IBM Support

Collect troubleshooting data for the IBM Business Process Manager products

Troubleshooting


Problem

You are having a problem with the IBM Business Process Manager (BPM) products. You would like to know what information you must collect (MustGather) so that the IBM Business Process Manager Support team can diagnose your problem. If you gather this documentation before contacting support, it will expedite the troubleshooting process and save you time.

Diagnosing The Problem

Start the problem analysis:

Resolving The Problem

Collect the following troubleshooting data if you need help from IBM Business Process Manager Support to resolve the problem.

General diagnostic information


Environment description:
  • IBM Business Process Manager product and version
    • In Business Process Manager V7.5.x, run the versionInfo -maintenancePackages command from the bin directory of your IBM Business Process Manager product installation and redirect the output to a file.
    • In Business Process Manager V8.x, run the versionInfo -fixpacks -ifixes command from the bin directory of your IBM Business Process Manager product installation and redirect the output to a file.
  • Operating system and version
  • Database vendor and version
  • Information about other involved software
  • Production / Test / QA environment
  • If you are running in a cluster, describe the topology that you have in place. If you have a topology diagram, provide it including host names, ports, and so on.
  • Is your IBM Business Process Manager product running in a virtual machine? If yes, provide more details on the software that you are using and its version.

Detailed problem description:
Provide a precise description of the issue and add every detail that might be related.
This could include:
  • Which symptoms do you see?
  • Which component or application is involved?
  • Do you see any error messages?
  • What is the time stamp when the problem occurs?
  • Did the current scenario work previously? If yes, what has been changed?
  • Is this issue reproducible at will? How often does this problem occur? Do you see any indicators on why this happens?
  • Provide screen shots if applicable (if an error message is not shown or if the specific error is not seen in the log files, and so on)

Additional details needed:
Provide the complete log directories:
  • install​​_​​root/​​profiles/profile​​_​​name​​/​​logs​​/server​​_​​name
  • install_​​root/​​profiles/profile​​_​​name/​logs​​/ffdc

Provide the configuration files:
  • TeamWorksConfiguration.running.xml file, which is located in the following locations:
    • Process Center profile:
      install_​​root/​​profiles/profile​​_​​name/config/cells/cell_name/nodes/
      node_name/servers/server_name/process-center
    • Process Server profile:
      install_​​root​​/​​profiles/profile​​_​​name/config/cells/cell_name/nodes/
      node_name/servers/server_name/process-server
  • The complete install_​​root/​​profiles/profile​​_​​name/config directory if requested by the support team.

Test case:
  • Simplified and isolated test case without any custom dependencies and without access to external customer systems
  • *.twx export from IBM Process Designer
  • Project Interchange (PI) and enterprise archive (EAR) file from the involved Advanced Integration Services, if applicable
  • Exact, detailed steps to reproduce the problem, including timestamp of the problem occurrence.

If you have not provided it already, supply the business impact this issue is having on your company, including:​
  • Any upcoming deadlines and dates​
  • Any realized or potential effect on customers​

Component-specific diagnostic information


Note: In the previous information, the install_root refers to the location in which you installed the product. The profile_name is the name of the profile that is specific to your configuration. The cell_name, node_name and server_name are the names of the cell, the node and the server that are specific to your configuration.

Automatic data collection via the BPM Data Collector


You can also use the BPM Data Collector to automatically collect basic MustGather data like logs, version info and so on. Verify the created package if any requested information is missing prior to sending it to IBM Support for problem analysis.
This tool can be used with IBM Business Process Manager V8.0.1 Fix Pack 3 and with IBM Business Process Manager V8.5.x.

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Product Alias/Synonym

BPM

Document Information

Modified date:
15 June 2018

UID

swg21569731