IT Business Management Installation and Administration ...pubs.vmware.com/itbm-8/topic/com.vmware.ICbase/PDF/itbm-ae-insta… · IT Business Management Installation and Administration

IT Business Management Installationand Administration Guide

IT Business Management 8.0

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IT Business Management Installation and Administration Guide

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Contents

About This Book 7

Installation Procedure

1 Preparing to Install IT Business Management 11Oracle Parameter Values 11Creating Tablespaces 12Create Oracle Users 13Set the UNIX or LINUX Configuration 13About Installing IT Business Management in a cluster environment 14

2 Install IT Business Management Suite 15

Select the Installation Mode 16Select the Installation Type 16Select the Database Schema configuration 17Select a Source for the Database Schema Content 17Select an Application or Web Server 18Select Installation Procedures 18Select Applications to Install 19Select a System Type 19Provide Server Parameters for the Application Server 20Configure Oracle Database Parameters 22Define a User Authentication Type 23Create an User for Logging in to IT Business Management 24Select an Application File for IT Business Management installation 25Content Packages in IT Business Management 25Select Content Packages 26Configure Advanced Settings 26Complete the Installation Procedure 27IT Business Management Advanced or Enterprise with IT Business Management Standard

Integration Activation Procedure 28Upload Mapping Files to IT Business Management 29Modify the Out-of-the-Box Cost Model 30

3 Upgrading and Custom Installations 31

Upgrade IT Business Management Application and Database 31Upgrade the IT Business Management Application 33Upgrade the Database 34Custom Installation 35

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4 Configuration Files 37Working with Configuration Files in IT Business Management 37ServiceFlow Properties 37About Flat Files 37Batch Procedure Whitelist Properties 38ITBM Key 38ITBM License 39

Post-Installation Procedure

5 Post Installation Tasks 43Log In to IT Business Management Suite 43Verify Basic IT Business Management Features 44Configure Email Settings 44Set the Time Zone 45Oracle Parameters Customized for IT Business Management 45Encrypting Passwords 46Enabling Data Table Archiving 47Sending Traps with SNMP 47Enabling SSL for Tomcat 48Test the SSL Configuration 48Verifying Character Compatibility 49Supporting Lotus Notes 49Configure IT Business Management Cluster Installation 50

6 Backup and Recovery 51

Backup Strategies 51Oracle Database Backups 52Using or Linking Veritas NetBackup with ITBM 52Recovery 52

7 Planning Requirements for IT Business Management 55

Capacity Factors 55Database Disk Configuration 56RAID Devices 57

8 Creating RTF Templates 59

Dynamic Tag Library 59Agreement Documentation Tags 60Report Documentation Tags 65Advanced Options 67Troubleshooting the RTF Template 69

Administration Procedure

9 Administration Tasks 73Infrastructure Parameters 73


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Dimensions Configuration Parameters 74Database-Related Configuration Parameters 75Engine-Related Configuration Parameters 76Security Parameters 78

10 Troubleshooting IT Business Management 79

User Cannot Access IT Business Management Application 79Adaptors Fail When You Import Data from an SQL Table 79No Data in Database Adaptor for a Non-Oracle Server 80Flow Calculations Are Not Visible 80No Data Passes Through the Identify Operator 80Unable to View Existing Reports 81Not Receiving Email for Report Distributions 81Unable to Send Email to Lotus Notes Users 81Unable to Synchronize LDAP and Active Directory Users 82

Index 83

Contents

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About This Book

The IT Business Management Advanced and Enterprise Edition Installation and Administration Guide providesinformation about installing, upgrading, configuring, customizing, backing up and recovering procedures.It also provides information about post-installation procedure, which includes backup and recovery,planning capacity, administrative tasks and troubleshooting IT Business Management.

Intended AudienceThis information is intended for users who wants to install, upgrade or perform post installation tasks onIT Business Management Suite. The information is written for experienced Windows, UNIX, and Linuxsystem administrators.

VMware Technical Publications GlossaryVMware Technical Publications provides a glossary of terms that might be unfamiliar to you. For definitionsof terms as they are used in VMware technical documentation, go tohttp://www.vmware.com/support/pubs.

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Installation Procedure

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Preparing to InstallIT Business Management 1

Before you install IT Business Management, you must install and configure the database.

To install IT Business Management, you must set up your machine by a creating a tablespace and Oracleusers. Also, you must configure Oracle parameters. If you are using Linux or UNIX, you must configure theenvironment variables.

This chapter includes the following topics:

n “Oracle Parameter Values,” on page 11

n “Creating Tablespaces,” on page 12

n “Create Oracle Users,” on page 13

n “Set the UNIX or LINUX Configuration,” on page 13

n “About Installing IT Business Management in a cluster environment,” on page 14

Oracle Parameter ValuesThe database administrator modifies values to Oracle parameters for IT Business Management installations.

IT Business Management does not require the Oracle recycle bin. Before you run the application on adedicated database, disable this feature.

The values for the parameters are for the 64-bit version of Oracle. If you are using the 32-bit version, modifythe memory parameters as required.

Table 1‑1. Values for Oracle Parameters for IT Business Management

Parameter Description Values in Oracle Version 11g

DB_BLOCK_SIZE Specifies the size of database blocks. 8KB or 16KB for Unicode databases

DB_CACHE_SIZE Specifies the size of the default bufferpool for buffers of the primary blocksize.

Unset the parameter.

SHARED_POOL_ SIZE Specifies the size of SQL statementcache. This parameter is used toenable reuse of statements.


LOG_BUFFER Specifies the number of buffers, eachsize of the system page located inSystem Global Area (SGA) and as aresult of the changed data written tothe redo log files.


OPTIMIZER_ MODE Enables the Oracle Cost-BasedOptimizer when statistics areavailable.

ALL_ROWS

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Table 1‑1. Values for Oracle Parameters for IT Business Management (Continued)

Parameter Description Values in Oracle Version 11g

CURSOR_SHARING Specifies the type of SQL statementsthat can share the same cursors.Setting the value of this parameter toExact allows only statements withidentical text to share the same cursor.

Only the value Exact is supportedand certified.

WORKAREA_SIZE_ POLICY This parameter determines whetherOracle should automatically allocatein the Process Global Area (PGA) andSGA, or that these areas will beallocated manually.

AUTO

SESSION_CACHED_ CURSORS Specifies the number of cursors tocache per session.

5

PROCESSES Displays the maximum number ofprocesses.

200

SESSIONS Displays the maximum number ofsessions.

225

JAVA_POOL_SIZE Specifies (in bytes) the size of the Javapool, from which the Java memorymanager allocates most Java stateduring runtime execution.


DB_WRITER_ PROCESSES The number of background databasewriter processes.

3

PGA_AGGREGATE_ TARGET Target size for the aggregate PGAmemory consumed by the instance.


SGA_TARGET Specifies the total size of all SGAcomponents.


SGA_MAX_SIZE Specifies the maximum size of theSGA for the lifetime of the instance.


MEMORY_TARGET Specifies the Oracle system-wideusable memory.

5GB

MEMORY_MAX_ TARGET Unset the parameter.

Creating TablespacesOracle stores data logically in tablespaces and physically in datafiles associated with the correspondingtablespace. Before you install IT Business Management, you must create permanent tablespaces, which areused to store user data and user created objects. You can also create temporary tablespaces that are used tostore data with short lifespan and undo tablespaces that are used to store before image data.

By using tablespaces, you can control the disk layout of an installation. A common use of tablespaces is tooptimize performance.

Table 1‑2. IT Business Management Permanent Tablespaces

Tablespace Description

DFL_DATA Main tablespace that IT Business Management uses.

DFL_IDX Default storage location for indexes.

Segments are the storage objects in the Oracle database. You can manage these segments locally withautomatic segment allocation enabled. Enable logging for these segments. Consult the databaseadministrator for appropriate sizing of the tablespaces.


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The size of the undo tablespace is a product of the undo retention period and the volume of data updated byIT Business Management. The default undo retention period is 3 hours. In most cases, 10GB of undo space issufficient.

Create a temporary tablespace with an initial size of 10GB. Consult the database administrator forappropriate sizing of the tablespaces.

Create Oracle UsersEach IT Business Management installation must have an Oracle user to which all IT Business Managementobjects, Oracle tablespaces, and procedures are associated.

Procedure

1 Create an Oracle user, for example DFL.

create user user name identified by user name;

2 Set user name_DATA as the default tablespace.

default tablespace user name_DAT temporary tablespace TEMP;

3 Grant the roles CONNECT and RESOURCES to the user.

grant connect to user name;

grant resource to user name;

4 Grant system privileges to the user.

grant create database link to user name;

grant create materialized view to user name;

grant create synonym to user name;

grant create view to user name;

Set the UNIX or LINUX ConfigurationBefore you install IT Business Management Suite on a UNIX or LINUX system, configure the environmentvariable and kernel parameters.

Procedure

1 Set the display environment variable to the IP address of the client machine on which you are working,with :0.0 appended to the address.

For example: 10.0.0.1:0.0

2 Run the System Administration Manager (SAM) and proceed to the kernel configuration.

3 Verify the minimum values for specific kernel parameters.

Parameter name Value

max_thread_proc 1024

maxfiles 256

maxusers 256

nkthread 3635

nproc 2068

ncallout 2014

4 Save this configuration and reboot.

5 Set the display environment variable again.

Chapter 1 Preparing to Install IT Business Management

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About Installing IT Business Management in a cluster environmentIn a cluster environment, several computers run IT Business Management and share processing by using aload balancer.

In a cluster installation, you can configure one computer to handle the backend processes and install theother computers in the cluster as frontend instances. See Install ITBM as a Frontend Instance on “Configure Advanced Settings,” on page 26.

IT Business Management cluster environment is composed of three main components.

n A load balancer - to handle load distribution between available cluster nodes. For example, Apachehttpd server.

n Multiple application servers - to support several user requests. You can install Tomcat instance as amember of cluster. See “Provide Server Parameters for the Application Server,” on page 20.

n An Oracle database - to store data.

Installing IT Business Management in a cluster environment has several advantages.

n Scalability - A single application server can handle a limited number of client requests. So, you can addmultiple application servers to distribute the load, allowing concurrent users.

n Fail over recovery - In case of failure in a server to handle a client request, other severs in the clustertakes over the job to handle the requests.

n Availability - When some application servers are offline for maintenance and recovery, users canaccessIT Business Management without any performance issues.

When you install IT Business Management in a cluster environment, you must perform additionalconfigurations. See “Configure IT Business Management Cluster Installation,” on page 50.


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Install IT Business Management Suite 2You can install IT Business Management Suite using the installer. You can perform a complete installation orselect components to install.

Prerequisites

n Meet the hardware and software requirements. See the System Requirements Guide.

n Log in to the machine as an administrator.

n Download the IT Business Management installer.

Procedure

1 Run the IT Business Management installer.

u On Windows, navigate to the IT Business Management Suite installation files and double-click theITBM-Installer_BuildNumber.jar file.

u On UNIX or Linux, run the <JAVA_HOME>\bin\java -jar ITBM-Installer_BuildNumber.jarcommand.

The IT Business Management installation wizard opens.

2 Click Next to start the installation procedure.

What to do next

Select the installation mode.


n “Select the Installation Mode,” on page 16

n “Select the Installation Type,” on page 16

n “Select the Database Schema configuration,” on page 17

n “Select a Source for the Database Schema Content,” on page 17

n “Select an Application or Web Server,” on page 18

n “Select Installation Procedures,” on page 18

n “Select Applications to Install,” on page 19

n “Select a System Type,” on page 19

n “Provide Server Parameters for the Application Server,” on page 20

n “Configure Oracle Database Parameters,” on page 22

n “Define a User Authentication Type,” on page 23

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n “Create an User for Logging in to IT Business Management,” on page 24

n “Select an Application File for IT Business Management installation,” on page 25

n “Content Packages in IT Business Management,” on page 25

n “Select Content Packages,” on page 26

n “Configure Advanced Settings,” on page 26

n “Complete the Installation Procedure,” on page 27

n “IT Business Management Advanced or Enterprise with IT Business Management StandardIntegration Activation Procedure,” on page 28

n “Upload Mapping Files to IT Business Management,” on page 29

n “Modify the Out-of-the-Box Cost Model,” on page 30

Select the Installation ModeYou can install IT Business Management in either evaluation mode or license mode.

Prerequisites

Run the IT Business Management installer and proceed from the Welcome screen.

Procedure

u Select an installation mode and click Next..

n Evaluation Mode. This is the default mode. You can use IT Business Management for an unlimitedtime period, however, a warning message appears after every log in.

n Licensed Mode. If you have the IT Business Management license, select this option and type thelicense key in the text box.

What to do next

Select the installation type whether you want to install or upgrade. .

Select the Installation TypeYou can select the IT Business Management installation types whether you want to perform a complete orcustom installation, upgrade, or create or upgrade only the database schema.

Prerequisites

Run the IT Business Management installer and select the installation mode.

Procedure

u Select one of the installation types and click Next.

n Complete. To install IT Business Management for the firs time. This is the default mode.

n Upgrade. To upgrade your existing IT Business Management version.

n Custom. To install only the selected components.

n Database Schema. To create or upgrade your database schema.

What to do next

Select the database schema.


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Select the Database Schema configurationDuring IT Business Management installation, you must determine the configuration for the databaseschema.

Prerequisites

Run the IT Business Management installer and select the installation type.

Procedure

1 On the Database Schema page, create a new schema or upgrade an existing one.

n Do Not build Database Schema: The installer uses the existing database schema, without creatinga new schema or upgrading the existing schema.

NOTE The Do Not build Database Schema option requires a valid database schema that iscompatible with the IT Business Management version that is being installed.

n Create New Database Schema: The installer uses the scripts to create a new schema. For thisoption, you need the user name and password that have been created in the database. If youalready have a schema in this location, a warning appears at the end of the installationconfiguration. This option is selected, by default.

n Upgrade Database Schema: The installer uses upgrade scripts that are available with theinstallation files to upgrade the existing schema to the IT Business Management version that isbeing installed.

2 Click Next.

What to do next

Select the source of the schema content.

Select a Source for the Database Schema ContentYou can select the source of the database schema content. you can use the scripts or a dump file.

Prerequisites

Run the IT Business Management installer and select the database schema.

Procedure

1 On the Database Schema Content Source page, select the source of the schema content.

n Default scripts: The installer uses scripts for the latest build included with the Installation wizard.This option is selected by default.

n Custom: The installer uses a dump file which is not included in the Installation wizard.

2 Click Next.

What to do next

Select the dump file or select the application server or Web server.

Chapter 2 Install IT Business Management Suite

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Select a Custom Dump FileYou can select a custom dump file as the source of the schema content.

Prerequisites

In the Installation wizard, select the option for using a custom dump file on the Database Schema ContentSource page.

Procedure

1 On the Custom Dump File page, click Select File to select the custom dump file.

The dump file path cannot contain spaces. The Oracle Client version must match the version of theserver. If you want to upgrade the dump file, complete the installation and rerun the installation wizardwith the Upgrade Schema option only.

2 Click Next.

What to do next

Select the application server or Web server.

Select an Application or Web ServerYou can select the application server or Web server that your IT Business Management installation.

Prerequisites

If you plan to use WebLogic with your installation, verify that a system administrator has installedWebLogic. If you select WebLogic, only IT Business Management is installed, instead of installing Tomcat orWebLogic along with the installation.

Procedure

1 On the Application/Web Server page, select WebLogic or Tomcat from the Select an ApplicationServer or Web Server drop-down menu.

n Tomcat (embedded)

NOTE If you select a Tomcat server, the Tomcat instance that is installed withIT Business Management is used exclusively for IT Business Management because it is embeddedwith the installer. If Tomcat is required for other applications, you must install it separately.

n WebLogic

2 Click Next.

What to do next

Review the list of installation procedures.

Select Installation ProceduresYou can select or view a list of procedures that run during the installation.

Prerequisites

Run the IT Business Management installer and select the application or the web server.


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Procedure

1 On the Installation Procedures page, review the list of procedures that the installer performs.

The options on the Installation Procedure page varies based on the installation type selected. All theoptions are selected by default.

n If you are installing IT Business Management for the first time on the computer, the TomcatInstallation and Tomcat Instance Configuration options appear.

n If you have selected Upgrade Database Schema on the Database Schema page or Custom on theDatabase Schema Content Source page, you can select or deselect the Redefine Applications toInstall and Modify IT Business Management Suite System Type options.

2 Click Next.

What to do next

Define the server parameters.

Select Applications to InstallWhile installing IT Business Management, you can select applications to install such as Portfolio, SLAManager, or IT Financial Manager. If you plan to use a custom dump file for the content source, theinstallation wizard does not display the Applications page.

Prerequisites

Select Default Scripts as the source for the database schema content .

Procedure

1 On the Applications page, select the IT Business Management Suite applications to install.

NOTE You can select the Portfolio option only if you select at least one application.

2 Click Next.

When you select the installation type as upgrade, custom or database schema, the application page andsystem type configuration pages are not applicable or available.

What to do next

Select a System Type.

Select a System TypeYou can install IT Business Management on several different system types, such as single or multiplecustomers, alliance, or shared services.

Prerequisites

You must select default scripts as the source for the database schema content.


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Procedure

1 Select a system type.

System Type Description

Single Customer An instance of IT Business Management has exactly one customer.IT Business Management calculates cost and resource statistics for thecustomer.

Alliance An instance of IT Business Management has exactly one customer, butmight be serviced by one or more providers. IT Business Managementcalculates statistics for the customer.

Multiple Customers A service provider running an instance of IT Business Management hasmultiple customers and might have one or more providers as well.IT Business Management calculates cost and resource statistics for theservice provider running IT Business Management.

Shared Services An instance of IT Business Management has multiple customers andproviders represented by other divisions within the organization.IT Business Management calculates statistics for the organization runningthe instance of IT Business Management.

You selection in IT Business Management determines whether to present data filtered by eithercustomers or by providers.

2 If IT Business Management has only one agreement ,select Single Agreement.

3 If you want to include information about providers in IT Business Management and in its reports, selectManage Providers.

The providers option appears in the Organization menu in IT Business Management.

4 In the Approval Type drop-down menu, select the approval type - Customer Approval or ProviderApproval.

5 Click Next.

What to do next

Specify Server Parameters.

Provide Server Parameters for the Application ServerThe Tomcat and WebLogic application servers accept different parameters.

Only parameters that are applicable for your environment are available for selection.

Prerequisites

Run the IT Business Management installer and select the application server or Web server.

Procedure

1 Update the values on the Server Parameters page.

u Tomcat

NOTE For Installation, upgrade and redeployment or when you select Upgrade as the installationtype, only Server Instance is displayed on the Server Parameters page.

Option Action

Installation basedirectory

Click Select Folder to select the base directory where you want the embeddedIT Business Management Tomcat server to be installed.

Server Instance Type a unique name for this instance of IT Business Management.


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Option Action

Install HTTPConnector

Select this option to enable install IT Business Management over HTTP protocol.

HTTP Listen Port Type a valid port number.

Install HTTPS (SSL)Connector

Select this option to install and authenticate IT Business Management by using SecureSocket Layer (SSL) protocol.

SSL Listen Port Type the valid port number for secure requests

Shutdown Port Enter a port for IT Business Management to shut down, when it detects an activity onthe port . The default port is 8006.

Java Home Click Select Folder to browse to the Java Home directory. IT Business ManagementInstaller installs Java 1.7.0_21, by default.

Install as WindowsService

Select this option to start Tomcat as a Windows Service whenIT Business Management starts.

Service name Type a name for the service. If you do not specify a name, IT Business Managementuses the server instance name.

Install as ClusterNode

Select this option to install the server instance as a member of a cluster.NOTE If you are not using Tomcat, see the documentation for your application serverexternal software, or hardware to determine the cluster type.n Install as a Windows servicen Install as a cluster noden Install a cluster load balancerThe Tomcat cluster feature listens at ports 45564 and 4000 by default.For more information about installing IT Business Management in a clusterenvironment, see “About Installing IT Business Management in a clusterenvironment,” on page 14.

u WebLogic

NOTE For installation upgrade and redeployment, or when you select Upgrade as the installationtype, only the Domain, Domain Administration User, and Domain Administration Passwordoptions are displayed on the Server Parameters page .

Option Action

Select appropriate version Select a WebLogic version from the drop-down menu.

WebLogic Home Click Select Folder to browse to the WebLogic Home directory forinstallation.

Java Home Click Select Folder to browse to the Java Home directory.

Domain Location Click Select Folder to select a location for the WebLogic domain.

Domain Name Type a unique name for this instance of IT Business Management.

System Listen Port Specify a port for the IT Business Management instance. The default port is1111.

Domain Administration User Type the default administrator user name for the WebLogic domain.

Domain AdministrationPassword

Type the password for the administrator user.

Confirm Password Retype the password for security confirmation.

Install as Windows Service Select this option to start WebLogic as a Windows Service whenIT Business Management starts. If you are installingIT Business Management on Windows, IT Business Management is managedas a service.

2 Click Next.


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If you have selected Tomcat, the HTTPS (SSL) parameters page opens. If you have selected WebLogic, theDatabase Parameters page opens.

What to do next

For Tomcat, specify SSL parameters and for WebLogic, specify database parameters.

Specify HTTPS (SSL) ParametersFor the Tomcat application server, you can provide key parameters by typing their values or selecting a fileto copy the values.

Prerequisites

Run the IT Business Management installer and select the Tomcat with SSL.

Procedure

1 Type a name for the server.

2 Type the company name.

3 Type an organization unit name .

4 Type the country code.

5 (Optional) Select the Use Existing key store option and click Select Folder to select the key store file tocopy.

What to do next

Specify your database parameters.

Configure Oracle Database ParametersIT Business Management uses Oracle as its database server. So, you must specify database parametersduring IT Business Management installation.

Prerequisites

Install Oracle client and create an Oracle user.

Also, you have installed Oracle client and created Oracle user.

Procedure

1 On the Database Parameters page, provide credentials for accessing the Oracle database.


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2 Define the Oracle instance by using Custom Oracle Connect Descriptor.

n Provide the host, port, and instance name.

Option Action

Oracle Host The name of the system where Oracle is running.

Oracle Port The Oracle port number, the port where an Oracle service is listening. Bydefault, the value is set to 1521.

Oracle Database InstanceName (SID)

The Oracle instance name provided when you installed Oracle.

n Use an Oracle connect descriptor.

Option Action

Use Custom Oracle Connect Descriptor Select the check box.

Custom Oracle Connect Descriptor Enter the connect descriptor string.

NOTE You must use the Custom Oracle Connect Descriptor option only when a complex connectdescriptor is required.

3 Click Next.

What to do next

Define authentication types.

Define a User Authentication TypeDuring installation, you can define the authentication method by which users accessIT Business Management. The method also determines where the user credentials are stored.

Prerequisites

Run the IT Business Management installer and specify database parameters.

NOTE When you select the installation type as upgrade, custom, or database schema, the UserAuthentication page is not available or applicable.

Procedure

1 Select the authentication type.

n RDBMS - The RDBMS authentication type uses IT Business Management database tables to verifyand store user credentials. The administrator creates users in IT Business Management, whichstores user credentials database tables.

n LDAP (including Active Directory) - The LDAP authentication type uses an LDAP repository toverify users. When users, whose credentials are stored in an LDAP repository, try to log in toIT Business Management Suite, the Suite sends a verification request to LDAP. If the users areconfirmed and have valid credentials, IT Business Management approves the login request.

n Single Sign-On - The Single Sign-On (SSO) method does not provide authentication. SSO users login to the IT Business Management Suite from a secure environment, for example, a company portal.


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2 To copy all existing and new users from the Lightweight Directory Access Protocol (LDAP) repositoryto IT Business Management, select Enable user synchronization.

If you do not enable user synchronization, You must create LDAP users in the IT Business ManagementSuite with the same user name as in the LDAP repository.n Use this option if you have a small number of LDAP users. You do not need to create the users in

IT Business Management manually.

n Do not use this option if you do not want to grant permission for all of your LDAP users to accessIT Business Management, or if you have a limited number of IT Business Management licenses.

NOTE If you have selected RDBMS, this option is disabled for selection.

3 (Optional) If you are synchronizing your users, create local users outside the LDAP repository byselecting Enable local users.

By default, when you use an LDAP repository, you cannot add local users to yourIT Business Management system. This option can be useful to create a test user.

4 Click Next.

n If you have selected LDAP, provide the required information on the LDAP Connection page.

n If you have select SSO, provide additional SSO configuration details:a On the SSO Configuration page, select an SSO type.

b If you are using the HTTP header parameter method, type a user ID parameter name.

c In the Logout Redirect Page text box, type the URL where your IT Business Managementinstallation directs users when they log out.

d Click Next.

e If you are using NTLM, provide the required information on the NTLM SSO Parameters page andclick Next.

What to do next

Create or add users.

Create an User for Logging in to IT Business ManagementYou must create a user to log in to IT Business Management. The user created during theIT Business Management installation is given administrative privileges.

Prerequisites

Run the IT Business Management installer and the select the user authentication type.

Procedure

1 On the Administrator User page, provide a user name for the IT Business Management administrator.

2 Type and confirm a password.

The password must be of 6 to 32 characters with valid character set (a-z, A-Z,0-9, _, #, $).

3 Click Next.

NOTE When you select the installation type as upgrade, custom, or database schema, the AdministratorUser page is not available or applicable.

What to do next

Provide application location to install.


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Select an Application File for IT Business Management installationYou must provide the location of the application file (.war file) to install IT Business Management.

Prerequisites

Run the IT Business Management installer and create an IT Business Management administrator user.

Procedure

u On the Application Location page, select the location of the .war file and click Next.

Option Description

Default (File bundles with installer) Select a location of the .war within the installer file.

Custom (File from disk) Select a file from different location on the system.

What to do next

Based on your selection (default or custom), select the content packages or browse to select the .war file.

Content Packages in IT Business ManagementContent packages contain additional objects such as reports, adaptors, and role definitions, which are notincluded in IT Business Management, by default.

Table 2‑1. Available Content Packages

Package Description

Standard Roles Includes a predefined, standard set of roles and actions that eliminate the need to create roles inIT Business Management. You can view these roles in the Administration module.

Common Contains basic objects that IT Business Management Suite requires, but do not specifically belong inother content packages.

Data ValidationReports

Includes a group of special adaptors and reports that display summaries and details of datavalidation problems. These objects are located in the IT Business Management Designer Workshopunder the Data Validation folder.

AuditingReports

Provides a basic set of auditing reports and adaptors. These objects are located in theIT Business Management Designer Workshop under the Audit folder.

SLA Manager Contains adaptors, flows, BRTs, and reports. It supplies the SLM menu in IT Business ManagementSuite with compliance, credit, and bonus reports by using tiered calculations by usingDFL_BREACHES. These objects are located in the IT Business Management Designer Workshop underthe SLM folder.

Portfolio Imports the initialization and population batch, which includes several procedures that create thepackage tables and populates them by extracting data from the audit tables. The batch is scheduled torun every 30 minutes. When this package is installed, all of the content reports are filled with datawithin 30 minutes. These objects are located in the IT Business Management Designer Workshop andReport Management under the Service Portfolio Management folder.

IT FinancialManager

Contains all of the content for the IT Financial Management application, including adaptors, flows,reports, and dashboards. These objects are located in the IT Business Management DesignerWorkshop under the ITFM Content folder.

Custom Package Includes a custom content package during IT Business Management installation.

Additional SQLscript

Runs additional SQL scripts. These scripts run at the end of the IT Business Management installationprocess.


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Select Content PackagesDuring installation, you can import the content packages that provide additional objects, such as reports,adaptors, and role definitions that are not included in the IT Business Management suite.

Prerequisites

Run the IT Business Management installer and select the application file location.

Procedure

1 On the Context Packages page, select the content packages that you want to import.

Several content packages are mandatory and are selected by default during the complete installation.

2 (Optional) Import a predefined or custom content package.

a Select the Custom Package check box.

b Click Select File to browse to the file.

c In the Select File dialog box, navigate to the file and click Select File.

3 Click Next.

Configure Advanced SettingsYou can customize your installation by defining several, more complex, advanced settings options. If you donot define these options during installation, you can define them later.

Prerequisites

Run the IT Business Management installer and select the content packages.

Procedure

1 Select a SQL script file that runs after installation.

a Click Select File to browse to the file.

b In the Select File dialog box, navigate to the file and click Select File.

After installation, you can run SQL scripts against database tables as required. You can use a file, forexample, to correct inconsistent formatting in the database before using the data inIT Business Management

2 Select the Install as Frontend Instance check box to install IT Business Management as a frontendinstance in a cluster environment.

For security reasons, consider dedicating two severs.

n One server runs all of the backend processes, including the IT Business Management Suite engine,which collects data from adaptors.

n The other server, which points to the same database, works as the frontend server. No backendprocesses run on this server. Because this server references the same database, reports and otherIT Business Management Suite objects are updated with the appropriate information. However, theprocessing and data collection occur on the backend instance server.

NOTE This option is available only for cluster installation. A cluster configuration with frontendinstances guarantees that only one server in the cluster handles the backend processes such as the maildistributor and data purging. To define a system as a frontend instance after installation, set theIS_SCHEDULER property in DFConfig/serviceflow.properties to 0.


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3 To define an alternative URL for your IT Business ManagementSuite server, type the server URL in theServer URL text box.

By default, the server URL uses localhost. You can type an IP address for the server URL. If you have aUNIX machine with multiple network cards, you must provide the IP address.

4 If your users access IT Business Management from an external proxy server, type the URL in theExternal Server URL text box for security purposes.

NOTE After installation, you can assign a URL to the EXTERNAL_SERVER_URL property inDFConfig/serviceflow.properties as required.

5 In a cluster environment, secure your database coonnections.

a From the first system that was installed in the cluster, copy the key from the DF-Config/ITBM.keyfile.

b Paste the key in the Encryption Key for Data Sources text box.

NOTE For systems that must share the encryption key, such as servers in a cluster installation, copy andpaste the key in the text box while installing each instance.

6 Select an alternative location for the flat_file.properties file.



By default, these locations are listed in the DF-Config/flat_file.properties file.

NOTE For security purposes, the IT Business Management Suite allows access to only specific locationsfrom which flat file adaptors can upload data.

7 Select an alternative location for the dos_command_whitelist.properties file.



By default, these locations are listed in the DF-Config/dos_command_whitelist.properties file.

NOTE For security purposes, the IT Business Management Suite allows access a specific list ofcommands that engine batches can run.

What to do next

Review your installation settings and complete the installation procedure.

Complete the Installation ProcedureYou can review your IT Business Management installation settings and complete the installation.

Prerequisites

Run the IT Business Management installer and select the required configurations.

Procedure

1 On the Start Server page, select whether you want the server to start after installation, and click Next.

NOTE In certain cases, for example if you are installing IT Business Management as a Windows service,you might not want to automatically start the server.


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2 On the Installation Checks page, select whether you want to delete temporary files that the installprocess generates. If you want to keep the temporary files to review the installation log, you can deletethese files manually after the installation finishes.

3 Click Next.

The installer starts verifying all the configurations that you specified. The verification process mighttake several minutes.

4 Review the information in the Installation Summary page and click OK.

5 On the Installation Progress page, click Install to proceed with the IT Business Managementinstallation. You can make changes by navigating back or see installation details. The output statementsand errors appear in the appropriate tabs.

6 When the installation process is completed, click OK and click Exit.

What to do next

Log in to IT Business Management and perform the required tasks.

IT Business Management Advanced or Enterprise withIT Business Management Standard Integration Activation Procedure

The IT Business Management administrator can enable the integration betweenIT Business Management Advanced and Enterprise Edition and IT Business Management Standard edition.

To install the IT Business Management certificate on the IT Business Management server machine

Prerequisites

You need to generate the token from IT Business Management Standard or download the certificate that youcan import into IT Business Management Advanced and Enterprise Edition. For additional information ontoken, see IT Business Management Standard Edition Installation and Administration Guide.

Procedure

1 Launch the Internet explorer.

2 Browse to the IT Business Management Standard host URL retrieved from the token generation dialog:https://<ITBMS Server>:443/ITBMS-external-api/.

See IT Business Management Standard Edition Installation and Administration Guide to generate the token.

3 Click to view the untrusted certificate details and save it as a file.

4 Open the command line terminal and navigate to your IT Business Management server instance folderand run the following command:

keytool -import -alias itbms -file <path to the certificate file saved from previous step>

keystore <Your ITBM Server JRE>\lib\security\cacerts

NOTE By default the IT Business Management server JRE is installed through the IIT Business Management installation and can be found at <Your ITBM InstallationPath>\Tomcat-7.0.39\Java\jdk\jre.

5 When prompted for a password type the Java keystore password. By default it is changeit.

6 Restart the IT Business Management server.


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What to do next

To update the IT Business Management Standrad URL connection, see “Update IT Business ManagementStandard Connection Details in IT Business Management,” on page 29.

Update IT Business Management Standard Connection Details inIT Business Management

To edit or update the IT Business Management Standard connection details in IT Business Management.

Procedure

1 Browse to open the IT Business Management Designer.

2 Click Input > URL Connections.

3 Click Add.

In the new URL connection window, add name, update url as https://<ITBMS Server>:443/ITBMS-external-api/ as seen in token generation dialog.

4 Select the authentication method to ITBM Standard authentication and add the token field value fromthe token generation dialog and click Add.

What to do next

To upload the mapping files, see “Upload Mapping Files to IT Business Management,” on page 29.

Upload Mapping Files to IT Business ManagementIn order to co-relate between IT Business Management Standard Edition andIT Business Management Advanced and Enterprise Edition you need to provide several mapping files.

Procedure

1 Click Costing > Upload Data Sources.

2 Mapping files required for IT Business Management Standard Edition integration, informational entriesrepresenting five adaptors that retrieve data from IT Business Management Standard Edition (usingURL connection) or adaptors used in alternative work flow when there is no IT Business ManagementStandard integration.

Mapping files required forIT Business Management StandardEdition integration

Informational entries representing fiveadaptors that retrieve data fromIT Business Management StandardEdition (using URL connection)

Adaptors used inalternative work flow whenthere is noIT Business ManagementStandard integration

VMware ITBM Standard ConsumerMapping

VMware ITBM Standard VMs Private Cloud

VMware ITBM Standard ProjectMapping

VMware ITBM Standard Servers Public Cloud

VMware ITBM Standard Public CloudAccount Mapping

VMware ITBM Standard Storage

VMware ITBM Standard Public CloudOffering Mapping

VMware ITBM Standard Clusters

VMware ITBM Standard Public Cloud

3 Upload public cloud dimension structure data through the cost model which populates a newdimension called public cloud and which has two levels vendor and offering.


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Modify the Out-of-the-Box Cost ModelIf you do not have IT Business Management Standard edition and is interested in using the same flow, toupload the data you can use the Out-of-the-Box (OOTB) cost model.

The primary cost model has a few changes to adapt for the IT Business Management Standard editionintegration.

n The virtual servers cost object is replaced with the private cloud cost group and its child cost objects(RAM, CPU and storage) representing the components of the private cloud infrastructure.

n Allocation rules to private cloud are such that any cost coming into the group is split between CPU andRAM unless the cost originates from the storage or backup cost group which is routed to the storagecost object under private cloud.

n A new cost group called public cloud that is based on a dimension of the same name. The dimensionhas two hierarchy levels representing a public cloud vendor and the services or offerings acquired fromthe vendor and a new expense object is dedicated to public cloud expenses.


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Upgrading and Custom Installations 3You can upgrade IT Business Management Suite using the installer. You can either upgrade an installationor can perform select installation procedures by using custom installations.

NOTE

To upgrade from a version earlier than ServiceFlow 6.3.72 to the current version of IT Business ManagementSuite, upgrade your system to ServiceFlow 6.3.74 and then run the installer for IT Business ManagementSuite.


n “Upgrade IT Business Management Application and Database,” on page 31

n “Upgrade the IT Business Management Application,” on page 33

n “Upgrade the Database,” on page 34

n “Custom Installation,” on page 35

Upgrade IT Business Management Application and DatabaseYou upgrade the application and database only when a new .war file is deployed into the system. Thewizard recognizes that an installation already exists and prompts you for only the necessary information toupgrade the system.

Prerequisites

n Remove any trailing backslash characters when setting the Server Instance. This is known to createinstallation difficulties during upgrades.

n From version 7.5 or later versions, shared dashboards are no longer supported. Any dashboards thatexist in the My Reports hierarchy under the incoming shared reports folder will be deleted. To preserveshared dashboards, you must move them into the My Reports hierarchy by using either the Move menuoption or the Save As menu option. Before the upgrade, check whether this feature is used, and if yes,verify with the users whether they want to preserve any shared dashboards or not.

n From Version 7.5 onwards, Out-of-the-Box roles are overwritten during an upgrade. If changes aremade to any of these roles, the administrator must update these roles manually after the upgrade. Ingeneral, if many changes are required to the Out-of-the-Box roles, create a copy of each role andmaintain all modifications in the copied roles instead of the Out-of-the-Box roles.

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Procedure


System Description

Windows Navigate to the IT Business Management Suite installation files anddouble-click the ITBM-Installer_<BuildNumber>.jar file.

Non-Windows Run the <JAVA_HOME>\bin\java -jar ITBM-Installer_<BuildNumber>.jar command.



3 Select an installation mode and click Next.

n Evaluation Mode: This is the default mode.

n Licensed Mode: If you have the IT Business Management license, select the option and enter thelicense key in the text box.

4 Select Upgrade as the installation type.

5 Click Next.


Option Description

Upgrade Database Schema The installer uses upgrade scripts that are available with the installationfiles to upgrade the existing schema.a Click Next.b In the Database Schema Content Source window, select Default

scripts that is included in the Installation environment.

Create New Database Schema The installer uses scripts to create a new schema for upgrading the contentof an external database.a Click Next.b In the Database Schema Content Source window, select Custom in the

Installation environment.c Click Next.d In the Custom Dump File window, click Select File to select the

custom dump file.






10 Click Next.


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Option Description

Upgrade Database Schema The installer uses upgrade scripts that are available with the installationfiles to upgrade the existing schema.a Click Next.b In the Database Schema Content Source window, select Default

scripts that is included in the Installation environment.

Create New Database Schema The installer uses scripts to create a new schema for upgrading the contentof an external database.a Click Next.b In the Database Schema Content Source window, select Custom in the

Installation environment.c Click Next.d In the Custom Dump File window, click Select File to select the

custom dump file.

What to do next

Complete the installation steps from “Select an Application or Web Server,” on page 18 onwards.

Upgrade the IT Business Management ApplicationTo upgrade the IT Business Management system (.war file) only and import the data through the dump file.

Prerequisites

n Remove any trailing backslash characters when setting the Server Instance. This is known to createinstallation difficulties during upgrades.

n From version 7.5 or later versions, shared dashboards are no longer supported. Any dashboards thatexist in the My Reports hierarchy under the incoming shared reports folder will be deleted. To preserveshared dashboards, you must move them into the My Reports hierarchy by using either the Move menuoption or the Save As menu option. Before the upgrade, check whether this feature is used, and if yes,verify with the users whether they want to preserve any shared dashboards or not.

n From Version 7.5 onwards, Out-of-the-Box roles are overwritten during an upgrade. If changes aremade to any of these roles, the administrator must update these roles manually after the upgrade. Ingeneral, if many changes are required to the Out-of-the-Box roles, create a copy of each role andmaintain all modifications in the copied roles instead of the Out-of-the-Box roles.

Procedure


System Description





Chapter 3 Upgrading and Custom Installations

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5 Click Next.

6 Select Do not build Data Schema as the Database Schema.

Example: Upgrading the Application OnlyYou have a development environment and a production environment that are both running the sameversion. If the development environment is upgraded to a later version of IT Business Management,modifications are made to the data, which is exported to a dump file. The dump file will also be in the laterversion. Because you plan to use this data in the production environment, you upgrade only the applicationin the production environment, and import the data from the dump file.

What to do next

Complete the installation steps from “Select an Application or Web Server,” on page 18 onwards.

Upgrade the DatabaseTo upgrade the IT Business Management database only and import the database data through the dumpfile.

Prerequisites

To check the location of the database if you are using the custom dump file.

Procedure


System Description








4 Select Database Schema as the installation type.

5 Click Next.

6 Select Upgrade Database Schema as the Database Schema.


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Example: Upgrading the Database OnlyYou are working in your current IT Business Management Suite environment and VMware releases newcontent data. This only affects the database and not the application, therefore you run the installer with theoption to upgrade only the database, and use the dump file to add the new database data to theenvironment.

What to do next

Complete the installation steps from “Select a Source for the Database Schema Content,” on page 17onwards.

NOTE The content packages and advanced settings screens are not available or applicable while upgradingthe database.

Custom InstallationUse the custom installation to change specific details in the installation. This installation option should beused with caution and only by experienced users.

When you need to install a hotfix, VMware provides a special version of the IT Business Managementinstaller. Verify that you have the correct version of the installer and follow the instructions for “Upgrade ITBusiness Management Application and Database,” on page 31.

Procedure


System Description








4 Select Custom as the installation type.

5 Click Next.

6 Select Create new Database Schema or Upgrade Database Schema as the Database Schema.

NOTE The Do not build Database Schema option requires a valid database schema that is compatiblewith the IT Business Management version that is being installed. This option is for expert users onlyand not recommended.

Example: Situations that Require Custom InstallationYou might require custom installations when connecting an application to a different database schema,changing the IT Business Management system type configuration, installing Tomcat Web server withoutmaking other changes, or installing Tomcat as a Windows service.

Chapter 3 Upgrading and Custom Installations

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What to do next

Complete the installation steps from “Select a Source for the Database Schema Content,” on page 17onwards.


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Configuration Files 4The configuration files are used to configure the files used in IT Business Management suite.


n “Working with Configuration Files in IT Business Management,” on page 37

n “ServiceFlow Properties,” on page 37

n “About Flat Files,” on page 37

n “Batch Procedure Whitelist Properties,” on page 38

n “ITBM Key,” on page 38

n “ITBM License,” on page 39

Working with Configuration Files in IT Business ManagementIf you are an advanced user of IT Business Management, such as an administrator, you can use theserviceflow.properties, flat_files.properties, batch_procedure_whitelist.properties, ITBM.key, andITBM.license files to improve the system performance.

ServiceFlow PropertiesIT Business Management administrators can use the serviceflow.properties file to configure the followingsystem parameters:

n “Infrastructure Parameters,” on page 73

n “Dimensions Configuration Parameters,” on page 74

n “Database-Related Configuration Parameters,” on page 75

n “Engine-Related Configuration Parameters,” on page 76

n “Security Parameters,” on page 78

n RTF Booklet Parameters

About Flat FilesYou can find a list of all the folders accessible for flat files adaptor. For security reasons, access to otherdirectories on the server through IT Business Management is not allowed.

n Contains a list of folders accessible for flat files adaptor.

n Each folder is represented by a separate line.

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n Rows beginning with # are considered comments and are ignored.

n Empty lines are ignored.

n You can access them by using a path relative to the application instance directory or by using theabsolute path.

n Exists in the .war file under default-config .

n Contains a single reference to the default adaptor_files folder.

n If a copy is placed in DF-Config, it extends the internal list.

n After you edit the file, you must refresh your cache.

Batch Procedure Whitelist PropertiesThis file contains a list of stored procedures which Engine Batches are allowed to run . For security reasons,other procedures are disallowed.

This is a list of stored procedures which Engine Batches are allowed to run. All other procedures produce anexception if you try to run them. The format is, each stored procedure is on a separate line, no commas arenecessary. Rows beginning with # are considered comments and are ignored. Empty lines are ignored. Youmay add more procedures at the end. This file exists in the .war file under default-config. It contains a list ofthe default procedures. If a copy is placed in DF-Config, it will EXTEND the internal list. If you make achange to this file you must do Refresh Cache.

Batch Procedure Whitelist Properties

n SF_ANALYZE_ADAPTORS

n SF_ANALYZE_FLOW

n SF_ANALYZE_FLOWS

n SF_ANALYZE_INDEX

n SF_ANALYZE_OPERATOR

n SF_ANALYZE_TABLE

n SF_CALC_LAST_COMPLIANCE_DATE

n SF_COMPACT_FLOW

n SF_COMPACT_FLOWS

n SF_COMPACT_FLOWS

n SF_COMPACT_OPERATOR

n SF_COMPACT_TABLE

ITBM KeyThis is a randomly generated key that is used for password encryption in the IT Business Managementapplication. If you move the server to a different computer, you must copy this file to correctly decryptpasswords stored in the database.


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ITBM LicenseIs the IT Business Management application license key which is provided by the user on the License Keyinstallation page or through Administration > Tools > General Preferences > Licensing page.

Example12345-ABCDE-67890-ABCDE -12345

Chapter 4 Configuration Files

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40 VMware, Inc.

Post-Installation Procedure

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Post Installation Tasks 5To use and verify IT Business Management, you must perform certain configuration tasks after completingthe installation.


n “Log In to IT Business Management Suite,” on page 43

n “Verify Basic IT Business Management Features,” on page 44

n “Configure Email Settings,” on page 44

n “Set the Time Zone,” on page 45

n “Oracle Parameters Customized for IT Business Management,” on page 45

n “Encrypting Passwords,” on page 46

n “Enabling Data Table Archiving,” on page 47

n “Sending Traps with SNMP,” on page 47

n “Enabling SSL for Tomcat,” on page 48

n “Test the SSL Configuration,” on page 48

n “Verifying Character Compatibility,” on page 49

n “Supporting Lotus Notes,” on page 49

n “Configure IT Business Management Cluster Installation,” on page 50

Log In to IT Business Management SuiteTo access the IT Business Management you have to launch a Web browser.

Prerequisites

Install the IT Business Management Suite on the Server.

Procedure

1 In your Web browser, type the address in the following format: http://host:port.

n host is the name of the machine on which IT Business Management is installed.

n port is the port on which IT Business Management is running.

NOTE To connect to the Designer, type http://host:port/jserf/sfd.jsp

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2 Type the user name and password and click Login.

A System Information page summarizes the system information of IT Business Management suite.

What to do next

You can create a new administrative user, set appropriate permissions, and reconnect to the system withthis new user ID.

Verify Basic IT Business Management FeaturesAfter you install IT Business Management, you must test the computing environment, regardless of theapplication server type.

Prerequisites

Log in to IT Business Management, create a user, and save the user settings.

Procedure

1 Log in to IT Business Management with your credentials.

A System Information page summarizes the system information of IT Business Management suite.

2 From the IT Financial Management drop-down menu, select Administration.

The IT Business Management Administration page with Security, Reports, and Tools tabs appears.

3 To verify creating a user feature, click Users on the Security tab.

A table lists all the users created in the IT Business Management suite.

4 To verify a database connection, click Tools > INPUT > Database Connections.

5 To verify creating an adaptor, click Tools > Workshop > Add > Adaptor.

The adaptor's page appears.

6 To verify creating a flow, click Tools > Workshop > Add > Flow

The selected flow's page appears.

You successfully verified all the features of IT Business Management suite.

Configure Email SettingsYou can use IT Business Management Suite email option to send reports, notify users about breaches, andsend data for adjustment and approval.

Configuring Email Settings for IT Business Managementsuite users.

Procedure

1 From IT Business Management suite Administration page, select Tools > System DefinitionsBackendProcesses > Mail Distributor.

Mail Distributor: Configure Settings page appears.

2 Type details of the SMTP server, the sender's email address, credentials for your system, and click OK.

3 If the email settings change, stop and restart the IT Business Management suite.

4 On the customer’s mail server, check whether the SMTP configuration is correct.

5 Set relay permissions on Exchange Server to accept mail from the IT Business Management Suite server.


44 VMware, Inc.

6 Verify that no special permissions are set to prevent the mails from being sent, for example, if the SMTPserver allows only certain sender addresses to send emails.

Set the Time ZoneThe IT Business Management suite receives input from many systems with potentially different time zones.You must configure the time zone for your system so that the time-based report data is consistent andmeaningful.

After the installation is finished, update the time zone information for your JDK to version 2013d.

n To view the updated instructions, go to http://www.oracle.com/technetwork/java/javase/tzupdater-readme-136440.html.

n Download the time zone update tool from http://www.oracle.com/technetwork/java/javase/downloads/tzupdater-download-513681.html.

Procedure

1 From the IT Business Management suite Administration page, select Tools > System Definitions >General Preferences > Options tab.

2 Set the time zone for your system using the Timezone drop-down menu.

Oracle Parameters Customized for IT Business ManagementIn IT Business Management suite, the DBA modifies the values of Oracle parameters used by theIT Business Management suite installations. The DBA also ensures that the session and process parameterscorrelate to the number of concurrent users present in the system.

The IT Business Management suite does not require the Oracle Recycle Bin feature. Disable this feature ifyou want to run IT Business Management suite on a dedicated database.

NOTE The sizes for the parameters are for the 64-bit version of Oracle. If you want to use the 32-bit verisonof the parameters, you need to tune the memory parameters.

Table 5‑1. Oracle Parameters that Require Modifications for IT Business Management suite

Parameter Description Oracle Version 11g

DB_BLOCK_SIZE Specifies the size of database blocks. 8KB, 16KB for Unicode databases

DB_CACHE_SIZE Specifies the size of the DEFAULTbuffer pool for buffers of the primaryblock size .

Unset the parameter .

SHARED_POOL_SIZE Determines the size of SQL statementcache. This parameter is used toenable the reuse of statements.


LOG_BUFFER Determines the number of buffers,each the size of the system page,located in SGA as a result of thechanged data written to the redo logfiles.


OPTIMIZER_MODE Enables the Oracle Cost-BasedOptimizer when statistics areavailable.

ALL_ROWS

Chapter 5 Post Installation Tasks

VMware, Inc. 45

http://www.oracle.com/technetwork/java/javase/tzupdater-readme-136440.html

http://www.oracle.com/technetwork/java/javase/downloads/tzupdater-download-513681.html

Table 5‑1. Oracle Parameters that Require Modifications for IT Business Management suite (Continued)

Parameter Description Oracle Version 11g

CURSOR_SHARING Determines the type of SQLstatements that can share the samecursors. Setting the value of thisparameter to Exact allows onlystatements with identical text to sharea cursor.

Only the value Exact is supportedand certified .

WORKAREA_SIZE_POLICY Determines whether Oracle shouldautomatically allocate in the PGA andSGA, or that these areas will beallocated manually .

AUTO

SESSION_CACHED_CURSORS Specifies the number of cursors tocache per session.

5

PROCESSES Specifies the maximum number ofprocesses .

200

SESSIONS Specifies the maximum number ofsessions.

255

JAVA_POOL_SIZE Unset the parameter.

DB_WRITER_ PROCESSES The number of background databasewriter processes to start

3

PGA_AGGREGATE_ TARGET Target size for the aggregate ProcessGlobal Area memory consumed bythe instance.


SGA_TARGET Unset the parameter.

SGA_MAX_SIZE Unset the parameter.

MEMORY_TARGET 5GB

MEMORY_MAX_ TARGET Unset the parameter.

Encrypting PasswordsIT Business Management suite users can encrypt the password when the IT Business Management stores theuser and user passwords for RDBMS authentication. The password encryptions is applicable for Tomcatsystems only .

Encrypt User PasswordsYou can encrypt user password for Tomcat systems when IT Business Management suite stores the user anduser passwords for RDBMS authentication.

Procedure

1 In the jserf.xml file, add the digest="SHA" to the current definition of DataSourceRealm after theroleNameCol="group_name" parameter.

<Realm className="org.apache.catalina.realm.DataSourceRealm" debug="99"

dataSourceName="jdbc.frontend_data_source" localDataSource="true"

userTable="dfl_user" userNameCol="user_name" userCredCol="user_password"

userRoleTable="dfl_user_group_mapping" roleNameCol="group_name"

digest="SHA"/>

2 For user passwords, add the ENCRYPT_PASSWORD=true flag definition to DFConfig/serviceflow.properties file.


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Encrypting Tomcat and LDAP Configuration PasswordsYou can encrypt IT Business Management user passwords stored in Tomcat configuration files.

Tomcat and LDAP configuration password encryption is controlled by the ENCRYPT_TC_ENV flag. By default,it is set to true. You can override this default setting in DF-Config/serviceflow.properties.

Enabling Data Table ArchivingIT Business Management suite can archive data tables in a second database schema called the ArchivingDatabase schema. You have to create the RUN_DDL stored procedure on the archiving database schema. Toenable archiving, the Oracle user must have write permissions to the Archiving Database schema.

Procedure

1 Create a new schema for archiving on the same database as the IT Business Management schema.

2 Use the following script to create RUN_DDL()stored procedure in the archiving schema .

prompt

prompt Creating procedure RUN_DDL

prompt ==========================

prompt

create or replace procedure run_ddl(in_tab_name in varchar2) AUTHID CURRENT_USER is PRAGMA

AUTONOMOUS_TRANSACTION;

begin

execute immediate in_tab_name;

end run_ddl;

3 In the configuration file, remove the comment symbol from the following resource:

Resource name="jdbc.sf_archive_data_source"

The configuration file on WebLogic systems is config.xml. The configuration file on Tomcat systems isjserf.xml.

4 Modify the username, password, and URL tags for jdbc.sf_archive_data_source resource to matchthe values in the archiving schema.

5 Restart the server.

Sending Traps with SNMPThe IT Business Management suite uses SNMP traps to recognize significant events by way of an unsolicitedSNMP message

Procedure

1 From the sf_log4j.properties file, uncomment the lines that begin with log4j.appender.TRAP_LOG.

You can use SNMP traps to send breach alerts and keep the back-end process alive. Thedigitalfuel.mib file, located in thejserf.war\WEB-INF\classes\snmp folder.

2 Set log4j.appender.TRAP_LOG.ManagementHost to the IP address of the machine that hosts the trapwatcher.

3 Install a trap watcher, such as CSCare Trap Console.

Events appear in the trap watcher.


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Enabling SSL for TomcatYou can configure SSL on your Tomcat application server to encrypt information.

Prerequisites

For information on uploading the SSL certificate, see http://tomcat.apache.org/tomcat-6.0-doc/ssl-howto.html#Installing_a_Certificate_from_a_Certificate_Authority.

n Verify that the system administrator, or similar user, has installed the SSL certificate and provided thepath to the key file and its password.

n If you are using a reverse proxy, set the EXTERNAL_SERVER_URL property in serviceflow.properties file.This property can be set during installation.

Procedure

1 Set the SERVER_URL property in the serviceflow.properties file.

a Open DF-Config/serviceflow.properties.

b Update the SERVER_URL property to SERVER_URL=https://host name:external port/jserf/.

n Use a fully-qualified domain name as the host name. The term localhost is not a valid host namewhen using SSL.

n If enabling SSL in a cluster environment, each node in the cluster should be able to access all othernodes by their host names.

2 Navigate to conf/server.xml and replace your current connection definition with the followingdefinition to allow SSL traffic on your IT Business Management suite instance.

An example follows the definition. If the keystoreFile is of type .pfx, add the keystoreType="PKCS12"parameter to the connector:

<Connector port="[EXTERNAL PORT]" minSpareThreads="5" maxSpareThreads="75"

enableLookups="true" disableUploadTimeout="true" acceptCount="100"

maxThreads="200" scheme="https" secure="true" SSLEnabled="true"

keystoreFile="[FULL PATH TO KEYSTORE FILE]" keystorePass="[PASSWORD]"

clientAuth="false" sslProtocol="TLS"/>

<Connector port="8443" minSpareThreads="5" maxSpareThreads="75"

enableLookups="true" disableUploadTimeout="true" acceptCount="100"

maxThreads="200" scheme="https" secure="true" SSLEnabled="true"

keystoreFile="/home/df/.keystore" keystorePass="nod#90$stox"

clientAuth="false" sslProtocol="TLS"/>

3 If the SSL certificate is not trusted by the JVM, import the root certificate.

In a cluster environment, each node in the cluster must import the certificate.

What to do next

Test the SSL configuration. See “Test the SSL Configuration,” on page 48.

Test the SSL ConfigurationAfter you configure your SSL system, you must verify that the configuration is correct.

Prerequisites

Enable SSL on your Tomcat system. See “Enabling SSL for Tomcat,” on page 48.


48 VMware, Inc.

http://tomcat.apache.org/tomcat-6.0-doc/ssl-howto.html#Installing_a_Certificate_from_a_Certificate_Authority

http://tomcat.apache.org/tomcat-6.0-doc/ssl-howto.html#Installing_a_Certificate_from_a_Certificate_Authority

Procedure

1 Log in to the IT Business Management Suite Designer.

2 Select a table report that contains data.

3 From the Tools drop-down menu, select Export to Word.

What to do next

If the error Failed to create document. (code 3209) occurs, set the SERVER_URL property in theserviceflow.properties file.

Verifying Character CompatibilityOperating systems must have language definitions that correspond to the language used inIT Business Management suite. Problems with character display might occur when you generate RTF filesfor export to Microsoft Word or Excel.

Prerequisites

Verify that the language definition in the operating system is correct . If you cannot change the languagedefinition, use the following workaround. This is more common on UNIX systems.

Procedure

1 Open the appropriate file for your application server.

Table 5‑2. Application Server Details

Application Server File

Tomcat n Windows: ITBM\Tomcat 6.0.35\bin\catalina.batn UNIX and Linux: ITBM-Tomcat\Tomcat6.0\bin\catalina.sh

Web Logic Windows: ITBM\Tomcat 6.0.35\<domain>\bin\setDomainEnv.cmdUNIX and Linux: ITBM\Tomcat 6.0.35\<domain>\bin\setDomainEnv.sh

2 Append -Dfile.encoding=<encoding> to the string that begins with -Djcifs.properties=.-Djcifs.properties=.\DF-Config\serviceflow.properties -Dfile.encoding=<encoding>.

Supporting Lotus NotesWhen you send email reports that contain images to Lotus Notes users, the default image type inIT Business Management Suite (.png) cannot be viewed. The quality of the image differs with each imagetype. Additionally, the size of the email is significantly affected by the image type value.

Procedure

1 Change the value of the CHART_IMAGE_TYPE_FOR_MAIL flag in DFL_OPTIONS to something other than thedefault, .png.

Table 5‑3. Image types supported in IT Business Management suite

Image Type Value

.gif 3

.png 4

.jpeg 7 (recommended)

.bmp 8

2 Refresh the cache in the IT Business Management Suite user interface.


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3 In the IT Business Management suite database, run the SQL truncate table command to truncate theRPS_CACHE table.

Configure IT Business Management Cluster InstallationSeveral additional modifications have to be done to use IT Business Management in a cluster environment.

For more information about IT Business Management cluster installation, see “About Installing IT BusinessManagement in a cluster environment,” on page 14.

Prerequisites

Install IT Business Management on a shared systems, such as a cluster configuration.

Procedure

1 Configure session replication by updating the following properties.

n McastService - This is a multicast address that must be unique for each cluster. By default, thevalue is set to 228.0.0.4. This is used for heartbeat node discovery.

n NioReceiver - This is the listening port and address of the node.

For more information, see http://tomcat.apache.org/tomcat-7.0-doc/cluster-howto.html.

2 Configure backend scheduling by updating the DF-Config/quartz.properties file. Set theorg.quartz.jobStore.isClustered to True for cluster nodes to grab jobs and run at their owndiscretion.

You can disable quartz running backend services on a machine by setting the IS_SCHEDULER to 0 (Zero)in the DF-Config/serviceflow.properties file. Such machines are typically called frontend servers,because they do not run backend services.

3 Configure cache management by using Open Symphony library for distributed caching solution.Distributed caching allows the application to use cache for better performance and also synchronizes allnodes and cached data. Set the SERVER_URL property in the DF-Config/serviceflow.properties file in allnodes to a URL that other cluster nodes can use to access the machine (IP address).


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http://tomcat.apache.org/tomcat-7.0-doc/cluster-howto.html

Backup and Recovery 6Backups are critically important in the maintenance of your ITBM Suite Database server. Backups helpprevent data loss in the event of disk failures, software problems, or operator error.

NOTE Failure to back up your system can cause hours or days of unnecessary labor in the reproduction oflost files and configurations . The ideal backup strategy is to automate the backup process and minimize themanual actions performed by the system administrator.


n “Backup Strategies,” on page 51

n “Oracle Database Backups,” on page 52

n “Using or Linking Veritas NetBackup with ITBM,” on page 52

n “Recovery,” on page 52

Backup StrategiesYou need to take regular backups of file system and Oracle database. IT Business Management applicationsrecommends its users to follow these Backup strategies:

n In addition to the manual backups that you perform as part of system upgrades or planned hardwareand software maintenance, schedule regular file system and Oracle database backups.

n Back up your data to a secondary device, another server, tapes, or any other type of storage.

n Automate the backup process to maintain consistency.

n Back up your system during the night, when system usage is very low.

n Perform a full file system backup followed by incremental backups that back up changed files. Thispractice helps to do a quick system restore.

n Track backups and retain the media to ensure that you can recover from data loss.

Oracle database backups must be coordinated with the file system backups. This practice ensures that thesaved database files are not being modified while they are being copied, and old database files that are nolonger required on the disk can be removed after a successful backup image is made. If the old data is notremoved, the disk can fill up quickly.

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Oracle Database BackupsThe Oracle database contains most of the information that is used throughout the ITBM Suite. To ensure thatyou can restore the database, perform a proper back up regularly.

Database Backup TypesThe following Oracle database backups provide alternative methods of recovery.

n Full Database Backups - Full database backups are used to restore the Oracle database to any specifictime, including the last time the database was operating normally. To use a full database backup forrecovery, operate Oracle in archive mode so the archive logs are copied to a save area. To recover to aspecific time, the last full backup files are loaded, then the archive log files are applied until the specifictime is reached. If archive log files are not available, a cold full database backup can still be used torestore the database to the point when the cold full database backup was made, but changes made afterthat time cannot be recovered. Recovery using a hot full database backup cannot be accomplishedunless all archive logs are available.

n Logical Oracle Database Backups - Logical Oracle database backups are used to recover to the timewhen the logical database backup was completed. The Oracle import tool is used to regenerate thedatabase in case of major failures. This type of recovery is useful to restore the database to a past statewhere the database is known to be undamaged. If the database has been damaged in some manner sothat it does not start up, then imports are not possible. In this case, the database must be rebuilt using acomplex process available in the Oracle installer, or the database can be restored from the most currentset of files produced by a cold backup.

The database backups must be integrated with the file system backups. The Oracle files are then ready to becopied to tape along with other disk files, and disk space is freed when old files are deleted after thesuccessful file system backup. Your system administrator should ensure that the folder containing thearchive logs, and the Oracle backup files are included in the file system backup.

Using or Linking Veritas NetBackup with ITBMWhen you use the Veritas NetBackup product with IT Business Management, there is some confusion as towhich datasets comprise the IT Business Management solution.

You do not need to back up the binaries on a regular basis. Back up the Oracle database schema on a regularbasis by using an Oracle agent or library for Veritas. IT Business Management has no special requirements.The Veritas NetBackup RMAN Oracle library must be linked to the Oracle binary file. This linking does notaffect the ITBM database schema.

RecoveryYou can use a backup of your data files, control files, archive log files, and initialization parameters torecover a failed database. You might want to create a copy of the IT Business Management application onanother system to aid in recovery .

You can use the following recovery options for media failure.

n Recover database

n Recover datafile

n Recover tablespace


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Perform a Generic RecoveryYou can perform a generic recovery to restore a failed database.

Prerequisites

From the failed database, take a back up of your data files, control files, archive log files, and initializationparameters.

Procedure

1 Shut down the database or the affected datafile or tablespace and take it offline.

2 Restore the datafile from a backup along with the archived redo logs created since the backup.

3 Run a Recover command.

The datafiles are brought back online.

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Planning Requirements forIT Business Management 7

As a user, you can use various techniques to estimate the disk space requirements of theIT Business Management application. With this option you can plan the future business needs ofIT Business Management.


n “Capacity Factors,” on page 55

n “Database Disk Configuration,” on page 56

n “RAID Devices,” on page 57

Capacity FactorsVarious factors affect the disk capacity calculation of IT Business Management.

Factors Affecting Capacity Calculationsn Number of operators in a flow

n Number of business rules defined for a flow

n Number of rows in an adaptor

n Complexity of the lines in an adaptor (number of bytes per line)

n Operator-specific factors

Flow Size CalculationYou can use calculate the amount of disk space required for storing the IT Business Management system.

Use this formula to determine the amount of disk space that will store an IT Business Management Suiteinstance and all associated calculations.

(Number of lines in Adaptor) * (Number of bytes per line) *

(Number of operators in the Flow) * (Number of BRs in the Flow) * (2)

The following operators affect the Number operators in the Flow calculation.

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Table 7‑1. Flow Calculation Operators

Operator Description

Aggregate Aggregate functions in the flow’s Aggregate operators directly contribute to theNumber Operators in the Flow value . If the Flow contains one or moreAggregate operators, count the number of Aggregate Functions in each Aggregateoperator. Add this number of functions to the number of other, non-Aggregateoperators. This total is the Number Operators in the Flow value.For example, say a Flow has five operators and three of them are Aggregate. EachAggregate operator has two Aggregate functions, for a total of six. The NumberOperators in the Flow value in this case is eight, six for Aggregate and two forthe other two operators.

Identify If the flow contains the Identify operator, use this formula to determine the numberto substitute for the Identify operator:(Number of lines in Adaptor) * (Highest mapping ratio)

The mapping ratio value is the number of business units or groups to which aparticular resource is mapped. If this ratio cannot be determined, use this formula todetermine the Identify operator:(Number of Providers) * (Number of Customers) * (Number of Groups)

Database Disk ConfigurationYou can use the Database Disk Configuration feature to improve the IT Business Management applicationperformance. To achieve the improvements, it is important that you select the appropriate file distributionand disk configuration values.

Data StorageIT Business Management data is stored in data files on the disk, which are grouped together into logicalstorage units called tablespaces. The Oracle database contains all the default table spaces.

The following table describes some of the data storage terms associated with the IT Business Managementapplication.

Table 7‑2. Data Storage Terms Used in IT Business Management

Data Storage Term Description

System Used for data dictionary objects such as tables, indexes,utilities, and packages. No objects must reside in thistablespace except for the Oracle metadata.

Undo Used for storing the undo data of committed transactionsto enable the rollback of transactions.

Temp (or Temporary) Used for holding temporary segments created by sortoperations written to a disk. To improve performance, thistablespace is usually of a temporary type. No permanentobjects can reside in this tablespace, and it must not resideon a RAID disk. Place the temporary tablespace data fileson fast devices, which do not need to be large storagedevices.

Application tablespace One or more tablespaces used for storing tables andindexes.

NOTE You must ensure that IT Business Management data and indexes are stored as separate entries.


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Database File Disk Distribution RecommendationsIt is important that you understand the workload on the different storage devices that are used inIT Business Management. For example, the redo logs are sequentially written, are considered to be hot I/Olocations, and are placed on a separate, exclusive, fast storage device. This practice prevents them frombecoming the database bottleneck.

The following table describes the definition of some of the database file disk distribution terms associatedwith the IT Business Management application.

Table 7‑3. Database File Disk Distribution Terms Used in IT Business Management

Database File Disk Distribution Terms Description

Redo log groups Use at least two groups with three files in each group. Placethe groups on separate, individual disks for redundancyand performance. Separate the online redo logs disk fromother database activity and from the archived redo logs.Place the redo logs on fast devices, which do not need to belarge storage devices.

Database control files Use at least three control files, located on different disks.

RAID DevicesThe use of RAID devices is transparent to Oracle. All the features specific to RAID configurations arehandled by the operating system and not Oracle.

RAID ConfigurationThe use of RAID devices differs according to the Oracle file type. Data files and archive logs can be placedon RAID devices because they are accessed randomly. Do not place redo logs on RAID devices because theyare accessed sequentially and performance is enhanced by having the disk drive head near the last writelocation. Oracle recommends that you mirror redo files. RAID is easier to use than the Oracle techniques fordata placement and striping.

Keep in mind the following RAID configuration recommendations.

n RAID usually affects write operations more than read operations. This is especially true where parityneeds to be calculated (RAID 3, RAID 5, and so on).

n You can place online or archived redo log files on RAID 1 devices. Do not use RAID 5. Place TEMPtablespace data files on RAID 1 devices, instead of RAID 5, because the streamed write performance ofdistributed parity (RAID 5) is not as good as that of simple mirroring (RAID 1).

n You can use swap space on RAID devices without affecting Oracle.

Table 7‑4. RAID devices

RAID Type of RAID Control File Database FileRedo log orTemporary Archive File

0 Striping Avoid OK Avoid Avoid

1 Shadowing OK OK Recommended Recommended

0+1 Striping+Shadowing

OK Recommended Avoid Avoid

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Table 7‑4. RAID devices (Continued)

RAID Type of RAID Control File Database FileRedo log orTemporary Archive File

3 Striping withstatic parity

OK Avoid whenthis data fileinvolves heavywrite operations

Avoid Avoid

5 Striping withrotating parity

OK Avoid whenthis data fileinvolves heavywrite operations

Avoid Avoid

RAID 0 does not provide protection against failures. RAID 0 requires a strong backup strategy. RAID 0+1 isrecommended for database files because it avoids hot spots and provides the best possible performanceduring a disk failure. The disadvantage of RAID 0+1 is its costly configuration.

Use the highest RPM disks for temporary and redo logs. Use as many controllers as you can in the array,and ensure that you place the redo log groups on different controllers. You can use the followingconfigurations to combine RAID 0 and RAID 1.

n RAID 0+1 is implemented as a mirrored array with segments that are RAID 0 arrays.

n RAID 10 is implemented as a striped array whose segments are RAID 1 arrays.

Do not confuse RAID 0+1 with RAID 10. A single drive failure can cause the whole array to become a RAID0 array.

Advantages and Disadvantages of RAID ImplementationUsing RAID has advantages and disadvantages, depending on the RAID level under consideration and thespecific system being used.

RAID 1 is generally most useful for systems where complete redundancy of data is necessary and disk spaceis readily available. For large data files or systems with less disk space, it might not be advisable to use thisRAID level. When you use RAID 1, writes are at a normal speed. For all other levels of RAID, writes aregenerally slower and reads are generally faster than in standard file systems. Depending on the ratio ofreads to writes in your system, I/O speed might increase or decrease. However, RAID can improveperformance by distributing I/O because the RAID controller spreads data over several physical drives andno single drive is overburdened.

Besides balancing I/O, data striping across physical drives has several other advantages, such as the creationof logical files that are larger than the maximum size usually supported by an operating system. If data isstriped, you cannot locate a single data file on a specific physical drive. This limit can cause the loss ofcertain application tuning capabilities. In addition, such a limit can cause the database recovery to be moretime consuming, because all the disks that are a part of the logical RAID device must be involved in therecovery.


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Creating RTF Templates 8In the IT Business Management application, you can use the data tags and flow control tags from thedynamic tag library to customize the default system templates and create RTF templates for Worddocuments. These documents are distributed to customers and other IT Business Management users.


n “Dynamic Tag Library,” on page 59

n “Agreement Documentation Tags,” on page 60

n “Report Documentation Tags,” on page 65

n “Advanced Options,” on page 67

n “Troubleshooting the RTF Template,” on page 69

Dynamic Tag LibraryThe dynamic tag library is used by advanced IT Business Management system users to create RTF templatesfor agreement and report documents.

Location of System TemplatesYou can use tags to customize the default system templates in the DF-Config/presentation folder.

Table 8‑1. Default Templates

Template Description

slaOverview.rtf Used for exporting agreements to Word.

templateOverview.rtf Used for exporting master agreements to Word.

report.rtf Used for exporting reports to Word.

In addition to default templates, you can use tags to create private templates for Export Using Layout andBooklet actions.

About Dynamic Tags in IT Business ManagementThe dynamic tag library contains data access tags and flow control tags. Dynamic tags must be enclosed inangle brackets (<>). The first character after the opening angle bracket must be either a dollar sign ($) or apound sign (#).

Data Access

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The syntax for the basic data access tag is

$OBJECT_COMPONENT.PROPERTY_COMPONENT.

A declaration statement is used to create the OBJECT_COMPONENT. The declaration statement defines areference to an object. This reference is also used to retrieve data from that object. The declaration statementuses the following format.

<#set ($referenceName = OBJECT_DECLARATION)>

For more information, see “Agreement Documentation Tags,” on page 60 and “Report DocumentationTags,” on page 65.

Flow Control

The syntax for the basic flow control is:

#CONTROL_COMMANDS (for example:foreach/if/end/set).

Agreement Documentation TagsYou can use the dynamic tag library to create agreement documents. The output documents contain severalelements that are controlled by tags. The elements, agreements, revisions, categories, and business rules, arenested by dependent loops in that order.

AgreementsAgreements define the service agreement parameters between the serving system or staff, the provider, therecipient, and the customer . There can be multiple services, and therefore multiple agreements, for arelationship .

The following example declares an agreement.

<#set ($mySla = $slaRtfFactory.sla(“mySLA”))>

Table 8‑2. Agreement Documentation Tags

Documentation Tag Description

$slaRTFFactory.currentSla() Retrieves the agreement that is currently in the context.Use this tag for the Export to Word feature.

$slaRTFFactory.sla("Your SLA Name") Retrieves the agreement with the name Your SLAName. Use this tag when documenting an agreementfrom the Booklet feature .

$slaRTFFactory.sla("SLA ID") Retrieve the agreement with the ID SLA ID. Use thistag when documenting an agreement from the Bookletfeature.

$slaRTFFactory.template("Your Master AgreementName")

Retrieve the master agreement with the name YourMaster Agreement Name. Use this tag whendocumenting an agreement from the Booklet feature.

$slaRTFFactory.template("Master Agreement ID") Retrieve the master agreement with the ID MasterAgreement ID. Use this tag when documenting anagreement from the Booklet feature.

NOTE If the name is not unique, an error message appears. If you receive an error message, the MasterAgreement ID must be used.

You can concatenate the groupByCategory tag to the agreement declaration statement. Use it to divide thebusiness rules into a group according to the system default category, usually Classification. The advantageis that you can process the business rules according to the groups.


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Example: For example

<#set ($mySla = $slaRtfFactory.sla(“mySLA”).groupByCategory())>

Property TagsThe property tags are used in the PROPERTY_COMPONENT part of the basic access tag.

NOTE In this list, mySla is used as the reference name, but any other name that is defined in the declarationcan be used.

Table 8‑3. PROPERTY_COMPONENT Tags

Property component Description

<$mySla.name> Agreement name

$mySla.description Agreement description

<$mySla.providerName> Agreement provider name

<$mySla.customerName> Agreement customer name

<$mySla.udfs> Agreement level user defined field list.

<$mySla.binaryDTOs> Agreement level user defined field list of type attachment

<$mySla.groupByType> If the value is 1, display a flat list of all the business rules inthe revision. If the value is 2, display business rules directlyunder the revision under the General Terms AndConditions category. Business rules appear under servicesin a tree structure within the Services category.

<$mySla.revisions> Revisions list

<$mySla.revisions.size()> Number of revisions.

The name of the field can be used for fields that are not predefined such as agreement fields in user definedfields. For example, if an agreement field is named my_sla_field_name, the tag <mySla.y_sla_field_name>receives the value of this field if the field is defined as an agreement user defined field on the agreement.

RevisionsRevisions contain the content of an agreement for a specified time. For example, one revision might spanJanuary to June and another, with different business rules, might span July to December.

Revision LoopingThe revisions loop is nested under the main statement in the agreement documentation tag. This followingexample loop is for processing all the revisions.

<#foreach ($revision in $mySla.revisions)> <#end>

Property TagsThe property tags are used in the PROPERTY_COMPONENT part of the basic access tag.

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Table 8‑4. PROPERTY_COMPONENT Tags

Property Component Description

<$revision.revisionNumber> Revision number.

<$revision.status> Possible values include:1 for active revision2 for pending revision3 for history revision4 for draft revision5 for awaiting approval6 for revoked revisionThe values are used in an <#if>conditional tag.

<$revision.startDate> Revision start date.

<$revision.endDate> Revision end date.

<$revision.description> Revision description.

<$revision.objectives> A list of business rules. For more information, seeBusiness Rules.

<$revision.objectives.size()> A list of business rules. Relevant if$mySla.groupByType = =1.

<$revision.generalTermsAndConditions Objectives> A list of business rules directly under revision (type 0).Relevant if $mySla.groupByType == 2.

<$revision. generalTermsAndConditionsObjectives. size()> A list of business rules that do not belong to a service.Relevant for cross-service business rules.

<$revision.groupByServices> A list of business rules under services. Relevant if$mySla.groupByType == 2.

<$revision.groupByServices.size()> A list of business rules that belong to a service, groupedby service.

<$revision.udfs> Revision level user defined fields.

<$revision.binartDTOs> Revision level user defined fields list of type attachment.

CategoriesA category is a type of business rule. IT Business Management includes General Terms and Conditions,Business Services and Technical Services, Performance, Financial, and Specification categories.

Category LoopingThe groupByType tag is located under the agreement itself.

<#if ($mySla.groupByType == X)> ... <#end>

If you set groupByType == 1, the business rules are shown in a flat list. If you set groupByType == 2, thebusiness rules are displayed under the category in which they reside. The General Terms and Conditionscategory for the business rules reside directly under the revision. The Services category for the businessrules reside in a tree-like structure.


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Business RulesA business rule is a tool that measures service performance. The business rule defines the agreementbetween parties and measures performance according to a defined breach condition.

Business Rule LoopingThe business rule loop is nested under the revisions loop in the agreement documentation tag, or under thecategories loop in the revision. The following example is a loop for processing all the business rules.

<#foreach ($objective in $revision.objectives)>

These are the possible data tags for the business rules grouped by Type 1. They appear directly under therevision.

Table 8‑5. Business Rule Objective Tags

Tag Description

<$objective.name> The name of the business rule.

<$objective.statement> The business rule statement.

<$objective.metricName> The name of the business rule template.

<$objective.targets> A list of the business rule targets.

<$objective.udfs> The business rule level user defined fields.

<$objective.binaryDTOs> The business rule level user defined fields list of typeattachment.

The target loop is nested under the revisions loop in the agreement documentation tag, or under thecategories loop in the revision. The following example is a loop for processing all the targets.

<#foreach ($target in $objective.targets)>

The following options are defined for the target tags.

Table 8‑6. Business Rule Target Tags

Tags Description

<$target.type> The type of the business rule target.

<$target.value> The value of the business rule target.

Category LoopingThe category loop is nested under the revisions loop in the agreement documentation tag, or under thecategories loop in the revision. The following example is a loop for processing all the categories.

<#foreach ($objective in $revision.generalTermsAndConditionsObjectives)>

The following are the possible data tags for the categories.

Table 8‑7. Business Rule Objective Tags

Tag Description

<$objective.name> Name of the business rule.

<$objective.statement> Business rule statement.

<$objective.metricName> The name of the business rule template.

<$objective.targets> List of the business rule targets.


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Table 8‑7. Business Rule Objective Tags (Continued)

Tag Description

<$objective.udfs> Business rule level user defined fields.

<$objective.binaryDTOs> Business rule level user defined fields list of typeattachment.

These are the possible data tags for the components.

<#foreach ($component in $revision.groupByServices)>

Table 8‑8. Business Rule Component Tags

Tag Description

<$component.type> Type of the component.n type == 2. Service foldern type == 1. Servicen type == 12. Service instancen type == 6. Business rule

If component.type == 6, there are additional tags to use for the components.

Table 8‑9. Component Type == 6

Tag Description

<$component.name> Name of the business rule.

<$component.statement> Business rule statement.

<$component.metricName> The name of the business rule template.

<$component.targets> List of the business rule targets.

<$component.udfs> Business rule level user defined fields.

<$component.binaryDTOs> Business rule level user defined fields list of typeattachment.

User Defined FieldsEach component potentially has user defined fields (UDFs).

General - General type UDFs include String, Number, Interval, Rich Text, URL, Value Set, Date, Date andTime, Month, Year, and Dimension. General UDFs use the following syntax, where xxx can be mySla,revision, or objective.

<#foreach ($udf in $xxx.udfs)>

Table 8‑10. General UDF Definitions

Tag Description

<$udf.name> Name of the UDF.

<$udf. variant.stringValue> String representation of the value of the UDF.

Attachment - Attachments can be added as a UDF to many ITBM objects to provide clarity or additionalinformation. Attachment UDFs use the following syntax, where xxx can be mySla, revision, or objective.


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<#foreach ($attr in $xxx.binaryDTOs)>

Table 8‑11. Attachment UDF Definitions

Tag Description

<$attr.attachment> Link to the file.

Report Documentation TagsYou can use the dynamic tag library to create report documents. There are several elements, which arecontrolled by tags, in the output document. The elements, parent reports, child reports, and report filters arenested by dependent loops in that order.

Parent ReportsParent reports are the main reports that are displayed when you use report documentation tags to presentreports in output for the Export to Word or Booklet features. If any drilldown reports extend from theparent report, they appear as child reports in the output.

Declare a ReportThis statement denotes a sample syntax that declares a report.

<#set ($myReport = $reportRtfFactory.report(“my report”))>

The complete OBJECT_DECLARATION statement for report documentation tags is as follows.

($reportRtfFactory.report(publishedReportNameOrld, withReportString, withDrillDownsString,

allowViewingShadowObjectiveString, restrictToApprovedDateString, nodeIdString, dimIdString).

Use this statement for the Export to Word feature as well as when documenting a report from the Bookletfeature.

Table 8‑12. Parameters for Report Documentation Tags

Parameter Meaning Possible Values

publishedReportNameOrld Report name or ptree_base_idof the report

Report name

withReportString Includes report in booklet True or False.

withDrillDownsString Includes one or moredrilldowns

True or False.

allowViewingShadowObjectiveString For shadow objective True or False.

restrictToApprovedDataString For approved data True or False.

nodeIdString Node ID Node ID

dimIdString Dimension ID

Use these other possible OBJECT_DECLARATION statements for report documentation tags in this order.

$reportRtfFactory.report(publishedReportNameOrld)

$reportRtfFactory.report(publishedReportNameOrld, withReportString)

$reportRtfFactory.report(publishedReportNameOrld, withReportString,withDrillDownsString)

$reportRtfFactory.report(publishedReportNameOrld, withReportString, withDrillDownsString,

allowViewingShadowObjectiveString)


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allowViewingShadowObjectiveString, restrictToApprovedDateString)


allowViewingShadowObjectiveString, restrictToApprovedDateString),nodeIdString)

Property TagsThese are the valid data tags for PROPERTY_COMPONENT for parent reports.

NOTE In this list, myReport is used as the reference name, but any other name that is defined in thedeclaration can be used.

Table 8‑13. Property Tags for Parent Reports

Tag Description

<$myReport.reportTitle> The Report title.

<$myReport.startTime> The Report start date.

<$myReport.reportPeriod> The Report period.

<$myReport.aggregationPeriod> The Report aggregation period.

<$myReport.reports> Reports list contains the actual Reports. Also contains childReports of composite Reports or Report plus itsDrilldowns. For more information see “Child Reports,” onpage 66.

<$myReport.specificReportName> The name of the Specific Report. This tag can be used onlyin the Booklet and not in Export to Word. In the case ofExport to Word, the field will be empty.

<$myReport.reports.size()> Number of Reports. For more information see “ChildReports,” on page 66.

<$myReport.reportDuration> Calculates the values for displaying the Report duration, asin Current 12 Month (Jul 1, 2007 - Jul 1, 2008).

<$myReport.hasAnyData> This true or false value indicates that there is a ChildReport that does or does not contain data. This is useful foromitting Reports from Booklets that are empty.

Child ReportsChild reports present additional information that is not included in the parent reports. Child reports arereports that appear in the system as you navigate through the parent reports.

Report LoopingUse a report loop to process multiple reports. This sample loop processes all of the reports. In case of acomposite report, the report loop processes all displayed reports. In all other cases, this loop processes themain report and any drilldown reports.

<#foreach ($report in $myReport.reports)><#end>

Property TagsThese property tags are used in the dynamic tag language to display elements in child reports


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Table 8‑14. Child Report Property Tags

Tag Description

<$report.reportTitle> Report title.

<$report.reportDescription> Report description.

<$report.startTime> Report start time.

<$report.reportPeriod> Report period.

<$report.context> BU or relationship context, if one exists.

<$report.aggregationPeriod> Report aggregation period.

<$report.sortedByDescription> Description of the sorting for the report.

<$report.reportBody> Report body.

<$report.reportBody(“width in pixels”, “height in pixels”, “pdf_shift”)>> All parameters are optional. However, you can usethese parameters as follows: width and heightvalues retrieve the report body with the specificsize in pixels. The default values for width is 500pixels and for height is 375 pixels. Theseparameters are relevant only for graphical reportsand do not affect table reports. The pdf_shiftparameter adds pixels before the report in a PDFoutput for display purposes. Its default value is140 pixels.

<$report.filtersSummary> A list of filters. See Report Filters.

<$report.filtersSummary.size()> Number of filters. See “Report Filters

<$report.hasData> This true or false value indicates that this childreport does or does not contain data.

Report FiltersReport filters process input with the requested filter values to refine the report output.

This is a sample loop for processing all the filters.

<#foreach ($filter in $report.filtersSummary)><#end>

Table 8‑15. Report Filters Options

Tag Description

<$filter.title> Filter title.

<$filter.formattedFilterValues> Filter values.

Advanced OptionsIT Business Management advanced users can use the Advance Options dialog box to modify standarddynamic tag library elements to improve the agreement or report output.

Filters for Agreement Documentation TagsAgreement documentation tags define the object itself. An agreement documentation tag is composed of anOBJECT_DECLARATION statement with, optionally, one or more filter statements separated by a period.

Agreement documentation tags can use several filter statements.


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Table 8‑16. Filter Statements

Filter Statement Desciption

filterRevisions(“filter string on the revision name”) Retrieves only the revisions whose namescontain the parameter .

currentRevision( ) Retrieves the agreement’s current revision only.

filterSlos(“filter string on the Business Rule name”) Retrieves only the business rules whose namesmatch the parameter.

filterByCategory(“category value" Retrieves only the business rules that have thevalue category value in the system defaultcategory, usually Classification. Categories aremetric fields.

Concatenating Filters and FunctionsDifferent filters and group-by functions can be chained in any order for multiple option filtering. However,it is a best practice to perform the group-by task at the end. If more than one group-by function is activated,only the last one is used.

The following example retrieves the agreement with revisions that include interested revision in theirnames, with business rules that include interested business rule in their names, and access to the businessrules grouped by the category my category.

$slaRTFFactory.sla(“your Agreement name”)

filterRevisions(“interested revision”)

filterSlos(“interested Business Rules”)

groupByCategory(“my category”)

Condition TagsOften, fields that are not mandatory, for example, Description, are intentionally left blank. To exclude emptyfields that are not mandatory, use the if flow control tag.

<#if Data Access tag>

<#else>

<#end>

When the data is empty, the if result is false and no output results. The <#else> tag is not mandatory, as thefollowing example shows.

<#if ( $revision.description )>

Description: <$revision.description>

<#else>

No description is available

<#end>

Another use for the conditional tag is with Boolean data. When the Data Access tag returns a Boolean value,this data is the input for the if clause, as the following example shows.

<#if ($mySla.isTemplate())>

Some Master Agreement data

<#end>


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Counter for ListsYou can use the <$velocityCount> tag in every #foreach loop to get the index of current iteration, startingfrom one. The result is the number as a text field that can be placed anywhere in a sentence. This does notimplement Microsoft Word numbering.

Another option for numbering is to use Microsoft Word numbering in the template in the #foreach tag.When the loop runs, the Microsoft Word numbering is activated and increases the number. The result is aMicrosoft Word numbering scheme.

Troubleshooting the RTF TemplateYou can troubleshoot problems with the dynamic tag library.

Incorrect SyntaxIncorrect syntax is handled as part of the template body text.

Problem

Incorrect tag syntax.

Cause

If a tag syntax is wrong, for example, if it uses the wrong property name, the tag is handled as part of thetemplate body text. If the #set command is wrong, all of the tags that use this reference are handled as partof the template body text.

Solution

There is no solution.

No Data AvailableThere is a problem when no data is available for a tag.

Problem

No data is available for a tag.

Cause

If a tag does not have the required data available, the system retrieves an empty string output. This can beconfigured to other text in the EMPTY_FIELDS_VALUE_FOR_RTF_BOOKLET property in serviceflow.properties .If data is accessed through an empty list iteration, no data is generated.

Solution

There is no solution.

No Name or No Unique NameAn error message is displayed if you use a non-unique name or no name for an RTF template.

Problem

An error message appears when there is no name for a report or agreement or if the report or agreementname is not unique.


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Cause

There is no name or the name is not unique.

Solution

Assign a name to the report or agreement and verify that it is unique.


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Administration Procedure

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Administration Tasks 9If you are an advanced user of IT Business Management, such as an administrator, you can use theInfrastructure, Dimensions, Database, and Engine parameters to improve the system performance.


n “Infrastructure Parameters,” on page 73

n “Dimensions Configuration Parameters,” on page 74

n “Database-Related Configuration Parameters,” on page 75

n “Engine-Related Configuration Parameters,” on page 76

n “Security Parameters,” on page 78

Infrastructure ParametersYou can use these properties to configure infrastructure parameters.

Table 9‑1. Infrastructure Parameters

Property Name Default Value Description

ENCRYPT_DS_DB_PASSWORD True Determines whether to keep datasource database password encrypted.

IS_SCHEDULER 1 Determines whether a node shouldrun the scheduler. (Default=1 (yes).)

SCHEDULER_KEEP_ALIVE True If set, starts the scheduler if it stops.

PORTAL_HOMEPAGE_REPORT_ON_CLICK_ENABLED False Indicates whether the onClick codewill be added to the portal homepagereport. When the user clicks it, anotherwindow with the ITBM Suite portalopens.

PORTAL_HOMEPAGE_REPORT_ON_CLICK_ENABLED Indicates which menu is available toset portal report homepage. Thesecond property cancels the definition.Empty means not available.

UI_HELP_INDEX_URL User interface help menu setting. If notinitialized, the default is used.

UI_HELP_CONTENT_URL User Interface help menu setting. If notinitialized, default is used.

SERVER_URL http://localhost:8080/jserf/

If set, used by Bootstrap.setUrlPrefix.

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Table 9‑1. Infrastructure Parameters (Continued)


EXTERNAL_SERVER_URL http://localhost:8080/jserf/

URL that users use to access the ITBMSuite. This address is used for linkssent to users to access the Suite server.NOTE This address might be differentthan the SERVER_URL if the Suite isfronted by a proxy.

UI_LOGOUT_ENABLED True Controls appearance of Logout button.

UI_LOGOUT_REDIRECT URL Logout button redirects to the definedURL. Used for SSO logout.

TRIGGER_POINTS_ON False Can enable or disable trigger pointscontrol in the report header.

LDAP_INTEGRATION_MODE False User management screen LDAPintegration, disabled by default. Use asspecified in the deployed .war.

MAX_OBJECTS_TO_LOAD 7000 Import Export dependency treeconfiguration.

DRILL_DOWN_NAVIGATION_LINKS_ VISIBLE True For drilldown navigation links in theparent report. Should be false if linksdo not work.

NUM_WORK_QUEUE_THREADS 50 The number of worker threads forasynchronous processing, excludingprecacher.

REPORT_RUNTIME_CACHE_SIZE 15 The number of report headers that canbe in the cache simultaneously. If thereport headers are extremely large,you might need to decrease this valueto prevent out-of-memory exceptions.

COST_MODEL_UPLOAD_SHOW_END_TIME True Allows mapping an END_TIME fromthe data.

Dimensions Configuration ParametersYou can use these properties to configure dimensions parameters.

Table 9‑2. Dimension Configuration Parameters


DIM_REC_TITLE_PREFIX Prefixes and suffixes added todimension nodes. These parametersare typically used for recursivedimension nodes such as NameGlobal. For example, the recursivenode for dimension node USA is (USAGlobal).

DIM_REC_TITLE_SUFFIX \Global)

DIM_REAL_TITLE_PREFIX

DIM_REAL_TITLE_SUFFIX

LIVECHAT_ENABLED False Enables chat integration withLivePerson athttp://www.liveperson.com/.

LIVECHAT_SITE_ID Life chat site ID


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Table 9‑2. Dimension Configuration Parameters (Continued)


LIVECHAT_IMAGE_URL http://server.iad.liveperson.net/hcp/Gallery/ChatButton-Gallery/English/General/1a

Image URL. This is the default.

LIVECHAT_REFERER_OVERRIDE Override referer sent to live chat. If notset, the current URL is used.

LIVECHAT_EXTRA_PARAMS Pass extra values to LiveChat operator.The format is param=value. Severalparameters might be defined,delimited by semicolons:param1=value;param2=value; ...

Database-Related Configuration ParametersYou can use these properties to configure database-related parameters.

Table 9‑3. Database-Related Configuration Parameters


QUERY_FACTORY_CLASS com.digifuel.serviceflow.infra.common.db.querybuilder.QueryComponent

Do not modify this property. It isuseful only if ITBM runs on serversother than Oracle.

INDEX_TABLESPACE=

TABLE_TABLESPACE=

Use Oracle defaults Oracle stores tables in tablespaces.Each tablespace uses its own files onthe server’s disks. For betterperformance, keep tables and theirindexes in separate tablespaces that arestored on different physical disks.These properties tell ITBM whichtablespaces to use for tables and whichto use for indexes. If these propertiesare not set, ITBM uses the Oracledefaults.

MAX_EXTENTS Unlimited Oracle tables are divided into extents.This property sets the maximumnumber of extents to use for tables,after which tables cannot grow in size.

ORACLE_ENTERPRISE_EDITION True If the database server is an Oracleenterprise edition, ITBM optimizesitself by using the enterprise editionfeatures. Default is true.

DB_CONN_LOGIN_TIMEOUT 60 The timeout value for connections tothe database. Supposed to be inseconds, but sometimes interpreted asmilliseconds. If you encounterconnection timeout problems, tryincreasing this value.

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Engine-Related Configuration ParametersYou can use these properties to configure engine-related parameters.

Table 9‑4. Engine-Related Configuration Parameters


UIENGINE_JOB_RUN_TIMES

ENGINE_JOB_RUN_TIME_COLORS

3600,7200, above black,orange,red. Seconds and colors map that definesthe font colors of runtime values.

STATISTICS_DURATION_OF_RUNTIME_THRESHOLDS

20,60,100 The thresholds, in percent, for runtimeduration in flows.

STATISTICS_MINIMUM_PERCENTAGE_THRESHOLD

60 On the flow/operator statistics page,the minimum runtime, in seconds,required for the UI to display thevisual indicators of a significantpercentage of runtime.

ENGINE_JOB_STUCK_TIME

FLOW_MANAGER_DATES_FORMAT

43200 The time, in seconds, after which thejob is considered stuck. Default is 12hours, after the transaction shouldhave been rolled back.

OLD_SLO_TO_CALCULATE 1 Engine Properties.

FUTURE_SLO_TO_CALCULATE -1

CONTINUE_CALCULATING_PARAMSET_FOR

60

FLOW_RUNNER_MAX_RETRY 2

EXPLAIN_PLAN_THRESHOLD 5 Minimum threshold, in minutes, forqueries to have their explain planlogged.

LOG_FILE_HOURS_AHEAD 49 Flat file adaptor look ahead setting.

IGNORE_NEW_LINE_TERMINATED True Determines whether the lines that donot end with an end-of-line areignored in flat file adaptors.

LOG_FILE_CHARSET Flat file adaptor charset. Possiblevalues are UTF-8 or ISO-8859-1.

LOG_FILE_WILDCARD_BRACKETS_CONSTANTS

True Determines whether to treat bracketsas constants in wildcard templates.Otherwise they are treated as defininga set of characters. Default is false.Examples: The templatec:\logs\data[12345].csv matches iftrue: c:\logs\data[12345].csv ONLY.If false:c:\logs\data1.csv,c:\logs\data2.csv,c:\logs\data3.csv,c:\logs\data4.csv,c:\logs\data5.csv.

DEFAULT_ADAPTOR_TIME_ZONE America/ New_York Default time zone for adaptors. Stringvalue, for example, GMT,America/New_York.

ADAPTOR_DB_SYBASE_NO_NESTED_QUERY True Some early versions of Sybase do notallow nested queries.


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Table 9‑4. Engine-Related Configuration Parameters (Continued)


DO_NOT_ABORT_RUNNING_JOBS False Disable Abort Job feature. The AbortJob feature might not work with somedrivers and databases, and mightresult in exceptions. Set this flag totrue to bypass.

DEFAULT_USE_FREEZE_DATE False Default of the use_freeze_dateproperty of newly created flows.

DEFAULT_USE_MANY_TRANS True Default of the use_many_transproperty of newly created flows.

RUN_DDL_MODE 0 Affects how DDLs are run. 0 for usingStatement, 1 for using the saferPrepared Statement.NOTE Sometimes when running theDDLs using PS on WebLogic, youmight encounter the errorORA-01000,maximum open cursors,which is why the default is 0. Set to 1only if you are an administrator or anexperienced user.

BREACH_ADJUSTMENT_TIMEOUT 10 When adjusting a breach, the engineopens a new thread, and tries to adjustthe breach dynamically. The user doesnot wait for this breach to be adjusted,but the thread does not try to adjustthe breach for more thanBREACH_ADJUSTMENT_TIMEOUTseconds. When the flow runs, all theadjustments that did not happenadjust.

ENGINE_DEFAULT_RETRY_COUNT 1 Number of times to retry by default ifa batch runs a job and fails.

ENGINE_RESPAWN_COUNT 1 Number of times to retry if a batchtries to run a job, but the job does notstart running. Minimum value = 1.

ENGINE_RESPAWN_INTERVAL_SECS 1 Number of seconds to wait betweenretries if a batch attempts to run a job,but the job does not start running.Minimum value = 1.

ENGINE_DEFAULT_RETRY_COUNT 3 Number of retry attempts if a batchruns a job and the job fails.

ENGINE_RESPAWN_COUNT 3 Number of times the system shouldrespawn the job.

ENGINE_RESPAWN_INTERVAL_SECS 20 Interval that the system must waitbetween respawn attempts if a batch torun another job, but that job does notstart at all and the system tries torespawn it.

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Table 9‑4. Engine-Related Configuration Parameters (Continued)


DISABLE_FLOW_PARALLELISM False If true, then the FlowRunnerJet uses aregular connection instead of a parallelconnection. This situation is forWebLogic, which cannot currentlysupport parallel execution togetherwith daily long runs.

MINOR_MUTEX_ABORT_TIME 30 Minimum time to wait for the MinorMutex Abort feature. If set to 0, featureis disabled.

Security ParametersYou can use these properties to configure security parameters.

Table 9‑5. Security Parameters


FORCE_USER_LOWERCASE False Setting to true helps to solveAuthentication-Authorization casemismatch problems. Users can login ina case-insensitive way, but are verifiedfor permissions in a case-sensitiveway . If this property is set, usersalways create, import, and log in usinglower case letters.

SECURE_HEADER_FILTERS True Information revealed in reports isprimarily determined by the user’srole. In general, filtered information isnot role-dependent. This propertycontrols whether to add security to thefilters.

ENCRYPT_TC_ENV True Determines whether to keep Tomcatdata source password and LDAPcredentials encrypted.


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TroubleshootingIT Business Management 10

Troubleshooting IT Business Management section provides information about the problems that you mightencounter when using IT Business Management and provides possible solutions.


n “User Cannot Access IT Business Management Application,” on page 79

n “Adaptors Fail When You Import Data from an SQL Table,” on page 79

n “No Data in Database Adaptor for a Non-Oracle Server,” on page 80

n “Flow Calculations Are Not Visible,” on page 80

n “No Data Passes Through the Identify Operator,” on page 80

n “Unable to View Existing Reports,” on page 81

n “Not Receiving Email for Report Distributions,” on page 81

n “Unable to Send Email to Lotus Notes Users,” on page 81

n “Unable to Synchronize LDAP and Active Directory Users,” on page 82

User Cannot Access IT Business Management ApplicationUser is unable to access IT Business Management

Problem

You cannot accessIT Business Management application.

Cause

You might have an incorrect application deployment, URL path, or incorrect authentication credentials.

Solution

1 Verify that the application was successfully deployed.

2 Verify the path of the URL to IT Business Management Suite

3 Verify that the ID and password are correct and typed accurately.

Adaptors Fail When You Import Data from an SQL TableAdaptors fail when you import data from an SQL table.

Problem

Adaptors fail when you import data from an SQL table.

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Cause

A blank space in an SQL table can cause an adaptor to fail when you import data.

Solution

In an SQL query, use square brackets ( [ ] ) around the table or field that contains a blank space in the namefor an SQL database. Use double quotation marks ( " " ) around the table or field for an Oracle database.

No Data in Database Adaptor for a Non-Oracle ServerYou might not see any data in your IT Business Management Database Adaptor from a non - Oracle server.

Problem

If you have a database adaptor from a non - Oracle database server, it might not contain any data.

Cause

The database server might not support JDBC connections.

Solution

1 Verify that your database server supports JDBC connection.

2 In the IT Business Management domain under the appropriate application server path, download andinstall the correct JDBC driver that matches your database.

Table 10‑1. JDBC Driver

Option Description

Tomcat ${instance_path}/../lib

Weblogic ${domain_path}/config/lib

Flow Calculations Are Not VisibleYou are unable to see any calculations for the flow you created.

Problem

You create a flow in IT Business Management and commit it, but you are unable to see any calculations foryour flow

Solution

Select Data Processing > Flow Manager and navigate to the appropriate flow.

No Data Passes Through the Identify OperatorIf you create a flow with an Identify operator, no data passes through the Identify operator and no breachesare generated.

Problem

When you create a flow with an Identify operator and activate the job for it, data does not pass through theIdentify operator and no breaches are generated

Cause

The cause of this problem might be undefined resources, incorrect resource mapping, and mapping datesthat do not include dates of the data.


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Solution

1 Ensure that you define the resources at the Designer and verify that the resources were defined exactlyas they appear in the data, including spaces.

2 Ensure that the resource mapping is correct.

3 When you map the resource, ensure that the mapping dates include the date of the data, even if thatdate is in the past.

Unable to View Existing ReportsWhen you attempt to view an existing report, an error message appears.

Problem

When you attempt to view an existing report, a Cannot load Report error message appears.

Solution

Check the report definitions to verify that they are defined correctly.

Not Receiving Email for Report DistributionsYou do not receive emails for defined report distributions.

Problem

You are unable to receive emails notifications for alerts or report distributions that should be sent on setschedules.

Cause

Mail settings or SMTP settings are configured incorrectly.

Solution

1 Select Tools > System Definitions > Backend Processes > Mail Distributor.

2 Verify that the user name, password, and SMTP address are correct.

3 If you change the mail settings, restart the Mail Distributor service.

4 Verify that SMTP configuration is correct.

5 Check that no special permissions are preventing emails from being sent.

For example, the SMTP allows only certain sender addresses to send emails.

Unable to Send Email to Lotus Notes UsersYou are unable to send emails to Lotus Notes users.

Problem

Lotus Notes does not support HTML anchors in emails. This limitation might result in a problem when yousend a report that contains drilldown links in an email to Lotus Notes users.IT Business Managementincludes a workaround to remove the links between a report and its drilldowns.

Solution

1 Add the LOTUS_NOTES_COMPATIBILITY flag to the serviceflow.properties file .

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2 Set the value to either True or False.

Table 10‑2. LOTUS_NOTES_COMPATIBILITY Table

Value Behavior

True Links do not work in any email application. This is truefor table and graphical reports. Use this option whenemail recipients use Lotus Notes.

False Do not remove the links. Links work in emailapplications except for Lotus Notes.

Unable to Synchronize LDAP and Active Directory UsersSynchronization for LDAP and Active Directory fails when the principle password expires .

Problem

The principle password that connects the user to the LDAP or AD repository. If this password expires, theseerror messages appear in the log file.

n Failed to connect to set up the CTX

n Cannot get Users

Cause

The new password does not match the encrypted password in the ldap.properties file.

Solution

1 Open the DF-Config/ldap.properties file.

2 In the password entry, type the new password.

3 Restart the server.

The new password is now encrypted in the ldap.properties file.

Define the principle user's password as one that never expires.


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Index

Aactivation 28adaptors fail 79Administration Tasks 73administrator 24Advanced Options 67Advanced Settings 26Advantages of RAID 58Agreement DocumentsAgreement

Documents 60Agreement Documentation Tags 67Agreements 60application servers 18Application tablespace 56applications 19auditing reports 25authentication 23, 29

Bbackend scheduling 50Backup and recovery 51Batch Procedure Whitelist Properties 38business rules 55Business Rules 63business rulesbusiness rules 60

Ccache management 50Capacity Factors 55Categories 62Category Looping 62Character compatibility 49Child Reports 66cluster 14cluster configuration 14, 50common 25Concatenating Filters 68Concatenating Functions 68Condition Tags 68configuration 43Configuration Files 37configuring 7content packages 25, 26content source 17

cost model 30Counter for Lists 69Create RTF Templates 59creating 12, 13custom 18custom installation 31, 35custom package 25customer 19

Ddata validation 25Data Access 59Data Storage 56data tags 59database 11, 17database administrator 12database parameters 22database adaptor 80Database Disk Configuration 56database instance 22database schema 17Database-Related Configuration Parameters 75Dimensions Configuration Parameters 74Disadvantages of RAID 58disk space 55Disk Distribution 57Documentation TagsDocumentation Tags 60dump file 18Dynamic Tag Library 59Dynamic Tags 59

Eelements 60email settings 44Enable data table archiving 47Encrypting user passwords 46Engine-Related Configuration Parameters 76environment variables 11Export to Word 59

Ffail over 14file system backups 51Flat file properties 37

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Flow Calculations 80Flow Control 59flow control tags 59Flow Size Calculation 55

GGeneric recovery 53groupByType 62guide 7

Hhost 22https parameters 22

Iimport data 79Incorrect Syntax 69Infrastructure Parameters 73installation mode 16Installation Procedures 18Installation Summary 27installation type 16Installation Checks 27installing 7, 9Installing 15integration 28IT Financial Manager 19ITBM Key 38ITBM license 39

Jjdbc connection 80

LLDAP 23LINUX configuration 13load balancer 14log in 43Lotus notes 49Lotus Notes users 81

Mmapping file 29Master Agreement ID 60media failure scenarios 52modify OOTB 30

Nno data 80No Data 69No Data in Identify Operator 80No Name or No Unique Name 69

not receive emails 81

Oobjects 26Oracle database 12oracle parameters 11Oracle parameters 11Oracle user 13Oracle database backups 51Oracle Database Backups 52oracle users 11

PParent Reports 65Password encryption 46performance 12Planning requirements 55portfolio 25Portfolio 19Post installation tests 44post-installation 7Property Tags 66PROPERTY_COMPONENT

PROPERTY_COMPONENT 61

RRAID Configuration 57RAID devices 57RDBMS 23Recommended Backup Strategy 51Recovery 52Redo log groups, Database control files 57Report Documentation Tags 65Report filters 67report.rtf 59reports 26Revision Looping Revision Looping 61revisions 60Revisions Revisions 61roles 25RTF Template 69

SSecurity Parameters 78server parameters 20ServiceFlow Properties 37session replication 50set time zone 45setting 45Setting Oracle parameters 45SLA 19SLA ID 60


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SLA Manager 25SLA Name 60slaOverview.rtf 59slaRTFFactory.currentSla() 60SNMP Traps 47SQL scripts 25SQL table 79SSL configuration 48SSL Configuration 48SSO 23standard roles 25Start server 27Synchronization for LDAP and Active

Directory 82System 56system global area, process global area 11System Templates 59system types 19

Ttablespaces 12templateOverview.rtf 59time zone 45token 29Tomcat 20Tomcat and LDAP configuration passwords 47troubleshooting 79troubleshooting workaround 79

Uunable to access ITBM 79Unable to View Reports 81UNIX configuration 13upgrade 31upgrade application 31, 33upgrade database 31, 34upgrade and custom installation 31upgrade application and database 31upgrade schema 18upgrading 9users 23, 24

Vverify installation 43Veritas NetBackup 52

WWAR file 25web servers 18WebLogic 20

Index

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