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Speed Customer Troubleshooting by Sharing Your Resolution Techniques
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Transcript of Speed Customer Troubleshooting by Sharing Your Resolution Techniques
Speed Customer
Troubleshooting by Sharing
Your Resolution TechniquesDoug Drechsel
Technical Manager
BEA Systems
It’s a Support Pattern
Design Patterns for Software
+ Recurring Problems Types
+ Different Investigative Techniques
---------------------------------------------
Support Pattern
Support Pattern
Granular vs. Generic An algorithm comprised of investigation
techniques for a predefined problem type
Predefined Problem type (Support Database is a good start)
Ex: Diagnosing Server Core, Diagnosing SSL Configuration Issues
Example Pattern
Problem DescriptionAn application gets a binary core file produced when the WebLogic Server process terminates due to some invalid native core (machine specific code). A server crash, JVM crash, machine crash, or HotSpot error may also be associated with this occurrence. This pattern will describe what steps are needed to gather information from a core file on various platforms.
Example Pattern
Quick Links
Why does the problem occur?
Getting information from a Core file on: Solaris
Linux
HPUX
AIX
Windows
What if I don't have a Debugger?
Operating System Values that should be checked for core file generation
Stop the JVM to get Thread Dumps
On-line Debugger Manuals
http://support.bea.com/application_content/product_portlets/support_patterns/wls/wls_support_patterns.jsp
How It Started
Backline(BL) and Frontline(FL) organizational tiers
Easier to find trends at BL tier At first, target audience was FL tier
Case Deflection vs. Empowerment Why not the customers? Empower the
customer to resolve the issue.
Workflow
BL Engineer responsible for a specific problem type (Data Mined)
Review Period: Review by all BLers in Patterns Group (RFC)
Post to Internal WebSite w Security (Roles)
Blogs for each pattern, feedback mechanism
eSupport
Triggers emailing Knowledge Engineering when a new internal pattern has been created or updated
Pattern Portal on ESupport Internationalization
Patterns Workflow
PatternDevelopment
Update orNew
Peer Review
Post to Wiki
Prepare forpublication to
eSupport
eSupport
FeedbackUpdates
Subscriptions KE Trigger
Pattern List
Feedback Blog
Pattern Content
Internal Patterns Wiki
Support Staff
Patterns Workflow
new
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eSupport Pattern Hits
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Pattern Use by Source
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Korea
China
Japan
Cust News Portlet
TopFAQ
AskBEA
New Education Offering
TroubleShooting Methodology Training Patterns are transcribed as an
educational offering with Labs Leverage content to train new
employees
(Internal and External (India) )
Actual Customer Comment
When Jeff's on-site he presents a couple Support Pattern seminars during the week. I have found these to be among the most beneficial of aspects of having Jeff on-site. Jeff's being here over a week allows him to flex the presentation into our schedules so most of my team can attend. The seminars are short enough as to not adversely impact our workloads. Having an individual on-site to present highly technical material makes a world of difference in my ability to understand, retain, and actually use it. The fact that Jeff has actually worked with me on specific problems allows him to directly relate the material to the enterprise in his presentations. The net result is a solid learning experience for me, which has resulted in actual problem resolutions for the company for issues that would have largely been unsolvable for us previously. Core files, Too Many Open File Descriptors, and Performance Tuning are three Support Patterns that I immediately put to use after attending Jeff's presentation. Today Jeff presented the Memory Leak Support Pattern material. There are a number of applications deployed to WebLogic in the ORGANIZATION that suffer from a "memory leak". I know the result of the presentation will be my being able to help resolve the problem that we've just been living with for years.
Summary
Quicker Resolution = Satisfied Customer
You can give the customer the knowledge and training for common recurring problem types that enables them to either resolve the issue themselves or be better prepared to work with your support organization.
http://support.bea.com/application_content/product_portlets/support_patterns/wls/wls_support_patterns.jsp