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Necto TrainingModule 28: Panorama Support
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
Agenda
Support Organization and SLA Contacting Support Gathering Information Incident Classification Diagnostics Resolution
Support Organization and SLA
Support Team Responsibilities
Resolve Incidents
Provide Knowledg
e
Knowledge Sources
Knowledgebase site http://tech.panorama.com
Perform trainings online and on-site
Resolving IncidentsWhat 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.
Panorama Support SLA
Incident Type Definition/Impact ResponseTime
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
The Support Flow
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Contacting Support
Web/Email/Phone contact
Gathering InformationClassification
DiagnosticsResolution
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: +1-877-709-5858
Outside USA/Canada: +1-212-257-0500
Within Israel+1-809-37-00-73
Skype username: panoramasupport(pre-schedule required)
Contacting Support – via Support Site
http://tech.panorama.com/index.php/supportrequest
Open your case right from here, for the quickest service.
General Recommendation
Recommended communication language: English
Case number Will be assigned in first call Used for tracking for the lifetime of the case
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
circumstances? When did the problem initially start or when
have you noticed it? Last actions before the problem appeared?
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
Classification
Web/Email/Phone contact
Gathering InformationClassification
DiagnosticsResolution
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
Incident Categories•One or more applications did not load (connectivity)•Unexpected error or behavior
Malfunction (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
Diagnostics
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
Diagnostic Method Malfunction
(functionality)UI (Visual)
Security
Data
Performance
Installation/
UpgradeSDK
Misc
Diagnostics method depends on type of incident
Malfunction
Necto
Microsoft IIS
Microsoft
SQL/AS
Adobe Flash
Sun Java
ASP.NET
UI (Visual)Security
DataPerformanceInstallation/
UpgradeSDKMisc
Is Necto the problem? Or is it a 3rd party application?
Malfunction
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)
SecurityData
PerformanceInstallation/
UpgradeSDKMisc
Malfunction
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
SecurityData
PerformanceInstallation/
UpgradeSDKMisc
UI (Visual)
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
SecurityData
PerformanceInstallation/
UpgradeSDKMisc
UI (Visual)
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
SecurityData
PerformanceInstallation/
UpgradeSDKMisc
UI (Visual)
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
DataPerformanceInstallation/
UpgradeSDKMisc
Security
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
DataPerformanceInstallation/
UpgradeSDKMisc
Security
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
PerformanceInstallation/
UpgradeSDKMisc
Data
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
SecurityUI (Visual)
Malfunction
PerformanceInstallation/
UpgradeSDKMisc
Data
Data – Diagnostic Tools
TraceQueries - capture MDX into a log file Send the cube
Without data or with demo data Attach relevant view
SecurityUI (Visual)
Malfunction
PerformanceInstallation/
UpgradeSDKMisc
Data
Data
Performance Find the bottleneck
SecurityUI (Visual)
Malfunction
Installation/Upgrade
SDKMisc
Performance
Browser
Application
View
View operation
Data
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
SecurityUI (Visual)
Malfunction
Installation/Upgrade
SDKMisc
Performance
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
SecurityUI (Visual)
Malfunction
SDKMisc
Installation/Upgrade
SDK
Create an HTML file based on SDK sample. Create an HTML component or JavaScript in
a Necto WorkBoard.
PerformanceData
SecurityUI (Visual)
Malfunction
Installation/Upgrade
MiscSDK
Resolution
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution
New Feature Request / Hot Fix
Gather informati
on
Understand
reason
Product Manager review
Approval / Reject
Prioritization
Implementation
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
Thank youAny Questions?
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