How to send FootPrints Migration logs and backup set to the FootPrints Support team

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    FootPrints


    COMPONENT:

    FootPrints


    APPLIES TO:

    FootPrints Service Core 11.6.X



    PROBLEM:

    This article describes the files FootPrints Support needs when requesting a FootPrints 12 Migration backup set and log files from a customer. The following information provides guidance related to the issue indicated in the title. For help understanding the general concepts, features, and navigation of version 12, consult the product Help system. Occassionally, FootPrints Technical Support will request a Migration backup set and log files from a customer in order to further investigate reported problems related to migrating from FootPrints 11 to FootPrints 12. This article details which files should be sent to BMC. Additionally, these steps must be performed with full Administrator privileges.


    SOLUTION:

    All files sent to BMC should be included in a single compressed file. The following files should be included: Migration Advisor Tool files The following files should be sent to BMC if the Migration Advisor Tool was run. Note: This article assumes FootPrints 11 is installed in C:\FootPrintsServiceCore. If FootPrints 11 is installed in another folder, please look for the requested files in the location where FootPrints 11 is installed.

       
    • C:\FootPrintsServiceCore\MigrationAdvisorReports\migration_advisor.log
    •  
    • C:\FootPrintsServiceCore\MigrationAdvisorReports\migration_advisor_install_log.txt
       Migration Export Tool files The following files should be sent to BMC if the Migration Export Tool was run. Note: This article assumes FootPrints 11 is installed in C:\FootPrintsServiceCore. If FootPrints 11 is installed in another folder, please look for the requested files in the location where FootPrints 11 is installed:  
       
    • C:\FootPrintsServiceCore\Migration\(backup set name)\*.*
    The   (backup set name) folder includes the entire backup set and all necessary log files. To only include the log files, send only these files:  
       
    • C:\FootPrintsServiceCore\Migration\migration_export.log
    •  
    • C:\FootPrintsServiceCore\MigrationAdvisorReports\migrationexport_install_log.txt
       Migration Restore Tool files The following files should be sent to BMC if the Migration Restore Tool was run. Note: This article assumes FootPrints 12 is installed in C:\Program Files\BMC Software\FootPrints Service Core. If FootPrints 12 is installed in another folder, please look for the requested files in the location where FootPrints 12 is installed:  
       
    • C:\Program Files\BMC Software\FootPrints Service Core\logs\migration-import.log
    •  
    • C:\Program Files\BMC Software\FootPrints Service Core\logs\migration_import_install_log.txt
       Packaging the files Below is an example of the files to be included in the compressed file sent to BMC:   Information on how to ftp the file to BMC Technical Support can be found   here. Please be sure to coordinate with the Technical Support agent you are working with to ensure it is known when the file is available. 

      

     


    Article Number:

    000201402


    Article Type:

    Solutions to a Product Problem



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