Siebel Employee Relationship Management Administration Guide > Setting Up Siebel HelpDesk >

Automated Desktop Support and Diagnostics

Siebel Automated Desktop Support and Diagnostics products can be configured to work in environments that include proxy servers, firewalls, NATs, or other type of Internet security.

For more information, see Support.com Technical Reports (npconnect.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Nexus Server

The Siebel Support Automation Nexus Server is an optional component that facilitates socket-level communication between two computers in which one, or both, reside behind a firewall, Network Address Translation (NAT) router, or other type of Internet security mechanism. The Nexus server facilitates secure two-way communication and file access between systems behind a firewall and their other users that can be located behind a different firewall. In a typical enterprise deployment of the Siebel Nexus, support analysts connect to the Siebel Agent on a customer's system using a secure socket connection over direct IP. However, when a support analyst needs to connect to an end user deployed on an extranet or over the Internet, a direct IP connection may be unavailable because of firewall security issues. In this example, both the Healing Agent on the customer's system and the support analyst using the can communicate with each other through the Siebel Nexus.

For more information on using Siebel Nexus, see Nexus Settings and Configuration (Inside_Nexus.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Nexus Registration

For information on registering a Nexus server, see Nexus Registration (Nexusreg.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Vault Setup

Each Siebel Automated Solutions Server should use the default vault located in the \backup directory below the server root as its read/write vault.

This vault includes the user customizations and specific changes. Over time, it may be necessary to add additional vaults to each server. The additional vaults may be located on the same or separate machines.

For more information on setting up additional vaults, see Inside the Vault (Inside_Vault.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.

Support Automation MTS Package Setup

If you experience MTS errors, consider recreating the Support Automation MTS Package.

For more information on setting up or recreating MTS packages, see Troubleshooting Installation, Recreating MTS Package (MTS_Trouble.pdf) in the SupportSoft documentation in the third-party documentation section of the Siebel eBusiness Third-Party Bookshelf.


 Siebel Employee Relationship Management Administration Guide 
 Published: 18 April 2003