Introduction

Implement your solution stepwise (incremental) and test it to reduce the number of possible problem causes.

Be sure to understand the theory of a feature.This knowledge eases and speeds up problem analysis enormously.

Understand the data flow.Check (and break) the data flow where necessary.

Use off-line tests wherever possible, especially for workflow design.

Build (semi-) automatic transport mechanisms if you move data within staged environments.

Test your application thoroughly and in the correct environment (as far as possible).

Run check tasks regularly (LinkChecker, …) in a production environment and solve the displayed problems.Do not ignore them because this could result in a much bigger problem in the future (for example, a filled-up Message Server that stops processing).

Do not copy jar (Java archive) files without changing the extension to something other than jar. Use, for example, jar_old, old or bak. This is common Java development knowledge.

If you do not follow this rule, the Java machine uses both jar files (for example, original.jar and original_copy.jar). Both jar files can contain the same methods. It is not predictable which method is used. Thus strange and hard-to-find errors can occur.

Check and adapt default time condition values according to your system requirements and system load. In the Connectivity view group, check the following important parameters:

JMX Access: JMX Timeout

AgtSvr Configuration: Max number of threads

AgtSvr Configuration: KeyGet timeout

Limits: Tomcat: Max No. of Threads

Be sure to write all Lotus Notes parameters correctly regarding case sensitivity.

Read the error messages carefully.Many tickets that reach us suffer from improper reading.The cause is often obvious from the message.Trust the message as far as possible.

Look up the error message in this troubleshooting guide.Read the explanation and follow the solution sketches.

Locate the problem.Use the following questions:

Where did the error occur?

Are there any other errors that are related to this one?If yes, which one is the important one?

Which component caused the issue?

If the error occurred in a complex environment, try to reduce / isolate the problem:

Reduce the amount of data and check if the error still occurs.

In a chain of procedures or components, try to isolate or find the part that causes the error and then try to reproduce the error.

Try to approach the problem from different sides.Does the error occur under different conditions?

If you cannot solve the problem, check the DirX Wiki to see if someone else has already found and solved the issue.

'Walk around the building', this might help open your mind to alternative approaches.

Change Request - use this type of ticket to request new functionality.Describe your idea shortly but clearly.Explain the motivation of this request and why you cannot realize your requirement with the existing functionality.

Support Ticket - use this type of ticket if you are not sure how to solve a customer requirement.Use it also to clarify the right alternative if you are not sure which feature of DirX Identity to use.

Problem Ticket - use this type of ticket to create a problem ticket.Use the DiagTool to collect the necessary basic information.Add a short but precise description of the problem.Use screenshots to explain the issue if appropriate.Add additional information if this makes sense.

Prio 1: blocking point.Operation no longer possible.

Prio 2: severe problem but operation can continue.

Prio 3: nice to have.