Nimsoft Monitor. hpovsdgtw Guide. v1.2 series

Transcription

1 Nimsoft Monitor hpovsdgtw Guide v1.2 series

2 Legal Notices Copyright 2012, Nimsoft Corporation Warranty The material contained in this document is provided "as is," and is subject to being changed, without notice, in future editions. Further, to the maximum extent permitted by applicable law, Nimsoft Corporation disclaims all warranties, either express or implied, with regard to this manual and any information contained herein, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Nimsoft Corporation shall not be liable for errors or for incidental or consequential damages in connection with the furnishing, use, or performance of this document or of any information contained herein. Should Nimsoft Corporation and the user have a separate written agreement with warranty terms covering the material in this document that conflict with these terms, the warranty terms in the separate agreement shall control. Technology Licenses The hardware and/or software described in this document are furnished under a license and may be used or copied only in accordance with the terms of such license. No part of this manual may be reproduced in any form or by any means (including electronic storage and retrieval or translation into a foreign language) without prior agreement and written consent from Nimsoft Corporation as governed by United States and international copyright laws. Restricted Rights Legend If software is for use in the performance of a U.S. Government prime contract or subcontract, Software is delivered and licensed as "Commercial computer software" as defined in DFAR (June 1995), or as a "commercial item" as defined in FAR 2.101(a) or as "Restricted computer software" as defined in FAR (June 1987) or any equivalent agency regulation or contract clause. Use, duplication or disclosure of Software is subject to Nimsoft Corporation s standard commercial license terms, and non-dod Departments and Agencies of the U.S. Government will receive no greater than Restricted Rights as defined in FAR (c)(1-2) (June 1987). U.S. Government users will receive no greater than Limited Rights as defined in FAR (June 1987) or DFAR (b)(2) (November 1995), as applicable in any technical data. Trademarks Adobe, Acrobat, Acrobat Reader, and Acrobat Exchange are registered trademarks of Adobe Systems Incorporated. Intel and Pentium are U.S. registered trademarks of Intel Corporation. Java(TM) is a U.S. trademark of Sun Microsystems, Inc. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. Netscape(TM) is a U.S. trademark of Netscape Communications Corporation. Oracle is a U.S. registered trademark of Oracle Corporation, Redwood City, California. UNIX is a registered trademark of the Open Group.

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5 Contents Chapter 1: hpovsdgtw Requirements... 8 Installation Notes... 9 Creating a Nimsoft user... 9 Configuring the HP OpenView Service Desk Configuring the HP OpenView Service Manager Advanced Configuration Settings Alarm Messages hpovsdgtw Configuration General tab Service Desk tab Service Manager tab Working with Incidents Viewing or Updating Incident Information Closing an Incident Example Severity Mapping Hostname Mapping Workgroup Mapping Incident Id in alarm Glossary 45 Contents 5

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7 Chapter 1: hpovsdgtw 1.2 This description applies to HPOVSDgtw version 1.21 REQUIREMENT This probe requires that the Nimsoft user HPOVSD is created. The HPOVSDgtw (HP OpenView Service Desk Gateway) checks for alarms assigned to the Nimsoft user HPOVSD. This means that this user must be created using the User Administration tool available in the Infrastructure Manager before implementing and using this gateway. When alarms assigned to the Nimsoft user HPOVSD are detected, the HPOVSDgtw creates a new incident in the HP OpenView Service Desk 4.5 (SP16+) or HP OpenView Service Manager 7. In the HPOVSD, all the alarm attributes will be shown in the incident s fields Information and Description. The Description field will contain the following: Alarm from <hostname>, alarm level <level>, subsystem <subsys>. Further one may explicitly set <nimts> in an own user-defined date field, and set <nimid> into a user-defined text field. When the operator in the HPOVSD has managed the incident and changed the status to closed, the HPOVSDgtw will (based on the nimid) clear the alarm. The gateway supports functionality for testing the network access to the HPOVSD, and also for testing the login session on the HPOVSD with verification of the user name and password. This section contains the following topics: Documentation Changes (see page 8) Requirements (see page 8) Installation Notes (see page 9) Creating a Nimsoft user (see page 9) Configuring the HP OpenView Service Desk (see page 13) Configuring the HP OpenView Service Manager (see page 19) Advanced Configuration Settings (see page 21) hpovsdgtw Configuration (see page 24) Working with Incidents (see page 34) Viewing or Updating Incident Information (see page 35) Closing an Incident (see page 37) Example (see page 38) Incident Id in alarm (see page 44) Chapter 1: hpovsdgtw 1.2 7

8 Requirements Documentation Changes This table describes the version history for this document. Version Date What's New? 1.21 October 2011 Initial Release Requirements P l a t f o r m N i m s o f t S o f t w a r e H a r d w a r e Windows, Solaris, Linux Nimsoft Server version 3.60 or later (Robot update 4.10 or later) HP OpenView Service Desk 4.5 (SP16 or later), HP OpenView Service Manager 7, java_jre package Minimum 800 Mhz, 512 MB RAM 8 hpovsdgtw Guide

9 Installation Notes Installation Notes Install the package on your local archive. Ensure that you have the java_jre package deployed. Drop the package from your local archive to the target robot. Verify that the datetime format in the configuration file matches the datetime format on the Service Manager or the service desk. The closed incident retrieval timer uses this format to build queries. The configuration file uses the following datetime formats: MM/dd/yyyy HH:mm:ss dd/mm/yyyy HH:mm:ss Double-click the probe for initial configuration Creating a Nimsoft user To create a Nimsoft user you need to launch Infrastructure Manager. In Infrastructure Manager, click Security option in the menu bar and select User Administration option. Chapter 1: hpovsdgtw 1.2 9

10 Creating a Nimsoft user Right click in User Administration screen and select New User option. 10 hpovsdgtw Guide

11 Creating a Nimsoft user The New User screen pops up. Fill in the User as HPOVSD. Click the Set Password button to create a password for the user Chapter 1: hpovsdgtw

12 Creating a Nimsoft user Enter the password, retype it and click the OK button. Click OK to quit the New User dialog box, and the user is created. You can now assign the alarm to the user. 12 hpovsdgtw Guide

13 Configuring the HP OpenView Service Desk Note: Nimsoft user is used only for assigning alarms generated in Service Desk/ ServiceManager. Service Desk/Service Manager username/password is used to connect the probe internally to Service Desk or Service manager. Configuring the HP OpenView Service Desk Choose menu Tools à System to start Administrator Console. Choose Security à Access à Application Account. Right-click in the user list and create a new Application Account: Chapter 1: hpovsdgtw

14 Configuring the HP OpenView Service Desk Create the user Nimsoft on the HPOVSD with the following role properties (in tab Roles): Role Helpdesk Access to all forms Access to all templates except for integration Access to all views 14 hpovsdgtw Guide

15 Configuring the HP OpenView Service Desk Creating Incident template If desired, is possible to create a unique template for alarms. By selecting Data à Templates à Incident in the Administrator console, you can create an Incident template. Give the template a descriptive name (e.g. "Nimsoft_Alarm"). Remember to set values in all fields with bold prompt in the template! This template name must also be reflected in the HPOVSDgtw.cfg file. This parameter is set using the HPOVSDgtw GUI: Change Incident Template from external_incident to the new value of the default template (e.g. "Nimsoft_Alarm"). Creating additional Incident field If you want to create one or two additional fields used in the Incident template for alarms, you can apply user-defined fields of the type Incident. This is done in the Administrator console by selecting Data à Custom Fields and choose Incident in right pane. For the Nimsoft alarm attribute nimts, you should use a user-defined field of the type Inc. Date. For example Inc. Date 10 (Date) (=>Index = 10): Chapter 1: hpovsdgtw

16 Configuring the HP OpenView Service Desk 16 hpovsdgtw Guide

17 Configuring the HP OpenView Service Desk Rename the Name from Inc. Date 10 to Nimsoft Alarm time and fill in as depicted above. You must then reflect the index used in the section incident_userdef_nimts in the HPOVSDgtw.cfg file. This file can be opened by pressing the <shift> button and simultaneously right-clicking the hpovsdgtw probe in Infrastructure Manager, selecting Raw Configure. Select the section Setup and press New Key. Create the key incident_userdef_nimts Give it the value 10 if index = 10: Chapter 1: hpovsdgtw

18 Configuring the HP OpenView Service Desk For the Nimsoft alarm attribute nimid, you should use a user-defined field of the type Inc. Shorttext. For example Inc. Shorttext 10 (Text 40) (=>Index = 10): Rename the Name from Inc. shorttext 10 to Nimsoft Alarm ID 18 hpovsdgtw Guide

19 Configuring the HP OpenView Service Manager Configuring the HP OpenView Service Manager Click System Administration > Ongoing Maintenance > Operators Go to Administration > All System Admin and click the user just created. In General tab enter details for fields with boxes having red edges in corners (mandatory fields) as shown in below figure. Chapter 1: hpovsdgtw

20 Configuring the HP OpenView Service Manager Also the operator information can be selected by clicking the search button from the toolbar. In security tab enter the password as shown in the figure below. Click Add to save the record. 20 hpovsdgtw Guide

21 Advanced Configuration Settings Advanced Configuration Settings On probe restart, the Offline Management mode checks for the alarms asssigned to the Nimsoft user when the hpovsdgtw probe was de-activated (i.e. the probe was not running). The probe fetches the list of alarms assigned to the Nimsoft user and compares it with the list in the OfflineAlarmMgmt.cfg file. The probe creates incidents for those alarm IDs that are found in the nas list but not in the OfflineAlarmMgmt.cfg list. The incidents are created either in Service Desk or in Service Manager, as configured in hpovsdgtw probe. You can disable or enable the offline management mode by using the Raw Configure method as described below. Holding down the Ctrl key, right-click the hpovsdgtw probe in the Infrastructure Manager. From the context menu, select Raw Configure option. Chapter 1: hpovsdgtw

22 Advanced Configuration Settings Raw Configure window appears. From the left-hand frame, select setup node. Select the disable_offline_managment key and click Edit Key button. Edit Key dialog appears. To turn off offline management, set the key as 1. To turn on the offline management, set the key as 0. Note: By default, the key is set to 1. Modify the key value as necessary and click OK button. After configuring the settings, restart the hpovsdgtw probe to affect the changes. 22 hpovsdgtw Guide

23 Advanced Configuration Settings Alarm Messages The hpovsdgtw probe raises default alarms in the following scenarios: The service desk or the Service Manager is unable to create new incidents. The service desk or the Service Manager is unable to connect to the server by using the given credentials. By default, the Raw Configuration has the following message nodes: GTWNewIncidentWarning: This warning message appears when the service desk or the Service Manager is unable to create new incidents. You can update the following fields for this alarm: Name Severity Token msg_err subsystem suppression_id msg_ok GTWConnectionWarning: This warning message appears when the service desk or the Service Manager is unable to connect to the server by using the given credentials. You can update the following fields for this alarm: Name Severity Token msg_err subsystem suppression_id msg_ok Chapter 1: hpovsdgtw

24 hpovsdgtw Configuration hpovsdgtw Configuration Note The section describing the HP OpenView Service Desk shows you how to you create additional fields used in the Incident template for alarms. This must then be reflected in the section incident_userdef_nimts in the HPOVSDgtw.cfg file. This file is opened and configured from the Infrastructure Manager. See the section Configuring the HP OpenView Service Desk for instructions. Double-click the line representing the gateway in the Infrastructure Manager, bringing up the configuration tool for the gateway. The configuration tool consists of three tabs: General Service Desk Service Manager 24 hpovsdgtw Guide

25 hpovsdgtw Configuration General tab The hpovsdgtw probe configuration is common for both Service Desk and Service Manager. Field Description General tab Service Desk/ Service Manager Log-level Nas address Specify whether you wish to configure Service Desk or Service Manager. If you choose Service Manager option, the Service Desk tab is disabled, and vice-versa. Sets the level of details written to the log-file. Log as little as possible during normal operation to minimize disk consumption, and increase the amount of detail when debugging. The default log level is 0. The address of the Nimsoft Alarm Server in the format /<Domain>/<Hub>/<Robot>/nas NOTE: You must specify the local Nimsoft Alarm Server. Also, the address is case sensitive. Chapter 1: hpovsdgtw

26 hpovsdgtw Configuration Service Desk Username Enter the SD user (Nimsoft User) created in Infrastucture Manager. Service Desk tab Click the Service Desk tab. Note that you must click the Apply button to activate any changes made in the probe configuration. Field Service Desk Tab Description Server name/ip address Username Password The name or IP address of the server running the HPOVSD software. User defined in the HPOVSD. Password for the user. 26 hpovsdgtw Guide

27 hpovsdgtw Configuration Field Test (button) Check interval Description Clicking the Test button, the gateway attempts to log in on the HPOVSD server, using the specified login credentials. If attempt is successful, a green indicator is lit; otherwise, a red indicator is lit. The time interval between each time the probe checks for closed incidents in the HPOVSD. When the operator in the HPOVSD has managed the incident and changed the status to closed, the HPOVSDgtw will (based on the nimid) clear the alarm. Incident template The name of the template to be used when creating incidents in the HPOVSD. Date format Workgroup Field in Alarm Incident ID Custom Field Hostname Search Criteria Nimsoft Alarm ID Mapping Timezone The date format to be used when creating incidents in the HPOVSD. Specifies the custom field for the workgroup field. For more details about the custom fields, see section Use field-values from custom alarm fields Enter the custom field (custom1 custom5) in which the Incident ID generated on the server is to be displayed. Specifies the field that will be used for mapping with the Hostname OR Configuration Item in Service Desk application. The available options are Search Code, Primary Name and Secondary Name. Specifies the mapping of Alarm ID for the incident. You can choose an option from the drop-down list to select the appropriate mapping for the Alarm ID. By default, Shorttext 10 is selected. For more details, please refer to section "Creating additional Incident fields". Specify the time zone code (such as GMT, IST, PST, etc.) to be used to store the time value. The probe can be configured to use some other time zone than the server s time zone. Using this field ensures that the HPOVSDgtw probe and the server are in sync with the timezone. Chapter 1: hpovsdgtw

28 hpovsdgtw Configuration Field Edit Alarm Severity Description Click this button to edit the Alarm Severity level as per requirement. On clicking this button, you will see the following screen. Select the desired severity level for respective alarms from the drop down list. The selected severity level will be mapped with the Severity field of HPOV Service Desk 28 hpovsdgtw Guide

29 hpovsdgtw Configuration Field Configuration Item Status Description Click this button to see the list of Configuration Item Status. Select the status, where you do not want the Configuration Item having the selected status to be displayed in HPOV Service Desk. Note: This list of configuration item status represents retired/blocked configuration items If the available Configuration Item on HPOV Service Desk has the same status as selected in Configuration Item Status List, then the respective Configuration Item will not be displayed in HPOV Service Desk. Chapter 1: hpovsdgtw

30 hpovsdgtw Configuration Service Manager tab In the General tab, select the Service Manager option. Click the Service Manager tab. Field Description Service Manager Tab Server URL Webservice URL for the Service Manager. URL is in the form. Enter the appropriate server name (or IP address) and the port number. Note that you should have access to the web service running at <Server Name> :CA Portal. This web service is installed during the installation of Service manager. 30 hpovsdgtw Guide

31 hpovsdgtw Configuration Field Username Password Test Port (button) Check Interval Date Format Incident ID Custom Field Timezone Description A valid user created in Service Manager. Default username during installation of Service Manger is HPOVSD. Password for the user On Clicking the Test Port button, the gateway attempts to log in on the Service Manager, using the specified login credentials. If attempt is successful, a green indicator is lit; otherwise, a red indicator is lit. The time interval between each time the probe checks for closed incidents in the Service Manager. When the operator in the Service Manager has managed the incident and changed the status to closed, the HPOVSDgtw will (based on the nimid) clear the alarm. The date format to be used when creating incidents in the Service Manager Enter the custom field (custom1 custom5) in which the Incident ID generated on the server is to be displayed Specify the time zone code (such as GMT, IST, PST, etc.) to be used to store the time value. By default, the time zone is set to PST. The Service Manager user might be configured to use some other time zone than the server s time zone, using this field ensures that the update query will execute appropriately even if the time zone are not in sync. Chapter 1: hpovsdgtw

32 hpovsdgtw Configuration Note: Known issues while upgrading from 1.12 to 1.2X This is applicable to users who are using the probe for Service Manager (SM). If the user has set default timezone in build version 1.12 and then upgraded it to 1.2X, in this scenario timezone for SM is set to PST. If user has any other timezone please reset it appropriately. Known issue in windows 2003 Server If the probe is deployed in Windows 2003 server, timezone for SD and SM is set as blank in the drop down. This needs to be reset with default timezone of the respective machine. You can verify the access to web service by pasting the following URL in the address bar of your web-browser: Address>: CA Portal/sc62server/PWS/IncidentManagement.wsdl Be sure to enter the IP address and port number in the respective fields. The default port number is If you have access to the web service, the browser will display the following XML file. 32 hpovsdgtw Guide

33 hpovsdgtw Configuration Edit field settings Click the Edit field settings button to configure the field mapping values for mandatory and optional fields in HPOVSDgtw probe. Mandatory fields Following are the mandatory fields in Service Manager and you must configure the appropriate values for each of the fields below. The same combination must exist in Service Manager, otherwise the Service Manager will not create an incident for the specified category. category problem_type sub_category product_type primary_assignment_group initial_impact Optional fields Following are the optional fields in Service Manager. site_category There are two ways you can configure the field-mapping values: Use User-defined values Chapter 1: hpovsdgtw

34 Working with Incidents Choose this option if you wish to provide user-defined values for the fields. The values entered here will be used as fields in the HPOVSDgtw probe GUI. Use field-values from custom alarm fields Choose this option if you wish to choose values from the following permissible alarm fields: usertag1, usertag2, custom_1, custom_2, custom_3, custom_4 and custom_5. You can use these values in any sequence, and also duplicate values are allowed. However, you cannot choose any value apart from the permitted ones. Working with Incidents When you assign an alarm to a user, the HPOVSDgtw probe creates a new incident in the HP OpenView service desk or the HP OpenView Service Manager, based on the configuration in the General tab. Incident in the Service Desk 34 hpovsdgtw Guide

35 Viewing or Updating Incident Information Incident in the Service Manager Viewing or Updating Incident Information T o view or update information about an incident, double-click the incident. Incident Information in the Service Desk Chapter 1: hpovsdgtw

36 Viewing or Updating Incident Information Incident Information in the Service Manager 36 hpovsdgtw Guide

37 Closing an Incident Closing an Incident You can close an incident after you implement the appropriate action for the incident. After you close an incident, the alarm is acknowledged in NAS. To close an incident, click Closed in the Status list. The probe clears the alarm. Closing an Incident in the Service Desk Closing an Incident in the Service Manager Chapter 1: hpovsdgtw

38 Example Example As an example, let us see how to map Severity, Hostname and Workgroup from the alarm to Service Desk application. Severity Mapping To map the severity of the created incident with the service desk, you need to verify whether the appropriate severities are configured in the Service Desk. The severities configured in the Service Desk must be the same as that in the incident. Perform the following steps to create a severity in the service desk: 1. In the Service Desk, select Tools à System. The Administrator Console window opens. 2. Expand the tree-view as follows: hp OpenView service desk à Data à Codes à Incident à Severity 38 hpovsdgtw Guide

39 Example 3. If the right pane (Severity) is empty, then right-click inside the right pane and select New Severity option from the context menu. 4. Enter the name of the severity. Note: The severity names created in Administrator Console window should be the same as the severity names in the "Alarm Severity" dialog of the HPOVSDgtw probe. This helps in proper mapping of the severity available with Service Desk and the incidents created. 1. Save the newly created severity. You can create multiple severities, as necessary. As shown in the above screenshots, the severities configured in the Alarm Severity dialog of HPOVSDgtw probe are same as the ones created in the Administrator Console of service desk. Chapter 1: hpovsdgtw

40 Example Hostname Mapping In order to display the hostname / Config Items in the Service Desk, you need to verify whether the hostname present in the incident has been created in the Service Desk. Perform the following steps to create the hostname / Config Items in the Service Desk: 1. In the Service Desk, go to Incident section and double click the incident. Incident window opens. 2. In the Incident window, click the down-arrow of Configuration Item button. A drop-down menu opens. 3. Select "New" option from the drop-down menu. The Configuration Item window opens. 4. Enter the necessary details for the hostname / Config Item. 40 hpovsdgtw Guide

41 Example 5. Click Save and Close. 6. After assigning alarm,the configuration item reflects in the Incident. Double-click the incident in the Service desk to view the configuration item. Note: The hostname / Config Item entered in Configuration Item window must be the same as the hostname in the alarm, as shown in the screenshot below. Chapter 1: hpovsdgtw

42 Example Workgroup Mapping In order to display the workgroup in the Service Desk, you need to verify whether the workgroup present in the incident has been created in the Service Desk. Perform the following steps to display the workgroup in the incident in the service desk: 1. Double-click on the HPOVSDgtw probe. The probe configuration GUI opens. 2. Click the Service Desk tab. 3. In the Workgroup Field in Alarm textbox, enter the custom caption (for example, custom_1). 4. Click Apply to save the probe configuration. 42 hpovsdgtw Guide

43 Example 5. In the Service Desk application, set the value of the workgroup list For the same custom caption (custom_1 in this example). 6. The value will appear in the alarm as shown in the figure below. 7. After assigning the alarm,the workgroup appears in the incident. To view the workgroup, double-click the incident in the Service desk. Chapter 1: hpovsdgtw

44 Incident Id in alarm Incident Id in alarm The incident ID is mapped with the alarm while specifying the Service Desk details. After creating an incident, this incident ID is stored in the Alarm. 44 hpovsdgtw Guide

45 Glossary Glossary 45