Viewing with log files
The Log configuration utility is installed in the <Track-It! install location>\Tools folder. When you run the utility, you must select the default options for the Information level of logging for components. For more information, see Troubleshooting issues by using the LogConfig utility.
You can set the log level to any of the following option:
Depending on the component usage, the Trace option generates the maximum data. The individual files per component are created under the <Track-It! install location>\Logs folder. The size of files that are generated per component on daily basis does not exceed 10MB.
The following table lists the details about each component:
|Component||Log file name||Log file details||When to check the log file|
This component is the heart of the application and contains all the necessary information about the basic configuration details. You can activate only one instance of this component for Technician and Self Service. After first login on each portal, after a server restart, IISRESET, this component is loaded and is stays in memory until the application is live.
Generally, this component does not give any errors, unless there is a database connectivity issue, database is corrupt (manual updates of the internal Track-It! database tables) or any other dependent component is failing.
|If you observe a failure mentioning |
|FeatureInfo||MGCFetureInfo_<date stamp>.log||This component contains the key mapping of the licensed features. If this fails, or has issues, the product cannot function because there would be no detail about the license entitlements|
If you observe any license related issues, enable the information/debug level of Tracing. If you still cannot troubleshoot the issue, enable the trace level and examine the logs.
|User Track||MGCUserTrack_<date stamp>.log|
This component keeps track of the technician logins. Based on the license type of the technician, the login attempts are handled. This component also keeps the check on session activeness and ends the inactive user sessions.
If you observe issues while logging in or prompted repeatedly to override the already logged in session, enable information/debug level of Tracing. If you still cannot troubleshoot the issue, enable the trace level and examine the logs.
|Views||MGCQuickViews_<date stamp>.log||This component maintains all the workspace views. All the views that are available out-of-the-box and customer created would be handled by this component. This component also provides the count for rendering the Dashboard views.||If you observe issues while loading Dashboard views or any of the workspace views, enable information/debug level of Tracing. If you still cannot troubleshoot the issue, enable the trace level and examine the logs.|
|Form Generator||NAMHTMLProvider_<date stamp>.log|
This component is used to render the module forms. (Ticket/Assignment/Solution) to the disk as HTML files. You can access these files while working on the respective records.
If you observes issues or cannot access any forms of the module or the configuration section (Technician/Requestors), enable the information/debug level of Tracing. If you still cannot troubleshoot the issue, enable the trace level and examine the logs.
|Server/Service Control||NAMServerControl/ NAMServiceControl_<date stamp>.log||If there is a change in the configuration section, these components are used to communicate to the connected application servers. These components issue a HTTP request internally, and generally known to work seamlessly.||There will be no visual indicators of whether these HTTP call(s) failed. In addition to the log files, errors are logged in the Windows Event viewer with the source as the component name.|
|Business Rules||NAMMbl_<date stamp>.log|
As the name indicates, this component is responsible to process all the business rules defined in the application. This is controlled by the “TrackIt Job Processor - TrackItBR” Windows Service. When this service is stopped, no jobs would be processed. Please note that this service is known to be CPU intensive in case of systems which have a large number of BRs defined and an active servicedesk.
By default, the Informational level of logging for this component is enabled. This log contains all the data that is processed during a business rule event. When a job fails (other than notifications), this log file contains the information about the failure.
|Notification||NAMLogicNotification_<date stamp>.log||This component is used to listen to the mailbox configured in the Incoming email section. This is controlled by the TrackIt Mail Processor - TrackItBR Windows Service. When this service is stopped, no emails are processed. This component works in conjunction with the business rules to accomplish the tasks related to emails.||By default, the Informational level of logging for this component is enabled. This log contains all the data that is processed during the notification event. When notifications fail, this log file contains the information about the failure.|
This component is fetches emails from the incoming mailbox configured with the POP3 access
If no emails are processed from the configured mailbox (POP3), you do not need to enable the trace for this component. Another recommendation is to have the Enable Email Event Logging on the Track-It! Server setting is enabled in the Email Monitor Settings section of the configuration.
This component is sends out emails from within the application.
If no emails are received from Track-It! application (even from the Notification through BRs), enable Debug and Trace logs to examine the cause of the failure.
This component is used for the ticket records. All ticket record related updates, such as Technician portal, business rules, Self Service, are processed from this component.
If there is a discrepancy of the data for ticket save or update, enable logs for this component. The following components that work in conjunction with the Ticket component:
This component is used for the assignment records. All assignment record related updates such as Technician portal, business rules, Self Service, are processed by this component.
If there is a discrepancy of the data for assignment save or update, enable logs for this component. The following components that work in conjunction with the Ticket component:
This component is used for the attachment records linked to various other records.
|If there is an issue with adding or fetching an attachment record from various modules, enable logs for this component.|
|Due Data Calculation||NAMCalcDueDate_<date stamp>.log|
This component is used to calculate the due date for a ticket or assignment based on various factors, such as Priority, Work Schedule, Time Zone difference, Assigned to Technicians’ availability, and so on.
If the due date is not properly calculated, enable logs for this component.
|Start/Stop Clock||StopTheClock_<date stamp>.log||This component is used to pause or restart the time for the ticket or assignment records. This feature is particularly useful when the resolution is dependent on external factors and we do not know when an SLA is breached.||If the clock is not pushed after you restart the clock, the due date or the change of status is not activated, the start/stop clock (based on the status record) is not activated, enable logs for this component.|
|Service Management||ServiceManagement_<date stamp>.log||This component is used for the background processing of tasks, such as Asset Synchronization, Scheduled Reports, and so on. This is similar to the monitor infrastructure that we have in Track-It! version 11.4. To ensure that this component works, the Track-It! application must be active in the IIS process.|
If there are issues related to asset sync, scheduled report related issues, enable logging for this component.
|ServiceDesk/ SelfService_<date stamp>.log||These components are used for the Technician portal and Self Service.||If there are any unhandled exceptions thrown, enable logs for these components and examine the details for the issue. Sometimes, these issues might result in defects.|