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Last modified by Erik Bakker on 2024/09/03 09:57
From version 11.1
edited by Erik Bakker
on 2024/02/09 08:39
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To version 13.1
edited by Erik Bakker
on 2024/02/09 08:53
Change comment: There is no comment for this version

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19 19  
20 20  ==== 3.1.1 Question the client ====
21 21  
22 -Before you even open eMagiz the first task is to clarify the problem reported by the client. In this discussion, which can happen in person or digitally, the following questions will ensure you learn a lot from the context of the problem:
22 +Before you even open eMagiz the first task is to clarify the problem reported by the client. In this discussion, which can happen in person or digitally, the following questions will ensure you learn a lot from the context of the problem. Note that the initial clarification given by the client upon reporting the ticket can be sufficient to answer the questions below.
23 23  
24 24  * Can you, as the reporter, shed light on what you think the problem is? Is there already information known to the client (i.e. error messages, logging) that will help you understand the problem.
25 25  * Has something changed in the weeks leading to when the problems occurred?
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36 36  
37 37  * [[Dashboard>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-manage-determining-origin-of-error-message||target="blank"]]
38 38  ** In here you can view the error messages on flow level. This way you can easily see whether there are any errors in the reported flow or any flow that is related.
39 -* [[Queue>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Messaging.crashcourse-messaging-interpreting-queue-statistics-gen3||target="blank"]]/[[HTTP>>doc:Main.eMagiz Academy.Microlearnings.Advanced Level.Advanced monitoring.advanced-monitoring-http-statistics||target="blank"]]/[[Event Streaming>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Event Streaming.crashcourse-eventstreaming-managing-your-event-streaming-solution||target="blank"]] Statistics
39 +* [[Queue>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Messaging.crashcourse-messaging-interpreting-queue-statistics-gen3||target="blank"]]/[[HTTP>>doc:Main.eMagiz Academy.Microlearnings.Advanced Level.Advanced monitoring.advanced-monitoring-http-statistics.WebHome||target="blank"]]/[[Event Streaming>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Event Streaming.crashcourse-eventstreaming-managing-your-event-streaming-solution||target="blank"]] Statistics
40 40  ** In here you can view (depending on the pattern) whether messages actually ended up in a specific part of the process. When starting at the end of the process you can work your way back to the starting point of the process to see where the message broke down and if it even reached eMagiz in the first place.
41 +* Logging
42 +** When the two approaches above don't get the clarity you want it is good to take a look at the logging within eMagiz. In here filter first on type Error and subsequently on type Warning (within the time frame of the reported problem) to see whether any logging can shed a light on the problem.
41 41  
44 +Should Manage not provide you the answers it becomes time to challenge the assumptions of the client on the problem. This can be done with the help of the Deploy phase ([[Compare Releases>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-deploy-create-new-release||target="blank"]], [[Start/Stop Flows>>doc:Main.eMagiz Academy.Microlearnings.Intermediate Level.eMagiz Runtime Management.intermediate-emagiz-runtime-management-start-stop-flows.WebHome||target="blank"]], [[Properties>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-deploy-property-management-new||target="blank"]]) and Create ([[Flow Designer>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-create-flow-editor-basics||target="blank"]]). In these two phases you need to verify the following.
42 42  
46 +* Is the expected flow version running?
47 +* Is the expected runtime running stable?
48 +* Is a property value updated?
49 +* Is there a configuration problem in the current flow version in Create that is also deployed?
50 +
51 +With all this information you should be able to solve 99% of all the **flow** related support tickets.
52 +
53 +
43 43  First, you should check the assumptions of the person coming to you with a ticket. This is for both the Create and the Deploy phase of eMagiz. In Deploy, you check which version of a flow is running and whether this matches the client's expectations. Once you have established the correct flow version, it could happen that what is running is not what a user expected. The first step is to eliminate this mismatch.
44 44  
45 45  If the flow version is as expected, we can check the [[properties>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-deploy-execute-deployment-plan-gen3.WebHome||target="blank"]] to see whether we see any changes. In this situation, always verify whether the user deployed the flow **after** the property value was changed.