MustGather: Required information when reporting WebSphere Transformation Extender Trading Manager or Commerce Manager problems

Resolving The Problem

Once you have collected the information for any of the following topics, you can submit it to WTX Technical Support. Do not submit the information until you open a problem record (PMR).

• General information
• Message Manager
• Partner Manager
• Other problems

• A complete description of the problem including whether it is reproducible.

• The Trading Manager or Commerce Manager version. Refer to Message Manager system screen in the Integration Flow Designer or your installation media for the version.

• Database type, client and server version, and connection method, i.e., ODBC adapter or native adapter. Consult your Database Administrator to determine database type, version and connection method.

• The platform and version where the product is running.

• A valid contact number and email address.

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• General information about the problem.

• Any supporting files relevant to the problem, i.e., input files, reject files, screen captures of the problem, Event Server Monitor snapshots when possible.

Note: Use the Print Screen (PrtScr) key to create a screen capture. The image is placed in the Windows® clipboard and can then be pasted into an email or word processing document.

• The x12mail.mtt type tree.

• A copy of the database may be required if the problem cannot be reproduced without it. Copy the database using the PMCopy.exe utility located in the INSTALL_DIR\cmgr\pmgr directory. Detailed instructions for using the PMCopy.exe utility are located in the Partner Manager Reference Guide.


• If modifications have been made to your Message Manager system, it may be necessary to provide your maps and trees. The easiest way to provide your system is to send a zipped copy of your entire \mmgr or \cmgr directory.

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• General information about the problem.

• The build number of Partner Manager which you can locate by selecting Help > About from the menu bar.

• A screen capture of the error.

Note: Use the Print Screen (PrtScr) key to create a screen capture. The image is placed in the Windows® clipboard and can then be pasted into an email or word processing document.

• A copy of the database may be required if the problem cannot be reproduced without it. Copy the database using the PMCopy.exe utility located in the INSTALL_DIR\cmgr\pmgr directory. Detailed instructions for using the PMCopy.exe utility are located in the Partner Manager Reference Guide.



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• General information about the problem.

• The build number of the utility which you can locate by selecting Help > About. from the menu bar.

• A screen capture of the error.

• Any files being used when the error occurred.

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