Server Configuration Utility

The CA Service Desk Manager Server Configuration utility (pdm_configure) initializes and configures the CA Service Desk Manager server, database, and web environment. Configuration runs automatically during CA Service Desk Manager installation. The system administrator also can run Configuration on demand. The system administrator can configure the Administrative Client on Linux.
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HID_SERVER_CONFIGURATION_UTILITY
The CA Service Desk Manager Server Configuration utility (pdm_configure) initializes and configures the CA Service Desk Manager server, database, and web environment. Configuration runs automatically during CA Service Desk Manager installation. The system administrator also can run Configuration on demand. The system administrator can configure the Administrative Client on Linux.
Follow these steps
Select Server Configuration
You can select the CA Service Desk Manager installation configuration type and the type of database to configure.
Select Server Configuration
Specifies the configuration type for your CA Service Desk Manager installation. The options in the subsequent screens automatically updates to correspond to the configuration type you select. You can select the Advanced Availability option or Conventional option.
General Settings
Configure the General Settings page with the following options:
  • Configuration Type
    The server type to configure.
    • Advanced Availability: If you are executing the Server Configuration utility for the first time, background server is automatically selected. Configure the background server and then add the application or stand-by servers to support advanced availability and failover.
    • Conventional: If you are executing the Server Configuration for the first time, primary server is automatically selected. After the primary server is configured, you can add secondary servers to manage high traffic volume and improve performance.
      For example, you can add more Object Managers and web engines to another server. There can be zero or more secondary servers in a CA Service Desk Manager enterprise system.
  • Slump Host Name
    Available only for the Advanced Availability configuration. Slump host name specifies the system on which the server is installed.
  • Server Id
    Available only for the Advanced Availability configuration. This field is automatically populated.
  • Primary Server Node
    Available only for the Conventional configuration.
    Specifies the host name of the primary server. This field is case-sensitive. The Primary Server Node value is the same for both primary and secondary servers in the CA Service Desk Manager installation.
  • Object Manager Display Name
    Specifies the server connecting to the server object managers (domsrvr). All object managers that start on this computer use this name for display purposes only. You can change this value when the object manager is started.
  • Object Manager Name
    Specifies the names or aliases of the object managers to which you want to establish a connection. You can enter a single name or a list of names. The default of ANY connects to any running object manager, and is acceptable in most situations.
    Verify the names of the object manager or group of object managers with your system administrator.
  • Local Host Name
    Specifies the name of the server. This field is case-sensitive.
    • Conventional: You can enter the value only for secondary servers. This field is case-sensitive.
    • Advanced Availability: The value is automatically populated from your background server configuration details.
  • Configure /etc/services (UNIX only)
    Adds the new socket ports to the /etc/services file. Valid only if you are the root user.
  • Slump Socket Port
    Specifies the name of the main communications socket port. CA Service Desk Manager uses this port for all servers that are configured in your environment. The default value is 2100. The primary server always opens a listen port on the slump socket port. Every daemon (service) that communicates across the slump port connects to the primary server using this port.
  • Proctor Socket Port
    Available only for the Conventional configuration. Applies only to systems that use secondary servers (proctors). Each secondary server listens on this port for messages from the primary server. The secondary servers open this port only when they cannot connect to the slump port on the primary server. For example, the port opens when the primary server is not running.
    Default:
    2300
System Accounts
Configure the System Accounts page with the following options:
  • Privileged User Name
    Identifies an operating system user ID with administration privileges. On Windows, if the name you specify does not exist, the system creates a local use with domain rights to different places, depending on how your local computer is defined:
    • If the local computer is not defined as a primary or backup domain controller, the privilegeduser is added to the local computer as a local user.
    • If the local computer is defined as a primary domain controller, the privilegeduser is added as a domain user.
    • If the local computer is defined as a backup domain controller, the privilegeduser is added to the primary domain controller as a domain user.
    If you have modified the user and domain user rights, contact the system administrator to set up the privileged user.
  • Privileged User Password (Windows)
    Specifies a password for the privileged user account. If the privileged user name exists on the local computer, and the local computer is not defined as a primary or backup domain controller, the local user is checked. If the local computer is defined as a primary domain controller or a backup domain controller, the domain user is checked.
  • Privileged User Password (Linux)
    Specifies a privileged user password for integrations with AMS and Workflow.
  • Restricted User Name (Windows only)
    Specifies an operating system user ID that is used on behalf of clients as they access functions. The user name is restricted because it has limited user rights. The default is rhd. The rhd user is added in the same manner as the privileged user.
  • Restricted User Password (Windows only)
    Specifies a required password for the restricted user name is added. The configuration stores the value.
  • Default User Name (UNIX)
    Appears only for client installations. The default user name can be the privileged user, but it is typically a separate user ID for client users.
Load Default Data
Load default data is available only for the Advanced Availability configuration.
  • Load default data
    Specifies whether to load the CA Service Desk Manager default system data into the database. If you have modified any system default values, selecting this option replaces the data values.
You can select the option only during the background server configuration.
Select Database
Specifies the type of database to configure for your CA Service Desk Manager installation. The available options on the left automatically update to correspond the database type you select. For example, if the Database Type is SQL, the options update with MS SQL Database Config.
  • Advanced Availability: The database type that you select must match the background server database.
  • Conventional: The database type that you select must match the primary server database.
MS SQL Database Configuration
If you are using MS SQL Database, specify the following details:
  • Load Default Data
    Applicable only for Conventional configuration.
    Load Default Data whether to load the CA Service Desk Manager default system data into the database. If you have modified any system default values, selecting this option replaces the data values.
  • Database Server Node
    The name of the MS SQL instance that CA Service Desk Manager uses for configuration. The service instance is in the format hostname\instance_name. If the default instance is used, you only have to specify the hostname.
    • Advanced Availability: The database server node must match the background server database node.
    • Conventional: The database server node must match the primary server database node.
  • Database Name
    Indicates the name of the database.
    • Advanced Availability: The database name must match the background server database.
    • Conventional: The database name must match the primary server database.
  • Database Admin User
    Specifies the admin user who has permission to create user and schema.
  • Database Admin Password
    Specifies the database password of user specified by database admin user.
  • Database Userid
    The database user ID and password. The SQL user ID is added while creating the database.
    The special at-sign character (@) cannot be used in database IDs or passwords.
  • Database Password
    The password for the SQL database.
  • SQL Listening Port (Optional)
    (Optional). The listening port of the defined SQL server instance.
    Default:
    1433
Oracle Database Configuration
If you using the Oracle database, specify the following details:
CA Service Desk Manager requires a Net Service Name specifying the Oracle database where the MDB resides. CA Service Desk Manager also requires a system identifier (SID) for the database. CA Service Desk Manager requires the Net Service name and SID information to access the database with both Oracle client technology and JDBC technology. For information about Service Names and SIDs, refer to Oracle documentation.
  • Load Default Data
    Applicable only for Conventional configuration and indicates the CA Service Desk Manager default system data into the database. If you have modified any system default values, selecting this option replaces the data values.
  • Remote Database
    To indicate whether the Oracle MDB is on a remote server (selected) or the local server. If the Oracle server is local, the MDB is created during the configuration. If it is remote, the MDB must already be configured with the remote installer.
    For Advanced Availability configuration, we recommend that you configure the Oracle MDB on a remote server.
  • Create Tablespaces
    Specifies whether to create tablespaces for the MDB database or use existing tablespaces.
    • If this check box is selected, the script creates tablespaces with the default names MDB_DATA and MDB_INDEX.
      The Data Tablespace Name and Index Tablespace Name fields are disabled.
    • If this check box is not selected, provide names of the existing tablespaces in the Data Tablespace Name and Index Tablespace Name.
      To use the existing tablespaces, configure the database to use at least 500 MB of tablespace, and an index tablespace of at least 150 MB.
  • Net Service Name
    Identifies the Net Service Name of the Oracle database where the MDB resides. If the database is remote, provide the Net Service Name that is defined within the Oracle client on the local computer.
  • mdbadmin User Password
    Specifies the password of the mdbadmin user for accessing the mdb.
  • DBA User Name
    Identifies the name of an Oracle user with DBA access.
  • DBA Password
    Identifies the password for the DBA user.
    The special at-sign character (@) cannot be used in database IDs or passwords.
  • Data Tablespace Name
    Specifies the name for the MDB data tablespace you want to create. Used only if the Oracle server is on the local computer.
  • Index Tablespace Name
    Specifies the name for the MDB index tablespace you want to create. Used only if the Oracle server is on the local computer.
  • Tablespace Path in DB Server
    Specifies the directory path to the physical tablespace location.
  • Oracle Home Path
    Specifies the Oracle Home path.
  • JDBC Connectivity
    Specifies whether to use JDBC Connectivity. Several components of CA Service Desk Manager use JDBC technology to access the database and require specific information about the Oracle server.
    • Database Host Name
      Identifies the name of the computer where the Oracle server is installed.
    • SID
      Specifies the system identifier (SID) for the database as defined on the Oracle server computer. The SID value must be the SID for the MDB, and is not the same as the Net Service Name.
    • Listener Port
      Specifies the listener port for the database.
For Windows installation, configure the Oracle MDB to use UTF-8 as the database character encoding to support multilingual search.
Web Interface
Configure the Web Interface with the following options:
  • Web Host
    Specifies the system that hosts the web server. This value is used to build URLs for the system. By default, the web host is your local system.
    • Advanced Availability: You can configure web services only on application server.
    • Conventional: Available only if you are on a primary server, and defaults to the primary server name. You can change this value if your default web server is on another computer. For example, if you move your web server to a secondary server, you can change this value to the name of your secondary server. This value is used to build URLs for the system.
  • Config Type
    Specifies the web server for your installation:
    The Tomcat port is always used to access upload, the Asset Maintenance System, and pdmgraph, regardless of this setting.
    Select the Manual option only when using an alternate http or servlet server.
    • On Windows, you can select Tomcat or IIS.
    • On UNIX, you can select Tomcat or Apache.
  • Web Site
    NT only. Identifies the web site for the CA Service Desk Manager Server. The names appearing identify the available web sites. The IIS port is used to specify the port that is associated with the site.
    You can install any mail system client on your server that complies with Microsoft MAPI 1.0 standard.
  • Tomcat Port
    Specifies the Tomcat port number. Defaults to 8080, but you can set this port value. This value appears in the URL that is constructed to access the web site, for example,
    http://bobcat:8080/CAisd/UploadServlet
    .
  • Tomcat Shutdown Port
    Specifies the socket port for Tomcat to monitor for shutdown requests.
  • Apache Config File (UNIX)
    Specifies the complete path to the Apache configuration file. An include file is added to this configuration file when integrating with an existing Apache installation.
  • IIS/Apache Port
    Specifies the IIS or Apache server port number. If you configure with IIS or Apache, and are not using port 80, enter an alternate port number. If you are using port 80, leave this field blank.
  • Deploy SOAP Web Services
    • Advanced Availability: Applicable only for the application server. Enabling this option notifies the active users on the application server about the server shutdown details. For example, during rolling maintenance of the application server, a form is displayed to the active users stating that the application server shuts down within a specified time.
    • Conventional: This check box is only available if you are configuring a secondary server. This option lets you deploy the web services on the secondary server. By default, web services are installed on the primary server.
REST Web Services
Configure the REST Web Services page with the following options:
  • REST Tomcat Port
    Specifies the REST Tomcat Port.
    Default:
    8050
  • Tomcat Shutdown Port
    Specifies the REST Tomcat Shutdown Port.
    Default:
    8055
For Advanced Availability configuration, this option is available only for application servers.
Federated Search
Configure the Federated Search Tomcat with the following options:
  • Configure Federated Search
    Specifies the option to select Federated Search. The Tomcat options are available only after selecting this option.
  • Tomcat Port
    Specifies the Federated Search Tomcat Port.
    Default:
    8040
  • Tomcat Shutdown Port
    Specifies the Federated Search Tomcat Shutdown Port.
    Default:
    8045
Visualizer
Configure the Visualizer page with the following options:
  • Service Desk Manager Web Services
    • Web Host
      Displays the web host address.
    • Web Host Port
      Displays the Visualizer web host port.
  • Visualizer Tomcat
    • Tomcat Port
      Specifies the Visualizer Tomcat Port.
      Default:
      9080
    • Tomcat Shutdown Port
      Specifies the Visualizer Tomcat Shutdown Port.
      Default:
      9085
For Advanced Availability configuration, this option is available only for application servers.
Support Automation
On the Support Automation page, select the appropriate Configuration Type:
  • None
    Configures CA Service Desk Manager without Support Automation functionality.
    If you want to configure Support Automation in a multi-tenancy environment, we recommend that you separately migrate the CA Support Automation r6.0 SR1 eFix5 divisions to Release 12.9 tenants before enabling Support Automation on a CA Service Desk Manager server.
  • Main Server
    Configures the Support Automation server in main server (standalone) mode.
    Note:
    If you select the Main Server option, and are planning to configure one or more socket proxy servers, set the Socket Server host name and external port to the socket proxy host. For multiple socket proxies, you set the Socket Server to the host and external port of the load balancer server.
    For Advanced Availability, the main server resides on background and stand-by servers.
    • HTTP
      • Host Name or IP
        -- Specifies the address of your server.
      • External Port
        -- Specifies the external port of your server.
        Default:
        8070
    • Socket Server
      • Host Name or IP
        -- Specifies the address of your socket server.
      • External Port
        -- Specifies the external port of your socket server.
        Default:
        10443
      • Internal Port
        -- Specifies the internal port of your socket server.
        Default:
        7005
      • Bind to IP
        -- Specifies the IP where you want to bind the server.
  • Socket Proxy Server
    Configures the Support Automation server in socket proxy mode. Use a Socket Proxy Server to off-load some of the CPU-intensive operations of Support Automation, such as encryption/decryption from the main server.
    Advanced Availability: This option is available only for the application server.
    Conventional: This option is available only for the secondary server.
    • Socket Configuration
      • Main Server Host Name or IP
        -- Specifies the address of the main server.
      • Main Server Internal Port
        -- Specifies the internal port of the main server.
        Default:
        7005
      • Main Server HTTP Port
        -- Specifies the HTTP port of the main server. This field is available only for conventional configuration.
      • External Port
        -- Specifies the external port of the server.
        Default:
        10444
      • Bind to IP
        -- Specifies the IP where you want to bind the server.
  • Message Routing Server
    Configures the Support Automation server in message routing server mode. Use Message Routing Servers (MRS) to manage multiple Remote Control sessions that are based on the geographical location of the local server. Using MRS helps improve performance during assistance sessions.
    Advanced Availability: This option is available only for the application server.
    Conventional: This option is available only for the secondary server.
    • Socket Configuration
      • External Port
        -- Specifies the external port of the socket.
        Default:
        10444
      • Bind to IP
        -- Specifies the IP where you want to bind the server.
  • Tomcat Configuration
    1. Tomcat Port
      • Specifies the Support Automation Tomcat port.
        Default:
        8070
    2. Tomcat Shutdown Port
      • Specifies the Support Automation Tomcat Shutdown port.
        Default:
        8075
    When you change the main server Tomcat port, also change the port references in the server.properties file with tomcat server.xml.
Configuration Options
Configure the Config Options page with the following options:
  • Server Configuration
    Select the configuration that you want to apply for this server from the drop-down list. Select Default to apply default CA Service Desk Manager configurations.
  • Windows
    • Start service when completed
      Select this check box for the server to start when the configuration is complete.
      The UNIX users must be at the root user level for these options to be enabled.
    • Start service when completed
      Select this check box if you want the server to start when the configuration is complete.
    • Put CA Service Desk Manager links in /usr/bin
      This option only works if you are at root. Selecting this option puts important CA Service Desk Manager links into /usr/bin.
    • Start Event converter daemons
      Select this option to enable the event converter daemons. This option allows you to create the CA Service Desk Manager tickets from either CA NSM World View or CA NSM Event Monitor.
Character Encoding (UNIX/Linux)
The ICU converter provides the character encoding mapping that CA Service Desk Manager uses when transcoding character data between Unicode and the operating system character encoding.
This configuration page is only available on UNIX and Linux systems.
Configure the Character Encoding page with the following options:
  • Use detected converter
    Auto-detection has determined the converter available for your UNIX/Linux system. Leave selected if you want to use this converter.
  • Specify a converter
    The ICU converter name field provides feedback of the converter CA Service Desk Manager has determined best matches the operating environment. The converter also provides a means of overriding the auto-detected converter by specifying a converter name. The converter names are not case-sensitive.
    You can find a list of ICU converter names and aliases that are grouped by industry standards using the ICU Converter Explorer tool at the following web site:
    http://ibm.com/software/globalization/icu/demo/converters
    Give special attention to two converter names, if these converters appear as auto-detected:
    • US-ASCII
      Appears when the following conditions occur:
      • The auto-detection could not determine a matching converter and defaulted to US-ASCII. In this case, the ICU Converter Explorer or an equivalent tool must be used to determine a converter best matching the character encoding of the operating system locale. Enter its name into the ICU converter name field.
      • The character set of the operating system locale only supports a limited 7-bit character encoding such as C, POSIX, US-ASCII, ISO646-US. In this case, we recommend that you select a different operating system locale which utilizes a character set encoding that supports a wider selection of characters. See your operating system documentation for details for changing the locale environment for the user or shell that is used to invoke the CA Service Desk Manager configuration program. A matching locale environment must be used for all subsequent accounts that are used to launch and operate CA Service Desk Manager.
    • UTF-8
      Specifies to encode Unicode as UTF-8.
      CA Service Desk Manager must run on an UTF-8 locale on UNIX platforms.
  • Default HTTP character set
    Specifies the character set that is used on web pages that are sent from CA Service Desk Manager web servers. This value is specified in the web page HTTP character set declaration as the charset parameter in the HTTP Content-Type header, and is described in RFC 2616 Hypertext Transfer Protocol - HTTP/1.1.
    The configuration application attempts to determine whether this value is an alias of the ICU Unicode converter that is specified in ICU Unicode converter name. If it is not, you can override the value.