BMC Helix ITSM Health Check dashboard

The BMC Helix ITSM Health Check dashboard provides information about the AR system forms. AR administrators use this information to track the system activity, spot issues early, and fix problems in areas such as BMC Helix ITSM application performance, email, integrations, CMDB updates, and overall system health.

The dashboard shows the consolidated metrics from multiple sources, such as Full Text Search (FTS), BMC Helix Digital Workplace (DWP), Command Automation Interface (CAI), notification engines, and SQL and API performance to monitor the health of BMC Helix ITSM applications.

Example: View the dashboard metrics to identify issues

Garry is an AR administrator who works in Apex Global. He wants to quickly verify the health of the BMC Helix ITSM applications. He accesses and views the BMC Helix ITSM Health Check dashboard. He analyzes the form data and realizes that one of the SQL queries for the form that is specified in the "Longest running SQL" panel shows a high running time. He informs the appropriate team member to investigate and troubleshoot this issue.

To view the dashboard

1. From the navigation menu, click Dashboards.

2. Click the Helix Status Insights folder and then click ITSM Health Check.

Panels in the BMC Helix ITSM Health Check dashboard

Panel	Description
ITSM Application Health
FTS Pending Record Count	Displays the number of records that are currently waiting to be indexed by the Full Text Search (FTS) system.
Application Pending Count	Displays the count of application-level records, such as incidents, change requests, or service requests that are in the pending state.
DWP Requests Pending Creation	Displays the count of service requests that are yet to be created in BMC Helix ITSM.
SYS: Action Count	Displays the count of records that are processed during a Data Wizard action, such as bulk update.
FTS: Pending Record - Reindex Count	Displays the number of records that are queued for reindexing in the FTS system.
Pending Approvals - Last 5 minutes	Displays the number of approval requests that entered a pending state in the last five minutes.
CAI: Events Count	Displays the count of Command Automation Interface (CAI) events that are generated to trigger actions such as creating tasks, updating records, or initiating workflows in other systems.
NTE: SYS-NT Process Control Count	Displays the count of notification events that are processed by the notification engine.
Data Management Jobs	Displays the count of jobs that are managed through the Data Management Console and are used for tasks, such as data migration, updates, and bulk operations.
CAI: Events Error Description Count	Displays the number of CAI events that encountered errors during execution.
Email System
Incoming Emails Received	Displays the number of emails that are received by the system.
Outgoing Emails Sent	Displays the count of emails sent out by the system.
Email Errors	Displays the count of email messages that failed due to errors.
Incoming Emails Received	Displays the line chart indicating the trend of emails that are received.
Outgoing Emails Sent	Displays the line chart indicating the trend of emails that are sent out.
Integrations
Service Account Authentications	Displays the count and other details for service accounts, such as users who accessed the accounts and when they were last authenticated.  Important The default configuration is set to the Helix Single Sign-On authentication, such as svc%. To use a different naming convention, update these values by configuring the panel.
Systems Pushing to ITSM	Displays the count and other details of external or internal systems integrated with BMC Helix ITSM to create or update records. These systems are integrated via BMC Helix Integration Service and Multi-Cloud Broker.
CMDB
RE:Job_Runs_Count	Displays the number of reconciliation jobs that were run for reconciliation activities. A high number of job runs indicates that old records are not archived or deleted, which can lead to performance degradation.
RE:Job_Events_Count	Displays the number of event records generated and stored during reconciliation job runs. A high number of records can impact system performance and increase database storage usage.
RE:Job Runs Count - Failed	Displays the number of reconciliation job runs that failed. A high number of failed jobs indicates system instability and misconfigured reconciliation jobs.
Unsuccessful/Continuous Recon Jobs (RE: Job_Runs)	Displays the details of jobs that fail to complete or run continuously due to their configuration, leading to performance issues and large amount of data accumulation.
Failed Reconciliation/Normalization Count	Displays the details of reconciliation or normalization jobs that failed.
Longest Running SQL
Schema Lookup	Displays the schema IDs and names associated with AR system forms.
Field Lookup	Displays the fields defined within an AR system form, which helps understand how data is captured, displayed, and managed in AR system applications.
Record Count of Form - AR System Application State	Displays the total number of records in the AR System Application State form, which is used to manage the development state of deployable applications.
Server Statistics - Longest SQL	Displays the details of the SQL queries for which the AR system server took a long time to process. Use these queries to identify and troubleshoot performance bottlenecks.
Longest Running APIs
Server Statistics - Longest APIs	Displays the details of APIs with long processing time on the AR system server. Use this information to identify and troubleshoot issues in API operations.
RLS Queries
AR System - RLS Autodiscovery	Displays the details of slow row-level security (RLS) queries that exceed the configured threshold. These queries can impact performance.
Self-Service Request Health
Self-Service Digital Workplace (DWP) Requests Waiting on Approvals	Displays the details of self-service requests that are waiting for approval from designated approvers.