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How To Use the Service Desk Diagnostic Tool

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Article ID: 41036

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Introduction:

 

This document describes how to use the Service Desk Manager Support Diagnostic Tool (also known as the "diag tool") to collect information that CA Support can use to troubleshoot your issues.  The diag tool will collect information that is most likely to help isolate the source of your issue.  This includes (but it not limited to): your NX.env file, your patch history, your site\mods directory containing your customization, your schema customization, Service Desk logs, etc. 

The goal of requesting that you use this tool is to expedite the resolution of your issue, and avoid asking for additional information - the diag tool should provide everything that we require and allow us to formulate a solution or promising next steps.

 

Instructions

  1. Navigate to the $NX_ROOT\diag\bin directory on the server specified by your support engineer
  2. Run supp_diag.cmd as an system administrator.
    (Note that administrator privileges may be required for the tool to complete successfully)
  3. You will be prompted to accept the diag tool license agreement.  Type "Y" after reviewing the agreement located in $NX_ROOT\diag.
  4. You will be asked if you would like to include MSINFO32 output.  Unless your support engineer specified otherwise, enter "N".
  5. At this point, the diag tool will begin to run.  Please note that this can take some time, and you should wait for it to complete.  In the event that the tool does become stuck, simply exit and restart the tool.
  6. When the tool has completed, navigate to the $NX_ROOT\diag\rpt directory.
  7. Locate the most recent .CAZ (CA Zip) file.  It is probably named with a combination of the server's hostname and time time/date that the diag tool was run.
  8. Upload the .CAZ file that you located to the support ticket

With the information that you have provided us, we will be able to review errors from your logs, reproduce your customization and patch level to troubleshoot the issue, and ultimately provide you with a solution!

 

 Additional Information:

SDM-diagnostic-tool-Info

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: