3.11 Troubleshooting workflow

Troubleshooting workflow when the system is running

The troubleshooting workflow when the system is running is described here.

The following figure shows the troubleshooting workflow for a failure that occurred while the Application Server system was running.

1. When a problem occurs in an application being used by an business system user, the user notifies the system operator of the failure. A message indicating the problem is output to the message monitoring functionality of Application Server, and then the problem is reported to the system operator.

2. Upon receiving the notification, the system operator performs the primary judgment.

3. If the primary judgment result indicates that the problem can be fixed, the system operator takes the appropriate actions.

4. If the primary judgment result indicates that further investigation is needed, the system engineer collects the troubleshooting data.

5. Based on the collected data, the system engineer determines whether the system can be restored.

6. If the recovery investigation result indicates that the system can be restored, the system engineer fixes the problem.

7. Regardless of whether the recovery investigation result indicates that the system can be restored, the system engineer isolates the problem based on the troubleshooting data.

8. After the problem is isolated, if the problem can be fixed, the system engineer takes the appropriate actions to fix the problem.

9. If further investigation is needed, the product support service team performs further investigation.

10. Based on the result of the investigation, the team takes the appropriate actions to fix the problem.

Troubleshooting workflow when an application is being developed or when the system is being constructed

The following figure shows the troubleshooting workflow for a failure that occurred while an application was being developed or while the system was being constructed.

1. The system engineer or the application developer collects troubleshooting data for the failure that occurred.

2. Based on the collected data, the system engineer or the application developer isolates the problem.

3. After the problem is isolated, if the problem can be fixed, the system engineer or the application developer takes the appropriate actions to fix the problem.

4. If further investigation is needed, the product support service team performs further investigation.

5. After the investigation, the team takes the appropriate actions to fix the problem.