How to enable debug logging for ZENworks Service Desk

  • Document ID:7017045
  • Creation Date:03-Dec-2015
  • Modified Date:27-Feb-2020
    • Micro Focus Products:
      Service Desk

Environment

Service Desk

Situation

Troubleshooting Service Desk

Resolution

                        
Application Logs
Windows: Log files (LiveTime.log) are under <Installation Folder>\LiveTime\Logs
Linux: Log files  (LiveTime.log) are under <Installation Folder>/LiveTime/Logs
Virtual Appliance: Log files (LiveTime.log) are under /LiveTime/Logs
Admin Console Jetty Logs: /var/opt/novell/jetty/logs/jetty.stderrout.out

Enable Debugging:
Windows:
  1. Edit <Installation Folder>\ServiceDesk\Server\webapps\LiveTime\WEB-INF\LiveTime.woa\Contents\Resources\logging.properties
  2. Modify line "log4j.rootLogger=warn" to "log4j.rootLogger=debug"
  3. Restart the LiveTime service: services.msc > LiveTime > Restart

Linux:
  1. Edit <Installation Folder>/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/logging.properties
  2. Modify line "log4j.rootLogger=warn" to "log4j.rootLogger=debug"
  3. Restart the LiveTime service: /etc/init.d/livetime restart

Virtual Appliance (v6.x-v7.2):
  1. Edit /srv/tomcat6/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/logging.properties
  2. Modify line "log4j.rootLogger=warn" to "log4j.rootLogger=debug"
  3. Restart the LiveTime service: VM Console > Novell Service Desk > Application Services > Stop application services / Start application services

Virtual Appliance (v7.3 - v7.4):
  1. Edit /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/logging.properties
  2. Modify line  "log4j.rootLogger=warn" to "log4j.rootLogger=debug"
  3. Restart the LiveTime service: VM Console > Novell Service Desk > Application Services > Stop application services / Start application services

Virtual Appliance (v7.5 and above):
  1. Edit /opt/novell/servicedesk/server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/logging.properties
  2. Modify line "log4j.rootLogger=warn" to "log4j.rootLogger=debug"
  3. Restart the LiveTime service: Service Desk Appliance Administration Console > Restart Services Button > Select ServiceDesk > Restart
    or systemctl restart servicedesk.service

Tomcat Logs
Virtual Appliance (v6.x-v7.2) : Log files (catalina.out and catalina.*.log) are under: /var/log/tomcat6/
Virtual Appliance (v7.3 and above) : Log files (catalina.out and catalina.*.log) are under: /opt/novell/nsd/servicedesk/Server/logs/
Virtual Appliance (v7.5 and above) : Log files (catalina.out and catalina.*.log) are under: /opt/novell/servicedesk/server/logs/

Additional Information

Replaced TID 7011278
Version 7.5 and above is configured as an Appliance using the Common Appliance Framwork model with the additional volume (VAStorage) for Service Desk application components making it easier for future upgrades of OS and Service Desk Application.

Log files and Locations:

Hibernate.properties file:
hibernate.cache.use_second_level_cache=true
hibernate.cache.use_query_cache=true

Windows:
C:\Program Files\ServiceDesk\Server\webapps\LiveTime\WEB-INF\LiveTime.woa\Contents\Resources
Linux:
 /usr/local/ServiceDesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
Virtual Appliance (v6.x-v7.2):
 /usr/share/tomcat6/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
Virtual Appliance (v7.3 - v7.4):
 /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
Virtual Appliance (v7.5 and higher):
 /opt/novell/servicedesk/server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources

Logging.properties file:
 Enabling debug mode by modifying line log4j.rootLogger=warn Replace warn to debug and restart the services.
 Location:
 Windows: C:\Program Files\ServiceDesk\Server\webapps\LiveTime\WEB-INF\LiveTime.woa\Contents\Resources
 Linux:  /usr/local/ServiceDesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
 Appliance (v6.x-v7.2): /usr/share/tomcat6/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
 Appliance (v7.3 - v7.4): /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources
 Appliance (v7.5 and higher): /opt/novell/servicedesk/server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources

Look for logs in the following locations: 
 Windows:  
 C:\Program Files\ServiceDesk\LiveTime\Logs
 C:\Program Files\ServiceDesk\Server\logs

 Linux: 
 /usr/local/ServiceDesk/LiveTime/Logs
 /usr/local/ServiceDesk/Server/logs

 Appliance (v6.x-v7.2):  
 /LiveTime/Logs
 /var/log/tomcat6/

Appliance (v7.3 - v7.4):  
 /LiveTime/Logs
 /opt/novell/nsd/servicedesk/Server/logs/

Appliance (v7.5 and higher): 
Product Upgrade Logs: /var/opt/novell/va/logs
Schema Upgrade and other Logs: /LiveTime/Logs (is a link to second VAStorage volume - Example: /vastorage/LiveTime/Logs)
Other Appliance Logs: /opt/novell/servicedesk/server/logs/

Banners can be found in the following locations: 
 Windows:  C:\Program Files\ServiceDesk\Server\webapps\LiveTime\images
 Linux: /usr/local/ServiceDesk/Server/webapps/LiveTime/images
 Appliance (v6.x-v7.2): /usr/share/tomcat6/webapps/LiveTime/images
 Appliance (v7.3 - v7.4): /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/images
 Appliance (v7.5 and higher): /opt/novell/servicedesk/server/webapps/LiveTime/images

Stop/Start the ZSD service:
 Windows: Stop "LiveTime" service from the service manager UI
 Linux: /etc/init.d/livetime [start | stop | restart]
 Appliance (v6.x-v7.2): /etc/init.d/tomcat6 [start | stop | restart]
 Appliance (v7.3-v7.4)  /etc/init.d/livetime [start | stop | restart]
 Appliance (v7.5 and above): /etc/init.d/servicedesk [start | stop | restart]
  or systemctl [start | stop | restart] servicedesk.service
  or from the Service Desk Administration Console

Stop/Start ZSD Admin Console services:
systemctl [stop | start | restart | status]  vabase-jetty.service
  or service  vabase-jetty  [stop | start | restart | status]
  or rcvabase-jetty [stop | start | restart | status]  

Replacing livetime.jar :
NOTE: If support provides a new livetime-#.#.#.jar file, before replacing the livetime.jar file, stop the service, take the backup of existing livetime.jar file and then replace with the new jar file.

 Location
 Windows:
 \Program Files\ServiceDesk\Server\webapps\LiveTime\WEB-INF\LiveTime.woa\Contents\Resources\Java
 \Program Files\ServiceDesk\Server\webapps\LiveTime\WEB-INF\lib

 Linux:
 /usr/local/ServiceDesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/Java/livetime.jar
 /usr/local/ServiceDesk/Server/webapps/LiveTime/WEB-INF/lib/livetime.jar

 Appliance (v6.x-v7.2):
 /srv/tomcat6/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/Java/livetime.jar
 /srv/tomcat6/webapps/LiveTime/WEB-INF/lib/livetime.jar

Appliance (v7.3 and higher):
 /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/Java/livetime.jar
 /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/lib/livetime.jar

Appliance (v7.5 and higher):
 /opt/novell/servicedesk/server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/Java/livetime.jar
 /opt/novell/servicedesk/server/webapps/LiveTime/WEB-INF/lib/livetime.jar

Backup database in appliance:
 The backup database is stored in appliance in the location:  /tmp/backup_<time_Date>.sql

Internal Notes

Replaced KB 7011278
TID 7018199 mentions the file structure change in v7.3, v7.4, v7.5 and above

Increase the number of Log file archives (Logging.properties),
Default: log4j.appender.R.MaxBackupIndex=2 
Change the value from default 2 to value wanted. 

Size of archived Log files
MaxFileSize=1024KB
Can be modified to some other calculation incremented in 1048KB
Example: MaxFileSize=4096KB and the archived zip files will be 4Mb each.