2. Troubleshooting Kinetic Request and Task You will never find a more wretched hive of scum and villainy.

3.  10 years at Kinetic Data  Phone:651-556-1020  Email:support@kineticdata.com Derick Larson Support/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…”

4.  8 years at Kinetic Data  Phone: 651-556-1020  Email: Jarrod.Augustson@kineticdata.com Jarrod Augustson Developer/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 …”

5.  3 years at Kinetic Data  Phone:651-556-1020  Email:support@kineticdata.com Chris Woyton Support/Training Fun Dr. Who fact! “…David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)…”

6.  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 Hanson Developer / 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.”

7. 7

8. Questions!?!?!? !

9. 9 Agenda  Installs  Tasks  Events  More Questions

10. Installs “…and ‘poof’, it’s installed.”

11. 11 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

12. 12 Kinetic Community  http://community.kineticdata.com http://community.kineticdata.com  Install files and instructions  Lots of interesting, cool and helpful information

13. 13 Compatibility http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility

14. 14 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

15. 15 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

16. 16 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.

17. 17 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

18. 18 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

19. 19 Generating License Keys – con’t

20. 20 Where do I find the error information?  You find them in the log files  http://mywebserver.mycompany.com:8080/kinetic/AdminConsole http://mywebserver.mycompany.com:8080/kinetic/AdminConsole

21. 21 Web Server / Servlet Engine logs

22. 22 Installation Logs

23. Tasks The little engine that does.

24. 24 Tasks  Basics  Operations  Logs  Exceptions  Retrys  Breaking down the data  Common Errors

25. 25 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/Compa tibility http://community.kineticdata.com/20_Kinetic_Task/Install_Files/Compa tibility  Logs  Where  Differences

26. 26 Exceptions  Components  Retry  The Forbidden Trigger  Create a Start Trigger from the Console

27. 27 What’s Important - Exceptions

28. 28 When to Retry - Exceptions  Data Issues  Logic?  Skipping  You Don’t Know When Not to Retry - Exceptions

29. 29 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 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)

30. 30 Manually Creating Start Triggers  What? – Why?  Really just for testing  What do you need?  Results  http://your_server/kineticTask/start_tasks.html

31. 31 Manually Create a Trigger

32. 32 Trigger Field Descriptions

33. 33 Common Issues – (In)Valid XML  Passing Valid XML  http://community.kineticdata.com/20_Kinetic_Task/Solutions/Eliminate_Inv alid_XML_Characters http://community.kineticdata.com/20_Kinetic_Task/Solutions/Eliminate_Inv alid_XML_Characters  Results Passed by Approvals  Messages  Engine will interpret the escaped characters  Invalid Characters: &,  Replacements %amp; %gt; %lt;

34. 34 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

35. 35 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.

36. Super Fun Happy Times with Events Who knew we would all become Event Planners?

37. 37 Agenda  What are Events?  Be an Event Detective  Common Problems  Troubleshooting – Use the Event Detective Skills  Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

38. 38 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

39. 39 Be an Event Detective  What’s Expected?  What Actually Happens?  When does the Problem Occur?  Have any Changes been Made? – The Answer is YES

40. 40 Common Problems  ERROR (303): Form Does Not Exist on Server;  A Question is Required but Not Displayed to the End User

41. 41 Form does not exist on server  ERROR (303): Form does not exist on server;

42. 42 Be an Event Detective  What’s Expected?  Open the Service Item and the Category is Populated

43. 43 Be an Event Detective  What Actually Happens?  Open the Service Item Boom…Error

44. 44 Be an Event Detective  When does the Problem Occur?  On Load

45. 45 Be an Event Detective  Have any Changes been Made?  Service Item Moved into Production

46. 46 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

47. 47 Troubleshooting  Review Events on the Page Load  Look for Set Fields – External Events

48. 48 Fix  Finding:  JMA-CTI Testing Form Does Not Exist in Production  Fix:  Import JMA-CTI Testing Form into Production

49. 49 Required but Not Displayed  A Question is Required but Not Displayed to the End User

50. 50 Be an Event Detective  What’s Expected?  Select Software and Software Cost is Inserted and Required

51. 51 Be an Event Detective  What’s Expected?  Select Hardware and Hardware Cost is Inserted and Required

52. 52 Be an Event Detective  What Actually Happens?  Select Hardware then Software (Click Happy) and Bang…Error

53. 53 Be an Event Detective  When does the Problem Occur?  On Change of the Category Question

54. 54 Be an Event Detective  Have any Changes been Made?  No – Yes this is actually the correct answer

55. 55 Be an Event Detective  What are our Clues?  Changing the Category Causes the Error  No Changes Made  Hardware Cost is Required but Not Displayed

56. 56 Troubleshooting  Review Events on the Category Question  Look for Insert/Remove and Required/Optional

57. 57 Fix  Finding:  Forgot to Check the Also Make Optional Box  Fix:  Check the Also Make Optional Box

58. 58 Thank you Brent!!!!!!!!!!!  Pain Point: Finding Events in your Service Item

59. 59 Thank you Brent!!!!!!!!!!!  Solution: Version 5.1 The Events Tab = Game Changer

60. 60 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

61. 61 Summary  What are Events?  Be an Event Detective  Common Problems  Troubleshooting  Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

62. 62 Be an Event Detective  Say it With Me:  What’s Expected?  What Actually Happens?  When does the Problem Occur?  Have any Changes been Made?

63. More Questions