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Smart Analytics Administrator and User Guide - WSP

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1. 50 Improving accuracy for Smart Ticket Smart Analytics provides several methods to help you to increase Smart Ticket accuracy according to different data sets This section provides some best practices for you to improve the accuracy of Smart Ticket Set up data cleansing rules Data cleansing can help you prepare the data that you want to send to Smart Analytics for indexing training and analyzing By setting up proper data cleansing rules you can have better data quality which is critical to the best accuracy of auto suggestion To set up data cleansing rules see Configure data cleansing on page 23 e Choose best sample data In the definition for Smart Ticket or Hot Topic Analytics you can specify a sample data query through which you can decide what kind of data that you want to use as sample data to teach Smart Analytics to build the intelligence out of your large data volume For example you may have an Other category in your Service Manager implementation to accommodate the interactions for which the Service Desk agents cannot find a better more accurate category Normally the interactions in this Other category are not considered as good sample data for Smart Ticket We recommend that you add a filtering clause such as category Other into the Training Sample Query field to exclude those records e Apply rule based training for Smart Ticket The basic training of Smart Ticket is meaning based training which me
2. 18000 o Image Service Port The port on the host server on which the service listens for service status and control requests Default 18001 h Specify the Image Proxy Server to which the Image Server connects and then click Next Note This is the host name or IP address of the Image Proxy Server that you need to install after installing two Image Servers for the distributed setup i Check the pre installation summary and then click Install j Wait for the installation to complete and then click Done HP Service Manager 9 40 Page 17 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics 2 Repeat the previous step to install the second Image Server on a different host 3 Install the Image Proxy Server a From the installer select Distributed and then select Image Proxy Server The Image Proxy Server includes a DAH component that handles multiple Image Servers b Specify the following ports for the Image Proxy Server and then click Next o Image DAH Server Port The port on which the Image DAH listens Default 40000 o Image DAH Service Port The port on the host server on which the service listens for service status and control requests Default 40002 c Specify the IP addresses and the ports of the two Image Servers that you created for Image Proxy Server to connect to in the distributed mode and then click Next d Specify the Service Manager server and then click Next You need to s
3. and then use your desired configuration adapter id to call the second API which will return the category values Normally you only need to use the first API once to get the configuration while you can use the second API to do categorization jobs as many times as you need API 1 Get all the configurations adapters definitions Request GET http lt SM Server Address gt 13930 SM 9 rest idoladapters view expand Response example count 2 start 1 totalcount 2 Messages ResourceName idoladapter ReturnCode 0 content idoladapter adapter id 5 level1 field affected item HP Service Manager 9 40 Page 77 of 83 Smart Analytics Administrator and User Guide Appendix A Smart Analytics APIs source title description BE idoladapter adapter id 7 level1 field category level2 field subcategory level3 field product type source title description API 2 Get the categorization result based on adapter id For example id 137 company HP text my laptop is broken return top 2 suggestions Request POST http lt SM Server Address gt 13080 sm 9 rest idoladapters adapter id An example of request body idoladapter f source Critical CPU temp BIOS error message Maybe I work too hard but the temperature of my computers CPU is critical according to the error message it
4. business As a valued support customer you can benefit by using the support website to e Search for knowledge documents of interest e Submit and track support cases and enhancement requests e Download software patches Manage support contracts e Look up HP support contacts e Review information about available services e Enter into discussions with other software customers e Research and register for software training Most of the support areas require that you register as an HP Passport user and sign in Many also require a support contract To register for an HP Passport ID go to http h20229 www2 hp com pass port registration html To find more information about access levels go to http h20230 www2 hp com new_access_levels jsp HP Software Solutions Now accesses the HPSW Solution and Integration Portal website This site enables you to explore HP Product Solutions to meet your business needs includes a full list of Integrations between HP Products as well as a listing of ITIL Processes The URL for this website is http h20230 www2 hp com sc solutions index jsp HP Service Manager 9 40 Page 2 of 83 Smart Analytics Administrator and User Guide Contents Smart Analytics overview cece ccc ccc cecececcccccecececececcecetececeseetesees 6 Setting up Smart Analytics LU 7 Task 1 Install Smart Analytics 7 Installation verview 2 2 naasa aa 26 ese hi cess ALALA deans ARENES AEAEE EiS E EAIA eee sen 7 System requ
5. m The incidents that belong to a topic are displayed in the list on the right You can click the incident ID to view the incident record 4 If you want to run a custom analysis enter your keywords and then click Find Hot Topics 5 To further refine the result click Advanced Filters specify your filters and then click Find Hot Topics again The graphic is refreshed with the filtered results 6 After you identify the problem candidates select the check boxes before the incident IDs and then click Create problem to create a problem based on the selected incidents When you create the new problem the selected incidents are listed in the Related Records section of the new problem record Access Hot Topic Analytics from incident reports User Role Incident Analyst Incident Manager When viewing incident reports you can drill down to the detailed record list and then access Hot Topic Analytics for further analysis Your selected filter condition in the report is automatically used in Hot Topic Analytics if it is supported Note The fields and queries that are used to generate reports may not be supported by the Hot Topic Analytics configuration In this case Hot Topic Analytics does not take effect and cannot provide hot topic suggestions To access Hot Topic Analytics from incident reports follow these steps HP Service Manager 9 40 Page 46 of 83 Smart Analytics Administrator and User Guide User tasks 1 Log on to Se
6. on page 48 Setting Description Training The maximum records to be used as the training samples for each category Samples Per Category Default 200 HP Service Manager 9 40 Page 27 of 83 Administrator tasks Smart Analytics Administrator and User Guide Setting Description Test Data The percentage of records out of the total source data that are used to test the Coverage trained system Source Data Default 5 The percentage of records out of the total source data that are used to train the Coverage system Default 90 Training m Choose use best terms for a faster training process if you have huge data Method volume m Choose use training documents for a higher accuracy with a slower training process Default use training documents Adjust Term Select this option to automatically adjust the term weight for some terms in Weight From some categories based on testing result Test Result Default Disabled Remove Low After the training is finished by using the training documents method check Weight the weight of every training document and then remove the low weight training Document documents from the training sample pool Default Disabled Weight Threshold The threshold to remove the low weight training documents after finish training by using the training documents training method Min Number of Training Samples The minimum number of the training documents in a category Use this parameter to
7. 40 Page 68 of 83 Smart Analytics Administrator and User Guide Troubleshooting 30 06 2014 14 40 30 103 30 Normal ACI thread 103 attached to port 9000 30 06 2014 14 40 30 104 30 Normal ACI thread 104 attached to port 9000 If your Service Manager failed to connect the Image Server check the application log file in the lt Smart Analytics gt Imageserver logs directory to make sure that the Image Server is started The following is a sample message in the log file that indicates your Image Server is started successfully 19 06 2014 19 06 2014 19 06 2014 19 06 2014 19 06 2014 10 55 43 10 55 43 10 55 43 10 55 43 10 55 43 1 00 Always ACI Server starting at xxx xxx Xxxx Xxx 18000 54 00 Always 55 00 Always 57 00 Always 58 00 Always ACI Server thread 1 initialized ACI Server thread 2 initialized ACI Server thread 3 initialized ACI Server thread 4 initialized Unable to see the Multiple Company tab in the Smart Ticket configuration form 1 Make sure that the multi company mode is enabled in Service Manager To enable the multi company mode follow these steps a Click System Administration gt Base System Configuration gt Miscellaneous gt System Information Record b On the General tab select the Run in Multi Company Mode option c Click Save 2 Log out and log back in Service Manage for the change to take effect Troubleshooting Smart Analytics operation Train Index
8. 70 Hot Topic Analytics has no result after indexing 222 2 0222 e cece eee eee ec ececceeeees 70 Hot Topic Analytics isslow o oo eee 70 Unable to launch Hot Topic Analytics in the multi company mode 71 Smart Analytics Assistant T2 Troubleshooting Smart Analytics background schedule in SMIS loaa aa eee ee eee 72 Manually create and enable an instance in SMIS L A 73 Manually disable and remove an instance in SMIS e cece cece cece cence eeeeees 74 Configure the SMIS instances 74 Check task logsinSMIS eee 75 Troubleshooting Checking Smart Analytics log files You can check the following log files to help you troubleshoot Smart Analytics issues Service Manager server log This Service Manager server log file sm Log tracks all interactions between Service Manager and Smart Analytics By default the sm Log file is in the following directory lt Service Manager gt Server logs sm log HP Service Manager 9 40 Page 62 of 83 Troubleshooting Smart Analytics Administrator and User Guide Smart Analytics log files The log files from the Smart Analytics IDOL Server provide details to help you identify possible problems or invalid configurations By default you can find these log files in the following directory on the Smart Analytics IDOL Server e Linux opt HP SM SmartAnalytics IDOLServer IDOL logs e Windows Smart Analytics InstalLation gt IDOL Logs Check the following t
9. Analytics follow these steps HP Service Manager 9 40 Page 31 of 83 Smart Analytics Administrator and User Guide Administrator tasks 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Hot Topic Analytics 2 From the Analytic Corpus tab modify the following settings as needed m Index Condition Define a query to specify the records that you want to include in Hot Topic Analytics m Title Field Select a field to define the title when viewing individual incident in Hot Topic Analytics The title field is also an important data source for hot topic hunting m Contents Fields Select the data source for Hot Topic Analytics Be sure to only use text fields such as description and solution 3 From the Filter Fields tab modify the following settings as needed m Timestamp Field Select a field to indicate the time stamp for filtering m Properties Fields Select fields that can be used for advanced filtering in Hot Topic Analytics For example you can define Category or Priority as filter 4 From the Advanced tab modify the following settings as needed Expiry Day Hot Topic Analytics removes the data that was indexed longer than the setting in this field from its analysis m Max Return Results The maximum number of records returned from Hot Topic Analytics 5 Click Save to save your modification 6 Click the Start Index button to start indexing Tip You can
10. Apply a rule based training You can append the rule based analysis on top of the meaning based analysis The typical scenario is that if one particular record has the same relevancy within several categories you can append a rule to one specific category to improve the categorization accuracy Rule Field Name is where you can specify the field based on which you define the rule Apply Rule lists all the categories where you can choose the target category and set the value for the rule you want to append For example suppose there are two affected services printer San Diego and printer Shanghai You can define the rule field as Primary Contact Location City Then set value San Diego to the printer San Diego and set value Shanghai to the printer Shanghai With this rule if the contact person for the new coming record is from the San Diego office the record will be automatically filled with printer San Diego as the affected service To apply a rule based training for an auto classification follow these steps HP Service Manager 9 40 Page 29 of 83 Smart Analytics Administrator and User Guide Administrator tasks 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Smart Ticket 2 Click a task name of a Smart Ticket configuration The Smart Ticket Task screen appears 3 Goto the Rule Base tab 4 Inthe Rule Field Name field specify the field name base
11. Indexing or training failure Check the SMIS task log first and then check the information in sm Log For more information see Check task logs in SMIS on page 75 Hot Topic Analytics has no result after indexing You may need to wait for a while by default 120 seconds for Smart Analytics to commit the results from the cache to the disk Hot Topic Analytics is slow If you experience slow performance when using Hot Topic Analytics check your action history in SAA to find out which fields are used in the Fieldtext MATCH lt vaLue gt lt Field_Name gt parameter Then you HP Service Manager 9 40 Page 70 of 83 Smart Analytics Administrator and User Guide Troubleshooting can add the field name to the PropertyFieldCSVs parameter in the SetMatchFields section of the IDOL configuration file lt Smart Analytics Installation gt IDOL AutonomylDOLServer cfg Doing so may help to enhance the performance For example you can add COMPANY and CATEGORY as shown in the following example SetMatchFields PropertyFieldCSVs MATCH EDK_ MATCH_ COMPANY CATEGORY The new added match fields will automatically take effect for new data indexing after you restart the IDOL Server To regenerate the modified MatchType fields for the existing indexed data without re indexing you can add the RegenerateMatchIndex true parameter to AutonomylDOLServer cfg and then restart your IDOL Server Server RegenerateMatchIndex
12. Service Manager server and then click Next You need to specify the IP addresses or host names of the Service Manager servers that are permitted to send administrative and query actions to the Smart Analytics servers Use commas to separate multiple addresses no space before or after a comma Check the pre installation summary and then click Install If you want to change your configuration click Previous Wait for the installation to complete and then click Done Make sure that the Image Server service is started on Windows Server name Service name Image Server HP SM Smart Analytics Image Server Distributed Distributed IDOL Servers To install the IDOL Servers on Windows in the distributed setup follow these steps Note For the distributed installation you must install at least two Content Servers in different destinations to connect to the IDOL Proxy Server If you cannot decide the proper hostnames or ports during the installation or you want to change your settings after installation you can modify the following configuration files IDOL Proxy Server Smart Analytics Installation5 IDOL AutonomyIDOLServer cfg Content Server Smart Analytics Installation gt content content cfg Install the first Content Server on one host a Run the Smart Analytics installer for Windows setupSmartAnalyticsWindowsX64 exe b Check the introduction of the installer and then click Next HP Service Manager 9 40
13. a complete list of open source and third party acknowledgements visit the HP Software Support Online web site and search for the product manual called HP Service Manager Open Source and Third Party License Agreements Documentation Updates The title page of this document contains the following identifying information e Software Version number which indicates the software version e Document Release Date which changes each time the document is updated e Software Release Date which indicates the release date of this version of the software To check for recent updates or to verify that you are using the most recent edition of a document go to https softwaresupport hp com This site requires that you register for an HP Passport and sign in To register for an HP Passport ID go to http h20229 www2 hp com passport registration html Or click the New users please register link on the HP Passport login page You will also receive updated or new editions if you subscribe to the appropriate product support service Contact your HP sales representative for details Support Visit the HP Software Support Online website at https softwaresupport hp com This website provides contact information and details about the products services and support that HP Software offers HP Software online support provides customer self solve capabilities It provides a fast and efficient way to access interactive technical support tools needed to manage your
14. actions available in the hot topic map you can tailor the out of box Hot Topic Analytics For example for the out of box Hot Topic Analytics for Incidents the Create Problem action button is available You can change this action or add a new action according to your business needs To customize the actions in hot topic map follow these steps 1 Click Tailoring gt Script Library 2 Inthe Name field type IDOLModuleConfiguration and then click Search The detailed script is displayed 3 Locate the MODULE CONFIGS Javascript Object Inside MODULE CONFIGS you can see the configuration entries for different modules The entry key must correspond to the table name of an SM module For example probsummary The actions configuration section is a Javascript array The items defined in this array will be rendered as the action button in the Hot Topic Analytics chart For example you can see the following lines in the script actions f id idol action list text scmsg 1023 idol aria scmsg 1023 idol process idol hot topic view kt id idol action link incident text scmsg 1025 idol HP Service Manager 9 40 Page 59 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring aria scmsg 1025 idol process function return PDE isIncidentEnabled idol hot topic create pd incident idol hot topic create incident 4 Modify the actions configurati
15. click the Refresh Status button to refresh the index status Add Smart Analytics capability word for power users User Role Administrator To enable power users such as Service Desk Agent or Problem Coordinator to use the Smart Analytics features you need to add the idol assistant capability word to their operator records The operators with this capability word can see the Service Desk gt Create Smart Interaction and Problem Management gt Hot Topic Analytics menus and use these features HP Service Manager 9 40 Page 32 of 83 Smart Analytics Administrator and User Guide Administrator tasks Note ESS self service users are able to submit Smart Request records after you enable SM Smart Analytics No additional capability word is needed To add the idol assistant capability word to an operator record follow these steps 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Operators 2 Enter or select your search criteria and then click Search 3 Select an operator from the record list to view the operator record 4 Click the Startup tab 5 Add idol assistant in the Execute Capabilities section Configure SSL between Service Manager and Smart Analytics User Role Administrator If you want to set up an SSL connection between Service Manager and Smart Analytics follow these steps as an example Note The following steps are to create the self signed certificate which is used for you
16. displays in the message company HP top 2 Response example Messages ReturnCode idoladapter level1 field category level2 field subcategory level3 field product type HP Service Manager 9 40 3 Page 78 of 83 Smart Analytics Administrator and User Guide Appendix A Smart Analytics APIs suggest candidates level1 value request for service level2 value app infrastructure level3 value shared web hosting H level1 value request for service level2 value infrastructure level3 value server Add RESTful API to operator s capabilities To use the RESTful API you must add RESTful API to the operator s capabilities 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Operators 2 Enter or select your search criteria and then click Search 3 Select an operator from the record list to view the operator record 4 Click the Startup tab 5 Add RESTful API in the Execute Capabilities section Auto classification Javascript API This Javascript API returns an array of arrays that contains the suggested categories Syntax lib acicategory getCategoryByContent file adapterid numresult company Arguments HP Service Manager 9 40 Page 79 of 83 Smart Analytics Administrator and User Guide Appendix A Smart Analytics APIs Name Data type Required Description file Dat
17. modules you can tailor your Service Manager system For example if you want to automatically classify Change category with Process Designer enabled follow these steps 1 Define the Smart Ticket task for the Change module a From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Configuration gt Smart Tickets b Select Blank and then click the Add button c Inthe Add Smart Ticket Task form fill in the task name with any words meaningful to you d In the Configuration tab choose Change as Module Name e Inthe Training Sample Query field provide a query by using Query Builder This query decides which Change records will be sent to Smart Analytics for Smart Ticket training HP Service Manager 9 40 Page 51 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring f Enter the fields in the Change module that you want to be automatically filled by Smart Ticket For example category g Enter the fields in the Change module that you want to use as the inputs for Smart Analytics to provide suggestions For example description 2 Create new Smart Ticket rule sets for the Change workflow by referring to the following out of box Smart Ticket rule sets as examples Rule Set Description sd idol ocr This rule triggers Optical Character Recognition OCR and auto classification to fill the fields defined in the Smart Ticket definitions sd idol tun
18. normally more training sample per category leads to higher accuracy but longer training time m Source data coverage The percentage of records out of the total source data that are used to create categories Normally higher percentage means higher accuracy but there is a threshold point When the training source data percentage exceeds the threshold the margin contribution will be lowered remarkably The out of box value for this configuration is 90 which is a best number tested in the lab You can use the source data coverage calculator tool to find the best number for your data set m Document weight and term weight Enable Adjust term weight from test result to automatically adjust the term weight for some terms in some categories based on the testing result which may help improve accuracy Enable Remove low weight document to help reduce the disturbance of low relevance training samples and improve accuracy HP Service Manager 9 40 Page 49 of 83 Smart Analytics Administrator and User Guide Smart Analytics best practices By default these two parameters are disabled in the out of box environment These advanced features need your experiment to get best results You may enable either one or both e Perform tuning periodically Tuning the training result is a mechanism to continuously improve the accuracy of auto suggestion For information about how to tune the training result see Perform tuning in the Smart Tick
19. systems 38 Back up indexed data 41 Uninstall Smart Analytics 41 AA AA 43 HP Service Manager 9 40 Page 3 of 83 Smart Analytics Administrator and User Guide Createa Smart TicketinESS eee 43 Create a Smart Ticketin SRC eo kaka r bse gid KARINA YAN Maan ng KANG da MAKATI AN Nman S 44 Create a Smart Ticket in Mobility client aaa 44 Create a Smart Ticket in power user view _ 2 22 022 cece eee cece cece aaa aLa aoaaa a anaana 45 Create a problem by using Hot Topic Analytics 2 022 e eee eee ee eee ce eeecceeeeees 45 Access Hot Topic Analytics from incident reports 46 Smart Analytics best practices 48 Improving accuracy for Smart Ticket 48 Set stop phrases for Hot Topic Analytics 50 Smart Analytics tailoring a 51 Extend Smart Ticket to other Modules 51 Execute OCR in other processes 52 Add filters to the Hot Topic Analytics form 22 0 2 occ cee c eee c cee eeecceeceeceeees 54 Add Customized Query to Hot Topic Analytics a 54 Enable Hot Topic Analytics for other modules _ 2 2 2222 eee e eee eee ec ceeeecceeeeeee 55 Customize actions in hot topic map 2 022 e eee aoaaa aaa aaa La LaaLa aa a aoa anana 59 Configure Smart Analytics to support more languages 2 ceee eee ceeeecceeeeeee 61 AROUDIESNOOUA Ge 22 ees cnn TUNA ANAN O KG feashav toys sieve tt Ad nabbuvalode dnt tithe ana toes 62 Troubleshooting Checking Sma
20. this case you cannot disable or delete the instance from the SMIS configuration page The workaround is to kill the corresponding SMIS process from the Service Manager System Status page HP Service Manager 9 40 Page 75 of 83 Smart Analytics Administrator and User Guide Limitations Limitations Smart Analytics contains the following limitations in the current release e Smart Ticket In this release IT agents are unable to use the Optical Character Recognition OCR feature when creating interactions for users in the out of box environment However when Process Designer is enabled IT agents can use the Image2Text feature to copy and paste messages to the interaction records HP Service Manager 9 40 Page 76 of 83 Appendix A Smart Analytics APIs Smart Analytics provides the following out of box APIs for Smart Ticket auto classification and Hot Topic Analytics Auto classification RESTful API 77 Auto classification Javascript API 79 APIs for Hot Topic Analytics indexing _ 0 22 222 c cece cece aaao aana aaa Laana Lannan aan 81 Auto classification RESTful API Note You must add the capability word RESTful API to a user s operator record for a user to be able to execute a RESTful API request To do this see Add RESTful API to operator s capabilities on page 79 To perform auto classification you need to use two RESTful APIs Use the first API to query all the categorization configurations
21. true Tip This regeneration is executed every time when the IDOL Server restarts To save the start up time of the IDOL Server disable this option after you finish your performance tuning Unable to launch Hot Topic Analytics in the multi company mode The following error message is displayed and you are unable to launch Hot Topic Analytics in the multi company mode ERROR uncaught exception Error company table doesn t have mandanten field defined In this case you need to configure the company information in Mandanten correctly To set up company in Mandanten follow these steps 1 Click System Administration gt Ongoing Maintenance gt Mandanten gt Mandanten Field Restrictions 2 Adda new definition with probsummary as Field Name and company as Mandant Field Name HP Service Manager 9 40 Page 71 of 83 Smart Analytics Administrator and User Guide Troubleshooting Smart Analytics Assistant Smart Analytics Assistant is a build in tool that can help administrators to perform administrative tasks and troubleshoot Smart Analytics To use this tool see Use Smart Analytics Assistant on page 35 Troubleshooting Smart Analytics background schedule in SMIS In Smart Analytics some background processes are managed by Integration Manager which is a plug in based platform called Service Manager Integration Suite SMIS In the out of box system Smart Analytics have three types of SMIS instances e SMIDO
22. 14 40 30 0 00 Always Engine content state RUNNING 30 06 2014 14 40 30 0 0 Always Engine community state RUNNING 30 06 2014 14 40 30 0 Always Engine category state RUNNING 30 06 2014 14 40 30 0 00 Always Engine agentstore state RUNNING 30 06 2014 14 40 30 0 00 Always Engine view state RUNNING 30 06 2014 14 40 30 0 09 Always All 5 components started successfully 30 06 2014 14 40 30 0 39 Normal ACI Server validated operations key 30 06 2014 14 40 30 0 39 Normal ACI Server has no QPS limit 30 06 2014 14 40 30 0 39 Normal ACI Server is licensed for SSL encryption 30 06 2014 14 40 30 0 39 Normal Performed hostname lookup and converted USERCLIENTS from 127 0 0 1 gt 127 0 0 1 1 30 06 2014 14 40 30 0 39 Normal Performed hostname lookup and converted ADMINCLIENTS from 127 0 0 1 gt 127 0 0 1 1 30 06 2014 14 40 30 0 39 Normal This ACI Server will not accept unencrypted communications from ACI clients 30 06 2014 14 40 30 0 3 Normal ACI Server setting MaxInputString to 64000 30 06 2014 14 40 30 0 3 Normal ACI Server successfully loaded online help 30 06 2014 14 40 30 0 39 Normal ACI Server successfully loaded admin UI 30 06 2014 14 40 30 100 30 Normal ACI thread 100 attached to port 9000 30 06 2014 14 40 30 101 30 Normal ACI thread 101 attached to port 9000 30 06 2014 14 40 30 102 30 Normal ACI thread 102 attached to port 9000 HP Service Manager 9
23. 2 dedicated CPU XEON 3 GHz or above Supported operating systems e Windows x86 64 The most fully tested operating systems are as follows m Windows Server 2012 x86 64 m Windows Server 2008 R2 x86 64 e Linux x86 64 The minimum recommended versions are as follows Red Hat Enterprise Linux RHEL 5 m SuSE Linux Enterprise Server SLES 10 Install SM Smart Analytics servers on Windows Note Before you install the SM Smart Analytics servers make sure that your servers meet the system requirements as specified in System requirements on page 8 Standalone Standalone IDOL Server To install the IDOL Server on Windows in the standalone setup follow these steps HP Service Manager 9 40 Page 10 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics Note If you cannot decide the proper hostnames or ports that you need to enter during the installation or you want to change your settings after installation you can modify the following configuration file lt Smart Analytics Installation gt IDOL AutonomylDOLServer cfg 1 Run the Smart Analytics installer for Windows setupSmartAnalyticsWindowsX64 exe Note If you are re installing the Smart Analytics server on the same host be sure to clear the target directory before re installation 2 Check the introduction of the installer and then click Next 3 Read the License Agreement If you accept it select the corresponding option and then clic
24. Analytics form c In the Module Name field select Interaction d Enter information for all the required fields including the time stamp title contents and properties fields and then click Add Tip To fillin these fields you can refer to the out of box Hot Topic Analytics configuration and then use the same or similar settings e Click Start Index to complete indexing 2 Add a menu item to the System Navigator to display Hot Topic Analytics for Interactions a From the System Navigator click Tailoring gt Tailoring Tools gt Menus b In the Menu Name field type the parent menu where you want to add the new Hot Topic Analytics for Interactions menu item and then click Search to open the menu Tip For example you can type HOME to add the new Hot Topic Analytics for Interactions menu item to the main menu c Adda new row at the end of the menu table by entering information for the following settings HP Service Manager 9 40 Page 57 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring Setting Value Description Hot Topic Analytics for Interactions Application launch idol problem hunter Parameter Name name query Parameter Value incidents true Condition true d Click Save e Log off and log back on Service Manager Now you can access Hot Topic Analytics for Interactions by using the new menu item Note When you use the Hot Topic Analytics for Interactions a Cre
25. Determines how log files are handled when they exceed the maximum size Type one of the following to determine how log files are handled when they exceed the MaxLogSizeKBs size e Compress The log file s name is appended with a timestamp compressed and saved in the log directory By default this is a ZIP file Use the LogCompressionMode parameter to specify another compression format e Consecutive The log file s name is appended with a number and saved in the log directory When the next log file reaches its LogMaxSizeKBs size it is appended with the next consecutive number e Datestamp The log file s name is appended with a timestamp and saved in the log directory e Previous The log file s name is appended with previous and saved in the log directory Every time a log file reaches its LogMaxSizeKBs size it is given the same postfix so that it overwrites the old log file e Day Only one log file is created for each day and is appended with the current timestamp Log files are archived after they reach the LogMaxSizeKBs size Note The LogMaxSizeKBs parameter takes precedence over the LogExpireAction parameter Therefore if you set LogExpireAction to Day and the value for LogMaxSizeKBs results in more than one log file multiple log files are generated for each day HP Service Manager 9 40 Page 66 of 83 Smart Analytics Administrator and User Guide Troubleshooting Parameter Description LogOldAction Determines h
26. File Directory N A Run as system startup true To change the settings for performance tuning or troubleshooting follow these steps 1 Do one of the following to access Integration Manager Click Tailoring gt Integration Manager Type smis in the command line and then press Enter HP Service Manager 9 40 Page 74 of 83 Smart Analytics Administrator and User Guide Troubleshooting 2 Select an instance and then click Disable 3 Select the disabled instance and then click Edit 4 Change the configuration and then click Finish Check task logs in SMIS To view all the task logs click Tailoring 5 Integration Manager and then click Log For training testing tuning and index operations check the log for the SMIDOL instance to identify the corresponding task For image operation you have to check all the SMIDOLOCR instances to identify the corresponding task Tip e Besides the task log the program executed by SMIS prints log to sm log by default You can define another file to print all SMIS logs by specifying the log file directory in the SMIS instance e By default if SMIS fails to execute a task after five retries the task is set as expired and will never be triggered automatically However you can retry the task manually e If a SMIS instance is always running and obviously no background process of this instance is running this instance may be dead due to some exception that cannot be caught In
27. HP Service Manager Software Version 9 40 For the supported Windows and Linux operating systems Smart Analytics Administrator and User Guide Document Release Date December 2014 Software Release Date December 2014 Smart Analytics Administrator and User Guide Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein The information contained herein is subject to change without notice Restricted Rights Legend Confidential computer software Valid license from HP required for possession use or copying Consistent with FAR 12 211 and 12 212 Commercial Computer Software Computer Software Documentation and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license Copyright Notice 1994 2014 Hewlett Packard Development Company L P Trademark Notices Adobe is a trademark of Adobe Systems Incorporated Microsoft and Windows are U S registered trademarks of Microsoft Corporation Oracle and Java are registered trademarks of Oracle and or its affiliates UNIX is a registered trademark of The Open Group Linux is the registered trademark of Linus Torvalds in the U S and other countries For
28. L The SMIDOL instance is for the training testing index and tuning processes which are triggered in Smart Analytics Configuration Normally one Service Manager server only has one SMIDOL instance named as SMIDOL The asterisk sign is the sequence number which is usually O e SMIDOLOCR The SMIDOLOCR instance is for the image analyzing process which is triggered when users submit requests from the ESS portal including SRC and the Mobility client For performance consideration you can have multiple SMIDOLOCR instances for one Service Manager server The number of instances equals to the thread number of the Image Servers If the Image Servers cannot be connected only one instance is created The instance name is SMIDOLOCR The asterisk is the sequence number The Optical Character Recognition OCR task will be added to one of these instances after an interaction is created in ESS depending on which instance has the least tasks in queue e SMIDOLAutoFill The SMIDOLAutoFill instance is for the auto fill process If an interaction is submitted to ESS without an attachment a task will be added into this instance In addition if SMIDOLOCR is done a SMIDOLAutoFill task will be also added For performance consideration one SM server has multiple SMIDOLAutoFill instances The number of instances equals to the thread number of the IDOL Server If the IDOL Server cannot be connected only one instance will be created The instance name is
29. Page 13 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics c Read the License Agreement If you accept it select the corresponding option and then click Next d Choose an installation folder and then click Next e Select Distributed and then click Next f Select IDOL Content Server to install the first Content Server g Specify the following ports for the Content Server and then click Next o Content Server Port The port number for the Content Server Default 21000 o Content Index Port The port number for content index Default 21001 o Content Service Port The port on the server on which the service listens for service status and control requests Default 21002 h Specify the IDOL Proxy Server to which the Content Server connects and then click Next Note This is the host name or IP address of the IDOL Proxy Server that you need to install after installing two Content Servers for the distributed setup i Check the pre installation summary and then click Install j Wait for the installation to complete and then click Done 2 Register the service for the Content Server on Windows a Open the command line window b Type the following command and then press Enter cd CONTENT SERVER INSTALL DIR Note CONTENT SERVER INSTALL DIR is the directory that contains the content exe file c Type the following command and then press Enter content exe install The content service is
30. SMIDOLAutoFill The asterisk is the sequence number You can check the following topics on troubleshooting Smart Analytics background schedule in SMIS HP Service Manager 9 40 Page 72 of 83 Smart Analytics Administrator and User Guide Troubleshooting Manually create and enable an instance in SMIS UG 73 Manually disable and remove an instance in SMIS L A 74 Configure the SMIS instances c cece ccc eee nee e eee n eee e eee enneeeeeeeennaees 74 Check task logs in SMIS 2 s8i 200 cus doe shee DA Naa aaa a ele de nadn LA Reut ees xo 75 Manually create and enable an instance in SMIS The SMIDOL and SMIDOLAutoFill instances are created and enabled automatically when you enable Smart Analytics in the Smart Analytics Configuration menu The SMIDOLOCR is created and enabled automatically when you enable the Image Server in the Smart Analytics Configuration menu These instances are also created when corresponding processes are triggered such as the training testing tuning index or image process If the instance is not created automatically or you want do some troubleshooting you can manually start up these SMIS instances for Smart Analytics To create and enable a SMIS instance for Smart Analytics manually follow these steps 1 Do one of the following to access Integration Manager Click Tailoring gt Integration Manager Type smis in the command line and then press Enter 2 Click Add 3 Select the SMIDOL
31. SMIDOLAutoFill or SMIDOLOCR template and then click Next The Integration Instance Information screen is displayed 4 Change the configuration as needed and then click Next The Parameters screen is displayed 5 Do not change anything and click Next The Fields screen is displayed 6 Do not change anything and click Next The Mapping screen is displayed 7 Click Finish The main SMIS configuration screen is displayed 8 Click Enable to enable the instance HP Service Manager 9 40 Page 73 of 83 Smart Analytics Administrator and User Guide Troubleshooting Manually disable and remove an instance in SMIS The SMIDOL and SMIDOLAutoFill instances are removed when you disable Smart Analytics while the SMIDOLOCR instances are removed when you disable the Image Server in the Smart Analytics Configuration menu If you want to manually disable or delete an SMIS instance follow these steps 1 Doone of the following to access Integration Manager m Click Tailoring 5 Integration Manager m Type smis in the command line and then press Enter 2 Select an instance and then click Disable or Remove Configure the SMIS instances If the SMIDOL SMIDOLAutoFill and SMIDOLOCR instances are created automatically the default configuration is defined as follows Name SMIDOL SMIDOLAutoFill or SMIDOLOCR Note The asterisk sign is the sequence number starting from O Interval Times 30s Max Retry Times 5 Log Level INFO Log
32. Self service Users To submit a support request in SRC follow these steps 1 Log on to Service Manager from the SRC portal Click Support and then click Create Type a description for your request Add an attachment For example a screenshot of the error message Fillin other required information Click Submit An interaction is now created The fields defined in Smart Ticket configuration are automatically filled by SM Smart Analytics Create a Smart Ticket in Mobility client User Role Self service Users To submit a self service request in the Mobility client follow these steps 1 Log on to Service Manager on your mobile device Click Submit a Smart Request on the main menu Add an attachment For example a screenshot of the error message Type comments for your request Click Submit An interaction is now created The fields defined in Smart Ticket configuration are automatically filled by SM Smart Analytics HP Service Manager 9 40 Page 44 of 83 Smart Analytics Administrator and User Guide User tasks Create a Smart Ticket in power user View User Role Service Desk Agent To submit a request on behalf of a user in the power user view index do follow these steps 1 Log on to Service Manager Click Service Desk gt Create Smart Interaction Fill in the name of the contact Type a description of the issue Click Smart Classification The Category Area Subarea and Affected Service
33. Service Manager 9 40 Page 60 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring Configure Smart Analytics to support more languages User Role Administrator With the out of box configuration Smart Analytics supports the same language list that Service Manager supports If the texts entered in the records such as in title and description are not in a language that is included in the supported language list of Service Manager these texts cannot be indexed and analyzed by Smart Analytics However Smart Analytics can be configured to index and analyze texts in other languages in addition to the out of box supported languages To do this follow these steps 1 In the IDOL configuration file AutonomyIDOLServer cfg add the desired language type into the LanguageTypes section For example if you want to support Vietnamese you can add the following line into the LanguageTypes section 19 Vietnamese Tip You can refer to the AutonomylDOLServer cfg default file in the same directory as AutonomylDOLServer cfg for a full list of language types and encoding settings 2 Add encoding format and stoplist into the LanguageTypes section For example you can add the flowing configurations for Vietnamese vietnamese Encodings UTF8 vietnameseUTF8 Stoplist vietnamese dat Note The stoplist file is a text file placed in the lt Smart Analytics gt IDOL langfiles folder which contains words that you do
34. Service Manager Smart Analytics Deployment Sizing Guide which is available on HP Software Support Online https softwaresupport hp com as a white paper HP Service Manager 9 40 Page 7 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics IDOL Server standalone setup The IDOL Server standalone setup installs all the IDOL server components on one host including the content community category view and agentstore components IDOL Server distributed setup The IDOL Server distributed setup requires an IDOL Proxy Server and multiple Content Servers e The IDOL Server distributed setup installs the IDOL Proxy Server on one host which includes the community category view Distributed Index Handler DIH Distributed Action Handler DAH and agentstore components The IDOL Proxy Server automatically routes tasks to the appropriate Content Servers e The IDOL Server distributed setup also requires at least two Content Servers on different hosts The Content Server indexes collects manipulates and stores data Image Server The IDOL Image Server is required for both the standalone and distributed setups to perform the Optical Character Recognition OCR tasks You can install the Image Server on the same host as the IDOL Server in the standalone setup or the IDOL Proxy Server in the distributed setup However we recommend that you install the Image Server on a dedicated host for better performance Dist
35. Smart Analytics APIS L A 77 Auto classification RESTful API 77 Add RESTful API to operator s capabilities c cece cece eee eee cccecccccecccceeees 79 Auto classification Javascript API 79 APIs for Hot Topic Analytics indexing 2 22 e cece cece cece cece cece cceeeccceeeseeeeseeee 81 Send Documentation Feedback 82 HP Service Manager 9 40 Page 5 of 83 Smart Analytics overview Built on Service Manager SM 9 40 and using an OEM licensed version of HP IDOL SM Smart Analytics heralds the debut of the Big Data edition of Service Manager This powerful SM IDOL integration drives automation further into ITSM processes by mining unstructured data and by extracting information from different types of data Smart Analytics in the current release focuses on the following e Improving the processes of Help Desk management e Reducing the time and effort expended on interaction submittals by end users and IT professionals e Accelerating the process of problem management Smart Analytics enables your Service Manager to become a more intelligent and efficient system by extracting and understanding your content In this release Smart Analytics includes the following features Smart Ticket With Smart Ticket you can quickly submit a Service Desk record by just entering a description or attaching a picture Smart Analytics intelligently populates other fields such as category or affected services by extracting a
36. a User Role Administrator To ensure that you always have current copies of the data that IDOL Server stores we recommends that you back up IDOL Server in regular intervals By default scheduled data backup is not configured If you want to enable it you need to insert the following lines in the schedule section of the default configuration file for content store modify it accordingly and then restart the IDOL Server Schedule Backup true BackupCheckIndexUpdates TRUE BackupCompression true BackupTime 00 BackupInterva1 24 BackupMaintainStructure true BackupRetryAttempts 3 BackupRetryPause 5 NumberOfBackups 3 BackupDir E DataIndex_Backup BackupDir1 E DataIndex_Backup1 BackupDir2 E DataIndex_Backup2 For agent and category you can manually run the backup action in SAA after each training Uninstall Smart Analytics User Role Administrator If you want to uninstall Smart Analytics follow the instructions in this section Note Before you uninstall Smart Analytics we recommend that you back up your index and category data if you want to restore it in the future For backup and restore instructions see step 2 and step 7 respectively in Transfer Smart Analytics intelligence between systems on page 38 Windows To uninstall Service Manager Smart Analytics from Windows follow these steps HP Service Manager 9 40 Page 41 of 83 Smart Analytics Administrator and User Guide Administrator tasks 1 Goto Con
37. able for details about the log files in the IDOL Server File name action log agentstore_ application log agentstore_ index log agentstore_ query log application log category_ application log category_ category log category_ cluster log category_ schedule log category_ taxonomy log content application log content index log content query log HP Service Manager 9 40 Description Logs all the actions on IDOL Server Logs general application errors warnings and information relating to the agent index Logs messages relating to the indexing deletion and updating of agents Logs messages relating to the querying of agents Logs general application errors warnings and information relating to indexes Logs general application errors warnings and information relating to the category index Logs messages relating to category actions that read or manipulate the categories including errors warnings and progress information Logs messages relating to cluster actions including errors warnings and progress information Logs messages relating to the running of the Analysis Schedules that are specified in the configuration file Logs messages relating to the TaxonomyGenerate action including errors warnings and progress information Logs general application errors warnings and information relating to the data index Logs messages relating to the indexing deletion and updating of d
38. alyzing incidents to help you identify problem candidates If you want to use Hot Topic Analytics to help you identify hot topics in records from other modules such as interactions or problems you can tailor your Service Manager system You can refer to the following sections for instructions on how to enable Hot Topic Analytics for problems interactions and other modules Hot Topic Analytics for Problems To enable Hot Topic Analytics to analyze the problem records and identify change candidates follow these steps HP Service Manager 9 40 Page 55 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring k From the System Navigator click Tail Analytics form In the Module Name field select Prob Enter information for all the required properties fields and then click Add Add a new Hot Topic Analytics configuration record for the Problem Management module oring gt Database Manager Type idolpbmhunter in the Table field and then click Search to open the Hot Topic lem fields including the time stamp title contents and Tip To fill in these fields you can refer to the out of box Hot Topic Analytics configuration and then use the same or similar settings e Click Start Index to complete indexing 2 Add a menu item to the System Navigator From the System Navigator click Tail to display Hot Topic Analytics for Problems oring gt Tailoring Tools gt Menus In the Men
39. and Test buttons are disabled Indexing or training failure Hot Topic Analytics has no result after indexing Hot Topic Analytics is slow Unable to launch Hot Topic Analytics in the multi company mode Smart Analytics Assistant HP Service Manager 9 40 Page 69 of 83 Smart Analytics Administrator and User Guide Troubleshooting Train Index and Test buttons are disabled If the Train Index and Test buttons are disabled in the configuration pages for Smart and Hot Topic Analytics follow these steps 1 Make sure that in the Smart Analytics Configuration form the Smart Analytics Server Enabled option is enabled and be sure to click the Save button to save this configuration 2 If the issue still exists make sure that the upgrade to Service Manager 9 40 is successful Check that all the libraries are of the Service Manager 9 40 version The default folder is C Program Files x86 HP Service Manager 9 4 Server RUN 1lib 3 If the issue still exists you might use an old license In this case launch the Service Manager server with the new license file which includes the Smart Analytics module license For Service Manager trial version installation follow these steps a Move your old license file out of the folder The default folder is C Program Files x86 HP Service Manager 9 4 Server RUN b Run sm instanton to generate the instant on license c Restart the Service Manager server to load the instant on license
40. ans Smart Analytics builds its intelligence based on the text information of your data On top of meaning based intelligence Smart HP Service Manager 9 40 Page 48 of 83 Smart Analytics Administrator and User Guide Smart Analytics best practices Analytics also supports you to add rule based training to the Smart Ticket Those rules will further increase the suggestion accuracy especially in the case that multiple suggestion results have the same relevancy with the new record The typical scenario is that if one particular record has the same relevancy within several categories you can append a rule to one specific category to improve the categorization accuracy For how to apply a rule to the Smart Ticket task definition see Apply a rule based training on page 29 e Optimize your training for Smart Ticket Several advanced parameters defined in the Smart Ticket task definition are used to optimize the accuracy of auto suggestion Note that these settings are tradeoffs between training time and accuracy which means higher accuracy is achieved at the cost of longer training time Listed below are some best practices for these optimization configurations m Training by documents or training by terms Choose best term for a faster training process if you have huge data volume choose training documents for a higher accuracy with a slower training process m Training sample per category The maximum records for each category
41. ate Incident button is available on the form If you want to customize the action button see Customize actions in hot topic map on the next page Hot Topic Analytics for other modules To enable Hot Topic Analytics for other modules besides the steps described in previous sections to add a new Hot Topic Analytics configuration record and a new menu item you need to complete the following additional steps 1 Tailor the IDOLModuleConfiguration script file a Click Tailoring gt Script Library b In the Name field type IDOLModuleConfiguration and then click Search The detailed script is displayed c Modify the script accordingly so that it can work for the records from other modules Note In the out of box system the IDOLModuleConfiguration script file is defined only for enabling Hot Topic Analytics for Incidents Problems and Interactions HP Service Manager 9 40 Page 58 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring Tip You can search for rootcause in the script file to see where you need to make changes for the script to support other modules 2 Create new display screens formats and processes accordingly Tip You can refer to the idol hta pm display screen the idol hta pm advcontent format and the idol hot topic create problem process as examples for your tailoring Customize actions in hot topic map User Role Administrator If you want to customize the
42. box configurations are best practices based on the out of box data You can use or modify these configurations or you can add new configurations that best reflect your business needs Add a new Smart Ticket task To add a new Smart Ticket task auto classification follow these steps 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Smart Ticket 2 Select Blank from the drop down list and then click Add Note Alternatively you can choose an out of box template and then modify it 3 Type the task name for the new Smart Ticket configuration 4 Go to the Configurations tab 5 Select a module for auto classification For example Interaction 6 In the Training Sample Query field define a query to refine the sample data The default value is category service catalog which means the data that is not in the service catalog category can be selected as the training samples 7 Select the target fields to be automatically filled by SM Smart Analytics You can select up to three levels For example Category Subcategory and Area 8 Select the source fields that the auto classification is based on For example title and description 9 In the Training Optimization tab modify the settings for training optimization Note We recommend that you keep the default settings For more information on improving accuracy for Smart Ticket see Improving accuracy for Smart Ticket
43. ce Manager server run the following commands to add the certificate idolserver crt to keystore keytool import v alias sm keystore smtrust storepass password file idolserver crt 5 Update the sm ini file by adding the following lines truststoreFile smtrust truststorePass password 6 Restart the Service Manager server Use Smart Analytics Assistant User Role Administrator Smart Analytics Assistant is a build in tool for you to perform some administrative actions in Smart Analytics For example you can use this tool for troubleshooting To use Smart Analytics Assistant follow these steps 1 Inthe command line type saa and then press Enter 2 Select one of the actions for Smart Analytics from the drop down list HP Service Manager 9 40 Page 35 of 83 Smart Analytics Administrator and User Guide Administrator tasks Note Replace lt SmartAnalyticsServer gt lt port gt svariable value in the query examples with the corresponding values m Backup Category Exports a category including its descendants training documents and terms and weights to the XML format The file is stored in the path that you specified For example c4backup category The category is backed upin a zip file Query example http lt SmartAnalyticsServer gt lt port gt action BackupServer path c Wa ckup category Note By default the Smart Analytics server port is 9000 m Backup Index Exports all t
44. cs server 6 Optional Clean the target Smart Analytics server if it is not clean m Clean index To do this run the following command from the web browser on the Smart Analytics server http localhost xindexport5 DREINITIAL te You must run this command locally on the Smart Analytics server instead of using SM SAA utility due to security restrictions m Clean category To do this run the following command by using the SM SAA utility http lt idolhost gt lt aciport gt action CategoryDelete Category 0 Tip By default the ACI port is 9000 You can find all the port numbers by performing the fol lowing action in SM SAA http lt idolhost gt lt aciport gt action GetStatus 7 Restore the index and category data into the new Smart Analytics server by running the following commands from the SM SAA utility on the target SM server m http lt idolhost gt lt indexport gt DREADD c path to lt xxx gt idx amp CreateDatabase True m http lt idolhost gt lt categoryport gt action RestoreServer amp filename c backup_category lt xxx gt zip m http lt idolhost gt lt categoryport gt action CategorySyncCatDR Gl Now the target Service Manager server works for both Smart Ticket and Hot Topic Analytics as the source Service Manager server does HP Service Manager 9 40 Page 40 of 83 Smart Analytics Administrator and User Guide Administrator tasks Back up indexed dat
45. d on which you define the rule 5 Click Apply Rule and then click Search A list containing all the categories appears where you can choose the target category and set the value for the rule that you want to apply 6 Click a category 7 Inthe Rule Field Value field set the value for the rule that you want to apply 8 Click the Apply Rule button Perform tuning in the Smart Ticket definition Another way to improve the accuracy of Smart Ticket is to perform tuning continually for the Smart Ticket definition To perform tuning in the Smart Ticket definition follow these steps 1 Service Desk agents select tuning candidates during their daily work a In an interaction record update the fields suggested by Smart Ticket if the suggested values are incorrect such as category or affected service b After the interaction is closed from the interaction record click More gt Add to Tuning Records to add this record as a tuning candidate for Smart Ticket Note The Add to Tuning Records option is only available when an interaction is in the Closed status 2 Asystem administrator tunes Smart Ticket after a period of time to increase the accuracy a From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Smart Ticket b Click a task name of a Smart Ticket configuration The Smart Ticket Task screen appears HP Service Manager 9 40 Page 30 of 83 Smart Analytics Administ
46. e 53 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring 2 Update the sd escalate process a Open the sd escalate process and then go to the RAD tab b Locate the se view engine RAD application c In the Post RAD Expressions section of the se view engine RAD application add the following statement if L es action added normal resetrec then L void jscall IDOL_OCR_Esclation processOCRPD L file G my language Add filters to the Hot Topic Analytics form User Role Administrator In the out of box system the Hot Topic Analytics form contains some pre defined filter fields If you want to add more filter fields follow these steps 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Hot Topic Analytics 2 Goto the Filter Fields tab 3 Inthe Properties Fields section select fields that can be used for advanced filtering in Hot Topic Analytics For example you can define Category or Priority as filter 4 Click Save to save your modification 5 Add the new filter fields into the Hot Topic Analytics form by using form designer The format name is idol hta im pd advcontent for Service Manager Codeless and idol hta im advcontent for Service Manager Classic Note Make sure that you re index the module for the new filter fields to take effects Add Customized Query to Hot Topic Analytics User Role Admin
47. ensure that a certain number of training samples will not be remove when the system removes the low weight training documents 10 Click Add The new auto classification task is now added to the Current Configuration List Perform training and testing To perform a training for a Smart Ticket task follow these steps HP Service Manager 9 40 Page 28 of 83 Smart Analytics Administrator and User Guide Administrator tasks 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Smart Ticket 2 Click the task name of a Smart Ticket configuration The Smart Ticket Task screen appears 3 Click the Training button to start training this auto classification Tip You can click Refresh Status to view the latest training status 4 When the training is done click Testing When the testing is finished you can view an estimated result of the accuracy for this auto classification in the Testing Result field Tip The quality of the sample data is critical to the accuracy of the auto classification To refine your sample data you can define a query in Training Sample Query field under the Configurations tab For more best practices to improve accuracy see Improving accuracy for Smart Ticket on page 48 Tip If you disable or enable the Multi Company mode for Service Manager you need to delete the existing Smart Ticket configuration tasks and re create them before you perform training
48. erver HP Service Manager 9 40 Page 15 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics a From the installer select Distributed and then select IDOL Proxy Server The IDOL Proxy Server includes the community category view DIH DAH and agentstore components b Specify the following ports for the proxy server and then click Next o IDOL Server Port The action ACI port number Default 9000 o IDOL Index Port The port number for index actions Default 9001 o IDOL Service Port The port on the host server on which the service listens for service status and control requests Default 9002 c Specify the IP addresses and the ports of the two Content Servers that you installed in the previous steps and then click Next d Specify the Service Manager server and then click Next You need to specify the IP addresses or host names of the Service Manager servers that are permitted to send administrative and query actions to the Smart Analytics servers Use commas to separate multiple addresses no space before or after a comma e Check the pre installation summary and then click Install f Wait for the installation to complete and then click Done 5 Make sure that the services for the corresponding servers are started on Windows Server name Service name on Windows IDOL HP SM Smart Analytics Proxy Server Proxy Server Content content Servers Note The service name is the same as
49. ery http lt SmartAnalyticsServer gt lt port gt action indexerGetStatus View Action History Displays a log of requests including the date and time that a request was made the client IP address that made the request and the internal thread that handled the action Query example http lt SmartAnalyticsServer gt lt port gt action GRL format xml View Root Category Detail Displays the root categories after training Query example http lt SmartAnalyticsServer gt lt port gt action CategoryGetHierDetails HP Service Manager 9 40 Page 37 of 83 Smart Analytics Administrator and User Guide Administrator tasks m View Status Requests details about all components Check whether all components are up and running check how many documents are in each database Query example http lt SmartAnalyticsServer gt lt port gt action GetStatus 3 Click Run The result of the action is displayed Transfer Smart Analytics intelligence between systems User Role Administrator As an administrator you may want to transfer the intelligence in Smart Analytics from one system to another system For example when you finish testing Smart Analytics in your testing environment you may want to migrate the configured Smart Analytics to your production environment To transfer Smart Analytics from one environment source to another environment target follow these steps HP Service Manager 9 40 Page 38 of 83 S
50. es Execute OCR when escalating an interaction to an incident in the Service Manager Classic mode To execute OCR when escalating an interaction to an incident in Service Manager Classic follow these steps 1 Adda new ScriptLibrary such as IDOL OCR Esclation as follows function processOCRNonPD interaction language var ocrResult lib IDOL Utilities process0CR interaction description language if ocrResult interaction doSave system functions rtecall refresh vars L errorcode interaction 2 Update the cc first log2 process a Open the cc first log2 process and then go to the RAD tab b Locate the cc save RAD application c Inthe Post RAD Expressions section of the cc save RAD application add the following statement if L exit normal then L void jscall IDOL_OCR_ Esclation processOCRNonPD L file G my language Execute OCR when escalating an interaction to an incident in the Service Manager Codeless mode To execute OCR when escalating an interaction to an incident in Service Manager Codeless follow these steps 1 Adda new ScriptLibrary such as IDOL_OCR_Esclation as follows function processOCRPD interaction language var ocrResult lib IDOL Utilities process0CR interaction description language if ocrResult interaction doSave system functions rtecall refresh vars L errorcode interaction HP Service Manager 9 40 Pag
51. et definition on page 30 Set stop phrases for Hot Topic Analytics User Role Administrator If you want to add stop phrases for Hot Topic Analytics follow these steps 1 Make sure the following configuration is defined in the AutonomyIDOLServer cfg file QuerySummaryStopPhraseMode 9 2 Run Hot Topic Analytics and then find the topics that you want to remove from the topic map 3 Stop the Smart Analytics server 4 Add those words as stop phrases in the content main qssp db file 5 Start the Smart Analytics server 6 Run Hot Topic Analytics again Now those stop phrases are no longer displayed in the topic map HP Service Manager 9 40 Page 50 of 83 Smart Analytics tailoring This section provides the following tailoring best practices for Smart Analytics Extend Smart Ticket to other modules 020 51 Execute OCR in other processes 52 Add filters to the Hot Topic Analytics form aa 54 Add Customized Query to Hot Topic Analytics 54 Enable Hot Topic Analytics for other modules __ 2 02 2 eee cece eee cece nannan noana nannan 55 Customize actions in hot topic map 2222222002 59 Configure Smart Analytics to support more languages 2 anaoa anaana anaana 61 Extend Smart Ticket to other modules User Role Administrator In the out of box system Smart Ticket auto classification is only enabled for the Service Desk module If you want to use this feature in other
52. evel 2 fields that are configured in the idoladapter this function will use their values as the parent schema to suggest child category to get better accuracy In this example the level 1 field is specified as f category incident which means the returned suggestion will all belong to the incident category HP Service Manager 9 40 Page 80 of 83 Smart Analytics Administrator and User Guide Appendix A Smart Analytics APIs APIs for Hot Topic Analytics indexing If you want to tailor the index schedule of Hot Topic Analytics you can use the following out of box Javascript APIs to control when to run the index task e lib aciindex manualFullReindex You can use this API to manually run a full index for the specified file that is used by Hot Topic Analytics e lib aciindex manuallncrementallndex You can use this API to manually run an incremental index for the specified file that is used by Hot Topic Analytics These two functions will run in synchronous mode We recommend that you run these two functions in the background schedule of HP Service Manager Syntax lib aciindex manualFullReindex file lib aciindex manualIncrementalIndex file Arguments Name Data type Required Description file Datum Yes This argument is the Service Manager table for example object probsummary that holds the input source data Note Make sure that the fields of this file have been added into the Filter Fields section in the Hot Topic Ana
53. fields are intelligently populated with the most likely values based on the analysis by SM Smart Analytics Meanwhile SM Smart Analytics also suggests some other possible values for you to choose from Note If you are not satisfied with the values suggested by SM Smart Analytics you can click the Fill Field icon to manually choose a value for each field Click Continue The full interaction form is displayed and the corresponding fields are populated with the values that you specified in the previous step Complete the interaction with additional information if needed and then proceed with your record accordingly Create a problem by using Hot Topic Analytics User Role Problem Manager You can easily identify problem candidates based on the hot areas automatically suggested by Hot Topic Analytics Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics To find problem candidates by using Hot Topic Analytics follow these steps HP Service Manager 9 40 Page 45 of 83 Smart Analytics Administrator and User Guide User tasks 1 Log on to Service Manager from the web client 2 Click Problem Management gt Hot Topic Analytics 3 View the hot topics suggested by Hot Topic Analytics m The size of a topic indicates the heat of the topic The background color of a topic is just to identify the topic m You can click a hot topic to drill down to the sub topics
54. he index documents of a database from the Smart Analytics server to a series of compressed files in the following working directory of the Smart Analytics server lt Smart Analytics InstalLation gt IDOL content If no DatabaseMatch is specified all documents are exported Query example http lt SmartAnalyticsServer gt lt indexPort gt DREEXPORTIDX DatabaseMatc h lt variable values Note By default the index port is 9001 Restore Category step 1 Restore Imports the category information contained in the backup file Query example http lt SmartAnalyticsServer gt lt port gt action RestoreServer filename c backup_category zip HP Service Manager 9 40 Page 36 of 83 Smart Analytics Administrator and User Guide Administrator tasks m Restore Category step 2 Synchronize Synchronizes the category information Query example http lt SmartAnalyticsServer gt lt port gt action CategorySyncCatDRE C m Restore Index Restores the index IDX or XML files located on a machine that Smart Analytics can access directly into Smart Analytics If no DREDbName is specified the dbname of the indexed file is used Query example http lt SmartAnalyticsServer gt lt indexPort gt DREADD c path to lt xXXX 1dx gt amp DREDbName lt variable value gt amp CreateDatabase True View Index Status Checks the status of index actions in the Smart Analytics index queue Qu
55. ice Manager on page 22 Note If you want to set up an SSL connection see Configure SSL between Service Manager and Smart Analytics on page 33 2 Set up data cleansing configuration See Configure data cleansing on page 23 3 Configure Smart Ticket See Configure Smart Ticket on page 26 4 Configure Hot Topic Analytics See Configure Hot Topic Analytics on page 31 5 Add the idol assistant capability word to the operator records See Add Smart Analytics capability word for power users on page 32 Upgrade Smart Analytics from 9 34 to 9 40 Note If you did not install SM 9 34 Smart Analytics you can skip this section Otherwise follow the instructions in this section to upgrade your SM 9 34 Smart Analytics to SM 9 40 Smart Analytics To upgrade SM 9 34 Smart Analytics to SM 9 40 Smart Analytics follow these steps HP Service Manager 9 40 Page 20 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics 1 Upgrade Service Manager Applications from 9 34 to 9 40 by using the SM upgrade tool which will copy your customized Smart Analytics related data to 9 40 2 Back up the following Smart Analytics configuration files m lt Smart Analytics Installation5 IDOL AutonomyIDOLServer cfg a lt Smart Analytics Installation gt ImageServer imageserver cfg m lt Smart Analytics Installation5 IDOL langfiles english dat and other dat files that you want to move to Smart Analytics 9 40 m lt Smart A
56. ing action This rule sends the record to the tuning list Tip For information about how the design workflows and rule actions refer to the Process Designer documents in the Service Manager help center 3 Add the Smart Ticket rule sets that you created to the Change workflow a From Change Management gt Configuration gt Change Workflows select the workflow to which you want to apply the Smart Ticket rule For example standard change b Select the Registration and Categorization phase c Click the Rule Sets tab in the property section d Select the On Exit event e Select the Smart Ticket rule that you created Execute OCRin other processes User Role Administrator Optical Character Recognition OCR is an out of box feature for Smart Ticket which can extract texts from images and then put the text into the interaction records when submitting requests by using Smart Ticket If you want to execute OCR when proceeding with other processes such as escalating saving or closing records you can refer to the following example to tailor your Service Manager HP Service Manager 9 40 Page 52 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring The following example describes how to execute OCR when escalating an interaction to an incident in Service Manager Codeless and Service Manager Classic modes You need to make changes accordingly if you want to execute OCR on other actions in different modul
57. irements 220 2 eee eee eee e ees 8 Hardware requirements _ 2 2 02 c cece cece cence ccc ccc ceeececcececceeeesceeeeeees 9 Supported operating systems 10 Install SM Smart Analytics servers on Windows 2 cece eee ce cece ceeececeeeees 10 Sondae szea 42 3 anan eee oie cldy2tin oe es Dass Noe see Senda NT ASE See 10 DistribUted ow nic302 oe teehee coated doe A ged Pe ceexe Peete aie 2 Tee 13 Install SM Smart Analytics on Linux 20 00 a 18 Task 2 Enable and configure Smart Analytics in Service Manager _ 22 20 Upgrade Smart Analytics from 9 34 to 9 40 LL 20 Administrator tasks 22 Enable Smart Analytics in Service Manager 22 Configure data cleansing 23 Configure Smart Ticket aaa maa NLA NBSA DS BA cee idl ee bese seed ececsbeeifieiseseeeeive 26 Add a new Smart Tickettask oaan a0aa aonana arana aanraai ranir nan onnan 27 Perform training and testing 2 002 eco anaana oaaao aaa Aaaa LaLa Da aLa anaana 2an 28 Apply a rule based training a 29 Perform tuning in the Smart Ticket definition 30 Configure Smart Ticket for multi company nanaonan cece eee ec cceeeceeeeeeeee 31 Configure Hot Topic Analytics eee 31 Add Smart Analytics capability word for power users 32 Configure SSL between Service Manager and Smart Analytics 33 Use Smart Analytics Assistant 35 Transfer Smart Analytics intelligence between
58. istrator HP Service Manager 9 40 Page 54 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring In the out of box system you can only use the pre defined filter fields on the Hot Topic Analytics form If you want to tailor your system to add more filter fields see Add filters to the Hot Topic Analytics form on the previous page In addition if you want to add the Customized Query capability when you use Hot Topic Analytics you can follow the instructions in this section to tailor your system With the Customized Query capability you can use Query Editor to build more complex queries based on your specific needs Note You can only use the fields that are specified in the Properties Fields section of the Hot Topic Analytics configuration Otherwise your queries will not take effect because the fields that you use are not included in the intelligence of Hot Topic Analytics To add Customized Query to the Hot Topic Analytics form follow these steps 1 Click Tailoring gt Script Library 2 Inthe Name field type IDOLModuleConfiguration and then click Search The detailed script is displayed 3 Search for the isCustomizedQueryEnabled parameter 4 Change the value of isCustomizedQueryEnabled from false to true 5 Click Save to save your change Enable Hot Topic Analytics for other modules User Role Administrator In the out of box system Hot Topic Analytics is only available for an
59. k Next 4 Choose an installation folder and then click Next The default installation folder is C Program Files x86 HP Service Manager 9 4 SmartAnalytics 5 Select Standalone and then click Next 6 Select IDOL Server and then click Next The IDOL Server includes the content community category view and agentstore components 7 Specify the following ports for IDOL Server and then click Next m IDOL Server Port The action ACI port number Default 9000 m IDOL Index Port The port number for index actions Default 9001 m IDOL Service Port The port on the host server on which the service listens for service status and control requests Default 9002 8 Specify the permitted Service Manager server and then click Next You need to specify the IP addresses or host names of the Service Manager servers that are permitted to send administrative and query actions to the Smart Analytics servers Use commas to separate multiple addresses no space before or after a comma 9 Check the pre installation summary and then click Install If you want to change your configuration click Previous HP Service Manager 9 40 Page 11 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics 10 Wait for the installation to complete and then click Done 11 Make sure that the IDOL Server service is started on Windows Server name Service name Standalone IDOL Server HP SM Smart Analytics Server Standa
60. le loading the Java VM If you encounter the error message Windows error 216 occurred while loading the Java VM when installing Smart Analytics it indicates that you are running the installer on a 32 bit Windows which Smart Analytics does not support For more information see System requirements on page 8 HP Service Manager 9 40 Page 67 of 83 Smart Analytics Administrator and User Guide Troubleshooting Failed to start Smart Analytics IDOL Server with error message If you see an error message that indicates the msvcr100 dll file is missing from your computer install Net Framework 3 5 or a higher version and Visual C Redistributable X64 package You can download these two packages from Microsoft website Failed to connect Smart Analytics IDOL Server or Image Server If your Service Manager failed to connect the Smart Analytics IDOL Server check the application log file in the lt SM Smart AnaLytics gt IDOL logs directory to make sure that the Smart Analytics IDOL Server is started You also need to make sure that the following five components are started agent store content community category and view If any component is not running normally restart the Smart Analytics IDOL Server The following is a sample message in the log file that indicates your Smart Analytics IDOL Server and the five components are started successfully 30 06 2014 14 40 30 0 Always Determining child engine status 30 06 2014
61. lone Image Server To install the Image Server on Windows in the standalone setup follow these steps Note If you cannot decide the proper hostnames or ports that you need to enter during the installation or you want to change your settings after installation you can modify the following configuration file lt Smart Analytics Installation gt ImageServer imageserver cfg 1 Run the Smart Analytics installer for Windows setupSmartAnalyticsWindowsX64 exe Note If you are re installing the Smart Analytics server on the same host be sure to clear the target directory before re installation 2 Check the introduction of the installer and then click Next 3 Read the License Agreement If you accept it select the corresponding option and then click Next 4 Choose an installation folder and then click Next The default installation folder is C Program Files x86 HP Service Manager 9 4 SmartAnalytics 5 Select Standalone and then click Next 6 Select Image Server and then click Next 7 Specify the following ports of the Image Server and then click Next m Image Server Port The port for sending actions to the Image Server Default 18000 m Image Service Port The port on the host server on which the service listens for service status and control requests Default 18001 HP Service Manager 9 40 Page 12 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics 10 11 Specify the permitted
62. lytics configuration System Administration 5 Ongoing Maintenance gt Smart Analytics gt Hot Topic Analytics For more information see Configure Hot Topic Analytics on page 31 HP Service Manager 9 40 Page 81 of 83 Send Documentation Feedback If you have comments about this document you can contact the documentation team by email If an email client is configured on this system click the link above and an email window opens with the following information in the subject line Feedback on Smart Analytics Administrator and User Guide Service Manager 9 40 Just add your feedback to the email and click send If no email client is available copy the information above to a new message in a web mail client and send your feedback to ovdoc ITSM hp com We appreciate your feedback HP Service Manager 9 40 Page 82 of 83
63. mart Analytics Administrator and User Guide Administrator tasks 1 Prepare an unload file from your source SM File name Query Idolcategorytest true Idolserverinfo true Number name cate2idolid or name cate2idoltestid or name idol cate2idol2 true counters table name idol idolDataFilter true idoladapter true idolindex true idolpbmhunter true idolsecgroup true idoltestresult true idoltestsample true idoltuning true 2 Back up index and category data of the original Smart Analytics server To do this run the following commands in the SM Smart Analytics Assistant SAA utility http lt idolhost gt lt indexport gt DRE EXPORTIDX FileName c backup index http lt idolhost gt lt categoryport gt action BackupServer amp path c backup __ category Tip lt idolhost gt is the address of the Smart Analytics server By default the index port is 9001 and the category port is 9020 Note For how to use the SM SAA utility see Use Smart Analytics Assistant on page 35 3 Copy the generated index and category backup files to the file system of the target Smart Analytics server HP Service Manager 9 40 Page 39 of 83 Smart Analytics Administrator and User Guide Administrator ta sks 4 Import the unload file that you generated in step 1 into the target SM server 5 In the target SM server configure the Smart Analytics server to connect to the address of the new Smart Analyti
64. mplementing the Smart Analytics Create a Smart TicketinESS eee 43 Create a Smart TicketinS5RC iirinn rnare diarena NEESER EEI Erara ENEE aR EEE 44 Create a Smart Ticket in Mobility client 0c cee eee e eee eee eee e eee eeeeaee 44 Create a Smart Ticket in power user view Uu 45 Create a problem by using Hot Topic Analytics 00 0 e eee eee cce cece ceeeceeeeeeees 45 Access Hot Topic Analytics from incident reports 46 Create a Smart Ticket in ESS User Role Self service Users If you have installed and enabled Smart Analytics a new menu Submit a Smart Request is automatically added to leverage the power of the Smart Ticket feature Clicking it opens a new simplified request form that only requires attachment or comments to submit a request which simplifies the process of submitting the ESS support requests To submit a self service request using Smart Ticket in self service user view ess do follow these steps 1 Log on to Service Manager 2 Click Submit a Smart Request 3 Click Add File to attach an image file For example a screenshot of the error message 4 Type comments for your request 5 Click Submit An interaction is now created The fields defined in Smart Ticket configuration are automatically filled by SM Smart Analytics HP Service Manager 9 40 Page 43 of 83 Smart Analytics Administrator and User Guide User tasks Create a Smart Ticket in SRC User Role
65. n items during installation refer to the installation section for Windows 3 Run the corresponding commands to start the SM Smart Analytics servers that you installed m DOL Server for the standalone setup or IDOL Proxy Server for the distributed setup INSTALL DIR scripts StartIDOL sh Tip If you want to stop the IDOL Server or the IDOL Proxy Server run the following command INSTALL DIR scripts StopIDOL sh m Content Server in the distributed setup INSTALL DIR content startContent sh Tip If you want to stop the Content Server run the following command INSTALL DIR content stopContent sh m Image Server INSTALL DIR scripts StartImageserver sh Tip If you want to stop the Image Server run the following command INSTALL DIR scripts StopImageserver sh HP Service Manager 9 40 Page 19 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics m Image Proxy Server INSTALL DIR scripts StartImageDAH sh Tip If you want to stop the Image Proxy Server run the following command INSTALL DIR scripts StopImageDAH sh Tip If you want to uninstall SM Smart Analytics see Uninstall Smart Analytics on page 41 Task 2 Enable and configure Smart Analytics in Service Manager To enable and configure Smart Analytics follow these steps 1 In Service Manager set up the connection to the Smart Analytics servers and enable Smart Analytics See Enable Smart Analytics in Serv
66. nalytics InstaLLation gt IDOL logs application log The following example confirms that SSL is in use 17 07 2014 18 27 23 0 00 Always Engine content state RUNNING 17 07 2014 18 27 23 0 00 Always Engine community state RUNNING 17 07 2014 18 27 23 0 00 Always Engine category state RUNNING HP Service Manager 9 40 Page 34 of 83 Smart Analytics Administrator and User Guide Administrator tasks 17 07 2014 17 07 2014 17 07 2014 17 07 2014 17 07 2014 17 07 2014 17 07 2014 18 18 18 18 18 18 18 27 27 27 27 27 27 27 23 23 23 23 23 23 23 0 0 0 0 0 0 0 09 Always 09 Always 00 Always 30 Normal 30 Normal 30 Normal 30 Normal Engine agentstore state RUNNING Engine view state RUNNING All 5 components started successfully ACI Server validated operations key ACI Server has no QPS limit ACI Server is licensed for SSL encryption This ACI Server will not accept unencrypted communications from ACI clients 17 07 2014 18 27 23 0 30 Normal Running with FIPS mode inactive 17 07 2014 18 27 23 0 30 Normal ACI Servers runs in SSL mode If you test from a web browser by entering a command such as https lt SmartAnalyticsServer gt 9000 a warning message is displayed If you continue the response in the browser indicates that unencrypted communications are disallowed which confirms that SSL is working 4 Inthe Servi
67. nalytics Installation gt IDOL content main qssp 3 Back up index and category data in the Smart Analytics server of SM 9 34 For instructions see step 2 in Transfer Smart Analytics intelligence between systems on page 38 4 Install SM 9 40 Smart Analytics For instructions see Task 1 Install Smart Analytics on page 7 5 Restore the backup files in steps 2 and 3 into the SM 9 40 Smart Analytics server For instructions see step 7 in Transfer Smart Analytics intelligence between systems on page 38 HP Service Manager 9 40 Page 21 of 83 Administrator tasks This section includes the following topics to help you configure or troubleshoot Smart Analytics as administrators Enable Smart Analytics in Service Manager Configure data cleansing Configure Smart Ticket Add a new Smart Ticket task Perform training and testing Apply a rule based training Perform tuning in the Smart Ticket definition Configure Smart Ticket for multi company Configure Hot Topic Analytics Add Smart Analytics capability word for power users Configure SSL between Service Manager and Smart Analytics Use Smart Analytics Assistant Transfer Smart Analytics intelligence between systems Back up indexed data Uninstall Smart Analytics Enable Smart Analytics in Service Manager User Role Administrator To enable Smart Analytics in Service Manager and set up connections follow these steps 1 From the System Navigator click System Administration gt Ongoi
68. nd analyzing the content that you entered in the record Hot Topic Analytics Hot Topic Analytics intelligently displays an interactive diagram indicating the hot topics among recent incidents This enables you to easily discover incident trends and identify problem candidates HP Service Manager 9 40 Page 6 of 83 Setting up Smart Analytics To set up Service Manager 9 40 Smart Analytics complete the following tasks e Task 1 Install Smart Analytics below e Task 2 Enable and configure Smart Analytics in Service Manager on page 20 Note If you are upgrading your SM 9 34 Smart Analytics to SM 9 40 Smart Analytics see Upgrade Smart Analytics from 9 34 to 9 40 on page 20 Task 1 Install Smart Analytics To install Smart Analytics follow the instructions in these sections Note Before you install Service Manager 9 40 Smart Analytics make sure that you have installed or upgraded to Service Manager 9 40 Applications Installation overview 7 System requirements _ 2 22 2 a 8 Install SM Smart Analytics servers on Windows 0 aaa 10 Install SM Smart Analytics on Linux 18 Installation overview Smart Analytics is powered by HP IDOL You need to prepare the Smart Analytics servers to deploy Smart Analytics You can deploy the Smart Analytics servers as a standalone or distributed system depending on the amount of data to index and the number of actions to process Note For more information see the
69. ng Maintenance gt Smart Analytics gt Configuration 2 Make sure that the Smart Analytics Server Enabled check box is selected to enable Smart Analytics HP Service Manager 9 40 Page 22 of 83 Smart Analytics Administrator and User Guide Administrator tasks Tip You can clear the selection if you want to disable the Smart Analytics feature or if you need to disconnect Service Manager from the Smart Analytics IDOL Server 3 Enter the address and port for the IDOL Server standalone setup or the IDOL Proxy Server distributed setup and then click Test Connection 4 Make sure that Image Server Enabled check box is selected to enable the Optical Character Recognition OCR feature for the Smart Ticket Note This OCR feature for Smart Ticket only functions when the Smart Analytics Server Enabled option is selected in step 2 5 Enter the address and port for the Image Server standalone setup or the Image Proxy Server distributed setup and then click Test Connection 6 Click Save Configure data cleansing User Role Administrator The purpose of data cleansing is to remove unwanted contents from the data set that is used to train and index into Smart Analytics as well as in runtime processing Note The data cleansing configurations will be applied to all the fields that are defined as Content or Category based on following fields in the configuration GUI To add a data cleansing configuration follow these s
70. not want to be treated as keywords in the query requests to IDOL 3 Save the file Note The AutonomyIDOLServer cfg configuration file does not affect the language support for the Optical Character Recognition OCR feature OCR recognizes images based on the language setting specified in the contact record of a user in Service Manager If no language is set in the user s contact record English is used as the default value in image recognition by Smart Analytics HP Service Manager 9 40 Page 61 of 83 Smart Analytics Administrator and User Guide Troubleshooting Troubleshooting This section contains the following topics to help administrators to troubleshoot Smart Analytics Troubleshooting Checking Smart Analytics log files 62 Troubleshooting Smart Analytics setup 2 22022 aoaaa anaana oaaao aoaaa cceeeecceeeeeeeeeeeees 67 Unable to install Smart Analytics with an error message Windows error 216 occurred while loading the Java YM 67 Failed to start Smart Analytics IDOL Server with error message 68 Failed to connect Smart Analytics IDOL Server or Image Server eee ee eee 68 Unable to see the Multiple Company tab in the Smart Ticket configuration form 69 Troubleshooting Smart Analytics operation 2 20 2 occ e cece eee cece cc ceecccceeeceeeeees 69 Train Index and Test buttons are disabled c eee eee e ene eeeeeeees 70 Indexing or training failure
71. ocuments Logs messages relating to query processes Page 63 of 83 Smart Analytics Administrator and User Guide Troubleshooting File name Description content Logs the query terms DiSH collects this log stream using the service port to queryterms log produce statistics based on query terms index log Logs the index actions that the Smart Analytics server receives query log Logs all the requests that the Smart Analytics server receives stats index log Logs the statistics of the Smart Analytics server By default the IDOL Server keeps the log files in the logs folder and compresses the log files into the zip files when the size reaches 20480 KBs You can customize the settings according to your requirements For example if you want to delete history log files automatically whenever the number of log files is more than 100 you can add Log01dAction Delete and LogMax01dFiles 100 into the configuration file The following items are the default logging configuration of the IDOL Server LogArchiveDirectory logs archive LogDirectory logs LogTime TRUE LogEcho FALSE LogLevel normal LogExpireAction compress LogOldAction move LogMaxSizeKBs 20480 You can find these configuration items in the Logging section of the IDOL configuration file which is located in the following path by default lt SmartAnalytics Installation gt IDOL AutonomyIDOLServer cfg The following table lists the description for these configuration i
72. on section to add the definition for the new action The parameters that you need to specify are described in the following table Parameter Description id A unique value to identify which action button is clicked The id value also has the CSS style attached Currently two styles are available m idol action list has an Open icon m idol action link has a Link icon text The action button label that is displayed on the chart aria Texts used for accessibility process Represents the SM process name The process is invoked when the action button is clicked The configuration value can be either a text string or a function that returns a text string When the process is invoked two additional variables are available a L idol selected filename the current module table name m L idolselected query the SM query to retrieve the selected records in the Hot Topic Analytics chart For example you can modify the following lines accordingly and add them to the script id idol action link others text Link to some other module aria Link to some other module process idol link to other module 5 Click Save to save your change in the script file 6 Create the process that you use for the new action button For example you need to create the idol link to other module process that you specified in step 4 In the process you can define the behaviors when the action button is clicked HP
73. ow log files are handled when the maximum number of log files is exceeded Type one of the following to determine how log files are handled when the LogDirectory has reached the maximum number of log files as determined by the LogMaxOldFiles parameter e Delete The log files are deleted e Move The log files are moved to the specified LogArchiveDirectory LogMaxSizeKBs Maximum log file size in kilobytes If you do not want to restrict the log file size type 1 The LogExpireAction parameter determines how a log file is handled after it has reached its maximum size LogMaxOldFiles Maximum number of log files in the log directory The maximum number of log files the specified LogDirectory can store before the application runs the specified LogOldAction If you do not want to restrict how many log files the LogDirectory can store type 1 default 1 unlimited Troubleshooting Smart Analytics setup Unable to install Smart Analytics with an error message Windows error 216 occurred while loading the Java VM 2 02222 022 eee e Dy ces ese ee LADY GA ols se ng EEEE E AA NANANG sare even oes 67 Failed to start Smart Analytics IDOL Server with error message 68 Failed to connect Smart Analytics IDOL Server or Image Server 68 Unable to see the Multiple Company tab in the Smart Ticket configuration form 69 Unable to install Smart Analytics with an error message Windows error 216 occurred whi
74. pecify the IP addresses or host names of the Service Manager servers that are permitted to send administrative and query actions to the Smart Analytics servers Use commas to separate multiple addresses no space before or after a comma e Check the pre installation summary and then click Install f Wait for the installation to complete and then click Done 4 Make sure that the services for the corresponding servers are started on Windows according to your installation Server name Service name on Windows Image Proxy Server HP SM Smart Analytics Image Proxy Server Image Server HP SM Smart Analytics Image Server Tip If you want to uninstall SM Smart Analytics see Uninstall Smart Analytics on page 41 Install SM Smart Analytics on Linux Note Before you install the SM Smart Analytics servers make sure that your servers meet the HP Service Manager 9 40 Page 18 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics system requirements as specified in System requirements on page 8 To install the SM Smart Analytics servers on Linux follow these steps 1 Obtain the SM Smart Analytics installer setupSmartAnalyticsLinuxX64 bin for Linux from the SM Smart Analytics installation media 2 Run the installer from the command line or by using the GUI interface on the Linux server and then follow the on screen instructions to install SM Smart Analytics Tip For more information on the configuratio
75. r internal use and testing only 1 Use OpenSSL to generate the SSL certificate files for the Smart Analytics server a Generate a private key openssl genrsa out idolserver key 2048 b Generate a Certificate Signing Request CSR openssl req new key idolserver key out idolserver csr c Generate a self signed certificate openssl x509 req days 365 in idolserver csr signkey idolserver key out idolserver crt HP Service Manager 9 40 Page 33 of 83 Smart Analytics Administrator and User Guide Administrator tasks 2 Configure the certificate in the Smart Analytics server a Update the AutonomyIDOLServer cfg file as follows server SSLConfig SSLOption1 SSLIDOLComponents TRUE SSLOption1 SSLMethod SSLV23 SSLCertificate lt absoLlute path to the idolserver crt file gt SSLPrivateKey lt absolute path to the idolserver key file gt IndexServer SSLConfig SSLOption1 DataDRE SSLConfig SSLOption1 CatDRE SSLConfig SSLOption1 AgentDRE SSLConfig SSLOption1 Agent SSLConfig SSLOption1 b Update the AgentStore cfg file as follows server SSLConfig SSLOption1 SSLIDOLComponents TRUE IndexServer SSLConfig SSLOption1 SSLOption1 SSLMethod SSLV23 SSLCertificate cabsolute path to the idolserver crt file gt SSLPrivateKey lt absolute path to the idolserver key file gt 3 Restart the Smart Analytics server and then verify that SSL is in use m Check the log file lt Smart A
76. rator and User Guide Administrator tasks c Goto the Tuning tab d Click Manage Tuning Records to open Tuning Records where you can find all the tuning candidates e Delete the meaningless or inappropriate records The rest of records will be used in tuning Smart Ticket f Click the Tuning button to start the tuning process Configure Smart Ticket for multi company SM Smart Analytics supports multi tenancy When multi company mode is enabled in Service Manager you can configure specific Smart Ticket task to apply to multiple companies when applicable The Smart Ticket configuration takes effect on these companies individually by segregating their data in Smart Analytics database To specify the companies in a Smart Ticket configuration follow these steps 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Smart Ticket 2 Click a task name of a Smart Ticket configuration The Smart Ticket Task screen appears 3 Click the Multiple Company tab and then do one of the following m Click Add Company to add companies to this configuration Note A training is needed if you add a new company Click Remove Company to remove companies from this configuration Tip If you are unable to see the Multiple Company tab see the related topic in Troubleshooting Smart Analytics setup on page 67 Configure Hot Topic Analytics User Role Administrator To configure Hot Topic
77. registered successfully without any prompt HP Service Manager 9 40 Page 14 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics Tip If you want to remove the content service run the following command content exe uninstall 3 Repeat the previous two steps to install the second Content Server on a different host and register the service Tip We recommend that you install the second Content Server on a different host for the distributed setup However if you want to install the second Content Server on the same host as the first Content Server follow these step a Create a directory at the same level of the first Content Server For example you can name it as content2 b Copy the following files from installation directory of the first Content Server to the directory that you created in the previous step o langfiles o modules o content cfg o content exe o licensekey dat c Rename content exe to a different name such as content2 exe d Rename content cfg to the same name as the exe file in the previous step such as content2 cfg Make sure that the new file name without extension for cfg matches the new file name for exe otherwise the Content Server cannot start e Edit the cfg file as needed For example at least you need to modify the ports to avoid port conflict f Register the new content service by following the same instruction in step 2 4 Install the IDOL Proxy S
78. ributed Image Servers In large systems where you want to process a very large number of documents you can use multiple Image Server instances In this case you can use an Image Proxy Server that includes a Distributed Action Handler DAH to distribute actions to each Image Server to ensure that each Image Server receives a similar number of requests System requirements This section lists the hardware requirements and the supported operation systems for the Smart Analytics servers HP Service Manager 9 40 Page 8 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics Hardware requirements Standalone IDOL Server e Adedicated SCSI disk e 32 GB RAM 4 GB minimum Note If you want to install the Image Server on the same machine as the standalone IDOL Server at least 8 GB RAM is required e 200 GB Disk e 8cores CPU a minimum of 2 dedicated CPU XEON 3 GHz or above Distributed IDOL Server For IDOL Proxy Server e Adedicated SCSI disk e 32 GB RAM 4 GB minimum e 100 GB Disk e 8 cores CPU a minimum of 2 dedicated CPU XEON 3 GHz or above For each Content Server e A dedicated SCSI disk e 4GBRAM 100 GB Disk e Aminimum of 2 dedicated CPU XEON 3 GHz or above HP Service Manager 9 40 Page 9 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics Image Server and distributed Image Server e Adedicated SCSI disk e 4GBRAM e 100 GB Disk e Aminimum of
79. rt Analytics log files 62 Troubleshooting Smart Analytics setup 67 Unable to install Smart Analytics with an error message Windows error 216 occurred while loading the Java VM _ oo eee 67 Failed to start Smart Analytics IDOL Server with error message 22 2202 68 Failed to connect Smart Analytics IDOL Server or Image Server 68 Unable to see the Multiple Company tab in the Smart Ticket configuration form 69 Troubleshooting Smart Analytics operation aaa 69 Train Index and Test buttons are disabled 70 Indexing or training failure 0 0 o elec ce eee cece cc eee ccceeeceeeeeteeeeseees 70 Hot Topic Analytics has no result after indexing 2 22 0222 c cece eee cece eee ceeeeeee 70 Hot Topic Analytics is Slow ne ede a e E eee 70 Unable to launch Hot Topic Analytics in the multi company mode 71 Smart Analytics Assistant T2 Troubleshooting Smart Analytics background schedule in SMIS a T2 HP Service Manager 9 40 Page 4 of 83 Smart Analytics Administrator and User Guide Manually create and enable an instance in SMIS UA 73 Manually disable and remove an instance in SMIS L A 74 Configure the SMIS instances _ 2 2 22 c cece aLaaa LALLA LaLa anaana 74 Check task logs in SMIS a c eee c cece cc ceeecececcscceesseseetseseeees 75 Limitations essieu ee tee on pth bead Bpo mamang eee AB train ca 8 a 76 Appendix A
80. rvice Manager from the web client Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics 2 Click Incident Management gt Incident Overview The Incident Overview dashboard is displayed 3 Click a section in a report where you can drill down the report and view the detailed record list For example if you click the section indicating High priority from the Incident Backlog by Priority report the incidents with high priority are listed in the record list 4 From the incident record list click More gt Hot Topic Analytics The Hot Topic Analytics for incidents is displayed and the hot areas are suggested based on the specific filter that is used to drill down the report For example the high priority incidents 5 Check the hot topics suggested by Hot Topic Analytics 6 After you identify the problem candidates select the check boxes before the incident IDs and then click Create problem to create a problem based on the selected incidents When you create the new problem the selected incidents are listed in the Related Records section of the new problem record HP Service Manager 9 40 Page 47 of 83 Smart Analytics best practices This section provides the following best practices on how you can configure and use Smart Analytics so that it brings more value to your business Improving accuracy for Smart Ticket 48 Set stop phrases for Hot Topic Analytics
81. tarted appendix error log Details XXXXXXXXXXXXXXXX end of appendix appendix error log end of appendix SQL Server is down and cannot be restarted Page 25 of 83 Smart Analytics Administrator and User Guide Administrator tasks Original content Start pattern End pattern After cleansing Original content Start pattern End pattern After cleansing SQL Server is down and cannot appendix error log Details XXXXXXXXXXXXXXXX end of appendix appendix error log End of line SQL Server is down and cannot XXXXXXXXXXXXXXXX end of appendix SQL Server is down and cannot appendix error log Details XXXXXXXXXXXXXXXX end of appendix appendix error log End of document SQL Server is down and cannot Note Regular expressions are not supported be be be be restarted restarted restarted restarted 5 Select the Match Case check box if you only want to find the texts that match the case of the text or pattern that you entered 6 Select the Active check box to activate this configuration 7 Click Add The new data cleansing configuration is now added Configure Smart Ticket User Role Administrator Smart Ticket provides the following two out of box auto classification configurations e Category e Affected Service HP Service Manager 9 40 Page 26 of 83 Smart Analytics Administrator and User Guide Administrator tasks These out of
82. tems Parameter Description LogArchiveDirectory Path to log archive directory Type the directory in which you want the application to archive old log files when LogOldAction is set to Move LogDirectory Path to log directory LogTime Displays time with each log entry Enable this parameter to display the current time next to each log entry in the log file Possible values TRUE or FALSE LogEcho Displays logging messages on the console Possible values TRUE or FALSE HP Service Manager 9 40 Page 64 of 83 Smart Analytics Administrator and User Guide Troubleshooting Parameter Description LogLevel The log levels are hierarchical from least logging to most logging You can use the LogLevelMatch parameter to specify which messages are reported relative to the specified LogLevel For example if LogLevelMatch LessThan and LogLevel Warning Normal and Full message types are reported The following are the possible values for this parameter e Always Basic processes are logged Note This produces only minimal logging and no errors are logged e Error Errors are logged e Warning Errors and warnings are logged e Normal Errors warnings and basic processes are logged e Full Every occurrence is logged Note This produces a large log file and can affect performance HP Service Manager 9 40 Page 65 of 83 Smart Analytics Administrator and User Guide Troubleshooting Parameter Description LogExpireAction
83. teps 1 From the System Navigator click System Administration gt Ongoing Maintenance gt Smart Analytics gt Data Cleansing 2 Select a module For example Interaction 3 Select one of the following actions HP Service Manager 9 40 Page 23 of 83 Smart Analytics Administrator and User Guide Administrator tasks m Remove Remove the matched texts and index the rest to SM Smart Analytics Include Extract and index the texts between the start pattern and the end pattern exclusively m Exclude Exclude the texts that match the pattern including start end and all the words between them and index the rest to SM Smart Analytics 4 Enter the text or pattern for the action that you selected For the Remove action you only need to type the text string to be removed For the Include and Exclude actions the start pattern is the text string that you need to specify while the end pattern can be one of these options a text string that you specify end of line or end of document To learn how the text or pattern takes effect see the following examples m Example of the Remove action Original content Specified text to be removed After cleansing telephone communication history with customer Microsoft Office keeps asking for installation of additional components language packs telephone communication history with customer Microsoft Office keeps asking for installation of additional components lang
84. the file name of content exe without the exe extension If you change content exe to content 1 exe the service name will be content Distributed Image Servers To install the Image Servers on Windows in the distributed setup follow these steps HP Service Manager 9 40 Page 16 of 83 Smart Analytics Administrator and User Guide Setting up Smart Analytics Note e For the distributed installation you must install at least two Image Servers in different destinations to connect to the Image Proxy Server e f you cannot decide the proper hostnames or ports during the installation or you want to change your settings after installation you can modify the following configuration files Image Proxy Server Smart Analytics Installation5 ImageDAH dah cfg Image Server Smart Analytics Installation5 ImageServer imageserver cfg 1 Install the first Image Server on one host a Run the Smart Analytics installer for Windows setupSmartAnalyticsWindowsX64 exe b Check the introduction of the installer and then click Next c Read the License Agreement If you accept it select the corresponding option and then click Next d Choose an installation folder and then click Next e Select Distributed and then click Next f Select Image Server to install the first Image server g Specify the following ports for the Image Server and then click Next o Image Server Port The port for sending actions to the Image Server Default
85. trol Panel gt Programs gt Uninstall a program 2 Select HP SM 9 40 Smart Analytics and then click Uninstall Change The Unistall HP 5M 9 40 Smart Analytics wizard is displayed 3 Click Next 4 If you want to completely remove Smart Analytics select Complete Uninstall If you want uninstall specific Smart Analytics features select Uninstall Specific Features 5 Click Next and then follow the on screen instructions to uninstall Smart Analytics Linux To uninstall Service Manager Smart Analytics from Linux follow these steps 1 Goto the uninstall folder under the Smart Analytics installation directory 2 Type uninstaller from the command line interface to view the uninstallation options and instructions Note As the Maintenance Mode is not enabled in the SM Smart Analytics uninstaller the parameters under the Maintenance Mode are not applicable 3 Use the available commands and then follow the on screen instructions to uninstall Smart Analytics For example you can use uninstaller i console to launch a command line based interactive uninstall process If you log on to the system through X Window you can launch the graphical uninstaller by using the uninstaller i swing command You can specify the features that you want to uninstall or you can uninstall Service Manager Smart Analytics completely HP Service Manager 9 40 Page 42 of 83 User tasks This section includes some typical user tasks after i
86. u Name field type the parent menu where you want to add the new Hot Topic Analytics for Problems menu item and then click Search to open the menu Tip For example you can type HOMI menu item to the main menu Setting Description Application Parameter Name Parameter Value Condition d Click Save HP Service Manager 9 40 name rootcause E to add the new Hot Topic Analytics for Problems Add a new row at the end of the menu table by entering information for the following settings Value Hot Topic Analytics for Problems launch idol problem hunter query true true Page 56 of 83 Smart Analytics Administrator and User Guide Smart Analytics tailoring e Log off and log back on Service Manager Now you can access Hot Topic Analytics for Problems by using the new menu item Note When you use the Hot Topic Analytics for Problems a Create Change button is available on the form If you want to customize the action button see Customize actions in hot topic map on page 59 Hot Topic Analytics for Service Desk Interactions To enable Hot Topic Analytics to analyze the Service Desk interaction records and identify incident candidates follow these steps 1 Adda new Hot Topic Analytics configuration record for the Service Desk module a From the System Navigator click Tailoring 5 Database Manager b Type idolpbmhunter in the Table field and then click Search to open the Hot Topic
87. uage packs m Examples of the Include action Original content Start pattern End pattern After cleansing HP Service Manager 9 40 Description of the issue Sent items are not being sent by Outlook Actions suggested by help desk agent asked customer to check network connection status shows connection is OK description of the issue actions suggested by help desk agent Sent items are not being sent by Outlook Page 24 of 83 Smart Analytics Administrator and User Guide Administrator tasks Original content Start pattern End pattern After cleansing Original content Start pattern End pattern After cleansing Description of the issue Items are not sent by Outlook Actions suggested by help desk agent asked customer to check network connection status shows connection is OK description of the issue End of line Items are not sent by Outlook Description of the issue Sent items are not being sent by Outlook Actions suggested by help desk agent asked customer to check network connection status shows connection is OK description of the issue End of document Sent items are not being sent by Outlook Actions suggested by help desk agent asked customer to check network connection status shows connection is OK m Examples of the Exclude action Original content Start pattern End pattern After cleansing HP Service Manager 9 40 SQL Server is down and cannot be res
88. um Yes This argument contains the object that holds the input object source data For example an incidents file with title and description adapterid Integer Yes This argument contains the id you use to call createAndTrainingOne Category or adapter id in idoladapter numresult Integer Yes This argument controls the number of suggested categories to return company String No The company that the categories belong to Note If you use an adapterid with the multi company setting configured you must specify this parameter in your request Return values An array of arrays that contains the suggested categories For example incident hardware hardware failure incident performance performance degradation incident failure job failed Example This example assumes that you configure a category group for interactions is configured as the following id 201 Source fields title and description Category fields category subcategory product type Then the Javascript API can be used as in the following example var f new SCFile incidents f title my pc is broken f description Starting from yesterday my pc cannot be started Both battery and power adapter looks good The pc itself was very hot before it is broken f category incident print lib JSON json stringify lib acicategory getCategoryByContent f 201 3 es If the input parameter file includes value of level 1 and l

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