Page History
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.
UI Steps | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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).
|
Anchor Known Issues Known Issues
Known Issues | |
Known Issues |
This is a list of Known Issues or ServiceNow configurations that will prevent Perspectium from capturing an insert/update/delete on your ServiceNow Instance:
PSP Outbound message created with an empty value.
FIX: Fluorine Plus Patch 1.1 and up
NOTE: This is not a complete fix. It is a workaround that skips encrypting the problematic field so our code can proceed to populate the ‘value’ field of the psp_out_message record. Investigation is ongoing).
ServiceNow behavioral flags that may prevent a Dynamic or Bulk Shares from capturing messages:
current.setWorkflow(false)
Impacts ‘Perspectium Replicate’ Business Rules from a Dynamic Shares. This will prevent any other business rule from running on the current record.
current.autoSysFields(false)
Impacts Scheduled Sync Ups or Scheduled Bulk Shares. This will prevent the fields 'updated' and 'updated by' to change when the record itself is updated.
FIX: In regards to the .setWorkflow(false) Behavioral Flag, Perspectium’s GOLD Release has the option to create a Flow Designer Dynamic Share to get around this issue.
NOTE: Deletes can only be captured by a Business Rule.
Inserts/Update/Deletes may not be captured on PPM Tables such as the following:
- task > planned_task
- task > planned_task > pm_project
- task > planned_task > pm_project_task
FIX: Likely due to a ServiceNow setting which prevents any Business Rules from executing: KB0793430: Why is my Project Task not listed in the Deleted Records?
Query Business Rule manipulating the query issued by a Bulk Share or Scheduled Sync Up so it’s not sharing all expected data.
WORKAROUND: Configure the Query Business Rule such that it doesn’t run when executed by the Bulk Share:
UI Steps | ||||||
---|---|---|---|---|---|---|
|
Share updates since then option in a Bulk Share is not honoring the Last Share Time.
FIX: Fluorine Plus Patch 1.1 and up