Working with CA Support to troubleshoot issues with IT Process Manager (ITPAM) and CA Service Desk Manager

Document ID : KB000009867
Last Modified Date : 14/02/2018
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Working with CA Support to troubleshoot issues with IT Process Manager (ITPAM) and CA Service Desk Manager

CA Service Desk Manager 12.9 and 14.1IT Process Automation

CA Service Desk Manager (CA SDM)

1. Open the file under NX_ROOT/site/cfg folder on CA SDM server

2. Change the line:

log4j.rootCategory=Error, jstdlog


log4j.rootCategory=Debug, jstdlog

Change line:




3. Add this line at the end of the file:

#If needed add below line too, which produces additional debug info =debug

4. Restart CA SDM service OR at a minimum restart the java.exe program associated to pdm_rpc.  

Here is how to perform this via a command prompt on the CA SDM server:

C:\PROGRA~2\CA\SERVIC~1>WMIC PROCESS get Processid,Caption,Commandline | findstr /i PDM_RPC_Daemon

This should give the PID for java.exe.  Terminate that specific PID by running the following command from the command prompt:

pdm_kill <PID_obtained_above>

5. From a command prompt, run the following command:

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

Note: Wait a minute for the changes to take effect

6. Obtain the NX_ROOT/log folder from the CA SDM server(s)

IT Process Automation (ITPAM)

The following changes will take effect immediately without a restart of the ITPAM Orchestrator Engine:

1. Browse to <PAM>\server\c2o\conf\ and backup the LOG4J.XML file 

2. Open the LOG4J.XML file in a text editor. 

3. Change threshold value for C2OFILE to INFO 

<appender name="C2OFILE" class="org.jboss.logging.appender.RollingFileAppender"> 

<errorHandler class="org.jboss.logging.util.OnlyOnceErrorHandler"/> 

<param name="File" value="${jboss.server.home.dir}/log/c2o.log"/> 

<param name="Threshold" value="INFO"/> 

<param name="Append" value="true"/> 

<param name="MaxFileSize" value="50000KB"/> 

<param name="MaxBackupIndex" value="3"/> 

4. Change ROOT priority value to INFO 

<!-- ======================= --> 

<!-- Setup the Root category --> 

<!-- ======================= --> 


<priority value="INFO" /> 

<appender-ref ref="FILE"/> 

<appender-ref ref="CONSOLE"/> 

<appender-ref ref="C2OFILE"/> 


Then collect the following files from the ITPAM server:

1. Located in <Install Path>/server/c2o/.config


2. Located in <Install Path>/server/c2o/bin/ 


3. Located in <Install Path/server/c2o/logs/ 

All Logs

Additional Information:

TEC595780 - Working with CA Support To Troubleshoot a "Crashing" or "Hanging" CA Service Desk Manager Process

TEC1017745 - CA Service Desk Manager Performance Problems - Quick Checklist