CA Cloud Service Delivery Platform Problem Manager Release 1.1
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CA Technologies Product References This documentation set references the following products that constitute the CA Cloud Service Delivery Platform. Foundation Products: CA Service Catalog CA Business Intelligence CA Embedded Entitlements Manager (CA EEM) CA Process Automation CA SiteMinder CA Service Desk Manager (CA SDM) Monitoring Service Products: CA Service Operations Insight CA Spectrum CA Nimsoft Monitor
Contents Chapter 1: Defining the Customer Report 7 Track and Manage Faults... 7 Analyze Service Problem... 8 Correct and Resolve Service Problem... 9 Report on Service Problem... 10 Track Service Problem... 11 Chapter 2: Manifest Data 11 Contents 5
Chapter 1: Defining the Customer Report As a service provider problem manager, you are responsible for defining the problems that are based on the customer report. The customer report is processed to establish the root cause and provide a solution. You maintain the information about known errors and workarounds. The web-based service portal allows you to request and manage services. Access the service portal with the URL and login credentials that your service provider administrator provides, and perform your tasks. Track and Manage Faults You track the faulty devices through the service portal to restore services within the agreeable time limit. You can view the reports on faults from the service portal. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Track and Manage Faults link in the Quick Start. The CA Spectrum OneClick console page opens. Note: Ensure that you install Java 6.43, to launch CA Spectrum OneClick console. 3. Click the Explorer tab on the Navigation pane. The Global Collection folder displays a list of folders. Chapter 1: Defining the Customer Report 7
Analyze Service Problem 4. Click the relevant folder. 5. Click the List tab on the right pane. The devices are listed with the condition of the resource. View the report of the selected resource. Use the information from the reports to track and manage the faults. Analyze Service Problem You can analyze and define problems that the customer reported to find the root cause and provide a solution. The analysis helps support representatives or other related service personnel to provide a resolution. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Analyze Service Problem link in the Quick Start. The CA Service Operations Insight Log In page opens. 3. Click the Risk tab and then click the chart. The report opens in a new window. Note: For more information about reports, click Help in the InfoView page. 8 Problem Manager
Correct and Resolve Service Problem Correct and Resolve Service Problem After the alert is created in the CA Service Operations Insight, the system creates a service desk incident. The support representatives provide a resolution to the service problem using the information about known issues and perform a root cause analysis of the incident. If the service problem is causes a major business impact, you consider it a high priority. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Correct / Resolve service problem link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Action drop-down list, select Launch Service Console. The Console page opens. You can now view the alerts from the services that are assigned to the selected customer and raise a service desk ticket. The support representative receives the service desk ticket and resolves the problem. Note: For more information about the console usage, click Help in the CA Service Operations Insight page. Chapter 1: Defining the Customer Report 9
. Report on Service Problem Report on Service Problem You get a consolidated status of service problems that the customers report. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Report on Service Problem link in the Quick Start. The CA Service Operations Insight page opens. 3. Click the Risk tab and then click the chart. The report opens in a new window. Note: For more information about reports, click Help in the InfoView page. 10 Problem Manager
Track Service Problem Track Service Problem You can track and manage resource faults that cause disruption to the services and communicate customers about the resolution, known errors, and workarounds. Follow these steps: 1. Log in to the service portal. Note: If the dashboard administration links are not visible do the following: a. Click the arrow on the top right of the form to view the dashboard administration links. b. Click Show Library. c. Expand CA Components - Template, Assurance Quick Start Library. d. Drag and drop the required role based Quick Start in the corresponding Dashboard. Example: If a Customer End User needs to view the dashboard, drag and drop the Customer End User Quick Start in the corresponding dashboard. Note: If you are the Service Provider Administrator, you can drag and drop all the quick starts that correspond to all the roles. 2. Click the Track and Manage Service Problems link in the Quick Start. The CA Service Operations Insight page opens. 3. Select the time period for which you want to track the performance. A detailed report opens and displays the performance of a resource. Use the information to track the performance of a resource. Coordinate with the Problem Manager to resolve the problems that affect the resource. Note: For more information about the resource performance, click Help in the CA Service Operations Insight page. Chapter 2: Manifest Data Chapter 2: Manifest Data 11
Track Service Problem The manifest data is an xml file which contains the version information of all the appliances that are used in the CA CSDP deployment. During deploying the CA CSDP solution, the manifest data is saved in the following location: C:\Program Files\CA\Service Catalog\view\webapps\usm The usm folder contains the following files: csdpmanifest.xml csdpmanifest.xsl Note: Update the csdpmanifest.xml file in oss-sc1 and oss-sc2 machines for every new release or patch. To access the manifest data, click the following link: https://oss-sso.oss.ca/usm/csdpmanifest.xml. 12 Problem Manager