Confused end users, application problems and program bugs cannot delay or stop your company's operations anymore. With Tango/04's VISUAL Support Pro, you can dramatically improve your ability to diagnose and fix unexpected errors, and to provide outstanding technical support to local or remote users and batch jobs, even through the Internet. You will be amazed when you see how easily you can avoid costly downtime, improve end user satisfaction, and assure the continuous availability of your critical processes.
VISUAL Support will let you SEE what any user is doing in your iSeries. Like having a powerful X-ray into any single job to see easily things like:
- Job name, real user name, IP address (no more guessing who is who in ODBC/JDBC sessions – support JDEdwards, BPCS, easily!)
- Actual end-user screen (no need to ask for permission to the end user if you are authorized)
- Running (or last executed) SQL statement (discover what’s really going on at these Client/Server and WebSphere jobs)
- Library list, open files, spool files, and the full DSPJOB listings from a graphical interface
- Otherwise unavailable valuable data like the Local Data Area (*LDA) and Temporary Job library(QTEMP) contents
- Running Source Code! (even with the line that is being executed in most cases)
Program Navigator and Application Explorer (save valuable time and avoid mistakes by having a full, live description of the program structure, context, and related objects in a navigable tree) Moreover, you can actually execute a command in the failing job to solve a problem, edit the *LDA or QTEMP, change the library list on the fly and more! Or use the advanced VISUAL Remote Control feature to take full control of the keyboard of the remote job. No other product gives you so much power!
What can VISUAL Support Pro do for you?
Help Desk
Improve quality and speed of all tech support tasks - see and control local and remote user sessions, and get otherwise unavailable internal job info to solve problems instantly. Easily create comprehensive problem data for knowledge bases or second line of support, and more
Programmers
Use it as a problem solver (detect bugs immediately, solve production problems) or as a great aid to understand, navigate, and document applications. Eliminate the need to reproduce errors in testing environment, and more
System Operators
Inspect information on jobs, users (including inactivity time), and applications; detect and solve performance problems; monitor and control untrusted users; solve production problems on any iSeries in your network, disconnect abandoned sessions normally, and more
Consultants
Work and solve problems on customer iSeries from any location, providing instant remote support, even over the Internet, and using source code from your own iSeries, and more
IT Manager
Part of the Enterprise Problem Solver suite: react to unexpected problems at any time, keeping your mission critical applications alive. Supervise all AS/400 or iSeries users from your chair. Empower all your IT people. Reduce the cost of Help Desk, avoid downtime, reduce project risks, and more
ASP and Outsoucers
Leave your competitors behind with unbeatable premium customer support. Diagnose and solve problems instantly, and get closer to customers than ever before. Minimize downtime, maximize satisfaction, and reduce support costs
Benefits
Assure High Software Availability
Solve problems faster, even in the most complex iSeries apps before they affect your business.
Give the Best User Support Ever
Solve local or remote user problems immediately without the need for guessing or travelling. Forget relying on confusing end-user explanations. Empower your technical support team like never before.
Lower Technical Support Costs
Speed all support actvities. Improve chance of first call success. Decrease time required per problem dramatically.
Reduce Risks of Software Projects
By being able to solve problems as they occur, you will greatly reduce the risk of application failures and the huge cost of unavailability. If things don’t go as planned, you have a ‘life saver’ ready just in case.
Solve Problems in Running Jobs
Capture any running job, interactive or batch, with point and click simplicity! Solve unexpected problems without doing anything beforehand. And what if you get a message on a batch job four hours after its launch? Don’t worry! With VISUAL Support Pro, you can solve most production problems without canceling the job.
Big, Complex Applications?
Big programs? Third-party packages? No fresh documentation? No problem! VISUAL Support Pro gives you accurate, detailed information about application structure, relationships, data dictionaries, source code, parameters, program logic, and more, on-the-fly, so you can solve problems with unprecedented ease.
Monitor Internet, Untrusted and Inactive Users
VISUAL Support Pro allows you to monitor and supervise anyone working on your iSeries, seeing and controlling their actual screen as they work. You can even detect "lazy" or inactive users, and disconnect them safely. Support all your iSeries and Users from One Site
VISUAL Support Pro bridges the gap between you and your remote iSeries users. Support them from a centralized location, or help them over the Internet... you are in command!
Document Problems the Easy Way
Third party packages that you can't touch? Need to collect relevant information on problems quickly? VISUAL Support Pro will do it for you in a snap. It will retrieve all the internal information so you can immediately get support from external consultants, IBM, etc. Save your time, their time, and get problems solved faster.
Integrated with Enterprise Problem Solver
VISUAL Support Pro is integrated with Enterprise Problem Solver: monitor all your AS/400 or iSeries for critical error messages, get alerted wherever you are, send logs by e-mail, automate responses, debug and solve live problems, locally or remotely. In a Nut Shell
Supports any number of remote iSeries from one single location
Supports any number of client workstations
Supports old 5250 dumb workstations, 5250 emulation programs including IBM Client Access, Telnet sessions, screen-scrapped applications, etc.
Allows multiple technicians to work with the same job and browse the same source members and objects simultaneously
Full OPM and ILE support
NEW! Client/Server, ODBC and JDBC application support Screen Capture and Internal Job Information:
Capture any running job, interactive or batch, local or remote, without canceling it, even when in 'input-inhibited' status. See it (a). See it (b). See it (c).
Powerful job selection filter
- Interactive and batch short cuts, see all the job information you need to solve problems in batch and interactive jobs
* the actual user screen, up to the last keystroke
* shows inactivity time
* indication of input and message waiting functions
* customizable colors and fonts
* capture multiple screens
- LDA in character and hexa format
- QTEMP objects – double click to open
- Historical job log
- Library list – double click to access objects
- Call stack with every program called with parameter values – double click to capture program information
- Spool files being created – with actual content
- NEW! NEW! See the ‘real user’ for Client/Server jobs (not just QUSER)
- NEW! Change, end, hold any running job from within the Job Selection list
- NEW! IP Address
- NEW! User profile details
- NEW! Plus all the Work with Job information
VISUAL Remote Control - take control of remote user's keyboards!: The VISUAL Remote Control add-in allows you to take control of any remote user's keyboard and:
- Give outstanding user assistance to all remote users
- Answer messages
- Sign remote users off
- Remove object or record locks
- Supports any 5250 terminal, emulation program, Telnet session or even modern “screen-scraped” applications
Application Information: The Application Explorer is a navigable graphical tree of objects referenced by each program. See it. Perfect for understanding apps when no fresh documentation is available
Click to drill down to see:
- Source code (see below)
- Display files
- Printer files
- Data files
Debug information with "Optional" VISUAL Debugger for Windows:
View actual running source code See it (a). See it (b).
- Color coding
- Indentation
- Hide comments
- Advanced "Find" function
- Indicate actual statement in execution for OPM and ILE programs
- Highlight and right click variables to get variable values as tool tips, or use Data Dictionary (below).
- Retrieve code automatically from any system object, program service program or ILE module. Even gets source from remote iSeries
- Shows source member information (date of creation, modification...)
Data Dictionary shows:
- Variable values
- Indicators
- Field and subfield values
- Character and hexa support
- Show / hide pointers
- Source code not required
Program Navigator makes complex program logic easier to understand
- Fan-In Tree: shows a navigable hierarchical structure that depicts all the internal and external calls in a program (including GOTOs, EXSR, CALLs, etc.)
- Fan-Out Tree: shows all references for each label, subroutine or call for easier understanding of dependencies and faster browsing
- Click on branches to immediately position source code
Start a debugging session and get complete control of program execution by using Tango/04’s VISUAL Debugger for Windows as a companion product.
Member and Object Information:
Don’t let a wrong compilation parameter fool you anymore! Now, VISUAL Support Pro gives you complete information about :
- Source members
- Objects
- Modules
- Service programs
- Compiler options
VISUAL Support Pro gives you complete information about: See it.
- Source members
- Objects
- Modules
- Service programs
- Compiler options
System Information:
- OS/400 Version and PTF level for all iSeries systems
- System name, description and connection mode See it.
- Model, submodel, security level
- NEW! Predefined OS/400 troubleshooting commands only one click away: display network attributes, subsystem descriptions, work with active jobs, and more
System Explorer:
Graphical navigation and selection of iSeries libraries, objects and file members See it. Icon based for quick understanding
"Post Mortem Analysis": Tango/04's exclusive RPG "Post Mortem" analysis gives you vital information related to error messages received on interactive or batch RPG programs See it.
- RPG error code
- Plain English error description
- Statement being executed
- Last I/O operation being performed at error time
And remember, the program is still running, so the chances are you can fix the problem and Retry the failed step.
Pretty Printing:
VISUAL Support Pro’s source code view includes fully customizable color-coding and indentation. This can be printed directly from the PC to create professional, attractive looking documentation.
Command Execution:
VISUAL Support Pro not only lets you easily find the cause of the problem, but also allows you to fix it in most cases. You can execute any OS/400 or non-OS/400 command on the captured job, even when in input-inhibited mode. You can, for instance, change the LDA or the LIBL, or disconnect any running job. See it.
Chat:
VISUAL Support Pro lets you chat in text mode with the user of the captured job. So, VISUAL Support users can communicate with end users even if no phone line is available (for instance, when using the phone line for getting connected to the iSeries from home). See it.
Complete Security System:
As VISUAL Support Pro is in use in many banks and financial firms, we included a rock-solid, iSeries based security system. You specify which users can capture which jobs, and permit or restrict certain features (for example, you can allow PETER to capture MARY's jobs, but not to execute any commands on her jobs). Include or exclude complete subsystems for certain users, and maintain a system log showing what has been done with the product, and much more.
State of the art Client/Server technology:
Ease of use is built-in. Anyone can install and start using VISUAL Support Pro in minutes. Resource usage on the iSeries side is minimal thanks to Tango/04's advanced SmartCache technology.
StartNow:
Integrated in VISUAL Support Pro, StartNow is a new, advanced Tango/04 technology that eliminates the frustrating waiting time when starting a Client/Server application. It uses highly tuned, customizable pre-start services on the server side so the connection is practically instantaneous.
NiceLink Communications:
VISUAL Support Pro uses Tango/04's exclusive NiceLink communications engine to give lightning fast, secure connections.
Easy to use, graphical configuration wizard
Built-in support for APPC Router engines, TCP/IP (no Client Access needed!), CPI-C, and
Microsoft SNA Server connections
Secure Internet support
Supports multiple configurations with protocol mixing for maximum flexibility
Blazing fast, powerful 32 bit optimized Windows 95/98/NT/2000 communications engine and graphical interface
State-of-the-art Client/Server technology with StartNow [PDF SPEC SHEET] |
