Tips n tricks while raising a Commerce on Cloud (CoC) PMR

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To make your IBM experience better, this blog shares some tips 'n' tricks that you can use while working on Commerce on Cloud product

• Mention the environment where you experience the problem - Production, Pre-Prod, QA or Development. If possible keep the server hostname/IP address handy. This will help the Support or AppDelivery engineer quickly access the server and associated diagnostic data such as logs

• For sporadic problems in applications ensure that you capture the timestamp of the problem occurrence. This is crucial for Support or AppDelivery engineer to backtrack to the exact problem period in the logs and makes diagnosis faster. Note that with 17.4, UrbanCode Deploy(UCD) self serve process allows users to generate thread dumps from Application Server, Agent and Integration servers. This can be an invaluable diagnostic aid for situations like hang, slowness, crash, memory leaks, CPU spikes etc. Famiiarise the process before raising a PMR.

• Clearly state the business impact. Business impact is not the problem statement but rather due to the problem in place how does the overall business running on CoC gets impacted. Clearly mention any impending deadlines, revenue impact, business outages so that the right attention is attracted at IBM at a very early stage

• Keep CoC Knowledge Center handy. Prior or Post CoC upgrades remember to read What's New and What's Changed. IBM takes lot of efforts in documenting release level enhancements and changes to the Knowledge Center and awareness of these will help you resolve some of the already known issues or answer questions. Here's the landing page to the latest CoC version: https://www.ibm.com/support/knowledgecenter/en/SSGTJF/com.ibm.help.omcloud.whatsnew.doc/newfeatures/c_omc_whatsnew.html

• Last, but not the least, familiarise with the developer documentation at developerWorks to get access to tutorials, APIs, usage documentations, forums at https://developer.ibm.com/customer-engagement/ibm-order-management-2/