nexus/knowledgebase/csd-wiki/ICSD/index.md

index

Key	ICSD
Name	ITOM Cloud Service Delivery
Description
Created by	dwiddis.adm (Dec 10, 2024 EST)

Available Pages:

• ITOM Cloud Service Delivery
  • ITOM Change Calendars
    • ESM Cloud Ops Change Calendar
      • ESM Cloud /FP upgrade Maintenance Window Standby Plan
    • OpsB/NOM Change Calendar
  • ITOM Cloud Applications Version Tracking
    • ESM Cloud Farm Version Tracking
      • ESM Customer Configuration Deviations
      • mitigation
    • ITOM APM AppPluse Cloud Farm Information
    • ITOM ESM Cloud Farm Information
    • OpsB and NOM Cloud Deployments Version Tracking
      • OpsB/NOM Customer CIDR Whitelisting Rules
      • Opsb/NOM Customer Configuration Deviations
      • OpsB Deployment Features
  • ITOM Cloud Project Progress Tracking
    • APM - CITI - Reported Vulnerabilities and Issues
    • AWS account migrate to new SCP OU hierarchy tracking
    • ESM WAF Enablement Tracking
    • NOM - Private Cloud Onboarding
    • POCs for Application Observability (AppO)
  • ITOM Cloud Service Catalog
    • ITOM Cloud Service Delivery Approval Process for New Services
    • ITOM ESM Cloud Service Catalog
    • ITOM ESM Cloud Service Monthly Report
    • ITOM OpsB NOM Cloud Service Catalog
  • ITOM Cloud Service Ops Change Calendar
    • OpsB/NOM Cloud Ops Change Calendar
  • ITOM Cloud Service Ops Doc Management Process
  • ITOM Cloud Service Team
  • ITOM RnD Interlock Meetings
    • Agenda Template
    • ITOM APM
      • 1st of July- SaaS RnD Weekly Service Delivery Call
      • 2nd of April- SaaS RnD Weekly Service Delivery Call
      • 2nd of September- SaaS RnD Weekly Service Delivery Call
      • 3rd of June- SaaS RnD Weekly Service Delivery Call
      • 4th of February- SaaS RnD Weekly Service Delivery Call
      • 5th of August- SaaS RnD Weekly Service Delivery Call
      • 8th of April- SaaS RnD Weekly Service Delivery Call
      • 8th of July- SaaS RnD Weekly Service Delivery Call
      • 9th of September- SaaS RnD Weekly Service Delivery Call
      • 12th of August- SaaS RnD Weekly Service Delivery Call
      • 15th of April- SaaS RnD Weekly Service Delivery Call
      • 17th of June- SaaS RnD Weekly Service Delivery Call
      • 18th of February- SaaS RnD Weekly Service Delivery Call
      • 20th of May- SaaS RnD Weekly Service Delivery Call
      • 21st of January- SaaS RnD Weekly Service Delivery Call
      • 24th of June- SaaS RnD Weekly Service Delivery Call
      • 26th of August- SaaS RnD Weekly Service Delivery Call
      • 27th of May- SaaS RnD Weekly Service Delivery Call
      • 28th of January- SaaS RnD Weekly Service Delivery Call
      • 29th of July- SaaS RnD Weekly Service Delivery Call
    • ITOM ESM
      • 2025 1st of July - Cloud R&D Weekly Service Delivery Call
      • 2025 2nd of September - Cloud R&D Weekly Service Delivery Call
      • 2025 3rd of June - Cloud R&D Weekly Service Delivery Call
      • 2025 5th of August - Cloud R&D Weekly Service Delivery Call
      • 2025 5th of February - Cloud R&D Weekly Service Delivery Call
      • 2025 7th of May - Cloud R&D Weekly Service Delivery Call
      • 2025 9th of April - Cloud R&D Weekly Service Delivery Call
      • 2025 9th of September - Cloud R&D Weekly Service Delivery Call
      • 2025 10th of June - Cloud R&D Weekly Service Delivery Call
      • 2025 12th of August - Cloud R&D Weekly Service Delivery Call
      • 2025 12th of February - Cloud R&D Weekly Service Delivery Call
      • 2025 14th of May - Cloud R&D Weekly Service Delivery Call
      • 2025 16th of April - Cloud R&D Weekly Service Delivery Call
      • 2025 16th of July - Cloud R&D Weekly Service Delivery Call
      • 2025 16th of September - Cloud R&D Weekly Service Delivery Call
      • 2025 17th of June - Cloud R&D Weekly Service Delivery Call
      • 2025 19th of August - Cloud R&D Weekly Service Delivery Call
      • 2025 21st of May - Cloud R&D Weekly Service Delivery Call
      • 2025 22nd of January - Cloud R&D Weekly Service Delivery Call
      • 2025 22nd of July - Cloud R&D Weekly Service Delivery Call
      • 2025 23rd of April - Cloud R&D Weekly Service Delivery Call
      • 2025 24th of June - Cloud R&D Weekly Service Delivery Call
      • 2025 26th of August - Cloud R&D Weekly Service Delivery Call
      • 2025 28th of May - Cloud R&D Weekly Service Delivery Call
      • 2025 29th of July - Cloud R&D Weekly Service Delivery Call
    • ITOM OpsB & NOM
      • 2025 2nd of June - OpsB/NOM - SaaS Weekly Call
      • 2025 4th of August - OpsB/NOM - SaaS Weekly Call
      • 2025 7th of July - OpsB/NOM - SaaS Weekly Call
      • 2025 10th of September - OpsB/NOM - SaaS Weekly Call
      • 2025 13th of August - OpsB/NOM - SaaS Weekly Call
      • 2025 13th of February - OpsB/NOM - SaaS Weekly Call
      • 2025 14th of July - OpsB/NOM - SaaS Weekly Call
      • 2025 15th of May - OpsB/NOM - SaaS Weekly Call
      • 2025 16th of June - OpsB/NOM - SaaS Weekly Call
      • 2025 20th of August - OpsB/NOM - SaaS Weekly Call
      • 2025 22nd of May - OpsB/NOM - SaaS Weekly Call
      • 2025 23rd of June - OpsB/NOM - SaaS Weekly Call
      • 2025 24th of April - OpsB/NOM - SaaS Weekly Call
      • 2025 26th of August - OpsB/NOM - SaaS Weekly Call
      • 2025 28th of July - OpsB/NOM - SaaS Weekly Call
      • 2025 30th of June - OpsB/NOM - SaaS Weekly Call
  • 💠1 - Product Cloud Readiness
    • Cloud Application Cloud Readiness Check List
    • ITOM Cloud Application SaaS Service Description
    • Product Trial/PoC Procedure
      • ESM Trial/PoC Tenant Provision Procedures
  • 💠2 - Deployment & Configuration
    • Cloud Cost Optimization/FinOps
      • ESM Cloud AWS Infra RI & Saving Plan - Mar 2024
      • ESM Cloud AWS Infra RI & Saving Plan Proposal
      • ESM Cloud Infra Cost Review
        • How to change the vertica server instance type
      • OpsB/NOM AWS Infra RI & Saving Plan Proposal
      • OpsB/NOM Cloud Infra Cost Review
    • ESM Farm Cloud Deployment Naming Convention
    • EU managed farm
    • ITOM Cloud AWS Account Overview
    • Multi-cloud deployment
      • GCP
      • Managed Services for Multi-Cloud Platform
    • Product License Management
      • Converting the Named License to Concurrent License
      • ESM license generation detail
      • ESM products licensing provisioning (SMAX/HCMX, UCMDB/CMS/UD, OO)
      • Full process of deploying licenses
      • How to check ESM Tenant Product License Expiration
      • Override UCMDB max probe number for a specific customer on SaaS
      • Process for license
      • Request ESM Products Internal Licenses
    • Product Provision Automation
      • ESM SaaS Tenant Provision Automation API Document
      • ESM Tenant Provisioning Automation
      • How to provision a farm
  • 💠3 - Operation & Maintenance
    • Alerting Response Process
      • Monitoring Alert Serverity Definition
    • APM Monitoring
      • HCMX APM Monitoring Business Flow
      • OO APM Monitoring Business Flow
      • SMAX APM Monitoring Business Flow
      • UCMDB APM Monitoring Business Flow
    • Audit Compliance
      • Mega Audit Preparation
      • OpenText Mega Audit
    • Change Management
      • Cloud Change Management Process
      • Request Unplanned Change in Cloud Production Environment Process
    • Configuration Management
      • ESM SaaS Farm Configuration Management Log
      • SaaS Farm specific settings
    • Disaster and Recovery
      • AWS Backup (EFS&RDS) And Velero
      • Disaster and Recovery - RPO/RTO
      • ESM Cloud Disaster and Recovery Guide
      • ITOM Cloud Service Backup Integrity Testing Plan
    • ESM Cloud Unified Monitoring
      • Alert Runbooks based on monitoring
      • ESM Cloud Unified Monitoring v1.1
      • Instrumenting and diagnostics
      • Monitoring Database
        • Database monitoring toolkit deployment
      • Runbooks based on monitoring
    • Generic Solutions and Practices
      • Auto healing 1.0
      • Auto healing 2.0
      • Automation of auto-healing
      • Operation excellence improvement
    • Incident Management
      • ESM Emergency Change Process
      • ESM SaaS CSD Ops Coverage
      • ESM Cloud Incident Tracking List
        • 2023/11/08 - EU8 - SMAX- Service Outage
        • 2023/12/06 - EU8 - CMS - Service Outage
        • 2024/01/05 - EU8 - SMAX - Service Outage
        • 2024/01/17 - Health Page - Service Outage
        • 2024/01/31 - EU18 - SMAX - Service Outage
        • 2024/02/05 - JP12 - ESM - AWS SES Service Down
        • 2024/02/19 - EU18 - SMAX -- Service Outage
        • 2024/02/28 - EU8 - CMS - Service Outage
        • 2024/03/12 - EU8 - CMS - Service Outage
        • 2024/03/22 - EU8 - CMS - Service Outage
        • 2024/04/17 - EU8 - CMS - Service Outage
        • 2024/04/26 - EU8 - CMS - Service Outage
        • 2024/06/03 ~ 2024/06/04 - EU8 - CMS - Service Outage
        • 2024/06/06 ~ 2024/06/07 - EU8 - CMS - Service Outage
        • 2024/06/16 ~ 2024/06/17 - EU8 - CMS - Service Outage
        • 2024/07/01 - EU8 - CMS - Service Outage
        • 2024/07/04 - EU8 - CMS - Service Outage
        • 2024/07/21 - DNS Issue - CMS - Service Outage
        • 2024/07/25 - US26/US7(Salesforce) - CMS - Customer Escalation
        • 2024/07/26 - US24 - UCMDB- Service Outage
        • 2024/07/29 - EU8 - CMS - Service Outage
        • 2024/08/07 - US26 - CMS - Service Outage
        • 2024/08/20 - EU8 - UD/UCMDB - Service Outage
        • 2024/08/21 - BR14 - SMAX - Performance Slowness
        • 2024/09/09 - EU8 - UD/UCMDB - Service Outage
        • 2024/09/14 - US24 - UD/UCMDB - Service Outage
        • 2024/09/16 - EU8 - UD/UCMDB - Service Outage
        • 2024/10/07 - EU8 - SMAX - Performance Slowness
        • 2024/10/10 - EU3 - UD/UCMDB - Upgrade Issue
        • 2024/10/13 - US24 - UD/UCMDB - Service Outage
        • 2024/10/14 - Slowness of Farms with Custom Many to Many Relationships
        • 2024/11/12 - US6 - UD/UCMDB - Service Outage
        • 2024/11/15 - US24 - UD/UCMDB - Service Outage
        • 2024/12/31 - US24 - UD/UCMDB - Service Outage
        • 2025/01/23 - US26 - UD/UCMDB - Service Outage
        • 2025/02/09 - US6/US2/AP10 - SMAX- Major Function Issue
        • 2025/03/01 - US7 - UD/UCMDB - Service Outage
        • 2025/05/20 - EU28-SMAX/CMS - Service Outage
        • 2025/29/07 - US7-UD/UCMDB- Service Outage - OOM
      • Major Incident Definition
      • Major Incident Management Process
        • Major Incident Customer Communication Template
    • Innovation and incubation
      • Scheduled scaling
    • Operational Runbook
      • List of Runbooks
      • Standard Ops Runbook
        • [SaaS]AWS KMS key moving from AWS managed to OT managed (ESM, UCMDB, OO and Audit)
          • Change SMAX/Aduit KMS to the customer managed key for EFS file system and RDS
          • Change the OO customer managed key for EFS file system and RDS
          • UCMDB/UD AWS KMS key moving from AWS managed to OT managed
        • Automation Center: Capability enablement and tenant management
        • Centralized User Authentication with OIDC and IDM (OP AS OIDC PROVIDER)
        • Centralized User Authentication with OIDC and IDM (SMAX AS OIDC PROVIDER)
        • Check isolated tenants per farm
        • Clean up CMS log files
        • Collect customer owned SMAX OPB Agent information and check status
        • Configure custom SMTP for UCMDB
        • Configure logging mode (Synchronous or Asynchronous)
        • Content Pack cleanup for SaaS farms
        • Disable/Enable Gateway Service/Access Log (non-helm)
        • Disable/Enable the platform service/access log (non-helm)
        • Disable Native SACM manually
          • Toggle plaftform offline NG for Native SACM
        • Disable NSACM and enhance CI lifecycle in SaaS
        • How to change Native SACM Notification Throttling
        • How to generate flame graph for specific container
        • How to link "Help" to ESM SaaS Doc Portal
        • How to replace bastion with Rocky Linux
        • ITOM Aviator
          • Aviator widget on-boarding tasks for OpsB
          • Aviator widget on-boarding tasks for UCMDB
          • Deactive ITOM Aviator
            • How to disable Aviator
          • Guide for index external websites into Aviator with IDOL web connector
          • How to debug in Milvus
          • How to reload Milvus collections for Aviator
        • ITOM Operation Platform
          • Configure UIS
          • Enable Optic Data Lake
          • Enable Optic Data Lake Preparation
        • Mass Update – Reusable Integration Studio Scenario
        • Request access to AWS account from IGA portal
        • SaaS Change UPN Script Runbook
        • SMAX - Enable Pendo for SMAX tenant
      • Workaround Solutions
        • (23.4.P1) Disable the platform access and service log on EU8 for farm stabilization
        • (JP12) Enhance search accuracy of Japanese content
        • Change TimeWindow Interval via JMX or configmap
        • Disable the gateway service log for farm stabilization
        • Disable the platform access logs and most of service logs on EU8 for farm stabilization
        • Disabling new rich text editor if it is already enabled
        • How to check native SACM notificaiton queue in SaaS
        • How to fix broken SLT data via Python script
        • How to fix inability to add new Data Domains
        • NGarm=2 for Japanese language in IDOL contents
        • Optimize the IDOL archive queue for EU8
        • Satellite-table related feature blocked due to fuse exceeded
        • SQL commands request for Issue 2126361 - Reconciliation Issue due to duplication of PK in URM History
        • Update HNSW parameters for enhanced Aviator semantic search accuracy
        • Update VA configurations for enhanced Aviator semantic search accuracy
    • Retrospective
      • ITOM SaaS Pain Points
    • Service Health Page
      • ESM Service Health Page
      • OpsB Service Health Page
    • Troubleshooting
      • How to find the suite logs for troubleshooting
      • How to re-trigger Native SACM data migration job
    • Upgrade EKS of SMAX
      • EKS upgrade from version 1.29 to 1.30
      • EKS upgrade from version 1.30 to 1.31
    • Upgrade ESM
      • ESM Upgrade Strategy & Planning & Process
      • Patch/Hotfix Process
        • CSD RnD and Ops discussion topics
        • Patch Cloud Deployment Process
      • Product Version Upgrade
        • AWS RDS certificate update- Helm Simulation env
        • ESM Patch Version Rollback Capability Tracking
        • ESM SaaS Upgrade to version 25.1
        • ESM SaaS Upgrade to version 25.1.1 from 24.4.2
        • ESM SaaS Upgrade to version 25.1.2 from 25.1.1
        • ESM SaaS Upgrade to version 25.2 from 25.1.2
        • ESM SaaS Upgrade to version 25.2.2 from 25.2
        • ESM SaaS Upgrade to version 25.3 from 25.2.2 (SMAX 25.2.2 HF1+25.2.2.HF2+UCMDB HF1)
        • ESM SaaS Upgrade to version 25.3.1 from 25.3
        • ESM SaaS Upgrade to version 25.3.2 from 25.3.1
        • Issues list per release
          • ESM 25.1 Issue List
          • ESM 25.2 Issue List
        • Transform the suite to a Helm deployment on 24.2.FP1
        • Transform the suite to a Helm deployment on 24.3.2
        • Upgrade CMS from 24.3 to 24.4
        • Upgrade CMS to 24.4.2
  • 💠4 - Customer Support
    • Assign PCS Cloud Service Request to Cloud Ops Group
    • Customer Cloud Service Offerings
      • Add OAuth authentication - Ops+Customer tasks
        • Add OAuth Authentication - Ops Only
      • Allowable SMAX Attachment Extensions
      • Apply license to ESM customer tenant
      • Configure custom mail sender, dedicated AWS SES users
      • Configure SAML authentication for SaaS Customer
      • Configure SMAX custom domain (New Landing Zone)
      • Create Integration Users
      • Customize the login and logout pages
      • Enable ESM capabilities (UCMDB/OO/FinOps/AC/OP/ODL)
      • Enable ITOM Aviator for ESM tenant
      • Enable ITOM Aviator for SMAX on-premise customer
      • ESM Customer Tenant Decommission
      • How to enable legacy Discovery UI of UCMDB/Revert back to the UCMDB UI-based discovery
      • Integrate with Power BI to create FinOps reports
      • SMAX maintain custom language packs
      • SMAX modify maximum attachement size
      • Zero trust security configuration for ACME
        • Configure Nginx through network load balancer
          • Renew customer certificates in Nginx
        • Enable TLS 1.3 in AWS ALB
        • Prevent unverified IP addresses from accessing tenants
    • Customer Onboarding
      • SocGen
    • Customer Order Fulfillment
      • ESM SaaS Order Fulfillment Procedures
      • ESM SaaS Order Fulfillment Process
      • ESM SaaS Order Fulfillment Tracking List FY24 Q4
    • ESM Cloud Customer Exit Process
    • Monthly SLA
      • ESM Monthly SLA Result
    • Send email notification to SaaS customers via PCS
  • 💠5 - ESM/Aviator/DCA team tasks
    • September 2025
  • 💠6 - Training Materials
    • 2025 ESM Cloud Knowlege Sharing Plan
    • AWS Cognito User Creation
    • How to get an Opentext Confluence account
    • Jacky's transition
      • Jacky's support on ITOM SaaS
    • Newbie training
      • ESM Cloud Ops - New User Guide
      • How to request for reimbursement of Education Allowance
        • Cambly English Training
        • Comparison of ACM and other online training like O'Reilly
        • Convert EPUB to audiobooks
        • How to download O'Reilly books
      • Major Incident Training
      • Monitoring reference for newbie
  • 💠7 - OpsB Cloud Readiness
  • 🔷Document Candidates
    • AC 24.4-Post Upgrade Steps
    • Apply Resource Bundle Cache Config
    • AWS RDS certificate update- Helm Fedramp simulation ENV
    • Change tenant setting to off to disbale contains search for entity picker
    • Check existing DB indices on globalid for Native SACM per farm and add missing condition to ensure the indices can properly work
    • CMS Customer setup flow with NSACM
    • Configuring HCMx and OpsB using same Vertica
    • Disable "Delete" tenant button in BO page
    • Distinguish CMS customer type and Update Customer(Name, Type)
    • Enable Discovery module on UCMDB UI on SaaS
    • ESM Cloud Farm Construction
      • AWS Infrastructure Naming Rules
      • Default key/value in Parameter Store
      • FQDN Naming Convention
      • How to setup a new farm
      • New Farm OPS Requirments
      • Operations Platform key/value in Parameter Store
    • ESM Order Fulfillment and Tenant Provisioning Strategy
    • Failed to load data when you select offerings
    • Farms' AWS pricing calculator
    • FIX aviator capability on BO UI
    • Fix problematic indexes of long_text_xxxxxxxxx to avoid the performance issue when adding request comments
    • GCP FinOps flow - increase backlog quota size
    • How to apply ILR license for OP
    • How to automatically collect SLT logs for troubleshooting
    • How to create a change request in SM9
    • How to Create Shared Service Agent User
    • How to deploy postgres exporter on SaaS to monitor postgres custom query
    • How to Enable Enhanced CI LIfecycle
    • How to export WAF logs for troubleshooting
    • How to fix 400 login error after upgrade to 24.3
    • How to fix Dev2Prod failure
    • How to get the latest AWS Savings Plan rates
    • How to integrate Grafana login with AWS Cognito
    • How to make offline NG pod run on dedicated worker node (EU8/US6 farm only)
    • How to remove specific license key for SaaS UCMDB
    • How to request a temporary BO admin account
    • Import certificates for DND resource providers
    • Install CMS on ESM SaaS (with SMAX)
    • Isolate ucmdbserver and ucmdbbrowser pods in different worker nodes
    • ITOM ESM Farm Capacity planning
    • ITOM ESM License Units conversion
    • JP12 IDOL search solution enhanced by using UI (Application Settings)
    • Limit data-in thread to 1 for probe sending results on SaaS
    • Migrate roles newly added in CMS
    • Operations Platform tenant enablement
      • ESM-ODL Integration
      • How to deploy and enable AC
      • Operations Platform 24.4 deployment
    • OP tenant decommission process
    • Post-upgrade task for UCMDB 24.3.2 for US7 Salesforce sandbox tenant
    • Prepare Document
    • Pre-upgrade task of AC when upgrade from 24.2 to 24.3
    • Private Cloud UD Arch/Security review record - Release 23.4
      • Private Cloud UD - Arch/Security Review Materials
    • Process on how to handle Security Issues found by Qualys Scan
    • Reduce SMAX license buffer in tenant
    • Remove 50 freemium UD Premium license for existing UD SaaS customers
    • Set up Native SACM for SaaS
    • steps essBackTenantSettingResetUpgradeStep upgrade failure
    • Steps to decomission Vertica used by Classic FinOps
    • Support EFS / EBS encryption in transit and rest for Container CMS in AWS
    • The sarmat-saw-con-0 pod cannot start due to the pod data was broken during the upgrade.
    • Troubleshooting as a Service
    • Troubleshooting guide for CMS UI report scheduler issue
    • UCMDB Server Master key rotation
    • Utilities need to be updated after NFS volume change
    • When an LDAP user requests an offering, the External validation failed error occurs
    • Workaround to avoid EFS credits used up after upgrading SaaS UCMDB to 24.3.2
  • 🚮Recycle Bin
    • ESM SaaS Upgrade to version
    • Test