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 FTS plug-in issues

To troubleshoot FTS plug-in issues

For FTS server group configuration,

  1. Verify the FTS plug-in configuration. For information, see FTS plug-in configuration.
  2. Troubleshoot common plug-in related issues. For more information, see General approach for troubleshooting plug-in issues.
  3. To overcome performance-related issues, you can ensure that the FTS plug-in starts up with full memory. Edit the armonitor.log file to add the <maxMem> option to the line that contains the -Xms parameter as follows: -Xms<maxMem>m
  4. If you need to investigate the issue further, enable the following logs:
  5. Examine data in the following log files:
    • arfts.log
    • arftsindex.log
    • arerror.log
    • arftsplugin.log
    • armonitor.log
    • arjavaplugin.log
    • arsql.log

For FTS non-server group configuration, perform step 4 and step 5.

Note

In BMC Remedy AR System 9.0, Full Text Search (FTS) errors are recorded in a single location, the arerror.log file.

To enable FTS indexing logs

To enable FTS index logging, see Troubleshooting full text search.

To enable additional logging for FTS search

  1. Open the <ARInstallationFolder>\conf\logback_server.xml file for editing.
  2. Change the log level value from warn to trace for the logger name="com.bmc.arsys.fts.impl.lucene".

    <logger name="com.bmc.arsys.fts.impl.lucene"
                            level="warn" additivity="false">
                            <appender-ref ref="FTSSearchEngineLog" />
                </logger>

     to

    <logger name="com.bmc.arsys.fts.impl.lucene"
                 		level="trace" additivity="false">
                            <appender-ref ref="FTSSearchEngineLog" />
                </logger>

You can restart the AR System server. However, if you cannot, you can enable the Reload Log Conf File option to reload the config changes made to the logback_server.xml files without restarting the AR System server. For more information, see Setting log files options.

To enable logging for FTS plug-in

To troubleshoot plug-in related issues, you can enable plug-in logging for the FTS plug-in on the indexer server using the BMC Remedy AR System Administration Console.

  1. On the AR System Administration console, select System > General > Plugin Server Configuration.
  2. Click the Plugin Server Configuration tab.
  3. Select the FTS specific plugin using the port number).
  4. On the LoggingConfigurations box, e
  5. Click Apply.
    The plug-in logging is enabled immediately, you do not have to restart the plug-in server.

For more information, see Configuring Plug-in Server logging

Related topics

FTS plug-in configuration

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