Collecting Data for IBM Case Manager 5.0 REST API

Diagnosing The Problem

Collecting Data for Case Manager REST API

For every problem, collecting data can aid in problem determination and save time resolving Problem Management Records (PMRs). Gathering this data before calling IBM support will help you understand the problem and save time analyzing the data.

Collecting must gather data early, before opening the PMR, helps IBM® Support quickly determine if:

• Symptoms match known problems (rediscovery).
• There is a non-defect problem that can be identified and resolved.
• There is a defect that identifies a work around to reduce severity.

Locating the root cause of a problem can speed development of a code fix if necessary.

Gathering General Information
For IBM® Case Manager, gather version of software, the operating system versions and settings for the pertinent server(s) and/or client machines.

Then, gather the information specific to Case Manager REST API problem or issue.

This additional information is needed:

• How often does this problem occur?
• Can the problem be reproduced?
• How many users are affected by this problem?
• What is the business impact of this problem?
• Is there a work around?

Gathering Version Information

Since the Case Manager REST service communicates with a variety of P8 components, please provide version information for all components by using one of these two methods:

1. If the WebSphere application server is available, use the Case Manager REST service "info" page by pointing your browser to http://<server name>:<port #>/CaseManager/CASEREST/v1/info. This will provide a display similar to the following:

Copy it into your collected documentation.

2. If the "info" page is not available, you can use the Case Manager Offline Version Tool. Change to the <Case_Management_root_dir>, for example /opt/IBM/CaseManagement, and run the displayVersion.sh script:

Because the Case Manager REST service interacts with both Content Engine and Process Engine, it would be useful to collect Process Engine and Content Engine ping page to make sure all the components have the same client versions.
For Content Engine: http://<cd-server name>:<ce-port #>/FileNet/Engine
For Process Engine: http://<pe-server name>:<pe-port #>/IOR/ping


Case Manager REST service Log files

Gather the following log file(s) for the REST service:

• Log
  The Case Manager REST service logs all messages to the WebSphere SystemOut.log file located in the application server profile's logs directory (unless a local administrator has changed the location), for example, /opt/IBM/WebSphere/AppServer/profiles/<profile name>/logs/<server name>.
  
  If for any reason IBM Support had requested that tracing be enabled and additional information gathered, also provide the trace.log file located in the same directory.

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 including all arguments and any POSTed or returned JSON data 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 to Firefox's Firebug or Internet Explorer's Developer Tools plug-ins, if used.

Additional data gathering

The Case Manager REST service 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. Depending on what aspect of the REST service you were using, also gather the following:

• When deploying a solution, retrieve and provide
• 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>.
• 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>.
• The WebSphere Application Server SystemOut.log file.
• In all other cases, retrieve and provide the WebSphere Application Server SystemOut.log.

If you can tell based on the nature of the problem or visible symptoms in the log files that the issue is Process Engine or Content Engine related, gathering the respective log files can help speed resolution, but these files are not specifically required to start the problem resolution process.