MyEasyVista Sandbox Refresh Procedure

MyEasyVista.
com
Sandbox Refresh
Procedure
MyEasyVista.com Sandbox
Refresh Procedure
EasyVista, Inc.
Authors of the document

Company
EasyVista, Inc.
EasyVista, Inc.
EasyVista, Inc.
Name
Andrew
Reynolds
Andrew
Reynolds
Andrew
Reynolds
Function
Knowledge
Manager
Knowledge
Manager
Knowledge
Manager
Date
Version
5/30/2014
1.0
12/01/2015
2.0
12/02/2015
2.1
Recipients of the document

Company
Name
Function
Date
Version
Version
Summary of
changes
History of changes
Company
EasyVista, Inc.
EasyVista, Inc.
EasyVista, Inc.
Name
Andrew
Reynolds
Andrew
Reynolds
Andrew
Reynolds
Date
5/30/2014
1.0
Document Creation
12/01/2015
2.0
Document Updates
12/02/2015
2.1
Document Updates
easyvista.com
Refresh Procedure
EasyVista, Inc.
Content
A.
Introduction to MyEasyVista.com ......................... 4
B.
Document Purpose ............................................... 5
C.
MyEasyVista.com Sandbox Refresh ...................... 6
D.
Technical Support Agents (TSA) ..........................10
E.
Production Ticket Data ........................................12
F.
Group Notifications .............................................13
G.
Employee Notifications........................................14
H.
Workflow Reply Addresses ..................................15
I.
Customer Email Addresses ..................................16
J.
Web Services.......................................................18
K.
Hosted Files ........................................................20
L.
Auto-Inc Fields ....................................................21
M.
Additional Considerations ...................................22
easyvista.com
Refresh Procedure
A.
EasyVista, Inc.
Introduction to MyEasyVista.com
Your business depends on the proper functioning of your IT and your IT depends on the
proper functioning of your solutions.
MyEasyVista.com is a unique and innovative service that integrates reporting capabilities
and analysis EasyVista Analytics. It provides:
KPIs on the monitoring of the platform and the commitments of services

the catalog of services for planning of maintenance demand
When an incident occurs at the SaaS platform, we need to quickly find the problem.
However, without an effective tool for analysis, you may lose valuable time looking for the
cause, and can ultimately probably only treat the symptoms without correcting the real
problem.
By integrating the analysis and reporting tools EasyVista Analytics, MyEasyVista.com offers
a powerful platform for the monitoring of key performance indicators, including:
the availability of the platform and the size of the database

activity and use of the platform (the number of connected users, and user
interactions, the use of pages and assistants job, potential errors)
the management and optimization of network load
To optimize the hardware and software investment and avoid waste, it is important to
establish an effective monitoring and data resources. MyEasyVista.com enables an
optimized and transparent management of IT resources by identifying all physical and
virtual goods in use, and well disposed, and equipment without serial number.
Finally, based on powerful analytics EasyVista Analytics, MyEasyVista.com allows you to
improve the quality of your services by providing statistics on the most popular services,
the least used services that have the highest number of incidents, and identifying unused
objects and unresolved incidents.
Access the details and status of your contracts, including actual license usage
Transparently monitor the availability of your myEasyVista.com platform to ensure
respects contractual SLAs
Put measures in place maintenance
Notify proactively incidents occurring at your platform to avoid stoppage of
activity
MyEasyVista.com is a personalized service for optimal use of EasyVista IT Service Manager

SaaS.
easyvista.com
Refresh Procedure
B.
EasyVista, Inc.
Document Purpose
This document can be used as a walkthrough guide on how to copy an EasyVista ITSM
SaaS Production (50004) account to the Sandbox (50005) account.
This process will copy all production data and changes into sandbox allowing for
development within the sandbox environment.
The necessary follow up steps are also included to ensure that once the copy has been
completed the sandbox system will not conflict with a production system.
easyvista.com
Refresh Procedure
C.
EasyVista, Inc.
MyEasyVista.com Sandbox Refresh
Login to the MyEasyVista.com site with the account and credentials provided to you at platform creation.
Change to the My Platform area of MyEasyVista.com to view the Database Management screen.
Click the (
) icon to configure a new database task, this document details the migration
of a Production database to a Sandbox environment any other tasks are not described.
easyvista.com
Refresh Procedure
EasyVista, Inc.
Select the Copy operation:
Select the source platform (From) and the destination platform (To)
Select the databases you will be transfering (Data Only / Configuration Only /
Configuration and Data)
easyvista.com
Refresh Procedure
EasyVista, Inc.
Enter the email address notifications will be sent to along with the start time for the copy
job, and then click the Schedule button.
MyEasyVista.com will then confirm the job to be run:
Email confirmation will be received shortly after and the job will appear under the Current
Management Operations section:
easyvista.com
Refresh Procedure
EasyVista, Inc.
easyvista.com
Refresh Procedure
D.
EasyVista, Inc.
Technical Support Agents (TSA)
The sandbox TSAs need to be disable to avoid conflicts with the production TSAs.
Alternately, sandbox mailboxes could be setup and the TSAs could point to these
mailboxes for testing.
To disable the TSAs in sandbox, logon to the sandbox, then select Technical Support Agent
under Administration:
Select any configured TSA instances:
Uncheck the Enable Active Mailbox Scan checkbox and Save the configuration for each
TSA:
10
easyvista.com
Refresh Procedure
11
EasyVista, Inc.
easyvista.com
Refresh Procedure
E.
EasyVista, Inc.
Production Ticket Data
Note. The below SQL

EVO_DATA50005 object.
statements
should
ONLY
be
run
against
the
If required the ticketing data migrated from the Production instance can be removed from
the Sandbox database.
Login to the SQL Query Manager (mc_monitoring) tool with the account and credentials
provided to you at platform creation.
https://YOURCOMPANY.easyvista.com/mc_monitoring
Ensure that the EVO_DATA50005 database is selected, this is the Sandbox database.
Enter the following script then select execute.

DELETE
DELETE
DELETE
DELETE
DELETE
DELETE
DELETE
DELETE
DELETE
DELETE
UPDATE
FROM SD_WORKFLOW_INSTANCE
FROM SD_QUESTION_RESULT
FROM METRIC_RESULTS
FROM AM_HISTORY
FROM SD_REQUEST_DETAIL
FROM AM_ACTION
FROM SD_REQUEST_SD_REQUEST
FROM SD_REQUEST
FROM U_HISTORYLINK
FROM FTS_SEARCH_LOG
AM_AUTO_INC SET LAST_VALUE = 1
12
easyvista.com
Refresh Procedure
F.
EasyVista, Inc.
Group Notifications
Note. The below SQL

statements
should
ONLY
be
run
against
the
To avoid Group notifications from being sent during testing follow this procedure to disable
all Group Notifications.

UPDATE AM_GROUP SET MAIL_ALERT = 0 WHERE MAIL_ALERT = 1
13
easyvista.com
Refresh Procedure
G.
EasyVista, Inc.
Employee Notifications
To turn off Employee Email Notifications, customers can use the UPDATE wizard found
under the Employee Directory to update all users at once.
14
easyvista.com
Refresh Procedure
H.
EasyVista, Inc.
Workflow Reply Addresses
Note. The below SQL

statements
should
ONLY
be
run
against
the
To change the return address used in the workflows from the production email address to
a test email address to replies during testing will not be directed to the production mailbox.

UPDATE SD_WORKFLOW_DETAIL SET SD_WORKFLOW_DETAIL.RETURN_ADDRESS =
'EVSandbox@yourcompany.com' WHERE RETURN_ADDRESS IS NOT NULL AND
RETURN_ADDRESS = 'support@yourcompany.com'
15
easyvista.com
Refresh Procedure
I.
EasyVista, Inc.
Customer Email Addresses
Note. The below SQL

statements
should
ONLY
be
run
against
the
To avoid notifications from being sent during testing follow the procedure outlined below
to set all employee addresses to a test email address.

UPDATE AM_EMPLOYEE SET AM_EMPLOYEE.E_MAIL = 'address@yourcompany.com'
where AM_EMPLOYEE.E_MAIL IS NOT NULL
Substitute the appropriate email address.
Note. That the Email Address field cannot be configured as unicity=TRUE under a
platforms parameters if a generic email address is to be used.
Alternatively to clear all Employee Notifications, customers can use the UPDATE wizard
found under the Employee Directory to update all user email addresses at once.
16
easyvista.com
Refresh Procedure
17
EasyVista, Inc.
easyvista.com
Refresh Procedure
J.
EasyVista, Inc.
Web Services
When Business Rules are created with Web Services in the Related Process the Web Services are set
to a specific account instance, i.e. production / 50004, and must be updated to the sandbox account
instance.
Open each Business Rule Related Process, click on each Web Service step and change the account
from 50004 to 50005.
Example:
Configured for Production:
Updated for Sandbox:
18
easyvista.com
Refresh Procedure
19
EasyVista, Inc.
easyvista.com
Refresh Procedure
K.
EasyVista, Inc.
Hosted Files
Login to the FTP_RESOURCES folder with the account and credentials provided. Transfer any
uploaded files from the 50004 FTP Resources account to the 50005 FTP Resources account.
20
easyvista.com
Refresh Procedure
L.
EasyVista, Inc.
Auto-Inc Fields
Update the Sandbox Auto-Inc Fields via Administration | Parameters | Auto-Inc Fields
menu to a unique string that will easily identify records / emails / etc. that have come from
the sandbox account. For example:
21
easyvista.com
Refresh Procedure
M.
EasyVista, Inc.
Additional Considerations
Logos in workflows
The following SQL statement should be run:
UPDATE SD_WORKFLOW_DETAIL
SET EMAIL_TEXT_EN =
REPLACE (EMAIL_TEXT_EN, '<PRODUCTION LOGO URL>', '<SANDBOX LOGO URL>')
WHERE EMAIL_TEXT_EN LIKE '%<PRODUCTION LOGO URL>%'
Email Signatures
UPDATE SD_WORKFLOW_DETAIL SET EMAIL_TEXT_EN = REPLACE(EMAIL_TEXT_EN,
'<PRODUCTION SIGNATURE>', '<SANDBOX SIGNATURE>') WHERE EMAIL_TEXT_EN LIKE
'%<PRODUCTION SIGNATURE>%'
To update all workflow email signatures to the Sandbox signature.
TSA Email Default From Address
Update the Parameter {AST} REPLY_TO_ADDRESS with the correct sandbox reply
address.
Workflow Email Default From Address
UPDATE SD_WORKFLOW_DETAIL SET SD_WORKFLOW_DETAIL.RETURN_ADDRESS = '<SANDBOX
ADDRESS>' WHERE RETURN_ADDRESS IS NOT NULL AND RETURN_ADDRESS =
'<PRODUCTION ADDRESS>'
To update all workflow email From addresses to the Sandbox email address.
Workflow Email Address in Body
'<PRODUCTION ADDRESS>', '<SANDBOX ADDRESS>') WHERE EMAIL_TEXT_EN LIKE
'%<PRODUCTION ADDRESS>%'
To update all email addresses contained within the body of a workflow step to the Sandbox
email address.
Production GUID in Link URLs
'5C0F051E590F056F1D', '5C0F051E590F056F1C') WHERE EMAIL_TEXT_EN LIKE
'%5C0F051E590F056F1D%'
To change all manually created Click Here links to the Sandbox Account GUID.
22
easyvista.com

MyEasyVista Sandbox Refresh Procedure

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Authors of the document

Recipients of the document

Introduction to MyEasyVista.com ......................... 4

Document Purpose ............................................... 5

MyEasyVista.com Sandbox Refresh ...................... 6

Technical Support Agents (TSA) ..........................10

Production Ticket Data ........................................12

Group Notifications .............................................13

Workflow Reply Addresses ..................................15

Customer Email Addresses ..................................16

Hosted Files ........................................................20

Auto-Inc Fields ....................................................21

Additional Considerations ...................................22

KPIs on the monitoring of the platform and the commitments of services

the availability of the platform and the size of the database

MyEasyVista.com is a personalized service for optimal use of EasyVista IT Service Manager

MyEasyVista.com Sandbox Refresh

Select the Copy operation:

Technical Support Agents (TSA)

Select any configured TSA instances:

Production Ticket Data

Note. The below SQL

Enter the following script then select execute.

Note. The below SQL

Enter the following script then select execute.

Workflow Reply Addresses

Note. The below SQL

Enter the following script then select execute.

Customer Email Addresses

Note. The below SQL

Enter the following script then select execute.

Configured for Production:

Updated for Sandbox:

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