RAS 5.5 End User Guide

End User GuideNokia RAS

Author David Campbell

Owner David Campbell

Organization GS Delivery Excellence

Approver Pekka Koivukoski

Document ID D510081353

Document location https://sharenet-ims.inside.nokiasiemensnetworks.com/Open/D510081353.latest

Change HistoryVersion Status Date Author Owner Reviewed by Reviewed

dateApprover Approval

dateDescription of changes

4.2 Draft 09-11-2011 Diego Balgera David Campbell YourNameHere DD-MM-YYYY YourNameHere DD-MM-YYYY N.A

5.0 Draft 08-10-2013 David Campbell David Campbell Hans Vogt, Patrick Beuchi

24-10-2013 Pekka Koivukoski

DD-MM-YYYY Update & conversion to Word Doc

5.0 Draft 05-12-2013 Shamshear Baig David Campbell Hans Vogt, Patrick Beuchi


DD-MM-YYYY Transfer to new and correct NSN template. Enhancement to change history format. Final proofreading and formatting.

5.0 Approved 19-12-2013 David Campbell David Campbell Hans Vogt, Patrick Beuchi


19-12-2013 Content approved, even some pictures are still in Nokia Siemens Networks colors.

5.0 Approved 22-01-2014 Shamshear Baig David Campbell Hans Vogt, Patrick Beuchi


19-12-2013 Screenshots updated by David + Department name replaced with new department name + Document Metadata updated both in document and ShareNet

6.0 Draft 13-01-2015 David Campbell David Campbell Samuel Camara, Joao Quinta

12-01-2015 Change to Nokia Branding and updates for SN 6.0, Update to images and Text. Content transferred to correct template and change history table reformatted according to new template. Copyright year updated and disclaimer added.

7.0 Approved Shamshear Baig David Campbell Pekka Koivukoski

29-01-2015

Nokia Internal Use 1 / 33

© Nokia Solutions and Networks 2015

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Contents

1 Architecture................................................................................................................5

2 Prerequisites..............................................................................................................6

2.1 Nokia intranet connectivity and user account.............................................................6

2.2 User account registered in Nokia RAS.......................................................................7

2.3 User account authorized to customer access............................................................8

2.4 Operating System and Browser requirements...........................................................9

2.5 Citrix® Receiver ICA client software...........................................................................9

2.6 Access to the updated procedure..............................................................................10

3 Procedure...................................................................................................................11

3.1 Formal authorization Agreed......................................................................................11

3.2 Connect to the Nokia intranet.....................................................................................11

3.3 Nokia RASTool...........................................................................................................12

3.3.1 Access........................................................................................................................12

3.3.2 Access Failure............................................................................................................12

3.3.3 Customer Selection....................................................................................................13

3.4 Nokia RASTool “connect” page..................................................................................14

3.5 Access to the Nokia RAS terminal server..................................................................15

3.6 Connected..................................................................................................................16

3.7 Connection via RAS ServiceNode.............................................................................17

3.8 File transfers..............................................................................................................23

3.9 Starting another session for the current customer.....................................................24

3.10 Logoff and disconnect................................................................................................25

4 Support.......................................................................................................................26

4.1 Nokia RAS Key User (country/department)...............................................................26

4.2 Nokia RAS global technical support...........................................................................27

4.3 Support Links.............................................................................................................28

5 Related Information....................................................................................................30



Purpose

Nokia RAS is a project to connect remotely to a target customer’s network that joined the Nokia RAS proposal.

The aim is delivering Nokia customer technical support, such as helpdesk, emergency support, consultancy, acceptance, etc.

It is promoted as a standard procedure in Nokia, to eliminate customer specificities and facilitate the remote technical support among different Nokia organizations.

The connectivity is available from the Nokia intranet, allowing to:

Use the existing intranet infrastructure, accessible via:o Network intranet cabling in the Nokia promiseso The public internet with VPN client (NRA)o Wireless LAN (NOSI project).

Use other tools in the Nokia intranet (such as Resolve, NOLS, Assist, Nokia corporate email, WebEx) while connecting to the customer network.

Use possibly the additional feature to share your remote access session (using the WebEx tool) with colleagues and upper tiers (i.e. product lines, research and development departments) when escalating the case for support.

It is the responsibility of Nokia and customer departments to keep the procedure running smoothly.



NokiaIntranet Internet

Customer Network

VPNGW Target Host

Nokia user

RAS Terminal Server

VPNGW

RAStool Web interface

1

2

3

Remote Application Note: to offer resiliency to the connection, this path is doubled.

The connectivity can be established via 2 different sites chosen among Finland, Dallas, Beijing, Singapore, Sao Paulo.

1 Architecture

Steps

1. You connect to the Nokia RAS web interface in the Nokia intranet Authenticate here Select the customer and the network element of interest Specify the reason of the remote connection

2. The Nokia RAS web interface triggers a connection to the Nokia RAS terminal server farm

3. This Nokia RAS terminal server connects to the customer’s target network element and the view of the remote application is exported to your desktop.



2 Prerequisites

2.1 Nokia intranet connectivity and user account

In order to use this project the following prerequisites have to be satisfied:

Access to the Nokia intraneto Via network cabling in the Nokia premiseso Via internet VPN (with NRA)o Via wireless LAN (via NOSI project) where available

User account in the NOKIA-INTRA domain (that is, user account in the Nokia intranet)

Note: Nokia RAS is usable also by collaborators who don’t have this pre-requirements satisfied. This part of the project is called “Nokia RAS collaborator access” (see “Nokia RAS intranet portal

http://inside.nsn.com/ras > Collaborator access.)

Collaborator Access is not covered in this document.



http://inside.nsn.com/ras

2.2 User account registered in Nokia RAS

Your account has to be registered in Nokia RAS and authorized to connect to the target customer.

Firstly, check if the connectivity works already by following the instructions reported in this procedure, you may already have been registered and authorized.

The registration consists in inserting the user account of the user of interest in the proper group (corresponding to the own department, i.e. I_EXT_RAS_xxxxx) in Nokia RAS structure.

If you are not registered you cannot login to Nokia RAS (“logon failed”). In this case send the registration request to the Local RAS key user.

The list of Nokia RAS key users is available in the global RAS pages

http://inside.nsn.com/ras -> Use -> Key user list

The registration takes some hours to become effective

So, this operation must be done well in advance, not at the moment of an urgent intervention.




2.3 User account authorized to customer access

Your account has to be registered in Nokia RAS and authorized to connect to the target customer.

Check if the connectivity works already by following the instructions reported in this procedure, you may already have been registered and authorized.

If you are not authorized, you cannot access the customer of interest (you are shown “You are not authorized to access the selected customer”).

In case you need to be authorized, ask for the authorization to the individuals listed next to the “You are not authorized …” message.

A button facilitates email contacts within the same Nokia RASTool

Note: this authorization may be subjected to the approval of the Nokia responsible person (i.e. the care program manager) and does not replace the effective customer’s permission to connect and operate.

The authorization becomes effective immediately upon it is configured.



2.4 Operating System and Browser requirements

The PC has to be equipped with:

Microsoft Windows 7®. Microsoft Internet Explorer® browser v8 or above

The latest available software level provided by Nokia IT is strongly recommended.

Other operating system platforms (Linux, Mac OSX®) and internet browsers (Mozilla Firefox, Safari, Chrome®) are not formally supported.

This means that they might work, but with no guarantee of correctness and/or stability.

2.5 Citrix® Receiver ICA client software

You need the Citrix ® Receiver ICA client / plug-in installed.

The supported version for Nokia RAS is:

Citrix receiver 4.1 for Windows 7 with IE8

You may ask its installation from the Nokia IT service desk.

Or alternatively download it from Nokia RAS global

https://inside.nsn.com/ras -> “Access to Nokia RASTool”

Install this independently.




2.6 Access to the updated procedure

Study the latest version of the procedure, commonly published in the Nokia RASTool by the responsible key user.

This might be necessary due to specific customer’s requirement Connect to Nokia RASTool, as shown later on in this document. Select the target customer Select “Connect!”

The latest available procedure is downloadable from here, together with other possible information of interest, i.e:

Specific customer references, if any. Should you contact the customer references before proceeding?



3 Procedure

3.1 Formal authorization Agreed

The RAS connection is made usually on customer-initiated demand, eg; Deployment, Problem solving, monitoring, etc.

Only mutually agreed actions are allowed. Time, duration, purpose and scope of the connection has to be agreed between Nokia and the customer. Any other use of the remote connection is strictly prohibited.

Together with the authorization RAS connection, a customer contact, e.g. a customer engineer or a Nokia customer team, has to provide user name and password to the RAS End User in order to connect to the customer target network elements. (This is not in the scope of Nokia RAS.)

3.2 Connect to the Nokia intranet

Access the Nokia intranet depending on your location and preferences:

Via the network Ethernet cabling in the Nokia premises Via VPN internet access (NRA project) Via wireless LAN (NOSI project) where available

The connectivity to the Nokia intranet is supported by the Nokia IT department.



3.3 Nokia RASTool

3.3.1 Access

Access the Nokia RAS web interface at the addresses:

https://nsnras-emea.inside.nsn.com (EMEA site) https://nsnras-apac.inside.nsn.com (APAC site) https://nsnras-india.inside.nsn.com (India site)

These 2 addresses offer identical functionalities. Pick the one closer to you.

Log in using your NOKIA-INTRA user account.

3.3.2 Access Failure

If you receive

“logon failed”

Review the requirements about the user account in the pre-requirements (“access to the Nokia intranet and user account”).

Proceed in asking the registration and/or the authorization to your Nokia RAS key user and/or to the list of contacts shown.

The list of country key users is available in the global Nokia RAS pages http://inside.nsn.com/ras -> Use -> “Key user list”



https://nsnras-apac.inside.nsn.com/

https://nsnras-india.inside.nsn.com/


https://nsnras-emea.inside.nsn.com/

3.3.3 Customer Selection

When asked for the customer selection*, either

Chose the relevant country and desired target customer, followed by Select. Search for the customer name and select the customer from the resulting list. Chose one of the Last 5 selected customers.

* Selecting the customer from the list of Last Selected Customers takes you directly to the Connect Page, otherwise the Customer Status Information is shown.

If “no access rights to customer” is received follow the instructions on the screen to request access to the customer. Click the Request Access button and enter the reason for access. In the case of an emergency it is also possible to call after the Request is submitted.



3.4 Nokia RASTool “connect” page

Access the connect page by clicking the “Connect!” button.

Verify if you’ll need to contact the customer references before proceeding.

Read the notes at the “login procedure” and “customer contact”. There is also the possibility that attachments have been published. Important notifications may be written here.

Select the desired service protocol (Connection) for the target host.

If the remote access is offered via the Nokia ServiceNode, locate it in the “ServiceNode connections” section.

Verify the reachability of the target host. Possibly, select the site reachable and closer to the customer network (Connect via site).

If the connection via the Primary site does not work or shows unreachable, choose the backup site from the drop down menu. E.g. use Dallas instead of Finland.



Connect by clicking the “Connect” button.

3.5 Access to the Nokia RAS terminal server

Access the Nokia RAS terminal server and read the disclaimer and accept the by clicking the OK button.

When asked:

Work type: Select the function and activity that is closest to the task you are going to perform at the customer.

Case identifier: write briefly the reason why you are connecting, and provide the reference to the Resolve case, if available.

Please write the real reason here. What you write here feeds the reports that are delivered periodically to care management and customer references.



3.6 Connected

At this point the desired application – corresponding to the service you have chosen before – is exported to your desktop and the connectivity established.

You might be asked to grant an access by the “Client file security message box”; this means that the application is trying to use one of your local drives.

i.e: Local C: drive and D: drives are mapped to V$ and U$ respectively in the terminal server. On Nokia Win7 PCs most data storage is on the D: drive.

You can grant the full (read/write) access, read access only or deny the access and specify if it would be warned in the future or not.

This option is mostly used for file transfer and to redirect some output, i.e. log or traces, to your local PC drive.



3.7 Connection via RAS ServiceNode

The RAS ServiceNode is the network element proposed to the customer projects to enforce the own security.

It provides a suite of authentication, authorization, reporting and auditing mechanisms.

It allows connection only to the network elements associated to the user profile defined in access lists.

It can be administered by the customer and/or Nokia personnel (typically the Nokia RAS country Technician).

It acts as an intermediate network element via which the connectivity is established.

The connectivity is established from RAS to the ServiceNode, the RAS Explorer is then launched

The RAS explorer allows connecting to the target network element of interest.

The ServiceNode has a dedicated section in the “Connect” page.



When a ServiceNode is selected in the “Connect!” page, its web interface appears.

The ServiceNode behaves differently depending on customer setup:

The ServiceNode might ask you a pre-authentication, associated to a customer’s radius system.

Username and password are given by the customer

Then, the ServiceNode shows its welcome page, where the identification and authorization continues. It asks:

Logon type: it defines how to authenticate and be authorized. Manual and Automatic and optionally Request Access which requires the customer to approve the current session.

Usage: what to do with the ServiceNode. Select “Use ServiceNode” for the actual remote customer network access. “Administration” is only used by administrators.

Logon to: it applies to resilient configuration and allows selecting a desired ServiceNode in the pool.

“Login locally” is only used when connecting from the customer network.



When accessing in Automatic mode from Nokia RASTool, the user identity is sent to the ServiceNode and the user account is created automatically.

For the “Manual option”, the user authenticates with username and password provided by the ServiceNode administrator.

Both for Manual and Automatic access, the user may be required to register a reason for their ServiceNode session. The user is taken to a holding page until Approval is given.

Optionally the ServiceNode might request the user to request the access to the administrator, specifying its email address.



The ServiceNode might be configured with a “waiting room” option. The user is actually authorized only when the administrator approves the access.

Depending on the choice of the administrator the user is given access or not.



In the picture the user has been authorized and can proceed

All these options can be available or not depending on how the customer implements its own setup.

After having accessed, the ServiceNode user interface “Nokia RAS explorer” will appear.



The visibility of the network elements can be limited to the equipments under the responsibility of the connecting user.

Select the target network element (as configured by the ServiceNode administrator), which might be grouped into network or device groups.

Double click to select the desired service / application on the right side. This launches the desired connectivity to the target network element.

In addition, the user might access possible documentation associated to the network element and published by the administrator.



V Drive

3.8 File transfers

When connecting via the Nokia RASTool to the target network element, choose “FTP”, “RASFTP” or “SFTP”.

• The client will be opened and the address of the network element is pre-populated (with a translated address).

• Login with the appropriate credential (given by the customer contact).

• Use the “V:” drive to address your local “C:” drive.

Note about RASFTP:

It is designed for a faster file transfer and disk browsing within Nokia RAS projects However it has some limitations: ability to transfer single files only and no FTP passive

mode It requires the installation of a software (Nokia RAS utilities) at the first usage The local C: drive is not mapped to another letter, it is referred as C:



3.9 Starting another session for the current customer

If you need to start another application’s session for the current customer, do not restart from the RASTool “Connect!” page, use the LoginTool window shown below within the already opened session.

Select another connection from here.



3.10 Logoff and disconnect

At the end of the intervention:

Close the Citrix session and all the applications used for remote assistance Disconnect from login tool



4 Support

When asking for support, describe the problem in detail and facilitate solving your issue. Incomplete support requests will be handled with lower priority.

A first level of support is available in a self-service portal, where the frequently asked questions are answered. Please find this portal in the Nokia RAS intranet portal.

https://inside.nsn.com/ras -> “Self support portal”

4.1 Nokia RAS Key User (country/department)

The list of Nokia RAS key users is available in the Nokia RAS global site

https://inside.nsn.com/ras -> Use -> “Key user list”

This level of support is provided during his/her local working hours.





4.2 Nokia RAS global technical support

Support via Nokia RAS Help & Support Page

Nokia RAS ticket tool http://rastasks.nsn-net.net/new.php

This level of support is available 24 hours/day * 7 days/week.

Nokia RAS IT service desk, only in case of unavailability of the 2 channels above.



https://nsnras-emea.inside.nsn.com/help/help.asp

http://rastasks.nsn-net.net/new.php

4.3 Support Links

When to ask whom? A complete guide for Nokia RAS support is available from:

Nokia RAS intranet portal ( https://inside.nsn.com/ras )

Nokia RASTool authentication page “Help and support” link.




Nokia RASTool (after successful authentication) -> “Help and support” button

“Nokia RAS support” links via Nokia RAS Help & Support Page



https://nsnras-emea.inside.nsn.com/help/help.asp

5 Related Information

Document ID Document Title Location

Website Nokia RAS - Nokia Remote Access Solution (Home Page)

https://inside.nsn.com/GLOBAL/COMPANY/ORGANIZATION/GS/GBL/Care/CareTools/Remote_Access_Solution/Pages/RASHomepage.aspx






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