AR System Gateway. User Guide. Document 0708

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2 Notice Copyright Notice Copyright 2002 by Aprisma Management Technologies, Inc. All rights reserved worldwide. Use, duplication, or disclosure by the United States government is subject to the restrictions set forth in DFARS (c)(1)(ii) and FAR Liability Disclaimer Aprisma Management Technologies, Inc. ( Aprisma ) reserves the right to make changes in specifications and other information contained in this document without prior notice. In all cases, the reader should contact Aprisma to inquire if any changes have been made. The hardware, firmware, or software described in this manual is subject to change without notice. IN NO EVENT SHALL APRISMA, ITS EMPLOYEES, OFFICERS, DIRECTORS, AGENTS, OR AFFILIATES BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES WHATSOEVER (INCLUDING BUT NOT LIMITED TO LOST PROFITS) ARISING OUT OF OR RELATED TO THIS MANUAL OR THE INFORMATION CONTAINED IN IT, EVEN IF APRISMA HAS BEEN ADVISED OF, HAS KNOWN, OR SHOULD HAVE KNOWN, THE POSSIBILITY OF SUCH DAMAGES. Trademark, Service Mark, and Logo Information SPECTRUM, IMT, and the SPECTRUM IMT/VNM logo are registered trademarks of Aprisma Management Technologies, Inc., or its affiliates. APRISMA, APRISMA MANAGEMENT TECHNOLOGIES, the APRISMA MANAGEMENT TECHNOLOGIES logo, MANAGE WHAT MATTERS, DCM, VNM, SpectroGRAPH, SpectroSERVER, Inductive Modeling Technology, Device Communications Manager, SPECTRUM Security Manager, and Virtual Network Machine are unregistered trademarks of Aprisma Management Technologies, Inc., or its affiliates. For a complete list of Aprisma trademarks, service marks, and trade names, go to: All referenced trademarks, service marks, and trade names identified in this document, whether registered or unregistered, are the intellectual property of their respective owners. No rights are granted by Aprisma Management Technologies, Inc., to use such marks, whether by implication, estoppel, or otherwise. If you have comments or concerns about trademark or copyright references, please send an to spectrum-docs@aprisma.com; we will do our best to help. Restricted Rights Notice (Applicable to licenses to the United States government only.) This software and/or user documentation is/are provided with RESTRICTED AND LIMITED RIGHTS. Use, duplication, or disclosure by the government is subject to restrictions as set forth in FAR (June 1987) Alternate III(g)(3) (June 1987), FAR (June 1987), or DFARS (c)(1)(ii) (June 1988), and/or in similar or successor clauses in the FAR or DFARS, or in the DOD or NASA FAR Supplement, as applicable. Contractor/manufacturer is Aprisma Management Technologies, Inc. In the event the government seeks to obtain the software pursuant to standard commercial practice, this software agreement, instead of the noted regulatory clauses, shall control the terms of the government's license. Virus Disclaimer Aprisma makes no representations or warranties to the effect that the licensed software is virus-free. Aprisma has tested its software with current virus-checking technologies. However, because no antivirus system is 100-percent effective, we strongly recommend that you write protect the licensed software and verify (with an antivirus system with which you have confidence) that the licensed software, prior to installation, is virus-free. Contact Information Aprisma Management Technologies, Inc., 273 Corporate Drive, Portsmouth, NH USA Phone: U.S. toll-free: Web site: Page 2

3 Contents Notice... 2 Preface... 8 Intended Audience... 8 Text Conventions... 8 Document Feedback... 9 Online Documents... 9 Overview SPECTRUM Alarm Management Alarm Filtering Options...11 Migrating to the Latest Version of SPECTRUM Migration Overview...12 Migration Instructions...12 Exporting Existing SPECTRUM Trouble Tickets From the Remedy AR System Database Upgrading the SPECTRUM Trouble Ticket Form...13 Windows NT/2000 Procedure...13 Solaris Procedure...14 Setting Up the...14 Importing the SPECTRUM Trouble Ticket Information Data File...14 Using a Previous Version of the SPECTRUM Trouble Ticket Form...15 Remove the Show SPECTRUM View button...15 Remove the Show SPECTRUM View Active Link...15 Windows NT/2000 Procedure...15 Solaris Procedure...16 Remove the Show Similar Tickets Active Link...16 Windows NT/2000 Procedure...16 Solaris Procedure...17 Import the Find Similar Tickets Active Link...17 Page 3

4 Windows NT/2000 Procedure...17 Solaris Procedure...18 Moving the FindSimilarTickets.arq File...18 Verify the FindSimilarTickets Macro Settings...19 Windows NT/2000 Procedure...19 Solaris Procedure...20 Move the ShowAllTickets.arq file...20 Import the ClearTicketFilter...21 Windows NT/2000 Procedure...21 Solaris Procedure...22 Import the AssignTicket Filter...22 Windows NT/2000 Procedure...22 Solaris Procedure...23 Setting Up the Mandatory Setup Tasks...25 Confirm the Installation of the...25 Import the SPECTRUM Trouble Ticket Definitions...26 Windows NT/2000 Procedure...27 Solaris Procedure...28 Run ars_config.pl...29 Confirm Settings for Trouble Ticket Display...33 Setup Required for Bidirectional Functionality...34 Create a SPECTRUM User Model for the User Defined by the REMEDY_LOGIN_NAME Parameter...34 Modify the ClearTicketFilter...35 Windows NT/2000 Procedure...35 Solaris Procedure...36 The CLEARTICKET.OUT File...36 Modify the AssignTicket Filter...37 Windows NT/2000 Procedure...37 Solaris Procedure...38 The ASSIGNTICKET.OUT File...39 Page 4

5 Setup Required to Operate the Gateway through a Firewall...40 Setup Required to Allow Read-Only Users to Operate the Gateway...40 Setup Required If Remedy Server Is Installed on a System without SPECTRUM...41 Set Up the.localregfile...41 Set Up the Clearticket Executable File...41 Set Up the AssignTicket Executable File...42 Set Up the SPECROOT Environment Variable...43 Windows NT/2000 Procedure...43 Solaris Procedure...44 Add Machine Names for Host Security Access...44 Add Names of Users Running SPECTRUM, AR Server, and AR Administrator to the SPECTRUM User List...45 Setup Required Only If Active Links Have Been Imported...45 Moving the FindSimilarTickets.arq File...46 Windows NT/2000 Procedure...46 Solaris Procedure...46 Moving the ShowAllTickets.arq File...47 Windows NT/2000 Procedure...47 Solaris Procedure...47 Setup Required If Remedy Was Installed after SPECTRUM...48 Running ars_config.pl...48 Manually Starting Automatic Trouble Ticket Generation...48 Filtering Alarms Accessing the Alarm Filtering Tool...49 Advanced-Level Filtering...49 Base-Level Filtering...50 Base-Level Alarm Filtering Window...50 Filter Samples...51 Filter Rules...52 Adding or Editing a Base-Level Filter...52 Adding a Filter Entry in the Base-Level...53 Page 5

6 Editing Existing Filters Listed in the Base-Level Alarm Filtering Window...54 Trouble Tickets An Overview of the Trouble Ticket Process...56 Automatic Trouble Ticket Generation...58 Manually Starting Automatic Trouble Ticket Generation...59 Stopping Automatic Trouble Ticket Generation...61 Windows NT/ Solaris...62 Viewing Trouble Tickets...63 Show Similar Tickets Button...63 Show All Tickets Button...64 Showing Trouble Tickets for a Specific Model...65 Manually Submitting a Trouble Ticket...66 Customizing the Trouble Ticket Form...67 Passing Additional SPECTRUM Attributes to Remedy...70 Adding or Modifying Trouble Ticket Form Fields...72 Step 1: Modification Prerequisites...73 Step 2: Modifying the Remedy Form...73 Step 3: Modifying the ClearTicketFilter...74 Step 4: Modifying the.arsgrc or.manualrc Resource File...75 Messages Start Up Messages...78 Error Messages...79 Operational Messages...82 Messages...82 Remedy AR System Server Messages...83 SANM Messages...83 SPECTRUM Messages...83 Customizing the Resource File Changing Application Configuration Values...84 The Resource Files (.arsgrc and.manualrc)...84 Page 6

7 Resource File Backups...85 Base-Level Resource File Parameters...86 SANM-Enabled Resource File Parameters...90 Modifying the Resource Files...95 Index Page 7

8 Preface In this section: Intended Audience [Page 8] Text Conventions [Page 8] Document Feedback [Page 9] Online Documents [Page 9] Intended Audience This guide is intended for SPECTRUM administrators and users who want to use the with the Remedy AR System to generate trouble tickets for SPECTRUM alarms. Prior to using the, administrators should be familiar with Solaris and/or Windows NT and should be experienced with SPECTRUM and SPECTRUM administration, and with the administration of the Remedy AR System. Users should be familiar with the SpectroGRAPH user interface, the SPECTRUM Views (2517) manual, and with the user functions of the Remedy AR System. Text Conventions The following text conventions are used in this document: Element Convention Used Example User-supplied parameter names Courier in angle brackets <>. The user needs to type the password in place of <password>. On-screen text Courier The following line displays: path= /audit User-typed text Courier Type the following path name: C:\ABC\lib\db Cross-references Underlined and hypertextblue See Document Feedback [Page 9]. Page 8

9 Element Convention Used Example References to SPECTRUM documents (title and number) Functionality enabled by SPECTRUM Alarm Notification Manager (SANM) Solaris and Windows NT/ 2000 directory paths Italic SANM in brackets []. Unless otherwise noted, directory paths are common to both the Solaris and Windows NT/2000 platforms, except that the forward-slash characters (/) used in these examples, which apply to Solaris setups, must be changed to double backslash characters (\\) or C:/ when applied to Windows NT/2000 systems. SPECTRUM Installation Guide (0675) [SANM] AGE_FIELD_ID <$SPECROOT>/ars_gateway or C:\\Program Files\\Remedy or C:/Program Files/Remedy Document Feedback Please send feedback regarding SPECTRUM documents to the following address: Thank you for helping us improve our documentation. Online Documents SPECTRUM documents are available online at: Check this site for the latest updates and additions. Page 9

10 Overview The Action Request System (AR System) Gateway enables SPECTRUM to be used in conjunction with the Remedy Corporation s Action Request (AR) System. The intelligence of SPECTRUM s network management capabilities is integrated with the problem-solving workflow process provided by the Remedy AR System. In this section: SPECTRUM Alarm Management [Page 10] [Page 10] Alarm Filtering Options [Page 11] SPECTRUM Alarm Management SPECTRUM constantly monitors network devices. When it detects a problem, SPECTRUM analyzes the information in its database to determine the source and severity of the problem. If the problem fits defined criteria, SPECTRUM generates an alarm, and the color of the device icon or network icon changes to designate the alarm s severity. In addition, SPECTRUM creates an entry describing each alarm, its probable cause, history, and status in the Alarm Manager. The links SPECTRUM alarms into the Action Request (AR) System developed by the Remedy Corporation, and provides the interface back to SPECTRUM to clear alarms when a problem has been solved. When the receives alarm data from SPECTRUM, a trouble ticket, which provides a description of the problem, is generated automatically. The can be directed to generate trouble tickets automatically for all SPECTRUM alarms, or alarms may be filtered on various criteria so that trouble tickets are generated only under welldefined situations. Page 10

11 When the trouble ticket is generated, it is given an ID by the Remedy AR System. The places the Remedy Trouble Ticket ID into the associated alarm s Trouble Ticket ID field in the SPECTRUM Alarm Manager window. This allows a user to quickly locate the trouble ticket in the Remedy AR System. When the generates a trouble ticket, the SPECTRUM alarm is not automatically acknowledged. The alarm must be acknowledged in SpectroGRAPH's Alarm Manager. Once a trouble ticket has been generated, the can close trouble tickets and pass alarm acknowledgement and status updates to the trouble ticket. The has bidirectional functionality to allow two-way communication between SPECTRUM and the Remedy AR System. When this functionality is enabled the can update the SPECTRUM alarm with the name of the person the trouble ticket has been assigned to. Once a problem has been resolved and the user closes the trouble ticket in Remedy, the associated alarm in SPECTRUM is cleared. Note: If you are using SPECTRUM version 6.5.1, you must use version 4.5 of the AR System Server and AR User Utility. Aprisma has validated that this version of Remedy has the proper files to support a functioning integration. If you are using SPECTRUM version 6.6 (with patch version SP003) or later, you can use version 4.5 or 5.x of the AR System Server and AR User Utility. Alarm Filtering Options The is one of several SPECTRUM applications that gains additional functionality from SPECTRUM Alarm Notification Manager (SANM). These applications perform a set of base-level operations when used without SANM. As soon as SANM is installed, all applications that work in conjunction with SANM gain additional functionality. In this manual, the is referred to as SANM-Enabled or advanced-level when it is used with SANM. Page 11

12 Migrating to the Latest Version of SPECTRUM This section describes the migration issues for the AR System Gateway when moving from a pre-6.5 version of SPECTRUM to version 6.5 or above. In This Section Migration Overview [page 12] Migration Instructions [page 12] Migration Overview The SPECTRUM Trouble Ticket form provided with SPECTRUM versions 6.5 and above is different from the one provided with pre-6.5 versions. Any trouble ticket information in the Remedy AR System database that was generated by the previous version of SPECTRUM will not be accessible once the new SPECTRUM Trouble Ticket form is imported during the standard setup procedure. Therefore, it is important to perform the migration tasks outlined in this chapter before beginning the standard setup procedure. You have the option of retaining the previous version of the SPECTRUM Trouble Ticket form, or of using the new form when migrating to SPECTRUM version 6.5 or above. The following section gives instructions on these two options. Migration Instructions There are four main steps that users must take when migrating to SPECTRUM version 6.5 or above. Exporting Existing SPECTRUM Trouble Tickets From the Remedy AR System Database. [page 13] Upgrading the SPECTRUM Trouble Ticket Form [page 13] Setting Up the [page 14] Importing the SPECTRUM Trouble Ticket Information Data File [page 14] Page 12

13 In order to complete these steps you will need: Access to Remedy Workflow Administrators guide for instructions on exporting and importing data from the Remedy AR System database. Ability to access Remedy s AR Import tool. Exporting Existing SPECTRUM Trouble Tickets From the Remedy AR System Database. To access existing trouble ticket information that has been generated by a previous version of SPECTRUM, prior to importing the SPECTRUM Trouble Ticket form and its associated filters and links, you must export all existing SPECTRUM trouble tickets contained in the Remedy AR System database. This is necessary to ensure that the upgraded SPECTRUM Trouble Ticket form can access the existing trouble ticket information in the database. Once the is set up, this trouble ticket information will be reimported. See the Remedy Workflow Administrators guide on Importing/Exporting form data. Upgrading the SPECTRUM Trouble Ticket Form In order to import the new SPECTRUM Trouble Ticket form and its associated active links and filters, the previous version of the SPECTRUM Trouble Ticket form and links have to be removed. When the form is removed, the associated links are also removed. Otherwise, you will receive an error message when importing and the new form, link, and filter will not be imported. If you want to continue to use the existing SPECTRUM Trouble Ticket form (prior to SPECTRUM version 6.5.0), follow the instructions in Using a Previous Version of the SPECTRUM Trouble Ticket Form [page 15] and then continue with Setting Up the [page 14], otherwise follow the instructions below to remove the previous version of the Trouble Ticket form. Windows NT/2000 Procedure 1. Open Remedy Administrator. 2. Log onto Remedy Administrator as a user with administrator privileges. 3. Click on the plus sign (+) in front of the server name to display everything related to that server. 4. Click Forms to display a list of the current forms for the server. Page 13

14 5. Click on the SPECTRUM Trouble Ticket form to select it. 6. Click Edit > Delete-Form(s). 7. A warning box appears informing the user that the form definition and all its associated data will be removed. Verify that the name of the form being deleted is correct and then click Yes. 8. Close Remedy Administrator. Solaris Procedure 1. Log onto Remedy Administrator as a user with administrator privileges. 2. Click Category > Forms. A list of the forms for the server appears. 3. Click on the form SPECTRUM Trouble Ticket to select it. 4. Click Edit > Delete. 5. A warning box appears informing the user that the form definition and all its associated data will be removed. Verify that the name of the form being deleted is correct and then click Proceed with Delete. 6. Close Remedy Administrator. Setting Up the Once SPECTRUM is installed, set up the as directed. See Setting Up the [page 25]. Importing the SPECTRUM Trouble Ticket Information Data File Once you have upgraded to SPECTRUM 6.5 or above, import the data file containing the trouble ticket information that was exported in Exporting Existing SPECTRUM Trouble Tickets From the Remedy AR System Database. [page 13] before submitting any new tickets through the ARS Gateway. Use the AR Import tool provided by Remedy. The procedure for this is described in the Remedy Workflow Administrators guide. Page 14

15 Using a Previous Version of the SPECTRUM Trouble Ticket Form If you want to use a version of the SPECTRUM Trouble Ticket form provided with SPECTRUM versions prior to 6.5.0, rather than importing the new SPECTRUM Trouble Ticket form, the following steps must be completed in place of the instructions outlined in Upgrading the SPECTRUM Trouble Ticket Form [page 13]. Once you have completed the steps below, you should continue with step three of the migration procedure, Setting Up the [page 14]. Remove the Show SPECTRUM View button This functionality has been removed from the SPECTRUM Trouble Ticket and therefore this button needs to be removed from the SPECTRUM Trouble Ticket form provided with SPECTRUM versions prior to See the Remedy documentation for detailed instructions on removing this button from the form. Remove the Show SPECTRUM View Active Link This active link is no longer supported and therefore the active link must be removed from the Trouble Ticket form. Windows NT/2000 Procedure 1. Open Remedy Administrator. 2. Log onto Remedy Administrator as a user with administrator privileges. 3. Click on the plus sign (+) in front of the server name to display everything related to that server. 4. Click Active Links to display a list of the current active links for the server. 5. Scroll to the Show SPECTRUM View link and click on the link to select it. 6. Click Edit > Delete-Active Link(s). A warning box appears informing the user that the active link definition and all its associated actions will be removed. 7. Verify that the name of the active link being deleted is correct and then click Yes. Page 15

16 Solaris Procedure 1. Log onto Remedy Administrator as a user with administrator privileges. 2. Click Category > Active Links. A list of the active links for the server appears. 3. Click on the active link Show SPECTRUM View to select it. 4. Click Edit > Delete. A warning box appears informing the user that the active link definition and all its associated actions will be removed. 5. Verify that the name of the active link being deleted is correct and then click Proceed with Delete. Remove the Show Similar Tickets Active Link The functionality of this active link has been updated for SPECTRUM versions and above. The active link provided with previous versions of the SPECTRUM Trouble Ticket form must be removed prior to Importing the SPECTRUM Trouble Ticket Information Data File [page 14]. Windows NT/2000 Procedure 1. If Remedy Administrator is already open go to step 5 below and start the procedure there, otherwise proceed with step Open Remedy Administrator. 3. Log onto Remedy Administrator as a user with administrator privileges. 4. Click on the plus sign (+) in front of the server name to display everything related to that server. 5. Click Active Links to display a list of the current active links for the server. 6. Scroll to the Find Similar Tickets link and click on the link to select it. 7. Click Edit > Delete-Active Link(s). A warning box appears informing the user that the active link definition and all its associated actions will be removed. Page 16

17 8. Verify that the name of the active link being deleted is correct and then click Yes. Solaris Procedure 1. If Remedy Administrator is already open go to step 3 below and start the procedure there, otherwise proceed with step Log onto Remedy Administrator as a user with administrator privileges. 3. Click Category > Active Links. A list of the active links for the server appears. 4. Click on the active link Find Similar Tickets to select it. 5. Click Edit > Delete. A warning box appears informing the user that the active link definition and all its associated actions will be removed. 6. Verify that the name of the active link being deleted is correct and then click Proceed with Delete. Import the Find Similar Tickets Active Link Once the existing Show Similar Tickets active link has been removed, the new Find Similar Tickets Active Link must be imported. Windows NT/2000 Procedure 1. If Remedy Administrator is already open go to step 5 below and start the procedure there, otherwise proceed with step Open Remedy Administrator. 3. Log onto Remedy Administrator as a user with administrator privileges. 4. Click on the plus sign (+) in front of the server name to display everything related to that server. 5. Click Forms to display a list of the current forms for the server. 6. Click Tools > Import Definitions > From Definition File. 7. Navigate to the installation folder <$SPECROOT>\ ars_gateway. 8. Click the down triangle next to the Files of type field and select All Files (*.*) to display all the files in the ars_gateway folder. Page 17

18 9. Click on SpectrumForm. 10. Click Open. The Import Definitions window displays. 11. Click on the plus sign (+) next to the Active Links icon to display the list of active links. 12. Click on the Similar Tickets file, and click Add. WARNING! Do not click the Add All option. 13. Click Import. 14. Click OK when the information box stating Import Complete is displayed. 15. Close the Import Definitions window. 16. Exit from the Remedy Administrator. Click File > Exit. Solaris Procedure 1. If Remedy Administrator is already open go to step 3 below and start the procedure there, otherwise proceed with step Log onto Remedy Administrator as a user with administrator privileges. 3. Click File > Import. The Import Definitions -- File Selection window displays. 4. Navigate to the directory <$SPECROOT>/ ars_gateway. 5. Click on SpectrumForm in the files list and then click Ok. 6. Click on the button beside the Find Similar Tickets active link name. WARNING! Do not select the Import All option. 7. Click Apply. 8. When the message Import Complete appears at the bottom of the window, click Dismiss. 9. Close Remedy Administrator. Moving the FindSimilarTickets.arq File The Show Similar Tickets button located at the bottom of the SPECTRUM Trouble Ticket form uses the FindSimilarTickets.arq file. The FindSimilarTickets.arq file must be relocated to the Page 18

19 directory where Remedy requires this type of file. See Moving the FindSimilarTickets.arq File [page 46] for complete instructions. Important: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then the ars_config tool must be run prior to moving the FindSimilarTickets.arq file. See instructions on how to Run ars_config.pl [page 29] for more information. Verify the FindSimilarTickets Macro Settings The information in the FindSimilarTickets macro must be correct for the Show Similar Tickets button to function properly. When the user elects to use the existing form rather than the new form, the information in the macro must be verified to assure its accuracy. Windows NT/2000 Procedure 1. If Remedy Administrator is already open go to step 5 below and start the procedure there, otherwise proceed with step Open Remedy Administrator. 3. Log onto Remedy Administrator as a user with administrator privileges. 4. Click on the plus sign (+) in front of the server name to display everything related to that server. 5. Click Active Links to display a list of the current active links for the server. 6. Double click on Find Similar Tickets. The Modify Active Link - FindSimilarTickets window displays. 7. Click on the Basic tab and verify the following information: The Active Link Name field should contain FindSimilarTickets and the Enable box is checked. In the Form Name field, the box next to SPECTRUM Trouble Ticket is checked. The Button/Menu Item box is checked and the field should state Show Similar Tickets. 8. Click on the If Action tab and verify the following information: Page 19

20 The Current Action field should state Run Macro. The Macro Name field should state FindSimilarTickets. 9. If the information is correct, close the macro window. Otherwise, edit the information as appropriate and then close the macro window. 10. Exit from the Remedy Administrator. Click File > Exit. Solaris Procedure 1. If Remedy Administrator is already open go to step 3 below and start the procedure there, otherwise proceed with step Log onto Remedy Administrator as a user with administrator privileges. 3. Click Category > Active Links. A list of the active links is displayed. 4. Double click on the Find Similar Tickets file name. The Modify Active Link - Find Similar Tickets window appears. 5. Verify the following information: The Active Link Name field should state Find Similar Tickets. The Form Name field should state SPECTRUM Trouble Ticket. The Enable Yes radio button should be checked. The box next to Button/Menu Item should be checked and the field should contain the button name Show Similar Tickets. The Active Link If and Run Macro radio buttons should be checked. The Macro Name field should state FindSimilarTickets. 6. If the information is correct, click Apply and then click Dismiss. Otherwise, edit the information as appropriate, click Apply, and then click Dismiss. 7. Close Remedy Administrator. Move the ShowAllTickets.arq file The Show All Tickets button located at the bottom of the SPECTRUM Trouble Ticket form uses the ShowAllTickets.arq file. The ShowAllTickets.arq file must be relocated to the directory where Remedy requires this type of file. See Moving the ShowAllTickets.arq File [page 47] for complete instructions. Page 20

21 Important: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then the ars_config tool must be run prior to moving the ShowAllTickets.arq file. See Running ars_config.pl [page 48] for more information. Import the ClearTicketFilter The ClearTicketFilter is used by SPECTRUM to automatically clear the related SPECTRUM alarm when a trouble ticket is closed in Remedy. If you will be using the bidirectional functionality of the, the ClearTicketFilter must be imported. Once you have imported the filter, you must complete the instructions in Setup Required for Bidirectional Functionality [page 34]. Windows NT/2000 Procedure 1. If Remedy Administrator is already open go to step 5 below and start the procedure there, otherwise proceed with step Open Remedy Administrator. 3. Log onto Remedy Administrator as a user with administrator privileges 4. Click on the plus sign (+) in front of the server name to display everything related to that server. 5. Click Forms to display a list of the current forms for the server. 6. Click Tools > Import Definitions > From Definition File. 7. Navigate to the installation folder <$SPECROOT>/ ars_gateway. 8. Click the down triangle next to the Files of type field and select All Files (*.*) to display all the files in the ars_gateway folder. 9. Click on SpectrumForm. 10. Click Open. The Import Definitions window displays. 11. Click on the plus sign (+) next to the Filters icon to display the list of filters. 12. Click on the ClearTicketFilter file, and click Add. WARNING! Do not click Add All>>. 13. Click Import. Page 21

22 14. Click OK when the information box stating Import Complete is displayed. 15. Close the Import Definitions window. 16. Exit from the Remedy Administrator. Click File > Exit. Solaris Procedure 1. If Remedy Administrator is already open go to step 3 below and start the procedure there, otherwise proceed with step Log onto Remedy Administrator as a user with administrator privileges. 3. Click File > Import. The Import Definitions -- File Selection window displays. 4. Navigate to the directory <$SPECROOT>/ ars_gateway. 5. Click on SpectrumForm in the files list and then click Ok. 6. Click on the button beside the ClearTicketFilter file name. 7. Click Apply. 8. When the message Import Complete appears at the bottom of the window, click Dismiss. 9. Close Remedy Administrator. Import the AssignTicket Filter The AssignTicket filter will update the alarm s Trouble Ticket ID field with the assignee s name if the Assigned-To field on the SPECTRUM Trouble Ticket form is changed. If you will be using the bidirectional functionality of the, the AssignTicket filter must be imported. Once you have imported the filter, you must complete the instructions in Setup Required for Bidirectional Functionality [page 34]. Windows NT/2000 Procedure 1. If Remedy Administrator is already open go to step 5 below and start the procedure there, otherwise proceed with step Open Remedy Administrator. 3. Log onto Remedy Administrator as a user with administrator privileges Page 22

23 4. Click on the plus sign (+) in front of the server name to display everything related to that server. 5. Click Forms to display a list of the current forms for the server. 6. Click Tools > Import Definitions > From Definition File. 7. Navigate to the installation folder <$SPECROOT>/ ars_gateway. 8. Click the down triangle next to the Files of type field and select All Files (*.*) to display all the files in the ars_gateway folder. 9. Click on SpectrumForm. 10. Click Open. The Import Definitions window displays. 11. Click on the plus sign (+) next to the Filters icon to display the list of filters. 12. Click on the AssignTicket filter file, and click Add. WARNING! Do not click Add All>>. 13. Click Import. 14. Click OK when the information box stating Import Complete is displayed. 15. Close the Import Definitions window. 16. Exit from the Remedy Administrator. Click File > Exit. Solaris Procedure 1. If Remedy Administrator is already open go to step 3 below and start the procedure there, otherwise proceed with step Log onto Remedy Administrator as a user with administrator privileges. 3. Click File > Import. The Import Definitions -- File Selection window displays. 4. Navigate to the directory <$SPECROOT>/ ars_gateway. 5. Click on SpectrumForm in the files list and then click Ok. 6. Click on the button beside the AssignTicket filter file name. 7. Click Apply. Page 23

24 8. When the message Import Complete appears at the bottom of the window, click Dismiss. 9. Close Remedy Administrator. Page 24

25 Setting Up the This section describes the mandatory and configuration specific setup options for the. In This Section Mandatory Setup Tasks [page 25] Setup Required for Bidirectional Functionality [page 34] Setup Required to Operate the Gateway through a Firewall [page 40] Setup Required to Allow Read-Only Users to Operate the Gateway [page 40] Setup Required If Remedy Server Is Installed on a System without SPECTRUM [page 41] Setup Required Only If Active Links Have Been Imported [page 45] Setup Required If Remedy Was Installed after SPECTRUM [page 48] Mandatory Setup Tasks Once all the necessary applications are installed, the Remedy AR System must be set up so that it can work with SPECTRUM. To do so, you will need to complete the following mandatory setup tasks: Confirm the Installation of the [page 25] Import the SPECTRUM Trouble Ticket Definitions [page 26] Run ars_config.pl [page 29] Confirm Settings for Trouble Ticket Display [page 33] Confirm the Installation of the Prior to starting the setup process, you need to ensure that the AR System Gateway options are accessible in SpectroGRAPH. If the AR System Gateway has been correctly installed, the following options should be available when the SpectroGRAPH has been restarted after installation: AR System Filtering option and the AR System Config option in the SpectroGRAPH Tools menu. Page 25

26 Show Remedy TT and Submit Remedy TT options in the Model menu of the Alarm Manager window. Procedure Note: The Submit Remedy TT option will only be available if ars_config.pl has been run. The Show Remedy TT option will only be available if ars_config.pl has been run and AR User is installed on the system. See Running ars_config.pl [page 48] for more information. To confirm the AR System option is accessible on the SpectroGRAPH Tools menu: 1. Start SpectroGRAPH, or exit and restart if it is already running. 2. Click Tools > AR System Filtering. For the base-level, the Alarm Filtering window appears. This confirms the option is accessible. For the SANM-enabled, the Policy Administrator window appears. This confirms the option is accessible. 3. Close the window. To confirm the Show Remedy TT and Submit Remedy TT options are accessible on the Model menu of the Alarm Manager window: 1. Open Alarm Manager. 2. Select any model in the alarm list. 3. Click Model and verify that the Show Remedy TT and Submit Remedy TT options appear in the drop-down list. Alternately, right-click on the selected model and verify that the Show Remedy TT and Submit Remedy TT options appear on the Icon Subview menu. 4. Click on the Alarm Manager window to close the menu. Import the SPECTRUM Trouble Ticket Definitions To view the alarm information sent from SPECTRUM, the Remedy AR System needs a trouble ticket form in which to display the information. A default SPECTRUM Trouble Ticket Form is available. Page 26

27 Requirements Remedy AR System Server name. Path for <$SPECROOT>. Ability to access the Remedy Administrator. Windows NT/2000 Procedure 1. Open Remedy Administrator. 2. Click on the down triangle next to the User name field and select a Remedy administrative user. Click OK to log in. If an additional message box appears, click OK on that window. 3. Click on the plus sign (+) in front of the server name to display everything related to that server. 4. Click Forms to display a list of the current forms for the server. 5. Click Tools > Import Definitions > From Definition File. 6. Navigate to the installation folder <$SPECROOT>/ ars_gateway. 7. Click the down triangle next to the Files of type field and select All Files (*.*) to display all the files in the ars_gateway folder. 8. Click on SpectrumForm. 9. Click Open. The Import Definitions window displays. 10. Click Add All>> to import all the available files. This includes the default SPECTRUM Trouble Ticket form, the ClearTicketFilter, and the Active Link SimilarTickets. Note: Individual files may be imported rather than importing all files. Click on the plus sign (+) next to any of the icons shown to display the files of each type that are available to be imported. Click on a file to select it, and then click Add. Repeat this for each desired file. Page 27

28 WARNING! The SPECTRUM Trouble Ticket Form (or a new or modified form) must be imported. The ClearTicketFilter and Active Links are optional features, and do not have to be imported. However, if the ClearTicketFilter is not imported, the bidirectional functionality of the AR System Gateway will not work. Also, if the Active Links are not imported, the user needs to remove the Show Similar Tickets and Show All Tickets buttons from the SPECTRUM Trouble Ticket form using the Remedy Administrator tool. See the Remedy documentation for instructions on removing this button. 11. Click Import. 12. Click OK when the information box stating Import Complete is displayed. 13. Close the Import Definitions window. 14. Exit from the Remedy Administrator. Click File > Exit. Solaris Procedure 1. Log onto Remedy Administrator as a user with administrator privileges. 2. Click File > Import. The Import Definitions -- File Selection window displays. 3. Navigate to the directory <$SPECROOT>/ ars_gateway. 4. Click on SpectrumForm in the files list and then click OK. 5. Select the files to be imported. To import all files: Click Import All. To import selected files only: Click on the button beside the file name. Page 28

29 WARNING! The SPECTRUM Trouble Ticket Form (or a new or modified form) must be imported. The ClearTicketFilter and Active Links are optional features, and do not have to be imported. However, if the ClearTicketFilter is not imported, the bidirectional functionality of the AR System Gateway will not work. Also, if the Active Links are not imported, the user needs to remove the Show Similar Tickets and Show All Tickets buttons from the SPECTRUM Trouble Ticket form using the Remedy Administrator tool. See the Remedy documentation for instructions on removing this button. 6. Click Apply. 7. When the message Import Complete appears at the bottom of the window, click Select File. 8. Click on the ClearTicketFilter file in the files list and then click OK. 9. Select filter to be imported. To import all files: Click Import All. To import selected files only: Click on the button beside the file name. 10. Click Apply. 11. When the message Import Complete appears at the bottom of the window, click Dismiss. 12. Close Remedy Administrator. Run ars_config.pl The ars_config.pl script is used to reconfigure the with the correct information: Prior to running the for the first time. When Remedy was installed after SPECTRUM was installed. When the name of the AR System Server is changed. When the AR System installation directory is different than the default value. Page 29

30 The ars_config.pl script, which must be run by the root/administrator, also moves the ARSGD.idb file into the processd startup list. The AR System Gateway install sets the following default values: The AR Server name as the hostname of the system on which the software is being installed. The AR System installation directory as /usr/ar on Solaris or c:\\ Program Files\\Remedy on NT. If these defaults are not correct, the will need to be reconfigured with the correct path and AR Server name. If the AR Server name changes, the.arsgrc,.manualrc, showtt.arq, ShowAllTickets.arq, and FindSimilarTickets.arq files are modified, and the ARSGD.idb file is moved. If the AR System installation directory changes, the ShowTroubleTickets file is modified. The root user should run ars_config.pl, as they will have the permissions necessary to modify the above files. Otherwise the update will fail and an error message will be displayed stating that the ARSGD.idb file cannot be moved. This file would then have to be moved manually. The ShowAllTickets.arq and FindSimilarTickets.arq files must also be copied to the appropriate user directory by a user with the appropriate permissions. The ars_config.pl script allows you to change settings stored in the resource files for automatic trouble ticket submission (.arsgrc) and manual trouble ticket submission (.manualrc). Additionally, ars_config.pl allows you to determine the debug options settings for a SANM-enabled Gateway and control whether or not the ARS Gateway is started automatically when the SpectroSERVER starts. When you run ars_config.pl, the current settings for the AR System Gateway will be displayed. You can then choose to make changes as necessary. A sample of the initial screen is shown in Figure 1. Page 30

31 Figure 1: ars_config - Display of Current Settings Remedy Settings The Remedy install path is the path of the Remedy installation on the system. ARS Gateway AutoStart controls whether or not the ARS Gateway will automatically start when the SpectroSERVER starts. Valid values are Y or N and the default value is N. See Automatic Trouble Ticket Generation [page 58] for further information. Manual Submission Settings These settings apply to trouble tickets that are submitted manually through the to the Remedy AR System. The Server name is the Remedy Server where the trouble ticket will be submitted. The Password is the password for the REMEDY_LOGIN_NAME. See REMEDY_PASSWORD [page 86] and REMEDY_LOGIN_NAME [page 86] for more information. See also Manually Submitting a Trouble Ticket [page 66]. Page 31

32 Automatic Submission Settings These settings apply to trouble tickets that are submitted automatically through the to the Remedy AR System. The Server name is the Remedy Server where the trouble ticket will be submitted. The Password is the password for the REMEDY_LOGIN_NAME. See REMEDY_PASSWORD [page 86] and REMEDY_LOGIN_NAME [page 86] for more information. The landscape handle specifies the landscape handle of the SpectroSERVER. This can be entered in either hexadecimal or decimal format and will be converted and displayed as a decimal value. See also Automatic Trouble Ticket Generation [page 58]. SANM Debug Options These options allow the user to set the trace level, trace output filename, and trace output file size. See the -tl, -tn, and -ts options in Table 5 [page 60] for more information. Requirements Name of the AR System Server. Root/Administrator user with permissions set to allow modification of the.arsgrc,.manualrc, showtt.arq, FindSimilarTickets.arq, ShowAllTickets.arq, and ShowTroubleTickets files. Procedure To reconfigure the, perform the following: 1. Open a terminal window. 2. Stop the (.arsgated.pl). See Stopping Automatic Trouble Ticket Generation [page 61]. 3. Launch ars_config.pl. You can do this by choosing the AR System Config option from the SpectroGRAPH Tools menu, or by going to the <$SPECROOT>/ars_gateway directory, typing./ars_config.pl at the system prompt and pressing Enter. 4. The current (or initial) settings will be displayed and the user will be prompted Do you want to modify these settings (y/n)? ->. 5. Type y and press Enter. 6. Type the number for the setting that will be changed and press Enter. See the section on how to Run ars_config.pl [page 29] for information on the various settings that can be modified with ars_config.pl. Page 32

33 7. Follow the prompts to modify the individual settings. Note: The settings for the Resource File, Application, and Server require an entry. If these are left blank, ars_config.pl prompts you to specify the required information. 8. When finished making changes, type 0 and press Enter at the sub-menu level. 9. Select the additional settings that will be changed. 10. When finished making changes, type 0 and press Enter at the main-menu level to exit ars_config.pl. 11. If any settings have been changed, you must stop and restart automatic trouble ticket generation in order for these changes to take effect. See Manually Starting Automatic Trouble Ticket Generation [page 59] and Stopping Automatic Trouble Ticket Generation [page 61] for instructions. WARNING! The ars_config.pl script modifies the AR Server name in the FindSimilarTickets.arq and ShowAllTickets.arq files that are located in the <$SPECROOT>/ars_gateway directory. It does not modify the copies of these files that were previously placed in the <$REMEDY_PATH>/Home/ ARCmds on Windows NT/2000 or /arhome/arcmds on Solaris. 12. Copy the FindSimilarTickets.arq and ShowAllTickets.arq files to the required directories. See Moving the FindSimilarTickets.arq File [page 46] and Moving the ShowAllTickets.arq File [page 47] for details. Important: Once ars_config.pl has been run, the Remedy Server name must be added to the list of available servers. See the Remedy AR System documentation for additional information. Confirm Settings for Trouble Ticket Display In order to display Remedy Trouble Tickets, the AR User Application must be installed on the machine displaying the trouble tickets. For instructions on installing the AR User application, refer to the Remedy documentation. Page 33

34 In addition, Windows Scripting Host option needs to be enabled in order for Remedy Trouble Tickets to be displayed. To check the Windows environment to see if this option is enabled: 1. From the Windows taskbar, select Start > Settings > Control Panel. 2. In the Control Panel screen, double-click the Add/Remove Programs icon. 3. In the Add/Remove Programs window, open the Windows Setup tabbed page. Select Accessories and double-click. 4. In the list box, find the selection for Windows Scripting Host and ensure that it is selected. Setup Required for Bidirectional Functionality The bidirectional functionality of the is optional. This functionality allows two-way communication between SPECTRUM and the Remedy AR System. Trouble Ticket IDs generated by the Remedy AR System are placed in the Trouble Ticket tab for the associated alarm displayed in the Alarm Manager window. When the Trouble Ticket is closed in the Remedy AR System, the associated alarm is cleared in SPECTRUM if the bidirectional functionality is enabled. If the administrator chooses to utilize this functionality, the tasks below must be completed. Create a SPECTRUM User Model for the User Defined by the REMEDY_LOGIN_NAME Parameter To enable bidirectional functionality, the user defined by the REMEDY_LOGIN_NAME parameter must be set up as a user in the SPECTRUM User List for each landscape that will submit alarm information to the Remedy AR System. Requirements Administrative username and password on the system where SPECTRUM is installed Ability to access the User Editor Procedure 1. Access SPECTRUM s User Editor. Page 34

35 2. Create a user model for the user specified by the.arsgrc file s REMEDY_LOGIN_NAME parameter. (See REMEDY_LOGIN_NAME [page 86] for more information.) This user should be added to any landscape that will be submitting alarm information to the Remedy AR System. Note: The value for the REMEDY_LOGIN_NAME parameter can also be found by starting the AR System Config tool from the SpectroGRAPH Tools menu and finding the value of the Username parameter in the Automatic Submissions settings. Modify the ClearTicketFilter The ClearTicketFilter is used by SPECTRUM to automatically clear the related SPECTRUM alarm when a trouble ticket is closed in Remedy. Once the ClearTicketFilter has been imported into the Remedy Administrator, the path needs to be modified with the location of the clearticket executable. Requirements <$SPECROOT> Path Remedy Administrator username defined REMEDY_LOGIN_NAME and password defined by REMEDY_PASSWORD (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). Windows NT/2000 Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). 2. Click on the plus sign (+) next to Servers to display a list of servers. 3. Click on the plus sign (+) next to the desired server name. 4. Click the Filters icon. 5. Double-click on the ClearTicketFilter. 6. Click on the If Action tab. 7. The initial path is shown as follows: $SPECROOT\ars_gateway\clearticket -mh $Landscape$ -ai $Alarm ID$ -su $Submitter$ Page 35

36 8. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: C:\\ win32app\\spectrum. 9. Click File > Save. Note: If the changes are not saved, Remedy will prompt the user to save the changes. 10. Close Remedy Administrator. Solaris Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). 2. Click Category > Filters. 3. Double-click ClearTicketFilter. 4. Click on the If option located near the middle of the screen. 5. Click Run Process. 6. The initial path is shown as follows: $SPECROOT\ars_gateway\clearticket -mh $Landscape$ -ai $Alarm ID$ -su $Submitter$ 7. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: \usr\spectrum. 8. Click Modify. 9. Click Apply to set the changes. 10. Click Dismiss to close the filter window. 11. Close Remedy Administrator. The CLEARTICKET.OUT File Once bidirectional functionality has been set up, the following messages are written to the CLEARTICKET.OUT file by the ClearTicketFilter when the is operating. When a Remedy ticket is closed and the alarm cleared: Page 36

37 MM/DD/YY hh:mm:ss: Successfully cleared alarm: ### on SPECTRUM Landscape: 0x######## When a Remedy ticket is closed and the associated alarm had already been cleared: MM/DD/YY hh:mm:ss: Error: Could not find the alarm: ### in SPECTRUM Landscape: 0x######## When unable to connect to the SpectroSERVER: MM/DD/YY hh:mm:ss: Error: Unable to create the Mail Service When unable to connect to Alarm Manager: MM/DD/YY hh:mm:ss: Error: Unable to connect to the Alarm Manager. This may be caused by the fact that there is no user in SPECTRUM corresponding to the user running clearticket. When the alarm exists, but cannot be cleared: MM/DD/YY hh:mm:ss: Error: Failed to clear alarm: ### on Landscape:0x######## Modify the AssignTicket Filter The AssignTicket Filter is used by SPECTRUM to update an alarm s Trouble Ticket ID field with the assignee s name if a Remedy user changes the value of the Assigned-To field on the SPECTRUM Trouble Ticket form. Once the AssignTicket filter has been imported into the Remedy Administrator, the path needs to be modified with the location of the assignticket executable. Requirements <$SPECROOT> Path Remedy Administrator username defined REMEDY_LOGIN_NAME and password defined by REMEDY_PASSWORD (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). Windows NT/2000 Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). 2. Click on the plus sign (+) next to Servers to display a list of servers. Page 37

38 3. Click on the plus sign (+) next to the desired server name. 4. Click the Filters icon. 5. Double-click on the AssignTicket filter. 6. Click on the If Action tab. 7. The initial path is shown as follows: $SPECROOT/ars_gateway/assignticket $Model Handle$ $Alarm ID$ "$Assigned-To$" $Submitter$ 8. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: C:\\ win32app\\spectrum. 9. Click File > Save. Note: If the changes are not saved, Remedy will prompt the user to save the changes. 10. Close Remedy Administrator. Solaris Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See REMEDY_LOGIN_NAME [page 86] and REMEDY_PASSWORD [page 86]). 2. Click Category > Filters. 3. Double-click AssignTicket filter. 4. Click on the If option located near the middle of the screen. 5. Click Run Process. 6. The initial path is shown as follows: $SPECROOT/ars_gateway/assignticket $Model Handle$ $Alarm ID$ "$Assigned-To$" $Submitter$ 7. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: \usr\spectrum. 8. Click Modify. 9. Click Apply to set the changes. Page 38

39 10. Click Dismiss to close the filter window. 11. Close Remedy Administrator. The ASSIGNTICKET.OUT File Once bidirectional functionality has been set up, the following messages are written to the ASSIGNTICKET.OUT file by the AssignTicket filter when the is operating. When an alarm is successfully updated: MM/DD/YY hh:mm:ss: Successfully updated Trouble Ticket ID for alarm ### When unable to connect to the landscape of the model: MM/DD/YY hh:mm:ss: Error: Could not connect to landscape 0x######## When unable to update Trouble Ticket ID attribute: MM/DD/YY hh:mm:ss: Error Setting Assignee: (reason) When unable to find the alarm in the landscape: MM/DD/YY hh:mm:ss: No alarms found for model 0x######## Misc. error trying to retrieve alarms for the model: MM/DD/YY hh:mm:ss: Error: update error: (reason) Page 39

40 Setup Required to Operate the Gateway through a Firewall To enable communication between the Remedy Server and the AR System Gateway through a firewall, the Remedy Administrator must set server ports and RPC numbers as needed. See the section Using the Remedy Administrator Server Ports and Multiple Servers Information (page 2-43) in the Remedy Corporation Workflow Administrator s Guide for the Action Request System version 4.5. Setup Required to Allow Read-Only Users to Operate the Gateway To enable Read-Only users to operate the, the VNM Landscape AlarmMgmt settings must be configured. Read-Only users need to be able to clear and update alarms to utilize the Submit Remedy TT function and bidirectional capability of the. Requirements Ability to access the VNM Landscape Configuration Procedure 1. Right-click on the VNM icon in SpectroGRAPH and select Configuration. 2. Click on AlarmMgmt in the Configure/Information window and click OK. 3. In the Alarm Management Model Information View, toggle the Alarm Update by Read Only to Yes. 4. Toggle the Alarm Clear by Read Only to Yes. 5. Click File > Save All Changes and then click OK. 6. Click File > Close to close the Alarm Management Model Information View. 7. Click File > Close to close the Landscape Configuration window. Page 40

41 Setup Required If Remedy Server Is Installed on a System without SPECTRUM If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, the tasks below must be completed. Set Up the.localregfile If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, it is necessary to place a copy of the.localregfile on that system. The.LocalRegFile is used to point the Remedy Server to the system where SPECTRUM resides. This information is required for the ClearTicketFilter to clear a SPECTRUM alarm when the associated trouble ticket is closed in Remedy. Requirements Location of the.localregfile on the system where SPECTRUM is installed and the is installed Location of the Remedy installation on the AR Server machine Ability to set ownership of a file Procedure 1. Navigate to the <$SPECROOT> directory on the SPECTRUM installed machine. 2. Copy the.localregfile. 3. Navigate to the Remedy installation directory on the AR Server machine and place the copy of the.localregfile into that directory. 4. Set the owner of the.localregfile to the name of the owner of the other files in the Remedy installation directory. Set Up the Clearticket Executable File If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, it is necessary to place a copy of the clearticket executable file on that system. This executable is required for the ClearTicketFilter to clear a SPECTRUM alarm when the associated trouble ticket is closed in Remedy. Page 41

42 Requirements Location of the clearticket executable file on the system where SPECTRUM is installed and the is installed Location of the Remedy installation on the AR Server machine Ability to set ownership of a file Procedure 1. Navigate to the <$SPECROOT>/ars_gateway directory on the SPECTRUM installed machine. 2. Copy the clearticket executable file. 3. Navigate to the Remedy installation directory on the AR Server machine and place the copy of the clearticket executable into that directory. 4. Set the owner of the clearticket executable to the name of the owner of the other files in the Remedy installation directory. Set Up the AssignTicket Executable File If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, it is necessary to place a copy of the assignticket executable file on that system. This executable is required for the AssignTicket filter to update the alarm s Trouble Ticket ID field with the assignee s name if a Remedy user changes the value of the Assigned-To field on the SPECTRUM Trouble Ticket form. Requirements Location of the assignticket executable file on the system where SPECTRUM is installed and the is installed Location of the Remedy installation on the AR Server machine Ability to set ownership of a file Procedure 1. Navigate to the <$SPECROOT>/ars_gateway directory on the SPECTRUM installed machine. 2. Copy the assignticket executable file. Page 42

43 3. Navigate to the Remedy installation directory on the AR Server machine and place the copy of the assignticket executable into that directory. 4. Set the owner of the assignticket executable to the name of the owner of the other files in the Remedy installation directory. Set Up the SPECROOT Environment Variable If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, it is necessary to set up the SPECROOT environment variable on the AR Server machine that points to the Remedy installation directory where the.localregfile and clearticket files were copied. The.LocalRegFile and the SPECROOT variable are used to point the Remedy Server to the system where SPECTRUM resides and the path to the SPECTRUM installation. This information is required for the ClearTicketFilter to clear a SPECTRUM alarm when the associated trouble ticket is closed in Remedy. Requirements Path to the Remedy installation directory on the AR Server machine Ability to log on as Administrator (Windows) or root (Solaris) and set a global variable Ability to create a directory and file (Solaris only) Windows NT/2000 Procedure 1. Log onto the AR Server machine with a username and password having Administrative privileges. 2. Click Start > Settings > Control Panel. 3. Double-click the System icon. The System Properties window appears. 4. Click the Environment tab. 5. Click on any item in the System Variables box to highlight it. The information for that variable will be displayed in the two fields at the bottom of the window. 6. Highlight the information in the Variable field. Delete it and enter the word SPECROOT for the variable name. 7. Highlight the information in the Value field. Delete it and enter the path to the.localregfile. Page 43

44 8. Click Set. 9. Scroll through the System Variable list and click on the SPECROOT variable. Verify that the path shown in the Value field is correct. 10. Ensure the variable is set as a global variable. 11. Click OK. 12. Close the Control Panel. Solaris Procedure 1. Log in as root on the AR Server machine. 2. Add an environment variable for the user running AR Server in the desired shell environment file. Substitute the actual path for the installation directory in the variable as shown below: SPECROOT=<Remedy_installation_directory>. 3. Set this variable for the user that will be running AR Server. Add Machine Names for Host Security Access The.hostrc file contains the names of the systems that are authorized to access the SpectroSERVER machine. The names of the SPECTRUM machine where the is running, the AR Server machine, and the AR Administrator machine all have to be in the access list. The names are added through the SPECTRUM Control Panel s Host Security option. Requirements Ability to log on as Administrator (Windows) or root (Solaris) Ability to access the SPECTRUM Control Panel Names of the SPECTRUM install machine, the AR Server machine, and the AR Administrator machine Procedure 1. Log on to the SPECTRUM machine where the is running. 2. Open the SPECTRUM Control Panel window. 3. Click Configure. 4. Click Host Security. 5. Ensure the name of the SPECTRUM machine is in the list of Servers. Page 44

45 6. Click in the field below the Server List, enter the name of the AR Server machine, and click Add. 7. Click in the field below the Server List, enter the name of the AR Administrator machine, and click Add. 8. Click OK. 9. Click Close. 10. Close the SPECTRUM Control Panel window. Add Names of Users Running SPECTRUM, AR Server, and AR Administrator to the SPECTRUM User List The usernames of the users who started SPECTRUM, the AR Server, and the AR Administrator machines must be included in the list of users on the SPECTRUM installed machine. Requirements Ability to log on as Administrator (Windows) or root (Solaris) Ability to access the SPECTRUM User Editor and add users Names of the users who will run SPECTRUM, AR Server, and AR Administrator (if this is not the user running AR Server) Procedure 1. Log on to the SPECTRUM machine where the is running. 2. Open the SPECTRUM User Editor window. 3. Add the user names for the users who will run SPECTRUM, AR Server, and AR Administrator. 4. Close the SPECTRUM User Editor window. Setup Required Only If Active Links Have Been Imported The Show Similar Tickets and Show All Tickets buttons appear at the bottom of the SPECTRUM Trouble Ticket form. Once Active Links have been imported, the tasks below must be completed to enable the functionality. Page 45

46 Moving the FindSimilarTickets.arq File If Active Links have been imported, the Show Similar Tickets button appears at the bottom of the SPECTRUM Trouble Ticket form. The FindSimilarTickets.arq file must be relocated to the directory where Remedy requires this type of file. Requirements Location of <$SPECROOT>/ars_gateway Name of the Remedy Server Ability to create a directory (Solaris only) Windows NT/2000 Procedure 1. Log onto the system as the Administrator. Note: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the FindSimilarTickets.arq file. See Running ars_config.pl [page 48] for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the FindSimilarTickets.arq file. 4. Navigate to the <$REMEDY_PATH>/Home/ARCmds directory. 5. Place a copy of the FindSimilarTickets.arq file into that directory. Solaris Procedure 1. Log in as root. Note: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the FindSimilarTickets.arq file. See Running ars_config.pl [page 48] for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the FindSimilarTickets.arq file. 4. If the directory /arhome/arcmds does not exist, create it. Place a copy of the FindSimilarTickets.arq file into the directory /arhome/arcmds. Page 46

47 Moving the ShowAllTickets.arq File If Active Links have been imported, the Show All Tickets button appears at the bottom of the SPECTRUM Trouble Ticket form. The ShowAllTickets.arq file must be relocated to the directory where Remedy requires this type of file. Requirements Location of <$SPECROOT>/ars_gateway Name of the Remedy Server Ability to create a directory (Solaris only) Windows NT/2000 Procedure 1. Log onto the system as the Administrator. Note: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the ShowAllTickets.arq file. See Running ars_config.pl [page 48] for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the ShowAllTickets.arq file. 4. Navigate to the <$REMEDY_PATH>/Home/ARCmds directory. 5. Place a copy of the ShowAllTickets.arq file into that directory. Solaris Procedure 1. Log in as root. Note: If the Remedy server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the ShowAllTickets.arq file. See Running ars_config.pl [page 48] for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the ShowAllTickets.arq file. 4. If the directory /arhome/arcmds does not exist, create it. 5. Place a copy of the ShowAllTickets.arq file into the directory /arhome/arcmds. Page 47

48 Setup Required If Remedy Was Installed after SPECTRUM When the is installed, it looks for the current installation of Remedy to determine the path and server name. If Remedy was installed after SPECTRUM has been installed on the system, the tasks below must be completed for the to function properly. Running ars_config.pl See Run ars_config.pl [page 29] for complete instructions. Manually Starting Automatic Trouble Ticket Generation When the local machine is started the first instance of the Automatic Trouble Ticket Generator is automatically started by processd, as long as a processd IDB file exists for the. Additional instances of the Automatic Trouble Ticket Generator must be started manually using the arsgated.pl command. When the is started manually, it will not be maintained by processd. To have processd maintain the, the user must stop and restart processd after starting the. Requirements Location of <$SPECROOT>/ars_gateway Procedure To manually start a subsequent instance of the Automatic Trouble Ticket Generator perform the following: 1. Navigate to the <$SPECROOT>/ars_gateway directory and locate the arsgated.pl executable. 2. For the Base-level Gateway use the options in the following format: arsgated.pl [-p <password>] [-r <resource file>] 3. For the SANM-enabled gateway use the options in the following format: arsgated.pl [-p <password>] [-r <resource file>] [-n <application name>] [-tl details summary [-tn <trace file name>] [-ts <size>]] Note: For descriptions of the options for the arsgated.pl command see Table5 [page60]. Page 48

49 Filtering Alarms This section describes how to filter the alarms that are sent from SPECTRUM to the. In This Section Accessing the Alarm Filtering Tool [Page 49] Advanced-Level Filtering [Page 49] Base-Level Filtering [Page 50] Adding or Editing a Base-Level Filter [Page 52] Accessing the Alarm Filtering Tool The constantly monitors SPECTRUM alarms. When the is initially installed, a default filter is used which allows all alarms to be sent to the. These alarms generate a trouble ticket for the Remedy System. If there are many alarms on a network, the number of trouble tickets that are generated may need to be limited. For this reason, you may want to create filters which limit the alarms sent to the. To access alarm filtering, choose the AR System Filtering option from the Tools menu in the SpectroGRAPH. Depending on the options installed with SPECTRUM, you have access to either advanced-level or base-level filtering. Advanced-Level Filtering When the AR System Filtering option is selected on a SANM-enabled system, the Policy Administrator window opens. This window gives you access to advanced-level (policy-based) filtering which comes with the SPECTRUM Alarm Notification Manager (SANM). SANM-enabled filtering provides more capabilities than the default AR System Gateway installed filtering. SANM policy-based filtering adds to the filtering system the options of scheduling and managing alarms on a distributed network. Page 49

50 Note: If SANM is installed, the SANM policies replace the AR System Gateway base-level filter (e.g., Policy Administrator replaces Alarm Filtering). For complete information on SANM and using this filtering option, see SPECTRUM Alarm Notification Manager (SANM) User's Guide (1308) Base-Level Filtering Base-level filtering is the default alarm filtering that comes with the SPECTRUM. This option allows you to define filter criteria so that the AR System generates trouble tickets only under specified conditions. In this case, when the AR System Filtering option is selected the Alarm Filtering window opens. Base-Level Alarm Filtering Window The Alarm Filtering window lists the filter criteria in the following order and format: Model Name:Severity:Probable Cause ID:Model Type:Alarm Age. If the has just been installed, the filter field in the Alarm Filtering window contains the default filter all:all:all:all:0. Figure 2: Alarm Filtering Window Page 50