CA Business Intelligence for CA Service Desk Manager

Transcription

1 CA TECHNOLOGIES GREEN BOOKS CA Business Intelligence for CA Service Desk Manager USE CASES AND BEST PRACTICES FOR INTEGRATING CA BUSINESS INTELLIGENCE AND CA SERVICE DESK MANAGER ARCHITECTURE AND CONFIGURATION CONSIDERATIONS

2 LEGAL NOTICE This publication is based on current information and resource allocations as of its date of publication and is subject to change or withdrawal by CA at any time without notice. The information in this publication could include typographical errors or technical inaccuracies. CA may make modifications to any CA product, software program, method or procedure described in this publication at any time without notice. Any reference in this publication to non-ca products and non-ca websites are provided for convenience only and shall not serve as CA s endorsement of such products or websites. Your use of such products, websites, and any information regarding such products or any materials provided with such products or at such websites shall be at your own risk. Notwithstanding anything in this publication to the contrary, this publication shall not (i) constitute product documentation or specifications under any existing or future written license agreement or services agreement relating to any CA software product, or be subject to any warranty set forth in any such written agreement; (ii) serve to affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (iii) serve to amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this publication remain at CA s sole discretion. The information in this publication is based upon CA s experiences with the referenced software products in a variety of development and customer environments. Past performance of the software products in such development and customer environments is not indicative of the future performance of such software products in identical, similar or different environments. CA does not warrant that the software products will operate as specifically set forth in this publication. CA will support only the referenced products in accordance with (i) the documentation and specifications provided with the referenced product, and (ii) CA s then-current maintenance and support policy for the referenced product. Certain information in this publication may outline CA s general product direction. All information in this publication is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document AS IS without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill or lost data, even if CA is expressly advised of the possibility of such damages. COPYRIGHT LICENSE AND NOTICE: This publication may contain sample application programming code and/or language which illustrate programming techniques on various operating systems. Notwithstanding anything to the contrary contained in this publication, such sample code does not constitute licensed products or software under any CA license or services agreement. You may copy, modify and use this sample code for the purposes of performing the installation methods and routines described in this document. These samples have not been tested. CA does not make, and you may not rely on, any promise, express or implied, of reliability, serviceability or function of the sample code. Copyright 2011 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Microsoft product screen shots reprinted with permission from Microsoft Corporation. TITLE AND PUBLICATION DATE: CA Business Intelligence for CA Service Desk Manager Green Book Publication Date: August 12, 2011

3 ACKNOWLEDGEMENTS Principal Authors The following individuals are the principal authors for this guide: Yobany Amaya Amy Chenard Paul Coccimiglio Richard Lankester Anders Magnusson Ashfaquddin Mohammed Raghu Rudraraju Vinod Subburaj Christophe Trinquet The principal authors and CA Technologies would like to thank the following contributors: Tunji Abiri Patrick Maloney David Messineo Christopher Milazzo Roya Montazeri Richard Oubre Lao Scotto Tan Anita Taucher Steven Troy Paul Vidal Shawn Walsh CA Services Development Engineering Services Marketing QA

4 Support Technical Sales Technical Information Third-Party Acknowledgments Microsoft product shots reprinted with permission from Microsoft Corporation. Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States and other countries. BusinessObjects and the BusinessObjects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other BusinessObjects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of BusinessObjects Software Ltd. BusinessObjects is an SAP company. Forward, Inc. Legal Notice Forward, Inc. is a fictitious company name which is used strictly for instructional purposes only and is not meant to reference an existing company.

5 CA TECHNOLOGIES PRODUCT REFERENCES This document references the following CA Technologies products: CA Business Intelligence CA Service Desk Manager FEEDBACK Please us at to share your feedback on this publication. Please include the title of this publication in the subject of your response. For technical assistance with a CA Technologies product, please contact CA Support at For assistance with support specific to Japanese operating systems, please contact CA Technologies at

6

7 Contents Chapter 1: Overview 13 Introduction About this Guide Integration Planning Chapter 2: The BusinessObjects Enterprise Architecture 17 Overview Client Tools Job Roles and Client Tools CA Business Intelligence Servers How BusinessObjects Enterprise Processes Information Logging in to BusinessObjects Enterprise Viewing a Crystal Report On Demand Viewing a Web Intelligence Document On Demand Setting a Schedule for Crystal Reports CA Business Intelligence and CA Service Desk Manager Communication Querying CA Service Desk Manager with BusinessObjects Enterprise CA Service Desk Manager and BusinessObjects Enterprise Authentication Integration Details Chapter 3: Installing CA Business Intelligence 39 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) CA Business Intelligence Hardware Requirements The Central Management Server (CMS) Database Install CA Business Intelligence (SQL Server) Configure CA Business Intelligence Integrate CA Business Intelligence and CA Service Desk Manager Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment 63 Overview How CA Service Desk Manager Integrates with CA Business Intelligence Complex Reporting Scenario Required Server Configurations How to Implement a Complex Reporting Infrastructure Step 1 - Create the File Shares for CA Business Intelligence Step 2 - Install the First Server in the Intelligence Tier of CA Business Intelligence Step 3 - Install the CA Business Intelligence Web Application Tier Servers Step 4 - Install the Second Server in the Intelligence Tier of CA Business Intelligence Step 5 - Install the CA Business Intelligence Processing Tier Servers Step 6 - Configure the Input and Output File Repository Servers Step 7 - Configure the CA Business Intelligence Tiers (Enable and Disable the Server Components) Step 8 - Configure CA Business Intelligence Summary CA Business Intelligence for CA Service Desk Manager 7

8 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy 111 Multi-Tenancy Implement Tenant Restrictions in CA Service Desk Manager Configure CA Business Intelligence for Multi-Tenancy Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication) Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database 119 Overview Configuration Planning Configuration Considerations How to Configure CA Business Intelligence with a Replicated Reporting Database Install and Configure the Production Instance of CA Service Desk Manager Install a Reporting Database Server How to Install and Configure the Reporting Instance of CA Service Desk Manager Configure and Publish the Replication Snapshot of the Production Database Configure the Reporting Database to Subscribe to the Published Replication Data Install and Configure CA Business Intelligence Configure Reporting on the Production Instance of CA Service Desk Manager Considerations Web Screen Painter Sharing the CA MDB with Other CA Technologies Solutions Archiving Chapter 7: Upgrading 167 Overview How to Upgrade to BusinessObjects XI Release Upgrade the BusinessObjects Installation Configure the CA Business Intelligence Installation Verify that CA Service Desk Manager Works Correctly Verify that CA Business Intelligence Release 3 Works Correctly Review the Installation Log Files Chapter 8: Managing Authentication and Security 179 CA Business Intelligence Security Authentication Methods Rights Chapter 9: Auditing 199 Overview Audit the Central Management Server Audit the Job Servers Chapter 10: CA Business Intelligence Universe and Designer 205 Designer and Universe Fundamentals Work with the CA Service Desk Manager Universe Using the Designer Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence Create New Web Intelligence Reports Using a Derived Universe Contents

9 CA Service Desk Manager Universe Security Add a User to the CA Universe Developer Group Restrict Access to Universe Objects Designer Tips Chapter 11: Managing CA Service Desk Manager Reports Using InfoView 229 Overview Log In to InfoView Make the Authentication Drop-Down List Appear Make a Specific Type of Object Appear View a Report Schedule a Report Add an Object Configure an Notification How to Customize InfoView Customize InfoView Using Personal Preferences Customize InfoView Using My InfoView Customize InfoView Using the Central Management Console Default Reports Aggregate Reports Asset Reports Change Order Reports CA CMDB Reports Incident and Problem Management Reports Issue Reports Key Performance Indicator Reports Knowledge Management Reports Managed Service Provider (MSP) Reports Operational Dashboard Reports Request Reports Support Automation Reports Survey Reports Chapter 12: Managing Web Intelligence Reports 275 Overview Customize Web Intelligence Settings CA Service Desk Manager Universe Mapping with CA MDB Data Create a Web Intelligence Document How to Work with the Web Intelligence Rich Client Install the Web Intelligence Rich Client Web Intelligence Rich Client Working Modes Create a Basic Report Using the Web Intelligence Rich Client (Connected Mode) Edit a Report Using the Web Intelligence Rich Client (Offline Mode) Add a Report to the CA Service Desk Manager Reports Tab How to Create Service View Reports Create a Derived Universe Create Attribute Aliases Add Service Objects to the CA Service Desk Manager Universe CA Business Intelligence for CA Service Desk Manager 9

10 Export the Universe Example: Service Reports to Generate Metrics Modifying Reports Report Filtering and Prompting Data Tracking Variables Sections Report Structure Caption and Formulas Calculations Alerters and Conditional Display Ranking Formatting the Report Report Templates Create Several Reports for One Query Use the Report in InfoView View the Report in InfoView Service Outage Report Downtime Calculation Chapter 13: Creating Reports for Crystal Reports Overview The Crystal Reports Editor How to Create a Report The Data Direct ODBC Driver Install the Data Direct ODBC Driver Create a Crystal Report Using the Data Direct ODBC Driver Create a Crystal Report Using the CA Service Desk Manager Universe Chapter 14: Administering Tomcat 365 Change the Tomcat Port Upgrade the Tomcat Release Number Chapter 15: Troubleshooting 373 Web Intelligence Reports and Date Ranges The PdmToday Function Test a Filter Using the pdm_isql Command Add a Filter to the Universe Create a Report with the Filter PDM Functions Appendix A: Mapping CA Service Desk Manager Fields 385 Overview How to Map CA Service Desk Manager Fields Step 1 - Decide What CA Service Desk Manager Fields to Analyze Step 2 - Map the Fields to their Attribute Names Step 3 - Map the Fields to their Object Step 4 - Look up Valid Values in the SREL Table Contents

11 Step 5 - Use the Collected Information Index 391 CA Business Intelligence for CA Service Desk Manager 11

12

13 Chapter 1: Overview Introduction Business Intelligence is an iterative user-centric process that includes accessing, exploring, and analyzing information, developing insights, and gaining an in-depth understanding. This process leads to improved and informed decision making. An effective Business Intelligence architecture helps provide the following benefits: Increase sales Deepen customer relationships Build better products Provide better services Streamline operations Reduce costs Improved management processes Improved operational processes CA Technologies has selected the SAP BusinessObjects XI technology as a common reporting component for CA Technologies solutions. CA Business Intelligence provides performance and information management, reporting, and query analysis tools. Note: CA Business Intelligence includes a license to create reports that are based on data from specific CA Technologies solutions. CA Service Desk Manager includes a limited entitlement to CA Business Intelligence. This entitlement is restricted for use within the context of CA Service Desk Manager. Specifically, CA Service Desk Manager reports that are created using CA Business Intelligence can access and incorporate data created by, derived from, or used by CA Service Desk Manager or third-party data sources. This process is true, as long as the data facilitates, or augments data that the customer uses in CA Service Desk Manager. CA Business Intelligence for CA Service Desk Manager 13

14 About this Guide About this Guide This Green Book provides the information to better leverage the available CA Business Intelligence functionality in CA Service Desk Manager Release 12.5 and 12.6 environments. This guide is intended for anyone who needs more granular information about how to architect and exploit their integrated CA Service Desk Manager and CA Business Intelligence infrastructure. The content in this Green Book applies to CA Business Intelligence Release 3.2, 3.1, and 3.0. At a minimum, CA Business Intelligence Release 3.0 is required for CA Service Desk Manager Release The content in this guide assumes that your CA Service Desk Manager release is Release 12.5 or Use the information in this guide with the CA Service Desk Manager documentation that is available on the CA Support website at to assist you with the architecture, installation, configuration, and the creation of reports and dashboards in CA Business Intelligence. Note: The references in this Green Book to CA Business Intelligence represent the CA Technologies-bundled versions of SAP BusinessObjects XI. CA Business Intelligence Release 3.x is based on SAP BusinessObjects XI 3.1. Integration Planning To help you plan for a successful CA Business Intelligence and CA Service Desk Manager integration, use the following information to research and gather information. Research - Complete the following steps: Documentation. Read the documentation for CA Service Desk Manager (specifically, the Release Notes, Implementation Guide, and Administration Guide) and the CA Business Intelligence Implementation Guide. You can find this documentation on the CA Service Desk Manager section of the CA Support website at This documentation helps you understand the architecture, installation, configuration, and creation of reports and dashboards in CA Business Intelligence. 14 Chapter 1: Overview

15 Integration Planning Logical Data Model. Become familiar with the logical data model (previously named Entity Relationship Diagram) for CA Service Desk Manager and CA Business Intelligence. For each CA Service Desk Manager object, the data model presents an object mapping between the object attributes in CA Service Desk Manager and the associated CA Business Intelligence Universe label names, and the data type for each CA Service Desk Manager attribute. You can find a copy of the logical data model at the following locations: $NX_ROOT\samples\data\CA SDM12.5 Logical Data Model.pdf. $NX_ROOT represents the installation path of CA Service Desk Manager. The CA Service Desk Manager Technical Document Index on the CA Support website at On the CA Service Desk Manager Technical Document Index, search for TEC (CA Service Desk Manager Release 12) and TEC (CA Service Desk Manager Release 11.x). Note: The SAP Help Portal ( contains documentation and additional resources that are related to many SAP solutions, including the Universe Designer and Web Intelligence reports. Click the SAP BusinessObjects tab and click All Products on the left. You can access solution portfolio knowledge center options and find the appropriate product and solution documentation. Considerations - Consider the following information: CA Business Intelligence License. The version of CA Business Intelligence that is delivered with CA Technologies solutions includes a license to create reports based on data from select products. For more information, contact your CA Technologies Account representative. Integrated Environment with Multiple CA Technologies Solutions. Most CA Technologies products can exist within a single implementation of CA Business Intelligence. We recommend that you read the Release Notes for each product and verify that the version of CA Business Intelligence each product uses is supported. Note: Review the considerations and best practices for CA Business Intelligence on the CA Support website at After you log in to the CA Support website, search for CA BI Best Practices. In the search results, click the link named CA BI - Best Practices. CA Business Intelligence for CA Service Desk Manager 15

16 Integration Planning Name Conflicts. Avoid potential name conflicts with Universes, user names, and groups by making them truly common or unique. SQL Server - CA Business Intelligence requires a database to maintain CA Business Intelligence related application data. By default, CA Business Intelligence uses MySQL as the default database during the installation. However, we recommend that you configure the CA Business Intelligence installation to use another database such as Microsoft SQL Server. Note: For more information about how to configure CA Business Intelligence for a different database, log in to CA Support at and search for TEC In the search results, click the document named CA Business Intelligence 3.1 installation and configuration for Service Desk R12.5. Virtual Computer Implementation - You can implement CA Business Intelligence on individual virtual computers on an ESX/ESXi environment. For more information about a virtual computer implementation, log in to the SAP Community Network at and search for BusinessObjects Support Statement For VMware Virtualized Environments Support Policy. Backup and Restore - CA Business Intelligence has specific backup and restore procedures that you must follow. For more information about the backup and restore procedures for CA Business Intelligence, navigate to the SAP Community Network at and search for BusinessObjects Enterprise XI 3.1 Backup and Recovery Best Practices. Environment Sizing - CA Business Intelligence has environment sizing guidelines that SAP provides. For more information about the environment sizing guidelines for CA Business Intelligence, navigate to the SAP Community Network at and search for Enterprise XI R2 Sizing Recommendations Guide. CA Business Intelligence Reports - Many of the CA Business Intelligence reports are designed for use with SAP Crystal Reports and BusinessObjects XI. Currently, 184 of the 211 default CA Service Desk Manager reports are compatible with Crystal Reports. The remaining reports are divided into 16 Web Intelligence and 11 Dashboard reports. A separate license for SAP Crystal Reports Developer Edition is required to modify any of the Crystal Reports provided by CA Technologies. Using the BusinessObjects Web Intelligence component that is provided with CA Business Intelligence allows you to create new reports without this additional license. 16 Chapter 1: Overview

17 Chapter 2: The BusinessObjects Enterprise Architecture Overview The following components are included in a complete deployment of BusinessObjects Enterprise with CA Service Desk Manager: Client tools BusinessObjects Enterprise services DataDirect ODBC connection This chapter discusses the individual roles of the BusinessObjects Enterprise components and how they interact with each other and with the data sources. Client Tools The client tools are rich client applications that provide users with access to BusinessObjects Enterprise Server functions. The client tools are only available for Windows-based operating systems. However, the tools can connect to servers running on other operating systems. CA Business Intelligence includes the following client tools: Business View Manager The Business View Manager is a thick-client application that administrators or data managers can use to build a single way to access data from separate data sources. You can use this tool to create reports and integrate data from separate sources. You can bring together data from multiple data collection platforms across application boundaries. As a result, the differences in data resolution, coverage, and structure between collection methods are eliminated. For more information about this tool, see the BusinessObjects Enterprise Administrator's Guide. CA Business Intelligence for CA Service Desk Manager 17

18 Client Tools BusinessObjects Enterprise Central Management Console (CMC) The CMC is a web-based application that provides a single interface to perform daily administrative tasks, including user management, content management, and server management. BusinessObjects Enterprise Java InfoView BusinessObjects Enterprise Java InfoView is a web-based application that end users can use to view, schedule, and manage published reports. Central Configuration Manager (CCM) The CCM is a thick-client application that administrators can use to control, manage, and troubleshoot the Service Intelligence Agent. Most server management tasks are now handled through the CMC, not in the CCM. In previous versions of BusinessObjects Enterprise, the CCM was the primary tool for server management. The CCM is now used only for troubleshooting and node configuration. Data Source Migration Wizard The Data Source Migration Wizard is a thick-client application that administrator or data managers can use to migrate reports that are based on Crystal queries, dictionaries, and InfoViews to a BusinessObjects Enterprise deployment. Designer (also known as the Universe Designer) The Designer is a thick-client application that an administrator can use to create and manage universes and their connections. Desktop Intelligence While an unregistered version of Desktop Intelligence is provided with the CA Business Intelligence installation, it is not supported for use with CA Service Desk Manager. Diagnostic Tool (also known as the Deployment Diagnostic Tool) The Diagnostic Tool is a thick client application that administrators can use to rest the key components of a BusinessObjects Enterprise environment. Import Wizard The Import Wizard is a thick-client application that administrator can use to import users, groups, objects, or folder content from other Crystal or BusinessObjects Enterprise deployments. 18 Chapter 2: The BusinessObjects Enterprise Architecture

19 Client Tools Publishing Wizard The Publishing Wizard is a thick-client application that administrators or data managers can use to add files to the CA Business Intelligence repository as a batch process. As a result, any CA Business Intelligence supported file (Crystal Reports, Microsoft Word documents, PDF files) can be placed into the InfoView interface for access by end users. Query as a Web Service Query as a Web Service is a thick-client application that administrators or data managers (with Administrative access) can use to create queries and publish them as web services. You create a query as a SQL statement that is built on a BusinessObjects Universe. You publish the query as a web service to a host server that manages web services. The query is then available to any application that uses web services. Users can access data that the query returns from within the application, allowing information to be securely delivered to any application that can consume web services. Query Builder The Query Builder is a web-based application that administrators can use to query the CA Business Intelligence metadata in the CMS database. Report Conversion Tool The Report Conversion Tool is a thick-client application that administrators and report designers can use to convert their Desktop Intelligence Reports in Web Intelligence format. This application is delivered with the CA Business Intelligence installation. However, CA Service Desk Manager does not support the Desktop Intelligence component. Therefore, this application has limited use. Software Inventory Tool The Software Inventory Tool is a thick-client application that administrators can use to create and maintain an inventory of all changes made to BusinessObjects software using Business Objects installations. The administrator can use this tool to view the changes. Translation Manager The Translation Manager is a thick-client application providing a framework for report designers to support multilingual reports. A designer can create one report for a multilingual audience instead of creating a report for each language. Using the Translation Manager, you translate the Universe and report metadata. The translations are saved in the Universe and report documents, and display in the language of the reader at query and reporting time. Note: For information about how to create custom or derived Universes, see the CA Service Desk Manager Implementation Guide. CA Business Intelligence for CA Service Desk Manager 19

20 Job Roles and Client Tools Universe Builder The Universe Builder is a thick-client application that administrators and data managers can use to create Universes from XML metadata sources and Oracle Analytic Services. Web Intelligence Web Intelligence is a web-based application that provides business users with an interactive and flexible interface to build reports and analyze the data in the organization. Web Intelligence Rich Client Web Intelligence Rich Client is a thick client application that report designers can use to create Web Intelligence Reports and publish the reports to the BusinessObjects environment. Crystal Reports Designer (purchased separately from SAP) is an additional client tool that is not included with CA Business Intelligence, but is often used to create and modify Crystal Reports. Database experts and application developers can use Crystal Reports Designer to create and integrate complex reports for users to view in InfoView. Note: You can use InfoView to view Crystal Reports natively. However, the Crystal Reports Designer component is required to modify or create Crystal Reports. Job Roles and Client Tools As noted in the previous section, BusinessObjects Enterprise includes and interacts with many BusinessObjects client tools. Based on your role, various client tools may be used. The following is a list of each potential job role accompanied by a list of client tools. Depending on your role, the following tools help you meet your needs. Business Users InfoView Web Intelligence Web Intelligence Rich Client Administrators Business View Manager Central Management Console 20 Chapter 2: The BusinessObjects Enterprise Architecture

21 Job Roles and Client Tools InfoView Data Source Migration Wizard Designer Diagnostic Tool Import Wizard Publishing Wizard Query as a Web Service Query Builder Software Inventory Tool Universe Builder Report Designers InfoView Publishing Wizard Translation Manager Web Intelligence Web Intelligence Rich Client Crystal Reports Designer Data Manager Business View Manager InfoView Data Source Migration Wizard Designer Publishing Wizard Query as a Web Service Universe Builder CA Business Intelligence for CA Service Desk Manager 21

22 CA Business Intelligence Servers CA Business Intelligence Servers A CA Business Intelligence server is an operating system level process that hosts one or more CA Business Intelligence services. Some examples include the Central Management Server (CMS) and Adaptive Processing Server. You can implement a BusinessObjects Enterprise installation in many ways. The primary decision to make when determining the correct configuration for your implementation is the location to install the CA Business Intelligence server components. Several CA Business Intelligence server components are typically installed together because they deliver the same category of service. The category of service may include services that are required on a web server or a repository server. The following information provides a list of the available CA Business Intelligence servers, and the associated services that each CA Business Intelligence server hosts. In the situation where the name of the service is not descriptive enough, additional information is provided about the function of the service. Adaptive Job Server The Adaptive Job Server is a specialized job server that hosts and acts as a container for other BusinessObjects Enterprise services, including the following services: Replication Service Web Intelligence Scheduling and Publishing Services Destination Configuration Service Adaptive Processing Server The Adaptive Processing Server is a generic server that hosts BusinessObjects Enterprise services that are responsible for processing requests. The hosted services include the following services: Business Process BI Service. Receives report requests from the web application and coordinates activities that are necessary to return the processed report in response. Client Auditing Proxy Service. Collects auditing information from Rich Desktop and Web Intelligence Clients. Publishing Post Processing Service. Performs post processing of a publication job, including PDF merging. Publishing Service. Coordinates object publication. Search Service. Processes search requests and executes search indexing. 22 Chapter 2: The BusinessObjects Enterprise Architecture

23 CA Business Intelligence Servers Central Management Server The Central Management Server is responsible for managing and controlling all of the operating environment services, and hosts the following services: Central Management Service Single Sign-on Service Connection Server The Connection Server is responsible for handling connection and interaction with data sources. This server hosts the following service: Connection Service. Provides a database connection to other BusinessObjects servers. Crystal Reports Cache Server The Crystal Reports Cache Server intercepts report requests that are sent from clients to the page server. If the request cannot be fulfilled from the cache, the request is passed to the page server. The page server executes the report and returns the results. The cache server caches the report for future use and sends the report to the viewer. This server hosts the following service: Crystal Reports Cache Service. Creates and maintains a cache of recently viewed reports. Crystal Reports Job Server The Crystal Reports Job Server processes, at the request of the CMS, scheduled actions involving Crystal Reports. Actions include processing reports or sending objects or report instances to specified destinations. Crystal Reports Processing Server The Crystal Reports Processing Server works closely with the Crystal Reports Cache Server to respond to page requests made by the Cache server. This server processes reports and generates the EPF formatted pages. This server hosts the following service: Crystal Reports Processing Service Dashboard Analytics Server The Dashboard Builder uses the Dashboard Analytics Server to create and manage dashboard analytic content. This server hosts the following service: Dashboard Analytics Service CA Business Intelligence for CA Service Desk Manager 23

24 CA Business Intelligence Servers Dashboard Server The Dashboard Builder uses the Dashboard Server to create and manage dashboards. This server hosts the following service: Dashboard Service Desktop Intelligence Cache Server CA Service Desk Manager does not need the Desktop Intelligence Cache Server. Desktop Intelligence Job Server CA Service Desk Manager does not need the Desktop Intelligence Job Server. Desktop Intelligence Processing Server CA Service Desk Manager does not need the Desktop Intelligence Processing Server. Destination Job Server The Destination Job Server processes scheduled actions at the request of the CMS. Actions include processing reports or sending objects or report instances to specified destinations. Event Server The Event Server monitors the system for file-based events that can act as a trigger to execute a report. The Event Server notifies the CMS to help ensure that all configured jobs are initiated as appropriate in response to the event. This server hosts the following service: Event Service. Monitors file-based events. Input File Repository Server The Input File Repository Server stores report and program objects that have been published to the system. This server hosts the following service: Input Filestore Service List of Values Job Server The List of Values Job Server acts as a specialized container to manage distinct data values that are associated with an object in BusinessObjects Enterprise. 24 Chapter 2: The BusinessObjects Enterprise Architecture

25 CA Business Intelligence Servers Output File Repository Server The Output File Repository Server stores all of the report instances that the system generates. This server hosts the following service: Output Filestore Service PM Metrics Server The Dashboard and Analytics Server use the PM Metrics Server to populate the metrics that are created using the Metric Engine. This server hosts the following service: PM Metric Aggregation Service PM Repository Server The Dashboard and Analytics Server use the PM Repository Server to read and store performance information from the Dashboard and Analytics repository. This server hosts the following service: PM Repository Management Service PM Rules Server The Dashboard and Analytics Server use the PM Rules Server to create rules and alerts. The rules and alerts can be used to automate the actions in response to specific events. This server hosts the following service: PM Rules Service Predictive Analysis Server The Predictive Analysis Server performs data mining to provide insight through dashboards. This server hosts the following service: Predictive Analysis Service Process Analysis Server The Process Analysis Server monitors server activity. This server hosts the following service: Process Analysis Service CA Business Intelligence for CA Service Desk Manager 25

26 CA Business Intelligence Servers Program Job Server The Program Job Server runs executable objects on a preconfigured schedule. This server hosts the following services: Destination Configuration Service Web Intelligence Scheduling and Publishing Service Replication Service Publication Job Server The Publication Job Server processes requests from the CMC and InfoView and sends the appropriate response to the specified destination. This server hosts the following services: Destination Configuration Service Web Intelligence Scheduling and Publishing Service Replication Service Report Application Server The Report Application Server provides on demand reporting capabilities that allow you to create and modify Crystal reports. You can also use this server to resolve the Dynamic Recipient Lists at report runtime or during the design phase when working with publications. Sets Profile Server The Sets Profile Server manages the Performance Management profile information. This server hosts the following service: Sets Profile Service Sets Query Server The Sets Query Server executes the Performance Management set queries. This server hosts the following service: Sets Query Service 26 Chapter 2: The BusinessObjects Enterprise Architecture

27 CA Business Intelligence Servers Web Intelligence Processing Server The Web Intelligence Processing Server is a specialized server that takes the Web Intelligence report and coordinates with other servers to run the report and return the results. This server hosts the following services: Single Sign-On Service Web Intelligence Processing Service Web Application Container Server CA Service Desk Manager does not need the Web Application Container Server because the CMC is hosted on Apache Tomcat. The following sample block diagram includes the complete list of all BusinessObjects client and server components. This sample diagram is provided to help you understand how the various components work together. Not all components in this diagram are delivered with CA Business Intelligence. CA Business Intelligence for CA Service Desk Manager 27

28 How BusinessObjects Enterprise Processes Information How BusinessObjects Enterprise Processes Information When tasks are performed in the BusinessObjects Enterprise system, information flows through the system and the various components and servers communicate with each other. The following scenarios are provided to help you understand how the communication works: 1. Logging in to BusinessObjects Enterprise (see page 28) 2. Viewing a Crystal Report On Demand (see page 30) 3. Viewing a Web Intelligence Document On Demand (see page 32) 4. Setting a Schedule for Crystal Reports (see page 34) Logging in to BusinessObjects Enterprise In this scenario, you trace the activity in the system to accomplish the login process, as illustrated in the following example: 28 Chapter 2: The BusinessObjects Enterprise Architecture

29 How BusinessObjects Enterprise Processes Information The following process describes how to log in to BusinessObjects Enterprise: 1. Step 1 - The request originates from a web client (for example, InfoView) as is passed using the Web Server to the Web Application Server. 2. Step 2 - The Web Application Server processes the login request where it determines that the request is a login request. Based on the authentication type, the Web Application Server sends the appropriate credentials to the CMS for authentication. 3. Step 3 - The CMS validates the credentials using the appropriate authentication method and confirms the access permissions for the user in the CMS System database. After successful validation, the CMS creates a session for the user in its own memory. 4. Step 4 - The CMS then sends a response to the Web Application Server indicating that the validation was successful. The Web Application Server generates a login token for the user session in its memory. For the rest of the session, the Web Application Server uses the login token to validate the user. 5. Step 5 - At this point, the Web Application Server generates the response to return to the client, which is sent using the Web Server rendered in the Web Client. CA Business Intelligence for CA Service Desk Manager 29

30 How BusinessObjects Enterprise Processes Information Viewing a Crystal Report On Demand In this scenario, you trace the activity in the system to view a Crystal Report on demand, as illustrated in the following example: The following process describes how to view a Crystal Report on demand: 1. Step 1 - The Web Client (for example, InfoView) sends the view on demand report request using the Web Server to the Web Application Server. 2. Step 2 - The Web Application Server accepts the values that are sent in the report request. The Web Application Server determines that the request is to view the selected Crystal Report object. The Web Application Server sends a request to the CMS to verify that the user has the correct permissions to view the object. 30 Chapter 2: The BusinessObjects Enterprise Architecture

31 How BusinessObjects Enterprise Processes Information 3. Step 3 - The CMS verifies the user permissions in the CMS System database. 4. Step 4 - The CMS sends a response to the Web Application Server to confirm that the user has sufficient permissions to view the object. 5. Step 5 - The Web Application Server then sends a request to the Crystal Reports Cache Server requesting the report object. 6. Step 6 - The Crystal Reports Cache Server verifies if the report page already exists. Unless the report meets the requirements for On Demand report sharing (within a set time of another On Demand request, same rights, database login, parameters), the Crystal Reports Cache Server sends a request to the Crystal Reports Page Server to generate a new instance of the page. By default, the set time is zero. For example, if the same report was recently requested by a user with the same access rights, login details, and parameters, the report generated by this request is returned. 7. Step 7 - The Crystal Reports Page Server requests the report object from the Input File Repository Server. The Input File Repository Server sends a copy of the object back to the Crystal Reports Page Server. The Crystal Reports Page Server opens the report in memory and verifies if it contains data. 8. Step 8 - If the report object does not contain data, the Crystal Reports Page Server connects to the database to collect the report data. The database returns the data to the Crystal Reports Page Server. The Crystal Reports Page Server processes the report and holds the report in temporary files until it reaches a 60 minute idle time. After the idle time is reached, the temporary files are deleted from memory. 9. Step 9 - The Crystal Reports Page Server sends the report file to the Crystal Reports Cache Server. 10. Step 10 - The Crystal Reports Cache Server stores a copy of the report file in its cache directory. The Crystal Reports Cache Server sends the report file to the Web Application Server. 11. Step 11 - The Web Application Server then forwards the report file to the Web Server, which sends it to the user s computer where it is rendered in the Web Client. CA Business Intelligence for CA Service Desk Manager 31

32 How BusinessObjects Enterprise Processes Information Viewing a Web Intelligence Document On Demand In this scenario, you trace the activity in the system to view a Web Intelligence Document on demand, as illustrated in the following example: The following process describes how to view a Web Intelligence Document on demand: 1. Step 1 - The Web Client sends the request to view a Web Intelligence Report through the Web server to the Web Application Server. 2. Step 2 - The Web Application Server interprets the request and determines that the request is to view a Web Intelligence document. The Web Application Server sends a request to the CMS to verify that the user has the correct permissions to view the object. 32 Chapter 2: The BusinessObjects Enterprise Architecture

33 How BusinessObjects Enterprise Processes Information 3. Step 3 - The CMS checks the system database to verify the user permissions. 4. Step 4 - The CMS sends a response to the Web Application Server to confirm that the user has sufficient permissions to view the object. 5. Step 5 - The Web Application Server sends a request to the Web Intelligence Report Server requesting the report. 6. Step 6 - The Web Intelligence Report Server requests the report and Universe file from the Input File Repository Server. The Input File Repository Server sends a copy of the report to the Web Intelligence Report Server. The Web Intelligence Report Engine opens the report in memory and verifies if the Refresh on open property of the Web Intelligence document is set. If is property is set to yes, it generates the SQL query that the report is based on. If the property is not set, the report will use the latest available copy of the report. 7. Step 7 - The Connection Server connects to the database to execute the SQL query. The query data is returned through the Report Engine where the report is processed. 8. Step 8 - The Web Intelligence Report Server sends the report page to the Web Application Server. 9. Step 9 - The Web Application Server sends the report page to the Web Server, which then forwards the completed report to be rendered to the user's Web Client. CA Business Intelligence for CA Service Desk Manager 33

34 How BusinessObjects Enterprise Processes Information Setting a Schedule for Crystal Reports In this scenario, you trace the activity in the system to set a schedule for Crystal Reports, as illustrated in the following example: Note: Setting a schedule for a Web Intelligence Report works in a similar fashion. The following process describes how to set a schedule for Crystal Reports: 1. Step 1 - The Web Client submits a schedule request using the Web Server to the Web Application Server. 2. Step 2 - The Web Application Server interprets the request and determines that it is a schedule request. The Web Application Server then sends the following data to the CMS: Database login values Destination 34 Chapter 2: The BusinessObjects Enterprise Architecture

35 CA Business Intelligence and CA Service Desk Manager Communication Format Parameter values Schedule time 3. Step 3 - The CMS verifies that the user has the necessary permissions to schedule the object. If the user has sufficient permissions, the CMS adds a new record to the CMS system database. The CMS also adds the instance to its list of pending schedules. CA Business Intelligence and CA Service Desk Manager Communication CA Business Intelligence reports against the CA Service Desk Manager Universe using the Data Direct ODBC driver to retrieve data from the CA MDB for CA Service Desk Manager. All requests must be routed through the Data Direct ODBC which communicates with the CA Service Desk Manager Web Engine. The CA Service Desk Manager Web Engine component manages the ODBC connections. When you execute a CA Business Intelligence report or click the Reports tab in CA Service Desk Manager, an ODBC session is created. All requests must be routed through the Data Direct ODBC which communicates with the CA Service Desk Manager Web Engine. For more information about Data Direct ODBC setup and configuration, see Configure the CMS ODBC (see page 43). CA Business Intelligence for CA Service Desk Manager 35

36 CA Business Intelligence and CA Service Desk Manager Communication Querying CA Service Desk Manager with BusinessObjects Enterprise You can execute a query using BusinessObjects Enterprise against the CA Service Desk Manager database using a client tool such as Web Intelligence, as illustrated in the following diagram: The following process describes how to query CA Service Desk Manager with BusinessObjects Enterprise: 1. A report is executed on a client tool, for example, InfoView. 2. The SQL query passes through the Data Direct ODBC client driver which is installed on the BusinessObjects XI server. The ODBC client communicates with the Data Direct ODBC Server that is installed on the CA Service Desk Manager server. 3. The Data Direct ODBC server sends the query to the CA Service Desk Manager web engine. 4. The query passes through the CA Service Desk Manager domsrvr and the native query is executed on the DBMS. 5. The process follows the same steps, in reverse order, to return the query results. 36 Chapter 2: The BusinessObjects Enterprise Architecture

37 CA Service Desk Manager and BusinessObjects Enterprise Authentication Integration Details CA Service Desk Manager and BusinessObjects Enterprise Authentication Integration Details In CA Service Desk Manager Release 12.6, the integration uses the Trusted Principal Authentication (TPA) mechanism for authentication. TPA is implemented within a new servlet that does the following: 1. Receives session token (BOPSID) and USERID. 2. Validates the session token (BOPSID) that is passed to Servlet. 3. If the validation is successful, it constructs the report/infoview URL with a logon token appended to it. The following diagram illustrates the integration flow from CA Service Desk Manager: CA Business Intelligence for CA Service Desk Manager 37

38 CA Service Desk Manager and BusinessObjects Enterprise Authentication Integration Details The following process describes the integration flow: Note: This flow is the same, even for viewing reports in the Reports tab of CA Service Desk Manager. a. In the CA Service Desk Manager web interface, the browser sends a request to retrieve a session token (BOPSID) value from the CA Service Desk Manager webengine. b. The webengine sends a request to the CA Service Desk Manager boplgin component to retrieve the session token (BOPSID) value and return it back to the browser. c. The browser constructs a URL with the session token (BOPSID) value appended and sends this URL to the servlet. d. The servlet validates the session token (BOPSID) value with the boplgin component and then executes the TPA authentication code to create a session with BusinessObjects. e. If successfully authenticated by the boplgin component and BusinessObjects, the servlet retrieves a logon token which is sent to the browser. f. The browser appends the BusinessObjects logon token to the report URL and is sent to the BusinessObjects server. 38 Chapter 2: The BusinessObjects Enterprise Architecture

39 Chapter 3: Installing CA Business Intelligence How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Complete the following steps to install and integrate CA Business Intelligence and CA Service Desk Manager: 1. Verify that your environment meets the CA Business Intelligence hardware requirements (see page 39). 2. Configure SQL Server as the CMS database (see page 40). 3. Configure an ODBC connection to the CMS database (SQL Server) (see page 43). 4. Install CA Business Intelligence (see page 44). 5. Configure CA Business Intelligence (see page 50). 6. Integrate CA Business Intelligence and CA Service Desk Manager (see page 55). CA Business Intelligence Hardware Requirements The following requirements must be met for the product to install and operate properly. Do not continue with the installation until you have verified these requirements. Component Processor Memory Requirement Minimum: 2 GHz Pentium 4-class Minimum: 2 GB Recommended: 4 GB Free Disk Space 5.6 GB - BusinessObjects Enterprise complete installation 6.75 GB - BusinessObjects Enterprise patch installation 2 GB - BusinessObjects Enterprise Client patch installation 400 MB - BusinessObjects Live Office patch installation (Optional) CA Business Intelligence for CA Service Desk Manager 39

40 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Component Requirement 0.2 GB - BusinessObjects Process Tracker (Optional) The Central Management Server (CMS) Database BusinessObjects Enterprise XI Release 3.1 requires a database to store information about users and groups, security levels, BusinessObjects Enterprise XI content, and servers. The primary database, which the BusinessObjects Central Management Server maintains, is known as the CMS database. CA Business Intelligence provides an option to install its own version of MySQL for the CMS. However, we recommend that you use Microsoft SQL Server as the database for a large implementation. For more information about how to configure CA Business Intelligence for a different database, see the CA Business Intelligence Implementation Guide. How to Configure SQL Server as the CMS Database You can complete the following steps to configure SQL Server as the CMS database for CA Business Intelligence. In this example, SQL Server 2008 is configured as the CMS database. 1. (Optional) If your server is operating on Windows 2003, complete the following steps to download and install the Microsoft Windows 2003 Server operating environment patch KB925336: a. Open a browser and navigate to The Microsoft Support page appears. b. Enter in the Search text box and click Search. The search results appear. c. Click the appropriate article in the search results. Important! Multiple articles appear in the search results. Verify that you select the correct article and that Article ID: appears at the top of the article. d. Complete the instructions that are documented in the article, which includes downloading and installing the patch. Note: For a 32-bit operating environment, the file name is WindowsServer2003-KB x86-ENU.exe. For a 64-bit operating environment, the file name is WindowsServer2003.WindowsXP-KB x64-ENU.exe. 40 Chapter 3: Installing CA Business Intelligence

41 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 2. Create a database and login ID that is configured as an owner of the database with SQL Server authentication. This login ID is used during the DSN setup portion of the installation. 3. (Optional) If the default has been changed, configure your database client and server to use Unicode character encoding (such as UTF-8). 4. Create a 32-bit ODBC Data Source connection to the CMS and CMS Audit databases on the BusinessObjects XI or CA Business Intelligence Application Server. Note: CA Business Intelligence requires a 32-bit ODBC connection. If you are installing CA Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create the ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder. The default SQL Initial Size and Auto growth settings for the CMS database should be appropriate. An exception is when you anticipate having many objects (reports, users, and so on) in your implementation. To help you estimate, a system with 10,000 objects is projected to require 33 MB of free disk space. Configure a CMS Database (SQL Server 2008) You can configure a CMS database on SQL Server 2008, assign an owner, and set it as the default database. To configure a CMS database (SQL Server 2008) 1. Log in to SQL Server 2008 Management Studio using either Windows Authentication or SQL Authentication. Use an account that has privileges to create SQL users and databases. 2. Expand the Security folder and right-click Logins, New Login. The Login New dialog appears. 3. Enter information in the following fields: Login name Type a login name for SQL Server 2008, for example, BO_User. SQL Server authentication Select this option button. CA Business Intelligence for CA Service Desk Manager 41

42 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Password Type and confirm the password for SQL Server 2008 in the Password and Confirm password fields. 4. Click OK. The new login is saved. 5. In Microsoft SQL Server Management Studio, right-click the Databases folder and select New Database. The New Database dialog appears. 6. Enter information in the following fields: Database name Type a name for the CMS database, for example, BO_CMS. Owner Type the login name or click the ellipses ( ) to select the login name that you previously created, for example, bo_user. 7. Click OK. The new database is created, as illustrated in the following example: 42 Chapter 3: Installing CA Business Intelligence

43 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 8. Right-click the user name (for example, BO_User) under the Security folder and select Properties. The properties for the user that you previously created appear. 9. Select the database that you previously created (for example, BO_CMS) from the default database drop-down list. 10. Click OK. The selected database is assigned as the default database. Configure an ODBC Connection to the CMS Database (SQL Server) Configure an ODBC connection to the CMS database to install CA Business Intelligence using SQL Server as the CMS database. To complete this task, you must have the database login that you previously created in Configure a CMS Database (SQL Server 2008) (see page 41). Note: CA Business Intelligence requires a 32-bit ODBC connection. If you are installing CA Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create the ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder. To configure an ODBC connection to the CMS database on SQL Server Note: If you use a 64-bit operating environment, complete the following two steps on the CA Business Intelligence application server. 1. Using Windows Explorer, navigate to the <WINDIR>/SYSWOW64 folder. 2. Execute ODBCAD32.exe to open the 32-bit ODBC Configuration window. 3. If you use a 32-bit operating environment, use the Control Panel (Administrative Tools) to open the ODBC Data Sources tool. The 32-bit ODBC Configuration window opens. 4. Click the System DSN tab on the ODBC Data Source Administrator dialog, and click Add. The Create New Data Source dialog appears. 5. Select SQL Server and click Finish. The Create a New Data Source to SQL Server dialog appears. CA Business Intelligence for CA Service Desk Manager 43

44 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 6. Enter information in the following fields: Name Type a name for the DSN, for example, CMS_DSN. Description Type a description for the DSN, for example, DSN for BO_CMS database. Server Select the SQL Server instance that you previously configured. 7. Click Next. The login credentials verification dialog appears. 8. Complete the following steps: a. Select SQL Server authentication. b. Type the Login ID and Password that was previously used during the database configuration, for example, BO_User and <bo_password>. c. Click Next. 9. Accept the default settings on the subsequent dialog. 10. Click Next, and then Finish. The ODBC Microsoft SQL Server Setup dialog appears. 11. Click Test Data Source to verify that the connection works. View the connection results in the SQL Server ODBC Data Source Test dialog. Install CA Business Intelligence (SQL Server) To successfully install CA Business Intelligence on Microsoft Windows, log in as a local administrator or as a member of the local administrators group. Note: We recommend that you copy the installation media onto the server where you will install CA Business Intelligence. 44 Chapter 3: Installing CA Business Intelligence

45 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) To install CA Business Intelligence using a SQL Server database 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 3. Click the Product Installs tab and click the CA Business Intelligence Installation link. 4. Click Next on the Introduction dialog. The License Agreement dialog appears. 5. Accept the License Agreement and click Next. The Sample Database and Templates dialog appears. 6. (Optional) Select the Yes option button to install the sample templates. CA Business Intelligence installs the sample database and templates. The samples include the efashion and Island Resorts Marketing Universes and sample report templates that are based on the two databases. Use the templates as an example to create different types of reports. 7. Click Next. The Generate Response File dialog appears. 8. Select No if you do not want to perform a silent installation. The CA Business Intelligence installation allows you to create a response file for silent installations. 9. Click Next. The Review Settings dialog appears. 10. Click Install. The BusinessObjects Enterprise Installer starts. 11. Click Next and follow the on-screen instructions. 12. Accept the BusinessObjects License Agreement and click Next. CA Business Intelligence for CA Service Desk Manager 45

46 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 13. Select the required language package. BusinessObjects provides a single installation for multiple languages in addition to English. 14. Click Next. The Install Type dialog appears. 15. Select the Install Type as New, as shown in the following example: Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You can optionally change the installation location by clicking Browse. 16. Click Next. The Server Components Configuration dialog appears. 17. Specify the CMS port number and password for the CA Business Intelligence Administrator account. Note: The default port number is When implementing an integrated environment with two or more CA Technologies solutions, verify that you do not have any conflicts with this port number. 46 Chapter 3: Installing CA Business Intelligence

47 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 18. Click Next. The Server Intelligence Agent dialog appears. BusinessObjects XI Release 3 installs a Server Intelligence Agent to simplify the deployment and management of the BusinessObjects Enterprise Server. 19. Accept the default Node Name and port number and click Next. The CMS Database Information dialog appears, as shown in the following example: 20. Complete the following steps: a. Select SQL Server (ODBC) for the CMS Database. b. Click Browse to select the ODBC DSN. 21. Click Next. The SQL Server Logon dialog appears. CA Business Intelligence for CA Service Desk Manager 47

48 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 22. Enter information in the following fields, as shown in the following example: Data Source Name Select CMS_DSN as the data source name. Login ID Type the login ID for the BO_User. Password Type the password for the BO_User. Consume DSN created under WOW64 (64-bit operating environment) Select this check box. 23. Click OK. The login credentials are saved and the Select Web Application Server dialog appears, as shown in the following example: 48 Chapter 3: Installing CA Business Intelligence

49 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 24. Select the Java Web Application Server check box. Note: The integration between CA Service Desk Manager and CA Business Intelligence requires Tomcat as a web server. The BusinessObjects documentation recommends having BusinessObjects XI on its own instance of a Tomcat server. 25. Click Next. The Configure Tomcat server dialog appears. 26. Accept the default values or type the relevant port numbers. Note: The default Tomcat connection port number is If another Tomcat instance is operating on port 8080 on the server, you can change the default port number to another available port such as Click Next to Start the installation. Note: The installation process will take some time to complete. The installation progress bar does not provide an accurate indication for how long the installation will take to complete. This process takes approximately 30 minutes before you must respond. CA Business Intelligence for CA Service Desk Manager 49

50 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 28. Click Finish on the CA Business Intelligence installation dialog. The CA Business Intelligence installer starts applying BusinessObjects XI patches. This process may take approximately minutes to complete. 29. When prompted, restart the server after the patches have been applied. The CA Business Intelligence installation is complete after rebooting the server. Configure CA Business Intelligence After you successfully install CA Business Intelligence, start the CA Business Intelligence configuration. The configuration completes the following tasks: Install the data direct ODBC driver. Deploys the default CA Service Desk Manager reports and the CA Service Desk Manager Universe. Creates the default users and groups within CA Business Intelligence. To configure CA Business Intelligence 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 50 Chapter 3: Installing CA Business Intelligence

51 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 3. Click the Product Installs tab and click the CA Business Intelligence Configuration link, as shown in the following example: 4. Click Next on the Welcome dialog. The CA Business Intelligence Configuration dialog appears, as shown in the following example: Note: If CA Business Intelligence is installed on a server that contains CA Service Desk Manager components (the CA Service Desk Manager Secondary server), the ODBC client is automatically installed. As a result, the CA Business Intelligence Configuration dialog appears different from the following example. CA Business Intelligence for CA Service Desk Manager 51

52 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 5. Specify the following information: BI Admin User Name Type the same user name (Administrator) that you specified during the CA Business Intelligence installation. BI Admin Password Type the same password that you specified during the CA Business Intelligence installation. CA Service Desk Manager Admin User Name Type ServiceDesk for the administrator user name. 52 Chapter 3: Installing CA Business Intelligence

53 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) CA Service Desk Manager Admin Password Type the password for the administrator user name. CA Service Desk Manager Primary Host Specify ServiceDesk Primary Host as the primary host. Default ODBC port number Specify as the default ODBC port number. Default ODBC installation location The default ODBC installation location is C:\Program Files\CA\SC\CASD_ODBC. Based on your requirements, you can change this location. The option Use Data Direct ODBC 6.0 Driver installs and configures the ODBC driver. If a previous version of driver exists on the server, this option updates the driver to version 6.0. The CA Service Desk Manager Universe uses and requires this version. 6. Click Finish. The configuration is complete. A CA Service Desk Manager data source is available on the System DSN tab of ODBC Data Sources. Note: CA Business Intelligence requires a 32-bit ODBC connection. If you are installing CA Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create the ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder. 7. Double-click the ODBC connection and click Test Connect, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 53

54 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) The Logon to Data Source dialog appears. 8. Type the Service Desk Privileged User Name and Password in the Data Source User Name and Data Source Password fields. 9. Click OK. The Connection test was successful message appears. 54 Chapter 3: Installing CA Business Intelligence

55 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Integrate CA Business Intelligence and CA Service Desk Manager To integrate with CA Business Intelligence, CA Service Desk Manager uses Trusted Principal Authentication. Trusted Authentication provides a single sign-on solution to integrate BusinessObjects Enterprise authentication with CA Service Desk Manager authentication. Once CA Service Desk Manager establishes a trust with the Central Management Server, trusted authentication can be used. Trusted Authentication allows users to log in without providing their passwords several times during a session. User accounts must exist in CA Business Intelligence either through manual entry or using LDAP, and in the CA Service Desk Manager contact table for the solution to work. To set up Trusted Principal Authentication and integrate CA Business Intelligence and CA Service Desk Manager 1. Select Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise. The CA Business Intelligence server is used to log in to the Central Management Console as the CA Business Intelligence Administrator. 2. Navigate to Users and Groups and click User List. The available list of users appears. 3. Click the Manage drop-down list and select New, New User as shown in the following example: CA Business Intelligence for CA Service Desk Manager 55

56 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) The New User dialog appears. 4. Enter information in the following fields: Account Name Type the name for the account. In this example, enter ServiceDesk. Password Type and confirm the password for the ServiceDesk privileged user. This password must match the password that is used during the configuration of the ServiceDesk privileged user. 5. Click Create & Close. The login credentials are saved. 6. Return to the User List window. 7. Right-click the ServiceDesk user and select Member Of, as shown in the following example: The Join Group: ServiceDesk window appears. 8. Add Administrators and CA Universe Developer groups to the ServiceDesk user using the arrows. 56 Chapter 3: Installing CA Business Intelligence

57 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 9. Click OK. The selected groups are added to the ServiceDesk user. 10. Select Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise. The Log On to InfoView dialog appears. 11. Log in to InfoView as the ServiceDesk user. 12. Click Document List and navigate to the CA Reports folder. 13. Right-click the Asset List report that is located under the Asset folder and click View to confirm that the report executes correctly. The report appears, as shown in the following example: 14. Log in to the CA Service Desk Manager web interface as an administrator or as a user having administrative permissions. 15. Navigate to the Administration tab and select the Options Manager, Web Report node. 16. Click the bo_server_auth option and complete the following steps: a. Click Edit. b. Select secenterprise from the drop-down list. c. Click Install. d. Verify that the bo_server_auth option is installed. e. Close the window. CA Business Intelligence for CA Service Desk Manager 57

58 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 17. Click the bo_server_cms option and complete the following steps: a. Click Edit. b. Specify the CMS server and port number (CA Business Intelligence Server: 6400). c. Click Install. d. Verify that the bo_server_cms option is installed. e. Close the window. 58 Chapter 3: Installing CA Business Intelligence

59 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 18. Click the bo_server_location option and complete the following steps: a. Click Edit. b. Change the URL value ( BI Server:8070). Note: This port number must match the Tomcat port number that you specified during the CA Business Intelligence installation. c. Click Install. d. Verify that the bo_server_location option is installed. e. Close the window. 19. Restart the CA Service Desk Manager Service using the Windows Services Control Panel. 20. Log in to the Central Management Console as the CA Business Intelligence Administrator. 21. Click the Authentication link and select Enterprise. The Enterprise window appears, as shown in the following example: 22. Enter information in the following fields: Trusted Authentication is enabled Select this check box. CA Business Intelligence for CA Service Desk Manager 59

60 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Shared secret Type a value for the Shared secret password. 23. Click Update. The Trusted Authentication option and Shared secret password are saved. 24. On the CA Service Desk Manager primary server, navigate to the NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd directory. 25. Using a text editor, open the TrustedPrincipal.conf file. 26. Change the Shared Secret value to match the value that you previously entered in the Central Management Console. 27. Save and close the file. The Shared Secret password is saved. 28. On the CA Business Intelligence server, navigate to the \CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF directory. 29. Using a text editor, open the WEB.XML file. 30. Edit the file based on the information in the following table: Parameter Name Default Value New Value Opendoc.cms.default Hostname: port of your CMS Type the appropriate host name and port number of your BusinessObjects Central Management Server Opendoc.siteminder.enabled true false Opendoc.sso.enabled false true Opendoc.trusted.auth.user.retr ieval Opendoc.trusted.auth.user.par am (blank) (blank) REMOTE_USER Sample: <context-param> <param-name> Opendoc.trusted.auth.user.retrieval </param-name> <param-value> REMOTE_USER </param-value> </context-param> (blank) 60 Chapter 3: Installing CA Business Intelligence

61 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) Parameter Name Default Value New Value Opendoc.trusted.auth.shared.s ecret 31. Save and close the file. (blank) (blank) The changes to the WEB.XML file are saved. 32. Complete the following steps: a. Use the Windows Services Control Panel to restart the CA Service Desk Manager Service. b. Use the Central Configuration Manager (Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise) to restart the CA Business Intelligence Tomcat server (for example, Apache Tomcat ). 33. Log in to the CA Service Desk Manager web interface as the ServiceDesk user. CA Business Intelligence for CA Service Desk Manager 61

62 How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One Server) 34. Click the Reports tab. You can view the Overall Summary and Asset List reports. 35. (Optional) Click the InfoView button on the Reports tab. A browser window opens that automatically logs you in to BusinessObjects Enterprise Java InfoView, as shown in the following example. This window uses the same username and password that you use to log in to CA Service Desk Manager. CA Business Intelligence and CA Service Desk Manager are integrated. 62 Chapter 3: Installing CA Business Intelligence

63 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment Overview You can install and implement the CA Business Intelligence infrastructure by leveraging the default CA Business Intelligence installation and configuration as specified in Installing CA Business Intelligence (see page 39). However, there are instances in which a more robust reporting infrastructure is needed. CA Business Intelligence, similar to CA Service Desk Manager, is an enterprise solution that can support multiple configurations to assist in addressing performance, scalability, and reliability concerns of larger enterprises. This chapter leverages the information previously discussed in The BusinessObjects Enterprise Architecture (see page 17) about the primary CA Business Intelligence infrastructure components. A sample scenario is then provided which illustrates how to install and configure the components across multiple servers to accommodate a large user population that needs access to the reporting functionality that CA Business Intelligence offers. How CA Service Desk Manager Integrates with CA Business Intelligence CA Service Desk Manager integrates with CA Business Intelligence by launching InfoView, and by allowing InfoView hosted reports to be displayed within CA Service Desk Manager. This functionality requires that the basic integration to CA Service Desk Manager has been configured and the CA Service Desk Manager Universe has been loaded into CA Business Intelligence. For CA Business Intelligence to execute reports on the CA Service Desk Manager data, CA Business Intelligence leverages an ODBC connection to the CA Service Desk Manager primary server. This connection allows CA Business Intelligence to take advantage of the CA Service Desk Manager object engine. This ODBC connection provides the following advantages: Application level security in CA Service Desk Manager. Simplifies the work that is associated with joining tables (a common task when building reports on normalized data). CA Business Intelligence for CA Service Desk Manager 63

64 Complex Reporting Scenario The following example illustrates how the various components of CA Service Desk Manager and CA Business Intelligence are integrated: Complex Reporting Scenario This complex reporting scenario illustrates how to install and configure the CA Business Intelligence and CA Service Desk Manager components across multiple servers. This configuration is intended to accommodate a large user population that needs access to the reporting functionality that CA Business Intelligence offers. In this scenario, a moderately sized environment exists that must support a CA Service Desk Manager instance that has up to 2000 concurrent users. To accommodate this scenario, a CA Business Intelligence server configuration is necessary that involves six CA Business Intelligence servers and leverages the native CA Business Intelligence cluster functionality. 64 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

65 Complex Reporting Scenario This CA Business Intelligence configuration is in addition to the database server and the CA Service Desk Manager server. Because this scenario is large enough and must also leverage an offline reporting instance of the MDB and its associated CA Service Desk Manager instance, this complex environment may involve 10 or more servers. The following example illustrates how the various components integrate in this scenario. A virtual server can also be used in this configuration. Required Server Configurations In the complex reporting scenario, there are no specific hardware requirements related to the servers that host the CA Business Intelligence components. However, the following guidelines are provided for your reference. Intelligence Tier Servers Component Processor Memory Free Disk Space Recommended Requirement 2 CPU cores 4 GB 100 GB Direct Access Storage Device (DASD) CA Business Intelligence for CA Service Desk Manager 65

66 How to Implement a Complex Reporting Infrastructure Processing Tier Servers Component Processor Memory Free Disk Space Recommended Requirement 2 CPU cores 4 GB 50 GB DASD Web Application Tier Servers Component Processor Memory Free Disk Space Recommended Requirement 2 CPU cores 4 GB 50 GB DASD Operating System (all CA Business Intelligence Servers) Windows Server 2003 or 2008 (Oracle) If you use Oracle, install the Oracle client on the Intelligence and Processing Tier Servers. How to Implement a Complex Reporting Infrastructure After you decide to implement a complex reporting infrastructure to meet your business requirements for scalability and high availability, complete the following steps: 1. Step 1 - Create the file shares for CA Business Intelligence (see page 67). 2. Step 2 - Install the first server in the intelligence tier of CA Business Intelligence (see page 68). 3. Step 3 - Install the CA Business Intelligence web application tier servers (see page 80). 4. Step 4 - Install the second server in the intelligence tier of CA Business Intelligence (see page 87). 5. Step 5 - Install the CA Business Intelligence processing tier servers (see page 96). 6. Step 6 - Configure the input and output file repository servers (see page 102). 66 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

67 How to Implement a Complex Reporting Infrastructure 7. Step 7 - Configure the CA Business Intelligence tiers (enable and disable the server components) (see page 105). 8. Step 8 - Configure CA Business Intelligence (see page 107). Step 1 - Create the File Shares for CA Business Intelligence In the complex reporting scenario, the environment requires the following three file shares: Input File Repository Output File Repository Indexing Service Each component requires a file share. As a best practice, host each file share on a high-available storage area network (SAN). Later in this scenario, you configure CA Business Intelligence to use the files shares. To create the files shares for CA Business Intelligence 1. In the directory to host the shared folders, create a folder named CABI_SHARE. 2. Create the following folders in the CABI_SHARE folder: InputFiles OutputFiles Index 3. Right-click the CABI_SHARE folder and select Sharing and Security. The CABI_SHARE Properties dialog appears. 4. Click the Sharing tab. 5. Click the Share this folder option button. 6. Click the Permissions button. The Permissions for CABI_SHARE dialog appears. 7. In the Permissions for Everyone section, click the Allow check box for the Change permissions. 8. Click OK. CA Business Intelligence for CA Service Desk Manager 67

68 How to Implement a Complex Reporting Infrastructure 9. Click OK again to save the share information. 10. Connect to the share. 11. Create a file in one of the shared folders to confirm that the file shares are correctly configured. Step 2 - Install the First Server in the Intelligence Tier of CA Business Intelligence In this step of the complex reporting scenario, you install the first server in the Intelligence Tier of CA Business Intelligence. Complete these steps on the first server within the CA Business Intelligence Tier, sometimes referred to as the Management Tier. Before you begin, complete the following prerequisites and verify the following information: 1. Install the database (SQL Server or Oracle) on a remote server. 2. Verify that both the CMS and CMS Audit databases (and associated users) for CA Business Intelligence exist on the remote database server. 3. (SQL Server) Create 32-bit ODBC data source connections to the CMS and CMS Audit databases on the CA Business Intelligence application server. Note: CA Business Intelligence requires a 32-bit ODBC connection. Therefore, if you are installing CA Business Intelligence on a 64-bit operating system such as Windows 2008 Server R2, create the ODBC DSN using ODBCAD32.EXE located in the <WINDIR>/SYSWOW64 folder. 4. (Oracle) Verify that the Oracle client is installed on the CA Business Intelligence server. 5. (Windows 2003 Server) Download and install the Microsoft Windows 2003 Server operating environment patch KB For more information about how to download and install this patch, see How to Configure SQL Server as the CMS Database (see page 40). 6. Verify that the Microsoft.NET Framework 2.0 is installed. 68 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

69 How to Implement a Complex Reporting Infrastructure 7. (Optional) If you use antivirus or anti-malware real-time scanner technology, we recommend that you disable this software for the duration of the installation. When this software is enabled, the performance of the installation may be negatively impacted. 8. Gather the following information for the installation: Domain account user name and password. CA Business Intelligence uses this information to access the file share, and so forth. Appropriate permissions (that is, log in as a service privileges) on each of the CA Business Intelligence servers. These permissions are necessary because this account is used to execute the key CA Business Intelligence service. CMS port number (default is 6400) Password for the CMS Administrator (a CA Business Intelligence user account) Password for the CA Business Intelligence user (a SQL Server user to access the CMS database) Password for the CABIAUDIT user (a SQL Server user to access the Audit database) (Oracle) The Net Service Name that is configured during the Oracle client installation CA Business Intelligence installation folder (default: C:\Program Files\CA\SC\CommonReporting3) CMS Cluster Name (we recommend the name CABI-CLUSTER) To install the first server in the intelligence tier of CA Business Intelligence 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 3. Click the Product Installs tab and click the CA Business Intelligence Installation link. 4. Click Next on the Introduction dialog. The License Agreement dialog appears. CA Business Intelligence for CA Service Desk Manager 69

70 How to Implement a Complex Reporting Infrastructure 5. Accept the License Agreement and click Next. The Sample Database and Templates dialog appears. 6. (Optional) Select the Yes option button to install the sample templates. CA Business Intelligence installs the sample database and templates. The samples include the efashion and Island Resorts Marketing Universes and sample report templates that are based on the two databases. Use the templates as an example to create different types of reports. 7. Click Next. The Generate Response File dialog appears. 8. Select No if you do not want to perform a silent installation. The CA Business Intelligence installation allows you to create a response file for silent installations. 9. Click Next. The Review Settings dialog appears. 10. Click Install. The BusinessObjects Enterprise Installer starts. 11. Click Next and follow the on-screen instructions. 12. Accept the BusinessObjects License Agreement and click Next. 13. Select the required language package. BusinessObjects provides a single installation for multiple languages in addition to English. 14. Click Next. The Install Type dialog appears. 70 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

71 How to Implement a Complex Reporting Infrastructure 15. Select the Install Type as Custom or Expanded Install, as shown in the following example: Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You can optionally change the installation location by clicking Browse. 16. Click Next. The Select Features dialog appears. 17. Expand BusinessObjects Enterprise, Client Components and clear all options except Import Wizard and Universe Designer, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 71

72 How to Implement a Complex Reporting Infrastructure 18. Clear all Web Tier Components, as shown in the following example: 19. Expand Server Components, Central Management Server and clear the MySQL option, as shown in the following example: 72 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

73 How to Implement a Complex Reporting Infrastructure 20. Clear the Enable servers upon installation check box, as shown in the following example: 21. Click Next. The CMS Clustering dialog appears. CA Business Intelligence for CA Service Desk Manager 73

74 How to Implement a Complex Reporting Infrastructure 22. Complete the following steps, as shown in the following example: a. Click the Yes option button to indicate that this is the first CMS in your deployment. b. Enter a CMS port number (default: 6400). c. Enter the CMS Administrator password. d. Click Next. The Server Intelligence Agent dialog appears. 23. Accept the default values on the Server Intelligence Agent dialog and click Next. The CMS Database Information dialog appears. 24. (Oracle) Enter information into the following fields and click Next, as shown in the following example: CMS Database Select Oracle for the CMS Database. Server Specifies the Net Service Name that was previously configured during the Oracle Client installation. 74 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

75 How to Implement a Complex Reporting Infrastructure Username Specifies the CABI user. Password Specifies the password for the CABI user. Auditing Database Select this check box and specify the following information: Select existing Auditing database Select Oracle as an existing auditing database. CA Business Intelligence for CA Service Desk Manager 75

76 How to Implement a Complex Reporting Infrastructure Server Specifies the Net Server Name that was previously configured during the Oracle Client installation. Username Specifies the CABIAUDIT user. Password Specifies the password for the CABIAUDIT user. 25. (SQL Server) Complete the following steps for the CMS Database: a. Select SQL Server (ODBC) for the CMS Database. b. Click Browse to select the ODBC DSN. c. Select the Consume DSN created under WOW64 check box. d. Specify the DNS to the CMS Database that was previously created. e. Specify the login ID for the CABI user. f. Specify the password for the CABI user. g. Select the CMS database that was created. 76 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

77 How to Implement a Complex Reporting Infrastructure 26. (SQL Server) Complete the following steps for the Auditing Database: a. Select the Auditing Database check box. b. Select SQL Server (ODBC) as an existing auditing database. c. Click Browse to select the ODBC DSN. d. (64-bit operating environment) Select the Consume DSN created under WOW64 check box. e. Specify the DNS to the CMS Audit Database that was previously created. f. Specify the login ID for the CABI Audit user. g. Specify the password for the CABI Audit user. h. Select the CMS Audit database that was created. 27. Click Next to start the CA Business Intelligence installation. 28. Click Finish. The patch installation process begins. This process takes additional time to complete. CA Business Intelligence for CA Service Desk Manager 77

78 How to Implement a Complex Reporting Infrastructure Configure the CA Business Intelligence Cluster In this step of the complex reporting scenario, you configure the CA Business Intelligence cluster so that multiple computers can utilize the CA Business Intelligence File Repository servers. The first step in this process is to specify a user-defined name for the CA Business Intelligence cluster. 78 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

79 How to Implement a Complex Reporting Infrastructure To configure the CA Business Intelligence Cluster 1. Click Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central Configuration Manager. The Central Configuration Manager opens. 2. Select the Server Intelligence Agent and click the stop icon. The Server Intelligence Agent stops. 3. Right-click the Server Intelligence Agent and select Properties. The Server Intelligence Agent Properties dialog appears. 4. Select the Configuration tab and complete the following steps, as shown in the following example: a. Select the Change Cluster Name to check box. b. Specify the new CA Business Intelligence cluster name. c. Click OK. 5. Restart the Server Intelligence Agent. CA Business Intelligence for CA Service Desk Manager 79

80 How to Implement a Complex Reporting Infrastructure Step 3 - Install the CA Business Intelligence Web Application Tier Servers In this step of the complex reporting scenario, you install the CA Business Intelligence Web Application Tier Servers. Complete these steps on both of the CA Business Intelligence Web Application Tier Servers. For more information about the Web Application Tier component, see The BusinessObjects Enterprise Architecture chapter (see page 17). Before you begin, complete and verify the following information: 1. Install and configure (see page 78) the first CA Business Intelligence Tier Server. 2. (Windows 2003 Server) Download and install the Microsoft Windows 2003 Server operating environment patch KB For more information about how to download and install this patch, see How to Configure SQL Server as the CMS Database (see page 40). 3. Verify that the Microsoft.NET Framework 2.0 is installed. 4. (Optional) If you use antivirus or anti-malware real-time scanner technology, we recommend that you disable this software for the duration of the installation. When this software is enabled, the performance of the installation may be negatively impacted. 5. Gather the following information for the installation: CMS Server host name (the fully qualified host name for the first Intelligence Tier Server). CMS port number (default is 6400) Password for the CMS Administrator (a CA Business Intelligence user account) CA Business Intelligence installation folder (default: C:\Program Files\CA\SC\CommonReporting3) Important! Complete the installation on both of the CA Business Intelligence Web Application Tier Servers. To install the CA Business Intelligence Web Application Tier Servers 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 80 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

81 How to Implement a Complex Reporting Infrastructure 3. Click the Product Installs tab and click the CA Business Intelligence Installation link. 4. Click Next on the Introduction dialog. The License Agreement dialog appears. 5. Accept the License Agreement and click Next. The Sample Database and Templates dialog appears. 6. Select the No option button. Do not install the sample templates. 7. Click Next. The Generate Response File dialog appears. 8. Select No if you do not want to perform a silent installation. The CA Business Intelligence installation allows you to create a response file for silent installations. 9. Click Next. The Review Settings dialog appears. 10. Click Install. The BusinessObjects Enterprise Installer starts. 11. Click Next and follow the on-screen instructions. 12. Accept the BusinessObjects License Agreement and click Next. 13. Select the required language package. BusinessObjects provides a single installation for multiple languages in addition to English. 14. Click Next. The Install Type dialog appears. CA Business Intelligence for CA Service Desk Manager 81

82 How to Implement a Complex Reporting Infrastructure 15. Select the Install Type as Web Tier, as shown in the following example: Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You can optionally change the installation location by clicking Browse. 16. Click Next. The Select Features dialog appears. 17. Expand BusinessObjects Enterprise, Web Tier Components, and select all options, as shown in the following example: 82 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

83 How to Implement a Complex Reporting Infrastructure 18. Click Next. The CMS Clustering dialog appears. 19. Complete the following steps, as shown in the following example: a. Specify the fully qualified host name for the first Intelligence Tier Server. b. Specify the CMS port number as c. Specify the CMS Administrator password. CA Business Intelligence for CA Service Desk Manager 83

84 How to Implement a Complex Reporting Infrastructure 20. Click Next. The Select Web Application Server dialog appears. 21. Complete the following steps, as shown in the following example: a. Select the Java Web Application Server check box. b. Click the Install Tomcat application server and deploy to it option button. 84 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

85 How to Implement a Complex Reporting Infrastructure 22. Click Next. The Configure Tomcat dialog appears. 23. Complete the following steps, as shown in the following example: a. Specify the Tomcat connection port number as b. Specify the Tomcat shutdown port number as c. Specify the Tomcat redirect port number as CA Business Intelligence for CA Service Desk Manager 85

86 How to Implement a Complex Reporting Infrastructure 24. Click Next to start the CA Business Intelligence installation. 25. Click Finish. The patch installation process begins. This process takes additional time to complete. Configure the CA Business Intelligence Web Application Tier Servers In this step of the complex reporting scenario, you configure the Web Application Tier Servers to use the CMS cluster. To configure the CA Business Intelligence Cluster 1. Log in to each Web Application Tier Server. 2. Navigate to the following folder on each server: C:\Program Files\CA\SC\CommonReporting3\Tomcat55\webapps\PlatformServices\WEB-INF\Classes 86 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

87 How to Implement a Complex Reporting Infrastructure 3. Define a cluster.properties file on each server with the following content: cms.clusters=@cabi-cluster cms.clusters.cabi-cluster=<intell Tier server1>, <Intell Tier server2> 4. Start the Central Configuration Manager by selecting Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Configuration Manager. 5. Restart the Apache Tomcat service. Step 4 - Install the Second Server in the Intelligence Tier of CA Business Intelligence In this step of the complex reporting scenario, you install the second server in the Intelligence Tier of CA Business Intelligence. Before you begin, complete and verify the following information: 1. Verify that the first CA Business Intelligence Tier Server is installed and configured (see page 68). 2. (SQL Server) Create 32-bit ODBC data source connections to the CMS and CMS Audit databases on the CA Business Intelligence application server. Note: CA Business Intelligence requires a 32-bit ODBC connection. Therefore, if you are installing CA Business Intelligence on a 64-bit operating system such as Windows 2008 Server R2, create the ODBC DSN using ODBCAD32.EXE located in the <WINDIR>/SYSWOW64 folder. 3. (Oracle) Verify that the Oracle client is installed on the CA Business Intelligence server. 4. (Windows 2003 Server) Download and install the Microsoft Windows 2003 Server operating environment patch KB For more information about how to download and install this patch, see How to Configure SQL Server as the CMS Database (see page 40). 5. Verify that the Microsoft.NET Framework 2.0 is installed. 6. (Optional) If you use antivirus or anti-malware real-time scanner technology, we recommend that you disable this software for the duration of the installation. When this software is enabled, the performance of the installation may be negatively impacted. 7. Gather the following information for the installation: CMS port number (default is 6400) Password for the CMS Administrator (a CA Business Intelligence user account) CA Business Intelligence for CA Service Desk Manager 87

88 How to Implement a Complex Reporting Infrastructure Password for the CA Business Intelligence user (a SQL Server user to access the CMS database) Password for the CABIAUDIT user (a SQL Server user to access the Audit database) (Oracle) The Net Service Name that is configured during the Oracle client installation CA Business Intelligence installation folder (default: C:\Program Files\CA\SC\CommonReporting3) CMS Server Host Name (fully qualified host name for the first Intelligence Tier Server) To install the second server in the intelligence tier of CA Business Intelligence 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 3. Click the Product Installs tab and click the CA Business Intelligence Installation link. 4. Click Next on the Introduction dialog. The License Agreement dialog appears. 5. Accept the License Agreement and click Next. The Sample Database and Templates dialog appears. 6. Select the No option button. Do not install the sample templates. 7. Click Next. The Generate Response File dialog appears. 8. Select No if you do not want to perform a silent installation. The CA Business Intelligence installation allows you to create a response file for silent installations. 9. Click Next. The Review Settings dialog appears. 10. Click Install. The BusinessObjects Enterprise Installer starts. 88 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

89 How to Implement a Complex Reporting Infrastructure 11. Click Next and follow the on-screen instructions. 12. Accept the BusinessObjects License Agreement and click Next. 13. Select the required language package. BusinessObjects provides a single installation for multiple languages in addition to English. 14. Click Next. The Install Type dialog appears. CA Business Intelligence for CA Service Desk Manager 89

90 How to Implement a Complex Reporting Infrastructure 15. Select the Install Type as Custom or Expanded Install, as shown in the following example: Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You can optionally change the installation location by clicking Browse. 16. Click Next. The Select Features dialog appears. 17. Expand BusinessObjects Enterprise and specify the following options, as shown in the following example: a. Clear the Client Components option. b. Clear the Web Tier Components option. c. Expand Server Components, Central Management Server and clear the MySQL option. d. Clear the Enable servers upon installation check box. 90 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

91 How to Implement a Complex Reporting Infrastructure 18. Click Next. The CMS Clustering dialog appears. 19. Complete the following steps, as shown in the following example: a. Click the No option button to indicate that this CMS is not the first CMS in your deployment. b. Enter a new CMS port number (default: 6400). c. Enter the fully qualified host name of the first Intelligence Tier Server. d. Enter the existing CMS port number (default: 6400). CA Business Intelligence for CA Service Desk Manager 91

92 How to Implement a Complex Reporting Infrastructure e. Enter the CMS Administrator password. f. Click Next. The Server Intelligence Agent dialog appears. 20. Accept the default values on the Server Intelligence Agent dialog and click Next. The CMS Database Information dialog appears. 21. (Oracle) Enter information into the following fields and click Next, as shown in the following example: CMS Database Select Oracle for the CMS Database. Server Specifies the Net Service Name that was previously configured during the Oracle Client installation. 92 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

93 How to Implement a Complex Reporting Infrastructure Username Specifies the CABI user. Password Specifies the password for the CABI user. Auditing Database Select this check box and specify the following information: Auditing Database Select Oracle as an existing auditing database. Server Specifies the Net Server Name that was previously configured during the Oracle Client installation. CA Business Intelligence for CA Service Desk Manager 93

94 How to Implement a Complex Reporting Infrastructure Username Specifies the CABIAUDIT user. Password Specifies the password for the CABIAUDIT user. 22. (SQL Server) Complete the following steps for the CMS Database: a. Select SQL Server (ODBC) for the CMS Database. b. Click Browse to select the ODBC DSN. c. Select the Consume DSN created under WOW64 check box. d. Specify the DNS to the CMS Database that was previously created. e. Specify the login ID for the CABI user. f. Specify the password for the CABI user. g. Select the CMS database that was created. 23. (SQL Server) Complete the following steps for the Auditing Database: a. Select the Auditing Database check box. b. Select SQL Server (ODBC) as an existing auditing database. 94 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

95 How to Implement a Complex Reporting Infrastructure c. Click Browse to select the ODBC DSN. d. Select the Consume DSN created under WOW64 check box. e. Specify the DNS to the CMS Audit Database that was previously created. f. Specify the login ID for the CABI Audit user. g. Specify the password for the CABI Audit user. h. Select the CMS Audit database that was created. 24. Click Next to start the CA Business Intelligence installation. 25. Click Finish. The patch installation process begins. This process takes additional time to complete. CA Business Intelligence for CA Service Desk Manager 95

96 How to Implement a Complex Reporting Infrastructure Step 5 - Install the CA Business Intelligence Processing Tier Servers In this step of the complex reporting scenario, you install the CA Business Intelligence Processing Tier Servers. Complete these steps on both of the CA Business Intelligence Processing Tier Servers. For more information about the Processing Tier component, see The BusinessObjects Enterprise Architecture chapter (see page 17). Before you begin, complete and verify the following information: 1. Verify that the first CA Business Intelligence Tier Server is installed and configured (see page 68). 2. (SQL Server) Create 32-bit ODBC data source connections to the CMS and CMS Audit databases on the CA Business Intelligence application server. Note: CA Business Intelligence requires a 32-bit ODBC connection. Therefore, if you are installing CA Business Intelligence on a 64-bit operating system such as Windows 2008 Server R2, create the ODBC DSN using ODBCAD32.EXE located in the <WINDIR>/SYSWOW64 folder. 3. (Oracle) Verify that the Oracle client is installed on the CA Business Intelligence server. 4. (Windows 2003 Server) Download and install the Microsoft Windows 2003 Server operating environment patch KB For more information about how to download and install this patch, see How to Configure SQL Server as the CMS Database (see page 40). 5. Verify that the Microsoft.NET Framework 2.0 is installed. 6. (Optional) If you use antivirus or anti-malware real-time scanner technology, we recommend that you disable this software for the duration of the installation. When this software is enabled, the performance of the installation may be negatively impacted. 7. Gather the following information for the installation: CMS port number (default is 6400) Password for the CMS Administrator (a CA Business Intelligence user account) 96 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

97 How to Implement a Complex Reporting Infrastructure CA Business Intelligence installation folder (default: C:\Program Files\CA\SC\CommonReporting3) CMS Server Host name (the fully qualified host name for the first Intelligence Tier Server). The Index Directory location (UNC path to the Index shared folder). The following example path is provided for your reference: \\HostnameOfFileShareServer\CABI_SHARE\Index Important! Complete the installation on both of the CA Business Intelligence Processing Tier Servers. To install the CA Business Intelligence Processing Tier Servers 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 3. Click the Product Installs tab and click the CA Business Intelligence Installation link. 4. Click Next on the Introduction dialog. The License Agreement dialog appears. 5. Accept the License Agreement and click Next. The Sample Database and Templates dialog appears. 6. Select the No option button. Do not install the sample templates. 7. Click Next. The Generate Response File dialog appears. 8. Select No if you do not want to perform a silent installation. The CA Business Intelligence installation allows you to create a response file for silent installations. CA Business Intelligence for CA Service Desk Manager 97

98 How to Implement a Complex Reporting Infrastructure 9. Click Next. The Review Settings dialog appears. 10. Click Install. The BusinessObjects Enterprise Installer starts. 98 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

99 How to Implement a Complex Reporting Infrastructure 11. Click Next and follow the on-screen instructions. 12. Accept the BusinessObjects License Agreement and click Next. 13. Select the required language package. BusinessObjects provides a single installation for multiple languages in addition to English. 14. Click Next. The Install Type dialog appears. 15. Select the Install Type as Custom or Expanded Install, as shown in the following example: Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You can optionally change the installation location by clicking Browse. 16. Click Next. The Select Features dialog appears. 17. Expand BusinessObjects Enterprise and clear the Client Components and Web Tier Components options, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 99

100 How to Implement a Complex Reporting Infrastructure 18. Expand BusinessObjects Enterprise, Server Components and clear the Central Management Server, Desktop Intelligence Job Server, Desktop Intelligence Servers, Samples, and Help Files options, as shown in the following example: 19. Clear the Enable servers upon installation check box and click Next. The CMS Clustering dialog appears. 100 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

101 How to Implement a Complex Reporting Infrastructure 20. Complete the following steps, as shown in the following example: a. Enter the fully qualified host name of the first Intelligence Tier Server. b. Enter the existing CMS port number (default: 6400). c. Enter the CMS Administrator password. d. Click Next. The Input Index Directory for the Search Service Clustering dialog appears. 21. Specify the Index Location of \\HostnameOfFileShareServer\CABI_SHARE\Index, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 101

102 How to Implement a Complex Reporting Infrastructure 22. Click Next. The Server Intelligence Agent dialog appears. 23. Accept the default values on the Server Intelligence Agent dialog and click Next. 24. Click Next to start the CA Business Intelligence installation. 25. Click Finish. The patch installation process begins. This process takes additional time to complete. Step 6 - Configure the Input and Output File Repository Servers In this step of the complex reporting scenario, you configure the Input and Output File Repository Servers. Before you begin, complete and verify the following information: 1. Verify that all CA Business Intelligence servers are installed and configured. 2. Gather the following information for the installation: Domain account user name and password. CA Business Intelligence uses this information to access the file share, and so forth. CMS port number (default is 6400) 102 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

103 How to Implement a Complex Reporting Infrastructure Password for the CMS Administrator (a CA Business Intelligence user account) Filestore Directory location for the Input File Repository Servers (IFRS). This location is the UNC path to the InputFiles shared location (for example, \\HostnameOfFileShareServer\CABI_SHARE\InputFiles). Filestore Directory location for the Output File Repository Servers (OFRS). This location is the UNC path to the OutputFiles shared location (for example, \\HostnameOfFileShareServer\CABI_SHARE\OutputFiles). To configure the Input and Output File Repository Servers 1. Select one of the following methods to start the Central Management Console: a. Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Management Console. b. (Remote location) Open a web browser and enter the following URL: 2. In the upper left part of the page, select Servers in the drop-down list. 3. For each node in the cluster with an InputFileRepository Server, complete the following steps: a. Right-click InputFileRepository and select Properties. The Input Filestore Service dialog appears. b. Change the Temporary Directory to \\HostnameOfFileShareServer\CABI_SHARE \InputFiles\Temp. c. Change the filestore Directory to \\HostnameOfFileShareServer\CABI_SHARE \InputFiles d. Click Save and Close. 4. For each node in the cluster with an OutputFileRepository Server, complete the following steps: a. Right-click OutputFileRepository and select Properties. The Output Filestore Service dialog appears. b. Change the Temporary Directory to \\HostnameOfFileShareServer\CABI_SHARE \OutputFiles\Temp. CA Business Intelligence for CA Service Desk Manager 103

104 How to Implement a Complex Reporting Infrastructure c. Change the filestore Directory to \\HostnameOfFileShareServer\CABI_SHARE \OutputFiles d. Click Save and Close. 5. For each node that executes servers that require access to the file shares, complete the following steps: a. Log in to the first Intelligence Tier Server computer. b. Start the Central Configuration Manager by selecting Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Configuration Manager. c. Stop the Server Intelligence Agent. d. Edit the Server Intelligence Agent properties by completing the following steps: a. Right-click the Server Intelligence Agent and select Properties. b. Clear the System Account check box. c. Set the User and Password to the domain account that has read and write access to the shared directories that you previously created. d. Click OK. e. Start the Server Intelligence Agent. Note: Repeat this step for the other Intelligence Tier Server and the two Processing Tier Servers. 104 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

105 How to Implement a Complex Reporting Infrastructure Step 7 - Configure the CA Business Intelligence Tiers (Enable and Disable the Server Components) In this step of the complex reporting scenario, you configure the CA Business Intelligence tiers by enabling and disabling components. Before you begin, complete and verify the following information: 1. Verify that all CA Business Intelligence servers are installed and configured. 2. Gather the following information for the configuration: CMS port number (default is 6400) Password for the CMS Administrator (a CA Business Intelligence user account) CA Business Intelligence Tier components for configuration. Use the following table for reference during the configuration: Server Component Name Adaptive Job Server Adaptive Processing Server Central Management Server Connection Server Crystal Reports Cache Server Crystal Reports Job Server Crystal Reports Processing Server Dashboard Analytics Server Dashboard Server Destination Job Server Event Server Input File Repository List of Values Job Server Intelligence Servers Processing Servers Web Application Servers X X X X X X X X X X X X X CA Business Intelligence for CA Service Desk Manager 105

106 How to Implement a Complex Reporting Infrastructure Server Component Name Multi Dimensional Analysis Services Server Output File Repository PM Metrics Server PM Repository Server PM Rules Server Predictive Analysis Server Process Analysis Server Program Job Server Publication Job Server Report Application Server Sets Profile Server Sets Query Server Web Intelligence Processing Server Web Application Server Web Application Container Server Intelligence Servers Processing Servers Web Application Servers X X X X X X X X X X X X X X X For this scenario, consider the following information: Six servers are utilized. Two servers execute as Intelligence and Management Servers, two servers execute as Processing Servers, and two servers execute as Web Application Servers. The Processing Tier only executes Processing Server components. The Intelligence Tier only executes Intelligence Server components. To accomplish this goal, you disable the server components on the nodes where they should not execute. 106 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

107 How to Implement a Complex Reporting Infrastructure To configure the CA Business Intelligence Tiers 1. Start the Central Management Console by completing the following steps: a. Click Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Management Console. b. Enter your CA Business Intelligence Administrative user name and password. c. Select Enterprise for the authentication. 2. In the upper left part of the page, select Servers in the drop-down list. 3. Click the Servers List node. 4. Right-click a server in the list and select Enable Server or Disable Server. Note: When a server is disabled, the server does not process jobs, even when it is executing. You do not have to prevent the server from executing. To prevent a server from starting even when it is disabled, right-click the server and select Properties. Then, clear the Automatically start this server check box. Changes take effect the next time the server starts. Step 8 - Configure CA Business Intelligence In this step of the complex reporting scenario, the CA Business Intelligence infrastructure is complete and you now complete the integration with CA Service Desk Manager. To configure CA Business Intelligence 1. Insert the installation media for CA Service Desk Manager into the drive on the first CA Business Intelligence server. When Autoplay is enabled, the configuration starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the configuration. 2. Select the language for the configuration and click Select Language. CA Business Intelligence for CA Service Desk Manager 107

108 Summary 3. Click the Product Installs tab and click the CA Business Intelligence Configuration link. The CA Service Desk Manager Component Installation Wizard appears, as shown in the following example: 4. Enter the appropriate information and follow the on-screen instructions to complete the configuration. Note: In the BI Admin User Name field, enter the CA Business Intelligence Administrator user name (the default is Administrator). Summary At this point in the complex reporting scenario, the complex CA Business Intelligence reporting environment is configured and executing. You can add users and adjust permissions to the reporting functionality and content. The typical integration steps with CA Service Desk Manager must be completed after you complete the Options Manager options and configure the shared secret functionality (for pass through authentication). For your reference, the following table provides the CA Business Intelligence Options Manager options and their suggested values. Options Manager Option bo_server_auth Suggested Value secenterprise 108 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

109 Summary Options Manager Option bo_server_cms bo_server_location Suggested Value first Intelligence (CMS) server name:6400 CA Business Intelligence Web Application Cluster Name:8080 If you change a value, recycle the CA Service Desk Manager services for the change to take effect. CA Business Intelligence for CA Service Desk Manager 109

110

111 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy Multi-Tenancy Multi-tenancy is the ability for multiple independent tenants (and their users) to share a single implementation of CA Service Desk Manager. Tenants cannot see or update data belonging to other tenants, and each tenant views the CA Service Desk Manager implementation as their own. Multi-tenancy allows tenants to share hardware and application support resources. This sharing significantly reduces the cost of both, while retaining most of the benefits of an independent implementation. The following tables define and organize tenants: ca_tenant ca_tenant_group ca_tenant_group_member All other tables that may contain tenant-specific data include a tenant column that references a row in the ca_tenant table. A NULL value in this column indicates global data. When multi-tenancy is active, you can grant users access to view the data of all tenants or restrict them to view data for a single tenant. The default behavior specifies that users can see the data of all configured tenants. Implement Tenant Restrictions in CA Service Desk Manager Depending on the role of different user accounts, you may need to restrict the view of certain accounts to different tenants. CA Business Intelligence for CA Service Desk Manager 111

112 Implement Tenant Restrictions in CA Service Desk Manager To implement tenant restrictions in CA Service Desk Manager 1. Log in to CA Service Desk Manager using a Service Provider account. CA Service Desk Manager opens. 2. Click Administration, Security and Role Management, Role Management, Role List. The Role List dialog appears. 3. Select a user role, such as the Change Manager role, and click Next. The Manager Role Detail dialog appears. 4. Select the information in the following fields: Default Tenant Access Specifies the tenant access. Default: All Tenants Tenant Write Access Specifies the tenant write access. Default: Same as Tenant Access Update Public Specifies whether users can update public/shared data. Values: Yes, No 5. Click Save. The settings are saved and the Manager Role detail dialog closes. 6. Log out of CA Service Desk Manager and log back in as a tenant user for the settings to take effect. 7. Test the multi-tenancy settings by reviewing the number of incidents. When tenant restrictions are implemented correctly, you can only view the data for your tenant. 112 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy

113 Configure CA Business Intelligence for Multi-Tenancy Configure CA Business Intelligence for Multi-Tenancy The CA Service Desk Manager Universe uses the data direct ODBC driver which connects to CA Service Desk Manager. By default, the Universe connection is configured to use a privileged user account, such as ServiceDesk. This account is a tenant provider account and has access to all data. Note: To enable tenant restrictions on CA Service Desk Manager reports, modify the Universe connection to use user credentials. To configure multi-tenancy in CA Business Intelligence 1. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, Designer. The User Identification dialog appears. 2. Click File, Import. The Import Universe dialog appears, as shown in the following example: 3. Select CA Service Desk from the Available Universes list, and click OK. 4. Click File, Parameters. CA Business Intelligence for CA Service Desk Manager 113

114 Configure CA Business Intelligence for Multi-Tenancy The Universe Parameters dialog appears. 5. Click Edit. The Edit CA Service Desk Connection dialog appears. 6. Enter the login information for the connection to CA Service Desk Manager, such as the ServiceDesk user, and click Test Connection. 7. After the test connection is successful, click Next. 8. Select Use BusinessObjects Credential mapping in the Authentication Mode drop-down list. 9. Click Next, Finish, and OK. 10. Click File, Save. 11. Click File, Export. The Export Universe dialog appears. 12. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects Enterprise Central Management Console. The Log On to the Central Management Console dialog appears. 13. Enter information into the following fields: System Defines the CA Business Intelligence system to log in to. User Name Defines the CA Business Intelligence account user name. 114 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy

115 Configure CA Business Intelligence for Multi-Tenancy Password Defines the CA Business Intelligence account password. Authentication Specifies the type of authentication to use. 14. Click Log In. The Central Management Console dialog appears. 15. Select Users and Groups from the drop-down list in the upper left corner, then click User List in the left pane. A list of configured user and group accounts appears in the right pane, as shown in the following example: 16. Right-click a user and select properties. The Properties dialog appears. 17. Enter information into the following fields: Enable Database Credentials Specifies whether to enable database credentials. Select this check box. CA Business Intelligence for CA Service Desk Manager 115

116 Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication) Account Name Defines the account user name. Password Defines the account password. Confirm Password 18. Click Save. Confirms the account password. 19. Complete the following steps: a. Log in to InfoView using the user account that you modified in the previous step. b. Execute a report in either the Incidents or Requests folder. c. Verify that only tenant data to which this account has access appears. Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication) When CA Business Intelligence is integrated with LDAP for authentication, complete these additional steps. These steps are necessary so you do not have to update all user accounts manually each time you log in to InfoView. The user password is verified and the database credentials are updated to reflect future change. To configure CA Business Intelligence for multi-tenancy using LDAP authentication 1. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects Enterprise Central Management Console. The Log On to the Central Management Console dialog appears. 2. Enter information into the following fields: System Defines the CA Business Intelligence system to log in to. 116 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy

117 Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication) User Name Defines the CA Business Intelligence account user name. Password Defines the CA Business Intelligence account password. Authentication Specifies the type of authentication to use. 3. Click Log In. The Central Management Console dialog appears. 4. Select Users and Groups from the drop-down list in the upper left corner, then click LDAP in the Authentication list. The LDAP dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 117

118 Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication) 5. Select the Enable and Update user s Data Source Credentials at logon time check box. When you select this check box, the Account Name and Password fields are automatically populated on the user properties after the first-time you log in to InfoView. 6. Click Update. The authentication changes are saved. 118 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy

119 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database Overview The possibility exists that reporting activities can cause performance issues on an active instance of CA Service Desk Manager. To help minimize this risk, we recommend that you have all reporting activity execute on a replicated instance of the database. CA Service Desk Manager includes CA Business Intelligence for reporting, so the risk increases. The risk increase because CA Business Intelligence leverages the CA Service Desk Manager server object manager component for reporting instead of using direct ODBC to the database to access the data. The data is accessed this way to help ensure that the access permissions for a user from a reporting perspective match the user permissions within the application. Furthermore, the replicated instance of the database must have a unique active CA Service Desk Manager server implementation to provide access to the report data. By accessing the data in this way, the replication process is more complicated. The replication process is more complicated because of the need to verify that the database replication process does not lock the database tables that CA Service Desk Manager uses. CA Service Desk Manager expects to have complete access to all of its tables. When CA Service Desk Manager encounters a locked table, it remains in a hung state that can only be cleared by recycling the CA Service Desk Manager services. CA Business Intelligence for CA Service Desk Manager 119

120 Configuration Planning The following example illustrates how a replicated reporting implementation should appear at a high level. Each product component appears as an individual server. However, you can configure the individual components to have multiple servers, with each server hosting individual parts of the components. Alternatively, a single server can host multiple components. To help assist in addressing this complexity, some basic configuration steps are provided in the samples\reporting directory. You can find the samples at the root of the CA Service Desk Manager installation directory. This chapter extends the information in the samples and provides additional details and suggestions to implement a replicated instance of CA Service Desk Manager for reporting. Configuration Planning To help you plan for a successful CA Business Intelligence configuration with a replicated reporting database, use the following information to research and gather information. Product and Database Instances - Complete the following steps: Verify that you have installed and configured a CA Service Desk Manager instance. Verify that you have a CA MDB database operating on either SQL Server or Oracle. Verify that you have a second database instance. 120 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

121 Configuration Considerations Servers - Complete the following steps: Verify that you have at least one server dedicated for the CA Business Intelligence functionality. Verify that you have a server dedicated for CA Service Desk Manager reporting. Consider the following information for development, testing, and production environments: Development and Testing Environments - You can execute a collocated database and a main instance of CA Service Desk Manager in addition to having a collocated reporting instance of CA Service Desk Manager, CA MDB, and CA Business Intelligence. Production Environments - We recommend that each component resides on an individual computer. If you use cluster technology for SQL Server, secondary servers for CA Service Desk Manager, or configure CA Business Intelligence for higher volumes and throughput, you can install each component of this environment across multiple computers. Configuration Considerations Consider the following information when configuring CA Business Intelligence with a replicated reporting database: Operating Systems and Databases - The steps provided in this chapter are valid for SQL Server 2005 and 2008, and Oracle 10G Release 2 on Windows. Sample Configuration Only - This information is provided as a sample configuration only and does not completely discuss all supported configurations. This information is not intended to serve as a detailed or comprehensive guide to replicating a database. However, the steps are applicable to most configurations. For complete details about configuring a replicated database, see your DBMS documentation. CA Business Intelligence for CA Service Desk Manager 121

122 How to Configure CA Business Intelligence with a Replicated Reporting Database Improper Permissions on Replicated Tables - You may encounter improper permissions on the replicated tables. To help you set the permissions correctly, a sample SQL Server script is included in the /samples/reporting directory in the CA Service Desk Manager installation directory. Merge Based Replication - Merge based replication is used for this solution. Therefore, it is important to prevent the reporting instance of CA Service Desk Manager from updating the replicated database. If the replicated database is updated, the results from the update depend on the replication strategy of the DBMS vendor. If the update is not overwritten by the replication procedure, you may need to truncate the table so it properly synchronizes with the source database. Important! Merge based replication is used for this solution because it does not lock the CA MDB tables. Therefore, the replication does not interfere with the proper operation of CA Service Desk Manager. Other forms of replication being used have resulted in CA Service Desk Manager not working due to the database tables being locking during the replication process. How to Configure CA Business Intelligence with a Replicated Reporting Database Complete the following steps to configure CA Business Intelligence with a replicated reporting database: 1. Install and configure the production instance of CA Service Desk Manager (see page 123). 2. Install a reporting database server (see page 123). 3. How to install and configure the reporting instance of CA Service Desk Manager (see page 123). This reporting instance of CA Service Desk Manager is additionally configured to avoid writing updates to the replicated database, which includes starting only a subset of the CA Service Desk Manager components. This reporting instance is enabled with a process set named OFFLINE_REPORTING. 4. Configure and publish the replication snapshot of the production database (see page 129). 5. Configure the reporting database to subscribe to the published replication data (see page 146). 6. Install and configure CA Business Intelligence (see page 156). You can install CA Business Intelligence before or after the reporting instance of CA Service Desk Manager. 7. Configure reporting on the production instance of CA Service Desk Manager (see page 157). 122 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

123 How to Configure CA Business Intelligence with a Replicated Reporting Database Install and Configure the Production Instance of CA Service Desk Manager The initial step when setting up the reporting infrastructure is to verify that the production instance of CA Service Desk Manager is running and operational. After verification, you can continue with the next step. Install a Reporting Database Server After verifying that the production environment is executing, you install a second database server to act as the reporting database server. This database server is configured to receive replicated data from the CA MDB on the production database server. After you install the reporting database server and verify that it is executing, you can continue to the next step. How to Install and Configure the Reporting Instance of CA Service Desk Manager When the reporting database is installed and configured, you install and configure the reporting instance of CA Service Desk Manager with any customized changes from the production instance of CA Service Desk Manager. To install and configure the reporting instance of CA Service Desk Manager, complete the following steps: 1. Install and configure the reporting instance of CA Service Desk Manager (see page 124). 2. Gather files and data from the production instance of CA Service Desk Manager (see page 125). 3. Set up the reporting instance of CA Service Desk Manager (see page 126). CA Business Intelligence for CA Service Desk Manager 123

124 How to Configure CA Business Intelligence with a Replicated Reporting Database Install and Configure the Reporting Instance of CA Service Desk Manager Use the following steps to install and configure the Reporting Instance of CA Service Desk Manager. 1. Install a primary server to act as the Reporting CA Service Desk Manager server. Note: Do not configure the server. 2. Using a text editor, open the NX_ROOT\pdmconf\NX.env_nt.tpl file (NX_ROOT is the installation directory for CA Service Desk Manager) complete the following steps: a. Use the following sample code to verify that auditing is commented out: # Create audit log entry for field # Create audit log entry for b. Add the following code and parameters to the end of the 3. Execute the CA Service Desk Manager Server Configuration process. During the configuration, reference the Reporting Database Server. 4. Using a text editor, open the NX_ROOT\pdmconf\pdm_startup file. 124 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

125 How to Configure CA Business Intelligence with a Replicated Reporting Database 5. Edit the file by changing the line [ default procset MAIN_PROCSET ] to [ default procset OFFLINE_REPORTING ]. 6. Identify the entry [ procset OFFLINE_REPORTING ] and modify the content as follows: [ procset OFFLINE_REPORTING ] DBADMIN sw_ver_ctl bpnotify_nxd confirm_db nx_user license_nxd kt_daemon rpc_srvr spel_srvr domsrvr bpvirtdb_srvr bop_login webengine wsp_domsrvr wsp_webengine pdm_tomcat 7. Save and close the file. 8. Repeat the previous steps to edit the pmd_startup file for the NX_ROOT\pdmconf\pdm_startup.tpl file. Repeating these steps helps ensure that future executions of the CA Service Desk Manager Server Configuration Utility do not change these changes back to the default settings. 9. Start the CA Service Desk Manager services. The Reporting Instance of CA Service Desk Manager is successfully installed and configured. Gather Files and Data from the Production Instance of CA Service Desk Manager Use the following steps to gather files and data from the Production Instance of CA Service Desk Manager. 1. Log in to the primary server of the Production Instance of CA Service Desk Manager. 2. Open a Command Prompt window. CA Business Intelligence for CA Service Desk Manager 125

126 How to Configure CA Business Intelligence with a Replicated Reporting Database 3. Execute the following commands: a. pdm_extract wsptbl > wsptbl.txt b. pdm_extract wspcol > wspcol.txt 4. Copy the C:\Program Files\CA\Service Desk\site\mods directory and all files within the directory to a temporary directory on the Reporting Instance of CA Service Desk Manager. Note: Use a file compression product to help reduce the disk space requirement on the Reporting Instance of CA Service Desk Manager. Do not copy the files to a temporary directory immediately under the CA Service Desk Manager installation directory. The files and data are successfully gathered from the Production Instance of CA Service Desk Manager. Set Up the Reporting Instance of CA Service Desk Manager Use the following steps to set up the Reporting Instance of CA Service Desk Manager with any customized changes from the Production Instance of CA Service Desk Manager. 1. Log in to the primary server of the Reporting Instance of CA Service Desk Manager. 2. Open a Command Prompt window. 3. Execute the cd <directory name> command to navigate to the temporary directory that you previously created on the Reporting Instance of CA Service Desk Manager where the wsptbl.txt and wspcol.txt files are located (see page 125). 4. Execute the following commands: a. pdm_load f wsptbl.txt b. pdm_load f wspcol.txt 5. Execute the pdm_wsp command to start the Web Screen Painter. 6. When prompted, enter your CA Service Desk Manager credentials to log in to the Web Screen Painter. The Web Screen Painter opens. 7. Select Tools, Schema Designer. The Schema Designer opens. 8. On the left side of the page, select any table in the tree. 126 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

127 How to Configure CA Business Intelligence with a Replicated Reporting Database 9. On the right side of the page, type desc in Description field for the table. 10. Select File, Save. 11. Close the Schema Designer. The Web Screen Painter appears. 12. Select File, Save and Publish. 13. Follow the on-screen instructions and click OK to accept the default values. 14. Close the Web Screen Painter and all associated windows that are open. 15. Return to the Command Prompt windows that you previously opened. 16. Execute the pdm_halt -w command to stop all CA Service Desk Manager services. 17. Execute the pdm_publish command to publish the CA Service Desk Manager schema changes. The schema is merged and the correct schema files are loaded. 18. Navigate to the CA Service Desk Manager site\mods directory and rename NX_ROOT\site\mods to NX_ROOT\site\mods_original. Note: In this example path, the default installation path is used. 19. Copy the site\mods directory that you copied from the Production Instance of CA Service Desk Manager from the temporary directory to the NX_ROOT\site directory on the Reporting Instance of CA Service Desk Manager. A NX_ROOT\site\mods directory is created on the Reporting Instance of CA Service Desk Manager that contains all of the customized changes from the Production Instance of CA Service Desk Manager. 20. Using a text editor, open the NX_ROOT\pdmconf\pdm_startup file. CA Business Intelligence for CA Service Desk Manager 127

128 How to Configure CA Business Intelligence with a Replicated Reporting Database 21. Edit the file by changing the line [ default procset MAIN_PROCSET ] to [ default procset OFFLINE_REPORTING ]. 22. Identify the entry [ procset OFFLINE_REPORTING ] and comment out the following entries by preceding each entry with a semicolon ( ; ). After you edit the entries, they appear as follows: ;wsp_domsrvr ;wsp_webengine ;pdm_tomcat 23. Save and close the file. 24. Repeat the previous steps to edit the pmd_startup file for the NX_ROOT\pdmconf\pdm_startup.tpl file. 25. Restart the CA Service Desk Manager service. The Reporting Instance of CA Service Desk Manager is successfully installed and configured. Note: If you need to move new customized changes from current Production to the replicated CA Service Desk Manager instance, repeat the steps from Install and Configure the Reporting Instance of CA Service Desk Manager (see page 124). Oracle Considerations After the initial installation and configuration of CA Service Desk Manager, the CA_CONTACT and USP_CONTACT tables may include data that the CA Service Desk Manager configuration has added which Oracle Streams may not overwrite. To correct this situation, complete the following steps to drop the two tables so they can be replicated correctly: 1. Stop the CA Service Desk Manager services on the Reporting Server. 2. Drop the CA_CONTACT and USP_CONTACT tables from the MDBADMIN schema by executing the following SQL *Plus commands: drop table MDBADMIN.CA_CONTACT CASCADE CONSTRAINTS; drop table MDBADMIN.USP_CONTACT CASCADE CONSTRAINTS; 3. Set up Oracle Stream replication from the production server to the replicated server, which detects the dropped tables and creates and loads the contact data on the replicated database. 128 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

129 How to Configure CA Business Intelligence with a Replicated Reporting Database Configure and Publish the Replication Snapshot of the Production Database This step describes how to configure and publish the replication snapshot of the Production Database. The goal of this step is to establish a replicated CA MDB database on the reporting database server. These steps apply to SQL Server 2005 and 2008 and Oracle 10G Release 2 on Windows 2003 Server. The steps may be different, depending on your operating environment, DBMS vendor, version, and so forth. For complete details and the steps to establish and maintain a replicated database, see your DBMS documentation. However, we recommended that you read these steps completely and note any required actions for CA Service Desk Manager. Before you begin, note the following required SQL Server prerequisites to configure the replication. Similar prerequisites are required for Oracle. See your Oracle documentation for complete details. A domain account for replication, which is also added as a login to SQL Server on the production database server. Provide this login db_owner rights to the distribution (created when the replication distributor is configured) and MDB databases. In addition, add this login to the Publication Access List. Provide a network file share location for the replication snapshot file. This file must be accessible from both the production database server and the reporting database server. In addition, the domain account for replication previously created must have read/write access to the file share location. Steps specific to CA Service Desk Manager include clearing certain tables from replication and updating the permissions on the replicated tables. The permissions update can be completed with a script provided in the /samples/reporting directory of the CA Service Desk Manager installation. Note: You do not have to complete the permissions script step for SQL Server when configuring SQL replication with the Copy permissions parameter set to true. CA Business Intelligence for CA Service Desk Manager 129

130 How to Configure CA Business Intelligence with a Replicated Reporting Database To configure and publish the replication snapshot of the production database 1. Start Microsoft SQL Server Management Studio and connect to the production database server. Microsoft SQL Server Management Studio opens. 2. In the tree on the left, expand the Replication node, right-click Local Publications, and select New Publication. The New Publication Wizard appears. 3. Click Next to start the wizard, as shown in the following example: 4. (Optional) If you are configuring replication on the server for the first-time, the Distributor page appears, as shown in the following example: 130 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

131 How to Configure CA Business Intelligence with a Replicated Reporting Database 5. Specify the Production Database Server to act as its own Distributor and click Next. 6. (Optional) If prompted, specify that the SQL Server Agent should start automatically and click Next. The Snapshot Folder page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 131

132 How to Configure CA Business Intelligence with a Replicated Reporting Database 7. Specify the snapshot network file share location (if known), or accept the default snapshot location and click Next. The Publication Database page appears, as shown in the following example: 8. Select mdb as the database to publish and click Next. Note: If you previously configured replication on this database server, the wizard begins on this page. The Publication Type page appears, as shown in the following example: 132 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

133 How to Configure CA Business Intelligence with a Replicated Reporting Database 9. Select Merge publication and click Next. Note: When you select Merge publication, you indicate that you must verify that no updates are made to the replication offline database because the changes are applied to the production database. In the following steps, safeguards are implemented to help ensure that the data integrity on the production database server is not compromised. The Subscriber Types page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 133

134 How to Configure CA Business Intelligence with a Replicated Reporting Database 10. Select the SQL Server 2005 check box and click Next. Note: This step also applies to SQL Server The Articles page appears, as shown in the following example: 11. Select the check box to the left of the Tables node and expand the tree. 134 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

135 How to Configure CA Business Intelligence with a Replicated Reporting Database 12. Scroll in the list to the dlgtsrv and options tables, as shown in the following example: 13. Clear the check boxes for both the dlgtsrv and options tables. 14. Clear the check boxes for the ebr_fulltext, ebr_fulltext_adm, and ebr_synonyms tables. Replication interferes with the functioning of Knowledge indexing utility (pdm_k_reindex). 15. Clear the check boxes for the ci_twa_ci table. Important! This step is necessary due to a limitation of SQL Server replication for tables with more than 240 columns. 16. Collapse and select the Tables node, select the Article Properties drop-down on the right, and select the Set Properties for All Table Articles option, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 135

136 How to Configure CA Business Intelligence with a Replicated Reporting Database The Properties for All Table Articles dialog appears, as shown in the following example: 17. Click the Properties tab, scroll to the Copy Objects and Settings to Subscriber section, and complete the following steps: Copy user triggers 136 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

137 How to Configure CA Business Intelligence with a Replicated Reporting Database Help ensure that SQL triggers take no additional actions on the reporting database. Set this property to False. Copy collation Required to integrate with CA Service Catalog. Set this property to False. Copy permissions Prevent the requirement for the SQL script to correct table permissions on the replicated CA MDB that is in the samples\reporting directory of the CA Service Desk Manager server installation. Set this property to True. 18. Scroll to the Destination Object section of the page, as shown in the following example: 19. Select the Synchronization direction property and change the value to Download-only to Subscriber, allow Subscriber changes. Note: This property setting helps ensure that data from the reporting database is not applied to the production database. The allow Subscriber changes option helps reduce the chance of failure for any applications on the reporting database server that may have to update a specific replicated table. 20. Click OK. 21. Click Next in the wizard. The Article Issues page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 137

138 How to Configure CA Business Intelligence with a Replicated Reporting Database 22. Click Next to allow the publication process to add a unique identifier column to each table. The Filter Table Rows page appears, as shown in the following example: 23. Accept the default values on the page and click Next. The Snapshot Agent page appears, as shown in the following example: 138 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

139 How to Configure CA Business Intelligence with a Replicated Reporting Database 24. Select the Create a snapshot immediately check box and click Next. Note: If you must update the snapshot properties, clear both check boxes on this page and click Next. Scheduling the snapshot agent to execute on a regular basis should not be required. The Agent Security page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 139

140 How to Configure CA Business Intelligence with a Replicated Reporting Database 25. Click the Security Settings button. The Snapshot Agent Security page appears, as shown in the following example: 26. Select the Run under the following Windows account option, specify the domain user account details that must access the snapshot file location, and click OK. Note: Although it is not a best practice, for testing purposes you can use a local administrator account that has access to the replication snapshot shared folder. Do not change the Connect to the Publisher option and accept the default value to impersonate the process account. The Agent Security page appears, as shown in the following example: 140 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

141 How to Configure CA Business Intelligence with a Replicated Reporting Database 27. Click Next to continue. The Wizard Actions page appears, as shown in the following example: 28. Accept the default values on the page and click Next. The Complete the Wizard page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 141

142 How to Configure CA Business Intelligence with a Replicated Reporting Database 29. Specify a name for the publication and click Finish. The publishing process takes time to create the columns in the tables and take a snapshot. When the process is complete, a Success confirmation page appears, as shown in the following example: 30. Click Close. 142 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

143 How to Configure CA Business Intelligence with a Replicated Reporting Database 31. Open Microsoft SQL Server Management Studio, expand the Replication node, and view the created publication under the Local Publications node, as shown in the following example: The replication snapshot of the production database is configured and published. Update a Publication After you create a snapshot, you can update the Publication definition to specify the correct UNC path location to store the snapshot files. Before you begin, verify that you have created a file share that is accessible from both database servers for storing the snapshot files. In addition, provide read/write permissions to the share and folder for the replication domain user that is used to execute the snapshot creation process. CA Business Intelligence for CA Service Desk Manager 143

144 How to Configure CA Business Intelligence with a Replicated Reporting Database To update a publication 1. Start Microsoft SQL Server Management Studio and connect to the production database server. Microsoft SQL Server Management Studio opens. 2. In the tree on the left, expand the Replication, Local Publications nodes, right-click the publication that you created, and select Properties. Note: If you change a property that requires the regeneration of the snapshot, you are prompted to regenerate the snapshot. The Publication Properties Wizard appears, as shown in the following example: 144 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

145 How to Configure CA Business Intelligence with a Replicated Reporting Database 3. Complete the following steps: a. In the tree on the left, click Snapshot. b. Clear the Put files in the default folder check box. c. Select the Put files in the following folder check box. d. Specify the path to the file share, or click Browse to navigate to the My Network Places folder structure to locate the shared folder. 4. When you select or specify the file share location, you return to the Snapshot Details page. This page displays the selected UNC path location for the snapshot files. 5. In the tree on the left, navigate to Publication Access List. The Publication Properties page appears and displays the list of SQL login identifiers that can access the publication, as shown in the following example: 6. Click Add. The replication domain account is added. CA Business Intelligence for CA Service Desk Manager 145

146 How to Configure CA Business Intelligence with a Replicated Reporting Database 7. Click OK. The Publication Properties dialog appears, as shown in the following example: 8. Click Yes. The property changes are saved and the snapshot is regenerated. Configure the Reporting Database to Subscribe to the Published Replication Data At this point, you establish a subscription on the reporting database server to the published replication database that was configured on the production database server in the previous step. To configure the reporting database to subscribe to the published replication data 1. Start Microsoft SQL Server Management Studio and connect to the reporting database server. Microsoft SQL Server Management Studio opens. 2. In the tree on the left, expand the Replication node, right-click Local Subscription, and select New Subscriptions. The New Subscription Wizard appears. 146 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

147 How to Configure CA Business Intelligence with a Replicated Reporting Database 3. Click Next to start the wizard, as shown in the following example: The Publication page appears, as shown in the following example: 4. Select <Find SQL Server Publisher> in the Publisher drop-down list. The Connect to Server dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 147

148 How to Configure CA Business Intelligence with a Replicated Reporting Database 5. Specify the production database server name, provide the appropriate login credentials, and click Connect. The Publication page appears and displays all available publications on the database server, as shown in the following example: 6. Select the publication that was previously configured and click Next. 148 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

149 How to Configure CA Business Intelligence with a Replicated Reporting Database The Merge Agent Location page appears, as shown in the following example: 7. Verify that the Run each agent as its Subscriber (pull subscriptions) option is selected and click Next. The Subscribers page appears, as shown in the following example: 8. Verify that the mdb is selected as the subscription database and click Next. CA Business Intelligence for CA Service Desk Manager 149

150 How to Configure CA Business Intelligence with a Replicated Reporting Database The Merge Agent Security page appears, as shown in the following example: 9. Click the button to the right of the Connection to Subscriber column. The Merge Agent Security dialog appears, as shown in the following example: 150 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

151 How to Configure CA Business Intelligence with a Replicated Reporting Database 10. Specify the security credentials for the Merge Agent and click OK. This step includes specifying the replication domain account to use to execute the merge job. The Merge Agent Security page appears. 11. Click Next to continue. The Synchronization Schedule page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 151

152 How to Configure CA Business Intelligence with a Replicated Reporting Database 12. Complete the following steps: a. Click the Agent Schedule column. b. Select <Define a Schedule> in the drop-down list. c. Based on your reporting requirements, select a schedule. Note: If you need real-time data in your reports, select Run continuously. Use caution when selecting this option, as system performance may be negatively impacted. 13. Click Next. The Initialize Subscriptions page appears, as shown in the following example: 152 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

153 How to Configure CA Business Intelligence with a Replicated Reporting Database 14. Accept the default values on the page and click Next. The Subscription Type page appears, as shown in the following example: 15. In the Subscription Type column, select Client from the drop-down list and click Next. The Wizard Actions page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 153

154 How to Configure CA Business Intelligence with a Replicated Reporting Database 16. Verify that the Create the subscription(s) check box is selected and click Next. The Complete the Wizard page appears, as shown in the following example: 17. Verify the subscription settings and click Finish. The Creating Subscription(s) page appears, as shown in the following example: 154 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

155 How to Configure CA Business Intelligence with a Replicated Reporting Database 18. After the subscription is successfully created, click Close. The reporting database is configured to subscribe to the published replication data. Troubleshoot Table Permissions in the Replicated Database If you receive any errors with the table permissions in the replicated CA MDB database, you can execute the /samples/reporting/perm_all_tables_sql.sql script to grant permissions to all of the tables. You can copy this script from the production system. This step should not be necessary, due to how the snapshot is created. However, you can confirm that role security is enabled and that the SQL script is not necessary by completing these steps. To configure SQL Server to receive replicated data from the production CA MDB database 1. Start Microsoft SQL Server Management Studio. 2. Log in using an account that has Microsoft SQL Server administration permissions. 3. Browse to the Databases folder. 4. Click the plus sign next to the mdb database. CA Business Intelligence for CA Service Desk Manager 155

156 How to Configure CA Business Intelligence with a Replicated Reporting Database 5. Browse to the Security, Roles, Database Roles folder. 6. Double-click the service_desk_admin_group role. The Database Role Properties dialog appears, as shown in the following example: 7. In the tree on the left side of the page, click Securables. 8. Verify that the call_req table appears in the Securables list and permissions are granted on the Explicit tab. You do not have to execute the SQL script. The replicated SQL Server database is configured to receive replicated data from the production CA MDB database. Install and Configure CA Business Intelligence In this step to configure CA Business Intelligence with a replicated reporting database, you install and configure CA Business Intelligence. Complete this step before or after the reporting instance of CA Service Desk Manager is installed. For more information about how to install and configure CA Business Intelligence, see Install CA Business Intelligence (SQL Server) (see page 44). 156 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

157 Considerations Configure Reporting on the Production Instance of CA Service Desk Manager In this step to configure CA Business Intelligence with a replicated reporting database, the replication should be operational. The CA Business Intelligence instance should use ODBC to point to the offline reporting instance of CA Service Desk Manager. The displayed data only changes if the replication has successfully pulled the data over from the production CA Service Desk Manager database. To configure reporting on the production instance of CA Service Desk Manager 1. On the production instance of CA Service Desk Manager, log in to CA Service Desk Manager. 2. Click the Administration tab. The Administration console appears. 3. Select Administration, Options Manager. 4. Update all three options for web reporting, verifying that the offline CA Business Intelligence Reporting Server is used where appropriate. Considerations Consider the following information when working with replicated databases: Web Screen Painter (see page 157) Sharing the CA MDB with Other CA Technologies Solutions (see page 164) Archiving (see page 165) Web Screen Painter When schema or Majic adaptations are made to the production instance of CA Service Desk Manager, consider the following information: Any schema or Majic changes made to the production instance of CA Service Desk Manager must also be applied to the reporting instance of CA Service Desk Manager. The Web Screen Painter Schema Designer utility fails with a database error when attempting to extend the schema to accommodate new columns in existing tables and when adding new tables. CA Business Intelligence for CA Service Desk Manager 157

158 Considerations Update the Schema and Add a New Table When updating the schema to add a new table, publish to the CA Service Desk Manager schema using the standard processes. After the schema modification processes are complete, restart the Snapshot Agent. To update the schema and add a new table 1. Start the Microsoft SQL Server Management Studio. 2. Log in with an account that has Microsoft SQL Server administration rights. 3. Navigate to the Replication, Local Publications folder. 4. Right-click the publication and select View Snapshot Agent Status. The View Snapshot Agent Status page appears, as shown in the following example: 5. Wait until the agent completes and click the Start button. Update the Schema and Add New Columns for Existing Tables After updating the schema to add new columns to existing tables and before you execute the CA Service Desk Manager pdm_publish utility, verify that the command line screen buffer is increased so that all error messages are captured. 158 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

159 Considerations To increase the command line screen buffer 1. Open a Command Prompt window. 2. Right-click the title bar and select properties. The Command Properties dialog appears, as shown in the following example: 3. Click the Layout tab. 4. Change the Screen Buffer Height value to Click OK. The new schema modifications can be published to the CA Service Desk Manager schema using the pdm_publish process. For information about how to use the pdm_publish process, see the CA Service Desk Manager Administration Guide. CA Business Intelligence for CA Service Desk Manager 159

160 Considerations How to Troubleshoot SQL Server Errors When updating the schema and adding new columns for existing tables, you receive many SQL Server errors for each new column that is added. Messages appear similar to the following example: ERROR [Microsoft OLE DB Provider for SQL Server] [ SQL Code=21050 SQL State=42000] Only members of the sysadmin fixed server role or db_owner fixed database role can perform this operation. Contact an administrator with sufficient permissions to perform this operation. 1 column(s) added successfully The errors occur because SQL Server attempts unsuccessfully to add the columns to the replicated articles. To troubleshoot SQL Server errors, complete the following steps: 1. Reinitialize the subscriptions (see page 160) 2. Reinitialize the subscriber (see page 162) 3. Verify the subscription status (see page 163) Reinitialize the Subscriptions In this step to troubleshoot SQL Server errors, you reinitialize the subscriptions using Microsoft SQL Server Management Studio. To reinitialize the subscriptions 1. Start the Microsoft SQL Server Management Studio and connect to the reporting database. 2. Log in with an account that has Microsoft SQL Server administration rights. 160 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

161 Considerations 3. Navigate to the Replication, Local Publications folder. 4. Right-click the publication and select Properties. The Publication Properties dialog appears, as shown in the following example: 5. In the tree on the left, select Articles. 6. Scroll in the list to the name of the table that you attempted to update. Note: Refer to the error messages viewed previously for the complete list of tables and columns to update. CA Business Intelligence for CA Service Desk Manager 161

162 Considerations 7. Select the check box next to each column to replicate. 8. Click OK. The Reinitialize Subscriptions dialog appears, as shown in the following example: 9. Complete the following steps: a. Select the Generate the new snapshot now check box. b. Select the Upload unsynchronized changes before reinitialization check box. c. Click the Mark for Reinitialization button. The subscriptions are reinitialized. Reinitialize the Subscriber In this step to troubleshoot SQL Server errors, you reinitialize the subscriber using Microsoft SQL Server Management Studio. To reinitialize the subscriber 1. Start the Microsoft SQL Server Management Studio and connect to the reporting database. 2. Log in with an account that has Microsoft SQL Server administration rights. 162 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

163 Considerations 3. Navigate to the Replication, Local Publications folder. 4. Right-click the subscriber and select Reinitialize. 5. Verify that you want to reinitialize the subscriber. The subscriber is reinitialized. Verify the Subscription Status In this step to troubleshoot SQL Server errors, you verify the subscription status using Microsoft SQL Server Management Studio. To verify the subscription status 1. Start the Microsoft SQL Server Management Studio and connect to the reporting database. 2. Log in with an account that has Microsoft SQL Server administration rights. CA Business Intelligence for CA Service Desk Manager 163

164 Considerations 3. Navigate to the Replication, Local Subscriptions folder. 4. Right-click the subscription and select View Synchronization Status. The View Synchronization Status dialog appears, as shown in the following example: 5. Review the current synchronization progress of the subscription. The subscription status is verified. Sharing the CA MDB with Other CA Technologies Solutions When sharing the CA MDB with other CA Technologies solutions, consider the following information: A patch for CA Service Desk Manager to help ensure that the MDB installation and upgrade process works properly on an MDB having Merge Replication configured is available on the CA Support website at Exclude all tables from the replication process that begin with tng and wv. Tables beginning with tng and wv result in errors with the replication snapshot process. 164 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

165 Considerations Exclude the usd_class_versions table from the snapshot articles when the MDB are shared with other CA Technologies solutions. When the CA MDB is shared, including the usd_class_versions table in the snapshot articles results in errors. When you include a table in snapshot articles and you receive an error that is related to that table when generating the snapshot, the first step to troubleshoot is to exclude the table from replication. (CA Service Catalog Integration) CA Service Catalog requires that the Copy Collation parameter is set to true for all snapshot articles. All tables specific to CA IT Client Manager must be excluded from replication. The tables that are shared with CA Service Desk Manager may be included in the replication configuration. However, this means that you must configure the removal of these shared tables from the CA IT Client Manager internal replication mechanism. For more information about the internal replication functionality, see your CA IT Client Manager documentation. Additional replication configuration details when sharing the MDB with other CA Technologies solutions are available on the CA Support website at Archiving When archiving, you typically want to verify that the performance of your production server is as optimal as possible. To help increase performance, you can implement an archive policy. The policy can gather and put aside closed records from the production database that are older than a certain amount of time. However, you may have requirements to report on records over a longer time period, beyond the records that remain in the production database. Implement an Archive Policy to Ignore Data Delete Requests When archiving, you can use a previous feature and have the replication process ignore data delete requests. When you use this feature, you can allow the production database to be cleared and optimized, while still permitting reporting to continue over a more complete set of records. To implement an archive policy that ignores data delete requests 1. Open a browser and navigate to The MSDN Developers website opens. 2. At the top of the page, click Library. CA Business Intelligence for CA Service Desk Manager 165

166 Considerations 3. On the left, search for Specify that Deletes should not be tracked for merge articles. The search results appear. 4. Click the appropriate article in the search results. Note: Multiple articles appear in the search results. Verify that you select the correct article and that the article title appears as How to: Specify That Deletes Should Not Be Tracked for Merge Articles (Replication Transact-SQL Programming). 5. Complete the instructions that are documented in the article. When you do not want to implement this feature, perform some replication programming using the DeleteHandler method as part of the Business Logic Handler functionality. Complete the previous steps and search for Implement a Business Logic Handler for a Merge Article. Verify that the article title appears as How to: Implement a Business Logic Handler for a Merge Article (Replication Programming). Complete the instructions that are documented in the article. 166 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

167 Chapter 7: Upgrading Overview You can upgrade the Business Intelligence content and system data from BusinessObjects Enterprise XI Release 2 to BusinessObjects Enterprise XI 3.1. Before you begin, understand the difference between upgrading and other software update options, such as migration and importing. Upgrading means replacing components and files from the existing BusinessObjects Enterprise XI Release 2 installation with components and files from BusinessObjects Enterprise XI 3.1. Importing means copying reports, report instances, users, groups, Universes, Universe connections, and other objects from one BusinessObjects Enterprise deployment to another. Migration means moving the complete CA Business Intelligence infrastructure to new clean system. Your available upgrade options depend on your current deployment and your preferred method of updating. How to Upgrade to BusinessObjects XI Release 3.1 Important! Before you upgrade, back up your system. If your server is operating on Windows 2003 Service Pack 1 or Service Pack 2, verify that you have downloaded and installed the Microsoft Windows 2003 Server operating environment patch KB For information about how to install this environment patch, see How to Configure SQL Server as the CMS Database (see page 40). Complete the following steps to upgrade to BusinessObjects XI Release 3.1: 1. Upgrade the BusinessObjects installation (see page 168). 2. Configure the CA Business Intelligence installation (see page 173). 3. Verify that CA Service Desk Manager works correctly (see page 175). 4. Verify that CA Business Intelligence Release 3 works correctly (see page 175). CA Business Intelligence for CA Service Desk Manager 167

168 How to Upgrade to BusinessObjects XI Release Review the installation log files (see page 178). 6. Uninstall the previous version of CA Business Intelligence. For more information about how to uninstall CA Business Intelligence, see the CA Business Intelligence Implementation Guide. Upgrade the BusinessObjects Installation The CA Business Intelligence Installer guides you through the upgrade process for your BusinessObjects installation. If the upgrade detects an existing BusinessObjects Enterprise XI 3.x installation, you cannot continue until the solution has been successfully uninstalled. For more information about how to uninstall CA Business Intelligence, see the CA Business Intelligence Implementation Guide. To upgrade the BusinessObjects installation 1. Insert the installation media for CA Business Intelligence into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the cabiinstall.exe file from the root directory of the installation media to start the installation. 2. Select English as the language for the upgrade and click Next. The License Agreement dialog appears. 3. Accept the license agreement and click Next. The Sample Database and Templates dialog appears. 4. Select the Yes option button to install the sample database and templates, and optionally change the location to where the response file is installed. The default installation location for the response file is C:\Program Files\CA\SC\CommonReporting3\cabiresponse.ine. 5. Click Next. The Generate Response File dialog appears. 6. Select Yes if you want to save the CA Business Intelligence response file, otherwise select No. 168 Chapter 7: Upgrading

169 How to Upgrade to BusinessObjects XI Release (Optional) If you select Yes in the previous step, enter the response file name and the directory where the response file is created. The following information provides the default response file locations: (Windows 32-bit computers) C:\Program Files\CA\SC\CommonReporting3 (x64 computers) C:\Program Files X(86)\CA\SC\CommonReporting3 8. Click Next. The Review Settings dialog appears. 9. Click Install. The CA Business Intelligence Setup Introduction dialog appears. 10. Click Next and follow the on-screen instructions. 11. Accept the BusinessObjects License Agreement and click Next. The Choose Language Packs Dialog appears, as shown in the following example: 12. Select the language packs that you want to install, and click Next. The BusinessObjects Enterprise Upgrade dialog appears. 13. Select Yes, perform an upgrade installation, and click Next. The Select Existing Database dialog appears. CA Business Intelligence for CA Service Desk Manager 169

170 How to Upgrade to BusinessObjects XI Release Select the database type, and based on your selected database, enter the database information. 15. (Optional) If you want to copy data from an existing SQL Server database, select SQL Server (ODBC) and click Browse, as shown in the following example: The SQL Server Logon dialog appears. 16. Select the data source name, enter the login ID and password, select the database, and click Next. The Existing CMS Database Information for Upgrade dialog appears again. 17. Click Next. The Install Type Dialog appears, as shown in the following example: 170 Chapter 7: Upgrading

171 How to Upgrade to BusinessObjects XI Release Enter a CMS port number and click Next. Note: The default port number is When implementing an integrated environment with two or more CA Technologies solutions, verify that you do not have any conflicts with this port number. The Server Components Configuration dialog appears. 19. Enter your existing BusinessObjects Enterprise CMS, the administrator password, confirm the password, and click Next. The Server Intelligence Agent dialog appears. 20. Enter the Server Intelligence Agent node name and port number. Note: The default port number is When implementing an integrated environment with two or more CA Technologies solutions, verify that you do not have any conflicts with this port number. CA Business Intelligence for CA Service Desk Manager 171

172 How to Upgrade to BusinessObjects XI Release Click Next. The SQL Server Logon dialog appears, as shown in the following example: 22. Complete the following steps: a. Select the data source name. b. Enter the login ID and password. c. Select the database. d. Click OK. The Web Application Server dialog appears. 23. Accept the default values and click Next. Note: The default values are acceptable for most installations. The Configure Tomcat dialog appears. 172 Chapter 7: Upgrading

173 How to Upgrade to BusinessObjects XI Release (Optional) Update the port numbers and click Next. Note: The default connection port number is 8085, the default shutdown port number is 8086, and the default redirect port number is When implementing an integrated environment with two or more CA Technologies solutions, verify that you do not have any conflicts with these port numbers. The Start Installation dialog appears. 25. Click Next. When the installation has finished, the CA Business Intelligence has been successfully installed dialog appears. 26. Click Finish. The Install Complete dialog appears. 27. Click Done to restart your system. The upgrade is complete after restarting your system. Note: After the installation, two instances of BusinessObjects XI appear on your system. The previous instance is disabled. Do not uninstall the previous instance until you have made the necessary changes to the file repository servers (input/output). For more information about the necessary changes to the file repository servers, see the CA Business Intelligence Implementation Guide and search for Repoint the File repository Servers. Configure the CA Business Intelligence Installation After you have successfully upgraded the BusinessObjects installation, configure your CA Business Intelligence installation so that it works properly. Note: This Green Book assumes that CA Service Desk Manager is installed on the same node as CA Business Intelligence. CA Business Intelligence for CA Service Desk Manager 173

174 How to Upgrade to BusinessObjects XI Release 3.1 To configure the CA Business Intelligence installation 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. The CA Service Desk Manager Installation Menu dialog appears. 2. Click the Product Installs tab and click the CA Business Intelligence Configuration link. The CA Service Desk Manager Component Installer Wizard dialog appears. 3. Specify the following information: BI Admin User Name Defines the CA Business Intelligence administrator account user name. BI Admin Password Defines the CA Business Intelligence administrator account password. CA Service Desk Manager Admin User Name Defines the CA Business Intelligence administrator account user name. CA Service Desk Manager Admin Password Defines the CA Business Intelligence administrator account password Create Default Users Specifies if you want to create default user accounts. 4. Click Finish. The installation begins. 5. Click OK in the All tasks have finished successfully message dialog. 174 Chapter 7: Upgrading

175 How to Upgrade to BusinessObjects XI Release 3.1 Verify that CA Service Desk Manager Works Correctly After you have successfully upgraded the BusinessObjects installation, verify that CA Service Desk Manager works correctly by completing the following steps: Verify the Analyst login (see page 175) Verify the Customer login from the CA Service Desk Manager Self Service Interface (see page 175) Verify the automated task functionality (see page 175) Verify the Analyst Login In this step, you log in to the CA Service Desk Manager Self Service Interface as an Analyst. This step helps you verify that the product was successfully installed and is ready to use. Verify the Customer Login from the CA Service Desk Manager Self Service Interface In this step, you log in to the CA Service Desk Manager Self Service Interface as an Employee or Customer. This step helps you verify that the product was successfully installed and is ready to use. Verify the Automated Task Functionality In this step, you verify the automated task functionality. This step helps you verify that the product was successfully installed and is ready to use. Verify that CA Business Intelligence Release 3 Works Correctly After you have successfully upgraded the BusinessObjects installation, verify that CA Business Intelligence Release 3 works correctly by completing the following steps: 1. Verify the CA Service Desk Manager functionality (see page 176) 2. Test the connection to CA Service Desk Manager (see page 177) 3. Export the Universe (see page 178) CA Business Intelligence for CA Service Desk Manager 175

176 How to Upgrade to BusinessObjects XI Release 3.1 Verify the CA Service Desk Manager Functionality After you have successfully upgraded the BusinessObjects installation, verify the CA Service Desk Manager functionality. This step helps you verify that product was successfully installed and is ready to use. To verify the CA Service Desk Manager functionality 1. Start InfoView. The Log On to InfoView dialog appears. 2. Enter your user name and password, and click Log In. The Folders dialog appears, as shown in the following example: 3. Expand Public Folders, CA Reports. 4. Verify that the CA Service Desk folder exists in the CA Reports folder. 5. Expand CA Service Desk. 176 Chapter 7: Upgrading

177 How to Upgrade to BusinessObjects XI Release Verify that the MSP Reports and Support automation folders exist in the CA Service Desk folder. 7. Open the Universe Designer. The Universe Designer dialog appears. 8. Click File, Import on the toolbar. The Import Universe dialog appears. 9. Select Folder, universe and Import Folder, and click OK. The Universe is imported. 10. Click File, Export on the toolbar. The Export Universe dialog appears. 11. Select the domain and groups to assign to the exported Universe, and click OK. 12. Use Windows Explorer to verify that the Universe exists. Note: The default location where you can verify the Universe is C:\Documents and Settings\<logged in user>\application Data\Business Objects\Business Objects name>\ca Universes\CA Service Desk.unv. Test the Connection to CA Service Desk Manager After you have successfully upgraded the BusinessObjects installation, verify the CA Service Desk Manager connection. This step helps you verify that product was successfully installed and is ready to use. To test the connection to CA Service Desk Manager 1. Click File, Parameters on the Universe Designer toolbar. The Edit CA Service Desk Connection dialog appears. 2. Click Next. The Edit CA Service Desk Connection Login Parameters dialog appears. 3. Enter the password, and click Next. The Test the Connection dialog appears with the message The server is responding! 4. Click OK. CA Business Intelligence for CA Service Desk Manager 177

178 How to Upgrade to BusinessObjects XI Release 3.1 Export the Universe After you have successfully tested the connection to CA Service Desk Manager, export the Universe. This step is necessary due to the password being changed during the verification process. To export the Universe 1. Click File, Export on the Universe Designer toolbar. A warning dialog appears, informing you that the Universe is saved before being exported. 2. Click Continue. The Export Universe dialog appears. 3. Select the domain CA Universes and groups to assign to the exported Universe, and click OK The Universe is exported. Review the Installation Log Files During the upgrade to BusinessObjects XI Release 3.1, you can view the log files to see the details of the installation process. The log files can be used as a reference or to troubleshoot installation errors. We recommend that you review these files to help ensure that all components are installed correctly in the correct locations. CA Business Intelligence and BusinessObjects Enterprise log files are located in the following directories: CA Business Intelligence Navigate to the top level of the CA Business Intelligence installation directory and search for ca-install.log and CA_Business_Intelligence_InstalllLog.log. BusinessObjects Enterprise C:\Program Files\CA\SC\CommonReporting3\BusinessObjects Enterprise 12.0\logging 178 Chapter 7: Upgrading

179 Chapter 8: Managing Authentication and Security CA Business Intelligence Security CA Business Intelligence security involves both the authentication and authorization of users. The CA Business Intelligence and CA Service Desk Manager integration supports different authentication methods. Authentication is the process of verifying the identity of a user who attempts to log in to the system. Authentication Methods The following table lists the authentication methods that are supported in CA Business Intelligence, the Central Management Console, and InfoView: CA Business Intelligence Enterprise Authentication Windows NT authentication Lightweight Directory Access Protocol (LDAP) authentication Windows AD authentication Central Management Console and InfoView Windows Active Directory with Kerberos authentication LDAP authentication Enterprise Authentication Trusted Authentication Trusted Authentication Note: A user can configure Windows NT authentication for CA BusinessObjects Enterprise, and custom applications through the Central Management Console. However, the Central Management Console and InfoView do not support Windows NT authentication. The Central Management Console and InfoView do not support Windows Active Directory authentication with NT LAN Manager. CA Business Intelligence for CA Service Desk Manager 179

180 CA Business Intelligence Security The default authentication method that is used for the CA Service Desk Manager integration is Trusted Authentication. With this authentication method, BusinessObjects XI trusts CA Service Desk Manager and authenticates the users. After you log in to CA Service Desk Manager, BusinessObjects XI will not ask you to reenter your authentication details. Instead, your user name is verified against the Central Management Console database. The BusinessObjects XI authentication process uses the security plug-ins that are installed with the product. These plug-ins expand and customize the ways in which BusinessObjects Enterprise authenticates users. Security plug-ins simplify account creation and management, by allowing you to map user accounts and groups from third-party products into BusinessObjects Enterprise. Each security plug-in acts as an authentication provider that verifies the user credentials against the appropriate user database. The following dynamic-link libraries are associated with the individual security plug-ins: Enterprise: secenterprise.dll LDAP: secldap.dll Windows Active Directory: secwinad.dll You can use the following authentication methods to integrate CA Business Intelligence with CA Service Desk Manager: Trusted Principal Authentication LDAP authentication Configure Trusted Principal Authentication Trusted Principle Authentication allows BusinessObjects XI to trust CA Service Desk Manager and will not authenticate the users after they log in to CA Service Desk Manager. This method only verifies that the user name is valid and provides access to reports depending on the rights specified in the Central Management Console and CA Service Desk Manager. 180 Chapter 8: Managing Authentication and Security

181 CA Business Intelligence Security To configure Trusted Principal Authentication 1. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects Enterprise Central Management Console. The Log On to the Central Management Console dialog appears. 2. Enter information into the following fields: System Defines the CA Business Intelligence system to log in to. User Name Defines the CA Business Intelligence account user name. Log in as administrator. Password Defines the CA Business Intelligence account password. Authentication Specifies the type of authentication to use. 3. Click Log In. The Central Management Console dialog appears. CA Business Intelligence for CA Service Desk Manager 181

182 CA Business Intelligence Security 4. Select Users and Groups from the drop-down list in the upper left corner, click User List in the left pane, and click Manage, New, New User on top of the left pane. The New User dialog appears. 5. Enter information into the following fields: Authentication Type Specifies the CA Business Intelligence authentication type (for example, Enterprise). User Name Defines the CA Business Intelligence account user name. Use ServiceDesk as the name of the account. Password Defines the CA Business Intelligence account password. Use the same password as the ServiceDesk account in CA Service Desk Manager. Authentication Confirms the CA Business Intelligence account password. 182 Chapter 8: Managing Authentication and Security

183 CA Business Intelligence Security 6. Click Save. Important! BusinessObjects XI does not authenticate users after Trusted Principal Authentication is enabled. However, if you will log in to InfoView directly, the password must match the password that CA Service Desk Manager uses. 7. Click User List in the left pane, select ServiceDesk in the right pane, and click the Member Of tab. The Member Of dialog appears, as shown in the following example: 8. Click Join Group above the list of groups. The Join Group dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 183

184 CA Business Intelligence Security 9. In the list of available groups, click Administrators, press and hold the Ctrl key while clicking CA Universe developer, click the > button to the right of the group list, and click OK. The ServiceDesk account is added to the Administrators and CA Universe Developer groups. 10. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, InfoView. The Log On to InfoView dialog appears. 11. Enter information into the following fields: User Name Defines the CA Business Intelligence account user name. Log in as ServiceDesk. Password Defines the CA Business Intelligence account password. Enter the password for the Enterprise ServiceDesk account. 184 Chapter 8: Managing Authentication and Security

185 CA Business Intelligence Security 12. Click OK. The InfoView dialog appears. 13. In the left pane, click Document List, CA Reports, CA Service Desk, Asset. A list of assets appears in the right pane. 14. To verify that the report is executing, right-click Asset List, View as shown in the following example: The Asset List report appears. 15. Log in to CA Service Desk Manager as an Administrator. CA Service Desk Manager opens. 16. Navigate to the Administration tab and select the Options Manager, Web Report node. The Options List appears in the right pane. CA Business Intelligence for CA Service Desk Manager 185

186 CA Business Intelligence Security 17. Install the following options: bo_server_auth Select secenterprise from the drop-down list and click Install. bo_server_cms Specify the CA Business Intelligence CMS server and port number (for example, servername: 6400). bo_server_location Specify the CA Business Intelligence server location and Tomcat port number (for example, Restart the CA Service Desk Manager Service. 19. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects Enterprise Central Management Console. The Log On to the Central Management Console dialog appears. 20. Enter information into the following fields: System Defines the CA Business Intelligence system to log in to. User Name Defines the CA Business Intelligence account user name. Log in as administrator. Password Defines the CA Business Intelligence account password. Authentication 21. Click Log In. Specifies the type of authentication to use. 186 Chapter 8: Managing Authentication and Security

187 CA Business Intelligence Security The Central Management Console dialog appears. 22. Select Authentication from the drop-down list in the upper left corner, click Enterprise. The Enterprise dialog appears. 23. Select the Trusted Authentication is enabled check box, enter the correct value in the Shared Secret field, and click Update. The Enterprise dialog closes. 24. On the CA Business Intelligence server, navigate to the \CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF directory. 25. Using a text editor, open the WEB.XML file. 26. Edit the file based on the information in the following table: Parameter Name Default Value New Value Opendoc.cms.default Hostname: port of your CMS Type the appropriate host name and port number of your BusinessObjects Central Management Server Opendoc.siteminder.enabled true false Opendoc.sso.enabled false true Opendoc.trusted.auth.user.retr ieval Opendoc.trusted.auth.user.par am Opendoc.trusted.auth.shared.s ecret 27. Save and close the file. (blank) (blank) (blank) REMOTE_USER Sample: <context-param> <param-name> Opendoc.trusted.auth.user.retrieval </param-name> <param-value> REMOTE_USER </param-value> </context-param> (blank) (blank) The changes to the WEB.XML file are saved. CA Business Intelligence for CA Service Desk Manager 187

188 CA Business Intelligence Security 28. Use the Central Configuration Manager (Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise) to restart the CA Business Intelligence Tomcat server (for example, Apache Tomcat ). 29. On the CA Business Intelligence server, navigate to the NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd directory. 30. Using a text editor, open the TrustedPrincipal.conf file. 31. Add the line SharedSecret=xxxxx (Where xxxxx is the shared secret as entered in the CMC). 32. Save and close the file. 33. Use the Windows Services Control Panel to restart the CA Service Desk Manager Service. Configure LDAP Authentication CA Business Intelligence can integrate with the following LDAP servers to import user information. Active Directory Novell edirectory Sun Directory Server Lotus Domino Directory IBM Directory Server Oracle Internet Directory In addition to the standard LDAP servers, you can use the custom option to define custom attributes and integrate with any LDAP server. Important! Set the user id/system Login to CA Service Desk Manager contacts to match the Account Name of BusinessObjects XI users. Otherwise, the integration will not work. 188 Chapter 8: Managing Authentication and Security

189 CA Business Intelligence Security To configure LDAP authentication 1. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects Enterprise Central Management Console. The Log On to the Central Management Console dialog appears. 2. Enter information into the following fields: System Defines the CA Business Intelligence system to log in to. User Name Defines the CA Business Intelligence account user name. Log in as administrator. Password Defines the CA Business Intelligence account password. Authentication Specifies the type of authentication to use. 3. Click Log In. The Central Management Console dialog appears. 4. Select Authentication from the drop-down list in the upper left corner. 5. Click LDAP. The LDAP dialog appears. 6. Click Start LDAP Configuration Wizard. The LDAP Configuration Wizard starts. 7. In the Add LDAP host field, enter the host name and LDAP port number separated by a colon, and click Next. The next page of the LDAP Configuration Wizard appears. CA Business Intelligence for CA Service Desk Manager 189

190 CA Business Intelligence Security 8. In the LDAP server Type drop-down list, select Microsoft Active Directory Application Server, and click Show Attribute Mappings to display the LDAP server attributes. The LDAP Server Attributes Mappings page of the wizard appears, as shown in the following example: 9. Enter information into the following fields: User Name Defines the LDAP user name. Default: cn Value: samaccountname 190 Chapter 8: Managing Authentication and Security

191 CA Business Intelligence Security User Search Attribute Defines the LDAP user search attribute. Default: cn Value: samaccountname 10. Click Next. The next page of the LDAP Configuration Wizard appears, as shown in the following example: 11. In the Base LDAP Distinguished Name field, enter the search base and click Next. The next page of the LDAP Configuration Wizard appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 191

192 CA Business Intelligence Security 12. Enter the CN or DN of a user with administrator rights on the LDAP, and click Next. Note: LDAP Referral Credentials are required only if referrals are configured in the active directory. The next page of the LDAP Configuration Wizard appears. 192 Chapter 8: Managing Authentication and Security

193 CA Business Intelligence Security 13. Select Basic (No SSL) for Type of SSL authentication, and click Next. The next page of the LDAP Configuration Wizard appears. 14. Select Basic (no SSO) for LDAP authentication, and click Next. The next page of the LDAP Configuration Wizard appears, as shown in the following example: 15. Under the Alias Updates Options section, select the Create new aliases when the Alias update occurs option, and click Finish. The LDAP Configuration Details page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 193

194 CA Business Intelligence Security 16. (Optional) If the Universe connection is configured to use the Database Credentials that are associated with a specific user, as opposed to a generic user such as ServiceDesk, select the Enable and update user s Data Source Credentials at logon time option. Note: When you select this option, the Active Directory credentials for the user are populated after the first-time the user logs in to InfoView. 17. Add the cn or dn of the Active Directory group to map and click Add. Note: You can add multiple Active Directory groups. However, we recommend that you have a single group mapped to prevent performance issues while authenticating. The next page of the LDAP Configuration Details dialog appears, as shown in the following example: 18. Complete the following steps: a. Select the Give LDAP attribute binding priority over AD attribute binding option, and click Update. All the users from the mapped groups are imported into the Central Management Console. After you import the users, add them to the default BusinessObjects XI groups to activate additional reports rights. b. Select Users and Groups from the drop-down list in the upper left corner and click User List in the left pane. Then, right-click a user and select Member of. The Member of dialog appears. 194 Chapter 8: Managing Authentication and Security

195 CA Business Intelligence Security 19. In the list of available groups. click CA Reports Admin, press and hold the Ctrl key while clicking CA Reports Author and CA Reports Viewer, click the > button to the right of the group list, and click OK. You can use the new account to log in to InfoView using LDAP authentication and view reports. 20. In CA Service Desk Manager, change the BO_Server_Auth to secldap and restart the services. Security Recommendations Consider the following recommendations to help secure BusinessObjects: Administrator Account Password. Change the administrator account password to a complex password. Do not use the administrator user for day-to-day administrative tasks, and secure this user name and password. Important: The administrator account password is blank by default. Guest Account. Disable the guest account. The guest account allows anonymous access to the operating environment. Disable this account to help ensure that all users log in using a named account. By following this recommendation, you also help ensure that auditing functions effectively. Operating Environment Administration Users. Create operating environment administration users. As the operating environment administrator, create named users for each administrator and add them to the Administrators group. Use these user accounts instead of the default administrator account to help ensure that actions are logged correctly. Everyone Group. Remove rights from the Everyone group. By default, members of this group have rights to view many objects in the system. To implement a shared secured environment, do not provide this group with rights by default; but rather through a group membership. Complete the following steps: a. In the Central Management Console, click Settings, Rights at a global level for content objects. Default rights are set to No Access for all objects in the system. b. Assign the Everyone group the Inherited Rights role for groups, users, server groups, servers, categories, calendars and events. The Everyone group does not appear in the rights list. The group effectively has no rights by inheritance. CA Business Intelligence for CA Service Desk Manager 195

196 CA Business Intelligence Security c. Assign the Everyone group the No Access role for Universes and Universe connections. d. Set the Everyone group to have Not Specified for all advanced rights that are denied to regular users for applications such as the Central Management Console, Designer, or InfoView. Password Settings in the Central Management Console. Define Password settings in the Central Management Console, Authentication dialog. The password policy covers certain properties, such as password expiration rules and force password length. Note: The operating environment does not differentiate uppercase and lowercase for user and group names. For more information about setting rights and managing users and groups, see the CA Business Intelligence Implementation Guide. Rights Rights are the base units to control user access to the objects, users, applications, servers, and other features in BusinessObjects Enterprise. Rights have an important role to secure the system by specifying the individual actions that users can perform on objects. In addition to allowing you to control access to your BusinessObjects Enterprise content, rights allow you to delegate user and group management to different departments. You can also provide users with administrative access to servers and server groups. You set rights on objects such as reports and folders rather than on the principals (the users and groups) who access them. To allow a manager access to a particular folder, for example, you add the manager to the access control list (the list of principals who have access to an object) for the folder (Folders area). You cannot provide the manager access by configuring the rights for the manager (Users and Groups area). The rights for the manager in the Users and Groups area are used to grant other principals (such as delegated administrators) access to the manager as an object in the system. In this way, principals are similar to objects for others with greater rights to manage. 196 Chapter 8: Managing Authentication and Security

197 CA Business Intelligence Security Each right on an object can be granted, denied, or unspecified. The BusinessObjects Enterprise security model is designed so that if a right is not specified, the right is denied. In addition, if the permissions for a right result in a right being both granted and denied to a user or group, the right is denied. This denial-based design helps ensure that users and groups do not automatically acquire rights that are not explicitly granted. An important exception applies to this rule. If a right is explicitly set on a child object that contradicts the rights that are inherited from the parent object, the right set on the child object overrides the inherited rights. This exception also applies to users who are members of groups. If a user is explicitly granted a right that the group to which the user belongs is denied, the rights set on the user override the inherited rights. Important! As a best practice, we recommend that you associate all rights with groups. It is easier to maintain rights with groups, rather than with individual users. Setting Rights, Data Partition Security, and Universe Class Rights When you configure CA Business Intelligence, default rights are assigned. Groups and users are created, and rights are divided and separated to the groups and users, and the appropriate folders. The rights are leveraged to make the groups role-based based on the CA Technologies application areas. Areas for a solution such as CA Service Desk Manager can be a Change Manager or a Problem Manager. Permissions are also set on objects such as the Universe and the Universe Connection. The folder structure that is used to organize reports also has rights. By applying these rights, you can deny or allow the right to view, schedule, and execute a report. A folder named Change Orders, for example, exists that contains reports on change orders and related objects. This folder had full control assigned to the Change Manager Group, but the Problem Manager group has no permissions. These rights are used to create role-based group for CA Service Desk Manager and other CA Technologies products. Note: For more information about rights, security, authorization, and applying data partition security to reports, see the chapter "Managing CA Business Intelligence Reports" in the CA Service Desk Manager Administration Guide and the chapter "Set Rights" in the CA Business Intelligence Implementation Guide (located on the installation media). For more information about assigning rights to objects in the CA Service Desk Manager Universe, log in to and search for the technical document TEC with the article title How to restrict few users or groups from using specific objects in CA ServiceDesk Universe. CA Business Intelligence for CA Service Desk Manager 197

198

199 Chapter 9: Auditing Overview In CA Business Intelligence, you can use the Central Management Console to enable auditing for the following components: Central Management Server (see page 199) The Job Servers (see page 201) You can use a second database to enable auditing. BusinessObjects Enterprise can also use the same database for both the Central Management Server and auditing. BusinessObjects Enterprise requires a connection to the database in your organization to act as source material against which to run reports. CA Business Intelligence provides default reports based on auditing information. You can execute the reports using InfoView, as shown in the following example: Audit the Central Management Server Auditing is not enabled by default for the Central Management Server. You can enable auditing for the following events: A concurrent user login succeeds. A named user login succeeds. CA Business Intelligence for CA Service Desk Manager 199

200 Overview A user login fails. A user logs out. The password for a user is changed. An object is created. An object is deleted. An object is modified. Communication with a running instance is lost. Rights on an object are updated. The information is stored in the log file. The directory for the audit log file can be specified in the Audit Log File directory section. To audit the Central Management Server 1. Start the Central Management Console by clicking Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Management Console. 2. Log in as an Administrator. 200 Chapter 9: Auditing

201 Overview 3. Select Servers from the drop-down list in the upper left corner of the page. 4. Right-click the Central Management Server named Server_Name.cms and select Audit Events. The Audit Events page for the selected Central Management Server appears, as shown in the following example: 5. Verify that the Auditing is Enabled check box is selected. 6. In the Select Events to Audit part of the page, select the check box for each event that you want to audit. The auditing changes for the selected Central Management Server are saved. Audit the Job Servers Auditing is not enabled by default for the Job Servers. You can enable auditing for the following events: Scheduling succeeded. Scheduling failed. CA Business Intelligence for CA Service Desk Manager 201

202 Overview Scheduling failed, but will be reattempted. Destination delivery succeeded. Destination delivery failed. To audit the Job Servers 1. Start the Central Management Console by clicking Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Management Console. 2. Log in as an Administrator. 3. Select Servers from the drop-down list in the upper left corner of the page. 4. Double-click any of the following Job Servers: Desktop Intelligence Job Server Destination Job Server 202 Chapter 9: Auditing

203 Overview List of Values Job Server Program Job Server Crystal Reports Job Server Web Intelligence Job Server The Server Details page for the selected Job Server appears, as shown in the following example: 5. Click the Auditing tab. 6. Verify that the Auditing is Enabled check box is selected. 7. In the Select Events to Audit part of the page, select the check box for each event that you want to audit. 8. Click Update. The auditing changes for the selected Job Server are saved. CA Business Intelligence for CA Service Desk Manager 203

204

205 Chapter 10: CA Business Intelligence Universe and Designer Designer and Universe Fundamentals The BusinessObjects Designer is a product that allows you to create and modify Universes for Web Intelligence and Desktop Intelligence Users. The CA Service Desk Manager Universe is a file that contains the following: Connection parameters for the CA Service Desk Manager schema. SQL structures named objects, that map to SQL structures, such as columns, tables, and database functions, in the database. Objects are grouped in classes. Both objects and classes are visible to Web Intelligence users. A schema of tables and joins that are used in the CA MDB. Objects are built from database structures that are included in the CA Service Desk Manager schema. The schema is only available to Designer users, and is not visible to Web Intelligence or Desktop Intelligence users. The CA Service Desk Manager Universe provides an interface, enabling nontechnical Web Intelligence users to execute queries against an MDB to create reports and perform data analysis. The CA Service Desk Manager Universe contains the following: Classes. A class is a logical grouping of objects within a Universe and represents a category of objects. The name of a class should indicate the category of the objects that the class contains. A class can be divided hierarchically into subclasses. Objects. An object is a named component that maps to data or a source of data in the database. In the Designer, objects are qualified as one of the following three types: Type Description Example Dimension Parameters for analysis. Dimensions typically relate to a hierarchy, such as geography, product, or time. Last Name, Combo Name CA Business Intelligence for CA Service Desk Manager 205

206 Work with the CA Service Desk Manager Universe Using the Designer Type Description Example Detail Measure Provide a description of a dimension, but are not the focus for analysis. Numeric information that is used to quantify a dimension object. Phone Number Sales Revenue To connect back to the CA Service Desk Manager Object Manager, the CA Service Desk Manager Universe uses the connection by the Data Direct ODBC driver as Universe connection. Work with the CA Service Desk Manager Universe Using the Designer The BusinessObjects Designer is a product that allows you to create and modify Universes for Web Intelligence and Desktop Intelligence Users. You can use the Designer to work with the CA Service Desk Manager Universe. Web Intelligence requires a Universe for data access. The success of Web Intelligence depends on the ability of the Universe design to hide the complexities of the CA Service Desk Manager database tables and objects from the CA Service Desk Manager user. The Universe allows you to provide a business representation of the data that is contained within the CA Service Desk Manager database, together with predefined data relationships, selection criteria, hierarchical aggregations, measures, and calculations. To work with the CA Service Desk Manager Universe using the Designer 1. On the CA Business Intelligence server, click Start, All Programs, Business Object XI 3.1, Business Objects Enterprise, Designer. The Designer Login dialog appears. 2. Enter your user name, password, select the authentication type, and click OK. The Quick Design Wizard dialog appears. 206 Chapter 10: CA Business Intelligence Universe and Designer

207 Work with the CA Service Desk Manager Universe Using the Designer 3. Click Cancel. The Quick Design Wizard dialog closes. 4. Click File, Import and select Browse. The CA Service Desk Manager Universe information exists in the CMS database and must be imported to your local computer to change the information. The Select a Universe Folder dialog appears, as shown in the following example: 5. Select the CA Universes folder and click OK. The Import Universe dialog appears. 6. Click Browse to specify a new location or click OK to accept the default location. Note: The default location for importing Universes is C:\Documents and Settings\LoggedIn_User\Application Data\Business Objects\Business Objects 12.0\Universes. CA Business Intelligence for CA Service Desk Manager 207

208 Work with the CA Service Desk Manager Universe Using the Designer 7. (Optional) CA Service Desk Manager uses the data direct ODBC driver to connect to CA Service Desk Manager. To verify or change the connection settings, click File, Parameters. 8. In the Connection field, select CA Service Desk and click Edit. A warning message appears, as shown in the following example: 9. Click Yes. The Edit CA Service Desk connection dialog appears, as shown in the following example: 10. Enter information into the following fields: Authentication Mode Defines the authentication mode to use. Value: Use specified username and password 208 Chapter 10: CA Business Intelligence Universe and Designer

209 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence Username Defines the account user name. Value: ServiceDesk Password Defines the account password. Value: Password for the CA Service Desk Manager privileged user. Data Source Name Defines the name of the data source to use. Value: data direct ODBC 11. Click Test Connection to verify the connection. Note: If the data direct ODBC driver is not Generic ODBC 3, some actions in the CA Service Desk Manager Universe may cause problems. To select the Generic ODBC 3 data source, click Back in the preceding page and select Generic ODBC 3 as the data source. Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence The CA Service Desk Manager Universe is maintained in the CA Universes folder within the CMS database. Manually import new schema changes in CA Service Desk Manager into the Universe. Do not modify the default CA Service Desk Manager Universe because the patch and upgrade process overwrites the schema changes. When you modify the CA Service Desk Manager Universe, schema changes are lost with the CA Business Intelligence infrastructure. To maintain the schema changes and allow the CA Service Desk Manager default Universe to apply upgrades and patches, you can create a user-defined Universe. You can then link the user-defined Universe to the CA Service Desk Manager Universe. You can name the derived Universe any name that you want, so be sure to select a name that is meaningful to you. CA Business Intelligence for CA Service Desk Manager 209

210 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence In any multiple derived Universe environment, verify that you complete the following tasks: Maintain the z_ naming convention for the Universe file name on all Universes. Use the CA Service Desk Manager Connection and maintain the Universe in the CA Customer Universe folder. Do not delete the link to the default CA Service Desk Manager Universe. To create a derived Universe 1. On the CA Business Intelligence server, click Start, All Programs, Business Object XI 3.1, Business Objects Enterprise, Designer. The Designer Login dialog appears. 2. Log in to the Designer as an Administrator. 3. Click File, New. The Universe Parameters dialog appears, as shown in the following example: 4. Click the Definition tab and enter information for the following fields: Name Defines the name for the derived Universe. 210 Chapter 10: CA Business Intelligence Universe and Designer

211 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence Description (Optional) Defines a description for the derived Universe. Connection Defines the connection for the derived Universe. Select CA Service Desk in the drop-down list. CA Business Intelligence for CA Service Desk Manager 211

212 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence 5. Click the Links tab. 6. Click Add Link. The Universe to Link dialog appears, as shown in the following example: 7. Navigate to the CA Universes folder on your computer and select the CA Service Desk Universe. 8. Click OK. The Universe to Link dialog closes. The Designer saves the link, creates the derived Universe, and opens the derived Universe in the Designer, as shown in the following example: 212 Chapter 10: CA Business Intelligence Universe and Designer

213 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence 9. Select File, Parameters. The Universe Parameters dialog appears, as shown in the following example: 10. Click the Parameter tab and enter information for the following fields: CA Business Intelligence for CA Service Desk Manager 213

214 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence Parameter Name Defines the parameter name for the derived Universe. Select the parameter ANSI92. Property Value Defines the property value for the derived Universe. Enter Yes. 11. Click the Replace button. 12. Click the Controls tab. The Controls panel of the Universe Parameters dialog appears, as shown in the following example: 13. Based on your implementation, change the parameter values. 14. Click OK. 15. Click Tools, Hierarchies. The Hierarchies Editor appears, as shown in the following example: 214 Chapter 10: CA Business Intelligence Universe and Designer

215 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence 16. In the Default Hierarchies (dimension objects) part of the page, select any custom hierarchy and click Add. The hierarchy is moved to the Custom Hierarchies part of the page. If you do not see any custom hierarchies, accept the default settings. CA Business Intelligence for CA Service Desk Manager 215

216 Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence 17. Click OK. 18. Click File, Save. The Save As dialog appears, as shown in the following example: 19. Enter information for the following fields: File name Defines the name for the derived Universe. Enter a name beginning with z_. Save in Defines the location to save the derived Universe. Save the Universe to the same location in which the CA Service Desk Manager Universe is located. 20. Click Save. 21. (Optional) Click View, Refresh Structure. Complete this step to import the custom columns from the CA Service Desk Manager schema into CA Business Intelligence. A message appears, prompting you to refresh out of date columns in the selected tables. 216 Chapter 10: CA Business Intelligence Universe and Designer

217 Create New Web Intelligence Reports Using a Derived Universe 22. Click OK. The out of date columns in the selected tables are refreshed and the attributes are imported, as shown in the following example: 23. Click the Table Browser. The Table Browser window appears. 24. Drag-and-drop the custom tables to the right side of the designer. 25. Select File, Export. Export the derived Universe to the CMS so that the Universe is available. 26. In the Domain drop-down list, click Browse, locate the CA Universe folder, and click OK. The derived Universe is exported to the CMS and a confirmation message appears. Create New Web Intelligence Reports Using a Derived Universe After you successfully import the custom tables and column into the derived Universe, you add the tables and columns to the Objects section of the Universe. After you complete this task, users can create reports using the new objects. CA Business Intelligence for CA Service Desk Manager 217

218 Create New Web Intelligence Reports Using a Derived Universe To create new Web Intelligence reports using a derived Universe 1. On the CA Business Intelligence server, click Start, All Programs, Business Object XI 3.1, Business Objects Enterprise, Designer. The Designer Login dialog appears. 2. Log in to the Designer as an Administrator. 3. Open the /import zservicedesk Universe. 4. Select the custom tables and the tables that have custom columns, and add them to the left section of the Universe. The custom tables are added to the object list, as shown in the following example: 5. Save and export the Universe to the CMS. 6. Log in to InfoView. 218 Chapter 10: CA Business Intelligence Universe and Designer

219 Create New Web Intelligence Reports Using a Derived Universe 7. Navigate to the Document List. 8. Select New Web Intelligence Document. 9. Select zservicedesk, as shown in the following example: 10. Create the report using the custom attributes and tables that are available in the derived Universe, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 219

220 CA Service Desk Manager Universe Security CA Service Desk Manager Universe Security CA Business Intelligence configuration installs the CA Service Desk Manager Universe. You can create new Web Intelligence reports using the Universe. However, do not modify the default Universe. If you do, the Web Intelligence reports may fail. Therefore, security restrictions must exist to avoid modifications that you should not make to the Universe. CA Business Intelligence provides a default group named CA Universe Developer which provides access to the Universe Designer. Users who do not belong to this default group and Administrator groups such as CA Reports Admin, Administrators cannot log in to the Designer. 220 Chapter 10: CA Business Intelligence Universe and Designer

221 CA Service Desk Manager Universe Security Add a User to the CA Universe Developer Group You can add a user to the CA Universe Developer group. The user in the group can log in to the Designer and modify the default Universe. To add a user to the CA Universe Developer group 1. Log in to the Central Management Console as an Administrator. 2. Navigate to Users and Groups and click User List. The available list of users appears. 3. Right-click the user to provide access to the CA Universe Developer group and select Join Group. 4. Select CA Universe Developer from the list of available groups and move the group to the Destinations Group section. 5. Click OK. The user can log in to the Designer and modify the default Universe. Restrict Access to Universe Objects All users creating Web Intelligence documents do not require full access to all Universe objects. You can use the Designer to restrict users and groups from viewing specific objects when creating Web Intelligence reports. CA Business Intelligence for CA Service Desk Manager 221

222 CA Service Desk Manager Universe Security To restrict access to Universe objects 1. On the CA Business Intelligence server, log in to the Designer as an Administrator. 2. Click File, Import. The Import Universe dialog appears, as shown in the following example: 3. Click Browse and select the CA Universes folder. 4. Click OK. The Universe is imported. 5. Click Tools, Manage Security, Manage Access Restrictions. The Manage Access Restrictions dialog appears, as shown in the following example: 222 Chapter 10: CA Business Intelligence Universe and Designer

223 CA Service Desk Manager Universe Security 6. Click New. The Edit Restrictions window appears. 7. Enter a name for the restriction. CA Business Intelligence for CA Service Desk Manager 223

224 CA Service Desk Manager Universe Security 8. Click the Objects tab. 9. Click Add. The New Restricted Object dialog appears. 10. Click Select. The Object Browser appears, as shown in the following example: 11. Select the object or attributes that you want to restrict and click OK. 12. Click OK. The Edit Restrictions window closes and you return to the Manage Access Restrictions dialog, as shown in the following example: 224 Chapter 10: CA Business Intelligence Universe and Designer

225 CA Service Desk Manager Universe Security 13. In the Available groups and users section of the dialog, click Add user or group. The Select Users and Groups dialog appears, as shown in the following example: 14. In the Available groups and users list, select the user or group to restrict and move the user or group to the Selected groups and users list. CA Business Intelligence for CA Service Desk Manager 225

226 CA Service Desk Manager Universe Security 15. Click OK. 16. Click Apply. The restriction is added. 17. Click OK. The Manage Access Restrictions dialog closes. 18. Select File, Save. The Universe is saved. 19. Select File, Export. The Export Universe window appears. 20. Accept the default settings in the window and click OK. The Universe is exported. When a user in the CA Service Desk Manager Manager group attempts to modify a Web Intelligence report, the restricted object does not appear on the Query panel, as shown in the following example: 226 Chapter 10: CA Business Intelligence Universe and Designer

227 CA Service Desk Manager Universe Security Designer Tips The following tips are provided to help you use the Designer more efficiently: Drag-and-drop. You can use the Designer to drag-and-drop objects from the Universe. When a table is highlighted, the entire table is dragged. Therefore, if you only want one column in the hierarchy, do not select the table when you drag-and-drop. Hiding fields. You can use the Designer to hide fields that will be available for reporting. Reporting Administrators can determine which objects can be viewed for a particular class by highlighting the object and clicking the appropriate toolbar icon. When an object is hidden, it appears in italics. In the following example, Assignee UUID is not available for any report and query using this Universe. CA Business Intelligence for CA Service Desk Manager 227

228

229 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView Overview BusinessObjects InfoView is a web-based desktop product that provides access to many objects. The objects include SAP Crystal Reports, Web Intelligence documents, Desktop Intelligence documents, and SAP BusinessObjects Voyager workspaces. InfoView also allows you to organize objects based on your preference. InfoView provides the following additional features: Discussion Encyclopedia Publisher Voyager Process Tracker CA Business Intelligence InfoView Release 3 provides the following additional features and enhancements: A new InfoView home page with Document List, Favorites, and Preferences. You can double-click an object title to access the default action for the object. You can right-click on an object to display all actions that you can perform on the object. Menus are context-sensitive and display the appropriate actions that are applicable for the current object. CA Business Intelligence for CA Service Desk Manager 229

230 Log In to InfoView Log In to InfoView After InfoView has been installed, you can start the web interface to verify that InfoView is ready to use. To start the web interface and log in to InfoView 1. Open a web browser and enter the following URL: webserver : portnumber /InfoViewApp/ In this URL, replace webserver with the name of your web server, and portnumber with the port number that is configured for BusinessObjects. When you enter the appropriate information in the URL, the Log on to InfoView page appears, as shown in the following example: 230 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

231 Log In to InfoView 2. Enter the following credentials: User Name Administrator Password Enter the password for the Administrator, specified in the Central Management Console. 3. Click Log In. The InfoView home page appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 231

232 Make the Authentication Drop-Down List Appear Make the Authentication Drop-Down List Appear You can make the Authentication drop-down list appear on the Log on to InfoView page. By default, this drop-down list does not appear on the page. To make the Authentication drop-down list appear 1. On the CA Business Intelligence server, navigate to the following location: \CommonReporting\Tomcat55\webapps\InfoViewApp\WBSEB-INF 2. Using a text editor, open the web.xml file. 3. Find the following lines in the web.xml file: <!-- Choose whether to let the user change the authentication type --> <!-- If it isn't shown the default authentication type from above will be used --> <context-param> <param-name>authentication.visible</param-name> <param-value>false</param-value> </context-param> 4. Change the line <param-value>false</param-value> to <param-value>true</param-value>. 5. Save and close the web.xml file. The changes to the web.xml file are saved. 6. Start the Central Configuration Manager. 232 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

233 Make a Specific Type of Object Appear 7. Restart the Apache Tomcat service. The Authentication drop-down list appears on the Log on to InfoView page, as shown in the following example: Make a Specific Type of Object Appear InfoView provides access to many objects. The objects include SAP Crystal Reports, Web Intelligence documents, Desktop Intelligence documents, OLAP documents, PDF files, and so forth. Navigating and finding the required objects from a large list can be difficult. You can make a specific type of object appear on the Details page to help make it easier to find objects. CA Business Intelligence for CA Service Desk Manager 233

234 View a Report To make a specific type of object appear 1. Start InfoView. 2. On the Detail page, select the Type option. The Type list appears, as shown in the following example: 3. Select the type of object to appear. To see all object types, select All Types from the list. 4. Click OK. Objects for the selected types appear on the Details page. View a Report You can use InfoView to view reports from SAP Crystal Reports, Web Intelligence, Desktop Intelligence, and so forth. The permissions and default settings that your administrator selects determines the data that you see on the report. 234 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

235 Schedule a Report To view a report in InfoView 1. Start InfoView. 2. Select an object and double-click the title. The object opens and is available to view. 3. Select any of the following options, as shown in the following example: To view an object on demand, click Refresh in the object viewer. To view an older instance, select the object on the Details page, click Actions, and select History on the InfoView Workspace toolbar. Then, double-click the instance that you want to view. CA Business Intelligence for CA Service Desk Manager 235

236 Schedule a Report Schedule a Report You can use InfoView to schedule reports to execute automatically at specified times. When a scheduled object executes successfully, an instance is created. An instance is a version of the object that contains data from the time that the object was executed. To schedule a report 1. Start InfoView. 2. Navigate to the folder that contains the object that you want to schedule. 3. Select the object. 4. Click Actions and Schedule. The Schedule page appears, as shown in the following example: 236 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

237 Schedule a Report 5. Specify the scheduling options: Instance Title Specifies a title for the instance. An instance can have a different name than the report. Every instance can have a unique title. Recurrence Specifies a schedule to execute the report. Available options include Now, Once, Hourly, Daily, Weekly, Monthly, Nth day of the month, and so forth. Database Logon Do not modify this option. Specifies the database login parameter for reports. The default database login parameter is Query 1 for most CA Service Desk Manager reports. This option uses the credentials of data direct ODBC connection to connect to the CA Service Desk Manager Object Manager. Filters Specifies custom formulas for record and group selection. Format Specifies the required reporting format for the instance. Report can be delivered in multiple formats, such as PDF, Excel, and so forth. Destination Specifies the destination for the scheduled instance. Scheduled instances can be sent or published to various destinations such as Default Enterprise Location, Inbox, File Location, FTP server, recipients, and so forth. CA Business Intelligence for CA Service Desk Manager 237

238 Add an Object Print Settings Specifies print settings to print an SAP Crystal Reports or Desktop Intelligence Report after an instance is generated. Events Specifies events for the instance. CA Business Intelligence can be configured so that reports are executed only after a specified event occurs. You can create and configure events in the Central Management Console. 6. Click Schedule. An instance of the report is created and appears. 7. (Optional) Complete any of the following actions, as shown in the following example: To pause the schedule, select the instance on the Instance History page and select Actions, Pause. To resume the schedule, select the instance on the Instance History page and select Actions, Resume. Add an Object You can use InfoView to add a new object (for example, new SAP Crystal Reports) and make the object available to users for reporting. To add an object in InfoView 1. Start InfoView. 2. Navigate to the folder where you want to add the new object. 238 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

239 Add an Object 3. On the InfoView Workspace page, click Add as shown in the following example: Note: For an SAP Crystal Reports object, select the Crystal Reports option or select Local Document. 4. Select the file type for the object to add. 5. Click Browse, navigate to the location of the object to add, and select the object, as shown in the following example: 6. Click OK. The object is added and available to users in InfoView. CA Business Intelligence for CA Service Desk Manager 239

240 Configure an Notification Configure an Notification When you schedule a report (see page 236), one destination for the scheduled instance is an recipient. Scheduled report instances can be sent as an to a user. To complete this task, you configure both the Crystal Reports Job Server and the Destination Job Server. To configure an notification for Crystal Reports 1. Log in to the Central Management Console. 2. Navigate to Servers, Server List. 3. Double-click the Crystal Reports Job Server. The properties for the Crystal Reports Job Server appear, as shown in the following example: 4. On the left side of the page, click Destination. 240 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

241 Configure an Notification 5. In the Destination drop-down list, select and click Add, as shown in the following example: 6. Specify the following parameter values: Domain Name Specifies the domain name of the SMTP server. Host Specifies the host name or IP address of the SMTP server. Authentication If the SMTP server requires authentication, select Login from the drop-down list. User Name Specifies the user name for authentication. CA Business Intelligence for CA Service Desk Manager 241

242 Configure an Notification Password Specifies the password for the user name for authentication. From Specifies the address that is used to send notifications from the CA Business Intelligence server. To Specifies the address to receive notifications from the Job Server. Cc Specifies the address to receive notifications from the Job Server. Subject and Message Specifies the default subject and message for the notifications. You can specify the default subject and message manually, or select placeholders. The placeholders are replaced with the appropriate values from the report. Deliver Document As Specifies if the report is sent as an attachment to the notification. Select this option to send the report instance as an object. You can specify a file name or use an automatically generated name. 7. Click Save. 8. Click Close. 9. Repeat the previous steps for the Destination Job Server using the Central Management Console. 10. After you configure both servers, log in to InfoView. 11. Navigate to CA Reports, CA Service Desk, Asset, Asset List. 12. Right-click an asset and select Schedule. 242 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

243 How to Customize InfoView 13. In the Schedule options, select Destination. 14. In the Destination drop-down list, select . Note: You can leave the values blank. When you leave the values blank, the report uses the Job Server default settings. 15. Click Schedule. The Instance History page appears. 16. Verify that the instance is executing and an is sent to the intended recipient. How to Customize InfoView You can customize InfoView using the following methods without requiring any programming knowledge: Customize InfoView using Personal Preferences (see page 243) Customize InfoView using My InfoView (see page 244) Customize InfoView using the Central Management Console (see page 245) Customize InfoView Using Personal Preferences You can customize InfoView using personal preferences. By default, personal preferences are enabled for all users. To customize InfoView using personal preferences, click the Preferences icon in the upper right corner of the InfoView home page. The personal preference changes occur only to the account for the specific user. CA Business Intelligence for CA Service Desk Manager 243

244 How to Customize InfoView Some important personal preferences include the locale setting for Web Intelligence documents, the password, and whether to log off automatically when the browser closes. These settings are shown in the following example: Customize InfoView Using My InfoView You can customize InfoView using the My InfoView editor. This editor allows you to create a dashboard. The dashboard can contain several portlets pointing to any document that is viewable in InfoView or on an external web address. To access My InfoView, click Open, My InfoView on the menu as shown in the following example: 244 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

245 How to Customize InfoView Customize InfoView Using the Central Management Console You can customize InfoView using the Central Management Console. To customize InfoView using the Central Management Console 1. Log in to the Central Management Console. 2. Click Applications. 3. Select InfoView to view the appropriate settings, as shown in the following example: 4. Specify the options to customize the header and style, display options, the default navigation view, and default viewing actions on a listing page. 5. On the left, click User Security. The default security permissions are Full Control for the Administrator and View for the Everyone group. CA Business Intelligence for CA Service Desk Manager 245

246 How to Customize InfoView 6. Click Add Principle. The Add Principals page appears, as shown in the following example: 7. Select the Groups or Users option buttons, and click Find Now. A list of groups or users appear. Note: If you know the user or group name, enter the name in the Look for field and click Find Now. 8. Select a user or group and click the Add and Assign Security button. The Assign Security page appears, as shown in the following example: 246 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

247 Default Reports 9. In the Available Access Levels part of the page, select the appropriate access level for the user or group. 10. Click the arrow to move the access level to the Assigned Access Levels part of the page. Some access levels that you can select include: Folder Access, Full Control, Schedule, View, and View On Demand. 11. Click Apply. The access level settings are saved. The settings are applied the next time the user or group logs in to InfoView. Default Reports CA Service Desk Manager provides many default CA Business Intelligence reports. CA Business Intelligence is the server-based reporting solution that allows you to create, manage, and deliver interactive, web-based reports and build your own on demand reports. You can use InfoView and Web Intelligence to view the default CA Service Desk Manager and CA Service Desk Manager Knowledge Tools reports. Note: Crystal Reports are delivered as the primary component of CA Business Intelligence. However, the Crystal Reports software is not delivered with CA Service Desk Manager. Crystal Reports requires a separate license that you can purchase from BusinessObjects, and use with CA Business Intelligence. CA Business Intelligence for CA Service Desk Manager 247

248 Default Reports CA Business Intelligence includes the following default reports: Aggregate Reports (see page 249) Asset Reports (see page 249) Change Order Reports (see page 250) CA CMDB Reports (see page 254) Incident and Problem Management Reports (see page 254) Issue Reports (see page 255) Key Performance Indicator Reports (see page 258) Knowledge Management Reports (see page 259) Managed Service Provider (MSP) Reports (see page 264) Operational Dashboard Reports (see page 266) Request Reports (see page 268) Support Automation Reports (see page 272) Survey Reports (see page 272) 248 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

249 Default Reports These reports are organized and categorized in a tree and folder structure, as shown in the following example: Aggregate Reports The Overall Summary Report provides the following information: Number of requests and change orders that have been created and closed, between the start and end dates provided. The average time taken to close the requests and change orders. A report of the top five request areas for requests. A report of the top five categories for change orders. Asset Reports The Asset List Report provides the following information about assets: The resource family (hardware, software, and so forth). The type of asset (keyboard, modem, and so forth). The asset serial number. A detailed description of the asset. CA Business Intelligence for CA Service Desk Manager 249

250 Default Reports Change Order Reports The default Change Order Reports that are provided with CA Business Intelligence include the following reports: Aging Reports (see page 250) Compliance Reports (see page 251) Forecast Reports (see page 252) Resource Reports (see page 252) Trend Reports (see page 253) Volume Reports (see page 253) Property Reports (see page 254) Aging Reports The following default Aging Reports are provided with CA Business Intelligence: Report Active Change Orders Aging Active Change Orders Aging by Priority for Categories Active Change Orders Aging by Priority for Groups Active Change Orders Aging by Priority for Status Active Change Orders Aging for Categories Active Change Orders Aging for Groups Description Total of all open change orders based on the number of weeks open. Total of open change orders based on the number of weeks open. A priority separates the total. You specify a category name to find all change orders in the category. Total of open change orders based on the number of weeks open. A priority separates the total. You specify a group name to find all change orders in the group. Total of open change orders based on the number of weeks open. A priority separates the total. You specify a status name to find all change orders having that status. Total of open change orders based on the number of weeks open. You specify a category name to find all change orders in the category. Total of open change orders based on the number of weeks open. You can display the results for a specific group by selecting the group name when the report is initially executed. 250 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

251 Default Reports Report Active Change Orders Aging for Priority Active Change Orders Aging for Status Description Total of open change orders based on the number of weeks open. A priority separates the total. Total of open change orders based on the number of weeks open. You specify a status name to find all change orders having that status. Compliance Reports The following default Compliance Reports are provided with CA Business Intelligence: Report All Rejected Change Orders Average Duration of Change Order Change Order Implementation Cost Details Change Order in Detail Change Orders by Change Type Change Orders by Closure Code Change Orders Initiated by Problem/Incident Description Total number of change orders, the number of rejected change orders, the percent of change orders rejected during the approval phase. The report groups the total by change category and change group, for the specified time period. Total number of change orders, and average duration for the change order completion. The report groups the total by category and change group, for the specified time period. Associated costs for change order in each category. The report groups the costs by change group, category, the change order number, actual cost, and estimated cost for all change orders for the specified time period. Complete details for the change orders. Total number of completed change orders and percentage of change orders for each change type. The report groups the total by change group and category for the specified time period. Total number of change orders and the percent of change orders for each closure code. The report groups the total by change group and category for the specified time period. Total number of change orders, change orders initiated by incident/problem, and the percent of change orders initiated by incident/problem tickets. The report groups the total by change group and category for the specified time period. CA Business Intelligence for CA Service Desk Manager 251

252 Default Reports Report Change Orders Outside Blackout Window Change Orders Outside Maintenance Window Configuration Items Associated to Change Order Description Total number of change orders, the number of change orders scheduled outside the blackout window, and the percent of change orders scheduled outside the blackout window. The report groups the total by change group and category for the specified time period. Total number of change orders, number of change orders scheduled outside the maintenance window, and the percent of change orders scheduled outside the maintenance window. The report groups the total by change group and category for the specified time period. Configuration items and the number of associated change orders, grouped by change group and category for the specified time period. Forecast Reports The following default Forecast Reports are provided with CA Business Intelligence: Report Change Orders Approved and Scheduled for Implementation Change Orders Waiting for CAB Approval Description Change order number, change group, category, priority, risk level, status, and planned implementation date for all change orders that are approved and planned for implementation. Change orders waiting for CAB approval, change order number, category, priority, risk level, status, planned implementation date and time, and number of elapsed days from opening. The default sorting order for this report is by risk level. Resource Reports The following default Resource Reports are provided with CA Business Intelligence: Report Analyst Count by Priority of Open Change Orders Change Orders by Failed Service Type for Groups Description Total open change orders assigned to an analyst, separated by priority. Percentage of each service type failure based on the total service type failures in one group, 252 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

253 Default Reports Report Description in specific groups, or in all groups. Workflow Tasks Pending Workflow tasks that have a pending status, and the duration (within workshift hours) that has been in pending status from the time the workflow task started. Trend Reports The Trend Report By Group provides historical data of the percent of change orders for each closure code, grouped by change group for a specified change group. Volume Reports The following default Volume Reports are provided with CA Business Intelligence: Report Active Change Orders at Weeks End Change Categories Currently Active Change Order Totals by Assignee Change Orders by Failed Service Type for Change Categories Change Orders by Failed Service Type for Statuses Total Number of Change Orders Implemented Total Volume of Change Orders Description Total opened change orders for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so on, for five weeks. Total open change orders by change category. Total change orders by assignee. Enter a start and end date for this report. In addition, specify the analyst last name, or select ALL for a list of all analysts. Estimated time and cost appear, in addition to the total time and cost, and average time to close. Percentage of each service type failure based on the total service type failures in a particular change category, or a group of specific change categories, or in all change categories. Percentage of each service type failure based on the total service type failures in a particular status, or in a group of specific statuses, or in all statuses. Number of change orders which are closed in the specific time period for each change group. Total of both opened and closed change orders by interface for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so on, for about five weeks. CA Business Intelligence for CA Service Desk Manager 253

254 Default Reports Report Total Volume of Change Orders by Interface Workflow Task Aging Description Total of both opened and closed change orders by interface for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so on, for about five weeks. List of workflow tasks and the duration (within workshift hours) taken to complete one task to another, for each change order. Property Reports The following default Property Reports are provided with CA Business Intelligence: Report Change Properties by Category Properties Values by Property Description All change orders and their properties with an open date in the user-specified date range, grouped by category. Change order properties based on the selected open date range. Each property appears in the list, and all responses to the property. CA CMDB Reports The CI Maintenance Window Report provides the Configuration Items (CIs) that are linked to multiple services and have multiple maintenance windows. Incident and Problem Management Reports The default Incident and Problem Management Reports that are provided with CA Business Intelligence include the following reports: Count Reports (see page 255) Effectiveness Reports (see page 255) SLA Reports (see page 255) Traceability Matrix Reports (see page 255) 254 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

255 Default Reports Count Reports The Volume and Trend Report provides annual trends of opened and closed requests, based on a user-defined annual trending parameter. For performance reasons, we recommend that you schedule this report. Effectiveness Reports The Mean Time to Acknowledge & Mean Time to Resolve Report provides the annual trend of mean time to acknowledge requests (MTTA) and mean time to resolve requests (MTTR) against the current month and the previous three months. For performance reasons, we recommend that you schedule this report. SLA Reports The SLA Violation Report provides annual trends on the percent of service level agreement (SLA) violations against the opened request volume. For performance reasons, we recommend that you schedule this report. Traceability Matrix Reports The following default Traceability Matrix Reports are provided with CA Business Intelligence: Report Incident Traceability Matrix Problem Traceability Matrix Description Lists incidents with related problems and change orders. A hyperlink on the incident number opens a subreport with brief details for the incidents, problems, and change orders. Lists problems that have relationships with incidents and change orders. A hyperlink on the problem number opens a subreport with brief details of the problems, incidents, and change orders Issue Reports The default Issue Reports that are provided with CA Business Intelligence include the following reports: Aging Reports (see page 256) Resource Reports (see page 256) CA Business Intelligence for CA Service Desk Manager 255

256 Default Reports Volume Reports (see page 257) Property Reports (see page 258) Aging Reports The following default Aging Reports are provided with CA Business Intelligence: Report Active Issues Aging Active Issues Aging by Priority for Categories Active Issues Aging by Priority for Groups Active Issues Aging by Priority for Status Active Issues Aging for Categories Active Issues Aging for Groups Active Issues Aging for Priority Active Issues Aging for Status Description Total of all open issues by the number of weeks open. Total of open issues by the number of weeks open. A priority separates the total. You specify a category name to find all issues in the category. Total of open issues by the number of weeks open. A priority separates the total. You specify a group name to find all issues in the group. Total of open issues by the number of weeks open. A priority separates the total. You enter a status. Total of issues by the number of weeks open. You enter a category name to find issues in the category. Total of open issues by the number of weeks open. A priority separates the total. You enter a group. Account of all open issues by the number of weeks open. Total of open issues by the number of weeks open. A priority separates the total. You enter a status. Resource Reports The following default Resource Reports are provided with CA Business Intelligence: Report Analyst Count by Priority of Active Issues Issues by Failed Service Type for Groups Description Active issue counts by analyst assigned to the issue, separated by priority. Percentage of each service type failure based on the total service type failures in one group, in specific groups, or in all groups. 256 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

257 Default Reports Report Plan Task Pending Description Plan tasks having a pending status, and the duration (within workshift hours) that the task has a pending status from the time the plan task started. Volume Reports The following default Volume Reports are provided with CA Business Intelligence: Report Active Issues at Weeks End Issue Categories Currently Active Issue Totals Issues by Failed Service Type for Categories Issues by Failed Service Type for Status Plan Task Aging Total Volume of Issues Total Volume of Issues by Interface Description Total opened issues for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so forth, for five weeks. Totals appear for each week ending date. The opened issue counts for each week ending date include the previous six days, up to and including the seventh day (week ending date). Total of open issues by category. Estimated time and cost, and the total time, cost, and average time to close for all issues. You enter a start and end date, and an analyst last name (or all for a list of all analysts). The analyst filter is a combination of the user login ID and user last name. Percentage of each service Type failure based on the total service Type failures in a particular change category, a group of specific change categories, or in all change categories. Percentage of each service type failure based on the total service type failures in a particular status, a group of specific statuses, or in all statuses. Plan tasks and the duration (within workshift hours) taken to complete one task to another, for each change order. Totals of both opened and closed issues for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so forth, for about five weeks. Totals of both opened and closed issues by interface for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so forth, for about five weeks. CA Business Intelligence for CA Service Desk Manager 257

258 Default Reports Property Reports The following default Property Reports are provided with CA Business Intelligence: Report Issue Properties by Category Issue Property Values Description All issues and their properties with an open date in the user-specified date range, grouped by category. All values for each issue property with an issue open date in the user-specified date range. Key Performance Indicator Reports The default Key Performance Indicator Reports that are provided with CA Business Intelligence include the following reports: Report Service Desk Application-Level Transaction Measurements Service Desk Application-Level Transaction Rates of Change Service Desk SQL and Stored Query KPI Values Description Graphs displaying a comparison of transaction processing times for a selected system type key performance indicator over a selected time period. The CA Service Desk Manager Key Performance Indicator functionality collects and stores the values, which a CA Service Desk Manager administrator can enable. Line graph displaying the rate of change for a selected system activity over a selected time period. Data over time by active key performance indicators of type system gathers the report information. A CA Service Desk Manager administrator configures and activates the key performance indicators. Use this report to understand typical system activity in the near term, and the gradual trend of system transactions over the long term. List and line graph displaying values collected by a selected key performance indicator over a selected time period. Data over time by active key performance indicators of type SQL and Stored Query gathers the report information. A CA Service Desk Manager administrator configures and activates the key performance indicators. Use this report to reveal what values have been collected in the KPI Data Table. 258 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

259 Default Reports Knowledge Management Reports The default Knowledge Management Reports that are provided with CA Business Intelligence include the following reports: Contact Activity Reports (see page 259) Knowledge Document Effectiveness Reports (see page 260) Knowledge Document Status Reports (see page 260) Knowledge Team Productivity Reports (see page 261) Search Administration Reports (see page 262) Search Effectiveness and Usage Reports (see page 262) CA Service Desk Manager Integration Reports (see page 263) System Reports (see page 263) Contact Activity Reports The following default Contact Activity Reports are provided with CA Business Intelligence: Report Comments by Contact Document Usage by Contact Searches by Contact System Usage by Contact User Sessions - Visits to Site Users Opening Issues Without Searching Knowledge Users Opening Requests Without Searching Knowledge Description Comments on knowledge documents, sorted by contact. Knowledge document usage, sorted by contact. Knowledge tools searches by contact. Knowledge tools session and search information, sorted by contact. Knowledge tools session and search information, sorted by contact. Issues opened without searching knowledge documents. Requests opened without searching knowledge documents. CA Business Intelligence for CA Service Desk Manager 259

260 Default Reports Knowledge Document Effectiveness Reports The following default Knowledge Document Effectiveness Reports are provided with CA Business Intelligence: Report Comments by Document Document FAQ Rating Document Ratings Documents Viewed Detail Knowledge Feedback Knowledge Usage for Issues Knowledge Usage for Requests Least Frequently Viewed Documents Most Frequently Viewed Documents Poor Votes Description Comments sorted by knowledge document. Knowledge documents sorted by a frequently asked questions (FAQ) rating. List and pie chart of knowledge document ratings. Details about the viewing of a specific Knowledge document. Knowledge documents feedback. Information about the number of sessions where users do not open issues, the percentage of self service, the total number of solutions, and the number of issues opened over a specific time period. Information about the number of sessions where users do not open requests, the percentage of self service, the total number of solutions, and the number of requests opened over a specific time period. Knowledge documents viewed least frequently. Knowledge documents viewed most frequently. List of documents with a not helpful at all rating. Knowledge Document Status Reports The following default Knowledge Document Status Reports are provided with CA Business Intelligence: Report Candidate Documents for Retirement Documents by Status Documents Created Via Knowledge Categories Description List of documents that are candidates for retirement. Knowledge documents grouped by status. Knowledge documents created using knowledge categories or using submit knowledge and assigned to the category 260 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

261 Default Reports Report Description owner. Documents Published Documents Scheduled for Expiration Documents with Inactive Assignees Documents with Inactive Owners Expired Documents Submitted Knowledge Unpublished Documents Knowledge documents that have been published. Knowledge documents that are scheduled to expire within the specified time period. Knowledge documents with inactive assignees. Knowledge documents with inactive owners. Knowledge documents that have expired. Knowledge documents submitted using the Submit Knowledge link in the Customer, Employee user interface. Knowledge documents that have been unpublished. Knowledge Team Productivity Reports The following default Knowledge Team Productivity Reports are provided with CA Business Intelligence: Report Contact FAQ Ratings Contact FAQ Ratings Detail Contact Information Documents Solving Issues by Contact Documents Solving Requests by Contact Issues Solved by Document Knowledge Initiators Detail Knowledge Initiators Summary Description Summary of knowledge document frequently asked questions (FAQ) ratings by contact. Details of knowledge document FAQ ratings by contact. List of all contacts, with name, login, role, status, address, last login date and groups in which the contact is a member. Knowledge documents that have solved issues. Knowledge documents that have solved requests. Details of knowledge documents that have solved issues. The report also provides information about the number of issues that the document resolved. Details of knowledge documents grouped by the contact that created the documents. Summary line for each contact, how many knowledge documents and a percentage of the total number of knowledge documents that the contact created. CA Business Intelligence for CA Service Desk Manager 261

262 Default Reports Report Requests Solved by Document Description Details of knowledge documents that have solved requests. This report also provides information about the request that the document resolved. Search Administration Reports The following default Search Administration Reports are provided with CA Business Intelligence: Report Noise Words Special Terms Synonyms Description Knowledge document noise words. Knowledge document special terms. Knowledge document synonyms. Search Effectiveness and Usage Reports The following default Search Effectiveness and Usage Reports are provided with CA Business Intelligence: Report Issues Avoided Issues Closed with Knowledge Issues Closed without Knowledge Most Frequent Searches Requests Avoided Requests Closed with Knowledge Requests Closed without Knowledge Searches Description Details of issues avoided. Information about issues that have been closed with knowledge. List of issues that have not been resolved by a knowledge document. Most frequent knowledge tools searches. Details of requests avoided. Information about requests that have been closed with knowledge. List of requests that have not been resolved by any knowledge documents. Knowledge tools searches for a specific date range, search source, and search type. 262 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

263 Default Reports CA Service Desk Manager Integration Reports The following default CA Service Desk Manager Integration Reports are provided with CA Business Intelligence: Report Documents Solving Issues Documents Solving Issues Detail Documents Solving Requests Documents Solving Requests Detail Issues Created Based on Knowledge Documents Knowledge Documents Created from Issues Description Knowledge documents that have solved issues. Details of issues that have a specific knowledge document as solution. Knowledge documents that have solved requests. Details of requests that have a specific knowledge document as solution. Issues created when you click the New Issue based on this Document link. Proportion of issues used to generate a knowledge document. Knowledge Documents Created from Requests Proportion of requests used to generate a knowledge document. Linked Knowledge to Issues Linked Knowledge to Requests Requests Created Based on Knowledge Documents Time to Issue Resolution Time to Request Resolution Linked knowledge to issues. Linked knowledge to requests. Requests created when you click the New Request based on this Document link. Average time to resolve issues when you use or accept knowledge as a solution. Average time to resolve requests when you use or accept knowledge as a solution. System Reports The Knowledge Management Metrics Report provides knowledge management metrics about searches, knowledge lifecycle management, and so forth. CA Business Intelligence for CA Service Desk Manager 263

264 Default Reports Managed Service Provider (MSP) Reports The default Managed Service Provider (MSP) Reports that are provided with CA Business Intelligence include the following reports: MSP Reports (see page 264) Dashboards (see page 265) Detail Reports (see page 265) MSP Reports The following default MSP Reports are provided with CA Business Intelligence: Report CI Maintenance Window Conflict Created Configuration Items Deleted Configuration Items Detailed Incident Source Incident Categories without Service Type Incident Resolution Method Incident Resolution Incident Source Incidents by Category Incidents by Hardware Model Incidents Without Associated Asset or CI Re-Categorized Incidents Description Configuration Items (CIs) that are linked to a scheduled change and have conflicting maintenance windows. All newly created Configuration Items within a specified date range. All deleted (marked as inactive) Configuration Items within a specified date range. List of incidents recorded to demonstrate the added value of service. Closed incidents that do not have an associated service type. Incidents that lower-level support groups can resolve for training purposes, and to provide additional value to customer service packages. List of all resolution codes used within a specified time period. Total number of incident requests by source. Major incidents for contract purposes, process performance, billing, and compliance. All incidents (total and closed) that are associated with a Configuration Item by hardware model. List of incidents recorded to demonstrate the added value of service. Incidents you must recategorize after resolution for billing and training purposes. 264 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

265 Default Reports Report Reassigned Incidents Report Description Incidents you must reassign after resolution for billing and training purposes. Dashboards The following default Dashboards are provided with CA Business Intelligence: Detail Incident Source Incident Resolution Incidents by Category Incidents by Hardware Model Re-Categorized Incidents Reassigned Incidents Detail Reports The following default detail reports are provided with CA Business Intelligence: Created Configuration Items Report-Detail Dashboard Re-Categorized Incidents Dashboard-Detailed Incident Source Deleted Configuration Items Report-Detail Detailed Incident Detailed Incident Source Detailed Incident Source for Category Detailed Resolution Report Incident by Category Dashboard components Incident by Hardware Model-Detail Incident Categories without Service Type- Detail Incident Resolution Report Dashboard CA Business Intelligence for CA Service Desk Manager 265

266 Default Reports Incident Resolution Report Details Dashboard Incidents by Hardware Model-DB Incidents by Category Dashboard Details Report Operational Dashboard Reports The default Operational Dashboard Reports that are provided with CA Business Intelligence include the following reports: Change Order Reports (see page 266) Incident Reports (see page 266) Issue Reports (see page 267) Problem Reports (see page 267) Request Reports (see page 267) Change Order Reports The following Change Order Reports are provided with CA Business Intelligence: Active Change Order by Priority-Detail Active Change Order by Priority-Main Active Change Orders by Analyst Active Change Orders by Category Active Change Orders by Group Incident Reports The following Incident Reports are provided with CA Business Intelligence: Active Incident by Priority-Detail Active Incident by Priority-Main 266 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

267 Default Reports Active Incidents by Analyst Active Incidents by Category Active Incidents by Group Issue Reports The following Issue Reports are provided with CA Business Intelligence: Active Issue by Priority-Detail Active Issue by Priority-Main Active Issues by Analyst Active Issues by Category Active Issues by Group Problem Reports The following Problem Reports are provided with CA Business Intelligence: Active Problem by Priority-Detail Active Problem by Priority-Main Active Problems by Analyst Active Problems by Category Active Problems by Group Request Reports The following Request Reports are provided with CA Business Intelligence: Active Request by Priority-Detail Active Request by Priority-Main Active Requests by Analyst Active Requests by Category Active Requests by Group CA Business Intelligence for CA Service Desk Manager 267

268 Default Reports Request Reports The default Request Reports that are provided with CA Business Intelligence include the following reports: Aging Reports (see page 268) Count Reports (see page 269) Effectiveness Reports (see page 269) Resource Reports (see page 269) SLA Reports (see page 270) Volume Reports (see page 270) Customer Location Reports (see page 271) Property Reports (see page 271) Aging Reports The following default Aging Reports are provided with CA Business Intelligence: Report Active Requests Aging Active Requests Aging by Priority for Groups Active Requests Aging by Priority for Request Areas Active Requests Aging by Priority for Status Active Requests Aging for Groups Active Requests Aging for Priority Description Total of all open requests based on the number of weeks open. Total of open requests based on the number of weeks open. A priority separates the totals. You enter a group name to find requests in the group. Total of open requests based on the number of weeks open. A priority separates the totals. You enter a request area name to find all requests in the request area. Total of open requests based on the number of weeks open. A priority separates the totals. You enter a status name to find all requests with the status. Total of open requests based on the number of weeks open. You enter a group name to find requests in the group. Total of open requests based on the number of weeks open. A priority separates the totals. 268 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

269 Default Reports Report Active Requests Aging for Request Areas Active Requests Aging for Status Description Account of open requests based on the number of weeks open. You enter a request area to find requests in the request area. Total of open requests based on the number of weeks open. You enter a status name to find requests with the status. Count Reports The Volume and Trend Report provides an annual trend of opened and closed requests based on the selected annual trending parameter. For performance reasons, we recommend that you schedule this report. Effectiveness Reports The Mean Time To Acknowledge & Mean Time To Resolve Report provides an annual trend of mean time to acknowledge requests (MTTA) and mean time to resolve requests (MTTR) against the current month, and previous three months. For performance reasons, we recommend that you schedule this report. Resource Reports The following default Resource Reports are provided with CA Business Intelligence: Report Analyst Count by Priority of Active Requests Analyst Summary Request Aging Detail by Organization and Analyst Request List by Analyst Requests by Failed Service Type for Groups Description Open request counts based on priority, grouped by analyst. The number of analysts assigned to requests by status. Detailed summary of all open requests based on the organization and analyst. The report includes the last activity and who performed the last activity. The report is sorted in descending order based on the time the request is opened. List of requests that are assigned to each analyst. Percentage of each service type failure, based on the total service type failures in one group, specific groups, or all groups. CA Business Intelligence for CA Service Desk Manager 269

270 Default Reports Report Violated SLA for Groups Description Number of requests violated based on the number of times violated. Enter a start and end date, and group name to find requests opened during the date range and assigned to the group or all groups. SLA Reports The SLA Violation Report provides an annual trend on the percent of service level agreement (SLA) violations, against the opened requests volume. For performance reasons, we recommend that you schedule this report. Volume Reports The following default Volume Reports are provided with CA Business Intelligence: Report Active Request List Active Requests at Weeks End Activity of Requests Analyst List by Organization Key Organization Summary Open/Closed Call Analysis by Analyst Request Activity Counts by Customer Organization Request Aging Detail Description List of active requests grouped by analyst. Totals of opened requests for today, seven days ago (one week ago), 14 days ago (two weeks ago), and so forth, for five weeks. The totals appear for each week ending date. The opened request counts, for each week ending date, include the previous six days, up to and including the seventh day (the week ending date). Activities for all requests, grouped by request. Analysts organized by their organization. Detail of all the active requests, by organization. Totals of active requests at the start date, new requests entered during the period, requests closed during the period, the number of active requests at the end of the period, and the change in the number of active requests over the period. Total of request activities by type, sorted by customer organization. The totals are based on requests that were opened between the start and end dates. Detailed summary of all currently open requests, by organization, and the last activity that occurred and by whom. 270 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

271 Default Reports Report Request Areas Currently Active Request List Request List by Organization Request List by Priority Request List by Request Area Description Total of open requests by request area. List of requests. List of requests grouped by customer organization. List of requests grouped by priority. List of requests grouped by request area. Customer Location Reports The following default Request Reports (grouped by customer location) are provided with CA Business Intelligence: Report Not Closed Requests by Priority Not Closed Requests by Priority with Attached Change Orders Resolved Requests by Priority with Resolved Date Description Total of requests with no closed date, by customer location. A priority separates the totals. In addition, the report contains totals for the number active requests, and inactive with a service level agreement (SLA) violation. Total of requests with no close date and attached change orders. The totals are grouped by customer location and priority. Total of requests that have been resolved but not yet closed. The requests are grouped by customer location and priority. Property Reports The following default Request Property Reports are provided with CA Business Intelligence: Report Request Properties by Request Area Request Property Values Description Lists all requests and their properties within a specific date range, grouped by request area. Lists request properties based on the open date range you select. Each property appears in the list, and all of the responses to that property. CA Business Intelligence for CA Service Desk Manager 271

272 Default Reports Support Automation Reports The following default Support Automation Reports are provided with CA Business Intelligence: Report Active Analysts Active Assistance Sessions Active Queued End Users Analyst Logins Analyst Metrics Assistance Session Metrics Assistance Sessions Automated Task Execution Automated Tasks Summary Queue Entries Queue Entry Metrics Tool Usage Summary Description Real-time data of all analysts who are currently active (logged in). Real-time data of currently active assistance sessions. Real-time information about end users who are placed in support queues. Detailed information for each analyst login. Summary information for each analyst, including key performance metrics. The report data appears for all sessions completed during the analyst login sessions, where the login occurred in the date range. Summary data of the assistance session performed by the help desk. Detailed report of all assistance sessions. Detailed information for each automated task (script) execution. Summary for each script displaying the number of times the script has been executed and the status of the executions. Detailed metrics information for each queue entry. Summary data, by queue, about the queue entries. Summary information about which tools are used for assistance sessions. For each tool, the report shows the number of sessions in which the tool is used, with subtotals for the ticket category and grand total. Survey Reports The following default Survey Reports are provided with CA Business Intelligence: Report Survey Details Description Details of a specific survey name completed, or all surveys completed. This report is similar to the actual survey, but this report displays the 272 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

273 Default Reports Report Survey Summary Survey Summary with Comments Description customer selections and comments. Summary of a specific survey name, or all surveys. This report lists the percentages and totals of responses for each answer, for each question, based on the total number of responses for the survey. Summary of a specific survey name, or all surveys. This report lists the percentages and totals of responses for each answer, for each question, based on the total number of responses for the survey. This report includes customer comments. CA Business Intelligence for CA Service Desk Manager 273

274

275 Chapter 12: Managing Web Intelligence Reports Overview BusinessObjects InfoView is a web-based desktop product that provides access to many objects. The objects include SAP Crystal Reports, Web Intelligence documents, Desktop Intelligence documents, and SAP BusinessObjects Voyager workspaces. InfoView also allows you to organize objects based on your preference. This chapter explains how you can use InfoView to manage Web Intelligence Reports. Customize Web Intelligence Settings After InfoView has been installed, you can start the web interface and customize the Web Intelligence settings. To customize the Web Intelligence settings 1. Log in to InfoView (see page 230). The InfoView home page appears. 2. Under the Personalize heading, click the Preferences link, and then click Web Intelligence Preferences. CA Business Intelligence for CA Service Desk Manager 275

276 Customize Web Intelligence Settings The Preference page appears, as shown in the following example: 3. Customize the Web Intelligence settings. The following fields require explanation: Note: All settings under the Web Intelligence heading only apply to Web Intelligence documents. Select a default view format Sets the default method to view a Web Intelligence document. The following options are available: Web Views and prints documents, responds to prompts, and performs drill analysis. If you have the correct permissions, you can also track data changes in the Web viewer. Interactive Views and prints documents, applies filters to the documents, performs sorts and calculations, modifies the format of the data in tables and charts, responds to prompts, and performs drill analysis. PDF Responds to prompts, and views and prints documents directly in PDF format. 276 Chapter 12: Managing Web Intelligence Reports

277 Customize Web Intelligence Settings Select a default creation/editing tool Sets the default editor to edit Web Intelligence documents. The following options are available: Advanced Uses the Advanced Editing product (Java Report Panel) to define the content of documents from multiple data sources, create and modify the queries on which new or existing documents are based, and create subqueries, combined queries, and rank data. Interactive Uses the Interactive Editing product (Query-HTML) to define the content of documents from multiple data sources. You can use the Interactive Editing product to create new documents or modify the queries on which existing Web Intelligence documents are based. Desktop Opens Web Intelligence Offline to edit and create Web Intelligence documents offline. Web Accessibility Uses the Web Accessibility Editing product (HTML Report Panel) to build query and report features using a simple interface. Each document that you create is based on a single data source and can contain multiple reports that display different subsets of information. CA Business Intelligence for CA Service Desk Manager 277

278 Customize Web Intelligence Settings Select a default universe Specifies a default universe for all new Web Intelligence documents. Drill Options Customizes the way drill actions can be performed on the reports. The following options are available: Prompt when drill requires additional data When you drill down in the results that appear in a Web Intelligence document, you can drill down to higher or lower-level information that is not included in the scope of analysis for the document. In this situation, Web Intelligence executes a new query to retrieve additional data from the data source. You can select to be prompted with a message when a new query is needed. Synchronize drill on report blocks Web Intelligence synchronizes the drill-down on all report blocks. Hide Drill toolbar on startup Web Intelligence hides the Drill toolbar when you switch to drill mode. Start drill session Determines if the drill action is performed on the current report or on a new report tab. 4. Click OK. The customized Web Intelligence settings are saved. 278 Chapter 12: Managing Web Intelligence Reports

279 CA Service Desk Manager Universe Mapping with CA MDB Data CA Service Desk Manager Universe Mapping with CA MDB Data The CA Service Desk Manager Universe maps with data in the CA MDB using objects. The Universe uses the following type of objects to map the data: Classes and Subclasses. Objects are grouped into folders named classes. Each class can contain one or more subclasses. A class organizes the objects into logical groups. When you create queries on the Universe, classes help you find the objects that represent the information that you want to use in a query. Dimension Object. A dimension object represents data that provides the basis for analysis in a report. The following example illustrates how a dimension object appears in the Web Intelligence query panel: Detail Object. A detail object provides descriptive data about a dimension. A detail is always attached to the dimension for which it provides additional information. The following example illustrates how a detail object appears in the Web Intelligence query panel: Measure Object. A measure object retrieves numeric data that is the result of calculations on data in the database. An example measure object is Average KPI value in Designer. The following example illustrates how a measure object appears in the Web Intelligence query panel: Create a Web Intelligence Document You can create Web Intelligence documents by first selecting a Universe in InfoView. Each Universe maps to a database that contains corporate business information. When you connect to a Universe, Web Intelligence automatically starts the document editor that you select on the Web Intelligence Document Preferences page in InfoView (see page 275). CA Business Intelligence for CA Service Desk Manager 279

280 Create a Web Intelligence Document To create a Web Intelligence document 1. Log in to InfoView (see page 230). The InfoView home page appears. 2. Click Document List. 3. In the New drop-down list, select Web Intelligence Document. The Web Intelligence Document - New Document page appears, as shown in the following example: 4. In the list of available Universes, select CA Service Desk universe. The Query-HTML editor appears, as shown in the following example: 280 Chapter 12: Managing Web Intelligence Reports

281 Create a Web Intelligence Document 5. Complete the following steps: a. Drag-and-drop the required attribute from the list of objects on the left part of the page to the Result Objects part of the page. b. In the list of objects on the left part of the page, expand Request Filters. In the list of predefined filters, drag-and-drop a filter to the Query Filters part of the page. c. Click Run Query. The report appears, as shown in the following example: Note: For more information about creating Web Intelligence documents, see your Web Intelligence documentation. CA Business Intelligence for CA Service Desk Manager 281

282 How to Work with the Web Intelligence Rich Client How to Work with the Web Intelligence Rich Client Web Intelligence provides you with an easy-to-use interactive and flexible user interface to create and analyze reports on corporate data over the web. You can use Web Intelligence offline as the Web Intelligence Rich Client, a stand-alone Microsoft Windows application equivalent to the Java Report Panel that you can install on your computer. The Web Intelligence Rich Client lets you continue to work with Web Intelligence documents in the following situations: You are not able to connect to a CMS. You want to perform calculations locally rather than on the server. You want to work with Web Intelligence documents without installing a CMS or application server. Complete the following steps to work with the Web Intelligence Rich Client: 1. Install the Web Intelligence Rich Client (see page 282). 2. Understand the Web Intelligence Rich Client working modes (see page 284). 3. Create a basic report using the Web Intelligence Rich Client (Connected Mode) (see page 285). 4. Edit a report using the Web Intelligence Rich Client (Offline Mode) (see page 290). 5. Add a report to the CA Service Desk Manager Reports tab (see page 291). Install the Web Intelligence Rich Client You can install the Web Intelligence Rich Client using InfoView. When you install Web Intelligence Rich Client from InfoView, the Web Intelligence Rich Client online help system is not installed to your local computer. To install the Web Intelligence Rich Client 1. Log in to InfoView (see page 230). The InfoView home page appears. 2. Under the Personalize heading, click the Preferences link, and then click Web Intelligence Preferences. The Preference page appears. 282 Chapter 12: Managing Web Intelligence Reports

283 How to Work with the Web Intelligence Rich Client 3. Under the Select a default creation/editing tool heading, select the Desktop (Web Intelligence Rich Client required) option button and click Install Now. The Web Intelligence Rich Client starts to install and a websetup.exe prompt appears. 4. Click Run. 5. Select English as the language for the installation. The Welcome page appears. 6. Click Next. 7. Accept the License Agreement and click Next. The Destination Folder page appears. 8. Select the installation location and click Next. The Select Features page appears. 9. Accept the default installation features and click Next, as shown in the following example: The Ready to Install Application page appears. 10. Click Next. CA Business Intelligence for CA Service Desk Manager 283

284 How to Work with the Web Intelligence Rich Client 11. Continue to follow the on-screen instructions. 12. When the installation is complete, click Finish. The Web Intelligence Rich Client is installed. Web Intelligence Rich Client Working Modes The Web Intelligence Rich Client works in two modes: Connected Mode. In this mode (the default login method), the Web Intelligence Rich Client is connected to the CMS. Therefore, the CMS applies the security permissions of the user account. When operating in this mode, the security permissions in the CMS are downloaded to the local computer. The permissions are later applied when connected in Offline (Standalone) mode. Note: Before working in Offline mode with a specific CMS, you must have connected to the CMS at least once in Connected mode. By connecting to the CMS at least once in Connected mode, the Web Intelligence Rich Client can download the security permissions from the CMS. Offline (Standalone) Mode. In this mode, there is no connection to the CMS. As a result, no security is enforced and you can only work on local documents. 284 Chapter 12: Managing Web Intelligence Reports

285 How to Work with the Web Intelligence Rich Client Create a Basic Report Using the Web Intelligence Rich Client (Connected Mode) You can create a basic report using the Web Intelligence Rich Client in Connected mode. To create a basic report using the Web Intelligence Rich Client 1. Start the Web Intelligence Rich Client. The Web Intelligence Rich Client login page appears, as shown in the following example: 2. Complete the following steps: a. Enter the user name and password. b. Select the appropriate authentication type. c. Verify that the Use in Offline Mode check box is not selected. 3. Click Log On. The Web Intelligence Rich Client appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 285

286 How to Work with the Web Intelligence Rich Client 4. Click Create New Document Based on Data Source. The New Document dialog appears. 5. Select the Universe option button and click Next. The Universe dialog appears, as shown in the following example: 286 Chapter 12: Managing Web Intelligence Reports

287 How to Work with the Web Intelligence Rich Client 6. In the list of available Universes, select CA Service Desk and click OK. The Create Query window appears, as shown in the following example: 7. Drag-and-drop the required attributes for the report from the left part of the page to the Result Objects part of the page. CA Business Intelligence for CA Service Desk Manager 287

288 How to Work with the Web Intelligence Rich Client 8. Click Run Query. The report appears, as shown in the following example: 9. Select File, Export to export the report to a CMS database. The Export Document dialog appears, as shown in the following example: 288 Chapter 12: Managing Web Intelligence Reports

289 How to Work with the Web Intelligence Rich Client 10. Select the folder in which to export the report and click Export. The report is exported. 11. Select File, Save As. The Save Document dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 289

290 How to Work with the Web Intelligence Rich Client 12. Complete the following steps: a. Specify a name for the report. b. Save the report in the userdocs folder. The report is saved and can be opened for editing when you are connected in Offline mode. Edit a Report Using the Web Intelligence Rich Client (Offline Mode) When the Web Intelligence Rich Client is connected using Offline mode, you can complete the following tasks: Open a local document. Create a document (requires a local Universe and a local Connection Server). Edit a document. Refresh a document (requires a local Universe and a local Connection Server). Save a document locally. 290 Chapter 12: Managing Web Intelligence Reports

291 How to Work with the Web Intelligence Rich Client To connect using Offline mode and edit a report 1. Start the Web Intelligence Rich Client. The Web Intelligence Rich Client login page appears. 2. Complete the following steps: a. Enter the user name and password. b. Select the appropriate authentication type. c. Verify that the Use in Offline Mode check box is selected. 3. Click Log On. The Web Intelligence Rich Client opens. 4. Select File, Open and select a locally-saved report. 5. Edit the report and make any necessary changes. 6. Click Run Query. The report appears. 7. Verify the report content. You can only save the report locally on your hard disk. You cannot export the report. Add a Report to the CA Service Desk Manager Reports Tab You can add new Web Intelligence or Crystal Reports that are available in InfoView only to the CA Service Desk Manager Reports tab. As a result, you can access the reports without logging in to InfoView. To add a report to the CA Service Desk Manager Reports tab 1. Log in to CA Service Desk Manager as an Administrator. 2. Select Administration, Security and Role Management, Role Management, Web Forms. CA Business Intelligence for CA Service Desk Manager 291

292 How to Work with the Web Intelligence Rich Client 3. Click Create New. 4. Complete information in the following fields. The following fields require explanation: Web Form Name Enter a web form name; for example, KPI Report. CODE Enter a code; for example, KPIREP. Type Select Report. Resource Copy the following code: $BOServerURL?sPath=[Home],[Public+Folders],[CA+Reports],[CA+Service+Desk],[Key+Perfor mance+indicator]&sdocname=service+desk+sql+and+stored+query+kpi+values&sviewer=html Note: In this code, the variable $BOServerURL is provided from the Options Manager. For all reports, the resource is the same until $BOServerURL?sPath=[Home],[Public+Folders],[CA+Reports],[CA+Service+Desk]. After, you add the folder in which the report is present. Separate each word with a plus sign (+). After the folder name, specify the document name, separated by the plus sign (+). At the end of the code, the viewer to use to display the report, by default, is html. 5. Click Save. 6. Select Roles, Administrator, Report Web Forms tab, Update Report Web Forms. 7. Select the KPI Report web form previously created and add the web form to the list. 8. Click OK. 9. Log out of CA Service Desk Manager. 10. Log in to CA Service Desk Manager as an administrator. 11. Click the Reports tab. 12. From the list of available reports, select the KPI Report. The report executes. You can add the report to other roles by repeating the previous steps. 292 Chapter 12: Managing Web Intelligence Reports

293 How to Create Service View Reports How to Create Service View Reports Having a view of your services through reporting helps in the validation process behind Configuration Management. In CA Service Desk Manager, the incident, problem, request and change order objects have an attribute field named Affected Service. The Affected Service attribute captures the primary service against which the ticket is logged, as opposed to the specific Configuration Item (CI) that may be a part to support the service. Reporting on the service information helps identify how maintainable a particular CI is. In addition, you can link changes to services to see how much the service has changed. If the CI is linked to the service, you can see those changes too. To add the affected services to your CA Service Desk Manager Universe and create reports that are service-driven, complete the following steps: 1. Create a derived Universe (see page 293). 2. Create attribute aliases (see page 293). 3. Add service objects to the CA Service Desk Manager Universe (see page 295). 4. Export the Universe (see page 298). Create a Derived Universe If you have not already created a derived Universe, follow the instructions in Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence (see page 209). After you create a derived Universe, you can continue. Create Attribute Aliases CA Service Desk Manager includes an ODBC driver that allows Web Intelligence or Desktop Intelligence to submit SQL SELECT queries directly to the CA Service Desk Manager Object Manager (domsrvr). The driver exposes CA Service Desk Manager Majic object names and attributes as tables and columns of a virtual database. In addition, the driver allows an unlimited number of attribute alias columns to be added to each object. Each attribute alias defines a pseudo column that corresponds to a column of a joined table. For example, the attribute alias assignee_organization_name corresponds to the Majic dotted join assignee.organization.name. To have additional attributes available in the reports from the affected_service attributes such as organization, location, and so forth, you create attributes aliases in CA Service Desk Manager. CA Business Intelligence for CA Service Desk Manager 293

294 How to Create Service View Reports To create attribute aliases in CA Service Desk Manager 1. Log in to CA Service Desk Manager as an Administrator. 2. Click the Administration tab. 3. Expand Service Desk, Application Data, Codes and browse to the Attribute Alias node. 4. Verify that the following attribute aliases exist. 5. (Optional) If the attribute aliases do not exists, click Create New to add them. Object Name Alias Name Alias Value in affected_service_name affected_service.name pr affected_service_name affected_service.name alg request_configuration_item_uu ID call_req_id.affected_resource alg request_affected_service_uuid call_req_id.affected_service alg request_affected_service_name call_req_id.affected_service.na me Note: For more information about object aliases, see the CA Service Desk Manager Technical Reference Guide. 294 Chapter 12: Managing Web Intelligence Reports

295 How to Create Service View Reports Add Service Objects to the CA Service Desk Manager Universe After you create attribute aliases, insert objects into the derived Universe. The following steps provide examples of services objects you add to your derived universe. Note: In the Designer, select Refresh Structure on the View menu to see objects previously added that do not appear in the attributes aliases list. To add service objects to the CA Service Desk Manager Universe 1. Select Start, Programs, Business Objects XI 3.1, Business Objects Enterprise, Designer. The CA Business Intelligence Designer starts. 2. Import your derived Universe. 3. (Optional) Click View on the menu bar and select List Mode to access the table definition and its columns. You can also click the view List Mode icon on the menu bar. 4. Select View, Refresh Structure to see the objects that correspond with the attribute aliases previously added. For example, the affected service name appears in the Universe window for the in object. 5. Expand the Incident folder. 6. Expand the Incident Detail folder. 7. Right-click the Incident Detail folder and select Object. 8. Create the following objects: Name Type Select Affected Resource Character PdmString(in.affected_resource) Affected Service Character PdmString(in.affected_service) Affected Service Name Character in.affected_service_name Note: The Affected Service Name has been defined in the previous step as the alias attribute of affected service.name, which at a database level represents a join between the call_req table and the ca_owned_asset table in the CA MDB. 9. Select the Incident node. 10. Expand the Incident Activity folder. CA Business Intelligence for CA Service Desk Manager 295

296 How to Create Service View Reports 11. Right-click the Incident Activity folder and select Object. 12. Add the Activity Detail UUID information by adding the following new objects: Name Type Select Request Configuration Item UUID Request Affected Service Name Character Character PdmString(alg.request_configur ation_item_uuid) alg.request_affected_service _name 13. Verify that three new objects are created in the Incident Detail Class, as shown in the following example. Preexisting objects are dimmed because you are currently working on a derived Universe. All dimmed objects and classes belong to the original Universe. 14. Select the Problem node. 15. Expand the Problem Detail folder. 16. Right-click the Problem Detail folder and select Object. 17. Add the following objects: Name Type Select Affected Resource Character PdmString(pr.affected_resource ) Affected Service Character PdmString(pr.affected_service) Affected Service Name Character pr.affected_service_name 296 Chapter 12: Managing Web Intelligence Reports

297 How to Create Service View Reports 18. Select the Problem node. 19. Expand the Problem Activity folder. 20. Right-click the Problem Activity folder and select Object. 21. Add the Activity Detail UUID information by creating the following new objects: Name Type Select Request Configuration Item UUID Request Affected Service Name Character Character PdmString(alg.request_configur ation_item_uuid) alg.request_affected_service_na me 22. Select the Resources node. 23. Expand the folders to CMDB, CI Activity Log. 24. Right-click the CI Activity Log folder and select Object. 25. Add the following objects: Name Type Select Configuration Item UUID Character PdmString(cialg.ci_id) 26. Select the Resources node. 27. Expand the folders to CMDB, CI Window. 28. Right-click the CI Window folder and select Object. 29. Add the following objects: Name Type Select Configuration Item UUID Character PdmString(ci_window.nr) 30. Select the Request node. 31. Expand the Request Activity folder. 32. Right-click the Request Activity folder and select Object. 33. Add the following objects: Name Type Select Request Configuration Item UUID Character PdmString(alg.request_configur ation_item_uuid) CA Business Intelligence for CA Service Desk Manager 297

298 How to Create Service View Reports 34. Expand the Change folder. 35. Right-click Change and select Subclass. 36. Add a new subclass named Change Attached UUID. 37. Add the following objects under the new subclass named Change Attached UUID. Name Type Select ID Number lrel_asset_chgnr.id Change ID Number lrel_asset_chgnr.chg Change CI Attached UUID Character PdmString(lrel_asset_chgnr.nr) Last Mod Dt Date lrel_asset_chgnr.last_mod_dt Export the Universe After you add the service objects to the derived Universe, export the objects so that they are available to select from the Web Intelligence Rich Client. You use the Web Intelligence Rich Client to create and execute the reports. To export the Universe 1. Select File, Save. The derived Universe is saved. 2. Select File, Export. The Export Document dialog appears. 3. Specify the domain as CA Universes. 4. Click the Add button to add the derived Universe to the export list. (Optional) Drill-down into the default folder that is displayed to access the CA Universes folder and select the z_servicedesk.unv file. The Export Universe message appears. 5. Click OK. The Universe is exported. 298 Chapter 12: Managing Web Intelligence Reports

299 How to Create Service View Reports Example: Service Reports to Generate Metrics In this example, you access the new service objects and create reports by completing the following steps: 1. Log in to the Web Intelligence Rich Client. Note: The shortcut to start the Web Intelligence Rich Client is available by selecting Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Web Intelligence Rich Client. 2. From the New Document link, select to browse for additional data sources. 3. Select Universe and click Next. 4. Select the derived Universe from the Available Universes list. In this example, select z_servicedesk. The Create Query page appears. 5. Drag-and-drop objects from the left side of the page to the right side under Result Objects. Core Incident Activity Report The example Core Incident Activity Report captures incident activities for a service when the service is attached to a particular incident or group of incidents. The report uses the Configuration Item ID and the Service Affected ID. The IDs are used because the service name may not be unique, especially in tenanted implementations. The report query will only select incidents in which the Configuration Item (CI) is a Service, or Service Affected is not blank. You can use this report to display the status changes that affected a service. To create the example Core Incident Activity Report 1. Drag-and-drop the following objects under Incident, Incident Activity to the right side of the page: a. Request Ref Num b. Id c. Type Symbol d. Type Description e. Action Desc f. Time Stamp CA Business Intelligence for CA Service Desk Manager 299

300 How to Create Service View Reports g. Last Mod Dt h. Time Spent i. Request Configuration Item Name j. Request Service Affected Name The query appears similar to the following example: 2. Add a query filter to display a specific Request Reference Number, or filter on status. In this example, you take only activities that are associated with a request in which the affected Service field value is not null or when the incident with a configuration item that belongs to a class Service. 3. Drag-and-drop the Request Affected Service Name and Request Configuration Item Class Type fields from the left pane into the Query Filters pane, as shown in the following example. All available filtering operators appear in the following example. 300 Chapter 12: Managing Web Intelligence Reports

301 How to Create Service View Reports 4. Select the CI with classes that is related to the service, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 301

302 How to Create Service View Reports 5. Click Run Query after applying the filters. The Core Incident Activity Report appears. The query results appear in the right pane, and the columns that are used by the query appear on the left part in the Data tab, as shown in the following example: 302 Chapter 12: Managing Web Intelligence Reports

303 How to Create Service View Reports Service Outage Report The example Service Outage Report can capture an incident, which can record the type of service outage with the start and end times. The analyst manually specifies the outage dates. Using this data, the analyst can determine the duration of a service outage and classify the outages by outage type or any additional criteria. The following example illustrates where the start time and end time appear in CA Service Desk Manager: CA Business Intelligence for CA Service Desk Manager 303

304 How to Create Service View Reports By creating a query using objects under the Incident Detail folder, you can report on Service and Configuration Item outages. The objects used appear in the following example. After the first run of the query, all columns without exceptions appear on the report. You can modify the query to insert new columns in the query and create new variables using the Variable Editor. In these situations, drag-and-drop the new data objects to the report. After you build the query, you can manage the report by completing the following tasks: Filtering and prompting data Displaying data Analyzing data Performing calculations Publishing and scheduling reports CI Changes Report Reporting on changes made to Configuration Items helps show how maintainable a particular CI is. You can review the activity log for a CI to see what has changed, and link the changes to services. By linking the changes to services, you can see how the service is impacted. If a CI is linked to a service, the service is affectively changed too. For this example report, use objects under the Resources, CMDB, CI Activity Log folder in the query; for example, CI name, CI UUID, CI status, type, and priority. 304 Chapter 12: Managing Web Intelligence Reports

305 How to Create Service View Reports The following example illustrates a sample CI Changes Report: CI Attribute Changes Report Use the CI Attribute Changes Report to report on the attributes of a specific CI that assist with the validation aspect of Configuration Management. You can add a filter to identify certain attribute names, or those attributes identified with a Significance value on the CI. The following example illustrates a sample CI Attribute Changes Report: CA Business Intelligence for CA Service Desk Manager 305

306 Modifying Reports CI Window Report Use the CI Window Report to report on maintenance windows that are associated with Configuration Items. You can merge this report with other reports on Maintenance Windows. By merging the reports, you can identify incident activities, CI changes, or outages of a particular CI which are linked to a service. The following example illustrates a sample CI Window Report: Modifying Reports You can modify service-driven reports in many ways. This section describes the ways that you can modify reports, including report filtering and prompting, data tracking, variables, and so forth. Report Filtering and Prompting You can apply filters to reports in the following ways: The Reporting Menu Bar (see page 307) The Quick Filter (see page 309) Display Filter Criteria (see page 310) Drill Down Function (see page 311) 306 Chapter 12: Managing Web Intelligence Reports

307 Modifying Reports The Reporting Menu Bar You can click the first icon on the Reporting menu bar to filter reports. When you click this icon, the Report Filter pane appears. Drag-and-drop items from the Data tab on the left to apply filters in the report, as shown in the following example: After you drag-and-drop a column name in the Report Filter pane, the Filter Editor appears. Use the Filter Editor to input values (constant, or from a list using operators), as shown in the following example: Report results immediately refresh and the applied filter continues to appear in the Report Filter pane, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 307

308 Modifying Reports You can apply several filters for the same report, as shown in the following example: Note: You can use the Delete key to suppress a filter. 308 Chapter 12: Managing Web Intelligence Reports

309 Modifying Reports The Quick Filter When you highlight a report column, the Quick Filter icon is available for the column. When you click the icon, a list of available values for this field appears, as shown in the following example: As long as the column is highlighted, Quick Filter is enabled using the menu bar for the highlighted column, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 309

310 Modifying Reports Display Filter Criteria The Filter tab from the Map tab in the left pane displays filters applied for the report, as shown in the following example: 310 Chapter 12: Managing Web Intelligence Reports

311 Modifying Reports Drill Down Function You can use the Drill Down function to implement interactive and simple filters on a report. You activate the Drill Down Function using the icon on the right side of the page. Drag-and-drop from the Data tab or the menu bar to add additional filters, as shown in the following example: From the Data tab, drag-and-drop columns you want to filter in the Filter pane, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 311

312 Modifying Reports Data Tracking Using Web Intelligence, you can track changes between report instances and display the changes differently, based on the Activate Data Tracking options. You activate Data Tracking using the Track button on the toolbar. When you click the Track button, the Activate Data Tracking dialog appears, as shown in the following example: You select a particular data set as a reference point for future changes. This data is known as the reference data. When you activate data tracking, two additional options are available: Hide data tracking Hides the highlighted data changes when data tracking is activated. This option appears to the right of the Data tracking button. Data tracking options Opens the Data Tracking Options dialog where you can define the formatting that is used to highlight data changes. This option appears to the right of the Hide data tracking option. Note: Your ability to activate data tracking and to change the formatting for data changes when data tracking is activated depends on the rights assigned to you by your administrator. 312 Chapter 12: Managing Web Intelligence Reports

313 Modifying Reports To activate data tracking 1. From the main toolbar, click the Track button. The Activate Data Tracking dialog appears. 2. Select one of the following options: Auto-update the reference data with each refresh Uses the current data as the reference data after each data refresh. Use the current data as reference data Uses and maintains the current data as the fixed reference data for all data refreshes. 3. (Optional) Click Refresh Now to refresh the data when the Activate Data Tracking dialog closes. 4. Click OK. The following example illustrates data tracking activated with new activities compared to the latest report instance (displayed in blue color) and numeric field increased (displayed in green color). This example also illustrates how to set display and format for a change in a report. CA Business Intelligence for CA Service Desk Manager 313

314 Modifying Reports Variables You can use the Variable Editor to create new variables. A variable is the result from a formula using a BusinessObjects function, columns retrieved by the query, and built-in operators. You can create a variable using the icon on the toolbar or by selecting Data, Variables on the menu, as shown in the following example: After you create a variable, you can update it using any of the following steps: Click the variable in the Data tab. Right-click the variable and select Edit Variable. As shown in the following example, you can also right-click a variable to duplicate or delete it. 314 Chapter 12: Managing Web Intelligence Reports

315 Modifying Reports Before a variable is available, the variable formula must be validated by clicking the checkmark icon to the right of the formula field, as shown in the following example: After you create a variable, it is available similar to any column that the query retrieves. CA Business Intelligence for CA Service Desk Manager 315

316 Modifying Reports Sections After you have the necessary data, you may want to organize the data by section. To create a section, right-click a column (select the column value and not the column caption value) and select Set as Section, as shown in the following example. You can also create a section from the menu bar by selecting Reporting, Set as Section. The Set as Section feature generates a list that is organized by section. In this example, the list is organized by Affected Service. The column used for the section has been automatically removed from the table and placed as a header for the section, as shown in the following example: 316 Chapter 12: Managing Web Intelligence Reports

317 Modifying Reports Using the same way to define a section, you can define subsections inside a section. You can define an unlimited number of section layers. CA Business Intelligence for CA Service Desk Manager 317

318 Modifying Reports Report Structure For a view and to understand a report, you may want to display and work on the report structure rather than the report result. To display the structure of a report, complete one of these steps: Click the View Structure icon (last icon on the right from the reporting toolbar). Click View Structure on the menu bar. The following example represents the structure of a report with a section by Request Affected Service name and a subsection by Request configuration name: Similar to the Result mode, you can format a report to add and edit columns. 318 Chapter 12: Managing Web Intelligence Reports

319 Modifying Reports Caption and Formulas Objects in a report can be transformed like variables. To update a column, right-click a column and select Formula Toolbar. The cursor appears on the formula toolbar (fx) where you specify any transformation/calculation to be made for the selected column. Note: When you double-click the (fx) icon, the Formula Editor appears. As shown in the following example, the caption Reference Num: appears and the value of the column Request_Ref_Num: CA Business Intelligence for CA Service Desk Manager 319

320 Modifying Reports Calculations Built-in calculations can be inserted automatically at the end of a table for each section break. Depending on the data type (numeric compared to characters) of the column selected, the available calculations are different. Numeric Columns For numeric columns, the available calculations are the following: Sum Average Count (number of different occurrences) Minimum Maximum Percentage Text Columns For text columns, the available calculations are the following: Count (number of different occurrences) Minimum Maximum As shown in the following example, you can use a built-in calculation for several columns: 320 Chapter 12: Managing Web Intelligence Reports

321 Modifying Reports You can also insert variables (measures) at a section break to generate a calculation at the section level and not at the record level. To insert a variable at a section level, drag-and-drop the variable from the Data tab in a report to the section area. Do not drag-and-drop the variable in the table. Note: When your report contains too much data, you may want to switch to Structure mode instead of View Result. The following example illustrates the report that is generated: CA Business Intelligence for CA Service Desk Manager 321

322 Modifying Reports Alerters and Conditional Display To have conditional display, you define alerters associated with columns that the conditional display impacts. In the report, you want to display Affected Service Name in red color when the number of activities is greater than 300 for that service. To define an alerter 1. Complete one of these steps: On the Reporting toolbar, click the Alerter icon. On the menu bar, select Reporting, Alerters. 2. Click New to create an alerter, as shown in the following example: The Alerter Editor appears. 3. Click the ellipse to determine the condition, as shown in the following example. 322 Chapter 12: Managing Web Intelligence Reports

323 Modifying Reports In this example, you want to have a different display for the service name when the count of activity for that service name is greater than After you determine the condition, specify the display format for fields that are associated with the alerter, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 323

324 Modifying Reports 5. After you define the alerter, select the column that you want to associate with the alerter. 6. Select the alerter and select the check box for the alerter to which you want to associate. As shown in the following example, the affected service appears differently due to the defined alerter. 324 Chapter 12: Managing Web Intelligence Reports

325 Modifying Reports Note: You can define multiple alerters for the same report. Ranking You can use ranking to display the top n or bottom n values based on measures (numeric) values. Ranking is associated with the calculation mode being either a count percentage Cumulative Sum or Cumulative Percentage, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 325

326 Modifying Reports Formatting the Report You can use the Formatting toolbar to format a report to meet your requirements such as fonts, colors, background, borders, and so forth. You can perform formatting on a particular cell or at the table level. As shown in the following example, when you right-click a cell, you can access the format and change the properties. 326 Chapter 12: Managing Web Intelligence Reports

327 Modifying Reports Report Templates Web Intelligence has several report templates that you can apply to a report. Previous examples in this guide use a vertical template, and you use drag-and-drop to transform a report in a horizontal template. The following example illustrates all available templates for drag-and-drop operations to transform reports into a horizontal table. CA Business Intelligence for CA Service Desk Manager 327

328 Modifying Reports Create Several Reports for One Query Web Intelligence supports the creation of several report for the same query. In this example, you create a synthetic report with a graph. To create several reports for one query 1. In the Web Intelligence Rich Client, right-click the Report tab and select Insert Report as shown in the following example: 328 Chapter 12: Managing Web Intelligence Reports

329 Modifying Reports 2. Drag-and-drop Request Affected Service from the Data tab on the left to the report area on the right. CA Business Intelligence for CA Service Desk Manager 329

330 Modifying Reports 3. Repeat step 2 for count_activities. Note: For this report, you need at least one measure column. The report appears, similar to the following example: You can transform the synthetic view using a single click. 4. Right-click the report, select Turn To in the drop-down menu, and select the graph that you want to display as shown in the following example: 330 Chapter 12: Managing Web Intelligence Reports

331 Modifying Reports CA Business Intelligence for CA Service Desk Manager 331

332 Modifying Reports 5. Expand the graph frame horizontally and vertically, as shown in the following example: 6. Right-click the graph and select Format. The Properties tab for the graph appears on the left part of the page, as shown in the following example: 332 Chapter 12: Managing Web Intelligence Reports

333 Modifying Reports The Properties tab contains all display parameters for the graph. Note: You can construct graphs directly from the Templates tab. 7. From the Template tab, drag-and-drop a template for the report that you want to create. In this example, drag-and-drop the Vertical Bar and Line template. CA Business Intelligence for CA Service Desk Manager 333

334 Modifying Reports 8. From the Data tab, drag-and-drop Request Affected Service Name to the graph and release it over Place dimension objects here, as shown in the following example. Repeat this step for the measures fields (Count_Activities and count_ref_num) and release them over Place measure objects here. 9. In the toolbar, click View Results. The report appears, as shown in the following example: 334 Chapter 12: Managing Web Intelligence Reports

335 Use the Report in InfoView Use the Report in InfoView Each report must be exported to the CMS, and the location is specified during the export operation. After you export a report to the CMS, you can use the report in InfoView, schedule the report, and use the report from CA Service Desk Manager. To export a report to the CMS, select File, Export to CMS. Then, specify the location as shown in the following example: CA Business Intelligence for CA Service Desk Manager 335

336 View the Report in InfoView View the Report in InfoView After you export the report to the CMS, it is accessible from InfoView. Users can access the report, schedule the report, and modify the report as shown in the following example: For more information about launching CA Service Desk Manager in context, see the CA Service Desk Manager Implementation Guide. 336 Chapter 12: Managing Web Intelligence Reports

337 Service Outage Report Service Outage Report An incident can record the type of service outage with the start and end times as described by the analyst. The analyst manually specifies the outage dates. Using this data, the analyst can determine the duration of a service outage and classify the outages by outage type or any additional criteria. The following example illustrates where the start time and end time appear in CA Service Desk Manager: CA Business Intelligence for CA Service Desk Manager 337

338 Service Outage Report By creating a query using objects under the Incident Detail folder, you can report on Service and Configuration Item outages. The objects used appear in the following example. To calculate the duration, a new column is created in the Universe. This new column represents the difference between outage stop and outage start. In the Universe, create an object under the Incident Folder and name it Outage_Duration as shown in the following example: This new object should be a number and should contain the following in the Select field: Case When in.outage_end_time=0 then (PdmToday() -in.outage_start_time)/(3600) else (in.outage_end_time - in.outage_start_time)/(3600) END 338 Chapter 12: Managing Web Intelligence Reports

339 Service Outage Report Click the Properties tab and verify that the object is a measure and a sum executes when aggregated, as shown in the following example: Downtime Calculation Some additional useful information when working with service outages is the ability to calculate downtime according to a workshift. Typically, a customer wants to differentiate downtime in business hours and non-business hours. In this example, use the Universe Designer to create two numeric fields in the Incident, Incident Analysis, Incident Measures folder. One field calculates the outage during business hours, and another during non-business hours. The following table contains the object name and select clause you define to calculate the outages: Object Name Outage_Downtime_Business_Ho urs Select Clause PdmSeconds(PdmDownTime('Gold','Mon - Fri { 9:00 am - 5:00 pm }', in.outage_start_time,in.outage_end_time)) CA Business Intelligence for CA Service Desk Manager 339

340 Service Outage Report Object Name Outage_Downtime_NON_Busine ss_hours Select Clause PdmSeconds(PdmDownTime('L1','Mon - Fri { 5:00 pm - 12:00 am 12:00 am - 8:00 am } Sat { 12:00 am - 12:00 am } Sun { 12:00 am - 12:00 am }', in.outage_start_time,in.outage_end_time)) As noted in the table, the PdmDownTime function calculates a downtime inside two dates and according to a workshift. PdmSeconds transforms the result of the expression in a number of seconds. When the report is saved and the Universe definition is exported, this number is transformed into hours. To create a report using the updated Universe, define a query similar to the following example: Downtime fields previously created are calculated in seconds. To improve the reading, you can transform them into hours. By dividing them by 3600, create the following two variables: Hours_Outage_Downtime_Business_Hours Hours_Outage_Downtime_NON_Business_Hours 340 Chapter 12: Managing Web Intelligence Reports

341 Chapter 13: Creating Reports for Crystal Reports 2008 Overview CA Service Desk Manager provides a number of default Crystal Reports. To modify or create new Crystal Reports, you must have a full version of Crystal Reports 2008 installed. You can create new reports for Crystal Reports 2008 using the following methods: Create a Crystal Report using the Data Direct ODBC driver (see page 349). Create a Crystal Report using the CA Service Desk Manager Universe (see page 357), which is installed during the CA Business Intelligence configuration. The Crystal Reports Editor The Crystal Reports Editor is the application that you use to perform most of the initial work to create a report. When you start to create a report, Crystal Reports automatically creates the following areas in the Crystal Reports Editor: Report Header Defines the report title and additional information that you want to appear at the beginning of the report. You can also use this area for charts and cross-tabs that include data for the entire report. Page Header Defines the information that you want to appear at the top of each page on the report. You can include chapter names, the name of the document, and other similar information. You can also use this area to display field titles above the fields on the report. CA Business Intelligence for CA Service Desk Manager 341

342 How to Create a Report Body Defines the body of the report. This area is printed one time for each record. The majority of the report data typically appears in this area. Report Footer Defines the information that you want to appear only once at the end of the report (such as grand totals). You can also use this area for charts and cross-tabs that include data for the entire report. Page Footer Contains the page number and any additional information you want to appear on the bottom of each page on the report. The following example illustrates the areas of the Crystal Reports Editor: How to Create a Report To successfully create a report for Crystal Reports 2008, complete the following steps: 1. Select the data source. 2. Add tables. 342 Chapter 13: Creating Reports for Crystal Reports 2008

343 The Data Direct ODBC Driver 3. Link multiple tables. 4. Place data on the report. 5. Format the data. 6. Record report selections. 7. Group, sort, and summarize the data. 8. Insert page headers and footers. 9. Add a title page to the report. These steps are described in the procedures to create a report using the Data Direct ODBC Driver (see page 349) or the CA Service Desk Manager Universe (see page 357). The Data Direct ODBC Driver CA Business Intelligence uses the Data Direct ODBC driver to communicate with CA Service Desk Manager. The ODBC client is installed during the CA Business Intelligence configuration. The Data Direct ODBC driver communicates with the CA Service Desk Manager ODBC Data Access Service which executes on the CA Service Desk Manager server. The Data Direct ODBC driver name should begin with casd_ followed by the server name in uppercase. The following is an example for the Data Direct ODBC driver name: casd_testserver CA Business Intelligence for CA Service Desk Manager 343

344 Install the Data Direct ODBC Driver The default port number for Data Direct ODBC version 6 is However, you can change the port number during the CA Business Intelligence configuration. The following example illustrates the architecture of the Data Direct ODBC driver: Install the Data Direct ODBC Driver You can install the Data Direct ODBC driver during the CA Business Intelligence configuration. To install the Data Direct ODBC driver 1. Insert the installation media for CA Service Desk Manager into the drive on the computer. When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled, double-click the setup.exe file from the root directory of the installation media to start the installation. 2. Select the language for the installation and click Select Language. 344 Chapter 13: Creating Reports for Crystal Reports 2008

345 Install the Data Direct ODBC Driver 3. Click the Product Installs tab and click the CA Business Intelligence Configuration link, as shown in the following example: 4. Click Next on the Welcome dialog. The CA Service Desk Manager Component Installer Wizard appears, as shown in the following example: Note: If CA Business Intelligence is installed on a server that contains CA Service Desk Manager components (the CA Service Desk Manager Secondary server), the ODBC client is automatically installed. As a result, the CA Business Intelligence Configuration dialog appears different from the following example. CA Business Intelligence for CA Service Desk Manager 345

346 Install the Data Direct ODBC Driver 5. Specify the following information: BI Admin User Name Type the same user name (Administrator) that you specified during the CA Business Intelligence installation. BI Admin Password Type the same password that you specified during the CA Business Intelligence installation. CA Service Desk Manager Admin User Name Type ServiceDesk for the administrator user name. CA Service Desk Manager Admin Password Type the password for the administrator user name. 346 Chapter 13: Creating Reports for Crystal Reports 2008

347 Install the Data Direct ODBC Driver CA Service Desk Manager Primary Host Specify ServiceDesk Primary Host as the primary host. Default ODBC port number Specify as the default ODBC port number. Default ODBC installation location The default ODBC installation location is C:\Program Files\CA\SC\CASD_ODBC. Based on your requirements, you can change this location. The option Use Data Direct ODBC 6.0 Driver installs and configures the ODBC driver. If a previous version of driver exists on the server, this option updates the driver to version 6.0. The CA Service Desk Manager Universe uses and requires this version. 6. Click Finish. The configuration is complete. A CA Service Desk Manager data source is available on the System DSN tab of ODBC Data Sources. Note: CA Business Intelligence requires a 32-bit ODBC connection. If you are installing CA Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create the ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder. CA Business Intelligence for CA Service Desk Manager 347

348 Install the Data Direct ODBC Driver 7. Double-click the ODBC connection and click Test Connect, as shown in the following example: The Logon to Data Source dialog appears. 8. Type the Service Desk Privileged User Name and Password in the Data Source User Name and Data Source Password fields. 9. Click OK. The Connection test was successful message appears. 348 Chapter 13: Creating Reports for Crystal Reports 2008

349 Create a Crystal Report Using the Data Direct ODBC Driver Create a Crystal Report Using the Data Direct ODBC Driver You can create a Crystal Report using the Data Direct ODBC driver. To create a Crystal Report using the Data Direct ODBC driver 1. Start Crystal Reports Select File, New, Blank Report. The Database Expert dialog appears, as shown in the following example: 3. In the Available Data Sources list, expand the Create New Connection folder. 4. Scroll in the list and select ODBC (RDO). The ODBC (RDO) dialog displays all available ODBC connections on the server, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 349

350 Create a Crystal Report Using the Data Direct ODBC Driver 5. Select the Data Direct ODBC driver and click Next. The Connection Information page appears, as shown in the following example: 350 Chapter 13: Creating Reports for Crystal Reports 2008

351 Create a Crystal Report Using the Data Direct ODBC Driver 6. Enter the user name for the user to connect to the CA Service Desk Manager server, and the password for the user. 7. Click Finish. The Database Expert dialog displays the new connection and the CA MDB database, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 351

352 Create a Crystal Report Using the Data Direct ODBC Driver 8. In the Available Data Sources list, expand the CA MDB database, select the required objects for the report, and click the right arrow button to move the objects to the Selected Tables list. The objects appear in the Selected Tables list, as shown in the following example: 352 Chapter 13: Creating Reports for Crystal Reports 2008

353 Create a Crystal Report Using the Data Direct ODBC Driver 9. Click OK. 10. Select View, Field Explorer. 11. Expand Database fields, CR. 12. Drag-and-drop the required fields for the report to the Detail area of the report. The column name is automatically added to the Page Header area, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 353

354 Create a Crystal Report Using the Data Direct ODBC Driver 13. After you add the required fields, click Report, Refresh Report Data. A report preview appears, as shown in the following example: 14. Select File, Save As and save the report locally, or to the Enterprise. 15. (Optional) To save the report to an Enterprise location, select Enterprise in the Save As dialog. 354 Chapter 13: Creating Reports for Crystal Reports 2008

355 Create a Crystal Report Using the Data Direct ODBC Driver The Log On to BusinessObjects Enterprise dialog appears, as shown in the following example: 16. Enter the user name and password to log on to BusinessObjects Enterprise and click OK. The Save As dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 355

356 Create a Crystal Report Using the Data Direct ODBC Driver 17. Select a folder location for the report, specify a file name, and click Save. The report is saved. 356 Chapter 13: Creating Reports for Crystal Reports 2008

357 Create a Crystal Report Using the CA Service Desk Manager Universe Create a Crystal Report Using the CA Service Desk Manager Universe You can create a Crystal Report using the CA Service Desk Manager Universe. To create a Crystal Report using the CA Service Desk Manager Universe 1. Start Crystal Reports Select File, New, Blank Report. The Database Expert dialog appears, as shown in the following example: 3. In the Available Data Sources list, expand the Create New Connection folder. 4. Expand the Universes folder. The BusinessObjects Enterprise Explorer dialog appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 357

358 Create a Crystal Report Using the CA Service Desk Manager Universe 5. Expand the CA Universe folder, select the CA Service Desk Universe, and click Open. The BusinessObjects Query Panel appears, as shown in the following example: 358 Chapter 13: Creating Reports for Crystal Reports 2008

359 Create a Crystal Report Using the CA Service Desk Manager Universe 6. Drag-and-drop the required report attributes from the CA Service Desk Universe to the Results Objects section of the page. 7. Click OK. The Database Expert dialog appears with the CA ServiceDesk_Query, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 359

360 Create a Crystal Report Using the CA Service Desk Manager Universe 8. In the Available Data Sources list, select the CA Service Desk_Query in the Universes folder. 9. Click the right arrow to move the selection to the Selected Tables list. 10. Click OK. 360 Chapter 13: Creating Reports for Crystal Reports 2008

361 Create a Crystal Report Using the CA Service Desk Manager Universe 11. Select View, Field Explorer. 12. Expand Database fields, CA ServiceDesk_Query. 13. Drag-and-drop the required fields for the report to the Detail area of the report. The column name is automatically added to the Page Header area, as shown in the following example: 14. After you add the required fields, click Report, Refresh Report Data. A report preview appears, as shown in the following example: CA Business Intelligence for CA Service Desk Manager 361

362 Create a Crystal Report Using the CA Service Desk Manager Universe 15. Select File, Save As and save the report locally, or to the Enterprise. 16. (Optional) To save the report to an Enterprise location, select Enterprise in the Save As dialog. The Log On to BusinessObjects Enterprise dialog appears, as shown in the following example: 362 Chapter 13: Creating Reports for Crystal Reports 2008

363 Create a Crystal Report Using the CA Service Desk Manager Universe 17. Enter the user name and password to log on to BusinessObjects Enterprise and click OK. The Save As dialog appears, as shown in the following example: 18. Select a folder location for the report, specify a file name, and click Save. The report is saved. CA Business Intelligence for CA Service Desk Manager 363

364

365 Chapter 14: Administering Tomcat Change the Tomcat Port After the initial installation of CA Business Intelligence, you can change the Tomcat port that is specified during the installation. To change the Tomcat port 1. On the CA Business Intelligence server, navigate to the CA Business Intelligence installation folder. Note: The default installation location on a 32-bit operating environment is C:\Program Files\CA\SC\CommonReporting3. The default installation location on a 64-bit operating environment is C:\Program Files (x86)\ca\sc\commonreporting3. 2. Navigate to the Tomcat55/conf folder. 3. Back up the SERVER.XML file. 4. Using a text editor, open the SERVER.XML file. 5. Locate the following line in the file: <!-- Define a non-ssl Coyote HTTP/1.1 Connector on port > 6. In the Connector section of the file, change the Tomcat port based on your requirements. The following sample code illustrates the updated port: <Connector URIEncoding="UTF-8" acceptcount="100" ConnectionTimeout="20000" debug="0" disableuploadtimeout="true" enablelookups="false" maxsparethreads="75" maxthreads="150" minsparethreads="25" port="port #" redirectport="8443"/> 7. Save the SERVER.XML file. 8. Update the shortcuts to the InfoView and Central Management Console to indicate the new Tomcat port. The following sample URLs indicate the new Tomcat port: (InfoView URL) CommonReporting3\Tomcat55\bobjsetup\infoview.url (Central Management Console URL) CommonReporting3\BusinessObjects Enterprise 12.0\win32_x86\cmc.url CA Business Intelligence for CA Service Desk Manager 365

366 Change the Tomcat Port 9. Start the Central Configuration Manager by selecting Start, All Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central Configuration Manager. The Central Configuration Manager appears, as shown in the following example: 10. Restart the Apache Tomcat service. 11. Log in to CA Service Desk Manager as an Administrator. 12. Navigate to Administration, Options Manager, Web Report. 366 Chapter 14: Administering Tomcat

367 Upgrade the Tomcat Release Number 13. Update the bo_server_location value to indicate the new CA Business Intelligence Tomcat port, as shown in the following example: 14. On the CA Service Desk Manager server, restart the ServiceDesk service. The Tomcat port is changed. Upgrade the Tomcat Release Number Due to some known security vulnerability issues and compatibility reasons, you may need to upgrade Tomcat to a newer release. By default, CA Business Intelligence XI Release 3 uses Tomcat to integrate with CA Service Desk Manager. To upgrade the Tomcat release number to On the CA Business Intelligence server, start the Central Configuration Manager by selecting Start, All Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central Configuration Manager. The Central Configuration Manager appears. 2. Stop the Apache Tomcat service. The Apache Tomcat service stops. This process may take a few minutes to complete. CA Business Intelligence for CA Service Desk Manager 367

368 Upgrade the Tomcat Release Number 3. On the CA Business Intelligence server, use Windows Explorer to rename the existing Tomcat installation directory. (32-bit operating environment) Rename C:\Program Files\CA\SC\CommonReporting3\Tomcat55 to C:\Program Files\CA\SC\CommonReporting3\Tomcat55_Original (64-bit operating environment) Rename C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55 to C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55_original 4. Download Apache Tomcat by completing the following steps: a. Open a browser and navigate to The Apache Archives page appears. b. Use the links on the page to find and download Apache Tomcat Extract the content of the downloaded Apache Tomcat file into the following directory: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3 (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3 A directory named apache-tomcat is created. 6. Rename the apache-tomcat directory to Tomcat55. Note: Verify that a duplicate directory named apache-tomcat does not exist within the apache-tomcat directory. 368 Chapter 14: Administering Tomcat

369 Upgrade the Tomcat Release Number 7. Download Apache Tomcat compatibility package by completing the following steps: a. Open a browser and navigate to The Apache Archives page appears. b. Use the links on the page to find and download the Apache Tomcat compatibility package. 8. Extract the content of the downloaded Apache Tomcat compatibility package into the updated Apache Tomcat installation directory: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\Tomcat55 (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55 9. Open a Command Prompt window. 10. Navigate to the following directory: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\deployment (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3\deployment 11. Execute the following command: wdeploy tomcat55 deployall This command may take a few moments to complete. 12. Copy the web.xml file from the C:\Program Files\CA\SC\CommonReporting3\Tomcat55_Original\webapps\OpenDocument\WEB-INF\w eb.xml location to the appropriate location: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF\web.x ml (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55\webapps\opendocument\web-inf\web.x ml CA Business Intelligence for CA Service Desk Manager 369

370 Upgrade the Tomcat Release Number 13. (Optional - if you changed the default CA Business Intelligence ports) Copy the server.xml file from the C:\Program Files\CA\SC\CommonReporting3\Tomcat55_Original\conf\server.xml location to the appropriate location: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\Tomcat55\conf\server.xml (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55\conf\server.xml 14. (Optional - if you changed the default CA Business Intelligence web.xml file) Copy the web.xml file from the C:\Program Files\CA\SC\CommonReporting3\Tomcat55_Original\conf\web.xml location to the appropriate location: (32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\Tomcat55\conf\web.xml (64-bit operating environment) C:\Program Files (x86)\ca\sc\commonreporting3\tomcat55\conf\web.xml 15. Start the Central Configuration Manager by selecting Start, All Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central Configuration Manager. 16. Restart the Apache Tomcat service. Note: The Central Configuration Manager incorrectly indicates on the page that the service is Apache Tomcat The underlying service is Apache Tomcat Log in to CA Service Desk Manager as an Administrator. 18. Navigate to Administration, Options Manager, Web Report. 370 Chapter 14: Administering Tomcat

371 Upgrade the Tomcat Release Number 19. Update the bo_server_location value to indicate the new CA Business Intelligence Tomcat port, as shown in the following example: 20. On the CA Service Desk Manager server, restart the ServiceDesk service. The Tomcat release number is changed. 21. Log in to either CA Business Intelligence or CA Service Desk Manager and verify that the CA Business Intelligence reports are executing correctly. CA Business Intelligence for CA Service Desk Manager 371

372

373 Chapter 15: Troubleshooting Web Intelligence Reports and Date Ranges Business users frequently execute Web Intelligence reports for specific date ranges; for example, to report on incidents opened in the last month ("Last Month"). By using the default reporting functionality and behavior, you manually set the start and end dates so that scheduled reports generate data correctly. This manual process increases your report generation maintenance. On the first day of the month, you manually reset the filter to the new date ranges for the last month ( "last month"). The daily reporting maintenance increases when you require reports for the current month, quarter, and year ("This month", "This Quarter", and "This Year"). When you use SQL Server and Oracle, you typically leverage the native DBMS functions such as DATEPART, concatenation, GETDATE and other functions to derive business date ranges such as "Previous Month". The following example provides a native DBMS function for SQL Server in CA Business Intelligence to "Previous Month": 'Previous Month' CASE WHEN cast(datepart(month,getdate()) as datetime) = 01 THEN cast((str(12)+'/'+ str(01) +'/'+STR(YEAR(Getdate())-1)) as datetime) ELSE cast((str(datepart(month,getdate())-1)+'/'+ str(01) +'/'+STR(YEAR(Getdate()))) as datetime) END The desired result is that a scheduled report uses a common business date range that automatically calculates the appropriate date when you execute the report. For example, "Year To Date" automatically sets 01/01/10-04/12/10 and "Last Month" indicates the date range 03/01/10 03/31/10. CA Business Intelligence for CA Service Desk Manager 373

374 The PdmToday Function The PdmToday Function You can use the PdmToday function in your Universe to enable custom date ranges. This function has the following syntax: PdmToday( [timeadj [, day [, month [, year]]]] ) This function is evaluated to the current date (in seconds from 1/1/1970), and adjusts based on the following arguments. Adjustments are applied in the order year, month, day. The function ignores a zero or omitted argument. timeadj -1. Adjust the time to the beginning of the day (0:00:00). +1. Adjust the time to the end of the day(23:59:59). day Negative number. Adjust the date by the number of days specified. Positive number. Set the day to an absolute value specified (or to the last day of month, whichever is less). month Negative number. Adjust the date by the number of months specified. Positive number. Set the month to an absolute value specified (or to December (12), whichever is less). year Negative number. Adjust the date by the number of years specified. Positive number. Set the year to an absolute value specified. 374 Chapter 15: Troubleshooting

375 The PdmToday Function Test a Filter Using the pdm_isql Command In a production environment, modifying the Universe using the Designer can take a substantial amount of time, and has risks. You can use the pdm_isql command to test a filter without using the Designer. To test a filter using the pdm_isql command 1. Log in to the CA Service Desk Manager server. 2. Open a Command Prompt window. 3. Start the Interactive SQL tool by executing the following command: pdm_isql The Interactive SQL tool starts. 4. Connect to a CA Service Desk Manager primary or secondary server that contains the reporting data by executing the following command: connect user*"password"@casd_myserver In this command, casd_myserver is the ODBC connection that is defined for your server. The following is a sample command: pdm_isql connect CA Business Intelligence for CA Service Desk Manager 375

376 The PdmToday Function 5. Execute the following basic query: SELECT ref_num, open_date, description FROM in WHERE active=1; The command output appears, as shown in the following example: 6. Execute the following Pdm functions: SELECT ref_num, PdmToday() AS FullDate, PdmDay() AS JustDate, PdmMonth() AS JustMonth, PdmYear() AS JustYr, PdmMonth(PdmAddMonths(-1)) AS LastMonth, PdmSeconds(open_date) AS OpenedEpoch FROM in WHERE active=1; The following example illustrates how to execute these functions: 376 Chapter 15: Troubleshooting

377 The PdmToday Function 7. After you are comfortable using pdm_isql to test date ranges, execute the following sample commands as a possible approach for common date ranges: SELECT ref_num, PdmToday(-1,-1) AS Yesterday_Start, PdmToday(-1,1) AS MonthToDate_Start, PdmToday(-1,1,-1) AS PreviousMonth_Start, PdmToday(-1,1,1) AS FirstQuarter_Start, PdmToday(-1,1,4,-1) AS LastYrSecondQuarter_Start FROM in; /* Sample end date ranges for testing in pdm_isql */ select ref_num, PdmToday(1,-1) AS Yesterday_End, PdmToday() AS MonthToDate_End, PdmToday(1,31,-1) AS PreviousMonth_End, PdmToday(1,31,3) AS FirstQuarter_End, PdmToday(1,31,6,-1) AS LastYrSecondQuarter_End FROM in; Add a Filter to the Universe You add a filter to the Universe so you can leverage custom date ranges. To add a filter to the Universe 1. Log in to the CA Business Intelligence server. 2. Start the Designer. CA Business Intelligence for CA Service Desk Manager 377

378 The PdmToday Function 3. Import the Universe. Note: For more information about how to import the Universe, see the CA Business Intelligence Implementation Guide. 4. At the bottom of the Universe panel, click the yellow Filter icon. 5. Expand the list to a filter (for example, Incident Filters), right-click the filter, and select Condition as shown in the following example: 6. Specify a name for the filter; for example, "Open Ranges" to filter on incident open dates. 7. In the where clause for the filter, leverage function in the Universe with function to create a prompt when a specific data value is selected. 378 Chapter 15: Troubleshooting

379 The PdmToday Function The following sample function is provided for your Detail\Open Date) BETWEEN Select a pre-defined time frame: ', 'A', {'Yesterday', 'Month To Date', 'Previous Month', 'First Quarter', 'Last Year Second Quarter'}, mono, free, not_persistent, {''}) WHEN 'Yesterday' THEN PdmToday(-1, -1) WHEN 'Month To Date' THEN PdmToday(1, 31, -1) WHEN 'Previous Month' THEN PdmToday(-1,1,-1) WHEN 'First Quarter' THEN PdmToday(-1,1,1,0) WHEN 'Last Year Second Quarter' THEN PdmToday(-1,1,4,-1) END AND Select a pre-defined time frame: ', 'A', {'Yesterday', 'Month To Date', 'Previous Month', 'First Quarter', 'Last Year Second Quarter'}, mono, free, not_persistent, {''}) WHEN 'Yesterday' THEN PdmToday(1,-1) WHEN 'Month To Date' THEN PdmToday() WHEN 'Previous Month' THEN PdmToday(1,31,-1) WHEN 'First Quarter' THEN PdmToday(1,31,3) WHEN 'Last Year Second Quarter' THEN PdmToday(1,31,6,-1) END 8. Save and export the Universe. The filter is added to the Universe. Create a Report with the Filter After you add a filter to the Universe, create a report to leverage the custom filter. To create a report and leverage the custom filter 1. Start InfoView. 2. Select New, Web Intelligence Document. 3. In the Query Designer, create the report. 4. Drag-and-drop the custom filter to the Query Filters section of the Edit Query page. CA Business Intelligence for CA Service Desk Manager 379

380 The PdmToday Function 5. Execute the report. Prompt contains the custom date ranges. 6. Schedule the report with the custom date ranges. 7. Rename the report to indicate the date range being used, as shown in the following example: 8. Expand the Incident Filters list to Incident, Incident Detail. Drag-and-drop Ref Num, Open Date, and Description to the Result Objects. 9. Expand the Incident Filters list to Incident, Incident Filters. Drag-and-drop Open Ranges to the Query Filters. Prompt has Yesterday, Month To Date, Previous Month, First Quarter, and so forth. 10. Select an option and use the arrows to move the option to the Select a predefined time frame area of the page. 380 Chapter 15: Troubleshooting