This documentation supports the 20.08 version of Remedy Action Request System, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

Troubleshooting issues when calling a third-party REST API

You might face some issues when you call a third-party REST API.

A special logger in the logback_server.xml file, located in the ARSystem\Conf folder enables you debug any issue. The logs are collected in the arwkflowrestclient.log file, located in the db folder.

Perform the following steps: 

  1. Open the logback_server.xml file, located in the ARsystem\conf folder.
  2. Set the log level to Debug as described in the following example:

    <logger name="arwkflow_restapiclient" level="debug" additivity="false">
    <appender-ref ref="ARworkFlowRESTClient" />

  3. Save the logback_server.xml file.

  4. (OptionalEnable the following logs for better understanding of flow of events:
    • API Logs
    • SQL Logs
    • Filter Logs
  5. From the Log Files tab of the Server Information form, select the Reload Log Conf File option to reload the changes.

You can also refer to filter logs if an error occurs while authenticating REST API or creating a complex incident. For more information about filer logs, see Filter log. For information about enabling filter logs, see Options for logging and monitoring AR System server.

Example: Logs for POST call to create a user

Wed Apr 01 2020 00:00:25.711 DEBUG arwkflow_restapiclient Populating REST data paramters from field values.
Wed Apr 01 2020 00:00:25.718 DEBUG arwkflow_restapiclient Preparing client to invoke external REST api...
Wed Apr 01 2020 00:00:25.761 DEBUG arwkflow_restapiclient 1 * Sending client request on thread pool-Fast-thread-10
1 > POST http://<server name>:8008/api/arsys/v1/entry/User?fields=values(Request%20ID)
1 > Accept: application/json
1 > Authorization: AR-JWT eyJhbGciOiJIUzI1NiJ9.eyJzdWIiOiJWbEVydTlIeExUUnRLTFF3Q1N0b1VkVEo1eDhaVDg0MEdFTUJYRldQSEt0ZFBLQ3JBUjlGeVdQM0M4QmZ5eUhzZnFHb2NjcHNKejhvb1ZrcVNDc0Q4XC9hV1ZWVkxJRW94clYwZUhPaXIxRDdXOW1vWVdVcW4wUT09IiwibmJmIjoxNTg1NzQyMDEyLCJpc3MiOiJjbG0tcHVuLXQ0M3J2Ni5jbG0tbWdtdC5jbG0uYm1jLmNvbSIsImV4cCI6MTU4NTc0NTczMiwiX2NhY2hlSWQiOjI4MjEsImlhdCI6MTU4NTc0MjEzMiwianRpIjoiSURHQUE1VjBGTDZaNEFRSURZNktRSEZaMDZRNU8wIn0.919xm0QU2up10AWNQDtzXvhMI64f-ZcML-Po0eIqZj4
1 > Content-Type: application/json
{"values":{"Login Name":"test_user","Full Name":"Test User For Logs","Group List":"1;"}}

Wed Apr 01 2020 00:00:25.834 DEBUG arwkflow_restapiclient 2 * Client response received on thread pool-Fast-thread-10
2 < 201
2 < Content-Length: 125
2 < Content-Security-Policy: frame-ancestors 'self'
2 < Content-Type: application/json
2 < Date: Wed, 01 Apr 2020 12:00:25 GMT
2 < Location: http://<server name>:8008/api/arsys/v1/entry/User/000000000000205
2 < Status: 200
2 < X-AR-TR-Core-Id: JahOxqzHRZybRIXRiTT8Uw
2 < X-AR-TR-Counter: 1
2 < X-Content-Type-Options: nosniff
2 < X-Frame-Options: SAMEORIGIN
2 < X-XSS-Protection: 1; mode=block
{"values":{"Request ID":"000000000000205"},"_links":{"self":[{"href":"http://<server name>:8008/api/arsys/v1/entry/User"}]}}

Related topic

Calling third-party REST APIs in a Remedy application

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