EMC ITO Adapter BMC Remedy...troubleshooting the EMC BMC Remedy Adapter software. Audience 2 This...

EMC CorporationCorporate Headquarters:

Hopkinton, MA 01748-9103

1-508-435-1000www.EMC.com

EMC® Ionix™ ITO AdapterBMC Remedy

Version 2.4

Installation and Configuration GuideP/N 300-011-512

REV A01

ii VERIONS 2.4 REV A01 300-011-512

Copyright © 2010 EMC Corporation. All rights reserved.Published June, 2010

EMC believes the information in this publication is accurate as of its publication date. The information issubject to change without notice.

THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” EMC CORPORATION MAKES NOREPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION INTHIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABIL-ITY OR FITNESS FOR A PARTICULAR PURPOSE.

Use, copying, and distribution of any EMC software described in this publication requires an applicablesoftware license.

For the most up-to-date regulatory document for your product line, go to the Technical Documentationand Advisories section on EMC Powerlink.

For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com.All other trademarks used herein are the property of their respective owners.

Table of Contents 1Preface ixAudience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ixOrganization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ixFont conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ixRelated documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x

Introduction 12Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Integration Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Action Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Adapter Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14ITIL Services Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Supported ITIL Object Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Persistence Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Database Acquisition Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Buffer Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Notification Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Acquisition Push . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Acquisition–Event Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Notification Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Custom Parameters for Notification or Acquisition-Event Services . . . . 25

Operations Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About the BMC Remedy Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Supported Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Attachment Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Supported Services 30Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Polling Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Blocking Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE iii

Terminal Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31General Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Event Notification Service (called from the Remedy filter) . . . . . . . . . . . . 32

Discovery Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Operations Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Shared Service Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Incident Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35ITObject Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Configuration Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Problem Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Change Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

System Configuration 40Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Recommended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Minimum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Supported Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Software Installation 42Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Configuring SSL Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Installing a License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Installing the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Start the Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Installing the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Installing the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Running the Adapter Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Executable Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Service Manager Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Installing Adapter Software - UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Installing the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Running the Adapter UNIX Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Manual Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Install the Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Framework Properties 83Properties Editor Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Starting the Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Using the Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Global Framework Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

iv RELEASE 2.4 VERSION: A01 300-011-512

Acquisition monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Automated Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86BMC Remedy Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Remedy Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Configuration 92Create an Adapter User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Create a Remedy Filter to Notify the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Custom Configuration 96Client Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Data Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Object Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96RESTful Client Acquisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Calling the RESTful Client Acquisition from curl . . . . . . . . . . . . . . . . . . . . . . 97SOAP Client Acquisition Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Running on another port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Adapter High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Operations Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Acquisition Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Use the External Database for Multiple Adapters . . . . . . . . . . . . . . . . . . . 101Adapter Failover Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Agent Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Java to Adapter Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Persistence Database Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Removing Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Reclaiming Unused Disk Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Connecting to the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Changing the Database Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Offloading the Acquisition Queue to an External Database . . . . . . . . . 105

Ionix IT Orchestrator Configuration 106Using the ITIL Adapter Plugin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Associated Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Using the Plugin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Adapter API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112API Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Package Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Key Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Service Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113SSL Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Java Code Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE v

Using the URL Agent 118About the Adapter URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Python Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118URL Agent Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Shutting Down and Starting the Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . 119Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Running the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Example Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120URL Agent Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Running the Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Filter Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Example Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Managing the Adapter 126Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Connecting to the Adapter Java Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Starting the Java Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Management Beans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

com.iwave:name=Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128com.iwave:name=AcquisitionQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129com.iwave:name=FrameworkAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Maintenance and Troubleshooting 132Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Log Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Turning on Adapter Logging (Windows) . . . . . . . . . . . . . . . . . . . . . . . . . . . 132URL Agent Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Error Types and Meanings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Recoverable Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Permanent Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Global Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136BMC Remedy Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Re-Installing or Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . 140Re-installing the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Starting and Stopping the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Uninstalling the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . 141

IT Object Model (ITOM) 144Incident Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Configuration Item (CI) Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Problem Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164RFC Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

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Index 178

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE vii

viii RELEASE 2.4 VERSION: A01 300-011-512

Preface 2This manual includes instructions on installing, configuring, and troubleshooting the EMC BMC Remedy Adapter software.

Audience 2

This publication is written for the System Administrator or Engineer responsible for installing and configuring the EMC BMC Remedy Adapter software.

Organization 2

This publication consists of the following chapters:• Introduction• System Configuration• Software Installation• Framework Properties• Using the URL Agent• Custom Configuration• Orchestrator Configuration• Managing the Adapter• Maintenance and Troubleshooting• IT Object Model List (ITOM)• Index

Font conventions 2

• Bold format is used to identify dialog boxes and menu choices. For example: Start > Programs > IonixITO> adapters-2.4

• Courier fixed-width font is used for code elements (Java, HTML) as well as filenames and directories. For example:install_root refers to the directory where the Adapter software is installed, for example

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE ix

l

c:/Program files/install_root/Adapters

• Web addresses are displayed as hyperlinks. For example: http://www.EMC.com

Related documents 2

For more information on EMC software products, refer to the following manuals:• EMC Ionix IT Orchestrator Introduction and Planning Guide - This manua

provides an overview of the Orchestrator architecture and associated applications. It introduces the main components of the IT Orchestrator, Design Studio, Platform and applications.

• EMC Ionix IT Orchestrator Installation and Configuration Guide - This manual provides information on installing the EMC Ionix IT Orchestrator, Design Studio, Platform and associated plugins. Provides an overview on how to install the Orchestrator Studio on Windows and Linux platforms and describes the mechanism for installing the Orchestrator Platform in your managed environment.

• EMC Ionix IT Orchestrator Administration and Operations Guide - This manual identifies the administration tasks required to configure the Ionix IT Orchestrator Platform and describes the log files available for detailed analysis of running solutions.

• EMC Ionix IT Orchestrator Developer Guide -This manual provides an introduction to the Designer Studio and Lifecycle tools that enable you to design Services and Tasks in Orchestrator Studio. The manual identifies the procedures for building Services and Tasks and describes the configuration of the associated properties.

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1Chapter
Introduction 1
Topics covered in this chapter:• Introduction• Adapter Framework• ITIL Services Support• Supported ITIL Object Types• System Architecture• Persistence Database• Web Service Methods

Introduction 1

EMC provides two different types of ITIL Adapters:• Integration Adapters• Action Adapters

Integration Adapters

EMC provides a comprehensive library of IT Service Management (ITSM) integration Adapters. Integration Adapters enable the bi-directional exchange of Incident, Problem, Configuration, Change and Asset information between ITSM applications.

The ITSM applications include:• Service Desk Applications• Enterprise Management Systems• CMDB and Asset Management Systems• Database Management Systems

Figure 1-1 illustrates a high-level view of the end-to-end, bi-directional process. In this process, the new/modified Incident Record goes from the endpoint application to the remote vendor application.

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE 12

INTRODUCTION

EMC provides for two-way integrations allowing this process flow to move in either direction. An Adapter is required on each endpoint as each application has a customized API. Integrations can be performed for multiple applications; integrations are not limited to two.

Figure 1-1 High-Level Integration Overview

Action Adapters

Action Adapters allow you to quickly create integration Adapters for ITSM applications without resorting to programming. EMC provides the following Action Adapters, which can be installed with other Integration Adapters:• Command Line Adapter• Reverse Proxy Adapter• SQL Proxy Adapter

Command Line Adapter

The Command Line Adapter allows remote execution of command line processes on the machine where the Adapter is installed. Commands can be executed using the Command Line Web Service.

Reverse Proxy Adapter

The Reverse Proxy Adapter can be used by customers who may need to put their service desk application on the public internet. The Reverse Proxy Adapter can be used to provide a layer of indirection between the Ionix IT Orchestrator and the service desk. The proxy can provide security (HTTPS) and authentication (HTTP Basic Authentication) without needing to set up these configurations on the service desk.

SQL Proxy Adapter

The SQL Adapter allows remote execution of SQL queries on the Adapter system. This allows the Ionix IT Orchestrator to effectively query a database that is only accessible through the public internet. The Adapter can secure the

13 VERSION 2.4 REV A01 300-011-512

ADAPTER FRAMEWORK

communication and provide the actual access to the database. To utilize the SQL Proxy Adapter, you must configure the Adapter to point to the database you wish to use.

Adapter Framework 1

The EMC Adapter Framework is a Java 6 application. The Adapter Framework manages communication between the EMC Adapter and consumers (including EMC Ionix IT Orchestrator). The EMC Adapter interfaces with the ITSM application’s API and is therefore restricted by the limitations of that API. • For some ITSM applications, the EMC Adapter must run on the same machine

as the ITSM application itself. • For other ITSM applications that support remote APIs, the Adapter may run on

a separate machine.


ITIL SERVICES SUPPORT

ITIL Services Support 1

EMC Adapters support the Information Technology Infrastructure Library (ITIL) service silos as illustrated in Figure 1-2. The ITIL is a set of best practice standards for Information Technology Service Management (ITSM) and has become the worldwide standard in service management.• Incident Management - needs configuration (CI) dependency information

and determines a correlation of incidents and creates a problem report.• Problem Management - needs all Incident reports related to a problem.

Determines the root cause and determines if an RFC needs to be created from specific CIs.

• Asset Management (Financial) - determines the following:— If a new CI needs to be added to the Configuration Management

system.— If an RFC is needed for the Change Management system.— If a Service Desk task needs to be created to provision and model the

new asset in the Configuration Management system.• Event Management - generates events and alerts.

Figure 1-2 EMC ITIL Service Silos and Objects

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SUPPORTED ITIL OBJECT TYPES

Supported ITIL Object Types 1

Each transaction record has an associated object type. This may either be a built in object type (i.e., Incident) or it may be a custom type. When an item is added into the Acquisition Queue, a specified object type or an object class is used:• If the object type is specified, then that type is used. • If no object type is specified, the type of the object class is used.

Note: Not all Adapters support all objects.

The EMC Adapter may include the following built in object types:• Incident Object - includes the Incident object in the Incident Management

Service silo. The primary difference between an Incident object and an ITObject object lies in the schema. The Incident has a predetermined schema allowing all adapters to map information into common predetermined data elements, whereas the ‘ITObject’ is completely generic and all data is stored as native data.

• Problem Object - includes the Problem object type for Problem Management.

• Change Object - includes the Change object type for Change Management. This object is also known as a Request for Change (RFC).

• CI Object - includes the CI (Configuration Item) object type for Configuration Management. This provides configuration information from a CMDB.

• Event Object – includes the Event object type for Event Management.• IT Object – includes the generic objects correlating back to the endpoint

application forms that may not have any relationship to the ITIL processes. ITObject Services are used in cases where customers have created their own representation of the Incident via custom forms or have developed custom forms representing data needed to integrate between applications.


SYSTEM ARCHITECTURE

System Architecture 1

The EMC Adapter translates information from an Endpoint Application for input into a remote vendor application (and vice versa). The translation process includes the following Adapter software components identified in Figure 1-3: • Persistence Database• Web Service Methods:

— Operations Service— Acquisition Service

– Acquisition-Event Service— Notification Service

Figure 1-3 EMC Adapter System Architecture

EMC Ionix ITO

EMC Ionix ITOAdapter

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PERSISTENCE DATABASE

Persistence Database 1

The Persistence Database is an open source, relational Apache Derby database that holds transactions in the order that they are received. Once data is received, it is assigned a transaction number and stored in the Acquisition Queue. This is necessary to ensure that each application in the integration has proper data synchronization.

The Acquisition Queue consists of two areas: • Database Acquisition Queue• Buffer Queue

Database Acquisition Queue

Each time an incident is created, modified, or closed in the Endpoint Application, the change is captured as a transaction. This transaction data is stored in the Database Acquisition Queue, which is periodically polled by the EMC Ionix IT Orchestrator. When polled, the transaction data is packaged into an XML document and sent to the Ionix IT Orchestrator via HTTP/HTTPS. The Ionix IT Orchestrator processes the transaction via its workflows and provides the data to the Operations Service of one or more remote Adapters to facilitate platform integration.

After the transaction is successfully processed, the Ionix IT Orchestrator acknowledges the transaction in the queue, so it can be removed. The Ionix IT Orchestrator can optionally acknowledge the transaction as errors based on workflow thresholds. Transactions acknowledged as “complete” or “errors” are no longer available when polled.

Buffer Queue

The Buffer Queue stores records on disk until there is room in the database for them. This allows the Adapter to perform more effectively with larger loads. Instead of records going into the database directly, they are stored to the file system when the number of database records exceeds the configuration option acquisition.bufferqueue.limit (default 200).

The Buffer Queue stores records waiting to be put in the database in the data/queue/buffer directory. When the buffer is active, it starts a background thread to push data into the database. Order of the records is maintained. The files in the directory should not be modified while the adapter is running.

This also provides a store-forward like capability for the Adapters similar to the agents. If the database is down, the Buffer Queue is also engaged


WEB SERVICE METHODS

Web Service Methods 1

EMC Adapters handle communication with the actual ITSM Endpoint Application. EMC Adapters provide a common set of Web Services methods:• Acquisition Service - acquire transaction information from the ITSM

applications.• Operational Service - create, update, or search and retrieve information

within the ITSM applications.

EMC Adapter Acquisition and Operational Services are consumed by processes running in the EMC Ionix IT Orchestrator.

Notification Agent

The majority of the EMC Ionix IT Orchestrator Adapters require an Agent to send notifications to the Adapter from the Endpoint Application.

The BMC Remedy and Atrium adapter uses the URL Agent to send notifications. For more information on the URL Agent, refer to “Using the URL Agent” on page 9-118.

Figure 1-4 Adapter Web Service Methods

EMCIonix ITO

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ACQUISITION SERVICE

Acquisition Service 1

The Acquisition Service provides access to objects that have changed in endpoint applications. All of the data is stored in a Persistence Queue. Acquisition is the process that allows the Adapter to react to the creation, modification, or closure of an incident and place that information into the Persistence Database queue. The EMC Ionix IT Orchestrator polls the transactions from the Persistence Database queue. Then the Ionix IT Orchestrator processes and sends the transactions to the target application(s).

The same Acquisition Service is used for all object types and polling can be restricted to certain object types.

Process Flow

Figure 1-5 displays a detailed architectural view and Acquisition process flow for the EMC Adapter. This process allows the EMC Ionix IT Orchestrator to receive and manage transaction data stored in the Persistence Database queue.

The process consists of the following steps:1. The Ionix IT Orchestrator sends a Transaction Management request to the

Acquisition Service.2. The Acquisition Service queries the Persistence Database queue for

transaction data.3. The Persistence Database sends the transaction back upstream to the Ionix IT

Orchestrator.Figure 1-5 Acquisitions Process Flow

EMC Ionix ITO



ACQUISITION SERVICE

Acquisition Push

The Acquisition Push mechanism provides lifecycle management of adapter queue transactions. It allows the workflow developer to write workflows to handle transactions only. The Acquisition Push mechanism handles the following functions: • Performs the polling operations. It polls in groups of 50 at a time, which it can

execute in parallel. Only one thread performs polling. • Allows a configurable number of threads to be used to process transactions. • Performs a complete operation when a workflow successfully executes. • Performs a retry if it cannot connect to Ionix IT Orchestrator or if there is an

error. Has a configurable number of retries (defaults to 60). If the retries count is exceeded, the transaction is put into a resolvable error state.

• Automatically notifies the Monitoring Server of errors that occur and logs the errors.

• Allows the workflow creator to optionally use blocking or error functionality manually. This allows for using this mechanism for simple processes but gives the full acquisition service capability where required.

• If Ionix IT Orchestrator is detected to be down (planned or otherwise), the mechanism will wait for Ionix IT Orchestrator service to return rather than continually generating errors.

Terminology

• Buckets - The acquisition push mechanism uses the concept of 'buckets' to parallelize processing. A blocking key is the unique combination of 'serviceId', 'objectType' and 'objectId'. This is used as the criteria for blocking on the acquisition queue. The push mechanism takes results of a poll and breaks it up into separate groups known as buckets. One bucket is created for each blocking key in the poll. If all records are for unique IDs in the endpoint application, then each bucket will have only one record in it. All buckets can be processed independent of other buckets.

• Side Effects - The acquisition push mechanism analyzes the 'side effects' of processing. The Acquisition Push will look at a transaction status and blocking to determine if it is safe to process other transactions in the same bucket. If it determines that is not safe, then it will not do further processing on the same bucket. Side effects are determined as follows: Safe to process in same bucket:— Complete: Will not be present on the queue. Get will fail. — Error: Will not show as 'Blocked'. Not Safe to process in same bucket: — Retry: Will show with transaction status of 'Poll'. — Resolvable Error: Will show as 'Blocked' — Blocked: Will show as 'Blocked'

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ACQUISITION SERVICE

Performance

This mechanism has been optimized to perform handling of adapter queue data the best. • It only uses a single thread for polling. This reduces the idle time load on the

adapters. One problem with Ionix IT Orchestrator polling is having so many jobs continuously hitting the adapters with poll calls.

• Worker threads are used to perform simultaneous processing. Separate jobs do not need to fire on a repeat interval. When there is work in the queue to be done, it can keep all worker threads active.

• All adapter calls are handled internally and do not need to go over the wire (web services). Transactions are only pushed when they are to be run.

Acquisition–Event Service

The Acquisition-Event service is used for event mode Acquisition in conjunction with the Agent. This service receives an HTTP post on a specific URL.

The content of the post is in the format of the “Data” object. This data is mapped using a mapping script provided to the ITOM format and then is added to the acquisition queue.

Acquisition–Event Service Process Flow

Figure 1-6 illustrates the Acquisition–Event process flow for the Adapter. This process posts all the changed data to the Adapter.

The process consists of the following steps:1. The Endpoint Application sends record information to the Agent.2. The Agent sends the record information to the Acquisition-Event Service.3. The Acquisition-Event Service translates the record information into the IT

Object Model.4. The Object data is placed into the Persistence Database queue and is available

to the Acquisition Service.


ACQUISITION SERVICE

Figure 1-6 Acquisition-Event Process Flow


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ACQUISITION SERVICE

Notification Service

The Notification Service is a RESTful service that notifies the Adapter when a particular object in the Endpoint Application has been added or changed. The notification happens by performing a POST to a specific URL (configured with each Adapter) typically by the Adapter Agent. The Notification system uses the Operational Service's get method to retrieve the object and put it into the Acquisition Queue. The Notification Service may also pass the object type to the Acquisition Queue.

The ITObject can support multiple object types from different forms. An optional parameter may be specified on the URL to the service that can indicate the object type. This is stored in an extra parameter in the Acquisition Queue called objectType.

For example, to specify the object type, use a URL in the following format:

http://localhost:9080/services/notification/{adapter}/itobject/{objectType}/{id}

Where:

• {adapter} = Adapter name. • {objectType} = desired object type for the parameter (i.e., event)• {id} = the incident record ID

When the Notification Service performs the request to retrieve the data for the id, it uses the Operations Service. For the ITObjectService, a table parameter is required that defines the “form”, “table”, “object class” or “object type”. This {objectType} specified on the URL is mapped to this table parameter in the service.

Process Flow

Figure 1-7 displays a detailed architectural view and Notification Service process flow for the EMC Ionix IT Orchestrator Adapter. This process informs the Adapter when incidents are changed or created on the endpoint application.

The process consists of the following steps:1. The Endpoint Application sends a new or modified Incident Record ID to the

Adapter Agent.2. In response, the Agent sends the ID to the Adapter Notification Service.3. The Notification Service forwards the ID to the Operations Service.4. The Operations Service sends the ID and a “get” request to the API Interface.5. The Endpoint Application sends the ID in a “get” method call on the Endpoint

Application API. The API Interface receives the Endpoint Application response, which contains all of the Incident Record information.

6. The translated incident transaction data is placed into the Persistence Database queue.


ACQUISITION SERVICE

Figure 1-7 Notification Services Process Flow

Custom Parameters for Notification or AcquisitionEvent Services

The following parameters can be added to the Notification or Acquisition-Event services to influence how a transaction is placed in the Acquisition Queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type. • iwave.request.type - This parameter sets the

TransactionRecord.requestType to the value specified. • iwave.real.objectId - This parameter sets the

TransactionRecord.objectId to the value specified. This is used to override the default that uses the actual object's identifier. This is useful when a staging form is used for the record but blocking is needed based on the real objectId.

• iwave.overrides.objectType - This parameter sets the TransactionRecord.objectType to the value specified. This is used to override the default that uses the actual object's type. This is useful to define partner's object types.

• iwave.overrides.serviceId - This parameter sets the TransactionRecord.serviceId to the value specified. This is used to override the default that uses the actual object's service identifier. This is useful to set custom partner IDs.

• iwave.create.date - This parameter sets the TransactionRecord.createDate to the value specified. This must be in the XML date format as if the date-field is used however this must be a string-field for agent compatibility. The create date normally is set at the time the item enters the queue. This allows setting this date from the agent call.


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OPERATIONS WEB SERVICE

Operations Web Service 1

An operation constitutes the process of pushing, getting, and finding data from a remote application. For example, when an incident is created, modified or closed in an application that is integrated with an endpoint application, the modified information is placed into the endpoint application. This operation effectively synchronizes an application’s data with its remote counterpart.

Process Flow

The process consists of the following steps:1. The Ionix IT Orchestrator calls the Operations Service methods to interact with

the Endpoint application’s API.2. Operations Service translates the record information from the IT Object Model

to the Endpoint application’s native record format. The native record information is sent to the Endpoint application through the API.

3. The API Interface inserts the data into the Endpoint application.4. The results from the API are translated back into the IT Object Model and

returned from the web service call.Figure 1-8 Operations Process Flow

EMC Ionix ITO Adapter



ABOUT THE BMC REMEDY ADAPTER

About the BMC Remedy Adapter 1

Inbound integration into Remedy (Operations) is done using the Remedy ARS Java API. Integration into the Atrium CMDB uses the CMDB Java API. These APIs allow getting data from the system, performing queries, creates and updates.

Outbound integration from Remedy (Acquisition) is done using Remedy filters. A filter is added against the Remedy forms that need to be monitored. When changes occur, a notification calls the URL Agent executable to notify the BMC Remedy Adapter of the event. The BMC Remedy Adapter retrieves any relevant information for the change using the Java API.

Supported Objects

When a Remedy form has a properly configured filter that calls the EMC URL Agent, all Incidents created or modified by that form are sent to the EMC Notification Service. This causes the Adapter to collect the Incident data.

The BMC Remedy Adapter supports two types of objects: Incident and ITObject. Each is handled differently when transformed into a transaction.

Incident Object

Once collected, the Remedy data is mapped into an EMC transaction data format called EMC Transaction Object Model (ITOM). Since data on various vendor applications (such as Remedy) do not match, data from each is mapped into this standard form for transport and workflow orchestration. Once received on the other end of the integration, the data is mapped from ITOM into that application’s native form. This standard mapping allows out-of-the-box (OOB) workflow integrations between Remedy and other applications.

ITObject

The ITObject allows for any generic form to be used. It only maps the Incident Identifier; all other data is mapped as an Extended Field. Extended fields simply collect the field name into a string and the data value into an appropriate data type, such as integer. Since there are no standard mappings, as with the Incident Object, the orchestration workflows must be custom built in Ionix IT Orchestrator to facilitate integrations.

Attachment Support

Starting with Release 2.1, attachments are supported for BMC Remedy. Generic forms use the binary-field to create an attachment. The attachment-reference-field is used to get a reference to the attachments. Attachments are retrieved through the ITObjectService.getAttachments().

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In Remedy ARS, attachments are supported in a special field type. There are actually two fields related to attachments: • Attachment Field – This is the basic attachment field. It supports setting the

attachment data and name. • Attachment Pool – Group or list of attachments. This is a container for multiple

attachment fields. To add an additional attachment here a new attachment field must be added to the form.

For the ITSM applications, attachments are associated with work logs. Each work log may have up to three attachments associated with it.

The adapter should be able to retrieve an attachment from Remedy of any size. The data can be retrieved as a file and streamed back to the web service without loading it all into memory.

The adapter can only create attachments that can be fit into memory at one time. This is a limitation on the Remedy API.

ITSM Applications

For the core ITSM Application forms, attachments are supported on IT Operational Services. Incident, Problem and Change services all support attachments in Remedy.

Remedy handles attachments related to work logs rather than having them directly on the Incident, Change or Problem objects. This is due to the limitation in Remedy where you can only have the number of attachments on a record as you have attachment fields. This gets around that limitation by allows multiple worklogs and essentially as many attachments as you want by continuously adding work logs.

The attachments should be associated with the main object itself such as the Incident Report. This is how the object model is built since it makes the most sense from the user perspective. This has a few consequences for the Remedy implementation. • Getting Attachments – When you get attachments, it essentially needs to pull

all attachments from all worklogs. The attachments returned for the Incident, Problem or Change are actually those on the worklogs it relates to.

• Creating Attachments – Creating an attachment requires creating a worklog. Each attachment that is created will create worklog. This means that if logs are being integrated bi-directionally, a log may be created in the remote system that only indicates an attachment was created.



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2Chapter
Supported Services 2
This section identifies the supported Adapter Services:• Acquisition Service Methods• Discovery Service

Acquisition Service 2

The following services are made available to the EMC Ionix IT Orchestrator through the EMC Adapter’s Acquisition Service:• Polling Methods• Blocking Methods• Terminal Methods• General Methods

WSDL

The Acquisition Services are used to access the Adapter acquired messages on a queue. The following is the WSDL URL for the Acquisition Service:https://localhost:9443/services/AcquisitionService?wsdl

Polling Methods

While in the Acquisition Queue, transactions are assigned a polling status:• Poll - indicates the transaction has no related transactions that are Blocking

and it is available for polling. Related transactions are defined as those with the same objectType, serviceId and objectId (see the getRelated operation).

• Pending - indicates records that have been polled and are currently being processed.

• Error - indicates records that have been polled, processed and contain errors.

The following are the supported polling methods:• poll(objectType, maxResults) - Polls the acquisition service for

transactions with the given object type. The maximum number of records


ACQUISITION SERVICE

returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollAny(maxResults) - Polls the acquisition service for transactions. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollByService(serviceId, objectType, maxResults) - Polls the acquisition service for transactions with the given service ID and object type. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

Blocking Methods

A blocking transaction is a transaction that is currently being processed by an instance. A blocking transaction record prevents other related records from being polled. Blocking Methods are used to identify if the transaction is blocking (TRUE) or non -blocking (FALSE). If the transaction is blocking, the blockType is identified as either Pending or Asynchronous.• block(id, message, blockType) - Sets the transaction as Blocking

and sets the blockType. Since polling automatically sets the blocking flag as TRUE, most of the time this method will just set the blocking type.

• unblock(id, message) - Sets the transaction as non-blocking. (Blocking = false)

Terminal Methods

Terminal Methods are called to signal the end of Ionix IT Orchestrator processing on a record.

• complete(id) - Acknowledges a transaction and deletes it. This used to be called acknowledgeComplete. acknowledgeList will be removed as transactions are generally handled sequentially.

• retry(id, message) - Sets the status to Poll and unblocks the transaction. This can be used to resolve and retry errors or to retry something that was polled.

• resolvableError(id, message) - Sets the status to Error and ensures that the transaction is Blocking. This is used instead of acknowledgeError. The blocking is preserved to prevent data corruption. This block type is set to Error.

• error(id, message) - Sets the status to error and unblocks. This is used for final errors that were never retried. By using this method, the user allows other related transactions to be processed. Use this method with caution.

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ACQUISITION SERVICE

General Methods

General Methods are called to get and return transaction and blocking results.• getBlocking(maxResults) - Gets all transactions in the Blocked state.• getBlockingFor(maxResults, blockType, seconds) - Gets all

transactions in the blocked state for a number of seconds. This can be used for auditing asynchronous transactions.

• getTransaction(id) - Gets the specified transaction.• count(id) - Returns the total count of available transactions and error

transactions in the Persistence Queue.• countErrors(id) - Gets the total number of records that are in the Error

state in the Acquisition Queue. Similar to count() but for errors.• getErrors(maxResults) - Gets all transactions with the Error Status.• getRelated(id) - Gets a list of all transactions that are related to this

transaction. Related transactions are defined as ones that have the same objectType, serviceId and objectId. This is useful to get any transactions that are related to a transaction that is blocking.

Table 2-1 identifies the formats and descriptions of the method input variables.

Event Notification Service (called from the Remedy filter)

The BMC Remedy adapter's acquisition is based on the Agent Notification mechanism. The following denotes the services that should be used for notification:• http://localhost:9080/services/notification/remedy/incident/$Incident Number$

Table 2-1 Acquisition Service Method Input Descriptions

Inputs Format Description

blocktype string This field defines the type, category, tag or state associated with the block.

id Integer Identifies the transaction ID.

maxResults Integer Identifies the maximum number of items to poll. (Default =1)

message String Text string identifying the method message.

objectType String Case sensitive ITIL Object Type (Change, CI, Problem, and Event, Incident or ITObject).

seconds Integer Identifies the number of seconds.

serviceId String Case sensitive Service ID.


DISCOVERY SERVICE

• http://localhost:9080/services/notification/remedy/configuration/$ClassId$~$InstanceId$

• http://localhost:9080/services/notification/remedy/problem/$Problem Investigation ID$

• http://localhost:9080/services/notification/remedy/change/$Infrastructure Change ID$

• http://localhost:9080/services/notification/remedy/itobject/FORMNAME/$IncidentNumber$

Note: For configuration items, a synthesized identifier is used. This iscomposed of the class ID and the instance ID. These fields areseparated by a tilde (~) character in the URL.

Discovery Service 2

The discovery service allows you to see what web services are deployed on the adapters framework. This will list all adapter web services, Monitoring Server services and any RESTful HTTP services. The Discovery Service information can be accessed in two different ways:• through a SOAP Web Service• through a standard HTTP GET

WSDL

The following are the WSDL locations for the Discovery Service:• For SOAP:

https://localhost:9443/services/DiscoveryService?wsdl • For HTTP GET:

https://localhost:9443/services/discovery

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OPERATIONS WEB SERVICE METHODS

Operations Web Service Methods 2

The BMC Remedy and Atrium Adapter utilizes the following Operations Web Services:• Shared Service Operations• Incident Service• ITObject Service• Configuration Service• Problem Service

Shared Service Operations

Core Methods

These are the core methods available on most of the services.

Relationship Methods

These methods manage relationships between the object defined and other objects in the endpoint application.

Log Methods

These methods provided access to modifying logs. Logs are returned as references and should be retrieved and modified by these operations. Log

Table 2-2 Shared Services - Core Methods

Event Description/Notes

get(identifier) Gets the object with the identifier provided.

find(query (IncidentID)) Finds the object with the endpoint application query specified.

create(Object) Creates the object in the endpoint application.

update(Object) Updates the object in the endpoint application.

Table 2-3 Relationship Methods


relate(identifier, reference) Relates the object reference specified to the identifier of the object to refer to it.

unrelate(identifier, reference) Removes the relationship between the object represented by the identifier and the reference.



identifiers are retrieved through the object models for the various object types as object references.

Attachment Methods

These methods provide access to get or create attachments. On some systems, creating an attachment with an existing ID may update an existing attachment. This functionallity is not covered by the Adapter framework.

Incident Service

The following is the WSDL location for the Operations Incident Service:

https://localhost:9443/services/remedy/IncidentService?wsdl

Table 2-4 Log Methods


createLog(identifier, log) Creates a new log object associated with the identifier of the object specified.

getLogs(ids<List>) Retrieves a list of log objects given a list of their IDs.

Table 2-5 Attachment Methods


createAttachment(identifier, attachment)

Creates a new attachment associated with the identifier specified. The attachment object contains all of the data that corresponds to the attachment to create.

getAttachments(ids<List>) Retrieves a list of Attachment objects given a list of their IDs.

Table 2-6 Incident Service Details

Incident Description/Notes

get(identifier) Gets the Event with the identifier provided.

find(query) Finds the Event with the endpoint application query specified.

create(object) Creates the Event in the endpoint application.

update(object) Updates the Event in the endpoint application.

close(object) Closes the Event in the endpoint application.

reOpen(object) Event in the endpoint application.

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Also, includes these methods:• Relationship Methods• Log Methods• Attachment Methods

ITObject Service

The following is the WSDL location for the Operations ITObject Service:

https://localhost:9443/services/remedy/ITObjectService?wsdl

Table 2-7 ITObject Service Details

ITObject Description/Notes

get(table, identifier) Gets the object from the table/form specified with the identifier provided.

find(table, query) Finds the object from the table/form specified with the endpoint application query specified.

create(table, object) Creates the object in the table/form specified.

update(table, object) Updates the object in the table/form specified.

remove(table, object) Removes the object from the table/form specified.

getAttachments(ids<List>) Retrieves a list of Attachment objects given a list of their IDs.

For attachments on generic objects, attachments are retrieved from generic forms just like any other field. These can be seed in the attachment-reference field. To get the actual attachment data, the getAttachments() operation on ITObjectService should be used. To update an attachment field on a generic form the binary-field extended field can be used.



Configuration Service

The following is the WSDL location for the Operations Configuration Service:

https://localhost:9443/services/remedy/ConfigurationService?wsdl

Problem Service

The following is the WSDL location for the Operations Problem Service:

https://localhost:9443/services/remedy/ProblemService?wsdl


Table 2-8 Configuration Service Methods

Configuration Description/Notes

get(identifier) Gets the CI with the identifier provided.

find(query) Finds the CI with the endpoint application query specified.

Table 2-9 Problem Service Methods

Configuration Description/Notes

get(identifier) Gets the Problem with the identifier provided.

find(query) Finds the Problem with the endpoint application query specified.

create(object) Creates the Problem in the endpoint application.

update(object) Updates the Problem in the endpoint application.

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Change Service

The following is the WSDL location for the Operations Change Service:

https://localhost:9443/services/remedy/ChangeService?wsdl


Table 2-10 Change Service Methods

Change Description/Notes

find(query) Finds the Change with the endpoint application query specified.

create(object) Creates the Change in the endpoint application.



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3Chapter
System Configuration 1
This chapter identifies the requirements for configuring the EMC Adapter solution and discusses the following topics:• Supported Operating Systems• System Requirements• Supported Databases

Supported Operating Systems 1

The Adapter software can be installed on the following operating systems:• Windows - NT4, 2000, XP, 2003 Server, 2008 Server• UNIX- Solaris 10 (Sparc), HP-UX 11 (Itanium), AIX• Linux - x86, x64, Kernel 2.6 (or higher)

System Requirements 1

Before you install the Adapter software, your Adapter server must meet the following system requirements.

Recommended

The following are the recommended system requirements for installing the EMC Adapter software:• CPU: Dual Core Processor running 2GHz or higher • RAM: 2 GB • Disk Space: 5 GB free disk space • Java Runtime Environment: JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.


SUPPORTED DATABASES

Minimum

The following are the minimum system requirements for installing the EMC Adapter software:• CPU: Pentium Class or Equivalent Processor or higher • RAM: 512 MB Free • Disk Space: 2 GB free disk space • Java Runtime Environment: JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.

Supported Databases 1

The EMC Adapter uses a relational Apache Derby database for the Persistence Queue. In addition to the Apache Derby database, the EMC Adapter supports the following external databases:• Oracle• DB2• Microsoft SQL Server

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4Chapter
Software Installation 4
Topics covered in this section:• Overview• Configuring SSL Communications• Installing a License File• Installing the Adapter Software - Windows• Running the Adapter Windows Service• Installing Adapter Software - UNIX• Running the Adapter UNIX Service• Manual Installation Procedures


OVERVIEW

Overview 4

Based on your EMC configuration, the following components may be installed (see Figure 4-1):• EMC ITIL Adapters – includes the Adapter software and license file.• EMC ITIL Adapter Agent (Optional) – includes the Adapter URL Agent

software or custom Agent.The Agent may be installed with the Adapter on the same server or on a separate server.

• License files – are provided by EMC Customer Support and must be installed in the appropriate directory.

• EMC Ionix IT Orchestrator (Optional) – includes the Ionix IT Orchestrator software and license file.

Figure 4-1 Installation Components

EMCIonix ITO

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CONFIGURING SSL COMMUNICATIONS

Configuring SSL Communications 4

To configure SSL communications between the Ionix IT Orchestrator and Adapter, complete the following steps.1. From the Adapter server, obtain a copy of the Adapter SSL Certificate. 2. Verify that there is not an existing or incorrect certificate already installed in

the Ionix IT Orchestrator keystore.3. Copy the hostname.cer file to the Ionix IT Orchestrator server.4. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to delete the existing certificate:"%JAVA_HOME%\bin\keytool" -delete -alias iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

5. Install the certificate into the Ionix IT Orchestrator keystore.6. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to store the certificate:"%JAVA_HOME%\bin\keytool" -import -alias iwave -v -file iwave.cer -keypass iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

Figure 4-2 SSL Configuration

EMCIonix IT Orchestrator



INSTALLING A LICENSE FILE

Installing a License File 4

When the Adapter software is purchased, a software license file (in XML format) is provided by EMC Customer Support. The license file identifies the following information for each Adapter server included in the EMC software configuration:• the types of Adapters that can be installed on the server• the Adapter software version• the expiry date for the Adapter software• the license key

During Adapter software installation, the user identifies the location of the license file. The installer then copies the license file from the original location to the following EMC Adapter installation directory:

install_root/adapters-2.4/conf

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INSTALLING THE ADAPTER SOFTWARE - WINDOWS

Installing the Adapter Software Windows 4

This section identifies the steps required for installing the EMC Adapter software.

Before You Begin

Before you install the EMC Adapter software, complete the following tasks:• Identify the location of the Adapter license file.• Close all Windows applications.• Determine the type of Agent you are installing (if any).• Determine which Adapter will be installed.• Determine on which server the Adapter and Agent software will be installed. .

Start the Installer

To install the EMC URL Agent and/or Adapter software, complete the following the steps:1. Access the location of the Adapter installer executable. Double-click the

setup-Adapter-winxx_2.4.exe file. 2. The Open File - Security Warning window displays. Click Run.3. The InstallAnywhere progress screen displays.Figure 4-3 Installer Progress Screen



4. The progress screen displays.Figure 4-4 Progress Screen

5. After the InstallAnywhere Wizard finishes loading, the EMC Adapters Installer Introduction screen displays. From this screen, select the Next button to continue.

Figure 4-5 Introduction Screen

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6. The Choose Install Set screen displays. From this screen, select the appropriate installation option. — For instructions on installing the URL Agent, refer to “Installing the

URL Agent”. — For instructions on installing your Adapter, refer to “Installing the

Adapter”.Figure 4-6 Choose Install Set


Installing the URL Agent

To install the URL Agent software, complete the following steps:1. From the Choose Install Set screen, select the URL Agent and corresponding

Python 2.6.1 for Windows install Set. Click Next. Figure 4-7 Install Set - URL Agent

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2. The Choose Install Folder screen displays. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 4-8 Choose Install Folder Screen


3. The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.— In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

— In an existing Program Group – includes a shortcut in an existing program group.

— In the Start Menu – includes the Adapter shortcut in the Start menu.— On the Desktop – creates an Adapter shortcut on the desktop.— In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.— Other – specify a custom directory location by selecting the Choose

button.— Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.— Create Icons for All Users – Select this option to create shortcuts for

all users configured on the server. The shortcuts are only added to the Start Menu and Desktop.

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Figure 4-9 Choose Shortcut Folder Screen


4. The Preparing to Install screen displays. Click Install.Figure 4-10 Preparing to Install

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5. The Installing Adapters screen displays. This screen displays the progress of the URL Agent installation.

Figure 4-11 Installing the Adapter


6. If you selected to have Python installed, the Python 2.6.1 Setup screen displays. Select one of the following options and click Next.— Install for users— Install just for me (not available for Windows Vista)

Figure 4-12 Python Setup

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7. The Select Destination Directory screen displays. Click the Up and New buttons to select a directory for the Python 2.6.1 files.The default directory is Python26. Click Next.

Figure 4-13 Select a Destination Directory


8. The Customize Python 2.6.1 screen displays. Click Next.Figure 4-14 Customize Python 2.6.1

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9. The Install Python 2.6.1 screen displays. When the installation completes, click Next.

Figure 4-15 Install Python 2.6.1


10. The Completing Python Installer screen displays. Click Finish button to complete the Python installation.

Figure 4-16 Completing Python Installer

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11. The Install Complete screen displays. Click Done to exit the installer.Figure 4-17 Install Complete


Installing the Adapter

1. From the Choose Install Set screen, select the BMC Remedy and Atrium Adapter option. Click Next.

Figure 4-18 Choose Install Set Screen

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2. The Choose Install Folder screen displays with the default installation folder. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 4-19 Choose Install Folder Screen


3. The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.— In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

— In an existing Program Group – includes a shortcut in an existing program group.

— In the Start Menu – includes the Adapter shortcut in the Start menu.— On the Desktop – creates an Adapter shortcut on the desktop.— In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.— Other – specify a custom directory location by selecting the Choose

button.— Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.— Create Icons for All Users – Select this option to create shortcuts for

all users configured on the server. The shortcuts are only added to the Start Menu and Desktop.

Figure 4-20 Choose Shortcut Folder Screen

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Note: If you choose not to create a menu shortcut, you can start the Adapterframework using the startAdapters.bat file. This file is located in theinstall_root\bin directory.

4. The Choose License File screen displays. From this screen, verify that the license file location identified in the Please Choose License File field, is correct. To change the license file location, select the Choose button and select the appropriate directory. Click Next.

Figure 4-21 Choose License File Screen


5. The Enable Security screen displays. On this screen, the Use HTTPS (port 9443) check box is selected by default. This option uses SSL for secure Web-based communications. To use standard unsecured HTTP Web-based communications, un-check this box. Click Next.

Figure 4-22 Enable Security screen

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6. The Web Service Authentication screen displays. From this screen, enter the Username and Password you want to use for authentication. You must enter the password twice for confirmation purposes. Click Next.

Figure 4-23 Web Services Authentication


7. The Monitoring Server Configuration screen displays. Based on your Adapter configuration, determine the appropriate step to complete:— If you are monitoring the Adapter with the Monitoring Server and the

Monitoring Server is on a different host from the Adapter, select the Specify host for Monitoring Server checkbox. Identify the following information and click Next:– URL - identifies the URL location of the Monitoring Server.– Username - identifies the username for the Monitoring Server.– Password - identifies the password associated with the username.

— If you are not using a Monitoring Server or your Monitoring Server is running on the same server as the Adapter, leave the checkbox unchecked. Click Next.

Figure 4-24 Monitoring Server Configuration

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8. The Pre-Installation Summary screen displays. Using the scroll bar, review the information before continuing the installation process.— If the information is correct, click Next.— If the information is incorrect, click Previous and change the

configurations on the previous screen. Click Next when done.Figure 4-25 Pre-Installation Summary


9. The Adapters Configuration screen displays. Click Next.Figure 4-26 Adapters Configuration

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10. The Get Remedy Connection Settings screen displays.From this screen, provide the following information and click Next.— Host - Enter the host name of the computer running the BMC AR

Server (Remedy). — Port - If Remedy is in its standard configuration utilizing a port mapper

to select its communications port, use the default Port number (0). Otherwise, provide the port number Remedy has been configured to use.

— Private Queue - Identify the private queue number.Figure 4-27 Get Remedy Connection Settings


11. The Get Remedy Account Settings screen displays. Enter the Username and Password you want to use. Click Install to begin the installation process.

Figure 4-28 Get Remedy Account Settings

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12. The Preparing to Install screen displays. Click Install.Figure 4-29 Preparing to Install


13. The Installing Adapters screen displays. This screen displays the progress of the installation process. During this step, the Windows Service is installed and a keystore file is generated for SSL.

Figure 4-30 Installing the Adapter

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14. The Start Service screen displays. From this screen, select the Start the Adapter Service checkbox if you want to start the Adapter service during the installation process.

If you do not start the Adapter Service during installation, the Adapter service can be started manually. For more information on starting and stopping the Windows Service, refer to "Running the Adapter Windows Service" on page 78. Click Next.

Figure 4-31 Start Service


15. If you selected the Start the Adapter Service option, the following screen displays.

Figure 4-32 Starting the Adapters Service

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16. The Install Complete screen displays. Click Done to exit the installer.Figure 4-33 Install Complete


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RUNNING THE ADAPTER WINDOWS SERVICE

Running the Adapter Windows Service 4

The Adapters Windows Service is automatically installed during the installation process and if selected, is automatically started, as well.

Shortcuts

Based on which option was selected during installation, shortcuts may be provided from the Windows Start menu for starting and stopping the Windows Service.• To start the Adapters Service, select Start>All

Programs>install_root>adapters-2.4>Start Adapters Service.• To stop the Adapters Service, select Start>All

Programs>install_root>adapters-2.4>Stop Adapters Service.

Executable Location

Two executable files are provided for interacting with the Windows Service:• adapters.exe: The main executable that launches the service.• adaptersw.exe: The executable for starting the Service Manager application.

These files are located in the installation bin directory:install_root/bin

Service Manager Application

The Service Manager application is an application that allows you to configure options of the service such as turning on debugging. The service can also be started and stopped from this console.

To start the Manager application, double-click on the adaptersw.exe file. The Adapters Properties screen displays (see Figure 4-34).


RUNNING THE ADAPTER WINDOWS SERVICE

Figure 4-34 Adapters Properties - Services Manager Console

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INSTALLING ADAPTER SOFTWARE - UNIX

Installing Adapter Software UNIX 4

Before You Begin

Before installing the Adapters on the UNIX platform, you must complete the following tasks:• For UNIX platform:

— Install the Java Runtime Environment (JRE) 6 Update 11. — Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the Adapter.

• For both UNIX and Linux (optional):— Create an “admin” user for running the framework.

Installing the Software

To install the Adapter software on a UNIX platform, run the appropriate setup application from the Linux or UNIX prompt.• Linux Installer: setup-Adapter-linux_2.4.bin• Other UNIX Platforms: setup-Adapter-unix_2.4.bin

Running the Adapter UNIX Service 4

The bin/service.sh script starts and stops the framework as a service. A special file service.PID is created when the service is started. This is used to find the PID of the running service. Do not delete this file manually.

• Starting the service: ./service.sh start• Stopping the service: ./service.sh stop• Restarting the service: ./service.sh restart• Service Status:./service.sh status

If you wish the service to start automatically at boot time, the following is a sample init.d script you can use to call the service.sh script:

#!/bin/shIWAVE_USER=adminIWAVE_SERVICE=/usr/IonixITO/adapters-2.4/bin/service.shsu - ${IWAVE_USER} -c "$IWAVE_SERVICE" $1


MANUAL INSTALLATION PROCEDURES

Manual Installation Procedures 4

If an installation is being performed on an unsupported operating system, the EMC Adapter can be installed manually without the installer.

Before You Begin

Before manually installing the Adapter software, you must complete the following tasks:• Ensure that you are installing on either a Windows or UNIX platform.• Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the EMC Adapter.

• An Adapter license file (license.xml) must be copied to the install_root\conf directory. If you do not have a license file for your Adapter, contact your EMC Sales Representative.

Install the Files

To install the files manually on a Windows or UNIX platform, complete the appropriate steps.

For Windows:

1. Contact EMC Customer Support and request a zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the zipped file.3. Unzip the file and place the extracted file(s) in any directory on any machine

with network access to the computer running the endpoint application.

Note: For Windows installations, there are no registry keys to edit. Thelocation of these files is referred to as %IonixITO_HOME%.

For UNIX and Linux:

1. Contact EMC Customer Support and request a tarred/zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the tarred/zipped file in binary format. Place the .zip file in the directory where you want the software installed. For example: /opt/EMC

3. Extract the files included in the zip file. This will create an adapters directory with several sub directories.jar xfv adapter-2.4.zip

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MANUAL INSTALLATION PROCEDURES

4. Change to the adapters/conf directory. 5. Copy your license file to the conf directory. Ensure that the license file is

named license.xml.6. Change to the adapters/endpoints directory. Access the directory for

your endpoint adapter.7. Copy the endpoint-spring.xml file to the adapters/conf directory.8. Using the propertiesEditor.bat utility, modify the following

parameters in the framework.properties file.— framework.username

— framework.password - use the -h option when setting the password.

— endpoint.datasource.jdbc.url

— endpoint.datasource.jdbc.username

— endpoint.datasource.jdbc.password

—

9. Change to the adapters/bin directory10. Run the setup.bat script.

./setup.bat

11. Install the Adapter as a service. ./service.bat install

12. Start the adapters service.13. After a few seconds, change to the adapters/log directory and view the

framework.log file. At the bottom of the file, the log should indicate that the adapter framework has started.


5Chapter
Framework Properties 1
During installation, the framework.properties file is installed in the conf directory. The framework.properties file includes configuration parameters for the Adapter Framework. Any parameters specified in this file are automatically recognized by the external (framework.xml) and internal (inside the framework jars) spring configurations. These parameters allow the base configuration to be used and only a few parameters should be changed.

The framework.properties file is in the standard Java Properties format. The file can be edited using a text editor or the properties in the file can be edited using the PropertiesEditor command.

The properties in the framework.properties file that are encrypted are shown in the format: "ENC;XXXXX" where XXXXX is the encrypted data.

Note: The Properties Editor tool is only capable of creating these propertiesand not reading them.

Properties Editor Tool 1

The Properties Editor is a tool used to edit configuration properties in the framework.properties file. This command allows encrypted parameters to be specified.

Starting the Tool

To start the Properties Editor tool, execute the following batch file or shell script from the command line:• For Windows: bin/propertiesEditor.bat

• For Unix: bin/propertiesEditor.sh


PARAMETERS

Using the Command

When entering the PropertiesEditor command, multiple options can be specified in a single invocation of the command.

Usage

PropertiesEditor [options] <target-file>

Options

-p <key>=<value> Sets a property with the key and value specified in plain text.

-e <key>=<value> Sets a property with the key and value specified in encrypted data.

-h <key>=<value> Sets a property with the key and value specified in SHA-1 Hashed format. This is used for framework passwords.

-m <file> Merges multiple properties from the file specified to the target file.

Examples

The following are examples of using the Properties Editor tool: • To set the framework username and password for authentication, enter the

following command:bin/propertiesEditor.bat -p framework.username=admin -h framework.password="Hashed String" conf/framework.properties

• To set the Adapter hostname, username and password, enter the following command:bin/propertiesEditor.bat -p adapter.host=hostname -p adapter.username=Demo -e adapter.password=password conf/framework.properties

Parameters 1

The framework.properties file includes two types of properties:• global framework properties• Adapter-specific properties

Global Framework Properties

These global framework properties are automatically configured for all Adapters.


PARAMETERS

Framework Authentication

The following properties are used for the Web Services HTTP authentication:• framework.username - Username to log into the provided web services.• framework.password - Password to log into the provided web services.• framework.admin.password - Administrator password to restart the

adapters over JMX.• framework.auth.enabled - If this is set to true, authentication will be

required. (Default: true)

Default base URLs to Exposed Services

The following properties configure the base URLs for the Adapter services:• services.url - Base URL for all adapter operations services (https://

${hostname}:9443/services).• client.url - Base URL for client acquisition service (https://

${hostname}:9443/services).• notification.url - Base URL for notifications (http://

${hostname}:9080/services/notification).• acquisitionevent.url - Base URL for acquisition events (http://

${hostname}:9080/services/acquisition-event).

DataSource Properties

The following properties can be modified to enable support for another database instead of the default (Derby) Persistence database:• datasource.jdbc.driver – identifies the database driver (i.e.,

com.microsoft.sqlserver.jdbc.SQLServerDriver). • datasource.jdbc.url – identifies URL to the database (i.e.,

jdbc:sqlserver://hostname:1433;DatabaseName=testdb). • datasource.jdbc.username - identifies the username to log into the

database.• datasource.jdbc.password – identifies the password associated with

the database username. If required, the password can be encrypted.

Database Monitoring

The following properties can be modified to enable monitoring tasks on the database. Only one Adapter per database can have this enabled.• datasource.monitor.enabled - identifies if database monitoring is

enabled. (Default: true)

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PARAMETERS

Acquisition monitoring

The Adapters automatically send the adapter.acquisition.queuesize and adapter.acquisition.queuewait events to the Monitoring Server based on the health of the Adapter queue. The following parameters are used to configure Acquisition monitoring. • acquisition.monitor.enabled - identifies if Acquisition monitoring is

enabled. (Default: true)• acquisition.monitor.queue-threshold - identifies the number of

items allowed in the queue before the queuesize event is sent. (Default: 500)

• acquisition.monitor.queue-wait-hours- identifies the number of hours an item must be on the queue before the queuewait event is sent (Default: 24)

• acquisition.bufferqueue.limit - identifies the maximum number of items that are allowed in the buffer queue. (Default: 500)

Automated Alerts

If the Monitoring Server is on a different host from the Adapter, the following configuration are updated to include the connection settings for the Monitoring Server. These parameters identify the location to send automated alerts. If you are using a Monitoring Server and it is installed on the same server as your Adapter, leave these parameters blank.• framework.events.url - identifies the Monitoring Server URL location

to send events.• framework.events.username - identifies the Monitoring Server

username for basic authentication.• framework.events.password - identifies the password associated with

the Monitoring Server username. The password can be encrypted.


PARAMETERS

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BMC Remedy Parameters

The framework.properties file includes the following BMC Remedy Adapter parameters.

Authentication Parameters

• remedy.host - The host name of the Remedy server. (Default: localhost)• remedy.username- The username to use when logging in to the Remedy

server. (Default: Demo)• remedy.password - The password associated with the supplied username.

(No Default )• remedy.port - The port of the Remedy server. This should be 0 to use the

default RPC mechanism. (Default: 0)• remedy.privateQueueNumber - The privateQueueNumber that can be

used if the customer desires to use a private queue. The default is 0 and indicates to not use a private queue. (Default: 0)

• remedy.acquisition.delay - Delay between receiving an event from Remedy and submitting it to our queue. (Default: 500)

Adapter Parameters

• remedy.serviceId - The Service Identifier to be used for acquisition on the remedy adapter. (Default: Remedy)

• remedy.itobject.defaultForm- The default form to use for the itobject acquisition. This is only used when no form is specified. (Default: HPD:Help Desk)

Incident Management Parameters

• remedy.incident.defaultForm- The default form which stores the incident objects. (Default: HPD:Help Desk)

• remedy.incident.createForm - The form to use for performing the 'create' operation. (Default: HPD:IncidentInterface_Create)

• remedy.incident.identifierField- The Remedy field identifier (an integer) that specifies the field storing the incident's unique identifier. (Default: Incident Number)

• remedy.incident.worklog.form - The form to use for storing/retrieving work logs. (Default: HPD:WorkLog)

• remedy.incident.worklog.incidentIdentifierField-The Remedy field name that specifies the field storing the unique identifier for the incident to which a work log belongs. (Default: Incident Number)

• remedy.incident.associations - Default: HPD:Associations


• remedy.incident.closeStatus - The value to set the status field to when closing an incident. (Default: 5)

Change Management Parameters

The following parameters should only be changed by Customer Support personnel.• remedy.change.defaultForm- Default: CHG:Infrastructure Change• remedy.change.createForm - Default: CHG:ChangeInterface_Create• remedy.change.identifierField - Default: Infrastructure Change ID• remedy.change.worklog.form- Default: CHG:WorkLog• remedy.change.worklog.changeIdentifierField - Default:

Infrastructure Change ID• remedy.change.associations - Default: CHG:Associations

Remedy Problem Management

The following parameters should only be changed by Customer Support personnel.• remedy.problem.defaultForm - Default: PBM:Problem Investigation• remedy.problem.createForm- Default: PBM:ProblemInterface_Create• remedy.problem.identifierField - Default: Problem Investigation

ID• remedy.problem.worklog.form - Default: PBM:Investigation WorkLog• remedy.problem.worklog.problemIdentifierField - Default:

Problem Investigation ID• remedy.problem.associations - Default: PBM:Investigation

Associations

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Figure 5-1 Example Framework Properties file - BMC Remedy

## Remedy Adapter

# Remedy Adapter authentication propertiesremedy.host = localhostremedy.username = Demoremedy.password = remedy.port = 0remedy.privateQueueNumber = 0remedy.acquisition.delay = 500

# Remedy Adapter Propertiesremedy.serviceId = Remedyremedy.itobject.defaultForm = HPD:Help Desk

# Remedy Incident Managementremedy.incident.defaultForm = HPD:Help Deskremedy.incident.createForm = HPD:IncidentInterface_Createremedy.incident.identifierField = Incident Numberremedy.incident.worklog.form = HPD:WorkLogremedy.incident.worklog.incidentIdentifierField = Incident Numberremedy.incident.associations = HPD:Associationsremedy.incident.closeStatus = 5

# Remedy Change Managementremedy.change.defaultForm = CHG:Infrastructure Changeremedy.change.createForm = CHG:ChangeInterface_Createremedy.change.identifierField = Infrastructure Change IDremedy.change.worklog.form = CHG:WorkLogremedy.change.worklog.changeIdentifierField = Infrastructure Change IDremedy.change.associations = CHG:Associations

# Remedy Problem Managementremedy.problem.defaultForm = PBM:Problem Investigationremedy.problem.createForm = PBM:ProblemInterface_Createremedy.problem.identifierField = Problem Investigation IDremedy.problem.worklog.form = PBM:Investigation WorkLogremedy.problem.worklog.problemIdentifierField = Problem Investigation IDremedy.problem.associations = PBM:Investigation Associations


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6Chapter
Configuration 6
After installing the adapter, you must configure the Remedy application to interact with the IonixITO Remedy Adapter. The process consists of the following tasks:• Create an Adapter User Account• Create a Remedy Filter to Notify the URL Agent

Create an Adapter User Account 6

The IonixITO Adapter interfaces with Remedy as a user and is only capable of performing tasks at the privilege level of its user account. Any existing account including the administrator account may be used for this. However, we recommended your Remedy Administration create an Adapter user account with appropriate privileges to perform the actions required for the integration.

Create a Remedy Filter to Notify the URL Agent 6

A filter is used to notify the URL Agent when an incident is created, changed, or closed in Remedy. To create a Remedy filter, take the following steps.1. In the BMC Remedy Administrator tool, right-click Filter, and then click New

Filter to display the Create Filter screen with the Basic tab active (see Figure 6-1).


CREATE A REMEDY FILTER TO NOTIFY THE URL AGENT

Figure 6-1 Create Filter

2. In the Filter section, enter a name for the filter in the Name field (i.e., Adapter Agent).

3. Click the Enable check box.4. In the Execution Order field, enter 1000. This high value ensures the filter

trigger executes last, allowing Remedy’s workflows to be completed before invoking the Adapter.

5. In the Form Name scrolling list, click the check boxes next to the forms you want to apply this filter to.

6. In the Execute On section, click the Submit and Modify check boxes.7. In the Run If section, enter the following qualifier in the text entry field:

$USER$ != “admin”.

Note: The username should be the name of the Remedy IonixITO Useraccount created earlier to prevent updates made by IonixITO fromlooping back.

Adapter Agent

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8. Click the If Action tab.Figure 6-2 Create Filter - If Action

9. From the New Action drop down list, select Run Process.10. In the Run Process area’s Command Line field, enter a command in the

following format to run a script that calls the IonixITO URL Agent. Typically the filter calls the agent directly providing the full command line call. "python c:\IonixITO\adapters\agent\agent.py -v event_service_URL

Where:

— event_service_URL = the Event Notification Service URL

It’s also possible to call a batch file in the event the command line input is to long for the command line field. Enter a command for each Event Notification Service URL:

— http://localhost:8080/services/notification/remedy/incident/$Incident Number$

— http://localhost:8080/services/notification/remedy/configuration/$ClassId$~$InstanceId$

— http://localhost:8080/services/notification/remedy/problem/$Problem Investigation ID$

— http://localhost:8080/services/notification/remedy/change/$Infrastructure Change ID$

— http://localhost:8080/services/notification/remedy/itobject/FORMNAME/$IncidentNumber$



Note: For configuration items, a synthesized identifier is used. This iscomposed of the class ID and the instance ID. These fields areseparated by a tilde (~) character.

Figure 6-3 shows an example of a batch file call and how to send the proper parameter. This is basically the same call as the direct call with the exception that the $Incident Number$ is passed into the batch file as a parameter and is replaced with %1.

Figure 6-3 Agent.bat file

11. Click Add Action.12. Click the Save icon in Remedy.

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7Chapter
Custom Configuration 1
Topics covered in this section:• Client Acquisition Service• Adapter High Availability• Java to Adapter Integration• Persistence Database Management

Client Acquisition Service 1

The Client Acquisition service allows customers to leverage the EMC Acquisition Services with their data. Customer data can be added to the existing EMC Acquisition system. Processes in Ionix IT Orchestrator can be configured to feed off of their data similar to the existing Adapter workflows. Two services are provided for getting data into the Acquisition Queue. Both provide the exact same features, but allow customers to choose the easiest integration point.

Data Format

The data must be provided in the following XML format:

<?xml version="1.0“ encoding=”UTF-8”?><client-object> </client-object>

Object Format

Schema for the client object (client-object.xsd):

<?xml version="1.0" encoding="UTF-8" standalone="yes"?><xs:schema version="1.0" xmlns:xs="http://www.w3.org/2001/XMLSchema">

<xs:element name="client-object" type="clientDefinedObject"/>


CLIENT ACQUISITION SERVICE

<xs:complexType name="clientDefinedObject" mixed="true"> <xs:sequence> <xs:any processContents="skip" namespace="##other" minOccurs="0" maxOccurs="unbounded"/> </xs:sequence> </xs:complexType></xs:schema>

To provide data to the acquisition queue, customers must always specify the serviceId and objectType along with the object data.• serviceId - Unique identifier of the service that placed this data here.

This is used to differentiate between different applications that push data into the queue.

• objectType - Unique type of the object. This should not be one of the built in types (Incident, Event, CI, Change, Problem, ITObject). It can be any unique name to identify the customer's data.

The return for the service provides the ID of the transaction back to the client. This can be used to correlate the call with the transaction that appears in the queue.

RESTful Client Acquisition

For the Client Acquisition endpoint, HTTP POST to the following address:

https://localhost:9443/services/client-acquisition/{serviceId}/{objectType}:

Replace {serviceId} and {objectType} with the desired values.

• HTTP Basic Authentication is expected to authenticate the user.• If a problem occurs, and HTTP 500 (Internal Error) response code is returned,

the content of the response contains the error message. A HTTP 200 code indicates the request was processed normally. Any HTTP 4xx codes indicate some sort of client error.

Note: If you have a form with a ":" colon in it, use the ASCII Hex decimal with a"%" sign prefix to escape it in the Restful service URL.

Calling the RESTful Client Acquisition from curl

In order to call the RESTful Client Acquisition from curl, the URL Agent must be installed. Once the URL Agent is installed, complete the following tasks: 1. Create an XML file with the root node of the client-object.

<?xml version="1.0" encoding="UTF-8"?><client-object> </client-object>

2. From the command line, call the following command:

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python agent.py -l -v -x {filename} https://iwave:password@localhost:9443/services/client-acquisition/{serviceId}/{objectType}

3. An HTTP/1.1 200 OK response is sent and the data should be in the Acquisition Queue.

SOAP Client Acquisition Web Service

The following is the location of the SOAP Client Acquisition Service WSDL:https://localhost:9443/services/ClientAcquisitionService?wsdl

If an error occurs, a web service fault is thrown matching the framework exception com.iwave.acquisition.client.AcquisitionException.This exception contains a message with the details of the problem. HTTP Basic Authentication is expected to authenticate the user.

Running on another port

To run the Client Acquisition service from another port, you must modify the client-acquisition-spring.xml file. Figure 7-1 identifies the spring configuration file for the client acquisition service. In this file, perform the following modifications:1. Replace the ${services.url} with the required URL and port number

(i.e., 9080).

Note: If you specify port 9443, you must use HTTPS in the URL.

2. If you need to disable authentication, delete the following three lines in the two places they occur.<jaxws:inInterceptors> <ref bean="securityInterceptor"/></jaxws:inInterceptors>

3. To start a second copy of the Acquisition Service, copy the modified file to the conf directory.



Figure 7-1 Spring Configuration

<beans xmlns="http://www.springframework.org/schema/beans" xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance xmlns:jaxws="http://cxf.apache.org/jaxws" xmlns:jaxrs="http://cxf.apache.org/jaxrs" xmlns:lang="http://www.springframework.org/schema/lang" xsi:schemaLocation=" http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd http://cxf.apache.org/jaxws http://cxf.apache.org/schemas/jaxws.xsd http://cxf.apache.org/jaxrs http://cxf.apache.org/schemas/jaxrs.xsd http://www.springframework.org/schema/lang http://www.springframework.org/schema/lang/spring-lang-2.0.xsd">

<bean id="clientAcquisitionService2" class="com.iwave.acquisition.client.ClientAcquisitionService"> <property name="queue" ref="acquisitionQueue"/></bean>

 <bean id="acquisitionExceptionProvider2" class="com.iwave.acquisition.client.AcquisitionExceptionMapper"/>

 <jaxws:endpoint id="clientAcquisitionServiceEndpoint2" implementor="#clientAcquisitionService2" implementorClass="com.iwave.acquisition.client.ClientAcquisitionService" address="${services.url}/ClientAcquisitionService2"> <jaxws:inInterceptors> <ref bean="securityInterceptor"/> </jaxws:inInterceptors> </jaxws:endpoint>

<jaxrs:server id="clientAcquisitionServiceRest2" address="${services.url}/client-acquisition2"> <jaxrs:inInterceptors> <ref bean="securityInterceptor"/> </jaxrs:inInterceptors> <jaxrs:serviceBeans> <ref bean="clientAcquisitionService2"/> </jaxrs:serviceBeans> <jaxrs:providers> <ref bean="acquisitionExceptionProvider2" /> </jaxrs:providers> </jaxrs:server></beans>

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ADAPTER HIGH AVAILABILITY

Adapter High Availability 7

The EMC Ionix IT Orchestrator Adapter solution may be scaled to allow more Adapters in the network configuration. Adapter scaling may be performed for the following reasons:• to increase the number of transactions being processed• to provide high-availability (i.e., redundancy)• to handle additional simultaneous requests

Figure 7-2 provides an illustration of a network configuration with multiple Adapters utilizing an external Acquisition database.

Figure 7-2 Adapter Scaled Network Configuration

Operations Services Scaling

The Operations Web Services can be scaled easily. The operations are essentially stateless, allowing a second adapter to be installed on another system that can handle the operations. If the primary Adapter fails, workflows can be updated to switch to use a secondary Adapter’s operations services.

Acquisition Services Scaling

The Acquisition Services component of the Adapter architecture can be scaled by completing the following steps:1. Offload the Acquisition Queue to an external database.2. Use the external database with multiple Adapters.

EMC IONIX IT ORCHESTRATOR ADAPTER BMC REMEDY AND ATRIUM INSTALLATION AND CONFIGURATION GUIDE

ADAPTER HIGH AVAILABILITY

Use the External Database for Multiple Adapters

Each Acquisition Service is pulling from the same shared queue. A second adapter install can be used to handle additional acquisitions. Workflows can be updated to switch to the second adapter if the acquisition queue operations fail on the primary server.

Adapter Failover Infrastructure

Since it is difficult to add logic for Adapter failover within workflows, specific infrastructure must be implemented to handle Adapter failover. The following are options for implementing high-availability for the EMC Adapters:• Round-Robin DNS Server - A Round-Robin DNS can be used to allow a single

hostname to provide access to multiple IP addresses representing the multiple Adapter environments installed. With this configuration, if the primary Adapter server goes out-of-service, the DNS server can point users to the secondary Adapter server that is in-service.

• Highly Available HTTP Proxy Server - A highly available HTTP Proxy server can be used to forward requests between Adapters. When the primary Adapter server goes out-of-service, the HTTP proxy server should be able to forward requests to a secondary Adapter server that is in-service.

Agent Scaling

It is assumed that if the endpoint application is up and running, it should be able to invoke the Agent script running within that environment. The agent needs to only notify one acquisition adapter that is running. The reason is that the message only needs to be added to the queue once.

There are two options for this:• If the customer has a Round-Robin DNS or proxy set up that allows access to

any of the installed adapters that are running, this can be used from the agent. The agent would point to the single hostname. One of the adapters receives the request and add it only once to the queue.

• If multiple URLs are present on the agent command line, it makes the request to only one of them, the first available one. Store-forwarding is still provided but is only used if none of the services can be reached.

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JAVA TO ADAPTER INTEGRATION

Java to Adapter Integration 7

If a Java application must be used to push information into any of the Adapter RESTful web services, specific Java code must be used. Figure 7-3 includes a Java code sample used to perform an HTTP POST or GET with the EMC Adapter.

Prerequisites

In order to use this code, you need to download the Apache Commons HTTP Client version 3.1. The Commons HTTP Client can be downloaded from the following location:

http://hc.apache.org/downloads.cgi

From the Apache Http Components Downloads page, scroll down and select to download the Commons HttpClient 3.1. To use this client, you also need the following jar files:• commons-httpclient-3.1.jar • commons-codec-1.3.jar • commons-logging-1.1.1.jar


JAVA TO ADAPTER INTEGRATION

Figure 7-3 Sample Java code

package com.iwave.net;import java.io.IOException;import org.apache.commons.httpclient.HttpClient;import org.apache.commons.httpclient.HttpException;import org.apache.commons.httpclient.HttpStatus;import org.apache.commons.httpclient.methods.GetMethod;import org.apache.commons.httpclient.methods.PostMethod;import org.apache.commons.httpclient.methods.StringRequestEntity;/** * Example of making an HTTP GET or POST in Java. * * */public class SimpleHTTPClient { public String post(String url, String xml) throws HttpException, IOException { HttpClient client = new HttpClient(); PostMethod method = new PostMethod(url); try { if (xml != null) { method.setRequestEntity(new StringRequestEntity(xml, "text/xml" , "UTF-8")); } // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP POST method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); } finally { method.releaseConnection(); } } public String get(String url) throws HttpException, IOException { HttpClient client = new HttpClient(); GetMethod method = new GetMethod(url); try { // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP GET method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); }

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PERSISTENCE DATABASE MANAGEMENT

Persistence Database Management 7

This section discusses the following maintenance tasks that can be performed on the Persistence database.• Removing Transactions• Reclaiming Unused Disk Space• Connecting to the Database• Changing the Database Port Number• Offloading the Acquisition Queue to an External Database

Removing Transactions

The pruning service removes all transactions that are older than 7 days and are in the “Error” state from the Persistence database. The service runs every night at 3:00 a.m.

Reclaiming Unused Disk Space

After large amounts of data have been deleted or updated on the Derby database, a Derby table or index can contain unused space. By default, Derby does not return unused space to the operating system. However, Derby does provide a way to reclaim unused space in tables and associated indexes.

If you determine that a table and its indexes have a significant amount of unused space, use one of the following procedures to reclaim the space: • SYSCS_UTIL.SYSCS_COMPRESS_TABLE - is guaranteed to recover the

maximum amount of free space, at the cost of temporarily creating new tables and indexes before the statement in committed.

• SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE - attempts to reclaim space within the same table, but cannot guarantee it will recover all available space. This procedure uses no temporary files and moves rows around within the same table or index.

For more information, refer to the Apache Derby Administration Guide.

To reclaim space in the table and recreate the indexes, execute the following script from adapters/bin directory:

runScript.bat derbyMaint


PERSISTENCE DATABASE MANAGEMENT

Connecting to the Database

To connect to the Adapter Derby database over the network, use the Java driver derbyclient-10.4.2.0.jar. The following URL will connect to the Derby database running in the Adapter.

jdbc:derby://HOST:1528/persistence-db

Changing the Database Port Number

To change the port number of the database, modify the derby.drpa.portNumber in the system.properties file located in the conf directory.

Offloading the Acquisition Queue to an External Database

In addition to the Apache Derby database, the Acquisition Queue can be offloaded to an external database. To enable support for another database, complete the following steps:1. Download the JDBC driver for the required platform and place the file in the

lib/adapters directory in the adapter install directory.2. Modify the following properties in the Adapter framework.properties

file:— datasource.jdbc.driver: identifies the database driver name

(i.e., com.microsoft.sqlserver.jdbc.SQLServerDriver).— datasource.jdbc.url: identifies the URL to the database

(i.e., jdbc:sqlserver://hostname:1433;DatabaseName=testdb).— datasource.jdbc.username: Username— datasource.jdbc.password: Password. This can be encrypted if

desired.3. Restart the Adapter.

For the database to be highly available, database clustering technologies should be used. Refer to the appropriate database documentation for more information.

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8Chapter
Ionix IT Orchestrator Configuration 1
Topics covered in this chapter:• Using the ITIL Adapter Plugin• Adapter API

Using the ITIL Adapter Plugin 1

The ITIL Adapters plugin for Orchestrator enables the ITIL Adapters to be easily used from EMC Ionix IT Orchestrator and leverages the Adapter API.

Associated Files

The following files are utilized by the Adapters plugin:• com.iwave.ext.adapters_x.x.zip – This is the core of the Adapters plugin for

Orchestrator. This plugin provides the ‘TransactionProcessor’ for acquisition and the Tasks for operation services. It also contains the full Adapter API jar files so that they can be used within workflows.

• com.iwave.ext.adapters.httpdispatcher_x.x.zip - This archive contains the AdaptersDispatcher.war. This needs to be loaded with the container and provides an endpoint that communicates with the adapters push mechanism. Extract this zip to the root of the container and it should be unpacked in the correct directory.

• com.iwave.ext.adapters.examples_x.x.zip – (Optional) This is an Orchestrator project that should be imported into Studio. It contains some tests and examples on how to use the push mechanism. This project is not required to use this plugin but is helpful as a starting point and example.

Installation and Configuration

HTTP Dispatcher (com.iwave.ext.adapters.httpdispatcher_2.3.1)

This component is a web application that provides a Web API used by the Adapter to push to the Ionix IT Orchestrator. This is required for the


https://integratorng.trac.cvsdude.com/integratorng/wiki/AdaptersAPI

https://internal-sbs.iwavesoftware.com:8084/servlet/JiveServlet/showImage/102-1011-5-1004/client-workflow.jpg





https://prime:8444/TransactionDispatcher/ClientA

https://prime:8444/TransactionDispatcher/ClientB

USING THE ITIL ADAPTER PLUGIN

Acquisition Push feature. The web application is packaged as a single file called AdaptersDispatcher.war.

To install this component: 1. Copy the AdaptersDispatcher.war file to the conf/webapps/

directory of the container. 2. Extract the zip file to the root container directory and it will be placed in the

correct location.3. If you do not wish to use a standalone container install, there is a container

install bundled with studio. This container install is located in directory plugins/com.enigmatec.ems.platform_4.0.0.

4. Ensure that a JAAS login module is set up for the container. The default container install sets up JAAS to use conf/JaasAuth-windows.conf. This enables Windows based authentication, which will always succeed if the user is logged in.

Adapters Plugin (com.iwave.ext.adapters_2.3.1)

The com.iwave.ext.adapters plugin needs to be installed in both Studio and the container. This is installed like any other Ionix IT Orchestrator plugin. A new version of this plugin will be required for a new release of the adapters as it contains the API for a specific adapters version.

To install this plugin:1. Extract the com.iwave.ext.adapters_2.3.1.zip to the base studio

directory. This will install the plugin into the plugins directory of studio. If a previous version of the plugin exists, remove it by removing the plugins\com.iwave.ext.adapters* from the studio installation.

2. A sample container startup script called adapters-container.bat is provided with the examples project. After extracting the examples project, you can find this file in the resources directory. The following jar files from the plugin need to be on the classpath for the container. The adapters-container.bat script takes care of this for you. — plugins\com.iwave.ext.adapters_2.3.1\adapters.jar

— plugins\com.iwave.ext.adapters_2.3.1\lib\api-2.3.jar

— plugins\com.iwave.ext.adapters_2.3.1\lib\ejb3-persistence-1.0.2.GA.jar

adapters-container.bat:

set ORCH_HOME=c:\iWaveSoftware\orchestrator-studio\plugins\com.enigmatec.ems.platform_4.0.0

set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\adapters.jar;%CONTAINER_CLASSPATH%

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https://internal-sbs.iwavesoftware.com:8084/servlet/JiveServlet/showImage/102-1011-5-1001/newservice.jpg





set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\lib\api-2.3.jar;%CONTAINER_CLASSPATH%

set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\lib\ejb3-persistence-1.0.2.GA.jar;%CONTAINER_CLASSPATH%

%ORCH_HOME%\bin\container -r c:\iWaveSoftware\orchestrator-repository-adapters

Adapters Push Configuration

The com.iwave.ext.adapters.examples project contains samples of implementing a push handler. The sample sets up two push clients that can be accessed via the URLs https://localhost:8444/TransactionDispatcher/ClientA and https://localhost:8444/TransactionDispatcher/ClientB. These need to be specified in the adapters configuration.• Adapters - To enable the push mechanism on the adapters, the

acquisition-push-spring.xml file needs to be placed in the conf directory of the adapters. This should contain the content below. Note that multiple QueueProcessors can be included to perform pushes from multiple different objectType/serviceIds.

acquisition-push-spring.xml

<beans xmlns="http://www.springframework.org/schema/beans"xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"xsi:schemaLocation="http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd"><bean>

<property name="threads" value="3"/><property name="objectType" value="*"/><property name="serviceId" value="*"/><property name="pusher"><bean>

<property name="url" value="https://prime:8444/AdaptersDispatcher/ClientA"/>

<property name="username" value="admin"/><property name="password" value="admin"/></bean>

</property> </bean>

</beans>



Using the Plugin

This section describes how to use the adapters plugin.

Acquisition

The adapters plugin provides a special ME type to handle TransactionRecords pushed from the adapters. A service can be created to implement this ME type by creating a new Service and adding the super type TransactionProcessor.

Figure 8-1 Creating a New Service

The TransactionProcessor type requires an effector to be implemented named processTransaction. This effector provides a TransactionRecord as a parameter that has to be processed by the workflow. When the workflow successfully completes, the record will be marked as complete in the adapters.

The effector has two return fields:• transactionResponse - This field indicates if the processing of the record was

successful or not. There are three possible values for this return:

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— com.iwave.ext.adapters.acquisition.TransactionResponse.OK - Indicates that the processing was successful. This responds to the adapters with a success code and the transaction will be completed (unless it was manually changed through the workflow.

— com.iwave.ext.adapters.acquisition.TransactionResponse.ERROR_RETRY - Indicates that there was an error processing the record. The adapters will retry this again after the usual interval. This is the default handling for errors.

— com.iwave.ext.adapters.acquisition.TransactionResponse.ERROR_NO_RETRY - Indicates that there was an error processing the record that will always fail and it should not be retried again.

• errorMessage - If an error occurred, this contains the text that is passed to the Adapters. This is useful for logging the error back into the adapters logs and to Monitoring Server.

Operations

The adapters plugin provides Services for each of the common services available in the adapters API. Theses services are available from the palette under the com.iwave.ext.adapters heading. They can be dropped onto any workflow.

Figure 8-2 Workflow



Configuration of the adapter services is done from the service organization. You need to specify the following configuration parameters to connect to the adapters web services. • wsdl - URL to the WSDL for the web service. This may be a URL to a resource or

the local file system and does not necessarily need to be the remote endpoint.• endpointUrl - The URL to the endpoint to use for the web service. If this is null

then the endpoint URL contained in the WSDL file is used. • username - The HTTP Basic Authentication username to use for

authentication to the adapters. • password - The HTTP Basic Authentication password to use for authentication

to the adapters.Figure 8-3 Client Service Organization

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ADAPTER API

Adapter API 8

The Adapter API is a subset of the Adapter Framework that contains the common object model and services that are used for all of the ITIL adapters. All Adapter services are exposed as Web Services. This API provides a mechanism for integrating Java-based tools with the adapters. The functionality of this API is exactly the same as what can be used from the Web Services.

Note: This API cannot be used if you need to integrate a non Java-basedsystem with the adapters.

The Adapter API uses JAX-WS to connect to the API using the standard Web Services.

Software Requirements

When using this ITIL Adapter API with Ionix IT Orchestrator, the following software is required:• Java version 6 • Adapters version 2.3 (or later)

API Distribution

The API distribution zip file (i.e., api-2.4.zip) contains the following files and directories:• javadocs - JavaDoc documentation for the API. This should be used as a full

reference for the API operations. • lib/api-2.3.jar - This is the main API archive. • lib/ejb3-persistence-1.0.2.GA.jar - The API depends on the JPA

('javax.persistence') APIs. This is part of JEE but is provided as a standalone jar file.

• lib/log4j-1.2.14.jar - The API does limited logging in certain situations. The log4j logger jar file is required for this.

Package Descriptions

The following are the descriptions of the packages included in the API:• com.iwave.acquisition - Object model and services for the adapter

acquisition services. • com.iwave.adapters - Adapters Client API entry point. • com.iwave.batch - Object model and services for the adapter batch services.


ADAPTER API

• com.iwave.ims - Object model and services for the Monitoring Server services.

• com.iwave.itom - The IT Object Model and supporting helper classes. • com.iwave.operations - The Adapters operational services (IT endpoint

operations). • com.iwave.util - Various internal utilities required by the API.

Key Classes

This following are the descriptions of the key classes in the API. For complete information on the API and methods available, consult the Javadocs.• com.iwave.adapters.AdapterClient - This is a utility class for getting client

proxies to the acquisition, Monitoring Server, batch and operation services. • com.iwave.itom.support.XmlSerialization - This is a utility for serializing

and deserializing adapter object models to/from XML. • com.iwave.itom.extended.ExtendedFieldFactory - This is a utility class for

creating extended fields from k-v Map constructs or getting Maps from extended fields. This is the easiest way of working with extended fields from Java.

Service Classes

The following are the Service Classes included in the API:• Acquisition Services:

— IAcquisitionService - Acquisition Services for interacting with the adapters queue.

— IAcquisitionManagementService - Management information about the adapter queue.

• Batch Services:— IBatchService - Batch services.

• iWave Monitoring Server Services:— IIWaveEventService - Monitoring Server Service for publishing events.

• IT Operational Services:— IITObjectService - ITObject Operations service. — IITObjectAttachmentService - ITObject Operations service. This also

supports attachments and must be used for operations for adapters that support attachments.

— IIncidentService - Incident Operations service. — IIncidentAttachmentService - Incident Operations service. This also


— IChangeService - Change Operations service.

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— IChangeAttachmentService - Change Operations service. This also supports attachments and must be used for operations for adapters that support attachments.

— IProblemService - Problem Operations service. — IProblemAttachmentService - Problem Operations service. This also


— IConfigurationService - Configuration Item Operations service.— IDeviceService - Device Operations service. — IDomainDeviceService - Device Operations service that accepts the

domain/network as an extra parameter to each call. This is required for adapters such as ITOI that has this capability.

— IEventService - Event Operations service. — IEventServiceDestination - Event Operations Service that requires the

destination/domain to be specified on each call. This is required for adapters such as SCOM that has this capability.

SSL Certificates

If the Adapter service is using a self signed certificate, JAX-WS may fail to establish an SSL connection. There are two options for dealing with this potential failure:• Install the SSL Certificate from the adapters into the trust keystore for the Java

application using the API. • Disable trust verification for SSL. This can be dangerous on the public internet

allowing for man-in-the-middle attacks but is generally not a problem where customers have a secure pipe to begin with. This is almost always the case for our customers. The 'com.iwave.ext.adapters.examples' orchestrator project contains an example of installing a trust-all security manager.


ADAPTER API

Java Code Examples

This section includes Java code examples of the Acquisition Services and Incident Services. For complete examples on how to use this API from Ionix IT Orchestrator, see the 'com.iwave.ext.adapters.examples' orchestrator project that is available with the API.

Figure 8-4 Acquisition Example

// Example using the acquisition services IAcquisitionService acquisition = AdapterClient.get(IAcquisitionService.class, "https://hostname:9443/services/AcquisitionService?wsdl", "iwave", "password"); // Example creating a service with no authentication: //IAcquisitionService acquisition = AdapterClient.newClient(IAcquisitionService.class,

// "https://hostname:9443/services/AcquisitionService?wsdl"); // Example creating a service with an alternate endpoint URL: //IAcquisitionService acquisition = AdapterClient.newClient(IAcquisitionService.class,

// "https://hostname:9443/services/AcquisitionService?wsdl", // "https://alternatehost:9443/services/AcquisitionService", // "iwave", "password"); // Calling count System.out.println("Adapter queue count: " + acquisition.count());

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Figure 8-5 Incident Operations Example

// Example using the incident service. After this service is created, // this proxy should be cached. Creating this every time is expensive. IIncidentAttachmentService inc = AdapterClient.get(IIncidentAttachmentService.class, "https://hostname:9443/services/ionix-sm/IncidentService?wsdl", "iwave", "password"); // Retrieving an incident Incident incident = inc.get("2"); System.out.println("Incident Found: " + incident.getIdentifier()); System.out.println(" Desc: " + incident.getDescription()); // Print the entire incident content as XML System.out.println(incident); // Example accessing extended fields. // This can be used to access a single field but it is not efficient System.out.println("Field 'MODE': " + incident.getExtendedField("MODE", StringField.class).getValue()); // This should be used for easiest access to bulk fields. // This creates a map for accessing fields by key/value pairs Map<String,Object> fields = ExtendedFieldFactory.fieldsToMap(incident.getExtendedFields()); System.out.println("Field 'MODE': " + fields.get("MODE"));

// Updating an Incident Incident updateIncident = new Incident(); // ID is required for updates updateIncident.setIdentifier("2"); updateIncident.setDescription("Updated the description"); // Creating extended fields on update (Single mode)

//updateIncident.addExtendedField("MODE", "REVIEW"); // Creating many extended fields. (This will probably change to Map<String,Object>) Map<Object,Object> updateFields = new HashMap<Object,Object>(); updateFields.put("MODE", "REVIEW"); updateIncident.addExtendedFields(updateFields); // or

//updateIncident.setExtendedFields(ExtendedFieldFactory.newExtendedFields(updateFields)); // Perform the update System.out.println(updateIncident);

System.out.println(inc.update(updateIncident));


ADAPTER API

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9Chapter
Using the URL Agent 1
The chapter discusses the following topics:• About the Adapter URL Agent• Python Requirement• URL Agent Daemon• Logging• Running the URL Agent• URL Agent Filtering

About the Adapter URL Agent 1

If an Adapter does not require a specialized Agent, an EMC Ionix IT Orchestrator Adapter URL Agent can be installed. The main function of the URL agent is to perform an HTTP GET or POST operations against the adapter. An external application could be used to perform these functions, but the URL Agent provides some capabilities that may not be readily available from another client.

The URL Agent includes the following capabilities:• Store-Forward Capability - This means that if the Adapter is not running or

there is a network outage, the transactions are stored in a local data file. These transactions are forwarded when the Adapter is available again.

• HTTPS and HTTP Basic Authentication - for secured communications and authentication.

• Retrying on Retryable Error Codes - The Adapter Framework will return an HTTP Status Code for different types of errors. The URL Agent provides retrying on retryable error codes from the Adapter.

Python Requirement 1

Python 2.6 is required for the URL Agent. During installation, if the URL Agent is selected, the Python software is automatically installed.


URL AGENT DAEMON

URL Agent Daemon 1

The Adapter URL Agent consists of two components: the agent and the agent daemon.

The URL Agent daemon is a lightweight process that runs in the background and makes requests to the Adapter(s). The URL Agent makes use of the Agent daemon background service. When started, the agent daemon provides ordered access to the adapter and to the store-forward data file. This daemon will remain running after the GET or POST operation is complete. It consumes minimal resources and allows future transactions to be executed much faster. Only one instance of the daemon is running at a time.

The agent uses TCP/IP port 50011 (by default) to communicate with the URL Agent daemon.

Shutting Down and Starting the Daemon

The Agent daemon is automatically started when the URL Agent is installed. If the daemon needs to be shutdown and restarted, enter the following commands:• To shutdown the agent daemon, enter the command:

agent.py –s

• To start the Agent daemon, enter the command:agent.py –d

Logging 1

All logging is performed by the Agent daemon. A single log file is used for all requests going out. Error messages are logged to the file in ../log/agent.log. By default, the logging is minimal. This is recommended for production usage. If there is a problem, verbose logging can be enabled by adding the -v flag on the command when the Agent daemon is started.

When enabling verbose logging, it is recommended to first shutdown the daemon and then start the daemon with verbose logging. To enable verbose logging, enter the following commands: • agent.py -s

• agent.py -d –v

If a request is made without using the agent daemon, the local option can be used. The agent daemon is not used or started when this option is used and store-forward is disabled. The following is a sample of using this option with verbose logging on.

agent.py -v -l http://localhost:9080/services/adapter

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Running the URL Agent 1

The URL Agent execution parameters are as follows:

Usage:

agent.py [options] url1 [alternate-urls ...]

Options:

-h, --help Shows this help message and exits. -a key=value Specifies an attribute in key=value format. -x XML_FILE, --xml-file=XML_FILE

Specifies the XML File that contains data to POST to the url.

-f ATTRS_FILE, --attrs-file=ATTRS_FILESpecifies the file that contains a list of key=value@$ attributes.

-e, --environment-variablesEach environment variable is taken as a key/value pair to pass as data.

-u USERNAME, --username=USERNAMEUsername for HTTP Basic Authentication.

-p PASSWORD, --password=PASSWORDPassword for HTTP Basic Authentication.

-r, --resubmit Resubmit all items from the dead queue back to the store (not available with the -l option).

-c, --clear Clears all items in the dead queue. (Not available with the -l option).

-v, --verbose Enables verbose logging for the agent daemon. -l, --local Do not attempt to use the agent daemon. The log file is

not created and store-forward is disabled. -d, --daemon Starts the agent daemon in the foreground. This

command does not return. -s, --shutdownShuts down the background agent daemon. Exits

immediately after shutdown.

Example Commands

The following are example commands for using the URL Agent:• To perform an HTTP GET to the URL, use the following command:

agent.py http://localhost:9080/services/adapter


URL Agent Filtering

• To perform an HTTP GET to the adapter in a fail-over environment, enter the command with two URLs:— If the first URL is not reachable, the second is tried. — If none are reachable, the store-forward mechanism is engaged. Only

one URL is notified.agent.py http://host1:9080/services/adapter http://host2:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload that has the key/value pair specified, enter the following command. The XML schema is the format understood by the adapters.agent.py -a key=value http://localhost:9080/services/adapter

The XML Format used by the adapters will look like this:

<?xml version="1.0" encoding="UTF-8"?><data> <string-field name="key">value</string-field></data>

• To perform an HTTP POST to the URL specified with an XML payload with the key/value pairs retrieved from a text file, enter the following command. The XML schema is the format understood by the adapters. The text file lines must be terminated in @$ to denote the end of a line (they can span multiple lines).agent.py -f /path/to/file http://localhost:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload using the file specified, enter the following command with the –x option: agent.py -x /path/to/file http://localhost:9080/services/adapter

URL Agent Filtering 1

Sometimes it is beneficial or necessary to filter out changes coming out of an endpoint application before they get to the workflow. By filtering early, it reduces the load on the Adapter system. Also, some things like the request type can only be determined at the endpoints. Often the endpoint can provide access to previous values of data as well as the current. This allows status changes to be detected and can allow a request type to be sent for the record.

The Adapter supports URL Agent filtering. The URL Agent filter identifies the changes that need to be performed before reaching the endpoint application. The filter is essentially a wrapper around the URL agent that provides the filtering mechanism.

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URL Agent Filtering

Using a filter script allows you to define configuration settings like the URL to use, basic auth parameters and logging options right within the script. This means that the command line call to the script will be very simple. This also makes it easier to run tests.

Running the Filter Script

An example URL Agent filter script (agent-filter.py) is installed with the URL Agent. The agent-filter.py file can be copied and customized for your solution. The script contains examples of options that can be changed. Modifying the filter requires minimal coding and some knowledge of Python.

To run the script, enter the following command:c:\install_root\adapters-2.2\agent\agent-filter.py

On Windows systems, you may need to use the command from an endpoint application. For example:c:\Python26\python c:\IonixITO\adapters-2.2\agent\agent-filter.py

Filter Parameters

All parameters for the URL Agent function (i.e.,. -v, -l, -s) can be used in the URL Agent filter. Attributes are included in the script to perform the specific filtering. The attributes available to the filter script are defined by the -a, -f or -e parameters to the script.

The following parameters can be added to the Notification or Acquisition-Event services to influence how this transaction is placed in the queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type.

Example Filter Script

Figure 9-1 identifies the example URL Agent Filter.


URL Agent Filtering

Figure 9-1 Example URL Agent Filter Script (page 1 of 3)

#!/usr/bin/env python## Example Usage: # agent-filter.py -a REMOVE_ME=abc -a Status=InProgress -a OldStatus=Updated -a MUST_HAVE=true -a SEND=true -a Partner=abc -a ID=123

from multiprocessing import freeze_supportimport agent

class FilteredAgent(agent.FilteredAgentMixin):# Pre-configured URLs to send the requests to. # This can be comma separated in the brackets urls = ['http://localhost:9080/services/notification/remedy/%s/%s']

def init(self):### Examples of setting URL Agent options (Overrides)

# Override Basic Authentication username and password. # Uncomment these to enable#self.options.username = 'user'#self.options.password = 'pass'

# Override verbose loggingself.options.verbose = True

# Override local/background agent. True means local, # False means background and uses store-forwardself.options.local = True

# If no code is in this method you need this line#pass

def filter_attributes(self, attributes):"""should_filter_out(self)

This method call is used to filter out calls to the agent. If thismethod returns True, then the call will not be sent on. This usefulto filter out calls that do not need to be processed even though theagent is fired."""

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### Examples of modifying attributes

# Example: Removing an attribute from being sentif 'REMOVE_ME' in attributes:

del attributes['REMOVE_ME']# Example: Setting override object type attributes['iwave.overrides.objectType'] = 'CustomIncident'

# Example: Setting override service ID based on Partner field(static)if 'Partner' in attributes:if attributes['Partner'] == 'ABC':attributes['iwave.overrides.serviceId'] = 'RemedyABC'# Example: Setting override service ID based on Partner field#(dynamic) This will produce a serviceId of 'Remedy{P}' when the#'Partner' field is '{P}'else:attributes['iwave.overrides.serviceId'] = 'Remedy%s' % attributes['Partner']

# Example: Setting the request Type based on a status changeif attributes['Status'] != attributes['OldStatus']:if attributes['Status'] == 'InProgress':attributes['iwave.request.type'] = 'ChangeApproved'elif attributes['Status'] == 'Cancelled':attributes['iwave.request.type'] = 'ChangeRejected'else:attributes['iwave.request.type'] = 'Unknown'

# Example: Sets the create date based on the 'date' attribute# specified using the format specified. Formatting options are# available# here: http://docs.python.org/library/time.html#time.strftimeself.create_date_from_attr('date', "%Y-%m-%d %H:%M:%S")

# Example: Sets the create date from the current time on this# system. The time is always sent as UTC.#self.create_date_from_now()

### Logging

# This piece of code will print out each attribute to the log fileself.agent.log_debug('Agent Filter Called with Attributes: %s' %attributes)

# Logging can also be done to info using:#self.agent.log_info('Some informational message')


URL Agent Filtering


### Replacing URL placeholders

# This replaces any %s placeholders in the URLs with the values# specifiedself.replace_url_placeholders(('incident', attributes["ID"]))

### Examples of filtering out calls### Returning True indicates not to send the call to the adapter### Returning False indicates to send the call to the adapter

# Example: Filters out everything that does not have theattribute "MUST_HAVE"if 'MUST_HAVE' not in attributes:self.agent.log_debug('MUST_HAVE attribute not present.Filtering out')return True

# Example: Filters out anything that does not have the "SEND"attribute # or it is not "true"if 'SEND' not in attributes or attributes['SEND'] != 'true':self.agent.log_debug('SEND attribute not present. Filteringout')return True

# Example: Filters out anything that does not have a change between the# two attributes 'Status' and 'OldStatus'. if attributes['Status'] == attributes['OldStatus']:self.agent.log_debug('Status not changed. Filtering out')return Truereturn False

if __name__ == '__main__':freeze_support()FilteredAgent().run()

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10Chapter
Managing the Adapter 10
In order to manage the EMC Adapters, the Java Console application may be installed on your workstation. The Java Console graphical user interface is a management tool that complies to the Java Management Extensions (JMX) specification. Java Console uses the Java Virtual Machine (Java VM) to provide information about the performance and resource consumption of the Adapters installed in your network.

This application allows you to perform the following functions:• list the names of the Adapters that are licensed and loaded• provide the status of the endpoint applications• restart all Adapters• provide a status of items in the Acquisition Queue

Note: For information on monitoring Events that are generated on the EMCAdapter and Ionix IT Orchestrator, refer to the “EMC Monitoring ServerInstallation and Configuration Guide”.


PREREQUISITES

Figure 10-1 Jconsole – List Adapters

Prerequisites 10

In order to use the Java console to manage the Adapter services, the following tasks must be completed:• The Adapter software must be installed on your computer.• The following Java Development Kit (JDK) package must be installed on your

computer:Java JDK1.6.0

Connecting to the Adapter Java Process 10

There are two ways you can connect to the Adapter Java process: • Connect to the local JMX instance. By default, JMX is not available for remote

connection. Java allows you to connect to a Java process running as the same user using the jconsole.

• JMX can be enabled in the process itself for remote access. Remote access can make use of SSL and authentication. setEnv – Enable JMX monitoring in

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STARTING THE JAVA CONSOLE

setEnv20 identifies the Java properties that can be set to enable JMX without any security or authentication. These properties are included in the setEnv.bat/.sh file, which is located in the install_root\adapters-2.4\bin directory. The JMX monitoring properties are disabled by default. To enable JMX monitoring, delete the rem comment from the setEnv file. PORT can be replaced with any port name that is desired. — -Dcom.sun.management.jmxremote.port=PORT

-Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false

Figure 10-2 setEnv – Enable JMX monitoring in setEnv

Starting the Java Console 10

The Java Console is started by the jconsole executable. This executable can be found in the JDK_HOME/bin directory, where JDK_HOME is the directory in which the JDK software is installed. If this directory is in your system path, you can start the Java Console by typing jconsole in a command (shell) prompt. Otherwise, you have to type the full path to the executable file.

Management Beans 10

The following Adapter management beans can be used through JMX to manage the Adapter:• com.iwave:name=Adapters • com.iwave:name=AcquisitionQueue • com.iwave:name=FrameworkAdmin

com.iwave:name=Adapters

The Adapters Management bean allows the user to see which Adapters are loaded and the status of the endpoint applications.

Methods

The following Methods are supported for the Adapter Management bean:• listAdapterNames() - Gives a list of the names of the adapters that are

licensed and loaded.


MANAGEMENT BEANS

• getEndpointStatus(endpointName) - Gives the status of an adapter. The supplied parameter endpointName should be one of the values returned from listAdapterNames(). Possible values for endpoint status are: — Unknown - Indicates that this adapter does not support the status

check. Currently the only adapters that support this operation are BMC Remedy and CA-USD.

— Available - Indicates that the endpoint application is running and responds to a simple command.

• NotAvailable - Indicates that the endpoint application cannot be reached or fails to respond to a simple command.

com.iwave:name=AcquisitionQueue

The Acquisition Management bean allows the user to see the status of the Acquisition Queue without directly querying the database.

Methods

The following Methods are supported for the Acquisition Queue bean:• countErrors(serviceId, objectType) - Gives a count of the items

on the queue in the Error state. This is the same as the acquisition service countErrors() method.

• countPoll(serviceId, objectType) - Gives a count of the items on the queue in the Poll state. This is the same as the acquisition service count() method.

• countBlocked(serviceId, objectType) - Gives a count of the items on the queue in the Blocked state.

• countTotal(serviceId, objectType) - Gives a count of all of the items on the queue regardless of state.

• queueWaitingTime() - Gets the queue waiting time for the top item on the persistence queue. The date of the first transaction is returned. This can give an idea of when the last transaction was processed and if the queue processor is stalled.

Each of the count methods take parameters of the serviceId and objectType. These must be valid serviceId and objectType or part of a word. % is a valid wildcard. If no objectType and serviceId are specified, the default will be to query all.

Note: The Acquisition Management Service is also exposed as a web service.The following is the WSDL for the Acquisition Management Service:

https://localhost:9443/services/AcquisitionManagementService?wsdl

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com.iwave:name=FrameworkAdmin

The Framework Administration bean allows administration tasks to be performed on the Adapters.

Methods

The following Methods are supported for the Adapter Management bean:• restart(password) - Restarts the adapters. All services are shutdown,

configuration files reloaded and the services restarted. A parameter of the admin password is required.

• framework.admin.password - This is the new setting in framework.properties that contains the admin password hash. The default value for this password is adminpw. If the JMX service will be enabled, this password should be changed from the default.


MANAGEMENT BEANS

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11Chapter
Maintenance and Troubleshooting 11
This chapter covers the following topics pertaining to the maintenance and troubleshooting of the EMC Adapter software.• Logging• Error Types and Meanings• Re-Installing or Uninstalling the Windows Service• Starting and Stopping the Adapter• Uninstalling the Adapter Software - Windows

Logging 11

Logging is provided for both the Adapter Framework and the URL Agent. Before logs can be generated, logging must be turned on and the amount of details specified.

Log Location

Based on the operating system, the EMC Adapter stores logs in following directories:• For Windows: C:\install_root\adapters\log

• For UNIX: /opt/install_root/adapters/log

Turning on Adapter Logging (Windows)

To turn on Adapter Windows logging, you must edit the log4j.properties file.1. From Windows Explorer, navigate to the conf directory:

C:\install_root\Adapters\conf2. Right-click log4j.properties file and click Open on the pop-up menu. If

this is the first time you have opened the properties file, Windows displays the following dialog:


LOGGING

Figure 11-1 Windows Unknown File Type

3. Click Select the program from a list option and click OK.4. From the Open With List, select Notepad. Select Always use the selected

program to open this kind of file and click OK to open Notepad.5. In the log4jproperties file, find the Production Environment

Configuration section and the line: log4j.rootLogger=INFO,File,ErrorAppender

6. Replace the word INFO with DEBUG.7. Find the line: log4j.logger.com.iwave=INFO8. Replace the word INFO with DEBUG. The log4j.properties file should look

like the file identified in Figure 11-2.9. From the menu, select File > Save to save the changes.10. From the menu, select File > Exit to close the file.

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LOGGING

Figure 11-2 log4j.properties File


ERROR TYPES AND MEANINGS

URL Agent Logging

When specifying logging configurations for the URL Agent, use the -v parameter with the agent.py command. This parameter specifies how much detail will be included in the log. When operating in a normal production environment, the log level will normally be set low to save processor time and disk space. • If the log level is too low, it may not provide enough information. • If an issue is suspected with URL Agent connection to the notification service,

increase the log level.

Error Types and Meanings 11

The URL Agent and EMC Adapter generate their own errors. Several types of errors can occur when several complex software applications interact. This complexity is expanded when considering that the applications may be communicating over vast distances (via the Internet) and that they are typically asynchronous.

The following types of errors that may occur when using the EMC Adapter:• Recoverable• Permanent• Global Errors

Recoverable Errors

Recoverable errors go away in time without involving any particular change to the EMC configuration or the endpoint application. For instance, if the EMC URL Agent attempts to send an event notification to the EMC Adapter and the connection is down, the Agent continues sending the notification until the connection is restored. In this case, there is an error message in the log, but no action needs to be performed to return the Adapter to service. The Adapter is returned to service automatically.

Permanent Errors

Permanent errors cannot be recovered automatically and require some form or corrective interaction. For example, if the EMC user for the endpoint application does not have a high enough privilege to open a new incident, the attempt fails. No matter how many times the EMC user attempts to open a new Incident, the action continues to fail until the user account is modified to allow the action.

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Global Errors

An error can thrown from either the Adapter, Ionix IT Orchestrator or Integration workflow. Some of these errors are results of errant configurations such as an incorrect workflow assumption, incorrect URL, or a bad SSL configuration. Other errors could result from an error in the software itself.

Adapter Errors

The table below indicates errors that can occur in the EMC Adapter. These errors can be generated by either the Acquisition or Operations Services.

URL Agent/Notification Service Errors

The table below indicates errors that can appear in the URL Agent logs.

BMC Remedy Errors

If there is an interaction with Remedy from the Adapter and Remedy is having trouble or does not like what was sent to it, Remedy returns an error that

Table 11-1 Adapter errors

Error Cause

AcquisitionException A problem occurred while trying to retrieve a transaction from the adapter.

ObjectNotFoundException Occurs when the object requested on a get, update, or remove operation is not found

UnsupportedOperationException The method used on the adapter is not supported by the adapter.

OperationsException Typically a recoverable error such as connectivity issues

NonRecoverableOperationsException

Permanent error condition.

Table 11-2 URL Agent / Notification Service Errors

Error Cause

HTTP-503: Service Unavailable Most likely either the Form name or Incident ID are invalid on the command line call to the URL Agent.

HTTP-50x: Internal Server Error An unexpected error occurred. Consult the log files.

HTTP-404: Not found An incorrect URL was entered or the host name is incorrect.


https://integratorng-trac.cvsdude.com/integratorng/wiki/AcquisitionException


attempts to provide enough information to debug the problem. Being able to determine the difference between errors in the vendor application, such as Remedy, and an EMC Ionix IT Orchestrator Adapter component sharply reduces the time it takes to debug a problem.

Configuration Errors

The following table describes common errors associated with the configuration of the adapter.

Common Errors

The following table describes errors that are commonly reported from Remedy. These errors provide information that could lead to changes in workflow data, Remedy login information, Remedy user privileges, and connectivity.

Table 11-3 Adapter Configuration Errors

Error Cause Solution

NativeLinkError The Remedy 7.1 API .DLL files are not present.

Make sure API .dll files in /install_root/Adapters/bin

ClassNotFoundException

Required Remedy 7.1 API .jar files are not present

API .jar files should be located /install_root/Adapters/bin

NumberFormatException

Remedy port was not supplied in framework.properties file.

If using the remedy port mapper make sure the following parameter is set remedy71.port=0. If not using the port mapper replace the 0 with the correct port number.

Table 11-4 Common Errors


Login failed Remedy login credentials are incorrect preventing the adapter from connecting to the Remedy API.

Make sure that framework.properties parameters remedy71.username and remedy71.password have valid values

—sheet 1 of 3—

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Cannot access [formName: formId]

An invalid Remedy form name was provided to one of the Adapter’s Operations methods.

Validate that the proper form name is present in your Automator workflow logic when calling the operations methods.

The Remedy user account provided in the framework.properties files does not have enough privilege to access or perform the requested operation on the form.

Change the Adapter user account to one with greater privilege or upgrade the permissions for the Adapter account in Remedy

The form has changed since the adapter has been started

Restart the adapter

Cannot get field: [formName: fieldId]

The field name supplied by the Automator workflow to the adapter’s operations service is incorrect.

Validate that the field name exists and that there is no typo in the field name in the appropriate workflow. If using the Incident Object Model check the ITOM to make sure the field is named correctly.

The field names are right but for a different form.

Validate that the workflow is paring up the right fields with the right form.

The EMC Ionix IT Orchestrator Adapter Remedy account does not have enough privilege to perform the requested operation on this field.

Change the Adapter user account to one with greater privilege or upgrade the permissions for the account in Remedy

The form has changed since the adapter has been started

Restart the adapter

Unable to update: entryID[formName : entry]

An error occurred while attempting to update the entry with entry identifier entryID.

Make sure the form name and Incident ID are correct and that Remedy’s user privilege can perform this action

Unable to create entryID[formName : entry]

An error occurred while attempting to create an entry in the Remedy system

Make sure the form name is correct and that Remedy’s user privilege can perform this action

Table 11-4 Common Errors (continued)


—sheet 2 of 3—



Unable to delete entry:

[formName:identifier]

An error occurred while attempting to delete an entry in the Remedy system

Make sure the form name and Incident ID are correct and that Remedy’s user privilege can perform this action

Unable to get an entry using qualification string: [formName: qualification]

Find query is incorrect Provide a valid query

Table 11-4 Common Errors (continued)


—sheet 3 of 3—

139 VERSION 2.4 REV A01 300-011-512

RE-INSTALLING OR UNINSTALLING THE WINDOWS SERVICE

ReInstalling or Uninstalling the Windows Service 11

If the Windows Service needs to be re-installed or un-installed, complete the following steps:

Reinstalling the Windows Service

To re-install the Windows Service:

1. Access the bin directory:install_root/adapters-2.4/bin

2. Run the installation script.service.bat install

Uninstalling the Windows Service

To uninstall the Windows Service:

1. Access the bin directory:install_root/adapters-2.4/bin

2. Run the un-install script.service.bat uninstall

Starting and Stopping the Adapter 11

If the Windows Service has been uninstalled and the Adapter needs to be started, the startAdapters.bat file is included in the following directory:

install_root/adapters-2.4/bin/startAdapters.bat

This command starts the Adapter framework with a command window. To stop the Adapter framework, close the command window.


UNINSTALLING THE ADAPTER SOFTWARE - WINDOWS

Uninstalling the Adapter Software Windows 11

To uninstall the EMC Adapter software, complete the following tasks:1. From the Start menu, select the Uninstall Adapters option.2. The Uninstall EMC Adapters Introduction screen displays. From this screen,

click Uninstall.Figure 11-3 Uninstall Introduction

141 VERSION 2.4 REV A01 300-011-512


3. The Uninstaller begins to remove features associated with the installed Adapter. It then uninstalls the EMC Adapter files, shortcut, LaunchAnywhere features, folders, and registry.

Figure 11-4 Uninstall In Progress



4. The Uninstallation Complete screen displays. The files that were not installed may be displayed on the screen. These files must be removed manually. Click Done.

Figure 11-5 Uninstallation complete

143 VERSION 2.4 REV A01 300-011-512

12Chapter
IT Object Model (ITOM) 1
This chapter identifies the following IT Object Model (ITOM) mappings for BMC Remedy:• Incident Mapping• Configuration Item (CI) Mapping• Problem Mapping• RFC Mapping• Attachments


VERSION 2.4 REV A01 300-011-512

INCIDENT MAPPING

1

Close Reopen Default

d Required Not Supported

d

l

d 5 0

145

Incident Mapping

Table 12-1 identifies the Incident mappings for the BMC Remedy Adapter.

Table 12-1 Remedy Incident Management Request form V7.1 - Form HPD:Help Desk

Name Description Type Name (Label) Type Create

Base.Identifier The unique identifier for an Incident Report (Incident ID)

xs:string Incident Number (Incident ID)

Char(15) Require

Base.Summary Summary of the Incident xs:string Summary (Summary)

Char(100) Require

Description Detailed description of the Incident

xs:string Detailed Description (Notes)

Char(0) Option a

Status The status of the incident

xs:string Status Selection 0=New, 1=Assigned, 2=In Progress, 3=Pending, 4=Resolved, 5=Closed, 6=Cancelled

Require

—sheet 1 of 15—

INCIDENT MAPPING

146

d None

d None

None



Impact Assessment of Impact xs:string Impact (Impact) Selection 1000=Extensive, 2000 Significant, 3000-Moderate, 4000-Minor

Require

Severity The severity of the incident

xs:string

Urgency The urgency (severity) of the incident

xs:string Urgency (Urgency)

Selection 1000=1-Critical, 2000=2-High, 3000=3-Medium, 4000=4-Low

Require

Priority Priority of Incident xs:string Priority (Priority) Selection 0=Critical, 1=High, 2=Medium, 3=Low

Required

Weight Weight assigned to the incident

xs:integer Priority Weight (Weight)

Integer (0 - 2147483647)

Optional



—sheet 2 of 15—

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INCIDENT MAPPING

None


147

Classification Incident Classification Information

Classification

Classification.Company

Incident Company xs:string Company (Company)

Char(254) Required

Classification.ServiceType

Incident Service Type xs:string Service Type (Service Type)

Selection 0=User Service Restoration, 1=User Service Request, 2=Infrastructure Restoration, 3=Infrastructure Event

Required



—sheet 3 of 15—

INCIDENT MAPPING

148



Classification.ReportedSource

Reported Source xs:string Reported Source (Reported Source)

Selection 1000=Direct Input, 2000=E-mail, 3000=External Escalation, 4000=Fax, 5000=Systems Management, 6000=Phone, 7000=Voice Mail, 8000=Walk in, 9000=Web, 10000=Other

optional

Classification.ReportedDate

Date Incident was Reported xs:datetime

Reported Date (Reported Date)

Date/Time optional

Classification.Operational

Operational Categorization Operational

Classification.Operational.Tier1

Operation Categorization for Tier 1

xs:string Categorizaation Tier 1 (Tier 1)

Char(60) optional



—sheet 4 of 15—

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INCIDENT MAPPING


149


Operation Categorization for Tier 2

xs:string Categorization Tier 2 (Tier 2)

Char(60) optional


Operation Categorizaiton for Tier 3

xs:string Categorization Tier 3 (Tier 3)

Char(60) optional

Classification.Product Product Categorization Product

Classification.Product.Category1

The product classification category for Tier 1

xs:string Product Categorization Tier 1

Char(60) optional




Char(60) optional




Char(60) optional

Classification.Product.Name

The name of the classified product

xs:string Product Name (Product Name)

Char(254) optional

Classification.Product.ModelVersion

The model and version of the classified product

xs:string Product Model/Version (Model/Version)

Char(254) optional

Classification.Product.Manufacturer

The Manufacturer of the classified product

xs:string Manufacturer (Manufacturer)

Char(254) optional

Customer Customer Contact Information

Contact

Customer.Company Company xs:string Contact Company (Company)

Char(254) Required



—sheet 5 of 15—

INCIDENT MAPPING

150



Customer.FirstName First Name xs:string First Name (First Name)

Char(30) Required

Customer.LastName Last Name xs:string Last Name (Last Name)

Char(30) Required

Customer.MiddleName

Middle Name xs:string Middle Name (Middle Name)

Char(30) Optional

Customer.PhoneNumber

Phone Number xs:string Phone Number (Phone Number)

Char(50) Required

Customer.Organization

Organization xs:string Organization (Organization)

Char(60) Optional

Customer.Department

Department xs:string Department (Department)

Char(60) Optional

Customer.Site Site xs:string Site (Site+) Char(60) Optional

Customer.EmailAddress

Email Address xs:string

Direct Direct Contact Information Contact

Direct.Company Company xs:string Direct Contact Company (Company)

Char(254) Optional

Direct.FirstName First Name xs:string Direct Contact First Name (First Name)

Char(30) Optional



—sheet 6 of 15—

VERSION 2.4 REV A01 300-011-512

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151

Direct.LastName Last Name xs:string Direct Contact Last Name (Last Name)

Char(30) Optional

Direct.MiddleName Middle Name xs:string Direct Contact Middle Initial

Char(30) Optional

Direct.PhoneNumber Phone Number xs:string Direct Contact Phone Number (Phone Number)

Char(50) Optional

Direct.Organization Organization xs:string Direct Contact Orgainization (Organization)

Char(60) Optional

Direct.Department Department xs:string Direct Contact Department (Department)

Char(60) Optional

Direct.Site Site xs:string Direct Contact Site (Site+)

Char(60) Optional

Direct.EmailAddress Email Address xs:string Direct Contact Internet E-mail (Internet E-Mail)

Char(255) Optional

Assignee Incident Assignee Information

Assignment

Assignee.Company Assignee Support Company xs:string Assigned Support Company (Support Company)

Char(255) required



—sheet 7 of 15—

INCIDENT MAPPING

152

required



Assignee.Organization

Assignee Support Organization

xs:string Assigned Support Organization (Support Organization)

Char(60) required

Assignee.PrimaryGroup

Assigned Group xs:string Assigned Group (Assigned Group)

Char(60) required

Assignee.SecondaryGroup

Assigned Secondary Group xs:string

Assignee.Assignee Assignee to the incident xs:string Assignee (Assignee) Char(69) optional

Owner Incident Owner Information Assignment

Owner.Company Owner Support Company xs:string Owner Support Company (Owner Support Company)

Char(254) optional

Owner.Organization Owner Support Organization

xs:string Owner Support Organization (Owner Support Organization)

Char(60) optional

Owner.Group Owner Group xs:string Owner Group (Owner Group)

Char(60) optional

Owner.Owner Owner xs:string Owner (Owner) Char(69) optional

Vendor Vendor Information



—sheet 8 of 15—

VERSION 2.4 REV A01 300-011-512

INCIDENT MAPPING


153

Vendor.AssignmentStatus

The status of the vendor assignment of the incident

xs:string Vendor Assignment Status (Vendor Assignment Status)

Selection 0=Assigned, 1=In-Progress, 2=Completed

optional

Vendor.Identifier The unique identifer of the incident id of the vendor system reported to

xs:string Vendor Ticket Number (Vendor Ticket Number)

Char(50) optional

Vendor.ReportedToVendorDate

The date the incident was reported to Vendor

xs:datetime

Reported to Vendor (Reported to Vendor Date)

Date/Time optional

Vendor.RespondedToVendorDate

The date the vendor last responded to the Incident

xs:datatime

Vendor Responded On (Vendor Responed Date)

Date/Time optional

Vendor.ResolvedDate The date the vendor resolved the incident

xs:datetime

Vendor Resolved Date (Vendor Resolved Date)

Date/Time optional

Vendor.Contact Vendor Contact Information Contact

Vendor.Contact.Company

Company xs:string Vendor Company (Vendor Company)

Char(254) optional

Vendor.Contact.FirstName

First Name xs:string Vendor First Name (Vendor First Name)

Char(30)



—sheet 9 of 15—

INCIDENT MAPPING

154



Vendor.Contact.LastName

Last Name xs:string Vendor First Name

Vendor.Contact.MiddleName

Middle Name xs:string

Vendor.Contact.PhoneNumber

Phone Number xs:string

Vendor.Contact.Organization

Organization xs:string Vendor Organization (Vendor Organization)

Char(254) optional

Vendor.Contact.Deparment

Department xs:string Vendor Group (Vendor Group)

Char(60) optional

Vendor.Contact.Site Site xs:string

Vendor.Contact.Email Email Address xs:string Vendor Email

Resolution Resolution Information Resolution

Resolution.Detail Resolution Detail Information

xs:string Resolution (Resolution Details)

Char(0) optional

Resolution.Method The method of resolution xs:string Resolution Method (Resolution Method)

Char(30) optional

Resolution.Cause The determined cause of the incident

xs:string Generic Categorization Tier 1 (Cause)

Char(60) optional



—sheet 10 of 15—

VERSION 2.4 REV A01 300-011-512

INCIDENT MAPPING

required


155

Resolution.ClosureSource

The source of who closed the incident

xs:string Closure_Source(Closure Source)

selection 1000=Customer, 2000=System, 3000=Support Agent

optional

Resolution.Tier1 The resolution category for Tier 1

xs:string Resolution Category (Tier 1)

Char(60) optional


xs:string Resolution Category Tier 2 (Tier 2)

Char(60) optional


xs:string Resolution Category Tier 3 (Tier 3)

Char(60) optional

Resolution.SatifactionRating

The resolution satifaction rating

xs:string Satisfaction Rating (Satisfaction Rating)

Char(30) optional

Resolution.RequiredDate

The date the resolution is required

xs:datetime

Required Resolution DateTime(Required Resolution Date)

Date/Time optional

Resolution.ForecastResolutionDate

The forecasted Resolution Date

xs:datetime

Estimated Resolution Date (Estimated Resolution Date)

Date/Time optional

Resolution.ResolutionDate

The actual date and time of the resoluton

xs:datetime




INCIDENT MAPPING

156



Resolution.Product The resoluton product categorization

Product

Resolution.Product.Category

The product closure resolution category for Tier 1

xs:string Closure Product Category Tier1 (Tier 1)

Char(60) optional

Resolution.Product.Category2



Char(60) optional

Resolution.Product.Category3



Char(60) optional

Resolution.Product.Name

The name of the closure product

xs:string Closure Product Name (Product Name (R))

Char(254) optional

Resolution.Product.ModelVersion

The model and version of the closure product

xs:string Closure Product model/Version (Model/Version (R))

Char(254) optional

Resolution.Product.Manufacturer

The Manufacturer of the closure product

xs:string Closure Manufacturer (Manufacturer (R))

Char(254) optional

Log Logging Activity Log Form: HPD_WorkLog

Log.Identifier unique identifier for the log item

xs:string Entry ID Char(15)




VERSION 2.4 REV A01 300-011-512

INCIDENT MAPPING


157

Log.Type Type of Log activity xs:string Work Log Type required

Log.Summary Log Summary xs:string Description (Summary)

Char(100) required

Log.Source Log Source xs:string Communication Source (Source)

Selection 1000=Email, 2000=fax, 3000=Phone, 4000=VoiceMail, 5000=Walkin, 6000=Pager, 7000=System Assignment, 8000=web, 9000=other

optional

Log.Description Log Description xs:string Detailed Description (Notes)

Char(0) optional

Log.Submitter User who submtted the log entry

xs:string Work Log Submitter (Submitter)

Char(254) required

Log.SubmitDate The date and time the log entry was submitted

xs:datetime

Work Log Submit Date (Submit Date)

Data/Time required




INCIDENT MAPPING

158

Required



Incident Number (Incident ID)

Char(15) Required

CI Configuration Item or Items related to Incident

CIRef

CI.Identifier CI Identifier xs:string

CI.Name CI Name xs:string

CI.Type CI Type xs:string

CI.Description CI Description xs:string

CI.Status CI Status xs:string

CI.ExtendedFields Supports all extended attributes. Allows vendor specific apps to add additional data to the specific CI

all extended

logs Logging Activity ObjectReference(0..n)

log.Identifier CI Identifier xs:string

log.Name CI Name xs:string

log.Type CI Type xs:string




VERSION 2.4 REV A01 300-011-512

INCIDENT MAPPING


159

relationships Object related to this object ObjectReference(0..n)

From form HPD:Associations

relationship.Identifier Identiifer of the object xs:string Request ID01

relationship.Name Name of the object xs:string Request Description01

relationship.Type Object type xs:string Request Type01

relationship.Role Role of the relationship xs:string Association Type01




CONFIGURATION ITEM (CI) MAPPING

160

12

ter.

Default Notes

For Remedy the identifier is a complex key consisting of the InstanceId, ClassName and ClassNamespace

BMC.CORE


Configuration Item (CI) Mapping

Table 12-2 identifies the Configuration Item mappings for the BMC Remedy Adap

Table 12-2 ITOM Configuration Item Mapping for BMC Remedy

Field Name Description Type Name (Label) Type

Identifier Identifier of this configuration item in the application. This may be a complex key if the class is required to look up the CI

xs:string ClassId;InstanceId

Summary Short description of the object

xs:string ShortDescription

Name Name of this item xs:string Name

ClassName Name of the class this CI belongs to

xs:string ClassName

ClassNamespace Namespace of the classname (optional)

xs:string ClassNamespace

DatasetId Dataset Identifier xs:string DatasetId

Status Status xs:string

CreateDate Date the CI was reported or created

xs:datetime CreateDate

LastModified Date the CI was updated

xs:datetime ModifiedDate

—sheet 1 of 4—

VERSION 2.4 REV A01 300-011-512


Default Notes

161

LastModifiedBy The person who last updated the CI

xs:string LastModifiedBy

Submitter The person to created the CI

xs:string Submitter

Description Description xs:string Description

SerialNumber Serial Number of the CI

xs:string SerialNumber

Category Category of the item xs:string Category

Type Type of the item xs:string Type

Item The item type xs:string Item

Model Model of this item xs:string Model

Manufacturer Manufacturer of this item

xs:string ManufacturerName

Version Version of this item xs:string VersionNumber

Assignee User who this item is assigned to

xs:string AssignedTo

HostName The hostname of this CI if applicable

xs:string HostName

compliance Compliance Information of this CI (Optional)

Compliance (1)

Table 12-2 ITOM Configuration Item Mapping for BMC Remedy (continued)


—sheet 2 of 4—


162

required for create

required for create

Roles field

Default Notes


Status Status of the compliance of this device

xs:string

PolicyIdentifier Identifier of the policy that is in compliance or not

xs:string

PolicyName Name of the policy that is in compliance or not

xs:string

relationships Related Configuration Items

CIRelationship (0..n)

Of relationship class

Identifier Identifier of the relationship (optional)

xs:string ClassId;InstanceId

Name Name of the relationship

xs:string

ClassName Class name of this relationship (or type)

xs:string ClassName

ClassNamespace Optional namespace for this relationship

xs:string ClassNamespace

SourceRole Parent's role in the relationship (ie. Source)

xs:string



—sheet 3 of 4—

VERSION 2.4 REV A01 300-011-512


target role field

Default Notes

163

relationship.targets Configuration Items associated with this relationship

ObjectReference (0..n)

target.Identifier CI Identifier xs:string ClassId;InstanceId

target.Name CI Name xs:string

target.Type CI Type xs:string

target.role Role of the target relationship



—sheet 4 of 4—

PROBLEM MAPPING

164

12

re used for the following forms:

tional/quired

Notes

quired

quired

tional *Note that this field name is spelled wrong. This is how it is defined in Remedy.

tional

tional

tional

tional

tional

tional


Problem Mapping

Table 12-3 identifies the Problem mapping for the BMC Remedy Adapter. These a• PBM:ProblemInterface_Create• PBM:ProblemInterface• PBM:Problem Investigation

Table 12-3 ITOM Problem Mapping for BMC Remedy

Field Name Description Type Field Name (Create)

OpRe

Identifier Identifier of this configuration item in the application

xs:string Problem Investigation ID

Re

Summary Short description of the object (Problem Resolution)

xs:string Description Re

Description Detailed description of the Problem xs:string Detailed Decription*

Op

Status The status xs:string Investigation Status

Op

Impact Assessment of Impact xs:string Impact Op

Severity The severity xs:string Severity Op

Urgency The urgency xs:string Urgency Op

Priority Priority xs:string Priority Op

Weight Weight assigned xs:string Priority Weight Op

—sheet 1 of 5—

VERSION 2.4 REV A01 300-011-512

PROBLEM MAPPING

tional/quired

Notes

165

ExternalProblemIdentifier

Third Party Ticket Reference xs:string Vendor Ticket Number

CreateDate Date the problem was reported or created

xs:datetime First Reported On

LastModified Date the problem was updated xs:datetime Last Modified Date

LastModifiedBy The person who last updated the problem

xs:string Last Modified By

Company The company of the problem location

xs:string Company

InvestigationDriver xs:string Investigation Driver

TargetResolution xs:datetime Target Resolution Date

Workaround xs:string Temporary Workaround

RootCause xs:string Generic Categorization Tier 1

Requester Requester Contact Information Contact

Requester.Company

Company xs:string Contact Company

Requester.FirstName

First Name xs:string First Name

Table 12-3 ITOM Problem Mapping for BMC Remedy (continued)


OpRe

—sheet 2 of 5—

PROBLEM MAPPING

166

tional/quired

Notes


Requester.LastName

Last Name xs:string Last Name

Requester.MiddleName

Middle Name xs:string Middle Initial

Requester.PhoneNumber

Phone Number xs:string Phone Number Business

Requester.Organization

Organization xs:string Support Organization Requestor

Requester.Department

Department xs:string Support Group Name Requester

Requester.Site Site xs:string

Requester.EmailAddress


Categorization Operational Categorization Categorization

Categorization.Tier1

Operation Categorization for Tier 1 xs:string Categorization Tier 1


Operation Categorization for Tier 2 xs:string Categorization Tier 2


Operation Categorizaiton for Tier 3 xs:string Categorization Tier 3

Product Product Categorization Product



OpRe

—sheet 3 of 5—

VERSION 2.4 REV A01 300-011-512

PROBLEM MAPPING

ations

tional/quired

Notes

167

Product.Category1 The product classification category for Tier 1






Product.Name The name of the classified product xs:string Product Name

Product.ModelVersion

The model and version of the classified product

xs:string Product Model/Version

Product.Manufacturer

The Manufacturer of the classified product

xs:string Manufacturer


log.Identifier CI Identifier xs:string AR_CORE_ID

log.Name CI Name xs:string

log.Type CI Type xs:string

relationships Object related to this object ObjectReference(0..n)

From form PBM:Associ



OpRe

—sheet 4 of 5—

PROBLEM MAPPING

168

tigation WorkLog

quired

quired

ional

uired

uired

uired

tional/quired

Notes


relationship.Identifier

Identiifer of the object xs:string Request ID01




Log Logging Activity From form: PBM:Inves

Log.Identifier unique identifier for the log item xs:string Char(15)

Log.Type Type of Log activity xs:string Re

Log.Summary Log Summary xs:string Char(100) Re

Log.Source Log Source xs:string

Log.Description Log Description xs:string Char(0) opt

Log.Submitter User who submtted the log entry xs:string Char(254) req


xs:datetime Data/Time req

Log.Identifier unique identifier for the log item xs:string Char(15)

Log.Type Type of Log activity xs:string req



OpRe

—sheet 5 of 5—

VERSION 2.4 REV A01 300-011-512

RFC MAPPING

12

Adapter. These are used in the

Optional/Required

Default Notes

169

RFC Mapping

Table 12-4 identifies the Request for Change (RFC) mappings for the BMC Remedyfollowing forms:• CHG:ChangeInterface• CHG:Infrastructure Change

Table 12-4 ITOM RFC Mapping for BMC Remedy

Field Name Description Type Field Name Type

Identifier Identifier of this configuration item in the application

xs:string Infrastructure Change ID

Summary Short description of the object (Change Resolution)

xs:string Description

Description Description of this object xs:string Detailed Description

Status Status xs:string Change Request Status

Type Type of the Change xs:string Change Type

Impact Assessment of Impact xs:string Impact

RiskLevel The Risk Level of the change

xs:string Risk Level

Urgency The urgency xs:string Urgency

—sheet 1 of 6—

RFC MAPPING

170

Optional/Required

Default Notes


Priority Priority of Incident xs:string Priority

CreateDate xs:datetime Submit Date

LastModified Date the problem was updated

xs:datetime Last Modified Date

LastModifiedBy The person who last updated the problem

xs:string Last Modified By

ScheduledStart xs:datetime Scheduled Start Date

ScheduledEnd xs:datetime Scheduled End Date

ActualStart xs:datetime Actual Start Date

ActualEnd xs:datetime Actual End Date

Company The company of the change location

xs:string Location Company

Timing The Change Timing xs:string Change Timing

Reason The Reason for Change xs:string Reason For Change

BusinessJustification The Business Justification

xs:string Business Justification

Table 12-4 ITOM RFC Mapping for BMC Remedy (continued)


—sheet 2 of 6—

VERSION 2.4 REV A01 300-011-512

RFC MAPPING

Optional/Required

Default Notes

171

Requester Requester Contact Information

Contact

Requester.Company Company xs:string Company

Requester.FirstName First Name xs:string First Name

Requester.LastName Last Name xs:string Middle Initial

Requester.MiddleName

Middle Name xs:string Last Name

Requester.PhoneNumber

Phone Number xs:string Phone Number

Requester.Organization

Organization xs:string Organization

Requester.Department Department xs:string Department

Requester.Site Site xs:string

Requester.EmailAddress


Categorization Operational Categorization

Categorization

Categorization.Tier1 Operation Categorization for Tier 1

xs:string Categorizaation Tier 1

Categorization.Tier2 Operation Categorization for Tier 2

xs:string Categorization Tier 2



—sheet 3 of 6—

RFC MAPPING

172

Optional/Required

Default Notes


Categorization.Tier3 Operation Categorizaiton for Tier 3

xs:string Categorization Tier 3

Product Product Categorization Product







Product.Name The name of the classified product

xs:string Product Name

Product.ModelVersion The model and version of the classified product

xs:string Product Model/Version

Product.Manufacturer The Manufacturer of the classified product

xs:string Manufacturer


log.Identifier Log Identifier xs:string AR_CORE_ID

log.Name Log Name xs:string



—sheet 4 of 6—

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RFC MAPPING

Required

Required

Optional/Required

Default Notes

173

log.Type Log Type xs:string

relationships Object related to this object

ObjectReference(0..n)

From form CHG:Associations

relationship.Identifier Identiifer of the object xs:string Request ID01




Log object retrieved through getLogs()

Log Logging Activity Log Form: CHG:WorkLog

Log.Identifier unique identifier for the log item

xs:string Char(15) Entry ID

Log.Type Type of Log activity xs:string Work Log Type

Log.Summary Log Summary xs:string Description (Summary)

Char(100)

Log.Source Log Source xs:string



—sheet 5 of 6—

RFC MAPPING

174

tional

Required

Required

Optional/Required

Default Notes


•

Log.Description Log Description xs:string Detailed Description (Notes)

Char(0) Op

Log.Submitter User who submtted the log entry

xs:string Work Log Submitter (Submitter)

Char(254)


xs:datetime Work Log Submit Date (Submit Date)

Data/Time



—sheet 6 of 6—

VERSION 2.4 REV A01 300-011-512

ATTACHMENTS

12

175

Attachments

Table 12-5 identifies the Attachment mappings for the BMC Remedy Adapter.

Table 12-5 Attachment Support for BMC Remedy

Remedy Incident ManagementRequest Form V7.1

Name Description Type Name (Label)

Notes

identifier identifier xs:string Identifier of the attachment

name name of the attachment xs:string name Filename of the attachment

description summary or description of the attachment

xs:string log.summary Summary of the worklog

ATTACHMENTS

176

ATTACHMENTS

177 VERSION 2.4 REV A01 300-011-512

Index 1

Aacquisition

monitoring 86WSDL URL location 30

acquisition service 20polling methods 30process flow 20scaling 100

adapterfailover infrastructure 101management 126

Adapter Framework 14running as a Windows service 78starting 140stopping 140

Adapter user accountcreating for Remedy 92

agentscaling 101

alertsautomated 86

Apache Derby 41

Bbase URLs 85blocking methods 31

Cchange service 38client acquisition service

running on another port 98configuration service 37core methods 34

Ddatabase

monitoring 85

databasesenabling support for another database 85external

user for multiple adapters 101supported 41

datasource properties 85discovery service 33

Eerror messages

configuration 137for BMC Remedy 136notification service 136types 135URL Agent 136

error typespermanent 135recoverable 135

errors 136Adapter 136

event notification service URLsfor calling the URL Agent 94

Ffilter

creating for the URL Agent 92framework HTTP authentication 85framework properties 83

for the global framework 84

Gglobal framework properties 84

Hhigh availability 100


Iincident service 35Information Technology Service Management 15install folder 62install set 48, 61installer

Linux 80starting 46Unix 80

ITIL services 15supported object types 16

ITObject service 36ITSM 15

applications 12

JJava console

starting 128Java Management Extensions 126Java to Adapter integration 102JMX 126

management beans 128

Llicense file 64

directory location 45installing 45

loglocation

for UNIX 132for Windows 132

methods 34, 35log4j.properties file 132logging 132

turning onfor Windows 132

URL Agent daemon 119

Nnotification agent 19notification service 24

error messages 136

Ooperating systems

supported 40operations service 26

change service 38

configuration service 37incident 35ITObject service 36problem service 37process flow 26scaling 100

Ppassword

iMS 67web service authentication 66

permanent errors 135persistence database 104

changing the port number 105connecting to 105removing transactions 104

polling methods 30problem service 37properties editor 83

command 84starting 83

Pythonrequired for the URL Agent 118

Rrecoverable errors 135relationship methods 34RESTful Client Acquisition 97

Ssecurity 65shared service operations 34shortcut folder 63SOAP client acquisition service 98software

uninstallWindows 141

software installation 42for Windows 46manual 81

UNIX 81Windows 81

system configuration 40system requirements 40

Tterminal methods 31troubleshooting 132

error types and meanings 135

179 VERSION 2.4 REV A01 300-011-512

UURL

iMS 67URL Agent 118

command options 120daemon 119

logging 119shutting down 119starting 119

error messages 136logging 135notifying from Remedy 92running 120using 118

user accountcreating for the Adapter 92

usernameiMS 67web service authentication 66

Wweb service authentication 66Windows service

exectuable location 78manager application 78manual install or uninstall 140re-installing 140running 78uninstalling 140


181 VERSION 2.4 REV A01 300-011-512

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EMC CorporationCorporate Headquarters, Hopkinton, MA 01748-9103U.S.A.

Tel.:1-508-435-1000

http://www.EMC.com

EMC Ionix IT Orchestrator AdapterBMC Remedy and AtriumInstallation and Configuration Guide

Document number: 300-011-512Product release: 2.4Document version: A01Date: September 2010

Printed in the United States of America.Copyright © 2010, EMC Corporation All Rights Reserved

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