This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 22.1.06 from the Product version picker.

Viewing and collecting logs by using the Support Assistant tool

BMC provides the Support Assistant tool to view and collect BMC Helix Innovation Suite platform and service management application logs. Administrators can use the logs to analyze and debug issues. Use the Assistant tool to download and view the following logs:

  • Trace logs
  • Core dump and stack logs
  • API logs

Before you begin

  • Make sure that you register Domain Name System (DNS) for your cluster to access the Support Assistant tool. 
  • Make sure that you update the following config map values in the nginx-configuration in your cluster:

    KeyValue

    enable-underscores-in-headers

    true

    server-name-hash-bucket-size

    1024

    ssl-redirect

    false
    use-forwarded-headerstrue

    To navigate to the nginx-configuration in your cluster, select System > Resources > Config > Namespace: ingress-nginx.

  • Make sure that you have the cluster administrator and root user permissions to install the Support Assistant tool.
    The Support Assistant tool container runs as root user.
  • Make sure that you add your namespace as privileged to access the Support Assistant tool in an OpenShift cluster.
  • Make sure that you install the Assistant tool.
    To install the Assistant tool, you must select the option to install the tool while performing the BMC Helix IT Service Management installation.
    Learn about adding your namespace as privileged and installing the Support Assistant tool at Performing the installation.

Accessing the Support Assistant tool

Use the following URL to access the Support Assistant tool:

<CUSTOMER_SERVICE>-<ENVIRONMENT>-supportassisttool.<domain name>
For example, ade-poc-supportassisttool.dsmlab.bmc.com
The default local user credentials are as follows:

  • User name—admin

  • Password—bmcAdm1n#

To change the password, update the BMC Helix Single Sign-On local user password. Learn about how to change a local user password at  Managing local users and passwords Open link

You can also log in to the Assistant tool by using an Action Request System user credentials. To access the Assistant tool, you must add the Action Request System user for authentication. Learn about how to configure AR authentication at Configuring AR authentication Open link .

To download a log file

  1. Log in to the Support Assistant tool.     
  2. To download all log files, in the Namespace column, click the download icon corresponding to the namespace.
    The following images shows an example:
  3. To download component logs, in the Namespace column, double-click the namespace for which you want to download logs.
  4. In the pane, separate folders for each platform and application components are available, click the folder of the component for which you want to download logs.
  5. In the Download pane, click the download icon corresponding to the folder name to download all logs.
    The following image shows the download option:
  6. To download a directory in the folder, on the Directories tab, click the download icon corresponding to the directory name.
  7. To download a container logs in the folder, on the Containers tab, click the download icon corresponding to the container name.


Important

While downloading logs, if you encounter an error related to fpack, verify that the worker nodes are running in your cluster.

Related topic

Troubleshooting deployment pipeline failure issues

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