ESChat and CNS diagnostic information

To help you check and troubleshoot performance and configuration, the BMC Virtual Chat provides diagnostic information for the Chat Notification Servlet (CNS) and ESChat servlet (used for the Self Service Portal). Two types of diagnostics are available: Startup diagnostics for ESChat only and real-time diagnostics for both ESChat and CNS. From a web browser, you can view this diagnostic information in an XML format, as explained in ESChat diagnostics parameters and Running the CNS diagnostics.

This topic describes the ESChat and CNS diagnostic information:

Startup diagnostics (ESChat only)

Startup diagnostics is a check that occurs when the ESChat servlet starts or has received a refresh. The servlet then runs through a diagnostics check to verify certain that certain functionality is working. You can view the results and other important information in the Tomcat logs and on the diagnostics page for ESChat.

The following example shows the diagnostics information for the ESChat servlet.

<?xml version="1.0" encoding="UTF-8" ?> 
- <status request="success">
- <systemcheck>
- <![CDATA[ 
****************************************************************
Diagnostics Start Mon May 20 09:29:10 MDT 2013
****************************************************************
Server: AR81(192.168.100.242)
ESChat Configuration File Found at: c:\myes_conf\eschat_config.properties
Checking Server Connection to ar81
User Account: MYES_SS_ADMIN
ERROR (90): Cannot establish a network connection to the AR System server; ONC/RPC program not registered ar81
Login Successful
AR Administrator: Yes
User Virtual Agent Roles: [[Role Id=-9009,Role Name=ESChat Major Incident Submitter,Role Type=2], [Role Id=-9006,Role Name=ESChat Major Incident Stakeholder,Role Type=2]]
Checking Server Connection to ar81:rkmsearch
User Account: MYES_SS_ADMIN
Login Successful
AR Administrator: No
User Virtual Agent Roles: [[Role Id=-9009,Role Name=ESChat Major Incident Submitter,Role Type=2], [Role Id=-9006,Role Name=ESChat Major Incident Stakeholder,Role Type=2]]
Diagnostics MCR Entry Created.  SID:DIAGNOSTICS_VDG4J5CO13 EntryID:000000000008076
---------- Support Bot Connection Status ----------
ARPluginInfo@1945a5a
130424-1315  Started: Mon May 20 09:30:12 MDT 2013
Mon May 20 09:30:12 MDT 2013
No Connection Detected - Starting Connection
No VAQ Def for eschat_connection.  Trying to determine eschat server from VAQ List.
eschat def found.  Using server ar81.
Connecting to: ar81:6226
Establishing Connection (ar81:6226)
Connection Established - Initializing
Checking Test Ping
[PING REPLY] AR81(192.168.100.242) Mon May 20 09:30:22 MDT 2013
Connection Detected ar81:6226
Sending Request
Request Sent
---------------------------------------------------
Socket Message Received (114297 milliseconds): <translateitem>[returnparams:diag:1369063791989]</translateitem>
Socket Message Received (12377 milliseconds): <translateitem>[returnparams:diag:1369069611135]</translateitem>
]]> 
</systemcheck>
</status>

Real-time diagnostics

This information is intended to allow customers the ability to see if everything seems to be functioning correctly as well as performance metrics. Some of the items monitored here are:

Diagnostics items — Events that occur within the application that may be important to know information about how often they occur and performance.
Server connections — Information about the BMC Remedy AR System servers that the ESChat or CNS servlet is connected to.
Socket connections — Information about systems connected to an ESChat or CNS servlet.

For more information about viewing the diagnostics page, see ESChat diagnostics parameters and Running the CNS diagnostics.

Diagnostics items

Diagnostics items appear in the format of a name followed by a count of how many occurrences have transpired followed by other information such as when the last one was as well as average, min, and max times to perform the action.

As described in ESChat diagnostics parameters and Running the CNS diagnostics, you can reset the diagnostics items. You can either completely clear existing diagnostics or display both the previous and updated values. Use this feature to check and compare performance, such as comparing startup and normal loads or checking peak load performance.

The following table describes the available diagnostics items for the ESChat and CNS servlets.

ESChat and CNS diagnostic items

Diagnostic item	Description
AIML	The time that a request to the AIML processor take to complete. This includes all requests including those that do and do not return any results.
AR Connections Created	The number of server connections made from ESChat to BMC Remedy AR System
CNS Check	The ESChat module making requests to the CNS servlet via a socket checking for updates to chat sessions.
ESChat Socket Connections	The number of connections to the specified ESChat or CNS servlet from other modules.
Get AR Data rkm	Get AR Data is a generic internal method and the specific data request in this example is BMC Remedy Knowledge Management data. This indicates the time to request a search to BMC Knowledge Management and return results.
Logins	Logins via the ESChat module (Self Service Portal users) or CNS servlet.
MCR Creates	The creation of a Master Chat Record (MCR) indicates the start of a new chat session.
MCR Submits	Additional updates to existing MCR for Self Service Portal users for chat sessions that are already started.
MCR Updates	Total number of Master Chat Record (MCR) updates, including both MCR Creates and MCR Submits.
RKM MultiForm Search	The request to a BMC Remedy AR System Search form. In this case, this is the same as Get AR Data rkm.
SupportBot Ping	The connections from each Java plugin to ESChat or CNS and a continual ping to verify that the connection is valid and working properly.
XML Results rkm	The number of attempts from the SupportBot Plugin (Java plugin) on the BMC Remedy AR System server to retrieve the results or a BMC Remedy Knowledge Management search.
XML Search rkm	The umber of attempts from the SupportBot Plugin (Java plugin) on the BMC Remedy AR System server to issue a search.

The following example shows Master Chat Record (MCR) creates from ESChat when new chats are started. It shows that 6 new creates have occurred with the most recent on 5/20/2013 at 9:30 AM. The average time to create the MCR was 8847 milliseconds with a minimum time of 20 milliseconds and a maximum of 3092 milliseconds. It's an example of a system starting up and having skewed results.

MCR Creates: 6 Last:05/20/2013 09:30:22 MDT Ave:8847ms/8.8475s Min:20ms/0.02s Max:30926ms/30.926s

The following example shows the ESChat diagnostic items.

<diagnosticsitems>
 <![CDATA[ 
Start Mon May 20 09:29:10 MDT 2013
AIML: 9 Last:05/20/2013 09:31:46 MDT Ave:9502ms/9.502444s Min:255ms/0.255s Max:83417ms/83.417s
AR Connections Created: 2 Last:05/20/2013 09:29:44 MDT Ave:16878ms/16.8785s Min:71ms/0.071s Max:33686ms/33.686s
CNS Check: 518 Last:05/20/2013 11:00:44 MDT Ave:58ms/0.058982626s Min:1ms/0.001s Max:30004ms/30.004s
ESChat Socket Connections: 5 Last:05/20/2013 09:30:12 MDT Ave:0ms/0.0s Min:0ms/0.0s Max:0ms/0.0s
Get AR Data rkm: 2 Last:05/20/2013 11:00:57 MDT Ave:1245ms/1.245s Min:1209ms/1.209s Max:1281ms/1.281s
Logins: 5 Last:05/20/2013 11:00:06 MDT Ave:25ms/0.025799999s Min:18ms/0.018s Max:44ms/0.044s
MCR Creates: 6 Last:05/20/2013 09:30:22 MDT Ave:8847ms/8.8475s Min:20ms/0.02s Max:30926ms/30.926s
MCR Submits: 10 Last:05/20/2013 09:30:22 MDT Ave:6598ms/6.5983s Min:13ms/0.013s Max:30926ms/30.926s
MCR Updates: 4 Last:05/20/2013 11:03:10 MDT Ave:3224ms/3.2245s Min:13ms/0.013s Max:10542ms/10.542s
RKM MulitForm Search: 2 Last:05/20/2013 11:00:57 MDT Ave:1245ms/1.245s Min:1209ms/1.209s Max:1281ms/1.281s
SupportBot Ping ARPluginInfo@10cface:
     7665 Last:05/21/2013 09:06:35 MDT Ave:1ms/0.0010164384s Min:1ms/0.001s Max:21ms/0.021s
SupportBot Ping ARPluginInfo@118cb72:
     7654 Last:05/21/2013 09:08:28 MDT Ave:1ms/0.001024301s Min:1ms/0.001s Max:21ms/0.021s
SupportBot Ping ARPluginInfo@161b0bc:
     15581 Last:05/20/2013 11:07:12 MDT Ave:1ms/0.0010266351s Min:1ms/0.001s Max:23ms/0.023s
SupportBot Ping ARPluginInfo@161def0:
     15618 Last:05/20/2013 11:01:05 MDT Ave:1ms/0.0010166474s Min:1ms/0.001s Max:40ms/0.04s
SupportBot Ping ARPluginInfo@1945a5a:
     16159 Last:05/20/2013 09:30:32 MDT Ave:2ms/0.002364379s Min:1ms/0.001s Max:21792ms/21.792s
XML Results rkm: 2 Last:05/20/2013 11:00:57 MDT Ave:1ms/0.001s Min:0ms/0.0s Max:2ms/0.002s
XML Search rkm: 2 Last:05/20/2013 11:00:57 MDT Ave:1503ms/1.503s Min:1467ms/1.467s Max:1539ms/1.539s
]]> 
</diagnosticsitems>

Server connections

The <servers> structure includes information about the BMC Remedy AR System servers that the ESChat or CNS servlet is connected to.

<servers>
  <![CDATA[ 
ar81
     Start Time: 05/20/2013,09:29:44,MDT
     Connection Status: Connected [User Validated: 05/22/2013,06:24:03,MDT]
     Connected Time: 1 days 20 hours 54 minutes 19 seconds
     User: MYES_SS_ADMIN
     Admin: Yes
     Impersonate: 
     Connections Lost: 0
ar81:rkmsearch
     Start Time: 05/20/2013,09:29:51,MDT
     Connection Status: Connected [User Validated: 05/22/2013,06:24:03,MDT]
     Connected Time: 1 days 20 hours 54 minutes 12 seconds
     User: MYES_SS_ADMIN
     Admin: No
     Impersonate: [USER]
     Connections Lost: 0
]]> 
</servers>

Socket connections

The <socketconnections> provides information about socket connections from another system to the specified ESChat or CNS servlet.

The information is listed by the IP address of the system connected to the servlet. The details of the most recent request are also displayed. In real time, you can make a request, refresh the diagnostics page, and see which SupportBot Plugin the request is routed through.

192.168.100.242 Socket[addr=192.168.100.242/192.168.100.242,port=49920,localport=6226]
     Connection Status: Connected
     Start Time: 05/20/2013,11:06:52,MDT
     Connected Time: 1 days 19 hours 17 minutes 10 seconds
     Requests: 1 Last: 05/20/2013,11:07:03,MDT [ESCHATPUSHFIELDS]<fa>supportbotresponse</fa><params>&ua=supportbotupdate&sid=DIAGNOSTICS_L4WLN2HOUQ</params><pflist><pf><pfid>800001035</pfid><pfval><translateitem>[returnparams:diag:1369069611135]</translateitem>[CHATDIAGNOSTICS][DIAGNOSTICS AIML:258][SEARCH:Diagnostics Startup Check 2013-05-20 11:06:51[RETURNPARAMS:DIAG:1369069611135]][RESULTS:[returnparams:diag:1369069611135]][/DIAGNOSTICS][/CHATDIAGNOSTICS]</pfval></pf></pflist>
     Pings: 15582 Last: 05/22/2013,06:23:58,MDT [PING]Support Bot Plugin[DIAGNOSTICS SupportBot Ping ARPluginInfo@161b0bc:1][/DIAGNOSTICS]