IBM Support

Must Gather for IBM Configure Price Quote (CPQ)

Troubleshooting


Problem

MustGather information aids in problem determination and saving time while resolving cases. IBM Order Management Support can better understand your problem if all the information requested in MustGather is provided upfront.
Once the diagnostics are captured, this document will also guide you to share the data with IBM Support.

Diagnosing The Problem

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 determinate the correct Severity of your concern for your business, refer the IBM Software Support Handbook.

A. Please provide all of the following, before you gather problem specific information requested in part B:
  1. Share detailed steps to recreate the problem along with supporting screenshots and/or a recording of the problem if possible.
  2. A sample of the model XML in which the issue is seen. Create a simple model with one/two option classes, items and test if the issue is still seen.
    • If the issue is still occurring, please share the simple model XML.
  3. Please highlight the Observed vs. Expected behaviour.
  4. Describe the Business Impact this problem is having specifying current and future Business Impact.
  5. Indicate any project deadlines.
  6. What is the current impact on users? How many users are affected?
  7. Specify whether the issue is in Development, QA, Pre-Prod, or Production environment.
  8. What fix pack version is being used (Major/Minor versions)?
  9. When was this issue first seen, can you kindly share if any changes have been made prior to when the issue was first seen, is the issue intermittent?
  10. Is this a new flow being tested or was this working before?
  11. Is this issue being seen with an OOTB setup or has there been any customizations added?
    • If so, what has been customized?
Once you capture the above details, please go to the individual sections below to provide additional details needed for the sub-categories where you are seeing the issue(s).
B. Depending on the nature of the issue, click the problem or issue type that best describes your situation. This lists the diagnostics that the IBM Support team requires to review your problem:
Please provide the following details based on the issue:
Functional:
  1. Model Compilation, Compile and Test, Test is Failing
    1. Visual Modeler debs.log and the configurator.out logging taken during the model compile process. Kindly reference, Sample log4j2 Properties for Omni-Configurator.
    2. Provide screenshot of the following screen from the Visual Moderator admin URL, System Services -> Sterling Fulfillment on the Fulfillment page.
    3. Share the adapter.properties from Omni configurator.
    4. If the issue is with compilation and test, you can just do a compile and see if the compile process is successful (narrow down which process the issue is seen). The aim is to narrow down which process is causing such failure.
  2. Model Related Operations are Failing
    1. Visual Modeler debs.log and the configurator.out logging taken during the model compile process. Kindly reference, Sample log4j2 Properties for Omni-Configurator.
    2. Capture a .HAR file by following the steps outlined here, generating a HAR file.
  3. Issues with DDM
    1. Visual Modeler debs.log and the configurator.out logging taken during the model compile process. Kindly reference, Sample log4j2 Properties for Omni-Configurator.
    2. Share the ddm-config.xml file present under <model_repository>/tenants/<tenant_name>/ folder.
    3. Share the adapter.properties from Omni configurator.
    4. Please confirm that a filter on the data does not use model properties. They cannot be used to build conditions on DDM.
Model Compilation is Slow:
  1. How is this issue affecting performance, please share performance metrics before and after issue began?
  2. Is this slowness only happening for one model or all?
    • How long is the model taking to compile for single/all models?
    • How does this differ to prior compilation time seen for other models?
    • How many option classes, items, rules and properties are set?
  3. Capture a .HAR file by following the steps outlined here, generating a HAR file.
  4. Visual Modeler debs.log and the configurator.out logging taken during the model compile process. Kindly reference, Sample log4j2 Properties for Omni-Configurator.
Installation:
  1. Installing Fix Pack Issue
    1. What was the original fix pack number along with which fix pack you are moving to?
    2. Kindly provide details/screenshots of the error that is being thrown.
    3. Provide the tracing outputted during installation that captures the error output.
  2. Other Related Installation Issues
    1. What are you trying to install?
    2. Kindly provide details/screenshots of the error that is being thrown.
    3. Share the steps, commands ran and documentation followed during installation.
    4. Provide the tracing outputted during installation that captures the error output.
Deployment:
  1. What issue being shown along with the corresponding error.
  2. Full set of logging where the error is thrown. This can be found within the app server startup script.
  3. Which app server are you using (provide major and minor versions)?
  4. Validate the steps mentioned in the following documentation, Deploy the Sterling Configurator Visual Modeler on IBM WebSphere.
  5. If you are deploying on Websphere Application Server please specify the classloader policy.
  6. If you are deploying on Websphere Liberty Server please provide the server.xml file.
  7. Share all of the JVM parameters set.
Please provide the following details based on the issue:
 
Backend:
  1. Apply verbose/debug tracing on OMNI-Configurator API via swagger/REST API.
  2. Invoke the API from Postman and capture the configurator.out logs
  3. Capture screenshots and the exact timestamp when this was invoked.
  4. Share the following files, EhCache.xml, cacheTypes.properties and log4j2.XML.
  5. OMNI-Configurator backend WAR file.
UI:
  1. Where is Omni-configurator launched from, Visual Modeler, IBM Sterling Business Center, IBM Call Center, Sales Force (SFDC) or IBM Field Sales?
  2. Kindly share the Omni-Configurator UI WAR file.
  3. Capture a .HAR file by following the steps outlined here, generating a HAR file.
Performance:
  1. When was this issue first seen?
  2. What particular user action has a performance issue?
  3. What model rule is associated to that action?
  4. Has there been any recent changes made prior to seeing the performance issue?
  5. How is this issue affecting performance, please share performance metrics before and after issue began?
  6. Is this slowness only happening for one model or all?
    • How many option classes, items, rules and properties are set?
    • How long does the model take to load on the UI?
      • When invoked directly through Postman what performance is seen, is it still affected?
  7. Capture a .HAR file by following the steps outlined here, generating a HAR file.
Customization:
  1. Details on Omni-configurator customization performed.
  2. Full set of steps followed when applying/creating customizations.
  3. Snippet of the error that is being thrown when attempting to apply/build customizations with the logs.
  4. Kindly share the configurator.war file.
  5. Has the custom code been validated?
    • Remove customizations to validate and see if the issue is still seen.
    • If the error is pointing to code, directly check where the issue is pointing and check for such.
  6. Have the following documentation references been followed:
Please provide the following details based on the issue:
UI:
  1. When launching through Visual Modeler, is the same issue present?
  2. Share what error is seen along with the WUFALL logging.
  3. Capture a .HAR file by following the steps outlined here, generating a HAR file.
  4. Share all of the JVM parameters set.
CPQ-SFDC Integration:
  1. Kindly share the entire flow and scenario in which you are trying to achieve along with screenshots.
  2. What issue is being seen when working through the scenario?
  3. Share the console.log and messages.log files captured during the integration.
  4. Capture a .HAR file by following the steps outlined here, generating a HAR file.
    • Confirm that the session is held by providing a screenshot of the 'Quotes' tab in Salesforce
How to Submit Diagnostic Data to IBM Support
General IBM Support Hints and Tips
  • CPQ Overview - Overview of all components and features related to CPQ.
  • Installing - System requirements, download documentation and installation checklist when planning to install CPQ.
  • Upgrading - All setup details when planning migration between versions.
  • Configuring - Shared components, users, system-wide settings, property files and implementing solutions.
  • Localizations - CPQ supports the display of dates, times, number formats, currency, units of measure, and other values according to the standards of different countries, regions, and locales.
  • IBM Sterling Order Management System Support 101 page

Document Location

Worldwide

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Document Information

Modified date:
18 July 2025

UID

ibm16841505

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