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Deployment and Operations Guide for Consulting Services
You should put here an overview of the document including appropriate things like the intent of the document, the intended audience, prerequisite knowledge, etc. Prepared For: Prepared By: TIBCO Professional Services Group Document Revisions:
Suggestions for using this document template This document template provides a comprehensive structure for recording the information regarding where the various TIBCO (and related non-TIBCO) components are deployed for a project. Depending upon how your project is organized, this document may be left as a single document, it may be split into several documents, or its contents can be used to augment the outlines of existing project documentation. Some common alternatives are: Single Document: for relatively independent small projects (less than 10 people on the technical team) the document outline can be used as-is. Separate Deployment Guide and Separate Operations Guide – If there are 2 different teams at the customer siteone for deployment of the projects and other for maintainance and operations then this document can be divided into 2 separate documents. Chapters 1-4 can be split off into a separate deployment guide while 5-8 can be part of Operations guide. As hinted above, each service/project will generally will have its own document with a structure similar to this one covering the deployment and operations of that service as an entity unto itself.
Trademarks Technologies described herein are either covered by existing patents or patent applications are in progress. All brand and product names are trademarks or registered trademarks of their respective holders and are hereby acknowledged.
Confidentiality The information in this document is subject to change without notice. This document contains information that is confidential and proprietary to TIBCO Software Inc. and may not be copied, published, or disclosed to others, or used for any purposes other than review, without written authorization of an officer of TIBCO Software Inc. Submission of this document does not represent a commitment to implement any portion of this specification in the products of the submitters.
Content Warranty The information in this document is subject to change without notice. THIS DOCUMENT IS PROVIDED "AS IS" AND TIBCO MAKES NO WARRANTY, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO ALL WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TIBCO Software Inc. shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance or use of this material. For more information, please contact: TIBCO Software Inc. 3303 Hillview Avenue Palo Alto, CA 94304 USA
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TIBCO Deployment and Operations Guide for
Table of Contents Consulting Services....................................................................................................................................1
2 Brief Overview Of Architecture......................................................................8 2.1 Introduction.........................................................................................................................8 2.2 Business Use Case............................................................................................................8 2.3 Logical Architecture ...........................................................................................................9 2.4 Components and Role .......................................................................................................9
4 Deployment Instructions...............................................................................14 4.1 Deployment Specific Values.............................................................................................14 4.2 Global Variable ................................................................................................................15 4.3 Hawk Configuration Steps................................................................................................15 4.4 Deployment Verification....................................................................................................15
5 Monitoring.......................................................................................................16 6 Operating Procedures...................................................................................17 6.1 Start the System ..............................................................................................................17 6.2 Maintenance Shutdown of the System.............................................................................17 6.3 Maintenance Task (if any)................................................................................................18 6.4 Production Change Request and Migration Procedures...................................................18
8 Support Information......................................................................................21 8.1 Support Structure.........................................................................................21 8.1.1 Teams and Members...........................................................................................21 8.1.2 Support Strategy and Escalation Channels.........................................................21 8.1.3 Application Errors.................................................................................................21 8.1.4 System Errors......................................................................................................21 8.1.5 General Contact Information................................................................................21 8.2 TIBCO Support Information..............................................................................................22 8.2.1 Product maintenance...........................................................................................22 8.2.2 TIBCO Product Support Procedures....................................................................23 8.2.3 Reporting TIBCO Product problems....................................................................24
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Table of Figures Figure 1 Integration Use Cases...........................................................................8 Figure 2 Logical Architecture..............................................................................9
Table of Tables Table 1 Integration Use Case Descriptions........................................................9 Table 2 TIBCO Components..............................................................................10 Table 3 Databases...............................................................................................10 Table 4 Deployment Physical Inventory...........................................................11 Table 5 Deployment Object................................................................................12 Table 6 Deployment Product Checklist............................................................12 Table 7 Subject/Destination Names..................................................................13 Table 8 UDP Ports Inventory.............................................................................13 Table 9 TCP Ports Inventory..............................................................................13 Table 10 Deployment Steps...............................................................................14 Table 11 Deployment Specific Environment Variables...................................15 Table 12 Deployment Specific Global Variables..............................................15 Table 13 Troubleshooting Instructions............................................................19 Table 14 Email Notifications..............................................................................20 Table 15 Support Contact Info...........................................21 Table 16 TIBCO Support Contact Info..............................................................23
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1 Document Overview 1.1
Background
Explain how this particular project fits in the overall context of the enterprise. If this project is a subset of a larger project, detail its relationship to the larger overall effort. Explain what motivated the project.
1.2
Document Purpose
Define the objectives of the document. These include providing sufficient information so that personnel not actively involved in the design of the application/service can effectively deploy and operate the application/service. Assume that reader has a sufficient understanding of the deployment mechanics related to TIBCO products and other referenced components. Consequently, details of how the deployment is accomplished do not need to be included. The “Quote to Cash” Service consists of a number of Business Works processes and adapters, and operates in conjunction with the Siebel CRM and Lawson ERP system. The objectives of this document include the physical deployment of various TIBCO components involved in this service, the operational monitoring of the service, and basic troubleshooting of the service. This document does not cover the deployment and operation of either the Siebel or Lawson system. The Operations Guide is intended as a reference to the operations and support staffs in order to properly maintain and operate the TIBCO software used for the . The contents will also serve as background for external support resources needing a quick understanding of the environment as they begin to work with the teams in supporting or consulting roles. This document should be a living document, maintained by local administrator(s) and/or contractors as required whenever changes are made to the networks and software described herein. It is a supplement to the various TIBCO software administration and user guides, and should not replace those references.
1.3
Related Documents
Reference related documents, including: Application/service Requirements document Application/service Architecture and Design document Appropriate best practice guides Any other document specific to customer (as needed)
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TIBCO Deployment and Operations Guide for
2 Brief Overview Of Architecture Use this section to describe architecture in brief and do not go into design or implementation details.
2.1
Introduction
Introduce the project briefly here The first phase of Order Automation project focuses primarily on the Order phase of the “Quote to Cash” business process aiming to achieve objectives - Automate, centralize and simplify quote to order process and Integrate CRM and ERP process. “Quote to Cash” Phase 1 implements integration between Siebel 7.5 CRM and Lawson 7.3 ERP system using TIBCO enterprise integration product suite.
2.2
Business Use Case
Briefly name the various use cases involved in this business process with couple of lines description of each. It will be helpful to add a high level use case diagram here.
Lawson Shipment Shipping
Siebel Quote
Siebel Order
Sales
Lawson Order
TIBCO
Order Management
Figure 1 Integration Use Cases Each use case is briefly described in the table below:
Business Use Case
Description
1. Order is created in Siebel from Siebel Quote
When an order is created in Siebel from quote, the information about the order is sent to Lawson and is inserted into Lawson in pending order table and the email is sent to user informing about the new order. The status of Siebel order is then changed from “Sending” to “On Hold”
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2. Order is synced/created in Lawson as per Siebel order
User then manually checks the customer cross-reference information in Lawson and releases the order for sync. This release order for sync gets the order details from Siebel and new order is created in Lawson as per the details of Siebel order. The status of Siebel order is changed from “On Hold” to “Released for Shipment” as well as the order number in Siebel is updated to match Lawson order number.
3. Order is shipped in Lawson
When order is shipped in Lawson, the status of corresponding order in Siebel is changed from “Released for Shipment” to “Shipped” and the corresponding record is removed from Pending Order table in Lawson. Table 1 Integration Use Case Descriptions
2.3
Logical Architecture
Provide an overview of the architecture designed to satisfy above use cases Business Work HTTP/LOGAN_CGI
Lawson 7.3
DesignEngine er Process TRA
Oracle DB
TIBCO Messaging Bus
Adapter for Siebel
Oracle DB
Adapter for Oracle
ODBC
Siebel 7.5
Figure 2 Logical Architecture
2.4
Components and Role
Provide an overview of the all TIBCO and non-TIBCO components involved in this process and their role
TIBCO Component Name
Role
TIBCO Rendezvous
Rendezvous daemons is the messaging system that is foundation of TIBCO Active Enterprise
TIBCO BusinessWorks (BW)
Provides business process definition, transformation, deployment and management for both short and long-lived operations
TIBCO Adapter for Active Database
For publish and subscribe access to data records in a relational database (Lawson Oracle Database)
TIBCO Adapter for Siebel
For publish and subscribe access to BO/BC in Siebel 7.5 server.
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TIBCO Administration Server and GUI
Monitoring, users and systems management, provides configuration info to BW process engines and adapters at runtime
TRA and TIBCO Microagent
TRA = TIBCO Hawk agent, responsible for sending Hawk messages to TIBCO Admin Server; TIBCO Micro Agent is responsible for collecting local machine information and send to TRA. Table 2 TIBCO Components
Application/DB Name
Role
Siebel 7.5 CRM
Source of order data
Lawson 7.3 ERP
Target for order data Table 3 Databases
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3 Deployment Architecture 3.1
Deployment Pre-requisites
Very often when an application or service is to be deployed there are components that must be in place. This section describes these components. Prior to deploying the “Quote To Cash” service, the following components must be in place: Siebel 7.5 CRM Lawson 7.3 ERP
3.2
Deployment Server Inventory
Briefly explain deployment architecture here. This should include end systems as well as any SAN/NAS devices and/or cluster used for FT purposes. It will be helpful to add physical deployment topology for Production environment here. The EAI machines as well as Siebel and Lawson application servers used in DEV, TEST and PROD environment are as follows:
EAI machine1
EAI machine2
EAI cluster (optional)
DEV
TEST
PROD
-
Siebel Server
Siebel DB server
Siebel SID
Lawson server
Lawson SID
Table 4 Deployment Physical Inventory A complete inventory of items needed to deploy the component or service along with their source location. This inventory must include everything required for deployment except the prerequisites listed in the previous section. The Sales Order Service deployable artifacts include 2 TIBCO Business Works EAR files, a database script, 3 hawk rulebases, and a JAVA jar file.
This section should provide inventory of all the subject names/destination names used by TIBCO RV/EMS depending on the messaging infrastructure used for the project.
Subject Name
Explanation
..adsbl.SiebelAdapterPublishe r.PubSaleOrder
Message published by Siebel Publisher when Order is created in Siebel from Quote
..adsbl.SiebelAdapterSubscrib er.SubSaleOrder
Message published by Business Works process engine to change the Siebel Order Status 1. From “Sending” to “On Hold”
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2. From “On Hold” to “Released for Shipment” 3. From “Release for Shipment” to “Shipped” Table 7 Subject/Destination Names
3.5
Ports Inventory
This section should provide inventory of all the ports used by TIBCO RV/EMS depending on the messaging infrastructure used for the project as well as all the subject names for RV/ destination names for EMS.
UDP Port
Description
7500
UDP port for all TIBCO Rendezvous data
7474
UDP port for all TIBCO Hawk traffic Table 8 UDP Ports Inventory
TCP Port 7500
Description
7474
Connection port for Hawk client connection to RVD or RVRD
Connection port for client connection to RVD or RVRD
EMS Server Port Port used by TIBCO Administrator Table 9 TCP Ports Inventory
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4 Deployment Instructions Describe what needs to be deployed, and in what sequence. Provide additional details as needed. Explicitly indicate dependencies on prior steps. During deployment the actual values should be updated so that the document reflects the as-deployed application/service. The following table outlines the deployment steps for the Sales Order Service:
Start the Business Works processes Deployed via steps 1 and 2
5
Etc… Table 10 Deployment Steps
4.1
Deployment Specific Values
In this section, document any standard settings whose values must be established along with the actual values. If there are multiple deployments, create one table for each deployment.
Environment Item
Value
TIBCO Home Directory
/opt/TIBCO
TIBCO Administration Domain TIBCO Administrator HTTP Port TIBCO Administrator AJP 1.3 Port TIBCO Administrator Shutdown Port TIBCO Administrator Apache Warp Connector Port
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etc.
Table 11 Deployment Specific Environment Variables
4.2
Global Variable
In this section, document any global variables defined in the project whose values must be set via TIBCO Administrator during deployment. Also document the actual values. If there are multiple deployments, create one table for each deployment. Do NOT document any passwords here. Global Variable
Deployment Value
JMS_Server
Tcp://server2:17322
JMS_User SIEBEL_SID Etc.
Table 12 Deployment Specific Global Variables
4.3
Hawk Configuration Steps
In this section, add details regarding hawk rulebases defined for the project, if any, such as rule base names, checking condition, actions, the hostname on which this rule is deployed etc.
4.4
Deployment Verification
List any verifications steps that the implementer can use to verify the service is running. If all that can be done is to verify a machine process is executing, then state that. If a better means can be used, such as pulling up a web page, then state exactly how. To verify proper installation, use the Administrator and verify that the Business Works processes are running normally.
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5 Monitoring In this section the routine monitoring of the application/service should be described. If the monitoring is automatic, the mechanism should be described. If some form of manual monitoring is required, that should be described as well. The “Quote To Order” Service is routinely monitored by the Hawk rulebases installed with the service. These rule bases will report errors and warnings to the EAI administrators via emails.
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6 Operating Procedures In addition to what is described in this section, make sure to include in this section a description of all TIBCO Hawk rules, along with their use, how to configure, and how to manage. This section should cover start-up and shut down of system, as well as any other required operational procedures (generate reports, logs, auditory, exception handling, error recovery, etc.), and build tools if necessary. There are two kinds of operational procedures that will need to be managed by the EAI support staff. One is the TIBCO infrastructure support tasks, and the other is the application support tasks. In addition to start/stop during regular maintenance windows, EAI support staffs can scan the system log files generated by different TIBCO processes for errors/warnings through the TIBCO Admin GUI, and troubleshoot problems when TIBCO Hawk-managed TIBCO components cannot recover from errors by themselves. For application specific operational procedures, the EAI staffs’ responsibilities are limited to the auxiliary supporting role to the application team itself. These responsibilities are usually limited to run daily queries against the log DB to generate reports, and facilitate and validate resending data upon request.
6.1
Start the System
In this section, add details on how to start the system. This should include the detail steps on sequence of hardware and as well as software process to start, if any. Make sure that the following processes are running as Windows services on the active node of the cluster. In case of any service not running, start them in the following order. TIBCO Administration Server TIBCO BusinessWorks Process Engine (SaleOrderProcessEngine) TIBCO ActiveDatabase Agent (SaleOrderADB) TIBCO Adapter for Siebel (GetSaleOrder) TIBCO Adapter for Siebel (SubSaleOrder) The above components are registered as Microsoft Cluster Services and hence should be controlled by Microsoft Cluster Server Administrator.
6.2
Maintenance Shutdown of the System
In this section, add details on how the system should be shutdown on one of the FT nodes (if any) for maintainance shutdown. Sequence in which processes should be stopeed etc. On the active node, bring all the TIBCO resources “offline” in the following order: o
TIBCO Adapter for Siebel (PubSaleOrder)
o
TIBCO Adapter for Siebel (SubSaleOrder)
o
TIBCO Adapter for Siebel (GetSaleOrder)
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o
TIBCO ActiveDatabase Agent (SaleOrderADB)
o
TIBCO BusinessWorks Process Engine (SaleOrderProcessEngine)
o
TIBCO Administration Server
Important Note: Please make sure that TIBCO Administrator Server should be the LAST service to be taken offline. Stop all the TIBCO processes TIBCO processes can be stopped individually by executing the individual stop scripts or can be killed using scripts ‘pskill.exe’ located in “s:\eaiphase1\utils” (as s:\eaiphase1\pskill.exe pid). Change group or initiate failure of to let cluster failover.
6.3
Maintenance Task (if any)
In this section, add details on any tasks that need to be performed daily/weekly/monthly as part of maintenance. Cleaning of publishing tables: The publishing table used by TIBCO ADB agent should be monitored for the growth and should be cleaned periodically, as appropriate. Tables to be cleaned in Lawson: TIBCO.P_MICTIBORDP TIBCO.P_WHSHIPMENT
6.4
Production Change Request and Migration Procedures
Any changes must follow an approved change request and the established change request procedure. The changes should be done is DEV environment and tested in DEV and TEST environment before migrating to production. Change request after production go-live involves the following migration procedures:
Schedule a production down time for change and update. This is usually done within the pre-scheduled normal maintenance window. Stop all the running deployed services using the maintenance shutdown procedure. Migrate TIBCO repository to PROD. Restart all the services using startup procedures. Start the services in the correct order. Migration must performed by project administrators, not operators. Add any details specific to a customer here.
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TIBCO Deployment and Operations Guide for
7 Troubleshooting Details the troubleshooting steps and procedures for support group of the application/service.
Symptom
Likely Cause(s)
User calls with the following Error (NNNNN- some error description here)
System abc required by this application is down or not responding.
System does not respond to user request
1. Network slow or down
Actions to take 1.
Call support pager of system abc.
2.
Escalate to project team pager if no response from system abc pager in 30 minutes
1. Call Network Team to verify network availability
2. Company Portal is down or not responding.
2. Call Portal Team to verify availability
3. If remote user, Citrix may be down or not responding
3. If remote user, call Citrix team to verify availability 4. Escalate to project team pager
A Hawk Rulebase returns the follow message to the console…
List causes
List fixes
Table 13 Troubleshooting Instructions
7.1
Email Notifications
If monitoring and error reporting is through emails, you should list what a particular email sent to EAI administrator emans and what is the action he is supposed to take after receiving an email, based on the contents of the email.
Sr No
Email Subject
What message means?
Troubleshooting needed?
1
BW engine failed, check system…
TIBCO BW engine is stopped.
If you have received this message for the 1st time, then Hawk is trying to start the BW engine again so you can wait for the message (2)
2
BW engine is starting…
TIBCO BW engine is being started
BW engine is being restarted. If this is the last message you have received regarding BW engine means the engine has been restarted successfully. IF not then please connect to the server Tibprd1 and check the status of process ‘bwengine.exe’ and the corresponding log file
3
ADB failed, check
TIBCO ADB agent is stopped.
If you have received this message for
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TIBCO Deployment and Operations Guide for
the 1st time, then Hawk is trying to start the ADB agent again so you can wait for the message (4)
system….
4
Etc… Table 14 Email Notifications
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TIBCO Deployment and Operations Guide for
8 Support Information 8.1
Support Structure
Any section should include the onsite support structure for the project for production environment. This should include the names of Support Personnel, their support areas and contact details.
8.1.1
Teams and Members
EAI support team consists of the following members: Person1 Person 2 Person 3 Etc…
8.1.2
Support Strategy and Escalation Channels
8.1.3
Application Errors
When one receives an email notification whose “from name” reads “EAI_Workflow”, and subject say “Error Message from Order Creation”, it will be mostly application error. Any error with subject “Error Message From Order Creation Please contact EAI administrator” should immediately escalated to EAI team/administrator.
8.1.4
System Errors
When one receives an email notification with “from name” as “EAI_Infrastructure”, escalate to the EAI team/administrator. EAI administrator should use sections as guideline during troubleshooting process.
8.1.5
General Contact Information
If you encounter problems with TIBCO enabled systems at MI, please contact one of the following:
TIBCO Issues Escalation Table 15 Support Contact Info
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8.2 8.2.1
TIBCO Support Information Product maintenance
TIBCO releases bug fixes, product enhancements and updates on a regular basis. subscribes to a yearly maintenance contract that provides access to TIBCO support and all relevant product enhancements or upgrades while that contract is valid. of service is offered and described on the website at www.TIBCO.com/services as shown below:
Screenshot 1: Support Programs currently subscribes to the following maintenance contract:
Feature
Contact name
Support Level Named Contacts
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TIBCO Deployment and Operations Guide for
Named Contacts Administrator Assigned Named Contacts
TBD Table 16 TIBCO Support Contact Info
8.2.2
TIBCO Product Support Procedures
The preferred method to contact TIBCO support is to use the TIBCO Support Web by connecting to the following URL: https://support.TIBCO.com You will then see a login screen as shown below.
Screenshot 2: Support Login When you are logged into the system, you can use the main screen (shown below) to create a new service request or review the status of requests already in progress.
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TIBCO Deployment and Operations Guide for
Screenshot 3: Welcome Page The Company licensing contract provides a specific type of maintenance support, including a specified number of contacts who may represent the company. The ‘named contacts’ are managed by a company administrator. Refer to the TIBCO Support section for currently defined administrator and named contacts.
8.2.3
Reporting TIBCO Product problems
When reporting product problems to TIBCO support, providing adequate information will help to expedite a quick response to your problem. Information such as your company name, TIBCO products involved, operating systems and hardware involved, the level of severity (production or development, for example) and attachments such as log files are important in defining your problem. These items are included in the Web system but are often omitted by the customer phoning or emailing a problem. Refer to the white paper, ‘TIBCO SUPPORT PROCESS OVERVIEW, 24x7 Customer
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TIBCO Deployment and Operations Guide for
Support, Americas, Asia-Pacific, EMEA’, Rev 1.5, dated August 31, 2001, for details and guidelines for support operations.
