Troubleshooting Kinetic Request and TaskYou will never find a more wretched hive of scum and villainy.

10 years at Kinetic DataPhone:651-556-1020Email:support@kineticdata.comDerick LarsonSupport/TrainingFun Star Wars fact!I have a bad feeling about this was said five times in the original trilogy. Han twice, Luke, Leia, and C-3PO once

8 years at Kinetic DataPhone: 651-556-1020Email: Jarrod.Augustson@kineticdata.comJarrod AugustsonDeveloper/AnalystFun fact!Wayne Gretzky is the All Time Point Leader. If he had never scored a Goal he would still have the Point Lead by 76. Oh and he had 894 Goals

3 years at Kinetic DataPhone:651-556-1020Email:support@kineticdata.comChris WoytonSupport/TrainingFun Dr. Who fact!David Tennnant (tenth Dr.) is married to the daughter of Peter Davison (fifth Dr.)

9 yrs, 4 months, 15 days, 6 hours and approx. 30 minutes at Kinetic DataPhone: 651-556-0922Email: brent.hanson@kineticdata.comBrent HansonDeveloper / Analyst / Support Engineer / Office SchneiderFun fact!The worlds largest Lego model is of an X-Wing fighter and is made up of 5,335,200 pieces.

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Questions!?!?!?!

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AgendaInstallsTasksEventsMore Questions

Installsand poof, its installed.

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AgendaCompatibility What versions can I use?Requirements of other stuff for our stuffLets talk about license keysThe power of the log file

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Kinetic Communityhttp://community.kineticdata.comInstall files and instructionsLots of interesting, cool and helpful information

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Compatibility

http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility

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Request 5.1 / Task 3.0 Compatibility PackRequired to run Kinetic Task 3.0 against Kinetic Request 5.1Remedy definition fileInstalled AFTER both Request and Task are installed and configuredRun Data Upgrade Form on upgrade

http://community.kineticdata.com/10_Kinetic_Request/Install_Files/Compatibility/Request_5.1_%2F%2F_Task_3.0_Compatibility_Pack

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Application RequirementsRequest 5.0.0 5.1.0 & Task 1.0.0 2.0.2ARS 6.3 or greaterJava 1.5 or greater 32-bit onlyWeb server 32-bit onlyRequest 5.1.1 & Task 3.0.0ARS 7.0 or greaterJava 1.6 or greater 32-bit or 64-bitWeb server 32-bit or 64-bit

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What bit?64-bit is preferredJava version needs to be 64-bitServlet engine needs to be 64-bitWarning: Kinetic Request installer (and Task 2.x and older) installs 32-bit tomcatInstall your own stand-alone 64-bit servlet engine then manually deploy the application.

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License KeysRequest is licensed on a per Remedy server basisLicense vs. License KeyLicense is something you purchaseLicense Key is something we give you to make the application work

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Generating License KeysLicense keys are generated against a single Remedy server or a server group nameRemedydev01.mycompany.comRemedyprod.mycompany.comCan use short name or FQDNdemo or demo.kineticdata.comServer name used to generate the key must match name used to configure your application

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Generating License Keys cont

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Where do I find the error information?You find them in the log fileshttp://mywebserver.mycompany.com:8080/kinetic/AdminConsole

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Web Server / Servlet Engine logs

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Installation Logs

TasksThe little engine that does.

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TasksBasicsOperationsLogsExceptionsRetrysBreaking down the dataCommon Errors

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BasicsWhat the Task Engine DoesCollect TriggersProcess TreesCompatibilityJava VersionsKinetic Request Versionshttp://community.kineticdata.com/20_Kinetic_Task/Install_Files/CompatibilityLogsWhereDifferences

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ExceptionsComponentsRetryThe Forbidden Trigger Create a Start Trigger from the Console

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Whats Important - Exceptions

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When to Retry - ExceptionsData IssuesLogic?

Logic?SkippingYou Dont KnowWhen Not to Retry - Exceptions

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The Forbidden TriggerNOT SUPPORTED! REALLY WE MEAN IT!When to useWhen not to useWhy Not?http://community.kineticdata.com/20_Kinetic_Task/Solutions/Manually_Starting_Nodes_with_TriggersRequired Fields:source, source_id, task_tree_instance_id, task_tree_node_id, action_type (Root), execution_type (Active), status (new), assignee_group(Public)

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Manually Creating Start TriggersWhat? Why?Really just for testingWhat do you need?Resultshttp://your_server/kineticTask/start_tasks.html

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Manually Create a Trigger

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Trigger Field Descriptions

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Common Issues (In)Valid XMLPassing Valid XMLhttp://community.kineticdata.com/20_Kinetic_Task/Solutions/Eliminate_Invalid_XML_Characters

Results Passed by ApprovalsMessagesEngine will interpret the escaped charactersInvalid Characters: &, Replacements %amp; %gt; %lt;

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Common Issues nil:NilClassRuby Related IssueInit.rb or connectorsPerform method on a nil/null objectValue not set or missing answer/result

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Join - JunctionNodes with Multiple ParentsMust be a Join or JunctionWarning in the Logs2014-02-13 00:18:16,277 WARN [engine-worker-1 (2002)] - WARNING: The 'End of Person Retrieve' (system_noop_v1_2) node on the 'bad join test' (AGGAAC47DR176ANAXIF9ARDN669A4S) tree has multiple parents. To ensure future compatibility, a Join (likely of Type 'Any') or Junction should be inserted ahead of this node.

Super Fun Happy Times with EventsWho knew we would all become Event Planners?

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AgendaWhat are Events?Be an Event DetectiveCommon ProblemsTroubleshooting Use the Event Detective SkillsThank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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What are Events?JavascriptEvents Occur as a Customer is filling out a RequestInsert/RemoveRequire/OptionalSet Fields Internal or ExternalCustomIn other words Events are Magic

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Be an Event DetectiveWhats Expected?What Actually Happens?When does the Problem Occur?Have any Changes been Made? The Answer is YES

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Common ProblemsERROR (303): Form Does Not Exist on Server;A Question is Required but Not Displayed to the End User

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Form does not exist on serverERROR (303): Form does not exist on server;

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Be an Event DetectiveWhats Expected?Open the Service Item and the Category is Populated

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Be an Event DetectiveWhat Actually Happens?Open the Service Item BoomError

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Be an Event DetectiveWhen does the Problem Occur?On Load

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Be an Event DetectiveHave any Changes been Made?Service Item Moved into Production

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Be an Event DetectiveWhat are our Clues?The Page Load Causes an ErrorService Item was Moved to ProductionError Message: Form Does Not Exist on Server

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TroubleshootingReview Events on the Page LoadLook for Set Fields External Events

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FixFinding:JMA-CTI Testing Form Does Not Exist in ProductionFix:Import JMA-CTI Testing Form into Production

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Required but Not DisplayedA Question is Required but Not Displayed to the End User

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Be an Event DetectiveWhats Expected?Select Software and Software Cost is Inserted and Required

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Be an Event DetectiveWhats Expected?Select Hardware and Hardware Cost is Inserted and Required

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Be an Event DetectiveWhat Actually Happens?Select Hardware then Software (Click Happy) and BangError

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Be an Event DetectiveWhen does the Problem Occur?On Change of the Category Question

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Be an Event DetectiveHave any Changes been Made?No Yes this is actually the correct answer

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Be an Event DetectiveWhat are our Clues?Changing the Category Causes the ErrorNo Changes MadeHardware Cost is Required but Not Displayed

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TroubleshootingReview Events on the Category QuestionLook for Insert/Remove and Required/Optional

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FixFinding:Forgot to Check the Also Make Optional BoxFix:Check the Also Make Optional Box

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Thank you Brent!!!!!!!!!!!Pain Point: Finding Events in your Service Item

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Thank you Brent!!!!!!!!!!!Solution: Version 5.1 The Events Tab = Game Changer

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Thank you Brent!!!!!!!!!!!Advantages of the Events TabDisplays All Events on your Service ItemIts a Table I can SortAllows ModificationLess Headaches

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SummaryWhat are Events?Be an Event DetectiveCommon ProblemsTroubleshootingThank you Brent!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Be an Event DetectiveSay it With Me:Whats Expected?What Actually Happens?When does the Problem Occur?Have any Changes been Made?

More Questions

Point out a couple of things about myself:I talk fast so ask me to repeatIf you tie my hands up, I cannot give this presentation*