Triage eSupport Products
Triage
The technical support application that automates the process of collecting and analyzing diagnostic data.
By automating hardware and software problem solving, Triage improves the efficiency of your technical support staff and the satisfaction of your end users.
With Triage, you can provide automated technical support for:
- All types of software applications, from web applications to commercial shrink-wrapped products.
- All Windows platforms.
- Computer/hardware peripherals.
Triage includes the following components:
Triage Console
You use the Triage Console to build application profiles that specify what diagnostics to collect, generate eSupport Web pages and CD distribution packages, and analyze collected diagnostics.
The Triage Console is a Microsoft Management Console (MMC) snap-in that you can run as a standalone application. MMC is a feature of the Windows 2000, NT, and XP operating systems, but can also run on the Windows 95, 98, and Me operating systems. You can add the Triage snap-in to other MMC consoles.
Triage Client
A configurable eSupport agent program that can be downloaded from a Web page or distributed on CD. Triage Client automatically gathers accurate configuration and problem diagnostics from end-user systems, and can automatically repair potential problems. (Self-repair requires Triage Pro.)
Triage Pro
Extends the capabilities of Triage with automated problem resolution. This allows customers to fix problems without involving technical support staff.
Triage Pro also provides:
- Advanced diagnostics through Windows Management Instrumentation (WMI).
- Support for Web publishing (the posting of diagnostic reports to your server via the HTTP or the FTP protocols).
Triage/db
Triage/db extends Triage's data collection capabilities to include database configuration information and database content. Triage/db can collect information for any ODBC compliant database such as Oracle, Microsoft SQL Server, and Microsoft Access.
Due to the nature of how ODBC is implemented, (multiple layers of programs and drivers communicating with each other), troubleshooting can be a challenge.
With Triage/db, when an ODBC call fails, you no longer need to spend hours trying to determine whether it is a problem with client libraries, or a net protocol mismatch, or even a database engine not running, Triage/db can collect all the information required to perform a proper diagnosis in minutes.
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