Troubleshooting Kinetic Request and Task

2. Troubleshooting Kinetic Request and Task You will never find a more wretched hive of scum and villainy.

3. 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…” 10 years at Kinetic Data Phone:651-556-1020 Email:support@kineticdata.com

4. Jarrod Augustson Developer/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 …” 8 years at Kinetic Data Phone: 651-556-1020 Email: Jarrod.Augustson@kineticdata.com

5. Chris Woyton Support/Training Fun Dr. Who fact! “…David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)…” 3 years at Kinetic Data Phone:651-556-1020 Email:support@kineticdata.com

6. Brent Hanson Developer / 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.” 9 yrs, 4 months, 15 days, 6 hours and approx. 30 minutes at Kinetic Data Phone: 651-556-0922 Email:brent.hanson@kineticdata.com

8. Questions!?!?!?!

9. Agenda • Installs • Tasks • Events • More Questions

10. Installs “…and ‘poof’, it’s installed.”

11. 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

12. Kinetic Community • http://community.kineticdata.com • Install files and instructions • Lots of interesting, cool and helpful information

13. Compatibility http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility

14. 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

15. 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

16. 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.

17. 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

18. 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

19. Generating License Keys – con’t

20. Where do I find the error information? • You find them in the log files • http://mywebserver.mycompany.com:8080/kinetic/AdminConsole

21. Web Server / Servlet Engine logs

22. Installation Logs

23. Tasks The little engine that does.

24. Tasks • Basics • Operations • Logs • Exceptions • Retrys • Breaking down the data • Common Errors

25. 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

26. Exceptions • Components • Retry • The Forbidden Trigger • Create a Start Trigger from the Console

27. What’s Important - Exceptions

28. When to Retry - Exceptions • Data Issues • Logic? • Logic? • Skipping • You Don’t Know When Not to Retry - Exceptions

29. 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)

30. Manually Creating Start Triggers • What? – Why? • Really just for testing • What do you need? • Results • http://your_server/kineticTask/start_tasks.html

31. Manually Create a Trigger

32. Trigger Field Descriptions

33. 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;

34. 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

35. 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.

36. Super Fun Happy Times with Events Who knew we would all become Event Planners?

37. Agenda • What are Events? • Be an Event Detective • Common Problems • Troubleshooting – Use the Event Detective Skills • Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

38. 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

39. Be an Event Detective • What’s Expected? • What Actually Happens? • When does the Problem Occur? • Have any Changes been Made? – The Answer is YES

40. Common Problems • ERROR (303): Form Does Not Exist on Server; • A Question is Required but Not Displayed to the End User

41. Form does not exist on server • ERROR (303): Form does not exist on server;

42. Be an Event Detective • What’s Expected? • Open the Service Item and the Category is Populated

43. Be an Event Detective • What Actually Happens? • Open the Service Item Boom…Error

44. Be an Event Detective • When does the Problem Occur? • On Load

45. Be an Event Detective • Have any Changes been Made? • Service Item Moved into Production

46. 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

47. Troubleshooting • Review Events on the Page Load • Look for Set Fields – External Events

48. Fix • Finding: • JMA-CTI Testing Form Does Not Exist in Production • Fix: • Import JMA-CTI Testing Form into Production

49. Required but Not Displayed • A Question is Required but Not Displayed to the End User

50. Be an Event Detective • What’s Expected? • Select Software and Software Cost is Inserted and Required