For every problem, the data that you collect can aid in problem determination and save time in resolving the problem. Gathering this data before calling IBM support will help you understand the problem and save time analyzing the data.
Collecting MustGather data early, before opening the PMR, helps IBM Support quickly determine if:
Locating the root cause of a problem can speed development of a code fix if a fix is needed.
Then, gather the following information that is specific to a Case Manager Java/REST API problem or issue:
Run the following commands on the IBM Case Manager server and collect the output:
(b). Gather the version.txt file that is available in the
directory. The
directory is the home directory where IBM Case Manager is installed, for example
Because the Case Manager administration client interacts with the Content Platform Engine and Content Navigator, it is useful to collect their ping pages to make sure that all the components have the same client versions.
For Content:
http://<cpe-server name>:<cpe-port #>/FileNet/Engine
For Process:
http://<cpe-server name>:<cpe-port #>/peengine/IOR/ping
For Content Navigator:
http://<icn-server name>:<icn-port #>/navigator/Ping
Case Manager Java™/REST API log files
Application Server
Gather logging for API and REST classes via the application server:
com.ibm.casemgmt.api
com.ibm.casemgmt.rest
WebSphere Application Server
To configure logging for IBM® Case Manager Java™/REST service log files, you must enable debugging on the IBM WebSphere Application Server and restart the IBM WebSphere Application Server.
Application Server Logging facilities:
Information on WebSphere in the 5.2.1 IBM Documentation:
https://www.ibm.com/docs/en/case-manager/5.2.1?topic=ts-configuring-logging-in-websphere-application-server-case-manager-builder-api-application
For Example:
In WebSphere® Application Server, all logging information is written to the SystemOut.log file. By default, this log file is in the following subdirectory of the WebSphere Application Server installation directory:
WAS_profile_location/logs/server/
Oracle WebLogic Server
Some logging information is written to the AdminServer.log file, where AdminServer is the WebLogic Server server name. The default server name is AdminServer, but it might be different in your environment. By default, this log file is in the following directory:
Oracle/Middleware/user_projects/domains/base_domain/servers/AdminServer/logs
In Oracle WebLogic Server, most logging information is also written to the console output. Consult your WebLogic Server system administrator or the WebLogic Server documentation for information about redirecting the output to a file of your choice, and provide this in your data collection.
Application Server Logging facilities:
Information on Oracle WebLogic which covers API and Case Builder logging:
https://www.ibm.com/docs/en/case-manager/5.2.1?topic=ts-configuring-logging-in-weblogic-server-case-manager-builder-api-application
Case Manager REST service URI and response
To help determine the cause of the problem, IBM needs to know the exact URI you were invoking when the problem occurred. Include all arguments and any posted or returned JSON data that is related to the service call. Also gather the text of any data received in response to the call (returned JSON may include an extended error description and causes). If possible, include any output visible via Developer Tools plug-ins. Add
&debug=true
to the URL and reproduce the issue. Include a screen capture of the "
console
" section of Firebug for any related errors.
Gathering Additional Information
The Case Manager Java™ and REST API is used for many different aspects of your Case Manager application, from deploying your application into production to delivering case information to your client application. Depending on what actions you were trying to complete, different data sets might be needed to support problem resolution.
1. If a problem arises when deploying a solution, collect the following items:
The connection definition file for the connection definition used in the deployment. This file is located under
/IBM Case Manager/Connection Definitions
.
The deployment logs stored in the root folder of the deployed solution. These files are found in the target object store under
/IBM Case Manager/Solution Deployments/< solution_name>
.
Export Solution or, Manually collect the following:
The solution definition file, the Process Engine configuration file, and any workflow definition files that are part of the solution. These files are found in the design object store under
/IBM Case Manager/Solutions/<solution_name>
.
If relevant, also provide the contents of the /
IBM Case Manager/Solutions/<solution_name>/Pages
folder.
2. If the issue is related to a client-side script error, which is reproducible in the client browser, installing a tool to collect and capture header and response content between the browser and IBM Case Manager server will help to diagnose and isolate the problem. Tools such as FireBug, Microsoft Internet Explorer Developer Tools, Fiddler, HTTPWatch, or other equivalent tools can be used to capture this information.
3. Refer to the following Case Manager troubleshooting technote for additional information, which is more action-specific situations:
http://www.ibm.com/support/docview.wss?uid=swg21648669
MustGather for dependent components
If you can tell based on the nature of the problem or visible symptoms in the log files that the issue is Content Platform Engine related, gathering the respective log files can help speed resolution, but these files are not specifically required to start the problem resolution process.
For additional information refer to the MustGather documents for:
FileNet Process:
http://www.ibm.com/support/docview.wss?uid=swg21589938
FileNet Content:
http://www.ibm.com/support/docview.wss?uid=swg21308231
[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSCTJ4","label":"IBM Case Manager"},"Component":"Not Applicable","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"5.2.x;5.3.x","Edition":"All Editions","Line of Business":{"code":"LOB45","label":"Automation"}}]
