With the introduction of the Microsoft Dynamics GP 2013 Web Client, system administrators now face additional challenges when troubleshooting errors produced while accessing the Web Client all the way to using the Microsoft Dynamics GP application itself over the browser.
To understand the troubleshooting process, it's best to explain the Microsoft Dynamics GP Support team's posture when addressing a support case: any error event that occur before the Microsoft Dynamics GP login window is presented to the end-user will be treated as a Web Client implementation support issue.
Issues in this category involve everything from the deployment planning of the Web Client up to the point where you obtain the Microsoft Dynamics GP Login window. Items such as issues during the installation of the Web Client, network configuration, certificates, routers, firewall configuration, DNS resolution issues, issues preventing access to the web client Sign In window are all considered issues that prevent an end user from using the Web Client and therefore access Microsoft Dynamics GP.
|Web Client Sign In window (Windows Authentication)|
Any error event that occurs after the Microsoft Dynamics GP application Login window is presented, and during the normal use of Microsoft Dynamics GP is considered a functional support issue.
|Microsoft Dynamics GP Login Window (SQL authentication)|
Functional support issues involve everything from issues accessing Microsoft Dynamics GP all the way through using all the application functions within the Web Client: data entry, printing problems, posting issues, Report Writer reporting, SSRS reports, Excel reports, and all issues that may happen within the Microsoft Dynamics GP application while using the Web Client.
Having a clear cut definition between problems will allow you to reach the right support engineer at Microsoft. In addition, implementation issues may require the use of specialized diagnostic tools to collect information about the Web Client installation environment that will allow the support engineer or escalation engineer to better understand how your environment is configured.
In contrast, functional issues would typically follow the standard support protocols you have come to know over the years.
There are some clear benefits to this posturing:
1. A reported problem can be routed to the right support team the first time around. After all, an issue with a certificate may require someone technical from within the support team to address the problem, as opposed to a problem printing a report.
2. Having the right team addressing the issue will allow Support to issue whitepapers, videos, or even training content on how to address the most frequent issues that come to them.
3. Diagnostic information can be served up to the right support engineer at the time a case is created. This is only possible if a problem is tagged as an implementation issue versus a functional issue.
4. It allows both technical and functional support teams at Microsoft to keep stats on product quality, which may result in targeted hotfix or service packs.
Tomorrow I will address the steps involved in resolving an implementation problem and how you can take advantage of some of the latest tools available from Microsoft to assist in the process.
Until next post!
Mariano Gomez, MVP