Troubleshooting Report

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:

• Create a shared queue.

Instructions:

1. In your sharing ServiceNow instance, go to Perspectium > Control and Configuration > Troubleshooting.
   
   
2. Click Troubleshooting Report.
   
   
3. Under the 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) Enable the Set queue for weekly troubleshooting report option 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. (Optional) Enable the Export troubleshooting report to a zip file option to download a zip file containing the troubleshooting report.
   
   
6. Click Run.
   
   
7. (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.

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Test Connection

Test Connection retrieves ServiceNow stats.do and statsx.do pages and post to the configured Perspectium Integration mesh. This module will also test the connection of all active shared and subscribed queues and display the current number of messages in each queue. The status of the test will be displayed on the browser frame.

To start testing your ServiceNow instance connection, go to Perspectium > Control and Configuration > Troubleshooting. Then, click Test Connection.

To test the connection again in the same page, click Re-Test or simply refresh the page. 

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Table Monitoring

Table Monitoring allows you to set up email notifications when subscribing/publishing throughput is slower than usual and tables get backed up.

Prerequisites:

 You must enable email sending on ServiceNow. Go to System properties > Email Properties. Under Email sending enabled, check Yes. This allows ServiceNow to send out emails when the Table Monitoring scheduled job runs.

Instructions:

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

3. Select the tables that you want to monitor from the Available list and use the right arrow button to add them to the Selected list.

   NOTE: Due to performance impact, you can only select up to 50 tables.  

   
   
   

4. When you've selected all desired tables, click Update Table Menu. You'll see the newly selected tables appear in the Table Monitoring Menu chart.
   
   

5. In the Table Monitoring Menu chart, fill in the query and threshold for your table monitoring. By default, Table Monitoring will look for records in the ready state. 
   
   

   Field	Description
   Name	Represents the name of the tables that will be monitored.
   Threshold	Amount of records that meets the query. This can accept numbers greater or equal to one.   NOTE: If the threshold amount is reached, a notification is sent by email each time the scheduled job runs.
   Query	String that represents a filter for a list of records. This can handle any encoded query.

6. Enter the recipient(s) email address in the Recipient(s) field. This is who will receive the email notifications. Enter multiple emails by adding a comma between.
   
   

7. Click Save.
   
   

8. If Table Monitoring is disabled, activate it by clicking Activate Table Monitoring. You can disable it again by clicking Deactivate Table Monitoring.

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Error Notifications

You can specify users in your ServiceNow instance who will receive email notifications about errors and other events within the DataSync application.

To do so, go to Perspectium > Control and Configuration > Troubleshooting > Error Notification.

These notifications are created as ServiceNow email notifications in order to send emails natively through the instance. Some notifications use notification email scripts for the email's subject and body content. See email notifications and notification email scripts for more information.

Since these notifications use built-in ServiceNow functionality, you can view and change the notifications and their content from the default behavior. This is recommended for advanced users only, as changes may cause the notifications to malfunction.

To set up error notifications:

1. Go to System Mailboxes > Administration > Email Properties.
   
   
2. In the Outbound Email Configuration section, check the Yes | No box under Email sending enabled (this will allow emails to be sent from your ServiceNow instance.
   
   
3. Go to Perspectium > Control and Configuration > Troubleshooting > Error Notification.
   
   
4. Find and click the name of the notification you want to subscribe to.
   
   
5. Select the Who will receive tab.
   
   
6. Click the lock icon to unlock users and then use the available icons to add yourself (or currently logged in user) and/or search for other users. The user(s) that you specify to receive email notifications for must have an email entered in the Email field of their User Profile (Username > Profile)
   
   
7. Click Submit or Update.

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Perspectium Logs

In the Logs module, you can view details on what logging was done within the past 24 hours to help you troubleshoot and debug issues with the application.

To access Logs, go to Perspectium > Control and Configuration > Troubleshooting. Then, click Logs. 

Enable Debug Logging

A feature available in the Logs module is to enable debug logging. This can be applied to both dynamic shares and bulk shares to start generating logs for a particular share configuration. You may want to use this if you are running high volume in production and you don't want to enable debug logging within the whole Perspectium application on your instance.

You can view the logs for your dynamic shares and bulk shares at Perspectium > Control and Configuration > Troubleshooting > Logs. 

Checking the Enable debug logging option for a dynamic share or bulk share will take precedence over the global debug logging property set under Perspectium > Properties > Control and Configuration.

Prerequisites:

• Create a dynamic or bulk share

Instructions:

1. In your sharing ServiceNow instance, go to Perspectium > DataSync > Shares > Dynamic Share > View Dynamic Share OR Perspectium > DataSync > Shares > Bulk Share > View Bulk Share.
   
   
2. Click the name of the dynamic share or bulk share that you want to enable debug logging for.
   
   
3. In the Miscellaneous tab, check the Advanced box.
   
   
4. Go to the Advanced tab.
   
   
5. Check the Enable debug logging box. This will start generating debug logs for your share in Perspectium > Control and Configuration > Troubleshooting > Logs.
   
   
6. Click Update.

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