Guide to Cloning a Service Desk Server for Test Purposes

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Article ID: 52979

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CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

Detailed steps for cloning a production Service Desk r11.2 server running in VMWare ESX Environment for testing purposes such as upgrading to r12. Includes steps to ensure that Service Desk, eIAM 8.1 and SQL Server 2005 recognize and work properly in the renamed server. Ensure eIAM bundled with Service Desk r11.x continues to work after a server rename.

Solution:

IMPORTANT: This article contains information about modifying the registry.
Before you modify the registry, make sure to create back up of the registry and ensure that you understand how to restore the registry if a problem may occur.
For more information about how to back up, restore, and edit the registry, please review the relevant Microsoft Knowledge Base articles on support.microsoft.com.

Guide to Cloning a Service Desk Server for Test Purposes

Purpose:

Detailed steps for cloning a production Service Desk r11.2 server running in VMWare ESX
Environment for testing purposes.
Ensure eIAM bundled with Service Desk r11.x continues to work after a server rename.
This procedure is also applicable to Service Desk r12.x.

Conventions:

The following server names are used in this document and should be substituted with your naming conventions:
MYPROD = The production system name that is up and running
MYCLONE = The cloned system you will be using for testing or whatever...
NOTE: For ease of reading, simply replace all references of MYPROD and MYCLONE in this document with your corresponding server name values

Assumption:

  • Before you start you know all password for all super users specifically EiamAdmin, sa, and ServiceDesk

  • Service Desk r11.2 was installed in default directories and using SQL Server 2005

  • User has experience with basic VMWare Infrastructure Client, Service Desk r11.2 Administration, SQL Server Enterprise Manager basics.

Steps for Cloning a Production Service Desk Session

  1. Connect to your ESX environment via VMware Infrastructure Client (VIC)

  2. Locate the source session and Right click -> Clone... -> Follow steps in Wizard ensuring to NOT power on after cloning.

  3. Disable NIC's "Connect at power on": In VI Client, right click on the cloned server -> Edit Settings... -> Select Network Adapter 1 -> Uncheck "Connect at Power on". This will enable you to change the host name while the production system is on line while avoiding networking conflicts.

  4. Power on the cloned system (example: MYCLONE)

  5. Perform the first step for Renaming a Server with eIAM/EEM if EEM is installed

  6. Change the computer name (Right click on My Computer -> Properties -> Computer Name tab click Change...), Check off Workgroup=WORKGROUP and click ok to Reboot the machine

  7. Ensure that Unicenter Service Desk Server is set to Manual startup

  8. During the reboot process reconfigure to allow NIC to Power-on on startup, you may need to check off Connected

  9. Rejoin the domain and reboot

  10. Finish the remaining steps for Renaming a Server with eIAM/EEM

  11. Rename SQL Server Instance by opening SQL Server Management Studio, connecting to your server then executing the follow SQL Query (WARNING: Be sure you are pointing to MYCLONE Database Server)
    -- Use the Master database
    USE master
    GO
    -- Declare local variables
    DECLARE @serverproperty_servername varchar(100),
    @servername varchar(100)
    -- Get the value returned by the SERVERPROPERTY system function
    SELECT @serverproperty_servername = CONVERT(varchar(100), SERVERPROPERTY('ServerName'))
    -- Get the value returned by @@SERVERNAME global variable
    SELECT @servername = CONVERT(varchar(100), @@SERVERNAME)
    -- Drop the server with incorrect name
    EXEC sp_dropserver @[email protected]
    -- Add the correct server as a local server
    EXEC sp_addserver @[email protected]_servername, @local='local'

  • Run the following SQL Script to set all users email addresses to your test accounts to prevent duplicate emails, as well as to set the current database configuration for Service Desk. Replace the red text with your corresponding equivalents.
    USE mdb
    GO
    /* Update all email addresses to [email protected]*/
    UPDATE ca_contact
    SET email_address='[email protected] '
    WHERE email_address IS NOT NULL and email_address NOT LIKE '[email protected]'
    GO
    /* Update Administrator's email addres */
    UPDATE ca_contact
    SET email_address='[email protected]'
    WHERE email_address = '[email protected]'
    GO
    /* Update Options Table Mail Sender Address*/
    UPDATE options
    SET value='ServiceDesk-Testing< [email protected] >'
    WHERE value='ServiceDesk< [email protected] >'
    GO
  • Reboot the server

  • Run Service Desk Configuration paying particular ATTENTION to the Server Names being used

    1. General Settings Configuration Step

      1. Configuration Type=Primary Server

      2. Primary Server Node=MYCLONE (NOTE: This value will initially display MYPROD)

      3. Object Manager Display Name=MYCLONE (NOTE: This value will initially display MYPROD)

      4. Object Manager=ANY

      5. Local Host Name=MYCLONE (This should have been updated when you changed the Primary Server Node name)

      6. Slump Socket Port=21003

    2. System Accounts (no special changes from a standard configuration)

    3. Database Config (no special changes from a standard configuration)

    4. MS SQL Database Config

      1. Database Server Node=MYCLONE

      2. Database Userid=ServiceDesk

      3. Database Password=mdb_ServiceDesk_user_password (NOTE: This password does need to be re-entered unlike a typical rerun of configure)

      4. NOTE: On Clicking Next in the MS SQL Database screen, a dialog box stating "The database you are trying to use was previously configured to be used by (MYPROD)...", click OK to this dialog box to allow key Service Desk features to be reconfigured.

    5. Web Interface

      1. Web Host=MYCLONE (NOTE: This value will initially display MYPROD)

      2. ... (leave the rest the way it is on this screen then click next)

    6. eIAM

      1. Select an install location=Local (Assuming it's local)

      2. eIAM Server Name=MYCLONE (if it's not equal to this call support)

      3. eIAM Admin Password=your_eiam_admin_password (NOTE: This password does need to be re-entered unlike a typical rerun of configure)

      4. eIAM Application Label=ServiceDesk-MYCLONE (NOTE: This value will initially display ServiceDesk-MYPROD)

    7. Start service when completed=Checked

    Test Things Out

    1. Open http://MYCLONE:8080/CAisd/pdmweb.exe and http://MYCLONE/CAisd/pdmweb.exe and ensure you can login

    2. You will need to update the Attachments Repository (Administration -> Attachments Library -> Repositories -> Right Click on Service Desk -> Edit and change the values in Server Name and Serverlet Path to reflect MYCLONE

    3. Other key areas to change will be values in the Options Manager that point to MYPROD that need to be repointed to MYCLONE. As well as the ServiceDesk user account should be repointed to a test email account as well as all users should be repointed to a single testing email address to ensure your users don't get spammed with your test servers emails.

    4. Check the std*.logs and configure log for any glaring ERRORS.

    5. Test Web Screen Painter (if it comes up your good to go)

    6. Open Workflow IDE, New -> Process Definition -> Name & Short name = test and check Active

      1. On the Roles tab (you should be in the Process Designer section of the IDE) double click on Role1

      2. Select Global User List as the actor.

      3. Click the Edit button under the word Configuration in the Role dialog box

      4. Click Browse

      5. Click Find -> If you see Service Desk and Workflow Administrators you have a successful eIAM migration.

      6. There are many additional WF Serialization test and migration steps that may need to be performed to reflect the new server name.

    Renaming a Server with eIAM Installed

    Based on support Document ID: TEC437073 and modified to reflect a Service Desk r11.x install

    1. Change the following services from Automatic startup to Manual startup and then Stop them (yes two steps, stop the service and ensure its set to Manual startup)

      1. eTrust Directory - iTechPoz-MYPROD

      2. eTrust Directory - iTechPoz-MYPROD-Router

      3. eTrust Directory Administration Daemon - master

      4. eTrust Directory SSL daemon - iTechPoz-Server

      5. Ingres Intelligent Database [ET]

      6. iTechnology iGateway 4.2

    2. Make backup copies of the following files

      1. C:\Program Files\CA\Advantage Ingres [ET]\ingres\files\config.dat

      2. C:\Program Files\CA\Advantage Ingres [ET]\ingres\files\symbol.tbl

      3. C:\Program Files\CA\Advantage Ingres [EI]\ingres\files\name\* (backup all files)

      4. C:\Program Files\CA\SharedComponents\iTechnology\iControl.conf

      5. C:\Program Files\CA\SharedComponents\iTechnology\iAuthority.conf

      6. C:\Program Files\CA\SharedComponents\iTechnology\iPoz.conf

      7. C:\Program Files\CA\eTrust Directory\dxserver\config\knowledge\* (backup all files)

    3. Change the hostname, reboot, enable network, add to domain and reboot again

    4. Edit C:\Program Files\CA\Advantage Ingres [ET]\ingres\files\config.dat

      1. Case sensitively Replace MYPROD with MYCLONE

      2. Case sensitively Replace myprod with myclone

    5. At dos prompt execute "ingsetenv II_GCNET_LCL_VNODE MYCLONE"

      1. Execute ingprenv and validate the values

      2. Alternately, just edit the C:\Program Files\CA\Advantage Ingres [ET]\ingres\files\symbol.tbl file

      3. Also, note that if you decrease processor count or language settings for the server edit these values as well.

    6. In C:\Program Files\CA\Advantage Ingres [EI]\ingres\files\name delete all files except

      1. iiname.all

      2. svrclass.nam

    7. Go to C:\Program Files\CA\SharedComponents\iTechnology\

      1. Edit iControl.conf and remove the following from the end of the file
        <UID> 9bdf48a1-sekhar451006ff-60e120-1 </UID>
        <PublicKey> MIGJAoGBANxJlsrtHY1w7= </PublicKey>
        <PrivateKey> Th+NWc/cTkoOmI= </PrivateKey>
        <TrustedKey host="localhost"> MIGJAoGBAyQ3jb8/IMUup16Ea/ = </TrustedKey>
      2. Edit iAuthority.conf and remove the following from the end of the file
        <PublicKey>  MIGJAoGBAMvXxc0J=</PublicKey>
        <PrivateKey> IG50a3kjfGdsaWx0OnZvdF =</PrivateKey>
        <TrustedRoot label="myself" alladmin="false">----- BEGIN CERTIFICATE-----
        /YIcX KUMfTcO8DYZ14yMNFSUOgHWc5Yc3fOKh+KhlQfbLRQ==
        -----END CERTIFICATE-----
        </TrustedRoot>
    8. Go to C:\Program Files\CA\eTrust Directory\dxserver\config\knowledge and change the address field in each DSAs knowledge by replacing the machine name

      1. Rename iTechPoz-MYPROD.dxc & iTechPoz-MYPROD-Router.dxc to reflect MYCLONE

      2. Edit each file and replace any reference to MYPROD with MYCLONE

    9. Run... -> regedit, navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services

      1. Right click on DXserver_iTechPoz-MYPROD and DXserver_iTechPoz-MYPROD-Router to rename them to reflect the MYCLONE naming convention.

      2. In each key locate the string value DisplayName and set the Value Data to reflect the MYCLONE name instead of MYPROD.

      3. Edit each sub-key \Enum\0 string value and set theValue data to reflect the MYCLONE naming convention.

    10. Reboot the system

    11. Start the following services (while your there, verify that the eTrust Directory services have been renamed to reflect the new server name)

      1. Ingres Intelligent Database [ET]

      2. iTechnology iGateway 4.2

    12. In DOS, execute the following commands
      cd C:\Program Files\CA\SharedComponents\Embedded IAM
      setupdir.bat -DXHome %DXHome%
      cd C:\Program Files\CA\SharedComponents\iTechnology
      safex -munge your_eiamadmin_password > %temp%\eiam_password.txt
    13. Stop the iTechnology iGateway 4.2 Service

    14. Open %temp%\eiam_password.txt and copy out the string

    15. Edit to C:\Program Files\CA\SharedComponents\iTechnology\iPoz.conf and replace the OLD PASSWORD with the NEW PASSWORD (the value in the %temp%\eiam_password.txt file from the safex command)
      <EiamAdminPassword>OLD PASSWORD</EiamAdminPassword>
      <EiamAdminPassword>NEW PASSWORD</EiamAdminPassword>

    16. Edit C:\Program Files\CA\eTrust Directory\dxserver\config\dxadmind.ldif and replace all references of MYPROD with MYSERVER

    17. Change the following services from Manual startup to Automatic startup and then Start them

      1. eTrust Directory - iTechPoz-MYPROD

      2. eTrust Directory - iTechPoz-MYPROD-Router

      3. eTrust Directory SSL daemon - iTechPoz-Server

      4. eTrust Directory Administration Daemon - master

      5. Ingres Intelligent Database [ET]

      6. iTechnology iGateway 4.2

    18. Connect to eiam https://MYCLONE:5250/spin/eiam/eiam.csp and login

    Sample Batch File

    eem_backup.bat - Used to backup all the files modified during the renaming of a server with eem.

    mkdir "%TEMP%\eem_backup"mkdir "%TEMP%\eem_backup\knowledge"mkdir "%TEMP%\eem_backup\name"copy  "%II_SYSTEM%\ingres\files\config.dat" "%TEMP%\eem_backup"copy  "%II_SYSTEM%\ingres\files\symbol.tbl" "%TEMP%\eem_backup"copy  "%IGW_LOC%\iControl.conf" "%TEMP%\eem_backup"copy  "%IGW_LOC%\iAuthority.conf" "%TEMP%\eem_backup"copy  "%IGW_LOC%\iPoz.conf" "%TEMP%\eem_backup"xcopy "%II_SYSTEM%\ingres\files\name\*" "%TEMP%\eem_backup\name" /Excopy "%DXHOME%\config\knowledge\*" "%TEMP%\eem_backup\knowledge" /E

    Disclaimer: Some procedures described in this document, such as those impacting third party software, fall outside of the standard CA Support offering and are not supported. This document is provided as a guide only. All care should be taken to backup systems affected by steps in this document before commencing.

Environment

Release:
Component: ARGIS