Email error and system status logs

The BMC Remedy AR System Email Error Logs form stores error and system status information. This information can be useful in troubleshooting email transmission or email formatting issues, as well as email system environment issues.

The following topics are discussed in this section:

Error logs include information such as:

Email transmission or instruction failures.
BMC Remedy AR System API errors.
Internal BMC Remedy Email Engine errors.

System status logs include information about:

All incoming emails. (The email is included in the logging message as an attachment.)
All outgoing email. (The email is included in the logging message as an attachment.)
Connection status information for email servers.
Connection status information for the BMC Remedy AR System server containing the configuration, logs, and email forms.
Date and time the BMC Remedy Email Engine was started or stopped.
Changes to the configuration of the BMC Remedy Email Engine.

Tip

You can access the Email Error Logs form from the BMC Remedy Mid Tier Object List or the Email Messages form. The Advanced tab in the Email Messages form includes an Errors tab that displays the same log data that is displayed in the Email Error Logs form. If you click the table field entry under the Errors tab, the entry created in the Email Error Logs form appears.

For more information, see AR System Email Error Logs form.

Email transmission or instruction failures

When an email transmission fails or an instruction cannot be executed, the system generates an error message and stores it in the BMC Remedy AR System Email Error Logs form. Examples of errors include instructions that see a nonexistent form or an invalid server name. In the following sample error message, a form called XYZForm, referenced in two instructions, could not be found on the server--either the form name was entered incorrectly, or the form does not exist.

Instruction: Submit
Instruction Number: 1
Instruction Template:

Message Type:
Message Number: 303
Message Text: Form does not exist on server
Appended Text: XYZForm

Instruction: Query
Instruction Number: 2
Instruction Template:

Message Type:
Message Number: 303
Message Text: Form does not exist on server
Appended Text: XYZForm

BMC Remedy AR System API errors

The BMC Remedy Email Engine logs any BMC Remedy AR System API errors that occur while executing instructions in an email. See API log.

Internal BMC Remedy Email Engine errors

Any internal issues with the BMC Remedy Email Engine itself (for example, if the system runs out of disk space) are logged.

BMC Remedy AR System Email Engine logging levels

Information added to the logs at the minimum logging level (SEVERE) also appears in logs created by using the maximum level (FINEST). The higher levels provide more detailed information, further to that provided by the lower logging levels.

SEVERE

The minimum logging level for BMC Remedy Email Engine is SEVERE. When you set this logging level, only severe issues are written to the logs.

INFO

INFO is the next logging level for the BMC Remedy Email Engine. Logs created by using this level help trace the flow of execution easily. They include the following types of information:

Mailbox names and thread names
Entry into and exit from functions
Creation of inline or template attachments
Creation of BMC Remedy AR System server users
Initialization of modules