Troubleshooting
Problem
This document describes the general information and diagnostic data needed to start troubleshooting issues related to IBM Process Mining , which are included in IBM Cloud Pak for Automation. Include the diagnostics retrieved from using this document when opening a case for Process Mining .
Please ensure your installation meets the minimum system requirements:
For example; https://www.ibm.com/docs/en/process-mining/1.14.1?topic=pi-system-requirements
Diagnosing The Problem
1) Provide a detailed description of the problem and your environment
- Confirm your environment type -
- What version of Openshift is running?
- Which Process Mining version are you using?
- Provided a detailed description of your issue. Include screen captures and re-create steps if possible.
- Is it an intermittent or recreatable issue? Has this always been an issue or an issue that started only after a change occurred?
- What is the business impact? Should we be aware of any deadlines impacted by the issue?
- Provide a reference to the documentation being followed for the failing operation
- Which operating system are you using?
- Which database version are you using?
2)Gather the following configuration information and log for Cloud Pak Environment
Capture following configuration files for Process Mining:
- Login as kubeadmin and under Workloads navigate to Pods. In the search bar, pods can be search by name
- <project_name>-instance-engine<random-serial-number>, navigate to "Terminal", cd into /opt/processmining/bin and get the content of the file environment.conf
- Application Server logs:
- Log in to the web console as kubeadmin and under Workloads tab, navigate to Pods. In the search bar, pods can be search by name. Once in Pod, you can simply navigate to "Logs tab" to get logs.
- Please provide logs from above pods - for example; see https://www.ibm.com/docs/en/process-mining/1.14.1?topic=environments-accessing-application-logs
3) Provide your process and/or data snapshot
Provide the data you used to import in Process Mining and steps to re-create the issue.
- Eventlog (csv file) with data
- Process configuration backup (idp file) with all the configurations of the project in the PM solution
4) Collect Browser data for UI issues
For console or web application usage issues, capture the following browser data:
- Network traffic capture export in .har or .saz format. See Collect a HTTP traffic capture with Fiddler or your web browser.
- Export the browser console log.
- Open the browser developer tools (can be accessed by pressing F12), and copy the contents of the console tab.
What to do next:
- Review the log files and traces at the time of the problem to try to determine the source of the problem.
- Check these locations for known issues: Search in the Cloud Pak for Automation Support Page.
- Review the Product Docs https://www.ibm.com/docs/en/process-mining
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Once you completed gathering all the needed information and diagnostics, you can add them to your case. Alternatively, you can upload files to EcuRep. For more information, see Enhanced Customer Data Repository (ECuRep) - Overview.
Document Location
Worldwide
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Document Information
Modified date:
22 September 2023
UID
ibm17037802