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Identifying origin of issues in BMC MyIT environment by running diagnostic checks

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In a BMC MyIT environment, issues with different components such as BMC Remedy Action Request System (BMC Remedy AR System), BMC MyIT server, database server, and Social server, might prevent BMC MyIT from functioning normally. You can identify the origin of such issues in your working BMC MyIT environment by running the diagnostic utility.

The diagnostic utility performs checks and provides a detailed report about the status of the environment components. The utility does not require the BMC MyIT server to be running, as it has a built-in Apache Tomcat runner that is initialized after you run the utility. In both clustered and non-clustered BMC MyIT environments, you can run the diagnostic utility by using the web interface or from the CLI.

This topic provides the following information:

Example scenario

In Calbro Services, after making some BMC Remedy AR System configuration changes, Allen—a BMC MyIT administrator—notices issues in the working BMC MyIT environment. Allen uses the diagnostic utility to find out the origin of the issues. The BMC Remedy AR System checks fail, which indicate that the diagnostic utility cannot log in to BMC Remedy AR System by using the configuration stored in the CONFIGURATION_PARAMETER table. Allen updates the BMC Remedy AR System configuration information, which resolves the issue.

Before you begin

  • Ensure that you can access the computer where BMC MyIT hosted.   
  • Ensure that you can access the MYIT_HOME\Smart_IT_MyIT\ directory, where MYIT_HOME is the directory where BMC MyIT is installed. The default installation location is as follows:
    • (Windows) C:\Program Files\BMC Software\Smart_IT_MyIT\
    • (Linux) /opt/bmc/Smart_IT_MyIT/
  • Ensure that the diagnostic utility files are available in the MYIT_HOME\Smart_IT_MyIT\diagnostic\ directory. The diagnostic utility file names are as follows:
    • (Web application) diagnostic-agent-version.jar
    • (CLI) diagnostic-runner-version.jar 
    Here, version refers to the BMC MyIT version.

Running the diagnostic utility from web interface

Video demonstration

The following video (3:31) provides an overview and demonstration of running the diagnostic utility by using the web interface:

https://youtu.be/7q-ygvxmb4c

To run the diagnostic utility from web interface

You must initialize the utility by running the diagnostic-agent-version.jar file directly on the BMC MyIT host. You can view the results by accessing the web interface from the BMC MyIT host or from a non-host computer. You can view the results multiple times by using the web interface, until you manually close the diagnostic-agent-version.jar file.

In clustered BMC MyIT environments, to diagnose issues on individual nodes, you must run the utility separately on every node in the cluster.

  1. Open the command prompt and navigate to the directory where the diagnostic-agent-version.jar file is located.
  2. Initialize the diagnostic utility by running the following command:

    java -jar diagnostic-agent-<version>.jar --tomcat="<path_to_tomcat_home>" --webapp="<path_to_BMC_MyIT_ux_directory>" --port=<port number>

     If you do not specify any port number, the default port 8080 is used.

  3. Ensure that Apache Tomcat server has started on the port.
  4. Access the web interface using a web browser; enter the URL in following format:
    http://hostName:portNumber/

Example and output

Example command
  • Command to initialize the diagnostic utility:

    java –jar diagnostic-agent-3.2.00.000.jar --tomcat="C:\Program Files\Apache Software Foundation\Tomcat8.0" --webapp="C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux" --port=80
  • URL to access the utility in a web browser:
    http://myserver.abc.com:80/

Output

Results of all checks are presented on a web page.

For information about diagnostic checks and their results, see Interpretation of diagnostic check results.

Running the diagnostic utility from CLI

Video demonstration

The following video (3:24) provides an overview and demonstration of running the diagnostic utility from CLI:

https://youtu.be/CMM_qZQ5iWk

To run the diagnostic utility from CLI

Run the diagnostic-runner-version.jar file directly on a BMC MyIT host. In clustered BMC MyIT environments, to diagnose issues on individual nodes, you must run the utility separately on every node in the cluster.

  1. Open the command prompt and navigate to the directory where the diagnostic-runner-version.jar file is located.
  2. Run the following command:

    java -jar diagnostic-runner-<version>.jar --tomcat="path_to_tomcat_home" --webapp="path_to_BMC_MyIT_ux_directory"

Example and output

Example command
java –jar diagnostic-runner-3.2.00.000.jar --tomcat="C:\Program Files\Apache Software Foundation\Tomcat8" --webapp="C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux"
Output Results are presented in the following ways:
  • On the CLI console
  • In the diagnostic.log file, located in the MYIT_HOME\Smart_IT_MyIT\diagnostic directory.

The debug.log file located in the MYIT_HOME\Smart_IT_MyIT\diagnostic directory provides additional details in case there are issues while running the utility. The file also provides a stack trace of failed checks. 

For information about diagnostic checks and their results, see Interpretation of diagnostic check results.

Interpretation of diagnostic check results

This section provides information about the checks run by the diagnostic utility, result statuses, and a description of each check, along with corrective actions in case of failures:

Diagnostic check statuses

The result of each diagnsotic check is presented by using the following statuses:

  • PASSED—When no configuration issues are found
  • FAILED—When failure occurs; the reason for failure could be different for each check, for example, missing configuration, missing files, and connection issues.

Diagnostic check descriptions and corrective actions

Important

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 .

The following table lists the diagnostic checks, provides possible causes of failure, and first-line corrective actions:

Check type Description Corrective actions in case of failure

Checks for the connect.properties file

The checks succeed if following conditions are met:

  • The connect.properties file is present in the <Tomcat_home>/external_conf directory.
  • The connect.properties file is not empty.
  • Ensure that the location of the connect.properties file is correct and the file is readable.
Social checks

The checks succeed if following conditions are met:

  • Social is configured in the connect.properties file.
  • The Social API token (api.token.value = encrypted password) is present in the connect.properties file.
  • Ensure that the values of Social connection settings are correct and the Social service is running
  • Ensure that the Social API token (api.token.value = encrypted password) is present in the connect.properties file. Value of the token and the encrypted password must match the values defined in the SHR:SHR_KeyStore form in BMC Remedy IT Service Management (BMC Remedy ITSM).
SMTP check The check succeeds if SMTP is configured in the connect.properties file.
  • On the server defined in the connect.properties file, ensure that SMTP service is running
  • In the connect.properties file, ensure that the SMTP parameters in the file are set.

Webapp check

The check succeeds if the version.properties file is present in the \ux\WEB-INF\classes\ directory.

  • Ensure that the version.properties file is present at the specified location.
Logs check The check succeeds if the logback.xml file is present in the <Tomcat_home>\external_conf directory. 
  • Ensure that the logback.xml file is present at the specified location.
Database checks

The following database checks are run:

  • Business database is reachable check—Succeeds if the diagnostic utility can log in to the business database
  • System database is reachable check—Succeeds if the diagnostic utility can log in to the system database
  • ux.xml file contains DB configuration check—Succeeds if the ux.xml file contains configurations for business and system database schemas
  • Load JDBC driver check—Succeeds if the diagnostic utility can load the JDBC driver specified in the ux.xml file
  • Ensure that the database services are running.
  • From the BMC MyIT host, verify database connectivity using database clients such as SQL Server Management Studio or Oracle SQL Developer.
  • If databases are reachable and the services are running, ensure that the database configurations in the ux.xml file are correct.
BMC Remedy AR System configuration checks

The following checks verify the BMC Remedy AR System configuration:

  • AR configuration is present check—Succeeds if the CONFIGURATION_PARAMETER table in the system database contains the host name, port, and password of the shared AR System server
  • Login to shared AR check—Succeeds if the diagnostic utility is able to log in or log out from the shared AR System server by using the credentials from the CONFIGURATION_PARAMETER table
  • Metadata is reachable check—Succeeds if the application settings of BMC MyIT and BMC Remedy ITSM for the tenant, and the BMC Remedy ITSM data store configurations are present in the BMC MyIT Administration Console
  • Category metadata queries are available check—Succeeds if metadata contains the following queries:
    • MYIT_ALL_CATEGORIES
    • MYIT_CATEGORY_BY_ID
    • MYIT_ALL_CATEGORIES_DEFAULT_LOCALE
Use the following corrective actions:
  • AR configuration is present checkIn the CONFIGURATION_PARAMETER table, ensure that the AR System server or AR System server group load balancer details are correct:
    • connect.arsystem.hostName
    • connect.arsystem.port
    • connect.arsystem.password
  • Login to shared AR check—Ensure that you can log in to the AR System server; By using telnet or ping command from the BMC MyIT host, check the connectivity with AR System server.
  • Metadata is reachable check—Ensure that the application settings and data store configuration for BMC Remedy ITSM are present in the BMC MyIT Administration Console.
  • Category metadata queries are available check—Look for any exceptions or errors in the ux-metadata.log file, which is located in the C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\Logs directory, and contact  BMC Support for further assistance.
Tenant-specific checks

Tenant-specific checks run for every tenant in the BMC MyIT environment. The following checks verify whether the respective database tables contains valid number of rows:

  • Tenant configured check—Verifies whether the TENANT table contains tenant configuration
  • Push notification certificates are present in DB check

  • FEATURE_SETTINGS contains valid number of rows check—The valid value is 18 rows.

  • AVAILABLE_LOCALES contains valid number of rows check—The valid value is 21 rows.
  • Ensure that tenant configuration is correct.
  • Ensure that push notification certificates are present in the database.
  • Ensure that the FEATURE_SETTINGS and AVAILABLE_LOCALES tables contain valid number of rows.

Related topics

Identifying connectivity and configuration issues by running health checks

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