IBM Support

MustGather for IBM Sterling Intelligent Promising Issues

Troubleshooting


Problem

MustGather information aids in problem determination and saving time while resolving cases. IBM Sterling Support can better understand your problem if all the information requested in this 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. Provide answers to all of the following before you gather problem-specific information requested in part B.
 
  1. Describe the Business Impact (current/future) due to this problem
  2. Indicate any project timelines impacted.
  3. What is the current impact on users? How many users are affected? 
  4. How frequently is the issue seen - once/multiple times a day/week, intermittently/consistently?
  5. Tenant Details
    • Production/Non-Production
    • Tenant Id
    • Carrier
    • Carrier Management - Legacy or CAS
  6. When did the issue start? Were there any recent changes to the system such as a new deployment, functionality roll-out etc.?
  7. Provide detailed replication steps for Support to test the issue along with any relevant screenshots.
  8. Is this a new flow being tested or was it working before?
  9. Capture a .HAR file by following the steps outlined here.
  10. Capture developer console logs by following the steps outline here.
  11. If you have SIP deployed on Containers, see the corresponding IBM Sterling Intelligent Promising Containers MustGather.
B. Find the problem that best describes your situation. This lists the diagnostics that IBM Support team requires to review your problem.

For issues pertaining to any of the Promising Calculation APIs, capture and share the following diagnostics:

  1. Is the issue observed from the REST Client or Order Hub?
  2. If the issue is observed on Order Hub, verify the behavior by directly calling the API with the same API input, and share the observations.
  3. What is the API request and body used?
  4. What is the response received?
  5. For issues with Promising Calculations, follow the steps in the Troubleshooting Promising Calculations documentation to capture diagnostics.
  1. Unable to view EDD Simulator in the Promise and Fulfill Menu
    • Screen prints of:
      • Order Hub UI.
      • User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>
      • Resource Permissions set in User Group associated with the impacted user or users, Applications Manager -> Application Platform(Enterprise) -> Security -> Groups
  2. EDD screen is rendered blank
    • Screen print of the Order Hub UI.
  3. Inconsistency in the output of EDD Simulator
    • Provide multiple example inputs and outputs that show the inconsistent behavior.
    • Invoke EDD API directly through a rest client by using same data passed in the EDD Simulator and share the API input and output.
  1. Unable to view Sourcing Tester in the Promise and Fulfill Menu
    • Screen Print of:
      • Order Hub UI.
      • User Configuration in OMoC, Applications Manager -> Application Platform(Enterprise) -> Security -> Users -> <User Name>.
      • Resource Permissions set in User Group associated with the impacted User/Users, Applications Manager -> Application Platform(Enterprise) -> Security -> Groups.
  2. Sourcing Tester screen is rendered blank
    • Screen Print of Order Hub UI.
  3. Inconsistency in the output of Sourcing Tester
    • Provide multiple example inputs and outputs that show the inconsistent behavior.
    • Invoke getSourcingConfig REST API directly using same input passed to the Sourcing Tester. Share the API input and output.
  1. Name of file processed
  2. What time was the process initiated?
  3. What is the concern?
  4. Did you receive an email - success/failure notification?
  5. If you are sending data via an API - Provide the API input and output
  1. Provide COS bucket name
  2. Provide client side logs
  1. Share Optimizer API link as well as API input and output
  2. Capture a .HAR file by following the steps outlined here.
  3. Share the Optimizer error code listed here.
  1. Share a screenshot of the optimization settings page
  2. Share the error for derived capacity if it is set
  1. Issue description with the expected behavior vs actual observation
  2. Share the order number
  1. Issue description
  2. Screenshot of UI from the Order Hub application

For issues with Inventory Visibility, please refer to the  Inventory Visibility Must Gather to capture diagnostics.

How to submit diagnostic data to IBM Support


General IBM Support hints and tips

Here you can find a list of useful links for IBM Order Hub and the Support processes:

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Document Location

Worldwide

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Document Information

Modified date:
18 July 2025

UID

ibm17171658

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