Serviceability API Parameters

Parameters are optional unless otherwise noted.

Parameter

Description

Notes

chatGatewayStatus

The current status of the Customer Collaboration Platform Chat Gateway that is used for integration with Facebook Messenger and any other messaging service.

  • status - one of the following:

    • CONFIGURED: valid configuration with at least one channel

    • NOT_CONFIGURED: service has not been configured with any channels

    • ERROR: it is possible that the service failed to read configuration and is in an ERRONEOUS state, or the service itself is DOWN or UNREACHABLE

  • channels - A list of channels that are currently configured, and their status (This will be missing if the status is NOT_CONFIGURED or ERROR)

  • channel - The status of an individual configured channel

    • type - The type of this channel. Example: FACEBOOK_MESSENGER

    • enabled - will be true if the channel is configured and enabled

    • lastFailureTimestamp - An epoch value containing the timestamp of the last failure that occurred in this channel. Useful for tracking any intermittent failures etc. This is reset each time the configuration for that channel changes.

configuration

An XML representation of all configuration objects in the system.

This is the same XML that the API produces and consumes.

diskusage

Reports on the total size in bytes and remaining usable bytes for each partition on the disk.

In large deployments, the partitions reported for both total and usable size will be:

  • activePartition—main OS partition. Contains config database. Mounted on /.

  • inactivePartition—inactive side used to upgrade. Will be activePartition after a switch. Mounted on /partB.

  • commonDatastorePartition—social contact datastore. Both Cassandra and Solr data files. Mounted on /common.

eventingInfo

Statistics about the Eventing Subsystem which publishes social contact state change events to XMPP clients using the embedded XMPP server.

  • dsNfyMsgsRcvd: the number of social contact state change messages received from the data store.

  • xmppEventsSent: the number of xmpp events successfully sent by this notifier.

  • xmppEventFailed: the number of failed xmpp notification attempts.

  • xmppEventDropped: the number of xmpp events that were dropped because the output queue was full.

  • outQueueDepth: the number of items in the output queue.

  • outQueueWait: the average amount of time between when an xmpp event is queued and when it is sent.

  • connectionStatus: one of the following states:

    • CONNECTED: successfully connected to the embedded XMPP server.

    • DISCONNECTED: the notifier is unable to connect to the configured server.

    • DISABLED: the notifier is not enabled.

    • BAD_CONFIGURATION: the notifier is not configured correctly and is unable to attempt to make a connection.

feedstatuses

Any number of FeedStatus elements containing the last known status of every feed in the system that is currently being fetched because at least one campaign has that feed configured in it.

See Feed statusDescription Values.

FeedStatus can include this information:

  • FETCH_SUCCESS_RATE: calculated based on the last 10 fetches: FetchSuccessRate = ((FetchSuccess / (FetchSuccess+FetchFailure))/100). Applies to these classes: ccp-feeds and ccp-webapp.

  • LAST_GOOD_FETCH_TIME: applies to classes ccp-feeds and ccp-webapp.

filterStatuses

FilterStatus elements containing the last known status of every filter in the system.

  • name: filter name

  • status: NORMAL or FILTER_EXECUTION_ERROR (for script filter). As the runtime does not track whether a filter is in a campaign, that information is not available in filter status.

  • status description: a detailed error message in the case of a script filter processing error. Otherwise, normal.

  • timeSinceLastExecution: the time in seconds since the last processing of the script filter. For all other filter types and for a script filter that has never been processed since runtime started, returns -1.

hardware

The status of the hardware SMALL, LARGE, UNSUPPORTED.

diskOneSize: size of disk 1.

diskTwoSize: size of disk 2.

diskOneStar: start byte of disk 1.

diskTwoStart: start byte of disk 2.

memory: total physical memory.

numberOfCpus: total number of cpus(cores).

type: SMALL, LARGE, or UNSUPPORTED. Is determined by looking at the values listed above and comparing them to known ovf values.

jvmStats

Statistics about each running Java Virtual Machine (JVM) on the server. These are the same as the serviceStates category.

The stats for each JVM are:

  • connectionName: the name and JMX URL (only accessible from the local machine) of the JVM.

  • cpuPercentageSamples: samples of the percentage of CPU used by this JVM. Each sample is a 30 second interval. Five days of samples are kept.

  • heapSamples: samples of the total heap usage in MB. Each sample is a 2 minute interval. One week of samples are kept.

  • heapSlope: the slope of the graph of the heapSamples. After a long period of uptime this should be very close to 0 (flat slope) indicating no heap memory leakage over time. Over short periods the slope is not useful because of the volatility of the heap usage.

  • uptime: elapsed time since this JVM started in milliseconds.

  • uptimeString: a human readable version of uptime.

notifiers

The status of the notification services for this server.

For "email", "im" and "http" notification types, associated data are

  • type: the type of notification sent by this notifier.

  • notificationsSent: the number of notifications successfully sent by this notifier.

  • notificationsFailed: the number of failed notifications.

  • notificationsDropped: the number of notifications that were dropped because the output queue was full.

  • outQueueDepth: the number of items in the output queue.

  • outQueueWait: the average amount of time in milliseconds between when a notification request is queued and when it is sent.

  • ConnectionStatus:Can be one of

    • CONNECTED: the notifier successfully connected to the configured server.

    • DISCONNECTED: the notifier is unable to connect to the configured server.

    • DISABLED: the notifier is not enabled.

    • BAD_CONFIGURATION: the notifier is not configured correctly and is unable to attempt to make a connection.

notifiers

For "connection to cce" notification type, associated data are

  • type: connection to cce.

  • notificationsSent: the number of tasks successfully allocated to an agent by cce.

  • notificationsFailed: the number of tasks failed to find an agent.

  • notificationsDropped: the number of tasks that were dropped because there was no connection to cce.

  • outQueueDepth: the number of tasks currently being processed by cce.

  • outQueueWait: 0.

  • ConnectionStatus: Can be one of

    • NOT_ESTABLISHED: CCE configuration for multichannel routing is disabled.

    • LISTENING: listening for incoming connection from CCE media routing PG.

    • ESTABLISHING: establishing connection from CCE media routing PG.

    • ESTABLISHED_ ROUTING_ ENABLED: established connection with CCE media routing PG.

notificationRule Statuses

Status and statistics for each notification rule.

  • id: the id of the notification rule.

  • name: the name of the notification rule.

  • type: the type of notification rule.

  • status: an explanation of the status for the most recent notification sent.

    • success: the number of notifications that were successfully sent.

    • failure: the number of notifications that failed to be sent.

    • total: The total number of notifications processed.

  • statusReason: Reason code for the current status.

    • NOTIFICATION_

      STATUS_

      UNEXPECTED_

      ERROR

    • NOTIFICATION_

      STATUS_

      NORMAL

    • NOTIFICATION_

      STATUS_BAD_

      CONFIGURATION

    • NOTIFICATION_

      STATUS_

      CONNECTION_

      PROBLEM

    • NOTIFICATION_

      STATUS_

      AUTHENTICATION_

      FAILED

    • NOTIFICATION_

      STATUS_CCE_

      ROUTING_PROBLEM

    • NOTIFICATION_

      STATUS_

      NO_CONNECTION_

      TO_CCE

    • NOTIFICATION_

      STATUS_

      CCE_MESSAGE_

      QUEUE_FULL

    • NOTIFICATION_

      STATUS_

      RATE_LIMITED

  • statusReasonDescription: an explanation for the current statusReason code.

  • statusChangeTime: time when the status was last changed.

serviceStates

Get the state of services.

Values for serverState can be:

  • SERVER_STATE_API_INIT: the Serviceability API is initializing. This is the state when the API is first started.

  • SERVER_STATE_UNREACHABLE: the API can't connect to the Runtime, Datastore, or Indexer Server to check the state either because the service is down,stopped, or because of other errors.

  • SERVER_STATE_IN_SERVICE: the Runtime, Datastore, or Indexer server is in service.

  • SERVER_STATE_PARTIAL_SERVICE: the Runtime, Datastore, or Indexer server is waiting for another component or sub-component to start or recover from an error. No new social contacts are returned when the service is in partial service.

sessionInfo

A list of current sessions (ip address:username combination.

This is used to indicate active sessions and calculate approximate number of logged in users.

subsystems

Get critical subsystem parameters.

This category reports the same type of information as the systemInfo category, but reports on only the following critical properties:

  • PeakThreadCount

  • TotalStartedThreadCount

  • ThreadCount

  • CommittedVirtualMemorySize

  • FreePhysicalMemorySize

  • FreeSwapSpaceSize

  • MaxFileDescriptorCount

  • OpenFileDescriptorCount

  • ProcessCpuTime

  • SystemLoadAverage

  • TotalPhysicalMemorySize

  • TotalSwapSpaceSize

Accessing the subsystems category has less impact on system performance than accessing the systemInfo category.

systemInfo

Get all available system parameters.

Important! Accessing this category forces the system to dump all system parameters into a large XML file. System performance is greatly inhibited while the snapshot is created.

systemConditions

Get a list of SystemCondition elements describing persistent states reported by the services.

systemPerformance

socialContactsPerHour: This value will be displayed in the Admin gadget along with an icon to show the user if they are in the safe (< 8,000), warning (between 8,000 and 10,000), or critical range (> 10,000).

The socialContactsPerHour comes from the ReportingIntervalStatsMbean. It retrieves the number of social contacts every 15 minutes and then to get the social contacts per hour it averages the last 4 intervals.

version

Application version information.

Shows the currently installed version of Customer Collaboration Platform and the prior version of Customer Collaboration Platform.

host

The URL of the email server.

port

The port used by the email server.

folder

The name of the folder in the email server.

username

The email address used to connect to the email server.

password

The password used to connect to the email server.