Administer Insights

As a  administrator, you can create users and map roles/access types , create domains, add custom attributes, and so on as described in this article for Insights (Aggregate Reports and Transactional Reports for CABI JasperReports):
casm172
As a
CA Service Management
 administrator, you can create users and map roles/access types , create domains, add custom attributes, and so on as described in this article for Insights (Aggregate Reports and Transactional Reports for CABI JasperReports):
This article contains the following topics:
Assign Roles and Functional Access
CA Service Management
no longer supports role switching for Insights App. The default OOTB role for Insights app is available with
CA Service Management
17.2, and it is similar to the Out-of-the-Box (OOTB) Reporting role of an Access Type for a contact. In case, if you change the default role of the app to any other role than the Reporting role, ensure that you consider the following:
  • Aggregated Reporting reflects data as per the new default role the app
  • Transactional Reporting honors only reporting role of the contact
Ensure that the reporting role of an access type and default role of an access type for Insights App is same. For more in
The below table lists out the CA SDM Roles and Functional Access. Ensure that you have assigned the appropriate roles and access for access to reporting domains. 
The List of Roles, and Functional Access
Access Type
Roles List
Default Role
Administration
Administrator
Default
Level 1 Analyst
Level 2 Analyst
Service Desk Administrator
Service Desk Manager
Super Administrator
Process Management
Incident Manager
Default
Level 2 Analyst
Service Desk Manager
Level 1 Analyst
Service Desk Management
Customer Service Manager
Level 1 Analyst
Level 2 Analyst
Service Desk Manager
Default
Service Desk Staff
Customer Service Representative
Level 1 Analyst
Default
Level 2 Analyst
Super Admin
Administrator
Default
Customer Service Manager
Customer Service Representative
Incident Manager
Level 1 Analyst
Level 2 Analyst
Service Desk Administrator
Service Desk Manager
(Optional) Create and Configure Users
Create Roles
You can create roles and can assign roles to the users. The users can access the reports and can view the data in the reports based on the roles assigned to them.
Follow these steps:
  1. Log in to CABI JasperReports® Server r6.4.3, as 
    superuser
    , using the following credentials:
    • User name: 
      superuser
    • Password: 
      supruser
  2. Navigate to 
    Manage
    Roles
    casm_insights
    .
  3. Click 
    Add Role
     in the
     Roles
     section.
  4. Define the role in the following format: 
    ROLE_<role_name>.
  5. Click 
    Add Role to servicemanagement
     to create and save the role.
Create Users
You can create users and can assign roles to the users.
Follow these steps:
  1. Log in to CABI JasperReports® Server r6.4.3, as 
    superuser
    , using the following credentials: 
    • User name: 
      superuser
    • Password: 
      superuser
  2. Navigate to 
    Manage
    ,
     Users
    casm_insights
    .
  3. Click 
    Add User
     in the
     Users
     section.
  4. Define the user details for the 
    servicemanagement
     organization.
  5. Click 
    Add User
     to 
    casm_insights
     to create and save the user to the 
    servicemanagement
     organization.
  6. Associate a role to the user:
    • Click the required user from the list and click 
      Edit
       in the 
      Properties
       pane on the right.
    • From the list in 
      Available Roles
      , move the required role to 
      Roles Assigned
       and then click 
      Save
      .
      The user can now access the reports data based on the assigned role.
(Optional) Configure CABI JasperReports® Server r6.4.3 to use LDAP
If you choose to configure CABI JasperReports® Server r6.4.3 to authenticate via LDAP, you can not use Single Sign On (SSO) along with LDAP. Please contact your LDAP administrator for information on how to connect to the LDAP server.
Follow these steps:
  1. Stop Tomcat.
  2. Delete the 
    applicationContext-externalAuth-template-mt.xml
     file from the 
    <tomcat_server>\webapps\jasperserver-pro\WEB-INF
     folder.
  3. Download the applicationContext-externalAuth-LDAP-mt.xml file.
  4. Copy the file to the 
    <tomcat_server>\webapps\jasperserver-pro\WEB-INF
     directory.
  5. Open the file 
    <tomcat_server>\webapps\jasperserver-pro\WEB-INF\
    applicationContext-externalAuth-LDAP-mt.xml
  6. Locate the following key in the file:
    <constructor-arg value=<"ldap://LDAP_SERVER_HOSTNAME:389/dc=XX,dc=XX"/>
    Replace
     LDAP_SERVER_HOSTNAME:389/dc=XX,dc=XX 
    with the host name of the LDAP server, LDAP server port, and the LDAP domain details. Following is an example:
    <constructor-arg value="ldap://MyDomainController:389/dc=my_domain.dc=com/> 
  7. Locate the following key in the file:
    <property name="userDn" value="cn=XX,ou=XX,ou=XX,dc=XX,dc=XX"/>
    Replace 
    XX
     in each of the LDAP connection attributes with the LDAP server values. Following is an example:
    <property name="userDn" value="cn=my_username,ou=users,ou=my_ou,dc=my_domain,dc=com"/>
  8. Locate the following key in the file:
    <property name="password" value="****"/>
    Replace "****" with the password for the user account to connect to the LDAP server. Following is an example:
    <property name="password" value="My_Password"/>
  9. Save the 
    applicationContext-externalAuth-LDAP-mt.xml 
    file
  10. (Optional) Follow these steps to enable LDAP password encryption:
    • Navigate to the DVD500000000001753 
      \buildomatic\sample_conf
       folder and rename the appropriate file in accordance with your database to 
      default_master.properties.
      For example, rename the 
      sqlserver_master.properties
       file to 
      default_master.properties
       if you are using Microsoft SQL Server as your database.
      DVD500000000001753  
      is the location where you extracted the installation files for CABI JasperReports® Server r6.4.3.
    • Add the following properties in the 
      default_master.properties
       file:
      • external.ldapUrl: 
        Define the LDAP server details.
      • external.ldapDn: 
        Define the LDAP server distinguished name (DN).
      • external.ldapPassword: 
        Define the LDAP user password in plain text.
      • encrypt=true
        Define if you want to encrypt the password.
      • propsToEncrypt=external.ldapPassword
        Define the properties for encryption.
      • appServerDir
        : Define the path to the Tomcat server, if necessary.
    • Copy the 
      default_master.properties
       
      to the
       
      DVD500000000001753
      \buildomatic
       
      folder
      .
    • Open command prompt and navigate to DVD500000000001753 
      \buildomatic 
      folder and execute the following command to encrypt the password:
      For Windows:
      js-ant.bat gen-config
      This command updates generates the encrypted password and updates the password property in the 
      default_master.properties
    • From the 
      default_master.properties
       file, copy the following properties to the <tomcat_server>\
      webapps\jasperserver-pro\WEB-INF\
      js.externalAuth.properties file:
      • external.ldapUrl
      • external.ldapDn
      • external.ldapPassword
    • Navigate to <tomcat_server>\
      webapps\jasperserver-pro\WEB-INF\
      applicationContext-externalAuth-LDAP-mt.xml
       and edit the following properties in the 
      ldapContextSource
       bean, as shown below:
      <bean id="ldapContextSource" class="com.jaspersoft.jasperserver.api.security.externalAuth.ldap.JSLdapContextSource">
      <constructor-arg value="${
      external.ldap.Url}
      "/>
      <!-- manager user name and password (may not be needed) -->
      <property name="userDn" value="${external.ldap.Dn}"/>
      <property name="password" value="${external.ldap.password}"/>
      <property name="referral" value="follow"/>
      </bean>
  11. Restart Tomcat.
(Optional) Configuring Insights with CABI JasperReports Server Load Balancer
If you have configured CABI JasperReports Server with high availability, then you must manually configure Insights with CABI JasperReports Server Load Balancer. For more information, see CA SDM Advanced Availability Server Configuration Details.
Follow these steps:
  1. Verify that Insights is integrated with one of the high availability environment CABI JasperReports Servers.
  2. Copy the following content from 
    <
    CA Business Intelligence Installed Directory>\apache-tomcat\webapps\jasperserver-pro\WEB-INF 
    folder:
    1. applicationContext-externalAuth-template-mt.xml 
      file
    2. actionModel-navigation.xml 
      file
    3. Config
       folder
  3. On another high availability environment CABI JasperReports Server, navigate to 
    <
    CA Business Intelligence Installed Directory>\apache-tomcat\webapps\jasperserver-pro\WEB-INF 
    folder.
    1. Replace the existing content with the copied content.
    2. Restart the 
      CABI JasperReports Tomcat service
      .
  4. Login to CA SDM as an administrator. Navigate to the 
    Administration
     tab, select 
    xFlow Interface
    , and 
    General
    .
  5. Search for the configuration key, 
    insights.jasper.domain,
     and click
     Edit.
    1. Replace the 
      Configuration Value
       with the domain name of the load balancing server. For example, <
      hostname:8080>
    2. Click 
      Save
      .
  6. Search for the configuration key, 
    insights.jasper.hostname, 
    and click 
    Edit.
    1. Replace the 
      Configuration Value
       with the host name of the load balancing server. For example, <
      hostname>
    2. Click 
      Save
      .
  7. Restart the 
    xFlow Interface
     service based on your configuration:
    1. Advanced Availability
      : Restart services on the application server.
    2. Conventional
      : Restart services on the primary and secondary servers.
Enable the KPI Option
The KPI option enables the KPI daemon to collect data when a ticket is opened, closed, or modified. The KPI option is enhanced to capture additional information during the ticket creation process. However, for the tickets that were created prior to the implementation of
CA Service Management
 17.2, this additional information is not captured. 
Perform the following steps to enable the KPI options:
  1. Login to CA SDM as an Administrator.
  2. Navigate to Administration, Options Manager, KPI and select the 
    kpi_ticket_data_table
     and 
    kpi_ticket_data_enable_workshift
      options. Click
    Edit
    and
    Install
  3. Restart the CA SDM Services. 
Administer Transactional and Aggregate Reports