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Unicenter HELP (I'm talking 911)

 
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Unicenter HELP (I'm talking 911) - 1/24/2007 4:07:32 PM   
rikstah

 

Posts: 5
Score: 0
Joined: 1/24/2007
Status: offline 		Not sure if this will help any, but I figured I'd give it a try.  Here's the situation.

Our Unicenter is down.  We're unable to do any trouble tickets.  In my dept we used Unicenter to store our SOP's so that the whole company can access them at will.  Now with Unicenter down, there is no way to access those SOP's.

My dept would like to recover the SOP's.  I was directed to the:

Enterprise Manager
>Servers
>SQL
>local windows
  >databases
   >CAusp
    >tables
     >Skeleton
right click (on skeleton)
>open table
>return all rows (left click)

Now in here there are the fields (ie: Name, Summary, Problem, Resolution etc.)where we can see our SOP data.  however the fields don't have the entire data, seems to be holding only the first 100 characters of an entry, the rest of the data is missing.

Is there a way to recover our data and bypass having to use Unicenter because it is down????
Post #: 1
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 8:22:23 AM   
sunny

 

Posts: 6
Score: 0
Joined: 1/22/2007
Status: offline 		I gather you are referring to Service Desk R11, is that correct?  Is it still down?  You can definately go into the database to get your data but sometimes it is a little tricky because so many tables are linked, it is usually helpful to understand the database schema which is in the documentation.

(in reply to rikstah)
Post #: 2
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 11:41:47 AM   
rikstah

 

Posts: 5
Score: 0
Joined: 1/24/2007
Status: offline 		My knowledge of Unicenter is only using it to write trouble tickets.  Nothing more. 

Service Desk R11 has been down since sometime in November.  The person who  maintained Unicenter was a contracter that the company had to let go due to budget concerns in early October.

To make a long story short.  The company sent someone to a weeklong CA class to learn the whole unicenter system.  Person came back tried to do an upgrade of sorts (from what I was told) and the system hasn't been the same since.  This was back in mid November.  So YES to your question "it is still down".

In my dept we were using Unicenter to create a Knowledge Base for SOP's so that anyone in the company can access them and submit changes to them.  However with Unicenter down, we can no longer access them.  The IT guy who tried to perform an upgrade on the system is afraid of trying to troubleshoot the problem because he is afraid it might corrupt and bring down the World View Map. 

I'm a newbie on this whole unicenter thing so bear with me.  The World View Map is what we use to monitor the different systems we have in the company.  A very handy tool (IMHO).  Last year (2005), we had a problem with the World View Map where it got corrupted and the contracter had to rebuild from scratch.  So this is the concern of the IT guy who tried to upgrade the system.  But I just found out from another source that the World View Map and Service Desk should have no bearing on one another as they do not access each other.  Which makes sense because if Service Desk is down then so should be the World View map.  In short the IT guy doesn't know what to do and has admitted so.

So here I am, knowing nothing about the system, am task with trying to retrieve all that data out of the system. 

If anyone out there can help in some way I'd appreciate it.  There is talk that they may try and replace it with something else, but that won't be for a year or so.  Meanwhile its down and i'm frustrated.  I figure since its down how much can it hurt to try rebuild or re-install the whole thing.  If it is true that World View map and Service Desk have no bearing on one another it shouldn't be a biggie, right? 

What harm can it do to try, since its already down.

< Message edited by rikstah -- 1/25/2007 1:04:23 PM >

(in reply to sunny)
Post #: 3
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 12:49:37 PM   
sunny

 

Posts: 6
Score: 0
Joined: 1/22/2007
Status: offline 		Wow, seems like you guys are dealing with some challenges.  I worked with Service Desk for many years so I should be able to help you with that.  As far as the impact it will and can have on NSM it should either be no impact or very little impact depending if the two products are sharing a database and how much integration has been done.  I think what is first important to find out is where your SOP data has been stored in the database.  Do you know if they were added to Service Desk as Knowledge Documents, Requests, Issues, or Change Orders?  All of this information would be in different tables.

(in reply to rikstah)
Post #: 4
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 1:05:57 PM   
rikstah

 

Posts: 5
Score: 0
Joined: 1/24/2007
Status: offline 		They were added to Service Desk as Knowledge Documents.

(in reply to sunny)
Post #: 5
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 3:23:32 PM   
sunny

 

Posts: 6
Score: 0
Joined: 1/22/2007
Status: offline 		I don't know too much about SQL but you could try to run a pdm_backup, it actually can't run while Service Desk is running so maybe it will work....I can't try it here because I can't stop our Service Desk right now but try this command...

pdm_backup -d -v -f filename SKELETONS

(in reply to rikstah)
Post #: 6
RE: Unicenter HELP (I'm talking 911) - 1/25/2007 4:34:32 PM   
rikstah

 

Posts: 5
Score: 0
Joined: 1/24/2007
Status: offline 		Gawd Sunny I really appreciate your help!!!

do I type that exactly or in the "filename" field I type the name of the table I want?  Could you let me know what this does?  especially "pdm_backup" it sounds like a script to back up a server.  I'll look it up in the mean time.  Service Desk on my end is down and isn't running so it shouldn't be a problem. I hope.

(in reply to sunny)
Post #: 7
RE: Unicenter HELP (I'm talking 911) - 1/26/2007 7:37:27 AM   
sunny

 

Posts: 6
Score: 0
Joined: 1/22/2007
Status: offline 		I was just able to test the command on one of my test servers after first stopping the Service Desk service, so hopefully it will work in your case.  The purpose of the command is to backup your database and/or your modifications to Service Desk.  The -d specifies you just want to backup the database, the -v specifies verbose, the -f specifies filename and where it says file name you can fill something of your own in.  What it does is creates a directory with a file underneath it that has the extract of the table that is specified (in this case SKELETONS).  I hope this helps.

(in reply to rikstah)
Post #: 8
RE: Unicenter HELP (I'm talking 911) - 1/29/2007 9:54:56 PM   
lsteinberg

 

Posts: 19
Score: 0
Joined: 2/13/2004
Status: offline 		With regards to using Enterprise Manager to get at that data, it's likely that the Enterprise Manager is truncating the actual table info when presenting in the results.  You should get the full string if you use Query Analyzer to view the table instead.

SELECT * FROM SKELETON

(in reply to rikstah)
Post #: 9
RE: Unicenter HELP (I'm talking 911) - 1/31/2007 4:42:26 PM   
rikstah

 

Posts: 5
Score: 0
Joined: 1/24/2007
Status: offline 		thanks lsteinberg, I tried that and the data in the tables still looked truncated.  and yes, the Service Desk on my end is still down. pdm_status showing on the processes are up and running.

everyone is talking how the company made a HUGE mistake letting the contractor go.  Yet at the same time no one is in a hurry to retrieve their data except for our dept.

(in reply to lsteinberg)
Post #: 10
RE:Opportunity for CA Unicenter - Service desk - 6/30/2008 2:04:43 AM   
gkhoday

 

Posts: 2
Score: 0
Joined: 6/30/2008
Status: offline
Hi
,

This is with reference to a job opportunity with us.
 
About Wipro Infotech

Wipro Infotech, a division of the US$ 3.47 billion Wipro Limited, provides enterprise customers with high value Information Technology Products, Services, Solutions and Consulting Services in India, and provides Technology & Software Services and Consulting Services in the Middle East, ASEAN and Australia. Headquartered at Bangalore, Wipro Infotech serves customers in India through a network of 22 offices and 170 service locations across India. It has business offices in the Middle East, ASEAN and Australia. Wipro Infotech is ranked No. 2 in Indian Domestic IT Services Market in 2005, according to IDC's report Indian IT Services Market Analysis 2005-10.
 
About the Requirement
Designation- Technical Specialist - EMS
Experience-  4 - 7 Yrs
Location : Mumbai / Delhi
 
Job Responsibilities:

Qualifications: BE/Diploma Experience: 4-6 years IT Professional Competencies: 3 + Years of Experience in CA Service Desk modules for Administration , Implementation and consultancy. Should be famil iar with ITIL processes. ITIL certification will be added advantgage Should have done atleast 3 projects on CA Unicenter in a capacity of Implementation, Solution Architect and Project Manager , Shoul d have High self drive and confidence Willingness to learn and work in teams. Good problem solving skills and analytical skills Effective communication and interpersonal skills Strong project managem ent skills including successful management of people and budgets.
Skill Required:

1. Should be willing to travel on short term as well as long term across country or across Globe including ME region on shorter notice.
2. Should be quick learner.
3. Should posses good writtern and verbal communication skills 4. Should have good presentation skills
 

In case you are interested in the above requirement, please revert back with your updated CV with the following details, so that we can take this forward.

Current CTC:
Expected CTC:
Notice period:
Highest Qualification:
Year of pass out:
University:
Percentage: 

Thanks and Regards
Gayan Khoday
Phone : 080 - 30582974

(in reply to rikstah)
Post #: 11
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