ITSM SQL Reports. Installation and Configuration Guide. Date: November Page 1 of 18

Transcription

1 ITSM SQL Reports Installation and Configuration Guide Date: November 2017 Page 1 of 18

2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Visit us at Enquiries e: welcome@sunrisesoftware.com t: +44(0) Page 2 of 18

3 C O N T E N T S Overview 4 Installation 5 Pre-Requisites 5 Installing the ITSM4 Report Suite 5 Installing the Report Viewer 9 ITSM4 Reports Suite Definition 12 Navigating the Reports 14 Customising the Report Viewer CSS 16 Launching the Sunrise ITSM Reports 17 Create a Simple Launch URL Interface Operation 17 Create a Service-Specific Non-Lifecycle Operation 18 Page 3 of 18

4 Overview The purpose of this document is to provide details relating to the installation, configuration and potential modification of the standard set of ITSM reports provided for Sunrise ITSM. Before attempting to deploy these reports please ensure that you have read all instructions and have understood and completed all prerequisites. This document also provides an overview of the reports pack used as part of this installation. These reports are compatible with Sunrise ITSM4 and above. The ITSM4 Reports pack consists of the following elements... The Sunrise ITSM Reports: Our standard set of reports for Sunrise ITSM. These reports are written using Microsoft s SQL Report Services (SSRS) and delivered as a BID Reporting Service Solution Project (Microsoft SQL Server Reporting Services Designers Version ). These reports are based on the default ITSM processes. If the target database is not ITSM then some of the report definitions may require additional configuration or modification The Report Viewer: A Collection of ASPx.net web pages and files for Microsoft Internet Information Services (IIS). These files have a dependency on.net 4 and Microsoft Report Viewer 10 to be installed. A Microsoft SQL Deployment Script: A Microsoft SQL Server SQL script that must be applied to your Sunrise ITSM database to add and amend the necessary SQL objects that are referenced by the reports.

5 Installation The following section details the steps for installation and configuration of the Sunrise ITSM4 Reports. This section is aimed at the Sunrise ITSM Administrator, and assumes the knowledge and permissions that this role implies. Pre-Requisites In order to install the Sunrise ITSM Reports you must have the following: An installed and configured instance of Sunrise ITSM running on Sostenuto v4.9 and above. An installed and configured instance of Microsoft SQL Server 2008 R2 Reporting Services (SSRS). Microsoft SQL Server 2000, 2005 or 2008 Reporting Services cannot be used to deploy the ITSM4 Reports. An installed and configured instance of Microsoft Internet Information Services (IIS) (Minimum tested version ) with.net4 libraries installed. A version of Microsoft Business Intelligence Development Studio, containing Visual Studio, for making changes to the reports as required in order to configure specifically to different implementations of Sunrise ITSM configurations. A SQL Server user and password associated with the default schema of Sunrise (or use the default schema used by Sunrise ITSM ). A copy of the ITSM4 Reports installation media. If any of the above prerequisites are not met do not continue with the remaining installation steps within this guide. Installing the ITSM4 Report Suite The ITSM Reports Suite is created using Microsoft SQL Server Reporting Services (SSRS). The following section provides specific guidance on installing the reports. Note: If you are upgrading your installation of a previous set of ITSM4 reports please note that any changes that have been made specifically to the previous set will not be present in the latest version of the reports. 1 Locate the ITSM4 Reports installation files and copy the contents of the ITSM4 Reports folder to a local folder on the root of the report server C:\ drive called ITSM4Reports Note: If you use a different folder name, or locate it anywhere other than the root of C:\. You will need to edit the File path value for every table entry in the SQL script which populates the database with the reports. It is therefore recommended that you locate the folder as detailed above. 2 Ensure that the ITSM4Reports folder properties allow it to be shared with the account linked to the Sostenuto service. This is carried out as follows In File Explorer, navigate to the folder ITSM4Reports and right-click the folder to select Properties If your domain account is not currently listed in the Group or User Names list, or it is listed but you don t have the necessary permissions click Edit. If necessary add your domain account by clicking Add, selecting your domain account, and then click OK. Now select your domain account in the Group of User Name List and give yourself full control. 3 Navigate to the ITSM4Reports folder and open the ITSM4Reports Report Project File in Visual Studio. 4 Within the Solutions Explorer panel, expand the Shared Data Sources folder and double-click the Sostenuto.rds data source to open it. Page 5 of 18

6 Figure 1: The Solutions Explorer 5 The Shared Data Source Properties screen shows an example of the connection string to the database. Click Edit and update the connection details. Figure 2: Editing the Connection String 6 In the Connection Properties screen... Server Name should point to your database server. Select the correct server from the drop-down list. Check Use SQL Server Authentication and enter the username and password for the database (any account used must have a default schema of sunrise). Ensure that Save my password is checked. Ensure that Select or enter a database name is checked then select the Sunrise ITSM database. Page 6 of 18

7 Figure 3: Create the User Account for this Database Click the Test Connection button. If the connection is valid click the OK button on the Test Results popup. If the test fails, please review the settings you have made above as you will not be able to proceed with the installation. 7 Click the OK button to close the Connection Properties screen. 8 In the Shared Data Source Properties screen, click the OK button. 9 In the Solution Explorer panel, right-click the Project Header (ITSM4Reports) and select the Properties option. The ITSM4Reports Property Pages screen is displayed Page 7 of 18

8 Figure 4: Configuring the ITSM4 Reports Properties Target Dataset Folder shows the target dataset folder for the ITSM4 Reports suite. TargetDataSourceFolder shows the target data source folder for the ITSM4 Reports suite. TargetReportFolder shows the target report folder for the ITSM4 Reports suite. Target Report Part Folder shows the target report part folder of the ITSM4 Report suite. TargetServerURL references the Reporting Server URL to which the reports will be deployed. Note: To locate the correct TargetServerURL navigate to the Microsoft SQL Server > Configuration Tools > Reporting Service Configuration Manager.Log in to the instance of Microsoft SQL Server in which the SQL Server Reporting Services are installed then click Connect. The Web Service URL option in the left panel contains the Report Server Web Service URL that should be used as the TargetServerURL. Copy and paste this URL into the TargetServerURL field 10 If the ITSM4 Reports Property Pages screen DOES NOT contain a TargetServerVersion field then skip this step Select the down arrow and to show the list of available versions. Select Detect version from the list. This will check that SSRS is running and that you are using the correct version. If an error is returned contact the database administrator, otherwise click the OK button 11 Ensure that the reports server security is set to allow you to deploy the reports. To do this, carry out the following steps Run Internet Explorer in administrator mode. Navigate to Select Site Settings in the top right hand corner of the browser page. Select Security from the left hand navigation pane. If the account you used to log into the server does not appear in the list. select New Role Assignment, add your domain account, and select System Administrator before clicking OK. 12 You may also need to enable security access at folder level within the reports page. Once you have carried out the actions in step 12, please carry out the following actions Click Home in the top right hand corner of the browser page. Click on Folder Settings in the menu bar. Click New Role Assignment and add your domain account with the Content Manager role. Page 8 of 18

9 13 Return to Visual Studio and in the Solution Explorer panel, right-click on the Project Header (ITSM4Reports) and select Deploy. This creates the Target Data Source and Target Report folders on the SQL Reports Server, uploading the Data Source and SQL Reports respectively. A log of the deployment appears in the Output panel at the bottom of the screen. You should ignore any warning relating to Overlapping report items are not supported in all renderers. 14 Navigate to the Report Manager URL, typically in the format to see the uploaded files. Navigate into the folder that has just been created and switch to details view. From here, scroll down to the Sostenuto data source file and click it to open it. This confirms the database connection string and allows you to test the connection. Once tested, click the browser back button to go back to the list of reports. 15 Deploy the necessary SQL changes for this report suite Open the report headed 1_SostenutoSQLAdditions at the top of the list of reports. Click on the Run SQL button at the bottom of the report and ensure that each operation has been successful. If any have been unsuccessful please contact support for further information. NOTE: If you are installing this report suite over an existing suite of ITSM reports, the script no longer deletes the current report entries in the S_REPORT and S_REPORT_L tables. If you wish to delete any of the current report entries, you will have to manually delete them from the database. If you need any assistance with this step, please contact the Support Desk. Installing the Report Viewer The following section details the instructions on how to deploy and configure the Report Viewer for the Sunrise ITSM reports suite. Begin by configuring Microsoft Internet Information Services (IIS) 1 Ensure the.net framework 4 is registered with Microsoft Internet Information Services (IIS). To do this open a command prompt in administrator mode and type the following commands C: to switch to the C drive if not already in that drive. cd/ to navigate to the root of the C drive. cd Windows\Microsoft.NET\Framework64 to navigate to the Windows.NET directory. Please note that your default Windows directory may be a different drive to this. Carry out a directory listing by entering dir and identify the current v4 version of.net (for example v and navigate to that folder. Once in the folder, enter the following command: aspnet_regiis -i to install the latest version of.net v4. When the installation is complete, enter Exit to close the command window down. 2 Copy the contents of the Reports Viewer folder to the location where the virtual application will be installed, for example C:\inetpub\wwwroot\ITSMViewer. 3 Install the Microsoft ReportViewer 2010SP1 Redistributable.exe on the server that will be used to host the reports and IIS if this has not already been installed for previous reports. 4 Open IIS and configure the application In IIS right-click on Default Web Site under Sites and refresh. Navigate to the virtual application location you created for the Reports Viewer folder then select Convert to Application and click OK. 5 Configure the IIS Application Settings Locate the web site in the Site branch of the IIS Manager (as previously deployed) Locate the Application Settings icon in the ASP.net section as below. Page 9 of 18

10 Double click on the Application Settings icon and configure the properties of the viewer as shown in the table below: Name KeyTimeOut SSRSURL DefaultReport ErrorReport ImageURL Build_DSN NOTE: Description Not used for this type of configuration. Leave as default. The path to the SSRS instance, for example Note: This URL must be able to be browsed and depends on the correct deployment of SSRS and the reports The Path from the SSRS URL that contains the default report you wish the viewer to display when a successful login occurs. By default this would be [TargetReportFolder]/Z_Default1. The Path from the SSRS URL that contains the error report you wish the viewer to display when an error occurs, for example an invalid login. By default this would be [TargetReportFolder]/Z_Error1. Not used for this type of configuration. Leave as default. The Connection string to the database that contains the Sunrise ITSM report table, for example: Provider=sqloledb;Data Source=DBSERVER;Initial Catalog=DBNAME;UID=SQLUSER;PWD=PASSWORD. This connection is used by the Report Viewer and not the Reports. [TargetReportFolder] would be as set in Figure 4: Configuring the ITSM4 Reports Properties. 6 To allow the SSRS report to be generated without the user being prompted for a username or password, you must make a security change to SSRS. The account used by the IIS Application Pool must be granted access to the SSRS instance and the folder that it is using. To identify the Account being used by the Application Pool, navigate back to Internet Explorer Services(IIS) Manager and select the web site you installed in the Site branch of the IIS Manager. In the actions pane on the right hand side, click Browse *:80(http). If the report viewer launches correctly, no further action is required (the account would have been added to the security model previously). Go to Step 7. If you get an error saying the permissions granted for the user are insufficient (rsaccessdenied), note the account being used. This will be in the format ISS APPPOOL\DefaultAppPool. Open the SSRS instance Report Manager URL - default path Note: You may be prompted for a user name and password. Contact your network administrator for this. Locate the SSRS folder that you want the viewer to access, as configured in the section Installing the ITSM4 Report Suite. By default this is ITSM4Reports. Once in the folder, click Folder Settings. Note: To allow future growth and reduce potential problems this can also be done at the root level instead of the specific folder level. In the Security section select the Security sub-folder and add the Account used by the IIS Application Pool. Click New Role Assignment then enter the Account s Group or User Name. Allocate the Browser permission and click Apply. Page 10 of 18

11 Figure 5: Setting Up Report Security 7 After clicking the Browse *:80 (http) link, the next thing you will see is a security message similar to this. It does not mean that anything is wrong, in fact it confirms that the security is correct for you to run reports. This message is displayed when the Sunrise ITSM reports are waiting for a valid User ID (UID) to allow you access to the reports. Figure 6: Something Went Wrong? Your database administrator can provide the unique UID from the Sunrise ITSM administrator account (see Figure 3 in Installing the ITSM4 Report Suite, above). The UID should be added to the end of the URL, as in the following example: Page 11 of 18

12 ITSM4 Reports Suite Definition Each report within the ITSM4 reports suite is designed to display relevant information for each service in Sunrise ITSM. This section briefly explains what reports are available for each service within the current ITSM4 configuration. All the services have the following default reports Summary Report This returns a summary of the service records for the selected service. From here you can drill down to the details for each service record. They give key information for each record, similar to that as seen in the service record within Sunrise ITSM. The summary report returns the results as a graph followed by a summary table. Supporting 2 Level dynamic grouping, drill down and drill through, information can be obtained and displayed in a number of different way to meet requirements. Grouping Level 1 is defined as a Period Unit (Year, Quarter, Month, Week) Grouping Level 2 allows for the information to be displayed in more detail: Drill down: Expand the summary table to list all the records, by clicking the in the Grouping column of the table Drill through: Click on a record in the table to display the record s Details report, described below. Details Report The Service record Details report displays details of a specified service record and its History. It is not recommended that you run this report directly without a parameter, as it has the potential to generate detail reports for all records in the service (for example, if your system contains 10,000 incidents the report could potentially be over 10,000 pages long).'. It has been designed to be navigated to from the Summary report. Dynamic Cross Tab Report Displays Results relating to user defined requirements at the point of executions. This report provides the user with a Pivot table and a number of different options for the X and Y axes. The generated Pivot table can be split into Period groups. Daily Operations Reports Displays History Operations as a chart and a table over a fixed period broken into units of 1 day. The table supports drill down for Year, Owner Group and Owner Account, broken down by the selected operations. Monthly Operations Report Displays History Operations as a chart and a table over a fixed period broken into units of 1 month. The table supports drill down for Year, Owner Group and Owner Account, broken down by the selected operations. Yearly Operations Report Displays History Operations as a chart and a table over a fixed period broken into units of 1 year.. The table supports drill down for Year, Owner Group and Owner Account, broken down by the selected operations. Page 12 of 18

13 The reports that you have access to are limited to the enabled services on your installation of Sunrise ITSM Announcements Audits Change Management Contacts Controls Departments Documentation Event Management Expenses Feedback Incident Management Items Knowledge Locations Order Management Performance and Targets Problem Management Products Projects Release Management Risks Service Contracts Service Levels Service Management Skills Social Media Queue Suppliers Supplier Contracts Time Cards Training Work Orders In addition to generic reports, SLA reports are available in the incident Management, Problem Management and Change Management services. Page 13 of 18

14 Navigating the Reports This section details the major areas of the reports and how they can be used. The Report Viewer allows the user to choose to export the report in a variety of different formats. The Report Viewer Refresh Figure 7: Exporting a Report button allows the user to re-run the report and view updated report data. The Report Viewer report list shows the user each report they have been granted access to. The selected report currently being viewed in the main content area is highlighted. Each report button link has a mouseover effect to display the report definition. Figure 8: Navigating the Report List Most Sunrise ITSM Reports include filter controls. These values are controlled by the field list definition within the Sunrise ITSM database and can be tailored using standard functionality. Page 14 of 18

15 Figure 9: Drilling Down Using Source All Sunrise ITSM Reports provide easy data navigation using Year and Month controls. This allows viewers to quickly jump forward or backward in time to allow quick comparisons of information. Figure 10: Navigate in Time The main area of the screen displays the selected Sunrise ITSM Report. Information relating to the various sections of the report can be seen by mouse-over the various sections and icons of the displayed report. This provides the users with definitions of the field. Figure 11: Main Report Content Area Page 15 of 18

16 Customising the Report Viewer CSS it is possible to modify the Report Viewer colour and fonts, if required, using standard CSS. Navigate to the Site.css file in the Style directory in the location where the Sunrise ITSM Report Viewer was installed. You can edit this file with any CSS editor. In the example below it is being edited using Notepad++. This file contains classes for: SOSMenuTitleBox SOSMenuBackGroup SOSMenuButtonSelected SOSMenuButton Using standard CSS edit the Site.css classes accordingly. When complete save the file and refresh your browser to see the updated styles. Note: Always take a backup of the original Site.css file prior to making any changes, so that you can easily roll back should you make any major errors. Editing the Site.css will only affect the listing of the report selector on the left-hand side of the Report Viewer. The colours and fonts used within the reports themselves are held within the report definitions and must be changed using the SQL Server Business Intelligence Development Studio. Page 16 of 18

17 Launching the Sunrise ITSM Reports To link the newly created reports viewer to Sunrise ITSM it is necessary to provide a mechanism within the product that launches the report URL directly. Sunrise ITSM provides a number of methods to achieve this. The following section assumes that the reports are being integrated with the Sunrise ITSM HTML5 user interface and not the applet. Create a Simple Launch URL Interface Operation Administrators can create a new Global Operation that invokes a URL. This Operation will be available in all Sunrise ITSM Services. As this is not a Service-specific Operation it does not allow parameters to be passed within the URL. If there is a need to pass parameters within the URL, you are recommended to use Launch URL Interface Operation in the Services that use the parameters. Using Global Operations you can configure an operation that launches a new browser window to launch a fixed URL. So if the URL to the Sunrise ITSM reports is like NAME/ITSMReports/?UID=AC71F3D7-943B-43FF-AB02-EF73272D44D0 then you d just replace the URL in the example below. The following steps explain how a Global Launch URL Operation can be created: 1 On the Sunrise ITSM server locate the Config.xml file in..\tomcat 7.0\webapps\Sostenuto\WEB- INF\classes\settings\sunlight\config 2 Edit the Config.xml and locate the <global_operations> tag. 3 If there is no <global_operations> tag then create one so that the a new section below </services> looks as follows and then save the file: <global_operations> <operation id="1111" caption="reports" uniqueid="1111"> <parameters> <param name="url" value=" </parameters> </operation> </global_operations> 4 Using the Apache Manager reload the Sunrise ITSM instance and the new Global Operation will now be available within all Sunrise ITSM Services. All Global Operations are added to a menu automatically which without translation will be formed similarly to this: non.lfc.operations.menu 5 Navigate to..\tomcat 7.0\webapps\itsm\WEB-INF\classes\resources\sunlight and locate the screens_en properties file. 6 Edit this file and add the following line to an appropriate section of the document: non.lfc.operations.menu=Interface Operations Note: As this is a Global Operation for ALL Services you will need to add a similar entry for ALL Service IDs so that the phrase is translated accordingly. 7 Save the file and using Apache Manager reload the Sunrise ITSM instance. The menu has now been translated into the newly configured text and the configuration of the Service-specific Operation is complete. Note: for completeness the names of the operations should also be translated within the screens_en file but this is optional should the configuration not be needed in a multi-language environment. See the <global operations> tag in the Sunrise ITSM HTML5 Interface Configuration Guide for more information. Alternatively, if you only want the launch report operation to be available in a single Sunrise Page 17 of 18

18 ITSM Service, follow the instructions below. Create a Service-Specific Non-Lifecycle Operation Where an Operation to launch a URL is intended for a single service, you must create a new Sunrise ITSM Non-Lifecycle Operation that maps to an Interface Operation. The following steps explain how a Service Specific Operation can be created: 1 Login to Sunrise ITSM and navigate to System Management > Service > Interface Mappings. 2 Click Add Interface Mapping and use the following: Name: ITSM Reports Interface Type: URL Interface Interface Operation: Invoke URL Status: Enabled URL Query: Note: The URL Query should be the full URL to launch the Sunrise ITSM reports 3 Click the Add button to add the entry to the list of available entries and Submit the new Interface Mapping. 4 Navigate to System Management > Service > Operations 5 Click Add Operation and use the following: Name: View ITSM Reports Description: Operation to launch the Sunrise ITSM Performance Reports Type: Non-Lifecycle Maps to System Operation: Service specific Status: Enabled Interface Mapping: URL Interface & Sunrise ITSM Reports (from step 2a) 6 In the Sunrise ITSM HTML5 Configurator Utility, or within the SQL Server database, look up the Operation ID for the newly added Non-Lifecycle Operation. In the following example we ll use OperationID= to illustrate the concepts. 7 On the Sunrise ITSM instance server locate the Config.xml file in..\tomcat 7.0\webapps\Sostenuto\WEB-INF\classes\settings\sunlight\config 8 Edit the Config.xml and locate the Service that the Operation should be visible within. 9 Add the following line within the <operations> tags and save the file: <operation id=" " caption="itsm Reports"/> 10 Locate the Workflow.xml file. 11 Edit the Workflow.xml file and locate the Service that the Operation should be visible within. 12 Add the following within the <service> tags and save the file: <source screenname="menu" operation=" "> <entry show="itsmreports" /> </source> 13 Using the Apache Manager reload the Sunrise ITSM instance and the new Service-specific global Operation will now be available within the Service for which it was configured. All Non-Lifecycle Interface Operations are added to a menu automatically which without translation will be formed similarly to this: non.lfc.operations.menu 14 Navigate to..\tomcat 7.0\webapps\itsm\WEB-INF\classes\resources\sunlight and locate the screens_en properties file. 15 Edit this file and add the following line to an appropriate section of the document: non.lfc.operations.menu=Interface Operations 16 Save the file and using Apache Manager reload the Sunrise ITSM instance. The menu has now been translated into the newly configured text and the configuration of the Service-specific Operation is complete. Note: for completeness the names of the operations should also be translated within the screens_en file but this is optional should the configuration not be needed in a multi-language environment. Page 18 of 18