CA Service Desk SPECTRUM

Transcription

1 CA Service Desk SPECTRUM Integration Guide Document 5178

2 Notice This documentation (the "Documentation") and related computer software program (the "Software") (hereinafter collectively referred to as the "Product") is for the end user's informational purposes only and is subject to change or withdrawal by CA at any time. This Product may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Product 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 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 Software are permitted to have access to such copies. The right to print copies of the Documentation and to make a copy of the Software is limited to the period during which the 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 Product 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 PRODUCT "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 PRODUCT, 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 this Product and any product referenced in the Documentation is governed by the end user's applicable license agreement. The manufacturer of this Product is CA. This Product is provided with "Restricted Rights." Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (c)(1)(ii), 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.

3 Contents Preface SPECTRUM OneClick Terms Chapter 1: Introducing the CA Service Desk SPECTRUM Integration Overview of Features Integration Details Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration.. 11 Verify Integration System Requirements for SPECTRUM OneClick and Service Desk Servers Set Up and Configure the Service Desk Server Download and Install Integration Components on the Service Desk Server Create a SPECTRUM Contact on the Service Desk Server Create a Service Desk Ticket Template on the Service Desk Server Create a Service Desk Web Services Policy and Problem Type for SPECTRUM Create a Custom Service Desk Notification Method Configure the Service Desk Ticket Notifications OneClick Receives Set Up and Configure the SPECTRUM OneClick Server Configure Communication and Enable Integration on the SPECTRUM OneClick Server Choose SPECTRUM Alarm Types in OneClick for Automatic Ticket Creation Example: Create Service Desk Tickets Automatically for a Single Alarm Type Example: Using Custom Keywords for Service Desk Notifications Customizing Ticket Creation Add a Ticket Creation Rule Chapter 3: Using the CA Service Desk SPECTRUM Integration Manually Submitting Service Desk Tickets from OneClick Console Viewing Service Desk Tickets from OneClick Console Chapter 4: Using SPECTRUM Alarm Notification Manager with Service Desk Service Desk and SANM Overview Best Practices for Automatic Trouble Ticket Creation Using OneClick or SANM Configuring the Alarm Notifier Integration Component for Service Desk Configuring SANM to create Service Desk Tickets Providing Service Desk Ticket Request Number in SDNotifier Output Index

4 Contents 4 CA Service Desk SPECTRUM Integration Guide

5 Preface The CA Service Desk SPECTRUM Integration Guide provides the information you need to install, configure, and use the CA Service Desk SPECTRUM integration. The guide contains the following information: Introducing the CA Service Desk SPECTRUM Integration on page 9 This chapter introduces the features and functionality of the CA Service Desk SPECTRUM integration. Installing and Configuring the CA Service Desk SPECTRUM Integration on page 11 This chapter describes the installation and configuration of the CA Service Desk SPECTRUM integration. Using the CA Service Desk SPECTRUM Integration on page 35 This chapter provides information for using the CA Service Desk SPECTRUM integration. Using SPECTRUM Alarm Notification Manager with Service Desk on page 39 This chapter provides instructions for configuring and using SPECTRUM Alarm Notification Manager (SANM) with the CA Service Desk SPECTRUM Integration. 5

6 Preface Text Conventions The following text conventions are used in this document: Element Convention Used Example Variables (The user supplies a value for the variable.) The directory where you installed SPECTRUM (The user supplies a value for the variable.) Courier and Italic in angle brackets (<>) <$SPECROOT> Type the following: DISPLAY=<workstation name>:0.0 export display Navigate to: <$SPECROOT>/app-defaults Linux, Solaris, and Windows directory paths Unless otherwise noted, directory paths are common to both operating systems, with the exception that slashes (/) should be used in Linux and Solaris paths, and backslashes (\) should be used in Windows paths. <$SPECROOT>/app-defaults on Linux and Solaris is equivalent to <$SPECROOT>\app-defaults on Windows. On-screen text Courier The following line displays: path= /audit User-typed text Courier Type the following path name: C:\ABC\lib\db Cross-references Underlined and hypertextblue See Online Documents on page 6. References to SPECTRUM documents (title and number) Italic SPECTRUM Installation Guide (5136) Document Feedback Please send feedback regarding SPECTRUM documents to the following address: Spectrum-docs@aprisma.com Thank you for helping us improve our documentation. Online Documents SPECTRUM documents are available online at: Check this site for the latest updates and additions. 6 CA Service Desk SPECTRUM Integration Guide

7 SPECTRUM OneClick Terms SPECTRUM OneClick Terms The following table identifies commonly-used SPECTRUM OneClick terms that you should be familiar with prior to reading the chapters in this guide. Landscape SpectroSERVER Distributed SpectroSERVER (DSS) Environment OneClick Web server OneClick Console client The Landscape is the network domain managed by a single SpectroSERVER. The SpectroSERVER is the server responsible for providing network management services such as polling, trap management, notification, data collection, fault management, etc. Also referred to as the Virtual Network Machine (VNM). A Distributed SpectroSERVER (DSS) environment consists of more than one SpectroSERVER. This environment enables management of a large-scale infrastructure. The SpectroSERVERs in this environment may be located within a single physical location or multiple physical locations. The OneClick Web server is the server responsible for moving data between SpectroSERVERs and OneClick clients. The OneClick Console client is a Java JNLP application which provides network operators with a view into the details and health of the network. CA Service Desk SPECTRUM Integration Guide 7

8 Preface 8 CA Service Desk SPECTRUM Integration Guide

9 Chapter 1: Introducing the CA Service Desk SPECTRUM Integration In this chapter Overview of Features Integration Details on page 10 Overview of Features The CA Service Desk SPECTRUM integration provides the following features: Associates SPECTRUM alarms with Service Desk tickets in the following ways: Manually creates tickets when requested by OneClick operators Automatically creates tickets based on alarm type Automatically creates tickets using SPECTRUM Alarm Notification Manager functionality Maintains the consistency of the following information that is shared between a SPECTRUM alarm and its associated Service Desk ticket: Status of alarms and associated tickets Current assignee (troubleshooter) assigned to tickets Provides a link to directly launch a Service Desk view of a particular ticket from within the SPECTRUM OneClick console. 9

10 Chapter 1: Introducing the CA Service Desk SPECTRUM Integration Integration Details Once the integration has been successfully configured, data is shared between SPECTRUM and Service Desk in the following ways: OneClick uses Service Desk Web services to: Create Service Desk tickets Update a particular alarm s assignee (the alarm s assigned troubleshooter) Close tickets Service Desk uses a custom notification that issues HTTP requests to OneClick to: Update the assigned troubleshooter Clear alarms The Service Desk SPECTRUM integration also works with SPECTRUM Alarm Notification Manager to provide automatic ticket creation. You configure SANM automatic ticket creation using SANM Policies. This enables the Administrator to determine which alarms create tickets based on alarm properties such as date, time, alarm severity, alarm cause, IP, and device type. 10 CA Service Desk SPECTRUM Integration Guide

11 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration This chapter provides the procedures to integrate SPECTRUM with Unicenter Service Desk. In this chapter To successfully install and configure the integration of SPECTRUM and Unicenter Service Desk, you must complete the procedures in this chapter in the order that they are presented: 1. Verify Integration System Requirements for SPECTRUM OneClick and Service Desk Servers on page Set Up and Configure the Service Desk Server on page 12 a. Download and Install Integration Components on the Service Desk Server on page 12 b. Create a SPECTRUM Contact on the Service Desk Server on page 16 c. Create a Service Desk Ticket Template on the Service Desk Server on page 17 d. Create a Service Desk Web Services Policy and Problem Type for SPECTRUM on page 17 e. Create a Custom Service Desk Notification Method on page 19 f. Configure the Service Desk Ticket Notifications OneClick Receives on page Set Up and Configure the SPECTRUM OneClick Server on page 22 a. Configure Communication and Enable Integration on the SPECTRUM OneClick Server on page 22 b. Choose SPECTRUM Alarm Types in OneClick for Automatic Ticket Creation on page 23 11

12 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Verify Integration System Requirements for SPECTRUM OneClick and Service Desk Servers Before you begin, verify that your SPECTRUM and CA Service Desk server systems meet the following requirements: SPECTRUM OneClick server version SPECTRUM Release 8.1 or later. This release supports Solaris, Windows, and Linux platforms. Note: The SPECTRUM Service Desk integration is also available with Hot Fix patch H05 or later on SPECTRUM Release 8.0. This release supports Solaris, Windows, and Linux platforms. For SPECTRUM 8.0, SPECTRUM and OneClick have separate installations and separate installation guides. Refer to the SPECTRUM Installation Guide (5136) and the OneClick Installation Guide (5142). For hardware requirements and information about installing SPECTRUM software, refer to the SPECTRUM Installation Guide (5136). CA Service Desk server version Unicenter Service Desk r11 or later. Unicenter releases r11 and r11.1 support Windows and Linux platforms. Unicenter releases r11.2 and later support Windows, Solaris, and Linux platforms. Complete details about Unicenter platform support are available at For information on installing Service Desk software, see the Unicenter Service Desk Implementation Guide. For information on configuring Service Desk software, refer to the Unicenter Service Desk Administrator Guide. Note: To perform the procedures in this guide, you must have administrator-level access privileges to the Service Desk server host machine and the OneClick Web server host machine. You must also be a Service Desk and OneClick administrator user on these machines. Set Up and Configure the Service Desk Server This section describes the procedures required to set up the Service Desk server machine for the integration. Download and Install Integration Components on the Service Desk Server Before you can configure Service Desk and SPECTRUM to communicate with each other, you must first download and install the integration components on your Service Desk server. Do this using one of the following methods, depending on your operating systems: Service Desk Server and OneClick Web Server Use Different Operating Systems on page 13 Service Desk Server and OneClick Web Server Use the Same Operating System on page CA Service Desk SPECTRUM Integration Guide

13 Set Up and Configure the Service Desk Server Service Desk Server and OneClick Web Server Use Different Operating Systems If your Service Desk server uses an operating system that differs from the operating system your OneClick Web Server uses, follow this procedure: 1. Visit to locate a version of the Service Desk integration components appropriate for your Service Desk server machine. 2. Download and save the appropriate version of the integration components for your operating system to the <Service_Desk_Installation_directory>/bin directory on your Service Desk server. 3. After you have saved the version of the integration components to your Service Desk server, go to step 5 on page 14 and follow the instructions for installing and configuring the integration components. Service Desk Server and OneClick Web Server Use the Same Operating System Download the SPECTRUM Service Desk integration components from the SPECTRUM OneClick Web server and install them on the Service Desk server. To download the integration components: 1. From your Service Desk server, navigate to your OneClick Administration page. Web server>/spectrum/admin/index.jsp 2. Click the Service Desk Configuration link in the left panel of the Administration page (as shown in Figure 2-1). Figure 2-1: OneClick Administration Page The Service Desk Configuration administration page opens in the right panel (see Figure 2-2 on page 14). CA Service Desk SPECTRUM Integration Guide 13

14 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Figure 2-2: OneClick Service Desk Configuration Page The Service Desk Configuration administration page provides the following: A link (Integration Components) to download a self-extracting archive file that contains the executable programs necessary to configure the Service Desk part of this integration (step 3). Service Desk server configuration settings. The Service Desk server information and alarm type selection will be completed later in this configuration process. 3. Click the Integration Components link to download the oc_components.exe file. 4. Save the oc_components.exe file to the <Service_Desk_Installation_directory>/bin directory on your Service Desk server. 5. Log in to your Service Desk server host machine and navigate to the <Service_Desk_Installation_directory>/bin directory. 6. In the <Service_Desk_Installation_directory>/bin directory, locate the oc_components.exe file you downloaded. 14 CA Service Desk SPECTRUM Integration Guide

15 Set Up and Configure the Service Desk Server 7. Solaris/Linux: You must run the following command to make the oc_components.exe file executable: chmod 755 oc_components.exe Windows: You should not have to edit the downloaded file s permissions for the file to be executable. 8. Run the oc_components.exe file to extract the following included programs to the <Service_Desk_Installation_directory>/bin directory: OneClickIntegrationSetup(.exe) The SPECTRUM OneClick Integration Setup program. Running this program during the initial configuration process provides the OneClick information used by the integration. NotifyOneClick(.exe) This program transmits information from Service Desk to OneClick. The custom notification that you create during integration configuration ( Create a Custom Service Desk Notification Method on page 19) uses this program to communicate ticket changes from Service Desk to OneClick. 9. Run the <Service_Desk_Installation_directory>/bin/OneClickIntegrationSetup(.exe) configuration program. At each prompt, enter the requested information and press Enter to continue. Table 2-1 describes each prompt and the required information. Table 2-1: SPECTRUM OneClick Service Desk Integration Information OneClick Integration Setup Prompt OneClick Server name?> OneClick Server port?> OneClick Homepage path [default="spectrum"]?> Username?> Password?> Confirm password?> Enable logging? [yes no]> Description Type the hostname of your OneClick Web server machine and press Enter. Type the port of the OneClick Web server and press Enter. If your web server uses port 80, press Enter. If your OneClick main page URL uses the default value of Web server>/spectrum, press Enter. Otherwise, type the correct home page path portion of the OneClick main page URL at this prompt and press Enter. This home page path value is <path> as in the example Web server>/<path>. The default value in OneClick is spectrum. Type the user name of the OneClick Administrator user. This is the SPECTRUM super user user that installed the OneClick Web server. Type the password of the OneClick Administrator user and press Enter. Re-type the password of the OneClick Administrator and press Enter. Type yes to enable logging or type no to disable logging and press Enter. CA recommends that you enable logging only when troubleshooting an integration problem. This is because an active integration can cause the log file to become large. When logging is enabled, the integration creates a file named oc-notification.log in the <Service_Desk_Installation_directory>/bin directory. When enabled, logging writes information about Service Desk notifications to this log file. Information is logged each time the spectrum notification occurs and includes the type of activity and whether or not it was a success. In the case of a failed notification, this log file may contain a possible solution such as an invalid port or that the OneClick Web server is unavailable. CA Service Desk SPECTRUM Integration Guide 15

16 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration OneClick Integration Setup Prompt Close keyword [default="closed"]?> Transfer keyword [default="transfer"]?> Description If you have created customized Service Desk notification messages that do not use the default keyword for Close ( Closed ), specify those custom keywords at this prompt. To use default values press Enter at the prompt without specifying a keyword. If you use custom notification messages for the Close action, type the associated keywords at the prompt. You can specify multiple keywords and they will be searched for sequentially. Keywords are case sensitive. When finished entering keywords, leave the line blank and press Enter. Note: An example of configuring custom Service Desk keywords is given in Example: Using Custom Keywords for Service Desk Notifications on page 29. If you have created customized Service Desk notification messages that do not use the default keyword for Transfer ("Transfer"), specify those custom keywords at this prompt. To use default values press Enter at the prompt without specifying a keyword. If you use custom notification messages for the Transfer action, type the associated keywords at the prompt. You can specify multiple keywords and they will be searched for sequentially. Keywords are case sensitive. When finished entering keywords, leave the line blank and press Enter. When the OneClickIntegrationSetup.exe program finishes, it writes the integration setup information you entered to a configuration file named oc-integration.cfg in the <Service_Desk_Installation_directory>/bin directory. Note: If you need to reconfigure this information at a later time, you can either re-run the OneClickIntegrationSetup.exe program or manually edit values in the <Service_Desk_Installation_directory>/bin/oc-integration.cfg configuration file. Any changes made to this file take effect immediately. No additional restart is required. Create a SPECTRUM Contact on the Service Desk Server For your Service Desk server to communicate with SPECTRUM, you must create a special SPECTRUM contact on the Service Desk server. To create a contact: 1. Navigate to your Service Desk server home page: Desk server>/caisd/pdmweb.exe 2. Select the Service Desk tab. 3. Select File -> New Contact. The Create New Contact window opens. 4. Enter spectrum in both the Last Name and System Login fields. Make sure that you select at least Access Analyst Type to allow tickets to be assigned to the user. 5. Click Save. 16 CA Service Desk SPECTRUM Integration Guide

17 Set Up and Configure the Service Desk Server Create a Service Desk Ticket Template on the Service Desk Server You must create a Service Desk ticket template for new Service Desk tickets created from SPECTRUM alarms. This ticket template specifies the format of Service Desk tickets created from OneClick alarms. To create a SPECTRUM Service Desk ticket template: 1. From the Service Desk server home page, select the Service Desk tab. 2. Select File -> New Issue. The Create New Issue window opens. Note: You can configure Service Desk to use either Issues or Requests as the default ticket type created by OneClick. The procedures in this section refer to Issues. If you want to use Requests instead (which allow you to support Incident and Problem type requests), you must replace all references to Issues with Requests. For example, in this step, replace File -> New Issue with File -> New Request. The example given in Example: Create Service Desk Tickets Automatically for a Single Alarm Type on page 26 uses Requests. 3. In the Create New Issue window, enter spectrum in the Affected End User field. 4. Optional: You can configure the integration to assign all Service Desk tickets created by SPECTRUM to a specific troubleshooter by default. To do this, a. Click the Assignee link. The Analyst List page opens. b. Search for the contact name of the person you want to set as the default troubleshooter. c. Click the link in the Name column of the desired troubleshooter. The troubleshooter is added to the Assignee field as the default. 5. Select the Template tab at the bottom of the Create New Issue page. 6. Enter SPECTRUM_TEMPLATE in the Template Name field. You can optionally enter a description for this template in the Description field. 7. Click Save to save the template. Create a Service Desk Web Services Policy and Problem Type for SPECTRUM You must create a Web Services Policy and problem type for SPECTRUM. This policy controls how Service Desk processes ticket creation requests from SPECTRUM alarms. Service Desk uses the problem type to specify the SPECTRUM_TEMPLATE as the basis for new tickets when Service Desk receives a SPECTRUM alarm. To create the policy and problem type: 1. From the Service Desk server home page, select the Administration tab. 2. In the Administration tab, select Administration -> Web Services Policy -> Policies (as shown in Figure 2-3). CA Service Desk SPECTRUM Integration Guide 17

18 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Figure 2-3: Web Services Access Policy List 3. Click Create New. The Create New Web Services Access Policy window opens. 4. Enter the following information: a. Enter SPECTRUM_POLICY for Symbol. b. Enter SPECTRUM_POLICY for Code. c. Optional: Enter a description for the SPECTRUM policy. d. Click Save. 5. Select the SPECTRUM_POLICY Web Service Policy you created. The Web Services Access Policy Detail window for the SPECTRUM_POLICY opens. 6. Click Edit. 7. Click the Problem Types tab. 8. Click Add A Problem Type. a. In the Symbol field, enter SPECTRUM_PT. b. In the Code field, enter SPECTRUM_PT. c. Check the Default check box. d. In the Ticket Template Type drop down box, select Issue. e. In the Ticket Template Name field, enter SPECTRUM_TEMPLATE. 18 CA Service Desk SPECTRUM Integration Guide

19 Set Up and Configure the Service Desk Server f. Optional: Enter a description for the SPECTRUM Problem Type. g. Click Save and close the window. 9. Click Save in the Policy Detail window. Create a Custom Service Desk Notification Method You must create a Custom Notification Method for Service Desk to send notifications to OneClick. This Custom Notification Method will be responsible for communicating Service Desk ticket changes to OneClick using the NotifyOneClick.exe integration component. To create a custom notification method, follow this procedure: 1. From the Service Desk server home page, select the Administration tab. 2. Expand the Notifications folder and select Notification Methods. The Notification Method List opens. 3. Click Create New. The Create New Notification Method window opens. 4. Enter the following information: a. In the Symbol field, enter SPECTRUM_Notification. b. Specify the Notification method as follows: For Windows: Enter NotifyOneClick.exe for the Notification Method. For Solaris/Linux: Enter the full path to the NotifyOneClick executable such as /opt/ca/servicedesk/bin/notifyoneclick. Note: The executable program must be present in the <Service_Desk_Installation_directory>/bin directory. c. Optional: Enter a description for the Notification Method. Note: Do not select write to file because the integration uses web services instead of reading the information from a file. d. Click Save. Configure the Service Desk Ticket Notifications OneClick Receives Service Desk can send OneClick notifications when a ticket associated with a OneClick alarm changes. These notifications update the ticket s associated alarm in OneClick to reflect changes to the ticket. For example, the Service Desk integration can be configured such that, when a ticket is closed, an automatic ticket closed notification causes OneClick to clear the associated alarm. Similarly, when a ticket has been transferred, a ticket transfer notification causes OneClick to update the troubleshooter information for the associated alarm. These notifications use Service Desk keywords which must match keywords set in the integration for OneClick. Keywords are case-sensitive. By default, the keyword for the close action is Closed and the keyword for the transfer action is Transfer (in both Service Desk and the SPECTRUM integration setup). These keywords can be customized in Service Desk and in the SPECTRUM integration setup. CA Service Desk SPECTRUM Integration Guide 19

20 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration To configure Service Desk notifications for the SPECTRUM integration with Service Desk, complete the procedures in this section in the order they are presented: 1. Enable Notifications for the SPECTRUM Contact on page Enable Service Desk Notifications for Ticket Close on page Enable Service Desk Notifications for Ticket Transfer Actions on page 21. An example of customizing Service Desk keywords is also provided later in this chapter ( Example: Using Custom Keywords for Service Desk Notifications on page 29). This example describes configuring a custom keyword for the Close action after you have completed the OneClick configuration steps described in Set Up and Configure the SPECTRUM OneClick Server on page 22 and enabled the integration. Enable Notifications for the SPECTRUM Contact You must enable Service Desk notifications for the special SPECTRUM contact (spectrum) on the Service Desk server: To enable notifications: 1. From the Service Desk server home page, select the Service Desk tab. 2. Select Search -> Contacts. The Create New Contact window opens. 3. Enter spectrum in the Last Name field and click Search. The Contact List opens. 4. From the contact list, click the spectrum contact. The Contact Detail window for the spectrum contact opens. 5. In the spectrum Contact Detail window, click Edit. 6. Click the Notification tab. 7. For each of the Notifications drop down menu types (Low, Normal, High, and Emergency), select SPECTRUM_Notification for Method. 8. Click Save. Enable Service Desk Notifications for Ticket Close You can configure Service Desk to send a notification to OneClick when a ticket has been closed. A ticket closed notification causes OneClick to clear the associated alarm. To enable Service Desk to send notifications when tickets are closed: 1. From the Service Desk server home page, select the Administration tab. 2. Expand the Notifications folder and select Activity Notifications. The Notification Method List opens. 3. Select the Close activity. The Close Activity Notification Detail window opens. 4. Verify that the Object Type is set to the proper value. By default this field is set to Requests. If you have opted to create Service Desk Issues, make sure that you select Issues. 20 CA Service Desk SPECTRUM Integration Guide

21 Set Up and Configure the Service Desk Server 5. Make the following changes in the Close Activity Notification Detail window: a. Click Edit. b. Click the Message Template tab. c. In the Message Template tab, select Auto Notification. d. Click the Contacts tab. e. Click Update Contacts. The Contact Search window opens. f. In the Contact Search window, click Search. g. In the Notification Recipients Update window, add the spectrum contact from the Contacts list to the Notification Recipients list. h. Click OK. i. In the Close Update Activity Notification window, click Save. j. Close the Close Activity Notification Detail window. Enable Service Desk Notifications for Ticket Transfer Actions Service Desk can notify OneClick when a ticket has been transferred. To configure this, you must enable Service Desk to send notifications to OneClick when a ticket for which there is a SPECTRUM alarm is transferred. To enable Service Desk notifications for ticket transfer: 1. From the Service Desk server home page, select the Administration tab. 2. Expand the Notifications folder and select Activity Notifications. The Notification Method List opens. 3. Select the Transfer activity. The Transfer Activity Notification Detail window opens. 4. Verify that the Object Type is set to the proper value. By default this field is set to Requests. If you have opted to create Service Desk Issues, make sure that you select Issues. 5. Make the following changes in the Transfer Activity Notification Detail window: a. Click Edit. b. Click the Message Template tab. c. In the Message Template tab, select Auto Notification. d. In the Notification Message body, change the assignment information from: "Assigned to: "Assigned e. Click the Contacts tab. f. Click Update Contacts. The Contact Search window opens. g. In the Contact Search window, click Search. CA Service Desk SPECTRUM Integration Guide 21

22 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration h. In the Notification Recipients Update widow, add the spectrum contact to the Notification Recipients list from the Contacts list. i. Click OK. j. In the Transfer Update Activity Notification window, click Save. k. Close the Transfer Activity Notification Detail window. Set Up and Configure the SPECTRUM OneClick Server This section describes the procedures required to set up the SPECTRUM OneClick server machine for the Service Desk integration. Configure Communication and Enable Integration on the SPECTRUM OneClick Server You must configure Service Desk and SPECTRUM to communicate with each other. To configure OneClick to communicate with Service Desk: 1. Navigate to the OneClick Administration page: Web server>/spectrum/admin/index.jsp 2. Click the Service Desk Configuration link from the left panel of the Administration page. The Service Desk Configuration administration page opens. 3. Configure OneClick to connect to a Service Desk server by entering valid values for the fields shown in Figure 2-4 and Table 2-2. Figure 2-4: One Click Service Desk Configuration Page 22 CA Service Desk SPECTRUM Integration Guide

23 Set Up and Configure the SPECTRUM OneClick Server Table 2-2: Enter Service Desk Information Service Desk Information Field Service Desk Server Name Service Desk Server Port Service Desk Admin Username Service Desk Admin Password Description Enter the hostname of your Service Desk server. Enter the HTTP port of your Service Desk server. Enter the user name of the Service Desk server administrator user. Enter the password of the Service Desk server administrator user. Note: OneClick clients that are running when you make configuration changes with this page will not reflect the changes. To resolve this, you must restart any active OneClick clients. If you change to a different Service Desk server, you must restart the tomcat server for the changes to take effect. 4. Click Test to verify the connection between the Service Desk server and OneClick. A successful test displays the following information: Service Desk Configuration Successfully connected to Service Desk web services. To enable the integration, please save your settings. 5. Enable the Service Desk integration by selecting the Service Desk Integration Enabled radio button as shown in Figure Save your configuration by clicking Save. The following message appears: Successfully saved configuration to the service-desk-config.xml file. Choose SPECTRUM Alarm Types in OneClick for Automatic Ticket Creation You can configure the Service Desk integration to automatically create Service Desk trouble tickets when SPECTRUM generates alarms of certain types that you specify. Note: Automatic ticket creation is an optional feature. Operators can instead create all tickets manually by following the instructions in Manually Submitting Service Desk Tickets from OneClick Console on page 36. By default, the integration does not automatically create tickets for any SPECTRUM alarms. To configure SPECTRUM to automatically create Service Desk trouble tickets for alarms: 1. Navigate to your OneClick Administration page: Web server>/spectrum/admin/index.jsp 2. Click the Service Desk Configuration link from the left panel of the Administration page. The Service Desk Configuration administration page opens. CA Service Desk SPECTRUM Integration Guide 23

24 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration 3. Scroll to the bottom of the Service Desk Configuration administration page to the Alarm Types section. The first time you open the Service Desk Configuration administration page and anytime the page s cache time-out of one hour expires, the Loading Alarm Types message is displayed as shown in Figure 2-5. Figure 2-5: Loading Alarm Types 4. After the available alarm types have loaded, the Available Alarm Types section of the Service Desk Configuration administration page displays as shown in Figure 2-6 on page CA Service Desk SPECTRUM Integration Guide

25 Set Up and Configure the SPECTRUM OneClick Server Figure 2-6: Available Alarm Types 5. In the Available Alarm Types section of the Service Desk Configuration administration page, select the alarms for which you want OneClick to create Service Desk tickets and click Add. Note: The first time you do this there may be a significant delay. This delay occurs when all of the probable cause files are loaded for display in the Available Alarm Types section of Service Desk Configuration administration page. To generate Service Desk tickets for all SPECTRUM alarms, select ALL from the Available Alarm Types list and click Add. Note: To make individual alarm type selection easier, enter some text from a desired alarm type into the Filter Text field and click Filter. 6. When you have finished adding alarms from the Available Alarm Types list to the Selected Alarm Types list, click Save. CA Service Desk SPECTRUM Integration Guide 25

26 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Example: Create Service Desk Tickets Automatically for a Single Alarm Type This section describes a simple example of how to configure the integration to automatically create tickets. Figure 2-7 shows that the SPECTRUM alarm type DEVICE HAS STOPPED RESPONDING TO POLLS (0x10009) has been added to the Selected Alarm Types list from the Available Alarm Types list and that this configuration change has been saved. Figure 2-7: Adding to Selected Alarm Types In this example, SPECTRUM alarms of type DEVICE HAS STOPPED RESPONDING TO POLLS (0x10009) generate corresponding Service Desk tickets. Figure 2-8 shows an instance of a SPECTRUM alarm of type 0x1009. Note that the Trouble Ticket ID column contains a link to the Service Desk ticket that was automatically created for this alarm. 26 CA Service Desk SPECTRUM Integration Guide

27 Example: Create Service Desk Tickets Automatically for a Single Alarm Type Figure 2-8: SPECTRUM Alarm with Trouble Ticket ID Click the Trouble Ticket ID link to open the Web login page for your Service Desk server in a browser as shown in Figure 2-9. Figure 2-9: Service Desk Login Page CA Service Desk SPECTRUM Integration Guide 27

28 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration After you log in to your Service Desk server, the Service Desk Request Detail page for the OneClick ticket opens as shown in Figure Figure 2-10: Service Desk Request Detail Page 28 CA Service Desk SPECTRUM Integration Guide

29 Example: Using Custom Keywords for Service Desk Notifications Example: Using Custom Keywords for Service Desk Notifications You can optionally customize the keywords Service Desk uses for notifications of Service Desk ticket actions. Custom keywords are set in Service Desk and must also be configured in the SPECTRUM integration. The following is an example of configuring both Service Desk and OneClick to use Fixed for the custom keyword for the ticket closed action. To use custom keywords for the Close action: 1. From the Service Desk server home page, select the Administration tab. 2. Expand the Notifications folder and select Activity Notifications. The Activity Notification List opens. 3. Select the Close activity. The Close Activity Notification Detail window opens. 4. Make the following changes in the Close Activity Notification Detail window: a. Click Edit. b. Click the Message Template request tab. c. In the Notification Message Title field, edit the value from (for example): Closed to Fixed where Fixed is the keyword you want to use for the ticket closed action. d. Click Save in the Close Update Activity Notification window. e. Close the Close Activity Notification Detail window. 5. Log in to your Service Desk server host machine and navigate to the <Service_Desk_Installation_directory>/bin directory. 6. Change the Close keyword in the SPECTRUM integration using one of the following methods: Run the <Service_Desk_Installation_directory>/bin/OneClickIntegrationSetup(.exe) configuration program and enter Fixed at the Close keyword prompt, Manually edit the value for the Close keyword in the <Service_Desk_Installation_directory>/bin/oc-integration.cfg configuration file to reflect the Fixed keyword for the close action. Important: If the keywords configured in the SPECTRUM integration for the Close and/or Transfer actions do not match the keywords set in the Service Desk Notification Message Title for those actions, closing or transferring Service Desk tickets that are associated with OneClick alarms will not clear or assign (respectively) the alarm to a troubleshooter in OneClick. CA Service Desk SPECTRUM Integration Guide 29

30 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Customizing Ticket Creation Using custom ticket creation rules, you can further extend the functionality of Service Desk tickets created by Alarm Notifier, SANM, or manually through the OneClick interface. By adding additional contacts to Service Desk or additional problem types to the SPECTRUM_POLICY Web Services Policy, tickets created by SPECTRUM can use different templates and/or be assigned to different end users. Setting up custom ticket creation rules can make your integration more efficient by notifying just the right persons needed to respond to an alarm or by applying a template with the right information needed to resolve the issue more quickly. When using custom rules, the problem type or affected end user assigned to a Service Desk ticket is based on one of the following pieces of information sent from SPECTRUM: Alarm attribute Model attribute Model association Note: Service Desk tickets created by SPECTRUM that are not associated with any of the ticket creation rules will use the default problem type (SPECTRUM_PT) and default end user (spectrum) defined for the SPECTRUM_POLICY Web Services Policy. Add a Ticket Creation Rule By editing the ticket configuration file (service-desk-ticket-config.xml), you can customize how Service Desk tickets are created from SPECTRUM. You can add a ticket creation rule based on any attribute of the SPECTRUM alarm, any attribute of the SPECTRUM model, or any association of the SPECTRUM model that is coupled with the ticket. Any attribute of the SPECTRUM alarm, any attribute of the SPECTRUM model, or any association of the SPECTRUM model can have a certain problem type, affected end user, or both, assigned to the ticket in Service Desk. Creating Service Desk tickets based on custom ticket creation rules enhances the Service Desk user's ability to troubleshoot issues. To add ticket creation rules 1. Copy the service-desk-ticket-config.xml and service-desk-ticket-config.xsd files from <SPECROOT>/tomcat/webapps/spectrum/WEB-INF/svdsk/config to <SPECROOT>/custom/ svdsk/config. 2. Open the service-desk-ticket-config.xml file in a text editor. 3. Create a new <sd-ticket> element inside of the <service-desk-ticket-config> element for each rule you want to define, following the instructions provided in the XML file. You can create rules based on the following information: Alarm attribute Model attribute Model association 30 CA Service Desk SPECTRUM Integration Guide

31 Customizing Ticket Creation For each rule, you can specify a problem type, a user ID, or both?at least one of these attributes must be provided for each rule. Note: If an alarm is generated for a model where multiple ticket creation rules can be applied, the rules defined earliest in the XML file will take precedence over the rules that proceed them. 4. Save the file. Your ticket creation rules are added to Service Desk. 5. Click the Reload Ticket Rules button that exists on the OneClick Administration page for the Service Desk Integration. Your custom rules are applied, and Service Desk tickets created from SPECTRUM will use your custom creation rules. Note: If you restart Tomcat, the custom rules will be applied automatically. Examples: Create a Ticket Creation Rule Based on Alarm Attribute The following examples show three ticket creation rules that are based on alarm attribute (alarm code). These examples demonstrate how to specify a problem type, a user ID, and both, respectively. For these examples, the SPECTRUM_MGT_PT is a problem type added to the SPECTRUM_POLICY Web Services Policy, and northeast_it is the system name of a contact in Service Desk. <sd-ticket> <alarm-attribute> <attr-id>0x11f50</attr-id> <!-- attribute ID for alarm code --> <value>0x10701</value> <!-- alarm code attribute value --> </alarm-attribute> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> </sd-ticket> <sd-ticket> <alarm-attribute> <attr-id>0x11f50</attr-id> <!-- attribute ID for alarm code --> <value>0x119d3</value> <!-- alarm code attribute value --> </alarm-attribute> <sd-userid>northeast_it</sd-userid> </sd-ticket> <sd-ticket> <alarm-attribute> <attr-id>0x11f50</attr-id> <!-- attribute ID for alarm code --> <value>0x10306</value> <!-- alarm code attribute value --> </alarm-attribute> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> <sd-userid>northeast_it</sd-userid> </sd-ticket> CA Service Desk SPECTRUM Integration Guide 31

32 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration Examples: Create a Ticket Creation Rule Based on Model Attribute The following examples show three ticket creation rules that are based on model attribute (model handle). These examples demonstrate how to specify a problem type, a user ID, and both, respectively. For these examples, the SPECTRUM_MGT_PT is a problem type added to the SPECTRUM_POLICY Web Services Policy, and northeast_it is the system name of a contact in Service Desk. <sd-ticket> <model-attribute> <attr-id>0x129fa</attr-id> <!-- attribute ID for model handle --> <value>0x1000d5</value> <!-- model handle attribute value --> </model-attribute> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> </sd-ticket> <sd-ticket> <model-attribute> <attr-id>0x129fa</attr-id> <!-- attribute ID for model handle --> <value>0x100012</value> <!-- model handle attribute value --> </model-attribute> <sd-userid>northeast_it</sd-userid> </sd-ticket> <sd-ticket> <model-attribute> <attr-id>0x129fa</attr-id> <!-- attribute ID for model handle --> <value>0x100023</value> <!-- model handle attribute value --> </model-attribute> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> <sd-userid>northeast_it</sd-userid> </sd-ticket> Examples: Create a Ticket Creation Rule Based on Model Association The following examples show three ticket creation rules that are based on model association (models dynamically collected by a global collection named 'switch routers collection', models that are monitored by the service container 'northeast service container', or models connecting to another model named 'northeast firewall'). These examples demonstrate how to specify a problem type, a user ID, and both, respectively. For these examples, the SPECTRUM_MGT_PT is a problem type added to the SPECTRUM_POLICY Web Services Policy, and northeast_it is the system name of a contact in Service Desk. <sd-ticket> <model-association> <relation>0x1003a</relation> <!-- the relation ID for dynamicglobalcollects --> <left-model-name>switch routers collection</left-model-name> <!--model name of lhs--> </model-association> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> </sd-ticket> 32 CA Service Desk SPECTRUM Integration Guide

33 Customizing Ticket Creation <sd-ticket> <model-association> <relation>0x </relation> <!-- the relation ID for SlmMonitors --> <left-model-name>northeast service container</left-model-name> <!--model name of lhs--> </model-association> <sd-userid>northeast_it</sd-userid> </sd-ticket> <sd-ticket> <model-association> <relation>0x10005</relation> <!-- the relation ID for Connects_to --> <right-model-name>northeast firewall</right-model-name> <!--model name of rhs--> </model-association> <sd-problem-type>spectrum_mgt_pt</sd-problem-type> <sd-userid>northeast_it</sd-userid> </sd-ticket> CA Service Desk SPECTRUM Integration Guide 33

34 Chapter 2: Installing and Configuring the CA Service Desk SPECTRUM Integration 34 CA Service Desk SPECTRUM Integration Guide

35 Chapter 3: Using the CA Service Desk SPECTRUM Integration This chapter provides instructions for using the CA Service Desk SPECTRUM Integration. In this chapter Manually Submitting Service Desk Tickets from OneClick Console on page 36 Viewing Service Desk Tickets from OneClick Console on page 37 35

36 Chapter 3: Using the CA Service Desk SPECTRUM Integration Manually Submitting Service Desk Tickets from OneClick Console You can manually create a Service Desk ticket by right-clicking an alarm and selecting Submit Service Desk Ticket. After an alarm has been submitted to Service Desk, you can right-click the alarm and select Service Desk Ticket Information to view the ticket information details in Service Desk. To manually submit a Service Desk ticket from OneClick: 1. In the OneClick Console, right-click an alarm that you want to submit to Service Desk. 2. Select Submit Service Desk Ticket (see Figure 3-1). The ticket is sent to Service Desk and the alarm is updated with the Service Desk Trouble Ticket ID. The ID provides a link from the OneClick alarm back to the ticket in Service Desk. Figure 3-1: Submitting a Service Desk Ticket 36 CA Service Desk SPECTRUM Integration Guide

37 Viewing Service Desk Tickets from OneClick Console Viewing Service Desk Tickets from OneClick Console After a Service Desk ticket is created for a SPECTRUM alarm, you can open the ticket in Service Desk from within OneClick. Alarms associated with Service Desk trouble tickets contain a trouble ticket ID link. Once an alarm has been submitted to Service Desk, you can either click the trouble ticket ID link or right-click the alarm and select Service Desk Ticket Information to view the ticket details. To view a Service Desk ticket from an alarm in OneClick: 1. In the OneClick Console, right-click an alarm that has an associated Service Desk ticket. 2. Select Service Desk Ticket Information. The Service Desk Request Detail window opens for that ticket ID (Figure 3-3 on page 38). You can also view Service Desk tickets by adding the Trouble Ticket ID column to the OneClick Alarms tab view. To view tickets from the Alarms tab: 1. In the OneClick Console, locate an alarm with an existing Service Desk ticket. 2. Configure the OneClick client to display the Trouble Ticket ID column in the Alarms tab view as follows: a. Right-click the top of any column in the Alarms tab to launch the Table Preferences dialog box. b. In the Columns tab of the dialog box, select Trouble Ticket ID. c. Click OK. For more information, see the Customizing Columns section of the OneClick Console User Guide (5130). 3. Click the Trouble Ticket ID of the alarm you are interested in (see Figure 3-2). The Service Desk Request Detail window opens for that ticket ID (Figure 3-3). Figure 3-2: Viewing Ticket Information by Clicking the Trouble Ticket ID CA Service Desk SPECTRUM Integration Guide 37

38 Chapter 3: Using the CA Service Desk SPECTRUM Integration Figure 3-3: Service Desk Request Detail Window 38 CA Service Desk SPECTRUM Integration Guide