Hornbill TAM Activities

Technical System Health Check
System Health Check is a half-day effort performed by our certified solution consultant onsite or remotely, to proactively
identify any inconsistencies, irregularities and inefficiencies in the solution that may potentially slow-down the application,
and cause to operate ineffectively. We aim to perform this once every quarter, to maintain optimal performance of the
application.
At the end of our comprehensive systems health check; a report will be provided including the status of:
 hardware and resource consumption
 security level (indicates required security patches)
 system performance
 software and licenses usage
 end-of-life milestones
 updates, upgrade, or future readiness,
 includes recommendations for application optimization
Before the Technical System Health Check

 It is recommended to propose a schedule to customer at least one (1) to three (3) months from the start of renewal of
Support & Maintenance.
 If the customer is not available on the proposed schedule, SIT+ will suggest another date, otherwise, customer will decide as
long as they are available.
 Once proposed date is confirmed, SIT+ will now look for an available consultant
 A reminder will be done by SIT+ one week prior the activity
OPERATIONS MANUAL - PROFESSIONAL SERVICES

ServiceIT+ Inc.

 SIT+ will advise customer to
prepare a workstation that has an internet connection to be able to access application server
 Consultant must prepare a checklist for technical health check.
 Consultant will prepare the Onsite Service Activity Report.
During the Technical System Health Check

 Consultant must follow the checklist in order to have a guide what to check on the system or server.
 A short interview would be good regarding status of the system or if there is any changes made for us to come up for a
recommendation or possible upsell.
 In any case, customer would like the consultant to assist them for the other issues or concerns on the system, consultant
should advise customer to raise a ticket to Support team unless it is Priority 1 concern.
After the Technical System Health Check

 Report for Technical Health Check will be provided a week after the visit
 Consultant must discuss the consolidated report to customer
Important Notes:
 Consultant must be on-time when performing onsite visit (Standard office hours will follow 8:30AM to 5:30PM)
 Consultant should have a site visit report and signed by the customer after the activity.

ServiceIT+ Inc.
Hornbill Supportworks
Task/Activities List
*This is intended only for Supportworks customers.
1. Obtain Server and System Information, and secure screenshots for the results.
a. Open Command Prompt and run the following commands:
Info Commands
System and systeminfo > C:\SIT_SystemInfo_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-
Hardware 10,2%.txt
Installed wmic product get /format:list > C:\SIT_Software_%Computername%_%date:~-4,4%%date:~-
Software 7,2%%date:~-10,2%.txt
Storage wmic logi caldisk get /format:list > C:\SIT_HDD_%Computername%_%date:~-4,4%%date:~-
7,2%%date:~-10,2%.txt
Network ipconfig /all > C:\SIT_Network_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-
Information 10,2%.txt
Policies gpresult /Scope Computer /v > C:\SIT_PolicyInfo_%Computername%_%date:~-4,4%%date:~-
7,2%%date:~-10,2%.txt
Running tasklist > C:\SIT_RunningProcesses_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-
Processes 10,2%.txt
Hornbill dir "C:\Program Files (x86)\Hornbill\" /s /T:W > C:\SIT_HBSW-
Files Files_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-10,2%.txt
Obtain xcopy "C:\Program Files (x86)\Hornbill\Supportworks Server\log" C:\Hornbill\SIT_HBSW-
System Files_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-10,2%\log\ /s /e /h
Logs

ServiceIT+ Inc.
Obtain xcopy "C:\Program Files (x86)\Hornbill\Supportworks Server\logarchive"
Archive C:\Hornbill\SIT_HBSW-Files_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-
Logs 10,2%\logarchive\ /s /e /h
Obtain Open Event Viewer (eventvwr.msc).
Server Logs Locate the log to be exported in the left-hand column.
Right-click the name of the log and select Save All Events As…
Enter a file name that includes the log type and the server it was exported from. ...
In Save as type , select Event Files .
Check User net user %username% > C:\Hornbill\SIT_UserName_%Computername%_%date:~-

credential 4,4%%date:~-7,2%%date:~-10,2%.txt
details
NET USER username /domain >
C:\Hornbill\SIT_DomainUserName_%Computername%_%date:~-4,4%%date:~-7,2%%date:~-
10,2%.txt
*check install directory
2. Verify your backups are working. Obtain back up and test restoration. Be sure that your backups are working.
3. Check application version (Core, Application template Server)
4. Check disk usage. (Refer to script below)
5. Check updates on OS (Refer to script below)
6. Check application updates installed. (Refer to partner/customer portal for availability)
7. Check for hardware errors. (Refer to Windows Logs)
8. Check server utilization - Review your server’s disk, CPU, RAM and network utilization. May need further checking
from customer.
9. Review user accounts. Check for account existing on the server *especially with Admin access

ServiceIT+ Inc.
10. Check user’s passwords expiry (if permitted):
11. Check system security – Obtain security audit from customer, or alternatively check latest patch installed.
12. Transaction Statistics
a. SWDATA
Info Query
Current select systemid from SWSYSTAG;
SystemID
Count of All select count(callref) as TotalTicketsCount from opencall;
Tickets
Count of All select count(callref) as TotalTicketsUpdateCount from updatedb;
Ticket
Updates
Count of select count(callref) as ActiveTicketsCount from opencall where status not in (6,16,17,18);
Active Tickets
Count of select count(callref) as count,callclass from opencall where status not in (6,16,17,18) group
Active Tickets by callclass order by count desc;
per Callclass
Total Ticket select count(callref) as count,logcall_source as source from opencall group by
source logcall_source order by count desc;
Incident select count(callref) as count,logcall_source as source from opencall where callclass =
Ticket Source 'incident' group by logcall_source order by count desc;
Service select count(callref) as count,logcall_source as source from opencall where callclass =
Request 'service request' group by logcall_source order by count desc
Ticket Source
Ticket select count(callref) as count,callclass from opencall group by callclass order by count desc;
Utilization

ServiceIT+ Inc.
Count of select count(keysearch) as UserCount from userdb;
Users
Configuration select count(pk_auto_id) as count, ck_config_type as category from config_itemi where
Items ck_config_type <> 'ME->CUSTOMER' group by ck_config_type order by count desc;
Breakdown
Count of KB select count(docref) as KBCount from swkb_articles;
Articles
*Please refer to TAM feature checklist (Google Sheet) for comprehensive assessment.
a. Email Statistics: SW_MESSAGESTORE
Info Query
Total Email select count(*) as EmailCount from shared__helpdesk_mailbox;
Count
Email Count select count(*) as count,folderName as folder from shared__helpdesk_mailbox join
per Folder shared__helpdesk_folders on folderID = msgFolder group by folderName order by count
desc;

ServiceIT+ Inc.

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Technical System Health Check

Before the Technical System Health Check

OPERATIONS MANUAL - PROFESSIONAL SERVICES

During the Technical System Health Check

After the Technical System Health Check

OPERATIONS MANUAL - PROFESSIONAL SERVICES

OPERATIONS MANUAL - PROFESSIONAL SERVICES

Check User net user %username% > C:\Hornbill\SIT_UserName_%Computername%_%date:~-

*check install directory

OPERATIONS MANUAL - PROFESSIONAL SERVICES

OPERATIONS MANUAL - PROFESSIONAL SERVICES

a. Email Statistics: SW_MESSAGESTORE

OPERATIONS MANUAL - PROFESSIONAL SERVICES

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