This documentation supports the 9.0 version of Remedy Action Request System.

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

Troubleshooting CAI plug-in issues

The Command Automation Interface (CAI) plug-in is used to create, update, and receive data from other back-office applications.

To troubleshoot CAI plug-in issues

  1. Verify the CAI plug-in configuration.
    For more information, see CAI 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 logging for the CAI plug-in

To troubleshoot plug-in related issues, you must enable plug-in logging by editing the plug-in log level in the log4j_pluginsvr.xml file.

  1. Modify the following lines in the <ARInstallationFolder>/pluginsvr/log4j_pluginsvr.xml file:

    <logger additivity="false" name="com.bmc.itsm.cai.filterapi.cai">
        <level value="warn"/>


    <logger additivity="true" name="com.bmc.itsm.cai.filterapi.cai">
    <level value="debug"/>
  2. Restart the AR System server.
    The arjavaplugin.log file now generates the debug logging for the CAI plug-in.

Related topic

CAI plug-in configuration

Was this page helpful? Yes No Submitting... Thank you