Unicenter Service Desk Implementation Guide

Transcription

Unicenter Service Desk

Implementation Guide
r11
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© 2005 Computer Associates International, Inc.
All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.
CA Product References
This document references the following Computer Associates International,
Inc. (CA) products:

Advantage™

Allfusion®

BrightStor®

CleverPath™ Portal

eTrust® Embedded Identity and Access Management (eTrust eIAM)

Unicenter® Asset Management

Unicenter® Asset Portfolio Management (APM)

Unicenter® Management Portal

Unicenter® Network and Systems Management (NSM)

Unicenter® Remote Control

Unicenter® Service Desk

Unicenter® Knowledge Tools (KT)

Unicenter® Software Delivery

Unicenter® TNG for Windows
Contact Customer Support
For online technical assistance and a complete list of locations, primary service
hours, and telephone numbers, contact Customer Support at
http://ca.com/support.
Contents
CA Product References........................................................................................................... 3
Contact Customer Support ..................................................................................................... 3
Chapter 1: Introduction
11
What You Need to Know....................................................................................................... 12
Unicenter Service Desk Features ........................................................................................... 13
Chapter 2: Server Installation (Windows)
15
Phase 1: Review System Requirements .................................................................................. 15
Phase 2: Install Server ........................................................................................................ 15
Remote Components Installation...................................................................................... 16
New Installation ............................................................................................................ 17
Installation Upgrade....................................................................................................... 18
Modify Current Installation .............................................................................................. 18
Install Log .................................................................................................................... 19
Removing Unicenter Service Desk .................................................................................... 19
Phase 3: Before You Run Configuration .................................................................................. 20
Using eIAM for Authentication ......................................................................................... 20
eIAM Installation Considerations ...................................................................................... 21
Phase 4: Configure Service Desk ........................................................................................... 22
Phase 5: Configuring and Reporting Screen Painter .................................................................. 24
Phase 6: Integration and Configuration of the Web Interface ..................................................... 24
Phase 7: Start the Client Interfaces ....................................................................................... 24
Phase 8: Configure Security.................................................................................................. 25
Phase 9: Configure Email Options .......................................................................................... 25
Chapter 3: Server Installation (Linux)
27
Phase 1: Review System Requirements .................................................................................. 27
Phase 2: Install the Server ................................................................................................... 28
Remote Components Installation...................................................................................... 28
New Installation ............................................................................................................ 29
Installation Upgrade....................................................................................................... 30
Install Log .................................................................................................................... 30
Removing Unicenter Service Desk .................................................................................... 30
Phase 3: Before You Run Configuration .................................................................................. 31
Using eIAM for Authentication ......................................................................................... 31
eIAM Installation Considerations ...................................................................................... 32
Contents v
Phase 4: Configure Service Desk ........................................................................................... 33
Phase 5: Integration and Configuration of the Web Interface ..................................................... 35
Phase 6: Start the Client Interfaces (Linux) ............................................................................ 35
Phase 7: Configure Security.................................................................................................. 35
Phase 8: Configure Email Options .......................................................................................... 36
Phase 9: Manual Steps for Linux Install .................................................................................. 36
Check the shmmax Settings ............................................................................................ 36
Put NX_ROOT/bin in PATH Environment Variable ................................................................ 36
Start and Stop Ingres..................................................................................................... 37
Chapter 4: Secondary Server Setup
39
Web Interface..................................................................................................................... 39
Unicenter NSM Integration Converter ..................................................................................... 39
User Authentication ............................................................................................................. 40
Phase 1: Set Up the Secondary Server.............................................................................. 40
Phase 2: Test Login from a Client..................................................................................... 41
Phase 3: Establish Remote Authentication ......................................................................... 41
Phase 4: Test Remote Authentication ............................................................................... 42
Set Up an Object Manager.................................................................................................... 43
Chapter 5: Web Interface Installation
45
Windows Web Server Installation .......................................................................................... 45
Phase 1: Verify Prerequisites ........................................................................................... 45
Phase 2: Install the Web Interface ................................................................................... 46
Phase 3: Configure the Web Server .................................................................................. 46
Phase 4: Enable Web Engine on Secondary Server ............................................................. 47
Phase 5: Configure the Web Interface............................................................................... 48
Phase 5: Start Services .................................................................................................. 48
Phase 7: Access the Web Interface................................................................................... 48
Phase 8: Integrate with Portal ......................................................................................... 49
UNIX Web Server Installation................................................................................................ 49
Phase 1: Verify Prerequisites ........................................................................................... 49
Phase 2: Install the Web Interface (UNIX Web Server) ........................................................ 49
Phase 3: Configure the Web Server .................................................................................. 50
Phase 4: Enable Web Engine on Secondary Server ............................................................. 51
Phase 6: Configure the Web Interface............................................................................... 52
Phase 6: Start Daemons ................................................................................................. 52
Phase 8: Access the Web Interface................................................................................... 52
Phase 8: Integrate with Portal ......................................................................................... 52
vi Implementation Guide
Chapter 6: CA Workflow Integration
53
Workflow Components ......................................................................................................... 53
Workflow Design Environment............................................................................................... 54
Workflow Server ................................................................................................................. 54
How to Launch Workflow Components.................................................................................... 55
IDE Login Parameters..................................................................................................... 56
CA Workflow Access ............................................................................................................ 56
eIAM and CA Workflow ................................................................................................... 57
Resource Classes........................................................................................................... 57
Add Users to CA Workflow Groups.................................................................................... 58
Chapter 7: Unicenter NSM Integration
59
Phase 1: Before You Integrate .............................................................................................. 59
Phase 2: Integrate Unicenter Service Desk and Unicenter NSM .................................................. 60
Phase 3: Post Integration Process.......................................................................................... 62
Step 1: Create owned Assets........................................................................................... 62
Step 2: Monitor Event Console Messages .......................................................................... 64
Step 3: Filter Unwanted Events........................................................................................ 65
Step 4: Troubleshoot Error Messages................................................................................ 88
Service Desk Event Converter ............................................................................................... 95
Remove Event Converter from the Daemon manager .......................................................... 96
Remove Event Converter from Widows Service .................................................................. 96
Leverage NSM to Unicenter Service Desk Integration................................................................ 97
Example: NSM Message Records/Actions with Limited Content ............................................. 97
Sample cawto Commands that Generate/Update Requests .................................................101
Sample Files to Use with the Integration ..........................................................................102
Chapter 8: Change Impact Analyzer Implementation
107
Service Desk Change Impact Analyzer ..................................................................................107
How the Change Impact Analyzer Works ...............................................................................108
Install the Change Impact Analyzer Integration ......................................................................109
Configure the Daemon ..................................................................................................110
Change Impact Analyzer Integration Considerations ................................................................112
Test the Change Impact Analyzer Integration ...................................................................113
Change Impact Analyzer Integration Setup ............................................................................114
Change Impact Analyzer Classes.....................................................................................114
Define WorldView Repositories........................................................................................116
Map Change Impact Analyzer Classes to Asset Classes .......................................................118
Create Change Impact Analyzer Relationships ........................................................................119
Getting Started Examples ..............................................................................................120
Contents vii
Import Change Impact Analyzer Relationship to Service Desk .............................................121
Planning......................................................................................................................122
Create Assets...............................................................................................................123
Export Assets to WorldView............................................................................................124
Organize Relationships ..................................................................................................128
Examine Change Impact Analyzer Relationship in Service Desk ...........................................129
Automate Change Impact Analyzer Status Updates with Action Macros ......................................131
Use the Macros in Service Types .....................................................................................132
Use the Macros with Workflow Tasks ...............................................................................141
Logical Repositories in Unicenter NSM r11..............................................................................157
Configure Unicenter NSM 3.x..........................................................................................157
Configure Unicenter NSM r11 .........................................................................................158
Serialize Changes to Assets .................................................................................................160
Implementation Notes ........................................................................................................161
Status Changes ............................................................................................................161
Creating Assets from WorldView Managed Objects.............................................................163
Synchronizing WorldView Status to Service Desk Change Impact Analyzer Status ..................166
Maintaining Change Impact Analyzer Relationships ............................................................168
Recursion Depth ...........................................................................................................169
NSM Timeout Value.......................................................................................................170
Maintaining Change Impact Analyzer Relationships in Service Desk......................................171
Chapter 9: Client Installation (Windows)
173
Phase 1: Review System Requirements .................................................................................173
Phase 2: Install the Client ...................................................................................................173
Install on a Local Drive ..................................................................................................174
Install from a Network Drive ..........................................................................................175
Install Silently ..............................................................................................................177
Phase 3: Configure the Client...............................................................................................178
Phase 4: Configure Reports and Screen Painter ......................................................................179
Section 1: Configure Screen Painter or Seagate Crystal Reports with Ingres ..........................179
Section 2: Configure Microsoft Access Reports with Ingres..................................................185
Phase 5: Start the Client Interface........................................................................................191
Chapter 10: Client Installation (Linux)
193
Phase 1: Review System Requirements .................................................................................193
Phase 2: Install the Client ...................................................................................................193
Phase 3: Configure the Client...............................................................................................194
Phase 4: Start the Java Client Interfaces ...............................................................................194
viii Implementation Guide
Appendix A: Service Desk and Knowledge Tools Migration
195
Before Migration ................................................................................................................195
Clean-Up the Database..................................................................................................196
Run Service Desk Migration .................................................................................................198
Migration Interview.......................................................................................................199
Migration Process .........................................................................................................202
Knowledge Tools Migration ..................................................................................................204
Using Ingres as Knowledge Tools Database ......................................................................205
Knowledge Tools Migration from a Remote Machine ...........................................................206
Stand Alone Knowledge Tools Migration ...........................................................................207
Knowledge Tools Migration Concerns ...............................................................................208
Change Impact Analyzer Migration .......................................................................................209
Post Migration Steps...........................................................................................................210
Unicenter Service Desk Migration Concerns............................................................................213
Migrating from a Case Sensitive Database ........................................................................214
Copy Customized htmpl file from Service Desk 6.0..................................................................217
Incompatible htmpl Files................................................................................................220
Update Code ................................................................................................................221
Install/Remove Migration Views............................................................................................221
Messages During Migration ..................................................................................................222
Errors in Data Extraction Phase ......................................................................................222
Errors in Data Reset Phase.............................................................................................222
Errors in Data Loading...................................................................................................223
Appendix B: Portal Installation
227
Verify Service Desk Web Interface Accessibility ......................................................................227
Install and Start the Portal ..................................................................................................227
Start Portal on Windows ................................................................................................228
Start Portal on UNIX .....................................................................................................228
Include Portlets .................................................................................................................229
Configure Service Desk and Portal to use SSL ........................................................................230
Setup SSL using a self-signed certificate ..........................................................................231
Appendix C: Using Unicenter Software Delivery to Install and Configure Windows
Clients
233
Using the Service Desk Java Client Package ...........................................................................233
Phase 1: Review System Requirements (Windows Client) ...................................................233
Phase 2: Register the Service Desk Java Client Package .....................................................234
Phase 3: (Optionally) Remove Unnecessary Source Components .........................................237
Phase 4: Install the Java Client.......................................................................................238
Contents ix
Phase 5: Configure Reports and Screen Painter .................................................................240
Phase 6: Start the Client Interface ..................................................................................240
Appendix D: Mainframe Product Integration
241
Load Service Desk Side Data ...............................................................................................241
CA Products Currently Using CAISDI .....................................................................................241
CA Products Planning to Use CAISDI .....................................................................................242
Appendix E: Samples Directory
245
Contents of the Samples Directory........................................................................................245
asset ..........................................................................................................................245
call_mgt......................................................................................................................246
data ...........................................................................................................................247
FAXserve (Windows only) ..............................................................................................247
i18n ...........................................................................................................................248
macro_lock..................................................................................................................249
ntf_meth .....................................................................................................................250
pdmconf......................................................................................................................251
sdk.............................................................................................................................251
sql..............................................................................................................................251
views..........................................................................................................................252
Appendix F: Import Knowledge Tools Sample Data
253
Customize Filed Data ..........................................................................................................254
About the Sample Data .......................................................................................................255
Appendix G: Silent Installation License Agreement
257
Index
287
x Implementation Guide
Chapter 1: Introduction
Welcome to Unicenter Service Desk, an advanced service support tool that
helps organizations like yours address the challenges of managing today’s
complex service and support requirements. It provides a comprehensive and
scalable service management solution that can function as a stand-alone
product for your small business or departmental service desk, or integrated
into a much larger enterprise business solution. Its technology is designed to
reap maximum benefits for your investment and ensure that your service and
support solution can grow as your requirements do.
Unicenter Service Desk is designed to support both employees dependent on
the IT infrastructure and customers seeking support regarding purchased
products and/or services. It features numerous out-of-the-box integrations
with other CA infrastructure management products and is easily configured to
support the ITIL model, leverage CA's collection of years of service support
Best Practices, or implement your own processes.
This guide provides instructions for installing and configuring the base
components of Unicenter Service Desk which support the Unicenter Service
Desk application as well as the Unicenter Service Desk Knowledge Tools addon. It contains detailed directions for migrating your existing Unicenter
ServicePlus Service Desk 6.0 or Unicenter ServicePlus Knowledge Tools 6.0
system and data. Additionally, it outlines necessary considerations and steps
for integrating the Unicenter Service Desk system with companion CA
products.
This guide is intended primarily for system implementers, integrators, and
administrators. Some sections of this guide will be helpful to system users as
well.
Introduction 11
What You Need to Know
What You Need to Know
To use the information in this guide, you need a working knowledge of either a
Windows operating system and an UNIX operating system or both depending
upon your current production environment. In addition, you should be able to
perform basic administrative tasks on the operating system you are installing
the product on.
The guide covers installation and configuration of Unicenter Service Desk
primary server, secondary server and a client on all the supported platforms,
and the integration of Unicenter Service Desk with other CA products.
Note: Before putting Unicenter Service Desk into production, perform a
Typical installation on a test machine to get a feel for how the product installs
and configures. You should then use the product to become familiar with the
features to plan for your production implementation. Even users who are
familiar with past releases may find it beneficial to explore the new features,
before deciding to upgrade to version r11. Whether you are a new user or an
existing customer planning on upgrading to r11 we recommend that you
review the Implementation Guide entirely before proceeding with your
production installation and implementation.
12 Implementation Guide
Unicenter Service Desk Features
Unicenter Service Desk Features
Unicenter Service Desk has the following features, which could be selected
during installation:
Server
Installs a primary server. This feature includes all files needed to run the
server as well as files to run a client on the same machine as the server.
Selecting this option automatically selects any other required options and
disables those options from being individually cleared.
Secondary Server
Installs a secondary server. This feature includes all files needed to run a
secondary server. If the box you are installing on is intended to be a
secondary server only you should de-select the Server Feature.
Ingres Interface
Select this feature to install all files required to use an Ingres Database.
Web Interface
Installs a Web Interface. Select this feature to install all files needed to run
a Web Interface.
Unicenter NSM Integration
Select this feature to install all files required to integrate Unicenter Service
Desk with an existing Unicenter Network and Systems Management
(Unicenter NSM) installation.
Web Screen Painter
Installs Web Screen Painter. Select this feature if you wish to customize
forms used by the Web Interface or to modify the Unicenter Service Desk
schema.
Reporting
Select this feature to install Microsoft Access or Seagate Crystal reports
which will provide the capability to report on your Service Desk data. If
you install one of these reporting features, you must install the
corresponding runtime option unless you already have a full version of
Microsoft Access or Seagate Crystal Reports installed. Otherwise, you will
be unable to view the reports.
Introduction 13
Chapter 2: Server Installation (Windows)
This chapter explains how to install and configure a Unicenter Service Desk
server in a Windows operating system environment.
The new server can be set up using the Typical or Custom Installation. The
typical installation installs and configures the default features needed to run
the server automatically. The custom installation lets you select the features
(see page 13) you wish to install.
Important! If you wish to configure Unicenter Service Desk to use an ITIL
methodology, you must do a Custom Installation and select the Use ITIL
Methodology checkbox located on the Config Database dialog. For more
information on Unicenter Service Desk 's ITIL methodology, see the ITIL User
Guide.
Phase 1: Review System Requirements
Before you begin the installation process, review the Readme included on your
Unicenter Service Desk installation media for Installation Considerations and to
determine whether your environment meets the documented software and
hardware requirements.
Phase 2: Install Server
In this phase, you install a Unicenter Service Desk r11 server on a Windows
machine. Every Unicenter Service Desk installation requires one primary
server installation, that clients and other secondary servers can access.
Server Installation (Windows) 15
Remote Components Installation
The Install Unicenter Service Desk Remote Components link, on the
installation media browser, assists you with the installation of the components
necessary to run the MDB remotely from your Unicenter Service Desk server.
If Ingres and eIAM are already installed by another application, the remote
component installer validates if Ingres and the MDB are at the proper release
level and upgrade both if necessary. Additionally it creates a Unicenter Service
Desk privileged user on the Database Server Machine. If no installation is
detected on the remote server, the wizard installs Ingres, eIAM and creates a
Unicenter Service Desk privileged user.
Note: The remote component installation should be executed even if Ingres
and the MDB were installed using another CA product. This guarantees all the
components required for a successful installation are setup and defined
correctly.
To install Unicenter Service Desk Remote Components, follow these steps:
1.
Log on as administrator to the machine where you will install Unicenter
Service Desk, and insert the installation media in the CD/DVD-ROM drive.
The installation process should begin automatically. If it does not,
double-click the CD/DVD-ROM drive letter in My Computer, then doubleclick setup.exe.
2.
Click on the Install Products link and then click on the Install Service Desk
Remote Components link.
The Unicenter Service Desk Remote Components welcome wizard appears.
3.
Click Next.
The Ingres options window appears.
4.
Accept the Defaults or change them as appropriate and Click Next.
Note: The II_INSTALLATION identifier on the remote database server
must match the II_INSTALLATION identifier on the Unicenter Service Desk
server. We recommend using the default identifier of EI.
The eIAM options window appears.
5.
Enter the Administrator Password and select the installation folder for
eIAM and Click Next.
Note: If eIAM is already installed on the remote system, the password
entered should match the previously defined password. The installation
default password is eiamadmin1.
The Privileged User options window appears.
6.
Enter the Privileged User Name and Password and Click Next.
When configuring Unicenter Service Desk you must use the same
Privileged User Name as specified when running the Remote Components
installer.
The Summary window appears.
7.
Click Finish.
New Installation
To install Unicenter Service Desk for the first time, follow these steps:
1.
Log on as administrator to the machine where you will install Unicenter
Service Desk, and insert the installation media in the CD/DVD-ROM drive.
double-click the CD/DVD-ROM drive letter in My Computer, then doubleclick setup.exe.
2.
Click on the Install Products link and then click on the Install Unicenter
Service Desk r11 link.
The Unicenter Service Desk Setup welcome screen appears.
3.
Click Next.
The License Agreement appears
4.
Read and accept the license agreement. After you click on the I Agree
button, the installation wizard prompts you to specify the Unicenter
Service Desk Installation Directory, the shared components directory and
whether you wish to perform a typical or a custom installation. To accept
the defaults, click Next. Otherwise, enter the information as requested,
and then click Next.
Note: We recommend that you perform a Typical installation initially to
get a feel for the product and make sure that Unicenter Service Desk
works in the environment that you currently have. You can modify your
installation later by selecting the Custom Installation.
5.
If you select Typical the default features are installed: Server, Secondary
Server, Client, Ingres Interface, Web Interface and Web Screen Painter.
You need to supply the required information when prompted by the
installation wizard:
a.
Select the Database Size.
b.
Enter the username and the password for Privileged User and the
Restricted Help Desk User.
c.
Review the current settings and click Next to initiate the installation
process. Go back if you need to change a previously defined setting. At
this point the installation wizard installs all the required files and
configures Unicenter Service Desk.
The installation process adds a Unicenter Service Desk menu to the
Windows Start, Programs menu. It contains shortcuts to access product
documentation and to invoke the components that you selected to install.
6.
Once you make sure that Unicenter Service Desk works on the machine,
you can modify your installation (see page 18) to add or remove Unicenter
Service Desk features (see page 13).
Installation Upgrade
If you are upgrading from Unicenter Service Desk 6.0, follow the procedure for
New Installations. The installation process automatically detects which
components are already installed.
Note: The customizations made to your current installation are automatically
backed up during an upgrade installation.
Once the upgrade installations is finished the wizard prompts you to run the
migration tool (see page 195).
Modify Current Installation
If you run the Unicenter Service Desk setup program when the current version
of the product is already installed on your machine, the installation process
detects the existence of the current version and lets you modify or remove
components as necessary.
Remove
If this option is selected the installer prompts you for required information
and verification and removes all the Unicenter Service Desk components
from the machine.
Modify
The Modify option lets you install new features (see page 13) and
selectively remove existing features. For example, you could use Modify to
add Access Reports and remove Crystal Reports.
When you select Modify and click Next, the Select Features page of the wizard
opens. Select the features that you want to add and clear components that
you want to remove.
Important! During modification, all currently installed components are
selected when the Select Features page first appears. Do not clear the check
box for any selected component unless you want to remove that component.
When the modification runs, only the components selected on this page are
installed.
When the appropriate features are selected click Next and follow the
instruction on the wizard to complete the installation process. Allow the wizard
to run configuration after installation.
Install Log
The features that you selected to install are noted in a Unicenter Service Desk
installation log file. The location of this file is NX_ROOT\log\install.log.
Removing Unicenter Service Desk
Removing a current installation may not result in removal of all software
package(s) or file(s), especially when the software package(s) or individual
files are determined to be used in other products.
Phase 3: Before You Run Configuration
Before you run Unicenter Service Desk Configuration, be sure to decide if you
want to use eIAM for Unicenter Service Desk Authentication purposes.
Using eIAM for Authentication
Unicenter Service Desk may optionally use Embedded eTrust Identity and
Access Management (eIAM) for validating a user’s login. This replaces the
default validation performed by the host operating system. You may want to
decide between these two validation processes before running the Unicenter
Service Desk Configuration.
The option to use eIAM for authentication is setup only with Unicenter Service
Desk Configuration utility. You may turn the eIAM authentication option on and
off as needed while running the configuration utility. On the EIAM
configuration page, select the checkbox to use eIAM for authentication.
Note: The boplgin daemon must be run on the primary server.
EIAM may be configured to use as its user base either an external LDAP
directory (such as Active Directory or eTrust Directory) or its own internal
database. Whichever source is used, you must make sure that the Privileged
User is known to eIAM. If eIAM is configured to use its internal database for
user records during Unicenter Service Desk configuration, the Privileged User
is added automatically. If eIAM uses an LDAP server, you must make sure the
Privileged User exists before completing Unicenter Service Desk configuration.
When the eIAM authentication feature is activated, login requests are checked
with the eIAM server. As normal, a login request is granted only if:

The user ID specified matches a Contact record in Unicenter Service Desk

The user ID matches a user profile in eIAM

The user ID/password combination is successfully validated by eIAM
eIAM Installation Considerations
eIAM is required for a successful Service Desk configuration. The eIAM server
may reside on the Service Desk server or the Database Server if different than
the Service Desk server. Because eIAM is meant to be a single repository of
your organization’s users and access policies, we strongly recommend a single
install of eIAM for your organization.
eIAM will be installed for you automatically if it is not detected when you run
the Service Desk remote component installer or the standard Service Desk
Install.
The eIAM web interface is accessed through the following URL:
https://servername:5250/spin/eiam/eiam.csp
Where servername is the name of the machine where eIAM is installed. The
eIAM web UI may also be launched from the Start menu on the server that is
hosting eIAM.
Phase 4: Configure Service Desk
Configuring Unicenter Service Desk consists of verifying and completing fields
on the Configuration window to define the information necessary to perform
the configuration, such as database and user information. Use the online help
when required.
If you chose the Typical install option, this process is performed automatically.
The Custom installation prompts you to specify whether to run configuration.

If you answer Yes to the configure prompt, the Configuration window
opens automatically.

If you answered No to the configure prompt and want to configure at a
later time select Configuration from the Unicenter Service Desk menu
(accessible from the Windows Start, Programs menu) to open the
Configuration window.
To configure Service Desk, follow these steps:
1.
Select the Configuration Type, as follows:

2.
For a primary server installation, select Primary Server.
For a secondary server installation, select Secondary Server (see
page 39).
Change the default values in the other fields on the Configuration as
necessary, and click Next.
The System Accounts option appears.
3.
Enter the Privileged User Name and the Restricted User name details and
click Next.
Note: If you change the operating system password for the privileged
user, you need to run the configuration again. This ensures that all of the
Unicenter Service Desk processes are updated of the change. Enter the
new password on this page and continue with the configuration. Do not reinitialize the database.
The Database Configuration option appears.
4.
Check the Load Default Data option and the appropriate Ingres option,
change the other default values as necessary, and click Next.
Note: Load Default Data must be checked for the initial configuration.
The Web Interface option appears.
5.
Enter appropriate details in the Web Interface options and click Next.
Note: The Config Type drop down list allows you to select the web server
type. The choices are:

Tomcat Server only

Tomcat and IIS HTTP Server (default)

Tomcat Server (default) and IIS HTTP Server
The eIAM option appears.
6.
Set the eTrust Identity and Access Management password. Change the
other default values as necessary, and click Next. Check the Use eIAM for
authentication check box if you wish use eIAM as your authentication
method.
Note: eIAM always uses EiamAdmin as the eIAM Administrator Name and
eiamadmin1 as the default password.
The CA workflow option appears.
7.
Enter the Workflow User Name and Password. Click Next.
The AMS option appears.
8.
Enter the AMS User Name and Password. Click Next.
The Config. option appears.
9.
Check or uncheck the Start Service When Completed option as appropriate
and click Finish.
The initial configuration settings have been applied.
If the Install Ingres Server option was checked in step 4, the Unicenter Service
Desk Configuration installs Ingres and performs a number of other Database
related tasks that will take a while to complete. During the configuration
process the wizard may pop up alerts when a particular task is unsuccessful. If
an alert appears that indicates that a task has failed, look in the files in the
$NX_ROOT/log directory to try to determine the cause of the failure. After the
error condition has been resolved run the configuration again.
If there are no alerts displayed and you have selected the Start Service Desk
Services when Completed checkbox during configuration, the Unicenter
Service Desk services are started on your system. Otherwise, select Services
from the Control Panel, and start the Unicenter Service Desk Daemon Server
service.
Note: The configuration process does not set Unicenter Service Desk to start
automatically after an Operating System restart. If you wish to have Service
Desk to start automatically please set the Startup Type on the Service Desk
Service to automatic.
Phase 5: Configuring and Reporting Screen Painter
Phase 5: Configuring and Reporting Screen Painter
If you installed the Reporting or Screen Painter options, a default
ODBC data source is configured when you restart the server.
Phase 6: Integration and Configuration of the Web Interface
In most instances the OOB settings for the Service Desk Web Server, whether
you choose to use Tomcat, IIS or both, will suffice. Please review the
information configuring the web interface (see page 45) to determine if
changes are required to meet your specific needs.
Note: IIS is not required if you choose to use TOMCAT as the default Web
Server.
Phase 7: Start the Client Interfaces
Unicenter Service Desk r11 has two client interfaces. Before you can use either
interface, you must ensure that the Unicenter Service Desk Daemon Server
service and the database server are started.
If you have configured a secondary server (for example, if you have the web
interface installed on a web server that resides on a different machine than
your primary Unicenter Service Desk server), the Unicenter Service Desk
Remote Daemon Proctor service must be running before you will be able to
use the Unicenter Service Desk Web Interface. To start the proctor on the
secondary server, select Services from the Control Panel and start the
Unicenter Service Desk Proctor Service.
When all the necessary servers are started, select Service Desk Web Client
from the Unicenter Service Desk menu (accessible from the Start, Programs,
Computer Associates). The URL to invoke the Web Client from machines other
than the Primary Server or any of the Secondary Servers is
http://servername:8080/CAisd/pdmweb.exe where servername is the name of
the machine that is hosting the Service Desk Web Server. If you are using IIS
as your Web Server then the url is http://servername/CAisd/pdmweb.exe.
Phase 8: Configure Security
The predefined security settings for Unicenter Service Desk allow maximum
accessibility to the product features. More over the default security settings
are left wide open to allow maximum usability. As the requirements are
different for different users, you must determine the users' requirements and
set the appropriate permissions for security. For more information on how to
set up and change security, see the chapter “Policy Implementation” in the
Administrator Guide.
Phase 9: Configure Email Options
The email interface provided with Unicenter Service Desk sends email
notifications and lets users create/update tickets via email. Review the Email
options from the Options Manager, Administration Tab in Unicenter Service
Desk Web Client. These include options to configure the incoming and
outgoing mail protocols and to determine how to handle incoming email. None
of them are installed by default. Determine the options that apply to your
implementation, install and set values for them accordingly. For a detailed
description of what each option controls and how to set values for options, see
the online help.
Note: The email protocols that are supported are SMTP for outbound email
and POP3 and IMAP4 inbound email.
Chapter 3: Server Installation (Linux)
This chapter explains how to install and configure a Unicenter Service Desk
server in a Linux operating system environment.
The new server can be set up using the Typical or Custom Installation. The
typical installation installs and configures the default features needed to run
the server automatically. The custom installation lets you select the features
(see page 13) you wish to install.
Important! If you wish to configure Service Desk to use an ITIL methodology
you must do a Custom Installation and select the Use ITIL Methodology
checkbox located on the Config Database dialog. For more information on the
Service Desks ITIL methodology, see the ITIL User Guide.
In addition to the documented software and hardware requirements noted in
the readme for Linux, the /etc/hosts file must contain an entry with the IP
address, machine name, and the fully qualified machine name. An example
entry resembles the following:

127.0.0.1 localhost.localdomain localhost

141.202.211.11 usbegp11 usbegp11.ca.com
Unicenter Service Desk supports the en_US.iso88591 locale character set. The
Linux installation default locale character set is en_US.UTF8 which causes
Unicenter Service Desk to render foreign characters in-correctly. Before
installing Unicenter Service Desk on Linux, check if the locale is set to
en_US.iso88591. If en_US.iso88591 is not the default locale character set it
before installing Unicenter Service Desk.
Server Installation (Linux) 27
Phase 2: Install the Server
In this phase, you install a Unicenter Service Desk r11 server on a Linux
machine. Every Unicenter Service Desk installation requires one primary
server installation that clients and other secondary servers can access.
Remote Components Installation
The Unicenter Service Desk Remote Components link assists you with the
installation of the components necessary to run the MDB remotely from your
Unicenter Service Desk server. If Ingres and eIAM are already installed by
another application the remote component installer will validate if Ingres and
the MDB are at the proper release level and upgrade both if necessary.
Additionally it will create a Service Desk privileged user on the Database
Server Machine. If no installation is detected on the remote server, the wizard
installs Ingres, eIAM and creates a Service Desk privileged user.
Note: The remote component installation should be executed even if Ingres
and the MDB were installed via another CA product. This guarantees all the
components required for a successful installation are setup and defined
correctly.
To install the Remote Components, follow these steps:
1.
Create a user known as the Service Desk privileged user. The installation
default USERID for the Service Desk Privileged user is srvcdesk.
Note: This user is used to access the MDB during the configuration
process.
2.
Log on as the root user through an xTerm session and invoke the
./remote.sh script located on the root of the installation media. The
Unicenter Service Desk Remote Components welcome screen appears.
3.
Click Next.
The Ingres options window appears.
4.
Accept the defaults or change them as appropriate and Click Next. The
installation defaults the Ingres Instance ID as EI.
Note: The II_INSTALLATION identifier on the remote database server
must match the II_INSTALLATION identifier on the Service Desk client.
Also, you will need to specify the remote location for Ingres in the
Database Configuration options when you run configuration.
The eIAM options window appears.
5.
Enter the Administrator Password and select the installation folder for
eIAM and Click Next.
eIAM requires the following libraries to install properly:

libssl and libcrypto (part of OpenSSL)

liblber.so.2

libldap_r.so.2
The installation wizard checks for these files and notifies you if they are
not detected.
Note: If eIAM is already installed on the remote system the password
entered should match the previously defined password. The installation
default password is eiamadmin1.
The Privileged User options window appears.
6.
Enter the Privileged User Name and Click Next.
The Summary window appears.
7.
Click Finish.
New Installation
To install Unicenter Service Desk for the first time, follow these steps:
1.
Create a user known as the Service Desk privileged user. The installation
default USERID for the Service Desk Privileged user is srvcdesk.
Note: After the installation is completed the Service Desk privileged user
the Unicenter Service Desk files. This user is also used to access the MDB
during the configuration process.
2.
3.
Log on as the root user through an xTerm session and invoke the
./install.sh script located on the root of the installation media.
The Unicenter Service Desk welcome screen appears.
Click Next.
4.
Read and accept the license agreement. After you click on the I Agree
button, the installation wizard prompts you to specify the Installation
Directory and whether you wish to perform a typical or a custom
installation. To accept the defaults, click Next. Otherwise, enter the
information as requested, and then click Next.
Note: We recommend that you perform a Typical installation initially to
get a feel for the product and make sure that Unicenter Service Desk
works in the environment that you currently have. You can modify your
installation later by selecting the Custom Installation.
5.
If you select Typical the default features are installed: Server, Secondary
Server, Client, Ingres Interface, Web Interface and Web Screen Painter.
You need to supply the required information when prompted by the
installation wizard:
a.
Enter the username and the password for Privileged User.
b.
Enter the Socket Port for Service Desk.
c.
Check OK to put links in /usr/bin if you wish to do so.
d.
Enter the location for the CA Shared Components directory.
e.
Select the target MDB Database size.
Review the current settings and hit Install to initiate the installation
process. Hit back if you need to change a previously defined setting.
this point the installation wizard will install all the required files and
configures Unicenter Service Desk.
At
Installation Upgrade
If you are upgrading from Unicenter Service Desk 6.0, follow the procedure for
New Installations. When prompted for the location of the Unicenter Service
Desk files specify the location of the Unicenter Service Desk 6.0 directory. The
6.0 installation default location is /opt/CA/UnicenterServicePlusServiceDesk. If
the directory you specify exists the installation script will automatically
perform an upgrade for you. The installation process automatically detects
which components are already installed as part of this process.
Note: The customizations made to your current installation are automatically
backed up during an upgrade installation.
Once the upgrade installation is finished the wizard prompts you to run the
migration tool (see page 195).
Install Log
The features that you selected to install are noted in a Unicenter Service Desk
installation log file. The location of this file is /opt/CA/Installer/log/caunicenter-servicedesk.log.
Removing Unicenter Service Desk
Removing a current installation may not result in removal of all software
package(s) or file(s), especially when the software package(s) or individual
files are determined to be used in other products.
Before you run Unicenter Service Desk Configuration, be sure to decide if you
want to use eIAM for Unicenter Service Desk Authentication purposes.
Using eIAM for Authentication
Unicenter Service Desk may optionally use Embedded eTrust Identity and
Access Management (eIAM) for validating a user’s login. This replaces the
default validation performed by the host operating system. You may want to
decide between these two validation processes before running the Unicenter
Service Desk Configuration.
The option to use eIAM for authentication is setup only with Unicenter Service
Desk Configuration utility. You may turn the eIAM authentication option on and
off as needed while running the configuration utility. On the EIAM
configuration page, select the checkbox to use eIAM for authentication.
Note: The boplgin daemon must be run on the primary server.
EIAM may be configured to use as its user base either an external LDAP
directory (such as Active Directory or eTrust Directory) or its own internal
database. Whichever source is used, you must make sure that the Privileged
User is known to eIAM. If eIAM is configured to use its internal database for
user records during Unicenter Service Desk configuration, the Privileged User
is added automatically. If eIAM uses an LDAP server, you must make sure the
Privileged User exists before completing Unicenter Service Desk configuration.
When the eIAM authentication feature is activated, login requests are checked
with the eIAM server. As normal, a login request is granted only if:

The user ID specified matches a Contact record in Unicenter Service Desk

The user ID matches a user profile in eIAM

The user ID/password combination is successfully validated by eIAM
eIAM Installation Considerations
eIAM is required for a successful Service Desk configuration. The eIAM server
may reside on the Service Desk server or the Database Server if different than
the Service Desk server. Because eIAM is meant to be a single repository of
your organization’s users and access policies, we strongly recommend a single
install of eIAM for your organization.
eIAM will be installed for you automatically if it is not detected when you run
the Service Desk remote component installer or the standard Service Desk
Install.
The eIAM web interface is accessed through the following URL:
https://servername:5250/spin/eiam/eiam.csp
Where servername is the name of the machine where eIAM is installed. The
eIAM web UI may also be launched from the Start menu on the server that is
hosting eIAM.
Configuring the Unicenter Service Desk server consists of verifying and
completing fields on the Configuration dialog to define the information
necessary to perform the configuration, such as database and user
information. Use the online help when required.
If you chose the Typical install option, this process is performed automatically.
The Custom installation prompts you to run configuration:

If you answered yes to the configure prompt, the configuration window
opens automatically.

If you answered No and want to configure at a later time, execute
pdm_comnfigure from your command window.
To configure Service Desk, follow these steps:
1.
Select the Configuration Type, as follows:

2.
For a primary server installation, select Primary Server.
For a secondary server installation, select Secondary Server (see
page 39).
Change the default values in the other fields on the Configuration as
necessary, and click Next.
The System Accounts option appears.
3.
Enter the Privileged User Name and the Password and click Next.
The Database Configuration option appears.
4.
Check the Load Default Data option and Install Ingres Server options,
change the other default values as necessary, and click Next.
For more information on the data fields, click Help.
Note: Load Default Data must be checked for the initial configuration.
The Web Interface option appears.
5.
Enter appropriate details in the Web Interface options, using the online
help as necessary, and click Next.
Note: The Config Type drop down list allows you to select the web server
type. The choices are:
Tomcat Server Only

Tomcat Server and Apache Server (Default)

Tomcat Server (Default) and Apache Server
The eIAM option appears.
6.
Set the eTrust Identity and Access Management password and change the
other default values as necessary to install eIAM, and click Next.
Check the use eIAM for Authentication check box if you wish to use eIAM
as your authentication method.
eIAM requires the following libraries to install properly:

libssl and libcrypto (part of OpenSSL)

liblber.so.2

libldap_r.so.2
The installation wizard checks for these files and prompts if they are not
detected or unusable.
Note: eIAM always uses EiamAdmin as the eIAM Administrator Name and
eiamadmin1 as the default password.
The CA Workflow option appears.
7.
Enter the Workflow User Name and Password. Click Next.
The AMS option appears.
8.
Enter the AMS User Name and Password. Click Next.
The Config option appears.
9.
Check or uncheck the Start Daemons. When Completed, put Service Desk
links in /usr/bin and Start Event Converter Daemons options as
appropriate and click Finish.
If the Install Ingres Server option was checked in step 4, the Unicenter Service
Desk Configuration installs Ingres and performs a number of other Database
related tasks that will take a while to complete. During the configuration
process the wizard may pop up alerts when a particular configuration task is
unsuccessful. If an alert appears that indicates that a task has failed look in
the files in the $NX_ROOT/log directory to try to determine the cause of the
failure. Once the error condition has been resolved, run the configuration
again using the following command:
NX_ROOT/local/pdm_configure script
If there are no alerts displayed and you have selected Start the Service Desk
Daemons when completed during configuration, the Unicenter Service Desk
daemons are started on your system.
Note: In order to start the Service Desk daemons, log on as the privileged
user, set $NX_ROOT and the Ingres database environment variables, and run
pdm_init. Execute pdm_status to display the status of the daemons.
If you have configured secondary servers, you must have all the proctors
running before starting the daemons. As the privileged user with $NX_ROOT
set, execute pdm_proctor_init on each secondary server to start the proctors.
Note: Run pdm_halt to shut down the daemons on a primary server or to stop
the proctor on a secondary server.
In most instances the OOB settings for the Service Desk Web Server, whether
you choose to use Tomcat, Apache or both, will suffice. Please review the
information configuring the web interface (see page 45) to determine if
changes are required to meet your specific needs.
Note: Apache is not required if you choose to use TOMCAT as the default Web
Server.
Phase 6: Start the Client Interfaces (Linux)
Unicenter Service Desk has two client interfaces. Before you can use either of
these interfaces, you must ensure that the Unicenter Service Desk Daemons
are running and that the database server is started.
Remote Daemon Proctor service must be running before you will be able to
use the Service Desk Web Interface. To start the proctor on the secondary
server, execute pdm_proctor_init.
When all the necessary servers are started, start up a Web Client. The URL to
invoke the Web Client is http://servername:8080/CAisd/pdmweb.exe where
servername is the name of the machine that is hosting the Service Desk Web
Server. If you are using Apache as your Web Server then the URL is
http://servername/CAisd/pdmweb.exe.
The predefined security settings for Unicenter Service Desk allow maximum
accessibility to the product features, which is not suitable to most sites. For a
description of the out-of-the-box security settings and recommendations for
how to change them to suit your needs, see the chapter “Policy
Implementation” in the Administrator Guide.
The email interface provided with Unicenter Service Desk sends email
notifications and lets users create/update tickets via email. Review the Email
options from the Options Manager, Administration Tab in Unicenter Service
Desk Web Client. These include options to configure the incoming and
outgoing mail protocols and to determine how to handle incoming email. None
of them are installed by default. Determine the options that apply to your
implementation, install and set values for them accordingly. For a detailed
description of what each option controls and how to set values for options, see
the online help.
Note: The email protocols that are supported are SMTP for outbound email
and POP3 and IMAP4 inbound email.
Phase 9: Manual Steps for Linux Install
This section describes few items that you can do to make administrating
Service Desk easier.
Check the shmmax Settings
The recommended minimum shared memory is 200000000 bytes (190 MB).
shmmax is set by default during Unicenter Service Desk installation. However,
if another application is also using shared memory you may need to increase
shmmax as appropriate.
Put NX_ROOT/bin in PATH Environment Variable
Most of the Service Desk commands work without further actions. However
some require an environment variable, NX_ROOT to be defined before the
command will work. Follow the instructions below to define NX_ROOT in your
environment.
Export NX_ROOT=[full path to the Service Desk set during installation]
Export PATH=$NX_ROOT/bin:$PATH
Phase 9: Manual Steps for Linux Install
Start and Stop Ingres
To start and stop services of Ingres Service from the command line use the
ingstart and ingstop commands. These commands can be executed from
‘ingres’ user only. II_SYSTEM, LD_LIBRARY_PATH and PATH variables should
be set for Ingres user before running these commands. Follow the instructions
below to set the required Ingres environment variables:
Export II_SYSTEM=[full path to the Open Source Ingres database set during installation]
Export PATH=$II_SYSTEM/ingres/bin:$II_SYSTEM/ingres/utility:$PATH
Export LD_LIBRARY_PATH= $II_SYSTEM/ingres/lib
Chapter 4: Secondary Server Setup
You can install and configure a secondary Unicenter Service Desk server to
distribute product functionality across multiple servers. Setting up your system
in this way can have a number of advantages, including making your service
desk operation more efficient.
Unicenter Service Desk lets you set up secondary servers for the following
processes:

Web Interface

Unicenter® NSM Integration Converter

User authentication

Object manager
Web Interface
Depending on your web server environment, you may need to perform some
integration and configuration steps before you can use the web interface (see
page 45). If the machine on which you are installing is equipped as a web
server, the web interface is installed automatically as part of a primary server
installation.
Unicenter NSM Integration Converter
For information about setting up the Unicenter NSM Integration Converter to
run on a secondary server, see the chapter “Unicenter NSM Integration”.
Secondary Server Setup 39
User Authentication
User Authentication
When you install and configure a Unicenter Service Desk primary server,
authentication for users attempting to access information is based on the
operating system login IDs set up for the users on that server. This means
that if your primary Unicenter Service Desk server is on a UNIX machine, the
system administrator must set up and maintain UNIX user accounts for the
Unicenter Service Desk clients. Similarly, if your primary server is on a
Windows machine, the system administrator must set up and maintain
Windows user accounts for the Unicenter Service Desk clients. This is the
default behavior when you install and configure a Unicenter Service Desk
primary server; however, you can customize your system so that user
authentication occurs on a different machine, which may be running a different
operating system than your primary server.
For example, you can configure Unicenter Service Desk so that the primary
server runs on a UNIX machine and user authentication runs on a Windows
machine. This scenario is convenient because the system administrator can
use the Windows user administration features, which make setting and
maintaining user accounts less time consuming and cumbersome. The
information in this section shows how to set up remote authentication for this
scenario; however, you can easily apply the procedure to other scenarios (for
example, Windows primary server and UNIX user authentication).
Phase 1: Set Up the Secondary Server
If you have already installed and configured your Unicenter Service Desk
primary server on a UNIX machine and you want to set up remote
authentication using a Windows machine, you must first set up the Windows
machine as a Unicenter Service Desk secondary server, following these steps:
1.
Install and configure a Unicenter Service Desk secondary server on the
Windows machine where user authentication is to take place.
When setting up a secondary server for user authentication, you need to
install only the Secondary Server option (see page 17).
When installation and configuration are complete go to step 2.
2.
Select Settings, Control Panel, Administrative Tools, Services from the
Windows Start menu on the secondary server machine and start the
Unicenter Service Desk Remote Daemon Proctor service.
3.
Use the ping command to ensure that your secondary server machine can
reach the IP address or name of the UNIX machine running the Unicenter
Service Desk primary server.
User Authentication
Phase 2: Test Login from a Client
Before establishing remote authentication, follow these steps to ensure that
user validation is functioning properly on the primary server from a client (see
page 173):
1.
On a Unicenter Service Desk client, run the client configuration utility.
2.
In the Primary Server Node field, enter the name or IP address of the
Unicenter Service Desk primary server, and click OK.
3.
Start the Unicenter Service Desk Web Client, logging in as the privileged
user, and ensure that the scoreboard appears without error.
Phase 3: Establish Remote Authentication
After you complete the procedures in the previous phases, follow these steps
to move remote authentication to the secondary server machine:
1.
Run pdm_status on the Unicenter Service Desk primary server to ensure
that User Validation is running.
2.
Switch to the $NX_ROOT/samples/pdmconf directory on the primary
server, and enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl
3.
Answer the prompts according to your requirements, and when the main
menu displays, enter U to Select the Moving Login (U)ser Validation
option.
4.
Enter E to edit host, and, when prompted for a new host name, enter the
name of the Windows machine on which the Unicenter Service Desk
secondary server is installed (see page 40).
5.
When the menu reappears, ensure that the name displayed for the User
Validation Host is correct, and press Enter to return to the main menu.
6.
Enter X to save and exit.
This process creates a file named pdm_startup.rmt that stores your new
configuration values.
7.
Create a backup of the pdm_startup.tpl file that resides in
$NX_ROOT/pdmconf of the primary server installation, then replace it with
the newly created pdm_startup.rmt file.
8.
Run pdm_halt to shut down the Unicenter Service Desk primary server,
and ensure that it shuts down without error.
User Authentication
9.
Run the configuration utility (pdm_configure) on the primary server
without selecting the Load Default Data option. For information about how
to run the configuration utility, see the installation chapter for your
operating environment.
Your new configuration settings are in effect the next time you start the
Unicenter Service Desk primary server.
Important! Do not reinitialize your database when you reconfigure.
Monitor the standard log file, stdlog.0, to ensure that no errors occur
during the pdm_configure process.
10. Run pdm_init to start the Unicenter Service Desk primary server, and
ensure that it starts without error.
during the pdm_init process.
11. Run pdm_status on the Unicenter Service Desk primary server to ensure
that User Validation is running on the secondary server machine.
There may be a noticeable delay between running pdm_status and the
status changing to “Running.”
Phase 4: Test Remote Authentication
Follow these steps to test various login scenarios from a remote client to
ensure that remote authentication is functioning properly:
1.
On a Unicenter Service Desk client installation, run the client configuration
utility.
2.
In the Primary Server Node field, enter the name or IP address of the
3.
Click OK.
4.
Start the Unicenter Service Desk Web Client, logging in as the privileged
user, and ensure that the scoreboard displays without error.
5.
Shut down the Web Client and start it again, this time logging in as an
invalid user to ensure that an error message displays indicating an invalid
user name or password.
6.
Clear the User and Password fields, and attempt to login again without
entering any values for these fields.
Once again, an error message appears indicating an invalid user name or
password.
Set Up an Object Manager
To set up an object manager on a secondary server, log in as the privileged
user and follow these steps:
1.
Install and configure a Unicenter Service Desk secondary server on the
machine where the second object manager is to reside.
2.
On the Unicenter Service Desk primary server installation, switch to the
$NX_ROOT/samples/pdmconf directory, and enter the following command
to start the pdm_edit utility:
3.
Answer the prompts according to your requirements, and when you get to
the main menu, enter O to select the Edit (O)bject Servers option.
4.
Enter A to add, and when prompted for a host name, enter the name of
the machine on which the Unicenter Service Desk secondary server is
installed.
5.
Press Enter when prompted to select the default Group and Display values.
6.
When the Object Managers menu appears, it shows the object manager
you added.
Ensure that the information is correct, and note the value in the Comm.
Name column (for example, domsrvr:11).
7.
Press Enter to return to the main menu, and enter X to save and exit.
8.
Create a backup of the pdm_startup.tpl that resides in
$NX_ROOT/pdmconf of the primary server installation, then replace it with
the newly created pdm_startup.rmt file.
9.
Run pdm_halt to shut down the Unicenter Service Desk primary server,
and ensure that it shuts down without error.
10. Run the configuration utility (pdm_configure) on the primary server
without making any changes. For information about how to run the
configuration utility, see the respective installation chapter for your
operating environment.
Your new configuration settings are into effect the next time you start the
during the pdm_configure process.
11. Run pdm_init to start the Unicenter Service Desk primary server, and
ensure that it starts without error.
during the pdm_init process.
12. Run pdm_status to ensure that the secondary server Object Manager and
Method Engine are running.
When you run the pdm_status command, it may take a few moments
before the status changes to Running.
Note: When you add an object manager (whether on the primary server or a
secondary server), use a text editor such as WordPad (Windows) or vi (UNIX)
to edit $NX_ROOT/NX.env and increase the value of the NX_MAX_DBAGENT
variable by 4. For example, if the current value of NX_MAX_DBAGENT is 6 and
you add one object manager, you would set the NX_MAX_DBAGENT value to
10.
Chapter 5: Web Interface Installation
You can use the web interface provided with Unicenter Service Desk to access
the product from the Internet. The web interface is also commonly referred to
as the browser interface. This chapter explains how to install, set up, and
configure the web interface. For more information about the web interface, see
the online help and the chapter “Configuring the Web Interface” in the
Administrator Guide.
This chapter contains information for Windows and UNIX platforms. For each,
it describes the following web interface configurations:

Installing and configuring the web interface on a web server that resides
on your Unicenter Service Desk primary server machine

Installing and configuring the web interface on a web server that resides
on a machine other than your Unicenter Service Desk primary server
machine
Note: The term web server identifies the machine where the software that
services the Hypertext Transfer Protocol (HTTP) is installed.
Windows Web Server Installation
Use the procedures in this section if you are installing the web interface on a
Windows web server. Your Unicenter Service Desk primary server may reside
on the same machine as your web server, or on another machine.
Phase 1: Verify Prerequisites
installation media to determine if your environment meets the documented
software and hardware requirements, including supported browsers and web
servers.
Web Interface Installation 45
Phase 2: Install the Web Interface
When the web server and the Unicenter Service Desk primary server are on
the same machine, no additional action is necessary.
However, if you are using a Windows web server and the Unicenter Service
Desk primary server is installed on a different machine, you will install and
configure two Unicenter Service Desk servers, a primary server and a
secondary server.
The secondary server is the Windows machine where your web server resides
and where you will install and configure the Unicenter Service Desk web
interface. During installation, select the Custom installation option and then
select the following options on the Select Features window:

Secondary Server

Web Interface
Important! If you have performed a Typical installation Tomcat is the default
Service Desk Web Server. If you wish to use IIS as your Service Desk Web
Server, run Configuration and select IIS as default Web Server from the Web
Interface Option.
Phase 3: Configure the Web Server
To configure Unicenter Service Desk on the web server machine, follow these
steps:
1.
Select Secondary Server for the Configuration Type, and specify the name
of the Unicenter Service Desk primary server in the Primary Server Node
field to configure this installation as a secondary server.
2.
Select Settings, Control Panel, Administrative Tools, Services from the
Windows Start menu, then start the Unicenter Service Desk Remote
Daemon Proctor service.
Phase 4: Enable Web Engine on Secondary Server
Assuming that your Unicenter Service Desk primary server is already installed
and configured, you must enable a web engine on your secondary server using
the pdm_edit.pl utility as follows:
1.
$NX_ROOT/samples/pdmconf (UNIX) or
installation-directory\samples\pdmconf (Windows) directory.
2.
Enter the following command to start the pdm_edit utility:
3.
the main menu, enter W to select the Edit Web Engines option.
4.
Enter A to add, then enter the IP address or DNS name of the secondary
server when prompted for a host name.
This value is case-sensitive, so be precise if you enter a DNS name. If you
are unsure, check the NX_LOCAL entry in the NX.env file on the secondary
server.
5.
When prompted for an object manager and a configuration file, you can
typically accept the default values. However, if you need to change them
you can do so.
6.
Press Enter to return to the main menu, then enter X to save and exit.
7.
Create a backup of the pdm_startup.tpl that resides in the
$NX_ROOT/pdmconf (UNIX) or installation-directory\pdmconf (Windows)
directory of the Unicenter Service Desk primary server installation, then
replace it with the newly created pdm_startup.rmt file.
8.
Run the configuration utility on the Unicenter Service Desk primary server
without making any changes. For information about how to run the
configuration utility, see the installation chapter for your operating
environment in this guide.
Unicenter Service Desk server.
Phase 5: Configure the Web Interface
The web.cfg configuration file is in installation-directory\bopcfg\www. This file
lets you configure the web interface and is similar in format to the
configuration file for many web servers. Each entry in the file consists of a
single line containing a property name, optionally followed by a value. Lines
beginning with a pound sign (#) are treated as comments and are ignored.
This phase is optional. You need to modify web.cfg if the default configuration
does not meet your requirements. You can edit web.cfg with any text editor
that does not add formatting or control character information (WordPad is
recommended). For descriptions of the web interface configuration properties,
see the chapter “Configuring the Web Interface” in the Administrator Guide.
Phase 5: Start Services
Before users can access the web interface, you must ensure that the Unicenter
Service Desk Services are running on all machines configured as Unicenter
Service Desk Services. This includes the primary server and the secondary
servers. For information about starting these services, see the installation
chapter for your operating environment. Your web server must also be up and
running.
Phase 7: Access the Web Interface
You can invoke the Web Interface from Start Menu.
Note: If your Internet Explorer browser's security is set to HIGH and you
launch the Unicenter Service Desk Web Client you will be presented with an
Internet Explorer Content Warning. Either add the Web site to your Trusted
Sites, or lower your Internet Explorer security settings.
To access the web interface from an internal Web Site, add a URL
…/pdmweb.exe link to your web pages. Use the following sample HTML code:
<A HREF=http://sernername:8080node/CAisd/pdmweb.exe> Click here for Unicenter SD </A>
If you use IIS or Apache as your web server do not use 8080 in the HTML
code.
UNIX Web Server Installation
Phase 8: Integrate with Portal
If you have a version of CleverPath Portal already installed, you can run the
Unicenter Service Desk web interface from a portal (see page 227) workspace.
For information about supported versions of the portal, see the Readme and
the Portal Server Administration Online Help.
Use the procedures in this section if you are installing the web interface on a
UNIX web server. Your Unicenter Service Desk primary server may reside on
the same machine as your web server, or on another machine.
Phase 1: Verify Prerequisites
installation media to determine if your environment meets the documented
software and hardware requirements, including supported browsers and web
servers.
Phase 2: Install the Web Interface (UNIX Web Server)
Use the appropriate procedure that follows depending on whether the web
server and the Unicenter Service Desk primary server are on the same
machine or on different machines.
Servers on Same Machine
If your web server is installed on the same UNIX machine as your Unicenter
Service Desk primary server, you can install the web interface component
when you install the Unicenter Service Desk primary server from the server
installation media.
When installing Unicenter Service Desk for the first time, the Unicenter Service
Desk Web Interface component is installed automatically as part of the Typical
install.
After the installation completes, you must configure this machine as a primary
server (except on a Typical install, which does this for you). For more
information about installing and configuring Unicenter Service Desk, see the
installation chapter for your operating environment.
Servers on Different Machines
If you are using a UNIX web server and the Unicenter Service Desk primary
server is installed on a different machine, you must install and configure two
Unicenter Service Desk servers, a primary server and a secondary server.
The secondary server is the UNIX machine where your web server resides and
where you will install and configure the Unicenter Service Desk web interface.
During installation, select the Custom installation option and select the
Secondary Server.
As the privileged user with $NX_ROOT set, start the Unicenter Service Desk
proctor on the secondary server by running pdm_proctor_init on the secondary
server.
Phase 3: Configure the Web Server
The web.cfg configuration file is in the $NX_ROOT/bopcfg/www directory. This
file lets you configure the web interface, and is similar in format to the
This phase is optional. You need only modify web.cfg if the default
configuration does not suit your needs. For example, you may need to update
the Cgi and Image properties depending on how your web server is
configured.
You can edit web.cfg with any text editor that does not add formatting or
control character information (vi is recommended). For descriptions of the web
interface configuration properties, see the chapter “Configuring the Web
Interface” in the Administrator Guide.
Phase 4: Enable Web Engine on Secondary Server
Assuming that your Unicenter Service Desk primary server is already installed
and configured, you must enable a web engine on your secondary server using
the pdm_edit.pl utility.
To enable a web engine on your secondary server, follow these steps:
1.
On the Unicenter Service Desk primary server installation, change to the
$NX_ROOT/samples/pdmconf (UNIX) or
installation-directory\samples\pdmconf (Windows) directory.
2.
3.
the main menu, enter W to select the Edit Web Engines option.
4.
Select A to add, then enter the IP address or DNS name of the secondary
server when prompted for a host name.
This value is case-sensitive, so be precise if you enter a DNS name. If you
are unsure, check the NX_LOCAL entry in the NX.env file on the secondary
server.
5.
When prompted for an object manager and a configuration file, you can
typically accept the default values. However, if you need to change them
you can do so.
6.
Press Enter to return to the main menu, and then enter X to save and exit.
7.
$NX_ROOT/pdmconf (UNIX) or installation-directory\pdmconf (Windows)
directory of the Unicenter Service Desk primary server installation, then
replace it with the newly created pdm_startup.rmt file.
8.
Run the configuration utility on the Unicenter Service Desk primary server
without selecting the Load Default Data option. For information about how
to run the configuration utility, see the installation chapter for your
operating environment in this guide.
Unicenter Service Desk server.
Phase 6: Configure the Web Interface
The web.cfg configuration file is in the $NX_ROOT/bopcfg/www directory. This
file lets you configure the web interface and is similar in format to the
This phase is optional. You need to modify web.cfg if the default configuration
does not meet your requirements.
You can edit web.cfg with any text editor that does not add formatting or
control character information (vi is recommended). For descriptions of the web
interface configuration properties, see the chapter “Configuring the Web
Interface” in the Administrator Guide.
Phase 6: Start Daemons
Before users can access the web interface, you must ensure that the Unicenter
Service Desk Daemons are running on all machines configured as Unicenter
Service Desk Daemons. This includes the primary server and the secondary
servers. For information about starting these services, see the installation
chapter for your operating environment. Your web server must also be up and
running.
Phase 8: Access the Web Interface
To access the web interface from your web browser, add a URL
.../pdmweb.exe link to your web pages. For example, you might use the
following HTML code, where node identifies your machine:
<A HREF=http://sernername:8080node/CAisd/pdmweb.exe> Click here for Unicenter SD </A>
Phase 8: Integrate with Portal
If you have a version of CleverPath Portal already installed, you can run the
Unicenter Service Desk web interface from a portal (see page 227) workspace.
For information about supported versions of the portal, see the Readme and
the Portal Server Administration Online Help.
Chapter 6: CA Workflow Integration
A workflow denotes the tasks, procedural steps, organizations or individuals
involved, required input and output information, and the tools necessary for
managing and maintaining each step in a business process. The workflow
service provides a total solution to help you manage the business processes.
In general terms, workflow is best described as the automation of a business
process, in whole or part, during which documents, information, or tasks are
passed from one participant to another for action according to a set of
procedural rules.
Workflow is a generic, high performance, and scaleable workflow management
system, that allows for the definition, management, and execution of
workflows, and provides a generic workflow solution.
Workflow is integrated into Unicenter Service Desk via a Web service.
Workflow Components
Workflow uses the following components that are delivered with the Workflow
Embedding Kit:

Workflow Design Environment (see page 54)

Workflow server

Worklist (accessible via a web browser)
Workflow uses third-party software components. For further information on
this, see the Readme.
CA Workflow Integration 53
Workflow Design Environment
Workflow Design Environment
You use the Workflow Design Environment to create and manage workflows,
where workflows originate from a company’s business processes. The
Workflow Design Environment is your primary tool for creating and managing
process definitions and workflow instances, and for controlling workflow
participant interaction.
A company creates a business process to identify the resources, manual and
automated activities, and activity relationships to realize its business goals. A
workflow partially or fully automates the business process by defining the
business process activities in a process definition. These workflow activities
commonly include passing forms, tasks, or information from one resource to
another, where the resource may be human or software.
A process definition is a representation of your business process. A process
definition is comprised of nodes, events, roles, actors, work, and the criteria
for process start and process end.
While process definitions represent what you want to happen in your business
process, process instances represent what is actually happening. By running a
process definition, you create a process instance. You can create multiple
process instances of the same process definition, also called a process
definition instance.
Workflow Server
The Workflow server exposes runtime execution and management services for
workflow processes. The Workflow server consists of these components:

Actor Adapters allow for expansion of workflow activity functionality

The Process Engine executes process definition instances

The Process Manager provides management for process definitions as well
as process instances
All workflow clients, the Process Designer, the Worklist, and both the Java and
Web Services API use services provided by the Workflow server.
How to Launch Workflow Components
How to Launch Workflow Components
The Workflow Design Environment can be invoked via going to Start, All
Programs, CA, Unicenter, Service Desk, Workflow IDE or via the ide.exe or
ide.bat on Windows or via the ide.sh on Linux. The ide.exe, ide.bat, and ide.sh
files are located in $NX_ROOT\site\Workflow\Client.
Note: The IDE is not supported on UNIX platforms.
On Microsoft Windows, you can use either the ide.exe or ide.bat to invoke the
IDE. However, if the IDE classpath requires additions to accommodate
application requirements, you must modify the APPCPATH parameter in the
ide.bat and use the ide.bat to invoke the IDE.
On Linux, the ide.sh also has an APPCPATH parameter which can be modified
to add to the classpath.
You can invoke the Worklist via a web browser (for example,
http://<hostname>:<port number>/wl) or via API calls from an embedding
product.
For more information about the IDE and Worklist requirements and invocation,
refer to other chapters in this guide.
CA Workflow Access
IDE Login Parameters
The IDE logon screen is pre-populated with input fields to supply user name,
password, and url connection information. For streamlined access to the IDE,
you can completely bypass the IDE log on screen by using a combination of
the following command line parameters:
-u <username>
-p <password>
-url <PM URL>
-t <eIAM Safe Session token>
As an option, you can invoke the IDE by providing either a user name and
password (-u and -p) or by providing a token (-t). The –t token refers to an
exported SafeSession (also referred to as an artifact) which is a String. This
allows for parent products to simply re-use any existing SafeSessions they
may have, rather than prompting for a user name and password again.
The –url is a required parameter that must be supplied regardless of whether
you use the –u and –p userid/password method or the –t token method.
For example, [-u, -p, -url] or [-t, -url]
To use this facility to bypass the IDE logon screen, edit either the ide.bat file
(for Microsoft Windows) or ide.sh (for Linux) to add these parameters to the
list of parameters passed to the java command.
Note: This facility cannot be used with the ide.exe.
CA Workflow Access
Unicenter Service Desk r11 provides improved workflow management using a
common Workflow engine. The new workflow system provides a graphical
workflow definition environment, sophisticated branching mechanisms, and the
ability to interact with individuals who do not have direct access to the
Unicenter Service Desk application for gaining approvals. The previous
workflow system is still in place to enable backward compatibility.
This chapter describes the CA workflow authentication and how to add users to
the CA workflow groups.
CA Workflow Access
eIAM and CA Workflow
All logins to CA Workflow are authenticated by eIAM. A user must have an
eIAM user record in order to access the CA Workflow IDE or Worklist
application. The CA Workflow administrator, specified during Unicenter Service
Desk configuration, has full access to CA Workflow. By default, this user is
used by Unicenter Service Desk for the Workflow integration. This user
account is set by the cawf_username and cawf_password Options in Options
Manager. You must make sure the username and password set in these
options are correct and the user has full access to CA Workflow resources
within eIAM.
Resource Classes
CA Workflow also uses eIAM to restrict access to specific CA Workflow
functions. The access is controlled by two Resources Classes:
IDE
The IDE resource has a single action named login for login access to the
IDE. A user must have permission for this action to login to the CA
Workflow IDE application.
Process
The Process resource has the single action named start for the ability to
start a process instance. A user must have permission for this action to
start processes from within the Worklist web application. All users have
access to the CA Workflow Worklist application to view and perform
workitem tasks. This permission is only for starting new instances from the
Worklist.
Note: These resource classes are defined with the Unicenter Service Desk
application instance in eIAM; when logging into the eIAM Web user interface,
you need to specify the Unicenter Service Desk application instance in order to
see the resources, polices and groups discussed here.
CA Workflow Access
Add Users to CA Workflow Groups
Users who need to either login to the IDE or start process instances need an
authorization grant to the resources and the two actions. The Unicenter
Service Desk configuration adds two policies to eIAM that grant access to
these resources. For convenience, two user groups were also added that are
granted rights to the policies: Workflow Administrators and Workflow Process
Initiators. You can add the users to the Workflow Administrators group to give
them access to the IDE. Adding the users to the Workflow Process Initiators
group allows them to start processes from the Worklist application.
To add/remove users from the groups on the machine where eIAM is installed,
follow these steps:
1.
Select eIAM Web UI from Start, Programs, Computer Associates, eTrust,
eTrust Embedded IAM, Embedded IAM.
The login window appears.
2.
Select the Unicenter Service Desk application and enter the eIAM
administrator name and password.
The main eIAM window appears.
3.
Select Manage Identities.
4.
Select the Users search, enter search criteria and click search.
5.
Select a user in the result list.
6.
On the user details display, add/remove group membership in the
Application Group Membership section
If this section is not displayed, Click Add Application User Details.
7.
Click the Save.
This will add the users to the groups.
Chapter 7: Unicenter NSM Integration
During Unicenter Service Desk installation, you have the option of integrating
Unicenter NSM. If you select this option, your Unicenter installation will
communicate certain information to Unicenter Service Desk automatically. For
example, you can:

Create requests using the 2D/3D map, Unicenter Explorer and the
Unicenter NSM GUI

Monitor event console messages from Unicenter NSM to:

–
Send generic event data to Unicenter Service Desk
–
Automatically generate requests and incidents
–
Automatically post announcements to the Unicenter Service Desk
scoreboard
Add asset records to Unicenter Service Desk from Unicenter NSM
Note: If you do not already have Unicenter NSM installed, you must do so
before you can integrate it with Unicenter Service Desk.
This chapter explains how you can control Unicenter NSM integration so that
you get only the information you want. You should also review the Readme
located on your Unicenter Service Desk Common Services CD for the latest
information about installing Unicenter NSM.
Phase 1: Before You Integrate
Both Unicenter Service Desk and Unicenter NSM must be installed and all
patches applied before you can begin integration.
Important! Changing default settings when you integrate Unicenter Service
Desk with Unicenter NSM can result in unexpected results. For example, to
avoid instantaneous creation of thousands of Unicenter Service Desk Requests
during integration, the following parameters in the NX.env file located in
$NX_ROOT (UNIX) or installation-directory (Windows) default to NO:
@NX_TNG_OBJECT_UPDATED_SUBSCRIBE=NO
@NX_TNG_OBJECT_ADDED_SUBSCRIBE=NO
@NX_TNG_OBJECT_DELETED_SUBSCRIBE=NO
@NX_TNG_OBJECT_STATUS_UPDATED_SUBSCRIBE=NO
Unicenter NSM Integration 59
Phase 2: Integrate Unicenter Service Desk and Unicenter NSM
Phase 2: Integrate Unicenter Service Desk and Unicenter
NSM
When the Unicenter Service Desk server and Unicenter NSM are installed on
the same machine, you must install the Unicenter NSM Integration option. You
can install this option on either a UNIX or Windows server. You can select the
Unicenter NSM Integration option during the initial installation or later by
modifying an existing installation.
Windows
When the Unicenter Service Desk server and Unicenter NSM are installed
on different machines, you must install the Unicenter NSM Integration
option on the Unicenter Service Desk primary server. You must also install
and configure a Unicenter Service Desk client or secondary server on the
Unicenter NSM server or on a Unicenter NSM administrative client.
UNIX
When the Unicenter Service Desk server and Unicenter NSM are installed
on different machines, you must install the Unicenter NSM Integration
option on both the Unicenter Service Desk primary server and the
Unicenter NSM server. After installing the Unicenter NSM Integration
option on the Unicenter NSM server, you must run pdm_configure to
configure Unicenter Service Desk as a secondary server on that
installation.
You must also configure the converter using the pdm_edit utility as follows:
1.
$NX_ROOT/samples/pdmconf directory.
2.
3.
the main menu, enter N to select the Edit UNI Converters (UNIX_ONLY)
option.
4.
Select A to add, then enter the name or IP address of the Unicenter NSM
server machine (configured as the Unicenter Service Desk secondary
server) when prompted for a host name.
5.
The script prompts you for an IP address. Enter the IP address of the
Unicenter Service Desk primary server machine.
6.
Press Enter to return to the main menu, then select X to save and exit.
Phase 2: Integrate Unicenter Service Desk and Unicenter NSM
7.
$NX_ROOT/pdmconf directory of the Unicenter Service Desk primary
server installation, then replace it with the newly created pdm_startup.rmt
file.
8.
Run pdm_configure on the Unicenter Service Desk primary server without
making any changes. This puts your new configuration settings into effect
the next time you start the Unicenter Service Desk server.
9.
As the privileged user, run pdm_proctor_init on the Unicenter NSM server
to start the Unicenter Service Desk proctor.
10. As the privileged user, run pdm_init from the Unicenter Service Desk
server to start the Unicenter Service Desk daemons. Enter pdm_status to
display the status of the daemons.
Note: Keep the following in mind as you make selections during the
integration process:

Before the process of “receiving an NSM event and creating a Request in
Service Desk” can work, you must install and configure all components,
and ensure that they are active.

An event would only become lost if the event converter service has been
stopped. The event converter service queues NSM events when the
Unicenter Service Desk system is down (meaning it has been paused
instead of stopped from the Microsoft Windows Services Panel). When
Unicenter Service Desk is restarted, it processes the queued events.

The NSM event converter service queues events up to a maximum
specified by the NX_TNGCNV_QUEUE_SIZE environment variable.

When the Unicenter NSM repository is rebuilt after integration with
Unicenter Service Desk, Unicenter Service Desk menu entries are lost. To
restore them, you must re-run the integration on the Unicenter NSM
Windows machine. To do this, run integAHD.exe located in
installation-directory\bin.

If the NSM event converter starts during Unicenter NSM events
generation, events that occur before the event converter is fully initialized
are lost.
Phase 3: Post Integration Process
The typical post-integration process involves the following procedure after
both products are installed:
1.
Create Assets that are owned by Unicenter Service Desk which represent
WorldView managed objects.
2.
Monitor event console messages to define message records and message
actions as needed to create requests automatically.
3.
Make the necessary entries in the topology file, topology.cfg and define
filter and writer rules to filter unwanted events.
4.
Troubleshoot problems, if necessary.
Step 1: Create owned Assets
Many Unicenter products create Assets in the mdb; however they are not
automatically owned or available to Unicenter Service Desk. Usually a
Unicenter Service Desk organization wishes to only track Assets that are
owned by the organization and were acquired through a formal process. Some
devices that are detected on the network by other Unicenter products probably
should not automatically become available to Unicenter Service Desk. For
example the laptop computer of a visiting consultant probably is of no interest
to the Unicenter Service Desk organization.
To make a discovered Asset in the mdb available to Unicenter Service Desk,
use the Discovered Asset selection dialog that is available from the Asset
Search or Create New Asset forms in the Analyst Web Interface.
Note: The Discovered Asset selection dialogue is available on the Web Client.
If the WorldView integration for Change Impact Analyzer (see page 107) is
being used, discovered Assets can be made available to Unicenter Service
Desk either from the Unicenter NSM 2D/ Unicenter Explorer right-click menu
(Read Impact Analyzer) or the pdm_nsmimp command line utility.
2D/3D Map and Unicenter Explorer
The Unicenter NSM 2D/3D map and Unicenter Explorer lets you access and
create requests by right-clicking a managed object to display two menu
options: Create Request and Request List.
These menu options are added to Unicenter NSM when you integrate.
Sometimes the menu options are not available or you may encounter
problems (see page 88) using the 2D/3D map or Unicenter Explorer.
Discovered Asset Import
The pdm_discimp, Discovered Asset Import, utility is used for batch
registration of non-Unicenter Service Desk Discovered Assets. This utility can
be used to search the MDB for assets that were registered by other software
products and register them as Unicenter Service Desk assets, so they can be
used in Unicenter Service Desk. This is an interactive batch process.
The logic is similar to Discovered Assets dialog that can be launched from
Asset Search/List web form. This program will query the ca_logical_asset,
ca_asset, and ca_logical_asset_property tables, using various parameters, and
attempt to register new Unicenter Service Desk Assets from the discovered
values.
Notes: If the processing results in a blank Asset Label, the value found for the
Host Name or DNS Name will be used as the Asset Label. Assets must have at
least a Label and Asset Class to be registered for use in Unicenter Service
Desk.
Two queries are performed to select the appropriate records to process,
because of the structure of the MDB and Unicenter Service Desk architecture.
This could affect performance. The first query retrieves the rows from a join
between the ca_logical_asset and ca_asset tables that match label, serial
number, tag and hostname. Then for each resulting row, a query is performed
against ca_logical_asset_property to match dns_name and mac_address. The
asset from the first query is chosen for registration if the second query results
in rows being returned.
Step 2: Monitor Event Console Messages
The basic Unicenter Service Desk installation automatically monitors status
changes of monitored objects and the addition of new managed objects. You
can set up your environment to use AHD.DLL to monitor console messages on
Windows and send event messages to the Unicenter Service Desk server.
AHD.DLL is the recommended method for sending events to Unicenter Service
Desk. However, other methods are available when the event console is
running on a UNIX system.
Event Management in Unicenter NSM lets you identify events to which you
want to respond and specify one or more actions to initiate automatically.
After you define a message and an associated action, the action is performed
automatically whenever the event is encountered.
After integration with Unicenter Service Desk, when the event message
occurs, you can send generic event data to Unicenter Service Desk to:

Create new requests or update existing requests

Create and post announcements on the Unicenter Service Desk scoreboard
The following sections describe how to perform these tasks. However, you
should begin by using AHD.DLL to create a Unicenter NSM msg_action record
and then using the cawto command to pass that message record to the event
console.
Note: Use the default filter (see page 66) and writer rules provided with
Unicenter Service Desk until you are sure that your system is integrated. Do
not modify or remove the default rules until you have witnessed Unicenter
NSM events creating requests.
Send Generic Event Data (UNIX Only)
You can use the uniconv daemon in a message action in Unicenter NSM Event
Management to send generic event data to filter daemons in Unicenter Service
Desk. Generic event data can then be used to generate requests automatically
in the same manner as AHD.DLL is used on Windows. This is the preferred
method on UNIX.
Post Announcements Automatically
When you have Unicenter Service Desk integrated with Unicenter NSM, you
can create and post announcements on the Unicenter Service Desk scoreboard
from Unicenter NSM.
Step 3: Filter Unwanted Events
After you set up integration correctly and events are creating or updating
requests as defined, you can modify your filter rules to filter out unwanted
events. You may encounter problems (see page 88) using the integration.
The following list provides some tips for coding filter rules:

If you change your filter rule at any time, you must recycle Unicenter
Service Desk.

Use the default writer rules while testing your filter rules.

When coding the node_ID, user_ID, or event_ID parameters in the filter
rule, you must match the case of the incoming event. To ensure that you
have the case specified correctly, create an event in Unicenter NSM on the
parameter you are testing. This creates a request with the information you
need. Match the case on the request with the case in your filter rule. This
includes the case of incoming console messages.

When you are coding a filter rule for a specific event, the incoming text on
the event may have the following format: “Object_Status_Updated minor.”
Code your filter rule to look for the following text:
tng:::*:::*:::Object_Status_Updated.*minor.*:::(0,1)

Blanks in the event may actually be unprintable characters. You should
code the filter to include one or more characters with a period and asterisk
(.*), instead of the blank space (‘ ’). You should also include .* at the end
of the event for any unprintable characters that may be at the end of the
event text.

To ensure the filter works when you are coding more than one parameter
on it, such as combining the node_ID, user_ID, and event_ID, you should
code only one to begin with and make sure it works. Then add the next
parameter, make sure it works in conjunction with the other parameter,
and so on, until finished.

For ease in debugging, order your filter rules from the most specific at the
beginning of the file, to the most general at the end of the file.
Event writer rules follow the same set of debugging practices as filter rules. If
you are using the CR_CREATE action and you have included a template,
ensure that the template exists.
Filter Events Automatically
You can configure Unicenter Service Desk to automatically create requests for
error and event messages generated by network devices and other event
sources. Defining how events are filtered lets you automatically detect when
an event occurs and initiate the actions specified for handling that event. This
can improve overall operating efficiency and reduce the potential for error. You
can configure Unicenter Service Desk to:

Filter events based on host, content, type, and other information from
Unicenter NSM

Create requests automatically for error and event messages generated by
network devices

Execute commands automatically in response to an event
To automatically filter events, you must:

Define filter rules that identify the events that require special handling

Define event writer rules that identify the actions to perform automatically
when these events are encountered
Filter and event writer rules use a generic event data (see page 67) structure
to receive and send data. They are defined using a text editor and stored and
edited on the Unicenter Service Desk server only.
Any event is eligible for processing by filter and event writer rules. Some
examples of events you may want filter and event writer rules to process are:

Hardware failures

Failures of scheduled batch processes

Excessive CPU usage

High paging rates

Unusual file activity

Unusual security conditions
You can configure any number of filter daemons, event writer daemons, and
event sources on different machines (see page 86). The locations and
relationships of these elements are stored in the topology file on the Unicenter
Service Desk server.
Note: When integrated with Unicenter NSM, you can use the uniconv daemon
to automatically generate requests (this is the preferred method for UNIX).
uniconv is used in a message action in Unicenter NSM Event Management.
Generic Event Data
Information about events is communicated using a generic event data
structure. The generic event data structure consists of the following data
elements:
Source Type
Identifies the format for the rest of the event.
Node ID
Identifies the device name or ID.
User ID
Identifies the user name or ID (when applicable).
Major Source
Identifies the source application ID.
Minor Source
Identifies the agent of event or further delineation.
Date/Time
Identifies the event date and time.
Event ID
Identifies the source event string that triggered the event.
Event Data
Identifies the associated event data.
Severity
Identifies the measure of the event’s importance.
Handle
Identifies the daemon-supplied string resulting from rules.
Handle Source
Identifies the daemon identifier that assigned the handle.
Handle Status
Identifies the status as create, update, or terminate.
Status Count
Identifies the number of updates.
Set Up Filter Rules
Filters receive information from event sources that can then be passed to
event writers. Since network devices generate hundreds of event messages,
you can use filter rules to isolate those that can be used to create requests.
Filter rules let you:

Determine which network events or traps to report and how.

Control what happens when each type of event or trap is reported. Valid
actions include ignoring, reporting on, and marking.
When integrated with Unicenter NSM, filtering lets you manage events from all
systems managed by Unicenter NSM, which can include SNA and TCP/IP
networks.
By filtering events, you can retrieve specific information about a particular
node, user, or workstation, and then pass that information to event writers.
You can define event filter rules to screen for your particular needs, helping
you identify suspicious events and correct them before they cause problems.
Note: It is helpful to be familiar with UNIX regular expressions when writing
filter rules. You can also use UNIX regular expressions on Windows.
Define Filter Rules
Filter rules use UNIX regular expression matching to determine if an event has
a matching filter rule and blocks events that do not filter. A special filter
(ID=5) passes the incoming generic event unchanged to the writer. The filter
passes only filtered events and assigns a handle source of filter and handle
status of create, update, or terminate.
Unicenter Service Desk uses the major source, event ID, node ID, and user ID
fields from the generic event data structure to find a matching filter rule.
Important! Filter rules pass information from events to another daemon that
uses event writer rules (see page 73), which can automatically create
requests.
The default filter rule file, tngfilter_rule.dat, is located in $NX_ROOT/site/eh/IP
(UNIX) or installation-directory\site\eh\IP (Windows) on the Unicenter Service
Desk server. $NX_ROOT or installation-directory is the directory where you
installed Unicenter Service Desk and IP is the IP address of the machine on
which the filter resides. Typically, this is the Unicenter Service Desk server.
This file also contains many comment lines that show you how to set up
various filter rules. Comment lines begin with the pound sign (#).
Use a text editor to view, update, and save the filter rule file. However, do not
use an editor that leaves extra formatting characters in the file. We
recommend WordPad for Windows users and vi for UNIX users.
Syntax (Filter Rules)
The filter rule syntax is:
source_type:::node_ID:::user_ID:::event_ID:::filter
where:
Fields in the rule are separated by three colons (:::). You can use an asterisk
(*) as a wildcard character, which means the value of the parameter is ignored
when determining whether an incoming event matches the filter rule pattern.
Note: The first four parameters in the filter rule describe a pattern to compare
against incoming events. This pattern is used to determine if the filter
specified in the last parameter of the rule should process an incoming event.
Parameters (Filter Rules)
source_type
Specifies the type of source directing events to the filter. The major source
field of the incoming event is compared to the value in this parameter. The
type of converter that is sending events to the filter generally determines
the value of this parameter. Valid values are:
uni
Identifies the UNIX Unicenter NSM converter.
tng
Identifies the Windows Unicenter NSM converter.
If an incoming event matches several rules when source types and
event IDs are compared, then node IDs are compared.
node_ID
Specifies the node ID where the event originated. This parameter must
exactly match the node ID of the incoming event, or this filter rule is not
used. An asterisk (*) indicates that the node ID is ignored when
determining if an incoming event matches this filter rule pattern.
Rules that match the node ID of the incoming event take precedence over
rules that have asterisk (*) specified for node ID.
If an incoming event matches several rules when source types, event IDs,
and node IDs are compared, user IDs are compared.
user_ID
Identifies a user associated with the event. Use this parameter to execute
a particular action for events from a specific user. Note that many events
will not have specific users associated with them. This parameter cannot
contain a UNIX regular expression. You must supply an exact user ID or an
asterisk. An asterisk (*) is the default and indicates that the user is
ignored in selecting the rule.
Rules that match the user ID associated with the event take precedence
over rules that have asterisk (*) specified for user ID.
event_ID
Specifies the event identifier. You can use a UNIX regular expression. A
period and an asterisk (.*) matches any event name. For example, you
can specify [Aa].* to match any event that starts with uppercase or
lowercase “a.”
If the event_ ID parameter is simple text (not a regular expression), it
must exactly match the generic event’s event ID. Partial matching does
not count. If the event_ID is a regular expression, the length of the
regular expression match is used to determine how well the event filter
rule’s event_ID matches the generic event’s event ID.
If an incoming event matches several rules when source types and event
IDs are compared, node IDs are compared.
filter
Specifies which filter to use to process the incoming event and the
parameters that the filter uses. The format is:
(filter_id, filter_parameter1, filter_parameter2, …)
Valid values for filter_id are:
Value=0
Report all events
Value=2
Ignore events that occur infrequently
Value=3
Ignore outages shorter than the length specified in filter_parameter1
Value=4
Ignore bursts shorter than the length specified in filter_parameter1
Value=5
Pass all events to destination without modification
The number of filter parameters varies for each filter_id, as the
following table shows:
filter_I
D
filter_parameter1
filter_parameter2
filter_parameter3
0
0=no, 1=yes
None
None
Indicates whether
events should always
be reported as
separate problems.
2
3
4
5
Number of occurrences Interval
0=no, 1=yes
Specifies the number
of times an event must
occur during an
interval to be
important.
Specifies the elapsed
time, in seconds,
during which an
event must occur to
be important.
Indicates whether
events should
always be reported
as separate
problems.
Interval
0=no, 1=yes
None
time, in seconds,
during which an event
must occur to be
important.
Indicates whether
events should
always be reported
as separate
problems.
Interval
0=no, 1=yes
time, in seconds,
during which an event
must occur to be
important.
Indicates whether
events should
always be reported
as separate
problems.
None
None
None
None
Note: The first four parameters in the filter rule describe a pattern to compare
against incoming events. This pattern is used to determine if the filter
specified in the last parameter of the rule should process an incoming event.
Set Up Event Writers
Event writers specify what Unicenter Service Desk should do when it detects
an important event from the network. The event writer uses converted events
(events using the generic event data structure) from an event source and
events that have passed through a filter to create requests.
Using event writers, you can:

Identify the type of event received from an event source

Specify the action to perform when the event writer receives events of this
type. Valid actions include:

–
Creating new requests
–
Updating existing requests
–
Executing a command
Indicate whether logging occurs
Define Event Writer Rules
When Unicenter Service Desk is installed, a default configuration is supplied
that runs on the Unicenter Service Desk server. This default configuration sets
up a single event source, filter, and writer, and has a filter rule that passes all
events to the writer. The default writer rule creates requests for all events that
it receives.
The default writer rule file, tngwriter_rule.dat, is located in
$NX_ROOT/site/eh/IP (UNIX) or installation-directory\site\eh\IP (Windows) on
the Unicenter Service Desk server. $NX_ROOT or installation-directory is the
directory where you installed Unicenter Service Desk and IP is the IP address
of the Unicenter Service Desk server.
You can view the contents of this file to see the default writer rule definitions
and comments describing the format of the writer rules. The comments are at
the beginning of the file, and the writer rules are at the end. Comment lines
begin with the pound sign (#).
Use a text editor to view, update, and save the writer rule file. However, do
not use an editor that leaves extra formatting characters in the file. We
Syntax (Event Writer Rules)
The event writer rule syntax is:
event_ID:::device:::user_ID:::majorSrc:::minorSrc:::action:::template:::
command:::logging:::event_token:::user_parms
where:
Fields in the rule are separated by three colons (:::). You can use an asterisk
(*) as a wildcard character, which means the value of the parameter is ignored
when determining matches for the event writer rule.
Parameters (Event Writer Rules)
event_ID
Specifies the event identifier to which the event writer rule applies. You
can use a UNIX regular expression. A period and an asterisk (.*) matches
any event name. For example, you can specify [Aa].* to match any event
that starts with uppercase or lowercase “a.”
If the event_ ID parameter is simple text (not a regular expression), it
must exactly match the generic event’s event ID. Partial matching does
not count. If the event_ID is a regular expression, the length of the
regular expression match is used to determine how well the event writer
rule’s event_ID matches the generic event’s event ID.
device
Specifies the name of the object, which is typically a device or host
associated with the event. A period and an asterisk (*) is the default and
indicates that the source object is ignored in selecting the rule.
If an incoming event matches several rules when source types and event
IDs are evaluated, devices are compared. Rules that match the device of
the incoming event take precedence over rules that have asterisk (*)
specified for device.
If you have defined rules for assigning device names, this parameter can
be useful. For example, if you name devices located in the United States
USxx, you can specify US.* in this parameter to execute a particular writer
action for events from devices in the United States.
user_ID
Identifies a user associated with the event. Use this parameter to execute
a particular action for events from a specific user. Note that many events
do not have specific users associated with them. This parameter cannot
contain a UNIX regular expression. You must supply an exact user ID or an
asterisk. An asterisk (*) is the default and indicates that the user is
ignored in selecting the rule.
If an incoming event matches several rules when source types, event IDs,
and devices are evaluated, user IDs are compared. Those rules that match
the user ID associated with the event take precedence over rules that
have asterisk (*) specified for user_ID.
majorSrc
Automatically displays the major type of source directing events to the
event writer. This parameter is required. Its value is determined by the
event source. For events from Unicenter NSM on Windows, the value must
be “tng.” For events from Unicenter NSM on UNIX, the value must be
“uni.”
minorSrc
Automatically displays the minor type of source directing events to the
event writer. For events from Unicenter NSM, this parameter contains the
event type. Use an asterisk (*) to accept all events.
action
Specifies the action that occurs when the event writer receives this type of
event using one of the following values:
CR_CREATE
Write a new request for each event.
CR_UPDATE
Update an existing request or requests (if they exist), or create a new
request if no requests are found. By default, records are located by
matching on the log_agent and affected_resource attributes. The user
can override the defaults by specifying a list of any request attributes.
CR_UPDATE_ONLY
Like CR_UPDATE, except a new request is never created when no
matching requests are found.
COMMAND
Execute the command specified in the command parameter.
Note: If Unicenter Service Desk cannot access a request or change order,
it attempts the update again after a fixed interval.
template
Specifies the name of a request template to use to create a request. This
parameter is not required and is ignored if the action is not CR_CREATE.
Note: The request template must be created before the rule is defined.
command
Specifies the command to execute if the action parameter value is
COMMAND. Substitution arguments, as the following table shows, can be
incorporated into the command. The arguments are replaced by their realtime values when the command is executed:
&node
The device name or node identifier
&user
The user name or ID
&date
The event date
&time
The event time
&event-id
The source event string that triggered the event
&data
The associated event data
&sev
A measure of importance for the event
&major-src
The source application ID
&minor-src
The agent name or further delineation of the event
&handle
The daemon-supplied string resulting from rules
&src-handle
The daemon identifier that assigned the handle
&status-handle
The status of the handle (valid values are create, update, or
terminate)
logging
Specifies whether logging occurs, using one of the following values:
NONE
No logging, other than normal error logging, occurs. NONE is the
default value.
PDM
Logging occurs in the Unicenter Service Desk log (stdlog.0) in its
internal generic event format. For more information, see Unicenter
Service Desk Log (stdlog.0) Syntax in this chapter.
SYS
Logging occurs in the UNIX syslog, which can be forwarded to the
Unicenter Console. The event is assigned a message ID (CAPD ....13)
to allow event processing from the Unicenter Console.
BOTH
Logging occurs in the Unicenter Service Desk log (stdlog.0) and the
UNIX syslog.
event_token
A 30-character user-defined tag that identifies a specific request
associated with an event_id (tng event message) or all messages like an
event_id (for example, a wildcarded event_id). event_token is a request
attribute and is stored in every request generated by the Unicenter NSM
interface. If no event_token is specified in the writer rule, the string
“tng_generated” is used. This lets the user update all requests that match
the event_token attribute. For example, two different messages for the
same asset can update unique requests.
Each CR_UPDATE writer rule specifies the unique message parts and a
unique event_token. The event_token is used to find and update the
matching request. By default, an activity log containing the message is
added to the matching request. In another example, the user can update
the status attribute (for example, set status=CL (closed)) in an existing
request by specifying the same event_token in the CR_UPDATE writer rule
that was used when the request was created using a CR_CREATE writer
rule.
For example, the first writer rule below causes the writer process
(tngwriter) to create a call request with an event_token equal to
‘SystemCritical whenever it receives a NSM event identified by the string
‘Event1’. The second writer rule causes the writer process to update the
status value to ‘CL’ for all call requests with an event_token equal to
‘SystemCritical’ whenever it receives a NSM event identified by the string
‘Event2’.
Event1:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE:::SystemCritical:::
Event2:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE:::SystemCritical:::%SEARCH=EVENT_TOKEN;%STATU
S=CL
user_parms
Contains the following types of information:
Request attribute values
Request attribute values are specified using the following syntax:
%ATTRIBUTE=value, where ATTRIBUTE is an attribute name identified
in text_api.cfg that maps to a Unicenter Service Desk Majic call
request attribute. This file is located in NX_ROOT/site (UNIX) or
installation-directory\site (Windows). For more information about
text_api.cfg and how Unicenter Service Desk uses the Text API to
create requests from Unicenter NSM, See the chapter “Creating
Objects using Text API” in the Administrator Guide.
Note: If you use multiple keyword/value pairs, separate each one
with a semicolon (“;”).
For example, the writer rule below causes the writer process
(tngwriter) to create a call request with assignee equal to ‘mccda04’
and customer equal to ‘nsm’ whenever it receives a NSM event
identified by the string ‘Event4’.
Event4:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::%ASSIGNEE=mccda04;CUSTOMER=nsm
A list of request attributes to match when updating existing
request records
The syntax for the list of attributes to match is specified as follows:
%SEARCH=attribute1[, attribute2…], where SEARCH is a fixed
keyword and attribute1, attribute2, and so on are ATTRIBUTE names
specified in the text_api.cfg. See the chapter “Creating Objects using
Text API” in the Administrator Guide for more information about
text_api.cfg and how Unicenter Service Desk uses the Text API to
create requests from Unicenter NSM.
The default search list of attributes is "asset_name" (DEVICE or UUID)
and LOG_AGENT. The SEARCH keyword adds attributes (to match on)
to the default search list. The SEARCH_EXPLICIT keyword completely
overrides the default search list. Only the list of attributes following
the SEARCH_EXPLICIT keyword are used to search for a call request.
For example, the writer rule below causes the writer process
(tngwriter) to update the status value to ‘CL’ for all call requests with
assignee equal to ‘mccda04’ whenever it receives a NSM event
identified by the string ‘Event2’.
Event2:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE:::SystemCritical:::%SEARCH=ASSIGNEE;%STATUS=CL;
%ASSIGNEE=mccda04
Note: An attribute in the list of attribute values is used to search on if
the attribute is in the SEARCH or SEARCH_EXPLICIT list. If it is not in
the search list it is used to set or update the attribute's value in the
call request. It cannot be used for both in the same writer rule.
Special parameter names that are replaced with their
corresponding value from the Unicenter NSM event structure
You can use the following special parameter names anywhere in the
user_parms string:
&message
Message text associated with this Unicenter NSM message.
&parm
AHD.DLL Parm field on Unicenter NSM Message Action Screen.
&uuid
Unicenter NSM universally unique identifier.
&device
Device (for example, host name) that generated the Unicenter NSM
message.
&majorsrc
The major type of source directing events to the event writer. For
events from Unicenter NSM on Windows, the value is “tng.” For events
from Unicenter NSM on UNIX, the value is “uni.”
&minorsrc
The minor type of source directing events to the event writer.
&node
Device (for example, host name) that generated the Unicenter NSM
message.
&addr
The IP address of the host that generated the Unicenter NSM message.
&username
The user name on the host that generated the Unicenter NSM
message.
&date
An integer representing how long since 1970 the Unicenter NSM
message was generated.
&time
The Date and Time of the Unicenter NSM message (for example, Tue
Jul 4 10:23:37 2000).
&severity
The severity of the Unicenter NSM message.
&tag
Tag data associated with the Unicenter NSM message.
For example, the writer rule below causes the writer process (tngwriter) to
create a call request with customer equal to the username value
(&username) of the event message whenever the writer receives a NSM
event identified by the string ‘Event2’.
Event2:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::%CUSTOMER=&username
Using event_token and user_parms, you can set initial values or update
values of all attributes of the request and specify which fields to match
when locating records to update. The only restriction is that the description
attribute is never updated in an existing call request record. If a record
update and the description field are specified, an activity log containing the
text of the description is added to the existing record.
NSM Message Action Record: ahd.dll AHD_Call <parms...>
You can also specify data (<parms...>) to the AHD_Call on the NSM
message action record that can be used to replace the &Parm
parameter specified in your user_parms parameter in your writer rule.
In order for the data specified on the AHD_Call to be processed in this
way the data (<parms...>) must be preceded with a '%' character
and the &Parm 'special parameter' must be included somewhere in the
user_parms field of the writer rule.
Below is a NSM message action and a writer rule that work together to
cause the writer process to create requests with assignee set to
‘mccda04’ whenever it receives a NSM event identified by the string
‘Event3’.
Ahd.dll AHD_Call %ASSIGNEE=mccda04
Event3:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::&Parm
Service Desk customers migrating from AHD4.5 and earlier may
already be using the <parms...> field. For example, you may be using
this data to match on Writer rules. You can continue this practice
without change. If you want to use both 'old' and 'new' parameters
then you must concatenate a '%' character to your 'old' <parms..>
data and then follow with 'new' data. For example:
ahd.dll AHD_Call old data
ahd.dll AHD_Call %new user_parms
ahd.dll AHD_Call old data%new user_parms
Data before the first '%' character is concatenated to the TNG event
message which is placed into the Call Request description field. This is
how Service Desk has worked in the past. Data after the first '%'
character is used to replace the &Parm parameter wherever it is
specified in your user_parms parameter in your writer rule.
Unicenter Service Desk Log (stdlog.0) Syntax
The syntax for entries in the stdlog.0 file is:
genDate genTime genNode genProc PID level codefile linenum msgID
:::msgDomain\msgNode::: ::: :::msgGenDomain\msgGenUser:::domainID
:::msgDate msgTime:::eventID arg tag::: :::IPaddr:filter:filterNum
:::majorSrc::: :::msgSrc:::msgType:::msgSrcNum::: :::platform
where:
Fields in the rule are separated by three colons (:::).
genDate
Specifies the month and day (from the system clock) on which the log
incident was generated.
genTime
Specifies the time (from the system clock) at which the log incident was
generated.
genNode
Specifies the node name that generated the log incident. The value is
typically the first eight characters of the generating node’s DNS name.
This value is always the same, because stdlog.0 only contains entries from
processes running on the same node.
genProc
Specifies the name of the process (for example, ehwriter) that generated
the log incident. The process name is operating environment-dependent,
but should correspond to the name that appears in the Task Manager
processes list (Windows) or in output from a ps command (UNIX).
PID
Specifies the numeric process identifier from the Task Manager processes
list (Windows) or in output from a ps command (UNIX). The PID is critical
when multiple processes are running with the same process name. For
example, multiple database agents typically run concurrently with the
same process name.
level
Specifies the programmer’s estimation of the significance of the message.
Possible values include FATAL, EXIT, RESTART, SIGNIFICANT, SEVERE,
ERROR, MINIMUM, WARNING, INFORMATION, MILESTONE, TRACE, and
VERBOSE.
codefile
Specifies the name of the code source file from which the message was
generated.
lineum
Specifies the number of the line in the code source file at which the
msgID
Specifies the ID assigned to a TNG event.
msgDomain
Specifies the name of the domain from which the message originated.
msgNode
Specifies the name of the node from which the message originated.
msgGenDomain
Specifies the domain from which the user identified by the msgGenUser
value generated the TNG message.
msgGenUser
Specifies the user ID of the user that generated the TNG message.
domainID
Specifies the ID of the domain from which the TNG message was
generated.
msgDate
Specifies the month and day (from the system clock) on which the TNG
msgTime
Specifies the time (from the system clock) at which the TNG message was
generated.
eventID
Specifies the source event string or sed-style regular expression that
triggered the event.
arg
Specifies a variable entered in the text string of a message action. For
example, if the text field on a message action is entered as “ahd.dll
AHD_Call help me,” the argument in stdlog.0 appears as “args=help me.”
tag
Specifies tag data associated with the TNG message.
IPaddr
Specifies the IP address of the host that generated the TNG message.
filter
Specifies the process name for the filter rule file.
filterNum
Specifies the number of the filter rule file.
majorSrc
Specifies the major source (or converter type). This is a string that
identifies the source application ID. That is, whether events come from
Unicenter TNG for Windows (in which case the value is tng), from
Unicenter for UNIX (in which case the vale is uni), or from an internal
daemon (in which case the value is -).
msgScr
Specifies the message source. Possible values are CNV (converter), FLT
(filter), NOS (no source), and WRT (writer).
msgType
Specifies the message type. Possible values are CRT (create), DSC
(discovery), TRM (terminate), and UPD (update).
msgSrcNum
Specifies the message source number.
platform
Specifies the operating environment from which the message originated.
Possible values are AIX, AS400, DECOSF1, DGUX, DYNIX, HPUX, IRIX,
MISERVER, MPRAS, MVS, NETWARE, SINIX, SOLARIS, SVR4MP, TANDEM,
UNIXWARE, WNT (Windows), or any value defined by the UNIX agents.
Load Writer Rules
When you modify or define writer rules, you can load them without recycling
the Unicenter Service Desk server or any of the support processes, such as the
Unicenter NSM converter or the filter and writer daemons. To do this, use the
wrtrule utility. You can also use this utility to write existing writer rules to a
file.
Syntax (Loading Event Writer Rules)
The syntax for loading event writer rules is:
wrtrule [-v] -c addr [-r rule_file] [-d dump_file]
Parameters (Loading Event Writer Rules)
-v
Specifies verbose mode, so feedback displays as the utility executes.
-c addr
The name of the event writer as shown by slstat.
-r rule_file
The name of the text file containing the events to load.
-d dump_file
The name of the file where you want the current event writer rules written.
The following types of information are written to the file:

Pending event messages

Network resource information in the process of being retrieved

Event writer rules
Note: Although both -r rule_file and -d dump_file are optional, you must
specify one or the other. You can specify both, in which case new rules load
first.
Description
If the event writer is handling one or more Unicenter NSM event messages
when it receives a request to load new writer rules, the load is delayed until
the writer completes the current messages. For example, the writer may be
processing an event because it is waiting for network resource (asset)
information. In this case, the load message is delayed until this information
has been retrieved and the request for a Unicenter Service Desk call request
has been generated.
A request to write the current event rules to a file, however, is performed with
no delay.
Maintain Filtered Events
The relationships between filter and event writer daemons and event sources
on different machines are maintained in the topology file, topology.cfg, in the
$NX_ROOT/site/eh directory (UNIX) or installation-directory\site\eh directory
(Windows) on the Unicenter Service Desk server. The topology file lets you
determine and maintain the entire event handling system from one location.
Instead of going to multiple clients, you can edit files in a single location and
determine the topology of the entire event handling system.
Use a text editor to view, update, and save the topology.cfg file. However, do
not use an editor that leaves extra formatting characters in the file. We
The $NX_ROOT/site/eh directory (UNIX) or installation-directory\site\eh
directory (Windows) on the Unicenter Service Desk server also includes filter
and event writer rules. A sample topology file is as follows:
# maple:uniconv uniconvert maple:tngfilter uni
maple:tngcnv
tngcnv
maple:tngfilter tng
maple:tngfilter filter_nxd maple:tngwriter maple:tngwriter ehwriter -
-
The format of the topology file is:
name cmd [dest-name] [converter-type]
where:
name
Specifies the host and the unique name of the event-handling daemon in
the format hostname:daemon-name (for example, ws2:uconv). The
daemon-name appears in slstat.
cmd
Specifies the name of the executable in the $NX_ROOT/bin directory
(UNIX) or installation-directory\bin (Windows), such as tngcnv, uniconvert,
filter_nxd, or ehwriter.
dest-name
Specifies the daemon that receives the generic events from this daemon
(for example, ws2:filter1 and ws3:wrtr). Event writer daemons do not
have destination daemons. All daemons should also have a record in the
topology file.
converter-type
Specifies whether events come from Unicenter NSM for Windows (tng),
Unicenter NSM for UNIX (uni), or from an internal daemon (-).
Example
To automatically create requests when a critical status appears on the
Unicenter NSM WorldView map, the Unicenter Service Desk administrator
(Ken) must create an event filter rule to identify the events to which he wants
to respond. He must also create an event writer rule to specify the action to
perform when events of this type are received.
Ken decides that he will use one simple filter rule at first. Then, as he becomes
more familiar with the system, he will use a more complex set of rules. He
decides to capture each critical event from U.S. servers. His system uses the
convention that names all servers located in the contiguous United States as
usaxxx, so this is very simple.
Ken first edits the tngfilter_rule.dat filter rule file in the $NX_ROOT/site/eh/IP
directory on the Unicenter Service Desk server, where IP is the IP address of
the Unicenter Service Desk server. He uses the UNIX vi editor, although he
could use any text editor that does not add extraneous control characters (we
recommend that Windows users use WordPad to edit files).
In the tngfilter_rule.dat file, the pound sign (#) is the comment character. Any
characters after the pound sign are ignored when the rules are read. Most of
the lines in Ken’s tngfilter_rule.dat file are commented out, but he notices the
following lines:
# Report All Events (separately)
uni:::*:::*:::.*:::(0,1)
tng:::*:::*:::.*:::(0,1)
These lines constitute an open filter; that is, a filter that will pass all events to
the event writer.
Ken changes these lines to:
# Report All Events (separately)
# uni:::*:::*:::.*:::(0,1)
tng:::*:::*:::Object_Status_Updated.*Critical.*:::(0,1)
Ken comments out the uni line because he is currently interested only in
Windows Unicenter NSM events. He enters Object_Status_Updated.*Critical.*
in the event_ID field in the tng line because he wants the filter to pass only
Object_Status_Updated.*Critical.* events. Unicenter NSM generates
Object_Status_Updated.*Critical.* events when the state of an object
becomes critical.
After saving the filter rule file, Ken edits the tngwriter_rule.dat writer rule file
found in $NX_ROOT/site/eh/IP on the Unicenter Service Desk server, where IP
is the IP address of the Unicenter Service Desk server.
As with the filter rules, most of the lines in the file are comments. The last two
lines in the file show the default writer rule definitions. Ken wants to pay
attention to events from Windows Unicenter NSM only, so he comments out
the first of these two lines.
Ken formats the second line following these steps:
1.
He has already set his filter to pass only critical events, so he leaves the
event ID open with .*.
2.
He wants to accept events from U.S. servers only, so he enters usa.* in
the device field.
3.
He wants to accept events from any user, so the user field remains
asterisk (*).
4.
He wants to write a new request for each critical event, so he leaves
CR_CREATE in the action field.
5.
He has already entered a suitable request template in the system, so he
enters its name, CriticalTemplate, in the template field.
6.
He does not want any other logging done, so the logging field remains
NONE.
Here are the results of Ken’s edit:
# .*:::.*:::*:::uni:::*:::CR_CREATE:::::::::NONE
.*:::usa.*:::*:::tng:::*:::CR_CREATE:::CriticalTemplate::::::NONE
Ken saves the writer rule file, and then recycles the Unicenter Service Desk
server. He is ready to receive events and write requests automatically.
Step 4: Troubleshoot Error Messages
This step contains information to use when troubleshooting error messages
that may occur when integrating, configuring, and using Unicenter NSM with
Unicenter Service Desk. Areas discussed in this step include:

2D/3D Map and Unicenter Explorer Error Messages (Windows Only)

Reviewing the Server Configuration

Checking the Slump Connection

Logging
2D/3D Map Error Messages (Windows Only)
Under certain circumstances, the integration portion of the 2D/3D map and
Unicenter Explorer can produce Unicenter NSM errors, which are explained in
this section.
TNGWV object create failure= x
Reason:
This error typically occurs when the integration script is executed multiple
times without first running deintegration (x represents a number).
Action:
To deintegrate, then integrate, Unicenter Service Desk with the Unicenter
NSM 2D/3D map and Unicenter Explorer, follow these steps:
1.
At the command line, enter:
installation-directory\bin\deintahd.exe
2.
Open the Unicenter NSM Object Browser.
3.
Locate and click Method to display a list of methods.
4.
If any AHD Methods are listed in the name column, select Delete from the
Object menu to remove them.
5.
Click Popup_Menu to display a list of menus.
6.
If any AHDManagedObject exists under the name column, select Delete
from the Object menu to remove it.
7.
With Popup_Menu still open, scroll down until ManagedObjects displays
under the name column.
8.
Search for any ManagedObject that has a method name containing AHD.
If any exist, select Delete from the Object menu to remove them.
9.
Click Jasmine_Menu_Action to display a list of Unicenter Explorer methods.
10. If any USPSD menu actions are listed in the name column, select Delete
from the Object menu to remove them.
11. Click Jasmine_Menu_Object to display a list of Unicenter Explorer menus.
12. If any USPSD menu objects are listed in the name column, select Delete
from the Object menu to remove them.
Exit Object Browser.
13. At the command line, enter:
installation-directory\bin\integAHD.exe
Your integration into the 2D/3D maps and Unicenter Explorer should now be
successful. Right-click a managed object from the 2D/3D map or Unicenter
Explorer, and try all of the Unicenter Service Desk menu options displayed.
Couldn't connect to the server - Please check the network and that server daemons are running.
(Socket error 10061)
Reason:
This is a general connectivity error and occurs if you try to get into
Unicenter Service Desk from the client.
Action:
1.
Ensure that the Unicenter Service Desk daemons or services are running.
2.
If so, check the client configuration for correct settings.
CAE0232E-Repository error code 22
Reason:
This message indicates that the path to the executable in the method is
incorrect.
Action:
Add installation-directory\bin to your path or modify the exe_name field in the
Method list to include the full path to the executable.
Review Server Configuration
When the Unicenter Service Desk server is on a UNIX or Windows machine and
Unicenter NSM is on a different Windows machine, the Unicenter Service Desk
server must be up and running. Start the NSM Event Converter service on the
Unicenter NSM machine. To ensure the converter is up and running, check the
processes using Task Manager. If tngcnv does not appear as a running process
after the event converter service was started, check the tngcnv.n or stdlog.n
files (located in installation-directory\log). These files provide you with
information about why the event converter is not running.
When the Unicenter Service Desk server and Unicenter NSM server are on the
same Windows machine, the Unicenter Service Desk Service must be up and
running. To ensure the converter is up and running, check the processes using
Task Manager. If tngcnv does not appear as a running process after the
Unicenter Service Desk service was started, check the following:
1.
Using WordPad, edit the pdm_startup file located
installation-directory\pdmconf. In this file, you will see text similar to the
following:
[ procset MAIN_PROCSET]
pdm_info
sw_ver_ctl
bpnotify_nxd
PDMBASE
PDMBOP
FILTERING
If a semicolon (;) is used to comment out FILTERING, remove the
semicolon.
2.
Moving backwards toward the top of the file, you should see the following
text:
[ procset FILTERING ]
tngfilter
tngwriter
ehc
; UNICNV_REPLACE
; tngcnv:NT_ONLY
If a semicolon (;) is used to comment out any of the above options,
remove the semicolon.
3.
If you made any changes to this file, save them, then recycle Unicenter
Service Desk server.
If the event converter still does not show up as a running process, check the
most recent tngcnv.n file (located in installation-directory\log). This file
provides you with information about why the event converter is not running.
Filter Error Messages
If your event converter (tngcnv) does not start or your converter is running
but no requests are being created, your log files may contain an error
indicating why it could not start or report events. You may see one or more of
the following error messages:
Can’t resolve host name to an IP address
Reason:
This message indicates that you are missing host entries on your Unicenter
Service Desk machine, your Unicenter NSM machine, or both.
This error might also indicate that DNS is not working or is not returning
the correct IP address.
Action:
Check the %SystemRoot%/system32/drivers/etc/hosts file. Your host file
must contain an entry for the Unicenter Service Desk machine and the
Unicenter NSM machine. After adding the host name, restart the converter
(or the Unicenter Service Desk service). An example entry resembles the
following:
127.0.0.1
localhost
# Local host loop back
141.202.211.11 usbegp11
# This is the NSM client box
141.202.211.12 usbegp12 ahdhost # This is the Service Desk host
# (showing multiple entries)
Cannot find repository file
Reason:
This message indicates that the @NX_REPOSITORY parameter is not set in
NX.env (located in installation-directory) on the client.
Action:
Edit NX.env, add your repository name, making sure that you match the
name exactly, save the file, and then restart the event converter.
The dependency doesn’t exist or has been marked for deletion
Reason:
This message occurs when there is a dependency (probably MSSQL) on
the converter that should be removed.
Action:
Execute regedt32 and open the HKEY_LOCAL_MACHINE -> System -> Current
Control Set -> Services -> AHD_Event_Converter tree. Remove the MSSQL
dependency (or other as applicable) and restart your Windows server.
Destination unknown, Queuing events or No topology.cfg file entry for node; queuing event
Reason:
This message indicates that the topology.cfg file on the Unicenter Service
Desk server must be corrected.
Action:
Correct the topology.cfg file (see page 86) as necessary, then recycle
Unicenter Service Desk and the Unicenter NSM converter. An example
topology.cfg file for Unicenter Service Desk on a Windows machine named
AHD1 and a Unicenter NSM machine named TNG1 follows:
TNG1:tngcnv
tngcnv
AHD1:tngfilter tng
AHD1:tngfilter filter_nxd AHD1:tngwriter AHD1:tngwriter ehwriter -
-
Check the Slump Connection
If the Unicenter NSM converter is running and you still do not see any events
being created, you should verify the slump connection to Unicenter Service
Desk. To do this, enter the slstat command from the command line on the
Unicenter Service Desk machine.
Look for a slump connection to tngcnv. If you do not find one, the converter is
not communicating with Unicenter Service Desk. Recycle the Unicenter NSM
converter, then verify the connection again. If the connection still cannot be
found, check the tngcnv.n files (located in installation-directory\log) for errors
regarding tngcnv and slump logon.
Turn On Logging
If the slump logon was successful and you still do not see new events, turn on
logging and check the files for an indication that an event has come through
Unicenter NSM. You can create an event simply by changing the status on a
managed object on the 2D/3D map.
To turn on logging, modify the file NX.env file located in $NX_ROOT (UNIX) or
installation-directory (Windows) to include the following line:
@NX_LOG_LEVEL_BSTRAP=VERBOSE
You can then monitor the tngcnv.n files (located in installation-directory\log)
to determine if events are being passed to Unicenter Service Desk. You should
see something similar to the following:
09/17 16:35:58:01 tngcnv
477 MILESTONE
convrtr.c
399
Sending 1:::dogwood:::9994011e-2f7e-11d1-a435-00c04fd478c9:::09/17/1997
:::16:35:41:::Object_Status_Updated minor:::BV:141.202.211.0:Segment.1
IP:141.202.211.14 MAC: CNT: LOC: DSC::::3:::tngcnv:1:::tng:::WindowsNT:
::CNV:::CRT:::1:::
In this example, the message indicates that the status on a managed object
has been updated to Minor.
If you find that events are being passed to Unicenter Service Desk and they
appear in the log, double check to make sure that you are using the default
filter and writer rules. If not, restore the original default filter and writer files,
recycle the server, and create a new event.
If you find that events are not being passed to Unicenter Service Desk, make
sure that two Unicenter NSM processes responsible for passing event
information (canotify.exe and caoprdmn.exe) are executing. If they are not
running, start them as described in the Unicenter NSM documentation. If they
are running, contact Unicenter NSM Support.
Service Desk Event Converter
This section applies to NSM Integration on a Windows platform only.
The Unicenter Service Desk Event Converter is installed in two different ways
when SD configuration is run on a windows server:

As a Windows Service

As a part of Unicenter Service Desk Daemon Server from where you can
start and stop the converter
The Event Converter can be run on a Primary, Secondary or Client-only
machine. While you may use either method to start the Converter on the
Primary and Secondary servers, it can only be started as a Windows Service
on a Client. Running the Event Converter in two different ways may cause
concerns and you may choose to eliminate one of the methods.
Note: If the Unicenter Service Desk is stopped intentionally or inadvertently
do not stop the Converter, because the Converter has the ability to queue
messages received from NSM. In this case start and stop the Converter
through Unicenter Service Desk Services.
Remove Event Converter from the Daemon manager
The Daemon Manager not only starts and stops the Converter but also restarts the Converter if it stops inadvertently. You can use pdm_status to see
whether the Converter is running or not and to determine if it is running on
the local or on a remote (Secondary) server.
If you wish to use the Windows Service Manager to start and stop the Event
Converter, remove the Event Converter from the Daemon Manager’s startup
configuration.
To change the startup configuration on a Primary server, change the following
line in the pdm_startup file.
tngcnv
so that it reads:
; tngcnv
However, this change would revert when you re-run Unicenter Service Desk
Configuration. If you want the change to persist make the same change in
pdm_startup.tpl file.
To change the startup configuration on a remote (Secondary) server use the
pdm_edit facility. For more information on running pdm_edit, see the chapter
"Configuring the Web Interface" in the Administrator Guide.
Remove Event Converter from Widows Service
If you wish to use the Daemon Manager to start and stop the Event Converter,
use the following command to remove the Event Converter from the Windows
Service:
tngcnv –u
To re-install the Event Converter as a Windows Service use the following
command:
tngcnv -i
Leverage NSM to Unicenter Service Desk Integration
The section provides an example of how to leverage the integration between
Unicenter NSM and Unicenter Service Desk. The example offers a sample
approach for configuring this out-of-box functionality and is not intended to
suggest that it is the only way to accomplish this task.
Example: NSM Message Records/Actions with Limited Content
Two Message Records, CFNEW and CFUPDATE, written with a single message
action each, are the cornerstone in this example for integrating NSM to
Unicenter Service Desk (sample files are also included). For a clean, compact,
robust and easy-to-maintain integration, you can leverage the strength of the
following:

tngwriter_rule.dat

CR_UPDATE and CR_UPDATE_ONLY functions

text_api keyword list
Note: The example shows how to create Message Records and Message
Actions with very little content. The content has been moved into the cawto
commands that are illustrated in the examples that follow. You could
alternately place the desired parameters and content directly into the “text”
field of the message action, or even use a combination of the two approaches.
Sample of the Event Management Message Record
The following dialog shows a sample Event Management Message Record that
will react to an event containing “CFNEW” at the start of the event alert:
Sample of the Message Action List
This sample shows the Message Action list that is associated with the
“CFNEW*” Message Record. By double-clicking on this item, you can see the
detailed information stored as part of the Message Action.
Note: The next example shows the detailed view where you can see the
“action” field set to “EXTERNAL” and the “text” field with the standard
integration text value of “AHD.dll AHD_Call”.
Sample of a second Message Record (configured to scan for events
beginning with CFUPDATE)
This sample reflects part of the detail that results from a second Message
Record, configured to scan for events that began with “CFUPDATE”. This
Message Record also has an identical Message Action created for it (as
illustrated by the previous “CFNEW*” Message Record):
Sample cawto Commands that Generate/Update Requests
To use the Message Records previously created, send a message through
Unicenter NSM Event Management by using the “cawto” utility/command
provided with Unicenter NSM. The “cawto” utility/command allows you to
create or update a Request using the command formats shown in the two
examples that follow.
Note: By using this approach, you can capture and reformat (for translation
into an expected format for inclusion into Unicenter Service Desk) any alerts of
interest coming into the Event Management console.
Issue the “opreload” command on the NSM Event management Console to
refresh the NSM Event Message Records and Actions that are stored in
memory after creating the previous NSM Message and Action rules.
Sample 1: “cawto” formats for Generating and Updating a New
Request
Use the following cawto format for generating a New Request:
CAWTO -n <NSM-server-name>
CFNEW;%STRING1=KEYWORD1;%CUSTOMER=ServiceDesk;%SUMMARY=Photos
required;%CATEGORY=Applications;%DESCRIPTION=Description: Photos required Justification: required
by regulations for entry
Use the following cawto format for updating a Request:
CAWTO -n <NSM-server-name>
CFUPDATE;%STRING1=KEYWORD1;%STATUS=Closed;%SUMMARY=Cancelled by ServiceDesk
Sample 2: Alternative “Cawto” formats for Generating and Updating a
New Request
Use the following alternative cawto format for generating a New Request:
CAWTO -n <NSM-server-name> CFNEW2;%EVENT_TOKEN=KEYWORD2;%SUMMARY=Server
Installation Approved;%STATUS=Work in Progress;%CATEGORY=Hardware;%DESCRIPTION=Install
new server and level V drops to existing server location within the data center. Also, install wiring on patch
panel in router cabinet
Use the following alternative cawto format for updating a Request:
CAWTO –n <NSM-server-name>
CFUPDATE2;%EVENT_TOKEN=KEYWORD2;%STATUS=Closed;%SUMMARY=Closed by Server
Team
Sample Files to Use with the Integration
This section describes the sample files available for your use when integrating
NSM to Unicenter Service Desk.
topology.cfg file
# <remote_node>:uniconv uniconvert <IP_ADDR_tngfilter>:tngfilter uni
<IP_ADDR_tngcnv>:tngcnv tngcnv <IP_ADDR_tngfilter>:tngfilter tng
<IP_ADDR_tngfilter>:tngfilter filter_nxd <IP_ADDR_tngwriter>:tngwriter <IP_ADDR_tngwriter>:tngwriter ehwriter - -
where:
<IP_ADDR_tngcnv>
The IP Address of the server that is running the Unicenter NSM Event
Converter process.
<IP_ADDR_tngfilter>
The IP Address of the server that is running Unicenter Service Desk.
<IP_ADDR_tngwriter>
The IP Address of the server that is running Unicenter Service Desk.
tngfilter_rule.dat
This file is not shown because the default has not been modified.
tngwriter_rule.dat
The tngwriter_rule.dat displays as follows:
# evt id:::dev:::user:::majorSrc:::minorSrc:::action:::template:::cmd:::log:::event_token:::user_parms
where:
# event id
The string or sed-style regular expression.
device
The string, sed-style regular expression, or '*' or empty.
user
The string, '*', or empty.
majorSrc
The string "uni" from uniconverter, or "tng" from tng converter.
minorSrc
The string or '*'.
action
The action options. The following options are available:
CR_CREATE
Write a new request for each event
CR_UPDATE
Updates an existing request or requests (if any exists) or creates a
new request if no requests are found. By default, requests are located
by matching on the log_agent and affected_resource (asset) fields.
The user can override the defaults by specifying a list of any call
request attributes.
CR_UPDATE_ONLY
This is like CR_UPDATE except that a new request is never created
when no matching requests are found.
COMMAND
Executes <cmd>, identified in the cmd description in this table.
template
Specifies the name of a request template to use to create a request. This
parameter is not required and is ignored if the action is not CR_CREATE.
Note: The request template must be created before the rule is defined..
cmd
The command passed to the shell—ignored on all but COMMAND action.
logging
The logging options, as shown by the following:
NONE
No logging (other than error logging).
SYS
Log incidents to the Unix syslog (Unicenter message console).
PDM
Log incidents to application log ($NX_ROOT/log).
BOTH
Log incidents to application log and syslog.
event_token
(Optional). This is a 30-character user defined tag that is used to identify a
specific request associated with an event_id (tng event message) or all
messages like an event_id (for example, a wildcarded event_id).
event_token is a request attribute that is stored in every request
generated by the TNG interface. If no event_token is specified in the writer
rule, the string "tng_generated" is used. This allows the user to update all
requests that match the event_token attribute. For example, two different
messages for the same asset can now update unique requests. Each
CR_UPDATE writer rule specifies the unique message parts and a unique
event_token. The event_token is used to find and update the matching
request. By default, an activity log containing the message is added to the
matching request.
In another example, the user can update the status attribute (such as, set
status=CL (closed)) in an existing request by specifying the same
event_token in the CR_UPDATE writer rule that was used when the
request was created using a CR_CREATE writer rule.
user_parms
(Optional) This contains the following three types of information:

Request attribute values

List of request attributes to match on when updating existing
request records

Special parameter names that are replaced with their
corresponding value from the TNG event structure
The request values and the list of attributes are specified using a
%<KEYWORD>=<value> syntax. If you use multiple keywords/value
pairs, you must separate each by a semicolon (";").
Request attribute values are specified using the syntax
%<ATTRIBUTE>=<value>, where ATTRIBUTE is an attribute name
identified in the text_api.cfg (located in NX_ROOT/site directory), which
maps to an AHD majic request attribute.
The syntax for the list of attributes to match is specified as
%SEARCH=<attribute1>[,<attribute2>.], where SEARCH is a fixed
keyword and attribute1 (and so on), are ATTRIBUTE names specified in the
text_api.cfg.
The following special parameter names can be used anywhere in the
user_parms string:
&Message
The message text associated with this Unicenter NSM message.
&Parm
The AHD.DLL Parm field on the Unicenter NSM Message Action dialog.
&Uuid
The TNG universally unique identifier.
&Device
The device (for example, hostname) that generated the Unicenter NSM
message.
&Majorsrc
The major type of source directing events to the event writer. For
events from Unicenter NSM on Windows, the value is “tng”. For
events from Unicenter NSM on UNIX, the value is “uni”.
&Minorsrc
The minor type of source directing events to the event writer.
&Node
The device (for example, hostname) that generated the Unicenter NSM
message.
&Addr
The IP address of the host that generated the Unicenter NSM message.
&Username
The user name on the host where the Unicenter NSM message was
generated.
&Date
The integer number representing the time since 1970 when the
Unicenter NSM message was generated.
&Time
The date and time of the Unicenter NSM message. For example, Tue
Jul 4 10:23:37 2000.
&Severity
The severity of the Unicenter NSM message.
&Tag
The tag data associated with the Unicenter NSM message.
Note: The Defining Event Writer Rules topic (see page 73) describes how to
use the event_token and user_parms.
As an example, using the examples outlined in Sample 2: Alternative “Cawto”
formats for Generating and Updating a New Request the default Event Writer
Rules file should be changed from:
*:::.*:::*:::uni:::*:::CR_CREATE:::::::::NONE
To the following:
CFNEW.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH_EXPLICIT=STRING1
CFNEW2.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH=Event_Token
CFUPDATE.*:::.*:::*:::tng:::*:::CR_UPDATE_ONLY:::::::::NONE::::::&Parm;%SEARCH_EXPLICIT=STRING1
CFUPDATE2.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH=EVENT_TOKEN;%STATUS=C
L
Note: The %SEARCH_EXPLICIT parameter is used to ensure that when an
update is performed, the search looks for a matching Request by comparing
the contents of the STRING1 field before proceeding with the update.
For more information about text_api.cfg and how Unicenter Service Desk uses
the Text API to create requests from Unicenter NSM, see the chapter “Creating
Objects using Text API” in the Administrator Guide.
Chapter 8: Change Impact Analyzer
Implementation
This chapter explains how to integrate, create and maintain the Change
Impact Analyzer.
Service Desk Change Impact Analyzer
Your business is comprised of many interrelated elements—people, roles,
processes, and the resources that support the successful operation of these
elements—which together deliver products and services to your consumers.
Often the knowledge of how these elements interrelate and affect your
business exists only in the heads of a few key members of your organization.
A method is needed to effectively display the relationships between these
elements based on current data. By monitoring the status of elements such as
configuration changes and faults, the health of your business can be
ascertained. Often failure of a component in one part of a business exhibits
itself in an unpredictable manner in another part of the business. Having the
relationships of the elements that comprise your business mapped in an
intuitive graphical form lets you easily determine the root cause of failures.
Using the map, what-if scenarios can be analyzed to see what impact an
anticipated change will have on your business, or more importantly, what may
happen if the change is unsuccessful.
Using the Change Impact Analyzer feature, you can do the following:

Define the elements of your business

Map the relationships between these elements

Track the status of each element

View and manage relationship information in a hierarchical graphical map
Change Impact Analyzer Implementation 107
How the Change Impact Analyzer Works
How the Change Impact Analyzer Works
Change Impact Analyzer works as an integrated feature of Unicenter Service
Desk to manage your assets, which are the key elements of your business.
Change Impact Analyzer uses Unicenter Service Desk asset information in
conjunction with the Unicenter NSM WorldView product, which provides the
visual tool to view and manage these business elements and their
relationships in a graphical environment. Communication between the
Unicenter Service Desk daemon server and WorldView is accomplished utilizing
a Windows service routine. This communication allows the transfer and
synchronization of asset data between Unicenter Service Desk and WorldView,
which is critical to keeping WorldView refreshed with the most up-to-date
asset information from the Unicenter Service Desk database. Asset information
includes asset status and relationship data. It is this data, when viewed
graphically in WorldView, which lets you see the real-time statuses and
relationships of assets and identify problems to formulate solutions. You can
also introduce changes to the current WorldView map in order to see the
impact that changes will have on your organization.
Through menu items in the interface, Unicenter Service Desk provides the
facilities to export asset information to WorldView, synchronize status
information between the two systems, and view and maintain relationship
information. In addition, Change Impact Analyzer provides command line
utilities that can be run on-demand. Most of these utilities are run
automatically during initial setup or can be run directly from the Service Desk
interface. They are provided as stand-alone components for flexibility in
managing the Change Impact Analyzer integration.
Install the Change Impact Analyzer Integration
The Change Impact Analyzer feature is integrated into the Unicenter Service
Desk r11. Unlike the earlier releases, you do not need to install a separate
patch to use the functionality.
The Impact Analysis feature, available from a Change Order, can be used with
or without integration with Unicenter NSM WorldView (see page 168).
Unicenter Service Desk Change Impact Analyzer integration with WorldView
provides these additional benefits:

Facilitates building relationships among assets using the graphical tools of
Unicenter NSM WorldView.

Provides a graphical view of real-time asset status information using
WorldView.

Facilitates root-cause analysis using the graphical WorldView map.
The Change Impact Analyzer and the Unicenter NSM WorldView integration
point is currently supported only on the Windows platform. However, it is not
necessary that the Unicenter Service Desk must reside on the Windows
platform.
If your Unicenter Service Desk resides on a platform other than Windows or a
Windows system that does not host WorldView, you should complete the
following steps before proceeding.

Set up a Windows system to host the integration.

Install, configure and test a WorldView Administrative client on this new
system. For information on completing this process, see Unicenter NSM
documentation.

Install, configure and test a Unicenter Service Desk Secondary Server with
the NSM Integration option on the new Windows Server.
As always, you should test this reconfiguration in an environment that is
isolated from your production environment.
Important! Both Unicenter NSM WorldView and Unicenter Service Desk must
be configured and operational before integrating Unicenter Service Desk
Change Impact Analyzer and WorldView.
Configure the Daemon
The Unicenter Service Desk Change Impact Analyzer daemon is responsible for
communicating the real-time status information to managed objects in the
WorldView repository.
To configure the daemon, follow these steps:
1.
Use the Unicenter Service Desk pdm_edit utility to configure the Change
Impact Analyzer Daemon, pdm_uspnsm_nxd, to run on the new Windows
Server.
Note: Win client is not a supported configuration. pdm_uspnsm_nxd
daemon will require primary or secondary windows server. For further
information on how to run the pdm_edit utility, see the appendix
"Reference Commands" in the Administrator Guide. Please follow all
instructions, including re-running the USD Configuration utility after
successfully executing the pdm_edit utility. During the execution of the
pdm_edit utility choose the following option: “9. Edit ( C )hange Impact
Analyzer”. Also, make sure to take the default of “primary” when
specifying the “Change Impact Analyzer Host”.
2.
Restart the Unicenter Service Desk server.
3.
Use the pdm_status command to verify that the daemon is running
The Change Impact Analyzer uses several new Managed Object Classes and
associated icons. To verify that these new classes exist, use the Unicenter
Class Browser. To use the Unicenter Class Browser go to Start, All Programs,
Computer Associates, Unicenter, NSM, WorldView, Class Browser. Then
expand the TNGROOT folder, followed by the ManagedObject folder, and finally
the UBM folder. You should then see the following:
If you do not see the UBM folder or any of the classes underneath it, then you
must use the WorldView Import/Export utility (trix.exe) to load
$NX_ROOT\data\svc_ana\ubm0.tng into each WorldView repository that is
participating in the configuration. Be sure to recycle the WorldView Manager
services as well as the Service Desk pdm_uspnsm_nxd daemon after making
changes to the WorldView Managed Object Class.
Change Impact Analyzer Integration Considerations
When configuring your system environment to support Change Impact
Analyzer you need to be aware of the following considerations.

The utilities of Change Impact Analyzer that interface with WorldView use
the Worldview API. Currently, the Worldview API is limited to the Windows
platform. Since some Change Impact Analyzer utilities require the
Worldview API, they too are limited to the Windows platform. The
following Change Impact Analyzer utilities use the Worldview API or are
only supplied as Windows utility executables:

pdm_nsmbmcls.exe

pdm_nsmclass.exe

pdm_nsmimp.exe

pdm_nsmsync.exe

pdm_uspnsm_nxd.exe

Change Impact Analyzer requires Unicenter Service Desk r11 or Unicenter
ServicePlus Service Desk 6.0 with the Change Impact Analyzer patch.
Change Impact Analyzer will not work with Unicenter Service Desk
versions before 6.0.

Change Impact Analyzer works with NSM 3.x WorldView and NSM r11
WorldView. Change Impact Analyzer provides for integration with more
than one WorldView repository. While it is technically possible to integrate
with different versions of WorldView, the results may be inconsistent. The
inconsistency is due to the differences in the class names among the
various versions of NSM WorldView. Change Impact Analyzer relies on
both managed object name and managed object class to uniquely identify
WorldView objects. If objects with the same names exist in multiple
WorldView repositories, but with different managed object classes,
confusion will occur.

WorldView is inherently case-sensitive. Make sure of the case for

arguments used in running the various Change Impact Analyzer
integration utilities.

hostnames in WorldView.

Change Impact Analyzer Repository records.

If you are using NSM 3.x WorldView Administrative clients that are
connecting to the WorldView Repository that is integrated with Change
Impact Analyzer, the icons for the seven new Managed Object classes will
need to be manually copied from $NX_ROOT\data\svc_ana\icons and
$NX_ROOT\data\svc_ana\images to the appropriate WorldView directories
on the WorldView administrative client machines. Normally these icons are
installed during CIA Integration and will be installed on the machine on
which the integration is run. With NSM/CCS r11 this won't be a problem
because the icons are now being delivered as part NSM/CCS r11. Be sure
to restart the WorldView services after performing Change Impact
Analyzer integration.
Test the Change Impact Analyzer Integration
To test the Change Impact Analyzer Integration, follow these steps:
1.
Select Change Impact Analyzer from Administration Tab, Service Desk,
Application Data, Assets.
There should be a number of nodes listed under Change Impact Analyzer.
If “Maintain Relationships” is the only available option then continue with
the rest of this procedure.
2.
Install NSM r11 WorldView on a separate machine.
Note: If you install NSM r11 Worldview on the same machine, when you
install Unicenter Service Desk on top of WorldView, you may encounter
problems with the database. You will need Windows 2003 for NSM r11
Worldview.
3.
Leave the primary server running.
4.
Custom install a Unicenter Service Desk Secondary Server on the machine
on which NSM is installed.

5.
Choose Unicenter NSM Integration option on the Select Features
window.
During Secondary Server Configuration, do the following:
a.
Configure to use the primary server.
b.
Select Integrate with Change Impact Analyzer option
Note: The domsrvr should be running on primary.
6.
Run pdm_edit.pl in the PRIMARY server, adding the Change Impact
Analyzer. Use the SECONDARY server’s hostname when asked.
7.
Copy the generated pdm_startup.rmt file to $NX_ROOT/pdmconf, rename
it to pdm_startup.tpl, and re-run Configuration on the Primary Server.
To verify the presence of the nodes, login to the Web Interface and select
Change Impact Analyzer from Administration Tab, Service Desk, Application
Data, Assets. There should be more than one node listed.
Change Impact Analyzer Integration Setup
After you have completed the required installations and configurations, the
next step in implementing Change Impact Analyzer is to populate the
reference tables with the data needed for integration.
Change Impact Analyzer Classes
The first table that is populated, by the installation of the Change Impact
Analyzer, is the Change Impact Analyzer Class table. This table is used to map
Unicenter Service Desk Asset Classes to Unicenter NSM Managed Object
Classes. To verify the presence of these classes, login to the Web Interface
and select Classes from Administration Tab, Service Desk, Application Data,
Assets, Change Impact Analyzer. If you see classes in the Change Impact
Analyzer Classes List go on to the Map Change Impact Analyzer Classes to
Asset Classes (see page 118) section.
If you see nothing in the Change Impact Analyzer Class List then run the
pmd_nsmbmcls utility from the DOS command prompt. It will then read all
the Managed Object Classes from the WorldView repository and populate the
Business_Management_Class table in Unicenter Service Desk.
If multiple WorldView repositories are being used, and you have created
custom Unicenter NSM Managed Object Classes, the pdm_nsmbmcls utility
should be run for each of the repositories that you plan on using.
Run pdm_nsmbmcls –h to display information on the available command line
options.
After the Change Impact Analyzer Classes are populated, several additional
options will be available in the Unicenter Web Client Administration tab for
maintaining the Change Impact Analyzer integration.
Define WorldView Repositories
Change Impact Analyzer integration requires that at least one Unicenter NSM
WorldView repository be defined. This record defines the WorldView Repository
by hostname and the credentials that the Change Impact Analyzer daemon will
use to sign on the repository.
To maintain the repository definitions, follow these steps:
1.
Click the Repository Configuration option from the Administration, Service
Desk, Application Data, Assets, Change Impact Analyzer.
The Change Impact Analyzer Repository List appears.
If no repository is defined, click Create New to create a new repository.
Note: When defining the new repository, you must first save the definition
by clicking on the Save button before providing login information on the
NSM Credentials tab. Once the repository has been defined go to step 4 of
this process.
2.
Click the repository link under the Symbol column.
The Update Change Impact Analyzer Repository window appears.
3.
Edit the repository record by filling in the Symbol and Repository fields.
4.
Click NSM Credentials
The NSM Credentials window appears at the bottom.
5.
Click Save.
The NSM WorldView Repository definition is saved.
6.
Click Change Repository Login to save the login User-Id and Password for
the Repository.
7.
Click Test Repository Login to ensure that the credentials are correct.
The Change Impact Analyzer daemon, pdm_uspnsm_nxd, attempts to connect
to the Repository. A successful test updates the daemon’s in-memory cache of
repositories and will begin using the new credentials when it needs to
communicate with the repository. If you skip this step, the repository is not
available until Unicenter Service Desk server is recycled.
Note: The User-Id provided must have “dbowner” rights to the WorldView
database for Change Impact Analyzer functionality to work properly. Often
WorldView requires that the hostname be uppercase.
Map Change Impact Analyzer Classes to Asset Classes
The Change Impact Analyzer Classes are mapped to Asset Classes manually
using the Change Impact Analyzer Class field or automatically by running the
pdm_nsmclass utility.
Map Manually
To manually map each Asset Class to a Change Impact Analyzer Class,
follow these steps:
1.
Click Asset Classes option from Administration tab, Service Desk,
Application Data, Assets.
The Class List window appears.
2.
Click the available Class link.
The Update Class window appears.
3.
Click the Change Impact Analyzer Class to map the asset.
Create Change Impact Analyzer Relationships
Run pdm_nsmclass to Map Automatically
The pdm_nsmclass utility, run from command prompt, uses a file to map
each Asset Class to a Change Impact Analyzer Class. Before running
pdm_nsmclass review the sample $NX_ROOT\site\nsmclsmap.dat file, and
be aware for the following:

Each line in the sample file maps an Asset Class to a Change Impact
Analyzer Class.
If pdm_nsmclass finds an Asset Class that has no corresponding entry
in the nsmclsmap.dat file, it will map the Asset Class to the
“Component” Change Impact Analyzer Class by default. If required,
the default Change Impact Analyzer Class can be changed with a
command line option.
pdm_nsmclass will only update Asset Classes that have no Change
Impact Analyzer Class selected. A command line option lets you reset
the Change Impact Analyzer Class of all Asset Classes.
Run pdm_nsmclass –h to display information on the available command
line options.
If you are running Unicenter Service Desk with a case-sensitive DBMS,
such as Oracle, pay extra attention to the case of your entries in
nsmclsmap.dat file. The mapping is case-sensitive.
To be successful at implementing Change Impact Analyzer, start with careful
planning. Organize the elements of your business, considering that the data
you get from any system in your organization should always be checked for
accuracy.
Do not try to map your whole organization at once. Organize your business
into manageable sections. Your business is more than IT hardware. The
following new Unicenter NSM Managed Object Classes are available to help you
represent non-IT related elements:

Document

Practice

Process

Service

Component

Role

Person
Getting Started Examples
You can evaluate the Change Impact Analyzer feature from sample WorldView
data located in the $NX_ROOT\samples\assets subdirectory on the Unicenter
Service Desk server. It can be loaded using the WorldView Import/Export
utility (trix.exe). The compressed sample data file, myco_demo.caz, can be
extracted using the cazipxp utility available from CA’s SupportConnect web
site (http://supportconnect.ca.com (http://supportconnect.ca.com/)).
To install the sample WorldView data, follow these steps:
1.
Copy myco_demo.caz to a temporary directory on your NSM WorldView
server.
2.
After changing directories to the temporary directory in a DOS prompt
window, extract the sample data file using the command:
Cazipxp –u myco_demo.caz
This will uncompress the file myco_demo.tng
3.
Load the myco_demo.tng file using the Unicenter NSM WorldView
Import/Export Repository utility (trix.exe).
For more information on the WorldView Import/Export utility, see
WorldView documentation.
For the following example, you are the Unicenter Service Desk administrator at
the fictitious Myco Company, which recently implemented Change Impact
Analyzer. Today, you must add the password reset process to Change Impact
Analyzer. The following sections outline the steps necessary to accomplish this
task.
Import Change Impact Analyzer Relationship to Service Desk
After the logical relationships between assets are built in WorldView, the
structures can be imported to Unicenter Service Desk as Change Impact
Analyzer Relationships.
To import the relationships, follow these steps:
1.
Right-click on the top-level object of a Relationship in WorldView that you
want to import to Unicenter Service Desk.
2.
Select the highest object in your business structure and right mouse click.
3.
Select Read Change Impact Analyzer.
The pdm_nsmimp utility is launched to import the Change Impact Analyzer
Relationships to Unicenter Service Desk.
Note: The name of the WorldView Managed Object chosen for import will
be used as the name of the Change Impact Analyzer Relationship in
Unicenter Service Desk.
Planning
Your analysis has determined that the password reset process has two
dependant elements, the Password Reset Procedure Document and the
Password Reset Administrator Role. The Password Reset Process itself was
dependant on the Help Desk Practice, because this is the department that
handles the password reset procedures.

Help Desk Practice
–
Password Reset Process

Password Reset Procedure Document

Password Reset Administrator Role
Create Assets
Using the Asset windows in the Unicenter Service Desk interface, create the
appropriate assets to represent the elements of the business.
Export Assets to WorldView
To export Assets to WorldView, follow these steps:
1.
Click Export Assets to NSM from Administration Tab, Service Desk,
Application Data, Assets, Change Impact Analyzer in the Unicenter Service
Desk Web client.
The Export Configuration Items to NSM window appears.
2.
Click Add Assets.
The Assets to Export Search window appears.
Refine the search criteria to find each of the four assets that were just
created. Multiple searches will need to be done to find all the four assets.
3.
Select the Assets from the Available Assets list and add them to the Assets
to Export list and click OK.
The Export Configuration Items to NSM window appears.
4.
Select the Target Repository. This is the repository to which the assets will
be exported.
5.
Select the Target Object folder. This controls the WorldView container in
which the assets will be placed. If not specified, the objects will be created
in the ManagedObjectRoot folder.
Important! Normally any child assets, of the assets that were selected for
export, that are found will be exported. The hierarchical relationships will
be recreated in WorldView. The Exclude Child Assets options will export
only the selected assets and exclude any child assets from the export.
6.
Click the Export Assets button to start the export process.
When the export completes, you are notified.
Once exported, the assets are placed in the ManagedObjectRoot folder in
WorldView.
When assets are exported to Unicenter NSM WorldView, the repository is
automatically assigned.
Note: Certain WorldView Managed Object classes require additional, nonstandard Instance Level Properties that can't be anticipated. When the Change
Impact Analyzer daemon tries to create Managed Objects using these classes,
the creation will fail. The Change Impact Analyzer Daemon attempts to set
these Instance Level Properties from corresponding information contained in
the Service Desk Asset: Name, Label, IP Address, MAC Address, Description,
Contact and Location. Try to avoid using Managed Object Classes such as:
IP_Interface, IP_Network, IP_Subnet, LANBus, and Segment which require
additional Instance Level Properties.
Organize Relationships
Now that the assets are in WorldView, you can use the 2D map, in Design
Mode, to define the relationships between your business elements by first
moving the Help Desk Practice into the Myco Industries Inc folder. This is
followed by moving the Password Reset Procedure Document, Password Reset
Process, and Password Rest Administrator folders into the Help Desk Practice
folder.
Then import this new logical relationship into Unicenter Service Desk by
performing the following steps:
1.
Right mouse click on the Help Desk Practice folder.
2.
Select Read Change Impact Analyzer.
The pdm_nsmimp utility is launched to import the Change Impact Analyzer
Relationships to Unicenter Service Desk.
Examine Change Impact Analyzer Relationship in Service Desk
To examine the results of the import in Unicenter Service Desk, follow these
steps:
1.
Click Maintain Relationships from Administration Tab, Service Desk,
Application Data, Assets, Change Impact Analyzer in Unicenter Service
Desk Web Client.
The Change Impact Analyzer Relationship List appears.
2.
Check whether the Source Repository is set to the Repository from which it
was imported, when the Assets are imported from WorldView.
Note: The status in WorldView is considered unreliable. The Change
Impact Analyzer data is owned by Unicenter Service Desk. WorldView is
used only to display Unicenter Service Desk information.
This example walked you through the following three simple steps of adding
the Password Reset process to Change Impact Analyzer for the Myco
Company:

You defined the business elements by creating the supporting assets in
Unicenter Service Desk and exporting them to WorldView.

Using the WorldView 2D map, you organized the business elements by
defining relationships between them with WorldView’s drag-and-drop
capabilities.

You imported the relationships back to Unicenter Service Desk for use by
Change Impact Analyzer.
Automate Change Impact Analyzer Status Updates with Action Macros
Automate Change Impact Analyzer Status Updates with
Action Macros
The new Action Macros permit the Change Impact Analyzer Status of Assets to
be changed automatically.
These macros can be invoked from Service Types for Requests, Change
Orders, and Issues. They can also be invoked from Service Types for Incidents
and Problems when Unicenter Service Desk is installed in an ITIL format. For
Workflow Tasks, the macros can be executed from Behaviors.
Change Orders and Issues allow multiple assets to be attached. The macros
will update the Change Impact Analyzer Status of all attached assets.
The following examples walk you through the processes of using the macros in
Service Types and Behaviors.
Use the Macros in Service Types
To begin using the Macros in a Service Type you need to perform the following
tasks:

Create a new event

Create a new service type and use the event in the service type.

Test the event.
Create a New Event
To create a New Event, follow these steps:
1.
Select Events under Events and Macros option from the Administration
tab.
The Event List window appears.
2.
Click Create New.
The Create New Event Window appears.
3.
Enter the Name, Object Type Description and Delay Time, Allow Time
Resetting and On Done Event Flag and click Save.
Note: Event needs to be saved before attaching condition macros. Once
the Event is saved click on Edit to select the condition from the list.
4.
Click Action Information
The Action Information window appears.
5.
Click Update Actions on True.
The Macro Search form appears.
6.
Click Search for the Set Asset Critical Requests macro.
The Actions on True Update window appears. The list on the left shows the
results of the Macro Search. The list on the right shows the Macros
assigned to the Event.
Select the action Set Asset Critical Request from Possible Actions list and
click the arrow button to add the actions to the macro list, and click OK.
The Event Update window appears.
7.
Click Save.
This creates an Event.
This Event can now be used in Service Types if desired. However, you can test
the Event without creating a Service Type.
Test the Event
Before testing the Event create a new Request and Assign an asset, which has
already been exported to WorldView, to the Request. Save the Request.
To test the new Event and see the macros in action, follow these steps:
1.
Click the Attach Service Type Event button on the Service Type tab in the
Request Detail window.
The Attach Service Type Event to Request window appears.
2.
Use the dialog to select the new Event and click OK.
The display time field appears.
3.
Set the Delay Time to 00:00:00 and click OK.
The Event will be attached to the Request.
4.
Right-click on the Service Type Tab of the Request and choose Refresh to
update the Attached Service Type Events.
5.
Examine the Asset to check if Change Impact Analyzer Status is set to
Critical.
6.
If you examine the asset’s log, there will be an entry showing that the
status was changed.
7.
Examine the WorldView map with either 2D Map or Unicenter Explorer.
The color of the corresponding Managed Object has changed to red and
the status propagated upwards to the top of the objects.
8.
Manually change the Change Impact Analyzer Status of the asset back to
Normal and click Save to save the changes.
9.
The status will be automatically updated in WorldView in real-time.
Use the Macros with Workflow Tasks
The Change Impact Analyzer Macros can be used with Workflow tasks from a
Change Order or Issue. Instead of using the macros as actions in an Event,
they are assigned as Behaviors to a status of a Workflow Task at the Template
level.
In the following example, two Workflow Tasks are created for an Issue. When
the first task is completed, it sets all the attached Assets to Warning status.
This can be used to alert other analysts that changes are in progress to the
assets. When the second task is completed, the assets are returned to normal
status.
To use the Macros with Workflow Tasks, start by creating two new Workflow
Task Types. This example will be with Issues. The same procedure can be
applied to Change Orders.
To create a WorkFlow Task, follow these steps:
1.
Click Workflow Task Types from the Administration Tab, Service Desk,
Issues in the Web Client.
2.
Click the Create New to create a new Task Type.
3.
Create the following two Task Types, paying particular attention to the
Status Codes that are assigned to the Task.
4.
Create a new Issue Category from Administration Tab, Service Desk,
Issues, Categories to use the new Task Types. Click Create New to create
the following category.
5.
Add the first Workflow Task to the Issue Category. Click the Edit button on
the Issue Category form and then go to the Workflow tab.
Note: Workflow Tasks and Macros are not available when the CA Workflow
engine is used to service the category.
6.
Click the Add Workflow button.
The Create New Workflow Task Template window appears.
7.
Create the following Workflow Template, and then click Accept.
The Workflow Template is added to the Issue Category and the window
closes returning you to the Issue Category window .
8.
Click the Add Workflow button to add the second Workflow Task Template
as mentioned in step six and seven.
9.
Click Save.
The Create New Workflow Template window will close and you are
returned to the Issue Category window.
10. Click Save.
The Issue Category will look like the following:
Add Behaviors to Workflow Templates
To add Behaviors to the Workflow Templates, follow these steps:
1.
Click the 100 hyperlink in the Sequence column of the Issue Category
Detail for the asset warning task.
This asset warning Workflow Template Detail window appears.
2.
Click the Complete status hyperlink.
The Behavior template Detail window appears.
Note: This example fires the Change Impact Analyzer Set Assets Warning
Issue Wf macro when the Workflow Task changes status to Complete.
3.
Click Update Actions on True.
The Macro Search window appears.
4.
Click Search.
The list on the left shows you the Macros that are available to be added.
The list on the Right shows you the Macros that are assigned to the
Behavior.
5.
Select the Set Assets Warning Issue Workflow Macro and click the Arrow
button to add it to the list on the right.
6.
Click OK to save the changes.
The Behavior Template Detail window appears and the changes are
complete.
7.
Close the window.
The asset warning Workflow Template Detail window appears.
8.
Close this window.
The Issue Category Detail window appears.
9.
Click the 200 hyperlink for the asset normal task and select Complete from
the Status column of the Issue Category Detail. Follow the steps one
through eight to add the Behavior to the second task, only this time add
the Set Asset Normal Issue Wf macro to the Behavior Template on the
Action to True Update window.
Try the new Issue Category by creating a new Issue with the new Category.
The Macros will change the Change Impact Analyzer Status of each of the
attached Assets.
Add Asset to Issue
To attach Assets to the Issue, follow these steps:
1.
Click the Asset tab on the Issue Detail window.
2.
Click Update Assets.
The Asset Search window appears.
3.
Click Search to find the Assets that you wish to attach. Fill in some criteria
to limit the search if necessary.
The Affected Asset Update window appears. Use this window to attach the
Assets to the Issue.
4.
Click OK to save the changes.
The Attach Assets dialog will close and the Issue Detail window appears.
5.
Click Save to save the Issue.
The Assets that were selected are listed on the Asset tab.
Test Automatic Update
To test the automatic update of the Change Impact Analyzer status, follow
these steps:
1.
Click the Workflow Tasks tab.
This will show the tasks in a Wait status.
2.
Click the “100” hyperlink to update the first Workflow task.
The Issue Workflow Detail window appears.
3.
Click Edit.
The Update Issue Workflow window appears.
4.
Change the Status to Complete.
This will fire off the Change Impact Analyzer Macro.
5.
Click Save to save the Workflow Task. Then, examine the WorldView map.
The icons have changed to yellow.
6.
View the log for one of the assets.
There is an entry showing that the Status was changed by a macro.
7.
Go back to the Issue and change the Status of the second Workflow Task
to Complete.
8.
Click Save to save the Workflow Task.
9.
Now examine the WorldView map.
The icons have changed back to normal.
10. Examine the asset log again.
There is an entry showing the status was changed back to normal by a
Workflow Task.
Logical Repositories in Unicenter NSM r11
This section explains how to configure the Change Impact Analyzer with
Unicenter NSM 3.x and Unicenter NSM r11.
Configure Unicenter NSM 3.x
When Change Impact Analyzer is configured to integrate with NSM 3.x running
on SQL, the Repository field is used to indicate the hostname, which is casesensitive, of the server where the WorldView repository resides. You can use
the ping command to verify that the hostname is resolvable.
The User-Id and Password fields contain the credentials used to authenticate
to SQL Server.
The Repository field is located on Change Impact Analyzer Repository Detail
form.
Configure Unicenter NSM r11
When Change Impact Analyzer is configured to integrate with NSM r11 running
on Ingres, the Repository field contains the name of the NSM Logical
Repository, rather than a hostname.
The Logical Repository contains information for WorldView to use when
connecting to the MDB, located either locally or remotely. The credentials used
to connect to the MDB are also stored in the Logical Repository.
The values entered into the User-Id and Password fields on the Change Impact
Analyzer Repository Detail form must match those stored in the associated
Logical Repository.
The following example shows you how to create a NSM Logical Repository.
Create an Unicenter NSM Logical Repository
The Unicenter NSM r11 logical repositories are created using the Define Logical
Repository utility on NSM Worldview.
To create or make changes to the Unicenter NSM r11 Logical Repositories,
follow these steps.
1.
Select Define Logical Repository from Start, Programs, Computer
Associates, Unicenter, NSM, Worldview.
The Unicenter Repository Creation: Greetings dialog appears.
2.
Click Next.
The Unicenter Repository Creation: Selection dialog appears.
3.
Enter the name for the Logical Repository in the Repository Selection field.
4.
Click Next.
The Unicenter Repository Creation: Access Type dialog appears.
5.
Select the Database type from the DBMS Access Type field.
6.
Click Next
The Unicenter Repository Creation: Server Name dialog appears.
7.
Enter the server and login credentials. The Server Installation Code
identifies the Ingres installation (EI).
8.
Click Next.
The Unicenter Repository Creation: Completion dialog appears.
9.
Click Define Repository.
10. Click Finish to confirm Unicenter Repository changes.
Serialize Changes to Assets
Serialize Changes to Assets
The new asset_only_one_chg option in Unicenter Service Desk enables you to
restrict an asset from being attached to more than one active Change Order.
This option is managed from Option Manager in the Administration Interface.
After installing this option, the attachment of an asset to a Change Order will
fail if the asset is already attached to another active Change Order. An error
dialog will appear warning you that the asset is already attached to an active
Change Order.
When attaching multiple assets, only the assets already attached to other
Change Orders will fail. Other assets are not affected.
Implementation Notes
Status Changes
The Change Impact Analyzer Status of an asset that has been imported from
WorldView will automatically be reflected in the WorldView maps.
When the Change Impact Analyzer Status is changed manually or
automatically using the Action Macros, the corresponding WorldView Managed
Objects are updated. Normal WorldView propagation rules apply and the
status is reflected in the top object of the hierarchy.
Creating Assets from WorldView Managed Objects
Assets can be created directly from WorldView Managed Objects without the
need to first create them in Unicenter Service Desk. Create a Managed Object
in the NSM WorldView 2D map while in Design Mode. Then import to Unicenter
Service Desk by right mouse clicking on the newly created Managed Object
and selecting Read Impact Analyzer.
When the pdm_nsmimp utility is run to import a WorldView Managed Object
that does not exist as an asset in Unicenter Service Desk, the utility will create
the asset, as well as its corresponding Asset Class (if it too does not yet exist).
The Source Repository will be set to the repository from which the asset was
imported. The Repository will also be assigned.
If the Managed Object was a container, everything inside the container will be
imported. The Change Impact Analyzer Relationships are created
automatically.
Note: When importing Managed Objects from WorldView, by default the
pdm_nsmimp utility limits the number of inclusions (nesting level) that will be
examined to 1,000. This can be changed with a command line option on the
pdm_nsmimp utility.
Synchronizing WorldView Status to Service Desk Change Impact Analyzer Status
Sometimes WorldView may become unavailable. When this occurs, Change
Impact Analyzer cannot automatically update the Change Impact Analyzer
Status of a Managed Object in the WorldView repository.
The pdm_nsmsync utility can be run to update the status of all Managed
Objects in the WorldView Repositories with the proper Change Impact Analyzer
Status of assets in Unicenter Service Desk.
This utility processes all assets that are found in existing Change Impact
Analyzer Relationships. Assets that are not members of Change Impact
Analyzer Relationships are not processed. The WorldView Status in each
repository that is assigned to the asset is updated with the asset’s Change
Impact Analyzer Status.
Only the status of existing WorldView Managed Objects will be affected.
Nothing will be imported, exported, moved or removed.
Note: If the number of assets participating in Change Impact Analyzer
Relationships is large, the performance of a heavily-loaded busy Unicenter
Service Desk system or the Unicenter NSM WorldView Repository could be
impacted during synchronization.
The synchronization function can also be invoked from the Administration
Interface. You would use the Synchronize Status button:
You will be notified when the synchronization is complete. This could take a
few minutes if there are many Change Impact Analyzer Relationships to
process.
Maintaining Change Impact Analyzer Relationships
Change Impact Analyzer Relationships can be created and maintained
manually from the Service Desk interface, although this is not recommended.
To view and maintain relationships, use the Maintain Relationships menu item
on the Service Desk interface’s Administration Tab, Service Desk, Application
Data, Assets, Change Impact Analyzer menu.
The top-level element of a Change Impact Analyzer Relationship is denoted by
an entry that has no Parent Asset.
It is not possible to manually delete a single element of a Change Impact
Analyzer Relationship. Since the Relationships form a linked-list, permitting
the deletion of elements could cause the structure to break, resulting in data
corruption.
When WorldView Managed Objects are imported, pdm_nsmimp will delete
existing Change Impact Analyzer Relationships with the same name if they
already exist.
Recursion Depth
To prevent a possible endless recursion loop when exporting assets to
Unicenter NSM WorldView, the child level depth is tracked. This endless loop
situation can occur when asset A is a child of asset B, and asset B is a child of
asset A. Unicenter Service Desk allows this cyclical relationship, however
WorldView does not. By default, the export is canceled if the depth exceeds
99 levels. To change this level, create the NX_UBM_RECURSION_LIMIT
variable in the NX.env file on the Unicenter Service Desk server and set it to
an integer value.
NSM Timeout Value
Because the Unicenter NSM Business Management integration between
Unicenter Service Desk and Unicenter NSM could potentially span the world, a
timeout is used when Unicenter Service Desk communicates with Unicenter
NSM. By default, Unicenter Service Desk waits 10 seconds for a response from
the pdm_uspnsm_nxd daemon before generating an error. Sometimes, if the
Unicenter Service Desk and Unicenter NSM systems are far apart or the
Unicenter NSM system is busy, this timeout value could be insufficient. To
change this value, create the NX_UBM_NSM_TIMEOUT variable in the NX.env
file on the Unicenter Service Desk server and set it to an integer value
between 1 and 1000. Then, recycle the Unicenter Service Desk server.
Maintaining Change Impact Analyzer Relationships in Service Desk
The following steps summarize the process for maintaining Change Impact
Analyzer Relationships in Unicenter Service Desk:
1.
Create all the necessary assets in Unicenter Service Desk that you want to
use in WorldView. If no Change Impact Analyzer repository is assigned,
the default used during export will be assigned.
2.
Ensure that an asset exists in Unicenter Service Desk with the name that
you want to use for the top-level managed object in WorldView. This
object will be created in the WorldView Managed Objects folder. All other
members of the relationship will be created below this asset. Everything
that is to be represented in WorldView must exist as an asset in
3.
Create the first Change Impact Analyzer relationship record. The top-level
object created in WorldView will be labeled with the name of the child
asset in this relationship record. This can be referred to as the top level
asset. The symbol of the relationship record should match the name of this
top level asset. There should be no parent asset in this Change Impact
Analyzer relationship record. The absence of a parent asset in a Change
Impact Analyzer record signifies the beginning of the relationship structure
to Change Impact Analyzer.
4.
Create Change Impact Analyzer relationship records to represent
relationships between the assets that are subordinate to the asset from
the top-level asset. When these assets are exported to WorldView, they
will be placed inside the object created from the top-level asset. Be sure to
make the symbol of each Change Impact Analyzer Relationship Record the
same as in the previous step. This is how Change Impact Analyzer knows
which records form a relationship. The parent asset of all these records will
be the top-level asset. The child assets of all these records will be the
assets that should be placed below the top-level asset.
5.
Create the next level of the hierarchy. Create Change Impact Analyzer
relationship records to represent the assets that are subordinate to the
assets created in the previous step. Be sure to make the symbol of each
Change Impact Analyzer Relationship Record the same as in the previous
step. The parent asset in these records represents the managed objects
that will contain the assets. Repeat this procedure for all remaining levels
of the hierarchy that you want to represent.
6.
You will need to create Change Impact Analyzer Relationship records for all
assets. Only the assets defined as child assets will be exported when
exporting Change Impact Analyzer Relationships. This operation will not
search asset parent/child relationships. The parent Asset of a relationship
is used to place the child asset in the appropriate place in WorldView.
7.
Finally export the relationship to NSM.
Chapter 9: Client Installation (Windows)
This chapter explains how to install and configure the Unicenter Service Desk
client on a Windows system.
Earlier versions of the Unicenter Service Desk interface will not connect to a
Unicenter Service Desk r11 server.
Note: If your enterprise has purchased and installed Unicenter Software
Delivery (see page 233), you can install and configure the Unicenter Service
Desk client remotely.
installation DVD to determine whether your environment meets the
documented software and hardware requirements. You should also review the
Installation Considerations section of the Readme.
Phase 2: Install the Client
In this phase, you install a Unicenter Service Desk client on a Windows client
machine. You can install the client in one of the following ways:

On a local drive from the Unicenter Service Desk client installation media.

From a network drive

Using the Silent Install feature

Using Unicenter Software Delivery (as explained in the appendix “Using
Unicenter Software Delivery to Install and Configure Windows Clients”)
Client Installation (Windows) 173
Install on a Local Drive
Note: This procedure is for installing from the Unicenter Service Desk client
installation media. You can also install the client form a network drive (see
page 175) and install silently (see page 177), without user interaction.
To install a Unicenter Service Desk client on a local drive, follow these steps:
1.
Log on to the Windows workstation where you will install the Unicenter
Service Desk client, and insert the Unicenter Service Desk Windows client
installation media in the CD/DVD-ROM drive.
double-click the CD/DVD-ROM drive letter in My Computer, then doubleclick setup.exe and follow the on-screen prompts.
2.
After you accept the license agreement, the installation wizard initially
prompts you to select the location for the server and the shared
components and then to select a typical or a custom installation. Click
either option for a brief description.
Typical
Installs the features needed to run the client. The installation process
is automatic and self-explanatory.
Custom
Lets you select the features (see page 13) you want to install.
Select the type of installation and click Next.
The Select Features page appears.
3.
Select the components to install. If you have a question about a particular
component, highlight it to display a brief description. The following options
require additional setup and configuration, as indicated:
Reporting
Select this option to use Microsoft Access or Seagate Crystal reporting
features to report on your Unicenter Service Desk database. If you
install one of these reporting programs, you must install the
corresponding runtime option unless you already have a full version of
Microsoft Access or Seagate Crystal Reports installed. Otherwise, you
will be unable to run the reports. For more information if you select
either of these options, see Phase 4: Configure Reports and Screen
Painter in this chapter.
Screen Painter
Select this option to use Screen Painter (see page 179) to customize
the forms used by the Web Client.
Web Screen Painter
Select this option to use Web Screen Painter (see page 179) to
customize your Web Interface.
4.
After selecting the appropriate components for your installation in Step 3,
click Next.
5.
When prompted to Select the Program Folder select the location where you
want to add the program icons and click Next.
The installation process begins.
6.
When prompted about whether to configure Unicenter Service Desk, select
Yes to configure now or No to configure later.
Important! Whether you configure Unicenter Service Desk now or later is
up to you. Any time you run the setup program, you must configure
Unicenter Service Desk before you can use it. For more information, see
Phase 3: Configure the Client in this chapter.
The installation process adds a Unicenter Service Desk menu to the Windows
Start, Programs menu. It contains commands to access product
documentation and the components you chose to install.
Install from a Network Drive
Installing the Unicenter Service Desk client from a network drive is a two-step
process:

Load the software disk images on a network drive

Install the software from the network drive
Note: Before loading the software to the network drive determine whether you
sufficient disk space on the network drive after comparing the image on the
installation media. You may want to use a comparison utility.
Step 1: Load the Software Disk Images on a Network Drive
To load disk images for a network installation:
1.
Create a directory named usdinst on a shared network drive as follows:
F:\SHARE>md usdinst
2.
Copy the Unicenter Service Desk Windows client installation media to the
network subdirectory as follows (where x is your CD/DVD-ROM drive):
F:\SHARE\usdinst>copy x:\*.*
The software is now available for users to install from the network.
Step 2: Installing the Software from a Network Drive
To install the Unicenter Service Desk client from network disk images, follow
these steps:
1.
Select Run from the Windows Start menu.
The Run dialog appears.
2.
Enter the following in the Run dialog, and click OK:
F:\SHARE\usdinst\setup.exe
3.
Follow the procedure in Install on a Local Drive, starting with Step 2.
Alternatively, follow the procedure in Install Silently to perform a silent
install.
Install Silently
You can install the Unicenter Service Desk client “silently,” without requiring
any user input. The silent install is useful for implementing software delivery
or otherwise installing Unicenter Service Desk as part of a batch process.
To perform a silent install, you can use setup.exe with the –r option set to
install a client, as follows:
setup_dir\winclnt.32\disk1\setup -r
Using the –r option creates a file named setup.iss in your WINNT directory and
records in it all the choices you make during the installation process.
Note: A setup.iss file containing default settings resides at
setup_dir\winclnt.32\disk1\.
You can use the setup.iss file as input to install any client by issuing the
following command:
setup_dir\setup /s /f1"iss_file" /f2"log_file"
where:
setup_dir
Specifies the directory where setup.exe resides. This may be a location on
your CD/DVD-ROM drive or on a network drive, if you have copied the
installation files to a shared drive on your network.
iss_file
Specifies the full path, including the name of the setup.iss file to use
during installation.
log_file
Specifies the full path, including the name of a log file where the
installation process can log information.
You can run this command from a batch file, by using the Run command on
the Windows Start menu, or from the Command Prompt.
Important! After performing a silent install, you must configure Unicenter
Service Desk before you can use it. For more information, see Phase 3:
Configure the Client.
Phase 3: Configure the Client
Note: If your enterprise has purchased and installed Unicenter Software
Delivery, you can configure the Unicenter Service Desk client remotely. For
more information, see the appendix “Using Unicenter Software Delivery to
Install and Configure Windows Clients”.
Configuring the Unicenter Service Desk client consists of verifying and
completing fields on the Configuration window to define the information
necessary to perform the configuration. Selection of a Typical or Custom
installation prompts you to specify whether to run configuration:

If you answer Yes to the configure prompt, the Configuration window
appears automatically when installation finishes.

If you answered No to the configure prompt and want to configure now,
select Configuration from the Unicenter Service Desk menu (accessible
from the Windows Start, Programs menu) to open the Configuration
dialog.
To configure the client, follow these steps:
1.
Enter data in the appropriate fields on Configuration dialog, and click OK.
Click help to view information about the fields on the Configuration dialog.
2.
If you performed the configuration as part of the installation process, click
Finish to complete the installation process.
The Unicenter Service Desk client is now configured on your workstation.
Phase 4: Configure Reports and Screen Painter
If you installed the Reports or Screen Painter options, you must follow the
steps in the appropriate section of this phase, depending on the type of
database your Unicenter Service Desk server uses and the types of reports
you installed. You need only complete the procedures in the sections that
apply to your installation.
After you complete the appropriate sections, you can run any of the Seagate
Crystal or Microsoft Access reports that you installed. For more information,
see the chapter “Generating Reports” in the Administrator Guide. You can also
use the Screen Painter. For more information, see the chapter “Using Screen
Painter” in the Modification Guide.
Section 1: Configure Screen Painter or Seagate Crystal Reports with Ingres
If you use an Ingres database and have selected the Screen Painter or the
Seagate Crystal Reports option, you must configure an Ingres virtual node,
while an ODBC data source to access the Unicenter Service Desk database is
created automatically.
Step 1: Configure the Database Client Using the Ingres Network Utility
To use the Ingres Network Utility to configure the database client, follow these
steps:
1.
Select Programs, Computer Associates, Ingres (EI), Ingres Service
Manager from the Windows Start menu.
The Ingres Service Manager window appears.
2.
If Ingres is not already running, click Start.
The stoplight changes from red to green, indicating that Ingres is up and
running.
3.
Click Exit to close this window.
4.
Select Programs, Computer Associates, Ingres, Ingres Network Utility from
the Windows Start menu.
The Ingres Network Utility window appears.
5.
Select Add from the Node menu.
The Add Virtual Node Definition dialog appears.
6.
Enter data in the following fields. Contact your system administrator for
specific information.
Virtual Node
Specifies the name you will use when you configure the ODBC data
source in Step 5 under Step 2: Configure the ODBC Data Source. Enter
Help_Desk in this field.
User Name
Specifies the user ID that you use to log into the Ingres database.
Password
Specifies the password associated with the user ID you entered in the
User Name field.
Confirm Password
Confirms the password that you entered in the Password field.
Node
Specifies the name or IP address of the database server. You must be
able to ping this server from your PC.
Important! By default, this field's value is the same as the virtual
node name. You must change it to match the name or IP address of
the database server machine. The database server must be up and
running on this machine or the node test in Step 8 will fail.
Protocol
Specifies a communications protocol that you select from the dropdown list. In most cases, you can use the default selection, wintcp. If
you have a question about which protocol to use, contact your system
administrator.
Listen Address
Specifies the listen address for the database server. If you installed
the Embedded Ingres option, enter EI.
If you are using an existing Ingres installation, you can typically enter
the default Ingres listen address (II); however, the listen address
may have been changed. To determine the listen address, enter the
following command at the command prompt to display the correct
value, or contact your system administrator:
ingprenv II_INSTALLATION
After entering these values, the Add Virtual Node Definition dialog
resembles the following illustration:
7.
Click OK to save the configuration settings, close the Add Virtual Node
Definition dialog, and return to the Ingres Network Utility window.
8.
Select the Help_Desk virtual node, then select Test Node from the Node
menu.
A message indicates whether the node test was successful.
9.
If the node test fails, click OK to close the error message, then select Alter
from the Node menu to modify the virtual node definition (contact your
system administrator if you need help understanding the correct values to
enter). Repeat Steps 6-8 until the test is successful.
10. When the node test is successful, select Exit from the File menu to close
the Ingres Network Utility window.
Step 2: Configure the ODBC Data Source (Screen Painter or Seagate Crystal Reports)
To configure the ODBC data source, follow these steps:
1.
Select Settings, Control Panel, Administrative Tools, Data Sources (ODBC)
from the Windows Start menu.
The ODBC Data Source Administrator appears:
2.
Click one of the following tabs:

The User DSN tab if only the user currently logged in will use the
connection.
The System DNS tab if all users of the PC will use the connection.
3.
Click Add to create a new data source.
4.
Select the Ingres driver, and click Finish.
The Ingres ODBC Administrator window appears.
5.
Data Source
Specifies the data source. Enter ServiceIT as the name for this data
source.
Description
Describes the data source, for example, Unicenter Service Desk.
Vnode
Specifies the name of the virtual node that you created in Step 6
under Step 1: Configure the Database Client Using the Ingres Network
Utility. Select Help_Desk from the drop-down list.
Type
Specifies the database type. Use the default value (INGRES).
Database
Specifies the name of the Unicenter Service Desk database. This is the
same name you entered in the Database Name field on the Unicenter
Service Desk Server Configuration window. You can typically enter the
default database name (mdb).
Prompt User ID and Password
Prompts the user for a user ID and password instead of using the ones
specified for the vnode. Clear this option if you always want to connect
using the user ID and password defined for the vnode.
Group
Specifies the Table group. Enter Service_desk_ro_group as the
name of this group.
After entering these values, the Ingres ODBC Administrator window
6.
Click Apply, and click Test.
Correct any errors before continuing.
7.
When the test is successful, click OK repeatedly to close the remaining
open windows.
Step 3: Configure the ODBC Connection String
To complete ODBC configuration, you must specify the values with which
Seagate Crystal Reports will connect to the ODBC data source (called the
ODBC connection string).
To specify the values and complete the configuration, follow these steps:
1.
Select Reporting, Service Desk Reporting (Crystal Reports) from the
Service Desk menu.
The Service Desk Reporting (Crystal) window appears.
2.
Click Configure.
The Database Link Configuration dialog appears:
3.
Data Source Name
Specifies the value entered in the Data Source field in Step 5 under
Step 2: Configure the ODBC Data Source. Enter ServiceIT if you used
the suggested value.
Database Name
Specifies the value entered in the Database field in Step 5 under Step
2: Configure the ODBC Data Source. Enter mdb if you used the
suggested value.
User ID
Specifies the value entered in the User Name field in Step 6 under
Step 1: Configure the Database Client Using the Ingres Network
Utility.
Password
Specified the value entered in the Password field in Step 6 under Step
1: Configure the Database Client Using the Ingres Network Utility.
4.
Click Close and Save.
You can select a report and click View Report to view as many reports as
you want, and click Cancel when you finish.
Section 2: Configure Microsoft Access Reports with Ingres
If you are using an Ingres database and have selected Microsoft Access
Reports, you must configure an Ingres virtual node, while the ODBC data
source to access the Unicenter Service Desk database is created automatically.
Step 1: Configure the Database Client (Ingres)
To configure the database client, follow these steps:
1.
Select Programs, Computer Associates, Ingres (EI), Ingres Service
Manager from the Windows Start menu.
The Ingres Service Manager window appears:
2.
If Ingres is not already running, click Start.
The stoplight changes from red to green, indicating that Ingres is up and
running.
3.
Click Exit to close this window.
4.
Select Programs, Computer Associates, Unicenter, Service Desk,
Reporting, Service Desk Reporting (MS Access) from the Windows Start
menu.
The Report Selection window appears.
5.
Click Configure.
The Database Link Configuration dialog appears:
6.
Data Source
Defines the ServiceIT data source that you created in Section 1:
Configure Screen Painter or Seagate Crystal Reports with Ingres from
the drop-down list, if you have already configured Seagate Crystal
Reports to run with Ingres. Otherwise, leave this field blank for now—
you will configure a data source and select it in Step 2: Configure the
ODBC Data Source.
Database
Defines the name of the Unicenter Service Desk database. Enter the
same name you entered in the Database Name field on the Unicenter
default database name (mdb).
Table Owner
Defines the user ID of the owner of the tables in the Unicenter Service
Desk database. Unless otherwise instructed by your system
administrator, enter mdbadmin in this field.
User ID
Defines the user ID used to log into the Ingres database.
Password
Defines the password associated with the user ID you entered in the
User ID field.
Server Name
Defines the name or IP address of the database server. You must be
able to ping this server from your PC.
Important! The database server must be up and running on this
machine, otherwise, when you test the data source later in the
procedure, it will fail.
Listen Address
Specifies the listen address for the database server. If you installed
the Embedded Ingres option, enter EI.
If you are using an existing Ingres installation, you can enter the
default Ingres listen address (II); however, the listen address may
have been changed. To determine the listen address, enter the
following command at the command prompt to display the correct
value, or contact your system administrator:
ingprenv II_INSTALLATION
7.
Do one of the following:

If you have already configured Seagate Crystal Reports to run with
Ingres and selected your data source in the previous step, continue
with Step 3: Test the Data Source and Link the Tables.
If you have not configured Seagate Crystal Reports to run with Ingres
and selected that data source in the previous step, continue with Step
2: Configure the ODBC Data Source.
Step 2: Configure the ODBC Data Source (Microsoft Access Reports)
Follow these steps only if you have not already configured an Ingres data
source for use with Seagate Crystal Reports:
To configure the ODBC data source, follow these steps:
1.
On the Database Link Configuration window, click Configure Ingres Net to
create an Ingres virtual node named Help_Desk, and press Enter
whenever you are prompted during this process.
When the process finishes, the Database Link Configuration window
displays. Use the vnode name you created when you configure the ODBC
driver in Step 6 of this procedure.
2.
Click Data Source Configure.
The ODBC Data Source Administrator dialog appears:
3.
Click one of the following tabs:

The User DSN tab if only the user currently logged in will use the
connection.
The System DNS tab if all users of the PC will use the ODBC
connection.
4.
Click Add to create a new data source.
5.
Select the Ingres driver, and click Finish.
The Ingres ODBC Administrator window appears.
6.
Data Source
Specifies the data source. Enter ServiceIT as the name for this data
source.
Description
Describes the data source, for example, Unicenter Service Desk.
Vnode
Specifies the name of the virtual node that you created in Step 6
under Step 1: Configure the Database Client. Select Help_Desk from
the drop-down list.
Type
Specifies the type of the database. Use the default value (INGRES).
Database
Specifies the name of the Unicenter Service Desk database. This is the
same value you entered in the Database Name field on the Unicenter
default database name (mdb). However, the database name may
have been changed. Contact your system administrator for the correct
name.
Prompt User ID and Password
Prompts the user for a user ID and password instead of using the ones
specified for the vnode. Clear this option if you always want to connect
using the user ID and password defined for the vnode.
After entering these values, the Ingres ODBC Administrator window
7.
Click Apply, and click Test.
Correct any errors before continuing.
8.
When the test is successful, click OK repeatedly until the Database Link
Configuration window displays.
9.
Select Help_Desk from the Data Source drop-down list.
All other fields should contain the values you previously entered.
10. Continue with Step 3: Test the Data Source and Link the Tables.
Step 3: Test the Data Source and Link the Tables
To access the data in the remote database, you must first test the data
source, then create a link to each of the tables and views you want to use. A
link lets you access live data instead of replicated data.
To test the data source and link the tables, follow these steps:
1.
From the Database Link Configuration window, click Test Data Source to
test the connectivity of the data source you choose.
A message indicates whether the ODBC connection test was successful.
2.
If the ODBC connection test fails, click OK to close the error message, then
review the ODBC data source configuration settings for possible errors
(contact your system administrator for the correct values).
3.
Repeat Steps 1 and 2 until the ODBC connection test is successful, and
click OK to return to the Database Link Configuration window.
The Test Status should now read “Tested Successfully.”
4.
If you have already installed the database views as described in the
chapter “Report Generation” in the Administrator Guide, you can link the
views when you link the tables by selecting the Link Views check box.
Note: Audit logging must be turned on to use the Link Views option. For
more information, see the online help and the chapter “Control System
Behavior” in the Administrator Guide.
5.
To link the tables (and views if you have chosen to do so), click Link
Tables on the Database Link Configuration window.
This links the tables needed for reporting. When prompted that the tables
have been successfully linked, click OK. The Link Status should now read
“All Tables Successfully Linked .”
Note: Links to tables persist until you delete or link the table to a different
data source. You cannot link to the tables until the database network
clients and ODBC drivers are correctly configured, as outlined in the
previous steps.
6.
Click Close to exit the Database Link Configuration window.
Phase 5: Start the Client Interface
Unicenter Service Desk r11 has two client interfaces. Before you can use either
interface, you must ensure that the Unicenter Service Desk Daemon Server
services and the database server are started.
Important! In Unicenter Service Desk r11 the Web Client is the only interface
that has all the administrative functions. The Web Client eliminates the need
to install the Java desktop application. Moreover, interface of earlier versions
of Unicenter Service Desk will not connect to the r11 servers.
Remote Daemon Proctor service must be running before you start the primary
server service. To start the proctor on the secondary server, follow these
steps:
1.
Select Settings, Control Panel from the Windows Start menu.
The Control Panel window appears.
2.
Double-click Administrative Tools.
The Administrative Tools window appears.
3.
Double-click Services.
The Services window appears.
4.
Right-click Unicenter Service Desk Remote Daemon Proctor and click Start
from the shortcut menu.
The Unicenter Service Desk Remote Daemon Proctor service starts.
When all the necessary servers are started, select Web Client from the
Unicenter Service Desk menu (accessible from the Start, Programs menu).
Chapter 10: Client Installation (Linux)
This chapter explains how to install and configure the Unicenter Service Desk
client on a Linux system.
Note: You cannot upgrade from a Service Desk 6.0 client to a Service Desk
r11 client. You must uninstall the Service Desk 6.0 client before attempting to
install the Unicenter Service Desk r11 client. Also earlier versions of the
Service Desk Java Client will not connect to r11 Unicenter Service Desk
Server.
Before you begin the installation process, review the Readme included on
your installation media to determine whether your environment meets the
documented software and hardware requirements.
Note: The client installation adds links to the /usr/bin directory for Unicenter
Service Desk scripts.
In this phase, you install a Unicenter Service Desk client on a workstation
running Linux.
1.
Log on as the root user using an xTerm session and invoke the ./install.sh
script located on the root of the installation media.
2.
The Unicenter Service Desk welcome screen appears. Click next.
3.
After you accept the license agreement, the installation wizard prompts
you to select the Installation directory and for the Default User ID. To
accept the defaults, click Next. Otherwise, enter the information as
requested, and then Click Next.
The Summary dialog appears.
Client Installation (Linux) 193
Configuring the Unicenter Service Desk client consists of verifying and
completing fields on the Configuration dialog to define the information
necessary to complete the configuration.
To configure the client, follow these steps:
1.
2.
Complete the General Settings options in the right panel by either
selecting or entering the details for the following as appropriate:

Configuration Type

Primary Server Node

Object Manager Name

Configure/etc/Service

Local Host Name

Slump Socket Port
Once you are satisfied with the settings, click Next.
The System Accounts options appear.
3.
Enter the Default User ID and click Finish.
The client configuration process starts.
Note: To run configuration at a later point execute the pdm_configure script.
Phase 4: Start the Java Client Interfaces
To start the Unicenter Service Desk interface execute pdm_client from the
command line.
Appendix A: Service Desk and
Knowledge Tools Migration
This appendix contains information you may need to migrate data from
Unicenter ServicePlus Service Desk 6.0 to Unicenter Service Desk r11.
Before Migration
You can only migrate to Unicenter Service Desk R11 from Unicenter
ServicePlus Service Desk 6.0. If you wish to upgrade to R11 from an earlier
version, you will need to first upgrade to Unicenter ServicePlus Service Desk
6.0 and then to Unicenter Service Desk r11.
If you need to upgrade from an earlier version of Service Desk to Service Desk
6.0 and then migrate to Service Desk r11 on a Windows 2000 Server, the
WSCRIPT.EXE needs to be upgraded to the latest version, before running
migration.
Note: Migration to Unicenter Service Desk r11 is currently supported only for
MS SQL and Ingres databases. Review the Unicenter Service Desk Migration
Concerns section before running migration.
Install r11 on the 6.0 System
This would be a simple migration process. Unicenter Service Desk r11
installation will detect Unicenter ServicePlus Service Desk 6.0 and will
launch an upgrade installation wizard.
Install r11 on system that does not have 6.0
If the system that you want to install Unicenter Service Desk r11 is
different from the system where Unicenter ServicePlus Service Desk 6.0
then you need to do the following:
1.
Install Unicenter ServicePlus Service Desk 6.0 on new system.
2.
If there are any schema modifications to the earlier Unicenter
ServicePlus Service Desk 6.0 system, implement the same changes on
Unicenter Service Desk 6.0 which is installed on the new system.
3.
Run configuration and point to either the production Unicenter
ServicePlus Service Desk 6.0 Database or a copy of one located
elsewhere.
4.
Install Service Desk and follow the procedure in this chapter.
Service Desk and Knowledge Tools Migration 195
Before Migration
Clean-Up the Database
Note: Before performing any table maintenance, always backup the data
before you start. Use the utilities provided with your DBMS or use the
pdm_extract or pdm_backup commands. The samples shown here are purely
examples. You need to determine if they are appropriate for your
environment.
The migration process takes data from your current database and inserts it
into the new MDB database. It will run faster with less data. Take the time
now to do a few simple tasks to remove old, obsolete data from your
database. Consider decreasing the amount of data in the following tables
which tend to get larger over time:
Requests, Change Orders and Issues
The pdm_crarcpurge utility identifies inactive ticket data older than a
certain age and archives and purges the data from the Unicenter
ServicePlus Service Desk database. For more information, see the online
help.
Notification Log History
The pdm_purge utility completely removes records older than the specified
time from the notification log file. These log file records are not archived
and cannot be recovered. For more information, see the online help.
Audit Log
If you have enabled any of the audit logging options in Options Manager,
consider removing old entries. First use the pdm_extract utility to select
the records that you want to remove and save them in a file. For example,
to select all Audit_Log records that are older than August 1, 2005 use the
following commands:
pdm_extract –f “select * from Audit_Log where change_date < DATE ‘2005-08-01’ ” > audlog_old.dat
Then use the pdm_load utility with the –r option to remove them:
pdm_load –r –f audlog_old.dat
Service Type Events
If you are using the Save History feature of your Service Type Events,
completed event records are left in the database. Consider deleting them.
Completed events will have status_flag=1. Canceled events will have
status_flag=0. For example, to remove all events that are in complete
status use the following commands:
pdm_extract -f "select * from Attached_Events where status_flag=1" > atev_old.dat
Then use the pdm_load utility with the –r option to remove them:
pdm_load –r –f atev_old.dat
Before Migration
Knowledge
You need not remove old Document FAQ Rating/Voting data or Audit data.
Parameters in the Knowledge Tools Migration dialog allow you to specify
the number of days' worth of data that should be retained.
Surveys

Survey response data is stored in the following tables:
–
Survey
–
Survey_Question
–
Survey_Answer
You can use the pdm_extract / pdm_load command combination, as
shown in the Audit_Log example above, to extract and remove records
from these tables. There is a small chance that some orphan records
could be left in the database if the processing of the received survey
spanned midnight. This should have no impact.
For example, to remove all the Survey records that are older than
September 2, 2005, use the following commands in this order:
pdm_extract -f "select * from Survey where last_mod_dt < DATE '2005-09-02' " > survey_old.dat
pdm_load -r -f survey_old.dat
pdm_extract -f "select * from Survey_Question where last_mod_dt < DATE '2005-09-02' " >
survey_question_old.dat
pdm_load -r -f survey_question_old.dat
pdm_extract -f "select * from Survey_Answer where last_mod_dt < DATE '2005-09-02' " >
survey_answer_old.dat
pdm_load -r -f survey_answer_old.dat
Run Service Desk Migration
This section describes the migration process for SQl or Ingres database from
Unicenter Service Desk 6.0 to Unicenter Service Desk r11. Unless stated
otherwise, you must run all procedures on the primary server and on any
secondary servers.
Follow the Unicenter Service Desk installation procedure for your operating
environment as explained in this guide. The process detects that this is an
upgrade installation, backs up all files to the $NX_ROOT/migrate/tor11/prer11
directory, and installs new files.
When installation finishes, migration wizard is launched automatically.
Additionally, you can bring up the migration wizard by running the following
command:
Windows
NX_ROOT\bin\migrate_to_r11.vbs
Linux
NX_ROOT\bin\migrate_to_r11.sh
Migration Interview
Before migration a number of queries are performed regarding the database
connectivity information for both the source and target databases. The Ingres
connectivity is accessed through created Ingres vnodes based on the
information supplied during the interviewing.
To complete the migration interview, follow these steps:
1.
Click Next on the Unicenter Service Desk Migration Wizard Welcome
window.
The Source Connectivity window appears.
2.
Enter the source database details and click next.
The Target Connectivity window appears.
Note: Use the OS logged in user name and password as the Target
Database (Ingres) user name and password.
3.
Enter the target database details and click next.
The Tomcat Port window appears.
4.
Enter the port number and click next.
Note: Tomcat Port is used for attachment document repository servlet
port information. Specify the same Tomcat Port number when asked
during the configuration that you specified during the migration process. If
they are different then you edit the port number for the Document
Repository after configuration in order for it to be accessible for use.
The Check Prerequisites window appears, which validates Database
Connectivity and API registration based on the information provided in the
previous steps.
At this stage a check in also done on the disk space and the memory. The
wizard prompts a Recommended Disk Space Window.
5.
Click Browse to select a new location or click OK.
The Knowledge Tool Migration inquire is launched.
Note: The Knowledge Tools migration is brought up automatically by the
migration wizard, if it is on the r11 system. Otherwise the files output from
the Knowledge Tools Migration (see page 204) should be moved to the r11
system.
6.
Click on Finish.
This completes the final configuration for the r11 settings and the actual
migration process starts.
Migration Process
Initially the migration wizard runs a validation to check the data sources to
determine its smooth progression. Once the validation is completed the
migration is done in four phases and the status window is updated as the
migration progresses. A migration.log file is created in $NX_ROOT/logs
directory.
Note: During migration you may see errors in the stdlog regarding recurring
animator missed firings. These errors are due to the fact that the system is
down during migration and are normal errors.
The user interface allows the user to start, stop and restart the migration.
However, when you stop the migration there are some places when the
process does not stop immediately, and runs until after a set of steps are
completed. The migration allows restart ability by recording each successful
step and phase within the migration.properties file.
Once the migration is done the wizard launches the Unicenter Service Desk
Configuration window. For more information about server configuration, see
Configure the Server for the appropriate platform.
If you need to re-run the Unicenter Service Desk migration you will not be
interviewed unless you rename the following files before running the migration
wizard:

$NX_ROOT\site\migration.properties

$NX_ROOT\Mig60ToR11\migration_phase1.properties

$NX_ROOT\Mig60ToR11\migration_phase3.properties
Note: If you need to re-run migration you will need a clean install of the
database.
Phase 1: Extracting Data
In this phase the migration tool performs the following actions:

Extracts all the rows from Source database into xml files. The extraction
includes all the modifications: the additional columns in existing tables and
the new tables that have been created and defined to Unicenter Service
Desk.

Validates a new schema and make modifications to the r11 MDB.

Adds new columns and tables, if necessary.
Phase 2: Converting Data
In this phase the migration tool performs the following actions:

Reads and re-arranges information from the XML files, generated in
Phase1, based on R11 database structures.

Resets all necessary foreign keys as primary keys that have changed in
the r11 MDB.

Replaces ID's used in 6.0 database, when necessary, with UUID's used in
the R11 database.
Once these changes are made the tool generates the XML data files.
Phase 3: Inserting Data
In this phase the XML data file generated in Phase 2 is parsed, and the data is
loaded all of the data into the r11 MDB.
Phase 4: Loading Scripts
In this phase the required scripts are loaded and updated to the r11 system.
Knowledge Tools migration components are designed to be deployable to a
Knowledge Tools 6.0 system and run remotely from the Unicenter Service
Desk migration, or run locally to the Unicenter Service Desk migration.
Knowledge Tools migration information is also gathered during the interview
stage. If the Knowledge Tools migration is local it is brought up automatically
by the migration wizard.
Using Ingres as Knowledge Tools Database
If the Knowledge Tools database is Ingres then perform the following steps
before starting the Knowledge Tools migration utility:
1.
Create the following directory structure:
=> %NX_ROOT%\migrate\tor11\prer11
2.
Create a text file named "NX.env".
3.
Edit the NX.env text file and add the following line:
=> "@II_SYSTEM='Your base ingres 2.6 location goes here'
(example: "@II_SYSTEM=C:/IngresII")
4.
Run the migration.
Knowledge Tools Migration from a Remote Machine
To migrate Knowledge Tools 6.0, in the remote situation, follow these steps:
1.
Run the migration wizard on the Unicenter Service Desk r11 server.
2.
Complete the Knowledge Tools interview, which will instruct you where to
place the Knowledge Tools migration files.
3.
Copy the KTMig60ToR11 directory from the Unicenter Service Desk r11
installation media to the Knowledge Tools 6.0 server.
4.
Register the CRMR11ENU.dll located in KTMig60ToR11 directory using the
regsvr32 command. For ex: If the folder in step 1 is located under the C:\
drive, type the following command:
regsvr32 C:\KTMig60ToR11\CRMR11ENU.dll
5.
Double click on the R11Migration .exe located in the KTMig60ToR11
directory.
6.
Enter the Server, Database, Login ID and Password details under Data
Source.
Note: The login ID and Password of the database owner must be given for
successful Migration.
7.
Enter the details in the following, as appropriate:

8.
Migrate document FAQ rating/voting data for the last xxxxx days
refers to the bu_trans table.
Migrate audit data for the last xxxxx days refer to the ci_asked_ques,
ci_audit_trails and ci_audit_trail_data tables.
Select the following:

"Remove the KT 6.0 shortcuts" and "Redirect the KT 6.0 urls to the
new installation at" and enter the url for the new Service Desk
installation to which the KT 6.0 urls should be redirected after
migration.
"Migrate the user's passwords to the default PIN field for users with"
options as appropriate to migrate KT 6.0 user passwords to r11.
Note: This option is available only for KT stand alone migration.
9.
Click Start
The migration process begins.
10. Upon completion, copy the KTMigrationFiles folder to the destination
indicated during the Knowledge Tools interview.
11. Complete the Unicenter Service Desk/Knowledge Tools r11 migration.
Once the Knowledge tools and the Unicenter Service Desk migrations are
completed run the following Knowledge Tools reindexing command:
NX_ROOT/bin/pdm_k_reindex.exe
Stand Alone Knowledge Tools Migration
For Migration of non-integrated Knowledge Tools to Unicenter Service Desk
R11, follow these steps:
1.
Install and configure Service Desk r11 on the system. Restart the
machine.
2.
Confirm Unicenter Service Desk Server services are stopped, and Windows
Services manager is not up (required for Windows 2000).
3.
Manually invoke the migration utility from
$NX_ROOT\bin\migrate_to_r11.vbs.
4.
Follow the instructions in the Migration Wizard to complete the KT only
migration process.
Note: In some situations, the migration process may fail with a "Schema
Validation" error.
If the migration process fails, follow these steps:
1.
From the command line, run "pdm_configure -m". Wait 3 minutes for it to
complete (there will be no indication of completion).
2.
Manually invoke the migration utility from
$NX_ROOT\bin\migrate_to_r11.vbs.
3.
Follow the instructions in the Migration Wizard to restart the migration
process where it left off.
Knowledge Tools Migration Concerns
This section lists the Knowledge Tools migration concerns that you should be
aware of during migration:
1.
The errors that may occur during the extraction phase of Knowledge Tools
6.0 data into XML files are logged in MigrationKT.log. The log file is located
in the $NX_ROOT\Mig60ToR11\phase2_kt directory when Knowledge Tools
is on the same system as Unicenter Service Desk. The log file is located in
the Mig60ToR11\KTMigrationFiles directory, if Knowledge Tools (or the
Keyword Search) data is on a different system.
2.
If you cancel migration extraction while it is running, the process will run
to a checkpoint, record the log and then halt. This will allow for rollback if
the process is terminated catastrophically.
3.
The Knowledge Tools “CRM_CONTACTS" table is migrated in a Knowledge
Tools stand-alone migration, when Knowledge Tools is not integrated with
4.
After the Knowledge Tools migration is done, to enable the embedded
images inside documents you need to copy the KT 6.0 images library
directory, usually the UploadedImages directory, to
$NX_ROOT/bopcfg/www/wwwroot.
5.
The Knowledge Tools 6.0 administrator settings for Allow Users to Submit
Knowledge will not migrate to R11. Instead, the administrator can define
Allow Document Creation setting for each access type in the access type
form. The default value will be to allow for all access types.
6.
The Knowledge Tools 6.0 custom field names are not migrated to r11.
7.
The following two new tags have been added to the document template in
r11:

Related Tickets

Properties
If the default order of the tags has not been changed via the HTML editor
in 6.0 the migration will place the new tags between the Related
Categories and Comments tags. If the order of the tags has changed in
6.0, the new tags will be added at the end of the template after migration.
Change Impact Analyzer Migration
Change Impact Analyzer Migration
The configuration changes made with the pdm_edit utility are not migrated to
Unicenter Service Desk r11. Run pdm_edit to redo your configuration changes,
if you are not using the default configuration.
The following are the Change Impact Analyzer post-migration tasks:
1.
The configuration changes made to the Change Impact Analyzer daemon
are not migrated. Run pdm_edit to define the Change Impact Analyzer
daemon.
2.
If you have upgraded to NSM WorldView r11:

3.
Click the Change Repository Login button and reset the User-Id and
Password. Click Test Repository Login to verify the credentials and
update the real-time daemon cache.
If you are using NSM 3.x:

4.
Review the defined Logical Repositories. You may define a new
WorldView Logical Repository for the Change Impact Analyzer
integration to use. The Repository field and the NSM Credentials of the
Change Impact Analyzer Repository records must match the
WorldView Logical Repository definitions. These values are casesensitive.
Review the Repository fields of the Change Impact Analyzer Repository
records and verify that they match the hostname of the server hosting
NSM 3.x. These values are case-sensitive.
Click the Change Repository Login button and reset the User-Id and
Password. Then click Test Repository Login to verify the credentials
and update the real-time daemon cache.
Review the Asset Class – Change Impact Analyzer Class mappings. This is
especially important if you have upgraded NSM because class definitions
may have changed. Each Asset Class contains a field that allows you to
select a corresponding Change Impact Analyzer Class. You can set these
manually or use the pdm_nsmbmcls and pdm_nsmclass utilities. If you
use these utilities, review the nsmclsmap.dat file first.
Post Migration Steps
Once the migration is completed, you may need to perform some or all of
these tasks:
Note: The Unicenter Service Desk Services should be running when you
perform these tasks.
1.
You need to register assets that were migrated from the Unicenter
ServicePlus Service Desk 6.0 system. Run the Unicenter Service Desk
configuration, pdm_configure. To register the assets run the
pdm_reg_assets -fv command.
This registration can be run with users accessing the system without
problems. Depending upon the number of assets migrated; the
registration process may take considerable amount of time. You can cancel
the process at any point and start it again, and it will restart registration
from where it last left off. If records are skipped during the first run
because the asset was being edited by another user, you can re-run the
registration process.
2.
If you are using Web Director in Unicenter ServicePlus Service Desk 6.0
you need to run pdm_edit to reset your Web Director parameters after
running migration for registration to pick up the skipped assets.
3.
If Shared File repositories existed on the database (for attachments), the
Administrator needs to update them based on the following guidelines
prior to accessing them for upload or download:

If the share resides on a server that runs Unicenter Service Desk r11,
then specify the local path to the physical directory in the Upload Path.
If the share resides on a server that does not run Unicenter Service
Desk r11, then it needs a dedicated (letter) drive mapping on a server
that runs Unicenter Service Desk r11. This permanent mapped path
should be specified as the Upload Path on the repository record. The
user will no longer need to map to the shared drive, only the server
will require access.
Note: Mapped drive repositories are not supported on WIN2003.

Unicenter Service Desk r11 does not support UNC file names. You
must manually update the repository record after the migration.
Note: Repositories defined on servers other than the Primary will have to
be validated after migration is completed. These servers should have a
secondary server set up on them. Repositories defined on the Primary
server will be set correctly.
4.
Once migration is complete, you need to login as a contact that is using
the out-of-box Administrator access type. You need to manually edit all
Access type records that were created in Unicenter ServicePlus Service
Desk 6.0. The Service Desk Analyst, Service Desk Administrator,
Knowledge Manager and Knowledge System Administrator entries on the
Web Interface tab need to be set as appropriate for using the Access type
records.
5.
In order to improve Ingres Database Performance for Knowledge Tools,
run the following command
bop_cmd -f reorg.frg "reorg()"
This will reorganize the tables and recreate all indexes. This will take a
while. Once the execution is complete issue the following command
ktoptdb
This will optimize the database on Knowledge Tool tables.
It is recommended to run optimize DB after migration and also after
importing large number of documents, especially on following tables:

optimizedb -zk -umdbadmin mdb -rskeletons

optimizedb -zk -umdbadmin mdb -rindex_doc_links

optimizedb -zk -umdbadmin mdb -rebr_fulltext

optimizedb -zk -umdbadmin mdb -rebr_fulltext_adm
6.
If you are migrating from a release earlier than Unicenter ServicePlus
Service Desk 6.0 note that the format of the val_fieldupdate_site() trigger
has changed. Review the examples in
$NX_ROOT\samples\call_mgt\chg_site.mod, cr_site.mod and
iss_site.mod. This trigger can be used to automatically log changes to
user-defined fields in the ticket's Activity Log. If you have an adaptation
that uses this trigger, review your coding and adjust as necessary to
ensure proper operation and prevent error messages in the logs.
7.
Once the Knowledge tools and the Unicenter Service Desk migration is
completed run the following Knowledge Tools reindexing command:
NX_ROOT/bin/pdm_k_reindex.exe
8.
Unicenter ServicePlus Service Desk 6.0 forms that include where clauses
may not work properly after a migration. When using where clause in the
htmpl file, it requires to have the character, “U”, in front of the UUID type
id, for example:
<PDM_LIST PREFIX=list WHERE="ANALYST_ID=U'$cst.id'" FACTORY="USP_PREFERENCES">
This, modified, PDM_LIST statement shows a list of the user preference
records owned by the login user.
9.
Any code written in the Service Desk 6.0 sitemods.js that is called from an
htmpl page must be merged into the Service Desk r11 sitemods.js before
the code will work.
10. After migration, you will be not be able to access the Web Interface as any
user associated with an Access Type not delivered in your Service Desk
6.0 server. To enable web access for these Access Types, log into the Web
Interface as a user with Administrator access, select the Administration
tab, and enable the appropriate check boxes on the Web Interface and
Knowledge Tools tabs.
11. The HTML formatted Activity Notification Message Templates that can be
used with email notifications are new in Unicenter Service Desk r11. These
HTML Message Templates are installed during Unicenter Service Desk r11
installation but are not installed during migration from Unicenter Service
Desk 6.0. If the recipient's email reader supports HTML, it will show the
HTML message rather than the plain text message. If you have customized
your Message Templates, your customizations will not be included in the
new HTML templates.
These HTML Message Templates are supplied in files, and can be loaded if
you would like to use them. The files are located in the
$NX_ROOT\samples\data directory:
Files
Message Templates
html_ntf_chg.dat
Sample HTML Message Templates for Change Orders
html_ntf_cr.dat
Sample HTML Message Templates for Request
html_ntf_iss.dat
Sample HTML Message Templates for Issues
html_ntf_itil.dat
Sample HTML Message Templates for Requests, Problems
and Incidents for ITIL installations
Before loading these templates, it is recommended that you backup the
following tables containing your existing Message Templates:

pdm_extract –f Act_Type > aty_backup.dat

pdm_extract –f Spell_Macro > macro_backup.dat
The new files can then be loaded. For example pdm_load –f
html_ntf_chg.dat.
12. After migrating to Service Desk r11, if you had a custom.ver version
control file in Service Desk 6.0, you must remove the file and create a new
custom.ver file for Service Desk r11.
Unicenter Service Desk Migration Concerns
This section lists the Unicenter Service Desk migration concerns that you
should be aware of during migration:
1.
Foreign Keys (SRELs) that reference tables, whose primary key is now a
UUID, are changed from integer type to UUID type (or BYTE 16).
2.
The MDB provides a consistent database schema for a wide variety of IT
management data. During the development of the MDB, data elements
from the previous version of Unicenter Service Desk and Unicenter Service
Desk Knowledge Tools were incorporated into this schema. The size of the
data elements may increase and consequently the increase in the overall
database size. However, if you have increased the size of the standard
data elements beyond the column width defined for the MDB, there may
be some data truncation in these elements during the migration process.
Messages are issued to identify any truncation during migration.
3.
Referential integrity issues detected by the migration program when
attempting to reset foreign keys will result in errors in the migration.log
file and the associated foreign key is set to a pre-defined valid reference.
4.
Unicenter Service Desk r11 includes a redesigned File Attachment
component. After a migration any previously existing repositories and file
attachments will still be accessible except in the following case. Shared file
repositories will only be accessible if the repository daemon is running on a
machine that can access the shared file. This means that the server name
on the repository record (detail form) must be a Windows machine that
has access to the share. A Unicenter Service Desk repository daemon must
also be running on the machine.
Note:
After a migration the process of downloading attachments differ depending
upon when they were attached. Existing attachments (uploaded prior to a
migration) will be downloaded, that must be unzipped before you can view
them. Any attachments uploaded via Unicenter Service Desk r11 client
interface, will be unzipped before being downloaded and are viewable
immediately.
5.
For more information regarding the Unicenter ServicePlus Service Desk
6.0 database tables that have moved to newly named tables, and the
column names that have been changed in Unicenter Service Desk r11, see
Appendix "Changes to Database Schema" in the Release Impact Guide.
This information is necessary for users that have written custom reports
accessing these tables.
6.
Migration to Unicenter Service Desk r11 will retain the customizations on
the forms from Unicenter ServicePlus Service Desk 6.0. However, you will
not see the new Unicenter Service Desk r11 functionality on the migrated
customized forms.
If you need the Unicenter Service Desk r11 functionality and like to
preserve your customizations, you will have to redo the customizations on
a base Unicenter Service Desk r11 form which has the new functions.
If you wish to upgrade to Unicenter Service Desk R11 from an earlier
version than Unicenter ServicePlus Service Desk 6.0, you will need to first
upgrade to Unicenter ServicePlus Service Desk 6.0 and then to Unicenter
Service Desk r11. In this case too migration retains the customizations in
Unicenter ServicePlus Service Desk 6.0 and you need to redo the
customizations on a base 6.0 form, if you need the new functionalities and
retain the customizations.
7.
Hyphens in Knowledge Document may not migrate properly.
Migrating from a Case Sensitive Database
If you are migrating from a case sensitive database, query your database prior
to r11 migration to identify if you have duplicate values in any of the unique
index key columns arising due to the case differences.
Although the Unicenter Service Desk r11 database schema differs from the
Unicenter ServicePlus Service Desk 6.0 database schema, you should be able
to locate potential duplicates by identifying the indexes in your 6.0 database
which contain unique key columns, and then running queries against those
which you suspect may contain duplicate key values. The duplicates should be
removed prior to migration to avoid indexing errors.
Note: If duplicates are found before migration, you should modify the
Unicenter ServicePlus Service Desk 6.0 database to remove these duplicates
before starting migration. If duplicates are found during migration, you should
modify the r11 database to remove the duplicates and then create the index
which failed, using the syntax provided in the migration error message.
Viewing Index List in 6.0
Depending on the type of database, use one of the following syntaxes to view
a list of Unicenter ServicePlus Service Desk 6.0 indexes which contain unique
key columns:
For Ingres Server:
SELECT t.table_name, i.index_name,
c.column_name, c.key_sequence
from iiindexes i, iiindex_columns c, iitables t
WHERE i.index_name = c.index_name and i.index_name = t.table_name
AND i.unique_rule = 'U'
and i.system_use = 'U'
order by t.table_name, i.index_name, c.key_sequence
For Sql Server:
SELECT o.name AS TableName, i.name AS IndexName, c.name AS ColumnName, k.keyno AS 'Position'
FROM sysindexkeys k LEFT OUTER JOIN
sysobjects o ON k.id = o.id LEFT OUTER JOIN
sysindexes i ON k.id = i.id AND k.indid = i.indid LEFT OUTER JOIN
syscolumns c ON k.id = c.id AND k.colid = c.colid LEFT OUTER JOIN
sysfilegroups fg ON i.groupid = fg.groupid
WHERE (i.indid > 0) AND (o.type = 'U') AND (i.indid <> 0) AND (i.indid <> 255) AND (o.name NOT IN
('dtproperties')) AND (i.status = 2)
ORDER BY o.name, i.indid, i.name, [Position]
Once you have identified indexes which have duplicates, use the syntax
described in the following example to list any duplicates found for a specified
index and column name(s).
Example for the code column in the chgcat table:
SELECT *
FROM chgcat
WHERE (UPPER(code) IN
(SELECT upper(code)
FROM chgcat
GROUP BY upper(code)
HAVING (COUNT(UPPER(code)) > 1)))
Removing Duplicate Key Values after Migration
If you have already run the migration, and received errors indicating that an
index could not be created due to duplicate key values, use the syntax as
described in the following example to locate duplicate keys in your Unicenter
Service Desk r11 database.
select *
from chgcat
where upper(char(code)) in
(select upper(char(code))
FROM chgcat
GROUP BY upper(char(code))
HAVING (COUNT(UPPER(char(code))) > 1))
Copy Customized htmpl file from Service Desk 6.0
Some of the Unicenter ServicePlus Service Desk 6.0 files are no longer used in
the Unicenter Service Desk R11. However, they are required for displaying
htmpl files customized in Unicenter ServicePlus Service Desk 6.0. These files,
after migration, need to be manually copied to specific Unicenter Service Desk
R11 directories, so they can be loaded and used by the web interface.
The following steps list the directories from where the files are to be copied
and moved to:
1.
2.
Copy the following list of files from Unicenter ServicePlus Service Desk 6.0
NX_ROOT/migrate/tor11/prer11/bopcfg/www/htmpl/web/analyst to
Unicenter Service Desk r11
NX_ROOT/bopcfg/www/htmpl/web/analyst/legacy

ci_search.htmpl

detail_cr_prp_edit.htmpl

detail_crkn.htmpl

detail_iss_prp_edit.htmpl

detail_mfr_ro.htmpl

detail_vp.htmpl

do_svy.htmpl

list_mfr.htmpl

list_vp.htmpl

nr_prop_tab.htmpl

svy_thanks.htmpl

tour_content.htmpl

tour_frames.htmpl

view_svy.htmpl

xx_alg_tab.htmpl

xx_resln_tab.htmpl
NX_ROOT/migrate/tor11/prer11/bopcfg/www/htmpl/default to Unicenter
Service Desk r11 NX_ROOT/bopcfg/www/htmpl/default/legacy

help_frameset.htmpl

cst_ci_search.htmpl

loginerr.htmpl
3.
Copy the following file from Unicenter ServicePlus Service Desk 6.0
NX_ROOT/migrate/tor11/prer11/bopcfg/www/macro to Unicenter Service
Desk r11 NX_ROOT/site/mods/www/macro

4.
kt_search_str.mac
NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/html to Unicenter
Service Desk r11 NX_ROOT/site/mods/www/wwwroot/html

cst_menubar.html
Note: The customization in the html file needs to be merged to R11. Keep
the customized html file under html directory can cause problem.
5.
NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/css to Unicenter
Service Desk r11 NX_ROOT/site/mods/www/wwwroot/css

6.
tour.css
NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/img to Unicenter
Service Desk r11 NX_ROOT/site/mods/www/wwwroot/img

bg_lines_dark.gif

bg_lines_medium.gif

bg_lines_light.gif

ca_sheet.gif

button_middle.gif

button_middle_down.gif

button_middle_active.gif

button_left_down.gif

button_left.gif

button_right.gif

button_right_active.gif

button_right_down.gif

button_left_active.gif

pb_blank.gif

pb_vert.gif

corner.gif

button_middle_ns.gif

pb_folder.gif

books04.gif

ca_logo_black.gif

nsm_banner.gif

sdo_banner.gif

about_top.jpg

amo_banner.gif

kt_banner.gif

tour_lines.gif

tour_feature.gif

tour_page.gif

tour_bottombanner.jpg

tour_topbanner.jpg
Incompatible htmpl Files
Some of the Unicenter ServicePlus Service Desk 6.0 htmpl files are not
compatible with the Service Desk R11 htmpl files. These files need to be
removed from the following the Unicenter ServicePlus Service Desk 6.0
customization directories:

NX_ROOT/site/mods/www/htmpl/default

NX_ROOT/site/mods/www/htmpl/web/analyst

NX_ROOT/site/mods/www/htmpl/web/employee

NX_ROOT/site/mods/www/htmpl/web/customer
The following is the list of incompatible files, which need to be removed:

ahdtop.htmpl

std_head.htmpl

std_body.htmpl

std_footer.htmpl

login.htmpl

menu_frames.htmpl

top_splash.htmpl

reports.htmpl

styles.htmpl

xx_attmnt_tab.htmpl

upload_file.htmpl

detail_attmnt_edit.htmpl

upload_success.htmpl

load_properties.htmpl

imgbtndata.htmpl

load_wait.htmpl

scoreboard.htmpl

detail_nr.htmpl

list_nr.htmpl
Note: These files may or may not appear in the directories mentioned above.
Install/Remove Migration Views
Update Code
The Unicenter Service Desk 6.0 attachment code does not work in the
Unicenter Service Desk R11 installation since code for the attachment feature
in R11. In order to make the new attachment work in the Unicenter Service
Desk 6.0 customized htmpl files, for example, detail_cr.htmpl,
detail_chg.htmpl, and detail_iss.htmp, the following htmpl code needs to be
replaced with the new Unicenter Service Desk R11 htmpl code.
Unicenter Service Desk 6.0 code:
<PDM_TAB FILE="xx_attmnt_tab.htmpl" NAME="Attachments" NEW_ROW=Yes>
Unicenter Service Desk R11 code:
<INPUT TYPE=hidden NAME="NEW_ATTMNTS" ID="NEW_ATTMNTS">
<PDM_TAB ID=attmnt
SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=cr+PERSID=$args.persistent_id"
NAME="Attachments" height=300></pdm_tab>
Install/Remove Migration Views
To allow users continue working with customized reports, you have the option
of installing a set of views that mimic the tables that were replaced by ca_xxx
(or common tables) in the mdb. These views allow you using ODBC to
continue to work without modification. These views are not required for
reports delivered with Unicenter Service Desk. The view definitions are stored
in NX_ROOT/samples/views/ingres/IngresCreateMigViews.sql.
To install the views, issue the following command:
sql -umdbadmin mdb < IngresCreateMigViews.sql
To remove the views, once customized reports have been converted to, access
the new CA-MDB tables and issue the following command:
sql -umdbadmin mdb < IngresDropMigViews.sql
Messages During Migration
This section lists specific information that you should be aware of during
migration.
Errors in Data Extraction Phase
Phase1 ### XML write error while extracting from table table_name
Additional debugging messages should follow this error message. Provide
this information to technical support.
Errors in Data Reset Phase
04/08 06:28:54.875 ERROR ctct 128 Cannot locate USA in ca_country
table
This error occurs when migrating a contact record. The record in 6.0 had a
value in the country column USA which the migration attempted to match
with what is defined in the ca_country table and failed.
Errors in Data Loading
DropIndex ### ca.gcf.util.SqlEx: ALTER TABLE DROP CONSTRAINT:
constraint 'constraint_name' does not exist
This error occurs when migration attempts to drop an index which does
not exist. During the execution of the migration failed to add the index.
Ignore this error.
LoadTable ### org.xml.sax.SAXParseException: Content is not
allowed in trailing section
This error indicates that an xml file created by migration is invalid, and it
stops the further processing for the table. The SAXParseException details
"Content is not allowed in trailing section" may vary from this example.
This is a serious error. Contact technical support.
LoadTable 404 ca.gcf.util.SqlEx: Duplicate key on INSERT detected
This error occurs when there is a unique Primary key which is being
violated by attempting to insert a row with a duplicate key. The preceding
messages will identify the row that migration was attempting to insert.
LoadTable ### ca.gcf.util.SqlEx: Cannot INSERT into table
'"table_name1"' because the values do not match those in table
'"table_name2"' (violation of REFERENTIAL constraint
'"constraint_name"')
This error indicates that the step which drops the indexes was
unsuccessful. Unicenter Service Desk r11 contains referential constraints
which were not imposed in Unicenter ServicePlus Service Desk 6.0. This
means that in order to insert a row in the database, rows must already
exist in the referenced table. This error should not occur because
migration drops all referential indexes prior to loading the data. Review
the migration log for additional error messages and contact technical
support.
LoadTable ### ca.gcf.util.SqlEx: line 1, You cannot assign a value of
type 'long nvarchar' to a column of type 'nvarchar'. Explicitly convert
the value to the required type
This error indicates that a migration step was skipped. Contact technical
support.
LoadTable ### java.io.UTFDataFormatException: Invalid byte 1 of 1byte UTF-8 sequence
This error indicates that your data contains characters which are not
supported by XML. Migration currently supports invalid XML/UTF-8
characters within the range X'0000' thru X'001F', as well X'007F, which
may be contained within your data as ASCII control characters. Contact
technical support if you receive this message.
LoadTable ### ca.gcf.util.SqlEx: Table 'table_name' does not exist or
is not owned by you
LoadTable ### Can not find column column_name in table
table_name
LoadTable ### Processing has stopped for this table because the
target database does not contain the column noted in the above
message
These errors may occur if migration has difficulty processing user-defined
tables or columns. Please contact technical support if you encounter these
error messages.
LoadTable ### ca.gcf.util.SqlEx: No value specified for mandatory
column 'column_name'
This error occurs when migration attempts to insert a row which does not
have a value for a column that is mandatory in Unicenter Service Desk
r11. Data in the previous informational message will assist in locating the
row which is causing this error.
AddIndex ### ca.gcf.util.SqlEx: INDEX: table could not be indexed
because rows contain duplicate keys
This error occurs when the rows loaded by migration contain duplicate
values for the key, while a secondary index has a unique key constraint.
There are two reasons for this error.

If Unicenter ServicePlus Service Desk 6.0 database already contained
duplicate keys.
If Unicenter ServicePlus Service Desk 6.0 database contained
references to invalid keys which no longer exist. These invalid
references are identified and logged in Phase 2.
Phase 2 creates a “Migration Generated Entry” in the referenced table so
that the reference is no longer invalid. To avoid excessive generation of
these “migration” rows, in many cases, but not all, only one such row is
created for a particular table, even though more than one value may have
been invalid. This situation can lead to the duplicate key error message.
For example, you may receive this error for the hier_x0 index if there were
multiple invalid parent or child references pointing to a single “Migration
Generated Entry” row. Refer to the informational message directly above
this error for details about the index and its keys. Use this information and
the Invalid SREL (foreign key) messages from Phase 2 to query the
Unicenter Service Desk r11 database to identify duplicate key values. It is
important to correct these duplicates so that the index can be added. For
Beta2, use sql to add the index, using the syntax provided in the log
message, after the error is corrected.
AddIndex ### ca.gcf.util.SqlEx: Could not add a REFERENTIAL
CONSTRAINT. Some rows in table 'table_name1' do not have
matching keys in table 'table_name2'
This error occurs when tables fail to load completely when migration
attempts to add the referential constraints. Unicenter Service Desk r11
includes referential constraints which did not exist in Unicenter ServicePlus
Service Desk 6.0. In addition, there are some columns in the Unicenter
Service Desk r11 database whose values will default to "0" if no value is
supplied. For example, the resource_class column in the
ca_owned_resource table. If one or more of Unicenter ServicePlus Service
Desk 6.0 Network_Resource rows did not include a value for
resource_class, and you do not have a General_Resource_Class row for id
= 0, you will receive this error. Use the information provided in the
preceding message to identify the index column(s) in error. It is necessary
to correct these references so that the index can be added. For Beta2, use
sql to add the index, using the syntax provided in the log message, after
the error is corrected.
AddIndex ### java.sql.SQLException: [Microsoft][SQLServer 2000
Driver for JDBC][SQLServer]There is already an index on table
'table_name' named 'index_name'
This error, as identified in the log messages which precedes this message,
indicates that migration is attempting to recover from a prior execution of
migration, which failed in the middle of the step while adding the indexes.
You may receive this duplicate error because some of the indexes had
already been added. Ignore this error.
Appendix B: Portal Installation
This appendix discusses how to access Unicenter Service Desk components
through Unicenter Management Portal and CleverPath Portal. Use the
procedures in this appendix if you have Unicenter Management Portal or
CleverPath Portal installed on your system and want to access Unicenter
Service Desk through it. If you wish to setup SSL follow the instruction in
section "Configure Service Desk and Portal to use SSL.
Note: The Unicenter Management Portal and CleverPath Portal are not shipped
with Unicenter Service Desk, and must be purchased and licensed separately.
This appendix contains only the most basic information to access Unicenter
Service Desk through Portal Administration. For detailed information, see the
CleverPath and Unicenter Management Portal Server Administration Online
Help.
Verify Service Desk Web Interface Accessibility
After Unicenter Service Desk is installed on a system, make sure that you can
access the web interface through tomcat server. For Portal Integration to
work, the Unicenter Service Desk Web Interface must be accessible through
tomcat.
Note: For Unicenter Service Desk LINUX server installation the
LD_LIBRARY_PATH must be set to $NX_ROOT/sdk/lib.
Install and Start the Portal
Install the Portal on a system different from the Unicenter Service Desk
system or on the same one on which Unicenter Service Desk is installed.
Note: When you start the portal server, an active program runs in a separate
command prompt window. You can minimize this window but do not close it. If
you do, the portal server shuts down.
Portal Installation 227
Install and Start the Portal
Start Portal on Windows

To start the CleverPath portal on Windows 2000/2003 systems, choose
Programs, CA, CleverPath, Portal, Portal Startup from the Windows Start
menu.

To start Unicenter Management Portal on Windows 2000/2003 systems,
choose Programs, Unicenter NSM, Portal , Portal Startup from the Windows
Start menu.
Start Portal on UNIX
To start the portal on UNIX systems, run ./portal.sh from the shell command
line in the directory in which you installed the portal server.
To connect to the portal server, open a web browser, and enter the following
URL in the location or address field:
http://<servername>:<port#>/servlet/portal
where:
<servername>
Specifies the server name (or IP address) of the portal server.
<port#>
Specifies the port number that the portal server monitors. You specified
the port number during portal server installation. The default port is 8080.
Include Portlets
Include Portlets
To include Unicenter Service Desk portlets in the portal:
1.
Log onto the Unicenter Service Desk and click Search from the Options
Manager on the Administration tab.
The Options List window appears.
2.
Click on Portal_Safe_List.
The Portal_Safe_list Detail window appears.
3.
Enter the machinename:portnumber where the portal was installed in
the Options Value Field. For more information on what this option does,
see the online help.
4.
Click Install.
5.
Restart Unicenter Service Desk daemon.
6.
Login to the portal as an administrator.
7.
Create a user which is valid Unicenter Service Desk User. For more
information on how to create a user, see the portal documentation.
Note: The password used while creating this user in the portal could be
different from the password used by this same user to log into Unicenter
Service Desk as Unicenter Service Desk authenticates the users for this
integration using a combination of the following, username, a valid portal
session and the portal install value if it exits in the PORTAL_SAFE_LIST
option.
8.
Select Knowledge from the main Portal menu bar.
The Knowledge page appears.
9.
Select Library from the left pane Knowledge bar.
The Library tree appears in the left pane.
10. Select (or create then select, if necessary) a folder in the Library tree,
then choose Publish File from the right pane Knowledge bar.
The Publish File form opens.
11. Type the following Unicenter Service Desk portlet URL in the Content text
box on the General Information tab:
http://hostname:portnumer/CAisd/PortalServlet?USERNAME=$USER.username$&PORTALSESSION=$S
ESSION$&PORTALINSTALL=portalhostname:portalportnumber
Note: Substitute hostname:portnumber in the URL with the name and
port of the web server on which Unicenter Service Desk resides.
Substitute portalhostname:portalportnumber in the URL with the name
and port of the web server on which Portal resides.
12. Type Unicenter Service Desk in the Title text box.
Configure Service Desk and Portal to use SSL
13. Click Advanced.
The Advanced properties page of the Publish File form displays.
14. Type portal/variable-url in the Content (mime) Type field and click
Publish.
The published contents appear in the selected Library folder.
15. Configure the Workplace to show this portlet.
16. Log out and login as the newly created user. You should be automatically
logged onto Unicenter Service Desk in the portlet you just created without
logging on again.
Note: While running Service Desk in the portlet, the preference, Avoid
Popups, is not available in the Preference page and a popup window is always
used regardless of the setting of the preference.
Note: For production purpose it is always advisable to obtain a certificate from
a trusted certificate authority.
Before you begin configuration check if the integration works without SSL
setup. Follow the steps in Include Portlets section.
Setup SSL using a self-signed certificate
To set up the Unicenter Service Desk Portal Integration using a self-signed
certificate, follow these steps:
1.
At the command line, enter:
%JAVA_HOME%\bin\keytool -genkey -alias tomcat -keyalg RSA
Answer the prompts appropriately and enter 'changeit' as the password for
both password prompts (you'd have other configuration steps if you use a
different password).
This sets up the certificate.
2.
Edit the server.xml file located in:
$NX_ROOT/bopcfg/www/CATALINA_BASE/conf
3.
Uncomment the following section and save:
<!-<Connector className="org.apache.coyote.tomcat4.CoyoteConnector"
port="8443" minProcessors="5" maxProcessors="75" enableLookups="true" acceptCount="100"
debug="0" scheme="https" secure="true"useURIValidationHack="false" disableUploadTimeout="true">
<Factory className="org.apache.coyote.tomcat4.CoyoteServerSocketFactory"
clientAuth="false" protocol="TLS" /></Connector>
-->
4.
Add keystoreFile attribute to server.xml. (When you run the command in
step 1, a .keystore file gets created in the user's home directory. Add the
reference to the keystoreFile attribute and Save the file. Your server.xml
should look as follows.
<Connector className="org.apache.coyote.tomcat4.CoyoteConnector"
port="8443" minProcessors="5" maxProcessors="75" enableLookups="true" acceptCount="100"
debug="0" scheme="https" secure="true" useURIValidationHack="false" disableUploadTimeout="true">
<Factory className="org.apache.coyote.tomcat4.CoyoteServerSocketFactory"
clientAuth="false" protocol="TLS" keystoreFile="location/.keystore" />
</Connector>
5.
Restart Unicenter Service Desk.
6.
Test to check whether SSL works point your browser to https://machinename:8443. This should display a Security Alert dialogue. Click Yes.
Note: SSL uses port 8443
7.
Replace the Service Desk portlet to use HTTPS and port 8443.
https://hostname:8443/CAisd/PortalServlet?
USERNAME=$USER.username$&PORTALSESSION=$SESSION$&PORTALINSTALL=portalhostname:
portalportnumber
Appendix C: Using Unicenter Software
Delivery to Install and Configure
Windows Clients
If your enterprise has purchased and installed Unicenter Software Delivery,
you can deploy the Unicenter Service Desk client remotely. The Service Desk
Java Client package allows for an unattended installation and client
configuration.
Using the Service Desk Java Client Package
This section explains how to use Unicenter Software Delivery to perform the
following:

Register the Unicenter Service Desk Java Client package in the Unicenter
Software Delivery Software Library.

Remove unnecessary source components from the package (optional).
Phase 1: Review System Requirements (Windows Client)
Using Unicenter Software Delivery to Install and Configure Windows Clients 233
Phase 2: Register the Service Desk Java Client Package
In this phase, you register the Unicenter Service Desk Java Client package
with the Unicenter Software Delivery software library. To do so, follow these
steps:
1.
Select Programs, Computer Associates, Unicenter, Software Delivery, SD
Explorer from the Windows Start menu.
The Software Delivery explorer window appears.
2.
Click as necessary in the tree view to navigate to the Software Library,
All Software branch.
3.
Right-click All Software and select New, Software from the shortcut
menus.
The New Software dialog appears.
4.
Enter the name and version of the software item with alphanumeric
characters. (The vendor and comment fields are optional).
Name
Unicenter Service Desk Admin. Client Win32 [en-US] r11
Version
r11
Vendor
Computer Associates International, Inc.
Comment
Unicenter Service Desk Admin. Client Win32 [en-US] r11
5.
Click OK.
Expand the tree view of the software package to enable display of the
source image, procedures, and a registry of the installation records.
6.
Right-click Source and select New volume, From Files from the shortcut
menu.
The Create new volume dialog appears.
7.
Enter the name with alphanumeric characters.
Name
Administrative Client Win32
8.
Click OK.
9.
Place the Unicenter Service Desk installation media into your CD/DVDROM drive and from the Windows Explorer, Select All (except the reginfo
directory) and Copy.
10. Drag and drop these directories/files into the Source folder.
11. Right-click Procedures and select New, Procedure from the shortcut
menus.
The Register procedure dialog appears.
12. Enter the name for the procedures folder and comment with alphanumeric
characters.
Name
Install
Comment
Installs the Service Desk Administrative Client (Windows) using
\winclnt.32\Disk1\setup.exe /s. The /s option specifies an unattended
installation using the default response file: setup.iss.
13. Select the Embedded File tab.
14. Enter the details to invoke the procedure, such as:
File
setup.exe
Subpath
winclnt.32\disk1
Volume
Administrative Client Win32
Type
Executable file
Parameters
/s
15. Click OK.
16. Right-click on Unicenter Service Desk Java Client Win32 [en-US] r11 in the
Software Library tree, and select Seal from the shortcut menu.
The Unicenter Service Desk package is sealed, making it available for
delivery through Unicenter Software Delivery. A registered package named
"Unicenter Service Desk Java Client Win32 [en-US] r11" displays in the All
Software branch under Software Library.
Phase 3: (Optionally) Remove Unnecessary Source Components
If you intend to use the unattended install settings from the setup.iss file,
remove unnecessary source components from the package to reduce its size
from approximately 370MB to as little as 90MB, thereby saving significant
bandwidth. To do so, follow these steps:
1.
Click as necessary in the Software Delivery Explorer tree view to
navigate to the Software Library/All Software branch.
2.
Right-click Unicenter Service Desk Java Client Win32 [en-US] r11 and click
Unseal from the shortcut menu.
3.
Click as necessary to navigate to the Source branch under Unicenter
Service Desk Java Client Win32 [en-US] r11.
You may delete a directory and its contents that represents a feature that
is not required or an existing installation that already exists at the target
location. For instance, the following when deleted would represent a
significant reduction in the package size and delivery time.

The winclnt.32\disk1\AccessRT directory and its contents

The winclnt.32\Ingres directory and its contents
4.
Right-click the item branch you want to delete, then click Delete from the
shortcut menu.
5.
When you finish deleting items, right-click the Unicenter Service Desk Java
Client Win32 [en-US] r11 branch and select Seal from the shortcut menu.
Phase 4: Install the Java Client
In this phase, you use Unicenter Software Delivery to perform an unattended
remote installation of the Unicenter Service Desk Java Client. To do so, follow
these steps:
1.
In the Software Delivery Explorer Tree View, click as necessary to
navigate to the Software Library/All Software branch.
2.
Right-click Unicenter Service Desk Java Client Win32 [en-US] r11 and click
Copy from the shortcut menu.
3.
Click as necessary to navigate to the appropriate destination under the
All Computers and Users branch, then right-click the selected destination
computer or user and click Paste, Software/Procedures to Schedule Jobs
with Default Settings from the shortcut menu.
4.
The job runs.
To view the job status and targets, navigate to the Job Containers branch
in the Tree View. For more information, see the Unicenter Software
Delivery Administrator Guide.
If you installed the Reports or Screen Painter options, follow the appropriate
procedures from Phase 4: Configure Reports and Screen Painter in the chapter
“Client Installation (Windows)”, depending on the type of database your
Unicenter Service Desk server uses and the types of reports you installed. You
need only complete the procedures in the sections that apply to your
installation.
After you complete the appropriate sections, you can run any of the Seagate
Crystal or Microsoft Access reports that you installed. For more information,
see the chapter “Report Generation” in the Administrator Guide. You can also
use the Screen Painter. For more information, see the chapter “The Screen
Painter” in the Modification Guide.
To start the Unicenter Service Desk interface, click the interface from the
Unicenter Service Desk menu.
Note: When you start the interface, Unicenter Service Desk version control
compares items under control on the server with those items on the client. If
discrepancies occur, those items are downloaded to your client, depending on
how the administrator has set up version control. Upon initial startup, version
control downloads files and options from the server to most clients. Version
control issues several informational messages. Click OK in response to these
messages. For more information, see the chapter “Version Control
Management” in the Administrator Guide.
If your Unicenter Service Desk server has the web interface installed, you can
also access the web interface from your web browser. The URL for a Windows
or UNIX installation typically resembles http://host_name/CAisd/pdmweb.exe.
The URL may differ slightly from one installation to another (if you are
uncertain check with the administrator). You need not install a Unicenter
Service Desk client to use the web interface.
Appendix D: Mainframe Product
Integration
This appendix explains about the Unicenter Service Desk side data (.dat file)
associated with each mainframe product integration.
Load Service Desk Side Data
The Unicenter Service Desk side data (.dat file) associated with each
mainframe product integration in a list which associates a .dat to mainframe
product name.
Note: If the Service Desk server is configured to use ITIL methodology, then
ITIL updates need to be applied to the integration data. User pdm_userload -a
itil_integXXX.dat to apply the updates only after loading the respective
integXXX.dat.
Use pdm_userload -f integXXX.dat to load Unicenter Service Desk side data to
enable a particular integration. The files are delivered to
$NX_ROOT\data\integrations\.
For further instructions on enabling the calling side (mainframe product side)
of the integration, see "CA Common Services for z/OS - Unicenter Service
Desk Integration Guide r11" which will ship with each mainframe product.
CA Products Currently Using CAISDI
The following table lists the products currently using CAISDI and the
associated .dat files:
CA Product Currently Using CAISDI
DAT file
Advantage EDBC
integEDBC.dat
BrightStor CA-1
integCA1.dat
BrightStor CA-Allocate
integAllocate.dat
BrightStor CA-Disk
integDisk.dat
BrightStor CA-Dynam/TLMS
integTLMS.dat
BrightStor CA-Vantage
integVantage.dat
Mainframe Product Integration 241
CA Products Planning to Use CAISDI
BrightStor CA-Vtape
integVtape.dat
Unicenter CA-7
integCA7.dat
Unicenter CA-JARS
■
integJARS.dat
■
integJARSMVS.dat
Unicenter CA-MIM
integMIM.dat
Unicenter CA-OPS/MVS
integOPMVS.dat
Unicenter CA-SYSVIEW
integSysview.dat
Unicenter NetMaster Network Management for TCP/IP integNetMaster.dat
Unicenter NetMaster Network Management for SNA
integNetMaster.dat
Unicenter NetMaster Network Automation
integNetMaster.dat
Unicenter NetMaster Network Performance
integNetMaster.dat
Unicenter NetMaster Network Operations for TCP/IP
integNetMaster.dat
Unicenter NetMaster File Transfer Management
integNetMaster.dat
Unicenter NeuMICS
integNeuMICS.dat
The following table lists the CA products that would use CAISDI and the
associated .dat files:
CA Product Planning to Use CAISDI
DAT file
Allfusion CA-2e
integ2e.dat
Unicenter AutoSys Job Management
integAutoSys.dat
Unicenter CA-Bundl
integBundl.dat
Unicenter CA-11 Restart and Tracking
integCA11.dat
Unicenter CA-Connect
integConnect.dat
CA-DASDChec
integDASD.dat
Allfusion CA-Datamacs
integDatamacs.dat
Allfusion Date Simulator
integDate.dat
Unicenter CA-Deliver Output Management
integDeliver.dat
Unicenter CA-Dispatch Output Management
integDispatch.dat
BrightStor CA-FAVER VSAM Data Protection
integFaver.dat
Allfusion CA-FileAge
integFileAge.dat
Allfusion CA-FileMaster Plus
integFileMaster.dat
CA-Filesave/RCS
integFileSave.dat
Allfusion Gen (?)
integGen.dat
Unicenter GSS (Common component)
integGSS.dat
Allfusion CA-InterTest
integInterTest.dat
Unicenter CA-JCLCheck Utility
integJCLCheck.dat
Unicenter CA-Jobtrac Job Management
integJobtrac.dat
Allfusion Joe
integJoe.dat
Unicenter CA-LPD Report Convergence
integLPD.dat
Allfusion CA-Optimizer
integOptimizer.dat
Allfusion CA-Optimizer/II
integOptimizerII.dat
Allfusion Plex
integPlex.dat
Unicenter CA-Scheduler Job Management
integScheduler.dat
Unicenter CA-Spool Print Management
integSpool.dat
Allfusion CA-SymDump
integSymDump.dat
Allfusion CA-Verify
integVerify.dat
Unicenter CA-View Output Archival and Viewing
integView.dat
Mainframe Product Integration 243
Appendix E: Samples Directory
This appendix contains information on several files in the $NX_ROOT/samples
directory that can be modified for use with various external interfaces. These
are grouped into various sub-directories. None of the files in the samples
directory are executable as originally shipped.
Note: Windows C++ complier such as Microsoft Visual C++ (which is a part of
Microsoft Visual Studio .NET 2003) is a pre-requisite to use
$NX_ROOT/samples/i18n/makei18ndll.bat which allows a Unicenter Service
Desk administrator to customize the message catalog (pdm.dll) on Windows.
Contents of the Samples Directory
The sample directory contains the following subdirectories and files:
asset
myco_demo.caz
This file contains a sample Business Process View that can be used to test
Change Impact Analyzer.
Samples Directory 245
call_mgt
Contains samples for customization in request management.
gencr.frg
This file can be used in conjunction with bop_cmd to create requests from
a command line. All notifications and activity log entries will occur,
however no Request Form will display on the server when created. Be sure
to read the gencr_readme.txt file to learn the syntax, and how to modify it
if necessary. The file should be placed in $NX_ROOT/site/mods/interp, if
the directory does not exist, you should create it.
iss_site.mod
This file can be used to enable activity logging of site-adapted fields in
issues. This file should be placed in $NX_ROOT/site/mods/majic after it
has been changed for the site-adapted fields.
cr_site.mod
requests. This file should be placed in $NX_ROOT/site/mods/majic after it
has been changed for the site-adapted fields.
chg_site.mod
change orders. This file should be placed in $NX_ROOT/site/mods/majic
after it has been changed for the site-adapted fields.
gencr_readme.txt
This file contains instructions on how to use the gencr.frg file.
chg_site.spl
This file may be modified to change the mapping of attributes when
creating a change order from a request. This file should be placed in
$NX_ROOT/site/mods/majic after the appropriate changes have been
made.
audlog_site.mod
This file can be used to enable audit logging of site-adapted fields. This file
should be placed in $NX_ROOT/site/mods/majic after it has been changed
for the site-adapted fields.
Notify_add.spl (UNIX only)
This file can be used to add the request’s log agent, assignee and group to
the request notification list. This file should be placed in
$NX_ROOT/site/mods/majic.
Notify_replace.spl (UNIX only)
This file can be used to add the request’s log agent, assignee and group to
the request notification list when they are changed. This file should be
placed in $NX_ROOT/site/mods/majic.
data
Sample data for loading into the database. As noted, modifications may have
to be made before using with your system.
html_ntf_chg.dat
This file contains sample html notifications for change orders. A
pdm_userload can be run using this file to load the sample notifications.
This would only need to be done on a system that has been migrated from
6.0.
html_ntf_cr.dat
This file contains sample html notifications for requests. A pdm_userload
can be run using this file to load the sample notifications. This would only
need to be done on a system that has been migrated from 6.0.
html_ntf_iss.dat
This file contains sample html notifications for issues. A pdm_userload can
be run using this file to load the sample notifications. This would only need
to be done on a system that has been migrated from 6.0.
html_ntf_itil.dat
This file contains sample html notifications for systems configured for
using the ITIL methodology. A pdm_userload can be run using this file to
load the sample notifications. This would only need to be done on a
system that has been migrated from 6.0.
FAXserve (Windows only)
fs-template2.rtf
This file contains a sample template for use with FAXserve.
fs-template.rtf
This file contains a sample template for use with FAXserve.
i18n
Contains resources and scripts necessary to build the product’s global resource
and message catalogs.
Note: Other Java components utilize Java resource bundles for their UI strings
and messages. Reports, forms, and base-data also contain elements appearing
on the user-interfaces and are defined in formats. For more information on
this, see the Modification Guide.
This catalog is a repository for user interface (UI) strings and messages
utilized by most compiled components and the UI elements of the Service
Desk Service Desk interface (excluding form definitions). The i18n directory
further contains a backup copy of the initial out-of-box catalog: pdm.dll
(Windows) and pdm.cat (Linux/UNIX). The runtime copy used by the system
can be found in %NX_ROOT%\bin\pdm.dll (Windows) and
$NX_ROOT/fig/cfg/pdm.cat (Linux/UNIX).
pdm.mc (Windows only)
This file is an executable that is used to create a pdm.dll file.
pdm.dll (Windows only)
This file contains messages used by Unicenter Service Desk and Unicenter
Knowledge Tools.
pdm.def (Windows only)
This file is used in creating the pdm.dll file.
makei18ndll.bat (Windows only)
This batch file is run to create the pdm.dll file.
Makei18ncat (UNIX only)
This script file is run to create the pdm.cat file.
Pdm.cat (UNIX only)
This file contains messages used by Unicenter Service Desk and Unicenter
Knowledge Tools.
Pdm.txt (UNIX only)
This file contains messages in text format used by Unicenter Service Desk
and Unicenter Knowledge Tools.
Message catalog on Windows
To modify, build and deliver the message catalog on Windows you require a
tool for generating Windows resource-only DLLs such as Microsoft Visual
Studio.NET 2003.
To make the modification, follow these steps:
1.
Backup the %NX_ROOT%\samples\i18n directory
2.
Edit the pdm.mc file with an editor capable of saving in Unicode format
such as Notepad
3.
From a command prompt cd to the %NX_ROOT%\samples\i18n directory.
4.
If using MS-Visual Studio, confirm that the proper Microsoft Visual Studio
C++ command line variables have been configured (e.g. for Microsoft
Visual Studio .NET 2003 run
<VSINSTALLDIR>\Common7\Tools\vsvars32.bat).
5.
Run makei18ndll.bat to generate pdm.dll
6.
Stop the product’s services, copy the generated pdm.dll to runtime
location (above), restart services
Message catalog on Linux/Unix
To modify, build and deliver the message catalog on Linux/UNIX you require a
Linux/UNIX environment matching the production environment with the gencat
utility installed.
To make the modification, follow these steps:
1.
Backup the $NX_ROOT/samples/i18n directory.
2.
Edit the pdm.txt file with an editor
3.
From a command shell navigate to the $NX_ROOT/samples/i18n directory
4.
Invoke the script makei18ncat
5.
Stop the product’s services, copy the generated pdm.cat to runtime
location (above), restart services
macro_lock
This file contains a spel fragment that can be run using a bop_cmd to turn off
locks that are being held by macros.
ntf_meth
Sample notification methods. As noted, modifications may have to be made
before using them with your system. Setup instructions are included in this
section. These scripts are all written to run with a Bourne shell interpreter.
Note: Under UNIX these scripts will run as written. However, on Windows NT,
either a third party Bourne shell interpreter must be installed on the server or
the scripts rewritten as complied c files, or .bat files. Another possibility is to
install a Perl interpreter and translate the scripts to Perl.
hp.pdm_pager0 (UNIX Only)
hp.pdm_pager1(UNIX Only)
hp.sendpage0(UNIX Only)
hp.sendpage1(UNIX Only)
pager.p(UNIX Only)
sun.pdm_pagera(UNIX Only)
sun.pdm_pagerb(UNIX Only)
sun.sendpagea(UNIX Only)
sun.sendpageb(UNIX Only)
These files contain sample notification methods for pagers. These are only
examples and will not necessarily work with different pagers.
pager_notify.pl
This file contains a sample perl script that could be modified and used as a
notification method for pagers. Note that it is only a sample and may not
necessarily work with different pagers.
pdmconf
web.xml.tpl
pdm_startup.tpl
pdm_edit_usage_notes.htm
alias_install.bat
web.cfg.tpl
pdm_startup.i.tpl
pdm_edit.pl
README_files
All of these files are used by pdm_edit.pl to create startup files for a
primary server and secondary servers that are configured to run a variety
of daemons.
sdk
This directory contains a sample file for making Unicenter Service Desk web
service calls.
sql
ingres_lockdown_sd_only.sql
This file contains a set of REVOKE statements which will remove the
SELECT privilege on CA Common tables from PUBLIC access. You may
want to run this script in order to manage who has access to these tables.
ingres_lockdown_common.sql
This file contains a set of REVOKE statements which will remove the
SELECT privilege on Unicenter Service Desk tables from PUBLIC access.
You may want to run this script in order to manage who has access to
these tables.
views
ingres
IngresCreateMigViews
This file contains views for an Ingres database that could be used to
allow most reports written for earlier releases to continue to work until
the reports can be rewritten to support the current table structures.
Loading these view should only be required to support customized
reports written for previous release.
IngresDropMigViews
This file contains commands to drop the migration views from an
Ingres database.
Appendix F: Import Knowledge Tools
Sample Data
Sample Knowledge data from Knowledge Broker, PCHowTo and Right Answers
is provided for your use. If you decide you want to use the sample Knowledge
data you must import the data into the Knowledge Tools database. Follow the
instructions outlined below to do so.
For a Windows installation:
1.
Go to $NX_ROOT\samples\data and unzip SampleData.zip into the same
directory.
If you wish to customize field data, follow the steps in customize field data
(see page 254) section before moving on to the next step.
2.
There are four batch files located at $NX_ROOT\bin. These can be run by
double-clicking on the batch file, or from a command window.
a.
ImportSampleData.bat – loads all the sample data files
(ImportKnowledgeBroker.bat, ImportPCHowTo.bat,
ImportRightAnswers.bat)
b.
ImportKnowledgeBroker.bat – sample data provided by Knowledge
Broker
c.
ImportPCHowTo.bat – sample data provided by PCHowTo
d.
ImportRightAnswers.bat – sample data provided by Right Answers
For a UNIX installation:
1.
Run the command tar -xvf SampleData.tar from $NX_ROOT\samples\data.
If you wish to customize field data, follow the steps in customize field data
(see page 254) section before moving on to the next step.
2.
There are four shell files located at $NX_ROOT\bin. These can be run from
a command window.
a.
ImportSampleData.sh - loads all the sample data files
(ImportKnowledgeBroker.sh, ImportPCHowTo.sh,
ImportRightAnswers.sh)
b.
ImportKnowledgeBroker.sh – sample data provided by Knowledge
Broker
c.
ImportPCHowTo.sh – sample data provided by PCHowTo
d.
ImportRightAnswers.sh – sample data provided by Right Answers
Import Knowledge Tools Sample Data 253
Customize Filed Data
Customize Filed Data
To customize Field Data on both Windows and UNIX installations, follow these
steps:
1.
Open the headings.txt file, located at $NX_ROOT\site\cfg, with WordPad.
The file contains 3 paragraphs that look as follows:
NAME=SampleTemplate_1
DELIMITER={Tab}
FIELDS=CREATION_DATE, TITLE, SUMMARY, PROBLEM, RESOLUTION,
PATH
DEFAULTS=STATUS:Draft, AUTHOR:ServiceDesk, OWNER:ServiceDesk,
INITIATOR:[email protected]
PATH_DELIMETER=~
NEW_LINE_IN_REC=\n
2.
On the first line, the Name= refers to these sample data:
SampleTemplate_1 – default settings
SampleTemplate_2 – settings for PCHowTo sample
SampleTemplate_3 – data settings for RightAnswers sample data
Note: The sample data from Knowledge Broker is in kbi format and cannot
be customized in this manner.
3.
On the line beginning with DEFAULTS, default values for status, author,
owner and initiator may be set. Note that the value entered here applies to
all the sample data, it cannot be set on a document by document basis.
Additional fields may be added to the DEFAULTS line in the same format, if
desired.
About the Sample Data
Computer Associates is not responsible for the accuracy of the data provided
by the various vendors. It is provided “as is” for your use.
KnowledgeBroker
This free KnowledgeBase from KnowledgeBroker contains more than 400
sample solutions to common problems with Microsoft Outlook 2003 and
Outlook XP. Used by Help Desk Analysts and End Users, KBI
KnowledgeBases save time and cut costs by streamlining the support
process. Each Outlook solution is short, concise and easy to follow.
Needed graphics are built-in. No clicks on links or outside URLs. Enter a
question or key word in your CA Search, select an answer and follow the
step-by-step solution. It's that simple.
PCHowTo
To illustrate the power and utility of a multimedia knowledge base,
PCHowTo has assembled a small content library of knowledge items for
Internet Explorer. Integrated into the CA Unicenter Service Desk product
in a very simple, straight-forward manner, detailed descriptions on how to
set the browser toolbars, manage favorite links, and other useful functions
fully enable the user to obtain maximum performance from the product.
These knowledge items are task specific, designed to provide the user with
precise information at the time of need. The text is presented with a
“Show Me” link that will display the multimedia feature, allowing users to
read or experience the knowledge items.
RightAnswers
This sample title includes a variety of “How To” solutions &" Error
Message” solutions from Microsoft Excel 2003, all designed to fuel selfservice for end-users and improve 1st call resolution rates for support
analysts. In addition, you’ll find a sample of our multimedia solutions
(search for “Show-IT”) that show you what to do with sound and video and
our automated tasks (search for “Automate-IT”) that actually implement
the solution for you!
Import Knowledge Tools Sample Data 255
Appendix G: Silent Installation License
Agreement
COMPUTER ASSOCIATES INTERNATIONAL, INC. ("CA")
END USER LICENSE AGREEMENT (THE "AGREEMENT") FOR THE CA SOFTWARE
PRODUCT THAT IS BEING INSTALLED AS WELL AS THE ASSOCIATED
DOCUMENTATION AND ANY SDK, AS DEFINED BELOW, INCLUDED WITHIN
THE PRODUCT ("THE PRODUCT").
CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS REGARDING
YOUR USE OF THE PRODUCT BEFORE INSTALLING AND USING THE PRODUCT.
Throughout this Agreement, you will be referred to as "You" or "Licensee."
BY SELECTING THE "I agree" BUTTON BELOW, YOU ARE (I) REPRESENTING
THAT YOU ARE NOT A MINOR, AND HAVE FULL LEGAL CAPACITY AND HAVE
THE AUTHORITY TO BIND YOURSELF AND YOUR EMPLOYER, AS APPLICABLE,
TO THE TERMS OF THIS AGREEMENT; AND (II) CONSENTING ON BEHALF OF
YOURSELF AND/OR AS AN AUTHORIZED REPRESENTATIVE OF YOUR
EMPLOYER, AS APPLICABLE, TO BE BOUND BY THIS AGREEMENT.
BY SELECTING THE "I disagree" BUTTON BELOW, THE INSTALLATION
PROCESS WILL CEASE.
1. CA (or where the Product is being supplied outside of North America the CA
subsidiary identified after Section 15 below for the country in which the
Product is being supplied, and in such instance CA shall mean the CA
subsidiary identified) provides Licensee with one copy of the Product, for use
by a single user, or the quantity designated as the authorized use limitation
("Authorized Use Limitation") on any Order Form (defined below) referencing
the terms of this Agreement or CD sleeve included within the Product box. CA
licenses the Product to Licensee on a non-exclusive basis, pursuant to the
terms of this Agreement as well as the terms of (a) any CA Order Form or
Registration Form which has been signed by Licensee and CA; or (b) a License
Program Certificate which is provided by CA to Licensee, as applicable (each
hereafter referred to as the "Order Form").
Silent Installation License Agreement 257
2. If the Product is an alpha or beta version of the program, hereinafter
referred to as the "beta program" or "beta version" and not generally available
to date, CA does not guarantee that the generally available release will be
identical to the beta program or that the generally available release will not
require reinstallation. Licensee agrees that if it registers for support or if
otherwise required by CA, Licensee shall provide CA with specific information
concerning Licensee’s experiences with the operation of the Product. Licensee
agrees and acknowledges that the beta version of the Product (a) is to be used
only for testing purposes and not to perform any production activities unless
CA shall have otherwise approved in writing and (b) has not been tested or
debugged and is experimental and that the documentation may be in draft
form and will, in many cases, be incomplete. Licensee agrees that CA makes
no representations regarding the completeness, accuracy or Licensee’s use or
operation of the beta version of the Product. BETA PRODUCTS ARE PROVIDED
ON AN "AS IS" BASIS, WITHOUT WARRANTIES OR REPRESENTATIONS OF ANY
KIND, EITHER EXPRESS OR IMPLIED INCLUDING, WITHOUT LIMITATION, ANY
WARRANTIES OR REPRESENTATIONS OF TITLE OR NON-INFRINGEMENT. If
Licensee is also a Tester of the beta version of the Product (as "Tester" is
defined by the Beta Testing Agreement that was agreed to by Licensee during
the registration process before obtaining the beta version of the Product),
Licensee agrees that the terms of this Agreement are in addition to, and do
not supersede, the terms of the Beta Testing Agreement.
3. If the Product is being licensed on a trial or evaluation basis, Licensee
agrees to use the Product solely for evaluation purposes, in accordance with
the usage restrictions set forth in Section 1, for a thirty-day evaluation period
unless a different period is otherwise noted (the "Trial Period"). At the end of
the Trial Period, Licensee’s right to use the Product automatically expires and
Licensee agrees to de-install the Product and return to CA all copies or partial
copies of the Product or certify to CA that all copies or partial copies of the
Product have been deleted from Licensee’s computer libraries and/or storage
devices and destroyed. If Licensee desires to continue its use of the Product
beyond the Trial Period, Licensee may contact CA to acquire a license to the
Product for the applicable fee. Licensee’s use of the Product during the Trial
Period is on an "AS IS" basis without any warranty, and CA disclaims all
warranties including, without limitation, the implied warranties of
merchantability and fitness for a particular purpose, as well as any express
warranties provided elsewhere in this Agreement.
4. If the Product includes a Software Development Kit ("SDK"), the terms and
conditions of this paragraph apply solely for the use of the SDK. The SDK may
include software, APIs and associated documentation. The SDK is provided
solely for Licensee's internal use to develop software that enables the
integration of third party software or hardware with the Product, or to develop
software that functions with the Product, such as an agent. Licensee’s use of
the SDK is restricted solely to enhance Licensee’s internal use of the Product.
No distribution rights of any kind are granted to Licensee regarding the
Product. In addition to the limitations on use set forth in Section 8, below,
Licensee may not reproduce, disclose, market, or distribute the SDK or the
documentation or any applications containing any executable versions of the
SDK to third parties, on the internet, or use such executables in excess of the
applicable Authorized Use Limitation. If there is a conflict between the terms
of this section and the terms of any other section in this Agreement, the terms
of this section will prevail solely with respect to the use of the SDK.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND
NOTWITHSTANDING ANYTHING CONTAINED HEREIN TO THE CONTRARY, THE
SDK IS PROVIDED AND LICENSED "AS IS" WITHOUT WARRANTY OF ANY
KIND.
5. Payment of the fees specified on the Order Form or as agreed between
Licensee and an authorized reseller of CA, shall entitle Licensee to use the
Product for the term specified on the Order Form (the "Term"), which use may
include the right to receive maintenance services therefor for the period set
forth on the Order Form. After the Term, continued usage and/or
maintenance of the Product as provided herein shall be subject to the payment
by Licensee of the fees described on the Order Form. Notwithstanding the
foregoing, if the Product was licensed under this Agreement without an Order
Form, Licensee shall be entitled to use the Product for an indefinite period, but
the license does not include the right to receive maintenance services.
Notwithstanding the foregoing, with respect to any Product that relies on
continuous content updates, such as signature files and security updates,
Licensee shall be entitled to such content updates for a period of one (1) year
from the effective date of the license.
6. If maintenance is provided by CA, it shall be renewed annually (except as
otherwise provided in the Order Form) and Licensee agrees to pay the annual
renewal maintenance fee, unless either party gives the other at least 20 days
written notice of non-renewal. All fees are net of applicable taxes. Licensee
agrees to pay any tariffs, duties or taxes imposed or levied by any government
or governmental agency including, without limitation, federal, state and local,
sales, use, value added and personal property taxes, (other than franchise and
income taxes for which CA is responsible) upon a presentation of invoices by
CA. Any claimed exemption from such tariffs, duties or taxes must be
supported by proper documentary evidence delivered to CA. Any invoice
which is unpaid by Licensee when due shall be subject to an interest charge
equal to the lower of 1.5% per month or the highest applicable legal rate.
7. Licensee may use the Product as provided herein solely to process its own
data and the data of its majority-owned subsidiaries and use is restricted to
the location, computer equipment, and Authorized Use Limitation specified on
the Order Form or CD sleeve, as applicable. If Licensee desires to use the
Product beyond such restrictions, it shall notify CA, and Licensee will be
invoiced for and shall pay the applicable fees for such expanded use.
8. The Product, including any source or object code that may be provided to
Licensee hereunder, as well as documentation, appearance, structure and
organization, is the proprietary property of CA and/or its licensors, if any, and
may be protected by copyright, patent, trademark, trade secret and/or other
laws. Title to the Product, or any copy, modification, translation, partial copy,
compilation, derivative work or merged portion of any applicable SDK, shall at
all times remain with CA and/or its licensors. Usage rights respecting the
Product may not be exchanged for any other CA product. The Product is
licensed as a single product. Its component parts may not be separated for
use. Licensee and its employees will keep the Product and the terms of this
license strictly confidential. Licensee may not (i) disclose, de-compile, reverse
assemble disassemble nor otherwise reverse engineer the Product except to
the extent the foregoing restriction is expressly prohibited under applicable
law; (ii) create any derivative works based on the Product; (iii) use the
Product in to provide facilities management or connection with a service
bureau or like activity whereby Licensee, without purchasing a license from CA
for such purpose, operates or uses the Product for the benefit of a third party
who has not purchased a copy of the Product; or (iv) permit the use of the
Product by any third party without the prior written consent of CA. Licensee
shall not release the results of any benchmark testing of the Product to any
third party without the prior written consent of CA. Licensee will not transfer,
assign, rent, lease, use, copy or modify the product, in whole or in part, or
permit others to do any of the foregoing with regard to the Product without
CA’s prior written consent, except to the extent the foregoing restriction is
expressly prohibited under applicable law. Licensee will not remove any
proprietary markings of CA or its licensors. Licensee may copy the Product as
reasonably required for back-up and disaster recovery purposes, provided that
production use of the Product is restricted to the Authorized Use Limitation
specified on the Order Form or CD sleeve, and provided that use of the
Product for disaster recovery testing shall be limited to one week in any three
month period. The Product may be used only within the boundaries of the
country where the Product was purchased (except as otherwise provided on
the Order Form) unless CA consents otherwise in writing. If this license
terminates for any reason, Licensee shall certify to CA in writing that all copies
and partial copies of the Product have been deleted from all computers and
storage devices and are returned to CA or destroyed and are no longer in use.
All fees payable hereunder shall be payable in advance. Licensee will install
each new release of the Product delivered to Licensee. Licensee shall comply
with all relevant import and export regulations, including those adopted by the
Office of Export Administration of the US Department of Commerce. The
Product and any accompanying documentation have been developed entirely
at private expense. They are delivered and licensed as "commercial item"
"computer software" as defined in FAR 2.101. If a Product is being acquired
by or on behalf of the U.S. Government or by a U.S. Government prime
contractor or subcontractor (at any tier), then the Government's rights to the
Product and accompanying documentation will be only as set forth in this
Agreement; and in accordance with FAR 52.227-14 Rights in Data-General,
"Restricted Rights," any equivalent agency regulation or contract clause, or
such applicable successor provisions. CA is the manufacturer of the Product.
This Agreement shall be governed by and interpreted in accordance with the
laws of the State of New York, without regard to its choice of law provisions.
9. CA warrants that it can enter into this Agreement and that it will indemnify,
hold Licensee harmless, and defend or, at its option, settle any claim that CA
is not so authorized or that Licensee’s use of the Product as authorized hereby
infringes any patent, copyright or other intellectual property right of any third
party. CA also warrants that the Product will operate in accordance with its
published specifications, provided that CA’s only responsibility will be to use
reasonable efforts, consistent with industry standards, to cure any defect. The
foregoing warranty respecting the operation of the Product will be in effect
only during any period for which Licensee shall have paid the applicable license
fee and annual maintenance fee, or, with respect to Products licensed without
an Order Form, during a period of ninety (90) days from Licensee’s acquisition
of license for the Product. If, within a reasonable time after receiving
Licensee’s written notice of breach of either of the above warranties, CA is
unable to cause the Product to operate (a) without infringing a third party’s
intellectual property rights, or (b) in accordance with CA’s written
specifications, then either party may terminate this Agreement on written
notice to the other party and CA or the authorized reseller will refund the
relevant license fees paid for such non-compliant Product only when Licensee
returns the Product to CA or its authorized reseller from whom it obtained the
Product, with the purchase receipt within the warranty period noted above.
10. EXCEPT AS SET FORTH ABOVE, TO THE FULL EXTENT PERMITTED BY
APPLICABLE LAW: (A) NO OTHER WARRANTIES, WHETHER EXPRESS OR
IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE MADE BY
CA; AND (B) IN NO EVENT WILL CA BE LIABLE TO LICENSEE OR ANY OTHER
PARTY FOR ANY CLAIM FOR LOSS, INCLUDING TIME, MONEY, GOODWILL,
AND CONSEQUENTIAL DAMAGES, WHICH MAY ARISE FROM THE USE,
OPERATION OR MODIFICATION OF THE PRODUCT. IN THE EVENT THAT THE
ABOVE LIABILITY LIMITATION IS FOUND TO BE INVALID UNDER APPLICABLE
LAW, THEN CA’S LIABILITY FOR SUCH CLAIM SHALL BE LIMITED TO THE
AMOUNT OF THE LICENSE FEE ACTUALLY PAID FOR THE PRODUCT BY
LICENSEE. NO THIRD PARTY, INCLUDING AGENTS, DISTRIBUTORS, OR
AUTHORIZED CA RESELLERS IS AUTHORIZED TO MODIFY ANY OF THE ABOVE
WARRANTIES OR MAKE ANY ADDITIONAL WARRANTIES ON BEHALF OF CA. CA
DOES NOT WARRANT THAT THE PRODUCT WILL MEET LICENSEE’S
REQUIREMENTS OR THAT USE OF THE PRODUCT WILL BE UNINTERRUPTED
OR ERROR FREE.
11. Licensee may assign this Agreement only if Licensee complies with CA’s
then prevailing policies respecting assignment of licenses, which includes a
requirement that the scope of use of the Product not be expanded beyond the
business of Licensee and the business of Licensee’s majority-owned
subsidiaries. CA may assign this Agreement to any third party that succeeds
to CA’s interests in the Product and assumes the obligations of CA hereunder;
and CA may assign its right to payment hereunder or grant a security interest
in this Agreement or such payment right to any third party.
12. If Licensee breaches any term of this Agreement or if Licensee becomes
insolvent or if bankruptcy or receivership proceedings are initiated by or
against Licensee, CA shall have the right to withhold its own performance
hereunder and/or to terminate this Agreement immediately and, in addition to
all other rights of CA, all amounts due or to become due hereunder will
immediately be due and payable to CA.
13. If Licensee fails to pay the applicable maintenance fee, then Licensee may
reinstate maintenance thereafter by paying to CA a fee equal to 150% of CA’s
then prevailing maintenance fee for each year for which the maintenance fee
has not been paid.
14. If a court holds that any provision of this Agreement to be illegal, invalid
or unenforceable, the remaining provisions shall remain in full force and effect.
No waiver of any breach of this Agreement shall be a waiver of any other
breach, and no waiver shall be effective unless made in writing and signed by
an authorized representative of the waiving party. Any questions concerning
this Agreement should be referred to Computer Associates International, Inc.,
One Computer Associates Plaza, Islandia, NY 11749, Attention: Worldwide Law
Department.
15. In the event Licensee acquires a license for the Product outside of the
United States, the following Sections will apply to the use of the Product:
Notwithstanding the terms of the last sentence of Section 8, the laws of the
country in which Licensee acquires a license for the Product shall govern this
Agreement, except as otherwise provided below.
In Albania, Armenia, Belarus, Bosnia/Herzegovina, Bulgaria, Croatia, Georgia,
Hungary, Kazakhstan, Kirghizia, Former Yugoslav Republic of Macedonia
(FYROM), Moldova, Romania, Russia, Slovak Republic, Slovenia, Ukraine and
Federal Republic of Yugoslavia, the laws of Austria govern this Agreement.
Argentina
The CA subsidiary that is the licensor is Computer Associates de Argentina S.A.
The last sentence of Section 8 is deleted and replaced with:
laws of Argentina. Any dispute hereunder shall be determined by the
Tribunales de la Cuidad de Buenos Aires.
Any questions concerning this Agreement should be referred to Computer
Associates de Argentina S.A, Avenida Alicia Moreau de Justo, 400, 2 piso,
1107, Buenos Aires - At.: Finance Department.
Australia
The CA subsidiary that is the licensor is Computer Associates Pty. Ltd.
The following is added to each of the end of Sections 2, 3 and 10:
Although CA specifies that there are no warranties, Licensee may have certain
rights under the Trade Practices Act 1974 and other state and territory
legislation which may not be excluded but may be limited. To the full extent
permitted by law CA excludes all terms not expressly set out in the express
terms of this Agreement, and limits any terms imposed by the Trade Practices
Act 1974 and other state and territory legislation to the full extent permitted
by the applicable legislation.
The laws of the State or Territory in which the transaction is performed govern
this Agreement.
The following is added to Section 10:
Where CA is in breach of a condition or warranty implied by the Trade
Practices Act 1974 or other state and territory legislation, CA's liability is
limited, in the case of goods, to the repair or replacement of the goods, or
payment for the repair or replacement of the goods, and in the case of
services, the supplying of the services again or payment for the re-supply of
the services, as CA may elect. Where that condition or warranty relates to a
right to sell, quiet possession or clear title, in respect of goods or if the goods
supplied by CA are of a kind ordinarily acquired for personal, domestic or
household use or consumption, then none of the limitations in this Section
apply.
Austria
The laws of Austria govern this Agreement. The following is added to Section
8: In addition, CA is entitled to bring action against Licensee in a court located
in Licensee’s place of incorporation, establishment or permanent residence.
Any liability for the slight negligence of CA is excluded.
The following is added to the Agreement:
In the event the Licensee qualifies as a consumer according to Austrian
Consumer Protection Act ("Konsumentenschutzgesetz" -"KSchG") Sections 2,
3, 9 and 10 of this Agreement are not applicable to the extent they reduce
CA’s liability and the consumer’s warranty.
Belgium
The CA subsidiary that is the licensor is Computer Associates S.A./N.V.
The courts of CA’s registered office shall have exclusive jurisdiction regarding
any dispute that may arise between the parties dealing with the formation,
execution, interpretation, or termination of this Agreement, including but not
limited to measures of conservation, emergency proceedings, warranty
proceedings, petition or in case of more than one defendant.
The last sentence of Section 14 are deleted and replaced with:
Any question concerning this Agreement should be referred to Computer
Associates S.A./N.V., Da Vincilaan 11, Box F2, Building Figueras, B-1935
Zaventem, Attention: Worldwide Law Department.
Brazil
The CA subsidiary that is the licensor is Computer Associates Programas de
Programas de Computador Ltda.
laws of Brazil. Any dispute hereunder shall be determined by a court of the
São Paulo City Hall.
Associates Programas de Programas de Computador Ltda, Avenida das Nações
Unidas, 12901 - 6 andar - Torre Norte - São Paulo - SP, 04578-000, At.:
Worldwide Law Department.
Canada
The CA subsidiary that is the licensor is Computer Associates Canada
Company.
The laws in the Province of Ontario shall govern this Agreement.
Chile
The CA subsidiary that is the licensor is Computer Associates de Chile S.A.
laws of Chile. Any dispute hereunder shall be determined by the Tribunales
Ordinarios de la Cuidad de Santiago.
Associates de Chile S.A, Avenida Providencia 1760, piso 15 - Edificio Palladio,
oficina 1501 - 6640709 Providencia - Santiago - At.: Finance Department.
China
The CA subsidiary that is the licensor is Computer Associates (China) Co., Ltd.
The second sentence of Section 6 is deleted and replaced with:
All fees are inclusive of VAT.
laws of the People’s Republic of China, without regard to its choice of law
provisions. Any dispute hereunder shall be determined by a competent court
located in Beijing.
Columbia
The CA subsidiary that is the licensor is Computer Associates de Colombia S.A.
laws of Colombia. Any dispute hereunder shall be determined by the
Tribunales Ordinarios de la Cuidad de Bogotá.
Associates de Colombia S.A, Avenida 82, numero 12-18, Oficina 305 - Santa
Fé de Bogotá, D.C., Colombia - At.: Finance Department.
Czech Republic
The first sentence of Section 1 is deleted and replaced with:
CA grants the Licensee a non-exclusive license to use the Product, for use by a
single user, or the quantity designated as the authorized use limitation
("Authorized Use Limitation") on any Order Form (defined below) referencing
the terms of this Agreement or CD sleeve included within the Product box.
laws of the Czech Republic, without regard to its choice of law provisions. Any
dispute hereunder shall be determined by a court of competent jurisdiction
within the Czech Republic.
Section 10 is deleted and replaced with:
Except as set forth above, to the full extent permitted by applicable law, no
other warranties, whether express or implied, including, without limitation, the
implied warranties of merchantability and fitness for a particular purpose, are
made by CA.
Denmark
The CA subsidiary that is the licensor is Computer Associates Scandinavia A/S.
The third paragraph of the Preamble is deleted and replaced with:
BY INSTALLING, COPYING OR USING THE PRODUCT OR BY SELECTING THE "I
agree" BUTTON BELOW, YOU ARE (I) REPRESENTING THAT YOU ARE NOT A
MINOR AND HAVE FULL LEGAL CAPACITY AND HAVE THE AUTHORITY TO BIND
YOURSELF AND YOUR EMPLOYER, AS APPLICABLE, TO THE TERMS OF THIS
AGREEMENT; AND (II) CONSENTING ON BEHALF OF YOURSELF AND/OR AS
AN AUTHORIZED REPRESENTATIVE.
The following is added to the last paragraph of the Preamble:
In the event that you click on "I disagree" the installation shall cease. You
should delete all copies of the Product from your computer systems and
return, by registered first class post, the Product, complete with box and any
documentation, to CA or the authorized reseller from whom you purchased the
Product with your proof of purchase within thirty (30) days of the date of
purchase. You will promptly be issued a full refund of any license fees paid for
the Product and, if applicable, maintenance fees paid. If requested at the time
of return and provided that receipts of costs incurred are provided, CA or the
authorized reseller shall also refund to you any postage costs you incurred in
returning the Product.
The second to last sentence of Section 2 is deleted and replaced with:
BETA PRODUCTS ARE PROVIDED ON AN "AS IS" BASIS, WITHOUT
WARRANTIES OR REPRESENTATIONS OF ANY KIND, EITHER EXPRESS OR
IMPLIED INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES, CONDITIONS
OR REPRESENTATIONS OF MERCHANTABILITY OR SATISFACTORY QUALITY
AND FITNESS FOR A PARTICULAR PURPOSE, AS WELL AS ANY EXPRESS
WARRANTIES PROVIDED ELSEWHERE IN THIS AGREEMENT.
LICENSEE’S USE OF THE PRODUCT DURING THE TRIAL PERIOD IS ON AN "AS
IS" BASIS WITHOUT ANY WARRANTY, AND CA DISCLAIMS ALL WARRANTIES
INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OR
CONDITIONS OF MERCHANTABILITY OR SATISFACTORY QUALITY AND
FITNESS FOR A PARTICULAR PURPOSE, AS WELL AS ANY EXPRESS
The seventh sentence of Section 8 is deleted and replaced with:
Licensee may not (i) disclose, de-compile, disassemble nor otherwise reverse
engineer the Product save to the extent expressly permitted by law; (ii) create
any derivative works based on the Product; (iii) use the Product in connection
with a service bureau or like activity whereby Licensee, without purchasing a
license from CA for such purpose, operates or uses the Product for the benefit
of a third party who has not purchased a copy of the Product; or (iv) permit
the use of the Product by any third party without the prior written consent of
CA, save for contract staff of the Licensee who are acting on the Licensee’s
business, not engaged in facilities management and who the Licensee agrees
as a condition of this Agreement to ensure such contract staff shall comply
with all the terms of this Agreement, including without limitation,
confidentiality provisions.
Section 10. (A) is deleted and replaced with:
NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING,
WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OR CONDITIONS OF
MERCHANTABILITY, SATISFACTORY QUALITY AND FITNESS FOR A
PARTICULAR PURPOSE, ARE MADE BY CA; AND
The following is added at the end of Section 10:
The foregoing exclusions and limitations upon liability shall not apply to any
liability for damages arising from (a) tangible property damage to the extent
that such is due to the negligence of an employee or authorized agent of CA,
in which event CA’s maximum liability shall be limited to $1,000,000 for each
event or series of events, or (b) death or personal injury caused by the
negligence of an employee or authorized agent of CA.
France
The CA subsidiary that is the licensor is Computer Associates S.A.
The Commercial Court of Paris shall have exclusive jurisdiction regarding any
dispute that may arise between the parties dealing with the formation,
execution, interpretation, or termination of this Agreement, including but not
limited to measures of conservation, emergency proceedings, warranty
proceedings, petition or in case of more than one defendant.
Any question concerning this Agreement should be referred to Computer
Associates S.A., Immeuble Ex-Libris, 25, Quai du Président Paul Doumer,
92408 Courbevoie Cedex, Attention: Worldwide Law Department.
Germany
The CA subsidiary that is the licensor is C.A. Computer Associates GmbH.
Section 6 of the Agreement is deleted.
The twelfth sentence of Section 8 is deleted. The sixteenth sentence of Section
8 is deleted and replaced with:
Licensee shall comply with all relevant import and export regulations, including
those adopted by the Office of Export Administration of the US Department of
Commerce, any competent EU government and German export regulations.
Licensee understands and acknowledges that US, EU and German restrictions
vary regularly and, depending on Product, Licensee must refer to then current
US, EU or German regulations.
CA shall not be liable for any infringement based upon use of other than an
unaltered release of the Product unless altered with CA's prior written consent.
In case of (i) willful misconduct, no limitation of liability applies;(ii) personal
injury or damage to property, CA’s liability to Licensee is limited to the
maximum amount that CA will recover under its insurance policies; (iii) gross
negligence that results in other damage than personal injury or damage to
property, CA’s liability to Licensee shall be limited to an amount equal to the
license fee for the Product; (iv) negligence that results in damages other than
personal injury or damage to property, CA’s liability to Licensee shall be
limited to an amount equal to fifty percent (50%) of the license fee for the
Product. Notwithstanding the foregoing, the aggregated liability according to
(iii) and (iv) above shall never exceed an amount equal to the purchase price
of the Product. Except in case of willful misconduct or gross negligence,
neither party shall be liable to the other for indirect, incidental, special or
consequential damage, including but not limited to harm to services supplied
by Licensee, or loss of business, loss of profit, or loss of data, arising out of or
in connection with the implementation or the use of the Product. No actions,
regardless of form, arising out of this Agreement may be brought by either
party more than three (3) years after the cause of action has arisen, or, in the
cause of non-payment, more than three (3) years from the date of the
relevant invoice. Neither party shall be liable for delay in performing or failure
to perform any of its obligations under this Agreement if the delay or failure
results from events or circumstances outside its reasonable control. Such
delay or failure shall not constitute a breach of this Agreement and time for
performance shall be extended by time equivalent to the length of the delay
caused by force majeure.
Greece
The CA subsidiary that is the licensor is COMPUTER ASSOCIATES HELLAS LTD.
Any dispute hereunder shall finally be determined by Athens Courts.
Hong Kong
The CA subsidiary that is the licensor is Computer Associates International Ltd.
laws of Hong Kong. The courts of Hong Kong will have sole and exclusive
jurisdiction with respect to any disputes arising out of this Agreement.
The following is added at the end of Section 10:THE AFOREMENTIONED
LIABILITY LIMITATION AND THE AFOREMENTIONED MAXIMUM LIABILITY
AMOUNT WILL NOT AFFECT OR PREJUDICE THE STATUTORY RIGHTS OF THE
LICENSEE UNDER THE SALE OF GOODS ORDINANCE, THE SUPPLY OF
SERVICES (IMPLIED TERMS) ORDINANCE OR THE CONTROL OF EXEMPTION
SECTIONS ORDINANCE, NOR WILL THEY LIMIT OR EXCLUDE ANY LIABILITY
FOR DEATH OR PERSONAL INJURY SOLELY CAUSED BY CA'S NEGLIGENCE.
India
The CA subsidiary that is the licensor is C.A. Computer Associates India Pvt.
Ltd.
This Agreement and the terms hereof shall be governed and construed in
accordance with the laws of India and the courts of Mumbai shall have sole
and exclusive jurisdiction with respect to any disputes arising out of this
Agreement.
Indonesia
This Agreement and the terms hereof shall be governed and construed in
accordance with the laws of Indonesia. The courts of Indonesia, located in
Jakarta, will have the sole and exclusive jurisdiction with respect to any
disputes arising out of this Agreement.
Section 9 is amended by adding the following:
Licensee represents that Licensee (i) has full corporate power and authority;
and (ii) is legally capable to execute, deliver and perform this Agreement. CA
and Licensee agree to waive any provisions, procedures and operation of any
applicable law to the extent that a court order is required for termination of
this Agreement.
Israel
The CA subsidiary that is the licensor is CA COMPUTER ASSOCIATES ISRAEL
LTD.
Any dispute hereunder shall finally be determined by Tel Aviv Courts.
Italy
The CA subsidiary that is the licensor is COMPUTER ASSOCIATES S.p.A.
According to article 1341 and 1342 of the Italian Civil Code, the Licensee
expressly accepts the terms and conditions included in Sections 6 (specifically
the interest rate set forth in the last sentence), 8 and 9.
Any dispute hereunder shall finally be determined by Milan Courts.
Japan
The CA subsidiary that is the licensor is Computer Associates Japan, Ltd.
The third sentence of Section 6 is deleted and replaced with:
Licensee agrees to pay any tariffs, duties or taxes imposed or levied by any
government or governmental agency other than the taxes for which CA is
responsible upon a presentation of invoices by CA.
laws of the country of Japan, without regard to its choice of law provisions.
Any dispute hereunder shall finally be determined by Tokyo District Court
located in Tokyo Japan.
Associates Japan, Ltd., 2-1-1, Nishishinjyuku, Shinjyuku-ku, Tokyo, 163-0439,
Japan, Attention: Worldwide Law Department.
Korea
The CA subsidiary that is the licensor is Computer Associates Korea Limited.
laws of Republic of Korea, without regard to its choice of law provisions.
Associates Korea Limited, City Air Tower (18th Fl.), 159-9, Samsung-Dong,
Kangnam-Ku, Seoul 135-973 Korea, Attention: Worldwide Law Department.
Malaysia
The CA subsidiary that is the licensor is Computer Associates (M) Sdn. Bhd.
laws of Malaysia. The courts of Malaysia will have sole and exclusive
Although CA specifies that there are no other warranties, Licensee may have
certain rights under the Consumer Protection Act 1999 and the warranties are
only limited to the extent permitted by the applicable legislation.
Mexico
The CA subsidiary that is the licensor is Computer Associates de México S.A.
de C.V.
laws of México. Any dispute hereunder shall be determined by the Tribunales
de la Cuidad de México.
Associates de México S.A. de C.V, Avenida Jaime Balmes, 8 - Piso 4 - Oficina
403 - Col. Los Morales - Polanco , 11510 - Mexico - DF - At.: Finance
Department.
Netherlands
The CA subsidiary that is the licensor is Computer Associates B.V.
CONDITIONS OF MERCHANTABILITY OR SATISFACTOERY QUALITY AND
license for such purpose from CA, operates or uses the Product for the benefit
as a condition of this Agreement to ensure that such contract staff shall
comply with all the terms of this Agreement, including without limitation,
Section 10.(A) is deleted and replaced with:
PARTICULAR PURPOSE, ARE MADE BY CA.
negligence of an employee or authorized agent of CA, or (c) willful misconduct
or gross negligence of CA.
New Zealand
The CA subsidiary that is the licensor is Computer Associates (N.Z.) Ltd.
Notwithstanding the final sentence of Section 6, the applicable interest charge
on invoices unpaid by Licensee is 1.5% per month.
laws of New Zealand. The courts of New Zealand will have sole and exclusive
Although CA specifies that there are no warranties, Licensee may have certain
rights under the Consumer Guarantees Act 1993 or other legislation which
cannot be excluded or limited. The Consumer Guarantees Act 1993 will not
apply in respect of any goods or services which CA supplies, if Licensee
acquires the goods and services for the purposes of a business as defined in
that Act. Where the Product is not acquired for the purposes of a business as
defined in the Consumer Guarantees Act 1993, the limitations in this Section
are subject to the limitations in that Act.
CA’s rights under this Section shall also apply if any resolution is passed or
proceedings are commenced for the liquidation or winding up of Licensee.
Norway
The CA subsidiary that is the licensor is Computer Associates Norway AS.
license from CA for such purpose, operates or uses the Product for the benefit
Peru
The CA subsidiary that is the licensor is Computer Associates de Peru S.A.
laws of Peru. Any dispute hereunder shall be determined by the Tribunales
Ordinarios de La Cuidad de Lima.
Associates de Peru S.A, Avenida Paseo de La Republica, 3211, Piso 11, San
Isidro, Lima 27, Peru - At.: Finance Department.
Philippines
The CA subsidiary that is the licensor is Philippine Computer Associates
International Inc.
The first seven sentences of Section 8 are deleted and replaced with:
Title to the Product and all modifications thereto shall remain with CA. The
Product is a trade secret and the proprietary property of CA or its licensors.
Usage rights respecting the Product may not be exchanged for any other CA
product. Licensee and its employees will keep the Product and the terms of
this Agreement strictly confidential. To the maximum extent permitted by
applicable law, Licensee will not disclose, de-compile, disassemble nor
otherwise reverse engineer the Product.
laws of the Philippines. The courts of Makati City will have sole and exclusive
If Licensee breaches any term of this Agreement or if Licensee becomes
hereunder and/or to terminate this Agreement immediately upon notice and,
in addition to all other rights of CA, all amounts due or to become due
hereunder will immediately be due and payable to CA.
Poland
If payments are to be made in PLN, the last sentence of Section 6 is replaced
as follows:
Any invoice which is unpaid by Licensee when due shall be subject to an
interest charge equal to the lower of 1.5% per month or the statutory delay
interest rate then applicable in Poland.
The laws of Poland govern this Agreement.
If Licensee breaches any term of this Agreement or if Licensee becomes
hereunder and/or, to the extent permitted by the applicable law, to terminate
this Agreement immediately and, in addition to all other rights of CA, all
amounts due or to become due hereunder will immediately be due and
payable to CA.
Portugal
Any dispute hereunder shall finally be determined by Lisbon Courts.
Singapore
The CA subsidiary that is the licensor is Computer Associates Pte. Ltd.
laws of Singapore. The courts of Singapore will have sole and exclusive
The following is added to the end if Section 9:
To the full extent permitted by applicable law, CA disclaims all implied
conditions or warranties of satisfactory quality or fitness for purpose.
The limitation of liability set forth in this Section above will not apply to any
breach of CA’s obligations implied by Section 12 of the Sales of Goods Act
(Cap 393). In addition, if you are a consumer, the limitation of liability will not
apply to any breach of CA’s obligations implied by Sections 13, 14 or 15 of the
Sale of Goods Act (Cap 393).
Sweden
The CA subsidiary that is the licensor is Computer Associates Sweden AB.
license from CA for that purpose, operates or uses the Product for the benefit
as condition of this Agreement to ensure that such staff shall comply with all
the terms of this Agreement, including without limitation, confidentiality
provisions.
Switzerland
THE PLACE OF PERFORMANCE OF ANY DUTIES OF CA UNDER THIS
AGREEMENT IS ISLANDIA, NEW YORK.
ANY DISPUTE HEREUNDER SHALL BE DETERMINED BY A COURT OF
COMPETENT JURISDICTION WITHIN THE STATE OF NEW YORK, U. S. A.
Taiwan
The CA subsidiary that is the licensor is Computer Associates Taiwan Ltd.
The second sentence of Section 6 is deleted and replaced with:
All fees are inclusive of VAT.
laws of the Republic of China, without regard to its choice of law provisions.
Any dispute hereunder shall be determined by Taipei District Court.
Thailand
The CA subsidiary that is the licensor is Computer Associates Pte. Ltd.
laws of Thailand. The courts of Thailand will have sole and exclusive
Turkey
Licensee undertakes to keep all information of trade secret nature strictly
private and confidential, and to use all necessary measures and its best efforts
in order to assure and maintain the confidentiality thereof and to prevent and
protect it, or any part thereof, from disclosure to any third person.
Furthermore, Licensee hereby expressly undertakes: (i) not to use a CA trade
secret directly or indirectly in any respect or for whatever reason on its own
behalf or on behalf of any third party or allow it to be used for any other
purpose except as expressly permitted by CA; or (ii) not to disclose, decompile, disassemble nor otherwise reverse engineer the Product and to avoid
such a disclosure in whatever form, and (iii) not to copy or permit the others
to copy without CA’s prior written consent
Licensee acknowledges that in the event of a breach of any one of the
obligations imposed upon it under this Section, CA might suffer significant
damage, notwithstanding the return of all copies of the Product, arising out of
the fact that it has breached the aforesaid obligations. Consequently, Licensee
undertakes to indemnify CA in full against any such damage.
Licensee acknowledges that CA has the right to prevent any threat to
confidentiality or restrain ongoing infringement or breach of confidentiality by
Licensee through legal proceedings and in case an order is obtained against
Licensee for breach, Licensee shall reimburse CA’s juridical costs and expenses
including the attorney fees.
In the event that CA is rendered unable, wholly or in part, to perform or
implement any of its warranties herein set forth, by force majeure which
includes governmental controls or orders of the government of Turkey, acts of
God, wars, commotion or riot, epidemics, strikes, lockouts and any other
events or forces beyond its reasonable control, it shall be relieved from such
warranties and shall not be held liable for the non-fulfillment and/or
suspended implementation thereof, as long as and to the extent that the effect
of such events or forces remains unabated.
The following is added at the end of the second sentence of Section 10:
EXCEPT THAT MAY ARISE FROM CA’S WILFUL FAULT OR NEGLIGENCE.
United Kingdom
The CA subsidiary that is the licensor is Computer Associates Plc.
license from CA for that purpose, operates or uses the Product for the benefit
All disputes relating to this Agreement will be governed by the laws of England
and Wales and will be submitted to the exclusive jurisdiction of the English
courts.
Venezuela
The CA subsidiary that is the licensor is Computer Associates de Venezuela,
CA.
laws of Venezuela. Any dispute hereunder shall be determined by the
Tribunales Ordinarios de la Cuidad de Caracas.
Associates de Venezuela, CA, Avenida Principal de La Castellana - Centro
Letonia, Torre ING Bank, Piso 10, Oficina 105 - 1060 - Caracas - Venezuela At.: Finance Department.
16. If the Product contains third party software, and the licensor requires the
incorporation of specific license terms and conditions for such software into
this Agreement, those specific terms and conditions, which are hereby
incorporated by this reference, are located below this Agreement.
LICENSEE ACKNOWLEDGES THAT THIS LICENSE HAS BEEN READ AND
UNDERSTOOD AND BY SELECTING THE ["I agree"] BUTTON, LICENSEE
ACCEPTS ITS TERMS AND CONDITIONS. LICENSEE ALSO AGREES THAT THIS
LICENSE (INCLUDING ANY ORDER FORM REFERENCING THIS AGREEMENT
AND ANY TERMS RELATING TO THIRD PARTY SOFTWARE WHICH ARE SET
FORTH BELOW THIS AGREEMENT) CONSTITUTES THE COMPLETE AGREEMENT
BETWEEN THE PARTIES REGARDING THIS SUBJECT MATTER AND THAT IT
SUPERSEDES ANY INFORMATION LICENSEE HAS RECEIVED RELATING TO THE
SUBJECT MATTER OF THIS AGREEMENT, EXCEPT THAT THIS AGREEMENT
(EXCLUDING THE THIRD PARTY TERMS BELOW) WILL BE SUPERSEDED BY
ANY WRITTEN AGREEMENT, EXECUTED BY BOTH LICENSEE AND CA,
GRANTING LICENSEE A LICENSE TO USE THE PRODUCT. THIS AGREEMENT
MAY ONLY BE AMENDED BY A WRITTEN AGREEMENT SIGNED BY AUTHORIZED
REPRESENTATIVES OF BOTH PARTIES.
SELECT THE ["I agree"] BUTTON TO ACCEPT THE TERMS AND CONDITIONS
OF THIS AGREEMENT AS SET FORTH ABOVE AND PROCEED WITH THE
INSTALLATION PROCESS.
SELECT THE ["I disagree"] BUTTON TO HALT THE INSTALLATION PROCESS.
Index
logging • 82
rules
A
administrative client, starting • 24
Advantage Ingres
Microsoft Access Reports option • 185
Seagate Crystal Reports option • 179
AHD.DLL • 64
AIX secondary server
Unicenter NSM integration • 59
web interface • 49
AIX server
new installations • 29
system requirements, reviewing • 27
upgrade installations • 30
web interface
accessing • 52
configuring • 52
defining • 73
loading • 84
setting up • 73
syntax • 74
tngwriter_rule.dat • 73
H
HP-UX secondary server
HP-UX server
secondary server setup • 39, 40, 41, 42, 43
web interface
installing • 49
accessing • 52
C
configuring • 52
cawto command • 64
client
client interface, starting • 191, 194, 240
configuring • 178, 194
installing • 173, 193
local installation (Windows) • 174
network installation (Windows) • 175
reports, configuring • 179, 240
Screen Painter, configuring • 179, 240
silent installation (Windows) • 177
system requirements, reviewing • 173, 193,
233
configuration script • 60, 194
CR_CREATE action • 65
installing • 49
D
Daemon Proctor, starting • 24
daemons
starting • 22
I
IPlanet web server, configuring • 52
L
Linux client
client interface, starting • 194
configuring • 194
installing • 193
Linux secondary server
Linux server
installing • 28
web interface
E
email options, Windows, configuring • 25
event writers, Unicenter NSM
Index 287
accessing • 52
configuring • 52
installing • 49
M
Microsoft Access Reports option
Advantage Ingres • 185
migrate_to_60.cmd • 198
msg_action record • 64
web interface
accessing • 52
configuring • 52
installing • 49
server, HP-UX
web interface
N
accessing • 52
NX.env, object manager setup • 43
NX_MAX_DBAGENT variable, object manager
setup • 43
configuring • 52
O
Options Manager
email options • 25
P
pdm_client.exe • 194
pdm_configure.exe • 60, 194
pdm_edit.pl • 46, 50, 60
pdm_init.exe • 60
pdm_proctor_init • 50, 60
pdm_startup.rmt • 43, 46, 50, 60
pdm_startup.tpl • 46, 50, 60
pdm_status.exe • 41, 43, 60, 86
R
Reports option, Windows client, configuring •
179, 240
S
Screen Painter option
Windows
client, configuring • 179, 240
Seagate Crystal Reports option
secondary server
web interface • 45, 49
server configuring • 22
server, AIX
installing • 49
server, Linux
installing • 28
simple migration • 198
web interface
accessing • 52
configuring • 52
installing • 49
server, Sun Solaris
web interface
accessing • 52
configuring • 52
installing • 49
server, UNIX
web interface
accessing • 52
configuring • 52
installing • 49
server, Windows
configuring • 22
email options, configuring • 25
installing • 15
modifying • 18
web interface
accessing • 48
CleverPath Portal, integrating with • 49
installing • 46
integrating • 24
prerequisites • 45
services, starting • 52
Service Desk Administrative Client package
administrative client
installing • 238
registering • 234
source components, removing • 237
setup.iss • 177
stdlog file • 82
Sun Solaris secondary server
Sun Solaris server
web interface
accessing • 52
configuring • 52
installing • 49
T
tngfilter_rule.dat • 69
tngimpt command, Unicenter NSM • 62
tngwriter_rule.dat • 73
topology.cfg • 86
U
Unicenter NSM
2D/3D map, troubleshooting • 88
2D/3D map, using • 62
AHD.DLL • 64
cawto command • 64
database, populating • 62
events
console messages, monitoring • 64
filtering • 65, 66
integration, troubleshooting • 88
writer rules • 73
writers • 73
filter rules • 65
defining • 69
setting up • 68
syntax • 69
filtered events, maintaining • 86
filtering, error messages • 92
generic event data • 67
installation • 59
logging • 82, 94
msg_action record • 64
server configuration, reviewing • 91
slump connection, checking • 93
tngfilter_rule.dat • 69
tngimpt command • 62
topology.cfg • 86
Unicenter ServicePlus SD
integration • 60
post-integration • 62
pre-integration • 59
uniconv daemon • 64, 66
Unicenter Software Delivery
installing • 238
registering • 234
uniconv daemon • 64, 66
UNIX client
client interface, starting • 194
configuring • 194
installing • 193
UNIX secondary server
UNIX server
Index 289
web interface
accessing • 52
configuring • 52
installing • 49
W
web interface
Windows • 24
web interface, AIX
accessing • 52
configuring • 52
installing • 49
web interface, HP-UX
accessing • 52
configuring • 52
installing • 49
web interface, Linux
accessing • 52
configuring • 52
installing • 49
web interface, Sun Solaris
accessing • 52
configuring • 52
installing • 49
web interface, UNIX
accessing • 52
configuring • 52
installing • 49
web interface, Windows
accessing • 48
configuring • 48
installing • 46
web.cfg • 48, 52
Windows client
installing • 238
client interface, starting • 191, 240
configuring • 178
installing • 173
local installation • 174
network installation • 175
reports, configuring • 179, 240
Screen Painter, configuring • 179, 240
registering • 234
silent installation • 177
system requirements, reviewing • 173, 233
Windows secondary server
Windows server
configuring • 22
email options, configuring • 25
installing • 15
modifying • 18
web interface
accessing • 48
installing • 46
integrating • 24
writer rules, Unicenter NSM • 84