This documentation supports the 9.1 version of Remedy Single Sign-On.

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

Working with logs

You must check the various log files when you debug a Remedy Single Sign-On (Remedy SSO) issue. This topic provides the following information related to logs:

Enable logs

By default, logging starts with the INFO level on the agent and server side. To modify the logging settings, use rsso-log.cfg located at <APPLICATION_HOME>/WEB-INF/classes.

An alternative configuration path to rsso-log.cfg may be specified through the following parameter for Java:

-Drsso.log.cfg.file ="/path/to/rsso-log.cfg"

The following table provides the list of parameters that can be set using rsso-log.cfg.

NameDefault ValueDescription
rsso.log.thread.info.onfalseExtends logging output by providing additional information about threads.
rsso.log.console.out.offfalseIf true, initial information is redirected to the console when the Remedy SSO logger is being initiated.
rsso.log.include Comma separated list of class names or packages which are included in the logging output.
rsso.log.exclude Comma separated list of class names or packages which are excluded from the logging output.
rsso.log.name.formatrsso.%g.log

Logging file name.

%g - pattern is replaced by the number corresponding to the current logging file output.

rsso.log.levelINFO

Logging level. The different levels are INFO, SEVERE, WARNING, and FINEST.

This directory should be writable for Remedy SSO.

rsso.log.roll1General number of logging files.
rsso.log.limit10485760The maximum size in bytes of one logging output file. By default 10 MB.
rsso.log.dir Directory of the log files.
rsso.io.tmpdir Temporary directory. That directory is used in case rsso.log.dir and catalina.home are empty. In case that parameter is not specified java.io.tmpdir is returned.

Sample logs

The following sample configures the log output for the class com.bmc.rsso.commons.loggin.Main with logging level set as FINEST and the number of logging files set as 2 with a maximum size of 5 MB. The logs are stored in the folder D:\logger with the name rs_Try.%g.log.

rsso.log.include=com.bmc.rsso.commons.logging.Main
rsso.log.name.format=rs_Try.%g.log
rsso.log.level=FINEST
rsso.log.roll=2
rsso.log.limit=5242880
rsso.log.dir=D:\logger

Extending logs

Use one of the following ways to extend the logs on the Remedy SSO server:

  • From rsso-log.cfg file: Modify rsso.log.level and save it. Configuration is updated at the same time. Restart is not required.
  • From Java parameters: This is a complicated method. Hence restart the server using the logging parameters from the above table.
  • From the Remedy SSO admin console: Select an appropriate Server Log Level. Configuration is updated at the same time. Restart is not required.

Use one of the following ways to collect the Remedy SSO logs from the agent server:

  • From rsso-log.cfg file: Modify rsso.log.level and save it. Configuration is updated at the same time. Restart is not required.
  • From Java parameters: This is a complicated method. Hence restart the server using the logging parameters from the above table.

In both the cases, logging output can be found at the path <tomcat>/logs. The output comprises all files whose names have rsso as the prefix by default. In few instances, logs are placed in the system temporary folder.

In addition, if you need more than one log as output, you can split the output into different parts. Use rsso.log.roll to define the number of parts and rsso.log.limit to define the size of each part.

Troubleshooting logs

The following sections provides information related to troubleshooting logs.

Viewing previous installation log files

The log files that are created at the time of installation in the temp folder are over written by the next installation and cannot be referred for troubleshooting installation related issues.

Workaround

Remedy SSO copies the log files that are created at the time of installation from the temp folder to another folder. You can view the previous installation log for troubleshooting installation related issues.

Remedy SSO zips the following log files and copies them to <rsso_install>/logs.

  • remedysso_configuration_log
  • remedysso_install_log

The zipped files are named as log_<timestamp> and copied into another location. If required, they can be referred for installation related to troubleshooting.

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Comments

  1. Sidhdesh Punaskar

    When do we expect the document defect to be resolved from below KB: https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA01O000000hKEQSA2&type=FAQ

    Jun 26, 2018 02:09
    1. Olha Horbachuk

      Hi Sidhdesh PunaskarAlok DewhareRichard Cooke, and Erling Balsnes. Thanks for the comments. Please refer to the most recent Remedy SSO documentation → Working with logs.

      Olha Horbachuk


      Aug 05, 2020 03:07
  2. Alok Dewhare

    Can you please add the entry that we need to manually create the file rsso-log.cfg , by default its not created.

    This is missing in the online document and customer can not locate it, BMC has KB for this but we need to modify the online document as well.

    Jun 26, 2018 02:10
  3. Erling Balsnes

    It really shouldn't suprise me, but this page is all rubbish. There is no such file as rsso-log.cfg. And creating one won't do you any good. Logging is controlled by (/WEB-INF/classes/ log4j.properties) and the RSSO Admin Console GUI. How is it possible to be this bad at documentation?!?!?

    Mar 19, 2019 05:47
    1. Olga Kutetska

      Hello!

      Thank you for the feedback. We are working on improving the content, and will have it published as soon as possible.

      Jul 04, 2019 08:30