This documentation supports the 9.1 version of Service Level Management.

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

Collecting diagnostics in a zip file

Use the Log Zipper component of the BMC Service Level Management Maintenance tool,  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.

The following sections are provided in this topic:

To run the BMC Service Request Management Maintenance tool

You can run the Maintenance Tool in a graphical user interface or from the command line.

To run the Maintenance Tool in a graphical user interface

  • (Windows) Go to the <installationDirectory>\BMCServiceLevelManagement\Utilities folder, and run the BMCServiceLevelManagementMaintenanceTool.cmd file.
  • (UNIX) Go to the <installationDirectory>/BMCServiceLevelManagement\Utilities directory and run the ./BMCServiceLevelManagementMaintenanceTool.sh file.
  • (Product installation DVD) Run the tool from the utility directory.

To run the Maintenance Tool from the command line

  • (Windows) From the <installationDirectory>\BMCServiceLevelManagement\Utilities folder, run BMCServiceLevelManagementMaintenanceTool.cmd with the -silent option.
  • (UNIX) From the <installationDirectory>/BMCServiceLevelManagement\Utilities directory, run ./BMCServiceLevelManagementMaintenanceTool.sh with the -silent option.

To learn about command-line options

To learn about available command-line options, use the -help or -? option when you run the command.

Examples:

  • ARSystemMaintenanceTool.cmd -help
  • ./ARSystemMaintenanceTool.sh -?

To set the maximum size limit for the zip file 

With BMC Service Request 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 Service Request Management Maintenance Tool. This creates multiple zip files and eases the activity of sending the zip files to BMC Customer Support.

When you specify the maximum zip size (in Mega Bytes), 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 BMCServiceLevelManagementLogs.z01,  BMCServiceLevelManagementLogs.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.
  • You must not use the decimal values while entering the maximum size.

To run the Log Zipper from the Maintenance Tool

  1. In the BMC Service Request Management Maintenance tool, click the Logs tab.
  2. Click Zip Logs.
  3. Send the BMCServiceLevelManagementLogs.zip output file from the Temp (tmp) directory to BMC Support.

    Note

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

To run the Log Zipper from the command-line interface

  1. In a command-line window, change to the <BMC_Installation_Directory>\BMCServiceRequestManagement\Utilities folder (where the Maintenance Tool is located).
  2. (For version 9.1.03.001 and earlier) Enter one of the following commands:
    • (Windows) BMCServiceLevelManagementMaintenanceTool.cmd -silent -logs -zip_logs "-output_file=%TEMP%\BMCServiceLevelManagementLogs.zip"
    • (UNIX) ./BMCServiceLevelManagementMaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/BMCServiceLevelManagementLogs.zip*

    (For version 9.1.04 and later) Enter one of the following commands:

      • (Windows) BMCServiceLevelManagementMaintenanceTool.cmd -silent -logs -zip_logs 
        "-output_file=%TEMP%\<product>.zip" –max_zip_size=1000
      • (UNIX)./BMCServiceLevelManagementMaintenanceTool.sh -silent -logs -zip_logs 
        -output_file=/var/tmp/<product>.zip* –max_zip_size=1000

  3. Send the BMCServiceRequestManagementLogs.zip output file from the Temp (tmp) directory to BMC Support.
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