SDU - User contributions [en]

Root Cause

2009-07-14T19:45:14Z

Eziril:

__NOTOC__
[[Category:Change Orders]]
[[Category:Configuration]]
[[Category:Incidents]]
[[Category:Issues]]
[[Category:Problems]]
[[Category:r6]]
[[Category:r11]]
[[Category:Requests]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides insight into using Root Cause and suggestions about its content.

== Using Root Cause ==
When contemplating the initial content of your Root Cause listing, stay focused. Remember that Root Cause should identify WHY the ticket was created. Do not confuse it with Configuration Item, which identifies WHAT the ticket is regarding. For example, a ticket was created for user John D User with regards to Outlook. Outlook is the Configuration Item because it is the WHAT. During the course of troubleshooting you discover that the reason the user was experiencing problems with Outlook was because of a network outage. ''Network Outage'' is your Root Cause because it tells you WHY.

== List of Root Causes ==
{|
|-
! colspan=2 | Symbol
! Description
|-
| colspan=3 | '''Hardware'''
|-
| width=20px |
| Communication Error
| Failure of one piece of hardware to communicate with another.
|-
|
| Depleted Consumable
| Empty/low/worn ink cartridges, toner cartridges, or ribbon.
|-
|
| Hardware Failure
| A failed piece of hardware.
|-
|
| Minimum Requirements Not Fulfilled
| Failure to function properly due to minimum hardware requirements not being met.
|-
|
| Needs Cleaning
| Item needing cleaning in order to function properly.
|-
|
| Paper Jam
| Paper Jam in a printer or fax caused an error
|-
|
| User Induced Damage
| Damage caused by the user.
|-
| colspan=3 | '''Network'''
|-
|
| IP Address Conflict
| Conflicting IP Addresses on the company network.
|-
|
| ISP Issue
| Problem's associated with Home user's Internet Service Provider.
|-
|
| Lag
| A problem resulting from a slow network.
|-
|
| Outage
| Network unavailability experienced by two or more machines in close proximity.
|-
| colspan=3 | '''None'''
|-
|
| Unavailable Function/Feature
| The function or feature desired is not available in the application.
|-
|
| Company Policy
| Corporate or Department Policy dictates the functionality that is reported.
|-
|
| Works as Designed
| The reported problem actually works as designed.
|-
| colspan=3 | '''Other'''
|-
|
| Access Restricted
| Access has been intentionally restricted.
|-
|
| Backup Overage
| Backups exceeded the anticipated duration.
|-
|
| Change in Roles & Responsibilities
| Changes in Roles and/or Responsibilities are the causes of the observed behavior.
|-
|
| Environmental Conditions
| Primary cause is the environment. For example, excessive moisture caused a circuit card to short circuit.
|-
|
| Misleading
| Observed behavior is not necessarily wrong, but it is misleading and should be changed.
|-
|
| Misspelling/Typo
| Problem caused by a misspelling or a typo.
|-
|
| No Longer Employed
| User is no longer employed by the company and is the cause for the observed behavior.
|-
|
| Scheduled Server Outage
| Host Server is unavailable and was scheduled to be down.
|-
|
| Unscheduled Server Outage
| Host Server is unavailable and was not scheduled to be down.
|-
|
| Side-Effect
| Side-effect from making a previous change.
|-
|
| Unfamiliar with Product/Process
| User is unfamiliar with a product or process and has requested assistance or HOW TO instructions.
|-
|
| Unknown Cause
| The single root cause of the problem cannot be identified.
|-
|
| Unsupported Software
| Software not supported by IT.
|-
|
| User Error
| User mistake.
|-
|
| Vendor Error
| Vendor is responsible for item failure.
|-
| colspan=3 | '''Software'''
|-
|
| Beyond Software Capabilities
| Software is not capable of producing the desired result.
|-
|
| Database
| Database issue causing software problems.
|-
|
| Device Not Mapped
| Missing Printer, Fax, or Scanner mapping results in error or inability to use device.
|-
|
| Failed Install
| A failed, incomplete, or improperly installed application.
|-
|
| Incorrect Permissions
| Needed account permissions are incorrect.
|-
|
| Licensing
| Licensing issues causing software problems.
|-
|
| Minimum Requirements Not Fulfilled
| Failure to function properly due to minimum software requirements not being met.
|-
|
| Missing Drivers
| Item cannot be used due to missing software driver(s).
|-
|
| Missing Files
| Essential files are missing.
|-
|
| Missing Function/Feature
| A function or feature that should be present is missing from an application.
|-
|
| Missing Patches
| Required patches are missing.
|-
|
| Out of Sync
| Devices are unable to establish or maintain synchronization.
|-
|
| Outdated Drivers
| Outdated software drivers.
|-
|
| Outdated Software
| Software is not at the currently supported level.
|-
|
| Password (Administrative)
| Requiring a password reset that is NOT the result of a user error.
|-
|
| IT Design Flaw
| Problem attributed to IT scripting error.
|-
|
| Service Outage
| An outage of an individual service, not necessarily an entire server.
|-
|
| Software Bug
| A defect in the software.
|-
|
| Software Needed
| Software needs to be installed in order for user to perform necessary function.
|-
|
| Virus
| A virus, worm or Trojan Horse.
|-
|
| Wrong Configuration/Setting
| Problems resulting from something being improperly configured or set wrong.
|-
|}

Single Sign-on

2009-02-12T23:04:19Z

Eziril:

__NOTOC__
[[Category:Authentication]]
[[Category:Integration]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article details the procedures for permitting users to bypass entering their login credentials.

== Configure Service Desk ==
[[Image:Single Sign-On Screenshot1.png|thumb|r11.x Screenshot - Access Type]]Configure the Access Type to ''Allow External Authentication'' and set the Validation Type to ''OS-Use Operating System Authentication''.

== Option 1: Configure IIS ==
[[Image:Single Sign-On Screenshot2.png|thumb|r11.x Screenshot - IIS]]
#Launch the IIS Manager and expand web sites and locate the CAisd virtual directory.
#Right-click on CAisd and select Properties
#Select the Directory Security tab and select the edit button under Authentication and access control.
#Uncheck Enable Anonymous Access and check Integrated Windows Authentication

The changes should work immediately. But if they do not, recycle the IIS.

== Option 2: Configure Tomcat ==
#Download the latest jcifs.jar file from http://jcifs.samba.org/.
#Place the file in the [[$NX_ROOT]]\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\lib directory.
#Edit the web.xml located at [[$NX_ROOT]]\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\ by locating the ''<nowiki></nowiki>'' line and place the following code directly below it:
<source lang="xml"><filter>
<filter-name>NtlmHttpFilter</filter-name>
<filter-class>jcifs.http.NtlmHttpFilter</filter-class>
<init-param>
<param-name>jcifs.http.domainController</param-name>
<param-value>YOUR DOMAIN</param-value>
</init-param>
</filter> </source>
    ''Note: Replace YOUR DOMAIN with your domain name (servicedeskusers.com) or domain controller (dcl).''
<br><br>
    4. Then locate ''<nowiki></nowiki>'', and place the following code directly below it:
<source lang="xml"><filter-mapping>
<filter-name>NtlmHttpFilter</filter-name>
<url-pattern>/*</url-pattern>
</filter-mapping></source>

    5. Stop and restart the Tomcat web server by running the '''pdm_tomcat_nxd -c stop''' then '''pdm_tomcat_nxd -c start'''

Additional information for configuring Tomcat using jcifs can be found at http://jcifs.samba.org/src/docs/faq.html#ukhost and http://jcifs.samba.org/src/docs/api/overview-summary.html#scp

== Notice ==
When running the Service Desk Configuration Utility ([[pdm_configure]]), the above changes will need to be reimplemented as the configuration process will reset them.

[[eIAM]], which [[CA Workflow]] uses for authentication, does not have single sign-on capabilities. As a result, CA Workflow is not capable of single sign-on. However, the the rumor is that CA Workflow version 1.1 which will be packaged with Service Desk r12 will have this capability.

== See Also ==
[[Single Sign-on with Cookies]]

[[LDAP Integration]]

Steps to building a R11.2 Test System

2008-07-15T17:02:00Z

Eziril:

[[Category:Installation]]
The following are the steps I have used to build several test systems.

It involves getting a sql backup of mdb, with all login's in the backup and then restoring is to a test system that has been setup and have an existing mdb built.
The existing mdb is copied over using the SQL restore.

Steps to go from migrated R11.x system to a R11 test system

#install the base product
#run the pdm_configure to setup and ensure the environment is correct.
#backup $nx_root/site/mods on the production system
#do the following extract on production
#*pdm_extract wspcol > wspcol.txt
#*pdm_extract wsptbl > wsptbl.txt
#restore the wspcol / wsptab to the test system
#*pdm_load -f wspcol.txt
#*pdm_load -f wsptbl.txt
#delete the file $nx_root/site/mods/wsp_schema.log (may not be present)
#log on to the wsp
##open the schema designer
##open any table and make a dummy update (e.g. the description some place)
##choose 'File' -> 'Save and Publish'
##shutdown the Unicenter Service Desk services
##run pdm_publish
##start the Unicenter Service Desk services
##check for any errors
##sign on to Service Desk
##sign on to sql visual studio
##*verify that any schema changes are in place
##check the ddict.sch found in $nxroot\site verify fields are in the ddict
#copy $nx_root/site/mods to the test system (see step 3)
#run the pdm_configure to setup and ensure the environment is correct.
#*check ddict.sch found in $nxroot/site, to make sure that the fields were added correctly
#restore the database using SQL
#change the database name in the following table
#*dlgtsrv table
#*#change the primary server name to the test server name
#*#*sym from production name to test name
#*#*server from production name to test name
#change all the notifications in the usp_contact record to 'Notification'
#*c_cm_id1, c_cm_id2, c_cm_id3, c_cm_id4
#*SQL Command is update dbo.usp_contact SET c_cm_idx = 1801
#reboot the server
#before running pdm_configure, check the following
#*User ServiceDesk is active and available
#*Update ServiceDesk in the SQL database
#apply patches

If any questions on this please email me, danegrey

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