IBM Support

Collect troubleshooting data for IBM Business Automation Manager Open Editions for V8 Release

Troubleshooting


Problem

To enable the IBM® Business Automation Manager Open Editions Support team (Support) to assist with your problem, you must collect documentation so that the Support team can diagnose your problem. Gathering the required documentation before you contact Support expedites the troubleshooting process and save you time. Otherwise, you might be directed to collect this data after the case is opened to allow us to proceed with our investigation.

Diagnosing The Problem

Business Impact
Business impact is a clear and specific description of the impact that the issue is having on your business (such as timeline, stakeholder commitments, revenue, regulatory requirements, or user impact). Providing a detailed impact allows us to better understand the urgency of the issue you are experiencing, as well as whether you need an immediate workaround or full root cause analysis and correction. Supply the specific impact that this issue is having on your company, including:
Environment description
  • IBM Business Automation Manager Open Editions product and version.
  • Operating system and version
  • Application Server name and version
  • Database vendor and version
  • Information about other involved software
  • Is your environment a Production, Test, or QA environment, and how is that environment impacted?
  • If you are running in a cluster, describe the topology that you have in place. If you have a topology diagram, provide it including host names, ports, and so on.
  • Is your IBM Business Automation Manager Open Editions product running in a container or virtual machine? If so, provide more details on the software that you are using and its version.
Detailed problem description
Provide a precise description of the issue and add every detail that might be related such as:
  • What were you trying to do, and which symptoms do you see that are unexpected or unwanted?
  • Which interface, component, or application is involved?
  • Do you see any error messages in the GUI or in the logs or trace?
  • What is the time stamp when the problem occurs (including second if possible)?
  • Did the current scenario work previously in this or another environment? If yes, specify any changes that occurred.
  • Is this issue reproducible at will? How often does this problem occur? Do you see any indicators on why the behavior happens?
  • Provide screen captures if applicable (if an error message is not shown or if the specific error is not seen in the log files, and so on)
Diagnostic information for specific component and issue type:
Runtime process execution issues
  • Exact version of IBM Business Automation Manager Open Editions along with patch level
  • Is the latest rollup patch applied?
  • Database vendor and patch
  • Application server vendor and version
  • Application Server log (e.g. server.log for JBoss EAP)
  • Is the process executed by KIE Remote APIs (Rest, JMS) or wrapping the KIE API directly?
  • Process or Case Management files (.bpmn2, custom domain workitems if used, git repository)
  • Runtime strategy (SINGLETON, PER_PROCESS_INSTANCE, PER_REQUEST) used
  • Fact models used (model jars)
  • kmodule.xml and kie-deployment-descriptor.xml
  • Steps or simplified projects to reproduce the issue (when possible)
Runtime rules execution issues:
  • Exact version of IBM Business Automation Manager Open Editions along with patch level
  • Is the latest rollup patch applied?
  • Rule files (DRL, Guided Decision Tables, git repository)
  • Application server vendor and version
  • Runtime logging 
  • Fact model used (model jars)
  • kmodule.xml
  • Steps or simplified projects to reproduce the issue (when possible)
Business Central editors issues
  • Application Server log (e.g. server.log for JBoss EAP)
  • Application Server configuration files (e.g. standalone-full.xml or domain.xml for EAP)
  • Screenshots
  • Browser used
  • Application server where it is deployed
  • Rule and Process files (.bpmn2, DRLs, Guided Decision Tables, Git repository exports, etc)
Data deadlocks issues
  • Application Server log (e.g. server.log for JBoss EAP)
  • Application Server configuration files (e.g. standalone-full.xml or domain.xml for JBoss EAP)
  • Database being used
  • Database SQL log
Sending Support Diagnostic Data
You can open a case or send data through the IBM® Support community or upload large files through the ECuRep upload options, which include SFTP, HTTPS, or utility.

Document Location

Worldwide

[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSFVHI5","label":"IBM Business Automation Manager Open Editions"},"ARM Category":[{"code":"a8m3p000000LRU1AAO","label":"BPMN"},{"code":"a8m3p000000LRU2AAO","label":"DMN"},{"code":"a8m3p000000LRTwAAO","label":"Install"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"8.0.0;8.0.1;8.0.2;8.0.3"}]

Document Information

Modified date:
27 July 2023

UID

ibm16606193

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