MustGather: Sterling OMS Heartbeat related issues for WebSphere Commerce V7.0

Technote (troubleshooting)


Problem(Abstract)

MustGather: Sterling Heartbeat related issues for WebSphere Commerce V7.0

Resolving the problem

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Gathering this MustGather information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.


Collecting Data

I. Configure environment

Follow the instructions below to configure your environment to capture the required diagnostic information:

  1. Update the size of the trace files to 20MB and the number of historical trace files retained to 20
  2. Enable the following runtime trace string:
    • *=info:com.ibm.commerce.inventory.*=all:com.ibm.commerce.order.*=all:com.ibm.websphere.commerce.WC_ORDER=all:com.ibm.websphere.commerce.WC_SCHEDULER=all:com.ibm.commerce.foundation.logging.ServiceLogger=finest:com.ibm.websphere.commerce.WC_INVENTORY=all

  3. Enable the following trace on the WESB server
    • *=info

Configuring logging

II. Reproduce the problem

  1. Note the specific steps used to reproduce the problem and any details that may be relevant

III. Collect data

Include the general information requested in MustGather: General Issues in WebSphere Commerce V7.0 alongside the component-specific information requested below.

  1. Collect the following files from the system:
    • WC_eardir/xml/config/com.ibm.commerce.inventory.external/wc-component-client.xml
    • WC_eardir/xml/config/com.ibm.commerce.order-fep/wc-admin-component.xml
    • WC_eardir/xml/config/com.ibm.commerce.order-ext/wc-admin-component.xml
    • WC_profiledir/logs/server_name/
    • WESB_profiledir/logs/server/
    • Sterling_installDir/logs/
    • Sterling_profileDir/logs/server/
    • WC_eardir/xml/config/wc-server.xml
  2. Naming conventions can be found here.


  3. Run the following database queries to collect the necessary information from your database (output results in CSV format):
    Query Output file name
    SELECT * FROM SCHCONFIG WHERE SCCPATHINFO='SterlingOMSUpdateSystemState' SCHCONFIG.csv
    SELECT * FROM SCHSTATUS WHERE SCSJOBNBR IN (SELECT SCCJOBREFNUM FROM SCHCONFIG WHERE SCCPATHINFO ='SterlingOMSUpdateSystemState') SCHSTATUS.csv
    SELECT * FROM STOREENT STOREENT.csv

IIII. Additional data

Collect the additional data if requested by support

  • For tracing a specific message, enable the tracing flag for the corresponding component. See Message-specific trace mediation primitives
  • For SIB issues with the JMS engine, enable the following trace on the WESB server
    • *=info:com.ibm.ws.sibx.*=all:com.ibm.wsspi.sibx.*=all:com.ibm.websphere.sibx.*=all:com.ibm.ws.sib.processor.utils.UserTrace=all:SIBTrm=all:WLM*=all:SIBMessageTrace*=all:SIBCommunications=all:SIBProcessor=all:SIBAdmin=all:com.ibm.ws.management.commands.sib.*=all

  • For BO issues (XML transformation, serialization and mediation), enable the following trace on the WESB server
    • *=info:SCA.*=all:ArtifactLoader=all:BOCore=all:BOFactory=all:BOXMLSerializer=all:BOXMLDocument=all:BOTypeMetaData=all

Configuring logging

Collect data
  • Collect the following files from the system:
    • WESB_profiledir/config/cells/WESB_celldir/applications/WCToSSFSMediationModuleApp.ear/WCToSSFSMediationModuleApp.jar
    • WESB_profiledir/logs/XCT/

    Naming conventions can be found here.


Submitting data to IBM Support

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

  • IBM Support Assistant (ISA)
  • Service Request (SR)
  • E-Mail
  • FTP to the Enhanced Customer Data Repository (ECuRep)
Exchanging information with IBM Technical Support for problem determination





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Document information


More support for:

WebSphere Commerce Enterprise

Software version:

7.0

Operating system(s):

AIX, IBM i, Linux, Solaris, Windows, i5/OS

Software edition:

All Editions

Reference #:

1644955

Modified date:

2014-03-06

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