Chris_Hackett

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (July 2016)

Discussion created by Chris_Hackett Employee on Jul 18, 2016

Miss the July Service Management Office Hours - Online Chat? Check out what you missed below and be sure to join us in August for the next session!

 

from Chris Hackett (CA) to Everyone:

  Hi Everyone - We'll be starting in just a few minutes.

from Chris Hackett (CA) to Everyone:

  OK - Ready for questions!

from Chris Hackett (CA) to Everyone:

  Quiet start! Any questions for us?

from Jeroen to Everyone:

  I have 2 questions about the build in log in in USD.

from Jon Israel to Everyone:

  @Sure Jeroen - whats on your mind?

from Jeroen to Everyone:

  1. when you use the contact_num field (default setting) the passwords are stored in plain text in the database, are there any ideas to stored them in a secret fashion?

from Jon Israel to Everyone:

  @Jeroen - most cusotmers do not use PIN authentication in SDM but rather use either native AD authenticaiton (OS Auth) or EEM, or SiteMinder.  We do not recommend using PIN Auth unless its for testing purposes only.

from Jon Israel to Everyone:

  @Jeroen - so with that, I have not seen any ideas come across the community for that - but you are more than welcome to post one for the use case

from Jeroen to Everyone:

  2. when using PIN-Field log in and you create a user with a userID, but you leave the contact_num field empty, the user can log on without authentication (just enter the userid), wouldn't it make more sense to make login impossible when the contact_num field is empty

from Jon Israel to Everyone:

  @Jeroen - again, we dont recommend using PIN auth unless its for testing.  Its a very simple login mechanism that is no-frills.  It does not have any advanced logic behind it, so there is no trigger to check if a value exists.  This one would also need to be posted as an idea to the communities.  Please keep in mind, there are very few (if any) enterprise customers using PIN auth in a production enviornment.

from Chris Hackett (CA) to Everyone:

  Anymore questions?

from vinod (CA) to Everyone:

  @jeroen-   Mostly pin authentication is set for Cutomers who are not part of Organization, whos account doent exist in AD.  Its jut a plain authentication.

from Andrea to Everyone:

  We use pin authentication for user ids that connect via web service, but that's all

from Nadia to Everyone:

  @Nadia There are limit of email that SDM can send per day?

from Jon Israel to Everyone:

  @Andrea - thanks for sharing - yes that is one use case that some folks use it for.

from Jon Israel to Everyone:

  @Nadia - No there is no limit, however, many email servers have "thresholds" set such as the nubmer of emails being sent from a specific IP address, hostname, or username within a specific amount of time - which when the threshold is hit, it will block mail from that IP, hostname, or user for a set amount of time.

from Nadia to Everyone:

  WE are sending about 16,000 email per day, and we have problems with pdm_mail_nxd

from Nadia to Everyone:

  And pdm_mail_nxd down almost one time per week

from vinod (CA) to Everyone:

  @Nadia-  Have you seen any of the erro like "Message submission rate for this client has exceeded the

configured limit" in your log.

from Jon Israel to Everyone:

  @Nadia - are you saying that pdm_mail_nxd is crashing?  or hanging?  Meaning that when you restart it, the emails start going out immediately?

from Nadia to Everyone:

  @NAdia actually no, I wet this error: Max restarts attempted for pdm_mail_nxd You may reset the count by running pdm_d_refresh from the command line.

from Jon Israel to Everyone:

  @Nadia - there are many reasons why the pdm_mail_nxd process may hang or crash, but we would need to see some logs through the time period when the problem occurs so that we can take a look at the messages leading up to it.

from Nadia to Everyone:

  So, you recommend to look for the error you said?

from Jon Israel to Everyone:

  @Nadia - so this means that it crashed and tried to restart itself, but was not able to.  It will try 10 times and then stop trying if it is still not able to start up.  This could be because it keeps trying to connect to the mail server but is not able to,  OR it could be for another reason.

from Nadia to Everyone:

  @Nadia or can I use a pdm_logstat to know more information about pdm_mail?

from Jon Israel to Everyone:

  @Nadia - have you opened a case with CA Support for this problem?

from vinod (CA) to Everyone:

  @Nadia-Also check the memory usage of pdm_mail_nxd from task manager and any error from event viewer log. Raise a case with support.

from Jon Israel to Everyone:

  @Nadia - I agree with Vinod, it would be best to work wtih CA Support to have an engineer take a look at it with you and troubleshoot the problem further.

from Jeroen to Everyone:

  @Nadia, we're sending about between 25000 and 35000 mails a day, with peaks of 6000 mail at peak hours. We do not have problems with pdm_mail_nxd, but we have a separate domsrv for event handling

from charan to Everyone:

  @charan - Invalid PROC_LIST entry found (pdm_tomcat) we are able error in the logs. you're SDM AA

from Nadia to Everyone:

  @NAdia ok, thanks a lot!!

from charan to Everyone:

  Invalid PROC_LIST entry found (pdm_tomcat) we are able error in the logs. Our SDM AA mode. Logs are overwrite completely.whether it will impact SDM ?

from Jon Israel to Everyone:

  @Charan - that message may be completely ignored if it is not causing any problems.  It basically just means that the socket port associated to that particular process is empty.  Slump is just reporting an error and then proceeds to other processes.  If there are no actualy symptomatic issues occurring, you can ignore those.

from Chris Hackett (CA) to Everyone:

  Ready for more questions!

from Nadia to Everyone:

  Is it possible that SDM send email by 2 o 3 different email account?

from Nadia to Everyone:

  @NAdia Is it possible that SDM send email by 2 o 3 different email account?

from Jon Israel to Everyone:

  @Nadia - No, unfortunately you can only send mail from one named account in SDM.

from Nadia to Everyone:

  @Nadia, ok thanks.

from Chris Hackett (CA) to Everyone:

  OK Everyone - A quiet day. Must be summer:) If no more questions we'll finish up for today and see you back here in August. Thanks for participating today!

from charan to Everyone:

  @Charan - xFlow something scoreboard see ticket count. whether able to  analyst able to see the ticket counts dashboard and also currently avaible analsyt online ?

from Jon Israel to Everyone:

  @Charan - I am not sure I understand your question completely there.  In Xflow, analysts can see their ticket count on the top right hand side of the page.  Currently Xflow is only meant to be used for analysts as specifically an L1 Analyst Interface.

from Chris Hackett (CA) to Everyone:

  Thanks again everyone! See you back here in August!

from Nadia to Everyone:

  Bye

from Nadia to Everyone:

  @NAdia Thanks.

from Jon Israel to Everyone:

  Thanks All!

from Jon Israel to Everyone:

  See you in the Communities

from charan to Everyone:

  Thank you

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