Troubleshooting ITSM Util plug-in issues

Use the ITSM Util plug-in to set the Knowledge Article field as an input parameter. You can also use this plug-in to create or delete an approval filter when you define a custom approval chain.

Related topics

ITSM-Util-plug-in-configuration

Enabling-plug-ins

To troubleshoot ITSM Util plug-in issues

  1. Verify the ITSM Util plug-in configuration.
    For more information, see ITSM-Util-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:

To enable logs for the ITSM Util plug-in

  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 ITSM Util plug-in.



 

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