CA Business Intelligence For CAServDeskMgr ENU

CA TECHNOLOGIES GREEN BOOKS
CA Business Intelligence
for CA Service Desk
Manager
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INTELLIGENCE AND CA SERVICE DESK MANAGER
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TITLE AND PUBLICATION DATE:

CA Business Intelligence for CA Service Desk Manager Green Book
Publication Date: August 12, 2011
ACKNOWLEDGEMENTS
Principal Authors
The following individuals are the principal authors for this guide:
Yobany Amaya
Amy Chenard
Paul Coccimiglio
Richard Lankester
Anders Magnusson
Ashfaquddin Mohammed
Raghu Rudraraju
Vinod Subburaj
Christophe Trinquet
The principal authors and CA Technologies would like to thank the following contributors:
Tunji Abiri
Patrick Maloney
David Messineo
Christopher Milazzo
Roya Montazeri
Richard Oubre
Lao Scotto Tan
Anita Taucher
Steven Troy
Paul Vidal
Shawn Walsh
CA Services
Development
Engineering Services
Marketing
QA
Support
Technical Sales
Technical Information
Third-Party Acknowledgments
Microsoft product shots reprinted with permission from Microsoft Corporation. Microsoft and
Windows are registered trademarks of Microsoft Corporation in the United States and other
countries.
BusinessObjects and the BusinessObjects logo, BusinessObjects, Crystal Reports, Crystal
Decisions, Web Intelligence, Xcelsius, and other BusinessObjects products and services
mentioned herein as well as their respective logos are trademarks or registered trademarks of
BusinessObjects Software Ltd. BusinessObjects is an SAP company.
Forward, Inc. Legal Notice
Forward, Inc. is a fictitious company name which is used strictly for instructional purposes only
and is not meant to reference an existing company.
CA TECHNOLOGIES PRODUCT REFERENCES

This document references the following CA Technologies products:
CA Service Desk Manager
FEEDBACK
Please email us at greenbooks@ca.com to share your feedback on this publication. Please
include the title of this publication in the subject of your email response. For technical assistance
with a CA Technologies product, please contact CA Support at http://ca.com/support. For
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at http://www.casupport.jp.
Contents
Chapter 1: Overview
13
Introduction ................................................................................................................................................ 13
About this Guide ......................................................................................................................................... 14
Integration Planning .................................................................................................................................... 14
Chapter 2: The BusinessObjects Enterprise Architecture
17
Overview ..................................................................................................................................................... 17
Client Tools.................................................................................................................................................. 17
Job Roles and Client Tools ........................................................................................................................... 20
CA Business Intelligence Servers ................................................................................................................. 22
How BusinessObjects Enterprise Processes Information ............................................................................ 28
Logging in to BusinessObjects Enterprise ................................................................................................ 28
Viewing a Crystal Report On Demand ..................................................................................................... 30
Viewing a Web Intelligence Document On Demand ............................................................................... 32
Setting a Schedule for Crystal Reports .................................................................................................... 34
CA Business Intelligence and CA Service Desk Manager Communication ................................................... 35
Querying CA Service Desk Manager with BusinessObjects Enterprise .................................................... 36
CA Service Desk Manager and BusinessObjects Enterprise Authentication Integration Details ................. 37
Chapter 3: Installing CA Business Intelligence
39
How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation
with One Server) ......................................................................................................................................... 39
CA Business Intelligence Hardware Requirements .................................................................................. 39
The Central Management Server (CMS) Database .................................................................................. 40
Install CA Business Intelligence (SQL Server) ........................................................................................... 44
Configure CA Business Intelligence ......................................................................................................... 50
Integrate CA Business Intelligence and CA Service Desk Manager .......................................................... 55
Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment
63
Overview ..................................................................................................................................................... 63
How CA Service Desk Manager Integrates with CA Business Intelligence ................................................... 63
Complex Reporting Scenario ....................................................................................................................... 64
Required Server Configurations .............................................................................................................. 65
How to Implement a Complex Reporting Infrastructure............................................................................. 66
Step 1 - Create the File Shares for CA Business Intelligence ................................................................... 67
Step 2 - Install the First Server in the Intelligence Tier of CA Business Intelligence ................................ 68
Step 3 - Install the CA Business Intelligence Web Application Tier Servers ............................................. 80
Step 4 - Install the Second Server in the Intelligence Tier of CA Business Intelligence ........................... 87
Step 5 - Install the CA Business Intelligence Processing Tier Servers ...................................................... 96
Step 6 - Configure the Input and Output File Repository Servers ......................................................... 102
Step 7 - Configure the CA Business Intelligence Tiers (Enable and Disable the Server Components) ... 105
Step 8 - Configure CA Business Intelligence .......................................................................................... 107
Summary ................................................................................................................................................... 108
CA Business Intelligence for CA Service Desk Manager 7
Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy
111
Multi-Tenancy ............................................................................................................................................111
Implement Tenant Restrictions in CA Service Desk Manager ....................................................................111
Configure CA Business Intelligence for Multi-Tenancy ..............................................................................113
Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication)..........................................116
Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database
119
Overview ....................................................................................................................................................119
Configuration Planning ..............................................................................................................................120
Configuration Considerations ....................................................................................................................121
How to Configure CA Business Intelligence with a Replicated Reporting Database ..................................122
Install and Configure the Production Instance of CA Service Desk Manager .........................................123
Install a Reporting Database Server .......................................................................................................123
How to Install and Configure the Reporting Instance of CA Service Desk Manager ..............................123
Configure and Publish the Replication Snapshot of the Production Database ......................................129
Configure the Reporting Database to Subscribe to the Published Replication Data..............................146
Install and Configure CA Business Intelligence ......................................................................................156
Configure Reporting on the Production Instance of CA Service Desk Manager .....................................157
Considerations ...........................................................................................................................................157
Web Screen Painter ...............................................................................................................................157
Sharing the CA MDB with Other CA Technologies Solutions..................................................................164
Archiving ................................................................................................................................................165
Chapter 7: Upgrading
167
Overview ....................................................................................................................................................167
How to Upgrade to BusinessObjects XI Release 3.1 ..................................................................................167
Upgrade the BusinessObjects Installation .............................................................................................168
Configure the CA Business Intelligence Installation ...............................................................................173
Verify that CA Service Desk Manager Works Correctly ..........................................................................175
Verify that CA Business Intelligence Release 3 Works Correctly ............................................................175
Review the Installation Log Files ............................................................................................................178
Chapter 8: Managing Authentication and Security
179
CA Business Intelligence Security ..............................................................................................................179

Authentication Methods ........................................................................................................................179
Rights .....................................................................................................................................................196
Chapter 9: Auditing
199
Overview ....................................................................................................................................................199
Audit the Central Management Server ..................................................................................................199
Audit the Job Servers .............................................................................................................................201
Chapter 10: CA Business Intelligence Universe and Designer
205
Designer and Universe Fundamentals .......................................................................................................205

Work with the CA Service Desk Manager Universe Using the Designer ....................................................206
Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business
Intelligence ................................................................................................................................................209
Create New Web Intelligence Reports Using a Derived Universe ..............................................................217
8 Contents
CA Service Desk Manager Universe Security ............................................................................................. 220

Add a User to the CA Universe Developer Group .................................................................................. 221
Restrict Access to Universe Objects ...................................................................................................... 221
Designer Tips ......................................................................................................................................... 227
Chapter 11: Managing CA Service Desk Manager Reports Using InfoView
229
Overview ................................................................................................................................................... 229

Log In to InfoView ..................................................................................................................................... 230
Make the Authentication Drop-Down List Appear .................................................................................... 232
Make a Specific Type of Object Appear..................................................................................................... 233
View a Report ............................................................................................................................................ 234
Schedule a Report ..................................................................................................................................... 236
Add an Object ........................................................................................................................................... 238
Configure an Email Notification ................................................................................................................ 240
How to Customize InfoView ...................................................................................................................... 243
Customize InfoView Using Personal Preferences .................................................................................. 243
Customize InfoView Using My InfoView................................................................................................ 244
Customize InfoView Using the Central Management Console .............................................................. 245
Default Reports ......................................................................................................................................... 247
Aggregate Reports ................................................................................................................................. 249
Asset Reports ........................................................................................................................................ 249
Change Order Reports ........................................................................................................................... 250
CA CMDB Reports .................................................................................................................................. 254
Incident and Problem Management Reports ........................................................................................ 254
Issue Reports ......................................................................................................................................... 255
Key Performance Indicator Reports ...................................................................................................... 258
Knowledge Management Reports ......................................................................................................... 259
Managed Service Provider (MSP) Reports............................................................................................. 264
Operational Dashboard Reports ............................................................................................................ 266
Request Reports .................................................................................................................................... 268
Support Automation Reports ................................................................................................................ 272
Survey Reports ...................................................................................................................................... 272
Chapter 12: Managing Web Intelligence Reports
275
Overview ................................................................................................................................................... 275

Customize Web Intelligence Settings ........................................................................................................ 275
CA Service Desk Manager Universe Mapping with CA MDB Data ............................................................. 279
Create a Web Intelligence Document ....................................................................................................... 279
How to Work with the Web Intelligence Rich Client ................................................................................. 282
Install the Web Intelligence Rich Client ................................................................................................. 282
Web Intelligence Rich Client Working Modes ....................................................................................... 284
Create a Basic Report Using the Web Intelligence Rich Client (Connected Mode) ............................... 285
Edit a Report Using the Web Intelligence Rich Client (Offline Mode) ................................................... 290
Add a Report to the CA Service Desk Manager Reports Tab ................................................................. 291
How to Create Service View Reports ........................................................................................................ 293
Create a Derived Universe ..................................................................................................................... 293
Create Attribute Aliases ........................................................................................................................ 293
Add Service Objects to the CA Service Desk Manager Universe ........................................................... 295
Export the Universe ...............................................................................................................................298

Example: Service Reports to Generate Metrics .....................................................................................299
Modifying Reports .....................................................................................................................................306
Report Filtering and Prompting .............................................................................................................306
Data Tracking .........................................................................................................................................312
Variables ................................................................................................................................................314
Sections ..................................................................................................................................................316
Report Structure ....................................................................................................................................318
Caption and Formulas ............................................................................................................................319
Calculations ............................................................................................................................................320
Alerters and Conditional Display ............................................................................................................322
Ranking ..................................................................................................................................................325
Formatting the Report ...........................................................................................................................326
Report Templates ..................................................................................................................................327
Create Several Reports for One Query ...................................................................................................328
Use the Report in InfoView ........................................................................................................................335
View the Report in InfoView ......................................................................................................................336
Service Outage Report ...............................................................................................................................337
Downtime Calculation............................................................................................................................339
Chapter 13: Creating Reports for Crystal Reports 2008
341
Overview ....................................................................................................................................................341
The Crystal Reports Editor .........................................................................................................................341
How to Create a Report .............................................................................................................................342
The Data Direct ODBC Driver .....................................................................................................................343
Install the Data Direct ODBC Driver ...........................................................................................................344
Create a Crystal Report Using the Data Direct ODBC Driver ......................................................................349
Create a Crystal Report Using the CA Service Desk Manager Universe .....................................................357
Chapter 14: Administering Tomcat
365
Change the Tomcat Port ............................................................................................................................365

Upgrade the Tomcat Release Number.......................................................................................................367
Chapter 15: Troubleshooting
373
Web Intelligence Reports and Date Ranges ...............................................................................................373

The PdmToday Function ............................................................................................................................374
Test a Filter Using the pdm_isql Command ...........................................................................................375
Add a Filter to the Universe ...................................................................................................................377
Create a Report with the Filter ..............................................................................................................379
PDM Functions...........................................................................................................................................381
Appendix A: Mapping CA Service Desk Manager Fields
385
Overview ....................................................................................................................................................385
How to Map CA Service Desk Manager Fields ...........................................................................................385
Step 1 - Decide What CA Service Desk Manager Fields to Analyze ........................................................386
Step 2 - Map the Fields to their Attribute Names ..................................................................................386
Step 3 - Map the Fields to their Object ..................................................................................................388
Step 4 - Look up Valid Values in the SREL Table .....................................................................................389
10 Contents
Step 5 - Use the Collected Information ................................................................................................. 390
Index
391
Chapter 1: Overview
Introduction
Business Intelligence is an iterative user-centric process that includes accessing, exploring, and
analyzing information, developing insights, and gaining an in-depth understanding. This process
leads to improved and informed decision making.
An effective Business Intelligence architecture helps provide the following benefits:
Increase sales
Deepen customer relationships
Build better products
Provide better services
Streamline operations
Reduce costs
Improved management processes
Improved operational processes
CA Technologies has selected the SAP BusinessObjects XI technology as a common reporting

component for CA Technologies solutions. CA Business Intelligence provides performance and
information management, reporting, and query analysis tools.
Note: CA Business Intelligence includes a license to create reports that are based on data from
specific CA Technologies solutions.
CA Service Desk Manager includes a limited entitlement to CA Business Intelligence. This
entitlement is restricted for use within the context of CA Service Desk Manager. Specifically, CA
Service Desk Manager reports that are created using CA Business Intelligence can access and
incorporate data created by, derived from, or used by CA Service Desk Manager or third-party
data sources. This process is true, as long as the data facilitates, or augments data that the
customer uses in CA Service Desk Manager.
About this Guide
About this Guide

This Green Book provides the information to better leverage the available CA Business
Intelligence functionality in CA Service Desk Manager Release 12.5 and 12.6 environments. This
guide is intended for anyone who needs more granular information about how to architect and
exploit their integrated CA Service Desk Manager and CA Business Intelligence infrastructure.
The content in this Green Book applies to CA Business Intelligence Release 3.2, 3.1, and 3.0. At a
minimum, CA Business Intelligence Release 3.0 is required for CA Service Desk Manager Release
12.5. The content in this guide assumes that your CA Service Desk Manager release is Release
12.5 or 12.6.
Use the information in this guide with the CA Service Desk Manager documentation that is
available on the CA Support website at http://ca.com/support to assist you with the architecture,
installation, configuration, and the creation of reports and dashboards in CA Business
Intelligence.
Note: The references in this Green Book to CA Business Intelligence represent the CA
Technologies-bundled versions of SAP BusinessObjects XI. CA Business Intelligence Release 3.x is
based on SAP BusinessObjects XI 3.1.
Integration Planning
To help you plan for a successful CA Business Intelligence and CA Service Desk Manager
integration, use the following information to research and gather information.
Research - Complete the following steps:
Documentation. Read the documentation for CA Service Desk Manager (specifically, the
Release Notes, Implementation Guide, and Administration Guide) and the CA Business
Intelligence Implementation Guide. You can find this documentation on the CA Service
Desk Manager section of the CA Support website at http://ca.com/docs. This
documentation helps you understand the architecture, installation, configuration, and
creation of reports and dashboards in CA Business Intelligence.
14 Chapter 1: Overview
Logical Data Model. Become familiar with the logical data model (previously named
Entity Relationship Diagram) for CA Service Desk Manager and CA Business Intelligence.
For each CA Service Desk Manager object, the data model presents an object mapping
between the object attributes in CA Service Desk Manager and the associated CA
Business Intelligence Universe label names, and the data type for each CA Service Desk
Manager attribute.
You can find a copy of the logical data model at the following locations:
$NX_ROOT\samples\data\CA SDM12.5 Logical Data Model.pdf. $NX_ROOT

represents the installation path of CA Service Desk Manager.
The CA Service Desk Manager Technical Document Index on the CA Support website
at http://ca.com/support. On the CA Service Desk Manager Technical Document
Index, search for TEC480060 (CA Service Desk Manager Release 12) and TEC394113
(CA Service Desk Manager Release 11.x).
Note: The SAP Help Portal (http://help.sap.com) contains documentation and additional
resources that are related to many SAP solutions, including the Universe Designer and
Web Intelligence reports. Click the SAP BusinessObjects tab and click All Products on the
left. You can access solution portfolio knowledge center options and find the
appropriate product and solution documentation.
Considerations - Consider the following information:
CA Business Intelligence License. The version of CA Business Intelligence that is

delivered with CA Technologies solutions includes a license to create reports based on
data from select products. For more information, contact your CA Technologies Account
representative.
Integrated Environment with Multiple CA Technologies Solutions. Most CA

Technologies products can exist within a single implementation of CA Business
Intelligence. We recommend that you read the Release Notes for each product and
verify that the version of CA Business Intelligence each product uses is supported.
Note: Review the considerations and best practices for CA Business Intelligence on the
CA Support website at http://ca.com/support. After you log in to the CA Support
website, search for CA BI Best Practices. In the search results, click the link named CA BI
- Best Practices.
Name Conflicts. Avoid potential name conflicts with Universes, user names, and groups
by making them truly common or unique.
SQL Server - CA Business Intelligence requires a database to maintain CA Business

Intelligence related application data. By default, CA Business Intelligence uses MySQL as the
default database during the installation. However, we recommend that you configure the CA
Business Intelligence installation to use another database such as Microsoft SQL Server.
Note: For more information about how to configure CA Business Intelligence for a
different database, log in to CA Support at http://ca.com/support and search for
TEC520339. In the search results, click the document named CA Business Intelligence 3.1
installation and configuration for Service Desk R12.5.
Virtual Computer Implementation - You can implement CA Business Intelligence on

individual virtual computers on an ESX/ESXi environment. For more information about a
virtual computer implementation, log in to the SAP Community Network at
http://www.sdn.sap.com/irj/boc/index and search for BusinessObjects Support Statement
For VMware Virtualized Environments Support Policy.
Backup and Restore - CA Business Intelligence has specific backup and restore procedures
that you must follow. For more information about the backup and restore procedures for CA
Business Intelligence, navigate to the SAP Community Network at
http://www.sdn.sap.com/irj/boc/index and search for BusinessObjects Enterprise XI 3.1
Backup and Recovery Best Practices.
Environment Sizing - CA Business Intelligence has environment sizing guidelines that SAP
provides. For more information about the environment sizing guidelines for CA Business
Intelligence, navigate to the SAP Community Network at
http://www.sdn.sap.com/irj/boc/index and search for Enterprise XI R2 Sizing
Recommendations Guide.
CA Business Intelligence Reports - Many of the CA Business Intelligence reports are

designed for use with SAP Crystal Reports and BusinessObjects XI. Currently, 184 of the 211
default CA Service Desk Manager reports are compatible with Crystal Reports. The remaining
reports are divided into 16 Web Intelligence and 11 Dashboard reports. A separate license
for SAP Crystal Reports Developer Edition is required to modify any of the Crystal Reports
provided by CA Technologies. Using the BusinessObjects Web Intelligence component that is
provided with CA Business Intelligence allows you to create new reports without this
additional license.
16 Chapter 1: Overview
Chapter 2: The BusinessObjects

Enterprise Architecture
Overview
The following components are included in a complete deployment of BusinessObjects Enterprise
with CA Service Desk Manager:
Client tools
BusinessObjects Enterprise services
DataDirect ODBC connection
This chapter discusses the individual roles of the BusinessObjects Enterprise components and
how they interact with each other and with the data sources.
Client Tools
The client tools are rich client applications that provide users with access to BusinessObjects
Enterprise Server functions. The client tools are only available for Windows-based operating
systems. However, the tools can connect to servers running on other operating systems. CA
Business Intelligence includes the following client tools:
Business View Manager

The Business View Manager is a thick-client application that administrators or data
managers can use to build a single way to access data from separate data sources. You can
use this tool to create reports and integrate data from separate sources. You can bring
together data from multiple data collection platforms across application boundaries. As a
result, the differences in data resolution, coverage, and structure between collection
methods are eliminated. For more information about this tool, see the BusinessObjects
Enterprise Administrator's Guide.
Client Tools
BusinessObjects Enterprise Central Management Console (CMC)

The CMC is a web-based application that provides a single interface to perform daily
administrative tasks, including user management, content management, and server
management.
BusinessObjects Enterprise Java InfoView

BusinessObjects Enterprise Java InfoView is a web-based application that end users can use
to view, schedule, and manage published reports.
Central Configuration Manager (CCM)

The CCM is a thick-client application that administrators can use to control, manage, and
troubleshoot the Service Intelligence Agent. Most server management tasks are now
handled through the CMC, not in the CCM. In previous versions of BusinessObjects
Enterprise, the CCM was the primary tool for server management. The CCM is now used only
for troubleshooting and node configuration.
Data Source Migration Wizard

The Data Source Migration Wizard is a thick-client application that administrator or data
managers can use to migrate reports that are based on Crystal queries, dictionaries, and
InfoViews to a BusinessObjects Enterprise deployment.
Designer (also known as the Universe Designer)

The Designer is a thick-client application that an administrator can use to create and manage
universes and their connections.
Desktop Intelligence
While an unregistered version of Desktop Intelligence is provided with the CA Business
Intelligence installation, it is not supported for use with CA Service Desk Manager.
Diagnostic Tool (also known as the Deployment Diagnostic Tool)

The Diagnostic Tool is a thick client application that administrators can use to rest the key
components of a BusinessObjects Enterprise environment.
Import Wizard
The Import Wizard is a thick-client application that administrator can use to import users,
groups, objects, or folder content from other Crystal or BusinessObjects Enterprise
deployments.
18 Chapter 2: The BusinessObjects Enterprise Architecture
Client Tools
Publishing Wizard
The Publishing Wizard is a thick-client application that administrators or data managers can
use to add files to the CA Business Intelligence repository as a batch process. As a result, any
CA Business Intelligence supported file (Crystal Reports, Microsoft Word documents, PDF
files) can be placed into the InfoView interface for access by end users.
Query as a Web Service

Query as a Web Service is a thick-client application that administrators or data managers
(with Administrative access) can use to create queries and publish them as web services. You
create a query as a SQL statement that is built on a BusinessObjects Universe. You publish
the query as a web service to a host server that manages web services. The query is then
available to any application that uses web services. Users can access data that the query
returns from within the application, allowing information to be securely delivered to any
application that can consume web services.
Query Builder
The Query Builder is a web-based application that administrators can use to query the CA
Business Intelligence metadata in the CMS database.
Report Conversion Tool

The Report Conversion Tool is a thick-client application that administrators and report
designers can use to convert their Desktop Intelligence Reports in Web Intelligence format.
This application is delivered with the CA Business Intelligence installation. However, CA
Service Desk Manager does not support the Desktop Intelligence component. Therefore, this
application has limited use.
Software Inventory Tool

The Software Inventory Tool is a thick-client application that administrators can use to
create and maintain an inventory of all changes made to BusinessObjects software using
Business Objects installations. The administrator can use this tool to view the changes.
Translation Manager
The Translation Manager is a thick-client application providing a framework for report
designers to support multilingual reports. A designer can create one report for a multilingual
audience instead of creating a report for each language. Using the Translation Manager, you
translate the Universe and report metadata. The translations are saved in the Universe and
report documents, and display in the language of the reader at query and reporting time.
Note: For information about how to create custom or derived Universes, see the CA Service
Desk Manager Implementation Guide.
Job Roles and Client Tools
Universe Builder
The Universe Builder is a thick-client application that administrators and data managers can
use to create Universes from XML metadata sources and Oracle Analytic Services.
Web Intelligence
Web Intelligence is a web-based application that provides business users with an interactive
and flexible interface to build reports and analyze the data in the organization.
Web Intelligence Rich Client

Web Intelligence Rich Client is a thick client application that report designers can use to
create Web Intelligence Reports and publish the reports to the BusinessObjects
environment.
Crystal Reports Designer (purchased separately from SAP) is an additional client tool that is not
included with CA Business Intelligence, but is often used to create and modify Crystal Reports.
Database experts and application developers can use Crystal Reports Designer to create and
integrate complex reports for users to view in InfoView.
Note: You can use InfoView to view Crystal Reports natively. However, the Crystal Reports
Designer component is required to modify or create Crystal Reports.

As noted in the previous section, BusinessObjects Enterprise includes and interacts with many
BusinessObjects client tools. Based on your role, various client tools may be used. The following
is a list of each potential job role accompanied by a list of client tools. Depending on your role,
the following tools help you meet your needs.
Business Users
InfoView
Web Intelligence
Administrators
Central Management Console
InfoView
Designer
Diagnostic Tool
Import Wizard
Publishing Wizard
Query Builder
Software Inventory Tool
Universe Builder
Report Designers
InfoView
Publishing Wizard
Translation Manager
Web Intelligence
Crystal Reports Designer
Data Manager
InfoView
Designer
Publishing Wizard
Universe Builder
CA Business Intelligence Servers

A CA Business Intelligence server is an operating system level process that hosts one or more CA
Business Intelligence services. Some examples include the Central Management Server (CMS)
and Adaptive Processing Server. You can implement a BusinessObjects Enterprise installation in
many ways. The primary decision to make when determining the correct configuration for your
implementation is the location to install the CA Business Intelligence server components. Several
CA Business Intelligence server components are typically installed together because they deliver
the same category of service. The category of service may include services that are required on a
web server or a repository server.
The following information provides a list of the available CA Business Intelligence servers, and
the associated services that each CA Business Intelligence server hosts. In the situation where the
name of the service is not descriptive enough, additional information is provided about the
function of the service.
Adaptive Job Server

The Adaptive Job Server is a specialized job server that hosts and acts as a container for
other BusinessObjects Enterprise services, including the following services:
Replication Service
Web Intelligence Scheduling and Publishing Services
Destination Configuration Service
Adaptive Processing Server

The Adaptive Processing Server is a generic server that hosts BusinessObjects Enterprise
services that are responsible for processing requests. The hosted services include the
following services:
Business Process BI Service. Receives report requests from the web application and
coordinates activities that are necessary to return the processed report in response.
Client Auditing Proxy Service. Collects auditing information from Rich Desktop and Web
Intelligence Clients.
Publishing Post Processing Service. Performs post processing of a publication job,

including PDF merging.
Publishing Service. Coordinates object publication.
Search Service. Processes search requests and executes search indexing.
Central Management Server

The Central Management Server is responsible for managing and controlling all of the
operating environment services, and hosts the following services:
Central Management Service
Single Sign-on Service
Connection Server
The Connection Server is responsible for handling connection and interaction with data
sources. This server hosts the following service:
Connection Service. Provides a database connection to other BusinessObjects servers.
Crystal Reports Cache Server

The Crystal Reports Cache Server intercepts report requests that are sent from clients to the
page server. If the request cannot be fulfilled from the cache, the request is passed to the
page server. The page server executes the report and returns the results. The cache server
caches the report for future use and sends the report to the viewer. This server hosts the
following service:
Crystal Reports Cache Service. Creates and maintains a cache of recently viewed reports.
Crystal Reports Job Server

The Crystal Reports Job Server processes, at the request of the CMS, scheduled actions
involving Crystal Reports. Actions include processing reports or sending objects or report
instances to specified destinations.
Crystal Reports Processing Server

The Crystal Reports Processing Server works closely with the Crystal Reports Cache Server to
respond to page requests made by the Cache server. This server processes reports and
generates the EPF formatted pages. This server hosts the following service:
Crystal Reports Processing Service
Dashboard Analytics Server

The Dashboard Builder uses the Dashboard Analytics Server to create and manage
dashboard analytic content. This server hosts the following service:
Dashboard Analytics Service
Dashboard Server
The Dashboard Builder uses the Dashboard Server to create and manage dashboards. This
server hosts the following service:
Dashboard Service
Desktop Intelligence Cache Server

CA Service Desk Manager does not need the Desktop Intelligence Cache Server.
Desktop Intelligence Job Server

CA Service Desk Manager does not need the Desktop Intelligence Job Server.
Desktop Intelligence Processing Server

CA Service Desk Manager does not need the Desktop Intelligence Processing Server.
Destination Job Server

The Destination Job Server processes scheduled actions at the request of the CMS. Actions
include processing reports or sending objects or report instances to specified destinations.
Event Server
The Event Server monitors the system for file-based events that can act as a trigger to
execute a report. The Event Server notifies the CMS to help ensure that all configured jobs
are initiated as appropriate in response to the event. This server hosts the following service:
Event Service. Monitors file-based events.
Input File Repository Server

The Input File Repository Server stores report and program objects that have been published
to the system. This server hosts the following service:
Input Filestore Service
List of Values Job Server

The List of Values Job Server acts as a specialized container to manage distinct data values
that are associated with an object in BusinessObjects Enterprise.
Output File Repository Server

The Output File Repository Server stores all of the report instances that the system
generates. This server hosts the following service:
Output Filestore Service
PM Metrics Server
The Dashboard and Analytics Server use the PM Metrics Server to populate the metrics that
are created using the Metric Engine. This server hosts the following service:
PM Metric Aggregation Service
PM Repository Server
The Dashboard and Analytics Server use the PM Repository Server to read and store
performance information from the Dashboard and Analytics repository. This server hosts the
following service:
PM Repository Management Service
PM Rules Server
The Dashboard and Analytics Server use the PM Rules Server to create rules and alerts. The
rules and alerts can be used to automate the actions in response to specific events. This
PM Rules Service
Predictive Analysis Server

The Predictive Analysis Server performs data mining to provide insight through dashboards.
This server hosts the following service:
Predictive Analysis Service
Process Analysis Server

The Process Analysis Server monitors server activity. This server hosts the following service:
Process Analysis Service
Program Job Server

The Program Job Server runs executable objects on a preconfigured schedule. This server
hosts the following services:
Web Intelligence Scheduling and Publishing Service
Replication Service
Publication Job Server

The Publication Job Server processes requests from the CMC and InfoView and sends the
appropriate response to the specified destination. This server hosts the following services:
Web Intelligence Scheduling and Publishing Service
Replication Service
Report Application Server

The Report Application Server provides on demand reporting capabilities that allow you to
create and modify Crystal reports. You can also use this server to resolve the Dynamic
Recipient Lists at report runtime or during the design phase when working with publications.
Sets Profile Server

The Sets Profile Server manages the Performance Management profile information. This
Sets Profile Service
Sets Query Server

The Sets Query Server executes the Performance Management set queries. This server hosts
the following service:
Sets Query Service
Web Intelligence Processing Server

The Web Intelligence Processing Server is a specialized server that takes the Web
Intelligence report and coordinates with other servers to run the report and return the
results. This server hosts the following services:
Single Sign-On Service
Web Intelligence Processing Service
Web Application Container Server

CA Service Desk Manager does not need the Web Application Container Server because the
CMC is hosted on Apache Tomcat.
The following sample block diagram includes the complete list of all BusinessObjects client and
server components. This sample diagram is provided to help you understand how the various
components work together. Not all components in this diagram are delivered with CA Business
Intelligence.
How BusinessObjects Enterprise Processes Information

When tasks are performed in the BusinessObjects Enterprise system, information flows through
the system and the various components and servers communicate with each other. The following
scenarios are provided to help you understand how the communication works:
1.
Logging in to BusinessObjects Enterprise (see page 28)
2.
Viewing a Crystal Report On Demand (see page 30)
3.
Viewing a Web Intelligence Document On Demand (see page 32)
4.
Setting a Schedule for Crystal Reports (see page 34)
Logging in to BusinessObjects Enterprise

In this scenario, you trace the activity in the system to accomplish the login process, as illustrated
in the following example:
The following process describes how to log in to BusinessObjects Enterprise:

1.
Step 1 - The request originates from a web client (for example, InfoView) as is passed using
the Web Server to the Web Application Server.
2.
Step 2 - The Web Application Server processes the login request where it determines that
the request is a login request. Based on the authentication type, the Web Application Server
sends the appropriate credentials to the CMS for authentication.
3.
Step 3 - The CMS validates the credentials using the appropriate authentication method and
confirms the access permissions for the user in the CMS System database. After successful
validation, the CMS creates a session for the user in its own memory.
4.
Step 4 - The CMS then sends a response to the Web Application Server indicating that the
validation was successful. The Web Application Server generates a login token for the user
session in its memory. For the rest of the session, the Web Application Server uses the login
token to validate the user.
5.
Step 5 - At this point, the Web Application Server generates the response to return to the
client, which is sent using the Web Server rendered in the Web Client.
Viewing a Crystal Report On Demand

In this scenario, you trace the activity in the system to view a Crystal Report on demand, as
illustrated in the following example:
The following process describes how to view a Crystal Report on demand:

1.
Step 1 - The Web Client (for example, InfoView) sends the view on demand report request
using the Web Server to the Web Application Server.
2.
Step 2 - The Web Application Server accepts the values that are sent in the report request.
The Web Application Server determines that the request is to view the selected Crystal
Report object. The Web Application Server sends a request to the CMS to verify that the user
has the correct permissions to view the object.
3.
Step 3 - The CMS verifies the user permissions in the CMS System database.
4.
Step 4 - The CMS sends a response to the Web Application Server to confirm that the user
has sufficient permissions to view the object.
5.
Step 5 - The Web Application Server then sends a request to the Crystal Reports Cache
Server requesting the report object.
6.
Step 6 - The Crystal Reports Cache Server verifies if the report page already exists. Unless the
report meets the requirements for On Demand report sharing (within a set time of another
On Demand request, same rights, database login, parameters), the Crystal Reports Cache
Server sends a request to the Crystal Reports Page Server to generate a new instance of the
page. By default, the set time is zero. For example, if the same report was recently requested
by a user with the same access rights, login details, and parameters, the report generated by
this request is returned.
7.
Step 7 - The Crystal Reports Page Server requests the report object from the Input File
Repository Server. The Input File Repository Server sends a copy of the object back to the
Crystal Reports Page Server. The Crystal Reports Page Server opens the report in memory
and verifies if it contains data.
8.
Step 8 - If the report object does not contain data, the Crystal Reports Page Server connects
to the database to collect the report data. The database returns the data to the Crystal
Reports Page Server. The Crystal Reports Page Server processes the report and holds the
report in temporary files until it reaches a 60 minute idle time. After the idle time is reached,
the temporary files are deleted from memory.
9.
Step 9 - The Crystal Reports Page Server sends the report file to the Crystal Reports Cache
Server.
10. Step 10 - The Crystal Reports Cache Server stores a copy of the report file in its cache
directory. The Crystal Reports Cache Server sends the report file to the Web Application
Server.
11. Step 11 - The Web Application Server then forwards the report file to the Web Server, which
sends it to the users computer where it is rendered in the Web Client.
Viewing a Web Intelligence Document On Demand

In this scenario, you trace the activity in the system to view a Web Intelligence Document on
demand, as illustrated in the following example:
The following process describes how to view a Web Intelligence Document on demand:
1.
Step 1 - The Web Client sends the request to view a Web Intelligence Report through the
Web server to the Web Application Server.
2.
Step 2 - The Web Application Server interprets the request and determines that the request
is to view a Web Intelligence document. The Web Application Server sends a request to the
CMS to verify that the user has the correct permissions to view the object.
3.
Step 3 - The CMS checks the system database to verify the user permissions.
4.
Step 4 - The CMS sends a response to the Web Application Server to confirm that the user
has sufficient permissions to view the object.
5.
Step 5 - The Web Application Server sends a request to the Web Intelligence Report Server
requesting the report.
6.
Step 6 - The Web Intelligence Report Server requests the report and Universe file from the
Input File Repository Server. The Input File Repository Server sends a copy of the report to
the Web Intelligence Report Server. The Web Intelligence Report Engine opens the report in
memory and verifies if the Refresh on open property of the Web Intelligence document is
set. If is property is set to yes, it generates the SQL query that the report is based on. If the
property is not set, the report will use the latest available copy of the report.
7.
Step 7 - The Connection Server connects to the database to execute the SQL query. The
query data is returned through the Report Engine where the report is processed.
8.
Step 8 - The Web Intelligence Report Server sends the report page to the Web Application
Server.
9.
Step 9 - The Web Application Server sends the report page to the Web Server, which then
forwards the completed report to be rendered to the user's Web Client.
Setting a Schedule for Crystal Reports

In this scenario, you trace the activity in the system to set a schedule for Crystal Reports, as
illustrated in the following example:
Note: Setting a schedule for a Web Intelligence Report works in a similar fashion.
The following process describes how to set a schedule for Crystal Reports:
1.
Step 1 - The Web Client submits a schedule request using the Web Server to the Web
Application Server.
2.
Step 2 - The Web Application Server interprets the request and determines that it is a
schedule request. The Web Application Server then sends the following data to the CMS:
Database login values
Destination
CA Business Intelligence and CA Service Desk Manager Communication
3.
Format
Parameter values
Schedule time
Step 3 - The CMS verifies that the user has the necessary permissions to schedule the object.
If the user has sufficient permissions, the CMS adds a new record to the CMS system
database. The CMS also adds the instance to its list of pending schedules.
CA Business Intelligence and CA Service Desk Manager

Communication
CA Business Intelligence reports against the CA Service Desk Manager Universe using the Data
Direct ODBC driver to retrieve data from the CA MDB for CA Service Desk Manager. All requests
must be routed through the Data Direct ODBC which communicates with the CA Service Desk
Manager Web Engine.
The CA Service Desk Manager Web Engine component manages the ODBC connections. When
you execute a CA Business Intelligence report or click the Reports tab in CA Service Desk
Manager, an ODBC session is created.
All requests must be routed through the Data Direct ODBC which communicates with the CA
Service Desk Manager Web Engine. For more information about Data Direct ODBC setup and
configuration, see Configure the CMS ODBC (see page 43).
CA Business Intelligence and CA Service Desk Manager Communication
Querying CA Service Desk Manager with BusinessObjects Enterprise

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

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

Note: This flow is the same, even for viewing reports in the Reports tab of CA Service Desk
Manager.
a.
In the CA Service Desk Manager web interface, the browser sends a request to
retrieve a session token (BOPSID) value from the CA Service Desk Manager
webengine.
b.
The webengine sends a request to the CA Service Desk Manager boplgin

component to retrieve the session token (BOPSID) value and return it back to the
browser.
c.
The browser constructs a URL with the session token (BOPSID) value appended and
sends this URL to the servlet.
d.
The servlet validates the session token (BOPSID) value with the boplgin component
and then executes the TPA authentication code to create a session with
BusinessObjects.
e.
If successfully authenticated by the boplgin component and BusinessObjects, the

servlet retrieves a logon token which is sent to the browser.
f.
The browser appends the BusinessObjects logon token to the report URL and is sent
to the BusinessObjects server.
Chapter 3: Installing CA Business

Intelligence
How to Install and Integrate CA Business Intelligence and CA Service
Desk Manager (Simple Installation with One Server)
Complete the following steps to install and integrate CA Business Intelligence and CA Service
Desk Manager:
1.
Verify that your environment meets the CA Business Intelligence hardware requirements
(see page 39).
2.
Configure SQL Server as the CMS database (see page 40).
3.
Configure an ODBC connection to the CMS database (SQL Server) (see page 43).
4.
Install CA Business Intelligence (see page 44).
5.
Configure CA Business Intelligence (see page 50).
6.
Integrate CA Business Intelligence and CA Service Desk Manager (see page 55).
CA Business Intelligence Hardware Requirements

The following requirements must be met for the product to install and operate properly. Do not
continue with the installation until you have verified these requirements.
Component
Requirement
Processor
Minimum: 2 GHz Pentium 4-class
Memory
Minimum: 2 GB
Recommended: 4 GB
Free Disk Space
5.6 GB - BusinessObjects Enterprise complete

installation
6.75 GB - BusinessObjects Enterprise patch
installation
2 GB - BusinessObjects Enterprise Client patch
installation
400 MB - BusinessObjects Live Office patch
installation (Optional)
How to Install and Integrate CA Business Intelligence and CA Service Desk Manager (Simple Installation with One
Server)
Component
Requirement
0.2 GB - BusinessObjects Process Tracker
(Optional)
The Central Management Server (CMS) Database

BusinessObjects Enterprise XI Release 3.1 requires a database to store information about users
and groups, security levels, BusinessObjects Enterprise XI content, and servers. The primary
database, which the BusinessObjects Central Management Server maintains, is known as the
CMS database.
CA Business Intelligence provides an option to install its own version of MySQL for the CMS.
However, we recommend that you use Microsoft SQL Server as the database for a large
implementation. For more information about how to configure CA Business Intelligence for a
different database, see the CA Business Intelligence Implementation Guide.
How to Configure SQL Server as the CMS Database
You can complete the following steps to configure SQL Server as the CMS database for CA
Business Intelligence. In this example, SQL Server 2008 is configured as the CMS database.
1.
(Optional) If your server is operating on Windows 2003, complete the following steps to
download and install the Microsoft Windows 2003 Server operating environment patch
KB925336:
a.
Open a browser and navigate to http://support.microsoft.com.
The Microsoft Support page appears.

b.
Enter 925336 in the Search text box and click Search.
The search results appear.

c.
Click the appropriate article in the search results.
Important! Multiple articles appear in the search results. Verify that you select the
correct article and that Article ID: 925336 appears at the top of the article.
d.
Complete the instructions that are documented in the article, which includes
downloading and installing the patch.
Note: For a 32-bit operating environment, the file name is

WindowsServer2003-KB925336-x86-ENU.exe. For a 64-bit operating environment, the
file name is WindowsServer2003.WindowsXP-KB925336-x64-ENU.exe.
40 Chapter 3: Installing CA Business Intelligence
Server)
2.
Create a database and login ID that is configured as an owner of the database with SQL
Server authentication. This login ID is used during the DSN setup portion of the installation.
3.
(Optional) If the default has been changed, configure your database client and server to use
Unicode character encoding (such as UTF-8).
4.
Create a 32-bit ODBC Data Source connection to the CMS and CMS Audit databases on the
BusinessObjects XI or CA Business Intelligence Application Server.
Note: CA Business Intelligence requires a 32-bit ODBC connection. If you are installing CA
Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create
the ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder.
The default SQL Initial Size and Auto growth settings for the CMS database should be
appropriate. An exception is when you anticipate having many objects (reports, users, and so on)
in your implementation. To help you estimate, a system with 10,000 objects is projected to
require 33 MB of free disk space.
Configure a CMS Database (SQL Server 2008)
You can configure a CMS database on SQL Server 2008, assign an owner, and set it as the default
database.
To configure a CMS database (SQL Server 2008)
1.
Log in to SQL Server 2008 Management Studio using either Windows Authentication or SQL
Authentication. Use an account that has privileges to create SQL users and databases.
2.
Expand the Security folder and right-click Logins, New Login.

The Login New dialog appears.
3.
Enter information in the following fields:

Login name
Type a login name for SQL Server 2008, for example, BO_User.
SQL Server authentication
Select this option button.
Server)
Password
Type and confirm the password for SQL Server 2008 in the Password and Confirm
password fields.
4.
Click OK.
The new login is saved.
5.
In Microsoft SQL Server Management Studio, right-click the Databases folder and select New
Database.
The New Database dialog appears.
6.

Database name
Type a name for the CMS database, for example, BO_CMS.
Owner
Type the login name or click the ellipses () to select the login name that you previously
created, for example, bo_user.
7.
Click OK.
The new database is created, as illustrated in the following example:
Server)
8.
Right-click the user name (for example, BO_User) under the Security folder and select
Properties.
The properties for the user that you previously created appear.
9.
Select the database that you previously created (for example, BO_CMS) from the default
database drop-down list.
10. Click OK.

The selected database is assigned as the default database.
Configure an ODBC Connection to the CMS Database (SQL Server)
Configure an ODBC connection to the CMS database to install CA Business Intelligence using SQL
Server as the CMS database. To complete this task, you must have the database login that you
previously created in Configure a CMS Database (SQL Server 2008) (see page 41).
Business Intelligence on a 64-bit operating environment, such as Windows 2008 R2, create the
ODBC DSN using ODBCAD32.exe located in the <WINDIR>/SYSWOW64 folder.
To configure an ODBC connection to the CMS database on SQL Server
Note: If you use a 64-bit operating environment, complete the following two steps on the CA
Business Intelligence application server.
1.
Using Windows Explorer, navigate to the <WINDIR>/SYSWOW64 folder.
2.
Execute ODBCAD32.exe to open the 32-bit ODBC Configuration window.
3.
If you use a 32-bit operating environment, use the Control Panel (Administrative Tools) to
open the ODBC Data Sources tool.
The 32-bit ODBC Configuration window opens.
4.
Click the System DSN tab on the ODBC Data Source Administrator dialog, and click Add.
The Create New Data Source dialog appears.
5.
Select SQL Server and click Finish.

The Create a New Data Source to SQL Server dialog appears.
Server)
6.

Name
Type a name for the DSN, for example, CMS_DSN.
Description
Type a description for the DSN, for example, DSN for BO_CMS database.
Server
Select the SQL Server instance that you previously configured.
7.
Click Next.
The login credentials verification dialog appears.
8.
9.
Complete the following steps:

a.
Select SQL Server authentication.
b.
Type the Login ID and Password that was previously used during the database
configuration, for example, BO_User and <bo_password>.
c.
Click Next.
Accept the default settings on the subsequent dialog.
10. Click Next, and then Finish.

The ODBC Microsoft SQL Server Setup dialog appears.
11. Click Test Data Source to verify that the connection works.
View the connection results in the SQL Server ODBC Data Source Test dialog.
Install CA Business Intelligence (SQL Server)

To successfully install CA Business Intelligence on Microsoft Windows, log in as a local
administrator or as a member of the local administrators group.
Note: We recommend that you copy the installation media onto the server where you will install
CA Business Intelligence.
Server)
To install CA Business Intelligence using a SQL Server database

1.
Insert the installation media for CA Service Desk Manager into the drive on the computer.
When Autoplay is enabled, the installation starts automatically. When Autoplay is disabled,
double-click the setup.exe file from the root directory of the installation media to start the
installation.
2.
Select the language for the installation and click Select Language.
3.
Click the Product Installs tab and click the CA Business Intelligence Installation link.
4.
Click Next on the Introduction dialog.

The License Agreement dialog appears.
5.
Accept the License Agreement and click Next.

The Sample Database and Templates dialog appears.
6.
(Optional) Select the Yes option button to install the sample templates.
CA Business Intelligence installs the sample database and templates. The samples include
the eFashion and Island Resorts Marketing Universes and sample report templates that are
based on the two databases. Use the templates as an example to create different types of
reports.
7.
Click Next.
The Generate Response File dialog appears.
8.
Select No if you do not want to perform a silent installation. The CA Business Intelligence
installation allows you to create a response file for silent installations.
9.
Click Next.
The Review Settings dialog appears.
10. Click Install.

The BusinessObjects Enterprise Installer starts.
11. Click Next and follow the on-screen instructions.
12. Accept the BusinessObjects License Agreement and click Next.
Server)
13. Select the required language package. BusinessObjects provides a single installation for
multiple languages in addition to English.
14. Click Next.
The Install Type dialog appears.
15. Select the Install Type as New, as shown in the following example:
Note: The default installation location is C:\Program Files\CA\SC\CommonReporting3. You
can optionally change the installation location by clicking Browse.
16. Click Next.

The Server Components Configuration dialog appears.
17. Specify the CMS port number and password for the CA Business Intelligence Administrator
account.
Note: The default port number is 6400. When implementing an integrated environment with
two or more CA Technologies solutions, verify that you do not have any conflicts with this
port number.
Server)
18. Click Next.

The Server Intelligence Agent dialog appears. BusinessObjects XI Release 3 installs a Server
Intelligence Agent to simplify the deployment and management of the BusinessObjects
Enterprise Server.
19. Accept the default Node Name and port number and click Next.
The CMS Database Information dialog appears, as shown in the following example:
20. Complete the following steps:

a.
Select SQL Server (ODBC) for the CMS Database.
b.
Click Browse to select the ODBC DSN.
21. Click Next.

The SQL Server Logon dialog appears.
Server)
22. Enter information in the following fields, as shown in the following example:
Data Source Name
Select CMS_DSN as the data source name.
Login ID
Type the login ID for the BO_User.
Password
Type the password for the BO_User.
Consume DSN created under WOW64
(64-bit operating environment) Select this check box.
23. Click OK.

The login credentials are saved and the Select Web Application Server dialog appears, as
shown in the following example:
Server)
24. Select the Java Web Application Server check box.

Note: The integration between CA Service Desk Manager and CA Business Intelligence
requires Tomcat as a web server. The BusinessObjects documentation recommends having
BusinessObjects XI on its own instance of a Tomcat server.
25. Click Next.
The Configure Tomcat server dialog appears.
26. Accept the default values or type the relevant port numbers.
Note: The default Tomcat connection port number is 8080. If another Tomcat instance is
operating on port 8080 on the server, you can change the default port number to another
available port such as 8070.
27. Click Next to Start the installation.
Note: The installation process will take some time to complete. The installation progress bar
does not provide an accurate indication for how long the installation will take to complete.
This process takes approximately 30 minutes before you must respond.
Server)
28. Click Finish on the CA Business Intelligence installation dialog.

The CA Business Intelligence installer starts applying BusinessObjects XI patches. This
process may take approximately 60-90 minutes to complete.
29. When prompted, restart the server after the patches have been applied.
The CA Business Intelligence installation is complete after rebooting the server.
Configure CA Business Intelligence

After you successfully install CA Business Intelligence, start the CA Business Intelligence
configuration. The configuration completes the following tasks:
Install the data direct ODBC driver.
Deploys the default CA Service Desk Manager reports and the CA Service Desk Manager
Universe.
Creates the default users and groups within CA Business Intelligence.
To configure CA Business Intelligence

1.
installation.
2.
Server)
3.
Click the Product Installs tab and click the CA Business Intelligence Configuration link, as
4.
Click Next on the Welcome dialog.

The CA Business Intelligence Configuration dialog appears, as shown in the following
example:
Note: If CA Business Intelligence is installed on a server that contains CA Service Desk
Manager components (the CA Service Desk Manager Secondary server), the ODBC client is
automatically installed. As a result, the CA Business Intelligence Configuration dialog appears
different from the following example.
Server)
5.
Specify the following information:

BI Admin User Name
Type the same user name (Administrator) that you specified during the CA Business
Intelligence installation.
BI Admin Password
Type the same password that you specified during the CA Business Intelligence
installation.
CA Service Desk Manager Admin User Name
Type ServiceDesk for the administrator user name.
Server)
CA Service Desk Manager Admin Password

Type the password for the administrator user name.
CA Service Desk Manager Primary Host
Specify ServiceDesk Primary Host as the primary host.
Default ODBC port number
Specify 19987 as the default ODBC port number.
Default ODBC installation location
The default ODBC installation location is C:\Program Files\CA\SC\CASD_ODBC. Based on
your requirements, you can change this location. The option Use Data Direct ODBC 6.0
Driver installs and configures the ODBC driver. If a previous version of driver exists on
the server, this option updates the driver to version 6.0. The CA Service Desk Manager
Universe uses and requires this version.
6.
Click Finish.
The configuration is complete. A CA Service Desk Manager data source is available on the
System DSN tab of ODBC Data Sources.
7.
Double-click the ODBC connection and click Test Connect, as shown in the following
example:
Server)
The Logon to Data Source dialog appears.

8.
Type the Service Desk Privileged User Name and Password in the Data Source User Name
and Data Source Password fields.
9.
Click OK.
The Connection test was successful message appears.
Server)
Integrate CA Business Intelligence and CA Service Desk Manager

To integrate with CA Business Intelligence, CA Service Desk Manager uses Trusted Principal
Authentication. Trusted Authentication provides a single sign-on solution to integrate
BusinessObjects Enterprise authentication with CA Service Desk Manager authentication. Once
CA Service Desk Manager establishes a trust with the Central Management Server, trusted
authentication can be used. Trusted Authentication allows users to log in without providing their
passwords several times during a session. User accounts must exist in CA Business Intelligence
either through manual entry or using LDAP, and in the CA Service Desk Manager contact table for
the solution to work.
To set up Trusted Principal Authentication and integrate CA Business Intelligence and CA
Service Desk Manager
1.
Select Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise.

The CA Business Intelligence server is used to log in to the Central Management Console as
the CA Business Intelligence Administrator.
2.
Navigate to Users and Groups and click User List.

The available list of users appears.
3.
Click the Manage drop-down list and select New, New User as shown in the following
example:
Server)
The New User dialog appears.

4.

Account Name
Type the name for the account. In this example, enter ServiceDesk.
Password
Type and confirm the password for the ServiceDesk privileged user. This password must
match the password that is used during the configuration of the ServiceDesk privileged
user.
5.
Click Create & Close.

The login credentials are saved.
6.
Return to the User List window.
7.
Right-click the ServiceDesk user and select Member Of, as shown in the following example:
The Join Group: ServiceDesk window appears.

8.
Add Administrators and CA Universe Developer groups to the ServiceDesk user using the
arrows.
Server)
9.
Click OK.
The selected groups are added to the ServiceDesk user.
10. Select Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise.

The Log On to InfoView dialog appears.
11. Log in to InfoView as the ServiceDesk user.
12. Click Document List and navigate to the CA Reports folder.
13. Right-click the Asset List report that is located under the Asset folder and click View to
confirm that the report executes correctly.
The report appears, as shown in the following example:
14. Log in to the CA Service Desk Manager web interface as an administrator or as a user having
administrative permissions.
15. Navigate to the Administration tab and select the Options Manager, Web Report node.
16. Click the bo_server_auth option and complete the following steps:
a.
Click Edit.
b.
Select secEnterprise from the drop-down list.
c.
Click Install.
d.
Verify that the bo_server_auth option is installed.
e.
Close the window.
Server)
17. Click the bo_server_cms option and complete the following steps:
a.
Click Edit.
b.
Specify the CMS server and port number (CA Business Intelligence Server: 6400).
c.
Click Install.
d.
Verify that the bo_server_cms option is installed.
e.
Close the window.
Server)
18. Click the bo_server_location option and complete the following steps:
a.
Click Edit.
b.
Change the URL value (http://CA BI Server:8070).
Note: This port number must match the Tomcat port number that you specified during
the CA Business Intelligence installation.
c.
Click Install.
d.
Verify that the bo_server_location option is installed.
e.
Close the window.
19. Restart the CA Service Desk Manager Service using the Windows Services Control Panel.
20. Log in to the Central Management Console as the CA Business Intelligence Administrator.
21. Click the Authentication link and select Enterprise.
The Enterprise window appears, as shown in the following example:
22. Enter information in the following fields:

Trusted Authentication is enabled
Select this check box.
Server)
Shared secret
Type a value for the Shared secret password.
23. Click Update.
The Trusted Authentication option and Shared secret password are saved.
24. On the CA Service Desk Manager primary server, navigate to the
NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd directory.
25. Using a text editor, open the TrustedPrincipal.conf file.
26. Change the Shared Secret value to match the value that you previously entered in the
Central Management Console.
27. Save and close the file.
The Shared Secret password is saved.
28. On the CA Business Intelligence server, navigate to the
\CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF directory.
29. Using a text editor, open the WEB.XML file.
30. Edit the file based on the information in the following table:
Parameter Name
Default Value New Value
Opendoc.cms.default
Hostname:
port of your
CMS
Type the appropriate host name and port

number of your BusinessObjects Central
Management Server
Opendoc.siteminder.enabled
true
false
Opendoc.sso.enabled
false
true
Opendoc.trusted.auth.user.retr (blank)
ieval
REMOTE_USER
Sample:
<context-param>
<param-name> Opendoc
.trusted.auth.user.retrieval
</param-name>
<param-value>
REMOTE_USER </param-value>
</context-param>
Opendoc.trusted.auth.user.par (blank)
am
(blank)
Server)
Parameter Name
Opendoc.trusted.auth.shared.s (blank)
ecret
(blank)

The changes to the WEB.XML file are saved.
a.
Use the Windows Services Control Panel to restart the CA Service Desk Manager
Service.
b.
Use the Central Configuration Manager (Start, Programs, BusinessObjects XI 3.1,

BusinessObjects Enterprise) to restart the CA Business Intelligence Tomcat server
(for example, Apache Tomcat 5.5.20).
33. Log in to the CA Service Desk Manager web interface as the ServiceDesk user.
Server)
34. Click the Reports tab.

You can view the Overall Summary and Asset List reports.
35. (Optional) Click the InfoView button on the Reports tab.
A browser window opens that automatically logs you in to BusinessObjects Enterprise Java
InfoView, as shown in the following example. This window uses the same username and
password that you use to log in to CA Service Desk Manager.
CA Business Intelligence and CA Service Desk Manager are integrated.
Chapter 4: Installing CA Business

Intelligence in a Complex
Reporting Environment
Overview
You can install and implement the CA Business Intelligence infrastructure by leveraging the
default CA Business Intelligence installation and configuration as specified in Installing CA
Business Intelligence (see page 39). However, there are instances in which a more robust
reporting infrastructure is needed. CA Business Intelligence, similar to CA Service Desk Manager,
is an enterprise solution that can support multiple configurations to assist in addressing
performance, scalability, and reliability concerns of larger enterprises.
This chapter leverages the information previously discussed in The BusinessObjects Enterprise
Architecture (see page 17) about the primary CA Business Intelligence infrastructure
components. A sample scenario is then provided which illustrates how to install and configure
the components across multiple servers to accommodate a large user population that needs
access to the reporting functionality that CA Business Intelligence offers.
How CA Service Desk Manager Integrates with CA Business

Intelligence
CA Service Desk Manager integrates with CA Business Intelligence by launching InfoView, and by
allowing InfoView hosted reports to be displayed within CA Service Desk Manager. This
functionality requires that the basic integration to CA Service Desk Manager has been configured
and the CA Service Desk Manager Universe has been loaded into CA Business Intelligence.
For CA Business Intelligence to execute reports on the CA Service Desk Manager data, CA
Business Intelligence leverages an ODBC connection to the CA Service Desk Manager primary
server. This connection allows CA Business Intelligence to take advantage of the CA Service Desk
Manager object engine. This ODBC connection provides the following advantages:
Application level security in CA Service Desk Manager.
Simplifies the work that is associated with joining tables (a common task when building
reports on normalized data).
Complex Reporting Scenario
The following example illustrates how the various components of CA Service Desk Manager and
CA Business Intelligence are integrated:

This complex reporting scenario illustrates how to install and configure the CA Business
Intelligence and CA Service Desk Manager components across multiple servers. This
configuration is intended to accommodate a large user population that needs access to the
reporting functionality that CA Business Intelligence offers.
In this scenario, a moderately sized environment exists that must support a CA Service Desk
Manager instance that has up to 2000 concurrent users. To accommodate this scenario, a CA
Business Intelligence server configuration is necessary that involves six CA Business Intelligence
servers and leverages the native CA Business Intelligence cluster functionality.
64 Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment
This CA Business Intelligence configuration is in addition to the database server and the CA
Service Desk Manager server. Because this scenario is large enough and must also leverage an
offline reporting instance of the MDB and its associated CA Service Desk Manager instance, this
complex environment may involve 10 or more servers.
The following example illustrates how the various components integrate in this scenario. A
virtual server can also be used in this configuration.
Required Server Configurations

In the complex reporting scenario, there are no specific hardware requirements related to the
servers that host the CA Business Intelligence components. However, the following guidelines are
provided for your reference.
Intelligence Tier Servers
Component
Recommended Requirement
Processor
2 CPU cores
Memory
4 GB
Free Disk Space
100 GB Direct Access Storage Device (DASD)
How to Implement a Complex Reporting Infrastructure
Processing Tier Servers

Component
Processor
2 CPU cores
Memory
4 GB
Free Disk Space
50 GB DASD
Web Application Tier Servers

Component
Processor
2 CPU cores
Memory
4 GB
Free Disk Space
50 GB DASD
Operating System (all CA Business Intelligence Servers)
Windows Server 2003 or 2008
(Oracle) If you use Oracle, install the Oracle client on the Intelligence and Processing Tier
Servers.

After you decide to implement a complex reporting infrastructure to meet your business
requirements for scalability and high availability, complete the following steps:
1.
Step 1 - Create the file shares for CA Business Intelligence (see page 67).
2.
Step 2 - Install the first server in the intelligence tier of CA Business Intelligence (see page
68).
3.
Step 3 - Install the CA Business Intelligence web application tier servers (see page 80).
4.
Step 4 - Install the second server in the intelligence tier of CA Business Intelligence (see page
87).
5.
Step 5 - Install the CA Business Intelligence processing tier servers (see page 96).
6.
Step 6 - Configure the input and output file repository servers (see page 102).
7.
Step 7 - Configure the CA Business Intelligence tiers (enable and disable the server
components) (see page 105).
8.
Step 8 - Configure CA Business Intelligence (see page 107).
Step 1 - Create the File Shares for CA Business Intelligence

In the complex reporting scenario, the environment requires the following three file shares:
Input File Repository
Output File Repository
Indexing Service
Each component requires a file share. As a best practice, host each file share on a high-available
storage area network (SAN). Later in this scenario, you configure CA Business Intelligence to use
the files shares.
To create the files shares for CA Business Intelligence
1.
In the directory to host the shared folders, create a folder named CABI_SHARE.
2.
Create the following folders in the CABI_SHARE folder:
3.
InputFiles
OutputFiles
Index
Right-click the CABI_SHARE folder and select Sharing and Security.

The CABI_SHARE Properties dialog appears.
4.
Click the Sharing tab.
5.
Click the Share this folder option button.
6.
Click the Permissions button.

The Permissions for CABI_SHARE dialog appears.
7.
In the Permissions for Everyone section, click the Allow check box for the Change
permissions.
8.
Click OK.
9.
Click OK again to save the share information.
10. Connect to the share.

11. Create a file in one of the shared folders to confirm that the file shares are correctly
configured.
Step 2 - Install the First Server in the Intelligence Tier of CA Business Intelligence
In this step of the complex reporting scenario, you install the first server in the Intelligence Tier
of CA Business Intelligence. Complete these steps on the first server within the CA Business
Intelligence Tier, sometimes referred to as the Management Tier.
Before you begin, complete the following prerequisites and verify the following information:
1.
Install the database (SQL Server or Oracle) on a remote server.
2.
Verify that both the CMS and CMS Audit databases (and associated users) for CA Business
Intelligence exist on the remote database server.
3.
(SQL Server) Create 32-bit ODBC data source connections to the CMS and CMS Audit
databases on the CA Business Intelligence application server.
Note: CA Business Intelligence requires a 32-bit ODBC connection. Therefore, if you are
installing CA Business Intelligence on a 64-bit operating system such as Windows 2008
Server R2, create the ODBC DSN using ODBCAD32.EXE located in the <WINDIR>/SYSWOW64
folder.
4.
(Oracle) Verify that the Oracle client is installed on the CA Business Intelligence server.
5.
(Windows 2003 Server) Download and install the Microsoft Windows 2003 Server operating
environment patch KB925336. For more information about how to download and install this
patch, see How to Configure SQL Server as the CMS Database (see page 40).
6.
Verify that the Microsoft .NET Framework 2.0 is installed.
7.
(Optional) If you use antivirus or anti-malware real-time scanner technology, we recommend

that you disable this software for the duration of the installation. When this software is
enabled, the performance of the installation may be negatively impacted.
8.
Gather the following information for the installation:
Domain account user name and password. CA Business Intelligence uses this
information to access the file share, and so forth.
Appropriate permissions (that is, log in as a service privileges) on each of the CA

Business Intelligence servers. These permissions are necessary because this account is
used to execute the key CA Business Intelligence service.
CMS port number (default is 6400)
Password for the CMS Administrator (a CA Business Intelligence user account)
Password for the CA Business Intelligence user (a SQL Server user to access the CMS
database)
Password for the CABIAUDIT user (a SQL Server user to access the Audit database)
(Oracle) The Net Service Name that is configured during the Oracle client installation
CA Business Intelligence installation folder (default: C:\Program

Files\CA\SC\CommonReporting3)
CMS Cluster Name (we recommend the name CABI-CLUSTER)
To install the first server in the intelligence tier of CA Business Intelligence

1.
installation.
2.
3.
4.

5.

6.
(Optional) Select the Yes option button to install the sample templates.
CA Business Intelligence installs the sample database and templates. The samples include
the eFashion and Island Resorts Marketing Universes and sample report templates that are
based on the two databases. Use the templates as an example to create different types of
reports.
7.
Click Next.
8.
9.
Click Next.
10. Click Install.

14. Click Next.
15. Select the Install Type as Custom or Expanded Install, as shown in the following example:
16. Click Next.

The Select Features dialog appears.
17. Expand BusinessObjects Enterprise, Client Components and clear all options except Import
Wizard and Universe Designer, as shown in the following example:
18. Clear all Web Tier Components, as shown in the following example:
19. Expand Server Components, Central Management Server and clear the MySQL option, as
20. Clear the Enable servers upon installation check box, as shown in the following example:
21. Click Next.

The CMS Clustering dialog appears.
22. Complete the following steps, as shown in the following example:

a.
Click the Yes option button to indicate that this is the first CMS in your deployment.
b.
Enter a CMS port number (default: 6400).
c.
Enter the CMS Administrator password.
d.
Click Next.
The Server Intelligence Agent dialog appears.

23. Accept the default values on the Server Intelligence Agent dialog and click Next.
The CMS Database Information dialog appears.
24. (Oracle) Enter information into the following fields and click Next, as shown in the following
example:
CMS Database
Select Oracle for the CMS Database.
Server
Specifies the Net Service Name that was previously configured during the Oracle Client
installation.
Username
Specifies the CABI user.
Password
Specifies the password for the CABI user.
Auditing Database
Select this check box and specify the following information:
Select existing Auditing database
Select Oracle as an existing auditing database.
Server
Specifies the Net Server Name that was previously configured during the Oracle Client
installation.
Username
Specifies the CABIAUDIT user.
Password
Specifies the password for the CABIAUDIT user.
25. (SQL Server) Complete the following steps for the CMS Database:
a.
b.
c.
Select the Consume DSN created under WOW64 check box.
d.
Specify the DNS to the CMS Database that was previously created.
e.
Specify the login ID for the CABI user.
f.
Specify the password for the CABI user.
g.
Select the CMS database that was created.
26. (SQL Server) Complete the following steps for the Auditing Database:
a.
Select the Auditing Database check box.
b.
Select SQL Server (ODBC) as an existing auditing database.
c.
d.
(64-bit operating environment) Select the Consume DSN created under WOW64
check box.
e.
Specify the DNS to the CMS Audit Database that was previously created.
f.
Specify the login ID for the CABI Audit user.
g.
Specify the password for the CABI Audit user.
h.
Select the CMS Audit database that was created.
27. Click Next to start the CA Business Intelligence installation.

28. Click Finish.
The patch installation process begins. This process takes additional time to complete.
Configure the CA Business Intelligence Cluster

In this step of the complex reporting scenario, you configure the CA Business Intelligence cluster
so that multiple computers can utilize the CA Business Intelligence File Repository servers. The
first step in this process is to specify a user-defined name for the CA Business Intelligence cluster.
To configure the CA Business Intelligence Cluster

1.
Click Start, Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central

Configuration Manager.
The Central Configuration Manager opens.
2.
Select the Server Intelligence Agent and click the stop icon.
The Server Intelligence Agent stops.
3.
Right-click the Server Intelligence Agent and select Properties.

The Server Intelligence Agent Properties dialog appears.
4.
5.
Select the Configuration tab and complete the following steps, as shown in the following
example:
a.
Select the Change Cluster Name to check box.
b.
Specify the new CA Business Intelligence cluster name.
c.
Click OK.
Restart the Server Intelligence Agent.
Step 3 - Install the CA Business Intelligence Web Application Tier Servers

In this step of the complex reporting scenario, you install the CA Business Intelligence Web
Application Tier Servers. Complete these steps on both of the CA Business Intelligence Web
Application Tier Servers. For more information about the Web Application Tier component, see
The BusinessObjects Enterprise Architecture chapter (see page 17).
Before you begin, complete and verify the following information:
1.
Install and configure (see page 78) the first CA Business Intelligence Tier Server.
2.
3.
4.

5.
CMS Server host name (the fully qualified host name for the first Intelligence Tier
Server).

Important! Complete the installation on both of the CA Business Intelligence Web Application
Tier Servers.
To install the CA Business Intelligence Web Application Tier Servers
1.
installation.
2.
3.
4.

5.

6.
Select the No option button. Do not install the sample templates.
7.
Click Next.
8.
9.
Click Next.
10. Click Install.

14. Click Next.
15. Select the Install Type as Web Tier, as shown in the following example:
16. Click Next.

17. Expand BusinessObjects Enterprise, Web Tier Components, and select all options, as shown
in the following example:
18. Click Next.

a.
Specify the fully qualified host name for the first Intelligence Tier Server.
b.
Specify the CMS port number as 6400.
c.
Specify the CMS Administrator password.
20. Click Next.

The Select Web Application Server dialog appears.
a.
Select the Java Web Application Server check box.
b.
Click the Install Tomcat application server and deploy to it option button.
22. Click Next.

The Configure Tomcat dialog appears.
a.
Specify the Tomcat connection port number as 8080.
b.
Specify the Tomcat shutdown port number as 8005.
c.
Specify the Tomcat redirect port number as 8443.

25. Click Finish.
Configure the CA Business Intelligence Web Application Tier Servers
In this step of the complex reporting scenario, you configure the Web Application Tier Servers to
use the CMS cluster.
To configure the CA Business Intelligence Cluster
1.
Log in to each Web Application Tier Server.
2.
Navigate to the following folder on each server:

C:\Program
Files\CA\SC\CommonReporting3\Tomcat55\webapps\PlatformServices\WEB-INF\Classes
3.
Define a cluster.properties file on each server with the following content:

cms.clusters=@CABI-CLUSTER
cms.clusters.CABI-CLUSTER=<Intell Tier server1>, <Intell Tier server2>
4.
Start the Central Configuration Manager by selecting Start, Programs, BusinessObjects XI

Release 3.1, BusinessObjects Enterprise, Central Configuration Manager.
5.
Restart the Apache Tomcat 5.5.20 service.
Step 4 - Install the Second Server in the Intelligence Tier of CA Business Intelligence
In this step of the complex reporting scenario, you install the second server in the Intelligence
Tier of CA Business Intelligence.
1.
Verify that the first CA Business Intelligence Tier Server is installed and configured (see page
68).
2.
folder.
3.
4.
5.
6.

7.
Password for the CA Business Intelligence user (a SQL Server user to access the CMS
database)
Password for the CABIAUDIT user (a SQL Server user to access the Audit database)
(Oracle) The Net Service Name that is configured during the Oracle client installation

CMS Server Host Name (fully qualified host name for the first Intelligence Tier Server)
To install the second server in the intelligence tier of CA Business Intelligence

1.
installation.
2.
3.
4.

5.

6.
7.
Click Next.
8.
9.
Click Next.
10. Click Install.


14. Click Next.
16. Click Next.

17. Expand BusinessObjects Enterprise and specify the following options, as shown in the
following example:
a.
Clear the Client Components option.
b.
Clear the Web Tier Components option.
c.
Expand Server Components, Central Management Server and clear the MySQL
option.
d.
Clear the Enable servers upon installation check box.
18. Click Next.

a.
Click the No option button to indicate that this CMS is not the first CMS in your
deployment.
b.
Enter a new CMS port number (default: 6400).
c.
Enter the fully qualified host name of the first Intelligence Tier Server.
d.
Enter the existing CMS port number (default: 6400).
e.
f.
Click Next.

The CMS Database Information dialog appears.
21. (Oracle) Enter information into the following fields and click Next, as shown in the following
example:
CMS Database
Select Oracle for the CMS Database.
Server
Specifies the Net Service Name that was previously configured during the Oracle Client
installation.
Username
Specifies the CABI user.
Password
Specifies the password for the CABI user.
Auditing Database
Select this check box and specify the following information:
Auditing Database
Select Oracle as an existing auditing database.
Server
Specifies the Net Server Name that was previously configured during the Oracle Client
installation.
Username
Specifies the CABIAUDIT user.
Password
Specifies the password for the CABIAUDIT user.
22. (SQL Server) Complete the following steps for the CMS Database:
a.
b.
c.
d.
Specify the DNS to the CMS Database that was previously created.
e.
Specify the login ID for the CABI user.
f.
Specify the password for the CABI user.
g.
Select the CMS database that was created.
23. (SQL Server) Complete the following steps for the Auditing Database:
a.
Select the Auditing Database check box.
b.
Select SQL Server (ODBC) as an existing auditing database.
c.
d.
e.
Specify the DNS to the CMS Audit Database that was previously created.
f.
Specify the login ID for the CABI Audit user.
g.
Specify the password for the CABI Audit user.
h.
Select the CMS Audit database that was created.

25. Click Finish.
Step 5 - Install the CA Business Intelligence Processing Tier Servers

In this step of the complex reporting scenario, you install the CA Business Intelligence Processing
Tier Servers. Complete these steps on both of the CA Business Intelligence Processing Tier
Servers. For more information about the Processing Tier component, see The BusinessObjects
Enterprise Architecture chapter (see page 17).
1.
Verify that the first CA Business Intelligence Tier Server is installed and configured (see page
68).
2.
folder.
3.
4.
5.
6.

7.

CMS Server Host name (the fully qualified host name for the first Intelligence Tier
Server).
The Index Directory location (UNC path to the Index shared folder). The following
example path is provided for your reference:
\\HostnameOfFileShareServer\CABI_SHARE\Index
Important! Complete the installation on both of the CA Business Intelligence Processing Tier
Servers.
To install the CA Business Intelligence Processing Tier Servers
1.
installation.
2.
3.
4.

5.

6.
7.
Click Next.
8.
9.
Click Next.
10. Click Install.


14. Click Next.
16. Click Next.

17. Expand BusinessObjects Enterprise and clear the Client Components and Web Tier
Components options, as shown in the following example:
18. Expand BusinessObjects Enterprise, Server Components and clear the Central Management
Server, Desktop Intelligence Job Server, Desktop Intelligence Servers, Samples, and Help Files
options, as shown in the following example:
19. Clear the Enable servers upon installation check box and click Next.

a.
Enter the fully qualified host name of the first Intelligence Tier Server.
b.
Enter the existing CMS port number (default: 6400).
c.
d.
Click Next.
The Input Index Directory for the Search Service Clustering dialog appears.
21. Specify the Index Location of \\HostnameOfFileShareServer\CABI_SHARE\Index, as shown in
the following example:
22. Click Next.

25. Click Finish.
Step 6 - Configure the Input and Output File Repository Servers

In this step of the complex reporting scenario, you configure the Input and Output File
Repository Servers. Before you begin, complete and verify the following information:
1.
Verify that all CA Business Intelligence servers are installed and configured.
2.
Domain account user name and password. CA Business Intelligence uses this
information to access the file share, and so forth.
Filestore Directory location for the Input File Repository Servers (IFRS). This location is
the UNC path to the InputFiles shared location (for example,
\\HostnameOfFileShareServer\CABI_SHARE\InputFiles).
Filestore Directory location for the Output File Repository Servers (OFRS). This location
is the UNC path to the OutputFiles shared location (for example,
\\HostnameOfFileShareServer\CABI_SHARE\OutputFiles).
To configure the Input and Output File Repository Servers

1.
Select one of the following methods to start the Central Management Console:
a.
Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central

Management Console.
b.
(Remote location) Open a web browser and enter the following URL:
http://<web_app_tier_server>:8080/CmcApp/App/home.faces?
2.
In the upper left part of the page, select Servers in the drop-down list.
3.
For each node in the cluster with an InputFileRepository Server, complete the following
steps:
a.
Right-click InputFileRepository and select Properties.
The Input Filestore Service dialog appears.
4.
b.
Change the Temporary Directory to \\HostnameOfFileShareServer\CABI_SHARE

\InputFiles\Temp.
c.
Change the filestore Directory to \\HostnameOfFileShareServer\CABI_SHARE

\InputFiles
d.
Click Save and Close.
For each node in the cluster with an OutputFileRepository Server, complete the following
steps:
a.
Right-click OutputFileRepository and select Properties.
The Output Filestore Service dialog appears.

b.
Change the Temporary Directory to \\HostnameOfFileShareServer\CABI_SHARE

\OutputFiles\Temp.
5.
c.
Change the filestore Directory to \\HostnameOfFileShareServer\CABI_SHARE

\OutputFiles
d.
Click Save and Close.
For each node that executes servers that require access to the file shares, complete the
following steps:
a.
Log in to the first Intelligence Tier Server computer.
b.
Start the Central Configuration Manager by selecting Start, Programs,

BusinessObjects XI Release 3.1, BusinessObjects Enterprise, Central Configuration
Manager.
c.
Stop the Server Intelligence Agent.
d.
Edit the Server Intelligence Agent properties by completing the following steps:
a.
Right-click the Server Intelligence Agent and select

Properties.
b.
Clear the System Account check box.
c.
Set the User and Password to the domain account that

has read and write access to the shared directories that
you previously created.
d.
Click OK.
e.
Start the Server Intelligence Agent.
Note: Repeat this step for the other Intelligence Tier Server and the two Processing Tier
Servers.
Step 7 - Configure the CA Business Intelligence Tiers (Enable and Disable the Server
Components)
In this step of the complex reporting scenario, you configure the CA Business Intelligence tiers by
enabling and disabling components. Before you begin, complete and verify the following
information:
1.
Verify that all CA Business Intelligence servers are installed and configured.
2.
Gather the following information for the configuration:
CA Business Intelligence Tier components for configuration. Use the following table for
reference during the configuration:
Server Component Intelligence Servers

Name
Processing Servers
Adaptive Job Server
Adaptive
Processing Server
Central
Management
Server
Connection Server
Crystal Reports
Cache Server
X
X
Crystal Reports Job

Server
Crystal Reports
Processing Server
Dashboard
Analytics Server
Dashboard Server
Destination Job
Server
Event Server
Input File
Repository
List of Values Job

Server
Web Application
Servers
Server Component Intelligence Servers

Name
Processing Servers
Multi Dimensional
Analysis Services
Server
Output File
Repository
Web Application
Servers
PM Metrics Server
PM Repository
Server
PM Rules Server
Predictive Analysis
Server
Process Analysis
Server
Program Job Server
Publication Job
Server
Report Application
Server
Sets Profile Server
Sets Query Server
Web Intelligence
Processing Server
Web Application
Server
Web Application
Container Server
For this scenario, consider the following information:
Six servers are utilized. Two servers execute as Intelligence and Management Servers, two
servers execute as Processing Servers, and two servers execute as Web Application Servers.
The Processing Tier only executes Processing Server components.
The Intelligence Tier only executes Intelligence Server components.
To accomplish this goal, you disable the server components on the nodes where they should not
execute.
To configure the CA Business Intelligence Tiers

1.
Start the Central Management Console by completing the following steps:

a.
Click Start, Programs, BusinessObjects XI Release 3.1, BusinessObjects Enterprise,

Central Management Console.
b.
Enter your CA Business Intelligence Administrative user name and password.
c.
Select Enterprise for the authentication.
2.
In the upper left part of the page, select Servers in the drop-down list.
3.
Click the Servers List node.
4.
Right-click a server in the list and select Enable Server or Disable Server.
Note: When a server is disabled, the server does not process jobs, even when it is executing.
You do not have to prevent the server from executing. To prevent a server from starting
even when it is disabled, right-click the server and select Properties. Then, clear the
Automatically start this server check box. Changes take effect the next time the server starts.
Step 8 - Configure CA Business Intelligence

In this step of the complex reporting scenario, the CA Business Intelligence infrastructure is
complete and you now complete the integration with CA Service Desk Manager.
To configure CA Business Intelligence
1.
Insert the installation media for CA Service Desk Manager into the drive on the first CA
Business Intelligence server.
When Autoplay is enabled, the configuration starts automatically. When Autoplay is
disabled, double-click the setup.exe file from the root directory of the installation media to
start the configuration.
2.
Select the language for the configuration and click Select Language.
Summary
3.
Click the Product Installs tab and click the CA Business Intelligence Configuration link.
The CA Service Desk Manager Component Installation Wizard appears, as shown in the
following example:
4.
Enter the appropriate information and follow the on-screen instructions to complete the
configuration.
Note: In the BI Admin User Name field, enter the CA Business Intelligence Administrator user
name (the default is Administrator).
Summary
At this point in the complex reporting scenario, the complex CA Business Intelligence reporting
environment is configured and executing. You can add users and adjust permissions to the
reporting functionality and content.
The typical integration steps with CA Service Desk Manager must be completed after you
complete the Options Manager options and configure the shared secret functionality (for pass
through authentication). For your reference, the following table provides the CA Business
Intelligence Options Manager options and their suggested values.
Options Manager Option
Suggested Value
bo_server_auth
secEnterprise
Summary
Options Manager Option
Suggested Value
bo_server_cms
first Intelligence (CMS) server name:6400
bo_server_location
CA Business Intelligence Web Application Cluster

Name:8080
If you change a value, recycle the CA Service Desk Manager services for the change to take effect.
Chapter 5: Configuring CA
Business Intelligence Reports for
Multi-Tenancy
Multi-Tenancy
Multi-tenancy is the ability for multiple independent tenants (and their users) to share a single
implementation of CA Service Desk Manager. Tenants cannot see or update data belonging to
other tenants, and each tenant views the CA Service Desk Manager implementation as their own.
Multi-tenancy allows tenants to share hardware and application support resources. This sharing
significantly reduces the cost of both, while retaining most of the benefits of an independent
implementation.
The following tables define and organize tenants:
ca_tenant
ca_tenant_group
ca_tenant_group_member
All other tables that may contain tenant-specific data include a tenant column that references
a row in the ca_tenant table. A NULL value in this column indicates global data.
When multi-tenancy is active, you can grant users access to view the data of all tenants or
restrict them to view data for a single tenant. The default behavior specifies that users can see
the data of all configured tenants.
Implement Tenant Restrictions in CA Service Desk Manager

Depending on the role of different user accounts, you may need to restrict the view of certain
accounts to different tenants.
Implement Tenant Restrictions in CA Service Desk Manager
To implement tenant restrictions in CA Service Desk Manager

1.
Log in to CA Service Desk Manager using a Service Provider account.

CA Service Desk Manager opens.
2.
Click Administration, Security and Role Management, Role Management, Role List.
The Role List dialog appears.
3.
Select a user role, such as the Change Manager role, and click Next.
The Manager Role Detail dialog appears.
4.
Select the information in the following fields:

Default Tenant Access
Specifies the tenant access.
Default: All Tenants
Tenant Write Access
Specifies the tenant write access.
Default: Same as Tenant Access
Update Public
Specifies whether users can update public/shared data.
Values: Yes, No
5.
Click Save.
The settings are saved and the Manager Role detail dialog closes.
6.
Log out of CA Service Desk Manager and log back in as a tenant user for the settings to take
effect.
7.
Test the multi-tenancy settings by reviewing the number of incidents. When tenant
restrictions are implemented correctly, you can only view the data for your tenant.
112 Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy
Configure CA Business Intelligence for Multi-Tenancy

The CA Service Desk Manager Universe uses the data direct ODBC driver which connects to CA
Service Desk Manager. By default, the Universe connection is configured to use a privileged user
account, such as ServiceDesk. This account is a tenant provider account and has access to all
data.
Note: To enable tenant restrictions on CA Service Desk Manager reports, modify the Universe
connection to use user credentials.
To configure multi-tenancy in CA Business Intelligence
1.
Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, Designer.

The User Identification dialog appears.
2.
Click File, Import.

The Import Universe dialog appears, as shown in the following example:
3.
Select CA Service Desk from the Available Universes list, and click OK.
4.
Click File, Parameters.
The Universe Parameters dialog appears.

5.
Click Edit.
The Edit CA Service Desk Connection dialog appears.
6.
Enter the login information for the connection to CA Service Desk Manager, such as the
ServiceDesk user, and click Test Connection.
7.
After the test connection is successful, click Next.
8.
Select Use BusinessObjects Credential mapping in the Authentication Mode drop-down list.
9.
Click Next, Finish, and OK.
10. Click File, Save.

11. Click File, Export.
The Export Universe dialog appears.
12. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects
Enterprise Central Management Console.
The Log On to the Central Management Console dialog appears.
13. Enter information into the following fields:
System
Defines the CA Business Intelligence system to log in to.
User Name
Defines the CA Business Intelligence account user name.
Password
Defines the CA Business Intelligence account password.
Authentication
Specifies the type of authentication to use.
14. Click Log In.
The Central Management Console dialog appears.
15. Select Users and Groups from the drop-down list in the upper left corner, then click User List
in the left pane.
A list of configured user and group accounts appears in the right pane, as shown in the
following example:
16. Right-click a user and select properties.

The Properties dialog appears.
Enable Database Credentials
Specifies whether to enable database credentials. Select this check box.
Configure CA Business Intelligence for Multi-Tenancy (LDAP Authentication)
Account Name
Defines the account user name.
Password
Defines the account password.
Confirm Password
Confirms the account password.
18. Click Save.
a.
Log in to InfoView using the user account that you modified in the previous step.
b.
Execute a report in either the Incidents or Requests folder.
c.
Verify that only tenant data to which this account has access appears.
Configure CA Business Intelligence for Multi-Tenancy (LDAP

Authentication)
When CA Business Intelligence is integrated with LDAP for authentication, complete these
additional steps. These steps are necessary so you do not have to update all user accounts
manually each time you log in to InfoView. The user password is verified and the database
credentials are updated to reflect future change.
To configure CA Business Intelligence for multi-tenancy using LDAP authentication
1.
Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects

2.
Enter information into the following fields:

System
User Name
Defines the CA Business Intelligence account user name.
Password
Authentication
3.
Click Log In.

4.
Select Users and Groups from the drop-down list in the upper left corner, then click LDAP in
the Authentication list.
The LDAP dialog appears, as shown in the following example:
5.
Select the Enable and Update users Data Source Credentials at logon time check box.
When you select this check box, the Account Name and Password fields are automatically
populated on the user properties after the first-time you log in to InfoView.
6.
Click Update.
The authentication changes are saved.
Chapter 6: Configuring CA
Business Intelligence with a
Replicated Reporting Database
Overview
The possibility exists that reporting activities can cause performance issues on an active instance
of CA Service Desk Manager. To help minimize this risk, we recommend that you have all
reporting activity execute on a replicated instance of the database. CA Service Desk Manager
includes CA Business Intelligence for reporting, so the risk increases. The risk increase because CA
Business Intelligence leverages the CA Service Desk Manager server object manager component
for reporting instead of using direct ODBC to the database to access the data. The data is
accessed this way to help ensure that the access permissions for a user from a reporting
perspective match the user permissions within the application. Furthermore, the replicated
instance of the database must have a unique active CA Service Desk Manager server
implementation to provide access to the report data.
By accessing the data in this way, the replication process is more complicated. The replication
process is more complicated because of the need to verify that the database replication process
does not lock the database tables that CA Service Desk Manager uses. CA Service Desk Manager
expects to have complete access to all of its tables. When CA Service Desk Manager encounters a
locked table, it remains in a hung state that can only be cleared by recycling the CA Service Desk
Manager services.
Configuration Planning
The following example illustrates how a replicated reporting implementation should appear at a
high level. Each product component appears as an individual server. However, you can configure
the individual components to have multiple servers, with each server hosting individual parts of
the components. Alternatively, a single server can host multiple components.
To help assist in addressing this complexity, some basic configuration steps are provided in the
samples\reporting directory. You can find the samples at the root of the CA Service Desk
Manager installation directory. This chapter extends the information in the samples and provides
additional details and suggestions to implement a replicated instance of CA Service Desk
Manager for reporting.
Configuration Planning
To help you plan for a successful CA Business Intelligence configuration with a replicated
reporting database, use the following information to research and gather information.
Product and Database Instances - Complete the following steps:
Verify that you have installed and configured a CA Service Desk Manager instance.
Verify that you have a CA MDB database operating on either SQL Server or Oracle.
Verify that you have a second database instance.
120 Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database
Configuration Considerations
Servers - Complete the following steps:
Verify that you have at least one server dedicated for the CA Business Intelligence
functionality.
Verify that you have a server dedicated for CA Service Desk Manager reporting.
Consider the following information for development, testing, and production

environments:
Development and Testing Environments - You can execute a collocated database

and a main instance of CA Service Desk Manager in addition to having a collocated
reporting instance of CA Service Desk Manager, CA MDB, and CA Business
Intelligence.
Production Environments - We recommend that each component resides on an

individual computer. If you use cluster technology for SQL Server, secondary servers
for CA Service Desk Manager, or configure CA Business Intelligence for higher
volumes and throughput, you can install each component of this environment
across multiple computers.
Configuration Considerations
Consider the following information when configuring CA Business Intelligence with a replicated
reporting database:
Operating Systems and Databases - The steps provided in this chapter are valid for SQL
Server 2005 and 2008, and Oracle 10G Release 2 on Windows.
Sample Configuration Only - This information is provided as a sample configuration only and
does not completely discuss all supported configurations. This information is not intended to
serve as a detailed or comprehensive guide to replicating a database. However, the steps are
applicable to most configurations. For complete details about configuring a replicated
database, see your DBMS documentation.
How to Configure CA Business Intelligence with a Replicated Reporting Database
Improper Permissions on Replicated Tables - You may encounter improper permissions on

the replicated tables. To help you set the permissions correctly, a sample SQL Server script is
included in the /samples/reporting directory in the CA Service Desk Manager installation
directory.
Merge Based Replication - Merge based replication is used for this solution. Therefore, it is
important to prevent the reporting instance of CA Service Desk Manager from updating the
replicated database. If the replicated database is updated, the results from the update
depend on the replication strategy of the DBMS vendor. If the update is not overwritten by
the replication procedure, you may need to truncate the table so it properly synchronizes
with the source database.
Important! Merge based replication is used for this solution because it does not lock the CA
MDB tables. Therefore, the replication does not interfere with the proper operation of CA
Service Desk Manager. Other forms of replication being used have resulted in CA Service
Desk Manager not working due to the database tables being locking during the replication
process.
How to Configure CA Business Intelligence with a Replicated

Reporting Database
Complete the following steps to configure CA Business Intelligence with a replicated reporting
database:
1.
Install and configure the production instance of CA Service Desk Manager (see page 123).
2.
Install a reporting database server (see page 123).
3.
How to install and configure the reporting instance of CA Service Desk Manager (see page
123). This reporting instance of CA Service Desk Manager is additionally configured to avoid
writing updates to the replicated database, which includes starting only a subset of the CA
Service Desk Manager components. This reporting instance is enabled with a process set
named OFFLINE_REPORTING.
4.
Configure and publish the replication snapshot of the production database (see page 129).
5.
Configure the reporting database to subscribe to the published replication data (see page
146).
6.
Install and configure CA Business Intelligence (see page 156). You can install CA Business
Intelligence before or after the reporting instance of CA Service Desk Manager.
7.
Configure reporting on the production instance of CA Service Desk Manager (see page 157).
Install and Configure the Production Instance of CA Service Desk Manager

The initial step when setting up the reporting infrastructure is to verify that the production
instance of CA Service Desk Manager is running and operational. After verification, you can
continue with the next step.
Install a Reporting Database Server

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

Use the following steps to install and configure the Reporting Instance of CA Service Desk
Manager.
1.
Install a primary server to act as the Reporting CA Service Desk Manager server.
Note: Do not configure the server.
2.
Using a text editor, open the NX_ROOT\pdmconf\NX.env_nt.tpl file (NX_ROOT is the

installation directory for CA Service Desk Manager) complete the following steps:
a.
#
!
#
!
Use the following sample code to verify that auditing is commented out:
Create audit log entry for field update.

@NX_AUDIT_UPD=
Create audit log entry for deletion.
@NX_AUDIT_DEL=
b.
Add the following code and parameters to the end of the

NX_ROOT\pdmconf\NX.env_nt.tpl file:
@NX_EVENT_LOG_EXCLUDE=ALL
@NX_SESSION_LOG_EXCLUDE=ALL
3.
Execute the CA Service Desk Manager Server Configuration process. During the
configuration, reference the Reporting Database Server.
4.
Using a text editor, open the NX_ROOT\pdmconf\pdm_startup file.
5.
Edit the file by changing the line [ default procset MAIN_PROCSET ] to [ default procset
OFFLINE_REPORTING ].
6.
Identify the entry [ procset OFFLINE_REPORTING ] and modify the content as follows:
[ procset OFFLINE_REPORTING ]
DBADMIN
sw_ver_ctl
bpnotify_nxd
confirm_db
nx_user
license_nxd
kt_daemon
rpc_srvr
spel_srvr
domsrvr
bpvirtdb_srvr
bop_login
webengine
wsp_domsrvr
wsp_webengine
pdm_tomcat
7.
Save and close the file.
8.
Repeat the previous steps to edit the pmd_startup file for the
NX_ROOT\pdmconf\pdm_startup.tpl file.
Repeating these steps helps ensure that future executions of the CA Service Desk Manager
Server Configuration Utility do not change these changes back to the default settings.
9.
Start the CA Service Desk Manager services.

The Reporting Instance of CA Service Desk Manager is successfully installed and configured.
Gather Files and Data from the Production Instance of CA Service Desk Manager
Use the following steps to gather files and data from the Production Instance of CA Service Desk
Manager.
1.
Log in to the primary server of the Production Instance of CA Service Desk Manager.
2.
Open a Command Prompt window.
3.
4.
Execute the following commands:

a.
pdm_extract wsptbl > wsptbl.txt
b.
pdm_extract wspcol > wspcol.txt
Copy the C:\Program Files\CA\Service Desk\site\mods directory and all files within the
directory to a temporary directory on the Reporting Instance of CA Service Desk Manager.
Note: Use a file compression product to help reduce the disk space requirement on the
Reporting Instance of CA Service Desk Manager. Do not copy the files to a temporary
directory immediately under the CA Service Desk Manager installation directory.
The files and data are successfully gathered from the Production Instance of CA Service Desk
Manager.
Set Up the Reporting Instance of CA Service Desk Manager

Use the following steps to set up the Reporting Instance of CA Service Desk Manager with any
customized changes from the Production Instance of CA Service Desk Manager.
1.
Log in to the primary server of the Reporting Instance of CA Service Desk Manager.
2.
3.
Execute the cd <directory name> command to navigate to the temporary directory that you
previously created on the Reporting Instance of CA Service Desk Manager where the
wsptbl.txt and wspcol.txt files are located (see page 125).
4.
Execute the following commands:

a.
pdm_load f wsptbl.txt
b.
pdm_load f wspcol.txt
5.
Execute the pdm_wsp command to start the Web Screen Painter.
6.
When prompted, enter your CA Service Desk Manager credentials to log in to the Web
Screen Painter.
The Web Screen Painter opens.
7.
Select Tools, Schema Designer.

The Schema Designer opens.
8.
On the left side of the page, select any table in the tree.
9.
On the right side of the page, type desc in Description field for the table.
10. Select File, Save.

11. Close the Schema Designer.
The Web Screen Painter appears.
12. Select File, Save and Publish.
13. Follow the on-screen instructions and click OK to accept the default values.
14. Close the Web Screen Painter and all associated windows that are open.
15. Return to the Command Prompt windows that you previously opened.
16. Execute the pdm_halt -w command to stop all CA Service Desk Manager services.
17. Execute the pdm_publish command to publish the CA Service Desk Manager schema
changes.
The schema is merged and the correct schema files are loaded.
18. Navigate to the CA Service Desk Manager site\mods directory and rename
NX_ROOT\site\mods to NX_ROOT\site\mods_original.
Note: In this example path, the default installation path is used.
19. Copy the site\mods directory that you copied from the Production Instance of CA Service
Desk Manager from the temporary directory to the NX_ROOT\site directory on the
Reporting Instance of CA Service Desk Manager.
A NX_ROOT\site\mods directory is created on the Reporting Instance of CA Service Desk
Manager that contains all of the customized changes from the Production Instance of CA
Service Desk Manager.
20. Using a text editor, open the NX_ROOT\pdmconf\pdm_startup file.
21. Edit the file by changing the line [ default procset MAIN_PROCSET ] to [ default procset
OFFLINE_REPORTING ].
22. Identify the entry [ procset OFFLINE_REPORTING ] and comment out the following entries by
preceding each entry with a semicolon ( ; ). After you edit the entries, they appear as
follows:
;wsp_domsrvr
;wsp_webengine
;pdm_tomcat

24. Repeat the previous steps to edit the pmd_startup file for the
NX_ROOT\pdmconf\pdm_startup.tpl file.
25. Restart the CA Service Desk Manager service.
The Reporting Instance of CA Service Desk Manager is successfully installed and configured.
Note: If you need to move new customized changes from current Production to the replicated CA
Service Desk Manager instance, repeat the steps from Install and Configure the Reporting
Instance of CA Service Desk Manager (see page 124).
Oracle Considerations
After the initial installation and configuration of CA Service Desk Manager, the CA_CONTACT and
USP_CONTACT tables may include data that the CA Service Desk Manager configuration has
added which Oracle Streams may not overwrite. To correct this situation, complete the following
steps to drop the two tables so they can be replicated correctly:
1.
Stop the CA Service Desk Manager services on the Reporting Server.
2.
Drop the CA_CONTACT and USP_CONTACT tables from the MDBADMIN schema by executing
the following SQL *Plus commands:
3.
drop table MDBADMIN.CA_CONTACT CASCADE CONSTRAINTS;
drop table MDBADMIN.USP_CONTACT CASCADE CONSTRAINTS;
Set up Oracle Stream replication from the production server to the replicated server, which
detects the dropped tables and creates and loads the contact data on the replicated
database.
Configure and Publish the Replication Snapshot of the Production Database

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

1.
Start Microsoft SQL Server Management Studio and connect to the production database
server.
Microsoft SQL Server Management Studio opens.
2.
In the tree on the left, expand the Replication node, right-click Local Publications, and select
New Publication.
The New Publication Wizard appears.
3.
Click Next to start the wizard, as shown in the following example:
4.
(Optional) If you are configuring replication on the server for the first-time, the Distributor
page appears, as shown in the following example:
5.
Specify the Production Database Server to act as its own Distributor and click Next.
6.
(Optional) If prompted, specify that the SQL Server Agent should start automatically and click
Next.
The Snapshot Folder page appears, as shown in the following example:
7.
Specify the snapshot network file share location (if known), or accept the default snapshot
location and click Next.
The Publication Database page appears, as shown in the following example:
8.
Select mdb as the database to publish and click Next.

Note: If you previously configured replication on this database server, the wizard begins on
this page.
The Publication Type page appears, as shown in the following example:
9.
Select Merge publication and click Next.

Note: When you select Merge publication, you indicate that you must verify that no updates
are made to the replication offline database because the changes are applied to the
production database. In the following steps, safeguards are implemented to help ensure that
the data integrity on the production database server is not compromised.
The Subscriber Types page appears, as shown in the following example:
10. Select the SQL Server 2005 check box and click Next.
Note: This step also applies to SQL Server 2008.
The Articles page appears, as shown in the following example:
11. Select the check box to the left of the Tables node and expand the tree.
12. Scroll in the list to the dlgtsrv and options tables, as shown in the following example:
13. Clear the check boxes for both the dlgtsrv and options tables.
14. Clear the check boxes for the ebr_fulltext, ebr_fulltext_adm, and ebr_synonyms tables.
Replication interferes with the functioning of Knowledge indexing utility (pdm_k_reindex).
15. Clear the check boxes for the ci_twa_ci table.
Important! This step is necessary due to a limitation of SQL Server replication for tables with
more than 240 columns.
16. Collapse and select the Tables node, select the Article Properties drop-down on the right,
and select the Set Properties for All Table Articles option, as shown in the following example:
The Properties for All Table Articles dialog appears, as shown in the following example:
17. Click the Properties tab, scroll to the Copy Objects and Settings to Subscriber section, and
complete the following steps:
Copy user triggers
Help ensure that SQL triggers take no additional actions on the reporting database. Set
this property to False.
Copy collation
Required to integrate with CA Service Catalog. Set this property to False.
Copy permissions
Prevent the requirement for the SQL script to correct table permissions on the
replicated CA MDB that is in the samples\reporting directory of the CA Service Desk
Manager server installation. Set this property to True.
18. Scroll to the Destination Object section of the page, as shown in the following example:
19. Select the Synchronization direction property and change the value to Download-only to
Subscriber, allow Subscriber changes.
Note: This property setting helps ensure that data from the reporting database is not applied
to the production database. The allow Subscriber changes option helps reduce the chance of
failure for any applications on the reporting database server that may have to update a
specific replicated table.
20. Click OK.
21. Click Next in the wizard.
The Article Issues page appears, as shown in the following example:
22. Click Next to allow the publication process to add a unique identifier column to each table.
The Filter Table Rows page appears, as shown in the following example:
23. Accept the default values on the page and click Next.
The Snapshot Agent page appears, as shown in the following example:
24. Select the Create a snapshot immediately check box and click Next.
Note: If you must update the snapshot properties, clear both check boxes on this page and
click Next. Scheduling the snapshot agent to execute on a regular basis should not be
required.
The Agent Security page appears, as shown in the following example:
25. Click the Security Settings button.

The Snapshot Agent Security page appears, as shown in the following example:
26. Select the Run under the following Windows account option, specify the domain user
account details that must access the snapshot file location, and click OK.
Note: Although it is not a best practice, for testing purposes you can use a local
administrator account that has access to the replication snapshot shared folder. Do not
change the Connect to the Publisher option and accept the default value to impersonate the
process account.
The Agent Security page appears, as shown in the following example:
27. Click Next to continue.

The Wizard Actions page appears, as shown in the following example:
The Complete the Wizard page appears, as shown in the following example:
29. Specify a name for the publication and click Finish.

The publishing process takes time to create the columns in the tables and take a snapshot.
When the process is complete, a Success confirmation page appears, as shown in the
following example:
30. Click Close.
31. Open Microsoft SQL Server Management Studio, expand the Replication node, and view the
created publication under the Local Publications node, as shown in the following example:
The replication snapshot of the production database is configured and published.

Update a Publication
After you create a snapshot, you can update the Publication definition to specify the correct UNC
path location to store the snapshot files.
Before you begin, verify that you have created a file share that is accessible from both database
servers for storing the snapshot files. In addition, provide read/write permissions to the share
and folder for the replication domain user that is used to execute the snapshot creation process.
To update a publication
1.
Start Microsoft SQL Server Management Studio and connect to the production database
server.
2.
In the tree on the left, expand the Replication, Local Publications nodes, right-click the
publication that you created, and select Properties.
Note: If you change a property that requires the regeneration of the snapshot, you are
prompted to regenerate the snapshot.
The Publication Properties Wizard appears, as shown in the following example:
3.

a.
In the tree on the left, click Snapshot.
b.
Clear the Put files in the default folder check box.
c.
Select the Put files in the following folder check box.
d.
Specify the path to the file share, or click Browse to navigate to the My Network
Places folder structure to locate the shared folder.
4.
When you select or specify the file share location, you return to the Snapshot Details page.
This page displays the selected UNC path location for the snapshot files.
5.
In the tree on the left, navigate to Publication Access List.

The Publication Properties page appears and displays the list of SQL login identifiers that can
access the publication, as shown in the following example:
6.
Click Add.
The replication domain account is added.
7.
Click OK.
The Publication Properties dialog appears, as shown in the following example:
8.
Click Yes.
The property changes are saved and the snapshot is regenerated.
Configure the Reporting Database to Subscribe to the Published Replication Data

At this point, you establish a subscription on the reporting database server to the published
replication database that was configured on the production database server in the previous step.
To configure the reporting database to subscribe to the published replication data
1.
Start Microsoft SQL Server Management Studio and connect to the reporting database
server.
2.
In the tree on the left, expand the Replication node, right-click Local Subscription, and select
New Subscriptions.
The New Subscription Wizard appears.
3.
Click Next to start the wizard, as shown in the following example:
The Publication page appears, as shown in the following example:
4.
Select <Find SQL Server Publisher> in the Publisher drop-down list.

The Connect to Server dialog appears, as shown in the following example:
5.
Specify the production database server name, provide the appropriate login credentials, and
click Connect.
The Publication page appears and displays all available publications on the database server,
as shown in the following example:
6.
Select the publication that was previously configured and click Next.
The Merge Agent Location page appears, as shown in the following example:
7.
Verify that the Run each agent as its Subscriber (pull subscriptions) option is selected and
click Next.
The Subscribers page appears, as shown in the following example:
8.
Verify that the mdb is selected as the subscription database and click Next.
The Merge Agent Security page appears, as shown in the following example:
9.
Click the button to the right of the Connection to Subscriber column.

The Merge Agent Security dialog appears, as shown in the following example:
10. Specify the security credentials for the Merge Agent and click OK. This step includes
specifying the replication domain account to use to execute the merge job.
The Merge Agent Security page appears.
11. Click Next to continue.
The Synchronization Schedule page appears, as shown in the following example:

a.
Click the Agent Schedule column.
b.
Select <Define a Schedule> in the drop-down list.
c.
Based on your reporting requirements, select a schedule.
Note: If you need real-time data in your reports, select Run continuously. Use caution when
selecting this option, as system performance may be negatively impacted.
13. Click Next.
The Initialize Subscriptions page appears, as shown in the following example:
The Subscription Type page appears, as shown in the following example:
15. In the Subscription Type column, select Client from the drop-down list and click Next.
The Wizard Actions page appears, as shown in the following example:
16. Verify that the Create the subscription(s) check box is selected and click Next.
The Complete the Wizard page appears, as shown in the following example:
17. Verify the subscription settings and click Finish.

The Creating Subscription(s) page appears, as shown in the following example:
18. After the subscription is successfully created, click Close.

The reporting database is configured to subscribe to the published replication data.
Troubleshoot Table Permissions in the Replicated Database
If you receive any errors with the table permissions in the replicated CA MDB database, you can
execute the /samples/reporting/Perm_all_tables_sql.sql script to grant permissions to all of the
tables. You can copy this script from the production system.
This step should not be necessary, due to how the snapshot is created. However, you can
confirm that role security is enabled and that the SQL script is not necessary by completing these
steps.
To configure SQL Server to receive replicated data from the production CA MDB database
1.
Start Microsoft SQL Server Management Studio.
2.
Log in using an account that has Microsoft SQL Server administration permissions.
3.
Browse to the Databases folder.
4.
Click the plus sign next to the mdb database.
5.
Browse to the Security, Roles, Database Roles folder.
6.
Double-click the service_desk_admin_group role.

The Database Role Properties dialog appears, as shown in the following example:
7.
In the tree on the left side of the page, click Securables.
8.
Verify that the call_req table appears in the Securables list and permissions are granted on
the Explicit tab.
You do not have to execute the SQL script. The replicated SQL Server database is configured
to receive replicated data from the production CA MDB database.
Install and Configure CA Business Intelligence

In this step to configure CA Business Intelligence with a replicated reporting database, you install
and configure CA Business Intelligence. Complete this step before or after the reporting instance
of CA Service Desk Manager is installed. For more information about how to install and configure
CA Business Intelligence, see Install CA Business Intelligence (SQL Server) (see page 44).
Considerations
Configure Reporting on the Production Instance of CA Service Desk Manager

In this step to configure CA Business Intelligence with a replicated reporting database, the
replication should be operational. The CA Business Intelligence instance should use ODBC to
point to the offline reporting instance of CA Service Desk Manager. The displayed data only
changes if the replication has successfully pulled the data over from the production CA Service
Desk Manager database.
To configure reporting on the production instance of CA Service Desk Manager
1.
On the production instance of CA Service Desk Manager, log in to CA Service Desk Manager.
2.
Click the Administration tab.

The Administration console appears.
3.
Select Administration, Options Manager.
4.
Update all three options for web reporting, verifying that the offline CA Business Intelligence
Reporting Server is used where appropriate.
Considerations
Consider the following information when working with replicated databases:
Web Screen Painter (see page 157)
Sharing the CA MDB with Other CA Technologies Solutions (see page 164)
Archiving (see page 165)
Web Screen Painter

When schema or Majic adaptations are made to the production instance of CA Service Desk
Manager, consider the following information:
Any schema or Majic changes made to the production instance of CA Service Desk Manager
must also be applied to the reporting instance of CA Service Desk Manager.
The Web Screen Painter Schema Designer utility fails with a database error when attempting
to extend the schema to accommodate new columns in existing tables and when adding new
tables.
Considerations
Update the Schema and Add a New Table

When updating the schema to add a new table, publish to the CA Service Desk Manager schema
using the standard processes. After the schema modification processes are complete, restart the
Snapshot Agent.
To update the schema and add a new table
1.
Start the Microsoft SQL Server Management Studio.
2.
Log in with an account that has Microsoft SQL Server administration rights.
3.
Navigate to the Replication, Local Publications folder.
4.
Right-click the publication and select View Snapshot Agent Status.

The View Snapshot Agent Status page appears, as shown in the following example:
5.
Wait until the agent completes and click the Start button.
Update the Schema and Add New Columns for Existing Tables
After updating the schema to add new columns to existing tables and before you execute the CA
Service Desk Manager pdm_publish utility, verify that the command line screen buffer is
increased so that all error messages are captured.
Considerations
To increase the command line screen buffer

1.
2.
Right-click the title bar and select properties.

The Command Properties dialog appears, as shown in the following example:
3.
Click the Layout tab.
4.
Change the Screen Buffer Height value to 600.
5.
Click OK.
The new schema modifications can be published to the CA Service Desk Manager schema
using the pdm_publish process. For information about how to use the pdm_publish process,
see the CA Service Desk Manager Administration Guide.
Considerations
How to Troubleshoot SQL Server Errors

When updating the schema and adding new columns for existing tables, you receive many SQL
Server errors for each new column that is added. Messages appear similar to the following
example:
ERROR 21050 [Microsoft OLE DB Provider for SQL Server] [ SQL Code=21050 SQL
State=42000] Only members of the sysadmin fixed server role or db_owner fixed
database role can perform this operation. Contact an administrator with
sufficient permissions to perform this operation.
1 column(s) added successfully
The errors occur because SQL Server attempts unsuccessfully to add the columns to the
replicated articles. To troubleshoot SQL Server errors, complete the following steps:
1.
Reinitialize the subscriptions (see page 160)
2.
Reinitialize the subscriber (see page 162)
3.
Verify the subscription status (see page 163)
Reinitialize the Subscriptions

In this step to troubleshoot SQL Server errors, you reinitialize the subscriptions using Microsoft
SQL Server Management Studio.
To reinitialize the subscriptions
1.
Start the Microsoft SQL Server Management Studio and connect to the reporting database.
2.
Considerations
3.
4.
Right-click the publication and select Properties.

The Publication Properties dialog appears, as shown in the following example:
5.
In the tree on the left, select Articles.
6.
Scroll in the list to the name of the table that you attempted to update.
Note: Refer to the error messages viewed previously for the complete list of tables and
columns to update.
Considerations
7.
Select the check box next to each column to replicate.
8.
Click OK.
The Reinitialize Subscriptions dialog appears, as shown in the following example:
9.

a.
Select the Generate the new snapshot now check box.
b.
Select the Upload unsynchronized changes before reinitialization check box.
c.
Click the Mark for Reinitialization button.
The subscriptions are reinitialized.

Reinitialize the Subscriber
In this step to troubleshoot SQL Server errors, you reinitialize the subscriber using Microsoft SQL
Server Management Studio.
To reinitialize the subscriber
1.
2.
Considerations
3.
4.
Right-click the subscriber and select Reinitialize.
5.
Verify that you want to reinitialize the subscriber.

The subscriber is reinitialized.
Verify the Subscription Status

In this step to troubleshoot SQL Server errors, you verify the subscription status using Microsoft
SQL Server Management Studio.
To verify the subscription status
1.
2.
Considerations
3.
Navigate to the Replication, Local Subscriptions folder.
4.
Right-click the subscription and select View Synchronization Status.

The View Synchronization Status dialog appears, as shown in the following example:
5.
Review the current synchronization progress of the subscription.

The subscription status is verified.
Sharing the CA MDB with Other CA Technologies Solutions

When sharing the CA MDB with other CA Technologies solutions, consider the following
information:
A patch for CA Service Desk Manager to help ensure that the MDB installation and upgrade
process works properly on an MDB having Merge Replication configured is available on the
CA Support website at http://ca.com/support.
Exclude all tables from the replication process that begin with tng and wv. Tables beginning
with tng and wv result in errors with the replication snapshot process.
Considerations
Exclude the usd_class_versions table from the snapshot articles when the MDB are shared
with other CA Technologies solutions. When the CA MDB is shared, including the
usd_class_versions table in the snapshot articles results in errors.
When you include a table in snapshot articles and you receive an error that is related to that
table when generating the snapshot, the first step to troubleshoot is to exclude the table
from replication.
(CA Service Catalog Integration) CA Service Catalog requires that the Copy Collation
parameter is set to true for all snapshot articles.
All tables specific to CA IT Client Manager must be excluded from replication. The tables that
are shared with CA Service Desk Manager may be included in the replication configuration.
However, this means that you must configure the removal of these shared tables from the
CA IT Client Manager internal replication mechanism. For more information about the
internal replication functionality, see your CA IT Client Manager documentation.
Additional replication configuration details when sharing the MDB with other CA
Technologies solutions are available on the CA Support website at http://ca.com/support.
Archiving
When archiving, you typically want to verify that the performance of your production server is as
optimal as possible. To help increase performance, you can implement an archive policy. The
policy can gather and put aside closed records from the production database that are older than
a certain amount of time. However, you may have requirements to report on records over a
longer time period, beyond the records that remain in the production database.
Implement an Archive Policy to Ignore Data Delete Requests
When archiving, you can use a previous feature and have the replication process ignore data
delete requests. When you use this feature, you can allow the production database to be cleared
and optimized, while still permitting reporting to continue over a more complete set of records.
To implement an archive policy that ignores data delete requests
1.
Open a browser and navigate to http://msdn.microsoft.com/en-us/.

The MSDN Developers website opens.
2.
At the top of the page, click Library.
Considerations
3.
On the left, search for Specify that Deletes should not be tracked for merge articles.
The search results appear.
4.
Click the appropriate article in the search results.

Note: Multiple articles appear in the search results. Verify that you select the correct article
and that the article title appears as How to: Specify That Deletes Should Not Be Tracked for
Merge Articles (Replication Transact-SQL Programming).
5.
Complete the instructions that are documented in the article.
When you do not want to implement this feature, perform some replication programming using
the DeleteHandler method as part of the Business Logic Handler functionality. Complete the
previous steps and search for Implement a Business Logic Handler for a Merge Article. Verify that
the article title appears as How to: Implement a Business Logic Handler for a Merge Article
(Replication Programming). Complete the instructions that are documented in the article.
Chapter 7: Upgrading
Overview
You can upgrade the Business Intelligence content and system data from BusinessObjects
Enterprise XI Release 2 to BusinessObjects Enterprise XI 3.1. Before you begin, understand the
difference between upgrading and other software update options, such as migration and
importing.
Upgrading means replacing components and files from the existing BusinessObjects
Enterprise XI Release 2 installation with components and files from BusinessObjects
Enterprise XI 3.1.
Importing means copying reports, report instances, users, groups, Universes, Universe
connections, and other objects from one BusinessObjects Enterprise deployment to another.
Migration means moving the complete CA Business Intelligence infrastructure to new clean
system.
Your available upgrade options depend on your current deployment and your preferred method
of updating.
How to Upgrade to BusinessObjects XI Release 3.1

Important! Before you upgrade, back up your system. If your server is operating on Windows
2003 Service Pack 1 or Service Pack 2, verify that you have downloaded and installed the
Microsoft Windows 2003 Server operating environment patch KB925336. For information about
how to install this environment patch, see How to Configure SQL Server as the CMS Database
(see page 40).
Complete the following steps to upgrade to BusinessObjects XI Release 3.1:
1.
Upgrade the BusinessObjects installation (see page 168).
2.
Configure the CA Business Intelligence installation (see page 173).
3.
Verify that CA Service Desk Manager works correctly (see page 175).
4.
Verify that CA Business Intelligence Release 3 works correctly (see page 175).
5.
Review the installation log files (see page 178).
6.
Uninstall the previous version of CA Business Intelligence. For more information about how
to uninstall CA Business Intelligence, see the CA Business Intelligence Implementation Guide.
Upgrade the BusinessObjects Installation

The CA Business Intelligence Installer guides you through the upgrade process for your
BusinessObjects installation. If the upgrade detects an existing BusinessObjects Enterprise XI 3.x
installation, you cannot continue until the solution has been successfully uninstalled. For more
information about how to uninstall CA Business Intelligence, see the CA Business Intelligence
Implementation Guide.
To upgrade the BusinessObjects installation
1.
Insert the installation media for CA Business Intelligence into the drive on the computer.
double-click the cabiinstall.exe file from the root directory of the installation media to start
the installation.
2.
Select English as the language for the upgrade and click Next.
3.
Accept the license agreement and click Next.

4.
Select the Yes option button to install the sample database and templates, and optionally
change the location to where the response file is installed. The default installation location
for the response file is C:\Program Files\CA\SC\CommonReporting3\cabiresponse.ine.
5.
Click Next.
6.
Select Yes if you want to save the CA Business Intelligence response file, otherwise select No.
168 Chapter 7: Upgrading
7.
8.
(Optional) If you select Yes in the previous step, enter the response file name and the
directory where the response file is created. The following information provides the default
response file locations:
(Windows 32-bit computers) C:\Program Files\CA\SC\CommonReporting3
(x64 computers) C:\Program Files X(86)\CA\SC\CommonReporting3
Click Next.
9.
Click Install.
The CA Business Intelligence Setup Introduction dialog appears.

The Choose Language Packs Dialog appears, as shown in the following example:
12. Select the language packs that you want to install, and click Next.
The BusinessObjects Enterprise Upgrade dialog appears.
13. Select Yes, perform an upgrade installation, and click Next.
The Select Existing Database dialog appears.
14. Select the database type, and based on your selected database, enter the database
information.
15. (Optional) If you want to copy data from an existing SQL Server database, select SQL Server
(ODBC) and click Browse, as shown in the following example:
The SQL Server Logon dialog appears.

16. Select the data source name, enter the login ID and password, select the database, and click
Next.
The Existing CMS Database Information for Upgrade dialog appears again.
17. Click Next.
The Install Type Dialog appears, as shown in the following example:
18. Enter a CMS port number and click Next.

port number.
The Server Components Configuration dialog appears.
19. Enter your existing BusinessObjects Enterprise CMS, the administrator password, confirm
the password, and click Next.
20. Enter the Server Intelligence Agent node name and port number.
port number.
21. Click Next.

The SQL Server Logon dialog appears, as shown in the following example:

a.
Select the data source name.
b.
Enter the login ID and password.
c.
Select the database.
d.
Click OK.
The Web Application Server dialog appears.

23. Accept the default values and click Next.
Note: The default values are acceptable for most installations.
The Configure Tomcat dialog appears.
24. (Optional) Update the port numbers and click Next.

Note: The default connection port number is 8085, the default shutdown port number is
8086, and the default redirect port number is 8443. When implementing an integrated
environment with two or more CA Technologies solutions, verify that you do not have any
conflicts with these port numbers.
The Start Installation dialog appears.
25. Click Next.
When the installation has finished, the CA Business Intelligence has been successfully
installed dialog appears.
26. Click Finish.
The Install Complete dialog appears.
27. Click Done to restart your system.
The upgrade is complete after restarting your system.
Note: After the installation, two instances of BusinessObjects XI appear on your system. The
previous instance is disabled. Do not uninstall the previous instance until you have made the
necessary changes to the file repository servers (input/output). For more information about the
necessary changes to the file repository servers, see the CA Business Intelligence Implementation
Guide and search for Repoint the File repository Servers.
Configure the CA Business Intelligence Installation

After you have successfully upgraded the BusinessObjects installation, configure your CA
Business Intelligence installation so that it works properly.
Note: This Green Book assumes that CA Service Desk Manager is installed on the same node as
CA Business Intelligence.
To configure the CA Business Intelligence installation

1.
installation.
The CA Service Desk Manager Installation Menu dialog appears.
2.
Click the Product Installs tab and click the CA Business Intelligence Configuration link.
The CA Service Desk Manager Component Installer Wizard dialog appears.
3.

BI Admin User Name
Defines the CA Business Intelligence administrator account user name.
BI Admin Password
Defines the CA Business Intelligence administrator account password.
Defines the CA Business Intelligence administrator account user name.
Defines the CA Business Intelligence administrator account password
Create Default Users
Specifies if you want to create default user accounts.
4.
Click Finish.
The installation begins.
5.
Click OK in the All tasks have finished successfully message dialog.
Verify that CA Service Desk Manager Works Correctly

After you have successfully upgraded the BusinessObjects installation, verify that CA Service Desk
Manager works correctly by completing the following steps:
Verify the Analyst login (see page 175)
Verify the Customer login from the CA Service Desk Manager Self Service Interface (see page
175)
Verify the automated task functionality (see page 175)
Verify the Analyst Login

In this step, you log in to the CA Service Desk Manager Self Service Interface as an Analyst. This
step helps you verify that the product was successfully installed and is ready to use.
Verify the Customer Login from the CA Service Desk Manager Self Service Interface
In this step, you log in to the CA Service Desk Manager Self Service Interface as an Employee or
Customer. This step helps you verify that the product was successfully installed and is ready to
use.
Verify the Automated Task Functionality
In this step, you verify the automated task functionality. This step helps you verify that the
product was successfully installed and is ready to use.
Verify that CA Business Intelligence Release 3 Works Correctly

After you have successfully upgraded the BusinessObjects installation, verify that CA Business
Intelligence Release 3 works correctly by completing the following steps:
1.
Verify the CA Service Desk Manager functionality (see page 176)
2.
Test the connection to CA Service Desk Manager (see page 177)
3.
Export the Universe (see page 178)
Verify the CA Service Desk Manager Functionality

After you have successfully upgraded the BusinessObjects installation, verify the CA Service Desk
Manager functionality. This step helps you verify that product was successfully installed and is
ready to use.
To verify the CA Service Desk Manager functionality
1.
Start InfoView.
2.
Enter your user name and password, and click Log In.
The Folders dialog appears, as shown in the following example:
3.
Expand Public Folders, CA Reports.
4.
Verify that the CA Service Desk folder exists in the CA Reports folder.
5.
Expand CA Service Desk.
6.
Verify that the MSP Reports and Support automation folders exist in the CA Service Desk
folder.
7.
Open the Universe Designer.

The Universe Designer dialog appears.
8.
Click File, Import on the toolbar.

The Import Universe dialog appears.
9.
Select Folder, universe and Import Folder, and click OK.

The Universe is imported.
10. Click File, Export on the toolbar.

11. Select the domain and groups to assign to the exported Universe, and click OK.
12. Use Windows Explorer to verify that the Universe exists.
Note: The default location where you can verify the Universe is C:\Documents and
Settings\<logged in user>\Application Data\Business Objects\Business Objects
<version>\Universes\@<server name>\CA Universes\CA Service Desk.unv.
Test the Connection to CA Service Desk Manager
After you have successfully upgraded the BusinessObjects installation, verify the CA Service Desk
Manager connection. This step helps you verify that product was successfully installed and is
ready to use.
To test the connection to CA Service Desk Manager
1.
Click File, Parameters on the Universe Designer toolbar.

The Edit CA Service Desk Connection dialog appears.
2.
Click Next.
The Edit CA Service Desk Connection Login Parameters dialog appears.
3.
Enter the password, and click Next.

The Test the Connection dialog appears with the message The server is responding!
4.
Click OK.
Export the Universe

After you have successfully tested the connection to CA Service Desk Manager, export the
Universe. This step is necessary due to the password being changed during the verification
process.
To export the Universe
1.
Click File, Export on the Universe Designer toolbar.

A warning dialog appears, informing you that the Universe is saved before being exported.
2.
Click Continue.
3.
Select the domain CA Universes and groups to assign to the exported Universe, and click OK
The Universe is exported.
Review the Installation Log Files

During the upgrade to BusinessObjects XI Release 3.1, you can view the log files to see the details
of the installation process. The log files can be used as a reference or to troubleshoot installation
errors. We recommend that you review these files to help ensure that all components are
installed correctly in the correct locations.
CA Business Intelligence and BusinessObjects Enterprise log files are located in the following
directories:
Navigate to the top level of the CA Business Intelligence installation directory and search for
ca-install.log and CA_Business_Intelligence_InstalllLog.log.
BusinessObjects Enterprise
C:\Program Files\CA\SC\CommonReporting3\BusinessObjects Enterprise 12.0\logging
Chapter 8: Managing
Authentication and Security
CA Business Intelligence Security
CA Business Intelligence security involves both the authentication and authorization of users. The
CA Business Intelligence and CA Service Desk Manager integration supports different
authentication methods. Authentication is the process of verifying the identity of a user who
attempts to log in to the system.
Authentication Methods
The following table lists the authentication methods that are supported in CA Business
Intelligence, the Central Management Console, and InfoView:
Enterprise Authentication
Windows NT authentication
Lightweight Directory Access Protocol

(LDAP) authentication
Windows AD authentication
Trusted Authentication
Central Management Console and InfoView
Windows Active Directory with Kerberos

authentication
LDAP authentication
Enterprise Authentication
Trusted Authentication
Note: A user can configure Windows NT authentication for CA BusinessObjects Enterprise, and
custom applications through the Central Management Console. However, the Central
Management Console and InfoView do not support Windows NT authentication. The Central
Management Console and InfoView do not support Windows Active Directory authentication
with NT LAN Manager.
The default authentication method that is used for the CA Service Desk Manager integration is
Trusted Authentication. With this authentication method, BusinessObjects XI trusts CA Service
Desk Manager and authenticates the users. After you log in to CA Service Desk Manager,
BusinessObjects XI will not ask you to reenter your authentication details. Instead, your user
name is verified against the Central Management Console database.
The BusinessObjects XI authentication process uses the security plug-ins that are installed with
the product. These plug-ins expand and customize the ways in which BusinessObjects Enterprise
authenticates users. Security plug-ins simplify account creation and management, by allowing
you to map user accounts and groups from third-party products into BusinessObjects Enterprise.
Each security plug-in acts as an authentication provider that verifies the user credentials against
the appropriate user database.
The following dynamic-link libraries are associated with the individual security plug-ins:
Enterprise: secEnterprise.dll
LDAP: secLDAP.dll
Windows Active Directory: secWinAD.dll
You can use the following authentication methods to integrate CA Business Intelligence with CA
Service Desk Manager:
Trusted Principal Authentication
LDAP authentication
Configure Trusted Principal Authentication

Trusted Principle Authentication allows BusinessObjects XI to trust CA Service Desk Manager and
will not authenticate the users after they log in to CA Service Desk Manager. This method only
verifies that the user name is valid and provides access to reports depending on the rights
specified in the Central Management Console and CA Service Desk Manager.
180 Chapter 8: Managing Authentication and Security
To configure Trusted Principal Authentication

1.

2.

System
User Name
Defines the CA Business Intelligence account user name. Log in as administrator.
Password
Authentication
3.
Click Log In.

4.
Select Users and Groups from the drop-down list in the upper left corner, click User List in
the left pane, and click Manage, New, New User on top of the left pane.
The New User dialog appears.
5.

Authentication Type
Specifies the CA Business Intelligence authentication type (for example, Enterprise).
User Name
Defines the CA Business Intelligence account user name. Use ServiceDesk as the name of
the account.
Password
Defines the CA Business Intelligence account password. Use the same password as the
ServiceDesk account in CA Service Desk Manager.
Authentication
Confirms the CA Business Intelligence account password.
6.
Click Save.
Important! BusinessObjects XI does not authenticate users after Trusted Principal
Authentication is enabled. However, if you will log in to InfoView directly, the password
must match the password that CA Service Desk Manager uses.
7.
Click User List in the left pane, select ServiceDesk in the right pane, and click the Member Of
tab.
The Member Of dialog appears, as shown in the following example:
8.
Click Join Group above the list of groups.

The Join Group dialog appears, as shown in the following example:
9.
In the list of available groups, click Administrators, press and hold the Ctrl key while clicking
CA Universe developer, click the > button to the right of the group list, and click OK.
The ServiceDesk account is added to the Administrators and CA Universe Developer groups.
10. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, InfoView.
User Name
Defines the CA Business Intelligence account user name. Log in as ServiceDesk.
Password
Defines the CA Business Intelligence account password. Enter the password for the
Enterprise ServiceDesk account.
12. Click OK.

The InfoView dialog appears.
13. In the left pane, click Document List, CA Reports, CA Service Desk, Asset.
A list of assets appears in the right pane.
14. To verify that the report is executing, right-click Asset List, View as shown in the following
example:
The Asset List report appears.

15. Log in to CA Service Desk Manager as an Administrator.
CA Service Desk Manager opens.
16. Navigate to the Administration tab and select the Options Manager, Web Report node.
The Options List appears in the right pane.
17. Install the following options:

bo_server_auth
Select secEnterprise from the drop-down list and click Install.
bo_server_cms
Specify the CA Business Intelligence CMS server and port number (for example,
servername: 6400).
bo_server_location
Specify the CA Business Intelligence server location and Tomcat port number (for
example, http://servername:8090).
18. Restart the CA Service Desk Manager Service.
19. Click Start, All Programs, BusinessObjects XI 31, BusinessObjects Enterprise, BusinessObjects
System
User Name
Password
Authentication
21. Click Log In.

22. Select Authentication from the drop-down list in the upper left corner, click Enterprise.
The Enterprise dialog appears.
23. Select the Trusted Authentication is enabled check box, enter the correct value in the Shared
Secret field, and click Update.
The Enterprise dialog closes.
\CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF directory.
25. Using a text editor, open the WEB.XML file.
26. Edit the file based on the information in the following table:
Parameter Name
Opendoc.cms.default
Hostname:
port of your
CMS
Type the appropriate host name and port

number of your BusinessObjects Central
Management Server
Opendoc.siteminder.enabled
true
false
Opendoc.sso.enabled
false
true
Opendoc.trusted.auth.user.retr (blank)
ieval
REMOTE_USER
Sample:
<context-param>
<param-name> Opendoc
.trusted.auth.user.retrieval
</param-name>
<param-value>
REMOTE_USER </param-value>
</context-param>
Opendoc.trusted.auth.user.par (blank)
am
(blank)
Opendoc.trusted.auth.shared.s (blank)
ecret
(blank)

The changes to the WEB.XML file are saved.
28. Use the Central Configuration Manager (Start, Programs, BusinessObjects XI 3.1,
BusinessObjects Enterprise) to restart the CA Business Intelligence Tomcat server (for
example, Apache Tomcat 5.5.20).
NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd directory.
30. Using a text editor, open the TrustedPrincipal.conf file.
31. Add the line SharedSecret=xxxxx (Where xxxxx is the shared secret as entered in the CMC).
33. Use the Windows Services Control Panel to restart the CA Service Desk Manager Service.
Configure LDAP Authentication
CA Business Intelligence can integrate with the following LDAP servers to import user
information.
Active Directory
Novell eDirectory
Sun Directory Server
Lotus Domino Directory
IBM Directory Server
Oracle Internet Directory
In addition to the standard LDAP servers, you can use the custom option to define custom
attributes and integrate with any LDAP server.
Important! Set the user id/System Login to CA Service Desk Manager contacts to match the
Account Name of BusinessObjects XI users. Otherwise, the integration will not work.
To configure LDAP authentication

1.

2.

System
User Name
Password
Authentication
3.
Click Log In.

4.
Select Authentication from the drop-down list in the upper left corner.
5.
Click LDAP.
The LDAP dialog appears.
6.
Click Start LDAP Configuration Wizard.

The LDAP Configuration Wizard starts.
7.
In the Add LDAP host field, enter the host name and LDAP port number separated by a
colon, and click Next.
The next page of the LDAP Configuration Wizard appears.
8.
In the LDAP server Type drop-down list, select Microsoft Active Directory Application Server,
and click Show Attribute Mappings to display the LDAP server attributes.
The LDAP Server Attributes Mappings page of the wizard appears, as shown in the following
example:
9.

User Name
Defines the LDAP user name.
Default: cn
Value: sAMAccountName
User Search Attribute

Defines the LDAP user search attribute.
Default: cn
Value: sAMAccountName
10. Click Next.
The next page of the LDAP Configuration Wizard appears, as shown in the following
example:
11. In the Base LDAP Distinguished Name field, enter the search base and click Next.
example:
12. Enter the CN or DN of a user with administrator rights on the LDAP, and click Next.
Note: LDAP Referral Credentials are required only if referrals are configured in the active
directory.
13. Select Basic (No SSL) for Type of SSL authentication, and click Next.
14. Select Basic (no SSO) for LDAP authentication, and click Next.
example:
15. Under the Alias Updates Options section, select the Create new aliases when the Alias
update occurs option, and click Finish.
The LDAP Configuration Details page appears, as shown in the following example:
16. (Optional) If the Universe connection is configured to use the Database Credentials that are
associated with a specific user, as opposed to a generic user such as ServiceDesk, select the
Enable and update users Data Source Credentials at logon time option.
Note: When you select this option, the Active Directory credentials for the user are
populated after the first-time the user logs in to InfoView.
17. Add the cn or dn of the Active Directory group to map and click Add.
Note: You can add multiple Active Directory groups. However, we recommend that you have
a single group mapped to prevent performance issues while authenticating.
The next page of the LDAP Configuration Details dialog appears, as shown in the following
example:

a.
Select the Give LDAP attribute binding priority over AD attribute binding option,
and click Update.
All the users from the mapped groups are imported into the Central Management
Console. After you import the users, add them to the default BusinessObjects XI groups
to activate additional reports rights.
b.
Select Users and Groups from the drop-down list in the upper left corner and click
User List in the left pane. Then, right-click a user and select Member of.
The Member of dialog appears.
19. In the list of available groups. click CA Reports Admin, press and hold the Ctrl key while
clicking CA Reports Author and CA Reports Viewer, click the > button to the right of the
group list, and click OK.
You can use the new account to log in to InfoView using LDAP authentication and view
reports.
20. In CA Service Desk Manager, change the BO_Server_Auth to secLDAP and restart the
services.
Security Recommendations
Consider the following recommendations to help secure BusinessObjects:
Administrator Account Password. Change the administrator account password to a complex

password. Do not use the administrator user for day-to-day administrative tasks, and secure
this user name and password.
Important: The administrator account password is blank by default.
Guest Account. Disable the guest account. The guest account allows anonymous access to
the operating environment. Disable this account to help ensure that all users log in using a
named account. By following this recommendation, you also help ensure that auditing
functions effectively.
Operating Environment Administration Users. Create operating environment administration

users. As the operating environment administrator, create named users for each
administrator and add them to the Administrators group. Use these user accounts instead of
the default administrator account to help ensure that actions are logged correctly.
Everyone Group. Remove rights from the Everyone group. By default, members of this group
have rights to view many objects in the system. To implement a shared secured
environment, do not provide this group with rights by default; but rather through a group
membership. Complete the following steps:
a.
In the Central Management Console, click Settings, Rights at a global level for
content objects.
Default rights are set to No Access for all objects in the system.
b.
Assign the Everyone group the Inherited Rights role for groups, users, server
groups, servers, categories, calendars and events.
The Everyone group does not appear in the rights list. The group effectively has no
rights by inheritance.
c.
Assign the Everyone group the No Access role for Universes and Universe
connections.
d.
Set the Everyone group to have Not Specified for all advanced rights that are denied
to regular users for applications such as the Central Management Console,
Designer, or InfoView.
Password Settings in the Central Management Console. Define Password settings in the
Central Management Console, Authentication dialog. The password policy covers certain
properties, such as password expiration rules and force password length.
Note: The operating environment does not differentiate uppercase and lowercase for user
and group names. For more information about setting rights and managing users and
groups, see the CA Business Intelligence Implementation Guide.
Rights
Rights are the base units to control user access to the objects, users, applications, servers, and
other features in BusinessObjects Enterprise. Rights have an important role to secure the system
by specifying the individual actions that users can perform on objects. In addition to allowing you
to control access to your BusinessObjects Enterprise content, rights allow you to delegate user
and group management to different departments. You can also provide users with administrative
access to servers and server groups.
You set rights on objects such as reports and folders rather than on the principals (the users and
groups) who access them. To allow a manager access to a particular folder, for example, you add
the manager to the access control list (the list of principals who have access to an object) for the
folder (Folders area). You cannot provide the manager access by configuring the rights for the
manager (Users and Groups area). The rights for the manager in the Users and Groups area are
used to grant other principals (such as delegated administrators) access to the manager as an
object in the system. In this way, principals are similar to objects for others with greater rights to
manage.
Each right on an object can be granted, denied, or unspecified. The BusinessObjects Enterprise
security model is designed so that if a right is not specified, the right is denied. In addition, if the
permissions for a right result in a right being both granted and denied to a user or group, the
right is denied. This denial-based design helps ensure that users and groups do not automatically
acquire rights that are not explicitly granted. An important exception applies to this rule. If a right
is explicitly set on a child object that contradicts the rights that are inherited from the parent
object, the right set on the child object overrides the inherited rights. This exception also applies
to users who are members of groups. If a user is explicitly granted a right that the group to which
the user belongs is denied, the rights set on the user override the inherited rights.
Important! As a best practice, we recommend that you associate all rights with groups. It is
easier to maintain rights with groups, rather than with individual users.
Setting Rights, Data Partition Security, and Universe Class Rights
When you configure CA Business Intelligence, default rights are assigned. Groups and users are
created, and rights are divided and separated to the groups and users, and the appropriate
folders. The rights are leveraged to make the groups role-based based on the CA Technologies
application areas. Areas for a solution such as CA Service Desk Manager can be a Change
Manager or a Problem Manager. Permissions are also set on objects such as the Universe and the
Universe Connection. The folder structure that is used to organize reports also has rights. By
applying these rights, you can deny or allow the right to view, schedule, and execute a report. A
folder named Change Orders, for example, exists that contains reports on change orders and
related objects. This folder had full control assigned to the Change Manager Group, but the
Problem Manager group has no permissions. These rights are used to create role-based group for
CA Service Desk Manager and other CA Technologies products.
Note: For more information about rights, security, authorization, and applying data partition
security to reports, see the chapter "Managing CA Business Intelligence Reports" in the CA
Service Desk Manager Administration Guide and the chapter "Set Rights" in the CA Business
Intelligence Implementation Guide (located on the installation media). For more information
about assigning rights to objects in the CA Service Desk Manager Universe, log in to
http://ca.com/support and search for the technical document TEC492117 with the article title
How to restrict few users or groups from using specific objects in CA ServiceDesk Universe.
Chapter 9: Auditing
Overview
In CA Business Intelligence, you can use the Central Management Console to enable auditing for
the following components:
Central Management Server (see page 199)
The Job Servers (see page 201)
You can use a second database to enable auditing. BusinessObjects Enterprise can also use the
same database for both the Central Management Server and auditing. BusinessObjects
Enterprise requires a connection to the database in your organization to act as source material
against which to run reports.
CA Business Intelligence provides default reports based on auditing information. You can execute
the reports using InfoView, as shown in the following example:
Audit the Central Management Server

Auditing is not enabled by default for the Central Management Server. You can enable auditing
for the following events:
A concurrent user login succeeds.
A named user login succeeds.
Overview
A user login fails.
A user logs out.
The password for a user is changed.
An object is created.
An object is deleted.
An object is modified.
Communication with a running instance is lost.
Rights on an object are updated.
The information is stored in the log file. The directory for the audit log file can be specified in the
Audit Log File directory section.
To audit the Central Management Server
1.
Start the Central Management Console by clicking Start, Programs, BusinessObjects XI

Release 3.1, BusinessObjects Enterprise, Central Management Console.
2.
Log in as an Administrator.
200 Chapter 9: Auditing
Overview
3.
Select Servers from the drop-down list in the upper left corner of the page.
4.
Right-click the Central Management Server named Server_Name.cms and select Audit
Events.
The Audit Events page for the selected Central Management Server appears, as shown in the
following example:
5.
Verify that the Auditing is Enabled check box is selected.
6.
In the Select Events to Audit part of the page, select the check box for each event that you
want to audit.
The auditing changes for the selected Central Management Server are saved.
Audit the Job Servers

Auditing is not enabled by default for the Job Servers. You can enable auditing for the following
events:
Scheduling succeeded.
Scheduling failed.
Overview
Scheduling failed, but will be reattempted.
Destination delivery succeeded.
Destination delivery failed.
To audit the Job Servers

1.
Start the Central Management Console by clicking Start, Programs, BusinessObjects XI

Release 3.1, BusinessObjects Enterprise, Central Management Console.
2.
Log in as an Administrator.
3.
Select Servers from the drop-down list in the upper left corner of the page.
4.
Double-click any of the following Job Servers:
Desktop Intelligence Job Server
Destination Job Server
202 Chapter 9: Auditing
Overview
List of Values Job Server
Program Job Server
Crystal Reports Job Server
Web Intelligence Job Server
The Server Details page for the selected Job Server appears, as shown in the following
example:
5.
Click the Auditing tab.
6.
Verify that the Auditing is Enabled check box is selected.
7.
In the Select Events to Audit part of the page, select the check box for each event that you
want to audit.
8.
Click Update.
The auditing changes for the selected Job Server are saved.
Chapter 10: CA Business

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

Dimensions typically relate to a
hierarchy, such as geography,
product, or time.
Last Name, Combo Name
Work with the CA Service Desk Manager Universe Using the Designer
Type
Description
Example
Detail
Provide a description of a
Phone Number
dimension, but are not the focus
for analysis.
Measure
Numeric information that is

used to quantify a dimension
object.
Sales Revenue
To connect back to the CA Service Desk Manager Object Manager, the CA Service Desk Manager
Universe uses the connection by the Data Direct ODBC driver as Universe connection.
The BusinessObjects Designer is a product that allows you to create and modify Universes for
Web Intelligence and Desktop Intelligence Users. You can use the Designer to work with the CA
Service Desk Manager Universe.
Web Intelligence requires a Universe for data access. The success of Web Intelligence depends
on the ability of the Universe design to hide the complexities of the CA Service Desk Manager
database tables and objects from the CA Service Desk Manager user. The Universe allows you to
provide a business representation of the data that is contained within the CA Service Desk
Manager database, together with predefined data relationships, selection criteria, hierarchical
aggregations, measures, and calculations.
To work with the CA Service Desk Manager Universe using the Designer
1.
On the CA Business Intelligence server, click Start, All Programs, Business Object XI 3.1,
Business Objects Enterprise, Designer.
The Designer Login dialog appears.
2.
Enter your user name, password, select the authentication type, and click OK.
The Quick Design Wizard dialog appears.
206 Chapter 10: CA Business Intelligence Universe and Designer
3.
Click Cancel.
The Quick Design Wizard dialog closes.
4.
Click File, Import and select Browse. The CA Service Desk Manager Universe information
exists in the CMS database and must be imported to your local computer to change the
information.
The Select a Universe Folder dialog appears, as shown in the following example:
5.
Select the CA Universes folder and click OK.

The Import Universe dialog appears.
6.
Click Browse to specify a new location or click OK to accept the default location.
Note: The default location for importing Universes is C:\Documents and
Settings\LoggedIn_User\Application Data\Business Objects\Business Objects 12.0\Universes.
7.
(Optional) CA Service Desk Manager uses the data direct ODBC driver to connect to CA
Service Desk Manager. To verify or change the connection settings, click File, Parameters.
8.
In the Connection field, select CA Service Desk and click Edit.

A warning message appears, as shown in the following example:
9.
Click Yes.
The Edit CA Service Desk connection dialog appears, as shown in the following example:

Authentication Mode
Defines the authentication mode to use.
Value: Use specified username and password
Create a Derived Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence
Username
Defines the account user name.
Value: ServiceDesk
Password
Defines the account password.
Value: Password for the CA Service Desk Manager privileged user.
Data Source Name
Defines the name of the data source to use.
Value: data direct ODBC
11. Click Test Connection to verify the connection.
Note: If the data direct ODBC driver is not Generic ODBC 3, some actions in the CA Service
Desk Manager Universe may cause problems. To select the Generic ODBC 3 data source,
click Back in the preceding page and select Generic ODBC 3 as the data source.
Create a Derived Universe to Import CA Service Desk Manager

Schema Changes into CA Business Intelligence
The CA Service Desk Manager Universe is maintained in the CA Universes folder within the CMS
database. Manually import new schema changes in CA Service Desk Manager into the Universe.
Do not modify the default CA Service Desk Manager Universe because the patch and upgrade
process overwrites the schema changes. When you modify the CA Service Desk Manager
Universe, schema changes are lost with the CA Business Intelligence infrastructure.
To maintain the schema changes and allow the CA Service Desk Manager default Universe to
apply upgrades and patches, you can create a user-defined Universe. You can then link the
user-defined Universe to the CA Service Desk Manager Universe. You can name the derived
Universe any name that you want, so be sure to select a name that is meaningful to you.
In any multiple derived Universe environment, verify that you complete the following tasks:
Maintain the z_ naming convention for the Universe file name on all Universes.
Use the CA Service Desk Manager Connection and maintain the Universe in the CA Customer
Universe folder.
Do not delete the link to the default CA Service Desk Manager Universe.
To create a derived Universe

1.
2.
Log in to the Designer as an Administrator.
3.
Click File, New.

The Universe Parameters dialog appears, as shown in the following example:
4.
Click the Definition tab and enter information for the following fields:
Name
Defines the name for the derived Universe.
Description
(Optional) Defines a description for the derived Universe.
Connection
Defines the connection for the derived Universe. Select CA Service Desk in the
drop-down list.
5.
Click the Links tab.
6.
Click Add Link.

The Universe to Link dialog appears, as shown in the following example:
7.
Navigate to the CA Universes folder on your computer and select the CA Service Desk
Universe.
8.
Click OK.
The Universe to Link dialog closes. The Designer saves the link, creates the derived Universe,
and opens the derived Universe in the Designer, as shown in the following example:
9.
Select File, Parameters.

The Universe Parameters dialog appears, as shown in the following example:
10. Click the Parameter tab and enter information for the following fields:
Parameter Name
Defines the parameter name for the derived Universe. Select the parameter ANSI92.
Property Value
Defines the property value for the derived Universe. Enter Yes.
11. Click the Replace button.
12. Click the Controls tab.
The Controls panel of the Universe Parameters dialog appears, as shown in the following
example:
13. Based on your implementation, change the parameter values.

14. Click OK.
15. Click Tools, Hierarchies.
The Hierarchies Editor appears, as shown in the following example:
16. In the Default Hierarchies (dimension objects) part of the page, select any custom hierarchy
and click Add. The hierarchy is moved to the Custom Hierarchies part of the page. If you do
not see any custom hierarchies, accept the default settings.
17. Click OK.

18. Click File, Save.
The Save As dialog appears, as shown in the following example:
19. Enter information for the following fields:

File name
Defines the name for the derived Universe. Enter a name beginning with z_.
Save in
Defines the location to save the derived Universe. Save the Universe to the same
location in which the CA Service Desk Manager Universe is located.
20. Click Save.
21. (Optional) Click View, Refresh Structure.
Complete this step to import the custom columns from the CA Service Desk Manager
schema into CA Business Intelligence. A message appears, prompting you to refresh out of
date columns in the selected tables.
Create New Web Intelligence Reports Using a Derived Universe
22. Click OK.

The out of date columns in the selected tables are refreshed and the attributes are
imported, as shown in the following example:
23. Click the Table Browser.

The Table Browser window appears.
24. Drag-and-drop the custom tables to the right side of the designer.
25. Select File, Export.
Export the derived Universe to the CMS so that the Universe is available.
26. In the Domain drop-down list, click Browse, locate the CA Universe folder, and click OK.
The derived Universe is exported to the CMS and a confirmation message appears.

After you successfully import the custom tables and column into the derived Universe, you add
the tables and columns to the Objects section of the Universe. After you complete this task, users
can create reports using the new objects.
To create new Web Intelligence reports using a derived Universe

1.
2.
Log in to the Designer as an Administrator.
3.
Open the /import zServiceDesk Universe.
4.
Select the custom tables and the tables that have custom columns, and add them to the left
section of the Universe.
The custom tables are added to the object list, as shown in the following example:
5.
Save and export the Universe to the CMS.
6.
Log in to InfoView.
7.
Navigate to the Document List.
8.
Select New Web Intelligence Document.
9.
Select zServiceDesk, as shown in the following example:
10. Create the report using the custom attributes and tables that are available in the derived
Universe, as shown in the following example:
CA Service Desk Manager Universe Security

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

You can add a user to the CA Universe Developer group. The user in the group can log in to the
Designer and modify the default Universe.
To add a user to the CA Universe Developer group
1.
Log in to the Central Management Console as an Administrator.
2.
Navigate to Users and Groups and click User List.

The available list of users appears.
3.
Right-click the user to provide access to the CA Universe Developer group and select Join
Group.
4.
Select CA Universe Developer from the list of available groups and move the group to the
Destinations Group section.
5.
Click OK.
The user can log in to the Designer and modify the default Universe.
Restrict Access to Universe Objects

All users creating Web Intelligence documents do not require full access to all Universe objects.
You can use the Designer to restrict users and groups from viewing specific objects when creating
Web Intelligence reports.
To restrict access to Universe objects

1.
On the CA Business Intelligence server, log in to the Designer as an Administrator.
2.
Click File, Import.

The Import Universe dialog appears, as shown in the following example:
3.
Click Browse and select the CA Universes folder.
4.
Click OK.
The Universe is imported.
5.
Click Tools, Manage Security, Manage Access Restrictions.

The Manage Access Restrictions dialog appears, as shown in the following example:
6.
Click New.
The Edit Restrictions window appears.
7.
Enter a name for the restriction.
8.
Click the Objects tab.
9.
Click Add.
The New Restricted Object dialog appears.
10. Click Select.

The Object Browser appears, as shown in the following example:
11. Select the object or attributes that you want to restrict and click OK.
12. Click OK.
The Edit Restrictions window closes and you return to the Manage Access Restrictions
dialog, as shown in the following example:
13. In the Available groups and users section of the dialog, click Add user or group.
The Select Users and Groups dialog appears, as shown in the following example:
14. In the Available groups and users list, select the user or group to restrict and move the user
or group to the Selected groups and users list.
15. Click OK.

16. Click Apply.
The restriction is added.
17. Click OK.
The Manage Access Restrictions dialog closes.
18. Select File, Save.
The Universe is saved.
19. Select File, Export.
The Export Universe window appears.
20. Accept the default settings in the window and click OK.
The Universe is exported. When a user in the CA Service Desk Manager Manager group
attempts to modify a Web Intelligence report, the restricted object does not appear on the
Query panel, as shown in the following example:
Designer Tips
The following tips are provided to help you use the Designer more efficiently:
Drag-and-drop. You can use the Designer to drag-and-drop objects from the Universe. When
a table is highlighted, the entire table is dragged. Therefore, if you only want one column in
the hierarchy, do not select the table when you drag-and-drop.
Hiding fields. You can use the Designer to hide fields that will be available for reporting.
Reporting Administrators can determine which objects can be viewed for a particular class
by highlighting the object and clicking the appropriate toolbar icon. When an object is
hidden, it appears in italics. In the following example, Assignee UUID is not available for any
report and query using this Universe.
Chapter 11: Managing CA Service

Desk Manager Reports Using
InfoView
Overview
BusinessObjects InfoView is a web-based desktop product that provides access to many objects.
The objects include SAP Crystal Reports, Web Intelligence documents, Desktop Intelligence
documents, and SAP BusinessObjects Voyager workspaces. InfoView also allows you to organize
objects based on your preference.
InfoView provides the following additional features:
Discussion
Encyclopedia
Publisher
Voyager
Process Tracker
CA Business Intelligence InfoView Release 3 provides the following additional features and
enhancements:
A new InfoView home page with Document List, Favorites, and Preferences.
You can double-click an object title to access the default action for the object.
You can right-click on an object to display all actions that you can perform on the object.
Menus are context-sensitive and display the appropriate actions that are applicable for the
current object.
Log In to InfoView
Log In to InfoView
After InfoView has been installed, you can start the web interface to verify that InfoView is ready
to use.
To start the web interface and log in to InfoView
1.
Open a web browser and enter the following URL:

http:// webserver : portnumber /InfoViewApp/
In this URL, replace webserver with the name of your web server, and portnumber with the
port number that is configured for BusinessObjects. When you enter the appropriate
information in the URL, the Log on to InfoView page appears, as shown in the following
example:
230 Chapter 11: Managing CA Service Desk Manager Reports Using InfoView
Log In to InfoView
2.
Enter the following credentials:

User Name
Administrator
Password
Enter the password for the Administrator, specified in the Central Management
Console.
3.
Click Log In.

The InfoView home page appears, as shown in the following example:
Make the Authentication Drop-Down List Appear
Make the Authentication Drop-Down List Appear

You can make the Authentication drop-down list appear on the Log on to InfoView page. By
default, this drop-down list does not appear on the page.
To make the Authentication drop-down list appear
1.
On the CA Business Intelligence server, navigate to the following location:

\CommonReporting\Tomcat55\webapps\InfoViewApp\WBSEB-INF
2.
Using a text editor, open the web.xml file.
3.
Find the following lines in the web.xml file:


<context-param>
<param-name>authentication.visible</param-name>
<param-value>false</param-value>
</context-param>
4.
Change the line <param-value>false</param-value> to <param-value>true</param-value>.
5.
Save and close the web.xml file.

The changes to the web.xml file are saved.
6.
Start the Central Configuration Manager.
Make a Specific Type of Object Appear
7.
Restart the Apache Tomcat service.

The Authentication drop-down list appears on the Log on to InfoView page, as shown in the
following example:

InfoView provides access to many objects. The objects include SAP Crystal Reports, Web
Intelligence documents, Desktop Intelligence documents, OLAP documents, PDF files, and so
forth. Navigating and finding the required objects from a large list can be difficult. You can make
a specific type of object appear on the Details page to help make it easier to find objects.
View a Report
To make a specific type of object appear

1.
Start InfoView.
2.
On the Detail page, select the Type option.

The Type list appears, as shown in the following example:
3.
Select the type of object to appear. To see all object types, select All Types from the list.
4.
Click OK.
Objects for the selected types appear on the Details page.
View a Report
You can use InfoView to view reports from SAP Crystal Reports, Web Intelligence, Desktop
Intelligence, and so forth. The permissions and default settings that your administrator selects
determines the data that you see on the report.
Schedule a Report
To view a report in InfoView

1.
Start InfoView.
2.
Select an object and double-click the title.

The object opens and is available to view.
3.
Select any of the following options, as shown in the following example:
To view an object on demand, click Refresh in the object viewer.
To view an older instance, select the object on the Details page, click Actions, and select
History on the InfoView Workspace toolbar. Then, double-click the instance that you
want to view.
Schedule a Report
Schedule a Report
You can use InfoView to schedule reports to execute automatically at specified times. When a
scheduled object executes successfully, an instance is created. An instance is a version of the
object that contains data from the time that the object was executed.
To schedule a report
1.
Start InfoView.
2.
Navigate to the folder that contains the object that you want to schedule.
3.
Select the object.
4.
Click Actions and Schedule.

The Schedule page appears, as shown in the following example:
Schedule a Report
5.
Specify the scheduling options:

Instance Title
Specifies a title for the instance. An instance can have a different name than the report.
Every instance can have a unique title.
Recurrence
Specifies a schedule to execute the report. Available options include Now, Once, Hourly,
Daily, Weekly, Monthly, Nth day of the month, and so forth.
Database Logon
Do not modify this option. Specifies the database login parameter for reports. The
default database login parameter is Query 1 for most CA Service Desk Manager reports.
This option uses the credentials of data direct ODBC connection to connect to the CA
Service Desk Manager Object Manager.
Filters
Specifies custom formulas for record and group selection.
Format
Specifies the required reporting format for the instance. Report can be delivered in
multiple formats, such as PDF, Excel, and so forth.
Destination
Specifies the destination for the scheduled instance. Scheduled instances can be sent or
published to various destinations such as Default Enterprise Location, Inbox, File
Location, FTP server, Email recipients, and so forth.
Add an Object
Print Settings
Specifies print settings to print an SAP Crystal Reports or Desktop Intelligence Report
after an instance is generated.
Events
Specifies events for the instance. CA Business Intelligence can be configured so that
reports are executed only after a specified event occurs. You can create and configure
events in the Central Management Console.
6.
Click Schedule.
An instance of the report is created and appears.
7.
(Optional) Complete any of the following actions, as shown in the following example:
To pause the schedule, select the instance on the Instance History page and select
Actions, Pause.
To resume the schedule, select the instance on the Instance History page and select
Actions, Resume.
Add an Object
You can use InfoView to add a new object (for example, new SAP Crystal Reports) and make the
object available to users for reporting.
To add an object in InfoView
1.
Start InfoView.
2.
Navigate to the folder where you want to add the new object.
Add an Object
3.
On the InfoView Workspace page, click Add as shown in the following example:
Note: For an SAP Crystal Reports object, select the Crystal Reports option or select Local
Document.
4.
Select the file type for the object to add.
5.
Click Browse, navigate to the location of the object to add, and select the object, as shown in
6.
Click OK.
The object is added and available to users in InfoView.
Configure an Email Notification

When you schedule a report (see page 236), one destination for the scheduled instance is an
email recipient. Scheduled report instances can be sent as an email to a user. To complete this
task, you configure both the Crystal Reports Job Server and the Destination Job Server.
To configure an email notification for Crystal Reports
1.
Log in to the Central Management Console.
2.
Navigate to Servers, Server List.
3.
Double-click the Crystal Reports Job Server.

The properties for the Crystal Reports Job Server appear, as shown in the following example:
4.
On the left side of the page, click Destination.
5.
In the Destination drop-down list, select Email and click Add, as shown in the following
example:
6.
Specify the following parameter values:

Domain Name
Specifies the domain name of the SMTP server.
Host
Specifies the host name or IP address of the SMTP server.
Authentication
If the SMTP server requires authentication, select Login from the drop-down list.
User Name
Specifies the user name for authentication.
Password
Specifies the password for the user name for authentication.
From
Specifies the email address that is used to send email notifications from the CA Business
Intelligence server.
To
Specifies the email address to receive email notifications from the Job Server.
Cc
Specifies the email address to receive email notifications from the Job Server.
Subject and Message
Specifies the default subject and message for the email notifications. You can specify the
default subject and message manually, or select placeholders. The placeholders are
replaced with the appropriate values from the report.
Deliver Document As
Specifies if the report is sent as an attachment to the email notification. Select this
option to send the report instance as an object. You can specify a file name or use an
automatically generated name.
7.
Click Save.
8.
Click Close.
9.
Repeat the previous steps for the Destination Job Server using the Central Management
Console.
10. After you configure both servers, log in to InfoView.

11. Navigate to CA Reports, CA Service Desk, Asset, Asset List.
12. Right-click an asset and select Schedule.
How to Customize InfoView
13. In the Schedule options, select Destination.

14. In the Destination drop-down list, select Email.
Note: You can leave the values blank. When you leave the values blank, the report uses the
Job Server default settings.
15. Click Schedule.
The Instance History page appears.
16. Verify that the instance is executing and an email is sent to the intended recipient.

You can customize InfoView using the following methods without requiring any programming
knowledge:
Customize InfoView using Personal Preferences (see page 243)
Customize InfoView using My InfoView (see page 244)
Customize InfoView using the Central Management Console (see page 245)
Customize InfoView Using Personal Preferences

You can customize InfoView using personal preferences. By default, personal preferences are
enabled for all users. To customize InfoView using personal preferences, click the Preferences
icon in the upper right corner of the InfoView home page. The personal preference changes
occur only to the account for the specific user.
Some important personal preferences include the locale setting for Web Intelligence documents,
the password, and whether to log off automatically when the browser closes. These settings are
Customize InfoView Using My InfoView

You can customize InfoView using the My InfoView editor. This editor allows you to create a
dashboard. The dashboard can contain several portlets pointing to any document that is
viewable in InfoView or on an external web address. To access My InfoView, click Open, My
InfoView on the menu as shown in the following example:
Customize InfoView Using the Central Management Console

You can customize InfoView using the Central Management Console.
To customize InfoView using the Central Management Console
1.
Log in to the Central Management Console.
2.
Click Applications.
3.
Select InfoView to view the appropriate settings, as shown in the following example:
4.
Specify the options to customize the header and style, display options, the default
navigation view, and default viewing actions on a listing page.
5.
On the left, click User Security.

The default security permissions are Full Control for the Administrator and View for the
Everyone group.
6.
Click Add Principle.

The Add Principals page appears, as shown in the following example:
7.
Select the Groups or Users option buttons, and click Find Now.
A list of groups or users appear.
Note: If you know the user or group name, enter the name in the Look for field and click Find
Now.
8.
Select a user or group and click the Add and Assign Security button.
The Assign Security page appears, as shown in the following example:
Default Reports
9.
In the Available Access Levels part of the page, select the appropriate access level for the
user or group.
10. Click the arrow to move the access level to the Assigned Access Levels part of the page.
Some access levels that you can select include: Folder Access, Full Control, Schedule, View,
and View On Demand.
11. Click Apply.
The access level settings are saved. The settings are applied the next time the user or group
logs in to InfoView.
Default Reports
CA Service Desk Manager provides many default CA Business Intelligence reports. CA Business
Intelligence is the server-based reporting solution that allows you to create, manage, and deliver
interactive, web-based reports and build your own on demand reports. You can use InfoView and
Web Intelligence to view the default CA Service Desk Manager and CA Service Desk Manager
Knowledge Tools reports.
Note: Crystal Reports are delivered as the primary component of CA Business Intelligence.
However, the Crystal Reports software is not delivered with CA Service Desk Manager. Crystal
Reports requires a separate license that you can purchase from BusinessObjects, and use with CA
Business Intelligence.
Default Reports
CA Business Intelligence includes the following default reports:
Aggregate Reports (see page 249)
Asset Reports (see page 249)
Change Order Reports (see page 250)
CA CMDB Reports (see page 254)
Incident and Problem Management Reports (see page 254)
Issue Reports (see page 255)
Key Performance Indicator Reports (see page 258)
Knowledge Management Reports (see page 259)
Managed Service Provider (MSP) Reports (see page 264)
Operational Dashboard Reports (see page 266)
Request Reports (see page 268)
Support Automation Reports (see page 272)
Survey Reports (see page 272)
Default Reports
These reports are organized and categorized in a tree and folder structure, as shown in the
following example:
Aggregate Reports
The Overall Summary Report provides the following information:
Number of requests and change orders that have been created and closed, between the
start and end dates provided.
The average time taken to close the requests and change orders.
A report of the top five request areas for requests.
A report of the top five categories for change orders.
Asset Reports
The Asset List Report provides the following information about assets:
The resource family (hardware, software, and so forth).
The type of asset (keyboard, modem, and so forth).
The asset serial number.
A detailed description of the asset.
Default Reports
Change Order Reports

The default Change Order Reports that are provided with CA Business Intelligence include the
following reports:
Aging Reports (see page 250)
Compliance Reports (see page 251)
Forecast Reports (see page 252)
Resource Reports (see page 252)
Trend Reports (see page 253)
Volume Reports (see page 253)
Property Reports (see page 254)
Aging Reports
The following default Aging Reports are provided with CA Business Intelligence:
Report
Description
Active Change Orders Aging
Total of all open change orders based on the

number of weeks open.
Active Change Orders Aging by Priority for

Categories
Total of open change orders based on the

number of weeks open. A priority separates
the total. You specify a category name to find
all change orders in the category.

Groups

the total. You specify a group name to find all
change orders in the group.

Status

the total. You specify a status name to find all
change orders having that status.
Active Change Orders Aging for Categories

number of weeks open. You specify a category
name to find all change orders in the category.
Active Change Orders Aging for Groups

number of weeks open. You can display the
results for a specific group by selecting the
group name when the report is initially
executed.
Default Reports
Report
Description
Active Change Orders Aging for Priority

the total.
Active Change Orders Aging for Status

number of weeks open. You specify a status
name to find all change orders having that
status.
Compliance Reports
The following default Compliance Reports are provided with CA Business Intelligence:
Report
Description
All Rejected Change Orders
Total number of change orders, the number of

rejected change orders, the percent of change
orders rejected during the approval phase. The
report groups the total by change category and
change group, for the specified time period.
Average Duration of Change Order
Total number of change orders, and average

duration for the change order completion. The
report groups the total by category and change
group, for the specified time period.
Change Order Implementation Cost Details
Associated costs for change order in each

category. The report groups the costs by
change group, category, the change order
number, actual cost, and estimated cost for all
change orders for the specified time period.
Change Order in Detail
Complete details for the change orders.
Change Orders by Change Type
Total number of completed change orders and

percentage of change orders for each change
type. The report groups the total by change
group and category for the specified time
period.
Change Orders by Closure Code
Total number of change orders and the

percent of change orders for each closure
code. The report groups the total by change
period.
Change Orders Initiated by Problem/Incident
Total number of change orders, change orders

initiated by incident/problem, and the percent
of change orders initiated by incident/problem
tickets. The report groups the total by change
period.
Default Reports
Report
Description
Change Orders Outside Blackout Window
Total number of change orders, the number of

change orders scheduled outside the blackout
window, and the percent of change orders
scheduled outside the blackout window. The
report groups the total by change group and
category for the specified time period.
Change Orders Outside Maintenance Window
Total number of change orders, number of

change orders scheduled outside the
maintenance window, and the percent of
change orders scheduled outside the
maintenance window. The report groups the
total by change group and category for the
specified time period.
Configuration Items Associated to Change

Order
Configuration items and the number of

associated change orders, grouped by change
period.
Forecast Reports
The following default Forecast Reports are provided with CA Business Intelligence:
Report
Description
Change Orders Approved and Scheduled for

Implementation
Change order number, change group,

category, priority, risk level, status, and
planned implementation date for all change
orders that are approved and planned for
implementation.
Change Orders Waiting for CAB Approval
Change orders waiting for CAB approval,

change order number, category, priority, risk
level, status, planned implementation date
and time, and number of elapsed days from
opening. The default sorting order for this
report is by risk level.
Resource Reports
The following default Resource Reports are provided with CA Business Intelligence:
Report
Description
Analyst Count by Priority of Open Change

Orders
Total open change orders assigned to an

analyst, separated by priority.
Change Orders by Failed Service Type for

Groups
Percentage of each service type failure based

on the total service type failures in one group,
Default Reports
Report
Description
in specific groups, or in all groups.
Workflow Tasks Pending
Workflow tasks that have a pending status,

and the duration (within workshift hours) that
has been in pending status from the time the
workflow task started.
Trend Reports
The Trend Report By Group provides historical data of the percent of change orders for each
closure code, grouped by change group for a specified change group.
Volume Reports
The following default Volume Reports are provided with CA Business Intelligence:
Report
Description
Active Change Orders at Weeks End
Total opened change orders for today, seven

days ago (one week ago), 14 days ago (two
weeks ago), and so on, for five weeks.
Change Categories Currently Active
Total open change orders by change category.
Change Order Totals by Assignee
Total change orders by assignee. Enter a start

and end date for this report. In addition,
specify the analyst last name, or select ALL for
a list of all analysts. Estimated time and cost
appear, in addition to the total time and cost,
and average time to close.

Change Categories

on the total service type failures in a particular
change category, or a group of specific change
categories, or in all change categories.

Statuses

status, or in a group of specific statuses, or in
all statuses.
Total Number of Change Orders Implemented
Number of change orders which are closed in

the specific time period for each change group.
Total Volume of Change Orders
Total of both opened and closed change orders

by interface for today, seven days ago (one
week ago), 14 days ago (two weeks ago), and
so on, for about five weeks.
Default Reports
Report
Description
Total Volume of Change Orders by Interface
Total of both opened and closed change orders

by interface for today, seven days ago (one
week ago), 14 days ago (two weeks ago), and
so on, for about five weeks.
Workflow Task Aging
List of workflow tasks and the duration (within

workshift hours) taken to complete one task to
another, for each change order.
Property Reports
The following default Property Reports are provided with CA Business Intelligence:
Report
Description
Change Properties by Category
All change orders and their properties with an

open date in the user-specified date range,
grouped by category.
Properties Values by Property
Change order properties based on the selected

open date range. Each property appears in the
list, and all responses to the property.
CA CMDB Reports
The CI Maintenance Window Report provides the Configuration Items (CIs) that are linked to
multiple services and have multiple maintenance windows.
Incident and Problem Management Reports

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

change orders. A hyperlink on the incident
number opens a subreport with brief details
for the incidents, problems, and change
orders.
Problem Traceability Matrix
Lists problems that have relationships with

incidents and change orders. A hyperlink on
the problem number opens a subreport with
brief details of the problems, incidents, and
change orders
Issue Reports
The default Issue Reports that are provided with CA Business Intelligence include the following
reports:
Default Reports
Aging Reports
Report
Description
Active Issues Aging
Total of all open issues by the number of

weeks open.
Active Issues Aging by Priority for Categories
Total of open issues by the number of weeks

open. A priority separates the total. You
specify a category name to find all issues in the
category.
Active Issues Aging by Priority for Groups

open. A priority separates the total. You
specify a group name to find all issues in the
group.
Active Issues Aging by Priority for Status

open. A priority separates the total. You enter
a status.
Active Issues Aging for Categories
Total of issues by the number of weeks open.

You enter a category name to find issues in the
category.
Active Issues Aging for Groups

a group.
Active Issues Aging for Priority
Account of all open issues by the number of

weeks open.
Active Issues Aging for Status

a status.
Resource Reports
Report
Description
Analyst Count by Priority of Active Issues
Active issue counts by analyst assigned to the

issue, separated by priority.
Issues by Failed Service Type for Groups

in specific groups, or in all groups.
Default Reports
Report
Description
Plan Task Pending
Plan tasks having a pending status, and the

duration (within workshift hours) that the task
has a pending status from the time the plan
task started.
Volume Reports
Report
Description
Active Issues at Weeks End
Total opened issues for today, seven days ago

(one week ago), 14 days ago (two weeks ago),
and so forth, for five weeks. Totals appear for
each week ending date. The opened issue
counts for each week ending date include the
previous six days, up to and including the
seventh day (week ending date).
Issue Categories Currently Active
Total of open issues by category.
Issue Totals
Estimated time and cost, and the total time,

cost, and average time to close for all issues.
You enter a start and end date, and an analyst
last name (or all for a list of all analysts). The
analyst filter is a combination of the user login
ID and user last name.
Issues by Failed Service Type for Categories
Percentage of each service Type failure based

on the total service Type failures in a particular
change category, a group of specific change
categories, or in all change categories.
Issues by Failed Service Type for Status

status, a group of specific statuses, or in all
statuses.
Plan Task Aging
Plan tasks and the duration (within workshift

hours) taken to complete one task to another,
for each change order.
Total Volume of Issues
Totals of both opened and closed issues for

today, seven days ago (one week ago), 14 days
ago (two weeks ago), and so forth, for about
five weeks.
Total Volume of Issues by Interface
Totals of both opened and closed issues by

interface for today, seven days ago (one week
ago), 14 days ago (two weeks ago), and so
forth, for about five weeks.
Default Reports
Property Reports
The following default Property Reports are provided with CA Business Intelligence:
Report
Description
Issue Properties by Category
All issues and their properties with an open

date in the user-specified date range, grouped
by category.
Issue Property Values
All values for each issue property with an issue

open date in the user-specified date range.
Key Performance Indicator Reports

The default Key Performance Indicator Reports that are provided with CA Business Intelligence
include the following reports:
Report
Description
Service Desk Application-Level Transaction

Measurements
Graphs displaying a comparison of transaction

processing times for a selected system type
key performance indicator over a selected
time period. The CA Service Desk Manager Key
Performance Indicator functionality collects
and stores the values, which a CA Service Desk
Manager administrator can enable.
Service Desk Application-Level Transaction

Rates of Change
Line graph displaying the rate of change for a

selected system activity over a selected time
period. Data over time by active key
performance indicators of type system gathers
the report information. A CA Service Desk
Manager administrator configures and
activates the key performance indicators. Use
this report to understand typical system
activity in the near term, and the gradual trend
of system transactions over the long term.
Service Desk SQL and Stored Query KPI Values
List and line graph displaying values collected

by a selected key performance indicator over a
selected time period. Data over time by active
key performance indicators of type SQL and
Stored Query gathers the report information.
A CA Service Desk Manager administrator
configures and activates the key performance
indicators. Use this report to reveal what
values have been collected in the KPI Data
Table.
Default Reports
Knowledge Management Reports

The default Knowledge Management Reports that are provided with CA Business Intelligence
Contact Activity Reports (see page 259)
Knowledge Document Effectiveness Reports (see page 260)
Knowledge Document Status Reports (see page 260)
Knowledge Team Productivity Reports (see page 261)
Search Administration Reports (see page 262)
Search Effectiveness and Usage Reports (see page 262)
CA Service Desk Manager Integration Reports (see page 263)
System Reports (see page 263)
Contact Activity Reports

The following default Contact Activity Reports are provided with CA Business Intelligence:
Report
Description
Comments by Contact
Comments on knowledge documents, sorted

by contact.
Document Usage by Contact
Knowledge document usage, sorted by

contact.
Searches by Contact
Knowledge tools searches by contact.
System Usage by Contact
Knowledge tools session and search

information, sorted by contact.
User Sessions - Visits to Site
Knowledge tools session and search

information, sorted by contact.
Users Opening Issues Without Searching

Knowledge
Issues opened without searching knowledge

documents.
Users Opening Requests Without Searching

Knowledge
Requests opened without searching

knowledge documents.
Default Reports
Knowledge Document Effectiveness Reports

The following default Knowledge Document Effectiveness Reports are provided with CA Business
Intelligence:
Report
Description
Comments by Document
Comments sorted by knowledge document.
Document FAQ Rating
Knowledge documents sorted by a frequently

asked questions (FAQ) rating.
Document Ratings
List and pie chart of knowledge document

ratings.
Documents Viewed Detail
Details about the viewing of a specific

Knowledge document.
Knowledge Feedback
Knowledge documents feedback.
Knowledge Usage for Issues
Information about the number of sessions

where users do not open issues, the
percentage of self service, the total number of
solutions, and the number of issues opened
over a specific time period.
Knowledge Usage for Requests
Information about the number of sessions

where users do not open requests, the
percentage of self service, the total number of
solutions, and the number of requests opened
over a specific time period.
Least Frequently Viewed Documents
Knowledge documents viewed least

frequently.
Most Frequently Viewed Documents
Knowledge documents viewed most

frequently.
Poor Votes
List of documents with a not helpful at all

rating.
Knowledge Document Status Reports

The following default Knowledge Document Status Reports are provided with CA Business
Intelligence:
Report
Description
Candidate Documents for Retirement
List of documents that are candidates for

retirement.
Documents by Status
Knowledge documents grouped by status.
Documents Created Via Knowledge Categories Knowledge documents created using

knowledge categories or using submit
knowledge and assigned to the category
Default Reports
Report
Description
owner.
Documents Published
Knowledge documents that have been

published.
Documents Scheduled for Expiration
Knowledge documents that are scheduled to

expire within the specified time period.
Documents with Inactive Assignees
Knowledge documents with inactive assignees.
Documents with Inactive Owners
Knowledge documents with inactive owners.
Expired Documents
Knowledge documents that have expired.
Submitted Knowledge
Knowledge documents submitted using the

Submit Knowledge link in the Customer,
Employee user interface.
Unpublished Documents
Knowledge documents that have been

unpublished.
Knowledge Team Productivity Reports

The following default Knowledge Team Productivity Reports are provided with CA Business
Intelligence:
Report
Description
Contact FAQ Ratings
Summary of knowledge document frequently

asked questions (FAQ) ratings by contact.
Contact FAQ Ratings Detail
Details of knowledge document FAQ ratings by

contact.
Contact Information
List of all contacts, with name, login, role,

status, email address, last login date and
groups in which the contact is a member.
Documents Solving Issues by Contact
Knowledge documents that have solved issues.
Documents Solving Requests by Contact
Knowledge documents that have solved

requests.
Issues Solved by Document
Details of knowledge documents that have

solved issues. The report also provides
information about the number of issues that
the document resolved.
Knowledge Initiators Detail
Details of knowledge documents grouped by

the contact that created the documents.
Knowledge Initiators Summary
Summary line for each contact, how many

knowledge documents and a percentage of the
total number of knowledge documents that
the contact created.
Default Reports
Report
Description
Requests Solved by Document
Details of knowledge documents that have

solved requests. This report also provides
information about the request that the
document resolved.
Search Administration Reports

The following default Search Administration Reports are provided with CA Business Intelligence:
Report
Description
Noise Words
Knowledge document noise words.
Special Terms
Knowledge document special terms.
Synonyms
Knowledge document synonyms.
Search Effectiveness and Usage Reports

The following default Search Effectiveness and Usage Reports are provided with CA Business
Intelligence:
Report
Description
Issues Avoided
Details of issues avoided.
Issues Closed with Knowledge
Information about issues that have been

closed with knowledge.
Issues Closed without Knowledge
List of issues that have not been resolved by a

knowledge document.
Most Frequent Searches
Most frequent knowledge tools searches.
Requests Avoided
Details of requests avoided.
Requests Closed with Knowledge
Information about requests that have been

closed with knowledge.
Requests Closed without Knowledge
List of requests that have not been resolved by

any knowledge documents.
Searches
Knowledge tools searches for a specific date

range, search source, and search type.
Default Reports
CA Service Desk Manager Integration Reports

The following default CA Service Desk Manager Integration Reports are provided with CA
Business Intelligence:
Report
Description
Documents Solving Issues
Knowledge documents that have solved issues.
Documents Solving Issues Detail
Details of issues that have a specific

knowledge document as solution.
Documents Solving Requests
Knowledge documents that have solved

requests.
Documents Solving Requests Detail
Details of requests that have a specific

knowledge document as solution.
Issues Created Based on Knowledge

Documents
Issues created when you click the New Issue

based on this Document link.
Knowledge Documents Created from Issues
Proportion of issues used to generate a

knowledge document.
Knowledge Documents Created from Requests Proportion of requests used to generate a

knowledge document.
Linked Knowledge to Issues
Linked knowledge to issues.
Linked Knowledge to Requests
Linked knowledge to requests.
Requests Created Based on Knowledge

Documents
Requests created when you click the New

Request based on this Document link.
Time to Issue Resolution
Average time to resolve issues when you use

or accept knowledge as a solution.
Time to Request Resolution
Average time to resolve requests when you

use or accept knowledge as a solution.
System Reports
The Knowledge Management Metrics Report provides knowledge management metrics about
searches, knowledge lifecycle management, and so forth.
Default Reports
Managed Service Provider (MSP) Reports

The default Managed Service Provider (MSP) Reports that are provided with CA Business
Intelligence include the following reports:
MSP Reports (see page 264)
Dashboards (see page 265)
Detail Reports (see page 265)
MSP Reports
The following default MSP Reports are provided with CA Business Intelligence:
Report
Description
CI Maintenance Window Conflict
Configuration Items (CIs) that are linked to a

scheduled change and have conflicting
maintenance windows.
Created Configuration Items
All newly created Configuration Items within a

specified date range.
Deleted Configuration Items
All deleted (marked as inactive) Configuration

Items within a specified date range.
Detailed Incident Source
List of incidents recorded to demonstrate the

added value of service.
Incident Categories without Service Type
Closed incidents that do not have an

associated service type.
Incident Resolution Method
Incidents that lower-level support groups can

resolve for training purposes, and to provide
additional value to customer service packages.
Incident Resolution
List of all resolution codes used within a

specified time period.
Incident Source
Total number of incident requests by source.
Incidents by Category
Major incidents for contract purposes, process

performance, billing, and compliance.
Incidents by Hardware Model
All incidents (total and closed) that are

associated with a Configuration Item by
hardware model.
Incidents Without Associated Asset or CI
List of incidents recorded to demonstrate the

added value of service.
Re-Categorized Incidents
Incidents you must recategorize after

resolution for billing and training purposes.
Default Reports
Report
Description
Reassigned Incidents Report
Incidents you must reassign after resolution

for billing and training purposes.
Dashboards
The following default Dashboards are provided with CA Business Intelligence:
Detail Incident Source
Incident Resolution
Incidents by Category
Incidents by Hardware Model
Re-Categorized Incidents
Reassigned Incidents
Detail Reports
The following default detail reports are provided with CA Business Intelligence:
Created Configuration Items Report-Detail
Dashboard Re-Categorized Incidents
Dashboard-Detailed Incident Source
Deleted Configuration Items Report-Detail
Detailed Incident
Detailed Incident Source
Detailed Incident Source for Category
Detailed Resolution Report
Incident by Category Dashboard components
Incident by Hardware Model-Detail
Incident Categories without Service Type- Detail
Incident Resolution Report Dashboard
Default Reports
Incident Resolution Report Details Dashboard
Incidents by Hardware Model-DB
Incidents by Category Dashboard Details Report
Operational Dashboard Reports

The default Operational Dashboard Reports that are provided with CA Business Intelligence
Change Order Reports (see page 266)
Incident Reports (see page 266)
Issue Reports (see page 267)
Problem Reports (see page 267)
Request Reports (see page 267)
Change Order Reports

The following Change Order Reports are provided with CA Business Intelligence:
Active Change Order by Priority-Detail
Active Change Order by Priority-Main
Active Change Orders by Analyst
Active Change Orders by Category
Active Change Orders by Group
Incident Reports
The following Incident Reports are provided with CA Business Intelligence:
Active Incident by Priority-Detail
Active Incident by Priority-Main
Default Reports
Active Incidents by Analyst
Active Incidents by Category
Active Incidents by Group
Issue Reports
The following Issue Reports are provided with CA Business Intelligence:
Active Issue by Priority-Detail
Active Issue by Priority-Main
Active Issues by Analyst
Active Issues by Category
Active Issues by Group
Problem Reports
The following Problem Reports are provided with CA Business Intelligence:
Active Problem by Priority-Detail
Active Problem by Priority-Main
Active Problems by Analyst
Active Problems by Category
Active Problems by Group
Request Reports
The following Request Reports are provided with CA Business Intelligence:
Active Request by Priority-Detail
Active Request by Priority-Main
Active Requests by Analyst
Active Requests by Category
Active Requests by Group
Default Reports
Request Reports
The default Request Reports that are provided with CA Business Intelligence include the
following reports:
Count Reports (see page 269)
Effectiveness Reports (see page 269)
SLA Reports (see page 270)
Customer Location Reports (see page 271)
Aging Reports
Report
Description
Active Requests Aging
Total of all open requests based on the

number of weeks open.
Active Requests Aging by Priority for Groups
Total of open requests based on the number of

weeks open. A priority separates the totals.
You enter a group name to find requests in the
group.
Active Requests Aging by Priority for Request

Areas

You enter a request area name to find all
requests in the request area.
Active Requests Aging by Priority for Status

You enter a status name to find all requests
with the status.
Active Requests Aging for Groups

weeks open. You enter a group name to find
requests in the group.
Active Requests Aging for Priority

Default Reports
Report
Description
Active Requests Aging for Request Areas
Account of open requests based on the

number of weeks open. You enter a request
area to find requests in the request area.
Active Requests Aging for Status

weeks open. You enter a status name to find
requests with the status.
Count Reports
The Volume and Trend Report provides an annual trend of opened and closed requests based on
the selected annual trending parameter. For performance reasons, we recommend that you
schedule this report.
Effectiveness Reports
The Mean Time To Acknowledge & Mean Time To Resolve Report provides an annual trend of
mean time to acknowledge requests (MTTA) and mean time to resolve requests (MTTR) against
the current month, and previous three months. For performance reasons, we recommend that
you schedule this report.
Resource Reports
Report
Description
Analyst Count by Priority of Active Requests
Open request counts based on priority,

grouped by analyst.
Analyst Summary
The number of analysts assigned to requests

by status.
Request Aging Detail by Organization and

Analyst
Detailed summary of all open requests based

on the organization and analyst. The report
includes the last activity and who performed
the last activity. The report is sorted in
descending order based on the time the
request is opened.
Request List by Analyst
List of requests that are assigned to each

analyst.
Requests by Failed Service Type for Groups
Percentage of each service type failure, based

specific groups, or all groups.
Default Reports
Report
Description
Violated SLA for Groups
Number of requests violated based on the

number of times violated. Enter a start and
end date, and group name to find requests
opened during the date range and assigned to
the group or all groups.
SLA Reports
The SLA Violation Report provides an annual trend on the percent of service level agreement
(SLA) violations, against the opened requests volume. For performance reasons, we recommend
that you schedule this report.
Volume Reports
Report
Description
Active Request List
List of active requests grouped by analyst.
Active Requests at Weeks End
Totals of opened requests for today, seven

days ago (one week ago), 14 days ago (two
weeks ago), and so forth, for five weeks. The
totals appear for each week ending date. The
opened request counts, for each week ending
date, include the previous six days, up to and
including the seventh day (the week ending
date).
Activity of Requests
Activities for all requests, grouped by request.
Analyst List by Organization
Analysts organized by their organization.
Key Organization Summary
Detail of all the active requests, by

organization.
Open/Closed Call Analysis by Analyst
Totals of active requests at the start date, new

requests entered during the period, requests
closed during the period, the number of active
requests at the end of the period, and the
change in the number of active requests over
the period.
Request Activity Counts by Customer

Organization
Total of request activities by type, sorted by

customer organization. The totals are based on
requests that were opened between the start
and end dates.
Request Aging Detail
Detailed summary of all currently open

requests, by organization, and the last activity
that occurred and by whom.
Default Reports
Report
Description
Request Areas Currently Active
Total of open requests by request area.
Request List
List of requests.
Request List by Organization
List of requests grouped by customer

organization.
Request List by Priority
List of requests grouped by priority.
Request List by Request Area
List of requests grouped by request area.
Customer Location Reports

The following default Request Reports (grouped by customer location) are provided with CA
Business Intelligence:
Report
Description
Not Closed Requests by Priority
Total of requests with no closed date, by

customer location. A priority separates the
totals. In addition, the report contains totals
for the number active requests, and inactive
with a service level agreement (SLA) violation.
Not Closed Requests by Priority with Attached

Change Orders
Total of requests with no close date and

attached change orders. The totals are
grouped by customer location and priority.
Resolved Requests by Priority with Resolved

Date
Total of requests that have been resolved but

not yet closed. The requests are grouped by
customer location and priority.
Property Reports
The following default Request Property Reports are provided with CA Business Intelligence:
Report
Description
Request Properties by Request Area
Lists all requests and their properties within a

specific date range, grouped by request area.
Request Property Values
Lists request properties based on the open

date range you select. Each property appears
in the list, and all of the responses to that
property.
Default Reports
Support Automation Reports

The following default Support Automation Reports are provided with CA Business Intelligence:
Report
Description
Active Analysts
Real-time data of all analysts who are currently

active (logged in).
Active Assistance Sessions
Real-time data of currently active assistance

sessions.
Active Queued End Users
Real-time information about end users who

are placed in support queues.
Analyst Logins
Detailed information for each analyst login.
Analyst Metrics
Summary information for each analyst,

including key performance metrics. The report
data appears for all sessions completed during
the analyst login sessions, where the login
occurred in the date range.
Assistance Session Metrics
Summary data of the assistance session

performed by the help desk.
Assistance Sessions
Detailed report of all assistance sessions.
Automated Task Execution
Detailed information for each automated task

(script) execution.
Automated Tasks Summary
Summary for each script displaying the

number of times the script has been executed
and the status of the executions.
Queue Entries
Detailed metrics information for each queue

entry.
Queue Entry Metrics
Summary data, by queue, about the queue

entries.
Tool Usage Summary
Summary information about which tools are

used for assistance sessions. For each tool, the
report shows the number of sessions in which
the tool is used, with subtotals for the ticket
category and grand total.
Survey Reports
The following default Survey Reports are provided with CA Business Intelligence:
Report
Description
Survey Details
Details of a specific survey name completed, or

all surveys completed. This report is similar to
the actual survey, but this report displays the
Default Reports
Report
Description
customer selections and comments.
Survey Summary
Summary of a specific survey name, or all

surveys. This report lists the percentages and
totals of responses for each answer, for each
question, based on the total number of
responses for the survey.
Survey Summary with Comments
Summary of a specific survey name, or all

surveys. This report lists the percentages and
totals of responses for each answer, for each
question, based on the total number of
responses for the survey. This report includes
customer comments.
Chapter 12: Managing Web

Intelligence Reports
Overview
BusinessObjects InfoView is a web-based desktop product that provides access to many objects.
The objects include SAP Crystal Reports, Web Intelligence documents, Desktop Intelligence
documents, and SAP BusinessObjects Voyager workspaces. InfoView also allows you to organize
objects based on your preference.
This chapter explains how you can use InfoView to manage Web Intelligence Reports.
Customize Web Intelligence Settings

After InfoView has been installed, you can start the web interface and customize the Web
Intelligence settings.
To customize the Web Intelligence settings
1.
Log in to InfoView (see page 230).

The InfoView home page appears.
2.
Under the Personalize heading, click the Preferences link, and then click Web Intelligence
Preferences.
The Preference page appears, as shown in the following example:
3.
Customize the Web Intelligence settings. The following fields require explanation:
Note: All settings under the Web Intelligence heading only apply to Web Intelligence
documents.
Select a default view format
Sets the default method to view a Web Intelligence document. The following options
are available:
Web
Views and prints documents, responds to prompts, and performs drill analysis. If you
have the correct permissions, you can also track data changes in the Web viewer.
Interactive
Views and prints documents, applies filters to the documents, performs sorts and
calculations, modifies the format of the data in tables and charts, responds to prompts,
and performs drill analysis.
PDF
Responds to prompts, and views and prints documents directly in PDF format.
276 Chapter 12: Managing Web Intelligence Reports
Select a default creation/editing tool

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

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

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

You can create Web Intelligence documents by first selecting a Universe in InfoView. Each
Universe maps to a database that contains corporate business information. When you connect to
a Universe, Web Intelligence automatically starts the document editor that you select on the
Web Intelligence Document Preferences page in InfoView (see page 275).
To create a Web Intelligence document

1.

2.
Click Document List.
3.
In the New drop-down list, select Web Intelligence Document.

The Web Intelligence Document - New Document page appears, as shown in the following
example:
4.
In the list of available Universes, select CA Service Desk universe.

The Query-HTML editor appears, as shown in the following example:
5.

a.
Drag-and-drop the required attribute from the list of objects on the left part of the
page to the Result Objects part of the page.
b.
In the list of objects on the left part of the page, expand Request Filters. In the list
of predefined filters, drag-and-drop a filter to the Query Filters part of the page.
c.
Click Run Query.
Note: For more information about creating Web Intelligence documents, see your Web
Intelligence documentation.
How to Work with the Web Intelligence Rich Client

Web Intelligence provides you with an easy-to-use interactive and flexible user interface to
create and analyze reports on corporate data over the web. You can use Web Intelligence offline
as the Web Intelligence Rich Client, a stand-alone Microsoft Windows application equivalent to
the Java Report Panel that you can install on your computer. The Web Intelligence Rich Client lets
you continue to work with Web Intelligence documents in the following situations:
You are not able to connect to a CMS.
You want to perform calculations locally rather than on the server.
You want to work with Web Intelligence documents without installing a CMS or application
server.
Complete the following steps to work with the Web Intelligence Rich Client:
1.
Install the Web Intelligence Rich Client (see page 282).
2.
Understand the Web Intelligence Rich Client working modes (see page 284).
3.
Create a basic report using the Web Intelligence Rich Client (Connected Mode) (see page
285).
4.
Edit a report using the Web Intelligence Rich Client (Offline Mode) (see page 290).
5.
Add a report to the CA Service Desk Manager Reports tab (see page 291).
Install the Web Intelligence Rich Client

You can install the Web Intelligence Rich Client using InfoView. When you install Web
Intelligence Rich Client from InfoView, the Web Intelligence Rich Client online help system is not
installed to your local computer.
To install the Web Intelligence Rich Client
1.

2.
Under the Personalize heading, click the Preferences link, and then click Web Intelligence
Preferences.
The Preference page appears.
3.
Under the Select a default creation/editing tool heading, select the Desktop (Web
Intelligence Rich Client required) option button and click Install Now.
The Web Intelligence Rich Client starts to install and a websetup.exe prompt appears.
4.
Click Run.
5.
Select English as the language for the installation.

The Welcome page appears.
6.
Click Next.
7.

The Destination Folder page appears.
8.
Select the installation location and click Next.

The Select Features page appears.
9.
Accept the default installation features and click Next, as shown in the following example:
The Ready to Install Application page appears.

10. Click Next.
11. Continue to follow the on-screen instructions.

12. When the installation is complete, click Finish.
The Web Intelligence Rich Client is installed.
Web Intelligence Rich Client Working Modes

The Web Intelligence Rich Client works in two modes:
Connected Mode. In this mode (the default login method), the Web Intelligence Rich Client
is connected to the CMS. Therefore, the CMS applies the security permissions of the user
account. When operating in this mode, the security permissions in the CMS are downloaded
to the local computer. The permissions are later applied when connected in Offline
(Standalone) mode.
Note: Before working in Offline mode with a specific CMS, you must have connected to the
CMS at least once in Connected mode. By connecting to the CMS at least once in Connected
mode, the Web Intelligence Rich Client can download the security permissions from the
CMS.
Offline (Standalone) Mode. In this mode, there is no connection to the CMS. As a result, no
security is enforced and you can only work on local documents.
Create a Basic Report Using the Web Intelligence Rich Client (Connected Mode)
You can create a basic report using the Web Intelligence Rich Client in Connected mode.
To create a basic report using the Web Intelligence Rich Client
1.
Start the Web Intelligence Rich Client.

The Web Intelligence Rich Client login page appears, as shown in the following example:
2.
3.

a.
Enter the user name and password.
b.
Select the appropriate authentication type.
c.
Verify that the Use in Offline Mode check box is not selected.
Click Log On.

The Web Intelligence Rich Client appears, as shown in the following example:
4.
Click Create New Document Based on Data Source.

The New Document dialog appears.
5.
Select the Universe option button and click Next.

The Universe dialog appears, as shown in the following example:
6.
In the list of available Universes, select CA Service Desk and click OK.
The Create Query window appears, as shown in the following example:
7.
Drag-and-drop the required attributes for the report from the left part of the page to the
Result Objects part of the page.
8.
Click Run Query.

9.
Select File, Export to export the report to a CMS database.

The Export Document dialog appears, as shown in the following example:
10. Select the folder in which to export the report and click Export.
The report is exported.
11. Select File, Save As.
The Save Document dialog appears, as shown in the following example:

a.
Specify a name for the report.
b.
Save the report in the userDocs folder.
The report is saved and can be opened for editing when you are connected in Offline mode.
Edit a Report Using the Web Intelligence Rich Client (Offline Mode)
When the Web Intelligence Rich Client is connected using Offline mode, you can complete the
following tasks:
Open a local document.
Create a document (requires a local Universe and a local Connection Server).
Edit a document.
Refresh a document (requires a local Universe and a local Connection Server).
Save a document locally.
To connect using Offline mode and edit a report

1.
Start the Web Intelligence Rich Client.

The Web Intelligence Rich Client login page appears.
2.
3.

a.
Enter the user name and password.
b.
Select the appropriate authentication type.
c.
Verify that the Use in Offline Mode check box is selected.
Click Log On.

The Web Intelligence Rich Client opens.
4.
Select File, Open and select a locally-saved report.
5.
Edit the report and make any necessary changes.
6.
Click Run Query.

The report appears.
7.
Verify the report content.

You can only save the report locally on your hard disk. You cannot export the report.
Add a Report to the CA Service Desk Manager Reports Tab

You can add new Web Intelligence or Crystal Reports that are available in InfoView only to the CA
Service Desk Manager Reports tab. As a result, you can access the reports without logging in to
InfoView.
To add a report to the CA Service Desk Manager Reports tab
1.
Log in to CA Service Desk Manager as an Administrator.
2.
Select Administration, Security and Role Management, Role Management, Web Forms.
3.
Click Create New.
4.
Complete information in the following fields. The following fields require explanation:
Web Form Name
Enter a web form name; for example, KPI Report.
CODE
Enter a code; for example, KPIREP.
Type
Select Report.
Resource
Copy the following code:
$BOServerURL?sPath=[Home],[Public+Folders],[CA+Reports],[CA+Service+Desk],[Key+Perfor
mance+Indicator]&sDocName=Service+Desk+SQL+and+Stored+Query+KPI+Values&sViewer=html
Note: In this code, the variable $BOServerURL is provided from the Options Manager. For all
reports, the resource is the same until
$BOServerURL?sPath=[Home],[Public+Folders],[CA+Reports],[CA+Service+Desk]. After, you
add the folder in which the report is present. Separate each word with a plus sign (+). After
the folder name, specify the document name, separated by the plus sign (+). At the end of
the code, the viewer to use to display the report, by default, is html.
5.
Click Save.
6.
Select Roles, Administrator, Report Web Forms tab, Update Report Web Forms.
7.
Select the KPI Report web form previously created and add the web form to the list.
8.
Click OK.
9.
Log out of CA Service Desk Manager.
10. Log in to CA Service Desk Manager as an administrator.

11. Click the Reports tab.
12. From the list of available reports, select the KPI Report.
The report executes. You can add the report to other roles by repeating the previous steps.
How to Create Service View Reports

Having a view of your services through reporting helps in the validation process behind
Configuration Management. In CA Service Desk Manager, the incident, problem, request and
change order objects have an attribute field named Affected Service. The Affected Service
attribute captures the primary service against which the ticket is logged, as opposed to the
specific Configuration Item (CI) that may be a part to support the service. Reporting on the
service information helps identify how maintainable a particular CI is. In addition, you can link
changes to services to see how much the service has changed. If the CI is linked to the service,
you can see those changes too.
To add the affected services to your CA Service Desk Manager Universe and create reports that
are service-driven, complete the following steps:
1.
Create a derived Universe (see page 293).
2.
Create attribute aliases (see page 293).
3.
Add service objects to the CA Service Desk Manager Universe (see page 295).
4.
Export the Universe (see page 298).
Create a Derived Universe

If you have not already created a derived Universe, follow the instructions in Create a Derived
Universe to Import CA Service Desk Manager Schema Changes into CA Business Intelligence (see
page 209). After you create a derived Universe, you can continue.
Create Attribute Aliases

CA Service Desk Manager includes an ODBC driver that allows Web Intelligence or Desktop
Intelligence to submit SQL SELECT queries directly to the CA Service Desk Manager Object
Manager (domsrvr). The driver exposes CA Service Desk Manager Majic object names and
attributes as tables and columns of a virtual database. In addition, the driver allows an unlimited
number of attribute alias columns to be added to each object. Each attribute alias defines a
pseudo column that corresponds to a column of a joined table. For example, the attribute alias
assignee_organization_name corresponds to the Majic dotted join assignee.organization.name.
To have additional attributes available in the reports from the affected_Service attributes such as
organization, location, and so forth, you create attributes aliases in CA Service Desk Manager.
To create attribute aliases in CA Service Desk Manager

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

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

12. Add the Activity Detail UUID information by adding the following new objects:
Name
Type
Select
Request Configuration
Item UUID
Character
PdmString(alg.request_configur
ation_item_UUID)
Request Affected Service

Name
Character
alg.request_affected_service
_name
13. Verify that three new objects are created in the Incident Detail Class, as shown in the
following example. Preexisting objects are dimmed because you are currently working on a
derived Universe. All dimmed objects and classes belong to the original Universe.
14. Select the Problem node.

15. Expand the Problem Detail folder.
16. Right-click the Problem Detail folder and select Object.
17. Add the following objects:
Name
Type
Select
Affected Resource
Character
PdmString(pr.affected_resource
)
Affected Service
Character
PdmString(pr.affected_service)
Affected Service Name
Character
pr.affected_service_name
18. Select the Problem node.

19. Expand the Problem Activity folder.
20. Right-click the Problem Activity folder and select Object.
21. Add the Activity Detail UUID information by creating the following new objects:
Name
Type
Select
Item UUID
Character
ation_item_UUID)
Request Affected Service

Name
Character
alg.request_affected_service_na
me
22. Select the Resources node.

23. Expand the folders to CMDB, CI Activity Log.
24. Right-click the CI Activity Log folder and select Object.
Name
Type
Select
Configuration Item UUID
Character
PdmString(cialg.ci_id)
26. Select the Resources node.

27. Expand the folders to CMDB, CI Window.
28. Right-click the CI Window folder and select Object.
Name
Type
Select
Configuration Item UUID
Character
PdmString(ci_window.nr)
30. Select the Request node.

31. Expand the Request Activity folder.
32. Right-click the Request Activity folder and select Object.
Name
Type
Select
Item UUID
Character
ation_item_UUID)
34. Expand the Change folder.

35. Right-click Change and select Subclass.
36. Add a new subclass named Change Attached UUID.
37. Add the following objects under the new subclass named Change Attached UUID.
Name
Type
Select
ID
Number
lrel_asset_chgnr.id
Change ID
Number
lrel_asset_chgnr.chg
Change CI Attached UUID
Character
PdmString(lrel_asset_chgnr.nr)
Last Mod Dt
Date
lrel_asset_chgnr.last_mod_dt
Export the Universe

After you add the service objects to the derived Universe, export the objects so that they are
available to select from the Web Intelligence Rich Client. You use the Web Intelligence Rich Client
to create and execute the reports.
To export the Universe
1.
Select File, Save.

The derived Universe is saved.
2.
Select File, Export.

The Export Document dialog appears.
3.
Specify the domain as CA Universes.
4.
Click the Add button to add the derived Universe to the export list.
(Optional) Drill-down into the default folder that is displayed to access the CA Universes
folder and select the z_ServiceDesk.unv file.
The Export Universe message appears.
5.
Click OK.
The Universe is exported.
Example: Service Reports to Generate Metrics

In this example, you access the new service objects and create reports by completing the
following steps:
1.
Log in to the Web Intelligence Rich Client.

Note: The shortcut to start the Web Intelligence Rich Client is available by selecting Start,
Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Web Intelligence Rich Client.
2.
From the New Document link, select to browse for additional data sources.
3.
Select Universe and click Next.
4.
Select the derived Universe from the Available Universes list. In this example, select
z_ServiceDesk.
The Create Query page appears.
5.
Drag-and-drop objects from the left side of the page to the right side under Result Objects.
Core Incident Activity Report

The example Core Incident Activity Report captures incident activities for a service when the
service is attached to a particular incident or group of incidents. The report uses the
Configuration Item ID and the Service Affected ID. The IDs are used because the service name
may not be unique, especially in tenanted implementations. The report query will only select
incidents in which the Configuration Item (CI) is a Service, or Service Affected is not blank. You
can use this report to display the status changes that affected a service.
To create the example Core Incident Activity Report
1.
Drag-and-drop the following objects under Incident, Incident Activity to the right side of the
page:
a.
Request Ref Num
b.
Id
c.
Type Symbol
d.
Type Description
e.
Action Desc
f.
Time Stamp
g.
Last Mod Dt
h.
Time Spent
i.
Request Configuration Item Name
j.
Request Service Affected Name
The query appears similar to the following example:
2.
Add a query filter to display a specific Request Reference Number, or filter on status. In this
example, you take only activities that are associated with a request in which the affected
Service field value is not null or when the incident with a configuration item that belongs to
a class Service.
3.
Drag-and-drop the Request Affected Service Name and Request Configuration Item Class
Type fields from the left pane into the Query Filters pane, as shown in the following
example. All available filtering operators appear in the following example.
4.
Select the CI with classes that is related to the service, as shown in the following example:
5.
Click Run Query after applying the filters.

The Core Incident Activity Report appears. The query results appear in the right pane, and
the columns that are used by the query appear on the left part in the Data tab, as shown in
Service Outage Report

The example Service Outage Report can capture an incident, which can record the type of service
outage with the start and end times. The analyst manually specifies the outage dates. Using this
data, the analyst can determine the duration of a service outage and classify the outages by
outage type or any additional criteria.
The following example illustrates where the start time and end time appear in CA Service Desk
Manager:
By creating a query using objects under the Incident Detail folder, you can report on Service and
Configuration Item outages. The objects used appear in the following example.
After the first run of the query, all columns without exceptions appear on the report. You can
modify the query to insert new columns in the query and create new variables using the Variable
Editor. In these situations, drag-and-drop the new data objects to the report. After you build the
query, you can manage the report by completing the following tasks:
Filtering and prompting data
Displaying data
Analyzing data
Performing calculations
Publishing and scheduling reports
CI Changes Report
Reporting on changes made to Configuration Items helps show how maintainable a particular CI
is. You can review the activity log for a CI to see what has changed, and link the changes to
services. By linking the changes to services, you can see how the service is impacted. If a CI is
linked to a service, the service is affectively changed too.
For this example report, use objects under the Resources, CMDB, CI Activity Log folder in the
query; for example, CI name, CI UUID, CI status, type, and priority.
The following example illustrates a sample CI Changes Report:
CI Attribute Changes Report

Use the CI Attribute Changes Report to report on the attributes of a specific CI that assist with
the validation aspect of Configuration Management. You can add a filter to identify certain
attribute names, or those attributes identified with a Significance value on the CI.
The following example illustrates a sample CI Attribute Changes Report:
Modifying Reports
CI Window Report
Use the CI Window Report to report on maintenance windows that are associated with
Configuration Items. You can merge this report with other reports on Maintenance Windows. By
merging the reports, you can identify incident activities, CI changes, or outages of a particular CI
which are linked to a service.
The following example illustrates a sample CI Window Report:
Modifying Reports
You can modify service-driven reports in many ways. This section describes the ways that you can
modify reports, including report filtering and prompting, data tracking, variables, and so forth.
Report Filtering and Prompting

You can apply filters to reports in the following ways:
The Reporting Menu Bar (see page 307)
The Quick Filter (see page 309)
Display Filter Criteria (see page 310)
Drill Down Function (see page 311)
Modifying Reports
The Reporting Menu Bar

You can click the first icon on the Reporting menu bar to filter reports. When you click this icon,
the Report Filter pane appears. Drag-and-drop items from the Data tab on the left to apply filters
in the report, as shown in the following example:
After you drag-and-drop a column name in the Report Filter pane, the Filter Editor appears. Use
the Filter Editor to input values (constant, or from a list using operators), as shown in the
following example:
Report results immediately refresh and the applied filter continues to appear in the Report Filter
pane, as shown in the following example:
Modifying Reports
You can apply several filters for the same report, as shown in the following example:
Note: You can use the Delete key to suppress a filter.
Modifying Reports
The Quick Filter

When you highlight a report column, the Quick Filter icon is available for the column. When you
click the icon, a list of available values for this field appears, as shown in the following example:
As long as the column is highlighted, Quick Filter is enabled using the menu bar for the
highlighted column, as shown in the following example:
Modifying Reports
Display Filter Criteria

The Filter tab from the Map tab in the left pane displays filters applied for the report, as shown in
Modifying Reports
Drill Down Function

You can use the Drill Down function to implement interactive and simple filters on a report. You
activate the Drill Down Function using the icon on the right side of the page. Drag-and-drop from
the Data tab or the menu bar to add additional filters, as shown in the following example:
From the Data tab, drag-and-drop columns you want to filter in the Filter pane, as shown in the
following example:
Modifying Reports
Data Tracking
Using Web Intelligence, you can track changes between report instances and display the changes
differently, based on the Activate Data Tracking options. You activate Data Tracking using the
Track button on the toolbar. When you click the Track button, the Activate Data Tracking dialog
appears, as shown in the following example:
You select a particular data set as a reference point for future changes. This data is known as the
reference data. When you activate data tracking, two additional options are available:
Hide data tracking
Hides the highlighted data changes when data tracking is activated. This option appears to
the right of the Data tracking button.
Data tracking options
Opens the Data Tracking Options dialog where you can define the formatting that is used to
highlight data changes. This option appears to the right of the Hide data tracking option.
Note: Your ability to activate data tracking and to change the formatting for data changes when
data tracking is activated depends on the rights assigned to you by your administrator.
Modifying Reports
To activate data tracking

1.
From the main toolbar, click the Track button.

The Activate Data Tracking dialog appears.
2.
Select one of the following options:

Auto-update the reference data with each refresh
Uses the current data as the reference data after each data refresh.
Use the current data as reference data
Uses and maintains the current data as the fixed reference data for all data refreshes.
3.
(Optional) Click Refresh Now to refresh the data when the Activate Data Tracking dialog
closes.
4.
Click OK.
The following example illustrates data tracking activated with new activities compared to the
latest report instance (displayed in blue color) and numeric field increased (displayed in green
color). This example also illustrates how to set display and format for a change in a report.
Modifying Reports
Variables
You can use the Variable Editor to create new variables. A variable is the result from a formula
using a BusinessObjects function, columns retrieved by the query, and built-in operators. You can
create a variable using the icon on the toolbar or by selecting Data, Variables on the menu, as
After you create a variable, you can update it using any of the following steps:
Click the variable in the Data tab.
Right-click the variable and select Edit Variable.
As shown in the following example, you can also right-click a variable to duplicate or delete it.
Modifying Reports
Before a variable is available, the variable formula must be validated by clicking the checkmark
icon to the right of the formula field, as shown in the following example:
After you create a variable, it is available similar to any column that the query retrieves.
Modifying Reports
Sections
After you have the necessary data, you may want to organize the data by section. To create a
section, right-click a column (select the column value and not the column caption value) and
select Set as Section, as shown in the following example. You can also create a section from the
menu bar by selecting Reporting, Set as Section.
The Set as Section feature generates a list that is organized by section. In this example, the list is
organized by Affected Service. The column used for the section has been automatically removed
from the table and placed as a header for the section, as shown in the following example:
Modifying Reports
Using the same way to define a section, you can define subsections inside a section. You can
define an unlimited number of section layers.
Modifying Reports
Report Structure
For a view and to understand a report, you may want to display and work on the report structure
rather than the report result. To display the structure of a report, complete one of these steps:
Click the View Structure icon (last icon on the right from the reporting toolbar).
Click View Structure on the menu bar.
The following example represents the structure of a report with a section by Request Affected
Service name and a subsection by Request configuration name:
Similar to the Result mode, you can format a report to add and edit columns.
Modifying Reports
Caption and Formulas

Objects in a report can be transformed like variables. To update a column, right-click a column
and select Formula Toolbar. The cursor appears on the formula toolbar (fx) where you specify
any transformation/calculation to be made for the selected column.
Note: When you double-click the (fx) icon, the Formula Editor appears.
As shown in the following example, the caption Reference Num: appears and the value of the
column Request_Ref_Num:
Modifying Reports
Calculations
Built-in calculations can be inserted automatically at the end of a table for each section break.
Depending on the data type (numeric compared to characters) of the column selected, the
available calculations are different.
Numeric Columns
For numeric columns, the available calculations are the following:
Sum
Average
Count (number of different occurrences)
Minimum
Maximum
Percentage
Text Columns
For text columns, the available calculations are the following:
Count (number of different occurrences)
Minimum
Maximum
As shown in the following example, you can use a built-in calculation for several columns:
Modifying Reports
You can also insert variables (measures) at a section break to generate a calculation at the
section level and not at the record level. To insert a variable at a section level, drag-and-drop the
variable from the Data tab in a report to the section area. Do not drag-and-drop the variable in
the table.
Note: When your report contains too much data, you may want to switch to Structure mode
instead of View Result.
The following example illustrates the report that is generated:
Modifying Reports
Alerters and Conditional Display

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

3.
Click the ellipse to determine the condition, as shown in the following example.
Modifying Reports
In this example, you want to have a different display for the service name when the count of
activity for that service name is greater than 300.
4.
After you determine the condition, specify the display format for fields that are associated
with the alerter, as shown in the following example:
Modifying Reports
5.
After you define the alerter, select the column that you want to associate with the alerter.
6.
Select the alerter and select the check box for the alerter to which you want to associate.
As shown in the following example, the affected service appears differently due to the
defined alerter.
Modifying Reports
Note: You can define multiple alerters for the same report.
Ranking
You can use ranking to display the top n or bottom n values based on measures (numeric) values.
Ranking is associated with the calculation mode being either a count percentage Cumulative Sum
or Cumulative Percentage, as shown in the following example:
Modifying Reports
Formatting the Report

You can use the Formatting toolbar to format a report to meet your requirements such as fonts,
colors, background, borders, and so forth. You can perform formatting on a particular cell or at
the table level. As shown in the following example, when you right-click a cell, you can access the
format and change the properties.
Modifying Reports
Report Templates
Web Intelligence has several report templates that you can apply to a report. Previous examples
in this guide use a vertical template, and you use drag-and-drop to transform a report in a
horizontal template. The following example illustrates all available templates for drag-and-drop
operations to transform reports into a horizontal table.
Modifying Reports
Create Several Reports for One Query

Web Intelligence supports the creation of several report for the same query. In this example, you
create a synthetic report with a graph.
To create several reports for one query
1.
In the Web Intelligence Rich Client, right-click the Report tab and select Insert Report as
Modifying Reports
2.
Drag-and-drop Request Affected Service from the Data tab on the left to the report area on
the right.
Modifying Reports
3.
Repeat step 2 for count_Activities.

Note: For this report, you need at least one measure column.
The report appears, similar to the following example:
You can transform the synthetic view using a single click.

4.
Right-click the report, select Turn To in the drop-down menu, and select the graph that you
want to display as shown in the following example:
Modifying Reports
Modifying Reports
5.
Expand the graph frame horizontally and vertically, as shown in the following example:
6.
Right-click the graph and select Format.

The Properties tab for the graph appears on the left part of the page, as shown in the
following example:
Modifying Reports
The Properties tab contains all display parameters for the graph.
Note: You can construct graphs directly from the Templates tab.
7.
From the Template tab, drag-and-drop a template for the report that you want to create.
In this example, drag-and-drop the Vertical Bar and Line template.
Modifying Reports
8.
From the Data tab, drag-and-drop Request Affected Service Name to the graph and release it
over Place dimension objects here, as shown in the following example. Repeat this step for
the measures fields (Count_Activities and count_ref_num) and release them over Place
measure objects here.
9.
In the toolbar, click View Results.

Use the Report in InfoView
Use the Report in InfoView

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

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

An incident can record the type of service outage with the start and end times as described by
the analyst. The analyst manually specifies the outage dates. Using this data, the analyst can
determine the duration of a service outage and classify the outages by outage type or any
additional criteria.
The following example illustrates where the start time and end time appear in CA Service Desk
Manager:
By creating a query using objects under the Incident Detail folder, you can report on Service and
Configuration Item outages. The objects used appear in the following example. To calculate the
duration, a new column is created in the Universe. This new column represents the difference
between outage stop and outage start. In the Universe, create an object under the Incident
Folder and name it Outage_Duration as shown in the following example:
This new object should be a number and should contain the following in the Select field:
Case
When in.outage_end_time=0 then (PdmToday() -in.outage_start_time)/(3600) else
(in.outage_end_time - in.outage_start_time)/(3600)
END
Click the Properties tab and verify that the object is a measure and a sum executes when
aggregated, as shown in the following example:
Downtime Calculation
Some additional useful information when working with service outages is the ability to calculate
downtime according to a workshift. Typically, a customer wants to differentiate downtime in
business hours and non-business hours.
In this example, use the Universe Designer to create two numeric fields in the Incident, Incident
Analysis, Incident Measures folder. One field calculates the outage during business hours, and
another during non-business hours. The following table contains the object name and select
clause you define to calculate the outages:
Object Name
Select Clause
Outage_Downtime_Business_Ho PdmSeconds(PdmDownTime('Gold','Mon - Fri { 9:00 am urs

5:00 pm }', in.outage_start_time,in.outage_end_time))
Object Name
Select Clause
Outage_Downtime_NON_Busine PdmSeconds(PdmDownTime('L1','Mon - Fri { 5:00 pm - 12:00

ss_Hours
am 12:00 am - 8:00 am } Sat { 12:00 am - 12:00 am } Sun {
12:00 am - 12:00 am }',
in.outage_start_time,in.outage_end_time))
As noted in the table, the PdmDownTime function calculates a downtime inside two dates and
according to a workshift. PdmSeconds transforms the result of the expression in a number of
seconds. When the report is saved and the Universe definition is exported, this number is
transformed into hours.
To create a report using the updated Universe, define a query similar to the following example:
Downtime fields previously created are calculated in seconds. To improve the reading, you can
transform them into hours. By dividing them by 3600, create the following two variables:
Hours_Outage_Downtime_Business_Hours
Hours_Outage_Downtime_NON_Business_Hours
Chapter 13: Creating Reports for

Crystal Reports 2008
Overview
CA Service Desk Manager provides a number of default Crystal Reports. To modify or create new
Crystal Reports, you must have a full version of Crystal Reports 2008 installed.
You can create new reports for Crystal Reports 2008 using the following methods:
Create a Crystal Report using the Data Direct ODBC driver (see page 349).
Create a Crystal Report using the CA Service Desk Manager Universe (see page 357), which is
installed during the CA Business Intelligence configuration.
The Crystal Reports Editor

The Crystal Reports Editor is the application that you use to perform most of the initial work to
create a report. When you start to create a report, Crystal Reports automatically creates the
following areas in the Crystal Reports Editor:
Report Header
Defines the report title and additional information that you want to appear at the beginning
of the report. You can also use this area for charts and cross-tabs that include data for the
entire report.
Page Header
Defines the information that you want to appear at the top of each page on the report. You
can include chapter names, the name of the document, and other similar information. You
can also use this area to display field titles above the fields on the report.
How to Create a Report
Body
Defines the body of the report. This area is printed one time for each record. The majority of
the report data typically appears in this area.
Report Footer
Defines the information that you want to appear only once at the end of the report (such as
grand totals). You can also use this area for charts and cross-tabs that include data for the
entire report.
Page Footer
Contains the page number and any additional information you want to appear on the
bottom of each page on the report.
The following example illustrates the areas of the Crystal Reports Editor:
How to Create a Report

To successfully create a report for Crystal Reports 2008, complete the following steps:
1.
Select the data source.
2.
Add tables.
342 Chapter 13: Creating Reports for Crystal Reports 2008
The Data Direct ODBC Driver
3.
Link multiple tables.
4.
Place data on the report.
5.
Format the data.
6.
Record report selections.
7.
Group, sort, and summarize the data.
8.
Insert page headers and footers.
9.
Add a title page to the report.
These steps are described in the procedures to create a report using the Data Direct ODBC Driver
(see page 349) or the CA Service Desk Manager Universe (see page 357).
The Data Direct ODBC Driver

CA Business Intelligence uses the Data Direct ODBC driver to communicate with CA Service Desk
Manager. The ODBC client is installed during the CA Business Intelligence configuration. The Data
Direct ODBC driver communicates with the CA Service Desk Manager ODBC Data Access Service
which executes on the CA Service Desk Manager server.
The Data Direct ODBC driver name should begin with casd_ followed by the server name in
uppercase. The following is an example for the Data Direct ODBC driver name:
casd_TESTSERVER
Install the Data Direct ODBC Driver
The default port number for Data Direct ODBC version 6 is 19987. However, you can change the
port number during the CA Business Intelligence configuration.
The following example illustrates the architecture of the Data Direct ODBC driver:

You can install the Data Direct ODBC driver during the CA Business Intelligence configuration.
To install the Data Direct ODBC driver
1.
installation.
2.
3.
Click the Product Installs tab and click the CA Business Intelligence Configuration link, as
4.
Click Next on the Welcome dialog.

The CA Service Desk Manager Component Installer Wizard appears, as shown in the
following example:
Note: If CA Business Intelligence is installed on a server that contains CA Service Desk
Manager components (the CA Service Desk Manager Secondary server), the ODBC client is
automatically installed. As a result, the CA Business Intelligence Configuration dialog appears
different from the following example.
5.

BI Admin User Name
Type the same user name (Administrator) that you specified during the CA Business
Intelligence installation.
BI Admin Password
Type the same password that you specified during the CA Business Intelligence
installation.
Type ServiceDesk for the administrator user name.
Type the password for the administrator user name.
CA Service Desk Manager Primary Host

Specify ServiceDesk Primary Host as the primary host.
Default ODBC port number
Specify 19987 as the default ODBC port number.
Default ODBC installation location
The default ODBC installation location is C:\Program Files\CA\SC\CASD_ODBC. Based on
your requirements, you can change this location. The option Use Data Direct ODBC 6.0
Driver installs and configures the ODBC driver. If a previous version of driver exists on
the server, this option updates the driver to version 6.0. The CA Service Desk Manager
Universe uses and requires this version.
6.
Click Finish.
The configuration is complete. A CA Service Desk Manager data source is available on the
System DSN tab of ODBC Data Sources.
7.
Double-click the ODBC connection and click Test Connect, as shown in the following
example:
The Logon to Data Source dialog appears.

8.
Type the Service Desk Privileged User Name and Password in the Data Source User Name
and Data Source Password fields.
9.
Click OK.
The Connection test was successful message appears.
Create a Crystal Report Using the Data Direct ODBC Driver

You can create a Crystal Report using the Data Direct ODBC driver.
To create a Crystal Report using the Data Direct ODBC driver
1.
Start Crystal Reports 2008.
2.
Select File, New, Blank Report.

The Database Expert dialog appears, as shown in the following example:
3.
In the Available Data Sources list, expand the Create New Connection folder.
4.
Scroll in the list and select ODBC (RDO).

The ODBC (RDO) dialog displays all available ODBC connections on the server, as shown in
5.
Select the Data Direct ODBC driver and click Next.

The Connection Information page appears, as shown in the following example:
6.
Enter the user name for the user to connect to the CA Service Desk Manager server, and the
password for the user.
7.
Click Finish.
The Database Expert dialog displays the new connection and the CA MDB database, as
8.
In the Available Data Sources list, expand the CA MDB database, select the required objects
for the report, and click the right arrow button to move the objects to the Selected Tables
list.
The objects appear in the Selected Tables list, as shown in the following example:
9.
Click OK.
10. Select View, Field Explorer.

11. Expand Database fields, CR.
12. Drag-and-drop the required fields for the report to the Detail area of the report.
The column name is automatically added to the Page Header area, as shown in the following
example:
13. After you add the required fields, click Report, Refresh Report Data.
A report preview appears, as shown in the following example:
14. Select File, Save As and save the report locally, or to the Enterprise.
15. (Optional) To save the report to an Enterprise location, select Enterprise in the Save As
dialog.
The Log On to BusinessObjects Enterprise dialog appears, as shown in the following example:
16. Enter the user name and password to log on to BusinessObjects Enterprise and click OK.
17. Select a folder location for the report, specify a file name, and click Save.
The report is saved.
Create a Crystal Report Using the CA Service Desk Manager Universe

You can create a Crystal Report using the CA Service Desk Manager Universe.
To create a Crystal Report using the CA Service Desk Manager Universe
1.
Start Crystal Reports 2008.
2.
Select File, New, Blank Report.

The Database Expert dialog appears, as shown in the following example:
3.
In the Available Data Sources list, expand the Create New Connection folder.
4.
Expand the Universes folder.

The BusinessObjects Enterprise Explorer dialog appears, as shown in the following example:
5.
Expand the CA Universe folder, select the CA Service Desk Universe, and click Open.
The BusinessObjects Query Panel appears, as shown in the following example:
6.
Drag-and-drop the required report attributes from the CA Service Desk Universe to the
Results Objects section of the page.
7.
Click OK.
The Database Expert dialog appears with the CA ServiceDesk_Query, as shown in the
following example:
8.
In the Available Data Sources list, select the CA Service Desk_Query in the Universes folder.
9.
Click the right arrow to move the selection to the Selected Tables list.
10. Click OK.
11. Select View, Field Explorer.

12. Expand Database fields, CA ServiceDesk_Query.
13. Drag-and-drop the required fields for the report to the Detail area of the report.
The column name is automatically added to the Page Header area, as shown in the following
example:
14. After you add the required fields, click Report, Refresh Report Data.
A report preview appears, as shown in the following example:
15. Select File, Save As and save the report locally, or to the Enterprise.
16. (Optional) To save the report to an Enterprise location, select Enterprise in the Save As
dialog.
The Log On to BusinessObjects Enterprise dialog appears, as shown in the following example:
17. Enter the user name and password to log on to BusinessObjects Enterprise and click OK.
18. Select a folder location for the report, specify a file name, and click Save.
The report is saved.
Chapter 14: Administering

Tomcat
Change the Tomcat Port
After the initial installation of CA Business Intelligence, you can change the Tomcat port that is
specified during the installation.
To change the Tomcat port
1.
On the CA Business Intelligence server, navigate to the CA Business Intelligence installation

folder.
Note: The default installation location on a 32-bit operating environment is C:\Program
Files\CA\SC\CommonReporting3. The default installation location on a 64-bit operating
environment is C:\Program Files (x86)\CA\SC\CommonReporting3.
2.
Navigate to the Tomcat55/conf folder.
3.
Back up the SERVER.XML file.
4.
Using a text editor, open the SERVER.XML file.
5.
Locate the following line in the file:


6.
In the Connector section of the file, change the Tomcat port based on your requirements.
The following sample code illustrates the updated port:
<Connector URIEncoding="UTF-8" acceptCount="100" ConnectionTimeout="20000" debug="0"
disableUploadTimeout="true" enableLookups="false" maxSpareThreads="75" maxThreads="150"
minSpareThreads="25" port="PORT #" redirectPort="8443"/>
7.
Save the SERVER.XML file.
8.
Update the shortcuts to the InfoView and Central Management Console to indicate the new
Tomcat port. The following sample URLs indicate the new Tomcat port:
(InfoView URL) CommonReporting3\Tomcat55\bobjsetup\infoview.url
(Central Management Console URL) CommonReporting3\BusinessObjects Enterprise

12.0\win32_x86\cmc.url
Change the Tomcat Port
9.
Start the Central Configuration Manager by selecting Start, All Programs, BusinessObjects XI
3.1, BusinessObjects Enterprise, Central Configuration Manager.
The Central Configuration Manager appears, as shown in the following example:
10. Restart the Apache Tomcat 5.5.20 service.

12. Navigate to Administration, Options Manager, Web Report.
366 Chapter 14: Administering Tomcat
Upgrade the Tomcat Release Number
13. Update the bo_server_location value to indicate the new CA Business Intelligence Tomcat
port, as shown in the following example:
14. On the CA Service Desk Manager server, restart the ServiceDesk service.
The Tomcat port is changed.

Due to some known security vulnerability issues and compatibility reasons, you may need to
upgrade Tomcat to a newer release. By default, CA Business Intelligence XI Release 3 uses
Tomcat 5.5.20 to integrate with CA Service Desk Manager.
To upgrade the Tomcat release number to 5.5.30
1.
On the CA Business Intelligence server, start the Central Configuration Manager by selecting
Start, All Programs, BusinessObjects XI 3.1, BusinessObjects Enterprise, Central Configuration
Manager.
The Central Configuration Manager appears.
2.
Stop the Apache Tomcat 5.5.20 service.

The Apache Tomcat 5.5.20 service stops. This process may take a few minutes to complete.
3.
4.
On the CA Business Intelligence server, use Windows Explorer to rename the existing Tomcat
installation directory.
(32-bit operating environment) Rename C:\Program

Files\CA\SC\CommonReporting3\Tomcat55 to C:\Program
Files\CA\SC\CommonReporting3\Tomcat55_Original
(64-bit operating environment) Rename C:\Program Files

(x86)\CA\SC\CommonReporting3\Tomcat55 to C:\Program Files
(x86)\CA\SC\CommonReporting3\Tomcat55_Original
Download Apache Tomcat 5.5.30 by completing the following steps:

a.
Open a browser and navigate to http://archive.apache.org.
The Apache Archives page appears.

b.
5.
Use the links on the page to find and download Apache Tomcat 5.5.30.
Extract the content of the downloaded Apache Tomcat 5.5.30 file into the following
directory:
(32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3
(64-bit operating environment) C:\Program Files (x86)\CA\SC\CommonReporting3
A directory named apache-tomcat-5.5.30 is created.

6.
Rename the apache-tomcat-5.5.30 directory to Tomcat55.

Note: Verify that a duplicate directory named apache-tomcat-5.5.30 does not exist within
the apache-tomcat-5.5.30 directory.
7.
Download Apache Tomcat compatibility package by completing the following steps:

a.
Open a browser and navigate to http://archive.apache.org.
The Apache Archives page appears.

b.
8.
9.
Use the links on the page to find and download the Apache Tomcat compatibility
package.
Extract the content of the downloaded Apache Tomcat compatibility package into the
updated Apache Tomcat installation directory:
(32-bit operating environment) C:\Program Files\CA\SC\CommonReporting3\Tomcat55
(64-bit operating environment) C:\Program Files

(x86)\CA\SC\CommonReporting3\Tomcat55
10. Navigate to the following directory:
(32-bit operating environment) C:\Program

Files\CA\SC\CommonReporting3\deployment

(x86)\CA\SC\CommonReporting3\deployment
11. Execute the following command:

wdeploy tomcat55 deployall
This command may take a few moments to complete.

12. Copy the web.xml file from the C:\Program
Files\CA\SC\CommonReporting3\Tomcat55_Original\webapps\OpenDocument\WEB-INF\w
eb.xml location to the appropriate location:

Files\CA\SC\CommonReporting3\Tomcat55\webapps\OpenDocument\WEB-INF\web.x
ml

(x86)\CA\SC\CommonReporting3\Tomcat55\webapps\OPenDocument\WEB-INF\web.x
ml
13. (Optional - if you changed the default CA Business Intelligence ports) Copy the server.xml file
from the C:\Program Files\CA\SC\CommonReporting3\Tomcat55_Original\conf\server.xml
location to the appropriate location:

Files\CA\SC\CommonReporting3\Tomcat55\conf\server.xml

(x86)\CA\SC\CommonReporting3\Tomcat55\conf\server.xml
14. (Optional - if you changed the default CA Business Intelligence web.xml file) Copy the
web.xml file from the C:\Program
Files\CA\SC\CommonReporting3\Tomcat55_Original\conf\web.xml location to the
appropriate location:

Files\CA\SC\CommonReporting3\Tomcat55\conf\web.xml

(x86)\CA\SC\CommonReporting3\Tomcat55\conf\web.xml
15. Start the Central Configuration Manager by selecting Start, All Programs, BusinessObjects XI
3.1, BusinessObjects Enterprise, Central Configuration Manager.
16. Restart the Apache Tomcat 5.5.30 service.
Note: The Central Configuration Manager incorrectly indicates on the page that the service is
Apache Tomcat 5.5.20. The underlying service is Apache Tomcat 5.5.30.
18. Navigate to Administration, Options Manager, Web Report.
19. Update the bo_server_location value to indicate the new CA Business Intelligence Tomcat
port, as shown in the following example:
20. On the CA Service Desk Manager server, restart the ServiceDesk service.
The Tomcat release number is changed.
21. Log in to either CA Business Intelligence or CA Service Desk Manager and verify that the CA
Business Intelligence reports are executing correctly.
Chapter 15: Troubleshooting

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

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

In a production environment, modifying the Universe using the Designer can take a substantial
amount of time, and has risks. You can use the pdm_isql command to test a filter without using
the Designer.
To test a filter using the pdm_isql command
1.
Log in to the CA Service Desk Manager server.
2.
3.
Start the Interactive SQL tool by executing the following command:

pdm_isql
The Interactive SQL tool starts.

4.
Connect to a CA Service Desk Manager primary or secondary server that contains the
reporting data by executing the following command:
connect user*"password"@casd_MYSERVER
In this command, casd_MYSERVER is the ODBC connection that is defined for your server.
The following is a sample command:
pdm_isql connect ServiceDesk*"ServiceDeskPW@casd_MYSERVER
5.
Execute the following basic query:

SELECT ref_num, open_date, description FROM in WHERE active=1;
The command output appears, as shown in the following example:
6.
Execute the following Pdm functions:

SELECT ref_num,
PdmToday() AS FullDate,
PdmDay() AS JustDate,
PdmMonth() AS JustMonth,
PdmYear() AS JustYr,
PdmMonth(PdmAddMonths(-1)) AS LastMonth,
PdmSeconds(open_date) AS OpenedEpoch
FROM in WHERE active=1;
The following example illustrates how to execute these functions:
7.
After you are comfortable using pdm_isql to test date ranges, execute the following sample
commands as a possible approach for common date ranges:
SELECT ref_num,
PdmToday(-1,-1) AS Yesterday_Start,
PdmToday(-1,1) AS MonthToDate_Start,
PdmToday(-1,1,-1) AS PreviousMonth_Start,
PdmToday(-1,1,1) AS FirstQuarter_Start,
PdmToday(-1,1,4,-1) AS LastYrSecondQuarter_Start
FROM in;
/* Sample end date ranges for testing in pdm_isql */
select ref_num,
PdmToday(1,-1) AS Yesterday_End,
PdmToday() AS MonthToDate_End,
PdmToday(1,31,-1) AS PreviousMonth_End,
PdmToday(1,31,3) AS FirstQuarter_End,
PdmToday(1,31,6,-1) AS LastYrSecondQuarter_End
FROM in;
Add a Filter to the Universe

You add a filter to the Universe so you can leverage custom date ranges.
To add a filter to the Universe
1.
Log in to the CA Business Intelligence server.
2.
Start the Designer.
3.
Import the Universe.

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

@Select(Incident Detail\Open Date)
BETWEEN CASE
@Prompt(' Select a pre-defined time frame: ', 'A', {'Yesterday', 'Month To Date', 'Previous
Month', 'First Quarter', 'Last Year Second Quarter'}, mono, free, not_persistent, {''})
WHEN 'Yesterday'
THEN PdmToday(-1, -1)
WHEN 'Month To Date'
THEN PdmToday(1, 31, -1)
WHEN 'Previous Month'
THEN PdmToday(-1,1,-1)
WHEN 'First Quarter'
THEN PdmToday(-1,1,1,0)
WHEN 'Last Year Second Quarter'
THEN PdmToday(-1,1,4,-1)
END
AND
CASE
@Prompt(' Select a pre-defined time frame: ', 'A', {'Yesterday', 'Month To Date', 'Previous
Month', 'First Quarter', 'Last Year Second Quarter'}, mono, free, not_persistent, {''})
WHEN 'Yesterday'
THEN PdmToday(1,-1)
WHEN 'Month To Date'
THEN PdmToday()
WHEN 'Previous Month'
THEN PdmToday(1,31,-1)
WHEN 'First Quarter'
THEN PdmToday(1,31,3)
WHEN 'Last Year Second Quarter'
THEN PdmToday(1,31,6,-1)
END
8.
Save and export the Universe.

The filter is added to the Universe.
Create a Report with the Filter

After you add a filter to the Universe, create a report to leverage the custom filter.
To create a report and leverage the custom filter
1.
Start InfoView.
2.
Select New, Web Intelligence Document.
3.
In the Query Designer, create the report.
4.
Drag-and-drop the custom filter to the Query Filters section of the Edit Query page.
5.
Execute the report.

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

12. Verify the following information:
Verify that the incidents returned only show the incidents within the selected date
range.
Verify the report output at specific intervals to help ensure that the dates remain
accurate.
The report is created and leverages the custom filter.
PDM Functions
The following PDM functions are provided for your reference.
Function
Description
PdmAddDays([date,] count)
This function can be used anywhere in the

query.
PdmAddMonths([date,] count)
When used with one argument, this

function adds the number of days in the
argument to the current date and returns
the result.
When used with two arguments, this

function adds the number of days in the
second argument to the value of the date
column that is specified in the first
argument and returns the result.

function adds the number of months in
the argument to the current date and
returns the result. The single argument
form can be used anywhere in the query.
When used with two arguments, this

function adds the number of months in
the second argument to the value of the
date column specified in the first
argument and returns the result. The
two-argument form can only be used in
the selection list.
PDM Functions
Function
Description
PdmDay([date])
When used with no arguments, this

function returns the current day as an
integer. The zero argument form can be
used anywhere in the query.

function returns the day that is associated
with the value of the date column
specified in the argument. The
one-argument form can only be used in
the selection list.
PdmDownTime( slaName, workshift, startDate, Calculates the downtime between two dates
endDate )
within the specified service level agreement
(SLA) and workshift. This function can only be
used in the selection list.
PdmMonth([date])
PdmMonthName([date])

function returns the current month as an
integer from one to 12. The zero
argument form can be used anywhere in
the query.

function returns the month that is
associated with the value of the date
column specified in the argument. The
the selection list.

function returns the localized name of the
current month (January, February, and so
forth). The zero argument form can be

function returns the localized name of the
value of the date column specified in the
argument. The one-argument form can
only be used in the selection list.
PDM Functions
Function
Description
PdmDay([date])

function returns the current day as an
integer. The zero argument form can be

function returns the day that is associated
with the value of the date column
specified in the argument. The
the selection list.
PdmSeconds(date)
Returns the value of the date column specified

in the argument in its raw form as the number
of seconds from midnight January 1, 1970. This
function can only be used in the selection list.
The argument is required.
PdmString(column)
Returns the string equivalent of value of the

column that is specified in the argument. This
function can be used with UUID, date, or string
columns. This function can only be used in the
selection list.
PdmToday()
Returns the current date. This function can be

used anywhere in the query, and is evaluated
to the current date (in seconds from
1/1/1970). This function is adjusted according
to the arguments described in The PdmToday
Function (see page 374).
PdmYear([date])

function returns the current year as a
four-digit integer. The zero argument form
can be used anywhere in the query.

function returns the year that is
associated with the value of the date
column specified in the argument. The
the selection list.
Appendix A: Mapping CA Service

Desk Manager Fields
Overview
An incident record in CA Service Desk Manager has many fields that are provided out-of-the-box
on the Incident form. In most cases, the fields also include site-defined custom fields. The
incident record is an object having many attributes, presented as fields on the Incident Detail
form. Each one of the presented fields maps to an attribute in the applications object layer. The
attribute name, in turn, maps to a specific field in the database. In many cases, the attribute
name and the database name are identical. However, the names being identical is not
guaranteed so it is important to validate the correct name when referencing fields for report
creation. The attribute names are also case-sensitive, so verify the capitalization.
After the appropriate field names are identified, note the type of data that is valid in the field.
Data types are stored as integers, UUID, strings, local time, date, and for example, even a single
relation to another table (SREL).
Note: For more information about data elements, attributes, objects, and tables, see the CA
Service Desk Manager Technical Reference Guide.
This appendix includes information about how to map CA Service Desk Manager fields to the
correct attribute name and values. Knowledge of these fields is necessary when creating reports
accessing data for those fields. This appendix uses the incident record as an example. However,
the same principle applies to other CA Service Desk Manager objects such as Requests, Problems,
Change Orders, and Issues.
How to Map CA Service Desk Manager Fields

To map CA Service Desk Manager fields to the correct attribute name and values, complete the
following steps:
1.
Step 1 - Decide what CA Service Desk Manager fields to analyze (see page 386).
2.
Step 2 - Map the fields to their attribute names (see page 386).
3.
Step 3 - Map the fields to their object (see page 388).
4.
Step 4 - Look up valid values in the SREL table (see page 389).
5.
Step 5 - Use the collected information (see page 390).
Step 1 - Decide What CA Service Desk Manager Fields to Analyze

In this example, the Description and Incident Area of an incident are used.
Step 2 - Map the Fields to their Attribute Names

In this step, you map the fields to their corresponding attribute names. You can map fields using
the following methods:
Map Fields Using the Command Line (see page 386)
Map Fields Using the Web Screen Painter (see page 387)
Map Fields Using the Command Line

Use the bopsinfo command to display attribute details for a factory object. First, note the
corresponding object or factory for incidents, which is represented as in. The FACTORY Optional
statement that accompanies each object defines access to the object, and includes the following:
Its relation attribute
A common name
The security group that can access it
The type of lists produced
How the lists can be sorted.
If this statement is not included, the object is treated according to default specifications.
386 Appendix A: Mapping CA Service Desk Manager Fields
The ticket object includes the following:
Incidents: in
Requests: cr
Problems: pr
Change Orders: chg
Issues: iss
Use the bop_sinfo a <factory> command to show all of the attributes for that object. For
example, to see all of the attributes for incidents, use the bop_sinfo a in command.
Map Fields Using the Web Screen Painter
You can use the Web Screen Painter to find attributes for an object. This method may be easier
because you can review the fields on the form and see the attribute name. For more information
about using the Web Screen Painter, see the CA Service Desk Manager Administration Guide.
To visually find the attributes for an object
1.
Open the CA Service Desk Manager Web Screen Painter.
2.
Open the Ticket Detail window. For example, for incidents, open detail_cr.htmpl.
The detail forms for other ticket types are the following:
3.
Request: detail_cr.htmpl
Incident: detail_in.htmp
Problem: detail_pr.htmpl
Change Order: detail_chg.htmpl
Issue: detail_iss.htmpl
Review the attribute names for the fields in the related boxes.
a.
The attribute name for Description is description.
b.
The attribute name for Incident Area is category.
Note: The attribute names are case-sensitive.
Step 3 - Map the Fields to their Object

The next step in this process is to locate the two attributes and associate a data type to them.
One way to accomplish this step is to reference the Object and Attributes section in the CA
Service Desk Manager Technical Reference Guide.
The other way is to use the bop_sinfo command with the aq option to retrieve both attributes
and SQL information. For example, to retrieve the data type and attribute list for the incident (in)
object, use the bop_sinfo afq in command.
The related relate database table, Call_Req, and the attribute information about the fields
appear in the following table:
Attribute
Database Field
Data Type
description
description
STRING
category
category
STRING
DBMS Name (object)
prob_ctg (pcat)
You now have all of the information that you need for description. You know the attribute name,
you have found that its value is a STRING, and it does not have a Relationship table (SREL).
However, further investigation is needed for Request Area (category) because it has a SREL
associate with it.
Note: The other types of main CA Service Desk Manager objects can be found in the following
sections in the CA Service Desk Manager Technical Reference Guide.
1.
Request - cr Object
2.
Incident - cr Object
3.
Problem - cr Object
4.
Change Order - chg Object
5.
Issue - iss Object
Step 4 - Look up Valid Values in the SREL Table

The value that is stored in the string field for the category matches one of the valid values that
are specified in the corresponding SREL table. In this case, the persid field in the prob_ctg table.
To list these values, you can use a SQL query product and perform the query SELECT persid, *
FROM prob_ctg against the CA Service Desk Manager MDB. In this example, SQL Server
Management Studio is used. The query appears similar to the following example:
The persid column shows the valid string values for the Incident Area (category), and the sym
column includes the corresponding display name.
You can also use the command line to extract the information. On the CA Service Desk Manager
primary or secondary server, use the following command: pdm_extract Prob_Category. The
Prob_Category is the schema name for the pcat factory. You can see this information using the
bop_sinfo command with the fq options. For example, use the bop_sinfo fq pcat command.
Step 5 - Use the Collected Information

The information for the field name and valid values for the Description and Incident Area appear
in the following table:
UI Name
Attribute/Field
Name
Valid Values
Description
description
Any String
Incident Area
category
pcat:5100
Software
pcat:5101
Hardware
pcat:5102
Networks
pcat:5103
Applications
pcat:5104
Software.Environment
pcat:5105
Software.Environment.DOS
pcat:5106
Software.Environment.OS2
pcat:5107
Software.Environment.Windows
pcat:5108
Printer
pcat:5109
Email
Values Referencing To
Index
A
About this Guide 14
ACKNOWLEDGEMENTS iii
Add a Filter to the Universe 377
Add a Report to the CA Service Desk
Manager Reports Tab 282, 291
Add a User to the CA Universe Developer
Group 221
Add an Object 238
Add Service Objects to the CA Service Desk
Manager Universe 293, 295
Administering Tomcat 365
Aggregate Reports 248, 249
Aging Reports 250, 255, 256, 268
Alerters and Conditional Display 322
Archiving 157, 165
Asset Reports 248, 249
Audit the Central Management Server 199
Audit the Job Servers 199, 201
Auditing 199
Authentication Methods 179
C
CA Business Intelligence and CA Service
Desk Manager Communication 35
CA Business Intelligence Hardware
Requirements 39
CA Business Intelligence Security 179
CA Business Intelligence Servers 22
CA Business Intelligence Universe and
Designer 205
CA CMDB Reports 248, 254
CA Service Desk Manager and
BusinessObjects Enterprise Authentication
Integration Details 37
CA Service Desk Manager Integration
Reports 259, 263
CA Service Desk Manager Universe Mapping
with CA MDB Data 279
220
CA TECHNOLOGIES PRODUCT REFERENCES
v
Calculations 320
Caption and Formulas 319

Change Order Reports 248, 250, 266
Change the Tomcat Port 365
CI Attribute Changes Report 305
CI Changes Report 304
CI Window Report 306
Client Tools 17
Complex Reporting Scenario 64
Compliance Reports 250, 251
Configuration Considerations 121
Configuration Planning 120
Configure a CMS Database (SQL Server
2008) 41, 43
Configure an Email Notification 240
Configure an ODBC Connection to the CMS
Database (SQL Server) 35, 39, 43
Configure and Publish the Replication
Snapshot of the Production Database 122,
129
Configure CA Business Intelligence 39, 50
Configure CA Business Intelligence for
Multi-Tenancy 113
Configure CA Business Intelligence for
Multi-Tenancy (LDAP Authentication) 116
Configure LDAP Authentication 188
Configure Reporting on the Production
Instance of CA Service Desk Manager 122,
157
Configure the CA Business Intelligence
Cluster 78, 80
Configure the CA Business Intelligence
Installation 167, 173
Configure the CA Business Intelligence Web
Application Tier Servers 86
Configure the Reporting Database to
Subscribe to the Published Replication Data
122, 146
Configure Trusted Principal Authentication
180
Configuring CA Business Intelligence
Reports for Multi-Tenancy 111
Configuring CA Business Intelligence with a
Replicated Reporting Database 119
Considerations 157
Contact Activity Reports 259
Core Incident Activity Report 299
Count Reports 254, 255, 268, 269
Create a Basic Report Using the Web

Intelligence Rich Client (Connected Mode)
282, 285
Create a Crystal Report Using the CA Service
Desk Manager Universe 341, 343, 357
Create a Crystal Report Using the Data
Direct ODBC Driver 341, 343, 349
Create a Derived Universe 293
Create a Derived Universe to Import CA
Service Desk Manager Schema Changes into
CA Business Intelligence 209, 293
Create a Report with the Filter 379
Create a Web Intelligence Document 279
Create Attribute Aliases 293
Create New Web Intelligence Reports Using
a Derived Universe 217
Create Several Reports for One Query 328
Creating Reports for Crystal Reports 2008
341
Customer Location Reports 268, 271
Customize InfoView Using My InfoView
243, 244
Customize InfoView Using Personal
Preferences 243
Customize InfoView Using the Central
Management Console 243, 245
Customize Web Intelligence Settings 275,
279
D
Dashboards 264, 265
Data Tracking 312
Default Reports 247
Designer and Universe Fundamentals 205
Designer Tips 227
Detail Reports 264, 265
Display Filter Criteria 306, 310
Downtime Calculation 339
Drill Down Function 306, 311
E
Edit a Report Using the Web Intelligence
Rich Client (Offline Mode) 282, 290
Effectiveness Reports 254, 255, 268, 269
Example
Service Reports to Generate Metrics
299
Export the Universe 175, 178, 293, 298
392 Index
F
FEEDBACK v
Forecast Reports 250, 252
Formatting the Report 326
G
Gather Files and Data from the Production
125, 126
H
How BusinessObjects Enterprise Processes
Information 28
How CA Service Desk Manager Integrates
with CA Business Intelligence 63
How to Configure CA Business Intelligence
with a Replicated Reporting Database 122
How to Configure SQL Server as the CMS
Database 39, 40, 68, 80, 87, 96, 167
How to Create a Report 342
How to Create Service View Reports 293
How to Customize InfoView 243
How to Implement a Complex Reporting
Infrastructure 66
How to Install and Configure the Reporting
123
How to Install and Integrate CA Business
Intelligence and CA Service Desk Manager
(Simple Installation with One Server) 39
How to Map CA Service Desk Manager
Fields 385
How to Troubleshoot SQL Server Errors
160
How to Upgrade to BusinessObjects XI
Release 3.1 167
How to Work with the Web Intelligence
Rich Client 282
I
Implement an Archive Policy to Ignore Data
Delete Requests 165
Implement Tenant Restrictions in CA Service
Desk Manager 111
Incident and Problem Management Reports
248, 254
Incident Reports 266

Install a Reporting Database Server 122,
123
Install and Configure CA Business
Intelligence 122, 156
Install and Configure the Production
123
Install and Configure the Reporting Instance
of CA Service Desk Manager 123, 124, 128
Install CA Business Intelligence (SQL Server)
39, 44, 156
Install the Data Direct ODBC Driver 344
Install the Web Intelligence Rich Client
282
Installing CA Business Intelligence 39, 63
Installing CA Business Intelligence in a
Complex Reporting Environment 63
Integrate CA Business Intelligence and CA
Service Desk Manager 39, 55
Integration Planning 14
Introduction 13
Issue Reports 248, 255, 266, 267
J
Job Roles and Client Tools 20
K
Key Performance Indicator Reports 248,
258
Knowledge Document Effectiveness Reports
259, 260
Knowledge Document Status Reports 259,
260
Knowledge Management Reports 248,
259
Knowledge Team Productivity Reports
259, 261
L
LEGAL NOTICE ii
Log In to InfoView 230, 275, 280, 282
Logging in to BusinessObjects Enterprise
28
M
233
Make the Authentication Drop-Down List
Appear 232
Managed Service Provider (MSP) Reports
248, 264
Managing Authentication and Security
179
Managing CA Service Desk Manager Reports
Using InfoView 229
Managing Web Intelligence Reports 275
Map Fields Using the Command Line 386
Map Fields Using the Web Screen Painter
386, 387
Mapping CA Service Desk Manager Fields
385
Modifying Reports 306
MSP Reports 264
Multi-Tenancy 111
O
Operational Dashboard Reports 248, 266
Oracle Considerations 128
Overview 13, 17, 63, 119, 167, 199, 229,
275, 341, 385
P
PDM Functions 381
Problem Reports 266, 267
Property Reports 250, 254, 256, 258, 268,
271
Q
Querying CA Service Desk Manager with
BusinessObjects Enterprise 36
R
Ranking 325
Reinitialize the Subscriber 160, 162
Reinitialize the Subscriptions 160
Report Filtering and Prompting 306
Report Structure 318
Report Templates 327
Request Reports 248, 266, 267, 268
Required Server Configurations 65

Resource Reports 250, 252, 255, 256, 268,
269
Restrict Access to Universe Objects 221
Review the Installation Log Files 168, 178
Rights 196
S
Schedule a Report 236, 240
Search Administration Reports 259, 262
Search Effectiveness and Usage Reports
259, 262
Sections 316
Security Recommendations 195
Service Outage Report 303, 337
Set Up the Reporting Instance of CA Service
Desk Manager 123, 126
Setting a Schedule for Crystal Reports 28,
34
Setting Rights, Data Partition Security, and
Universe Class Rights 197
Sharing the CA MDB with Other CA
Technologies Solutions 157, 164
SLA Reports 254, 255, 268, 270
Step 1 - Create the File Shares for CA
Business Intelligence 66, 67
Step 1 - Decide What CA Service Desk
Manager Fields to Analyze 385, 386
Step 2 - Install the First Server in the
Intelligence Tier of CA Business Intelligence
66, 68, 87, 96
Step 2 - Map the Fields to their Attribute
Names 385, 386
Step 3 - Install the CA Business Intelligence
Web Application Tier Servers 66, 80
Step 3 - Map the Fields to their Object
386, 388
Step 4 - Install the Second Server in the
Intelligence Tier of CA Business Intelligence
66, 87
Step 4 - Look up Valid Values in the SREL
Table 386, 389
Step 5 - Install the CA Business Intelligence
Processing Tier Servers 66, 96
Step 5 - Use the Collected Information
386, 390
Step 6 - Configure the Input and Output File
Repository Servers 66, 102
394 Index
Step 7 - Configure the CA Business

Intelligence Tiers (Enable and Disable the
Server Components) 67, 105
Step 8 - Configure CA Business Intelligence
67, 107
Summary 108
Support Automation Reports 248, 272
Survey Reports 248, 272
System Reports 259, 263
T
Test a Filter Using the pdm_isql Command
375
Test the Connection to CA Service Desk
Manager 175, 177
The BusinessObjects Enterprise
Architecture 17, 63, 80, 96
The Central Management Server (CMS)
Database 40
The Crystal Reports Editor 341
The Data Direct ODBC Driver 343
The PdmToday Function 374, 383
The Quick Filter 306, 309
The Reporting Menu Bar 306, 307
Traceability Matrix Reports 254, 255
Trend Reports 250, 253
Troubleshoot Table Permissions in the
Replicated Database 155
Troubleshooting 373
U
Update a Publication 143
Update the Schema and Add a New Table
158
Update the Schema and Add New Columns
for Existing Tables 158
Upgrade the BusinessObjects Installation
167, 168
Upgrade the Tomcat Release Number 367
Upgrading 167
Use the Report in InfoView 335
V
Variables 314
Verify that CA Business Intelligence Release
3 Works Correctly 167, 175
Verify that CA Service Desk Manager Works

Correctly 167, 175
Verify the Analyst Login 175
Verify the Automated Task Functionality
175
Verify the CA Service Desk Manager
Functionality 175, 176
Verify the Customer Login from the CA
Service Desk Manager Self Service Interface
175
Verify the Subscription Status 160, 163
View a Report 234
View the Report in InfoView 336
Viewing a Crystal Report On Demand 28,
30
Viewing a Web Intelligence Document On
Demand 28, 32
Volume Reports 250, 253, 256, 257, 268,
270
W
Web Intelligence Reports and Date Ranges
373
Web Intelligence Rich Client Working
Modes 282, 284
Web Screen Painter 157
Work with the CA Service Desk Manager
Universe Using the Designer 206

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CA TECHNOLOGIES GREEN BOOKS

INTELLIGENCE AND CA SERVICE DESK MANAGER

ARCHITECTURE AND CONFIGURATION CONSIDERATIONS

COPYRIGHT LICENSE AND NOTICE:

TITLE AND PUBLICATION DATE:

CA TECHNOLOGIES PRODUCT REFERENCES

CA Service Desk Manager

Chapter 2: The BusinessObjects Enterprise Architecture

Chapter 3: Installing CA Business Intelligence

Chapter 4: Installing CA Business Intelligence in a Complex Reporting Environment

CA Business Intelligence for CA Service Desk Manager 7

Chapter 5: Configuring CA Business Intelligence Reports for Multi-Tenancy

Chapter 6: Configuring CA Business Intelligence with a Replicated Reporting Database

Chapter 8: Managing Authentication and Security

CA Business Intelligence Security ..............................................................................................................179

Chapter 10: CA Business Intelligence Universe and Designer

Designer and Universe Fundamentals .......................................................................................................205

CA Service Desk Manager Universe Security ............................................................................................. 220

Chapter 11: Managing CA Service Desk Manager Reports Using InfoView

Overview ................................................................................................................................................... 229

Chapter 12: Managing Web Intelligence Reports

Overview ................................................................................................................................................... 275

CA Business Intelligence for CA Service Desk Manager 9

Export the Universe ...............................................................................................................................298

Chapter 13: Creating Reports for Crystal Reports 2008

Chapter 14: Administering Tomcat

Change the Tomcat Port ............................................................................................................................365

Chapter 15: Troubleshooting

Web Intelligence Reports and Date Ranges ...............................................................................................373

Appendix A: Mapping CA Service Desk Manager Fields

Step 5 - Use the Collected Information ................................................................................................. 390

CA Business Intelligence for CA Service Desk Manager 11

Deepen customer relationships

Build better products

Provide better services

Improved management processes

Improved operational processes

CA Technologies has selected the SAP BusinessObjects XI technology as a common reporting

CA Business Intelligence for CA Service Desk Manager 13

About this Guide

About this Guide

Research - Complete the following steps:

$NX_ROOT\samples\data\CA SDM12.5 Logical Data Model.pdf. $NX_ROOT

Considerations - Consider the following information:

CA Business Intelligence License. The version of CA Business Intelligence that is

Integrated Environment with Multiple CA Technologies Solutions. Most CA

CA Business Intelligence for CA Service Desk Manager 15

SQL Server - CA Business Intelligence requires a database to maintain CA Business

Virtual Computer Implementation - You can implement CA Business Intelligence on

CA Business Intelligence Reports - Many of the CA Business Intelligence reports are

Chapter 2: The BusinessObjects

BusinessObjects Enterprise services

DataDirect ODBC connection

Business View Manager

CA Business Intelligence for CA Service Desk Manager 17

BusinessObjects Enterprise Central Management Console (CMC)

BusinessObjects Enterprise Java InfoView

Central Configuration Manager (CCM)

Data Source Migration Wizard

Designer (also known as the Universe Designer)

Diagnostic Tool (also known as the Deployment Diagnostic Tool)

18 Chapter 2: The BusinessObjects Enterprise Architecture

Query as a Web Service