Legacy platform

Exporting application logs

Use the IBM® UrbanCode® Deploy Selfserv tool to export the application logs and thread dump for IBM Sterling® Order Management System, when you need to troubleshoot issues with your application servers.

Before you begin

Ensure that the following conditions are met:
  • You have access and login credentials for the IBM UrbanCode Deploy Selfserv tool. You can request access through a service request ticket.

About this task

The self-serve process Export Application Logs can be used to export the application logs as well the thread dump. Logs and thread dump can be exported to the drop server or IBM support server. When you export application logs, the logs for the agent server, integration server, and application server that are collected by the IBM UrbanCode Deploy Selfserv tool are exported. When you choose to export thread dump, the process exports the thread dump from Websphere Application Server or Liberty agent and integration servers. The tool provides the ability to filter and export the application logs or thread dump for a specific component.

The IBM UrbanCode Deploy Selfserv tool is used to export the logs or thread dump from an environment as TAR files and copy to the drop server or IBM support server. The user can download the TAR files from the drop server.

Procedure

  1. Access the IBM UrbanCode Deploy Selfserv tool dashboard.
  2. From the Dashboard tab, click the main Applications tab.
  3. Within the Applications tab, select your IBM Sterling Order Management System application. Then, click the Environments tab for that application.
    The Environments tab is the entry point for running processes for an application and displays all of the environments for which you have access for the application.

    You can export the application logs for any of the IBM Sterling Order Management System environments that you have access.

  4. Request that a process is to run for the target environment by clicking the Image that shows the Request Process button. Request Process icon for the environment.
    The IBM UrbanCode Deploy Selfserv tool displays a window with options for you to specify and configure the process that you want to run.
  5. On the Run Process window, select Export Application logs from the Process menu.
    Image that shows the Run Process dialog and Export Application logs process selection.
    Note: Some options that display in the Run Process window might not be used for completing the process that you selected. For instance, when you select to export application logs, the following options are not used. Do not select, change, or specify a value for these options:
    • Only Changed Versions
    • Snapshot
    • Schedule Deployment
    • Description
  6. The Select Target Server is a mandatory field and by default set to Drop Server. If there is a need to upload the logs for any case logged, then select the IBM Support Server (EU or US) to suit your business.
  7. By default, the Export Logs option is selected. If you want to generate and export thread dump as well, select the Export Thread Dump option. If you want only thread dump, then select only the Export Thread Dump option.
  8. Optional: If you want to export the logs for specific components such as agent server, or integration server, or Websphere Application Server, select the appropriate value from the Select Component Name list. Further, if you want to export the application log for a specific agent or integration server, specify the name of the agent or integration server in the Agent or Integration Server Name field. You can also export logs for multiple agent or integration servers by entering a comma separated list of agent or integration server names.
  9. If you want to generate thread dump for specific components such as agent server, integration server, or application server, select the appropriate value from the Select Component list and accordingly specify the name of the agent or integration server in the Agent or Integration Server Name field. Thread dump cannot be generated by selecting All Components. Process will fail in validation if All Components is chosen.
  10. If you are exporting logs or thread dump to the IBM support server, then ensure to enter the case number in the Export Reference Number field. Similarly, to export logs or thread dump to the drop server, users can enter the reference number, in which case the exported log or thread dump will have the reference number.
    Note:
    • If you do not specify any value in the Agent or Integration Server Name field, the export process exports the logs for all the agent or integration servers.
    • By default, the start agent or integration server IBM UrbanCode Deploy process sets the IBM_LOG_FILE variable as IBM_LOG_FILE=<Agent or Integration server name> and the log files are generated in the <runtime_sandbox>/logs/agentserver${IBM_LOG_FILE}.log format. For example, the name of the log file generated for the agent server, OrderScheduleServer is agentserverOrderScheduleServer.log.

    When you run the Export Application logs process for a particular agent or integration server name,the files are fetched based on the naming pattern specified in the IBM UrbanCode Deploy Selfserv tool. For example, when the logs for server X are requested, only those log files are retrieved from the <runtime_sandbox>/logs directory that matches the naming pattern for server X. Also the Stop Agent Server process looks into the log file of the agent server to derive the corresponding process and stop it.

    Therefore, when customizing the log4j configuration XML and specifying the log file name and path, it is recommended that you include the ${IBM_LOG_FILE} variable in the file name and place the file in the <runtime_sandbox>/logs directory so that the Export Application logs and Stop Agent Server processes can retrieve and export the logs correctly. You can give any prefix or suffix to the ${IBM_LOG_FILE} variable.

  11. Click Submit to run the process with your selected options.
    The process begins and the Progress Execution log screen displays for you to view the progress and status of the process and of any subprocesses. You can use this view to see all of the subprocesses that are running to complete the overall process. You can also view the logs for the processes when you need to complete any troubleshooting.

    The IBM UrbanCode Deploy Selfserv tool logs every action that you complete at all levels of an application to assist with troubleshooting.

  12. Download the exported log files and thread dump.

    The exported logs are copied to the /home/<tenant_code>/logs/<env_name>/oms_logs directory of the drop server. The exported thread dump is copied to the /home/<tenant_code>/threaddump/<env_name>/ directory of the drop server. Download the logs or thread dump from the drop server to your local machine.