CLM upgrade troubleshooting

Authors: StephanieBagot, UpgradeTroubleshootingTeam
Build basis: CLM 3.x and later

This page is the starting point for information and techniques to help diagnose and troubleshoot upgrade issues when upgrading the Rational Collaborative Lifecycle Management (CLM) family of products (Rational Team Concert, Rational Requirements Composer, and Rational Quality Manager).

Before upgrading

• Check the Known issues for awareness of issues in the current version as a prerequisite for the upgrade
• Ensure that your current environment meets all the requirements by checking the Environment checklist
• Perform the upgrade in a test environment prior to upgrading your production environment
• Backup the necessary configurations and files prior to your upgrade
• Contact IBM Support and open up a proactive PMR with your upgrade plan and environment specifics. This will ensure Support is aware of the upgrade and can plan accordingly to become familiar with your environment and plan, resulting in faster response times.

Performing the upgrade

Below are the steps necessary to complete a successful upgrade. Each item below discusses common issues seen at that particular step within the upgrade process.

• Run the upgrade script or alternatively Running the upgrade manually
  • Update configuration files (CCM, Quality Management, Jazz Team Server)
  • Add database tables (CCM, Quality Management, Jazz Team Server)
  • Upgrade the data warehouse schema (Jazz Team Server)
• Start the applications
• Licenses
• Migrating the Requirements Management application
• Redeploying predefined templates

Upgrade Verification

The following are some items to consider while completing a verification of data after an upgrade:

Admin Verification

• Verify the configuration files
• Verify server logs and URLs
• Verify users, licenses and link artifacts
• Verify there are no diagnostical errors on any application
• Verify you are able to navigate between linked project areas
• Verify there are no errors in process configuration (particularly for customized project areas)

Consider you or your users completing an Upgrade Verification to ensure the upgrade was successful (not all steps may apply in each environment).

User Validation:

• Access work items, saving, creating new work items (verify no information is missing)
• View plans (verify no information is missing)
• View Dashboards; ensure all are working with no errors
• Load Reports
• Access Source Control (checkin, checkout, deliver)

Issues during user verification testing after upgrade

If your upgrade was successful, but your users report the following:

• Various functions are not working as expected, or not working the same as the pre-upgrade version
• Some data, such as item statuses, are corrupted after the upgrade
• Full text queries fail
• Dashboard issues

Navigate to Common issues that occur after the upgrade for information on troubleshooting and debugging.

Where do I go from here?

If you are unable to resolve your issue using the available online resources, open a service request with IBM Rational Support. Refer to Additional troubleshooting resources for further details.

Related topics: None

External links:

• None

Additional contributors: StephanieBagot, SusanWu, MichaelAfshar, WilliamChen, BrettBohnn