This documentation applies to the 8.0 version of Remedy Action Request System, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Gathering information for support

In case you need to contact BMC Remedy AR System support to troubleshoot issues with the product, it will help to have the following diagnostic information.

Collecting AR System server information

AR System server information

Log files

Configuration files

  • AR System server version
  • Database vendor and version
  • Operating system vendor and version
  • Available memory for the system that is running AR System server
  • Locale
  • Number of servers in server group
  • Data exported from the rankings table
  • arerror.log
  • arapi.log
  • arsql.log
  • armonitor.log
  • ar.cfg (ar.conf)
  • armonitor.cfg (armonitor.conf)

Note

Some other log files may be required depending upon the issue reported.

Collecting Mid tier information

Mid tier server

Servers used with the mid tier

  • BMC Remedy Mid Tier version
  • Web server vendor and version
  • JSP engine vendor and version
  • Java version
  • Mid-tier operating system version
  • Mid-tier log files
  • JVM memory settings
  • Proxy server information
  • Load balancer information/configuration
  • Available memory for the system that is running the mid tier
  • Is the mid tier on same machine as the AR System server(s)?
  • Browsers used to reproduce the problem (including version and operating system)
  • Database and version
  • Operating system vendor and version
  • Available memory for the system that is running AR System server
  • AR System server version
  • Locale

Have the config.properties file available if Support needs it to analyze your issues.

Collecting BMC Remedy Email Engine information

If you have an issue with the BMC Remedy Email Engine, prepare information for the AR System server as well.

  • Email details
  • Configuration details
    • Incoming mailboxes
    • Outgoing mailboxes
  • Platform Details
    • Hardware details
    • Operating system details

Have the following files available if support needs them to analyze your issues:

  • Log files
  • Registry export (found in: HKEY_LOCAL_MACHINE\SOFTWARE\Remedy)
  • emaildaemon.properties

Collecting BMC Remedy Assignment Engine information

Server used for installing the assignment engine

  • Operating system vendor and version
  • Available memory for the system that is running AR System server
  • AR System server version
  • Server locale

Assignment engine information

Assignment log files can help you identify functionality issues that might be encountered because the rules are not set up correctly or the processes are not configured correctly.

For more information on enabling Assignment Engine logs, see Configuring the Assignment Engine logs.

Collecting BMC Remedy Approval Server information

Servers used for installing the Approval Server

  • Operating system vendor and version
  • Available memory for the system that is running the AR System server
  • AR System server version
  • Server locale

Approval Server information

  • Approval Server version displayed in Share:Application properties
  • Ranking if used in a server group
  • Is the approval server on same machine as the AR System servers?

Have the following Approval Server files available if support needs them to analyze your issues:

  • Log file for Approval Server debug logging (To turn on this log, go to the AP:Administrator form, and click the Server Settings link, and select Approval Debug Mode check box.)
  • Dispatcher log files if the requests are not been processed (To turn on dispatcher logging, add the Dispatch-Log-File parameter to the [ar.cfg (ar.conf)] file with the file name that you want to use.)

Collecting Data Import Tool information

Servers used with Data Import Tool

  • Database and version
  • Operating System (including version)
  • AR Server version
  • Locale

Data Import Tool

  • Java version
  • Import log files
  • Information about the AR server used with the Data Import Tool
  • JVM memory settings

Collecting BMC Atrium CMDB information

Servers used for CMDB data import and reconciliation

  • AR System version
  • BMC Remedy Mid Tier version
  • Java version
  • AR System multi-server license
  • AR System Next Request ID Block Size
  • Number of configuration items planned
  • Additional virtual memory available
  • Additional database tablespace available

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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