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In the real time environment, a service instance can fail due to some error and BizTalk attaches the error with an error code. In the same way, another service instance can fail for the same reason as the first one. In these situations, the same error code is tagged with the error. But the workaround may not be the same for both scenarios, and the support person has different workaround steps to fix the problem. In this case, the support person needs to create multiple KB articles for the same error code, and tag them according to the service instance. This will ensure the correct KB article is displayed depending on the service instance name.

Let's consider an example. One of the service instance (Simple.Messaging.Receive.File) went into the Suspended (Resumable) state with the error code 0xC0C01B4D, and the workaround to the problem is added in a KB article. Another (different) service instance (Simple.Messaging.Transmit.File) also moves to the Suspended (Resumable) state with the same error code. Since the error previously happened, a KB article would have been created and associated with this error code. But for the current service instance, the scenario is different and requires a slightly different workaround. In this case, it would be apt to have two different KB articles. BizTalk360 allows support persons to create and tag multiple articles against the same error code. The application uses a Best Match scenario to identify and display the KB article for the error code. This depends on the additional options, known as tags (Environment, Service Class, Application Name, Error Text, Host Name, Service Status, Service Name) that the support person chooses while creating a KB article for the particular service instance error code.

Creating A KB Article For The Suspended Service Instance (Say, Instance 1)

  1. Log in to the application 
  2. Click Knowledge Base icon at the top of the page
  3. Click Service Instances in the Manage Knowledge Base articles page
  4. Click Add New to create a new KB article
  5. In the Add New Knowledge base Article page, enter/select the following information. Only when an environment is selected from the drop down, the application will allow the selection the other items.
    1. Article Title – Give a meaningful name for the article
    2. Error Code – Enter the error code for which the KB article is created, say 0xC0C01B4D
    3. Article Description – Enter the detailed information for the KB Article in the text editor space provided. The text can be formatted with the appropriate font/colors/bold/italics and so on
    4. Environment – Choose the environment for which the KB Article is to be displayed. If the default option (Choose Environment), the KB article will be applied to all the environments.
    5. Service Class – Choose the service class of a particular service instance. All the service classes in the environment will be displayed in the drop down.
    6. Application name – Select the application for which the service instance corresponds
    7. Error Text – This field can contain the token from the description of the error message. This field is restricted to 20 characters.
    8. Host Name – Select the host instance for the corresponding application that was selected previously
    9. Service Status – Select the state of the service instance (active, suspended, dehydrated, and so on)
    10. Service Name – Select the name of the service instance
  6. Click Save and Close to save the KB article for the corresponding event log/error code

Creating a KB article for the Suspended service instance (Say, Instance 2)

Follow the exact same steps as shown above, and select the appropriate tags (Environment, Service Class, Application Name, Error Text, Host Name, Service Status, Service Name) for the error code. The tags will play the differentiator role to display the appropriate KB article.