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

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    BMC Remedy AR System Email Engine v9.x



    PROBLEM:

    I'm trying to troubleshoot a problem with Email Engine and not sure how to enable logging.
    I used to see errors in the AR System Email Error Logs form and now it is empty.
    Also, I tried editing the logging.properties file and that does not help


    CAUSE:

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


    SOLUTION:

    Note: The below steps are for AR System v9.x - To gather the Email Engine logs (and DEBUG options) for v8.x please check this article here below:
    Remedy - Email Engine - How to enable DEBUG Email Engine Logs in v8.x

    In AR System v9.x perform the following steps:

    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
    One 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 not leave this setting on unless troubleshooting a problem.
    And it is recommended that you use the SEVERE setting unless a verbose setting is temporarily 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:
    Check:
    https://docs.bmc.com/docs/display/public/ars91/BMC+Remedy+Email+Engine+logs
    or
    https://docs.bmc.com/docs/display/public/ars91/Configuration+settings+C-D




    4- Setting the Email Engine in Debug mode:
    > Debugging the BMC Remedy Email Engine on Windows - https://docs.bmc.com/docs/display/public/ars91/Debugging+the+BMC+Remedy+Email+Engine+on+Windows
    > Debugging the BMC Remedy Email Engine on UNIX - https://docs.bmc.com/docs/display/public/ars91/Debugging+the+BMC+Remedy+Email+Engine+on+UNIX


      

     


    Article Number:

    000101104


    Article Type:

    Solutions to a Product Problem



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