Troubleshooting DataSync for ServiceNow Issues

Verify if the bulk share scheduled job is actually still running.

First, go to System Scheduler > Scheduled Jobs > Scheduled Jobs and see if there is a job with the name Perspectium Replicator Bulk Share <bulk_share_table_name> (Gold and older versions) or Perspectium DataSync Bulk Share <bulk_share_table_name> where <bulk_share_table_name> is the name of the table as selected when creating the bulk share. 

You can also look at System Diagnostics > Active Transactions (All Nodes) and see if the job with the aforementioned name shows up there. 

If you don't see the job in either place, then more than likely the job was terminated because the platform cleans up jobs that are running too long in order to conserve resources and prevent memory leaks.

You can look in the System Logs > System Log > All and see if there's a log that may indicate why the bulk share job was terminated. 

Another reason the bulk share job may be terminated is because of System Quota Rules.

To prevent a bulk share from killed, split the bulk share into multiple bulk shares of smaller record counts using filter conditions. This way the bulk share won't run so long to cause the transaction to be terminated. For help splitting up your bulk shares into multiple ones contact support@perspectium.com.

One possible solution is to verify that the queue you are trying to send the messages to is valid. 

Go to Perspectium > DataSync > Shared Queues. See if the target queue that the bulk share or dynamic share is using is still active. If it is not active, even though it was previously active, see the Status field. If the message states that the queue has been deactivated due to HTTP POST failing, then the queue has invalid credentials (401 error). Thus, enter the right credentials in the Queue user field and Queue user password field. Click Get Queue Status again to check if connection is successful. 

If connection is successful, check Active to start using the queue. 

If connection is still not successful, contact support@perspectium.com. 

If your outbound messages are unable to clear up periodically you may need to reset your data cleaner rules used to delete sent messages. To do this, go to the u_psp_data_cleaner table and click on Reset Data Cleaner Rules.

 WARNING: This will reset the table with the default data cleaner rules. If you have any custom rules or changes, they will be deleted.

For further help, contact support@perspectium.com.

If your records cannot be shared out from ServiceNow to the DataSync Agent successfully, try the following:

1. In ServiceNow, navigate to Perspectium > Tools > Receipts.

2. Check the checkbox next to the Receipt record(s) with a Pending or Error Delivery Status.

3. In the bottom left-hand corner of the screen, click the Resend Message(s) button. This will create a new receipt record in pending status and set the original receipt record to success status. The new resend receipt will remain in the pending status until it gets an acknowledgement from the agent.

4. Refresh the page and check the Delivery Status for your Receipt record(s) again.