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.
1- Setting the Java logging level
The logging.properties file is used for debugging the BMC Remedy Email Engine and it is usually found in the Java lib directory.
For a list of available options for the logging.properties file can be found in the following documentation:
> Debugging options for the BMC Remedy Email Engine - https://docs.bmc.com/docs/display/public/ars81/Debugging+options+for+the+BMC+Remedy+Email+Engine
Example:
java.util.loggging.ConsoleHandler.level=FINEST
com.bmc.arsys.emaildaemon.level =FINEST
For problem storing incoming email to the messages form set:
com.bmc.arsys.emaildaemon.ReceiverModule.level=FINEST
For problem parsing/storing incoming email instruction set
com.bmc.arsys.emaildaemon.Execution.level=FINEST
For problem with outgoing email:
com.bmc.arsys.emaildaemon.CreatorModule.level=FINEST
com.bmc.arsys.emaildaemon.SenderModule.level=FINEST
For configuration issues:
com.bmc.arsys.emaildaemon.ConfigurationModule=FINEST
com.bmc.arsys.emaildaemon.UserGroupInformation.level=FINEST
2- Setting the Email Engine in DEBUG mode
To set the BMC Remedy Email Engine in DEBUG mode check the below documentation depending the Operating System being used.
> Debugging the BMC Remedy Email Engine on Windows - https://docs.bmc.com/docs/display/public/ars81/Debugging+the+BMC+Remedy+Email+Engine+on+Windows
> Debugging the BMC Remedy Email Engine on UNIX - https://docs.bmc.com/docs/display/public/ars81/Debugging+the+BMC+Remedy+Email+Engine+on+UNIX
3- Additional logging
In certain scenarios it may be necessary to have also a combined API-SQL-Filter log from the AR server side. If this is provided, the better.
Related information:
> BMC Remedy Email Engine logs - https://docs.bmc.com/docs/display/public/ars81/BMC+Remedy+Email+Engine+logs
