Gathering information for support

If you want 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:

  • Hardware details
  • Operating system vendor and version
  • AR System server version
  • Server locale
  • Available memory for the system
  • Database vendor and version

In addition,

Collecting AR System server information

AR System server information

Log files


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, is stored in the ARSystemInstallDir\conf\ folder.
  • The ar.conf file, is stored in the ARSystemInstallDir/conf folder.
  • The armonitor.cfg file, is stored in the ARSystemInstallDir\conf\ folder.
  • The armonitor.conf file, is stored in the /etc/arsystem/ARServerID/armonitor.conf folder.

Important

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

Collecting Mid Tier information

AR System 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.

Collecting Email Engine information

If you have an issue with the Email Engine, prepare information for the AR System server as well.

  • Email details
    • Details of Email Engine logs located at /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.

Additionally, for support to analyze your issues, have the following files available:

  • Log files
  • Registry export (found in: HKEY_LOCAL_MACHINE\SOFTWARE\Remedy)
  • emaildaemon.properties

Collecting Assignment Engine information

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.

Collecting Approval Server information

Have the following information available for the Approval Server:

  • Information of the server used for installing the Approval Server.
  • Approval Server version displayed in Share:Application properties.
  • Ranking, if used, in a server group.
  • Is the Approval Server on same machine as the AR System server?

Additionally, for support to analyze your issues, have the following Approval Server files available:

  • 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.

Collecting Data Import Tool information

Have the following information available for the Data Import Tool:

  • Information of the server used for installing the Data Import Tool
  • Java version
  • Import log files
  • Information about the AR System server used with the Data Import Tool
  • JVM memory settings

Collecting BMC Helix CMDB information

Servers used for BMC Helix CMDB data import and reconciliation:

  • AR System version
  • Mid Tier version
  • Java version
  • AR System multi-server license
  • AR System Next Request ID Block Size
  • Number of configuration items planned
  • Additional virtual memory available
  • Additional database tablespace available

 

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