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.

In order to capture the client side logging in Remedy please follow the below steps:

 1. On the BMC Remedy IT Service Management Home page.
 2. Select Applications > AR System Administration > AR System Administration Console 
 3. Expand the main menu User Preferences and select My User Preferences.
 4. Select the logging tab.
 5. Under the Client section enable Active Links to Yes.
 6. Under the Server section enable API, Filter and Database to Yes.
 7. Press Save.
 8. A warning will be displayed: "You have modified your preference using AR System User Preference form. You will need to log in again for these changes to take effect."
 9. Log out and log back in.
10. Logging is taking place in a separate window.
11. Reproduce the problem.
12. Copy the information out of the window into a document to send to support.
13. Set all logging to No, log out and back in to verify the logging process has ended.

NOTE: Non-admin users cannot access AR System Administration Console page, however they can still enable logging for their own profile.

You can directly access the form from url with below format.

https://customername.onbmc.com/arsys/forms/onbmc-s/AR+System+User+Preference

The url is specific to Helix SaaS customer and it can vary for on-premise solution.