DX Gateway debug log

Products

• DX SaaS
• DX Application Performance Management
• DX Operational Observability
• DX Operational Intelligence
• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

How to enable DEBUG Logging for DX O2 SaaS and ITCM/SDM Integration?

 

Environment

DX O2 SaaS
DX Gateway ITCM Integration

Resolution

This document outlines the steps required to enable DEBUG mode for the On-Premise ITSM component (DX Gateway) integrating ITCM/Service Desk Manager (SDM) with Broadcom DX Operational Intelligence (DX O2). It also details the expected log outputs for troubleshooting alarm payload and closure events.

Prerequisites
* Administrative access to the server hosting the DX Gateway / On-Prem ITSM component.
* Permissions to modify configuration files and restart the On-Prem ITSM service.

Procedure

1. Locate the Configuration Directory: Log in to the server hosting the DX Gateway and navigate to the ITSM configuration folder. The path is typically <ITSM_Installation_Directory>/config/.

2. Backup the Configuration File: Before making any modifications, create a backup copy of the application.yml file.

3. Edit the Configuration: Open the application.yml file in a standard text editor.

4. Modify Log Levels: Locate the "logging:" section within the file. Update the log levels for the root and Broadcom/CA packages from INFO to DEBUG. The section must reflect the exact configuration below:

logging:
  level:
    root: DEBUG
    com.ca: DEBUG
    com.broadcom: DEBUG

5. Save the File: Save the changes and close the text editor.

6. Restart the Service: Restart the On-Prem ITSM service using the host machine's service manager (e.g., Windows Services or Linux systemctl) to apply the new logging parameters.

7. Monitor the Logs: Navigate to the <ITSM_Installation_Directory>/logs/ directory to review the generated output.

8. Revert Changes (Crucial): Once troubleshooting is complete, revert the application.yml file to the original INFO levels and restart the service to prevent excessive disk space consumption.

Expected Debug Data

Enabling DEBUG mode will populate the log files with the following detailed integration events:

* Raw JSON/XML Payloads: Displays the exact data payload transmitted from SDM to DX O2, exposing specific fields, timestamps, and status parameters (e.g., "Status: Closed" or "Clear").
* REST API Transactions: Details the full HTTP requests and responses, including URL endpoints, HTTP headers, and explicit status codes (e.g., 200 OK, 400 Bad Request, 500 Internal Server Error).
* Data Mapping and Translation: Shows how the gateway parses the incoming SDM ticket state and translates it into the corresponding DX O2 alarm action (such as a "SOURCE" closure).
* Authentication and Polling Events: Logs integration background processes, including session token generation, authentication handshakes, and precise polling timestamps.
* Verbose Error Traces: Prints complete Java stack traces for silent failures, highlighting the exact line of code if a payload drops due to missing or misformatted fields.