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Overview
This guide provides a methodical approach to identifying causes for data to be out of sync. It requires a birds-eye understanding of the DataSync Architecture to see how data flows out of ServiceNow into the Perspectium Mesh where the data sits until the Perspectium DataSync Agent is able to consume the messages to perform the insert/update/delete into the Target Database. Here is a diagram that shows the DataSync workflow:
Listed below are the components where this document details how to troubleshoot each of them:
- ServiceNow (Source)
- Perspectium Mesh
- DataSync Agent
- Database (Target)
Before deep diving from Source to Target, it is best to perform STEP 1 to identify problematic tables where discrepancies have been identified. Prioritizing the tables then allows us to focus on specific shares and possibly time frame of an issue. If possible, it would also be helpful to find sys_id values that either exist in ServiceNow, but not in the Database or found in the Database but not in ServiceNow.
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ServiceNowThe Perspectium DataSync Application in the ServiceNow platform simply creates PSP Outbound Message (psp_out_message) records and publishes them to the Perspectium Mesh (MBS). Majority of discrepancy issues from a ServiceNow perspective are due to:
DataSync AgentThe Perspectium DataSync Agent typically sits within a customer’s firewall/network to ensure control and security of your data. Initial struggles with the installation of the DataSync Agent are often due to communication issues between the Agent and Perspectium Mesh, source ServiceNow Instance or Database. Once the Agent is able to establish connection with each item, it goes through the following workflow to sync data:
Typically, longest delays occur during an interaction with the Database (steps 4 and 6).
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