Understanding serviceability

As an application support user, you must be able to diagnose and troubleshoot issues in the application by using the logs that are generated at the server side and the client side.

• All operational messages are logged and contain at least the following information:
  • A time stamp.
  • An instance indicator (for example, instance ID, process ID) that identifies the instance of the software within the system that issued a message.
  • An ID that uniquely identifies the message. Each message ID contains the following information:
    • Unique message ID prefix (component ID) that uniquely identifies the component/product issuing the message. All message IDs must be registered with the IBM component ID registry or SWG message ID prefix registry. You can request a prefix at http://w3.tap.ibm.com/w3ki/display/SWGMSGPREFIX/Home.
    • Message/serial number that uniquely identifies the message within the component/product
    • Indication of the severity of the event, that is, Informational, Warning, Error, Severe, and so on.
• Every unique event that is captured by the software is identified by a unique message identifier or unique message text.
  • The 'Catch all' events are used only in exceptional cases, and only for events that are both unanticipated and unusual. Sufficient information is captured for such events to allow diagnosis of the underlying problem.
• The application supports standard classifications of the severity of events captured. The classifications are as follows:
  • Error
  • Warning
  • Information
• The actionable error or warning messages are logged for all unrecoverable errors that are encountered when the application requests services from another component such as Sterling Business Center, Sterling Field Sales, and so on.
• You can troubleshoot errors at the client side by using the browser console logs. Consoles are available for different browsers as part of developer tools. For example: Developer tools for Google Chrome, Firebug for Mozilla Firefox, and IE developer tools for the Internet Explorer.
• Messages in the console logs have the following standard color code classifications:
  • Errors are indicated with Red.
  • Warnings are indicated with Yellow.
  • Information messages are indicated with Black.