Problem

This article is intended for customers that initiate support cases with the Support team for Enterprise Marketplace, Business Insights, Discovery/Traceability agents or APIM Usage reports. Please review the sections below to see if any of the topics correspond to your case. Kindly provide the necessary information for the support team to expedite the investigation from their end.

Resolution

The following elements, if provided at case opening, will facilitate the troubleshooting of each issue:

I. Traceability Agent related issues:

1. Configuration files:
   • For Classic installs:
     • ta_env_vars.env and
     • traceability_agent.yml (contains default values, it is updated with each agent update and it should not be modified).
   • For Container deployments:
     
     • ta_values.yaml obtained with a command like:

     kubectl describe pod <traceability_pod_name> > ta_values.yaml
                 

2. If the traceability agent is running as a service, please include:
   • traceability-agent.service file.
     This can be found under a path similar with /etc/systemd/system/traceability-agent.service (or identified with "systemctl status traceability-agent.service" command)

   $ systemctl status traceability-agent.service
   ● traceability-agent.service - Amplify Gateway Traceability Agent   
       Loaded: loaded (/etc/systemd/system/traceability-agent.service; enabled;        

3. service logs: journalctl -u traceability-agent.service
4. Logs files for the traceability agent with LOG_LEVEL set to TRACE
5. Specify the traceability agent version.
6. Mention the date when the agent was updated to the current version.
   
7. Describe the current behavior (and the previous behavior if issue is related to an update).
   
8. Include the events logs or open traffic log files related to the issue.
9. Export environment variables:
   • Windows: set > env.txt
   • Linux/MacOS: env > env.txt

II. Discovery Agent related issues:

1. Configuration files:
   • For Classic installs:
     • da_env_vars.env and
     • discovery_agent.yml (contains default values, it is updated with each agent update and it should not be modified).
   • For Container deployments:
     • da_values.yaml obtained with a command like:

     kubectl describe pod <discovery_pod_name> > da_values.yaml
     

2. If the discovery agent is running as a service, please include:
   • discovery-agent.service file.
     This can be found under a path similar with /etc/systemd/system/discovery-agent.service (or identified with "systemctl status discovery-agent.service" command)

   $ systemctl status discovery-agent.service
   ● discovery-agent.service - Amplify Gateway Discovery Agent   
       Loaded: loaded (/etc/systemd/system/discovery-agent.service; enabled;
           

3. service logs: journalctl -u discovery-agent.service.
4. Logs files for the discovery agent with LOG_LEVEL set to TRACE
5. Specify the discovery agent version.
6. Mention the date when the agent was updated to the current version.
   
7. Describe the current behavior (and the previous behavior if issue is related to an update).
8. Export environment variables:
   • Windows: set > env.txt
   • Linux/MacOS: env > env.txt