Go Looking for Trouble: An Introduction to Troubleshooting Sessions

Magnifying Glass

This post is part of the series Reporting Issues:

Sometimes, to get to the root of an issue with your SalesPage application you need to dig to the source. Log files provide that ground-level communication between the application and the database. If either party did not agree with something said as they exchanged information, the log files are where the dispute will be detailed.

By default, SalesPage generates system log files automatically. You can set the level of detail recorded in those logs as needed, using the AppServer Console; see information on logging in the topic Configuring an AppServer in Help for SalesPage Developer Suite for full details. While system-wide logging is important as an audit of the system as a whole, the log files generated can be thorough and it’s sometimes difficult to know which logs contain information about an issue you’ve encountered. To help you get the right log files and other data that will assist in resolving your issue, SalesPage has developed troubleshooting sessions.

When a problem occurs, two clicks start a personal troubleshooting session. The user running the session briefly describes the problem to be reported, performs the steps that caused the issue, and then stops the troubleshooting session. The session captures the SalesPage logs storing information about the included interactions, as well as information about any SalesPage Express operations triggered by those interactions. While the troubleshooting session is running, there is no change to the user’s experience in the SalesPage application. When the session is stopped, a troubleshooting record is written that includes the description of the problem, as well as details for the log files and Express messages involved. (Complete instructions for troubleshooting sessions are provided in the Help topic Recording a Troubleshooting Session in Help for SalesPage Financial Version 5.1.)

So, where do you post the information you’ve collected about your issue as well as the logs and Express information identified by your troubleshooting session? How can this information be made available to SalesPage and how will you know that we are looking at it? The answer is support.space. In the third part of this three-part series, I’ll review the support.space application, a tool used by SalesPage to track client issues from their initial submission to client sign-off. Be sure to check it out.

In the fall of 2015, SalesPage released a new issue tracking and management solution, SalesPage Issue Center, which replaces support.space. Contact your SalesPage representative for more information.