How to Enable logging to capture the calls sent to EEM

Document ID : KB000020541
Last Modified Date : 14/02/2018
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This logging describes how to enable EEM SDK logging in CA Service Desk Manager. The "EEM SDK" is a set of libraries on the CA Service Desk Manager application server that allow CA Service Desk Manager to communicate with EEM. This logging allows us to record timings and any potential problems communicating with the EEM environment.


This solution requires enabling FIPS.
Please see the appropriate document below for more details.
Note: These changes must be done on the CA Service Desk Manager server where "User Validation (boplgin)" runs.

If you are using CA Service Desk Manager 12.6 CA SDM, you will need a patch to enable FIPS:

CA Service Desk Manager 12.7 CA SDM should include these files out of box (no patch is needed).

Steps to implement EEM SDK Logging for both 12.6 CA SDM and 12.7 CA SDM

    1. Create an environment variable called: EIAMCONFIG

      EIAMCONFIG ( value is C:\Program Files\CA\Service Desk\pdmconf\eiam.config if $NX_ROOT=C:\Program Files\CA\Service Desk) via

      My Computer -> Properties -> Advanced -> Environment Variables -> System Variable

      Unix and Linux:
      Create an environment variable called EIAMCONFIG in the appropriate profile script so that the environment variable is in the environment of the user that starts and stops the CA Service Desk Manager service:

          export NX_ROOT
              export EIAMCONFIG

              Note: If the above variable has not been created previously, then a reboot of Windows host and/or recycle of CA SDM on UNIX/Linux needs to be done for the variable to be available for CA SDM.

            • Validate the following section is present in the $NX_ROOT/pdmconf/eiam.config file as shown in Figure 1.

              Figure 1
              Figure 1

              <!--Absolute file path for logger configuration, For C# use:- file = "eiam.log4net.config", Java use:-file = "eiam.log4j.config", C++ use:- file = "eiam.log4cxx.config"--><LoggerConfiguration file="/opt/CAisd/pdmconf/eiam.log4cxx.config"/>
            • Edit $NX_ROOT/pdmconf/eiam.config cyclic buffer to include the appropriate path and file name:

              <!--EIAM Internal:Configure cyclic buffer--><CyclicBuffer size = "500" dump = "false" file = "/opt/CAisd/log/dump.log" enable = "true" />

            • Edit $NX_ROOT/pdmconf/eiam.config file to enable DEBUG as shown in Figure 2.

              Figure 2
              Figure 2

            • Edit the $NX_ROOT/pdmconf/eiam.log4cxx.config file. There will be several Appender sections. Please edit each one as shown below or as instructed by CA Support (see Figure 3).

              Figure 3
              Figure 3
              Figure 3
              Figure 3

            • The above changes to the file does not require a recycle of Services on the CA Service Desk Manager Application server, nor on the EEM server.

              Login to CA Service Desk Manager and you should see content logged to the following log files under $NX_ROOT/log/

                  Editing these configuration files may be prone to error.
                  You may use theĀ attached sample files for comparison purposes. It includes sample files for Unix and Windows platforms. Please be sure to not replace the files that were installed with your installation of Service Desk Manager, rather use these sample files as an example of what to update.

                  NOTE: If EEM logging needs to be enabled for the CA Service Desk Manager Java components that interface with EEM (ex: When interfacing with CA Process Management (CA PAM)), then Steps 4 and 5 needs to be modified to use appropriate Java references like below:

                  Step # 4 would need to be done on the SDK type="Java" section

                  Figure 4

                  Step # 5 needs to be done on the file: $NX_ROOT/pdmconf/eiam.log4j.config

                  Remaining steps within each file are exactly the same as documented in the real Step#4 and Step#5. Just the file names are different.

                  File Attachments: