RTC ITSM Integration Framework

Transcription

1 RTC ITSM Integration Framework Synchronize data between RTC and IT Service Management software Hollis Chui, IBM Integration Architect October 30, 2015

2 Agenda Problem Statement What is the RTC ITSM Integration Framework? Notable Features Demo: RTC to HPSM Integration Client Deployment Q&A 2

3 Problem Statement Some IBM clients desire capabilities that existing integrations currently do not provide. Specifically, the ability for two or more IT Service Management systems to automatically create and update artifacts, or react to state changes across tools. 3

4 What is the Integration Framework? The framework facilitates the synchronization of data between RTC instances or between RTC and other IT Service Management systems. The flow of the synchronization is configured through XML tags. The framework is installed into RTC as a server side plug-in. 4

5 Notable Features Integration with new IT Service Management systems can be achieved by reusing or implementing new interface providers. Time stamp is stored and persisted when a successful synchronization occurs so only new records are queried. In the event of a server crash or network outage, synchronization Actions that cannot be performed are queued up and persisted on disk. The queue is reconstructed upon start up. Different data flow patterns are supported. 5

6 Flow Concept Integration Engine Flow Data Flow Data Flow Event Action Action Interface Provider Interface Provider Interface Provider Ticketing system Ticketing system Ticketing system 6

7 Flow Patterns EVENT New Incident ACTION New Work Item External Entity Creation Pattern HPSM Engine RTC ACTION Update Incident ACTION OUTPUT Work Item ID ACTION Update Incident EVENT Close Work Item Workflow Action Pattern HPSM Engine RTC 7

8 Flow Patterns Broadcast Pattern RTC EVENT Close Work Item ACTION Update Incident ACTION Update Ticket HPSM Engine Remedy 8

9 Flow Patterns EVENT New Incident ACTION New Work Item HPSM Engine RTC Cross-Department Pattern ACTION Update Incident ACTION New Ticket EVENT New Incident ACTION OUTPUT Work Item ID Remedy Engine RTC ACTION OUTPUT Ticket ID ACTION New Work Item 9

10 Demo: RTC to HPSM Integration Scenario 1: Manual creation of a new RTC Defect triggers the automatic creation of an HPSM Incident. Integration Engine Flow New Defect Defect ID => RTC WI ID Create HPSM Incident Incident ID => HPSM Incident ID Update RTC Defect RTC Interface HPSM Interface RTC Interface RTC HPSM RTC 10

11 Demo: RTC to HPSM Integration Scenario 2: Manual update of an existing RTC Defect triggers the automatic update of an Incident in HPSM (ie. change in Status). Integration Engine Flow Resolve Defect RTC Status = Resolved => HPSM Status = Resolved Create HPSM Incident RTC Interface HPSM Interface RTC HPSM 11

12 Demo: RTC to HPSM Integration Scenario 3: Manual creation of a HPSM Incident triggers the automatic creation of a RTC Defect. Integration Engine Flow New Incident Incident ID => RTC WI ID Create Defect Defect ID => RTC WI ID Update Incident (URI) HPSM Interface RTC Interface HPSM Interface HPSM RTC HPSM 12

13 Configuration Configuring the RTC ITSM Integration Framework involves the following 5 parameters: 13

14 Configuration User and Password File Stores the user id & password for each repository participating in the integration 14

15 Configuration Configuration Rules RTC Repository tag 15

16 Configuration Configuration Rules HPSM Repository tag 16

17 Configuration Configuration Rules Dataflow tag 17

18 Configuration Configuration Rules Value Mapping tag Priority (RTC) < - > Impact (HPSM) 18

19 Configuration Configuration Rules Transformations tag Split Join Source Attr = Source Attr1 = 4637 Target Attr 1 = 123 Split Transformation Target Attr 2 = 456 Source Attr2 = Out of memory exception Join Transformation Target Attr1 = 4637 Out of memory exception 19

20 Demo 20

21 Client Deployment Timeline of Activities Preliminary Analysis: Discussion on the ticket service systems involved and the desired data flows for the integration. Demo the integration framework. Statement of Work: Create and approve the SoW. Pre-deployment Activities: Completion of an attribute mapping for the input and output attributes involved in each step of the defined flows. Review pre-requisites for the Integration Framework. For example, enable the required HPSM Web Service modules to be used by the framework. PoC (Optional): Identify the flows involved and conduct a PoC on a RTC sandbox / development server. Production Deployment: Deploy Integration Framework on RTC production servers. 21

22 Client Deployment Licensing Clients interested in the Integration Framework asset will need to purchase a license. The licenses for MASH assets are generated using our own internal licensing mechanism and independent of product licenses. Costs The cost RTC ITSM Integration Framework asset has a fixed price fee of $25K (framework + 1 module + 1 year of MASH support). + $5k for additional module(s). + $4k for subsequent years of support on the base. + $1k for support of the additional module(s). 22

23 Q&A 23

24

25 Backup

26 Configuration Configuration Rules Transformations tag 26

27 Initialization of the ITSM Framework Sample entries in the RTC log upon the initialization of the ITSM Framework. - Configuration Path: C:\IBM\JazzTeamServer406\server\rtc_hpsm_Demo.xml - User and Password Path: C:\IBM\JazzTeamServer406\server\rtc_hpsm_pwd.xml - Repository ID: rtc - Initializing engine - Initialize: repository rtc OK - Initialize: repository hpsm OK - Initialize: transformation title_join OK - Initialize: transformation service_map OK - Initialize: transformation title_split OK - Initialize: transformation link_title_join OK - Initialize: transformation uri_join OK - Initialize: transformation incident_map OK - Completed engine initialization 27

28 ITSM Framework Polling for Events Sample entries in the RTC log when the ITSM Framework is polling for events. - SOAP Envelop to poll events <soapenv:envelope xmlns:soapenv=" xmlns:q0=" xmlns:xsd=" xmlns:xsi=" attachmentdata="false" attachmentinfo="false" ignoreemptyelements="true"><q0:keys query="open.time > '09/15/ :32:19' and (AssignmentGroup="Application")"/></q0:RetrieveIncidentListRequest></soapenv:Body></soapenv:Envelope> - ITSM Extended Debug hpsmpost response: HTTP/ OK [Server: Apache-Coyote/1.1, Set-Cookie: JSESSIONID=814BA C85BB946EB2C3AFD7DA; Path=/SM, Connection: close, Content-Type: text/xml;charset=utf-8, Content-Length: 648, Date: Wed, 28 Oct :06:22 GMT, Connection: close] - Response SOAP Envelop <SOAP-ENV:Envelope xmlns:soap-env=" message="no (more) records found" returncode="9" schemarevisiondate=" " schemarevisionlevel="1" status="failure" xmlns=" xmlns:cmn=" xmlns:xmime=" xmlns:xsd=" xmlns:xsi=" xsi:schemalocation=" /Incident.xsd"><instance query="" uniquequery="number=null"/></retrieveincidentlistresponse></soap- ENV:Body></SOAP-ENV:Envelope> - No records found 28

29 Demo: Scenario 1 Log Sample entries in the RTC log for Scenario 1: New RTC Defect triggers creation of an Incident in HPSM. - SOAP Envelop to perform action <soapenv:envelope xmlns:soapenv=" xmlns:q0=" xmlns:xsd=" xmlns:xsi=" attachmentdata="false" attachmentinfo="false" ignoreemptyelements="true"><q0:model query=""><q0:keys query=""/><q0:instance query="" recordid="" uniquequery=""><q0:title>scenario 1 - Creation of RTC Defect</q0:Title><q0:Description>143</q0:Description><q0:Urgency>2 - High</q0:Urgency><q0:Impact>2 - Site/Dept</q0:Impact><q0:AssignmentGroup>Application</q0:AssignmentGroup><q0:Service>Applications</q0:Service><q0:Category>incident</q0:Category>< q0:area>hardware</q0:area><q0:subarea>hardware failure</q0:subarea></q0:instance></q0:model></q0:createincidentrequest></soapenv:body></soapenv:envelope> - ITSM Extended Debug hpsmpost response: HTTP/ OK [Server: Apache-Coyote/1.1, Set-Cookie: JSESSIONID=D2494AF86563ABEDB19425A3421E0278; Path=/SM, Connection: close, Content-Type: text/xml;charset=utf-8, Content-Length: 1777, Date: Wed, 28 Oct :12:40 GMT, Connection: close] 29

30 Demo: Scenario 1 Log Cont d Sample entries in the RTC log for Scenario 1: New RTC Defect triggers creation of an Incident in HPSM. - Response SOAP Envelop <SOAP-ENV:Envelope xmlns:soap-env=" message="success" returncode="0" schemarevisiondate=" " schemarevisionlevel="1" status="success" xmlns=" xmlns:cmn=" xmlns:xmime=" xmlns:xsd=" xmlns:xsi=" xsi:schemalocation=" /Incident.xsd"><model><keys><IncidentID type="string">im10236</incidentid></keys><instance recordid="im Scenario 1 - Creation of RTC Defect" uniquequery="number="im10236""><incidentid type="string">im10236</incidentid><category type="string">incident</category><opentime type="datetime"> T15:12:39+00:00</OpenTime><OpenedBy type="string">system.admin</openedby><urgency type="string">2 - High</Urgency><UpdatedTime type="datetime"> t15:12:39+00:00</updatedtime><assignmentgroup type="string">application</assignmentgroup><description type="array"><description type="string">143</description></description><title type="string">scenario 1 - Creation of RTC Defect</Title><TicketOwner type="string">system.admin</ticketowner><updatedby type="string">system.admin</updatedby><status type="string">open</status><area type="string">hardware</area><subarea type="string">hardware failure</subarea><problemtype type="string">incident</problemtype><impact type="string">2 - Site/Dept</Impact><Service type="string">applications</service></instance></model><messages><cmn:message>greenwich/universal 10/28/15 15:12:40: Incident IM10236 has been opened by System.Admin</cmn:message></messages></CreateIncidentResponse></SOAP-ENV:Body></SOAP- ENV:Envelope> 30

31 Demo: Scenario 2 Log Sample entries in the RTC log for Scenario 2: Change to existing RTC Defect triggers corresponding update to Defect in HPSM (ie. change in Status). - SOAP Envelop to perform action <soapenv:envelope xmlns:soapenv=" xmlns:q0=" xmlns:xsd=" xmlns:xsi=" attachmentdata="false" attachmentinfo="false" ignoreemptyelements="true"><q0:model query=""><q0:keys query=""><q0:incidentid type="string">im10236</q0:incidentid></q0:keys><q0:instance query="" recordid="" uniquequery=""><q0:status>resolved</q0:status></q0:instance></q0:model></q0:updateincidentrequest></soapenv:body></soapenv:envelope> - ITSM Extended Debug hpsmpost response: HTTP/ OK [Server: Apache-Coyote/1.1, Set-Cookie: JSESSIONID=F69DE4B12C7C2A697A1BBE8036F9D304; Path=/SM, Connection: close, Content-Type: text/xml;charset=utf-8, Content-Length: 1781, Date: Wed, 28 Oct :32:43 GMT, Connection: close] 31

32 Demo: Scenario 2 Log Cont d Sample entries in the RTC log for Scenario 2: Change to existing RTC Defect triggers corresponding update to Defect in HPSM (ie. change in Status). - Response SOAP Envelop <SOAP-ENV:Envelope xmlns:soap-env=" message="success" returncode="0" schemarevisiondate=" " schemarevisionlevel="1" status="success" xmlns=" xmlns:cmn=" xmlns:xmime=" xmlns:xsd=" xmlns:xsi=" xsi:schemalocation=" /Incident.xsd"><model><keys><IncidentID type="string">im10236</incidentid></keys><instance recordid="im Scenario 1 - Creation of RTC Defect" uniquequery="number="im10236""><incidentid type="string">im10236</incidentid><category type="string">incident</category><opentime type="datetime"> T15:12:39+00:00</OpenTime><OpenedBy type="string">system.admin</openedby><urgency type="string">2 - High</Urgency><UpdatedTime type="datetime"> t15:32:42+00:00</updatedtime><assignmentgroup type="string">application</assignmentgroup><description type="array"><description type="string">143</description></description><title type="string">scenario 1 - Creation of RTC Defect</Title><TicketOwner type="string">system.admin</ticketowner><updatedby type="string">system.admin</updatedby><status type="string">resolved</status><area type="string">hardware</area><subarea type="string">hardware failure</subarea><problemtype type="string">incident</problemtype><impact type="string">2 - Site/Dept</Impact><Service type="string">applications</service></instance></model><messages><cmn:message>greenwich/universal 10/28/15 15:32:42: Incident IM10236 has been updated by System.Admin</cmn:message></messages></UpdateIncidentResponse></SOAP-ENV:Body></SOAP- ENV:Envelope> 32

33 Demo: Scenario 3 Log Sample entries in the RTC log for Scenario 3: New HPSM Defect triggers creation of RTC Defect. - SOAP Envelop to poll events <soapenv:envelope xmlns:soapenv=" xmlns:q0=" xmlns:xsd=" xmlns:xsi=" attachmentdata="false" attachmentinfo="false" ignoreemptyelements="true"><q0:keys query="open.time > '10/28/ :12:39' and (AssignmentGroup="Application")"/></q0:RetrieveIncidentListRequest></soapenv:Body></soapenv:Envelope> - ITSM Extended Debug hpsmpost response: HTTP/ OK [Server: Apache-Coyote/1.1, Set-Cookie: JSESSIONID=51E BE6B43B9B894702F; Path=/SM, Connection: close, Content-Type: text/xml;charset=utf-8, Content-Length: 1645, Date: Wed, 28 Oct :46:59 GMT, Connection: close] 33

34 Demo: Scenario 3 Log Cont d Sample entries in the RTC log for Scenario 3: New HPSM Defect triggers creation of RTC Defect. - Response SOAP Envelop <SOAP-ENV:Envelope xmlns:soap-env=" message="success" returncode="0" schemarevisiondate=" " schemarevisionlevel="1" status="success" xmlns=" xmlns:cmn=" xmlns:xmime=" xmlns:xsd=" xmlns:xsi=" xsi:schemalocation=" /Incident.xsd"><instance query="" recordid="im Scenario 3 - Creation of a HPSM Incident" uniquequery="number="im10237""><incidentid type="string">im10237</incidentid><category type="string">incident</category><opentime type="datetime"> t15:46:48+00:00</opentime><openedby type="string">system.admin</openedby><urgency type="string">1</urgency><updatedtime type="datetime"> t15:46:48+00:00</updatedtime><assignmentgroup type="string">application</assignmentgroup><description type="array"><description type="string">creation of a HPSM Incident will trigger the creation of a RTC Defect</Description></Description><Title type="string">scenario 3 - Creation of a HPSM Incident</Title><TicketOwner type="string">system.admin</ticketowner><updatedby type="string">system.admin</updatedby><status type="string">open</status><area type="string">hardware</area><subarea type="string">hardware failure</subarea><problemtype type="string">incident</problemtype><impact type="string">1</impact><service type="string">applications</service></instance></retrieveincidentlistresponse></soap-env:body></soap-env:envelope> 34

35 Demo: Scenario 3 Log Cont d Sample entries in the RTC log for Scenario 3: New HPSM Defect triggers creation of RTC Defect. - SOAP Envelop to perform action <soapenv:envelope xmlns:soapenv=" xmlns:q0=" xmlns:xsd=" xmlns:xsi=" attachmentdata="false" attachmentinfo="false" ignoreemptyelements="true"><q0:model query=""><q0:keys query=""><q0:incidentid type="string">im10237</q0:incidentid></q0:keys><q0:instance query="" recordid="" uniquequery=""><q0:journalupdates> dates></q0:instance></q0:model></q0:updateincidentrequest></soapenv:body></soapenv:envelope> - ITSM Extended Debug hpsmpost response: HTTP/ OK [Server: Apache-Coyote/1.1, Set-Cookie: JSESSIONID=464134FBFD2CCBB89A113BC11E2EAC25; Path=/SM, Connection: close, Content-Type: text/xml;charset=utf-8, Content-Length: 2123, Date: Wed, 28 Oct :47:02 GMT, Connection: close] 35

36 Demo: Scenario 3 Log Cont d Sample entries in the RTC log for Scenario 3: New HPSM Defect triggers creation of RTC Defect. - Response SOAP Envelop <SOAP-ENV:Envelope xmlns:soap-env=" message="success" returncode="0" schemarevisiondate=" " schemarevisionlevel="1" status="success" xmlns=" xmlns:cmn=" xmlns:xmime=" xmlns:xsd=" xmlns:xsi=" xsi:schemalocation=" /Incident.xsd"><model><keys><IncidentID type="string">im10237</incidentid></keys><instance recordid="im Scenario 3 - Creation of a HPSM Incident" uniquequery="number="im10237""><incidentid type="string">im10237</incidentid><category type="string">incident</category><opentime type="datetime"> T15:46:48+00:00</OpenTime><OpenedBy type="string">system.admin</openedby><urgency type="string">1</urgency><updatedtime type="datetime"> t15:47:02+00:00</updatedtime><assignmentgroup type="string">application</assignmentgroup><description type="array"><description type="string">creation of a HPSM Incident will trigger the creation of a RTC Defect</Description></Description><JournalUpdates type="array"><journalupdates type="string">10/28/15 15:47:02 Greenwich/Universal (System.Admin):</JournalUpdates><JournalUpdates type="string"> <Title type="string">scenario 3 - Creation of a HPSM Incident</Title><TicketOwner type="string">system.admin</ticketowner><updatedby type="string">system.admin</updatedby><status type="string">open</status><area type="string">hardware</area><subarea type="string">hardware failure</subarea><problemtype type="string">incident</problemtype><impact type="string">1</impact><service type="string">applications</service></instance></model><messages><cmn:message>greenwich/universal 10/28/15 15:47:02: Incident IM10237 has been updated by System.Admin</cmn:message></messages></UpdateIncidentResponse></SOAP-ENV:Body></SOAP-ENV:Envelope> 36