SDU - User contributions [en]

Useful Web Sites

2008-03-06T14:47:45Z

Edison234: Here you will find links to sites that may provide additional help.

== Official CA Support ==

Web Site:
[http://support.ca.com http://support.ca.com]

FTP Site:
[ftp://ftp.ca.com ftp://ftp.ca.com]

== Online Unix Time Converter ==

Features:

Unix Time -> Gregorian Time & Date

Gregorian Time & Date -> Unix Time

[http://www.onlineconversion.com/unix_time.htm http://www.onlineconversion.com/unix_time.htm]

== LDAP Reference ==

Get started with understanding LDAP here. Many excellent links at the bottom of the article.

[http://en.wikipedia.org/wiki/Lightweight_Directory_Access_Protocol http://en.wikipedia.org/wiki/Lightweight_Directory_Access_Protocol]

LDAP Tools

[http://www.bind9.net/ldap-tools http://www.bind9.net/ldap-tools]

Check out JXplorer - This tool was created by CA and is now Open Source. This is a very nice LDAP/X500 browser.

[http://jxplorer.org http://jxplorer.org]

MS SQL Reporting Services

2008-02-28T16:19:12Z

Edison234:

== What is Reporting Services? ==

Microsoft SQL Reporting Services (SRS) is a free add-on to MS SQL Server. It was first introduced for SQL Server 2000 as an additional install CD. With SQL Server 2005, it is now included as an option during a typical install. Depending on the edition you use, you can develop your reports using the Business Intelligence Development Studio (BIDS). BIDS is a full integrated development environment for building and debugging data integration, OLAP, data mining, and reporting solutions.

In many aspects, developing reports in SRS is like developing reports in MS Access. The interface is similar. The underlying programming capabilities is similar. But where SRS really shines is on the server side. After creating a report in Business Intelligence Development Studio, the report is published to the SRS server. That report is now available via the reporting web interface or via any application that makes the correct call to the SRS server. From the web interface, users can either run the reports interactively, or schedule to have a report delivered via email on a recurring basis.

Starting with SQL Server 2005, Reporting Services includes a reporting feature called Report Builder. Report Builder is a client-side application that you can use to create and design ad hoc reports. Using Report Builder, you can select data and design reports without having to understand how and where the data is stored. Nor do you need to know any complex programming languages in order to create reports. You simply need to be familiar with the information stored in your databases.

Using Report Builder, you can create table, matrix, or chart reports. To get started, select a report layout template and then simply drag and drop the fields that you want into the design area. You can then manipulate your data by filtering, grouping and sorting, or working with formulas. Save your report to the report server, and then you can manage it just like any other report on the server. Or, if you want, you can export the report to your local computer as a different file type, such as a TIFF, PDF, Excel, or HTML file.

Click here for more information about Reporting Services[http://www.microsoft.com/sql/technologies/reporting/default.mspx].

== Service Desk and Reporting Services ==

If you are familiar with developing Service Desk Reports in Crystal or (especially) Access you will feel comfortable in Reporting Services.
CA provided the DLLs to convert Unixtime to human readable format. This type of conversion is not included with Reporting Services. However, Reporting Services uses Visual Studio as the base for development - this is good, just remember that reports need to make time & date format conversion - for queries and results as well as time zone adjustments.

Reporting Services provides a historical snapshot feature on your reports. If used in conjuction with Service Desk data purge/archive, this feature creates a long lasting archives of data, formatted in the manner that you wish. Depending on your situation, this can come in handy for SOX compliance & audit. Historical snapshots are scheduled by you and you define the format (PDF? CSV? etc.)

== Service Desk Data Security ==

When developing reports, take consideration of your target audience and Service Desk data security.
Reporting Services can connect to many types of data sources. You can retrieve Service Data via ODBC or Web Services.

When you make an ODBC connection, you are bypassing Service Desk security - data partitions and access types. You can restrict the audience in Reporting Services by placing specific access rights on a report (or a folder containing reports). Depending on your situation, this is could be a high maintenance or unwanted task.

Connecting to Service Desk via Web Services will maintain data partitions and access type restrictions. Your report needs to send Service Desk login data and will need to store the Session ID (SID) for the user. After this has been accomplished Reporting Services will need send the query, so it is a bit more complex.

Out-of-the-Box Reports

2008-02-13T20:41:05Z

Edison234: List of Out of the Box Reports for Cystal and Access platforms

== Service Desk r11.2 - Out Of The Box reports ==

Many sample reports are included with Service Desk. The reports can be executed via runtime engines for Crystal Reports and Microsoft Access - they are included with the software. The runtime engines are required if you do not have Crystal Reports or Microsoft Access.

More reports are included in the Crystal format (.rpt) than the Access Database. Note: Both platforms have unique reports.
Below is a list of reports included with Service Desk r11.2.

== Crystal & Access ==
This list was generated by comparing the report names. Even though a report name can be similar between platforms, the content and layout/presentation may be different.

Active Change Orders at Weeks End (G)

Active CO's Aging by Priority (G)

Active CO's Aging by Priority for Categories (G)

Active CO's Aging by Priority for Groups (G)

Active CO's Aging by Priority for Status (G)

Active CO's Aging Report (G)

Active CO's Aging Report for Categories (G)

Active CO's Aging Report for Groups (G)

Active CO's Aging Report for Status (G)

Active Issues at Weeks End (G)

Active Requests Aging by Priority (G)

Active Requests Aging by Priority for Groups (G)

Active Requests Aging by Priority for Request Areas (G)

Active Requests Aging by Priority for Status (G)

Active Requests Aging Report (G)

Active Requests Aging Report for Groups (G)

Active Requests Aging Report for Request Areas (G)

Active Requests Aging Report for Status (G)

Active Requests at Weeks End (G)

Analyst Count by Priority (T)

Analyst Count by Priority of Active Issues (T)

Analyst Count by Priority of Open COs (T)

Change Categories Currently Active (G)

Change Orders by Failed SvcType for Category (G)

Change Orders by Failed SvcType for Groups (G)

Change Orders by Failed SvcType for Status (G)

Change Order Status Duration Report by Assignee (T)

Change Order Status Duration Report by Group (T)

Change Order Totals (T)

Issue Categories Currently Active (G)

Issue Totals (T)

Key Organization Summary (T)

Location Count by Priority All (T)

Location Count Problems by Priority (T)

Location Count Requests by Priority (T)

Open/Closed Analysis by Analyst (T)

Overall Summary (T)

Requests by Failed SvcType for Groups (G)

Requests by Failed SvcType for Request Areas (G)

Requests by Failed SvcType for Status (G)

Request Activity Counts by Customer Org (T)

Request Aging Detail (T)

Request Aging Detail by Analyst (T)

Request Areas Currently Active (G)

Request Status Duration Report by Assignee (T)

Request Status Duration Report by Group (T)

Survey Detail (T)

Survey Summary (T)

Survey Summary with Comments (T)

Total Volume of Change Orders (G)

Total Volume of Change Orders by Interface (G)

Total Volume of Issues (G)

Total Volume of Requests (G)

Total Volume of Requests by Interface (G)

Urgency #1 Summary by Customer (T)

Violated SLA Report for Groups (G)

Violated SLA Report for Request Areas (G)

Violated SLA Report for Status (G)

Workflow Task Aging Report (T)

Workflow Task Pending Report (T)

== Unique to Crystal ==

Active_Issues_Aging_by_Priority.rpt

Active_Issues_Aging_by_Priority_for_Categories.rpt

Active_Issues_Aging_by_Priority_for_Groups.rpt

Active_Issues_Aging_by_Priority_for_Status.rpt

Active_Issues_Aging_Report.rpt

Active_Issues_Aging_Report_for_Categories.rpt

Active_Issues_Aging_Report_for_Groups.rpt

Active_Issues_Aging_Report_for_Status.rpt

Active_Request_List.rpt

Activity_of_Requests.rpt

Analyst_List_By_Organization.rpt

Analyst_Summary.rpt

Asset_List.rpt

Comments_By_Doc.rpt

Comments_By_User.rpt

Docs_By_Status.rpt

Docs_By_Status_chart.rpt

Docs_For_Retirement.rpt

Docs_Solving_Iss.rpt

Docs_Solving_Iss_Contact.rpt

Docs_Solving_Iss_Contact_Detail.rpt

Docs_Solving_Iss_Detail.rpt

Docs_To_Expire.rpt

Docs_Unpublished.rpt

Docs_Viewed_Detail.rpt

Docs_Viewed_Least.rpt

Docs_Viewed_Most.rpt

Docs_With_Inactive_Assignees.rpt

Docs_With_Inactive_Owners.rpt

Documents_Created_Via.rpt

Documents_Submitted.rpt

Document_FAQ_Ratings.rpt

Doc_Usage_By_User.rpt

Expired_Documents.rpt

FAQ_Ratings_by_Contact.rpt

FAQ_Ratings_by_Contact_Detail.rpt

Freq_Searches_By_Search.rpt

Issues_by_Failed_SvcType_Category.rpt

Issues_by_Failed_SvcType_Groups.rpt

Issues_by_Failed_SvcType_Status.rpt

Issue_Status_Duration_by_Assignee.rpt

Issue_Status_Duration_by_Group.rpt

Iss_Not_Resolved.rpt

metrics.rpt

Noisewords.rpt

Plan_Task_Aging.rpt

Plan_Task_Pending.rpt

PropertiesByCategoryChg.rpt

PropertiesByCategoryIss.rpt

PropertiesByCategoryReq.rpt

PropertiesByPropertyChg.rpt

PropertiesByPropertyIss.rpt

PropertiesByPropertyReq.rpt

Published_Documents.rpt

Ratings.rpt

Request_List.rpt

Request_List_By_Analyst.rpt

Request_List_By_Organization.rpt

Request_List_By_Priority.rpt

Request_List_By_Request_Area.rpt

req_not_resolved.rpt

Searches.rpt

SearchesWithOutResults.rpt

Searches_By_User.rpt

Special_Terms.rpt

Submitters_detail.rpt

Synonyms.rpt

System_Usage_By_User.rpt

Top_Submitters.rpt

Total_Volume_of_Issues_by_Interface.rpt

User_Info.rpt

== Unique to Access ==

Request Areas for Last 30 Days (G)

SLA Results Based on 24 hours (T)

Total Volume of Change Orders by Agent Type (G)

Total Volume of Requests by Agent Type (G)

Closed Status Report (T)