SAP Mobile Platform: Agentry Support Strategy and Exemplary Walkthrough

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1 SAP Mobile Platform: Agentry Support Strategy and Exemplary Walkthrough SMP Enterprise Grade Mobility Webinar Series Mark Pe Senior Support Engineer / AGS Product Support December 12, 2013 Brought to you by the SAP Mobile Rapid Innovation Group (RIG)

SAP Mobile Platform: Enterprise Grade Mobility SCN pages and webinars bring to

Platform (SMP). Webinars are done every week Thursday until December.

com/docs/doc-43425 OnTopicPages presented links to White Papers, How-To

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. OnTopicPages presented links to White Papers, How-To Guides, Blogs and other resources SAP AG or an SAP affiliate company. All rights reserved. 2

3 Support Strategy & Exemplary Walkthrough SMP Enterprise Grade Mobility Webinar Series

4 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 4

to resolve immediately There is a requirement to know Agentry basics to address more advance issues The overall goal of support, system

5 Supporting Agentry Practicing the Support Strategy (Session 3 of 3) Remember the Support Strategy in Practice Ideal Support? 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 Slide SAP AG or an SAP affiliate company. All rights reserved. 5

6 Supporting Agentry Walk thru (example 1) I have an error what now? Error: Fail to load ag3javabe.dll PROBLEM? Path 1 Search Online AGS Support Support Step 1 Path 2 The SAP SCN Mobility Wiki for Agentry Tiny Link: Main Link: Click Mobility Wiki Troubleshooting Guide Slide SAP AG or an SAP affiliate company. All rights reserved. 6

Directory Structure/Files The Java backend is not loading the Agentry

AGS Support Support Step 1 Path 4 Is it a known issue in SAP?

7 Supporting Agentry Walk thru (example 1) I have an error what now? Error: Fail to load ag3javabe.dll Path 3 PROBLEM? Directory Structure/Files The Java backend is not loading the Agentry library ag3javabe.dll What makes libraries not load? Version? AGS Support Support Step 1 Path 4 Is it a known issue in SAP? Search Service Market Place - xsearch Slide SAP AG or an SAP affiliate company. All rights reserved. 7

SAP support may have access to the bug database that can give some

is fixed at a later release or still an issue Path 6 SAP Only Bug

8 Supporting Agentry Walk thru (example 1) I have an error what now? Error: Fail to load ag3javabe.dll Path 5 PROBLEM? 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 6 SAP Only Bug Database Slide SAP AG or an SAP affiliate company. All rights reserved. 8

Supporting Agentry Walk thru (example 1) Following the technique

generates real and fast answers It proves that you as an admin

9 Supporting Agentry Walk thru (example 1) 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 Remember the Ideal Support? It is Real Effective Support Slide SAP AG or an SAP affiliate company. All rights reserved. 9

Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application?

10 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? Path 1 Answer PROBLEM? Search Online Path 2 The SAP SCN Mobility Wiki for Agentry Answer Troubleshooting Guide Slide SAP AG or an SAP affiliate company. All rights reserved. 10

11 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? PROBLEM? Path 3 Directory Structure/Files Answer Path 4 Is it a known issue in SAP? Search Service Market Place - xsearch Answer Slide SAP AG or an SAP affiliate company. All rights reserved. 11

12 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? PROBLEM? Answer Answer Slide SAP AG or an SAP affiliate company. All rights reserved. 12

By using the export in the Agentry Editor Search the export for keywords of the problem: Download Production Order

13 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? PROBLEM? By using the export in the Agentry Editor Search the export for keywords of the problem: Download Production Order Button Technique is to uncover the issue or the black box by studying the actual design using the editor definition Slide SAP AG or an SAP affiliate company. All rights reserved. 13

14 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? 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 SAP AG or an SAP affiliate company. All rights reserved. 14

15 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order 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 PROBLEM? Slide SAP AG or an SAP affiliate company. All rights reserved. 15

By following the technique one can resolve issues quickly

16 Supporting Agentry Walk thru (example 2) I have an error what now? How to disable the Download Production Order button from the SAP IM application? Review PROBLEM? By following the technique one can resolve issues quickly to attain happy customers and get good feedback! Slide SAP AG or an SAP affiliate company. All rights reserved. 16

17 Error Analysis Agentry error analysis

Error Analysis Test Case 1- IBM Maximo SQL JAVA

IBM Maximo November 13, 2008 Slide 18 2013 SAP

19 Error Analysis Test Case 1 IBM Maximo The main definition of the application exist in the application folder (ServerDev and ServerProd will differ) November 13, 2008 Slide SAP AG or an SAP affiliate company. All rights reserved. 19

Error Analysis Test Case 1 IBM Maximo 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

20 Error Analysis Test Case 1 IBM Maximo 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 November 13, 2008 Slide SAP AG or an SAP affiliate company. All rights reserved. 20

Error Analysis Test Case 1 IBM Maximo The main Java upload scripts in the ServerDev will be in the Java folder JAVA When a problem occurs in Java that

21 Error Analysis Test Case 1 IBM Maximo 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 November 13, 2008 Slide SAP AG or an SAP affiliate company. All rights reserved. 21

22 Error Analysis Test Case 1 IBM Maximo The main Java upload scripts in the ServerDev will be in the Java folder JAVA November 13, 2008 Slide SAP AG or an SAP affiliate company. All rights reserved. 22

23 Error Analysis Test Case 1 IBM Maximo Enterprise Library (Maximo MBO) listed as a library to be used by Agentry JAVA November 13, 2008 Slide SAP AG or an SAP affiliate company. All rights reserved. 23

24 Error Analysis Test Case 1 IBM Maximo 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 #T java.rmi.unmarshalexception: error unmarshalling return; nested exception is: Java remote method invocation issue? Agentry library issue? Java Error Model Transaction issue? 2013 SAP AG or an SAP affiliate company. All rights reserved. 24

Error Analysis Test Case 1 IBM Maximo Shows all errors definition in

Tools we can used to solve this error KB: Shows a mismatch in Java

error) Issues Rebuild on the Maximo MBO businessobject ~ 70% of error

25 Error Analysis Test Case 1 IBM Maximo Shows all errors definition in Java which helps define the error ~20% of error (bug) PROBLEM? Tools we can used to solve this error KB: Shows a mismatch in Java libraries between class files and server machines ~10% of error (user error) Issues Rebuild on the Maximo MBO businessobject ~ 70% of error jar file businessobject.jar file 2013 SAP AG or an SAP affiliate company. All rights reserved. 25

26 Error Analysis Test Case 2 SQL Error Cannot find flunky lastupdate PROBLEM? Example Error # 2: Backend-SQL.log: DISSECTING Backend-SQL.log << 08/18/ :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/ :56:19 cosharekr ComplexTable "asset" Reload State <<ERROR 3: SA_DBMS_API_Error, vendor says: >ERROR 936:ORA-00936: missing expression END 08/18/ :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 2013 SAP AG or an SAP affiliate company. All rights reserved. 26

27 Error Analysis Test Case 2 SQL Error Cannot find flunky lastupdate SA_DBMS_API_Error: Means Database Error PROBLEM? There are 2~3 tools we can used to solve this error Editor Analysis ORA-00936:Missing Expression: Means - You tried to execute an SQL statement but you omitted a part of the syntax. Toad or SQL Developer or Others Other Tools 2013 SAP AG or an SAP affiliate company. All rights reserved. 27

Error Analysis Test Case 2 SQL Error Cannot find flunky lastupdate By studying the error we can determine from the Editor that the issue lies in the ComplexTable asset Reload step << 08/18/2010

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.

28 Error Analysis Test Case 2 SQL Error Cannot find flunky lastupdate By studying the error we can determine from the Editor that the issue lies in the ComplexTable asset Reload step << 08/18/ :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/ :56:19 cosharekr ComplexTable "asset" Reload State <<ERROR 3: SA_DBMS_API_Error, vendor says: >ERROR 936:ORA-00936: missing expression END 08/18/ :56:19 cosharekr ComplexTable "asset" Reload State Potential Issue Here! ComplexTable asset Reload State By resolving the Cannot find flunky lastupdate this issue will be resolved 2013 SAP AG or an SAP affiliate company. All rights reserved. 28

29 Error Analysis Test Case 2 SQL Error Cannot find flunky lastupdate By resolving the Cannot find flunky lastupdate this issue will be resolved Other Tools SQL Developer: Trial and Error Debugging on where we can get a lastupdate function and s.lastupdate > su.lastupdate - By modifying the table where to get the value fixes this issue instead of using Syclo Flunky <<lastupdate>> 2013 SAP AG or an SAP affiliate company. All rights reserved. 29

30 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 Make customer demo If WO is SubType FMPM Let Failure = PM Problem = PM Cause = PM Remedy = PM 2013 SAP AG or an SAP affiliate company. All rights reserved. 30

Error Analysis Test Case 3 How to FMPM An update rule needs to be developed to automatically populate all fields to PM if the WO is of type SubType FMPM

31 Error Analysis Test Case 3 How to FMPM 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? 2013 SAP AG or an SAP affiliate company. All rights reserved. 31

32 Error Analysis Test Case 3 How to FMPM The PM Preventive Maintenance failurelist code is 2606, the Problem code is 2607, the Cause code is 2608 and the Remedy is 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 32

33 Error Analysis Test Case 3 How to FMPM 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 33

35 Error Analysis Test Case 3 How to FMPM 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 = Otherwise, return the problem property instead. This problem property is used by the other worktype FMCM or FMEM SAP AG or an SAP affiliate company. All rights reserved. 35

Error Analysis Test Case 3 How to FMPM Debugging starts with the front end to

Key code to watch is failure is 2606 which is before the

39 Error Analysis Test Case 3 How to FMPM Use the Agentry Test Environment to set the transaction logging. Key code to watch is failure is 2606 which is before the transaction occurs 2013 SAP AG or an SAP affiliate company. All rights reserved. 39

all update rules Always check Database correct value

40 Error Analysis Test Case 3 How to FMPM The transaction logging detected the corrected value for all update rules Always check Database correct value 2013 SAP AG or an SAP affiliate company. All rights reserved. 40

the Test Environment and enable debugging rules

41 Error Analysis Test Case 3 How to FMPM Select Logging For Rule debugging Run the application in the Test Environment and enable debugging rules 2013 SAP AG or an SAP affiliate company. All rights reserved. 41

Error Analysis Test Case 3 How to FMPM Using the

Transaction Debugger Object Viewer 2013 SAP AG

Error Analysis Test Case 3 How to FMPM Verify in the backend (Maximo) that the

44 Agentry Support in a Nutshell - Summary Review With these techniques the support personnel will be able to answer Agentry questions successfully 2013 SAP AG or an SAP affiliate company. All rights reserved. 44

46 References/Resources 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) Slide SAP AG or an SAP affiliate company. All rights reserved. 46

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