This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Contents of the logs

BMC Helix Digital Workplace provides logging capabilities to help resolve application issues. For most log files, the format of the content is as follows:
TIME| THREAD| LEVEL| COMPONENT| MESSAGE

BMC Helix Digital Workplace log files

The following log files are available:

Log fileLocationDescription
dwp.timeStamp.part.n.log.gz/opt/dwp/apache/tomcat/logs/yyyy-mm-weekn

Primary Tomcat log file. Events for BMC Helix Digital Workplace are logged in this file. To download a sample file with all log levels set to debug, see BMC Helix Digital Workplace Tomcat logging Open link in the BMC Support Knowledge Base. To configure the logging levels, see Configuring logs for BMC Helix Digital Workplace.

The dwp.timeStamp.part.n.log.gz file contains data related to backend calls and their duration. When the maximum defined log file size is reached, a new log file is created, and the n counter in the log file name is incremented to n+1. For information about retaining dwp.timeStamp.part.n.log.gz files in the logging history, see Log files retention.

dwp.log

/opt/dwp/apache/tomcat/logs

This is the current version of dwp.<timeStamp>.part.n.log. The time stamp and part are added when the file is saved, and a new dwp.log is started.
dwp-sysinfo.logProvider startup log. Check this log file for provider failures, such as integration issues.
dwp-userpool.log

Issues encountered while communicating with BMC Helix ITSM.

dwp-notifications.logIssues encountered when sending email notifications to end users. The log file contains details of errors related to the SMTP connection, undelivered emails, and undeliverable email addresses.


BMC Helix Digital Workplace Catalog log files

Functionality is available with BMC Helix Digital Workplace Catalog and BMC Helix Digital Workplace Advanced.

You enable and download BMC Helix Digital Workplace Catalog logs from BMC Helix Innovation Studio. With BMC Helix Innovation Studio, you can gather information to troubleshoot functional issues or errors that occur in a bundle and log them in a log file. 

For information about how to enable bundle logs in BMC Helix Innovation Studio and download them, see Enabling and downloading logs from BMC Helix Innovation Studio Open link .

  • When you enable bundle logs for BMC Helix Digital Workplace Catalog, select the com.bmc.myservice.catalog bundle in Step 2.
  • You can change the default fileName in Step 3 and enter a custom name of the log file. 

Log files location in containerized environments

If a single platform instance is deployed, the default location for all log files is platform-fts-0/opt/bmc/ARSystem/db. If multiple platform instances are deployed, logs are stored in the following locations:   

  • By default, logs for customer requests (HTTP requests, AR API requests) are stored in platform-user-<number>/opt/bmc/ARSystem/db.
  • By default, logs for background and administrative actions are stored in platform-fts-<number>/opt/bmc/ARSystem/db.
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Comments

  1. Joel Bongard

    We are using Helix Digital Workplace v 22.1. How can we access the logfiles mentioned on this page as a SaaS customer? Thanks you and best regards.

    May 16, 2023 07:50
    1. Meenal Kulkarni

      Hi Joel Bongard ,

      I have reached out to our engineering team and I will get back to you with the information soon.

      Thanks,

      Meenal

      May 17, 2023 04:51
      1. Meenal Kulkarni

        Hi Joel Bongard ,

        You will need to reach out to Customer Support and request for the log files.

        In addition, some log files can be downloaded from BMC Helix Mid Tier:

        AR System Management Console  >  AR System Server Group Console  >  Logs  >  View Logs.

        Thanks,

        Meenal

        May 18, 2023 09:11