troubleshooting kinetic request and task
DESCRIPTION
Troubleshooting Kinetic Request and Task. You will never find a more wretched hive of scum and villainy. 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… ”. - PowerPoint PPT PresentationTRANSCRIPT
Troubleshooting Kinetic Request and Task
You will never find a more wretched hive of scum and villainy.
10 years at Kinetic Data Phone:651-556-1020 Email:[email protected]
Derick LarsonSupport/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…”
8 years at Kinetic Data Phone: 651-556-1020 Email:
Jarrod AugustsonDeveloper/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
…”
3 years at Kinetic Data Phone:651-556-1020 Email:[email protected]
Chris WoytonSupport/Training
Fun Dr. Who fact!“…David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)…”
9 yrs, 4 months, 15 days, 6 hours and approx. 30 minutes at Kinetic Data
Phone: 651-556-0922 Email: [email protected]
Brent HansonDeveloper / 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.”
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Questions!?!?!?!
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Agenda
InstallsTasksEventsMore Questions
Installs
“…and ‘poof’, it’s installed.”
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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
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Kinetic Community http://community.kineticdata.com Install files and instructions Lots of interesting, cool and helpful information
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Compatibility
http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility
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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
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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
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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.
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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
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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
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Generating License Keys – con’t
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Where do I find the error information? You find them in the log files http://mywebserver.mycompany.com:8080/kinetic/AdminConsole
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Web Server / Servlet Engine logs
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Installation Logs
Tasks
The little engine that does.
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Tasks
Basics Operations Logs
Exceptions Retrys Breaking down the data
Common Errors
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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/Compatibility
Logs Where Differences
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Exceptions
Components Retry The Forbidden Trigger Create a Start Trigger from the Console
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What’s Important - Exceptions
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When to Retry - Exceptions
Data Issues Logic?
Logic? Skipping You Don’t Know
When Not to Retry - Exceptions
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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 Required Fields:source, source_id, task_tree_instance_id, task_tree_node_id, action_type (Root), execution_type (Active), status (new), assignee_group(Public)
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Manually Creating Start Triggers What? – Why? Really just for testing What do you need? Results http://your_server/kineticTask/start_tasks.html
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Manually Create a Trigger
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Trigger Field Descriptions
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Common Issues – (In)Valid XML
Passing Valid XML http://community.kineticdata.com/20_Kinetic_Task/Solutions/
Eliminate_Invalid_XML_Characters
Results Passed by Approvals Messages Engine will interpret the escaped characters Invalid Characters: &, <,> Replacements %amp; %gt; %lt;
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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
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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.
Super Fun Happy Times with Events
Who knew we would all become Event Planners?
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Agenda
What are Events? Be an Event Detective Common Problems Troubleshooting – Use the Event Detective Skills Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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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
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Be an Event Detective
What’s Expected? What Actually Happens? When does the Problem Occur? Have any Changes been Made? – The Answer is YES
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Common Problems
ERROR (303): Form Does Not Exist on Server; A Question is Required but Not Displayed to the End User
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Form does not exist on server
ERROR (303): Form does not exist on server;
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Be an Event Detective
What’s Expected? Open the Service Item and the Category is Populated
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Be an Event Detective
What Actually Happens? Open the Service Item Boom…Error
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Be an Event Detective
When does the Problem Occur? On Load
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Be an Event Detective
Have any Changes been Made? Service Item Moved into Production
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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
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Troubleshooting
Review Events on the Page Load Look for Set Fields – External Events
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Fix
Finding: JMA-CTI Testing Form Does Not Exist in Production
Fix: Import JMA-CTI Testing Form into Production
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Required but Not Displayed
A Question is Required but Not Displayed to the End User
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Be an Event Detective
What’s Expected? Select Software and Software Cost is Inserted and Required
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Be an Event Detective
What’s Expected? Select Hardware and Hardware Cost is Inserted and Required
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Be an Event Detective
What Actually Happens? Select Hardware then Software (Click Happy) and Bang…Error
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Be an Event Detective
When does the Problem Occur? On Change of the Category Question
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Be an Event Detective
Have any Changes been Made? No – Yes this is actually the correct answer
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Be an Event Detective
What are our Clues? Changing the Category Causes the Error No Changes Made Hardware Cost is Required but Not Displayed
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Troubleshooting
Review Events on the Category Question
Look for Insert/Remove and Required/Optional
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Fix
Finding: Forgot to Check the Also Make Optional Box
Fix: Check the Also Make Optional Box
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Thank you Brent!!!!!!!!!!!
Pain Point: Finding Events in your Service Item
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Thank you Brent!!!!!!!!!!!
Solution: Version 5.1 The Events Tab = Game Changer
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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
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Summary
What are Events? Be an Event Detective Common Problems Troubleshooting Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Be an Event Detective
Say it With Me: What’s Expected? What Actually Happens? When does the Problem Occur? Have any Changes been Made?
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