Diagnostics Tool in IT360

This section is common to all editions of IT360 - Professional Edition, Enterprise Edition [Central Server and Probes], MSP Edition [Central Server and Probes].

The Diagnostic Tool in IT360 helps you identify a problem, provide valuable information about the problem and also suggest a solution. Diagnosis happens in two modes:

Services mode and,
Log parsing

The problems are defined in four states:

Error [represented by a circle in Red]
Warning [represented by a circle in Orange]
Discard [represented by a circle in Grey]
Clear [represented by a circle in Green]

When a problem is of a high severity, it is shown in Error state [red]; when a problem is of a lesser severity, it is shown in Warning state [Orange]. When a corrective action is taken, manually or automatically, the Error / Warning state moves [automatically or manually] to a Discard state [Grey]. There are situations when corrective actions happens automatically from within the system, without any manual intervention. For such Errors / Warnings, the state changes to Clear during the next polling. There are situations when a manual corrective action is required. Under such conditions, you need to manually change the Error / Warning state events to Discard [after taking the corrective action].

For a list of problem diagnosis supported currently, please see the Table below. You will also find information on whether the diagnosis happens in the Service mode or by Log Parsing and whether the Action / Solution is automatic or manual.

S.No.	Description	Expected Result	Severity	Action Type - Automatic or Manual?	Action	Diagnosis- Services mode/Logfile Parsing?
1	IPv6 Test: To check if IPv6 is enabled in the machine where IT360 is installed	IPv6 enabled / disabled	Warning	Manual	Disable IPv6	Services
2	Antivirus Software Detection: To check whether any antivirus related software is running in IT360 installed machine like McAFee, Nortan, Veritas, Symantec and kaspersky	Show the Running / Installed AV software	Error	Manual	Add exception to IT360 / mysql installed folder	Services
3.	Free Disk-space: Check free space available for IT360 installed drive / location (Ex: C:/)	Shows the exact free space available in machine in GB	Warning	Manual	Allocate more space if it is less than 5 GB	Services
4	Installed RAM: RAM installed in machine where IT360 runs Available RAM: Actual RAM available in the machine where IT360 runs	Shows the installed RAM in GB Shows the available RAM in MB / GB	Warning	Manual	Ensure that a minimum of 8 GB RAM is installed.	Services
5	IT360 MySQL Database status	Shows the status of IT360 MySQL database DB failover, if database connection is lost	Error	Manual	Restart IT360 service. Send the logs for analysis to IT360 support. Also, check if AV scanning is excluded in the folder where MySQL is ionstalled.	Services
6	ServiceDesk MySQL Database status in Central Server	Shows the status of IT360 MySQL database DB failover, if database connection is lost	Error	Manual	Restart IT360 service. Send the logs for analysis to IT360 support. Also, check if AV scanning is excluded in the folder where MySQL is ionstalled.	Services
7	Central-Probe communication: Data Sync up for each probe associated to central server	Shows the status of each probe	Error	Automatic		Services
8	Periodic check for each module / applications under IT360 service. Also, Check for proper running of wrapper/java/mysql for each module service	Shows the status of each service	Error	Automatic		Services
9	Service module communication. Ex: APM-OPM communication established by launching the URL	Shows the status of each communication established	Error	Automatic		Services
10	DNS Issue found in Probe: probe hostname is not getting resolved.	Check / update DNS	Error	Manual		Services
11	Incompatible Build Number:	Incompatible Build Number message Shown	Error	Manual	Proper build to be installed	Log Parsing
12	Incompatible Server Edition:	Incompatible Server Edition message Shown	Error	Manual	Compatible edition to be installed	Log Parsing
13	Already Probe Server registered:	Probe Server registration message Shown	Error	Manual	Cross-check probe registration in central or remove the probe registration in Central Server	Log Parsing

Diagnostic Polling Interval [DPI]

IT360 defines a separate polling for each diagnostic depending on criticality and load. The DPI is configurable [should you face any performance issues]. Please contact it360-eval@manageengine.com for assistance.

Note 1: DPI works only when IT360 is running. However, when IT360 is not running, you may use the scripting option for performing diagnostics.

Note 2: The regular Health / Availability Polling is different from DPI and they work independent of each other.

The Diagnostics Message Boards

The 1-line Message Board

This is seen on the Top of IT360 GUI. It displays the Color coded status, a brief message and the duration in Hours:Minutes:Seconds, since the event occured. Clicking on the Down arrow diaplays the 7 line Message Board.

The 7-Line Message Board

The latest 7 diagonised events that are in Error state or Warning State are displayed at the top in the IT360 GUI, in a chronological order with the latest event shown first. The first column shows the color coded status, the second column shows the description in brief, the third column shows the time when the event occured. Currently, it is designed to display seven events. Clicking on the Right arrow shows the diagnostics event in detail. It suggests the solution / corrective action for the diagonised event. Also, this view provides you with the option to "discard" the Error / Warning event and also annotate / comment on each event. You also have the option to see the "History" of the event.

When you want to see all the events [not just 7, but all], including the discarded ones, click on the "Show All" link. This "All Events List" displays all the events.

The All Events Message List

This lists all the diagonised events including the Error, Warning and Discard states. The first column diaplays the Colour Coded Status. The second column displays the Time of the event, the third column displays the Message brief, the fourth column describes the diagnostic event in detail. Clicking on any Message or Description displays the Diagnostic Event History.

Using the Diagnostics Tool when IT360 is not running [offline]

The Diagnostics Tool can be used even when IT360 is down, by invoking <IT360-Home/bin/diagnosticInfo.bat>. All the diagnostics are started / run and the output is logged in <IT360-Home/logs/diagnostics/>. The Diagnostic Tool makes available the diagnostic data, even when IT360 is down for some reason.

Logging of Diagnostic Events

All Diagnostic events are logged under the folder <IT360-Home/logs/diagnostics/>. You notice two different log types:

online logs [log filename: diagnostic0.txt, diagnostic1.txt, diagnostic2.txt and so on]
offline logs [log filename: offlinediagnostic0.txt, offlinediagnostic1.txt, offlinediagnostic2.txt and so on]

All the diagnostic logs that are generated in the Services mode fall under the online logs.All the diagnostic logs that are generated after invoking <IT360-Home/bin/diagnosticInfo.bat> fall under the offline logs. [IT360 is up and running in both these cases]

All diagnostics done when IT360 is offline [not running] fall under the offline logs [that are generated by invoking diagnostic scripts].

The file size limits and naming conventions are as per current log file configurations supported in IT360.

Users and Role Management

The Diagnostics Message Boards are accessible and viewable only by the Administrator role.