Managing Servers

This article contains the following topics:
casm1401
This article contains the following topics:
The CA SDM installation consists of 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 the CA SDM 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.
How to Change a Server Configuration
HID_How to Change a Server Configuration
As an administrator, you can configure the servers for CA SDM installation. The number and type of servers depend on the CA SDM configuration. The initial configuration occurs as part of the CA SDM installation process.
 A change in the system environment can require changes to the server configuration. For example, the database management system or integration changes with a web server (EEM server or Tomcat)
Follow these steps:
  1. 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 that is highlighted in the navigation pane on the left.
  4. Continue following the on-screen instructions and click Finish.
    The server configuration is changed.
How to Configure TCP/IP
HID_How to Configure TCP/IP
You can change the default TCP Internet Protocol (TCP/IP) setting on one or more servers. This setting cannot be forced on the client if it is not supported on the server.
The TCP/IP setting is controlled by using the NX.env file, which is found in the $NX_ROOT directory. Use a text editor such as WordPad for editing this file. The following option controls the TCP/IP setting:
NX_PROTOCOL_ONLY=mode
where
mode
can be one of the following values:
  • IPv4
    In IPv4 mode, the system opens up sockets for slump processes that listen to IPv4 traffic.
  • IPv6
    In IPv6 mode, the system opens up sockets for slump processes that listen to IPv6 traffic.
  • Mixed
    In mixed mode, the system opens up sockets for slump processes that listen to both IPv4 and IPv6 traffic. Depending upon your CA SDM configuration, you can configure mixed mode in the following circumstances:
    • Conventional: The Secondary servers that use a different Internet Protocol from the primary server or each other.
    • Advanced Availability: The Application servers that use a different Internet Protocol from the background server or each other.
If IPv4 and IPv6 hosts coexist on the network, ensure that the appropriate transition strategies, tools, and mechanisms to support these technologies are in place before you change the server configuration.
Example
NX_PROTOCOL_ONLY=ipv4
Activity Log Security
The Activity Log security option prevents end users from updating fields on an activity log. You can select the internal option to prevent a customer from seeing the log.
Activity Log security affects activity logs from the following ticket types:
  • Request
  • Change order
  • Issue
  • Incident
  • Problem
Enable Activity Log Security
HID_Enable Activity Log Security
You can enable Activity Log Security from the Options Manager in the Administration tab.
Follow these steps:
  1. Click the Administration tab.
  2. Click Options Manager, Request-Change-Issue.
  3. Click activity_log_security.
  4. Click Edit, and select one of the following Option Values:
    • Editable
      (Default) Allows all fields on the activity log to be editable through the web interface or web services.
    • Write Protected
      Displays the activity log as read-only. If you select the internal option, only internal users can edit the log which cannot be viewed by the customer.
    If the security option is enabled and you try to edit the log using the web interface or external web services, an error message displays that the activity log is read-only
    Click Save.
  5. Click Refresh to confirm your selections. Close Window.
    Activity log security is enabled.
The activity_log_security option cannot be uninstalled. You can only change the value of the option to Editable or Write Protected in Options Manager, Request-Change-Issue.
Impact on Web Screen Painter
The Activity Log Security feature, $NX_ACTIVITY_LOG_ SECURITY, includes the following attributes (time_spent, time_stamp, and description) for the alg, chgalg, issalg objects in majic.
Example: $NX_ACTIVITY_LOG_SECURITY for Object alg in cm.maj
In this example, for object alg in cm.maj, $NX_ACTIVITY_LOG_SECURITY appears on the three attributes:
time_spent DURATION $NX_ACTIVITY_LOG_SECURITY {ON_POST_VAL update_cr_timespent( call_req_id ) 50 ; } ; time_stamp DATE $NX_ACTIVITY_LOG_SECURITY   { ON_NEW DEFAULT NOW ; } ; description     STRING    $NX_ACTIVITY_LOG_SECURITY;
In Web Screen Painter,
Updatable only for new record
field is disabled when the value of the keyword evaluates to WRITE_NEW.
Improve Performance With Browser Caching
The CA SDM web interface uses many JavaScript, style sheets, and image files, which can be fairly large and can affect performance.
To improve performance of the web interface, set up your HTTP server so that the user browser caches these files and loads only once a day.
The web interface performance improves.
The default installation automatically configures caching for Apache and IIS; however, you can configure it manually.
Configure the Microsoft Internet Information Server
HID_Configure the Microsoft Internet Information Server
You can configure Microsoft Internet Information Server (IIS) to notify the browser that files loaded from the CA SDM directory expire one day after loading. The browser queries the server for these files only once a day, regardless of how many times they are used.
Follow these steps:
  1. Launch the Internet Services Manager application (for Windows 2000 and XP, select Programs, Administrative Tools, Internet Services Manager).
  2. Navigate to the CA SDM file folder, which is typically CAisd:
    1. Click the plus sign that is adjacent to the server running the CA SDM web interface.
    2. Click the plus sign that is adjacent to Default Web Site.
    3. Scroll down to CAisd.
  3. Right-click the CAisd folder, and select Properties.
    The Properties page appears.
  4. Click the HTTP Headers tab.
  5. Select the Enable Content Expiration check box.
  6. Select the Expire After option, enter 1 into the text field, and select a day from the drop-down list.
  7. Click OK.
    The properties are saved and the changes take effect immediately.
Configure Apache
You can configure Apache to notify the browser that files loaded from the CA SDM directory expire one day after loading. This configuration means that the browser queries the server about these files only once per day, regardless of how many times they are used.
You configure Apache by updating a text configuration file. The default installation modifies your active configuration file in the apache conf directory (typically httpd.conf) to contain the statement:
Include installation-directory/bopcfg/www/CAisd_apache.conf
Installation-directory
must be replaced with a full path. On Windows, this path is typically c:\Program Files\CA\CA SDM. On UNIX, replace
installation-directory
with the value of $NX_ROOT.
The file CAisd_apache.conf, which is referenced by the Include statement, contains the following text. Again,
installation-directory
is replaced with the full path as it was in the Include statement.
<IfModule mod_alias.c> Alias /CAisd installation-directory/bopcfg/www/wwwroot/ <IfModule mod_expires.c> <Directory installation-directory/bopcfg/www/wwwroot> ExpiresActive On ExpiresDefault "access plus 1 day" </Directory> </IfModule> </IfModule>
To configure Apache manually for browser caching of the CA SDM files, include statements similar to those in CAisd_apache.conf in your Apache configuration file. You can either add them directly to the file, or add an Include statement referencing a separate file, like the default installation.
Changes to Apache configuration files take effect only after you recycle Apache.
Clear the Cache
If you change a JavaScript, image, style sheet, HTML, or help file loaded by the HTTP server itself, you must instruct the users to clear their browser cache.
For changes to HTMPL files to take effect, you must either recycle the web engine or use the pdm_webcache utility. In a development environment, you can avoid this task by specifying the configuration file property SuppressHtmplCache.
To clear the browser cache for Internet Explorer, perform the following:
Follow these steps:
  1. Select Tools, Internet Options.
    An Internet Options dialog appears.
  2. Click Delete Files.
    A confirmation window appears.
  3. Click OK.
    The browser cache is cleared
To clear the browser cache for Firefox, perform the following:
  1. Select Tools, Clear Private Area.
  2. Click the Clear Private Data Now button.
    The browser cache is cleared.
Add a CA SDM Server
HID_Add a CA SDM Server
If you want to install a new server in your CA SDM deployment, you must first add the corresponding server record before you configure it.
Follow these steps:
  1. Log in to the following server, depending on your CA SDM configuration:
    • Conventional: Primary server
    • Advanced availability: Background server
  2. Select System, Servers from the Administration tab.
  3. Click Create New to add a server record for the following server, depending on CA SDM configuration:
    • Conventional: Secondary server
    • Advanced availability: Application or standby server
  4. Complete the fields as appropriate for the server.
  5. Click Save to add the server detail.
 
Create Server Fields
HID_Create Server Fields
The following fields appear when you create or update a server:
  • Host Name
    Specifies the local host name of the server. The local host name is stored in the usp_servers table in local_host column.
    Ensure that host name is entered as case-sensitive in the usp_servers table.
  • Attachment Servlet Path
    You must specify the fully qualified domain name of a server using this field:
    http://<host>:<port>/CAisd/UploadServlet
    Where <host> is the fully qualified domain name of a server.
    We recommend that you configure this field.
  • Time Zone
    Specifies the time zone where the server is located. This time zone value is used to trigger events in the application. This value is used only if the Use End User Time Zone option is not selected, or if no time zone is specified for the service type.
  • Record Status
    Indicates the state of the server. Active status indicates that the server is a part of the CA SDM deployment.
    If you have inactivated any server, it is recommended not to start CA SDM services on that server. This action may result in unexpected behaviour.
  • Server Type
    Specifies the type of server that you want to configure. Following server types can be selected, depending on your CA SDM configuration:
    • Advanced Availability: Application or standby server
    • Conventional: Secondary server
  • Configured
    Available only for advanced availability configuration. This field indicates the state of the configured server. The default value of this field is No. The value is updated to Yes after you successfully run pdm_configure on that server. If you edit any of the automatically entered field values of a server record, the Configured field turns to No.