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Troubleshooting ITSM Util plug-in issues

The ITSM Util plug-in is used to set the Knowledge Article field as an input parameter. This plug-in is also used to create or delete an approval filter when a user defines a custom approval chain.

To troubleshoot ITSM Util plug-in issues

  1. Verify the ITSM Util plug-in configuration.
    For more information, see ITSM Util plug-in configuration.
    For more information on AR System Administration: Plugin Server Configuration form and AR System Administration: AR System Configuration Generic UI form, see Configuring Java plug-in servers and Updating configuration settings by using the AR System Configuration Generic UI form.
  2. Troubleshoot common plug-in related issues.
    For more information, see General approach for troubleshooting plug-in issues.
  3. If you need to investigate the issue further, enable the following logs:

To enable logs for the ITSM Util plug-in

  1. In a browser, open the BMC Remedy AR System Administration Console, and click System > General > Plugin Server Configuration.

  2. On the Plugin Server Configuration form, from the 
  3. Select the Plugin Server Configuration tab.
  4. In the Logging Configurations area, from the Log Level listselect DEBUG.
  5. Click Apply
    The arjavaplugin.log file now generates the debug logs for the ITSM Util plug-in.

Related topics

ITSM Util plug-in configuration
Enabling plug-ins

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