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Information to send to support when opening a Management Reporter support case

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The next time you need to submit a support case for Management Reporter, the following information can help the support tech with troubleshooting your issue.

  • The full version of number of MR. You can find this under Help | About Management Reporter.
  • If you are getting an error message, let us know where the error is happening (when you generate a report; when you open MR, etc.). A screen shot of the error message is always appreciated.
  • Error messages in MR will normally log something in the Event Viewer too. You can re-create the error and then check the Event Viewer. MR will have something under Windows Logs | Application. There should be an error there with the same timestamp as when you re-created the error. Select the error and then click Action | Save Selected Event. Errors will typically be logged on the MR server.
  • In the MR Configuration Console, click Data Mart Integration, under Logs. Check for any error messages here.
  • You can also run the following script in SQL Management Studio for any integration errors:

    select CIG.[Description]

    , ST.[Name]

    , SM.[Text] 

    , DATEADD(minute, DATEDIFF(minute,GETUTCDATE(),GETDATE()), SL.[StartTime]) as LocalStartTime

    , DATEADD(minute, DATEDIFF(minute,GETUTCDATE(),GETDATE()), SL.[EndTime]) as LocalEndTime

    , SL.[TotalRetryNumber]

    , SL.[IsFailed]

    , STT.[Name] as TaskType 

    from [Scheduling].[Log] SL with (nolock)

    inner join [Scheduling].[Task] ST with (nolock) on SL.TaskId = ST.Id 

    inner join [Scheduling].[Message] SM with (nolock) on SL.Id = SM.LogId 

    inner join [Scheduling].[TaskType] STT with (nolock) on ST.TypeId = STT.Id 

    inner join [Connector].[IntegrationGroup] CIG with (nolock) on CIG.[IntegrationId] = ST.[CategoryId]

    order by SL.[StartTime] desc

Right-click on the results and select Copy with Headers. Paste this into Excel and attach it to your case.

Notice:

“Microsoft provides programming examples for illustration only, without warranty expressed or implied, including, but not limited to, the implied warranties of merchantability or fitness for a particular purpose. This mail message assumes that you are familiar with the programming language that is being demonstrated and the tools that are used to create and debug procedures.”

This is not an officially tested solution by Microsoft and should be fully tested before implementation.

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