Information Required for AutoSys Support Cases

Products

• Autosys Workload Automation

Issue/Introduction

In order for Support to be able to assist in resolving problems encountered while using the product, it is essential that certain details such as application logs, operating system details, etc. be provided for review when requested. This article provides listing of some of the basic items require when opening cases for AutoSys and its various components (EEM, WCC, Agents).

Environment

Any

Resolution

• Collect Operating System version details:
  • Windows: Using PowerShell
    Get Hostname, OS Name, OS Version and listing of installed Microsoft HotFix Patches
    systeminfo | findstr /B /C:"Host Name" /B /C:"OS Name" /B /C:"OS Version" /B /C:"Hotfix"; Get-HotFix

    
  • Linux: Depending on your version of Linux, one or more of the below options should work
    • cat /etc/os-release
    • cat /etc/redhat-release
    • cat /etc/oracle-release


  • UNIX:
    • AIX:
      oslevel -sprtconf
    • HP-UX:
      /usr/sbin/swlist -l
    • Solaris:
      cat /etc/release

• Collect Version details related to the product:
  • Provide the version of AutoSys.
    autoflags -a


  • Provide the version of Agent
    cybAgent -vv


  • Provide version of WCC
    • On Linux:
      cd $CA_WCC_INSTALL_LOCATION 
./uejmver.sh
    • On Windows:
      cd %CA_WCC_INSTALL_LOCATION% 
.\uejmver.bat
      
      
• Collect application logs related to the product:
  Please compress the log directories and attach the compressed file to the case.
  
  • EEM Issue Log Collection:
    • CA Directory logs
      • <SharedComponents>/CADirectory/dxserver/logs
      • <SharedComponents>/CADirectory/dxserver/config
    • EEM logs
      • <SharedComponents>/EmbeddedEntitlementsManager/logs
      • <SharedComponents>/EmbeddedEntitlementsManager/config
    • iTechnology logs
      • <SharedComponents>/iTechnology/*.log
      • <SharedComponents>/iTechnology/*.conf


• Collect Logs from the scheduler and the agent that captures the problem in question:
  
  • If there is an on screen error attach a screenshot of the error
    
    
  • If the problem is about a particular job(s) provide the job definition and machine definition in JIL format.
    • Job definition: 
      autorep -J <jobname> -q > jobname.JIL
    • Machine definition: 
      autorep -m <machine_name> -q > machine.JIL

      
  • Scheduler Logs location:
    • $AUTOUSER/out or %AUOTUSER%\out from the primary scheduler

      
  • WCC log location:
    • $CA_WCC_INSTALL_LOCATION/data/config/application/config/resources/connection.properties
    • $CA_WCC_INSTALL_LOCATION/tomcat/conf/wrapper.conf 
    • $CA_WCC_INSTALL_LOCATION/log/*
    • $CA_WCC_INSTALL_LOCATION/collectors/* 
      Note: (The above directory will not exist in releases of WCC below 12.x).

• • Agent log information:
    • $AUTOSYS/../SystemAgent/<AGENT_NAME>/agentparm.txt
    • $AUTOSYS/../SystemAgent/<AGENT_NAME>/nohup.*
    • $AUTOSYS/../SystemAgent/<AGENT_NAME>/profiles/*
    • $AUTOSYS/../SystemAgent/<AGENT_NAME>/log/*
    • $AUTOSYS/../SystemAgent/<AGENT_NAME>/spool*
    • $AUTOSYS/../SystemAgent.<AGENT_NAME>/WA_Agent_<version>_install_<date>.log

Additional Information

Broadcom Support Policy Handbook

• Reference Information Required on page 11 for additional details on information that should be provided.
• Reference Support Response Times on page 10 for details on Support SLO's and Assigning Severity Levels.