How to collect Identity Manager environment information for issue reproduction and troubleshooting purpose.

Document ID : KB000013440
Last Modified Date : 14/02/2018
Show Technical Document Details
Introduction:

During the troubleshooting of some Identity Manager issues, we need CA Technical Support team to reproduce the issue in CA lab environment. This may take long time as CA Technical Support team needs to rebuild test user store , add necessary test data entries, form up proper directory xml and import the IM environment. Hence we need to know what need to be collected for issue reproduction purpose.

Question:

How to collect Identity Manager environment information for issue reproduction and troubleshooting purpose?

Environment:
Identity Manger r12.5.xIdentity Manger r12.6.xSecureCloud r1.5x
Answer:

In order to reproduce an Identity Manager issue in lab, please collect the following and sent to support ticket.

1. collect the user store directory xml

    a. visit the Identity Manager management console http://im_server_host:port/iam/immanage

    b. navigate to Home > Directories > {user store directory}

    c. click [Export] and download the user store directory xml

    d. upload the exported user store directory xml file to the support ticket

 

2. collect the provisioning store directory xml

    a. visit the Identity Manager management console http://im_server_host:port/iam/immanage

    b. navigate to Home > Directories > {provisioning store directory}

    c. click [Export] and download the provisioning store directory xml

    d. upload the exported provisioning store directory xml file  to the support ticket

   

3. collect the IM environment dump

    a. visit the Identity Manager management console http://im_server_host:port/iam/immanage

    b. navigate to Home › Environments 

    c. select the IM environment

    d. click Export to get a zip dump file of the IM environment.

    e. please upload the zip file to the support ticket

   

4. collect the user store info

   4.1 (option 1) if the user store is hosted by a database (Oracle or MSSQL Server), please collect the following and put on the support ticket

         a. the vendor and version info of the user store database.

         b. the SQL script for re-building the user store schema and tables.

         c. the SQL script for populating the initial records of organizations, test users,  groups and roles

   

   4.2 (option 2) if the user store is hosted by CA Directory, please collect the following on the CA Directory machine and put on the support ticket

         a. CA Directory version

         b. CA Directory configuration folder: %dxhome%\config (on windows) or $dxhome\config (on unix)

         c. ldif files for re-populating the entries of initial organizations, test users,  groups and roles

 

   4.3 (option 3) if the user store is hosted by a LDAP server other than CA Directory, please collect the following and put on the support ticket

         a. the vendor and version info of the user store LDAP server.

         b. ldapsearch -H "ldap://userstorehostname:port" -D "binddn" -W -b "cn=schema"  -L -s base "(objectclass=*)" > userstoreschema.ldif

            * ldapsearch command can be found in <IM>\Provisioning Server\bin\ on the Provisioning Server machine

            * please replace "userstorehostname" and "port" with the LDAP server host name and port

            * please adjust ldap to ldaps if the LDAP server only offers ldaps connection.

            * please adjust "binddn"to an user DN with access permission to the directory schema.

            * please ensure that the ldapsearch command line executes correctly before piping the output to userstoreschema.ldif file

         c. ldif files for re-populating the entries of initial organizations, test users,  groups and roles

 

5. collect the workflow definitions

    a. On IM Server, start <IM>\IAM Suite\Identity Manager\tools\Workpoint\bin\Designer.bat (for Windows) or Designer.sh (for Linux) 

    b. Select File -> Export

    c. On Export Wizard, put an Export File name, click Next

    d. Click Next, on Object Selection, select Export Objects on Object List 

    e. Click [Add>>] button, all objects will be added to Objects to Export list

    f. Click Next, on Confirmation windows, review the object list

    g. Click Finish and see Export Complete

    h. Upload the exported file

 

6. If there are custom modules (BLTH, Event Listener, Customer Endpoint Role Definitions etc) deployed on IM server, please zip up the IM server iam_im.ear folder, i.e. <jboss>\server\yourdomain\deploy\iam_im.ear\ , and upload the zip file to the support ticket.