Clients cannot access FTAE CDE Citrix Thin Clients
- Alain Asgill
When this issue occurs, it is necessary to open a BMC Remedy ticket and assign to the SSC Thin Computing group as soon as possible. This issue generally means that the Citrix thin client servers are unavailable. The Computer Delivered Exams (CDE) are on two Citrix thin client servers.
When the Citrix thin clients are not available, it disrupts clients/candidates from writing their examinations; in some cases they drive two hours or more to do these exams.
On June 29 2023, there was a major disruption which was noted in BMC Remedy ticket INC67556. The Citrix desktop service required a restart on both servers to register again with the delivery controller. It appeared that both vm's black screened and the vm team had to forcibly reboot them. NCRAS615 shortly after 8 pm and NCRAS616 early this morning. The citrix desktop service required a restart on both to register again with the delivery controller. Why these vm's crashed is an ongoing investigation.
The following instructions can be followed to open a BMC Remedy ticket.
Select the BMC Remedy link Smart IT Universal Client 20.02 | Dashboard (tc.gc.ca)
Select the Create New menu and select Incident.
Enter data in the following fields:
Customer - the person entering the data e.g. Chantal Avon
Company - the Company is automatically populated when the Customer field is entered
Summary - e.g. FTAE CDE Thin Clients (Citrix) are down. This becomes the header for the ticket.
Description - e.g. CITRIX - FTAE - CDE (Thin Clients) are down and candidates are currently writing Transport Canada Flight Crew Examinations. This has been happening on and off since this morning. Please assign to SSC - Thin computing as soon as possible as this is URGENT!
Incident Type - Select Infrastructure Event
Affected Service - Thin Computing Infrastructure
Support Group - select the pen icon and the Update Assignment window appears.
Within Support Company, change the selection from Transport Canada to All.
Go to Support Group dropdown and enter SSC Thin Computing and then select it to appear in the dropdown.
Select Assign to Support Group.
Select the Assign command button.
Contact - the person entering the data or the person who reported the issue
Reported Source - select how the issue was reported from the dropdown (Email, Phone, Other, etc.)
Impact - select 1-Extensive/Widespread from the dropdown as it is an issue affecting all regions in Canada
Status - leave the default value New in the dropdown
Urgency - select 1-Critical from the dropdown
Operational Category - select Browse Categories
select Issue from the first dropdown
select Confirmed Outage from the second dropdown
Product Category - select Browse Categories
select Business Service from the first dropdown
select Infrastructure from the second dropdown
select SSC from the third dropdown
Finally select Save Ticket command button at the bottom right of the window to get an Incident Number such as the one below