This documentation supports the 18.05 version of Remedy with Smart IT.

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

Working with logs

This section explains how to configure logs, view and analyze them, and collect them to help resolve application issues.

To generate logs

To gather all the smartit logs , use the following command:

./ -i silent -logs -zip_logs

From Smart IT 18.05 version, the logs are generated from /opt/bmc/smartIT/smartitmaintools/ and a new folder Smartit is created. While generating the logs, it generates the log file as

To configure logs

You can configure logging by using the logback.configuration configuration parameter in the Centralized configuration. For more information, see Centralized configuration.

Contents of the logs

The following log files are available. For most log files, the format of the content is as follows:

Log fileLocationDescription


  • 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>/SmartIT/logs/





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



Primary Tomcat log file.

This file is saved at regular intervals defined within the logback-smartit.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

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

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


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

smartit-data-access.n.part.n.log<InstallDir>/SmartIT/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"


18:29:02.565 | http-bio-8080-exec-24 | Allen | 000000000000001 | REST API called [ GET  /smartit/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-smartit.xml file. To enable the log, set the LOG_DATA_ACCESS property in the logback-smartit.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.

To generate logs for the integration with BMC Digital Workplace requests

If you get an error, you can check the arjavaplugin.log, which is the standard AR java plug-in log. Otherwise, you can also generate a log file to check the details if you get an error. To generate a log file for the BMC Digital Workplace request integration, include the following code in the file \ARSystem\pluginsvr\log4j_pluginsvr.xml and restart plugin:

<appender class="org.apache.log4j.RollingFileAppender" name="SBEPluginLog">                       
    			<param name="File"          
		value="C:/Program Files/BMC Software/ARSystem/ARServer/Db/sbeplugin.log"/>                     
   			 		<param name="MaxFileSize" value="5MB"/>                    
    				<!-- Keep two backups -->
                  	<param name="MaxBackupIndex" value="10"/>           
    				<layout class="org.apache.log4j.PatternLayout"> 
       					<param name="ConversionPattern" value="%d %-5p [%t] %C (%F:%L) - %m%n"/>                               
<logger additivity="false" name="com.bmc.remedy.itsm.sbe">
      <level value="debug"/>
      <appender-ref ref="SBEPluginLog"/>

To enable Smart IT debug log for version 1805 and 1808

Refer to Knowledge Article #000158941 Open link .

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