How to Debug Watchtower Issues on RCP Production
Issue 1#
Watchtower “XYZ” is not getting trigger
Pre-requisite: Ask end user for which day/hour/quarter issue needs to be debug if no information is
given
Debug Process
1. First check if Watchtower jobs are enabled or not, if jobs are enabled then follow below steps.
2. Open Watchtower and check on Builder whether the requested Watchtower is enable or
disable. If Watchtower is disable it will not get trigger, if enable follow below steps.
3. Edit it, and check the threshold condition taken by the user with PM data for the requested
day/time/quarter
4. If PM data is not getting generated for the requested KPI then Watchtower will not execute the
rule if PM data is getting generated follow below steps.
5. Check if condition given by the user in Watchtower is getting satisfied or not with PM data. For
this download PM report for the given KPI and time for which user is facing issue.
6. If given condition by user in Watchtower is not getting satisfied with PM data, then Watchtower
will not trigger
7. If condition is getting matched, then check if flow files are not getting stuck or flow files are not
in queue
In this type of cases we have commonly observed that
User defined threshold condition was not getting satisfied with PM data
Flow files were stuck due to which Watchtower were not getting triggered
PM data is not generated, or data generated with delay
Jobs were disabled
Issue 2#
Auto TT is not get generated for “XYZ” Watchtower
Pre-requisite: Ask end user for which day/hour/quarter issue needs to be debug if no information is
given
Debug Process
1. First check if Watchtower jobs are enabled or not, if jobs are enabled then follow below steps.
2. Open Watchtower and check on Builder whether the requested Watchtower are enabled or
disable. If Watchtower is disable it will not get trigger, if enable follow below steps.
3. Edit it, and check the threshold condition taken by the user with PM data for the requested
day/time/quarter
4. If PM data is not getting generated for the requested KPI then Watchtower will not execute the
rule if PM data is getting generated follow below steps.
5. Check if condition given by the user in Watchtower is getting satisfied or not with PM data. For
this download PM report for the given KPI and time for which user is facing issue.
6. If given condition by user in Watchtower is not getting satisfied with PM data, then Watchtower
will not trigger
7. If condition is getting matched with PM data, then verify Auto TT rule created for this
Watchtower.
8. For Auto TT rule, navigate to Service Desk -> Incident Control Center -> Auto TT Configuration ->
Select Correlation Type tab
9. Apply filter for Correlation Type (Watchtower) and Correlation Name (Watchtower name)
10. Edit the Auto TT rule
11. Scroll down and verify Incident merging logic
12. If user has selected Default merging, then Watchtower will merge incident based on this logic
If user has selected Custom merging, then Watchtower will merge incident based on this logic
If user has selected Do not merge, then Watchtower will create new ticket for every incident
when any violation will come from Watchtower
In this type of cases we have observed that
User had taken ‘Default Merging’ logic and incident were getting merged in old ticket. End user
had limited understanding of Incident merging logic and issue was raised.
PM data was getting generated with delay due to which Watchtower got triggered with delay
and thus caused delayed in generating Auto TT
Issue 3#
RTTs (Auto TT) are getting generated for mentioned KPI without any dip in that KPI.
Pre-requisite: If no information is given ask end user Watchtower name and for which day/hour/quarter
issue needs to be debug.
Debug Process
1. Edit given Watchtower and find the trigger condition and KPI
2. Create PM report for the same KPI according to the given user condition in Watchtower for
day/hour/quarter for which issue needs to be debug
3. Verify the trigger condition in Watchtower with PM report
In this type of cases we have observed that Watchtower was getting triggered and user condition was
getting satisfied due to which violation occurred and Auto TT got generated. User had not verified his
trigger condition correctly with PM data.
Issue 4#
Watchtower email notifications are not working for “XYZ” Watchtower
Pre-requisite: If no information is given ask end user Watchtower name and for which day/hour/quarter
email was not received.
Debug Process
1. First check if Watchtower jobs are enabled or not, if jobs are enabled then follow below steps.
2. Open Watchtower and check on Builder whether the requested Watchtower is enable or
disable. If Watchtower is disable it will not get trigger, if enable follow below steps.
3. Edit it and check whether user has taken Send Email template or not in Action node. If Send mail
is taken, then follow below steps.
4. Check the threshold condition taken by the user with PM data for the requested
day/time/quarter
5. If PM data is not getting generated for the requested KPI then Watchtower will not execute the
rule if PM data is getting generated follow below steps.
6. Check if condition given by the user in Watchtower is getting satisfied or not with PM data. For
this download PM report for the given KPI and time for which user is facing issue.
7. If given condition by user in Watchtower is not getting satisfied with PM data, then Watchtower
will not trigger, and no email notification will be sent.
8. If condition is getting matched, then check if flow files are not getting stuck or flow files are not
in queue. If no issue in flow files, then check below step
9. Check whether SMTP server is working or not and if working then its limit is reached or not.
In this type of issue, we have one of the following:
Watchtower condition was not getting satisfied for requested duration
Flow files were stuck and due to which Watchtower was not triggered
PM data was not getting generated, so Watchtower not executed
SMP served limit was reached
PM data was generating with lot of delay so received email with lot of delay