Environment
Service Desk 7.5 Appliance
Service Desk 8.x Appliance
Situation
- servicedesk service is crashing or hanging
- Need to gather thread or heap dumps for troubleshooting
Resolution
- Start the SSH service on the appliance as described in the System Services documentation
- Connect to the server with ssh or PuTTY
- Run this command: top -b -n 1 > /tmp/top.txt
- Run this command: cat /opt/novell/servicedesk/server/conf/servicedesk.pid
- NOTE: This will display the process ID or pid that you will use in the next commands. Replace <pid> in the following commands with the number that is output here.
- Run this command: /usr/lib64/jvm/default/bin/jcmd <pid> GC.heap_dump /tmp/hdump.hprof
- Run this command: /usr/lib64/jvm/default/bin/jcmd <pid> Thread.print > /tmp/tdump.txt
- Gather and send the following to Micro Focus Customer Support:
- /tmp/hdump.hprof
- /tmp/tdump.txt
- /tmp/top.txt
- The rest of the Service Desk logs as listed in TID 7017045 - How to enable debug logging for ZENworks Service Desk (formerly KB 7011278)
Additional Information
For Step 6, please ensure there is at least as much disk space free in /tmp as there is memory configured for the servicedesk service. The default is 2 GB. To check how much free disk space there is, run the command: df -h