This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

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 set the maximum size limit for the zip file 

With BMC Remedy IT Service Management version 9.1.04, you can set the maximum size limit for the zip file using the Max Zip Size (in MB) field of the BMC Remedy ITSM Maintenance Tool. This action creates multiple zip files and makes it easier to send the zip files to BMC Customer Support.

When you specify the maximum zip size (in megabytes), each zip file is created with the specified size and is serially numbered as 1, 2, 3 and so on. 

For example, when you set the Max Zip Size (in MB) to 10 MB, each zip file is created (maximum size 10 MB) and is numbered as BMCRemedyITSMSuiteLogs.z01BMCRemedyITSMSuiteLogs.z02, and so on.

  • By default, the Max Zip Size (in MB) field is populated with 1024 MB. You can change this value. 
  • If you enter zero in the Max Zip Size (in MB) field, a single zip file is created instead of multiple zip files.
  • Do not use the decimal values while entering the maximum size.

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. (For version 9.1.03.001 and earlier) 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*
      (For version 9.1.04 and later) Enter one of the following commands:
      • (Windows)BMCRemedyITSMSuiteMaintenanceTool.cmd -silent -logs -zip_logs 
        "-output_file=%TEMP%\<product>.zip" –max_zip_size=1000
      • (UNIX)./BMCRemedyITSMSuiteMaintenanceTool.sh -silent -logs -zip_logs 
        -output_file=/var/tmp/<product>.zip* –max_zip_size=1000

        Note

        If you do not specify the -max_zip_size parameter in the command, the system uses the default value (1024 MB). If you do not want to create multiple zips, enter 0 as the –max_zip_size parameter value. 

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