Business Enterprise Server Help Desk Integration Guide. Version 3.5

Business Enterprise Server Help Desk Integration Guide Version 3.5 June 30, 2010

Copyright Copyright 2003 2010 Interlink Software Services, Ltd., as an unpublished work. All rights reserved. Interlink Software Services, the Interlink Software Services Logo, and all other Interlink Software Services product or services names are registered trademarks of Interlink Software Services, Ltd. Interlink Software Enterprise Dashboard Studio/Business Service Dashboard contains Star Tree from Inxight Software, Inc. Copyright 1996 2004. All rights reserved. www.inxight.com. Star Tree is a registered trademark of Inxight Software, Inc. Star Tree is protected by one or more of the following United States patents: 5,590,250; 5,619,632; 6,108,698; 6,300,957; 6,377,259; 6,654,761. Inxight is a registered trademark of Inxight Software, Inc. All other third party logos, and product and trade names are trademarks or registered trademarks of their respective companies. Restricted Rights Legend Use, duplication, or disclosure by the U.S. Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Computer Software clause at DFARS 252.227 7013 or subparagraphs (c)(1) and (2) of the Commercial Computer Software Restricted Rights at 48 CFR 52.227 19, as applicable. Contacting Interlink Software Services, Ltd. You can contact Interlink Software Services, Ltd. by telephone, e mail, and fax. To access information about the company, its products, and its services, go to http://www.interlinksoftware.com. Main Telephone Number +44(0)844 579 0950 Customer Support Telephone Number +44(0)844 579 0951 Facsimile Telephone Number +44(0)844 579 0952 ii Business Enterprise Server Help Desk Integration Guide

Contacting Customer Support You can obtain technical support by using online support from the Interlink Software Services Web site. Before contacting Customer Support, gather the information outlined in Reporting a Problem. Online Support Technical support is available 24 hours a day, seven days a week by accessing the Support web page at http://www.interlinksoftware.com. From the Support web page, you can search a database for problems similar to yours for possible solutions download software updates and product documentation find the most current information about Interlink Software products find contact information, including e mail address, fax numbers, and telephone numbers Reporting a Problem Before you contact Customer Support, help us by providing the circumstances under which the problem occurred and if the problem can be reproducible. The following information is needed: Product information Operating environment Sequence of events Product name Product version License details System type Hardware configuration Operating system and version Related software installed Any recent changes made to your system Messages received from operating system Feature used when problem occurred Commands or options that you used including the specific syntax of commands Resulting error messages from product When you report the problem, assign one of the following business impact severity levels: 1 Product is unusable, is critical to business operations, and requires an immediate solution 2 Product is usable but severely limited, the feature that is not working is impacting business operations 3 Product is usable and the feature that is not working is not critical to business operations 4 Product is usable and problem is not impacting business operations Business Enterprise Server Help Desk Integration Guide iii

iv Business Enterprise Server Help Desk Integration Guide

Table of Contents Preface...................................................................... xi How This Book Is Organised........................................ xii Related Documentation............................................ xii Online Books................................................... xiii Conventions...................................................... xiii Chapter 1 Overview.......................................................... 1 How Problem Management Solutions Are Integrated.................... 2 Interlink Software Services Integration for Remedy AR System........... 2 How Alert Data and Actions Are Passed.............................. 2 Interlink Software Services Integration for Remedy AR System Components................................................... 4 Interlink Software Services Integration for HP Service Manager.......... 5 How Alert Data and Actions Are Passed............................. 5 Interlink Software Services Integration for HP Service Manager Components................................................... 8 Interlink Software Services Integration for Service Now................ 9 How Alert Data and Actions are Passed............................. 9 Interlink Integration for Service Now Components................... 10 Where to Go from Here............................................. 11 Chapter 2 Integrating with Remedy AR System................................. 13 System Requirements.............................................. 14 Tasks to Install and Configure the Interlink Integration for Remedy AR System......................................................... 14 Modifying the ird.cfg File............................................ 15 Defining Automation for Interlink Integration for Remedy AR System.... 18 Example of an Automated Operation in Alert View.................. 20 Example of an Automation Policy in SMARTEvm..................... 22 Starting the Incident Record Daemon (ird)........................... 24 Installing Interlink Integration for Remedy AR System................. 25 Installing in the Solaris Environment............................... 25 Installing in the Windows Environment............................ 25 Business Enterprise Server Help Desk Integration Guide v

Table of Contents Encrypting the Business Enterprise Server User Password.............. 26 Modifying the BES.cfg File.......................................... 27 Creating the Business Enterprise Server Synchronisation Filter in Remedy AR System............................................... 31 Installing the LaunchIncident Program................................ 31 Creating a LaunchIncident Automated Operation..................... 32 Creating an Example LaunchIncident Automated Operation.......... 32 Chapter 3 Integrating with HP Service Manager............................... 33 System Requirements............................................. 34 Tasks to Install and Configure Interlink Integration for Service Center.... 34 Retrieving the Interlink Integration for Service Center Installation Files........................................................... 35 Installing the pisc Program......................................... 35 Modifying the pisc.cfg File......................................... 36 Starting and Stopping the pisc Program............................. 42 Installing the Incident Record Daemon (ird).......................... 42 Configuring the ird to Create Incidents in Service Manager............. 43 Starting and Stopping the Incident Record Daemon (ird)............... 49 Defining Automation for Interlink Integration for Service Center........ 49 Example of an Automated Operation in Alert View................... 51 Example of an Automation Policy in SMARTEvm.................... 53 Configuring Service Manager for Updates to Business Enterprise Server......................................................... 56 Chapter 4 Integrating with Service Now...................................... 59 Tasks to Install and Configure Interlink Integration for Service Now..... 60 Retrieving Interlink Integration for Service Now...................... 61 Installing Interlink Integration for Service Now....................... 61 Modifying the pisn.cfg File......................................... 62 Modifying the ird2sn.cfg File....................................... 65 Configuring the Business Enterprise Server Tomcat and Apache for Service Now.................................................... 68 Defining Automation for Interlink Integration for Service Now.......... 70 Example of an Automated Operation in Alert View.................. 72 Example of an Automation Policy in SMARTEvm.................... 74 Configuring Service Now for Integrating with the Business Enterprise Server......................................................... 77 Index........................................................................79 vi Business Enterprise Server Help Desk Integration Guide

List of Figures Figure 1 Integration Between Business Enterprise Server and Remedy ARS.........3 Figure 2 Integration Between Business Enterprise Server and Service Manager......6 Figure 3 Integration Between Business Enterprise Server and Service Now.........9 Figure 4 Interlink Integration for Remedy AR System Example ird.cfg File.......... 15 Figure 5 Interlink Integration for Remedy AR System XML Event Example......... 16 Figure 6 Interlink Integration for Remedy AR System Example BES.cfg File......... 27 Figure 7 Interlink Integration for Service Center Retrieved Event Example.........37 Figure 8 Interlink Integration for Service Center Example pisc.cfg File.............37 Figure 9 Interlink Integration for Service Center Example ird.cfg File..............44 Figure 10 Interlink Integration for Service Center XML Event Example..............46 Figure 11 Interlink Integration for Service Now Example pisn.cfg File..............62 Figure 12 Interlink Integration for Service Now Example ird2sn.cfg File............66 Business Enterprise Server Help Desk Integration Guide vii

List of Figures viii Business Enterprise Server Help Desk Integration Guide

List of Tables Table 1 Interlink Software Problem Management Integration Products............ 2 Table 2 Interlink Software Services Integration for Remedy AR System Components Installed in the Remedy AR System Environment.......... 4 Table 3 Interlink Software Services Integration for HP Service Manager Components Installed on the Business Enterprise Server............... 8 Table 4 Interlink Integration for Service Now Components Installed on the Business Enterprise Server.................................................. 10 Table 5 Tasks to Install and Configure the Interlink Integration for Remedy AR System........................................................ 14 Table 6 Interlink Integration for Remedy AR System ird.cfg File Parameters........ 17 Table 7 Tasks to Define Automation for Interlink Integration for Remedy AR System........................................................ 19 Table 8 Interlink Integration for Remedy AR System BES.cfg File Parameters..... 28 Table 9 Tasks to Install and Configure the Interlink Integration for Service Center.......................................................... 34 Table 10 Interlink Integration for Service Center Installation Files................. 35 Table 11 Interlink Integration for Service Center pisc.cfg File Parameters.......... 40 Table 12 Interlink Integration for Service Center ird.cfg File Parameters........... 47 Table 13 Tasks to Define Automation for Interlink Integration for Service Center... 50 Table 14 Tasks to Install and Configure Interlink Integration for Service Now...... 60 Table 15 Interlink Integration for Service Now pisn.cfg File Parameters.......... 63 Table 16 Interlink Integration for Service Now ird2sn.cfg File Parameters......... 67 Table 17 Tasks to Define Automation for Interlink Integration for Service Now...... 71 Business Enterprise Server Help Desk Integration Guide ix

List of Tables x Business Enterprise Server Help Desk Integration Guide

Preface This book provides detailed instructions on how to install and configure Business Enterprise Server integration products in the Business Enterprise Server environment. This book is intended for the following groups of users: System administrators who have a working knowledge of Unix and Microsoft Windows operating environments and are responsible for maintaining systems and applications in an enterprise environment Database administrators who have a working knowledge of Sybase Adaptive Server Enterprise and Oracle and are responsible for setting up, configuring and maintaining databases Business Enterprise Server Help Desk Integration Guide xi

Preface How This Book Is Organised The Business Enterprise Server Help Desk Integration Guide is organised as follows: Chapter Chapter 1, Overview Chapter 2, Integrating with Remedy AR System Chapter 3, Integrating with HP Service Manager Chapter 4, Integrating with Service Now Description Introduces you to the Business Enterprise Server integration products that you can install and configure in the Business Enterprise Server enterprise environment Instructions on how to install and configure Interlink Software Services Integration for Remedy AR System product to achieve integration between Business Enterprise Server and the Remedy AR System Instructions on how to install and configure Interlink Software Services Integration for HP Service Manager to achieve integration between Business Enterprise Server and the Service Manager Instructions on how to install and configure Interlink Software Services Integration for Service Now to achieve integration between the Business Enterprise Server and Service Now. Related Documentation In addition to this book and the Business Enterprise Server online help, you can find useful information in the Business Enterprise Server Application and Middleware Integration Guide Business Enterprise Server Automated Notification Integration Guide Business Enterprise Server Automation Guide Business Enterprise Server Distributed Systems Monitoring Tools Integration Guide Business Enterprise Server Enterprise Console Integration Guide Business Enterprise Server Installation Guide Business Enterprise Server Integration Guide Business Enterprise Server Integration Release Notes Business Enterprise Server Network Management Systems Integration Guide Business Enterprise Server Protocols and Services Integration Guide Business Enterprise Server Quick Command Reference Guide Business Enterprise Server Release Notes Business Enterprise Server SMARTSla Getting Started Guide Business Enterprise Server Technical Bulletins Business Enterprise Server User Guide xii Business Enterprise Server Help Desk Integration Guide

Preface Business Enterprise Server Reporting Getting Started Guide Enterprise Dashboard Studio Getting Started Guide Resilient Server for Business Enterprise Server Getting Started Guide Resilient Server for Business Enterprise Server Release Notes Service Configuration Manager Release Notes Service Configuration Manager User Guide Service Modelling Guide Online Books Online versions of the printed guides are available in Portable Document Format (PDF) files. These can be found on the product CD in the Documentation folder. You can view them, print them, or copy them to your computer by using the Acrobat Reader 3.0 or later. Note: To view the PDF files, you need to install (the free) Acrobat Reader onto your system. A copy of this product can be found on the product CD in the Acrobat Reader folder. Conventions The following conventions are used in this book: All syntax, operating system terms, and literal examples are presented in this typeface. In instructions, - boldface type highlights interface or keyboard options that you select; for example, click Next instructs you to click the Next button on a user interface or press Enter to depress the Enter key - enter the following command specifies to type the text shown in the line directly below and to depress the Enter key The symbol => connects items in a menu sequence. For example, Actions=>Create Test instructions you to choose the Create Test command from the Actions menu. In syntax, - path names or system messages, italic text represents a variable, as shown in the following example: The table table_name is not available. system/instance/file_name - vertical bars ( ) separating items indicates that you must choose one item; for example, you can chose a, b, or c a b c Business Enterprise Server Help Desk Integration Guide xiii

Preface - ellipsis (...) indicates that you can repeat the preceding item or items as many times as necessary - square brackets ( [] ) around an item indicate that the item is optional xiv Business Enterprise Server Help Desk Integration Guide

1 1 Overview 1 This chapter introduces you to the Business Enterprise Server integration products that that enable you to interface to third party products that provide problem management solutions. Note: Interlink Software completely supports all integration products that are released to our customers. Interlink Software personnel, however, are not experts on the third party products to which we integrate and any advice that we give to a customer regarding a third party product is a goodwill gesture only. For expert advice on a third party product, the customer should contact the respective company that owns the product to trouble shoot or fix an issue that is outside of the realm of our integration products. Topics included are as follows: How Problem Management Solutions Are Integrated............................ 2 Interlink Software Services Integration for Remedy AR System................... 2 Interlink Software Services Integration for HP Service Manager...................5 Interlink Software Services Integration for Service Now..........................9 Where to Go from Here..................................................... 11 Business Enterprise Server Help Desk Integration Guide 1

Overview How Problem Management Solutions Are Integrated Information is retrieved from the fields of an alert by way of the createincident program that converts the information into an XML event that is passed to the problem management solution. (The execution of the createincident program is accomplished by using either an automated operation or an automation policy. Automated operations are defined in the Business Service Dashboard and automation policies are defined in the Business Enterprise Server Console SMARTEvm Module.) The passed XML event becomes a record within the problem management solution and as the record is actioned within the problem management solution, any changes made to the record are passed as an XML event to Business Enterprise Server. The originating alert from which the original information was retrieved is updated to reflect any action taken within the problem management solution. Integration products that Interlink provides for problem management are as follows: Table 1 Interlink Software Problem Management Integration Products Problem Management Products Interlink Software Services Integration for Remedy AR System 2 Interlink Software Services Integration for HP Service Manager 5 Interlink Software Services Integration for Service Now 9 Interlink Software Services Integration for Remedy AR System Remedy AR System is a problem management solution that enables users to track and resolve service requests that Interlink has integrated with Business Enterprise Server. Problems identified in Business Enterprise Server are passed to Remedy as action requests for tracking and resolution. As an action request is updated or resolved in Remedy AR System, the corresponding alert in Business Enterprise Server is updated. How Alert Data and Actions Are Passed Go to page Figure 1 on page 3 illustrates how alert data is passed from Business Enterprise Server to a Remedy AR System and any actions that result in the updating of alerts in Business Enterprise Server. 2 Business Enterprise Server Help Desk Integration Guide

Overview Figure 1 Integration Between Business Enterprise Server and Remedy ARS Business Enterprise Server Environment Remedy ARS Environment Alert Daemon Event Daemon iiupdate Remedy Notifier Business Service Dashboard AS System CreateIncident ird.queue AR System API ird.cfg ird iiars Field information is retrieved from an underlying alert and passed to the createincident program by way of an automated operation defined in the Business Service Dashboard. The createincident program creates an XML event with relevant information and sends the XML event to the ird.queue file. The Incident Record Daemon (ird) reads the ird.queue file and passes the XML events to the piars program. Additionally, the ird registers with the Event Daemon for updates to alerts with open incidents and passes any updates (such as assignment, deassignment, addition of notes, and closures) to Remedy ARS. The iiars program reads the XML events from the ird and actions the specific AR system API function (ARCreateEntry and set_entry). Each XML tag directly corresponds to an ARS Schema field and the XML tag value is passed to that schema field. iiupdate is executed by the Remedy Notifier for specific updates and formats the updates into XML and passes the XML events to the Event Daemon. If the connection between iiupdate and the EventDaemon is down or unavailable, iiupdate stores the Business Enterprise Server Help Desk Integration Guide 3

Overview XML events in cache. When the connection is re established, the XML events in cache are sent to the EventDaemon. The Event Daemon sends alert update information to the AlertServer, which in turn updates the alerts that are displayed in the Business Service Dashboard. The createincident, ird, and the iiupdate programs are driven by configuration files which determine the communication parameters and the format of the XML to send across the network. As the XML events are written to the ird.queue file, a checkpoint is taken of the file identifying the last known position of an XML event that was sent to the iiars program. When the iiars program receives the XML event, it sends a receipt of the event that updates the checkpoint identifying the last known event that was sent and received providing guaranteed message delivery. If the servers fail to communicate, XML events are continuously written to the file and when communication is re established the ird starts sending events after the last known received event. Interlink Software Services Integration for Remedy AR System Components Table 2 identifies the Interlink Software Services Integration for Remedy AR System components that are installed in the Remedy AR System environment. Table 2 Interlink Software Services Integration for Remedy AR System Components Installed in the Remedy AR System Environment Component Location Description iiars program iiupdate program ChangePassword On the Remedy AR System Server /usr/iss/iiars C:\Program Files\Interlink Software Services Ltd\iiARS On the Remedy AR System Server /usr/iss/iiars C:\Program Files\Interlink Software Services Ltd\iiARS On the Remedy AR System Server usr/iss/iiars C:\Program Files\Interlink Software Services Ltd\iiARS Program that collects Business Enterprise Server events from the Event Daemon and XML events from the Incident Record Daemon (ird) and formats the event information into Remedy information Program that takes the event information retrieved from the Remedy Notifier, formats the event information into XML events and passes the XML events to the Event Daemon Program that encrypts the Business Enterprise Server user password for placement in the BES.cfg file 4 Business Enterprise Server Help Desk Integration Guide

Overview Table 2 Interlink Software Services Integration for Remedy AR System Components Installed in the Remedy AR System Environment (Continued) Component Location Description BES.cfg file LaunchIncident.exe On the Remedy AR System Server /usr/iss/iiars C:\Program Files\Interlink Software Services Ltd\iiARS C:\Program Files\Interlink Software Services Ltd\LaunchIncident on a Remedy AR System client Configuration file that defines the connection between Business Enterprise Server and Remedy AR System servers and defines the event information to be passed between Remedy AR System to Business Enterprise Server Program that launches the Remedy AR Client to view an incident record associated with an alert displayed in the Business Service Dashboard Alert View To view an incident record associated to an alert, right click the alert to access the shortcut menu and choose LaunchIncident. Interlink Software Services Integration for HP Service Manager HP Service Manager (formerly known as Peregrine Systems Service Center) is a problem management solution that enables users to track and resolve service requests that Interlink Software has integrated with the Business Enterprise Server. Problems identified in Business Enterprise Server are passed to the Service Manager as action requests for tracking and resolution. As an action request is updated or resolved in Service Manager, the corresponding alert in Business Enterprise Server is updated. Updates in Business Enterprise Server such as notations and closures to the original alert can be synchronised back to Service Manager. Note: All synchronisation action from either product (Service Manager and Business Enterprise Server) can be turned off if not required. How Alert Data and Actions Are Passed Figure 2 on page 6 illustrates how alert data is passed from Business Enterprise Server to the Service Manager and any actions that result in the updating of alerts in Business Enterprise Server. Business Enterprise Server Help Desk Integration Guide 5

Overview Figure 2 Integration Between Business Enterprise Server and Service Manager Business Enterprise Server Environment Service Manager Environment pisc.cfg pisc AlertServer Event Daemon Output Queue SCAuto Business Service Dashboard Input Queue CreateIncident ird.queue0/1 ird.cfg ird Field information is retrieved from an underlying alert and passed to the createincident program by way of an automated operation defined in the Business Service Dashboard. The createincident program creates an XML event with relevant information and sends the XML event to the ird.queue0 or ird.queue1 file, depending on which one is active. The ird.queue0 and ird.queue1 files maximum sizes are 5MB, providing a total of 10MB of storage for XML events. When a file reaches its maximum, it becomes inactive and the other becomes active. When the new active file becomes full it is rendered inactive, and the original file is then overwritten. The Incident Record Daemon (ird) reads the active ird.queue file and passes the XML events to the pisc program. Additionally, the ird registers with the Event Daemon for updates to alerts with open incidents and passes any updates (such as assignment, deassignment, notations, and closures) to pisc, if configured to do so. The pisc program reads the XML events from the ird and actions the specific Service Manager system API function. Each XML tag defined in the ird.cfg file directly corresponds to an Service Manager Schema field and the XML tag value is passed to 6 Business Enterprise Server Help Desk Integration Guide

Overview that schema field. The XML tag values can be hard coded, come from token values from the underlying alert or a combination of both. pisc polls the Service Manager SCAuto output queue for specific updates and formats the updates into XML and passes the XML events to the Event Daemon. The Service Manager SCAuto output queue XML events contain an IncidentID which is used to update the corresponding Business Enterprise Server alert IncidentID field. The IncidentID originates from the Service Manager. An Evsysseq value of each XML event is retrieved and copied to the $PPWORK/piSC/piSC.cpf file that is used to determine which events have been successfully retrieved from ServiceManager and passed to the Business Enterprise Server. Each time the pisc program is restarted, pisc reads the pisc.cpf file to determine the last XML event sent to the EventDaemon, ensuring that event duplication does not occur. The Event Daemon sends alert update information to the AlertServer, which in turn updates the alerts that are displayed in the Business Service Dashboard. SCAuto output queue XML events contain the IncidentID which will then be used to update the corresponding BES Alerts IncidentID field. This will be the IncidentID in Service Manager The createincident, ird, and the pisc programs are driven by configuration files which determine the communication parameters and the format of the XML to send across the network. As the XML events are written to the ird.queue files, a checkpoint is taken of the file identifying the last known position of an XML event that was sent to the pisc program. When the pisc program receives the XML event, it sends a receipt of the event that updates the checkpoint identifying the last known event that was sent and received providing guaranteed message delivery. If the servers fail to communicate, XML events are continuously written to the file and when communication is re established the ird starts sending events after the last known received event. Business Enterprise Server Help Desk Integration Guide 7

Overview Interlink Software Services Integration for HP Service Manager Components Table 3 identifies the Interlink Software Services Integration for HP Service Manager components that are installed on the Business Enterprise Server. Table 3 Interlink Software Services Integration for HP Service Manager Components Installed on the Business Enterprise Server Component Location Description pisc program $PPHOME/Integrations/bin Collects Business Enterprise Server action events from the Event Daemon and XML events from the Incident Record Daemon (ird) and formats the event information into Service Manager information and passes the event information to the Service Manager Collects Service Manager information from the output queue, formats the updates into XML events and passes the events to the Event Daemon. pisc.cfg $PPHOME/cfg Configuration file that defines the connection to the Service Manager system and the mapping of alert fields to Service Manager incident fields. pi.sc.cpf $PPWORK/piSC Checkpoint file that contains Evsysseq values for XML events that were successfully retrieved from the ServiceManager SCAuto output queue and forwarded to the Business Enterprise Server EventDaemon The checkpoint file is created when the message channel is initially started after installation and is read each time the message channel is restarted. ird program $PPHOME/Integrations/bin Program that takes the event information retrieved from the ird.queue files, formats the event information into XML events and passes the XML events to the pisc program ird.cfg file $PPHOME/cfg Configuration file that defines the connection between Business Enterprise Server and Service Manager and defines the event information to be passed between Service Manager and Business Enterprise Server 8 Business Enterprise Server Help Desk Integration Guide

Overview Interlink Software Services Integration for Service Now Field information is retrieved from a Business Enterprise Server alert and passed to the createincident program by way of an automated operation defined in the Business Service Dashboard. How Alert Data and Actions are Passed Figure 3 depicts how alert data is passed from the Business Enterprise Server to Service Now and any actions that result in the updating of alerts in Business Enterprise Server and incident records in Service Now. Figure 3 Integration Between Business Enterprise Server and Service Now Business Enterprise Server Help Desk Integration Guide 9

Overview When an incident is raised against an alert displayed in the Business Service Dashboard the following events occur. Alert fields are passed to the createincident program by way of a user automated operation The createincident program loads the relevant fields defined in the ird2sn.cfg file, queries the EventDaemon for the fields, adds an incident table entry to the ISS_IR_Incident_Table using the fields, and then passes an XML definition string to ird by way of the ird.queue ird forwards the XML string to pisn using the connection details defined in the ird2sn.cfg file pisn forwards the XML string to the Service Now web application by way of SOAP Service Now assigns an incidentid in the web service call pisn updates the ISS_IR_Incident_Table and the alert incidentid field with the incidentid The alert is then assigned to the web client user which raised the incident When an alert with an incidentid is updated by a user action (for example, closed or a note is added), the Integration work files are updated to reflect the action. ird updates the alert and forwards it to Service Now by way of pisn. Service Now updates the incident work log to reflect the action taken on the alert. Similarly, when an incident is updated in Service Now by user action, pisn monitor the Service Now incident work log for user actions and updates the corresponding alert to reflect the action taken in the incident by adding a note to the alert detailing the action taken. Interlink Integration for Service Now Components Table 4 identifies the Interlink Integration for Service Now components that are installed on the Business Enterprise Server. Table 4 Interlink Integration for Service Now Components Installed on the Business Enterprise Server Component Location Description pisn program $PPHOME/Integrations/bin Program used in a message channel that connects to Service Now pisn.war pisn.war_stop $PPHOME/eScape/tomcat/ webapps $PPHOME/eScape/tomcat/ webapps pisn Tomcat web application that is automatically deployed by way of the startup script Renaming of the pi.war application when the message channel is stopped, notifying Tomcat to un deploy the pisn.war 10 Business Enterprise Server Help Desk Integration Guide

Overview Table 4 Interlink Integration for Service Now Components Installed on the Business Enterprise Server Component Location Description ird $PPHOME/Integrations/bin Incident request daemon which receives incidents from CreateIncident createincident $PPHOME/Integrations/bin Program that is executed by the Business Service Dashboard to create incidents from alerts to be sent to Service Now createincidentwrap. rex Where to Go from Here $PPHOME/Integrations/bin Wrapper program required for Business Enterprise Server, Version 3.4.2 pisn.cfg $PPHOME/cfg Configuration file that is used by pisn to define its connection to Service Now ird2sn.cfg $PPHOME/cfg Configuration file that is used by ird to map alert fields from the Business Enterprise Server to incident records in Service Now and define the its connection to pisn createincident.log $PPLOG File that createincident writes to log activity and error messages ird.log $PPLOG File that ird writes to log activity and error messages pisn.log $PPLOG File that pisn writes to log activity and error messages Use the following table to determine which integration product you want to install and configure. To install and configure Interlink Software Services Integration for Remedy AR System Interlink Software Services Integration for HP Service Manager Interlink Software Services Integration for Service Now Go to Chapter 2, Integrating with Remedy AR System Chapter 3, Integrating with HP Service Manager Chapter 4, Integrating with Service Now Business Enterprise Server Help Desk Integration Guide 11

Overview 12 Business Enterprise Server Help Desk Integration Guide

2 1 Integrating with Remedy AR System 2 This chapter provides instructions on how to install and configure Interlink Software Services Integration for Remedy AR System (hereinafter referred to as Interlink Integration for Remedy AR System) to achieve integration between Business Enterprise Server and the Remedy AR System. Topics included are as follows: System Requirements....................................................... 14 Tasks to Install and Configure the Interlink Integration for Remedy AR System..... 14 Modifying the ird.cfg File.................................................... 15 Defining Automation for Interlink Integration for Remedy AR System............. 18 Starting the Incident Record Daemon (ird)....................................24 Installing Interlink Integration for Remedy AR System..........................25 Encrypting the Business Enterprise Server User Password.......................26 Modifying the BES.cfg File................................................... 27 Creating the Business Enterprise Server Synchronisation Filter in Remedy AR System......................................................... 31 Installing the LaunchIncident Program........................................ 31 Creating a LaunchIncident Automated Operation...............................32 Business Enterprise Server Help Desk Integration Guide 13

Integrating with Remedy AR System System Requirements The following system requirements must be met for Interlink Integration for Remedy AR System to operate correctly. Remedy AR System Server, Version 7.x Network connectivity between the Business Enterprise Server and the Remedy AR System Server Business Enterprise Server must resolve the Remedy AR System Server host name Business Enterprise Server, Version 3.4 or higher Create a user in the Remedy AR System named ppadmin that allows update access to the schema that is to be used with Business Enterprise Server Install a Remedy AR System Client on the Microsoft Windows host where you access the Business Service Dashboard Tasks to Install and Configure the Interlink Integration for Remedy AR System Perform the following tasks to install and configure Interlink Integration for Remedy AR System in the Business Enterprise Server and Remedy AR System environments. Table 5 Tasks to Install and Configure the Interlink Integration for Remedy AR System Task Description Go to topic 1 Modify the createincident configuration (ird.cfg) file on the Business Enterprise Server. 2 Create an automated operation or automation policy that executes the createincident program and passes alert field values. 3 Start the Incident Record Daemon (ird) on the Business Enterprise Server. 4 Install the Interlink Integration for Remedy AR System product on the Remedy AR System Server. 5 Encrypt the Business Enterprise Server user password 6 Modify the BES.cfg file on the Remedy AR System Server. Modifying the ird.cfg File on page 15 Defining Automation for Interlink Integration for Remedy AR System on page 18 Starting the Incident Record Daemon (ird) on page 24 Installing Interlink Integration for Remedy AR System on page 25 Encrypting the Business Enterprise Server User Password on page 26 Modifying the BES.cfg File on page 27 14 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Table 5 Tasks to Install and Configure the Interlink Integration for Remedy AR System Task Description Go to topic 7 Create a synchronisation filter in the Remedy AR System 8 Install the LaunchIncident program on the Windows host that you use to access the Business Service Dashboard 9 Create an automated operation in the Business Service Dashboard to execute the LaunchIncident program Creating the Business Enterprise Server Synchronisation Filter in Remedy AR System on page 31 Installing the LaunchIncident Program on page 31 Creating a LaunchIncident Automated Operation on page 32 Modifying the ird.cfg File The following illustration is an example of the ird.cfg file that you modify. Figure 4 Interlink Integration for Remedy AR System Example ird.cfg File # # Configuration file for the Incident Record Daemon (ird) # # Location of the Problem Management System ServerLocation= ServerPort=35201 ISSdebug=1 alertid=$1 mcname=$2 # # Names and values for the Incident Record System # These are in the parameter=value format, the parameter is # relevant to the problem record system and can be anything. # The value can either be fixed word or number of the argument # passed to the createincident program. # # Last Name 536870913=Engineer # Category (Application) 536870920=Hardware # Type (Instance) 536870921=Server # Item (Parameter) 536980922=ITC Server # Status 7=New # Problem Summary (text) 8=$3 Business Enterprise Server Help Desk Integration Guide 15

Integrating with Remedy AR System Figure 4 Interlink Integration for Remedy AR System Example ird.cfg File (Continued) # Priority (Severity) 536870924=$4 # Detailed Description (text) 536870923=$3 # alertid 536870938=$1 # Lookup table for any field # Format: {name of field).{value coming from alert)=(new value} # # Example: # Alert value: 4 # Field name: 536870924 # Lookup: 536870924.4 # New value: High # 536870924.0=Low 536870924.1=Low 536870924.2=Medium 536870924.3=Medium 536870924.4=High 536870924.5=High If you pass the alertid, mcname, text, and severity fields of an alert to the createincident program, the underlying command is as follows: createincident 0000000065~ISS~switch1 M Node down~4 Where 000000065 is the value contained in the alertid field ISS is the message channel name contained in the mcname field swtich 1 M Node down is the string contained in the text field 4 is the value contained in the severity field The XML event that is generated based on the example ird.cfg file is as follows: Figure 5 Interlink Integration for Remedy AR System XML Event Example <I> </I> <alertid>0000000065</alertid> <mcname>iss</mcname> <536870913>Engineer</536870913> <536870920>Hardware</536870920> <536870921>Server</536870921> <536870922>ITC Server</536870922> <7>New</7> <8>switch1 M Node down</8> <536870924>High</536870924> <536870923>switch1 M Node down</536870923> <536870938>0000000065</536870938> 16 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System To Modify the ird.cfg File Step 1 On the Business Enterprise Server, open a command window and enter the following command to change to the directory in which the ird.cfg file is located. Step 2 Step 3 cd $PPHOME/cfg Using a text editor, open the ird.cfg file. The configuration file parameter format is as follows: Parameter=Value Identify the Remedy AR Server and the alert fields to be passed in an XML event: Table 6 Interlink Integration for Remedy AR System ird.cfg File Parameters Parameter ServerLocation ServerPort ISSdebug alertid Value Host name of the Remedy AR Server to which Interlink Integration for Remedy AR System connects Port number on the Remedy AR Server to which Interlink Integration for Remedy AR System connects to send events Value that specifies whether debugging is enabled: Zero (0) specifies that debugging is enabled One (1) specifies that debugging is disabled The default value is 0. Numeric value preceded by the dollar sign that indicates the ordered position of the alertid retrieved from the underlying alert For example, $1 indicates the alertid is the first field value retrieved from an alert that is part of the XML event to be passed to the Remedy AR System Server. Business Enterprise Server Help Desk Integration Guide 17

Integrating with Remedy AR System Table 6 Interlink Integration for Remedy AR System ird.cfg File Parameters (Continued) Parameter Value Step 4 mcname field A user defined field that is dependent on the problem management system and is identified numerically. Save and close the ird.cfg file. Numeric value preceded by the dollar sign that indicates the ordered position of the message channel name retrieved from the underlying alert For example, $2 indicates the name of the message channel is the second field value from an alert that is part of the XML event to be passed to the Remedy AR System Server. Fixed value or a numeric value preceded by a dollar sign that indicates the ordered position of an alert field retrieved from the underlying alert Defining Automation for Interlink Integration for Remedy AR System When you create an automated operation that passes alert information to the incidentrecord program, identify the fields to be passed to the program by enclosing each field in brackets and separate each field with a tilde (~) character (for example, [alertid]~[mcname]). When you create an automation policy, identify the fields to be passed to the program by preceding each field with a dollar sign ($) and separate each field with a tilde character (for example, $mcname~$originseverity). Perform the tasks in Table 7 on page 19 to create an automated operation that automatically sends alert information to the Remedy AR System product. 18 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Table 7 Tasks to Define Automation for Interlink Integration for Remedy AR System To create an Task Description Go to automated operation in Alert View automation policy in SMARTEvm 1 Create an alert selector specifying the alerts that you want sent to Remedy AR System when they arrive in the Business Service Dashboard. 2 Create an automated operation that specifies the execution of the createincident program and passes alert field values. 3 Associate the alert selector to the automated operation. 1 Define the condition that specifies an incident record is sent for messages processed by a message channel. 2 Define an action that executes the createincident program and passes alert field values. 3 Define the automation policy that associates the condition to the action and runs the action after the creation of the alert identifying the condition. Selecting Alerts for Display and Automation in the Business Enterprise Server User Guide Creating an Example piars Critical Selector on page 20 Creating an Automated Operation in the Business Enterprise Server User Guide Creating an Example piars Automated Operation on page 21 Associating an Alert Selector to an Automated Operation in the Business Enterprise Server User Guide Associating the Example piars Critical Selector to the piars Automated Operation on page 21 Defining a Condition in the Business Enterprise Server Automation Guide Creating an Example Incident Condition on page 22 Defining an Action in the Business Enterprise Server Automation Guide Creating an Example Incident Action on page 23 Defining an Automation Policy in the Business Enterprise Server Automation Guide Creating an Example Incident Record Automation Policy on page 24 Business Enterprise Server Help Desk Integration Guide 19

Integrating with Remedy AR System Example of an Automated Operation in Alert View The following examples display the steps that you take to create the components for an automated operation. Creating an Example piars Critical Selector shows the steps that you take to create a selector named piarscritical. The piarscritical selector specifies that critical alerts are sent to Remedy AR System when they arrive in the Business Service Dashboard. Creating an Example piars Automated Operation on page 21 shows the steps that you take to create the piars automated operation. The piars automated operation specifies the execution of the createincident program on the Business Enterprise Server and the alert fields to be passed. Associating the Example piars Critical Selector to the piars Automated Operation on page 21 shows the steps that you take to associate the piarscritical selector to the piars automated operation. Creating an Example piars Critical Selector Step 1 Log on to the Business Service Dashboard. Step 2 Step 3 Step 4 Step 5 From the Views drop down list, select Alert View and click Go. From the menu bar, choose File => Edit => Selector to open the Selector window. Create an expression group: 4.A Click New to open the New Selector Group dialog box. 4.B In the box, type piarscritical to identify the selector group. 4.C From the drop down list, select AND to be placed between Selector Expression Groups. 4.D Click Save. The piarscritical group name is displayed in the Selector Expression Group list box. Create a default selector expression: 5.A In the Selector Expression Group list box, select piarscritical. 5.B In the Fields list box, select severity and click Add. The severity field is placed in the Selection Expression list box at the bottom of the window. 20 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Step 6 Step 7 Step 8 Modify the default selector expression: 6.A In the Selection Expression list box, select the severity expression and click Edit. The comparison operator and value are displayed in the Selection Expression Edit list box. 6.B In the Value box, highlight the percentage sign and type 5. 6.C Click Insert to replace the selector expression in the Selection Expression list box. 6.D From the drop down list, select AND or OR to be placed between selector expressions. 6.E Click Set to save the modified selector expression. Save the selector: 7.A From the menu bar, choose File => Save As to open the Save As dialog box. 7.B In the box, type piarscritical and click Save. From the menu bar, choose File => Exit to close the Selector window. Creating an Example piars Automated Operation Step 1 From the menu bar in Alert View, choose File => Edit => User AO to open the User AO Editor. Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 In the Program Name box, type the fully qualified path name of the application or script that you want to execute enclosed in double quotation marks (for example, /opt/iss/powerpack/integrations/bin/createincident ). From the Select the program location Local or Remote drop down list, select Remote. In the Parameters box, type [alertid]~[mcname]~[text]~[severity]. From the menu bar, choose File => Save As to open the Save As dialog box. In the Enter the name to Save As box, type piars and click Save. From the menu bar, choose File => Exit to close the User AO Editor. Associating the Example piars Critical Selector to the piars Automated Operation Step 1 From the menu bar, choose File => Edit = Automation to open the Automation Editor dialog box. Step 2 Step 3 From the Select Condition drop down list, select piarscritical. From the Select Action drop down list, select piars. Business Enterprise Server Help Desk Integration Guide 21

Integrating with Remedy AR System Step 4 Step 5 Click Add Automation to associate the piarscritical selector to piars automated operation. Click Save to save the association and close the Automation Editor dialog box. Example of an Automation Policy in SMARTEvm The following examples display the steps that you take to create the components for an automation policy. Creating an Example Incident Condition shows the steps that you take to create a condition named CriticalAlerts. The CriticalAlerts condition specifies that an incident record is created for any processed message with a severity of critical. Creating an Example Incident Action on page 23 shows the steps that you take to create an action named Remedy. The Remedy action starts the createincident program on the Business Enterprise Server and passes alert field values. Creating an Example Incident Record Automation Policy on page 24 shows the steps that you take create an automation policy named IncidentRecord. The IncidentRecord automation policy associates the CriticalAlerts condition to the Remedy action. Creating an Example Incident Condition Step 1 Log on to SMARTEvm. Step 2 Step 3 In the Message Channel pane at the bottom of the window, select Message Channel piars. Perform one of the following actions to open the New Items wizard: Step 4 Step 5 Step 6 Step 7 From the task bar, click the New Item icon. From the menu bar, choose File => New. In the Select Item group box, select Condition. Click Next to close the New Items wizard and open the Condition Editor. If the Messages tab is not in the forefront, click it to bring it forward. Define the message for the underlying alerts: 7.A From the Field drop down list, select Any Message. 7.B Click Add to move the selection criterion to the Current Selection list box. 7.C Specify the group and rule that recognises the message and creates the alerts. From the Group drop down list, select No Group. From the Rule drop down list, select No Rule. 22 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Step 8 Step 9 7.D Define the circumstances of the underlying alerts: Click the Condition tab to bring it to the forefront. In the Number of Messages drop down list, select Any Message. Note: When you select Any Message, the Time Period and Distinctness options are disabled. From the Of Severity drop down list, select Critical. Define the condition schedule: 8.A Click the Calendar tab to bring it to the forefront. 8.B In the Daily Start Time box, type the hour and minute (for example, 00:00 for 12 AM). 8.C In the Daily End Time box, type the hour and minute (for example, 23:59 for 11:59 PM). 8.D Click Mon Sun to specify all days in the week. Save the condition and close the Condition Editor: 9.A From the menu bar, choose File => Save As to open the Save As dialog box. 9.B In the Save Condition As box, type CriticalAlerts. 9.C Click OK. 9.D From the menu bar, choose File => Exit to close the Condition Editor. Creating an Example Incident Action Step 1 Perform one of the following actions to open the New Items wizard: Step 2 From the task bar, click the New Item icon. From the menu bar, choose File => New. Define the action: 2.A In the Select Item group box, select Action. 2.B Click Next to close the New Items wizard and open the Action Editor. 2.C In the Action Type group box, select Run Exec. 2.D In the Unix Exec name (full path) box, type createincident. 2.E In the Parameters box, type $s_alertid~$mcname~$freetext~ $OriginSeverity. 2.F Select the appropriate run options (Run in background and Debug mode). Business Enterprise Server Help Desk Integration Guide 23

Integrating with Remedy AR System Step 3 Step 4 Save the action: 3.A From the menu bar, choose File => Save As to open the Save As dialog box. 3.B In the Save Action As box, type Remedy. 3.C Click OK. From the menu bar, choose File => Exit to close the Action Editor. Creating an Example Incident Record Automation Policy Step 1 Perform one of the following actions to open the New Items wizard: Step 2 Step 3 Step 4 From the task bar, click the New Item icon. From the menu bar, choose File => New. Specify the new item as a new automation policy: 2.A In the Select Item group box, select Policy. 2.B Click Next to move to the next page. 2.C In the Select Type group box, select the Automation. 2.D Click Next to close the New Items wizard and open the Automation Policy Editor. A default name (for example, Automation_Policy_0) is assigned to the automation policy and it is automatically enabled (that is, it is active). In the Policy Name box, highlight the policy name and type IncidentRecord. In the Conditions drop down list, select the CriticalAlerts condition so that it is displayed in the On Condition box. Step 5 In the Actions list box, select the Remedy action and click >>. Step 6 Step 7 In the Actions Schedule group box, select Delay running Actions until the alert for the Condition is created. Click OK to save the automation policy and close the Automation Policy Editor. Starting the Incident Record Daemon (ird) On the Business Enterprise Server, open a command window and enter the following command: ppstart n ird 24 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Installing Interlink Integration for Remedy AR System Two installation scripts are available: Unix script for the Solaris operating environment Windows script for the Microsoft Windows operating environment Installing in the Solaris Environment Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Copy the iiars.tar file from the Integrations/piARS directory on the Business Enterprise Server CD to the /tmp directory on the Remedy AR System server. Open a command window and enter the appropriate command to change to the /tmp directory: cd /var/tmp Untar the iiars.tar file by entering the following command: tar xvfp iiars.tar The installation file is placed in the /usr/iss/iiars directory. Change to the iiars directory by entering the following command: cd /usr/iss/iiars As user root, run the installation script by entering the following command:./install If the Remedy AR System server runs on a cluster, perform the following actions: 6.A Using a text editor, open the /usr/iss/iiars/iiars.sh script. 6.B Add the following statement to the script: export ARTCPPORT=4010 6.C Save the script and close the editor. Step 7 Proceed to Modifying the BES.cfg File on page 27. Installing in the Windows Environment Step 1 Step 2 As an administrator user, copy the iiars.zip file from the Integrations/piARS directory on the Business Enterprise Server CD to the %System Drive%\TEMP directory on the Remedy AR System server. Unzip the iiars.zip file and extract the installation script to the default directory in which the file is to be located (\Program Files\Interlink Software Services Ltd\iiARS). Business Enterprise Server Help Desk Integration Guide 25

Integrating with Remedy AR System Step 3 Step 4 Step 5 You can place the directory on any drive on the system on which the Remedy AR System is installed. Open a command window, and enter the following command to move to the directory to which the installation script was extracted. cd drive:\program Files\Interlink Software Services Ltd\iiARS The variable drive is the hard drive (for example, C) to which you extracted on the Remedy AR System host. Enter the following command to run the installation script. install When the installation is complete, proceed to Encrypting the Business Enterprise Server User Password. Encrypting the Business Enterprise Server User Password The password that verifies the identify of the Business Enterprise Server user that has update access to the Business Enterprise Server schema in the Remedy AR System must be encrypted. The default password provided is powerpk and is placed in the BES.cfg file. A ChangePassword program has been included with the iiars installation to perform the encryption. To Encrypt the Password Step 1 Open a command window on the host where iiars is installed and move to the directory where the installation files were extracted: If your environment is Solaris Microsoft Windows Enter the following command cd /usr/iss/iiars cd drive:\program Files\Interlink Software Services Ltd\iiARS Step 2 Step 3 Encrypt the password by entering the following command: ChangePassword powerpk The encrypted password is displayed in the command window. Copy the encrypted password and place it in a location where you can retrieve it when modifying the BES.cfg file. 26 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Modifying the BES.cfg File Figure 6 is an example of the BES.cfg file that is located in the /usr/iss/iiars directory on the Remedy AR System Server. The example includes the Remedy AR System, Version 7.x functions as follows: intermediate schemas that are a front end to another schema; an intermediate schema returns an entryid instead of an incidentid from the backend schema HPD:WorkLog, formerly a diary field, is now a schema that can use a lookup field to return the true incidentid Note: If you will be using the HPD:HelpDesk form, you must identify the HPD:incidentInterface_Create intermediate schema as the schema in the BES.cfg file. To retrieve the incidentid, you must specify the field number in which the incidentid is placed in the LookupField parameter. Figure 6 Interlink Integration for Remedy AR System Example BES.cfg File ## ## Configuration file for the piars program ## ## If iiars is not installed on the same host as the Remedy AR System, ## set the ARServerLocation and install iiupdate on the Remedy AR ## System host to sync updates to BES. ## ## ARServerLocation={AR_Server} ## ## ServerLocation=192.1.2.2 listenport=35202 ## ## If you are using the HPD:HelpDesk form you MUST use the ## HPD:IncidentInterface_Create intermediate form. ## ## When using an intermediate form, you can specify the field that ## contains the incidentid so that iiars can perform a lookup ## and return the incidentid rather than the entryid. Use the ## LookupField parameter to retrieve the incidentid. ## ## Remedy ## schema=hpd:incidentinterface_create user=ppadmin password=s~apam#1 ## worklog=hpd:worklog ##LookupField={field_number} statusfield=7 closedvalue=closed assignedvalue=assigned ## ## Business Enterprise Server Help Desk Integration Guide 27

Integrating with Remedy AR System Figure 6 Interlink Integration for Remedy AR System Example BES.cfg File (Continued) ## Business Enterprise Server fields associated with Remedy fields ## Assigned=AN New Call=AN WIP=AN Resolved=AN Closed=C ## ## To Business Enterprise Server from Remedy ## t_status=$1 t_alertid=$2 t_note=$4 t_timeassigned=default t_timeaccepted=default t_notetime=default t_eventtime=default t_type=default t_currentoperator=ird t_timeclosed=default t_mcname=ird t_eventtime=default t_severity=5 t_incidentid=$3 t_originkey=ignore t_pidata=ignore To Modify the BES.cfg File Step 1 On the Remedy AR System Server, open a command window and enter the following comment to change the directory in which the BES.cfg file resides. Step 2 Step 3 cd /usr/iss/iiars Using a text editor, open the BES.cfg file. The format of the configuration file is as follows: Parameter=Value Make or add changes using the parameters as follows: Table 8 Interlink Integration for Remedy AR System BES.cfg File Parameters Parameter Description ARServerLocation IP address or host name of the server on which the Remedy AR System is installed Note: Use this parameter if iiars is not running on the Remedy AR server 28 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Table 8 Interlink Integration for Remedy AR System BES.cfg File Parameters (Continued) Parameter ServerLocation listenport schema user password worklog LookupField statusfield closedvalue assignedvalue Description IP address or host name of the server on which Business Enterprise Server is installed. Port number on the Business Enterprise Server to which the iiars program retrieves XML events from the ird The default value is 35201. Name assigned to the schema that is used with Business Enterprise Server Name of the Business Enterprise Server user that allows update access to the Business Enterprise Server schema in the Remedy AR System The default value is ppadmin. Password that verifies the identity of the Business Enterprise Server user in the Remedy AR System The default value is powerpk. Field containing working in progress information for a record If you are using the HPD:WorkLog schema rather than a diary field, specify HPD:WorkLog; otherwise, specify the diary field number. Numeric value that represents the field from which to retrieve the incidentid Numeric value that represents the number of characters that identifies the global field numerically for the schema The default value is 7. Value assigned to a close event in Remedy AR System The default value is closed. Value assigned to an assigned event in the Remedy AR System The default value is assigned. Business Enterprise Server Help Desk Integration Guide 29

Integrating with Remedy AR System Table 8 Interlink Integration for Remedy AR System BES.cfg File Parameters (Continued) Parameter Description Step 4 Record_action Five default record actions are defined: Assigned, New Call, WIP, Resolved, and Closed BES_field Default fields defined are t_status, t_alertid, t_note, t_timeassigned, t_timeaccepted, t_notetime, t_type, t_currentoperator, t_timeclosed, t_mcname, t_eventtime, t_severity, t_incident, t_originkey, and t_pidata Save the file and close the text editor. Value that specifies the action event to send to Business Enterprise Server when an action is applied against a record in Remedy: AN sends an Add Note action event A sends an Assign action event C sends a close action event Note: The default record actions are example values of the status field of the AR System schema. The record actions can vary based on the schema that you use. For example, if you use the HelpDesk schema, the record actions to which you would assign values would be as follows: Assigned New Call Work In Progress Resolved Closed Value that specifies one of the following: $numeric, indicates the ordered position of the field retrieved from the record For example, $1 defined for the t_status field indicates the information stored in the state field is the first field value from a record that is passed to the Business Enterprise Server to send an action event string, a fixed value that is automatically assigned by iiupdate when an action event is sent to Business Enterprise Server For example, ird is assigned as the message channel name. DEFAULT, a value that is automatically assigned to a field by iiupdate when an action event is sent to Business Enterprise Server For example, the t_timeassigned field is updated to reflect the time when an assign action event is sent to Business Enterprise Server. 30 Business Enterprise Server Help Desk Integration Guide

Integrating with Remedy AR System Creating the Business Enterprise Server Synchronisation Filter in Remedy AR System Create a Business Enterprise Server Synchronisation Filter in Remedy with the following information: In the For Do this action Basic tab Filter name Type SyncPOWERpack. Enable Select to enable. Execution Order Type 500. Form Name Execute On Run If If Action Current Actions Select Run Process. Command Line Note: Refer to the Remedy AR System documentation for instructions on how create a filter in the Remedy AR System. Installing the LaunchIncident Program Select the schema name used by Business Enterprise Server Select Modify to specify that iiupdate is executed whenever the Remedy request is modified. Type the following string to specify that iiupdate is executed whenever the alertid is not blank and the user that modified the record is not ppadmin: ( alertid_field_name!= $NULL$) AND ($USERS$!= "ppadmin") The variable alertid_field_name is the name of the field in a record that identifies the alertid. Type the following string to specify the fields in the record that are to be passed to iiupdate. iiupdate $Status$~$alertId_field_name$~$Request ID$~$Work Log$~ The variable alertid_field_name is the name of the field in a record that identifies the alertid. Step 1 Step 2 Retrieve the LaunchIncident.zip file from the Integrations CD and place it in a directory on the Windows host system on which a Remedy AR System Client resides. Extract the Launch program from the LaunchIncident.zip file and place it in the C:\Program Files\Interlink Software Services Ltd folder. Business Enterprise Server Help Desk Integration Guide 31

Integrating with Remedy AR System Step 3 In a command window, type the following command and press Enter to execute the LaunchIncident program. LaunchIncident u"name" p"password" Where name is a user name under which to log on to the Remedy AR System Server password is the password defined for the Remedy AR System user name Creating a LaunchIncident Automated Operation Create an automated operation that specifies the execution of the LaunchIncident program using the instructions in Creating an Automated Operation in the Business Enterprise Server User Guide and the example shown in Creating an Example LaunchIncident Automated Operation. Creating an Example LaunchIncident Automated Operation Step 1 Step 2 Step 3 Step 4 From the menu bar in Alert View, choose File => Edit => User AO to open the User AO Editor. In the Program Name box, type the fully qualified path name of the application or script that you want to execute enclosed in double quotation marks (for example, C:\Program Files\InterlinkSoftware Services Ltd\LaunchIncident\LaunchIncident.exe ). From the Select the program location Local or Remote drop down list, select Local. In the Parameters box, type frm"name" s"server" fldv"field". Where name server field is the name of the Remedy form (for example, AD2:Incidents) is the host name or IP address of the system on which the Remedy AR System resides (for example, 192.1.2.10) is the name of the field in which the Incident ID is stored in the alert, enclosed in brackets (for example, [IncidentID] Step 5 Step 6 Step 7 From the menu bar, choose File => Save As to open the Save As dialog box. In the Enter the name to Save As box, type LaunchIncident and click Save. From the menu bar, choose File => Exit to close the User AO Editor. 32 Business Enterprise Server Help Desk Integration Guide

3 1 Integrating with HP Service Manager 3 This chapter provides instructions on how to install and configure Interlink Software Services Integration for HP Service Manager (hereinafter referred to as Interlink Integration for Service Center) to achieve integration between Business Enterprise Server and the Service Manager. Note: HP Service Manager was formerly known as Peregrine Systems Service Center. Topics included are as follows: System Requirements.......................................................34 Tasks to Install and Configure Interlink Integration for Service Center.............34 Retrieving the Interlink Integration for Service Center Installation Files............35 Installing the pisc Program..................................................35 Modifying the pisc.cfg File..................................................36 Starting and Stopping the pisc Program......................................42 Installing the Incident Record Daemon (ird)...................................42 Configuring the ird to Create Incidents in Service Manager......................43 Starting and Stopping the Incident Record Daemon (ird)........................49 Defining Automation for Interlink Integration for Service Center.................49 Configuring Service Manager for Updates to Business Enterprise Server..........56 Business Enterprise Server Help Desk Integration Guide 33

Integrating with HP Service Manager System Requirements The following system requirements must be met for Interlink Integration for Service Center to operate correctly. Service Manager System Server, Version 5.x and 6.x Network connectivity between the Business Enterprise Server and the Service Manager System Server Business Enterprise Server must resolve the Service Manager System Server host name Business Enterprise Server, Version 3.4 or higher Create a user in Service Manager System named ppadmin that allows update access to the schema that is to be used with Business Enterprise Server Tasks to Install and Configure Interlink Integration for Service Center Perform the following tasks to install and configure Interlink Integration for Service Center in the Business Enterprise Server environment. Table 9 Tasks to Install and Configure the Interlink Integration for Service Center Task Description Go to topic 1 Retrieve the ird and pisc program installation files 2 Install the pisc program and the pisc.cfg file on the Business Enterprise Server. 3 Modify the pisc.cfg file that defines the connection to the Service Manager system and the mapping of alert fields to Service Manager incident fields. 4 Start the pisc program on the Business Enterprise Server 5 Install the ird program on the Business Enterprise Server 6 Modify the createincident configuration (ird.cfg) file on the Business Enterprise Server. Retrieving the Interlink Integration for Service Center Installation Files on page 35 Installing the pisc Program on page 35 Modifying the pisc.cfg File on page 36 Starting and Stopping the pisc Program on page 42 Installing the Incident Record Daemon (ird) on page 42 Configuring the ird to Create Incidents in Service Manager on page 43 34 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Table 9 Tasks to Install and Configure the Interlink Integration for Service Center Task Description Go to topic 7 Create an automated operation or automation policy that executes the createincident program and passes alert field values. 8 Start the Incident Record Daemon (ird) on the Business Enterprise Server. 9 Update the close and update schemas in the Service Manager client Defining Automation for Interlink Integration for Service Center on page 49 Starting and Stopping the Incident Record Daemon (ird) on page 49 Configuring Service Manager for Updates to Business Enterprise Server on page 56 Retrieving the Interlink Integration for Service Center Installation Files Retrieve the following files from either the Interlink web site or from Business Enterprise Server Integrations CD and transfer the file to the Business Enterprise Server and place in a temporary directory. File Table 10 Interlink Integration for Service Center Installation Files Description ird1.13.tar.gz pisc1.4.tar.gz Compressed file containing the installation script for installing the Incident Record daemon and its configuration file. Compressed file containing the installation script for installing the pisc program and its configuration file. Installing the pisc Program When you install the pisc program, the pisc and a configuration file (pisc.cfg) are installed in the Business Enterprise Server environment. You will use the configuration file to configure pisc to map open, update, and close incidents. The pisc program creates update and close incidents only; the open incidents are created in the ird.cfg file. For instructions on modifying the pisc.cfg file, go to Modifying the pisc.cfg File on page 36. Business Enterprise Server Help Desk Integration Guide 35

Integrating with HP Service Manager To Install the pisc Program Step 1 Uncompress the pisc1.4.tar.gz file by entering the following command: Step 2 Step 3 Step 4 Step 5 Step 6 gzip d temporary_directory/pisc1.4.tar.gz The variable temporary_directory is the directory in which you placed the tar file. Untar the pisc1.4.tar file by entering the following command: tar xvf temporary_directory/pisc1.4.tar The variable temporary_directory is the directory in which you placed the tar file. Change to the directory where the script resides by entering the following command: cd Integrations/piSC Run the installation script by entering the following command:./install When prompted to provide a Service Manager user, type a user name and press Enter. The Service Manager user name is used to connect to the Service Manager for the passing of alert and incident information between Service Manager and the Business Enterprise Server. When prompted to provide a password, type the password defined for the Service Manager user and press Enter. When the installation is complete, the pisc program is placed in the $PPHOME/Integrations/bin directory and the pisc.cfg file is placed in the $PPHOME/cfg directory. Note: The $PPHOME/Integration/piSC directory is used for installation purposes only; you can remove the directory after installation and configuration. Modifying the pisc.cfg File The pisc.cfg file is used to specify the following information: Connection to the Service Manager Position of the fields in a Service Manager open, update, and close incident that are used for creating an alert, updating an alert, or closing an alert in Business Enterprise Server 36 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager An incident retrieved from the Service Manager is passed to the pisc program in the form of a string with each field separated by a defined separation character (for example, ^). Figure 7 is an example of a retrieved incident. Whether close and update alerts from Business Enterprise Server are passed to the Service Manager Mapping of the fields in close and update alerts to Service Manager fields defined within a schema Figure 7 Interlink Integration for Service Center Retrieved Event Example ^IM10107^other^10/06/05 05:01:59^external^BES^5^5 - Very Low^^^^updated^Interlink^0003794901^^^^?10/06/2005 05:01:59^^^Business Enterprise Server^version^5^^model^a small text^^0003794901^^^bes^falcon, JENNIFER^^999^^^10/06/2005 05:25:05: updated by SCAutomate BES 2005/10/06 13:25:21 ppadmin: new note 10/06/2005 05:12:03: updated by SCAutomate EXTERNAL 2005/10/06 13:12:13 ppadmin: note 4 10/06/2005 05:09:01: updated by SCAutomate EXTERNAL 2005/10/06 13:08:43 ppadmin: note 2 10/06/2005 05:04:00: updated by SCAutomate EXTERNAL 2005/10/06 13:03:51 ppadmin: sync test ^ If the close and update alerts are not passed, the mapping fields for the alerts are ignored. If you use the pmo, pmu, and pmc schemas defined in the Service Manager, you will only need to modify the Connection information and whether close and update alerts are passed to the Service Manager. Figure 8 is an example of the pisc.cfg file. Figure 8 Interlink Integration for Service Center Example pisc.cfg File ISSdebug=1 listenport=35444 SCServerLocation= SCport=12690 user=falcon password=#s~a#oa#t sepchar=^ schema=pmo,pmu,pmc ## ## Parameters from Service Manager to Business Enterprise Server ## ## These open_*, update_* and close_* parameters denotes the ## position of the field that holds the specified value. These ## field positions are from the default pmo, pmu, and pmc output ## maps. ## open_incident=2 update_incident=2 update_user=6 Business Enterprise Server Help Desk Integration Guide 37

Integrating with HP Service Manager Figure 8 Interlink Integration for Service Center Example pisc.cfg File (Continued) update_alertid=14 update_comment=37 close_incident=2 close_user=6 close_alertid=14 close_comment=26 ## ## Sync Parameters - off (0), on (1) ## BESclose=0 BESupdate=0 pmc.logical.name="" pmc:network.name="" pmc:number=[incidentid] pmc:resoltuion.code=[note] pmc:resolution,2="" pmc:resolution,3="" pmc:network.address="" pmc:key.words="" pmc:category="" pmc:domain="" pmc:objid="" pmc:version="" pmc:model="" pmc:serial.no="" pmc:vendor="" pmc:location="" pmc:contact.name="" pmc:contact.phone="" pmc.reference.no="" pmc:assignee.name="" pmc:priority.code="" pmc:failing.component="" pmc:system="" pmc:severity.code="" pmc:site.category="" pmc:fix.type="" pmc:subcategory="" pmc:product.type="" pmc:problem.type="" pmc:adj.resolutions.time="" pmc:explanation,1=alert closed in BES pmc:class="" pmc:brief.description=alert closed in BES pmu.logical.name="" pmu:network.name="" pmu:number=[incidentid] pmu:cause.code="" pmu:update.action=[note] 38 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Figure 8 Interlink Integration for Service Center Example pisc.cfg File (Continued) pmu.update.action,2="" pmu:update.action,3="" pmc:network.address="" pmu:key.words="" pmu:category="" pmu:domain="" pmu:objid="" pmu:version="" pmu:model="" pmu:serial.no="" pmu:vendor="" pmu:location="" pmu:contact.name=falcon, JENNIFER pmu:contact.phone="" pmu.reference.no=[alertid] pmc:assignee.name="" pmc:priority.code="" pmc:failing.component="" pmc:system="" pmu:severity.code="" pmu:site.category="" pmu:fix.type="" pmu:resolution.code="" pmu:subcategory="" pmu:product.type="" pmu:problem.type="" pmu:adj.resolutions.time="" pmu:explanation,1=a"" pmu:class="" To Modify the pisc.cfg File Step 1 On the Business Enterprise Server, open a command window and enter the following command to change to the directory in which the pisc.cfg file is located. Step 2 cd $PPHOME/cfg Using a text editor, open the pisc.cfg file. The configuration file parameter format is as follows: Parameter=Value Business Enterprise Server Help Desk Integration Guide 39

Integrating with HP Service Manager Step 3 Identify the Service Manager system and the alert fields to be passed in an XML event: Table 11 Interlink Integration for Service Center pisc.cfg File Parameters Parameter ServerLocation ISSdebug listenport SCServerLocation SCport user password sepchar schema open_incident Value Host name of the Service Manager to which Interlink Integration for Service Center connects Value that specifies whether debugging is enabled: Zero (0) specifies that debugging is enabled One (1) specifies that debugging is disabled The default value is 0. Port number on the Business Enterprise Server that pisc program listens for Service Manager incident updates Host name of the Service Manager Server to which pisc connects to send and receive incidents Port on the Service Manager to which pisc connects to retrieve incidents Name of the user to which a connection is made to the Service Manager from pisc that you specified during installation of pisc Encrypted password defined for the user that you specified during installation pisc Character that is used to separate field values in an incident record retrieved from the Service Manager The default character is a carat (^). Name of schemas defined in Service Manager that identify the fields used in an incident record If you are defining more than one schema, each schema name is separated by a comma. The default schemas are pmo, pmu, and pmc. Value denoting the position of the field containing the incidentid. The incidentid is used by the Business Enterprise Server to create an alert. 40 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Table 11 Interlink Integration for Service Center pisc.cfg File Parameters Parameter Value Step 4 update_incident close_incident update_user close_user update_alertid close_alertid update_comment close_comment schema_field A user defined field that is dependent on the problem management system. Notes: For a list of fields contained within a schema, refer to the Event Map information in the Service Manager. If you are using the pmu and pmc (problem update and problem close) schemas on the Service Manager, you need not enter any new fields. Save the pisc.cfg file and close the text editor. Value denoting the position of the field containing the incidentid from an incident retrieved from the Service Manager. This value is used to update the corresponding alert in the Business Enterprise Server. Value denoting the position of the field containing the user that has either updated or closed an incident in the Service Manager. This value is used to update the corresponding alert in the Business Enterprise Server. Value denoting the position of the field containing the alertid that identifies the corresponding alert for the incident Business Enterprise Server uses the alertid to update or close the corresponding alert. Value denoting the position of the field containing text that specifies the updating or closing of an alert by the Service Manager This text contained within this field is placed in the Note field of the underlying alert and specifies the time of the update or close. Fixed value or a value enclosed in brackets that maps to an alert field If a value is not being passed, identify the absence of a value using opening and closing quotation marks (""). For a list of fields contained within a schema, refer to the Event Map information in the Service Manager. Business Enterprise Server Help Desk Integration Guide 41

Integrating with HP Service Manager Starting and Stopping the pisc Program On the Business Enterprise Server, open a command window and enter the appropriate command: ppstart n pisc ppstop n pisc If you are starting the pisc program for the first time after installation, a pisc.cpf file is created. The pisc.cpf file stores the Evsysseq values from retrieved XML events which enables pisc to maintain its place in the SCAuto output queue. Each time the pisc program is started, the pisc.cpf file located in the $PPWORK/piSC directory is read to ensure that event duplication does not occur. Note: If you would like to retrieve all XML events including any that were previously retrieved and documented by the Evsysseq value in the pisc.cpf file, you must stop the pisc program, delete the pisc.cpf file, and restart the pisc program. Installing the Incident Record Daemon (ird) When you install the ird, the ird and a sample configuration file (ird.sc_example.cfg) are installed in the Business Enterprise Server environment. You will use the sample configuration file to create a configuration file that meets your needs for configuring the ird and incidents that will be sent to the Service Manager. For instructions on creating the configuration file, go to Configuring the ird to Create Incidents in Service Manager on page 43. To Install the Incident Record Daemon (ird) Step 1 Uncompress the ird1.13.tar.gz file by entering the following command: Step 2 gzip d temporary_directory/ird.1.13.tar.gz The variable temporary_directory is the directory in which you placed the tar file. Untar the ird1.13.tar file by entering the following command: tar xvf temporary_directory/ird1.13.tar The variable temporary_directory is the directory in which you placed the tar file. 42 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Step 3 Step 4 Change to the directory in which the installation script resides by entering the following command: cd Integrations/ird Run the installation script by entering the following command:./install When the installation is complete, the ird binary is moved to the run location of $PPHOME/Integrations/bin and the ird.cfg and ird.sc_example.cfg files are placed in the $PPHOME/cfg directory. Configuring the ird to Create Incidents in Service Manager When you configure the ird, you create an ird.cfg that specifies how communication is established between the ird and the pisc program and the mapping of fields in an underlying alert to Service Manager schema fields. The ird.cfg file is used to map open or new incidents only. Mapping of update and closing incidents is accomplished by the pisc program and is configured in the pisc.cfg file. The ird.cfg file is separated into three areas: Location of the pisc program on the Business Enterprise Server and the port to which to connect, the types of alerts to be sent as open or new incidents, and the position of the alertid in the passing of an alert to the ird program Mapping of the fields in underlying alerts to Service Manager fields defined within a schema for opening or creating a new incidents in the Service Manager Lookup table that enables you to substitute any Business Enterprise Server value with a user defined value Typically the lookup table is used to change values to represent more meaningful information in the Service Manager; for example, changing the alert severity to match the severity codes defined in the Service Manager. Figure 9 on page 44 depicts an example of an ird configuration file. Business Enterprise Server Help Desk Integration Guide 43

Integrating with HP Service Manager Figure 9 Interlink Integration for Service Center Example ird.cfg File # # Configuration file for the Incident Record Daemon (ird) # # Location of the Problem Management System ServerLocation=localhost ServerPort=35444 ISSdebug=1 ISSclose=0 ISSassign=0 ISSnote=1 alertid=$2 # # Names and values for the Incident Record System # These are in the parameter=value format, the parameter # is relevant to the problem record System and an be anything. # The value can be either a fixed word or number of the argument # passed to the createincident program. # logical.name= network.name= reference.no=$2 cause.code=$4 action,1=$2 action,2=[$2] $3 action,3=action,3 network.address=network.address type=$4 category=other domain=domain objid=objid version=version model=model serial.no=serial.no vendor=interlink location=business Enterprise Server contact.name=smith, Debra contact.phone=999 resolution= assignee.name=smith priority.code=$4 failing.component= system= ci.date.time= flow= server.id= system.state= units= value= 44 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Figure 9 Interlink Integration for Service Center Example ird.cfg File (Continued) port.index= severity.code=$4 site.category=remote fix.type= resolutiuon.code= subcategory=client department product.type=none problem.type=none adj.resolution.time= explanation,1= class=e # # Lookup table for any field # Format: LU:{name_of_field}.{value coming from alert}= # {new_value} # # Example: # Alert value: 5 # Field name: severity.code # Lookup: LU:severity.code.4 # New value: 5 - Very Low # LU:severity.code.0=1 - Critical LU:severity.code.1=2 - Urgent LU:severity.code.2=3 - Normal LU:severity.code.3=4 - Low LU:severity.code.4=5 - Very Low LU:severity.code.5=5 - Very Low If we use the values defined in the example configuration file and pass the alertid, mcname, text, and severity fields of an alert to the createincident program, the underlying command is as follows: createincident 0003802129~System~ppmmd: ird Started~2 Where 0003802129 is the value contained in the alertid field System is the message channel name contained in the mcname field ppmd: ird Started is the string contained in the text field 2 is the value contained in the severity field The XML event that is generated based on the example ird.cfg file is depicted in Figure 10 on page 46. Business Enterprise Server Help Desk Integration Guide 45

Integrating with HP Service Manager Figure 10 Interlink Integration for Service Center XML Event Example <I> </I> <alertid>0003802129</alertid> <logical.name> </logical.name> <network.name> </network.name> <reference.no>0003802129</reference.no> <cause.code>ppmd ird Started</cause.code> <action,1>0003802129-ppmd: ird Started</action,1> <action,2>0003802129</action,2> <action,3>action,3</action,3> <network.address>network.address,</network.address> <type>1</type> <category>other</category> <domain>domain</domain> <objid>objid</objid> <version>version</version> <model>model</model> <serial.no>serial.no</serial.no> <vendor>interlink</vender> <location>business Enterprise Server</location> <contact.name>falcon, JENNIFER</contact.name> <contact.phome>999</contact.phone> <resolution> </resolution> <assignee.name>bes</assignee.name> <priority.code>1</priority.code> <failing.component> </failing.component> <system> </system> <ci.date.time>?ci.date.time> <flow> </flow> <server.id> </server.id> <system.state>: </system.state> <units> </units> <value> </value> <port.index> </port.index> <severity.code>2 - Urgent</severity.code> <site.category>remote</site.category> <fix.type>fix.type</fix.type> <resolution.code>resolution.code</resolution.code> <subcategory>client dependent</subcategory> <product.type>none</product.type> <problem.type>none</problem.type> <adj.resolution.time> </adj.resolution.time> <explanation,1>explanation,1</explanation,1> <class>e</class> 46 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager To Modify the ird.cfg File Step 1 On the Business Enterprise Server, open a command window and enter the following command to change to the directory in which the ird.cfg file is located. Step 2 Step 3 cd $PPHOME/cfg Using a text editor, open the ird.sc_example.cfg file. The configuration file parameter format is as follows: Parameter=Value Identify the alert types that you want to pass to the Service Manager system and the alert fields to be passed in an XML event: Table 12 Interlink Integration for Service Center ird.cfg File Parameters Parameter ServerLocation ServerPort ISSdebug IISSclose IISSassign Value Host name of the Business Enterprise Server on which the ird is installed The default is localhost. Port number on the Business Enterprise Server to which ird connects to send events to the pisc program The default is 35444. Value that specifies whether debugging is enabled: Zero (0) specifies that debugging is enabled One (1) specifies that debugging is disabled The default value is 0. Value that specifies whether a closing alert is sent: Zero (0) specifies that a close alert is sent One (1) specifies that a close alert is not sent The default value is 0. Value that specifies whether an assign alert is sent: Zero (0) specifies that an assign alert is sent One (1) specifies that an assign alert is not sent The default value is 0. Business Enterprise Server Help Desk Integration Guide 47

Integrating with HP Service Manager Table 12 Interlink Integration for Service Center ird.cfg File Parameters (Continued) Parameter ISSnote alertid schema_field A user defined field that is dependent on the problem management system. Notes: For a list of fields contained within a schema, refer to the Event Map information in the Service Manager. If you are using the pmo (problem open) schema on the Service Manager, you need not enter any new fields. Value Value that specifies whether an alert that is updated with a note is sent Zero (0) specifies that the updated alert is sent One (1) specifies that the updated alert is not sent The default value is 1. Numeric value preceded by the dollar sign that indicates the ordered position of the alertid retrieved from the underlying alert For example, $2 indicates the alertid is the second field value retrieved from an alert that is part of the XML event to be passed to the Service Manager System. Fixed value or a numeric value preceded by a dollar sign that indicates the ordered position of an alert field retrieved from the underlying alert If a value is not being passed, identify the absence of a value using open and close quotation marks (""). 48 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Step 4 If you want to create a lookup table to substitute a Business Enterprise Server value, use the following format to create a lookup table entry; LU:field_name.alert_value=new_value Parameter field_name alert_value new_value Value Name of the incident field in which the alert value is placed Text or numeric value from the alert that is placed in the incident field New text or numeric value that is substituted for the alert value Step 5 Note: You must create a lookup entry for each value from the alert. The example ird.cfg file shows lookup entries that are created for identifying substitute text for the 6 severity values that Business Enterprise Server can place in the severity.code field for an incident. Save the example file as ird.cfg and close the text editor. Starting and Stopping the Incident Record Daemon (ird) On the Business Enterprise Server, open a command window and enter the appropriate command: ppstart n ird ppstop n ird Defining Automation for Interlink Integration for Service Center When you create an automated operation that passes alert information to the createincident program, identify the fields to be passed to the program by enclosing each field in brackets and separate each field with a tilde (~) character (for example, [alertid]~[mcname]). When you create an automation policy, identify the fields to be passed to the program by preceding each field with a dollar sign ($) and separate each field with a tilde character (for example, $mcname~$originseverity). The createincident program extracts the underlying details, formats the details in XML and passes the details to the ird.queue0 or ird.queue1 file. The ird program passes the XML on to the pisc program and an open incident request is made. After the incident is opened and the information is written to the Service Manager output where pisc is reading, the incident number is extracted and written to the underlying alerts incidentid Business Enterprise Server Help Desk Integration Guide 49

Integrating with HP Service Manager token value. A note is also added to the underlying alert giving you the time the incident was created. You can specify that the incidentid token value be displayed in the Alert View window. The incidentid token is a global internal token and exists for all alerts as they are created. For instructions on how to add the incidentid token in Alert View, refer to Selecting Alerts for Display and Automation in the Business Enterprise Server User Guide. Perform the following tasks to create an automated operation that automatically sends alert information to the Service Manager product. Table 13 Tasks to Define Automation for Interlink Integration for Service Center To create an Task Description Go to automated operation in Alert View 1 Create an alert selector specifying the alerts that you want sent to Service Manager when they arrive in the Business Service Dashboard. 2 Create an automated operation that specifies the execution of the createincident program and passes alert field values. 3 Associate the alert selector to the automated operation. Selecting Alerts for Display and Automation in the Business Enterprise Server User Guide Creating an Example piscnotify Critical Selector on page 51 Creating an Automated Operation in the Business Enterprise Server User Guide Creating an Example pisc Automated Operation on page 53 Associating an Alert Selector to an Automated Operation in the Business Enterprise Server User Guide Associating the Example piscnotify Selector to the pisc Automated Operation on page 53 50 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Table 13 Tasks to Define Automation for Interlink Integration for Service Center To create an Task Description Go to automation policy in SMARTEvm 1 Define the condition that specifies an incident record is sent for messages processed by a message channel. 2 Define an action that executes the createincident program and passes alert field values. 3 Define the automation policy that associates the condition to the action and runs the action after the creation of the alert identifying the condition. Defining a Condition in the Business Enterprise Server Automation Guide Creating an Example Incident Condition on page 54 Defining an Action in the Business Enterprise Server Automation Guide Creating an Example Incident Action on page 55 Defining an Automation Policy in the Business Enterprise Server Automation Guide Creating an Example Incident Record Automation Policy on page 55 Example of an Automated Operation in Alert View The following examples display the steps that you take to create the components for an automated operation. Creating an Example piscnotify Critical Selector shows the steps that you take to create a selector named piscnotify. The piscnotify selector specifies that critical alerts are sent to Service Manager System when they arrive in the Business Service Dashboard. Creating an Example pisc Automated Operation on page 53 shows the steps that you take to create the pisc automated operation. The pisc automated operation specifies the execution of the createincident program on the Business Enterprise Server and the alert fields to be passed. Associating the Example piscnotify Selector to the pisc Automated Operation on page 53 shows the steps that you take to associate the piscnotify selector to the pisc automated operation. Creating an Example piscnotify Critical Selector Step 1 Log on to the Business Service Dashboard. Step 2 Step 3 From the Views drop down list, select Alert View and click Go. From the menu bar, choose File => Edit => Selector to open the Selector window. Business Enterprise Server Help Desk Integration Guide 51

Integrating with HP Service Manager Step 4 Step 5 Step 6 Step 7 Step 8 Create an expression group: 4.A Click New to open the New Selector Group dialog box. 4.B In the box, type piscnotify to identify the selector group. 4.C From the drop down list, select AND to be placed between Selector Expression Groups. 4.D Click Save. The piscnotify group name is displayed in the Selector Expression Group list box. Create a default selector expression: 5.A In the Selector Expression Group list box, select piscnotify. 5.B In the Fields list box, select severity and click Add. The severity field is placed in the Selection Expression list box at the bottom of the window. Modify the default selector expression: 6.A In the Selection Expression list box, select the severity expression and click Edit. The comparison operator and value are displayed in the Selection Expression Edit list box. 6.B In the Value box, highlight the percentage sign and type 5. 6.C Click Insert to replace the selector expression in the Selection Expression list box. 6.D From the drop down list, select AND or OR to be placed between selector expressions. 6.E Click Set to save the modified selector expression. Save the selector: 7.A From the menu bar, choose File => Save As to open the Save As dialog box. 7.B In the box, type piscnotify and click Save. From the menu bar, choose File => Exit to close the Selector window. 52 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Creating an Example pisc Automated Operation Step 1 From the menu bar in Alert View, choose File => Edit => User AO to open the User AO Editor. Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 In the Program Name box, type the fully qualified path name of the application or script that you want to execute enclosed in double quotation marks (for example, /opt/iss/powerpack/integrations/bin/createincident ). From the Select the program location Local or Remote drop down list, select Remote. In the Parameters box, type [mcname]~[alertid]~[text]~[severity]. From the menu bar, choose File => Save As to open the Save As dialog box. In the Enter the name to Save As box, type pisc and click Save. From the menu bar, choose File => Exit to close the User AO Editor. Associating the Example piscnotify Selector to the pisc Automated Operation Step 1 From the menu bar, choose File => Edit = Automation to open the Automation Editor dialog box. Step 2 Step 3 Step 4 Step 5 From the Select Condition drop down list, select piscnotify. From the Select Action drop down list, select pisc. Click Add Automation to associate the piscnotify selector to pisc automated operation. Click Save to save the association and close the Automation Editor dialog box. Example of an Automation Policy in SMARTEvm The following examples display the steps that you take to create the components for an automation policy. Creating an Example Incident Condition on page 54 shows the steps that you take to create a condition named NotifyCriticalAlerts. The NotifyCriticalAlerts condition specifies that an incident record is created for any processed message with a severity of critical. Creating an Example Incident Action on page 55 shows the steps that you take to create an action named ServiceManager. The ServiceManager action starts the createincident program on the Business Enterprise Server and passes alert field values. Creating an Example Incident Record Automation Policy on page 55 shows the steps that you take create an automation policy named IncidentRecord. The IncidentRecord automation policy associates the NotifyCriticalAlerts condition to the ServiceManager action. Business Enterprise Server Help Desk Integration Guide 53

Integrating with HP Service Manager Creating an Example Incident Condition Step 1 Log on to SMARTEvm. Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 In the Message Channel pane at the bottom of the window, select Message Channel System. Perform one of the following actions to open the New Items wizard: From the menu bar, choose File => New. From the task bar, click the New Item icon. In the Select Item group box, select Condition. Click Next to close the New Items wizard and open the Condition Editor. If the Messages tab is not in the forefront, click it to bring it forward. Define the message for the underlying alerts: 7.A From the Field drop down list, select Any Message. 7.B Click Add to move the selection criterion to the Current Selection list box. 7.C Specify the group and rule that recognises the message and creates the alerts. From the Group drop down list, select No Group. From the Rule drop down list, select No Rule. Define the circumstances of the underlying alerts: 8.A Click the Condition tab to bring it to the forefront. 8.B In the Number of Messages drop down list, select Any Message. Note: When you select Any Message, the Time Period and Distinctness options are disabled. 8.C From the Of Severity drop down list, select Critical. Define the condition schedule: 9.A Click the Calendar tab to bring it to the forefront. 9.B In the Daily Start Time box, type the hour and minute (for example, 00:00 for 12 AM). 9.C In the Daily End Time box, type the hour and minute (for example, 23:59 for 11:59 PM). 9.D Click Mon Sun to specify all days in the week. 54 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Step 10 Save the condition and close the Condition Editor: 10.A From the menu bar, choose File => Save As to open the Save As dialog box. 10.B In the Save Condition As box, type NotifyCriticalAlerts. 10.C Click OK. 10.D From the menu bar, choose File => Exit to close the Condition Editor. Creating an Example Incident Action Step 1 Perform one of the following actions to open the New Items wizard: Step 2 Step 3 Step 4 Step 5 Step 6 From the menu bar, choose File => New. From the task bar, click the New Item icon. In the Select Item group box, select Action. Click Next to close the New Items wizard and open the Action Editor. Define the action: 4.A In the Action Type group box, select Run Exec. 4.B In the Unix Exec name (full path) box, type createincident. 4.C In the Parameters box, type $mcname~$s_alertid~$freetext~ $OriginSeverity. 4.D Select the appropriate run options (Run in background and Debug mode). Save the action: 5.A From the menu bar, choose File => Save As to open the Save As dialog box. 5.B In the Save Action As box, type ServiceManager. 5.C Click OK. From the menu bar, choose File => Exit to close the Action Editor. Creating an Example Incident Record Automation Policy Step 1 Perform one of the following actions to open the New Items wizard: Step 2 From the menu bar, choose File => New. From the task bar, click the New Item icon. Specify the new item as a new automation policy: 2.A In the Select Item group box, select Policy. 2.B Click Next to move to the next page. Business Enterprise Server Help Desk Integration Guide 55

Integrating with HP Service Manager Step 3 Step 4 2.C In the Select Type group box, select the Automation. 2.D Click Next to close the New Items wizard and open the Automation Policy Editor. A default name (for example, Automation_Policy_0) is assigned to the automation policy and it is automatically enabled (that is, it is active). In the Policy Name box, highlight the policy name and type IncidentRecord. In the Conditions drop down list, select the NotifyCriticalAlerts condition so that it is displayed in the On Condition box. Step 5 In the Actions list box, select the ServiceManager action and click >>. Step 6 Step 7 In the Actions Schedule group box, select Delay running Actions until the alert for the Condition is created. Click OK to save the automation policy and close the Automation Policy Editor. Configuring Service Manager for Updates to Business Enterprise Server If you want to synchronise updates from Service Manager to Business Enterprise Server, you must update the templates for the update and close schemas. To Configure Service Manager for Updates Step 1 Start the Service Manager client application to display the Login dialog box. Step 2 Step 3 Log in to the Service Manager using a user ID with administrator privileges: 2.A In the Name box, type a user ID (or use the default falcon). 2.B In the Password box, type the user password (or leave blank for default falcon). 2.C Click OK. Change to edit mode: 3.A From the menu bar, choose View => Command line to display the command line drop down box at the top of the Service Manager window. 3.B In the command line drop down box, type imeditcat and press Enter to display the Please Provide the Requested Information dialog box. 3.C From the Choose Category to edit list box, select Other and click OK. The Please Provide the Requested Information dialog box is closed and the Service Manager window is refreshed and the Category, Formats, and Alerts tabs are displayed. 56 Business Enterprise Server Help Desk Integration Guide

Integrating with HP Service Manager Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Identify the template name for the Update and Close schemas: 4.A Select the Format tab to bring it to the forefront: 4.B Write down the template names Service Manager uses for the Update and Close schemas (for example, problem.template). In the command line drop down box, type fc to change to format control mode. Select a schema for modification: 6.A In the Name box, type one of the template names (for example, problem.template) and press Enter to display the template schema names at the top of the Service Manager window. 6.B Select the close schema name (for example, problem.template.close) and click the Subroutines tab to bring it to the forefront. Type the appropriate values for the selected schema (problem.template.close): 7.A For the first subroutine line, perform the following actions: In the Names box directly under Upd, type true. In the Application box, type axces.write. 7.B For the second subroutine line, in the box, type Could not write close event. 7.C For the third subroutine line, perform the following actions: In the first box, type record. In the second box, type $file. 7.D For the fourth subroutine line: In the left box, type name. In the right box, type pmc. 7.E Click Save or press F4 to save your changes and close the schema. Select the update schema name (for example, problem.template.update) and click the Subroutines tab to bring it to the forefront. Type the appropriate values for the selected schema (problem.template.update): 9.A For the first subroutine line, perform the following actions: In the Names box directly under Upd, type true. In the Application box, type axces.write. 9.B For the second subroutine line, in the box, type Could not write close event. Business Enterprise Server Help Desk Integration Guide 57

Integrating with HP Service Manager Step 10 9.C For the third subroutine line, perform the following actions: In the first box, type record. In the second box, type $file. 9.D For the fourth subroutine line: In the left box, type name. In the right box, type pmu. 9.E Click Save or press F4 to save your changes and close the schema. Close the Service Manager application client. 58 Business Enterprise Server Help Desk Integration Guide

4 1 Integrating with Service Now 4 This chapter provides the instructions on how to install and configure Interlink Software Services Integration for Service Now (hereinafter referred to as Interlink Integration for Service Now) to achieve integration between the Business Enterprise Server and Service Now. Topics included are as follows: Tasks to Install and Configure Interlink Integration for Service Now..............60 Retrieving Interlink Integration for Service Now................................ 61 Installing Interlink Integration for Service Now................................. 61 Modifying the pisn.cfg File..................................................62 Modifying the ird2sn.cfg File................................................65 Configuring the Business Enterprise Server Tomcat and Apache for Service Now...68 Defining Automation for Interlink Integration for Service Now...................70 Configuring Service Now for Integrating with the Business Enterprise Server......77 Business Enterprise Server Help Desk Integration Guide 59

Integrating with Service Now Tasks to Install and Configure Interlink Integration for Service Now Perform the following tasks to install and configure Interlink Integration for Service Now in the Business Enterprise Server environment. Table 14 Tasks to Install and Configure Interlink Integration for Service Now Task Description Go to topic 1 Retrieve the ird and pisn program installation files 2 Install the pisn and ird programs in the Business Enterprise Server environment 3 Modify the pisn.cfg file to define the connection between the Business Enterprise Server and Service Now 4 Modify the ird2sn.cfg file to define the fields to be retrieved and mapped to an incident and the connection between the ird and pisn programs 5 Configure the Business Enterprise Server Tomcat and Apache for Service Now integration 6 Define the automated operation that launches the createincident program 7 Define the integration to the Business Enterprise Server in Service Now Retrieving Interlink Integration for Service Now on page 61 Installing Interlink Integration for Service Now on page 61 Modifying the pisn.cfg File on page 62 Modifying the ird2sn.cfg File on page 65 Configuring the Business Enterprise Server Tomcat and Apache for Service Now on page 68 Defining Automation for Interlink Integration for Service Now on page 70 Configuring Service Now for Integrating with the Business Enterprise Server on page 77 60 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Retrieving Interlink Integration for Service Now Retrieve the pisn version.tar.gz file from either the Interlink web site or from Business Enterprise Server Integrations CD and transfer the file to the Business Enterprise Server and place in a temporary directory. The variable version is the version number of the pisn software (for example, pisn 1.2.tar.gz). Installing Interlink Integration for Service Now Step 1 Step 2 Step 3 Step 4 Uncompress the pisn version.tar.gz file by entering the following command: gzip d temporary_directory/pisn version.tar.gz Where temporary_directory is the directory in which you placed the tar file version is the version number of the integration software Untar the pisn version.tar file by entering the following command: tar xvf temporary_directory/pisn version.tar Change to the directory where the script resides by entering the following command: cd $PPHOME/Integrations/piSN Run the installation script by entering the following command:./install When the installation is complete, the pisn and ird programs are placed in the $PPHOME/Integrations/bin directory pisn.cfg and ird2sn.cfg files are placed in the $PPHOME/cfg directory Note: the $PPHOME/Integration/piSN directory is used for installation purposes only; you can remove the directory after installation and configuration. Business Enterprise Server Help Desk Integration Guide 61

Integrating with Service Now Modifying the pisn.cfg File The pisn.cfg file defines the connection information for the integration between the Business Enterprise Server and Service Now. Figure 11 depicts an example of the pisn.cfg file. Figure 11 Interlink Integration for Service Now Example pisn.cfg File # # BES <-> ServiceNow incident management system integration # # #BES message channel name, default: pisn # McName=piSN # BES EventDaemon connection options # EventDaemonHost=localhost EventDaemonPort=35000 Debugging=true # BES version to which you are connection; valid values are 34 or 35 # BEStype=34 # Socket listener for BES incident request daemon (for new tickets) # IrdServerSocket=38888 # ServiceNow web service connection settings # SNUrl=https://development.service-now.com/u_bes_alert.do?WSDL SNQnameNameSpace=http://www.service-now.com SNQnameLocalPart=ServiceNow_u_bes_alert # The user that is passed to BES from any ServiceNow updates # SNUpdatedBy=ird # ServiceNow web service web authentication credentials # SNUser=Auto Raise SNPass= # Web service authentication credentials need to be added in # tomcat-users.xml: 62 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Figure 11 Interlink Integration for Service Now Example pisn.cfg File (Continued) # # $PPHOME/eScape/tomcat/conf/tomcat-users.xml # # e.g. # <?xml version= 1.0 encoding= utf-8?> # <tomcat-users> # <user username="bes1" password="ilinkuk1" roles="integrationusers"/> # </tomcat-users> # # The below values are passed to the web service message channel monitor # Local web service credentials (from the above) # pisnauthuser=bes1 pisnauthpass=ilinkuk1 To Modify the pisn.cfg File Step 1 On the Business Enterprise Server, open a command window and enter the following command to change to the directory in which the pisn.cfg file is located. Step 2 Step 3 cd $PPHOME/cfg Using a text editor, open the pisn.cfg file. The configuration file parameter format is as follows: Parameter=Value Identify the integration connection information between pisn and Service Now: Table 15 Interlink Integration for Service Now pisn.cfg File Parameters Parameter McName EventDaemonHost Value Name of the Interlink Integration for Service Now message channel The default is pisn. Host name on which the Business Enterprise Server EventDaemon resides The default is localhost. Business Enterprise Server Help Desk Integration Guide 63

Integrating with Service Now Table 15 Interlink Integration for Service Now pisn.cfg File Parameters (Continued) Parameter EventDaemonPort Debugging BEStype irdserversocket SNUrl SNQnameNameSpace SNQnameLocalPart SNUpdatedBy SNUser SNPass Value Port number on the Business Enterprise Server to which pisn connects to the EventDaemon to update underlying alerts with incident information The default is e5000. Value that specifies whether debugging is enabled: true false The default value is true. Version of Business Enterprise Server 34, version 3.4.2 or higher 35, version 3.5.x The default value is 34. Port number on the Business Enterprise Server to which ird connects to send events to the pisn program The default value is 38888. URL of the Service Now endpoint Name of the web service name space The default value is http://www.service now.com. Name of the web service The default value is ServiceNow_u_bes_alert. Name of the user which is passed to the Business Enterprise Server for any Service Now updates The default value is ird. Name of the user to authenticate to Service Now Note: This name will be used when configuring Service Now; see Configuring Service Now for Integrating with the Business Enterprise Server on page 77. Password for the SNuser for authentication Note: This password will be used when configuring Service Now; see Configuring Service Now for Integrating with the Business Enterprise Server on page 77. 64 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Table 15 Interlink Integration for Service Now pisn.cfg File Parameters (Continued) Parameter pisnauthuser pisnauthpass Value Name of user to authenticate web service integration between the Business Enterprise Server and Service Now by way of the SOAP endpoint Note: This name is also defined in the Tomcat users.xml file; see Configuring the Business Enterprise Server Tomcat and Apache for Service Now on page 68. Password of the user to authenticate web service integration by way of the SOAP endpoint Note: This password is also used in the Tomcat users.xml file; see Configuring the Business Enterprise Server Tomcat and Apache for Service Now on page 68. Modifying the ird2sn.cfg File The ird2sn.cfg file specifies how communication is established between the ird and the pisn program and the mapping of alert fields in an underlying alert to Service Now fields. The ird2sn.cfg file is separated into three areas: Location of the pisn program on the Business Enterprise Server and the port to which to connect, the types of alerts to be sent as open or new incidents, and the position of the alertid in the passing of an alert to the ird program Mapping of the fields in underlying alerts to Service Now incident fields Lookup table that enables you to substitute any Business Enterprise Server value with a user defined value Typically the lookup table is used to change values to represent more meaningful information in Service Now; for example, changing the alert severity to match the severity codes defined in Service Now. Figure 12 on page 66 depicts an example of the ird2sn.cfg file. Business Enterprise Server Help Desk Integration Guide 65

Integrating with Service Now Figure 12 Interlink Integration for Service Now Example ird2sn.cfg File # # ird v2.x # # Configuration file for the Incident Record Daemon (ird v2) # to ServiceNow # # Location of the Problem Management System ServerLocation=localhost ServerPort=38888 ISSdebug=1 ISSclose=1 ISSassign=0 ISSnote=1 # # Names and values for the Incident Record System # These are in the parameter=value format, the parameter # is relevant to the problem record System and can be anything. # The value can either be fixed word or number of the argument # passed to the createincident program. # alertid=[alertid] severity=[severity] incidentid=[incidentid] domaintext=[domain] : [text] objectsupport=[_objectsupport] webclient_userid=[webclient_userid] # Lookup table for any field # Format: {name of field}.{value coming from alert}={new value} # # Example: # Alert value: 5 # Field name: severity # Lookup: severity.4 # New value: High # LU:severity.5=1 LU:severity.4=2 LU.severity.3=3 66 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now To Modify the ird2sn.cfg File Step 1 On the Business Enterprise Server, open a command window and enter the following command to change to the directory in which the ird.cfg file is located. Step 2 cd $PPHOME/cfg Using a text editor, open the ird2sn.cfg file. The configuration file parameter format is as follows: Parameter=Value Step 3 Identify the alert types that you want to pass to the Service Now system and the alert fields to be passed in an XML event: Table 16 Interlink Integration for Service Now ird2sn.cfg File Parameters Parameter Value ServerLocation ServerPort ISSdebug ISSclose ISSassign Host name of the Business Enterprise Server on which the ird is installed The default is localhost. Port number on the Business Enterprise Server to which ird connects to send events to the pisn program The default is 38888. Value that specifies whether debugging is enabled: Zero (0) specifies that debugging is enabled One (1) specifies that debugging is disabled The default value is 0. Value that specifies whether a closing alert is sent: Zero (0) specifies that a close alert is sent One (1) specifies that a close alert is not sent The default value is 0. Value that specifies whether an assign alert is sent: Zero (0) specifies that an assign alert is sent One (1) specifies that an assign alert is not sent The default value is 0. Business Enterprise Server Help Desk Integration Guide 67

Integrating with Service Now Table 16 Interlink Integration for Service Now ird2sn.cfg File Parameters (Continued) Parameter Value Step 4 ISSnote incident_field A user defined field that is dependent on the problem management system. Value that specifies whether an alert that is updated with a note is sent Zero (0) specifies that the updated alert is sent One (1) specifies that the updated alert is not sent The default value is 1. Alert field retrieved from the underlying alert; alert fields are enclosed in brackets If retrieving more than one alert field for an incident field, separate each field with a colon (:). If you want to create a lookup table to substitute a Business Enterprise Server value, use the following format to create a lookup table entry: LU:field_name.alert_value=new_value Parameter field_name alert_value new_value Value Name of the incident field in which the alert value is placed Text or numeric value from the alert that is placed in the incident field New text or numeric value that is substituted for the alert value Step 5 Note: You must create a lookup entry for each value from the alert. The example ird2sn.cfg file shows lookup entries that are created for identifying substitute text for the 3 severity values that Business Enterprise Server can place in the severity.code field for an incident. Save the example file as ird2sn.cfg and close the text editor. Configuring the Business Enterprise Server Tomcat and Apache for Service Now Tomcat and Apache are the application and web server that support the Business Service Dashboard. When configuring Tomcat and Apache, you will define the user and role for the integration and specify that the secure socket layer will be imposed for communication. 68 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now To Configure the Business Enterprise Server Tomcat and Apache Step 1 Modify the tomcat users.xml file: Step 2 Step 3 1.A Enter the following command to change to the directory in which the file is located. cd /opt/iss/powerpack/tomcat/conf 1.B Using a text editor, open the tomcat users.xml file. 1.C Add the following line within the <tomcat users></tomcat users> tags: <user username="name" password="password" roles="integrationusers"/> Where: name is the name of the user that will define authentication credentials for the SOAP endpoint password is the password for the SOAP endpoint authentication user 1.D Save the tomcat users.xml file and close the text editor Modify the httpd.conf file: 2.A Enter the following command to change to the directory in which the file is located. cd $PPHOME/eScape/apache/conf 2.B Using a text editor, open the httpd.conf file. 2.C Move to line 429 and uncomment (or remove the hash mark) for the line following line: #Include conf/extra/httpd-ssl.conf 2.D Move to the end of the file and add the following line: JkMount /pisn/* worker1 2.E Save the httpd.conf file and close the text editor. Modify the httpd-ssl.conf file: 3.A Enter the following command to change to the directory in which the file is located. cd $PPHOME/eScape/apache/conf/extra 3.B Using a text editor, open the httpd ssl.conf file. Business Enterprise Server Help Desk Integration Guide 69

Integrating with Service Now Step 4 Step 5 3.C Move to line 74 and set the Business Enterprise Server host name by modifying the following two lines as shown below. <VirtualHost ppwc.int-link.com:443> <ServerName ppwc.int-link.com:443> 3.D Save the httpd ssl.conf file and close the text editor Place a copy of the server.crt and server.key files in the $PPHOME/escape/apache/conf directory. To obtain the.crt and.key files, contact your system administrator of generate self signed certificates. For information on generating self signed certificates, go to http://httpd.apache.org/docs/2.0/ssl/ssl_faq.html#selfcert. Restart the Business Service Dashboard to implement the changes defined for Tomcat and Apache: 5.A Enter the following command to change to the directory containing start and stop commands for the Business Service Dashboard. cd $PPHOME/bin 5.B Enter the following commands to stop and restart the Business Service Dashboard:./ppwcStop./ppwcStart Defining Automation for Interlink Integration for Service Now When you create an automated operation that passes alert information to the createincident program, you must identify the fields to be passed to the program by enclosing each field in brackets. If you are integrating to Business Enterprise Server, Version 3.4, separate each field with a tilde (~) character and include the field that specifies the Business Service Dashboard user name under which the fields are to be passed (for example, [alertid]~[severity]~[webclient_userid) Business Enterprise Server, Version 3.5, identify the parameters to be passed which include the alertid field, the ird2sn.cfg file that specifies the fields to be retrieved, and the Business Service Dashboard user name (for example, a [alertid] c ird2sn.cfg t [webclient_userid] 70 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now When you create an automation policy, identify the fields to be passed to the program by preceding each field with a dollar sign ($). If you are integrating to Business Enterprise Server, Version 3.4, separate each field with a tilde character (for example, $alertid~$severity) Business Enterprise Server, Version 3.5, use the same parameters defined under the automated operation (for example, a $alertid c ird2sn.cfg t $webclient_userid) The createincident program extracts the underlying details, formats the details in XML and passes the details to the ird.queue file. The ird program passes the XML on to the pisn program and an open incident request is made. After the incident is opened and the information is written to the Service Now output where pisn is reading, the incident number is extracted and written to the underlying alerts incidentid token value. A note is also added to the underlying alert giving you the time the incident was created. You can specify that the incidentid token value be displayed in the Alert View window. The incidentid token is a global internal token and exists for all alerts as they are created. For instructions on how to add the incidentid token in Alert View, refer to Selecting Alerts for Display and Automation in the Business Enterprise Server User Guide. Perform the following tasks to create an automated operation that automatically sends alert information to the Service Now product. Table 17 Tasks to Define Automation for Interlink Integration for Service Now To create an Task Description Go to automated operation in Alert View 1 Create an alert selector specifying the alerts that you want sent to Service Now when they arrive in the Business Service Dashboard. 2 Create an automated operation that specifies the execution of the createincident program and passes alert field values. 3 Associate the alert selector to the automated operation. Selecting Alerts for Display and Automation in the Business Enterprise Server User Guide Creating an Example pisnnotify Critical Selector on page 72 Creating an Automated Operation in the Business Enterprise Server User Guide Creating an Example pisn Automated Operation on page 74 Associating an Alert Selector to an Automated Operation in the Business Enterprise Server User Guide Associating the Example pisnnotify Selector to the pisn Automated Operation on page 74 Business Enterprise Server Help Desk Integration Guide 71

Integrating with Service Now Table 17 Tasks to Define Automation for Interlink Integration for Service Now (Continued) To create an Task Description Go to automation policy in SMARTEvm 1 Define the condition that specifies an incident record is sent for messages processed by a message channel. 2 Define an action that executes the createincident program and passes alert field values. 3 Define the automation policy that associates the condition to the action and runs the action after the creation of the alert identifying the condition. Defining a Condition in the Business Enterprise Server Automation Guide Creating an Example Incident Condition on page 75 Defining an Action in the Business Enterprise Server Automation Guide Creating an Example Incident Action on page 76 Defining an Automation Policy in the Business Enterprise Server Automation Guide Creating an Example Incident Record Automation Policy on page 77 Example of an Automated Operation in Alert View The following examples display the steps that you take to create the components for an automated operation. Creating an Example pisnnotify Critical Selector shows the steps that you take to create a selector named pisnnotify. The pisnnotify selector specifies that critical alerts are sent to Service Now System when they arrive in the Business Service Dashboard. Creating an Example pisn Automated Operation on page 74 shows the steps that you take to create the pisn automated operation. The pisn automated operation specifies the execution of the createincident program on the Business Enterprise Server and the alert fields to be passed. Associating the Example pisnnotify Selector to the pisn Automated Operation on page 74 shows the steps that you take to associate the pisnnotify selector to the pisn automated operation. Creating an Example pisnnotify Critical Selector Step 1 Log on to the Business Service Dashboard. Step 2 Step 3 From the Views drop down list, select Alert View and click Go. From the menu bar, choose File => Edit => Selector to open the Selector window. 72 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Step 4 Step 5 Step 6 Step 7 Step 8 Create an expression group: 4.A Click New to open the New Selector Group dialog box. 4.B In the box, type pisnnotify to identify the selector group. 4.C From the drop down list, select AND to be placed between Selector Expression Groups. 4.D Click Save. The pisnnotify group name is displayed in the Selector Expression Group list box. Create a default selector expression: 5.A In the Selector Expression Group list box, select pisnnotify. 5.B In the Fields list box, select severity and click Add. The severity field is placed in the Selection Expression list box at the bottom of the window. Modify the default selector expression: 6.A In the Selection Expression list box, select the severity expression and click Edit. 6.B The comparison operator and value are displayed in the Selection Expression Edit list box. 6.C In the Value box, highlight the percentage sign and type 5. 6.D Click Insert to replace the selector expression in the Selection Expression list box. 6.E From the drop down list, select AND or OR to be placed between selector expressions. 6.F Click Set to save the modified selector expression. Save the selector: 7.A From the menu bar, choose File => Save As to open the Save As dialog box. 7.B In the box, type pisnnotify and click Save. From the menu bar, choose File => Exit to close the Selector window. Business Enterprise Server Help Desk Integration Guide 73

Integrating with Service Now Creating an Example pisn Automated Operation Step 1 From the menu bar in Alert View, choose File => Edit => User AO to open the User AO Editor. Step 2 Step 3 Step 4 In the Program Name box, type the fully qualified path name of the application or script that you want to execute enclosed in double quotation marks (for example, /opt/iss/powerpack/integrations/bin/createincident ). From the Select the program location Local or Remote drop down list, select Remote. In the Parameters box, type the appropriate set of parameters based on the Business Enterprise Server version to which you are using: For Type this 3.4.2 [alertid]~[severity]~[_domain]~[text]~[_objectsupport]~ [webclient_userid] 3.5 a [alertid] c ird2sn.cfg t [webclient_userid] Step 5 Step 6 Step 7 From the menu bar, choose File => Save As to open the Save As dialog box. In the Enter the name to Save As box, type pisn and click Save. From the menu bar, choose File => Exit to close the User AO Editor. Associating the Example pisnnotify Selector to the pisn Automated Operation Step 1 From the menu bar, choose File => Edit = Automation to open the Automation Editor dialog box. Step 2 Step 3 Step 4 Step 5 From the Select Condition drop down list, select pisnnotify. From the Select Action drop down list, select pisn. Click Add Automation to associate the pisnnotify selector to pisn automated operation. Click Save to save the association and close the Automation Editor dialog box. Example of an Automation Policy in SMARTEvm The following examples display the steps that you take to create the components for an automation policy. Creating an Example Incident Condition on page 75 shows the steps that you take to create a condition named NotifyCriticalAlerts. The NotifyCriticalAlerts condition specifies that an incident record is created for any processed message with a severity of critical. 74 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Creating an Example Incident Action on page 76 shows the steps that you take to create an action named ServiceNow. The ServiceNow action starts the createincident program on the Business Enterprise Server and passes alert field values. Creating an Example Incident Record Automation Policy on page 77 shows the steps that you take create an automation policy named IncidentRecord. The IncidentRecord automation policy associates the NotifyCriticalAlerts condition to the ServiceNow action. Creating an Example Incident Condition Step 1 Log on to SMARTEvm. Step 2 Step 3 In the Message Channel pane at the bottom of the window, select Message Channel System. Perform one of the following actions to open the New Items wizard: Step 4 Step 5 Step 6 Step 7 Step 8 From the task bar, click the New Item icon. From the menu bar, choose File => New. In the Select Item group box, select Condition. Click Next to close the New Items wizard and open the Condition Editor. If the Messages tab is not in the forefront, click it to bring it forward. Define the message for the underlying alerts: 7.A From the Field drop down list, select Any Message. 7.B Click Add to move the selection criterion to the Current Selection list box. 7.C Specify the group and rule that recognises the message and creates the alerts. From the Group drop down list, select No Group. From the Rule drop down list, select No Rule. Define the circumstances of the underlying alerts: 8.A Click the Condition tab to bring it to the forefront. 8.B In the Number of Messages drop down list, select Any Message. Note: When you select Any Message, the Time Period and Distinctness options are disabled. 8.C From the Of Severity drop down list, select Critical. Business Enterprise Server Help Desk Integration Guide 75

Integrating with Service Now Step 9 Step 10 Define the condition schedule: 9.A Click the Calendar tab to bring it to the forefront. 9.B In the Daily Start Time box, type the hour and minute (for example, 00:00 for 12 AM). 9.C In the Daily End Time box, type the hour and minute (for example, 23:59 for 11:59 PM). 9.D Click Mon Sun to specify all days in the week. Save the condition and close the Condition Editor: 10.A From the menu bar, choose File => Save As to open the Save As dialog box. 10.B In the Save Condition As box, type NotifyCriticalAlerts. 10.C Click OK. 10.D From the menu bar, choose File => Exit to close the Condition Editor. Creating an Example Incident Action Step 1 Perform one of the following actions to open the New Items wizard: Step 2 Step 3 Step 4 From the task bar, click the New Item icon. From the menu bar, choose File => New. In the Select Item group box, select Action. Click Next to close the New Items wizard and open the Action Editor. Define the action: 4.A In the Action Type group box, select Run Exec. 4.B In the Unix Exec name (full path) box, type createincident. 4.C In the Parameters box, type the appropriate set of parameters based on the Business Enterprise Server version to which you are using: For Type this 3.4.2 $alertid~$severity~$_domain~$text~$_objectsupport~ $webclient_userid 3.5 a [alertid] c ird2sn.cfg t [webclient_userid] 4.D Select the appropriate run options (Run in background and Debug mode). 76 Business Enterprise Server Help Desk Integration Guide

Integrating with Service Now Step 5 Step 6 Save the action: 5.A From the menu bar, choose File => Save As to open the Save As dialog box. 5.B In the Save Action As box, type ServiceNow. 5.C Click OK. From the menu bar, choose File => Exit to close the Action Editor. Creating an Example Incident Record Automation Policy Step 1 Perform one of the following actions to open the New Items wizard: Step 2 Step 3 Step 4 From the task bar, click the New Item icon. From the menu bar, choose File => New. Specify the new item as a new automation policy: 2.A In the Select Item group box, select Policy. 2.B Click Next to move to the next page. 2.C In the Select Type group box, select the Automation. 2.D Click Next to close the New Items wizard and open the Automation Policy Editor. A default name (for example, Automation_Policy_0) is assigned to the automation policy and it is automatically enabled (that is, it is active). In the Policy Name box, highlight the policy name and type IncidentRecord. In the Conditions drop down list, select the NotifyCriticalAlerts condition so that it is displayed in the On Condition box. Step 5 In the Actions list box, select the ServiceNow action and click >>. Step 6 Step 7 In the Actions Schedule group box, select Delay running Actions until the alert for the Condition is created. Click OK to save the automation policy and close the Automation Policy Editor. Configuring Service Now for Integrating with the Business Enterprise Server Step 1 Step 2 Log in to the Service Now web console and select BES Integration. Under BES Integration, select Properties to display the properties that you must define for the integration in the left pane. Business Enterprise Server Help Desk Integration Guide 77

Integrating with Service Now Step 3 Step 4 Step 5 Define the SOAP endpoint as follows: protocol://besip:80/pisn/pisn Where protocol is either http or https BESip is the IP or host name of the Business Enterprise Server (for example, ppwc.int link.com) Define the user name and password for SOAP based on the values that you previously set in the tomcat users.xml file; see Configuring the Business Enterprise Server Tomcat and Apache for Service Now on page 68. Specify SNuser defined in the pisn.cfg file as the user to authenticate to Service Now. Note: The Service Now user password should be set by a Service Now administrator only. 78 Business Enterprise Server Help Desk Integration Guide

Index A alert selector Interlink Software Services Integration for HP Service Manager example 51 Interlink Software Services Integration for Remedy AR System example 20 Interlink Software Services Integration for Service Now example 72 associating selector to automated operation Interlink Software Services Integration for HP Service Manager example 53 Interlink Software Services Integration for Remedy AR System example 21 Interlink Software Services Integration for Service Now example 74 automated incident record creation Interlink Software Services Integration for HP Service Manager automation policy example 55 Interlink Software Services Integration for HP Service Manager incident action example 55 Interlink Software Services Integration for HP Service Manager incident condition example 54 Interlink Software Services Integration for Remedy AR System action example 23 Interlink Software Services Integration for Remedy AR System automation policy example 24 Interlink Software Services Integration for Remedy AR System condition example 22 Interlink Software Services Integration for Service Now automation policy example 77 Interlink Software Services Integration for Service Now incident action example 76 Interlink Software Services Integration for Service Now incident condition example 75 automated operation Interlink Software Services Integration for HP Service Manager example 51 Interlink Software Services Integration for Remedy AR System example 20, 32 Interlink Software Services Integration for Service Now example 72 automation policy incident record creation 22, 53, 74 Interlink Software Services Integration for HP Service Manager example 53 Interlink Software Services Integration for Remedy AR System example 22 Interlink Software Services Integration for Service Now example 74 B BES.cfg file 5, 27 30 BES.cfg file parameter ARServerLocation 28 assignedvalue 29 BES_field 30 closedvalue 29 listenport 29 LookupField 29 password 29 Record_action 30 schema 29 ServerLocation 29 statusfield 29 Business Enterprise Server Help Desk Integration Guide 79

Index user 29 worklog 29 Business Enterprise Server integration problem management 2 C ChangePassword program 4 command ppwcstart 70 ppwcstop 70 condition, saving 23, 55, 76 createincident program 3 6, 11, 19, 49, 50, 70, 71 createincidentwrap.rex program 11 creating, LaunchIncident automated operation 32 D directory /opt/iss/powerpack/tomcat/conf 69 /usr/iss/iiars 4 $PPHOME/cfg 11 $PPHOME/eScape/apache/conf 69 $PPHOME/escape/apache/conf 70 $PPHOME/eScape/apache/conf/extra 69 $PPHOME/eScape/tomcat/webapps 10 $PPLOG 11 $PPWORK/piSC 8, 42 drive:\program Files\Interlink Software Services Ltd\iiARS 4 drive:\program Files\Interlink Software Services Ltd\LaunchIncident 5 F file BES.cfg 5, 27 30 createincident.log 11 httpd.conf 69 httpd ssl.conf 69 iiars.tar 25 iiars.zip 25 ird.cfg 6 8, 15 18 ird.log 11 ird.queue 3 6 ird.sc_example.cfg 42 H ird2sn.cfg 11, 65 68 pisc.cfg 8, 35 41 pisc.cpf 8 pisc.cpf file 42 pisn.cfg 11, 62 65 pisn.log 11 rd.queue 8 tomcat users.xml 69 httpd.conf file 69 httpd ssl.conf file 69 I iiars program 3 4 iiupdate program 4 incidentrecord (ird) program 8, 11, 18 installation Interlink Software Services Integration for HP Service Manager 34 Interlink Software Services Integration for Remedy AR System 14 Interlink Software Services Integration for Service Now 61 integration HP Service Manager 33 Remedy AR System 13 Service Now 59 Interlink Software Services Integration for HP Service Manager alert selector example 51 associating alert selector to automated operation example 53 automated operation example 53 automation policy example 53 components 8 createincident program 6 creating an example automated incident condition 54 creating an example incident action 55 creating an example incident record 55 creating automated operation 49 description 5 example of automated operation in Business Service Dashboard Alert View 51 installation/configuration task list 34 80 Business Enterprise Server Help Desk Integration Guide

Index ird program 8 ird.cfg file 6 8 ird.queue file 6 passing of alerts/actions 5 pisc program 6 8 pisc.cfg file 8 pisc.cpf file 8, 42 ppstart command 42, 49 ppstop command 42, 49 requirements 34 starting and stopping the ird 49 starting and stopping the pisc program 42 Interlink Software Services Integration for Remedy AR System alert selector example 20 associating alert selector to automated operation example 21 automated operation example 21 automation policy example 22 BES.cfg file 5 ChangePassword program 4 CreateIncident program 3 creating automated operation 18 creating Business Enterprise Server synchronisation filter 31 description 2 e mail notification automated operation example 32 example of automated operation in Business Service Dashboard Alert View 20 iiars program 3 4 iiupdate program 4 installation and configuration task list 14 installed components 4 installing in Remedy 25 ird.queue file 3 LaunchIncident program 5 modifying ird.cfg file 15 modifying the BES.cfg file 27 passing of alerts/actions 2 piars program 3 ppstart command 24 requirements 14 starting the ird 24 Interlink Software Services Integration for Service Now alert selector example 72 associating alert selector to automated operation example 74 automated operation example 74 automation policy example 74 components 10 configuring Service Now 77 configuring the Business Enterprise Server Tomcat and Apache 68 creating an example automated incident condition 75 creating an example incident action 76 creating an example incident record 77 creating automated operation 70 description 9 example of automated operation in Business Service Dashboard Alert View 72 identifying mapping of alert field to incident fields 65 installing the integration software 61 ird program 11 modifying the httpd.conf file 69 modifying the httpd ssl.conf file 69 modifying the ird2sn.cfg file 65 modifying the pisn.cfg file 62 modifying the tomcat users.xml file 69 passing of alert data and actions 9 retrieving the integration software 61 tasks to install and configure 60 ird.cfg file 6 8, 15 18 ird.cfg file parameter alertid 17, 48 ISSassign 47 ISSclose 47 ISSdebug 17, 47 ISSnote 48 mcname 18 schema_field 48 ServerLocation 17, 40, 47 ServerPort 17, 47 ird.queue file 3 6 ird.sc_example.cfg 42 ird2sn.cfg file 11, 65 68 ird2sn.cfg file parameter incident_field 68 ISSassign 67 ISSclose 67 ISSdebug 67 ISSnote 68 LU 68 ServerLocation 67 ServerPort 67 Business Enterprise Server Help Desk Integration Guide 81

Index L LaunchIncident program 32 LaunchIncident.exe program 5 M modifying BES.cfg file 27 ird.cfg file 15 pisc.cfg file 36 P piars program 3 pisc program 6 8, 35 36 pisc.cfg file 8, 35 41 pisc.cfg file parameter close_alertid 41 close_comment 41 close_incident 41 close_user 41 ISSdebug 40 listenport 40 open_incident 40 password 40 schema 40 schema_field 41 SCport 40 SCServerLocation 40 sepchar 40 update_alertid 41 update_comment 41 update_incident 41 update_user 41 user 40 pisc.cpf file 8, 42 pisn program 10 pisn.cfg file 11, 62 65 pisn.cfg file parameter BEStype 64 Debugging 64 EventDaemonHost 63 EventDaemonPort 64 irdserversocket 64 McName 63 pisnauthpass 65 pisnauthuser 65 SNPass 64 SNQnameLocalPart 64 SNQnameNameSpace 64 SNUpdatedBy 64 SNUrl 64 SNUser 64 pisn.war web application 10 pisn.war_stop web application 10 problem management 2 program ChangePassword 4 createincident 3 6, 11, 19, 49, 50, 70, 71 createincidentwrap.rex 11 iiars 3 4 iiupdate 4 incidentrecord (ird) 8, 11, 18 LaunchIncident 32 LaunchIncident.exe 5 piars 3 pisc 6 8, 35 36 pisn 10 R Remedy AR System Server versions 14 S starting ird 24, 49 pisc 42 stopping ird 49 pisc 42 system requirements Interlink Software Services Integration for HP Service Manager 34 Interlink Software Services Integration for Remedy AR System 14 T tomcat users.xml file 69 82 Business Enterprise Server Help Desk Integration Guide

Index W web application pisn.war 10 pisn.war_stop 10 Business Enterprise Server Help Desk Integration Guide 83

Index 84 Business Enterprise Server Help Desk Integration Guide