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.
To change the log level
To change the log level set the log.level parameter value in the Centralized configuration.
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.
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).
|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.
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 parameter value to DEBUG. Changing the value does not require you to restart the services for it to take effect.
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 Helix 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 Helix Digital Workplace request integration, include the following code in the file \ARSystem\pluginsvr\log4j2_pluginsvr.xml and restart plugin:
<PatternLayout pattern="%d %-5p [%t] %C (%F:%L) - %m%n"/>
<Logger level="debug" name="com.bmc.remedy.itsm.sbe">