ITOM Cloud Services (ICS) Troubleshooting Guidelines with ICS diagnosticsSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB is to help troubleshoot high level issues when connecting agent (by Agent client collector) via ITOM Cloud Services (ICS) with ICS Diagnostic dashboard Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } "ICS Diagnostics" page is available from 3.1.2 (2025 Feb release) of ICS core plugin Instructions<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ICS DIAGNOSTICS1. Check on "ICS Diagnostics" under "ITOM Cloud services" in the filter navigator. This tool will help us identify any infra level issues that can cause data persistence failure. 2. If anything appears to be in "RED" in this dashboard, please follow the KBs mentioned in the section as shown below. 3. Make sure all the checks are successful here and should appear "GREEN". Below is the list of diagnostic KBs ITOM Cloud Services Diagnostics - ICS API Status-KB2009361 ITOM Cloud Services Diagnostics - ICS Store App and Dependencies Info - KB2009372 ITOM Cloud Services Diagnostics - CnC Connection Test (rest)- KB2009477 ITOM Cloud Services Diagnostics - Asset and config Sync - KB2009389 ITOM Cloud Services Diagnostics - Kaa Check - KB2009353 ITOM Cloud Services Diagnostics - User Check - KB2009349 ITOM Cloud Services Diagnostics - Sys Properties Check - KB2009320 ITOM Cloud Services Diagnostics - Kafka Setup Check - KB2009377 ITOM Cloud Services Diagnostics - CnC Connection Test (kafka) - KB2009380 ITOM Cloud Services Diagnostics -Registration keys - KB2009365