Automated Tasks

This article contains the following articles:
casm1401
This article contains the following articles:
HID_AutomatedTasksAdministration
An 
automated task
 is a collection of steps that define an automated process that the analyst or end user follows. The automated task steps are routines that are written in VBScript or JavaScript. The routines execute specific actions on the analyst or the end-user computer. You can create automated tasks and task steps using the Automated Task Editor. Some of the common routines include gathering telemetry information, diagnosing problems, and implementing resolutions.
When you execute an automated task, the log updates. This log is both linked and accessed from the assistance session log. Entries in the automated task log consist of a number of timestamped text entries. The entries are created by calling Functions.LogMessage() or WScript.Echo().
How to Configure Automated Tasks
You install and configure the Automated Tasks Editor to manage automated tasks that analysts use to provide support for end users. The end user can launch an automated task from a knowledge document and the self-service interface. An analyst can execute an automated task during an assistance session. The automated tasks provide analysts with detailed information about an end-user computer. You create self-service automated tasks that interact with the end user and process their input. These tasks can change the file system, registry, download install software, and so on. You configure automated tasks as follows:
  1. Install the Automated Tasks Editor.
    You launch the installer from the following location on the installation media:
    casd.nt\SAScriptWriter
    You can also copy the installer and deploy it to the appropriate users in your support environment.
    The Automated Task Editor is installed.
  2. Open the Automated Tasks Editor.
    The Automated Tasks Editor installation creates a shortcut on your desktop.
  3. Set the following connection parameters:
    1. Click 
      Tools, Server
      .
      The 
      Server Configuration
       dialog appears.
    2. Enter your hostname and port.
      Default Port:
       8070
    3. Enter the user name and password of a user with read/write access to the Automated Task Editor. For example, enter the details of a Support Automation Analyst.
    4. Click 
      Test
      .
    5. Click 
      OK
      .
  4. Create automated tasks and upload them to your server.
    You can upload public tasks or can assign them to specific tenants and subtenants.
    Only the roles from the Service Provider tenant with the Update Public flag enabled can upload tasks and libraries to the server. All task library content and static content are stored as public data.
How to Implement Automated Tasks
You can use automated tasks to assist end users in your support environment. The automated tasks complete specific actions on the end-user computer, without the analyst or end user having to complete the process. These scripts can help you gather telemetry information, diagnose computer problems, and implement resolutions.
To implement automated tasks, do the following tasks:
  1. Identify the opportunities for support automation.
    Identify common problems that end users encounter, and decide that you can automate some solutions to reduce your support costs.
  2. Research automation of the potential solutions.
    Research resolutions to common problems and gather data about diagnostic processes you plan to use.
  3. Design tasks to automate end-user support.
    Design the end-user experience that you want for each task with the Automated Task Editor.
  4. Implement and test the automated tasks.
    Test the automated tasks to verify that they resolve common problems that are encountered in your support environment.
  5. Deploy and monitor the automated tasks.
    Deploy the automated tasks to end users in your environment by allowing analysts to use them in assistance sessions. You can attach scripts to knowledge documents that end users can download and use.
    In a multi-tenancy environment, enable the Update Public option for analysts that belong to the Service Provider tenant. This setting lets analysts upload task and library content.
    CA Technologies can provide training in creating automated tasks and components. The training can include creating automated task step templates and libraries, which you can use in your environment. For more information about developing automated tasks, contact
    CA Technologies Services
    .
Automated Tasks Administration
You can create automated tasks and can associate them with the server. You need read/write access to all the automated task-related tables to use the Automated Tasks Editor. You can perform user management functions with the application, such as assigning automated tasks to roles and tenants.
Note: Service Provider analysts who  have access to multiple tenants can select the tenant context of any task update operation against the server. Service Provider analysts can also assign an automated task as public.
Create an Automated Tasks Classification
You can classify the automated tasks that are displayed to differentiate between the types of automated tasks.
Follow these steps:
  1. Select Tools, Automated Tasks, Automated Tasks Classification from the Support Automation menu.
    The Automated Tasks Classification List page appears.
  2. Click Create New.
    The Create New Automated Tasks Classification page appears.
  3. Complete the fields and click Save.
    The automated tasks classification is added to the list.
Update the Automated Tasks List
You can view the automated tasks that are available for use. You can configure the script to run for Live Assistance or Self-Service. You can also configure the script for the end-users even if they do not have system access rights.
Follow these steps:
  1. Select Tools, Automated Tasks, Automated Tasks List from the Support Automation menu.
    The Automated Tasks List page appears.
  2. Click an automated task.
    The Automated Task Detail page appears.
  3. Complete the following fields:
    • Classification
      Specifies the classification or group the automated task belongs to.
    • Description
      Displays a description of the automated task.
    • Disclaimer
      Specifies the disclaimer that must be agreed to before the script can run.
  4. (Optional) Click the Update Permissions button on the Configure script for the Live Assistance tab and select the permissions. Use the arrow buttons to move them from column to column and click OK.
  5. (Optional) Select the Impersonate field and complete the Login name, Password, and Domain information about the Impersonation tab.
  6. (Optional) On the Support Automation Access Level tab, click Update Tasks to add an access level. Click Edit in List to select the automated script for Auto Run and save.
    The automated task is added to the list.
Specify Default Credentials
 
Run automated tasks on the end-user computer even if the end user does not have access rights to perform such activities. If the end user does not have administrative rights to view system information, run a restricted automated task. Use the default credentials to gain access.
Follow these steps:
  1. Select Tools, Default Credentials from the Support Automation menu.
    The Default Credentials List page appears.
  2. Click Create New.
    The Create New Default Credentials page appears.
  3. Complete the following fields:
    • Tenant
      Specifies the tenant.
    • Label 
      Specifies the name that displays.
    • Domain
      Specifies the domain.
    • Login 
      Specifies the login name.
    • Password
      Specifies the password.
    • Confirm Password 
      Specifies the password was typed correctly.
    • Active
      Specifies the default credentials is active.
    Click Save.
    Default credentials are saved.
Configure an Automated Task Script
You can view the automated tasks that are available for use. You can configure the script to run for Live Assistance, Self-Service, or on the end-users computer even if they do not have system access rights.
Follow these steps:
  1. Select
    Tools
    ,
    Automated Tasks
    ,
    Automated Tasks List
    from the Support Automation menu.
    The Automated Tasks List page appears.
  2. Click an automated task.
    The Automated Task Detail page appears.
  3. Click the
    Update Permissions
    button on the Configure script for Live Assistance tab.
    The Permissions Assigned Update page appears.
  4. Depending on the requirement, perform any of the following actions:
    • Select the permissions and use the arrow buttons to move them from column to column. Click OK.
    • Select the Impersonate field and complete the Login name, Password, and Domain information on the Impersonation tab.
    • Click Support Automation Access Level tab. Click Update Tasks to add an access level. Click Edit in List to select the automated script for Auto Run.
  5. Click
    Save
    .
    The automated task is configured for Live Assistance.