Troubleshooting In Progress
Tip 01 | Tip 02 | Tip 03 | Tip 04 | Tip 05 | Tip 06Â | Tip 07Â | Tip 08
Introduction
The video below demonstrates how to navigate to and interpret the Troubleshooting Form when the Troubleshooting is in Progress.
Video (1 min :: 30 secs)
Time Stamps:
0:13 - Retrieving information about the Troubleshooting from the Form
The Troubleshooting Form offers a comprehensive summary of the analysis, including various aspects such as the Troubleshooting progress, the number of ServiceNow Discovery Logs, and the status of the Troubleshooting.
0:51 - Additional metrics on the Progress of the Troubleshooting
Additionally, it displays the timestamps relating to the creation, initiation, and updates of the specific Troubleshooting.
Tip 01: Hints
Mouse-over the attributes on the Troubleshooting Form to read the Hints, which further explain what each attribute is.
Tip 02: Control the Troubleshooting with UI Actions
To cancel an active Troubleshooting, click the { Cancel } UI Action on the Troubleshooting Form.
The { Cancel } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Analysis in Progress.
To pause an active Troubleshooting, click the { Pause } UI Action on the Troubleshooting Form.
The { Pause } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Analysis is Progress.
{ Pause } stops the Analysis in Progress, so nothing is running in the background and retains the current progress of the analysis, so it can resume seamlessly.
To resume the paused Troubleshooting from the point where it was paused, click the { Resume } UI Action on the Troubleshooting Form.
The { Resume } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Paused.
Pausing and Resuming the Troubleshooting is helpful when we want to eliminate Discovery Admin as a variable during a platform upgrade or the remediation of a performance issue.
If you suspect the Troubleshooting is hung, reach out to the ServiceNow Platform Support team to check or manage Active Transactions.
Tip 03: Timestamps on the Troubleshooting Form (v9.3)
There are additional Timestamp Attributes on the Troubleshooting Form that capture various stages of the Troubleshooting. This eliminates the dependency on the out-of-the-box Updated attribute.
These attributes are arranged in ascending order starting from the bottom to the top on the right column on the Troubleshooting Form.
Tip 04: Info Messages on the Troubleshooting Form (v9.3)
Attributes on the Troubleshooting Form (Number, Progress, Incident Information) show contextual messages during the Initializing phase of Troubleshooting = Analysis in Progress and Troubleshooting = Generating Incidents.
Known Issue: The Info Message appears twice if the Pause and Resume are done in immediate succession on the Attribute: Number.
Tip 05: Audit History on the Troubleshooting Form (v9.3)
Audit History is enabled on the Troubleshooting Form to capture all transitions for Attributes: Status and Incident Information.
These details can be accessed via the 'History' option under the out-of-the-box Context Menu (visible by right-clicking the Form header).
Tip 06: TRBL History on the Troubleshooting Form (v9.5)
TRBL History at the bottom of Troubleshooting Form captures the progress of Troubleshooting including deeper insights into Attributes: Status and Incident Information.
This information is available on the Troubleshooting Form, without the need for the 'admin' role.
Tip 07: Automated Pause and Resume (v9.9)
The 'Segment Duration (Minutes)' attribute on the Scheduled Troubleshooting Form defines the maximum time, in minutes, that Discovery Admin holds the assigned background queue/thread before releasing it for other background processes. Limiting this time helps ensure the timely release of background resources by Discovery Admin, which in turn helps maintain overall system performance.
Discovery Admin will automatically pause its own processing, release its background queue/thread, and resume processing when the next queue/thread becomes available.
When configured, this attribute overrides the Global Discovery Admin Property: '3.3', which is explained below.
The 'Segment Duration (Minutes)' can also be configured as a global default for any Discovery Admin Troubleshooting started via 'Ad-Hoc' or 'Scheduled Troubleshooting' using the Discovery Admin Property: 3.3. Property Name: troubleshooting.segment_duration_minutes.
More information on how to configure this is documented under:
Discovery Admin > Properties > Property 3.3
The '(Auto) Resume Count' attribute on the Troubleshooting Form captures the number of times Discovery Admin has auto-resumed. The values (in this attribute) following the 'Segment' indicate the source of configuration:
(P) refers to the value configured in Property 3.3
(S) refers to the value configured in the 'Segment Duration (Minutes)' field on the Scheduled Troubleshooting Form.
Additionally, the number of times Discovery Admin has auto-resumed is shown after the text 'Resume Count =' in the same attribute.
For example: [ Segment (S) = 40 min | Resume Count = 2]
'Resume Duration (Analysis)' has been added to the Troubleshooting Form to augment 'Total Duration (Analysis)' to provide insights into how long a specific Segment is running.
Tip 08: Exclude descoped Logs (v9.9)
The 'Discovery Log List Filter' is an encoded query applied to the Logs provided as input to Discovery Admin to pre-emptively exclude descoped / irrelevant discovery logs and focus the analysis on relevant data.
This helps Discovery Admin reduce unnecessary processing, shorten troubleshooting time, and improve the efficiency of Scheduled Troubleshooting, on which it is configured.
The 'Discovery Log List Filter' can also be configured as a global default for any Discovery Admin Troubleshooting started via 'Ad-Hoc' or 'Scheduled Troubleshooting' using the Discovery Admin Property: 3.4: Property Name: discovery_log.additional_filter.
More information on how to configure this is documented under:
Discovery Admin > Properties > Property 3.4