12.8 Automatic Mode Process
The automated CCAT process begins when a system crashes and consists of the following steps:
- When the system reboots, a system utility or other software collects data about the cause of the crash and creates a crash file.
- On Windows systems, you must install the Windows version of CADC in order for the crash file to be created.
- On OpenVMS/Alpha systems, the Clue utility creates the crash file.
- CCAT automatically starts when a system reboots from a crash, and detects that there is a crash file to process. CCAT analyzes the crash file against the local CCAT knowledge base and produces a results file which contains the crash parameters, and may include the possible cause and solution for the system crash.
- CCAT sends an email message to the system administrator or other specified local addressee containing information about the crash.
In order for CCAT to perform the following functions automatically, either DSNlink or PRS must be installed and running on the system.
- CCAT opens a service request containing the crash parameters and the crash data analysis file at the Customer Support Center (CSC) using DSNlink or PRS. (If neither DSNlink not PRS is available, the customer can provide the crash data analysis file to the CSC via ftp, email, or storage medium (e.g., diskette or tape).
- The crash is analyzed again when the message containing the crash parameters and the results file arrives at the CSC, in case the CCAT server at the CSC may have updated rule sets that can provide additional insight into the cause of the crash and problem resolution.
- The results of the analysis performed at the customer site and at the CSC are entered into the Call Handling System.
- The CSC monitors open calls in the Call Handling System, and notifies the customer of the final analysis results via email or by means of a call from a crash analysis specialist.