SMP: Agentry Support Strategy and Exemplary Walkthrough · • The overall goal of support, system...

SMP Enterprise Grade Mobility – Webinar Series

Mark Pe – Senior Support Engineer / AGS Product Support

December 12, 2013

SAP Mobile Platform: Agentry Support Strategy and

Exemplary Walkthrough

Brought to you by the SAP Mobile Rapid Innovation Group (RIG)

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2

SAP Mobile Platform: Enterprise Grade Mobility

SCN pages and webinars bring to you

technical details on Enterprise Readiness

aspects of the SAP Mobile Platform (SMP).

• Webinars are done every week Thursday

until December. The schedule is

published on SCN.

http://scn.sap.com/docs/DOC-43425

• OnTopicPages presented links to White

Papers, How-To Guides, Blogs and other

resources.

http://scn.sap.com/docs/DOC-43424

Support Strategy & Exemplary Walkthrough

SMP Enterprise Grade Mobility – Webinar Series


Agenda

Practicing the Support Strategy – Walk thru

How to address a customer issue to be able to resolve the issues immediately?

Error Analysis

How to debug a problem and resolve?

Q&A

• Questions and Answer


Supporting Agentry – Practicing the Support Strategy (Session 3 of 3)

Slide 5

Support Strategy in Practice Ideal Support?

Remember the

• This session concentrates on practicing the learned knowledge from the first 2 sessions

• The goal is to use the knowledge to quickly answer the issues and to resolve immediately

• There is a requirement to know Agentry basics to address more advance issues

• The overall goal of support, system integrator/partner, customer admin/super user is to get

the answers needed to move on with the task and avoid sitting on a problem


Supporting Agentry – Walk thru (example 1)

I have an error what now?

Slide 6

PROBLEM?

Error: Fail to load ag3javaBE.dll

AGS Support

Support Step 1

Troubleshooting

Guide

Path 2

The SAP SCN

Mobility Wiki for

Agentry

Path 1 Search

Online

• Tiny Link: http://wiki.scn.sap.com/wiki/x/6AOXF

• Main Link:

• http://wiki.scn.sap.com/wiki/display/SAPMOB/SAP+Mobility

Mobility Wiki Click

http://wiki.scn.sap.com/wiki/x/6AOXF



http://wiki.scn.sap.com/wiki/display/SAPMOB/SAP+Mobility






Slide 7

PROBLEM?


Path 3

Directory

Structure/Files

The Java backend is not loading the Agentry library

ag3javabe.dll – What makes libraries not load? Version?

Path 4 Is it a known issue in SAP?

• Search Service Market Place - xSearch AGS Support

Support Step 1




Slide 8

PROBLEM?


Path 6

SAP Only

Bug Database

• SAP support may have

access to the bug

database that can give

some guidance on the

issue

• By knowing the bug

number one may know if

it is fixed at a later

release or still an issue

Path 5



Slide 9 It is Real Effective Support

Ideal Support?

Remember the • Following the technique

reduces the amount of

time to debug the issue

• The technique generates

real and fast answers

• It proves that you as an

admin or partner support or

IT support can get the

mobility answers quickly



Slide 10

PROBLEM?


How to disable the Download Production Order

button from the SAP IM application?

Path 1

Search Online

Answer

Troubleshooting

Guide

Path 2

The SAP SCN

Mobility Wiki for

Agentry

Answer



Slide 11

PROBLEM?




Answer Path 3

Directory

Structure/Files

Path 4 Is it a known issue in SAP?

• Search Service Market Place - xSearch

Answer



Slide 12

PROBLEM?




Answer

Answer



Slide 13

PROBLEM?




Technique is to uncover the issue or the black box by

studying the actual design using the editor definition

By using the export in the

Agentry Editor

Search the export for keywords

of the problem:

• Download Production Order

• Button



Slide 14

PROBLEM?




• By using keywords from the actual

questions of the customer and

using the keywords in the search

feature of the Agentry Editor an

answer can be found



Slide 15

PROBLEM?



button from the SAP IM application? • Sending the resolution quickly in a

detail form may help the customer

realized the problem and the needed

resolution to close the ticket



Slide 16

PROBLEM?




Review

By following the technique one can resolve issues quickly to

attain happy customers and get good feedback!

Error Analysis Agentry error analysis


Error Analysis – Test Case 1- IBM Maximo

November 13, 2008 Slide 18

Application

JAVA

SQL

Test Case 1: SAP Work Manager for IBM Maximo


Error Analysis – Test Case 1 – IBM Maximo


The main definition of the

application exist in the application

folder (ServerDev and

ServerProd will differ)




• The main SQL download scripts in the ServerDev will be in

the Scripts folder

SQL

When a problem occurs in

SQL that is tied to a

Complex/Data Table or

module transaction it will

be in this directory




• The main Java upload scripts in the ServerDev will be in

the Java folder

JAVA

When a problem occurs

in Java that is tied to a

module transaction it

will be in this directory




• The main Java upload scripts in the ServerDev will be in

the Java folder

JAVA




JAVA

Enterprise Library

(Maximo MBO)

listed as a library

to be used by

Agentry



• Major events are normally seen in the events.log file

• Some important info are the following:

•Timestamp (time of occurrence)

•Thread (log with details of issue)

•Main Error

•Others

DISSECTING ERROR: Events.log

• Example Error # 1: com.syclo.agentry.BusinessLogicException:

com.syclo.agentry.BusinessLogicException: WO #T17678 -

java.rmi.UnmarshalException: error unmarshalling return; nested

exception is:

Transaction issue? Agentry library issue?

Java remote method

invocation issue?

Java Error Model



Tools we can used to

solve this error

Issues on Maximo

MBO

businessobject jar

file

Shows all errors definition

in Java which helps

define the error

~20% of error (bug)

KB: Shows a mismatch in

Java libraries between

class files and server

machines ~10% of error

(user error)

Rebuild the Maximo

businessobject.jar file

~ 70% of error

PROBLEM?


Error Analysis – Test Case 2 – SQL Error – Cannot find flunky lastUpdate

PROBLEM?

• Example Error # 2: Backend-SQL.log:

• DISSECTING Backend-SQL.log

<< 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

select

'true' as reload

from

dual

where

1=2 or ((select count (*) from

asset a,

failurelist f,

SycloAssetUp s,

sycloSiteUser su

where

a.assetuid = s.assetuid

and a.EQ9 is not null

and a.failurecode=f.failurecode(+)

and s.Deleted <> 'Y'

and s.LastUpdate > Cannot find flunky lastUpdate

and f.type is null

and su.siteid = a.siteid

and su.laborcode = 'COSHAREKR') > 250 )

>>ERROR 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

<<ERROR 3: SA_DBMS_API_Error, vendor says:

>ERROR 936:ORA-00936: missing expression

||END 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

SA_DBMS_API_Error

ORA-00936:Missing

Expression

ComplexTable “asset”

Reload State

Potential Issue

Here!

SQL Error Model



PROBLEM?

There are 2~3 tools

we can used to solve

this error

SA_DBMS_API_Error:

Means – Database Error

ORA-00936:Missing

Expression:

Means - You tried to

execute an SQL

statement but you

omitted a part of the

syntax.

Editor Analysis Other

Tools

Toad

or

SQL

Developer

or Others



<< 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

select

'true' as reload

from

dual

where

1=2 or ((select count (*) from

asset a,

failurelist f,

SycloAssetUp s,

sycloSiteUser su

where

a.assetuid = s.assetuid

and a.EQ9 is not null

and a.failurecode=f.failurecode(+)

and s.Deleted <> 'Y'

and s.LastUpdate > Cannot find flunky lastUpdate

and f.type is null

and su.siteid = a.siteid

and su.laborcode = 'COSHAREKR') > 250 )

>>ERROR 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

<<ERROR 3: SA_DBMS_API_Error, vendor says:

>ERROR 936:ORA-00936: missing expression

||END 08/18/2010 11:56:19 cosharekr ComplexTable "asset" Reload State

Potential Issue

Here!

By studying the error we can determine from

the Editor that the issue lies in the

ComplexTable “asset” Reload step

ComplexTable

“asset”

Reload State

By resolving the Cannot find flunky

lastUpdate this issue will be

resolved



By resolving the Cannot find flunky

lastUpdate this issue will be

resolved

SQL Developer: Trial and Error

Debugging on where we can get a

lastUpdate function Other

Tools

and s.LastUpdate > su.LastUpdate

- By modifying the table where to get the value fixes this

issue instead of using Syclo Flunky <<lastUpdate>>


Error Analysis – Test Case 3 – How to – FMPM

Example Configuration # 3: : Design/Configure the complete

workorder wherein when entering the Failure, Problem, Cause and

Remedy of a Worktype: FMPM (i.e. wopm3 = FMPM) to automate

filling in the complex table drop down. The goal of this feature is to

ease the use of the user when dealing with preventive maintenance

tickets.

• DISSECTING the listed Word Problem or studying user/ customer

requirement

If WO is

SubType FMPM

Let

Failure = PM

Problem = PM

Cause = PM

Remedy = PM

Make customer

demo



An update rule needs to be developed to

automatically populate all fields to PM if the WO

is of type SubType FMPM

1) Need to Study

Failure Table

2) What unique key

spells Failure,

Problem, Cause,

Remedy?



The PM – Preventive Maintenance failurelist code is 2606, the Problem code

is 2607, the Cause code is 2608 and the Remedy is 2609. These numbers

are key to what the application needs to auto populate the client when a

FMPM is acquired.

1) Find out what

code is needed



Currently the wopm3 is already populated by Example #3 earlier with the

value “FMPM”. This can be used to create the smart update rule.

Study the Problem,

Failure, Remedy

and Caused field in

the editor



Problem field setup

Setup Update Rule



• Create the Custom rule

to satisfy the

requirements

• This rule is specific to

the Failure code value

The rule above simply compares the workorder object problem property if it

is equal to 2609 the direct code related to a preventive maintenance. To

further constrain this the wopm3 should also be compared to the key term

“FMPM”. This combination if true, should return failurelist code = 2607.

Otherwise, return the problem property instead. This problem property is

used by the other worktype – FMCM or FMEM.



Problem, Cause,

Remedy Custom Rules



Debugging starts with the front end to generate the needed data



Next check if the client has the correct data..



Use the Agentry Test Environment to set the transaction logging.

Key code to watch is

failure is 2606 which is

before the transaction

occurs



The transaction logging detected the corrected value for all update rules

Always check Database

correct value



Select Logging

For Rule debugging

Run the application in the Test

Environment and enable

debugging rules



Using the Agentry

Test Environment

Complex Table

viewer

Object Viewer

Transaction

Debugger



Verify in the backend (Maximo) that the transaction was successful


Review

With these techniques the support

personnel will be able to answer

Agentry questions successfully

Agentry Support in a Nutshell - Summary

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

Mark D. Pe

Senior Support Engineer

A: 1721 Moon Lake Blvd. Suite 300, Hoffman Estates, IL 60194

T: 224-520-7111


References/Resources

Slide 46

Documentation

Agentry Server documentation is included in the SMP 2.3 documentation

Syclo User required: Documentation Home Page and Syclo Resource Center - Knowledge Base

SCN - Wiki Page for Agentry

Lots of technical content can be found on the Wiki Page in SCN: Agentry App Development, How-To Guides and

Tutorials

Special Mention: Agentry Troubleshooting Section on Wiki

SCN - Discussions

Use SCN Discussions to ask questions, help others, or just stay up-to-date of what moves the community

Training

The webinars below are complementing the standard Agentry courses that are offered through SAP Training:

SAP Agentry - Essentials (MOB 300)

SAP Agentry - Work Manager for SAP Foundation (MOB 310)

http://dcx.sybase.com/index.html

https://sycloresourcecenter.sap.com/development/agentry/technical/book-pages

https://sycloresourcecenter.sap.com/




http://wiki.scn.sap.com/wiki/display/SAPMOB/Agentry+-+Syclo

http://wiki.scn.sap.com/wiki/display/SAPMOB/Agentry+Knowledge+Base+Notes+Troubleshooting+Guides

http://search.sap.com/ui/scn

http://training.sap.com/v2/course/mob300-sap-agentry-essentials-classroom-095-be-en/




http://training.sap.com/v2/course/mob310-sap-agentry-work-manager-for-sap-foundations-classroom-095-be-en/






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