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.

Important: CA Remote Engineer FTP option requires a Support issue be opened and a FTP Directory created.

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.