Troubleshooting Kinetic Request and Task

Troubleshooting Kinetic Request and Task

You will never find a more wretched hive of scum and villainy.

10 years at Kinetic Data Phone:651-556-1020 Email:support@kineticdata.com

Derick LarsonSupport/Training

Fun Star Wars fact!“…“I have a bad feeling about this” was said five times in the original trilogy. Han twice, Luke, Leia, and C-3PO once…”

8 years at Kinetic Data Phone: 651-556-1020 Email:

Jarrod.Augustson@kineticdata.com

Jarrod AugustsonDeveloper/Analyst

Fun fact!“Wayne Gretzky is the All Time Point Leader. If he had never scored a Goal he would still have the Point Lead by 76. Oh and he had 894 Goals

…”

3 years at Kinetic Data Phone:651-556-1020 Email:support@kineticdata.com

Chris WoytonSupport/Training

Fun Dr. Who fact!“…David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)…”

9 yrs, 4 months, 15 days, 6 hours and approx. 30 minutes at Kinetic Data

Phone: 651-556-0922 Email: brent.hanson@kineticdata.com

Brent HansonDeveloper / Analyst / Support Engineer / Office “Schneider”

Fun fact!“The world’s largest Lego model is of an X-Wing fighter and is made up of 5,335,200 pieces.”

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Questions!?!?!?!

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Agenda

InstallsTasksEventsMore Questions

Installs

“…and ‘poof’, it’s installed.”

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Agenda Compatibility – What versions can I use? Requirements of other stuff for our stuff Let’s talk about license keys The power of the log file

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Kinetic Community http://community.kineticdata.com Install files and instructions Lots of interesting, cool and helpful information

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Compatibility

http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility

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Request 5.1 / Task 3.0 Compatibility Pack Required to run Kinetic Task 3.0 against Kinetic Request 5.1 Remedy definition file Installed AFTER both Request and Task are installed and configured Run Data Upgrade Form on upgrade

http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility/Request_5.1_%2F%2F_Task_3.0_Compatibility_Pack

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Application Requirements Request 5.0.0 – 5.1.0 & Task 1.0.0 – 2.0.2

ARS 6.3 or greater Java 1.5 or greater– 32-bit only Web server – 32-bit only

Request 5.1.1 & Task 3.0.0 ARS 7.0 or greater Java 1.6 or greater– 32-bit or 64-bit Web server – 32-bit or 64-bit

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What bit? 64-bit is preferred Java version needs to be 64-bit Servlet engine needs to be 64-bit Warning: Kinetic Request installer (and Task 2.x and older) installs 32-

bit tomcat Install your own stand-alone 64-bit servlet engine then manually deploy

the application.

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License Keys Request is licensed on a per Remedy server basis License vs. License Key

License is something you purchase License Key is something we give you to make the application work

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Generating License Keys License keys are generated against a single Remedy server or a

server group name Remedydev01.mycompany.com Remedyprod.mycompany.com

Can use short name or FQDN demo or demo.kineticdata.com

Server name used to generate the key must match name used to configure your application

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Generating License Keys – con’t

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Where do I find the error information? You find them in the log files http://mywebserver.mycompany.com:8080/kinetic/AdminConsole

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Web Server / Servlet Engine logs

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Installation Logs

Tasks

The little engine that does.

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Tasks

Basics Operations Logs

Exceptions Retrys Breaking down the data

Common Errors

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Basics

What the Task Engine Does Collect Triggers Process Trees

Compatibility Java Versions Kinetic Request Versions

http://community.kineticdata.com/20_Kinetic_Task/Install_Files/Compatibility

Logs Where Differences

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Exceptions

Components Retry The Forbidden Trigger Create a Start Trigger from the Console

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What’s Important - Exceptions

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When to Retry - Exceptions

Data Issues Logic?

Logic? Skipping You Don’t Know

When Not to Retry - Exceptions

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The Forbidden Trigger

NOT SUPPORTED! – REALLY – WE MEAN IT! When to use When not to use Why Not? http://community.kineticdata.com/20_Kinetic_Task/Solutions/

Manually_Starting_Nodes_with_Triggers Required Fields:source, source_id, task_tree_instance_id, task_tree_node_id, action_type (Root), execution_type (Active), status (new), assignee_group(Public)

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Manually Creating Start Triggers What? – Why? Really just for testing What do you need? Results http://your_server/kineticTask/start_tasks.html

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Manually Create a Trigger

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Trigger Field Descriptions

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Common Issues – (In)Valid XML

Passing Valid XML http://community.kineticdata.com/20_Kinetic_Task/Solutions/

Eliminate_Invalid_XML_Characters

Results Passed by Approvals Messages Engine will interpret the escaped characters Invalid Characters: &, <,> Replacements %amp; %gt; %lt;

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Common Issues – nil:NilClass

Ruby Related Issue Init.rb or connectors Perform method on a nil/null object Value not set or missing answer/result

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Join - Junction

Nodes with Multiple Parents Must be a Join or Junction Warning in the Logs 2014-02-13 00:18:16,277 WARN [engine-worker-1 (2002)] -

WARNING: The 'End of Person Retrieve' (system_noop_v1_2) node on the 'bad join test' (AGGAAC47DR176ANAXIF9ARDN669A4S) tree has multiple parents. To ensure future compatibility, a Join (likely of Type 'Any') or Junction should be inserted ahead of this node.

Super Fun Happy Times with Events

Who knew we would all become Event Planners?

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Agenda

What are Events? Be an Event Detective Common Problems Troubleshooting – Use the Event Detective Skills Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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What are Events?

Javascript Events Occur as a Customer is filling out a Request

Insert/Remove Require/Optional Set Fields – Internal or External … Custom

In other words Events are Magic

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Be an Event Detective

What’s Expected? What Actually Happens? When does the Problem Occur? Have any Changes been Made? – The Answer is YES

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Common Problems

ERROR (303): Form Does Not Exist on Server; A Question is Required but Not Displayed to the End User

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Form does not exist on server

ERROR (303): Form does not exist on server;

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Be an Event Detective

What’s Expected? Open the Service Item and the Category is Populated

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Be an Event Detective

What Actually Happens? Open the Service Item Boom…Error

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Be an Event Detective

When does the Problem Occur? On Load

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Be an Event Detective

Have any Changes been Made? Service Item Moved into Production

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Be an Event Detective

What are our Clues? The Page Load Causes an Error Service Item was Moved to Production Error Message: Form Does Not Exist on Server

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Troubleshooting

Review Events on the Page Load Look for Set Fields – External Events

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Fix

Finding: JMA-CTI Testing Form Does Not Exist in Production

Fix: Import JMA-CTI Testing Form into Production

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Required but Not Displayed

A Question is Required but Not Displayed to the End User

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Be an Event Detective

What’s Expected? Select Software and Software Cost is Inserted and Required

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Be an Event Detective

What’s Expected? Select Hardware and Hardware Cost is Inserted and Required

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Be an Event Detective

What Actually Happens? Select Hardware then Software (Click Happy) and Bang…Error

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Be an Event Detective

When does the Problem Occur? On Change of the Category Question

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Be an Event Detective

Have any Changes been Made? No – Yes this is actually the correct answer

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Be an Event Detective

What are our Clues? Changing the Category Causes the Error No Changes Made Hardware Cost is Required but Not Displayed

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Troubleshooting

Review Events on the Category Question

Look for Insert/Remove and Required/Optional

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Fix

Finding: Forgot to Check the Also Make Optional Box

Fix: Check the Also Make Optional Box

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Thank you Brent!!!!!!!!!!!

Pain Point: Finding Events in your Service Item

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Thank you Brent!!!!!!!!!!!

Solution: Version 5.1 The Events Tab = Game Changer

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Thank you Brent!!!!!!!!!!!

Advantages of the Events Tab Displays All Events on your Service Item It’s a Table – I can Sort Allows Modification Less Headaches

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Summary

What are Events? Be an Event Detective Common Problems Troubleshooting Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Be an Event Detective

Say it With Me: What’s Expected? What Actually Happens? When does the Problem Occur? Have any Changes been Made?

More Questions