What information does CA Support need to help resolve a case for you?

Document ID : KB000026454
Last Modified Date : 14/02/2018
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Question:

What data does CA Support need from you to help them resolve your CA Service Desk Manager or CMDB issue?

Depending on the nature of the problem, there may be different sets of configuration, log files and environmental data Support needs to review.

CA has created a tool to gather these materials automatically and upload them to the CA Support issue.

Answer:

CA Service Desk Manager Diagnostic Report Tool

Purpose:

The CA Service Desk Manager Diagnostic Report Tool collects diagnostic information required by CA Customer Support for diagnosing problems with the CA Service Desk product. It gathers detailed information regarding a system's configuration of the CA Service Desk product along with some machine configuration to determine the Operating System type, version and available system resources.

This tool requires the Service Desk Server to be installed and configured successfully before running it.

The tool should be run on all primary and secondary Service Desk server installations in your environment.

The reporting tool DOES NOT make any changes or modifications to the Service Desk Server Installation. Please see the Directory Structure section for the location of all the script files and report files generated on the system.

The output collected by this tool is a big time saver for Support. It helps to ensure the support team has most of the data that is typically needed to assess your support issue. However, there may be times when the data collected by this tool is not enough to determine root cause, in which case CA Support will advise on what else is needed to progress the issue.

Note: If you are using 12.7 CA SDM, this tool is automatically included in the installation. For earlier releases of Service Desk, you must follow the "Install" section below. For all releases of CA Service Desk Manager, please review the "Installation Notes" section.

What the script does:

You can use the diagnostic tool on Windows, Oracle Solaris, AIX, and Linux operating system.

The script for the tool is named supp_diag. After you execute supp_diag, the tool detects the type of operating system to determine what commands to utilize for data collection from the CA SDM installation.

If you are running this tool on Windows by clicking on supp_diag.cmd, you will see a Command Window start up. The tool runs in that Window.

This tool creates a .CAZ file on Windows OS and a .tar.gz on UNIX under the $NX_ROOT\diag\rpt directory. The file should be uploaded to your support issue on http://support.ca.com.

Installation Notes:

CA Service Desk Manager must be installed and configured successfully prior to running the Diagnostic Report Tool. If your version of Service Desk Manager is earlier than release 12.7 CA SDM, then, additionally, before attempting to install the tool, be sure that Service Desk is already properly installed and configured.

If you are running this tool on a Windows platform, the tool will attempt to run "pslist.exe". pslist is a Microsoft tool that collects a list of processes that are currently running on a machine. The Diagnostic Report Tool can only run pslist if plist is installed on the machine and its directory path is included in the Windows system %PATH% environment variable. pslist can be downloaded from http://www.microsoft.com/technet/sysinternals/utilities/pslist.mspx. After installing pslist, run it once on each Service Desk server machine in your environment and accept the pslist License Agreement from Microsoft before you run the Diagnostic Report Tool on each machine. If you choose not to install the pslist tool, the Diagnostic Report Tool continues processing after the attempt to run pslist. Note: The installation of pslist.exe tool is optional.

When run on a Windows platform, the Diagnostic Report Tool also attempts to run the "winmsd" command.
Note: Windows 2008 and above will not have a "winmsd" report. Depending on what release of this script you are using, you may get an error that "winmsd" is not a recognized command. This can be safely ignored.

This document uses $NX_ROOT to refer to your CA Service Desk Manager installation directory.

This environment variable needs to be defined on UNIX and Linux, typically (NX_ROOT=/opt/CAisd). This may be different if you elected to change the default directory during the installation process.

You do not need to define the %NX_ROOT% environment variable on a Windows platform.

Follow the steps given below to install and run the Diagnostic Report Tool.

If you are running versionĀ 12.7 or later of CA Service Desk Manager, please skip ahead to the "Usage" section asĀ the diagnostic tool is automatically installed with CA Service Desk Manager.

Install:

Windows Operating Systems

Unzip the contents of the TEC469212.tar.tgz file using WinZip or WinRar to the $NX_ROOT\diag directory. You should now have a directory structure as follows:

$NX_ROOT\diag
$NX_ROOT\diag\bin
You should NOT have a directory like $NX_ROOT\TEC469212\*
Copy the $NX_ROOT\diag\bin\supp_diag.cmd file to the $NX_ROOT\bin directory.
Make sure the $NX_ROOT\bin is included in the system %PATH% variable.

UNIX and Linux Operating Systems

cd to the $NX_ROOT directory
Untar and unzip the contents as follows:
gunzip -d TEC469212.tar.tgz
tar -xvf TEC469212.tar.tgz

Copy the contents to "$NX_ROOT/diag"
You should now have a directory structure as follows:
$NX_ROOT/diag
$NX_ROOT/diag/bin

You should NOT have a directory like $NX_ROOT/TEC469212/*
Copy $NX_ROOT/diag/bin/supp_diag.sh to $NX_ROOT/bin directory.
Please ensure that the $NX_ROOT variable is defined in the environment.
Please ensure $NX_ROOT/bin is in your $PATH.

Uninstall Notes:

Windows Operating Systems
Delete the $NX_ROOT\diag folder
Delete the "supp_diag.cmd" file from "$NX_ROOT\bin"
UNIX Operating Systems
Delete the $NX_ROOT/diag folder
Delete the "supp_diag.sh" file from "$NX_ROOT/bin"

Usage:

  1. Complete one of the following actions:

    • For Windows, verify that the system path variable includes $NX_ROOT\bin.
    • For UNIX, verify that your $PATH includes $NX_ROOT/bin
  2. Execute supp_diag.cmd on Windows, or execute supp_diag.sh on UNIX.

    The diagnostic tool can take five to 10 minutes to complete.
  3. If the data collection process does not complete, view the $NX_ROOT\diag\<host_name>_supp_diag.log log file to determine the errors when collecting diagnostic information.

    Note: If you want to cancel the background batch job, use CTRL-C to cancel the batch file. Some processes still run in the background, such as MSINFO32.exe. If you have any questions about using this diagnostic tool, contact the CA Support.
  4. The script directory structure displays the location of the script files, diagnostic zip files, and log files:

    • The $NX_ROOT\diag\bin directory contains script files.
    • The $NX_ROOT\diag\rpt directory contains the diagnostics zip file (in .caz format on Windows and .tar.gz format on UNIX systems).
    • The $NX_ROOT\diag\misc_logs directory contains the log files that can be automatically included in the zip file.
  5. Complete the appropriate steps to unzip the gathered files that are based on your operating system:

Windows

  • Open a command prompt.
  • Cd to $NX_ROOT\diag\rpt or any directory where the .CAZ file is located.
  • Execute the following command.

    $NX_ROOT\diag\bin\cazipxp -u <package_name>.CAZ

UNIX

  • Open a command prompt
  • Cd to $NX_ROOT/diag/rpt or any directory where the .tar or .tar.gz file is located.
  • Uncompress and untar the file:

    gunzip -d <package_name>.tar.gz
    tar -xvf <package_name>.tar

Directory Structure:

$NX_ROOT\diag\bin - location of script files.
$NX_ROOT\diag\rpt - directory where the script creates the diagnostics zip file(in .caz format on Windows and .tar.gz format on UNIX systems) ready to be shipped to CA.
$NX_ROOT\diag\misc_logs - location of additional files that can be automatically included in zip file.

Windows Report:
The following list describes the Windows report files that are created and included in the CAZ\tar file package.

Ca.olf
Specifies the CA licensing information from ca_lic directory.

Lic98.log
Specifies the log file that is related to CA licensing from ca_lic directory.

Lic98version.log
Specifies the log file that is related to CA licensing from ca_lic directory.

Licdebug.log log
Specifies the file that is related to CA licensing from ca_lic directory.

Drwatsoninfo.txt
Specifies the Dr Watson configuration of the computer.

<host name>_env.txt
Specifies the environment variables that are set on the computer.

<host name>_slstat.txt
Specifies the output of slstat command.

<host name>_pdm_status.txt
Specifies the output of slstat command.

<host name>_dir_listing.txt
Specifies the Service Desk install directory listing.

<host name>_pslist.txt
Specifies the process listing when the pslist Microsoft tool is installed.

<host name>_MSINFO32.NFO
Specifies the MSINFO output gathering system information.

<host name>_SYSTEMINFO.TXT
Specifies the system information.

<host name>_appevents.csv
Specifies the application event logs created in the past seven days.

<host name>_sysevents.csv
Specifies the application event logs created in the past seven days.

<host name>_hostinfo.txt
Specifies the computer information.

<host name>_prodinstallinfo.txt
Specifies CA products installation information.

<host name>_caprod_registry.txt
Specifies the Registry information of installed CA products.

<host name>_softfeatures.txt
Specifies the list of software features that are installed for Service Desk.

<host name>_ipconfig.txt
Specifies the IP configuration information.

<host name>_supp_diag.log
Specifies the log created for running the supp_diag tool.

UNIX Report:
The following list describes the UNIX report files that are created and included in the CAZ\tar file.

Ca.olf
Specifies the CA licensing information from ca_lic directory.

Lic98.log
Specifies the log file that is related to CA licensing from ca_lic directory.

<host name>_env.txt
Specifies the environment variables that are set on the computer.

<host name>_slstat.txt
Specifies the output of slstat command.

<host name>_pdm_status.txt
Specifies the output of slstat command.

<host name>_dir_listing.txt
Specifies the Service Desk install directory listing.

<host name>_pslist.txt
Specifies the process listing when the pslist microsoft tool is installed.

<host name>_uname.txt
Specifies the output of uname operating system command.

<host name>_diskinfo.txt
Specifies the output of df operating system command.

<host name>_freemem.txt
Specifies the output of memory information.

<host name>_supp_diag.log
Specifies the log created for running the supp_diag tool.

<host name>_prtconf.txt
Specifies the output of prtconf operating system command on Solaris and AIX computers.

<host name>_solrev.txt
Specifies the OS version and patches Information on Solaris computers.

<host name>_netconf.txt
Specifies the IP configuration Information on AIX computers.

How to Unzip the Contents of the Package:

Windows Operating Systems

Open a command prompt.
Cd to $NX_ROOT\diag\rpt or any directory where the .CAZ file is located.
Run the following command.
$NX_ROOT\diag\bin\cazipxp -u <package_name>.CAZ

UNIX Operating Systems

Open a shell
Cd to $NX_ROOT/diag/rpt or any directory where the .tar or .tar.gz file is located.
Uncompress and untar the file as follows:
gunzip -d <package_name>.tar.gz
tar -xvf <package_name>.tar

For a video demonstration on how to use the tool, please watch the following video:
http://www.youtube.com/watch?v=Idh6oLCEWSE