This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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

Logging in Remedy Smart Reporting

For latest version of this topic, go to the  Remedy Smart Reporting documentation .

BMC Remedy Smart Reporting has a number of different logging facilities for different parts of the application. The main BMC Remedy Smart Reporting application log is named smartreporting.log and is located at C:\Program Files\BMC Software\ARSystem\SmartReporting\appserver\logs. The smartreporting.log file contains error and warning messages and information about BMC Remedy Smart Reporting. You can configure BMC Remedy Smart Reporting to log additional debugging information in this file. For this, go to the log4j.properties file located at C:\Program Files\BMC Software\ARSystem\SmartReporting\appserver\webapps\ROOT\WEB-INF and uncomment the following line:

log4j.category.com.hof=DEBUG

This sets the logging level to DEBUG. 

Note

When you set the log level to DEBUG, the log file size increases quickly. BMC recommends that after you have finished debugging, turn the debugging off by commenting the following line:
log4j.category.com.hof=DEBUG
Restart the BMC Remedy Smart Reporting Server after commenting the above statement, else replace DEBUG with INFO to stop the DEBUG logging.

The following table lists the logs that you can refer to for issues in Remedy Smart Reporting:

IssueLog Details

Install and Upgrade issues

Microsoft Windows:

  • arsystem_install_log located at <Install Path>\BMC Software\ARSystem
  • SmartReportingInstallLog located at <Install Path>\BMC Software\ARSystem\SmartReporting

Linux:

  • arsystem_install_log located at <Install Path>\opt\bmc\arserver\
  • SmartReportingInstallLog located at <Install Path>\opt\bmc\arserver\smartreporting
Onboarding and importing content issues

See the following log files located in the <Install Path>\BMC Software\ARSystem\SmartReporting\appserver\logs directory

  • sr.log
  • sr-error.log
  • smartreporting.log
Performance issues

Perform the following steps for logging the performance issues:

  1. Enable the debug logging level in the log4j.properties file located at <Install Location\BMCSoftware\ARSystem\SmartReporting\appserver\webapps\ROOT\WEB-INF.
  2. Change the value of the log4j.rootCategory parameter from ERROR to DEBUG.
  3. Uncomment the # log4j.category.com.hof=DEBUG line.
  4. Save the changes.
  5. Restart Remedy Smart Reporting.
  6. Replicate the performance issue in the browser and collect all the logs from the following directory:
    <Install Path>\BMC Software\ARSystem\SmartReporting\appserver\logs

In addition to the log file, you can check the Info Threads to find out the root cause of the performance issues. For more information, see InfoThreadrunner. This is a Yellowfin utility that indicates which processes are slow.

User synchronization issues
  • Reporting Logs : <ARInstallDirectory>\AR\Arserver\Db\smartreporting.log 
  • Plugin Logs: <ARInstallDirectory>\AR\Arserver\Db\arjavaplugin.log
  • (From version 19.08) Filter Logs : <ARInstallDirectory>\AR\Arserver\Db\arfilter.log
Service outages

See the following log files located in the <Install Path>\BMC Software\ARSystem\SmartReporting\appserver\logs directory:

  • smartreporting.log
  • jdbc.log
  • source.log
  • <Servicename>-stderr
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