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Identifying connectivity and configuration issues by running health checks

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

This topic provides the following information:

Introduction to BMC MyIT Health Check utility

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

Solution offered by BMC MyIT Health Check utility

The BMC MyIT Health Check utility provides an interface to identify connectivity and configuration issues in your BMC MyIT environment. By using the utility, you can narrow down the possible causes for such issues and check the overall health of your BMC MyIT environment. You can run the utility in clustered and non-clustered BMC MyIT environments.

The following table provides additional details about the utility, when the utility is run in different ways:

  By using the web interface By running the utility from CLI
Interface or file used to run the utility

The BMC MyIT Health Check utility web application is a part of the BMC 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 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 BMC MyIT host
  • From a non-host computer run the checks for a BMC MyIT host

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

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

By using the web interface, you can run the utility only for the load balancer host, which in turn runs the checks for one BMC 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 BMC MyIT servers in the cluster.

By using the CLI, you can run the utility for the load balancer host and also for individual BMC MyIT hosts in the cluster.

The load balancer and BMC MyIT hosts must be accessible via Hyper Text Transfer Protocol, http or https.

Use in environments with Single Sign-On If you have integrated either BMC Atrium Single Sign-On or BMC Remedy Single-Sign On with BMC MyIT, you see the Single Sign-On login screen when you access the web interface of the BMC MyIT Health Check utility. You can log in with your BMC MyIT Super Admin credentials. The utility runs and the web interface displays the health check results. Running the BMC MyIT Health Check utility from CLI 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. The utility, when run from CLI, presents the results in the following ways:
  • Displays the results on the console
  • Saves the result to a log file

Best practice

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

Permissions required to run the utility

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

Example scenario of using the BMC MyIT Health Check utility

Allen, a MyIT Super Admin, discovers that BMC MyIT users are unable to use the Social features such as the timeline. He runs the BMC 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 BMC MyIT Health Check utility, Allen can narrow down on possible causes of issues in the BMC MyIT environment.

Video demonstration: Running the BMC MyIT Health Check utility by using the web interface

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

https://youtu.be/ELy_ClaElSY

Video demonstration: Running the BMC MyIT Health Check utility from CLI

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

https://youtu.be/pqdkrdempYk

Running the BMC 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 BMC MyIT server is running, and is accessible via http or https.
  • (For running the utility by using CLI) Ensure the following points:
    • You can access the computer where BMC MyIT is installed.
    • The The MYIT_HOME\Smart_IT_MyIT\health-check directory is available and accessible.
      Here MYIT_HOME is the directory where BMC MyIT is installed.The default BMC 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 utility file, health-runner-version.jar, where version is BMC MyIT 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 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 URL http://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 BMC MyIT Health Check utility from CLI

  1. (When running the utility from a non-host computer) Copy the health-runner-version.jar file to the computer from where you are running the checks.
  2. At the command prompt, navigate to the directory where health-runner-version.jar file is located.
  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 health check utility by using the CLI.
    • Use the following command, when running the utility directly on a BMC 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 BMC 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 in a clustered environment, 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:

Parameter Sample value Description
-s

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

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

Specifies the BMC My IT user name of a user who is a member of MyIT Super Admin group

-p password

Specifies the password.

Example and output of running the utility from CLI

Example URL or command java -jar health-runner-3.2.00.000.jar -s http://myserver.abc.com:9000/ux -u Allen -p password
Output

Results are displayed in the following locations:

  • On the CLI console
  • In the healthCheck.log file located in the current working 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 BMC MyIT is not integrated with an application.
  • UNKNOWN—When BMC 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 BMC 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 name Description Corrective actions
AR Connection

Verifies the connection with BMC Remedy Action Request System Server (AR System server) and succeeds if the BMC 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 BMC 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 BMC 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 BMC 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 BMC MyIT Administration Console.
See, Integrating BMC MyIT with BMC Virtual Chat.
Database Read

Verifies whether the BMC 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 BMC MyIT database is reachable over the network. 
  • Check database read and write permissions.  
Database Write
Social Server Connection

Verifies whether the BMC 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 server is available and is able to access the MongoDB database.

Possible reasons of failure:

  • Social server is not available.
  • Social and MongoDB services are not running.
  • Wrong version of MongoDB database is in use.
  • MongoDB database cluster in not configured correctly.
Connectivity between MyIT and AppZone Verifies whether BMC AppZone is enabled, configured, and BMC MyIT server is able to open 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 BMC MyIT Administration Console.

See, Configuring the BMC AppZone integration.

Connectivity between MyIT and CLM

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

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

Connectivity between MyIT and HRCM Verifies whether BMC HR Case Management is configured correctly, enabled, and BMC 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 BMC MyIT Administration Console.

See, Integrating BMC MyIT with BMC HR Case Management.

Connectivity between MyIT and ServiceBroker Verifies whether BMC MyIT Service Broker is configured correctly, enabled, and BMC MyIT server is able to load the main page of BMC MyIT Service Broker. 
  • Check if the BMC MyIT Service Broker provider is disabled or configured incorrectly.
  • Enable the provider and update the configuration settings from BMC MyIT Administration Console.

See, Configuring the BMC MyIT Service Broker integration.

Troubleshooting

When you run the BMC MyIT Health check utility from CLI, the utility records information in the debug.log file, located in the current working 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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