How to isolate issues based on Kepner-Tregoe approach
Issue Type : Error / No Error (Issues can be classified into issue with error where the error needs to be resolved or an issue where we do not have an error message.)
Error:
Issues where we have an error while performing something would need investigating and isolation by collecting relevant data with following format.
Define the Problem:
- Intermittent or Constant error
- Get Organization URL
- Get error timestamp in UTC or local time of user and convert to UTC
Can the problem be reproduced?
- Does this happen on other machines or other environments like a different organization or different browser?
- Approval for support instance for online organization
- Approval for Database copy for On-Premise instances
What makes the problem worse or better?
- When did the issue start happening?
- How many users are impacted?
What’s changed or new?
- What was done before the issue start happening?
Can I reduce the complexity?
Has someone else already solved this problem?
- Do Google Search with the exact error message in Unify Global Search and Internet
Document the work: screenshots, logs, etc.
- Capture exact error message including the entire error stack.
- Document the Kusto Query and Results/Verbose error logs
- Capture exact steps to reproduce the issue in environment from the moment or logging into the organization
- Get Problem Steps Recorder or video recording of the issue
- Get Fiddler trace or console error logs from browser as HAR file
No Error:
If there is no error to fix either the logging is not proper
- What is exact ask? (could be advisory)
- Are they referring some article?
- Is the issue related to D365 CE?
