A Response to Support

Look kids Big Ben

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Introductions

Derick Larson Support and Training

Favorite St. Paul Activity:Watching the pig deliver baseballs at Saints games

227 Days Until “The Force Awakens”

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Introductions

Brent Hanson Been with Kinetic Data for 10 years, 6 months, 25 days and

approximately 6 1/2 hours Support / Remedy Development

Favorite Minnesota ActivityPlaying Hockey

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Introductions

Chris Woyton Support/Training

Favorite Minnesota Activities:Staying Warm.Bulldog Hamburger Quality Control.Spending time with my incredible co-workers and wonderful customers!

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Introductions

Jarrod Augustson Support

Favorite Minnesota Activities:Wild HockeySoftball

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Agenda

How NOT to Communicate with Support How to Communicate with Support Troubleshooting Techniques – The I.D.E.A.L. way Problem Resolution The Real Problem Resolution Questions

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How NOT to Communicate with Support How many of you work Support? We all work Support – “Oh You’re in IT?”

My computer is slow…Can you fix it? My DVR is Broken…Can you take a look? My Phone won’t Text…Why? I can’t open “The Facebook”…Help!!!!! Why doesn’t Netflix have my Favorite movie?

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How NOT to Communicate with Support What have we Learned?

Support Can’t Read your Mind

Support Needs Details… What Details you Ask? Oh GOOD Question

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How TO Communicate with Support – The Details What is the Problem being Reported? What Application are you using and Which Version? Is this Occurring in All Environments? Any Differences between Environments? When did the Problem Begin? Were Any Changes made Before this Began? What specific Steps have you Taken to Fix this Problem?

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How TO Communicate with Support – The Details What is the Problem being Reported?

Email from John Snow : The Bridge Event attached to the Search Last Name Question is Returning an

Error Message

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How TO Communicate with Support – The Details Response Invitation…

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How TO Communicate with Support – The Details What is the Problem being Reported?

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How TO Communicate with Support – The Details What is the Problem being Reported?

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How TO Communicate with Support – The Details What Application are you using and Which Version?

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How TO Communicate with Support – The Details Is this Occurring in All Environments?

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How TO Communicate with Support – The Details Any Differences between Environments?

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How TO Communicate with Support – The Details When did the Problem Begin?

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How TO Communicate with Support – The Details Were Any Changes made Before this Began?

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How TO Communicate with Support – The Details What specific Steps have you Taken to Fix this Problem?

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How TO Communicate with Support – The Details What specific Steps have you Taken to Fix this Problem?

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How TO Communicate with Support – The Details What specific Steps have you Taken to Fix this Problem?

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How TO Communicate with Support – The Details What specific Steps have you Taken to Fix this Problem?

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How TO Communicate with Support – The Details I need some Help. Chris will Know:

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Troubleshooting Steps – the I.D.E.A.L way

Identify the issue.

Define the context.

Evaluate solutions.

Attempt a resolution.

Learn from the results.

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Troubleshooting Steps – Identify the Issue

What is the expected behavior? How does the current behavior differ? Does the issue provide a specific error message? Is the issue able to be reproduced?

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Troubleshooting Steps – Define the Context

Does the issue occur for specific Service items, Servers, Product Versions,etc.?

Have there been any changes to the environment? Does it work in other environments? Has it ever worked?

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Troubleshooting Steps – Evaluate Solutions

What solutions are available? What is the level of effort to implement the solution? Does the solution have any draw backs or cause new issues? Does the solution follow “better” practices?

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Troubleshooting Steps – Attempt the Solution

Can the solution be isolated? A development server, test harness, etc. Does the solution require Change Management? Did it work?

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Troubleshooting Steps – Learn from the results

If the solution worked, does it constitute a bug? Are any other problem areas exposed by the solution? If the solution did not work – rinse and repeat!

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Troubleshooting Steps – the Tools.

Log Files – More from Brent on this later Browser Tools

Firefox – Firebug. Chrome – Developer Tools. IE – F12…I think.

External Network Tools Fiddler. SOAP UI. LDAP Browser.

Kinetic Diagnostics Task Handler Test Harness

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Troubleshooting Steps – Kinetic Diagnostics

Great for identifying performance issues. Built in to the Consoles – no separate tool needed.

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Troubleshooting Steps

Ah ha! A response invite has arrived!

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Troubleshooting Steps – Identify the Problem First we check connectivity from the client.

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Troubleshooting Steps – Identify the problem Since the server is having the error, next we look at the Kinetic Logs.

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Troubleshooting Steps – Define the context Found something interesting! Caused by: java.net.UnknownHostException: dem2.kineticdata.com:

Name or service not known. Now we know where the problem resides – connectivity between the

Kinetic Server and the Bridge.

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Troubleshooting Steps – Define the context Now we check the configuration. Note that we are on the Demo2 server.

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Troubleshooting Steps – Evaluate and Attempt the solution Now we adjust the server name and test.

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Troubleshooting Steps – Learn from the results Progress, but we’re not quite there yet. New error now – unable to retrieve the “Email Address” field from the

KS_SAMPLE_People form. Luckily we have a Kinetic/ARS guru on the team. Time to get Brent

involved. This is the hidden step in the IDEAL process…PUNT.

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Troubleshooting Steps – Take Aways Note that we relayed the same information internally:

Identified the issue. Relayed steps taken to troubleshoot thus far. Gave environment information: version, products, etc. Noted any changes to the environment.

There are many tools available to help – use them liberally. Troubleshooting is a process. Ideally, it works the first time! (see what I did

there?)

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Troubleshooting Steps

Handoff via Response.

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Let’s Review

Jarrod – How to communicate with Support

Chris – Method and tools we use to troubleshoot

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The Invite

What’s going on?

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Troubleshooting Steps – Identify the Issue

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Troubleshooting Steps – Identify the Issue A Really Good Error

“bridged data request” ‘Email Address’ field ‘KS_SAMPLE_People’ form

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Troubleshooting Steps – Identify the Issue A Not So Good Error

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Troubleshooting Steps – Identify the Issue Go get them logs

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Troubleshooting Steps – Identify the Issue

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Troubleshooting Steps – Define the context The Question

Uses a bridge model named “Employee” Uses the “First Name”, “Last Name” and “Email” attributes

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Troubleshooting Steps – Define the context Find me some documentation

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Troubleshooting Steps – Define the context Looking for a field named ‘Email Address’ on the KS_SAMPLE_People

form

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Troubleshooting Steps – Define the context The actual database name of the field is ‘Email’, not ‘Email Address’

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Troubleshooting Steps – Evaluate a solution Update the bridge attribute

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Troubleshooting Steps – Attempt a resolution

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Troubleshooting Steps – Learn from the results Update the Response

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Take-Aways

Read the error messages carefully Check the logs Community, community, community!!!!!

Kinetic Response Rocks!!!!

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The Real Problem Resolution

1. Reboot the Server2. Try a Different Browser3. Send a Log File4. Restart Tomcat5. Upgrade!6. Try that Reboot Again7. Stop Using IE8. Blame Remedy9. That’s a Consulting Issue10. Is the power on?11. No Hablo Ingles (KS_)

12. Try “Flushing” the Cache13. Have you looked on Community14. Blame Mid-tier15. Sounds like a Network Problem16. Could be the Database17. That’s As Designed18. I’ll Submit an R.F.E.19. Blame Security20. OK, One More Reboot…

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Questions?

We don’t need no stinking questions.

Ok, fine, but no drink tickets.