This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier 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 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>/Smart_IT/Logs/





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



Primary Tomcat log file.

It contains data related to back-end calls and their duration. When the maximum defined log file size reached 128 MB (by default), a new log file is created, and the n counter in the log file name is incremented to n+1 (till 8 files).

smartit.log<InstallDir>/Smart_IT/Logs/The current version of log file is smartit.log.

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


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

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 through the logback.configuration configuration parameter in the Centralized configuration.

To enable the log, set the LOG_DATA_ACCESS property in the logback.configuration parameter to TRUE and set the log level to DEBUG. Changing the value does not require you to restart the services for it to take effect.


  • For Tomcat server version above 8.0.39, you need to remove the loader class from the smartit.xml file to enable the smartit-data-access.log.

Best practice: Since enabling this logger will be an overhead to the system, we recommend 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"/>
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