Troubleshooting
Problem
MustGather information aids in problem determination and saves time to resolve cases. If all of the information requested in this MustGather is provided upfront, IBM Sterling Support will better understand your problem.
After the diagnostics are captured, this document will also guide you on how to share the data with IBM Support.
Diagnosing The Problem
- Gathering information to open a support ticket
- How to submit diagnostic data to IBM Support
- General IBM Support hints and tips
Gathering information to open a support ticket
A valid IBM customer number, contact name, email address, and phone number are important to validate the entitlement and contact information.
Refer to the section "Accessing Software Support" in the IBM Software Support Handbook to have the full list of information necessary to open a support ticket.
To determinate the correct Severity of your concern for your business, refer the IBM Software Support Handbook
|
Find the problem that best describes your situation. This lists the diagnostics that IBM Support team requires to review your problem.
|
Issues with Cognos Reporting on SaaS environments
Issues with Login
- Share the exception seen or screenshot of the issue observed.
- Share screenshot of the application manager where we can see that the user is a part of the BI group.
- Is the issue seen with all users or a few?
Issues where Failures are seen during Report execution
- Mention the name of the report that is failing.
- Share whether any configuration changes were made to the report logic or layout.
- Share timestamps of when the exceptions were observed.
- For issues where reports were not sent on time, share the configuration of the scheduler for this particular report.
Issues with Cognos Reporting OnPrem environments
Issues with Installation/Integration
- Share the documentation that you have been referencing for the installation/integration.
- Share at which step in the documentation is the issue encountered.
- Share the exception seen or screenshot of the issue observed.
- For issues specific to integration, share a copy of analytics.properties file and customer_overrides.properties file
Issues where Failures are seen during Report execution
- Mention the name of the report that is failing.
- Share the exception seen or screenshot of the issue observed.
- Provide details on whether this issue is occuring for a custom report or out of the box report.
- Navigate to the Cognos installation folder location and share a copy of the cmp.lst file and cogserver.logs file
Issues with Framework Manager
Issues with Installation
- Share the documentation that you have been referencing for the installation.
- Confirm Cognos version and Framework manager version being installed.
- Provide details at which step in the documentation is the issue encountered.
- Share the exception/screenshot of the issue observed.
Issues with Integrating to Cognos Reports Studio
- Share screenshot of the Framework manager configuration.
- Share the documentation that you have been referencing for the installation
- Share exception seen or screenshot of the issue observed.
How to submit diagnostic data to IBM Support
- After collecting the preceding information and a support ticket is opened, follow the instructions in: submit diagnostic data to IBM (ECuRep) or Enhanced Customer Data Repository (ECuRep) for secure upload.
- If you are using IBM Community Portal, update the case to indicate that data has been sent.
General IBM Support hints and tips
- Integrating with Cognos - Information on integrating IBM Sterling Order Management on Cloud with Cognos
- Accessing Cognos Analytics - Information how to use Cognos Analytics to view performance reports relevant to your business
- Overview of Cognos Analytics configuration - Information on configuring Cognos Analytics on IBM Sterling Order Management OnPrem environment
- Setting Access to IBM Cognos Analytics Administration and Reporting - Information on setting up access to Cognos on IBM Sterling Order Management OnPrem environment
My Notifications - Sign up for My Notification to receive a customized weekly email from IBM support for your Product. Learn about announcements and important technical support information. - IBM Support Portal - IBM Support Portal home page.
- IBM Support Guide - A guide to best practices and procedures when working with IBM Support for each type of product.
- IBM Directory of worldwide contacts - IBM Support worldwide Contacts.
- How to create and manage Enhancement Requests - Submit or vote for a product requirement.
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB59","label":"Sustainability Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS6PEW","label":"IBM Sterling Order Management"},"ARM Category":[{"code":"a8m0z000000cxzuAAA","label":"Cognos and Reporting"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]
Was this topic helpful?
Document Information
Modified date:
31 December 2023
UID
ibm17027858