This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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Escalation log

The escalation log traces escalation activity on the server. It identifies the time an escalation starts, whether it passes the qualification, any actions executed, and the time the escalation stops, as well as the escalation pool. By default, the log file is named arescl.log.

Each line of an escalation log file begins with an <ESCL> prefix and includes the time of each escalation transaction. Escalation logs might have lines that indicate the escalation is going to run in some amount of time. This means the escalation was checked and was found not to require activation at that time.

Following is a sample escalation log file.


<ESCL> <TID: 0000000500> <RPC ID: 0000000000> <Queue: Admin     > <Client-RPC: 000000   > <USER: > /* Tue Apr 17 2007 10:47:07.3480 */Escalation Trace Log -- ON (AR Server 7.1.00 Build 00)
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 000000   > <USER: AR_ESCALATOR (Pool 1) > /* Tue Apr 17 2007 10:47:11.2430 */Set new firetime of 600 seconds
<ESCL> <TID: 0000001700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 000000   > <USER: AR_ESCALATOR (Pool 2) > /* Tue Apr 17 2007 10:47:19.8160 */Set new firetime of 761 seconds
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > /* Tue Apr 17 2007 10:57:19.8910 */Start escalation processing -- Operation
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > /* Tue Apr 17 2007 10:57:19.8910 */Checking Business Time Segment-DeleteEntries (enabled) : going to fire in 50621 seconds on Business Time Segment
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > /* Tue Apr 17 2007 10:57:19.8910 */Checking Business Time Segment-DeleteExpiredEntries (disabled) on Business Time Segment
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > /* Tue Apr 17 2007 10:57:19.8910 */Checking Sample:SetToCompleted (enabled) : ready to fire now on Sample:Classes
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) >    --> Passed -- perform actions
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 00001
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 0: Set Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 1: Push Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 00002
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 0: Set Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 1: Push Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1) > 00003
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >         0: Set Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >               Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >         1: Push Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >               Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >      00004
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >         0: Set Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >               Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >         1: Push Fields
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        >               Status (7) = 2
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        > /* Tue Apr 17 2007 10:57:20.2120 */Stop escalation processing
<ESCL> <TID: 0000000700> <RPC ID: 0000000000> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 1)                        > /* Tue Apr 17 2007 10:57:20.2120 */Set new firetime of 600 seconds
<ESCL> <TID: 0000001700> <RPC ID: 0000000001> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 2)                        > /* Tue Apr 17 2007 11:00:00.9040 */Start escalation processing -- Operation
<ESCL> <TID: 0000001700> <RPC ID: 0000000001> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 2)                        > /* Tue Apr 17 2007 11:00:00.9040 */Checking CleanupAlertEvents (enabled) : ready to fire now on Alert Events
<ESCL> <TID: 0000001700> <RPC ID: 0000000001> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 2)                        >    --> Failed qualification
<ESCL> <TID: 0000001700> <RPC ID: 0000000001> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 2)                        > /* Tue Apr 17 2007 11:00:00.9040 */Stop escalation processing
<ESCL> <TID: 0000001700> <RPC ID: 0000000001> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 2)                        > /* Tue Apr 17 2007 11:00:00.9040 */Set new firetime of 86400 second

Tracking escalation overlays

When the server executes an escalation overlay, the escalation log uses the real name of the overlay (<escalationObjectName__o>). It also records this message:

skipping overlaid object <escalationObjectName>

When overlays are disabled on the server and the server executes an overlaid escalation object, it records this message:

skipping overlay object <escalationObjectName>__o

For information about overlay objects, see Customizing applications using overlays and custom objects.

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