Identifying connectivity and configuration issues by running health checks
You can identify any connectivity or configuration issues in your BMC Digital Workplace environment by running health checks. The BMC Digital Workplace Health Check utility enables you to run these health checks.
Introduction to the BMC Digital Workplace Health Check utility
The section introduces the BMC Digital Workplace Health Check utility and describes how you can use it to run health checks. It also provides a comparison of different ways to run the utility.
The following information is provided:
Need for running health checks
A BMC Digital Workplace environment contains components such as Apache Tomcat and Node.js. BMC Digital Workplace can be integrated with BMC Digital Workplace Catalog and other BMC products such as BMC Cloud Lifecycle Management and BMC HR Case Management. Occasionally, connectivity or configuration issues can affect accessibility of BMC Digital Workplace or other integrated products.
Solution offered by the BMC Digital Workplace Health Check utility
The BMC Digital Workplace Health Check utility provides an interface to identify connectivity and configuration issues in your BMC Digital Workplace environment. By using the utility, you can narrow down the possible causes for such issues and check the overall health of your BMC Digital Workplace environment. You can run the utility in clustered and non-clustered MyIT environments.
The following table provides additional details about the utility, when the utility is run by using the web interface, script, or CLI.
Web interface | Script or CLI | |
---|---|---|
Interface or file used to run the utility | The BMC Digital Workplace Health Check utility web application is a part of the BMC Digital Workplace server. Access the web application by using a web browser, via a URL. For example, http://myserver.abc.com:9000/dwp/healthcheck/. | You run a script file:
Alternatively, you can run the health-runner-version.jar file from CLI. |
Use in non-clustered environments | You can use the web interface in the following ways:
You can open multiple web browser tabs and run the utility for different BMC Digital Workplace hosts. | You can run a script or run the utility from CLI in the following ways:
|
Use in clustered environments | You can run the web interface only for the load balancer host, which in turn runs the checks for one BMC Digital Workplace sever in the cluster. The load balancer must be accessible via Hyper Text Transfer Protocol, http or https. Note: You cannot run the utility for individual BMC Digital Workplace hosts in the cluster. | You can run the script or run the utility from CLI, for the load balancer host, and also for individual BMC Digital Workplace hosts in the cluster. The load balancer or the BMC Digital Workplace host must be accessible via Hyper Text Transfer Protocol, http or https. |
Use in environments with Single Sign-On | If you have integrated BMC Digital Workplace with either BMC Atrium Single Sign-On or BMC Remedy Single-Sign On, you see the Single Sign-On login screen when you access the web interface of the BMC Digital Workplace Health Check utility. You can log in with your MyIT Super Admin credentials. The utility runs and the web interface displays the health check results. | Running the BMC Digital Workplace Health Check utility from CLI or by running scripts in environments with Single Sign-On is not supported. You must use the web interface to run health checks. |
Result | The web interface displays results on the screen. | Results are presented in the following ways:
|
Best practice
Permissions required to run the utility
To run the utility, you must belong to the MyIT Super Admin permission group.
Video assistance
Note
The following videos show an older version of BMC Digital Workplace . The previous product name was MyIT. Although there might be minor changes in the UI, the overall functionality remains the same.
The following videos demonstrate different methods of running the BMC Digital Workplace Health Check utility:
Video | Description |
---|---|
This video (5:01) provides an overview and a demonstration of running the web interface of the BMC Digital Workplace Health Check utility. | |
This video (5:35) provides an overview and a demonstration of running the BMC Digital Workplace Health Check utility from CLI. | |
This video (5:05) provides an overview and a demonstration of running the BMC Digital Workplace Health Check utility by using scripts. |
Running the BMC Digital Workplace Health Check utility
This section provides procedures to run the utility using different interfaces. The following information is provided:
Before you begin
- Ensure that you have the MyIT Super Admin permission.
- Ensure that the BMC Digital Workplace server is running, and is accessible via http or https.
- (For running the script or running the utility using CLI) Ensure the following points:
- You can access the computer where BMC Digital Workplace is installed.
- The DigitalWorkplaceHome\DWP\health-check directory is available and accessible.
Here DigitalWorkplaceHome is the directory where BMC Digital Workplace is installed.The default BMC Digital Workplace installation location is as follows:- (Windows) C:\Program Files\BMC Software\DWP\
- (Linux) /opt/bmc/DWP/
- The health-check directory contains the following utility files:
- health-runner-version.jar, where version is
BMC Digital Workplace
version
- healthcheck.bat
- healthcheck.sh
- health-runner-version.jar, where version is
BMC Digital Workplace
version
- The computer on which you run the utility has Java Runtime Environment (JRE) version 8 or later.
- JAVA_HOME or Java bin directory is present in the executable file path. Run the
java -version
command to verify of Java is configured correctly.
To run the BMC Digital Workplace Health Check utility from the web interface
- Enter the URL in a web browser. Use the appropriate URL format:
- (Non-clustered environment) http://DigitalWorkplaceHostName:port/dwp/healthcheck/
- (Clustered environment) http://loadBalancerHostName:port/dwp/healthcheck/
- Enter your
BMC Digital Workplace
credentials and click Log in.
The utility runs the checks and presents the results.
Example and output of running the utility from the web interface
Example URL | http://myserver.abc.com:9000/dwp/healthcheck/ |
---|---|
Output | Results are displayed on the web page, along with details of all checks. For details about the checks and their corrective actions, see Interpretation of health check results. |
To run the BMC Digital Workplace Health Check utility from CLI
- (When running the utility from a non-host computer) Copy the health-check directory to the non-host computer.
- At the command prompt on the computer where you are running the utility, navigate to the health-check directory.
- Run the utility by using the appropriate command. The command is same for Windows and Linux computers.
For details about the parameters, see Parameters for running the utility from CLI.Use the following command, when running the utility directly on a BMC Digital Workplace host:
java -jar health-runner-<version>.jar -s http://localhost:9000/dwp -u <userName> -p <password>
Use the following command, when running the utility from a non-host computer, for a BMC Digital Workplace host:
java -jar health-runner-<version>.jar -s http://<bmcMyITHostName>:9000/dwp -u <userName> -p <password>
Use the following command, when running the utility for a load balancer host:
java -jar health-runner-<version>.jar -s http://<loadBalancerHostName>:9000/dwp -u <userName> -p <password>
Parameters for running the utility from CLI
All parameters in the command are mandatory. The following table describes the parameters:
Parameter | Sample value | Description |
---|---|---|
-s | http://myserver.abc.com:9000/dwp | Specifies the BMC Digital Workplace host name for which you are running the health check. |
-u | Allen | Specifies the BMC Digital Workplace user name of a MyIT Super Admin user. |
-p | password | Specifies the user's password. |
Example and output of running the utility from CLI
Example URL or command | java -jar health-runner-3.3.00.000.jar -s http://myserver.abc.com:9000/dwp -u Allen -p password |
---|---|
Output | Results are displayed in the following locations:
For the details about the checks and the corrective actions, see Interpretation of health check results. |
To run the BMC Digital Workplace Health Check utility script
Warning
Do not update any code in the script, other than the specified parameters. Doing so might result in script failure.
- (When running the utility from a non-host computer) Copy the health-check directory to the non-host computer.
- On the computer where you are running the utility, navigate to the health-check directory and edit the healthcheck.bat file (Windows) or healthcheck.sh file (Linux) by using a text editor such as Notepad.
- Define values for the server_url, username, and password parameters, which are mandatory. Optionally, define the value for use_untrusted_cert parameter.
For details about these parameters, see Parameters for running the utility script. - Save and close the file.
- Run the utility by double-clicking the script file.
Parameters for running the utility script
The following table describes the parameters you must define:
Parameter | Mandatory? | Sample value | Description |
---|---|---|---|
server_url | Yes |
| Specifies the BMC Digital Workplace host name for which you are running the health checks. |
username | Yes | Allen | Specifies the user name of a MyIT Super Admin user. |
password | Yes | password | Specifies the user's password. |
use_untrusted_cert | No |
| Specifies whether the utility can use untrusted certificate. This parameter is used when BMC Digital Workplace server is running on https and uses a self-signed certificate. The parameter is optional and default value is false. If you set the parameter to true, and you run the executable script using a command, you must add |
Examples and output of running utility by using a script
Example parameters |
|
---|---|
Output | Results are saved in the healthCheck.log file located in the \health-check directory. For the details about the checks and the corrective actions, see Interpretation of health check results. |
Interpretation of health check results
This section provides the information about the checks run by the utility, result statuses and description of each check. The section also provides information about corrective actions in case of failures. The following information is provided:
Health check statuses
The result of each health check is presented by using the following statuses:
- PASSED—When no connectivity or configuration issues with the integrated application are found.
- FAILED—When there is a connectivity or configuration issue with an integrated application, or if BMC Digital Workplace is not integrated with an application.
- UNKNOWN—When BMC Digital Workplace is integrated with a particular application, but the service is disabled.
Health check descriptions and corrective actions
The table that follows lists the checks run by the BMC Digital Workplace Health Check utility and provides possible reasons of failure and the corrective actions.
Caution
Use the corrective actions with caution. This is not an exhaustive list of causes of failure, and there might be other reasons of failure that require in-depth analysis. For further help, contact
BMC Support
.
Check name | Description | Corrective actions in case of failures |
---|---|---|
AR Connection | Verifies the connection with BMC Remedy Action Request System Server (AR System server) and succeeds if the MyIT server is able to get BMC Remedy Action Request System (BMC Remedy AR System) version string. Possible reason of failure:
|
|
Chat Server Connection | Verifies whether the BMC Digital Workplace server is able to create an Extensible Messaging and Presence Protocol (XMPP) connection with the chat server, if configured. Possible reason of failure:
|
See Integrating BMC Digital Workplace with BMC Virtual Chat. |
Database Read | Verifies whether the BMC Digital Workplace server is able to read data from the database and write to the database. Possible reason of failure:
|
|
Database Write | ||
Connectivity between Digital Workplace and CLM | Verifies whether BMC Cloud Lifecycle Management is configured correctly, enabled, and BMC Digital Workplace server is able to load the main page of BMC Could Lifecycle Management. |
See: Setting up VM requests through BMC Cloud Lifecycle Management. |
Connectivity between Digital Workplace and HRCM | Verifies whether BMC HR Case Management is configured correctly, enabled, and BMC Digital Workplace server is able to load the main page of BMC HR Case Management. |
See: Integrating Digital Workplace with BMC HR Case Management. |
Connectivity between Digital Workplace and Digital Workplace Catalog | Verifies whether
BMC Digital Workplace Catalog
is configured correctly, enabled, and
BMC Digital Workplace
server is able to load the
BMC Digital Workplace Catalog
console. |
See: Enabling and configuring the enhanced catalog for BMC Digital Workplace. |
Digital Workplace iOS push notification configuration | Verifies the iOS PKCS12 certificate for the following points:
If the iOS certificate is valid and the check is successful, the check returns UNKNOWN status, as backend connectivity with Apple cannot be verified. |
See: Trending in Support: Troubleshooting Digital Workplace Push Notifications |
Digital Workplace Android push notification configuration | Verifies the Android GCM API key for GCM validity. The check is successful when the GCM server accepts request from MyIT backend, with value of GCM_API_KEY taken from PUSH_NOTIFICATION_CERT table. Note: This check does not completely verify the validity of GCM_SENDER_ID from PUSH_NOTIFICATION_CERT. GCM_SENDER_ID is only verified to be an integer. |
See: Trending in Support: Troubleshooting Digital Workplace Push Notifications |
SMPT configuration and connection | Verifies if SMTP connection is configured. The SMPT connection is configured in the Social connection settings section in connect-dwp.properties file on the server where BMC Digital Workplace is installed. The result of SMTP health check is presented by using the following statuses:
| Not applicable |
Notifications on service request approvals enabled | Shows the following statuses:
| Not applicable |
Notification on service request comments enabled | Shows the following statuses:
| Not applicable |
Log level | Shows the current log level. Can be one of the following:
| Not applicable |
Troubleshooting
When you run the BMC Digital Workplace Health check utility scripts or run the utility from CLI, the utility records information in the debug.log file, located in the DigitalWorkplaceHome\DWP\health-check directory. See that file for detailed information about errors that might occur while running the utility and the associated checks and results.
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