eyeshare Studio Integrating with Microsoft System Center Operations Manager CONTACT:

Transcription

1 eyeshare Studio Integrating with Microsoft System Center Operations Manager CONTACT: 1

2 LEGAL NOTICE... 4 ABOUT AYEHU SOFTWARE TECHNOLOGIES... 5 ABOUT THIS DOCUMENT... 6 REQUIREMENTS... 7 MODULE OPERATION... 7 INTEGRATION ARCHITECTURE... 8 MODULE INSTALLATION... 8 REQUIREMENTS... 8 INSTALLATION PROCESS NEW INSTALL... 8 INSTALLATION PROCESS UPDATE MODULE CREATION AND CONFIGURATION MODULE GENERAL SETTINGS SERVER SETTINGS CONNECTOR CREATION SETTING THE CONNECTOR S NAME CONNECTOR REMOVAL FILTER SETTINGS Groups Targets Criteria MAPPING Fields Severity State VARIABLES USAGE CONDITION

3 ACTIVITY ACTIVITIES SCOM CREATE ALERT SCOM GET ALERT SCOM START MAINTENANCE MODE SCOM STOP MAINTENANCE MODE SCOM UPDATE ALERT CONFIGURATION FILE LOG SETTINGS OTHER SETTINGS TROUBLESHOOTING MODULE IS DOWN TEST CONNECTION FAILURE CREATING/REMOVING A CONNECTOR CREATING AN ALERT, UPDATING AN ALERT ACTIVITIES RETURN A CONNECTION ERROR SOME ALERTS ARE NOT RETRIEVED SCOM CREATE ALERT ACTIVITY CREATES TWO ALERTS SCOM CREATE ALERT ACTIVITY RETURNS NO RESPONSE OR UNABLE TO RETRIEVE ALERT ID TIPS 35 RECOVERY WORKFLOW

4 Legal Notice 2016 Ayehu Software Technologies. The contents of the document are copyrighted by Ayehu. A single copy may be printed solely for personal and non-commercial use. Any printed material may not be altered in any way and must contain the following copyright notice: "Copyright 2016 Ayehu. All Rights Reserved." and any other copyright or other proprietary rights notices which were contained on the printed material. Any other use of the material, either in whole or in part for any other reason is expressly prohibited, unless prior written consent is obtained from Ayehu. "Ayehu" and the names of all Ayehu Ltd. products and services referenced in this document are copyrighted to Ayehu. Other product and company names referenced in the document may be the trademarks of their respective owners. Disclaimer The information is provided "as is" without warranty of any kind and Ayehu Ltd. hereby disclaims all warranties and conditions with regard to any information contained on this document, including all implied warranties and conditions of merchantability and fitness for a particular purpose. Ayehu Ltd. shall not be liable for any direct, indirect, special or consequential damages whether in contract, tort or otherwise, arising out of the use of this document or the reliance on information in it. The content of this paragraph and its disclaimers and exclusions shall apply to the maximum extent permissible by applicable laws. 4

5 About Ayehu Software Technologies Ayehu was founded in 2007 to develop and market innovative solutions for the prevalent problem of network and IT system downtime. Ayehu s flagship product, EYESHARE, significantly reduces MTTR by bridging the gap between critical business situations and relevant human resources. Contact details: Ayehu Software technologies, Ltd. 26 Harokmim Street Holon, , Israel. Tel: +972 (0) Website: [email protected] 5

6 About this Document This document describes the eyeshare - SCOM integration components, Module configuration and activities. The following style conventions are used in this document: Convention Calibri Calibri Bold Calibri Italic Use Regular text Names of menus, commands, buttons, and other elements of the User interface. Special terms; the first time they appear. Notes offering an additional explanation or a hint on how to overcome a common problem. Warnings indicating potentially damaging User operations and explanations on how to avoid them. 6

7 Requirements Supported Version The supported versions of SCOM required for this integration are Microsoft System Center Operations Manager 2007 R2 / 2012 / 2012 R2. The supported version of eyeshare for this integration is Ayehu eyeshare 4.5 (and above) with a SCOM Module license. User Access The MS System Center Operations Manager Module user must be a domain user which is associated to the SCOM Administrator role, and is also a member of the local SCOM server user group. Server Time The time on the SCOM server should be synchronized with the time on the server where the eyeshare MS Operations Manager module is installed. Module Operation The SCOM Module provides a bidirectional communication channel between SCOM and eyeshare. Once the Module is defined and available, eyeshare pulls new alerts and alert updates, translates them into incidents and displays them in the eyeshare Dashboard. Alerts closed in the SCOM console trigger incident closure in eyeshare, and vice versa. 7

8 Integration Architecture Module Installation Requirements 1. One of the following operating systems: Windows 2008 Server 64-bit Windows 2012 Server 64-bit 2. Software:.Net Framework and installed. 3. The user running the installation should be an Administrator of the target host. Installation Process New Install 1. Run the eyeshare installer. 2. In the Setup Type step select Custom and click Next. 8

9 3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeshare MS Operations Manager Server. Then click Next. 4. Continue the installation as described in the Installation Guide. 9

10 Installation Process Update For instances already running eyeshare 4.5 and above, proceed with the following steps to add the MS Operations Manager integration module: 1. Execute eyeshare.exe, and click Next. To run the installer as the Administrator, right click the executable and select Run as administrator 2. Choose Modify and click Next. 10

11 3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeshare MS Operations Manager Server. Then click Next. 4. Click Install. A success notice will appear at the end of the installation process. 11

12 Module Creation and Configuration Module General Settings 1. In eyeshare Studio, access Configuration Modules, and click New. 2. In the Module Selection window, select Microsoft System Center - Operations Manager. 3. Configure the Module s general settings: In the Name field, enter a meaningful name for the new Module (e.g., "SCOM Module"). In the Description field, enter a description of the new SCOM Module. From the Device field, select the Device on which the Module is installed. 12

13 This is the device on which the eyeshare MS Operations Manager service is installed and not the device where the actual SCOM is installed. In the Port field, enter the port through which the SCOM Module operates. From the Monitor field, select the Module's monitoring option: select Yes if you wish that eyeshare Server to monitor the Module s availability. Click Configuration. Server Settings To configure the server settings of the SCOM Module: From the Device field, select the machine in which SCOM is installed. In the Domain field, enter your domain name. In the User Name field, enter a domain user which is associated to the SCOM Administrator role, and is also a member of the local SCOM server user group. In the Password field, enter the password of the selected user. 13

14 In the Version field, select the SCOM version. To change an existing selection, restart the following services after setting the value in this field: eyeshare MS Operations Manager Server, eyeshare Server and eyeshare Executor Server services. Click Test Connection. If the connection was tested successfully, proceed to the next step - Connector Creation. Otherwise, refer to the Troubleshooting section and search for your error. Connector Creation The connector is a SCOM object that listens to the SCOM alerts and forwards them to the eyeshare Server according to its subscription. In addition the connector also discovers other SCOM objects such as available fields and values (used in SCOM activities), groups and targets. To create a new connector click Create Connector. If the button is disabled, return to the Test Connection step. Once the connector is successfully created, you will have two new objects in SCOM: 1. eyeshare Connector 2. Ayehu Management Pack 14

15 eyeshare integration Library management pack is used in eyeshare by SCOM Create Alert activity. When creating a second connector with a different name from another SCOM module, delete the second integration pack manually. Setting the Connector s Name To change the connector s name: 1. Access C:\Program Files (x86)\eyeshare\eyeshare Operations Manager Server\eyeShare Operations Manager Server.exe.config. 2. Set <add key="connectorname" value="eyeshare"/> Space character is not allowed. 3. Save the file. 4. Restart the eyeshare MS Operations Manager Server service. Connector Removal To remove an existing connector click Remove Connector. Once the connector is removed, eyeshare connector and eyeshare integration Library management pack objects are removed from SCOM. Filter Settings In the Filter Settings window you may determine which alerts are forwarded by the eyeshare connector to the eyeshare Server. The dialog box is divided into three tabs: Groups, Targets and Criteria. Every change in the Filter Settings window is replicated to the eyeshare connector subscription in SCOM, and vice versa. 15

16 Groups Select the groups from which alerts are forwarded, and click Update. Targets Select the targets from which alerts are forwarded, and click Update. Criteria Select the criteria from which alerts are forwarded, and click Update. At least one object must be checked in each box. 16

17 Mapping In the Mapping window you can translate SCOM properties into eyeshare variables and objects. The window is divided into three sections: Fields, Severity, and State. The following checkbox is located at the bottom of the: When checked, every time an alert is updated the rule base is checked to find a matching rule. When checked, incoming alerts and tickets are processed but an eyeshare incident is not created. In case of a tag that holds a condition that matches the message properties, the mapping window is ignored. 17

18 Fields In this section you can translate SCOM properties to eyeshare variables. Click Optional Properties to add eyeshare properties to the list, or to remove them from it. Severity In this section you can translate SCOM severities into eyeshare severities. 18

19 State In this section you can translate SCOM states into eyeshare states. 19

20 Variables usage When the SCOM Module is available, related variables are discovered in eyeshare and can be used to define conditions or used in any activity. The SCOM variable Severity appears in eyeshare as _Severity. Condition To use SCOM variables in a condition, in the condition window select the Variables radio button and then select the SCOM Module s name from the list. All imported SCOM variables then appear in the Standard Object Type list: Activity To use SCOM variables in an activity, click the Add Variable button ( ) in the activity (or, alternatively, press Alt+V). From Type field, select the SCOM Module s name from the list. All imported SCOM variables then appear in the Name list: 20

21 Activities To use the SCOM activities, open the Workflow designer window from the eyeshare Studio, and expand the MS Operations Manager category from the toolbox. Then drag the relevant activity to the designer area. The following sections describe the available SCOM Activities. To learn more about the eyeshare Workflow designer please refer to the eyeshare Workflow User Guide. 21

22 SCOM Create Alert This activity creates a new alert in SCOM. Click Optional Properties to add more fields or remove them. Output: The ID of the new alert. 22

23 SCOM Get Alert This activity gets a list of alerts according to the selected criteria. Click Add to add filters to the list, and click Edit to modify existing filters. Output: a result set of all matching alerts. 23

24 SCOM Start Maintenance Mode This activity initiates a maintenance mode of a specified monitor for a predefined duration. Output: Success / Failure The value in the Reason field must be selected from the predefined value list. The minimum duration is 5 minutes. SCOM Stop Maintenance Mode This activity stops the maintenance mode of a specified monitor. Output: Success / Failure 24

25 SCOM Update Alert This activity updates an existing alert in SCOM. Click Optional Properties to add more fields or remove them. AlertID is a mandatory property for this activity. Output: Success/Failure. 25

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27 Configuration File The following settings are available within the eyeshare Operations Manager module configuration file - eyeshare Operations Manager Server.exe.config, located in the directory of the eyeshare Operations Manager Module executable, assigned to the Windows service eyeshare Operations Manager Server. {eyeshare Install Directory}\eyeShare Operations Manager Server The Default location is C:\Program Files\eyeShare\eyeShare Operations Manager Server\eyeShare Operations Manager Server.exe.config In order for updates to take effect, restart the Module s Windows Service. Log Settings The following setting define the eyeshare Module logging: <add key="loglevel" value="1"/> Default: value="1" Defines the level of details captured and written to the module log file: 1 Critical errors are written to the log file 2 - Critical and warning errors are written to the log file 3 All log levels are written to the log file <add key="logsdirectory" value=""/> Default: value="" Defines the log file path. The default path is the one set during the installation. <add key="logfilename" value=""/> Default: value="" Defines the log file name. The default name is eyeshare_operations Manager Server_DDMMYYYY.log. For example: eyeshare Operations Manager Server_ log <add key="loggingdateformat" value="mm/dd/yyyy HH:mm:ss"/> Default: value="mm/dd/yyyy HH:mm:ss" Defines the date and time format written to log file entries. <add key="lognumberofdaystopreserve" value="14"/> Default: value="14" 27

28 Defines the number of days log files are kept prior to auto deletion. Other Settings <add key="connectorname" value="eyeshare"/>i Default: value = eyeshare Sets the name of the connector that the module creates. If you change this parameter for an existing module, you will not be able to use the connector or remove it from the module s configuration window. <add key="repeatcount" value="-1"/> Default: value = -1 Sets the number of duplicated alerts that the CA Spectrum Module pulls. When set to -1 the module pulls an unlimited number of duplicated alerts. Each repeated alert is translated into an incident instance in eyeshare. When set to any number greater than 0 the module pulls duplicated alerts according to the specified number. For example, if the parameter is set to 5 the module pulls the first alert and the following 5 duplicated alert. If multiple identical alerts are generated between the pulling intervals only one alert is pulled and one new incident instance is created in eyeshare. <add key="queuedelay" value="1000"/> Default: value = 1000 (milliseconds) Sets the eyeshare Server pulling interval from the module s alert queue. <add key="disregardrecovery" value="false"/> Default: value = False Determines whether or not recovery alerts are ignored by the module. <add key="recoveryresolutionstate" value=" 255"/> Default: value = 255 Determines the Recovery resolution state as it is being sent by MS System Center Operations Manager. <add key="alertexpire" value="0"/> Default: value = 0 Sets the retroactive period (in minutes) for which the eyeshare connector forwards alerts. Using this parameter verifies that in case of an outage between the eyeshare 28

29 SCOM module and the SCOM server, the SCOM module does not get old messages after recovering the connection. <add key="cachealert" value="false"/> Default: value = False Caches an incoming alert and ignores any updates of the alert until it is removed from the caching list. An alert can be removed from the caching list by an incoming recovery alert or by the timeout defined in the CacheAlertTimeout If the parameter is set to True, the value of Repeat Count is ignored and considered as 0. <add key="cachealerttimeout" value="72"/> Default: value = 72 This property sets the timeout (in hours) after which an alert is removed from the caching list. 29

30 Troubleshooting Module is down If the Module is down, open the Configuration window and click Test Connection. If the connection is successful - try to remove the connector and create it again. If the connection fails - proceed to the next section. Test Connection failure 1. Error: Could not connect to net.tcp://servername: / The connection attempt lasted for a time span ( ServerName represents the device you have listed in the General Settings window). Explication and/or Solution: SCOM Module is not installed on ServerName, or service eyeshare Operations Manager is not running. If the specified server is incorrect then select the correct server where the component is installed. If the server name is correct then start the service (or restart it if it is already started). If the service does not exist install it on the selected server. 30

31 2. Error: Connection to SCOM server is unavailable. Explication and/or Solution: The device that was selected in the Server Settings window either does not have SCOM installed or SCOM services are not running on it. 3. Error: The user does not have sufficient permissions to perform the operation. Explication and/or Solution: Check that the domain name, user name and password you have provided are correct and that the user is permitted to access SCOM. 31

32 Creating/Removing a Connector 1. Error: Error checking services Explication and/or Solution: This error indicates a timeout while waiting for a response from SCOM. This timeout may occur due to a temporary network problem or any other delay. Note that the operation may still be successful, so be sure to verify that the connector was in fact created in SCOM / removed from it. After closing the Module configuration window and waiting for a few seconds, the actual status is displayed in the Modules window. 2. Error: Connector does not exist (When clicking Remove Connector). Explication and/or Solution: This error occurs when the Module configuration window is not updated with the current connector status and the Remove Connector button is enabled although the connector does not exist. Close the Module configuration window and wait for a few seconds until the SCOM Module is in Down status in the Configuration window. 32

33 Creating an Alert, Updating an Alert 1. Error: the Activity displays the error Unable to communicate with SCOM Module. Explication and/or Solution: the SCOM Module s status is down., refer to Module is down. Activities return a connection error 1. Error: All SCOM activities return No Response or Connection to SCOM server is unavailable. 33

34 Explication and/or Solution: Check the System Center services on the SCOM server. Some alerts are not retrieved If some alerts are not retrieved, verify no connector is used by two eyeshare instances (e.g., after switching to DRP). SCOM Create Alert activity creates two alerts If two alerts are created instead of just one, verify that only one eyeshare management pack is installed. A management pack can be left installed when a former eyeshare connector was not removed properly or if a second management pack was created after creating a connector from a second SCOM module. SCOM Create Alert activity returns No Response or Unable to retrieve alert id If SCOM Create Alert activity returns No Response or Unable to retrieve alert id : 1. Open the Microsoft Operations Manager console. 2. Under Monitoring, locate the relevant computer group. 3. Right click the right pane and select Open Event View, as depicted in the following image: 34

35 4. Verify that the event you sent appears in the list. If it does, the Management Tips Pack did not convert it into an alert and the problem resides within the SCOM server. In this case restart the SCOM services or contact MS support. Recovery Workflow If you want to trigger a Workflow when an alert is acknowledged, select the relevant option from the following list and perform the following steps: The closed alert complies with the original alert s condition: 1. In eyeshare Studio, go to Rules, and open the relevant rule. 2. Add a recovery workflow to the row of the original condition. For example: if the condition to execute a Workflow upon alert retrieval is Priority = High, the Workflow in the Workflow field is executed when the alert is opened, and the Workflow in the Recovery Workflow field is executed when the alert is closed. The closed alert does not comply with the original alert s condition: 1. In eyeshare Studio, go to Rules, and open the relevant rule. 2. Create a new condition that complies with the closed alert. 3. Add a recovery Workflow to the new condition. For Example: if the condition to execute a Workflow upon alert retrieval is ResolutionState = New, the Workflow in the Workflow field is executed when the alert is opened; however, closed alerts do not comply with this 35

36 condition. In this case, add another condition - ResolutionState = Closed and add a recovery Workflow executed when the alert is closed. 36