NEW: Application Diagnostics

Introduction #

As of version 10.1 of the Quality Clouds application for ServiceNow, the application includes a new feature called “Application Diagnostics“, which allows application users to automatically trigger a review of the main parameters of the application configuration, as well as to scan the logs and application activity for errors. This allows easier troubleshooting of the application configuration if and when any issues should arise.

You can collect diagnostics on an ad-hoc basis, and analyse their results in order to pinpoint and correct any issues with the application configuration which may be affecting its normal operation.

Important: Note that diagnostics are meant as a debugging tool, to be used when issues arise in the functionality of the application. Some transient errors and warnings may appear if diagnostics are run at any point in time, which can be disregarded if there is no user input of incorrect application behavior.

How to trigger the collection of diagnostics #

In order to start the diagnostics collection process, access the App Configuration module in the Quality Clouds menu, and click on the “Run Diagnostics” related link at the bottom of the page.

Clicking on the related link will show this UI Message, which confirms that the collection of diagnostics has started:

The UI Message contains a link to the Diagnostic Results table, which shows the following information:

Column Name	Column Content
Diagnostic Execution ID	An auto-increment number which shows the id of the diagnostic collection execution. Typically only the latest id is relevant, as it contains the most up to date information.
Action	The recommended action to take if the diagnostic result is “Error” or “Warning”
Diagnostic	The details of what the particular diagnostic is checking.
Diagnostic Result	The result of the diagnostic verification. One of: Successful, Error, Warning.
Created	The timestamp at which the record was created. Records for the same Diagnostic Execution Id should be close in time. This field can also be used to focus on the latest information.

The image below shows an example of this table

Diagnostic Parameters #

As of version 10.1, collecting diagnostics will check the following application configuration parameters and activity. This list may be updated in the future with additional parameters based on new application functionality and user feedback.

Diagnostic	What is being Checked	Action if Error
Check if the current user has a valid API Key.	Make a query on API Key table with conditions: User == Current User Active == true	Create a valid API Key for your user from the QC portal and insert it in ServiceNow. Also, another user with a valid API Key can generate it for your user from ServiceNow instance.
Check if the current members of the QC groups have a valid API Key. QC groups → QC Admin, Peer Reviewers y App Config Group (QC User by default).	Get all the members of the QC groups and for each one make a query on API Key table with conditions: User == Group member user Active == true	Create a valid API Key for the users of the QC groups. This can be done with the “Generate Api Keys” link in the App Configuration.
Check if read-write user have the needed configuration (sys_properties, roles and API Key).	Check that the read-write user properties (username and password) are set. Check user has “QC Admin” role. Check user has active API Key.	Go to the module “Quality Clouds Guided Setup” –> “QC Roles, Groups & Users in ServiceNow” –> “Read-write QC user” and follow the needed configuration.
Check if QC Scheduled Jobs’ run-as users are set and have the needed configuration (roles and API Key).	Get the QC Scheduled Jobs run-as users and for each one: Check user has “QC Admin” role. Check user has active API Key.	Go to the module “Quality Clouds Guided Setup” –> “Review Scheduled Jobs” –> Check that there’s a user set for the 3 Scheduled Jobs and that the user has an API Key and QC Admin role.
Check if all the mandatory elements of the Global Component have been installed.	Check if the property x_qucl_qc_snow.all_global_comoponents_installed is set to “true”, as this property should contain the installation status of the Global Component Intsaller elements.	Go to the module “Global Component Installer” and click on “Install all Required Components” button.
Check if there are any HTTP calls with error in the last 24 hours.	Make a query on HTTP logs table with conditions: Endpoint == QC endpoint Response Status != 200 Created on last 24 hours.	Go to the Outbound HTTP logs and contact Quality Clouds support with the errors for further analysis.
Check if there are any errors in the Application logs in the last 24 hours.	Make a query on Application logs table with conditions: Source == Quality Clouds scope Level == Error Created on last 24 hours.	Go to the Application logs and contact Quality Clouds support with the errors for further analysis.
Check weather the approver users from QC portal are added into the Quality Clouds Peer Reviewers group in ServiceNow.	Get all the QC users that are set as approvers from server side and search each one (by the email) in the members of the group “Quality Clouds Peer Reviewers”. Note: This validation is only triggered when the setting “Write-off workflow managed in app“ is set to true.	Add the missing QC portal approvers into the Quality Clouds Peer Reviewers group, so they can approve/reject write-offs from ServiceNow instance as well.
Check if there are any QC events on “Ready” state (not processed) in the last 7 days.	Make a query on Events Log table with conditions: Name STARTSWITH x_qucl_qc_snow State == Ready Created on last 7 days.	Go to the Event logs, check the unprocessed events and contact ServiceNow for support if needed.
Check if all the optional elements of the Global Component have been installed.	Make a query on Global Artifacts table with conditions: Active == True Mandatory == False Status != Accepted	Go to the module “Global Component Installer” and click on “Install all Optional Components” button.
Check if read-only user have the needed configuration (set in QC portal instance and roles).	Check that the read-only user is set in the record for the current instance. Check user has “QC User” and “snc_read_only” roles.	Go to the module “Quality Clouds Guided Setup” –> “QC Roles, Groups & Users in ServiceNow” –> “Read-only QC user” and follow the needed configuration.