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When a service instance gets suspended, BizTalk automatically assigns it with an error code. In BizTalk360, users can see the list of service instances depending on their states such as In Progress, Running, and Suspended. The BizTalk administrators are concerned of the service instances that are in the suspended state, and they would want to understand the reason why they went into suspended state and find a solution for the problem. Once they find a solution, BizTalk360 provides them the functionality of being able to document it as a knowledge base article which will be useful for them when they encounter a similar error in future. 

Let's take an example to understand the procedure of adding a KB article for one of the service instance error codes. Say, there is a service instance for a particular application "Contoso" and the service instance has moved to the Suspended (Resumable) state because the published message could not be routed as no subscribers were found for the message. The error code tagged with this error is '0xc0c01680'. This information is available to the support person under the 'Error Description' section for the particular instance. With this information, the support person may/may not be able to identify the root cause of the error and fix it. The support person can find the solution/workaround by referring to multiple blogs, support articles and so on. BizTalk360 provides the flexibility to the support personnel to document these learning (as a knowledge base article) which will be useful on the long run. Once they have the permissions, they can create a KB article for the corresponding error code.

Adding a KB Article For The Suspended Service Instance

  1. Log in to the application
  2. Click Knowledge Base icon at the top of the page
  3. Click Service Instances in the Manage Knowledge Base articles page
  4. Click Add New to create a new KB article
  5. In the Add New Knowledge base Article page, enter/select the following information. Only when the environment is selected from the drop down, the application will allow the selection of other items
    1. Article Title – Give a meaningful name for the article. For instance, if the article is for a error code 0xc0c01680, it can be named as "Article for error code 0xc0c01680".
    2. Error Code – Enter the error code for which the KB article is created, say 0xc0c01680
    3. Article Description – Enter the detailed information for the KB Article in the text editor space provided. The text can be formatted with the appropriate font/colors/bold/italics and so on.
    4. Environment – Choose the environment for which the KB Article is to be displayed. If the default option (Choose Environment) is chosen, the KB article will be applied to all the environments.
    5. Service Class – Choose the service class of a particular service instance. All the service classes in the environment will be displayed in the drop down.
    6. Application name – Select the application for which the service instance corresponds
    7. Error Text – This field can contain the token from the description of the error message. This field is restricted to 20 characters.
    8. Host Name – Select the host instance for the corresponding application that  was selected previously
    9. Service Status – Select the state of the service instance (active, suspended, dehydrated, and so on)
    10. Service Name – Select the name of the service instance
  6. Click Save and Close to save the KB article for the corresponding event log/error code
  7. Click Save and Add Another to save the KB article and immediately create another new KB article
  8. Close - to close the KB article creation window and display the list of created KB articles. It will prompt the user with a confirmation message as 'Are you sure you want to close?'. Click OK to close the KB article creator window.