Diagnostic tools for troubleshooting Case Manager problems

Steps

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Ping Page links

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Browser developer tool console trace

To display thedeveloper tool console tab in Chrome and Firefox:

1. Click CTRL-SHIFT-I while the browser window is in focus. The browser developer tool will be displayed.
2. Click on the Console tab in the developer tool.

To collect the contents of the console tab:

In Chrome: 
Right-click inside the Console tab, and choose Save As.

In Firefox:

1. Right-click inside the Console tab, and choose Select All.
2. Right-click inside the Console tab, and choose Copy.
3. Paste the clipboard to a text editor and save it to a file.

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Fiddler tracing

1. Download and install the latest version of the Telerik Fiddler tool from www.telerik.com/download/fiddler.
2. Start Fiddler on your workstation where you are diagnosing the problem.
3. Make sure the File > Capture Traffic menu command is checked.
4. If Case Manager client connects via SSL, then go to Tools > Fiddler options > HTTPS, and make sure the decrypt HTTPS traffic option is checked.
5. Reproduce the problem in the browser.
6. As you work in the browser, Fiddler will trace the calls made in the browser session.
7. After reproducing the problem, you can save the trace in a *.saz file. Click on the Save button on the Toolbar.

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Content Navigator debug-level tracing

1. Log in to the IBM Content Navigator administration desktop.
2. Click the Settings tab and then click the Logging subtab.
3. Set the logging level for the applications to Debug.
4. Click Save and then click Close.
5. Log out of the IBM Content Navigator administration desktop.
6. Restart the application server instance where IBM Content Navigator is deployed.

The output is saved to the Content Navigator server SystemOut.log file.

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Case Manager tracing

Add the following trace string in the WebSphere Application Server administration console:

*=info:com.ibm.acm.*=all:com.ibm.casemgmt.*=all 

For instructions to configure WebSphere, see this tech note:  http://www-01.ibm.com/support/docview.wss?uid=swg21254706

The output is written to the WebSphere SystemOut.log and trace log files in the WebSphere logs directory.

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Content Platform Engine (CPE) subsystem tracing

You can enable CPE subsystem tracing in ACCE. Before tracing, IBM support will provide the names of the subsystems that tracing is requested for.

Follow the steps in this tech note to enable subsystem tracing:  http://www-01.ibm.com/support/docview.wss?rs=0&uid=swg21308282

The output is written to the WebSphere SystemOut.log file and the CPE p8_server_trace.log and p8_server_error.log files.

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Content Platform Engine(CPE) log files
The CPE log files are located in the WebSphere Application Server profile directory ([WebSphere profile]\FileNet\[server name]). 

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IBM Case Manager (ICM) configuration tool log files

The Case Manager configuration tool log files are generated by default. No configuration is necessary. These are the log files you can collect:

• The CMCT log files have the file name of ICM_Case_Manager_[ICM version]_CMCTx.log, and are under the Case Manager installation location logs subdirectory (for example: ...IBM/CaseManagement/logs).
• The metadata log file is called .log, and is under the Case Manager installation location logs/.metadata subdirectory (for example: ...IBM/CaseManagement/logs/.metadata).
• The log files generated by various tasks are file names that correspond to the task. These are located under the Case Manager installation location configure/tmp subdirectory (for example: ...IBM/CaseManagement/configure/tmp). You can collect all the *.log files from that directory for an analysis.