Configuring The LAN Request EForms Application
Contents
Introduction
EForm Installation and Configuration
EForm Operation and Functionality
Sourcing The OIMROBOT Robot Software
Robot Installation, Configuration and Testing
Routine Administration
Introduction
The LAN Request EForms application, also known as the Message To LAN Support system, is a mail enabled application that allows users to submit non-urgent faults and service requests into the SOLVE Problem Management System using MS-Mail EForms. The system was developed by ITG Network Operations, Melbourne and is in use throughout much of Network Operation's client base.
The system is comprised of two separate components; the MS Mail EForm front end and a Mail/SOLVE Robot back end. The EForm front end must be deployed on each user's application server whilst a single, central robot back end receives the requests, enters the detail into SOLVE and confirms the processing of the request with the user by E-mail. The front end is available from SDI as module OM-10048, whilst the robot back end is best sourced from its developers in ITG Network Operations, Melbourne.
EForm Installation and Configuration
The EForm front end is installed by following the instructions laid out in the Optional Module Installation Advice notes. The application installs into the F:\APPS\MAIL\MAILEXTS\LANREQ directory. The F:\APPS\MAIL\MAILEXTS\SHARED.INI file is also modified to include an entry on the MS-Mail menu bar "Mail" Option drop down menu enabling access to the EForm. It is also necessary to modify the application's INI file, LANREQ.INI, and the contents of the .\DATA directory to specify the mail address of the robot back end and to customise the available job detail templates.
The two LANREQ.INI modifications required are as follows :
HelpDeskMailBox entry to read :
HelpDeskMailBox=MS:TELECOM/VNPBMET1/R424002
in lieu of :
HelpDeskMailBox=MS:TELECOM/VITGITN1/OIMROBOT
Note - MS:TELECOM/VNPBMET1/R424002 is the current E-Mail address of the IT CSD robot back end. R424002 is the robot's registered SOLVE user id. This id has been used as the robot's server login id and mailbox name for the sake of consistency.
EForm Installation and Configuration cont'd
HelpDeskPhoneNo entry to read :
HelpDeskPhoneNo=13 2033
' The IT CSD VicTas Helpdesk
in lieu of :
HelpDeskPhoneNo=1800 032 111
' The National ITG Support Hotline
Note : Semicolons may be used to comment out the existing entries.
The F:\APPS\MAIL\MAILEXTS\LANREQ\DATA directory holds a number of files which are used to provide templates in the Job Details field of the EForm. These files should be created, deleted or modified as template requirements demand.
EForm Operation and Functionality
Once installed, the EForm is accessed by selecting the "Mail/Request for ITG Support..." option from the main MS-Mail menu bar. The user then fills out the requisite details in the fields provided and submits the request by clicking on the "Send To ITG Support" button. Details that are entered in the Clients Phone, Division, Location and Org Unit Code fields are remembered between uses of the EForm. Clicking on the "URGENT Fault Report" check box will bring up a dialogue box indicating to the user that, in the case of urgent faults, reports should be made directly to the Helpdesk on the phone number displayed.
The EForm can be selectively deployed to users on the same application fileserver by altering the rights to the LANREQ directory. All inherited rights to the F:\APPS\MAIL\MAILEXTS\LANREQ directory must first be removed, then EForms users can be selectively granted Read and File Scan rights to see the EForm. By creating the group "MSG-TO-LAN-SUPP" with Read and File Scan rights to the LANREQ directory and adding the EForm users to this group, the MEA can be deployed both selectively and cleanly. Although the "Request for ITG Support..." option will still appear in the drop down menu, only targetted users will be able to access and use the form.
Note : All jobs submitted to the robot are placed in a single SOLVE assignment group, e.g. ISDHDV. For details on this process refer below.
Sourcing The Robot Software
Although both the EForm and robot software are available as modules through the standard SDI distribution channels, the robot software is best sourced directly from the developers themselves. Changing Problem Management screens, Problem Management systems, DRIFT versions and operational enhancements to the robot itself have caused the robot module to lapse behind the more directly available software.
The developer contact as of 10 September 1996 is :
|
Name : |
Ross Phillips |
|
Section : |
ITG, Networks Operations, Melbourne |
|
Location : |
3/360 Elizabeth St, Melbourne |
|
Phone : |
(03) 9693-4415 |
Robot Installation, Configuration and Testing
Space Req'ts : <1.0Mb on the applications server. <1.0Mb on the mail server, however, this requirement may grow if incoming messages are not deleted once processed (Robot option).
Timing : The robot software can be installed at any time.
Prequisites : The robot is designed to run on a CLS file server and requires DRIFT for Windows Version 1.22C (F:\APPS\DRIFT).
Est. Install Time : Approx 1 hour.
Installation :
1. Login to the application server with SUPERVISOR rights.
2. Create the robot account with the following attributes :
User Name : It is recommended that the robot's SOLVE user id is used as the User Name for the account, e.g. R424002.
Account Restrictions : Account Disable = No
Account Has Expiration Date = No
Limit Concurrent Connections = Yes
Maximum Connections = 1
Allow User To Change Password = No
Require Password = No
Password : None
Full Name : Mail Message To LAN Support Robot
Groups Belonged to : #-DRIFT-ADV-USERS
#-DRIFT-USERS
#-MAIL-USERS
#-NOAUTOMAIL-USERS
#-NONUSERS
EVERYONE
Station Restrictions : Restrict allowed login addresses to the address of network where the robot will be located plus node address of robot PC's NIC. Temporarily include the address of the network that the robot is being setup on if it is a different network.
Time Restrictions : No time restrictions
Volume Restrictions : 10Mb DATA
CLS User Type : Non User. Home Directory created in DATA:NONUSERS,
e.g. DATA:NONUSERS\R424002.
Robot Installation cont'd
3. Create a nonuser startup batch file in the robot home directory, e.g. R424002.BAT.
The purpose of this file is to establish the robot environment and automatically launch Windows after login. The file contents should be similar to the following :
CASTOFF ALL
REM Attach and map to the appropriate mailserver as necessary
ATTACH MAIL_SERVER_NAME\%NAME
MAP ROOT M:=MAIL_SERVER_NAME/DATA:APPS\MAIL\MAILDATA
REM Enable LDM control
CALL LOGEXIT.BAT
Note : A USER_NAME.INC file cannot be used to accomplish the above as the CLS server system login script does not execute .INC files for non users.
4. If required create a corresponding account for the robot on the Mail server. With the exception of different group membership, configure the account identically to the login server. The mail server group membership should be set as follows :
Groups Belonged to : #-MAIL-USERS
EVERYONE
5. Create the following directories in the robot's home directory :
OIMROBOT\
OIMROBOT\LOG\
Copy the robot software into the H:\OIMROBOT directory. The files comprising the robot program are as follows :
OIMROBOT.EXE
OIMROBOT.INI
OIMREPLY.TXT
Robot Installation cont'd
6. Edit the OIMROBOT.INI file to customise robot operation. A sample INI file is shown below. Values requiring change are in bold italicised type.
[Options]
WaitTime=60
SendReply=1
DeleteMsg=1
LoginAtStartup=1
LoggingToFile=1
LogStart= Entry created by robot at startup
[Drift]
Section=Drift 1.2
CFG=robot_login_id.CFG
Session=SOLVE Value must correspond with the session name chosen during step 8 of the installation below.
[Logon]
HostName=SOLVE Problem Management production system host.
Userid=robot_user_id
Password=robot_password
[Mail]
LoginName=robot_mailbox_id
Password=mailbox_password
AttachmentTo=Configuration Management Feature currently disabled
AttachmentAddress=MS:TELECOM/VITGITN1/configmgmt Feature currently disabled
[OIMDocket]
Impact=NO
FaultCode=REQ
Severity=4
Priority=4
Site=OTHER
DefaultApplication=OTHER
DefaultAssignedTo=assigned_to_value IT CSD value at 16/09/96 = ISDHDV
DefaultSystemId=system_id_value IT CSD value at 16/09/96 = NA
DefaultBusinessSRU=OTHER
DefaultSubUnit=OTHER
DefaultSymptomCode=symptom_category_value IT CSD value at 16/09/96 = ITGS
Value for older IT CSD fault panel = NWCL
[OIMAssignedTo]
[OIMSystemId]
Note : Semicolons may be used to comment out existing entries.
7. Login as the robot and add H:\OIMROBOT\OIMROBOT.EXE to the robots 'Personal Startup' Group.
Robot Installation cont'd
8. Create a DRIFT session to access SOLVE with the attributes listed below :
Session Name : SOLVE
Terminal Emulation : TN 3279 Display
Hardware Interface : TCP/IP (for WINSOCK)
Hardware Interface/Settings/Host Name : SOLVE
Place the session in the "Opened Sessions" list of the toolbar menu's Sessions/List dialogue box. Remove all other sessions from the "Opened Sessions" list and save the new settings.
9. Open the session and login into SOLVE as the robot user to test the DRIFT configuration and robot account. Change and record the password as required and amend the [Logon]/Password entry in the OIMROBOT.INI if necessary.
10 Edit the C:\LAN\PCSET.BAT file to enable the PC to autologin as the robot user.
Testing :
1. Reboot the robot PC. Verify successful startup of the robot by checking proper execution of the following :
·
Robot PC autologs in to the LAN as robot user.·
Robot application autostarts once Windows & Applications Manager startup is complete.·
Robot is able to login to mail and check its mail box.2. From another PC, using the EForm front end, send a test message to the robot. Verify correct operation of the robot by checking proper execution of the following :
·
Robot receives the test mail message.·
Robot logs into SOLVE.·
Robot processes the message.·
Robot returns mail to the originating user indicating that the request was successfully received and processed.3. When all of the above verifies ok, the robot can then be placed in production release. Delete or close any test messages placed into SOLVE as required.
New Files :
OIMROBOT.EXE : The robot engine. The 08/09/96 release is designed to work with DRIFT V1.2.2.C. It will also support the new "ITGS" Panel (the combined Service Delivery/Network Operations Panel) due to come into operation after 16 September 1996.
OIMROBOT.INI : Initialisation file.
OIMREPLY.TXT : The 'message received and processed' message text. The robot uses this text for the confirmation message that it sends back to the user. With the exception of the <REFNO> tag, the file is free form text and can be amended as required.
Routine Administration
The front end does not require any routine administration.
To guard against the consequences of network and server outages, the robot PC should be routinely checked for continued operation and rebooted as required. Additionally, successful login and interoperation with SOLVE should also be periodically checked to guard against, or at least help detect, problems associated with changes made to the functionality of SOLVE itself. Difficulties should be reported back to the system developers.
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