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Troubleshooting In Progress

Introduction | Video | Tip 01 | Tip 02 | Tip 03 | Tip 04 | Tip 05 | Tip 06


 

Introduction

 

The video below demonstrates how to navigate to and interpret the Troubleshooting Form when the Troubleshooting is in Progress.


 

Video (1 min :: 30 secs)

 


Time Stamps:


0:13 - Retrieving information about the Troubleshooting from the Form

  • The Troubleshooting Form offers a comprehensive summary of the analysis, including various aspects such as the Troubleshooting progress, the number of ServiceNow Discovery Logs, and the status of the Troubleshooting.


0:51 - Additional metrics on the Progress of the Troubleshooting

  • Additionally, it displays the timestamps relating to the creation, initiation, and updates of the specific Troubleshooting.


 

Tip 01: Hints

 

Mouse-over the attributes on the Troubleshooting Form to read the Hints, which further explain what each attribute is.


 

Tip 02: Control the Troubleshooting with UI Actions

 

To cancel an active Troubleshooting, click the { Cancel } UI Action on the Troubleshooting Form.

The { Cancel } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Analysis in Progress.


To pause an active Troubleshooting, click the { Pause } UI Action on the Troubleshooting Form.

The { Pause } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Analysis is Progress.

{ Pause } stops the Analysis in Progress, so nothing is running in the background and retains the current progress of the analysis, so it can resume seamlessly.

To resume the paused Troubleshooting from the point where it was paused, click the { Resume } UI Action on the Troubleshooting Form.

The { Resume } UI Action is context sensitive and is only visible on the Troubleshooting Form when the Status = Paused.


Pausing and Resuming the Troubleshooting is helpful when we want to eliminate Discovery Admin as a variable during a platform upgrade or the remediation of a performance issue.


If you suspect the Troubleshooting is hung, reach out to the ServiceNow Platform Support team to check or manage Active Transactions.


 

Tip 03: Timestamps on the Troubleshooting Form (v9.3)

 

There are additional Timestamp Attributes on the Troubleshooting Form that capture various stages of the Troubleshooting. This eliminates the dependency on the out-of-the-box Updated attribute.


These attributes are arranged in ascending order starting from the bottom to the top on the right column on the Troubleshooting Form.


 

Tip 04: Info Messages on the Troubleshooting Form (v9.3)

 

Attributes on the Troubleshooting Form (Number, Progress, Incident Information) show contextual messages during the Initializing phase of Troubleshooting = Analysis in Progress and Troubleshooting = Generating Incidents.


Known Issue: The Info Message appears twice if the Pause and Resume are done in immediate succession on the Attribute: Number.


 

Tip 05: Audit History on the Troubleshooting Form (v9.3)

 

Audit History is enabled on the Troubleshooting Form to capture all transitions for Attributes: Status and Incident Information.


These details can be accessed via the 'History' option under the out-of-the-box Context Menu (visible by right-clicking the Form header).


 

Tip 06: TRBL History on the Troubleshooting Form (v9.5)

 

TRBL History at the bottom of Troubleshooting Form captures the progress of Troubleshooting including deeper insights into Attributes: Status and  Incident Information.

This information is available on the Troubleshooting Form, without the need for the 'admin' role.


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