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
- 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.
- Troubleshoot common plug-in related issues.
For more information, see General approach for troubleshooting plug-in issues.
- If you need to investigate the issue further, enable the following logs:
To enable logging for the ITSM Util 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.
Modify the following lines in the <ARInstallationFolder>/pluginsvr/log4j_pluginsvr.xml file:
<logger additivity="false" name="com.bmc.itsm.util"> <level value="warn"/> </logger>
<logger additivity="true" name="com.bmc.itsm.util"> <level value="debug"/> </logger>
- Restart the AR System server.
The arjavaplugin.log is now generated with the debug logging for the ITSM Util plug-in.