Phased rollout This documentation supports the 21.05 and consecutive patch versions of Live Chat.To view the documentation for the previous version, select 21.02 from the Product version menu.

Collecting log files and information for troubleshooting

Live Chat includes the Logs Collector, a servlet that automatically collects diagnostic data. When you have an issue and need to send BMC Support log files to help troubleshoot the issue, use the Logs Collector to gather the following files and information which is downloaded in a zip file:

  • Tomcat logs by mask *.log
  • Configuration class data
  • ARData class data
  • Java version and type
  • Program D web.xml file

Tip

As an administrator, you can view the logs created from Live Chat and generate a report of the call logs by using the Call Log Event Type called Chat. This event type is added in the SYS:Menu Items form in Remedy with Smart IT (Smart IT). When a call log is created from Smart IT, an entry is made in the SMT:Smart Recorder Call Log form with Chat as the event type. Call logs are created only when the Centralized Configuration Setting parameter enableSmartRecorderCallLog is set to true. To learn how to change the value of this setting, see Centralized configuration.

Before you begin

You must have Tomcat 7 or later to use the Logs Collector.

To set up access

Access is restricted to the ChatAdmin Tomcat role. 

  1. From the BMC Mid Tier server, open the tomcatInstallDirectory/conf/tomcat-users.xml file in a text editor.

  2. Add the following tags to the <tomcat-users> section.

      <role rolename="ChatAdmin"/>
      <user username="adminName" password="adminPassword" roles="ChatAdmin"/>

    Note

    Do not change the value for the rolename parameter.

    The result should look like the following example:

    <tomcat-users>
      <role rolename="ChatAdmin"/>
      <user username="calbrouser" password="calpass" roles="ChatAdmin"/>
    </tomcat-users>

     

  3. Save the file.
  4. Restart the Tomcat server.

To use the Logs collector

  1. In a web browser, enter the Logs Collector URL: http://midTierServerName:portNumber/eschat/rest/diagnostics/collect.
    Example: http://cal-vm1-mt:8080/eschat/rest/diagnostics/collect 
  2. Click on the link to download the zip file.

The compressed archive of collected files stays in %tomcat%/bin folder. You should deleted it manually after it is no longer needed.

If you see 401 or 403 HTTP response errors, then tomcat-users.xml is not properly configured, or you need to restart Tomcat.

 

 

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