DX Application Performance Management

Monitoring Service Desk 

08-19-2015 01:03 PM


This document by Hallett_German describes how you can monitor CA Service Desk (Manager) with CA CEM. It may also work with agent-only recording or URL groups if you don't have CEM.

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Uploaded - 05-29-2019

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11-24-2015 09:08 AM

Hi Ajit:

I looked at the Service Desk templates that I had and they are set up like above. The way presented in the Tech Note has been successful in the past. If that is not working, then perhaps contact Professional Services for suggestions.

 

Thanks

Hal German

11-23-2015 11:25 PM

Hi Hal,

 

I  need to understand instead of

<PDM_IF "$prop.initial_load" == "">

<frame src="$cgi?OP=JUST_GRONK_IT+SID=$SESSION.SID+FID=5+HTMPL=home.htmpl&USERNAME=$cst.userid" name=cai_main marginheight=0 marginwidth=0 frameborder=1 title="Main">

 

can i make changes to /pdmweb.exe?OP=DISPLAY_FORM+SID=1352147695+FID=123+HTMPL=home.htmpl line? on the templates?

 

as first one is not at-all getting recorded in the recording session.

11-23-2015 09:43 AM

Since I do not have access to Service Desk test environment, I am not sure if the document is current. Typically the Professional Services group does these implementations. So they would be the best source to help resolve this

 

Thanks

Hal German

11-23-2015 08:54 AM

Hi Guenter,

 

I tried the above steps, but i dont see any username coming along with transactions.

the changes which we have as per the documents for employee and analyst page, the same url is not appearing in the recording.

eg.

 

<PDM_IF "$prop.initial_load" == "">

<frame src="$cgi?OP=JUST_GRONK_IT+SID=$SESSION.SID+FID=5+HTMPL=home.htmpl&USERNAME=$cst.userid" name=cai_main marginheight=0 marginwidth=0 frameborder=1 title="Main">

 

this we dont see in the recordings outcome, what we see the other statement related to home.htmpl as

/pdmweb.exe?OP=DISPLAY_FORM+SID=1352147695+FID=123+HTMPL=home.htmpl

 

what's wrong here, unable to find it. can you please help me on this

08-20-2015 07:33 AM

Excellent Document!

It helped me a lot. Resolved my monitoring SDM / APM

 

Thanks!

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