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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Introduction:

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

Environment:
CA Service Desk Manager 12.9 and 14.1IT Process Automation
Instructions:

CA Service Desk Manager (CA SDM)

1. Open the log4j.properties file under NX_ROOT/site/cfg folder on CA SDM server

2. Change the line:

log4j.rootCategory=Error, jstdlog

to 

log4j.rootCategory=Debug, jstdlog

Change line:

log4j.appender.stdout.Threshold=Error

to

log4j.appender.stdout.Threshold=debug

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

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

log4j.logger.com.ca.ServicePlus.slump=debug

log4j.logger.com.ca.ServicePlus.pdm_rpc.ItpamWorkflow =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 --> 

<!-- ======================= --> 

<root> 

<priority value="INFO" /> 

<appender-ref ref="FILE"/> 

<appender-ref ref="CONSOLE"/> 

<appender-ref ref="C2OFILE"/> 

</root> 

Then collect the following files from the ITPAM server:

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

OasisConfig.Properties 

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

c2osvcw.conf

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