Troubleshooting issues when sending notification to an external application by using AR System webhook

When  runs the webhook, the server stores the records in the AR System Webhook Pending form. The following screenshot shows the AR System Webhook Pending form:

The pending records are not processed if the external application is not reachable. 

• The Webhook-Callback-Retry-Interval parameter in the Centralized Configuration enables you to set the interval for processing the pending records. The default value is 5 minutes.
• The Webhook-Callback-Max-Retries parameter in the Centralized Configuration enables you to set the maximum number of attempts to retry the processing of pending records. The default value is 288 times.

On the AR System Webhook pending form, check the Error Details field. 

• When the external application is not available, the Error Details field shows the following information:
  • java.net.ConnectException
  • javax.ws.rs.ServiceUnavailableException
  • HTTP 503 Service Unavailable
• When the HTTP connection timeout occurs, the Error Details field shows the following exception:
  java.net.SocketTimeoutException
  You can set the connection timeout by using the Outbound-Http-Client-Read-Timeout parameter in the Centralized Configuration. The default value is 60 seconds.
• When any other error occurs,  moves the records from the AR System Webhook Pending form to the AR System Webhook Pending Error form. The following screenshot shows the AR System Webhook Pending Error form:
  
  You can search the record and check the exact error in the Error Details field.

The log displays details such as Transaction ID and other system activities. You can enable additional logging by performing the following steps:

1. Edit the logback_server.xml file by using ConfigMaps. For more information, see the topic Using ConfigMaps to access the configuration files.

2. In the logback_server.xml file, change the log level to DEBUG. 
   Refer to the following example:

   </logger>  
   <logger
   name="com.bmc.arsys.server.domain.ebo.webhook.impl.WebhookPendingServiceImpl"
   level="debug" additivity="false">     
   <appender-ref ref="WebhookLog"></appender-ref>  
   </logger>  
   <logger
   name="com.bmc.arsys.server.thread.webhook.WebhookCallbackThreadLocalStorage"
   level="debug" additivity="false">     
   <appender-ref ref="WebhookLog"></appender-ref>  
   </logger> 

3. In a browser, open the AR System Administration Console, and click System > General > Server Information.
   The AR System Administration: Server Information form appears.
4. Click the Log Files tab.
5. Select the Reload Log Conf File check box.
6. 
7. Click Apply; OK.

The log level is updated.

 stores the AR System webhook logs in the arwbhk.log file located in the <Install Directory>\BMC Software\ARSystem\Arserver\Db folder.

Collect and send logs and detailed information when creating a case with BMC Support:

1. Provide the following information as part of your case:
   • Name of the user who performed the search
   • The search criteria used
   • Time when the problem occurred
   • Any error messages received
     
     
2. Perform the following steps:
   1. Run the Log Zipper utility on each affected indexer server and select Zip Logs.
   2. If you provide the Log Zipper file from multiple servers, rename the file to include the server name.

3. Attach the zip file to your case. You can attach the zip file upto 2 GB. You can also upload the files on FTP.
   For more information, see Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case.