Troubleshooting File System Sync plug-in issues

Use the File System Sync plug-in to synchronize files that are modified or added since the last sync, and update these changes in the RKM:KnowledgeArticleManager form. An AR System escalation calls this plug-in and passes the latest sync time.

Related topics

File-System-Sync-plug-in-configuration

Enabling-plug-ins

To troubleshoot File System Sync plug-in issues

  1. Verify the File System Sync plug-in configuration.
    For more information, see File-System-Sync-plug-in-configuration.
    For more information about the AR System Administration: Plugin Server Configuration form and AR System Administration: AR System Configuration Generic UI form, see Configuring Java plug-in servers and Updating-configuration-settings-by-using-the-AR-System-Configuration-Generic-UI-form.
  2. Troubleshoot common plug-in-related issues.
    For more information, see the General-approach-for-troubleshooting-plug-in-issues.
  3. To further investigate the issue, enable the following logs:
    • Server-side logs. For more information, see Enabling-server-side-AR-System-logs.
    • Plug-in specific logs. For more information, see Enabling logging for the File System Sync plug-in.

Enabling logging for the File System Sync plug-in

To troubleshoot plug-in-related issues, you must enable plug-in logging by changing the plug-in log level in the System Configuration form or Plugin Server Configuration form.

To enable logs by using the Plugin Server Configuration form

  1. In a browser, open the AR System Administration Console, and select System > General > Plugin Server Configuration.
  2. On the Plugin Server Configuration form, from the Plugin Server Instance list, select the instance for which you want to enable logs.
  3. Go to the Plugin Server Configuration tab.
  4. In the Logging Configurations area, from the Log Level list, select DEBUG.
  5. Click Apply. 
    The arjavaplugin.log file generates the debug logs for the File System Sync plug-in.

To enable logs by using the System Configuration form

  1. Open the Knowledge Management System Configuration form.
  2. From the Plugin Log Level list, select DEBUG.
  3. Select the File System Sync (RMDY.ITSM.RKM.FS.KAM.SYNC) check box.
  4. Click Search, and then click Save.
    The arjavaplugin.log file generates the debug logs for the File System Sync plug-in without restarting AR System server.

 

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