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CA's Unicenter Service Desk (r) Implementation Guide r11 is for the end user's informational purposes only. This Product may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. The right to print copies of the documentation and to make a copy of the software is limited to the period during which the license for the product remains in full force and effect.

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Unicenter Service Desk

Implementation Guide
r11.2

This documentation (the Documentation) and related computer software program (the Software) (hereinafter collectively referred to as the Product) is for the end users informational purposes only and is subject to change or withdrawal by CA at any time. This Product may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Product is confidential and proprietary information of CA and protected by the copyright laws of the United States and international treaties. Notwithstanding the foregoing, licensed users may print a reasonable number of copies of the Documentation for their own internal use, and may make one copy of the Software as reasonably required for back-up and disaster recovery purposes, provided that all CA copyright notices and legends are affixed to each reproduced copy. Only authorized employees, consultants, or agents of the user who are bound by the provisions of the license for the Software are permitted to have access to such copies. The right to print copies of the Documentation and to make a copy of the Software is limited to the period during which the license for the Product remains in full force and effect. Should the license terminate for any reason, it shall be the users responsibility to certify in writing to CA that all copies and partial copies of the Product have been returned to CA or destroyed. EXCEPT AS OTHERWISE STATED IN THE APPLICABLE LICENSE AGREEMENT, TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS PRODUCT AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO THE END USER OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS PRODUCT, INCLUDING WITHOUT LIMITATION, LOST PROFITS, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED OF SUCH LOSS OR DAMAGE. The use of this Product and any product referenced in the Documentation is governed by the end users applicable license agreement. The manufacturer of this Product is CA. This Product is provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections 12.212, 52.227-14, and 52.227-19(c)(1) - (2) and DFARS Section 252.227-7013(c)(1)(ii), as applicable, or their successors. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. Copyright 2006 CA. All rights reserved.

CA Product References
This document references the following CA products: Advantage Allfusion BrightStor CleverPath Portal eTrust Embedded Identity and Access Management (eTrust eIAM) Unicenter Asset Management Unicenter Asset Portfolio Management (APM) Unicenter Management Portal Unicenter Network and Systems Management (NSM) Unicenter Remote Control Unicenter Service Desk Unicenter Knowledge Tools (KT) Unicenter Software Delivery Unicenter TNG for Windows

Contact Technical Support

For online technical assistance and a complete list of locations, primary service hours, and telephone numbers, contact Technical Support at http://ca.com/support.

Contents
Chapter 1: Introduction 11
What You Need to Know....................................................................................................... 12 Unicenter Service Desk Features ........................................................................................... 13

Chapter 2: Server Installation (Windows)

Phase 1: Review System Requirements .................................................................................. 15 Phase 2: Install Server ........................................................................................................ 16 Remote Components Installation (Windows) ...................................................................... 17 New Installation ............................................................................................................ 19 Installation Upgrade....................................................................................................... 20 Modify Current Installation .............................................................................................. 20 Install Log .................................................................................................................... 20 Removing Unicenter Service Desk .................................................................................... 21 Phase 3: Before You Run Configuration .................................................................................. 21 Set Up the Oracle Option (Windows)................................................................................. 21 Using eIAM for Authentication ......................................................................................... 23 eIAM Installation Considerations (Windows) ...................................................................... 24 Phase 4: Configure Service Desk ........................................................................................... 26 Phase 5: Configuring the Reporting and Screen Painter............................................................. 28 Phase 6: Integration and Configuration of the Web Interface ..................................................... 28 Phase 7: Start the Client Interfaces ....................................................................................... 29 Phase 8: Configure Security.................................................................................................. 29 Phase 9: Configure Email Options .......................................................................................... 30 Modify Email Notification for Multi-Byte Characters (Windows) ............................................. 30

Chapter 3: Server Installation (UNIX/Linux)

Phase 1: Review System Requirements .................................................................................. 31 Phase 2: Install the Server ................................................................................................... 32 Remote Components Installation (Linux)........................................................................... 33 New Installation ............................................................................................................ 35 Installation Upgrade....................................................................................................... 36 Integration with the Apache Web Server on Redhat Linux .................................................... 37 Install Log .................................................................................................................... 37 Removing Unicenter Service Desk .................................................................................... 38 Phase 3: Before You Run Configuration .................................................................................. 38 Set Up the Oracle Option (UNIX)...................................................................................... 38

Contents v

Using eIAM for Authentication ......................................................................................... 41 eIAM Installation Considerations (Linux) ........................................................................... 42 Phase 4: Configure Service Desk ........................................................................................... 43 Phase 5: Integration and Configuration of the Web Interface ..................................................... 45 Phase 6: Start the Client Interfaces (UNIX)............................................................................. 45 Phase 7: Configure Security.................................................................................................. 46 Phase 8: Configure Email Options .......................................................................................... 46 Linux Post Installation Options .............................................................................................. 46 Check the shmmax Settings ............................................................................................ 46 Put NX_ROOT/bin in PATH Environment Variable ................................................................ 47 Start and Stop Ingres..................................................................................................... 47 Modify the Spell Check Lexicon ........................................................................................ 47 Modify Email Notification for Multi-Byte Characters (Linux) .................................................. 48

Chapter 4: Secondary Server Setup

Web Interface..................................................................................................................... 49 Unicenter NSM Integration Converter ..................................................................................... 49 User Authentication ............................................................................................................. 50 Phase 1: Set Up the Secondary Server.............................................................................. 50 Phase 2: Test Login from a Client..................................................................................... 51 Phase 3: Establish Remote Authentication ......................................................................... 52 Phase 4: Test Remote Authentication ............................................................................... 53 Set Up an Object Manager.................................................................................................... 54

Chapter 5: Web Interface Installation

Windows Web Server Installation .......................................................................................... 57 Phase 1: Verify Prerequisites ........................................................................................... 57 Phase 2: Install the Web Interface ................................................................................... 58 Phase 3: Enable Web Engine on Secondary Server ............................................................. 59 Phase 4: Configure the Web Interface............................................................................... 60 Phase 5: Start Services .................................................................................................. 60 Phase 6: Access the Web Interface................................................................................... 60 Phase 7: Integrate with Portal ......................................................................................... 60 UNIX Web Server Installation................................................................................................ 61 Phase 1: Verify Prerequisites ........................................................................................... 61 Phase 2: Install the Web Interface (UNIX Web Server) ........................................................ 61 Phase 3: Enable Web Engine on Secondary Server ............................................................. 63 Phase 4: Configure the Web Interface............................................................................... 64 Phase 5: Start Daemons ................................................................................................. 64 Phase 6: Access the Web Interface................................................................................... 64 Phase 7: Integrate with Portal ......................................................................................... 64

vi Implementation Guide

Chapter 6: CA Workflow Integration

Workflow Components ......................................................................................................... 65 Workflow Design Environment............................................................................................... 66 Workflow Server ................................................................................................................. 66 How to Launch Workflow Components.................................................................................... 67 IDE Login Parameters..................................................................................................... 68 CA Workflow Access ............................................................................................................ 68 eIAM and CA Workflow ................................................................................................... 69 Resource Classes........................................................................................................... 69 Add Users to CA Workflow Groups.................................................................................... 70

Chapter 7: Unicenter NSM Integration

Phase 1: Before You Integrate .............................................................................................. 71 Phase 2: Integrate Unicenter Service Desk and Unicenter NSM .................................................. 72 Phase 3: Post Integration Process.......................................................................................... 74 Step 1: Create Owned Assets .......................................................................................... 74 Step 2: Monitor Event Console Messages .......................................................................... 76 Step 3: Filter Unwanted Events........................................................................................ 77 Step 4: Troubleshoot Error Messages................................................................................ 99 Service Desk Event Converter ..............................................................................................106 Remove Event Converter from the Daemon manager .........................................................106 Remove Event Converter from Windows Service................................................................107 Leverage NSM to Unicenter Service Desk Integration...............................................................107 Example: NSM Message Records/Actions with Limited Content ............................................108 Sample cawto Commands that Generate/Update Requests .................................................112 Sample Files to Use with the Integration ..........................................................................112

Chapter 8: Change Impact Analyzer Implementation

119

Service Desk Change Impact Analyzer ..................................................................................119 How the Change Impact Analyzer Works ...............................................................................120 Install the Change Impact Analyzer Integration ......................................................................121 Configure the Daemon ..................................................................................................122 Change Impact Analyzer Integration Considerations ................................................................124 Test the Change Impact Analyzer Integration ...................................................................126 Change Impact Analyzer Integration Setup ............................................................................126 Change Impact Analyzer Classes.....................................................................................127 Define WorldView Repositories........................................................................................129 Map Change Impact Analyzer Classes to Asset Classes .......................................................131

Contents vii

Create Change Impact Analyzer Relationships ........................................................................132 Getting Started Examples ..............................................................................................133 Import Change Impact Analyzer Relationship to Service Desk .............................................134 Planning......................................................................................................................135 Create Assets...............................................................................................................136 Export Assets to WorldView............................................................................................137 Organize Relationships ..................................................................................................140 Examine Change Impact Analyzer Relationship in Service Desk ...........................................141 Automate Change Impact Analyzer Status Updates with Action Macros ......................................143 Use the Macros in Service Types .....................................................................................144 Create a New Event ......................................................................................................150 Use the Macros with Workflow Tasks ...............................................................................152 Logical Repositories in Unicenter NSM r11.1 ...........................................................................167 Configure Unicenter NSM 3.x..........................................................................................168 Configure Unicenter NSM r11.1.......................................................................................169 Serialize Changes to Assets .................................................................................................171 Implementation Notes ........................................................................................................172 Status Changes ............................................................................................................172 Creating Assets from WorldView Managed Objects.............................................................174 Synchronizing WorldView Status to Service Desk Change Impact Analyzer Status ..................177 Recursion Depth ...........................................................................................................178 NSM Timeout Value.......................................................................................................179 Maintaining Change Impact Analyzer Relationships in Service Desk......................................180 Maintaining Change Impact Analyzer Relationships ............................................................181

Chapter 9: Client Installation (Windows)

183

Phase 1: Review System Requirements .................................................................................183 Phase 2: Install the Client ...................................................................................................183 Install on a Local Drive ..................................................................................................184 Install from a Network Drive ..........................................................................................185 Install Silently ..............................................................................................................187 Phase 3: Configure the Client...............................................................................................188 Phase 4: Configure Reports and Screen Painter ......................................................................188 Section 1: Configure Screen Painter or Crystal Reports with Ingres ......................................189 Section 2: Configure Microsoft Access Reports with Ingres..................................................194 Section 3: Configure Screen Painter or Crystal Reports with Microsoft SQL Server ..................200 Section 4: Configure Microsoft Access Reports with Microsoft SQL Server..............................203 Section 5: Configure Screen Painter or Crystal Reports with Oracle Server ............................208 Section 6: Configure Microsoft Access Reports with Oracle Server........................................212 Section 7: Installing Localized Service Desk Tools on Client Systems....................................219 Phase 5: Start the Client Interface........................................................................................220

viii Implementation Guide

Chapter 10: Client Installation (Linux)

221

Phase 1: Review System Requirements .................................................................................221 Phase 2: Install the Client ...................................................................................................221 Phase 3: Configure the Client...............................................................................................222 Phase 4: Start the Java Client Interfaces ...............................................................................222

Appendix A: Service Desk and Knowledge Tools Migration

223

Before Migration ................................................................................................................224 Clean-Up the Database..................................................................................................225 Migrating from a Case Sensitive Database ........................................................................227 Run Service Desk Migration .................................................................................................229 Migration Interview.......................................................................................................230 Migration Process .........................................................................................................231 Knowledge Tools Migration ..................................................................................................233 Knowledge Tools Migration from a Remote Machine ...........................................................235 Stand Alone Knowledge Tools Migration ...........................................................................237 Knowledge Tools Migration Concerns ...............................................................................238 Change Impact Analyzer Migration .......................................................................................239 Post Migration Steps...........................................................................................................240 Removing Duplicate Key Values after Migration .................................................................245 Adjusting Access Type and Data Partition Settings after Migration........................................246 Unicenter Service Desk Migration Concerns............................................................................248 Copy Customized htmpl files from Service Desk 6.0 ................................................................250 Update Service Desk r11.2 htmpl Code ............................................................................252 Incompatible htmpl Files................................................................................................253 Install/Remove Migration Views............................................................................................254 Messages During Migration ..................................................................................................254 Errors in Data Extraction Phase ......................................................................................255 Errors in Data Reset Phase.............................................................................................255 Errors in Data Loading...................................................................................................256

Appendix B: Portal Installation

259

Verify Service Desk Web Interface Accessibility ......................................................................259 Install and Start the Portal ..................................................................................................259 Include Portlets ............................................................................................................260 Configure Service Desk to Use SSL with Portal .......................................................................261 Setup SSL using a self-signed certificate ..........................................................................262 Connect to Service Desk when Portal Uses SSL.......................................................................264

Contents ix

Appendix C: Using Unicenter Software Delivery to Install and Configure Windows Clients 269
Using the Service Desk Java Client Package ...........................................................................269 Phase 1: Review System Requirements (Windows Client) ...................................................269 Phase 2: Register the Service Desk Java Client Package .....................................................270 Phase 3: (Optionally) Remove Unnecessary Source Components .........................................273 Phase 4: Install the Java Client.......................................................................................274 Phase 5: Configure Reports and Screen Painter .................................................................276 Phase 6: Start the Client Interface ..................................................................................276

Appendix D: Mainframe Product Integration

277

Load Service Desk Side Data ...............................................................................................277 CA Products Currently Using CAISDI .....................................................................................277 CA Products Planning to Use CAISDI .....................................................................................278

Appendix E: Samples Directory

281

Contents of the Samples Directory........................................................................................281 asset ..........................................................................................................................281 call_mgt......................................................................................................................282 data ...........................................................................................................................283 FAXserve (Windows only) ..............................................................................................283 i18n ...........................................................................................................................284 macro_lock..................................................................................................................285 ntf_meth .....................................................................................................................286 pdmconf......................................................................................................................287 sdk.............................................................................................................................287 sql..............................................................................................................................287 views..........................................................................................................................288

Appendix F: Import Knowledge Tools Sample Data

289

Customize Field Data ..........................................................................................................291 About the Sample Data .......................................................................................................292

Appendix G: Silent Installation License Agreement Index

293 325

x Implementation Guide

Chapter 1: Introduction
Welcome to Unicenter Service Desk, an advanced service support tool that helps organizations like yours address the challenges of managing todays complex service and support requirements. It provides a comprehensive and scalable service management solution that can function as a stand-alone product for your small business or departmental service desk, or integrated into a much larger enterprise business solution. Its technology is designed to reap maximum benefits for your investment and ensure that your service and support solution can grow as your requirements do. Unicenter Service Desk is designed to support both employees dependent on the IT infrastructure and customers seeking support regarding purchased products and/or services. It features numerous out-of-the-box integrations with other CA infrastructure management products and is easily configured to support the ITIL model, leverage CA's collection of years of service support Best Practices, or implement your own processes. This guide provides instructions for installing and configuring the base components of Unicenter Service Desk which support the Unicenter Service Desk application as well as the Unicenter Service Desk Knowledge Tools addon. It contains detailed directions for migrating your existing Unicenter Service Desk 6.0 or Unicenter Knowledge Tools 6.0 system and data. Additionally, it outlines necessary considerations and steps for integrating the Unicenter Service Desk system with companion CA products. This guide is intended primarily for system implementers, integrators, and administrators. Some sections of this guide will be helpful to system users as well.

Introduction 11

What You Need to Know

To use the information in this guide, you need a working knowledge of either a Windows operating system and an UNIX operating system or both, depending upon your current production environment. In addition, you should be able to perform basic administrative tasks on the operating system you are installing the product on. The guide covers installation and configuration of Unicenter Service Desk primary server, secondary server and a client on all the supported platforms, and the integration of Unicenter Service Desk with other CA products. Note: Throughout this guide, references made to NX_ROOT pertain to the Service Desk environmental variable containing the installation path of Unicenter Service Desk. This NX_ROOT variable is set in the NX.env configuration file that is used to set environmental variables for Service Desk. For example: @NX_ROOT = c:\Program Files\CA\Unicenter Service Desk. Before putting Unicenter Service Desk into production, perform a Typical installation on a test machine to get a feel for how the product installs and configures. You should then use the product to become familiar with the features to plan for your production implementation. Even users who are familiar with past releases may find it beneficial to explore the new features before deciding to upgrade to this version. Whether you are a new user or an existing customer planning on upgrading, we recommend that you review the Implementation Guide entirely before proceeding with your production installation and implementation.

12 Implementation Guide

Unicenter Service Desk Features

Unicenter Service Desk has the following features, which could be selected during installation: Server Installs a primary server. This feature includes all files needed to run the server as well as files to run a client on the same machine as the server. Selecting this option automatically selects any other required options and disables those options from being individually cleared. Secondary Server Installs a secondary server. This feature includes all files needed to run a secondary server. If the box you are installing on is intended to be a secondary server only you should de-select the Server Feature. Ingres Interface Select this feature to install all files required to use an Ingres Database. Microsoft SQL Interface Select this feature to install all files required to use a Microsoft SQL Database. Oracle Interface Select this feature to install all files required to use an Oracle Database. Web Interface Installs a Web Interface. Select this feature to install all files needed to run a Web Interface. Unicenter NSM Integration Select this feature to install all files required to integrate Unicenter Service Desk with an existing Unicenter Network and Systems Management (Unicenter NSM) installation. Web Screen Painter Installs Web Screen Painter. Select this feature if you wish to customize forms used by the Web Interface or to modify the Unicenter Service Desk schema. Reporting Select this feature to install Microsoft Access or Crystal reports which will provide the capability to report on your Service Desk data. If you install one of these reporting features, you must install the corresponding runtime option unless you already have a full version of Microsoft Access or Crystal Reports installed. Otherwise, you will be unable to view the reports.

Introduction 13

Chapter 2: Server Installation (Windows)

This chapter explains how to install and configure a Unicenter Service Desk server in a Windows operating system environment. The new server can be set up using the Typical or Custom Installation. The typical installation installs and configures the default features needed to run the server automatically. The custom installation lets you select the features (see page 13) you wish to install. Important! If you wish to configure Unicenter Service Desk to use an ITIL methodology, you must do a Custom Installation and select the Use ITIL Methodology checkbox located on the Config Database dialog. For more information on Unicenter Service Desk's ITIL methodology, see the ITIL User Guide.

Phase 1: Review System Requirements

Server Installation (Windows) 15

Phase 2: Install Server

In this phase, you install a Unicenter Service Desk server on a Windows machine. Every Unicenter Service Desk installation requires one primary server installation that clients and other secondary servers can access. Character set supported by Service Desk on Windows is as follows:

Language/Platform Western European Japanese Simplified Chinese Traditional Chinese Korean

Windows Windows-1252 shift_jis gb2312 big5 ks_c_5601-1987

Note: In the table, Western European language means French (France), Spanish (Spain), German (Germany), Italian (Italy) and Brazilian Portuguese on which Service Desk is certified, in addition to the above mentioned Asian languages.

16 Implementation Guide

Phase 2: Install Server

Remote Components Installation (Windows)

Note: If you choose Ingres as the Database Type, the II_INSTALLATION

identifier specified here must be used for the remote II_INSTALLATION identifier text field on the Unicenter Service Desk server configuration wizard. We recommend using the default identifier of EI. To install Unicenter Service Desk Remote Components, follow these steps: 1. Log on as administrator on the server that will host the MDB, and insert the installation media in the CD/DVD-ROM drive. The installation process should begin automatically. If it does not, double-click the CD/DVD-ROM drive letter in My Computer, and then double-click setup.exe. 2. Click on the Install Products link, and then click on the Install Service Desk Remote Components link. The Unicenter Service Desk Remote Components welcome wizard appears. 3. Click Next. The Database Configuration window appears.

Server Installation (Windows) 17

Phase 2: Install Server

Select the Database Type you want to use, enter the other required details accordingly, and then click Next.

Note: If Ingres is the DB Type used, then the II_INSTALLATION identifier

on the remote database server must match the II_INSTALLATION identifier specified on the Ingres DB configuration page of the Unicenter Service Desk server configuration wizard. We recommend using the default identifier of EI. The eIAM options window appears. 5. Choose whether you wish to install eIAM on the machine hosting Service Desk. If you choose to install eIAM, enter the eIAM Administrator Password and select the installation folder for eIAM.

Note: If eIAM is already installed on the remote system, the password

entered should match the previously defined password. The installation default password is eiamadmin1. The Privileged User options window appears. 6. Enter the Privileged User Name and Password, and Click Next. When configuring Unicenter Service Desk, you must use the same Privileged User Name as that specified when running the Remote Components installer. The Summary window appears. 7. Click Finish.

Note: The installation log file can be found in C:\Documents and

Settings\xxxxx\Local Settings\Temp, where xxxxx is the userid of the person who performs the installation. The file name is ca_service_desk_remote_setup_xxxxx, where xxxxx is a 5 digit process ID.

18 Implementation Guide

Phase 2: Install Server

New Installation
To install Unicenter Service Desk for the first time, follow these steps: 1. Log on as administrator to the machine where you will install Unicenter Service Desk, and insert the installation media in the CD/DVD-ROM drive. The installation process should begin automatically. If it does not, double-click the CD/DVD-ROM drive letter in My Computer, then doubleclick setup.exe. 2. Click on the Install Products link and then click on the Install Unicenter Service Desk link. The Unicenter Service Desk Setup welcome screen appears. 3. Click Next. The License Agreement appears 4. Read and accept the license agreement. After you click on the I Agree button, the installation wizard prompts you to specify the Unicenter Service Desk Installation Directory, the shared components directory and whether you wish to perform a typical or a custom installation. To accept the defaults, click Next. Otherwise, enter the information as requested, and then click Next. Note: We recommend that you perform a Typical installation initially to get a feel for the product and make sure that Unicenter Service Desk works in the environment that you currently have. You can modify your installation later by selecting the Custom Installation. 5. If you select Typical the default features are installed: Server, Secondary Server, Client, Ingres Interface, Web Interface and Web Screen Painter. You need to supply the required information when prompted by the installation wizard: a. b. c. Select the Database Size. Enter the username and the password for Privileged User and the Restricted Help Desk User. Review the current settings and click Next to initiate the installation process. Go back if you need to change a previously defined setting. At this point the installation wizard installs all the required files and configures Unicenter Service Desk.

The installation process adds a Unicenter Service Desk menu to the Windows Start, Programs menu. It contains shortcuts to access product documentation and to invoke the components that you selected to install. 6. Once you make sure that Unicenter Service Desk works on the machine, you can modify your installation (see page 20) to add or remove Unicenter Service Desk features (see page 13).

Server Installation (Windows) 19

Phase 2: Install Server

Installation Upgrade
If you are upgrading from Unicenter Service Desk 6.0, follow the procedure for New Installations. The installation process automatically detects which components are already installed. Note: The customizations made to your current installation are automatically backed up during an upgrade installation. Once the upgrade installations is finished the wizard prompts you to run the migration tool (see page 223).

Modify Current Installation

If you run the Unicenter Service Desk setup program when the current version of the product is already installed on your machine, the installation process detects the existence of the current version and lets you modify or remove components as necessary. Remove If this option is selected the installer prompts you for required information and verification and removes all the Unicenter Service Desk components from the machine. Modify The Modify option lets you install new features (see page 13) and selectively remove existing features. For example, you could use Modify to add Access Reports and remove Crystal Reports. When you select Modify and click Next, the Select Features page of the wizard opens. Select the features that you want to add and clear components that you want to remove. Important! During modification, all currently installed components are selected when the Select Features page first appears. Do not clear the check box for any selected component unless you want to remove that component. When the modification runs, only the components selected on this page are installed. When the appropriate features are selected click Next and follow the instruction on the wizard to complete the installation process. Allow the wizard to run configuration after installation.

Install Log
The features that you selected to install are noted in a Unicenter Service Desk installation log file. The location of this file is NX_ROOT\log\install.log.

20 Implementation Guide

Phase 3: Before You Run Configuration

Removing Unicenter Service Desk

Removing a current installation may not result in removal of all software package(s) or file(s), especially when the software package(s) or individual files are determined to be used in other products.

Phase 3: Before You Run Configuration

Before you run Unicenter Service Desk Configuration, be sure to decide if you want to use eIAM for Unicenter Service Desk Authentication purposes.

Set Up the Oracle Option (Windows)

To use Unicenter Service Desk with an Oracle database, you must do the following before you configure Unicenter Service Desk: Install and configure the Oracle software Create the privileged user and Unicenter Service Desk database Configure the Oracle client (only if the Unicenter Service Desk server and the Oracle database are installed on different machines)

Step 1: Install and Configure the Oracle Software (Windows)

The Unicenter Service Desk Oracle option requires that the Oracle server be installed and running on the database server machine. For more information about installing, configuring, and starting the Oracle server, see your Oracle documentation. If ERROR 4031 occurs in your stdlog during database maintenance operations, such as pdm_configure, pdm_restore, or pdm_load, enter the following command in the SQL-DBA as often as possible:
alter system flush sharedpool

Server Installation (Windows) 21

Phase 3: Before You Run Configuration

Step 2: Create an Oracle Database (Windows)

Important! An Oracle database administrator should perform this procedure. For more information, see your Oracle documentation. To create an Oracle database, do the following: 1. 2. Use the Oracle dbca utility to create an Oracle instance. You are not required to create tablespaces at this point. Ensure this instance is accessible using the Oracle Network utilities (TNS), which is required even if the Service Desk server will be installed on the same machine. Note: Although you are not required to create tablespaces prior to configuring Service Desk, you may wish to create them now in order to specify the parameters. If you create tablespaces, you need to specify a minimum size of 500MB for the Data tablespace and 150MB for the Index tablespace.

Step 3: Configure the Oracle Client (Windows)

If the Unicenter Service Desk server and the Oracle database server are installed on different machines, you must install an Oracle client on the Unicenter Service Desk server machine.

22 Implementation Guide

Phase 3: Before You Run Configuration

Using eIAM for Authentication

Unicenter Service Desk may optionally use Embedded eTrust Identity and Access Management (eIAM) for validating a users login. This replaces the default validation performed by the host operating system. You may want to decide between these two validation processes before running the Unicenter Service Desk Configuration. The option to use eIAM for authentication is setup only with Unicenter Service Desk Configuration utility. You may turn the eIAM authentication option on and off as needed while running the configuration utility. On the EIAM configuration page, select the checkbox to use eIAM for authentication. Note: The boplgin daemon must be run on the primary server. EIAM may be configured to use as its user base either an external LDAP directory (such as Active Directory or eTrust Directory) or its own internal database. Whichever source is used, you must make sure that the Privileged User is known to eIAM. If eIAM is configured to use its internal database for user records during Unicenter Service Desk configuration, the Privileged User is added automatically. If eIAM uses an LDAP server, you must make sure the Privileged User exists before completing Unicenter Service Desk configuration. When the eIAM authentication feature is activated, login requests are checked with the eIAM server. As normal, a login request is granted only if: The user ID specified matches a Contact record in Unicenter Service Desk The user ID matches a user profile in eIAM The user ID/password combination is successfully validated by eIAM

Server Installation (Windows) 23

Phase 3: Before You Run Configuration

eIAM Installation Considerations (Windows)

The eIAM server may reside on the Service Desk server or the Database Server if different than the Service Desk server. Because eIAM is meant to be a single repository of your organization's users and access policies, we strongly recommend a single install of eIAM for your organization. Note that eIAM requires an Ingres database. If your Service Desk is using the Ingres MDB, we strongly recommend installing eIAM on the same machine as the Ingres MDB. If eIAM is installed on a machine without Ingres, it will first silently install the Ingres DBMS. eIAM will be installed for you automatically if it is not detected when you run the Service Desk remote component installer or the standard Service Desk Install. If eIAM already exists somewhere in your organization, you will indicate the server name during Service Desk configuration. Otherwise, you may choose one of three ways to install eIAM: The primary server. The Service Desk database server. Another machine. Install eIAM on the Service Desk Primary Server This option is chosen by selecting a Local install of eIAM during Service Desk configuration. If eIAM is not already installed on the machine, configuration will install it. Please see the configuration documentation for details. Install eIAM on a machine Separate from Service Desk If your DBMS is separate from the Service Desk server, use the Remote Component installer to both configure the database and optionally install eIAM. We recommend this option when the database is remote from Service Desk. Install eIAM on a Machine Separate from both the DBMS and Service Desk To do this, run the eIAM interactive installer directly from the Service Desk installation DVD. As noted previously, this will silently install the Ingres DBMS if it is not already present.

24 Implementation Guide

Phase 3: Before You Run Configuration

To install eIAM from the DVD: On the installation DVD, locate the directory /winsrvr.nt/EIAM and run eIAMServer.exe. Follow the prompts to complete the installation. The eIAM web interface is accessed through the following URL: https://servername:5250/spin/eiam/eiam.csp Where servername is the name of the machine where eIAM is installed. The eIAM web UI may also be launched from the Start menu on the server that is hosting eIAM.

Server Installation (Windows) 25

Phase 4: Configure Service Desk

Configuring Unicenter Service Desk consists of verifying and completing fields on the Configuration wizard pages to define the information necessary to perform the configuration, such as database and user information. UNIX users can also configure Character Encoding. See the Server Configuration online help for details about the wizard pages and configuration fields. If you chose the Typical install option, this process is performed automatically. The Custom installation prompts you to specify whether to run configuration. If you answer Yes to the configure prompt, the Configuration window opens automatically. If you answered No to the configure prompt and want to configure at a later time select Configuration from the Unicenter Service Desk menu (accessible from the Windows Start, Programs menu) to open the Configuration window. To configure Service Desk, follow these steps: 1. Select the Configuration Type, as follows: For a primary server installation, select Primary Server. For a secondary server installation, select Secondary Server (see page 49). 2. Change the default values in the other fields on the Configuration as necessary, and click Next. The System Accounts page appears. 3. Enter the Privileged User Name and the Restricted User name details and click Next. Note: If you change the operating system password for the privileged user, you need to run the configuration again. This ensures that all of the Unicenter Service Desk processes are updated of the change. Enter the new password on this page and continue with the configuration. Do not reinitialize the database. The Database Type page appears. 4. Select your database type from the list provided, for example, Ingres, SQL, or Oracle. The Database Config page appears for the Type you selected.

26 Implementation Guide

Phase 4: Configure Service Desk

Check the Load Default Data option and the appropriate Ingres or SQL settings, and change the other default values as necessary. Note: Load Default Data must be checked for the initial configuration. When re-configuring the primary server to use a different database, the Load Default Data check box will not be automatically checked. If you want to load this data into the new database, you will need to check this box. Use the online Help system accessed from the Help button to obtain configuration information for the database selected. After you have finished entering the database information, click Next. The Web Interface page appears.

Enter appropriate details in the Web Interface options and click Next. Note: The Config Type drop down list allows you to select the web server type. The choices are: Tomcat Server only Tomcat and IIS HTTP Server (default) Tomcat Server (default) and IIS HTTP Server The eIAM page appears.

Set the eTrust Identity and Access Management password. Change the other default values as necessary, and click Next. Check the Use eIAM for authentication check box if you wish use eIAM as your authentication method. Note: eIAM always uses EiamAdmin as the eIAM Administrator Name and eiamadmin1 as the default password. The Config. page appears

Check or uncheck the Start Service When Completed option as appropriate and click Finish. The initial configuration settings have been applied.

If the Install Ingres Server option was checked in step 4, the Unicenter Service Desk Configuration installs Ingres and performs a number of other Database related tasks that will take a while to complete. During the configuration process, the wizard may pop up alerts when a particular task is unsuccessful. If an alert appears that indicates that a task has failed, look in the files in the $NX_ROOT/log directory to try to determine the cause of the failure. After the error condition has been resolved run the configuration again.

Server Installation (Windows) 27

Phase 5: Configuring the Reporting and Screen Painter

If there are no alerts displayed and you have selected the "Start Service Desk Services when Completed" checkbox during configuration, the Unicenter Service Desk services are started on your system. Otherwise, select Services from the Control Panel, and start the Unicenter Service Desk Daemon Server service. Note: The configuration process does not set Unicenter Service Desk to start automatically after an Operating System restart. If you wish to have Service Desk to start automatically, please set the Startup Type on the Service Desk Service to automatic.

Phase 5: Configuring the Reporting and Screen Painter

If you installed the Reporting or Screen Painter options, a default ODBC data source is configured when the configuration utility runs.

Phase 6: Integration and Configuration of the Web Interface

In most instances the OOB settings for the Service Desk Web Server, whether you choose to use Tomcat, IIS or both, will suffice. Please review the information configuring the web interface (see page 57) to determine if changes are required to meet your specific needs. Note: IIS is not required if you choose to use TOMCAT as the default Web Server.

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Phase 7: Start the Client Interfaces

Unicenter Service Desk has two client interfaces. Before you can use either interface, you must ensure that the Unicenter Service Desk Daemon Server service and the database server are started. If you have configured a secondary server (for example, if you have the web interface installed on a web server that resides on a different machine than your primary Unicenter Service Desk server), the Unicenter Service Desk Remote Daemon Proctor service must be running before you will be able to use the Unicenter Service Desk Web Interface. To start the proctor on the secondary server, select Services from the Control Panel and start the Unicenter Service Desk Proctor Service. When all the necessary servers are started, select Service Desk Web Client from the Unicenter Service Desk menu (accessible from Start, Programs, CA). The URL to invoke the Web Client from machines other than the Primary Server or any of the Secondary Servers is http://servername:8080/CAisd/pdmweb.exe where servername is the name of the machine that is hosting the Service Desk Web Server. If you are using IIS as your Web Server, then the url is http://servername/CAisd/pdmweb.exe.

Phase 8: Configure Security

The predefined security settings for Unicenter Service Desk allow maximum accessibility to the product features. More over the default security settings are left wide open to allow maximum usability. As the requirements are different for different users, you must determine the users' requirements and set the appropriate permissions for security. For more information on how to set up and change security, see the chapter Policy Implementation in the Administrator Guide.

Server Installation (Windows) 29

Phase 9: Configure Email Options

The email interface provided with Unicenter Service Desk sends email notifications and lets users create/update tickets via email. Review the Email options from the Options Manager, Administration Tab in Unicenter Service Desk Web Client. These include options to configure the incoming and outgoing mail protocols and to determine how to handle incoming email. None of them are installed by default. Determine the options that apply to your implementation, and install and set values for them accordingly. For a detailed description of what each option controls and how to set values for options, see the online help.

Note: The email protocols that are supported are SMTP for outbound email
and POP3 and IMAP4 inbound email. For more information about modifying the spell check lexicon, see Linux Post Installation Options.

Modify Email Notification for Multi-Byte Characters (Windows)

To prevent multi-byte localized characters in email notifications from improperly converting on the mail client, international users need to modify the NX.env. On Windows by default, NX.env contains the following entries:
NX_CHARSET = <corresponding character set of the localized language>

For example: shift_jis for Japanese Windows, gb2312 for Simplified Chinese and so on.
NX_MAIL_SMTP_HEADER_CHARSET = windows-1252 (regardless of the language ) NX_MAIL_SMTP_BODY_CHARSET=iso-8859-1(regardless of the language)

Modify NX.env as follows:

NX_CHARSET = <corresponding character set of the localized language> NX_MAIL_SMTP_HEADER_CHARSET = <same value as for NX_CHARSET> NX_MAIL_SMTP_BODY_CHARSET= <same value as for NX_CHARSET>

Note: Restart the services for the changes to take effect.

30 Implementation Guide

Chapter 3: Server Installation (UNIX/Linux)

This chapter explains how to install and configure a Unicenter Service Desk server in a UNIX operating system environment. The new server can be set up using the Typical or Custom Installation. The typical installation installs and configures the default features needed to run the server automatically. The custom installation lets you select the features (see page 13) you wish to install. On UNIX machines, the choices available for a custom installation are Primary Server and Secondary Server. Important! If you wish to configure Service Desk to use an ITIL methodology, you must do a Custom Installation and select the Use ITIL Methodology checkbox located on the Config Database dialog. For more information on the Service Desk's ITIL methodology, see the ITIL User Guide.

Phase 1: Review System Requirements

Before you begin the installation process, review the Readme included on your Unicenter Service Desk installation media for Installation Considerations and to determine whether your environment meets the documented software and hardware requirements. In addition to the documented software and hardware requirements noted in the readme for Linux, the /etc/hosts file must contain an entry with the IP address, machine name, and the fully qualified machine name. An example entry resembles the following: 127.0.0.1 localhost.localdomain localhost 141.202.211.11 usbegp11 usbegp11.ca.com Unicenter Service Desk supports the en_US.iso88591 locale character set. The Linux installation default locale character set is en_US.UTF8, which causes Unicenter Service Desk to render foreign characters incorrectly. Before installing Unicenter Service Desk on Linux, check if the locale is set to en_US.iso88591. If en_US.iso88591 is not the default locale character set, set the locale to en_US.iso88591 before installing Unicenter Service Desk. Important! Do not attempt to install the Linux Server on a machine that has the Linux Java Client already installed. You must uninstall the Linux Java Client first. The Linux Server Installation will fail if the Linux Java Client has not been un-installed.

Server Installation (UNIX/Linux) 31

Phase 2: Install the Server

In this phase, you install a Unicenter Service Desk server on a Linux machine. Every Unicenter Service Desk installation requires one primary server installation that clients and other secondary servers can access. Character set supported by Service Desk on Linux is as follows:

Language/Platform Western European Japanese Simplified Chinese Traditional Chinese Korean

Linux iso8859-1 euc-jp gb2312 big5 euc-kr

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Phase 2: Install the Server

Remote Components Installation (Linux)

The Remote Components Installer assists you with the installation of the components necessary to run the MDB remotely from your Unicenter Service Desk server. If the MDB and eIAM are already installed by another application, the remote components installer validates if the MDB is at the proper release level, and upgrades it, if necessary. If Ingres is the Database Type used, then the remote components installer ensures that the Ingres version is also current. Use the Remote Component installer to install/upgrade the MDB on any database. If eIAM is not installed anywhere in your organization and you do not want it installed on the same machine as Service Desk, you can optionally choose to install it on the machine hosting the MDB. eIAM can also be installed on any third machine separate from the Service Desk server and the database server, in which case you have to use the eIAM interactive installer from the Service Desk Server installation DVD. If you are using Ingres as your database, it is strongly recommended that eIAM be installed on the same machine as Ingres. Note: The remote component installation should be executed even if Ingres and the MDB were installed by another CA product. This guarantees that all the components required for a successful installation are setup and defined correctly. To install the Remote Components, follow these steps on the server that will host the MDB: 1. Create a user known as the Service Desk privileged user. The installation default USERID for the Service Desk Privileged user is srvcdesk. Note: This user is used to access the MDB during the configuration process. 2. Log on as the root user through an xTerm session and invoke the ./remote.sh script located on the root of the installation media. The Unicenter Service Desk Remote Components welcome screen appears. 3. Click Next. The Database options window appears. 4. Choose the Database Type that you would like to use (the available options on Unix/Linux are Ingres and Oracle), and enter the appropriate details according to the DB Type chosen. Click Next. For Ingres, the installation defaults to the Ingres Instance ID as EI.

Server Installation (UNIX/Linux) 33

Phase 2: Install the Server

Enter the credentials of the Privileged user created previously, and click Next. The Summary page appears.

Review the options (correcting any details, if required), and click Next to continue with the installation of the chosen components. Note: When using Ingres as the DB Type, you will need to specify the remote Ingres II_INSTALLATION identifier in the Database Configuration options when you run Service Desk Server configuration. The eIAM options window appears.

Choose whether you wish to install eIAM on the machine hosting Service Desk. If you install eIAM, enter the eIAM Administrator Password and select the installation folder for eIAM. Click Next. eIAM requires the following libraries to install properly: libssl and libcrypto (part of OpenSSL) liblber.so.2 libldap_r.so.2 The installation wizard checks for these files and notifies you if they are not detected.

Note: If eIAM is already installed on the remote system, the password

entered should match the previously defined password. The installation default password is eiamadmin1. The Privileged User options window appears. 8. Enter the Privileged User Name and Click Next. When configuring Unicenter Service Desk, you must use the same Privileged User Name as that specified when running the Remote Components installer. The Summary window appears. 9. Click Finish.

Note: The installation log file can be located in the /tmp or the /var/tmp
directory.

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Phase 2: Install the Server

New Installation
To install Unicenter Service Desk for the first time, follow these steps: 1. Create a user known as the Service Desk privileged user. The installation default USERID for the Service Desk Privileged user is srvcdesk. Note: After the installation has completed, the Service Desk privileged user will be able to access the Unicenter Service Desk files, as well as the MDB during the configuration process. 2. 3. Log on as the root user through an xTerm session and invoke the ./install.sh script located on the root of the installation media. The Unicenter Service Desk welcome screen appears. Click Next. 4. Read and accept the license agreement. After you click on the I Agree button, the installation wizard prompts you to specify the Installation Directory and whether you wish to perform a typical or a custom installation. To accept the defaults, click Next. Otherwise, enter the information as requested, and then click Next. Note: We recommend that you perform a Typical installation initially to get a feel for the product and make sure that Unicenter Service Desk works in your current environment. You can modify your installation later by selecting the Custom Installation. 5. If you select Typical, the default features are installed: Server, Secondary Server, Client, Ingres Interface, Web Interface and Web Screen Painter. You need to supply the required information when prompted by the installation wizard: a. b. c. d. e. Enter the username and the password for Privileged User. Enter the Socket Port for Service Desk. Check OK to put links in /usr/bin if you wish to do so. Enter the location for the CA Shared Components directory. Select the target MDB Database size.

Review the current settings and hit Install to initiate the installation process. Hit back if you need to change a previously defined setting. At this point the installation wizard will install all the required files and configures Unicenter Service Desk.

Server Installation (UNIX/Linux) 35

Phase 2: Install the Server

Installation Upgrade
If you are upgrading from Unicenter Service Desk 6.0, follow the procedure for New Installations. When prompted for the location of the Unicenter Service Desk files, specify the location of the Unicenter Service Desk 6.0 directory. The 6.0 installation default location is /opt/CA/UnicenterServicePlusServiceDesk. If the directory you specify exists, the installation script will automatically perform an upgrade for you. The installation process automatically detects which components are already installed as part of this process. Note: The customizations made to your current installation are automatically backed up during an upgrade installation. Once the upgrade installation is finished the wizard prompts you to run the migration tool (see page 223).

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Phase 2: Install the Server

Integration with the Apache Web Server on Redhat Linux

To integrate with the Apache Web Server on Redhat Linux systems that have the SELINUX policy enabled (strict mode), do the following: Note: You must have the corresponding SELINUX policy sources installed. 1. Access NX_ROOT/bopcfg/www/wwwroot directory and execute the following command to allow the httpd server (apache) to execute the cgi interface executables: chcon -t httpd_sys_script_exec_t *.exe 2. Access directory /etc/selinux/targeted/src/policy/domains/program and using a text editor, edit Apache.te as follows: a. allow httpd_sys_script_t tmp_t:sock_file {read write}; This is to allow a read and write socket file for the connection between pdmweb.exe and webengine. b. allow httpd_sys_script_t usr_t:sock_file {read write}; This is to allow a read and write socket file for the connection between pdm_cgireport.exe and slump_srvr. c. can_unix_connect(httpd_sys_script_t, unconfined_t) This is to allow the cgi interface executable run-time context type to connect to the daemon run-time context type. 3. 4. Access directory /etc/selinux/targeted/src/policy and run the make load command. Enable the reporting cgi interface executable (pdm_cgireport.exe) to allow work logging by setting the context type for NX_ROOT/log directory to the following: chcon -Rt httpd_sys_script_rw_t log This is to allow to a read and write log file. 5. Restart Apache services.

Install Log
The features that you selected to install are noted in a Unicenter Service Desk installation log file. The location of this file is /opt/CA/Installer/log/caunicenter-servicedesk.log.

Server Installation (UNIX/Linux) 37

Phase 3: Before You Run Configuration

Removing Unicenter Service Desk

Phase 3: Before You Run Configuration

Before you run Unicenter Service Desk Configuration, be sure to decide if you want to use eIAM for Unicenter Service Desk Authentication purposes.

Set Up the Oracle Option (UNIX)

To use Unicenter Service Desk with an Oracle database, you must do the following before you configure Unicenter Service Desk: Install and configure the Oracle software Create the Unicenter Service Desk database Configure the Oracle client (only if the Unicenter Service Desk server and the Oracle database are installed on different machines) Test the database/connectivity Establish the Oracle environment for Unicenter Service Desk

Step 1: Install and Configure the Oracle Software (UNIX)

Note: The ORACLE_HOME, ORACLE_BASE, PATH, LD_LIBRARY_PATH (Solaris only), SHLIB_PATH (HP-UX only), and LIBPATH (AIX only) environment variables must be set as described in your Oracle documentation. This operation can be automated utilizing a cron job. For technical assistance with this product, contact Technical Support at http://ca.com for a complete list of locations and phone numbers. Technical support is available 24 hours a day, 7 days a week.

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Phase 3: Before You Run Configuration

Step 2: Create an Oracle Database (UNIX)

Step 3: Configure the Oracle Client (UNIX)

To configure the Oracle Client, do the following: 1. Make sure that tnsnames.ora, listener.ora, and other necessary files exist in $ORACLE_HOME/network/admin. tnsnames.ora specifies a connect_string used to connect to this particular Oracle instance. For more information, see your Oracle documentation. Issue the following command on the server machine to make sure the SQL*Net listener is running:
$ORACLE_HOME/bin/lsnrctl start

Step 4: Test the Database (UNIX)

To test the Unicenter Service Desk database, do the following: 1. On the database server machine, enter the following, substituting appropriate values for user_name and password: sqlplus user_name/password 2. Enter the following on the Unicenter Service Desk server machine, substituting appropriate values for user_name, password, and connect_string: sqlplus user_name/password@connect_string

Server Installation (UNIX/Linux) 39

Phase 3: Before You Run Configuration

Step 5: Establish the Oracle Environment (UNIX)

You must set these environment variables as the privileged user when using Oracle as the underlying database in Unicenter Service Desk prior to configuring or starting the Service Desk server: ORACLE_BASE This is the root directory of the Oracle installation. ORACLE_HOME This is the location of the current Oracle Home directory. ORACLE_SID The name of the Oracle Instance on which the Service Desk database resides. PATH You must include the path to the oracle utilities, usually $ORACLE_HOME/bin. LD_LIBRARY_PATH (Solaris and Linux only), SHLIB_PATH (HP-UX only), and LIBPATH (AIX only) The Oracle Library path must be included in these OS-specific environment variables (usually $ORACLE_HOME/lib). NX_DB_SIZE Set this variable to SMALL, MEDIUM, or LARGE, depending on the relative size of your database. The NX_DB_SIZE value is used when creating the initial extent of each table. SQLNET_V Set this variable to V2, or V8, depending on whether you are operating the Unicenter Service Desk and database on the same physical machine, or using SQL*Net Version 2 or SQL*Net version 8. NX_DATA_TABLESPACE Set this variable to the name of the table space used for Unicenter Service Desk tables. This is only required if you are specifying user-created (nondefault) tablespaces. NX_INDEX_TABLESPACE Set this variable to the name of the tablespace used for Unicenter Service Desk indexes. This is only required if you are specifying user-created (nondefault) tablespaces.

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Phase 3: Before You Run Configuration

Using eIAM for Authentication

Server Installation (UNIX/Linux) 41

Phase 3: Before You Run Configuration

eIAM Installation Considerations (Linux)

42 Implementation Guide

Phase 4: Configure Service Desk

Configuring the Unicenter Service Desk server consists of verifying and completing fields on the Configuration dialog to define the information necessary to perform the configuration, such as database and user information. Use the online help when required. If you chose the Typical install option, this process is performed automatically. The Custom installation prompts you to run configuration: If you checked the Run Configure check box during installation, the configuration window opens automatically. If you answered No and want to configure at a later time, execute pdm_configure from your command window. To configure Service Desk, follow these steps: 1. Select the Configuration Type, as follows: For a primary server installation, select Primary Server. For a secondary server installation, select Secondary Server (see page 49). 2. Change the default values in the other fields on the Configuration as necessary, and click Next. The System Accounts option appears. 3. Enter the Privileged User Name and the Password, and click Next. The Database Type Selection page appears. 4. By default, Ingres is selected as the Database Type in the drop down box. Click Next. The Database Configuration option appears. 5. Check the Load Default Data option and Install Ingres Server options, change the other default values as necessary, and click Next. (For more information on the data fields, click Help).

Note: Load Default Data must be checked for the initial configuration.
When re-configuring the primary server to use a different database, the Load Default Data check box will not be automatically checked. If you want to load this data into the new database, you will need to check this box. The Web Interface option appears.

Server Installation (UNIX/Linux) 43

Phase 4: Configure Service Desk

Enter appropriate details in the Web Interface options, using the online help as necessary, and click Next.

Note: The Config Type drop down list allows you to select the web server
type. The choices are: Tomcat Server Only Tomcat Server and Apache Server (Default Tomcat Server (Default) and Apache Server The eIAM option appears. 7. Set the eTrust Identity and Access Management password, change the other default values as necessary to install eIAM, and click Next. Check the use eIAM for Authentication check box if you wish to use eIAM as your authentication method. eIAM requires the following libraries to install properly: libssl and libcrypto (part of OpenSSL) liblber.so.2 libldap_r.so.2 The installation wizard checks for these files and prompts if they are not detected or unusable.

Note: eIAM always uses EiamAdmin as the eIAM Administrator Name and
eiamadmin1 as the default password. The Config option appears. 8. Check or uncheck the Start Daemons. When Completed, put Service Desk links in /usr/bin and Start Event Converter Daemons options as appropriate and click Finish.

If the Install Ingres Server option was checked in step 4, the Unicenter Service Desk Configuration installs Ingres and performs a number of other Database related tasks that will take a while to complete. During the configuration process the wizard may pop up alerts when a particular configuration task is unsuccessful. If an alert appears that indicates that a task has failed look in the files in the $NX_ROOT/log directory to try to determine the cause of the failure. Once the error condition has been resolved, run the configuration again using the following command:
NX_ROOT/local/pdm_configure script

44 Implementation Guide

Phase 5: Integration and Configuration of the Web Interface

If there are no alerts displayed and you have selected Start the Service Desk Daemons when completed during configuration, the Unicenter Service Desk daemons are started on your system.

Note: In order to start the Service Desk daemons, log on as the privileged
user, set $NX_ROOT and the Ingres database environment variables, and run pdm_init. Execute pdm_status to display the status of the daemons. If you have configured secondary servers, you must have all the proctors running before starting the daemons. As the privileged user with $NX_ROOT set, execute pdm_proctor_init on each secondary server to start the proctors.

Note: Run pdm_halt to shut down the daemons on a primary server or to

stop the proctor on a secondary server.

Phase 5: Integration and Configuration of the Web Interface

In most instances the OOB settings for the Service Desk Web Server, whether you choose to use Tomcat, Apache or both, will suffice. Please review the information for configuring the web interface (see page 57) to determine if changes are required to meet your specific needs. Note: Apache is not required if you choose to use TOMCAT as the default Web Server.

Phase 6: Start the Client Interfaces (UNIX)

Unicenter Service Desk has two client interfaces. Before you can use either of these interfaces, you must ensure that the Unicenter Service Desk Daemons are running and that the database server is started. Important! If you have configured a secondary server (for example, if you have the web interface installed on a web server that resides on a different machine than your primary Unicenter Service Desk server), the Unicenter Service Desk Remote Daemon Proctor service must be running before you will be able to use the Service Desk Web Interface. To start the proctor on the secondary server, execute pdm_proctor_init. When all the necessary servers are started, start up a Web Client. The URL to invoke the Web Client is http://servername:8080/CAisd/pdmweb.exe where servername is the name of the machine that is hosting the Service Desk Web Server. If you are using Apache as your Web Server then the URL is http://servername/CAisd/pdmweb.exe.

Server Installation (UNIX/Linux) 45

Phase 7: Configure Security

The predefined security settings for Unicenter Service Desk allow maximum accessibility to the product features, which is not suitable to most sites. For a description of the out-of-the-box security settings and recommendations for how to change them to suit your needs, see the chapter Policy Implementation in the Administrator Guide.

Phase 8: Configure Email Options

The email interface provided with Unicenter Service Desk sends email notifications and lets users create/update tickets via email. Review the Email options from the Options Manager, Administration Tab in Unicenter Service Desk Web Client. These include options to configure the incoming and outgoing mail protocols and to determine how to handle incoming email. None of them are installed by default. Determine the options that apply to your implementation, install and set values for them accordingly. For a detailed description of what each option controls and how to set values for options, see the online help.

Linux Post Installation Options

This section describes few items that you can do to make administrating Service Desk easier.

Check the shmmax Settings

The recommended minimum shared memory is 200000000 bytes (190 MB). shmmax is set by default during Unicenter Service Desk installation. However, if another application is also using shared memory, you may need to increase shmmax as appropriate.

46 Implementation Guide

Linux Post Installation Options

Put NX_ROOT/bin in PATH Environment Variable

Most of the Service Desk commands work without further actions. However, some require an environment variable NX_ROOT to be defined before the command will work. Follow the instructions below to define NX_ROOT in your environment.
Export NX_ROOT=[full path to the Service Desk set during installation] Export PATH=$NX_ROOT/bin:$PATH

Start and Stop Ingres

To start and stop services of Ingres Service from the command line, use the ingstart and ingstop commands. These commands can be executed by the 'ingres user only. II_SYSTEM, LD_LIBRARY_PATH and PATH variables should be set for Ingres user before running these commands. Follow the instructions below to set the required Ingres environment variables:
Export II_SYSTEM=[full path to the Open Source Ingres database set during installation] Export PATH=$II_SYSTEM/ingres/bin:$II_SYSTEM/ingres/utility:$PATH Export LD_LIBRARY_PATH= $II_SYSTEM/ingres/lib

Modify the Spell Check Lexicon

As a post-configuration task, administrators may wish to change from the default out-of-box spell check lexicon (LEX_LANG option in Options Manager) to a lexicon best matching the language in which their enterprise does business. The Options Manager is accessed on the Administration tab in the web interface. International users should also adjust the web.cfg file property DateFormat to establish the default date and date-time formats best suited for their regions.

Server Installation (UNIX/Linux) 47

Linux Post Installation Options

Modify Email Notification for Multi-Byte Characters (Linux)

To prevent multi-byte localized characters in email notifications from improperly converting on the mail client, international users need to modify the NX.env. On Linux, NX.env by default contains the following entries:
NX_CHARSET = <corresponding character set of the localized Language entered on Character Encoding screen during configuration of Service Desk>

For example: euc-jp for Japanese Linux, gb2312 for Simplified Chinese, and so on.
NX_MAIL_SMTP_HEADER_CHARSET = iso-8859-1 (regardless of the language) NX_MAIL_SMTP_BODY_CHARSET=iso-8859-1 (regardless of the language)

Modify NX.env as follows:

NX_CHARSET = <corresponding character set of the localized Language entered on the Character Encoding dialog during configuration of Service Desk> NX_MAIL_SMTP_HEADER_CHARSET = <same value as for NX_CHARSET> NX_MAIL_SMTP_BODY_CHARSET= <same value as for NX_CHARSET>

Note: Restart the services for the changes to take effect.

48 Implementation Guide

Chapter 4: Secondary Server Setup

You can install and configure a secondary Unicenter Service Desk server to distribute product functionality across multiple servers. Setting up your system in this way can have a number of advantages, including making your service desk operation more efficient. Unicenter Service Desk lets you set up secondary servers for the following processes: Web Interface Unicenter NSM Integration Converter User authentication Object manager

Web Interface
Depending on your web server environment, you may need to perform some integration and configuration steps before you can use the web interface (see page 57). If the machine on which you are installing is equipped as a web server, the web interface is installed automatically as part of a server installation.

Unicenter NSM Integration Converter

For information about setting up the Unicenter NSM Integration Converter to run on a secondary server, see the chapter Unicenter NSM Integration.

Secondary Server Setup 49

User Authentication

User Authentication
When you install and configure a Unicenter Service Desk primary server, authentication for users attempting to access information is based on the operating system login IDs set up for the users on that server. This means that if your primary Unicenter Service Desk server is on a UNIX machine, the system administrator must set up and maintain UNIX user accounts for the Unicenter Service Desk clients. Similarly, if your primary server is on a Windows machine, the system administrator must set up and maintain Windows user accounts for the Unicenter Service Desk clients. This is the default behavior when you install and configure a Unicenter Service Desk primary server; however, you can customize your system so that user authentication occurs on a different machine, which may be running a different operating system than your primary server. For example, you can configure Unicenter Service Desk so that the primary server runs on a UNIX machine and user authentication runs on a Windows machine. This scenario is convenient because the system administrator can use the Windows user administration features, which make setting and maintaining user accounts less time consuming and cumbersome. The information in this section shows how to set up remote authentication for this scenario; however, you can easily apply the procedure to other scenarios (for example, Windows primary server and UNIX user authentication).

Phase 1: Set Up the Secondary Server

If you have already installed and configured your Unicenter Service Desk primary server on a UNIX machine and you want to set up remote authentication using a Windows machine, you must first set up the Windows machine as a Unicenter Service Desk secondary server, following these steps: 1. Install and configure a Unicenter Service Desk secondary server on the Windows machine where user authentication is to take place. When setting up a secondary server for user authentication, you need to install only the Secondary Server option (see page 19). When installation and configuration are complete go to step 2. 2. Select Settings, Control Panel, Administrative Tools, Services from the Windows Start menu on the secondary server machine and start the Unicenter Service Desk Remote Daemon Proctor service. Use the ping command to ensure that your secondary server machine can reach the IP address or name of the UNIX machine running the Unicenter Service Desk primary server.

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User Authentication

Phase 2: Test Login from a Client

Before establishing remote authentication, follow these steps to ensure that user validation is functioning properly on the primary server from a client (see page 183): 1. 2. 3. On a Unicenter Service Desk client, run the client configuration utility. In the Primary Server Node field, enter the name or IP address of the Unicenter Service Desk primary server, and click OK. Start the Unicenter Service Desk Java/Web Client, logging in as the privileged user, and ensure that the scoreboard appears without error.

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User Authentication

Phase 3: Establish Remote Authentication

After you complete the procedures in the previous phases, follow these steps to move remote authentication to the secondary server machine: 1. 2. Run pdm_status on the Unicenter Service Desk primary server to ensure that User Validation is running. Switch to the $NX_ROOT/samples/pdmconf directory on the primary server, and enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl

Answer the prompts according to your requirements, and when the main menu displays, enter U to Select the Moving Login (U)ser Validation option. Enter E to edit host, and, when prompted for a new host name, enter the name of the Windows machine on which the Unicenter Service Desk secondary server is installed (see page 50). When the menu reappears, ensure that the name displayed for the User Validation Host is correct, and press Enter to return to the main menu. Enter X to save and exit. This process creates a file named pdm_startup.rmt that stores your new configuration values.

5. 6.

Create a backup of the pdm_startup.tpl file that resides in $NX_ROOT/pdmconf of the primary server installation, then replace it with the newly created pdm_startup.rmt file. Run pdm_halt to shut down the Unicenter Service Desk primary server, and ensure that it shuts down without error. Run the configuration utility (pdm_configure) on the primary server without selecting the Load Default Data option. For information about how to run the configuration utility, see the installation chapter for your operating environment. Your new configuration settings are in effect the next time you start the Unicenter Service Desk primary server. Important! Do not reinitialize your database when you reconfigure. Monitor the standard log file, stdlog.0, to ensure that no errors occur during the pdm_configure process.

8. 9.

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User Authentication

10. Run pdm_init to start the Unicenter Service Desk primary server, and ensure that it starts without error. Monitor the standard log file, stdlog.0, to ensure that no errors occur during the pdm_init process. 11. Run pdm_status on the Unicenter Service Desk primary server to ensure that User Validation is running on the secondary server machine. There may be a noticeable delay between running pdm_status and the status changing to Running.

Phase 4: Test Remote Authentication

Follow these steps to test various login scenarios from a remote client to ensure that remote authentication is functioning properly: 1. 2. 3. 4. 5. On a Unicenter Service Desk client installation, run the client configuration utility. In the Primary Server Node field, enter the name or IP address of the Unicenter Service Desk primary server. Click OK. Start the Unicenter Service Desk Java/Web Client, logging in as the privileged user, and ensure that the scoreboard displays without error. Shut down the Java/Web Client and start it again, this time logging in as an invalid user to ensure that an error message displays indicating an invalid user name or password. Clear the User and Password fields, and attempt to login again without entering any values for these fields. Once again, an error message appears indicating an invalid user name or password.

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Set Up an Object Manager

To set up an object manager on a secondary server, log in as the privileged user and follow these steps: 1. 2. Install and configure a Unicenter Service Desk secondary server on the machine where the second object manager is to reside. On the Unicenter Service Desk primary server installation, switch to the $NX_ROOT/samples/pdmconf directory, and enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl

3. 4.

Answer the prompts according to your requirements, and when you get to the main menu, enter O to select the Edit (O)bject Servers option. Enter A to add, and when prompted for a host name, enter the name of the machine on which the Unicenter Service Desk secondary server is installed. Press Enter when prompted to select the default Group and Display values. When the Object Managers menu appears, it shows the object manager you added. Ensure that the information is correct, and note the value in the Comm. Name column (for example, domsrvr:11).

5. 6.

Press Enter to return to the main menu, and enter X to save and exit. This process creates a file named pdm_startup.rmt that stores your new configuration values.

Create a backup of the pdm_startup.tpl that resides in $NX_ROOT/pdmconf of the primary server installation, then replace it with the newly created pdm_startup.rmt file. Run pdm_halt to shut down the Unicenter Service Desk primary server, and ensure that it shuts down without error.

10. Run the configuration utility (pdm_configure) on the primary server without making any changes. For information about how to run the configuration utility, see the respective installation chapter for your operating environment. Your new configuration settings are into effect the next time you start the Unicenter Service Desk primary server. Important! Do not reinitialize your database when you reconfigure. Monitor the standard log file, stdlog.0, to ensure that no errors occur during the pdm_configure process.

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11. Run pdm_init to start the Unicenter Service Desk primary server, and ensure that it starts without error. Monitor the standard log file, stdlog.0, to ensure that no errors occur during the pdm_init process. 12. Run pdm_status to ensure that the secondary server Object Manager and Method Engine are running. When you run the pdm_status command, it may take a few moments before the status changes to Running. Note: When you add an object manager (whether on the primary server or a secondary server), use a text editor such as WordPad (Windows) or vi (UNIX) to edit $NX_ROOT/NX.env and increase the value of the NX_MAX_DBAGENT variable by 4. For example, if the current value of NX_MAX_DBAGENT is 6 and you add one object manager, you would set the NX_MAX_DBAGENT value to 10.

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Chapter 5: Web Interface Installation

You can use the web interface provided with Unicenter Service Desk to access the product from the Internet. The web interface is also commonly referred to as the browser interface. This chapter explains how to install, set up, and configure the web interface. For more information about the web interface, see the online help and the chapter Configuring the Web Interface in the Administrator Guide. This chapter contains information for Windows and UNIX platforms. For each, it describes the following web interface configurations: Installing and configuring the web interface on a web server that resides on your Unicenter Service Desk primary server machine Installing and configuring the web interface on a web server that resides on a machine other than your Unicenter Service Desk primary server machine Note: The term web server identifies the machine where the software that services the Hypertext Transfer Protocol (HTTP) is installed.

Windows Web Server Installation

Use the procedures in this section if you are installing the web interface on a Windows web server. Your Unicenter Service Desk primary server may reside on the same machine as your web server, or on another machine.

Phase 1: Verify Prerequisites

Before you begin the installation process, review the Readme included on your installation media to determine if your environment meets the documented software and hardware requirements, including supported browsers and web servers.

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Windows Web Server Installation

Phase 2: Install the Web Interface

When the web server and the Unicenter Service Desk primary server are on the same machine, no additional action is necessary. However, if you are using a Windows web server and the Unicenter Service Desk primary server is installed on a different machine, you will install and configure two Unicenter Service Desk servers, a primary server and a secondary server. The secondary server is the Windows machine where your web server resides and where you will install and configure the Unicenter Service Desk web interface. During installation, select the Custom installation option and then select the following options on the Select Features window: Secondary Server Web Interface Important! If you have performed a Typical installation Tomcat is the default Service Desk Web Server. If you wish to use IIS as your Service Desk Web Server, run Configuration and select IIS as default Web Server from the Web Interface Option.

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Windows Web Server Installation

Phase 3: Enable Web Engine on Secondary Server

Assuming that your Unicenter Service Desk primary server is already installed and configured, you must enable a web engine on your secondary server using the pdm_edit.pl utility as follows: 1. On the Unicenter Service Desk primary server installation, switch to the $NX_ROOT/samples/pdmconf (UNIX) or installation-directory\samples\pdmconf (Windows) directory. Enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl

3. 4.

Answer the prompts according to your requirements, and when you get to the main menu, enter W to select the Edit Web Engines option. Enter A to add, then enter the IP address or DNS name of the secondary server when prompted for a host name. This value is case-sensitive, so be precise if you enter a DNS name. If you are unsure, check the NX_LOCAL_HOST entry in the NX.env file on the secondary server.

When prompted for an object manager and a configuration file, you can typically accept the default values. However, if you need to change them you can do so. Press Enter to return to the main menu, then enter X to save and exit. This process creates a file named pdm_startup.rmt that stores your new configuration values.

Create a backup of the pdm_startup.tpl that resides in the $NX_ROOT/pdmconf (UNIX) or installation-directory\pdmconf (Windows) directory of the Unicenter Service Desk primary server installation, then replace it with the newly created pdm_startup.rmt file. Run the configuration utility on the Unicenter Service Desk primary server without making any changes. Configure the Unicenter Service Desk secondary server. For information about how to run the configuration utility, see the installation chapter for your operating environment in this guide. Your new configuration settings are in effect the next time you start the Unicenter Service Desk server.

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Windows Web Server Installation

Phase 4: Configure the Web Interface

The web.cfg configuration file is in installation-directory\bopcfg\www. This file lets you configure the web interface and is similar in format to the configuration file for many web servers. Each entry in the file consists of a single line containing a property name, optionally followed by a value. Lines beginning with a pound sign (#) are treated as comments and are ignored. This phase is optional. You need to modify web.cfg if the default configuration does not meet your requirements. You can edit web.cfg with any text editor that does not add formatting or control character information (WordPad is recommended). For descriptions of the web interface configuration properties, see the chapter Configuring the Web Interface in the Administrator Guide.

Phase 5: Start Services

Before users can access the web interface, you must ensure that the Unicenter Service Desk Services are running on all machines configured as Unicenter Service Desk Services. This includes the primary server and the secondary servers. For information about starting these services, see the installation chapter for your operating environment. Your web server must also be up and running.

Phase 6: Access the Web Interface

You can invoke the Web Interface from Start Menu. Note: If your Internet Explorer browser's security is set to HIGH and you launch the Unicenter Service Desk Web Client you will be presented with an Internet Explorer Content Warning. Either add the Web site to your Trusted Sites, or lower your Internet Explorer security settings. To access the web interface from an internal Web Site, add a URL /pdmweb.exe link to your web pages. Use the following sample HTML code where server-name identifies your machine and port-no is the port on which your web server is listening:
A HREF=http://<server-name>:<port-no>/CAisd/pdmweb.exe

Phase 7: Integrate with Portal

If you have a version of CleverPath Portal already installed, you can run the Unicenter Service Desk web interface from a portal (see page 259) workspace. For information about supported versions of the portal, see the Readme and the Portal Server Administration Online Help.

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UNIX Web Server Installation

Use the procedures in this section if you are installing the web interface on a UNIX web server. Your Unicenter Service Desk primary server may reside on the same machine as your web server, or on another machine.

Phase 1: Verify Prerequisites

Phase 2: Install the Web Interface (UNIX Web Server)

Use the appropriate procedure that follows depending on whether the web server and the Unicenter Service Desk primary server are on the same machine or on different machines.

Servers on the Same Machine

If your web server is installed on the same UNIX machine as your Unicenter Service Desk primary server, you can install the web interface component when you install the Unicenter Service Desk primary server from the server installation media. When installing Unicenter Service Desk for the first time, the Unicenter Service Desk Web Interface component is installed automatically as part of the Typical install. After the installation completes, you must configure this machine as a primary server (except on a Typical install, which does this for you). For more information about installing and configuring Unicenter Service Desk, see the installation chapter for your operating environment.

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UNIX Web Server Installation

Servers on Different Machines

If you are using a UNIX web server and the Unicenter Service Desk primary server is installed on a different machine, you must install and configure two Unicenter Service Desk servers, a primary server and a secondary server. The secondary server is the UNIX machine where your web server resides and where you will install and configure the Unicenter Service Desk web interface. During installation, select the Custom installation option and select the Secondary Server. As the privileged user with $NX_ROOT set, start the Unicenter Service Desk proctor on the secondary server by running pdm_proctor_init on the secondary server.

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UNIX Web Server Installation

Phase 3: Enable Web Engine on Secondary Server

Assuming that your Unicenter Service Desk primary server is already installed and configured, you must enable a web engine on your secondary server using the pdm_edit.pl utility. To enable a web engine on your secondary server, follow these steps: 1. On the Unicenter Service Desk primary server installation, change to the $NX_ROOT/samples/pdmconf (UNIX) or installation-directory\samples\pdmconf (Windows) directory. Enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl

3. 4.

Answer the prompts according to your requirements, and when you get to the main menu, enter W to select the Edit Web Engines option. Select A to add, then enter the IP address or DNS name of the secondary server when prompted for a host name. This value is case-sensitive, so be precise if you enter a DNS name. If you are unsure, check the NX_LOCAL_HOST entry in the NX.env file on the secondary server.

When prompted for an object manager and a configuration file, you can typically accept the default values. However, if you need to change them you can do so. Press Enter to return to the main menu, and then enter X to save and exit. This process creates a file named pdm_startup.rmt that stores your new configuration values.

Create a backup of the pdm_startup.tpl that resides in the $NX_ROOT/pdmconf (UNIX) or installation-directory\pdmconf (Windows) directory of the Unicenter Service Desk primary server installation, then replace it with the newly created pdm_startup.rmt file. Run the configuration utility on the Unicenter Service Desk primary server without selecting the Load Default Data option. Configure the Unicenter Service Desk secondary server. For information about how to run the configuration utility, see the installation chapter for your operating environment in this guide. Your new configuration settings are in effect the next time you start the Unicenter Service Desk server.

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UNIX Web Server Installation

Phase 4: Configure the Web Interface

The web.cfg configuration file is in the $NX_ROOT/bopcfg/www directory. This file lets you configure the web interface and is similar in format to the configuration file for many web servers. Each entry in the file consists of a single line containing a property name, optionally followed by a value. Lines beginning with a pound sign (#) are treated as comments and are ignored. This phase is optional. You need to modify web.cfg if the default configuration does not meet your requirements. You can edit web.cfg with any text editor that does not add formatting or control character information (vi is recommended). For descriptions of the web interface configuration properties, see the chapter Configuring the Web Interface in the Administrator Guide.

Phase 5: Start Daemons

Before users can access the web interface, you must ensure that the Unicenter Service Desk Daemons are running on all machines configured as Unicenter Service Desk Daemons. This includes the primary server and the secondary servers. For information about starting these services, see the installation chapter for your operating environment. Your web server must also be up and running.

Phase 6: Access the Web Interface

To access the web interface from your web browser, add a URL .../pdmweb.exe link to your web pages. For example, you might use the following HTML code, where server-name identifies your machine and portno is the port on which your web server is listening:
A HREF=http://<server-name>:<port-no>/CAisd/pdmweb.exe

Phase 7: Integrate with Portal

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Chapter 6: CA Workflow Integration

A workflow denotes the tasks, procedural steps, organizations or individuals involved, required input and output information, and the tools necessary for managing and maintaining each step in a business process. The workflow service provides a total solution to help you manage the business processes. In general terms, workflow is best described as the automation of a business process, in whole or part, during which documents, information, or tasks are passed from one participant to another for action according to a set of procedural rules. Workflow is a generic, high performance, and scaleable workflow management system, that allows for the definition, management, and execution of workflows, and provides a generic workflow solution. Workflow is integrated into Unicenter Service Desk via a Web service.

Workflow Components
Workflow uses the following components that are delivered with the Workflow Embedding Kit: Workflow Design Environment (see page 66) Workflow server Worklist (accessible via a web browser) Workflow uses third-party software components. For further information on this, see the Readme.

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Workflow Design Environment

You use the Workflow Design Environment to create and manage workflows, where workflows originate from a companys business processes. The Workflow Design Environment is your primary tool for creating and managing process definitions and workflow instances, and for controlling workflow participant interaction. A company creates a business process to identify the resources, manual and automated activities, and activity relationships to realize its business goals. A workflow partially or fully automates the business process by defining the business process activities in a process definition. These workflow activities commonly include passing forms, tasks, or information from one resource to another, where the resource may be human or software. A process definition is a representation of your business process. A process definition is comprised of nodes, events, roles, actors, work, and the criteria for process start and process end. While process definitions represent what you want to happen in your business process, process instances represent what is actually happening. By running a process definition, you create a process instance. You can create multiple process instances of the same process definition, also called a process definition instance.

Workflow Server
The Workflow server exposes runtime execution and management services for workflow processes. The Workflow server consists of these components: Actor Adapters allow for expansion of workflow activity functionality The Process Engine executes process definition instances The Process Manager provides management for process definitions as well as process instances All workflow clients, the Process Designer, the Worklist, and both the Java and Web Services API use services provided by the Workflow server.

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How to Launch Workflow Components

The Workflow Design Environment can be invoked via going to Start, All Programs, CA, Unicenter, Service Desk, Workflow IDE or via the ide.exe or ide.bat on Windows or via the ide.sh on Linux. The ide.exe, ide.bat, and ide.sh files are located in $NX_ROOT\site\Workflow\Client. Note: The IDE is not supported on UNIX platforms. On Microsoft Windows, you can use either the ide.exe or ide.bat to invoke the IDE. However, if the IDE classpath requires additions to accommodate application requirements, you must modify the APPCPATH parameter in the ide.bat and use the ide.bat to invoke the IDE. On Linux, the ide.sh also has an APPCPATH parameter which can be modified to add to the classpath. You can invoke the Worklist via a web browser (for example, http://<hostname>:<port number>/wl) or via API calls from an embedding product. For more information about the IDE and Worklist requirements and invocation, refer to other chapters in this guide.

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CA Workflow Access

IDE Login Parameters

The IDE logon screen is pre-populated with input fields to supply user name, password, and url connection information. For streamlined access to the IDE, you can completely bypass the IDE log on screen by using a combination of the following command line parameters:
-u <username> -p <password> -url <PM URL> -t <eIAM Safe Session token>

As an option, you can invoke the IDE by providing either a user name and password (-u and -p) or by providing a token (-t). The t token refers to an exported SafeSession (also referred to as an artifact) which is a String. This allows for parent products to simply re-use any existing SafeSessions they may have, rather than prompting for a user name and password again. The url is a required parameter that must be supplied regardless of whether you use the u and p userid/password method or the t token method. For example, [-u, -p, -url] or [-t, -url] To use this facility to bypass the IDE logon screen, edit either the ide.bat file (for Microsoft Windows) or ide.sh (for Linux) to add these parameters to the list of parameters passed to the java command. Note: This facility cannot be used with the ide.exe.

CA Workflow Access
Unicenter Service Desk provides improved workflow management using a common Workflow engine. The new workflow system provides a graphical workflow definition environment, sophisticated branching mechanisms, and the ability to interact with individuals who do not have direct access to the Unicenter Service Desk application for gaining approvals. The previous workflow system is still in place to enable backward compatibility. This chapter describes the CA workflow authentication and how to add users to the CA workflow groups.

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eIAM and CA Workflow

All logins to CA Workflow are authenticated by eIAM. A user must have an eIAM user record in order to access the CA Workflow IDE or Worklist application. The CA Workflow administrator, specified during Unicenter Service Desk configuration, has full access to CA Workflow. By default, this user is used by Unicenter Service Desk for the Workflow integration. This user account is set by the cawf_username and cawf_password Options in Options Manager. You must make sure the username and password set in these options are correct and the user has full access to CA Workflow resources within eIAM.

Resource Classes
CA Workflow also uses eIAM to restrict access to specific CA Workflow functions. The access is controlled by two Resource Classes: IDE The IDE resource has a single action named login for login access to the IDE. A user must have permission for this action to login to the CA Workflow IDE application. Process The Process resource has the single action named start for the ability to start a process instance. A user must have permission for this action to start processes from within the Worklist web application. All users have access to the CA Workflow Worklist application to view and perform workitem tasks. This permission is only for starting new instances from the Worklist. Note: These resource classes are defined with the Unicenter Service Desk application instance in eIAM; when logging into the eIAM Web user interface, you need to specify the Unicenter Service Desk application instance in order to see the resources, polices and groups discussed here.

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CA Workflow Access

Add Users to CA Workflow Groups

Users who need to either login to the IDE or start process instances need an authorization grant to the resources and the two actions. The Unicenter Service Desk configuration adds two policies to eIAM that grant access to these resources. For convenience, two user groups were also added that are granted rights to the policies: Workflow Administrators and Workflow Process Initiators. You can add the users to the Workflow Administrators group to give them access to the IDE. Adding the users to the Workflow Process Initiators group allows them to start processes from the Worklist application. To add/remove users from the groups on the machine where eIAM is installed, follow these steps: 1. Select eIAM Web UI from Start, Programs, CA, eTrust, eTrusted Embedded IAM, Embedded IAM UI. The login window appears. 2. Select the Unicenter Service Desk application and enter the eIAM administrator name and password. The main eIAM window appears. 3. 4. 5. 6. Select Manage Identities. Select the Users search, enter search criteria and click search. Select a user in the result list. On the user details display, add/remove group membership in the Application Group Membership section. If this section is not displayed, Click Add Application User Details. 7. Click the Save button. This will add the users to the groups.

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Chapter 7: Unicenter NSM Integration

During Unicenter Service Desk installation, you have the option of integrating Unicenter NSM. If you select this option, your Unicenter installation will communicate certain information to Unicenter Service Desk automatically. For example, you can: Create requests using the 2D/3D map, Unicenter Explorer and the Unicenter NSM GUI Monitor event console messages from Unicenter NSM to: Send generic event data to Unicenter Service Desk Automatically generate requests and incidents Automatically post announcements to the Unicenter Service Desk scoreboard

Add asset records to Unicenter Service Desk from Unicenter NSM Note: If you do not already have Unicenter NSM installed, you must do so before you can integrate it with Unicenter Service Desk. This chapter explains how you can control Unicenter NSM integration so that you get only the information you want. You should also review the Readme located on your Unicenter Service Desk Common Services CD for the latest information about installing Unicenter NSM.

Phase 1: Before You Integrate

Both Unicenter Service Desk and Unicenter NSM must be installed and all patches applied before you can begin integration. Important! Changing default settings when you integrate Unicenter Service Desk with Unicenter NSM can result in unexpected results. For example, to avoid instantaneous creation of thousands of Unicenter Service Desk Requests during integration, the following parameters in the NX.env file located in $NX_ROOT (UNIX) or installation-directory (Windows) default to NO:
@NX_TNG_OBJECT_UPDATED_SUBSCRIBE=NO @NX_TNG_OBJECT_ADDED_SUBSCRIBE=NO @NX_TNG_OBJECT_DELETED_SUBSCRIBE=NO @NX_TNG_OBJECT_STATUS_UPDATED_SUBSCRIBE=NO

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Phase 2: Integrate Unicenter Service Desk and Unicenter NSM

When the Unicenter Service Desk server and Unicenter NSM are installed on the same machine, you must install the Unicenter NSM Integration option. You can install this option on either a UNIX or Windows server. You can select the Unicenter NSM Integration option during the initial installation or later by modifying an existing installation. Windows When the Unicenter Service Desk server and Unicenter NSM are installed on different machines, you must install the Unicenter NSM Integration option on the Unicenter Service Desk primary server. You must also install and configure a Unicenter Service Desk client or secondary server on the Unicenter NSM server or on a Unicenter NSM administrative client. UNIX When the Unicenter Service Desk server and Unicenter NSM are installed on different machines, you must install the Unicenter NSM Integration option on both the Unicenter Service Desk primary server and the Unicenter NSM server. After installing the Unicenter NSM Integration option on the Unicenter NSM server, you must run pdm_configure to configure Unicenter Service Desk as a secondary server on that installation. You must also configure the converter using the pdm_edit utility as follows: 1. 2. On the Unicenter Service Desk primary server installation, switch to the $NX_ROOT/samples/pdmconf directory. Enter the following command to start the pdm_edit utility:
pdm_perl pdm_edit.pl

Answer the prompts according to your requirements, and when you get to the main menu, enter N to select the Edit UNI Converters (UNIX_ONLY) option. Select A to add, then enter the name or IP address of the Unicenter NSM server machine (configured as the Unicenter Service Desk secondary server) when prompted for a host name. The script prompts you for an IP address. Enter the IP address of the Unicenter Service Desk primary server machine. Press Enter to return to the main menu, and then select X to save and exit. This process creates a file named pdm_startup.rmt that stores your new configuration values.

5. 6.

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Phase 2: Integrate Unicenter Service Desk and Unicenter NSM

Create a backup of the pdm_startup.tpl that resides in the $NX_ROOT/pdmconf directory of the Unicenter Service Desk primary server installation, then replace it with the newly created pdm_startup.rmt file. Run pdm_configure on the Unicenter Service Desk primary server without making any changes. This puts your new configuration settings into effect the next time you start the Unicenter Service Desk server. Important! Do not reinitialize your database when you reconfigure.

As the privileged user, run pdm_proctor_init on the Unicenter NSM server to start the Unicenter Service Desk proctor.

10. As the privileged user, restart the Service Desk services to start the Unicenter Service Desk daemons. Enter pdm_status to display the status of the daemons. Note: Keep the following in mind as you make selections during the integration process: Before the process of receiving an NSM event and creating a Request in Service Desk can work, you must install and configure all components, and ensure that they are active. An event would only become lost if the event converter service has been stopped. The event converter service queues NSM events when the Unicenter Service Desk system is down (meaning it has been paused instead of stopped from the Microsoft Windows Services Panel). When Unicenter Service Desk is restarted, it processes the queued events. The NSM event converter service queues events up to a maximum specified by the NX_TNGCNV_QUEUE_SIZE environment variable. When the Unicenter NSM repository is rebuilt after integration with Unicenter Service Desk, Unicenter Service Desk menu entries are lost. To restore them, you must re-run the integration on the Unicenter NSM Windows machine. To do this, run integAHD.exe located in installation-directory\bin. If the NSM event converter starts during Unicenter NSM events generation, events that occur before the event converter is fully initialized are lost.

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Phase 3: Post Integration Process

The typical post-integration process involves the following procedure after both products are installed: 1. 2. 3. 4. Create Assets that are owned by Unicenter Service Desk which represent WorldView managed objects. Monitor event console messages to define message records and message actions as needed to create requests automatically. Make the necessary entries in the topology file, topology.cfg and define filter and writer rules to filter unwanted events. Troubleshoot problems, if necessary.

Step 1: Create Owned Assets

Many Unicenter products create Assets in the mdb; however they are not automatically owned or available to Unicenter Service Desk. Usually a Unicenter Service Desk organization wishes to only track Assets that are owned by the organization and were acquired through a formal process. Some devices that are detected on the network by other Unicenter products probably should not automatically become available to Unicenter Service Desk. For example the laptop computer of a visiting consultant probably is of no interest to the Unicenter Service Desk organization. To make a discovered Asset in the mdb available to Unicenter Service Desk, use the Discovered Asset selection dialog that is available from the Asset Search or Create New Asset forms in the Analyst Web Interface. Note: The Discovered Asset selection dialogue is available on the Web Client. If the WorldView integration for Change Impact Analyzer (see page 119) is being used, discovered Assets can be made available to Unicenter Service Desk either from the Unicenter NSM 2D/ Unicenter Explorer right-click menu (Read Impact Analyzer) or the pdm_nsmimp command line utility. 2D/3D Map and Unicenter Explorer The Unicenter NSM 2D/3D map and Unicenter Explorer lets you access and create requests by right-clicking a managed object to display two menu options: Create Request and Request List. These menu options are added to Unicenter NSM when you integrate. Sometimes the menu options are not available or you may encounter problems (see page 99) using the 2D/3D map or Unicenter Explorer.

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Discovered Asset Import

The pdm_discimp, Discovered Asset Import, utility is used for batch registration of non-Unicenter Service Desk Discovered Assets. This utility can be used to search the MDB for assets that were registered by other software products and register them as Unicenter Service Desk assets, so they can be used in Unicenter Service Desk. This is an interactive batch process. The logic is similar to Discovered Assets dialog that can be launched from Asset Search/List web form. This program will query the ca_logical_asset, ca_asset, and ca_logical_asset_property tables, using various parameters, and attempt to register new Unicenter Service Desk Assets from the discovered values. Notes: If the processing results in a blank Asset Label, the value found for the Host Name or DNS Name will be used as the Asset Label. Assets must have at least a Label and Asset Class to be registered for use in Unicenter Service Desk. Two queries are performed to select the appropriate records to process, because of the structure of the MDB and Unicenter Service Desk architecture. This could affect performance. The first query retrieves the rows from a join between the ca_logical_asset and ca_asset tables that match label, serial number, tag and hostname. Then for each resulting row, a query is performed against ca_logical_asset_property to match dns_name and mac_address. The asset from the first query is chosen for registration if the second query results in rows being returned.

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Step 2: Monitor Event Console Messages

The basic Unicenter Service Desk installation automatically monitors status changes of monitored objects and the addition of new managed objects. You can set up your environment to use AHD.DLL to monitor console messages on Windows and send event messages to the Unicenter Service Desk server. AHD.DLL is the recommended method for sending events to Unicenter Service Desk. However, other methods are available when the event console is running on a UNIX system. Event Management in Unicenter NSM lets you identify events to which you want to respond and specify one or more actions to initiate automatically. After you define a message and an associated action, the action is performed automatically whenever the event is encountered. After integration with Unicenter Service Desk, when the event message occurs, you can send generic event data to Unicenter Service Desk to: Create new requests or update existing requests Create and post announcements on the Unicenter Service Desk scoreboard The following sections describe how to perform these tasks. However, you should begin by using AHD.DLL to create a Unicenter NSM msg_action record and then using the cawto command to pass that message record to the event console. Note: Use the default filter (see page 78) and writer rules provided with Unicenter Service Desk until you are sure that your system is integrated. Do not modify or remove the default rules until you have witnessed Unicenter NSM events creating requests.

Send Generic Event Data (UNIX Only)

You can use the uniconv daemon in a message action in Unicenter NSM Event Management to send generic event data to filter daemons in Unicenter Service Desk. Generic event data can then be used to generate requests automatically in the same manner as AHD.DLL is used on Windows. This is the preferred method on UNIX.

Post Announcements Automatically

When you have Unicenter Service Desk integrated with Unicenter NSM, you can create and post announcements on the Unicenter Service Desk scoreboard from Unicenter NSM.

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Step 3: Filter Unwanted Events

After you set up integration correctly and events are creating or updating requests as defined, you can modify your filter rules to filter out unwanted events. You may encounter problems (see page 99) using the integration. The following list provides some tips for coding filter rules: If you change your filter rule at any time, you must recycle Unicenter Service Desk. Use the default writer rules while testing your filter rules. When coding the node_ID, user_ID, or event_ID parameters in the filter rule, you must match the case of the incoming event. To ensure that you have the case specified correctly, create an event in Unicenter NSM on the parameter you are testing. This creates a request with the information you need. Match the case on the request with the case in your filter rule. This includes the case of incoming console messages. When you are coding a filter rule for a specific event, the incoming text on the event may have the following format: Object_Status_Updated minor. Code your filter rule to look for the following text:
tng:::*:::*:::Object_Status_Updated.*minor.*:::(0,1)

Blanks in the event may actually be unprintable characters. You should code the filter to include one or more characters with a period and asterisk (.*), instead of the blank space ( ). You should also include .* at the end of the event for any unprintable characters that may be at the end of the event text. To ensure the filter works when you are coding more than one parameter on it, such as combining the node_ID, user_ID, and event_ID, you should code only one to begin with and make sure it works. Then add the next parameter, make sure it works in conjunction with the other parameter, and so on, until finished. For ease in debugging, order your filter rules from the most specific at the beginning of the file, to the most general at the end of the file. Event writer rules follow the same set of debugging practices as filter rules. If you are using the CR_CREATE action and you have included a template, ensure that the template exists.

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Filter Events Automatically

You can configure Unicenter Service Desk to automatically create requests for error and event messages generated by network devices and other event sources. Defining how events are filtered lets you automatically detect when an event occurs and initiate the actions specified for handling that event. This can improve overall operating efficiency and reduce the potential for error. You can configure Unicenter Service Desk to: Filter events based on host, content, type, and other information from Unicenter NSM Create requests automatically for error and event messages generated by network devices Execute commands automatically in response to an event To automatically filter events, you must: Define filter rules that identify the events that require special handling Define event writer rules that identify the actions to perform automatically when these events are encountered Filter and event writer rules use a generic event data (see page 79) structure to receive and send data. They are defined using a text editor and stored and edited on the Unicenter Service Desk server only. Any event is eligible for processing by filter and event writer rules. Some examples of events you may want filter and event writer rules to process are: Hardware failures Failures of scheduled batch processes Excessive CPU usage High paging rates Unusual file activity Unusual security conditions You can configure any number of filter daemons, event writer daemons, and event sources on different machines (see page 97). The locations and relationships of these elements are stored in the topology file on the Unicenter Service Desk server. Note: When integrated with Unicenter NSM, you can use the uniconv daemon to automatically generate requests (this is the preferred method for UNIX). uniconv is used in a message action in Unicenter NSM Event Management.

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Generic Event Data

Information about events is communicated using a generic event data structure. The generic event data structure consists of the following data elements: Source Type Identifies the format for the rest of the event. Node ID Identifies the device name or ID. User ID Identifies the user name or ID (when applicable). Major Source Identifies the source application ID. Minor Source Identifies the agent of event or further delineation. Date/Time Identifies the event date and time. Event ID Identifies the source event string that triggered the event. Event Data Identifies the associated event data. Severity Identifies the measure of the events importance. Handle Identifies the daemon-supplied string resulting from rules. Handle Source Identifies the daemon identifier that assigned the handle. Handle Status Identifies the status as create, update, or terminate. Status Count Identifies the number of updates.

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Set Up Filter Rules

Filters receive information from event sources that can then be passed to event writers. Since network devices generate hundreds of event messages, you can use filter rules to isolate those that can be used to create requests. Filter rules let you: Determine which network events or traps to report and how. Control what happens when each type of event or trap is reported. Valid actions include ignoring, reporting on, and marking. When integrated with Unicenter NSM, filtering lets you manage events from all systems managed by Unicenter NSM, which can include SNA and TCP/IP networks. By filtering events, you can retrieve specific information about a particular node, user, or workstation, and then pass that information to event writers. You can define event filter rules to screen for your particular needs, helping you identify suspicious events and correct them before they cause problems. Note: It is helpful to be familiar with UNIX regular expressions when writing filter rules. You can also use UNIX regular expressions on Windows.

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Define Filter Rules

Filter rules use UNIX regular expression matching to determine if an event has a matching filter rule and blocks events that do not filter. A special filter (ID=5) passes the incoming generic event unchanged to the writer. The filter passes only filtered events and assigns a handle source of filter and handle status of create, update, or terminate. Unicenter Service Desk uses the major source, event ID, node ID, and user ID fields from the generic event data structure to find a matching filter rule. Important! Filter rules pass information from events to another daemon that uses event writer rules (see page 84), which can automatically create requests. The default filter rule file, tngfilter_rule.dat, is located in $NX_ROOT/site/eh/IP (UNIX) or installation-directory\site\eh\IP (Windows) on the Unicenter Service Desk server. $NX_ROOT or installation-directory is the directory where you installed Unicenter Service Desk and IP is the IP address of the machine on which the filter resides. Typically, this is the Unicenter Service Desk server. This file also contains many comment lines that show you how to set up various filter rules. Comment lines begin with the pound sign (#). Use a text editor to view, update, and save the filter rule file. However, do not use an editor that leaves extra formatting characters in the file. We recommend WordPad for Windows users and vi for UNIX users.

Syntax (Filter Rules)

The filter rule syntax is:
source_type:::node_ID:::user_ID:::event_ID:::filter

where: Fields in the rule are separated by three colons (:::). You can use an asterisk (*) as a wildcard character, which means the value of the parameter is ignored when determining whether an incoming event matches the filter rule pattern. Note: The first four parameters in the filter rule describe a pattern to compare against incoming events. This pattern is used to determine if the filter specified in the last parameter of the rule should process an incoming event.

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Parameters (Filter Rules)

source_type Specifies the type of source directing events to the filter. The major source field of the incoming event is compared to the value in this parameter. The type of converter that is sending events to the filter generally determines the value of this parameter. Valid values are: uni Identifies the UNIX Unicenter NSM converter. tng Identifies the Windows Unicenter NSM converter. If an incoming event matches several rules when source types and event IDs are compared, then node IDs are compared. node_ID Specifies the node ID where the event originated. This parameter must exactly match the node ID of the incoming event, or this filter rule is not used. An asterisk (*) indicates that the node ID is ignored when determining if an incoming event matches this filter rule pattern. Rules that match the node ID of the incoming event take precedence over rules that have asterisk (*) specified for node ID. If an incoming event matches several rules when source types, event IDs, and node IDs are compared, user IDs are compared. user_ID Identifies a user associated with the event. Use this parameter to execute a particular action for events from a specific user. Note that many events will not have specific users associated with them. This parameter cannot contain a UNIX regular expression. You must supply an exact user ID or an asterisk. An asterisk (*) is the default and indicates that the user is ignored in selecting the rule. Rules that match the user ID associated with the event take precedence over rules that have asterisk (*) specified for user ID. event_ID Specifies the event identifier. You can use a UNIX regular expression. A period and an asterisk (.*) matches any event name. For example, you can specify [Aa].* to match any event that starts with uppercase or lowercase a.

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If the event_ ID parameter is simple text (not a regular expression), it must exactly match the generic events event ID. Partial matching does not count. If the event_ID is a regular expression, the length of the regular expression match is used to determine how well the event filter rules event_ID matches the generic events event ID. If an incoming event matches several rules when source types and event IDs are compared, node IDs are compared. filter Specifies which filter to use to process the incoming event and the parameters that the filter uses. The format is:
(filter_id, filter_parameter1, filter_parameter2, )

Valid values for filter_id are: Value=0 Report all events Value=2 Ignore events that occur infrequently Value=3 Ignore outages shorter than the length specified in filter_parameter1 Value=4 Ignore bursts shorter than the length specified in filter_parameter1 Value=5 Pass all events to destination without modification The number of filter parameters varies for each filter_id, as the following table shows:

filter_I D 0

filter_parameter1 0=no, 1=yes Indicates whether events should always be reported as separate problems.

filter_parameter2 None

filter_parameter3 None

Number of occurrences Interval Specifies the number of times an event must occur during an interval to be important. Specifies the elapsed time, in seconds, during which an event must occur to be important.

0=no, 1=yes Indicates whether events should always be reported as separate problems.

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filter_I D 3

filter_parameter1 Interval Specifies the elapsed time, in seconds, during which an event must occur to be important.

filter_parameter2 0=no, 1=yes Indicates whether events should always be reported as separate problems. 0=no, 1=yes Indicates whether events should always be reported as separate problems. None

filter_parameter3 None

Interval Specifies the elapsed time, in seconds, during which an event must occur to be important.

None

Note: The first four parameters in the filter rule describe a pattern to compare against incoming events. This pattern is used to determine if the filter specified in the last parameter of the rule should process an incoming event.

Set Up Event Writers

Event writers specify what Unicenter Service Desk should do when it detects an important event from the network. The event writer uses converted events (events using the generic event data structure) from an event source and events that have passed through a filter to create requests. Using event writers, you can: Identify the type of event received from an event source Specify the action to perform when the event writer receives events of this type. Valid actions include: Creating new requests Updating existing requests Executing a command

Indicate whether logging occurs

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Define Event Writer Rules

When Unicenter Service Desk is installed, a default configuration is supplied that runs on the Unicenter Service Desk server. This default configuration sets up a single event source, filter, and writer, and has a filter rule that passes all events to the writer. The default writer rule creates requests for all events that it receives. The default writer rule file, tngwriter_rule.dat, is located in $NX_ROOT/site/eh/IP (UNIX) or installation-directory\site\eh\IP (Windows) on the Unicenter Service Desk server. $NX_ROOT or installation-directory is the directory where you installed Unicenter Service Desk and IP is the IP address of the Unicenter Service Desk server. You can view the contents of this file to see the default writer rule definitions and comments describing the format of the writer rules. The comments are at the beginning of the file, and the writer rules are at the end. Comment lines begin with the pound sign (#). Use a text editor to view, update, and save the writer rule file. However, do not use an editor that leaves extra formatting characters in the file. We recommend WordPad for Windows users and vi for UNIX users.

Syntax (Event Writer Rules)

The event writer rule syntax is:
event_ID:::device:::user_ID:::majorSrc:::minorSrc:::action:::template::: command:::logging:::event_token:::user_parms

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Parameters (Event Writer Rules)

event_ID Specifies the event identifier to which the event writer rule applies. You can use a UNIX regular expression. A period and an asterisk (.*) matches any event name. For example, you can specify [Aa].* to match any event that starts with uppercase or lowercase a. If the event_ ID parameter is simple text (not a regular expression), it must exactly match the generic events event ID. Partial matching does not count. If the event_ID is a regular expression, the length of the regular expression match is used to determine how well the event writer rules event_ID matches the generic events event ID. device Specifies the name of the object, which is typically a device or host associated with the event. A period and an asterisk (*) is the default and indicates that the source object is ignored in selecting the rule. If an incoming event matches several rules when source types and event IDs are evaluated, devices are compared. Rules that match the device of the incoming event take precedence over rules that have asterisk (*) specified for device. If you have defined rules for assigning device names, this parameter can be useful. For example, if you name devices located in the United States USxx, you can specify US.* in this parameter to execute a particular writer action for events from devices in the United States. user_ID Identifies a user associated with the event. Use this parameter to execute a particular action for events from a specific user. Note that many events do not have specific users associated with them. This parameter cannot contain a UNIX regular expression. You must supply an exact user ID or an asterisk. An asterisk (*) is the default and indicates that the user is ignored in selecting the rule. If an incoming event matches several rules when source types, event IDs, and devices are evaluated, user IDs are compared. Those rules that match the user ID associated with the event take precedence over rules that have asterisk (*) specified for user_ID. majorSrc Automatically displays the major type of source directing events to the event writer. This parameter is required. Its value is determined by the event source. For events from Unicenter NSM on Windows, the value must be tng. For events from Unicenter NSM on UNIX, the value must be uni.

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minorSrc Automatically displays the minor type of source directing events to the event writer. For events from Unicenter NSM, this parameter contains the event type. Use an asterisk (*) to accept all events. action Specifies the action that occurs when the event writer receives this type of event using one of the following values: CR_CREATE Write a new request for each event. CR_UPDATE Update an existing request or requests (if they exist), or create a new request if no requests are found. By default, records are located by matching on the log_agent and affected_resource attributes. The user can override the defaults by specifying a list of any request attributes. CR_UPDATE_ONLY Like CR_UPDATE, except a new request is never created when no matching requests are found. COMMAND Execute the command specified in the command parameter. Note: If Unicenter Service Desk cannot access a request or change order, it attempts the update again after a fixed interval. template Specifies the name of a request template to use to create a request. This parameter is not required and is ignored if the action is not CR_CREATE. Note: The request template must be created before the rule is defined. command Specifies the command to execute if the action parameter value is COMMAND. Substitution arguments, as the following table shows, can be incorporated into the command. The arguments are replaced by their realtime values when the command is executed: &node The device name or node identifier &user The user name or ID &date The event date

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&time The event time &event-id The source event string that triggered the event &data The associated event data &sev A measure of importance for the event &major-src The source application ID &minor-src The agent name or further delineation of the event &handle The daemon-supplied string resulting from rules &src-handle The daemon identifier that assigned the handle &status-handle The status of the handle (valid values are create, update, or terminate) logging Specifies whether logging occurs, using one of the following values: NONE No logging, other than normal error logging, occurs. NONE is the default value. PDM Logging occurs in the Unicenter Service Desk log (stdlog.0) in its internal generic event format. For more information, see Unicenter Service Desk Log (stdlog.0) Syntax in this chapter. SYS Logging occurs in the UNIX syslog, which can be forwarded to the Unicenter Console. The event is assigned a message ID (CAPD ....13) to allow event processing from the Unicenter Console. BOTH Logging occurs in the Unicenter Service Desk log (stdlog.0) and the UNIX syslog.

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event_token A 30-character user-defined tag that identifies a specific request associated with an event_id (tng event message) or all messages like an event_id (for example, a wildcarded event_id). event_token is a request attribute and is stored in every request generated by the Unicenter NSM interface. If no event_token is specified in the writer rule, the string tng_generated is used. This lets the user update all requests that match the event_token attribute. For example, two different messages for the same asset can update unique requests. Each CR_UPDATE writer rule specifies the unique message parts and a unique event_token. The event_token is used to find and update the matching request. By default, an activity log containing the message is added to the matching request. In another example, the user can update the status attribute (for example, set status=CL (closed)) in an existing request by specifying the same event_token in the CR_UPDATE writer rule that was used when the request was created using a CR_CREATE writer rule. For example, the first writer rule below causes the writer process (tngwriter) to create a call request with an event_token equal to SystemCritical whenever it receives a NSM event identified by the string Event1. The second writer rule causes the writer process to update the status value to CL for all call requests with an event_token equal to SystemCritical whenever it receives a NSM event identified by the string Event2.
Event1:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE:::SystemCritical::: Event2:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE:::SystemCritical:::%SEARCH =EVENT_TOKEN;%STATUS=CL

user_parms Contains the following types of information: Request attribute values Request attribute values are specified using the following syntax: %ATTRIBUTE=value, where ATTRIBUTE is an attribute name identified in text_api.cfg that maps to a Unicenter Service Desk Majic call request attribute. This file is located in NX_ROOT/site (UNIX) or installation-directory\site (Windows). For more information about text_api.cfg and how Unicenter Service Desk uses the Text API to create requests from Unicenter NSM, See the chapter Creating Objects using Text API in the Administrator Guide. Note: If you use multiple keyword/value pairs, separate each one with a semicolon (;).

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For example, the writer rule below causes the writer process (tngwriter) to create a call request with assignee equal to mccda04 and customer equal to nsm whenever it receives a NSM event identified by the string Event4.
Event4:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::%ASSIGNEE=mccda04;CUS TOMER=nsm

A list of request attributes to match when updating existing request records The syntax for the list of attributes to match is specified as follows: %SEARCH=attribute1[, attribute2], where SEARCH is a fixed keyword and attribute1, attribute2, and so on are ATTRIBUTE names specified in the text_api.cfg. See the chapter Creating Objects using Text API in the Administrator Guide for more information about text_api.cfg and how Unicenter Service Desk uses the Text API to create requests from Unicenter NSM. The default search list of attributes is "asset_name" (DEVICE or UUID) and LOG_AGENT. The SEARCH keyword adds attributes (to match on) to the default search list. The SEARCH_EXPLICIT keyword completely overrides the default search list. Only the list of attributes following the SEARCH_EXPLICIT keyword are used to search for a call request. For example, the writer rule below causes the writer process (tngwriter) to update the status value to CL for all call requests with assignee equal to mccda04 whenever it receives a NSM event identified by the string Event2.
Event2:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE:::SystemCritical:::%SEARCH =ASSIGNEE;%STATUS=CL;%ASSIGNEE=mccda04

Note: An attribute in the list of attribute values is used to search on if the attribute is in the SEARCH or SEARCH_EXPLICIT list. If it is not in the search list it is used to set or update the attribute's value in the call request. It cannot be used for both in the same writer rule. Special parameter names that are replaced with their corresponding value from the Unicenter NSM event structure You can use the following special parameter names anywhere in the user_parms string: &message Message text associated with this Unicenter NSM message. &parm AHD.DLL Parm field on Unicenter NSM Message Action Screen.

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&uuid Unicenter NSM universally unique identifier. &device Device (for example, host name) that generated the Unicenter NSM message. &majorsrc The major type of source directing events to the event writer. For events from Unicenter NSM on Windows, the value is tng. For events from Unicenter NSM on UNIX, the value is uni. &minorsrc The minor type of source directing events to the event writer. &node Device (for example, host name) that generated the Unicenter NSM message. &addr The IP address of the host that generated the Unicenter NSM message. &username The user name on the host that generated the Unicenter NSM message. &date An integer representing how long since 1970 the Unicenter NSM message was generated. &time The Date and Time of the Unicenter NSM message (for example, Tue Jul 4 10:23:37 2000). &severity The severity of the Unicenter NSM message. &tag Tag data associated with the Unicenter NSM message. For example, the writer rule below causes the writer process (tngwriter) to create a call request with customer equal to the username value (&username) of the event message whenever the writer receives a NSM event identified by the string Event2.
Event2:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::%CUSTOMER=&username

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Using event_token and user_parms, you can set initial values or update values of all attributes of the request and specify which fields to match when locating records to update. The only restriction is that the description attribute is never updated in an existing call request record. If a record update and the description field are specified, an activity log containing the text of the description is added to the existing record. NSM Message Action Record: ahd.dll AHD_Call <parms...> You can also specifiy data (<parms...>) to the AHD_Call on the NSM message action record that can be used to replace the &Parm parameter specified in your user_parms parameter in your writer rule. In order for the data specified on the AHD_Call to be processed in this way the data (<parms...>) must be preceeded with a '%' character and the &Parm 'special parameter' must be included somewhere in the user_parms field of the writer rule. The following is an NSM message action and a writer rule that work together to cause the writer process to create requests with assignee set to mccda04 whenever it receives a NSM event identified by the string Event3. Ahd.dll AHD_Call %ASSIGNEE=mccda04
Event3:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::&Parm

Service Desk customers migrating from AHD4.5 and earlier may already be using the <parms...> field. For example, you may be using this data to match on Writer rules. You can continue this practice without change. If you want to use both 'old' and 'new' parameters then you must concatenate a '%' character to your 'old' <parms..> data and then follow with 'new' data. For example: ahd.dll AHD_Call old data ahd.dll AHD_Call %new user_parms ahd.dll AHD_Call old data%new user_parms Data before the first '%' charactier is concatenated to the TNG event message which is placed into the Call Request description field. This is how Service Desk has worked in the past. Data after the first '%' character is used to replace the &Parm parameter wherever it is specified in your user_parms parameter in your writer rule.

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Unicenter Service Desk Log (stdlog.0) Syntax

The syntax for entries in the stdlog.0 file is:
genDate genTime genNode genProc PID level codefile linenum msgID :::msgDomain\msgNode::: ::: :::msgGenDomain\msgGenUser:::domainID :::msgDate msgTime:::eventID arg tag::: :::IPaddr:filter:filterNum :::majorSrc::: :::msgSrc:::msgType:::msgSrcNum::: :::platform

where: Fields in the rule are separated by three colons (:::). genDate Specifies the month and day (from the system clock) on which the log incident was generated. genTime Specifies the time (from the system clock) at which the log incident was generated. genNode Specifies the node name that generated the log incident. The value is typically the first eight characters of the generating nodes DNS name. This value is always the same, because stdlog.0 only contains entries from processes running on the same node. genProc Specifies the name of the process (for example, ehwriter) that generated the log incident. The process name is operating environment-dependent, but should correspond to the name that appears in the Task Manager processes list (Windows) or in output from a ps command (UNIX). PID Specifies the numeric process identifier from the Task Manager processes list (Windows) or in output from a ps command (UNIX). The PID is critical when multiple processes are running with the same process name. For example, multiple database agents typically run concurrently with the same process name. level Specifies the programmers estimation of the significance of the message. Possible values include FATAL, EXIT, RESTART, SIGNIFICANT, SEVERE, ERROR, MINIMUM, WARNING, INFORMATION, MILESTONE, TRACE, and VERBOSE. codefile Specifies the name of the code source file from which the message was generated.

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lineum Specifies the number of the line in the code source file at which the message was generated. msgID Specifies the ID assigned to a TNG event. msgDomain Specifies the name of the domain from which the message originated. msgNode Specifies the name of the node from which the message originated. msgGenDomain Specifies the domain from which the user identified by the msgGenUser value generated the TNG message. msgGenUser Specifies the user ID of the user that generated the TNG message. domainID Specifies the ID of the domain from which the TNG message was generated. msgDate Specifies the month and day (from the system clock) on which the TNG message was generated. msgTime Specifies the time (from the system clock) at which the TNG message was generated. eventID Specifies the source event string or sed-style regular expression that triggered the event. arg Specifies a variable entered in the text string of a message action. For example, if the text field on a message action is entered as ahd.dll AHD_Call help me, the argument in stdlog.0 appears as args=help me. tag Specifies tag data associated with the TNG message. IPaddr Specifies the IP address of the host that generated the TNG message. filter Specifies the process name for the filter rule file.

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filterNum Specifies the number of the filter rule file. majorSrc Specifies the major source (or converter type). This is a string that identifies the source application ID. That is, whether events come from Unicenter TNG for Windows (in which case the value is tng), from Unicenter for UNIX (in which case the vale is uni), or from an internal daemon (in which case the value is -). msgScr Specifies the message source. Possible values are CNV (converter), FLT (filter), NOS (no source), and WRT (writer). msgType Specifies the message type. Possible values are CRT (create), DSC (discovery), TRM (terminate), and UPD (update). msgSrcNum Specifies the message source number. platform Specifies the operating environment from which the message originated. Possible values are AIX, AS400, DECOSF1, DGUX, DYNIX, HPUX, IRIX, MISERVER, MPRAS, MVS, NETWARE, SINIX, SOLARIS, SVR4MP, TANDEM, UNIXWARE, WNT (Windows), or any value defined by the UNIX agents.

Load Writer Rules

When you modify or define writer rules, you can load them without recycling the Unicenter Service Desk server or any of the support processes, such as the Unicenter NSM converter or the filter and writer daemons. To do this, use the wrtrule utility. You can also use this utility to write existing writer rules to a file.

Syntax (Loading Event Writer Rules)

The syntax for loading event writer rules is:
wrtrule [-v] -c addr [-r rule_file] [-d dump_file]

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Parameters (Loading Event Writer Rules)

-v Specifies verbose mode, so feedback displays as the utility executes. -c addr The name of the event writer as shown by slstat. -r rule_file The name of the text file containing the events to load. -d dump_file The name of the file where you want the current event writer rules written. The following types of information are written to the file: Pending event messages Network resource information in the process of being retrieved Event writer rules Note: Although both -r rule_file and -d dump_file are optional, you must specify one or the other. You can specify both, in which case new rules load first.

Description
If the event writer is handling one or more Unicenter NSM event messages when it receives a request to load new writer rules, the load is delayed until the writer completes the current messages. For example, the writer may be processing an event because it is waiting for network resource (asset) information. In this case, the load message is delayed until this information has been retrieved and the request for a Unicenter Service Desk call request has been generated. A request to write the current event rules to a file, however, is performed with no delay.

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Maintain Filtered Events

The relationships between filter and event writer daemons and event sources on different machines are maintained in the topology file, topology.cfg, in the $NX_ROOT/site/eh directory (UNIX) or installation-directory\site\eh directory (Windows) on the Unicenter Service Desk server. The topology file lets you determine and maintain the entire event handling system from one location. Instead of going to multiple clients, you can edit files in a single location and determine the topology of the entire event handling system. Use a text editor to view, update, and save the topology.cfg file. However, do not use an editor that leaves extra formatting characters in the file. We recommend WordPad for Windows users and vi for UNIX users. The $NX_ROOT/site/eh directory (UNIX) or installation-directory\site\eh directory (Windows) on the Unicenter Service Desk server also includes filter and event writer rules. A sample topology file is as follows:
# maple:uniconv maple:tngcnv maple:tngfilter maple:tngwriter uniconvert tngcnv filter_nxd ehwriter maple:tngfilter uni tng

maple:tngfilter maple:tngwriter -

The format of the topology file is:

name cmd [dest-name] [converter-type]

where: name Specifies the host and the unique name of the event-handling daemon in the format hostname:daemon-name (for example, ws2:uconv). The daemon-name appears in slstat. cmd Specifies the name of the executable in the $NX_ROOT/bin directory (UNIX) or installation-directory\bin (Windows), such as tngcnv, uniconvert, filter_nxd, or ehwriter. dest-name Specifies the daemon that receives the generic events from this daemon (for example, ws2:filter1 and ws3:wrtr). Event writer daemons do not have destination daemons. All daemons should also have a record in the topology file. converter-type Specifies whether events come from Unicenter NSM for Windows (tng), Unicenter NSM for UNIX (uni), or from an internal daemon (-).

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Example
To automatically create requests when a critical status appears on the Unicenter NSM WorldView map, the Unicenter Service Desk administrator (Ken) must create an event filter rule to identify the events to which he wants to respond. He must also create an event writer rule to specify the action to perform when events of this type are received. Ken decides that he will use one simple filter rule at first. Then, as he becomes more familiar with the system, he will use a more complex set of rules. He decides to capture each critical event from U.S. servers. His system uses the convention that names all servers located in the contiguous United States as usaxxx, so this is very simple. Ken first edits the tngfilter_rule.dat filter rule file in the $NX_ROOT/site/eh/IP directory on the Unicenter Service Desk server, where IP is the IP address of the Unicenter Service Desk server. He uses the UNIX vi editor, although he could use any text editor that does not add extraneous control characters (we recommend that Windows users use WordPad to edit files). In the tngfilter_rule.dat file, the pound sign (#) is the comment character. Any characters after the pound sign are ignored when the rules are read. Most of the lines in Kens tngfilter_rule.dat file are commented out, but he notices the following lines:
# Report All Events (separately) uni:::*:::*:::.*:::(0,1) tng:::*:::*:::.*:::(0,1)

These lines constitute an open filter; that is, a filter that will pass all events to the event writer. Ken changes these lines to:
# Report All Events (separately) # uni:::*:::*:::.*:::(0,1) tng:::*:::*:::Object_Status_Updated.*Critical.*:::(0,1)

Ken comments out the uni line because he is currently interested only in Windows Unicenter NSM events. He enters Object_Status_Updated.*Critical.* in the event_ID field in the tng line because he wants the filter to pass only Object_Status_Updated.*Critical.* events. Unicenter NSM generates Object_Status_Updated.*Critical.* events when the state of an object becomes critical. After saving the filter rule file, Ken edits the tngwriter_rule.dat writer rule file found in $NX_ROOT/site/eh/IP on the Unicenter Service Desk server, where IP is the IP address of the Unicenter Service Desk server.

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As with the filter rules, most of the lines in the file are comments. The last two lines in the file show the default writer rule definitions. Ken wants to pay attention to events from Windows Unicenter NSM only, so he comments out the first of these two lines. Ken formats the second line following these steps: 1. 2. 3. 4. 5. 6. He has already set his filter to pass only critical events, so he leaves the event ID open with .*. He wants to accept events from U.S. servers only, so he enters usa.* in the device field. He wants to accept events from any user, so the user field remains asterisk (*). He wants to write a new request for each critical event, so he leaves CR_CREATE in the action field. He has already entered a suitable request template in the system, so he enters its name, CriticalTemplate, in the template field. He does not want any other logging done, so the logging field remains NONE.

Here are the results of Kens edit:

# .*:::.*:::*:::uni:::*:::CR_CREATE:::::::::NONE .*:::usa.*:::*:::tng:::*:::CR_CREATE:::CriticalTemplate::::::NONE

Ken saves the writer rule file, and then recycles the Unicenter Service Desk server. He is ready to receive events and write requests automatically.

Step 4: Troubleshoot Error Messages

This step contains information to use when troubleshooting error messages that may occur when integrating, configuring, and using Unicenter NSM with Unicenter Service Desk. Areas discussed in this step include: 2D/3D Map and Unicenter Explorer Error Messages (Windows Only) Reviewing the Server Configuration Checking the Slump Connection Logging

2D/3D Map Error Messages (Windows Only)

Under certain circumstances, the integration portion of the 2D/3D map and Unicenter Explorer can produce Unicenter NSM errors, which are explained in this section.

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TNGWV object create failure= x

Reason: This error typically occurs when the integration script is executed multiple times without first running deintegration (x represents a number). Action: To deintegrate, then integrate, Unicenter Service Desk with the Unicenter NSM 2D/3D map and Unicenter Explorer, follow these steps: 1. At the command line, enter:
installation-directory\bin\deintahd.exe

2. 3. 4. 5. 6. 7. 8.

Open the Unicenter NSM Object Browser. Locate and click Method to display a list of methods. If any AHD Methods are listed in the name column, select Delete from the Object menu to remove them. Click Popup_Menu to display a list of menus. If any AHDManagedObject exists under the name column, select Delete from the Object menu to remove it. With Popup_Menu still open, scroll down until ManagedObjects displays under the name column. Search for any ManagedObject that has a method name containing AHD. If any exist, select Delete from the Object menu to remove them.

Click Jasmine_Menu_Action to display a list of Unicenter Explorer methods.

10. If any USPSD menu actions are listed in the name column, select Delete from the Object menu to remove them. 11. Click Jasmine_Menu_Object to display a list of Unicenter Explorer menus. 12. If any USPSD menu objects are listed in the name column, select Delete from the Object menu to remove them. Exit Object Browser. 13. At the command line, enter:
installation-directory\bin\integAHD.exe

Your integration into the 2D/3D maps and Unicenter Explorer should now be successful. Right-click a managed object from the 2D/3D map or Unicenter Explorer, and verify that all of the Service Desk menu options are displayed.

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Couldn't connect to the server - Please check the network and that server daemons are running. (Socket error 10061)
Reason: This is a general connectivity error and occurs if you try to get into Unicenter Service Desk from the Java Client. Action: 1. 2. Ensure that the Unicenter Service Desk daemons or services are running. If so, check the client configuration for correct settings.

CAE0232E-Repository error code 22

Reason: This message indicates that the path to the executable in the method is incorrect. Action: Add installation-directory\bin to your path or modify the exe_name field in the Method list to include the full path to the executable.

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Review Server Configuration

When the Unicenter Service Desk server is on a UNIX or Windows machine and Unicenter NSM is on a different Windows machine, the Unicenter Service Desk server must be up and running. Start the NSM Event Converter service on the Unicenter NSM machine. To ensure the converter is up and running, check the processes using Task Manager. If tngcnv does not appear as a running process after the event converter service was started, check the most recent tngcnv.n or stdlog.n files (located in installation-directory\log). These files provide you with information about why the event converter is not running. When the Unicenter Service Desk server and Unicenter NSM server are on the same Windows machine, the Unicenter Service Desk Service must be up and running. Start the Unicenter NSM Event Converter Service on the machine. To ensure the converter is up and running, check the processes using Task Manager. If tngcnv does not appear as a running process after the Unicenter Service Desk service was started, check the following: 1. Using WordPad, edit the pdm_startup file located in installation-directory\pdmconf. In this file, you will see text similar to the following:
[ procset MAIN_PROCSET] pdm_info sw_ver_ctl bpnotify_nxd PDMBASE PDMBOP FILTERING

If a semicolon (;) is used to comment out FILTERING, remove the semicolon. 2. Moving backwards toward the top of the file, you should see the following text:
[ procset FILTERING ] tngfilter tngwriter ehc ; UNICNV_REPLACE ; tngcnv:NT_ONLY

If a semicolon (;) is used to comment out any of the above options, remove the semicolon. 3. If you made any changes to this file, save them, then recycle Unicenter Service Desk server.

If the event converter still does not show up as a running process, check the most recent tngcnv.n file (located in installation-directory\log). This file provides you with information about why the event converter is not running.

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Filter Error Messages

If your event converter (tngcnv) does not start or your converter is running but no requests are being created, your log files may contain an error indicating why it could not start or report events. You may see one or more of the following error messages:

Cant resolve host name to an IP address

Reason: This message indicates that you are missing host entries on your Unicenter Service Desk machine, your Unicenter NSM machine, or both. This error might also indicate that DNS is not working or is not returning the correct IP address. Action: Check the %SystemRoot%/system32/drivers/etc/hosts file. Your host file must contain an entry for the Unicenter Service Desk machine and the Unicenter NSM machine. After adding the host name, restart the converter (or the Unicenter Service Desk service). An example entry resembles the following:
127.0.0.1 141.202.211.11 141.202.211.12 localhost usbegp11 # Local host loop back # This is the NSM client box # (showing multiple entries)

usbegp12 ahdhost # This is the Service Desk host

Cannot find repository file

Reason: This message indicates that the @NX_REPOSITORY parameter is not set in NX.env (located in installation-directory) on the client. Action: Edit NX.env, add your repository name, making sure that you match the name exactly, save the file, and then restart the event converter.

The dependency doesnt exist or has been marked for deletion

Reason: This message occurs when there is a dependency (probably MSSQL) on the converter that should be removed. Action: Execute regedt32 and open the HKEY_LOCAL_MACHINE -> System -> Current Control Set -> Services -> AHD_Event_Converter tree. Remove the MSSQL dependency (or other as applicable) and restart your Windows server.

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Destination unknown, Queuing events or No topology.cfg file entry for node; queuing event
Reason: This message indicates that the topology.cfg file on the Unicenter Service Desk server must be corrected. Action: Correct the topology.cfg file (see page 97) as necessary, then recycle Unicenter Service Desk and the Unicenter NSM converter. An example topology.cfg file for Unicenter Service Desk on a Windows machine named AHD1 and a Unicenter NSM machine named TNG1 follows:
TNG1:tngcnv AHD1:tngfilter AHD1:tngwriter tngcnv filter_nxd ehwriter AHD1:tngfilter AHD1:tngwriter tng -

Check the Slump Connection

If the Unicenter NSM converter is running and you still do not see any events being created, you should verify the slump connection to Unicenter Service Desk. To do this, enter the slstat command from the command line on the Unicenter Service Desk machine. Look for a slump connection to tngcnv. If you do not find one, the converter is not communicating with Unicenter Service Desk. Recycle the Unicenter NSM converter, and then verify the connection again. If the connection still cannot be found, check the tngcnv.n files (located in installation-directory\log) for errors regarding tngcnv and slump logon.

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Turn On Logging
If the slump logon was successful and you still do not see new events, turn on logging and check the files for an indication that an event has come through Unicenter NSM. You can create an event simply by changing the status on a managed object on the 2D/3D map. To turn on logging, modify the file NX.env file located in $NX_ROOT (UNIX) or installation-directory (Windows) to include the following line:
@NX_LOG_LEVEL_BSTRAP=VERBOSE

You can then monitor the tngcnv.n files (located in installation-directory\log) to determine if events are being passed to Unicenter Service Desk. You should see something similar to the following:
09/17 16:35:58:01 tngcnv 477 MILESTONE convrtr.c 399

Sending 1:::dogwood:::9994011e-2f7e-11d1-a435-00c04fd478c9:::09/17/1997 :::16:35:41:::Object_Status_Updated minor:::BV:141.202.211.0:Segment.1 IP:141.202.211.14 MAC: ::CNV:::CRT:::1::: CNT: LOC: DSC::::3:::tngcnv:1:::tng:::WindowsNT:

In this example, the message indicates that the status on a managed object has been updated to Minor. If you find that events are being passed to Unicenter Service Desk and they appear in the log, double check to make sure that you are using the default filter and writer rules. If not, restore the original default filter and writer files, recycle the server, and create a new event. If you find that events are not being passed to Unicenter Service Desk, make sure that two Unicenter NSM processes responsible for passing event information (canotify.exe and caoprdmn.exe) are executing. If they are not running, start them as described in the Unicenter NSM documentation. If they are running, contact Unicenter NSM Support.

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Service Desk Event Converter

This section applies to NSM Integration on a Windows platform only. The Unicenter Service Desk Event Converter is installed in two different ways when SD configuration is run on a Windows server: As a Windows Service As a part of Unicenter Service Desk Daemon Server from where you can start and stop the converter The Event Converter can be run on a Primary, Secondary or Client-only machine. While you may use either method to start the Converter on the Primary and Secondary servers, it can only be started as a Windows Service on a Client. Note: If the Unicenter Service Desk is shutdown for any reason, you may want to leave the Event Converter running so it can continue to receive messages from NSM. Any messages received from NSM while Service Desk is down will be queued and processed once Service Desk is restarted.

Remove Event Converter from the Daemon manager

The Daemon Manager not only starts and stops the Converter but also restarts the Converter if it stops inadvertently. You can use pdm_status to see whether the Converter is running or not and to determine if it is running on the local or on a remote (Secondary) server. If you wish to use the Windows Service Manager to start and stop the Event Converter, remove the Event Converter from the Daemon Managers startup configuration. To change the startup configuration on a Primary server, change the following line in the pdm_startup file.
tngcnv

so that it reads:
; tngcnv

However, this change would revert when you re-run Unicenter Service Desk Configuration. If you want the change to persist make the same change in pdm_startup.tpl file. To change the startup configuration on a remote (Secondary) server use the pdm_edit facility. For more information on running pdm_edit, see the chapter "Configuring the Web Interface" in the Administrator Guide.

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Remove Event Converter from Windows Service

If you wish to use the Daemon Manager to start and stop the Event Converter, use the following command to remove the Event Converter from the Windows Service:
tngcnv u

To re-install the Event Converter as a Windows Service use the following command:
tngcnv -i

Leverage NSM to Unicenter Service Desk Integration

The section provides an example of how to leverage the integration between Unicenter NSM and Unicenter Service Desk. The example offers a sample approach for configuring this out-of-box functionality and is not intended to suggest that it is the only way to accomplish this task.

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Example: NSM Message Records/Actions with Limited Content

Two Message Records, CFNEW and CFUPDATE, written with a single message action each, are the cornerstone in this example for integrating NSM to Unicenter Service Desk (sample files are also included). For a clean, compact, robust and easy-to-maintain integration, you can leverage the strength of the following: tngwriter_rule.dat CR_UPDATE and CR_UPDATE_ONLY functions text_api keyword list Note: The example shows how to create Message Records and Message Actions with very little content. The content has been moved into the cawto commands that are illustrated in the examples that follow. You could alternately place the desired parameters and content directly into the text field of the message action, or even use a combination of the two approaches. Sample of the Event Management Message Record The following dialog shows a sample Event Management Message Record that will react to an event containing CFNEW at the start of the event alert:

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Sample of the Message Action List This sample shows the Message Action list that is associated with the CFNEW* Message Record. By double-clicking on this item, you can see the detailed information stored as part of the Message Action.

Note: The next example shows the detailed view where you can see the action field set to EXTERNAL and the text field with the standard integration text value of AHD.dll AHD_Call.

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Sample of a second Message Record (configured to scan for events beginning with CFUPDATE) This sample reflects part of the detail that results from a second Message Record, configured to scan for events that began with CFUPDATE. This Message Record also has an identical Message Action created for it (as illustrated by the previous CFNEW* Message Record):

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Sample cawto Commands that Generate/Update Requests

To use the Message Records previously created, send a message through Unicenter NSM Event Management by using the cawto utility/command provided with Unicenter NSM. The cawto utility/command allows you to create or update a Request using the command formats shown in the two examples that follow. Note: By using this approach, you can capture and reformat (for translation into an expected format for inclusion into Unicenter Service Desk) any alerts of interest coming into the Event Management console. Issue the opreload command on the NSM Event management Console to refresh the NSM Event Message Records and Actions that are stored in memory after creating the previous NSM Message and Action rules. Sample 1: cawto formats for Generating and Updating a New Request Use the following cawto format for generating a New Request:
CAWTO -n <NSM-server-name> CFNEW;%STRING1=KEYWORD1;%CUSTOMER=ServiceDesk;%SUMMARY=Photos required;%CATEGORY=Applications;%DESCRIPTION=Description: Photos required Justification: required by regulations for entry

Use the following cawto format for updating a Request:

CAWTO -n <NSM-server-name> CFUPDATE;%STRING1=KEYWORD1;%STATUS=Closed;%SUMMARY=Cancelled by ServiceDesk

Sample 2: Alternative Cawto formats for Generating and Updating a New Request Use the following alternative cawto format for generating a New Request:
CAWTO -n <NSM-server-name> CFNEW2;%EVENT_TOKEN=KEYWORD2;%SUMMARY=Server Installation Approved;%STATUS=Work in Progress;%CATEGORY=Hardware;%DESCRIPTION=Install new server and level V drops to existing server location within the data center. patch panel in router cabinet Also, install wiring on

Use the following alternative cawto format for updating a Request:

CAWTO n <NSM-server-name> CFUPDATE2;%EVENT_TOKEN=KEYWORD2;%STATUS=Closed;%SUMMARY=Closed by Server Team

Sample Files to Use with the Integration

This section describes the sample files available for your use when integrating NSM to Unicenter Service Desk.

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topology.cfg file
# <remote_node>:uniconv <IP_ADDR_tngcnv>:tngcnv uniconvert tngcnv <IP_ADDR_tngfilter>:tngfilter tng uni <IP_ADDR_tngfilter>:tngfilter -

<IP_ADDR_tngfilter>:tngfilter <IP_ADDR_tngwriter>:tngwriter

filter_nxd ehwriter

<IP_ADDR_tngwriter>:tngwriter

where: <IP_ADDR_tngcnv> The IP Address of the server that is running the Unicenter NSM Event Converter process. <IP_ADDR_tngfilter> The IP Address of the server that is running Unicenter Service Desk. <IP_ADDR_tngwriter> The IP Address of the server that is running Unicenter Service Desk.

tngfilter_rule.dat
This file is not shown because the default has not been modified.

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tngwriter_rule.dat
The tngwriter_rule.dat displays as follows:
# evt id:::dev:::user:::majorSrc:::minorSrc:::action:::template:::cmd:::log:::event_tok en:::user_parms

where: # event id The string or sed-style regular expression. device The string, sed-style regular expression, or '*' or empty. user The string, '*', or empty. majorSrc The string "uni" from uniconverter, or "tng" from tng converter. minorSrc The string or '*'. action The action options. The following options are available: CR_CREATE Write a new request for each event CR_UPDATE Updates an existing request or requests (if any exists) or creates a new request if no requests are found. By default, requests are located by matching on the log_agent and affected_resource (asset) fields. The user can override the defaults by specifying a list of any call request attributes. CR_UPDATE_ONLY This is like CR_UPDATE except that a new request is never created when no matching requests are found. COMMAND Executes <cmd>, identified in the cmd description in this table. template Specifies the name of a request template to use to create a request. This parameter is not required and is ignored if the action is not CR_CREATE. Note: The request template must be created before the rule is defined.

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cmd The command passed to the shellignored on all but COMMAND action. logging The logging options, as shown by the following: NONE No logging (other than error logging). SYS Log incidents to the Unix syslog (Unicenter message console). PDM Log incidents to application log ($NX_ROOT/log). BOTH Log incidents to application log and syslog. event_token (Optional). This is a 30-character user defined tag that is used to identify a specific request associated with an event_id (tng event message) or all messages like an event_id (for example, a wildcarded event_id). event_token is a request attribute that is stored in every request generated by the TNG interface. If no event_token is specified in the writer rule, the string "tng_generated" is used. This allows the user to update all requests that match the event_token attribute. For example, two different messages for the same asset can now update unique requests. Each CR_UPDATE writer rule specifies the unique message parts and a unique event_token. The event_token is used to find and update the matching request. By default, an activity log containing the message is added to the matching request. In another example, the user can update the status attribute (such as, set status=CL (closed)) in an existing request by specifying the same event_token in the CR_UPDATE writer rule that was used when the request was created using a CR_CREATE writer rule. user_parms (Optional) This contains the following three types of information: Request attribute values List of request attributes to match on when updating existing request records Special parameter names that are replaced with their corresponding value from the TNG event structure

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The request values and the list of attributes are specified using a %<KEYWORD>=<value> syntax. If you use multiple keywords/value pairs, you must separate each by a semicolon (";"). Request attribute values are specified using the syntax %<ATTRIBUTE>=<value>, where ATTRIBUTE is an attribute name identified in the text_api.cfg (located in NX_ROOT/site directory), which maps to an AHD majic request attribute. The syntax for the list of attributes to match is specified as %SEARCH=<attribute1>[,<attribute2>.], where SEARCH is a fixed keyword and attribute1 (and so on), are ATTRIBUTE names specified in the text_api.cfg. The following special parameter names can be used anywhere in the user_parms string: &Message The message text associated with this Unicenter NSM message. &Parm The AHD.DLL Parm field on the Unicenter NSM Message Action dialog. &Uuid The TNG universally unique identifier. &Device The device (for example, hostname) that generated the Unicenter NSM message. &Majorsrc The major type of source directing events to the event writer. For events from Unicenter NSM on Windows, the value is tng. For events from Unicenter NSM on UNIX, the vaule is uni. &Minorsrc The minor type of source directing events to the event writer. &Node The device (for example, hostname) that generated the Unicenter NSM message. &Addr The IP address of the host that generated the Unicenter NSM message. &Username The user name on the host where the Unicenter NSM message was generated.

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&Date The integer number representing the time since 1970 when the Unicenter NSM message was generated. &Time The date and time of the Unicenter NSM message. For example, Tue Jul 4 10:23:37 2000. &Severity The severity of the Unicenter NSM message. &Tag The tag data associated with the Unicenter NSM message. Note: The Defining Event Writer Rules topic (see page 85) describes how to use the event_token and user_parms. As an example, using the examples outlined in Sample 2: Alternative Cawto formats for Generating and Updating a New Request the default Event Writer Rules file should be changed from:
*:::.*:::*:::uni:::*:::CR_CREATE:::::::::NONE

To the following:
CFNEW.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH_EXPLICIT=S TRING1 CFNEW2.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH=Event_Tok en CFUPDATE.*:::.*:::*:::tng:::*:::CR_UPDATE_ONLY:::::::::NONE::::::&Parm;%SEARCH_EX PLICIT=STRING1 CFUPDATE2.*:::.*:::*:::tng:::*:::CR_UPDATE:::::::::NONE::::::&Parm;%SEARCH=EVENT_ TOKEN;%STATUS=CL

Note: The %SEARCH_EXPLICIT parameter is used to ensure that when an update is performed, the search looks for a matching Request by comparing the contents of the STRING1 field before proceeding with the update. For more information about text_api.cfg and how Unicenter Service Desk uses the Text API to create requests from Unicenter NSM, see the chapter Creating Objects Using Text API in the Administrator Guide.

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Chapter 8: Change Impact Analyzer Implementation

This chapter explains how to integrate, create and maintain the Change Impact Analyzer.

Service Desk Change Impact Analyzer

Your business is comprised of many interrelated elementspeople, roles, processes, and the resources that support the successful operation of these elementswhich together deliver products and services to your consumers. Often the knowledge of how these elements interrelate and affect your business exists only in the heads of a few key members of your organization. A method is needed to effectively display the relationships between these elements based on current data. By monitoring the status of elements such as configuration changes and faults, the health of your business can be ascertained. Often failure of a component in one part of a business exhibits itself in an unpredictable manner in another part of the business. Having the relationships of the elements that comprise your business mapped in an intuitive graphical form lets you easily determine the root cause of failures. Using the map, what-if scenarios can be analyzed to see what impact an anticipated change will have on your business, or more importantly, what may happen if the change is unsuccessful. Using the Change Impact Analyzer feature, you can do the following: Define the elements of your business Map the relationships between these elements Track the status of each element View and manage relationship information in a hierarchical graphical map

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How the Change Impact Analyzer Works

Change Impact Analyzer works as an integrated feature of Unicenter Service Desk to manage your assets, which are the key elements of your business. Change Impact Analyzer uses Unicenter Service Desk asset information in conjunction with the Unicenter NSM WorldView product, which provides the visual tool to view and manage these business elements and their relationships in a graphical environment. Communication between the Unicenter Service Desk daemon server and WorldView is accomplished utilizing a Windows service routine. This communication allows the transfer and synchronization of asset data between Unicenter Service Desk and WorldView, which is critical to keeping WorldView refreshed with the most up-to-date asset information from the Unicenter Service Desk database. Asset information includes asset status and relationship data. It is this data, when viewed graphically in WorldView, which lets you see the real-time statuses and relationships of assets and identify problems to formulate solutions. You can also introduce changes to the current WorldView map in order to see the impact that changes will have on your organization. Through menu items in the interface, Unicenter Service Desk provides the facilities to export asset information to WorldView, synchronize status information between the two systems, and view and maintain relationship information. In addition, Change Impact Analyzer provides command line utilities that can be run on-demand. Most of these utilities are run automatically during initial setup or can be run directly from the Service Desk interface. They are provided as stand-alone components for flexibility in managing the Change Impact Analyzer integration.

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Install the Change Impact Analyzer Integration

The Change Impact Analyzer feature is integrated into the Unicenter Service Desk. Unlike the earlier releases, you do not need to install a separate patch to use the functionality. The Impact Analysis feature, available from a Change Order, can be used with or without integration with Unicenter NSM WorldView (see page 181). Unicenter Service Desk Change Impact Analyzer integration with WorldView provides these additional benefits: Facilitates building relationships among assets using the graphical tools of Unicenter NSM WorldView. Provides a graphical view of real-time asset status information using WorldView. Facilitates root-cause analysis using the graphical WorldView map. The Change Impact Analyzer and the Unicenter NSM WorldView integration point is currently supported only on the Windows platform. However, it is not necessary that the Unicenter Service Desk must reside on the Windows platform. If your Unicenter Service Desk resides on a platform other than Windows or a Windows system that does not host WorldView, you should complete the following steps before proceeding. Set up a Windows system to host the integration. Install, configure and test a WorldView Administrative client on this new system. For information on completing this process, see Unicenter NSM documentation. Install, configure and test a Unicenter Service Desk Secondary Server with the NSM Integration option on the new Windows Server. As always, you should test this reconfiguration in an environment that is isolated from your production environment. Important! Both Unicenter NSM WorldView and Unicenter Service Desk must be configured and operational before integrating Unicenter Service Desk Change Impact Analyzer and WorldView.

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Configure the Daemon

The Unicenter Service Desk Change Impact Analyzer daemon is responsible for communicating the real-time status information to managed objects in the WorldView repository. To configure the daemon, follow these steps: 1. Use the Unicenter Service Desk pdm_edit utility to configure the Change Impact Analyzer Daemon, pdm_uspnsm_nxd, to run on the new Windows Server. Note: Win client is not a supported configuration. pdm_uspnsm_nxd daemon will require primary or secondary windows server. For further information on how to run the pdm_edit utility, see the appendix "Reference Commands" in the Administrator Guide. Please follow all instructions, including re-running the USD Configuration utility after successfully executing the pdm_edit utility. During the execution of the pdm_edit utility choose the following option: 9. Edit ( C )hange Impact Analyzer. Also, make sure to take the default of primary when specifying the Change Impact Analyzer Host. 2. 3. Restart the Unicenter Service Desk server. Use the pdm_status command to verify that the daemon is running

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The Change Impact Analyzer uses several new Managed Object Classes and associated icons. To verify that these new classes exist, use the Unicenter Class Browser. To use the Unicenter Class Browser go to Start, All Programs, CA, Unicenter, NSM, WorldView, Class Browser. Then, expand the TNGROOT folder, followed by the ManagedObject folder, and finally the UBM folder. You should then see the following:

If you do not see the UBM folder or any of the classes underneath it, then you must use the WorldView Import/Export utility (trix.exe) to load $NX_ROOT\data\svc_ana\ubm0.tng into each WorldView repository that is participating in the configuration. Be sure to recycle the WorldView Manager services as well as the Service Desk pdm_uspnsm_nxd daemon after making changes to the WorldView Managed Object Class.

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Change Impact Analyzer Integration Considerations

When configuring your system environment to support Change Impact Analyzer, you need to be aware of the following considerations. The utilities of Change Impact Analyzer that interface with WorldView use the Worldview API. Currently, the Worldview API is limited to the Windows platform. Since some Change Impact Analyzer utilities require the Worldview API, they too are limited to the Windows platform. The following Change Impact Analyzer utilities use the Worldview API or are only supplied as Windows utility executables: pdm_nsmbmcls.exe pdm_nsmclass.exe pdm_nsmimp.exe pdm_nsmsync.exe pdm_uspnsm_nxd.exe

Change Impact Analyzer requires r11 versions of Unicenter Service Desk or version 6.0 of Unicenter Service Desk with the Change Impact Analyzer patch. Change Impact Analyzer will not work with Unicenter Service Desk versions before 6.0. Change Impact Analyzer works with NSM 3.x WorldView and NSM r11.1 WorldView. Change Impact Analyzer provides for integration with more than one WorldView repository. While it is technically possible to integrate with different versions of WorldView, the results may be inconsistent. The inconsistency is due to the differences in the class names among the various versions of NSM WorldView. Change Impact Analyzer relies on both managed object name and managed object class to uniquely identify WorldView objects. If objects with the same names exist in multiple WorldView repositories, but with different managed object classes, confusion will occur.

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WorldView is inherently case-sensitive. Verify the case for the following: Arguments used in running the various Change Impact Analyzer integration utilities Hostnames in WorldView Change Impact Analyzer Repository records

If you are using NSM 3.x WorldView Administrative clients that are connecting to the WorldView Repository that is integrated with Change Impact Analyzer, the icons for the seven new Managed Object classes will need to be manually copied from $NX_ROOT\data\svc_ana\icons and $NX_ROOT\data\svc_ana\images to the appropriate WorldView directories on the WorldView administrative client machines. Normally, these icons are installed during CIA Integration and will be installed on the machine on which the integration is run. With NSM/CCS r11.1, this will not be a problem because the icons are now being delivered as part NSM/CCS r11.1. Be sure to restart the WorldView services after performing Change Impact Analyzer integration.

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Test the Change Impact Analyzer Integration

To test the Change Impact Analyzer Integration, follow these steps: 1. Select Change Impact Analyzer from the Administration Tab of the Service Desk Administrative interface. There should be a number of nodes listed under Change Impact Analyzer. If Maintain Relationships is the only available option then continue with the rest of this procedure. 2. Install NSM r11.1 WorldView on a separate machine. Note: If you install NSM r11.1 Worldview on the same machine, when you install Unicenter Service Desk on top of WorldView, you may encounter problems with the database. You will need Windows 2003 for NSM r11.1 Worldview. 3. 4. Leave the primary server running. Custom install a Unicenter Service Desk Secondary Server on the machine on which NSM is installed. Choose Unicenter NSM Integration option on the Select Features window. 5. During Secondary Server Configuration, do the following: a. b. Configure to use the primary server. Select Integrate with Change Impact Analyzer option Note: The domsrvr should be running on primary. 6. 7. Run pdm_edit.pl in the PRIMARY server, adding the Change Impact Analyzer. Use the SECONDARY servers hostname when asked. Copy the generated pdm_startup.rmt file to $NX_ROOT/pdmconf, rename it to pdm_startup.tpl, and re-run Configuration on the Primary Server.

To verify the presence of the nodes, login to the Web Interface and select Change Impact Analyzer from Administration Tab, Service Desk, Application Data, Assets. There should be more than one node listed.

Change Impact Analyzer Integration Setup

After you have completed the required installations and configurations, the next step in implementing Change Impact Analyzer is to populate the reference tables with the data needed for integration.

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Change Impact Analyzer Classes

The first table that is populated, by the installation of the Change Impact Analyzer, is the Change Impact Analyzer Class table. This table is used to map Unicenter Service Desk Asset Classes to Unicenter NSM Managed Object Classes. To verify the presence of these classes, login to the Web Interface and select Classes from Administration Tab, Service Desk, Application Data, Assets, Change Impact Analyzer. If you see classes in the Change Impact Analyzer Classes List go on to the Map Change Impact Analyzer Classes to Asset Classes (see page 131) section. If you see nothing in the Change Impact Analyzer Class List, then run the pdm_nsmbmcls utility from the DOS command prompt. It will then read all the Managed Object Classes from the WorldView repository and populate the Business_Management_Class table in Unicenter Service Desk.

If multiple WorldView repositories are being used, and you have created custom Unicenter NSM Managed Object Classes, the pdm_nsmbmcls utility should be run for each of the repositories that you plan on using. Run pdm_nsmbmcls h to display information on the available command line options.

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Change Impact Analyzer Integration Setup

After the Change Impact Analyzer Classes are populated, several additional options will be available in the Unicenter Service Desk Web Client Administration tab for maintaining the Change Impact Analyzer integration.

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Define WorldView Repositories

Change Impact Analyzer integration requires that at least one Unicenter NSM WorldView repository be defined. This record defines the WorldView Repository by hostname and the credentials that the Change Impact Analyzer daemon will use to sign on the repository. To maintain the repository definitions, follow these steps: 1. Click the Repository Configuration option from the Administration, Service Desk, Application Data, Assets, Change Impact Analyzer. The Change Impact Analyzer Repository List appears. If no repository is defined, click Create New to create a new repository. Note: When defining the new repository, you must first save the definition by clicking on the Save button before providing login information on the NSM Credentials tab. Once the repository has been defined go to step 4 of this process. 2. Click the repository link under the Symbol column. The Update Change Impact Analyzer Repository window appears. 3. 4. Edit the repository record by filling in the Symbol and Repository fields. Click NSM Credentials The NSM Credentials window appears at the bottom.

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Click Save. The NSM WorldView Repository definition is saved.

6. 7.

Click Change Repository Login to save the login User-Id and Password for the Repository. Click Test Repository Login to ensure that the credentials are correct.

The Change Impact Analyzer daemon, pdm_uspnsm_nxd, attempts to connect to the Repository. A successful test updates the daemons in-memory cache of repositories and will begin using the new credentials when it needs to communicate with the repository. If you skip this step, the repository is not available until Unicenter Service Desk server is recycled. Note: The User-Id provided must have dbowner rights to the WorldView database for Change Impact Analyzer functionality to work properly. Often WorldView requires that the hostname be uppercase.

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Map Change Impact Analyzer Classes to Asset Classes

The Change Impact Analyzer Classes are mapped to Asset Classes manually using the Change Impact Analyzer Class field or automatically by running the pdm_nsmclass utility. Map Manually To manually map each Asset Class to a Change Impact Analyzer Class, follow these steps: 1. Click Asset Classes option from Administration tab, Service Desk, Application Data, Assets. The Class List window appears. 2. Click the available Class link. The Asset Class Detail window appears. Click Edit to display the Update Class window. 3. Click the Change Impact Analyzer Class to map the asset.

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Run pdm_nsmclass to Map Automatically The pdm_nsmclass utility, run from command prompt, uses a file to map each Asset Class to a Change Impact Analyzer Class. Before running pdm_nsmclass review the sample $NX_ROOT\site\nsmclsmap.dat file, and be aware for the following: Each line in the sample file maps an Asset Class to a Change Impact Analyzer Class. If pdm_nsmclass finds an Asset Class that has no corresponding entry in the nsmclsmap.dat file, it will map the Asset Class to the Component Change Impact Analyzer Class by default. If required, the default Change Impact Analyzer Class can be changed with a command line option. pdm_nsmclass will only update Asset Classes that have no Change Impact Analyzer Class selected. A command line option lets you reset the Change Impact Analyzer Class of all Asset Classes. Run pdm_nsmclass h to display information on the available command line options. If you are running Unicenter Service Desk with a case-sensitive DBMS, such as Oracle, pay extra attention to the case of your entries in nsmclsmap.dat file. The mapping is case-sensitive.

Create Change Impact Analyzer Relationships

To be successful at implementing Change Impact Analyzer, start with careful planning. Organize the elements of your business, considering that the data you get from any system in your organization should always be checked for accuracy. Do not try to map your whole organization at once. Organize your business into manageable sections. Your business is more than IT hardware. The following new Unicenter NSM Managed Object Classes are available to help you represent non-IT related elements: Document Practice Process Service Component Role Person

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Getting Started Examples

You can evaluate the Change Impact Analyzer feature from sample WorldView data located in the $NX_ROOT\samples\assets subdirectory on the Unicenter Service Desk server. It can be loaded using the WorldView Import/Export utility (trix.exe). The compressed sample data file, myco_demo.caz, can be extracted using the cazipxp utility available from CAs SupportConnect web site (http://supportconnect.ca.com (http://supportconnect.ca.com/)). To install the sample WorldView data, follow these steps: 1. 2. Copy myco_demo.caz to a temporary directory on your NSM WorldView server. After changing directories to the temporary directory in a DOS prompt window, extract the sample data file using the command:
Cazipxp u myco_demo.caz

This will uncompress the file myco_demo.tng 3. Load the myco_demo.tng file using the Unicenter NSM WorldView Import/Export Repository utility (trix.exe). For more information on the WorldView Import/Export utility, see WorldView documentation. For the following example, you are the Unicenter Service Desk administrator at the fictitious Myco Company, which recently implemented Change Impact Analyzer. Today, you must add the password reset process to Change Impact Analyzer. The following sections outline the steps necessary to accomplish this task.

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Import Change Impact Analyzer Relationship to Service Desk

After the logical relationships between assets are built in WorldView, the structures can be imported to Unicenter Service Desk as Change Impact Analyzer Relationships. To import the relationships, follow these steps: 1. Right-click on the top-level object of a Relationship in WorldView that you want to import to Unicenter Service Desk.

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Select Read Change Impact Analyzer. The pdm_nsmimp utility is launched to import the Change Impact Analyzer Relationships to Unicenter Service Desk.

Note: The name of the WorldView Managed Object chosen for import will be used as the name of the Change Impact Analyzer Relationship in Unicenter Service Desk.

Planning
Your analysis has determined that the password reset process has two dependant elements, the Password Reset Procedure Document and the Password Reset Administrator Role. The Password Reset Process itself was dependant on the Help Desk Practice, because this is the department that handles the password reset procedures. Help Desk Practice Password Reset Process Password Reset Procedure Document Password Reset Administrator Role

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Create Assets
Using the Asset windows in the Unicenter Service Desk interface, create the appropriate assets to represent the elements of the business.

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Export Assets to WorldView

To export Assets to WorldView, follow these steps: 1. Click Export Assets to NSM from Administration Tab, Service Desk, Application Data, Assets, Change Impact Analyzer in the Unicenter Service Desk Web client. The Export Configuration Items to NSM window appears. 2. Click Add Assets. The Assets to Export Search window appears.

Refine the search criteria to find each of the four assets that were just created. Multiple searches will need to be done to find all the four assets. 3. Select the Assets from the Available Assets list and add them to the Assets to Export list and click OK. The Export Configuration Items to NSM window appears. 4. 5. Select the Target Repository. This is the repository to which the assets will be exported. Select the Target Object folder. This controls the WorldView container in which the assets will be placed. If not specified, the objects will be created in the ManagedObjectRoot folder. Important! Normally any child assets, of the assets that were selected for export, that are found will be exported. The hierarchical relationships will be recreated in WorldView. The Exclude Child Assets options will export only the selected assets and exclude any child assets from the export.

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Click the Export Assets button to start the export process. When the export completes, you are notified.

Once exported, the assets are placed in the ManagedObjectRoot folder in WorldView.

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When assets are exported to Unicenter NSM WorldView, the repository is automatically assigned.

Note: Certain WorldView Managed Object classes require additional, nonstandard Instance Level Properties that can't be anticipated. When the Change Impact Analyzer daemon tries to create Managed Objects using these classes, the creation will fail. The Change Impact Analyzer Daemon attempts to set these Instance Level Properties from corresponding information contained in the Service Desk Asset: Name, Label, IP Address, MAC Address, Description, Contact and Location. Try to avoid using Managed Object Classes such as: IP_Interface, IP_Network, IP_Subnet, LANBus, and Segment which require additional Instance Level Properties.

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Organize Relationships
Now that the assets are in WorldView, you can use the 2D map, in Design Mode, to define the relationships between your business elements by first moving the Help Desk Practice into the Myco Industries Inc folder. This is followed by moving the Password Reset Procedure Document, Password Reset Process, and Password Rest Administrator folders into the Help Desk Practice folder. Then, import this new logical relationship into Unicenter Service Desk by performing the following steps: 1. 2. Right mouse click on the Help Desk Practice folder. Select Read Change Impact Analyzer. The pdm_nsmimp utility is launched to import the Change Impact Analyzer Relationships to Unicenter Service Desk.

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Examine Change Impact Analyzer Relationship in Service Desk

To examine the results of the import in Unicenter Service Desk, follow these steps: 1. Click Maintain Relationships from Administration Tab, Service Desk, Application Data, Assets, Change Impact Analyzer in Unicenter Service Desk Web Client. The Change Impact Analyzer Relationship List appears.

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Check whether the Source Repository is set to the Repository from which it was imported, when the Assets are imported from WorldView. Note: The status in WorldView is considered unreliable. The Change Impact Analyzer data is owned by Unicenter Service Desk. WorldView is used only to display Unicenter Service Desk information.

This example walked you through the following three simple steps of adding the Password Reset process to Change Impact Analyzer for the Myco Company: You defined the business elements by creating the supporting assets in Unicenter Service Desk and exporting them to WorldView. Using the WorldView 2D map, you organized the business elements by defining relationships between them with WorldViews drag-and-drop capabilities. You imported the relationships back to Unicenter Service Desk for use by Change Impact Analyzer.

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The new Action Macros permit the Change Impact Analyzer Status of Assets to be changed automatically.

These macros can be invoked from Service Types for Requests, Change Orders, and Issues. They can also be invoked from Service Types for Incidents and Problems when Unicenter Service Desk is installed in an ITIL format. For Workflow Tasks, the macros can be executed from Behaviors. Change Orders and Issues allow multiple assets to be attached. The macros will update the Change Impact Analyzer Status of all attached assets. The following examples walk you through the processes of using the macros in Service Types and Behaviors.

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Use the Macros in Service Types

To begin using the Macros in a Service Type you need to perform the following tasks: Create a new event Create a new service type and use the event in the service type. Test the event.

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Test the Event

Before testing the Event create a new Request and Assign an asset, which has already been exported to WorldView, to the Request. Save the Request. To test the new Event and see the macros in action, follow these steps: 1. Click the Attach Service Type Event button on the Service Type tab in the Request Detail window. The Attach Service Type Event to Request window appears. 2. Use the dialog to select the new Event and click OK. The display time field appears. 3. Set the Delay Time to 00:00:00 and click OK. The Event will be attached to the Request.

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4. 5.

Right-click on the Service Type Tab of the Request and choose Refresh to update the Attached Service Type Events. Examine the Asset to check if Change Impact Analyzer Status is set to Critical.

If you examine the assets log, there will be an entry showing that the status was changed.

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Examine the WorldView map with either 2D Map or Unicenter Explorer. The color of the corresponding Managed Object has changed to red and the status propagated upwards to the top of the objects.

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Manually change the Change Impact Analyzer Status of the asset back to Normal and click Save to save the changes.

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The status will be automatically updated in WorldView in real-time.

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Create a New Event

To create a New Event, follow these steps: 1. Select Events under Events and Macros option from the Administration tab. The Event List window appears. 2. Click Create New. The Create New Event Window appears.

Enter the Name, Object Type Description and Delay Time, Allow Time Resetting and On Done Event Flag and click Save. Note: Event needs to be saved before attaching condition macros. Once the Event is saved click on Edit to select the condition from the list.

Click Action Information The Action Information window appears.

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Click Update Actions on True. The Macro Search form appears.

Click Search for the Set Asset Critical Requests macro. The Actions on True Update window appears. The list on the left shows the results of the Macro Search. The list on the right shows the Macros assigned to the Event.

Select the action Set Asset Critical Request from Possible Actions list and click the arrow button to add the actions to the macro list, and click OK. The Event Update window appears. 7. Click Save. This creates an Event. This Event can now be used in Service Types if desired. However, you can test the Event without creating a Service Type.

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Use the Macros with Workflow Tasks

The Change Impact Analyzer Macros can be used with Workflow tasks from a Change Order or Issue. Instead of using the macros as actions in an Event, they are assigned as Behaviors to a status of a Workflow Task at the Template level. In the following example, two Workflow Tasks are created for an Issue. When the first task is completed, it sets all the attached Assets to Warning status. This can be used to alert other analysts that changes are in progress to the assets. When the second task is completed, the assets are returned to normal status. To use the Macros with Workflow Tasks, start by creating two new Workflow Task Types. This example will be with Issues. The same procedure can be applied to Change Orders. To create a WorkFlow Task, follow these steps: 1. 2. 3. Click Workflow Task Types from the Administration Tab, Service Desk, Issues in the Web Client. Click the Create New to create a new Task Type. Create the following two Task Types, paying particular attention to the Status Codes that are assigned to the Task.

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Create a new Issue Category from Administration Tab, Service Desk, Issues, Categories to use the new Task Types. Click Create New to create the following category.

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Add the first Workflow Task to the Issue Category. Click the Edit button on the Issue Category form and then go to the Workflow tab. Note: Workflow Tasks and Macros are not available when the CA Workflow engine is used to service the category.

Click the Add Workflow button. The Create New Workflow Task Template window appears.

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Create the following Workflow Template, and then click Accept. The Workflow Template is added to the Issue Category and the window closes returning you to the Issue Category window .

Click the Add Workflow button to add the second Workflow Task Template as mentioned in steps 6 and 7.

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Click Save. The Create New Workflow Template window will close and you are returned to the Issue Category window.

10. Click Save. The Issue Category will look like the following:

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Add Behaviors to Workflow Templates

To add Behaviors to the Workflow Templates, follow these steps: 1. Click the 100 hyperlink in the Sequence column of the Issue Category Detail for the asset warning task. This asset warning Workflow Template Detail window appears.

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Click the Complete status hyperlink. The Behavior template Detail window appears. Note: This example fires the Change Impact Analyzer Set Assets Warning Issue Wf macro when the Workflow Task changes status to Complete.

Click Update Actions on True. The Macro Search window appears.

Click Search. The list on the left shows you the Macros that are available to be added. The list on the Right shows you the Macros that are assigned to the Behavior.

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Select the Set Assets Warning Issue Workflow Macro and click the Arrow button to add it to the list on the right.

Click OK to save the changes. The Behavior Template Detail window appears and the changes are complete.

Close the window. The asset warning Workflow Template Detail window appears.

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Close this window. The Issue Category Detail window appears.

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Click the 200 hyperlink for the asset normal task and select Complete from the Status column of the Issue Category Detail. Follow the steps one through eight to add the Behavior to the second task, only this time add the Set Asset Normal Issue Wf macro to the Behavior Template on the Action to True Update window. Try the new Issue Category by creating a new Issue with the new Category.

The Macros will change the Change Impact Analyzer Status of each of the attached Assets.

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Add Asset to Issue

To attach Assets to the Issue, follow these steps: 1. 2. Click the Asset tab on the Issue Detail window. Click Update Assets. The Asset Search window appears. 3. Click Search to find the Assets that you wish to attach. Fill in some criteria to limit the search if necessary. The Affected Asset Update window appears. Use this window to attach the Assets to the Issue. 4. Click OK to save the changes. The Attach Assets dialog will close and the Issue Detail window appears.

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Click Save to save the Issue. The Assets that were selected are listed on the Asset tab.

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Test Automatic Update

To test the automatic update of the Change Impact Analyzer status, follow these steps: 1. Click the Workflow Tasks tab. This will show the tasks in a Wait status.

Click the 100 hyperlink to update the first Workflow task. The Issue Workflow Detail window appears.

Click Edit. The Update Issue Workflow window appears.

Change the Status to Complete. This will fire off the Change Impact Analyzer Macro.

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Click Save to save the Workflow Task. Then, examine the WorldView map. The icons have changed to yellow.

View the log for one of the assets. There is an entry showing that the Status was changed by a macro.

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Go back to the Issue and change the Status of the second Workflow Task to Complete.

Click Save to save the Workflow Task.

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Now examine the WorldView map. The icons have changed back to normal.

10. Examine the asset log again. There is an entry showing the status was changed back to normal by a Workflow Task.

Logical Repositories in Unicenter NSM r11.1

This section explains how to configure the Change Impact Analyzer with Unicenter NSM 3.x and Unicenter NSM r11.1.

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Configure Unicenter NSM 3.x

When Change Impact Analyzer is configured to integrate with NSM 3.x running on SQL, the Repository field is used to indicate the hostname, which is casesensitive, of the server where the WorldView repository resides. You can use the ping command to verify that the hostname is resolvable. The User-Id and Password fields contain the credentials used to authenticate to SQL Server. The Repository field is located on Change Impact Analyzer Repository Detail form.

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Configure Unicenter NSM r11.1

When Change Impact Analyzer is configured to integrate with NSM r11.1, the Repository field contains the name of the NSM Logical Repository, rather than a hostname.

The Logical Repository contains information for WorldView to use when connecting to the MDB, located either locally or remotely. The credentials used to connect to the MDB are also stored in the Logical Repository. The values entered into the User-Id and Password fields on the Change Impact Analyzer Repository Detail form must match those stored in the associated Logical Repository. The following example shows you how to create a NSM Logical Repository.

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Logical Repositories in Unicenter NSM r11.1

Create a Unicenter NSM Logical Repositories

The Unicenter NSM r11.1 logical repositories are created using the Define Logical Repository utility on NSM Worldview. To create or make changes to the Unicenter NSM r11.1 Logical Repositories, follow these steps. 1. Select Define Logical Repository from Start, Programs, CA, Unicenter, NSM, Worldview. The Unicenter Repository Creation: Greetings dialog appears. 2. Click Next. The Unicenter Repository Creation: Selection dialog appears. 3. 4. Enter the name for the Logical Repository in the Repository Selection field. Click Next. The Unicenter Repository Creation: Access Type dialog appears. 5. 6. Select the Database type from the DBMS Access Type field. Click Next. The Unicenter Repository Creation: Server Name dialog appears. 7. 8. Enter the server and login credentials. If you choose Ingres, the Server Installation Code identifies the Ingres installation (EI). Click Next. The Unicenter Repository Creation: Completion dialog appears. 9. Click Define Repository.

10. Click Finish to confirm Unicenter Repository changes.

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Serialize Changes to Assets

The new asset_only_one_chg option in Unicenter Service Desk enables you to restrict an asset from being attached to more than one active Change Order. This option is managed from Option Manager in the Administration Interface.

After installing this option, the attachment of an asset to a Change Order will fail if the asset is already attached to another active Change Order. An error dialog will appear warning you that the asset is already attached to an active Change Order. When attaching multiple assets, only the assets already attached to other Change Orders will fail. Other assets are not affected.

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Implementation Notes
Status Changes
The Change Impact Analyzer Status of an asset that has been imported from WorldView will automatically be reflected in the WorldView maps.

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When the Change Impact Analyzer Status is changed manually or automatically using the Action Macros, the corresponding WorldView Managed Objects are updated. Normal WorldView propagation rules apply and the status is reflected in the top object of the hierarchy.

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Creating Assets from WorldView Managed Objects

Assets can be created directly from WorldView Managed Objects without the need to first create them in Unicenter Service Desk. Create a Managed Object in the NSM WorldView 2-D map while in Design Mode. Then import to Unicenter Service Desk by right mouse clicking on the newly created Managed Object and selecting Read Impact Analyzer.

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When the pdm_nsmimp utility is run to import a WorldView Managed Object that does not exist as an asset in Unicenter Service Desk, the utility will create the asset, as well as its corresponding Asset Class (if it too does not yet exist).

The Source Repository will be set to the repository from which the asset was imported. The Repository will also be assigned.

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If the Managed Object was a container, everything inside the container will be imported. The Change Impact Analyzer Relationships are created automatically.

Note: When importing Managed Objects from WorldView, by default the pdm_nsmimp utility limits the number of inclusions (nesting level) that will be examined to 1,000. This can be changed with a command line option on the pdm_nsmimp utility.

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Synchronizing WorldView Status to Service Desk Change Impact Analyzer Status

Sometimes WorldView may become unavailable. When this occurs, Change Impact Analyzer cannot automatically update the Change Impact Analyzer Status of a Managed Object in the WorldView repository. The pdm_nsmsync utility can be run to update the status of all Managed Objects in the WorldView Repositories with the proper Change Impact Analyzer Status of assets in Unicenter Service Desk. This utility processes all assets that are found in existing Change Impact Analyzer Relationships. Assets that are not members of Change Impact Analyzer Relationships are not processed. The WorldView Status in each repository that is assigned to the asset is updated with the assets Change Impact Analyzer Status. Only the status of existing WorldView Managed Objects will be affected. Nothing will be imported, exported, moved or removed. Note: If the number of assets participating in Change Impact Analyzer Relationships is large, the performance of a heavily-loaded busy Unicenter Service Desk system or the Unicenter NSM WorldView Repository could be impacted during synchronization.

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The synchronization function can also be invoked from the Administration Interface. You would use the Synchronize Status button:

You will be notified when the synchronization is complete. This could take a few minutes if there are many Change Impact Analyzer Relationships to process.

Recursion Depth
To prevent a possible endless recursion loop when exporting assets to Unicenter NSM WorldView, the child level depth is tracked. This endless loop situation can occur when asset A is a child of asset B, and asset B is a child of asset A. Unicenter Service Desk allows this cyclical relationship, however WorldView does not. By default, the export is canceled if the depth exceeds 99 levels. To change this level, create the NX_UBM_RECURSION_LIMIT variable in the NX.env file on the Unicenter Service Desk server and set it to an integer value.

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NSM Timeout Value

Because the Unicenter NSM Business Management integration between Unicenter Service Desk and Unicenter NSM could potentially span the world, a timeout is used when Unicenter Service Desk communicates with Unicenter NSM. By default, Unicenter Service Desk waits 10 seconds for a response from the pdm_uspnsm_nxd daemon before generating an error. Sometimes, if the Unicenter Service Desk and Unicenter NSM systems are far apart or the Unicenter NSM system is busy, this timeout value could be insufficient. To change this value, create the NX_UBM_NSM_TIMEOUT variable in the NX.env file on the Unicenter Service Desk server and set it to an integer value between 1 and 1000. Then, recycle the Unicenter Service Desk server.

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Maintaining Change Impact Analyzer Relationships in Service Desk

The following steps summarize the process for maintaining Change Impact Analyzer Relationships in Unicenter Service Desk: 1. Create all the necessary assets in Unicenter Service Desk that you want to use in WorldView. If no Change Impact Analyzer repository is assigned, the default used during export will be assigned. Ensure that an asset exists in Unicenter Service Desk with the name that you want to use for the top-level managed object in WorldView. This object will be created in the WorldView Managed Objects folder. All other members of the relationship will be created below this asset. Note: Everything that is to be represented in WorldView must exist as an asset in Unicenter Service Desk. 3. Create the first Change Impact Analyzer relationship record. The top-level object created in WorldView will be labeled with the name of the child asset in this relationship record. This can be referred to as the top level asset. The symbol of the relationship record should match the name of this top level asset. There should be no parent asset in this Change Impact Analyzer relationship record. The absence of a parent asset in a Change Impact Analyzer record signifies the beginning of the relationship structure to Change Impact Analyzer. Create Change Impact Analyzer relationship records to represent relationships between the assets that are subordinate to the asset from the top-level asset. When these assets are exported to WorldView, they will be placed inside the object created from the top-level asset. Be sure to make the symbol of each Change Impact Analyzer Relationship Record the same as in the previous step. This is how Change Impact Analyzer knows which records form a relationship. The parent asset of all these records will be the top-level asset. The child assets of all these records will be the assets that should be placed below the top-level asset. Create the next level of the hierarchy. Create Change Impact Analyzer relationship records to represent the assets that are subordinate to the assets created in the previous step. Be sure to make the symbol of each Change Impact Analyzer Relationship Record the same as in the previous step. The parent asset in these records represents the managed objects that will contain the assets. Repeat this procedure for all remaining levels of the hierarchy that you want to represent. You will need to create Change Impact Analyzer Relationship records for all assets. Only the assets defined as child assets will be exported when exporting Change Impact Analyzer Relationships. This operation will not search asset parent/child relationships. The parent Asset of a relationship is used to place the child asset in the appropriate place in WorldView. Finally export the relationship to NSM.

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Maintaining Change Impact Analyzer Relationships

Change Impact Analyzer Relationships can be created and maintained manually from the Service Desk interface, although this is not recommended. To view and maintain relationships, use the Maintain Relationships menu item on the Service Desk interfaces Administration Tab, Service Desk, Application Data, Assets, Change Impact Analyzer menu.

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The top-level element of a Change Impact Analyzer Relationship is denoted by an entry that has no Parent Asset.

It is not possible to manually delete a single element of a Change Impact Analyzer Relationship. Since the Relationships form a linked-list, permitting the deletion of elements could cause the structure to break, resulting in data corruption. When WorldView Managed Objects are imported, pdm_nsmimp will delete existing Change Impact Analyzer Relationships with the same name if they already exist.

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Chapter 9: Client Installation (Windows)

This chapter explains how to install and configure the Unicenter Service Desk client on a Windows system. Versions prior to r11 of the Unicenter Service Desk interface will not connect to a Unicenter Service Desk server. Note: If your enterprise has purchased and installed Unicenter Software Delivery (see page 269), you can install and configure the Unicenter Service Desk client remotely.

Phase 1: Review System Requirements

Before you begin the installation process, review the Readme included on your installation DVD to determine whether your environment meets the documented software and hardware requirements. You should also review the Installation Considerations section of the Readme.

Phase 2: Install the Client

In this phase, you install a Unicenter Service Desk client on a Windows client machine. You can install the client in one of the following ways: On a local drive from the Unicenter Service Desk client installation media. From a network drive Using the Silent Install feature Using Unicenter Software Delivery (as explained in the appendix Using Unicenter Software Delivery to Install and Configure Windows Clients)

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Install on a Local Drive

Note: This procedure is for installing from the Unicenter Service Desk client installation media. You can also install the client form a network drive, and install silently, without user interaction. To install a Unicenter Service Desk client on a local drive, follow these steps: 1. Log on to the Windows workstation where you will install the Unicenter Service Desk client, and insert the Unicenter Service Desk Windows client installation media in the CD/DVD-ROM drive. The installation process should begin automatically. If it does not, double-click the CD/DVD-ROM drive letter in My Computer, then doubleclick setup.exe and follow the on-screen prompts. 2. After you accept the license agreement, the installation wizard initially prompts you to select the installation location and the shared components, and then to select a typical or a custom installation. Click either option for a brief description. Typical Installs the features needed to run the client. The installation process is automatic and self-explanatory. Custom Lets you select the features you want to install. Select the type of installation and click Next. The Select Features page appears. 3. Select the components to install. If you have a question about a particular component, highlight it to display a brief description. The following options require additional setup and configuration, as indicated: Reporting Select this option to use Microsoft Access or Crystal reporting features to report on your Unicenter Service Desk database. If you install one of these reporting programs, you must install the corresponding runtime option, unless you already have a full version of Microsoft Access or Crystal Reports installed. Otherwise, you will be unable to run the reports. For more information when selecting these options, see Phase 4: Configure Reports and Screen Painter in this chapter. Screen Painter Select this option to use Screen Painter to customize the forms used by the Java Client. Web Screen Painter Select this option to use Web Screen Painter to customize your Web Interface.

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4. 5.

After selecting the appropriate components for your installation in Step 3, click Next. When prompted to Select the Program Folder, select the location where you want to add the program links and click Next. The installation process begins.

When prompted about whether to configure Unicenter Service Desk, select Yes to configure now or No to configure later. Important! Whether you configure Unicenter Service Desk now or later is up to you. Any time you run the setup program, you must configure Unicenter Service Desk before you can use it. For more information, see Phase 3: Configure the Client in this chapter.

The installation process adds a Unicenter Service Desk menu to the Windows Start, Programs menu. It contains commands to access product documentation and the components you chose to install.

Install from a Network Drive

Installing the Unicenter Service Desk client from a network drive is a two-step process: 1. 2. Load the software disk images on a network drive Install the software from the network drive

Note: Before loading the software to the network drive, determine if you have sufficient disk space on the network drive after comparing the image on the installation media. You may want to use a comparison utility.

Step 1: Load the Software Disk Images on a Network Drive

To load disk images for a network installation: 1. Create a directory named usdinst on a shared network drive as follows:
F:\SHARE>md usdinst

Copy the Unicenter Service Desk Windows client installation media to the network subdirectory as follows (where x is your CD/DVD-ROM drive):
F:\SHARE\usdinst>copy x:\*.*

The software is now available for users to install from the network.

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Step 2: Installing the Software from a Network Drive

To install the Unicenter Service Desk client from network disk images, follow these steps: 1. Select Run from the Windows Start menu. The Run dialog appears. 2. Enter the following in the Run dialog, and click OK:
F:\SHARE\usdinst\setup.exe

Follow the procedure in Install on a Local Drive, starting with Step 2. Alternatively, follow the procedure in Install Silently to perform a silent install.

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Install Silently
You can install the Unicenter Service Desk client silently without requiring any user input. The silent install is useful for implementing software delivery or otherwise installing Unicenter Service Desk as part of a batch process. To perform a silent install, you can use setup.exe with the r option set to create a silent installation response file, as follows:
setup_dir\winclnt.32\disk1\setup -r

Using the r option creates a file named setup.iss in your WINNT directory and records in it all the choices you make during the installation process. Note: A setup.iss file containing default settings resides at setup_dir\winclnt.32\disk1\. You can use the setup.iss file as input to install any client by issuing the following command:
setup_dir\setup /s /f1"iss_file" /f2"log_file"

where: setup_dir Specifies the directory where setup.exe resides. This may be a location on your CD/DVD-ROM drive or on a network drive, if you have copied the installation files to a shared drive on your network. iss_file Specifies the full path, including the name of the setup.iss file to use during installation. log_file Specifies the full path, including the name of a log file where the installation process can log information. You can run this command from a batch file, by using the Run command on the Windows Start menu, or from the Command Prompt. Important! After performing a silent install, you must configure Unicenter Service Desk before you can use it. For more information, see Phase 3: Configure the Client.

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Phase 3: Configure the Client

Note: If your enterprise has purchased and installed Unicenter Software Delivery, you can configure the Unicenter Service Desk client remotely. For more information, see the appendix Using Unicenter Software Delivery to Install and Configure Windows Clients. Configuring the Unicenter Service Desk client consists of verifying and completing fields on the Configuration window to define the information necessary to perform the configuration. Selection of a Typical or Custom installation prompts you to specify whether to run configuration: If you answer Yes to the configure prompt, the Configuration window appears automatically when installation finishes. If you answered No to the configure prompt and want to configure now, select Configuration from the Unicenter Service Desk menu (accessible from the Windows Start, Programs menu) to open the Configuration dialog. To configure the client, follow these steps: 1. 2. Enter data in the appropriate fields on Configuration dialog, and click OK. Click help to view information about the fields on the Configuration dialog. If you performed the configuration as part of the installation process, click Finish to complete the installation process.

The Unicenter Service Desk client is now configured on your workstation.

Phase 4: Configure Reports and Screen Painter

If you installed the Reports or Screen Painter options, you must follow the steps in the appropriate section of this phase, depending on the type of database your Unicenter Service Desk server uses and the types of reports you installed. You need only complete the procedures in the sections that apply to your installation. After you complete the appropriate sections, you can run any of the Crystal or Microsoft Access reports that you installed. For more information, see the chapter Generating Reports in the Administrator Guide. You can also use the Screen Painter. For more information, see the chapter Using Screen Painter in the Modification Guide.

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Section 1: Configure Screen Painter or Crystal Reports with Ingres

If you use an Ingres database and have selected the Screen Painter or the Crystal Reports option, you must configure an Ingres virtual node, while an ODBC data source to access the Unicenter Service Desk database is created automatically.

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Step 1: Configure the Database Client Using the Ingres Network Utility
To use the Ingres Network Utility to configure the database client, follow these steps: 1. Select Programs, CA, Ingres (EI), Ingres Service Manager from the Windows Start menu. The Ingres Service Manager window appears. 2. If Ingres is not already running, click Start. The stoplight changes from red to green, indicating that Ingres is up and running. 3. 4. Click Exit to close this window. Select Programs, CA, Ingres, Ingres Network Utility from the Windows Start menu. The Ingres Network Utility window appears. 5. Select Add from the Node menu. The Add Virtual Node Definition dialog appears. 6. Enter data in the following fields. Contact your system administrator for specific information. Virtual Node Specifies the name you will use when you configure the ODBC data source in Step 5 under Step 2: Configure the ODBC Data Source. Enter Help_Desk in this field. User Name Specifies the user ID that you use to log into the Ingres database. Password Specifies the password associated with the user ID you entered in the User Name field. Confirm Password Confirms the password that you entered in the Password field. Node Specifies the name or IP address of the database server. You must be able to ping this server from your PC.

Important! By default, this field's value is the same as the virtual node name. You must change it to match the name or IP address of the database server machine. The database server must be up and running on this machine or the node test in Step 8 will fail.

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Protocol Specifies a communications protocol that you select from the dropdown list. In most cases, you can use the default selection, wintcp. If you have a question about which protocol to use, contact your system administrator. Listen Address Specifies the listen address for the database server. If you installed the Embedded Ingres option, enter EI. If you are using an existing Ingres installation, you can typically enter the default Ingres listen address (II); however, the listen address may have been changed. To determine the listen address, enter the following command at the command prompt to display the correct value, or contact your system administrator:
ingprenv II_INSTALLATION

After entering these values, the Add Virtual Node Definition dialog resembles the following illustration:

7. 8.

Click OK to save the configuration settings, close the Add Virtual Node Definition dialog, and return to the Ingres Network Utility window. Select the Help_Desk virtual node, then select Test Node from the Node menu. A message indicates whether the node test was successful.

If the node test fails, click OK to close the error message, then select Alter from the Node menu to modify the virtual node definition (contact your system administrator if you need help understanding the correct values to enter). Repeat Steps 6-8 until the test is successful.

10. When the node test is successful, select Exit from the File menu to close the Ingres Network Utility window.

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Step 2: Configure the ODBC Data Source (Screen Painter or Crystal Reports)
To configure the ODBC data source, follow these steps: 1. Select Settings, Control Panel, Administrative Tools, Data Sources (ODBC) from the Windows Start menu. The ODBC Data Source Administrator appears: 2. Click one of the following tabs: The User DSN tab if only the user currently logged in will use the connection. The System DSN tab if all users of the PC will use the connection. 3. 4. Click Add to create a new data source. Select the Ingres driver, and click Finish. The Ingres ODBC Administrator window appears. 5. Enter data in the following fields. Contact your system administrator for specific information. Data Source Specifies the data source. Enter ServiceIT as the name for this data source. Description Describes the data source, for example, Unicenter Service Desk. Vnode Specifies the name of the virtual node that you created in Step 6 under Step 1: Configure the Database Client Using the Ingres Network Utility. Select Help_Desk from the drop-down list. Type Specifies the database type. Use the default value (INGRES). Database Specifies the name of the Unicenter Service Desk database. This is the same name you entered in the Database Name field on the Unicenter Service Desk Server Configuration window. You can typically enter the default database name (mdb). Prompt User ID and Password Prompts the user for a user ID and password instead of using the ones specified for the vnode. Clear this option if you always want to connect using the user ID and password defined for the vnode. Group Specifies the Table group. Enter Service_desk_admin_group as the name of this group.

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After entering these values, the Ingres ODBC Administrator window resembles the following illustration:

Click Apply, and click Test. Correct any errors before continuing.

When the test is successful, click OK repeatedly to close the remaining open windows.

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Step 3: Configure the ODBC Connection String (Ingres)

To complete ODBC configuration, you must specify the values with which Crystal Reports will connect to the ODBC data source (called the ODBC connection string). To specify the values and complete the configuration, follow these steps: 1. Select Reporting, Service Desk Reporting (Crystal Reports) from the Service Desk menu. The Service Desk Reporting (Crystal) window appears. 2. Click Configure. The Database Link Configuration dialog appears: 3. Enter data in the following fields. Contact your system administrator for specific information. Data Source Name Specifies the value entered in the Data Source field in Step 5 under Step 2: Configure the ODBC Data Source. Enter ServiceIT if you used the suggested value. Database Name Specifies the value entered in the Database field in Step 5 under Step 2: Configure the ODBC Data Source. Enter mdb if you used the suggested value. User ID Specifies the value entered in the User Name field in Step 6 under Step 1: Configure the Database Client Using the Ingres Network Utility. Password Specified the value entered in the Password field in Step 6 under Step 1: Configure the Database Client Using the Ingres Network Utility. 4. Click Close and Save. You can select a report and click View Report to view as many reports as you want, and click Cancel when you finish.

Section 2: Configure Microsoft Access Reports with Ingres

If you are using an Ingres database and have selected Microsoft Access Reports, you must configure an Ingres virtual node, while the ODBC data source to access the Unicenter Service Desk database is created automatically.

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Step 1: Configure the Database Client (Ingres)

To configure the database client, follow these steps: 1. Select Programs, CA, Ingres (EI), Ingres Service Manager from the Windows Start menu. The Ingres Service Manager window appears: 2. If Ingres is not already running, click Start. The stoplight changes from red to green, indicating that Ingres is up and running. 3. 4. Click Exit to close this window. Select Programs, CA, Unicenter Service Desk, Reporting, Service Desk Reporting (MS Access) from the Windows Start menu. The Report Selection window appears. 5. Click Configure. The Database Link Configuration dialog appears:

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Enter data in the following fields. Contact your system administrator for specific information. Data Source Defines the ServiceIT data source that you created in Section 1: Configure Screen Painter or Seagate Crystal Reports with Ingres from the drop-down list, if you have already configured Seagate Crystal Reports to run with Ingres. Otherwise, leave this field blank for now you will configure a data source and select it in Step 2: Configure the ODBC Data Source. Database Defines the name of the Unicenter Service Desk database. Enter the same name you entered in the Database Name field on the Unicenter Service Desk Server Configuration window. You can typically enter the default database name (mdb). Table Owner Defines the user ID of the owner of the tables in the Unicenter Service Desk database. Unless otherwise instructed by your system administrator, enter mdbadmin in this field. User ID Defines the user ID used to log into the Ingres database. Password Defines the password associated with the user ID you entered in the User ID field. Server Name Defines the name or IP address of the database server. You must be able to ping this server from your PC. Important! The database server must be up and running on this machine, otherwise, when you test the data source later in the procedure, it will fail. Listen Address Specifies the listen address for the database server. If you installed the Embedded Ingres option, enter EI. If you are using an existing Ingres installation, you can enter the default Ingres listen address (II); however, the listen address may have been changed. To determine the listen address, enter the following command at the command prompt to display the correct value, or contact your system administrator:
ingprenv II_INSTALLATION

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Do one of the following: If you have already configured Crystal Reports to run with Ingres, continue with Step 3: Test the Data Source and Link the Tables. If you have not configured Crystal Reports to run with Ingres, continue with Step 2: Configure the ODBC Data Source.

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Step 2: Configure the ODBC Data Source (Microsoft Access Reports)

Follow these steps only if you have not already configured an Ingres data source for use with Seagate Crystal Reports: To configure the ODBC data source, follow these steps: 1. On the Database Link Configuration window, click Configure Ingres Net to create an Ingres virtual node named Help_Desk, and press Enter whenever you are prompted during this process. When the process finishes, the Database Link Configuration window displays. Use the vnode name you created when you configure the ODBC driver in Step 6 of this procedure. 2. Click Data Source Configure. The ODBC Data Source Administrator dialog appears: 3. Click one of the following tabs: The User DSN tab if only the user currently logged in will use the connection. The System DSN tab if all users of the PC will use the ODBC connection. 4. 5. Click Add to create a new data source. Select the Ingres driver, and click Finish. The Ingres ODBC Administrator window appears. 6. Enter data in the following fields. Contact your system administrator for specific information. Data Source Specifies the data source. Enter ServiceIT as the name for this data source. Description Describes the data source, for example, Unicenter Service Desk. Vnode Specifies the name of the virtual node that you created in Step 6 under Step 1: Configure the Database Client. Select Help_Desk from the drop-down list. Type Specifies the type of the database. Use the default value (INGRES).

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Database Specifies the name of the Unicenter Service Desk database. This is the same value you entered in the Database Name field on the Unicenter Service Desk Server Configuration window. You can typically enter the default database name (mdb). However, the database name may have been changed. Contact your system administrator for the correct name. Prompt User ID and Password Prompts the user for a user ID and password instead of using the ones specified for the vnode. Clear this option if you always want to connect using the user ID and password defined for the vnode. After entering these values, the Ingres ODBC Administrator window resembles the following illustration:

Click Apply, and click Test. Correct any errors before continuing.

8. 9.

When the test is successful, click OK repeatedly until the Database Link Configuration window displays. Select Help_Desk from the Data Source drop-down list. All other fields should contain the values you previously entered.

10. Continue with Step 3: Test the Data Source and Link the Tables.

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Section 3: Configure Screen Painter or Crystal Reports with Microsoft SQL Server
If you are using an MS SQL Server database, and have selected the Screen Painter or Crystal Reports options, you must configure an ODBC data source to access the Unicenter Service Desk/Knowledge Tools database.

Step1: Configure the ODBC Data Source (SQL/Crystal)

To configure the ODBC data source: 1. Choose Settings, Control Panel, Administrative Tools, Data Sources (ODBC) from the Windows Start menu. The ODBC Data Source Administrator opens. 2. Do one of the following: Depending on your installation, an MS SQL Server data source named ServiceIT may exist on the User DSN tab. Data sources on the User DSN tab are available only to the user currently logged in. If only the user currently logged in will use the connection, do one of the following: Select the ServiceIT data source if it is already in the list, and click Configure. Then, go to Step 5 in this procedure. If the ServiceIT data source is not already in the list, go to Step 3 in this procedure to add it. If all users of the PC will use the connection, you must create it on the System DSN tab. If this is your preference, select the ServiceIT data source on the User DSN tab (if it exists), click Remove, and answer Yes when prompted. Then, click the System DSN tab, and continue with Step 3 in this procedure. 3. 4. Click Add to create a new data source. Select the SQL Server driver, then click Finish. The Microsoft SQL Server DSN Configuration wizard opens so you can configure an ODBC data source that can be used when connecting to an MS SQL Server database (the fields in this wizard are blank if you are creating a new data source and contain default values if you are modifying an existing data source).

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Enter data in the following fields. Contact your system administrator for specific information. Name Enter ServiceIT as the name for this data source. Description Enter a description for the data source, such as Unicenter Service Desk. Server Select the name or IP address of the database server from the dropdown list. You must be able to ping this server from your PC. Important! The database server must be up and running on this machine; otherwise, when you test the data source later in this procedure, it will fail.

Click Next. The next page of the wizard displays.

Ensure that the following options are selected: With SQL Server Authentication Using a Login ID and Password Entered by the User Connect to SQL Server to Obtain Default Settings for the Additional Configuration Options

Enter data in the following fields: Login ID Enter the user ID of the owner of the tables in the Unicenter Service Desk database. You can typically enter the default table owner ID (mdbadmin). However, the table owner may have been changed. Contact your system administrator for the correct name. Password Enter the password associated with the user ID you entered in the Login ID field. If you used the default value, the password is the same as the one entered in the Database Password field on the Unicenter Service Desk Server Configuration window. Contact your system administrator for the correct password.

Click Next to display the next wizard page.

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12. Click Test Data Source to test the connectivity. 13. When the test is successful, click OK repeatedly to close the remaining open windows.

Step 2: Configure the ODBC Connection String (SQL/Crystal)

To complete the ODBC configuration process, you must specify the values with which Crystal Reports will connect to the ODBC data source that you defined (this is called the ODBC connection string): 1. Choose Reporting, Service Desk Reporting (Crystal Reports) from the Unicenter Service Desk menu. The Service Desk Reporting (Crystal) window opens. 2. Click Configure. The Database Link Configuration dialog opens. 3. Enter data in the following fields. Contact your system administrator for specific information. Data Source Name Use the value entered in the Name field in Step 5 under Step 1: Configure the ODBC Data Source. You will enter ServiceIT if you used the suggested value. Database Name Use the value entered in the Change the Default Database To field in Step 10 under Step 1: Configure the ODBC Data Source. You will enter mdb if you used the suggested value. User ID Use the value entered in the Login ID field in Step 8 under Step 1: Configure the ODBC Data Source. The user ID must be the same as the owner of the tables in the Unicenter Service Desk database. You will enter servicedesk if you used the suggested value. Note, this can be any user in the service_desk_ro_group role. Password Use the value entered in the Password field in Step 8 under Step 1: Configure the ODBC Data Source. 4. Click Close.

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Step 3: Test the Data Source and Link the Tables

To access the data in the remote database, you must first test the data source, then create a link to each of the tables and views you want to use. A link lets you access live data instead of replicated data. To test the data source and link the tables, follow these steps: 1. From the Database Link Configuration window, click Test Data Source to test the connectivity of the data source you choose. A message indicates whether the ODBC connection test was successful. 2. If the ODBC connection test fails, click OK to close the error message, then review the ODBC data source configuration settings for possible errors (contact your system administrator for the correct values). Repeat Steps 1 and 2 until the ODBC connection test is successful, and click OK to return to the Database Link Configuration window. The Test Status should now read Tested Successfully. 4. If you have already installed the database views as described in the chapter Report Generation in the Administrator Guide, you can link the views when you link the tables by selecting the Link Views check box. Note: Audit logging must be turned on to use the Link Views option. For more information, see the online help and the chapter Control System Behavior in the Administrator Guide. 5. To link the tables (and views if you have chosen to do so), click Link Tables on the Database Link Configuration window. This links the tables needed for reporting. When prompted that the tables have been successfully linked, click OK. The Link Status should now read All Tables Successfully Linked". Note: Links to tables persist until you delete or link the table to a different data source. You cannot link to the tables until the database network clients and ODBC drivers are correctly configured, as outlined in the previous steps. 6. Click Close to exit the Database Link Configuration window.

Section 4: Configure Microsoft Access Reports with Microsoft SQL Server

If you are using a Microsoft SQL Server database and have selected Microsoft Access Reports, you must configure an ODBC data source to access the Unicenter Service Desk database.

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Step 1: Configure the Dababase Client (SQL/Access)

To configure the database client: 1. 2. Verify that services are started for the MS SQL Server and the Unicenter Service Desk server. Choose Start, Programs, CA, Unicenter, Service Desk, Reporting, Service Desk Reporting (MS Access) from the Windows Start menu. The Report Selection window opens. 3. Click Configure. The Database Link Configuration dialog opens. 4. Enter data in the following fields. Contact your system administrator for specific information. Data Source If you have already configured Crystal Reports to run with MS SQL Server, you can select the ServiceIT data source that you created earlier from the drop-down list. Otherwise, leave this field blank for nowyou will configure a data source and select it in Step 2: Configure the ODBC Data Source. Database Enter the name of the Unicenter Service Desk database. You must enter the same name entered in the Database Name field on the Unicenter Service Desk Server Configuration window. You can typically enter the default database name (mdb). However, the database name may have been changed. Contact your system administrator for the correct name to use. Table Owner Enter the user ID of the owner of the tables in the Unicenter Service Desk database. Unless otherwise instructed by your system administrator, enter dbo in this field. User ID Enter a user ID with access to the Unicenter Service Desk database. For this field, you typically enter the same value that you enter in the Table Owner field. Contact your system administrator for the correct name to use. Password Enter the password associated with the user ID you entered in the User ID field.

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Do one of the following: If you have already configured Crystal Reports to run with MS SQL Server and selected your data source in the previous step, continue with Step 3: Test the Data Source and Link the Tables. If you have not configured Crystal Reports to run with MS SQL Server and selected that data source in the previous step, continue with Step 2: Configure the ODBC Data Source.

Step 2: Configure the ODBC Data Source (SQL/Access)

Perform this step only if you have not already configured an SQL Server data source for use with Seagate Crystal reports: 1. On the Database Link Configuration window, click Data Source Configure. The ODBC Data Source Administrator opens. 2. Do one of the following: Depending on your installation, an MS SQL Server data source named ServiceIT may exist on the User DSN tab. Data sources on the User DSN tab are available only to the user currently logged-in. If only the user currently logged in will use the connection, do one of the following: Select the ServiceIT data source if it is already in the list, and click Configure. Then, go to Step 5 in this procedure. If the ServiceIT data source is not already in the list, go to Step 3 in this procedure to add it. If all users of the PC will use the connection, you must create it on the System DSN tab. If this is your preference, select the ServiceIT data source on the User DSN tab (if it exists), click Remove, and answer Yes when prompted. Then, click the System DSN tab, and continue with Step 3 in this procedure. 3. 4. Click Add to create a new data source. Select the SQL Server driver, then click Finish. The Microsoft SQL Server DSN Configuration wizard opens so you can configure an ODBC data source that can be used when connecting to an SQL Server database (the fields on this wizard are blank if you are creating a new data source and contain default values if you are modifying an existing data source):

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Click Next. The next page of the wizard displays.

Enter data in the following fields: Login ID Enter the user ID of the owner of the tables in the Unicenter Service Desk database. You can typically enter the default table owner ID (dbo). However, the table owner may have been changed. Contact your system administrator for the correct name. Password Enter the password associated with the user ID you entered in the Login ID field. If you used the default value, the password is the same as the one entered in the Database Password field on the Unicenter Service Desk Server Configuration window. Contact your system administrator for the correct password.

Click Next to display the next wizard page.

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10. The name in the Change the Default Database To field must be the same name entered in the Database Name field on the Unicenter Service Desk Server Configuration window. This value is usually the default (mdb). However, the database name may have been changed. Contact your system administrator for the correct name. To change the database name, select the check box and enter the new name. 11. Click Next, then click Finish to close the wizard. From the Database Link Configuration window, continue with Step 3: Test the Data Source and Link the Tables.

Step 3: Test the Data Source and Link the Tables (SQL/Access)
To access the data in the remote database, you must first test the data source, then create a link to each of the tables and views you want to use. A link lets you access live data instead of replicated data. To test the data source and link the tables: 1. From the Database Link Configuration window, click Test Data Source to test the connectivity of the data source you chose. A message indicates whether the ODBC connection test was successful. 2. If the ODBC connection test fails, click OK to close the error message, then review the ODBC data source configuration settings for possible errors (contact your system administrator for the correct values to enter). Repeat Steps 1 and 2 until the ODBC connection test is successful, then click OK to return to the Database Link Configuration window. The Test Status should now read Tested Successfully. 4. If you have already installed the database views as described in the chapter Generating Reports in the Administrator Guide, you can link the views when you link the tables by selecting the Link Views check box. To link the tables (and views if you have chosen to do so), click Link Tables on the Database Link Configuration window. This links the tables needed for reporting. When prompted that the tables have been successfully linked, click OK. The Link Status should now read Tables Linked Successfully. Note: Links to tables persist until you delete or link the table to a different data source. You cannot link to the tables until the database network clients and ODBC drivers are correctly configured, as outlined in the previous steps. 7. Click Close to exit the Database Link Configuration window.

5. 6.

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Section 5: Configure Screen Painter or Crystal Reports with Oracle Server

If you are using an Oracle database, and have selected the Screen Painter or Crystal Reports option, you must configure an Oracle ODBC data source to access the Unicenter Service Desk and Knowledge Tools database.

Step 1: Configure the ODBC Data Source (Oracle/Crystal)

Before you start the following steps, make sure that you have the Oracle Client tools and Oracle ODBC drivers installed from the Oracle Universal Installer. As part of the installation, the Oracle ODBC driver will be added to the list of known ODBC drivers in the ODBC DSN creation program. To configure the ODBC data source: 1. Choose Settings, Control Panel, Administrative Tools, Data Sources (ODBC) from the Windows Start menu. The ODBC Data Source Administrator opens. 2. Do one of the following: Depending on your installation, an Oracle data source named ServiceIT may exist on the User DSN tab. Data sources on the User DSN tab are available only to the user currently logged in. If only the user currently logged in will use the connection, do one of the following: Select the ServiceIT data source if it is already in the list, and click Configure. Then, go to Step 5 in this procedure. If the ServiceIT data source is not already in the list, go to Step 3 in this procedure to add it. If all users of the PC will use the connection, you must create it on the System DSN tab. If this is your preference, select the ServiceIT data source on the User DSN tab (if it exists), click Remove, and answer Yes when prompted. Then, click the System DSN tab, and continue with Step 3 in this procedure. 3. Click Add to create a new data source. The Create New Data Source window opens.

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Select the Oracle driver that was installed as part of the Oracle Client tools installation. The following example shows a typical selection:

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Click Finish. The Oracle ODBC Driver Configuration wizard opens so you can configure an ODBC data source that can be used when connecting to an Oracle database. Note: The fields in this wizard are blank if you are creating a new data source, and contain default values if you are modifying an existing data source. The following example displays a typical set of values:

Enter data in the following fields. Note: Contact your system administrator for specific information. Data Source Name Enter ServiceIT as the name for this data source. Description Enter a description for the data source, such as Unicenter Service Desk.

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TNS Service Name Select the Oracle Net Service Name that can be used to connect to the database. The list is populated with the Net Service Names that you already have configured as part of the Oracle Client tools installation. User ID Enter the user ID of the owner of the tables in the Unicenter Service Desk database. You can typically enter the default table owner ID (mdbadmin). However, if the table owner has changed, contact your system administrator for the correct name. 7. Click Test Connection to test the connectivity. Note: Make sure that the database service is running on the remote machine. 8. When the test is successful, click OK repeatedly to close any open windows.

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Step 2: Configure the ODBC Connection String (Oracle/Crystal)

To complete the ODBC configuration process, you must specify the values with which Crystal Reports will connect to the ODBC data source that you defined (this is called the ODBC connection string): 1. Choose Reporting, Service Desk Reporting (Crystal Reports) from the Unicenter Service Desk menu. The Service Desk Reporting (Crystal) window opens. 2. Click Configure. The Database Link Configuration dialog opens. 3. Enter data in the following fields. Contact your system administrator for specific information. Data Source Name Use the value entered in the Name field in Step 5 under Step 1: Configure the ODBC Data Source. You will enter ServiceIT if you used the suggested value. Database Name Enter mdb. User ID Use the value entered in the Login ID field in Step 8 under Step 1: Configure the ODBC Data Source. The user ID must be the same as the owner of the tables in the Unicenter Service Desk database. You will enter mdbadmin if you used the suggested value. Note that this can be any user in the service_desk_ro_group role. Password Use the value entered in the Password field in Step 8 under Step 1: Configure the ODBC Data Source. 4. Click Close.

Section 6: Configure Microsoft Access Reports with Oracle Server

If you are using an Oracle database and have selected Microsoft Access Reports, you must configure an ODBC data source to access the Unicenter Service Desk database.

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Step 1: Configure the Database Client (Oracle/Access)

To configure the database client: 1. 2. Verify that services are started for Oracle and the Unicenter Service Desk server. Choose Start, Programs, CA, Unicenter, Service Desk, Reporting, Service Desk Reporting (MS Access) from the Windows Start menu. The Report Selection window opens. 3. Click Configure. The Database Link Configuration dialog opens. 4. Enter data in the following fields. Note: Contact your system administrator for specific information. Data Source If you have already configured Crystal Reports to run with Oracle, you can select the ServiceIT data source that you created earlier from the drop-down list. Otherwise, leave this field blank for nowyou will configure a data source and select it in Step 2: Configure the ODBC Data Source. Database Enter the name of the Unicenter Service Desk database. You must enter the same name entered in the Database Name field on the Unicenter Service Desk Server Configuration window. You can typically enter the default database name (mdb). However, if the database name has changed, contact your system administrator for the correct name. Table Owner Enter the user ID of the owner of the tables in the Unicenter Service Desk database. Unless otherwise instructed by your system administrator, enter mdbadmin in this field. User ID Enter a user ID with access to the Unicenter Service Desk database. For this field, you typically enter the same value that you entered in the Table Owner field. Contact your system administrator to verify the correct name. Password Enter the password associated with the user ID you entered in the User ID field.

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Do one of the following: If you have already configured Crystal Reports to run with Oracle and selected your data source in the previous step, continue with Step 3: Test the Data Source and Link the Tables. If you have not configured Crystal Reports to run with Oracle and selected that data source in the previous step, continue with Step 2: Configure the ODBC Data Source.

Step 2: Configure the ODBC Data Source (Oracle/Access)

Perform the following steps only if you have not already configured the Oracle ODBC Data Source for use with Crystal Reports. Before you begin the following steps, make sure that you have the Oracle Client tools and Oracle ODBC drivers installed from the Oracle Universal Installer. As part of the installation, the Oracle ODBC driver will be added to the list of known ODBC drivers in the ODBC DSN creation program. To configure the ODBC data source: 1. Choose Settings, Control Panel, Administrative Tools, Data Sources (ODBC) from the Windows Start menu. The ODBC Data Source Administrator opens. 2. Do one of the following: Depending on your installation, an Oracle data source named ServiceIT may exist on the User DSN tab. Data sources on the User DSN tab are available only to the user currently logged in. If only the user currently logged in will use the connection, do one of the following: Select the ServiceIT data source if it is already in the list, and click Configure. Then, go to Step 5 in this procedure. If the ServiceIT data source is not already in the list, go to Step 3 in this procedure to add it. If all users of the PC will use the connection, you must create it on the System DSN tab. If this is your preference, select the ServiceIT data source on the User DSN tab (if it exists), click Remove, and answer Yes when prompted. Then, click the System DSN tab, and continue with Step 3 in this procedure. 3. Click Add to create a new data source. The Create New Data Source window opens.

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Select the Oracle driver that was installed as part of the Oracle Client tools installation, The following example shows a typical selection:

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Step 3: Test the Data Source and Link the Tables (Oracle/Access)
To access the data in the remote database, you must first test the data source, and then create a link to each of the tables and views you want to use. A link lets you access live data instead of replicated data. To test the data source and link the tables: 1. From the Database Link Configuration window, click Test Data Source to test the connectivity of the data source you chose. A message indicates whether the ODBC connection test was successful. 2. If the ODBC connection test fails, click OK to close the error message, then review the ODBC data source configuration settings for possible errors (contact your system administrator for the correct values to enter). Repeat Steps 1 and 2 until the ODBC connection test is successful, and then click OK to return to the Database Link Configuration window. The Test Status should now read Tested Successfully. 4. If you have already installed the database views as described in the chapter Generating Reports in the Administrator Guide, you can link the views when you link the tables by selecting the Link Views check box. To link the tables (and views if you have chosen to do so), click Link Tables on the Database Link Configuration window. This links the tables needed for reporting. When prompted that the tables have been successfully linked, click OK. The Link Status should now read Tables Linked Successfully. Note: Links to tables persist until you delete or link the table to a different data source. You cannot link to the tables until the database network clients and ODBC drivers are correctly configured, as outlined in the previous steps. 7. Click Close to exit the Database Link Configuration window.

5. 6.

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Section 7: Installing Localized Service Desk Tools on Client Systems

Localized versions of certain Service Desk administrative tools, including Web Screen Painter, MS-Access Reporting, and Crystal Reporting, are not available on the Service Desk Client installation disk in the Localized regional releases of Service Desk. Localized versions of these administrative tools are available only on the Service Desk Server installation disk for Windows. Note that after version r11 of Service Desk, the legacy Java Client is not available in languages other than English. To install localized versions of Screen Painter, MS-Access Reporting, and Crystal Reporting, perform the following steps using the Service Desk Server installation disk for Windows. Even though several Service Desk server components are installed, such as the secondary server, they are not run or otherwise used. Insert the Server installation disk and launch Service Desk install. 1. Perform a Custom Installation using the following option settings: De-select the Server, Ingres Interface, SQL Server Interface and Web Interface. Select any reporting components you wish to install. (Optionally) de-select the Web Screen Painter. 2. Run Service Desk Configuration either directly after installation or from the program menu prior to using the tools, and do the following: On the General Settings page confirm that the Configuration Type is Secondary Server and enter the name of the Primary Server Node for the host of the primary server you want to run the administrative tools against. On the Config Options page, uncheck the Start service when completed check box. After configuration is complete, the selected Service Desk components are ready for use.

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Phase 5: Start the Client Interface

Unicenter Service Desk has two client interfaces. Before you can use either interface, you must ensure that the Unicenter Service Desk Daemon Server services and the database server are started. Important! In this version of Unicenter Service Desk, the Web Client is the only interface that has all the administrative functions. The Web Client eliminates the need to install the Java desktop application. Moreover, interface of earlier versions of Unicenter Service Desk will not connect to the servers. If you have configured a secondary server (for example, if you have the web interface installed on a web server that resides on a different machine than your primary Unicenter Service Desk server), the Unicenter Service Desk Remote Daemon Proctor service must be running before you start the primary server service. To start the proctor on the secondary server, follow these steps: 1. Select Settings, Control Panel from the Windows Start menu. The Control Panel window appears. 2. Double-click Administrative Tools. The Administrative Tools window appears. 3. Double-click Services. The Services window appears. 4. Right-click Unicenter Service Desk Remote Daemon Proctor and click Start from the shortcut menu. The Unicenter Service Desk Remote Daemon Proctor service starts. When all the necessary servers are started, select Web Client from the Unicenter Service Desk menu (accessible from the Start, Programs menu).

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Chapter 10: Client Installation (Linux)

This chapter explains how to install and configure the Unicenter Service Desk client on a Linux system. Note: You cannot upgrade from a 6.0 client in Unicenter Service Desk to an r11.2 client. You must uninstall the 6.0 client before attempting to install the r11.2 client. Also, earlier versions of the Service Desk Java Client will not connect to the r11.2 server in Unicenter Service Desk.

Phase 1: Review System Requirements

Before you begin the installation process, review the Readme included on your installation media to determine whether your environment meets the documented software and hardware requirements.

Note: The client installation adds links to the /usr/bin directory for Unicenter
Service Desk scripts.

Phase 2: Install the Client

In this phase, you install a Unicenter Service Desk client on a workstation running Linux. 1. 2. 3. Log on as the root user using an xTerm session and invoke the ./install.sh script located on the root of the installation media. The Unicenter Service Desk welcome screen appears. Click next. After you accept the license agreement, the installation wizard prompts you to select the Installation directory and for the Default User ID. To accept the defaults, click Next. Otherwise, enter the information as requested, and then Click Next. The Summary dialog appears. 4. Click on the Install button to begin installation. When installation has completed, configure the Unicenter Service Desk Client to connect to a Primary Server. Note: For more information about configuring the client, see Phase 3: Configure the Client.

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Phase 3: Configure the Client

Configuring the Unicenter Service Desk client consists of verifying and completing fields on the Configuration dialog to define the information necessary to complete the configuration. To configure the client, follow these steps: 1. Complete the General Settings options in the right panel by either selecting or entering the details for the following as appropriate: Configuration Type Primary Server Node Object Manager Name Configure /etc/services Local Host Name Slump Socket Port 2. Once you are satisfied with the settings, click Next. The System Accounts options appear. 3. Enter the Default User ID and click Finish. The client configuration process starts. Note: To run configuration at a later point, execute the pdm_configure script.

Phase 4: Start the Java Client Interfaces

To start the Unicenter Service Desk interface, execute pdm_client from the command line.

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Appendix A: Service Desk and Knowledge Tools Migration

This appendix contains information you may need to migrate data from the 6.0 version of Unicenter Service Desk to the r11.2 version of Service Desk.

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Before Migration

Before Migration
You can only migrate to this r11.2 version of Unicenter Service Desk from the r6.0 version of Unicenter Service Desk. If you need to upgrade from a Service Desk version earlier than 6.0, you first need to migrate to 6.0, and then migrate to version r11.2. If you need to upgrade from an earlier version of Service Desk to Service Desk 6.0, and plan to migrate to the r11.2 version of Service Desk on a Windows 2000 Server, the WSCRIPT.EXE needs to be upgraded to the latest version before running migration. This upgrade is necessary for creating the migration.log. To upgrade the WSCRIPT.EXE, download scripten.exe (the script installer) from the Microsoft website (http://www.microsoft.com/downloads/). Note: Migration to the r11.2 version of Unicenter Service Desk is currently supported for MS SQL Server, Oracle, and Ingres databases. Review the Unicenter Service Desk Migration Concerns section before running migration. Install r11.2 on a 6.0 System This would be a simple migration process. Version r11.2 of the Unicenter Service Desk installation will detect the 6.0 version of Unicenter Service Desk, and will launch an upgrade installation wizard. Note: When migrating from the 6.0 version to the r11.2 version with a remote SQL database, you must first run the Service Desk Remote Components Installer on the SQL database server to configure the database. Make note of the Database User Name and Password. When you run the Migration Wizard on the Service Desk server, enter the same Database User Name and Password as entered in the Remote Components Installer for the Target Database User and Password. Install r11.2 on a system that does not have 6.0 If the system on which you want to install version r11.2 of Unicenter Service Desk is different from the system where version 6.0 is installed, then you need to do the following: 1. 2. 3. 4. Install the 6.0 version of Unicenter Service Desk on the new system. Make sure that you implement all 6.0 NX_ROOT/site/mod data to the new 6.0 version of Unicenter Service Desk. Run configuration and point to either the production Unicenter Service Desk 6.0 Database, or a copy of one located elsewhere. Install Service Desk by following the procedures in this chapter.

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Before Migration

Clean-Up the Database

Note: Before performing any table maintenance, always backup the data before you start. Use the utilities provided with your DBMS or use the pdm_extract or pdm_backup commands. The samples shown here are purely examples. You need to determine if they are appropriate for your environment. The migration process takes data from your current database and inserts it into the new MDB database. It will run faster with less data. Take the time now to do a few simple tasks to remove old, obsolete data from your database. Consider decreasing the amount of data in the following tables which tend to get larger over time: Requests, Change Orders and Issues The pdm_crarcpurge utility identifies inactive ticket data older than a certain age and archives and purges the data from the Unicenter Service Desk database. For more information, see the online help. Notification Log History The pdm_purge utility completely removes records older than the specified time from the notification log file. These log file records are not archived and cannot be recovered. For more information, see the online help. Audit Log If you have enabled any of the audit logging options in Options Manager, consider removing old entries. First use the pdm_extract utility to select the records that you want to remove and save them in a file. For example, to select all Audit_Log records that are older than August 1, 2005 use the following commands:
pdm_extract f 01 select * from Audit_Log where change_date < DATE 2005-08 > audlog_old.dat

Then use the pdm_load utility with the r option to remove them:
pdm_load r f audlog_old.dat

Service Type Events If you are using the Save History feature of your Service Type Events, completed event records are left in the database. Consider deleting them. Completed events will have status_flag=1. Canceled events will have status_flag=0. For example, to remove all events that are in complete status use the following commands:
pdm_extract -f atev_old.dat "select * from Attached_Events where status_flag=1" >

Then use the pdm_load utility with the r option to remove them:
pdm_load r f atev_old.dat

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Before Migration

Knowledge You need not remove old Document FAQ Rating/Voting data or Audit data. Parameters in the Knowledge Tools Migration dialog allow you to specify the number of days' worth of data that should be retained. Surveys Survey response data is stored in the following tables: Survey Survey_Question Survey_Answer

You can use the pdm_extract / pdm_load command combination, as shown in the Audit_Log example above, to extract and remove records from these tables. There is a small chance that some orphan records could be left in the database if the processing of the received survey spanned midnight. This should have no impact. For example, to remove all the Survey records that are older than September 2, 2005, use the following commands in this order:
pdm_extract 02' -f "select * from Survey where last_mod_dt < DATE '2005-09" > survey_old.dat -f -f survey_old.dat "select * from Survey_Question where last_mod_dt < DATE

pdm_load -r pdm_extract '2005-09-02' pdm_load -r

" > survey_question_old.dat -f -f survey_question_old.dat "select * from Survey_Answer where last_mod_dt < DATE

pdm_extract '2005-09-02' pdm_load -r

" > survey_answer_old.dat -f survey_answer_old.dat

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Before Migration

Migrating from a Case Sensitive Database

If you are migrating from a case sensitive database, query your database prior to the r11.2 migration to identify if you have duplicate values in any of the unique index key columns arising due to the case differences. Although the r11.2 database schema in Unicenter Service Desk differs from the 6.0 database schema, you should be able to locate potential duplicates by identifying the indexes in your 6.0 database which contain unique key columns, and then running queries against those which you suspect may contain duplicate key values. The duplicates should be removed prior to migration to avoid indexing errors. Note: If duplicates are found before migration, you should modify the 6.0 database in Unicenter Service Desk to remove these duplicates before starting migration. If duplicates are found during migration, you should modify the r11.2 database to remove the duplicates and then create the index which failed, using the syntax provided in the migration error message.

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Viewing Index List in 6.0

Depending on the type of database, use one of the following syntaxes to view a list of Unicenter Service Desk 6.0 indexes which contain unique key columns: For Ingres Server:
SELECT t.table_name, i.index_name, c.column_name, c.key_sequence from iiindexes i, iiindex_columns c, iitables t WHERE i.index_name = c.index_name and i.index_name = t.table_name AND i.unique_rule = 'U' and i.system_use = 'U' order by t.table_name, i.index_name, c.key_sequence

For Sql Server:

SELECT o.name AS TableName, i.name AS IndexName, c.name AS ColumnName, k.keyno AS 'Position' FROM sysindexkeys k LEFT OUTER JOIN sysobjects o ON k.id = o.id LEFT OUTER JOIN sysindexes i ON k.id = i.id AND k.indid = i.indid LEFT OUTER JOIN syscolumns c ON k.id = c.id AND k.colid = c.colid LEFT OUTER JOIN sysfilegroups fg ON i.groupid = fg.groupid WHERE (i.indid > 0) AND (o.type = 'U') AND (i.indid <> 0) AND (i.indid <> 255) AND (o.name NOT IN ('dtproperties')) AND (i.status & 2048 = 0) AND (i.status & 2 <> 0) ORDER BY o.name, i.indid, i.name, [Position]

For Oracle:
Select i.Table_Name, i.Index_Name, c.Column_Name, c.Column_Position from user_indexes i, user_ind_columns c where i.Index_Name = c.Index_Name and i.Uniqueness = 'UNIQUE' AND c.Column_Name <> 'ID' order by i.Table_Name, i.Index_Name, c.Column_Position

Once you have identified indexes which have duplicates, use the syntax described in the following example to list any duplicates found for a specified index and column name(s). Example for the code column in the chgcat table:
SELECT * FROM chgcat WHERE (UPPER(code) IN (SELECT upper(code) FROM chgcat GROUP BY upper(code) HAVING (COUNT(UPPER(code)) > 1)))

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Run Service Desk Migration

This section describes the migration process for MS SQL Server or Ingres database from version r6.0 to version r11.2 of Unicenter Service Desk. Unless stated otherwise, you must run all procedures on the primary server and on any secondary servers. Follow the Unicenter Service Desk installation procedure for your operating environment as explained in this guide. The process detects that this is an upgrade installation, backs up all files to the $NX_ROOT/migrate/tor11/prer11 directory, and installs new files. When installation finishes, migration wizard is launched automatically. Additionally, you can bring up the migration wizard by running the following command: Windows
NX_ROOT\bin\migrate_to_r11.vbs

Linux
NX_ROOT\bin\migrate_to_r11.sh

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Migration Interview
Before migration, a number of queries are performed regarding the database connectivity information for both the source and target databases. The Ingres connectivity is accessed through created Ingres vnodes based on the information supplied during the interviewing. To complete the migration interview, follow these steps: 1. Click Next on the Unicenter Service Desk Migration Wizard Welcome window. The Source Connectivity window appears. 2. Enter the source database details and click next. The Target Connectivity window appears. Note: Use the OS logged in user name and password as the Target Database (Ingres) user name and password. 3. Enter the target database details and click next. The Tomcat Port window appears. 4. Enter the port number and click next. Note: Tomcat Port is used for attachment document repository servlet port information. Specify the same Tomcat Port number when asked during the configuration that you specified during the migration process. If they are different, then edit the port number for the Document Repository after configuration in order for it to be accessible for use. The Check Prerequisites window appears, which validates Database Connectivity and API registration based on the information provided in the previous steps. At this stage, a check is also done on the diskspace and the memory. The wizard prompts a Recommended Disk Space Window. 5. Click Browse to select a new location or click OK. The Knowledge Tool Migration inquire is launched. Note: The Knowledge Tools migration is brought up automatically by the migration wizard, if it is on the r11.2 system. Otherwise, the files output from the Knowledge Tools Migration (see page 233) should be moved to the r11.2 system. 6. Click on Finish. This completes the final configuration for the r11.2 settings and the actual migration process starts.

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Migration Process
Initially, the migration wizard runs a validation to check the data sources to determine its smooth progression. Once the validation is completed, the migration is done in four phases and the status window is updated as the migration progresses. A migration.log file is created in $NX_ROOT/logs directory. Note: During migration you may see errors in the stdlog regarding recurring animator missed firings. These errors are due to the fact that the system is down during migration and are normal errors. The user interface allows the user to start, stop and restart the migration. However, when you stop the migration, there are some places when the process does not stop immediately, and runs until after a set of steps are completed. The migration allows restart ability by recording each successful step and phase within the migration.properties file. Once the migration is done, the wizard launches the Unicenter Service Desk Configuration window. For more information about server configuration, see Configure the Server for the appropriate platform. If you need to re-run the Unicenter Service Desk migration, you will not be interviewed unless you rename the following files before running the migration wizard: $NX_ROOT\site\migration.properties $NX_ROOT\Mig60ToR11\migration_phase1.properties $NX_ROOT\Mig60ToR11\migration_phase3.properties Note: If you need to re-run migration, you will need a clean install of the database.

Phase 1: Extracting Data

In this phase, the migration tool performs the following actions: Extracts all the rows from Source database into xml files. The extraction includes all the modifications: the additional columns in existing tables and the new tables that have been created and defined to Unicenter Service Desk. Validates a new schema and makes modifications to the r11.2 MDB. Adds new columns and tables, if necessary.

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Phase 2: Converting Data

In this phase, the migration tool performs the following actions: Reads and re-arranges information from the XML files, generated in Phase1, based on R11.2 database structures. Resets all necessary foreign keys as primary keys that have changed in the r11.2 MDB. Replaces ID's used in the 6.0 database, when necessary, with UUID's used in the R11.2 database. Once these changes are made the tool generates the XML data files.

Phase 3: Inserting Data

In this phase, the XML data file generated in Phase 2 is parsed, and all the data is loaded into the r11.2 MDB.

Phase 4: Loading Scripts

In this phase, the required scripts are loaded and updated to the r11.2 system.

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Knowledge Tools migration components are designed to be deployable to a Knowledge Tools 6.0 system and run remotely from the Unicenter Service Desk migration, or run locally to the Unicenter Service Desk migration. Knowledge Tools migration information is also gathered during the interview stage. If the Knowledge Tools migration is local, it displays automatically by the migration wizard. The following example shows the fields that appear when Ingres or SQL Server is selected:

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The following example illustrates the fields that appear when Oracle is selected as the Data Source:

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Knowledge Tools Migration from a Remote Machine

To migrate the 6.0 version of Knowledge Tools from a remote machine, follow these steps: 1. 2. Run the migration wizard on the Unicenter Service Desk r11.2 server. Complete the Knowledge Tools dialog to migrate Knowledge Tools data existing on a Remote Machine. A Knowledge Tools Migration Dialog will appear which will instruct you where to place the Knowledge Tools migration files.

Note: Before clicking OK on the Knowledge Tools Migration Dialog, follow Steps 3-10 to continue the migration process on the R11.2 Server. 3. 4. Copy the KTMig60ToR11 directory from the Unicenter Service Desk r11.2 installation media to the Knowledge Tools 6.0 server. Register the CRMR11ENU.dll located in KTMig60ToR11 directory using the regsvr32 command. For example: If the folder in step 1 is located under the C:\ drive, type the following command:
regsvr32 C:\KTMig60ToR11\CRMR11.dll

5. 6.

Run the R11Migration.exe located in the KTMig60ToR11 directory. For Ingres or SQL Server, enter the field information for Server name or IP, Database name, Login ID, and Password of the database owner in the Data Source section. For Oracle, enter field information for the Service Name, Login ID, and Password of the database owner in the Data Source section. Enter the details in the following, as appropriate: "Migrate document FAQ rating/voting data for the last xxxxx days" refers to the bu_trans table. "Migrate audit data for the last xxxxx days" refers to the ci_asked_ques, ci_audit_trails and ci_audit_trail_data tables.

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You may select the following: "Remove the KT 6.0 shortcuts" The KT 6.0 shortcuts will be deleted from Start->Programs->CA. "Redirect the KT 6.0 urls to the new installation at", and enter the url of the new Service Desk installation to which the KT 6.0 urls should be redirected after migration. This will redirect the KT 6.0 urls to R11.2, which means that R11.2 will be opened instead of KT 6.0. "Migrate the user's passwords to the default PIN field for users with", options as appropriate to migrate KT 6.0 user passwords to r11.2. Note: This option is available only for KT stand alone migration.

Click Start. The migration process begins.

10. Upon completion, copy the KTMigrationFiles folder to the destination indicated during the Knowledge Tools dialog. 11. Complete the Unicenter Service Desk/Knowledge Tools r11.2 migration. Once the Knowledge Tools and the Unicenter Service Desk migrations are complete, run the following Knowledge Tools command to reindex the Knowledge Documents:
NX_ROOT/bin/pdm_k_reindex.exe

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Stand Alone Knowledge Tools Migration

For migration of non-integrated Knowledge Tools to the r11.2 version of Unicenter Service Desk, follow these steps: 1. 2. 3. 4. Install and configure version r11.2 of Service Desk on the system. Restart the machine. Confirm that Unicenter Service Desk Server services are stopped, and Windows Services manager is not up (required for Windows 2000). Manually invoke the migration utility from $NX_ROOT\bin\migrate_to_r11.vbs. Follow the instructions in the Migration Wizard to complete the KT only migration process.

Note: In some situations, the migration process may fail with a "Schema Validation" error. If the migration process fails, follow these steps: 1. 2. 3. From the command line, run "pdm_configure -m". Wait 3 minutes for it to complete (there will be no indication of completion). Manually invoke the migration utility from $NX_ROOT\bin\migrate_to_r11.vbs. Follow the instructions in the Migration Wizard to restart the migration process where it left off.

Using Ingres as Knowledge Tools Database

If the Knowledge Tools database is Ingres, then perform the following steps before starting the Knowledge Tools migration utility: 1. Create the following directory structure: => %NX_ROOT%\migrate\tor11\prer11 2. 3. Create a text file named "NX.env". Edit the NX.env text file and add the following line: => "@II_SYSTEM='Your base ingres 2.6 location goes here' (example: "@II_SYSTEM=C:/IngresII") 4. Run the migration.

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Knowledge Tools Migration Concerns

This section lists the Knowledge Tools migration concerns that you should be aware of during migration: 1. The errors that may occur during the extraction phase of Knowledge Tools 6.0 data into XML files are logged in MigrationKT.log. The log file is located in the $NX_ROOT\Mig60ToR11\phase2_kt directory when Knowledge Tools is on the same system as Unicenter Service Desk. The log file is located in the Mig60ToR11\KTMigrationFiles directory, if Knowledge Tools (or the Keyword Search) data is on a different system. If you cancel migration extraction while it is running, the process will run to a checkpoint, record the log and then halt. This will allow for rollback if the process is terminated. The Knowledge Tools CRM_CONTACTS" table is migrated in a Knowledge Tools stand-alone migration, when Knowledge Tools is not integrated with Unicenter Service Desk. After the Knowledge Tools migration is done, to enable the embedded images inside documents, you need to copy the KT 6.0 images library directory (usually the UploadedImages directory), to $NX_ROOT/bopcfg/www/wwwroot. The Knowledge Tools 6.0 administrator settings for Allow Users to Submit Knowledge will not migrate to R11.2. Instead, the administrator can allow Document Creation for each access type in the access type form. The default value will be "Yes" for all access types. The Knowledge Tools 6.0 custom field names are not migrated to r11.2. The following two new tags have been added to the document template: Related Tickets Properties If the default order of the tags has not been changed via the HTML editor in 6.0, the migration will place the new tags between the Related Categories and Comments tags. If the order of the tags has changed in 6.0, the new tags will be added at the end of the template after migration.

6. 7.

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Change Impact Analyzer Migration

The configuration changes made with the pdm_edit utility are not migrated to the r11.2 version of Unicenter Service Desk. Run pdm_edit to redo your configuration changes, if you are not using the default configuration. The following are the Change Impact Analyzer post-migration tasks: 1. The configuration changes made to the Change Impact Analyzer daemon are not migrated. Run pdm_edit to define the Change Impact Analyzer daemon. If you have upgraded to NSM WorldView r11.1: Review the defined Logical Repositories. You may define a new WorldView Logical Repository for the Change Impact Analyzer integration to use. The Repository field and the NSM Credentials of the Change Impact Analyzer Repository records must match the WorldView Logical Repository definitions. These values are casesensitive. Click the Change Repository Login button and reset the User-Id and Password. Click Test Repository Login to verify the credentials and update the real-time daemon cache. 3. If you are using NSM 3.x: Review the Repository fields of the Change Impact Analyzer Repository records and verify that they match the hostname of the server hosting NSM 3.x. These values are case-sensistive. Click the Change Repository Login button and reset the User-Id and Password. Then click Test Repository Login to verify the credentials and update the real-time daemon cache. 4. Review the Asset Class Change Impact Analyzer Class mappings. This is especially important if you have upgraded NSM because class definitions may have changed. Each Asset Class contains a field that allows you to select a corresponding Change Impact Analyzer Class. You can set these manually or use the pdm_nsmbmcls and pdm_nsmclass utilities. If you use these utilities, review the nsmclsmap.dat file first.

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Post Migration Steps

Once the migration is completed, you may need to perform some or all of these tasks: Note: The Unicenter Service Desk Services should be running when you perform these tasks. 1. You need to register assets that were migrated from the Unicenter Service Desk 6.0 system. Run the Unicenter Service Desk configuration, pdm_configure. To register the assets run the pdm_reg_assets -fv command. This registration can be run with users accessing the system without problems. Depending upon the number of assets migrated; the registration process may take considerable amount of time. You can cancel the process at any point and start it again, and it will restart registration from where it last left off. If records are skipped during the first run because the asset was being edited by another user, you can re-run the registration process. 2. If you are using Web Director in the 6.0 version of Unicenter Service Desk, you need to run pdm_edit to reset your Web Director parameters after running migration for registration to pick up the skipped assets. If Shared File repositories existed on the database (for attachments), the Administrator needs to update them based on the following guidelines prior to accessing them for upload or download: If the share resides on a server that runs the r11.2 version of Unicenter Service Desk, then specify the local path to the physical directory in the Upload Path. If the share resides on a server that does not run the r11.2 version of Unicenter Service Desk, then it needs a dedicated (letter) drive mapping on a server that runs on r11.2 of Service Desk. This permanent mapped path should be specified as the Upload Path on the repository record. The user will no longer need to map to the shared drive, only the server will require access. Note: Mapped drive repositories are not supported on WIN2003. The r11.2 version of Unicenter Service Desk does not support UNC file names. You must manually update the repository record after the migration. Note: Repositories defined on servers other than the Primary will have to be validated after migration is completed. These servers should have a secondary server set up on them. Repositories defined on the Primary server will be set correctly.

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Once migration is complete, you need to login as a contact that is using the out-of-box Administrator access type. You need to manually edit all Access type records that were created in the 6.0 version of Unicenter Service Desk. The Service Desk Analyst, Service Desk Administrator, Knowledge Manager and Knowledge System Administrator entries on the Web Interface tab need to be set as appropriate for using the Access type records. In order to improve Ingres Database Performance for Knowledge Tools, run the following command
bop_cmd -f reorg.frg "reorg()"

This will reorganize the tables and recreate all indexes. This will take a while. Once the execution is complete, issue the following command:
ktoptdb

This will optimize the database on Knowledge Tool tables. It is recommended to run optimize DB after migration and also after importing large number of documents, especially on following tables: optimizedb -zk -umdbadmin mdb -rskeletons optimizedb -zk -umdbadmin mdb -rindex_doc_links optimizedb -zk -umdbadmin mdb -rebr_fulltext optimizedb -zk -umdbadmin mdb -rebr_fulltext_adm 6. If you are migrating from a release earlier than 6.0 of Unicenter Service Desk, note that the format of the val_fieldupdate_site() trigger has changed. Review the examples in $NX_ROOT\samples\call_mgt\chg_site.mod, cr_site.mod and iss_site.mod. This trigger can be used to automatically log changes to user-defined fields in the ticket's Activity Log. If you have an adaptation that uses this trigger, review your coding and adjust as necessary to ensure proper operation and prevent error messages in the logs. Once the Knowledge tools and the Unicenter Service Desk migration is completed run the following Knowledge Tools reindexing command:
NX_ROOT/bin/pdm_k_reindex.exe

6.0 forms in Unicenter Service Desk that include where clauses may not work properly after a migration. When using where clause in the htmpl file, it requires you to have the character, U, in front of the UUID type id, for example:
<PDM_LIST PREFIX=list WHERE="ANALYST_ID=U'$cst.id'" FACTORY="USP_PREFERENCES">

This modified PDM_LIST statement shows a list of the user preference records owned by the login user.

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Any code written in the 6.0 sitemods.js of Service Desk that is called from an htmpl page must be merged into the r11.2 sitemods.js of Service Desk before the code will work.

10. After migration, you will be not be able to access the Web Interface as any user associated with an Access Type not delivered in your Service Desk 6.0 server. To enable web access for these Access Types, log into the Web Interface as a user with Administrator access, select the Administration tab, and enable the appropriate check boxes on the Web Interface and Knowledge Tools tabs. 11. The HTML formatted Activity Notification Message Templates that can be used with email notifications are new in the r11.2 version of Unicenter Service Desk. These HTML Message Templates are installed during the r11.2 installation, but are not installed during migration from the 6.0 version of Unicenter Service Desk. If the recipient's email reader supports HTML, it will show the HTML message rather than the plain text message. If you have customized your Message Templates, your customizations will not be included in the new HTML templates. These HTML Message Templates are supplied in files, and can be loaded if you would like to use them. The files are located in the $NX_ROOT\samples\data directory:

Files html_ntf_chg.dat html_ntf_cr.dat html_ntf_iss.dat html_ntf_itil.dat

Message Templates Sample HTML Message Templates for Change Orders Sample HTML Message Templates for Request Sample HTML Message Templates for Issues Sample HTML Message Templates for Requests, Problems and Incidents for ITIL installations

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Before loading these templates, it is recommended that you backup the following tables containing your existing Message Templates: pdm_extract Act_Type > aty_backup.dat pdm_extract Spell_Macro > macro_backup.dat The new files can then be loaded. For example pdm_load f html_ntf_chg.dat. To display an e-mail notification containing multi-byte characters correctly on your e-mail client, you need to do the following changes in NX.env file and re-cycle the services: By default on localized OS (for example, Win2K3-Japanese) with English Service Desk installed, the NX.env file contains the following entries:
NX_CHARSET = <charset supported by the localized OS >

(for Windows-Japanese, it is "shift_jis")

NX_MAIL_SMTP_HEADER_CHARSET = windows-1252 and NX_MAIL_SMTP_BODY_CHARSET =iso-8859-1

Change the code to the following:

NX_MAIL_SMTP_HEADER_CHARSET = <charset supported by the localized OS> and NX_MAIL_SMTP_BODY_CHARSET = <charset supported by the localized OS>

(for Windows-Japanese, it is "shift_jis") On Linux, NX.env by default contains the following entries:
NX_CHARSET = <corresponding character set of the localized Language entered on Character Encoding screen during configuration of Service Desk>

Modify NX.env as follows:

Note: Restart the services for the changes to take effect.

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12. After migrating to r11.2 of Service Desk, if you had a custom.ver version control file in 6.0 of Service Desk, you must remove the file and create a new custom.ver file for r11.2 of Service Desk. 13. If you use customized access types and data partitions in the previous Service Desk release, see: Adjusting Access Type and Data Partition Settings After Migration in this section.

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Removing Duplicate Key Values after Migration

If you have already run the migration, and received errors indicating that an index could not be created due to duplicate key values, use the syntax as described in the following example to locate duplicate keys in your r11.2 database for Unicenter Service Desk. Important: After you remove duplicates, you must manually create the index which failed, using the index syntax provided within the migration error message. The following example syntax for the code column in the chgcat table will provide a count for each duplicate code value, regardless of case: Ingres:
select upper(char(code)),count(*) from chgcat group by upper(char(code)) having count(*) > 1

Sql Server and Oracle:

select upper(code),count(*) from chgcat group by upper(code) having count(*) > 1

If you prefer to view the full contents of the duplicate rows, the following alternative syntax can be used: Ingres:
select * from chgcat where upper(char(code)) in (select upper(char(code)) FROM chgcat GROUP BY upper(char(code)) HAVING (COUNT(UPPER(char(code))) > 1))

Sql Server and Oracle:

select * from chgcat where upper(code) in (select upper(code) FROM chgcat GROUP BY upper(code) HAVING (COUNT(UPPER(code)) > 1))

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Adjusting Access Type and Data Partition Settings after Migration

If you used customized access types and data partitions in the previous release of Service Desk, there can be a problem with the Knowledge Tools data partitions settings after migration. This can cause a problem with the permission groups settings on categories and documents. For example, a user may see restricted information. Note: Even if you once deleted a data partition or an access type, and then re-created it, you must verify your access type and data partition settings after migration. Follow these steps after migration: From the Administration tab click on the Access Types book under Security. Then, for each access type do the following: 1. 2. Right-click on the Access Type name and select Edit. Look at the 'Data Partition Name' field. If this field is empty, there is no data partition associated with the selected Access Type. This means the user will have no restrictions and can access any document or category in the application, even if permission groups are set up. This is may be appropriate for administrators, but not for all access types. So, if there is no data partition associated with the Access Type, you will have to create a new one or select an existing one.

Next, you will need to verify the Majic code Constraint settings for both the SKELETONS table (used for Knowledge Documents) and the O_INDEXES table (used for Knowledge Categories). 1. 2. In the left tree, click the Data Partition Constraints book under Security> Data Partitions. Click on the Show Filter button and enter the Data Partitions used in previous steps. You can use the Table Name field in the Search area to limit your list. For example, enter SKELETONS or O_INDEXES in the Table Name field and click the Search button.

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The typical out-of-the-box settings for Constraints are listed as follows: Constraint Settings for Customer (like) and Employee (like) Data Partitions should be: SKELETONS table: View constraint as: 'SKELETONS READ_PGROUP in @root.pgroups and ACTIVE_STATE = 0' Pre-update and Delete constraint: 'id = 0' (Note that id=0 means no access)

O_INDEXES table: View constraint as: READ_PGROUP in @root.pgroups Pre-update and delete constraint: WRITE_PGROUP in @root.pgroups Constraint Settings for Service Desk Analyst (like), Knowledge Managers (like) and Knowledge Engineers (like) should be: SKELETONS table: View constraint as: (ACTIVE_STATE >=0 )and (READ_PGROUP in @root.pgroups OR (ACTIVE_STATE > 0 AND ASSIGNEE_ID = @root.id) OR (ACTIVE_STATE = 0 AND OWNER_ID = @root.id)) Active Pre-update and delete constraint: (ACTIVE_STATE >= 0) AND (WRITE_PGROUP in @root.pgroups OR (ACTIVE_STATE > 0 AND ASSIGNEE_ID = @root.id) OR (ACTIVE_STATE = 0 AND OWNER_ID= @root.id)) Active

O_INDEXES table: View constraint as: READ_PGROUP in @root.pgroups Pre-update and delete constraint: WRITE_PGROUP in @root.pgroups

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Unicenter Service Desk Migration Concerns

This section lists the Unicenter Service Desk migration concerns that you should be aware of during migration: 1. 2. Foreign Keys (SRELs) that reference tables, whose primary key is now a UUID, are changed from integer type to UUID type (or BYTE 16). The MDB provides a consistent database schema for a wide variety of IT management data. During the development of the MDB, data elements from the previous version of Unicenter Service Desk and Unicenter Service Desk Knowledge Tools were incorporated into this schema. The size of the data elements may increase and consequently the increase in the overall database size. However, if you have increased the size of the standard data elements beyond the column width defined for the MDB, there may be some data truncation in these elements during the migration process. Messages are issued to identify any truncation during migration. Referential integrity issues detected by the migration program when attempting to reset foreign keys will result in errors in the migration.log file and the associated foreign key is set to a pre-defined valid reference. The r11.2 version of Unicenter Service Desk includes a redesigned File Attachment component. After a migration any previously existing repositories and file attachments will still be accessible except in the following case. Shared file repositories will only be accessible if the repository daemon is running on a machine that can access the shared file. This means that the server name on the repository record (detail form) must be a Windows machine that has access to the share. A Unicenter Service Desk repository daemon must also be running on the machine. Note: After a migration, the process of downloading attachments differs depending upon when they were attached. Existing attachments (uploaded prior to a migration) will be downloaded that must be unzipped before you can view them. Any attachments uploaded by means of the r11.2 client interface of Unicenter Service Desk, will be unzipped before being downloaded and are viewable immediately. 5. For more information regarding the 6.0 database tables that have moved to newly named tables, and the column names that have been changed in the r11.2 version of Unicenter Service Desk, see Appendix "Changes to Database Schema" in the Release Impact Guide. This information is necessary for users that have written custom reports accessing these tables.

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Migration to the r11.2 version of Unicenter Service Desk will retain the customizations on the forms from the 6.0 version of Unicenter Service Desk. However, you will not see the new r11.2 functionality on the migrated customized forms. If you need the r11.2 functionality and would like to preserve your customizations, you will have to redo the customizations on a base r11.2 form, which has the new functions. If you want to upgrade to the r11.2 version of Unicenter Service Desk from a version earlier than 6.0, you will need to first upgrade to the 6.0 version, and then upgrade to the r11.2 version. In this case too, migration retains the customizations in the 6.0 version of Unicenter Service Desk, and you need to redo the customizations on a base 6.0 form, if you need the new functionalities and want to retain the customizations.

Hyphens in Knowledge Document may not migrate properly.

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Copy Customized htmpl files from Service Desk 6.0

Some of the files in the 6.0 version of Unicenter Service Desk are no longer used in the r11.2 version. However, they are required for displaying htmpl files customized in the 6.0 version of Unicenter Service Desk. After migration, you must run the following command to copy the files to specific r11.2 directories so they can be loaded and used by the web interface pdm_perl $NX_ROOT/bin/migrate_to_r11_web_check.pl

The following lists the source/target directories and the files that will be copied: 1. From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/htmpl/web/analyst to the r11.2 version of Unicenter Service Desks NX_ROOT/bopcfg/www/htmpl/web/analyst/legacy: ci_search.htmpl detail_cr_prp_edit.htmpl detail_crkn.htmpl detail_iss_prp_edit.htmpl detail_mfr_ro.htmpl detail_vp.htmpl do_svy.htmpl list_mfr.htmpl list_vp.htmpl nr_prop_tab.htmpl svy_thanks.htmpl tour_content.htmpl tour_frames.htmpl view_svy.htmpl xx_alg_tab.htmpl xx_resln_tab.htmpl

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From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/htmpl/default to the r11.2 version of Unicenter Service Desks NX_ROOT/bopcfg/www/htmpl/default/legacy: help_frameset.htmpl cst_ci_search.htmpl loginerr.htmpl

From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/macro to the r11.2 version of Unicenter Service Desks NX_ROOT/site/mods/www/macro: kt_search_str.mac

From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/html to the r11.2 version of Unicenter Service Desks NX_ROOT/site/mods/www/wwwroot/html: cst_menubar.html Note: The customization in the html file needs to be merged to R11.1. Keep the customized html file under html directory can cause problem.

From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/css to the r11.2 version of Unicenter Service Desks NX_ROOT/site/mods/www/wwwroot/css: tour.css

From the 6.0 version of Unicenter Service Desks NX_ROOT/migrate/tor11/prer11/bopcfg/www/wwwroot/img to the r11.2 version of Unicenter Service Desks NX_ROOT/site/mods/www/wwwroot/img: bg_lines_dark.gif bg_lines_medium.gif bg_lines_light.gif ca_sheet.gif button_middle.gif button_middle_down.gif button_middle_active.gif button_left_down.gif button_left.gif button_right.gif button_right_active.gif

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Copy Customized htmpl files from Service Desk 6.0

button_right_down.gif button_left_active.gif pb_blank.gif pb_vert.gif corner.gif button_middle_ns.gif pb_folder.gif books04.gif ca_logo_black.gif nsm_banner.gif sdo_banner.gif about_top.jpg amo_banner.gif kt_banner.gif tour_lines.gif tour_feature.gif tour_page.gif tour_bottombanner.jpg tour_topbanner.jpg

Update Service Desk r11.2 htmpl Code

The 6.0 attachment code for Unicenter Service Desk does not work in the r11.2 version of Unicenter Service Desk installation since code for the attachment feature in r11.2 changed. In order to make the new attachment work in the 6.0 customized htmpl files, for example, detail_cr.htmpl, detail_chg.htmpl, and detail_iss.htmp, the following htmpl code needs to be replaced with the new r11.2 htmpl code. 6.0 code in Unicenter Service Desk:
<PDM_TAB FILE="xx_attmnt_tab.htmpl" NAME="Attachments" NEW_ROW=Yes>

r11.2 code in Unicenter Service Desk:

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Copy Customized htmpl files from Service Desk 6.0

Incompatible htmpl Files

Some of the htmpl files in the 6.0 version of Unicenter Service Desk are not compatible with the htmpl files in the r11.2 version of Unicenter Service Desk. These files need to be removed from the following 6.0 customization directories of Unicenter Service Desk: NX_ROOT/site/mods/www/htmpl/default NX_ROOT/site/mods/www/htmpl/web/analyst NX_ROOT/site/mods/www/htmpl/web/employee NX_ROOT/site/mods/www/htmpl/web/customer The following is the list of incompatible files, which need to be removed: ahdtop.htmpl std_head.htmpl std_body.htmpl std_footer.htmpl login.htmpl menu_frames.htmpl top_splash.htmpl reports.htmpl styles.htmpl xx_attmnt_tab.htmpl upload_file.htmpl detail_attmnt_edit.htmpl upload_success.htmpl load_properties.htmpl imgbtndata.htmpl load_wait.htmpl scoreboard.htmpl detail_nr.htmpl list_nr.htmpl Note: These files may or may not appear in the directories mentioned above.

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Install/Remove Migration Views

To help you continue working with customized reports that use ODBC, and prevent you from having to modify them, you have the option of installing a set of views that mimic the tables that were replaced by ca_xxx (or common tables) in the MDB. These views are not required for reports delivered with Unicenter Service Desk. There is a corresponding script to remove the views once the customized reports have been converted to access the new CA-MDB tables. Note: The following commands must be run on a system local to the DBMS. For Ingres, the scripts are stored in NX_ROOT/samples/views/ingres. To install the views, issue the following command:
sql -umdbadmin mdb < IngresCreateMigViews.sql

To remove the views, issue the following command:

sql -umdbadmin mdb < IngresDropMigViews.sql

For SQL Server, the scripts are stored in NX_ROOT/samples/views/SQLServer. To install the views, issue the following command:
osql -E -n < SQLCreateMigViews.sql

To remove the views, issue the following command:

osql -E -n < SQLDropMigViews.sql

For Oracle, the scripts are stored in NX_ROOT/samples/views/Oracle. To install the views, issue the following command:
sqlplus mdbadmin/<password> < OracleCreateMigViews.sql

To remove the views, issue the following command:

sqlplus mdbadmin/<password> < OracleDropMigViews.sql

Messages During Migration

This section lists specific information that you should be aware of during migration.

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Errors in Data Extraction Phase

Phase1 ### XML write error while extracting from table table_name Additional debugging messages should follow this error message. Provide this information to technical support.

Errors in Data Reset Phase

04/08 06:28:54.875 ERROR ctct 128 Cannot locate USA in ca_country table This error occurs when migrating a contact record. The record in 6.0 had a value in the country column USA which the migration attempted to match with what is defined in the ca_country table and and failed.

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Errors in Data Loading

DropIndex ### ca.gcf.util.SqlEx: ALTER TABLE DROP CONSTRAINT: constraint 'constraint_name' does not exist This error occurs when migration attempts to drop an index which does not exist. The execution of the migration failed to add the index. Ignore this error. LoadTable ### org.xml.sax.SAXParseException: Content is not allowed in trailing section This error indicates that an xml file created by migration is invalid, and it stops the further processing for the table. The SAXParseException details "Content is not allowed in trailing section" may vary from this example. This is a serious error. Contact technical support. LoadTable 404 ca.gcf.util.SqlEx: Duplicate key on INSERT detected This error occurs when there is a unique Primary key which is being violated by attempting to insert a row with a duplicate key. The preceding messages will identify the row that migration was attempting to insert. LoadTable ### ca.gcf.util.SqlEx: Cannot INSERT into table '"table_name1"' because the values do not match those in table '"table_name2"' (violation of REFERENTIAL constraint '"constraint_name"') This error indicates that the step which drops the indexes was unsuccessful. The r11.2 version of Unicenter Service Desk contains referential constraints which were not imposed in the 6.0 version of Unicenter Service Desk. This means that in order to insert a row in the database, rows must already exist in the referenced table. This error should not occur because migration drops all referential indexes prior to loading the data. Review the migration log for additional error messages and contact technical support. LoadTable ### ca.gcf.util.SqlEx: line 1, You cannot assign a value of type 'long nvarchar' to a column of type 'nvarchar'. Explicitly convert the value to the required type This error indicates that a migration step was skipped. Contact technical support. LoadTable ### java.io.UTFDataFormatException: Invalid byte 1 of 1byte UTF-8 sequence This error indicates that your data contains characters which are not supported by XML. Migration currently supports invalid XML/UTF-8 characters within the range X'0000' thru X'001F', as well X'007F, which may be contained within your data as ASCII control characters. Contact technical support if you receive this message.

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LoadTable ### ca.gcf.util.SqlEx: Table 'table_name' does not exist or is not owned by you LoadTable ### Can not find column column_name in table table_name LoadTable ### Processing has stopped for this table because the target database does not contain the column noted in the above message These errors may occur if migration has difficulty processing user-defined tables or columns. Please contact technical support if you encounter these error messages. LoadTable ### ca.gcf.util.SqlEx: No value specified for mandatory column 'column_name' This error occurs when migration attempts to insert a row which does not have a value for a column that is mandatory in the r11.2 version of Unicenter Service Desk. Data in the previous informational message will assist in locating the row which is causing this error. AddIndex ### ca.gcf.util.SqlEx: INDEX: table could not be indexed because rows contain duplicate keys This error occurs when the rows loaded by migration contain duplicate values for the key, while a secondary index has a unique key constraint. There are two reasons for this error. If the 6.0 database in Unicenter Service Desk already contained duplicate keys If the 6.0 database in Unicenter Service Desk contained references to invalid keys which no longer exist. These invalid references are identified and logged in Phase 2. Phase 2 creates a Migration Generated Entry in the referenced table so that the reference is no longer invalid. To avoid excessive generation of these migration rows, in many cases, but not all, only one such row is created for a particular table, even though more than one value may have been invalid. This situation can lead to the duplicate key error message. For example, you may receive this error for the hier_x0 index if there were multiple invalid parent or child references pointing to a single Migration Generated Entry row. Refer to the informational message directly above this error for details about the index and its keys. Use this information and the Invalid SREL (foreign key) messages from Phase 2 to query the r11.2 database in Unicenter Service Desk to identify duplicate key values. It is important to correct these duplicates so that the index can be added. For Beta2, use sql to add the index, using the syntax provided in the log message, after the error is corrected.

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Messages During Migration

AddIndex ### ca.gcf.util.SqlEx: Could not add a REFERENTIAL CONSTRAINT. Some rows in table 'table_name1' do not have matching keys in table 'table_name2'. This error occurs when tables fail to load completely when migration attempts to add the referential constraints. The r11.2 version of Unicenter Service Desk includes referential constraints which did not exist in the 6.0 version. In addition, there are some columns in the r11.2 version database whose values will default to "0" if no value is supplied. An example is the resource_class column in the ca_owned_resource table. If one or more of the 6.0 Network_Resource rows did not include a value for resource_class, and you do not have a General_Resource_Class row for id = 0, you will receive this error. Use the information provided in the preceding message to identify the index column(s) in error. It is necessary to correct these references so that the index can be added. For Beta2, use sql to add the index, using the syntax provided in the log message, after the error is corrected. AddIndex ### java.sql.SQLException: [Microsoft][SQLServer 2000 Driver for JDBC][SQLServer]There is already an index on table 'table_name' named 'index_name' This error, as identified in the log messages which precedes this message, indicates that migration is attempting to recover from a prior execution of migration, which failed in the middle of the step while adding the indexes. You may receive this duplicate error because some of the indexes had already been added. Ignore this error.

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Appendix B: Portal Installation

This appendix discusses how to access Unicenter Service Desk components through Unicenter Management Portal and CleverPath Portal. Use the procedures in this appendix if you have Unicenter Management Portal or CleverPath Portal installed on your system and want to access Unicenter Service Desk through it. If you want to setup SSL, see Configure Service Desk to Use SSL with Portal. Note: Unicenter Management Portal and CleverPath Portal are not shipped with Unicenter Service Desk, and must be purchased and licensed separately. This appendix contains only the most basic information for accessing Unicenter Service Desk through Portal Administration. For detailed information, see the CleverPath and Unicenter Management Portal Server Administration Online Help.

Verify Service Desk Web Interface Accessibility

After Unicenter Service Desk is installed on a system, make sure that you can access the web interface through tomcat server. For Portal Integration to work, the Unicenter Service Desk Web Interface must be accessible through tomcat. Note: For Unicenter Service Desk LINUX server installation the LD_LIBRARY_PATH must be set to $NX_ROOT/sdk/lib.

Install and Start the Portal

For detailed information on installing, starting, and stopping Portal, see the Unicenter Management Portal or the CleverPath Portal Getting Started Guide, whichever applies to your installation. Note: You can install Portal on the system where Unicenter Service Desk is installed, or on a separate system.

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Install and Start the Portal

Include Portlets
To include Unicenter Service Desk portlets in the portal: 1. Log onto the Unicenter Service Desk and click Search from the Options Manager on the Administration tab. The Options List window appears. 2. Click on Portal_Safe_List. The Portal_Safe_list Detail window appears. 3. Enter the machinename:portnumber where the portal was installed in the Options Value Field. For more information on what this option does, see the online help. Click Install. Restart Unicenter Service Desk daemon. Login to the portal as an administrator. Create a user which is valid Unicenter Service Desk User. For more information on how to create a user, see the portal documentation. Note: The password used while creating this user in the portal could be different from the password used by this same user to log into Unicenter Service Desk as Unicenter Service Desk authenticates the users for this integration using a combination of the following, username, a valid portal session and the portal install value if it exits in the PORTAL_SAFE_LIST option. 8. Select Knowledge from the main Portal menu bar. The Knowledge page appears. 9. Select Library from the left pane Knowledge bar. The Library tree appears in the left pane. 10. Select (or create then select, if necessary) a folder in the Library tree, then choose Publish File from the right pane Knowledge bar. The Publish File form opens. 11. Type the following Unicenter Service Desk portlet URL in the Content text box on the General Information tab:
http://hostname:portnumber/CAisd/PortalServlet?USERNAME=$USER.username$&PORTA LSESSION=$SESSION$&PORTALINSTALL=portalhostname:portalportnumber

4. 5. 6. 7.

Note: Substitute hostname:portnumber in the URL with the name and port of the web server on which Unicenter Service Desk resides. Substitute portalhostname:portalportnumber in the URL with the name and port of the web server on which Portal resides. 12. Type Unicenter Service Desk in the Title text box.

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Configure Service Desk to Use SSL with Portal

13. Click Advanced. The Advanced properties page of the Publish File form displays. 14. Type portal/variable-url in the Content (mime) Type field and click Publish. The published contents appear in the selected Library folder. 15. Configure the Workplace to show this portlet. 16. Log out and login as the newly created user. You should be automatically logged onto Unicenter Service Desk in the portlet you just created without logging on again. Note: While running Service Desk in the portlet, the preference, Avoid Popups, is not available in the Preference page and a popup window is always used regardless of the setting of the preference. To connect to the portal server, open a web browser, and enter the following URL in the location or address field:
http://<servername>:<port#>/servlet/portal

where: <servername> Specifies the server name (or IP address) of the portal server. <port#> Specifies the port number that the portal server monitors. You specified the port number during portal server installation. The default port is 8080.

Configure Service Desk to Use SSL with Portal

Note: For production purposes, it is always recommended that you obtain a certificate from a trusted certificate authority. Before configuring Unicenter Service Desk to use SSL, check to see if the Portal and Service Desk integration works without SSL. If the integration works without SSL, follow the steps in the procedure for Include Portlets.

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Configure Service Desk to Use SSL with Portal

Setup SSL using a self-signed certificate

To set up the Unicenter Service Desk Portal Integration using a self-signed certificate, follow these steps: 1. At the command line, enter:
%JAVA_HOME%\bin\keytool -genkey -alias tomcat -keyalg RSA

Answer the prompts appropriately and enter 'changeit' as the password for both password prompts (you'd have other configuration steps if you use a different password). This sets up the certificate. 2. Edit the server.xml file located in:
$NX_ROOT/bopcfg/www/CATALINA_BASE/conf

Uncomment the following section and save:

<!-<Connector className="org.apache.coyote.tomcat4.CoyoteConnector" port="8443" minProcessors="5" maxProcessors="75" enableLookups="true" acceptCount="100" debug="0" scheme="https" secure="true"useURIValidationHack="false" disableUploadTimeout="true"> <Factory className="org.apache.coyote.tomcat4.CoyoteServerSocketFactory" clientAuth="false" protocol="TLS" /></Connector> -->

Add keystoreFile attribute to server.xml. (When you run the command in step 1, a .keystore file gets created in the user's home directory. Add the reference to the keystoreFile attribute and Save the file. Your server.xml should look as follows.
<Connector className="org.apache.coyote.tomcat4.CoyoteConnector" port="8443" minProcessors="5" maxProcessors="75" enableLookups="true" acceptCount="100" debug="0" scheme="https" secure="true" useURIValidationHack="false" disableUploadTimeout="true"> <Factory className="org.apache.coyote.tomcat4.CoyoteServerSocketFactory" clientAuth="false" protocol="TLS" keystoreFile="location/.keystore" /> </Connector>

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5. 6.

Restart Unicenter Service Desk. Test to check whether SSL works point your browser to https://machinename:8443. This should display a Security Alert dialogue. Click Yes. Note: SSL uses port 8443

Replace the Service Desk portlet to use HTTPS and port 8443.
https://hostname:8443/CAisd/PortalServlet? USERNAME=$USER.username$&PORTALSESSION=$SESSION$&PORTALINSTALL=portalhostname :portalportnumber

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Connect to Service Desk when Portal Uses SSL

To import the Portal Server Certificate so that a trusted connection can be made between Unicenter Service Desk and Portal when it is configured to use SSL, follow these steps: 1. Verify that Portal is configured and works with SSL. Note: Refer to the Portal documentation for the verification process. 2. Export the certificate from the box on which Portal is installed by following these steps: a. Locate the server.xml file at the following location: PORTAL_Install_Dir\jakarta-tomcat-4.1.29\conf. b. Note the keystore location and password (pwd), as illustrated in the following lines in server.xml. The default password is changeit (all lower case). If you used a custom password while creating the certificate during the portal setup (for more information, see "Create a Security Certificate" in the Portals Getting Started Guide), you will have to use the custom password. In the steps and examples that follow, changeit is the default password used:  <Connector className="org.apache.coyote.tomcat4.CoyoteConnector" port="8443" minProcessors="5" maxProcessors="150" enableLookups="true" acceptCount="100" debug="0" scheme="https" secure="true" useURIValidationHack="false" disableUploadTimeout="true"> <Factory className="org.apache.coyote.tomcat4.CoyoteServerSocketFactory" keystoreFile="c:\Program Files\CA\SharedComponents\Unicenter Management Portal\UMPkeystore" keystorePass="changeit" clientAuth="false" protocol="TLS" /> </Connector>

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Navigate to the JRE bin directory (PORTAL_Install_Dir\ jre\bin) on the portal server box to access the keytool utility that you will use for exporting the PORTAL Server certificate to a file. Access the keytool utility, using the following command: keytool -export -alias tomcat -file umpserver.cer -keystore "c:\Program Files\CA\SharedComponents\Unicenter Management Portal\UMPkeystore" Enter keystore password: changeit Certificate stored in file <umpserver.cer> Note: When prompted for the password, be sure to use the password obtained from step 2b. In the previous example, changeit is the password noted in step 2b. The keystore location is also obtained from step 2b.

Import the certificate obtained from the server to the box containing the Unicenter Service Desk installation by using the keytool utility, as follows: a. On the Unicenter Service Desk box, navigate to the JRE\bin directory directory, typically at the following location: C:\Program Files\CA\SharedComponents\JRE\bin. b. The certificate should be imported into the Certification authority used by the Service Desk Java Virtual Machine. The following is an example of an import. In this example, the location of the Certificate authority is C:\Program Files\CA\SharedComponents\JRE\1.4.2_06\lib\security\cacerts. When prompted for a pwd , you will enter changeit. When prompted for Trust this certificate, you will enter Yes. Keytool.exe -import -alias tomcat -trustcacerts -file umpserver.cer keystore "C:\Program Files\CA\SharedComponents\JRE\1.4.2_06\lib\security\cacerts"

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Enter keystore password: changeit Owner: CN=ump001.ca.com, OU=unicenter, O=ca, L=islandia, ST=ny, C=us Issuer: CN=ump001.ca.com, OU=unicenter, O=ca, L=islandia, ST=ny, C=us Serial number: 43ecb469 Valid from: Fri Feb 10 10:42:33 EST 2006 until: Thu May 11 11:42:33 EDT 2006 Certificate fingerprints: MD5: A1:AF:AE:92:39:2E:53:D5:1C:6D:FE:44:68:61:DD:5C SHA1: 66:3A:BC:77:32:81:60:89:70:B9:EF:FB:74:3D:93:74:CD:8E:E2:D2 Trust this certificate? [no]: yes Certificate was added to keystore Note: When prompted for the password, use the password obtained from step 2b. In the previous example, changeit is the password noted in step 2b. 4. Edit the file portal-xml-api.xml under $NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEBINF\xml\portal-xml-api.xml by doing the following: a. Replace http in the line: <!DOCTYPE PORTAL SYSTEM "http://127.0.0.1:8080/servlet/media/xml/api/request.dtd"> With https: <!DOCTYPE PORTAL SYSTEM "https://127.0.0.1:8080/servlet/media/xml/api/request.dtd"> b. c. Save the file. If Portal_Safe_List has been installed, make sure you change the portnumber to 8443 and the machine name to include the domain name (for example, machinename.ca.com:8443). Note: It is important to include the domain name in the machinename as the portal certificate contains the domain name. For more information, see "Create a Security Certificate" in the Portal's Getting Started Guide. If Portal_Option_List is not installed, see Include Portlets in this guide, and follow steps 1 through 4.

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5. 6.

Recycle the Unicenter Service Desk server. From Portal, connect to the Service Desk Portlet using the the following url:
http://hostname:portnumber/CAisd/PortalServlet?USERNAME=$USER.username$&PORTA LSESSION=$SESSION$&PORTALINSTALL=machinename:8443

Note: Substitute machinename in the url with the name of the web server on which Portal resides. The machine name in this url should include the domain name, for example, machinename.ca.com:8443. Substitute the hostname:portnumber in the url with the name and port of the web server on which Unicenter Service Desk resides.

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Appendix C: Using Unicenter Software Delivery to Install and Configure Windows Clients
If your enterprise has purchased and installed Unicenter Software Delivery, you can deploy the Unicenter Service Desk client remotely. The Service Desk Java Client package allows for an unattended installation and configuration of the client. Note: The Unicenter Software Delivery option can deploy Windows-based Service Desk clients only. This feature is not available for client deployment on LINUX.

Using the Service Desk Java Client Package

This section explains how to use Unicenter Software Delivery to perform the following: Register the Unicenter Service Desk Java Client package in the Unicenter Software Delivery Software Library. Remove unnecessary source components from the package (optional).

Phase 1: Review System Requirements (Windows Client)

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Using the Service Desk Java Client Package

Phase 2: Register the Service Desk Java Client Package

In this phase, you register the Unicenter Service Desk Java Client package with the Unicenter Software Delivery software library. To do so, follow these steps: 1. Select Programs, CA, Unicenter, Software Delivery, SD Explorer from the Windows Start menu. The Software Delivery explorer window appears.

2. 3.

Click as necessary in the tree view to navigate to the Software Library, All Software branch. Right-click All Software and select New, Software from the shortcut menus. The New Software dialog appears.

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Enter the name and version of the software item with alphanumeric characters. (The vendor and comment fields are optional). Name Unicenter Service Desk Client Win32 [en-US] r11.2 Version r11.2 Vendor CA, Inc. Comment Unicenter Service Desk Client Win32 [en-US] r11.2

Click OK. Expand the tree view of the software package to enable display of the source image, procedures, and a registry of the installation records.

Right-click Source and select New volume, From Files from the shortcut menu. The Create new volume dialog appears.

Enter the name with alphanumeric characters. Name Administrative Client Win32

8. 9.

Click OK. Place the Unicenter Service Desk installation media into your CD/DVDROM drive and from the Windows Explorer, Select All (except the reginfo directory) and Copy.

10. Drag and drop these directories/files into the Source folder. 11. Right-click Procedures and select New, Procedure from the shortcut menus. The Register procedure dialog appears. 12. Enter the name for the procedures folder and comment with alphanumeric characters. Name Install Comment Installs the Service Desk Administrative Client (Windows) using \winclnt.32\Disk1\setup.exe /s. The /s option specifies an unattended installation using the default response file: setup.iss. 13. Select the Embedded File tab.

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Using the Service Desk Java Client Package

14. Enter the details to invoke the procedure, such as: File setup.exe Subpath winclnt.32\disk1 Volume Administrative Client Win32 Type Executable file Parameters /s 15. Click OK. 16. Right-click on Unicenter Service Desk Java Client Win32 [en-US] r11.2 in the Software Library tree, and select Seal from the shortcut menu. The Unicenter Service Desk package is sealed, making it available for delivery through Unicenter Software Delivery. A registered package named "Unicenter Service Desk Java Client Win32 [en-US] r11.2" displays in the All Software branch under Software Library.

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Phase 3: (Optionally) Remove Unnecessary Source Components

If you intend to use the unattended install settings from the setup.iss file, remove unnecessary source components from the package to reduce its size from approximately 370MB to as little as 90MB, thereby saving significant bandwidth. To do so, follow these steps: 1. 2. 3. Click as necessary in the Software Delivery Explorer tree view to navigate to the Software Library/All Software branch. Right-click Unicenter Service Desk Java Client Win32 [en-US] r11 and click Unseal from the shortcut menu. Click as necessary to navigate to the Source branch under Unicenter Service Desk Java Client Win32 [en-US] r11. You may delete a directory and its contents that represents a feature that is not required or an existing installation that already exists at the target location. For instance, the following when deleted would represent a significant reduction in the package size and delivery time. The winclnt.32\disk1\AccessRT directory and its contents The winclnt.32\Ingres directory and its contents 4. 5. Right-click the item branch you want to delete, then click Delete from the shortcut menu. When you finish deleting items, right-click the Unicenter Service Desk Java Client Win32 [en-US] r11 branch and select Seal from the shortcut menu.

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Using the Service Desk Java Client Package

Phase 4: Install the Java Client

In this phase, you use Unicenter Software Delivery to perform an unattended remote installation of the Unicenter Service Desk Java Client. To do so, follow these steps: 1. 2. In the Software Delivery Explorer Tree View, click as necessary to navigate to the Software Library/All Software branch. Right-click Unicenter Service Desk Java Client Win32 [en-US] r11 and click Copy from the shortcut menu.

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Click as necessary to navigate to the appropriate destination under the All Computers and Users branch, then right-click the selected destination computer or user and click Paste, Software/Procedures to Schedule Jobs with Default Settings from the shortcut menu.

The job runs. To view the job status and targets, navigate to the Job Containers branch in the Tree View. For more information, see the Unicenter Software Delivery Administrator Guide.

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Using the Service Desk Java Client Package

Phase 5: Configure Reports and Screen Painter

If you installed the Reports or Screen Painter options, follow the appropriate procedures from Phase 4: Configure Reports and Screen Painter in the chapter Client Installation (Windows), depending on the type of database your Unicenter Service Desk server uses and the types of reports you installed. You need only complete the procedures in the sections that apply to your installation. After you complete the appropriate sections, you can run any of the Crystal or Microsoft Access reports that you installed. For more information, see the chapter Report Generation in the Administrator Guide. You can also use the Screen Painter. For more information, see the chapter The Screen Painter in the Modification Guide.

Phase 6: Start the Client Interface

To start the Unicenter Service Desk interface, click the interface from the Unicenter Service Desk menu. Note: When you start the interface, Unicenter Service Desk version control compares items under control on the server with those items on the client. If discrepancies occur, those items are downloaded to your client, depending on how the administrator has set up version control. Upon initial startup, version control downloads files and options from the server to most clients. Version control issues several informational messages. Click OK in response to these messages. For more information, see the chapter Version Control Management in the Administrator Guide. If your Unicenter Service Desk server has the web interface installed, you can also access the web interface from your web browser. The URL for a Windows or UNIX installation typically resembles http://host_name/CAisd/pdmweb.exe. The URL may differ slightly from one installation to another (if you are uncertain check with the administrator). You need not install a Unicenter Service Desk client to use the web interface.

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Appendix D: Mainframe Product Integration

This appendix explains the Unicenter Service Desk side data (.dat file) associated with mainframe product integrations.

Load Service Desk Side Data

The Unicenter Service Desk side data (.dat file) associated with mainframe product integrations is in a list which associates a .dat to mainframe product name. Note: If the Service Desk server is configured to use ITIL methodology, then ITIL updates need to be applied to the integration data. Use pdm_userload -a itil_integXXX.dat to apply the updates only after loading the respective integXXX.dat. Use pdm_userload -f integXXX.dat to load Unicenter Service Desk side data to enable a particular integration. The files are delivered to $NX_ROOT\data\integrations\. For further instructions on enabling the calling side (mainframe product side) of the integration, see "CA Common Services for z/OS - Unicenter Service Desk Integration Guide r11.1", which will ship with each mainframe product.

CA Products Currently Using CAISDI

The following table lists the products currently using CAISDI and the associated .dat files:

CA Product Currently Using CAISDI Advantage EDBC BrightStor CA-1 BrightStor CA-Allocate BrightStor CA-Disk BrightStor CA-Dynam/TLMS BrightStor CA-Vantage

DAT file integEDBC.dat integCA1.dat integAllocate.dat integDisk.dat integTLMS.dat integVantage.dat

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CA Products Planning to Use CAISDI

BrightStor CA-Vtape Unicenter CA-7 Unicenter CA-JARS

integVtape.dat integCA7.dat integJARS.dat integJARSMVS.dat

Unicenter CA-MIM Unicenter CA-OPS/MVS Unicenter CA-SYSVIEW

integMIM.dat integOPMVS.dat integSysview.dat

Unicenter NetMaster Network Management for TCP/IP integNetMaster.dat Unicenter NetMaster Network Management for SNA Unicenter NetMaster Network Automation Unicenter NetMaster Network Performance Unicenter NetMaster Network Operations for TCP/IP Unicenter NetMaster File Transfer Management Unicenter NeuMICS integNetMaster.dat integNetMaster.dat integNetMaster.dat integNetMaster.dat integNetMaster.dat integNeuMICS.dat

CA Products Planning to Use CAISDI

The following table lists the CA products that would use CAISDI and the associated .dat files:

CA Product Planning to Use CAISDI Allfusion CA-2e Unicenter AutoSys Job Management Unicenter CA-Bundl Unicenter CA-11 Restart and Tracking Unicenter CA-Connect CA-DASDCheck (?) Allfusion CA-Datamacs Allfusion Date Simulator Unicenter CA-Deliver Output Management Unicenter CA-Dispatch Output Management BrightStor CA-FAVER VSAM Data Protection

DAT file integ2e.dat integAutoSys.dat integBundl.dat integCA11.dat integConnect.dat integDASD.dat integDatamacs.dat integDate.dat integDeliver.dat integDispatch.dat integFaver.dat

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CA Products Planning to Use CAISDI

Allfusion CA-FileAge Allfusion CA-FileMaster Plus CA-Filesave/RCS Allfusion Gen (?) Unicenter GSS (Common component) Allfusion CA-InterTest Unicenter CA-JCLCheck Utility Unicenter CA-Jobtrac Job Management Allfusion Joe Unicenter CA-LPD Report Convergence Allfusion CA-Optimizer Allfusion CA-Optimizer/II Allfusion Plex Unicenter CA-Scheduler Job Management Unicenter CA-Spool Print Management Allfusion CA-SymDump Allfusion CA-Verify Unicenter CA-View Output Archival and Viewing

integFileAge.dat integFileMaster.dat integFileSave.dat integGen.dat integGSS.dat integInterTest.dat integJCLCheck.dat integJobtrac.dat integJoe.dat integLPD.dat integOptimizer.dat integOptimizerII.dat integPlex.dat integScheduler.dat integSpool.dat integSymDump.dat integVerify.dat integView.dat

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Appendix E: Samples Directory

This appendix contains information on several files in the $NX_ROOT/samples directory that can be modified for use with various external interfaces. These are grouped into various sub-directories. None of the files in the samples directory are executable as originally shipped. Note: Windows C++ complier, such as Microsoft Visual C++ (which is a part of Microsoft Visual Studio .NET 2003) is a pre-requisite to use $NX_ROOT/samples/i18n/makei18ndll.bat, which allows a Unicenter Service Desk administrator to customize the message catalog (pdm.dll) on Windows.

Contents of the Samples Directory

The sample directory contains the following subdirectories and files:

asset
myco_demo.caz This file contains a sample Business Process View that can be used to test Change Impact Analyzer.

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Contents of the Samples Directory

call_mgt
Contains samples for customization in request management. gencr.frg This file can be used in conjunction with bop_cmd to create requests from a command line. All notifications and activity log entries will occur, however no Request Form will display on the server when created. Be sure to read the gencr_readme.txt file to learn the syntax, and how to modify it if necessary. The file should be placed in $NX_ROOT/site/mods/interp, if the directory does not exist, you should create it. iss_site.mod This file can be used to enable activity logging of site-adapted fields in issues. This file should be placed in $NX_ROOT/site/mods/majic after it has been changed for the site-adapted fields. cr_site.mod This file can be used to enable activity logging of site-adapted fields in requests. This file should be placed in $NX_ROOT/site/mods/majic after it has been changed for the site-adapted fields. chg_site.mod This file can be used to enable activity logging of site-adapted fields in change orders. This file should be placed in $NX_ROOT/site/mods/majic after it has been changed for the site-adapted fields. gencr_readme.txt This file contains instructions on how to use the gencr.frg file. chg_site.spl This file may be modified to change the mapping of attributes when creating a change order from a request. This file should be placed in $NX_ROOT/site/mods/majic after the appropriate changes have been made. audlog_site.mod This file can be used to enable audit logging of site-adapted fields. This file should be placed in $NX_ROOT/site/mods/majic after it has been changed for the site-adapted fields.

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Contents of the Samples Directory

Notify_add.spl (UNIX only) This file can be used to add the requests log agent, assignee and group to the request notification list. This file should be placed in $NX_ROOT/site/mods/majic. Notify_replace.spl (UNIX only) This file can be used to add the requests log agent, assignee and group to the request notification list when they are changed. This file should be placed in $NX_ROOT/site/mods/majic.

data
Sample data for loading into the database. As noted, modifications may have to be made before using with your system. html_ntf_chg.dat This file contains sample html notifications for change orders. A pdm_userload can be run using this file to load the sample notifications. This would only need to be done on a system that has been migrated from 6.0. html_ntf_cr.dat This file contains sample html notifications for requests. A pdm_userload can be run using this file to load the sample notifications. This would only need to be done on a system that has been migrated from 6.0. html_ntf_iss.dat This file contains sample html notifications for issues. A pdm_userload can be run using this file to load the sample notifications. This would only need to be done on a system that has been migrated from 6.0. html_ntf_itil.dat This file contains sample html notifications for systems configured for using the ITIL methodology. A pdm_userload can be run using this file to load the sample notifications. This would only need to be done on a system that has been migrated from 6.0.

FAXserve (Windows only)

fs-template2.rtf This file contains a sample template for use with FAXserve. fs-template.rtf This file contains a sample template for use with FAXserve.

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Contents of the Samples Directory

i18n
Contains resources and scripts necessary to build the products global resource and message catalogs. Note: Other Java components utilize Java resource bundles for their UI strings and messages. Reports, forms, and base-data also contain elements appearing on the user-interfaces and are defined in formats. For more information on this, see the Modification Guide. This catalog is a repository for user interface (UI) strings and messages utilized by most compiled components and the UI elements of the Service Desk interface (excluding form definitions). The i18n directory further contains a backup copy of the initial out-of-box catalog: pdm.dll (Windows) and pdm.cat (Linux/UNIX). The runtime copy used by the system can be found in %NX_ROOT%\bin\pdm.dll (Windows) and $NX_ROOT/fig/cfg/pdm.cat (Linux/UNIX). pdm.mc (Windows only) This file is an executable that is used to create a pdm.dll file. pdm.dll (Windows only) This file contains messages used by Unicenter Service Desk and Unicenter Knowledge Tools. pdm.def (Windows only) This file is used in creating the pdm.dll file. makei18ndll.bat (Windows only) This batch file is run to create the pdm.dll file. makei18ncat (UNIX only) This script file is run to create the pdm.cat file. pdm.cat (UNIX only) This file contains messages used by Unicenter Service Desk and Unicenter Knowledge Tools. pdm.txt (UNIX only) This file contains messages in text format used by Unicenter Service Desk and Unicenter Knowledge Tools.

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Message catalog on Windows

To modify, build and deliver the message catalog on Windows, you need a tool for generating Windows resource-only DLLs, such as Microsoft Visual Studio.NET 2003. To make the modification, follow these steps: 1. 2. 3. 4. Backup the %NX_ROOT%\samples\i18n directory. Edit the pdm.mc file with an editor capable of saving in Unicode format, such as Notepad. From a command prompt, cd to the %NX_ROOT%\samples\i18n directory. If using MS-Visual Studio, confirm that the proper Microsoft Visual Studio C++ command line variables have been configured (for example, for Microsoft Visual Studio .NET 2003, run <VSINSTALLDIR>\Common7\Tools\vsvars32.bat). Run makei18ndll.bat to generate pdm.dll. Stop the products services, copy the generated pdm.dll to the %NX_ROOT%\bin, and restart services.

5. 6.

Message catalog on Linux/Unix

To modify, build and deliver the message catalog on Linux/UNIX, you need a Linux/UNIX environment matching the production environment with the gencat utility installed. To make the modification, follow these steps: 1. 2. 3. 4. 5. Backup the $NX_ROOT/samples/i18n directory. Edit the pdm.txt file with an editor. From a command shell, navigate to the $NX_ROOT/samples/i18n directory. Invoke the script makei18ncat. Stop the products services, copy the generated pdm.cat to the %NX_ROOT/bin, and restart services.

macro_lock
This file contains a spel fragment that can be run using a bop_cmd to turn off locks that are being held by macros.

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ntf_meth
These are sample notification methods. As noted, modifications may have to be made before using them with your system. Setup instructions are included in this section. These scripts are all written to run with a Bourne shell interpreter. Note: Under UNIX, these scripts will run as written. However, on Windows NT, either a third party Bourne shell interpreter must be installed on the server or the scripts need to be rewritten as complied c files, or .bat files. Another possibility is to install a Perl interpreter and translate the scripts to Perl. hp.pdm_pager0 (UNIX Only) hp.pdm_pager1(UNIX Only) hp.sendpage0(UNIX Only) hp.sendpage1(UNIX Only) pager.p(UNIX Only) sun.pdm_pagera(UNIX Only) sun.pdm_pagerb(UNIX Only) sun.sendpagea(UNIX Only) sun.sendpageb(UNIX Only) These files contain sample notification methods for pagers. These are only examples and will not necessarily work with different pagers. pager_notify.pl This file contains a sample perl script that could be modified and used as a notification method for pagers. Note that it is only a sample and may not necessarily work with different pagers.

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pdmconf
web.xml.tpl pdm_startup.tpl pdm_edit_usage_notes.htm alias_install.bat web.cfg.tpl pdm_startup.i.tpl pdm_edit.pl README_files All of these files are used by pdm_edit.pl to create startup files for a primary server and secondary servers that are configured to run a variety of daemons.

sdk
This directory contains a sample file for making Unicenter Service Desk web service calls.

sql
ingres_lockdown_sd_only.sql This file contains a set of REVOKE statements which will remove the SELECT privilege on Unicenter Service Desk tables from PUBLIC access. You may want to run this script in order to manage who has access to these tables. ingres_lockdown_common.sql This file contains a set of REVOKE statements which will remove the SELECT privilege on CA Common tables from PUBLIC access. You may want to run this script in order to manage who has access to these tables.

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views
ingres IngresCreateMigViews This file contains views for an Ingres database that could be used to allow most reports written for earlier releases to continue to work until the reports can be rewritten to support the current table structures. Loading these view should only be required to support customized reports written for previous release. IngresDropMigViews This file contains commands to drop the migration views from an Ingres database.

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Appendix F: Import Knowledge Tools Sample Data

Sample Knowledge data from Knowledge Broker, PCHowTo and Right Answers is provided for your use. If you decide you want to use the sample Knowledge data you must import the data into the Knowledge Tools database. Follow the instructions outlined below to do so. For a Windows installation: 1. Go to $NX_ROOT\samples\data and unzip SampleData.zip into the same directory. If you wish to customize field data, follow the steps in the Customize Field Data section before moving on to the next step. 2. There are four batch files located at $NX_ROOT/bin. These can be run by double-clicking on the batch file, or from a command window. a. ImportSampleData.bat loads all the sample data files (ImportKnowledgeBroker.bat, ImportPCHowTo.bat, ImportRightAnswers.bat) ImportKnowledgeBroker.bat sample data provided by Knowledge Broker ImportPCHowTo.bat sample data provided by PCHowTo ImportRightAnswers.bat sample data provided by Right Answers

b. c. d.

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Contents of the Samples Directory

For a UNIX installation: 1. Run the command tar -xvf SampleData.tar from $NX_ROOT/samples/data. If you wish to customize field data, follow the steps in the Customize Field Data section before moving on to the next step. 2. There are four shell files located at $NX_ROOT/bin, which can be run from a command window. These files include the following: a. ImportSampleData.sh - loads all the sample data files (ImportKnowledgeBroker.sh, ImportPCHowTo.sh, ImportRightAnswers.sh) ImportKnowledgeBroker.sh sample data provided by Knowledge Broker ImportPCHowTo.sh sample data provided by PCHowTo ImportRightAnswers.sh sample data provided by Right Answers

b. c. d.

Changing the Imported Document Status: By default, the status of an imported document is Published. If you need to change the status to Draft, perform the following procedure for every imported document you want changed to the Draft status: 1. Open Headings.txt located in $NX_ROOT/site/cfg. A template appears containing the property of Status, with the default value of Published. 2. 3. 4. Change Published to Draft. Open ImportKnowledgeBroker.bat and ImportSampleData.bat for Windows or ImportKnowledgeBroker.sh and ImportSampleData.sh for Unix. Replace all words "Published" with "Draft".

Note: These changes should be completed before running any .bat (Windows) or .sh (Unix) file.

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Customize Field Data

To customize Field Data on both Windows and UNIX installations, follow these steps: 1. Open the headings.txt file, located at $NX_ROOT\site\cfg, with WordPad. The file contains 3 paragraphs that look as follows: NAME=SampleTemplate_1 DELIMITER={Tab} FIELDS=CREATION_DATE, TITLE, SUMMARY, PROBLEM, RESOLUTION, PATH DEFAULTS=STATUS:Draft, AUTHOR:ServiceDesk, OWNER:ServiceDesk, INITIATOR:John.Smith@yourcompany.com PATH_DELIMETER=~ NEW_LINE_IN_REC=\n 2. On the first line, the Name= refers to these sample data: SampleTemplate_1 default settings SampleTemplate_2 settings for PCHowTo sample SampleTemplate_3 data settings for RightAnswers sample data Note: The sample data from Knowledge Broker is in kbi format and cannot be customized in this manner. 3. On the line beginning with DEFAULTS, default values for status, author, owner and initiator may be set. Note that the value entered here applies to all the sample data, it cannot be set on a document by document basis. Additional fields may be added to the DEFAULTS line in the same format, if desired.

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About the Sample Data

CA is not responsible for the accuracy of the data provided by the various vendors. It is provided as is for your use. KnowledgeBroker This free KnowledgeBase from KnowledgeBroker contains more than 400 sample solutions to common problems with Microsoft Outlook 2003 and Outlook XP. Used by Help Desk Analysts and End Users, KBI KnowledgeBases save time and cut costs by streamlining the support process. Each Outlook solution is short, concise and easy to follow. Needed graphics are built-in. No clicks on links or outside URLs. Enter a question or key word in your CA Search, select an answer and follow the step-by-step solution. It's that simple. PCHowTo To illustrate the power and utility of a multimedia knowledge base, PCHowTo has assembled a small content library of knowledge items for Internet Explorer. Integrated into the CA Unicenter Service Desk product in a very simple, straight-forward manner, detailed descriptions on how to set the browser toolbars, manage favorite links, and other useful functions fully enable the user to obtain maximum performance from the product. These knowledge items are task specific, designed to provide the user with precise information at the time of need. The text is presented with a Show Me link that will display the multimedia feature, allowing users to read or experience the knowledge items. RightAnswers This sample title includes a variety of How To solutions &" Error Message solutions from Microsoft Excel 2003, all designed to fuel selfservice for end-users and improve 1st call resolution rates for support analysts. In addition, youll find a sample of our multimedia solutions (search for Show-IT) that show you what to do with sound and video and our automated tasks (search for Automate-IT) that actually implement the solution for you!

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Appendix G: Silent Installation License Agreement

Computer Associates International, Inc. ("CA") End User License Agreement (the Agreement) for the CA software product that is being installed as well as the associated documentation and any SDK, as defined below, included within the product (the Product). Carefully read the following terms and conditions regarding your use of the Product before installing and using the Product. Throughout this Agreement, you will be referred to as You or Licensee. By selecting the "I accept the terms of the License Agreement" radio button below, and then clicking on the Next button, you are I. Representing that you are not a minor, and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; II. Consenting on behalf of yourself and/or as an authorized representative of your employer, as applicable, to be bound by this Agreement. By selecting the "I do NOT accept the terms of the License Agreement" radio button below, and then clicking on the Next button, the installation process will cease. 1. CA (or where the Product is being supplied outside of North America the CA subsidiary identified after Section 15 below for the country in which the Product is being supplied, and in such instance CA shall mean the CA subsidiary identified) provides Licensee with one copy of the Product, for use by a single user, or the quantity designated as the authorized use limitation (Authorized Use Limitation) on any Order Form (defined below) referencing the terms of this Agreement or CD sleeve included within the Product box. CA licenses the Product to Licensee on a non-exclusive basis, pursuant to the terms of this Agreement as well as the terms of (a) any CA Order Form or Registration Form which has been signed by Licensee and CA; or (b) a License Program Certificate which is provided by CA to Licensee, as applicable (each hereafter referred to as the Order Form).

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2. If the Product is an alpha or beta version of the program, hereinafter referred to as the beta program or beta version and not generally available to date, CA does not guarantee that the generally available release will be identical to the beta program or that the generally available release will not require reinstallation. Licensee agrees that if it registers for support or if otherwise required by CA, Licensee shall provide CA with specific information concerning Licensees experiences with the operation of the Product. Licensee agrees and acknowledges that the beta version of the Product (a) is to be used only for testing purposes and not to perform any production activities unless CA shall have otherwise approved in writing and (b) has not been tested or debugged and is experimental and that the documentation may be in draft form and will, in many cases, be incomplete. Licensee agrees that CA makes no representations regarding the completeness, accuracy or Licensees use or operation of the beta version of the Product. BETA PRODUCTS ARE PROVIDED ON AN AS IS BASIS, WITHOUT WARRANTIES OR REPRESENTATIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OR REPRESENTATIONS OF TITLE OR NON-INFRINGEMENT. If Licensee is also a Tester of the beta version of the Product (as Tester is defined by the Beta Testing Agreement that was agreed to by Licensee during the registration process before obtaining the beta version of the Product), Licensee agrees that the terms of this Agreement are in addition to, and do not supersede, the terms of the Beta Testing Agreement. 3. If the Product is being licensed on a trial or evaluation basis, Licensee agrees to use the Product solely for evaluation purposes, in accordance with the usage restrictions set forth in Section 1, for a thirty-day evaluation period unless a different period is otherwise noted (the Trial Period). At the end of the Trial Period, Licensees right to use the Product automatically expires and Licensee agrees to de-install the Product and return to CA all copies or partial copies of the Product or certify to CA in writing that all copies or partial copies of the Product have been deleted from Licensees computer libraries and/or storage devices and destroyed. If Licensee desires to continue its use of the Product beyond the Trial Period, Licensee may contact CA to acquire a license to the Product for the applicable fee. LICENSEES USE OF THE PRODUCT DURING THE TRIAL PERIOD IS ON AN AS IS BASIS WITHOUT ANY WARRANTY, AND CA DISCLAIMS ALL WARRANTIES INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, AS WELL AS ANY EXPRESS WARRANTIES PROVIDED ELSEWHERE IN THIS AGREEMENT.

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4. If the Product includes a Software Development Kit (SDK), the terms and conditions of this paragraph apply solely for the use of the SDK. The SDK may include software, APIs and associated documentation. The SDK is provided solely for Licensee's internal use to develop software that enables the integration of third party software or hardware with the Product, or to develop software that functions with the Product, such as an agent. Licensees use of the SDK is restricted solely to enhance Licensees internal use of the Product. No distribution rights of any kind are granted to Licensee regarding the Product. In addition to the limitations on use set forth in Section 8, below, Licensee may not reproduce, disclose, market, or distribute the SDK or the documentation or any applications containing any executable versions of the SDK to third parties, on the internet, or use such executables in excess of the applicable Authorized Use Limitation. If there is a conflict between the terms of this section and the terms of any other section in this Agreement, the terms of this section will prevail solely with respect to the use of the SDK. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND NOTWITHSTANDING ANYTHING CONTAINED HEREIN TO THE CONTRARY, THE SDK IS PROVIDED AND LICENSED "AS IS" WITHOUT WARRANTY OF ANY KIND. 5. Payment of the fees specified on the Order Form or as agreed between Licensee and an authorized reseller of CA, shall entitle Licensee to use the Product for the term specified on the Order Form (the Term), which use may include the right to receive maintenance services therefore for the period set forth on the Order Form. After the Term, continued usage and/or maintenance of the Product as provided herein shall be subject to the payment by Licensee of the fees described on the Order Form. Notwithstanding the foregoing, if the Product was licensed under this Agreement without an Order Form, Licensee shall be entitled to use the Product for an indefinite period, but the license does not include the right to receive maintenance services. Notwithstanding the foregoing, with respect to any Product that relies on continuous content updates, such as signature files and security updates, Licensee shall be entitled to such content updates for a period of one (1) year from the effective date of the license. 6. If maintenance is provided by CA, it shall be renewed annually (except as otherwise provided in the Order Form) and Licensee agrees to pay the annual renewal maintenance fee, unless either party gives the other at least 20 days written notice of non-renewal. All fees are net of applicable taxes. Licensee agrees to pay any tariffs, duties or taxes imposed or levied by any government or governmental agency including, without limitation, federal, state and local, sales, use, value added and personal property taxes, (other than franchise and income taxes for which CA is responsible) upon a presentation of invoices by CA. Any claimed exemption from such tariffs, duties or taxes must be supported by proper documentary evidence delivered to CA. Any invoice which is unpaid by Licensee when due shall be subject to an interest charge equal to the lower of 1.5% per month or the highest applicable legal rate.

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7. Licensee may use the Product as provided herein solely to process its own data and the data of its majority-owned subsidiaries and use is restricted to the location, computer equipment, and Authorized Use Limitation specified on the Order Form or CD sleeve, as applicable. If Licensee desires to use the Product beyond such restrictions, it shall notify CA, and Licensee will be invoiced for and shall pay the applicable fees for such expanded use.

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8. The Product, including any source or object code that may be provided to Licensee hereunder, as well as documentation, appearance, structure and organization, is the proprietary property of CA and/or its licensors, if any, and may be protected by copyright, patent, trademark, trade secret and/or other laws. Title to the Product, or any copy, modification, translation, partial copy, compilation, derivative work or merged portion of any applicable SDK, shall at all times remain with CA and/or its licensors. Usage rights respecting the Product may not be exchanged for any other CA product. The Product is licensed as a single product. Its component parts may not be separated for use. Licensee and its employees will keep the Product and the terms of this license strictly confidential and use its best efforts to prevent and protect the Product from unauthorized disclosure or use. Licensee may not (i) disclose, de-compile, disassemble nor otherwise reverse engineer the Product except to the extent the foregoing restriction is expressly prohibited under applicable law; (ii) create any derivative works based on the Product; (iii) use the Product to provide facilities management or in connection with a service bureau or like activity whereby Licensee, without purchasing a license from CA for such purpose, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product; or (iv) permit the use of the Product by any third party without the prior written consent of CA. Licensee shall not release the results of any benchmark testing of the Product to any third party without the prior written consent of CA. Licensee will not transfer, assign, rent, lease, use, copy or modify the product, in whole or in part, or permit others to do any of the foregoing with regard to the Product without CAs prior written consent, except to the extent the foregoing restriction is expressly prohibited under applicable law. Licensee will not remove any proprietary markings of CA or its licensors. Licensee may copy the Product as reasonably required for back-up and disaster recovery purposes, provided that production use of the Product is restricted to the Authorized Use Limitation specified on the Order Form or CD sleeve, and provided that use of the Product for disaster recovery testing shall be limited to one week in any three month period. The Product may be used only within the boundaries of the country where the Product was purchased (except as otherwise provided on the Order Form) unless CA consents otherwise in writing. If this license terminates for any reason, Licensee shall certify to CA in writing that all copies and partial copies of the Product have been deleted from all computers and storage devices and are returned to CA or destroyed and are no longer in use. All fees payable hereunder shall be payable in advance. Licensee will install each new release of the Product delivered to Licensee. Licensee shall comply with all relevant import and export regulations, including those adopted by the Office of Export Administration of the US Department of Commerce. The Product and any accompanying documentation have been developed entirely at private expense. They are delivered and licensed as "commercial item" "computer software" as defined in FAR 2.101. If a Product is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights to the Product and accompanying documentation will be only as set forth in this Agreement; and in accordance with FAR 52.227-14 Rights in Data-General, "Restricted Rights," any equivalent agency regulation or contract clause, or

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such applicable successor provisions. CA is the manufacturer of the Product. This Agreement shall be governed by and interpreted in accordance with the laws of the State of New York, without regard to its choice of law provisions. 9. CA warrants that it can enter into this Agreement and that it will indemnify, hold Licensee harmless, and defend or, at its option, settle any claim that CA is not so authorized or that Licensees use of the Product as authorized hereby infringes any patent, copyright or other intellectual property right of any third party. CA also warrants that the Product will operate in accordance with its published specifications, provided that CAs only responsibility will be to use reasonable efforts, consistent with industry standards, to cure any defect. The foregoing warranty respecting the operation of the Product will be in effect only during any period for which Licensee shall have paid the applicable license fee and annual maintenance fee, or, with respect to Products licensed without an Order Form, during a period of ninety (90) days from Licensees acquisition of license for the Product. If, within a reasonable time after receiving Licensees written notice of breach of either of the above warranties, CA is unable to cause the Product to operate (a) without infringing a third partys intellectual property rights, or (b) in accordance with CAs written specifications, then either party may terminate this Agreement on written notice to the other party and CA or the authorized reseller will refund the relevant license fees paid for such non-compliant Product only when Licensee returns the Product to CA or its authorized reseller from whom it obtained the Product, with the purchase receipt within the warranty period noted above. The warranties set forth in this Section do not apply to beta versions of the Product, Product licensed on a trial or evaluation basis or to Software Development Kits. 10. EXCEPT AS SET FORTH ABOVE, TO THE FULL EXTENT PERMITTED BY APPLICABLE LAW: I. NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE MADE BY CA; II. IN NO EVENT WILL CA BE LIABLE TO LICENSEE OR ANY OTHER PARTY FOR ANY CLAIM FOR LOSS, INCLUDING TIME, MONEY, GOODWILL, AND CONSEQUENTIAL DAMAGES, WHICH MAY ARISE FROM THE USE, OPERATION OR MODIFICATION OF THE PRODUCT, EVEN IF CA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN THE EVENT THAT THE ABOVE LIABILITY LIMITATION IS FOUND TO BE INVALID UNDER APPLICABLE LAW, THEN CAS LIABILITY FOR SUCH CLAIM SHALL BE LIMITED TO THE AMOUNT OF THE LICENSE FEE ACTUALLY PAID FOR THE PRODUCT BY LICENSEE. NO THIRD PARTY, INCLUDING AGENTS, DISTRIBUTORS, OR AUTHORIZED CA RESELLERS IS AUTHORIZED TO MODIFY ANY OF THE ABOVE WARRANTIES OR MAKE ANY ADDITIONAL WARRANTIES ON BEHALF OF CA. CA DOES NOT WARRANT THAT THE PRODUCT WILL MEET LICENSEES REQUIREMENTS OR THAT USE OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR FREE.

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11. Licensee may assign this Agreement only if Licensee complies with CAs then prevailing policies respecting assignment of licenses, which includes a requirement that the scope of use of the Product not be expanded beyond the business of Licensee and the business of Licensees majority-owned subsidiaries. CA may assign this Agreement to any third party that succeeds to CAs interests in the Product and assumes the obligations of CA hereunder; and CA may assign its right to payment hereunder or grant a security interest in this Agreement or such payment right to any third party. 12. If Licensee breaches any term of this Agreement or if Licensee becomes insolvent or if bankruptcy or receivership proceedings are initiated by or against Licensee, CA shall have the right to withhold its own performance hereunder and/or to terminate this Agreement immediately and, in addition to all other rights of CA, all amounts due or to become due hereunder will immediately be due and payable to CA. 13. If Licensee fails to pay the applicable maintenance fee, then Licensee may reinstate maintenance thereafter by paying to CA a fee equal to 150% of CAs then prevailing maintenance fee for each year for which the maintenance fee has not been paid. 14. If a court holds that any provision of this Agreement to be illegal, invalid or unenforceable, the remaining provisions shall remain in full force and effect. No waiver of any breach of this Agreement shall be a waiver of any other breach, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. Any questions concerning this Agreement should be referred to Computer Associates International, Inc., One Computer Associates Plaza, Islandia, NY 11749, Attention: Worldwide Law Department. 15. In the event Licensee acquires a license for the Product outside of the United States, the following Sections will apply to the use of the Product: Notwithstanding the terms of the last sentence of Section 8, the laws of the country in which Licensee acquires a license for the Product shall govern this Agreement, except as otherwise provided below. In Albania, Armenia, Belarus, Bosnia/Herzegovina, Bulgaria, Croatia, Georgia, Hungary, Kazakhstan, Kirghizia, Former Yugoslav Republic of Macedonia (FYROM), Moldova, Romania, Russia, Slovak Republic, Slovenia, Ukraine and Federal Republic of Yugoslavia, the laws of Austria govern this Agreement. Argentina The CA subsidiary that is the licensor is Computer Associates de Argentina S.A. The last sentence of Section 8 is deleted and replaced with:

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This Agreement shall be governed by and interpreted in accordance with the laws of Argentina. Any dispute hereunder shall be determined by the Tribunales de la Cuidad de Buenos Aires. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates de Argentina S.A, Avenida Alicia Moreau de Justo, 400, 2 piso, 1107, Buenos Aires - At.: Finance Department. Australia The CA subsidiary that is the licensor is Computer Associates Pty. Ltd. The following is added to each of the end of Sections 2, 3 and 10: Although CA specifies that there are no warranties, Licensee may have certain rights under the Trade Practices Act 1974 and other state and territory legislation which may not be excluded but may be limited. To the full extent permitted by law CA excludes all terms not expressly set out in the express terms of this Agreement, and limits any terms imposed by the Trade Practices Act 1974 and other state and territory legislation to the full extent permitted by the applicable legislation. The last sentence of Section 8 is deleted and replaced with: The laws of the State or Territory in which the transaction is performed govern this Agreement. The following is added to Section 10: Where CA is in breach of a condition or warranty implied by the Trade Practices Act 1974 or other state and territory legislation, CA's liability is limited, in the case of goods, to the repair or replacement of the goods, or payment for the repair or replacement of the goods, and in the case of services, the supplying of the services again or payment for the re-supply of the services, as CA may elect. Where that condition or warranty relates to a right to sell, quiet possession or clear title, in respect of goods or if the goods supplied by CA are of a kind ordinarily acquired for personal, domestic or household use or consumption, then none of the limitations in this Section apply. Austria The last sentence of Section 8 is deleted and replaced with: The laws of Austria govern this Agreement. The following is added to Section 8: In addition, CA is entitled to bring action against Licensee in a court located in Licensees place of incorporation, establishment or permanent residence.

300 Implementation Guide

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The following is added to Section 10: Any liability for the slight negligence of CA is excluded. The following is added to the Agreement: In the event the Licensee qualifies as a consumer according to Austrian Consumer Protection Act (Konsumentenschutzgesetz -KSchG) Sections 2, 3, 9 and 10 of this Agreement are not applicable to the extent they reduce CAs liability and the consumers warranty. Belgium The CA subsidiary that is the licensor is Computer Associates S.A./N.V. The last sentence of Section 8 is deleted and replaced with: The courts of CAs registered office shall have exclusive jurisdiction regarding any dispute that may arise between the parties dealing with the formation, execution, interpretation, or termination of this Agreement, including but not limited to measures of conservation, emergency proceedings, warranty proceedings, petition or in case of more than one defendant. The last sentence of Section 14 are deleted and replaced with: Any question concerning this Agreement should be referred to Computer Associates S.A./N.V., Da Vincilaan 11, Box F2, Building Figueras, B-1935 Zaventem, Attention: Worldwide Law Department. Brazil The CA subsidiary that is the licensor is Computer Associates Programas de Programas de Computador Ltda. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Brazil. Any dispute hereunder shall be determined by a court of the So Paulo City Hall. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates Programas de Programas de Computador Ltda, Avenida das Naes Unidas, 12901 - 6 andar - Torre Norte - So Paulo - SP, 04578-000, At.: Worldwide Law Department. Canada

Silent Installation License Agreement 301

About the Sample Data

The CA subsidiary that is the licensor is Computer Associates Canada Company. The last sentence of Section 8 is deleted and replaced with: The laws in the Province of Ontario shall govern this Agreement. Chile The CA subsidiary that is the licensor is Computer Associates de Chile S.A. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Chile. Any dispute hereunder shall be determined by the Tribunales Ordinarios de la Cuidad de Santiago. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates de Chile S.A, Avenida Providencia 1760, piso 15 - Edificio Palladio, oficina 1501 - 6640709 Providencia - Santiago - At.: Finance Department. China The CA subsidiary that is the licensor is Computer Associates (China) Co., Ltd. The second sentence of Section 6 is deleted and replaced with: All fees are inclusive of VAT. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of the Peoples Republic of China, without regard to its choice of law provisions. Any dispute hereunder shall be determined by a competent court located in Beijing. Columbia The CA subsidiary that is the licensor is Computer Associates de Colombia S.A. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Colombia. Any dispute hereunder shall be determined by the Tribunales Ordinarios de la Cuidad de Bogot. The last sentence of Section 14 is deleted and replaced with:

302 Implementation Guide

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Any questions concerning this Agreement should be referred to Computer Associates de Colombia S.A, Avenida 82, numero 12-18, Oficina 305 - Santa F de Bogot, D.C., Colombia - At.: Finance Department. Czech Republic The first sentence of Section 1 is deleted and replaced with: CA grants the Licensee a non-exclusive license to use the Product, for use by a single user, or the quantity designated as the authorized use limitation ("Authorized Use Limitation") on any Order Form (defined below) referencing the terms of this Agreement or CD sleeve included within the Product box. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of the Czech Republic, without regard to its choice of law provisions. Any dispute hereunder shall be determined by a court of competent jurisdiction within the Czech Republic. Section 10 is deleted and replaced with: Except as set forth above, to the full extent permitted by applicable law, no other warranties, whether express or implied, including, without limitation, the implied warranties of merchantability and fitness for a particular purpose, are made by CA. Denmark The CA subsidiary that is the licensor is Computer Associates Scandinavia A/S. The third paragraph of the Preamble is deleted and replaced with: By installing, copying or using the product or by selecting the "I accept the terms of the License Agreement" radio button below, and the clicking on the Next button, you are: (i). Representing that you are not a minor and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; (II). Consenting on behalf of yourself and/or as an authorized representative. The following is added to the last paragraph of the Preamble:

Silent Installation License Agreement 303

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In the event that you select the I do NOT accept the terms of the License Agreement" radio button below, and then click on the Next button, the installation shall cease. You should delete all copies of the Product from your computer systems and return, by registered first class post, the Product, complete with box and any documentation, to CA or the authorized reseller from whom you purchased the Product with your proof of purchase within thirty (30) days of the date of purchase. You will promptly be issued a full refund of any license fees paid for the Product and, if applicable, maintenance fees paid. If requested at the time of return and provided that receipts of costs incurred are provided, CA or the authorized reseller shall also refund to you any postage costs you incurred in returning the Product. The second to last sentence of Section 2 is deleted and replaced with: Beta products are provided on an as is basis, without warranties or representations of any kind, either express or implied including, without limitation, any warranties, conditions or representations of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The last sentence of Section 3 is deleted and replaced with: Licensees use of the product during the trial period is on an as is basis without any warranty, and CA disclaims all warranties including, without limitation, any implied warranties or conditions of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The seventh sentence of Section 8 is deleted and replaced with: Licensee may not: I. Disclose, de-compile, disassemble nor otherwise reverse engineer the Product save to the extent expressly permitted by law; II. Create any derivative works based on the Product; III. Use the Product in connection with a service bureau or like activity whereby Licensee, without purchasing a license from CA for such purpose, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product; IV. Permit the use of the Product by any third party without the prior written consent of CA, save for contract staff of the Licensee who are acting on the Licensees business, not engaged in facilities management and who the Licensee agrees as a condition of this Agreement to ensure such contract staff shall comply with all the terms of this Agreement, including without limitation, confidentiality provisions.

304 Implementation Guide

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Section 10. (A) is deleted and replaced with: No other warranties, whether express or implied, including, without limitation, any implied warranties or conditions of merchantability, satisfactory quality and fitness for a particular purpose, are made by CA; and The following is added at the end of Section 10: The foregoing exclusions and limitations upon liability shall not apply to any liability for damages arising from: a. Tangible property damage to the extent that such is due to the negligence of an employee or authorized agent of CA, in which event CAs maximum liability shall be limited to $1,000,000 for each event or series of events; b. Death or personal injury caused by the negligence of an employee or authorized agent of CA. France The CA subsidiary that is the licensor is Computer Associates S.A. The last sentence of Section 8 is deleted and replaced with: The Commercial Court of Paris shall have exclusive jurisdiction regarding any dispute that may arise between the parties dealing with the formation, execution, interpretation, or termination of this Agreement, including but not limited to measures of conservation, emergency proceedings, warranty proceedings, petition or in case of more than one defendant. The last sentence of Section 14 is deleted and replaced with: Any question concerning this Agreement should be referred to Computer Associates S.A., Immeuble Ex-Libris, 25, Quai du Prsident Paul Doumer, 92408 Courbevoie Cedex, Attention: Worldwide Law Department. Germany The CA subsidiary that is the licensor is C.A. Computer Associates GmbH. Section 6 of the Agreement is deleted. The twelfth sentence of Section 8 is deleted. The sixteenth sentence of Section 8 is deleted and replaced with:

Silent Installation License Agreement 305

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Licensee shall comply with all relevant import and export regulations, including those adopted by the Office of Export Administration of the US Department of Commerce, any competent EU government and German export regulations. Licensee understands and acknowledges that US, EU and German restrictions vary regularly and, depending on Product, Licensee must refer to then current US, EU or German regulations. The following is added to Section 9: CA shall not be liable for any infringement based upon use of other than an unaltered release of the Product unless altered with CA's prior written consent. Section 10 is deleted and replaced with: In case of (i) willful misconduct, no limitation of liability applies;(ii) personal injury or damage to property, CAs liability to Licensee is limited to the maximum amount that CA will recover under its insurance policies; (iii) gross negligence that results in other damage than personal injury or damage to property, CAs liability to Licensee shall be limited to an amount equal to the license fee for the Product; (iv) negligence that results in damages other than personal injury or damage to property, CAs liability to Licensee shall be limited to an amount equal to fifty percent (50%) of the license fee for the Product. Notwithstanding the foregoing, the aggregated liability according to (iii) and (iv) above shall never exceed an amount equal to the purchase price of the Product. Except in case of willful misconduct or gross negligence, neither party shall be liable to the other for indirect, incidental, special or consequential damage, including but not limited to harm to services supplied by Licensee, or loss of business, loss of profit, or loss of data, arising out of or in connection with the implementation or the use of the Product. No actions, regardless of form, arising out of this Agreement may be brought by either party more than three (3) years after the cause of action has arisen, or, in the cause of non-payment, more than three (3) years from the date of the relevant invoice. Neither party shall be liable for delay in performing or failure to perform any of its obligations under this Agreement if the delay or failure results from events or circumstances outside its reasonable control. Such delay or failure shall not constitute a breach of this Agreement and time for performance shall be extended by time equivalent to the length of the delay caused by force majeure. Greece The CA subsidiary that is the licensor is Computer Associates Hellas Ltd. The last sentence of Section 8 is deleted and replaced with: Any dispute hereunder shall finally be determined by Athens Courts. Hong Kong

306 Implementation Guide

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The CA subsidiary that is the licensor is Computer Associates International Ltd. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Hong Kong. The courts of Hong Kong will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. The following is added at the end of Section 10: The aforementioned liability limitation and the aforementioned maximum liability amount will not affect or prejudice the statutory rights of the licensee under the sale of goods ordinance, the supply of services (implied terms) ordinance or the control of exemption sections ordinance, nor will they limit or exclude any liability for death or personal injury solely caused by CA's negligence. India The CA subsidiary that is the licensor is C.A. Computer Associates India Pvt. Ltd. The last sentence of Section 8 is deleted and replaced with: This Agreement and the terms hereof shall be governed and construed in accordance with the laws of India and the courts of Mumbai shall have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. Indonesia The last sentence of Section 8 is deleted and replaced with: This Agreement and the terms hereof shall be governed and construed in accordance with the laws of Indonesia. The courts of Indonesia, located in Jakarta, will have the sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. Section 9 is amended by adding the following: Licensee represents that Licensee (i) has full corporate power and authority; and (ii) is legally capable to execute, deliver and perform this Agreement. CA and Licensee agree to waive any provisions, procedures and operation of any applicable law to the extent that a court order is required for termination of this Agreement. Israel The CA subsidiary that is the licensor is CA Computer Associates Israel Ltd. The last sentence of Section 8 is deleted and replaced with:

Silent Installation License Agreement 307

About the Sample Data

Any dispute hereunder shall finally be determined by Tel Aviv Courts. Italy The CA subsidiary that is the licensor is Computer Associates S.p.A. According to article 1341 and 1342 of the Italian Civil Code, the Licensee expressly accepts the terms and conditions included in Sections 6 (specifically the interest rate set forth in the last sentence), 8 and 9. The last sentence of Section 8 is deleted and replaced with: Any dispute hereunder shall finally be determined by Milan Courts. Japan The CA subsidiary that is the licensor is Computer Associates Japan, Ltd. The third sentence of Section 6 is deleted and replaced with: Licensee agrees to pay any tariffs, duties or taxes imposed or levied by any government or governmental agency other than the taxes for which CA is responsible upon a presentation of invoices by CA. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of the country of Japan, without regard to its choice of law provisions. Any dispute hereunder shall finally be determined by Tokyo District Court located in Tokyo Japan. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates Japan, Ltd., 2-1-1, Nishishinjyuku, Shinjyuku-ku, Tokyo, 163-0439, Japan, Attention: Worldwide Law Department. Korea The CA subsidiary that is the licensor is Computer Associates Korea Limited. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Republic of Korea, without regard to its choice of law provisions. The last sentence of Section 14 is deleted and replaced with:

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Any questions concerning this Agreement should be referred to Computer Associates Korea Limited, City Air Tower (18th Fl.), 159-9, Samsung-Dong, Kangnam-Ku, Seoul 135-973 Korea, Attention: Worldwide Law Department. Lybia, Egypt, Lebanon, Jordan, Iraq, Kingdom of Saudi Arabia, Kuwait, Qatar, United Arab Emirates, Oman, Yemen and Pakistan The CA subsidiary that is the licensor is Computer Associates Arabia FZ, LLC The last sentence of Section 8 is deleted and replaced with: This Agreement shall be interpreted according to, and governed by, the Laws of Dubai and the Federal Laws of the United Arab Emirates. Any disputes shall be finally settled by arbitration in accordance with the Rules of Commercial Conciliation and Arbitration of the Dubai Chamber of Commerce & Industry, which Rules are deemed to incorporate reference to this Clause. The place of arbitration shall be Dubai. The arbitration proceedings and award shall be conducted and written in the English language. Judgment upon the award rendered may be executed by any court having jurisdiction, or application may be made to such court for a judicial recognition of the award or any order of enforcement thereof, as the case may be. The award of the arbitration shall be the sole and exclusive remedy between the parties regarding any and all claims and counterclaims presented to the arbitrators. Malaysia The CA subsidiary that is the licensor is Computer Associates (M) Sdn. Bhd. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Malaysia. The courts of Malaysia will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. The following is added to Section 10: Although CA specifies that there are no other warranties, Licensee may have certain rights under the Consumer Protection Act 1999 and the warranties are only limited to the extent permitted by the applicable legislation. Mexico The CA subsidiary that is the licensor is Computer Associates de Mxico S.A. de C.V. The last sentence of Section 8 is deleted and replaced with:

Silent Installation License Agreement 309

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This Agreement shall be governed by and interpreted in accordance with the laws of Mxico. Any dispute hereunder shall be determined by the Tribunales de la Cuidad de Mxico. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates de Mxico S.A. de C.V, Avenida Jaime Balmes, 8 - Piso 4 - Oficina 403 - Col. Los Morales - Polanco , 11510 - Mexico - DF - At.: Finance Department. Netherlands The CA subsidiary that is the licensor is Computer Associates B.V. The third paragraph of the Preamble is deleted and replaced with: By installing, copying or using the product or by selecting the "I accept the terms of the License Agreement" radio button below, and then clicking on the Next button, you are I. Representing that you are not a minor and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; II. Consenting on behalf of yourself and/or as an authorized representative. The following is added to the last paragraph of the Preamble: In the event that you select on I do NOT accept the terms of the License Agreement radio button below, and then click on the Next button , the installation shall cease. You should delete all copies of the Product from your computer systems and return, by registered first class post, the Product, complete with box and any documentation, to CA or the authorized reseller from whom you purchased the Product with your proof of purchase within thirty (30) days of the date of purchase. You will promptly be issued a full refund of any license fees paid for the Product and, if applicable, maintenance fees paid. If requested at the time of return and provided that receipts of costs incurred are provided, CA or the authorized reseller shall also refund to you any postage costs you incurred in returning the Product. The second to last sentence of Section 2 is deleted and replaced with: Beta products are provided on an as is basis, without warranties or representations of any kind, either express or implied including, without limitation, any warranties, conditions or representations of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement.

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The last sentence of Section 3 is deleted and replaced with: Licensees use of the product during the trial period is on an as is basis without any warranty, and CA disclaims all warranties including, without limitation, any implied warranties or conditions of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The seventh sentence of Section 8 is deleted and replaced with: Licensee may not (I). Disclose, de-compile, disassemble nor otherwise reverse engineer the Product save to the extent expressly permitted by law; (II). Create any derivative works based on the Product; (III). Use the Product in connection with a service bureau or like activity whereby Licensee, without purchasing a license for such purpose from CA, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product;

(IV). Permit the use of the Product by any third party without the prior written consent of CA, save for contract staff of the Licensee who are acting on the Licensees business, not engaged in facilities management and who the Licensee agrees as a condition of this Agreement to ensure that such contract staff shall comply with all the terms of this Agreement, including without limitation, confidentiality provisions. Section 10.(A) is deleted and replaced with: No other warranties, whether express or implied, including, without limitation, any implied warranties or conditions of merchantability, satisfactory quality and fitness for a particular purpose, are made by CA. The following is added at the end of Section 10: The foregoing exclusions and limitations upon liability shall not apply to any liability for damages arising from: a. Tangible property damage to the extent that such is due to the negligence of an employee or authorized agent of CA, in which event CAs maximum liability shall be limited to $1,000,000 for each event or series of events; b. Death or personal injury caused by the negligence of an employee or authorized agent of CA, or c. Willful misconduct or gross negligence of CA.

Silent Installation License Agreement 311

About the Sample Data

New Zealand The CA subsidiary that is the licensor is Computer Associates (N.Z.) Ltd. Notwithstanding the final sentence of Section 6, the applicable interest charge on invoices unpaid by Licensee is 1.5% per month. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of New Zealand. The courts of New Zealand will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. The following is added to Section 10: Although CA specifies that there are no warranties, Licensee may have certain rights under the Consumer Guarantees Act 1993 or other legislation which cannot be excluded or limited. The Consumer Guarantees Act 1993 will not apply in respect of any goods or services which CA supplies, if Licensee acquires the goods and services for the purposes of a business as defined in that Act. Where the Product is not acquired for the purposes of a business as defined in the Consumer Guarantees Act 1993, the limitations in this Section are subject to the limitations in that Act. The following is added to Section 12: CAs rights under this Section shall also apply if any resolution is passed or proceedings are commenced for the liquidation or winding up of Licensee. Norway The CA subsidiary that is the licensor is Computer Associates Norway AS. The third paragraph of the Preamble is deleted and replaced with: By installing, copying or using the product or by selecting the I accept the terms of the License Agreement radio button below, and then clicking on the Next button, you are: (I). Representing that you are not a minor and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; (II). Consenting on behalf of yourself and/or as an authorized representative. The following is added to the last paragraph of the Preamble:

312 Implementation Guide

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In the event that you select the I do NOT accept the terms of the License Agreement" radio button below, and then click on the Next button, the installation shall cease. You should delete all copies of the Product from your computer systems and return, by registered first class post, the Product, complete with box and any documentation, to CA or the authorized reseller from whom you purchased the Product with your proof of purchase within thirty (30) days of the date of purchase. You will promptly be issued a full refund of any license fees paid for the Product and, if applicable, maintenance fees paid. If requested at the time of return and provided that receipts of costs incurred are provided, CA or the authorized reseller shall also refund to you any postage costs you incurred in returning the Product. The second to last sentence of Section 2 is deleted and replaced with: Beta products are provided on an as is basis, without warranties or representations of any kind, either express or implied including, without limitation, any warranties, conditions or representations of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The last sentence of Section 3 is deleted and replaced with: Licensees use of the product during the trial period is on an as is basis without any warranty, and CA disclaims all warranties including, without limitation, any implied warranties or conditions of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The seventh sentence of Section 8 is deleted and replaced with: Licensee may not: (I). Disclose, de-compile, disassemble nor otherwise reverse engineer the Product save to the extent expressly permitted by law; (II). Create any derivative works based on the Product; (III). Use the Product in connection with a service bureau or like activity whereby Licensee, without purchasing a license from CA for such purpose, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product;

Silent Installation License Agreement 313

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Section 10.(A) is deleted and replaced with: No other warranties, whether express or implied, including, without limitation, any implied warranties or conditions of merchantability, satisfactory quality and fitness for a particular purpose, are made by CA. The following is added at the end of Section 10: The foregoing exclusions and limitations upon liability shall not apply to any liability for damages arising from: a. Tangible property damage to the extent that such is due to the negligence of an employee or authorized agent of CA, in which event CAs maximum liability shall be limited to $1,000,000 for each event or series of events. b. Death or personal injury caused by the negligence of an employee or authorized agent of CA. c. Willful misconduct or gross negligence of CA. Peru The CA subsidiary that is the licensor is Computer Associates de Peru S.A. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Peru. Any dispute hereunder shall be determined by the Tribunales Ordinarios de La Cuidad de Lima. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates de Peru S.A, Avenida Paseo de La Republica, 3211, Piso 11, San Isidro, Lima 27, Peru - At.: Finance Department. Philippines The CA subsidiary that is the licensor is Philippine Computer Associates International Inc. The first seven sentences of Section 8 are deleted and replaced with:

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Title to the Product and all modifications thereto shall remain with CA. The Product is a trade secret and the proprietary property of CA or its licensors. Usage rights respecting the Product may not be exchanged for any other CA product. Licensee and its employees will keep the Product and the terms of this Agreement strictly confidential. To the maximum extent permitted by applicable law, Licensee will not disclose, de-compile, disassemble nor otherwise reverse engineer the Product. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of the Philippines. The courts of Makati City will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. Section 12 is deleted and replaced with: If Licensee breaches any term of this Agreement or if Licensee becomes insolvent or if bankruptcy or receivership proceedings are initiated by or against Licensee, CA shall have the right to withhold its own performance hereunder and/or to terminate this Agreement immediately upon notice and, in addition to all other rights of CA, all amounts due or to become due hereunder will immediately be due and payable to CA. Poland If payments are to be made in PLN, the last sentence of Section 6 is replaced as follows: Any invoice which is unpaid by Licensee when due shall be subject to an interest charge equal to the lower of 1.5% per month or the statutory delay interest rate then applicable in Poland. The last sentence of Section 8 is deleted and replaced with: The laws of Poland govern this Agreement. Section 12 is deleted and replaced with: If Licensee breaches any term of this Agreement or if Licensee becomes insolvent or if bankruptcy or receivership proceedings are initiated by or against Licensee, CA shall have the right to withhold its own performance hereunder and/or, to the extent permitted by the applicable law, to terminate this Agreement immediately and, in addition to all other rights of CA, all amounts due or to become due hereunder will immediately be due and payable to CA. Portugal The last sentence of Section 8 is deleted and replaced with:

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Any dispute hereunder shall finally be determined by Lisbon Courts. Singapore The CA subsidiary that is the licensor is Computer Associates Pte. Ltd. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Singapore. The courts of Singapore will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. The following is added to the end if Section 9: To the full extent permitted by applicable law, CA disclaims all implied conditions or warranties of satisfactory quality or fitness for purpose. The following is added at the end of Section 10: The limitation of liability set forth in this Section above will not apply to any breach of CAs obligations implied by Section 12 of the Sales of Goods Act (Cap 393). In addition, if you are a consumer, the limitation of liability will not apply to any breach of CAs obligations implied by Sections 13, 14 or 15 of the Sale of Goods Act (Cap 393). Sweden The CA subsidiary that is the licensor is Computer Associates Sweden AB. The third paragraph of the Preamble is deleted and replaced with: By installing, copying or using the product or by selecting the "I accept the terms of the License Agreement" radio button below, and then clicking on the Next button, you are: (I). Representing that you are not a minor and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; (II). Consenting on behalf of yourself and/or as an authorized representative. The following is added to the last paragraph of the Preamble:

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In the event that you select the I do NOT accept the terms of the License Agreement" radio button below, and then click on the Next button, the installation shall cease. You should delete all copies of the Product from your computer systems and return, by registered first class post, the Product, complete with box and any documentation, to CA or the authorized reseller from whom you purchased the Product with your proof of purchase within thirty (30) days of the date of purchase. You will promptly be issued a full refund of any license fees paid for the Product and, if applicable, maintenance fees paid. If requested at the time of return and provided that receipts of costs incurred are provided, CA or the authorized reseller shall also refund to you any postage costs you incurred in returning the Product. The second to last sentence of Section 2 is deleted and replaced with: Beta products are provided on an as is basis, without warranties or representations of any kind, either express or implied including, without limitation, any warranties, conditions or representations of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The last sentence of Section 3 is deleted and replaced with: Licensees use of the product during the trial period is on an as is basis without any warranty, and CA disclaims all warranties including, without limitation, any implied warranties or conditions of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The seventh sentence of Section 8 is deleted and replaced with: Licensee may not: (I). Disclose, de-compile, disassemble nor otherwise reverse engineer the Product save to the extent expressly permitted by law; (II). Create any derivative works based on the Product; (III). Use the Product in connection with a service bureau or like activity whereby Licensee, without purchasing a license from CA for that purpose, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product;

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Section 10.(A) is deleted and replaced with: No other warranties, whether express or implied, including, without limitation, any implied warranties or conditions of merchantability, satisfactory quality and fitness for a particular purpose, are made by CA. The following is added at the end of Section 10: The foregoing exclusions and limitations upon liability shall not apply to any liability for damages arising from: a. Tangible property damage to the extent that such is due to the negligence of an employee or authorized agent of CA, in which event CAs maximum liability shall be limited to $1,000,000 for each event or series of events; b. Death or personal injury caused by the negligence of an employee or authorized agent of CA; c. Willful misconduct or gross negligence of CA. Switzerland The following is added at the end of Section 1: The place of performance of any duties of CA under this Agreement is Islandia, New York. The last sentence of Section 8 is deleted and replaced with: Any dispute hereunder shall be determined by a court of competent jurisdiction within the state of New York, U. S. A. Taiwan The CA subsidiary that is the licensor is Computer Associates Taiwan Ltd. The second sentence of Section 6 is deleted and replaced with: All fees are inclusive of VAT. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of the Republic of China, without regard to its choice of law provisions. Any dispute hereunder shall be determined by Taipei District Court. Thailand The CA subsidiary that is the licensor is Computer Associates Pte. Ltd.

318 Implementation Guide

About the Sample Data

The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Thailand. The courts of Thailand will have sole and exclusive jurisdiction with respect to any disputes arising out of this Agreement. Turkey The following is added at the end of Section 8: Licensee undertakes to keep all information of trade secret nature strictly private and confidential, and to use all necessary measures and its best efforts in order to assure and maintain the confidentiality thereof and to prevent and protect it, or any part thereof, from disclosure to any third person. Furthermore, Licensee hereby expressly undertakes: (I). Not to use a CA trade secret directly or indirectly in any respect or for whatever reason on its own behalf or on behalf of any third party or allow it to be used for any other purpose except as expressly permitted by CA; (II). Not to disclose, de-compile, disassemble nor otherwise reverse engineer the Product and to avoid such a disclosure in whatever form; (III). Not to copy or permit the others to copy without CAs prior written consent. Licensee acknowledges that in the event of a breach of any one of the obligations imposed upon it under this Section, CA might suffer significant damage, notwithstanding the return of all copies of the Product, arising out of the fact that it has breached the aforesaid obligations. Consequently, Licensee undertakes to indemnify CA in full against any such damage. Licensee acknowledges that CA has the right to prevent any threat to confidentiality or restrain ongoing infringement or breach of confidentiality by Licensee through legal proceedings and in case an order is obtained against Licensee for breach, Licensee shall reimburse CAs juridical costs and expenses including the attorney fees. The following is added at the end of Section 9:

Silent Installation License Agreement 319

About the Sample Data

In the event that CA is rendered unable, wholly or in part, to perform or implement any of its warranties herein set forth, by force majeure which includes governmental controls or orders of the government of Turkey, acts of God, wars, commotion or riot, epidemics, strikes, lockouts and any other events or forces beyond its reasonable control, it shall be relieved from such warranties and shall not be held liable for the non-fulfillment and/or suspended implementation thereof, as long as and to the extent that the effect of such events or forces remains unabated. The following is added at the end of the second sentence of Section 10: EXCEPT THAT MAY ARISE FROM CAS WILFUL FAULT OR NEGLIGENCE. United Kingdom The CA subsidiary that is the licensor is Computer Associates Plc. The third paragraph of the Preamble is deleted and replaced with: By installing, copying or using the product or by selecting the "I accept the terms of the License Agreement " radio button below, and then clicking on the Next button , you are: (I). Representing that you are not a minor and have full legal capacity and have the authority to bind yourself and your employer, as applicable, to the terms of this Agreement; (II). Consenting on behalf of yourself and/or as an authorized representative. The following is added to the last paragraph of the Preamble: In the event that you select the do NOT accept the terms of the License Agreement, and then click on the Next button, the installation shall cease. You should delete all copies of the Product from your computer systems and return, by registered first class post, the Product, complete with box and any documentation, to CA or the authorized reseller from whom you purchased the Product with your proof of purchase within thirty (30) days of the date of purchase. You will promptly be issued a full refund of any license fees paid for the Product and, if applicable, maintenance fees paid. If requested at the time of return and provided that receipts of costs incurred are provided, CA or the authorized reseller shall also refund to you any postage costs you incurred in returning the Product. The second to last sentence of Section 2 is deleted and replaced with:

320 Implementation Guide

About the Sample Data

Beta products are provided on an as is basis, without warranties or representations of any kind, either express or implied including, without limitation, any warranties, conditions or representations of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The last sentence of Section 3 is deleted and replaced with: Licensees use of the product during the trial period is on an as is basis without any warranty, and CA disclaims all warranties including, without limitation, any implied warranties or conditions of merchantability or satisfactory quality and fitness for a particular purpose, as well as any express warranties provided elsewhere in this Agreement. The seventh sentence of Section 8 is deleted and replaced with: Licensee may not: (I). Disclose, de-compile, disassemble nor otherwise reverse engineer the Product save to the extent expressly permitted by law; (II). Create any derivative works based on the Product; (III). Use the Product in connection with a service bureau or like activity whereby Licensee, without purchasing a license from CA for that purpose, operates or uses the Product for the benefit of a third party who has not purchased a copy of the Product;

(IV). Permit the use of the Product by any third party without the prior written consent of CA, save for contract staff of the Licensee who are acting on the Licensees business, not engaged in facilities management and who the Licensee agrees as a condition of this Agreement to ensure that such contract staff shall comply with all the terms of this Agreement, including without limitation, confidentiality provisions. The last sentence of Section 8 is deleted and replaced with: All disputes relating to this Agreement will be governed by the laws of England and Wales and will be submitted to the exclusive jurisdiction of the English courts. Section 10.(A) is deleted and replaced with: No other warranties, whether express or implied, including, without limitation, any implied warranties or conditions of merchantability, satisfactory quality and fitness for a particular purpose, are made by CA. The following is added at the end of Section 10:

Silent Installation License Agreement 321

About the Sample Data

The foregoing exclusions and limitations upon liability shall not apply to any liability for damages arising from: a. Tangible property damage to the extent that such is due to the negligence of an employee or authorized agent of CA, in which event CAs maximum liability shall be limited to $1,000,000 for each event or series of events; b. Death or personal injury caused by the negligence of an employee or authorized agent of CA; c. Willful misconduct or gross negligence of CA. Venezuela The CA subsidiary that is the licensor is Computer Associates de Venezuela, CA. The last sentence of Section 8 is deleted and replaced with: This Agreement shall be governed by and interpreted in accordance with the laws of Venezuela. Any dispute hereunder shall be determined by the Tribunales Ordinarios de la Cuidad de Caracas. The last sentence of Section 14 is deleted and replaced with: Any questions concerning this Agreement should be referred to Computer Associates de Venezuela, CA, Avenida Principal de La Castellana - Centro Letonia, Torre ING Bank, Piso 10, Oficina 105 - 1060 - Caracas - Venezuela At.: Finance Department. 16. If the Product contains third party software, and the licensor requires the incorporation of specific license terms and conditions for such software into this Agreement, those specific terms and conditions, which are hereby incorporated by this reference, are located below this Agreement. Licensee acknowledges that this license has been read and understood and by selecting the ["I accept the terms of the License Agreement "] radio button, licensee accepts its terms and conditions. Licensee also agrees that this license (including any order form referencing this Agreement and any terms relating to third party software which are set forth below this Agreement) constitutes the complete Agreement between the parties regarding this subject matter and that it supersedes any information licensee has received relating to the subject matter of this Agreement, except that this Agreement (excluding the third party terms below) will be superseded by any written Agreement, executed by both licensee and CA, granting licensee a license to use the product. This Agreement may only be amended by a written Agreement signed by authorized representatives of both parties.

322 Implementation Guide

About the Sample Data

Select the ["I accept the terms of the License Agreement"] radio button, and then click on the Next button to accept the terms and conditions of this Agreement as set forth above and proceed with the installation process. Select the ["I do NOT accept the terms of the License Agreement"] radio button and then click on the Next button to halt the installation process.

Silent Installation License Agreement 323

Index
A
administrative client, starting 29 Advantage Ingres Microsoft Access Reports option 194 Seagate Crystal Reports option 189 AHD.DLL 76 AIX secondary server Unicenter NSM integration 71 web interface 61 AIX server new installations 35 Oracle option setup 38 system requirements, reviewing 31 upgrade installations 36 web interface accessing 64 configuring 64 installing 61

E
email options, Windows, configuring 30 event writers, Unicenter NSM logging 93 rules defining 85 loading 95 setting up 84 syntax 85 tngwriter_rule.dat 85

H
HP-UX secondary server Unicenter NSM integration 71 web interface 61 HP-UX server new installations 35 Oracle option setup 38 secondary server setup 49, 50, 51, 52, 53, 54 upgrade installations 36 web interface accessing 64 configuring 64 installing 61

C
cawto command 76 client client interface, starting 220, 222, 276 configuring 188, 222 installing 183, 221 local installation (Windows) 184 network installation (Windows) 185 reports, configuring 188, 276 Screen Painter, configuring 188, 276 silent installation (Windows) 187 system requirements, reviewing 183, 221, 269 configuration script 21, 72, 222 CR_CREATE action 77

I
IPlanet web server, configuring 64

L
Linux client client interface, starting 222 configuring 222 installing 221 system requirements, reviewing 221 Linux secondary server Unicenter NSM integration 71 web interface 61 Linux server installing 32 new installations 35

D
Daemon Proctor, starting 29 daemons starting 26

Index 325

Oracle option setup 38 upgrade installations 36 web interface accessing 64 configuring 64 installing 61

S
Screen Painter option Advantage Ingres 189 Windows client, configuring 188, 276 Seagate Crystal Reports option Advantage Ingres 189 secondary server Unicenter NSM integration 71 web interface 57, 61 server configuring 26 server, AIX new installations 35 Oracle option setup 38 system requirements, reviewing 31 upgrade installations 36 web interface accessing 64 configuring 64 installing 61 server, HP-UX new installations 35 Oracle option setup 38 upgrade installations 36 web interface accessing 64 configuring 64 installing 61 server, Linux installing 32 new installations 35 Oracle option setup 38 simple migration 229 upgrade installations 36 web interface accessing 64 configuring 64 installing 61 server, Sun Solaris new installations 35 Oracle option setup 38

M
Microsoft Access Reports option Advantage Ingres 194 migrate_to_60.cmd 229 msg_action record 76

N
NX.env, object manager setup 54 NX_MAX_DBAGENT variable, object manager setup 54

O
Options Manager email options 30 Oracle option configuring 21 installing 21 setup 21, 38

P
pdm_client.exe 222 pdm_configure.exe 21, 72, 222 pdm_database.sql 22 pdm_edit.pl 58, 62, 72 pdm_init.exe 72 pdm_load.exe 21 pdm_proctor_init 62, 72 pdm_restore.exe 21 pdm_startup.rmt 54, 58, 62, 72 pdm_startup.tpl 58, 62, 72 pdm_status.exe 52, 54, 72, 97 pdm_structure.sql 22 pdm_tablespace.sql 22 pdm_user file 22

R
Reports option, Windows client, configuring 188, 276

326 Implementation Guide

upgrade installations 36 web interface accessing 64 configuring 64 installing 61 server, UNIX IPlanet web server, configuring 64 new installations 35 Oracle option setup 38 upgrade installations 36 web interface accessing 64 configuring 64 installing 61 server, Windows administrative client, starting 29 configuring 26 email options, configuring 30 installing 16 modifying 20 new installations 19 Oracle configuring 21 installing 21 option setup 21 system requirements, reviewing 15 upgrade installations 20 web interface accessing 60 CleverPath Portal, integrating with 60 configuring 28, 60 installing 58 integrating 28 prerequisites 57 services, starting 64 Service Desk Administrative Client package administrative client installing 274 registering 270 source components, removing 273 setup.iss 187

stdlog file 21, 93 Sun Solaris secondary server Unicenter NSM integration 71 web interface 61 Sun Solaris server new installations 35 Oracle option setup 38 upgrade installations 36 web interface accessing 64 configuring 64 installing 61

T
tngfilter_rule.dat 81 tngimpt command, Unicenter NSM 74 tngwriter_rule.dat 85 topology.cfg 97

U
Unicenter NSM 2D/3D map, troubleshooting 99 2D/3D map, using 74 AHD.DLL 76 cawto command 76 database, populating 74 events console messages, monitoring 76 filtering 77, 78 integration, troubleshooting 99 writer rules 85 writers 84 filter rules 77 defining 81 setting up 80 syntax 81 filtered events, maintaining 97 filtering, error messages 103 generic event data 79 installation 71 logging 93, 105 msg_action record 76 server configuration, reviewing 102 slump connection, checking 104

Index 327

tngfilter_rule.dat 81 tngimpt command 74 topology.cfg 97 Unicenter Service Desk integration 72 post-integration 74 pre-integration 71 uniconv daemon 76, 78 Unicenter Software Delivery administrative client installing 274 Service Desk Administrative Client package registering 270 source components, removing 273 uniconv daemon 76, 78 UNIX client client interface, starting 222 configuring 222 installing 221 system requirements, reviewing 221 UNIX secondary server Unicenter NSM integration 71 web interface 61 UNIX server IPlanet web server, configuring 64 new installations 35 Oracle option setup 38 upgrade installations 36 web interface accessing 64 configuring 64 installing 61

web interface, Linux accessing 64 configuring 64 installing 61 web interface, Sun Solaris accessing 64 configuring 64 installing 61 web interface, UNIX accessing 64 configuring 64 installing 61 web interface, Windows accessing 60 CleverPath Portal, integrating with 60 configuring 60 installing 58 prerequisites 57 services, starting 64 web.cfg 60, 64 Windows client administrative client installing 274 client interface, starting 220, 276 configuring 188 installing 183 local installation 184 network installation 185 reports, configuring 188, 276 Screen Painter, configuring 188, 276 Service Desk Administrative Client package registering 270 source components, removing 273 silent installation 187 system requirements, reviewing 183, 269 Windows secondary server Unicenter NSM integration 71 web interface 57 Windows server administrative client, starting 29 configuring 26 email options, configuring 30 installing 16 modifying 20

W
web interface Windows 28 web interface, AIX accessing 64 configuring 64 installing 61 web interface, HP-UX accessing 64 configuring 64 installing 61

328 Implementation Guide

new installations 19 Oracle configuring 21 installing 21 option setup 21 system requirements, reviewing 15 upgrade installations 20 web interface accessing 60 CleverPath Portal, integrating with 60 configuring 28, 60 installing 58 integrating 28 prerequisites 57 services, starting 64 writer rules, Unicenter NSM 95

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