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Collecting Data: Read first for IBM Tivoli Service Automation Manager

Troubleshooting


Problem

Collecting data for problems with IBM Tivoli Service Automation Manager (TSAM). Collecting this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

Diagnosing The Problem

First Step


Review the Troubleshooting and error recovery topic in the IBM Knowledge Center (for the release you are using).



Collect the DCMExport of your environment

  1. Log on to TSAM Management Server

  2. Run su - tioadmin

  3. Switch to directory TIO_HOME/tools

  4. Run dcmexport.sh

    Syntax: dcmexport.sh -d output_file_name

    Example: dcmexport.sh -d /myDirectory/myOutput.xml



Collect SystemOut.log, SystemErr.log and trace.log

  1. Raise the log levels of the PMZHB Logger and Integration Logger to DEBUG

  2. Enable BlueCloud logging

  3. Reproduce the de-registration error

Enable Logging
How to set PMZHB Logger to DEBUG level:
  1. In Administrative User Interface go to System Configuration > Platform Configuration > Logging
  2. Use filter to search for pmzhb
  3. Expand pmzhb and change Log Level to DEBUG
  4. Click Save
  5. In Select Action Menu select Apply Settings


How to set INTERGATION TPAE logger to DEBUG level:
  1. In Maximo Start Center go to System Configuration > Platform Configuration > Logging
  2. Type INTEGRATION into the logger input field and hit ENTER
  3. Set the log level to DEBUG
  4. Click Save
  5. In Select Action Menu select Apply Settings
If this is not the case there might be software stacks left that refer to this image.


Enable BlueCloud logging (setting trace level for packages in WAS):
In WAS Admin Console go to Troubleshooting > Logs and Trace > MXServer > Change Log Detail Levels > Runtime tab

Set the following to All messages and Traces:
  • com.ibm.hipods
  • com.thinkdynamics.KANAHA
  • com.ibm.tivoli

Note: Ensure that logging is enabled and please also set the Maximum File Size to 20 MB and the Maximum Number of Historical Files to 5. These settings can be found at WAS Admin Console under Troubleshooting > Logs and Trace > MXServer > Diagnostic Trace.

IMPORTANT: After collecting the log files, reset the changes regarding the log settings to avoid performance issues.

Run the following query in your browser:https://{hostname}:{port}/maxrest/rest/os/TPV02IMGLIBENT RYMSTR?_lid={maxadminUser}&_lpwd={maxadminPwd}


Note: Replace {hostname}, {port}, {maxadminUser}, {maxadminPwd} accordingly


Collect messages

  1. Tpae UI: Go to Service Automation > Service Deployment Instances

  2. Search and select the project (that failed during cancel)

  3. Select the Messages tab

  4. Select the Download link in the blue bar of the Messages section to download the messages in .xls format


Reproduce the problem and collect the launchpad log


Debug TSAM Launchpad
  1. Set environment variable DEBUG_TSAM_LAUNCHPAD=true on your operating system
  2. Re-run the launchpad and enable trace area:
    • Trace area opens after pressing CTRL and at the same time click into big blue bar on top (but inside) the launchpad window
    • Save the output of the trace area after reproducing the problem


Debug SimpleSRM GUI (WEB 2.0 GUI):

This section describes how to record all HTTP traffic of a TSAM web session into a single HAR (Http ARchive) file for debugging and error reproduction purposes.

  1. Acquire the Firebug plugin and install into your Firefox browser

  2. Acquire the the NetExport and ConsoleExport extensions

    Note: They are XPI files that you install as an extension to Firefox

  3. Record with debugging enabled
    • TSAM 7.2.1.x - TSAM 7.2.2.0 you append a parameter debug=2 to the URL:

      Example: https://host:port/SimpleSRM?debug=2

    • TSAM 7.2.2.2 - TSAM 7.2.5 you need to set the debug=2 value in the config.properties file on the management server in the following path and restart MXServer:

      /opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/installedApps/ctgCell01/MAXIMO.ear/SimpleSRM.war/WEB-INF/classes/com/ibm/tivoli/simplesrm/configuration/config.properties

  4. Reload your TSAM UI with Firebug enabled (Net and Console panels must be enabled)

  5. Click the Export button on the Net tab to save the HAR to a file after you have used the offering to identify the REST calls

    The file will be a simple JSON structure

  6. Click on the Console tab Export > Save As... and save the output when the problem occurs



Provide the workflow log of failed RP.ClusterProvision workflow in xml format:

  1. Log in as maxadmin (in TSAM Administrative user interface)

  2. Go to Administration > Provisioning > Provisioning Workflow Status

  3. Select RP.ClusterProvison workflow that failed

  4. Select Export in Select Action drop down


Sending data to support

After you have collected the preceding information, you can begin analyzing the data or simply submit the diagnostic data to IBM support. After a PMR is open, you can submit diagnostic data to IBM. If you are using Service Request (SR), update the PMR to indicate that data has been sent.

For a listing of all technotes, downloads, and educational materials search the IBM Tivoli Service Automation Manager product support site.

Note: Do not send any confidential information from your company.

[{"Product":{"code":"SSFG5E","label":"Tivoli Service Automation Manager"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"General Information","Platform":[{"code":"PF033","label":"Windows"},{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"}],"Version":"7.1;7.2;7.2.1;7.2.2;7.2.3;7.2.4;7.2.5","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
17 June 2018

UID

swg21615361