Elevate Documentation


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Following are useful tips and instructions for ServiceNow users and administrators for operating, maintaining and troubleshooting the Elevate applications.

How to Adjust Logging Level

At times, it may be necessary to alter the default logging level of the Elevate Connector in order to troubleshoot an issue. To do so, execute the following steps:

  1. Go to Elevate Connector > Configuration > Settings & Configuration.
  2. Change the value of Logging Level from the default value of "Errors only (Recommended)" to "Debug".
  3. Click Update.

 

Remember to set the logging level back to "Errors only (Recommended)" when you are done.

Viewing Elevate Logs

Elevate application activity is logged in the System Logs. To view the logs:

  1. Go to System Logs > System Log > All.
  2. Search the Message field for *attivio (with the leading asterisk which is the contains operator).

For example, a failed endpoint test would resemble the following. The fact that the response is returning the source of the login page indicates an issue with the credentials passed:

...
[0000047] - {AttivioApiIngest : initializeResponse} - ENTERING function
[0000048] - {AttivioApiIngest : submit} - body: {"sessionTimeout":"-1","documentBatchSize":"30","orderedCommits":"false","commitInterval":"0","ingestWorkflowName":"ingestSNDocuments","messageResultListenerClass":"","messageResultListenerProperties":""}
[0000049] - {AttivioApiIngest : submit} - synchronous: true
[0000050] - {AttivioApiIngest : submit} - Auth Type: Credentials
[0000051] - {AttivioApiIngest : getCurrentUserParameterString} - ENTERING
[0000052] - {AttivioApiIngest : getCurrentUserParameterString} - LEAVING
[0000053] - {AttivioApiIngest : submit} - REST URI: http://www.example.com/...
[0000054] - {AttivioApiIngest : submit} - Sumitting request Directly to endpoint in a synchronous fashion
[0000055] - {AttivioApiIngest : submit} - Executing
[0000056] - {AttivioApiIngest : submit} - this.response: {
"methodUsed": 3,
"cookies": [],
"headers": [],
"error": false,
"errorCode": 0,
"errorMessage": "",
"statusCode": 0,
"body": "",
"correlator": "",
"networkDurationMs": 170,
"newSessionKey": ""
}
[0000057] - {AttivioApiIngest : populateResponseMetaData} - ENTERING function
[0000058] - {AttivioApiIngest : populateResponseMetaData} - MethodUsed: 3
[0000059] - {AttivioApiIngest : populateResponseMetaData} - SyncMethod: 2
[0000060] - {AttivioApiIngest : populateResponseMetaData} - MethodUsed & SyncMethod: 2
[0000061] - {AttivioApiIngest : populateResponseMetaDataFromResponseObject} - ENTERING function
[0000062] - {AttivioApiIngest : populateResponseMetaDataFromResponseObject} - typeof response: object
[0000063] - {AttivioApiIngest : populateResponseMetaDataFromResponseObject} - response body (truncated): <html id="login-page" class="grunticon attivio-tmpl-landing">
<head>
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="description" content="">
<meta name="viewport" content="width=device-width, initial-scale=1">
<meta http-equiv="Cache-Control" content="no-cache, no-store, must-revalidate">
<meta http-equiv="Pragma" content="no-cache">
<meta http-equiv="Expires" content="0">
<title>Attivio Login</title>
<link rel="styl
[0000064] - {AttivioApiIngest : populateResponseMetaDataFromResponseObject} - Status Code: 200
[0000065] - {AttivioApiIngest : handleStringResponse} - ENTERING Function
[0000066] - {AttivioApiIngest : assertStatusCodes} - ENTERING
[0000067] - {AttivioApiIngest : assertStatusCodes} - statusCode: 200
[0000068] - {AttivioApiIngest : assertStatusCodes} - validCodes: 200
[0000069] - {AttivioApiIngest : assertStatusCodes} - LEAVING
[0000070] - {AttivioApiIngest : handleStringResponse} - String Pattern Validation requested for pattern: ^"[a-zA-Z0-9-]+"$
[0000071] - {AttivioApiIngest : handleStringResponse} - EXCEPTION THROWN in (handleStringResponse):
[message]: Unexpected response body string format: <html id="login-page" class="grunticon attivio-tmpl-landing">
<head>
<meta charset="utf-8">
... (possibly truncated)
[name]: Error
 
[0000072] - {AttivioApiIngest : connect} - LEAVING
[0000073] - {AttivioApiIngest : getErrorInfo} - ENTERING Function
[0000074] - {ConnectorHelper : initialize} - ENTERING/LEAVING

Resolving Unhealthy Connectors

If a connector is reported as Healthy = false, you can likely reestablish a healthy status by executing the following steps:

  1. Click on the connector to access its configuration.
  2. Click the Reprocess Any Errors link. This will trigger the reprocessing of any of its jobs which had chunks that experienced errors.
  3. If the previous steps do not result in the connector reporting Healthy=true, see the How to Adjust Logging Level and Viewing Elevate Logs sections above  for instructions on adjusting the logging level and reviewing the logs.
  4. If you're unable to resolve the issue, contact Attivio.