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Automic Support Tips and Tricks

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Automic Support Tips and Tricks

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Automic Support Tips and Tricks

  1. 1. Support Tips & Tricks November 2015 Darren Sniezak
  2. 2. 2 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Support Tips & Tricks + Automic Support – How It Works + Contact Zero – Improve Resolution Times + Applications Manager Initial Troubleshooting + ONE Automation Initial Troubleshooting
  3. 3. Automic Support
  4. 4. 4 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Team of 73 technical experts • Located in 5 delivery centers across the world • All ITIL certified – We speak the IT language of our customers • Speak English, German, and French as part of our standard offering for our services • Languages that we can also assist in if needed; Spanish, Italian, Cantonese, Mandarin, Dutch, Arab, Turkish, Vietnamese. • Our follow the sun organization resolves 24000 cases a year Automic Support
  5. 5. 5 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved We have you covered Support Offices Bellevue Vienna Hanoi Paris Montreal
  6. 6. 6 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Customer Service Catalogue Structure
  7. 7. 7 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Support Offering Silver Gold Platinum Technical Support Coverage 24/7 24/7 24/7 Incident management with standard SLA (Resolution time: 24h for P1, 7d for P2) ✔ ✔ Incident management with platinum SLA (Resolution time: 6h for P1, 48h for P2) ✔ Root Cause Analysis for critical incidents (P1) ✔ ✔ ✔ Root Cause Analysis for high incidents (P2) ✔ TAM (Technical Account Manager) ✔ ✔ Customized review for product enhancement requests ✔ Assistance through the Functional and Technical Community ✔ ✔ ✔ Access to Automic AppStore Self Service ✔ ✔ ✔ E-learning & On-line certification 2 5 10 Automic Standard SLA Penalties ✔
  8. 8. 8 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • The largest time sink in resolution of a ticket is gathering all of the required information. • Gathering everything in the first communication drastically improves resolution time. (Contact One) • Never having to gather the information to begin with is even faster.  (Contact Zero). Contact Zero - The Idea New In Progress Need Further information Development Escalation Solution Suggested Closed Closed
  9. 9. 9 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Self Service – KBE’s – Community – Tribal Knowledge • What about when Self Service doesn’t work? – Contact support Contact Zero – How Do We Get There?
  10. 10. 10 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Version Information • When Did This Start? – What changed? • Is it reproducible? – What are the steps as well as you can tell. • What is the impact? • What are your expectations? What To Provide Support?
  11. 11. 11 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Automic Support is moving to an ITIL structure. This will separate issues into Incidents and Problems: – Incidents: • An unplanned service interruption, or a significant performance decrease, for which there is no viable workaround. • These have a stricter SLA. – Problems: • The as-yet unidentified underlying cause of a series of incidents or an isolated incident of considerable importance. • These have a looser SLA. • This includes root cause analysis (RCA). Changes to Support – Salesforce and ITIL
  12. 12. 12 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Keywords can help set expectations and priority correctly: – When creating a Case, use terms that help us properly identify your issue. • “This is happening right now.” - Incident • “We have no workaround.” - Incident • State the environment clearly. • State the impact and timeline clearly. • “If this can’t be resolved within 2 weeks, we’ll be unable to perform financial close.” • “We have consultants coming out in a month, we need a workaround before that project begins.” What This Means For You
  13. 13. Applications Manager
  14. 14. 14 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug DebugFAQ.html helpful in determining what debug to enable per your situation. What debug do I enable?:
  15. 15. 15 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug Use when issue is reproducible on demand or no restart/crashing of process expected. Check Box:
  16. 16. 16 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug Use when debugging start up issues or when you expect Agent/Automation Engine to crash.. Command Line:
  17. 17. 17 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug Useful when you know an issue happens around a specific time. Setting with an awexe call: RmiServer and AgentService debug can be turned on from the command line or in a script. awexe SCHEDULE_DEBUG START_TIME=<HH:mm> MINUTES=<mmm>
  18. 18. 18 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug Job must be imported in. Useful to minimize growth of logs and when issue occurs at a specific time. Set RMI Debug with a job in V9.0:
  19. 19. 19 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug YY/MM/DD/24h If error occurred at 0700 on the 19th of July what If error occurred at 0700 on the 19th of July what RmiServer<timestamp>.log would you send in?
  20. 20. 20 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Applications Manager Debug Text to search for in logs: AwE- Our standard error code. ERR Generally a return code from script. Found mostly in job’s output file. ORA- The -20000 and -20999 are reserved for the application while rest are Oracle errors.
  21. 21. ONE Automation
  22. 22. 22 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Support Tools: – Trace Scheduler – Logfile Collector – Profile Based Support • Automic World Tools: – Activities Window Cleanup – Transport Case Creator – Maintenance Workflow Support Tools
  23. 23. 23 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Presentation by Trace Scheduler – What is it? • Current process • Identifythe problem • Tell Support the problem • Read a KBE • Get on a WebEx • Put an eventin place • Trace Scheduler • Identifythe problem • Download the Support Tool • Run the Support Tool
  24. 24. 24 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Presentation by Logfile Collector – What is it? • Current process • Identify the problem • Tell Support the problem • Support requests logs from multiple locations • Time is spent gathering all logs • Some might be missing • Log Collector • Identify the problem • Download/Setup the Support Tool • Run the Support Tool • Zip the files and send to Support
  25. 25. 25 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Presentation by Profile Based Support – What is it? • What info does Support always need? • BUILD INFO (cue the screenshots) Mitch Denis
  26. 26. 26 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved Presentation by Profile Based Support – What’s in it for me? • Change the conversation • Hi, Joe, what system are we looking at? • And what agent? • What Support sees Mitch Denis
  27. 27. ONE Automation - Tracing
  28. 28. 28 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • When: – You start to experience performance issues. • Before a period when you know you have performance issues. – You have an issue you can reproduce. Tracing: When, Why, How?
  29. 29. 29 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • Why: – Tracing gives the technical information necessary to investigate the root cause versus the messages which are designed to be more ‘user-readable’. • Why not leave it on all the time? – Tracing can have impact on the overall performance of the system. – Tracing can become extremely large if not managed carefully. – Tracing is far more useful in limited windows. Tracing: When, Why, How?
  30. 30. 30 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • How: – In most situations System Overview – Component – Properties: Tracing: When, Why, How?
  31. 31. 31 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • How: – In some circumstances, we need the trace set directly in the .ini file of the component and that component rebooted. For example: – If there is any doubt which way is better to capture, use the .ini files. – If there is any doubt what components to trace, err on the side of more tracing. Tracing: When, Why, How? [TRACE] tcp/ip=0 database=0 [TRACE] tcp/ip=2 database=4
  32. 32. 32 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved • What Tracing? – Automation Engine: • TCP/IP=2, DB=4 on the CP’s and WP’s – CP’s have to be done individually from the System Overview – OS Agents: • TCP/IP=9 – RAAgents: • RA=9 – Webservice: RA=12 (only from the .ini file) – SAP: • TCP/IP=5, RFC=9 • A cheat sheet is available at support.automicworld.com Tracing: When, Why, How?, What??
  33. 33. Questions?

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