Clarity Service Management

Expand all | Collapse all

Perform Service Desk Manager - SDM administrative activities [Benchmarking]

Jump to Best Answer
  • 1.  Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-15-2018 07:23 AM

    Can the administrative functions of the Service Desk Manager (eg web screen painter, pdm's command execution, application log's checking and tracking) , only be performed inside the server?

     

    In our company, the datacenter sector is responsible for the administration of the servers and thus they inform that there is restriction for direct access to the servers.

     

    For the WSP, we even install the client, but because it is HA, the client presents an error and informs that the program does not run in HA. Even if we could solve the WSP problem, we would lack access to the DOS prompt to execute the PDM's commands.

     

    So, I ask if is there a way to accomplish the administrative functions of SDM without being inside the server? As beachmarking, I would like to know how you work in your companies.

     

    Thank you so much,

     

    Rafael Matoso



  • 2.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-15-2018 07:32 AM

    hi,

    I have used PsExec tools to perform commands remotly but after crypto-attacks (WannaCry, Petya), this possibility have been blocked.

     

    As a workaround I have published access to cmd via perl interface from sdm's interface using Webengine OP:

    SPEL How to Execute Remote Reference via Perl code 

    SPEL: Register custom webengine OP

     

    Regards,

    cdtj



  • 3.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-17-2018 12:20 PM

    Hi cdtj

     

    Thanks very much for you comments.

     

    The PsExec, can help, however, I have understood, that a user is required to access the server in some way.

     

    About the published, seems a excellent material, I need to deepen in the understanding of spel.

     

    Regards, 

    Rafael



  • 4.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]
    Best Answer

    Posted 01-16-2018 03:45 PM

    Hello,

     

    Nearly all of the admin commands that you are asking about, particularly the pdm commands, would require some sort of access to the main server.  I have not heard of any supported methods to run said commands remotely.  

     

    It is also important to note that Support's ability to troubleshoot a given case is heavily reliant on direct access to the given SDM Server, not just to run said commands, but to also gather log materials and diagnostic outputs.  Would it perhaps serve you better to have some of the admins of your data centre who are permitted direct access, to be trained in some of the basic commands and processes?



  • 5.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-17-2018 12:11 PM

    Hi David-Ng

     

    Thanks for you comments. In our organization, we have some type of special host that makes it possible to treat this subject (kind of an internal co-location type), then we will probably treat it like this.

     

    However, as suggested by Chi_Chen, I created an idea in the community for a possible implementation of the solution to this problem. Your vote is welcome lol (Build a "Central Adminstration" to admin SDM without server access )

     

    Thankful,

     

    Rafael



  • 6.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-16-2018 04:17 PM

    Rafael, Cdtj's reply should give you something to start with. To have a complete solution, you may consider creating an idea in this community for have a web base command center for PDM commands( and other admin tasks), like the Oracle Enterprise Manager. Thanks _Chi



  • 7.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-17-2018 12:12 PM

    Hi Chi_Chen

     

    Thanks for you coment. As suggested by, I created an idea in the community for a possible implementation of the solution to this problem. Your vote is welcome lol (Build a "Central Adminstration" to admin SDM without server access ).

     

    Regards, 

     

    Rafael



  • 8.  Re: Perform Service Desk Manager - SDM administrative activities [Benchmarking]

    Posted 01-17-2018 12:19 PM

    Rafael, up voted. Thanks _Chi