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

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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

  1. 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.
  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 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.

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

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

    to

    <logger additivity="true" name="com.bmc.itsm.util">
    <level value="debug"/>
    </logger>
    
  2. Restart the AR System server.
    The arjavaplugin.log is now generated with the debug logging for the ITSM Util plug-in.

Related topic

ITSM Util plug-in configuration

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