Think Like the Support Center Pro! Faster Turnaround Time in WPG Problem Determination
ABoudreaux 270000M9PA Visits (4599)
This has happened to people who report problems to the Support Center... You call and wait anxiously for a call back and later to find out that you did not submit enough information. You are told "The logs you uploaded did not contain the details we are looking for". You are thinking .. how could that be?
Here is a simple tip to help improve your turnaround time when you open a ticket with WebSphere Partner Gateway (WPG) Support Center - Always have your debug logs uploaded!
How are debug logs different from "non-debug" logs? Well, debug logs are a lot more verbose and the details from debug logs allow the support analysts to trace the activities step by step. Starting with WPG v 6.1X, WPG has been following the WebSphere Application Server (WAS) logging practice so you actually set the debug logging level through WAS admin console. Here is the exact procedure:
Yep! You got it. The finest level means debug level!! Here is another trick that can truly make problem determination faster. Send in small logs. In other words, before you collect the debug logs, if you can, backup your existing logs and then clear it all. Set the logging to debug and recreate the scenario with just the details from that exact procedure, then the support analyst working with you would have a very focused set of logs to review and provide you the next steps to resolve the problem. When you upload logs, be sure to zip up the WHOLE logs sub-directory even if you do not think some of the logs would help. It can save you time and effort later if you send all the debug logs at one time.
Debug logging makes problem determination much easier!! Try that next time.
The MustGather technote for WebSphere Partner Gateway v 6.1X and above contains excellent data collection tips. It is worth your time to take a look and bookmark it: MustGather - for troubleshooting Alert related problem in WPG