GRLoader.log is not updated

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

After upgrade to 17.3 RU23 from early rollup patch like RU09, Service Desk administrator finds that the GRLoader.log file in Service-Desk-install-folder\log folder is not updated when the GRloader is run to add or update CIs. There is no log messages info anywhere. 

This article explains one possible root cause:  wrong entries in GRloader.properties file.

Environment

Service Desk Manager/CMDB 17.3 RU18 or higher

Resolution

Make sure the GRLoader.properties file in Service-Desk-install-folder\site\cfg folder has entries similar to

#
#
#    CMDB GRLoader Configuration File
#

# Name of the configuration
name = GRLoaderConfig
monitorInterval=60

# Configure root logger
rootLogger.level = INFO
rootLogger.appenderRef.rolling.ref = grloader

# grloader (RollingFileAppender name, pattern, path and rollover policy)
appender.grloader_rolling.type = RollingFile
appender.grloader_rolling.name = grloader
appender.grloader_rolling.fileName=D:/PROGRA~1/CA/SERVIC~1/log/GRLoader.log
appender.grloader_rolling.filePattern=D:/PROGRA~1/CA/SERVIC~1/log/GRLoader.log.%i
appender.grloader_rolling.layout.type = PatternLayout
appender.grloader_rolling.layout.pattern = %d{MM/dd HH:mm:ss.SSS} %-5p %c{1} %L %m %n
appender.grloader_rolling.policies.type = Policies

# grloader (RollingFileAppender rotation policy)
appender.grloader_rolling.policies.size.type = SizeBasedTriggeringPolicy
appender.grloader_rolling.policies.size.size = 30MB
appender.grloader_rolling.strategy.type = DefaultRolloverStrategy
appender.grloader_rolling.strategy.max=9

 

Then restart Tomcat via commands from command prompt

pdm_tomcat_nxd -c stop

pdm_tomcat_nxd -c start