Gathering information for support

In case you need to contact AR System support to troubleshoot issues with the product, it will help to have the following diagnostic information.

General information

Have the following general information available for all the components:

In addition,

Export configurations for the required component from the CCS form. Refer the knowledge article Remedy - Server - How can I export all my Centralized Configuration data into a single document? .
Use the the information given in the Collecting diagnostics in a zip file topic to zip the configs and logs.

AR System server information	Log files stored in the	Configuration files
Number of servers in server group Data exported from the rankings table	arerror.log arapi.log arsql.log armonitor.log arexception.log ardebug.log The log files are stored in the <Install Directory>\BMC Software\ARSystem\Arserver\Db folder.	The ar.cfg file, stored in the ARSystemInstallDir\conf\ folder. (The ar.conf file, stored in the ARSystemInstallDir/conf folder) The armonitor.cfg file, stored in the ARSystemInstallDir\conf\ folder. (The armonitor.conf file, stored in the /etc/arsystem/ARServerID/armonitor.conf folder.)

Note

Some other log files may be required depending upon the issue reported.

Mid Tier server
Mid Tier version Web server vendor and version JSP engine vendor and version Java version Mid Tier log files JVM memory settings Proxy server information Load balancer information/configuration Is the Mid Tier on the same machine as the AR System server(s)? Browsers used to reproduce the problem (including version and operating system)
Have the config.properties file available if Support needs it to analyze your issues.

If you have an issue with the

, prepare information for the AR System server as well.

Email details
- Details of Email Engine logs located at install directory/aremail/logs/email.log.
Configuration details
- Incoming mailboxes
- Outgoing mailboxes
- Export data from AR system email mailbox configuration form.
- Mail server details for example, exchange server and its version.
- Export data from AR System Service Failover Ranking.

Have the following files available if support needs them to analyze your issues:

Have the following information available for the Assignment Engine:

Information of the server used for installing the Assignment Engine.
Assignment log files can help you identify functionality issues that might be encountered because the rules are not set up correctly or the processes are not configured correctly.
For more information on enabling Assignment Engine logs, see Configuring-the-Assignment-Engine-server-settings.

Have the following information available for the Approval Server:

Have the following Approval Server files available if support needs them to analyze your issues:

Log file for Approval Server debug logging (To turn on this log, go to the AP:Administrator form, and click the Server Settings link, and select Approval Debug Mode check box.)
Dispatcher log files if the requests are not been processed (To turn on dispatcher logging, add the Dispatch-Log-File parameter to the [ar.cfg (ar.conf)] file with the file name that you want to use.)

Have the following information available for the Data Import Tool: