EMC Smarts Report Manager

Transcription

1 EMC Smarts Report Manager 1.5 User s Guide P/N REV A01 EMC Corporation Corporate Headquarters: Hopkinton, MA

2 Copyright EMC Corporation. All rights reserved. EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice. THE INFORMATION IN THIS PUBLICATION IS PROVIDED "AS IS." EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com All other trademarks used herein are the property of their respective owners. ii

3 Contents Preface... v Chapter 1 Chapter 2 Chapter 3 Chapter 4 Introduction Overview Report Manager deployment components Report Manager work flow Reporting tools Setting Up the Reports Manager Deployment Prerequisites Summary of deployment tasks Setting up report tools functionality Importing the report tools Configuring the report tools Associating the report tools with user profiles Setting Up Crystal Reports XI Copying files to Business Objects XI Editing the script Executing the script Modifying Business Objects XI settings Modifying maximum number of data records setting Modifying batch size Modifying the Windows Internet Explorer timeout setting Modifying the Internet Information Service connection timeout setting Making Crystal Reports XI available (publishing) Publishing all Report Manager reports Publishing subreports Updating the report process information Viewing Reports Viewing reports Report file names and context iii

4 Contents Chapter 5 Appendix A Business Objects XI Reports Pre-defined reports Report descriptions Acknowledged Events All Active Inactive Events by Device Availability Summary Critical Business Users Critical Business Processes Critical Devices Open Events Operator Workload Post Mortem Recurring Events Service Assurance Manager Authentic Problems Unassigned Events Installation Notes for Business Objects XI Notes for an installation on Windows... A-2 Disabling the Windows data execution feature... A-2 Installing Business Objects XI on Windows... A-3 Notes for an installation on UNIX... A-4 Before You install... A-4 Installing Business Objects Enterprise on UNIX... A-5 If the service daemons do not start... A-6 Index... i-1 iv

5 Preface The EMC Smarts Report Manager (Report Manager) provides access to notification data and report templates for processing by Business Object Reports. Notification data is provided through a companion product, the EMC Smarts SQL Data Interface Adapter (SDI Adapter). Audience for this guide This document is intended for network administrators who need to produce operations and management reports using Report Manager. EMC Smarts SAM Adapters Suite and Report Manager installation directory In this document, the term BASEDIR represents the location where EMC Smarts software is installed. For UNIX, this location is: /opt/incharge<n>/<productsuite>. For Windows, this location is: C:\InCharge<n>\<productsuite>. The <n> represents the software platform version number. The <productsuite> represents the EMC Smarts product suite to which the product belongs. For example, on UNIX operating systems, the EMC Smarts SAM Adapters Suite and Report Manager is, by default, installed to /opt/incharge7/sam/smarts. Onon Windows operating systems, this product is, by default, installed to: C:\InCharge7\SAM.Adapters\smarts. This location is referred to as BASEDIR/smarts. Optionally, you can specify the root of BASEDIR to be something other than /opt/incharge7 (on UNIX) or C:\InCharge7 (on Windows), but you cannot change the <productsuite> location under the root directory. For more information about the directory structure of EMC Smarts software, refer to the EMC Smarts System Administration Guide. EMC Smarts SAM Adapters Suite and Report Manager products The SAM Adapters Suite and Report Manager offers the following products: EMC Smarts Adapter for BMC Patrol EMC Smarts Adapter for Concord ehealth EMC Smarts Adapter for HP-OVO/U EMC Smarts Adapter for InfoVista VF2 EMC Smarts Adapter for Microsoft Operations Manager 2005 EMC Smarts Adapter for Microsoft System Center Operations Manager 2007 v

6 Preface EMC Smarts Adapter for NetIQ AppManager EMC Smarts Adapter for Remedy ARS EMC Smarts SQL Data Interface Adapter EMC Smarts Adapter for SiteScope EMC Smarts Report Manager EMC Smarts SAM Adapters Suite and Report Manager documentation The following documents are relevant to the SAM Adapters Suite and Report Manager: EMC Smarts Adapter for BMC Patrol User s Guide EMC Smarts Adapter for Concord ehealth User s Guide EMC Smarts Adapter for HP-OVO/U User s Guide EMC Smarts Adapter for InfoVista VF2 User s Guide EMC Smarts Adapter for Microsoft Operations Manager User s Guide EMC Smarts Adapter for System Center Operations Manager 2007 User s Guide EMC Smarts Adapter for NetIQ AppManager User s Guide EMC Smarts Adapter for Remedy ARS User s Guide EMC Smarts SQL Data Interface Adapter User s Guide EMC Smarts Adapter for SiteScope User s Guide EMC Smarts Report Manager User s Guide EMC Smarts SAM Adapters Suite and Report Manager Installation Guide EMC Smarts Adapters Event-to-Notification Templates Tutorial EMC Smarts Service Assurance Management Suite The following documents are relevant to users of the EMC Smarts Service Assurance Management Suite: EMC Smarts Service Assurance Manager Introduction EMC Smarts Service Assurance Management Suite Deployment Guide EMC Smarts Service Assurance Management Suite Installation Guide EMC Smarts Service Assurance Manager Operator s Guide EMC Smarts Service Assurance Manager Configuration Guide EMC Smarts Service Assurance Manager Dashboard Configuration Guide EMC Smarts Business Impact Manager User s Guide EMC Smarts Report Manager User s Guide EMC Smarts Service Assurance Manager Failover System User s Guide EMC Smarts Service Assurance Manager Adapter Platform User s Guide EMC Smarts Service Assurance Manager Notification Adapters User s Guide EMC Smarts XML Adapter User s Guide Refer to the EMC Smarts Documentation Catalog for documentation resources provided with other EMC Smarts product suites. vi

7 Preface Related documentation In addition to this document, EMC Corporation provides a Help system for command line programs as well as product documentation. Help for command line programs Descriptions of command line programs are available as HTML pages. The index.html file, which provides an index to the various commands, is located in the BASEDIR/smarts/doc/html/usage directory. EMC Smarts documentation Readers of this guide may find the following related documentation helpful. It can be found in the BASEDIR/smarts/doc/pdf directory. Note: These documents are updated periodically. Electronic versions of the updated manuals are available on the Powerlink website: EMC Smarts Documentation Catalog EMC Smarts System Administration Guide EMC Smarts ICIM Reference EMC Smarts Common Information Model Infrastructure Models Chart EMC Smarts Common Information Model Application Business Models Chart EMC Smarts ASL Reference Guide EMC Smarts Perl Reference Guide Suggestions for searching PDF files You may search across multiple PDF files using the Adobe Acrobat Reader software. 1. If the documentation is not accessible to all users of the EMC Smarts product suite, copy the contents of the BASEDIR/smarts/doc/pdf directory to a central location, such as a shared drive on your LAN, that operators and others may view. 2. To search throughout the documentation library, open the Acrobat Reader software. 1. Choose Edit > Search, and enter a word or phrase. 2. In the Where would you like to search option, select All PDF Documents in and type the pathname of the location where the PDF documents reside. If you have more than one EMC Smarts product suite installed, you can set up cross-product document searches by copying files from the BASEDIR/smarts/doc/pdf directory for each product suite into this common documentation directory path. Conventions used in this guide EMC uses the following conventions for notes and cautions. Note: A note presents information that is important, but not hazard-related. vii

8 Preface! IMPORTANT An important notice contains information essential to the operation of the software.! CAUTION A caution contains information essential to avoid data loss or damage to the system or equipment. The caution may apply to hardware or software. Typographical conventions EMC uses the following conventions in this guide: Normal font Bold Italic In running text: Interface elements (for example, button names, dialog box names) outside of procedures Items that the user selects outside of procedures Java classes and interface names Names of resources, attributes, pools, Boolean expressions, buttons, DQL statements, keywords, clauses, environment variables, filenames, functions, menu names, utilities Pathnames, URLs, filenames, directory names, computer names, links, groups, service keys, file systems, environment variables (for example, command line and text), notifications In procedures: Names of dialog boxes, buttons, icons, menus, fields, and maps Selections from the user interface, including menu items, and field entries Key names Window names Code examples Commands User interface tabs Used for: Full publications titles referenced in text In procedures: Directory paths Filenames Scripts Important/unique words URLs Utilities Variables Courier Used for: System output User entry < > Angle brackets used to enclose parameter or variable values supplied by the user. [ ] Square brackets used to indicate optional values. Vertical bar used to indicate alternate selections. The bar means or. { } Braces used to indicate content that you must specify (that is, x or y or z).... Ellipses used to indicate nonessential information omitted from the example. viii

9 Preface % Used to indicate a C shell prompt. # Used to indicate a C shell superuser prompt. Used to indicate a command is wrapped over one or more lines. The command must be typed as one line. Pathname conventions Directory pathnames are shown with forward slashes (/). Users of the Windows operating systems should substitute back slashes (\) for forward slashes. Graphical conventions If there are figures illustrating consoles in this document, they represent the consoles as they appear in Windows. Under UNIX, the consoles appear with slight differences. For example, in views that display items in a tree hierarchy such as the Topology Browser, a plus sign displays for Windows and an open circle displays for UNIX. Smarts Manager Unless otherwise specified, the term Smarts Manager is used to refer to EMC Smarts programs such as Domain Managers, Global Managers, and adapters. Where to get help EMC support, product, and licensing information can be obtained as follows. Product information For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink website (registration required) at: Technical support For technical support, go to EMC Customer Service on Powerlink. To open a service request through Powerlink, you must have a valid support agreement. Please contact your EMC sales representative for details about obtaining a valid support agreement or to answer any questions about your account. Sales and customer service contacts For the list of EMC sales locations, please access the EMC home page at: ix

10 Preface x

11 1 Introduction This chapter provides a brief overview of the components and work flow of EMC Smarts Report Manager. It contains the following information: Overview Report Manager deployment components Report Manager work flow Reporting tools Introduction 1-1

12 Introduction Overview EMC Smarts Report Manager enables network administrators to produce and display or print network operations and management reports through Business Objects software. Report Manager is supplied with the following products: Business Object XI for Windows or UNIX The main product, which provides reporting functionality and a collection of pre-defined reports. Crystal Reports XI Professional Edition Allows you to create custom reports. Report Manager is deployed with the EMC Smarts SQL Data Interface Adapter (SDI Adapter), a third-party database installation (Oracle or Microsoft SQL), and an ODBC driver. Together, these products provide access to the source notification and report data. The EMC Smarts SQL Data Interface Adapter User s Guide provides detailed information. 1-2

13 Introduction Report Manager deployment components Table 1-1 lists the components of a Report Manager deployment, which includes both Smarts and third-party products. Table 1-1 Elements of a Report Manager deployment Component Description EMC Smarts Report Manager components Pre-defined Report Files Report templates (in Business Object XI report format) that can be used with Business Object XI. EMC Smarts SQL Data Interface Adapter components SDI Adapter Summary Adapter Summary Device Adapter Database Schema Receives notifications from a Global Manager and creates records in a database server based on the contents of the notifications. Selects notification records and device records, and inserts summary records in the EMC Smarts Schema. Collects device information from Service Assurance Manager, stores the information in the database, and periodically updates the device information. The stored information allows the Summary Adapter to include devices that have no associated notifications. The schema defines the tables, columns and fields of the database. This schema is specific to EMC Smarts Service Assurance Manager. Additional Smarts Products EMC Smarts Service Assurance Management Suite Global Manager EMC Smarts Service Assurance Management Suite Global Console EMC Smarts IP Availability Manager Source of the notifications that the SDI Adapter collects and stores in the database. Provides tools for access to reports through the Global Console. Provides access to reports. Provides topology information. Third-Party Products Business Object XI Crystal Reports XI ODBC (Open Database Connectivity) Driver A Business Objects application that supports the execution and display of pre-defined reports. (Supplied by EMC Corporation on a separate CD-ROM.) A Business Objects application that supports creation of custom reports. (Supplied by EMC Corporation on a separate CD-ROM.) Translates the general database requests from the SQL Data Interface to actions for specific databases. Report Manager deployment components 1-3

14 Introduction Table 1-1 Elements of a Report Manager deployment (continued) Component SQL Database HTTP Server Web Browser Description Stores the notification information that is transferred from the SQL Data Interface. Services requests for documents (Crystal Reports XI) by way of the HTTP protocol. Displays HTML applications and communicates with HTTP servers. 1-4

15 Introduction Report Manager work flow EMC Smarts applications, such as the IP Availability Manager, send topology and notifications to the Global Manager. The Global Manager sends notifications associated with a specified Notification List to the SDI Adapter. The SQL Data Interface Adapter uses the ODBC API to insert and update notification records in the customer-defined database server that uses a Smarts database schema specially designed for notifications. In addition, the Adapter pulls topological information from the repository of the Global Manager. Users at the EMC Smarts Global Console invoke Report Tools to launch Business Objects XI. This initiates a query to the Smarts database schema which, in turn, extracts notification information from the database, and produces reports. The reports are distributed by way of HTTP servers to end-user web browsers. Report Manager includes pre-defined report files (in Crystal format) that can be used to display or print a wide variety of operations and management reports. The reports are listed and described in Business Objects XI Reports on page 5-1. Figure 1-1 shows the Report Manager work flow. Report Manager work flow 1-5

16 Introduction Service Assurance Management Global Console Report Tools Request Crystal Report Web Browser HTTP Server SQL Database Reports Reports SQL Queries EMC Smarts Schema Report Manager Report Files Publish Crystal eportfolio Crystal Enterprise Notification records ODBC Driver SDI Adapter Topology information Notifications Service Assurance Management Global Manager Domain Managers such as IP Availability Manager Figure 1-1 EMC Smarts Report Manager work flow 1-6

17 Introduction Reporting tools Through the Global Console, Report Manager provides the following report functionality: Notification reports When a user right-clicks a notification, a report tools submenu displays allowing the user to select a report type Business Objects XI application When a user selects a Global Console option, Report Manager launches the Business Objects XI application for access to all available reports for the deployment Reporting tools 1-7

18 Introduction 1-8

19 2 Setting Up the Reports Manager Deployment This chapter describes set up for the Report Manager deployment. It contains the following information: Prerequisites Summary of deployment tasks Setting up report tools functionality Setting Up the Reports Manager Deployment 2-1

20 Setting Up the Reports Manager Deployment Prerequisites For a Report Manager deployment, the following third-party and EMC Smarts software should be installed: Required third-party software Business Objects XI for Microsoft Windows or UNIX, and Crystal Reports XI (these products are supplied by EMC Corporation on separate CD-ROMs) Database server (part of the Business Objects XI installation used to store information about the system and its users). The supported databases for Business Objects XI are Microsoft SQL, Oracle, DB2, and Sybase. Additional information about the database server on page 2-2 provides additional information. Note: On Windows, by default, the Business Objects XI setup program installs and configures its own Microsoft Data Engine (MSDE) database, if necessary. If you use the default MSDE database, you do not need to install your own database. Refer to the Business Objects XI supported platforms documentation. HTTP server (part of the Business Objects XI installation; used to make reports available through a web browser) Note: The Apache Tomcat software supplied with the EMC Smarts Business Dashboard and EMC Smarts Web Console does not support the Business Objects XI installation. For detailed requirements and installation information, see the Business Objects XI user documentation. Additional information about the database server The following are important recommendations for implementing the database server: Use this database for Business Objects XI only. It should not contain other tables. EMC Corporation recommends that you name the new database CEcms. Create a new user account named crystal, and assign that user account a secure password. Ensure that the new account has permission to create, modify, and delete tables so that Business Objects XI can modify the CEcms database as required. Ensure that your database server is set up to use Unicode character encoding (such as UTF-8). Required EMC Smarts software Report Manager. EMC Smarts SQL Data Interface Adapter. For installation information including detailed requirements, see the EMC Smarts SAM Adapters Suite and Report Manager Installation Guide. Note: The SDI Adapter installation requires additional software, including a database and ODBC driver. For installation information including detailed requirements, see the EMC Smarts SAM Adapters Suite and Report Manager Installation Guide. 2-2

21 Setting Up the Reports Manager Deployment Global Manager and Global Console. For information about installing these components of the EMC Smarts Service Assurance Management Suite, see the EMC Smarts Service Assurance Management Suite Installation Guide. Optionally, some reports use information from the EMC Smarts Business Impact Manager. For information, see the EMC Smarts Business Impact Manager User s Guide. Prerequisites 2-3

22 Setting Up the Reports Manager Deployment Summary of deployment tasks A Report Manager deployment depends on a close integration with the SDI Adapter, the Business Objects XI application, and the EMC Smarts Report Tools. Together, these applications support the flow of information between Report Manager and the data sources. To deploy the Report Manager, you must perform the following configuration tasks: Deploy the SDI Adapter and related third-party software, as described in the EMC Smarts SQL Data Interface Adapter User s Guide. Set up reporting functionality, as described in Setting up report tools functionality on page 2-5 Install and configure Business Objects XI as described in Setting Up Crystal Reports XI on page

23 Setting Up the Reports Manager Deployment Setting up report tools functionality Set up the Report Tools functionality of the Global Manager in order to enable display of reports in the Global Console. Setting up the Report Tools consists of several tasks: Importing the Report Tools from the Global Manager Configuring the Report Tools Associating the Report Tools with user profiles Importing the report tools Import the Report Tools from the Global Manager into Report Manager. To import the client Report Tools, use the sm_config utility. At the Global Manager BASEDIR/smarts/conf/bin, issue the following command: #./sm_config -s <Global Manager Name> import --force ics-reports-tools.xml Note: Indicates that the command must be typed as one line. See EMC Smarts Service Assurance Manager Configuration Guide for additional information about the sm_config utility. Configuring the report tools Access the report tools from the Global Console using either the Action Tools drop-down menu or the Reporting menu bar button, so you must configure each of these options. Configuring the action tools drop-down menu To configure the Report Tool that runs in the context of a notification or Topology Browser object, edit the reports-conf. cmd (Windows) or reports-conf.sh (for UNIX) file to reflect your environment. The file is located in the BASEDIR/smarts/actions/client/reports directory. To configure the report tools file, 1. At the Global Manager BASEDIR/smarts/bin, issue the following command: #./sm_edit actions/client/reports <filename> where <filename> is either reports-conf.cmd (for Windows) or reports-conf.sh (for UNIX). Setting up report tools functionality 2-5

24 Setting Up the Reports Manager Deployment 2. For each of the parameters listed in Table 2-1, type the correct value. Table 2-1 reports-conf File parameters Parameter BROWSER Crystal_Enterprise_Server Crystal_User Crystal_Password Reporting_Web_Server_Port Description The full path and executable of the HTTP browser. Default is C:\Program Files\Internet Explorer\ IExplore.exe The domain name of the web server serving Business Objects XI web content. The Business Objects user ID with access to EMC Smarts reports Default: Administrator The Business Objects password associated with the user ID Port number of the web server serving the Business Objects XI web content. 3. Save and close the file. Configuring the Global Console menu button To configure the top menu bar button (Reporting) that launches the Business Objects application, edit the Reporting.cmd (for Windows) or the Reporting.sh (for UNIX) tool script to reflect your environment. The scripts are located in the BASEDIR/smarts/actions/client directory. Note: You must repeat this process must for each client install area. To configure the menu button, 1. At the Global Manager BASEDIR/smarts/bin, issue the following command: #./sm_edit actions/client/ <filename> where <filename> is either Reporting.cmd (for Windows) or Reporting.sh (for UNIX). 2. For each of the parameters listed in Table 2-2, type the correct value. Table 2-2 Reporting.cmd file parameters Parameter <BROWSER_PATH> <REPORTING_URL> Description Replace with the full path to the executable for your web browser. For example, C:\Program Files\Internet Explorer\IEXPLORE.EXE Replace with the actual URL for the Business Objects XI application. The path to the default document for the Business Objects eportfolio is crystal/enterprise10/eportfolio/en/default.htm 3. Save and close the file. 2-6

25 Setting Up the Reports Manager Deployment Associating the report tools with user profiles User profiles are associated with anyone who attaches to the Global Manager with the Global Console. The profiles are defined in the Global Manager Administration Console. You assign and enable the Report Tools to a user profile through the Global Manager Administration Console. The EMC Smarts Service Assurance Manager Configuration Guide provides detailed information about setting up user profiles. Setting up report tools functionality 2-7

26 Setting Up the Reports Manager Deployment 2-8

27 3 Setting Up Crystal Reports XI This chapter how to set up and view the pre-defined reports for use with the Business Objects XI software, which is packaged with Report Manager. The chapter contains the following information: Copying files to Business Objects XI Modifying Business Objects XI settings Making Crystal Reports XI available (publishing) Setting Up Crystal Reports XI 3-1

28 Setting Up Crystal Reports XI Copying files to Business Objects XI Note: The report-link.jsp file must be copied to the smarts directory (for example, on Windows, C:\Program Files\Business Objects\ Tomcat\webapps\businessobjects\smarts). The.cmd files must be located in the SAM/smarts/actions/client directory. These files are used with Crystal Reports 10. For reports to be published, the report files must be saved in a location that Business Objects XI can access. Report Manager provides a script to manage copying the files: ic-sdi-reports-set.cmd (on Windows) and ic-sdi-reports-set.sh (on UNIX). The script is located in the BASEDIR/smarts/script directory of the Global Manager. Before you execute the script, edit it as described below to reflect your environment. Editing the script Note: This section is for Crystal Reports 10 users only. To edit the script, 1. At the Adapters BASEDIR/SAM.Adapters directory, issue the following command: #./sm_edit script <filename> where <filename> is either ic-sdi-reports-setup.cmd (for Windows) or ic-sdi-reports-set.sh (for UNIX). 2. For each of the parameters listed in Table 3-1, type the correct value. Table 3-1 Parameters for the Business Objects XI installation script Parameter Crystal_Installation_Home InCharge_Reports_Home SMHOME Required value Installation area of Business Objects XI Directory where your reports will reside. This location will be used as the Report Location when publishing reports using the publishing tool Installation area of EMC Smarts Report Manager 3. Save and close the file. 3-2

29 Setting Up Crystal Reports XI Executing the script Note: This section is for Crystal Reports 10 users only. After editing the script, execute it from the BASEDIR/smarts/script directory, as follows. On UNIX, at BASEDIR/smarts/script, enter the following command: #./ic-sdi-reports-setup.sh On Windows at BASEDIR/smarts/script, enter the following command: ic-sdi-reports-setup.cmd The script copies the required files to the web directories of Business Objects XI. Copying files to Business Objects XI 3-3

30 Setting Up Crystal Reports XI Modifying Business Objects XI settings The following Business Objects XI settings must be modified when using SDI Crystal Reports with large databases: Maximum number of data records Batch size Windows Internet Explorer timeout Internet Information Service connection timeout Modifying maximum number of data records setting The Crystal Reports default number of maximum number of data records is 20,000. This setting must be changed to unlimited for the: Crystal Reports Page Server Crystal Reports Cache Server Report Application Server Modifying Crystal Reports Page Server maximum number of data records setting To modify the Crystal Reports Page Server maximum number of data records settings: 1. Open the Central Configuration Manager. 2. Right-click the server and select Stop. 3. After the server stops, right-click the server and select Properties. 4. Add -maxdbresultrecords 0 to the end of the Command string. 5. Click OK. Modifying Crystal Reports Cache Server maximum number of data records setting To modify the Crystal Reports Cache Server maximum number of data records setting: 1. Open the Central Configuration Manager. 2. Right-click the server and select Stop. 3. After the server stops, right-click the server and select Properties. 4. Add -maxdbresultrecords 0 to the end of the Command string. 5. Click OK. Modifying Report Application Server maximum number of data records setting To modify the Report Application maximum number of data records setting: 1. Open the Central Configuration Manager. 2. Right-click the server and select Stop. 3. After the server stops, right-click the server and select Properties. 4. Click the Parameters tab and select Database as the option type. 5. In the Max num of Records field, select unlimited. 6. Click OK. 3-4

31 Setting Up Crystal Reports XI Modifying batch size To modify the Crystal Reports Page Server batch size setting: 1. Open the Central Configuration Manager. 2. Right-click the server and select Stop. 3. After the server stops, right-click the server and select Properties. 4. Enter 300 in the Number of records per batch field. 5. Click OK. Modifying the Windows Internet Explorer timeout setting Windows Internet Explorer times out after 60 minutes. To modify the Windows Internet Explorer timeout setting: 1. Follow the Microsoft directions and set the timeout setting to: 10,800,000 for 3 hours 14,400,000 for 4 hours Note: Microsoft directions are located at: 2. Open Internet Explorer and select Tools > Internet Options > Connections > LAN Settings > Select Automatically detect settings. Modifying the Internet Information Service connection timeout setting To modify the Internet Information Service connection timeout setting: 1. Click My Computer > Manage > Servers and Applications > Internet Information Service. 2. Access the Default Web Site Properties > Default WebSite. 3. Set the timeout setting to: 7200 for 2 hours for 4 hours Modifying Business Objects XI settings 3-5

32 Setting Up Crystal Reports XI Making Crystal Reports XI available (publishing) To make the Crystal Reports XI available, you publish them. Publishing is the process of adding Crystal Reports XI to the Business Objects XI environment and making them available to authorized users. The Report Manager product includes pre-defined reports (templates with no data) created using Crystal Report Designer. Publishing all Report Manager reports This is recommended for all standard installations. To publish all the Report Manager reports: 1. Create a directory labeled smarts in the following location: <Drive>:\Business Objects\Tomcat\webapps\businessobjects An example of the path for the smarts directory is C:\Business Objects\Tomcat\webapps\businessobjects\smarts. Note: If the default directory location was selected during the Business Objects installation, the Business Objects files will be located in the following path: <DRIVE>:\Program Files\Business Objects\Tomcat\webapps\businessobjects. 2. Copy the report-link.jsp file to the <Drive>:\Business Objects\Tomcat\webapps\businessobjects\smarts directory. Note: The report-link jsp file is located in the smarts\conf\sdi\crystal-apps\tools directory. 3. Create a directory to store the report files. For example, create a directory labeled InCharge Reports. 4. Copy the 22 report files stored in the InCharge7\SAM\smarts\conf\sdi\crystal-reports directory to the directory you created in Step Start the Business Objects Publishing Wizard by licking Start > Programs > Business Objects XI Release 2 > Business Objects Enterprise > Publishing Wizard. 3-6

33 Setting Up Crystal Reports XI The Welcome to the Publishing Wizard dialog box appears as illustrated in Figure 3-1. Figure 3-1 Welcome to the Publishing Wizard dialog box 6. Click Next. The Publishing Wizard Please Log On dialog box appears. Figure 3-2 Publishing Wizard Pleas Log On dialog box Making Crystal Reports XI available (publishing) 3-7

34 Setting Up Crystal Reports XI 7. Enter the following information: System name User Name Password Authentication 8. Click Next. The Publishing Wizard Select Files dialog box appears. Figure 3-3 Publishing Wizard Select Files dialog box 9. Click the Add Files button and select the following reports for your main InCharge Reports: Open Events Acknowledge Events Recurring Events Post Mortem Operator Workload Unassigned Events Service Assurance Manager Problems (InCharge Effectiveness.rpt) Critical Devices Availability Summary Critical Business Users Critical Business Processes 10. Click Next. 3-8

35 Setting Up Crystal Reports XI The Publishing Wizard Specify Location dialog box appears. Figure 3-4 Publishing Wizard Specify Location dialog box 11. Select the folder used to store your published reports, and click Next. Note: To create a new folder, click the folder located to the right of the tree. Making Crystal Reports XI available (publishing) 3-9

36 Setting Up Crystal Reports XI The Publishing Wizard Confirm Location dialog box appears. Figure 3-5 Publishing Wizard Confirm Location dialog box 12. Click Next to confirm the location of your published reports. The Publishing Wizard Specify Categories dialog box appears. Figure 3-6 Publishing Wizard Specify Categories dialog box 3-10

37 Setting Up Crystal Reports XI 13. Select the desired categories, and click Next. The Publishing Wizard Specify Schedule dialog box appears. Figure 3-7 Publishing Wizard Specify Schedule dialog box 14. Specify the report generation schedule, and click Next. Note: The schedule can be modified later. Making Crystal Reports XI available (publishing) 3-11

38 Setting Up Crystal Reports XI The Publishing Wizard Specify Repository Refresh dialog box appears. Figure 3-8 Publishing Wizard Specify Repository Refresh dialog box 15. Click Disable All to specify the repository refresh, and then click Next. 3-12

39 Setting Up Crystal Reports XI The Publishing Wizard Specify Keep Saved Data dialog box appears. Figure 3-9 Publishing Wizard Specify Keep Saved Data dialog box 16. Click Disable All to specify that you do not want to keep saved data, and then click Next. Making Crystal Reports XI available (publishing) 3-13

40 Setting Up Crystal Reports XI The Publishing Wizard Change Default Values dialog box appears. Figure 3-10 Publishing Wizard Change Default Values dialog box 17. Click the Publish without modifying properties option, and then click Next to publish the reports.. Note: You must modify these properties at a later time to obtain the correct database name. 3-14

41 Setting Up Crystal Reports XI After the wizard has finished publishing the reports, the following dialog box appears. Figure 3-11 Publishing Wizard dialog box 18. Click Finish. Publishing subreports The following subreports can be published using the Business Objects Enterprise Publishing Wizard: Event Summary Event Details Open Events Owner Open Events Element Open Events CE All Active InActive Events on Device Availability Summary by Class Critical Business Users by Class Business Snapshot Business Availability Summary Closed Event Business To publish subreports, follow the steps outlined in Publishing all Report Manager reports on page 3-6. Note: It may be necessary to change the directory location when publishing subreports. Making Crystal Reports XI available (publishing) 3-15

42 Setting Up Crystal Reports XI Updating the report process information Note: The database and parameters report process information must be updated for all reports. To update the report process information: 1. Click Start > Programs > Business Objects XI Release 2 > Business Objects Enterprise Java Administration Launchpad. 2. Select Launch the Central Management Console. 3. Logon to the console. 4. Select Folders > <folder containing the reports>. 5. Click the Objects tab. A list of reports appears. 6. Click the first report and click the Process tab. 7. Click Database. The following screen appears: Figure 3-12 Acknowledged Events Process tab Database 8. Update the following: Click the Use custom database logon information specified here option. Click the Select a database driver option. Select the appropriate Database driver. Enter the name of the database in the Server field if you selected Oracle as the database drive. If you selected ODBC as the database driver, enter the Data Source Name (DSN). 3-16

43 Setting Up Crystal Reports XI Enter the database name, user name, and password Select a custom database prefix. Click the Use same database logon as when report is run option 9. Click Update. 10. Click Parameters (located at the top of the screen). The following screen appears. 11. For each parameter, click the [EMPTY] value and enter information, for: Enterprise host enter localhost. lastndays enter the number of days the report is based upon. Click the Prompt the user for new value(s) when viewing option to be prompted for these values when previewing the report. 12. Click Update. 13. Click the Schedule tab. 14. Select the appropriate schedule option and complete the requested information. 15. Click Update. Note: Configuring schedule parameters is not required. Once you have completed updating the report process information, you can continue to use the Central Management Console to generate reports or you can use InfoView. To access InfoView: Click Start > Programs > Business Objects XI Release 2 > Business Objects Enterprise > Business Objects Enterprise Java InfoView. Making Crystal Reports XI available (publishing) 3-17

44 Setting Up Crystal Reports XI 3-18

45 4 Viewing Reports This chapter describes how to view reports from the Global Console, and lists the available reports and the contexts from which you can request them. The chapter contains the following information: Viewing reports Report file names and context Viewing Reports 4-1

46 Viewing Reports Viewing reports You can view a single report in the context of a notification or topology object, or you can view all available reports. Note: Report Manager Report Tools must be assigned to a user profile and enabled through the Global Manager Administration Console. See the EMC Smarts Service Assurance Manager Operator s Guide for information about user profiles. To view reports: 1. In a Notification List or Topology Browser, highlight and right-click a notification or topology object. 2. Select Client Tools > Report Manager. A list of available reports appears. 3. Select the report you want to view. 4-2

47 Viewing Reports Report file names and context Table 4-1 summarizes the Report Manager report names, Crystal Report XI file names, and the context of the reports that you can access from the Global Console. For detailed descriptions of these reports, see Report descriptions on page 5-3. Table 4-1 Tool names, Crystal Reports, context requirements Report Crystal Report XI file name Context Acknowledged Events Report acknowledged_events.rpt N/A All Active Inactive Events by Device Report all_active_inactive_events_on_eleme nt.rpt By class, instance Availability Report availability_summary.rpt N/A Availability by Class Report availability_summary_c.rpt By topological device class Business Snapshot Report business_snapshot.rpt By subscriber subclasses or business processes Critical Business Processes Report critical_business_processes.rpt By business process Critical Business Users Report critical_business_users.rpt N/A Critical Business Users by Class Report critical_business_users_c.rpt By subscriber subclasses Critical Devices Report critical_devices.rpt N/A Event Summary Report event_summary.rpt By class, instance, event InCharge Effectiveness Report incharge_effectiveness.rpt N/A Open Events Report open_events.rpt N/A Open Events by Class Event Report open_events_by_ce.rpt By class, event Open Events by Element Report open_events_by_element.rpt By element Open Events by Owner Report open_events_by_owner.rpt By owner Operator Workload Report operator_overload.rpt N/A Post Mortem Report post_mortem.rpt N/A Recurring Events Report recurring_events.rpt N/A Unassigned Events Report unassigned_events.rpt N/A Report file names and context 4-3

48 Viewing Reports 4-4

49 5 Business Objects XI Reports This chapter describes the reports that are included with Report Manager. It contains the following information: Pre-defined reports Report descriptions Note: If you prefer to create your own reports, you can do so using Crystal Report Designer. Business Objects XI Reports 5-1

50 Business Objects XI Reports Pre-defined reports The following are the pre-defined reports that are supplied with Report Manager. The reports are in Crystal Reports format and can be used with Business Objects XI, or they can serve as templates for reports in another report application Note: Some reports use information from the EMC Smarts Business Impact Manager. For information, see the EMC Smarts Business Impact Manager User s Guide. Acknowledged Events All Active Inactive Events by Device Availability Summary Critical Business Users (requires Business Impact Manager) Business Snapshot (requires Business Impact Manager) Critical Business Processes (requires Business Impact Manager) Critical Devices Open Events Operator Workload Post Mortem Recurring Events Service Assurance Manager Authentic Problems Unassigned Events Sub-reports can be accessed from the primary reports by selecting the sub-report title from the primary report (or from the report that is above the sub-report in the report hierarchy). Note: When necessary, additional access rights to the reports can be set up through the Business Objects XI Management Console. 5-2

51 Business Objects XI Reports Report descriptions The following sections describe the pre-defined reports, show the hierarchy of the reports and their associated sub-reports (where applicable), and provide examples of some of the reports. Acknowledged Events The Acknowledged Events Report allows managers to track the number of events that receive proper attention by operators. This historical report can be run frequently (daily or weekly) to help understand the effectiveness of operators. This report lists open, acknowledged, root-cause notifications associated with all classes of devices. The report highlights open events that have the longest duration, with a graph of the top five notifications by duration and an ordering of notifications by descending duration. From this report, you can access several levels of sub-reports. Figure 5-1 illustrates the sub-reports that are associated with the Acknowledged Events Report. Acknowledged Events Event Summary Event Details Figure 5-1 Acknowledged Events Report and sub-reports Figure 5-2 and Figure 5-3 show examples of the Acknowledged Events Report. These reports highlight the length of time the acknowledged events have been open. Report descriptions 5-3

52 Business Objects XI Reports Figure 5-2 Acknowledged Events Report (graph) Figure 5-3 Acknowledged Events Report (table sample) As shown in Figure 5-1, you can access an Event Summary Report from the Acknowledged Events Report. The Event Summary Report lists all occurrences of a given event that has occurred in the last 30 days (or the time interval specified when the report was published). For each event occurrence, it summarizes the history of the event over time: notification, ownership, acknowledgment and resolution. Figure 5-4 and Figure 5-5 show examples of the Event Summary Report. 5-4

53 Business Objects XI Reports Figure 5-4 Event Summary Report (graph) Figure 5-5 Event Summary Report (table sample) As also noted in Figure 5-1, you can access an Event Details Report from the Event Summary Report. This report lists all of the notification attributes associated with an event occurrence. Report descriptions 5-5

54 Business Objects XI Reports Figure 5-6 and Figure 5-7 show examples of the Event Details Report. Figure 5-6 Event Details Report (Page 1) Figure 5-7 Event Details Report (Page 2) 5-6

55 Business Objects XI Reports All Active Inactive Events by Device The All Events by Device Report is an interesting report to run on a regular basis (daily, weekly or monthly). It provides an historical list of any events, cleared or still active, that occurred on an element. The All Active Inactive Events by Device Report provides a good indication of an element s health. You may, for example, notice that an element gets reoccurring events, or you may notice notification activity that occurs on a specific device or application in the network. The report runs against all EMC Smarts classes. The report lists all active and inactive events by owner, and indicates whether an event is ACTIVE or INACTIVE. The report is ordered by descending duration. Figure 5-8 shows an example of the All Active Inactive Events by Device Report. Figure 5-8 All Active Inactive Events by Device Report Availability Summary The Availability Summary Report assesses how well infrastructure and business entities have met service level agreements. The report can be run on a monthly basis so that managers can quickly determine priorities. This report runs against all EMC Smarts classes. This report summarizes the availability of devices (with and without problems) for the last 30 days (or the time interval specified when the report was published). The reports excludes time intervals that any elements are set to in-maintenance. The report can be run for a specific class. The report includes percentage availability and maximum outage by system within a 24-hour period, and is ordered by increasing availability. A graph highlights the bottom five elements by availability. Report descriptions 5-7

56 Business Objects XI Reports From this report, you can access several levels of sub-reports. Figure 5-9 illustrates the sub-reports that are associated with the Availability Summary Report. Availability Summary Open Events By Element Event Summary Event Detail Figure 5-9 Availability Summary Report and sub-reports Figure 5-10, Figure 5-11, and Figure 5-12 show examples of the Availability Summary Report. The Last Summary Date indicates the last date for which summary data was available. Data from that time through the Generated Date are not included in the report calculations. In other words, the currency of the data is dependent upon the frequency at which the Summary Adapter runs. Reports are most reliable when the Summary Adapter is run on a daily basis. Figure 5-10 Availability Summary Report (beginning) 5-8

57 Business Objects XI Reports Figure 5-11 Availability Summary Report (table sample) Figure 5-12 Availability Summary Report (graph) Critical Business Users The Critical Business Users Report provides historical information about the health of your business. The report presents the average availability and outage hours for each of your Customers, Business Units, Departments, Lines Of Business, Organizations, and Service Subscribers. The report can be executed from the Report Tool, Critical Business Processes Report, to include only a specific business class. The report, which highlights business users who experience the most network outages, includes percentage availability and maximum outage by customer, and is ordered by increasing availability. A graph highlights the bottom five customers by availability. Report descriptions 5-9

58 Business Objects XI Reports From this report, you can access several levels of sub-reports. Figure 5-13 illustrates the sub-reports that are associated with the Critical Business Users Report. Critical Business Users Business Snapshot Event Summary Business Availability For Business User Closed Events By Summary Event Details Event Summary Event Details Figure 5-13 Critical Business Users and sub-reports Figure 5-13 through Figure 5-16 show examples of the Critical Business Users Report. Figure 5-14 Critical Business Users Report (beginning) 5-10

59 Business Objects XI Reports Figure 5-15 Critical Business Users Report (table sample) Figure 5-16 Critical Business Users Report (graph) As shown in Figure 5-13, you can access a Business Snapshot Report from the Critical Business Users Report. The report lists open events that have occurred during the reporting period, and summarizes availability of the infrastructure that supports a given customer. The report links to business availability and recently closed events. Figure 5-17 shows an example of the Business Snapshot Report. Report descriptions 5-11

60 Business Objects XI Reports Figure 5-17 Business Snapshot Report Figure 5-18, and Figure 5-19 show example of the Business Availability Report that is linked to the Business Snapshot. Figure 5-18 Business Availability Report (beginning) 5-12

61 Business Objects XI Reports Figure 5-19 Business Availability Report (graph) Critical Business Processes The Critical Business Processes Report provides historical information specific to your business processes. It is essential for IT managers and upper management. At a glance, you can view the availability and outage hours of critical processes in your organization, as well as drill down to the details of an event. The report can be run on a regular basis (weekly or monthly). This report runs against the EMC Smarts Business Process class. This report summarizes the availability of business processes for the last 30 days (or the time interval specified when the report was published). Business processes with the lowest availability are highlighted. From this report, you can access several levels of sub-reports. Figure 5-20 illustrates the sub-reports that are associated with the Critical Business Processes Report. Report descriptions 5-13

62 Business Objects XI Reports Critical Business Process Business Process Snapshot Event Summary Business Availability For Business Process Closed Events By Summary Event Details Event Summary Event Details Figure 5-20 Critical Business Processes Report and sub-reports Figure 5-21, Figure 5-22, and Figure 5-23 show examples of the Critical Business Processes Report. Figure 5-21 Critical Business Processes Report (beginning) Figure 5-22 Critical Business Processes Report (table sample) 5-14

63 Business Objects XI Reports Figure 5-23 Critical Business Processes Report (graph) Critical Devices The Critical Devices Report provides you with a list of elements that are or were a root-cause problem in your network. The report can be run on a regular basis to pinpoint the elements with frequent root-cause problems. It can help you assess the devices or applications that are impacting your business. The report runs against all EMC Smarts classes. This report lists devices with root-cause events. The report, which shows the longest total outage for devices over time, includes notification count, total notification duration in hours, and total impact for devices with root-cause events. A graph highlights the top five devices by total notification duration. From this report, you can access several levels of sub-reports. Figure 5-24 illustrates the sub-reports that are associated with the Critical Devices Report. Critical Devices Open Events By Element Event Summary Event Details Figure 5-24 Critical Devices Report and sub-reports Report descriptions 5-15

64 Business Objects XI Reports Figure 5-24, Figure 5-25, and Figure 5-26 show examples of the Critical Devices Report. The report includes notifications that are currently active, or that have been active in the last 7 days, and have a duration greater than 15 minutes. Figure 5-25 Critical Devices Report (graph) 5-16

65 Business Objects XI Reports Figure 5-26 Critical Devices Report (table sample) Open Events The Open Events Report is an interesting report to run on a regular basis (daily, weekly or monthly). It provides an historical list of outstanding open events that need to be resolved. Open events are a good indication of your network health and network configuration. The report may include a long list of minor open events that are simply due to mis-configuration, or are due to known problems that should be fixed. The report runs against all EMC Smarts classes. The information provided in the Open Events Report is similar to the information provided in the Global Console. However, the Open Events Report allows access to historical information for a particular notification through the Event Summary link. The report includes attributes for active events, and is ordered by descending duration. A graph highlights the top five notifications by duration. From this report, you can access several levels of sub-reports that link to the history of the events. Figure 5-27 illustrates the sub-reports that are associated with the Open Events Report. Report descriptions 5-17

66 Business Objects XI Reports Open Events Event Summary Event Details Figure 5-27 Open Events Report and sub-reports Figure 5-27, Figure 5-28, and Figure 5-29 show examples of the Open Events Report. Figure 5-28 Open Events Report (graph) 5-18

67 Business Objects XI Reports Figure 5-29 Open Events Report (table sample) Operator Workload This report lists the workload of operators through their ownership of active notifications and their impact. The report, which shows the operators with the most number of open events assigned to them, includes category, event count, device count, and total active impact of a set of notifications by owner. A graph highlights the top five operators by the number of active notifications that they own. The report runs against all EMC Smarts classes. From this report, you can access several levels of sub-reports. Figure 5-30 illustrates the sub-reports associated with the Operator Workload Report. Report descriptions 5-19

68 Business Objects XI Reports Operator Workload Open Events By Owner Event Summary Event Details Figure 5-30 Operator Workload Report and sub-reports Figure 5-30, Figure 5-31, and Figure 5-32 show examples of the Operator Workload Report. Figure 5-31 Operator Workload Report (graph) 5-20

69 Business Objects XI Reports Figure 5-32 Operator Workload Report (table sample) Post Mortem The Post Mortem Report helps you to understand the performance of your network, and helps you to determine if your operators successfully resolve problems. The report should be run on a regular basis (monthly). If the report shows multiple events with very long durations, it is an indication that your network is not performing well and/or that problems do not receive proper attention. The report runs against all EMC Smarts classes. This report includes notification attributes for events (with a duration greater than 15 minutes) that have cleared during the last 30 days (or the time interval specified when the report was published). The report is ordered by descending duration. A graph highlights the top five notifications by duration. From this report, you can access several levels of sub-reports that link to the history of the events. Figure 5-33 illustrates the sub-reports that are associated with the Post Mortem Report. Post Mortem Event Summary Event Detail Figure 5-33 Post Mortem Report and sub-reports Figure 5-33, Figure 5-34, and Figure 5-35 show examples of the Post Mortem Report. Report descriptions 5-21

70 Business Objects XI Reports Figure 5-34 Post Mortem Report (graph) Figure 5-35 Post Mortem Report (table sample) 5-22

71 Business Objects XI Reports Recurring Events The Recurring Events Report helps operators identify problems that keep repeatedly occur in the network. It can help to pinpoint whether problems are from defective hardware or from a congested network. The report should be run on a daily and weekly basis. The report runs against all EMC Smarts classes. This report lists event types, and identifies those with the most occurrences and/or greatest total impact for the last 30 days (or the time interval specified when the report was published). The report, which shows the events that have affected the most devices over time, includes event count, device count, total impact, and total active impact for Class/Event pairs. A graph highlights the top five Class/Event pairs by number of affected elements. From this report, you can access several levels of sub-reports. Figure 5-36 illustrates the sub-reports that are associated with the Recurring Events Report. Recurring Events Open Events By Class::Event Event Summary Event Detail Figure 5-36 Recurring Events Report and sub-reports Figure 5-36, Figure 5-37, and Figure 5-38 show examples of the Recurring Events Report. Report descriptions 5-23

72 Business Objects XI Reports Figure 5-37 Recurring Events Report (graph) Figure 5-38 Recurring Events Report (table sample) 5-24

73 Business Objects XI Reports Service Assurance Manager Authentic Problems The Service Assurance Manager Authentic Problems Report provides you with statistics about the number of root-cause problem the EMC Smarts products have identified. The report runs against all EMC Smarts classes. This report summarizes the percentage of authentic (root-cause) problems detected for the last 30 days (or the time interval specified when the report was published). The report lists root-cause count, symptom count, and total notification count by day for the last 30 days, and is ordered by descending dates. A graph plots the root-cause count for the reporting interval. There are no sub-reports associated with the Authentic Problems Report. Figure 5-39 and Figure 5-40 show examples of the Authentic Problems Report. Figure 5-39 Service Assurance Manager Authentic Problems Report (graph) Report descriptions 5-25

74 Business Objects XI Reports Figure 5-40 Service Assurance Manager Authentic Problems Report (table sample) Unassigned Events It is essential for managers to run the Unassigned Events Report on a daily basis so that they can assess unresolved problems, and assign personnel to troubleshoot those problems. The report runs against all EMC Smarts classes. This report lists active events that have no owner. The report includes notification attributes for active events with no associated owner. A graph highlights the top five notifications by duration. From this report, you can access several levels of sub-reports that link to the history of the events. Figure 5-41 illustrates the sub-reports that are associated with the Unassigned Events Report. Unassigned Events Event Summary Event Detail Figure 5-41 Unassigned Events Report and sub-reports 5-26

75 Business Objects XI Reports Figure 5-41, Figure 5-42, and Figure 5-43 show examples of the Unassigned Events Report. Figure 5-42 Unassigned Events Report (graph) Figure 5-43 Unassigned Events Report (table sample) Report descriptions 5-27

76 Business Objects XI Reports 5-28

77 A Installation Notes for Business Objects XI This appendix provides notes and procedures for installing Business Objects XI on Windows and UNIX. For complete instructions, follow the Business Objects XI Installation Guide, which is available on the Business Objects XI CD. Ensure that your deployment meets all of the prerequisites outlined in the EMC Smarts SAM Adapters Suite and Report Manager Installation Guide. This appendix includes the following information: Notes for an installation on Windows...A-2 Notes for an installation on UNIX...A-4 Installation Notes for Business Objects XI A-1

78 Installation Notes for Business Objects XI Notes for an installation on Windows The following points are important for installing Business Objects XI on Windows. You need administrator privileges for the installation. Ensure that a web server is installed before beginning the Business Objects XI installation. EMC Corporation recommends that you perform the default full installation in which the Business Objects XI setup program installs and configures its own Microsoft Data Engine (MSDE) database. Before installing, disable the Windows Data Execution feature, as described in Disabling the Windows data execution feature on page A-2. Disabling the Windows data execution feature Before installing Business Objects XI on a Windows Server 2003 SP1 host, you must disable the Data Execution Prevention (DEP) feature, an anti-virus program. To disable DEP: 1. On the Windows desktop, right-click >My Computer>Properties>Advanced>Performance->Data Execution Protection. 2. In the Performance Options dialog box, select all of the programs and then select Turn on DEP for all programs and services except those I select, as shown in Figure A-1 Note: These files are in the directory: \Program Files\Crystal Decisions\Enterprise 10\win32_x86. Figure A-1 Sample Windows Performance Options dialog box. 3. Click OK. A-2