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4		-This document will use the actual root cause analysis information to make a generic view that can be used if you run into the same or similar problem. Finally, the document will describe the situation, the problem, the analysis, and the result.
	4	+In this introduction to the RCA Knowledge base we will describe a generic process that can be used by a support engineer to better, and hopefully faster, analyze support tickets that are coming in.
5	5
6	6	Should you have any questions, please get in touch with [[academy@emagiz.com>>mailto:academy@emagiz.com]].
7	7
8	8	== 1. Situation ==
9	9
10		-Sometimes, a ticket suggests that something on the flow level might not work as expected and warrants further investigation. In these situations, executing various checks in the Design, Create, and Deploy phases of eMagin is good for zooming in on the problem. This entry will look at a generic approach to this and various situations we have encountered in the past few years.
	10	+When a ticket comes in it is up to the Support Engineer to determine, once the ticket is accepted, what the cause of the problem described in the ticket. When looking at the context of eMagiz there is a predefined set of steps one can follow to understand the problem better and subsequently arrive at conclusions. In the remainder of this introduction we will describe this step by step approach as a written reminder of how to go about solving a support ticket.
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12	12	== 2. Problem ==
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14		-A suspected configuration problem on the flow level needs to be analyzed generically.
	14	+A ticket related to an eMagiz model is registered and needs to be solved.
15	15
16	16	== 3. Analysis ==
17	17
18		-=== 3.1 Reproduction ===
	18	+=== 3.1 Step by step approach ===
19	19
	20	+==== 3.1.1 Question the client ====
	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:
	23	+
	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	+* Has something changed in the weeks leading to when the problems occurred?
	26	+* Is the problem specific to a single flow (i.e. flow level) or does it appear generic (i.e. runtime level)?
	27	+* Is the flow/runtime running in the eMagiz cloud or on-premise? (or is it a mendix system)
	28	+* In what environment is the problem occurring?
	29	+* Can I get access to the model in which the problem is occuring?
	30	+
	31	+==== 3.1.2 Analyze problem in eMagiz ====
	32	+
	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	+
	35	+In case of a flow level problem the following overviews are most interesting when analyzing the ticket:
	36	+
	37	+* [[Dashboard>>doc:Main.eMagiz Academy.Microlearnings.Crash Course.Crash Course Platform.crashcourse-platform-manage-determining-origin-of-error-message.WebHome||target="blank"]]
	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.
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	40	+
20	20	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.
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22	22	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.
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33	33	* [[Incorrect queue configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-incorrect-queue-configuration.WebHome||target="blank"]]
34	34	* [[Incorrect groovy configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-incorrect-groovy-configuration.WebHome||target="blank"]]
35	35	* [[FTP Configuration>>doc:Main.eMagiz Support.RCA Knowledge Base.rca-knowledgebase-configuration-issues.rca-knowledgebase-ftp-configuration.WebHome||target="blank"]]
36		-* [[Design runtime changes after Create>>doc:Main.eMagiz Support.RCA Knowledge Base.Runtime Issues.rca-knowledgebase-design-runtime-changes-of-created-runtimes.WebHome||target="blank"]]
	57	+* [[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"]]
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38	38	== 4. Result ==
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