How enable debug at Service Desk side for integration problems

Document ID : KB000032172
Last Modified Date : 14/02/2018
Show Technical Document Details

Introduction: 

 

Depending on Service Desk version, there are different procedures to follow to enable debug.  This helps research on integration problems between Spectrum and Service Desk. 

 

Instructions

 

1) Debug SD side before 12.7 (12.6 for example):

Modify file log4j.properties under following directory:

\Program Files\CA\Service Desk Manager\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\

 

Change all parameters from:  INFO to DEBUG and restart Tomcat service: 

Run: pdm_tomcat_nxd -c stop"

wait for the stop-completed message to be written to the current stdlog file

Run: pdm_tomcat_nxd - c start

 

Logs will go to the existing files under Service Desk\log\. directory. 

 

2) DEBUG SD side (12.7 and up):

Just execute following command under Service Desk\bin\. directory: 

pdm_log4j_config.cmd -f SDM_WEB -a -l DEBUG 

 

This should come back with a line like: "Successfully updated logger configuration."  

To verify it worked, we can then run this command: 

pdm_log4j_config.cmd -f SDM_WEB -d 

 

It should return output like the following:  

C:\PROGRA~2\CA\SERVIC~1\bin>pdm_log4j_config.cmd -f SDM_WEB -d 

log4j.rootCategory=DEBUG, jsrvrlog 

log4j.appender.jsrvrlog.MaxBackupIndex=9 

... 

(where the first line says "DEBUG" instead of "INFO". )

 

These commands will go into effect immediately and will log to the existing files under Service Desk\log\. 

 

To disable, just run: 

pdm_log4j_config.cmd -f SDM_WEB -a -l INFO