Collect troubleshooting data for coach problems in IBM Business Process Manager (BPM)

Diagnosing The Problem

Problem Description :

• Describe the steps to recreate the issue. The description of the issue must include the type of user interface and the type of scenario leading to the issue. Please refer to the following categories :

A) User Interface :
• Heritage Human Service :
- Heritage coaches
- Coaches ( including Coach Views )
• Client Side Human Service

B) Scenario :
• Authoring :
- Eclipse-based Process Designer for Heritage Human Services
- Web-based Process Designer for Client Side Human Services
• Execution :
Both types of Human Services run in a browser via :
- Process Designer play back
- Process Portal
- Exposed URL



• Provide information on the user interface as follow :
• Heritage Coaches :
- Indicate whether you are using coach XSL and CSS from system data or they have been customized.
- System Toolkit version
- Specify the type of Sections or Controls included in the Heritage Coach

• Coaches and Coach Views :
- Version of Coaches Toolkit
- Please identify whether you are using a BPM provided stock control (coach view) or your own custom coach view.
- If you are using the BPM provided stock controls, please specify the control name. See the list of controls here : http://www.ibm.com/support/knowledgecenter/SSFPJS_8.5.7/com.ibm.wbpm.ref.doc/topics/rstockcontrols.html?cp=SSFPJS_8.5.7&lang=en

• Responsive Coaches :
- Version of the Responsive Coaches Toolkit
- Specify the type of control used in the responsive coach; refer to this URL for the complete list of controls :
http://www.ibm.com/support/knowledgecenter/SSFPJS_8.5.7/com.ibm.wbpm.ref.doc/topics/c_litecontrols.html?lang=en

• Provide browser related information :
• Name and version number. Indicate whether the problem is isolated to a specific browser or version.
• While recreating the issue, collect :
1. Web console logs (via F12 developer tools)
2. Fiddler trace collected on the browser when the issue occurs.
Note 1: See instructions on how to collect these logs below.
Note2 : Please collect the server related traces ( see below ) simultaneously.


• Provide server related information :

• The following complete log directories:
• install​​_​​root/​​profiles/profile​​_​​name​​/​​logs​​/server​​_​​name
• install_​​root/​​profiles/profile​​_​​name/​logs​​/ffdc
For Heritage Coaches, use the following trace string:
*=info:WLE.wle_servlet=all:com.ibm.ws.session.*=all:HTTPChannel=all

For other types of Coaches use the following trace string:
*=info:WLE.wle_servlet=all:com.ibm.ws.session.*=all:HTTPChannel=all:com.lombardisoftware.component.coachng.gen.CoachGeneratorStage2=all



• Provide a simplified test case, by exporting it as a process app in .twx format.

• Run the following command to obtain the IBM Business Process Manager version:
  versionInfo -maintenancePackages
  
  

1. Navigate to http://:9060/ibm/console
2. Resources > Resource Environment > Resource Environment Providers
3. Click "Mashups_ConfigService" in table
4. Click "Custom properties" in the Additional Properties section
5. Click the "Show filter function" button
6. Type "isDebug" in the Search terms field and click Go
7. Click "isDebug" in the table
8. Change the value from "false" to "true"
9. Click Apply and then Save the configuration
10. Restart the server

1. Go to Tools > Fiddler Options > HTTPS
2. Check the following boxes:
   - Capture HTTPS CONNECTs
   - Decrypt HTTPS traffic
   - Ignore server certificate errors
   

What to do next

1. Review the log files and traces at the time of the problem to try to determine the source of the problem.
   
   
2. Use IBM Support Assistant to search for known problems in the product documentation, forums, and technotes.
   
   
3. If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.