Infor Xtreme Proactive Support. ISA (Infor Support Assistant) Infor Xtreme Knowledge Base. Frédérique Nielsen, Principal Support Analyst

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Infor Xtreme Proactive Support

ISA

(Infor Support Assistant)

Infor Xtreme

Knowledge Base

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Agenda

1. ISA : Infor Support Assistant

1. Background, What is ISA?

2. How do you enable your M3 BE installation for ISA?

3. How will you benefit from ISA in Infor Xtreme?

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Background

How many times have you been asked these questions?

• Do you have JT-123456 installed?

• I cannot connect; can you perform a find class on this Java program

and tell me your latest fix?

• What is your M3BE release ? 13.1? Do you mean M3BE 13.1 (M3 7.1)

or do you mean M3BE 15.1.1 (M3 13.1)?

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Is there a way to get those answers faster?

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ISA for M3 Business Engine

• ISA = Infor Support Assistant

• ISA is one of your best assets for delivering proactive support

• Enables you to send your environment and product information to Infor Xtreme:

• The M3 BE and M3 Foundation version you run

• The fixes you have installed

• Information per environment

• That information is processed and the results are available in Infor Xtreme

• For yourself

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ISA for M3 Business Engine

• Available for M3 BE version 14.1.2 and version 15.1.x

• Not available for older versions

• Provided free of charge

• Is absolutely not a license audit tool!

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ISA for M3BE: How does it work ?

Xtreme Support

Automatic Transfer

Customer

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Adhoc data Transfer

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ISA for M3BE: How does it work ?

Your

missing

patches

Infor Xtreme

Automatic transfer

Customer

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Ad hoc data transfer

KB

Data

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ISA for M3BE: How does it work ?

Infor Xtreme

Automatic transfer

Customer

I

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Ad hoc data transfer

KB

Data

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1 E

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Installing ISA for M3BE

Four easy steps:

1. Download ISA

2. Upload ISA

3. Configure

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Step 1: Download the ISA plug-in

• Xtreme Knowledge Base

• KB 1443283

(Search for “M3BE ISA”)

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Step 2: Upload ISA to LCM

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Step 3: Initial configuration

• Decide where to store you BODs locally

• Choose your environment

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Step 4: Start sending BODs

• M3ISA / Upload to INFOR Server

• Connect to Xtreme

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Sending BODs

• BODs are uploaded to our central ISA Server

• Port 80 and 443 are used

• ISA is using the same proxy setting as CCSS, set in the LCM

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Template v5 October 12, 2012

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Benefits of ISA

1. Critical notifications

• Inform you of any critical data that impact your specific

version of M3

2. Missing Patch Assistant

• List patches that are missing in each of your environments

You get faster resolution of incidents – thanks to data

provided about your environments

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Benefit 1: Critical notification

We can reach out to customers running a specific version and not

the others…

This patch is

important to

your

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Register for Interactive Briefings

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Benefit 2: Missing Patch Assistant

List of

Missing Patches

can be

displayed on the Action Items

Support App on the Patches tab

• Displays missing patch type

KB Articles by Product and

Environment

• Visual notification of number

Critical Patches missing.

• Displays last ISA collection

and when Infor Xtreme last

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ISA and our future

• We plan…

• More M3 products powered by ISA

• More Xtreme enhancements for better usability

• ISA is the future of Xtreme Support

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Need assistance with ISA

• For any questions or suggestions about ISA for M3 BE, do not

hesitate to report an incident:

• Product Line: ISA Support

• Product : ISA for M3BE

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ISA for M3BE

– What to remember?

• ISA for M3 BE 14.1.2 and 15.1

• Send your Environment, Product and Fix data to ISA/Xtreme

• Quick implementation from M3 Lifecycle Manager

• Free of charge service (included in your maintenance agreement)

• Benefits:

• Quickly locate missing patches

• Faster resolution for incidents

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Type

• Knowledge

: Support notes, question/answer

• Cumulative/Service Pack/Patch Release

: Correction record

Status

indicates the phase in the lifecycle of the article

• Under review

: the article is ready, a peer is requested to review

• Complete

: final

• Candidate for development

: Waiting for a fix from LPD

• Deferred to Future Release

: Low priority error fixed in a later released

• Void

: removed

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