Troubleshooting Report gathers the common configurations and logs that Perspectium Support requests during troubleshooting. By default, a weekly troubleshooting report will be sent to Perspectium Support upon Finish Install.

To help speed up the troubleshooting process, you can send a Troubleshooting Report at the time of the initial issue. This report can be sent to another ServiceNow instance and Perspectium Support. 

The following messages will be created when a report is initiated:

  • A message containing Perspectium warning logs

  • A message containing Perspectium error logs

  • A message containing an encrypted sample DataSync messages in your outbound and inbound queues

  • A message containing Perspectium configuration for dynamic share. 
  • A message containing Perspectium configuration for bulk share. 
  • A message containing Perspectium configuration for subscribe.
  • A message containing Perspectium configuration for shared and subscribed queues. 
  • A message containing Perspectium configuration for Perspectium's system properties. 

Prerequisites:

Instructions:

  1. In your sharing ServiceNow instance, go to Perspectium > Control and Configuration > Troubleshooting.

  2. Click Troubleshooting Report.

  3. Under the Send Troubleshooting Report section, use the Choose Shared Queue dropdown to select the shared queue that you want to send the report to.

    Make sure that the receiving instance also has the Helium version of the Perspectium application.

    If you don't select a queue, the report will only be sent to Perspectium Support.

  4. (Optional) Check the Send Report Weekly box to set the selected shared queue as the default shared queue for a weekly troubleshooting report. This will send the weekly report to both the selected queue and Perspectium Support.

  5. Click Send.

  6. (Optional) If you wish, you can request another ServiceNow instance for a troubleshooting report. When this request is sent, the receiving instance will send the report back to your instance using your default subscribed queue as the target queue. 

    This is done in the Send Command Message section. Use the Choose Shared Queue dropdown to select the shared queue that you want to request a troubleshooting report to and click Send.