Table of Contents

Identifying similar issues in multiple systems with Pega Predictive Diagnostic Cloud

Check whether an issue that Pega Predictive Diagnostic Cloud™ (PDC) has found in a system affects other systems that you monitor with PDC. Use the case overview and the Changes Summary landing page to research the issue.

Use case

uPlusTelco runs a production system with Pega Platform™ applications. Application developers use a dedicated development system, and a pre-production system to develop and test new features before releasing them to the public. As the application owner, you are responsible for identifying and researching potential performance issues with your systems and assigning these issues to the relevant problem solvers.

Before you begin

Identifying similar issues in other systems

Research a case to check whether the issue also occurs in other systems.

  1. Open a case that you want to investigate that is not yet assigned to anyone for investigation.
  2. Check whether the Similar cases for other systems section contains any cases, for example, if the same activity fails in a production system and in a development system.
    If a similar issue occurs on other systems, in the Similar cases for other systems section, you will find the cases that PDC creates to track the issue in the other systems.
    In the following example, similar issues have occurred on several other systems:
    Case view with a list of similar cases in other systems
    "Case view with a list of similar cases in other systems"
    Case view with a list of similar cases in other systems
  3. In the Type column, check whether the other systems with the same issue are all of the same type, for example, production systems.
    In the following example, PDC found the same issue on a development system, a pre-production system, and a production system:

    Different types of systems affected by a similar issue
    Different types of systems affected by a similar issue
    Different types of systems affected by a similar issue
  4. In the Created on column, compare the time of creation of the cases for each of the systems. The order in which an issue occurs on different systems might suggest the origin of the issue.
    In the following example, a similar exception occurred in a development system first, then on a pre-production system, and then on a production system:
    Cases created subsequently for different types of systems
    "Cases created subsequently for different types of systems"
    Cases created subsequently for different types of systems
    This particular order suggests that the issue originated in the development system, but was not fixed before updating the staging system, and then the production system. The issue requires further investigation. Additionally, developers must reevaluate the testing process that allowed the propagation of a faulty application.
  5. In the navigation pane, click Changes Summary.
    This landing page contains a list of recent changes in your system. For more information, see Changes Summary landing page overview in Pega Predictive Diagnostic Cloud.
  6. In the header of PDC, in the System list, select one of the systems in which you found similar cases in step 4.
    In the following example, for uPlusTelco, select the pre-production system, upt-preprod.
    Selecting a pre-production system in the PDC header
    "Selecting a pre-production system in the PDC header"
    Selecting a pre-production system in the PDC header
  7. In the Platform imports section, find an import that immediately preceded the case creation time that you found in step 4.
    In the following example, user jane.doe, a system developer, uploaded a new version of an application into the pre-production system in the morning of the day on which the case was created:
    A system update on the morning of October 8
    "A system update on the morning of October 8"
    A system update on the morning of October 8
    This correlation might confirm that the version update caused the issue in the pre-production system.
  8. Repeat steps 6 and 7 for other systems in which the same or similar cases occurred.
    For uPlusTelco, repeating these steps for the upt-production system confirms that the similar issue occurred on the production system after uploading a new version of the application from the pre-production system. The similar cases for all three systems require further investigation.
  9. Open another similar case that you identify in step 3.
  10. In the upper-right corner, click Actions > Reassign.
    Alternatively, you can share the case with a project management tool, for example, Agile Studio or Jira. For more information, see Sharing a Pega Predictive Diagnostic Cloud case with a project management tool.
  11. In the Assign to list, select the type of resource to which you want to assign the case, and then in the Operator or Workbasket list, select a user or workbasket respectively.
    For example, if you want an application developer to investigate the issue, assign the case to the Application Development workbasket:
    Assigning a case to the Application Development work queue
    Assigning a case to the Application Development work queue
    Assigning a case to the Application Development work queue
  12. Click Submit.
  13. Repeat steps 9 through 12 for each similar case that you identify in step 3.

Conclusions

You analyzed an issue with your production system and found that similar issues previously occurred on developer and pre-production systems. Additionally, you identified a possible problem with the testing and application update process. You ensured that relevant resources are notified of the most significant issues and have a way to track the progress of the problem resolution.

What to do next

Learn more about assigning cases to relevant resources by using an external project management tool such as Agile Studio. For more information, see Sharing a Pega Predictive Diagnostic Cloud case with a project management tool.

Suggest Edit

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.