Configuring 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 Setting-configuration-parameters-in-BMC-Helix-ITSM.

To change the log level

To change the log level, set the log.level parameter value in the Setting-configuration-parameters-in-BMC-Helix-ITSM.

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 file	Location	Description
error.log debug.log info.log warn.log	/opt/bmc/openfire/logs	Openfire logs. Check these files to troubleshoot issues with Openfire chat in BMC Helix ITSM.
smartit.n.log	/opt/bmc/Smart_IT/Smart_IT/Logs	Primary Tomcat log file. This file 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/Logs	The current version of log file is smartit.log.
smartit-error.log	/opt/bmc/Smart_IT/Smart_IT/Logs	Tomcat error log file. All the errors are logged to this file.
smartit-perf.log	/opt/bmc/Smart_IT/Smart_IT/Logs	(If you select the log type as Performance) Additional Tomcat log file is created.
smartit-data-access.log	/opt/bmc/Smart_IT/Smart_IT/Logs	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 the Fields and the Qualification that is 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 ] To enable the logger By default, the logger is not enabled. When needed, this logger can be enabled by using the logback.configuration configuration parameter in the Setting-configuration-parameters-in-BMC-Helix-ITSM. 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. Important: For Tomcat server version above 8.0.39, you must 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, check the arjavaplugin.log file, which is the standard AR java plug-in log or generate a log file to check the details. To generate a log file for the BMC Helix Digital Workplace request integration, include the following code in the \ARSystem\pluginsvr\log4j2_pluginsvr.xml file and restart the plugin: