This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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 Request 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>\BMCServiceRequestManagement\Utilities folder, and run the BMCServiceRequestManagementMaintenanceTool.cmd file.
  • (UNIX) Go to the <installationDirectory>/BMCServiceRequestManagement\Utilities directory and run the ./BMCServiceRequestManagementMaintenanceTool.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>\BMCServiceRequestManagement\Utilities folder, run BMCServiceRequestManagementMaintenanceTool.cmd with the -silent option.
  • (UNIX) From the <installationDirectory>/BMCServiceRequestManagement\Utilities directory, run ./BMCServiceRequestManagementMaintenanceTool.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 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 BMCServiceRequestManagementLogs.zip output file from the Temp (tmp) directory to BMC Support.

    Note

    To unzip the BMCServiceRequestManagementLogs.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. Enter one of the following commands:
    • (Windows) BMCServiceRequestManagementMaintenanceTool.cmd -silent -logs -zip_logs "-output_file=%TEMP%\BMCServiceRequestManagementLogs.zip"
    • (UNIX) ./BMCServiceRequestManagementMaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/BMCServiceRequestManagementLogs.zip*
  3. Send the BMCServiceRequestManagementLogs.zip output file from the Temp (tmp) directory to BMC Support.

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.

Comments