IBM Support

MustGather: Integration issues when using Rational Team Concert



This document will assist you in collecting the data necessary to diagnose and resolve IBM Rational Team Concert (RTC) product integration issues.


This MustGather will assist you in collecting the data necessary to help you diagnose and resolve the issue. If you are unable to determine the root cause using the information collected, you should open a PMR with IBM Support for further investigation providing the data collected.

Resolving The Problem

You can use the IBM Support Assistant Lite (ISA Lite) Data Collector tool to quickly collect diagnostic files, such as log files, configuration files or to run traces. This tool is bundled with RTC 4.x and above. ISA Lite collects information about your Jazz Team Server environment and stores the information in a .zip archive file. If you have a need to open a service request with IBM Support for further assistance, you can send the archive file with the data collection so that they can help diagnose and fix problems.

The information below should be gathered in addition to the normal information and log gathering done by ISA Lite.

Note: Further information to help troubleshoot issues with Rational Team Concert integrations is also available in the Integration troubleshooting section of the Deployment wiki on

  • Verify that the AppScan version used is supported.
  • Does the issue occur during the IBM Rational Jazz Team Server (JTS) setup?
  • Does the issue occur when a user logs in?
  • What error messages are seen (errors from web UI, log files or others - include screenshots)?
  • What version of Jazz Team Server is running?
  • Is Jazz Team Server running on Apache Tomcat or IBM WebSphere Application server (provide version)?

Log files to include

  • Apache Tomcat log files located in <server install>/server/tomcat/logs (log files include, but are not limited to: catalina, stdout, stderr)
  • Apache Tomcat Configuration Files
    server.xml located in <server install>/tomcat/conf
    web.xml located in <server install>/tomcat/webapps/<jts and acs>/WEB-INF
  • Jazz Team Server log files located in <server install>/server/logs
  • Jazz Team Server file, located in <server install>/server/conf

Enabling LDAP Trace

Note: LDAP Trace is already included out of box, but needs to be turned on. Turning on LDAP Trace can be costly to the performance of the server and should be used in troubleshooting, but turned off during normal server use.

  1. Open the JTS file, located in <server install>/server/conf/jts
  2. Remove the # sign in front of the following log4j lines to enable the trace:

  3. Save the file
  4. The trace will come into effect during the next restart of the server. To avoid restarting the server, navigate to the following URL:

  5. Run the LDAP tests. The LDAP trace will be found in the jts.log file.

    Note: If the issue occurs during setup, the only errors that appear will be in the setup wizard. Nothing will be logged in the jts.log file.

Rational Build Forge

Advanced Properties
  • Verify migration mode is off (Scheduler Migration Mode Enabled)
  • Verify the Rational Build Forge settings

  • Verify that the counter menu item shows that the async tasks for Rational Build Forge are incrementing upward. The Counters page is only available from the Internal Admin page.

    Example: https://<servername>:9443/ccm/admin?

Gather detailed logs by enabling trace:

Rational Build Forge:
  • This will need to be configured under the Rational Build Forge services layer running on either Tomcat or WebSphere Application Server (WAS)

    Tomcat: <TOMCAT_HOME>/conf/

    The debug setting must be added to the Tomcat file.

    Tomcat (and Rational Build Forge) will need to be restarted to take affect.

    WAS: WAS console UI > Troubleshooting > Logging and tracing > <serverName > Change log detail levels


  • Add the following lines to the file (../server/ccm/conf)
  • Reload the file by accessing the following link:


    (This will avoid having to restart the server)
  • Reproduce the issue and provide the ccm.log file as well as the Rational Build Forge Log

ClearCase (CC) Connector

Additional Information:
  • Verify that the ClearCase version used is supported.
  • Verify synchronization arguments
  • Verify ClearCase Connector version: refer to the \client\eclipse\.TeamConcertproduct file
  • Verify that the ClearCase resource (VOB) exists and can be accessed from the Synchronization Host by running the command:

    cleartool describe <my_branch>@\<my_vob>
  • Collect needed data:
    • Full build log (always useful)
    • The stack trace where the failure occurred (there can be more than one of these stack trace files - they should all be collected as part of the problem report)
    • The list of properties
    • The list of synchronized files and folders (such as "sync roots") from before the synchronization attempt. These are only interesting if the synchronization attempt occurred immediately after adding or removing a synchronized file or folder from the synchronization stream.
  • Trace all WCM and CC calls. Modify sync stream properties:
    • Jazz and ClearCase: LOG_MINIMUM_DURATION=0 - The minimum number of milliseconds that a WVCM call needs to take for it to be logged. If this is set to 0, then all ClearCase calls are traced.
    • ClearCase: REPORT_ACTIVITY_MORE_THAN=0 - The minimum number of milliseconds that a ClearCase command needs to take for it to be logged. If this is set to 0, then all ClearCase calls are traced.
    • Turn on ClearCase Connector Logging: follow instructions detailed on the CCC Team Wiki.
ClearQuest(CQ) Connector/Gateway

  • Verify that the ClearQuest version used is supported.
  • Collect and verify the located in /gateway
  • From the machine where the ClearQuest Gateway is running, verify that the ClearQuest DB can be accessed from a browser using credentials as stored in the
  • From the machine where the ClearQuest Gateway is running, verify that the IBM Jazz Team Server can be accessed from a browser using credentials as stored in the
  • Verify the ClearQuest Gateway was started and check the gateway status:


    Note: The gateway status should display “Accepting ALL Requests”. If the status is accepting only setup or reset requests, the setup was not completed correctly and should be re-configured.


Open the RTC Client and go to the Synchronization rules view.

Open the External connection to the gateway and verify the settings:
  • Verify the URL defined in the external connection can be reached using a Web Browser

    Note: As per the documentation, the http connection should point to port 8081, whereas the SSL connection should use https syntax along with port 8444
  • Verify that Project Area(s) below the External Connection have sync rules attached.
  • Verify that each sync rule can be opened and edited without warning or errors (it fetches information from ClearQuest)
  • Verify that the cqconnector user has both the ClearQuest connector CAL and synchronization permissions within the project area
  • To trace the Synchronization, add the following line in the and reload the in the server


Collecting a detailed log file:
  • Stop the CQ Gateway - rotate the gateway log - copy cqgateway.log to cqgateway.log.old
  • Edit the CQ Gateway file (located in cq_gateway_installdir/gateway)

    Ensure the lines below are uncommented:

    log4j.rootLogger=DEBUG, stdout, cqgateway

    Then save your changes
  • Start the CQGateway and reproduce the issue.
  • Collect the cqgateway.log file located in the \gateway\tomcat\logs directory
ClearQuest Bridge
  • Screenshot of advanced properties Bridge Properties section

Eclipse Client

The Eclipse log is stored in the workspace directory under ../metatdata and is named .log

  • When a problem arises in the Eclipse client, there are additional traces and must gathers depending on the component where the problem occurred (such as SCM, process customization, and others).

Microsoft Visual Studio Client

Verify that the Microsoft Visual Studio Client is at the supported level

Visual Studio Client Analysis/Log
  • Get the trace file located in IBM\Rational\Team Concert Visual Studio Client.

    For example: C:\Documents and Settings\ApplicationData\IBM\Rational\Team Concert Visual Studio Client

    Note: Trace files are time stamped
  • Get the RTC log data: To launch it, navigate to Team Concert->Windows->RTC Log.

Generate a Visual Studio Dump

In the context of a Visual Studio crash.  
Subversion (SVN) Importer
  • Screenshot of the encoding type selected on the SVN Import wizard page 2
  • From client, request Dump File, or a copy of some SVN revisions (as described here) to try to reproduce the issue.

Trace the import:
  1. Stop the RTC Eclipse Client
  2. Copy the sample .options file attached below to (for instance, the same directory as the TeamConcert.exe or eclipse.exe)

  3. Modify the shortcut that launches the RTC Client (or create a new one by copying and pasting the existing one) and modify the target line:

    eclipse.exe -debug \.options –consolelog
  4. Start RTC; you should now see a console window. When you do an import, information will be written to that window.
  5. You should increase the screen buffer height of the window (such as: the number of lines), by clicking on the upper left icon and choosing Properties from the drop down window.
  6. Click on the Layout tab and increase the screen buffer height to a larger number (such as: 9999).
  7. Perform the import and send the copy of the console output.
Git integration
Refer to Logging and Troubleshooting section in product documentation.
Hudson/Jenkins plugin
Enable RTC log according to RTC log document.

Leverage the Jazz Community

Jazz and Rational Team Concert have an active community that can provide you with additional resources. Browse and contribute to the User forums, contribute to the Team Blog and review the Team wiki.
Refer to technote 1319600 for details and links.

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Product Synonym

Rational Team Concert

Document Information

Modified date:
23 August 2019