CA SDM 12.9 Admin Guide

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8/15/2019 CA SDM 12.9 Admin Guide
This document references the following CA Technologies products:
CA IT Asset Management (formerly known as CA Asset Portfolio Management (CA
APM))
CA Configuration Automation (formerly known as CA Cohesion ACM)
CA Embedded Entitlements Manager (CA EEM)
CA Enterprise Workload Automation (CA EWA)
CA Process Automation (formerly known as CA IT PAM)
CA Management Database (CA MDB)
CA Management Portal
CA Portal
CA Service Management
CA Wily
CA Workflow
Service Management Processes and Best Practices................................................................................................... 26
Number of Servers ..................................................................................................................................................... 27
How to Start the CA SDM Servers .............................................................................................................................. 28
Start the CA SDM Servers in Conventional Configuration ................................................................................... 30 Start the CA SDM Servers in Advanced Availability Configuration ..................................................................... 31
How to Perform Rolling Maintenance on CA SDM Servers ........................................................................................ 32
Verify the Considerations .................................................................................................................................... 33
Suppress Version Control between the Standby and Background Server .......................................................... 34
Promote the Standby Server as the New Background Server ............................................................................. 34
Perform Rolling Maintenance on Application Servers ........................................................................................ 35
How to Configure SSL Authentication ........................................................................................................................ 37
Verify the Prerequisites....................................................................................................................................... 38
Set the Web Engine Capability by Web Director Parameters ............................................................................. 38
Choose the SSL Login Environment ..................................................................................................................... 39
Set Up SSL Login Environment ............................................................................................................................ 41
How to Configure TCP/IP ............................................................................................................................................ 47
How to Deploy CMDBf Web Services ......................................................................................................................... 48
How to Restart the CA SDM Servers .......................................................................................................................... 48
Restart the CA SDM Servers in Conventional Configuration ............................................................................... 48
Restart the CA SDM Servers in Advanced Availability Configuration .................................................................. 48
How to Stop the CA SDM Servers ............................................................................................................................... 51
Stop the CA SDM Servers in Conventional Configuration ................................................................................... 51
Stop the CA SDM Servers in Advanced Availability Configuration ...................................................................... 52
Tablet Support ............................................................................................................................................................ 54
Tomcat Logging .......................................................................................................................................................... 56
Servlet Defaults ................................................................................................................................................... 57
PDA Interface ............................................................................................................................................................. 57
REST Logging .............................................................................................................................................................. 58
Chapter 6: Integrating Multiple Search Engines Using Federated Search 141
Configure Federated Search ..................................................................................................................................... 142
Complete the Prerequisites .............................................................................................................................. 143
Enable Federated Search .................................................................................................................................. 144
Create the Federated Search Sources in CA SDM ............................................................................................. 150
Uninstall the Search Adapter ............................................................................................................................ 152
Configure the Crawler Surface ................................................................................................................................. 153
Complete the Prerequisites .............................................................................................................................. 154
Configure the Crawler Surface User ID ............................................................................................................. 157
Configure the SharePoint Crawler ............................................................................................................................ 164
Create the Content Source in SharePoint ......................................................................................................... 165
Create Crawl Rules ............................................................................................................................................ 166
Verify the Crawler Data in SharePoint .............................................................................................................. 169
Troubleshooting ....................................................................................................................................................... 170
Create a New Custom Adapter Using the SDK interface .......................................................................................... 172
Compile the New Custom Adapter Jar Files ...................................................................................................... 174
Configure the New Custom Search Adapter with the CAFedSearch Component ............................................. 177
Verify the new Custom Search Adapter ............................................................................................................ 179
Adding the Cross-Origin Resource Sharing Filter ..................................................................................................... 180
Call the CAFedSearch Servlet Using REST ................................................................................................................. 181
Chapter 7: Implementing Policy 183
Policy Implementation ............................................................................................................................................. 183
Contacts ................................................................................................................................................................... 305
Special Handling Types ............................................................................................................................................. 308
Associate a Contact to a Special Handling Type ................................................................................................ 310
LDAP Directory Data .......................................................................................................................................... 310
Roles ......................................................................................................................................................................... 335
Role Records ..................................................................................................................................................... 341
How to Implement a Custom Menu Tree ................................................................................................................. 357
Create a Role Record ................................................................................................................................................ 359
Create a Tab Record ................................................................................................................................................. 360
Create a Menu Bar Record ....................................................................................................................................... 361
Create a Web Form Record ...................................................................................................................................... 362
Copy a Menu Tree .................................................................................................................................................... 363 Create and Customize a Menu Tree ......................................................................................................................... 364
Create and Publish a Help Set .................................................................................................................................. 365
Switch Roles ............................................................................................................................................................. 367
Models ...................................................................................................................................................................... 369
CA Workflow ............................................................................................................................................................ 372
Workflow Tasks ................................................................................................................................................. 375
CA Process Automation Components ............................................................................................................... 376
CA Process Automation Integration with CA SDM at Run Time ........................................................................ 376
How to Create a Process Definition .................................................................................................................. 377
Create a Start Request Form ............................................................................................................................. 378
Attach a CA Process Automation Process Definition ........................................................................................ 380 Shared Codes ............................................................................................................................................................ 381
Priority Codes .................................................................................................................................................... 382
Severity Codes ................................................................................................................................................... 382
Impact Codes ..................................................................................................................................................... 383
Urgency Codes .................................................................................................................................................. 383
Status Codes ............................................................................................................................................................. 383
Issue Status Codes ............................................................................................................................................. 386
Task Status Codes .............................................................................................................................................. 387
Predefined Change Categories .......................................................................................................................... 394
Predefined Issue Categories .............................................................................................................................. 395
Category Properties .......................................................................................................................................... 396
Define Change and Issue Categories for Self-Service ........................................................................................ 398 Automatic Closure of Tickets ................................................................................................................................... 399
How to Define Auto Close Ticket Settings ......................................................................................................... 399
How to Define an Auto Close Activity Notification ........................................................................................... 400
Related Ticket Activities ........................................................................................................................................... 401
Priority Calculation ................................................................................................................................................... 403
Priority Calculation Generates Urgency Value After Saving Self-Service Tickets .............................................. 406
How to Set Priority Calculation ......................................................................................................................... 408
Status Transitions and Dependent Attribute Controls ............................................................................................. 418
Work with Status Transitions and Dependent Attribute Controls .................................................................... 419
Configure Status Transitions ............................................................................................................................. 419
Web Services Methods ..................................................................................................................................... 422
Predefined Transition Flows ............................................................................................................................. 422
Status Transitions for Self-Service ............................................................................................................................ 427
How Transitions for Self-Service Work.............................................................................................................. 428
How to Create or Update Transition Types for Transitions .............................................................................. 429 How to Link Transition Types to Transitions ..................................................................................................... 429
Activate Predefined Transition Types ............................................................................................................... 430
Timers ....................................................................................................................................................................... 431
Time Zone Rules ................................................................................................................................................ 434
Open CA SDM Web UI ....................................................................................................................................... 436
Create a File Type .............................................................................................................................................. 436
Choose the Repository ...................................................................................................................................... 437 Create a Folder .................................................................................................................................................. 444
Announcements ....................................................................................................................................................... 445
Print CA SDM Web Pages ......................................................................................................................................... 449
Record Locking Behavior in the Web Interface ........................................................................................................ 450
Support Structure ..................................................................................................................................................... 451 Enabling the CAPA Help............................................................................................................................................ 451
Options Manager Usage ........................................................................................................................................... 453
Chapter 12: Configuring Auto Assignment 459
Auto Assignment ...................................................................................................................................................... 459 Auto Assignment Relationships ................................................................................................................................ 460
Auto Assignment Methods ....................................................................................................................................... 460
Areas and Categories ........................................................................................................................................ 461
Analysts ............................................................................................................................................................. 462
How to Auto Assign Tickets to a Group and Not to Contacts Within the Group .............................................. 463
Auto Assignment by Location ........................................................................................................................... 463
Auto Assignment by Workshift ......................................................................................................................... 465
Default Group and Assignee ..................................................................................................................................... 466
Auto Assignment Enablement .................................................................................................................................. 466
Auto Assignment Override ....................................................................................................................................... 467
Templates .......................................................................................................................................................... 470
Activity Logging ........................................................................................................................................................ 471
Auto Assignment Tracing ......................................................................................................................................... 472
How Auto Assignment Assigns Workflow Tasks ....................................................................................................... 478
Configuration Item-Based Auto Assignments .......................................................................................................... 481
How Configuration Item-Based Auto Assignment Works ................................................................................. 481
Enable Configuration Item-Based Auto Assignments ....................................................................................... 485
Chapter 13: Managing Your Database 487
Database Management Utilities ............................................................................................................................... 487
Database Loader ...................................................................................................................................................... 488
Drop and Restore Constraints ........................................................................................................................... 490
Database Backup ...................................................................................................................................................... 490
Use the Dbadmin Mode .................................................................................................................................... 496
Improve Performance With Browser Caching .......................................................................................................... 507
Configure the Microsoft Internet Information Server ...................................................................................... 507
Configure Apache .............................................................................................................................................. 508
Text API .................................................................................................................................................................... 523
Input Format ..................................................................................................................................................... 525
Start and End Email Message Delimiters .......................................................................................................... 529
How the Text API Uses Artifacts ........................................................................................................................ 529
How to Set Up Notification Replies to Update Tickets ...................................................................................... 530
Conversion Methods ......................................................................................................................................... 533
The Configuration File ....................................................................................................................................... 535
Chapter 15: How to Version the System Customizations Across CA SDM Servers 539
Verify the Prerequisites ............................................................................................................................................ 540
Version Control Components ............................................................................................................................ 542
Version Control Parameters .............................................................................................................................. 543
Choose the Less Active Application Server ....................................................................................................... 547
Stop the Other Application Server .................................................................................................................... 547
Verify the Customizations on the Client ................................................................................................................... 548
Using the Web Interface .......................................................................................................................................... 551
View Configuration Items .................................................................................................................................. 552
Create a Configuration Item .............................................................................................................................. 552 Update a Configuration Item ............................................................................................................................ 553
Associate a Maintenance Window with a CI ..................................................................................................... 553
View Associated Change Windows ................................................................................................................... 554
View Configuration Item History ....................................................................................................................... 554
Inactivate a Configuration Item ........................................................................................................................ 554
Reactivate a Configuration Item ....................................................................................................................... 555
Contact, Location, and Organization CIs .................................................................................................................. 555
Create a CI from a Base Object ......................................................................................................................... 556
Select a Base Object for a CI.............................................................................................................................. 556
Edit CI Details for a Base Object ........................................................................................................................ 557
Edit CI Attributes for a Base Object ................................................................................................................... 557 Create a Base Object CI Using GRLoader .......................................................................................................... 558
CI Relationships ........................................................................................................................................................ 558
View Relationships for a CI ................................................................................................................................ 561
Inactivate a CI Relationship ............................................................................................................................... 562
Reactivate a CI Relationship .............................................................................................................................. 562
Inactivate CI Relationships (Edit in List) ............................................................................................................ 563
Inactivate a CI Relationship Using GRLoader .................................................................................................... 563
Reactivate a CI Relationship Using GRLoader ................................................................................................... 564
Delete a CI Relationship from the Database ..................................................................................................... 565
CI Relationship History and Comparison ........................................................................................................... 565
Versioning ................................................................................................................................................................ 566
Versioning Terminology .................................................................................................................................... 568
CA SDM Change Management Integration ....................................................................................................... 572
CA APM Integration........................................................................................................................................... 573 CI Versioning Management ............................................................................................................................... 574
View CI Attributes in Other CA Products .................................................................................................................. 591
Using the CMDBf Viewer .......................................................................................................................................... 592
CMDB Visualizer ....................................................................................................................................................... 592
Visualizer Administration .................................................................................................................................. 595
CI Reconciliation ....................................................................................................................................................... 597
MDR-Based Reconciliation ................................................................................................................................ 598
How to Identify and Resolve Ambiguous CIs .................................................................................................... 600
Review and Modify Inbound Data Using Transaction Work Area (TWA) ......................................................... 612
Manage Staged Transactions ................................................................................................................................... 616
Transaction Work Area ..................................................................................................................................... 617
Populating the TWA .......................................................................................................................................... 619
How to Use the Web Interface to Update Data in the TWA ............................................................................. 630
Manage Relationship Transactions ................................................................................................................... 633
CA CMDB Family/Class Structure ...................................................................................................................... 640
Change Family/Class of a Single CI .................................................................................................................... 641
Change the Family/Class of a List of CIs ............................................................................................................ 642
Change CI Family/Class Using GRLoader ........................................................................................................... 642
Extending CA CMDB .......................................................................................................................................... 643
CACF Administration and Policy Definition ....................................................................................................... 655
Managed Attributes .......................................................................................................................................... 668
Implement a Change Verification Strategy ....................................................................................................... 681
Planning and Implementing Change Verification .............................................................................................. 685
Change Verification Best Practices .................................................................................................................... 691
Verify a CI Attribute Value Update Manually .................................................................................................... 695
Example: Allow Rogue Updates Only From a Specific Location ........................................................................ 699
Example: Upgrade Laptops in Your Organization ............................................................................................. 700
Example: Lock Down Nonverified Change Orders ............................................................................................ 701
Example: Allow a CI Update If No Matching Change Order Exists .................................................................... 702
Example: Defer All Updates from CA Configuration Automation to the TWA .................................................. 703 Example: Only Log the Policy Results as a Test ................................................................................................. 703
Example: Reject a CI Update ............................................................................................................................. 704
Example: Allow Change Orders Created Without Specifications ...................................................................... 704
Example: Do Not Allow Change Orders Created Without Specifications .......................................................... 705
Example: Allow Rogue Inserts from Selected Sources ...................................................................................... 705
Example: Allow a Rogue Update for a Nonproduction CI ................................................................................. 706
Chapter 17: Administering MDRs 707
What is an MDR? ...................................................................................................................................................... 707 MDR Classes and MDR Names .......................................................................................................................... 708
How does an MDR Complement CA SDM? ....................................................................................................... 708
MDR to CA SDM Definition ............................................................................................................................... 709
MDR Launcher .......................................................................................................................................................... 709
Launch in Context from CA CMDB to CA APM ......................................................................................................... 712
CI Properties that Support MDR Federation ............................................................................................................ 712
Federated Asset ID ............................................................................................................................................ 713
CA Cohesion ACM MDRs .......................................................................................................................................... 715
How to Associate an MDR to a CI Manually ...................................................................................................... 716
CA Cohesion Automatic Import ......................................................................................................................... 716
CI to MDR Mapping ........................................................................................................................................... 717
MDR Definition Administration ......................................................................................................................... 718
Using GRLoader ........................................................................................................................................................ 719
system_name Naming Convention .......................................................................................................................... 720
How to Update Metadata Files for CMDBf Mapping ............................................................................................... 722
How To Display MDR Attribute Values With CA CMDB Attribute Names ......................................................... 724
How To Hide MDR Provider Attributes ............................................................................................................. 725
How To Define MDR Attributes Without CA CMDB Equivalents ...................................................................... 725
Define CMDBf Data Provider Metadata ............................................................................................................ 726
Chapter 18: Managing Change 727
Change Management in CA SDM ............................................................................................................................. 727
Change Management Components ......................................................................................................................... 728
CAB Responsibilities ................................................................................................................................................. 729
Assign Members to the CAB Group ................................................................................................................... 731
Change Manager Responsibilities ............................................................................................................................ 731
Change Categories, Status, and Risk Levels .............................................................................................................. 734
View the Change Order Scoreboard ......................................................................................................................... 735
Define a Change Order Stored Query....................................................................................................................... 735
Change Calendar ...................................................................................................................................................... 737
iCalendar Event Templates ............................................................................................................................... 738
Schedule Views ................................................................................................................................................. 739
View Change Windows...................................................................................................................................... 754 Associate a CI with a Maintenance Window ..................................................................................................... 754
CA Workflow Visualization ....................................................................................................................................... 757
Change Management Process Definition for CA Workflow ..................................................................................... 759
Change Management Process Definition Components .................................................................................... 760
How to Set Up the Change Management Process Definition ........................................................................... 760
How the Change Management Process Definition Works ................................................................................ 766 ActivityNode Actor not found: Update Object -Service Desk r12 ..................................................................... 779
Change Order Does Not Close ........................................................................................................................... 780
CAB Console and Reporting...................................................................................................................................... 780
Change Management Reporting ....................................................................................................................... 784
How to Implement the Risk Survey ................................................................................................................... 786
How to Access a Risk Survey Directly from a URL ............................................................................................. 788 Impact Explorer ........................................................................................................................................................ 789
Launch Impact Explorer .................................................................................................................................... 790
Explore Attached CIs ......................................................................................................................................... 790
Add a Related CI to a Change Order.................................................................................................................. 791
Launch CMDB Visualizer from Impact Explorer ................................................................................................ 792
Configuring Impact Explorer ............................................................................................................................. 792
Chapter 20: CA Business Intelligence Reports 797
Reporting Scenarios ................................................................................................................................................. 797
Reporting Components ............................................................................................................................................ 798
Display Web-Based Reports in InfoView .................................................................................................................. 801
Security and Authorization ....................................................................................................................................... 802
Groups and Users .............................................................................................................................................. 802
CA SDM Data Partitions in Infoview .................................................................................................................. 803 Universe and Universe Connections ................................................................................................................. 803
Report Folders ................................................................................................................................................... 804
Access Levels ..................................................................................................................................................... 806
How to Point an Existing CA Business Intelligence Server to a CA SDM Server ....................................................... 807
Create an ODBC Data Source ............................................................................................................................ 807
Configure the Universe ..................................................................................................................................... 808
Export the Universe .......................................................................................................................................... 809
How to Set Up Data Partitions Security for Reporting ............................................................................................. 809
Add the CA SDM Privileged User to CMC .......................................................................................................... 810
Define Universe Database Credentials .............................................................................................................. 810
Establish Data Partitions ................................................................................................................................... 811 Replicated Database for Offline Reporting .............................................................................................................. 811
Role-Based Reports .................................................................................................................................................. 811
Define Role-Based Reports for the Role............................................................................................................ 812
Web-Based Reports .................................................................................................................................................. 820
KPI Types ........................................................................................................................................................... 823
Predefined KPIs ................................................................................................................................................. 823
KPI Daemon ....................................................................................................................................................... 824
System KPIs ....................................................................................................................................................... 824
Example Ad Hoc Reports .......................................................................................................................................... 835
Example: View All Open Priority 1 and 2 Requests for All Users ...................................................................... 836
Example: View All Open Requests that Do Not Include a Status of Work In Progress ...................................... 837
Example: View All Closed Requests in the Last 30 Days for Users Whose Last Name Begins with "C" ............ 838
Dashboard Reports ................................................................................................................................................... 840
View Dashboards and Reports in InfoView ....................................................................................................... 841
Write CA Business Intelligence Reports ................................................................................................................... 841 CA SDM ODBC Driver ........................................................................................................................................ 842
Write SQL for BusinessObjects Reports ............................................................................................................ 843
PDM Functions .................................................................................................................................................. 843
Attribute Aliases ................................................................................................................................................ 846
Generate Reports ..................................................................................................................................................... 847
Database Views ........................................................................................................................................................ 847
Basic Views ........................................................................................................................................................ 848
Advanced Views ................................................................................................................................................ 850
Analysis Reports ....................................................................................................................................................... 853
Generate Request Area or Issue Category Reports........................................................................................... 853
Generate Request Area Proirity or Issue Category Priority Reports ................................................................. 854
Chapter 22: Managing Knowledge 855
Knowledge Management ......................................................................................................................................... 855
Import Sample Knowledge Data ....................................................................................................................... 857
Knowledge Base Monitoring ............................................................................................................................. 857
Knowledge Base Re-Index ................................................................................................................................. 858
Index and De-Index Queue Settings for Batch and Instant Processing ............................................................. 858
How to Use Documents in the Knowledge Base ...................................................................................................... 859
Knowledge Submission from CA SDM ............................................................................................................... 861
Knowledge Submission from Self-Service ......................................................................................................... 861
Document Attributes ........................................................................................................................................ 861
Document Permissions ..................................................................................................................................... 861
Resolution Editing ............................................................................................................................................. 862
Document Archive and Purge ........................................................................................................................... 864
Knowledge Search .................................................................................................................................................... 865 How to Call the CAFedSearch Servlet Through a REST Web Service ........................................................................ 866
Forums ..................................................................................................................................................................... 866
Export/Import Documents ................................................................................................................................ 880
pdm_ket Utility—Knowledge Export Tool......................................................................................................... 889
Allow Users to Export and Import Knowledge .................................................................................................. 891
Web Services ............................................................................................................................................................ 892
Knowledge Administration ....................................................................................................................................... 893
Knowledge Management Roles and Functions ........................................................................................................ 894 Knowledge Management User Interfaces ......................................................................................................... 895
Knowledge Management Configuration and Management Functions ............................................................. 895
Self-Service Knowledge Options ....................................................................................................................... 896
Documents and Users ....................................................................................................................................... 901
Edit Action Content ........................................................................................................................................... 908
Document Approval Process .................................................................................................................................... 910
Approval Process Manager ............................................................................................................................... 911
Create an Approval Process Template .............................................................................................................. 912
Document Status Definitions ............................................................................................................................ 915
Create an Automated Policy ............................................................................................................................. 918 Edit an Automated Policy .................................................................................................................................. 919
Schedule Automated Policies ............................................................................................................................ 919
Knowledge Document Control ................................................................................................................................. 920
Knowledge Categories....................................................................................................................................... 936
Configure General Settings ............................................................................................................................... 973
Live Assistance .................................................................................................................................................. 977
Introduction ...................................................................................................................................................... 981
How to Set Up Live Assistance for Analysts ...................................................................................................... 982
How Analysts Launch Live Assistance ............................................................................................................... 989 How to Configure Live Assistance for Analysts ................................................................................................. 990
How End Users Join Assistance Sessions ........................................................................................................... 991
How Analysts Automate Support for End Users ............................................................................................... 992
How Analysts Provide Live Assistance............................................................................................................... 992
Support Automation Anonymous and Registered Users .................................................................................. 994
How to Set Up Support Automation for a Guest User ...................................................................................... 995
Support Automation Access Level Administration ............................................................................................ 997
Support Automation Activity Notification Administration ....................................................................................... 998
Support Automation Page Adaptations ................................................................................................................... 999
Branding Administration ................................................................................................................................. 1000
Localization Administration ............................................................................................................................ 1000
Queue Management ....................................................................................................................................... 1002
How to Manage the Queue Hours .................................................................................................................. 1003
Ticket Template Management ............................................................................................................................... 1004 Administration Settings .......................................................................................................................................... 1004
How to Configure Support Automation Settings ............................................................................................ 1004
How to Customize Support Automation Tools ....................................................................................................... 1006
Automated Tasks............................................................................................................................................. 1006
Support Automation Reports ................................................................................................................................. 1013
Receive a Ticket Request ................................................................................................................................. 1015 Invite the End User to an Assistance Session .................................................................................................. 1015
Resolve the Ticket with a Chat Session ........................................................................................................... 1016
Provide Live Assistance ................................................................................................................................... 1016
End the Assistance Session and Close the Ticket ............................................................................................ 1017
Chapter 25: How to Identify Performance Problems in CA SDM 1017
Define the Performance Problem .......................................................................................................................... 1019
Verify the Prerequisites .......................................................................................................................................... 1020
Collect Information from CA Diagnostic Report Tool ............................................................................................. 1021 Execute the CA Diagnostic Tool....................................................................................................................... 1021
Verify Windows Report ................................................................................................................................... 1022
Verify UNIX Report .......................................................................................................................................... 1024
Collect Database Server Environment Details ........................................................................................................ 1026
Collect Usage Data using Interval Logging ...................................................................................................... 1028
Review General Tuning Recommendations ........................................................................................................... 1031
Appendix A: Reference Commands 1033
bop_sinfo--Display System Information ................................................................................................................. 1034
dbmonitor_nxd--Database Monitoring Daemon ................................................................................................... 1035
pdm_cache_refresh--Refresh Database ................................................................................................................. 1038
pdm_d_refresh--Start Failed Daemons .................................................................................................................. 1039
pdm_halt--Terminate Daemons or Stop Services .................................................................................................. 1048
pdm_init--Start Daemons ....................................................................................................................................... 1049
Re-Index Tracking ............................................................................................................................................ 1053
Import and Re-Indexing .................................................................................................................................. 1053
Index and De-Index Queue Settings for Batch and Instant Processing ........................................................... 1054
pdm_listconn--List Active Connections .................................................................................................................. 1055
pdm_logfile--Change stdlog Cutover Size .............................................................................................................. 1059
pdm_log4j_config Utility--Modify the log4j properties File ................................................................................... 1060
Utility Usage Examples .................................................................................................................................... 1061
Modify the jsrvr.log Appender ........................................................................................................................ 1063
Modify the jstd.log Appender ......................................................................................................................... 1064
pdm_proctor_init--Start Proctor on Secondary Servers ........................................................................................ 1064
pdm_replace--Replace a Database Table ............................................................................................................... 1064
pdm_rest_util--Manage the CA SDM RESTful Web Services Application .............................................................. 1066
Undeploy the REST Web Services Application ................................................................................................ 1067 pdm_restore--Restore a Database ......................................................................................................................... 1067
pdm_status--Show Status of Daemons or Processes ............................................................................................. 1069
pdm_task--Set Environment Variables ................................................................................................................... 1069
Input Examples ................................................................................................................................................ 1072
pdm_userload--Add, Update, and Delete Database Records ................................................................................ 1075
pdm_webstat--Return Web Usage Statistics ......................................................................................................... 1078
report--Generate Reports ...................................................................................................................................... 1082
rpt_srv--Generate Reports ..................................................................................................................................... 1083
pdm_mail Utility--Send Email Information ............................................................................................................ 1085
pdm_server_control Utility--Identify Servers ........................................................................................................ 1088
View Field Descriptions .......................................................................................................................................... 1089
Customer Forms Group .......................................................................................................................................... 1135
Employee Forms Group .......................................................................................................................................... 1136
Analyst Forms Group .............................................................................................................................................. 1138
LDAP Return Codes ................................................................................................................................................ 1161
LDAP Client Return Codes ...................................................................................................................................... 1166 LDAP-Associated RFC Standards............................................................................................................................. 1168
Audience (see page 25)
Service Management Processes and Best Practices (see page 26)
Audience
This guide is intended for the CA Service Desk Manager (CA SDM) administrator, the
person who has the overall responsibility for the administration of the product. Some of
the tasks that the administrator performs are as follows:

Starting and stopping the services necessary to the CA SDM server.
Setting up various system components.
Determining the available options to users.
Generating reports based on the service desk data.
The purpose of this guide is to help you to use CA SDM to implement, administer, and
enforce service delivery. This guide helps you understand how the product solves the
challenge of fully automating and managing service delivery from the problem inception
to resolution.
What You Need to Know
To successfully administer CA SDM, you should be familiar with the following:
The operating environment where CA SDM is installed
The operation of your web server
Basic administration tasks
This guide assumes that the product has been installed successfully, based on the
information in the Implementation Guide.
26 Administration Guide
Implementing standardized processes and best practices directly impacts the
effectiveness, productivity, and cost of the Service Support environment. CA provides a
library of recommended processes and best practices for Service Management that
aligns with industry standards and recognized best-practice frameworks including ITIL,
CobIT, BS15000, and more. The processes described for CA SDM include the following:
Incident Management
Problem Management
Change Management
Request Management
Configuration Management
Release Management
Knowledge Management
Support Automation
Note: Information about the Best Practices library is available online. You can learn
about the Service Management Best Practices of CA, including white papers and other
collateral at http://www.ca.com/sm/bp http://www.ca.com/sm/bp. The strategic
process expert partners of CA can help personalize the best-practice library for your
Chapter 2: Managing Servers
How to Change a Server Configuration (see page 28)
How to Start the CA SDM Servers (see page 28)
How to Perform Rolling Maintenance on CA SDM Servers (see page 32)
How to Configure SSL Authentication (see page 37)
How to Configure TCP/IP (see page 47)
How to Deploy CMDBf Web Services (see page 48)
How to Restart the CA SDM Servers (see page 48)
How to Stop the CA SDM Servers (see page 51)
Tablet Support (see page 54)
Tomcat Logging (see page 56)
PDA Interface (see page 57)
REST Logging (see page 58)
How to Configure Processes for CA SDM Servers (see page 65)
Number of Servers
Your CA SDM installation has one or more server components that an administrator can
manage. The number of servers depends on the CA SDM configuration:
Conventional: One primary server and one or more secondary servers.
Advanced availability: One background server, one or more standby servers, and
one or more application servers.
After you install CA SDM, configure each computer that runs product components. You
can run the server configuration as part of the installation process, or you can run it
later. The CA SDM services must be restarted after you change the server configuration.
For information about how to plan and configure the servers, see the Implementation
Guide.
How to Change a Server Configuration
As an administrator, you configure all the servers of CA SDM installation. The number
and type of servers depends on the CA SDM configuration. The initial configuration
occurs as part of the CA SDM installation process.
Note: A change in the system environment can require changes to the server
configuration. For example, changes in the database management system or integration
with a web server such as Tomcat or integration with CA EEM.
You can use the configuration utility to make a change to a server configuration. For
more information about server configuration, see the Implementation Guide.
Follow these steps:
Log in to the server you want to configure again.
2.
From the Windows Start menu, select Programs, CA, CA SDM, Configuration.
The CA SDM Configuration utility opens.
3. Complete the utility fields, and click Next.
The right panel changes to show the appropriate fields for the link highlighted in the
navigation pane on the left.
4. Continue following the on-screen instructions to complete the installation, and click
Finish.
How to Start the CA SDM Servers
Depending on your CA SDM configuration, complete the following actions:
Start the CA SDM servers in conventional configuration (see page 30)
Start the CA SDM servers in advanced availability configuration (see page 31).
The following table describes the processes that start automatically after you start
the CA SDM servers:
managed daemons
Daemon Monitor
Chapter 2: Managing Servers 29
Process Description
Data Dictionary (ddictbuild) Rebuilds data dictionary each time the system is
started—this runs and then goes away
KPI Daemon (kpi_daemon) Manages the collection, organization, and storage
of KPI data.
depending upon load
SQL agent (sql_agent)
SQL)
depending upon load
SQL DB (sql_prov_nxd)
SQL)
Message Dispatcher
Report Manager (pcrpt_nxd) PC reporting
Software Version Control (pdm_ver_nxd)
Method Engine (spel_srvr) Spell code interpretation server
Text API (pdm_text_nxd) Text API daemon for email and CA NSM interfaces
Timed Events/Notifications
User Authentication
Web Engine (webengine) Runs the engine for the web client
Archive Purge Daemon
processing
Documents
EBR Daemon (bpebr_nxd) Handles knowledge search requests
EBR Idx Daemon (bpeid_nxd) Handles EBR keyword indexing/re-indexing
KRC Daemon (krc_daemon) Manages statistical calculations and notifications
for the Knowledge Report Card
KT Daemon (kt_daemon) Manages Knowledge Documents (KD approval
process, permissions, notifications, and so on)
LDAP virtdb (ldap_virtdb) Agent for communication with LDAP Servers
Mail Daemon (pdm_mail_nxd) Handles outbound email notifications
Mail Eater
PDM RPC (PDM_RPC) Manages the Web Services requests
Repository Daemon
Time-to-Violation (ttv_nxd) SLA Violation forecaster
tomcat controller
Manages Tomcat services
Note: In this table, the Notification Manager process applies only to the Windows
environment and the Default DB process applies only to the UNIX environment.
Start the CA SDM Servers in Conventional Configuration
Start the servers in the following order:
1. Start the secondary server (see page 30).
2. Start the primary server (see page 31).
Start the Secondary Server
If your installation includes one or more secondary servers, you must start the
secondary servers prior to starting the primary server.
Follow these steps:
(Windows) Select Services from the Control Panel, select the CA SDM Remote
Proctor service and click Start.

More information:
Start the Primary Server
Every CA SDM installation has one primary server that handles basic product
functionality.
Important! If your installation includes one or more secondary servers, you must startthe secondary servers (see page 30) before starting the primary server.
Follow these steps:
(Windows) Select Control Panel, CA SDM Server service and click Start. You can start
the service manually each time you need it, or you can configure it to start
automatically like any other Windows service.
(UNIX) Use pdm_init from the command line.
Start the CA SDM Servers in Advanced Availability Configuration
Start the servers in the following order:
Note: (Windows) Select Control Panel, CA SDM Server service and click Start. You can
start the service manually each time you need it, or you can configure it to start
automatically like any other Windows service. (UNIX) Use pdm_init from the command
line.
2. Start the standby and application servers (in any order).
How to Perform Rolling Maintenance on CA SDM Servers
As a system administrator, you perform the rolling server maintenance on the CA SDM
servers. This maintenance can be performed to apply patches or to perform a general
maintenance on the servers. We recommend you to perform the maintenance on all the
servers in a specific order. This process ensures all the servers are updated with the
similar changes causing minimal or no disruption to end users. For any server-specific
changes, you do not need to update all the other servers.
Important! Before, you apply a common MDB patch, or an OS or security patch, you are
required to shut down all the CA SDM servers. In such a case, the user task is disrupted
and has no access to CA SDM until all servers are up and running. We recommend the
system administrator to plan the patch application accordingly.
The following diagram shows the recommended process to perform a rolling
maintenance on the CA SDM servers:
Note: Depending upon your organization standards, the rolling maintenance process in
your organization may differ from the recommended process.
Follow these steps:
1. Verify the Considerations (see page 33).
2. Stop the Standby Server (that you wish to promote as the new background).
3.
Perform Rolling Maintenance on the Standby Server.
4. Suppress Version Control between the Standby and Background Server (see
page 34).
5. Start the Standby Server.
6. Promote the Standby Server as the New Background Server (see page 34).
7. Perform Rolling Maintenance on the Old Background Server.
8. Start the Old Background Server.
When you start the background server, it becomes a standby server.
9. Perform Rolling Maintenance on all Other Standby Servers.
Note: Stop the standby server, perform a rolling maintenance, and start the server.
10. Perform Rolling Maintenance on Application Servers (see page 35).
Verify the Considerations
During a failover of the background server to the standby server, consider the following:
The new users cannot log in.
For the already connected users, the following actions do not work during the
failover and must be attempted again by the user after the failover:
– Creating the tickets with attachments.
– Downloading the attachments.
– Searching Knowledge documents.
– Inbound email.
– The SLA events that are not triggered until the failover has completed.
Important! If you have configured your third party tool to enable the auto-failover of
the CA SDM servers, you must disable it before starting the rolling maintenance.
Suppress Version Control between the Standby and Background Server
CA SDM version control helps you to manage the system customizations across all CA
SDM servers. Ensure that you suppress the version control on the standby server before
starting it. This process ensures, that the standby server is not upgraded to the system customizations of the background server. To suppress the version control, run the
following command on the standby server that you just upgraded:
pdm_server_control –v
Promote the Standby Server as the New Background Server
Before you stop the background server, promote the standby server (that you have
upgraded) as the new background server. If Support Automation is installed with CA
SDM, notify the active Support Automation users about the background server
shutdown.
Follow these steps:
1. Execute the following command on the background server to notify all active users
using Support Automation to save their work:
sa_server_notifier [-h] | [-q seconds] | [-c]
-h
-q seconds
This option notifies a local

CA SDM 12.9 Admin Guide

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