How to Perform Proactive Monitoring for CA SDM?

The steps outlined in this article are the steps recommended for proactive monitoring actions for CA Service Desk Manager. If you are using CA SDM 14.1 or later, the diagnostic tool is automatically installed with CA SDM.
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The steps outlined in this article are the steps recommended for proactive monitoring actions for CA Service Desk Manager.
If you are using CA SDM 14.1 or later, the diagnostic tool is automatically installed with CA SDM.
Clean up the NX_ROOT\log directory so that the CA Support Diagnostics utility only sends what it has to. Do not retain old dump, trace or other files in the NX_ROOT/log directory. Do not create backup folders in NX_ROOT/log directory.
Perform the following to proactively monitor CA SDM Servers:
    1. Install the Microsoft PSLIST utility on all CA SDM servers.
      When invoking PSLIST from within a batch file, please invoke it in the following manner to ensure that it generates an easy to read CPU and memory output:
      'pslist -m' and 'pslist -s 2'
  1. Install the performance logging script from CA Support on all CA SDM servers and have it running at all times. 
    For more information, see TEC473185 for further details
  2. Using a performance monitoring utility, monitor the main CA SDM processes in real time and, if possible, also from a historical perspective.
    1. Monitor the CPU, Memory and Thread count metrics for the following processes:
      • Domsrvr
      • Javaw
      • Pdm_proctor_nxd
      • Pdm_tomcat_nxd
      • Spel_srvr
      • Webengine
      • Boplgin.exe
      • Bpvirtdb_srvr.exe
    2. If the monitoring utility can set baselines on the above metrics, allow it to do so.
      Use the baseline metrics to set threshold levels. When the thresholds are exceeded, have alarms triggered, appropriate staff notified, and if possible dynamically invoke a script that runs the CA Support Diagnostics tool which will gather the performance logging files.
  3. Monitor the CA SDM service on all CA SDM servers.
    When the CA SDM service is down, dynamically invoke a script that runs the CA Support Diagnostics tool which will gather the performance logging files.
  4. Set up SQL profiler trace logging on the SQL server where the MDB is hosted. 
    For more information, see Microsoft Documentation for SQL Server Profiler
  5. Monitor the MDB for long running queries and any queries which are returning a large number of rows.
  6. Create a script/batch file to copy the
    STDLOGs
    from the 
    NX_ROOT\log directory
    to another location and schedule this script/batch file to run every day around midnight.  
    Ensure that the script creates a unique name for the copied
    STDLOGs
    that contains the date they were copied on.  This will ensure that if a problem occurs and CA Support asks for the STDLOGs for a certain time period, you can provide the copied STDLOGs. 
    As far as database maintenance is concerned, database administrators follow their own methods to perform re-indexing and other maintenance tasks. Hence, it is recommended that when a large amount of data is loaded into the MDB (that is, pdm_load), you execute a re-index prior to loading data into the MDB. Ensure that there is enough disk space available for database growth. In addition, a database re-indexing can be helpful when SQL performance issues are seen on the MDB database. The drawback to database re-indexing is that it does have a tendency to cause deadlocked tables when it is executed while the CA SDM is up and active. Therefore, if you plan to run database re-indexing or other database maintenance tasks on a scheduled basis, you must shutdown the CA SDM service on the CA SDM server(s) prior to performing these tasks.