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    BMC Dashboards for Business Service Management 7.7.00

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    This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

    The support utility is installed with the product and automates the process of gathering information that is helpful to BMC Customer Support while they help you solve a problem.

    The support utility gathers relevant information about the computer (database version, host name, IP address, netstat, date, and browser version), the cluster, and all BMC Dashboards for BSM log files (including the installation log files).

    The support utility creates a zip file and writes it to the support directory. If the product and BMC Atrium Data Integration Layer (BMC Atrium DIL) server are installed on the same computer, the hostname_bsmdashboardlogs.zip file is created and contains the logs for the product and the BMC Atrium DIL server. If the product and BMC Atrium DIL server are installed on separate computers, one file named hostname_bsmdashboardlogs.zip is created for the product and another file named hostname_bsmdillogs.zip is created for the BMC Atrium DIL server.

    Before you begin

    If you are planning to run the support utility on a clustered Tomcat configuration, verify that the files that will be gathered by the support utility contain the following information.

    FileInformation to be verified

    The workers.properties file on the load balancer host

    • This file must contain the following section for each Tomcat host in the cluster:
        # Associate real workers with virtual LoadBalancer worker worker.
        loadbalancer.balance_workers=worker1,worker2
    • This file contains the following lines for each clustered Tomcat server (where hostname and shutdownport are the values specific to that Tomcat host):

    worker.worker2.host=hostname

    worker.worker2.port=shutdownport

    Note: The values worker1 and worker2 can be any value, but they must match the value used for the jvmRoute attribute in the server.xml file on each of the clustered Tomcat hosts.

    The web.xml file on each of the Tomcat hosts

    		The </distributable> tag is present.

    The services-config.xml file on each of the Tomcat hosts

    This file must have the following section:

    <clusters>
      <cluster id="bsd-cluster" default="true" url-loadbalancing="
      false" properties="jgroups-tcp.xml"/>
    </clusters>

    The destination section must have the following lines:

    <network>
      <cluster ref="bsd-cluster" shared-backend="true"/>
    </network>

    The jgroups-tcp.xml file on each of the Tomcat hosts

    Configure the following section in the file as instructed:

    <config>
      <TCP bind_addr="host1" start_port="7800" loopback="true"
      enable_diagnostics="false"/>
      <TCPPING timeout="3000"
      initial_hosts="host2[7800],host3[7800]" port_range="3"
      num_initial_members="3"/>
      <MERGE2 min_interval="10000" max_interval="20000"/>
      <FD timeout="6000" max_tries="4"/>
      <VERIFY_SUSPECT timeout="1500" down_thread="false"
      up_thread="false"/>
      <pbcast.NAKACK gc_lag="100"
      retransmit_timeout="600,1200,2400,4800"/>
      <pbcast.STABLE stability_delay="1000"
      desired_avg_gossip="20000" down_thread="false" max_bytes="0"
      up_thread="false"/>
      <pbcast.GMS print_local_addr="true" join_timeout="5000"
      join_retry_timeout="2000" shun="true"/>
    </config>
    • Set the TCP bind_addr attribute to the IP address or DNS name of the host, according to the value used in the \etc\hosts file.
    • The TCPPING initial_hosts setting lists all other nodes in the cluster (not including the node corresponding to the configuration file). Set the num_initial_members value to the number of other nodes in the cluster.

    To run the support utility

    Follow the steps given below to run the support utility:

    1. Navigate to the utility from the required BMC Dashboards for BSM installation directory:
      • (For Microsoft Windows) %BSMDASHBOARDS_HOME%\BSMDashboards\support
      • (For UNIX or Linux) $BSMDASHBOARDS_HOME\BSMDashboards\support
    2. Run either of the following commands:
      1. (For Microsoft Windows)  support.bat
      2. (For UNIX or Linux) support.sh

      If the DIL server is installed on a remote host, navigate to either %BSMDASHBOARDS_HOME%\DIL\CIS\apps\dil\support or $BSMDASHBOARDS_HOME\DIL\CIS\apps\dil\support on the remote host and run any one of the commands given above.

    3. Watch the command-line messages till the execution of commands has finished.
    4. After the successful execution of the commands:
      • If you installed BMC Dashboards for BSM using a clustered BMC Atrium DIL server, open the GetClusterInfo.txt file found in the hostname_bsmdillogs.zip file and identify all of the nodes in the cluster.
      • If you installed BMC Dashboards for BSM using a clustered application server, open the jgroups-tcp.xml file found under the hostname_bsmdashboardlogs.zip file and identify all of the nodes in the cluster.
    5. Repeat steps 1 though 3 on all the nodes that you identified in step 4.

    6. Locate the hostname_bsmdashboardlogs.zip, hostname_bsmdillogs.zip, or hostname_bsmdashboardssupportdiagnostics.log files that are written to the same location where you ran the support utility.

      If you use a clustered application server and you installed the Apache load balancer, locate the ApacheHTTPInstallationDirectory\conf\workers.properties file.

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