28 - Panorama Necto 14 support - visualization & data discovery solution

Necto Training
Module 28:
Panorama Support

Objectives
 By the end of this lesson you will be able to:
 List the methods of contacting support
 Gather information required for identifying the source
of the incident
 Access troubleshooting tools
 Perform basic diagnosis

Agenda
 Support Organization and SLA
 Contacting Support
 Gathering Information
 Incident Classification
 Diagnostics
 Resolution

Support Team Responsibilities
Resolve
Incidents
Provide
Knowledge

Knowledge Sources
 Knowledgebase site http://tech.panorama.com
 Perform trainings online and on-site

Resolving Incidents
What is an Incident? Something doesn’t work as expected, just
an inquiry about how something should
work.
How do I report one?
We answer phone calls and emails and
web submitted cases, We are available
almost 24/7 hours
How do you track
incidents?
We use Microsoft Dynamics CRM, to
manage the incoming requests.

Panorama Support SLA
Incident Type Definition/Impact
Response
Time
Urgent calls Production down Up to 2
Medium severity
Affects important work but not
production failure
Up to 4 hours
Standard
doesn’t have immediate effect on
business
Up to 24 hours
Full SLA:
http://bit.ly/qauNmD

The Support Flow
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

Contacting Support
Classification
Diagnostics
Resolution

Before Contacting Support – Check
Knowledge Base and Forum
http://tech.panorama.com

Contacting Support
 Web site http://tech.panorama.com
 Email: support@panorama.com
 Phones:
USA/Canada Toll Free:
+1-877-709-5858
Outside USA/Canada:
+1-212-257-0500
Within Israel
+1-809-37-00-73
 Skype username: panoramasupport
(pre-schedule required)

Contacting Support – Sessions Online
 http://panorama.com/help

Contacting Support – via Support Site
 http://tech.panorama.com/index.php/supportr
equest
Open your case right from here, for the
quickest service.

General Recommendation
 Recommended communication language: English
 Case number
 Will be assigned in first call
 Used for tracking for the lifetime of the case

Classification
Diagnostics
Resolution

Attach a Screenshot
 Screenshot of the issue
before/after

Functionality Related Questions
The questions we usually ask:
 Expected behavior
 How does it work in different circumstances?
 When did the problem initially start or when have you
noticed it?
 Last actions before the problem appeared?

Environmental Related Information
 Flash version
 Internet Explorer version
 Is Panorama web site in Trusted sites
 Where does the problem appear:
 Server
 Single client
 More then one client
Necto
Server
Web
Necto
Clients

Classification
Classification
Diagnostics
Resolution

Basic Categorization
Malfunction: “It doesn’t work”
• Obvious malfunction or unexpected behavior
Feature Request :”I want it to do…”
• Adding functionality that is currently not in the
product
Question:“How to”
• Information request

Incident Categories• One or more applications did not load (connectivity)
• Unexpected error or behaviorMalfunction (functionality)
• Chart or grid are not represented correctly
• Scaling or numbers are drawn incorrectlyUI (Visual)
• User doesn’t see the data that should be displayed
• Security doesn’t apply on selected groupSecurity
• Calculation shows unexpected results
• Data is incorrect or not logical compared to other systemsData
• The performance of selected application is poor in any step (application
loading, view opening, operation etc.Performance
• Installation or upgrade process ends unexpectedlyInstallation/Upgrade
• When using the SDK functions, methods or parameters, malfunction is
observedSDK
• Any other issueMisc

Diagnostics
Classification
Diagnostics
Resolution

Diagnostic Method
Malfunction (functionality)
UI (Visual)
Security
Data
Performance
Installation/Upgrade
SDK
Misc
Diagnostics
method depends
on type of incident

Malfunction
Necto
Microsoft
IIS
Microsoft
SQL/AS
Adobe
Flash
Sun Java
ASP.NET
UI (Visual)
Security
Data
Performance
SDK
Misc
Is Necto the problem? Or
is it a 3rd party
application?
Malfunction

Malfunction – Common To-Do
 Check different scenarios:
 Different server or client machine
 Different IE browser/Flash
 Relevant log files and tools:
 Event viewer
 Panorama flash logs UI (Visual)
Security
Data
Performance
SDK
Misc
Malfunction

UI – the Questions
 Questions:
 Does it happen on all client machines or
several?
 Does it happen on Necto Desktop?
 Test:
 2-3 clients with different configuration
(IE, Flash browser)
 Required information:
 Screenshot
 Expected behavior
 Exact client information
Malfunction
Security
Data
Performance
SDK
Misc
UI (Visual)

UI - Diagnostics Tools
 Flash testing tools
 http://kb2.adobe.com/cps/155/tn_15507.html
 http://flashbuilder.eu/flash-player-version.html
 Check Regional settings
Malfunction
Security
Data
Performance
SDK
Misc
UI (Visual)

UI -Common to-do’s
 Erase IE browser temporary files and cookies. The
cookies often store such information such as:
 Client Flash version
 Fonts/colors used previously
 Pane Layouts positioning
Malfunction
Security
Data
Performance
SDK
Misc
UI (Visual)

Security – Review of Security Types
Content
Security
Data (OLAP )
Security
Roles
• Which portions of the
data will be available
• Defined in terms of
Dimensions and
Members
Users
• Which
workboards will
be available
UI (Visual)
Malfunction
Data
Performance
SDK
Misc
Security

Security Issues - Diagnoses
 Validation steps:
 User Impersonation using:
 SQL Management Studio
 Necto Run As…
Role
Definitions
Import /
Sync Roles
IIS
Definition
Browser
Definition
End user
Definition
UI (Visual)
Malfunction
Data
Performance
SDK
Misc
Security

Security
Data
 What is a data Error?
 Wrong data value
 Incorrect calculations
 Totals not being summed up correctly
 Any other issue that causes false data
UI (Visual)
Malfunction
Performance
SDK
Misc
Data

Data - Diagnosis
 Test in the SQL Management Studio
and MDX Studio
 Test in different application: Excel
Pivot Tables
 Simplify view / create a new view
 Review resolve order
 Test advanced settings
 Locate error location: server, client or
both
Security
UI (Visual)
Malfunction
Performance
SDK
Misc
Data

Data – Diagnostic Tools
 TraceQueries - capture MDX into a log file
 Send the cube
 Without data or with demo data
 Attach relevant view
Security
UI (Visual)
Malfunction
Performance
SDK
Misc
Data

Data
Performance
 Find the bottleneck
Security
UI (Visual)
Malfunction
SDK
Misc
Performance

Data
Performance
 Measure in seconds / minutes
 Activate or Deactivate cache and measure again
 Test different applications
 Example: Excel Pivot Table
 Review the view structure:
 Large dimensions used in axis
 Nesting
Security
UI (Visual)
Malfunction
SDK
Misc
Performance

Performance
Installation / Upgrade
 Access permissions
 Network access restrictions (firewalls,
blocked port numbers)
 Validate installation prerequisites
 Check installation log
 Migration of data from NovaView if
relevant.
Data
Security
UI (Visual)
Malfunction
SDK
Misc

SDK
 Create an HTML file based on SDK sample.
 Create an HTML component or JavaScript in a Necto
WorkBoard.
Performance
Data
Security
UI (Visual)
Malfunction
Misc
SDK

Resolution
Classification
Diagnostics
Resolution

New Feature Request / Hot Fix
Gather
information
Understand
reason
Product
Manager
review
Approval /
Reject
Prioritization Implementation

Summary
 Search Knowledge base and Forum before calling
 Help us improve: indicate and provide missing
knowledge
 Provide detailed incident information, screenshots
and relevant logs
 We are here to help you with incidents and to
provide knowledge

28 - Panorama Necto 14 support - visualization & data discovery solution

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