How do I debug Service Resolution? |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Service Resolution debugging document for TrueSight (Formerly BPPM) 1. Enable API/SQL/FILTER debug logs with below steps on AR server. In AR MidTier Console go to, AR System Administration Console -> System -> General -> Server Information Logs Files tab Select 'Filter Log', 'API Log', 'SQL Log' and modify the 'Name:' fields so they all write to the same file.. Click Apply > OK 2. Enable BSR debug on Truesight server with below steps. Modify the file eventIntegrator_log4j.properties in the BMC_TRUESIGHT_HOME\integrations\EventIntegrator directory and change the logging level from INFO to TRACE: log4j.logger.com.bmc.sas.ei=INFO,eventIntegrator log4j.logger.org.apache=INFO,eventIntegrator log4j.logger.com.bmc.bppm.service=INFO,eventIntegrator log4j.logger.httpclient=INFO,eventIntegrator to log4j.logger.com.bmc.sas.ei=TRACE,eventIntegrator log4j.logger.org.apache=TRACE,eventIntegrator log4j.logger.com.bmc.bppm.service=TRACE,eventIntegrator log4j.logger.httpclient=TRACE,eventIntegrator Then restart the Service Desk Integration Gateway service. The logs will be in the pw\integrations\EventIntegrator\logs directory. 3. Now, wait for problem to reproduce and collect below details immediately. From BPPM or TrueSight Infrastructure Server. a) BSR logs from BMC_TRUESIGHT_HOME\integrations\EventIntegrator\logs entire folder b) All inside BMC_TRUESIGHT_HOME\integrations\integrations\ibrsd\conf folder c) Baroc export (all slots) of a two, three TSIM events for which incident were not created, d) Baroc export (all slots) containing the Error events resulting from incident creation failure, if any. Below files from AR Server. a) API/SQL/FILTER combined logs from BMC_AR_SYSTEM_HOME\arserver\Db folder. b) ibrsdarplugin.log and arjavaplugin.log from BMC_AR_SYSTEM_HOME\arserver\Db folder. c) Version details for below from SHARE:Application_Properties form. Property Value: BMC Service Resolution d) AR\ITSM Version\Patch\Build |