Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment - Part 3: HA Primary Server Revised January 02, 2009 Although this.

Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment - Part 3: HA Primary Server Revised January 02, 2009 Although this document discusses Service Desk the same procedures can be followed for installing CMDB either in Standalone mode or Combined with Service Desk.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 2 Agenda - This presentation details the installation of a Unicenter Service Desk (USD) Primary Server and Remote Components in an MSCS environment. It includes the following topics: - Installing non-HA eIAM without MDB - Installing HA Primary Server - Customization - Primary Server Failover Test - MDB Failover Test - Installing non-HA Secondary Server - Note that installation of HA Remote Components is covered in Part I of this presentation series

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 3 Support Considerations - USD does not currently provide support for High Availability architectures, however, the following best practices demonstrate how a degree of High Availability can be achieved when implemented with assistance from your local CA Technical Services (CATS) team. - The failover process is not entirely automatic. If the MDB fails over to another cluster node, active clients will need to re-login to USD. - Additional questions regarding these guidelines can be directed to ImpCDFeedback@ca.com and every effort will be made to respond as quickly as possible.”ImpCDFeedback@ca.com

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 4 Glossary The following terms and abbreviations are used in this presentation: - “HA” = Highly Available - “USD” = Unicenter Service Desk - “eIAM” = CA eTrust Embedded Identity and Access Management - “MSCS” = Microsoft Cluster Server - “Cluster Name” = Network name associated with the cluster group

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 5 References - Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment – Part I Remote Components - This describes how to install USD r11.1 or r11.2 remote components including creating an HA MDB in a Microsoft Cluster environment - Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment – Part 4 HA eIAM

Introduction

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 7 Setup - HA SQL MDB is created on the same cluster - Primary Server will be installed on same cluster but in a different Cluster Resource Group - This procedure can also be adapted to install HA Primary Server and HA MDB on two different clusters

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 8 HA - Primary Server and MDB Shows Primary Server and MDB active on different cluster nodes MSCS Cluster

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 9 HA - Primary Server and MDB Shows Primary Server and MDB active on same cluster node MSCS Cluster

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 10 HA - Primary Server and MDB Shows Primary Server and MDB active on different cluster nodes MSCS Cluster

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 11 Identify Resource Group - Identify cluster group where the Primary Server will be installed - Should be different from the SQL Cluster Group in order to allow Primary Server and MDB to be active on different cluster nodes. Running Primary Server on one cluster node and the MDB on different cluster node provides additional scalability - Cluster group where USD is to be installed must have “Network Name” resource type defined

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 12 Verify Shared Disk - Verify the shared disk on which the USD folder will be installed has adequate free space (approx. 2GB) - This estimate does not include the MDB since it will be installed on a different shared disk

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 13 Cluster Setup - The following example shows two cluster groups: - 1 with SQL instance “SQLINSTA” installed - 1 with “Network Name” cluster resource type - So, for this setup - MDB will be installed in Group SQL - Primary Server will be installed in Group USD_r11.x

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 16 Install Task Summary - Install non-HA eIAM - Install HA MDB without eIAM - Make NodeA the active Node - Install Primary Server - Stop USD service - Move Group to NodeB - Install Primary Server - Define Cluster Resource - Verify Setup - Install non-HA Secondary Server - Verify Setup

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 17 USD r11.2 Install Caveat - USD r11.2 install process includes a check to determine if the pm.xml and wl.xml files already exist in the CATALINA_BASE\webapps folder - If they are not detected, the install copies the epdc.jar file from the CATALINA _BASE\common\lib to the tomcat\4.1.31\common\lib directory in Shared Components. - OK for first node on cluster - On subsequent nodes, because the install detects the files, an upgrade is performed instead - Since the epdc.jar file copy step is not included in an upgrade, the following error will be generated. Cannot load JDBC driver class 'com.ca.common.EncodedPwDriver‘ - To avoid this, manually copy epdc.jar to the Shared Components\tom cat\4.1.31\common\lib before starting the service on subsequent cluster nodes - This only applies to USD r11.2 - it does not affect r11.1.

Walk-Through Installation of non-HA eIAM

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 19 eIAM Install - Identify location of the eIAMServer.exe on USD media

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 20 eTrust Services Prior to Install - Shows eTrust services before eIAM install

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 21 Launch eIAM Installer In this example Ingres instance files will be created on G: drive. To install Ingres instance on C: drive simply execute eIAMServer without any arguments.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 29 eIAM Application Shows eIAM application created by HA Primary Server Configuration

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 30 eIAM and MDB - eIAM provides option to store global users and global groups internally in the MDB - The install process described in this section does not create an MDB on the eIAM server, so this option cannot be used. If the global users must be stored in the MDB, then install USD Remote Component on the eIAM server. This will create MDB and install eIAM as well. - Option to reference global users and groups from an external directory (such as Active Directory) does not require MDB and will work fine

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 31 eIAM without MDB This shows how eIAM installed without MDB works fine for External Directory

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 32 Reference to External Directory This shows External Directory cached users for eIAM (without MDB install)

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 33 HA eIAM - If eIAM is placed on separate server, it generates approximately 6KB of network traffic between eIAM server and Primary Server for each web client user authentication - If you wish to install eIAM on the same server as Primary Server, then review Part 4 of this presentation series

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 34 eIAM Authentication This shows network traffic between Primary Server and eIAM when a web client logs in. eIAM authentication is selected in USD configuration

Install HA MDB without eIAM

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 36 HA MDB - Review “Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment: Part 1” - In that presentation, Remote Components are installed on all cluster nodes (which is true if the Primary Server is installed in a different server or cluster) - In this case, Primary Server is installed on the same Cluster. Thus, there is no requirement to install Remote Components without eIAM on all Cluster Nodes.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 37 Define Cluster Resource - Define Cluster Resource as described in the Part I of this presentation series

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 38 Customize Primary Server Restart Set the Primary Server Name to Cluster Name. This is the “Network Name” resource type where USD is to be installed

Walk-Through Installation of HA Primary Server on NodeA

 Before starting the installation on nodeA, create a SQL alias as “Name:, Server: ” and run the USD/CMDB remote components to get the MDB in  Now delete the previously created alias and create a new alias as “Name:, Server: ” SQL ALIAS

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 44 USD Location - Identify shared disk for USD location - Must be shared disk defined in the cluster group!

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 45 USD Location - Destination folder must be on the shared disk - Resource Group shared disk G: selected for USD folder

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 46 Shared Components Location - Specify location on the local drive

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 50 General Settings Change Primary Server Node to cluster name (default is real node name)

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 60 Verify Setup - To verify Primary Server has been correctly configured launch Web Client and run some basic tests

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 61 Manually deploy Web Services - If you want to use Service Desk Web Services then follow the procedures noted on the next 3 slides as appropriate - If installing the CA CMDB Visualizer on this cluster you must manually deploy Web Services before Installing CA CMDB Visualizer

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 62 Manually deploy Service Desk Web Services - Open a command prompt and execute the following commands - set AXISHOME=%NX_ROOT%\java\lib - set classpath= %AXISHOME%\axis.jar;%AXISHOME%\jaxrpc.jar;%AXISHOME%\saaj.jar;%AXISHOM E%\commons-logging.jar;%AXISHOME%\commons- discovery.jar;%AXISHOME%\wsdl4j.jar;%AXISHOME%\log4j-1.2.8.jar;%classpath%; - Change the directory to /sdk/websvc/R11 and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - Recycle Tomcat - pdm_tomcat_nxd –c stop - pdm_tomcat_nxd –c start - Invoke http:// :8080/axis/servlet/AxisServlet and check that WEB Services are availablehttp:// :8080/axis/servlet/AxisServlet

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 63 Manually deploy Service Desk 6.0 Web Services and CMDBf Web Services - If you wish to use the 6.0 version of Service Desk Web Services change the directory to /sdk/websvc/60 and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - If installing CA CMDB and you wish to use CMDBf Web Services change the directory to /sdk/websvc/CMBDf and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - Recycle Tomcat - pdm_tomcat_nxd –c stop - pdm_tomcat_nxd –c start - Invoke http:// :8080/axis/servlet/AxisServlet and check that WEB Services are availablehttp:// :8080/axis/servlet/AxisServlet

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 64 Stop Services - Stop Unicenter Service Desk - Make backup copy of \Program Files\CA\Unicenter Service Desk\NX.env. This file will be updated when USD is installed on NodeB. - This copy should not be needed again. It is simply a backup as some of the options, such as @NX_DUMMY,@NX_EIAM_CERT_PASSWORD, @NX_CAWF_PASSWORD, will be updated by the install process on subsequent nodes

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 65 Move Group - Move Group so that USD can be installed on the other cluster nodes

Walk-Through Installation of HA Primary Server Node B

 Before starting the installation on nodeB, create a SQL alias as “Name:, Server: ” and run the USD/CMDB remote components to get the MDB in  Now delete the previously created alias and create a new alias as “Name:, Server: ” SQL ALIAS

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 69 Destination Folder Select the same shared disk as NodeA install

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 70 Shared Components Folder Select local disk for Shared Components folder

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 71 Select Features Select the same features as NodeA

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 75 Configuration - USD folder is shared by NodeA and NodeB - Thus nx.env will be shared by NodeA and NodeB - NodeB configuration will display same options as NodeA

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 81 MS SQL Database Config Database was previously configured by NodeA

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 82 Remote eIAM Configuration Same eIAM application label as NodeA

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 86 Manually deploy Web Services - If you want to use Service Desk Web Services then follow the procedures noted on the next 3 slides as appropriate - If installing the CA CMDB Visualizer on this cluster you must manually deploy Web Services before Installing CA CMDB Visualizer

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 87 Manually deploy Service Desk Web Services - Open a command prompt and execute the following commands - set AXISHOME=%NX_ROOT%\java\lib - set classpath= %AXISHOME%\axis.jar;%AXISHOME%\jaxrpc.jar;%AXISHOME%\saaj.jar;%AXISHOM E%\commons-logging.jar;%AXISHOME%\commons- discovery.jar;%AXISHOME%\wsdl4j.jar;%AXISHOME%\log4j-1.2.8.jar;%classpath%; - Change the directory to /sdk/websvc/R11 and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - Recycle Tomcat - pdm_tomcat_nxd –c stop - pdm_tomcat_nxd –c start - Invoke http:// :8080/axis/servlet/AxisServlet and check that WEB Services are availablehttp:// :8080/axis/servlet/AxisServlet

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 88 Manually deploy Service Desk 6.0 Web Services and CMDBf Web Services - If you wish to use the 6.0 version of Service Desk Web Services change the directory to /sdk/websvc/60 and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - If installing CA CMDB and you wish to use CMDBf Web Services change the directory to /sdk/websvc/CMBDf and run the following commands: - java org.apache.axis.client.AdminClient undeploy.wsdd - java org.apache.axis.client.AdminClient deploy.wsdd - Recycle Tomcat - pdm_tomcat_nxd –c stop - pdm_tomcat_nxd –c start - Invoke http:// :8080/axis/servlet/AxisServlet and check that WEB Services are availablehttp:// :8080/axis/servlet/AxisServlet

Walk-Through Installation of Visualizer Note: the following steps are only necessary if installing CMDB. The Visualizer is not available with Service Desk

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 90 - Install the visualizer on nodeA - Specify as - Cmdbhostname : - Cmdb port no: - Install the visualizer on nodeB - Specify as - Cmdbhostname : - Cmdb port no:

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 91 Remove the following entries in NX.env - @NX_CMDB_VISUALIZER=http:// :9080/CMDBVisualizer Add the following entry in NX.env - @NX_CMDB_VISUALIZER=http:// :9080/CMDBVisualizer Hit the following URL and check that visualizer is up and running - http:// :9080/CMDBVisualizer Change NX.env as follows

Customization

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 93 Customization - USD Install on NodeA and NodeB is now complete - Define Cluster Resource for USD Service (pdm_daemon_manager)

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 94 Task Summary - NodeB is active node - Launch web client to verify setup - Stop USD service - Define Cluster Resource - Online Cluster Resource - Move Group - Launch web client to verify setup

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 95 usdPSCluster Package - Extract usdPSCluster.zip Primary Server Cluster package to shared disk on which USD folder was created (G: drive in this example) - Directory name “usdPSCluster” will be created on shared G: drive (name cannot be changed)

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 96 Define Cluster Resource - Modify \usdPSCluster\bin\define_Resource.cmd - Example for this Install - Cd G:\usdPSCluster\bin - Usdpscluster_resource USD_r11.1, G: “Cluster Name” -

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 97 Define Cluster Resource Usdpscluster_resource USD_r11.1, G:, “Cluster Name”

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 100 Simulate Failover - Online USD Resource “CAUSD Service” - Move Group to simulate failover

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 101 Primary Server Failover - If the primary server fails over, the web clients will detect that the Primary Server service restarted and report accordingly - Web client users will be returned to the login screen

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 103 Configuration - Any further Primary Server Configuration requires the service to be stopped and restarted. - If special care is not taken, the Primary Server will move from one node to another - Thus, prior to Configuration, change the Cluster Resource to “offline” - In most cases, Configuration should not be required on all cluster nodes – only the active node should suffice. However, there may some changes, such as passwords, that require configuration to be run on all cluster nodes

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 104 Offline Cluster Resource - Take Cluster Resource offline before configuration is run

Failover Test for Primary Server

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 108 Web Client Prior to Failover: Web Client launched from a different server to Primary Server

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 110 Failover – Primary Server After Failover: Primary Server active on NodeA

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 112 Web Client – After Failover Click OK to return to login screen

Failover Test for MDB

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 115 Primary Server - Active on NodeA Prior to Failover

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 116 Web Client – Prior to Failover Web Client launched from different server to Primary Server

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 118 MDB Failover MDB Active on NodeA after Failover

Secondary Server

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 121 Secondary Server - No additional considerations for the Secondary Server if using HA Primary Server - During Secondary Server configuration, identify cluster name (i.e., network name for your USD cluster group) as the Primary Server name

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 122 Secondary Server Configuration Set to Primary Server Cluster Resource Group Network Name

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 123 Web Engines Configuration Shows Secondary Server configured with 3 Domain servers, 3 web servers and 1 web director

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 124 Secondary Server Web Client - Shows Secondary Server Web Client launched via Secondary Server Web Director

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 125 Primary Server Failover - If Primary Server fails over, web clients launched via Secondary Server will detect that the Primary Server has been restarted and will return back to the login screen

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 126 Secondary Server – Web Clients Shows Secondary Server web clients returned to the login screen if the Primary Server fails over

Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment - Part 3: HA Primary Server Revised January 02, 2009 Although this.

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Best Practices for Implementing Unicenter Service Desk r11.x in an HA MSCS Environment - Part 3: HA Primary Server Revised January 02, 2009 Although this.

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