Identifying connectivity and configuration issues by running health checks

Specifies the BMC Digital Workplace host name for which you are running the health check.

Specifies the BMC Digital Workplace user name of a MyIT Super Admin user.

Specifies the BMC Digital Workplace host name for which you are running the health checks.

Specifies whether the utility can use an untrusted certificate. This parameter is used when the BMC Digital Workplace server is running on https and uses a self-signed certificate. The parameter is optional, and the default value is false.

If you set the parameter to true, and you run the executable script using a command, you must add the -c parameter to the command, for example:

./healthcheck.sh -u UserName -p Password -c

• When running the utility script on a computer where BMC Digital Workplace is installed:

  set server_url=http://localhost:9000/dwp
  set username=Allen
  set password=password
  set use_untrusted_cert=false
  

• When running the utility script from a different computer:

  set server_url=https://myserver.abc.com:9000/dwp
  set username=Allen
  set password=password
  set use_untrusted_cert=true
  

Verifies the connection with BMC Remedy Action Request System Server (AR System server) and succeeds if the BMC Helix Digital Workplace server can get the BMC Remedy Action Request System (BMC Remedy AR System) version string.

Possible reason of failure:

• The AR System server port, password, or host name changes, and the BMC Digital Workplace server cannot connect to the AR System server.

• Check if the AR System server is running and reachable over the network.
• Configure your BMC Digital Workplace datastore to point to the AR System server group load balancer. For the procedure, see KA 000101755 from the BMC Knowledge Base.

Verifies whether the BMC Digital Workplace server can create an Extensible Messaging and Presence Protocol (XMPP) connection with the chat server, if configured.

Possible reason of failure:

• Virtual Chat is not configured or is incorrectly configured.

• Check if BMC Virtual Chat is disabled or configured incorrectly.
• Enable BMC Virtual Chat and update the configuration settings from the BMC Digital Workplace Admin console.

See Integrating a BMC chat application with BMC Digital Workplace.

Verifies whether the BMC Digital Workplace server can read data from the database and write to the database.

Possible reason of failure:

• Read or write permissions are incorrectly set.

• Check if the BMC Digital Workplace database is reachable over the network. 
• Check database read and write permissions. 

Verifies whether BMC Cloud Lifecycle Management is configured correctly and is enabled, and whether theBMC Digital Workplace server can load the main page of BMC Could Lifecycle Management

• Check if the BMC Cloud Lifecycle Management provider is disabled or configured incorrectly.
• Enable the provider and update the configuration settings from the BMC Digital Workplace Admin console.

See Setting up VM requests through BMC Cloud Lifecycle Management.

Verifies whether BMC HR Case Management is configured correctly and is enabled, and whether the BMC Digital Workplace server can load the main page of BMC HR Case Management.

• Check if the BMC HR Case Management provider is disabled or configured incorrectly.
• Enable the provider and update the configuration settings from the BMC Digital Workplace Admin console.

See Integrating BMC Digital Workplace with BMC HR Case Management.

Verifies whether BMC Digital Workplace Catalog is configured correctly and is enabled, and whether the BMC Digital Workplace server can load the BMC Digital Workplace Catalog console.

• Check if the BMC Digital Workplace Catalog provider is disabled or configured incorrectly.
• Enable the provider and update the configuration settings from the BMC Digital Workplace Catalog Admin console.

See Enabling and configuring the enhanced catalog for BMC Digital Workplace.

• A certificate with the name mentioned in the PUSH_NOTIFICATION_CERT table in the database is present in the Tomcat Java class path in the \certification directory.
• The password for the certificate mentioned in PUSH_NOTIFICATION_CERT works for the certificate.
• Current date is between the Valid From and Valid To dates in the certificate timestamp.
• Certificate is issued by Apple

If the iOS certificate is valid and the check is successful, the check returns the UNKNOWN status, as backend connectivity with Apple cannot be verified.

• If you want users to use only the end user console, and do not require push notifications to be sent to mobile clients, disable the notifications in the $TOMCAT_FOLDER$/external-conf/connect-dwp.properties file by setting the pushNotificationFeature.enabled = false property.
• If you have enabled push notifications, but the check fails for a specific reason, verify if the certificate name, password in the database, and timestamp are correct. You will require access to the database.
• If the check result is UNKNOWN, but push notifications still do not work, contact  BMC Support for further help with the issue.

See Trending in Support: Troubleshooting Digital Workplace Push Notifications.

Verifies if the SMTP connection is configured. The SMPT connection is configured in the Social connection settings section in the 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:

• PASSED—If the SMPT connection is established.
• FAILED—If the SMPT connection is not established.
• UNKNOWN—If SMPT is commented in the connect-dwp.properties file.