Configuring and Using Diagnostic Tools › Using the Administration Tab for Diagnosis

Using the Administration Tab for Diagnosis

As an administrator, use the Administration tab on the Dashboard to maintain connectors and SA Manager settings. The Administration tab also lets you configure single sign-on using CA EEM, email notifications, and other administrative functions. You can also use the Administration tab with other diagnostic methods to diagnose various issues. Some of the issues that you can diagnose using the Administration tab are as follows:

• You are unable to connect to CA Service Desk or create CA Service Desk in CA SOI. In this case, you can verify that the connection settings are correct on the Help Desk Configuration page of the Administration tab. (Administration, CA Service Operations Insight Manager Configuration, server_name.)
• You are not getting any data from your connector. In such situations, you can consider the following points:
  • Verify the status of the connector in the Connector Status field (Administration, Connector Configuration, server_name, connector_name).
  • Review the associated message in the Status Description field (Administration, Connector Configuration, server_name, connector_name).
  • Open the consolidated error log file from the Connector Configuration page (Administration, Connector Configuration).
  • Verify the status of the IFW in the Current Integration Framework Status field (Administration, Connector Configuration, server_name).
• You are experiencing issues communicating with the CA EEM server. To diagnose this issue, you can verify that the correct CA EEM server-related information is available on the EEM Configuration page on the SA Manager and UI Server. You can also click the Test button to verify whether the connection information is correct.
• You are unable to launch the Mobile Dashboard from the Administration UI. To diagnose this issue, you can review the communication settings for the Mobile Dashboard server on the Mobile Dashboard Server Configuration page (Administration, CA Service Operations Insight Manager Configuration, server_name).
• You can view details about the SA Manager to help troubleshoot messaging and database connection issues. Access the Administration, CA Service Operations Insight Manager Configuration, server_name page to view the information.

  You can access the SA Server Debug Console on the SA Manager server using the Debugging and Logs button on the Manager Configure page (Administration, CA Service Operations Insight Manager Configuration, server_name).

• You are unable to use the $[USM Web View URL] runtime token to invoke USM Web View as part of an escalation action. In this case, you can review and test the connection settings for USM Web View on the USM Web View Configuration page (Administration, CA Service Operations Insight Manager Configuration, server_name).
• You can access the UI Server Debug Console on the UI server using the Debugging and Logs button on the UI Server page (Administration, CA Service Operations Insight UI Server Configuration, server_name).
• You are unable to invoke CA Process Automation processes in an alert escalation action. In this scenario, you can verify the communication settings for the CA Process Automation server on the Process Automation Server Configuration page (Administration, CA Service Operations Insight Manager Configuration, server_name).
• You can review the Client Log page (Administration, CA Service Operations UI Server Configuration, server_name) to view the contents of the client.log file. This file contains an entry for every UI Server that is connected to the SA Manager and records for each user connection. You can also use this page to clear the log and remove old entries.
• You are unable to generate reports in CA SOI. In this case, you can verify that CA SOI is configured to access the BusinessObjects report server. Also, verify that all the connection settings on the Configure Report Server page (Administration, CA Service Operations UI Server Configuration, server_name) are correct.

Note: For more information about how to access the Administration UI and perform various operations, see the Administration Guide.