MustGather for IBM Sterling Order Management: Installation and Deployment related issues

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. Provide the Business Impact along with any timelines impacted due to the reported issue.
4. Which environment is the issue seen? Is the behavior only reproduced in Production or other lower environments too?
5. Since when is the issue seen on your end (share timestamps)?
6. Are there any recent changes in the impacted environment, such as a custom deployment, Fix pack (Minor version) , or Major version upgrade that might have caused this issue?
   • For On-Prem customers, share the product version in use, including the Fix pack (Minor version) level. You can get this information by using one of the options:
   • A Screenshot of the "About" pop-up through the Application console. This can be opened by clicking the IBM icon on the top right-hand side of the console screen.
     • Go to the <INSTALL_DIR>/properties folder, look up (ls -ltr *version*.*) version info files listed, and share over the case:
       • versioninfo.properties_isc_ext
       • versioninfo.properties_isf_ext
       • versioninfo.properties_wsc_ext
       • versioninfo.properties_ysc_ext
   • For Containers customer, you can check the following location.
     • For OMS setup, ${RT}/properties/versioninfo.properties_ysc_ext in the image
     • To check the Operator version, review the resources.yaml file
   • For OMoC Legacy or Next Gen platform, use the Self-service tool

How to submit diagnostic data to IBM Support

• After collecting the preceding information and a support ticket is opened, follow the instructions in submit diagnostic data to IBM (ECuRep) or Enhanced Customer Data Repository (ECuRep) for secure upload.
• If you use IBM Community Portal, update the case to indicate that data has been sent.

Back to top

General IBM Support hints and tips.

• Deploying IBM Sterling Order Management Software
• Continuous Delivery updates - Know more about the Continuous Delivery support lifecycle policy.
• Upgrading - The enhancements in a new release of the application can affect many parts of your business environment. To ensure success, treat the upgrade process as a project that requires careful planning, adequate time, and adequate resources.
• Major updates schedule 
• Minor updates schedule 
• IBM Sterling Order Management System Support 101 page