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Last modified by Erik Bakker on 2024/09/03 09:57
From version 12.1
edited by Erik Bakker
on 2024/02/09 08:39
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To version 16.1
edited by Erik Bakker
on 2024/02/09 13:47
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Summary

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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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32 32  
33 33  Now that we have clarity on what we need to investigate and what the apparent problem is it becomes time to log in to eMagiz (my.emagiz.com) and open the model in question. With the information gathered in the first step you navigate to the Manage phase of eMagiz and select the environment in which the problem is occurring (mainly Production). In the Manage phase we have a lot of options at our disposal that will help us zoom in on the problem.
34 34  
35 +===== 3.1.2.1 Flow level =====
36 +
35 35  In case of a **flow level** problem the following overviews are most interesting when analyzing the ticket:
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"]]
... ... @@ -38,29 +38,46 @@
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 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.
43 +* Logging
44 +** 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  
46 +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.WebHome||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  
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.
48 +* Is the expected flow version running?
49 +* Is the expected runtime running stable?
50 +* Is a property value updated?
51 +* Is there a configuration problem in the current flow version in Create that is also deployed?
44 44  
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.
53 +With all this information you should be able to solve 99% of all the **flow** related support tickets.
46 46  
47 -Thirdly, we zoom into the Manage phase to gather related information in the form of error messages or logging that help us identify at what place in the integration the message has [[exited>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-manage-determining-origin-of-error-message||target="blank"]] the process. Once we have that, we can determine the [[cause>>doc:Main.eMagiz Academy.Microlearnings.Intermediate Level.Active Monitoring.intermediate-active-monitoring-determining-cause-of-error-message||target="blank"]] of the error message better. If there is no indication in the Error messages where the message broke down, it is wise to check the log entries and [[queue statistics>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Messaging.crashcourse-messaging-interpreting-queue-statistics-gen3||target="blank"]] for more information.
55 +===== 3.1.2.2 Runtime level =====
48 48  
49 -=== 3.2 Analysis ===
57 +In case of a **runtime level** problem the following overviews are most interesting when analyzing the ticket:
50 50  
51 -You can analyze most flow configuration problems in eMagiz with the above steps. The list below indicates various cases where part of the flow was misconfigured.
59 +* [[Runtime Statistics>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-manage-determining-origin-of-error-message||target="blank"]]
60 +** In here you can view statistics on runtime level. Here you can see whether a runtime is actually sending metrics and whether it is/was in trouble. This way you can easily see whether the runtime has a configuration or memory problem.
61 +* Logging
62 +** Once you have identified that a runtime is/was in trouble you can search for corresponding Error or Warning logs on runtime level. These shed additional light on why the runtime is in problem.
52 52  
53 -For more specific cases, please check out the following:
64 +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. In this phase you check on runtime level what the status of the runtime is. You can do this by accessing the context menu on runtime level and selecting the option "Details".
54 54  
55 -* [[Incorrect property configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-incorrect-property-configuration||target="blank"]]
56 -* [[Incorrect queue configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-incorrect-queue-configuration.WebHome||target="blank"]]
57 -* [[Incorrect groovy configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-incorrect-groovy-configuration.WebHome||target="blank"]]
58 -* [[FTP Configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-ftp-configuration.WebHome||target="blank"]]
59 -* [[Design runtime changes after Create>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-runtime-issues.rca-knowledgebase-design-runtime-changes-of-created-runtimes.WebHome||target="blank"]]
66 +[[image:Main.Images.RCA-Knowledgebase.WebHome@rca-knowledgebase-introduction--details-context-menu-deploy-architecture.png]]
60 60  
68 +Selecting this option will lead you to the "Status" tab in which you can see whether the runtime is running (or not) and for how long it is in the current state.
69 +
70 +[[image:Main.Images.RCA-Knowledgebase.WebHome@rca-knowledgebase-introduction--details-status-menu-deploy-architecture.png]]
71 +
72 +With all this information you should be able to solve 95% of all the **flow** related support tickets.
73 +
74 +{{info}}Should you be unable to resolve the problem with only information from eMagiz you can check, assuming you have access, additional information in AWS and Portainer. These are not discussed here any further as they are only accessible for a limited set of users.{{/info}}
75 +
61 61  == 4. Result ==
62 62  
63 -Once the flow configuration problem is identified, you can work towards analyzing and fixing the problem.
78 +With the help of this structure and the specified RCA-knowledgebase entries you are able to solve the vast majority of problems on your own or with a little help.
79 +
80 +* [[Configuration Issues>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues||target="blank"]]
81 +* [[Cloud Issues>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-cloud-issues.WebHome||target="blank"]]
82 +* [[Runtime Issues>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-runtime-issues.WebHome||target="blank"]]
64 64  )))
65 65  
66 66  (((