- About Us
Service agents often do not have access to the internet and this may prevent TEAMATE from uploading session logs to TEAMS-RDS server at the end of a troubleshooting session. To work around this problem, TEAMATE can be configured to automatically email sessions logs at the end of a troubleshooting session using the user’s Microsoft Outlook email application. The logs are then queued as emails in the Outbox and email to TEAMS-RDS when Outlook has connection to the email server.
NOTE 1: Service Agents must have Microsoft outlook installed and configured for outgoing email for this solution to work.
NOTE 2: System Administrator will need to setup and configure an email account accessible via IMAP. TEAMS-RDS will monitor this email address for emails with a specific subject line. Outgoing email for TEAMATE needs to be configured for this email address and subject line.
In the TEAMS-RDS server, edit %RDS_HOME%\conf\mail.Properties to set the email protocols (IMAP, POP, IMAPS, POPS), subject line, authentication information and 15 minute polling interval. See the changes highlighted in green text below:
<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true --> <entry key="service.teamate.mail.logs.enable">true</entry> <!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs --> <entry key="service.teamate.outlook.email.to"><![CDATA[email@example.com]]></entry> <!-- Subject line for TEAMATE session logs email --> <entry key="service.teamate.mail.subject">TEAMATE session log</entry> <entry key="service.teamate.mail.body">TEAMATE session log file attached</entry> <!-- Session log attachment has to have this file extension for the log to be consolidated. Delete this line to allow any file extension--> <entry key="service.teamate.mail.file_extension">zip</entry> <!-- How often to check for email --> <entry key="service.teamate.mail.cronexpression">0 0/15 * * * ?</entry>
For production customers, QSI may configure custom installers pre-configured with email address and subject line for email synchronization. To manually configure TEAMATE for email synchronization edit the “%RDS_HOME%\conf\rdsProperties.xml” and make the changes highlighted in green text below:
<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true--> <entry key="service.teamate.mail.logs.enable">true</entry> <!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs --> <entry key="service.teamate.outlook.email.to"><![CDATA[firstname.lastname@example.org]]></entry> <entry key="service.teamate.mail.subject">TEAMATE session log</entry> <entry key="teamate.outlook.email.on_end_session">true</entry> <!-- email session log when suspending a session --> <entry key="teamate.outlook.email.on_suspend_session">true</entry>
Different Development and Production versions of TEAMS-RDS allow different number of concurrent sessions. Each Guided Troubleshooting or Telediagnosis connection counts as one session. The restrictions are enforced by the licensing module based on the product key as the software for all configurations of TEAMS-RDS are otherwise identical.
Please note that TEAMATE, being a portable guided troubleshooting solution meant to be deployed on laptops is for non-networked sessions and should not be used as server.
QSI provides SQL scripts to create a database called ‘RDS’ with all the required tables. It is highly recommended the default usernames and passwords be modified by editing the scripts prior to creating the RDS database. For security reasons, we are only listing the default accounts, but not the default passwords, which can easily be read and altered in the SQL scripts.
Default Database User Accounts:
|qsi||User to administer the TEAMS-RDS database|
|rds||User to connect to the database from TEAMS-Designer and TEAMS-RDS as it has limited privileges.|
Default TEAMS-RDS accounts and Roles
|TEAMS-RDS Username||TEAMS-RDS Primary Role|
|Christy||Call Center Agent|
|Chris||Call Center Agent Plus|
QSI’s Master Agreement for Software License and Support can be downloaded by clicking on this link here. The link is also accessible from the footer or every page in the QSI website.
TEAMS-RDS uses the Database for persistent storage of information such as models, session logs, and user information.
The file system is used to accelerate the performance (e.g., models are retrieved from database and saved in %RDS_BASE%\models for access by the reasoner and search indices are compiled and saved in %RDS_BASE%\search). The contents of these directories can be recreated from the database on startup, and are refreshed whenever the information in the database changes. However, no changes in these directories are ever pushed back to the database.
We recommend the following settings for JVM when used with Apache Tomcat
-Drds.home=%RDS_HOME% -Drds.base=%RDS_BASE% -Djava.library.path=%RDS_HOME%\bin -Djna.library.path=%RDS_HOME%\bin
We recommend a three prong backup strategy:
Customer deactivation and reactivation of licenses are supported for Windows versions of software for TEAMS version 12.1.3 (released April 2014) and later, provided the original software was activated online. Simply deactivate the license from the pull down menu in the original computer, uninstall the software, and install and reactivate the original license on the new computer.
All others need to contact QSI support and pay a per-incident support fee ($500 for up to 5 licenses). Specifically, if your license was activated over phone or if you software is older than 12.1.3, you need to obtain a deactivation code (to free up the license from the old computer), and a new license code for the new computer.
In addition, if the original computer is no longer available for deactivation, you must submit a formal request on a company letterhead signed by an officer of the company for issue of a new license without the necessary deactivation. (See My hard drive crashed or I re-installed my OS. How can I get a new license? for more information.)
We strongly encourage our customers to maintain current software support (ME&S), as this covers such license transfers and provides updates and upgrades to newer versions of the software.
Instead of using its own database to authenticate users, TEAMS-RDS can be configured to connect to a corporate active directory server to authenticate and authorize users.
NOTE – Active Directory support is available only on TEAMS-RDS version 12.x and later.
There are two ways of configuring TEAMS-RDS to support active directory authentication, depending on the version of TEAMS-RDS, or where TEAMS-RDS is installed:
The user roles are obtained from the active directory “memberOf” attribute. These roles are unlikely to match the user roles expected by TEAMS-RDS. To map the Active Directory user roles to TEAMS-RDS roles, edit. The general format is:
For example, assume that we want to grant users who are members of “Technical Support Staff” and “Field Engineer” the TEAMS-RDS role of “Field Technician”:
Now, when a user who is a member of “Technical Support Staff” or “Field Engineer” logs into TEAMS-RDS, he will have the privileges of a Field Technician.
All the available TEAMS-RDS roles are specified in; edit the file to map TEAMS-RDS roles to the active directory attribute(s) for users.
NOTE – The following feature is not available on TEAMATE version prior to 14.0.
TEAMATE is already configured to use Windows authentication AND to automatically log the user in. The configuration specified inas described above is not applicable for TEAMATE.
Since TEAMATE mainly operates in offline mode, it will use the user information that is cached by Windows.
When connecting to TEAMS-RDS for model/log synchronization via HTTP, the user will need to enter his Windows credential to log in to TEAMS-RDS to synchronize, even if TEAMS-RDS has been configured for “single sign-on”.
NOTE – If TEAMATE displays the Windows Security logon prompt, instead of automatically logging in the user, then the site http://127.0.0.1 needs to be added to the “Local intranet” site: