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BizTalk360 allows users to create multiple knowledge base articles against the same error code/event log id. There may be cases when the same error may occur in multiple scenarios and may require to have different knowledge base articles depending on the context. In this case, BizTalk360 applies a matching algorithm to display the appropriate KB article against the error code. If the KB article has 3 tags associated with it (say, environment, application, service name), the matching algorithm will display the KB article only when the information in the message box matches the tag information. Otherwise, the generic KB article that is common across all environments will be displayed. 


To understand the best match scenario, let us consider few example scenarios.


Scenario 1 - Create a KB article for error code 0xc0c01680 that is common across all configured environments

Scenario 2 - Create a KB article for error code 0xc0c01680  that is specific to environment 1, and application 1

Scenario 3 - Create a KB article for error code 0xc0c01680  that is specific to environment 1, service instance 1


In the above scenarios, the KB articles are created for the same error code but for different scenarios. The matching algorithm will display the appropriate KB article depending on the maximum number of matches to the tags that are applied. 


Scenario-1 (Error Code Applicable To All Environments)

Say, a service instance for a particular application "ACME" has moved to the Suspended (Resumable) state because the published message could not be routed as no subscribers were found for the message. The error code tagged with this error is '0xc0c01680'. To make the KB article visible across all the environments, create the KB article as follows:

  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 the environment is selected from the drop down, the application will allow the selection of 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 0xc0c01680
    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.
  6. Do not select any other option from the other drop downs
  7. Click Save and Close to save the KB article for the corresponding event log/error code


Click the sliders to view the process of creating the knowledge base articles for the error code across all the environments



Scenario-2 (Error Code Applicable To Specific Environment And Specific Application)

In the second scenario, we will create a KB article for a error code that occurs for a particular application in a specific environment. Say, a service instance for a particular application "Contoso" has moved to the Suspended (Resumable) state because the published message could not be routed as no subscribers were found for the message. The error code tagged with this error is '0xc0c01680'. This happens only on one of the configured environments (BT360DOC01), while it works perfectly fine in the other configured environments.


In Scenario 1, we created a KB article for the same error code. But in this case, the error code is specific to a different application and only one of the configured environments. The KB article created in Scenario 1 is generic across all the environments. Once the KB article is created (specific to Scenario 2), it will be visible for the application Contoso only in BT360DOC01 environment. For any other application with the same error code and across other configured environments, the KB article created in Scenario 1 will be visible to the user. To create the KB article, please follow the steps:

  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 the environment is selected from the drop down, the application will allow the selection of 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 0xc0c01680
    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. In this case, choose the BT360DOC01 environment
    5. Application name – Select the application for which the service instance corresponds. In this case, choose the application as Contoso
  6. Click Save and Close to save the KB article for the corresponding event log/error code

Click the sliders to view the process of creating the knowledge base articles for the error code across all the environments



Scenario-3 (Error Code Applicable To Specific Environment And Specific Service Instance)

In the third scenario, we will create a KB article for a error code that occurs for a particular service instance in a specific environment. Say, a service instance "DeadEndRP" has moved to the Suspended (Resumable) state because the published message could not be routed as no subscribers were found for the message. The error code tagged with this error is '0xc0c01680'. This happens only on one of the configured environments (BT360DOC01), while it works perfectly fine in the other configured environments.


In Scenario 1 and 2, we created a KB article for the same error code. But in this case, the error code is specific to a service instance and only one of the configured environments. Once we create the KB article (specific to Scenario 3), we will have different cases to see how the KB articles will be displayed.


Error Code Environment Application Service Instance KB article from scenario
0xc0c01680
- - - Scenario 1
0xc0c01680
Environment 1 Application 1
- Scenario 2

0xc0c01680

Environment 2

- - Scenario 1

0xc0c01680

Environment 1

- Service Instance 1
Scenario 3

0xc0c01680

Environment 1

Application 1

Service Instance 1

Environment 1/Application 1 - Scenario 2

Environment 1/Service Instance 1 - Scenario 3

0xc0c01680

Environment 2

Application 1

Service Instance 1

Scenario 1

0xc0c01680

Environment 1

Application 2

Service Instance 1

Scenario 3

0xc0c01680

Environment 2

Application 2

Service Instance 1

Scenario 1

0xc0c01680

Environment 1

Application 3

Service Instance 2

Scenario 1

0xc0c01680

Environment 2

Application 3

Service Instance 2

Scenario 1


 To create the KB article:

  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 the environment is selected from the drop down, the application will allow the selection of 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 0xc0c01680
    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. In this case, choose the BT360DOC01 environment
    5. Service instance name – Select the service instance name. In this case, choose the application as DeadEndRP
  6. Click Save and Close to save the KB article for the corresponding event log/error code