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Administration Guide
r12.6
CA Service Desk Manager
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CA Product References
This documentation set references the following CA products:
■ CA Advantage™ Data Transformer (ADT)
■ CA Asset Portfolio Management (CA APM)
■ CA CMDB
■ CA Business Intelligence
■ CA Cohesion® Application Configuration Manager (CA Cohesion ACM)
■ CA Embedded Entitlements Manager (CA EEM)
■ CA Enterprise Workload Automation (CA EWA)
■ CA IT Process Automation Manager (CA IT PAM)
■ CA Management Database (CA MDB)
■ CA Management Portal
■ CA Network and Systems Management (CA NSM)
■ CA Portal
■ CA Remote Control Manager (CA RCM)
■ CA Service Desk Manager (CA SDM)
■ CA Service Management
■ CA Siteminder
■ CA Software Delivery
■ CA Spectrum® Infrastructure Manager (CA Spectrum)
■ CA Wily
■ CA Workflow
■ Unicenter Asset Portfolio Management (UAPM)
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Contents 5
Contents
Chapter 1: Introduction 25
Audience ..................................................................................... 25
What You Need to Know ...................................................................... 25
Service Management Processes and Best Practices .............................................. 26
Chapter 2: Managing Servers 27
Number of Servers ........................................................................... 27
Server Configuration Tasks .................................................................... 28
Configuring TCP/IP ........................................................................... 28
Change a Server Configuration ................................................................ 29
ITIL Configuration ............................................................................ 29
ITIL Service Disciplines .................................................................... 30
Employee and Guest Interface Options ..................................................... 31
Configuration Item Notifications ........................................................... 33
Activity Log Security ...................................................................... 33
PDA Interface ............................................................................ 35
Start a Secondary Server ..................................................................... 36
Start the Primary Server ...................................................................... 36
Server Status ................................................................................ 39
Configure SSL on Tomcat ..................................................................... 39
How to Deploy CMDBf Web Services ........................................................... 40
Stop a Server (Windows)...................................................................... 41
Stop a Server (UNIX) ......................................................................... 41
Chapter 3: Defining Business Structure 43
How to Define the Business Structure .......................................................... 43
Contacts ................................................................................. 44
Groups ................................................................................... 44
Sites ..................................................................................... 44
Locations ................................................................................. 45
Organizations ............................................................................. 45
Define the Business Infrastructure ............................................................. 46
Object Definition Order .................................................................... 46
Families and Classes ...................................................................... 46
Manufacturer and Models .................................................................. 47
Service Status ............................................................................ 47
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6 Administration Guide
Vendor Types and Vendors ................................................................ 47
Configuration Items ....................................................................... 48
External Asset Management Tools .......................................................... 48
Multi-Site Support ............................................................................ 49
Multi-Site Overview ....................................................................... 50
Set Up a Multi-Site CA Service Desk Manager System ....................................... 51
Multi-Tenancy ................................................................................ 62
Service Provider .......................................................................... 63
How Multi-Tenancy Works ................................................................. 64
User Interface Impact ..................................................................... 70
Support Automation Impact ............................................................... 72
Knowledge Management Impact ........................................................... 73
How to Use Multi-Tenancy ................................................................. 74
Chapter 4: Implementing Policy 85
Policy Implementation ........................................................................ 85
Notifications .................................................................................. 85
Activity Associations ...................................................................... 86
Activity Notifications ...................................................................... 86
Object Contact Notifications ............................................................... 88
Notification Methods ...................................................................... 89
Email Notifications ........................................................................ 91
Notification Rules ......................................................................... 95
Example: Create a Message Template ..................................................... 105
Artifacts in Messages ..................................................................... 106
Notification Codes and Phrases ........................................................... 107
Manual Notification Recipients List ........................................................ 110
Previous Assignee Notifications ........................................................... 111
Configuration Item Notifications .......................................................... 114
Survey Notifications ...................................................................... 116
How to Add URL Hyperlinks to Notifications ................................................ 116
Notification Log Reader ................................................................... 117
Email Administration ......................................................................... 121
Mailboxes ............................................................................... 122
Mailbox Rules ............................................................................ 122
Mailbox Policies .......................................................................... 128
How to Implement Mailboxes ............................................................. 129
Multiple Mailboxes ....................................................................... 134
How to Configure Email Replies ........................................................... 136
Artifacts ................................................................................. 138
Artifact Use Considerations ............................................................... 139
Artifact Protection and Security ........................................................... 140
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Contents 7
Service Level Agreements .................................................................... 141
SLA Usage .............................................................................. 142
Classic SLA Processing ................................................................... 142
Service Types and Events ................................................................ 143
How to Implement Service Types ......................................................... 143
Predefined Service Types ................................................................. 144
Events Setup ............................................................................ 145
Service Targets .......................................................................... 147
Service Contracts ........................................................................ 148
Service Contracts Migration............................................................... 149
Time to Violation ......................................................................... 149
Time Zones and Workshifts ............................................................... 150
Security ..................................................................................... 153
CA EEM and CA Workflow User Base Configurations ........................................ 153
Security Considerations .................................................................. 161
CA EEM Authentication for CA IT PAM ..................................................... 162
User Authentication .......................................................................... 163
How CA Service Desk Manager Authenticates Users ........................................ 163
External Authentication .................................................................. 164
Validation Types ......................................................................... 165
Logged In and Licensed User Counts ...................................................... 165
Internal Logs ................................................................................ 166
CA Service Desk Manager Integration ......................................................... 166
Data Partition Associations ................................................................... 166
Data Partitions ........................................................................... 167
Data Partitions Setup .................................................................... 167
Constraint Specifications ................................................................. 168
Constraint Types ......................................................................... 169
Create a Data Partition Constraint for CAB Assignments .................................... 171
Configure Knowledge Management Data Partition Constraints for Role-Based Permissions .... 172
Surveys ..................................................................................... 173
Configure Your System for Surveys ....................................................... 173
Prepare a Survey ........................................................................ 173
Define Survey Notifications ............................................................... 174
Survey Reporting ........................................................................ 175
Managed Survey ......................................................................... 175
Web Services ................................................................................ 176
Chapter 5: Configuring User Accounts 177
Contacts .................................................................................... 177
Contact Definitions .......................................................................... 177
Groups ...................................................................................... 179
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8 Administration Guide
Contact Types ............................................................................... 179
Determine Behavior Based on Contact Type ............................................... 180
Notification Setup Based on Contact Type ................................................. 180
Select Contacts Based on Contact Type.................................................... 180
Special Handling Types ...................................................................... 180
How to Configure Special Handling Contacts ............................................... 181
Associate a Contact to a Special Handling Type ............................................ 183
LDAP Directory Data ......................................................................... 183
Configure LDAP Options .................................................................. 185
Verify LDAP Integration .................................................................. 187
Create a Contact Automatically ........................................................... 189
Access Type Assignments From LDAP Groups .............................................. 190
Batch Import Contacts Using LDAP Data ................................................... 190
Batch Update Contacts Using LDAP Data .................................................. 193
LDAP Authentication ..................................................................... 195
Transport Layer Security ................................................................. 196
Attribute Mapping ........................................................................ 196
Troubleshooting ......................................................................... 198
Chapter 6: Managing Roles 209
Roles ....................................................................................... 209
Predefined Roles ............................................................................. 209
Role-Based Security ......................................................................... 212
How Access Types Work .................................................................. 212
Role Records ............................................................................ 215
Functional Access Areas .................................................................. 216
Data Partitions ........................................................................... 221
Role-Based Navigation ....................................................................... 221
Tabs .................................................................................... 221
Predefined Tabs ......................................................................... 222
Web Forms .............................................................................. 225
Form Groups ............................................................................ 225
Menu Trees .............................................................................. 225
Menu Tree Resources .................................................................... 226
Menu Bars ............................................................................... 227
Toolbars ................................................................................ 228
Go Resources ............................................................................ 229
Help Sets ................................................................................ 229
How to Implement a Custom Role ............................................................ 230
How to Implement a Custom Menu Tree....................................................... 231
Create a Role Record ........................................................................ 232
Create a Tab Record ......................................................................... 233
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Create a Menu Bar Record ................................................................... 234
Create a Web Form Record ................................................................... 235
Copy a Menu Tree ........................................................................... 236
Create and Customize a Menu Tree ........................................................... 237
Create and Publish a Help Set ................................................................ 239
Switch Roles ................................................................................ 240
Chapter 7: Establishing Support Structure 241
Support Structure ........................................................................... 241
Models ...................................................................................... 242
Internal Model ........................................................................... 242
External Model ........................................................................... 243
Combined Model ......................................................................... 244
CA Workflow ................................................................................ 245
Workflow at Runtime ..................................................................... 246
Select a Workflow Process Definition ...................................................... 246
Workflow Tasks .......................................................................... 247
CA IT PAM Workflow Integration .............................................................. 247
CA IT PAM Components .................................................................. 249
CA IT PAM Integration with CA Service Desk Manager at Run Time .......................... 250
How to Create a Process Definition ........................................................ 251
Create a Start Request Form ............................................................. 252
Attach a CA IT PAM Process Definition ..................................................... 253
Shared Codes ............................................................................... 254
Priority Codes ........................................................................... 255
Severity Codes .......................................................................... 255
Impact Codes............................................................................ 256
Urgency Codes .......................................................................... 256
Status Codes ................................................................................ 257
Request Status Codes .................................................................... 257
Change Order Status Codes .............................................................. 259
Issue Status Codes ...................................................................... 260
Task Status Codes ....................................................................... 261
Task Types .................................................................................. 262
Incident Tracking ............................................................................ 263
Install Incident Tracking .................................................................. 263
Request/Incident/Problem Areas .............................................................. 264
Request/Incident/Problem Area Properties ................................................. 265
Define Request/Incident/Problem Areas for Self-Service .................................... 267
Change Order and Issue Categories ........................................................... 267
Predefined Change Categories ............................................................ 268
Predefined Issue Categories .............................................................. 269
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10 Administration Guide
Rules for Changing Categories on a Ticket ................................................. 269
Category Properties ...................................................................... 270
Define Change and Issue Categories for Self-Service ....................................... 272
Automatic Closure of Tickets ................................................................. 273
How to Define Auto Close Ticket Settings .................................................. 273
How to Define an Auto Close Activity Notification ........................................... 274
Related Ticket Activities ...................................................................... 275
How to Define Activity Notifications for Related Tickets ..................................... 276
How to Define Related Ticket Activity Notifications ......................................... 276
Priority Calculation........................................................................... 277
How Priority Calculation Manages Ticket Values ............................................ 278
How to Set Priority Calculation ............................................................ 280
Status Transitions and Dependent Attribute Controls ........................................... 290
Work with Status Transitions and Dependent Attribute Controls ............................. 291
Configure Status Transitions .............................................................. 291
Configure Dependent Attribute Controls ................................................... 293
Web Services Methods ................................................................... 294
Predefined Transition Flows ............................................................... 295
Best Practice: Predefined Status Transitions ............................................... 299
Status Transitions for Self-Service ............................................................ 301
How Transitions for Self-Service Work ..................................................... 301
How to Create or Update Transition Types for Transitions ................................... 302
How to Link Transition Types to Transitions ................................................ 303
Predefined Transition Types .............................................................. 303
Timers ...................................................................................... 305
Time Zones ................................................................................. 306
Service Type Event Triggers .............................................................. 306
How a Time Zone is Used ................................................................. 307
Determine Which Time Zone to Use ....................................................... 307
File Attachments ............................................................................ 308
File Attachment Upload and Download..................................................... 309
Repositories ............................................................................. 309
Announcements ............................................................................. 312
Internal Announcement Visibility .......................................................... 313
Specify Announcement Urgency........................................................... 313
Stored Queries Setup ........................................................................ 314
Sequence Numbers .......................................................................... 315
Audit Log Use ............................................................................... 316
Integration with CA Network and Systems Management ........................................ 316
Chapter 8: Controlling System Behavior 317
Options Manager Usage ...................................................................... 317
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Contents 11
How to Modify the System Environment ....................................................... 318
Events ...................................................................................... 319
Macros ...................................................................................... 319
Macro Types ............................................................................. 320
Use Macros with Events .................................................................. 321
Use Macros in the Behavior for Issue and Change Categories ............................... 321
Use Macros with Multiple Notification ...................................................... 321
Use Macros with a Site-Defined Condition ................................................. 322
Chapter 9: Configuring the Web Interface 325
Web Interface Configuration .................................................................. 325
How the Web Interface Works ................................................................ 325
Web Director and Web Load Distribution ...................................................... 326
Web.cfg and CA Service Desk Manager .................................................... 327
Assign a Web Engine to a Web Director ................................................... 328
Define the Web Engine Role by Web Director Parameters ................................... 328
Non-SSL Environment with Basic Load-Balancing .......................................... 329
Global SSL Environment with Basic Load-Balancing ........................................ 329
Targeted Login in a Non-SSL Environment with Optional Load-Balancing ..................... 330
Targeted SSL Login in a Mixed Environment with Optional Load-Balancing ................... 330
Web Directors and Web Engines Configuration ................................................. 331
How to Implement an SSL Login Environment with a Primary Server Only ................... 332
How to Create a System with a Primary Server Only ....................................... 332
Verify the Web Director Parameter Values ................................................. 335
SSL Login Environment Verification ....................................................... 336
Secondary Servers and Web Capabilities .................................................. 336
How to Prepare Web Capabilities .......................................................... 336
How to Create a System with Secondary Servers .......................................... 337
Server Configuration ..................................................................... 339
Make Changes Using pdm_edit.pl ......................................................... 350
Start Web Director ....................................................................... 355
How Web Director Handles User Sessions .................................................. 356
Improve Performance With Browser Caching .................................................. 358
Configure the Microsoft Internet Information Server ........................................ 358
Configure Apache ........................................................................ 359
Clear the Cache .......................................................................... 359
Record Locking Behavior in the Web Interface ................................................. 360
Print CA Service Desk Manager Web Pages .................................................... 361
Configuration File Modification ................................................................ 361
SchedExpMaximum ...................................................................... 369
SelListCacheExclude ..................................................................... 369
SelListCacheMax ......................................................................... 370
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Chapter 10: Configuring Auto Assignment 375
Auto Assignment ............................................................................ 375
Auto Assignment Relationships ............................................................... 376
Auto Assignment Methods .................................................................... 376
How to Begin Implementing Auto Assignment ................................................. 377
Areas and Categories .................................................................... 377
Analyst Groups .......................................................................... 378
Analysts ................................................................................. 378
Auto Assignment by Location ............................................................. 379
Auto Assignment by Workshift ............................................................ 380
Default Group and Assignee .................................................................. 381
Auto Assignment Enablement ................................................................ 382
Auto Assignment Override.................................................................... 383
Assignment Controls ......................................................................... 384
Manual Assignment ...................................................................... 384
Assignee_set Option ..................................................................... 384
Iss assignee_set ......................................................................... 384
Area_Defaults ........................................................................... 385
Require Assignee and Group Options ...................................................... 385
Templates ............................................................................... 386
CA Network and Systems Management Interface ........................................... 386
Activity Logging ............................................................................. 387
Auto Assignment Tracing ..................................................................... 387
Stored Queries .............................................................................. 387
How Auto Assignment Assigns Tickets ......................................................... 388
How Auto Assignment Assigns Workflow Tasks ................................................ 394
Configuration Item-Based Auto Assignments .................................................. 397
How Configuration Item-Based Auto Assignment Works .................................... 397
Enable Configuration Item-Based Auto Assignments ........................................ 401
Chapter 11: Managing Your Database 403
Database Management Utilities ............................................................... 403
Select and Configure your Database .......................................................... 403
Database Loader ............................................................................ 404
How to Create and Use an Input File ...................................................... 405
Drop and Restore Constraints ............................................................. 406
Database Backup ............................................................................ 407
Database Restore ............................................................................ 407
Database Table Replacement ................................................................. 407
Data Extraction .............................................................................. 408
Use the Data Extractor on UNIX .......................................................... 408
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Contents 13
Data Selection for Extraction ............................................................. 409
Data Dereferencing .......................................................................... 409
How to Use pdm_deref Example .......................................................... 410
Use the Dbadmin Mode ...................................................................... 412
Archive and Purge Rules ..................................................................... 413
Run Archive and Purge Rules ............................................................. 414
View Archive and Purge Rules ............................................................ 415
Start Archive and Purge Using a Third-Party Scheduler ..................................... 415
Archive and Purge Rule Definitions ........................................................ 416
Archive and Purge History ................................................................ 418
Attachment Handling (arcpur) ............................................................ 420
How to Restore Archived Data ............................................................ 421
Archiving and Purging KPI Data ........................................................... 422
Archive and Purge Knowledge Management Forums ........................................ 423
Archiving and Purging with FAST ESP ..................................................... 424
Chapter 12: Using the Text API 425
Text API .................................................................................... 425
Command Line Interface ................................................................. 425
CA Network and Systems Management Interface ........................................... 426
Input Format ............................................................................ 426
Keywords ............................................................................... 427
Keyword Input Conventions .............................................................. 429
Format an Email Message To Update a Ticket .............................................. 430
Start and End Email Message Delimiters ................................................... 431
How the Text API Uses Artifacts........................................................... 431
How to Set Up Notification Replies to Update Tickets ....................................... 432
Conversion Methods ..................................................................... 435
The Configuration File ........................................................................ 438
Options ................................................................................. 438
Defaults ................................................................................. 439
Ignore Incoming ......................................................................... 439
Example Input ........................................................................... 440
Chapter 13: Managing Version Control 443
How Version Control Works .................................................................. 443
Version Control Files ......................................................................... 444
Primary Server Control Files .................................................................. 444
Secondary Server and Client Control Files ..................................................... 444
Version Control for Installation Customizations ................................................ 445
Version Control Server Modes ................................................................ 446
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14 Administration Guide
Version Control File Syntax ................................................................... 447
Version Control Parameters ............................................................... 448
Uncontrol a Component .................................................................. 452
Chapter 14: Managing Configuration Items 453
Using the Web Interface ..................................................................... 453
View Configuration Items ................................................................. 454
Create a Configuration Item .............................................................. 454
Update a Configuration Item .............................................................. 455
Associate a Maintenance Window with a CI ................................................ 456
View Associated Change Windows ......................................................... 456
View Configuration Item History .......................................................... 457
Inactivate a Configuration Item ........................................................... 457
Reactivate a Configuration Item .......................................................... 458
Contact, Location, and Organization CIs ....................................................... 458
Create a CI for a Base Object ............................................................. 458
Select a Base Object for a CI ............................................................. 459
Edit CI Details for a Base Object .......................................................... 459
Edit CI Attributes for a Base Object ....................................................... 460
Create a Base Object CI Using GRLoader .................................................. 460
CI Relationships ............................................................................. 461
CI Relationship Types .................................................................... 462
Create a Relationship Type ............................................................... 462
Manage a CI Relationship................................................................. 463
Create a CI Relationship .................................................................. 463
View Relationships for a CI ............................................................... 464
Inactivate a CI Relationship .............................................................. 464
Reactivate a CI Relationship .............................................................. 465
Inactivate CI Relationships (Edit in List) ................................................... 465
Inactivate a CI Relationship Using GRLoader ............................................... 466
Reactivate a CI Relationship Using GRLoader .............................................. 467
Delete a CI Relationship from the Database................................................ 468
CI Relationship History and Comparison ................................................... 468
Versioning .................................................................................. 468
Uses of Versioning ....................................................................... 470
Shared Asset and CI Audit Trail Records ................................................... 470
Versioning Terminology .................................................................. 471
Sources of Versioning Data ............................................................... 473
CA SDM Change Management Integration ................................................. 474
CA APM Integration ...................................................................... 475
CI Versioning Management ............................................................... 476
CA SDM Change Management ............................................................ 492
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Contents 15
View CI Attributes in Other CA Products ....................................................... 493
Using the CMDBf Viewer ..................................................................... 494
CMDB Visualizer ............................................................................. 494
Perform Root Cause Analysis ............................................................. 496
Visualizer Administration ................................................................. 496
Add a Discovered Asset ...................................................................... 497
Asset and CI Flags ........................................................................... 498
CI Reconciliation ............................................................................. 499
MDR-Based Reconciliation ................................................................ 500
Identify and Resolve Ambiguous CIs ...................................................... 502
Review and Modify Inbound Data Using Transaction Work Area (TWA) ...................... 513
Manage Staged Transactions ................................................................. 518
Transaction Work Area ................................................................... 519
Populating the TWA ...................................................................... 520
How to Use the Web Interface to Update Data in the TWA .................................. 531
Manage Relationship Transactions......................................................... 534
How To Load Transactions into the CMDB .................................................. 535
TWA Administration ...................................................................... 537
CA CMDB Data Maintenance .................................................................. 541
CA CMDB Family/Class Structure .......................................................... 541
Change Family/Class of a Single CI ....................................................... 542
Change the Family/Class of a List of CIs ................................................... 543
Change CI Family/Class Using GRLoader .................................................. 543
Extending CA CMDB ...................................................................... 544
Chapter 15: Administering MDRs 555
What is an MDR? ............................................................................ 555
MDR Classes and MDR Names ............................................................ 556
How does an MDR Complement CA Service Desk Manager? ................................. 556
MDR to CA Service Desk Manager Definition ............................................... 557
MDR Launcher ............................................................................... 557
Define a URL to Launch an MDR .............................................................. 557
Set Up a CA APM MDR Provider ............................................................... 560
Launch in Context from CA CMDB to CA APM .................................................. 560
CI Properties that Support MDR Federation .................................................... 561
Federated Asset ID ...................................................................... 561
MDR Name .............................................................................. 562
MDR Class ............................................................................... 562
MDR Definition with CA Cohesion ACM Installation ......................................... 562
CA Cohesion ACM MDRs ...................................................................... 563
How to Associate an MDR to a CI Manually ................................................ 564
CA Cohesion Automatic Import ........................................................... 565
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16 Administration Guide
CI to MDR Mapping ...................................................................... 565
MDR Definition Administration ............................................................ 566
CA Cohesion ACM Report ................................................................. 567
CI Import to CA CMDB Using GRLoader ....................................................... 567
CI Naming Conventions and Restrictions ...................................................... 567
system_name Naming Convention ............................................................ 568
Using the CMDBf Viewer ..................................................................... 570
How to Update Metadata Files for CMDBf Mapping ............................................. 570
How To Display MDR Attribute Values With CA CMDB Attribute Names ....................... 572
How To Hide MDR Provider Attributes ..................................................... 573
How To Define MDR Attributes Without CA CMDB Equivalents ............................... 573
Define CMDBf Data Provider Metadata ..................................................... 574
Chapter 16: Managing Change 575
Change Management in CA Service Desk Manager ............................................. 575
Change Management Components ............................................................ 576
View the Change Calendar ................................................................... 577
CAB Responsibilities ......................................................................... 577
How the CAB Process Works .............................................................. 578
Change Manager Responsibilities ............................................................. 578
How the Change Manager Role Works ..................................................... 579
Define Tasks for the Change Manager Role .................................................... 580
Change Categories, Status, and Risk Levels ................................................... 581
View the Change Order Scoreboard ........................................................... 582
Define a Change Order Stored Query ......................................................... 582
Configure Change Manager Options ........................................................... 583
Change Calendar ............................................................................ 584
Add Schedule Information to a Change Order .............................................. 584
iCalendar Event Templates ............................................................... 585
Export Schedules to iCalendar ............................................................ 585
Schedule Views .......................................................................... 586
Scheduling View Configuration ............................................................ 588
How to Schedule Change Orders .............................................................. 596
Use the Change Scheduler Example ....................................................... 597
How to Schedule Change Windows ............................................................ 601
View Change Windows ................................................................... 602
Associate a CI with a Maintenance Window ................................................ 602
View Associated CIs ...................................................................... 603
Create a Blackout Window Example ....................................................... 604
Create a Global Maintenance Window ..................................................... 605
Conflict Analysis and Collision Detection ....................................................... 605
CA Workflow Visualization .................................................................... 605
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Contents 17
How to Visualize the Workflow ............................................................ 606
Change Management Process Definition for CA Workflow ....................................... 607
Change Management Process Definition Components ....................................... 608
How to Set Up the Change Management Process Definition ................................. 608
How the Change Management Process Definition Works .................................... 614
ActivityNode Actor not found: Update Object -Service Desk r12 ............................. 625
Change Order Does Not Close ............................................................ 626
CAB Console and Reporting .................................................................. 626
Manage CAB Groups ..................................................................... 627
Assign CAB Groups ...................................................................... 629
CAB Approvals ........................................................................... 629
Change CAB Console Properties ........................................................... 629
Change Management Reporting ........................................................... 631
Risk Assessment............................................................................. 631
How to Implement the Risk Survey ....................................................... 632
How to Access a Risk Survey Directly from a URL .......................................... 634
Impact Explorer ............................................................................. 635
Launch Impact Explorer .................................................................. 636
Explore Attached CIs ..................................................................... 636
View a CI in Impact Explorer ............................................................. 637
Add a Related CI to a Change Order ...................................................... 637
Display the CI Descendants List ........................................................... 638
Launch CMDB Visualizer from Impact Explorer ............................................. 638
Configuring Impact Explorer .............................................................. 638
Chapter 17: Managing CA Business Intelligence Reports 641
CA Business Intelligence Reports ............................................................. 641
Reporting Scenarios ......................................................................... 642
Reporting Components ....................................................................... 642
Reporting Data Flow Diagram ................................................................ 645
View Reports in InfoView ..................................................................... 646
Security and Authorization ................................................................... 646
Groups and Users ........................................................................ 647
Universe and Universe Connections ....................................................... 647
Report Folders ........................................................................... 648
Access Levels ............................................................................ 650
How to Point an Existing CA Business Intelligence Server to a CA Service Desk Manager Server... 651
Create an ODBC Data Source ............................................................. 651
Configure the Universe ................................................................... 652
Export the Universe ...................................................................... 653
How to Set Up Data Partitions Security for Reporting ........................................... 653
Add the CA Service Desk Manager Privileged User to CMC .................................. 654
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18 Administration Guide
Define Universe Database Credentials ..................................................... 654
Establish Data Partitions.................................................................. 655
Replicated Database for Offline Reporting ..................................................... 655
Role-Based Reports .......................................................................... 656
Define Role-Based Reports for the Role .................................................... 656
Display New Reports on the Reports Tab .................................................. 658
Web-Based Reports .......................................................................... 664
BusinessObjects InfoView Interface ....................................................... 665
Navigate to Reports ...................................................................... 665
InfoView Preferences ..................................................................... 666
Schedule Reports ........................................................................ 666
Data Analysis Setup ...................................................................... 667
Publish and Distribute Reports ............................................................ 667
Dashboard Reports .......................................................................... 668
View Operational Dashboard Reports ...................................................... 669
Ad Hoc Reports .............................................................................. 669
Web Intelligence Interface ................................................................ 669
How Ad Hoc Reporting Works ............................................................. 670
Example Ad Hoc Reports ................................................................. 670
Key Performance Indicators .................................................................. 675
KPI Types ............................................................................... 676
Predefined KPIs .......................................................................... 676
KPI Daemon ............................................................................. 677
System KPIs ............................................................................. 677
Stored Query KPIs ....................................................................... 679
SQL KPIs ................................................................................ 679
KPI Fields ............................................................................... 680
Retrieve Ticket Data ..................................................................... 682
Troubleshooting ......................................................................... 684
Write CA Business Intelligence Reports ........................................................ 686
CA Service Desk Manager ODBC Driver .................................................... 686
Write SQL for BusinessObjects Reports .................................................... 687
PDM Functions ........................................................................... 688
Attribute Aliases ......................................................................... 690
pdm_isql Interactive SQL ................................................................. 690
Chapter 18: Generating Reports in CA Service Desk Manager 693
Generate Reports ............................................................................ 693
Database Views ............................................................................. 693
Basic Views .............................................................................. 694
Advanced Views ......................................................................... 696
Reports Method Setup ....................................................................... 697
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Contents 19
Reports Formatting .......................................................................... 697
Column Sort Order Modification ............................................................... 698
Summary and Detail Reports ................................................................. 698
Analysis Reports ............................................................................. 699
Generate Request or Issue Reports ....................................................... 699
Generate Request Area or Issue Category Reports ......................................... 700
Generate Request Area Proirity or Issue Category Priority Reports .......................... 700
Chapter 19: Managing Knowledge 701
Knowledge Management ..................................................................... 701
Find Procedures for Knowledge Management .................................................. 702
Knowledge and Multi-Tenancy ................................................................ 702
How to Set Up a Knowledge Base ............................................................. 703
Import Sample Knowledge Data .......................................................... 703
Knowledge Base Monitoring .............................................................. 703
Knowledge Base Re-Index ................................................................ 704
Index and De-Index Queue Settings for Batch and Instant Processing ....................... 704
How to Use Documents in the Knowledge Base ................................................ 705
Knowledge Submission from CA Service Desk Manager ..................................... 707
Knowledge Submission from Self-Service .................................................. 707
Document Attributes ..................................................................... 707
Document Permissions ................................................................... 708
Resolution Editing ........................................................................ 708
Document Publication Preparation ......................................................... 709
Document Publication .................................................................... 709
Version Documents ...................................................................... 709
Document Expiration ..................................................................... 710
Document Archive and Purge ............................................................. 711
Knowledge Files ............................................................................. 711
Knowledge Search ........................................................................... 711
Forums ..................................................................................... 712
Knowledge Tree Documents .................................................................. 712
Knowledge Documents Schedule .............................................................. 713
Knowledge Schedule Filter ................................................................ 713
Knowledge Schedule Views ............................................................... 715
Scheduling View Configuration ............................................................ 716
Access Export/Import ........................................................................ 722
How to Export/Import Knowledge ......................................................... 723
Export/Import Documents ................................................................ 725
Export/Import Packages .................................................................. 726
View Export/Import Templates ............................................................ 727
pdm_ket Utility—Knowledge Export Tool................................................... 733
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20 Administration Guide
pdm_kit Utility—Knowledge Import Tool ................................................... 734
Allow Users to Export and Import Knowledge .............................................. 735
Web Services ................................................................................ 735
Chapter 20: Administering Knowledge Management 737
Knowledge Administration .................................................................... 737
Find Procedures for Knowledge Administration ................................................. 738
Knowledge Management Roles and Functions .................................................. 738
Knowledge Management User Interfaces .................................................. 739
Knowledge Management Configuration and Management Functions ......................... 740
Self-Service Knowledge Options .......................................................... 741
Documents and Users .................................................................... 746
How to Manage Role Privileges and Document Visibility ........................................ 750
Action Content .............................................................................. 750
View Action Content ..................................................................... 751
Create Action Content (Action URL) ....................................................... 752
Create Action Content (Internal HTMPL) ................................................... 753
Edit Action Content ...................................................................... 753
Search for Action Content ................................................................ 754
Document Approval Process .................................................................. 755
Approval Process Manager ................................................................ 756
Define an Approval Process for Document Editing .......................................... 756
Create an Approval Process Template ..................................................... 757
Document Status Definitions.............................................................. 760
Automated Policies .......................................................................... 761
View Automated Policies .................................................................. 762
How to Set Up Automated Policies ........................................................ 763
Create an Automated Policy .............................................................. 763
Edit an Automated Policy ................................................................. 764
Schedule Automated Policies ............................................................. 765
View Document Lifecycle Policy Reports ................................................... 765
Knowledge Document Control ................................................................ 766
Comment Types ......................................................................... 766
Document Templates .................................................................... 771
How to Create Knowledge Document Links ................................................ 778
Knowledge Categories ....................................................................... 780
Create a Knowledge Category ............................................................ 781
Modify a Category ....................................................................... 784
Delete a Category........................................................................ 785
Move a Category ......................................................................... 786
Copy a Category with Document Links .................................................... 787
Copy a Category without Document Links ................................................. 787
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Contents 21
Manage Category Permissions ............................................................ 788
Reports and Metrics.......................................................................... 790
Knowledge Report Card .................................................................. 790
Web-Based Reports ...................................................................... 791
Role-Based Report Web Forms ............................................................ 792
Search ...................................................................................... 792
KT Search Engine ........................................................................ 792
FAST ESP Search ........................................................................ 804
Recommended Documents ............................................................... 807
Set Up Default Search Settings ........................................................... 810
CA Service Desk Manager Integration Options ................................................. 811
Define Field Mapping ..................................................................... 812
Define Issue Search Configuration ........................................................ 814
Define Request/Incident/Problem Search Configuration ..................................... 815
Knowledge Suggestions .................................................................. 816
Define Issue Categories .................................................................. 817
Define Request/Incident/Problem Areas ................................................... 818
Configure Self-Service Policies ............................................................ 819
Solution Survey ............................................................................. 820
Define FAQ Settings ...................................................................... 820
Define Solution Survey Settings .......................................................... 822
Knowledge Management System Settings ..................................................... 823
Configure General Settings ............................................................... 823
Chapter 21: Administering Support Automation 825
Automating Support in Your Environment ..................................................... 825
Live Assistance .......................................................................... 825
Support Automation Analyst Administration ................................................... 828
How Analysts Launch Live Assistance...................................................... 829
How to Configure Live Assistance for Analysts ............................................. 830
How End Users Join Assistance Sessions ................................................... 831
How Analysts Automate Support for End Users ............................................. 832
How Analysts Provide Live Assistance ..................................................... 832
Support Automation User Administration ...................................................... 833
How to Configure Support Automation Role Permissions .................................... 834
Support Automation Anonymous and Registered Users ..................................... 834
How to Configure Support Automation for Guest Users ..................................... 835
Support Automation Access Level Administration ........................................... 836
Support Automation Activity Notification Administration ........................................ 837
Support Automation Page Adaptations ........................................................ 838
Branding Administration .................................................................. 839
Localization Administration ............................................................... 839
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22 Administration Guide
Page Layout Configuration ................................................................ 840
Support Automation System Properties ....................................................... 840
Support Automation Queue Administration .................................................... 841
Queue Management ...................................................................... 841
How to Manage Queue Summaries ........................................................ 842
How to Manage the Queue Hours ......................................................... 843
Ticket Template Management ................................................................ 843
Administration Settings ...................................................................... 843
How to Configure Support Automation Settings ............................................ 844
How to Customize Support Automation Tools .................................................. 846
Automated Tasks ........................................................................ 846
Chat Preset Administration ............................................................... 851
Default Credentials ...................................................................... 852
Disclaimers .............................................................................. 852
Session Log Administration ................................................................... 853
View the Session Log .................................................................... 853
Support Automation Reports ................................................................. 853
Appendix A: View Field Descriptions 855
View Field Descriptions ....................................................................... 855
View_Act_Log ............................................................................... 856
View_Audit_Assignee ........................................................................ 857
View_Audit_Group ........................................................................... 858
View_Audit_Priority .......................................................................... 858
View_Audit_Status .......................................................................... 859
View_Change_Act_Log ....................................................................... 860
View_Change ................................................................................ 861
View_Change_to_Assets ..................................................................... 867
View_Change_to_Change_Act_Log ........................................................... 868
View_Change_to_Change_WF ................................................................ 869
View_Change_to_Properties .................................................................. 871
View_Contact_Full ........................................................................... 872
View_Contact_to_Environment ............................................................... 876
View_Group ................................................................................. 876
View_Group_to_Contact ..................................................................... 877
View_Issue .................................................................................. 878
View_Issue_Act_Log ......................................................................... 883
View_Issue_to_Assets ....................................................................... 884
View_Issue_to_Issue_Act_Log ................................................................ 885
View_Change_to_Request .................................................................... 886
View_Issue_to_Issue_WF .................................................................... 890
View_Issue_to_Properties .................................................................... 892
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Contents 23
View_Request ............................................................................... 894
View_Request_to_Act_Log ................................................................... 899
View_Request_to_Properties ................................................................. 900
Appendix B: RFC 2251 LDAP Result Codes 903
LDAP Return Codes .......................................................................... 903
LDAP Server Return Codes ................................................................... 903
LDAP Client Return Codes .................................................................... 908
LDAP-Associated RFC Standards .............................................................. 910
Appendix C: Reference Commands 913
bop_sinfo--Display System Information ....................................................... 914
dbmonitor_nxd--Database Monitoring Daemon ................................................ 915
pdm_backup--Write Database to ASCII File ................................................... 916
pdm_cache_refresh--Refresh Database ....................................................... 918
pdm_configure--Open the Configuration Window .............................................. 919
pdm_d_refresh--Start Failed Daemons ........................................................ 920
pdm_deref--Dereference ASCII Data .......................................................... 920
pdm_discimp -- Discovered Asset Import ..................................................... 924
pdm_discupd -- Discovered Asset Update ..................................................... 925
pdm_edit--Configure Server Processes ........................................................ 926
pdm_extract--Extract Data from Database .................................................... 927
pdm_halt--Terminate Daemons or Stop Services .............................................. 931
pdm_init--Start Daemons .................................................................... 932
pdm_key_refresh--Refresh Cached Key Information ........................................... 932
pdm_lexutil--Modify CA Service Desk Manager Lexicons ........................................ 933
pdm_k_reindex—Knowledge Re-Index Utility .................................................. 933
When to Use pdm_k_reindex ............................................................. 935
Re-Index Tracking ....................................................................... 935
Import and Re-Indexing .................................................................. 936
Use pdm_k_reindex with FAST ESP ....................................................... 936
Index and De-Index Queue Settings for Batch and Instant Processing ....................... 938
pdm_listconn--List Active Connections ........................................................ 939
pdm_load--Add, Update, and Delete Database Records ........................................ 942
pdm_logfile--Change stdlog Cutover Size ..................................................... 943
pdm_proctor_init--Start Proctor on Secondary Servers ......................................... 944
pdm_replace--Replace a Database Table ...................................................... 945
pdm_restore--Restore a Database ............................................................ 946
pdm_status--Show Status of Daemons or Processes ........................................... 948
pdm_task--Set Environment Variables ........................................................ 948
pdm_text_cmd--Text API Command Line Interface ............................................ 949
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24 Administration Guide
Input Examples .......................................................................... 951
pdm_uconv--Convert Local Charset to UTF-8 .................................................. 952
pdm_userload--Add, Update, and Delete Database Records .................................... 954
pdm_webstat--Return Web Usage Statistics ................................................... 957
report--Generate Reports .................................................................... 961
rpt_srv--Generate Reports ................................................................... 962
uniconv--Start UNIX CA NSM Event Converter Daemon ........................................ 963
Appendix D: Form Groups 965
Customer Forms Group ...................................................................... 965
Employee Forms Group ...................................................................... 966
Analyst Forms Group ........................................................................ 968
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Chapter 1: Introduction 25
Chapter 1: Introduction
This section contains the following topics:
Audience (see page 25)
What You Need to Know (see page 25)
Service Management Processes and Best Practices (see page 26)
Audience
This guide is intended for the CA Service Desk Manager administrator, the
person who has overall responsibility for the administration of the product. Some
tasks that the administrator performs include the following:
■ Starting and stopping the services necessary to the CA Service Desk
Manager server.
■ Setting up various system components.
■ Determining the available options to users.
■ Generating reports based on the service desk data.
The purpose of this guide is to help you to use CA Service Desk Manager to
implement, administer, and enforce service delivery. This guide helps you
understand how the product solves the challenge of fully automating and
managing service delivery from problem inception to resolution.
What You Need to Know
To successfully administer CA Service Desk Manager, you should be familiar with
the following:
■ The operating environment where CA Service Desk Manager is installed
■ The operation of your web server
■ Basic administration tasks
This guide assumes that the product has been installed successfully, based on
the information in the Implementation Guide.
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Service Management Processes and Best Practices
26 Administration Guide
Service Management Processes and Best Practices
Implementing standardized processes and best practices directly impacts the
effectiveness, productivity, and cost of the Service Support environment. CA
provides a library of recommended processes and best practices for Service
Management that aligns with industry standards and recognized best-practice
frameworks including ITIL, CobIT, BS15000, and more. The processes described
for CA Service Desk Manager include the following:
■ Incident Management
■ Problem Management
■ Change Management
■ Request Management
■ Configuration Management
■ Release Management
■ Knowledge Management
■ Support Automation
Note: Information about the Best Practices library is available online. You can
learn about the Service Management Best Practices of CA, including white papers
and other collateral at http://www.ca.com/sm/bp http://www.ca.com/sm/bp.
The strategic process expert partners of CA can help personalize the
best-practice library for your organization.
http://www.ca.com/sm/bphttp://www.ca.com/sm/bp
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Chapter 2: Managing Servers 27
Chapter 2: Managing Servers
This section contains the following topics:
Number of Servers (see page 27)
Server Configuration Tasks (see page 28)
Configuring TCP/IP (see page 28)
Change a Server Configuration (see page 29)
ITIL Configuration (see page 29)
Start a Secondary Server (see page 36)
Start the Primary Server (see page 36)
Server Status (see page 39)
Configure SSL on Tomcat (see page 39)
How to Deploy CMDBf Web Services (see page 40)
Stop a Server (Windows) (see page 41)
Stop a Server (UNIX) (see page 41)
Number of Servers
Your CA Service Desk Manager installation has one or more server components
that as an administrator you manage. The number of servers depends on your
enterprise. Every installation has one primary server that manages overall CA
Service Desk Manager functionality. Installations can optionally have one or
more secondary servers to manage specific features. After you install CA Service
Desk Manager, configure each computer that runs product components.
For example, your particular configuration can be a single computer acting as the
primary server with all the necessary services installed. Or your installation can
be spread across several computers, each serving a specific function. For
example, one computer can act as the primary server and the database server,
while a separate web server runs the web interface, and yet another computer
authenticates users.
You can run the server configuration as part of the installation process, or you
can run it later. You change the configuration if changes in your environment
occur.
Note: For more information about the architecture of this product and the
configuration options, see the Implementation Guide.
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Server Configuration Tasks
28 Administration Guide
Server Configuration Tasks
We recommend that you configure each computer that is designated to run CA
Service Desk Manager. As administrator, you configure the primary server,
secondary server, and client installations. The initial configuration occurs as part
of the CA Service Desk Manager installation process.
In any CA Service Desk Manager environment, you perform the following tasks:
■ Configure servers
■ Start, stop, and monitor the primary server
■ Start, stop, and monitor a secondary server (if defined)
Note: CA Service Desk Manager uses your database server to store and retrieve
information. The database server runs as a separate service. For administrative
information, refer to your database server documentation.
A change in the system environment can require changes to the server