Troubleshooting
Problem
Problems with the User Synchronization from Manage to MAS are discussed in a separated document.
Collecting this MustGather information helps understand the problem and save time analyzing the data.
- Set INTEGRATION logger to DEBUG and SQL logger to INFO (Change then back to error);
- Collect error information mentioned in UI;
- After loggers are turned on and issue reproduced, collect logs in related pods: usersyncagent, internalapi and mea (mea pod can be included in all pods), informing timestamp;
- Collect how many users are not synchronized and how many users are already synchronized in Manage database (MAXUSER table):
- Collect the results of SQL statement: SELECT * FROM MAXUSER;
- Collect MongoDB information: db.User.find({})
How to collect referenced information
- LOGGERS
- In Logging application, search for integration, change Log Level to DEBUG, save and Apply Settings (More Actions):
- In Logging application, search for sql, change Log Level to INFO, save and Apply Settings (More Actions):
- In Logging application, search for integration, change Log Level to DEBUG, save and Apply Settings (More Actions):
- UI
- In MAS Console, click Suite Administration and go to Users. Users with synchronization issues have the error in the application, next to red triangle at the bottom of the page. For example:
- In MAS Console, click Suite Administration and go to Users. Users with synchronization issues have the error in the application, next to red triangle at the bottom of the page. For example:
- MustGather data
- MongoDB
Users who have an entitlement to Maximo Manage are synchronized from Maximo Application Suite to Maximo Manage by an agent process that continuously queries the user registry in Maximo Application Suite.
The user synchronization process from Maximo Application Suite to Maximo Manage uses the Maximo integration framework. It uses an enterprise service to post data to Maximo Manage.
Users who have a PENDING or DELETE_PENDING status are synchronized to Maximo Manage. The synchronization status for a user who is synchronized successfully is SUCCESS. The synchronization status for a user who fails to be synchronized is ERROR. You can view status information in the administrative console of Maximo Application Suite or in the output logs.
Synchronized user data is processed as a series of messages by an enterprise service of the integration framework in Maximo Manage.
Synchronized users are listed in the Users application. Users who are updated to be deleted or to have no access entitlement in Maximo Application Suite are made inactive in Maximo Manage, but they are not deleted.
- Check system information of environment on which this issue is occurring (include MAS version);
- Check if the problem began after an upgrade to a new version;
- Gather the steps to reproduce the problem, including screenshots or videos;
- Check if unique fields were added: userid, username and primary email address;
- Check if the error happens for all the users or specific ones;
- Check if the value for mxe.int.dfltuser system property is mxintadm;
- Check if pods are running correctly in OpenShift Container Platform;
- Check if Manage database is case sensitive.
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Document Information
Modified date:
10 December 2024
UID
ibm17167093