Troubleshoot Cisco Finesse Desktop Persistent Logging Problem

Introduction

This document describes how to troubleshoot the Cisco Finesse Persistent Logging problem

Backgound Information

There are several options to collect Cisco Finesse client logs. One of these options is Persistent Logging. This is the procedure to set Perssistent Logging.

Step 1. Open the Local Storage Logs serviceability tool:  https://<FQDN>/desktop/locallog   

Step 2. Click on the button Sign in with Persistent Logging. A login screen is open with an additional query string parameter lls (local log Storage) 

When the agent signs in, the client logs are collected in local storage. You can view the logs in the same page as where you set Persistent Logging: https://<FQDN>/desktop/locallog. However, an issue was found, that even after Persisten Logging is configured, the logs do not show in the local log page https://<FQDN>/desktop/locallog. This  problem is described with more detail in the caveat  CSCvf93030   Persistent logging fails to capture logs - Finesse 11.5(1) ES-2 onward.

Problem

Based on the query string passed (lls), the local storage flag enableLocalLog  is set to true. and local logs are collected. But currently the request.getQueryString() method returns an empty string instead of the query string itself, this is due to the missing key-value pair for lls.

Solution - Workaround

Once Persistent Logging is set and the agent signs in, you should see the value true added to the parameter lls.

When the problem happens, on the the agent deskop, you see that the value of the IIS parameter is null:  http://<FinesseServerIP>/desktop/container/?locale=en_US&lls

And the local logs do not get updated.

As a workaround, assign the value true to the parameter IIs in the url of the agent desktop https://<FinesseServerIP>/desktop/container/?locale=en_US&lls=true

 You see now the information in the local storage https://<FQDN>/desktop/locallog.

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