Unicenter NSM Integration for BMC Remedy User Guide
This documentation and any related computer software help programs (hereinafter referred to as the Documentation ) is for the end user s informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Documentation is confidential and proprietary information of CA and protected by the copyright laws of the United States and international treaties. Notwithstanding the foregoing, licensed users may print a reasonable number of copies of the documentation for their own internal use, and may make one copy of the related software as reasonably required for back-up and disaster recovery purposes, provided that all CA copyright notices and legends are affixed to each reproduced copy. Only authorized employees, consultants, or agents of the user who are bound by the provisions of the license for the product are permitted to have access to such copies. The right to print copies of the documentation and to make a copy of the related software is limited to the period during which the applicable license for the Product remains in full force and effect. Should the license terminate for any reason, it shall be the user s responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. EXCEPT AS OTHERWISE STATED IN THE APPLICABLE LICENSE AGREEMENT, TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO THE END USER OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED OF SUCH LOSS OR DAMAGE. The use of any product referenced in the Documentation is governed by the end user s applicable license agreement. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections 12.212, 52.227-14, and 52.227-19(c)(1) - (2) and DFARS Section 252.227-7014(b)(3), as applicable, or their successors. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. Copyright 2007 CA. All rights reserved.
Unicenter NSM Integration for Remedy The Unicenter NSM Integration for Remedy package brings together two powerful technologies to enable better tracking, faster diagnosis and reduced mean-time-to-repair for alerts within your Information Technology environment. By implementing the API functionality of each product to directly access and update their respective database systems, the integration is able to build on the strengths of each product. For example, Remedy trouble tickets can be automatically generated for alerts issued by NSM agents while the NSM Management Command Center (MCC) interface can be used to track Remedy trouble tickets and directly access the alerting node s WorldView object for further trouble determination and diagnosis. The end result is more effective tracking and management of tickets to support a more rapid resolution of the source of those tickets. This document provides information on: What the integration provides How to install the integration package How to use the integration Features The integration package provides the following: Automatic generation of Remedy trouble tickets whenever a critical event message is received in the NSM Event Management Console NSM WorldView object, viewable in either the Management Command Console (MCC) or the legacy 2d map, to enable tracking and management of Remedy tickets Dynamic Business Process View (BPV) with all open Remedy tickets organized by node Launch in context of the Remedy ticket management web application from the Remedy ticket object Display of the alerting host s object from the Remedy ticket object Automatic closure of Remedy ticket when the alerting message is corrected Ability to delete Remedy ticket object for resolved tickets from the WorldView MDB Unicenter NSM Integration for Remedy Page 1
System Requirements In order to implement the integration package, the following prerequisites must be met. Operating System The NSM Remedy integration pack is available for installation under the Windows 2000 and Windows 2003 operating systems. Product Software The integration supports the following product versions: Unicenter NSM r11.1 and above. Note that the integration package must be installed on a Unicenter NSM Event Management server Remedy version 6.0 and above Database The NSM Remedy integration pack will function with any DBMS supported by Unicenter NSM and Remedy. Other requirements The following additional software is required: Perl 5.8 Remedy API 1.6 or higher Unicenter emperl package (available from supportconnect.ca.com) Installation The integration package includes an installation wizard to enable you quickly get your system up and running and ready for use. The wizard performs many of the configuration steps needed to coordinate trouble tickets between Unicenter NSM and Remedy. It also acts as a template for expansion of its capabilities to other technologies. Following is a walk through of the installation wizard. 1. If the installation wizard does not autostart when installing from a CD, execute setup.exe in the root directory. 2. Setup first checks that prerequisites have been satisfied by verifying that Perl, Unicenter NSM and the emperl packages are installed. Unicenter NSM Integration for Remedy Page 2
3. Once the verification completes, the Welcome screen is presented. 4. Click Next to continue 5. Scroll through the End User License Agreement (EULA) and select the I Agree button. This will activate the Next button. 6. Click Next to continue Unicenter NSM Integration for Remedy Page 3
7. When prompted, provide the appropriate information on the Customer Information dialog and click Next to continue: 8. Click Next to accept the default installation path or use the Browse button to select an alternate location. 9. Provide the MDB logical name, user name and password to access the MDB. Execute wvrepsel.exe to display the current MDB logical name. Unicenter NSM Integration for Remedy Page 4
The default user is the nsmadmin user ID but this may be changed if needed, provided the new user ID has the permission to create and delete objects. Click Test mdb connection button to verify that the credentials entered have the necessary access. During installation, the password will be encrypted and stored with the other database access information in the system registry. Note: Use the arsetpsw.exe utility to update the stored password. Click Next to proceed. 10. Provide the Remedy server, schema, user ID and password to access the Remedy database. Unicenter NSM Integration for Remedy Page 5
The user ID you provide must have permission to create and update tickets in the Remedy system. The password will be encrypted and stored with other database access information in the system registry during the install. Note: Use the arsetpsw.exe utility to update the stored password. Click Next to continue. 11. Setup will retrieve a list of fields from the Remedy server and schema specified in the prior dialog. Select the fields list in the drop down combo boxes that correspond to information requested. Click Next to continue. Unicenter NSM Integration for Remedy Page 6
12. Provide the URL for the Remedy web application. This should be the URL that will query the Remedy database for a list of tickets for a host. Replace the specific ticket host address with &address& as shown in the example below. This will cause the WV menu method to substitute the host s address stored in the MDB when the View Tickets menu option is selected. Unicenter NSM Integration for Remedy Page 7
13. When prompted to proceed with the installation, verify that all information is correctly entered and click Next. The installation program will perform the following tasks: Copy files Update the registry with installation information and the encrypted database passwords Create the NSM classes in the MDB Create and activate the Event Management policy to drive the integration 14. Please wait while setup copies files and sets up the environment. Unicenter NSM Integration for Remedy Page 8
15. It is recommended that you select the checkbox to view the README file for latest information regarding this utility. 16. Click Finish to complete the installation. Unicenter NSM Integration for Remedy Page 9
How the Integration Works The Unicenter NSM Integration for Remedy is implemented as Event Management policy. As agent critical messages arrive at the Event Management server, Advanced Event Correlation (AEC) normalizes selected messages into a standard format. This enables any additional messages to be incorporated into the system without adding additional Event Management policy, although the new message template will need to be added to the AEC policy. The Event Management policy is also used to create the Remedy Trouble ticket and WorldView objects. Unicenter NSM Integration for Remedy Page 10
The Remedy Ticket objects display in two areas of the WorldView MCC. First, they appear associated with the host machine issuing the alert. Then, when a dynamic Business Process View (BPV) detects that a ticket object has been created, it is also displayed under ARS Tickets BPV. This provides a convenient, orderly display of tickets to enable management at a system-wide level. Additional options are provided on the right click menu for WorldView objects. The View Host action enables display of the host object in the context of the Remedy web application. From here all of the monitoring and management tools available for the node are readily available. View Tickets launches the Remedy web application in context of the host, thereby enabling direct access to all tickets for the host so they may be updated as needed. Unicenter NSM Integration for Remedy Page 11
Following is an example of a generic Remedy ticket display launched from the View Tickets option; your display will vary depending on the schema you have selected during the installation process. Unicenter NSM Integration for Remedy Page 12
When a message is received correcting the alerting message (warning, normal, ok, or repaired messages), Event Management policy will search for the matching WorldView object, delete it and alter the Remedy ticket status to resolved. Following is shows the ticket now closed in Remedy: Unicenter NSM Integration for Remedy Page 13