RAP Support RAP Support Reporting incident about RAP

RAP Support

RAP Support Reporting incident about RAP: Necessary information Client-Side Diagnostics My. IS Portal October 27, 2020 Slide 2

Reporting incident about RAP Necessary information Ticket about the RAP related incident should include: – List of user(s) affected – Description of the issue including: • time when the issue occurred. • URL used to login. • From where user is connecting (ABB Intranet, over VPN, using External Access to RAP). • Browser details and Java Runtime Environment version. • VSE details (ID and version). • Traceroute screenshot • Error Message screenshot (also including URL in the browser) • Confirmation that the client-side troubleshooting steps were performed (described on next slides) – Steps how to replicate the issue (with screenshots if possible). – If the issue is with the VSE malfunction, VSE log files should also be attached. Key words: RAP, Remote Access Platform, Next. Nine. October 27, 2020 Slide 3

Client-side diagnostics Traceroute 1. Click on Windows button and type 2. In the window that appears run the following commands: 1. Tracert rap. abb. com 2. Tracert www 126. abb. com Please take screenshot of the results and include them in the ticket. 3. cmd October 27, 2020 Slide 4

Client-side diagnostics Java and Internet Explorer actions 1. Close all IE windows. 2. Enable Java Console as described in Appendix C, page 71 <81 in pdf> in Remote Access Guide: LINK 3. Clear Java Temporary Internet Files from Java Control Panel as described in Appendix C, page 69 <79 in pdf> in Remote Access Guide: LINK 4. Try remote access again. 5. Copy Java Console Output, save it in “Java. Output. txt” file and attach it to the ticket. 6. Check if abb. com is added to compatibility mode in Internet Explorer (shown below) October 27, 2020 Slide 5

Reporting incident about RAP My. IS Portal Steps to be taken to open an incident via My. IS portal Open link https: //abb. servicenow. com/My. IS/ Go to Get Support Create Ticket (1) Provide details: • Affected user if that’s not you • (2) Short description (remember to use the key words: RAP, Remote Access Platform or Next. Nine) • (3) Full description of the issue. • (4) Attach a file with screen shots or log files if available. • (5) Press submit 1 4 2 3 October 27, 2020 Slide 6 5