MustGather for IBM Sterling Order Management: Call Center and Store Applications

Diagnosing The Problem

• Gathering information to open a support ticket
• How to submit diagnostic data to IBM Support
• General IBM Support hints and tips

Gathering information to open a support ticket
A valid IBM customer number, contact name, email address, and phone number are important to validate the entitlement and contact information.
Refer to the section "Accessing Software Support" in the IBM Software Support Handbook to have the full list of information necessary to open a support ticket.

To determine the correct Severity of your concern for your business, refer to the IBM Software Support Handbook.

Please review if one of the below references on common issues helps address your problem. If it doesn't, proceed to the section below to gather the required diagnostics and share with Support over a case.

Common Issues Call Center and Store:

• Call Center for Commerce is displaying Out of stock for items with inventory
• How to enable Generate Tracking Number & Print button in Sterling Web Store
• Unable to display images with special characters in URL in Sterling web store
• How to resolve the issue where Item Unit Price and Order Total is showing as zero in IBM Sterling Call Center for Commerce

1. Share detailed steps to recreate the problem along with supporting screenshots and/or a recording of the problem if possible. 
2. Highlight the Observed Vs Expected behavior
3. Specify which environment/s is the issue seen in. Is the behavior only observed in Production or is reproducible in other lower environments too?
4. Since when was this issue observed? 
   1. Is this a new flow being tested or was this working before?
   2. Are there any recent changes in the impacted environment such as a custom deployment, Minor version (Fix Pack) or Major version upgrade that you think might have caused this issue?

5. Share the Business Impact and any timelines impacted due to this issue so it can be prioritized accordingly.

6. Is the problem specific to a particular user or are all users impacted? Any other patterns observed such as specific items, nodes or enterprise, etc? 

   1. Please provide screenshots of the user/node configuration

7. Is the issue seen on an out-of-the-box screen or is there customization involved? Was the same flow tested with customization turned off? Provide the following details if there is customization involved:   

   1. Screenshots of the custom pages
   2. Overview of the customization logic
   3. The extn. files for the implemented customization
8. Please share the product version in use including the Minor version (Fix Pack) level. You can get this using one of the options below: 
   1. Screenshot of the About box through the Call Center or Store application page. Clicking on the ? icon on the right-hand side of the application screen to navigate to the screen.
   2. Go to the <INSTALL_DIR>/properties folder, look up (ls -ltr *version*.*) version info files listed below and share over the case:
      1. versioninfo.properties_isc_ext
      2. versioninfo.properties_isf_ext
      3. versioninfo.properties_wsc_ext
      4. versioninfo.properties_ysc_ext
      5. offeringversioninfo.properties (Applies to Docker-based setup/OMoC customers)
   3. Self-service tool (For OMoC customers)
9. Please specify if the issue is on a Mobile device or web application. If it is a mobile device, please share -
   1. Device details e.g: Ipod etc. 
   2. Browser details/version
   3. Is the store launched through a hybrid app or through the browser on the mobile device?
10. If SIM is enabled for the store, please provide the SIM tenant id.
11. If facing an issue with the UI:
    1. Please collect WUFALL logs.
       1. Based on the WUFALL logs, if a problematic API is narrowed down, please collect Verbose logs as explained in the next step. Please apply VERBOSE tracing on the Component Type API and Component Name (API where the issue is seen) and share the logs.
          For more details, refer to the video that illustrates how to put components on a trace
          
          Note: VERBOSE trace is not recommended for the production environment. If you are able to reproduce the issue only on production, consider single user test with UserTracing enabled instead or enabling Verbose traces during a low activity period.
    2. Capture and attach the HAR file for the scenario from a working vs. non-working environment. 
12. If facing an issue with logging into Call Center or Store
    1. If the environment is IBMid federated then check the following:
       • A support ticket can be opened to check if there are any ongoing outages
    2. Issues with UserId/password combination 
       • If there is a user setup issue, please collect/provide the following details:
         • Is the log-in issue specific to only one application(CC) or if it is across all applications?
         • Is the user getting authenticated correctly between OMS and IBMid?
         • Does the user exists in OMS and do they have more than one user for that email id?
         • In the application manager, what groups are the users in?
         • Do they have permissions set to access that application, in the application manager?
         • Are they in any Teams in the application manager?
    3. Apply VERBOSE tracing on the Login API in OMS and share the logs.