Debug logging for SDM and Service Catalog synchronization

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• CA Service Catalog

Issue/Introduction

This document explains how to turn on the debug logging if the synchronization fails from Service Desk Manager to Service Catalog.

Environment

Release 14.1 and higher
CA Service Desk Manager/CA Service Catalog

Resolution

Log file of interest in all cases is the catalogsync.log (under C:\PROGRA~2\CA\SERVIC~1\log\)

FOR SDM 17.3 OR LATER

 Backup, then edit the C:\Program Files (x86)\CA\Service Desk Manager\site\cfg\log4j2.properties and locate this block of text:

# Default log level for CatalogSync Daemon
logger.catsync.name = com.ca.ServicePlus.CatalogSync
logger.catsync.level = INFO

Change to:

# Default log level for CatalogSync Daemon
logger.catsync.name = com.ca.ServicePlus.CatalogSync
logger.catsync.level = DEBUG

Save the changes.  A recycle of SDM is not necessary.

FOR EARLIER RELEASES PRIOR TO 17.3

1. Open the (Service Desk Manager)\site\cfg\log4j.properties file by an editor, e.g. Notepad. 
   
   
2. Locate the following setting and update as per below.
   

   [Before]
   log4j.rootCategory=info, jstdlog

   [After]
   log4j.rootCategory=DEBUG, jstdlog

3. Locate "stdout.Threshold" and change as per below.
   
   [Before]
   log4j.appender.stdout.Threshold=error
   
   [After]
   log4j.appender.stdout.Threshold=DEBUG
   
   
4. Locate a setting for CatalogSync and change as per below.
   
   [Before]
   log4j.logger.com.ca.ServicePlus.CatalogSync=INFO, catalogsynclog 
   
   [After]
   log4j.logger.com.ca.ServicePlus.CatalogSync=DEBUG, catalogsynclog 
   
   
5. Save the changes, wait 5 minutes and confirm that jstd.log and catalogsync.log are displaying information at DEBUG level. If not, restart the SDM service.
   
   
6. Once you confirm they are in the Debug level, reproduce the problem.

Additional Information

KB Article 12894 discusses logging from Catalog, which may be a worthwhile activity to review SOAP call accesses being made for the Catalog/SDM integration