Adapter for Remedy ARS...This document describes the configuration and operation of the EMC Smarts Adapter for Remedy ARS. The Adapter works with the Remedy Action Request System (ARS)

EMC CorporationCorporate Headquarters:

Hopkinton, MA 01748-9103

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

EMC® Smarts®

Adapter for Remedy ARS7.0

User’s GuideP/N 300-004-002

REV A01

EMC Smarts Adapter for Remedy ARS User's Guideii

Copyright © 2006 EMC Corporation. All rights reserved.EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice.

THE INFORMATION IN THIS PUBLICATION IS PROVIDED "AS IS." EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

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

For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com

All other trademarks used herein are the property of their respective owners.

EMC Smarts Adapter for Remedy ARS User's Guide iii

Preface...................................................................................................................................................... v

Chapter 1 Introduction Overview................................................................................................................. 1-2 Process flow for the adapter................................................................................. 1-3

Open Remedy ARS Ticket tool ...................................................................... 1-3Get Remedy ARS Ticket tool.......................................................................... 1-3Close Remedy ARS Ticket tool ...................................................................... 1-3

Populating notification attribute fields............................................................... 1-4

Chapter 2 Configuring the Adapter Deployment Prerequisites ........................................................................................................... 2-2 Configuration information ................................................................................... 2-3

Modifying EMC Smarts configuration files................................................. 2-3Location of configuration files ....................................................................... 2-3Summary of configuration tasks ................................................................... 2-4

Configuring the Global Manager ........................................................................ 2-5Importing the Remedy ARS tools ................................................................. 2-5

Configuring the adapter ....................................................................................... 2-6Configuring the remedy-config file .............................................................. 2-6Defining the location of the Remedy ARS API libraries............................ 2-7Defining a non-default Remedy ARS port................................................... 2-7Configuring the sm_arclient utility............................................................... 2-7

Configuring automated tools............................................................................... 2-9Configuring automated tools......................................................................... 2-9Setting escalation policies............................................................................. 2-10

Chapter 3 Using the Adapter Invoking tools......................................................................................................... 3-2 Manually opening and closing trouble tickets .................................................. 3-3

Opening a trouble ticket ................................................................................. 3-3Closing a trouble ticket ................................................................................... 3-3

Appendix A Configuring a Non-Default SchemaOverview ................................................................................................................ A-2Configuring a non-default schema .................................................................... A-3About the sm_arclient utility .............................................................................. A-4

Contents

EMC Smarts Adapter for Remedy ARS User's Guideiv

Contents

sm_arclient syntax ........................................................................................ A-4 Examples using sm_arclient ........................................................................ A-6

Appendix B Mapping of Remedy Ticket Fields to Attributes

Appendix C Understanding the sm_edit Utility

Index ....................................................................................................................................................... i-1

EMC Smarts Adapter for Remedy ARS User's Guide v

Preface

This document describes the configuration and operation of the EMC Smarts Adapter for Remedy ARS. The Adapter works with the Remedy Action Request System (ARS) to open, modify, and close Remedy ARS tickets associated with EMC Smarts notifications.

Intended audienceThis guide is intended for individuals responsible for configuring and using the Adapter.

EMC Smarts SAM Adapters Suite and Report Manager installation directoryIn this document, the term BASEDIR represents the location where EMC Smarts software is installed.

◆ For UNIX, this location is: /opt/InCharge<n>/<productsuite>.

◆ For Windows, this location is: C:\InCharge<n>\<productsuite>.

The <n> represents the software platform version number. The <productsuite> represents the EMC Smarts product suite to which the product belongs. For example, on UNIX operating systems, the EMC Smarts SAM Adapters Suite and Report Manager is, by default, installed to /opt/InCharge7/SAM/smarts. On Windows operating systems, this product is, by default, installed to: C:\InCharge7\SAM\smarts. This location is referred to as BASEDIR/smarts.

Optionally, you can specify the root of BASEDIR to be something other than /opt/InCharge7 (on UNIX) or C:\InCharge7 (on Windows), but you cannot change the <productsuite> location under the root directory.

For more information about the directory structure of EMC Smarts software, refer to the EMC Smarts System Administration Guide.

EMC Smarts SAM Adapters Suite and Report Manager productsThe SAM Adapters Suite and Report Manager offers the following products:

◆ EMC Smarts Adapter for BMC Patrol

◆ EMC Smarts Adapter for Concord eHealth

◆ EMC Smarts Adapter for HP-OVO/U

◆ EMC Smarts Adapter for InfoVista VF2

◆ EMC Smarts Adapter for Microsoft Operations Manager 2005

◆ EMC Smarts Adapter for NetIQ AppManager

EMC Smarts Adapter for Remedy ARS User's Guidevi

◆ EMC Smarts Adapter for Remedy ARS

◆ EMC Smarts SQL Data Interface Adapter

◆ EMC Smarts Adapter for SiteScope

◆ EMC Smarts Report Manager

EMC Smarts SAM Adapters Suite and Report Manager DocumentationThe following documents are relevant to the SAM Adapters Suite and Report Manager:

◆ EMC Smarts Adapter for BMC Patrol User’s Guide

◆ EMC Smarts Adapter for Concord eHealth User’s Guide

◆ EMC Smarts Adapter for HP-OVO/U User’s Guide

◆ EMC Smarts Adapter for InfoVista VF2 User’s Guide

◆ EMC Smarts Adapter for Microsoft Operations Manager User’s Guide

◆ EMC Smarts Adapter for NetIQ AppManager User’s Guide

◆ EMC Smarts Adapter for Remedy ARS User’s Guide

◆ EMC Smarts SQL Data Interface Adapter User’s Guide

◆ EMC Smarts Adapter for SiteScope User’s Guide

◆ EMC Smarts Report Manager User’s Guide

◆ EMC Smarts SAM Adapters Suite and Report Manager Installation Guide

◆ EMC Smarts Adapters Event-to-Notification Tutorial

EMC Smarts Service Assurance Management SuiteThe following documents are relevant to users of the EMC Smarts Service Assurance Management Suite:

◆ EMC Smarts Service Assurance Manager Introduction

◆ EMC Smarts Service Assurance Management Suite Deployment Guide

◆ EMC Smarts Service Assurance Management Suite Installation Guide

◆ EMC Smarts Service Assurance Manager Operator’s Guide

◆ EMC Smarts Service Assurance Manager Configuration Guide

◆ EMC Smarts Service Assurance Manager Dashboard Configuration Guide

◆ EMC Smarts Business Impact Manager User’s Guide

◆ EMC Smarts Report Manager User’s Guide

◆ EMC Smarts Service Assurance Manager Failover System User’s Guide

◆ EMC Smarts Service Assurance Manager Adapter Platform User’s Guide

◆ EMC Smarts Service Assurance Manager Notification Adapters User’s Guide

◆ EMC Smarts XML Adapter User’s Guide

Refer to the EMC Smarts Documentation Catalog for documentation resources provided with other EMC Smarts product suites.

Related documentationIn addition to this document, EMC Corporation provides a Help system for command line programs as well as product documentation.

EMC Smarts Adapter for Remedy ARS User's Guide vii

Help for command line programsDescriptions of command line programs are available as HTML pages. The index.html file, which provides an index to the various commands, is located in the BASEDIR/smarts/doc/html/usage directory.

EMC Smarts documentationReaders of this guide may find the following related documentation helpful. It can be found in the BASEDIR/smarts/doc/pdf directory.

Note: These documents are updated periodically. Electronic versions of the updated manuals are available on the Powerlink website:http://Powerlink.EMC.com.

◆ EMC Smarts Documentation Catalog

◆ EMC Smarts System Administration Guide

◆ EMC Smarts ICIM Reference

◆ EMC Smarts Common Information Model Infrastructure Models Chart

◆ EMC Smarts Common Information Model Application⁄Business Models Chart

◆ EMC Smarts ASL Reference Guide

◆ EMC Smarts Perl Reference Guide

◆ EMC Smarts Dynamic Modeling Tutorial

◆ EMC Smarts MODEL Reference Guide

Conventions used in this guideEMC uses the following conventions for notes and cautions.

Note: A note presents information that is important, but not hazard-related.

IMPORTANT!An important notice contains information essential to the operation of the software.

CAUTION!A caution contains information essential to avoid data loss or damage to the system or equipment. The caution may apply to hardware or software.

http://Powerlink.EMC.com

EMC Smarts Adapter for Remedy ARS User's Guideviii

Typographical conventionsEMC uses the following conventions in this guide:

Pathname conventionsDirectory pathnames are shown with forward slashes (/). Users of the Windows operating systems should substitute back slashes (\) for forward slashes.

Graphical conventionsIf there are figures illustrating consoles in this document, they represent the consoles as they appear in Windows. Under UNIX, the consoles appear with slight differences.

Normal font In running text:• Interface elements (for example, button names, dialog box names) outside of

procedures• Items that the user selects outside of procedures• Java classes and interface names• Names of resources, attributes, pools, Boolean expressions, buttons, DQL

statements, keywords, clauses, environment variables, filenames, functions, menu names, utilities

• Pathnames, URLs, filenames, directory names, computer names, links, groups, service keys, file systems, environment variables (for example, command line and text), notifications

Bold In procedures:• Names of dialog boxes, buttons, icons, menus, fields, and maps• Selections from the user interface, including menu items, and field entries• Key names• Window names• Code examples• Commands• User interface tabs

Italic Used for:• Full publications titles referenced in textIn procedures:• Directory paths• Filenames• Scripts• Important/unique words• URLs• Utilities• Variables

Courier Used for:• System output• User entry

< > Angle brackets used to enclose parameter or variable values supplied by the user.

[ ] Square brackets used to indicate optional values.

| Vertical bar used to indicate alternate selections. The bar means “or”.

{ } Braces used to indicate content that you must specify (that is, x or y or z).

... Ellipses used to indicate nonessential information omitted from the example.

% Used to indicate a C shell prompt.

# Used to indicate a C shell superuser prompt.

▼▲ Used to indicate a command is wrapped over one or more lines. The command must be typed as one line.

EMC Smarts Adapter for Remedy ARS User's Guide ix

For example, in views that display items in a tree hierarchy such as the Topology Browser, a plus sign displays for Windows and an open circle displays for UNIX.

Smarts ManagerUnless otherwise specified, the term Smarts Manager is used to refer to EMC Smarts programs such as Domain Managers, Global Managers, and adapters.

Suggestions for searching PDF filesYou may search across multiple PDF files using the Adobe Acrobat Reader software.

1. If the documentation is not accessible to all users of the EMC Smarts product suite, copy the contents of the BASEDIR/smarts/doc/pdf directory to a central location, such as a shared drive on your LAN, that operators and others may view.

2. To search throughout the documentation library, open the Acrobat Reader software.

1. Choose Edit > Search, and enter a word or phrase.

2. In the Where would you like to search option, select All PDF Documents in and type the pathname of the location where the PDF documents reside.

If you have more than one EMC Smarts product suite installed, you can set up cross-product document searches by copying files from the BASEDIR/smarts/doc/pdf directory for each product suite into this common documentation directory path.

Where to get helpEMC support, product, and licensing information can be obtained as follows.

Product information — For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink™ website (registration required) at:

http://Powerlink.EMC.com

Technical support — For technical support, go to EMC Customer Service on Powerlink. To open a service request through Powerlink, you must have a valid support agreement. Please contact your EMC sales representative for details about obtaining a valid support agreement or to answer any questions about your account.

Sales and customer service contacts — For the list of EMC sales locations, please access the EMC home page at:

http://EMC.com/contact

http://powerlink.emc.com

EMC Smarts Adapter for Remedy ARS User's Guidex

Introduction 1-1

1

This chapter provides a brief introduction to the EMC Smarts Adapter for Remedy ARS (Remedy ARS Adapter). It contains the following information:

◆ Overview ........................................................................................................................ 1-2◆ Process flow for the adapter ........................................................................................ 1-3◆ Populating notification attribute fields ...................................................................... 1-4

Introduction

EMC Smarts Adapter for Remedy ARS User's Guide1-2

Introduction

OverviewThe Remedy Action Request System (Remedy ARS) provides a consolidated Service Process Management platform for automating and managing Service Management business processes.

The Remedy ARS Adapter integrates Remedy ARS with the EMC Smarts Global Manager, providing tools that allow users to do the following:

◆ Open and close Remedy ARS tickets from notifications displayed in the Notification Log of the EMC Smarts Global Console

◆ View notification properties (attributes) for notifications associated with open Remedy ARS tickets

Note: The Adapter functions are invoked when the user interacts with the Remedy tools through the Notification Log. Unlike other EMC Smarts adapters, the Remedy ARS Adapter does not run as a service.

Process flow for the adapter 1-3

Introduction

Process flow for the adapterFigure 1-1 shows a process flow for the Remedy ARS tools. Using a command line utility, the Adapter communicates with the Global Manager and Remedy ARS to implement the following tools:

◆ Open Remedy ARS Ticket

◆ Get Remedy ARS Ticket

◆ Close Remedy ARS Ticket

Figure 1-1 Process flow for the Remedy ARS Adapter

Open Remedy ARS Ticket toolThe Open Remedy ARS Ticket tool checks to see if a ticket already exists for the selected notification. If the TroubleTicketID notification attribute is set, the adapter updates the ticket status in Remedy ARS from closed to open. If a ticket does not exist for this notification, the adapter opens a Remedy ARS ticket and populates the TroubleTicketID notification attribute with the Remedy ARS Ticket ID.

Get Remedy ARS Ticket toolThe Get Remedy ARS Ticket tool retrieves Remedy ARS ticket information associated with the selected notification and displays the information.

Close Remedy ARS Ticket toolThe Close Remedy ARS Ticket tool verifies that a Remedy ARS ticket exists for the selected notification and changes the value of the TroubleTicketID attribute to indicate that the ticket is closed. The adapter also changes the ticket’s status in the Remedy ARS system from open to closed.

Global Console

Request for Remedy Tool

Remedy Adapter Database Schema

Remedy ARSGlobal Manager

Remedy Tools Open Ticket Get Ticket Close Ticket


Introduction

Populating notification attribute fieldsTo populate the notification attribute fields, the Adapter uses a Remedy ARS database schema to map information from the Remedy ARS database to the fields. You can use the default schema, or you can configure and use a different schema.

For the default mapping, see “Mapping of Remedy Ticket Fields to Attributes” on page B-1.

Configuring the Adapter Deployment 2-1

2

This chapter provides instructions for configuring the Adapter deployment and integrating the Adapter with the Remedy ARS. It contains the following information:

◆ Prerequisites................................................................................................................... 2-2◆ Configuration information........................................................................................... 2-3◆ Location of configuration files..................................................................................... 2-3◆ Summary of configuration tasks................................................................................. 2-4◆ Configuring the Global Manager................................................................................ 2-5◆ Configuring the adapter............................................................................................... 2-6◆ Configuring automated tools ...................................................................................... 2-9

Configuring theAdapter Deployment


Configuring the Adapter Deployment

PrerequisitesTo deploy and configure the Adapter, you should be familiar with Remedy ARS.

To ensure that all necessary files are available, the EMC Smarts Adapter for Remedy ARS must be installed on hosts where the following components are installed:

◆ Remedy ARS libraries for 6.3.0 or 7.0

Note: The Remedy API libraries must be installed on the same server as the EMC Smarts Service Assurance Manager server.

◆ EMC Smarts Global Console

◆ EMC Smarts Service Assurance Manager

◆ EMC Smarts Service Assurance Manager Adapter Platform

For EMC Smarts Service Assurance Management Suite hardware and additional software requirements including required X Server Settings (UNIX) and Java Applet requirements, see the EMC Smarts Service Assurance Management Suite Installation Guide.

For UNIX, the adapter must reside on the host running the Global Manager.

For information about installing the Remedy ARS Adapter, including requirements, see the EMC Smarts SAM Adapters Suite and Report Manager Installation Guide.

Configuration information 2-3


Configuration informationThis section provides information for configuration tasks.

Modifying EMC Smarts configuration filesTo edit EMC Smarts configuration files, use the EMC Smarts sm_edit command. For example, to open and modify the default configureRemedyTools.xml file on UNIX, enter the following command from BASEDIR/smarts/bin:

# ./sm_edit conf/ics configureRemedyTools.xml

“Understanding the sm_edit Utility” on page C-1 describes the EMC Smarts utility for editing local copies of configuration files.

Location of configuration filesTable 2-1 describes the files used to configure the Remedy ARS Adapter. File location is relative to BASEDIR/smarts.

Note: When you perform a migration, if any of these files have been modified, copy these listed files from the local directory.

Table 2-1 Integration, configuration, XML, tools, and schema files

Directory File name(s) Description

/conf/ics configureRemedyTools.xml XML file that defines the Remedy ARS tools

/actions/server remedy-opentkt Opens a Remedy ARS Ticket for a given notification

/actions/server remedy-closetkt Closes a Remedy ARS Ticket associated with a given notification

/actions/server remedy-gettkt Retrieves information about a Ticket and displays it if one exists for a given notification

/actions/server remedy-config Specifies host running Remedy ARS, name of Remedy ARS schema, and Remedy ARS system user name and password that the Service Assurance needs to access the AR System server. All other Remedy ARS tools call this script.

/actions/server remedy-fields.txt A Windows-only file that defines mapping of Field IDs and Field Names defined in the Remedy ARS schema. The remedy-gettkt.cmd uses this mapping to display ticket information by Field Name. (In UNIX, this mapping is built into the remedy-gettke.sh.)

/conf/remedy IC_SAM_final.def A sample Remedy ARS schema definition that includes information available from Service Assurance. If you use the sample schema, you need to import this definition file into your Remedy ARS. By default, all Remedy ARS scripts use this schema.



Summary of configuration tasksConfiguring the Remedy ARS Adapter deployment requires that you minimally complete the following tasks:

◆ Configure the Global Manager to import the Remedy ARS tools, as described in “Configuring the Global Manager” on page 2-5.

◆ Configure the Adapter to specify the information needed to connect to the Remedy ARS system, as described in “Configuring the adapter” on page 2-6.

In the event that you choose to use a different Remedy ARS schema from the default, follow the procedures described in “Configuring a Non-Default Schema” on page A-1.

Configuring the Global Manager 2-5


Configuring the Global ManagerTo configure the Global Manager that is co-resident with the Remedy ARS Adapter, you import the Remedy ARS XML tools for getting, opening, and closing tickets, as described below.

Importing the Remedy ARS toolsUse the following procedure to import the XML tools from Remedy ARS to the Global Manager.

At BASEDIR/smarts/bin, enter the following command:

# ./sm_config -s <global_manager> import configureRemedytools.xml

The EMC Smarts Service Assurance Manager Configuration Guide provides details about importing XML files to the Global Manager.



Configuring the adapterTo configure the adapter, complete the following tasks:

1. Edit the configuration parameters in the remedy-config file as needed to match your Remedy ARS configuration, as described in “Configuring the remedy-config file” on page 2-6.

2. Optionally, configure automated tools, as described in “Configuring automated tools” on page 2-9.

3. Optionally, if Remedy ARS is not running on the default port, configure the new port, as described in “Defining a non-default Remedy ARS port” on page 2-7.

4. “Configuring the sm_arclient utility” on page 2-7

Configuring the remedy-config fileThe BASEDIR/smarts/actions/server/remedy-config file specifies information needed to connect to the Remedy ARS system. This information gets passed to the Remedy ARS Adapter and allows the functions to communicate with the Remedy ARS system.

For example, the remedy-config file specifies the host running the Remedy ARS System, the Remedy ARS schema, and the Remedy ARS user name and password needed by the Global Manager to access the Remedy AR System Server. Table 2-2 describes the parameters in this file.

1. At BASEDIR/smarts/bin, enter the following command:

# ./sm_edit actions/server, remedy-config

2. Enter a value for the parameter, AR_PASSWORD, which does not have a default value.

You can accept the default values or set new values for the other parameters; for example, the following sets the default value for AR_SERVER.

remrem Host where the Remedy server is runningremset AR_SERVER=remedy

3. Save and close the file.

Table 2-2 Remedy ARS configuration parameters

Parameter Description

AR_SERVER The host where the Remedy ARS server is running.

AR_SCHEMA The name of the Remedy ARS schema. The default is the EMC Smarts SAM schema.

AR_USER The user specified in the Remedy ARS system login.

AR_PASSWORD The user password.

AR_SUBMITTER The user or system submitting the Remedy ARS request. The default is EMC Smarts Service Assurance Manager.

Configuring the adapter 2-7


Defining the location of the Remedy ARS API librariesThe Adapter requires access to the Remedy ARS API libraries, which are referenced by the Adapter based on the environment variable, SM_LIBPATH, in the runcmd_env.sh file.

Note: You do not need to define the location of the Remedy ARS API libraries for Remedy 7.0.1. However, you must do so if you are running the Remedy version 6.3 on UNIX.

To define the location, specify the absolute path of the libraries and, if necessary, the port, as follows.

1. At BASEDIR/smarts/bin, issue the following command:

# ./sm_edit conf/runcmd_env.sh

2. Add the SM_LIBPATH environment variable and specify the directory where the Remedy API libraries reside. Type the following:

SM_LIBPATH=<Absolute Path of Remedy Shared Libraries>export SM_LIBPATH


Defining a non-default Remedy ARS portIf the Remedy server is not installed with the default port, you can add the ARTCPPORT environment variable and specify the port, as follows.

Note: If the file has been previously modified, you must copy the file during the migration process. The modified file is stored in BASEDIR/smarts/local/conf.

1. At BASEDIR/smarts/bin, issue the following command:

# ./sm_edit conf/runcmd_env.sh

2. Add the APTCPPORT environment variable and specify the port. Type the following:

ARTCPPORT=<Port Number> export ARTCPPORT


Configuring the sm_arclient utilityRemedy ARS functions use the sm_arclient utility to communicate with the Remedy AR System to create, delete, get, and set information in Remedy ARS. For more information, see “About the sm_arclient utility” on page A-4.

Different versions of Remedy API libraries include different sm_arclient executables. By default, sm_arclient refers to the 7.0.1 version. Table 2-3 lists the executable names.

Table 2-3 Remedy library executable names

Executable name Supports Remedy version no.

sm_arclient 7.0.1

sm_arclient630 6.3.0



To ensure that you have the correct version,

1. Copy the executable you wish to use from the BASEDIR/smarts/bin/system directory to the BASEDIR/smarts/local/bin/system directory

2. Rename the executable to sm_arclient.

For example, if you wish to use sm_arclient630, copy BASEDIR/smarts/bin/system/sm_arclient630 to the BASEDIR/smarts/local/bin/system directory and rename sm_arclient630 to sm_arclient. This eliminates the need to change the reference to sm_arclient in the default Remedy tool scripts.

Configuring automated tools 2-9


Configuring automated toolsYou can configure the Adapter to run automated tools in response to notifications or cleared notifications. There are two ways to do this:

◆ Configure automated tools on the same host as the Global Manager. For the procedure, see “Configuring automated tools” on page 2-9.

◆ Set escalation policies through the Domain Manager Administration Console of the Global Console. Select the Remedy automated tools from the Available Tools list and move them to the Invoked Tools list. Tools are invoked immediately after a notification reaches this level.

Note: An automated tool is run when it is triggered based on the settings of an escalation policy. An escalation policy is configured to invoke automatic tools to run on notifications that meet the escalation criteria for specified periods of time. For detailed information and procedures, see the EMC Smarts Service Assurance Manager Configuration Guide.

Configuring automated toolsConfigure automated tools using the sm_adapter utility. The configuration options for an automated tool are specified as arguments to the sm_adapter utility when you invoke it at the command line. Table 2-4 lists the arguments you specify when invoking an automated tool.

Table 2-4 Arguments to sm_adapter for automated action

Argument Default value Description

--server= INCHARGE-SA The name of the Global Manager from which the adapter receives its Notification List and notifications.

--subscribe= N/A Name of the Notification List received from the Global Manager.

-DNotifyAction= N/A Name of the tool as specified in the Global Manager Administration Console. This is the tool to invoke when a notification is active. This argument is optional.

-DClearAction= N/A Name of the tool as specified in the Global Manager Administration Console. This is the tool to invoke when the notification clears. This argument is optional.

-DLogActions= FALSE Specifies whether the adapter should log each action to stdout. This argument is optional.

--output N/A Redirects the output from the adapter to a log file in BASEDIR/smarts/local/logs. The --DLogActions argument must be true to enable output.

ics/auto-action.asl N/A This script is required to perform the automated action.



The following example command shows the arguments that invoke the “Open Trouble Ticket” script when a notification becomes active (is notified) and invoke the “Close Trouble Ticket” tool when the notification becomes inactive (clears).

# BASEDIR/smarts/bin/sm_adapter--server=INCHARGE-SA \ --subscribe=TicketingNL/n \

-DNotifyAction="Open Trouble Ticket" \-DClearAction="Close Trouble Ticket" \-DLogActions=TRUE \--output \ics/auto-action.asl

For more information about automated tools, see the EMC Smarts Service Assurance Manager Configuration Guide.

Setting escalation policies From the Domain Manager Administration Console, select the Remedy automated tools from the Available Tools list and move them to the Invoked Tools list. Tools are invoked immediately after a notification reaches this level.

Note: An automated tool is run when it is triggered based on the settings of an escalation policy. An escalation policy is configured to invoke automatic tools to run on notifications that meet the escalation criteria for specified periods of time. For detailed information and procedures, see the EMC Smarts Service Assurance Manager Configuration Guide.

Using the Adapter 3-1

3

This chapter explains how to use the Remedy ARS Adapter. It contains the following information:

◆ Invoking tools ................................................................................................................ 3-2◆ Manually opening and closing trouble tickets.......................................................... 3-3

Using the Adapter


Using the Adapter

Invoking toolsOnce the Adapter is installed and configured, you have the following options for invoking the tools:

◆ Manual: selection: Select a notification in the Global Console and select the appropriate Remedy ARS server tool to open, get, or close a ticket associated with that notification. For information, see “Manually opening and closing trouble tickets” on page 3-3.

◆ Automated tool invocation: A tool is invoked in response to a notification or a cleared notification. For information, see “Configuring automated tools” on page 2-9.

◆ Automated escalation: Invoke the Remedy ARS server tools as part of a Service Assurance Manager Escalation Policy. For information and procedures to set up, see the EMC Smarts Service Assurance Manager Configuration Guide.

Manually opening and closing trouble tickets 3-3

Using the Adapter

Manually opening and closing trouble t icketsYou can open and close trouble tickets for notifications in the Notification Log of the Global Console. From a notification, you can manually invoke a Remedy server tool.

Trouble tickets are sometimes used to track notifications while the operators are working on them. If the trouble ticket tools (Open and Close programs) are configured by your administrator, you can open a trouble ticket (insert a Ticket ID number) for a notification or close a trouble ticket.

To open and close a trouble ticket for a notification, use the tools, Open Trouble Ticket and Close Trouble Ticket, respectively.

Note: Menu option names for these tools may have been modified by your administrator.

Opening a trouble ticketTo open a trouble ticket, perform these steps:

1. Right-click on a selected notification in the Notification Log Console.

2. In the pop-up menu, select Server Tools > Open Trouble Ticket.

Closing a trouble ticketTo close a trouble ticket for a notification, perform these steps:

1. Right-click on a selected notification in the Notification Log Console.

2. In the pop-up menu, select Server Tools > Close Trouble Ticket.

For more information about using the Global Console, see the EMC Smarts Service Assurance Manager Operator’s Guide.


Using the Adapter

Configuring a Non-Default Schema A-1

A

This appendix explains how to configure a non-default schema, and discusses issues to consider before doing so. This appendix contains the following information:

◆ Overview .......................................................................................................................A-2◆ Configuring a non-default schema............................................................................A-3◆ About the sm_arclient utility......................................................................................A-4

Configuring aNon-Default Schema

EMC Smarts Adapter for Remedy ARS User's GuideA-2

Configuring a Non-Default Schema

OverviewThe Adapter for Remedy ARS provides a Remedy ARS schema, IC_SAM_final.def. If you choose to use a different schema, you can use the procedures in this Appendix to configure it. First, however, consider the following before changing any of the Remedy ARS scripts:

◆ Decide how to map your Remedy ARS Fields to the Global Manager notification attributes. You may want to provide certain values as constants; other values must come directly from specific notification attributes.

◆ Decide if you want to use variable names instead of Remedy ARS Field IDs in the remedy-config file. Default variables are already defined in this file for the Global Manager schema provided. If you choose to use variables, you must revise the variable names in the remedy-config file to meet your Remedy field requirements.

◆ Gain an understanding of how the remedy-opentkt script uses the sm_arclient command-line utility to communicate with the Remedy ARS system. The open ticket scripts set up the Remedy ARS fields as formatted triplets (defined as ARG variables) that contain a Field ID, data type, and value. You need to define triplets and ARG variables for the Remedy ARS fields in your schema. For more information, see “About the sm_arclient utility” on page A-4.

◆ Gain an understanding of how the remedy-gettkt script replaces Remedy ARS Field IDs with Field Names, as you must define the appropriate mapping for your Remedy ARS schema. The script file name depends on the operating system, as follows:

• For UNIX, the mapping is defined in the remedy-gettkt.sh file.

• For Windows, the mapping is defined in the remedy-field.txt file.

Configuring a non-default schema A-3


Configuring a non-default schemaTo configure a non-default schema, you use the sm_arclient utility, which is described in “About the sm_arclient utility” on page A-4.

The procedure you select depends on your operating system.

UNIX1. Edit the remedy-config.sh file, as described in “Configuring the remedy-config file”

on page 2-6, to define the variable names used by the tools and map them to the Remedy ARS Field IDs of your schema.

2. Edit the Open Ticket and Get Ticket tools. Specifically, in the remedy-opentkt.sh, revise the MANDATORY_ARGS and/or OPTIONAL_ARGS in the Main - Create Entry section of the script so that these arguments represent your Remedy ARS schema. Each argument is formatted as a triplet of Remedy ARS Field ID, data type, and value.

3. In the remedy-gettkt.sh file, replace the mapping in the translateFieldName() function with the Field IDs and Field Names you use in Remedy ARS.

Windows1. Edit the remedy-config.cmd file, as described in “Configuring the remedy-config

file” on page 2-6, to define the variable names used by the functions and map them to the Remedy ARS Field IDs of your schema.

2. Edit the mapping of Remedy ARS Field IDs and Field Names in the remedy-fields.txt file.

3. Edit the Open Ticket tool. Revise the MANDATORY_ARGS and/or OPTIONAL_ARGS in the Main - Create Entry section of the script so that these arguments represent your Remedy ARS schema. Each argument is formatted as a triplet of Remedy ARS Field ID, data type, and value.



About the sm_arclient utilityRemedy ARS functions use the sm_arclient utility to communicate with the Remedy AR System to create, delete, get, and set information in Remedy ARS. If you plan to use your own Remedy ARS schema, you need to understand how this utility interacts with Remedy ARS.

Note: For examples, see “Examples using sm_arclient” on page A-6.

sm_arclient syntaxThe sm_arclient utility uses the following syntax:

# ./sm_arclient [options...] <command>

The sm_arclient options define parameters for the existing Remedy ARS schema. Table A-1 describes these options. Table A-2 lists the commands you can use.

Table A-1 sm_arclient options

Option Description Default value

--server=<server> Remedy AR System server host. localhost

--user=<user> Remedy AR System user. "Demo"

--password=<password> Remedy AR System password. ""

--language=<lang> Remedy AR System language. ""

--trace Trace AR System API calls.Return values: 0 Operation completed successfullynon-0 Operation failedOutput:Upon successful completion, AR entry id and fields are written to standard output. createEntry writes AR entry id.deleteEntry writes AR entry id.getEntry writes AR entry id and fields;fields are written in the same format as the input, one field per line.setEntry writes AR entry id.All errors/diagnostic/trace messages are written to standard error.

About the sm_arclient utility A-5


There are four commands for sm_arclient. These commands are described in Table A-2. Each command includes several required arguments, which are described in Table A-3.

Each command should include arguments for the schema and field associated with each entry. For all commands except createEntry you must also include the AR entry ID parameter, which is the ticket ID returned when a ticket is created. Samples for each of these commands follow:

# createEntry <schema> <field># deleteEntry <schema> <entry># getEntry <schema> <entry> [<id>...]# setEntry <schema> <entry> <field> ...

The <schema> argument refers to the AR schema name you are mapping to.

◆ The <entry> argument refers to the AR entry ID (also referred to as the Field ID).

◆ The <field> argument is a triplet comprised of <id>, <type>, and <value>.

The values for these are defined in Table A-3.

Table A-2 sm_arclient commands

Command Description

listSchemas Prints all schema names in the AR server. This is helpful for verifying connectivity.

listEntries <schema name> Prints all entries in the given schema. Can be used to check your entry IDs.

createEntry Creates a Remedy ARS Ticket

deleteEntry Deletes a Remedy ARS Ticket

getEntry Writes a Remedy ARS Ticket to a standard output.

setEntry Updates one or more fields for a Remedy ARS Ticket

Table A-3 Description of <field> arguments

Field Description

id AR entry id <string>

type c - - CHAR

d - - DIARY

e - - ENUM

i - - INTEGER

n - - NULL

r - - REAL

t - - TIME

u - - ULONG

value Value of the field



Examples using sm_arclientThis section provides example options, commands, and arguments to the sm_arclient utility.

Example 1▼# ./sm_arclient -s <remedy_server> -u <username> -p <password>

createEntry "InCharge SAM Schema" 2 c "InCharge SA" 8 c "Router Down" 1042601004 c "Router" 1042601003 c "moto-gw"▲

Where:

◆ <remedy_server> -- the name of the Remedy AR system host

◆ <username> -- Remedy ARS user name

◆ <password> -- Remedy ARS user password

◆ createEntry -- the specific command for the AR action

◆ “InCharge SAM Schema” -- the AR System schema name

Using the InCharge SAM Schema, the entries created by the ID/Data type/Value triplets in the previous example are as follows:

• Field 2 (submitter) is “InCharge SA”

• Field 8 (short description) is “Router Down”

• Field 1042601004 (class name) is “Router”

• Field 1042601003 (instance name) is “moto-gw”

Note: The sm_arclient utility that interfaces with the Remedy ARS system uses field IDs for arguments. These examples substitute the field IDs with the actual parameters for readability.

Example 2Example 2 is the command to return a ticket ID (AR Entry ID) which is used to get or set one or more fields for this entry or to delete the entire entry. The ticket entry would be written to a standard output.

# ./sm_arclient -s <remedy_server> -u <username> -p <password> getEntry "InCharge SAM Schema" ticketidnnn

Example 3Example 3 is the command to use to delete a ticket entry from the Remedy AR server by naming the schema and the ticket ID number.

# ./sm_arclient -s <remedy_server> -u <username> -p <password> deleteEntry "InCharge SAME Schema" ticketidnnn

Mapping of Remedy Ticket Fields to Attributes B-1

B

This appendix provides the default mapping of Field IDs and Field Names defined in the Remedy ARS schema to Notification attributes for display in a Notification List of the Global Console.

The mapping is as follows:

1 Entry-Id

2 Submitter

3 Create-Date

4 Assigned-to

5 Last-modified-by

6 Modified-date

7 Status

8 Description

9 Long-Description

13 Severity

15 Status-History

1042601001 Problem-ID

1042601003 Class Name

1042601004 ObjectName

1042601005 Certainty

1042601006 Type

1042601007 Additional-Diagnosis

1042601008 Element Class Name

1042601009 ElementInstance Name

1042601010 Event Type

1042601011 Impact

1042601012 In Maintenance

1042601013 Cleared At

1042601014 Notified At

Mapping of RemedyTicket Fields to

Attributes

EMC Smarts Adapter for Remedy ARS User's GuideB-2

Mapping of Remedy Ticket Fields to Attributes

1042601015 Source Domain Name

1042601016 UserDefined1










Understanding the sm_edit Utility C-1

C

As part of the EMC Smarts deployment and configuration process, you need to modify certain files. User modifiable files include configuration files, rule set files, templates, and files (such as seed files, and security configuration files) that contain encrypted passwords. Original versions of these files are installed into appropriate subdirectories under the BASEDIR/smarts/ directory.

Examples:

• The original versions of the Global Manager configuration files on UNIX are installed to /opt/InCharge7/SAM/smarts/conf/ics

• The original versions of the Console configuration files on Windows are installed on C:\InCharge7\SAM\smarts\conf\console

Original versions of files should not be altered. If a file requires modification, it must be stored as a local copy of the file in BASEDIR/smarts/local or one of its subdirectories.

Examples:

• A modified ics.conf file on UNIX should be saved to /opt/InCharge7/SAM/smarts/local/conf/ics

• A modified properties.conf file on Windows should be saved to C:\InCharge7\SAM\smarts\local\conf\console.

Smarts software is designed to first search for user modifiable files in BASEDIR/smarts/local or one of its subdirectories. If a modified version of a file is not found in the local area, Smarts software then searches appropriate nonlocal directories.

To facilitate proper file editing, EMC Corporation provides the sm_edit utility with every Smarts product suite. When used to modify an original version of a file, this utility automatically creates a local copy of the file and places it in the appropriate location under BASEDIR/smarts/local. This ensures that the original version of the file remains unchanged. You can invoke sm_edit from the command line. Optionally, you can configure Windows so that sm_edit is automatically invoked when user-modifiable files are double-clicked in Windows Explorer.

To invoke the sm_edit utility from the command line, specify the path and the name of the file to edit under BASEDIR/smarts. If multiple Smarts products are running on the same host, invoke sm_edit from the bin directory of the product suite with the files to edit.

Understanding thesm_edit Utility

EMC Smarts Adapter for Remedy ARS User's GuideC-2

Understanding the sm_edit Utility

For example, to edit the configuration file for the Global Manager, invoke the sm_edit utility as follows:

# ./opt/InCharge7/SAM/smarts/bin>sm_edit conf/ics/ics.conf

In this example, the sm_edit utility automatically creates a local copy of the ics.conf file in the /opt/InCharge7/SAM/smarts/local/conf/ics directory and opens the file in a text editor. If a local version of the file already exists, the sm_edit utility opens the local version in a text editor. In addition, sm_edit creates any necessary subdirectories.

The EMC Smarts System Administration Guide provides additional information about the sm_edit utility.

EMC Smarts Adapter for Remedy ARS User's Guide i-1

AARTCPPORT variable 2-7ASL scripts

auto-action.asl 2-9auto-action.asl 2-9Automated tool

sm_adapter 2-9

BBASEDIR 3-v

Cconfiguring Remedy ARS Adapter

configuration files 2-3editing configuration files 2-3remedy-config file 2-3, 2-6, A-2, A-3sm_arclient A-2, A-4, A-5, A-6sm_arclient examples A-6

Iinstallation

requirements 2-2

RRemedy

remedy-config file 2-3, 2-6, A-2, A-3Remedy ARS

versions 2-2Remedy tools

IC_SAM_final.def 2-3remedy-closetkt 2-3remedy-config file 2-3, 2-6, A-2, A-3remedy-fields.txt 2-3remedy-gettkt 2-3remedy-opentkt 2-3

remedy-config file 2-3, 2-6, A-2, A-3parameters

AR_PASSWORD 2-6AR_SCHEMA 2-6AR_SERVER 2-6AR_USER 2-6

Rulesetsauto-action.asl 2-9

Ssm_adapter

running automated tools 2-9sm_arclient 2-2, A-2, A-4, A-5, A-6

commandscreateEntry A-5deleteEntry A-5getEntry A-5setEntry A-5

examples A-6field arguments

id A-5type A-5value A-5

optionslanguage A-4password A-4server A-4user A-4

versions 2-2sm_edit utility C-1SM_LIBPATH variable 2-7

TTools

Automatedsm_adapter 2-9

RemedyIC_SAM_final.def 2-3remedy-closetkt 2-3remedy-config file 2-3remedy-fields.txt 2-3remedy-gettkt 2-3remedy-opentkt 2-3

Trouble ticketInvoking tool 3-3

Vversions 2-2

Index

EMC Smarts Adapter for Remedy ARS User's Guidei-2

Index