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Enhanced root cause analysis with remote support component

Have you ever had to send your Web Intelligence log files into Primary Support for analysis? Wait for that analysis to be completed and then further trace your BusinessObjects Enterprise servers for additional information? If so, there may be a better way. With remote support component it is becoming apparent that this may become a thing of the past. Remote support component is a system monitoring and analysis platform that features root cause analysis using Wily Introscope Enterprise Manager.

Using the Wily Introscope Investigator it is possible to review an entire process flow at the function call level. In the image below we can see that a user’s refresh document request was sent and processed by the Web Intelligence processing server. Using this level of detail we can capture where in this workflow the most significant amount of time is spent. It allows administrators to identify exactly where certain performance degradations occur.

With the help of Primary Support an engineer could utilize a remote connection provided by Netviewer to review these process flows directly in your environment. There would be no need to send files back and forth, engineers can debug any errors occurring directly within the system as they are occurring. Remote support component is designed for SAP BusinessObjects Enterprise XI 3.1 Service Pack 2 and above. However, in order to achieve this level of detail for root cause analysis service pack 3 for SAP BusinessObjects XI 3.1 is required.


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      Author's profile photo Tammy Powlas
      Tammy Powlas