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 Issues.
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:
Name | Description | ||||||
---|---|---|---|---|---|---|---|
Perspectium Error | Notification when there is an error in the Perspectium Logs. When the DataSync application encounters an issue and logs an error, you can use this notification to be notified . An example of an email created is as follows: 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/ | ||||||
Perspectium Agent Error / Perspectium Meshlet Error | 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_script notification email script. | ||||||
Perspectium Connection Error | 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. | ||||||
Perspectium Table Compare Discrepancies | 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:
For more information on the email content, see the psp_table_compare_script notification email script. | ||||||
Perspectium Situation | 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:
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 |