IBM Support

Collecting data for Sterling Order Management Payment

Troubleshooting


Problem

Collecting data for problems with the Sterling Order Management Payment component. Collecting this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

Resolving The Problem

Collecting Data

1. Document and collect details

  • Describe the problem.
  • Enable verbose traces for the API in question. Payments API's such as Request collection or execute collection or any other (agents if any)
  • Mention the requirement, business use case and business impact
  • Mention if any custom code or user exists are implemented

Here's a video on how to set a verbose trace for an API :

Video that illustrates how to set and run verbose trace on an API

2. Reproduce Problem

  • Collect the following details as you reproduce the problem.
  • Describe the steps to replicate the problem, if possible provide step by step simulation screen shots.
  • Gather the following screen shots. Payment and financial rules configuration screen shots. ( For return/Exchange order scenarios, please provide the separate screen shots for both the sales order and return order)
  • Gather the following screen shots: Payment type configuration (For refund scenarios, send us the refund window configuration screen shots or details)
  • If you are using payment method as card types then send us the Payment card type configuration screen shots.

3. Collect Data

  • Gather all files.
    • Collect all files, traces and compress to one file using the PMR number such as; 12345.999.000.zip
    • If the compressed file is less than 5M then send via Ecurep e-mail @ sterling_support@ecurep.ibm.com
    • If the compressed file is greater than 5M then send via Ecurep FTP
    • See the section "Submitting Data to IBM Support" for more details.

Submitting data to IBM Support

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

  • Service Request (SR)
  • E-Mail
  • FTP to the Enhanced Customer Data Repository (ECuRep)
  • If the compressed file is less than 5M then send via Ecurep e-mail to sterling_support@ecurep.ibm.com
  • Enter the following in the subject line PMR 12345.999.000.zip
  • If the compressed file is greater than 5M then send to Ecurep via FTP
  • See the section "Submitting Data to IBM Support" for more details.
Exchanging information with IBM Technical Support for problem determination




Internal Use Only

Gathering this MustGather information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.

This document is applicable for all supported versions (latest so far 9.4) of IBM Sterling Application (For Oracle DB)


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Document Information

Modified date:
16 June 2018

UID

swg21673456