Page History
The Troubleshooting module contains features that can help you solve problems with the Perspectium application.
To access these features, go to Perspectium > Control and Configuration > Troubleshooting in your ServiceNow instance.
To see other troubleshooting methods, see Troubleshooting DataSync for ServiceNow IssuesTroubleshooting and FAQs.
If you still can't find an answer to your issue, contact Perspectium Support.
| title | Troubleshooting Report |
|---|
| style | background: white |
|---|
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:
In your sharing ServiceNow instance, go to Perspectium > Control and Configuration > Troubleshooting.Click Troubleshooting Report.
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.
(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.
Click Send.
(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
Here are the following features available in the Troubleshooting module:
| title | Test Connection |
|---|
| style | background: white |
|---|
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.
| title | Table Monitoring |
|---|
| style | background: white |
|---|
Table Monitoring allows you to set up email notifications when subscribing/publishing throughput is slower than usual and tables get backed up.
Currently, four tables can be monitored: Inbound Messages, Outbound Messages, Outbound Attachments, and Outbound Audits.
Prerequisites:
- Install DataSync for SericeNow.
- Run the Finish Install scripts.
- Set your initial Perspectium and DataSync properties.
Instructions:
In your sharing ServiceNow instance, go to Perspectium > Control and Configuration > Troubleshooting.Click Table Monitoring.
Check the Active box. This enables the tables to be queried every three hours by default.
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.
Click Save.
In the Table Names section, 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.
When you've selected all desired table, click Update Table Menu. You'll see the newly selected tables appear in the Table Menu section.
In the Table Menu section, fill in the query and threshold for your table monitoring. By default, Table Monitoring will look for records in the ready state.
NOTE: If 50 or more such records exist on the table at the time of the query, a notification is sent by email each time the scheduled job runs. If you want to change the number of records to monitor, go to Perspectium > Control and Configuration > All Scheduled Jobs. Then, search for Perspectium Table Monitoring, and change the value in the script from 50 (default) to the desired number of records.
Field
Description
| title | Error Notifications |
|---|
| style | background: white |
|---|
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.
NOTE: 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.
| title | Click to reveal notifications included with the DataSync app |
|---|
The following notifications are included with the DataSync app:
Subject: Perspectium Error: perspectium - psp.out.replicator.queue_name
Body:
The following error has occurred:
Instance: perspectium
Name: psp.out.replicator.queue_name
Value: 2020-10-28 20:08:26: Error getting metrics for queue psp.out.replicator.testqueue on https://<server>.perspectium.net/
Notification when the DataSync Agent or DataSync Meshlet encounters errors processing records. Both applications will send back batches of errors and this notification will create an email that contains a list of records that resulted in errors, including the table the record belongs to, the record sys_id and the Agent/Meshlet's error message.
You can control the error messages sent back by the DataSync Agent to your instance using the <error_batch_size> and <receipt_send_interval> configurations, as error messages are sent back when the batch size or the send interval has been reached, whichever comes first. For example, if the <error_batch_size> is 10 and the <receipt_send_interval> is 5, then an error message will be sent back when there are 10 errors or 5 minutes have passed, whichever occurs first. Meshlets currently will send errors based on the batch they process each time i.e. if a batch of records has 3 errors, those 3 errors will be sent back in one error message.
An example of an email created is as follows:
Subject: Perspectium Agent (psp_test_agent) Errors
Body:
Errors have occurred in the Agent when attempting to process the following records:
Table: incident, Record: 72c645032f431010744b90bcf699b67c
Error: SubscribeException: Invalid sys_id
Table: incident, Record: 72c645032f431010744b90bcf699b67d
Error: SubscribeException: Invalid sys_id
For more information on the email content, see the psp_error_scriptnotification email script.Notification when the DataSync app has connection issues with the Perspectium Integration Mesh. That is, when the application attempts to connect to the Mesh to post messages being shared and if applicable, when it tries to fetch messages being subscribed.. See below for configuration options (batching and interval) related to this notification.
An example of an email created for this notification is as follows:
Subject: Perspectium Connection Error
Body:
Errors connecting to the Perspectium Integration Mesh:
PerspectiumReplicator.fetchFromQueue:Error fetching from queue psp.out.servicenow.instance_name on https://<instance_name>.perspectium.net/: Connection refused.
See Perspectium Logs on instance dev00000 for more information.
Notification when Table Compare executes and there are discrepancies between the instance and the database the Agent is saving records into. Each time a Table Compare is executed and there are discrepancies found, this notification will create an email that details the discrepancies. An example of an email created is as follows:
Subject: Perspectium Table Compare Discrepancies
Body:
Discrepancies found in the DataSync Agent database:
Table Compare e84d1fd6db80641024df4870399619aa found discrepancies. There were 1 missing records and 0 additional records. Missing records will be reshared and additional records will be removed.For more information on the email content, see the psp_table_compare_script notification email script.
Notification when a situation has occurred multiple times. The default value of 6 is specified in the Conditions field of the When to send tab of the notification:
The following templates are included:
| Name | Description |
|---|---|
| Perspectium Old Message Alert | Situation when there is a message in a ready state in the outbound table that is "old" (created greater than 10 minutes ago by default) and has not been sent. This is generally due to the scheduled job not sending messages to the Integration Mesh because the job is not running properly or has issues connecting. |
| Perspectium Queue Monitoring Alert | Situation when running queue monitoring. This includes alerts you set up as well as errors getting queue information from the Integration Mesh. |
These templates are situations that will occur multiple time and cause a notification. For example, once there are 6 Perspectium Old Message Alert situations that occur, the notification will then be sent if you subscribe to this notification. An example of an email created for this notification is as follows:
Subject: Perspectium Situation Triggered: Perspectium Old Message Alert
Body:
Situation: messages that have been sitting in a outbound for more than the specified time
To subscribe to a Perspectium notification:
Go to System Mailboxes > Administration > Email Properties.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.
Go to Perspectium > Control and Configuration > Troubleshooting > Error Notification.
Find and click the name of the notification you want to subscribe to.
Select the Who will receive tab.
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
NOTE: The users that you specify to receive email notifications for must have an email entered in the Email field of their User Profile (Username > Profile).
| title | Troubleshooting Report |
|---|
| style | background: white |
|---|
| title | Troubleshooting Report |
|---|
| style | background: white |
|---|
Troubleshooting Report
Send a troubleshooting report to Perspectium Support.
Test Connection
Test connectivity to the Perspectium Integration Mesh.
Table Monitoring
Set up monitoring of the Perspectium inbound and outbound tables.
Error Notification
Set up notifications of issues and other events in the DataSync application.
Logs
View DataSync application logs for troubleshooting.