Log Selection Guidance:
Here is a summary list on which logs you may need to provide to CA Support.
Logs that need to be provided
CA PPM install/upgrade for On Premise customers
install.log, admin.log and zipped checkinstall directory + properties.xml
Load Data Warehouse job
all the bg-dwh.logs
Advanced Reporting and Jaspersoft issue
Any error within the CA PPM application
Error in CA PPM NSA / CSA
For issues with starting services or outages
Provide the -system log for the corresponding service. I.e. app-system.log if unable to start app service
Jobs or processes errors
For anything not listed above or if you're not certain about the exact logs, zip your entire $clarity/logs/ directory and provide on the ticket.
Default log locations:
For CA PPM:
$NIKU_HOME\logs or $clarity/logs (if logs not available there, check Alternate Log location in CSA)
For CA PPM Config files:
$NIKU_HOME\config or $clarity/config
For CA PPM install logs:
$install directory (where the install.jar was extracted)
Tips on providing the logs:
Get the logs with the correct timestamp that covers the period of the issue. Provide the logs from all the servers in cluster unless the issue affects only one specific server. Zip the files whilst on the server and before you transfer them from one server to another.
What if I have multiple instances for this log?
By default, the CA PPM logs will have 3 backups. This would mean that you will always have one current log (i.e. xxxx-ca.log and 3 backups:
If your log by timestamp only contains the issue in the current log, then you can only provide the current one. If you are not sure when the issue occurred or want to make sure all the information is captured, then archive and provide all the 4 logs, including the 3 backups.
What to do next once I got the logs I needed?
Connect to your CA Support ticket, go to Attachments and upload your logs for CA Support review.
Please note this is a guidance instruction in order to save time and ensure CA Support has the appropriate logs faster. After the engineer reviews the provided logs, additional logs and tracing may still be needed.