7. Maintenance

This chapter serves as a reference guide in how to address general Promptar Server maintenance tasks.

7.1. Regular Tasks

Log Checking

  • The recommended configuration should log very few messages, if any.
  • Take special attention to messages logged at level 40 or 50 which correspond to errors.
  • Take care in confirming that the logs do not grow indefinitely if they’re directed at a file. It is recommended that log rotation is activated, in those cases.

Updating the Software

Updating Promptar Server and associated connectors is a very simple process:

  • Stop the server.
  • Uninstall the existing versions — the configuration will be left untouched.
  • Install the updated versions.
  • Start the server.

7.2. User Related Tasks

Adding Users

  • Confirm that you have the necessary user licenses.
  • If not, upgrade your license and replace the license.conf file by the new one.
  • Adding a particular user generally requires:

    • Configuring the telephony connector to account for the new user extension.
    • Adding the new user in the server’s users.conf file.
    • Depending on DCC’s mode of operation, it may be required to add the user declaration there, too.
    • Depending on BCDRs utilization, if any, it may need to user added to its configuration.
  • After changing the configuration, restart the server.

Resetting User Passwords

  • Locate the file users.conf under the server’s data directory: that location is defined in the general.conf file under the [data] section.
  • This file is updated every time a user changes his/her password via the desktop client; it contains one line of text per user along with the associated password hash.
  • To reset a given user password to the initial one delete the associated line from the file and restart the server. From here on, the user’s password is set to the password defined in the users.conf configuration file — not to be confused with the just edited users.conf data file.

7.3. Reconfiguration

Promptar Server Reconfiguration

  • Changes to the [data], [templates] or [rules] sections in integration.conf can be applied at runtime: for that use the server.reload server command [19].
  • Changing any other configuration option requires Promptar server to be restarted.
  • The general recommendation is:

    • Keep a copy of the current, valid configuration before performing any changes. (example: before changing integration.conf, copy it to integration.conf.prev)
    • Do changes in small steps, white testing them along the way.
    • Run DCC in remote mode so that desktop clients remain isolated from server restarts.

7.4. Diagnostics

When Promptar behavior is out of the expected, diagnostics should be performed as follows:

  • Identify the sequence or actions needed to reproduce the undesired behavior.
  • Confirm you are running the latest revisions of the software.
  • Analyze the logs to identify potential sources:

    • Start with the server’s log and from there proceed to analyzing any connector log that looks like a good candidate; do not forget the possibility of checking the desktop client log file, as well.
    • If the standard logging levels show very little information, change them to info — this ensures much more information is logged and will help finding the root cause.
    • Changing log levels to debug is not recommended unless requested by your support provider.
    • Using the plugins.dump server command [20] to ask each connector to log its internal state, although advanced, may help the diagnostic process.
  • If you need a Promptar partner or our support, please:

    • Collect all configuration files for the server and all connectors.
    • Collect any log files, at info level, that correspond to the undesired behavior being observed.
    • Then request support.
    • Your support provider may then continue the diagnostic process by requesting changes of logging levels, the execution of particular commands in the server’s debug shell or any other reasonable means to address your request.

[19] See the Command Line Reference appendix, Server Commands section.

[20] See the Command Line Reference appendix, Server Commands section.