How to enable debug between Spectrum and Service Desk (NIM) Integration

Products

• Spectrum
• Network Observability

Issue/Introduction

We are troubleshooting problems between CA Spectrum and a third party Servicedesk tool  (NIM).  How can we enable debugging to know where the problem is located?

Environment

Release : 22.2.x, 23.3.x

Component :SPCINT Spectrum Integrations with Service Desk

Cause

No Cause

Resolution

From the OC Web Server Debug Options:

Please enable Service Desk Integration debug

Please enable NIM debug also

 

 Enable debug in NIM :

         a. Change the log level “ERROR” and "INFO" to “ALL” at all places in file C:\win32app\Spectrum\tomcat\classes\log4j2.xml

         example:
        Default
          <logger name="com.ca.integration.normalization.mdr.ca.nsd" level="ERROR" additivity="false">
                  <AppenderRef ref="LOGFILE"/>
          </logger>
        Updated                   
                 <logger name="com.ca.integration.normalization.mdr.ca.nsd" level="ALL" additivity="false">
                        <AppenderRef ref="LOGFILE"/>
                 </logger>
 
                  Note:  Please change it to all places start with tage <logger>
 
         b. Restart Tomcat to take this effect

         c. Log file: 

         <SPECROOT>/tomcat/logs/Nim.log

 

Once the debugging is enabled, please reproduce the issue and get the OneClick tomcat log as well as the Nim.log file for review.

Additional Information

Additional troubleshooting steps

 

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/spectrum/23-3/integrating/ca-service-desk-and-ca-spectrum/troubleshooting-with-service-desk.html