This documentation supports the 1.5 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.

 

View this short video about the ux-data-access.n.part.n.log file.

https://youtu.be/O8dafA17kJI

Note

While editing the log file, the log level change is automatically picked up without a service restart. The automatic refresh interval is 60 seconds.

Log configuration files

The following files configure logging:

Configuration fileLocationDescription

logback.xml

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

Configures ux.log. 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 (Default)
  • INFO
  • DEBUG
  • ALL

For information about updating the logback.xml file, see Configuring logs in the BMC MyIT documentation.

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

If the file size reaches to 20 MB, it rolls to new file. File size can be configured by using the following property:

 <property name="LOG_FILE_SIZE" value="20MB"/>
config.js<InstallDir>/SmartITMyIT/
social/

Configuration file for the social logs. Set the log_level value to:

  • DEBUG to log all errors and REST API calls. If social information is missing from the social logs, use this value for troubleshooting.
  • Error to log only errors
log4j_pluginsvr.xml<ARInstallDir>/pluginsvr/

Configuration file for the social cloud plugin log on the BMC Remedy AR System server: <ARInstallDir>/Arserver/Db/
arjavaplugin.log

To enable social cloud plugin logging, add the following lines to log4j_pluginsvr.xml:

<logger additivity="true" name="com.bmc.remedy.itsm.SocialCloud">
<level value="debug"/>
</logger>

For more information about the log4j_pluginsvr.xml file, see Enabling server-side AR System logs .

Contents of the logs

The following log files are available. For most log files, the format of the content is as follows:
TIME| THREAD | LEVEL| COMPONENT| MESSAGE.

Log fileLocationDescription
arjavaplugin.log<ARInstallDir>/Arserver/Db/

Social log. Check this file to troubleshoot issues with the social cloud plugin.

To configure social cloud plugin logging, see log4j_pluginsvr.xml in Log configuration files.

mongod.log
  • If MongoDB is installed on the BMC MyIT server:
    <InstallDir>/Smart_IT_MyIT/Logs/
  • In a production environment, located on the MongoDB server

MongoDB logs. MongoDB is the social database. Check this file to:

  • Track database-level errors, if any.
  • Track any replication issues (if MongoDB is deployed in a replica set).
  • Track slow queries.

myit_smartit_patch_install_log.txt

 

  • Windows: %TEMP%\
  • Linux: /tmp/

Patch Installer logs. 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: <InstallDir>/SmartITMyIT/logs/

myit_smartit_install_log.txt

  • Windows: %TEMP%\
  • Linux: /tmp/

Smart IT Installer Logs. 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: <InstallDir>/SmartITMyIT/logs/

openFire_error.log
openFire_debug.log

openFire_info.log
openFire_warn.log

<InstallDir>/SmartITMyIT/openfire/logs/

<InstallDir>/SmartITMyIT/logs/

Openfire logs. Check these files to troubleshoot issues with Openfire chat in Smart IT.

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

Social log. This file contains complete social service logging.

To configure social logging, see config.js in Log configuration files.

social_err.log

<InstallDir>/SmartITMyIT/logs/

Social log. Check this file to troubleshoot issues with the social service.

To configure social logging, see config.js in Log configuration files.

social_out.log<InstallDir>/SmartITMyIT/logs/

Social log. Provides information related to social REST calls.

To configure social logging, see config.js in Log configuration files.

ux.<timeStamp>.part.n.log

<InstallDir>/SmartITMyIT/logs/yyyy-mm-weekn/


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

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

ux.log<InstallDir>/SmartITMyIT/logs/This is the current version of ux.<timeStamp>.part.n.log. The time stamp and part are added when the file is saved, and a new ux.log is started.
ux-error.log<InstallDir>/SmartITMyIT/logs/

Tomcat error log file. All errors are logged to this file.

ux-perf.log<InstallDir>/SmartITMyIT/logs/

Additional Tomcat log file created if log type selected is Performance.

ux-data-access.n.part.n.log<InstallDir>/SmartITMyIT/logs/Logging based on user name and tenant ID.

This log file captures Rest API calls and also the subsequent AR API calls. The REST call includes Query parameters and Payload. All AR API calls log Fields and the Qualification being used for a specific request.

Log format:

"%date{${DATE_FORMAT}} | %-2thread | %-10X{userId} | %-10X{tenantId} | %msg%n"

Example:

18:29:02.565 | http-bio-8080-exec-24 | Allen | 000000000000001 | REST API called [ GET  /ux/restapi/person/supportgroupperson/Allen ] with parameters/payload [ Allen ]

Enabling the logger

By default, the logger is not enabled. When needed, this logger can be enabled in the logback.xml file. To enable the log, set the LOG_DATA_ACCESS property in the logback.xml file to TRUE. Changing the value does not require you to restart the services for it to take effect.

Note: You must be an administrator to enable or disable this logger.

Recommendation: Enabling this logger will be an overhead to the system. BMC recommends that you enable the logs when you require to capture logs against specific use cases or scenarios, and then disable it as soon as you are done.

Limitation: Currently JPA calls are not captured in this log.

Related topic

Working with logs (BMC MyIT documentation)

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