Web Integration between AssetCenter 5.0 and ServiceCenter 6.2 Using Single Sign-on

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1 Web Integration between AssetCenter 5.0 and ServiceCenter 6.2 Using Single Sign-on How to Customize AssetCenter and ServiceCenter to Share Configuration Item (CI) Information HP OpenView IT Asset Management Introduction...2 Prerequisites...2 Result in AssetCenter...3 Result in ServiceCenter...4 AssetCenter Implementation...4 Wizard Definition...5 Fields...5 Code...5 AssetCenter Filter...6 Fields (new query)...6 AssetCenter URL...6 ServiceCenter Integration...7 Adding an entry in detail menu option to launch an URL...7 ServiceCenter URL...9 Conclusion...9 For more information...10

2 Introduction The Common Web Client (CWC) combines all HP OpenView Web products under a unique interface. The different HP OpenView IT Service Management products now have a Web interface that is based on the CWC, which allows easy integration between specific product functionalities when needed. As HP OpenView products have common or related information, especially configuration item (CI) or Change, Incident or Problems or Inventory data, it might very useful to switch from one product to another in order to get specific information or change information. For instance, if a change process occurs in ServiceCenter, an update of the AssetCenter CI might be needed to reflect the result of the change process. Products like AssetCenter, ServiceCenter, and Enterprise Discovery manage the same configuration items on different processes and scopes: Each product has its specific information which can be accessed when needed from one product to another by using meaningful URLs from each product. As a proof of concept, AssetCenter and ServiceCenter have been integrated together within the same CWC using single sign-on (SSO). Using the Windows login alone (no other login is required), you can access any page from AssetCenter or ServiceCenter, making interaction between both products easy. Please note that from AssetCenter and later, the ability to launch URL actions will be out of the box. (Multiple servers such as Enterprise Discovery or ServiceCenter, for instance, would be set at database options). Prerequisites SSO needs to be implemented. Please refer to the white paper Common Web Client Using NT Authentication Aggregating AssetCenter 5.0 with ServiceCenter 6.2 Using NT Authentication as Single Sign-on. Query hashing needs to be deactivated in ServiceCenter to allow meaningful URLs to be called. To do so refer to sc.querysecurity in the ServiceCenter manual. Reconciliation between ServiceCenter and AssetCenter CIs, which refers to the Connect-It CMDB scenario.

3 Result in AssetCenter As an Asset Manager it becomes easy to access incidents, changes, and problems in ServiceCenter, from any configuration item in AssetCenter (in this case, computers). It is done through a contextual wizard that is accessible from any computer.

4 Result in ServiceCenter As a result of a change management process in ServiceCenter, the Asset Manager can easily access the configuration item in AssetCenter to update its expected state as needed (such as for a RAM change). AssetCenter Implementation AssetCenter 5.0 offers the capability to tailor once and then display the result of the implementation in the Windows client as well as the Web client. IT Service Management data, such as Incidents, Changes or Problems can give a complete view of a CI life cycle. AssetCenter wizards give the opportunity to have HTML code rendered, and have access to objects data within their context. The wizard will generate 3 different URLs for access. The most appropriate context in AssetCenter would be amportfolio.

5 Wizard Definition Fields Name Context Type SQLName Domain Nature View Related Management in ServiceCenter Computers(amComputer) Wizard acscwizaccess /Portfolio management/operations/ STD-WIZARDS Code ;(c) Hewlett-Packard Company, L.P ;================================================================= Image = "wgenbb.bmp" Image16 = "wgenbb16.bmp" Name = "Launch Url" Title = "Service Center Associated Objects" Version = "5473" ;======================================================================= ;Enter new user description ;======================================================================= { Page pgdetails { Label url { Caption = Dim htmlscript As String Dim Header As String Dim webserver As String Dim doceng As String Dim urlincident As String Dim urlchange As String Dim urlproblem As String Header = "<H3>Related information on " + [Name] + "</H3><br><br>" webserver = doceng = "docengine" urlincident=webserver+"?ctx="+doceng+"&file=incidents&query= affected.item=" +Chr(34)+[Name]+Chr(34) urlchange=webserver+"?ctx="+doceng+"&file=cm3r&query=logical.name=" +Chr(34)+[Name]+Chr(34) urlproblem=webserver+"?ctx="+doceng+"&file=knownerror&query= logical.name=" +Chr(34)+[Name]+Chr(34) htmlscript = "<li><a href='"+urlincident+"'>incidents List</a>"

6 htmlscript = htmlscript + "<li><a href='"+urlchange+"'>changes List</a>" htmlscript = htmlscript + "<li> <a href='"+urlproblem+"'>problems/known errors List</a>" } } } RetVal = Header + htmlscript ;======================================================================= ;Finish ;======================================================================= { Finish FINISH { Do = Retval = 0 } Summary = 1 } AssetCenter Filter A filter needs to be added to the portfolio domain in order to access the portfolio table from ServiceCenter using the computer name. The portfolio table gives all necessary information about assets, administratively, physically, and financially. Fields (new query) Name Table SQLName Domain Query Type Query Computer Name Portfolio (amportfolio) Computer_Name /Portfolio management/ Standard Computer.Name LIKE ('%' + $ComputerName + '%') AssetCenter URL AssetCenter URLs are formatted to be meaningful, and thus it is pretty easy to build your own if you have the elements. There are basically 3 different URLs to access data: Objects List: o o <DOMAIN_NAME>/<SCREEN_NAME>list.jsf Example: jsf Objects List with filter: o E>/ list.jsf?filtername=<object_filter_parameters_and_values> o Example: Object Detail: list.jsf&filtername=computer_name&computername=acmepc012&order= None&UseNameAsPattern=true&UseWorkgroupAsPattern=true&Workgroup=

7 o o E>/detail.jsf?id=AssetCenter/<SCREEN_NAME>/<OBJECT_ID> Example: The value passed in the URL has to be determined at the reconciliation proposal. For instance, regarding a computer: AssetCenter: amcomputer.[name] (using filter ComputerName) ServiceCenter: logical.name The easiest way to get a meaningful URL in AssetCenter is to bookmark the page, using the bookmark option from the AssetCenter Web interface, and to look at the propriety of the bookmark in Internet Explorer. ServiceCenter Integration Though ServiceCenter offers a wide array of service management capabilities, AssetCenter might be more relevant, in terms of CI information, because it is often linked to inventory tools. ServiceCenter is also highly customizable. This proof of concept shows how to add, in the dropdown menu option for an incident, a change, or a known error, a new entry which launches AssetCenter Web referring to the associated CI. The process of adding an entry in the drop-down menu option is the same for an incident, change or problem. It just needs to be repeated 3 times on different forms. Adding an entry in detail menu option to launch an URL Using Database Manager, enter displayoption in the form field and press Enter.

8 Then for each of the following Screen IDs, repeat the steps below in order to create a new entry in the drop down menu option: 1. cm.view.display (Change Management) 2. apm.edit.problem (Incident Management) 3. rca.view (Problem Management) Unique ID Action <Screen ID>_do_nothing_450 Do Nothing Gui Option 450 Text Option 450 Bank 1 Condition User condition Default label Text Alternative RAD Pre RAD Expression True True View CI in AssetCenter View CI in AssetCenter $L.url=" +str(logical.name in $L.filed)+"&Order=None&UseNameAsPattern=true&UseWorkgroupAsPattern =true&workgroup=" RAD Rad Rad Application Names Values us.launch.external Name $L.url

9 ServiceCenter URL ServiceCenter has multiple ways to generate URLs, most of them internally. However there is a way to generate URLs outside of ServiceCenter, but to do so query hashing needs to be disabled. The URL will then look like: Example: ACMEpc012 Conclusion Needs may vary among customer integrations, and so the object from which you launch wizards, actions, or URL links can be change to different contexts. However the principle described above doesn t change; only AssetCenter or ServiceCenter URLs might change. With ServiceCenter, you may want to launch the AssetCenter URL out of the drop-down menu option. Refer to the manual for GUI options location (any available number <2000, except 1000).

10 For more information Please visit the HP OpenView support web site at: This web site provides contact information and details about the products, services, and support that HP OpenView offers. HP OpenView online software support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valuable support customer, you can benefit by being able to: Search for knowledge documents of interest Submit and track progress on support cases Submit enhancement requests online Download software patches Manage a support contract Look up HP support contacts Review information about available services Enter discussions with other software customers Research and register for software training Note: Most of the support areas require that you register as an HP Passport user and sign in. Many also require an active support contract. To find more information about support access levels, go to the following URL: To register for an HP Passport ID, go to the following URL: Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. HP, OpenView, ServiceCenter, AssetCenter, and Enterprise Discovery are registered trademarks of Hewlett-Packard Development Company, L.P. Windows and Internet Explorer are trademarks or registered trademarks of Microsoft Corporation in the United States, other countries, or both. 1/2007

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