Troubleshooting issues with IT Process Manager (ITPAM) and CA Service Desk Manager(SDM) integration
Article ID: 9867
Updated On:
Products
Issue/Introduction
How to enable higher level logging used to troubleshoot IT Process Manager (ITPAM) and Service Desk Manager (SDM) integrations.
Environment
CA Service Desk Manager 12.9 and Newer IT Process Automation 4.3.03 and Newer
Resolution
CA Service Desk Manager (CA SDM)
1. Open the log4j.properties file under NX_ROOT/site/cfg folder on CA SDM server
2. Change the line:
log4j.rootCategory=Error, jstdlog
to
log4j.rootCategory=Debug, jstdlog
Change line:
log4j.appender.stdout.Threshold=Error
to
log4j.appender.stdout.Threshold=debug
3. Add this line at the end of the file:
#If needed add below line too, which produces additional debug info
log4j.logger.com.ca.ServicePlus.slump=debug
log4j.logger.com.ca.ServicePlus.pdm_rpc.ItpamWorkflow =debug
4. Restart CA SDM service OR at a minimum restart the java.exe program associated to pdm_rpc.
Here is how to perform this via a command prompt on the CA SDM server:
C:\PROGRA~2\CA\SERVIC~1>WMIC PROCESS get Processid,Caption,Commandline | findstr /i PDM_RPC_Daemon
This should give the PID for java.exe. Terminate that specific PID by running the following command from the command prompt:
pdm_kill <PID_obtained_above>
5. From a command prompt, run the following command:
pdm_log4j_config -f SDM_WEB -l DEBUG -a -s 30MB
Note: Wait a minute for the changes to take effect
6. Obtain the NX_ROOT/log folder from the CA SDM server(s)
IT Process Automation (ITPAM)
The following changes will take effect immediately without a restart of the ITPAM Orchestrator Engine:
1. Browse to <PAM>\server\c2o\conf\ and backup the LOG4J.XML file
2. Open the LOG4J.XML file in a text editor.
3. Change threshold value for C2OFILE to INFO
Original text:
<!-- A size based file rolling appender for C2O and JXTA Logs-->
<appender name="C2OFILE" class="org.apache.log4j.RollingFileAppender">
<!-- <appender name="C2OFILE" class="org.jboss.logging.appender.RollingFileAppender">
<errorHandler class="org.jboss.logging.util.OnlyOnceErrorHandler"/> -->
<param name="File" value="${jboss.server.home.dir}/log/c2o.log"/>
<param name="Threshold" value="ERROR"/>
<param name="Append" value="true"/>
<param name="MaxFileSize" value="50000KB"/>
<param name="MaxBackupIndex" value="3"/>
<layout class="org.apache.log4j.PatternLayout">
<param name="ConversionPattern" value="%d %-5p [%c] [%15.15t] %m%n"/>
</layout>
</appender>
Revised text (change in bold):
<!-- A size based file rolling appender for C2O and JXTA Logs-->
<appender name="C2OFILE" class="org.apache.log4j.RollingFileAppender">
<!-- <appender name="C2OFILE" class="org.jboss.logging.appender.RollingFileAppender">
<errorHandler class="org.jboss.logging.util.OnlyOnceErrorHandler"/> -->
<param name="File" value="${jboss.server.home.dir}/log/c2o.log"/>
<param name="Threshold" value="INFO"/>
<param name="Append" value="true"/>
<param name="MaxFileSize" value="50000KB"/>
<param name="MaxBackupIndex" value="3"/>
<layout class="org.apache.log4j.PatternLayout">
<param name="ConversionPattern" value="%d %-5p [%c] [%15.15t] %m%n"/>
</layout>
</appender>
4. Further down the same file, change ROOT priority value to INFO
Original text:
<!-- ======================= -->
<!-- Setup the Root category -->
<!-- ======================= -->
<root>
<priority value="ERROR" />
<appender-ref ref="CONSOLE"/>
<appender-ref ref="C2OFILE"/>
</root>
Revised text (change in bold):
<!-- ======================= -->
<!-- Setup the Root category -->
<!-- ======================= -->
<root>
<priority value="INFO" />
<appender-ref ref="CONSOLE"/>
<appender-ref ref="C2OFILE"/>
</root>
Then collect the following files from the ITPAM server:
1. Located in <Install Path>/server/c2o/.config
OasisConfig.Properties
2. Located in <Install Path>/server/c2o/bin/
c2osvcw.conf
3. Located in <Install Path/server/c2o/logs/
All Logs
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