CA Remote Engineer Graphical User
Interface Field Descriptions:
Product Name Please select
the CA Software you are collecting information for from the dropdown.
“Click here to open Support Issue” can be
clicked to open a browser to the CA Support website. Once there you will need
to open a new issue.
Send data to CA via FTP? is the option to choose if you want to FTP the information
to the CA Support.ca.com website and automatically attach the information to
the corresponding issues FTP directory.
FTP Checkbox:
Select the check box to FTP the information to the issue.
If you DO
NOT choose to FTP the information it will be compressed into .zip file in the
current CA_RemoteEngineer folder.
(File Format: Issue#_Hostname_Product_#.zip)
The file
name and location should be noted in the Status window when the CA Remote Engineer is
complete.
If you choose to FTP information to the issue by selecting
the FTP Checkbox fill in each corresponding fields below.
To
create the FTP Directory from your Support online issue please do the
following.
Go
to “File Attachments” Tab
Go
to bottom of the page where it says “To manage file attachments using SFTP”
Click
the “Create Directories” button
If you are opening a Case over the phone, ask that an FTP folder be opened on the case.
Username is your Customer Support Online ID
and is required for Secure FTP
Password is your Customer Support Online ID
and is required for Secure FTP
Issue # This is
the CA Support issue number assigned to your case. (ie. 20123456-01 or 20123456)
·
You will need to open an issue online or over
the phone
·
You will need to create the FTP folder when you
open the issue.
·
Only required if you are FTP’ing
the information to CA
Site ID is the Customer Site ID assigned when CA Products are
purchased
· This can be found when you login to the Support.ca.com site
Show Advanced options only select
this when directed by CA support OR your company does not permit sending
OS/Platform information to CA Support.
Get Environment Details If you are
unable to provide the OS/Platform information and only want to provide the
product related information follow the below.
Select the Show Advanced Options box
Change the Get Environment Details to No
Advanced Input If the CA Remote Engineer has problems running
you can also enter in the –debug
into the Advanced Input box to have CA Remote Engineer gather extra info on any problems it may have encountered.
Run or Close button will allow you to Run the CA Remote Engineer or Close the UI window.