From the Maintenance view, you can access the log tree, view log connections, and download logs.

Efecte’s Service Management Tool creates a wide selection of logs for different purposes. The destination of the log files, the maximum size, and the log rotation can be defined according to the customer requirements.

The following logs are created by default:

• Security log: Records all security relevant activities such as login and log-out events of users, approvals of workflow issues, and so on
• Configuration log: Records changes to the solution configuration on the administration interface
• Integration log: Logs events related to Web API for importing and exporting of data
• Application error log: Records errors and warning related to the application server
• Data card access log (optional, separately licensable capability): Records all views of issue both in list as well in detail view for the templates it is configured to do so.
• M42 Intelligence log: Logs what AI features are used. This includes Writing assistance and Action triggers. Default log level is INFO. Following information is available: 
  • Feature information.
  • Unique identifier for the user to track unique / returning users.
  • Time stamp.
  • Name of the template.
  • Number of tokens in the request.

Download Logs

To access log files from the ESM GUI with Download logs, a platform setting log.files must first be defined, telling ESM which log files should be downloaded. Platform settings can be edited via Maintenance > Edit settings. Add the locations of the desired log files or folders as the values of the setting. If the value is a folder, all files in it are downloaded.

Log Tree

With the Log tree you can monitor logs in real time. The logs are displayed in a hierarchical tree. Clicking on the log at the root of the tree monitors all the logs, with their current logging level. You can also search for a specific component and increase its logging level. This is usually necessary when you are searching for the cause of a problem.

Log Connections

With Log connections, you can view a list of open connections in the log tree.

Log Property Modification in UI

You can modify log properties in the view that opens when you click on a log in the log tree.

You can see the name of the selected log in the view. With the up and down arrows in the Level field you can change the logging level for the logs saved in the log file under \Efecte\log. The level is displayed after the arrows.

If you want to send a message to check that logging works at the selected level, click the Send test message button.

To change the real-time logging level shown in the view, select an appropriate level from the drop down menu’s options. The available levels (from least verbose to most verbose) are:

• Fatal
• Error
• Warn
• Info
• Debug
• Trace

To delete the logs from only the view, click the Clear button. The log file itself is not cleared.

To stop updating the real-time logs in the view, click the Disconnect button.

To close the view, click the Close button.

Log Property Modification

Administrators can define their own logging policy in a file called custom-log.properties which is located in on-premise deployment at installationDIR/Webapp/WEB-INF/. The rolling policy defined there will overwrite the default policy.  For example, if ESM is installed on-premise in directory /opt/efecte_le and the Webapp ID is efecte, then the policy should be in file /opt/efecte_le/efecte/WEB-INF/custom-log.properties.

Alternatively, in cloud deployments: /var/lib/efecteone/tenant_files/xxx/itsm/files/itsm/WEB-INF/custom-log.properties

Restarting of tomcat is needed to update the changes in custom-log.properties.

If customer does not define their own custom-log.properties file as described above, ESM will use own default resource file custom-log.properties.  Two different rolling policies can be defined in the custom-log.properties according to a time interval or memory size limit:  TimeBaseRollingPolicy and SizedBasedTriggeredTriggeringPolicy

Log Setting Modification in Platform Settings

Log settings have their own section in platform settings. ESM is installed by default with the ConsoleAppender mode. Other logging mechanisms can be applied by making appropriate changes (e.g., log file location) to the setting values. For comprehensive instructions on how to configure log4j settings, please refer to the log4j online documentation at http://logging.apache.org/log4j/1.2/manual.html.

Session Log example
If you want to monitor, e.g., ESM users’ sessions, you can use SessionLogger and configure it with the following instructions:

1. Go to Maintenance > System settings > Edit Platform settings.
2. Find and enable these 5 settings (with default values) by clicking the checkbox in front of the setting:
   1. log4j.logger.com.bitmount.boas.log.SessionLogger
   2. log4j.appender.session
   3. log4j.appender.session.layout
   4. log4j.appender.session.layout.ConversionPattern (this default value should be changed in also Platform settings not to create one massive file but a yearly or a quarterly file).
   5. log4j.appender.session.File
3. Restart ESM / Efecte Tomcat service.
4. Check that session.log can be downloaded from Maintenance > Logs > Download logs
5. Download and open the session.log file in Notepad to view the usernames, login and logout times, total session times and the location of the user cards in ESM's permission tree:
   1. LOGIN aB6UArhznRMgTtXrxV TestUser
   2. LOGOUT aB6UArhznRMgTtXrxV TestUser 15.06.2006 13:51 15.06.2006 13:51 0 min Main Users
   3. LOGIN aB6UArhznRMgTtXrxV root
   4. LOGOUT aB6UArhznRMgTtXrxV root 15.06.2006 14:01 15.06.2006 14:05 3 min
   5. LOGIN aB6UArhznRMgTtXrxV aradams
   6. LOGIN ak8-km3bhTZhgYSxxV gesmith
   7. LOGOUT aB6UArhznRMgTtXrxV aradams 15.06.2006 14:05 15.06.2006 14:06 1 min Basic Users
   8. LOGOUT ak8-km3bhTZhgYSxxV gesmith 15.06.2006 14:06 15.06.2006 14:10 4 min Basic Users
6. If you want to see also the license type of the users, and Floating licenses can be limited to one group of users, you can move all Floating write licenses and their users into a new subfolder called "Floating users" in Licenses & Permissions trees. You can also rename the default "Users" folder to "Dedicated users" and move all dedicated licenses there.