CA_SDM_Admin_ENU

CA Service Desk Manager

Administration Guider12.6

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CA Product ReferencesThis 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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ContentsChapter 1: Introduction 25Audience ..................................................................................... 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

Contents 5

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

6 Administration Guide

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

Contents 7

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


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

Contents 9

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


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

Contents 11

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


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

Contents 13

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


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

Contents 15

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


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

Contents 17

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


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 UtilityKnowledge Export Tool................................................... 733

Contents 19

pdm_kit UtilityKnowledge 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


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

Contents 21

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


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_reindexKnowledge 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

Contents 23

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


Chapter 1: IntroductionThis 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)

AudienceThis 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 KnowTo 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.

Chapter 1: Introduction 25

Service Management Processes and Best Practices

Service Management Processes and Best PracticesImplementing 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.


Chapter 2: Managing ServersThis 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 ServersYour 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.

Chapter 2: Managing Servers 27

Server Configuration Tasks

Server Configuration TasksWe 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 configuration. For example, you can change the CA Service Desk Manager server configuration for the following reasons: Changes in the database management system Changes made to the CA Service Desk Manager start-up template file by pdm_edit.pl (a feature used to add functionality and increase the performance of the enterprise system) Integration with a web server such as Tomcat Integration with CA EEM

Configuring TCP/IPYou can change the default TCP Internet Protocol (TCP/IP) setting on one or more servers. This setting cannot be forced on the client if it is not supported on the server. The TCP/IP setting is controlled by using the NX.env file, which is found in the $NX_ROOT directory. Use a text editor such as WordPad to edit this file. The following option controls the TCP/IP setting:NX_PROTOCOL_ONLY=mode

where mode can be one of the following values: IPv4 In IPv4 mode, the system opens up sockets for slump processes that listen to IPv4 traffic.


Change a Server Configuration

IPv6 In IPv6 mode, the system opens up sockets for slump processes that listen to IPv6 traffic. Mixed In mixed mode, the system opens up sockets for slump processes that listen to both IPv4 and IPv6 traffic. Mixed mode is designed for clients with secondary servers that use a different Internet Protocol from the primary server (or each other). Note: If IPv4 and IPv6 hosts coexist on the network, ensure that the appropriate transition strategies, tools, and mechanisms to support these technologies are in place before you change the server configuration. ExampleNX_PROTOCOL_ONLY=ipv4

Change a Server ConfigurationYou can use the configuration utility to make a change to a server configuration. To change a server configuration 1. From the Windows Start menu, select Programs, CA, CA Service Desk Manager, Configuration. The CA Service Desk Manager Configuration utility appears. 2. Complete the utility fields, and click Next. The right panel changes to show the appropriate fields for the link highlighted in the navigation pane on the left. 3. Continue following the on-screen instructions to complete the installation, and click Finish. The server configuration is changed.

ITIL ConfigurationInformation Technology Infrastructure Library (ITIL) is a collection of best practices in computer data center management. In addition to defining recommended processes, a major benefit of the ITIL framework is its tight definitions of commonly used data-center terminology. Often in the IT world, the same word is used to mean different things; or different people use a particular word with a meaning that is individually nuanced. ITIL helps to avoid this kind of problem.


ITIL Configuration

The following ticket types are available: Request Change Order Issue Incident Problem

Important: CA Service Desk Manager only supports an ITIL interface. The ITIL interface supports data objects that were not used in previous non-ITIL versions of the product; for example, problem and incident tickets. ITIL does the following: Produces an ITIL interface for your CA Service Desk Manager installation. Allows your CA Service Desk Manager database, forms and fields to differ from a standard installation, thereby conforming to ITIL conventions instead. Important! When upgrading your existing system, clear this check box to retain the database tables and data; otherwise, all existing data is lost.

ITIL Service DisciplinesITIL describes best practices for several disciplines. The Service Support and Service Delivery disciplines combine to provide the Service Management capability of an organization. Complex interrelationships among all ten of the Service Management disciplines interact to help ensure that IT infrastructure delivers a high level of service to businesses. Service Support includes the following disciplines: Incident Management Problem Management Change Management Release Management Configuration Management

CA Service Desk Manager specifically addresses Incident, Problem, Change, and Configuration Management.


ITIL Configuration

Service Delivery includes the following disciplines: Service Management Availability Management Capacity Management Financial Management for IT Services IT Service Continuity Management

CA Service Desk Manager specifically addresses Service Management.

Employee and Guest Interface OptionsYou can use CA Service Desk Manager to configure separate interfaces for employees and guests. You configure these separate interfaces through the Options Manager in the Administration tab. The following values control these interfaces: employee_intf_incident_support Displays the following values: Request only Incident only Both Incident and Request

guest_intf_incident_support Displays the following values: Request only Incident only Both Incident and Request

Important! If this is a new installation, ITIL is configured by default with the value set to Incident only. If you are migrating from a previous non-ITIL configuration, the options are installed, but the values are set to Request only.


ITIL Configuration

Configure the Employee InterfaceYou can configure the employee interface to display incidents, requests, or both. To configure the employee interface 1. Click the Administration tab. The Administration console appears. 2. Click Options Manager, Request Mgr. The Option List appears. 3. Click employee_intf_incident_support. The Options Detail page appears. 4. Change the Option Value field to one of the following values: Incident Only (ITIL Default) Displays only Incident ticket types on the employee interface. Request Only Displays only Request ticket types on the employee interface. Both Incident and Request Displays both Incident and Request ticket types on the employee interface. Click Save. 5. Click Refresh to confirm your selections. The Options Detail is updated. 6. Close the Options Detail. The Option List appears.

Configure the Guest InterfaceYou can configure the guest interface to display incidents, requests, or both. To configure the guest interface 1. Click the Administration tab. The Administration console appears. 2. Click Options Manager, Request Mgr. The Option List appears. 3. Click guest_intf_incident_support. The Options Detail page appears.


ITIL Configuration

4. Change the Option Value field to one of the following values: Incident Only (Default) Displays only Incident ticket types on the guest interface. Request Only Displays only Request ticket types on the guest interface. Both Incident and Request Displays both Incident and Req