Capilano MASH Pilot Planning Template for gathering data Draft v0.2 - - PowerPoint PPT Presentation

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Capilano MASH Pilot Planning

March 31st 2011 Template for gathering data

Draft v0.2

IBM Software Group | Rational software

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The Simple Template

• 1. Problem description

Clear & concise

• 2. Customer Environment

Service pack levels, other pertinent info

• 3. When did this start happening? Did this always happen? What changed?

Single unit, enterprise? Anything special?

• 4. Customer Impact

How bad?

• 5. What does Support expect from the Development team?

Some times its just a question, other times debugging, some times a fix

• 6. Research and Reproduction steps

Good steps, is customer env still alive? Locally reproduced?

• 7. Attachment(s) Specify which file is for what and where to find them

Huge for minimizing back & forths. Get it all the 1st time

• 8. Customer details information, technical/field representative information.

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Sample template usage 1/2

• 1. Problem description and statement

Profile Management Tool cannot be launched from RAD 8.0.1 for both WAS 6.1 and WAS 7.0 Error message shown in RAD is: 'The profile creation tool cannot be launched. Ensure that the runtime location is correct.' The workspace logfile shows: 0 Mon Feb 14 07:17:01 CET 2011 com.ibm.ws.ast.st.common.ui.internal.wizard.AbstractWASServerProfileManager$PMTThread.launchProfileCreationTool(): Error

• ccurred when launching the profile creation tool: java.io.IOException: Cannot run program "C:\Program Files

(x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin\PMT" (in directory "C:\Program Files (x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin"): CreateProcess error=740, Der angeforderte Vorgang erfordert erhöhte Rechte. 0 java.io.IOException: Cannot run program "C:\Program Files (x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin\PMT" (in directory "C:\Program Files (x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin"): CreateProcess error=740, Der angeforderte Vorgang erfordert erhöhte Rechte.java.io.IOException: Cannot run program "C:\Program Files (x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin\PMT" (in directory "C:\Program Files (x86)\IBM\SDP8\runtimes\base_v7\bin\ProfileManagement\bin"): CreateProcess error=740, Der angeforderte Vorgang erfordert erhöhte Rechte. at java.lang.ProcessBuilder.start(Unknown Source) at java.lang.Runtime.exec(Unknown Source) at com.ibm.ws.ast.st.common.ui.internal.wizard.AbstractWASServerProfileManager$PMTThread.run(Unknown Source) Caused by: java.io.IOException: CreateProcess error=740, Der angeforderte Vorgang erfordert erhöhte Rechte. at java.lang.ProcessImpl.<init>(Unknown Source) at java.lang.ProcessImpl.start(Unknown Source) ... 3 more

• > The PMT starts fine from command line using the command shown in the log
• > Starting other external tools like License Management works fine
• > Similar behaviour is seen using RAD 7.5.5.3 on Win7 64bit
• > It looks like this has to do with user access right on Windows

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Sample template usage 2/2

• 2. Customer Environment

Windows 7, 64bit RAD v8.0.1 (8.0.1.20101027_1052) WAS v6.1.0.33 Update 1 (1.0.9.20101027_1458) v7.0.0.13 (2.0.7.20101027_1357) Installed in c:\Program Files (x86)\IBM\SDP8, both WAS version were shipped with RAD.

• 3. When did this start happening? Did this always happen? What changed?
• Customer upgraded to Win7 and RAD 8.0.1, including WAS
• New install, without profiles at first
• 4. Customer Impact
• Developers cannot use RAD to create server profiles they need for development
• 5. What does Support expect from the Development team?
• Investigate this behaviour and explain or fix it's cause

The user expects an UAC dialog to show up in case the PMT is launched. See below.

• 6. Research and Reproduction steps
• A. I couldn't find anything related to the errormessage shown in RAD. It appears that this is the only error message shown in case there is anything wrong with

launching PMT, so that's not much of a clue.

• B1. I tried reproducing as follows:
• Installing above products as admin on Win7 64 bit.
• [Win security] Adding new local user 'TestUser' to the Users group
• Started RAD
• Window > Preferences > Server > WAS > and click Run Profile Management Tool
• > The PMT started.
• [Win security] I moved 'TestUser' from Users to Administrators group (so only member of Administrators)
• Restarted RAD and tried to launch the PMT again
• > The PMT didn't start, I got the same error message as the customer does.
• [Win security] Added read/write/execute rights for user 'TestUser' explicitly to folder 'c:\Program Files (x86)\IBM\SDP8\runtimes'
• Restarted RAD and tried to launch the PMT again
• > Windows UAC dialog showed up, to approve or deny the user to make changes. Clicking OK launched the PMT, clicking cancel showed the error message.
• > This UAC dialog is what the customer expects. However, he cannot add every single user explicitly to access the runtimes directory.
• 7. Attachment(s) Specify which file is for what and where to find them.

N.A.

• 8. Customer details information, technical/field representative information.

VOLKSWAGEN AG, Maik Vogel, extern.maik.vogel@volkswagen.de, +495361986640 (German only)

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Sample 2

1. Problem description and statement Client is using PU 1.4.2 to copy RSA 8.0.1 installation package to repository, they have following problem:

• I did the following:

* Downloaded RSA 8.0.1 from passport advantage (IBM Rational Software Architect V8.0.1 Multilingual Multiplatform eAssembly (CRDF7ML)). * Extracted the RSA_8.0.1_*.zip to a directory. * Opened PU (copy packages) , opened repository (RSA_SETUP directory from the extracted zip files) PU shows an item in that repository ("Application Server" with the version "8.0.0.0"), which is greyed out. If I select that item, an error shows at the bottom (see attached screenshot), suggesting I need version 1.4.1000.

• client's problem can be reproduced with following steps:

1) Downloaded RSA 8.0.1 installation package CRDF7ML, installed PU 1.4.2; 2) Unzip files, try to copy package in PU; 3) when select WS 8.0.0.0, I got same error with client, please reference attached p1.png; I searched RATLC, can not find same, so I raised this ER for your help. 2. Customer Environment PU 1.4.2 + RSA 8.0.1 3. When did this start happening? Did this always happen? What changed? Always 4. Customer Impact Preventing evaluation of RSA 8.0.1 5. What does Support expect from the Development team? Problem cause & solution 6. Research and Reproduction steps Please reference above problem description 7. Attachment(s) Specify which file is for what and where to find them. error screenshot attached 8. Customer details information, technical/field representative information. CENTRELINK

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Capture Analysis Data and attach to the PMR

Select “Export Data for Problem Analysis” from the IIM Help menu Save the analysis data to a zip file and attach the zip to the PMR

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Where are the logs that ideally are attached to assist debugging of customer problems (Linux)?

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Where are the logs that ideally are attached to assist debugging of customer problems (Windows)?

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Notes

The better the data gathering and clarity the easier it is to debug issues and get the customer back on the happy path Standard templates are good

It’s a living document

Always be consistent in information transfer

Don’t skip sections to save yourself time

If you do reproduce, keep system “live” and engage MASH to save time

Escalate and get some traction so test resources are used and returned to pool

MASH should attend Brand Support training

Room to augment training as required MASH to look at quarterly review and provide supplemental training collateral Based on parking lots of issues, spearhead additional training where there are the most exposures

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