Remedy Email Engine - How to enable Email Engine Logs in 9.x and above versions (including DEBUG mode) - INCLUDES VIDEO

Manage Support IDs

Use checkboxes to 'Remove support IDs/Users' or 'Allow to create Cases'
Support IDs for BMC Customer Support Site Guest User
Profiles Which Include    Back to All Support IDs
 

Knowledge Article

Remedy Email Engine - How to enable Email Engine Logs in 9.x and above versions (including DEBUG mode) - INCLUDES VIDEO
Remedy Email Engine - How to enable Email Engine Logs in 9.x and above versions (including DEBUG mode) - INCLUDES VIDEO
Remedy AR System Server
AR System
BMC Remedy AR System Email Engine v9.x and above
How to troubleshoot a problem with the Email Engine via debug logs?
With 9.x comes Centralized Configuration. You must use the new Centralized Configuration UI to enable eMail Engine logging
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.



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 FINEST, 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:
 
 

 
Remedy AR System Server
AR System
BMC Remedy AR System Email Engine v9.x and above
Remedy AR System Server
AR System
BMC Remedy AR System Email Engine v9.x and above
Attachment(s):