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.
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!