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Using the Log File Management Tool

This section describes the Log File Manager Tool Graphical User Interface (GUI) and how to use it to retrieve the necessary files.

The LFMT GUI is a Genesys Administrator Extension plug-in that can be accessed from any web browser by authorized users. It is the only way that a user can send a request for specific log files.

Logging into the LFMT Interface

1. To access LFMT, enter the following URL into your browser: http://<localhost>:<port>/gax where <localhost> is one of:

  • the IP address of the CLS Host, or
  • if the Host is registered with DNS, the Host’s name.

2. In the text boxes, enter your username and password.

3. Press Enter, or click Login.

Logging Out of the LFMT Interface

To log out, click log out on the main tool bar.

Using the Interface

The LFMT interface has one panel displaying the hierarchy of the particular configuration server that the user logged into. The functionality is divided in CONFIGURATION and OPERATION:

  • The CONFIGURATION menu allows users to configure log collection on specific application servers, as well as set up the indexing and scrubbing functionality.
  • The OPERATION menu allows users to select, package and transfer files to Genesys Customer Care.

Selection Criteria

To reduce the number of files that you have to choose from in the CLS Explorer, you can specify certain criteria. All criteria all optional.

The criteria are as follows:

  • Timeframe—Logs generated starting From the specified day and time, and/or To a specified day and time. This criteria must contain historical dates and times; that is, an upcoming date or time cannot be used. The time zone to which this time frame applies defaults to the time zone of the machine on which this instance of the interface is running. You can change the timezone to another if required. LFM converts all times into UTC (Universal Time), so no errors occur due to time zone differences. To change or select the time zone:

    • Select the gear icon Gearicon.png at the top of the screen, and click User Preferences.
    • From the Category drop-down list, select Locale.
    • Scroll to select the appropriate time zone.
  • Index Type & Filter—The index, and additional filter if required, for which log files are to be retrieved. LFMT matches the index to that stored in the LFMT Database and applies the index to the log files in CLS. Any additional filters are applied then. The LFMT supports any index specified by the user, but permits a maximum of three indexes available for each file type.

As criteria are selected, the hierarchy of log files displayed in the CLS Explorer changes to reflect the files and folders meeting the criteria.

Indexes and Scrubs

1. In Genesys Administrator Extension, select the Setup Index/Scrub menu from the CONFIGURATION drop-down list.

SetupScrubs.png

2. Select the regular expression name from the drop-down list.

Regexpress.png

3. Select whether you want to Index or Scrub based on your chosen regular expression.

  • Choose Index to reference the data in the logs—for example, index the log file by the connection id.
  • Choose Scrub to remove sensitive user data from the logs.

Selection.png

4. Select the application types that require indexing or scrubbing.

5. Click the update button LfmtUpdate.png.

1. From the left hand side of the screen, click on the application type you want to add an exception for to enable the Setup Index/Scrubs Exceptions panel to display. The applications of that type are listed.

Lfmtexceptions.png

2. Select the log files that you want to exclude scrubbing or indexing of.

3. Click the update button LfmtUpdate.png.

Log Collection

1. In Genesys Administrator Extension, select the Manage Log Collection menu from the CONFIGURATION drop-down list.

Lfmtlogcollect.png

2. In the Enable/Disable Log Collection drop-down list, select the applications for log collection.

3. Click the update button LfmtUpdate.png.

1. In Genesys Administrator Extension, select the LFMT Application Settings menu from the CONFIGURATION drop-down list.

2. Select a LFMT from the Available LFMT Configurations drop-down list.

3. Select a Configuration Server from the Available Configuration Server drop-down list.

4. Select Manage Log Collector Schedules.

Lfmtcollectorschedules.png

5. Click the Lfmtadd.png button in the Manage Log Collectors pane to create a new scheduled task for Log Collector.

Lftmaddbutton.png

6. Select the desired applications for the new scheduled Log Collector Task.

7. Enter the name, start time, and collector interval for the new scheduled Log Collector task.

Lfmtcreatetask.png

8. Select the LfmtUpdate.png button to save the new scheduled Log Collector task.

9. Navigate back to the list of scheduled Log Collector tasks.

10. Select the scheduled Log Collector task.

11. Enter the LFMT Configuration Server password and start the task. Startsched.png

Important
When the server running Genesys Administrator Extension and LFMT Server is restarted, you must enter a new initial start time and interval for the Log Collector.

1. In Genesys Administrator Extension, select the LFMT Application Settings menu from the CONFIGURATION drop-down list.

2. Select an LFMT from the Available LFMT Configurations drop-down lists.

3. Select a Configuration Server from the Available Configuration Server drop-down list.

4. Click the Manage Indexer button.

Lfmtindexer.png

5. Enter the LFMT Configuration Server password that will run the Indexer.

6. Click the Start Indexer button.

Important
The Collect Log Files section allows users to do a manual refresh of log files for specific applications. Genesys recommends that users refrain from selecting all applications when using this method of updating the CLS.

1. In Genesys Administrator Extension, select the Collect Log Files menu from the OPERATIONS drop-down list.

Lfmtcls.png

2. Select the applications for which the logs are to be collected.

3. Click the refresh button Lfmtrefresh.png.

4. Enter the LFMT Configuration Server password.

5. Click Refresh button.

Log Packages

1. In Genesys Administrator Extension, select the Create Log Package menu from the OPERATIONS drop-down list.

Lfmtcreatlogpkg2.png

2. Select the dates you want to capture the logs for.

Lftmlogpkg.png

3. Select an index and enter a value to query. Click Add Index. Click Get Logs. Log files matching the query will be displayed in the Filtered Log Files pane

Important
It is possible to have multiple search criteria for a single query by selecting the And or Or radio button options.


Lfmtloguserdata.png

4. Select the desired log files from the Filtered Log Files pane.

5. Click the package button Lfmtpackage.png. The Generate Log Package pane becomes visible.

Lfmtgeneratelog2.png

6. To download or send the desired files from the Generate Log Package pane enter the following information:

  1. Case#—The Customer Care number associated with the package. This is typed/entered so that the log package will be sent to the customer folder that corresponds to the Case# to the Genesys FTP site.
  2. FTP(S)/SFTP Host—The URL of the FTP or SFTP server where the log package will be transferred.
  3. Port—The TCP port used to connect for the (S)/FTP server. Usually the TCP ports are 21 for FTP and 22 for SFTP.
  4. Username—The FTP/STP username that is used to connect to (S)/FTP server.
  5. Password—The FTP/STP password that is used to connect to (S)/FTP server.

7. Select the destination where the files will download:

  • Download
  • FTP(S)/SFTP

8. Click the Generate Package button.

This page was last modified on June 4, 2014, at 10:24.

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