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Automated Diagnostics Setup for Siebel HelpDesk

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For Automated Diagnostics and Automated Desktop Support installation instructions, see the third-party documentation that came with SupportSoft.

Support Center Installation

Install the Support Center application on your local computer. For information about installing Support Center, see the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Foundry Synchronization

When you first start up the Foundry, you navigate to the Utilities page and synchronize actions. You then can use the Support Actions shipped with your Siebel application.

For information about synchronizing the Foundry, see the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Foundry Implementation

The Foundry is the central repository for Support Action authoring, maintenance, and modification within the support environment of an enterprise. Therefore, it is crucial that minimal Web access security to the Foundry be implemented before final production. Access to the Foundry should be granted only to a small set of authorized users, such as support administrators and support action authors.

For information about securing the Foundry, see the documentation titled Implementing Basic Foundry Secure Web Access in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Script Center

Script Center is an editor that you can use to write Visual Basic and Java scripts and is used by the Foundry for automated solutions. To use Script Center, you must first install the application using the Foundry.

For Script Center installation instructions, see Siebel Automated Solutions Installation Guide in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

For information on using the Script Center, see the documentation titled Building Protections in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

DNA Editor

The DNA Editor is an editor that allows you to create and edit scripts used to install and protect applications, network and printer settings. To use DNA Editor, you must install the applications using the Foundry.

For DNA Editor installation instructions, see Siebel Automated Solutions Installation Guide in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Protection Building

Building a good infrastructure foundation is essential when creating effective protections.

The six-step protection-building process is described in the white paper included in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

For more information on ways to build protections, see the section titled Building Protections in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

CD Vault

A CD vault minimizes the amount of data stored in a user's local vault. A CD vault is useful for remote users and those users with computers that have limited hard disk space. The vault data is transferred to a CD-ROM image, which can be used at a later time to repair a computer system.

For more information on ways to build a CD Vault, see the SupportSoft documentation section titled CD Vault (CD_Vault.pdf) in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

SupportSoft Config File

Support Automation's config.cfg controls the configuration of the Support Automation DNA server, Web server, Nexus information, Support.com Agent polling and posting, directory mapping, vault ordering, and so on.

For more information on the config.cfg file, see the SupportSoft documentation section titled Purpose of the Config.cfg File (Config_cfg.pdf) in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Config File Location

Config.cfg is located in the <install root>\support.com\global directory. While there are other config.cfg files located within the Support.com directory structure, the config.cfg files do not control Support.com Global server settings.

Config File Management

When necessary, the config.cfg should be managed through the Admin Console. The config.cfg can also be edited directly through the Support Portal Hub (Servers tab) or any text editor.

It is recommended that you make a backup copy of the config.cfg file before editing it.

NOTE:  Make sure that the line returns in the file are not deleted when saving the file. If the line returns are deleted, the file is not parsed correctly and the application does not function correctly. If you notice that some features no longer work as expected after modifying the config.cfg file, check to make sure the file still includes line returns. If the line returns have been deleted, you can insert the line returns using a text editor.

Default Reports

Automated Diagnostics provides a set of default reports that generate scorecards for specific performance appraisal questions. These reports provide statistics that are typically difficult to measure. The information presented in these reports assists your organization in gathering data concerning user and analyst use of the system. Your enterprise can also configure the time frame in which the reports appear.

The Default Reports include five sections:

Issue Creation Report. This report displays configured links to SmartIssues.
Scorecard Metrics Report. This report summarizes SmartIssues and customer satisfaction information.
SupportActions Report. This report shows available SupportActions as well as statistics on SupportActions use.
Analyst Report. This reports provides details of analysts using the system.
User Report. This report provides details of users who have submitted SmartIssues to the system.

Unlike Advanced Reports, Default Reports provide preconfigured information. Based on customer requests, the Default Reports have been formatted to include statistics that include the most frequently asked questions about user interaction with the system.

For detailed explanations of the five reports available at the Default Reports site and instructions for maximizing their use, see Default Reports (Default_Reports.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Drivers and Services Management

The following categories provide strategies for managing driver protection:

Out-of-the-box protection strategy. Use the drivers and services protection scheme to protect drivers. This scheme is a standard feature of the Siebel Administration Console and protects drivers and services installed on a machine. The DNA created from this protection scheme is used to repair drivers and services on customer systems. This is the simplest strategy to implement.
Custom protection strategy. Use the Administration Console to create custom protection schemes that protect individual drivers on a machine. The utility program generates a list of files referenced in a driver's *.inf file. This list of files is then used to create a custom protection scheme to protect the individual driver. The DNA created from this custom scheme is used to repair the driver on customer systems. This technique is more flexible when repairing driver problems, but takes more initial setup time.
Custom SupportAction strategy. Use SupportActions to manage driver versions and known driver conflicts. Its advantage is it provides a means to test for driver versions, reinstall drivers, and update drivers. It also leverages future OS supported signed driver installation techniques. This strategy is also very flexible when repairing problems, but requires SupportAction development time.

For more information on managing drivers and services, see Managing Drivers and Services (Drv_Srv.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Diagnostic Information Definition Extension

Support providers can extend the Automated Diagnostic definition by capturing information unique to the supported applications and environments and the type of support services they provide.

For more information on extending the diagnostic definition, see Extensible SmartIssues (Exten_SI.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Healing Console Installation and Configuration

There are many ways to deploy the Healing Console to support analysts. The method you choose depends on the requirements of your organization. The methods are:

From the Siebel CD-ROM. This is used to deploy the standard Healing Console to a small number of support analysts.
Without the Siebel CD-ROM using a script / batch file. This method is used to deploy the Healing Console to a large number of support analysts with a modified program shortcut.
Without the Siebel CD-ROM using a custom administration console job. This method is used to deploy the Healing Console to a large number of support analysts with a modified program shortcut.
Without the Siebel CD-ROM using a custom SupportAction. This method is used to deploy the Healing Console to a large number of support analysts with a modified program shortcut.

After installation, the Healing Console functions are configured using the Administration Console, the configuration file, and launch control parameters. For more information on installing and configuring the Healing Console, see Installing and Configuring the Healing Console (HC_Config.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

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