Support Workflow

Purpose of this document

In order to improve our product and customer experience it is necessary that any issues encountered while using our API are investigated and resolved in as efficient a manner as possible. This document aims to outline a workflow to help determine where any potential issue resides and how best to gather the information necessary to resolve the issue if it needs formal investigation.

Troubleshooting

  1. Does the particular method call return an error message?
    If so, this is likely because of the code implementation or the environment. Please refer to the code examples provided in the SDK documentation for examples of working code for the respective methods.
  2. Does it work using the corresponding RunDLL command?
    Methods with exposed RunDLL calls allow you to call the method without any specific code implementation. If a call is succeeding with the RunDLL equivalent, then it is likely there is an issue with your custom implementation.
  3. Does the scenario work correctly using the normal ES client?
    If the issue is seen only through your API implementation then it is likely that there is either an issue with the implementation or an underlying issue within our API.

How to log potential issues

Log issues at Ivanti Support, remembering to include the information defined below and placing excessively large files in an accessible location for pickup during investigation. We will investigate potential issues logged as soon as possible.

Information required

  1. Please use the provided ==GatherDiagnosticInfo== RunDLL call in order to generate an archive of the information necessary to help us diagnose the problem.
  2. This produces an archive named ==EsDiag.zip== which be created in the same location as the RunDll command is called from.
  3. The information gathered contains the event logs for the various agent services as well a snapshot of current HW and policy configuration.
  4. More detailed information means a likely decrease in mean time to resolution.
  5. Any custom implementation code where possible.
  6. In some instances where there is integration with our SXS server we may require a packet trace to help determine the root cause.