Definition of Standard Support for VertiGIS Studio Workflow

Overview

VertiGIS Studio Workflow provides extensive options and functionality to efficiently achieve your goals. However, to receive support under the Description of Services for Standard Technical Support framework, certain prerequisites must be met. These requirements are detailed below.

Access

To enable us to provide effective support, the relevant workflow must be shared with the support team, including an accessible example. Specifically:

• If no specific data or maps are required for reproduction, the issue should be reproducible in the Sandbox.
• Your workflow must be replicable using the standard "Capital City" template data. If you submit a support case for Workflow, the included example must already be configured to work with the "Capital City" data.
• If the "Capital City" data is not sufficient to illustrate the workflow, the data used must either be publicly accessible or provided directly to VertiGIS Support.

Reproducibility

To effectively understand and resolve the issue, support requires (in addition to the workflow itself):

• A detailed step-by-step description and outline of the workflow's intended functionality and expected outcome (e.g., a "desk check" or process diagram).
• A comparison of the expected outcome versus the actual behavior encountered.

Complexity & Logging

To streamline troubleshooting:

• Reduce the workflow to only the essential steps and activities required to reproduce the issue.
• Include a Log Activity in the workflow, set to debug level. Ensure that the logs generated from this activity during your own testing are included in your support request.
• Provide both the developer console log (as a .txt file) and the network traffic (as a .har file). To minimize file size, clear the console before starting the workflow and stop logging immediately after execution.

Submitting a Support Request - Required Information

In summary, to process your VertiGIS Studio Workflow support request, you will need to provide VertiGIS Support with the following:

• Workflow JSON (reduced to the essential components, including the Log Activity)
• All necessary data/maps for reproduction
• Detailed description and outline ("desk check")
• Expected vs. Actual Behavior comparison
• Log Files
  • Workflow Log (from the Log Activity)
  • Console Log (.txt file)
  • Network Traffic (.har file)

Further Assistance

If you require more extensive help beyond what is included in standard support, our Workflow experts from the Professional Services team are ready to assist you. Please reach out to your account manager for individual VertiGIS Studio Workflow services.