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Document Title: Service Management Portal Support Guide
Document Type: Support Guide (SPG)
Release: N/A
Abstract: This document enables SSC staff to perform diagnostic and repair
work on the Service Management Portal
Document Status: DRAFT
Author & Dept: Mik Peach SSC
Internal Distribution:
External Distribution: None
Approval Authorities:
Name Role Signature Date
Naomi Elliott CS Director
Note: See Post Office Account HNG-X Reviewers/Apprwvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL
0.1 Table of Contents
0.2 Document History
0.3. Review Details ..
0.4 Associated Documents (Internal
0.5 Abbreviations
0.6 Glossary....
0.7. Changes Expected .
0.8 Accuracy
0.9 Copyright
INTRODUCTION
1 Scope...
2 Context within the Architecture ..
2 DESIGN PRINCIPLES
2.1. Permanence of Data.
2.2 Location of the system components.
2.3. Application Components..
2.3.1 Mapping of components — top level ..
2.3.2 Mapping of components — system monitor
2.3.3. Mapping of components — incident management...
2.3.4 Mapping of components — reports and SLT.......
2.3.5 Mapping of components — Operational Business Change (OBC)
2.3.6 — Mapping of components — Operational Change Process (OCP)..
3 SMP DATABASE
3.1 Tables...
3.1.1 Logon
3.1.2 Managemen
3.1.3 Incident Management .... .
3.1.4 Operational Business Change
3.1.5 OCP...
3.1.6 Reports and SLT monitors
3.2. Stored Procedures.....
3.2.1 Incident Management .
3.2.2 OBC Data......
3.2.3 Reports and SLT monitoring
3.3 Views.......
4 XCC DATABASE
41 Tables...
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5 JAVA SERVLETS. 85
5.1 85
5.2 89
5.3. Management Monitor: 22
6 WEB PAGES... 122
6.1 Cascaded Style sheet 22
6.2 Connections to database 22
6.3 Imported files and data sources
6.3.1 Management Monitors
6.3.2 Incident Management .
6.3.3 Reports and SLTs sees
6.3.4 Operational Business Change
6.3.5 I Operational Change (OCP).
7 THE DROP BOX
7.1 General
7.2 Files processes
7.3 Current parameters
7.4 Running DropBox.
7.5 Logging...
7.6 Case sensi
7.6.1 Input files
7.6.2 Output files .
8 TOMCAT SETUP..
8.1 Installation and loading
8.2 Context changes
8.2.1 All web apps.... cceeeeeeeseeesreeeeeteeereretererenete . . weve ceeeeee ceveeeee d22
8.2.2 admin app 122
B.2.3 © MAMAGER APP oo... eee eee cccee cece ceceeseeceseseeceseecevenceveueaveveneeseseeveusetensteteatsusatetsatevensetenesereneee T22
8.2.4 host-manager app . . 122
8.3 Access log filter...
8.3.1 Access log valve
8.3.2 web.xml............
8.3.3 Filter logging to STDOUT.
8.4 Others
8.4.1 (POASMP) Tomcat documentation.
8.4.2 (POASMP) Default page...
9
9.1 FTP servers...
9.1.1 Params . sesseeneenee . . .
9.1.2 SOLS nen eceecceecc cece cscs eceesesecesceeseeseeeeseeescesseesiseseeensesessssseessesneseiseenseensesssensnenseensenmneenseenseee
9.1.3 Usage....... 122
10 DAILY TASKS
11. NETWORKS
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12, SYSTEM QUALITIES
12.1 Security.
12.2 Availability
12.3 Usability
12.4 Potential for Change.
13 RISKS AND ASSUMPTIONS.
14 CHANGES EXPECTED IN HNGX .......sscssssesssssesnsses seseenssnssseasssstscensenteasensensenses 122
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0.2 Document History
Version No Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR.
Reference
0.1 29 August 2007 I Draft for review.
0.3 Review Details
Review Comments by : Friday, 3° August 2007
Review Comments to : roger. barnes@
& RMGADocumentManagement@:
Mandatory Review
Role Name
ssc Mik Peach
ssc Andy Keil
ssc Kevin Miller
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source Ref
PGM/DCM/TEM/0001 Fujitsu Services Post Office AccountI pimensions
HNG-X Document Template
(DO NOT REMOVE) P
ARC/GEN/REP/0001 HNG-X GLOSSARY Dimensions I R4
DW/HLD/007 Datafile Delivery Performance PVCS R7
Measurement High Level Design
(CP3390)
DES/APP/IFS/0011 Data Warehouse HNG-X File Dimensions I rg
Interface Specification
DES/APP/HLD/0082 Data Warehouse High Level Design Dimensions I pg
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Reference Version Date Source
DES/APP/HLD/0085 Service Management Portal High Dimensions
Level Design
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
For additional abbreviations and glossary items see ARC/GEN/REP/0001
Abbreviation Definition
AaL Alliance & Leicester
APS Automated Payment System
BRDB Branch Database
CAPO Card Account Post Office
csv Comma Separated Value (database export/import brmat and file extension).
Denotes a text file whose records each consist of anumber of data fields separated
by a comma. Each record is terminated by a linefeedcharacter.
DCR Database Change Record
DRS Data Reconciliation Service
DWH Data Warehouse
FI Financial institution
FS Fujitsu Services
LINK LINK Interchange Network Limited
LFS Logistics Feeder Service
LREC LINK Reconciliation File
MSU Management Service Unit
NBE Network Banking Engine
NBX The term used to describe the NBE functionality absorbed into the Horizon domain
APS Automated Payment System
BRDB Branch Database
BRSS Branch Support System
DCR Data Change Request
DWH Data Warehouse
HLD High Level Design
SMP Service Management Portal
TES Transaction Enquiry Service
Tws Tivoli Workflow Scheduler
xcc Xtranet Call Cleanser. CS internal application allowing HSD staff to view and change
suspensions on calls which will, in turn, affect the performance of calls against the
relevant SLTs
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0.6 Glossary
Term Definition
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0.7 Changes Expected
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in he same.
0.9 Copyright
Copyright Fujitsu Services Limited 2006. All rig hts reserved. No part of this document may be reproduced, stored
or transmitted in any form without the prior written permission of Fujitsu Services
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1 Introduction
1.1 Scope
The Service Management Portal, in its Horizon state, is an SSC development. It is a web site backed by
data from a number of sources which presents to the customer details of the condition of the live estate.
This document details the web site and its supporting infrastructure. The actual sources of the data are
not examined in any detail as these are covered by design documents and in particular the Service
Management Portal High Level Design (DES/APP/HLD/0085).
1.2 Context within the Architecture
The Service Management Portal does not form part of the Horizon or HNG-X architecture; rather it is a
response to the customer requirement for information about the live estate which has been met in the
past by a variety of reports, emails and word of mouth. The Service Management Portal collects many of
these disparate elements into a consistent form and presents them in an on-demand fashion.
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2 Design Principles
The Service Management Portal is intended to perform the following functions
- Receive almost real-time information about the state of the system via high-level system
monitors
- Receive up to date information about the performance of the system against SLTs
- Review progress of any Major incident, including the logging of additional information and the
progress against actions
- Receive information about any operation business changes (OBCs) which have been
requested
- Receive information about any operational change procedures (OCPs) which either require
client approval, or which are service affecting
- Receive a variety of reports from Customer Service Management about the state of the
system, including the counts of the various sorts of transactions and the Service Review
Book (SRB)
The SMP, in its Horizon state, is an SSC development which is documented only to the extent of having a
user guide (as both a word document and an html equivalent available to the end user) and a support
guide. At HNGX, since it is intended that the SMP be the primary mechanism for reporting on SLTs to the
client, a more rigorous documentation regime is required, and therefore an HLD has been written in
addition to this support guide, and both have been reformatted to the RMGA standards.
The SMP web server has been located in the “Southern Data Centre” since 2006 , was installed and is
maintained in accordance with the relevant corporate standards for equipment installation in the data
centre and complies with the corporate requirements for an internet site. In effect, this means that the
web server itself does not contain a database, but instead uses HTML and jsp pages to access database
servers which are resident in BRAO1. Access from the web server to these databases is rigidly enforced
by firewall and the web server is only allowed access to the SMP database and to Peak.
The Java servlets have been written to comply with Java runtime version 1.5.0.06 using jdk version
1.5.0.06.
The HTML and jsp pages have been designed to operate with any browser, but have been specifically
tested with Microsoft Internet explorer 6. HTML , Java and JavaScript checking have been done using
Macromedia Dreamweaver MX version 6.0.
2.1 Permanence of Data
Data is kept within the SMP database indefinitely because the amounts of data are relatively small and it
is anticipated that the client will require information spanning a long period. At HNGX, some of the SLTs
specified operate on a rolling 5 year average, therefore data must be retained for at least that period.
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2.2 Location of the system components
The live web server is named POASMPLIVE and is resident in the Southern Data Centre with a web
address oft
For security, and corporate standard reasons, the web server is only allowed to interrogate two
databases, both held in BRAO1. Peak, used for information about the system in the System Monitoring
subsystem and POASMPDEV, which holds details about SLTs and Major Incident Management.
2.3 Application Components
The first group of sub-sections within this section are diagrammatic representations of the mappings
between components in the overall structure of the application
A black box indicates a menu option on the preceding jsp page.
A white box indicates a jsp page
A blue box indicates a SQL server table , stored procedure or view
An orange box indicates a java serviet
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2.3.1 Mapping of components — top level
This Section diagrammatically describes the links from the main menu to the underlying components within the design
Logon
Main Menu
System Incident mgmt
monitor
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2.3.2 Mapping of components — system monitor
Mgmt Monito!
=m =a
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2.3.3 Mapping of components — incident management
Update MIR
Show Open
Close Incident
Sh Ri t
Create Action
Show All
Raise New MIR Update Action
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2.3.4 Mapping of components — reports and SLT
Reports/SLT
Weekly update Success Rate Daily Report SLT tracker SRB dashboard
Network Engineering Call to
Resolution
Banking
Telephony
GRO I So go) GRO. ‘GRO
hhantd i GRO I Telephony
i i i
Seneze oar wrenenyort
I I
SQL Tables
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2.3.5 I Mapping of components — Operational Business Change (OBC)
Operational
Business Change
Activity Plan Branch/PM
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2.3.6 Mapping of components — Operational Change Process (OCP)
OCP Menu
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3 SMP Database
The database is held on POASMPDEV server. It has been written using SQL Server 2005.
The table below describes the tables and stored procedures within the database, relates
them to the module to which they are relevant (System Monitor, SLT etc) and outlines the
function of each.
3.1 Tables
3.1.1 Logon
Type
Name
Function Holds the details of usernames and passwords.
Entries have to be created manually, there is no web onterface for
user setup
Accessed by Web pages :
None directly, indirect access from I
SQL stored procs:
None
Java serviets :
Location Local server
Creation script
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SY NY SE
GRO I
3.1.2. Management Monitors
Data for this section is held in the Peak database, with access from the web site.
3.1.3. Incident Management
Data for this section is held locally on the SQL server database
Type Table
Name
Function Holds the details of a Major Incident Report
Entries are created by calls to the stored procedure
f 880oc avons! Once created, they cannot be altered.
Any updates to the Major Incident are held in the update table, and
an MIR is closed when a closure record is created.
The table holds the basic details which are likely to be available at
the creation of the MIR. The incident title and a call number are
mandatory fields in the HTML because all further reference to the
table is based on these two fields:
Accessed by Web pages :
SQL stored procs:
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Java servlets :
none
Location Local server
Creation script
Type
Name
Function Holds any updates which are made to the major incident during the
course of its existence up until the time that it becomes closed.
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Once the major incident has been closed, no further updates can
be made.
Title and call are mandatory fields imposed by the HTML code.
Accessed by Web pages:
Java servlets :
none
Location Local server
Creation script —_—eo—VKs—————_—_—_—_—_—_—_—_— fl
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Type Table
Name
Function Holds any actions which are associated with the major incident
during the course of its existence up until the time that it becomes
closed
Once the incident has been closed no new actions can be created
Title and call are mandatory fields imposed by the HTML code.
Accessed by Web pages:
SQL server stored procs:
Java serviets :
none
Location Local server
Creation script fi
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Type
Name
Function Once a major incident is closed, details are held in the closure
table. Only once closure record is permitted for any major incident
Accessed by Web pages:
SQL server stored procs:
Java serviets :
none
Location Local server
Creation script
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Type Table
Name
Function Lookup table only
Accessed by Web pages:
GRO
SQL server stored procs:
Java servlets :
none
Location Local server
Field definition
Type
Name
Function Lookup table only — used in the trial version of the extranet system
but not incorporated in the final version. This table has been
retained in the expectation that someone at some stage is probably
going to ask for it to be included.
Accessed by none
Location Local server
Field Definition
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3.1.4 Operational Business Change
Data for this section is held locally on the SQL server database — the original data is held in an
access database used by the OBC team in Crewe, data is extracted from this database dail
on an overnight schedule by a SQL server job on the local machine called {
(which in turn calls the stored procedure ¢ “veer-t-"-~and inserts into the
local database table.
Type
Name
Function Contains all of the relevant data from the OBC database. Th table
is copied into the database daily by a job running within SQL
server whichj runs at 01:00
Accessed by Web pages:
SQL server stored procs:
none
Java serviets :
none
Location Local server
Field Definition fi
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3.1.5 OCP
Type Table
Name ocps
Function There is only one table associated with the OCP system — the OCP
table which holds details of all of the OCPs which have either
service affected set to yes, or else have been sent to the customer
for approval. The table is documented here for completeness, but
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-in._oractice. all access to the, data is
held in a view called
Accessed by
Web pages:
none
SQL server stored procs:
none
Java servlets :
none
Location
Peak
Creation Script
Ly
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Type
Name
Function The only means of access into the OCP data
Accessed by Web pages:
SQL server stored procs:
none
Java servlets :
none
Location Peak
Creation Script
annie nen enone nen ee Ne een me ere EeneTe epee
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3.1.6 Reports and SLT monitors
The report files are entered into the web site via a script called “drop-box” covered later in the
manual, they do not use SQL server tables.
The SLT monitors do use SQL server tables, with data being input to the tables from flat files on
a daily basis, some of these tables are then manipulated by stored procedures which generate
views which are queried by the web pages.
Type Table
Name
Function Used to hold the data relating to Call to resolution SLTs
Accessed by Web pages:
Java serviets :
none
Location Local database
Creation Script
Type
Name
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Function Used to hold the data relating to Debit Card Daily Transaction
SLTs
Accessed by Web pages:
GRO
‘SQL server stored procs:
Java servlets :
none
Location Local database
Creation Script ean
Type Table
Name i GRO i
Function Used to hold the data relating to Debit Card Monthly Transaction
SLTs
Accessed by Web pages:
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SQL server stored procs:
Java servlets :
none
Location Local database
Creation Script
Type Table
Name
Function Used to hold the data relating to Debit Card Quarterly Transaction
SLTs
Accessed by
Java servlets :
none
Location Local database
Creation Script
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Type Table
Name
Function
Accessed by
Java serviets
none
Location Local database
Creation Script
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Type
Name
Function Used to hold the data relating to Debit Card Monthly Reliability
SLTs
Accessed by Web pages:
i
SQL server stored procs:
Java serviets
none
Location Local database
Creation Script
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Type Table
Function Used to hold the data relating to Debit Card Quarterly Reliability
SLTs
Accessed by Web pages:
Sai
Java serviets :
none
Location Local database
Creation Script
Type Table
Name
Function Used to hold the data relating to Inbound data file delivery
Accessed by Web pages:
none
SQL server stored procs:
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Java servlets :
none
Location
Local database
Creation Script
Type
Name
Function
Used to hold the data relating to Outbound data file delivery
Accessed by
Web pages:
none
SQL server stored procs:
Java serviets :
none
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Location Local database
Creation Script
Type Table
Name
Function Used to hold the data relating to E-Top-ups Daily Transaction SLTs
Accessed by Web pages:
SGi Server stored procs:
Java servlets :
none
Location Local database
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Version: 0.1
Date: 29 August 2007
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FUJITSU
Creation Script
Type
Name
Function “Used to hold the data relating to E-Top-ups Monthly Transaction
SLTs
Accessed by
Java servlets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
Fe)
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Type Table
Name
Function Used to hold the data relating to E-Top-ups Quarterly Transaction
SLTs
Accessed by Web pages:
“Java Serviets I
none
Location Local database
Creation Script
Type Table
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Version: 0.4
Date: 29 August 2007
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Name '
Function Used to hold the data relating to E-Top-ups Daily Reliability SLTs
Accessed by Web pages:
I GRO
f
Java serviets
none
Location Local database
Creation Script
Type
Name
Function
SLTs
Accessed by
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Version: 0.1
Date: 29 August 2007
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Fe)
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SQL server stored procs:
Java servlets :
none
Location Local database
Creation Script
Type
Name
Function Used to hold the data relating to E-Top-ups Quarterly Reliability
SLTs
Accessed by Web pages:
r
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Type Table
Name Inbound
Function Used to hold the data relating to Data File Delivery Inbound SLTs
on their way into the database. The only purpose of the table is to
hold the data prior to changing the DAY_A column to a date, after
which the data is stored in tablelnboundFinal
Accessed by Web pages:
none
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
I
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Version: 0.1
Date: 29 August 2007
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Fe)
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“Aint -Ganarol LOS NOI
Type View
Name
Function Takes data from the InboundFinal table and reformats this data to
concatenate some columns and to make them consistent — the
data is generated by sp_processinbound and is appended to
DFDInbound table
Accessed by Web pages:
none
SQL server stored procs:
Java serviets
none
Location Local database
Creation Script 0]
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Version: 0.1
Date: 29 August 2007
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Version: 0.1
Date: 29 August 2007
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Fe)
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g I
i '
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Version: 0.1
Date: 29 August 2007
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COMMERCIAL IN CONFIDENCE
Fe)
FUJITSU
Type
Name
Function Used to hold the data relating to Data File Delivery Inbound SLTs
after the data for day_a has been converted to datetime format
Accessed by Web pages:
none
SQL server stored procs:
Java servlets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
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[pawansani/alana chown ah Rl Pavanshad ROL ALL AT
GRO
Type
Name
Function
Used to hold the data relating to Network
Transaction SLTs
Banking Daily
Accessed by
Web pages:
SQL server stored procs:
Java serviets
none
Location
Creation Script
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Version: 0.1
Date: 29 August 2007
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Type Table
Name
Function Used to hold the data relating to Network Banking Monthly
Transaction SLTs
Accessed by Web pages:
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Fe)
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Type Table
Name OnPerfQtrly
Function Used to hold the data relating to Network Banking Quarterly
Transaction SLTs
Accessed by Web page:
saL server stored procs:
Java servlets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Type Table
Name H i
Function Used to hold the data relating to Data File Deliver y Outbound SLTs
on their way into the database. The _only purpose of the table is to
hold the data prior to changing the! GRO {column to a date, after
which the data is stored in table Outbouni
Accessed by Web pages:
none
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
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Version: 0.1
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Type
Name
Function Takes data from the OutboundFinal table and reformats this data
to concatenate some columns and to make them consistent — the
rated by sp_processOutbound and is appended to
Accessed by Web pages:
none
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEVIGEN/SPG/0003,
Version: 0.4
Date: 29 August 2007
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Service Management Portal High Level Design
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Version: 0.1
Date: 29 August 2007
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Type Table
Name
Function
Used to hold the data relating to Data File Deliver y Outbound SLTs
after the data for ‘has been converted to datetime format
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Accessed by Web pages:
none
SQL server stored procs:
Java serviets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Type View
Name
Function Used to hold the data relating to Inbound and outbound file delivery
SLTs. The data in this view is created from the DFDInbound and
DFDOutbound views and is the primary source of data for the web
pages
Accessed by Web pages:
tba
SQL server stored procs:
Java servlets :
none
Location Local database
Creation Script
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Version: 0.1
Date: 29 August 2007
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Fe)
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ae
Type Table
Name Ln GRO i
Function Used to hold the data relating to Network Banking Daily
Transaction SLTs
Accessed by Web pages:
none
Location
Creation Script
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Version: 0.1
Date: 29 August 2007
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COMMERCIAL IN CONFIDENCE
Fe)
FUJITSU
Type Table
Name
Function Used to hold the data relating to Network Banking Monthly
Transaction SLTs
Accessed by Web pages:
SQL server stored procs:
Java servlets
none
Location Local database
Creation Script
Type Table
Name H GRO :
Function Used to hold the data relating to Network Banking Quarterly
Transaction SLTs
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Version: 0.4
Date: 29 August 2007
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Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
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FUJ00142217
Accessed by
Web pages:
Java serviets :
none
Location
Local database
Creation Script
Type Table
Name LL F
Function Used to hold the targets for SLTs for File delivery and LFS
Accessed by
Web pages:
SQL server stored procs:
none
Java servlets :
© Copyright Fujitsu Services Ltd 2007
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Version: 0.1
Date: 29 August 2007
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COMMERCIAL IN CONFIDENCE
Location
Creation Script
Type Table
Name
Function Used to hold the data relating to Telephony SLTs
Accessed by
Web pages:
SQL server stored procs:
Java servlets :
none
Location
Creation Script
© Copyright Fujitsu Services Ltd 2007
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Version: 0.1
Date: 29 August 2007
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3.2 Stored Procedures
3.2.1. Incident Management
Type Stored Procedure
Name i
Function Adds a new incident record to the database table by inserting
values from the HTML page into the database table
Incident title and call number are mandatory fields imposed within
the HTML
parameters ono
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The number of HSH logged incidents which are related to or
dependant on the resolution of this incident
Accessed by Web pages:
none
SQL server stored procs:
none
Java serviets
Location Local
Creation Script Pracccuna GDI ATE-mesoardnnnadnanat onic cada dmaid sok nana
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Type Stored Procedure
Name r
Function Adds a record to the table £
parameters gathered from the HTML pag:
Incident title and call number are mandatory fields imposed within
the HTML
parameters ¢ 1
{ i
( i
{ I
t i
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Version: 01
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Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
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FUJ00142217
Accessed by
Web pages:
none
none
Java servlets :
SQL server stored procs:
Location
Creation Script
© Copyright Fujitsu Services Ltd 2007
COMMERCIAL IN CONFIDENCE
Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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FUIITSU Service Management Portal High Level Design
} COMMERCIAL IN CONFIDENCE
as
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Version: 0.1
Date: 29 August 2007
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Type Stored Procedure
Name m
Function Adds a record to the table i.
parameters gathered from the HTML pages.
Incident title and call number are mandatory fields imposed within
the HTML
parameters ;
Accessed by Web pages:
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Version: 0.4
Date: 29 August 2007
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none
SQL server stored procs:
none
Java serviets :
Location Local
Creation Script
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
Type Stored Procedure
Name
Function Allows the user to delete a previously created action from the table
parameters i
Accessed by Web pages:
none
SQL server stored procs:
none
Java servlets :
Location Local
Creation Script (i
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Version: 0.4
Date: 29 August 2007
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Fe)
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Type Stored Procedure
Same EE GRO ened
Function Allows the user to update a previously created action from the
tablet
parameters nanan aA EF
UL eenre-engimermunieronmnmnerrine aenorryrEc-oornprsseurnnicetoned
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Version: 0.1
Date: 29 August 2007
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Accessed by
SQL server stored procs:
none
Java serviets
Location Local
Creation Script mm naman Rrceneecetinscinn Move mgtamecrcrnbeaiececint
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
Type Stored Procedure
Name
Function Adds a record to the table onroncimynn’ using
parameters gathered from the HTML pages.
Incident title and call number are mandatory fields imposed within
the HTML.
The stored procedure also changes the status of the associated
Major Incident in the table £
parameters (Bana wea siarcialerhditin
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Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
The date and time at which Post Office agreed the closure of the
incident
Accessed by Web pages:
none
SQL server stored procs:
none
Java servlets
Location
Creation Script
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
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3.2.2 OBC Data
Type Stored Procedure
Name i GRO a
Function Imports data from the linked table OBCACCESS...Bigtable into the
table OBCBigTable
parameters None
Accessed by Web pages:
none
SQL server stored procs:
none
Java serviets :
None
SQL job
t. 2:00
Location Local
Creation Script I
© Copyright Fujitsu Services Ltd 2007
COMMERCIAL IN CONFIDENCE Ref.
Version:
Date:
Page No:
DEV/GEN/SPG/0003
0.1
29 August 2007
73 of 186
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Fe)
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3.2.3. Reports and SLT monitoring
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Version: 0.1
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Type Stored Procedure
Name
Function Runs the stored procedures {7 and
“J to do the actual work
parameters
Accessed by Web pages:
none
SQL server stored procs:
none
Java servlets :
None
SQL job
Location Local
Creation Script I [fF GRO I
Type Stored Procedure
Name Hl
Function Processes the data in the InboundFinal table and checks to see if
there is any data in the existing (77
manually amended. If there is, then
other dates is processed into the ”™
which has been
ft intact, data for
parameters None
Accessed by Web pages:
none
SQL server stored procs:
none
Java serviets :
SQL job
Location
© Copyright Fujitsu Services Ltd 2007 ‘COMMERCIAL IN CONFIDENCE Ref, DEVIGEN/SPG/0003,
Version: 0.4
Date: 29 August 2007
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} COMMERCIAL IN CONFIDENCE
Creation Script
¢
4
é i
é H
‘ :
4
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Version: 01
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Type Stored Procedure
Name
Function Processes the data in the; nd checks to see if
there is any data in the existing DFDOutbound table which has
been manually amended. If there is, then this data is left intact, data
for other dates is processed into the:
parameters None
Accessed by Web pages:
none
SQL server stored procs:
Java servlets :
None
SQL job
Location Local
Creation Script ieee
ince nerinumertrine:y yee niet wrinueennrturanuryinennonsninnennn
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE. Ref. DEVIGEN/SPG/0003,
Version. 0.1
Date: 29 August 2007
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Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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oO Service Management Portal High Level Design
FUJITSU COMMERCIAL IN CONFIDENCE
Type Stored Procedure
Name o
Function Imports data from text files in the {” into
the tables for ETU, Debit Card and Network Banking SLTs
parameters None
Accessed by Web pages:
none
SQL server stored procs:
none
Java serviets :
None
SQL job
Location Local
Creation Script
lnancane wore uate rocUMnNEIEIyy nen eeneeenenenenenenn !
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Version: 0.4
Date: 29 August 2007
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Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142217
FUJ00142217
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Version: 0.1
Date: 29 August 2007
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Type Stored Procedure
Name
Function Imports data from text files in the {_ folder into
the Inbound and Outbound tables which contain data about the
data file delivery SLTs, then copies this data to i and
$$ which have the dates correctly formatted
parameters None
Accessed by Web pages:
none
SQL server stored procs:
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Version: 0.1
Date: 29 August 2007
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oO Service Management Portal High Level Design
FUJITSU COMMERCIAL IN CONFIDENCE
none
Java servlets :
None
SQL job
Location Local
Creation Script
Type Stored Procedure
Name
Function Imports data from text files in the £ Yfolder into
the Telephony and CallToResolution tables which contain data
about the delivery SLTs. The files themselves are delivered from
HSD via MSU.
parameters None
Accessed by Web pages:
none
SQL server stored procs:
none
Java serviets :
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Version: 0.4
Date: 29 August 2007
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FUJITSU COMMERCIAL IN CONFIDENCE
None
SQL job
Location Local
Creation Script
3.3. Views
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Version: 01
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FUJITSU COMMERCIAL IN CONFIDENCE
4 XCC Database
This section is not exhaustive — it only relates to those parts of the XCC system which
have a direct relevance to the SMP. For more extensive details of the XCC system see the
SSC documents XCC Support guide and the XCC user Guide
The database is held on BOGGIT server. It has been written using
table below describes the tables and stored procedures within the databas
the module to which they are relevant (System Monitor, SLT etc) and outlines the function
of each.
4.1 Tables
Type Table
Name
Function
Accessed by
Location
Creation script
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5 Java Servlets
5.1 Logon
Name Lon !
Function Takes data from ;O*~ “s*e-nand checks the database to
confirm that there is a valid user and password. Also registers the
size of the usable screen and sets up a session variable. which is
read by the web pages to determine which cascading style sheet
should be used
parameters All parameters are read from the web page by the se rviet:
Accessed by
SQL server stored procs:
none
Java servlets :
Location Local
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Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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Service Management Portal High Level Design
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DEV/GEN/SPG/0003
Version: 0.1
Date: 29 August 2007
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FUJ00142217
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5.2 Incident Management
Name Lance BR paren
Function Takes data from) GRO 4 formats it and
then calls the database stored procedur z elooat
to create anew MIR
parameters All parameters are read from the web page by the servlet:
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none
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none
Location Local
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ee ~ — a
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Name
Function Takes data from ¢ “j web page, formats it and
then calls the database stored procedure
update to create a new update record
parameters No parameters directly passed to the servlet, all parameters are read
from the iweb page by the serviet
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Accessed by Web pages:
SQL server stored procs:
none
Java servlets :
none
Location Local
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Name q {
Function Takes data from 22° formats it and then
calls the database stored procedure { to
create a new update record .
parameters No parameters are passed direct to the serviet. The serviet reads
parameters from (C077 "Gao"
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Accessed by Web pages:
SQL server stored procs:
none
Java serviets :
none
Location Local
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——— —
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Name
Taal
Function Takes the selected record from 2! io we
and then calls the database stored procedure
- delete an already created action record
parameters No parameters passed directly to the serviet. The servlet reads data
Accessed by
SQL server stored procs:
none
Java servlets :
none
Location Local
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Function Takes data from P°* web page, formats it
and then calls the database stored procedure
“action to change an existing update record
parameters No parameters are passed directly to the serviet. The serviet reads
the parameters from the:7~ ~~
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Accessed by
SQL server stored procs:
none
Java servlets :
none
Location Local
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Name
Function Takes data from f° web page, formats it and
then calls labase stored procedure
x ‘to create a new closure record
parameters No paramete ly to the servlet, the serviet reads
data from the
isp web page
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Accessed by
SQL server stored procs:
none
Java servlets :
none
Location Local
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a roaperinmqrurmgyrinnn
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beeen
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COMMERCIAL IN CONFIDENCE Ref.
Version:
Date:
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é '
é i
‘ ‘
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5.3 Management Monitors
The Java servlets in the management monitors are primarily concerned with the production of the map of the UK
showing Post Offices currently imoperable
Name a]
Function Takes the basic map of the UK and draws map points indicating the
post offices with a communication status of down by converting Post
code to map references — varying the size of red blob by pixels for
FADS which are “down” in the same post code area. The data for the
status of the Post office communications is gathered from SMDB
parameters
none
Accessed by Web pages:
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none
SQL server stored procs:
none
Java serviets :
none
Location Local
CIN CONFIDENCE. Ref. DEV/GEN/SPG/0003
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Function used to remove unwanted information from the Tomcat access log and
perform diagnostic logging
parameters none
Accessed by Web pages:
none
SQL server stored procs:
none
Java servlets :
none
Location Local
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6 Web Pages
The local site for all of the web pages is:
The remote site during development is : i
Dreamweaver was configured to save files to the remote location when saved locally, so that the remote and local
ends should be identical
All html pages and jsp pages were written using /
vexcept for those in the /files directory which are
imported ‘ !
All images are held in the ¢~”
All files, including those which are updated daily are in the ¢
Database connection definitions are held in the
6.1 Cascaded Style sheet
The cascaded style sheet is called either T=:
The decision between the two is based on the available screen size, which is held in a
session variable and checked within the file ¢~ “», which is part of an
include statement on each web page. i _
The style sheets define the following characteristics of all the web pages with the exception
of the MIR report which is intended to be printed. For the large screen size, the settings are -
background-color is set to black,
H1 is set to Arial, 20 point, Fujitsu grey
H2 is set to Arial, 9 point, Fujitsu blue
H3 is set to Arial, 9 point, white
H4 is set to Arial, 9 point, Fujitsu red
HS is set to Arial, 14 point, Fujitsu grey
Screen visible size is set to 1400 by 900 pixels
The banner is set tof the images folder
The target frame, in which all results appear is set to 1000 by 825 pixels
The sidebar, containing the menus is set to 170 by 825 pixels
The background images on menu items are set to
folder in their normal state.
in the images
The background images on menu items are set to
folder in their “mouse-over” state.
in the images
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For the small screen size, the settings are -
background-color is set to black,
H1 is set to Arial, 15 point, Fujitsu grey
H2 is set to Arial, 8 point, Fujitsu blue
H3 is set to Arial, 8 point, white
H4 is set to Arial, 8 point, Fujitsu red
H6 is set to Arial, 10 point, Fujitsu grey
Screen visible size is set to 90% by 70% of the available creen space
The banner is set to!
the images folder
The target frame, in which all results appear is set to 80% by 90% of the available space
withing the screen visible size
The sidebar, containing the menus is set to 10% by 85% of the available space withing
the screen visible size
The background images on menu items are set to
images folder in their normal state.
The background images on menu items are set to
images folder in their “mouse-over” state. .
6.2 Connections to database
Connections to databases are held in the file
connection strings to all databases involved, not j
This includes
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6.3
6.3.1
6.3.2
6.3.3
Imported files and data sources
Management Monitors
Management monitors get all of their data by a links to the Peak database, which in tum links to two
tables in the 77" gerne ““-y one intemal peak table
posttowns
Incident Management
Data is recorded and stored in the SQL server database held on the web server
Reports and SLTs
SRB - uploaded from a zip file supplied monthly by MSU. Zip is extracted into the ¢
¢oo7*"@Re™"7 by the drop box code and then the dreamweaver site re-synchro
the remote server”
SRB dashboard — single html page uploaded from a single file supplied by MSU and uploaded into
H Sy the drop box code and then the dreamweaver site re-synchronised to
upload to the remote server
ided from a zip file supplied monthly by MSU. Zip is extracted into the dreamweaver
yy the drop box code and then the dreamweaver site re-synchronised
to upload to the remote server
Success Rates — single html page uploaded from a single file supplied by MSU into local directory
yy the drop box code and then the dreamweaver site re-synchronised to
upload to the remote server
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3 — one off file supplied by ¢ iploaded into local directo’
code and then the dreamweaver site re-synchronised to upload to the remote server
F dashboard - one off file supplied by 7x uploaded into local irowwrysunedBionrenemmay
About SLTs is an extract from the contract and is held as an htm! file in the local server — this page has
hot- links to the definitions of those SLTs which 6 also a single html page held locally
6.3.4 Operational Business Change
gets data from a single SQL server view held in the SSC’s OCP database
6.3.5 Operational Change (OCP)
performs a daily extract and transition of data from the OBC access owned by the OBC team in Crewe.
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7 The Drop Box
7.1 General
Data for various functions within the SMP are provided by a number of units outside the SSC.
These units FTP their prepared data to a directory on the SMP development box for processing.
This directory is know as the SMP "Drop Box"
A Java class called DropBox parses this directory and then processes the files as appropriate.
7.2 Files processed
Files to be processed by the DropBox class are controlled by a parameter file
the drop box directory. This files is read as the DropBox class is loaded. Each li
1} At each cycle the DropBox class will look for i
directory and if present move it to! If the file is a ZIP filet, 2) then it will be
expaned into "¢! and then deleted from the dropbox. Any files that already exist in
directoryname will be silently overwritten.
7.3 Current parameters
dloils..eamantninl Ol Tan natuaboenal@ MAR Mileeldailssceminn thee cceciceesnsereiscsennsnnenneseinisevennseetinnsnneimesnenn
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7.4 Running DropBox
The directory for the class to process (the dropboxname) is specified as args[0]. Typical call line for
processing SMP files i
To simplify things this command line is held in the file RunDropBox.cmd irt:
a “te DropBox class should be running on the development server at all times.
7.5 Logging
The DropBox class creates a daily log file in the dropbox directory called’ i.
The log file records any problems with the parameter file found on loading and then records any files as they
are processed.
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7.6 Case sensitivity
7.6.1 Input files
To prevent mistakes with the files that are delivered into the drop box directory by external units the
DropBox class ignores case on any incoming file name specified in the parameter file. Hence a parameter
line of
7.6.2 Output files
Any file being output to a top level directory will have its file name converted to lower case.
With the parameter as specified above, an input file named ¢ -will be written to
.
With a parameter line of:
1 Will be written as [ The files within the
and the directory name itself will not have their name case
Then the top level file
sub-directory g**~=#
changed. :
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8 Tomcat Setup
Most of this information applied to both the development,
Where the servers differ the information will be preceeded wi
8.1 Installation and loading
GRO
8.2 Context changes
The following changes have been made to Tomcat default applications (contexts).
8.2.1 All web apps
8.2.3 manager app
8.2.4 host-manager app
Gi
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8.3 Access log filter
SMP website uses a filter to clean up the information written to the access logs. The filter code is in
- The filter removes unwanted log records by
! setting the serviet attribute "dontlog” for transactions where the ServietPath ends with png, .jpg, gif, .css,
emz, .wmz or starts with "image".
This is achived by parameters for the access log valve and the web application definition for the SMP
context.
8.3.1 Access log valve
The access log valve has to be defined with conditio
“dontlog". This defines the flag for requests that
8.3.2. web.xml
The web application definition for SMP in SMP/WEB-INF/web.xmI now defines:
a) The name of the filter class <filter-name>
b) Additional parameters to filter (see 6.1.1 below)
c) Which requests the filter appies to <filter-mapping>:
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GRO
8.3.3 Filter logging to STDOUT
The filter is also used to do request logging to STDOUT. By default the filter will log a line containing user
name and URL accessed, e.g.
Additional logging can be turned on. This is controlled by inserting <init-param> parameters in the <filter>
definition above. These log parameters can be seen above commented out
Iflog_requestis not null, perform logging of every transaction through the web server along with any
cookie present. e.g
8.4 Others
8.4.1. (POASMP) Tomcat documentation
8.4.2 (POASMP) Default page
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9 FTP
9.1 FTP servers
Both servers run the FileZilla FTP server. This is designed as the olmy way to transfer files too and from
these systems. Windows (SMB) sharing should not be used
9.1.1 Params
9.1.3 Usage
Clients should not use passive mode because it willbe blocked by windows firewall. In FileZilla client use
advanced settings in the hosts manager to select "normal" and not the "default" which is passive ftp.
FileZilla will make outgoing connections on ports 20 or 22 which should be cleared on client firewall
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10
Daily tasks
Under normal running there is only one task which requires to be done — the daily upload of files from the
development server to the live system.
server and load
On the right hand side in the “files” tab, ensure that SMP is the site selected
Right click on the “Files” folder and select “synchronise”
Ensure that the check boxes are correct, they should read “selected files only” and “put newer files to
remote”
Click on preview
Dreamweaver will check to see which files are more up to date — click on OK to load these files to the live
system.
NOTE: FTP errors are frequent, normally 3 or 4 for every 150 files uploaded = click on OK to accept them
and then repeat the above process until all files have been transferred successfully.
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11 Networks
The network design for the SMP web portals and the design assumptions behind this
design are documented in }. For brevity, only the diagrammatical representation
is repeated here
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Network
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12 System Qualities
12.1 Security
There are two aspects to security: Security of the server itself, and security of the data
residing on the server. The HNG-X data warehouse will be physically located in the secure
data centre in IRE11 with a backup data centre in IRE12.
The Service Management Portal is a web site hosted at the Southern Data Centre. It is
protected by firewalls and the firewalls are configured to only allow traffic from the web
site to named databases. Specifically, data can flow from the main database and from Peak
to the web server only by the use off . Data can only flow from.
the web server to the central database when accessing the Major Incident components of
the system, and these transactions are controlled via servlets.
The SMP database server is maintained in a secure area, using a security system which is
separate from the rest of the building. Access to the database is limited by username and
password. Administrator rights to any part of the server are restricted to a small number of
SSC staff.
TfS (Triole for Service) is a corporately mandated incident management system. Its
security is beyond the scope of this document.
Peak is maintained in a secure area, using a security system which is separate from the rest
of the building. Strong passwords requiring frequent changes, have been implemented.
The call narrative information held on Peak is not sensitive and is not required to be
secure. Data connected to Peaks from the live estate should also not be secure (because the
live estate security systems should prevent this), but as a “double check” such evidence is
encrypted. All encrypted evidence attached to a Peak which has been closed is
automatically deleted after 28 days.
12.2 Availability
The Data warehouse will be available during the core POCL day for use in general
reporting duties. This core day is roughly from 800am to 8.00pm. This means that all
processing and changes to the data in the data warehouse must take place between the
hours of 8.00pm and 8.00am the following day.
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The Service Management Portal is available 24 x 7 except during infrequent periods of
maintenance.
The Service Management database server is available 24 x 7 except during infrequent
periods of maintenance.
TfS (Triole for Service) is a corporately mandated incident management system. Its
availability is beyond the scope of this document.
Peak is available 24 x 7 except during infrequent periods of maintenance.
12.3 Usability
The Service Management Portal is a web site which is client-facing. The major influencing
factor in its design therefore is its usability. A user guide has been written for the SMP
and it is available on the SMP itself in the form of an html document with a hit-link from
the menu pages.
12.4 Potential for Change
Reporting requirements are subject to periodic changes and as such there is considerable
scope for change as requirements are finalised and new requirements agreed.
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13 Risks and Assumptions
The data warehouse has been in operation under Horizon for some considerable time and
as such the risks are well known and reduced. However some new reporting requirements
are being introduced and as such there is some risk. This however is very low as the data
is captured and stored in files prior to processing and as such the data is available in more
than one source, and the warehouse is able to work in “catch up mode” when necessary.
The Security requirements at HNG-X are slightly different from those at Horizon, with an
intention to provide a server which will sit between the live estate and the corporate
network. Since this server is still in design stage, it is not completely clear at present
exactly how the!” presented by the DWH will actually be collected by the SMP
database.
The Service Management Portal web server has been in operation under Horizon for some
considerable time and as such the risks are well known and reduced. The new reporting
requirements for HNG-X involve some additional development and therefore impose some
risk. The HNGX changes to the Sysman subsystems means that there will also be a
requirement to make changes to the System monitors which will have a knock-on effect on
the SMP.
To date, data relating to availability and engineer performance against SLTs has been
derived by a merger of data from SMDB and Powerhelp. With the implementation of TfS,
the incoming data feed from TfS will replace the one from Powerhelp. This imposes some
tisk because the provision of this data feed is seen as a very minor requirement in the
overall implementation of the call management System. In addition, TfS is a corporately
mandated system and therefore there will be political pressure to implement it which will
exceed anything but the most major technical issues. It is likely therefore that the data feed
from TfS will not be identical to Powerhelp and will require additional development work
in SMP.
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14 Changes expected in HNGX
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