Infor Xtreme Proactive Support. ISA (Infor Support Assistant) Infor Xtreme Knowledge Base. Frédérique Nielsen, Principal Support Analyst

Transcription

1 Infor Xtreme Proactive Support ISA (Infor Support Assistant) Infor Xtreme Knowledge Base Frédérique Nielsen, Principal Support Analyst 1

2 Agenda 1. ISA : Infor Support Assistant 1. Background, What is ISA? 2. How do you enable your M3 BE installation for ISA? 3. How will you benefit from ISA in Infor Xtreme? 2. Xtreme Knowledge Base 2

3 ISA (Infor Support Assistant) 3

4 ISA for M3 BE - Background 4

5 Background How many times have you been asked these questions? Do you have JT installed? I cannot connect; can you perform a find class on this Java program and tell me your latest fix? What is your M3BE release? 13.1? Do you mean M3BE 13.1 (M3 7.1) or do you mean M3BE (M3 13.1)? What fix difference is there between your Test and Prod environments? 5

6 Is there a way to get those answers faster? YES! Think ISA 6

7 What is ISA? 7

8 ISA for M3 Business Engine ISA = Infor Support Assistant ISA is one of your best assets for delivering proactive support Enables you to send your environment and product information to Infor Xtreme: The M3 BE and M3 Foundation version you run The fixes you have installed Information per environment That information is processed and the results are available in Infor Xtreme For yourself For our support staff 8

9 ISA for M3 Business Engine Available for M3 BE version and version 15.1.x Not available for older versions Provided free of charge Is absolutely not a license audit tool! Is enabled via M3 Lifecycle Manager (LCM) 9

10 ISA for M3BE: How does it work? Customer Xtreme Support E n v 1 E n v 2 I S A I S A Automatic Transfer Adhoc data Transfer KB Data 10

11 ISA for M3BE: How does it work? Customer Infor Xtreme E n v 1 E n v 2 I S A I S A Automatic transfer Ad hoc data transfer KB Data Your missing patches 12

12 ISA for M3BE: How does it work? Customer Infor Xtreme E n v 1 E n v 2 I S A I S A Automatic transfer Ad hoc data transfer KB Data Information ready to assist you 14

13 How to enable M3BE for ISA 15

14 Installing ISA for M3BE Four easy steps: 1. Download ISA 2. Upload ISA 3. Configure 4. Start sending BODs 16

15 Step 1: Download the ISA plug-in Xtreme Knowledge Base KB (Search for M3BE ISA ) Download product package 17

16 Step 2: Upload ISA to LCM Upload the plug in Restart the LCM Client 18

17 Step 3: Initial configuration Decide where to store you BODs locally Choose your environment 19

18 Step 4: Start sending BODs M3ISA / Upload to INFOR Server Connect to Xtreme 20

19 Sending BODs BODs are uploaded to our central ISA Server Port 80 and 443 are used ISA is using the same proxy setting as CCSS, set in the LCM Can be sent directly (LCM upload) or sent manually (Infor Xtreme incident) 21

20 How you will benefit from ISA 23

21 Benefits of ISA 1. Critical notifications Inform you of any critical data that impact your specific version of M3 2. Missing Patch Assistant List patches that are missing in each of your environments You get faster resolution of incidents thanks to data provided about your environments 24

22 Benefit 1: Critical notification We can reach out to customers running a specific version and not the others This patch is important to your environment 25

23 Benefit 1: Critical Notifications Register for Interactive Briefings 26

24 Benefit 2: Missing Patch Assistant Action Items App List of Missing Patches can be displayed on the Action Items Support App on the Patches tab Displays missing patch type KB Articles by Product and Environment Visual notification of number Critical Patches missing. Displays last ISA collection and when Infor Xtreme last checked for missing patches Register for Interactive Briefings 27

25 ISA and our future We plan More M3 products powered by ISA More Xtreme enhancements for better usability ISA is the future of Xtreme Support Don t get left behind: Join our future today! 28

26 Need assistance with ISA For any questions or suggestions about ISA for M3 BE, do not hesitate to report an incident: Product Line: ISA Support Product : ISA for M3BE 29

27 ISA for M3BE What to remember? ISA for M3 BE and 15.1 Send your Environment, Product and Fix data to ISA/Xtreme Quick implementation from M3 Lifecycle Manager Free of charge service (included in your maintenance agreement) Benefits: Quickly locate missing patches Faster resolution for incidents Remember that ISA is our future for delivering Proactive Support 30

28 Any questions? 31

29 Xtreme Knowledge Base 32

30 Type Knowledge: Support notes, question/answer Cumulative/Service Pack/Patch Release: Correction record Status indicates the phase in the lifecycle of the article Under review: the article is ready, a peer is requested to review Complete: final Candidate for development: Waiting for a fix from LPD Deferred to Future Release: Low priority error fixed in a later released Void: removed 33

31 Xtreme Knowledge Base - Demo 34

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