ITA FAQ

Parallel UPS system is not directly supported. As a work around, it is OK to model parallel UPSs as one UPS as long it is an N, or N+1 setup. For an N+1 setup, make sure that the modeled UPS has an internal redundancy of N+1 and that the UPS Capacity is the 'N' part. For example, 3 identical 50KW UPSs in N+1 would give a capacity of 100KW because the third UPS is "standby." If you have Data Center Expert UPS devices, you can associate all of them on the one UPS model object and you will get all alarms. The down side is that impact might not handle the situation correctly, reporting loss of power instead of loss of redundancy.

The migration feature in ITA makes it possible to migrate (merge) from another DCO/ITA setup. The feature is available in the desktop client System Setup > Migrate from EcoStruxure IT Advisor. 9389310232477_360005241517.png To have a successful migration, it is required that: Setups must not originate from the same installation. Setups must have different locations, users, integrated external system(s), tags, etc. Migration from one setup to another can be applied only once. To migrate a solution from another StruxureWare Data Center Operation (DCO) or EcoStruxure IT Advisor (ITA) server, a backup file from that server is needed. It is recommended that you take a fresh backup before doing the migration. Run a test (on a test setup) before executing on the production server.

In order to get a solution to your issue as fast as possible, include all relevant details available, when you report your issue. The more information we have, the faster we can identify your problem and help you.  Minimum requirements: Give a detailed description of the scope and the issue you need help solving Describe the steps to reproduce the issue Provide relevant files Give a detailed description of the scope and the issue you need help solving What were you doing, when the problem occurred? What kind of equipment were you working on? How many rooms were open? What is you client operating system? If the problem relates to an existing installation, include: Product name, Installation details (version and build number), Configuration details, System hardware details (physical/virtual server, etc.)  Describe the steps to reproduce the issue How can we reproduce the problem? Describe what you have done to try to solve the problem yourself. Upload any relevant screenshots (e.g. application error messages). Remember there is a lot of information we can gather from the environment in which the error occurred, so upload a clear screen dump of the entire screen rather than a screen shot of the error message. Can we get access to a latest backup file? Provide relevant files In ITA, client logs: can be collected from desktop client Help > Download client log files server logs: can be collected from web-client Administration > Download log files If the ITA application is not running, then get these files: client logs: usually located in C:\Users\<user name>\.isxo\<ITA version>\Operations\application.log server logs: ssh log in to server and run the following commands tar -zcvf /tmp/serverlogs.tar.gz /opt/jboss-as/standalone/log tar -zcvf /tmp/journal.tar.gz /var/log/journal the generated files would be in the /tmp folder, called “serverlogs.tar.gz” and “journal.tar.gz” which can be downloaded from the server. Latest backup file: backup file(s) usually located in /data/backup folder. 

  A valid support contract is required to download IT Advisor genomes. For information about genome requests, see the complete ITA genome policy.

By default both SNMPv1 and v3 might be enabled in your ITA setup. If for security reasons you would like to disable SNMPv1 here is how to do it. Login to the server's Webmin interface https://ITA server IP:10000 Go to EcoStruxure IT Advisor > Setup. On the configuration page, look for Enable SNMP server. Uncheck the v1 option. Click Setup. img1_360017769077.JPG

Log in to the ITA server Webmin interface. Go to System > Users and Groups, and click Create a new user. Capture_1_360006242878.JPG Enter the Username, define the default Shell (such as /bin/bash), enter a password, etc. In Group Membership, > Secondary groups, make sure wheel is selected. Click Create. Capture_2_360006242878.JPG Note: Root login (to the server) has been disabled for security reasons, so avoid creating a user name "root". However, if root is the only user created during the software installation, then it can be used to log in to the Webmin interface. You then create a new user as described above.

  Data Center Operation   EcoStruxure IT Advisor From DCO 8.3.2 to ITA 9.0.2 and newer From DCO 8.3.1 to ITA 9.0.0 and newer From DCO 8.3.0 to ITA 9.0.0 and newer

DCO and ITA backup file(s) can be restored on ITA server. In general, backup files from the previous versions of DCO or ITA can be installed on the latest version of ITA. a) Upload the backup file you want to be restored to the /data/backup folder (the default location on the server). b) In the web client, go to Administration > Backup and Restore. c) Look for the file you want to restore, and then click on the backup file's Restore option. mceclip0_360037568474.png Note: It is recommended that you take a fresh backup from the current setup before restoring any backup file.

By design, only one rack ATS can be connected (powered) to a pair of rack PDUs in a rack. It is mainly because of the predicted power, power sold, and estimated load strategies, which treat primary and secondary rack PDUs as if they were paired. One rack PDU cannot be paired multiple times. A possible work around is to model one rack ATS with the combined sum of the outlets of all the other ATSs. Add the other ATSs as "dummy" ATSs, that is, without connecting any equipment to them. This way the inventory reports will be valid.

There are at least two ways to verify the status of the backup in ITA. 1. Verify via server Webmin  The Status page in Webmin may display the status of the latest backup. mceclip0_360004892918.png 2. Check the backup location The default location is /data/backup. In the backup directory, there are two set files for each scheduled backup. One is the backup file itself with the file format ".tar.gz". The other has the file format ".completed" to notify you that the backup was completed. mceclip1_360004892918.png  

Customers holding a valid support contact can upgrade to IT Advisor from DCO. DCO license key(s) are merged in ITA.   Customers with Colo license key(s) need to contact support for a replacement ITA license key.   Colo features are included in the ITA base license.

From the power configuration point of view, the functionality of rack mounted UPS and PDU is not supported. Currently the power path can start from UPS -> PDU -> rack-PDU and/or from PDU > rack-PDU. Here, both the UPS and PDU are floor mounted equipment, with rack/rack-PDU considered as consumers. A possible work around is to model rack mounted UPSs and rack PDUs as floor standing units.

Hosted IT Advisor users can be configured to use the Log in with EcoStruxure IT option to log in to ITA. This is the default for newly created/installed hosted ITA instances. In IT Advisor, check the box in the user's properties to Force user to use Single Sign On.   Log in to EcoStruxure IT at https://app.ecostruxureit.com/manage. Click Administration and make sure the hosted ITA server is registered to an organization in EcoStruxure IT. This normally occurs during onboarding for hosted ITA. Click Users to create an EcoStruxure IT account for the users you want to access ITA using SSO. The EcoStruxure IT account username must match the ITA username.

Before starting the IT Advisor upgrade process, it is recommended that you:   Take a fresh backup that can be used to rebuild the setup if/when needed. Save in a safe place, not on the ITA server.   Verify that the server and the application are running as expected.  You can verify in the server Webmin interface https://<ITA server>:10000 in the EcoStruxure IT Advisor > Status option. It should say Running.   Check that there is enough free disc space on the server, specially on the root '/' and /tmp partition. Considering that running a backup and an upgrade need at least 20 GB free disc space.   If possible, test the upgrade on a dedicated test server before applying on the production setup. When running the upgrade, use the offline iso if the server does not have internet access.  

In Rack view, select an asset, and then click the Asset Visual icon.     Asset Visual, Front   Under Asset Visual, FRONT, click Edit. Browse to the asset image. Adjust the image. Click Save.     Asset Visual, Rear   Under Asset Visual, REAR, click Edit. Browse to the asset image. Adjust the image. Click Save.     Asset visuals in rack view   To see the asset visuals in rack view:   Click Overlays. Select Visuals.    

If the NFS utility is not installed on your IT Advisor or DCO server, you'll see an error when you try to add NFS as a mount type. Failed to save mount : NFS Error - mount: wrong fs type, bad option, bad superblock on xxxx, missing codepage or helper program, or other error (for several filesystems (e.g. nfs, cifs) you might need a /sbin/mount. helper program) In some cases useful info is found in syslog - try dmesg | tail or so. Resolution SSH into the server and run the following command to install the required packages: sudo yum -y install nfs-utils Note: The ITA or DCO server must have internet access.

A Failed to connect to the server using SSL error occurs when integrating IT Optimize (ITO) as an external system in ITA. This error is usually caused by using an older version of ITO that does not support TLS 1.2. Older ITO releases use TLS 1.0 so return SSL errors when connecting to ITA. ITO 7.5.6 and newer support TLS 1.2. It is recommended that you use the latest versions of both ITO (v7.5.9) and ITA. ITO-connection-error_360020969797.JPG

Since 2020-01-01 the ITA server Webmin interface Setup and Status pages may display: Error: It seems the server was installed in the future. Please verify the server time is correct and reinstall the server. mceclip0_360004665258.png This is the so-called 2020 effect, buried deep in the Unix/Linux system (Perl related). Starting from January 1, 2020, when making any date comparison operation with the year 1970 (the origin of Unix time), the date becomes 2070. Although this does not seem to affect the ITA server functionality at all, this is expected to be fixed as soon as possible. Update: fixed in latest release version(s).

In the desktop client, go to System Setup > E-mail Settings. Enter the settings for the configuration, such as SMTP server and integration credentials. Capture_360006245718.JPG This configuration allows the server to send predefined email notifications that may concern Work Orders.

Yes, the same REST API is available for both the on-premise and hosted IT Advisor instances. The REST web service documentation is available at https://<server IP>/api/current/docs/index.html