How to enable logging to capture the calls sent to Embedded Entitlements Manager (EEM)
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How to enable logging to capture the calls sent to Embedded Entitlements Manager (EEM)


Article ID: 20541


Updated On:


CA Service Management - Service Desk Manager


This logging describes how to enable EEM SDK logging in CA Service Desk Manager. The "EEM SDK" is a set of libraries on the CA Service Desk Manager application server that allows CA Service Desk Manager to communicate with EEM. This logging allows us to record timings and any potential problems communicating with the EEM environment.

Note: These changes must be done on the CA Service Desk Manager server where "User Validation (the boplgin process)" runs.


Service Desk Manager 12.x, 14.x and 17.x

All Supported Windows and Linux Operating Systems


1.  Create an environment variable called: EIAMCONFIG

EIAMCONFIG (value is C:\Program Files (x86)\CA\Service Desk Manager\pdmconf\eiam.config if NX_ROOT=C:\Program Files (x86)\CA\Service Desk Manager) via My Computer -> Properties -> Advanced -> Environment Variables -> System Variable

Unix and Linux
Create an environment variable called EIAMCONFIG in the appropriate profile script so that the environment variable is in the environment of the user that starts and stops the Service Desk Manager service:

export NX_ROOT

Note: If the above variable has not been created previously, then a reboot of the SDM Windows server and/or recycle of SDM on UNIX/Linux needs to be done for the variable to be available for SDM.

2.  Validate the following section is present in the NX_ROOT/pdmconf/eiam.config file as shown below


<!--Absolute file path for logger configuration, For C# use:- file = "eiam.log4net.config", Java use:-file = "eiam.log4j.config", C++ use:- file = "eiam.log4cxx.config"--><LoggerConfiguration file="/opt/CAisd/pdmconf/eiam.log4cxx.config"/>

3.  Edit NX_ROOT/pdmconf/eiam.config cyclic buffer to include the appropriate path and file name:

<!--EIAM Internal:Configure cyclic buffer--><CyclicBuffer size = "500" dump = "false" file = "/opt/CAisd/log/dump.log" enable = "true" />

4.  Edit NX_ROOT/pdmconf/eiam.config file to enable DEBUG as shown below.

5.  Edit the NX_ROOT/pdmconf/eiam.log4cxx.config file. There will be several Appender sections. Please edit each one as shown below or as instructed by Broadcom Support.

6.  The above changes to the file does not require a recycle of services on the Service Desk Manager server nor on the EEM server.

Login to CA Service Desk Manager and you should see content logged to the following log files under NX_ROOT/log/dump.log


Editing these configuration files may be prone to error. You may use the attached ZIP file for comparison purposes. It includes sample files for Unix and Windows platforms. Please be sure to not replace the files that were installed with your installation of Service Desk Manager, rather use these sample files as an example of what to update.

NOTE: If EEM logging needs to be enabled for the Service Desk Manager Java components that interface with EEM (i.e. When interfacing with IT Process Management (ITPAM)), then Steps #4 and #5 needs to be modified to use appropriate Java references like below:

Step # 4 would need to be done on the SDK type="Java" section
Step # 5 needs to be done on the file NX_ROOT/pdmconf/eiam.log4j.config

The remaining steps within each file are exactly the same as documented in Step #4 and Step #5 - just the file names are different.


1577724272105__Config get_app