Xerox CentreWare for Unicenter Software User Guide PDF

CentreWare for Unicenter NSM

User Guide Version 1.1.6

CentreWare for Unicenter NSM User Guide 1

2007 by Xerox Corporation. All rights reserved.

Copyright protection claimed includes all forms and matters of copyright material and information now allowed by statutory or judicial law or hereinafter granted, including without limitation, material generated from the software programs which are displayed on the screen such as styles, templates, icons, screen displays, looks, etc.

Xerox, The Document Company, the digitized X, and all Xerox products mentioned in this publication are trademarks of Xerox Corporation. Unicenter NSM is a registered trademark of Computer Associates International, Inc. (CA). Product and trademarks of other companies are also acknowledged.

Changes are periodically made to this document. Changes, technical inaccuracies, and typographic errors will be corrected in subsequent editions. Technical updates will be included in subsequent editions.

Published in the United States of America

CentreWare for Unicenter NSM User Guide 2

Table of Contents

INTROUDUCTION

Unicenter NSM 3.1

Key Benefits and Features ............................................................................. 7

System Requirements ................................................................................... 8

Hardware Requirements ................................................................... 8

Software Requirements .................................................................... 8

Unicenter NSM R11

Key Benefits and Features .. 30

System Requirements 31

Hardware Requirments .. 31

Software Requirments 31

Before You Start CentreWare for Unicenter NSM ............. 9

For new printers .............................................................................. 9

For existing printers ......................................................................... 9

How to use this Document ......................................................... 10

For initial installation......................................................................................................10

For day-to-day tasks ......................................................................................................10

CenterWare for Unicenter NSM Software Installation............... 11

Web Installation..............................................................................................................11

Using CenterWare for Unicenter NSM

Unicenter NSM 3.1

Printer Discovery ............................................................................................................12

Color-Coded Device Status............................................................................................13

The Xerox Agent.............................................................................................................14

Xbusiness.exe..................................................................................................14

CentreWare for Unicenter NSM User Guide 3

Xupdate.exe.....................................................................................................14

TrapRegSingle.exe / TrapUnReg Single.exe ...............................................14

TrapRegviaMenu.exe / TrapUnRegviaMenu.exe ........................................14

Unicenter NSM R11

Printer Discovery ........................................................................................ 12

Color-Coded Device Status........................................................................... 13

The Xerox Agent......................................................................................... 14

Dynamic Business Process View .34

TrapRegSingle.exe / TrapUnReg Single.exe...................................... 14

TrapRegviaMenu.exe / TrapUnRegviaMenu.exe ................................ 14

Launch of CentreWare Internet Services .................................................... 15

Integration with Xerox CenterWare Web / Xerox Device Manager ................... 15

Configuration................................................................................. 15

Launch.......................................................................................... 15

Description of Xerox Agent popup menu ....................................................... 16

Object View................................................................................... 16

View Node..................................................................................... 16

View Agent.................................................................................... 17

Integration with Enterprise Managers

Unicenter NSM 3.1

Integration with Enterprise Managers ........................................................... 22

Event Management ........................................................................ 22

Problem Management .................................................................... 23

Integration with Advanced Help desk............................................................ 24

Unicenter NSM R11

Integration with Enterprise Managers ........................................................... 35

Alert Management ... 35

CentreWare for Unicenter NSM User Guide 4

Integration with Advanced Help desk 36

Troubleshooting

Unicenter NSM 3.1- Troubleshooting ..25

Unicenter NSM R11 - Troubleshooting ..39

Appendix Xerox Agent Installer / Un-Installer

Unicenter NSM 3.1

Installer ........................................................................................ 27

Uninstaller..................................................................................... 28

Unicenter NSM R11

Installer ........................................................................................ 27

Uninstaller..................................................................................... 28

CentreWare for Unicenter NSM User Guide 5

CA UNICENTER NSM 3.1

CentreWare for Unicenter NSM User Guide 6

Introduction Xerox CentreWare for Unicenter NSM* provides the added identification of several different types of Xerox printers in the general discovery performed by Unicenter NSM.

Once successfully installed, you will be able to see all the discovered Xerox printers under one Unicenter NSM Business Process View. In addition, CentreWare for Unicenter NSM provides full integration with Event Management,and the choice to integrate with Problem Management and Advanced Help Desk.

Key Benefits and Features

Feature Benefits

Printer Discovery Provides the automatic identification of Xerox printers on your network and presents them with recognizable icons.

Color-Coded Device Status Automatically changes the color in the printer icon to reflect the printer status.

Access to the printer embedded web server, Internet Services

If your printer contains an embedded web server, you can easily access it though the icon displayed in the Xerox Agent.

Custom Business View Managing the Xerox printers on your network will be made easier by displaying all the discovered Xerox printers in a single business view.

Full integration with the features of Unicenter NSM

Provides full use of Event management, Problem management and Advanced Help Desk.

Automatic trap registration for all supported Xerox printers

CentreWare for Unicenter NSM will determine if the Xerox devie supports SNMP traps and will register/deregister devices automatically.

* Unicenter NSM and its options are proprietary software programs belonging to Computer Associattes, Inc. (CA) and / or its licensors.

CentreWare for Unicenter NSM User Guide 7

System Requirements

Hardware Requirements 512MB of RAM

50MB of hard disk space

Software Requirements Following software must be installed on your PC before installing CentreWare for Unicenter NSM. o Microsoft Windows NT 4.0 Server (for x86 Processor

Architecture) with Service Pack 6a or higher required.

o Microsoft Windows 2000 Server, with any later maintenance.

o Microsoft Windows 2000 Advanced Server, with any later maintenance.

o Microsoft Windows 2003 Server (32-bit version).

o Microsoft SQL server 6.5 or equivalent.

o Microsoft SNMP Services

o TCP/IP Protocol

o CA Unicenter TND 2.4 or NSM 3.0 with agent services and unicenter manager.

o CA Unicenter NSM Problem Management Module If you intend to use this feature.

o Advanced Help Desk (AHD) server if you intend to use this feature.

o Microsoft Internet Explorer or Netscape Navigator versions 4.0 or later, if you wish to access a printer embedded web page.

CentreWare for Unicenter NSM User Guide 8

Before You Start CentreWare for

Unicenter NSM

For new printers Unpack and set up your printer with all consumables and optional equipment according to the instructions provided with your printer.

If the printer did not come with the network card installed, install it with the instructions included with the card.

Turn on your printer. If your printer supports it, review the startup page to verify proper operation.

Connect your printer to an active network with appropriate cabling.

Ensure the printer has a valid unique IP address.

For existing printers If your printer was not previously networked, add the network card and appropriate cabling.

Ensure the printer has a valid unique IP address.

CentreWare for Unicenter NSM User Guide 9

How to use this Document

This document assumes that you have a working knowledge and familiarity with CA Unicenter NSM. Only procedures that differ from the normally expected operation of Unicenter NSM are described.

You may print all or part of this document at any time from your Adobe Acrobat reader by clicking the File menu and the selecting Print. You may then select a single page, a range of pages, or the entire document for printing.

For initial installation Read and follow these section

CenterWare for Unicenter NSM Software Installation

For day-to-day tasks Read and follow these sections:

Using CenterWare for Unicenter NSM

Troubleshooting

CentreWare for Unicenter NSM User Guide 10

CenterWare for Unicenter NSM Software Installation

Web Installation

The lastest available version of CentreWare for Unicenter NSM is available from the Xerox web site at www.xerox.com

After downloading the file to a temporary folder, double click on the icon to extract the files.

Double click on the file XeroxCentreWareforUniceterx.x.x.exe..

Select your language from the first screen.

The software will begin the installation process. After a few moments, the Install Shield Wizard will load.

CentreWare for Unicenter NSM User Guide 11

Using CenterWare for Unicenter

NSM

Printer Discovery

Creation of Xerox BusinessView

Unicenter NSM provides the discovery of Xerox devices. CentreWare for Unicenter NSM has added the identification of different type of Xerox printers to a general discovery performed by Unicenter NSM.

The primary discovery identifies the Xerox devices on the network and presents them with general Xerox icons for 2-D and images for 3-D.

Afer successful installation of CenterWare for Unicenter NSM, the user will see all the discovered Xerox printers under one Business Process View. It will also display the current status of all the discovered Xerox printers. The name of this business process view is Xerox Printers.

The printers will now be present in the Business Process View as well as the IP Map.

CentreWare for Unicenter NSM will automatically add Xerox printers to this view as they are attached to the network and discovered by Unicenter NSM. At start up the program xupdate.exe will be run.

CentreWare for Unicenter NSM User Guide 12

Color-Coded Device Status

Each printer will be denoted by an icon. Each icon will be color-coded to represent the current status of the printer. The color-coded status is provided via the Unicenter NSM policy. The policy also contains a property for the polling rate. The Xerox Agent default polling rate will be set to 10 minutes.

If the printer support traps and is registered, the status will be updated when a device sends a trap.

The color of the icon is determined by using the combination of the Xerox Agernt and Ping Agent. The color will also propagate to the top of the network.

The relation between the color-code and the printer state is presented in the following table.

Printer State Color

Down (Ping Agent)* Black

Low Toner Yellow

No toner Red

Low Paper Yellow

No Paper Red

Door Open Red

Offline Red

Service Requested Yellow

Paper Jam Red

*Only available printer state for DC220/230

CentreWare for Unicenter NSM User Guide 13

The Xerox Agent

The Xerox Agent provides the interface between the Xerox devices on the network and Unicenter NSM. It interprets messages from the Xerox devices and forwards them to Unicenter NSM.

The following described software modules that are a part of the Xerox Agent solution.

Xbusiness.exe

This module has two basic functions:

1 Creates the Xerox Business Process View.

2 ifies the Xerox devices to their specific printer

class.

e. It can be found in the Xerox folder in your NSM folder.

Checks the repository for all object device classes and reclass

If you have deleted the Xerox Business Process View and wish to recreate it, run the module, xbusiness.ex

XUpdate.exe

printers and add them to the Business Process View.

ured or

unconfigured to send SNMP traps to the Xerox Agent.

TrapRegviaMenu.exe / TrapUnRegviaMenu.exe

igured or unconfigured to send SNMP traps to the Xerox Agent.

This module is running at all times to check for a newly discovered Xerox

TrapRegSingle.exe / TrapUnReg Single.exe

This module will run when the Single Printer Trap Reg or Single Printer Trap Unreg right click menu selection is made when a Xerox device is selected.. One device is config

This module will run when Auto Trap Registration or All Printers Trap UnRegister right click menu selection is made when a Xerox device is selected. All devices in the repository are conf

CentreWare for Unicenter NSM User Guide 14

Launch of

CentreWare Internet Services

Integration with Xerox CenterWare

Web / Xerox Device Manager

When you right-click on the device icon or image the menu that appears will include a new menu item for launching the CentreWare Internet Services embedded web server.

The Xerox Agent is unable to automatically detect the presence or absence of a printer embedded web server. If this menu item is selected for a printer without an embedded web server a failed link will result. For example, if you select this item for a printer connect to the network with the Xerox CentreDirect External Print Server (External Ethernet Adapter).

Xerox for Unicenter also provides access to Xerox CenterWare Web when it is being used in conjunction with Unicenter to manage Xerox devices. The integration allows easy access to the CenterWare Web server home page from the Unicenter user interface.

Configuration

By selecting a Xerox device with a right click you can configure the Xerox CenterWare Web server address. Select the Configure CWW menu item. Configuration is only required to be completed once per Unicenter server. The complete URL to the CenterWare Web server is required.

I.e.: http://192.168.0.1/CenterWareWeb

Launch

Launch the Xerox CenterWare Web server by right clicking a Xerox device and selecting the CenterWare Web menu item.

All CenterWare Web features are then available.

CentreWare for Unicenter NSM User Guide 15

Description of Xerox

Agent popup menu

You can also invoke Agent View and View Node by a right mouse click on the Xerox Agent icon. The following menu options will be displayed:

Object View

This view is used to see all the mib objects. It require compile version of SNMP mibs in SNMPV1. Unicenter- NSM support SNMPV1 mibs.

View Node

This view will display the current condition of the Ping Agent and the Xerox Agent. The Node View displays the printer subsystems under the Xerox Agent and their current state in a tree format. The color-coding represents the state of that component.

By selecting either of these two nodes with the right mouse botton and selecting Event Browser a list of events with the current error condition is displayed. This provides an additional place to look events.

You can change the display preferences by selecting View|Display Preferences

CentreWare for Unicenter NSM User Guide 16

View Agent

In this view you can see all the printer details under different agent views.

The available tabs are Device Information, Input Trays, Output Trays, Consumables, Storage, Covers, Services, Counters and active Alerts.

Device Information:

General device information is provided in this screen. The devices serial number and a remote view of the front console is also shown.

CentreWare for Unicenter NSM User Guide 17

Input Trays and Output Trays:

The input and out put tray screens provides tray levels. Tray status is shown using the check mark (read) or X (unavailable) icon. The input tray view also provides the paper type used in each tray.

CentreWare for Unicenter NSM User Guide 18

Consumables:

The consumable view provdes the level of each consumable the device requires. The list will differ between devices.

Storage Information:

Storage information view provides a list of installed memory and drive space along with the amount of memory currently being used at the device.

CentreWare for Unicenter NSM User Guide 19

Covers:

The covers view lists all covers and the current state of the interlocks for each cover. Only covers which are interlocked will be provided.

Services:

The services view will display the state of copy, fax, and scan services available for each device if known.

CentreWare for Unicenter NSM User Guide 20

Usage Counters:

The Usage Counter view displays the current list of usage counters and the current value.

Active Alerts:

The active alerts view diplays the active alert conditions in a list. The severity and description are provided.

CentreWare for Unicenter NSM User Guide 21

Integration with Enterprise Managers

CentreWare for Unicenter NSM provides integration with two enterprise managers.

Event Management

Problem Management

Event Management

Event enterprise is used to create a message record and message action for your events. After integration of the module, events are forwarded to the Event console. Whenever a printer has any problem, the Xerox Agent detects it using the various SNMP objects and sends the event to the Console. The CentreWare Unicente NSM installation utility creates message records and message actions.

You can add new message records and message actions at any time. To do this requires a proper understanding of the Xerox_10.cnf file and other Message record related files.

When a critical event is detected for a Xerox printer a red banner flying across your PC desktop is displayed. The banner contains the text of problems detected. For example, Agent Xerox Printer No Paper.

CentreWare for Unicenter NSM User Guide 22

Problem Management

This function is closely related to Event Management. You can create a problem ticket based on the problem type reported.

CentreWare for Unicenter NSM uses the escalation table to escalate the priority of the problem is no action is taken within the specified time. By assigning a Priority Escalation policy, you can automate the escalation of a problem's Priority and/or Responsibility Area. The Escalation policy is defined in the Escalation Table.

As determined by the time interval specified, the priority of the problem will be escalated and the person responsible for correcting the problem will also be re-assigned.

In addition CentreWare for Unicenter NSM creates a new status code called PENDING. It also creates a new entry in the PGMT table with the source component(Agent) and the event (Xerox).

CentreWare for Unicenter NSM User Guide 23

Integration with

Advanced Help desk

When the Xerox Agent detects any problem, it checks for the installed path of the Advanced Help Desk and generates a Trouble Ticket.

Trouble Tickets are generated for four error conditions:

o Door Open

o Paper Jam

o No Toner

o No Paper

To view the requests, open the Request Bins tab on the Service Desk window.

CentreWare for Unicenter NSM User Guide 24

Troubleshooting If you have problems after you have installed CentreWare for Unicenter NSM, consult the table below for a posible remedy.

Symptoms Possible causes Solution

The icon on the 2D map is not the proper icon for the Xerox Printer

Classes are not imported correctly in the repository

Check the icon and the printer class name using the class wizard utility

There is no Xerox Agent icon under the Xerox Printer icon either in 2D or 3D.

Awservices are not running

SNMP agent on the printer is not working correctly.

Check the printer class name in the DSM Wizard under the Xerox Agent name XeroxAgt.

Run the command resetdsm

Run the command awservices start.

A Xerox Printer is not discovered.

The SNMP agent is not working properly on the printer.

There is a problem with the network connectivity.

The printers class is not defined in the repository.

Check the worldview agent service in the control panel.

Check the class in the class wizard.

Ping to that IP address.

Run the manual discovery command dscvrone i ip address u sa

Node view is not showing the proper color.

The SNMP objects that decode the color may have an incorrect value.

Use awget command to check the value of hrError detectedState.

Run the command awm_catch to check value coming from the printers.

No banner displays in the window when a fault is received.

Event services are not running

Check the services using command unifstat

Or run the command unicntrl start uni

No event displays in the event console window

Event services are not running.

Message records are not added properly.

At the command prompt:

Run command unifstat.

Run unicntrl start uni.

Run Oprcmd opreload.

No problem ticket created in the problem management.

Incorrect message records. Check the message records and message actions.

A Trouble Ticket is not generated in the Advanced Help Desk

AHD services are not running. Check all AHD services in the control panel and start it.

Check the path of the ahd.dll in the message records.

The Xerox Printers Business Process View (BPV) is not present

A problem exists in the repository.

First end process for XUpdate.exe.

Find Xbusiness.exe application in the Xerox folder in

CentreWare for Unicenter NSM User Guide 25

present the NSM installation folder.

Run the XBusiness.exe application with the current name of the repository.

No problem ticket created in the problem management.

Incorrect message records. Check the message records and message actions.

A Trouble Ticketis not generated in the Advanced Help Desk

AHD services are not running.

Check all AHD services in the control panel and start it.

Check the path of the ahd.dll in the message records.

The Xerox Printers Business Process View (BPV) is not present

A problem exists in the repository.

First end process for XUpdate.exe.

Find Xbusiness.exe application in the Xerox folder in the NSM installation folder.

Run the XBusiness.exe application with the current name of the repository.

New printers are not discovered under the

Xerox Printer BPV

Xupdate.exe is not running. Check for Xupdate.exe application.

Xerox device traps do not appear in the console

SNMP Trap server is not activated

Start->Programs->EnterpriseManagers- Double- clickMachine Name:

Double click configuration icon:

Double click Settings Icon.

Double click SNMP Trap Server Activated

Set to Yes -> OK out.

From Command prompt run

Unicntrl stop opr

Unicntrl start opr

CentreWare for Unicenter NSM User Guide 26

Appendix Xerox Agent Installer / Un-Installer

Installer

The installer is a simple Install-Shield utility that will automate the addition of the files used for the agent and the inclusion of the agent technology in the Unicenter NSM functionality.

The installer will copy the models, icons, script files and policy files to the NSM installation directory. It will also edit several files to enable the agent to work with Unicenter NSM.

The modifications performed by the installer are as follows:

Substitue the path to your NSM folder for c:\NSM\.

Copy all the icons to c:\NSM\icons

Copy all the images to c:\NSM\images

Copy all the mib files to c:\NSM\Schema\included

Copy all the models to c:\NSM\models

Copy new policy related files (Xeroxagt.atp, NodesXrx.dat ) to c:\NSM\services\config\aws_nsm\dm

Copy agent world view file (xerox.wvc) to c:\NSM\services\config\aws_wvgate

Copy Xerox repository related files(xeroxPrn.tng, xeroxRmv.tng) to c:\NSM\sqlCopy mibs with the extension .txt ( e.g RFC1514.txt) to c:\NSM\services\config\mibs\ for Mib browser.

Create a folder named Xerox in the C:\Program Files folder and a folder named CentreWare4TNG in the Xerox folder.

Copy to this folder all the message records files for Event management (MsgRecDef.txt, MsgRecRemove.txt) and Problem management (XeroxMgpt.bat, XeroxMgptRemove.bat).

Copy the executables files (Xupdate.exe, XBusiness.exe) to the c:\Program Files\Xerox\Centreware4TNG folder.

Copy the four files:

NoPaperAHD.txt

NoTonerAHD.txt

OpenDoorAHD.txt

PaperJamAHD.txt

to the C:\Program Files\Xerox\CentreWare4TNG folder used for the creation of trouble ticket in the Advanced Help Desk module.

Copy the readme.txt file that contains suggested changes to some settings before running the PM, AHD on your PC.

Request a resetdsm.

Start services by executing awservices start.

CentreWare for Unicenter NSM User Guide 27

Uninstaller

The un-installer will remove all files copied to your system by the Installer, undo any file changes done and remove the classes corresponding to the Xerox Agent. To run the un-installer, use the Add/Remove Programs in the Control Panel and select Xerox CentreWare for Unicenter NSM.

Remove the lines added to the files in the install portion.

Delete all files copied.

The un-installer will then call TRIX to remove the classes from the repository, by executing from command: trix

Import the file Xeroxrmv from the c:\NSM\sql directory.

Request a resetdsm.

Start services by executing awservices start.

There may be some files remaining on your system that are no longer required. To complete the process of removing these files, you should restart your PC.

CentreWare for Unicenter NSM User Guide 28

CA UNICENTER NSM R11

CentreWare for Unicenter NSM User Guide 29

Introduction Xerox CentreWare for Unicenter NSM* provides the added identification of several different types of Xerox printers in the general discovery performed by Unicenter NSM.

Once successfully installed, you will be able to see all the discovered Xerox printers under one Unicenter NSM Business Process View. In addition, CentreWare for Unicenter NSM provides full integration with Alert Management,and the choice to integrate with Advanced Help Desk.

Key Benefits and Features

Feature Benefits

Provides the automatic identification of Xerox printers on your network and presents them with recognizable icons.

Printer Discovery

Color-Coded Device Status Automatically changes the color in the printer icon to reflect the printer status.

Access to the printer embedded web server, Internet Services

If your printer contains an embedded web server, you can easily access it though the icon displayed in the Xerox Agent.

Custom Business View Managing the Xerox printers on your network will be made easier by displaying all the discovered Xerox printers in a single business view.

Dynamic Business View Dynamically managing all the discovered Xerox printers on your network in a single business process view.

Full integration with the features of Unicenter

Provides full use of Node View, Agent View, Management Command Center, Event management, Alert management and Advanced Help Desk.

Automatic trap registration for all supported Xerox printers

CentreWare for Unicenter NSM will determine if the Xerox devie supports SNMP traps and will register/deregister devices automatically.

* Unicenter NSM and its options are proprietary software programs belonging to Computer Associattes, Inc. (CA) and / or its licensors.

CentreWare for Unicenter NSM User Guide 30

System Requirements Hardware Requirements 1GB of RAM

50MB of hard disk space

Software Requirements Following software must be installed on your PC before installing CentreWare for Unicenter NSM. o Microsoft Windows 2000 Server, with any later maintenance.

o Microsoft Windows 2000 Advanced Server, with any later maintenance.

o Microsoft Windows 2003 Server (32-bit version).

o Microsoft SQL server 6.5 or Ingres 3.0 or equivalent.

o Microsoft SNMP Services

o TCP/IP Protocol

o CA Unicenter NSM R11 and NSM R11.1 with agent services unicenter manager and Alert Management.

o Advanced Help Desk (AHD) server if you intend to use this feature.

o Microsoft Internet Explorer or Netscape Navigator versions 4.0 or later, if you wish to access a printer embedded web page.

CentreWare for Unicenter NSM User Guide 31

Using CenterWare for Unicenter NSM

Printer Discovery

Creation of Xerox Dynamic

BusinessView

Unicenter NSM provides the discovery of Xerox devices. CentreWare for Unicenter NSM has added the identification of different type of Xerox printers to a general discovery performed by Unicenter NSM.

The primary discovery identifies the Xerox devices on the network and presents them with general Xerox icons for 2-D.

Afer successful installation of CenterWare for Unicenter NSM, the user will see all the discovered Xerox printers under one Dynamic Business Process View. It will also display the current status of all the discovered Xerox printers. The name of this dynamic business process view is Xerox_ Printers.

The printers will now be present in the Dynamic Business Process View as well as the IP Map.

CentreWare for Unicenter NSM will automatically add Xerox printers to this view as they are attached to the network and discovered by Unicenter NSM.

CentreWare for Unicenter NSM User Guide 32

Color-Coded Device Status

Each printer will be denoted by an icon. Each icon will be color-coded to represent the current status of the printer. The color-coded status is provided via the Unicenter NSM policy. The policy also contains a property for the polling rate. The Xerox Agent default polling rate will be set to 10 minutes.

If the printer support traps and is registered, the status will be updated when a device sends a trap.

The color of the icon is determined by using the combination of the Xerox Agernt and Ping Agent. The color will also propagate to the top of the network.

The relation between the color-code and the printer state is presented in the following table.

Printer State Message Color

Offline Xerox Down Red

Paper Jam Xerox Paper Jam Red

Door Open Xerox Door Open Red

NoPaper Xerox Paper Red

Low Paper Xerox Paper Yellow

NoToner Xerox Toner Red

Low Toner Xerox Toner Yellow

Service Requested Xerox SerReq Red

Input Tray Missing Xerox noInput Red

Output Tray Missing Xerox noOutput Red

Maker Supply Missing Xerox noMarker Red

Input Tray Empty Xerox InEmpty Red

Output Tray Fullout Xerox fullOutput Red

Overdue Preventative Maint Xerox OverMaint Red

CentreWare for Unicenter NSM User Guide 33

The Xerox Agent

The Xerox Agent provides the interface between the Xerox devices on the network and Unicenter NSM. It interprets messages from the Xerox devices and forwards them to Unicenter NSM.

The following described software modules that are a part of the Xerox Agent solution.

Dynamic Bussiness Process View

This module has three basic functions:

1 Creates the Xerox Dynamic Business Process View.

2 Checks the repository for all object device classes and reclassifies the

Check for a newly discovered Xerox printers and add them to the Business Process View.

le Printer Trap

This module will run when Auto Trap Registration or All Printers Trap UnRegister right click menu selection is made when a Xerox device is selected. All devices in the repository are configured or unconfigured to send SNMP traps to the Xerox Agent.

Xerox devices to their specific printer class.

3

TrapRegSingle.exe / TrapUnReg Single.exe

This module will run when the Single Printer Trap Reg or Sing Unreg right click menu selection is made when a Xerox device is selected. One device is configured or unconfigured to send SNMP traps to the Xerox Agent.

TrapRegviaMenu.exe / TrapUnRegviaMenu.exe

If you have deleted the Xerox Dynamic Business Process View and wish to recreate it, import the module, DynamicBPV Install.tng. It can be found in the Xerox folder in your CCS/WVEM folder.

CentreWare for Unicenter NSM User Guide 34

Integration with Enterprise Managers

CentreWare for Unicenter NSM provides integration with an enterprise manager.

Alert Management

Alert Management

Alert enterprise is used to create a message record and message action for your Alerts. After integration of the module, Alerts are forwarded to the Event console. All the alerts are processed using a Alert Queue and Alert classes. Whenever a printer has any problem, the Xerox Agent detects it using the various SNMP objects and sends the Alert to the Xerox Alert Queue which is associated with Xerox Alert class and then to the Console. The CentreWare Unicente NSM installation utility creates message records and message actions.

You can add new message records and message actions at any time. To do this requires a proper understanding of the Message record related files.

When a critical Alert is detected for a Xerox Printer a red banner flying across your PC desktop is displayed. The banner contains the text of problems detected. For example, Agent Xerox Printer No Paper.

CentreWare for Unicenter NSM User Guide 35

Integration with Advanced Help desk

When the Xerox Agent detects any Alert, it checks for the installed path of the Advanced Help Desk and generates a Trouble Ticket.

Trouble Tickets are generated for eight error conditions:

Xerox Door Open

Xerox Jammed

Xerox Toner

Xerox Paper

Xerox NoMarker

Xerox InEmpty

Xerox Out

Xerox OverMaint

To view the requests, open the Request Bins tab on the Service Desk window.

Configuration for Trouble Ticket Generation:

You can create a ticket based on the Alert type reported. The Alert Management server has to be configured with Xerox in Alert Queues, Alert Classes, Escalation Policy and Alert Global Definition as shown in the screen shots.

CentreWare for Unicenter NSM uses the Alert Queues, Alert Z, escalation plociy and Alert Global Defnitions.

CentreWare for Unicenter NSM User Guide 36

Step 1: Alert Queues

Step 2:Alert Classes

Step 3: Escalation Policy

Step 4: Edit Escalation Policy

Step 5: Alert Global Definitions

CentreWare for Unicenter NSM User Guide 37

The following steps are to be performed manually,

Go to Start Menu->Programs->Computer Associates->Unicenter- >NSM->Enterprise Management->EM Classic->AMS->Alert Global definitions and double click it.

Ensure that the Escalation policy is Xerox Printer.

Select the Available nodes and add to Selected nodes.

Enter the Uniform Resource Identifier, which is the address of the web service on your primary Service Desk server into the Service Desk section of this GUI along with a username and password with administrator privileges on the service desk server.

The default for Service Desk 6.0 is

http://server:port/usd_ws/usd_ws.asmx.

The default for Service Desk r11.x is http://servername:port/axis/services/USD_WebServiceSoap.

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Troubleshooting If you have problems after you have installed CentreWare for Unicenter NSM, consult the table below for a posible remedy.

Symptoms Possible causes Solution

The icon on the 2D map is not the proper icon for the Xerox Printer

Classes are not imported correctly in the repository

Check the icon and the printer class name using the class wizard utility

There is no Xerox Agent icon under the Xerox Printer icon either in 2D.

Awservices are not running

SNMP agent on the printer is not working correctly.

Check the printer class name in the DSM Wizard under the Xerox Agent name XeroxAgt.

Run the command resetdsm init

Run the command awservices start.

A Xerox Printer is not discovered.

The SNMP agent is not working properly on the printer.

There is a problem with the network connectivity.

The printers class is not defined in the repository.

Check the worldview agent service in the control panel.

Check the class in the class wizard.

Ping to that IP address.

Run the manual discovery command dscvrone i ip address u sa

Node view is not showing the proper color.

The SNMP objects that decode the color may have an incorrect value.

Use awget command to check the value of hrError detectedState.

Run the command awm_catch to check value coming from the printers.

No banner displays in the window when a fault is received.

Event services are not running

Check the services using command unifstat

Or run the command unicntrl start uni

No event displays in the event console window

Event services are not running.

Message records are not added properly.

At the command prompt:

Run command unifstat.

Run unicntrl start uni.

Run Oprcmd opreload.

No banner displays in the window when a fault is received.

Alert Management Services are not running.

Check the services using command unifstat or run the command unicntrl start uni.

Go to Control Panel -> Administrative tools -> services -> CA-Unicenter Alert- Management services, Restart the service.

Go to Start Menu->Programs->Computer Associates->Unicenter->NSM->Enterprise Management->EM classic->AMS->Alert Queues &

CentreWare for Unicenter NSM User Guide 39

Alert Classes, check whether Xerox Queues and Classes are created or not.

If not created, at command prompt run the command caamspolicy I xerox.

Control Panel -> Administrative tools -> services -> CA- Unicenter services, right click on it, and choose properties. Select the "Log On" tab and change the log on options from "this account" to "Local System Account." Also place a check mark in "Allow service to interact with desktop." Click "Apply" next, and close all windows. Reboot the machine or restart the Service.

No banner displays in the window when a fault is received.

No Alerts are generated Incorrect message records. Check the message records and message actions.

A Trouble Ticket is not generated in the Advanced Help Desk

AHD services are not running.

Alert Management Service is not running

Check all AHD services in the control panel and start it.

Check Alert Management service in the control panel and start it.

After installing plugin: 1. Go to Start Menu->Programs->Computer Associates- >Unicenter->NSM->Enterprise Management->EM classic->AMS-> Alert Global Definition and Double click on it.

(i) Check whether the Escalation policy is Xerox Printer.

(ii) Check whether the Available nodes are added to Selected nodes.

(iii) Enter the Uniform Resource Identifier, which is the address of the web service on your primary Service Desk server into the Service Desk section of this GUI along with a username and password with administrator privileges on the service desk server.The default for Service Desk 6.0 is http://server:port/usd_ws/usd_ws.asmx.

The default for Service Desk r11.x is http://servername:port/axis/services/USD_WebServiceS oap.

Restart Alert Management service in the control panel .

Go to Start Menu->Programs->Computer Associates->Unicenter->NSM->Enterprise Management->EM classic->AMS->Alert Classes,

CentreWare for Unicenter NSM User Guide 40

Double click on the Xerox Printers Class. Go to Actions tab and under Service Desk, check whether the create request when alert is opened & Synchronize closure of requests and alerts options are clicked.

Go to Start Menu ->Programs -> Computer Associates->Unicenter->NSM->Enterprise Management->EM classic->AMS->Alert Queues & Alert Classes, check whether Xerox Queues and Classes are created or not. If not create them using the command caamspolicy i xerox at command prompt.

The Xerox Printers Dynamic Business Process View (DBPV) is not present

A problem exists in the repository.

Find DynamicBPVInstall.tng file in the Ca install path under CCS/WVEM folder.

Import the file with the current name of the repository though GUI.

Xerox device traps do not appear in the console

SNMP Trap server is not activated

Start->Programs->EnterpriseManagers- Double- clickMachine Name:

Double click configuration icon:

Double click Settings Icon.

Double click SNMP Trap Server Activated

Set to Yes -> OK out.

From Command prompt run

Unicntrl stop opr

Unicntrl start opr

Management Command Center (MCC) is not opening

CA Worldview Severity

Propagation Service is not

running

Control Panel -> Administrative tools ->

Services -> CA Worldview Severity

Propagation Service, right Click on it, and

Restart the service.

CentreWare for Unicenter NSM User Guide 41

Appendix Xerox Agent Installer / Un-Installer

Installer The installer is a simple Install-Shield utility that will automate the addition of the files used for the agent and the inclusion of the agent technology in the Unicenter NSM functionality.

The installer will copy the models, icons, script files and policy files to the NSM installation directory. It will also edit several files to enable the agent to work with Unicenter NSM.

The modifications performed by the installer are as follows:

Substitue the path to your NSM folder for C:\Program Files\CA\SharedComponents\CCS

Copy all the icons to C:\Program Files\ CA \ SharedComponents\CCS\WVEM\ icons

Copy all the images to C:\Program Files\CA\SharedComponents\CCS\WVEM\ images

Copy all the mib files to C:\Program Files \ CA \ SharedComponents \CCS \AT\ SERVICES\CONFIG\MIBS.

Copy new policy related files (Xeroxagt.atp, NodesXrx.dat ) to C:\Program Files \ CA \ SharedComponents \ CCS\ AT\ SERVICES \ CONFIG \ aws_nsm\dm

Copy new policy related files (Xeroxagt.atph) to C:\Program Files \ CA \ SharedComponents \ CCS\ AT\ SERVICES \ CONFIG \ aws_nsm\sys

Copy agent world view file (xerox.wvc) to C:\Program Files \ CA \ SharedComponents \ CCS\ AT\ \ services \ config \ aws_wvgate

Copy new policy related files (browser.xeroxagt ) to C:\Program Files \ CA \ SharedComponents \CCS \AT \SERVICES \CONFIG\abrowser

Copy Xerox repository related files(xeroxPrn.tng, xeroxRmv.tng) to C:\Program Files\ CA \ SharedComponents \ CCS \WVEM \sql\Imports

CentreWare for Unicenter NSM User Guide 42

Create a folder named Xerox in the C:\Program Files folder and a folder named CentreWare4TNG in the Xerox folder.

Copy to this folder all the message records files for Event management (MsgRecDef.txt, MsgRecRemove.txt) .

Copy the executables files to the c:\Program Files\Xerox\Centreware4TNG folder.

Create Xerox related Alert Queues, Alert Classes, Escalation policy and Alert Global Definitions to integrate Alert management with Unicenter Agent and manager. Also used for the creation of trouble ticket in the Advanced Help Desk module.

Copy the readme.txt file that contains suggested changes to some settings before running the AHD on your PC.

Request a resetdsm init.

Start services by executing awservices start.

CentreWare for Unicenter NSM User Guide 43

Uninstaller The un-installer will remove all files copied to your system by the Installer, undo any file changes done and remove the classes corresponding to the Xerox Agent. To run the un- installer, use the Add/Remove Programs in the Control Panel and select Xerox CentreWare for Unicenter NSM.

Remove the lines added to the files in the install portion.

Delete all files copied.

The un-installer will then call TRIX to remove the classes from the repository, by executing from command: trix

Import the file Xeroxrmv from the C:\Program Files \CA \SharedComponents \CCS \WVEM\ sql\Imports directory.

The un-installer will then call TRIX to remove the Xerox DBPV from the repository, by executing from command: trix

Import the file DynamicBPV Delete from the C:\Program Files \CA \SharedComponents \CCS \WVEM\ sql\Imports directory.

Delete Xerox related Alert Queues and Alert classes manually or Run caamspurge command at command Prompt (eg: caamspurge -d 0 deletes all the alerts)

Request a resetdsm init.

Start services by executing awservices start.

There may be some files remaining on your sy