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Identifying connectivity and configuration issues by running health checks

You can identify any connectivity or configuration issues in your MyIT environment by running health checks. The MyIT Health Check utility enables you to run these health checks.

This topic provides the following information:

Introduction to MyIT Health Check utility

The section introduces the MyIT 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 MyIT environment contains several components such as Apache Tomcat, MongoDB, and Node.js (MyITSocialService). MyIT can be integrated with other BMC products such as MyIT Service Broker, BMC Cloud Lifecycle Management, and BMC HR Case Management. Occasionally, connectivity or configuration issues can affect accessibility of MyIT or other integrated products.

Solution offered by the MyIT Health Check utility

The MyIT Health Check utility provides an interface to identify connectivity and configuration issues in your MyIT environment. By using the utility, you can narrow down the possible causes for such issues and check the overall health of your MyIT 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 interfaceScript or CLI
Interface or file used to run the utilityThe MyIT Health Check utility web application is a part of the MyIT server. You access the web application by using a web browser, via a URL, for example, http://myserver.abc.com:9000/ux/healthcheck/.

You run a script file:

  • (Windows) healthcheck.bat
  • (Linux) healthcheck.sh

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:

  • Directly on a MyIT host
  • From a non-host computer run the checks for a MyIT host

You can open multiple web browser tabs and run the utility for different MyIT hosts.

You can run a script or run the utility from CLI in the following ways:
  • Directly on a MyIT host
  • From a non-host computer run the checks for a MyIT host
Use in clustered environments

You can run the web interface only for the load balancer host, which in turn runs the checks for one MyIT 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 MyIT hosts in the cluster.

You can run the script or run the utility from CLI, for the load balancer host, and also for individual MyIT hosts in the cluster.

The load balancer or the MyIT host must be accessible via Hyper Text Transfer Protocol, http or https.

Use in environments with Single Sign-OnIf you have integrated either BMC Atrium Single Sign-On or BMC Remedy Single-Sign On with MyIT, you see the Single Sign-On login screen when you access the web interface of the MyIT 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 MyIT 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:
  • The script saves the result to a log file
  • The utility, when run from CLI, displays the result on the console and also saves the result to a log file

Best practice

To proactively identify issues in your working MyIT environment, run the MyIT Health Check utility periodically.

Permissions required to run the utility

To run the utility, you must belong to the MyIT Super Admin permission group.

Example scenario of using the utility

Allen, a MyIT Super Admin, discovers that MyIT users are unable to use the Social features such as the timeline. He runs the MyIT Health Check utility to find out the possible reasons. When analyzing the results, Allen notices that the Social Server Connection check has failed and the result of MongoDB Database Connection check is UNKNOWN. Allen checks the status of the MyITSocialService service and sees that the service has stopped. Allen restarts the MyITSocialService service to resolve the issue. So, by using the MyIT Health Check utility, Allen can narrow down on possible causes of issues in the MyIT environment.

Video assistance

The following videos demonstrate different methods of running the MyIT Health Check utility:

VideoDescription

https://youtu.be/ELy_ClaElSY

This video (5:01) provides an overview and a demonstration of running the web interface of the MyIT Health Check utility.

Note: Although the demonstration shows an older version of the utility, the concept and the method to run the utility remain the same.

https://youtu.be/pqdkrdempYk

This video (5:35) provides an overview and a demonstration of running the MyIT Health Check utility from CLI.

Note: Although the demonstration shows an older version of the utility, the concept and the method to run the utility remain the same.

https://youtu.be/Cm5yLQ7CJHc

This video (5:05) provides an overview and a demonstration of running the MyIT Health Check utility by using scripts.

Running the MyIT 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 MyIT 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 MyIT is installed.
    • The MYIT_HOME\Smart_IT_MyIT\health-check directory is available and accessible.
      Here MYIT_HOME is the directory where MyIT is installed.The default MyIT installation location is as follows:
      • (Windows) C:\Program Files\BMC Software\Smart_IT_MyIT\
      • (Linux) /opt/bmc/Smart_IT_MyIT/
    • The health-check directory contains the following utility files:
      • health-runner-version.jar, where version is MyIT version
      • healthcheck.bat
      • healthcheck.sh
    • 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 MyIT Health Check utility from the web interface

  1. Enter the URL in a web browser. Use the appropriate URL format:
    • (Non-clustered environment) http://bmcMyITHostName:port/ux/healthcheck/
    • (Clustered environment) http://loadBalancerHostName:port/ux/healthcheck/
  2. Enter your BMC My IT 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 URLhttp://myserver.abc.com:9000/ux/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 MyIT Health Check utility from CLI

  1. (When running the utility from a non-host computer) Copy the health-check directory to the non-host computer.
  2. At the command prompt on the computer where you are running the utility, navigate to the health-check directory.
  3. 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 MyIT host:

      java -jar health-runner-<version>.jar -s http://localhost:9000/ux -u <userName> -p <password>
    • Use the following command, when running the utility from a non-host computer, for a MyIT host:

      java -jar health-runner-<version>.jar -s http://<bmcMyITHostName>:9000/ux -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/ux -u <userName> -p <password>

Parameters for running the utility from CLI

All parameters in the command are mandatory. The following table describes the parameters:

ParameterSample valueDescription
-s

http://myserver.abc.com:9000/ux

Specifies the BMC My IT host name for which you are running the health check.
-uAllen

Specifies the BMC My IT user name of a MyIT Super Admin user.

-ppassword

Specifies the user's password.

Example and output of running the utility from CLI

Example URL or commandjava -jar health-runner-3.3.00.000.jar -s http://myserver.abc.com:9000/ux -u Allen -p password
Output

Results are displayed in the following locations:

  • On the command line interface console
  • 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.

To run the MyIT 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. 

  1. (When running the utility from a non-host computer) Copy the health-check directory to the non-host computer.
  2. 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.
  3. 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.
  4. Save and close the file.
  5. Run the utility by double-clicking the script file.

Parameters for running the utility script

The following table describes the parameters you must define:

ParameterMandatory?Sample valueDescription
server_urlYes
  • When running from a different computer: http://myserver.abc.com:9000/ux
  • When running on the same computer: 
    http://localhost:9000/ux
Specifies the BMC My IT host name for which you are running the health checks.
usernameYesAllen

Specifies the user name of a MyIT Super Admin user.

passwordYespassword

Specifies the user's password.

use_untrusted_certNo
  • true
  • false

Specifies whether the utility can use untrusted certificate.  This parameter is used when MyIT 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 -c parameter to the command, for example, ./healthcheck.sh -u UserName -p Password -c

Examples and output of running utility by using a script

Example parameters
  • When running the utility script on a computer where MyIT is installed:

    set server_url=http://localhost:9000/ux
    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/ux
    set username=Allen
    set password=password
    set use_untrusted_cert=true
    
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 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 MyIT is not integrated with an application.
  • UNKNOWN—When MyIT 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 MyIT 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 nameDescriptionCorrective 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:

  • The AR System server port, password, or the host name changes, and MyIT server is unable to connect to the AR System server.
  • Check if the AR System server is running and reachable over the network.
  • Configure your MyIT datastore to point to the AR System server group load balancer. For the procedure, see KA 000101755 from the BMC Knowledge Base.
Chat Server Connection

Verifies whether the MyIT server is able to 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 MyIT Administration Console.
See Integrating MyIT with BMC Virtual Chat.
Database Read

Verifies whether the MyIT server is able to read data from the database and write to the database.

Possible reason of failure:

  • Read or write permissions are incorrectly set.
  • Check if the MyIT database is reachable over the network. 
  • Check database read and write permissions. 
Database Write
Social Server Connection

Verifies whether the MyIT server is able to get an API key from the Social server.

Possible reasons of failure:

  • Wrong version of MongoDB database is in use.
  • MongoDB database cluster is not configured correctly.
  • Social service and MongoDB services are not running.

Perform the following initial checks:

  • Check whether the Social server is available:
    • (For MongoDB versions prior to 3.0) Enter the URL, http://myithost:9001/social/rest/v1/installationcheck in a browser, and verify if the response is as follows:
       {"success":"Hello World"}
    • (For MongoDB 3.0) Enter the URL, http://myithost:9001/social/rest/v1/mongoconnection in a browser, and verify if the service is available. You should get the following response:
      • (If the server is available) {"connection-status":"available"} 
      • (If the server is unavailable) {"connection-status":"not_available"}  
  • Check whether the Social service is running, and start if it has stopped:
    • (Windows) MyITSocialService
    • (Linux) socialserviced
  • Check if the MongoDB service is running, and start if it has stopped:
    • (Window) MongoDB
    • (Linux) myitmongod

For detailed information and additional troubleshooting information, see the following resources at BMC Communities:

  • The Pulse: The MyIT Social Engine
  • The Pulse: Troubleshooting the Universal Client
Mongo Database Connection

Verifies whether the Social service is accessible, and Social is able to access the MongoDB database.

Possible reasons of failure:

  • Wrong version of MongoDB database is in use.
  • MongoDB database cluster in not configured correctly.
  • Social Service and MongoDB services are not running.
Connectivity between MyIT and AppzoneVerifies whether BMC AppZone is enabled, configured, and MyIT server is able to load the login page for BMC AppZone.
  • Check if the BMC Appzone provider is disabled or configured incorrectly.
  • Enable the provider and update the configuration settings from MyIT Administration Console.

See, Troubleshooting the BMC AppZone configuration.

Note:

BMC AppZone is a legacy feature. Starting with MyIT 3.3, integration of BMC AppZone is not supported for a fresh installation of MyIT. If you are upgrading to MyIT 3.3f from an earlier version, BMC AppZone will be available only if you have enabled and integrated it prior to the upgrade.

As a replacement for BMC AppZone, you can evaluate the broad set of capabilities provided by MyIT Digital Workplace or MyIT Service Broker.

Connectivity between MyIT and CLM

Verifies whether BMC Cloud Lifecycle Management is configured correctly, enabled, and MyIT server is able to 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 MyIT Administration Console.

See, Setting up VM requests through BMC Cloud Lifecycle Management.

Connectivity between MyIT and HRCMVerifies whether BMC HR Case Management is configured correctly, enabled, and MyIT server is able to 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 MyIT Administration Console.
See, Integrating MyIT with BMC HR Case Management.
Connectivity between MyIT and ServiceBrokerVerifies whether MyIT Service Broker is configured correctly, enabled, and MyIT server is able to load the main page of MyIT Service Broker.

  • Check if the MyIT Service Broker provider is disabled or configured incorrectly.
  • Enable the provider and update the configuration settings from MyIT Administration Console.

See, Enabling and configuring the enhanced catalog.

MyIT iOS push notification configuration
Verifies the iOS PKCS12 certificate for the following points:
  • A certificate with name mentioned in PUSH_NOTIFICATION_CERT table in the database is present in Tomcat Java class path in the \certification directory.
  • The password for 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 UNKNOWN status, as backend connectivity with Apple cannot be verified.

  • If you want users to use only the Universal Client (UC), and do not require push notification to be sent on mobile clients, disable the notifications in $TOMCAT_FOLDER$/external-conf/connect.properties file, by setting the property pushNotificationFeature.enabled = false.
  • If you have enabled push notifications, but the check fails for a specific reason, verify if the certificate name, password in the database is certificate and timestamp is 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.
MyIT 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.

  • If you want users to use only the Universal Client (UC), and do not require push notification to be sent on mobile clients, disable the notifications in $TOMCAT_FOLDER$/external-conf/connect.properties file, by setting the property pushNotificationFeature.enabled = false.
  • Verify that the value of GCM_API_KEY from the PUSH_NOTIFICATION_CERT table is correct. You will require access to the database.
  • For further help with the issues, contact BMC Support .

Troubleshooting

When you run the MyIT Health check utility scripts or run the utility from CLI, the utility records information in the debug.log file, located in the MYIT_HOME\Smart_IT_MyIT\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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