SDU - User contributions [en]

EIAM Services dont start on fresh install

2010-03-30T16:33:51Z

Erik.johnson:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. 

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. 

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine].

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks 
AKM

Update by Erik:

I encountered a similar problem on our test server, and a full wipe and reinstall didn't fix it, nor did a database wipe. I think it may be hardware specific, because we are using an account with no numerals in it. Our problem was that EIAM was taking a very long time to load, and the Unicenter Service cannot start until this is done, but it does not intuitively know that it needs to wait so Services would have to be manually started each time. The only way I was able to reconcile this was to create Service dependencies so that the Unicenter Service will not try to start until the EIAM (eTrust) Services have. The settings for such a configuration get wiped out upon reboot, so I had to put it into a batch file and have it run as a scheduled task on Startup to ensure the process was followed.

Here's the code from the batch file (Service dependencies separated by a '/' as per sc.exe syntax): 
@echo off 
c:\windows\system32\dllcache\sc.exe config pdm_daemon_manager depend= DXserver_iTechPoz-SERVER_HOSTNAME/DXserver_iTechPoz-SERVER_HOSTNAME-Router/ssld_iTechPoz-Server/dxadmind_master

EIAM Services dont start on fresh install

2010-03-30T16:32:33Z

Erik.johnson:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. 

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. 

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine].

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks 
AKM

Update by Erik:

I encountered a similar problem on our test server, and a full wipe and reinstall didn't fix it, nor did a database wipe. I think it may be hardware specific, because we are using an account with no numerals in it. Our problem was that EIAM was taking a very long time to load, and the Unicenter Service cannot start until this is done, but it does not intuitively know that it needs to wait so Services would have to be manually started each time. The only way I was able to reconcile this was to create Service dependencies so that the Unicenter Service will not try to start until the EIAM (eTrust) Services have. The settings for such a configuration get wiped out upon reboot, so I had to put it into a batch file and have it run as a scheduled task on Startup to ensure the process was followed.

Here's the code from the batch file: 
@echo off 
c:\windows\system32\dllcache\sc.exe config pdm_daemon_manager depend= DXserver_iTechPoz-SERVER_HOSTNAME/DXserver_iTechPoz-SERVER_HOSTNAME-Router/ssld_iTechPoz-Server/dxadmind_master

EIAM Services dont start on fresh install

2010-03-30T16:31:31Z

Erik.johnson:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. 

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. 

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine].

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks 
AKM

Update by Erik:

I encountered a similar problem on our test server, and a full wipe and reinstall didn't fix it, nor did a database wipe. I think it may be hardware specific, because we are using an account with no numerals in it. Our problem was that EIAM was taking a very long time to load, and the Unicenter Service cannot start until this is done, but it does not intuitively know that it needs to wait so Services would have to be manually started each time. The only way I was able to reconcile this was to create Service dependencies so that the Unicenter Service will not try to start until the EIAM (eTrust) Services have. The settings for such a configuration get wiped out upon reboot, so I had to put it into a batch file and have it run as a scheduled task on Startup to ensure the process was followed.

Here's the code from the batch file.
@echo off
c:\windows\system32\dllcache\sc.exe config pdm_daemon_manager depend= DXserver_iTechPoz-SERVER_HOSTNAME/DXserver_iTechPoz-SERVER_HOSTNAME-Router/ssld_iTechPoz-Server/dxadmind_master

EIAM Services dont start on fresh install

2010-03-30T16:25:21Z

Erik.johnson:

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. 

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. 

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine].

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers. In our environment, and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks 
AKM

Update by Erik:

I encountered this problem on our test server, and a full wipe and reinstall didn't fix it, nor did a database wipe. I think it may be hardware specific, because we are using an account with no numerals in it. The only way I was able to reconcile this was to create Service dependencies so that the Unicenter Service will not try to start until the EIAM (eTrust) Services have. The settings for such a configuration get wiped out upon reboot, so I had to put it into a batch file and have it run as a scheduled task on Startup to ensure the process was followed.

Here's the code from the batch file.
@echo off
c:\windows\system32\dllcache\sc.exe config pdm_daemon_manager depend= DXserver_iTechPoz-SERVER_HOSTNAME/DXserver_iTechPoz-SERVER_HOSTNAME-Router/ssld_iTechPoz-Server/dxadmind_master

Stored Queries

2009-10-23T00:09:43Z

Erik.johnson:

[[Category:Configuration]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Stored Queries are used exclusively for the [[Scoreboard]]. Stored Queries have no capabilities or functionality outside of the Scoreboard.

When defining Stored Query you must prefix all single quotation marks (') with backslash (\) character.

To simply check Stored Query you can fill it into the Additional Search Argument field in the Search window. But you must fulfill these rules:
* Select proper base type (Contact, Request, Change...)
* Remove backslash (\) characters
* Change all variables (ie. @cnt.id) with correct values (@cnt is object with logged in user)

== Examples ==
=== Requests, Incidents, Problems, Change Orders & Issues ===
{| style="width:100%;vertical-align:top;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Active
| active = 1
|
|-
| Inactive
| active = 0
|
|-
| Has Assignee
| assignee is not null
|
|-
| No Assignee
| assignee is null
|
|-
| Assignee is the person logged in
| assignee = @cnt.id
|
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Affected End User's Location
| customer.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Requests, Incidents & Problems only
|-
| Affected End User's Location contains specific text
| customer.location.name like \'%keyword%\'
|-
| Affected End User's Site
| customer.location.site = 400001
| Requests, Incidents & Problems only
|-
| Affected End User's Location is the same as the person logged in
| customer.location = @cnt.location
| Requests, Incidents & Problems only
|-
| Affected End User's Site is the same as the person logged in
| customer.location.site = @cnt.location.site
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Attached CO
| (change IS NOT NULL AND change != 0)
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| affected_contact = @cnt.id
| Applies to Change Orders and Issues only
|-
| Affected End User's Location
| affected_contact.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Applies to Change Orders and Issues only
|-
| Affected End User's Site
| affected_contact.location.site = 400001
| Applies to Change Orders and Issues only
|-
| Affected End User's Location is the same as the person logged in
| affected_contact.location = @cnt.location
| Applies to Change Orders and Issues only
|-
| Affected End User's Location contains specific text
| affected_contact.location.name like \'%keyword%\'
| Applies to Change Orders and Issues only
|-
| Affected End User's Site is the same as the person logged in
| affected_contact.location.site = @cnt.location.site
| Applies to Change Orders and Issues only
|-
| Requester is the person logged in
| requestor = @cnt.id
| Applies to Change Orders and Issues only
|-
| Callback Today
| call_back_flag=1 AND call_back_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Category or Request/Incident/Problem Area is specific
| category.id = nnnnnn
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
| For pre-r11 releases, just reference the id.
|-
| Member of the Group is the person logged in
| group.group_list.member IN (@cnt.id)
|
|-
| Created by the person logged on
| log_agent = @cnt.id
|
|-
| Priority is 1
| priority = 5
| References the enum value not the sym value.
|-
| Priority is 5
| priority = 1
| References the enum value not the sym value.
|-
| Resolved
| active = 1 and status = \'RE\'
|
|-
| SLA has been violated
| sla_violation = 0
|
|-
| SLA has not been violated
| sla_violation != 0
|
|-
| Created in the past 60 minutes
| open_date > StartAtTime(\'PAST_HOUR\')
|
|-
| Created in the past 24 hours
| open_date > StartAtTime(\'PAST_DAY\')
|
|-
| Created in the past 7 days
| open_date > StartAtTime(\'PAST_WEEK\')
|
|-
| Created in the past 30 days
| open_date > StartAtTime(\'PAST_MONTH\')
|
|-
| Created in the past 365 days
| open_date > StartAtTime(\'PAST_YEAR\')
|
|-
| Created last hour
| open_date > StartAtTime(\'LAST_HOUR\')
|
|-
| Created last month
| open_date > StartAtTime(\'LAST_MONTH\')
|
|-
| Created last year
| open_date > StartAtTime(\'LAST_YEAR\')
|
|-
| Created this hour
| open_date > StartAtTime(\'THIS_HOUR\')
|
|-
| Created this month last year
| open_date > StartAtTime(\'THIS_MONTH_LAST_YEAR\')
|
|-
| Created today
| open_date > StartAtTime(\'TODAY\')
|
|-
| Created today after noon
| open_date > StartAtTime(\'AFTER_NOON\')
|
|-
| Created today before noon
| open_date > StartAtTime(\'BEFORE_NOON\')
|
|-
| Created yesterday
| open_date > StartAtTime(\'YESTERDAY\') AND open_date < EndAtTime(\'YESTERDAY\')
|
|-
| Created yesterday and today
| open_date > StartAtTime(\'YESTERDAY\')
|-
|}

=== Workflow & Issue Workflow ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Assignee is logged in person
| assignee = @cnt.id
|
|-
| Assignee is a specific Group
| assignee=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Logged in person is a member of the Group set as the Assignee
| assignee.[group]group_list.member IN (@cnt.id)
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Future
| status.allow_task_update = 0 AND status = \'WAIT\'
|
|-
| Waiting
| status = \'WAIT\'
|
|-
| Pending
| status = \'PEND\'
|
|-
| To do today
| status = \'PEND\' AND est_completion_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Cannot be edited
| status.allow_task_update = 0
|
|-
| Is not complete
| status.task_complete = 0
|
|-
| Is not next in the Workflow
| status.do_next_task = 0
|
|-
|}

=== Contacts ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| All Analysts
| type = 2307
|
|-
| Analyst is available
| available = 1
|
|-
| Analyst is unavailable
| available=0 OR available IS NULL
|
|-
| Contact is active
| delete_flag = 1
|
|-
| Contact is inactive
| delete_flag = 0
|
|-
| Contact's Location is the same as the logged in person's Location
| location = @cnt.location
|
|-
| Members of concrete group
| id.[member]group_list.group IN (U\'0969194BE95B974F9535687570A8E5B1\')
| U\'0969194BE95B974F9535687570A8E5B1\' is an contact_uuid attribute of the group
|-
|}

=== Configuration Items ===

=== Knowledge ===

== See Also ==
[[Scoreboard]]

[[Time-based Stored Queries]]

Lock record

2009-06-18T00:24:53Z

Erik.johnson: New page: When an Analyst edits a ticket of any type, it locks that record for a determined period of time to ensure one person's changes don't overwrite another's. While this is a useful feature, i...

When an Analyst edits a ticket of any type, it locks that record for a determined period of time to ensure one person's changes don't overwrite another's. While this is a useful feature, it can be problematic when not set properly. If too short, someone might not be done editing the ticket, but if too long, it could remain locked for an extended period of time.

To edit the lock time, edit the %NXROOT%\bopcfg\www\web.cfg file and search for "ExclLockSeconds". Make sure there is not an exclamation mark preceding it, and put the number of seconds to lock the record after it.

Example:
ExclLockSeconds 900

After setting the variable as desired, you will need to rerun the Configure tool (pdm_configure) and restart services.