AR System Gateway. User Guide. Document 0708

Transcription

1 AR System Gateway User Guide Document 0708

2 Notice Copyright Notice Copyright 2002-present 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:

3 Contents Preface 5 What is in this book Document Feedback Contacting Concord Communications Chapter 1: Welcome to the AR System Gateway Guide How does the AR System Gateway Work? Using the AR System Gateway with the SpectroGRAPH and OneClick interfaces Compatibility Information What s ahead Commonly used terms Chapter 2: Enabling Communication Between the SPECTRUM and the AR System Mandatory setup tasks for all installations Mandatory setup for OneClick installations Additional setup required if the AR System server and the SpectroSERVER are on two different machines Setup required when operating the AR System Gateway through a firewall Setup required for bidirectional communication between the AR System and SPECTRUM (SpectroGRAPH only) Setup required for read-only users (SpectroGRAPH only) Setting up the updatealarm utility (all platforms) What s ahead Chapter 3: Using the AR System Gateway with OneClick Generating a trouble ticket Displaying a trouble ticket Chapter 4: Using the AR System Gateway with SpectroGRAPH Generating trouble tickets in a non-sanm enabled environment Generating trouble tickets in a SANM enabled environment Viewing Trouble Tickets Customizing the trouble ticket form Appendix A: System Messages Start Up Messages Error Messages Operational Messages

4 Appendix B: The AR System Gateway Resource Files Modifying the AR System Gateway Resource Files Preserving parameter changes when reinstalling or upgrading SPECTRUM Appendix C: Upgrading from SPECTRUM Versions Below Migration Instructions Using a Previous Version of the SPECTRUM Trouble Ticket Form Index 81 4 AR System Gateway User Guide

5 Preface The purpose of this guide is to explain the Action Request System Gateway (AR System Gateway) that enables SPECTRUM and Remedy Corporation s Action Request System to exchange data. This document is intended for users responsible for implementing and managing SPECTRUM and the AR System Gateway. This guide assumes that you are familiar with the SPECTRUM OneClick webbased client-server architecture and are thoroughly familiar with how to launch the OneClick client using a web browser. It also assumes that you are familiar with the SpectoGRAPH interface. What is in this book This guide contains the following chapters: Welcome to the AR System Gateway Guide : This chapter provides a conceptual overview of the AR System gateway and how it functions. Enabling Communication Between the SPECTRUM and the AR System : This chapter provides instructions on how to set up the AR System Gateway so that it operates correctly in various network environments. Using the AR System Gateway with OneClick : This chapter provides instructions on how to use the OneClick interface to access trouble tickets generated by the AR System Gateway. Using the AR System Gateway with SpectroGRAPH : This chapter provides instructions on how to access trouble tickets in the SpectroGRAPH environment. It also givens instructions on customizing trouble tickets. System Messages : This appendix defines the system messages that you may encounter when working with the AR System Gateway. The AR System Gateway Resource Files : This appendix explains the parameters in the AR System Gateway resource files. Upgrading from SPECTRUM Versions Below 6.5 : This appendix explains the setup procedures necessary if you are upgrading from a SPECTRUM version below version

6 Document Feedback Please send feedback regarding SPECTRUM documents to the following address: Thank you for helping us improve our documentation. Contacting Concord Communications Contact information for Concord SPECTRUM Business Unit is available at: 6 AR System Gateway User Guide

7 Chapter 1: Welcome to the AR System Gateway Guide 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. How does the AR System Gateway Work? 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 creates a log entry describing each alarm, its probable cause, history, and status. The AR System Gateway links alarm data generated by SPECTRUM to the AR System. When the SPECTRUM sends alarm data through the AR System Gateway, the AR System Gateway generates a trouble ticket, which you use in conjunction with the AR System to assign and manage the network problem until it is resolved. The SPECTRUM alarm data provides a description of the network problem for the trouble ticket. The AR System assigns an ID number to the trouble ticket and the AR System Gateway sends the trouble ticket ID information back to SPECTRUM. SPECTRUM displays the trouble ticket ID in the associated alarm s Trouble Ticket ID field in the SPECTRUM user interface. You can use either the OneClick alarm console or the SpectroGRAPH Alarm Manager as an interface to the AR System Gateway. A matrix describing the functionality available with each interface is shown in the section called Using the AR System Gateway with the SpectroGRAPH and OneClick interfaces. 7

8 Figure 1-1: AR System Gateway Information Flow SPECTRUM Server AR System Gateway AR System SPECTRUM sends alarm to the AR System through the AR System Gateway. The AR System Gateway sends trouble ticket information back to the SPECTRUM server. OneClick Web Server OneClick Client Alarm Console SpectroGRAPH Alarm Manager Alarm and trouble ticket information can be viewed in the OneClick console. Alarm and trouble ticket information can be viewed in the SpectroGRAPH Alarm Manager. Note: The AR System and the SPECTRUM server can be installed on the same machine. 8 AR System Gateway User Guide

9 Using the AR System Gateway with the SpectroGRAPH and OneClick interfaces You can use either the OneClick or the SpectroGRAPH user interface with the AR System Gateway. Depending on the interface you choose, some or all of the following functions are supported: Manually generate a trouble ticket: You can select an alarm and submit the alarm to the AR System Gateway to generate a trouble ticket. Automatically generate a trouble ticket: The AR System Gateway can be set up to monitor all SPECTRUM alarms and automatically generate trouble tickets based on these alarms. Viewing a trouble ticket: Once the AR System Gateway generates a trouble ticket, you can view all of the information sent about the SPECTRUM alarm on the trouble ticket form. Bidirectional communication: The AR System Gateway has bidirectional functionality to allow two-way communication between SPECTRUM and the AR System. When you enable this functionality, the AR System Gateway 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 the AR System, the associated alarm in SPECTRUM is cleared. Filtering alarms that go to the AR System Gateway: Filtering options enable SPECTRUM to filter alarms on various criteria so that the AR System Gateway generates trouble tickets only when the alarm meets the defined filtering criteria. Filtering alarms with SANM: SPECTRUM s Alarm Notification Manager (SANM) provides an advanced level of filtering for alarms. You can use this advanced filtering to limit the alarms that are sent to the AR System Gateway. Send additional alarm data from SPECTRUM: You can edit the data sent from SPECTRUM to the AR System. Using the ARUser client tool you can edit the fields on the trouble ticket form so that new data sent from SPECTRUM can be displayed. The following matrix illustrates the different features that each interface supports. Chapter 3 discusses using the AR System Gateway with OneClick and Chapter 4 discusses using the AR System Gateway with the SpectroGRAPH (see Using the AR System Gateway with OneClick on page 35 and Using the AR System Gateway with SpectroGRAPH on page 41). Table 1-1: OneClick and SpectroGRAPH Functionality Task OneClick Interface SpectroGRAPH Interface Manually generate a trouble ticket Supported Supported Automatically generate a trouble ticket Not Supported Supported View a trouble ticket Supported Supported Bidirectional communication Not Supported Supported Filter alarms that go to the AR System Gateway Not Supported Supported Filter alarms with SANM Not Supported Supported Send additional alarm data from SPECTRUM Not Supported Supported AR System Gateway User Guide 9

10 Compatibility Information The following table shows the version compatibility between Remedy s AR System and SPECTRUM. Review this table to be sure that you are using versions of SPECTRUM and the AR System that are compatible. Table 1-2: Version Compatibility SPECTRUM Interface AR System Server and AR User Utility version 4.5 AR System Server and AR User Utility version 5.x AR System Server and AR User Utility version 6.0 SPECTRUM with the OneClick interface Not Compatible Not Compatible Compatible with SPECTRUM and OneClick version 7.1 SP3 and above SPECTRUM with the SpectroGRAPH interface Compatible with SPECTRUM and SpectroGRAPH version and above Compatible with SPECTRUM and SpectroGRAPH version 6.6 SP3 and above Compatible with SPECTRUM and SpectroGRAPH version 6.6 SP3 and above What s ahead The intent of this guide is to enable you to setup and use SPECTRUM s AR System Gateway with either the OneClick or the SpectroGRAPH user interface. The chapters in this book discuss the necessary setup tasks and the features of each user interface. Next Enabling Communication Between the SPECTRUM and the AR System on page 13: This chapter enables you to set up communication between the SPECTRUM and the AR System. There are several mandatory setup procedures that you must complete and there are several optional setup procedures that you should review to see if they are suitable for your network environment. Later After you have set up the appropriate communication between your SPECTRUM server and the AR System, you are ready to learn how to manage trouble tickets through the AR System Gateway. The following chapters define how to display and manage the information provided by the AR System Gateway: Using the AR System Gateway with OneClick on page 35:This chapter explains how to use the AR System Gateway when you are using the OneClick interface. Using the AR System Gateway with SpectroGRAPH on page 41: This chapter explains how to use the AR System Gateway when you are using the SpectroGRAPH interface. 10 AR System Gateway User Guide

11 Commonly used terms Table 1-3 describes terminology used throughout this book: Table 1-3: Terminology Term SPECTRUM Alarm Notification Manager (SANM) Trouble ticket processd.manualrc.arsgrc Remedy Administrator Tool (ARAdmin) Remedy User Tool (ARUser) Definition This is an add on application that can be purchased to run in the SpectroGRAPH environment. When used with the AR System Gateway, it provides an advanced level of alarm filtering. The notification mechanism used by the AR System to assign outstanding problems to network trouble shooters. A SPECTRUM process which runs in the backround on the SpectroSERVER and controls SPECTRUM applications that can be launched automatically with the SpectroSERVER. The resource file the AR System uses when you are manually submitting trouble tickets. The resource file the AR System uses when you automatically submit trouble tickets. The Remedy Administrator program used with the AR System to make adminsitrative changes to how the AR System functions. Complete documentation on this tool can be found in the Remedy Corporation s AR system documentation. The Remedy User program used with the AR System to make user-level changes to how the AR System functions. Complete documentation on this tool can be found in the Remedy Corporation s AR system documentation. AR System Gateway User Guide 11

12 12 AR System Gateway User Guide

13 Chapter 2: Enabling Communication Between the SPECTRUM and the AR System Before you can begin using the AR System Gateway, you must complete several setup tasks to ensure that the AR System and SPECTRUM can communicate properly in your network environment. This chapter explains the following setup tasks: Mandatory setup tasks for all installations Mandatory setup for OneClick installations Additional setup required if the AR System server and the SpectroSERVER are on two different machines Setup required when operating the AR System Gateway through a firewall Setup required for bidirectional communication between the AR System and SPECTRUM (SpectroGRAPH only) Setup required for read-only users (SpectroGRAPH only) Setting up the updatealarm utility (all platforms) Mandatory setup tasks for all installations The tasks explained in this section are mandatory for all installations of the AR System Gateway. They include: Confirming that SPECTRUM and the AR System can communicate Importing a trouble ticket form Syncing up the AR System Gateway configuration Confirming the settings to display a trouble ticket Once you have completed these tasks, you can move on to any of the optional setup tasks that are necessary for your environment. 13

14 Confirming that SPECTRUM and the AR System can communicate Prior to starting the setup process, you need to ensure that the AR System Gateway options are accessible in either OneClick or SpectroGRAPH. OneClick If the AR System Gateway has been correctly installed, the following option should be available from the OneClick alarm console: The Submit Remedy Trouble Ticket option in the Right Click menu for an alarm. Procedure To confirm the Submit Remedy Trouble Ticket option is accessible from the OneClick Alarm console: 1. In the Contents panel of the OneClick alarm console, choose an alarm by clicking once on the alarm to highlight it. 2. Once you have the alarm highlighted, right click to bring up the menu options for the alarm. 3. Verify that the Submit Remedy Trouble Ticket option is available on the Right Click menu. Troubleshooting If the Submit Remedy Trouble Ticket option not available, you do not have the Remedy option installed with OneClick. If you see the Submit Remedy Trouble Ticket option, but it is not enabled, you must check your server configuration (see Mandatory setup for OneClick installations on page 24). 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. Show Remedy TT and Submit Remedy TT options in the Model menu of the Alarm Manager window. Procedure 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 AR System Gateway, the Alarm Filtering window appears. This confirms the option is accessible. For the SANM-enabled AR System Gateway, the Policy Administrator window appears. This confirms the option is accessible. 3. Close the window. 14 AR System Gateway User Guide

15 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. Troubleshooting If the Submit Remedy TT option or the Show Remedy TT option is not available, you must run the ars_config.pl script. For instructions on doing this see Syncing up the AR System Gateway configuration on page 18. Additionally, the Remedy AR User program must be installed for the Show Remedy TT option to be available. For instructions on installing AR User, refer to the Remedy documentation. Importing a trouble ticket form In order for you to view the alarm information sent from SPECTRUM, the AR System needs a trouble ticket form in which to display the information. To make this trouble ticket form available, you must import either the default form provided by the AR System Gateway or a trouble ticket form you have created (see Customizing the trouble ticket form on page 49). Following are instructions for importing the default trouble ticket form provided by the AR System Gateway. Windows 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 AR System Gateway 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. AR System Gateway User Guide 15

16 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. 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. When selecting files to be imported, note that: The 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 (bidirectional functionality is available only for SpectroGRAPH). If the Active Links are not imported, you must remove the Show Similar Tickets and Show All Tickets buttons from the SPECTRUM Trouble Ticket form using the Remedy Administrator tool (ARAdmin). See the Remedy AR System documentation for instructions on removing this button. 11. Click Import. 12. Click OK when the information box stating Import Complete appears. 13. Close the Import Definitions window. 14. Click File>Exit to exit from the Remedy Administrator. 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 AR System Gateway directory <$SPECROOT>/ars_gateway. 4. Click on SpectrumForm in the files list and then click OK. 5. Click Add All>> to import all the available files. This includes the default trouble ticket form, the ClearTicketFilter, and the Active Link SimilarTickets. 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. When selecting files to be imported, note that: The SPECTRUM Trouble Ticket Form (or a new or modified form) must be imported. The ClearTicketFilter and Active Links enable optional features available only in the SpectroGRAPH environment. The ClearTicketFilter is used when bidirectional functionality is enabled. It clears the SPECTRUM alarm when the corresponding trouble ticket is closed on the AR System. The Active Links feature enables you to display all or similar trouble tickets when you are viewing a particular trouble ticket. Note: If the Active Links are not imported, you must remove the Show Similar Tickets and Show All Tickets buttons from the SPECTRUM Trouble Ticket form using the Remedy Administrator tool (ARAdmin). See the Remedy AR System documentation for instructions on removing this button. 16 AR System Gateway User Guide

17 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. Setup for Active Links If you have chosen to import Active Links when importing the default trouble ticket form, you must move the FindSimilarTickets.arq file and the ShowAllTickets.arq to the correct directory. Windows Procedure for moving the FindSimilarTickets.arq file 1. Log onto the system as the Administrator. If the AR System 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 Syncing up the AR System Gateway configuration on page 18 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 for moving the FindSimilarTickets.arq file 1. Log in as root. If the AR System 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 Syncing up the AR System Gateway configuration on page 18 for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the FindSimilarTickets.arq file. 4. If the directory /arhome/arcmds does not exist, create it. Place a copy of the FindSimilarTickets.arq file into the directory /arhome/arcmds. Windows Procedure for moving the ShowAllTickets.arq file 1. Log onto the system as the Administrator. If the AR System server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the ShowAllTickets.arq file. See Syncing up the AR System Gateway configuration on page 18 for more information. 2. Navigate to the <$SPECROOT>/ars_gateway directory. 3. Copy the ShowAllTickets.arq file. AR System Gateway User Guide 17

18 4. Navigate to the <$REMEDY_PATH>/Home/ARCmds directory. 5. Place a copy of the ShowAllTickets.arq file into that directory. Solaris Procedure for moving the ShowAllTickets.arq file 1. Log in as root. If the AR System server is not installed on the same system that SPECTRUM is installed on, then ars_config.pl must be run prior to moving the ShowAllTickets.arq file. See Syncing up the AR System Gateway configuration on page 18 for more information. 2. Navigate to the <$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. Syncing up the AR System Gateway configuration The ars_config.pl script is used to reconfigure the AR System Gateway with the correct information. It must be run in the following circumstances: Prior to running the AR System Gateway for the first time. When the AR System 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. When the ars_config.pl script is run, it performs the following reconfigurations based on the values that you select: It moves the ARSGD.idb file into the processd startup list. Processd is a SPECTRUM application, which controls the processes the SPECTRUM server runs. The ARSGD.idb file allows processd to control the AR System Gateway and start it automatically when the SPECTRUM server is started. During installation, the AR System Gateway install sets the AR Server name as the hostname of the system on which the software is being installed and the AR System installation directory as /usr/ar on Solaris or c:\\program Files\\Remedy in the Windows environment. If these defaults are not correct, running ars_config.pl enables you to set the correct path and AR Server name. If you must change the name of the AR Server name, the.arsgrc,.manualrc, showtt.arq, ShowAllTickets.arq, and FindSimilarTickets.arq files must be modified, and the ARSGD.idb file must be moved. If the AR System installation directory changes, the ShowTroubleTickets file must be modified. Running ars_config.pl enables you to make these changes as appropriate. 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. 18 AR System Gateway User Guide

19 Note: Only a user with root permissions should run ars_config.pl script. A root user has the permissions necessary to modify the files listed in the bullet points above. If a user without root permissions attempts to run ars_config.pl, the update fails and an error message displays stating that the ARSGD.idb file cannot be moved. If this occurs, a user with the appropriate permissions must manually move the ARSGD.idb file, the ShowAllTickets.arq file and the FindSimilarTickets.arq file to the appropriate directories. Procedure Follow the steps below to run ars_config.pl to reconfigure the AR System Gateway. 1. Open a terminal window. 2. Stop the AR System Gateway (.arsgated.pl). See Stopping Automatic Trouble Ticket Generation on page 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 appear and the following prompt appears: Which AR System Gateway settings would you like to change?. (See Figure 2-1) Figure 2-1: ars_config - Display of Current Settings 5. Type the number for the AR System Gateway setting that will be changed and press Enter. Each setting is described below. Remedy Settings: The Remedy Client Tools path is the path to the Remedy ARUser and ARAdmin tools. AR System Gateway User Guide 19

20 ARS Gateway AutoStart controls whether or not SPECTRUM s processd will be used to start AR System Gateway. If you select Y for this option, processd will automatically start the AR System Gateway when you start the SpectroSERVER. In the SpectroGRAPH environment, this also enables automatic trouble ticket generation. The default value for this option is N. Manual Submission Settings: These settings apply to trouble tickets that are submitted manually through the AR System Gateway to the Remedy AR System. The Server name is the AR System Server where the trouble ticket will be submitted. The Password is the password for the login used for the AR System (for more information about the login name and password, see the REMEDY_LOGIN_NAME and REMEDY_PASSWORD parameters defined in The AR System Gateway Resource Files on page 63). Automatic Submission Settings: These settings apply to trouble tickets that SPECTRUM submits automatically through the AR System Gateway to the Remedy AR System. (This functionality is available only for the SpectroGRAPH.) The Server name is the AR System server where the trouble ticket will be submitted. The Password is the password for the login used for the AR System (for more information about the login name and password, see the REMEDY_LOGIN_NAME and REMEDY_PASSWORD parameters defined in The AR System Gateway Resource Files on page 63). The landscape handle specifies the landscape handle of the SpectroSERVER. You can enter this value either hexadecimal or decimal format. SANM Debug Options: These options enable you to set the trace level, trace output filename, and trace output file size. See the -tl, -tn, and -ts options in Table 2-1 for more information. 6. Follow the prompts to modify the individual settings. Note: The settings for the Resource File, Application, and Server require an entry. If you leave these entries blank, ars_config.pl prompts you to specify the required information. 7. When finished making changes, type 0 and press Enter at the sub-menu level. 8. Select the additional AR System Gateway settings to be changed. 9. When finished making changes, type 0 and press Enter at the main-menu level to exit ars_config.pl. 10. If you are working in the SpectroGRAPH environment and any settings have been changed, you must stop and restart automatic trouble ticket generation in order for these changes to take effect. See the sections on Stopping Automatic Trouble Ticket Generation and Manually Starting Automatic Trouble Ticket Generation below 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 <$SPECROOT>/ ars_gateway directory. It does not modify the copies of these files that were previously placed in the Windows <$REMEDY_PATH>/Home/ARCmds directory or the Solaris /arhome/arcmds directory. 11. If you are working in the SpectroGRAPH environment and have enabled Active Links, copy the FindSimilarTickets.arq and ShowAllTickets.arq files to the required directories. See Setup for Active Links on page 17 for instructions. 20 AR System Gateway User Guide

21 Important: Once ars_config.pl has been run, the Remedy AR Server name must be added to the list of available servers. See the Remedy AR System documentation for additional information.when you run ars_config.pl, the AR System Gateway displays its current settings. You can then choose to make changes as necessary. A sample of the initial screen is shown in Figure 2-1. Stopping Automatic Trouble Ticket Generation Windows If you have been working with the AR System and have had the Remedy setting ARS Gateway AutoStart enabled before your most recent modification using ars_config.pl, use the following procedure to stop automatic trouble ticket generation. 1. Click Start and select Run. 2. Type Bash -login in the Open field, then click OK. 3. Navigate to the <$SPECROOT>/lib/SDPM directory. 4. At the system prompt type ps and press Enter. 5. Locate the PID to terminate the automatic trouble ticket generation. There will be numbers in the columns labeled PID, PPID, and PGID. The process you are looking for will display as <PID> <PPID> <PGID>.../opt/SPECTRUM/bin/perl. You must kill this process to terminate automatic trouble ticket generation. 6. At the system prompt type kill -9 <PID> <PPID> <PGID> and press Enter. This stops the application and prevents processd from restarting it automatically. If this is your first time running ars_config.pl or if you have had the Remedy setting ARS Gateway AutoStart disabled before your most recent modification using ars_config.pl, use the following procedure to stop automatic trouble ticket generation: 1. Click in the arsgated terminal window to make it the active window. 2. Press Ctrl-C to end the task. Solaris If you have been working with the AR System and have had the Remedy setting ARS Gateway AutoStart enabled before your most recent modification using ars_config.pl, use the following procedure to stop automatic trouble ticket generation. 1. Open a Bash shell window. 2. At the system prompt type ps and press Enter. Locate the PID for the desired arsgated.pl application. 3. At the system prompt navigate to the <$SPECROOT>/bin directory, type cmdc <hostname> 2 <PID> and press Enter. This stops the application and prevents processd from restarting it automatically. If this is your first time running ars_config.pl or if you have had the Remedy setting ARS Gateway AutoStart disabled before your most recent modification using ars_config.pl, use the following procedure to stop automatic trouble ticket generation: AR System Gateway User Guide 21

22 1. If arsgated.pl is running in the foreground, click in the arsgated terminal window to make it active. 2. Press Ctrl-C to end the task. or 1. If arsgated.pl is running in the background, at the system prompt type: ps and press Enter. Locate the PID for the desired arsgated.pl application. 2. At the system prompt type kill -2 <PID> and press Enter. Manually Starting Automatic Trouble Ticket Generation Instances of the AR System Gateway may be launched manually using the arsgated.pl command. A list of the command options and their descriptions are given in Table 2-1. 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>]] For descriptions of the options for the arsgated.pl command see the table below.] Table 2-1: arsgated.pl command options Command Option Description -p This option allows the user to specify a password other than that in the resource file. If a password is required and not specified on the command line with the -p option or in the resource file, the user will be prompted for the password. -r This option allows the user to specify a resource file other than the default resource file (.arsgrc or.manualrc). -n This option allows the user to override the APPLICATION parameter in the resource file and specify a unique name for each instance of the AR System Gateway process, such as AR System Gateway1 or AR System Gateway2. This enables the user to launch multiple instances of the AR System Gateway process and to execute unique policies with each instance of the process. If a value has not been assigned to the APPLICATION parameter, the user must use the -n option at startup. This option is available only with SANM. 22 AR System Gateway User Guide

23 Table 2-1: arsgated.pl command options Command Option -tl -tn -ts Description This option allows the user to turn on tracing at the specified level either summary or details. This helps the user debug SANM policies by creating a summary or detailed trace for these policies. A summary trace file contains a list of the alarms that were sent to the application. A detailed trace file contains both a description of the alarms that occurred and the reasons why each alarm passed or failed the current alarm notification policy. This trace option is available only with SANM. This option (available only when used with the -tl option) allows the user to specify the name of the trace file. The AR System Gateway process creates the trace file in the trace subdirectory and gives the trace file a name consisting of the application name with the date appended to it (AR_System_Gateway_022800, for example) unless the user specifies the trace file name with the -tn option. This trace option is available only with SANM. This option (available only when used with the -tl option) allows the user to specify the number of lines in the trace file. The application writes this number of lines to the file and then wraps around to the beginning of the file. Entries are numbered sequentially and there is an END OF TRACE line after the last entry in the file. The default number of lines is 10,000. This trace option is available only with SANM. Confirming the settings to display a trouble ticket If you are working in the SpectroGRAPH environment, the Remedy application called AR User must be installed on the machine displaying the trouble tickets. For instructions on installing the AR User application, refer to the Remedy AR System documentation. In addition, if you are working in the Windows environment using either SpectroGRAPH or OneClick the Windows Scripting Host executable (wscript.exe) must be available on your machine in order for trouble tickets to be displayed. This executable is installed by default on all Windows 98, 2000, and XP machines. If your machine does not have this executable, see your system admistrator to have this executable reinstalled. AR System Gateway User Guide 23

24 Mandatory setup for OneClick installations In order for OneClick s web server to communicate with the AR system server, you must customize the ars-server-config.xml file located on the OneClick web server. The steps below outline how to make the necessary customization. 1. On the machine running the OneClick web server, locate the <Install>/SPECTRUM/WebApps/ tomcat/webapps/spectrum/webinf/ars/config/ars-server-config.xml file. 2. Make a copy of this file and paste it into the <Install>/WebApps/custom/ars/config folder. Make sure to name the copied file ar-server-config.xml. Note that if the ars folder and/or the config folder do not yet exist, you must create them. 3. Open the copied file with a text editor. A file similar to the one shown in Figure 2-2 displays. Figure 2-2: ar-server-config.xml <?xml version="1.0" encoding="utf-8"?> <!-- ############################################################################### # # SPECTRUM Business Unit # Concord Communications Incorporated # 273 Corporate Drive # Portsmouth, NH # Copyright (c) 2005 Concord Communications, Inc. # All rights reserved. # # IN NO EVENT SHALL CONCORD COMMUNICATIONS INCORPORATED 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 SOFTWARE, EVEN IF CONCORD COMMUNICATIONS # INCORPORATED HAS BEEN ADVISED OF, KNOWN, OR SHOULD HAVE KNOWN, THE # POSSIBILITY OF SUCH DAMAGES. # ############################################################################### --> <!-- This file is a configuration for the Action Request System. Please copy to: $INSTALL/WebApps/custom/ars/config before modifying it. --> <ars-server-config> <ars-server-name></ars-server-name> <login-name></login-name> <login-password></login-password> <form-name>spectrum Trouble Ticket</form-name> </ars-server-config> 4. Insert the AR System server name between the beginning and ending <ars-server-name> tags. For example, if the server name was myarsserver, you would insert the name as follows: <ars-server-name>myarserver</ars-server-name> 24 AR System Gateway User Guide

25 5. Insert a valid user name for the AR System server between the beginning and ending <loginname> tags. Note that this user name must have administrator privileges. For example, if the user name was bsmith, you would insert the name as follows: <login-name>bsmith</login-name> 6. Insert the password for the user name between the beginning and ending <login-password> tags. For example, if the password was hickory, you would it as follows: <login-password>hickory</login-password> 7. Save and close the modified <Install>/WebApps/custom/ars/config/ars-serverconfig.xml file. Configuring user permissions To manually generate a trouble ticket, you must have the Set Alarm Trouble Ticket privilege enabled for your OneClick user ID. For information on configuring user permissions, see the User Administration chapter in the OneClick Administration (5166) guide. AR System Gateway User Guide 25

26 Additional setup required if the AR System server and the SpectroSERVER are on two different machines If the AR System server is installed on a system that does not also have a SPECTRUM installation, the tasks below must be completed. Configuring the.localregfile to ensure that the servers can find each other If the AR System 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 points the AR System server to the system where SPECTRUM resides. Procedure 1. Navigate to the <$SPECROOT> directory on the SPECTRUM installed machine. 2. Copy the.localregfile 3. Navigate to the AR System 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. Configuring the SPECTRUM server s host security (SpectroGRAPH only) 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 AR System Gateway is running, the AR Server machine, and the AR Administrator machine all have to be in the access list. You can add the names using the SPECTRUM Control Panel s Host Security option. Procedure 1. Log on to the SPECTRUM machine where the AR System Gateway 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. 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. 26 AR System Gateway User Guide

27 Updating the user list for the SPECTRUM server (SpectroGRAPH only) 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. Procedure 1. Log on to the SPECTRUM machine where the AR System Gateway 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 when operating the AR System Gateway through a firewall To enable communication between the AR System 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 for bidirectional communication between the AR System and SPECTRUM (SpectroGRAPH only) The bidirectional functionality of the AR System Gateway is optional and only available when you are working in the SpectroGRAPH environment. This functionality allows two-way communication between SPECTRUM and the Remedy AR System. This two-way communication provides the following features: The AR System Gateway places trouble ticket IDs generated by the Remedy AR System in the associated alarm s Trouble Ticket tab in SPECTRUM s Alarm Manager. When the a user closes a trouble ticket in the Remedy AR System, the AR System clears the associated SPECTRUM alarm. Prerequisites required if the AR System and SPECTRUM are installed on two different machines Set Up the Clearticket Executable File If the AR System 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 on the AR System. Procedure 1. Navigate to the <$SPECROOT>/ars_gateway directory on the SPECTRUM installed machine. AR System Gateway User Guide 27

28 2. Copy the clearticket executable file. 3. Navigate to the AR System 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 AR System installation directory. Set Up the AssignTicket Executable File If the AR System 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 AR System user changes the value of the Assigned-To field on the SPECTRUM Trouble Ticket form. Procedure 1. Navigate to the <$SPECROOT>/ars_gateway directory on the SPECTRUM installed machine. 2. Copy the assignticket executable file. 3. Navigate to the AR System 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 AR System installation directory. Set Up the SPECROOT Environment Variable If the AR System 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 AR System installation directory where the.localregfile and clearticket files were copied. The.LocalRegFile and the SPECROOT variable are used to point the AR System 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 on the AR System. Windows 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. 8. Click Set. 28 AR System Gateway User Guide

29 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=<ARSystem_installation_directory>. 3. Set this variable for the user that will be running AR Server. Create a SPECTRUM user for the AR System login To enable bidirectional functionality, the user set up to log into the AR System (defined by the REMEDY_LOGIN_NAME parameter, see The AR System Gateway Resource Files on page 63 for information on this 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. Procedure 1. Access SPECTRUM s User Editor. 2. Create a user model for the user specified by the.arsgrc file s REMEDY_LOGIN_NAME parameter. 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. Enable SPECTRUM alarms to be cleared when a Trouble Ticket is closed The ClearTicketFilter is used by SPECTRUM to automatically clear the related SPECTRUM alarm when a trouble ticket is closed on the AR System. Once the ClearTicketFilter has been imported into the Remedy Administrator, the path needs to be modified with the location of the clearticket executable. Windows Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See The AR System Gateway Resource Files on page 63 for more information on resource file parameters.) 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. AR System Gateway User Guide 29

30 5. Double-click on the ClearTicketFilter. 6. Click on the If Action tab. 7. The initial path is shown as follows: 8. $SPECROOT\ars_gateway\clearticket -mh $Landscape$ -ai $Alarm ID$ -su $Submitter$ 9. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: C:\\win32app\\Spectrum. 10. Click File > Save. If the changes are not saved, the AR System will prompt the user to save the changes. 11. 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 The AR System Gateway Resource Files on page 63 for more information on resource file parameters.) 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 AR System Gateway is operating. When a trouble ticket is closed and the alarm cleared: MM/DD/YY hh:mm:ss: Successfully cleared alarm: ### on SPECTRUM Landscape: 0x######## When a trouble 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######## 30 AR System Gateway User Guide

31 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######## Enable the alarm Trouble Ticket ID to be updated SPECTRUM uses the AssignTicket Filter to update an alarm s trouble ticket ID field with the assignee s name if an AR System user changes the value of the Assigned-To field on the 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. Windows Procedure 1. Access Remedy Administrator using the username defined by the REMEDY_LOGIN_NAME parameter and password defined by the REMEDY_PASSWORD parameter (See The AR System Gateway Resource Files on page 63 for more information on resource file parameters.) 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 AssignTicket filter. 6. Click on the If Action tab. 7. The initial path is shown as follows: 8. $SPECROOT/ars_gateway/assignticket $Model Handle$ $Alarm ID$ "$Assigned-To$" $Submitter$ 9. Modify the $SPECROOT portion of the path to reflect the actual pathname for the ars_gateway directory. For example: C:\\win32app\\Spectrum. 10. Click File > Save. 11. If the changes are not saved, the AR System will prompt the user to save the changes. 12. 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 The AR System Gateway Resource Files on page 63 for more information on resource file parameters.) 2. Click Category > Filters. AR System Gateway User Guide 31

32 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. 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 AR System Gateway 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) 32 AR System Gateway User Guide

33 Setup required for read-only users (SpectroGRAPH only) To enable Read-Only users to operate the AR System Gateway, 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 AR System Gateway. 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. Setting up the updatealarm utility (all platforms) The updatealarm utitlity enables Remedy users to update attributes for SPECTRUM alarms from the corresponding trouble ticket in Remedy. For example, the utility enables a user to acknowledge an alarm in SPECTRUM from the Remedy troubleticket. This section describes how to set up the utility on the Remedy server. Prerequisite A filter must be created in Remedy that allows execution of the utility and specifies which actions (i.e., modifications) it can perform. Set up the filter with these parameters to enable it to execute the utility: updatealarm.exe <model handle> <alarm id> <attr id> <attr value> [username] Where: <model handle> is the model handle of the model the model the alarm exists on. <alarm id> is the alarm id <attr id> is the attribute id of the attribute you wish to set <attr value> The value to write to <attr id> [username] Optional username to connect to the SpectroSERVER as. The default would be the same user the arserver is running as. Procedure 1. Navigate to the <$SPECROOT>/ars_gateway directory on the SPECTRUM installed machine. 2. Copy the updatealarm executable file. AR System Gateway User Guide 33

34 3. Navigate to the AR System installation directory on the AR Server machine and place the copy of the updatealarm executable into that directory (along with assignticket and clearticket). 4. Set the owner of the updatealarm executable to the name of the owner of the other files in the AR System installation directory. What s ahead Now that you have set up the communication between SPECTRUM and the AR System, you are ready to begin using the AR System Gateway. You can use either the SpectroGRAPH or the OneClick interface. The following chapters define how to display and manage the information provided by the AR System Gateway via each of these interfaces: Using the AR System Gateway with OneClick on page 35:This chapter explains how to use the AR System Gateway when you are using the OneClick interface. Using the AR System Gateway with SpectroGRAPH on page 41: This chapter explains how to use the AR System Gateway when you are using the SpectroGRAPH interface. 34 AR System Gateway User Guide

35 Chapter 3: Using the AR System Gateway with OneClick You can use the OneClick interface to work with SPECTRUM s AR System Gateway. In the OneClick environment you can manually generate and view trouble tickets. Figure 3-1 shows a sample of how your network environment can be set up to use the AR System Gateway. In this illustration, SPECTRUM, the AR System, and the OneClick servers are installed on different machines. The OneClick client is also installed on a separate machine. Depending on your performance needs, it is also possible to install the AR System and SPECTRUM on the same server machine. Bidirectional communication between SPECTRUM and the AR System is not supported in the OneClick environment at this time. The following sections walk you through how to generate and view trouble tickets. Figure 3-1: OneClick and the AR System Gateway SPECTRUM Server AR System Gateway AR System OneClick Web Server OneClick Client Alarm Console Alarm and trouble ticket information can be viewed in the OneClick console. 35

36 Generating a trouble ticket You can generate a trouble ticket for any alarm that SPECTRUM has generated. The following steps explain how to do this. Note: All trouble tickets are created manually in the OneClick environment. Only SpectroGRAPH supports automatic trouble ticket generation. 1. In the Contents panel of the OneClick alarm console, choose the alarm you want to generate a trouble ticket for by clicking once on the alarm to highlight it as shown in Figure 3-2. OneClick displays the information for the selected alarm in the Component Detail panel. Figure 3-2: Choose the alarm Select the alarm 2. Once you have highlighted appropriate alarm, right click to bring up the menu options for the alarm. 3. Choose the Submit Remedy Trouble Ticket option from the menu as shown in Figure AR System Gateway User Guide

37 Figure 3-3: Submit Remedy trouble ticket Choose Submit Remedy Trouble Ticket 4. As shown in Figure 3-4, OneClick generates a dialog box which shows you the AR System server name, the unique trouble ticket ID given to this trouble ticket by the AR System server, and the date and time that you submitted this trouble ticket. You can also see this information displayed in the Trouble Ticket ID field in the alarm s Component details panel. AR System Gateway User Guide 37

38 Figure 3-4: Trouble ticket dialog Trouble ticket information is displayed in the dialog and in the Trouble Ticket ID field. Displaying a trouble ticket Once you have created a trouble ticket for an alarm, you can display that trouble ticket at any time. To display a trouble ticket: 1. In the Contents panel of the OneClick alarm console, choose the alarm for which you want to view the trouble ticket by clicking once on the alarm to highlight it. 2. Once you have the appropriate alarm highlighted, right click to bring up the menu options for the alarm. 3. If a trouble ticket has been created for this alarm, OneClick displays a menu option to show the trouble ticket as shown in Figure 3-5. Select this menu option. 38 AR System Gateway User Guide

39 Figure 3-5: Show Remedy Trouble Ticket Click Show Remedy Trouble Ticket OneClick displays the trouble ticket as shown in Figure 3-6. This trouble ticket is read only. It shows all of the information passed from SPECTRUM through the AR System Gateway to the AR System server. Figure 3-6: Remedy trouble ticket AR System Gateway User Guide 39

40 40 AR System Gateway User Guide

41 Chapter 4: Using the AR System Gateway with SpectroGRAPH You can use the SpectroGRAPH interface to work with SPECTRUM s AR System Gateway. In the SpectroGRAPH environment, you can choose to manually or automatically generate trouble tickets. You can also define filtering options, which enable alarms to be filtered on various criteria so that the AR System Gateway generates trouble tickets only when the alarm meets the defined filtering criteria. If you have SANM installed, you have access to additional, more complex filtering options. Once the AR System Gateway generates a trouble ticket, you can view the trouble ticket in the SpectroGRAPH Alarm Manager. In order to tailor the AR System Gateway to suit your own network management needs, you can customize the data the AR System sends to the trouble ticket form. You can also customize the fields available on the trouble ticket form. The following sections describe how to generate trouble tickets, view trouble tickets, set up filter options, and how to customize the AR System Gateway to suit your needs. Figure 4-1 shows a sample of how your network environment can be set up to the AR System Gateway. In this illustration, SPECTRUM, the AR System, and SpectroGRAPH are installed on different machines. Depending on your performance needs, it is also possible to install the AR System and SPECTRUM on the same server machine. 41

42 Figure 4-1: AR System Gateway and SpectroGRAPH SPECTRUM Server AR System Gateway AR System SPECTRUM sends alarm to the AR System through the AR System Gateway. The AR System Gateway sends trouble ticket information back to the SPECTRUM server. SpectroGRAPH Alarm Manager Alarm and trouble ticket information can be viewed in the SpectroGRAPH Alarm Manager. Note: The AR System and the SPECTRUM server can be installed on the same machine. Generating trouble tickets in a non-sanm enabled environment In the SpectroGRAPH environment, you have the option of either manually or automatically generating trouble tickets. If you choose to automatically generate trouble tickets, you may want to configure some alarm filtering criteria to indicate which alarms should automatically generate a trouble ticket. The following sections explain how to configure automatic trouble ticket generation and alarm filtering and also how to manually submit an alarm. Note: If you have purchased and installed SPECTRUM s SANM option, there are special considerations for setting up trouble ticket generation and alarm filtering. Refer to the section on Generating trouble tickets in a SANM enabled environment on page 47 and the SPECTRUM Alarm Notification Manager (SANM) User Guide for complete instructions. 42 AR System Gateway User Guide

43 Automatically generating trouble tickets Depending on the configuration options you chose when you performed the mandatory setup tasks outlined in chapter 2, you may have configured AR System Gateway Automatic Trouble Ticket Generator to be automatically started by SPECTRUM s Process Control program, processd. This functionality is enabled using the ARS Gateway AutoStart parameter which can be set using the ars_config tool. If you set the AutoStart parameter to Y, automatic trouble ticket generation is enabled. For instructions on changing the value of the AutoStart parameter to enable automatic trouble ticket generation, see Syncing up the AR System Gateway configuration on page 18. Alarm filtering By default, the AR System Gateway uses a filter which allows all SPECTRUM alarms to be sent to AR System Gateway. The AR System Gateway generates a trouble ticket for each alarm that it receives. If there are many alarms on your network, the number of trouble tickets that the AR System generates may need to be limited. For this reason, you may want to create filters which limit the alarms sent to the AR System Gateway. If you have not purchased an installed SPECTRUM s SANM option, you have access to the AR System Gateway s base-level filtering options. If you have purchased and installed SPECTRUM s SANM option, you have access to advanced level filtering. Refer to the section on Generating trouble tickets in a SANM enabled environment on page 47 for complete instructions. Adding or Editing a Base-Level Filter To access alarm filtering, choose the AR System Filtering option from the Tools menu in the SpectroGRAPH. This option brings you to the Alarm Filtering window which enables you to configure the AR System Gateway s base-level filtering. Note: If Alarm Filtering is invoked while the filter is already running, a popup window appears displaying the message, AR System Gateway Filter is already running! and the Alarm Filtering window will not display. If however, the Alarm Filtering is not running on the system (it may have shut down improperly), to fix the problem, first remove the <$SPECROOT>/ ars_gateway/filterc.lock file, then re-invoke Alarm Filtering. The Alarm Filtering window will then display. 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 you have just installed the AR System Gateway and have not yet created any filters, the filter field in the Alarm Filtering window contains the default filter all:all:all:all:0. AR System Gateway User Guide 43

44 Figure 4-2: Alarm Filtering Window The Alarm Filtering window contains the buttons and menu options as shown in Table 4-1. Table 4-1: Alarm filtering window options Add Edit Delete Set/Exit Edit Click on the Add button/option to create a new filter entry. Enter the criteria values in the fields in the Add Entry window. Click on the Edit button/option to edit the highlighted entry. Make the desired changes in the Edit Entry window. Click on the Delete button/option to delete the highlighted entry. Click on the Set/Exit button/option to register the new entry with the arsgated and exit the window. Click on the Edit button/option to edit the highlighted entry. Make the desired changes in the Edit Entry window. Procedure: Adding a Filter Entry in the Base-Level AR System Gateway 1. From the Alarm filtering window, click the Add button. 2. The Add Entry window appears. 3. Enter the appropriate information in the filter criteria fields (Model Name, Condition, Cause ID, Model Type, Alarm Age). If a field is left blank, the entry reverts to its default. Table 4-2: AR System Gateway filter fields and expected values Field Name Model Name Condition Cause ID Expected Value Must be entered exactly as it appears in SpectroGRAPH. Severity criteria options are CRITICAL, MAJOR, MINOR, INITIAL, MAINTENANCE, SUPPRESSED, and all. Only one of the criteria values listed may be entered in the Condition field for a filter. If more than one is required, a separate filter entry will need to be created for each additional criteria value. Must be a hexadecimal value. Eliminate any leading zeros. 44 AR System Gateway User Guide