Description

Current article is listing required information when opening a Support case on Flow Manager in function of the 6 main typologies of issues and for all Supported OS.

1-For any issue

2-In addition for renew FM certificate

3-In addition for issue with ST

4-In addition for issue with subscription and template

5-In addition for inconsistencies issues between FM objects

6-In addition for issue during migration from CG to FM

1-For any issue

For any issue, you must provide at 5 mandatory elments, and a 6th one if the issue appears in the UI :

1) Deployment type

2 ) FM Version

3 ) Configuration file

4 ) FM logs

5 ) Environment information

6 ) If the issue appears in the UI provide also a screenshot.

1.1 ) Provide the deployment type (docker, RPM, kubernetes, Openshift,Podman)

If you don’t know your deployment type, try these different command line, the one who answer will give you your deployment type:

docker ps : you are in docker

flowmanager ps : you are in RPM

podman pod ls : you are in podman

1.2 ) Provide FM version

Depending on your installation, you will find it by different way:

• RPM

Use the command line : flowmanager-agent --version https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/agent_rpm_install_the_package.html

• Docker

In <Installation-path>/docker-compose :

Use the command line : docker ps

• Kubernetes

Find it in the configuration file that you can find following :

/kubernetes/helm/flowmanager/flowmanager-customvalues.yaml

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/kubernetes_deployment.html#Kubernetesdeployment-Configure

• Openshift

Find it in the configuration file that you can find following :

/openshift/helm/flowmanager/flowmanager-customvalues.yaml

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/openshift_v2_deployment.html#OpenShiftv2deployment-Configuretheinstallation

• Podman

Use the command line : docker images https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/quick_start_installation__podman.html#QuickStartInstallation_Podman-Procedure

1.3 ) Provide the configuration files :

Depending on your installation, you will find it by different way:

• Docker :

Find the .env file following :

<Installation-path>/docker-compose/.env

• RPM

Find flowmanager.conf : <runtime_directory>/etc/flowmanager.conf

• Kubernetes

For kubernetes, you must provide two files : terraform.tfvars and flowmanager-customvalues.yaml:

/kubernetes/terraform.tfvars

/kubernetes/helm/flowmanager/flowmanager-customvalues.yaml

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/kubernetes_deployment.html#Kubernetesdeployment-Configure

• Openshift

For Openshift, you must provide flowmanager-customvalues.yaml:

/openshift/helm/flowmanager/flowmanager-customvalues.yaml

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/openshift_v2_deployment.html#OpenShiftv2deployment-Configuretheinstallation

• Podman

Find flowmanager.yml : <Installation-path>/podman/flowmanager.yml

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/podman_set_parameters.html#Podmansetparameters-Configurationfile

1. 4 ) Provide FM logs.

Use this link to display the logs.

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/logs.html

Please, redirect the logs in a text file with the date.

1. 5 ) Provide the environnement information (OS Version).

Just provide environnement information like OS and OS Version and any other valuable environnement details

1. 6 ) Only if the issue appears in the UI

Please, provide a full screenshot of the complete UI with the issue.

2- In addition for renew FM certificate

Please provide §1-For any issue + answer the two questions below:

-Please answer question 1 : which certificate(s) do you renew? Follow the links for a kb and a doc to establish which certificates you need to renew.

https://support.axway.com/kb/182907/language/en

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/certificate_management.html

- Please answer question 2 : Are you using an external Mongodb? If yes, is mutuelle authentication require?

3- In addition for issue with ST

-Please provide §1-For any issue + these 2 elements :

1 ) FM ST Plugin logs

2 ) ST Server logs

3.1 ) Provide ST Plugin logs

Follow the link for help:

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/logs.html#Logs-SecureTransportpluginlogs

3.2 ) Provide server log from ST UI

Follow the link for help:

https://docs.axway.com/bundle/SecureTransport_55_AdministratorGuide_allOS_en_HTML5/page/Content/AdministratorsGuide/operations/t_st_serverLog.htm

4- In addition for issue with subscription and template

Please provide §1-For any issue + export template and subscription

You can export template and subsctiption from the API or from the UI :

• Follow this link to export template or subscription from API:

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/export_templates_and_subscriptions.html

• Follow this link to promote template and subcription from UI:

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/promote_templates_and_subscriptions.html

5- In addition for inconsistencies issues between Flow Manager objects

Please provide §1-For any issue + Mongo dump

Follow this link to provide the Mongo dump :

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/database_administration.html

6- In addition for issue during migration from CG to FM

Please provide §1-For any issue and elements for the 3 points below:

1 ) Migration mandatories

a) migration commands - console output
b) csv files corresponding to the migration commands
c) migration zip

2 ) ST Plugin logs

3 ) ST Server logs

6.1 ) Migration mandatories

Follow this link to provide the three mandatories below elements from the migration logs <CG>/log/migration.log

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/migration_results_and_logs.html

a) migration commands - console output
b) csv files corresponding to the migration commands
c) migration zip

If Secure Transport flows are deployed :

6.2 ) ST Plugin log

Use this link to provide ST Plugin log.

https://docs.axway.com/bundle/FlowManager_20_allOS_en_HTML5/page/logs.html#Logs-SecureTransportpluginlogs

6. 3 ) ST Server log

Use this link to provide ST Server log.

https://docs.axway.com/bundle/SecureTransport_55_AdministratorGuide_allOS_en_HTML5/page/Content/AdministratorsGuide/operations/t_st_serverLog.htm