Tips & Tricks from Support
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- Avice Horn
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2 June 2015 Tips & Tricks from Support Josef Scharl
3 Agenda + Efficient collaboration: Customer Support + Top incident tickets How to resolve them? 3 Property of Automic Software. All rights reserved
4 Efficient collaboration: Customer Support You hate to play ticket ping-pong? provide the same information every time? push support for updates? Just solve it by perfect ticket creation maintain your customer profile use customer portal for transparent ticket overview 4 Property of Automic Software. All rights reserved
5 Efficient collaboration: Customer Support Perfect ticket creation Ticket type Structured description & clear statement Prioritization and scheduling Maintain your customer profile for Profile Based Support Use customer portal for transparent ticket overview 5 Property of Automic Software. All rights reserved
6 Efficient collaboration: Customer Support Perfect ticket creation Ticket type Product Issues General Question Installation/Upgrade Request Support Zone Example Incident, system outage, malfunction Supported products and versions, EoS, EoM Something related to new or update installation Currently not used Something related to the customer portal 6 Property of Automic Software. All rights reserved
7 Efficient collaboration: Customer Support Perfect ticket creation Structured description & clear statement The gist of the matter Des Pudels Kern Clearly formulated and structured Include all absolutely necessary information Exclude all the other stuff Has it worked before? What has change since then? Is it reproducible? Provide the steps to reproduce 7 Property of Automic Software. All rights reserved
8 8 Property of Automic Software. All rights reserved
9 Efficient collaboration: Customer Support Perfect ticket creation Prioritization and scheduling Impact and urgency: Set according to the explanation at the Support portal: Let us know reasons for high and medium impact or urgency Deadline let us know any deadlines at the beginning of the description Tip: Use the Automic Automation Support portal: for perfect ticket creation! 9 Property of Automic Software. All rights reserved
10 Efficient collaboration: Customer Support Maintain your customer profile for Profile Based Support What is the customer profile? Contains information about an AE environment based on the system overview Collectable with an Automic tool and sharable as csv-file per Centrally stored for your individual support tickets Where can I find more information and the tool? Knowledge Base Entry: KB How to maintain the customer profile? Send the profile recurring or based on ticket occasion Tip: Use Profile Based Support to reduce information ping-pong avoid providing the same information every time 10 Property of Automic Software. All rights reserved
11 11 Property of Automic Software. All rights reserved
12 Efficient collaboration: Customer Support Use customer portal for transparent ticket overview Track Incidents shows current status of not closed incidents Ticket status New Open Open, Waiting Problem Short Description starts with OWA# - Open Waiting Analysis OWF# - Open Waiting Fix OWR# - Open Waiting Release Need Further Information Solution Suggested Support is working Waiting for Customer customer feedback 3 rd level support is working Development is Bug confirmed, working waiting for fix Waiting for next service pack 12 Property of Automic Software. All rights reserved
13 13 Property of Automic Software. All rights reserved
14 Efficient collaboration: Customer Support You hate to play ticket ping-pong? provide the same information every time? push support for updates? Just solve it by perfect ticket creation maintain your customer profile use customer portal for transparent ticket overview 14 Property of Automic Software. All rights reserved
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16 Top incident tickets How to resolve them? How to setup a Windows Agent to run PowerShell jobs? Windows job type Interpreter and ECPEXE parameter creates special Agent KB As of V11 new function Register External Interpreters available KB Property of Automic Software. All rights reserved
17 Top incident tickets How to resolve them? Automic Agent and Firewall How connections are opened / initiated and how the data transfer works Agent and Server Service Manager Dialog and Service Manager Agent and Agent (Automic FT) KB What is "Keep Alive" and how does it work? KEEP_ALIVE is a bi-directional health check for the Agent - Server connection KB Property of Automic Software. All rights reserved
18 Top incident tickets How to resolve them? Service Manager UNIX - SetUID-BIT Why is the Service Manager started with SetUID BIT? KB Using UNC paths or mapped network drives (printers) in Windows jobs The system cannot find the path specified. Access is denied. KB Authorization System Access denied Error: U How to find the missing authorizations? KB Property of Automic Software. All rights reserved
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