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How to enable debug logging for Novell Service Desk v7

This document (7011278) is provided subject to the disclaimer at the end of this document.

Environment

Novell Service Desk

Situation

Troubleshooting Novell 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


Enable Debugging:
Windows:
  1. Edit <Installation Folder>\ServiceDesk\Server\webapps\LiveTime\WEB-INF\LiveTime.woa\Contents\Resources\logging.properties
  2. Change "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. Change "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. Change "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 and above:
  1. Edit /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/logging.properties
  2. Change "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

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/

Additional Information

Log files and Location:

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 and higher):
 /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources


Logging.properties file:
 Enabling debug mode= 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 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 and higher):  
 /LiveTime/Logs
 /opt/novell/nsd/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 and higher): /opt/novell/nsd/servicedesk/Server/webapps/LiveTime/images

Stop/Start the NSD 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 and above): /etc/init.d/livetime [start | stop | restart]

Replacing livetime.jar :

NOTE: Before replacing 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


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

Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7011278
  • Creation Date:30-OCT-12
  • Modified Date:23-NOV-16
    • NovellService Desk

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