IIPS Spring 2015
One Insert
Team with
One Voice…
Serving 58
Header
Info Here
A Accountability
I
C Collaboration
S Service
Integrity
What is the CIS Service Desk
The NCCCS Service Desk is a 3-Tiered support resource for
staff at North Carolina’s 58 community colleges and
System Office in support of the College Information
System (CIS Template) and associated initiatives.
System Office Service Desk HDT Support
Tier 1
Tier 2
Tier 3
CIS Help Desk (95%)
College User Support Team
Internal and External SMEs (30%)
Systems Team
Analysts (30%)
Application
Development
Teams (20%)
How Do I Initiate a Request for Support?
Tier 1: CIS Help Desk-Initial Point of Contact
By email: cishelpdesk@nccommunitycolleges.edu
By phone: 919-807-7048
Please leave a message if routed to voicemail
Tier 1 will open a Help Desk Ticket (HDT) for each email or
phone request received.
Who should contact the CIS Help Desk?
Do I need to contact my local IT staff before calling the CIS Help
Desk?
Yes, when:
 It is the policy at your college.
 The problem involves connectivity.
 The problem involves access/security.
The System Office doesn’t require that ticket requests come
from IT, but prefer that they at least made aware in case the
incident is related to a local problem or in the event the
System Office needs input/assistance from local IT staff.
What Information is needed to open a HDT?
Our ticket tracking system requires some general
information to submit the HDT.
 Contact Name
 Contact’s Telephone Number
 Contact’s Email Address
 College Name
 Impacted Environment (Test, Production)
 Description of the problem
What Information is needed to open a HDT?
DETAILS, DETAILS, DETAILS!!
We need a clear and complete description of your
problem. If we don’t understand the problem, we can’t
resolve the problem.
 Include all mnemonics involved
 Exact error messages; when error occurred (at entry,
when attempting to save, etc.)
 Expected vs. actual results
What Information is needed to open a HDT?
DETAILS, DETAILS, DETAILS!!
 Screen shots (don’t forget to cleanse of PII)
 Have you ever successfully completed the task in
question? If so, when was the last time? Has anything
changed since then?
 Exact steps you executed-so we can attempt to
duplicate
 Priority/Business Impact
What happens after I contact the CIS Help Desk?
Ongoing Steps
 Notes/Reports/Screenshots documenting the incident
are attached to the HDT
 Research efforts/findings are noted in the HDT
 All communications between the college and SO are
added to the HDT
 May utilize web conferencing sessions to work with you
(Tier 2 and Tier 3)
 If no resolution is found, the HDT is escalated to the
next support tier
What happens after I contact the CIS Help Desk?
Final Steps
 Once a resolution is determined, resolution information
is added and the HDT is closed
 If the college resolves their own problem, their
resolution (if provided) is added and the HDT is closed.
 College verification that the ticket can be closed is
added
Research/Troubleshooting Resources
Documentation
Knowledge Base
Colleagues
CIS Documentation &
Training Materials
Serena Business
Manager (SBM)
CC Lists for System
Administrators and
Application Areas
2 logins per college
Ellucian
Documentation and
Release Highlights
Tech Doc Online
Ellucian Support
Center
Articles, Change
Requests, Ideas
Ellucian Forums
eCommunities
(coming soon)
CIS Timeline
1
Remember when
Colleague was this.
2
And now it is this.
3
“Tomorrow” it will
be THIS!
It’s not working
A
B
A
B
Server messages.
Log file messages.
Routine error/data reports.
This is that something
doesn’t feel/look right stage.
What your Students see.
What your Employees see.
What the Web is displaying.
Missing Data, Incorrect Data.
C
C
D
D
Where is it?
Multiple Servers
Multiple Software Packages
Network
Internal/External
Root Cause
How Can We
Help?
• Staff Shortages – Colleges and SO
• Doing More With Less
• Document Document Document
• Help Us Help You
WebAdvisor
-
Garbage Collection
Authentication (logins)
System Error Detected – Contact your System Admin
Timeouts
Missing Menu items
WebAdvisor
Garbage Collection
WAGC – Is it Running? Are you Sure?
The Garbage Collection process is made up of many files.
A cleaning must occur on a routine basis for processing in UI,
Self-Service and WebAdvisor to function properly.
What are the last date and time the process ran?
WebAdvisor
Garbage Collection
Run maintenance Utilities on a routine basis
1. Quiet System – WAFM (WebAdvisor File Maintenance)
2. WAGM – Can be run with users on the system but double check
your date. Use the Before Date – Earlier than today’s date.
WebAdvisor
Garbage Collection
WWW.TOKENS – Is the major file involved.
– How many records? Is it growing/shrinking
– WWW.TOKENS will grow between your WAGC ‘Seconds Between
Iterations’ setting and should decrease after each iteration.
• COUNT WWW.TOKENS from the : prompt
• Simple Informer report
– Fields that can be helpful:
WWWT.LAST.ACCESS.DATE WWWT.LAST.ACCESS.TIME WWWT.USERID
WWWT.PROCESS
WWWT.PERSON.ID
WWWT.SERVLETS.ID
WWWT.CURRENT.APPLICATION
– Grouping on WWWT.SERVLETS.ID – Tokens will be present for UI, WebAdvisor and
Self-Service.
– Search For Sections
• This is affected by WAGC not running & is usually the first sign
something is amiss.
WebAdvisor
Authentication
Sometimes it is the easiest things…
How do you authenticate into WebAdvisor?
• Registry
• AD – Active Directory
• Portal
WebAdvisor
Authentication
Registry Authentication
When you know the username and password are correct the
WebAdvisor Listener may be to blame.
Try a soft-bounce of the listeners. From the : prompt
–
UT.BOUNCE.APP.LISTENER ALL
What happens: Ellucian Support Document 55021.48
That command will send a signal to the environment's default DMI APP
listener … causing it to close any idle UniObject connections, and to
flag any active connections for closure once they have completed any
active transaction and sent back its response.
The notion of the 'soft' bounce is that it can be used in an active
production environment with zero loss in processing or availability,
even if the system is under load.
WebAdvisor
Authentication
Registry Authentication
When the soft-bounce doesn’t work you are left trying a hardbounce of the WebAdvisor listener.
In SAValet:
1. Right-click on the WebAdvisor Listener
2. Choose Stop Listener
3. Right-click on the WebAdvisor Listener again
4. Choose Start Listener
This method forces the listener processes down. Any active user
will lose their connection. Use this method when all else fails.
WebAdvisor
Authentication
Active Directory Authentication
When you know the username and password are
correct and you are using AD, the connection between
Colleague and AD may be down.
From Ellucian’s Implementing LDAP Integration
WebAdvisor
Authentication
Portal
Portal Colleges, how do you handle this?
WebAdvisor
System Error
Detected
System Error Detected – Contact your System Admin
But I am the System Admin!
The start order is important:
1. Listeners
2. Tomcat
3. Apache
4. Browser Cache
It can also be helpful to use IE, FF, Chrome at the same time to
eliminate browser caching problems. Remember, a UI session is a
browser session.
- Updates to deployment area – re deploy
- Windows server – Disable auto win patch update / Java
Updates. Schedule windows and java updates.
WebAdvisor
Timeouts
There are many different places to set the timeout period
for your WebAdvisor users.
The simplest place is on the UT>SOD Web Operator
Equivalents record. This setting overrides all others.
Update the SOD records:
• WEB Employees
• WEB Students
• WEB Guest – Recommend a smaller timeout for Guest
WebAdvisor
Missing Menu Items
Do WebAdvisor Links not appear/disappear after changing
security via SCD?
Try Running WMCM* for
UT and the Application you
updated in SCD.
Leave all fields blank and
Save/Update.
*This can be done with users on the system.
Other Items
- FA~Link
- Informer
- UI
- UniData – WUFA & WUIA
- Solaris
Thank You
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