Clarity Service Management

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CA SERVICE DESK INTEGRATED TO CA EEM

  • 1.  CA SERVICE DESK INTEGRATED TO CA EEM

    Posted 10-07-2016 12:01 PM

    Hello Team,

    Good day and trust work had been great.

    Please I want to know if it's possible to integrate multiple CA EEM with CA SDM 12.6.

    We have been using CA SM 12.6 integrated with CA EEM for over 3years now and it has been working perfectly not until late last year (2015) that we had a total downtime. CA support intervened and discovered the issue was with a configuration of the multiple LDAP configuartion on the CA EEM.

    After the issue was resolved, it worked for about 6months thereabout and the issue started again.

    Now we installed the latest version of CA EEM on a separate server and give access for all our "EMPLOYEES" and it was working ok without users complains....... Later we added the "ANALYSTS" and the system started having issues again, taking much time to log in approximately 10mins to log in and sometimes it throws 404 error after awhile.

    Please we wanna know if we can install 2 separate CA EEM and integrate these with our current SDM. Please will this work????

    Awaits swift answers and advises.

    Thanks and Regards,

    Amosu



  • 2.  Re: CA SERVICE DESK INTEGRATED TO CA EEM

    Posted 10-10-2016 02:12 PM

    Hey Amosu,

     

    Unfortunately, SDM can only connect to one EEM server.  You can associate it to a comma separated list of EEM servers for failover purposes (ex:  host1,host2    so, if host1 is not available  it'll hit up host2), but you can't configure it to search one set of users in one EEM server and if it can't find the users there that it would search another EEM node.  

     

    I think it would be great idea though, where maybe SDM would allow you to set Access Types specific EEM server names.  This helps in multi-tenanted envs too.

     

    Having said that, for your troubles - are these Analysts on a different LDAP server than your Employees?   If EEM is taking time to search these user records, where ever they are, because the underlying LDAP layer is slow, then it will be a tough one.  Any ideas on why the LDAP servers are slow?

     

    _R



  • 3.  Re: CA SERVICE DESK INTEGRATED TO CA EEM

    Posted 10-11-2016 04:18 AM

    Hello Raghu,

    Good day and thanks for your input.

    The analysts are on the same LDAP with the employees.

    Thanks



  • 4.  Re: CA SERVICE DESK INTEGRATED TO CA EEM

    Posted 10-11-2016 10:53 AM

    Thanks Amosu.

     

    If they are on the same LDAP, then the only thing that hits me is that, the LDAP searches are becoming slower which makes our authentication program queue up the requests.  Longer the queue is, worse the login times are.

     

    Maybe your LDAP guys are able to checkout why its slowing down?  Is it a pool of LDAP servers EEM is talking to, or just one LDAP server? 

     

    If it is a pool, maybe one of them is slow/bad?

     

    _R