How to Change an Issue Category in a Tool Workflow Definition

In this article

• Overview
  • Prerequisites
  • Step 1: Open the Workflow Definition
  • Step 2: Download a Backup
  • Step 3: Edit the Workflow Definition
  • Step 4: Locate the Required Troubleshooting Check
  • Step 5: Update the Issue Category
  • Step 6: Save the Changes
  • Step 7: Validate the Changes
• Result
• Best Practices
• Troubleshooting
• Video Tutorial

Overview

This article explains how to update an Issue Category in a Tool Workflow Definition.

The workflow definition contains the troubleshooting logic used by the selected Tool. Each troubleshooting Check evaluates a specific scenario based on the configured conditions. When a Check is satisfied, it determines the corresponding:

• Issue Category
• Explanation
• Recommended Next Step
• Recommended Actions

This guide demonstrates how to locate the appropriate Check, update the Issue Category, save the workflow definition, and validate the changes.

Prerequisites

Before making any changes, ensure that:

• You have access to the required Data Source and Agent.
• The appropriate Tool is configured for the Agent.
• You perform the changes in a Development or Test environment before applying them to Production.
• You create a backup of the existing workflow definition.

Note: Always create a backup before modifying a workflow definition.

Step 1: Open the Workflow Definition

1. Open the required Data Source.
2. Select the appropriate Agent.
3. Open the Definition tab.
4. Under the Tools section, select the Tool whose workflow definition you want to modify (for example, LLA FTTH Tool or LLA HFC Tool).

The selected Tool contains the workflow definition that controls the troubleshooting logic.

Step 2: Download a Backup

Before editing the workflow definition:

1. Click Download.
2. Save the workflow definition to a secure location.

The backup can be used to restore the previous configuration if required.

Step 3: Edit the Workflow Definition

1. Click Edit.
2. Copy the existing workflow definition.
3. Paste it into your preferred text editor.

Using a text editor makes it easier to search and update the required configuration.

Step 4: Locate the Required Troubleshooting Check

A Check represents a specific troubleshooting scenario within the workflow definition.

Each Check evaluates configured conditions and determines:

• Issue Category
• Explanation
• Recommended Next Step
• Recommended Actions

Locate the required Check by searching for the appropriate troubleshooting condition or the existing Issue Category.

Best Practice: Locate the correct troubleshooting Check instead of searching by the recommendation text. Recommendation text may change over time, while the Check remains a more reliable identifier.

ERROR_FETCHING_DATA

Step 5: Update the Issue Category

After locating the required Check:

1. Identify the existing Issue Category.
2. Replace it with the required value.
3. If the same Issue Category appears in multiple relevant locations, update those occurrences as required.

Step 6: Save the Changes

1. Copy the updated workflow definition.
2. Return to the workflow editor.
3. Replace the existing workflow definition with the updated version.
4. Click Done.

5. Click Save.

   

Wait until the confirmation message indicates that the workflow definition has been saved successfully.

Step 7: Validate the Changes

After saving the workflow definition:

1. Return to the Agent.
2. Execute the same test scenario that was used before the modification.
3. Verify that the updated Issue Category is returned in the response.

Example

Current Value

ERROR_FETCHING_DATA

Updated Value

ERROR_GETTING_DATA

Result

The Issue Category has been updated successfully.

The selected Tool will now return the updated Issue Category whenever the corresponding troubleshooting Check conditions are satisfied.

Best Practices

• Always create a backup before modifying a workflow definition.
• Perform configuration changes in a Development or Test environment before applying them to Production.
• Locate the appropriate troubleshooting Check before making changes.
• Validate the updated configuration using representative test scenarios.
• Keep a copy of the previous workflow definition until the changes have been verified.

Troubleshooting

Unable to Locate the Required Check

• Verify that you are editing the correct Tool.
• Confirm that you are searching using the appropriate troubleshooting condition or existing Issue Category.

Changes Are Not Reflected During Testing

• Verify that the workflow definition was saved successfully.
• Confirm that the correct Tool was updated.
• Ensure the test scenario satisfies the conditions configured in the modified Check.

Unexpected Results After the Update

Restore the previously downloaded workflow definition and review the configuration before applying the changes again.

Video tutorial

https://screenrec.com/share/ZqTGVlxU1m