General Notes

Verify Environment

Always double check that you are working with the correct environment.
In addition to the URL validate the environment name on the SM UI header.

Keep Up-To-Date SM Backup file in a Safe network place

Make sure to always have an updated ServiceManager DB backup (zip file) saved in a safe network place. Keep few versions incase you want to rollback. 

Perform the backup whenever you have a change in the system:

• • ServiceManager is updated with a new version
  • One of the applicationsis updated with a new version.

The backup is done from the “Admin” section in the ServiceManager.

EBS Upgrade

If you plan to upgrade your EBS (any patch upgrade) make sure to do the following:

• • First Upgrade the test EBS system.
  • Test the mobile application on the test environment with the new EBS. EBS upgrade for most of the cases will not require any change in the application but it must be verified before going to production.
  • If the mobile application needs to be updated because of the new EBS version, make sure to sync the EBS upgrade on production with the mobile application update.

New version of Application

Any mobile application is versioned. When you add/fix issues in the application a new version should be set to the application. When deploying a new application version make sure to validate on the production environment is deployed with the right version.

Make sure a user is using the correct version (and is not running something old from the cache), validate the version on the application menu

User fails to access the application login page

Try to access the application from the internal network 

• • If fails - try to access the ServiceManager home page
    • If fails - Restart ServiceManager (restart Tomcat/Restart WebLogic)
  • In the ServiceManager UI go to the "Applications" section and validate that the mobile application exists
    
    • If application is missing - restore the ServiceManager DB from backup

Try to access the application from the external network

1. • If fails - This is a Network issue, ask for Network IT team assistance.

Check If only a specific user cannot access the application

Check if other users have the same issue. If not, then this is a specific user connectivity issue, ask for Network IT team assistance.

User fails to login

Validate EBS login

Log-in with the same user to the EBS UI to validate EBS login

Check if System Wide issue (all users fail to login)

Try to login with a different user in the application to validate if this is specific user issue or system wide issue.

Check SM License (all users fail to login)

Open ServiceManager admin and check whether the license is still valid

Check SM Connectivity to EBS (all users fail to login)

Login to the ServiceManager windows machine (RDC) and validate that you can connect from that SM machine to the EBS system

• Open remote desktop to the machine
• Open chrome browser
• Open EBS link in the browser and log-in to some user

Validate DB Connectivity (all Users Fail to login)

If you have DB services as part of your mobile application, run one of the simple DB services and validate it runs successflly.

• If Fails - Check the ServiceManager log 
  
• If the log specify that DB credentials are not valid, find the new credentials and update the new DB credentials in the ServiceManager environment variables under Admin Section

Test the Login Service (all Users Fail to login)

Run the login service that is invoked by the application in the SM Services section

• • If fails - Check the ServiceManager log 

User fails to perform specific flow

Validate the flow on the EBS

Run the same flow with the same user credentials directly on the EBS UI. 

• If you encounter any error approach your EBS admin

Reproduce the error in the application to collect more information 

Repeat the flow on the application until you get the error message

• • • On the application menu open the debug menu
      • Open the side menu and click 3 time on an empty place
        
    • Click on "Latest Error Snapshot" or "Display Current Snapshot" to see the EBS current page. 
      

1. • If the EBS snapshot does not explain the failure do the following:
     • Download ServiceManager log
       
     • Go to statistics section, in the failures table find the line with the user failure and download the application log
       
     • Copy/Save the EBS Snapshot from previous step
     • Send the logs and the snapshot to AuraPlayer support team for further analysis

System Slowness

Validate SM system Issues

Perform one of the "slow" flows from the internal network

• • If slow - check system information in Service Manager, validate that there is enough available memory and diskspace
    
  • If only slow from the external network, ask for Network IT team assistance.

Validate EBS performance

Perform the same flow on the EBS UI

• • If slow, this is EBS issue - discuss with your EBS Admin

Validate SM machine network performance

If possible, perform the same flow on the EBS UI from the ServiceManager machine itself (possible only for Windows machines)

• • If slow, this is connectivity issue between the ServiceManager machine and the EBS system. Ask for Network IT team assistance.

Validate User network performance

If System is slow only for specific user while running from external network. This is user specific network issue (slow internet connectivity)