Remedy Email Engine - How to enable Email Engine Logs in 9.x (including DEBUG mode)

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    BMC Remedy AR System Email Engine v9.x



    PROBLEM:

    How to troubleshoot a problem with the Email Engine via debug logs?


    CAUSE:

    With 9.x comes Centralized Configuration. You must use the new Centralized Configuration UI to enable eMail Engine logging


    SOLUTION:

    To gather the Email Engine logs for AR 8x, please refer to the link below:
    Remedy - Email Engine - How to enable DEBUG Email Engine Logs in v8.x

    Please perform the following steps for AR 9x:

    1. Open the Centralized Configuration tool from the AR System Administration Console.

      From the Home page, Choose the AR System Administration menu item and choose AR System Administration Console
    Once the console opens, choose General and then Centralized Configuration
      
    2. Select the appropriate Email Engine Component from the Component Name menu.      
      From the menu, you will select com.bmc.arsys.emaildaemon and then your server name on which the eMail Engine is running
    You will see the configuration settings for the eMail Engine on that server
      
    3. By default, com.bmc.arsys.emaildaemon.ARSystemHandler.level  is set to OFF.  
      This setting controls the information that goes into the AR System Email Error Logs form.
      
      You can set it to any of the following values:
      
       
    • OFF (Default)
    •  
    • SEVERE
    •  
    • WARNING
    •  
    • INFO
    •  
    • CONFIG
    •  
    • FINE
    •  
    • FINER
    •  
    • FINEST
       Note:  Since this information is stored as records in a form, and thus as rows in a table in the database, it is recommended that you do not leave this setting on unless troubleshooting a problem.
    It is recommended that you use the SEVERE setting unless a verbose setting is required.


    The com.bmc.arsys.emaildaemon.level controls the level of logging that goes into the email.log file in the <emailEngineInstallDir>/AREmail/Logs directory.

    The stderr.log and stdout.log files are not used.

    The default setting is SEVERE but can be set to any of the following values:
      
       
    • OFF
    •  
    • SEVERE (Default)
    •  
    • WARNING
    •  
    • INFO
    •  
    • CONFIG
    •  
    • FINE
    •  
    • FINER
    •  
    • FINEST
       It is recommended that for troubleshooting, you simply set the com.bmc.arsys.emaildaemon.level setting to SEVERE, reproduce the problem and analyze the email.log file and/or send it to Support for analysis.

    Additional information:

    https://docs.bmc.com/docs/display/public/ars91/BMC+Remedy+Email+Engine+logs
    https://docs.bmc.com/docs/display/public/ars91/Configuration+settings+C-D




    4. Setting the Email Engine in Debug mode:        
      

     


    Article Number:

    000101104


    Article Type:

    Solutions to a Product Problem



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