Summary

Certain files and pieces of information are frequently requested for support cases dealing with Remote Agent. Having them ready can expedite the handling of your support case.

Commonly requested files and information

1. General Technical Support Checklist Please provide the information listed in the General Technical Support Checklist.
2. Remote Agent Details: Obtain the details about the Remote Agent. Take screenshots of all tabs of the Remote Agents details, including Queues, Workers, and History.
3. Workflow or Business Process Instance Details: If the remote agent issue is related to the running of a workflow or business process instance, take note of the specific instance details, the exact time an error occurred, and the specific activity that the error occurred with. Take screenshots of all tabs of the workflow or business process instance details.
4. Remote Agent Worker Logs: Acquire a copy of the Remote Agent Worker folder located under the BPMServer folder. By default, the path will be: C:\ProgramData\Laserfiche\BPMServer\. If possible, compress this folder in ZIP format to reduce its size.
5. Windows Event Viewer Logs: Export the Application, Laserfiche, ProcessAutomation, and LocalAgent event viewer logs from the Remote Agent server.