Get started with Intelligent Automation Cloud support
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Get started with Intelligent Automation Cloud support
Since the most of implementations Intelligent Automation Cloud is installed into customer data centers, potentially you may experience issues. Causes may vary: not sufficient folder and file permissions, wrong SSL certificates, different human-caused mistakes during initial configuration, etc. In the sections below, we already dealt with most of what you may experience.
How to start issue triage
The triage procedure is a method of finding the cause of an issue and fixing it in order to get the application back into operation. Although the actual steps the troubleshooter uses to achieve the ultimate goal may vary, there are a few general guidelines that should be followed. The below article will cover the general triage process, followed by in-depth guides used to get the system up and running.
The standard troubleshooting process consists in identifying, locating and fixing the cause of the problem. As a starting point, you may refer to Business Process Failure that has some general and particular investigation steps for Business Process issues. It's a good idea to run a test Business Process. Then, you are welcome to continue with your investigation.
- Search WorkFusion Knowledge Base
- Go through Troubleshooting guides
- Collect the outcomes of triage procedure (logs, thread dumps, etc.)
All the performed triage steps should be further communicated via a support ticket if it will be necessary to escalate the issue to the WorkFusion Support team.
Step 1. Search documentation
Use the search option on the site top panel. Popular searches: SSL certificate, S3 permissions, training fails.
Step 2. Read through troubleshooting guides
To help you grasp the required knowledge faster, we have collected useful series of articles.
| Processes | Components |
|---|---|
If you determined that the problem you faced with refers to the Infrastructure failure, you are to look through the sections of troubleshooting guides:
- Define the component in which the error occurred
- Next, click the corresponding section and find an appropriate article
- Perform all the required steps described in the article, if it doesn't help - make sure you can reproduce the performed steps to the WorkFusion Support team if it will be necessary to raise a support ticket.
Step 3. Collect log files
In case none of the solutions of the Troubleshooting section helped, or you did not find the appropriate guide, collect logs of the affected WorkFusion component. See the Useful logs and how to check them article that would serve to guide you on the way forward.
Outcomes of the triage procedure
You need to make sure you performed the initial triage of the issue and eliminated production breaks. In case the issue still exists, you have to submit a support ticket with the WorkFusion Support team to get it further addressed.
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- WorkFusion Service Desk: https://support.workfusion.com
- How to raise a ticket in WorkFusion Service Desk.
All the findings must be attached to the ticket such as:
- Proper issue summary and description
- Confirmation of the successful BP test or the output with the error
- Corresponding logs
- Steps you followed to determine and attempt to fix the problem
User acceptance flow
User acceptance flow is a mandatory part of any ticket's lifecycle from creation to closure. Here's an example of the workflow for the issue raised as a Product type of request.
- A ticket is raised as Product-related issue.
- WorkFusion Support team triages the incident to confirm whether the issue is a Product bug or not.
- When the triage phase is completed the ticket can be moved to:
- Waiting for Customer status, for clarification if needed
- Resolution Suggested with the Root Cause Analysis (RCA) as confirmation that the issue is non-Product related
- Waiting for Development if the issue confirmed to be a Product bug and further solution should be provided by the WorkFusion Product team
- The reporter should confirm in the ticket's comment that RCA is accepted or declined.
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The ticket will be closed within 5 business days if the WorkFusion Support team doesn't get a response back on provided RCA.
- If RCA is declined, the ticket will revert to Step 2.
- The WorkFusion Support team can close the incident once the reporter accepted RCA.
Escalation paths
For any questions regarding WorkFusion Support processes, customers and partners may reach out to the following contact points to determine the right approach in each particular case.
| Title | Name | |
|---|---|---|
| VP, Global Support | Daniel Brustein | dbrustein@workfusion.com |
| Director, Customer Success | Josh Maddock | jmaddock@workfusion.com |
| Director, Support Operations | Alexander Murygin | amuryhin@workfusion.com |