Knowledge Garden SelfService Tools

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Knowledge Garden Self-Service Tools
Packerland User Group January 8, 2003

• Karin Friese J.D. Edwards
• karin_friese_at_jdedwards.com

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Agenda

• Support Site Support related content in one
  location
• MyIssues, Log an Issue
• MySARs, Search for SARs, Subscribe to SARs
• Knowledge Documents
• Software Delivery Site
• Update Center ESU, Service Packs, Download Mgr
• Support Assistant
• Setting Bookmarks/Favorites
• Service Level Statements, GSS Web Conferences,
  Account Management Services
• Other Useful Topics
• Questions and Discussion

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Support Site

• Brings together support related content in one
  location to make it easier for you to find what
  you need
• Support icon for quick access to the site
• New and enhanced features
• Attachments on Log an Issue
• Ability to Add Text/Attachments to Existing Issue
• Update Center
• Support Assistant

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Support Homepage

• Site Spotlight in center
• Links on right
• Tutorials
• Top 10 Knowledge documents
• Contact Support
• General Navigation via blue bars on left
• Support Site Map

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MyIssues

• Provides a way to easily view the status of your
  current issues (calls) with GSS
• Displays all open issues (calls) plus issues
  closed in the last 30 days
• Eliminates the need for manual tracking of
  reported issues
• New feature - Ability to add text and attachments
  to existing issues

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Log an Issue Form

• Provides the ability to electronically log
  product issues with Global Support Services (GSS)
• Select from a list to default your name, email
  address and phone number
• Issues are automatically updated to J.D. Edwards
  call tracking system
• Automatic email returned with issue number
• Information such as Release and Cume Level
  default from prior entry for easier entry
• New feature Include attachments

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MySARs

• Software Action Request (SAR) system tracks
  requested changes to J.D. Edwards products
  (corrections and enhancements)
• Shows SARs in which your company has expressed
  interest
• Ability to filter the SARs displayed by release
  and system code
• Link to SAR detail

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Searching for SARs

• Provides the ability to search all SARs to look
  for issues you may be experiencing
• SAR detail record includes information such as a
  detailed description of the requested
  modification, current status, system code,
  objects (programs) affected, and releases
  affected
• Selection criteria are available to select
  records
• Full text search
• Specific attributes such as product, release,
  system code and object

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Searching for SARs (cont.)

• Full text word search capabilities include
• Boolean operations such as AND, OR and NOT
• Wildcards
• Provides access to available fixes (code change
  documents, ESUs or service packs)
• View online SAR Tutorial for additional details
• Questionnaire results show that many users have
  found this SAR Tutorial to be extremely helpful

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SAR Subscription

• Subscribe link on SAR detail allows you to
  register your interest in this particular SAR
• Enter your Name and E-Mail address
• Provides two things
• Adds this specific SAR to the MySARs page for
  your company
• Email notifications will be sent when status
  changes to complete or returned, or when Priority
  or Type change (if status is not already complete
  or returned)

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Knowledge Documents

• Knowledge documents contain product-related
  support information and describe frequent
  questions to GSS
• Written by GSS consultants and updated frequently
• Top 10 Documents
• Lists the top 10 most visited Knowledge documents
  by product and suite, along with a link to each
  document
• Knowledge Browser
• Organizes Knowledge documents in a hierarchical
  product/suite tree-structure for easy browsing
• Provides for focused review of subject areas

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Knowledge Documents (cont.)

• Breaking News
• Subset of Knowledge documents
• Includes urgent communications, high impact SARs
  and serious upgrade issues
• Organized by release and suite
• Search for Knowledge documents via the Search
  icon
• Similar search capabilities to searching for SARs
• Word matching
• Boolean operations such as AND, OR and NOT
• Wildcards

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Software Delivery Site

• Central location for information regarding how we
  deliver software
• WorldSoftware updates and releases
• OneWorld application software updates (ASUs),
  electronic software updates (ESUs) and service
  packs

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Update Center

• Used to find, research and download electronic
  software updates (ESUs) and service packs
• Includes capability for you to rate updates
  that you have downloaded
• Able to view the number of times each update has
  been downloaded and satisfaction ratings from
  others
• Download multiple updates (ESUs and service
  packs) at the same time

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Update Center - ESUs

• Search by ESU name (JDnnnnn), SAR number,
  release, dates, and/or object
• Robust search and filtering capabilities
• Find the latest ESU for a particular object
• Search for available ESUs by date
• Search by ESU name (JDnnnnn) and identify all
  SARs and objects included in that ESU
• Search for priority SARs and identify appropriate
  ESU
• Provide feedback on ESUs you have downloaded and
  view feedback from others

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Update Center Service Packs

• Search by service pack name, SAR number, release,
  and/or dates
• Robust search and filtering capabilities
• Find all service packs for a particular release
  (full, dot and one-offs)
• List all SARs included in a particular service
  pack
• View detailed information about each service pack
  (prerequisites, tech flashes, components)
• Provide feedback on service packs you have
  downloaded and view feedback from others

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Update Center Download Manager

• Allows the download of multiple updates (ESUs and
  service packs) at the same time
• Ability to resume download if you chose to pause
  or if the connection is lost
• Log file is written documenting the success or
  failure of each download

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Support Assistant

• Available for WorldSoftware, OneWorld, and J.D.
  Edwards 5
• Included with your maintenance contract
• Securely and non-invasively retrieves information
  needed to diagnose and resolve technical and
  application issues
• Packages the information to be sent
  electronically
• Greatly improves problem solving diagnosis and
  reduces resolution times

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Support Assistant OneWorld and J.D. Edwards 5

• Standalone utility that retrieves information
  from environments
• Release and service pack independent runs on
  releases B733.1, B733.2, Xe, and ERP 8.0
• No setup or installation required
• Obeys J.D. Edwards security
• Easy to use interface with many predefined
  profiles
• Generates easy to read HTML reports

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Support Assistant OneWorld and J.D. Edwards 5
(cont.)

• Examples of Information Collected
• System Overview information
• Release, Service Pack, environments, pathcodes,
  server platforms, etc.
• ESU Information
• ESUs installed by environment
• ESUs installed against a specific object
• SARs contained within a specific ESU
• All objects contained with an ESU
• Processing option and data selection information
  for a specified program
• Any system log file
• Contents of any database table
• Environment/CNC configuration details
• Enterprise server details
• Kernel process details

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Support Assistant - WorldSoftware

• Retrieves information from WorldSoftware and IBM
  iSeries (AS/400) environment
• Available for WorldSoftware release A7.3 or A8.1,
  and IBM operating system OS/400 V4R4 or higher
• Combination of CL and RPG programs that retrieve
  specific application and system data
• Several scripts currently available, with more
  scripts coming soon
• Requires TCPIP/FTP enabled and connected
  passively
• QSECOFR authority needed to execute the scripts

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Support Assistant WorldSoftware (cont.)

• Two installation options
• Download the .EXE file from the Knowledge Garden,
  run the WorldSoftware Support Assistant Installer
  (Note Requires that the Java Toolkit version
  1.1.8 or higher is installed.)
• Alternate Deployment Method - Download the SAVE
  FILE (SAVF) from the Knowledge Garden, manually
  FTP the file to your AS/400, and restore the
  designated Support Assistant Library

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Setting Bookmarks/Favorites

• Use Bookmarks/Favorites for areas frequently used
  such as the SAR Search or Knowledge Browser
• Use the Mark icon to set a Bookmark or Favorite
• Change the name to something meaningful

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Service Level Statements

• Describes the services provided by our
  maintenance support service plans for each level
  of service
• Clarifies what you can expect from GSS, and what
  GSS expects from you
• Found under Support / Maintenance Support /
  Service Level Statements

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GSS Web Conferences

• Learn about current topics through Global Support
  Services (GSS) Web Conferences
• Available at no additional cost as part of
  service agreement
• Number of conference connections provided for
  each event varies for service level
• Bronze 1 connection
• Silver 2 connections
• Gold 3 connections
• Platinum 4 connections
• Additional conference connections available for
  299
• Within Training Central, GSS Web Conferences
  identified with GSS in Title or Audience field

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Account Management Services

• Provides the option for a personal account
  manager assigned to your account
• One main contact for all communications with J.D.
  Edwards support
• Included with Platinum service
• Also available with Silver and Gold service for
  an additional fee

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Other Useful Topics

• Tech Best Practices Found under Support,
  Knowledge, Tech Best Practices
• Tech Flash Communications Found under Support,
  Knowledge, Tech Flash Communications
• Product Sites Found under Support, Product
• Advanced Planning Solutions, J.D. Edwards 5,
  OneWorld, WorldSoftware
• Maintenance Support Found under Support,
  Maintenance Support

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Questions

• Questions and Discussion