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:
- Review the SystemOut.log file at install_root/profiles/profile_name/logs/server_name and look for error messages that have been logged around the time stamp when the issue showed up.
- Search the appropriate product support site from the following list for known problems using symptoms such as the message number and error codes:
- IBM Business Process Manager Advanced
- IBM Business Process Manager Standard
- IBM Business Process Manager Express
- IBM BPM Advanced Pattern for Red Hat Enterprise Linux Server
- Use the IBM Support Assistant to search for known problems in the product documentation, forums, technotes, and so on.
- Search the IBM dW Answers or IBM Business Process Manager developerWorks community pages for known problems.
- If a fix is found that fits the symptoms, search Fix Central for the appropriate interim fix.
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
- 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:
Provide the configuration files:
- TeamWorksConfiguration.running.xml file, which is located in the following locations:
- Process Center profile:
- Process Server profile:
- The complete install_root/profiles/profile_name/config directory if requested by the support team.
- 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
- Advanced Integration Service (AIS)
- Application deployment
- Application deployment (EAR file / Advanced content)
- Business Process Choreographer (BPC)
- Business Process Definition (BPD)
- IBM Business Process Manager Advanced Pattern for AIX and Linux
- IBM Business Process Manager document store (for IBM Business Process Manager V8.5.x)
- IBM Business Process Manager on Cloud
- Business Rules
- Business Space
- Common Event Infrastructure (CEI)
- Connection to Process Center
- Data Map, Data Object and XML Serialization
- Dynamic Event Framework (DEF)
- Installation and upgrade
- Integration between IBM Business Process Manager (BPM) and IBM ILOG or IBM WebSphere Operational Decision Management
- Message import and export (MQ and JMS related)
- Out-of-memory, hangs, crashes
- Performance Data Warehouse
- Process Admin console
- Process Designer
- Process Inspector
- Process Portal
- REST API
- Secure Sockets Layer (SSL), Java Secure Socket Extension (JSSE) or Java Cryptography Extensions (JCE)
- Service Component Architecture (SCA), Service Integration Bus (SIB) or Failed Event Manager (FEM)
- Undercover Agent (UCA)
- Web services
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.
15 June 2018