Configuring an existing system
To configure and update an existing system properties:
Applies to: On Premise Installations, before ASM Kratos.
Using Server Console, select the system you want to configure, then select Properties in the right-hand Actions panel.
Alternatively, right-click the system, then select Properties in the shortcut menu.
The System Properties window appears, with a selection of tabs relating to different system settings.
Make your changes:
For system settings, see Configuring general ASM System settings.
For database settings, see Configuring the database connection.
For general ASM-related server settings, see Configuring general server settings.
For diagnostics settings, see Configuring diagnostics.
For virus checker settings, see Enabling a virus check.
Select OK to save your changes and exit the System Properties window.
Exit Server Console.
A confirmation box appears.
Select Yes to save your settings and exit Server Console.
The application server cache automatically clears and refreshes. This may cause some slight performance delays.
You must restart the polling and IIS services for changes to the System Properties window to take effect.
Configuring general ASM System settings
On the System Properties General tab, you can change the following information:
System Name
Type a name for the system. Each system name must begin with an alphabetic letter. By default, the first system name is System1.
You can use the following in the system name: alphanumeric characters, spaces, commas, semi-colons and apostrophes. You cannot use double quotes.
System Path
Browse to where you want to store the system and its sub-folders. By default, the system directory name is the same as the system name. If required, you can edit it. Use ASCII characters for the system directory name.
You can specify a path that does not yet exist.
Default Self Service Portal
Select the checkbox to set this system as the default on the server. Self Service Portal will access the default system.
Select Apply to save your changes.
Configuring the database connection
On the System Properties Database tab, you can configure the following database settings:
DB Server Type the name of the SQL server that contains the database. DB Name
Type the database name.
DB Login ID
If you are not using Windows Authentication, type the database Login ID. The default Login ID is sa.
This is the login for the database, not for Alemba Service Manager™.
DB Password
If you are not using Windows Authentication, type the database password.
DB NT Auth
Select the checkbox to authenticate the database login against the user's network login. Administrators logging into the database must use Windows Authentication details (i.e. the network login and password).
DB SSL
Select the checkbox to enable SSL encrypted communication between the ASM System and the database. Ensure that SSL is configured on the selected SQL Server.
We highly recommend that you discuss enabling SSL with your Account Manager before using this option.
Encrypt in Registry
This checkbox is selected by default. It offers additional database security by encrypting the database login ID, password and connection string when these are stored in the registry.
This option encrypts the database password only, not the password for any Alemba Service Manager™ person record login IDs.
Select the License tab to change your license details.
If required, you can load the license key from a Server Manager License File (*.lic). Select Load From File to browse to the file and Open it.
Licenses control the number of analysts that can access the system. Contact your Alemba® Account Manager to increase the number of analysts on your licence.
Select Decode to view what your license provides.
Select the Website tab to configure the system virtual directory and MMA settings.
You may need to create a new virtual directory. For more information, see Configuring an existing system.
Ensure that your virtual directory is configured correctly, otherwise you will have difficulties running and upgrading your system, and using Chat. This is particularly important if you have multiple systems.
By default, the MMA URL points to the current server, using the following format: http://machinename/Virtual Directory/Core.aspx.
If you are using a qualified domain name for the Self Service Portal, specify the qualified domain name in the MMA URL field. This way, all the pages on the Self Service Portal will use the qualified domain name, rather than the name of the server/virtual directory.
When you create a new virtual directory, the Chat Virtual Directory field automatically populates with a path that exists within the selected virtual directory. We highly recommend that you use this default setting.
Select Apply to save your changes.
Configuring general server settings
On the System Properties Settings tab, you can change the following server settings:
Session Time Out
If required, adjust the idle time limit for an Alemba Service Manager™ client browser session before the connection with the server times out. The default setting is 120 minutes. There is no maximum time limit.
The system timeout applies to both named and concurrent analysts who are logged into the system and idle. Named analysts are included in system timeouts so that lost sessions are not held open, leaving calls in a locked state.
We do not recommend that you disable the session time out by setting the time to zero. Disabling the session time out may lead to calls that are left open for an extended period of time, and may lead to performance issues.
If you have configured license corrals, use ASM System Administration to specify a particular session timeout for each license corral.
Self Service Portal Session Time Out
If required, adjust the idle time limit for a Self Service Portal session. The default setting is 120 minutes. There is no maximum time limit.
Server Date Format
If required, adjust the default date format used by underlying ASM processes, such as the email polling service. This default does not affect how dates are displayed within the application, where the date format is displayed according to an analyst's browser settings.
The default date format is dd/MM/yyyy HH:mm. You can format the date and time as follows:
Currency Symbol
If required, adjust the default currency symbol.
Self Service Portal Security Cookie
Select the check box to enable a security check that prevents users from accessing another user’s browser session. If this check box is selected and a user attempts to access another session by copying the URL for that session to a different browser, the following error message appears: Invalid Security Cookie.
Select Apply to save your changes.
Configuring diagnostics
If you select the check boxes on this tab, the relevant information is stored in the database. If you clear the check boxes, the information is not recorded.
On the System Properties Diagnostics tab, you can configure the following settings to help you troubleshoot issues that may arise:
| Trace to Debug | Select the check box to enable diagnostics for this system. |
|---|---|
Trace Application | Select the check box to trace all the actions performed by analysts in ASM Core. If selected, application trace information for this system is sent to DBWin32 (or DBGView). |
Trace Polling | Select the check box to trace all the polling information for this system. If selected, polling trace information for this system is sent to DBWin32 (or DBGView). |
Trace Server Admin | Select the check box to trace all the actions that a system administrator performs on the ASM System using Server Console . |
Query Tracing | Select the check box to capture and save data about each query that is run in the system, including:
If selected, the information is logged in the database trace table. Query Tracing also logs slow running queries as well as logging a warning to the Windows Events log and a row is added to the trace table. |
If required, select Extract & Clear to extract all of the record queries into an XML file and place the file into the System/Diagnostics directory.
Everything is then deleted from the trace table.
Extracting data from the table into XML format can be slow.
If required, select Clear Trace to delete everything from the trace table.
Select Apply to save your changes.
Enabling a virus check
Alemba Service Manager™ can interface with a third-party virus checking application in order to scan uploaded files.
If you define a virus checker in the Server Console, the following will occur whenever someone uploads a file in Alemba Service Manager™:
The file is copied into a temporary location.
The specified virus checker application runs against the uploaded file.
Alemba® assumes that if the virus checker finds a virus, it will remove the virus if it is capable of doing so, and will delete any file with an unknown or irremovable virus.
If ASM finds the file in the temporary location, it will assume the file is clean.
If ASM cannot find the file in the temporary location, it will assume the file was infected and deleted.
To enable a virus checker:
On the System Properties Virus Check tab, you can configure the following:
| Enabled | Select the check box to turn on virus checking and enable the other fields on this tab. |
|---|---|
Application/Script File | Select Browse, then locate and select the virus checking application file. Select Open to insert the path and application into the field. |
Command Line Arguments | If required, type any parameters you need to pass to the virus checking application. Check your virus checker documentation for more information on required command line parameters. ASM will run the virus checker in the following order: [Virus checker path] [target file] [command line parameters] |
Select Test to test the virus checking functionality.
The ASM Server Console attempts to create the virus checking directory and run the specified application.
Select Apply to save your changes.