Best Practices for Working with Your Fusion Support Team
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Cassandra Garris, Support Manager, Lucidworks. Presentation from ACTIVATE 2019, the Search and AI Conference. http://www.activate-conf.com
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Best Practices for Working with Your Fusion Support Team
- 2. STAY CONNECTED Twitter @activate_conf Facebook @activateconf #Activate19 Log in to wifi, follow Activate on social media, and download the event app where you can submit an evaluation after the session WIFI NETWORK: Activate2019 PASSWORD: Lucidworks DOWNLOAD THE ACTIVATE 2019 MOBILE APP Search Activate2019 in the App/Play store Or visit: http://crowd.cc/activate19
- 3. Welcome To Activate 2019! C A S S A N D R A G A R R I S Manager, Support Lucidworks L E T ’ S H AV E S O M E F U N W I T H F U S I O N S U P P O R T ! • Manage the Raleigh Team • Manage Escalations from Clients and Customer Success • Support Fusion and Solr • Work with Product Team for bugs and features • So, SUPPORT, SUPPORT… • And more SUPPORT
- 4. Best Practices for Working with Your Fusion Support Team
- 5. WHY IS THIS IMPORTANT?
- 6. Leverage Fusion Support with Lucidworks What To Do Learn how to get the most out of the Lucidworks Fusion Technical Support team. Submit Tickets Quick Resolution
- 7. Agenda • Overall: How to get the most out of the Fusion Support process • How to open an efficient support ticket with Lucidworks • Using proper severity levels with support tickets • When to escalate a support ticket • Fusion troubleshooting discussion
- 8. How to Open a Support Ticket
- 10. R EQUIR E D F IE LDS IN SA LES FO RCE What information should you enter into your support ticket?
- 11. Your Support Ticket is Almost Open, but wait…
- 12. T I C K E T S E V E R I T Y L E V E L S S1 S2 S3 S4 S1 P R O D U C T I O N S E A R C H D O W N [ 1 H O U R ] S2 M A J O R P R O D U C T F U N C T I O N A L I T Y [ 1 2 H O U R S ] S3 & 4 [ 2 4 & 4 8 H O U R S ] What About The Severity?
- 13. REMEMBER: All issues are important, but not all issues are deemed an S1.
- 14. Big No-No! This is bare bones with no substance.
- 15. F US IO N/ S O LR IS DOW N • Problem with that description • Why is it a problem • States Fusion is down with no clarity • No error message is provided • No real direction on where to start with troubleshooting efforts
- 16. A Winner! A P I I S S U E • Subject is short and brief but informs the team what has failed • Description informs the team that the proper logs are attached to the ticket • Description also gives a quick synopsis of what the client was trying to do when the issue occurred What’s Right in this Description?
- 17. When to Escalate a Ticket C A S E - B Y - C A S E B A S I S • Open ticket as an S1 • A current ticket needs to be re-escalated due to issue recurring again • Ticket that is not getting a lot of movement on a hot issue • There is a hard deadline on a fix that is needed
- 18. Let’s Talk About Fusion
- 19. Troubleshooting Fusion (Commonly Seen Issues) • FUSION/SOLR IS DOWN – What changed? Or did you make any changes? – What is actually down? – Are all the services up and running? – What is your current status?
- 20. What is currently running?
- 21. Fusion Services Number of services dependent upon Fusion version • Zookeeper • Solr • API • Connectors-classic • Connectors-rpc • Proxy • Webapps • Admin-ui • SQL • Log-shipper
- 22. Logs, logs, logs
- 23. • F E DE R A L/ GOV ER NMENT CLIE NTS • S E NS ITIV E INFO R MATION • CO MPA NY STIPULATIO NS
- 24. Things to Check • ARE FUSION/SOLR REALLY DOWN – Are all of the services up and running? If not, which one failed? – Are Solr and Zookeeper ok? – Were there any network issues? – Were there any configuration changes? – Are there any gc issues? – Take a jstack to see what the application is doing. – Restart Fusion and capture all of the logs for the support ticket. • Gather the respective logs (service logs, gc logs, jetty stderrout logs) – Ui limits, EOF exceptions, heap sizes, etc.
- 25. Solr Admin UI Quick Glance
- 26. Fusion Admin UI Quick Glance
- 27. Troubleshooting Fusion (Commonly Seen Issues with Login) • CAN NOT LOGIN TO FUSION ADMIN UI – Did you check the license? – Once again, the logs… – Web developer tools (status code) – These are all things to add to the ticket.
- 28. Troubleshooting Fusion (Decreased Performance) • FUSION is using too much CPU • What process is actually using MOST of the CPU? • Take sar output (script from support) – What is taxing the memory – Load Averages – Check ulimits (open files, max user processes) • GC issues?
- 29. Troubleshooting Fusion (Zookeeper Issues) • Zookeeper is pretty solid • Quorum? – If using external or embedded zk? • Health of zookeeper is good (check stat command) • Was there any recent changes (moved to another server, zk migrations, etc.) – Verify what Solr sees as the zookeeper
- 30. SUMMARY • Best practices to leverage the most efficiency – How to open a ticket – Proper ticket severity – Proper information included – When to escalate • Basic Troubleshooting of Fusion Fun, fun, and more fun!
- 31. The Lucidworks Fusion Technical Support Team is in this journey with you. C A S S A N D R A G A R R I S | M A N A G E R , S U P P O R T | L U C I D W O R K S
- 32. Helpful Links • LUCIDWORKS HOMEPAGE: https://lucidworks.com • DOCUMENTATION: https://doc.lucidworks.com • SUPPORT SITE: https://support.lucidworks.com • VIDEOS/WEBINARS: https://lucidworks.com/videos/ • DOWNLOADS: https://support.lucidworks.com/s/downloads Learn More About Fusion
- 33. THANK YOU
Notes de l'éditeur
- Hi everyone and welcome to Activate. Could I ask that everyone turn off/silence your phones and please rate this session using the Activate app? Thank you.
- This will help the customer leverage within their team how to first open a support ticket, how to determine what is an escalation, and finally how to accomplish providing the necessary information to the ticket To provide efficient troubleshooting
- The Lucidworks Technical Support Team is there to assist the client with their Fusion issues. Many of us on the team have been working support for many years because we enjoy helping people. It’s our nature.
- What information do you have inside your ticket? Did you use the proper SEVERITY for the issue in the ticket?
- Under support with Lucidworks, the severity levels are classified as S1, S2, S3, or S4. First let me state that the Lucidworks Technical Support Team understands that all issues are important to the client. Otherwise, they would not open a ticket with us. But not all issues fall under the classification of an S1. S1 means that your Production search is down; there is no search going through S2 means that a major product functionality is no longer working; or there is a significant impact to the customer’s business such as search performance to the business S3 means that a minor feature is affected; for example not being able to get a query to work or maybe your query is experiencing slow response times S4 is basically everything else; say you need documentation or an answer to a general question That being said, when a client opens a ticket with us it can be stressful or frustrating for them because they are experiencing issues. One thing the client needs to recognize is that they are not fighting the issue alone. When the client opens a support ticket with Lucidworks, their issue becomes OUR ISSUE; we are working together towards a resolution. You’re stressed or frustrated, and we get it. Here are some key take-aways to help leverage Fusion support more effectively.
- Let’s move into some examples of recent tickets that were opened with our support team. 2 of these were S1 tickets raised.
- Can anyone spot what is wrong with these tickets? These are actual tickets submitted to Lucidworks. One of the biggest ticket descriptions is…
- Let me just preface this. These examples are not the only times to escalate. This is a case-by-case basis. In support, I’ve seen many escalations outside of the norm and we handled those situations differently. The typical process for escalation can be achieved in 2 ways: By selecting the ESCALATE button in Salesforce, this will escalate the ticket as well as send a pager alert to the on-call Support Engineer. Or the client can escalate to their Customer Support Manager representative for their account. They will reach out to our VP of Support as well as myself and the Director of Support. From there, we assign and reach out to the support engineers to assist. Actual escalations are primarily worked via our on-call support engineers.
- Now that we have the ticket process out of the way, let’s talk about the fun stuff…let’s talk about Fusion and some ways that you can aid in troubleshooting your issues.
- A quick way to view what is running/failing is to do a bin/fusion status command from the commandline
- Fusion spins up many services, and depending which version you have will determine what services that it runs. For instance, the earlier versions of Fusion only ran 4 services: zk, solr, api, connectors For today’s talk, I am focusing on the latest version of Fusion 4.2.4 which runs , the following services This comes in handy with the next step in troubleshooting.
- The logs are the meat and potatoes for aiding in root cause. With each service, they have their own respective logs and follow the general path of: FUSION_HOME/var/log/<service/service.log>
- We do have some EXCEPTIONS TO OBTAINING LOG FILES with certain clients and we are respectful to those circumstances and work with what we do have
- Fusion uses ZooKeeper to configure and manage all Fusion components in a single Fusion deployment, therefore a ZooKeeper service must always be running as part of the Fusion deployment. For high availability, this should be an external 3-node ZooKeeper cluster. All Fusion Java components communicate with ZooKeeper using the ZooKeeper API. FOR EXTERNAL zk, you would get the zookeeper.out log file but many times zk is fine and we are directed to the Solr logs.
- You’ve got this!
- I’d like to thank everyone for attending this session. Are there any questions? Before leaving today, please rate this session using the Activate app. Your feedback is very important as it allows us to continue to improve the content. Thank you.