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The Rational Synergy to Rational Change integration is not available

Troubleshooting


Problem

When using IBM Rational Synergy the "Change Requests" tab is not available so you cannot see Change Request (CR) data.

Symptom

The "Change Requests" tab is not visible in the left hand side of the graphical user interface (GUI).

Cause

Typically this happens because Rational Synergy cannot connect to the Rational Change server.

Diagnosing The Problem

There are a number of reasons why this integration may not work. Please review the reasons below and see the relevant answer for each.

  1. There are no Rational Change licenses available
    • Check the Flex log to see if there are any licenses available.
    • See if you can start a Rational Change session on the database.
       
  2. The integration has been disabled in the Rational Change GUI
    • Check the configuration in Rational Change:
      1. Login to Rational Change in the admin role.
      2. Select Administration and the General tab.
      3. In the "Rational Synergy Integration" section ensure the "Disable" buttons are not selected.
         
  3. A process package has not been installed
    • Check the configuration in Rational Change
      1. Login to Rational Change in the admin role.
      2. Select Administration and the 'Package Installer' tab.
      3. In the "Installed Packages" list ensure a process package has been installed.
    • See if you can start a Rational Change session on the database.
       
  4. The Rational Change URL has not been configured correctly for the database
    • From a command line session (CLI) query for the "cs" admin object and see if the URL has been defined correctly.
      [<code>]>ccm query "has_attr('pt_app')" -f "%objectname %pt_app %pt_app_role %integration_enabled"
       1) 1/admin/cs/1       http://192.162.114.162:8600/change User TRUE
    • pt_app_role should be set to a defined role. The default is "User"
    • integration_enabled should be TRUE.
       
  5. The database path does not match database path defined in Rational Change
    • Ensure the database path you are using to start the Synergy client is the same, including case, as that defined in Change. This database path must also be the same as that defined in the <database path>/db/DBINFO file, DBPATH parameter. When you see the problem with some users only and others are working fine, then this is most likely the cause.
      1. Login to Change in the Admin role.
      2. Select Administration and the "Server" tab.
      3. Click on the database name in the Databases list and then check the path defined in the "Database Configuration" section.
      4. Go to the directory <database path>/db/ and display the file DBINFO and check the DBPATH parameter. The DBPATH parameter is set when you unpack or create the database.
  6. The Rational Change role for the Synergy Integration in the lifecycle.xml file might not be correct
      1. Edit the lifecycle xml file.
      2. Check the following entry: <INTEGRATION_ROLE>XXXX</INTEGRATION_ROLE> where XXXX is the Rational Change role for the Integration Login role.
      3. If the Rational Change role defined in this tag is different than the one visible when you edit your lifecycle in the CRProcess/Edit/Synergy tab, then you have to reset this value.

Resolving The Problem

Apply the solution that relates to your specific issue:


Table of Contents:

1 There are no Change licenses available

2 The integration has been disabled in the Change GUI

3 A process package has not been installed correctly

4 The Change URL has not been configured correctly for the database

5 The database path does not match database path defined in Change

6 The Rational Change role for the Synergy Integration in the lifecycle.xml file might not be correct.

Also see:

Change Requests menu is not shown or greyed out in Rational Synergy client (ibm.com)

1 There are no Rational Change licenses available

If there are no Change licenses available, then you need to get the License administrator to investigate why and see if they can get more licenses.
 

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2 The integration has been disabled in the Change GUI

You can turn off the 'Disable' buttons in the Change GUI and Apply the change. Restart the Synergy client and see if the Integration is available.
 

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3 A process package has not been installed correctly

If a process package has not been installed then you need to generate a process package and install one from the "Available Packages" list.
 

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4 The Rational Change URL has not been configured correctly for the database

If the URL is incorrect you can change it manually as follows

>ccm query "has_attr('pt_app')" -f "%objectname %pt_app %pt_app_role %integration_enabled"

  1) 1/admin/cs/1 http://192.168.114.162:8600/change User TRUE

  ccm attr -m pt_app -v <correct url> @

If the URL contains the "local loop back" address of 127.0.0.1 then this indicates that the server is getting this address when it pings the server name. This is a configuration problem and the system administrator needs to ensure that the correct address is returned. The machine running the Rational Change server should have a permanent IP address and not a DCHP address.

Note: Rational Synergy Web Mode users and Rational Change Central/Remote installations need to ensure a ccmdb refresh and been performed to ensure the changes are seen by existing sessions.
 

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5 The database path does not match database path defined in Change

Restart your Rational Synergy session and specify the path as shown in Rational Change and DBPATH parameter.
 

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6 The Rational Change role for the Synergy Integration in the lifecycle.xml file might not be correct

  1. Edit your lifecycle
  2. Go in to: CR Porcess/Edit/Roles
  3. Modify the Rational Change role mapping. For example, associate a new Rational Synergy role to your Rational Change role.
  4. Click on Set Mapping and Update to save this change and go in the Rational Synergy
  5. Save the Lifecycle to record that modification.
  6. Change back the Rational Change role to its previous mapping.
  7. Save again your lifecycle.
  8. The integration Login role in the CR Process/Edit/Synergy tab should now be the same as the tag in the lifecyle.xml file: <INTEGRATION_ROLE>XXXX</INTEGRATION_ROLE>
  9. Once this change is done and the tag correct, create a new CR Package, that you install in place of your current one.
  10. If you are using the Web mode for Rational Synergy, restart the Web/CCM server or run ccmdb refresh to ensure the changes are seen by existing sessions.
 

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[{"Product":{"code":"SSC6Q5","label":"Rational Synergy"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"General Information","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF033","label":"Windows"},{"code":"PF027","label":"Solaris"},{"code":"PF016","label":"Linux"}],"Version":"7.1a;7.1.0.2;7.1.0.1;7.1;7.0;6.6a;6.5a;6.5;6.4;6.3","Edition":"","Line of Business":{"code":"LOB67","label":"IT Automation \u0026 App Modernization"}},{"Product":{"code":"SSYQQ2","label":"Rational Change"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"General Information","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"4.6;4.7;5.0;5.1;5.2;5.3","Edition":"","Line of Business":{"code":"LOB67","label":"IT Automation \u0026 App Modernization"}}]

Document Information

Modified date:
05 March 2024

UID

swg21456629

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