Increasing the log level for the Mobile Application of Service management?

Document ID : KB000013235
Last Modified Date : 14/02/2018
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Question:

How to increase the log level in order to gather additional data for troubleshooting when using the mobile application of Service Management

Environment:
Service Desk Management 12.9 or aboveIOS or Android mobile application
Answer:

1. Edit the nx.env file by setting the option below with a value to 1, if it does not exist add it at then end of the file.

    @NX_MOBILE_WFM_TRACE=1

2. Stop SDM Rest Tomcat and then kill the pdm_tomcat_nxd -s REST    command via task manager

3. Modify the file  NX_ROOT/site/cfg/approve.properties

     log4j.rootCategory=info,approve

     Change info in the log4j.rootCategory to debug and restart SDM REST Tomcat

     log4j.rootCategory=debug,approve

4. Within the mobile app -> Settings -> Preferences -> My Tasks ->    Change tracing to  Verbose        Logout and login again to the app now.

5. Additional REST logging can also be set by using the command bellow:

    pdm_log4j_config -f REST -l DEBUG -a -s 30MB

6. Attach the log files from the SDM install's log directory to the case for analysis.