Collecting diagnostics in a zip file

Use the Log Zipper, to collect diagnostics in a zip file to submit to Customer Support. The Log Zipper creates a collection of log files and file characteristics that Customer Support uses to help you debug your system.

You can run the Log Zipper either from the BMC Remedy ITSM Maintenance tool or from a command line prompt.

To run the Log Zipper from the BMC Remedy ITSM Maintenance tool

1. Open the BMC Remedy ITSM Maintenance tool.
2. In the BMC Remedy ITSM Maintenance tool, click the Logs tab.
3. Click Zip Logs.

4. Send the BMCRemedyITSMSuiteLogs.zip output file from the temp (tmp) directory to BMC Support.

   Note

   To unzip the BMCRemedyITSMSuiteLogs.zip file, use a utility such as WinZip to extract the files, or you might receive an error.

To run the Log Zipper form a command-line prompt

1. In a command-line window, change to the <installationDirectory>\BMCRemedyITSMSuite\Utilities folder (where the Maintenance tool is located).
2. Enter one of the following commands:
   • (Windows) BMCRemedyITSMSuiteMaintenanceTool.cmd -silent -logs -zip_logs "-output_file=%TEMP%\BMCRemedyITSMSuiteLogs.zip"
   • (UNIX) ./BMCRemedyITSMSuiteMaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/BMCRemedyITSMSuiteLogs.zip*
3. Send the BMCRemedyITSMSuiteLogs.zip output file from the temp (tmp) directory to BMC Support.