Support Tool

1. Get started with Support Tool

1.1. Receiving alerts from PRO system

At least 1 PRO Agent System should be configured. See Agent Configuration to learn how to do that.

You should have enough systems licensed for monitoring (Number Of Systems For Monitoring property on License Configuration page) and Monitoring License End Date should be valid, otherwise it won’t be possible to create a consumer.

Figaf Tool uses consumers defined in alert rules on PRO System as a data source for retrieving Message Monitoring alerts. It’s important to note that it’s possible to fetch an alert from the specific consumer only one time, that’s why you need to create a specific consumer for Figaf Tool application and declare it only once in one Figaf Tool application. Otherwise, messages won’t be received properly.

To configure receiving alert process from PRO system do the following:

Create new consumer on your PRO system:
1. Use Integration Directory builder to manage alert rules and their consumers.
2. Chose an existent alert rule or create a new one, configure it, and then add a new consumer, e.g., IRT_PRIMARY_CONSUMER.
Open Support Tool page in Figaf Tool.
Click on Manage Consumers. It opens Manage Consumers dialog box:
Select your PRO Agent system, click on Create Consumer, type the name of PRO consumer you have created before (in our example IRT_PRIMARY_CONSUMER), and save a new consumer.

You will be asked about enabling alerts handling and reprocessing jobs, approve that action if you want to have handle new alerts automatically. You can disable them or change scheduling settings later on Application Configuration page. Consumer is created with a new default Figaf Tool rule, we will explain rules in further sections. It just needs to be noticed that default Figaf Tool rule doesn’t add anything to your filter configured on PRO alert rule.
Now you can open Alerts tab and click on Poll Alerts to trigger lookup manually, or wait for a scheduled job if it’s enabled.

1.2. Receiving alerts from CPI system

At least 1 CPI Agent System should be configured. See Agent Configuration to learn how to do that.

To configure receiving alert process from CPI system do the following:

Open Support Tool page in Figaf Tool.
Click on Manage Consumers. It opens Manage Consumers dialog box:
Select your CPI Agent system, click on Create Consumer, type the name, and save the consumer.

You will be asked about enabling alerts handling and reprocessing jobs, approve that action if you want to have handle new alerts automatically. You can disable them or change scheduling settings later on Application Configuration page. Consumer is created with a new default Figaf Tool rule. It just needs to be noticed that default Figaf Tool rule doesn’t add anything to your filter configured on Figaf Tool consumer for CPI Agent.
Now you can open Alerts tab and click on Poll Alerts to trigger lookup manually, or wait for a scheduled job if it’s enabled.

1.3. Receiving alerts from Api Management system

At least 1 Api Management Agent System should be configured. See Agent Configuration to learn how to do that.

Figaf Tool processes alerts only for Api Proxy objects with configured Figaf error handling policies. It’s important to note that it’s possible to fetch one entry only once, so you should configure Figaf Tool consumers without intersections, otherwise some consumers won’t receive alerts.

To configure receiving alert process from Api Management system do the following:

Open Change Tracking Tool in Figaf Tool.
View object details page for required Api Proxy. Click on Add/Reset Figaf error handling policies button to enable alert processing for the object. It creates new object version. Repeat this step for all Api Proxy objects.
Open Support Tool page in Figaf Tool.
Click on Manage Consumers. It opens Manage Consumers dialog box:
Select your Api Management Agent system, click on Create Consumer, type the name, and save the consumer.

You will be asked about enabling alerts handling and reprocessing jobs, approve that action if you want to have handle new alerts automatically. You can disable them or change scheduling settings later on Application Configuration page. Consumer is created with a new default Figaf Tool rule. It just needs to be noticed that default Figaf Tool rule doesn’t add anything to your filter configured on Figaf Tool consumer for CPI Agent.
Now you can open Alerts tab and click on Poll Alerts to trigger lookup manually, or wait for a scheduled job if it’s enabled.

2. Manage consumers

Consumer aggregates information about the receiving alerts process.

At least 1 Agent System should be configured. See Agent Configuration to learn how to do that.

Go to Support Tool subsection of Operations section.
Click Manage Consumers button. It opens Manage Consumers dialog box:
Select an Agent.

Click on Create Consumer button. It opens Consumer dialog box where you can configure the following fields:

Name of new consumer.

If you create consumer for PRO Agent, you need to create consumer on your PRO system. And Name must be the same as the name of consumer created on PRO system (see Receiving alerts from PRO system for more details).

For CPI Agent Name can be random.

Type of consumer (only for CPI) is one of the following:
1. Polling Consumer - datasource is Message Processing Logs API, all message log entries which satisfy the Condition will be registered as alerts in Figaf Tool.
  
  Condition must be valid in context of Message Processing Logs API, e.g., Status eq 'FAILED'. It’s also possible to validate the syntax of condition through Test Condition function.
  
  Runtime configures runtime used for alerts polling.
2. Metric Consumer - datasource is CPI System Monitoring Module in Figaf Tool (metrics), metrics are analyzed and alerts are registered according to configured Threshold Rules.
  
  To add new Threshold Rule click on , select Metric Spec and Operation, type Value, and select Strategy (Alert per metric or Alert per Support Tool interval).
  
  To delete the threshold rule click on its button.
  
  To use Metric Consumer you should enable CPI system monitoring on chosen CPI Agent (Enable Monitoring property).

When you are ready with configuration, save the consumer. If you haven’t enabled support tool jobs on Application Configuration page, you will be asked about enabling alerts handling and reprocessing jobs:

Approve that action if you want to have handle new alerts automatically. You can disable them or change scheduling settings later on Application Configuration page.

Now you have created consumer. If you want to add more consumers, just repeat the steps above. If you need to edit or delete a consumer, click on its or buttons correspondingly.

Type of consumer on CPI Agent can’t be changed.
When you finish with consumer management, close the Manage Consumers dialog box.

3. Rules

At least one consumer should be created. See this section to learn how to do it.

Initially you have Default Rule created during consumer creation.

Rule is an approach to classify received alerts. To manage rules do the following:

Select a consumer.
Go to Rules tab.
Open Rule page with new rule (click on Add Rule) or with existent rule (click on its ).

It is also possible to create rule from Alert Details page. In this case Expression and Test Payload settings will be filled with values from source alert.

Rule page will be opened, e.g., with new rule:
If you want to disable current rule, switch Enabled off. If you want to enable the rule, switch Enabled on.
If you want to delete existent rule, click on Delete.

Configure the following settings and once you finish, click on Save:

Common settings

Title of new rule, required.
Step Number defines priority of rule. The less Step Number, the higher priority. Default rule has Step Number equaled to 1000. Hence, it doesn’t make sense to define this setting more than 1000. This setting is required.
Expression - XPath expression which is used to determine whether alert should be caught by current rule, required. XPath is applied to alert metadata XML. Using the selection Test XML Payload Type below you can check the structure of different alert types.

Since of 2307 Figaf Tool supports XML MPL attachments for CPI agents. Expression for XML attachments should have the following structure: ${attachments['<attachmentName>']}<real XPath related to the attachment> (e.g. ${attachments['OriginalPayload']}//hello).
Namespace (only for PRO) - namespace information.
Labels - list of tokens which can be assigned to each rule, then this list will be assigned to all alerts linked with this rule. Use it to simplify search of alerts.
Initial Status of alert when it is handled by Figaf Tool.
Action - operation which will be executed once alert is handled. Possible values:
1. Nothing (default) - no action.
2. Reprocess (only for PRO) - related AFD (Adapter Framework Data) entry on PRO system will be reprocessed.
3. Canceled (only for PRO) - related AFD (Adapter Framework Data) entry on PRO system will be canceled.
Lookup inbound message (only for PRO) - when it is enabled, Figaf Tool will try to find inbound message payload related to failed message (AFD). To get that payload downloaded successfully enable BI logging on related ICO object:
Criticality of alert.
Test XML Payload Type - type of test payload. Possible values:
1. CUSTOM - your custom value, doesn’t use any template.
2. PRO_SCENARIO_ALERT (only for PRO) - sample payload of scenario alert.
3. PRO_MESSAGE_ALERT (only for PRO) - sample payload of message alert.
4. CPI_SCENARIO_ALERT (only for CPI) - sample payload of scenario alert.
5. CPI_MESSAGE_ALERT (only for CPI) - sample payload of message alert.
6. CPI_METRIC_ALERT (only for CPI) - sample payload of metric alert.
Test Payload - sample alert payload which is used to check integrations (see below).

Integrations

Don’t send similar notifications for (min) - if several similar alerts have been polled during the period defined in this setting, you will receive only one notification. Default value is 60.

Don’t send notifications automatically - if it’s true and the rule has some external integrations, notifications won’t be sent automatically, corresponding alerts will have Notification Status equals to REQUIRES_MANUAL_NOTIFICATION and it will be possible to complete these notifications only manually from Alerts page.

If you configure Don’t send notifications automatically and Don’t send similar notifications for (min) simultaneously, all alerts received during configured period in Don’t send similar notifications for (min) will have NOTIFICATIONS_SHOULD_NOT_BE_SENT notification status except the earliest one (it will have REQUIRES_MANUAL_NOTIFICATION notification status).

(CPI only) Don’t send notifications for messages with retry status immediately configures approach to send notifications for messages with RETRY status. If false, notification will be sent as usual. If true, notification will not be sent while the message processing will not be finished.

Figaf tool checks that message processing is finished by the request to the system. If the status isn’t RETRY, the tool changes the status for all related alerts and doesn’t send any notification for them at all. If message processing finishes unsuccessfully, separate alert is registered and corresponding notification is sent.

If the status is still RETRY, the tool compares current date and last message processing date + Period after which message with retry status is considered handled (min). If current date is greater, Figaf tool considers message processing finished and sends notification for the latest related alert.

Send all attachments enables sending of all attachments for configured integrations.
Attachments which should be sent defines the alert attachments names that will be added to notifications. Press Enter key after each attachment name.
Email body template is a template of email. You can define dynamic data in the template using '${/xpath/expression}' (e.g., '${/alert/agentSystemId}'). You can check the template clicking on corresponding Test button.

Email Integrations defines the emails to which notifications will be sent. Press Enter after each email.

You have to configure connection to SMTP server. Go to Configuration → Application and configure SMTP host, SMTP port, SMTP username, SMTP password, Email Protocol, and Email From settings.

You can check configured email integrations clicking on corresponding Test button.

HTTP(S) Integrations defines a list of integrations to trigger.
HTTP(S) Attachment Type

4. Alerts

At least one consumer should be created. See this section to learn how to do it.

4.1. Alerts receiving

Select a consumer.
Go to Alerts tab.
Set From and To dates.
Click on Poll Alerts to trigger lookup manually or wait for a scheduled job if it’s enabled (setting SupportToolAlertsHandler on Application configuration page). Alerts will be received and shown in the table (maybe it will be needed to refresh the table clicking on ):

For any alert you can:
1. View the rule details clicking on Rule. It opens Rule details page.
2. View the message on source system clicking on Message ID.
3. View integration object details (if it is defined). It opens Integration Object Details page.
4. View the alert details clicking on its button. It opens Alert details page.

4.2. Alert details page

Alert details page for PRO system looks

The following actions can be done on this page:

Resend Message
Cancel Message
Create Ticket - it opens Attach object to ticket dialog, where you can configure properties of new ticket or select existent one:

You can attach to ticket with 2 ways:
1. Create new ticket - the following settings can be configured:
  1. Title of the ticket. The same title can be used for several tickets.
  2. Release defines release, to which created ticket will be attached. See release page for details about release.
  3. Assignee defines the user, to whom the ticket will be assigned.
  4. Type defines type of new ticket. Since 2.11 release the following ticket types are available:
    
    Development is used with development within one landscape.
    
    Migration is used when it is needed to migrate objects from one landscape to another.
  5. Landscape defines a landscape for development ticket. See Landscapes page for details about landscapes.
  6. Source Landscape, Target Landscape, and Migration Landscape define landscapes for migration ticket. Defined landscapes have to satisfy the following:
    
    Source Landscape and Target Landscape have the same count of Agents (Landscape items) and do not have shared Agents.
    
    Migration Landscape must consist of two items: the 1st items from Source Landscape and Target Landscape correspondingly.
  7. External ticket id identifies an external ticket (e.g. in Jira).
  8. External ticket link defines a link on the external ticket. If you define the value, you can navigate directly to the external ticket from Figaf Tool.
  9. Description defines additional information.
  10. Create a test case with failed inbound message automatically
  11. Inbound message
2. Attach to existing Ticket

Add Rule - it opens Rule page with predefined values for several settings.
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