IBM Support

Collect troubleshooting data for web services problems in IBM Automation Workflow

Troubleshooting


Problem

You have a web service problem with IBM Business Automation Workflow. You want to know what documentation to collect (MustGather) so that the IBM Support team can diagnose your problem. If you gather this documentation before you contact IBM support, then it expedites the troubleshooting process and saves you time.

Diagnosing The Problem

Collect the MustGather information for Web Services problems in IBM Business Automation Workflow. Gathering this information before you call IBM support helps in understanding the problem and saves time to resolve the problem.

IBM Business Automation Workflow has two different ways to use Web Services.  It makes use of Web Service Integration components, SOAP message connector components, and Web Service components. These components are created by using the Workflow Designer tooling. These components are referred to as Standard Web Services Components in the information that follows.

It also allows for the creation of Web Service Import and Export components, which are created by using the IBM Integration Designer tooling. These components are referred to as Advanced Web Services Components in the information that follows.
Setting the trace string
Web Services problems when using Standard Web Services Components:
Set the trace string to ​*=info:WLE.*=all: com.ibm.ws.websvcs.*=all
 
Web Services problems when using Advanced Web Services Components:
Set the trace string to
*=info:SCA.*=all:com.ibm.ws.webservices.*=all:org.apache.*=all:com.ibm.ws.websvcs.*=all:com.ibm.ws.metadata.*=all


If the Web Services issue involves Web Services Security, see the Web Services Security MustGather.


Note: Enabling the trace might slow down your system. This delay can lead to transaction timeouts and errors.

To set the trace and generate a new set of logs and traces, complete the following steps:
  1. Under ​Troubleshooting​ ​>​ ​Log and Trace​, pick the server where you want to change the settings. ​
     
  2. Click Change Log Detail Levels​.
     
  3. Select the ​configuration tab to set the tracing. This change takes effect after the next server restart and a new set of log files can be collected. Optionally, select the runtime​ tab to dynamically set the tracing.
     
  4. Enter the trace string and click OK.
     
  5. If you selected the configuration tab, stop the server.
     
  6. Archive and delete the current logs/traces/ffdc from the following directories:
    • <install​​_​​root>​​/​​profiles/<profile​​_​​name>​​/​​logs​​/<​​server​​_​​name>
    • <install​​_​​root>​​/​​profiles/<profile​​_​​name>​​/​​logs​​/ffdc
       
  7. Start the server and check the trace.log file to make sure that the correct tracing is set.
     
  8. Reproduce the problem and gather the complete server log files and ffdc directory.
     
  9. Reset the trace string to *=info from the Log Detail Level for your server.
     

Note: Ensure that you set the Maximum trace file size (recommendation: 100MB) as well as the number of historical trace files (recommendation: 10) to an appropriate value. You can find those values at Servers > Application Servers > server_name > Diagnostic Trace Service.
 
General diagnostic information

Collect the general MustGather information as described in Collect troubleshooting data for the IBM Business Automation Workflow.

In addition, provide the following information for web services problems:
  • An export of the project (either a twx file or a Project Interchange file)
  • Sample SOAP request and response message
  • WSDL file for the web service being invoked, including any included WSDL or XSD files
  • Is this service an inbound Web Service?
  • Is this service an outbound Web Service?
    • Check WSDL for WS-I compliance
    • If you use Standard Web Services components, is the Web Service Integration or SOAP message connector used?
    • Is Web Services security or SSL being used for this service?
 
What to do next
  1. Review the logs and traces at the time of the problem to try to determine the source of the problem.
     
  2. Use IBM Business Automation Workflow support site to search for known problems in the information center, forums, and technotes.
     
  3. If you cannot find related problems or cannot solve the problem, send the information you collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.
     

[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSFPJS","label":"IBM Business Process Manager"},"ARM Category":[{"code":"a8m50000000CcSWAA0","label":"Web Services"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"},{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS8JB4","label":"IBM Business Automation Workflow"},"ARM Category":[{"code":"a8m50000000CcSWAA0","label":"Web Services"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]

Product Synonym

BPM; BAW

Document Information

Modified date:
14 September 2022

UID

swg21593461