Setting up a New Instance
- Jason Andrew
Now that ServiceManager has been installed (ServiceManager Install Guide), you need to consider whether the basic install is adequate for your business needs. There are a number of configuration files supplied with ServiceManager containing sample and default settings. These files are located within the SVM_HOME\sm_properties directory. Before using ServiceManager in earnest it is important that these settings are reviewed with the business. The following points need to be considered also...
Parameters
Are the ServiceManager parameters configured correctly?
In order for ServiceManager to execute correctly a number of parameters must be configured. These are defined within a properties file called service_manager.properties file. The location of this file is not only installation dependent but also dependent upon how many instances of ServiceManager are to be hosted within the application server. See Properties File Location for how to proceed.
Auditing and Tracing
What auditing and tracing levels are required from your ServiceManager instance?
ServiceManager uses the Log4j API to produce an audit trail of user operations. Additionally it is possible, through configuration, to record some internal processing details in a separate log file for Support purposes.
The path to logging.properties (ServiceManager's logging configuration file) should be the same as that for the service_manager.properties file. As an alternative it is possible to specify the location of this properties file by one of the following methods:
| setting a system property | e.g. |
| as an entry within the service_manager.properties file | # property for defining the location of the Log4J properties file for # this instance of the application servicemanager.log4j.config.file=<pathname>/logging.properties |
Note that the preferred method of defining the location of this file is to place it in the same directory as the service_manager.properties file.
Depending on the log4j configuration, ServiceManager logs messages to the following loggers:
Logger | Description |
|---|---|
com.servicepower.servicemanager.wal | Logs user operations throughout the system |
com.servicepower.servicemanager.trace | Logs a variety of information that may by useful in Support and fault diagnosis |
By default these log files are written to the Tomcat log directory.
See also Logging and Trace Levels
Terminology
Does your business want to change the default terminology used within the system?
ServiceManager has the ability to be set up to use appropriate terminology as each business requires - e.g. some people call their workers 'engineers', others 'technicians' etc. In order to configure this, some changes are required to the properties files. See Configurable Terms and Internationalisation.
Language
Does the business want the ability to see different languages within their ServiceManager instance, depending on the locale of the client machine?
ServiceManager may be viewed in a number of different languages (assuming the appropriate data is set up in the ServiceOptimizer database). If different languages are required then various configuration may be required. See Configurable Terms and Internationalisation for further details. If languages other than those currently supported are required, please see ServicePower Support.
User Access
Are your users set up to have appropriate access to the system?
Only users with appropriate permissions will be able to access ServiceManager.
ServiceManager is designed to be used by users who take on particular roles. The default roles for ServiceManager users are pre defined in the ServiceOptimizer database - see Database sp808_role_definition. It is possible to assign users to roles via the ServiceManager screens. However, the set up of roles themselves must be done within the database - please work with your Business users to determine the roles required, and ask your ServicePower support team or ServiceSPower Consultant for help with this if changes from the default set are required.
Before a user can actually log on to ServiceManager and perform some meaningful operations the assigned roles must be instantiated. That is, the appropriate parameters need to be specified in order for a role to be correctly applied. For example the Service Resource Manager (Permanent) role has a permission to allow full access to some specified FRU, this FRU needs defining in order for the user to have the appropriate access rights. Further details on setting up roles and permissions may be found in Roles and Permissions
Add on Applications
Is your business going to be making use of the add-on application ServiceAnalytics?
If so, your set up will first need to follow ServiceAnalytics Install Guide and then use ServiceAnalytics 1 to ensure everything is configured so that the reports are available to users.
Database Configuration
ServiceManager connects, via a JDBC connection, to the ServiceOptimizer database. It may be necessary to further configure ServiceManager to make use of various features of the database connectivity.
Is your database configured for auto-failover?
If you are using Oracle, and require to use the failover mechanisms then see Configuring for Oracle Fail Over for how to set up ServiceManager.
Multiple Instances of ServiceManager
Do you need to set up more than one instance of ServiceManager? If so, will you use a single instance of Tomcat, or multiple instances of Tomcat?
It is possible to configure a single instance of Tomcat to contain multiple ServiceManager (uniquely named) instances. However, if both instances are to use different properties/database configurations, it is necessary to change the configuration. See Configuring Instance Selection and Properties File Location for further information.