You are having a Dynamic Event Framework (DEF) or event emission problems in IBM Business Process Manager or Common Event Infrastructure problems in WebSphere Process Server. You would like to know what documentation you must collect (MustGather) so that the support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.
Resolving The Problem
Overview of the Diagnostic information
- Problem description
- Environment description
- Server logs: profile_root/logs
- Config data: profile_root/config
- PI export of the related application
Setting the trace setting
Enable the following trace on the emitting server or (in case of a clustered environment) the AppTarget cluster:
Provide the following configuration file:
Instructions for collecting the diagnostic information
Provide the following information
- Problem Description:
Provide a detailed description of your problem. Include sample input values as needed along with your own analysis of the problem.
- Provide detailed instructions for how to recreate your issue.
- Provide the names of any modules, components, or bindings that you believe might be involved in the issue.
- How often does the problem occur? Include details about any recent problem occurrences including time stamps.
- Are there any work arounds that you use for the issue?
- If you have not provided it already, supply the impact this issue is having on your company, including:
- Any upcoming deadlines and dates
- If the problem is seen in production, development, or testing
- Any realized or potential effect on customers
- Environment Description:
- Provide the output of the versionInfo -maintenancePackages command.
- Provide the version of the operating system. If you have a cluster, specify the versions of the operating systems for all the workstations in the cluster.
- If the problem is occurring in a cluster, describe the topology of your clustered environment.
- Server log files:
- State the exact error message that you receive.
- Specify the log file in which the error occurs and the associated time stamp.
- After recreating the issue with the needed trace, provide the profile_root/logs directory for each involved server. The profile_root variable refers to the location in which you have created a profile.
- Project Interchange:
Create a Project Interchange file for specific test scenarios. If possible, simplify the scenario to isolate the problem.
Use the following steps to create the file:
- From within IBM Integration Designer, select File > Export.
- Select Project Interchange, select the modules relevant to your project, and then export them to a file. Try to provide the most simplified test case that exhibits your problem.
- Make sure that all involved business processes and human tasks are included.
- Include any external dependencies, such as Java archive (JAR) files, that are needed to run your test scenario.
- Include any input data or files needed to run the test scenario.
- Configuration Information:
Provide the contents of the profile_root/config directory where the profile is the deployment manager for a clustered environment.
- TWX file from IBM Process Designer:
From IBM Process Designer, export the *.twx file for your project.
What to do next
- Review the log files and traces at the time of the problem to try to determine the source of the problem.
- Use IBM Support Assistant to search for known problems in the product documentation, forums, and other technical content..
- If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM using the instructions in Exchanging Information with IBM Technical Support.
For a listing of all technotes, downloads, and educational materials that are specific to your product, search the following support pages:
- WebSphere Process Server
- IBM Business Process Manager Standard
- IBM Business Process Manager Express
- IBM Business Process Manager Advanced
24 July 2018