Collecting Data for IBM Case Manager Client 5.1.1

Resolving The Problem

Collecting Data for Case Manager Client
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 to 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.

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

Then, gather the following information that is specific to a Case Manager Client problem or issue:

• 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 Client communicates with a variety of FileNet P8 components, please provide version information for all components by using one of these 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 the page 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 Client interacts with both Content Engine and Process Engine, it is useful to collect the Process Engine and Content Engine ping pages to make sure that all the components have the same client versions.
For Content Engine: http://<ce-server name>:<ce-port #>/FileNet/Engine
For Process Engine: http://<pe-server name>:<pe-port #>/IOR/ping

3. Gather the version.txt file that is available in the <CASE_MANAGER_HOME> directory. The <CASE_MANAGER_HOME> directory is the home directory where IBM Case Manager is installed, for example /opt/IBM/CaseManagement directory.

4. Gather the SystemOut.log file that is available in the Websphere_Install_Root/AppServer/profiles/<AppServerName>/logs/<Servername> directory.

5. Gather the SystemErr.log file that is available in the Websphere_Install_Root/AppServer/profiles/<AppServerName>/logs/<Servername> directory.

Gathering Case Manager Client Version Information

The Case Manager Client version information file is located under the following directory:
Websphere_Install_Root/AppServer/profiles/<AppServerName>/installedApps/CaseManagerInstall_WAS_CELLName/CaseWidgets_<CaseManagerInstall_WAS_CELLName>_<Servername>.ear/CaseWidgets.war/version.txt

Case Manager Client Log files

Gather the casewdgt_runtime.log by updating or confirming that the following setup exists in the log-config.json and log4j.properties files:

1. The log-config.json file is available in the Websphere_Install_Root/AppServer/profiles/<AppServerName>/installedApps/CaseManagerInstall_WAS_CELLName/CaseWidgets_<CaseManagerInstall_WAS_CELLName>_<Servername>.ear/CaseWidgets.war/catalog directory.

Make a backup of your current log-config.json file and then update it with following values (removing any comments) and save it:

{
"traceable": true,
"defaultWriter": "com.ibm.im.ecmwidgets.base.PostToServerCbeLogWriter",
"defaultLevel": "debug",
"logLevel": {
"com.ibm.im.ecmwidgets": "debug"
}
}

Note: The "traceable" parameter should only be set to true if the log level is set to one of the following values: fine, finer, finest.
If the log level is set to debug then the traceable parameter should be kept at false.
The user must clear the Temporary Internet Files in the browser before the tracing will start.

2. The log4j.properties file is available in the Websphere_Install_Root/AppServer/profiles/<AppServerName>/installedApps/CaseManagerInstall_WAS_CELLName/CaseWidgets_<CaseManagerInstall_WAS_CELLName>_<Servername>.ear/CaseWidgets.war/WEB-INF/classes directory.

Make a backup of your current log4j.properties file and then update it with following values and save it. This will set the logging level to debug and will write log entries into casewdgt_runtime.log file in server side:

#Set root category priority to INFO and its only appender to CONSOLE.
#log4j.rootLogger=DEBUG, CONSOLE

# Set the enterprise logger category to FATAL and its only appender to CONSOLE.
# To receive log for ECMWidgets, the log level has to be set at DEBUG level
# For CBE format layout, set ConversionPattern to empty, Log message will be formated by sender
log4j.logger.com.ibm.im.ecmwidgets.servlet=DEBUG, ROLLINGFILE

# CONSOLE is set to be a ConsoleAppender using a PatternLayout.
log4j.appender.CONSOLE=org.apache.log4j.ConsoleAppender
log4j.appender.CONSOLE.layout=org.apache.log4j.PatternLayout
log4j.appender.CONSOLE.layout.ConversionPattern=
log4j.appender.CONSOLE.layout.ConversionPattern=%-4r [%t] %-5p %c %x - %m%n

# LOGFILE is set to be a File appender using a PatternLayout.
log4j.appender.LOGFILE=org.apache.log4j.FileAppender
log4j.appender.LOGFILE.Encoding=UTF-8
log4j.appender.LOGFILE.File=casewdgt_runtime.log
log4j.appender.LOGFILE.Append=true
log4j.appender.LOGFILE.layout=org.apache.log4j.PatternLayout
log4j.appender.LOGFILE.layout.ConversionPattern=%m%n

log4j.appender.ROLLINGFILE=org.apache.log4j.RollingFileAppender
log4j.appender.ROLLINGFILE.Encoding=UTF-8
log4j.appender.ROLLINGFILE.File=logs/casewdgt_runtime.log
log4j.appender.ROLLINGFILE.MaxFileSize=1024KB
log4j.appender.ROLLINGFILE.Append=true
log4j.appender.ROLLINGFILE.MaxBackupIndex=10
log4j.appender.ROLLINGFILE.layout=org.apache.log4j.PatternLayout
log4j.appender.ROLLINGFILE.layout.ConversionPattern=%m%n


Since using PostToServerCbeLogWriter is recommended, do not add any additional information for the ConversionPattern in the log4j.properties file.

3. Restart the WebSphere Application Server.

4. Reproduce the problem.

5. Gather the casewdgt_runtime.log file available in the Websphere_Install_Root/AppServer/profiles/<AppServerName>/logs directory.

Gathering Additonal Information

The Case Manager Client is used for many different aspects of your Case Manager 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 Client you were using, also gather the following:

• Web Browser version information
• Type of database and LDAP servers used

Collection information for other components

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.

Please refer to the MustGather documents for FileNet Process Engine and FileNet Content Engine for additional information