MustGather requirements for HCL Support

Use the following topics to gather the required information that you need to troubleshoot issues that you are facing with HCL Commerce with HCL Support.

Providing this information allows for HCL Support to more quickly and effectively diagnose your product issues without additional communication overhead. Specific issues that have been previously identified can be confirmed and remediated, and issues that are new to HCL Support can be more easily replicated, diagnosed, explained, and examined by the support and development teams.

Some MustGathers require enhanced trace logs for greater insight into specific problems. For information about how to configure logging and tracing, see Configuring logging for runtime environments.

MustGather information for catalog-related issues

MustGather information for contract, pricing, and offer-related issues

MustGather information for installation-related issues

MustGather information for Management Center-related issues

MustGather information for marketing-related issues

MustGather information for Member and User-related issues

MustGather information for order-related issues

MustGather information for performance-related issues

MustGather information for promotion-related issues

MustGather information for runtime-related issues

MustGather information for security-related issues

MustGather information for Sterling integration-related issues

MustGather information for Store-related issues

MustGather information for workspaces-related issues

MustGather information for messaging-related issues

Customization server logging

Use the java.util.logging.Logger for logging on the Customization server. This logger is used by default for any HCL provided samples.

Logging for the custom packages of clients is based on the packages that are created by the client developers and the loggers that they include within their packages.

Performance loggers

The performance logger produces trace information about the response time when HCL Commerce calls out to different servers or external systems. The trace can be used by a monitor to measure response times.

The trace is enabled by using the following string: com.ibm.commerce.performance=fine.

The following sample entry shows a sample performance trace file entry, in JSON format:
{"timestamp": "2012/10/02 23:56:38:265 EDT", "threadID": "0000009c", "source": "External OMS", "service": "getPage-getOrderList", "serviceTime": "6188 ms"},
The following performance measurement loggers are used by the HCL Commerce service servers to trace request and response calls:

Available server loggers

Server Service
Transaction server RestServerLogger, RestClientLogger, UELogger, external service logging
Customization server Use java.util.logging.Loggerservice to log trace.
Search server RestServerLogger, RestClientLogger, SolrLogger, UELogger
Store server ServletRequestLogger, RestClientReadEfficiencyLogger, RestClientLogger

The externalized customization performance logger, com.ibm.commerce.foundation.logging.service.UELogger, is available to gather performance data to help you identify any performance bottlenecks with your customizations. The UELogger is always-on logger for providing a light-weight trace.

The UELogger performs the following functions:
  • Measures the entire externalized customization extension process.
  • Logs the outbound calls to the external REST services when an extension runs.
  • Logs the order data persistence when an extension runs.
The logging layer does not measure the following metrics:
  • If caching is enabled for the operation.
  • If the operation result was a cache hit.
Note: The result size is measured only for the outbound calls to the external rest services.

The com.ibm.commerce.foundation.logging.service.UELogger is implement by the UEExecuteUtils, UEInvoker, and OrderResponseHandler classes.

JCA connectors

The following are the JCA connectors tracing components in HCL Commerce service:

Available trace loggers

Tracing Component WebSphere JRAS Extensions Trace Logger
JCA Silverpop adapter com.ibm.websphere.commerce.adapters.jcasilverpop