This documentation supports the 1.3 version of Remedy with Smart IT.

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

Smart IT logs

Smart IT provides logging capabilities to help resolve application issues.

The following log files are available:

Log fileLocationDescription

Log configuration
file

 

/Apache Software Foundation
/Tomcat8.0/external-conf/logback.xml

Edit this file to configure log levels, file size,
type of logging, and other settings. 

The Smart IT logging mechanism support
multiple logging levels:

  • ERROR
  • WARN
  • INFO
  • DEBUG
  • ALL

For more information about managing log levels,
see  Setting the log level in the BMC MyIT documentation.

For detailed information about the logback.xml file,
see the LOGBack documentation.

Patch Installer
logs

 

Windows: %TEMP%/
myit_smartit_patch_install_log.txt

Linux:
\tmp\myit_smartit_patch_install_log.txt

Check this file for
Exceptions if the installation is:

  • Completed with warnings
  • Failed with error

If any DEF import failure exceptions are logged,
check the RIK log files located at:
<SmartITInstallDir>/SmartITMyIT/logs/

SmartIT Installer Logs

Windows: %TEMP%/
myit_smartit_install_log.txt

Linux:
\tmp\myit_smartit_install_log.txt

Check this file for
Exceptions if the installation is:

  • Completed with warnings
  • Failed with error
If any DEF import failure exceptions are logged,
check the RIK log files located at:
<SmartITInstallDir>/SmartITMyIT/logs/
Social logs

<SmartITInstallDir>/SmartITMyIT/logs/
social_err.txt

Check this file to troubleshoot
issues with the Social Service.

If no social information is available,
make sure you update the
following parameter in the
<SmartITInstallDir>/SmartITMyIT/social/
config.js file:
"log_level": "DEBUG".

<SmartITInstallDir>/SmartITMyIT/logs/
social_out.txt

Provides information related to
Social Rest calls

<SmartITInstallDir>/SmartITMyIT/logs/
social.log<date>

This file contains the
complete social service
logging to control the
verbose use log_level: flag
in the config file.

<SmartITInstallDir>/SmartITMyIT/
social/config.js

Check this file to view information
about which call caused an error,
and also what parameters were
sent by the Smart IT service layer.

Set the "log_level" value to

  • "DEBUG" to log all errors
    and rest calls
  • "Error"to log only errors

 

Mongo logs<SmartITInstallDir>/SmartITMyIT/logs/
mongod.txt

Check this file to:

  • to track database
    level errors, if any.
  • track any replication
    issues (if MongoDB is
    used in a replica set.
  • track slow queries.
Openfire logs

ProgramFiles\BMCSoftware\
Smart_IT_MyIT\Smart_IT_MyIT\
openfire\logs

ProgramFiles\BMCSoftware\
Smart_IT_MyIT\Smart_IT_MyIT\Logs\
openFire_error.log
openFire_debug.log

openFire_info.log
openFire_warn.log

Check these files to troubleshoot
issues with the Openfire chat.

SmartIT tomcat
logs

Program Files/BMC Software/
Smart_IT_MyIT/Logs/
ux.<timeStamp>.part.n


Default log file. 

This file is saved at regular intervals defined within
the logback.xml file. It contains data related to
back-end 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

Program Files/BMC Software/
Smart_IT_MyIT/Logs/
ux-error..<timeStamp>.part.n

Error log file

All errors are logged to this file.

Program Files/BMC Software/
Smart_IT_MyIT/Logs/
ux-pref..<timeStamp>.part.n

Additional log file created if log type
selected is Performance.

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