Site Environmental Profile Attachment Help - CA Technologies
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Site Environmental Profile Attachment Help

Introduction
Site Environment Profiles
CA Support Online Site Environment Profile File Attachment Management
   Managing Site Environment Profile File Attachments via the Secure File Transfer Client
      Launching the Secure File Transfer Client
      About the Secure file transfer client
      About the Non-JRE Version of the Secure File Transfer Client
      Resizing the Panes
      Hiding the Panes
      Hiding the Transfer Queue and Transfer Details
      Browsing My Computer and the Secure Transport Server File Systems
      Uploading File(s) Using the Full Feature Client
      Downloading File(s)
      Pausing a File Transfer
      Reordering the Transfer Queue
      Resuming File Transfer
      Cancelling a File Transfer
      Refreshing Local and the Secure Transport Server
      Removing Items from the Transfer Queue
      Deleting a File
   Linking a Site Environment File Attachment to a Site Profile
   Removing a Linked Site Environment File Attachment from a Site Profile
   Viewing Site Profiles and the linked File Attachments to the Site Profile
      From the Site Profiles Tab
      From the Site Profiles Attachment Tab
      Sorting a Site Environment File Attachment
FAQ

 Introduction

This document introduces the CA Support Online Secure File Transfer and Secure File Storage (SFTS) processes for site environment profile attachments. The document explains how to manage environment profile file attachments using the CA Support Online File transfer client.

 

 Site Environment Profiles

As an add-on to the Site Environmental Profiles, CA Support Online now allows for inclusion of Site Environmental Profile File Attachments. Environment File Attachments can be uploaded, stored, and linked to a specific Site Environment Profile(s). Since a Profile represents the environment for a specific product or system in textual format, the inclusion of a file attachment will complete the environment overview by providing additional details not captured in the profile textual categories. Attachments can be inclusive of architectures, system flows, environmental considerations, etc. Just about anything that would help CA Technicians in understanding your sites environment which will help resolve any case the profile is attached to.

 

 CA Support Online Site Environment Profile File Attachment Management

CA Support Online now uses the Secure File Transfer web clients to upload site environment profile attachments and case attachments. The Site Profile Attachments tab is displayed in Figure 1.

Figure 1. SFTS Site Environment Profile - Site Profile Attachments
Figure 1

 

 Managing Site Environment Profile File Attachments via the Secure File Transfer Client

 

 Launching the Secure File Transfer Client

In order to transfer files from your local machine to site_ep_attachments folder (i.e. upload), you need to launch one of the secure file transfer clients from CA Support Online as shown above.

Clicking "File Transfer Using the Thin Client" brings up the Non-JRE (Java Runtime Environment) shown in Figure 2.

Figure 2. Thin Secure File Transfer Client
Figure 2

 

 About the Non-JRE Version of the Secure File Transfer Client

The thin (Non-JRE) secure file transfer client provides a limited functionality version of the full-feature secure file transfer client. When you do not have the correct Java Runtime Environment (JRE) or any JRE installed that is required for the full feature client, the thin (Non-JRE) client will be run.

NOTES:

  • Most actions in the non-JRE version of the secure file transfer client can only be performed on one file at a time, such as View as Plain Text, View as HTML, Upload File, or Download.
  • KNOWN ISSUE: When transferring files greater than 2GB with Internet Explorer, users will experience Page cannot be displayed. This is a limitation of the browser. Workaround is to use a different browser or a third party file transfer client.

The full-feature client can be used for large files (over 2GB). It requires that you have the Java Runtime Environment (JRE) 1.5 or higher installed. If you launch the full feature client and do not have JRE installed or have lower than version 1.5, the client will not load and instead the thin client will be launched.

 

 About the Secure file transfer client

Figure 3 is a picture of the full-feature client that will open in a new browser window when you select "File Transfer Using the Full Feature Client".

Figure 3. Full-Feature Secure File Transfer Client
Figure 3

 

 Resizing the Panes

You can resize the different panes. Click the vertical bar that separates the local and remote sites and drag it right or left. Click the horizontal bar that separates the panes from the Transfer Queue and drag it down or up to make the panes longer or shorter.

NOTES:

When using the non-JRE version of the Secure File Transfer client, you can resize the local and remote panes only using the horizontal bar.

 

 Hiding the Panes

Double-click the vertical bar that separates the local and Secure Transport Server panes to hide the local site.

Double-click the horizontal bar that separates the panes from the Transfer Queue to hide both the local pane and the Secure File Server pane.

NOTES:

When using the non-JRE version of the secure File Transfer Client, you can hide the local and Secure Transport Server panes only using the horizontal bar.

 

 Hiding the Transfer Queue and Transfer Details

The Transfer Queue and the Transfer Details are hidden by clicking the title bar. Either or both panes can be hidden.

 

 Browsing My Computer and the Secure Transport Server File Systems

The local and Secure Transport Server file system is displayed using a hierarchical tree which shows level by level the contents of the folders. When your mouse is over a file or folder, the respective branch in the tree is highlighted. To open or close a folder, double-click the folder or click the gray triangle.

The files and folders can be ordered by name, file size, or modification date by clicking the column name. The columns are resized by moving the cursor between the borders of the columns until a double-headed arrow displays, then click and drag to resize the column.

 

  Uploading File(s) Using the Full Feature Client

  1. Click the File Transfer Using the Full Feature Client link from the Site Profile Attachments tab under Site Environment Profile in CA Support Online, shown in Figure 4.

    Figure 4. Selecting the Full Feature client.
    Figure 4

  2. When the user selects the full feature client, it will open as in Figure 5.

    Figure 5. Full-Feature Secure File Transfer client
    Figure 5

  3. Locate the file on your local machine by navigating the My Computer pane on the left hand side.

  4. Select the file(s) and drag it to Secure Transport Server folder. To select multiple files, press Ctrl or Shift while selecting the files.

  5. Once the file is dropped, the transfer will commence.

  6. The Transfer Queue will be populated with the details of the file and the file will be visible in the Secure Transport Server pane (if you select Refresh).

  7. Once the transfer is complete, you will see the status change to Finished, see highlighted area in Figure 6.

    Figure 6. Highlighted Finished status in Secure File transfer client
    Figure 6

 

 Downloading File(s)

NOTES:

If you are using the non-JRE version of the secure file transfer client, you can only download one file at a time.

  1. Follow the instructions for upload until you can view the client and the files that you want to download are visible in the Secure Transport Server pane. This example will download the file called env profile number 1.txt from the Secure Transport Server folder, see Figure 7.

    Figure 7. Downloading Environment Profile File Attachments using the Secure File Ttransfer client
    Figure 7

  2. Locate the file on your secure file server machine Secure Transport Server pane on the right hand side, by navigating to it.

  3. Select the file you want to download, and simply drag it to the appropriate folder in your My Computer pane. Once the green arrow appears over the folder you want to transfer the file to, simply drop the file and the transfer will initiate. See Figure 8.

    Figure 8. Downloading an environment profile file attachment
    Figure 8

  4. After the transfer is complete, you will see the status changed to Finished and you will note the direction of the transfer by the arrow direction in the Transfer Queue. See Figure 9.

    Figure 9. Completed Environment Profile Attachment
    Figure 9

 

 Pausing a File Transfer

  1. From the Transfer Queue, select an active transfer.
  2. Select Pause.

 

 Reordering the Transfer Queue

  1. Pause each active file transfer.
  2. Select one or more items and use the mouse to drag them up or down in the Transfer Queue.
  3. Select all the items in the queue and click Resume. The file transfers are resumed with the new priority order.

 

 Resuming File Transfer

  1. Select one or more paused transfers from the Transfer Queue. To select multiple files, press Ctrl or Shift while selecting the files.
  2. Click the Resume button.

The progress bar is active again and the file transfers are resumed.

 

 Cancelling a File Transfer

  1. Select an active transfer from the Transfer Queue.
  2. Click the Cancel button.

The item is removed from the Transfer Queue and the file transfer is cancelled.

 

 Refreshing Local and the Secure Transport Server

To refresh a site, click Refresh or right-click in the local or remote site and select Refresh from the menu.

 

 Removing Items from the Transfer Queue

NOTES:

The non-JRE version of the secure file transfer client does not have a transfer queue.

  1. Select one or more finished transfers from the Transfer Queue. To select multiple files, press Ctrl or Shift while selecting the files.
  2. Click Cancel.

The items are removed from the Transfer Queue.

 

 Deleting a File

You can delete a file from either your local machine or from the Secure Transport Server depending on your permissions.

To delete a file:

  1. Select one or more files from the local or remote site. To select multiple files, press Ctrl or Shift while selecting the files.
  2. Click Delete or right-click the selected files and select Delete.

 

 Linking a Site Environment File Attachment to a Site Profile

Linking a Site Environment File Attachment to a Site Profile is the most important step in managing your Site Profiles. In addition to the textual Site Profile information that is attached to a case when you open it, file attachments linked to the Site Profile will provide CA Support Technicians an additional view of your environment to help them resolve your issue faster and more efficiently. To Link a Site Environment File attachment to a Site Profile select one file attachment in the Site Attachment tab and then select Manage Associations. A new window will open up, at the top will be the file name you chose to link to one or more profiles. Below the heading will be all your Site Environment Textual profiles. You now can select one or more Site Profiles by checking the select box and when completed hit Save Associations at the bottom of the page. One File attachment can be linked to one or more Site Profiles. A Site Profile can have one or more Files Attachments linked to it.

 

 Removing a Linked Site Environment File Attachment from a Site Profile

The process to remove a Linked Site Environment File Attachment from a Site Profile is the same as linking a Site Environment File attachment to a Site Profile. When you display the file attachment association to a profile you would just de-select the Site Profile that you want to remove the file attachment link to.

 

 Viewing Site Profiles and the linked File Attachments to the Site Profile

Once you have uploaded your Site Environment File attachments and linked one or more attachments to one or more Site Profiles you can view the associations in one of 2 ways:

 

 From the Site Profiles Tab

To view what files are attached to a Site Profile choose the Site Profiles tab and select a Site Profile. Once selected you will have two tabs presented to you. The Site Profile Details tab will contain the textual site profile categories. The View Attachments Tab will contain any Site File attachments linked to the Site Profile your viewing. To exit this function and return back to the listing of Site Profiles, hit the Back button on the Site Profile Details tab.

 

 From the Site Profiles Attachment Tab

To view what Site Profiles a Site File Attachment is linked to, choose Site Profiles Attachment Tab, select a file attachment and click on the Manage Associations link. You are presented with a list of the Site Profiles that the file is linked to.

 

 Sorting a Site Environment File Attachment

In the Site Environment Attachment tab you will have 4 sorting options - File Name, Added By, Added Date or Description. The default sort is by File Name in Descending sequence. If you want to sort by any of the other options, choose the sort option in the pull down, choose Ascending or Descending and then hit Go.

 

 FAQ

  1. Deleting folders within SFTP may delete files and folders
    When a user issues a delete command (example from WinSCP), the tool will attempt to delete all sub-folders and files. The tool will successfully delete any sub-folders and files if the user has permission to do so.

  2. Uploading/Downloading a file to destinations where that filename exists using the Secure file transfer client will overwrite the existing file
    When either uploading or downloading a file to a destination folder where a file with the same name already exists, the Secure file transfer client will automatically overwrite the existing file.

  3. Local Hash and Remote Hash Statuses in the Secure file transfer client
    Hashing is an industry-wide computing technique that describes the ability to produce a unique fingerprint of a file or partial file. This is used by the Secure file transfer client to understand whether a file has been partially transferred previously.

  4. Permission validation is performed after file has been 'seemingly' transferred
    When a user selects a file to transfer using the Secure file transfer client, the secure file transfer client will go through the process of initiating the transfer. This will be visually reflected with a status bar in the Transfer Queue. Once the status bar reaches 100%, the secure file transfer client will perform a security check and validate the user's access rights. If the user does not have the correct access rights, the secure file transfer client will issue a status of Error.

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