Enable logs to troubleshoot functional areas of the application

The following table lists the logs you should enable to troubleshoot various areas of the product. You can use this information as a guide for the types of logging that might be required for similar problem areas.

Related topics

Troubleshooting

Functional area	Logs to enable
Using consoles: Request Entry console Service Request Coordinator Console Business Manager Console Work Order Console	Workflow (active link) logging Filter (server-side) logging
Submitting service requests Requesting again Displaying navigational categories Displaying query menus Processing actions Processing of questions and conditions	Workflow (active link) logging Server-side logging Mid tier (DVM) logging
Updating service requests (for example, you close a fulfillment request and the service request is not updated) Creating a fulfillment request from an approved service request	CAI plug-in logging Server-side logging Workflow (active link) logging
Approving requests	ITSM Util plug-in logging Approval server logging Server-side logging
Sending and receiving notifications	Server-side logging Escalation (server-side) logging (in some cases)
Assigning service requests	Server-side logging
Creating an AOT, PDT,or SRD	Workflow (active link) logging Server-side logging
Using Service Request Designer	Workflow (active link) logging Server-side logging
Importing BMC Service Request Management objects and data (Import Export Console)	Atrium Integrator logging—The Import Export Console uses Data Management (UDM) and Atrium Integrator functionality for imports, so errors might be recorded in the Atrium Integrator Carte server and Pentaho plug-in logs. For more information, see Configuring Atrium Integrator logs . Server-side logging Workflow logging (in some cases) ardebug.log (Arserver\Db directory) arerror.log (Arserver\Db directory)
Exporting BMC Service Request Management objects and data (Import Export Console)	AR Export utility logging—The Import Export Console uses the Action Request System Export utility for exports, so errors related to export might be recorded in the artools.log file. This log file is always enabled, and is located in <AR System server installation>\Arserver\Db (for example, C:\Program Files\BMC Software\ARSystem\Arserver\DB). Check this log file for errors, even if no errors are displayed in the Import Export Console. Server-side logging Workflow logging (in some cases) ardebug.log (Arserver\Db directory) arerror.log (Arserver\Db directory) arcarte.log (Arserver\Db directory)

To gather logs

Enable the appropriate logs, as shown in the above table.
Reproduce the issue.
Zip the log files and send them to BMC Support.

When gathering logs, note the time zones for both the client and the server. You can use timestamps in the log files to help identify and cross-reference client-side and server-side events. Knowing the time a client action occurred and the login ID of the user performing the action also helps you identify the correct logs to search.

To enable workflow (active link) logging

Enable active link logging by setting the user's preferences as shown. For more information, see Activating workflow logging in a browser .
Log in again to activate the new preference settings.
The active link log appears in a separate browser window.

Important

The log buffer size is limited, so copy and save the log often to avoid losing any data. To save the log record, right-click in the logging window, select all (CTRL-A), copy (CTRL-C), and paste (CTRL-V) to a text file.
If the user belongs to a group configured in the Client-side Logging Group server setting, then you can enable API, filter, and database logging to capture workflow information for the user. This method only works for operations run by that user, not for operations run under other server accounts such as Application Server, AR Escalator, and so on.

To enable Mid Tier logging

Set the logging level to Fine (most detailed) and select the following log categories:

Field
Workflow
Qualifications and Expressions
Servlet
Internal
ARServer (API/FILTER/DATABASE)
Data Visualization Module (DVM)

For more information about configuring the log settings, see Configuring the Log Settings page by using Mid Tier Configuration Tool Open link .

The system generates several log files with the name armidtierX.log, where X is 0, 1, 2, and so on. A new file is started when the previous log file reaches the Maximum Log File Size (KB) value that you specify. Use the file creation date to gather all related log files.

To enable server logging

Server-side logging includes API logging, filter logging, and SQL logging. Thread logging, plug-in logging, and escalation logging might also be required to troubleshoot a particular problem.

Enable server logging as explained in Setting log files options Open link . For each log that you enable:

Specify the type of log as File.
Make sure that you have permissions to the directory you specify and that the location has adequate free space.

For the Plug-in Log, set the Log Level to ALL (most detailed).

Important

To enable plug-in logging for server plug-ins, approval chains, CAI, and so on, additional configuration is needed.
For server group environments, you must capture logs from all servers in the group.

Tips

Specify the same directory and file name for all server logs that you enable. When you click View to view any log, the file contains all of the logs.
Make sure the problem is captured in the logs before collecting data.
Some plug-ins perform additional processing after the user submits or modifies a record, so the server might still be processing after the service request or fulfillment request is updated on the server. Before turning off logging, make sure that server activity is complete.

To enable Java plug-in logging (ITSM Util and CAI plug-ins)

In a text editor, open the <Server Installation Directory>\ARSystem\pluginsvr\log4j_pluginsvr.xml file.
Locate the ITSMUtil.jar plug-in and the CAIPlugin.jar plug-in.

If the plug-in is not listed, add it to the file. For example, copy and paste an existing plug-in, and edit the plug-in name.

Modify the following lines in the ITSMUtil.jar plug-in:

<logger additivity="false" name="com.bmc.itsm.util">
    <level value="warn"/>
  </logger>

to

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

Modify the following lines in the CAIPlugin.jar plug-in:

<logger additivity="false" name="com.bmc.itsm.cai.filterapi.cai">
    <level value="warn"/>
  </logger>

to

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

Save the log4j_pluginsvr.xml file.
Restart the AR System server.

For more information, see Troubleshooting ITSM Util plug-in issues Open link and Troubleshooting CAI plug-in issues .

To enable Approval Server logging

Enable Approval Server logging as explained in Configuring settings for Approval Server logging and loopback calls Open link .

Select Approval Debug Mode and set the Approval Debug Type to All (most detailed).