Can SDL add a monitoring service (e.g. Nagios or Splunk) to the publishing servers so the authors don't have long wait times between failed publishing, reporting the issue to IT/SDL, and waiting for a resolution? Can this request be added as a feature to the SaaS product to allow SDL to resolve a server issue before the authors notice? What have other SaaS customers done to obtain alerts when the publishing servers fail?
Hi Maria,
For what it is worth, I can assure you that there is monitoring in place. I don't know the details of your instance or the issues you experienced and their root causes.
I have routed your request, I assume you contacted support on this as well. They probably made the call if it was core product or in the customized publishing pipeline that things went wrong, etc
Best wishes,
Dave
Hi,
I don't think we have the appropriate monitoring needed for SDL to detect publishing issues before our business users. As a SaaS customer, we regularly submit tickets to SDL when our publications get stuck in the publishing queue. Per our recently closed ticket to Support, Case Details 00479439, I have been told that SDL is "working on architecture", "given broad customer interest." Our SDL Account Manager asked that I post on Communities to obtain a broader interest so that SDL can build this feature. Since my ticket was closed by SDL, I have no means of tracking this feature. If you can send me a ticket number for this request, then I can manage it from our side with our Account Manager. I really appreciate your help as we improve business usage of the SDL applications.
Thanks,
Maria
Hi,
I don't think we have the appropriate monitoring needed for SDL to detect publishing issues before our business users. As a SaaS customer, we regularly submit tickets to SDL when our publications get stuck in the publishing queue. Per our recently closed ticket to Support, Case Details 00479439, I have been told that SDL is "working on architecture", "given broad customer interest." Our SDL Account Manager asked that I post on Communities to obtain a broader interest so that SDL can build this feature. Since my ticket was closed by SDL, I have no means of tracking this feature. If you can send me a ticket number for this request, then I can manage it from our side with our Account Manager. I really appreciate your help as we improve business usage of the SDL applications.
Thanks,
Maria
I added this request to the Ideas section of the Community.
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