Log Collection

These commands prompt you to specify a secure FTP (SFTP) server location to which the files will be uploaded.

To obtain logs:

• Install log: file get install desktop-install.log

  Use this command to see the installation log after the system is installed.

  This log is written to the SFTP server and stored as a text file written to this path: <IP Address>\<date time stamp>\install\desktop-install.log

• Desktop logs: file get activelog desktop recurs compress

  Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that contains the following directories:

  • webservices: Contains the logs for the Finesse backend that serves the Finesse REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. The maximum size of this directory is approximately 4.5 GB. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log.

  • desktop: Contains logs from the Finesse agent desktop gadget container that holds the Finesse desktop gadgets. Any container-level errors with Finesse agent desktop will appear in these log files.

  • admin: Contains logs from the Finesse administration gadget container that holds the administration gadgets. Any container-level errors with the Finesse administration console appear in these log files.

    • audit-log: Audit logs contain all admin operations (including Finesse admin UI and REST client operations) and supervisor operations for Team Message. The maximum size of an uncompressed audit log file is 100 MB. The maximum size of total audit log files (including compressed log files) is approximately 1 GB. After a log file reaches 100 MB, that file is compressed and a new log file is generated. The log file wrap-up duration can vary, based on the number of users on the system. The log contains the following parameters:

      • Timestamp

      • User Id of the administrator

      • Method of operation (PUT, POST, DELETE ). GET operations will not be logged

      • URL

      • Payload

  • clientlogs: Contains the client-side logs that are submitted from the Cisco Finesse agent desktop to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent ID of the agent who submitted the file. A new log file is created each time that an agent submits client-side logs (the data is not appended to an existing log file). The maximum size of this directory is 100 MB. The directory holds a maximum number of 25000 clientlog files. When the directory exceeds the size limit or the file count, the oldest files are deleted.

  • openfireservice: Contains startup and shutdown-related information logs for the Cisco Finesse Notification Service.

  • openfire: Contains limited error and information logs for the Cisco Finesse Notification Service.

  • finesse-dp: Contains startup, error, and information logs generated by the Finesse Diagnostic Portal application.

  • realm: Contains the logs for authentication requests from clients that are handled by the Finesse backend.

  • db: Contains the Finesse database logs.

  • /finesse/logs: Contains the logs for the Cisco Finesse Tomcat service.

  • fippa: Contains logs for the Finesse IP Phone Agent (IPPA) application.

  • jmx: Contains the JMX counters data that is generated by the JMX logger process. It contains important jmx counters that are exposed by Finesse and openfire.

  • finesse_maintenance_mode.log: Contains the logs of Cisco Finesse hook script implementation of orchestration manager.

  These logs are stored in the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

• WebProxy Service logs: file get activelog webproxy recurs compress

  Use this command to obtain logs for the WebProxy Service. The maximum size of an uncompressed webproxy log file is 10 MB. The maximum size of this directory is approximately 500 MB. After a log file reaches 10 MB, that file is compressed and wraps to the new log file which is generated. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each webproxy log.

  These logs are stored in the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

  This command uploads a zip file that contains the following log files:

  • access.log: Contains the webproxy access logs after you configure the access log-level using the set webproxy access-log-level CLI. For more information on CLI commands, see WebProxy Service.

  • error.log: Contains the webproxy error logs.

  • webproxy_cli.log: Contains the webproxy CLI logs. For more information on CLI commands, see WebProxy Service.

  • webproxy_launcher.log: Contains the logs after the WebProxy Service is launched.

  Note	To access the individual log file, use the command file get activelog webproxy/<log filename>. For example, file get activelog webproxy/error.log

• Servm log: file get activelog platform/log/servm*.* compress

  Use this command to obtain logs that are generated by the platform service manager that manages the starting and stopping of the Finesse services.

  The desktop and servm logs are compressed to one set of files.

  These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is the timestamp in long format.

• Platform Tomcat logs: file get activelog tomcat/logs recurs compress

  These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is the timestamp in long format.

• Install log: file get install install.log

  These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.

Call Variables Logging

From Cisco Finesse Release 12.5(1) onwards, the call variables logging in Cisco Finesse logs are disabled by default. The callVariables contain sensitive user information and this property allows the administrator to decide whether the information must be captured in the logs. You can enable the call variables logging by using the CLI commands.