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Tealeaf CX Upgrade Manual

1. IBM Tealeaf CX Version 9 Release 0 2 June 18 2015 Tealeaf CX Upgrade Manual all Note Before using this information and the product it supports read the information in Notices on page 69 This edition applies to version 9 release 0 modification 2 of IBM Tealeaf CX and to all subsequent releases and modifications until otherwise indicated in new editions Copyright IBM Corporation 1999 2015 US Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents Tealeaf CX upgrade information Chapter 1 Overview of Upgrade Process Upgrade path Order of Upgrades 1 Upgrade CX platform and core gt applications i 2 Verify functionality of CX and core applications 3 Post Upgrade Cleanup 4 Upgrade Other Tealeaf Software Chapter 2 Upgrading and ere to New Hardware General Steps Chapter 3 Preparing to eee to the Current Release Adding or removing products Upgrade preparation Migrating to new hardware Report Server Time Zone Perform All Microsoft Recommended Updates NET Framework 4 5 is required Database Migration Additional tasks Acquire Latest Build Test Pre Upgrade System Copy Files to Each Server Backup z Data Export Getting Started with the Uperade Stopping Traffic at the HBR Stopping Traffic into Each Canister Completing Data Collection Rem
2. convert Convert legacy events fullenumconvert Convert enum lists with ref value support See Importing enumerated events importtle lt tle gt Import Event TLE from TeaLeaf System importxml lt xml1 gt Import Event XML from TeaLeaf System outfile lt file gt Writes program exit status to file dimgroups lt group1 group2 gt Dimension groups for conversion Log file Location TLEventManager exe generates and maintains a robust log file in the following location lt Tealeaf_install_directory gt Logs TLEventManager_YYYYMMDD log where e YYYYMMDD is the date stamp for the log file Log files are rolled every night at midnight Note If you encounter issues while you use the Tealeaf Event Manager utility acquire the log file for the date in question before contacting Tealeaf http support tealeaf com Conversion report For more information about the Conversion report see Chapter 8 Post Upgrade Cleanup on page 43 Data Service Log Messages If the Tealeaf system is offline errors may be generated in the Tealeaf Data Service log indicating that the service was unable to connect to other Tealeaf components For example the following error message indicates that the Data Service could not connect to Search Server 2010 03 24T16 53 58 SsConnector PrimeServer ERROR TEALEAF EXAMPLE COM 19000 Server Initialize returned null Error Initialize error for TEALEAF 19000 Cannot connect to a search serv
3. e Current Per Seconds Stats section indicates the transfer rates of each PCA process through the pipeline e Peers section indicates delivery of PCA data to the destination Processing Server and its Windows pipeline e See PCA Web Console Summary Tab in the IBM Tealeaf Passive Capture Application Manual Reporting Through the Portal you can review all active sessions From the Portal menu select Active gt Sessions The session list displays all active sessions If you are able to locate the session that you are currently creating then you verified that the Windows pipeline is working properly In the Portal session list you can click the Info icon to review session information for verification purposes See Searching Session Data in the IBM Tealeaf cxImpact User Manual In the Session List click the Pages List icon to display a list of pages in the session You can drill into individual pages to review captured data This area is useful for reviewing Windows pipeline operations such as privacy Tealeaf reference values and more e You can also replay the active session from this screen e See Searching Session Data in the IBM Tealeaf cxImpact User Manual Search To search for active sessions through the Portal select Search gt Active Sessions See Searching Session Data in the IBM Tealeaf cxImpact User Manual e If you triggered a known event in your session you can search by that event for sessions
4. you must complete the upgrade in the order described in this section In All Databases mode Use this procedure to upgrade your databases in All Databases mode Note You should be on the Tealeaf Portal Server 1 Run the following executable lt Tealeaf_Install_Directory gt Reporting TeaLeafDatabaseManager exe 2 Enter your connection information See Tealeaf Database Manager Reference in the IBM Tealeaf Databases Guide 3 In the menu select Mode gt Database Setup gt All Databases 4 From the Action drop down select Upgrade 5 Click OK Note After you begin installation or upgrading in All Database Mode canceling interrupts the process after the requested action is completed on the current database The actions on the current database and all previous databases are retained and any remaining databases are left untouched You may want to revert to the backup or make adjustments before you complete the action 6 After the operation completes review the output window e Be sure to review the Failed Statements pane to verify that all statements were successfully run Note After completion of an upgrade the Tealeaf Database Manager attempts to start the SQL Server services on the host machine in case they stop at some point If the Database Manager fails to start them on a remote machine an error message may be generated If the services are operational then this message is harmless a restart of SQL Server is not
5. Chapter 8 Post Upgrade Cleanup 47 48 e In some cases scorecard data is not successfully recalculated If the data is not present after the Data Collector run then troubleshooting steps are provided to address this issue See Scorecard Aggregation Dates in the IBM Tealeaf cxView User Manual Verify Exported Dashboards 1 From the Dashboards menu select one of the Dashboards that you exported from your pre upgrade system Note Do not use the Deprecated Technical Site Metrics dashboard for comparison It is included if you customized that dashboard and need to migrate those customizations to Release 8 1 or later which includes a different version of the dashboard Technical Site Metrics 2 Compare the data in the selected dashboard to the dashboard version that you exported before the upgrade e See Using Dashboards in the IBM Tealeaf cxView User Manual 3 Repeat the steps for any other dashboards you may have exported Verify Search Templates As part of the upgrade process the Canister and Search Server identifiers are rebuilt in the database After the upgrade is complete verify that the default search servers identified in your search templates are valid In the template properties verify that the Search Server property is properly specified e See Configuring Search Templates in the IBM Tealeaf cxImpact Administration Manual Reconfigure cxReveal Search Templates The IBM Tealeaf cxReveal Search database enabl
6. No additional tests are required See Initial Portal Configuration in the IBM Tealeaf CX Configuration Manual Chapter 10 Testing Your Tealeaf Solution 59 Pipeline No additional tests are required See Initial Portal Configuration in the IBM Tealeaf CX Configuration Manual Optional Components RTV RTV tests are included as part of the workflow in this testing procedure IBM Tealeaf cxResults The key criteria for configuring IBM Tealeaf cxResults are establishing a unique multi session identifier for each visitor and being able to search for visitors See Testing for Unique cxResults Identifier on page 64 IBM Tealeaf cxReveal No additional tests are required See Initial cxReveal Configuration in the IBM Tealeaf cxReveal Administration Manual IBM Tealeaf CX Mobile Module Optionally you can perform these tests by using a mobile device to verify proper configuration of the IBM Tealeaf CX Mobile module See Testing for Mobile Visitors on page 64 IBM Tealeaf cxConnect for Data Analysis No additional tests are required See Initial c Connect Configuration in the IBM Tealeaf CX Configuration Manual IBM Tealeaf cxVerify No additional tests are required See Initial cxVerify Configuration in the IBM Tealeaf CX Configuration Manual To capture all of the above configuration items you may decide to perform multiple captures of different aspects of the web application Since some of the following tests are applied
7. Scorecards in the IBM Tealeaf cxView User Manual 4 Verify the data in the exported scorecard against the displayed version Export Dashboard From the Portal menu select a dashboard from the Dashboards menu Verify that the dashboard contains meaningful data In the upper right corner click Options Email the dashboard to yourself A PDF version of the dashboard is attached to the email Verify the data in the exported dashboard against the displayed version aR oN os Capturing Additional Test Sessions You may want to create sessions to test the following situations Testing for Mobile Visitors If you enabled the IBM Tealeaf CX Mobile module you can perform the tests by using a mobile device to verify that Tealeaf is properly configured to capture mobile user activities Testing for Unique cxResults Identifier If you licensed and enabled IBM Tealeaf cxResults generate and close a second session to verify that you generated a visitor identifier in the session list that matches two sessions See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Alerts If you enabled the alert service complete the following procedure to test alerts e For more information about enabling the alert service see Configuring the Alert Service in the IBM Tealeaf CX Configuration Manual This procedure defines an alert that is triggered when the number of active sessions is greater than 1 After you define the a
8. cxImpact See cxReveal Installation in the IBM Tealeaf cxReveal Administration Manual Upgrading the Tealeaf Cookie Injector See Installing and Configuring the Tealeaf Cookie Injector in the IBM Tealeaf Cookie Injector Manual Archive Transfer all backups that you made before the upgrade to a safe and permanent location Send message If you are notifying Tealeaf users that the upgrade is complete mention the following Note The IBM Tealeaf CX system is upgraded Before you begin to use Tealeaf clear your browser s cache as files in your cache might change on the server during the upgrade For more information about clearing the cache see your browser s documentation Upgrade Troubleshooting Problem No events displayed in the Tealeaf Portal If no events are appearing in the Tealeaf Portal and you had active events in your pre upgrade Portal you may need to reload the event definitions through the Tealeaf Database Manager e See Installing Tealeaf Databases in the IBM Tealeaf Databases Guide Chapter 8 Post Upgrade Cleanup 51 Location This report is stored in the following location lt Tealeaf install directory gt VLogsATLEventManager Report yyyyMMdd HHmmss html Color Codes The report provides conversion status information by using color coded indicators Table 4 Color Codes Color Level Notes green Success No action is required orange Needs Attention Converted object may requ
9. d If prompted for the TMS server at any point during the upgrade process enter the machine name of the TMS master e On the Welcome screen click Next f On the Upgrade screen the list of components to upgrade is displayed Click Yes g If your pre upgrade system does not include IBM Tealeaf cxResults or IBM Tealeaf cxReveal the Upgrader may prompt you to choose to install these products h If your pre upgrade system does not include a Tracking Service the Upgrader displays a window asking Do you want to configure Tracking Service Chapter 4 Upgrading Tealeaf Software on a Server 19 The Tracking Service tracks Replay Server logging information and delivers the logging data to Browser Based Replay BBR Configure the Tracking Service if administrators need access to real time page load logging information in BBR For information about real time page load logging see the IBM Tealeaf cxImpact Administration Manual If you do not want to create a configuration for the Tracking Service click No If you want to create a configuration for the Tracking Service click Yes The Upgrader presents a configuration window in which you specify a Server and Port The server and port information you enter is applied to the common registry used by IBM Tealeaf Servers Note The registry is still available inside Tracking Service component but other services look at the same registry location i The upgrade process begins during which t
10. install your current version of the PCA If the PCA fails to install and you are unable to rectify the problem you may use RPM to revert to the old version of the PCA its RPM file Copyright IBM Corp 1999 2015 53 See Reverting Your PCA Upgrade on page 55 For more information on downloading IBM Tealeaf see IBM Passport Advantage Online Data Capture Note Unless the PCA is using failover Tealeaf does not capture hits at all during the period between the Tealeaf stop and Tealeaf start commands Typically this process lasts between 5 10 minutes Tealeaf recommends scheduling the upgrade during off peak hours Depending on your version of the PCA Failover may or may not be supported See PCA Web Console Failover Tab in the IBM Tealeaf Passive Capture Application Manual Upgrade Passive Capture Note The upgrade process for the IBM Tealeaf CX Passive Capture Application is consistent across all versions of Linux 1 Log on to the IBM Tealeaf CX Passive Capture Application server as root 2 Stop Tealeaf services tealeaf stop 3 Navigate to the root directory where the rpm file is stored cd root 4 Upgrade the Tealeaf Capture software by using the following command rpm Uvh lt tealeaf rpm gt e Example RPM from PCA 3330 tealeaf pca 3330 1 RHEL3 1386 rpm 5 Verify that process completes without errors 6 Start Tealeaf services tealeaf start Verify Passive Capture 1 Log on to the IBM Tealeaf CX Pas
11. installation e If you modified the ADMIN group you must update menu permissions manually for that group For all other users and groups you must configure the appropriate permissions e See CX User Administration in the IBM Tealeaf cxImpact Administration Manual Event Model Backup Before you begin making modifications to your event definitions you may want to perform an event model backup which can be used to restore event definitions to a previous state e See Event Model Backup and Restore in the IBM Tealeaf cxImpact Administration Manual Chapter 8 Post Upgrade Cleanup 45 Verify Tealeaf Operations 46 After you upgraded all Tealeaf servers with the appropriate software you can use the following steps to verify basic Tealeaf operations through the Tealeaf Portal i Log in to the Portal as a regular Tealeaf user Note When you log in to the Portal you might notice that a message at the top of the window indicates that there is a delay in processing reporting data During the period when the upgrade was completed hits were received and were spooled until they were processed In time this message disappears See Portal State Messages in the IBM Tealeaf cxImpact User Manual e Check various pages in the Portal to see that data is being properly received and displayed Log in to the Portal as an Administrator e Check that data is being properly received and displayed in the selections available in
12. paths in the Tealeaf Upgrader is supported only if they reference locations on the local machine 1 Back up the contents of the Tealeaf Install Directory on the server to a location on a different hard disk drive or a different machine Retain this location Note If you receive an error that indicates that TLREPORTS_EVENTDATA is being used by another user the Tealeaf databases are installed within the Tealeaf install directory You must stop the following service through the Administration console SQL Server MSSQLSERVER Then execute the copy After the copy is completed restart the SQL Server services Tealeaf CX Upgrade Manual Note This directory backup does not create an effective backup of the Tealeaf databases That backup must be executed through your SQL Server administration tools For more information see the SQL Server product documentation From the Tealeaf distribution copy the following directory to the machine where the upgrade is to be completed Do not copy to the Tealeaf install directory lt software_distribution_directory gt cx Upgrade_ Verify that the current run of the Data Collector is complete See Chapter 3 Preparing to Upgrade to the Current Release on page 7 If it is open close the Windows Event Viewer Control Panel Open a command line shell Navigate to the directory where you stored the Tealeaf upgrade distribution From the upgrade directory run Setup exe Note If p
13. required during upgrade Chapter 7 Upgrading the databases to the current release 35 In Single Database mode Follow these steps in the order shown to manually upgrade your Tealeaf databases The databases must be ugraded in the following order 1 The System database must be upgraded first 2 The Reports database must be upgraded second Note If you install or update the System database you must install or reinstall the event definitions through the Tealeaf Database Manager at some later point in the installation process See Installing Tealeaf Databases in the IBM Tealeaf Databases Guide 3 The other databases can then be created and updated in any order Perform the following steps on the Tealeaf Portal Server 1 Run the following executable lt Tealeaf_Instal _Directory gt Reporting TeaLeafDatabaseManager exe 2 Enter your connection information See Tealeaf Database Manager Reference in the IBM Tealeaf Databases Guide 3 Upgrade the System database Note The System database must always be created first a In the menu select Mode gt Database Setup gt Single Database From the Database drop down select System From the Action drop down select Upgrade Click OK After the operation completes review the output window pao e Be sure to review the Failed Statements pane to verify that all statements were successfully run Note If you install or update the System database you must install or r
14. storage To review status reports select Tealeaf gt System Status b In the System Status submenu select a report Review the report for error conditions warnings or problems with capacity or utilization These issues should be examined and if possible addressed before upgrading c For the selected report review the subreport for each Tealeaf server in the environment d Repeat the steps for each type of System Status report Showstoppers If you have error conditions or significant performance problems in any of the following Tealeaf components do not proceed with the upgrade prior to resolving these issues e Tealeaf Reference Utility Before you upgrade you should verify that your reference values are properly configured and are appearing as expected in reports ResultSet Extractor Service To verify operations of the RSE Service analyze a session segment that contains many sessions e Data Collector must be able to complete collections To verify operations select the Collector Statistics tool when the Canister Indexer is selected in the Portal Management page e Verify Customer Support issues If you have any open Customer Support issues it is a good practice to verify with Customer Support that they do not impact the upgrade Copy Files to Each Server On each Tealeaf server to be upgraded copy the following files e For each Tealeaf IBM Tealeaf CX Passive Capture Application Server 1
15. the Tealeaf menu e Perform the same Portal tests that you executed on the solution before the upgrade See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Launch the IBM Tealeaf CX RealiTea Viewer if it is used in your Tealeaf solution e Verify that you can see search for and replay Tealeaf sessions Check for Active Sessions If all Tealeaf services successfully restarted you can verify capture of session data through the Portal i 2 In the Portal menu select Active gt Sessions Verify that a non zero number of sessions is displayed e See Monitoring Active Sessions in the IBM Tealeaf cxImpact User Manual If no sessions are displayed you can verify the state of your Windows pipelines From the Portal menu select Tealeaf gt TMS The Tealeaf Management System is displayed See Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual Click the Pipeline Status tab You can verify that non zero numbers of hits are being processed by your operational pipelines e See TMS Pipeline Status Tab in the IBM Tealeaf cxImpact Administration Manual If no hits are entering the pipeline there may be an issue in the IBM Tealeaf CX Passive Capture Application e The PCA may not capture enabled See PCA Web Console Console Tab in the IBM Tealeaf Passive Capture Application Manual e The PCA may not be configured to deliver hits to the appropriate Transport Service S
16. the server 4 Stopped traffic and allowed Data Collector finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occur during installation or upgrade see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 1 Stop Services Stop all Tealeaf Services on the server that is being upgraded 1 Log in to the server as an administrator 2 Stop all Tealeaf Services Start gt Programs gt Tealeaf Technology gt Stop All Services or Start gt Programs gt Tealeaf Technology gt Stop Tealeaf Services 3 Wait until all services stop 4 Open the Windows Services applet and manually stop all remaining services whose name begins with Tealeaf including the following Copyright IBM Corp 1999 2015 23 e Tealeaf Scheduler Service e Tealeaf Transport Service e Tealeaf Management Service 5 Close the Windows Services Control Panel 6 If it is open close the Windows Event Viewer Control Panel 7 When these services are stopped yo
17. want to review the rs_activity_log table to identify if the data should be preserved or not To fix this issue Chapter 7 Upgrading the databases to the current release 37 Back up the contents of the rs activity log if you want to preserve it for auditing purposes You can do either of the following a Increase the SQL Server timeout setting for the Tealeaf databases b Clear the rs activity log database Increasing the SQL Server timeout Complete the following steps to increase the SQL Server timeout setting that is used by Tealeaf and complete the upgrade 1 2 3 13 Log in to the Tealeaf Portal as an administrator From the Portal menu select Tealeaf gt TMS The Tealeaf Management System is displayed See Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual In Server view click the Tealeaf node Select Shared configuration information In the Config Actions pane click View Edit The Tealeaf Report Configuration dialog is displayed Click the Database tab Click Connection Timeout e By default this value is set to 600 seconds which is 10 minutes Enter a higher value and click Apply 10 11 12 Click Save In the Update Servers dialog select Add Tasks and Submit After the job runs all Tealeaf servers in your environment are updated with the new database connection timeout setting e See TMS Jobs Tab in the IBM Tealeaf cxImpact Administration Man
18. while the session is still active you should perform all of the tests on the page for the first session before you begin capture and testing of any subsequent sessions See Capturing Additional Test Sessions on page 64 Generate Session 1 Open Internet Explorer 2 Browse to the home page of the web application 3 4 Note the time at which you started local capture This timestamp should be Start Client Side Capture correlated to the timestamps that later appear in the Portal Navigate to the pages in the web application that you must capture to complete the tests of the above systems Do not close the session Continue with the following tests Note Depending on the data volume network throughput and server performance there may be a delay between beginning your session and hits appearing in Tealeaf Active Session Tests The following tests can be applied to the active session you are currently capturing Capture If you are in a production environment with general web traffic you may not be able to test for the capture process only It may not be easy to detect the hit data for your specific active session through the PCA Web Console or the Windows pipeline which receives the PCA data 60 Tealeaf CX Upgrade Manual However if you are in a test environment with no other traffic you may be able to verify capture by monitoring the following sections in the Summary Tab of the PCA Web Console
19. you upgraded from Release 7 2 contact Tealeaf support for a SQL patch Remove Tealeaf Upgrader Files from Servers If you successfully verified operations of the above features you can remove the Tealeaf Upgrader and installation files from each server in your environment now Upgrading Other Tealeaf Components After you complete the steps and verify that Tealeaf is operating review and perform the following upgrades Upgrade RTV The IBM Tealeaf CX RealiTea Viewer RTV stand alone application enables Tealeaf users to replay sessions from the Windows desktop e IBM Tealeaf CX RealiTea Viewer installations on Tealeaf servers are automatically upgraded when the other Tealeaf software is upgraded on the system Chapter 8 Post Upgrade Cleanup 49 50 Note All RTV users should upgrade their desktop installations to the RTV version provided with the upgrade distribution Old versions of RTV cannot evaluate Release 8 x event data Release 8 x versions of RTV can search for and read in Release 7 x sessions This upgrade process should be coordinated to occur near the core upgrade The IBM Tealeaf CX RealiTea Viewer requires a separate installation and upgrade for each desktop on which it is installed in your environment Note As part of your upgrade you may be required to apply changes to the Tealeaf js stub file used by RTV Note It is important to upgrade the Tealeaf js file see RealiTea Viewer Overview in the IBM T
20. 0 Tealeaf CX Upgrade Manual 1 Verify that the machine meets the system requirements and has the installed operating system components See Installation in the IBM Tealeaf Passive Capture Application Manual 2 Copy the OS appropriate rpm file to the root directory of each PCA server For each Tealeaf server 1 Copy the upgrade zip file into a temporary directory on the hard disk drive where the software is to be installed 2 Extract the zip file on each server Copy event definition files from Event Master server If the Report Server is hosted on a different machine from the Processing Server Canister you must copy the event definition files from the Event Master server to the Report Server before it is upgraded Instructions are provided for you during the Report Server upgrade e See Release Upgrade for Reporting Server on page 27 Backup Verify that any scheduled TLBackup backup jobs occurred and completed successfully on last execution e Later in the process you back up the SQL databases before they are upgraded Recommended backup Before you begin Tealeaf recommends that you perform the following backup operations e Complete mirroring of each server that is to be upgraded The servers where the databases are stored and the Event Master server are the most important e Valid backup of all SQL Server databases For more information see the SQL Server product documentation Upgrade with HBR He
21. 4 Right click the service and select Properties 5 Click the Logon tab 6 Click the Local System account radio button 7 Select the Allow service to interact with desktop option 8 Click OK 9 Right click the service and select Restart 10 Repeat the steps for any other Replay Servers in your Tealeaf environment Replay Server Access to Origin Server The Tealeaf Replay Server requires access to the server that hosts the web application for effective replay See Configuring the Replay Server in the IBM Tealeaf CX Configuration Manual Updating POST Data Matching Configuration to Recognize New Content Types If you upgraded to the current release and use the DWR library you must update the Replay Server profile and each RTV replay profile to recognize the DWR requests and to apply the appropriate POST data matching plug in to locate the corresponding response e See Configuring the Replay Server in the IBM Tealeaf CX Configuration Manual e Individual users of RTV must apply this change to their local replay profiles See RealiTea Viewer Overview in the IBM Tealeaf Realilea Viewer User Manual Start All Tealeaf Services If you did no do so already start all Tealeaf services on all upgraded servers Configure Permissions Note If your upgrade includes any newly licensed Tealeaf products automatic access to product features is granted to the ADMIN group if you did not modify your ADMIN group permissions since original
22. Adding as a new component to this server Upgrading an existing HBR After Upgrading HBR Next Steps dga BAUNA C Z E ZG cc Chapter 7 Upgrading the databases to the current release SQL Server versions Database compatibility mode SA permissions required Use of dynamic ports Required temporary space Preparing the Report Server Preparing the database server Database upgrade steps Disabling the StatsLogger session agent Creating the cxReveal databases Upgrading the databases Troubleshooting 24 24 25 25 25 26 26 26 26 26 n2 27 27 lt 27 e 27 i 27 27 28 28 28 29 lt 29 229 29 30 30 30 30 30 lt 31 lt 31 31 31 32 32 lt 32 v 32 33 lt 33 239 pala 33 33 34 34 34 34 35 35 37 iii Upgrading when the database server times out during upgrade of rs activity log table soe TLEventManager Utility 38 Prerequisites 39 When to Use 39 Chapter 8 Post Upgrade Cleanup 43 Updating the Tealeaf Application Pool settings 43 Review Print Out of Preparing Page 43 Apply Any Patches ees 43 Review Conversion report 43 Review Logs 3 43 TLEventManager log i z 44 TealeafDatabaseManager log 44 Event Viewer i 44 Set Recovery Model to Simple i 44 Re Apply Portal Custom Configurations 44 Replay server post upgrade cleanup tasks 44 Disable Interactive Serv
23. Capture is a component of the IBM Tealeaf CX license When deployed with your web application UI Capture enables the capture and processing of user interface events that occur on the client browser enabling high fidelity replay and additional reports on client side metrics e See UI Capture FAQ in the IBM Tealeaf UI Capture for AJAX FAQ Note If you deployed the IBM Tealeaf CX UI Capture for AJAX library to your web application it is recommended that you upgrade to the latest version as Tealeaf CX Upgrade Manual part of your overall upgrade to Tealeaf Release 8 Depending on how UI Capture is implemented and deployed with your web application this process may require significant lead time to complete Note You must upgrade IBM Tealeaf CX UI Capture for AJAX to build 2011 03 15 1 or later if you licensed IBM Tealeaf CX Mobile to replay mobile sessions in Release 8 1 or later e See UI Capture for Ajax Installation and Implementation in the IBM Tealeaf UI Capture for AJAX Guide Upgrading Other Tealeaf Applications Upgrading cxReveal database IBM Tealeaf cxReveal now includes a separate database and Windows pipeline to enable search for sessions based on session attributes When you upgrade IBM Tealeaf cxImpact IBM Tealeaf cxReveal can be upgraded at the same time Note To enable the IBM Tealeaf cxReveal database and Windows pipeline separate installation and configuration is required after you have upgraded IBM Tealeaf
24. QL Server login Note To upgrade the databases the database user account must have SA privileges Database upgrade steps Follow the procedures in this section to upgrade your databases Disabling the StatsLogger session agent The database upgrade may hang during the System upgrade step if an active Stats Logger session agent is enabled in the Windows pipeline on the Report Server and is actively writing to the SQL Server database 34 Tealeaf CX Upgrade Manual Before you begin consider disabling the Stats Logger session agent on the Report Server Creating the cxReveal databases If you have newly licensed IBM Tealeaf cxReveal or are upgrading from a version of IBM Tealeaf cxReveal that did not include the IBM Tealeaf cxReveal database you must create the IBM Tealeaf cxReveal database through the Tealeaf Database Manager e The IBM Tealeaf cxReveal database was introduced in Release 7 2 12 7296 It requires separate installation and configuration of a dedicated Windows pipeline e The IBM Tealeaf cxReveal database requires a separate installation process See cxReveal Installation in the IBM Tealeaf cxReveal Administration Manual Upgrading the databases Through the Tealeaf Database Manager the Tealeaf databases can be upgraded all at one time or individually For Release 8 x the databases must be upgraded in a specific order This order is managed for you in All Databases mode When you upgrade databases individually
25. To search for active sessions in RTV click the Search Active Sessions check box in the Search Builder tab For more information about RTV search see RealiTea Viewer Session Search and Subsearch in the IBM Tealeaf RealiTea Viewer User Manual Replay If you find the active session in the Portal you can click the Camera icon in the Session List to replay the session e Depending on your configuration you may be able to use the method to replay in the Portal RTV or both See CX Browser Based Replay in the IBM Tealeaf cxImpact User Manual e For more information about RTV replay see RealiTea Viewer Replay View in the IBM Tealeaf RealiTea Viewer User Manual Completed Session Tests If you successfully completed the tests then you can end the session at which point it is queued for transferred to the Long Term Canister for indexing e Stop your Client Side Capture and save the capture file to a local directory Chapter 10 Testing Your Tealeaf Solution 61 Capture No additional testing is required Search If you are able to find your completed session by using a completed session template then you verified indexing operations Specifically you should perform a search for known data in the appdata section of the request which is always indexed e If you triggered a known event in your session you can also search by that event for sessions e See Searching Session Data in the IBM Tealeaf cxImpact User Manu
26. abase requires special setup In the menu select Mode gt Database Setup gt Single Database From the Database drop down select Search From the Action drop down select Upgrade Click OK Close the output window oaos o 8 In single database mode after you complete the upgrade you must install the event definitions Troubleshooting Topics in this section describe steps you can take to resolve common problems you might encounter when upgrading your database Upgrading when the database server times out during upgrade of rs_activity_log table Use this procedure when you encounter a timout error during a database upgrade During the upgrade of the rs_activity_log table in the TL_SYSTEM database you may receive a timeout error similar to the following 4 8 2010 9 04 40 AM TL_SYSTEM ERROR There was an error executing the command list Timeout expired The timeout period elapsed prior to completion of the operation or the server is not responding At statement Move all the DocumentsFound attribute values into the new REPORT_VALUE column to make them reportable chartable in the Portal This database table contains the user activity logs from the Portal In pre Release 7 2 versions there was a known issue in which this database table was not properly trimmed As a result the table can grow large Depending on the size of the SQL Server timeout setting the timeout may occur during the upgrading of this table You may
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28. al e For more information about RTV search see RealiTea Viewer Session Search and Subsearch in the IBM Tealeaf RealiTea Viewer User Manual Searching for Visitors If you enabled IBM Tealeaf cxResults you can perform a search for the session that is based on the visitor identifier When you drill down into the results you should be able to retrieve the same session as above e For more information Searching for Visitors in the IBM Tealeaf cxResults User Manual Replay In the Session List page you can click the Camera icon to replay the session For replay in this case verify the following against the version you captured by using Client Side Capture e Verify the page counts of each capture e Verify that the last page of each capture corresponds to the other capture For RTV e Look at several pages in the RTV capture to verify that all meaningful content is displayed e If highlighting is enabled in RTV check that the appropriate page elements have been properly highlighted e If UI Capture is deployed in your web application then you should verify that a selection of UI events is captured and displayed appropriate in RTV UI Capture requires a separate deployment of JavaScript into your web application infrastructure See UI Capture for AJAX Guide in the IBM Tealeaf UI Capture for AJAX Guide Discrepancies between the Tealeaf replay and your CSC replay should be reconciled by using replay rules in your pr
29. aleaf cxResults and IBM Tealeaf cxReveal Note Tealeaf recently changed its license key format If you have not done so already acquire a new license key from Tealeaf http support tealeaf com Note If you are uninstalling and reinstalling Tealeaf software on a server that hosts the Report Server the Tealeaf databases are uninstalled and reinstalled as part of the process Before you begin execute or verify a current backup of the Tealeaf databases Tealeaf CX Upgrade Manual Note e Back up the Tealeaf directory Mirror the entire server if possible e Before you begin identify the components that are going to be installed on this server During the installation process you must select from the following available components IBM Tealeaf CX Components base IBM Tealeaf CX Impact platform Transport Service Processor Service Report Server and Portal Application e If you are changing components you need a new license key to complete the installation For more information contact http support tealeaf com Uninstall e If you have not done so already download the IBM Tealeaf CX Impact zip file from the distribution Extract it in a directory on the server that is not within the Tealeaf installation directory e Before you begin you must stop all Tealeaf services including the ones that cannot be stopped through the menu You also backed up the Tealeaf installation directory on the server For more i
30. alth Based Routing HBR enables effective load balancing and spooling in a multi Canister environment If you installed HBR or have an extra server available where you can install HBR Tealeaf recommends enabling HBR before upgrade and using it as part of your upgrade process The use of HBR significantly mitigates the potential for data loss during the migration e See Chapter 1 Overview of Upgrade Process on page 1 e For more information about HBR see Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Event Model Backup If you are upgrading from Release 8 4 or later you should perform a backup of your Tealeaf event model which can be used to restore event definitions to your pre upgrade system e See Event Model Backup and Restore in the IBM Tealeaf cxImpact Administration Manual Chapter 3 Preparing to Upgrade to the Current Release 11 Data Export Before you shut down services and upgrade you can perform the following exports from your Tealeaf system Export a dashboard Through the Tealeaf Portal export a dashboard for a specific date or week that contains a representative sample of event information This dashboard can be used after upgrade to verify that data was successfully migrated Note Avoid exporting for the current date 1 From the Dashboards menu in the Portal select the dashboard that you wish to export Note Do not select the Technical Site Metrics das
31. and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in source language which illustrate programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs The sample Tealeaf CX Upgrade Manual programs are provided AS IS without warranty of any kind IBM shall not be liable for any damages arising out of your use of the sample programs Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corp registered in many jurisdictions worldwide Other product and service names might be trademarks of IBM or other companies A current list of IBM trademarks is available on the Web at Copyright and trademark information at www ibm com legal copytrade shtml Privacy Policy Considerations IBM Software products including software as a service solutions Software Offerings may use cookies or other technologies to coll
32. apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk Copyright IBM Corp 1999 2015 69 70 IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you Licensees of this program who wish to have information about it for the purpose of enabling i the exchange of information between independently created programs and other programs including this one and ii the mutual use of the information which has been exchanged should contact IBM Bay Area Lab 1001 E Hillsdale Boulevard Foster City California 94404 U S A Such information may be available subject to appropriate terms and conditions including in some cases payment of a fee The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Cu
33. as an administrator 2 Navigate to the following directory lt Tealeaf_install_directory gt Reporting 3 Execute the following command at the command line TLEventManager exe bootstrap 4 If the events are successfully loaded the following message is displayed Event Manager Utility completed with return code 0 OK Return codes Below you can review the possible return codes are their meaning Note If you receive a non zero return code when you load event definitions from the command line after a fresh installation retrieve the log file for the utility from the Logs directory and contact Tealeaf http support tealeaf com Chapter 7 Upgrading the databases to the current release 39 Table 3 Return codes Return Code Description 0 No Errors 1 Invalid command arguments 2 Unable to connect to the Data Device 3 Data Service started with error 4 License file not valid 5 Unable to load internal event resources 6 Unable to load event definitions from the Data Service 7 Error saving events 8 Error saving reports 9 Invalid namespace 10 Unable to connect to Search Server 1 Error saving legacy event definitions 12 A required Dimension Group was not found 13 Error loading 7 2 event CSVs 14 Error importing converting events 15 Error converting Custom Charts 16 Error converting Dashboards 17 Error converting Scorecards 18 Error converting Sch
34. based Tealeaf server in the environment and make adjustments to the process as needed Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support Prerequisite checklist Review the following checklist before beginning the upgrade Note Avoid using localhost entries in the Upgrader Particularly for the Report Server these entries can corrupt Portal features in the upgraded system e These references should be purged from the entries in the Portal Management page before the upgrade is initiated See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Before you begin verify that you completed the following items e Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 e Reviewed the changes for Release 8 See Migration to the current release e Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 1 Copied Tealeaf software to each server For every server that you are upgrading you should copy the Tealeaf software to a directory outside of the Tealeaf installation directory 2 Backed up the server You should perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it Ideally you should create a complete mirror image of the server e Stopped traffic and allowed Data Collector
35. bout the database upgrade is available on this page See Upgrading the Databases in the IBM Tealeaf CX Upgrade Manual Tealeaf CX Upgrade Manual Before You Begin As part of the upgrade of the Reporting Server all Tealeaf databases can be upgraded as well Before you begin to upgrade the Reporting Server review the prerequisites and other requirements for upgrading the database which includes acquiring the necessary permissions to complete the upgrade Upgrading the databases to a new release requires system administrator privileges See Upgrading the Databases in the IBM Tealeaf CX Upgrade Manual If the upgrade process includes a migration of the SQL databases to a new server see Migrating Tealeaf Databases in the IBM Tealeaf Databases Guide User Permissions The user account that is used during the upgrading of the databases requires ADMIN privileges During the upgrade steps the following dialog is displayed Upgrading the Report Visitor databases require the current user to have DB admin privileges If this not the case select NO This can be performed later by one with sufficient privileges See Chapter 7 Upgrading the databases to the current release on page 33 Upgrading the Reporting Servers Upgrade the Tealeaf software on the Reporting Server Adding as a new component to this server If you are adding the Reporting Server to the current machine you must use the Tealeaf Installer The com
36. cate Config Actions and select View Edit Raw OoOaQ 0 0D o Locate the Decoup1Ex heading in the configuration text The value of SpoolDir displays the spool directory 3 Delete the Canister spool files Canister spool files use tsp as the file extension Continue with Next Steps to continue the upgrade process Next Steps Depending on the number of physical servers and the use of Health Based Routing HBR in your Tealeaf deployment the upgrade process can be straightforward or more involved e All In One If you are upgrading an All in One Tealeaf deployment see Chapter 5 Release Upgrade for All in One Deployment on page 23 14 Tealeaf CX Upgrade Manual e Multi Machine Deployment If your Tealeaf environment contains multiple Processing Servers remote Report Servers or both or if it uses Health Based Routing see Chapter 6 Upgrade for Multi Server Deployment on page 25 For more information about Tealeaf architecture see Overview of the CX System in the IBM Tealeaf CX Installation Manual For more information about HBR see Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Chapter 3 Preparing to Upgrade to the Current Release 15 16 Tealeaf CX Upgrade Manual Chapter 4 Upgrading Tealeaf Software on a Server This section describes how to upgrade Tealeaf software on an individual server You must repeat this basic process on each Windows
37. database See cxReveal Installation in the IBM Tealeaf cxReveal Administration Manual e IBM Tealeaf cxConnect for Data Analysis e IBM Tealeaf cxVerify This upgrade step applies to the following Tealeaf servers e Report Server e Processing Server Canister Search Server e Portal Server SOL Server host of the Tealeaf databases Depending on your Tealeaf deployment these servers may be hosted on a single machine or on multiple machines Specific steps for upgrading based on the number of servers are provided later in this document Upgrading with HBR In a multi Processing environment the potential for data loss is best mitigated in an HBR environment Health Based Routing enables the balancing of loads between Processing Servers When one server is offline the HBR server redistributes the load enabling you to upgrade Processing Servers sequentially If no Processing Server is available hits are spooled to the storage device on the HBR machine e HBR does not apply to environments with a single Processing Server Note When upgrading the IBM Tealeaf CX platform and core applications in multi Canister environments Tealeaf recommends using Health Based Routing to manage load balancing while Canisters are offline during the upgrade e HBR requires a separate dedicated machine to run the HBR pipeline See Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual 2 Verify functionality o
38. e process is required to match the configuration of most customer installations For more information please contact Tealeaf Professional Services Copyright IBM Corp 1999 2015 v vi Tealeaf CX Upgrade Manual Chapter 1 Overview of Upgrade Process The objective of the upgrade is to minimize downtime and data loss The recommended approach is to suspend the processing components letting data spool to disk while the Data Collector collects any unaggregated statistical data The system can then be upgraded When it is restarted it will attempt to work off the spooled data until it catches up Note If you have any questions about the process or the steps required to upgrade your Tealeaf solution please contact support Note During the actual upgrade of the processing server software in a non HBR environment incoming data will be lost but this approach minimizes that loss After the processing servers are restarted the Reporting Server and database upgrades must be completed in a timely manner to avoid getting too far behind e Where possible Tealeaf recommends upgrading using HBR See Upgrading with HBR on page 2 Note These general instructions may need to be modified for your installation Review with Tealeaf Customer Support before attempting the upgrade In most environments Tealeaf s ability to capture all session traffic for a web application performs an important business function Since Tealeaf is upgraded
39. e recommended order of upgrade by upgrading HBR last then you can ignore this note e After you upgraded HBR and rebooted the server the Tealeaf Management Service automatically restarts If you did not upgrade other Tealeaf servers yet this service must be stopped manually TMS on the upgraded server should not be allowed to communicate with other servers that are not yet upgraded Next Steps If you are performing a multi server upgrade you may resume the process with other servers See Chapter 6 Upgrade for Multi Server Deployment on page 25 32 Tealeaf CX Upgrade Manual Chapter 7 Upgrading the databases to the current release This section describes how to upgrade the Tealeaf databases to the latest version of Tealeaf Depending on how databases are deployed in your Tealeaf environment you may choose to upgrade the databases inline with upgrading its host server or after you complete your upgrade of the Report Server Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact http support tealeaf com Note It is possible to upgrade your Tealeaf software and migrate only your event and alert definitions into a new database See Upgrading with Event and Alert Migration Only in the IBM Tealeaf CX Upgrade Manual SQL Server versions Make sure you are using a supported version of SQL Server See Supported SQL Server Versions for a list of sup
40. ealeaf RealiTea Viewer User Manual Recommended PCA Upgrade Note Avoid upgrading the PCA and the IBM Tealeaf CX platform at the same time Upgrading asynchronously may help in resolving any issues that occur during the upgrade process In most deployments the IBM Tealeaf CX Passive Capture Application can be upgraded independently of the Windows based components of IBM Tealeaf CX Tealeaf recommends that you upgrade the PCA after you perform the core upgrade Note Tealeaf recommends upgrading the PCA to the latest version when possible If issues are encountered after you upgrade the IBM Tealeaf CX platform and core applications an upgrade of the IBM Tealeaf CX Passive Capture Application may rectify the issue Note If your web application uses binary posts or non standard data you must upgrade your PCA to build 3326 or later to enable the configuration of non standard capture types For more information about configuring new capture types see PCA Web Console Pipeline Tab in the IBM Tealeaf Passive Capture Application Manual For more information about upgrading the PCA see Chapter 9 Upgrade for CX PCA on page 53 Upgrade to Latest Version of Ul Capture Note Avoid upgrading UI Capture and IBM Tealeaf CX components at the same time Asynchronously upgrades may help in debugging issues if they arise Tealeaf recommends upgrading UI Capture after you complete all upgrades of your other Tealeaf products Tealeaf UI
41. ecklist Before you begin verify that you completed the items listed here 1 Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 2 Reviewed the changes for the release See Migration to the current release 3 Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 a Copied Tealeaf software to each server For every server that you are upgrading copy the Tealeaf software to a directory outside of the Tealeaf installation directory b Backed up the server Perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it e Ideally you should create a complete mirror image of the server 4 Stopped traffic and allowed Data Collector finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occur during installation or upgrade see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Stop Tra
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43. edules 19 Error saving legacy dimension values 20 Error loading deleted events list from the Data Service 21 Error generating event XML Upgrading During an upgrade the utility is automatically called by the Tealeaf Database Manager Note Running the TLEventManager exe utility on the same set of definitions for the same version of the software is harmless Database Install or Upgrade If you installed or upgraded one or more Tealeaf databases rerun the utility as a precaution Loading importing events via TLEventManager You can use TLEventManager to import and export of Tealeaf events in XML and TLE format Sample execution scenarios are listed below Note Depending on the number of events that are imported and the dependencies of those events import may be a time intensive process Loads the default Tealeaf events TLEventManager exe bootstrap 40 Tealeaf CX Upgrade Manual Imports event definitions for an Event XML TLEventManager exe importxml events xml Imports event definitions from an Event TLE TLEventManager exe importtle events tle events xml and events tle above can be replaced with any file names of your choosing Note File names cannot contain spaces Specified XML and TLE files must exist in the TeaLeaf System directory on the local computer where TLEventManager is being executed Convert and import events from 7 2 CSVs from TeaLeaf System TLEventManager exe convert Note Event IDs are properly main
44. ee PCA Web Console Delivery Tab in the IBM Tealeaf Passive Capture Application Manual Verify Events Verify that events are being properly displayed in the Portal i 2 From the Portal menu select Active gt Events If no events are displayed click the Include Zeroes checkbox Tealeaf CX Upgrade Manual 3 Verify that there are active events in the displayed The event counts might not be relevant 4 If no events are displayed you may need to reinstall the event definitions See Installing Tealeaf Databases in the IBM Tealeaf Databases Guide Events That Fail to Convert In the Conversion Report some events are labeled to require extra attention These events must be reviewed and modified through the Tealeaf Event Manager 1 Log in to the Tealeaf Portal as an administrator 2 Select Configure gt Event Manager The Tealeaf Event Manager is displayed e See Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual 3 You can review the events that require attention Click the Events tab 4 Click the Needs Attention event label The list of events that require attention is displayed This list includes events that converted with Failed or Needs Attention status 5 Edit each object to repair it e To prevent these events from firing when they are not working the upgrade process may disable the event and insert the following condition Session GUID The event condition never evaluates to true Aft
45. einstall the event definitions through the Tealeaf Database Manager at some later point in the installation process f Close the output window 4 Upgrade the Reports database a In the menu select Mode gt Database Setup gt Single Database From the Database drop down select Reports From the Action drop down select Upgrade Click OK After the operation completes review the output window oap e Be sure to review the Failed Statements pane to verify that all statements were successfully run f Close the output window 5 Upgrade the RS Extractor database a In the menu select Mode gt Database Setup gt Single Database From the Database drop down select RS Extractor From the Action drop down select Upgrade Click OK After the operation completes review the output window oap 36 Tealeaf CX Upgrade Manual e Be sure to review the Failed Statements pane to verify that all statements were successfully run f Close the output window 6 Upgrade the Statistics database a In the menu select Mode gt Database Setup gt Single Database From the Database drop down select Statistics From the Action drop down select Upgrade Click OK After the operation completes review the output window 9205 e Be sure to review the Failed Statements pane to verify that all statements were successfully run f Close the output window 7 Upgrade the IBM Tealeaf cxReveal database Note The IBM Tealeaf cxReveal dat
46. elect Click Refresh if necessary In the displayed scorecard click a link that displays a count of sessions for the event that was triggered during your capture An event chart for the selected event is displayed In the displayed chart find the hour during which the session was made If you cannot find the appropriate link click the Total link at the bottom of the display 9 The list of relevant sessions is displayed Find your session in the displayed list 10 If you are able to complete the test then you verified that your session data is being aggregated for reporting e See Using Scorecards in the IBM Tealeaf cxView User Manual Data Export You can test the data export features of the Tealeaf system by completing the following procedures Export Chart 1 2 From the Portal menu select Analyze gt Report Builder Select an event reporting period and server options so that you can see data display on screen Use the buttons in the upper right corner to test export to Microsoft Excel and PDF e See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Verify the data in the exported chart against the displayed version Chapter 10 Testing Your Tealeaf Solution 63 Export Scorecard 1 From the Portal menu select Analyze gt Scorecards 2 Select a scorecard and reporting period that contains data 3 Use the buttons in the upper right corner to test export to Microsoft Excel and PDF See Using
47. er Web Exception AttemptCount 0 Unable to connect to the remote server 42 Tealeaf CX Upgrade Manual Chapter 8 Post Upgrade Cleanup After you complete the upgrade you should complete the following tasks if you did not do so already Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support Updating the Tealeaf Application Pool settings Complete the steps listed here to update the Tealeaf Application Pool settings in Microsoft Internet Information Services IIS 1 From the server that is running the Tealeaf Portal log in to the Windows server 2 Open IIS Manager For more information on how to open IIS Manager see the documentation for your Windows server 3 Locate the Tealeaf Portal server node then click Application Pools 4 Change the setting for NET Framework Version to a support version You can review the installation requirements for the release in the Installation Guide 5 Restart the IIS service before you log in to the Tealeaf Portal Review Print Out of Preparing Page If you printed and annotated the Preparing to Upgrade page you may want to review the print out to identify the items that may require follow up after upgrade Some of these items may be reflected in the following tasks in this section See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Apply Any Patches From time
48. er you fix the problem that is identified in the Conversion Report for the event you must remove the condition from the event for it to properly function Other events that require your review may not have this condition e For more information see TEM Events Tab in the IBM Tealeaf Event Manager Manual 6 After you edit each object click Save Draft 7 After you complete editing the events click Save Changes Your changes are saved to the server and immediately applied to the capture stream e See Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual Events with malformed regular expressions If any Release 7 2 event definitions contained regular expressions the regular expressions were validated during the event migration process If validation failed then the regular expressions are commented out and the event cannot fire in the upgraded environment These events should be reviewed Verify Event Activity 1 From the Portal menu select Analyze gt Event Activity 2 Compare the listed values to the Event Activity report that you exported before the upgrade Verify Scorecards If you licensed IBM Tealeaf cxView in your pre upgrade solution verify that scorecard data is properly migrated Note At the top of the next hour after the upgrade is complete scorecards are automatically recalculated Wait until after the first successful top of the hour Data Collector run occurs before you check the scorecard data
49. erver you should validate the full paths to those remote database files beforehand Failing to do so can cause problems during the upgrade process See CX Installation and Setup in the IBM Tealeaf CX Installation Manual Migrating to a new SQL Server instance If you are migrating to a new instance of SQL Server more steps are required during the restore process See Troubleshooting Tealeaf Databases in the IBM Tealeaf Troubleshooting Guide Acquire Latest Build For the release to which you are upgrading verify that you have the latest build For more information see the Release Notes for your version For more information on downloading IBM Tealeaf see IBM Passport Advantage Online Test Pre Upgrade System Before you begin the upgrade you should verify that your current Tealeaf solution is operational The following tests may be used to verify aspects of Tealeaf operations 1 Run Portal Tests a From the Portal menu select Help gt About IBM Tealeaf CX Portal b In the Portal Performance Tests panel click the Execute All link c When the tests are completed a Success message or a time value should be displayed in the Results column These messages indicate that the Portal is operational and able to communicate with its required components and the Tealeaf database 2 Generate Portal Status Report The Tealeaf Portal Status report can be configured to provide useful status information from Tealeaf databases s
50. ervers and components including the IBM Tealeaf CX Passive Capture Application Through the Portal you can generate one of these reports a If you have not configured the Portal Status report yet the Portal uses default settings when it generates the report For best results you should configure Portal Status to match your Tealeaf solution Chapter 3 Preparing to Upgrade to the Current Release 9 b To execute the Portal Status select Help gt Portal Management c In the Portal Management page click the Logs section in the left navigation panel d Under the Logs heading click the View Portal Status link e The Portal Status report is generated in the Portal f Review the generated report for error or warning conditions Note As of Release 8 0 the Portal Status report is deprecated and superseded by the Tealeaf Status report See Tealeaf Status Report in the IBM Tealeaf cxImpact Administration Manual 3 Review Logs a In the Portal Management page under the Logs heading you can bundle the Tealeaf logs together in to a ZIP file for external review Click the Tealeaf Logs and Configuration Files link Save the file locally b Review each of the compressed log files for ERROR or _F_ entries c You should also review the Windows Event Viewer logs for errors 4 System Status a The System Status report allows you to check the status of key components in the Tealeaf system including Canisters HBR machines and
51. ervers that are deployed in your IBM TealeafcxImpact solution Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact IBM Tealeaf support For more information see Chapter 11 IBM Tealeaf documentation and help on page 67 Adding or removing products If you are adding or removing products as part of this upgrade process Tealeaf recommends that you make these product changes to your current release before upgrading The upgrade process requires that you upgrade to release 8 7 before you upgrade to the current release When you perform these installs or uninstalls follow the documented instructions that are provided in the documentation for your installed release Note Products and components that are introduced in the current IBM Tealeaf release cannot be installed to a previous release New products and components can only be installed after completing the upgrade and migration to the current release Upgrade preparation Upgrade preparation involves performing many tasks as described in the following sections Migrating to new hardware If you are migrating to new hardware as part of this upgrade there are more instructions See Chapter 2 Upgrading and Migrating to New Hardware on page 5 Report Server Time Zone The time zone for the Windows machine that hosts the Tealeaf Report Server must be configured to match the Tealeaf system t
52. es the capture of session attributes and storage of them in the Search database for immediate search access Note If you are upgrading to the current release and you configured IBM Tealeaf cxReveal search templates to access the search database these search templates need to be reconfigured after upgrade as the method of populating them changed During the upgrade process IBM Tealeaf cxReveal search templates might have some search fields that are removed from them If you captured screen capture as recommended of your IBM Tealeaf cxReveal search template fields before upgrade you may now re create these fields in the upgraded IBM Tealeaf cxReveal search templates Note You should load each IBM Tealeaf cxReveal search template field and save it again which may prevent issues in the Search page Note You should also verify that all upgraded search templates are still of the same type IBM Tealeaf cxImpact or IBM Tealeaf cxReveal e See Configuring Session Attribute Search in the IBM Tealeaf cxReveal Administration Manual e See Configuring Search Templates in the IBM Tealeaf cxImpact Administration Manual e For more information about the pre upgrade steps see Chapter 3 Preparing to Upgrade to the Current Release on page 7 Tealeaf CX Upgrade Manual Reconfigure LoginiD and other attribute search fields During the upgrade process the LoginID and UserDef1 4 attributes are converted to LoginID and SessionAttributes1 4 i
53. f CX platform and core applications After you complete the upgrade of the IBM Tealeaf CX platform and core applications you should verify that the upgraded components are properly functioning before you upgrade the other Tealeaf products in your environment e See 1 Upgrade CX platform and core applications 3 Post Upgrade Cleanup After the upgrade has completed additional tasks may need to be completed 2 Tealeaf CX Upgrade Manual Update Tealeaf Portal application pool After you have upgraded IBM Tealeaf update the application pool settings for Tealeaf in Windows IIS Manager If you do not update the application pool settings you might experience an error when you attempt to log in to the Tealeaf Portal For more information see Updating the Tealeaf Application Pool settings on page 43 d 4 Upgrade Other Tealeaf Software The core upgrade process covers all software that is installed on Windows based servers that are used by the IBM Tealeaf CX platform and its server based applications Other Tealeaf components in your system must be upgraded separately Note Tealeaf recommends performing these upgrades after the upgrades of the core IBM Tealeaf CX components e See Chapter 8 Post Upgrade Cleanup on page 43 Chapter 1 Overview of Upgrade Process 3 4 Tealeaf CX Upgrade Manual Chapter 2 Upgrading and Migrating to New Hardware If you are deploying new hardware in conjunction with your upg
54. ffic to the Processing Server If you did not do so already traffic must be stopped to the Processing Server for a period of time first See Chapter 5 Release Upgrade for All in One Deployment on page 23 Upgrading the Processing Server Run the Tealeaf upgrading software See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Next Steps If you are performing a multi server upgrade you can resume the process with other servers See Chapter 6 Upgrade for Multi Server Deployment on page 25 30 Tealeaf CX Upgrade Manual Upgrade for HBR This section describes how to upgrade the Health Based Routing HBR server and software Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support HBR enables you to balance loads between Processing Servers in a multi Canister environment Note When you upgrade Tealeaf in a multi Canister environment Tealeaf recommends deploying HBR to manage loads during the upgrade process HBR requires a separate server and more installation before you upgrade See Health Based Routing HBR Session Agent Prerequisite Checklist Before you begin verify that you have completed the items listed in the checklist documented here 1 Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 2 Reviewed the changes to Tealeaf See Migration to the curren
55. finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection that is run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occur during installation or upgrade see Upgrading Tealeaf Software on a Server You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Upgrading Tealeaf Software on a Server How to begin The way to begin the upgrade depends on whether you are performing an upgrade of all components that currently exist on the server and are not adding or removing any Tealeaf components or if you are changing the configuration of installed components on the server Copyright IBM Corp 1999 2015 17 Use the links for steps to perform your specific type of server upgrade e If you are performing an upgrade of all components that currently exist on the server and are not adding or removing any Tealeaf components then you can use the Tealeaf upgrader See Running the Tealeaf Upgrader on a Server e If you are changing the configuration of installed components on the server you must perform an uninstall and a reinstall through the Tealeaf installer Extra steps might be required See Running the Tealeaf Installer to U
56. gs TeaLeafDatabaseManagerYYYYMMDD_ 1log Note For any upgrade issues Tealeaf Customer Support requires these log files See Chapter 8 Post Upgrade Cleanup on page 43 22 Tealeaf CX Upgrade Manual Chapter 5 Release Upgrade for All in One Deployment This section describes the general process for upgrading an All In One Tealeaf server In these configurations all Tealeaf components are installed on the same physical system Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support Review the entire process before you begin the upgrade Prerequisite Checklist Before you begin verify that you completed the items on the prerequisite checklist as documented here 1 Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 2 Reviewed the changes for the current release See Migration to the current release 3 Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 a Copied Tealeaf software to each server For every server that you are upgrading you should copy the Tealeaf software to a directory outside of the Tealeaf installation directory b Backed up the server You should perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it e Ideally you should create a complete mirror image of
57. hboard which is exported in the next step 2 When the dashboard is displayed click Options Select Export Email Dashboard 3 Select the export option of your choice 4 Click Entire Dashboard 5 The dashboard is exported Retain this dashboard for review after upgrade Export Technical Site Metrics dashboard Using the same method you used to export the dashboard export the Technical Site Metrics dashboard e From the Portal select Dashboard gt Technical Site Metrics Export the dashboard Note Avoid exporting for the current date Export event activity From the Portal you should export the Event Activity report from a representative date from all servers e Optionally you might choose to export this report from individual servers too 1 From the Portal menu select Analyze gt Events gt Event Activity 2 Configure the report to select the appropriate Focus date and servers Note Avoid exporting for the current date 3 From the View drop down select List to display them in alphabetical order 4 In the upper right corner click the Excel export icon 5 The report is exported to Excel Save it locally Retain this report for review after upgrade Export dashboard and scorecard templates As a precaution you should export the dashboard and scorecard templates from your pre upgrade version of the Portal These objects may be reimported after upgrade in case they are not successfully migrated during the proce
58. he following occurs Install the Microsoft Redistributes Transfer files e The Canister is rebuilt while preserving session data This process may take 5 10 minutes to complete While this process is occurring you may restart the other Canisters in the environment Note If you are upgrading the Portal Server the Upgrader automatically disables the Interactive Services Detection service which causes conflicts with the BBR rendering instances See CX Pre Installation Checklist in the IBM Tealeaf CX Installation Manual j In the Finish screen deselect the option to Start Tealeaf Services k Click OK Done 7 Restart the Windows server e The Data Collector resumes collection automatically 8 When the server has restarted check the Event Log for Error type messages e Ignore error messages that state failure to connect to the TMS Master Running the Tealeaf Installer to Upgrade a Server 20 If you are changing the configured components that are installed on an individual server then you must uninstall all current components and then reinstall the wanted components through the Tealeaf Installer for the upgrade version Note If you are upgrading all of the current components on the server and are not making changes to these components do not use the Tealeaf Installer Use the Tealeaf Upgrader instead See Running the Tealeaf Upgrader on a Server on page 18 The Tealeaf Upgrader manages the installation of IBM Te
59. her Tealeaf applications and components See Chapter 1 Overview of Upgrade Process on page 1 Release Upgrade for Reporting Server If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support Prerequisites Checklist Before continuing verify that you completed the following items Chapter 6 Upgrade for Multi Server Deployment 27 e Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 e Reviewed the changes for Release 8 See Migration to the current release e Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 1 Copied Tealeaf software to each server For every server that you are upgrading copy the Tealeaf software to a directory outside of the Tealeaf installation directory 2 Backed up the server Perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it Ideally you should create a complete mirror image of the server e Stopped traffic and allowed Data Collector to finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occu
60. ices Detection 44 Replay Server must run as Local System 44 Replay Server Access to Origin Server 45 Updating POST Data Matching Configuration to Recognize New Content Types sos 145 Start All Tealeaf Services 45 Configure Permissions 45 Event Model Backup 45 Verify Tealeaf Operations 46 Check for Active Sessions 46 Verify Events 46 Verify Event Activity 47 Verify Scorecards 47 Verify Exported Dashboards 48 Verify Search Templates 48 Search for Completed Sessions 49 Check Database Filegroup Size Report 49 Remove Tealeaf Upgrader Files from Servers 49 Upgrading Other Tealeaf Components 49 Upgrade RTV eo 73 49 Recommended PCA Upgrade i 50 Upgrade to Latest Version of UI Capture 50 Upgrading Other Tealeaf E Sl Archive r 51 Send message ol Upgrade Troubleshooting 51 Problem No events displayed in Athe Tealeaf Portal Ro ae ks 51 Location 52 Color Codes 52 iv Tealeaf CX Upgrade Manual Chapter 9 Upgrade for CX PCA Verify Requirements System Requirements Data Requirements 5 RPM of Installed Version Data Capture Upgrade Passive Capture Verify Passive Capture Verify Windows Pipeline Processing For Multiple PCA Servers Reverting Your PCA Upgrade Chapter 10 Testing Your Tealeaf Solution Methodology Temporary Configuration Changes Installation Some Considerations in Generating Your Test Session Generate Session Active Sess
61. ime zone This requirement may be loosened in a subsequent release e See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual e See Configuring the Report Server in the IBM Tealeaf CX Configuration Manual Perform All Microsoft Recommended Updates Before you begin upgrading you should perform all updates to your Microsoft operating system and SQL Server software Copyright IBM Corp 1999 2015 7 8 NET Framework 4 5 is required Tealeaf requires the NET Framework version 4 5 for the current IBM Tealeaf release Note All Windows based servers that host Tealeaf software must upgrade to NET 4 5 before you upgrade to the current IBM Tealeaf release Failure to perform the NET framework update to a supported version results in the Data Collector being unable to start after the upgrade is complete The following error might be reported in the Event Viewer An unhandled exception System MissingMethodException occurred in TeaLeafDataCollector exe 3268 Just In Time debugging this exception failed with the following error Debugger could not be started because no user is logged on Database Migration If you are upgrading your Tealeaf software and deploying it on new hardware observe the following considerations e For more information about migrating the Tealeaf databases see Migrating Tealeaf Databases in the IBM Tealeaf Databases Guide Additional tasks Perform additional task
62. in place in a real time environment it is important to upgrade components in an order that minimizes spooling of data e Upgrading individual software components on each Tealeaf server in your environment typically requires running an Upgrader to upgrade all components currently installed on the server Upgrade path The following upgrade paths are available for this version of IBM Tealeaf IBM Tealeaf can be upgraded to the current release from versions 8 7 and later If you are upgrading from a version of Tealeaf that is earlier than version 8 7 you must first upgrade to version 8 7 then upgrade to the current version If your IBM Tealeaf environment supports Enhanced International Character Support EICS make sure that the release that you are upgrading to also support FICS Note Before you begin upgrading verify that your system is properly sized for the new version as the system requirements can change Order of Upgrades The upgrade process follows a specific sequence The following sections provide an overview of the upgrade process for IBM Tealeaf Copyright IBM Corp 1999 2015 1 Upgrade CX platform and core applications The first step in the upgrade process is to upgrade the IBM Tealeaf CX platform applications and the Tealeaf databases This upgrade step includes the following applications e IBM Tealeaf cxImpact e IBM Tealeaf cxView e IBM Tealeaf cxReveal not including IBM Tealeaf cxReveal
63. ion Tests Capture Reporting Search Replay a Completed Session Tests Capture Search Replay Reporting Data Export Export Chart Export Scorecard Export Dashboard Capturing Additional Test Sessions Testing for Mobile Visitors Testing for Unique cxResults Identifier Alerts Next Steps Chapter 11 IBM Tealeaf documentation and help Notices Trademarks Privacy Policy Considerations i 53 53 53 lt 58 ens 54 54 54 55 258 55 57 97 57 58 58 60 60 60 61 61 61 61 62 62 62 62 63 63 64 64 64 64 64 64 65 67 69 71 71 Tealeaf CX upgrade information Before beginning the upgrade process review the new features and fixes that are included in this IBM Tealeaf release For a list of new IBM Tealeaf features and fixes that are included in this release see the IBM Tealeaf Customer Experience Release Notes Even if you have completed upgrades of Tealeaf software in the past it is recommended that you review the entire Upgrade Manual prior to upgrading your Tealeaf system s part of your overall upgrade process you should review and set up your rollback process Note Familiarize yourself with the entire process before you begin it These upgrade procedures are generalized methods for upgrading the IBM Tealeaf CX Platform its components and the associated databases Some customization of th
64. ire extra configuration to work properly in Release 8 Items marked Needs Attention may include a red lined item that indicates what requires attention red Failed Object was not converted properly and does not exist in the upgraded environment Item may be deprecated in the new release or superseded by a new object or may fail to upgrade requiring Customer Support Note Events that failed to convert to the new format are modified so that they are easily identified yet do not ever fire until they are fixed See Chapter 8 Post Upgrade Cleanup on page 43 52 Tealeaf CX Upgrade Manual Chapter 9 Upgrade for CX PCA It is recommended that you always use the latest version of the IBM Tealeaf CX Passive Capture Application suitable for your version of IBM Tealeaf CX For more information on downloading IBM Tealeaf see IBM Passport Advantage Online Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact support Note Avoid upgrading the CX PCA and the Windows components at the same time Upgrading asynchronously may help in resolving any issues that occur during the upgrade process The IBM Tealeaf CX Passive Capture Application is installed on a separate Linux server from the Windows components and can be upgraded independently of the rest of the IBM Tealeaf CX upgrade However for purposes of upgrading the entire IBM Tealeaf CX instal
65. it Changes 20 Open a browser window to explore the application that is monitored by Tealeaf 21 Open a second browser to explore the application You should now have two active sessions which exceed the alert threshold 22 A copy of the alert should be emailed to you 23 Remember to delete the alert after you received and reviewed it e See TEM Alerts Tab in the IBM Tealeaf Event Manager Manual Next Steps If all of the tests complete successfully your Tealeaf solution is operational Remember to switch any temporary configuration settings back to their previous values See Temporary Configuration Changes on page 57 Chapter 10 Testing Your Tealeaf Solution 65 66 Tealeaf CX Upgrade Manual Chapter 11 IBM Tealeaf documentation and help IBM Tealeaf provides documentation and help for users developers and administrators Viewing product documentation All IBM Tealeaf product documentation is available at the following website https tealeaf support ibmcloud com Use the information in the following table to view the product documentation for IBM Tealeaf Table 5 Getting help To view Do this Product documentation IBM Tealeaf Knowledge Center On the IBM Tealeaf portal go to gt Product Documentation On the IBM Tealeaf portal go to gt Product Documentation and select IBM Tealeaf Customer Experience in the ExperienceOne Knowledge Center Help for a page o
66. lation Tealeaf recommends that you upgrade your CX PCA to the latest version after you upgrade the other Windows components e This process works for a multi instance CX PCA If the environment is using multiple CX PCA servers the process must be repeated for each server Note Before you begin review the Limitations on Upgrade Path Verify Requirements System Requirements Note Before you begin upgrading the IBM Tealeaf CX Passive Capture Application verify that you have the correct packages installed See Installation in the IBM Tealeaf Passive Capture Application Manual Note If your PCA is set to decrypt SSL traffic verify that your existing SSL keys are compatible with the version of PCA that you are installing If you are using the wrong keys then the PCA cannot decrypt SSL traffic and data is not available in Tealeaf See Installation in the IBM Tealeaf Passive Capture Application Manual Data Requirements The IBM Tealeaf CX Passive Capture Application requires hi fidelity traffic of all requests and responses that are communicated between your web application and visitors to it Before you upgrade you should verify that your network environment supports PCA data requirements e See Tealeaf PCA Network Capture Traffic Requirements in the IBM Tealeaf Passive Capture Application Manual RPM of Installed Version Before you begin you should verify that you retained a version of the RPM file that is used to
67. lert and commit your changes when you begin exploring the web application you should receive an alert email e Alerts are generated through the Event Manager in the Tealeaf Portal See Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual e For more information about configuring alerts see TEM Alerts Tab in the IBM Tealeaf Event Manager Manual Log in to the Portal as an administrator In the Portal menu select Configure gt Event Manager In the Tealeaf Event Manager click the Alerts tab Click New Canister Alert Click the Active check box For Alert Type select Count on SON gt 64 Tealeaf CX Upgrade Manual 7 Click Select Event Select the Active Sessions event 8 For Alert Function select Positive 9 Click the Alert Threshold Only check box 10 In the Threshold text field enter a value of 1 11 For Interval enter a value of 100 12 For Reset enter a value of 100 Note This alert should fire only one time After you verified the test modify the alert properties or delete the alert 13 Clear the Enable Warnings check box 14 In the Notification panel select the email check box and clear all other check box 15 Enter your email address in the space provided 16 In the Blackout panel verify that the Enable Alert Blackout check box is not selected 17 Click Save Draft 18 The Alert should be displayed in red in the Alerts tab 19 To commit the changes to the server click Comm
68. n Table 2 Required Temporary Space Product Operations Required Temp Space No data migration Install the event definitions Ox IBM Tealeaf CX Install the event definitions Ox e Migrating Report data Delete 1 25x during migration 2x Migrating Report data Delete after migration IBM Tealeaf cxReveal Migrate Search data 1 25x IBM Tealeaf cxResults Migrating Visitor data Ox Preparing the Report Server Before you begin your upgrade copy the event definitions to the Report Server and verify user permissions Preparing the database server Follow these instructions to prepare the database server Before you begin run or verify that you have a valid and up to date backup of the current Tealeaf databases Before you upgrade the databases verify the following e If you are upgrading on a remote server you must create the filegroup paths on the remote SQL Server before you upgrade e If you are not logged in as a user with admin privileges on the database make the following entries or selections in the Authentication box Manual Authentication User name lt SQL Server login gt Password lt password gt e The user that installs the databases must have access to a user account that has permissions to create databases on the remote SQL Server You must be logged in as a trusted user that has admin privileges or you must have the user name and password for an authorized S
69. n the IBM Tealeaf Portal Help for IBM Tealeaf CX PCA On the IBM Tealeaf portal go to gt Help for This Page On the IBM Tealeaf CX PCA web interface select Guide to access the IBM Tealeaf CX PCA Manual Available documents for IBM Tealeaf products The following table is a list of available documents for all IBM Tealeaf products Table 6 Available documentation for IBM Tealeaf products IBM Tealeaf products Available documents IBM Tealeaf CX Copyright IBM Corp 1999 2015 IBM Tealeaf Customer Experience Overview Guide IBM Tealeaf CX Client Framework Data Integration Guide IBM Tealeaf CX Configuration Manual IBM Tealeaf CX Cookie Injector Manual IBM Tealeaf CX Databases Guide IBM Tealeaf CX Event Manager Manual IBM Tealeaf CX Glossary IBM Tealeaf CX Installation Manual IBM Tealeaf CX PCA Manual IBM Tealeaf CX PCA Release Notes 67 68 Table 6 Available documentation for IBM Tealeaf products continued IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf CX RealiTea Viewer Client Side Capture Manual IBM Tealeaf CX RealiTea Viewer User Manual IBM Tealeaf CX Release Notes IBM Tealeaf CX Release Upgrade Manual IBM Tealeaf CX Support Troubleshooting FAQ IBM Tealeaf CX Troubleshooting Guide IBM Tealeaf CX UI Capture j2 Guide IBM Tealeaf CX UI Capture j2 Release Notes IBM Tealeaf cxImpact IBM Tealeaf cxImpac
70. n the new system Note You should also verify that all upgraded search templates are still of the same type IBM Tealeaf cxImpact or IBM Tealeaf cxReveal e For more information about how these are mapped in the new system see Chapter 3 Preparing to Upgrade to the Current Release on page 7 Now you can reconfigure your IBM Tealeaf cxImpact search templates that reference any of the above Release 7 2 attributes to work with the current release e For more information about verifying the conversion see Review First Five Session Attributes Mappings e LoginID requires additional configuration before it is working properly in the upgraded system See E2E Scenario Configure Login ID to be Searchable in the IBM Tealeaf cxImpact User Manual See Configuring Search Templates in the IBM Tealeaf cxImpact Administration Manual Search for Completed Sessions In the Portal verify that completed sessions migrated 1 In the Portal menu select Search gt Completed Sessions 2 Specify a search that should return a positive number of sessions 3 Execute the search and verify that sessions are returned 4 Check the Events column to verify that events are recorded for the sessions e See Searching Session Data in the IBM Tealeaf cxImpact User Manual Check Database Filegroup Size Report In the Portal select Tealeaf gt System Status gt Database Filegroup Size Note If the Database Filegroup Size report contains no data and
71. nd then ignored See PCA Web Console Interface Tab in the IBM Tealeaf Passive Capture Application Manual If the PCA is capturing some SSL traffic you should design your session to explore secured areas of the web application See PCA Web Console Interface Tab in the IBM Tealeaf Passive Capture Application Manual The PCA supports data sessioning multiple capture modes inclusion and exclusion of specific file extensions and other features You should be able to design your capture to identify that the captured and processed data properly reflects capture mode file extension settings and any data sessioning configuration that is managed through the PCA See PCA Web Console Pipeline Tab in the IBM Tealeaf Passive Capture Application Manual The following configuration areas may require separate captures in order to test them well Privacy rules that are applied at the PCA should be thoroughly tested Depending on the complexity of your configured rules you should consider reviewing each of them through a separately captured session See PCA Web Console Rules Tab in the IBM Tealeaf Passive Capture Application Manual Privacy Tester rules can also be tested through the external Privacy Tester utility See Privacy Tester Utility in the IBM Tealeaf CX Configuration Manual TMS No additional tests are required See Initial TMS Configuration in the IBM Tealeaf CX Configuration Manual e IBM Tealeaf cxImpact
72. nd you must revert to the previous installation to resume capturing traffic you can revert to your previous build e See in the Installation in the IBM Tealeaf Passive Capture Application Manual Chapter 9 Upgrade for CXPCA 55 56 Tealeaf CX Upgrade Manual Chapter 10 Testing Your Tealeaf Solution After you complete installation and the initial configuration tasks for each licensed Tealeaf product and module verify the operations of your Tealeaf solution This section provides a simple procedure for testing end to end operations of the Tealeaf solution with modifications based on optional components that you may have installed Methodology This testing procedure requires the generation of a test session on the web application and the capture of the session through Tealeaf and locally through the Tealeaf Client Side Capture utility As you browse through the session you can test search replay and report capabilities for active sessions and then perform similar tests when the session completes e In an active session hits are currently being added to the session stored in the in memory Short Term Canister or the session is not yet closed or timed out e A completed session is a closed session that moved from the Short Term Canister to the Long Term Canister for indexing and storage Sessions that archived out of the LTC are also considered to be completed sessions The methodology tests the following fundamental fea
73. nformation see the first few steps of Running the Tealeaf Upgrader on a Server on page 18 e From the downloaded package run setup exe e When prompted choose to uninstall e The uninstall is completed To re install e Acquire the necessary license key and server information before you begin e Rerun setup exe e For more information about the individual steps see CX Installation and Setup in the IBM Tealeaf CX Installation Manual Troubleshooting during Upgrading If you encounter issues during the execution of the Tealeaf Upgrader review the steps documented here Note Do not attempt to rerun the Upgrader Rerunning the Upgrader corrupts the system Note Do not attempt to manually manipulate data files to resolve upgrade issues Event migration failure Note If event definitions do not successfully migrate during upgrading of the Report Server Processing Servers cannot be restarted and they continue to spool data To prevent filling the spool space on disk and dropping of hits this issue should be addressed as soon as possible Review Logs Review the following logs for ERROR or _E_ entries Chapter 4 Upgrading Tealeaf Software ona Server 21 e Tealeaf Installation and Upgrader log lt Tealeaf install directory gt VLogsYTealeafInstall BBBB log e Event Manager log lt Tealeaf_install_directory gt Logs TLEventManagerYYYYMMDD 1og e Tealeaf Database Manager log lt Tealeaf_install_directory gt Lo
74. ntify it If no unique identifier is available you may be able to identify the session by timestamps If you licensed and deployed IBM Tealeaf cxResults you can use the visitor identifier that you configured for the product See Initial cxResults Configuration in the IBM Tealeaf cxResults Administration Manual e Tracking Event You should design your session so that you trigger at least one known event that you configured for the web application Later you can use this event as a key for digging through Tealeaf report data to locate the completed session e Scorecard For testing report features you should trigger an event that registers in a KPI or Process Scorecard For more information about KPI scorecards see Using Scorecards in the IBM Tealeaf cxView User Manual For more information about Process scorecards see Using Scorecards in the IBM Tealeaf cxView User Manual e PCA Before capture you may want to open the Summary tab of the PCA Web Console where you may be able to monitor the traffic if there is little other activity on the web application If you have enabled data filter rules configured traffic to ignore or other tuning parameters you may want to design your capture session so that you test these settings For example if you know of specific host traffic that is configured to be ignored you should design your session to generate session data from that host which is forwarded to the PCA a
75. ntinue 2 Upgrade Report Server After stopping the services you can upgrade the Report server The Report Server typically includes the Portal You may upgrade the MS SQL databases as part of the Report Server upgrade e See Release Upgrade for Reporting Server on page 27 Note If your upgrade process includes a migration to a new SQL Server see Migrating Tealeaf Databases in the IBM Tealeaf Databases Guide See Upgrading the Databases in the IBM Tealeaf CX Upgrade Manual 3 Upgrade Processing Servers After upgrading the Report server upgrade the Processing servers in the Tealeaf environment See Upgrade for Processing Server on page 30 4 Upgrade Databases If you did not already as part of your Report Server upgrade you must upgrade the databases through the Tealeaf Database Manager Note If your upgrade process includes a migration to a new SQL Server see Migrating Tealeaf Databases in the IBM Tealeaf Databases Guide See Upgrading the Databases to Release 8 x in the IBM Tealeaf CX Upgrade Manual 5 Restart Servers After upgrading the databases start the Processing servers and the Report server Restart Processing Servers You can restart the TMS subordinate Processing Servers 26 Tealeaf CX Upgrade Manual 1 For each server you can start all services through the Windows Start menu Start menu gt Programs gt Tealeaf Technology gt Start Tealeaf Services 2 When
76. ofile e See RealiTea Viewer Profile Options in the IBM Tealeaf RealiTea Viewer User Manual Reporting Event reporting If the events for your captured session tabulated for reporting purposes complete the following steps 1 In the Portal menu select Analyze gt Report Builder 2 Click Add Event 62 Tealeaf CX Upgrade Manual Select the event that you triggered in your captured session Click Select Verify that the Focus Date is configured for today or the date when you created the session Click Refresh if necessary In the displayed chart find the hour during which the session was made If you cannot find the appropriate link click the Total link at the bottom of the display The list of relevant sessions is displayed Find your session in the displayed list If you are able to complete the test then you verified that event data from your session is available for reporting e See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Aggregated data reporting Identify if the aggregated data from captured session is tabulated for reporting purposes complete the following steps i In the Portal menu select Analyze gt Scorecards The Scorecards screen is displayed Verify that the Focus Date is configured for today or the date when you created the session For Focus Period select Day Click Change Select a scorecard that includes events that are triggered during your captured session Click S
77. ollector completes a run the upgrade can be performed Note When traffic is stopped to the Canister pipeline data is spooled to disk Each processing server should have sufficient disk space to queue for 30 minutes If all available disk space is consumed hits that are forwarded to the Canister are dropped For each Processing Server 1 Start an Internet Explorer browser and navigate to the following URL http lt Machine_Name gt 19000 where lt Machine_Name gt is the name or IP address of the Processing Server 2 The TeaLeaf Search Server web interface is displayed 3 In the Governor pane at the lower left click Drain STC This step forces the Tealeaf pipeline to start queuing data and instructs the Short Term Canister to write out any active sessions to long term storage 4 Repeat the steps for each Processing Server before you check for Data Collection completion Before you begin the upgrade verify that the Data Collector completed its run e See Completing Data Collection on page 14 Chapter 3 Preparing to Upgrade to the Current Release 13 Completing Data Collection After traffic stops and immediately before you begin upgrading your IBM Tealeaf CX platform and core applications you should verify that the latest execution of the Data Collector is complete After you complete the following verification steps you may begin your upgrade For more information see Data Collector Status in the IBM Tealeaf cxIm
78. onent to this server Note If you are adding HBR to the current machine contact Tealeaf http support tealeaf com first Upgrading an existing HBR 1 For the HBR server run the Tealeaf Upgrader setup exe from the directory where you extracted the upgrade archive See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Note The Tealeaf Upgrader shuts down all Tealeaf software on the server During the time of HBR upgrade traffic from the PCA is dropped 2 Click Next on the Welcome Screen 3 Click Yes on the Upgrade Screen 4 The upgrade proceeds with the following a Install the Microsoft Redistributes b Transfer files c Canister Rebuild Screen preserving session data This step takes 5 10 minutes d Start the upgrade process on other Canisters while you are waiting for this step to complete e The Finish screen is displayed 5 Next you see either a If prompted to restart the server click Yes b If prompted to Finish 1 Check the option that says Start Tealeaf Services 2 Click OK Done The HBR server starts processing data from the PCA and feeding that data to the Processing Servers or spooling if none is available Reports are not updated until completion of the Report Server upgrade and resumption of data collection After Upgrading HBR Depending on the sequence of tasks performed for the upgrade there might be additional things you need to do Note e If you followed th
79. ortal Management page See Managing Tealeaf Servers in the IBM Tealeaf cxImpact Administration Manual If you are loading only the default Tealeaf events no additional files are required e If you load or import an event XML file TLE or convert 7 2 CSVs these files must be placed in the TeaLeaf System directory on the same machine as TLEventManager exe Backup Before you make changes to a Tealeaf system that already contains event definitions perform a backup of the existing definitions Through the Tealeaf Event Manager you can export a version of the event definitions that can be reimported as needed e See TEM Import Export Tabs in the IBM Tealeaf Event Manager Manual Location The command line utility is available here lt Tealeaf_install_directory gt Reporting TLEventManager exe When to Use For customers the primary use of this utility is to apply patches to the Tealeaf event definitions installed on your system For implementation engineers this utility can be used for a one time migration of event definitions between a previous installation and the current installation The most common use case is when the customer wants a fresh Tealeaf system with no pre existing data other than their event definitions Loading the default event definitions If your database installation did not run TLEventManager or you must reload the system s default event definitions follow the steps 1 Log in to the Report Server
80. ove Canister Spool Files Next Steps Chapter 4 Sa Tealeaf Software on a Server Prerequisite checklist How to begin Running the Tealeaf Upgrader ona Server Running the Tealeaf Installer to Upgrade a Server Uninstall Troubleshooting during Upgrading Review Logs i Chapter 5 Release Upgrade for All in One Deployment Prerequisite Checklist 1 Stop Services 2 Upgrade Tealeaf Software 3 Restart Services O Copyright IBM Corp 1999 2015 a 01 COMMANNNNNN 17 517 17 18 20 21 2il 2h 23 23 28 24 24 Post Upgrade Cleanup Perform Other Tealeaf Upgrades Chapter 6 Upgrade for Multi Server Deployment Prerequisite checklist Stop Services Upgrade Report Server Upgrade Processing Servers Upgrade Databases Restart Servers Restart Processing Servers Restart the Report Server 6 Upgrade Health Based Routing Server 7 Verify Components got ae dg Post Upgrade Cleanup Perform Other Tealeaf Upgrades Release Upgrade for Reporting Server Prerequisites Checklist ee Change localhost References Database Requirements Upgrade Sequencing Before You Begin User Permissions pgrading the Reporting Seria 2 ext Steps pgrade for Processing Server Prerequisite Checklist i Stop Traffic to the Processing Server 3 pgrading the Processing Server ext Steps pgrade for HBR rerequisite Checklist pgrade Sequencing pgrading the HBR Servers
81. pact Administration Manual Note If the Data Collector run is not allowed to complete there will be gaps in your reporting data after the upgrade is complete Remove Canister Spool Files Remove the existing Canister spool files from your existing installation before you upgrade from a version of IBM Tealeaf without EICS to a version of IBM Tealeaf with EICS Note Canister spool files cannot be migrated from an IBM Tealeaf environment that does not have Enhanced International Character Support EICS to a version that does support EICS EICS support is introduced in IBM Tealeaf version 9 0A If you are upgrading your IBM Tealeaf environment from a version earlier than 9 0A you must remove any spool files from your existing IBM Tealeaf installation before you begin the upgrade process To remove the Canister spool files from your existing IBM Tealeaf installation 1 Verify that the last execution of the Data Collector is complete For more information see Completing Data Collection 2 Go to the directory where the spool files are saved The default directory where the spool files are written is lt Tealeaf_install_directory gt spool where lt Tealeaf install directory gt is the directory where Tealeaf is installed To verify the location of the spool directory Log in to the Tealeaf portal Select Tealeaf gt TMS Select the World View tab Select Transport Service gt Transport Service configuration Lo
82. pgrade a Server on page 20 Optional Tealeaf Silent Upgrade If you want to upgrade your Tealeaf databases or you want to perform a first time installation of the Tracking service you can use the Tealeaf silent installer to automate the upgrade process For more information about using the silent installer see Tealeaf CX silent installation uninstallation and upgrade and Upgrading silently in the IBM Tealeaf CX Installation Manual Running the Tealeaf Upgrader on a Server 18 The following process is used to upgrade all Tealeaf services that are deployed on an individual server During the upgrade of all Tealeaf servers you use this process on each server one time Note Do not use the Tealeaf Installer to perform a simple upgrade of all components on a Tealeaf server You should use the Upgrader instead To Upgrade a Server Note The same license key must be applied to each server in the Tealeaf environment If you are adding IBM Tealeaf cxResults to your Tealeaf solution as part of this upgrade you must have a valid Tealeaf product license key enabling IBM Tealeaf cxResults Before you begin please verify that you have acquired the proper key See Managing Your Tealeaf License Key in the IBM Tealeaf cxImpact Administration Manual Note Tealeaf recently changed its license key format If you have not done so already please acquire a new license key from Tealeaf http support tealeaf com Note Use of UNC
83. ponent to add is Report Server and Portal Web Application e See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Upgrading an existing Report Server e Run the Tealeaf Upgrader See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 e If you chose to upgrade the database during this process the Tealeaf Database Manager utility is started This utility upgrades the MS SQL databases to Release 8 x format For more information see Chapter 7 Upgrading the databases to the current release on page 33 e The report server upgrade is complete e If you are prompted to restart and the Tealeaf databases are upgraded then click Yes to the restart machine Else click No Next Steps If you are performing a multi server upgrade you can resume the process with other servers e See Chapter 6 Upgrade for Multi Server Deployment on page 25 If you did not upgrade the databases as part of the main upgrade process you must upgrade them after you complete the software upgrades Chapter 6 Upgrade for Multi Server Deployment 29 e See Chapter 7 Upgrading the databases to the current release on page 33 Upgrade for Processing Server You can upgrade each Processing Server in sequence or all in parallel Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact http support tealeaf com Prerequisite Ch
84. ported SQL Server versions for IBM Tealeaf For information about general database server requirements see the CX Pre Installation Checklist in the IBM Tealeaf CX Installation Manual Database compatibility mode When the databases are upgraded to Release 8 x you may be required to update the SQL Server Compatibility Mode SA permissions required Upgrading the databases to Release 8 1 or later requires System Administrator permissions as the process creates new filegroups You cannot upgrade by using the TLADMIN account Verify that the account you are using has the appropriate permissions Use of dynamic ports If your SQL Server installation uses dynamic ports extra configuration is required before you install or upgrade the Tealeaf databases Required temporary space During the upgrade process you may choose to migrate event definitions and reporting data Depending on the options you choose the Tealeaf Database Manager requires sufficient space to perform the upgrade operations e The values in the Required Temp Space column indicate the volume of space that is required on the SQL Server machine as a multiple of the size of the database e If you are performing multiple operations they are additive meaning that the required temp space factors must be added to see the total required temporary space Copyright IBM Corp 1999 2015 33 Note The following are estimates and may not be exact for each Tealeaf solutio
85. poses you may want to shorten the intervals for some of the steps to hasten the testing process These intervals can be configured by modifying the following configuration options Note Do not make these changes on a production server These changes should only be applied in a testing environment and should be reverted when the testing is complete e Session is indexed for search in LTC For more information about configuring indexing see Configuring CX Indexing in the IBM Tealeaf CX Configuration Manual 1 The control program for indexing indexprogram checks for sessions that need indexing that is based on the Sleep Time When No Work setting 2 When sessions are detected that need indexing the indexing process begins Indexes are not committed to disk which enables searching until the Direct Pull Timeout setting expires or the index size exceeds the Maximum Index Size threshold e Session data is aggregated for reporting purposes By default the Data Collector polls the Long Term Canister for data to aggregate every five minutes 1 If necessary you can restart the Tealeaf Data Collector Service through the Windows Services Control Panel to immediately perform a data collection However you must be certain that the data to be collected is already generated for this step to work Installation Before you begin install the components listed here if you have not already done so e Client Side Capture The Tealeaf Clien
86. r during installation or upgrade see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Change localhost References Before you upgrade from the release verify that the server references in the Portal Management page do not use localhost values Instead use a host name or fully qualified domain name Note This step is important for the Report Server if it is also the host of any Tealeaf databases Upon upgrade some Portal reporting can be corrupted if this change is not made See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Database Requirements As part of the Report Server upgrade you may choose to upgrade the Tealeaf databases and migrate data from the previous version to the new schema More requirements apply to the database upgrades e See Upgrading the Databases in the IBM Tealeaf CX Upgrade Manual Upgrade Sequencing 28 In a multi server Tealeaf environment the server that hosts the Reporting Server should be upgraded first Note During the upgrade of the Report Server you may also choose to upgrade the Tealeaf databases Tealeaf recommends upgrading them after the server upgrade through the Database Manager Some additional information a
87. rade please complete the upgrade in the following general steps Note Before you begin you should review the system requirements to verify that your current system is capable of managing the upgrade process and running the new version of Tealeaf See System requirements for installing IBM Tealeaf in the IBM Tealeaf CX Installation Manual General Steps Install the latest IBM Tealeaf version on the new hardware Migrate your reporting data and event definitions to the new hardware Restart the new Tealeaf system PON gt Verify that it is capturing data events are firing and that newly captured event data is appearing in reports 5 Review the preparing to upgrade steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 6 Perform the upgrade in place Note Depending on your Tealeaf environment the steps to upgrade may vary See Tealeaf CX Upgrade Manual 7 Complete the post upgrade steps See Chapter 8 Post Upgrade Cleanup on page 43 Note Avoid performing the upgrade by installing the current IBM Tealeaf release on the new hardware moving the databases and then upgrading them separately Copyright IBM Corp 1999 2015 5 6 Tealeaf CX Upgrade Manual Chapter 3 Preparing to Upgrade to the Current Release To upgrade your IBM TealeafcxImpact solution review the entire process before you commence the upgrade The process that you follow varies depending on the number of s
88. roduct program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not grant you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A For license inquiries regarding double byte DBCS information contact the IBM Intellectual Property Department in your country or send inquiries in writing to Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd 19 21 Nihonbashi Hakozakicho Chuo ku Tokyo 103 8510 Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not
89. rompted for a Tealeaf License key at any point during the upgrade process enter the value that is provided to you by Tealeaf Support a Select the language that you want to use for the installation and click OK b The Upgrader checks to see whether an upgrade performed on the machine already If so the following message is displayed An update has already been performed on this system Note Choose Yes only if you are installing IBM Tealeaf cxResults or IBM Tealeaf cxReveal databases search on the current system Otherwise do not upgrade the system c If the server you are upgrading is a Report Server extra dialogs may be displayed including one in which you may choose to perform an event data migration to the new version or a migration of all data Note Migration of all of your existing data may take significant time Tealeaf recommends that you perform this migration during off peak hours through the Tealeaf Database Manager See Tealeaf Database Manager Reference in the IBM Tealeaf Databases Guide Note During the upgrade of the Report Server you may optionally choose to migrate reference dimensions and their data This data is not migrated by default See Release Upgrade for Reporting Server on page 27 e For more information see Chapter 3 Preparing to Upgrade to the Current Release on page 7 e For more information about Report Server upgrading see Release Upgrade for Reporting Server on page 27
90. s enable you to specify configurations specific to your instance of the Portal web application During the upgrade process these files are automatically backed up in the same directory where they are located lt Tealeaf_install_directory gt Portal WebApp custom_content htm lt Tealeaf_install_directory gt Portal WebApp Web Config lt Tealeaf_install_directory gt Portal WebService Web Config After the upgrade is complete review these files and apply and changes made specific to your pre upgrade Tealeaf solution to the default files installed during the upgrade process Replay server post upgrade cleanup tasks There are several post upgrade cleanup tasks to do on the Replay server Disable Interactive Services Detection For the WebKit Chrome renderer to function properly the Interactive Services Detection service on the server that hosts Replay Server must be disabled See CX Pre Installation Checklist in the IBM Tealeaf CX Installation Manual Replay Server must run as Local System The Replay Server must be run as the Local System user Before you begin replaying sessions through BBR complete the following steps for each Replay Server 44 Tealeaf CX Upgrade Manual Note These steps must be applied to each Replay Server in your environment 1 Log in to the server that hosts the Replay Server 2 From the Start menu open the Services control panel 3 From the list of services select Tealeaf Replay Server
91. s for preparing to upgrade as documented here Clean up events If you plan to remove events or event related objects as part of your upgrade to the current release Tealeaf recommends that you perform this cleanup task before upgrade Removing events or event related objects accelerates the time to perform the event migration during upgrade Review Canister Safety Limits In Release 7 2 and earlier the Canister safety limits were controlled by three settings for the Canister These settings defined limits for e Maximum number of hits in a session e Maximum total bytes in a session e Maximum total time in seconds in a session In Release 8 0 and later these limits are defined by a Tealeaf system event During upgrade the values for these limits are reset to factory defaults Before you upgrade record the values for the Canister safety limits These settings and their default values are listed below Table 1 Review Canister Safety Limits Setting Release 7 2 Release 8 Value for Your Tealeaf Solution Max 2048 2048 Hits Per Session Tealeaf CX Upgrade Manual Table 1 Review Canister Safety Limits continued Setting Release 7 2 Release 8 Value for Your Tealeaf Solution Max 5242880 bytes 5242880 bytes Size Per Session Max 3600 seconds 3600 seconds Time Per Session SQL Server on remote server If the Tealeaf SQL Server databases are on a remote database s
92. servers must be upgraded in the order that is listed Note If you have any questions about the process or the steps that are required to upgrade your Tealeaf solution contact http support tealeaf com Review the entire process before you begin the upgrade Prerequisite checklist Before you begin verify that you completed the prerequisite checklist items documented here 1 Reviewed the overall process See Chapter 1 Overview of Upgrade Process on page 1 2 Reviewed the changes for the current release See Migration to the current release 3 Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 a Copied Tealeaf software to each server For every server that you are upgrading you can copy the Tealeaf software to a directory outside of the Tealeaf installation directory b Backed up the server You can perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it e Ideally you should create a complete mirror image of the server 4 Stopped traffic and allowed Data Collector finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occur during in
93. sive Capture Application PCA web user interface e See Passive Capture Configuration via Web Console in the IBM Tealeaf Passive Capture Application Manual 2 In the Summary tab verify that traffic is being captured and is flowing from the IBM Tealeaf CX Passive Capture Application server to the appropriate downstream server e Traffic to stopped servers is spooled e To refresh the display click Refresh at the top of the screen 3 If the traffic is not flowing select the Console tab Verify that Capture is on e See Troubleshooting Capture in the IBM Tealeaf Troubleshooting Guide 54 Tealeaf CX Upgrade Manual Verify Windows Pipeline Processing If your Windows pipeline is enabled and the Portal is available you can verify that data is being processed through it 1 Log in to the Portal as an administrator 2 From the Portal menu select Tealeaf gt TMS The Tealeaf Management System is displayed See Tealeaf Management System in the IBM Tealeaf cxImpact Administration Manual 3 Click the Pipeline Status tab 4 Select the pipeline that performs the processing of captured data 5 Verify that hits are flowing through each session agent in the pipeline For more information see TMS Pipeline Status Tab in the IBM Tealeaf cxImpact Administration Manual For Multiple PCA Servers Repeat the above processes for each PCA server Reverting Your PCA Upgrade If your PCA upgrade failed for some reason a
94. ss e See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual 12 Tealeaf CX Upgrade Manual Getting Started with the Upgrade When you are ready to begin your upgrade complete the following steps just before you begin your upgrade Stop traffic Traffic must be stopped into the Canister 1 In HBR environment If you deployed an HBR server you can manage traffic through the HBR See Stopping Traffic at the HBR 2 In non HBR environment If you do not use HBR you can stop traffic through Search Server See Stopping Traffic into Each Canister e Complete a Data Collector run Allow one Data Collector run to complete before you begin the upgrade See Completing Data Collection on page 14 Stopping Traffic at the HBR In an HBR environment there is no need to stop traffic As soon as a Processing Server is no longer available to receive hits traffic is diverted to other available Processing Servers or spooled locally to the HBR disk until servers become available e For more information about HBR see Health Based Routing HBR Session Agent in the IBM Tealeaf CX Configuration Manual Before you begin the upgrade verify that the Data Collector completed its run e See Completing Data Collection on page 14 Stopping Traffic into Each Canister Before upgrading traffic must be stopped into the processing pipeline of each Tealeaf Canister After traffic stops and the Data C
95. stallation or upgrade see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 1 Stop Services Stop all Tealeaf Services on the servers being upgraded Note If the Tealeaf Data Collector and Reporting services are on a different machine than the Processing Servers allow the Data Collector to complete its run Then stop all Tealeaf services on the Report Server machine first if you have not done so already After you stop the services the Data Collector does not try to harvest any data from a Processing Server while being upgraded 1 Log in to the server as an administrator Copyright IBM Corp 1999 2015 25 2 Stop all Tealeaf Services Start gt Programs gt Tealeaf Technology gt Stop All Services or Start gt Programs gt Tealeaf Technology gt Stop Tealeaf Services 3 Wait until all services stop 4 Open the Windows Services applet and manually stop all remaining services whose name begins with Tealeaf including the following e Tealeaf Scheduler Service e Tealeaf Transport Service e Tealeaf Management Service 5 Close the Windows Services Control Panel D If it is open close the Windows Event Viewer Control Panel 7 When these services are stopped you may co
96. stomer Agreement IBM International Program License Agreement or any equivalent agreement between us Any performance data contained herein was determined in a controlled environment Therefore the results obtained in other operating environments may vary significantly Some measurements may have been made on development level systems and there is no guarantee that these measurements will be the same on generally available systems Furthermore some measurements may have been estimated through extrapolation Actual results may vary Users of this document should verify the applicable data for their specific environment Information concerning non IBM products was obtained from the suppliers of those products their published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities of non IBM products should be addressed to the suppliers of those products All statements regarding IBM s future direction or intent are subject to change or withdrawal without notice and represent goals and objectives only This information contains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names
97. t Administration Manual IBM Tealeaf cxImpact User Manual IBM Tealeaf cxImpact Reporting Guide IBM Tealeaf cxConnect IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Voice of Customer Administration Manual IBM Tealeaf cxConnect for Web Analytics Administration Manual IBM Tealeaf cxOverstat IBM Tealeaf cxOverstat User Manual IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf cxReveal API Guide IBM Tealeaf cxReveal User Manual IBM Tealeaf cxVerify IBM Tealeaf cxVerify Installation Guide IBM Tealeaf cxVerify User s Guide IBM Tealeaf cx View IBM Tealeaf cxView User s Guide IBM Tealeaf CX Mobile IBM Tealeaf CX Mobile Android Logging Framework Guide IBM Tealeaf Android Logging Framework Release Notes IBM Tealeaf CX Mobile Administration Manual IBM Tealeaf CX Mobile User Manual IBM Tealeaf CX Mobile iOS Logging Framework Guide IBM Tealeaf iOS Logging Framework Release Notes Tealeaf CX Upgrade Manual Notices This information was developed for products and services offered in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM p
98. t Side Capture is a plug in for Fiddler that enables the capture of your IE navigation experience to your local desktop The session that you explore on the monitored web application is captured locally as a control to test the results of capture processing and replay through Tealeaf s replay features For more information about installing Client Side Capture see Using Client Side Capture for Fiddler in the IBM Tealeaf Client Side Capture Manual e IBM Tealeaf CX RealiTea Viewer The RTV application can be installed on the desktop systems of Tealeaf users to enable the search and replay of session data Additionally through RTV users with the appropriate permissions can edit event definitions that are applied to the Tealeaf capture stream If RTV is used by Tealeaf users in your enterprise you should test its capabilities as part of the testing process For more information about installing RTV see RealiTea Viewer Overview in the IBM Tealeaf RealiTea Viewer User Manual Some Considerations in Generating Your Test Session Before you capture your test session you should consider the following items which may affect the pages that you attempt to capture 58 Tealeaf CX Upgrade Manual e Session Identifier You should decide how you are going to explore the web application in a way that permits you to uniquely identify the session through search and replay When you test the captured session you must be able to uniquely ide
99. t release 3 Completed the preparation steps See Chapter 3 Preparing to Upgrade to the Current Release on page 7 a Copied Tealeaf software to each server For every server that you are upgrading copy the Tealeaf software to a directory outside of the Tealeaf installation directory b Backed up the server You should perform a backup of all Tealeaf directories and SQL Server databases on the server before you begin the upgrade of it e Ideally you should create a complete mirror image of the server 4 Stopped traffic and allowed Data Collector finish Immediately before upgrade you must stop traffic to the Processing Servers in your environment and allow the Data Collector to complete its collection run from the stopped Canisters See Chapter 3 Preparing to Upgrade to the Current Release on page 7 Note For more information about issues that may occur during installation or upgrade see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 You should also know the process for upgrading an individual server whether you are upgrading only the current components or changing the configuration See Chapter 4 Upgrading Tealeaf Software on a Server on page 17 Upgrade Sequencing You can perform the upgrade for each HBR server serially or simultaneously Upgrading the HBR Servers You can upgrade the HBR servers Chapter 6 Upgrade for Multi Server Deployment 31 Adding as a new comp
100. tained only if TLEventManager exe has never previously been executed against this database installation If this utility has been previously executed the 7 2 CSVs are converted and imported but IDs are not maintained Limitations e Event icons are not currently imported 7 2 Event IDs are only preserved if the convert command switch is specified on the first execution which is typically handled automatically by the normal upgrade process Execution During execution TLEventManager exe launches the Tealeaf Data Service which connects to a variety of Tealeaf systems However the utility only needs the Data Service to insert the event definitions into the database Other Tealeaf components do not need to be available during execution of the utility Order of execution for events TLEventManager has a fixed order of executing steps Whether the following steps are executed depends upon the command line arguments e Bootstrap events e Converted events e XML events TLE events The XML or TLE events can override bootstrap and converted events Each subsequent event type can potentially override the preceding in the same operation Arguments The following arguments are available at the command line Argument Description SS Search Server host ssport Search Server port ds Data Service host Chapter 7 Upgrading the databases to the current release 41 dsport Data Service port bootstrap Load base objects only
101. the server restarts check the Event Log for Error type messages Restart the Report Server After upgrading the databases and restarting the Processing servers you can restart the Report server 1 For each server you can start all services through the Windows Start menu Start menu gt Programs gt Tealeaf Technology gt Start Tealeaf Services 2 When the server restarts check the Event Log for Error type messages 3 Ignore error messages that state failure to connect to the Canister servers 6 Upgrade Health Based Routing Server If one or more Health Based Routing Servers is installed you can upgrade them now See Upgrade for HBR on page 31 7 Verify Components After upgrading the server side components of Tealeaf verify that all IBM Tealeaf CX components are working on the appropriate servers 1 Log on to IBM Tealeaf CX portal Typically the URL is the following http lt Server Name gt portal 2 Verify that active sessions are present in the Portal 3 Verify that sessions can be replayed through the Portal 4 Verify that all functions of the IBM Tealeaf CX solution work as expected Post Upgrade Cleanup After completing the upgrade you can perform the cleanup tasks For more information see Chapter 8 Post Upgrade Cleanup on page 43 Perform Other Tealeaf Upgrades After you complete the upgrade of the IBM Tealeaf CX platform and core applications you can upgrade your ot
102. to time Tealeaf may publish patches to official builds to address specific issues Before you verify your installation see whether there are any patches for the build to which you have upgraded For more information on downloading IBM Tealeaf see IBM Passport Advantage Online Review Conversion report After the upgrade completes review the Conversion Report which identifies the status of conversion See Event Conversion Report Review Logs Review the following logs for error messages Copyright IBM Corp 1999 2015 43 TLEventManager log Errors that are related to the conversion of events and installation of new event definitions is stored in the following location lt Tealeaf_install_directory gt Logs TLEventManager yyyyMMdd 1log TealeafDatabaseManager log This log contains messages on the database upgrade and data migration processes It is stored in the following location lt Tealeaf_install_directory gt Logs TeaLeafDatabaseManagerYYYYMMDD_ log Event Viewer Check the Windows Event Viewer for Application errors 1 Open the Event Viewer through the Windows Start menu Click the Application node Sort the results by the Source column Review the entries for the Tealeaf entry af oN Review warning and error messages Set Recovery Model to Simple Tealeaf recommends setting the Recovery Model for all Tealeaf databases to Simple Re Apply Portal Custom Configurations The following file
103. tures of the Tealeaf solution by locating your captured session data in various parts of the capture processing and reporting areas of the Tealeaf solution Features e Capture Session capture by the IBM Tealeaf CX Passive Capture Application Search Search for the session data as an active or completed session e Replay Replay of the session through Browser Based Replay and the IBM Tealeaf CX RealiTea Viewer as an active and completed session e Reporting Display of data in the Portal as an active or completed session e Data Export Export of captured and processed data Temporary Configuration Changes The previous steps mirror the generalized flow of data through the solution which is outlined below All items below apply to completed sessions Items also marked active apply to active sessions too General Data Flow of Session Data throughIBM TealeafCX e Active session begins active Session is available for replay in Portal and RTV e Session is completed e Session is moved from Short Term Canister to Long Term Canister e Session is indexed for search in LTC completed Session becomes available for search by using completed search templates in the Portal and RTV Copyright IBM Corp 1999 2015 57 e Session data is aggregated for reporting purposes completed Session data populates Portal reports e Session data is trimmed from the Long Term Canister and optionally archived For testing pur
104. u may continue 2 Upgrade Tealeaf Software If your upgrade process includes a migration to a new SQL Server see Migrating Tealeaf Databases in the IBM Tealeaf Databases Guide For more information about upgrading Tealeaf software including databases on an All in One server see Chapter 4 Upgrading Tealeaf Software on a Server on page 17 3 Restart Services After upgrading the Tealeaf software you must restart the Tealeaf services To restart the services 1 For each server you can start all services through the Windows Start menu Start menu gt Programs gt Tealeaf Technology gt Start Tealeaf Services 2 When the server restarts check the Event Log for Error type messages Post Upgrade Cleanup After completing the upgrade you can perform a few cleanup tasks See Chapter 8 Post Upgrade Cleanup on page 43 Perform Other Tealeaf Upgrades After you complete the upgrade of the IBM Tealeaf CX platform and core applications you may upgrade your other Tealeaf applications and components e See Chapter 1 Overview of Upgrade Process on page 1 24 Tealeaf CX Upgrade Manual Chapter 6 Upgrade for Multi Server Deployment The steps in this upgrade process provide a generalized outline for how to complete an upgrade of a sophisticated multi machine installation of Tealeaf For these types of upgrades services must be stopped in a specific order after which individual Tealeaf
105. ual For more information about the database connection timeout see Shared configuration information in the IBM Tealeaf cxImpact Administration Manual Upgrade the TL_SYSTEM database in Individual Database mode through the Tealeaf Database Manager Clearing the rs_activity_log table To clear the contents of the rs_activity_log table and complete the upgrade complete the following steps i 2 Log in to SQL Management Studio To clear the table run the following SQL Note This statement removes the contents of the rs_activity_log table Verify that you have a backup use tl system TRUNCATE TABLE RS ACTIVITY LOG Upgrade the TL SYSTEM database in Individual Database mode through the Tealeaf Database Manager TLEventManager Utility Note Tealeaf events are installed as part of the initial deployment or upgrade of your Tealeaf system During normal operations you should never need to use this utility It is provided for use during resolution of issues with Tealeaf http support tealeaf com 38 Tealeaf CX Upgrade Manual TLEventManager exe is an external utility that can be used to install or update the event definitions in use by your Tealeaf system to all active Tealeaf Canisters This utility is available to customers in release 8 3 1 8372 and later Prerequisites e The Portal application must be made aware of each Canister in the environment Verify that there is a reference to each Canister in the P

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