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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.
Here are the following features available in the Troubleshooting module:
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