SA-Expert Advisor 5.0 Archive Utility...

Copyright © 1997 by Software Artistry, Inc.

All rights reserved

Archive UtilityGuide

SA-EXPERTISE for ESM

SA-Expert Advisor 5.0

All rights to this publication are reserved. No part of this manual may be reproduced or transmitted in any formor by any means, electronic or mechanical, including photocopying and recording, for any purpose other than thepurchaser’s personal use without the written permission of Software Artistry, Inc.

SA-Expert Advisor, SA-EXPERTISE, and SA-Expert Distributed Data Manager are trademarks of SoftwareArtistry, Inc.

Microsoft, Windows, Windows 95, Microsoft Exchange, and Microsoft Mail are registered trademarks ofMicrosoft Corp.

Adobe Acrobat Reader is a trademark of Adobe Systems, Inc.

Novell and GroupWise are trademarks of Novell, Inc.

cc:Mail and NotesMail are trademarks of IBM/Lotus Development.

Q+E is a trademark of Intersolv, Inc.

Crystal Reports is a registered trademark of Seagate Software, Inc.

IBM,OS/2, and DB2 are registered trademarks of International Business Machines Corp.

Oracle, Oracle 7, SQL*DBA, SQL*Net, and SQL*Plus are trademarks of Oracle Corp.

SQLBase, SQLTalk, and SQLRouter are trademarks of Gupta Technologies, Inc.

SYBASE, Transact-SQL, and DB-Library are trademarks of Sybase, Inc.

Any other products mentioned in this document are trademarks of their respective companies.

Part Number: SAI-E103197EA50-06

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . 7Purpose of this Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

What this book contains . . . . . . . . . . . . . . . . . . . . . . . . . . . 8What you will be able to do . . . . . . . . . . . . . . . . . . . . . . . . 8

Audience Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Who should read this book . . . . . . . . . . . . . . . . . . . . . . . . 8What you should know before beginning . . . . . . . . . . . . . 9

Contents Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9What is in this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9How to use this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Information on third-party products . . . . . . . . . . . . . . . . 10

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10What are document conventions? . . . . . . . . . . . . . . . . . . 10Instructions for Windows,

OS/2, and UNIX users . . . . . . . . . . . . . . . . . . . . . . . . . 10Icons in this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10What you type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Button names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Product names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

The Expert Advisor Documentation Set . . . . . . . . . . . . . . . . . . . 12Other books in this set . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Online documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Installing Adobe Acrobat Reader . . . . . . . . . . . . . . . . . . 13Accessing online documentation . . . . . . . . . . . . . . . . . . . 14Accessing documentation from your desktop . . . . . . . . . 15Accessing documentation from a

compact disc or from another location . . . . . . . . . . . . . 16Identifying hypermedia links in online documentation . . 16

Table of Contents

4 SA-Expert Advisor 5.0

Table of Contents

Chapter 1 Overview. . . . . . . . . . . . . . . . . . . . . . . 19What is the Expert Advisor Archive Utility? . . . . . . . . . . . . . . . 20

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

When Should the Archive Utility be Used? . . . . . . . . . . . . . . . . 21When to use the Archive Utility . . . . . . . . . . . . . . . . . . . 21Running the Archive Utility before a migration . . . . . . . 22

Chapter 2 Installing the Archive Utility . . . . . . . 23Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Topics in this chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Installation Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Outline of the installation process . . . . . . . . . . . . . . . . . . 25System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Hardware and software specifications . . . . . . . . . . . . . . . 25Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Testing for database connectivity . . . . . . . . . . . . . . . . . . 27

Installing the Archive Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Windows and OS/2 installation procedure . . . . . . . . . . . 29UNIX installation procedure . . . . . . . . . . . . . . . . . . . . . . 32

Parsing the Archive Utility Files . . . . . . . . . . . . . . . . . . . . . . . . . 35Parsing the Archive Utility . . . . . . . . . . . . . . . . . . . . . . . 35Proceeding after parsing . . . . . . . . . . . . . . . . . . . . . . . . . 37

Archive Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Deciding which steps to take . . . . . . . . . . . . . . . . . . . . . . 38Step 1: Customizing build scripts and eaacust.kb . . . . . . 39Step 2: Creating destination database tables . . . . . . . . . . 39Step 3: Modifying archive tables for use with DDM . . . 43Step 4: Re-parsing the Archive Utility . . . . . . . . . . . . . . 47

Archive Utility Guide 5

Chapter 3 Archive Utility Interface. . . . . . . . . . . 49Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Topics in this chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Starting the Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Procedure for starting the Archive Utility . . . . . . . . . . . . 50Quitting the Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Procedure for quitting the Archive Utility . . . . . . . . . . . . 52Special GUI Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

List of special GUI elements . . . . . . . . . . . . . . . . . . . . . . 53Browse buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Calendar buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Required information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Chapter 4 Using the Archive Utility . . . . . . . . . . 57Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Topics in this chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Configuring and Running the Archive Utility . . . . . . . . . . . . . . . 58

Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Expert Advisor configuration . . . . . . . . . . . . . . . . . . . . . 59Where data is to be archived . . . . . . . . . . . . . . . . . . . . . . 60Dates of data to be archived . . . . . . . . . . . . . . . . . . . . . . . 61Items to be archived . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Commit size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Procedure for configuring and running

the Archive Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Managing Archiving Processes . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Running the Archive Utility on multiple machines . . . . . 66Dropping tables after the Archive Utility runs . . . . . . . . 66

Expert Advisor Modifications . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Compatibility with Expert Advisor . . . . . . . . . . . . . . . . . 67DDM installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Expert Advisor customizations . . . . . . . . . . . . . . . . . . . . 68Customizing eaacust.kb . . . . . . . . . . . . . . . . . . . . . . . . . . 69String or integer data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Editing eaacust.kb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70


Table of Contents

Appendix A APIs Used With the Archive Utility 73Flat File APIs Used With the Archive Utility . . . . . . . . . . . . . . . 74

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Flat file tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Flat file format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Creating a parse program for a flat file . . . . . . . . . . . . . . 75Processing a flat file . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Appendix B Tables Used With the Archive Utility . . . . . . . . . . . . . . . . . . . . . . . 77

Archive Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Using Archive tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

•Purpose of this Book

•Audience Considerations

•Contents Overview

•Document Conventions

•The Expert Advisor Documentation Set

About This Guide

About This Guide


Purpose of this Book

What this book contains

The SA-Expert Advisor Archive Utility 5.0 Guide explains the Expert Advisor Archive Utility’s features and concepts and offers step-by-step procedures for using the Archive Utility.

What you will be able to do

By reading this book, you will be able to:

• Install the Archive Utility

• Configure the Archive Utility to meet the specific requirements of your company

• Understand the features and uses of the Archive Utility within the framework of the EXPERTISE suite

Audience Considerations

Who should read this book

This book is written for database administrators who will use the Archive Utility to archive Expert Advisor data. In addition, the following people may find information in this book helpful:

• System administrators who configure and manage the Archive Utility

• Network support personnel who provide software assistance to Archive Utility users

• Users of other EXPERTISE products that interact with the Archive Utility

Contents Overview


What you should know before beginning

Before you begin working through this book, you should be familiar with the following:

• The uses and system administration of Expert Advisor

• Your organization’s process for performing database management, and your responsibilities within that process

• The techniques for navigating your operating system’s user interface (Microsoft Windows, IBM OS/2, or UNIX)

• The other EXPERTISE products your company uses

This book includes explanations of how the Archive Utility interacts with other products in the EXPERTISE suite.

Contents Overview

What is in this book

This book contains the following chapters and appendices.

• Chapter 1, “Overview,” introduces the purpose of the application and describes the general concepts used throughout the application. It also describes the role of the Archive Utility within EXPERTISE.

• Chapter 2, “Installing the Archive Utility,” provides instructions for performing each step in the installation process.

• Chapter 3, “Archive Utility Interface,” provides basic information about using the Archive Utility, including starting and quitting the program and using special graphical user interface elements.

• Chapter 4, “Using the Archive Utility,” explains how to archive data and how to configure archiving options.

• Appendix A, “APIs Used with the Archive Utility,” contains information about the APIs that are used with the Archive Utility.

• Appendix B, “Tables Used with the Archive Utility,” lists the database tables that are used with the Archive Utility.

How to use this book

This book is meant to be used as a reference. Read the “Overview” chapter for an introduction to the features provided by the Archive Utility. Use the Table of Contents and the Index to find the specific information you need to use.

About This Guide


Information on third-party products

Software Artistry documents products created at Software Artistry. Sometimes, products created by other software manufacturers are shipped with our products. In these cases, we ship the documentation that was produced by the original software manufacturer.

Because Software Artistry does not support products created by other software manufacturers, please contact the original manufacturer if you need assistance while using their software. If you need assistance while using any Software Artistry product, please call the Software Artistry Customer Support Center.

Document Conventions

What are document conventions?

Document conventions are special features designed to help you find information. This section describes the conventions that are used in this document.

Instructions for Windows, OS/2, and UNIX users

This document contains only one set of instructions for each task that you can do. This is because the Archive Utility works virtually the same in Windows, OS/2, and UNIX. If there are special considerations for a particular operating system, they are noted in the text. The screen captures for this guide are from the Windows 95 operating system.

Icons in this book

This book uses icons as visual cues to help you find information. This section illustrates the icons and how they are used.

Tip: Tips help you apply the information in the text to your implementation of the Archive Utility. They may include shortcuts or time-saving advice.

Note: Always read notes. Notes are important points that you should understand. They offer important information, and they explain special circumstances.

Document Conventions


Caution: Always read cautions. Cautions alert you that data integrity could be at risk when performing a task or step.

What you type Characters you need to type exactly as shown in the instructions are in bold. For example:

• To run inventory reports, type the module name i_report.kbc in the Procedure box.

Information you need to supply is shown in italics. For example:

• In the Description box, type your initials.

Button names This book always refers to buttons by their names. The names of certain buttons, however, do not appear on the buttons themselves. In order to help you identify these buttons, the following table illustrates the buttons and provides their names.

This button... is referred to as...

the Browse button.

the Calendar button.

About This Guide


Product names

Software Artistry products are referred to by the following names throughout the documentation set:

The Expert Advisor Documentation Set

Other books in this set

In addition to this book, the Expert Advisor documentation set includes several other books that may help you.

• SA-Expert Advisor 5.0 User's Guide

This book explains the Expert Advisor features and procedures used by help desk analysts.

• SA-Expert Advisor 5.0 System Administrator's Guide

This book explains the maintenance and configuration procedures that are the responsibility of Expert Advisor system administrators.

• SA-Expert Advisor 5.0 Diagnostic Administrator's Guide

This book explains the creation and maintenance of solution records in Diagnostic Aids.

• SA-Expert Advisor 5.0 Fundamentals Guide

This tutorial describes the basic features and processes that new Expert Advisor users need to know before using Expert Advisor.

• SA-Expert Advisor 5.0 Technical Reference

This book is a reference for customizing Expert Advisor.

This product... is referred to as...

SA-EXPERTISETM for ESM EXPERTISE.

SA-Application Software Expert ASE.

SA-Expert Advisor Expert Advisor.

SA-Expert Distributed Data Man-ager

DDM.

SA-Expert Advisor Archive Utility

the Archive Utility.



• SA-EXPERTISE for ESM 5.0 Installation Guide

This book provides step-by-step instructions for installing all applications in the EXPERTISE suite. It also contains instructions for creating the database structure for EXPERTISE Suite tables and views.

Online documentation

All of the books in the Expert Advisor documentation set are available as online documents. By accessing these documents, you can view the product guides online and easily navigate to topics, pages, and chapters of interest.

Installing Adobe Acrobat Reader

The online documents must be viewed using Adobe Acrobat Reader, which can be installed with ASE. If for some reason Adobe Acrobat Reader was not installed at that time, you must install it before accessing the online documents.

The following procedure explains how to install Adobe Acrobat Reader. For more information, refer to the instguid.txt file in the folder for your operating system in the asedocs\reader folder on the SA-EXPERTISE for ESM compact disc.

1. Use this table to determine your first action.

If you are using... then...

Windows 95 or Windows NT 4.0

1. From the taskbar, choose Start.

The Start menu appears.

2. Point to Programs, point to SA-Application Software Expert, then choose Install Adobe Acrobat Reader.

About This Guide


The setup program begins installing Adobe Acrobat Reader.

2. Follow the instructions in the setup program dialog boxes to com-plete the installation.

Accessing online documentation

If the online documents were installed with Expert Advisor, you can access the online documents from:

• Your desktop (Windows and OS/2 only)

• The SA-EXPERTISE for ESM compact disc

• Any other location to which the files have been copied

If the online documents were not installed with the program, you can access them from:

• The SA-EXPERTISE for ESM compact disc

• Any other location to which the files have been copied

Windows NT 3.5.1

1. Choose the SA-Application Software Expert program group icon.

The program group opens.

2. Choose the Install Adobe Acrobat Reader icon.

OS/2 1. Choose the SA-Application Software Expert folder.

The folder opens.

2. Choose the Install Adobe Acrobat Reader icon.

UNIX 1. Insert the SA-EXPERTISE for ESM compact disc into the CD-ROM drive.

2. At the command line, mount the compact disc.

3. Change to the asedocs\reader directory, then change to the subdirectory specific to your UNIX operating system (aix, hpux, or sunsparc).

4. Run the install script.




Accessing documentationfrom your desktop

This section explains the procedure for opening online documents from your desktop in Windows and OS/2 environments.

• Use this table to determine your first action.

Expert Advisor launches Adobe Acrobat Reader and the online document appears.





2. Point to Programs, point to SA-Expert Advisor, then choose the PDF file.

Windows NT 3.5.1

1. Choose the Expert Advisor program group icon.


2. Choose the PDF file icon.

OS/2 1. Choose the Expert Advisor folder.

The Expert Advisor folder opens.

2. Choose the PDF file icon.

About This Guide


Accessing documentationfrom a compact disc or from another location

If you did not install the online document files during the Expert Advisor installation, you can access the online documents in the following ways:

• Compact disc - If you have access to a copy of the SA-EXPERTISE for ESM compact disc, you can open the online documents directly from the compact disc. The online documents are found in the win\docs folder on the compact disc.

• Network - If your system administrator has copied the online documents onto a network to which you have access, you can open the document files directly from that location.

• Other location - If you have copied the online documents from the compact disc to a particular location on your hard drive, you can open the document files directly from that location.

The procedure for opening an online document from the compact disc or another location follows.

1. Start Adobe Acrobat Reader.

2. From the File menu, choose Open.

The Open dialog box appears.

3. Change to the directory where the online documents are installed.

4. Select an online document file.

5. Choose Open.

The online document appears.

Identifying hypermedia links in online documentation

In the online documents, you can easily navigate to points of interest using hypermedia links. The online documents use standard Adobe Acrobat Reader hypermedia links such as bookmarks and thumbnails.



Additionally, in the Table of Contents and Index of each guide, there are colored boxes around the page numbers of sections and topics. To view the information in a section or about a topic, double-click the page number within the colored box.

Bookmark

Page linker

About This Guide


•What is the Expert Advisor Archive Utility?

•When Should the Archive Utility be Used?

1Overview

Overview


1

What is the Expert Advisor Archive Utility?

Overview The Expert Advisor Archive Utility recovers disk space and maintains a high level of performance for Expert Advisor over time. The Archive Utility:

• Reduces the size of Expert Advisor databases by moving data to a new location, or by deleting data

• Improves the overall performance of Expert Advisor by reducing the amount of data that is accessed and managed

• Protects data integrity by maintaining referential integrity rules

• Allows data that the Archive Utility removes from the production database to be used for reporting purposes

Features The Archive Utility allows you to archive problems and information calls. Information calls do not have a problem associated with them, but do have open and close dates of the same type as problem calls. Open and close dates are important for determining which items to archive.

Warnings The Archive Utility is a very flexible tool. There are, however, functions for which the Archive Utility was not designed. A list follows, along with several other cautions.

When Should the Archive Utility be Used?


Caution: Read the following caution points before you attempt an archive procedure at your site.

• Back up all data prior to the archive procedure. The Archive Utility is not a backup utility!

• Once data is archived, it cannot be returned to the Expert Advisor production database.

• Archived data is used for reporting purposes only. Expert Advisor does not work with archived data.

• Cross-platform archiving is not supported. For example, DB2 data cannot be archived to an Oracle database.

• Archived data should not be reapplied to the production database. That is, users should not attempt to “unarchive” data.

• It is recommended that the archive procedure be performed prior to migrating to a new version of Expert Advisor.

When Should the Archive Utility be Used?

When to use the Archive Utility

The Archive Utility should be used regularly to move data from the production database to an alternative storage location.

The schedule used for your site depends on varying factors, including:

• Available disk space on the database server

• Size of the production database

• Number of calls logged

• Number of users

• User work schedules

Generally, the Archive Utility should run during non-peak hours. Alternatively, the Archive Utility should run when the production database is not in use.

Overview


1

Running the Archive Utility before a migration

As noted earlier, you should archive your Expert Advisor data before you migrate to a newer version of Expert Advisor.

If you migrate to a new version of Expert Advisor, you need to:

• Back up the Expert Advisor data on your production database server (consult the DBMS documentation for your site, if necessary)

• Archive the Expert Advisor data using the Archive Utility

Subsequent chapters guide you through the procedures required to install, configure, and use the Archive Utility.

•Overview

•Installation Process

•System Requirements

•Installation Prerequisites

•Installing the Archive Utility

•Parsing the Archive Utility Files

•Archive Tables

2Installing the Archive Utility

Installing the Archive Utility


2

Overview

Topics in this chapter

This chapter explains the process for installing the Archive Utility. You should read this chapter in its entirety and make sure you understand the installation process that is appropriate for your situation before proceeding with the actual installation.The steps and options you need to take depend on whether you are installing the Archive Utility for the first time, and whether you use Expert Advisor with or without DDM.

The overall installation process is explained in the following sections:

• “Installation Process” - Outlines the steps for the overall the Archive Utility installation process

• “System Requirements” - Presents hardware and software requirements

• “Installation Prerequisites” - Explains the actions which must be completed before the Archive Utility installation

• “Installing the Archive Utility” - Provides detailed instructions for installing the Archive Utility

• “Parsing the Archive Utility Files” - Explains the procedure for parsing the Archive Utility source files

• “Archive Tables” - Provides instructions for creating and modifying archive database tables

Installation Process


Installation Process

Outline of the installation process

Successful installation of the Archive Utility is completed in several stages. Each stage must be completed in the proper sequence.

This table shows a high-level overview of all stages in a complete installation. Note that some steps are omitted if you do not intend to archive to a database.

The following sections explain each of these steps in more detail.

System Requirements

Hardware and software specifications

The Archive Utility requires minimum standards for hardware and software. The table that follows shows the minimum hardware and software requirements.

Step Description

1 Ensure that the system requirements are met.

2 Verify that all prerequisite actions have been completed.

3 Quit all Software Artistry programs.

4 Install the Archive Utility files.

5 Restart your computer to save system changes.

6 Parse the Archive Utility files.

7 Customize the archive table build scripts, if you have customized Expert Advisor and you intend to archive to a database.

8 Create or modify the archive tables and re-parse the Archive Utility, if you intend to archive to a database.



2

Hardware/Software Requirements

Operating System; Processor

Any of the following:

• Windows 95; Pentium 100MHz

• Windows NT 3.5.1; Pentium 100MHz

• OS/2 Warp 3 with FixPak 17 or higher, or OS/2 Warp 4; Pentium 100MHz

• HP-UX 10.20 or higher; HP9000 Series 700 or Series 800

• IBM AIX 4.2; IBM RS/6000

• Sun Solaris 2.4 or higher; Sun SPARC

ASE ASE 5.0

Expert Advisor Expert Advisor 5.0

DBMS Software Client software must be installed for the DBMS used with Expert Advisor. The following DBMS software is supported:

•DB2•Informix•Microsoft SQL Server•Oracle•Sybase

32-Bit Requirement The Archive Utility runs only on 32-bit clients with Win32, OS/2, or UNIX.

Installation Prerequisites


Installation Prerequisites

Before you begin

Before you install the Archive Utility, the following prerequisite actions must be completed:

1. Complete the full installation process for SA-EXPERTISE for ESM 5.0, including parsing the files and running ESMBuild. Refer to the SA-EXPERTISE for ESM 5.0 Installation Guide for more information.

2. Back up the Expert Advisor production database. Refer to the documentation for your DBMS for more information.

3. Test the database connection for your production database. This procedure is explained in the following section.

Testing for database connectivity

Before you install the Archive Utility, you should test the database connection for your production database.






2. Point to Programs, point to SA-Application Software Expert, then choose SQL Configuration Editor.



2

The SQL Configuration Editor appears.

2. From the Sources list, select the default database. The default database is designated with an asterisk.

Windows NT 3.5.1 1. Choose the SA-Application Software Expert program group icon.


2. Choose the SQL Configuration Editor icon.

OS/2 1. Choose the SA-Application Software Expert folder.

The folder opens.

2. Choose the SQL Configuration Editor icon.

UNIX 1. Change to the directory where the SA-Application Software Expert program resides.

2. At the command prompt, type kml ce.

3. Press ENTER.




Caution: In order for the Archive Utility to parse, you must ensure that a data source is selected. The source must be the same as the Expert Advisor production data source, and should be ADVISOR.

If the database that is referenced by this data source is not named ADVISOR, you need to edit the eaaglob.kb file. You must change the database name specified in all Import statements to match that of the Expert Advisor database.

3. Choose Test Connect.

The Test Connect to ADVISOR dialog box appears to indicate whether the connection is successful.

If not successful, reconfigure your database connection information in the SQL Configuration Editor, and repeat steps 2 and 3.

If successful, go to the next step.

4. Choose OK.

5. Choose Exit.


Installation procedures

After you complete all the installation prerequisites, you are ready to install the Archive Utility. There are two separate installation procedures: one for Windows 95 and Windows NT, and the other for UNIX systems. Follow the installation procedure for your operating system.

Windows and OS/2 installation procedure

This procedure guides you through the Archive Utility installation procedure for Windows 95 and Windows NT, and OS/2.

1. Quit all Software Artistry programs.

2. Use the following table to determine your next action.



2

The InstallShield Wizard loads and the SA-EA Archive Utility setup window appears, overlaid with the Select Components dialog box.




2. From the Start menu, choose Run.

The Run dialog box appears.

3. Insert the SA-EXPERTISE for ESM compact disc into the CD-ROM drive.

4. In the Run box, type <CD-ROM drive>:\Archive\setup.exe.

5. Choose OK.

Windows NT 3.5.1 1. From the Program Manager File menu, choose Run.

The File -> Run dialog box appears.


4. In the Run box, type <CD-ROM drive>:\Archive\setup.exe.

5. Choose OK.

OS/2 1. Choose the OS/2 Window icon.

An OS/2 window appears.


4. At the command prompt, type <CD-ROM drive>:\Archive\setup.exe.

5. Press ENTER.



3. From the Components list, select the components you want to install.

4. Verify that the destination folder is correct.

If it is correct, go to step 7.

If you want to specify a different destination folder, choose Browse.

The Choose Folder dialog box appears.

5. Select a new destination folder.

6. Choose OK.

The Select Components dialog box reappears with the new destination folder information.

7. Choose Next.



2

The Setup dialog box appears, displaying the installation status.

A Question message appears that asks if you want the setup program to update your configuration files.

8. Choose Yes or No.

The installation continues. When finished, an Information message appears that tells you the installation is complete.

9. Choose OK.

10. Restart your computer to save system changes.

You have successfully installed the Archive Utility.

UNIX installation procedure

This procedure guides you through the Archive Utility installation procedure for UNIX.

1. Quit all Software Artistry programs.

2. At the UNIX command line, log on as root.

Note: The UNIX Setup program requires you to have super-user privileges to fully complete the process.

3. Insert the SA-EXPERTISE for ESM compact disc in the CD-ROM drive.

4. At the UNIX command line, mount the compact disc.

Note: If you need suggestions on how to mount the CD-ROM, consult the hardware documentation for your operating system and/or your CD-ROM drive.

5. On the SA-EXPERTISE for ESM compact disc, change to the Archive subdirectory.

6. At the command prompt, enter this command: ./install.arc.



Result: The UNIX Setup program displays the Expert Advisor Archive Utility Option Selection List.

7. At the Enter options for installation (2-4) prompt, type the number for each Expert Advisor Archive Utility option you want to install, separated by spaces, and press ENTER.

Note: Option 1 is already selected. To install all options, type 2 3 4 and press Enter.

Result: You are prompted to enter a location for the Archive Utility.

8. At the Enter the location to install the Archive Utility prompt, type the complete path for the directory, and press ENTER.



2

Result: The UNIX Setup program scrolls to display a list of the selected products and options. Then it displays a message asking you if you want to continue with the installation.

9. Do you want to continue with the installation?

If yes, continue to the next step.

If no, at the “Do you want to continue with Archive Utility Installation?” prompt, type N or No and press ENTER.

Result: The installation is aborted.

10. Review the list of selected components.At the “Do you want to continue with Archive Utility Installation?” prompt, press ENTER.

Result: The UNIX Setup program updates files before beginning installation. After the files are updated, the UNIX Setup program completes installation and scrolls to display a message signifying installation is complete.

You have successfully installed the Archive Utility.

Parsing the Archive Utility Files



Parsing the Archive Utility

After installing the Archive Utility, you must parse it.

Parsing is an action that translates a file from ASCII text format into the binary format that an SA-Script run-time system can interpret. Parsing translates the commands and structures entered by the programmer into machine language. You must parse the source files for SA-Script programs or utilities after you install or customize them.

The following procedure explains how to parse the Archive Utility.


The SA-Archive Database Logon dialog box appears.





2. Point to Programs, point to SA-EA Archive Utility, then choose Parse Archive Utility.

Windows NT 3.5.1 1. Choose the SA-EA Archive Utility program group icon.


2. Choose the Parse Archive Utility icon.

OS/2 1. Choose the SA-EA Archive Utility folder.

The folder opens.

2. Choose the Parse Archive Utility icon.

UNIX 1. Change to the directory where the Archive Utility program resides.

2. At the command line, type kml eaaprs.

3. Press ENTER.



2

2. In the Logon box, type your database logon ID.

3. In the Password box, type your password if one is required.

4. Choose OK.

The SA-Script Parser appears.

5. Choose Run.

6. As the SA-Script Parser runs, use this table to interpret the information under Build Status.

When the parse finishes, information appears in the Errors and Warnings box.

Column Description

Current Totals for the current .kb file being parsed

Totals Cumulative totals for all .kb files parsed during the current session



If there are no errors, go to step 6.

If there are errors, go to step 4.

7. Verify the following information:

•The location of your Software Artistry directories is correct

•A valid Expert Advisor data source is selected.

8. Return to step 1 and repeat this procedure. Contact the Software Artistry Customer Support Center if you continue to have difficulties parsing the Archive Utility.

9. Choose Close.

You have successfully parsed the Archive Utility.

Proceeding after parsing

If you intend to archive data to a database, proceed with the following section, “Archive Tables.”

If you intend to archive data to a flat file or to delete archived data, you are ready to proceed with the next chapter, “Archive Utility Interface.”



2

Archive Tables

Deciding which steps to take

After you successfully parse the Archive Utility, you are ready to create or modify archive tables.

The actions you must take depend on several different factors. Use this flowchart to determine which of the following steps must be completed before you can use the Archive Utility.

1. Customize the build scripts and the eaacust.kb file to match any Expert Advisor customizations.

2. Create destination database tables for the archived data.

3. Modify the archive database tables for use with DDM.

4. Parse the Archive Utility.

Do you intend to archive to a database?

Are you installing the Archive Utility for the first time?

Steps 1, 2, and 4 must be completed.

You do not need to complete any of these steps. Proceed with the next chapter.

Is DDM installed?

Yes

Have you already used an eaartxxx.alt script to modify the archive tables for use with DDM?

No

Yes

Steps 3 and 4 must be completed.

Yes

No

Start here

No (You are upgrading to a newer version.)

Have you customized any of these tables in Expert Advisor?

• PROBLEMS• SESION• CALL• PROBLEM_HISTORY• WORK_HISTORY

Yes

Steps 2 and 4 must be completed.

No

No

Yes

Archive Tables


The following sections provide instructions for completing each of these steps.

Step 1: Customizing build scripts and eaacust.kb

If you intend to archive to a database and you have customized the tables in the Expert Advisor database, you must customize the Archive Utility build scripts to reflect those changes. This is only necessary if you have modified any of the following tables:

• PROBLEMS

• SESION

• CALL

• PROBLEM_HISTORY

• WORK_HISTORY

Customizing the Archive Utility for table changes is a two step process:

• Modify the build script that corresponds to your particular DBMS and version of Expert Advisor. The list of scripts can be found in the next section, “Creating destination database tables.” Contact the Software Artistry Customer Support Center for instructions on modifying build scripts.

• Edit the eaacust.kb file, using a text editor, and make the changes that correspond to the changes you made in the build script. Refer to the section, “Expert Advisor customizations” in Chapter 4 for instructions on editing the eaacust.kb file.

After making these modifications, you are ready to proceed with the next section, “Creating destination database tables.”

Step 2: Creating destination database tables

If you installed the Archive Utility for the first time and you choose to archive data to a database, destination database tables must be created before the data is archived. Because this is the location in which all the archived data is stored, the archive database tables must:

• Include all of the tables to be archived

• Reflect all the customizations performed on the production database

Archive tables must be created on the same database as the Expert Advisor database. The Archive Utility does not allow users to choose a separate destination data source.



2

The procedure to create the destination database tables follows.

1. Use the following table to determine your first action.

The SA-EXPERTISE Table Builder window appears.





2. Point to Programs, point to SA-EXPERTISE Table Builder, then choose ESMBuild.

Windows NT 3.5.1 1. Choose the SA-EXPERTISE Table Builder program group icon.


2. Choose the ESMBuild icon.

OS/2 1. Choose the SA-EXPERTISE Table Builder folder.

The SA-EXPERTISE Table Builder folder opens.


UNIX 1. Change to the directory where the SA-EXPERTISE Table Builder program resides.

2. At the command line, enter kml esmbuild.

Archive Tables


2. From the Configure menu, choose the appropriate database server.

The Configure for database dialog box appears, with boxes appropriate to the database you selected.

3. Verify that all information is correct.

4. Choose OK.

5. From the Action menu, choose Execute Script File.

The Open Custom Script dialog box appears.



2

6. Change to the directory where the Archive Utility is installed.

7. From the list of files, select the build script associated with the version of Expert Advisor to be archived and your DBMS.

Use this table to determine which file to select.

8. Choose Open.

The SA-Build Database Login dialog box appears.

Expert Advisor version

Oracle 7.x DB2 MS-SQL Server

Sybase 10.x Informix

Expert Advisor 3.0

eaa30or7.tab eaa30db2.tab eaa30mss.tab eaa30syb.tab Not supported

Expert Advisor 3.1

eaa31or7.tab eaa31db2.tab eaa31mss.tab eaa31syb.tab eaa31inf.tab

Expert Advisor 3.5


Expert Advisor 3.5 with DDM

eaartor7.tab eaartdb2.tab eaartmss.tab eaartsyb.tab eaartinf.tab

Expert Advisor 5.0


Expert Advisor 5.0 with DDM

eaartor7.tab eaartdb2.tab eaartmss.tab eaartsyb.tab eaartinf.tab

Archive Tables


9. In the Login box, type your database logon ID, or leave the current information as is.

10. In the Password box, type your database password, if one is required.

11. Choose OK.

A Warning message appears which prompts you to confirm the database script.

12. Choose OK.

13. When the script file finishes running, a message appears in the SA-EXPERTISE Table Builder window which indicates whether the action was successful.

If the script file did not run successfully, check the database configuration information and repeat steps 2 through 13.

Otherwise, go to the next step.

14. Quit the ESMBuild utility.

Step 3: Modifying archive tables for use with DDM

If you archive to a database, and you install DDM for use with Expert Advisor, you must ensure that the archive tables are compatible with DDM.

Refer to the flowchart on page 38 to determine whether you need to perform this step, modifying archive tables for use with DDM. In brief, you only need to perform this step if the following statements are true:



2

• You archive to a database

• You installed DDM after you installed the Archive Utility and after you created destination database tables

• You have not already run an eaartxxx.alt script to modify archive tables for use with DDM

If all these statements are true, you must modify the archive tables for use with DDM. The procedure for modifying the archive tables follows.

1. Use the following table to determine your first action.

The SA-EXPERTISE Table Builder window appears.





2. Point to Programs, point to SA-EXPERTISE Table Builder, then choose ESMBuild.

Windows NT 3.5.1 1. Choose the SA-EXPERTISE Table Builder program group icon.



OS/2 1. Choose the SA-EXPERTISE Table Builder folder.

The SA-EXPERTISE Table Builder folder opens.


UNIX 1. Change to the directory where the SA-EXPERTISE Table Builder program resides.

2. At the command line, enter kml esmbuild.

Archive Tables


2. From the Configure menu, choose the appropriate database server.

The Configure for database dialog box appears, with boxes appropriate to the database you selected.

3. Verify that all information is correct.

4. Choose OK.

5. From the Action menu, choose Execute Script File.

The Open Custom Script dialog box appears.



2

Change to the directory where the Archive Utility is installed.

6. From the list of files, select the build script associated with your DBMS.

Use this table to determine which file to select.

7. Choose Open.

The SA-Build Database Login dialog box appears.

8. In the Login box, type your database logon ID, or leave the current information.

9. In the Password box, type your database password, if one is required.

10. Choose OK.

A Warning message appears which prompts you to confirm the database script.

If your DBMS is... then run this script file...

Oracle 7.x eaartor7.altDB2 eaartdb2.altMS-SQL Server eaartmss.altSybase 10.x eaartsyb.altInformix eaartinf.alt

Archive Tables


11. Choose OK.

12. When the script file finishes running, a message appears in the SA-EXPERTISE Table Builder window which indicates whether the action was successful.

If the script file did not run successfully, check the database configuration information and repeat steps 2 through 13.

Otherwise, go to the next step.

13. Quit the ESMBuild utility.

Step 4: Re-parsing the Archive Utility

After customizing build scripts or creating or modifying archive tables, you must re-parse the Archive Utility.

Refer to the section, “Parsing the Archive Utility Files” earlier in this chapter for instructions for this procedure.

After you re-parse the Archive Utility, you are ready to proceed with the next chapter, “Archive Utility Interface.”



2

•Overview

•Starting the Program

•Quitting the Program

•Special GUI Elements

3Archive Utility Interface

Archive Utility Interface


3

Overview


This chapter is designed to familiarize you with some of the fundamental aspects of using the Archive Utility, including the following:

• Starting and quitting the program

• Special graphical user interface (GUI) elements you will encounter in the program

• Accessing and using the online documentation

Starting the Program

Procedure for starting the Archive Utility

To use the Archive Utility, you must start the program and log on by providing your database logon ID and a password, if required by your system administrator. A logon ID is required for database security purposes.

Depending on your operating system, you can start the Archive Utility in several ways. The procedure for starting the program in Windows, OS/2, and UNIX operating systems follows.


Starting the Program


The SA-Archive Database Logon dialog box appears.

2. In the Logon box, type your database logon ID.

3. In the Password box, type your password if one is required.

When you type the password, asterisks (*) appear in the Pass-word box, rather than the actual letters you type.

Note: Depending on the configuration of your database, the Logon and Password boxes may be case-sensitive. If so, you must type your logon ID and password exactly as they were created by your system administrator. If you are not sure which case to use, check with your system administrator.

4. Choose OK.





2. Point to Programs, point to SA-EA Archive Utility, then choose Archive Utility.

Windows NT 3.5.1

1. Choose the SA-EA Archive Utility program group icon.


2. Choose the Archive Utility icon.

OS/2 1. Choose the SA-EA Archive Utility folder.

The folder opens.

2. Choose the Archive Utility icon.

UNIX 1. Change to the directory where the Archive Utility program resides.

2. At the command line, type kml eaarc.

3. Press ENTER.



3

If you typed a valid logon ID and password, the SA-Expert Advi-sor Archive Utility window appears.

Note: If you did not type a valid logon ID and password, an Error message appears. Choose OK and go back to step 2.

If you continue having problems after a second attempt to start the Archive Utility, choose Cancel in the SA-Archive Database Logon dialog box and contact your system administrator.

Quitting the Program

Procedure for quitting the Archive Utility

The procedure for quitting the Archive Utility follows.

1. Finish any current data archiving operations.

2. From the Action menu, choose Exit.

The SA-Expert Advisor Archive Utility window closes.

Special GUI Elements



List of special GUI elements

There are a few special elements of the Archive Utility GUI with which you should be familiar. These include:

• Browse buttons

• Calendar buttons

• Required information

Each of these elements is described in the following sections.

Browse buttons

A Browse button appears next to the File Name box in the SA-Expert Advisor Archive Utility window. This is referred to as the File Name Browse button. It is available when you select Flat File under Database Destination.

The File Name Browse button enables you to select a file name from a list of available choices.

Browse button



3

When you choose the File Name Browse button, the Select Flat File dialog box appears, listing the files from which you can select.

When you select a file from the list of file names, the Archive Utility inserts that file name in the File Name box in the SA-Expert Advisor Archive Utility window.



Calendar buttons

Calendar buttons appear next to the Close Date From and To boxes in the SA-Expert Advisor Archive Utility window.

When you choose a Calendar button, the Archive Utility calendar appears.

The month and date that appear in the calendar when it opens depend on the contents of the box next to the Calendar button:

• If there is a date in the box, the calendar opens to the specified month. The date appears underlined and in a different color.

• If the box contains the default value “mm/dd/yy,” the calendar opens to the current month. The current date appears in a different color.

Calendar button



3

In the calendar, you can do any of the following:

• Choose the > button to display the following month.

• Choose the < button to display the previous month.

• Choose the >> button to display the same month in the following year.

• Choose the << button to display the same month in the previous year.

• Choose the Go To button to display the calendar for a particular date.

• Double-click a date or choose OK to use the date selected and close the calendar.

• Close the calendar without selecting a date.

Required information

You must supply required information in some boxes in the SA-Expert Advisor Archive Utility window in order to complete an archiving procedure.

GUI elements with required information are filled in with a color which depends on your system settings. If your system is set to 256 colors or less, required boxes and lists are filled in with yellow. If your system is set to greater than 256 colors, required boxes and lists are filled in with light blue.

For example, you must supply starting and ending dates when archiving data. The Close Date From and To boxes are filled in to indicate that this data is required.

Required information

•Overview

•Configuring and Running the Archive Utility

•Managing Archiving Processes

•Expert Advisor Modifications

4Using the Archive Utility

Using the Archive Utility


4

Overview


After you complete the installation process described in Chapter 2, you are ready to use the Archive Utility. This chapter explains the following aspects of using the Archive Utility:

• Configuring archiving options

• Running the Archive Utility

• Managing archiving processes

• Ensuring compatibility with Expert Advisor modifications

Configuring and Running the Archive Utility

Configuration Options

Before you can archive data, you must configure the Archive Utility with the appropriate information. The following information must be specified:

• Expert Advisor configuration

• Where data is to be archived

• Dates of data to be archived

• Total number of items to archive

• Commit size

These options, as well as the procedure for configuring and running the Archive Utility, are explained in the following sections.



Expert Advisor configuration

In order to properly archive data, the Archive Utility must access the correct Expert Advisor database tables.

You should verify that the Expert Advisor version and database information displayed in the SA-Expert Advisor Archive Utility window are correct.

If the Software Artistry data source that is listed is not the Expert Advisor production data source, then:

• Use the SQL Configuration Editor to select the correct database.

• Test the database connection.

• Parse the Archive Utility.

Refer to chapter 2, “Installing the Archive Utility,” for information on performing these steps.

Expert Advisor information



4

Where data is to be archived

Before you can archive data, you must specify a destination for the archived items. You can choose from the following three options:

• Flat file

• Database

• Delete data

If you choose to archive data to a flat file, each line in the file represents one record from a table. In order to archive to a flat file, you must specify the file in which to archive data. Refer to Appendix A, “APIs Used With the Archive Utility,” for more information about flat files.

If you choose to archive to a database, archived data is stored in archive tables in the default database. The default database is identified as the SAI Data Source in the SA-Expert Advisor Archive Utility window. In order to archive to a database, the destination database tables must already exist. Refer to the section, “Creating destination database tables” in Chapter 2 for more information on creating archive tables.

If you choose to delete data, all archived items are deleted. They are not copied to a flat file or to an archive database table.

Caution: If you choose this option, you cannot retrieve the deleted data for any purpose!

Data destination information



Dates of data to be archived

An archived item can be any problem or information call with a “closed” status. The closed status of these problems and calls is assigned on a particular date. To indicate which data items are to be archived, you specify the range of dates during which the items to be archived were designated as closed.

Note that the dates you specify are inclusive. That is, the problems that are archived include those that were designated as closed on the starting and ending dates.

Items to be archived

In order to perform an archiving procedure, you must specify the number of items to be archived.

Range of dates of items to archive

Number of items to archive



4

Items can consist of multiple records in multiple tables. For example, an information call consists of one CALL and one or more SESION records.

If you first specify the archiving dates, you can use the Estimate function to determine how many items exist to be archived within the given range. Estimate calculates the number of items to be archived, and displays the result in the Total Items to Archive box.

This is a useful function when you are unsure of the number of data items to be archived, or when you need to limit the number of items to be archived. If the number calculated by Estimate is too high, you can narrow the range of dates or specify a lower number of items.

If you are running the Archive Utility for the first time, it may be useful to use different number values to determine the amount of time required to archive data at your site. You can use different values in both the Commit Size and Total Number of Items text boxes to test performance at your site.

Commit size You must specify the commit size for the archiving procedure.

Commit size refers to the number of items to be archived before a database “commit” is executed. This number should be considerably less than the value of the rollback segment because an item consists of multiple CALL, SESION, WORK_HISTORY, PROBLEM_HISTORY, and PROBLEM records. By default, the commit size is 50 items.

Commit size



Commit size and rollback segments should be configured for high volume data transfer. Refer to the database documentation for your site to confirm the commit size and rollback segments that your database uses. This value should only be modified if authorized by a database administrator.

Procedure for configuring and running the Archive Utility

The following steps provide a guideline for using the Archive Utility.

1. Start the Archive Utility as described in the section, “Starting the Program” in Chapter 3.

The SA-Expert Advisor Archive Utility window appears.

2. Under SA-Expert Advisor Configuration, verify the version and data source information.

3. Under Data Destination, select the location where archived files are sent.

If you select Flat File, go to the next step.

Otherwise, go to step 11.

4. Do one of the following:

•In the File Name box, type the full PATH and file name in which to archive data, and go to step 11.

or

•Choose the File Name Browse button.



4

The Select Flat File dialog box appears.

5. Point to an existing file as the archive destination, or go to step 8.

6. Choose Open.

A File Exists message appears which asks if you want to append archived data to the file.

7. Choose Yes.

Go to step 10.

8. Point to the folder where the archive file is to reside, and specify a file name.

9. Choose Open.

10. The SA-Expert Advisor Archive Utility window reappears with the File Name box filled in.


•In the Close Date From box, type the starting date for the items to be archived

or

•Choose the Calendar button, and use the Calendar to specify a date.


•In the To box, type the ending date for the items to be archived

or

•Choose the Calendar button, and use the Calendar to specify a date.




•In the Total Items to Archive box, type the number of items to be archived

or

•Choose Estimate.

14. In the Commit Size box, type the number of items to be archived before a commit is executed, or leave the default.

15. Choose Execute.

The Execute dialog box appears.

16. Choose OK.

The Archive Processing dialog box appears.

When the archive process is complete, the Complete dialog box appears.

17. Choose OK.

The SA-Expert Advisor Archive Utility window reappears.

18. Choose Exit.

The Archive Utility closes.



4

Managing Archiving Processes

Running the Archive Utility on multiple machines

It may be advisable to run the Archive Utility on more than one machine at various times. Choosing to use more than one machine may be a function of:

• The amount of data to be archived

• Limited time in which to perform an archive

Caution: Do not run more than one Archive utility process at a time on an MS-SQL Server or Sybase database. These databases support page-level, rather than row-level locking; simultaneous archiving decreases performance.

To run the Archive Utility on multiple machines simultaneously, you need to:

1. Start the Archive Utility on each machine.

2. Make sure the same data source is referenced by each machine.

3. Enter non-overlapping date ranges for each machine.

For examples, if you use a date range from 1/1/97 to 4/15/97 on one machine, you can use the date range from 4/16/97 to 6/30/97 on the other machine.

4. Choose Execute.

The data contained within each date range is archived.

Note: Running simultaneous archives on the same database may cause slow performance of Expert Advisor.

Dropping tables after the Archive Utility runs

You may want to consider dropping the tables used for the Archive Utility after the utility runs. Dropping tables saves considerable space on the data source.

Caution: If the data in dropped tables is required for future use, back up the archive tables before you drop them.

Expert Advisor Modifications


To drop the tables created for use with the Archive Utility, choose the script that corresponds to your database server and run it with ESMBuild.

Refer to the SA-EXPERTISE for ESM 5.0 Installation Guide for more information on using ESMBuild.


Compatibility with Expert Advisor

Because the Archive Utility works with Expert Advisor data, modifications or customizations to Expert Advisor may affect the Archive Utility. When you modify Expert Advisor, you must ensure that the Archive Utility is compatible with those modifications.

The following Expert Advisor modifications require you to alter the Archive Utility for use with Expert Advisor data:

• Installation of DDM after installing the Archive Utility

• Customizations to the Expert Advisor PROBLEMS, SESION, CALL, PROBLEM_HISTORY or WORK_HISTORY tables

The following sections describe the steps to take to maintain Expert Advisor compatibility after each of these modifications.

DDM installation

If you archive to a database, and you install DDM for use with Expert Advisor, you must ensure that the archive tables are compatible with DDM.

If your DBMS is... then run this drop script file...

Oracle 7.x eaaor7.drp.

DB2 eaadb2.drp.

MS-SQL Server eaamss.drp.

Sybase10.x eaasyb.drp.

Informix eaainf.drp.



4

If you install DDM after the Archive Utility is installed and the archive tables are created, you can alter the tables for use with DDM by running an .alt script file which corresponds to your DBMS. You must not run any build scripts (.tab scripts) for this purpose. Doing so destroys any data currently present in the archive tables.

Follow these steps to modify the archive tables for use with DDM.

1. Complete the procedure for running the .alt script, as described in the section, “Modifying archive tables for use with DDM” in Chapter 2.

2. Parse the Archive Utility, as described in the section, “Parsing the Archive Utility Files” in Chapter 2.

Expert Advisor customizations

If you archive to a database and you have customized any of the following tables in the Expert Advisor database, you must customize the Archive Utility to reflect those changes:

• PROBLEMS

• SESION

• CALL

• PROBLEM_HISTORY

• WORK_HISTORY

Customizing the archive tables involves two separate steps:

• Modifying the build scripts that create the archive tables, or modifying the tables themselves

• Editing the eaacust.kb file to reflect the changes in the archive tables

Before installation, the simplest way to customize the archive database tables is to modify the scripts that build the tables. After installation, however, re-running build scripts destroys all data in the tables. Instead, you should make the necessary customizations directly to the archive database tables themselves. Refer to the documentation for your DBMS for more information on customizing database tables.

The following sections describe how to perform the second step, customizing the eaacust.kb file.



Customizing eaacust.kb

Each of the Expert Advisor tables used by the Archive Utility corresponds to a procedure in the eaacust.kb file. The procedure names are listed below. The name of each procedure includes the name of the table to which it corresponds.

• EAProblems

• EASesion

• EACall

• EAProblem_History

• EAWork_History

If you have customized any of these tables in Expert Advisor, you must modify the corresponding procedure entry in the eaacust.kb file.

String or integer data

Depending on the type of data you added to the Expert Advisor table, you need to use a different procedure to define the new field in the eaacust.kb procedure.

• For strings, such as char and vchar fields, use AddStr

• For non-strings, such as integer and date fields, use AddNonStr

The AddStr and AddNonStr procedures take the same parameters:

( VAL Wrap : STRING, VAL Delmtr : STRING, REF str : STRING, VAL newstr : STRING)

Descriptions of the parameters follow:

• Wrap - Character placed around strings or non-strings in output text files

• Delmtr - Character used to separate columns in output text files

• str - Reference parameter whose value is defined at run time. Always use “str” as the argument for this parameter.

• newstr - The name of the new field

Refer to Appendix A, “APIs Used With the Archive Utility,” for a description of each of the file export characters to use as arguments for these parameters.



4

Example For example, if you added a column to an Expert Advisor table, you must add a new line to the procedure in eaacust.kb which corresponds to the additional column.

Suppose you added a Problem_Code field to the PROBLEM_HISTORY table in Expert Advisor in order to track the changes to problem codes. You must then add a new line to the EAProblem_History procedure in eaacust.kb which corresponds to the Problem_Code field.

Since problem codes are strings, the line you add to define the new Problem_Code field in the EAProblem_History procedure looks like this:

AddStr( STD, DELM, str, ph.problem_code);

Editing eaacust.kb

The following procedure describes how to edit eaacust.kb.

1. Open the text editor for your system.

2. From the File menu, choose Open.

3. From the Open File dialog box, select the directory where eaacust.kb is stored.

4. Select eaacust.kb.

5. Choose OK.

The file, eaacust.kb, appears in the text window of the editor.

New Problem_Code field entry



6. Scroll down to the procedure which corresponds to the Expert Advisor table you customized.

7. Add a line to represent each new field in the table.

Use AddStr or AddNonStr, as appropriate, to define the field.

8. From the File menu, choose Save.

9. Exit the text editor.

10. In the SA-EA Archive Utility program group, choose the Parse Archive Utility icon.

The Archive Utility parses.



4

•Flat File APIs Used With the Archive Utility

AAPIs Used With the Archive Utility

APIs Used With the Archive Utility


A

Flat File APIs Used With the Archive Utility

Overview If you choose to archive data to a flat file, you must be aware that manipulating the exported flat file requires significant effort. The files are large and generally unwieldy.

Choosing the flat file option results in a file that places one record from a table into one line in the file.

There are five tables from which the archive utility reads data, but there are six label types, or “tags,” for the lines in the flat file.

Flat file tags Labels are called tags in the eaacust.kb knowledgebase. The flat file tags are listed below.

• CALL

• CALLI

• SESION

• PROBLEMS

• WORK_HISTORY

• PROBLEM_HISTORY

The reason there is a CALL label as well as a CALLI label is that CALLI indicates an information call. An information call is a call that is created in Expert Advisor without opening a corresponding problem. This means that only a CALL and one or more SESION records were created in the Expert Advisor database.

Flat file format The fields in a flat file occur in the same order as they do in the Expert Advisor Entity Relationship Diagram for your particular version of Expert Advisor.

Flat File APIs Used With the Archive Utility


There is a distinction between string and non-string values. If a column is created as a char value, it is considered to be a string in the flat file. In this case, the value is surrounded by double quotes, like “string.” The delimiter for columns in the database is considered a non-string and is not surrounded by double quotes.

Creating a parse program for a flat file

When you create a program to parse the individual lines of a flat file, you need to read the tag. The tag is followed by a triple pipe sequence (|||) to differentiate the tag from the start of the first field.

When you create a parse program for a flat file, you should follow the procedure below.

1. Read the characters to the triple pipes.

2. Parse the columns. You must take into account whether the col-umns are strings or non-strings.

All strings can be customized by editing eaacust.kb. The file export characters are shown here.

• EOL IS ‘’ - end of line. This is the character placed at the end of a line in the output text file. It is currently blank. If you want a character to appear at the end of each line in the flat file, you must modify this constant accordingly.

• STD IS ‘”’ - string delimiter / wrapper. This is the character placed “around” the strings that are exported from the database tables. Strings consist of char and varchar columns, for example. The default is the double quote (“).

• DELM IS ‘,’ - column delimiter. This is the character used to separate the exported columns in the flat file export. The default is the comma (,).

• ND IS ‘’ - non-string column delimiter / wrapper. This is the character placed around non-string columns in the output text file. Its default is the empty string. In other words, nothing is wrapped around non-strings.

• SEP IS ‘|||’ - divider to separate the tags from the first column in the flat file. This is the separator between the record tag and the start of the exported data for one row in the flat file. Its default is the triple pipe (|||).

If changes are made to eaacust.kb, the file must be re-parsed.

APIs Used With the Archive Utility


A

Processing a flat file

To process a flat file created by the Archive Utility, use the following outline for the algorithm that recreates the relations between the CALL, SESION, PROBLEMS, WORK_HISTORY, and PROBLEM_HISTORY tables.

• If you read a CALLI tag, process the CALLI line and any of the following lines with the SESION tag until you see either another CALLI or a CALL tag.

• If you read a CALL tag, process the CALL line and any SESION and CALL lines until you read a PROBLEM tag. Also process the PROBLEM tag to complete all the associations.

•Archive Tables

BTables Used With the Archive Utility

Tables Used With the Archive Utility


B

Archive Tables

Overview The Archive Utility can be configured to archive data from Expert Advisor tables and place it in tables built specifically for use with the Archive Utility.

Using Archive tables

The five tables created by the archive build scripts for each database correspond exactly to five tables in Expert Advisor. The only change is the elimination of relational constraints between the tables, and the ARC designation that indicates each table’s association with the Archive Utility.

The tables are listed below.

• ARCPROBLEMS

• ARCSESION

• ARCCALL

• ARCPROBLEM_HISTORY

• ARCWORK_HISTORY

Refer to your Expert Advisor Entity Relationship Diagram or the Expert Advisor documentation set for the names of all the tables used in your version of Expert Advisor.

Numerics

32-bit requirement, 26

A

AddNonStr, 69AddStr, 69archive location

configuring, 60Archive Processing dialog box, 65archive tables, 78

ARCCALL, 78ARCPROBLEM_HISTORY, 78ARCPROBLEMS, 78ARCSESION, 78ARCWORK_HISTORY, 78creating, 39customizing, 68

Archive Utilityarchiving information calls, 20configuring, 58, 63data integrity, 20deleting data, 20Expert Advisor compatibility, 67improving Expert Advisor

performance, 20interface, 50logging on, 50modifying for DDM, 38, 43, 67moving data, 20overview, 20parsing, 35purpose, 20referential integrity, 20running, 63running on multiple machines, 66system requirements, 25using, 58warnings, 20when to use, 21

Archive Utility calendar, 55

archivingattempting to unarchive data, 21backing up data, 21before Expert Advisor upgrades, 21–

22build scripts, 78commit size, 62cross-platform, 21dates, 61deleting data, 60dropping tables, 66Estimate function, 62information calls, 20number of items, 61problems, 20schedule, 21to a database, 60to a flat file, 60, 74

archiving datesconfiguring, 61

archiving optionsconfiguring, 58

archiving problems, 20

B

backing up data, 21Browse buttons, 53build scripts

according to DBMS, 42customizing, 38–39, 67tables created, 78

C

Calendar buttons, 53, 55Archive Utility calendar, 55

case sensitivitypasswords, 51user IDs, 51

Choose Folder dialog box, 31close dates, 20

Index


Index

closed status, 61commit size

configuring, 62Configure for database dialog box, 41, 45configuring

archive location, 60archiving dates, 61archiving options, 58archiving to a database, 60archiving to a flat file, 60commit size, 62deleting archived data, 60Estimate function, 62Expert Advisor information, 59number of items to archive, 61procedure, 63

connectionstesting, 27

constraints, 78conventions, 10

button names, 11icons, 10operating systems, 10product names, 12what you type, 11

creatingarchive tables, 39destination database tables, 38–39

cross-platform archiving, 21customizing

archive tables, 68build scripts, 38–39, 67–68eaacust.kb, 38–39, 67–68procedures in eaacust.kb, 69the Archive Utility, 39, 68using AddStr and AddNonStr, 69

D

databacking up prior to archiving, 21deleting, 60reporting, 20–21

data integrity, 20data source, 29databases

archiving to, 60

backing up, 27connectivity, 27default, 28Expert Advisor, 39Oracle, 21testing the connection, 27

date ranges, 66dates

configuring, 61DB2, 21, 42, 46DDM

using with the Archive Utility, 38, 43, 67

default database, 28deleting data, 20destination database tables

creating, 38–39dialog boxes

Archive Processing, 65Choose Folder, 31Execute, 65Log On, 35, 51Open File, 70SA-Archive Database Logon, 35, 51SA-Build Database Login, 42, 46Select Components, 30Setup, 32

documentationExpert Advisor, 12online, 13

droppingarchive tables, 66

E

eaacust.kbcustomizing, 38–39, 67editing, 68example of customization, 70flat file tags, 74procedure for editing, 70

editingeaacust.kb, 68

Estimate function, 62Execute dialog box, 65Expert Advisor

closed status, 61


compatibility with the Archive Utility, 67

configuring information, 59customizations, 39, 67–68database, 39Entity Relationship Diagram, 74improving performance, 20modifications, 39, 67–68working with archived data, 21

EXPERTISE, 8

F

file export characterscolumn delimiter (DELM), 75end of line (EOL), 75non-string column delimiter (ND), 75separator (SEP), 75string delimiter (STD), 75

flat fileAPIs, 74archiving to, 60format, 74labels, 74processing, 76tags, 74

G

GUI elementsBrowse buttons, 53Calendar buttons, 53required information, 53

H

hardware requirements, 25hypermedia links

in online documentation, 16

I

information calls, 20, 74archiving, 20

Informix, 42, 46installation

backing up the database, 27

creating destination tables, 38–39customizing build scripts, 38–39, 67customizing eaacust.kb, 38–39, 67destination folder, 31EXPERTISE for ESM, 27flowchart for prerequisites, 27modifying for DDM, 38, 43, 67overview, 24parsing, 35prerequisites, 24, 27procedure, 29process outline, 25selecting components, 31system requirements, 25updating configuration files, 32

L

logon IDs, 50case-sensitivity, 51

M

moving data, 20MS-SQL Server, 42, 46multiple machines

running the Archive Utility on, 66

N

network support personnel, 8non-overlapping date ranges, 66non-string data, 75

O

online documentation, 13accessing from a compact disk or

network, 16accessing from a network, 16accessing from the compact disc, 16accessing from your desktop, 15hypermedia links, 16

Open Custom Script dialog box, 41, 45open dates, 20Open File dialog box, 70Oracle 7.x, 42, 46


Index

P

parsing, 35procedure, 35

passwordscase sensitivity, 51

prerequisites, 58procedures

AddNonStr, 69AddStr, 69configuring the Archive Utility, 63creating destination archive tables, 40EACall, 69EAProblem_History, 69EAProblems, 69EASesion, 69EAWork_History, 69editing eaacust.kb, 70installation, 29, 32modifying for DDM, 44parsing the Archive Utility, 35quitting the program, 52running the Archive Utility, 63starting the program, 50testing database connectivity, 27

Q

quitting the program, 52

R

referential integrity, 20relational constraints, 78required information, 53, 56requirements

hardware and software, 25rollback segments, 63running the Archive Utility, 63

S

SA-Archive Database Logon dialog box, 35, 51

SA-Build Database Login dialog box, 42, 46

SA-EA Archive Utility setup window, 30

SA-Expert Advisor Archive Utility window, 52, 63

SA-EXPERTISE Table Builder window, 40, 44

SA-Script Parser, 36schedule

for archiving, 21scripts

customizing, 38–39, 67Select Components dialog box, 30Setup dialog box, 32software requirements, 25SQL Configuration Editor, 28, 59starting the program, 50string, 75Sybase10.x, 42, 46system administrators, 8system requirements, 25

T

tagsCALL, 74CALLI, 74flat file, 74PROBLEM_HISTORY, 74PROBLEMS, 74SESION, 74WORK_HISTORY, 74

Test Connect to ADVISOR dialog box, 29third-party products, 10triple pipe, 75

U

unarchiving, 21user IDs, 50

case sensitivity, 51

W

warnings, 20what you should know before beginning

database management, 9Expert Advisor, 9EXPERTISE, 9operating system, 9

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