Debug options available for CA Service Desk Manager (CA SDM)

Document ID : KB000056730
Last Modified Date : 14/02/2018
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DESCRIPTION:
This article describes debug options available for CA Service Desk Manager (CA SDM) for a given concern which may be experienced.


SOLUTION:
For a given problem in CA SDM, there are multiple options for debug and troubleshooting.  However, CA Support recommends that the application of any such commands be conducted with CA Support's supervision, direction and instruction. 

The rationale is that despite any commands that may have been issued in previous case history, improper application of a given command (pdm_logstat, bop_logging, pdm_trace, etc.) may result in further issues being introduced, such as further performance degradation or system crash.

Generally speaking, CA Support recommends for a given occurrence of any issue to provide (examples illustrated with a hypothetical loss of access to Call Requests):

  • Approximate timeframe of occurrence and all affected systems and users.
    • Call Request access issues reported by users at around 10AM; was a specific set of users affected, and over a specific webengine?
  • Any related functionality within Service Desk that remained available.
    • Call Requests were not accessible to employees only?  
    • Are Analysts or Admins able to access Call Requests?
  • Any systems or functionality in the CA SDM environment that were unaffected
    • Are the affected users able to access Change Orders or Contacts? 
    • Can the given users access Call Requests from another secondary server?
  • Any changes or occurrences that had been experienced prior to and during the issue.
    • Was reporting recently implemented or updated? 
    • Any patches (CA SDM or OS) recently applied?
    • Was the backend database or virus protection updated?

We also recommend running the Support Diagnostic Tool to collect all pertinent data for a given concern and providing the output at the time an issue is generated.  The tool can be reviewed here:  TEC469212

It is understood that an issue needs to be resolved in a timely fashion, which is our main goal within CA Support.  However, application of additional debugging without CA Support's knowledge is usually not an effective "shortcut" to resolving such problems.