Technical specifcation

Transcription

1 Technical specifcation ITSM Cockpit Page: 1 / 21

2 Table of contents Introduction... 4 Architecture... 5 Confguration... 7 I.Installed software...7 II.File location...7 A.Database... 7 B.ITSM Cockpit... 7 III.Memory allocation...7 IV.Scheduled tasks...8 V.Application launch...8 VI.ITSM Cockpit Batchs...8 Stop/Start ITSM Cockpit application I.Sequencing...10 II.MariaDB database...10 A.Check the application status B.Stop the application C.Start the application III.ITSM Cockpit Portal...11 IV.ITSM Cockpit Engine...11 V.ITSM Cockpit Manager...12 A.Check the application's status B.Stop the application C.Start the application Backups and restoring I.Backups...13 A.Confguration fles and libraries B.Application C.Documents D.Database II.Recovery...14 A.Files B.Database Elements to monitor A.Server system B.Backups C.ITSM Cockpit application Updates I.Updating the ITSM Cockpit instance...17 A.Backup B.Updating the database C.Updating the ITSM Cockpit Portal D.Updating the ITSM Cockpit Engine (local mode) Page: 2 / 21

3 E.Updating theitsm Cockpit Engine (deport mode) II.Update the ITSM Cockpit Manager...20 III.Updating the license...21 Page: 3 / 21

4 Introduction This document is for technicians responsible for the on-going administration of components belonging to the ITSM Cockpit application. It describes the operating methods for the principle functions, as well the steps that need to be followed in order for the ITSM Cockpit application to properly function. It indicates the confguration fles and logs and how to access them. It explains the procedures that need to be followed in order to update the different components. Page: 4 / 21

5 Architecture One ITSM Cockpit instance is composed of several elements: A database One or more portals One or more engines The following diagram describes the architecture of a simple ITSM Cockpit instance. Page: 5 / 21

6 The following diagram describes the architecture of ITSM Cockpit with several engines spread across different networks. Page: 6 / 21

7 Confguration I. Installed software Operating system Database Application ITSM Cockpit Portal Version 2 ITSM Cockpit Engine ITSM Cockpit Manager Ubuntu server (64 bits) Debian (64 bits) MariaDB 5.X (64 bits) Software II. File location A. Database File Application Localization koaly.cnf MariaDB database confguration /etc/mysql/conf.d/ syslog MariaDB database logs /var/log/ B. ITSM Cockpit Directory /home/koaly/backups /var/lib/mysql/ /home/koaly/exp/documents /home/koaly/exp/engine /home/koaly/exp/portal /home/koaly/management-interface /home/koaly/update /home/koaly/tools Application Backups Data MariaDB database Data Files (documents, attachments, etc.) ITSM Cockpit Engine ITSM Cockpit Portal ITSM Cockpit Manager Update fles Tools (scripts, etc.) III. Memory allocation You can adapt the memory allocation for each component according to the total physical memory of the machine. To customize memory allocation, you will need to update the confguration of each component Page: 7 / 21

8 individually as described in the following table. Component File Parameter Default value Database /etc/mysql/conf.d/koaly.cnf innodb_buffer_pool_size 512M Portal /etc/init.d/koaly-exp-portal MAX_HEAP 1536m Engine /etc/init.d/koaly-exp-engine RT_MAX_HEAP 1536m The following table contains recommended memory allocation for a standard deployment of database, portal and engine on a single machine. Physical memory Database Portal Engine 2 Gb 128M 1024m 768m 4 Gb 512M 1536m 1536m 8 Gb 2048M 4096m 2048m 16 Gb 4096M 9216m 3072m IV. Scheduled tasks List of scheduled tasks Task Description Frequency /home/koaly/tools/koaly_exp_db_dump Execute a database dump Once a day V. Application launch Application launch method Service Description Startup koaly-exp-engine ITSM Cockpit Engine Automatic koaly-exp-portal ITSM Cockpit Portal Automatic koaly-management-interface ITSM Cockpit Manager Automatic mysql MariaDB database Automatic VI. ITSM Cockpit Batchs An internal scheduler regularly process batchs. These batchs are necessary for the application to correctly function. Batchs are processed by the portal. Batch Task scheduler Tasks module Task planning List of batchs Function Page: 8 / 21

9 Data aggregation Purge Archiving JMS statistics Infrastructure module Consolidation of capacity planning data Supervision module Consolidation of monitoring checks with graphics Deleting obsolete data (logs, completed tasks etc.) Archiving old data in a second database Retrieve and update BUS statistics In order to confgure batchs (runtime portal, status, time, etc.) you need to: Connect to the ITSM Cockpit portal. Open Administration / Settings / Tools / Batch scheduler. Page: 9 / 21

10 Stop/Start ITSM Cockpit application I. Sequencing Stop: 1. ITSM Cockpit Engine 2. ITSM Cockpit Portal 3. ITSM Cockpit Manager 4. MariaDB database Start: 1. MariaDB database 2. ITSM Cockpit Manager 3. ITSM Cockpit Portal 4. ITSM Cockpit Engine Note: The ITSM Cockpit Manager interface is independent from the ITSM Cockpit application. It can be started and stopped without impacting the ITSM Cockpit application. II. MariaDB database A. Check the application status Command: sudo service mysql status Result if the application has started: Server version 5.5.XX-MariaDB-1ubuntu0.XX.XX.X-log... Uptime: XX days XX hours XX min XX sec Result if the application has stopped: MariaDB is stopped. Command: B. Stop the application sudo service mysql stop Page: 10 / 21

11 Result: Stopping MariaDB database server mysqld [OK] C. Start the application Command: sudo service mysql stop Result: Starting MariaDB database server mysqld [OK] III. ITSM Cockpit Portal Connect to ITSM Cockpit Manager on the target server (default: Open the portal management menu. Open the portal's control panel. Open the Control tab. Check the application's status: Check the current status. Click on Reload in order to update the status. Start the application: Click on Stop. Click on Reload in order to update the status. Stop the application: Click on Stop. Click on Reload in order to update the status. IV. ITSM Cockpit Engine Connect to ITSM Cockpit Manager on the target server (default: Open the engine management menu. Open the engine control panel. Open the Control tab. Note: the engine management menu can be accessed from the ITSM Cockpit portal (menu Administration / Technical parameters / Engines). Check the application's status: Check the current status. Click on Reload in order to update the status. Start the application: Page: 11 / 21

12 Click on Stop. Click on Reload in order to update the status. Stop the application: Click on Stop. Click on Reload in order to update the status. V. ITSM Cockpit Manager Command: A. Check the application's status sudo service koaly-management-interface status Command: B. Stop the application sudo service koaly-management-interface stop Command: C. Start the application sudo service koaly-management-interface start Page: 12 / 21

13 Backups and restoring I. Backups A. Confguration fles and libraries Backup confguration fles (koaly.ini, etc.) after every change. B. Application Backup ITSM Cockpit application fles(/home/koaly/exp) after every change. C. Documents Backup the directory daily. /home/koaly/exp/documents Keep a copy of the daily backup for at least a week. D. Database A database dump can be regularly performed via the script /home/koaly/tools/koaly_exp_db_dump, launched on the system scheduler. A dump will create a compressed SQL fle that will be stored in the /home/koaly/backups/database directory. The fle format is KOALYEXP_AAAAMMJJ_HHMM.gz. The last ten fles are saved. Make a daily backup of the dump directory. Keep a copy of the daily backup for at least a week. To make a manual dump (if necessary) using the command line, you need to enter the following command. Command: mysqldump koalyexp -u utilisateur -pmotdepasse -BFcq --single-transaction > nom_fchier.sql Command description: Command: mysqldump Options/ u: SQL user p: SQL user password B: shows USE dbname on the SQL dump fle. Page: 13 / 21

14 F: performs a log fush before running a backup. c: generates complete INSERTS of data q: allows faster saving of large tables single-transaction: generates a single-transaction dump so that the dump is consistent nom_fchier.sql: the SQL flename generated by the dump II. Recovery A. Files Recovering fles (confguration, libraries, application, documents) is done by copying the fles. B. Database It's possible to recover the SQL dump fles. Command: mysql -u root -p Enter the password If necessary, delete the old ITSM Cockpit database. DROP DATABASE koalyexp; Create a database. CREATE DATABASE koalyexp; Select the ITSM Cockpit database. USE koalyexp; Recovering the dump. source xxxx.sql; Description of options: u: SQL user p: SQL user password xxxx.sql: name of fle to be restored Page: 14 / 21

15 Elements to monitor A. Server system Regularly check the following items. Disks Monitor the disks /home 30.00% Available disk space Service /home/koaly/exp/engine/rt/bin/java /home/koaly/exp/portal/rt/bin/java koaly-management-interface /usr/sbin/mysqld Monitor services Active Active Active Active Status B. Backups SQL dumps. Regularly perform recovery tests using a separate MariaDB database. Saving fles. Regularly perform fle recovery tests using a separate directory. C. ITSM Cockpit application Check engine status. On the portal, open the Home / Dashboard menu. Engine status should be green. Regularly check engine logs. Connect to the ITSM Cockpit Manager of the target server (default: Open the engine management menu. Open the engine control panel. Open the Logs tab. Page: 15 / 21

16 Check the following fle logs. Name engine.log warn.log error.log mail.log sms.log Engine log files Description Messages Messages including error and warning Messages including error Messages related to sent mail functionality (SMTP gateway) Messages related to sent SMS functionality (SMS gateway) Regularly check the portal logs. Connect to the ITSM Cockpit Manager of the target server (default: Open the portal management menu. Open the portal control panel. Open the Logs tab. Check the following log fles. Name koaly_exp.log koaly_exp_warring.log koaly_exp_error.log Portal log files Description Messages Messages including error and warning Messages including error Regularly check the internal batch logs. Connect to the ITSM Cockpit portal. Open the menu Administration / Parameters / Tools /Batch logs. Check that there are no Error messages in the log history. Page: 16 / 21

17 Updates I. Updating the ITSM Cockpit instance A. Backup Before updating the instance, it's recommended that you save the different components that make up the instance. 1. Backup the database. 2. Backup documents (default directory: /home/koaly/exp/documents). For secure systems (cluster, replication) disable the synchronization system (if possible) so that you keep one of the environments in an older version. Synchronization can be re-activated once the update is validated. B. Updating the database 1. Connect to the ITSM Cockpit Manager of the target server (default: 2. Select the Database menu. 3. Click on the koaly-exp-db-update-x.y.z fle (provided by Support) under the Package upgrade section. 4. Click on Download. 5. Make sure the version shown in the Latest version feld corresponds to the version to be installed. There are two ways to update. 1. Updating using the Manager Click on Start migration process. Migration logs will show up in a notifcation zone. They can be downloaded and sent to the editor in the event of an update error. 2. Generating an update script Click on Generate script. The script generated can be manually applied to the database; C. Updating the ITSM Cockpit Portal Page: 17 / 21

18 1. Connect to the portal's ITSM Cockpit Manager (default: 2. Open the portal management menu. 3. Open the portal control panel. 4. Open the Update tab. The current and new version names will be listed. 5. Load the koaly-exp-portal-service-update.zip fle (provided by Support) and select Download. 6. Make sure the version shown in the Latest version feld corresponds to the version to be installed. 7. Click on the Update button. 8. The portal will be updated. The portal will automatically close and start up. 9. Check the portal logs. 10. Connect to the portal to ensure it is functioning correctly. Note :The previous version is stored in the parent directory of the portal installation directory (default : /home/koaly/exp). The previous version directory format name is «portal_aaaammjj». We recommend to keep the previous version of the portal. The oldest versions must be removed. D. Updating the ITSM Cockpit Engine (local mode) 1. To check that external libraries are showing up in the libraries directory (default: /home/koaly/update/koaly-exp-engine/ext/lib) 2. Connect to the ITSM Cockpit Manager associated with the engine (default: 3. Open the engine manager menu. 4. Open the engine control panel. 5. Open the Update tab. The current and new version names will be listed. 6. Load the koaly-exp-engine-service-update.zip fle (provided by Support) and select Download. 7. Make sure the version shown in the Latest version feld corresponds to the version to be installed. 8. Click on the Update button. 9. The engine will be updated. The engine will automatically close and start up. 10. Check the engine logs. Note :The previous version is stored in the parent directory of the engine installation directory (default : /home/koaly/exp). The previous version directory format name is «engine_aaaammjj». We recommend to keep the previous version of the engine. The oldest versions must be removed. E. Updating theitsm Cockpit Engine (deport mode) 1. Automatic update In most cases, deported engines will be automatically updated. The engine will detect when a new version is available by connecting to the portal and will automatically update. Page: 18 / 21

19 To check if a newer version is available via the portal: 1. Download the koaly-exp-engine-standalone-service-update.zip fle. 2. On the portal, open the Administration / Parameters / Engine / Update menu and click on upload. 3. Select the koaly-exp-engine-standalone-service-update.zip fle to put it online. 4. Once connected, the deported engines will download the latest version and will automatically update. Update process logs are found in the syslog and in the update/work/logs/update.log fle. 2. Manual update Some important updates cannot be done automatically. These are detailed in the information messages that accompany the updates. Manual updates are sometimes necessary when automatic updates fail. In order to manually update a deported engine: 1. Download the koaly-exp-engine-v.x.x.x-setup.bin fle. 2. Stop the ITSM Cockpit Engine service sudo service koaly-exp-engine stop 3. Save the following directories: confguration (default: /home/koaly/exp/engine/conf) external libraries(default: /home/koaly/exp/engine/ext/lib) 4. Save the init script /etc/init.d/koaly-exp-engine if changes have been made. Page: 19 / 21

20 5. Uninstall the engine. sudo /usr/sbin/update-rc.d koaly-exp-engine remove sudo rm /etc/init.d/koaly-exp-engine sudo rm -rf /home/koaly/exp/engine 6. Run the koaly-exp-engine-v.x.x.x-setup.bin program. sudo./koaly-exp-engine-vx.x.x-setup 7. Recover directories and the saved fle. 8. Check the RT_MAX_HEAP parameter in init script /etc/init.d/koaly-exp-engine (see installation guide for the recommended values) and restore the modifed parameters of the saved version. 9. Start the ITSM Cockpit Engine service. sudo service koaly-exp-engine start II. Update the ITSM Cockpit Manager In order to update the ITSM Cockpit Manager, it needs to be uninstalled and re-installed. 1. Stop the ITSM Cockpit Manager service. sudo service koaly-management-interface stop 2. Open the ITSM Cockpit Manager installation directory (default: /home/koaly/management-interface). Save the following fles: conf/service.xml conf/koaly.confg 3. Rename the directory /home/koaly/management-interface to /home/koaly/managementinterface_backup (for roll-back, it can be deleted during a subsequent installation). sudo mv /home/koaly/management-interface /home/koaly/management-interface_backup 4. Install the new version of ITSM Cockpit Manager. sudo unzip./koaly-management-interface-vxxx-setup.zip -d /home/koaly/managementinterface 5. Open the ITSM Cockpit Manager installation directory (default: /home/koaly/management-interface). Copy old fles into the new directory (replace existing fles if necessary). conf/service.xml conf/koaly.confg 6. Start the ITSM Cockpit Manager service. sudo service koaly-management-interface start 7. Connect to the ITSM Cockpit Manager interface (default: Page: 20 / 21

21 III. Updating the license 1. Connect to the portal. 2. Open the menu Administration / Technical parameters / Portal / Licenses. 3. Click on the Download button and download the license fle provided by Support. 4. A message will show if the license is valid or not. 5. If the license is valid, click on the Save button. 6. If the license is not valid, contact Support. End of document Page: 21 / 21