Troubleshooting
Problem
Collecting data for problems with IBM Tivoli Service Automation Manager (TSAM). Collecting this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
Diagnosing The Problem
First Step
Review the Troubleshooting and error recovery topic in the IBM Knowledge Center (for the release you are using).
Collect the DCMExport of your environment
- Log on to TSAM Management Server
- Run su - tioadmin
- Switch to directory TIO_HOME/tools
- Run dcmexport.sh
Syntax: dcmexport.sh -d output_file_name
Example: dcmexport.sh -d /myDirectory/myOutput.xml
Collect SystemOut.log, SystemErr.log and trace.log
- Raise the log levels of the PMZHB Logger and Integration Logger to DEBUG
- Enable BlueCloud logging
- Reproduce the de-registration error
IMPORTANT: After collecting the log files, reset the changes regarding the log settings to avoid performance issues.
Run the following query in your browser:https://{hostname}:{port}/maxrest/rest/os/TPV02IMGLIBENT RYMSTR?_lid={maxadminUser}&_lpwd={maxadminPwd}
Note: Replace {hostname}, {port}, {maxadminUser}, {maxadminPwd} accordingly
Collect messages
- Tpae UI: Go to Service Automation > Service Deployment Instances
- Search and select the project (that failed during cancel)
- Select the Messages tab
- Select the Download link in the blue bar of the Messages section to download the messages in .xls format
Reproduce the problem and collect the launchpad log
Debug TSAM Launchpad |
|
Debug SimpleSRM GUI (WEB 2.0 GUI):
This section describes how to record all HTTP traffic of a TSAM web session into a single HAR (Http ARchive) file for debugging and error reproduction purposes.
- Acquire the Firebug plugin and install into your Firefox browser
- Acquire the the NetExport and ConsoleExport extensions
Note: They are XPI files that you install as an extension to Firefox
- Record with debugging enabled
- TSAM 7.2.1.x - TSAM 7.2.2.0 you append a parameter debug=2 to the URL:
Example: https://host:port/SimpleSRM?debug=2
- TSAM 7.2.2.2 - TSAM 7.2.5 you need to set the debug=2 value in the config.properties file on the management server in the following path and restart MXServer:
/opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/installedApps/ctgCell01/MAXIMO.ear/SimpleSRM.war/WEB-INF/classes/com/ibm/tivoli/simplesrm/configuration/config.properties
- Reload your TSAM UI with Firebug enabled (Net and Console panels must be enabled)
- Click the Export button on the Net tab to save the HAR to a file after you have used the offering to identify the REST calls
The file will be a simple JSON structure
- Click on the Console tab Export > Save As... and save the output when the problem occurs
Provide the workflow log of failed RP.ClusterProvision workflow in xml format:
- Log in as maxadmin (in TSAM Administrative user interface)
- Go to Administration > Provisioning > Provisioning Workflow Status
- Select RP.ClusterProvison workflow that failed
- Select Export in Select Action drop down
Sending data to support
After you have collected the preceding information, you can begin analyzing the data or simply submit the diagnostic data to IBM support. After a PMR is open, you can submit diagnostic data to IBM. If you are using Service Request (SR), update the PMR to indicate that data has been sent.
For a listing of all technotes, downloads, and educational materials search the IBM Tivoli Service Automation Manager product support site.
Note: Do not send any confidential information from your company.
Related Information
[{"Product":{"code":"SSFG5E","label":"Tivoli Service Automation Manager"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"General Information","Platform":[{"code":"PF033","label":"Windows"},{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"}],"Version":"7.1;7.2;7.2.1;7.2.2;7.2.3;7.2.4;7.2.5","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
17 June 2018
UID
swg21615361