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

 10 years at Kinetic Data  Phone:  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…”

 8 years at Kinetic Data  Phone:  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 …”

 3 years at Kinetic Data  Phone:  Chris Woyton Support/Training Fun Dr. Who fact! “…David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)…”

 9 yrs, 4 months, 15 days, 6 hours and approx. 30 minutes at Kinetic Data  Phone:  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.”

7

Questions!?!?!? !

9 Agenda  Installs  Tasks  Events  More Questions

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   Install files and instructions  Lots of interesting, cool and helpful information

13 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  %2F%2F_Task_3.0_Compatibility_Pack

15 Application Requirements  Request – & Task –  ARS 6.3 or greater  Java 1.5 or greater– 32-bit only  Web server – 32-bit only  Request & Task  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 

21 Web Server / Servlet Engine logs

22 Installation Logs

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  tibility tibility  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?  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?  _Starting_Nodes_with_Triggers _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 

31 Manually Create a Trigger

32 Trigger Field Descriptions

33 Common Issues – (In)Valid XML  Passing Valid XML  alid_XML_Characters alid_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  :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.

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

51 Be an Event Detective  What’s Expected?  Select Hardware and Hardware Cost is Inserted and Required

52 Be an Event Detective  What Actually Happens?  Select Hardware then Software (Click Happy) and Bang…Error

53 Be an Event Detective  When does the Problem Occur?  On Change of the Category Question

54 Be an Event Detective  Have any Changes been Made?  No – Yes this is actually the correct answer

55 Be an Event Detective  What are our Clues?  Changing the Category Causes the Error  No Changes Made  Hardware Cost is Required but Not Displayed

56 Troubleshooting  Review Events on the Category Question  Look for Insert/Remove and Required/Optional

57 Fix  Finding:  Forgot to Check the Also Make Optional Box  Fix:  Check the Also Make Optional Box

58 Thank you Brent!!!!!!!!!!!  Pain Point: Finding Events in your Service Item

59 Thank you Brent!!!!!!!!!!!  Solution: Version 5.1 The Events Tab = Game Changer

60 Thank you Brent!!!!!!!!!!!  Advantages of the Events Tab  Displays All Events on your Service Item  It’s a Table – I can Sort  Allows Modification  Less Headaches

61 Summary  What are Events?  Be an Event Detective  Common Problems  Troubleshooting  Thank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

62 Be an Event Detective  Say it With Me:  What’s Expected?  What Actually Happens?  When does the Problem Occur?  Have any Changes been Made?

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