1Redhat LinuxftServer 课程文档09 -关于客服1

CustomerService,:,8,北京,上海,香港,售后服务网络,服务网点遍布全球本地化售后技术服务,本地备件供应物流,备件库房地址：上海浦东金桥川桥路1510号4号楼,物流提供商：联邦快递,备件配送：同城当日送达异地次日送达,WorldwideCustomerService,ThecornerstoneoftheStratusavailabilitystrategy.Keepingyoursystemcontinuouslyavailabledemandsmorethanamaintenanceprogramdesignedtofixproblemsaftertheyoccur.AtStratus,serviceisneveranafterthought.Itisdesignedupfrontintoeverysystem,providingabuilt-incompetitiveadvantageagainstdowntime.PioneeredbyStratus,thisuniqueservicestrategyemploysonboarddiagnosticsthatallowthesystemitselftodiagnoseandreportproblemsautomatically-oftenbeforethecustomerevenknowstheyexist.ThiscapabilityisaccomplishedthroughtheActiveServiceNetwork(ASN).,4,CustomerAssistanceCenters(CAC),TheASNformsacontinuousdirectlinebetweeneveryStratuscomputerandtheStratusCustomerAssistanceCenters(CACs).Essentialmaintenanceservices(eventreporting,diagnostics,andpartsshipment)areallperformedautomatically.Experiencedprofessionalsprovideremoteonlineservice.WithStratus,componentfailuredoesnotmeansystemfailure.Majorcomponentswithinthesystemareduplexed.Ifonecomponentfails,itspartnercontinuesprocessing:Systemperformanceisunaffected.Replacementoffaultyparts,aswellassystemupgrades,canbeaccomplishedeasilywithoutspecializedtraining.Allthewhile,thesystemcontinuesnormaloperations.ThesefeaturesprovideUptimeAssuranceandsystemperformanceatlevelsthatexceedthehighestexpectations.,5,ContacttheCACbyPhone,CACphonenumbers800-221-6588800-828-8513TheCACrepresentativewillwanttoknowyourSiteID,thereasonyouarecalling,andwillgiveyouanumberwithwhichtotrackyourissue.,6,ActiveServiceManager(ASM),TheASMisaWeb-basedStratuscustomerinterfacetotheCAC.Itallowscustomersto:Create,update,andviewtheirissuesviatheInternetQuerytheirissuesonspecificvaluesPerformaccountmanagement,likeupdatingtelephonenumbersObtainAutomatedUptimeLayerversioninformation,7,BrowserRequirements,TheASMsupportsthesebrowsers:InternetExplorer7.xorhigherFirefox2.xorhigherInthebrowsersettings,enable:PopupsJavascriptCookies,8,WebSrv1,WebSrv2,ArchitectureHighlights,Only“point-to-point”communicationsacrosstheStratusinternalfirewallareallowed(i.e.,onlytheWebServerstalktotheinternalissuesdatabase)SSL(SecureSocketLayer)isusedtoencryptInternettransmissionsAservercertificatefromVeriSignisusedtoassureclientsthattheyareconnectedtoStratus,TheInternet,InternalFirewallRouter,FirewallRouter,StratusLAN,TheIssuesDB,9,ActiveServiceNetwork(ASN),ASNfeatures:HighlysecureworldwidenetworkUsedbyStratustomonitorandreceivemessagesfromcustomersitesIfeventoccurs,softwaresendsamessagetoCACviaASNgeneratedalerts(alsoreferredtoasalarms):EventReportingtoCACRemoteAccessfromCAC,10,ASN(Continued),Stratusvalue-addedmonitoringandreportingsoftwareComposedof:Theft-sra_asnserviceThesra_alarmandsra_rasdaemonsInterfaceswithdevicedriversandeventlogging,11,VirtualTechnicianModule(VTM),AnintegratedcomponentoftheBaseboardManagementController(BMC)oneachftServersystem.AllowsauthorizedsystemadministratorstomanageanddiagnosetheftServersystemfromthelocalsystemorfromaremotemanagementsystemwiththeASN.Componentsinclude:BaseboardManagementController(BMC),whichincludestheVTMtechnologyDedicatedVTMEthernetportsVTMconsoleremotemanagementsoftware,12,ftServerEventHandling,13,EventReporting,ASNsoftwareautomaticallyreportshardwareeventstotheCACASNsoftwaregenerateseventmessagesandputstheminthe/var/log/messagesfileASNlogscallhomeeventsinthe/var/opt/ft/asn/sra_alarmdirectory,14,Call-HomeMessages,ThealarmservicesendscallhomemessagestotheCACthroughtheInternetorthemodemEthernetadaptersprovideCACconnectivityThemodemconnectstotheCACviatelephonelineMessagesareinHTTPformatandcontainuptosixsectionsIfnetworkusesproxyserver:ConfigurebothAlarmServiceandyourWebbrowsertouseproxyserverForexample,inMicrosoftInternetExplorer,usetheConnectionstabfromInternetOptionscontrolpanelandclickLANSettings,15,CACReport,TheCACreportappearsinallalarmmessagesItcancontain:AlarminformationSysteminformationCall-homeConfigurationParametersSystemInventory,16,RemoteAccess,Ifyouallowit,theCACcanremotelydiagnoseandtroubleshootyoursystemby:Dialingintothesystem(viamodem)LoggingontothesystemoverasecureInternetconnection(viatheVTM)RemoteloginonftServerrequiredRemoteaccessgainedbytheSiteLoginIDandServicePasswordcredentialsThisaccountcanbeanexistingaccountoronededicatedforthispurpose,17,AlertsandCall-HomeMethod,ASNsendsalertstotheCACthroughacall-homemethod:InternetonlyDial-uponlyInternetthenDial-upDial-upthenInternetIfmodemconnectionfails,messagecanbesentusingasecondarymethod(ifconfigured),18,ConnectionProtocols,TheASNrequiresaconnectionprotocol:VTMInternet(usesVTMsandtheInternet)SRA_RAS_XML(usesthemodemandphoneline)VirtualTechnicianModule(VTM)connectionsinclude:VTMhardwareandsoftwareVirtualTechnicianModuleConsoleGUItosoftwarerunningontheVTM,19,ASNConfiguration,WhenyouinstallAutomatedUptimeLayer,itpromptsyoutosendsystemhealthinformationtoStratus(BasicASN).However,torealizethebenefitsoffullASNservice,youneedtomanuallyconfiguretheASNassummarizedhere.UsetheASMWebsitetoconfigureyoursystemsASNsettingsandgenerateaconfigurationfile.DownloadthefiletoyoursystemandinstallitwiththeASNConfigurationprogram.YoucanconfiguremultiplesystemsontheASMWebsite,andgenerateonefilethatincludesinformationforalloftheconfiguredsystems.TomakeASNconfigurationchangesonyourlocalsystem,updatetheinformationontheASMWebsite.Then,generateanddownloadanewASNconfigurationfileandinstallitonyoursystem.,20,SettingUptheASN,ThefollowingslidesdescribehowtousetheASMwebsitetoconfigureASNforanewsite.,21,Cusotomerportal,22,Serviceportal,23,Sampleissue,24,Step5ConfigureFirewallAccess,IfyoursitehasafirewalltotheInternet,youmustconfigureaccesstocertainWebsitesforASNconnectionsandcall-homeconnectionsthroughtheInternet.,25,Step6ConfigureASNonYourftServerSystem,Run/opt/ft/sbin/ASNConfig.TheASNConfigurationmenuappears.Selectoption5andtypethefullpathtotheASNconfigurationfile,whichistypicallynamedConfigssn.ini.Afteryoutypey(foryes),theprogramextractsinformationforthesystemfromtheASNconfigurationfileandconfiguresthesystemwiththatinformation.(Thismaytakeafewminutes.),26,TestingtheAlertConfiguration,RestartASNConfigtoreadthenewconfiguration.Selectoption8(Tocreateaninventoryreport).ASNimmediatelyreportssuccessinsendingthealert,but,infact,ASNonlyplacesthecallinaqueueonyourcomputer.WhentheASNperformsitsnextexaminationofthequeue,theASNcausesthealerttobesent.ASNcontinuallytriestosendthealertuntilthealertissuccessfullysentbyoneoftheconfiguredmethods.,27,TestingtheAlertConfiguration(Continued),Toverifythatthealertissent,waitabout5minutesaftergeneratingthealert,andthendooneofthefollowing:Examinethe/var/opt/ft/asn/sra_alarmfolderforalarmfiles.Alarmfileshavefilenamesinthefollowingformats(wherenisanumberthatincrementsby1foreachnewalarm):Alarm_n,whenanalarmisqueuedtobesent.Sent_Alarm_n,afteranalarmissuccessfullytransmitted(ifyouhaveconfiguredthesystemtopreservealerts).Failed_Alarm_n,ifanalarmcouldnotbesent.Examinemessagesinthesystemlogfile(/var/log/messagesbydefault).Toverifythatthealertwassent,lookforamessagefromthesra_alarmservicethatincludesfollowingtext:DeliveredalarmAlarm_nresult=0.0.,28,UsingASMtoManageIssues,Onceyoursiteisconfigured,administratorscanuseASMtoenter,view,andcommentonissues.SeetheASMonlinehelpfordetailedinstructionsinmanagingissues.,29,WebExIntroduction,StratushasobtainedtheservicesofWebEx,acommercialon-linemeetingservice,toprovideourcustomerswithanewoptionforremoteservice.WebExallowsremotecontrolofacustomerssystemovertheInternet,withoutaphoneconnection.InitiatingaWebExsessionfromaWindowssystem(orguestOS)onyournetworkallowsStratustoexaminetheftServerusingvSphereClientorSSH.,30,WebExhasthefollowinglimitations:WebExwillnotallowconnectionstomachinesonwhichtheWindowsOSisnotrunning.WebExrequiresthecustomertoinitiatetheremotecontrolsession.WebExusesSSLencryptiontosecurethetransmissionovertheinternet.Becauseaccesstothecustomerssystemisonlypossiblewiththecooperationofthecustomer,itissafefromunauthorizedaccess.,31,WebExIntroduction(Continued),HowDoesWebExWork?,WebExisathird-partyserviceprovidedbyWebExCorporation.WebExmaintainsservers(connectedtotheInternet)thathostWebExsessions.AstheServiceProvider,aStratusrepresentativemustconnecttotheWebExserverandestablishasession,afterwhichthecustomermustconnecttotheWebExserverandjointhesession.ViatheWebExsession,theStratusrepresentativecantroubleshootthesystem.,32,InvitingaCustomertoJoinaSupportSession(Method1),UsetheEmailInvitationfeaturetosendanemailwithahyperlinktothesupportsession.TheStratusrepresentativeusestheSendEmailInvitationbuttoninWebEx,specifyingtheemailaddressofthecustomer.WebExwillgenerateanemailwithahyperlinktothesession.ThecustomershouldcopythehyperlinktoalocalWindowssystemandclickonthehyperlinkfromthatsystem.,33,VerballycommunicatethemeetingnumbertothecustomerTheStratusrepresentativespecifiesameetingnumber.Thecustomershould,fromthelocalWindowssystem,openanInternetExplorerwindowandgototheStratusWebExWebsite.Typethemeetingnumber.ClickJoinNowtojointhesupportsession.Completetheformshowninthefollowingslide.,34,InvitingaCu