Instance troubleshooter is a self-service tool to diagnose and resolve your ServiceNow platform issues. It is an OOB and free plugin for ServiceNow admins and a low-code way to fix some known issues. In more formal terms please find the definition below:

‘The application offers a simple user interface to start the troubleshooting process across various categories. Each product category checks for a set of issues on your instance and a results summary is shown within a few minutes on the screen. Customers can take action to implement the fixes and verify the issue resolution. If the issue still isn’t resolved, customers can create a case to ServiceNow Support.’

Few Points to Note:

• This tool is built on top of instance scan functionality and is a read-only application and doesn’t make any changes as per its findings.
• However, there is no overlap between the functionality and analysis of Instance scan and instance troubleshooter applications.
• This can be executed on any type of instance, but you would want to use it actively in your production.
• You can set the scan tasks priority and schedule them may be as frequent as every morning rather than spending boring human hours doing the same checks.

What does it provide?

Out-of-the-box San Diego Instance Troubleshooter v0.3 (yes it has been in existence since the Quebec release) has 19 products/services [a logical grouping of services] to offer. It provides a faster resolution time by minimizing dependency on HI support and maintaining a healthy instance. It empowers the customers in a way to run standards checks on their own. As of now, it is non-configurable however gives an opportunity to provide feedback.

What’s New in version 3.0?

• Support for 6 more products/services (ACL, Performance, Reporting, PA, Clone, Currency)
• 32 additional checks
• UX Enhancements

I am seriously delighted with the ACL’s checks and looking forward to how this application grows.

What can I do with the troubleshooter scan findings?

This application provides an opportunity to raise an internal task for the internal support team in case of failures and a predefined set of rules. You can also set up the schedule of scans. Cool right!

How is it different from Instance Scan?

Instance scan is again an OOB and free application that sits on any ServiceNow instance and can be executed on-demand as an opportunity to identify errant patterns and warning signs for developers. It assists in identifying in finding a scope of improvement. Instance scan sits in the middle of your development cycle i.e. [Develop > Validate (Instance Scan) > Test]. It is a continuous improvement process to catch issues sooner rather than waiting for something to go-live and cause troubles later. [Silent killers]

-Stay tuned for more detailed information on Instance Scan and when you can use it [spolier alert: always]

How Instance Troubleshooter is different from Instance Health Scan?

Instance health scan is a ServiceNow internal tool that is executed on request (get in touch with your customer support to know more) by any client. It is not accessible outside ServiceNow and may not be free always Refer to Instance Health Scan Services. HealthScan is ServiceNow's automated instance scanning system. It is a full-body assessment of your instance health that analyses system configuration against best practices. It also provides insights and recommendations for what you should continue doing and where you might be able to improve. This is an opportunity to know in and out about your instance.

What do I think about this?

| | Instance Troubleshooter | Instance Scan | Instance Health Scan | |
| ----------------------------- | -------------------------------------------------------------------- | ---------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Provider | ServiceNow | ServiceNow | ServiceNow + Third-Party Tools |
| OOB | Yes | Yes | No |
| Free | Yes | Yes | Contact your ServiceNow Representative |
| Type | Built on top of Instance Scan | OOB Application available on all ServiceNow instances | Services by ServiceNow to check the instance ways of improvement |
| Instance Strategy | Can be executed on all instances but makes more sense for production | Can be executed on all instances but makes more sense for dev and test | Production |
| Installation | ‘sn_troubleshooter’ plugins | ‘com.glide.instance_scan’ installed plugin | On-Demand services and refer Instance Health Scan Get in touch with your customer support to know more |

All three applications and services have their own role to play and together they make a deadly combination. Also, Cheery on top - Instance Troubleshooter and Instance Scan are free and available at the tips of your hand then… Why not?? I won't be able to comment much on the Instance health scan since it totally depends on your services with ServiceNow.

I have personally used and recommended Instance Scan to my clients and that has made some really great impacts and improved the quality of development. After using Instance Troubleshooter, I am having a good feeling that both scan and troubleshooter make a deadly combination. So, go…. stop reading and improve your instance health and share your experiences in the comments below.

Resources to Refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0870978

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1112531

-Enough for the day, never stop learning

Kopal Garg

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