Triage Solution
The Triage Approach - Four Easy Steps to Problem Diagnosis
The Triage Diagnostic Software Toolset contains three components that –used together– provide four easy steps to problem diagnosis.
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Triage Profiler guides you through the process of building a profile for your application in a snap. The profile is a simple ASCII file specifying all the information you need to find out about your customer's machine configuration, in order for your application to install and run smoothly. Typical items might include operating system information, hardware configuration, environment variable settings, registry entries, and the system and application files installed.
When you're finished, a single click of a button automatically packages the Triage Client files with your profile, ready for distribution on your application CD, diskettes, or for download from your Web site. What you have just created, in effect, is an application-specific reporting tool to ship with your products.
In addition, a simple Save option in the Profiler enables you to generate the Triage Client e-support package for interactive use on your technical support Web site. The Triage Client e-support package includes a self-extracting client file and a generic HTML download page which you can then customize as needed.
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Your customer experiences a problem when attempting to run your product. Instead of picking up the phone in frustration, the customer simply runs Triage Client.
A single click of a button is all that is required for your customer to launch Triage Client, whether from your distribution media or from your Web site. Triage Client automatically scans the customer's system looking for only the information specified in your profile, and generates an audit report ready for e-mailing. Another click to send you the report, and it's done.
This is all your customer needs to know about Triage, and the extent of the interaction needed to get that important diagnostic information back to you.
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Your Help Desk receives the audit report.
Run Triage Client on a machine where your application installs and runs properly. Generate an audit report. This audit report is your reference report.
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Use Triage Analyzer to compare the audit report with the reference report.
Triage Analyzer works by comparing a problem configuration with a working configuration, in order to identify problems quickly and easily.
The analyzer loads the audit reports, compares the report data, and displays any discrepancies found in a familiar, graphical-type browser. Problem areas are highlighted, and may typically include items like a missing DLL, the wrong version of a particular file, etc.
Since Triage Client only reports the information relevant to your application, you don't have to waste time sifting through a barrage of general system data that is irrelevant to your problem assessment. In addition, filters enable you to further screen out information that is unlikely to have caused the reported software problem - for example, the customer's file location for the Windows directory may be on a different drive than in your working configuration. This file location attribute can be filtered when viewing configuration differences in the analyzer. This speeds the analysis process significantly, and provides more control over the relevant data.
With problems quickly and accurately identified in the analyzer, you can move on to determine the best course of action to fix them.
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