Tango/04 Brings 'X-Ray' Vision to Help Desk Tool

by Alex Woodie

Superman could be the ultimate systems administrator. Botch a software configuration? The Man of Steel could simply reverse time and fix the problem. Server room overheating? Never fear, for Superman's super-cooling breath would turn that around fast. But Superman's schedule is too full battling the forces of evil to work in your OS/400 shop. That's why Tango/04 Computing Group is harnessing some of Superman's capabilities, such as X-ray vision, in VISUAL Support Pro 5.0, the latest release of its help desk tool.

VISUAL Support can't reverse time, but it can perform some help-desk tasks that previously were practically impossible. In VISUAL Support Pro 5.0, Tango/04 has introduced a new graphical interface that lets help desk personnel view the inner details of jobs running on an OS/400 server, details which aren't available from OS/400 itself.

For example, when users are logged on to an iSeries server through ODBC (such as J.D. Edwards OneWorld users) or JDBC, there is no way to tell who they really are. OS/400 identifies all such users as "QUSER," which doesn't provide much help when they run into trouble and call on you, the help desk technician.

Through the new graphical interface in VISUAL Support Pro 5.0, help desk personnel are able to identify users by their real names and user profiles, even if they're connected via ODBC. The software also shows the IP addresses of all jobs running on the iSeries, which Tango/04 says greatly speeds the process of identifying problems and resolving them. Along with support for ODBC and JDBC access methods, VISUAL Support Pro 5.0 supports client/server applications.

Raul Cristian Aguirre, the chief executive of the Spanish software company, says this new feature is like having X-ray vision into an OS/400 server. "Technicians will be able to see inside the iSeries as if looking through an X-ray, understand what is going on immediately, and solve simple and complex problems in a fraction of the time."

Other new features in VISUAL Support Pro 5.0 include improved diagnostic functions, such as the capability to view SQL statements in real time, which helps find the root cause of performance problems. Tango/04 says help desk personnel will be able to view more information about more traditional batch and interactive workloads with VISUAL Support Pro 5.0. The new version also allows support personnel to take over a remote client's keyboard. Support for OS/400 V5R2 and multiple logical partitions has also been added. All VISUAL Support Pro functions are now available for helping local, as well as remote, users, via TCP/IP, through the new "NiceLink-based" deployment facility.

VISUAL Support Pro can be used with the most popular user interfaces, including 5250 dumb terminals, IBM iSeries Access and other 5250 terminal emulators, as well as screen-scraped applications. VISUAL Support Pro lets technicians "chat" with users through Instant Messenger and allows technicians to capture users' screens for later analysis. The software lets technicians drill down into data, printer, and display files, as well as source code, to get to the problem. It lets technicians debug the application on the spot to find problems, and features a "post-mortem" analyzer to dig deeper into error messages.

VISUAL Support Pro integrates with other Tango/04 products, including Enterprise Problem Solver and VISUAL Message Center. VISUAL Support Pro 5.0 is available now, through Tango/04's American reseller, Softlanding Systems. For more product information or trial downloads, go to www.tango04.com.

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CMS Manufacturing Systems – Function, Value, Reliability CMS Manufacturing Systems offers a comprehensive, Internet-enabled ERP/Supply Chain Management solution, CMS/400 v5.0, for small and medium-sized manufacturing enterprises in tight supply chain relationships, typical of a wide range of industries, from automotive to consumer goods. CMS/400's fully integrated suite of modules is sold as a single comprehensive solution, without tier or user-based pricing. And CMS staff provides all post-sales support, including, implementation, training and ongoing education and support. CMS has installations in over 2,500 plants worldwide. CMS/400's functionality includes integrated EDI/Release Accounting, CRM, Real-Time Shop-Floor Reporting, Production Analysis Tool-Set, Event Monitor, Materials and Logistics Management, APS, Financial Management, MPE, Tooling and Maintenance Integration and is fully Internet enabled with the CMS Easy e-Business Suite. This enhanced e-business capability completes the picture, making CMS the one-stop, single-source, turnkey solution provider for small and midrange enterprises with ERP/Supply Chain Management system needs. And once a new customer has purchased CMS/400, CMS commits its planning, implementation and training resources to helping management and staff fully realize CMS/400's capabilities throughout the enterprise. To learn more about CMS/400, and to register for a no-obligation test-drive, go to sales@cms400.com or www.cms400.com, or call 888-426-7400.