System Diagnostics Wizard

The System Diagnostics Wizard helps you efficiently gather the required information for resolving a calculations issue in the system, including selecting employees who are examples of the problem.

From the entered data, the system automatically determines what information is needed to duplicate the issue and creates an xml file. This file is forwarded to symplr, where representatives can access it to troubleshoot the issue.

Note  

Before continuing with the wizard, be sure to complete a Troubleshooting Checklist. This can be accessed from the Client Connections website.

Steps for Running the System Diagnostic Wizard

To run the System Diagnostic Wizard, complete the following steps:

  1. Select the System Diagnostic Wizard icon from Actions > System.

  2. Select Yes or No to the question "Has a Troubleshooting Checklist been completed for this issue?".

    • If the answer is No, click on the link in the Informational Messages box to access and complete this checklist.

    • If the answer is Yes, click Next in the left pane.

  3. Enter a Code to identify this issue.

    This code is used to identify the issue when referencing the xml file and other elements of the process and is included in the name of the file created.

  4. Select Yes or No to answer the question "Does a Case exist for this issue?".

  5. If the answer to step 4 is Yes, the Case Number field is enabled. Enter the case number given by the symplr customer service representative.

  6. From the Field Look Up Values, select the File Share Name where the file created by this wizard should be located.

    Note  

    If there is only one file share designated as System Diagnostic, this field is not visible.

  7. Select Yes or No to answer the question "Is this issue related to a recent Work Order?".

  8. If the answer to step 7 is Yes, the Work Order Number field is enabled. Enter the number of the related work order.

  9. Select the level of Importance for this issue from the drop-down menu.

  10. Select Yes or No to the remaining questions so that the diagnostic file includes all the relevant data.

    • "Is this issue related to a Retro Calculation?"

    • "Should this issue include Dollar Reporting data?"

  11. Click Next.

  12. In the first free-form text field, enter information in the field: "Please enter a detailed description of the problem".

    Be sure to include all details of the issue.

  13. In the second free-form text field, enter information in the field: "Please enter a detailed description of the expected results".

    Include details as to what you thought should have happened, but did not.

  14. Click Next.

    A basic Employee Search screen appears.

  15. Enter criteria to search for the employee record which is causing the issue. If more than one employee record is involved, rerun the search to create a sample set of employee records.

    Note  

    Not all employee records involved in the issue need to be forwarded to symplr, only a sampling.

  16. When finished selecting the employee records, click Finish.

If the Event Subscriptions for this wizard have been configured, a message is sent to you indicating whether the file was successfully created. Depending on the notification method selected, this notification is by email or is displayed on the My Unread Messages section of the Home page in the portal (or both).

With a successful entry, a Request Object Message is sent to the Application Server for the diagnostic request. The message is routed to the agent and a calculations diagnostic process is run.

The process results in the following files being created and placed in the Repository:

A request is then sent to the File Share Server to Transfer the files in the Repository to a File Share Location.