MustGather: Collecting Data for IBM Case Manager Builder issues

Run the following commands on the IBM Case Manager server and collect the output:

Linux users

1. Collect the "deployed" version information as described below:

   1. The Case Manager Builder version can be determined by logging in to the Case Manager Builder and selecting Tools > About. The version, project area, Design Object Store and Target Object Store information is displayed in the About dialog.

      

   2. 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. Collect the "installed" version information as described below:

   1. 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:

      

   2. 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.

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.

1. For Content: http://<cpe-server name>:<cpe-port #>/FileNet/Engine
2. For Process: http://<cpe-server name>:<cpe-port #>/peengine/IOR/ping
3. For Content Navigator: http://<icn-server name>:<icn-port #>/navigator/Ping

Case Builder CBE logs

To configure debug level messages for Case Builder, enable com.ibm.casemgmt.cbe logging through the application server. For more information refer to: Modifying the size and location of Case Manager Builder CBE log files

Application server logs

• WebSphere Application Server

  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.

1. If the issue is related to a client side script error which is reproducible in the client browser, using a tool to collect and capture header and response content (network interaction) between the browser and the Case Manager server will help to diagnose and isolate the problem. Most modern browsers have this capability built in (e.g. FireFox developer tools, Chrome developer tools, Edge developer tools). Fiddler, HTTPWatch, or other equivalent tools can also be used to capture this information.

2. If there is an error while deploying a solution from IBM Case Manager Builder, copy and attach the information available as Solution Errors and Solution Logs in message bar from the IBM Case Manager Builder’s Manage Solutions page

   • For example:

     If the solution called Sample Error Solution has deployment errors, Errors and Logs can be copied from Message Bar.

     You can find errors by clicking <Solution Name> -> More Actions -> Errors (5.2.x) or <Solution Card> -> ellipsis icon (...) -> Deploy Errors (5.3.x)

   • 5.2.x

     
   • 5.3.x

   • 

   • An error message like the following message is displayed in the tool bar, and can be attached:

     

     You can find logs by clicking <Solution Name> -> More Actions -> Logs (5.2.x) or <Solution Card> -> ellipsis icon (...) -> Deploy logs (5.3.x)

   Also collect the following:

   1. The connection definition file for the connection definition used in the deployment. This file is located under /IBM Case Manager/Connection Definitions.

   2. 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>.

   3. 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.

3. Refer to the following Case Manager Troubleshooting technote for additional information, which are more action-specific situations:

   http://www.ibm.com/support/docview.wss?uid=swg21648669

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