Help! My …. is broke

IIPS Spring 2015

Insert Header Info HereAccountability IntegrityA I

One Team with One Voice… Serving 58

C Collaboration ServiceS

What is the CIS Service Desk

The NCCCS Service Desk is a 3-Tiered support resource for staff at North Carolina’s 58 community colleges and System Office in support of the College Information System (CIS Template) and associated initiatives.

System Office Service Desk HDT Support

Tier 1 CIS Help Desk (95%)

Tier 2 College User Support TeamInternal and External SMEs (30%)

Tier 3 Systems Team Analysts (30%)

Application Development Teams (20%)

How Do I Initiate a Request for Support?

Tier 1: CIS Help Desk-Initial Point of Contact

By email: cishelpdesk@nccommunitycolleges.edu

By phone: 919-807-7048 Please leave a message if routed to voicemail

Tier 1 will open a Help Desk Ticket (HDT) for each email or phone request received.

Who should contact the CIS Help Desk?

Do I need to contact my local IT staff before calling the CIS Help Desk?

Yes, when: It is the policy at your college. The problem involves connectivity. The problem involves access/security.

The System Office doesn’t require that ticket requests come from IT, but prefer that they at least made aware in case the incident is related to a local problem or in the event the System Office needs input/assistance from local IT staff.

What Information is needed to open a HDT?

Our ticket tracking system requires some general information to submit the HDT.

Contact Name Contact’s Telephone Number Contact’s Email Address College Name Impacted Environment (Test, Production) Description of the problem

What Information is needed to open a HDT?

DETAILS, DETAILS, DETAILS!!We need a clear and complete description of your

problem. If we don’t understand the problem, we can’t resolve the problem.

Include all mnemonics involved Exact error messages; when error occurred (at entry,

when attempting to save, etc.) Expected vs. actual results

What Information is needed to open a HDT?

DETAILS, DETAILS, DETAILS!! Screen shots (don’t forget to cleanse of PII) Have you ever successfully completed the task in

question? If so, when was the last time? Has anything changed since then?

Exact steps you executed-so we can attempt to duplicate

Priority/Business Impact

What happens after I contact the CIS Help Desk?

Ongoing Steps Notes/Reports/Screenshots documenting the incident

are attached to the HDT Research efforts/findings are noted in the HDT All communications between the college and SO are

added to the HDT May utilize web conferencing sessions to work with you

(Tier 2 and Tier 3) If no resolution is found, the HDT is escalated to the

next support tier

What happens after I contact the CIS Help Desk?

Final Steps Once a resolution is determined, resolution information

is added and the HDT is closed If the college resolves their own problem, their

resolution (if provided) is added and the HDT is closed. College verification that the ticket can be closed is

added

Research/Troubleshooting Resources

Documentation

CIS Documentation & Training Materials

Ellucian Documentation and Release Highlights

Tech Doc Online

Knowledge Base

Serena Business Manager (SBM)

2 logins per college

Ellucian Support Center

Articles, Change Requests, Ideas

Colleagues

CC Lists for System Administrators and Application Areas

Ellucian Forums

eCommunities (coming soon)

CIS Timeline

Remember when Colleague was this.

1

And now it is this.

2

“Tomorrow” it will be THIS!

3

It’s not working

What your Students see.What your Employees see.What the Web is displaying.Missing Data, Incorrect Data.

AServer messages.Log file messages.Routine error/data reports.This is that something doesn’t feel/look right stage.

B

Where is it?Multiple Servers

Multiple Software PackagesNetwork

Internal/External

C

Root Cause

D

A

B

C

D

• Staff Shortages – Colleges and SO•Doing More With Less•Document Document Document•Help Us Help You

How Can We Help?

WebAdvisor

- Garbage Collection- Authentication (logins)- System Error Detected – Contact your System Admin- Timeouts- Missing Menu items

WebAdvisor

WAGC – Is it Running? Are you Sure?The Garbage Collection process is made up of many files.A cleaning must occur on a routine basis for processing in UI, Self-Service and WebAdvisor to function properly.

What are the last date and time the process ran?

Garbage Collection

WebAdvisor

Run maintenance Utilities on a routine basis1. Quiet System – WAFM (WebAdvisor File Maintenance)

2. WAGM – Can be run with users on the system but double check your date. Use the Before Date – Earlier than today’s date.

Garbage Collection

WebAdvisor

WWW.TOKENS – Is the major file involved.– How many records? Is it growing/shrinking– WWW.TOKENS will grow between your WAGC ‘Seconds Between

Iterations’ setting and should decrease after each iteration. • COUNT WWW.TOKENS from the : prompt• Simple Informer report

– Fields that can be helpful:WWWT.LAST.ACCESS.DATE WWWT.LAST.ACCESS.TIME WWWT.USERIDWWWT.PROCESS WWWT.PERSON.IDWWWT.SERVLETS.IDWWWT.CURRENT.APPLICATION – Grouping on WWWT.SERVLETS.ID – Tokens will be present for UI, WebAdvisor and Self-

Service.

– Search For Sections• This is affected by WAGC not running & is usually the first sign something is

amiss.

Garbage Collection

WebAdvisor

Sometimes it is the easiest things…

How do you authenticate into WebAdvisor?• Registry• AD – Active Directory• Portal

Authentication

WebAdvisor

Registry AuthenticationWhen you know the username and password are correct the WebAdvisor Listener may be to blame.

Try a soft-bounce of the listeners. From the : prompt– UT.BOUNCE.APP.LISTENER ALL

What happens: Ellucian Support Document 55021.48That command will send a signal to the environment's default DMI APP listener … causing it to close any idle UniObject connections, and to flag any active connections for closure once they have completed any active transaction and sent back its response.

The notion of the 'soft' bounce is that it can be used in an active production environment with zero loss in processing or availability, even if the system is under load.

Authentication

WebAdvisor

Registry AuthenticationWhen the soft-bounce doesn’t work you are left trying a hard-bounce of the WebAdvisor listener.In SAValet:1. Right-click on the WebAdvisor Listener2. Choose Stop Listener3. Right-click on the WebAdvisor Listener again4. Choose Start ListenerThis method forces the listener processes down. Any active user will lose their connection. Use this method when all else fails.

Authentication

WebAdvisor

Active Directory AuthenticationWhen you know the username and password are correct and you are using AD, the connection between Colleague and AD may be down.From Ellucian’s Implementing LDAP Integration

Authentication

WebAdvisor

Portal

Portal Colleges, how do you handle this?

Authentication

WebAdvisor

System Error Detected – Contact your System AdminBut I am the System Admin!

The start order is important:1. Listeners2. Tomcat3. Apache4. Browser Cache It can also be helpful to use IE, FF, Chrome at the same time to eliminate browser caching problems. Remember, a UI session is a browser session.

- Updates to deployment area – re deploy- Windows server – Disable auto win patch update / Java

Updates. Schedule windows and java updates.

System Error Detected

WebAdvisor

There are many different places to set the timeout period for your WebAdvisor users.The simplest place is on the UT>SOD Web Operator Equivalents record. This setting overrides all others.

Update the SOD records:• WEB Employees• WEB Students• WEB Guest – Recommend a smaller timeout for Guest

Timeouts

WebAdvisor

Do WebAdvisor Links not appear/disappear after changing security via SCD?

Try Running WMCM* forUT and the Application you updated in SCD.

Leave all fields blank andSave/Update.

*This can be done with users on the system.

Missing Menu Items

Other Items

- FA~Link- Informer- UI- UniData – WUFA & WUIA- Solaris

Thank You

Questions

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Useful Images

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