Options for Where System Information Is Sent
By default, the established actions send the system information to PTC Technical Support and store a copy of what is sent in a local directory. For information on the established actions, see Actions that Send System Information.
Common options available for where the system information can be sent are as follows:
• Instead of sending the information directly to technical support, only store the compiled data in a local directory or send the compiled data to an external system.
• In addition to sending the information directly to technical support, store one or more copies of what is sent in local directories or send the information to one or more external systems.
To change where the system information is sent, use the xconfmanager utility to set the properties described in the section Properties for System Information Send Options.
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Any change you make affects all of the send actions; you cannot choose to change where a specific action (such as using the Support MBean) sends information without changing where all actions send the information.
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Properties for System Information Send Options
Use the following properties to change the default send options. The send options allow you to specify what to do with the information collected. Your options are:
• Sending the information using an HTTP transport mechanism defined in Windchill. Using this transport mechanism allows you to send data to PTC technical support and to send data to alternate external systems that have been configured to accept data send through a URL.
• Sending the information using a transport mechanism that stores the data in local directories.
In the property formats that follow, .instance.<instance_name> in the format identifies a unique instance defined for the property. The use of multiple instance names allows you to specify unique property values for the same base property. When only one instance of a property is defined in a given Windchill system, .instance.<instance_name> does not need to be specified:
wt.jmx.core.transport.Transport.support
Identifies the transports used to send data that has been collected. If only a single transport is being used, then either of the following values can be set:
◦ wt.jmx.core.transport.LocalDirTransport.instance\:<instance_name> specifies that the collected data is sent to a specified local directory.
◦ wt.jmx.core.transport.SimpleHttpTransport.instance\:<instance_name> specifies that the collected data is uploaded to a specified URL.
If you want to specify multiple transports, set the wt.jmx.core.transport.Transport.support property to the following value:
wt.jmx.core.transport.MultiplexedTransport.instance\:<instance_name>
This value specifies that the collected data is sent or uploaded according to the transports you have set in the wt.jmx.core.transport.MultiplexedTransport.instance.<instance_name>.transports property.
wt.jmx.core.transport.MultiplexedTransport.instance.<instance_name>.transports
When you want to specify multiple transports for sending data each time data is sent, use this property to specify all transports, separating each transport with a space.
Use the following values to specify transports:
◦ wt.jmx.core.transport.LocalDirTransport.instance\:<instance_name> specifies that the collected data is sent to a specified local directory.
◦ wt.jmx.core.transport.SimpleHttpTransport.instance\:<instance_name> specifies that the collected data is uploaded to a specified URL.
wt.jmx.core.transport.LocalDirTransport.instance.<instance_name>.targetDir
Identifies the target directory for a local directory transport. Your Windchill system must have write access to the specified directory.
The target directory specified for a given instance name in this property is used for all local directory transports that use the same instance name.
The default target directory is:
<Windchill>/utilities/SystemConfigurationCollector/sent/C<call>
where <Windchill> is the Windchill installation directory and <call> is the technical support call number that was entered to send the information.
wt.jmx.core.transport.SimpleHttpTransport.instance.<instance_name>.targetURL
Identifies the URL used to upload the collected data to an external system.
The URL specified for a given instance name in this property is used for all HTTP transports that use the same instance name.
The default URL sends the information collected to the PTC Technical Support database.
Default Values Coded for Sending System Information
Windchill provides the following defaults for sending system information:
wt.jmx.core.transport.Transport.support=wt.jmx.core.transport. MultiplexedTransport
wt.jmx.core.transport.MultiplexedTransport.transports=wt.jmx.core.transport.SimpleHttpTransport wt.jmx.core.transport.LocalDirTransport
wt.jmx.core.transport.SimpleHttpTransport.targetURL=http://support.ptc.com/appserver/support/windchillSCC/windchill_upload.jsp
wt.jmx.core.transport.LocalDirTransport.targetDir=$(wt.home)/utilities/SystemConfigurationCollector/sent
wt.jmx.core.transport.MultiplexedTransport.transports=wt.jmx.core.transport.SimpleHttpTransport wt.jmx.core.transport.LocalDirTransport
wt.jmx.core.transport.SimpleHttpTransport.targetURL=http://support.ptc.com/appserver/support/windchillSCC/windchill_upload.jsp
wt.jmx.core.transport.LocalDirTransport.targetDir=$(wt.home)/utilities/SystemConfigurationCollector/sent
Additionally, Windchill uses the following property for identifying the transport mechanisms used for sending quality agent reports to PTC:
wt.jmx.core.transport.MultiplexedTransport.instance.QUALITYAGENT.transports
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Do not change this property setting or any of the transport settings for the QUALITYAGENT instance.
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Example Properties for Storing Information Only In a Local Directory
To store sent ZIP files in a local directory and not actually send the information to PTC Technical Support, set the following properties in the wt.properties file:
• Set wt.jmx.core.transport.Transport.support to wt.jmx.core.transport.LocalDirTransport.instance\:<instance_name>.
• Optionally set the wt.jmx.core.transport.LocalDirTransport.instance.<instance_name>.targetDir property to change the directory location where the sent data is stored.
For example, assume you want to store sent ZIP files in the <Windchill>/TechSupport directory using the myCompany instance and not send the ZIP files to PTC. Then, enter the following xconfmanager command (on one line) from a windchill shell:
xconfmanager
-s wt.jmx.core.transport.Transport.support= wt.jmx.core.transport.LocalDirTransport\:myCompany
-s wt.jmx.core.transport.LocalDirTransport.instance.myCompany.targetDir= $(wt.home)$(dir.sep)TechSupport
-t wt.properties -p
-s wt.jmx.core.transport.Transport.support= wt.jmx.core.transport.LocalDirTransport\:myCompany
-s wt.jmx.core.transport.LocalDirTransport.instance.myCompany.targetDir= $(wt.home)$(dir.sep)TechSupport
-t wt.properties -p
For information on the directory content that is stored when you choose to store information in a local directory, see the section Understanding ZIP File Details for Sent Files.
Example Properties for Sending Information to Technical Support and to an Additional External System
To send collected information to PTC Technical Support and also send a copy of the information to another external site, set the following properties in the wt.properties file:
• Set wt.jmx.core.transport.Transport.support to wt.jmx.core.transport.MultiplexedTransport\:<instance_name>.
• Set wt.jmx.core.transport.MultiplexedTransport.instance.<instance_name>.transports to two instances of wt.jmx.core.transport.SimpleHttpTransport.instance.<instance_name>, where each instance has a unique target URL defined, one going to PTC Technical Support and the other going to an external site that has been set up to receive the data. Separate the two instances using a space.
• Set one instance of wt.jmx.core.transport.SimpleHttpTransport.instance.<instance_name>.targetURL property to the PTC Technical Support URL and the other instance to the external site.
For example, to send ZIP files to PTC Technical Support and to store a copy of the ZIP files on another external site that has been set up using https://www.myCompany.com/cgi/ssl/windchill/upload.pl, set the following properties using one or more xconfmanager commands from a windchill shell:
xconfmanager
-s wt.jmx.core.transport.Transport.support=wt.jmx.core.transport.
MultiplexedTransport\:AddOne
-s wt.jmx.core.transport.MultiplexedTransport.AddOne.transports=
wt.jmx.core.transport.SimpleHttpTransport.instance\:PTCTechSupport
wt.jmx.core.transport.SimpleHttpTransport.instance\:externalSite
-s wt.jmx.core.transport.SimpleHttpTransport.instance.PTCTechSupport.targetURL=
http://support.ptc.com/appserver/support/windchillSCC//windchill_upload.jsp
-s wt.jmx.core.transport.SimpleHttpTransport.instance.externalSite.targetURL=
https://www.myCompany.com/cgi/ssl/windchill/upload.pl
-t wt.properties -p
-s wt.jmx.core.transport.Transport.support=wt.jmx.core.transport.
MultiplexedTransport\:AddOne
-s wt.jmx.core.transport.MultiplexedTransport.AddOne.transports=
wt.jmx.core.transport.SimpleHttpTransport.instance\:PTCTechSupport
wt.jmx.core.transport.SimpleHttpTransport.instance\:externalSite
-s wt.jmx.core.transport.SimpleHttpTransport.instance.PTCTechSupport.targetURL=
http://support.ptc.com/appserver/support/windchillSCC//windchill_upload.jsp
-s wt.jmx.core.transport.SimpleHttpTransport.instance.externalSite.targetURL=
https://www.myCompany.com/cgi/ssl/windchill/upload.pl
-t wt.properties -p
For information on the files that are sent, see the section Understanding ZIP File Details for Sent Files.
Understanding ZIP File Details for Sent Files
Windchill creates ZIP files and corresponding PROPERTIES files when sending information using either the HTTP or local directory transport mechanisms. Each PROPERTIES file contains the metadata describing the contents of the corresponding ZIP file.
The ZIP files can contain data from the following:
• Directories where collected information was saved if you used the System Configuration Collector to send the information.
• The execution of a specific support MBean or the wt.util.jmx.TechSuppportMain command line utility.
The ZIP files are named using following information:
• The type of data, such as PTC_Logs or Utilities, as described in the System Configuration Collector help.
• The machine from which the data was generated, such as USERA203L
• The ID of the process from which the data was generated
• The timestamp, signifying when the data was sent
• An additional sequence number that uniquely identifies the file if another file already exists with the name that is under construction
For example, the following ZIP file contains a directory of logs collected from the Windchill logs directory that resides on the machine named USERA203L, where the collection process used has an ID of 4624 and timestamp was June 17, 2009 at 10:05 AM:
PTC_Logs-USERA203L-4624-0906171005.zip
The corresponding PROPERTIES file is:
PTC_Logs-USERA203L-4624-0906171005.zip.properties
If you are using the local directory transport, Windchill creates a directory under the local directory named in the wt.jmx.core.transport.LocalDirTransport.instance.<instance_name>.targetDir property by prefacing the call number specified with the letter C. For example, assume that the call number is 4567890 and the local directory is C:/ptc/Windchill/diagnostics/sent. Then the directory where the sent information is stored is:
C:/ptc/Windchill/diagnostics/sent/C4567890
If you are using the HTTP transport, then Windchill sends the ZIP files and corresponding PROPERTIES files directly to the URL identified in the wt.jmx.core.transport.SimpleHttpTransport.instance.<instance_name>.targetURL property.