Troubleshooting

For reviews that were created automatically, Collaborator synchronizes the work item's Approvals and the review's Participants lists (see How Integration Features Work). If the synchronization does not work, check the following:

• Look at the review phase. Collaborator does not synchronizes the lists if the review is in the Planning phase.

• The review must be created automatically. Synchronization does not work for the reviews that were created with the "Add to Review" command.

• Check if the user has the same names in Collaborator and Team Concert. Users with different names are not synchronized.

• Make sure the Add reviewers and Remove reviewers settings of the Collaborator server are enabled. See Configuring Collaborator Server.

• Check the connection between Collaborator and Team Concert. To do this, log in to Collaborator as administrator, go to Admin > Version Control, find your Rational Team Concert configuration there and click Test Connection.

• Check the user's roles in Collaborator and Team Concert.
  In Collaborator, the user should have a role that allows the user to finish reviews. By default, this is the Reviewer role, Observers are ignored.
  In Team Concert's, the user be added to the Approvals list as a Reviewer. Approvers are ignored.

• Check the Client Configuration Mapping settings of Collaborator and make sure the configuration matches the desired Team Concert server. See Mapping Configurations.

If Collaborator does not create reviews automatically when a work item's state changes, or if the files failed to upload to the review, check the following:

• Check the user names in Collaborator and Team Concert. They should be the same. Otherwise, errors will occur.

• Check if the Collaborator plugin for the Rational Team Concert server is installed and enabled. To do this, request the Provision Status page from the Team Concert server (​https://$Your_Jazz_server/ccm/admin?internal=true#com.ibm.team.repository.admin.provisionStatus) and search for smartbear on it. The page should say the Collaborator is installed and enabled. For information on installing and configuring the plugin, see Installing Collaborator Plug-In for Team Concert and Configuring Collaborator Plug-in for Team Concert.

• Get the ccm.log file from the Team Concert server (see below). If the log says that follow-up actions of Collaborator cannot be found, set up and configure these actions. See Setting and Configuring Follow-Up Actions.

• If Collaborator does not create reviews, or creates them for unexpected item states, check the follow-up actions' settings.

• Check the work item categories in Team Concert. For example, if you are trying to create a review for work item that belongs to a team area, make sure this item does not use the project configuration.

• Get the log file from the Team Concert Client (see below). If the log reports about issues with class versions, make sure you installed the appropriate version of Collaborator's Eclipse plugin. If you use Rational Team Concert 3, you need to use the plugin from previous version of Collaborator. See a note in Installing Collaborator Plug-In for Rational Team Concert.

If you experience issues when creating reviews manually from the Team Concert client in Eclipse IDE, then most likely there are issues with the Collaborator Eclipse plugin:

• Check the installation folder of your Team Concert client. If it is installed in the <Program Files> folder, this may cause problems for Eclipse. In this case, we recommend that your user account has administrator privileges and that you run the Client as administrator.

• Get the log file from the Team Concert Client (see below). If the log reports about issues with class versions, make sure you installed the appropriate version of Collaborator's Eclipse plugin. If you use Rational Team Concert 3, you need to use the plugin from previous version of Collaborator. See a note in Installing Collaborator Plug-In for Rational Team Concert.