Proactive Assistance and Troubleshooting Services (PATs)

Overview

Proactive Assistance and Troubleshooting Services (PATs) is a new support infrastructure service introduced in v9.9. It is designed to enhance system reliability and User experience by identifying potential issues and providing resolutions in the form of Recommendations. PATs proactively analyze system health, detect validations, and suggest corrective actions to avoid impacting running operations.

Working Model

1. Data Gathering: PATs collect all project metadata, Project and designer elements health data, flow step information, and all types of validations from customers' non-production environments to create a comprehensive dataset for analysis.
2. Manual Data Analysis (Automated in the Future): Currently, experts review the gathered data to identify the issues and patterns, with future plans to automate this process using AI-driven analytics.
3. Sending Recommendations: PATs generate actionable recommendations and present them in the customer's environment for review and implementation.
4. User Notifications: Customers can configure alerts to notify of the recommendations received in the environment.

System Recommendations

System Recommendations address system-wide concerns, including infrastructure optimizations, security enhancements, and overall platform stability improvements. Users can access the system recommendations on the home page of all the listed Projects. A dedicated Page called Recommendations will list all the recommendations sent at the system level.

Recommendation Feedback:

When you edit and mark a recommendation complete, a new field will appear for you to provide comments. It is recommended that you share your feedback in this field. This feedback is valuable for us as it helps to improve the service provided by PATs by refining future recommendations and enhancing the accuracy of automated troubleshooting.

Configure Alerts

Users can configure Recommendation alerts to notify them whenever a recommendation is received from the PATs service. These alerts use the server's SMTP settings to send an email to the listed email address.

1. 1. To configure alerts for a Project recommendation:
   1. Navigate to Project > Manage > Configuration > Settings > Project Settings > PATS.
   2. Enter a list of email addresses within the text box field
   3. Ensure to click on the Save button to save the project settings.
2. To configure alerts for a System recommendation: 
   1. Navigate to the All Projects Folder > Recommendations Page.
   2. Click on Configure PATs Settings
   3. Enter a list of email addresses within the text box field
   4. Click on Ok.