This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

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.

Log fileLocationDescription
error.log
debug.log
info.log
warn.log

/opt/bmc/openfire/logs

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

smartit.n.log

/opt/bmc/Smart_IT/Smart_IT/Logs


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/opt/bmc/Smart_IT/Smart_IT/LogsThe current version of log file is smartit.log.
smartit-error.log/opt/bmc/Smart_IT/Smart_IT/Logs

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

smartit-perf.log/opt/bmc/Smart_IT/Smart_IT/Logs

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

smartit-data-access.log/opt/bmc/Smart_IT/Smart_IT/LogsLogging 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  /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 parameter value to DEBUG. Changing the value does not require you to restart the services for it to take effect.

Note:

  • 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 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:

<RollingFile append="true"
                   fileName="/opt/bmc/ARSystem/db/sbeplugin.log"
                   filePattern="/opt/bmc/ARSystem/db/sbeplugin.log.%i"
                   ignoreExceptions="false"
                   name="SBEPluginLog">
      <PatternLayout pattern="%d %-5p [%t] %C (%F:%L) - %m%n"/>
      <Policies>
        <SizeBasedTriggeringPolicy size="30MB"/>
      </Policies>
      <DefaultRolloverStrategy max="10"/>
</RollingFile>

<Logger level="debug" name="com.bmc.remedy.itsm.sbe">
         <AppenderRef ref="SBEPluginLog"/>
</Logger>
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