Transcript Matt Ayers Senior Program Manager Microsoft Corporation WCL403 Current Helpdesk Issues The cost of running a service desk can be as much as 10% of.

Matt Ayers
Senior Program Manager
Microsoft Corporation
WCL403
Current Helpdesk Issues
The cost of running a service desk can be as
much as 10% of companies' IT operations
staffing budget
The typical support center supports over 300
applications
The average call volume increased from less
than 1 call per employee per month to 1.36 calls
from 1995 to 2001
Traditional Troubleshooting
Low-bandwidth
Inconvenient
Invasive
Frustrating
Repetitive
Windows Troubleshooting Platform
Reduce number of support calls
Make support calls more efficient
Increase customer satisfaction
A Bit of Background
The Windows Troubleshooting Platform is a new
feature
The Windows Troubleshooting Platform runs on
Windows 7 and beyond
Windows 7 trouble shooting focuses on
relationship between helpdesk and end-user
Today
Troubleshooting Overview & Architecture
Using the Windows Troubleshooting Pack
Designer (TSPDesigner)
Deploying & Running Troubleshooters
Going beyond the TSPDesigner
Beyond TechEd
Troubleshooting Overview
Windows Troubleshooting Platform
Automated
Efficient
Repeatable
Standardized
Secure
Windows Troubleshooting
Philosophy
Use well-known methods
Allow designers to focus on their expertise
Address configuration issues
Fix problems when we are certain
Collect data when we are not
Troubleshooting Client Demo
Win7 Troubleshooting Implementation
Troubleshooting Pack
Detect
Root Cause
Resolve
Root Cause
Verify
Diagram of Troubleshooting Pack
Troubleshooting
Pack
Identification
Metadata
Detection
Scripts
Resolution
Scripts
Verification
Scripts
Localized
Resources
Identification metadata identifies pack, security signature and
user interaction
Scripts contain the logic to find and fix the problem
User-visible information stored in localized resources
(MUI-support)
Troubleshooting Pack Details
<?xml version="1.0" encoding="utf-8"?>
<dcmPS:AdvDiagnosticPackage SchemaVersion="1.0" Localized="false" xmlns:dcmPS="http://www.microsoft.com/schemas/dcm/package/2007"
xmlns:dcmRS="http://www.microsoft.com/schemas/dcm/resource/2007">
<DiagnosticIdentification>
<ID>91f3d9b6-aca6-435d-b9ca-829ab02a4aef</ID>
<Version>1.0</Version>
</DiagnosticIdentification>
<DisplayInformation>
<Parameters />
<Name>
<dcmRS:LocalizeResourceElement comment="Comment" index="1">Fabrikam Billing Troubleshooter</dcmRS:LocalizeResourceElement>
</Name>
<Description>
<dcmRS:LocalizeResourceElement comment="This is a comment" index="2">This troubleshooter will help solve common problems with the Fabrikam billing
software</dcmRS:LocalizeResourceElement>
</Description>
</DisplayInformation>
<PrivacyLink>http://www.fabrikam.com/privacy/</PrivacyLink>
<PowerShellVersion>2.0</PowerShellVersion>
<SupportedOSVersion clientSupported="true" serverSupported="true">6.1</SupportedOSVersion>
<Rootcauses>
<Rootcause>
<ID>WrongBillingServer</ID>
<DisplayInformation>
<Parameters />
<Name>
<dcmRS:LocalizeResourceElement comment="This is a comment" index="3">The application is trying to contact the wrong billing
server</dcmRS:LocalizeResourceElement>
</Name>
<Description>
<dcmRS:LocalizeResourceElement comment="This is a comment" index="4">The billing server can change but the application has no way to update the
billing server outside of the registry. This will check that the registry points to the most current billing server</dcmRS:LocalizeResourceElement>
</Description>
</DisplayInformation>
<Troubleshooter>
<Script>
<Parameters />
<ProcessArchitecture>Any</ProcessArchitecture>
<RequiresElevation>false</RequiresElevation>
<RequiresInteractivity>false</RequiresInteractivity>
<FileName>TS_WrongBillingServer.ps1</FileName>
<ExtensionPoint />
A Little Less Detail
<DiagnosticIdentification/>
<DisplayInformation/>
<PrivacyLink/>
<PowerShellVersion />
<SupportedOSVersion />
<RootCauses>
<ID/>
<DisplayInformation/>
<Troubleshooter/>
<Resolvers/>
<Verifiers/>
</RootCauses>
<Interactions/>
Windows Troubleshooting Pack Designer
GUI-based authoring environment
Generates the metadata to describe a
troubleshooting pack
Links to Graphical PowerShell Editor to create
PowerShell scripts
Signs each pack with a certificate
Packages the troubleshooting pack into a cab
Two New Concepts
Root Causes
Interactions
Four New PowerShell Commandlets
Get-DiagInput
Write-DiagProgress
Add-DiagRootcause
Update-DiagReport
Component Interaction
Process 1
GUI
Troubleshooting
Pack
CMD
Troubleshooting
Runtime Engine
PowerShell
Scripts
Platform
cmdlets
Process 2
Results
and
Reports
Get-DiagInput
Update-DiagReport
Update-DiagRootCause
Write-DiagProgress
PowerShell
Runtime
Windows Troubleshooting Framework
Authoring a Troubleshooting Pack
Deploying Troubleshooting Packs
Deploy Troubleshooting Packs using
Configuration Manager or Group Policy
Post troubleshooting packs online
Intranet SharePoint site
Internal network shares
Technical support websites
Provide links in your help documentation
Command Line Execution
Uses Powershell to run scripts remotely
via the command line
Get-TroubleshootingPack
Invoke-TroubleshootingPack
Runs the same Troubleshooting packs as the
wizard runs
Easy to discover package contents
Provides scripted or remote execution
Running a Troubleshooting Pack
from the Command Line
Basic .diag file structure
<DiagnosticIdentification/>
<DisplayInformation/>
<PrivacyLink/>
<PowerShellVersion />
<SupportedOSVersion />
<RootCauses>
<ID/>
<DisplayInformation/>
<Troubleshooter/>
<Resolvers/>
<Verifiers/>
</RootCauses>
<Interactions/>
Extension points
XML markup tags that customize the declarative
UI
Not available from the designer
Requires using commandline tools to generate a
troubleshooting pack
Commandline tools
sdmc.exe – compiles a .diag file into a .diagpkg
sdcatalog.exe – creates the security catalog for a
troubleshooting pack
signtool.exe – creates a digital signature for the
security catalog and .diagcab file
cabarc.exe – packages the troubleshooting pack
into a .diagcab file
Extending a Troubleshooting Pack
Topics That We Didn’t Cover Today
Answer files
Extension points
Localization
Custom icons
Global Troubleshooters
Signing with a trusted certificate
Group policy
More information
Learn more by searching for
Windows Troubleshooting Platform on msdn
Give feedback by e-mailing
[email protected]
In Summary…
The Windows Troubleshooting Platform makes
finding and fixing problems both more
approachable and more efficient
The Troubleshooting Pack Designer allows you
to rapidly create simple troubleshooters
The Windows Troubleshooting Platform
provides an extensible framework beyond
the Designer
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