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Necto Training
Module 28:
Panorama Support
Objectives
 By the end of this lesson you will be able to:
 List the methods of contacting support
 Gather information ...
Agenda
 Support Organization and SLA
 Contacting Support
 Gathering Information
 Incident Classification
 Diagnostics...
Support Organization and SLA
Support Team Responsibilities
Resolve
Incidents
Provide
Knowledge
Knowledge Sources
 Knowledgebase site http://tech.panorama.com
 Perform trainings online and on-site
Resolving Incidents
What is an Incident? Something doesn’t work as expected, just
an inquiry about how something should
wo...
Panorama Support SLA
Incident Type Definition/Impact
Response
Time
Urgent calls Production down Up to 2
Medium severity
Af...
The Support Flow
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Contacting Support
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Before Contacting Support – Check
Knowledge Base and Forum
http://tech.panorama.com
Contacting Support
 Web site http://tech.panorama.com
 Email: support@panorama.com
 Phones:
USA/Canada Toll Free:
+1-87...
Contacting Support – Sessions Online
 http://panorama.com/help
Contacting Support – via Support Site
 http://tech.panorama.com/index.php/supportr
equest
Open your case right from here,...
General Recommendation
 Recommended communication language: English
 Case number
 Will be assigned in first call
 Used...
Gathering Information
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Attach a Screenshot
 Screenshot of the issue
before/after
Functionality Related Questions
The questions we usually ask:
 Expected behavior
 How does it work in different circumst...
Environmental Related Information
 Flash version
 Internet Explorer version
 Is Panorama web site in Trusted sites
 Wh...
Classification
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Basic Categorization
Malfunction: “It doesn’t work”
• Obvious malfunction or unexpected behavior
Feature Request :”I want ...
Incident Categories• One or more applications did not load (connectivity)
• Unexpected error or behaviorMalfunction (funct...
Diagnostics
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Diagnostic Method
Malfunction (functionality)
UI (Visual)
Security
Data
Performance
Installation/Upgrade
SDK
Misc
Diagnost...
Malfunction
Necto
Microsoft
IIS
Microsoft
SQL/AS
Adobe
Flash
Sun Java
ASP.NET
UI (Visual)
Security
Data
Performance
Instal...
Malfunction – Common To-Do
 Check different scenarios:
 Different server or client machine
 Different IE browser/Flash
...
UI – the Questions
 Questions:
 Does it happen on all client machines or
several?
 Does it happen on Necto Desktop?
 T...
UI - Diagnostics Tools
 Flash testing tools
 http://kb2.adobe.com/cps/155/tn_15507.html
 http://flashbuilder.eu/flash-p...
UI -Common to-do’s
 Erase IE browser temporary files and cookies. The
cookies often store such information such as:
 Cli...
Security – Review of Security Types
Content
Security
Data (OLAP )
Security
Roles
• Which portions of the
data will be avai...
Security Issues - Diagnoses
 Validation steps:
 User Impersonation using:
 SQL Management Studio
 Necto Run As…
Role
D...
Security
Data
 What is a data Error?
 Wrong data value
 Incorrect calculations
 Totals not being summed up correctly
...
Data - Diagnosis
 Test in the SQL Management Studio
and MDX Studio
 Test in different application: Excel
Pivot Tables
 ...
Data – Diagnostic Tools
 TraceQueries - capture MDX into a log file
 Send the cube
 Without data or with demo data
 At...
Data
Performance
 Find the bottleneck
Security
UI (Visual)
Malfunction
Installation/Upgrade
SDK
Misc
Performance
Data
Performance
 Measure in seconds / minutes
 Activate or Deactivate cache and measure again
 Test different applicat...
Performance
Installation / Upgrade
 Access permissions
 Network access restrictions (firewalls,
blocked port numbers)
 ...
SDK
 Create an HTML file based on SDK sample.
 Create an HTML component or JavaScript in a Necto
WorkBoard.
Performance
...
Resolution
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
New Feature Request / Hot Fix
Gather
information
Understand
reason
Product
Manager
review
Approval /
Reject
Prioritization...
Summary
 Search Knowledge base and Forum before calling
 Help us improve: indicate and provide missing
knowledge
 Provi...
Thank you
Any Questions?
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28 - Panorama Necto 14 support - visualization & data discovery solution

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PANORAMA NECTO 14 TRAINING - Panorama is leading a Business Intelligence 3.0 revolution and a creation of a new generation of Business Intelligence & Data Discovery solutions that enable organizations to leverage the power of Social Decision Making and Automated Intelligence to gain insights more quickly, more efficiently, and with greater relevancy.

www.panorama.com

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28 - Panorama Necto 14 support - visualization & data discovery solution

  1. 1. Necto Training Module 28: Panorama Support
  2. 2. Objectives  By the end of this lesson you will be able to:  List the methods of contacting support  Gather information required for identifying the source of the incident  Access troubleshooting tools  Perform basic diagnosis
  3. 3. Agenda  Support Organization and SLA  Contacting Support  Gathering Information  Incident Classification  Diagnostics  Resolution
  4. 4. Support Organization and SLA
  5. 5. Support Team Responsibilities Resolve Incidents Provide Knowledge
  6. 6. Knowledge Sources  Knowledgebase site http://tech.panorama.com  Perform trainings online and on-site
  7. 7. Resolving Incidents What is an Incident? Something doesn’t work as expected, just an inquiry about how something should work. How do I report one? We answer phone calls and emails and web submitted cases, We are available almost 24/7 hours How do you track incidents? We use Microsoft Dynamics CRM, to manage the incoming requests.
  8. 8. Panorama Support SLA Incident Type Definition/Impact Response Time Urgent calls Production down Up to 2 Medium severity Affects important work but not production failure Up to 4 hours Standard doesn’t have immediate effect on business Up to 24 hours Full SLA: http://bit.ly/qauNmD
  9. 9. The Support Flow Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  10. 10. Contacting Support Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  11. 11. Before Contacting Support – Check Knowledge Base and Forum http://tech.panorama.com
  12. 12. Contacting Support  Web site http://tech.panorama.com  Email: support@panorama.com  Phones: USA/Canada Toll Free: +1-877-709-5858 Outside USA/Canada: +1-212-257-0500 Within Israel +1-809-37-00-73  Skype username: panoramasupport (pre-schedule required)
  13. 13. Contacting Support – Sessions Online  http://panorama.com/help
  14. 14. Contacting Support – via Support Site  http://tech.panorama.com/index.php/supportr equest Open your case right from here, for the quickest service.
  15. 15. General Recommendation  Recommended communication language: English  Case number  Will be assigned in first call  Used for tracking for the lifetime of the case
  16. 16. Gathering Information Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  17. 17. Attach a Screenshot  Screenshot of the issue before/after
  18. 18. Functionality Related Questions The questions we usually ask:  Expected behavior  How does it work in different circumstances?  When did the problem initially start or when have you noticed it?  Last actions before the problem appeared?
  19. 19. Environmental Related Information  Flash version  Internet Explorer version  Is Panorama web site in Trusted sites  Where does the problem appear:  Server  Single client  More then one client Necto Server Web Necto Clients
  20. 20. Classification Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  21. 21. Basic Categorization Malfunction: “It doesn’t work” • Obvious malfunction or unexpected behavior Feature Request :”I want it to do…” • Adding functionality that is currently not in the product Question:“How to” • Information request
  22. 22. Incident Categories• One or more applications did not load (connectivity) • Unexpected error or behaviorMalfunction (functionality) • Chart or grid are not represented correctly • Scaling or numbers are drawn incorrectlyUI (Visual) • User doesn’t see the data that should be displayed • Security doesn’t apply on selected groupSecurity • Calculation shows unexpected results • Data is incorrect or not logical compared to other systemsData • The performance of selected application is poor in any step (application loading, view opening, operation etc.Performance • Installation or upgrade process ends unexpectedlyInstallation/Upgrade • When using the SDK functions, methods or parameters, malfunction is observedSDK • Any other issueMisc
  23. 23. Diagnostics Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  24. 24. Diagnostic Method Malfunction (functionality) UI (Visual) Security Data Performance Installation/Upgrade SDK Misc Diagnostics method depends on type of incident
  25. 25. Malfunction Necto Microsoft IIS Microsoft SQL/AS Adobe Flash Sun Java ASP.NET UI (Visual) Security Data Performance Installation/Upgrade SDK Misc Is Necto the problem? Or is it a 3rd party application? Malfunction
  26. 26. Malfunction – Common To-Do  Check different scenarios:  Different server or client machine  Different IE browser/Flash  Relevant log files and tools:  Event viewer  Panorama flash logs UI (Visual) Security Data Performance Installation/Upgrade SDK Misc Malfunction
  27. 27. UI – the Questions  Questions:  Does it happen on all client machines or several?  Does it happen on Necto Desktop?  Test:  2-3 clients with different configuration (IE, Flash browser)  Required information:  Screenshot  Expected behavior  Exact client information Malfunction Security Data Performance Installation/Upgrade SDK Misc UI (Visual)
  28. 28. UI - Diagnostics Tools  Flash testing tools  http://kb2.adobe.com/cps/155/tn_15507.html  http://flashbuilder.eu/flash-player-version.html  Check Regional settings Malfunction Security Data Performance Installation/Upgrade SDK Misc UI (Visual)
  29. 29. UI -Common to-do’s  Erase IE browser temporary files and cookies. The cookies often store such information such as:  Client Flash version  Fonts/colors used previously  Pane Layouts positioning Malfunction Security Data Performance Installation/Upgrade SDK Misc UI (Visual)
  30. 30. Security – Review of Security Types Content Security Data (OLAP ) Security Roles • Which portions of the data will be available • Defined in terms of Dimensions and Members Users • Which workboards will be available UI (Visual) Malfunction Data Performance Installation/Upgrade SDK Misc Security
  31. 31. Security Issues - Diagnoses  Validation steps:  User Impersonation using:  SQL Management Studio  Necto Run As… Role Definitions Import / Sync Roles IIS Definition Browser Definition End user Definition UI (Visual) Malfunction Data Performance Installation/Upgrade SDK Misc Security
  32. 32. Security Data  What is a data Error?  Wrong data value  Incorrect calculations  Totals not being summed up correctly  Any other issue that causes false data UI (Visual) Malfunction Performance Installation/Upgrade SDK Misc Data
  33. 33. Data - Diagnosis  Test in the SQL Management Studio and MDX Studio  Test in different application: Excel Pivot Tables  Simplify view / create a new view  Review resolve order  Test advanced settings  Locate error location: server, client or both Security UI (Visual) Malfunction Performance Installation/Upgrade SDK Misc Data
  34. 34. Data – Diagnostic Tools  TraceQueries - capture MDX into a log file  Send the cube  Without data or with demo data  Attach relevant view Security UI (Visual) Malfunction Performance Installation/Upgrade SDK Misc Data
  35. 35. Data Performance  Find the bottleneck Security UI (Visual) Malfunction Installation/Upgrade SDK Misc Performance
  36. 36. Data Performance  Measure in seconds / minutes  Activate or Deactivate cache and measure again  Test different applications  Example: Excel Pivot Table  Review the view structure:  Large dimensions used in axis  Nesting Security UI (Visual) Malfunction Installation/Upgrade SDK Misc Performance
  37. 37. Performance Installation / Upgrade  Access permissions  Network access restrictions (firewalls, blocked port numbers)  Validate installation prerequisites  Check installation log  Migration of data from NovaView if relevant. Data Security UI (Visual) Malfunction SDK Misc Installation/Upgrade
  38. 38. SDK  Create an HTML file based on SDK sample.  Create an HTML component or JavaScript in a Necto WorkBoard. Performance Data Security UI (Visual) Malfunction Installation/Upgrade Misc SDK
  39. 39. Resolution Web/Email/Phone contact Gathering Information Classification Diagnostics Resolution
  40. 40. New Feature Request / Hot Fix Gather information Understand reason Product Manager review Approval / Reject Prioritization Implementation
  41. 41. Summary  Search Knowledge base and Forum before calling  Help us improve: indicate and provide missing knowledge  Provide detailed incident information, screenshots and relevant logs  We are here to help you with incidents and to provide knowledge
  42. 42. Thank you Any Questions?

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