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Overview

The Log File Management Tool (LFMT) essentially copies Genesys Application log files, from their respective Hosts, via the Workbench Agent 8.5 component(s), and stores the log files in a centralized repository, thereby enabling search, filter and .zip packaging capabilities to expedite the analysis, progression and resolution of Genesys platform questions/issues.

Genesys Application (SIP, URS, GVP, Chat, IxN etc) log files are an integral part of Genesys software. These Genesys Application log files are the main sources of diagnostic information when troubleshooting Genesys application issues. The faster that relevant, accurate, and consistent log files are provided, the sooner an issue can be resolved. Unfortunately, many problems can occur when trying to retrieve the log files necessary for troubleshooting; common problems include:

  • The log files for the time when the problem occurred have been overwritten or otherwise lost.
  • Log files delivered are not within the event time frame.
  • Log files provided were created with log levels not detailed enough for the investigation.
  • The set of log files provided is inaccurate or incomplete.

LFMT is intended to minimize the above challenges and thereby reduce the time required to progress and resolve customer queries/issues.

Sections within this Overview chapter:


Data Privacy

Important
The Genesys Customer Care LFMT product currently does not support access or erasure requests for data that is stored for an extended period. In order to meet EU GDPR (European Union General Data Protection Regulation) compliance, customers/partners should ensure that the ‘LFMT Indexer’ application “retention_period” option is set to 30 days or less (if adherence to EU GDPR is required).

LFMT Components

The LFMT has four main components: LFMT Client, LFMT Collector, LFMT Indexer and Workbench Agent.

LFMT Client performs the following functions:

  • Deploys as a plug-in to Genesys Administrator Extension (GAX).
  • Genesys recommends LFMT is deployed on its own separate GAX instance so that it does not affect any other GAX Plugins that are used to manage/operate the contact center.
  • Provides a graphical user interface to configure and control the LFMT solution.
    • Schedule log file collections.
    • Configure custom indexing on application log files.
    • Configure masking of sensitive data in application log files.
    • Search, select, and download log files collected by the LFMT Collector.
Important
  • LFMT components should be running the same/latest 8.5.1xx release from a given LFMT Package
    • i.e. when downloading/using LFMT Package 8.5.105.12 - use/upgrade to the respective LFMT components within the LFMT 8.5.105.12 Package
    • i.e. do NOT run an 8.5.104 LFMT Collector with a 8.5.105 LFMT Client.
Important
  • Genesys recommends LFMT is deployed on its own separate GAX instance so that it does not affect any other GAX Plugins that are used to manage/operate the contact center.
Important
One LFMT Client can serve multiple LFMT Collector/LFMT Indexer pairs.

LFMT Collector performs the following functions:

  • Deploys on the LFMT Server Host(s).
  • Initiates scheduled and real-time collection requests by the LFMT Client
    • Application hosts are queried for new or modified log files only.
    • Log files are copied from application servers to the LFMT Server Host(s).
    • Log files are compressed for transfer (~10:1).
    • Log files are encrypted for transfer (default is AES128-cbc).
  • Creates log file packages resulting from user queries in the LFMT Client.
  • Masks sensitive data in log file packages created by a user in the LFMT Client.

LFMT Indexer performs the following functions:

  • Deploys on the LFMT Server Host(s).
  • Indexes log files collected by LFMT Collector.
  • Compresses log files for reduced storage.
  • Purges log files based on a user specified retention period.

Workbench Agent performs the following functions:

  • Deploys on the Genesys applications’ hosts
  • Receives scheduled or real-time log collection requests from the LFMT Collector
  • Identifies new or modified log files to be sent to the LFMT Collector
  • Log files can be compressed for transfer based on configuration (review the configuration section <name section>)
  • Log files can be transferred securely or as plain text based on configuration (review the configuration section <name section>)

Supported File Types

The type of log files that can be managed by the LFMT are:

  • Application log files—*.log (including those that have been configured for circular logging)
  • Application snapshot log files that can be opened for writing—*.snapshot.log.
  • Core and dump files created after an application terminates unexpectedly—core.* and dmp.*.
  • Log files from third party applications configured in Configuration Server.
Important
For log files to be accessible by the LFMT, the application must be provisioned in Configuration Server with a configuration option of all set in the [log] section. The value of this option should be set to the absolute path of the application log files.
Important
  • Genesys does not create, validate or support customer regular expressions required within LFMT
  • Genesys regex guidance made be provided, but the customer is responsible for creation, validation, testing and support of user defined LFMT regexes
  • Genesys strongly recommends the customer comprehensively tests the regular expressions that you want to use for LFMT Indexing and Scrubbing before you define them in the LFMT Client
  • A good resource to test LFMT Regexes would be the Genesys Log File Masking Utility (LFMU) as it uses the same Regex Engine approach for masking log files
This page was last edited on August 23, 2022, at 13:08.
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