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Speed Customer Troubleshooting by Sharing Your Resolution Techniques. Doug Drechsel Technical Manager BEA Systems. It’s a Support Pattern. Design Patterns for Software + Recurring Problems Types + Different Investigative Techniques ---------------------------------------------
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Design Patterns for Software
+ Recurring Problems Types
+ Different Investigative Techniques
Ex: Diagnosing Server Core, Diagnosing SSL Configuration Issues
Problem DescriptionAn application gets a binary core file produced when the WebLogic Server process terminates due to some invalid native core (machine specific code). A server crash, JVM crash, machine crash, or HotSpot error may also be associated with this occurrence. This pattern will describe what steps are needed to gather information from a core file on various platforms.
(Internal and External (India) )
When Jeff's on-site he presents a couple Support Pattern seminars during the week. I have found these to be among the most beneficial of aspects of having Jeff on-site. Jeff's being here over a week allows him to flex the presentation into our schedules so most of my team can attend. The seminars are short enough as to not adversely impact our workloads. Having an individual on-site to present highly technical material makes a world of difference in my ability to understand, retain, and actually use it. The fact that Jeff has actually worked with me on specific problems allows him to directly relate the material to the enterprise in his presentations. The net result is a solid learning experience for me, which has resulted in actual problem resolutions for the company for issues that would have largely been unsolvable for us previously. Core files, Too Many Open File Descriptors, and Performance Tuning are three Support Patterns that I immediately put to use after attending Jeff's presentation. Today Jeff presented the Memory Leak Support Pattern material. There are a number of applications deployed to WebLogic in the ORGANIZATION that suffer from a "memory leak". I know the result of the presentation will be my being able to help resolve the problem that we've just been living with for years.
Quicker Resolution = Satisfied Customer
You can give the customer the knowledge and training for common recurring problem types that enables them to either resolve the issue themselves or be better prepared to work with your support organization.