This document provides tips and tricks for Automic support. It discusses how Automic support works with a global team of 73 ITIL-certified experts. It recommends gathering all necessary information in the first contact to improve resolution times. For Applications Manager issues, it suggests enabling different types of debugging depending on the problem. For ONE Automation issues, it introduces the Trace Scheduler and Logfile Collector support tools. It provides guidance on when and how to use tracing to troubleshoot performance problems.
Application Performance Management - Solving the Performance PuzzleLDragich
Solving the Performance Puzzle: A Simple APM Methodology
This presentation outlines The Principles of APM that can be applied to any monitoring initiative or strategic discussion about application performance.
How to Configure the CA Workload Automation System Agent agentparm.txt FileCA Technologies
Unlock the mystery and power of CA Workload Automation System Agent by understanding how to configure its agentparm.txt file.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
CA Workload Automation Agent Monitor Overview - CA Workload Automation Techno...Extra Technology
To book your place at the next WATS event, please get in touch with CA Technologies' Preferred Partner Extra Technology using http://www.extratechnology.com/contact.
CA Technologies' Bill Sherwin (@CA7WA_Expert) presented 'CA Workload Automation Agent Monitor Overview' at the 'CA Workload Automation Technology Summit (WATS) 2015' event on 13 October 2015 at the Grange City Hotel, London, UK.
CA7, AutoSys and dSeries UK User Groups meetings are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7, dSeries and Workload Agents.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies and customers.
#WATS #CA7 #AutoSys #WAAE #dSeries #WADE #WorkloadAutomation #r11.3 #AgentMonitor @CAinc @CA_Community @extratechnology @CA7WA_Expert
AppSphere 15 - Deep Dive into AppDynamics Application AnalyticsAppDynamics
In this session, we will dive into the internals of the architecture and technology which power AppDynamics Application Analytics and into the new features in the 4.2 release. Specifically, we will look at AppDynamics query language, transactions/logs correlation, deeper insight from data, API for ingesting custom data, API for searching programmatically AppDynamics data. We will share and investigate the new widgets, custom dashboards for visualization along with granular access control to protect your data. Watch this presentation in order to learn the technical ins-and-outs of the AppDynamics Application Analytics platform.
This deck was originally presented at AppSphere 2015.
This presentation explores how CA Workload Automation iDash is used in real-world customer implementations. Learn how organizations use CA Workload Automation iDash to report on their workloads and protect their business processes by predicting in advance when critical SLAs may be at risk.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
The New Features and Enhancements in CA Workload Control Center (WCC) r11.4 S...Extra Technology
To book your place at the next WATS event, or to learn more about CA Technologies' Workload Automation solutions, please contact Extra Technology via http://www.extratechnology.com/contact.
CA Technologies' Pavel Sestak and Jiri Knejp presented and demonstrated 'The New Features and Enhancements in CA Workload Control Center (WCC) r11.4 SP1' at 'CA Workload Automation Technology Summit (WATS) 2015' on 13 October 2015 at the Grange City Hotel in London, UK.
Since 2013 the UK User Group meetings for AutoSys, dSeries and CA7 are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7 and dSeries.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies, Extra Technology and members of the CA User Community.
#WATS #AutoSys #WCC @CAinc @CA_Community @extratechnology
CA 7 Workload Agent Diagnostics - CA Workload Automation Technology Summit (W...Extra Technology
To book your place at the next WATS event, please get in touch with CA Technologies' Preferred Partner Extra Technology at http://www.extratechnology.com/contact.
This 'CA7 Workload Agent Diagnostics' presentation by CA Technologies' Bill Sherwin (@CA7WA_Expert) at 'CA Workload Automation Technology Summit (WATS) 2015' on 13 October 2015 at the Grange City Hotel, London, UK.
CA Workload Automation iDash monitors CA Workload Automation AutoSys Edition (AE) and CA Workload Automation CA 7® Edition environments and performs real-time forecasts. This service level management and advanced reporting software generates alerts when the thresholds are at risk of being missed and can execute automated recovery actions.
Since 2013 the UK User Group meetings for AutoSys, dSeries and CA7 are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7, dSeries and JMO.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies and customers.
#WATS #CA7 #WorkloadAgent #WorkloadAutomation #Diagnostics @CAinc @CA_Community @extratechnology
Automating Workload AE and DE; Agent Deployment and ConfigurationCA Technologies
The new Workload Agent added features to platforms like Workload Automation AE and expanded functionality on Workload Automation DE. It also introduced a new problem however, management of configuration files across 100s, 1000s and sometimes tens of thousands of servers. This presentation steps through a solution to this operational problem.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
Explore the components of a simple web app and then see how Applications Manager helps you discover and map relationships between your apps and take a look at the wide range of business critical metrics monitored for every app/ server in your network. We will also explore how to logically group your apps so as to achieve maximum productivity from your IT department.
AppSphere 15 - AppDynamics: Beyond APM - Building an Operations CenterAppDynamics
In this service defined world where businesses are powered by software, delivering exceptional end user experience has become the top priority for modern enterprises. DevOps collaboration has become key for enterprises to deliver their services in a lean and agile manner while ensuring the best end-user experience.
Entertainment Partners started its journey with AppDynamics APM by monitoring applications in production to solve problems faster and to ensure a stable operating platform; during the last year, they have taken their APM solution past the barrier by using it earlier in their application lifecycle for enabling DevOps collaboration and continuous delivery of their applications. Most importantly, AppDynamics has become a focal “single painted glass” for operationalizing the support lifecycle of our critical services. Join this session and learn from Entertainment Partners as they share the best practices from their journey of starting with APM and then evolving to DevOps with “single painted glass” AppDynamics Solution.
This deck was originally presented at AppSphere 2015.
How to Overcome the 5 Barriers to Production App Security TestingCenzic
View the slides from Sameer Dixit and Chris Harget's energetic discussion about the five most common obstacles to monitoring production applications for new vulnerabilities. This webinar will set you on a path rise above the production security challenges of downtime, data loss and disgrace.
Webinar recording at: https://info.cenzic.com/overcome-barriers-prod-app-sec.html
Application Performance Management - Solving the Performance PuzzleLDragich
Solving the Performance Puzzle: A Simple APM Methodology
This presentation outlines The Principles of APM that can be applied to any monitoring initiative or strategic discussion about application performance.
How to Configure the CA Workload Automation System Agent agentparm.txt FileCA Technologies
Unlock the mystery and power of CA Workload Automation System Agent by understanding how to configure its agentparm.txt file.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
CA Workload Automation Agent Monitor Overview - CA Workload Automation Techno...Extra Technology
To book your place at the next WATS event, please get in touch with CA Technologies' Preferred Partner Extra Technology using http://www.extratechnology.com/contact.
CA Technologies' Bill Sherwin (@CA7WA_Expert) presented 'CA Workload Automation Agent Monitor Overview' at the 'CA Workload Automation Technology Summit (WATS) 2015' event on 13 October 2015 at the Grange City Hotel, London, UK.
CA7, AutoSys and dSeries UK User Groups meetings are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7, dSeries and Workload Agents.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies and customers.
#WATS #CA7 #AutoSys #WAAE #dSeries #WADE #WorkloadAutomation #r11.3 #AgentMonitor @CAinc @CA_Community @extratechnology @CA7WA_Expert
AppSphere 15 - Deep Dive into AppDynamics Application AnalyticsAppDynamics
In this session, we will dive into the internals of the architecture and technology which power AppDynamics Application Analytics and into the new features in the 4.2 release. Specifically, we will look at AppDynamics query language, transactions/logs correlation, deeper insight from data, API for ingesting custom data, API for searching programmatically AppDynamics data. We will share and investigate the new widgets, custom dashboards for visualization along with granular access control to protect your data. Watch this presentation in order to learn the technical ins-and-outs of the AppDynamics Application Analytics platform.
This deck was originally presented at AppSphere 2015.
This presentation explores how CA Workload Automation iDash is used in real-world customer implementations. Learn how organizations use CA Workload Automation iDash to report on their workloads and protect their business processes by predicting in advance when critical SLAs may be at risk.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
The New Features and Enhancements in CA Workload Control Center (WCC) r11.4 S...Extra Technology
To book your place at the next WATS event, or to learn more about CA Technologies' Workload Automation solutions, please contact Extra Technology via http://www.extratechnology.com/contact.
CA Technologies' Pavel Sestak and Jiri Knejp presented and demonstrated 'The New Features and Enhancements in CA Workload Control Center (WCC) r11.4 SP1' at 'CA Workload Automation Technology Summit (WATS) 2015' on 13 October 2015 at the Grange City Hotel in London, UK.
Since 2013 the UK User Group meetings for AutoSys, dSeries and CA7 are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7 and dSeries.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies, Extra Technology and members of the CA User Community.
#WATS #AutoSys #WCC @CAinc @CA_Community @extratechnology
CA 7 Workload Agent Diagnostics - CA Workload Automation Technology Summit (W...Extra Technology
To book your place at the next WATS event, please get in touch with CA Technologies' Preferred Partner Extra Technology at http://www.extratechnology.com/contact.
This 'CA7 Workload Agent Diagnostics' presentation by CA Technologies' Bill Sherwin (@CA7WA_Expert) at 'CA Workload Automation Technology Summit (WATS) 2015' on 13 October 2015 at the Grange City Hotel, London, UK.
CA Workload Automation iDash monitors CA Workload Automation AutoSys Edition (AE) and CA Workload Automation CA 7® Edition environments and performs real-time forecasts. This service level management and advanced reporting software generates alerts when the thresholds are at risk of being missed and can execute automated recovery actions.
Since 2013 the UK User Group meetings for AutoSys, dSeries and CA7 are incorporated into WATS. Customers agree that WATS is a must-attend event for the CA Workload Automation community, showcasing CA's Workload Automation products including iDash, AutoSys, CA7, dSeries and JMO.
WATS is a free-of-charge event, sponsored and arranged by Workload Automation experts Extra Technology. It features guest speakers from CA Technologies and customers.
#WATS #CA7 #WorkloadAgent #WorkloadAutomation #Diagnostics @CAinc @CA_Community @extratechnology
Automating Workload AE and DE; Agent Deployment and ConfigurationCA Technologies
The new Workload Agent added features to platforms like Workload Automation AE and expanded functionality on Workload Automation DE. It also introduced a new problem however, management of configuration files across 100s, 1000s and sometimes tens of thousands of servers. This presentation steps through a solution to this operational problem.
For more information on Mainframe solutions from CA Technologies, please visit: http://bit.ly/1wbiPkl
Explore the components of a simple web app and then see how Applications Manager helps you discover and map relationships between your apps and take a look at the wide range of business critical metrics monitored for every app/ server in your network. We will also explore how to logically group your apps so as to achieve maximum productivity from your IT department.
AppSphere 15 - AppDynamics: Beyond APM - Building an Operations CenterAppDynamics
In this service defined world where businesses are powered by software, delivering exceptional end user experience has become the top priority for modern enterprises. DevOps collaboration has become key for enterprises to deliver their services in a lean and agile manner while ensuring the best end-user experience.
Entertainment Partners started its journey with AppDynamics APM by monitoring applications in production to solve problems faster and to ensure a stable operating platform; during the last year, they have taken their APM solution past the barrier by using it earlier in their application lifecycle for enabling DevOps collaboration and continuous delivery of their applications. Most importantly, AppDynamics has become a focal “single painted glass” for operationalizing the support lifecycle of our critical services. Join this session and learn from Entertainment Partners as they share the best practices from their journey of starting with APM and then evolving to DevOps with “single painted glass” AppDynamics Solution.
This deck was originally presented at AppSphere 2015.
How to Overcome the 5 Barriers to Production App Security TestingCenzic
View the slides from Sameer Dixit and Chris Harget's energetic discussion about the five most common obstacles to monitoring production applications for new vulnerabilities. This webinar will set you on a path rise above the production security challenges of downtime, data loss and disgrace.
Webinar recording at: https://info.cenzic.com/overcome-barriers-prod-app-sec.html
Automatic Data Encryption (ADE) is a security tool available for UniData and UniVerse. This session will concentrate on more real world topics rather than ‘how to’ . The intent is to provide the knowledge required for creating a strategy for your application and customers.
Zero Trust And Best Practices for Securing Endpoint Apps on May 24th 2021Teemu Tiainen
The great cyber security expert Sami Laiho returned as a keynote speaker with the theme of Zero Trust, but this time from the point of view of securing endpoint applications.
Sami Laiho is an internationally renowned and recognized specialist in access rights and endpoint security. In this webinar, Laiho and Centero's Juha Haapsaari discussed the Zero Trust model and securing endpoint applications – even in environments of over 100,000 workstations.
These are some of the themes we covered:
• How to ease your workload with allow-listing.
• Is allow-listing difficult? (A hint: it is not.)
• Implementing AppLocker to trim down your application portfolio.
• Restricting admin rights to control your IT environment.
• Managing and updating applications after allow-listing operations.
Zero Trust is a new paradigm for cyber security in organizations. Modern IT environments are complex by nature, and both users and devices are constantly on the move. Traditional methods are not sufficient to properly secure this kind of environment, and that’s where Zero Trust comes in.
Some of the most famous information breaches over the past few years have been a result of entry through embedded and IoT system environments. Often these breaches are a result of unexpected system architecture and service connectivity on the network that allows the hacker to enter through an embedded device and make their way to the financial or corporate servers. Experts in embedded security discuss key security issues for embedded systems and how to address them.
Can you process 10 trillion logs per day software architecture conference 2015Sumo Logic
Built on AWS, Sumo Logic’s multitenant machine data analytics service has scaled to query over 10 trillion logs per day. Christian Beedgen, Sumo Logic’s cofounder and CTO, will walk you through the planning and execution of a massive SaaS architecture and key insights he had along the way.
Topics include:
- a short history of scale
how we have needed to scale incrementally by several orders of magnitude since 2010
- how to recover from being an enterprise software engineer the realization that arguing with customers about Solaris vs Linux, and RAID 6 vs RAID 10 when selling them software is a waste of time; nobody wants to know how to run your system, users want to actually use your system; how building services is a way out of the enterprise software conundrum of having to manage increasingly complex systems is dragging users down; how the cloud turns every programmer into a datacenter architect
- herding microservices
a look at Sumo Logic’s microservices architecture; why we went this way; what we had to build to manage the herd 4 years ago; what we could today take off the shelf; how any real system service architecture diagram looks like spaghetti; how we deal with this at scale in operations
- factoring and refactoring on a new level, or how everything old is new again
maybe our OO skills are still useful; programmable infrastructure is still a program; any program benefits from factoring; any program benefits from refactoring; any system should be highly cohesive and loosely coupled; guess what, this still applies, but at a +1 higher layer of abstraction
- when not to scale
scaling out is great; scaling out in light of state is a bad idea; data and locality fragmentation; fractal horizontal scaling using partitioning and affinity; how to manage this operationally at runtime; musings on copy and paste scaling
Cloud architects – if you’re looking to improve scalability and performance, this session will share successes (and failures!) applicable to your own infrastructure.
Atlassian Executive Business Forum - LinkedIn HQServiceRocket
Presentation from September 2014 at LinkedIn Headquarters in Mountain View. The slides detail how LinkedIn is transforming their business with tools from Atlassian Software.
ServiceRocket is Atlassian's first and longest-serving Platinum Expert Partner.
Robot - 5 Reasons Developers Love Robot ScheduleHelpSystems
Could an automation tool like Robot job scheduling software for IBM i help your application development team be more productive? Yes, actually. View this PowerPoint to see how.
Dev ops ci-ap-is-oh-my_security-gone-agile_ut-austinMatt Tesauro
An overview of how to change security from a reactive part of the org to a collaborative part of the agile development process. Using concepts from agile and DevOps, how can applicaton security get as nimble as product development has become.
In-Memory Data Management Goes Mainstream - OpenSlava 2015Software AG
Manish Devgan's presentation from the OpenSlava 2015 Conference. The presentation will cover Ehcache and Terracotta Server, its recent milestones, and how it continues to help developers easily leverage in-memory storage for current and emerging workloads.
Watch the full presentation here: http://bit.ly/1MGwGUv
Harman deepak v - agile on steriod - dev ops led transformationXebia India
Focusing on faster development cycles packed with features…
Documentation to working software each iteration
Waterfall releases to Incremental high value feature releases
Dev + Test – one agile team with cross functional skills
Extending Jenkins to the Mainframe. A Simpler Approach.DevOps.com
Wouldn’t it be great to use familiar tools when you’re needing to integrate mainframe applications into your DevOps pipeline?
Mainframe applications have historically required specialized tools and knowledge to build, maintain and integrate with distributed systems. Existing tool integrations are designed for vendor-specific tool chains and they require a great deal of specialized knowledge and expertise to set up.
CA Technologies engineering decided to break with tradition and utilize advancements on the zOS platform to provide a Command Line Interface that turns Mainframe into “just” another deployment target for the DevOps pipeline.
In this webinar the presenters will show how to integrate, build and test COBOL applications into a modern DevOps pipeline managed by Jenkins Continuous Integration software.
Eliminate the Impact of Planned Downtime on your IBM iPrecisely
You depend on your IBM i systems to always be available. Yet maintenance is inevitable. Eventually, you will have to upgrade or replace outdated technologies or swap in a higher performance server to manage a greater volume of business. Additionally, over time, IBM i data files can include excessive wasted space as the storage occupied by logically deleted records is not released for re-use. Freeing that space may require unpredictably long system outages that can be unacceptable for many organizations.
The demands of today’s 24-7 business will not allow for large periods of downtime. Precisely can help you dramatically reduce or even eliminate the downtime you may experience with these sorts of challenges.
Join us to learn how to eliminate downtime for:
• Migrating to a new IBM i system or to the cloud
• Identifying and minimizing wasted space on IBM i production servers
• Implementing Encrypt While Active
How to save time and money with Versiondog - the
change management system for automated
environments.
Are you ready to radically reduce the risk of
production loss and damage to assets in your
business while making it a safer place to work for
your staff?
Releasing Mission-Critical Software at Amazon (DEV209-R1) - AWS re:Invent 2018Amazon Web Services
Come join us as we take a deeper look at Amazon's approach to releasing mission-critical software. In this session, we take a journey through the release process of an AWS Tier 1 service on its way to production. We follow a single code change from idea to release, and we focus on how Amazon updates critical software quickly and safely for its global customers. Throughout the talk, we demonstrate how our internal software release processes map to AWS developer tools, and we highlight how you can leverage AWS CI/CD services to create your own robust release process.
Flink Forward Berlin 2018: Wei-Che (Tony) Wei - "Lessons learned from Migrati...Flink Forward
In modern applications of streaming frameworks, stateful streaming is arguably one of the most important usage cases. Flink, as a well-supported streaming framework for stateful streaming, readily helps developers spend less efforts on system deployment and focus more on the business logic. Nevertheless, upgrading from an existing production system to a new one with stateful streaming can still be a challenging task for any development team. In this talk, we will share our experience in migrating an existing system at Appier (an AI-based startup specialized with B2B solutions) to stateful streaming with Flink. We will first discuss how stateful streaming matches our business logic and its potential benefits. Then, we review the obstacles that we have encountered during migration, and present our solutions to conquer them. We hope that our experience and tips shared in this talk hints future users to prepare themselves towards applying Flink in their production systems more painlessly.
Static Analysis Security Testing for Dummies... and YouKevin Fealey
Most enterprise application security teams have at least one Static Analysis Security Testing (SAST) tool in their tool-belt; but for many, the tool never leaves the belt. SAST tools have gotten a reputation for being slow, error-prone, and difficult to use; and out of the box, many of them are – but with a little more knowledge behind how these tools are designed, a SAST tool can be a valuable part of any security program.
In this talk, we’ll help you understand the strengths and weaknesses of SAST tools by illustrating how they trace your code for vulnerabilities. You’ll see out-of-the-box rules for commercial and open-source SAST tools, and learn how to write custom rules for the widely-used open source SAST tool, PMD. We’ll explain the value of customizing tools for your organization; and you’ll learn how to integrate SAST technologies into your existing build and deployment pipelines. Lastly, we’ll describe many of the common challenges organizations face when deploying a new security tool to security or development teams, as well as some helpful hints to resolve these issues
Recently, there’s been a lot of talk in the software development community about how deployment is evolving to become more or less continuous. By getting features to customers when they’re ready rather than waiting for a fixed update window, customers just get them faster.
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
Acorn Recovery: Restore IT infra within minutesIP ServerOne
Introducing Acorn Recovery as a Service, a simple, fast, and secure managed disaster recovery (DRaaS) by IP ServerOne. A DR solution that helps restore your IT infra within minutes.
This presentation, created by Syed Faiz ul Hassan, explores the profound influence of media on public perception and behavior. It delves into the evolution of media from oral traditions to modern digital and social media platforms. Key topics include the role of media in information propagation, socialization, crisis awareness, globalization, and education. The presentation also examines media influence through agenda setting, propaganda, and manipulative techniques used by advertisers and marketers. Furthermore, it highlights the impact of surveillance enabled by media technologies on personal behavior and preferences. Through this comprehensive overview, the presentation aims to shed light on how media shapes collective consciousness and public opinion.
0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
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
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 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 Property of Automic Software. All rights reservedProperty of Automic Software. All rights reserved
Customer Service Catalogue Structure
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 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 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 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 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 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
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 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 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 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 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 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 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.
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 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 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 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
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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
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 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 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?
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• 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 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??