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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>
Users with role ‘SystemAdmin’ (admin) can enable the extracted models license via Synchronization Options -> Model Update Configuration. There a soft and hard expiration date can be configured. Upon subsequent model sync’s in TEAMATE, the license is downloaded and cached. When the soft expiration is reached, it notifies the user to re-sync with TEAMS-RDS to get an updated license. Users can still perform guided troubleshooting after the soft expiration is reached. Once the hard expiration date is reached, users are locked out from guided troubleshooting until they re-sync with TEAMS-RDS (if they still have access to TEAMS-RDS).
As a disclaimer, note that, this does not replace your corporate best practices for securing the intellectual property. A determined user may still be able access the data on the disk or tamper with the clock.
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:
Typical Scenario: whenever the service agent logs onto the corporate network, a sync is initiated.
Typical scenario: Controlled/Monitored access from customer site.
Typical scenario: When TEAMATE does not have direct access to TEAMS-RDS.
Typical scenario: When TEAMATE does not have direct access to TEAMS-RDS.
By default TEAMS-RDS is not configured to send jobs or receive job logs via email. In order to enable this feature, TEAM-RDS need to be configured to use a dedicated email account. The email account may be on either an in-house email server, such as Microsoft Exchange, or on a web email service, such as Google’s Gmail. (using pop/imap or SSL pops/imaps).
There are two steps to setup TEAMS-RDS for emails:
%RDS_HOME% refers to the RDS installation directory:
To retrieve session logs via email server, TEAMS-RDS polls the email server periodically for any incoming logs via the specified protocol. Open the file in a text editor, and edit the protocol as shown in Figure 1 below, at the top of the mail.properties file. Uncomment one of the blocks (i.e., remove the character ‘#’ from the beginning of the lines) to specify the email protocol supported by the email server so that TEAMS-RDS server can retrieve emails containing session logs. Note: If more than one block is uncommented then the last block will take effect.
The default ports for POP and IMAP protocols are 995 and 993 respectively. They can vary in your organization. So please contact your IT department.
Enter the SMTP (Send Mail Message Protocol) to send jobs to field engineers using TEAMS-PackNGo and/or TEAMATE applications on their smart phones or laptops respectively. See Figure 2.
Open the rdsProperties.xml file in a text editor (may require administrative privilege), and enter the email account to be used to send job notifications to field users, and receive the session logs from the TEAMS-PackNGo and TEAMATE users as shown in Figure 3, and Figure 4 below respectively.
For PackNGo settings, search for the text ‘service.packngo.resultsemail.to’ in the rdsproperties.xml, and edit as shown in Figure 3. Users can edit the email address to use for sending the job, and the subject lines expected from PackNGo app (so that TEAMS-RDS can poll the email account and look for only those emails with that subject). The subject line should be customized for each TEAMS-RDS server in the organization so that each server can look for the email meant for that server. Users can also specify how often the email account need to be polled for session logs using the cron expression, and also specify at what milestones of the troubleshooting job, the PackNGo needs to send the session logs (for example at the job start, at job close, when job is suspended and when the job is resumed etc.,).
Similarly, to be able to send job emails to TEAMATE and receive session logs from field TEAMATEs search for the text ‘service.teamate.outlook.email.to´ in the rdsproperties.xml and edit as shown in Figure 4. Users can edit the email address, and the subject lines expected from TEAMATEs so that TEAMS-RDS can poll the email account and look for only those emails with that subject. Users can also specify how often the email account need to be polled for session logs using the cron expression, and at what milestones of the job the TEAMATE needs to send the session logs (for example at the job start, at job close, when job is suspended and when the job is resumed etc.,).
This concludes setting up the TEAMS-RDS server.
In you require further assistance, contact our support team at email@example.com.
The user will require access to a TEAMS-RDS server. Without a TEAMS-RDS server, TEAMATE will not be able to download any model to troubleshoot. The following table lists the minimum system requirements for TEAMATE.
|Operating System||Microsoft Windows 7 and later|
|Processor||2 GHz or faster processor|
|Physical Memory||4 GB of RAM|
|Disk Space||At least 10 GB of available disk space plus additional storage for model data and log files.|
|Display||1280 x 800 or better|
|Prerequisites||Java JRE (Java Runtime Environment) 8.x|
Microsoft Internet Explorer 11 or later
Microsoft Outlook (optional) *
* Required if log files are sent via e-mail.
Before a user can start troubleshooting systems, they need to configure TEAMATE’s repository locations. TEAMATE needs to know two locations, the location of the TEAMATE model files and the location to place the session logs. By default, TEAMS-RDS will store and receive TEAMATE files via HTTP(s). Follow the steps below to configure TEAMATE to connect to a TEAMS-RDS repository via HTTP(s):
Once the repositories are configured, we can start downloading the TEAMATE model files from the TEAMS-RDS server. Select “Consolidate Models“, a list of all the TEAMATE models available to you are displayed. Check all of the models you wish to download and click on “Update“. Once you have downloaded the models you may begin troubleshooting by selecting “Troubleshoot System” from the Tasks menu.
Periodically (once a day, or once a week, or any other custom user specified intervals) TEAMS-RDS server will automatically extract all the models that are mapped to systems in the “Production” state. In addition, an administrator may manually start the extraction process on demand. The extracted TEAMATE files are exported into a repository location that can be set by a TEAMS-RDS administrator. There are three ways for TEAMATE users to obtain the models from the TEAMS-RDS server and store their session logs for TEAMS-RDS to consume:
In a default installation, TEAMS-RDS serves its TEAMATE files via HTTP through the tomcat server that is installed with the installation.