Service Desk Cisco

  • View
    1.168

  • Download
    3

Embed Size (px)

DESCRIPTION

 

Text of Service Desk Cisco

  • 1. HP ServiceDesk 4.5 Connector User Guide for Network Compliance Manager CiscoWorks Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 Text Part Number: OL-11928-01
  • 2. HP ServiceDesk 4.5 Connector Users Guide THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R) HP ServiceDesk Connector 4.5 User Guide for Network Compliance Manager 2007 Cisco Systems, Inc. All rights reserved. 2
  • 3. HP ServiceDesk 4.5 Connector Users Guide Table of Contents Section I: Getting Started .................................................................................................. 4 Section II: Installation ........................................................................................................ 4 Step 1: Locate the NCM HP ServiceDesk Connector ................................................... 4 Step 2: Download WinZIP ............................................................................................. 4 Step 3: Unzip NCM HP ServiceDesk Connector Components ..................................... 4 Step 4: Customizing the Configuration File................................................................... 5 Step 5: Configuring and Moving Components .............................................................. 5 Step 6: Restart the NCM Management Engine............................................................. 6 Section III: Using the NCM HP ServiceDesk Connector ................................................... 6 Creating and Updating Tickets...................................................................................... 8 Appendix A: System Requirements ................................................................................ 12 License........................................................................................................................ 12 Device Support............................................................................................................ 12 Appendix B: Accessing NCM Documentation ................................................................. 13 Appendix C: Event Rule Variables .................................................................................. 14 Appendix D: Obtaining Documentation, Obtaining Support, and Security Guidelines ... 16 3
  • 4. HP ServiceDesk 4.5 Connector Users Guide Section I: Getting Started The CiscoWorks Network Compliance Manager (NCM) Hewlett Packards (HP) ServiceDesk Connector enables you to add NCM information into HP ServiceDesk incidents. You can: Create a new trouble ticket based on NCM events, tasks, and notifications. Update an existing trouble ticket with information from NCM devices, tasks, and events. This document includes information on how to integrate NCM with HP ServiceDesk. The term trouble ticket is used interchangeably with HP ServiceDesk Incident. Section II: Installation Step 1: Locate the NCM HP ServiceDesk Connector You should have received the NCM HP ServiceDesk Connector from Cisco. The NCM HP ServiceDesk Connector is named NCM_HPServiceDesk_connector.zip. The .zip file contains the following files: ticketing_hpservicedesk.rcx web-api.jar Step 2: Download WinZIP You will need to use a compress/decompress tool compatible with the ZIP format. Cisco recommends WinZIP. You can download an evaluation version at http://www.winzip.com. Step 3: Unzip NCM HP ServiceDesk Connector Components Use the unzip tool to uncompress the NCM HP ServiceDesk Connector components. Store them in a temporary location. To launch WinZIP, double click the connector ZIP from a Windows Explorer view. 4
  • 5. HP ServiceDesk 4.5 Connector Users Guide Step 4: Customizing the Configuration File Features that must be configured for the NCM HP ServiceDesk Connector to work properly are highlighted in bold text. Keep in mind that the file being customized is RENDITION_HOMEjreticketing-hpservicedesk.rcx. Feature Description ticketing/plugin/factoryClass Configures NCM for the correct ticketing system plug-in code. Do not change. ticketing/history/summary The title of the history record that is written by NCM. ticketing/hostname/default/ The hostname or IP address of the HP ServiceDesk server. ticketing/webui/enabled This must be true for the NCM user interface to open. Do not change. ticketing/user/ Configures the HP ServiceDesk user. ticketing/password/ Configures the HP ServiceDesk password. ticketing/incident/summary Text to use for HP ServiceDesk incident record created by NCM in the summary field. ticketing/incident/status Status for an HP ServiceDesk incident created by NCM. ticketing/incident/severity Severity status for an HP ServiceDesk incident created by NCM. ticketing/incident/priority Priority status for an HP ServiceDesk incident created by NCM. ticketing/incident/service Service Status for an HP ServiceDesk incident created by NCM. ticketing/incident/deadline Deadline Date for an HP ServiceDesk incident created by NCM. Step 5: Configuring and Moving Components Install the configuration file to directories on the NCM server that will integrate with HP ServiceDesk. Be sure to: Copy ticketing-hpservicedesk.rcx to RENDITION_HOMEjr