A Response to Support Look kids Big Ben 

3 Introductions  Derick Larson  Support and Training Favorite St. Paul Activity: Watching the pig deliver baseballs at Saints games 227 Days Until “The Force Awakens”

4 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 Activity Playing Hockey

5 Introductions  Chris Woyton  Support/Training Favorite Minnesota Activities: Staying Warm. Bulldog Hamburger Quality Control. Spending time with my incredible co-workers and wonderful customers!

6 Introductions  Jarrod Augustson  Support Favorite Minnesota Activities: Wild Hockey Softball

7 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

8 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?

9 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

10 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?

11 How TO Communicate with Support – The Details  What is the Problem being Reported?  from John Snow :  The Bridge Event attached to the Search Last Name Question is Returning an Error Message

12 How TO Communicate with Support – The Details  Response Invitation…

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

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

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

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

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

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

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

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

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

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

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

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

25 Troubleshooting Steps – the I.D.E.A.L way  I dentify the issue.  D efine the context.  E valuate solutions.  A ttempt a resolution.  L earn from the results.

26 Troubleshooting Steps – I dentify 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?

27 Troubleshooting Steps – D efine 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?

28 Troubleshooting Steps – E valuate 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?

29 Troubleshooting Steps – A ttempt the Solution  Can the solution be isolated? A development server, test harness, etc.  Does the solution require Change Management?  Did it work?

30 Troubleshooting Steps – L earn 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!

31 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

32 Troubleshooting Steps – Kinetic Diagnostics  Great for identifying performance issues.  Built in to the Consoles – no separate tool needed.

33 Troubleshooting Steps  Ah ha! A response invite has arrived!

34 Troubleshooting Steps – I dentify the Problem  First we check connectivity from the client.

35 Troubleshooting Steps – I dentify the problem  Since the server is having the error, next we look at the Kinetic Logs.

36 Troubleshooting Steps – D efine 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.

37 Troubleshooting Steps – D efine the context  Now we check the configuration.  Note that we are on the Demo2 server.

38 Troubleshooting Steps – E valuate and A ttempt the solution  Now we adjust the server name and test.

39 Troubleshooting Steps – L earn from the results  Progress, but we’re not quite there yet.  New error now – unable to retrieve the “ 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.

40 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?)

41 Troubleshooting Steps  Handoff via Response.

42 Let’s Review  Jarrod – How to communicate with Support  Chris – Method and tools we use to troubleshoot

43 The Invite  What’s going on?

44 Troubleshooting Steps – I dentify the Issue

45 Troubleshooting Steps – I dentify the Issue  A Really Good Error  “bridged data request”  ‘ Address’ field  ‘KS_SAMPLE_People’ form

46 Troubleshooting Steps – I dentify the Issue  A Not So Good Error

47 Troubleshooting Steps – I dentify the Issue  Go get them logs

48 Troubleshooting Steps – I dentify the Issue

49 Troubleshooting Steps – D efine the context  The Question  Uses a bridge model named “Employee”  Uses the “First Name”, “Last Name” and “ ” attributes

50 Troubleshooting Steps – D efine the context  Find me some documentation

51 Troubleshooting Steps – D efine the context  Looking for a field named ‘ Address’ on the KS_SAMPLE_People form

52 Troubleshooting Steps – D efine the context  The actual database name of the field is ‘ ’, not ‘ Address’

53 Troubleshooting Steps – E valuate a solution  Update the bridge attribute

54 Troubleshooting Steps – A ttempt a resolution

55 Troubleshooting Steps – Learn from the results  Update the Response

56 Take-Aways  Read the error messages carefully  Check the logs  Community, community, community!!!!!  Kinetic Response Rocks!!!!

57 The Real Problem Resolution 1. Reboot the Server 2. Try a Different Browser 3. Send a Log File 4. Restart Tomcat 5. Upgrade! 6. Try that Reboot Again 7. Stop Using IE 8. Blame Remedy 9. That’s a Consulting Issue 10. Is the power on? 11. No Hablo Ingles (KS_) 12. Try “Flushing” the Cache 13. Have you looked on Community 14. Blame Mid-tier 15. Sounds like a Network Problem 16. Could be the Database 17. That’s As Designed 18. I’ll Submit an R.F.E. 19. Blame Security 20. OK, One More Reboot…

58 Questions? We don’t need no stinking questions. Ok, fine, but no drink tickets.