EMC Ionix ITA Adapter HP Service Manager and Service Center · 2020. 7. 14. · ) M O T I ( t s i L l e d o M t c e j b O T •I •Index Font conventions 3 • Bold format is used

EMC CorporationCorporate Headquarters:

Hopkinton, MA 01748-9103

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

EMC® Ionix™ ITA AdapterHP Service Manager and Service Center

Version 2.3

Installation and Configuration GuideP/N 300-010-281

REV A03

EMC

iv VERIONS 2.3 REV A03 300-010-281

Copyright © 2010 EMC Corporation. All rights reserved.Published June, 2010

EMC believes the information in this publication is accurate as of its publication date. The information issubject to change without notice.

THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” EMC CORPORATION MAKES NOREPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION INTHIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABIL-ITY OR FITNESS FOR A PARTICULAR PURPOSE.

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For the most up-to-date regulatory document for your product line, go to the Technical Documentationand Advisories section on EMC Powerlink.

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.

Table of Contents 2Preface xiAudience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiOrganization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiFont conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiRelated documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii

Introduction 13Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Integration Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Action Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Adapter Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15ITIL Services Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Supported ITIL Object Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Persistence Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Database Acquisition Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Buffer Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Notification Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Acquisition Push . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Acquisition–Event Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Notification Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Custom Parameters for Notification or Acquisition-Event Services . . . . 26

Operations Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Supported Methods 29Acquisition Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Polling Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Blocking Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Terminal Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30General Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Discovery Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

EMC IONIX IT AUTOMATOR ADAPTER HP SERVICE MANAGER AND SERVICE CENTER INSTALLATION AND CONFIGURATION

WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

System Configuration 33Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Recommended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Minimum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Supported Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Software Installation 35Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Configuring SSL Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Installing a License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Installing the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Start the Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Installing the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Installing the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Running the Adapter Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Executable Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Service Manager Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Installing Adapter Software - UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Installing the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Running the Adapter UNIX Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Manual Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Install the Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Framework Properties 77Properties Editor Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Starting the Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Using the Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Global Framework Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Acquisition monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Automated Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80HP Service Manager Framework Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Setting up the HPSM Environment 83Create an Adapter User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Create an Adapter ScriptLibrary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Create the Adapter Script Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Update SM Format Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Implementing Attachment Support for HP-SM and HP-SC . . . . . . . . . . . . . . . 88Supported Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Creating the Attachment Project with the Java Metalinks . . . . . . . . . . . . 91

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Custom Configuration 93Client Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Data Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Object Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93RESTful Client Acquisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Calling the RESTful Client Acquisition from curl . . . . . . . . . . . . . . . . . . . . . . 94SOAP Client Acquisition Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Extracting the Client-Object in the IDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Running on another port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Adapter High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Operations Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Acquisition Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Use the External Database for Multiple Adapters . . . . . . . . . . . . . . . . . . . . 98Adapter Failover Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Agent Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Java to Adapter Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Persistence Database Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Removing Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Reclaiming Unused Disk Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Connecting to the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Changing the Database Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Offloading the Acquisition Queue to an External Database . . . . . . . . . 102

Deploying Automator Projects 103Create a New Project from the IDE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Create New Metalinks for Operations and Acquisitions . . . . . . . . . . . . . . . . . . 107Create a Virtual Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Deploy the IDE Project to the Virtual Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Creating a Virtual Server from an Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Start the Metalinks on the Virtual Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Configuring Automator for Acquisition Push . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Using the URL Agent 127About the Adapter URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Python Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127URL Agent Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Shutting Down and Starting the Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . 128Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Running the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Example Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129URL Agent Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Running the Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Filter Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Example Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131


Managing the Adapter 135Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Connecting to the Adapter Java Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Starting the Java Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Management Beans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

com.iwave:name=Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137com.iwave:name=AcquisitionQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138com.iwave:name=FrameworkAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Maintenance and Troubleshooting 141Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Log Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Turning on Adapter Logging (Windows) . . . . . . . . . . . . . . . . . . . . . . . . . . . 141URL Agent Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Error Types and Meanings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Recoverable Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Permanent Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Global Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Re-Installing or Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . 146Re-installing the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Starting and Stopping the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Uninstalling the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . 147

IT Object Model (ITOM) 151

Index 161

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Preface 3This manual includes instructions on installing, configuring, and troubleshooting the EMC HP Service Manager and Service Center Adapter software.

Audience 3

This publication is written for the System Administrator or Engineer responsible for installing and configuring the EMC HP Service Manager and Service Center Adapter software.

Organization 3

This publication consists of the following chapters:• Introduction• Supported Methods• System Configuration• Software Installation• Framework Properties• Using the URL Agent• Custom Configuration• Deploying Automator Projects• Managing the Adapter• Maintenance and Troubleshooting• IT Object Model List (ITOM)• Index

Font conventions 3

• Bold format is used to identify dialog boxes and menu choices. For example: Start > Programs > IonixITA> adapters-2.3

• Courier fixed-width font is used for code elements (Java, HTML) as well as filenames and directories. For example:


install_root refers to the directory where the Adapter software is installed, for example

c:/Program files/install_root/Adapters

• Web addresses are displayed as hyperlinks. For example: http://www.EMC.com

Related documents 3

For more information on EMC software products, refer to the following manuals:• EMC Ionix IT Automator Installation and Configuration Guide - This

manual provides information on installing the EMC Ionix IT Automator Integrated Development Environment (IDE) and Server.

• EMC Ionix IT Automator Getting Started Guide - This manual provides a hands-on tutorial for novice users of the IDE. It provides step-by-step instructions for creating an EMC Ionix IT Automator application and deploying it to the Server.

• EMC Ionix IT Automator Server Management Console User Guide - This manual explains how to use the Ionix IT Automator Server and Management Console to manage the Ionix IT Automator.

• EMC Ionix IT Automator Monitoring Server Installation and Configuration Guide - This manual includes procedures for installing and configuring the EMC Ionix IT Automator Monitoring Server.

• EMC Ionix IT Automator Monitoring Server Console User Guide - This manual explains how to use the Monitoring Server Console to manage events from the Ionix IT Automator and Adapter. The manual includes descriptions of the user interface, charts, and logs available from the Monitoring Server console.

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1Chapter
Introduction 1
Topics covered in this chapter:• Introduction• Adapter Framework• ITIL Services Support• Supported ITIL Object Types• System Architecture• Persistence Database• Web Service Methods

Introduction 1

EMC provides two different types of Adapters:• Integration Adapters• Action Adapters

Integration Adapters

EMC provides a comprehensive library of IT Service Management (ITSM) integration Adapters. Integration Adapters enable the bi-directional exchange of Incident, Problem, Configuration, Change and Asset information between ITSM applications.

The ITSM applications include:• Service Desk Applications• Enterprise Management Systems• CMDB and Asset Management Systems• Database Management Systems

Figure 1-1 illustrates a high-level view of the end-to-end, bi-directional process. In this process, the new/modified Incident Record goes from the endpoint application to the remote vendor application.


INTRODUCTION

EMC provides for two-way integrations allowing this process flow to move in either direction. An Adapter is required on each endpoint as each application has a customized API. Integrations can be performed for multiple applications; integrations are not limited to two.

Figure 1-1 High-Level Integration Overview

Action Adapters

Action Adapters allow you to quickly create integration Adapters for ITSM applications without resorting to programming. EMC provides the following Action Adapters, which can be installed with other Integration Adapters:• Command Line Adapter• Reverse Proxy Adapter• SQL Proxy Adapter

Command Line Adapter

The Command Line Adapter allows remote execution of command line processes on the machine where the Adapter is installed. Commands can be executed using the Command Line Web Service.

Reverse Proxy Adapter

The Reverse Proxy Adapter can be used by customers who may need to put their service desk application on the public internet. The Reverse Proxy Adapter can be used to provide a layer of indirection between the Automator and the service desk. The proxy can provide security (HTTPS) and authentication (HTTP Basic Authentication) without needing to set up these configurations on the service desk.

SQL Proxy Adapter

The SQL Adapter allows remote execution of SQL queries on the Adapter system. This allows the Automator to effectively query a database that is only accessible through the public internet. The Adapter can secure the communication and provide the actual access to the database. To utlize the

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ADAPTER FRAMEWORK

SQL Proxy Adapter, you must configure the Adapter to point to the database you wish to use.

Adapter Framework 1

The EMC Adapter Framework is a Java 6 application. The Adapter Framework manages communication between the EMC Adapter and consumers (including EMC Automator). The EMC Adapter interfaces with the ITSM application’s API, and is therefore restricted by the limitations of that API. • For some ITSM applications, the EMC Adapter must run on the same machine

as the ITSM application itself. • For other ITSM applications that support remotable APIs, the Adapter may run

on a separate machine.

EMC IONIX IT AUTOMATOR ADAPTER HP SERVICE MANAGER AND SERVICE CENTER INSTALLATION AND

ITIL SERVICES SUPPORT

ITIL Services Support 1

EMC Adapters support the Information Technology Infrastructure Library (ITIL) service silos as illustrated in Figure 1-2. The ITIL is a set of best practice standards for Information Technology Service Management (ITSM) and has become the worldwide standard in service management.• Incident Management - needs configuration (CI) dependency information

and determines a correlation of incidents and creates a problem report.• Problem Management - needs all Incident reports related to a problem.

Determines the root cause and determines if an RFC needs to be created from specific CIs.

• Asset Management (Financial) - determines the following:— If a new CI needs to be added to the Configuration Management

system.— If an RFC is needed for the Change Management system.— If a Service Desk task needs to be created to provision and model the

new asset in the Configuration Management system.• Event Management - generates events and alerts.

Figure 1-2 EMC ITIL Service Silos and Objects

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SUPPORTED ITIL OBJECT TYPES

Supported ITIL Object Types 1

Each transaction record has an associated object type. This may either be a built in object type (i.e., Incident) or it may be a custom type. When an item is added into the Acquisition Queue, a specified object type or an object class is used:• If the object type is specified, then that type is used. • If no object type is specified, the type of the object class is used.

Note: Not all Adapters support all objects.

The EMC Adapter may include the following built in object types:• Incident Object - includes the Incident object in the Incident Management

Service silo. The primary difference between an Incident object and an ITObject object lies in the schema. The Incident has a predetermined schema allowing all adapters to map information into common predetermined data elements, whereas the ‘ITObject’ is completely generic and all data is stored as native data.

• Problem Object - includes the Problem object type for Problem Management.

• Change Object - includes the Change object type for Change Management. This object is also known as a Request for Change (RFC).

• CI Object - includes the CI (Configuration Item) object type for Configuration Management. This provides configuration information from a CMDB.

• Event Object – includes the Event object type for Event Management.• IT Object – includes the generic objects correlating back to the endpoint

application forms that may not have any relationship to the ITIL processes. ITObject Service are used in cases where customers have created their own representation of the Incident via custom forms or have developed custom forms representing data needed to integrate between applications.


SYSTEM ARCHITECTURE

System Architecture 1

The EMC Adapter translates information from an Endpoint Application for input into a remote vendor application (and vice versa). The translation process includes the following Adapter software components identified in Figure 1-3: • Persistence Database• Web Service Methods:

— Operations Service— Acquisition Service— Acquisition-Event Service— Notification Service

Figure 1-3 EMC Adapter System Architecture

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PERSISTENCE DATABASE

Persistence Database 1

The Persistence Database is an open source, relational Apache Derby database that holds transactions in the order that they are received. Once data is received, it is assigned a transaction number and stored in the Acquisition Queue. This is necessary to ensure that each application in the integration has proper data synchronization.

The Acquisition Queue consists of two areas: • Database Acquisition Queue• Buffer Queue

Database Acquisition Queue

Each time an incident is created, modified, or closed in the Endpoint Application, the change is captured as a transaction. This transaction data is stored in the Database Acquisition Queue, which is periodically polled by the EMC Automator. When polled, the transaction data is packaged into an XML document and sent to the Automator via HTTP/HTTPS. The Automator processes the transaction via its workflows and provides the data to the Operations Service of one or more remote Adapters to facilitate platform integration.

After the transaction is successfully processed, the Automator acknowledges the transaction in the queue, so it can be removed. The Automator can optionally acknowledge the transaction as errors based on workflow thresholds. Transactions acknowledged as “complete” or “errors” are no longer available when polled.

Buffer Queue

The Buffer Queue stores records on disk until there is room in the database for them. This allows the Adapter to perform more effectively with larger loads. Instead of records going into the database directly, they are stored to the filesystem when the number of database records exceeds the configuration option acquisition.bufferqueue.limit (default 200).

The Buffer Queue stores records waiting to be put in the database in the data/queue/buffer directory. When the buffer is active, it starts a background thread to push data into the database. Order of the records is maintained. The files in the directory should not be modified while the adapter is running.

This also provides a store-forward like capability for the Adapters similar to the agents. If the database is down, the Buffer Queue is also engaged


WEB SERVICE METHODS

Web Service Methods 1

EMC Adapters handle communication with the actual ITSM Endpoint Application. EMC Adapters provide a common set of Web Services methods:• Acquisition Service - acquire transaction information from the ITSM

applications.• Operational Service - create, update, or search and retrieve information

within the ITSM applications.

EMC Adapter Acquisition and Operational Services are consumed by processes running in the EMC Automator Server.

Notification Agent

The majority of the EMC Ionix IT Automator Adapters require an Agent to send notifications to the Adapter from the Endpoint Application.

The HP Service Manager and Service Center adapter uses the URL Agent to send notifications. For more information on the URL Agent, refer to “Using the URL Agent” on page 12-127.

Figure 1-4 Adapter Web Service Methods

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ACQUISITION SERVICE

Acquisition Service 1

The Acquisition Service provides access to objects that have changed in endpoint applications. All of the data is stored in a Persistence Queue. Acquisition is the process that allows the Adapter to react to the creation, modification, or closure of an incident and place that information into the Persistence Database queue. The EMC Automator polls the transactions from the Persistence Database queue. Then the Automator processes and sends the transactions to the target application(s).

The same Acquisition Service is used for all object types and polling can be restricted to certain object types. In high transaction environments or to get the best performance from the Persistence Queue, indexing should be turned on in the database.

Process Flow

Figure 1-5 displays a detailed architectural view and Acquisition process flow for the EMC Adapter. This process allows the EMC Automator Server to receive and manage transaction data stored in the Persistence Database queue.

The process consists of the following steps:1. The Automator sends a Transaction Management request to the Acquisition

Service.2. The Acquisition Service queries the Persistence Database queue for

transaction data.3. The Persistence Database sends the transaction back upstream to the

Automator.Figure 1-5 Acquisitions Process Flow


ACQUISITION SERVICE

Acquisition Push

The Acquisition Push mechanism provides lifecycle management of adapter queue transactions. It allows the workflow developer to write workflows to handle transactions only. The Acquisition Push mechanism handles the following functions: • Performs the polling operations. It polls in groups of 50 at a time, which it can

execute in parallel. Only one thread performs polling. • Allows a configurable number of threads to be used to process transactions. • Performs a complete operation when a workflow successfully executes. • Performs a retry if it cannot connect to automator or if there is an error. Has a

configurable number of retries (defaults to 60). If the retries count is exceeded, the transaction is put into a resolvable error state.

• Automatically notifies the Monitoring Server of errors that occur and logs the errors.

• Allows the workflow creator to optionally use blocking or error functionality manually. This allows for using this mechanism for simple processes but gives the full acquisition service capability where required.

• If Ionix IT Automator is detected to be down (planned or otherwise), the mechanism will wait for automator service to return rather than continually generating errors.

Terminology

• Buckets - The acquisition push mechanism uses the concept of 'buckets' to parallelize processing. A blocking key is the unique combination of 'serviceId', 'objectType' and 'objectId'. This is used as the criteria for blocking on the acquisition queue. The push mechanism takes results of a poll and breaks it up into separate groups known as buckets. One bucket is created for each blocking key in the poll. If all records are for unique IDs in the endpoint application, then each bucket will have only one record in it. All buckets can be processed independent of other buckets.

• Side Effects - The acquisition push mechanism analyzes the 'side effects' of processing. This will look at a transaction status and blocking to determine if it is safe to process other transactions in the same bucket. If it determines that there are side effects, then it will not do further processing on the same bucket. Side effects are determined as follows: Has no side effects: — Complete: Will not be present on the queue. Get will fail. — Error: Will not show as 'Blocked'. Has side effects: — Retry: Will show with transaction status of 'Poll'. — Resolvable Error: Will show as 'Blocked' — Blocked: Will show as 'Blocked'

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ACQUISITION SERVICE

Performance

This mechanism has been optimized to perform handling of adapter queue data the best. • It only uses a single thread for polling. This reduces the idle time load on the

adapters. One problem with Automator polling is having so many jobs continuously hitting the adapters with poll calls.

• Worker threads are used to perform simultaneous processing. Separate jobs do not need to fire on a repeat interval. When there is work in the queue to be done, it can keep all worker threads active.

• All adapter calls are handled internally and do not need to go over the wire (web services). Transactions are only pushed when they are to be run.

Acquisition–Event Service

The Acquisition-Event service is used for event mode Acquisition in conjunction with the Agent. This service receives an HTTP post on a specific URL.

The content of the post is in the format of the "Data" object. This data is mapped using a mapping script provided to the ITOM format and then is added to the acquisition queue.

Acquisition–Event Service Process Flow

Figure 1-6 illustrates the Acquisition–Event process flow for the Adapter. This process posts all the changed data to the Adapter.

The process consists of the following steps:1. The Endpoint Application sends record information to the Agent.2. The Agent sends the record information to the Acquisition-Event Service.3. The Acquisition-Event Service translates the record information into the IT

Object Model.4. The Object data is placed into the Persistence Database queue and is available

to the Acquisition Service.


ACQUISITION SERVICE

Figure 1-6 Acquisition – Event Process Flow

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ACQUISITION SERVICE

Notification Service

The Notification Service is a RESTful service that notifies the Adapter when a particular object in the Endpoint Application has been added or changed. The notification happens by performing a POST to a specific URL (configured with each Adapter) typically by the Adapter Agent. The Notification system uses the Operational Service's get method to retrieve the object and put it into the Acquisition Queue. The Notification Service may also pass the object type to the Acquisition Queue.

The ITObject can support multiple different object types from different forms. An optional parameter may be specified on the URL to the service that can indicate the object type. This is stored in an extra parameter in the Acquisition Queue called objectType.

For example, to specify the object type, use a URL in the following format:

http://localhost:9080/services/notification/{adapter}/itobject/{objectType}/{id}

Where:

• {adapter} = Adapter name. For the BEM Adapter, the object type is the BEM cell name.

• {objectType} = desired object type for the parameter (i.e., event)• {id} = the incident record ID

When the Notification Service performs the request to retrieve the data for the id, it uses the Operations Service. For the ITObjectService, a table parameter is required that defines the "form", "table", "object class" or "object type". This {objectType} specified on the URL is mapped to this table parameter in the service.

Process Flow

Figure 1-7 displays a detailed architectural view and Notification Service process flow for the EMC Ionix IT Automator Adapter. This process informs the Adapter when incidents are changed or created on the endpoint application.

The process consists of the following steps:1. The Endpoint Application sends a new or modified Incident Record ID to the

Adapter Agent.2. In response, the Agent sends the ID to the Adapter Notification Service.3. The Notification Service forwards the ID to the Operations Service.4. The Operations Service sends the ID and a “get” request to the API Interface.5. The Endpoint Application sends the ID in a “get” method call on the Endpoint

Application API. The API Interface receives the Endpoint Application response, which contains all of the Incident Record information.

6. The translated incident transaction data is placed into the Persistence Database queue.


ACQUISITION SERVICE

Figure 1-7 Detailed Adapter Architecture for Notification Services Flow

Custom Parameters for Notification or AcquisitionEvent Services

The following parameters can be added to the Notification or Acquisition-Event services to influence how a transaction is placed in the Acquisition Queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type. • iwave.request.type - This parameter sets the

TransactionRecord.requestType to the value specified. • iwave.real.objectId - This parameter if set the

TransactionRecord.objectId is set to the value specified. This is used to override the default that uses the actual object's identifier. This is useful when a staging form is used for the record but blocking is needed based on the real objectId.

• iwave.overrides.objectType - This parameter sets the TransactionRecord.objectType to the value specified. This is used to override the default that uses the actual object's type. This is useful to define partner's object types.

• iwave.overrides.serviceId - This parameter sets the TransactionRecord.serviceId to the value specified. This is used to override the default that uses the actual object's service identifier. This is useful to set custom partner IDs.

• iwave.create.date - This parameter sets the TransactionRecord.createDate to the value specified. This must be

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ACQUISITION SERVICE

in the XML date format as if the date-field is used however this must be a string-field for agent compability. The create date normally is set at the time the item enters the queue. This allows setting this date from the agent call.


OPERATIONS WEB SERVICE

Operations Web Service 1

An operation constitutes the process of pushing, getting, and finding data from a remote application. For example, when an incident is created, modified or closed in an application that is integrated with an endpoint application, the modified information is placed into the endpoint application. This operation effectively synchronizes an application’s data with its remote counterpart.

Process Flow

The process consists of the following steps:1. The Automator calls the Operations Service methods to interact with the

Endpoint application’s API.2. Operations Service translates the record information from the IT Object Model

to the Endpoint application’s native record format. The native record information is sent to the Endpoint application through the API.

3. The API Interface inserts the data into the Endpoint application.4. The results from the API are translated back into the IT Object Model and

returned from the web service call.Figure 1-8 Operations Process Flow

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2Chapter
Supported Methods 2
This section identifies the supported methods for the Adapter Web Services:• Acquisition Web Service Methods• Discovery Service

Acquisition Web Service Methods 2

The following services are made available to the EMC Automator through the EMC Adapter’s Acquisition Web Service:• Polling Methods• Blocking Methods• Terminal Methods• General Methods

WSDL

The Acquisition Services are used to access the Adapter acquired messages on a queue. The following is the WSDL URL for the Acquisition Service:

https://localhost:9443/services/AcquisitionService?wsdl

Polling Methods

While in the Acquisition Queue, transactions are assigned a polling status:• Poll - indicates the transaction has no related transactions that are Blocking

and it is available for polling. Related transactions are defined as those with the same objectType, serviceId and objectId (see the getRelated operation).

• Pending - indicates records that have been polled and are currently being processed.

• Error - indicates records that have been polled, processed and contain errors.


ACQUISITION WEB SERVICE METHODS

The following are the supported polling methods:• poll(objectType, maxResults) - Polls the acquisition service for

transactions with the given object type. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollAny(maxResults) - Polls the acquisition service for transactions. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollByService(serviceId, objectType, maxResults) - Polls the acquisition service for transactions with the given service ID and object type. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

Blocking Methods

A blocking transaction is a transaction that is currently being processed by an Automator instance. A blocking transaction record prevents other related records from being polled. Blocking Methods are used to identify if the transaction is blocking (TRUE) or non -blocking (FALSE). If the transaction is blocking, the blockType is identified as either Pending or Asynchronous.• block(id, message, blockType) - Sets the transaction as Blocking

and sets the blockType. Since polling automatically sets the blocking flag as TRUE, most of the time this method will just set the blocking type.

• unblock(id, message) - Sets the transaction as non-blocking. (Blocking = false)

Terminal Methods

Terminal Methods are called to signal the end of Automator processing on a record. • complete(id) - Acknowledges a transaction and deletes it. This used to be

called acknowledgeComplete. acknowledgeList will be removed as transactions are generally handled sequentially.

• retry(id, message) - Sets the status to Poll and unblocks the transaction. This can be used to resolve and retry errors or to retry something that was polled.

• resolvableError(id, message) - Sets the status to Error and ensures that the transaction is Blocking. This is used instead of acknowledgeError. The blocking is preserved to prevent data corruption. This block type is set to Error.

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• error(id, message) - Sets the status to error and unblocks. This is used for final errors that were never retried. By using this method, the user allows other related transactions to be processed. Use this method with caution.

General Methods

General Methods are called to get and return transaction and blocking results.• getBlocking(maxResults) - Gets all transactions in the Blocked state.• getBlockingFor(maxResults, blockType, seconds) - Gets all

transactions in the blocked state for a number of seconds. This can be used for auditing asynchronous transactions.

• getTransaction(id) - Gets the specified transaction.• count(id) - Returns the total count of available transactions and error

transactions in the Persistence Queue.• countErrors(id) - Gets the total number of records that are in the Error

state in the Acquisition Queue. Similar to count() but for errors.• getErrors(maxResults) - Gets all transactions with the Error Status.• getRelated(id) - Gets a list of all transactions that are related to this

transaction. Related transactions are defined as ones that have the same objectType, serviceId and objectId. This is useful to get any transactions that are related to a transaction that is blocking.


DISCOVERY SERVICE

Table 2-1 identifies the formats and descriptions of the method input variables.

Discovery Service 2

The discovery service allows you to see what web services are deployed on the adapters framework. This will list all adapter web services, Monitoring Server services and any RESTful HTTP services. The Discovery Service information can be accessed in two different ways:• through a SOAP Web Service• through a standard HTTP GET

WSDL

The following are the WSDL locations for the Discovery Service:• For SOAP:

https://localhost:9443/services/DiscoveryService?wsdl • For HTTP GET:

https://localhost:9443/services/discovery

Table 2-1 Acqusition Service Method Input Descriptions

Inputs Format Description

blocking boolean This is true if the record is blocking. This is done by the user calling the block operation or by a poll operation. A blocking record prevents other related records from being polled.

Valid values: TRUE, FALSE (default)

blocktype boolean This field defines the type, category, tag or state associated with the block.

Valid values: Pending, Asynchronous

id Integer Identifies the transaction ID.

maxResults Integer Identifies the maximum number of items to poll. (Default =1)

message String Text string identifying the method message.

objectType String Case sensitive ITIL Object Type (Incident or ITObject).

seconds Integer Identifies the number of seconds.

serviceId String Case sensitive Service ID.

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3Chapter
System Configuration 1
This chapter identifies the requirements for configuring the EMC Adapter solution and discusses the following topics:• Supported Operating Systems• System Requirements• Supported Databases

Supported Operating Systems 1

The Adapter software can be installed on the following operating systems:• Windows - NT4, 2000, XP, 2003 Server, 2008 Server• UNIX- Solaris 10 (Sparc), HP-UX 11 (Itanium), AIX• Linux - x86, x64, Kernel 2.6 (or higher)

System Requirements 1

Before you install the Adapter software, your Adapter server must meet the following system requirements.

Recommended

The following are the recommended system requirements for installing the EMC Adapter software:• CPU : Dual Core Processor running 2GHz or higher • RAM : 2 GB • Disk Space : 5 GB free disk space • Java Runtime Environment : JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.


SUPPORTED DATABASES

Minimum

The following are the minimum system requirements for installing the EMC Adapter software:• CPU: Pentium Class or Equivalent Processor or higher • RAM: 512 MB Free • Disk Space: 2 GB free disk space • Java Runtime Environment: JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.

Supported Databases 1

The EMC Adapter uses a relational Apache Derby database for the Persistence Queue. In addition to the Apache Derby database, the EMC Adapter supports the following external databases:• Oracle• DB2• Microsoft SQL Server

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4Chapter
Software Installation 4
Topics covered in this section:• Overview• Configuring SSL Communications• Installing a License File• Installing the Adapter Software - Windows• Running the Adapter Windows Service• Installing Adapter Software - UNIX• Running the Adapter UNIX Service• Manual Installation Procedures


OVERVIEW

Overview 4

Based on your EMC configuration, the following components may be installed (see Figure 4-1):• EMC Adapters – includes the Adapter software and license file.• EMC Adapter Agent (Optional) – includes the Adapter URL Agent software or

custom Agent.The Agent may be installed with the Adapter on the same server or on a separate server.

• License files – are provided by EMC Customer Support and must be installed in the appropriate directory.

• EMC Automator (Optional) – includes the Automator software and license file. The installation may also include the IDE software, which also requires a license.

Figure 4-1 Installation Components

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CONFIGURING SSL COMMUNICATIONS

Configuring SSL Communications 4

To configure SSL communications between the Automator and Adapter, complete the following steps.1. From the Adapter server, obtain a copy of the Adapter SSL Certificate. 2. Verify that there is not an existing or incorrect certificate already installed in

the Automator keystore.3. Copy the hostname.cer file to the Automator server.4. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to delete the existing certificate:"%JAVA_HOME%\bin\keytool" -delete -alias iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

5. Install the certificate into the Automator keystore.6. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to store the certificate:"%JAVA_HOME%\bin\keytool" -import -alias iwave -v -file iwave.cer -keypass iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

Figure 4-2 SSL Configuration


INSTALLING A LICENSE FILE

Installing a License File 4

When the Adapter software is purchased, a software license file (in XML format) is provided by EMC Customer Support. The license file identifies the following information for each Adapter server included in the EMC software configuration:• the types of Adapters that can be installed on the server• the Adapter software version• the expiry date for the Adapter software• the license key

During Adapter software installation, the user identifies the location of the license file. The installer then copies the license file from the original location to the following EMC Adapter installation directory:

install_root/adapters-2.3/conf

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INSTALLING THE ADAPTER SOFTWARE - WINDOWS

Installing the Adapter Software Windows 4

This section identifies the steps required for installing the EMC Adapter software.

Before You Begin

Before you install the EMC Adapter software, complete the following tasks:• Identify the location of the Adapter license file.• Close all Windows applications.• Determine the type of Agent you are installing (if any).• Determine which Adapter will be installed.• Determine on which server the Adapter and Agent software will be installed. .

Note: If the EMC Ionix IT Automator Adapter is installed on a different serverthan the HP Service Manager server and a firewall exists in between,the EMC Acquisition Event Service URL (http://localhost:8080/services/acquisition-event/hpsm/incident) must be accessible from the HPService Manager server.

Start the Installer

To install the EMC URL Agent and/or Adapter software, complete the following the steps:1. Access the location of the Adapter installer executable. Double-click the

setup-Adapter-winxx_2.3.exe file. 2. The Open File - Security Warning window displays. Click Run.3. The InstallAnywhere progress screen displays.Figure 4-3 Installer Progress Screen



4. The progress screen displays.Figure 4-4 Progress Screen

5. After the InstallAnywhere Wizard finishes loading, the EMC Adapters Installer Introduction screen displays. From this screen, select the Next button to continue.

Figure 4-5 Introduction Screen

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6. The Choose Install Set screen displays. From this screen, select the appropriate installation option. — For instructions on installing the URL Agent, refer to “Installing the

URL Agent”. — For instructions on installing your Adapter, refer to “Installing the

Adapter”.Figure 4-6 Choose Install Set



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Installing the URL Agent

HP Service Manager uses the Adapter URL Agent to communicate with the HP Service Manager adapter. The Adapter uses this agent to guarantee message delivery if the Adapter Aquisition Service is not available. When installing the URL Agent, the agent software must be installed on the same physical machine as the HP Service Manager server.

To install the URL Agent software, complete the following steps:1.From the Choose Install Set screen, select the URL Agent and corresponding

Python 2.6.1 for Windows install Set. Click Next. Figure 5-7 Install Set - URL Agent


2.The Choose Install Folder screen displays. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 5-8 Choose Install Folder Screen

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3.The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.—In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

—In an existing Program Group – includes a shortcut in an existing program group.

—In the Start Menu – includes the Adapter shortcut in the Start menu.—On the Desktop – creates an Adapter shortcut on the desktop.—In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.—Other – specify a custom directory location by selecting the Choose

button.—Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.—Create Icons for All Users – Select this option to create shortcuts for all

users configured on the server. The shortcuts are only added to the Start Menu and Desktop.


Figure 5-9 Choose Shortcut Folder Screen

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4.The Preparing to Install screen displays. Click Install.Figure 5-10 Preparing to Install


5.The Installing Adapters screen displays. This screen displays the progress of the URL Agent installation.

Figure 5-11 Installing the Adapter

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6.If you selected to have Python installed, the Python 2.6.1 Setup screen displays. Select one of the following options and click Next.—Install for users—Install just for me (not available for Windows Vista)

Figure 5-12Python Setup


7.The Select Destination Directory screen displays. Click the Up and New buttons to select a directory for the Python 2.6.1 files.The default directory is Python26. Click Next.

Figure 5-13Select a Destination Directory

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8.The Customize Python 2.6.1 screen displays. Click Next.Figure 5-14Customize Python 2.6.1


9.The Install Python 2.6.1 screen displays. When the installation completes, click Next.

Figure 5-15Install Python 2.6.1

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10.The Completing Python Installer screen displays. Click Finish button to complete the Python installation.

Figure 5-16Completing Python Installer


11.The Install Complete screen displays. Click Done to exit the installer.Figure 5-17 Install Complete

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Installing the Adapter

1. From the Choose Install Set screen, select the HP Service Manager and Service Center Adapter option. Click Next.

Figure 5-18 Choose Install Set Screen


2. The Choose Install Folder screen displays with the default installation folder. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 5-19 Choose Install Folder Screen

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3. The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.— In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

— In an existing Program Group – includes a shortcut in an existing program group.

— In the Start Menu – includes the Adapter shortcut in the Start menu.— On the Desktop – creates an Adapter shortcut on the desktop.— In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.— Other – specify a custom directory location by selecting the Choose

button.— Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.— Create Icons for All Users – Select this option to create shortcuts for

all users configured on the server. The shortcuts are only added to the Start Menu and Desktop.

Figure 5-20 Choose Shortcut Folder Screen


Note: If you choose not to create a menu shortcut, you can start the Adapterframework using the startAdapters.bat file. This file is located in theinstall_root\bin directory.

4. The Choose License File screen displays. From this screen, verify that the license file location identified in the Please Choose License File field, is correct. To change the license file location, select the Choose button and select the appropriate directory. Clik Next.

Figure 5-21 Choose License File Screen

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5. The Enable Security screen displays. On this screen, the Use HTTPS (port 9443) check box is selected by default. This option uses SSL for secure Web-based communications. To use standard unsecured HTTP Web-based communications, uncheck this box. Click Next.

Figure 5-22 Enable Security screen


6. The Web Service Authentication screen displays. From this screen, enter the Username and Password you want to use for authentication. You must enter the password twice for confirmation purposes. Click Next.

Figure 5-23 Web Services Authentication

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7. The Monitoring Server Configuration screen displays. Based on your Adapter configuration, determine the appropriate step to complete:— If you are monitoring the Adapter with the Monitoring Server and the

Monitoring Server is on a different host from the Adapter, select the Specify host for Monitoring Server checkbox. Identify the following information and click Next:– URL - identifies the URL location of the Monitoring Server.– Username - identifies the username for the Monitoring Server.– Password - identifies the password associated with the username.

— If you are not using a Monitoring Server or your Monitoring Server is running on the same server as the Adapter, leave the checkbox unchecked. Click Next.

Figure 5-24 Monitoring Server Configuration


8. The Pre-Installation Summary screen displays. Using the scroll bar, review the information before continuing the installation process.— If the the information is correct, click Next.— If the information is incorrect, click Previous and change the

configurations on the previous screen. Click Next when done.Figure 5-25 Pre-Installation Summary

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9. The Adapters Configuration screen displays. Click Next.Figure 5-26 Adapters Configuration


10. The HPSM Proxy Adapter Configuration screen displays. From this screen, provide the following information:— URL Path - This is the base URL to be removed when requests are

made to the target. This should always be /rproxy unless the name of the reverse proxy web application has been changed (by changing the directory name).

— Authentication Enabled - Indicates if HTTP Basic Authentication should be enabled to connect to the proxy. – Username - the core adapter framework username. If specified,

this username should be used with the password below as HTTP Basic Authentication to the target server.

– Password - the core adapter framework password. If the username is specified, this is the password used for HTTP Basic Authentication.

— Scheme - The scheme or protocol to be used to get to the target server. This should be http or https.

— Port - The port number to reach the target server. Example: 80 for default HTTP.

— Server - The server that all requests should be forwarded to that come to the proxy.

Figure 5-27 HPSM Proxy Adapter Configuration screen

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— URL Path - This is the base URL to be removed when requests are made to the target. This should always be /rproxy unless the name of the reverse proxy web application has been changed (by changing the directory name).

— Authentication Enabled - Indicates if HTTP Basic Authentication should be enabled to connect to the proxy. – Username - the core adapter framework username. If specified,

this username should be used with the password below as HTTP Basic Authentication to the target server.

– Password - the core adapter framework password. If the username is specified, this is the password used for HTTP Basic Authentication.

— Scheme - The scheme or protocol to be used to get to the target server. This should be http or https.

— Port - The port number to reach the target server. Example: 80 for default HTTP.

— Server - The server that all requests should be forwarded to that come to the proxy.


11. The Preparing to Install screen displays. Click Install.Figure 5-28 Preparing to Install

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12. The Installing Adapters screen displays. This screen displays the progress of the installation process. During this step, the Windows Service is installed and a keystore file is generated for SSL.

Figure 5-29 Installing the Adapter


13. The Start Service screen displays when the installation is complete. If you wish to start the service after the installation is complete, click Start Service After Install. This will automatically create indexes in the Derby database resulting in a more optimal performance when processing. Click Next.

Figure 5-30 Start Service

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14. If you did not select the Start Services option, the Derby Indexes screen displays as a reminder. After installation, you should start the Adapter service and run the runScipt.bat file with the indicated command. This will automatically create indexes in the Derby database resulting in a more optimal performance when processing. Creating indexes in the Derby database with this command only needs to be done the first time the Adapter service is started. Click Next.

Figure 5-31 Derby Indexes


15. The Install Complete screen displays. Click Done to exit the installer.Figure 5-32 Install Complete

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RUNNING THE ADAPTER WINDOWS SERVICE

Running the Adapter Windows Service 5

The Adapters Windows Service is automatically installed during the installation process and if selected, automatically started after installation is complete. From the Windows Start menu, shortcuts are provided for starting and stopping the Windows Service.• To start the Adapters Service, select Start>All

Programs>install_root>adapters-2.3>Start Adapters Service.• To stop the Adapters Service, select Start>All

Programs>install_root>adapters-2.3>Stop Adapters Service.

Executable Location

Two executables are provided for interacting with the Windows Service:• adapters.exe: The main executable that launches the service (if installed).• adaptersw.exe: The executable for starting the Service Manager application.

These files are located in the installation bin directory:install_root/bin

Service Manager Application

The Service Manager application is an applicaiton that allows you to configure options of the service such as turning on debugging. The service can also be started and stopped from this console.

To start the Manager application, double-click on the adaptersw.exe file. The Adapters Properties screen displays (see Figure 6-33).


RUNNING THE ADAPTER WINDOWS SERVICE

Figure 6-33 Adapters Properties - Services Manager Console

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INSTALLING ADAPTER SOFTWARE - UNIX

Installing Adapter Software UNIX 6

Before You Begin

Before installing the Adapters on the UNIX platform, you must complete the following tasks:• For UNIX platform:

— Install the Java Runtime Environment (JRE) 6 Update 11. — Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the Adapter.

• For both UNIX and Linux (optional):— Create an "admin" user for running the framework.

Installing the Software

To install the Adapter software on a UNIX platform, run the appropriate setup application from the Linux or Unix prompt.• Linux Installer: setup-Adapter-linux_2.3.bin• Other Unix Platforms: setup-Adapter-unix_2.3.bin

Running the Adapter UNIX Service 6

The bin/service.sh script starts and stops the framework as a service. A special file service.PID is created when the service is started. This is used to find the PID of the running service. Do not delete this file manually.

• Starting the service: ./service.sh start• Stopping the service: ./service.sh stop• Restarting the service: ./service.sh restart• Service Status: ./service.sh status

If you wish the service to start automatically at boot time, the following is a sample init.d script you can use to call the service.sh script:

#!/bin/shIWAVE_USER=adminIWAVE_SERVICE=/usr/IonixITA/adapters-2.3/bin/service.shsu - ${IWAVE_USER} -c "$IWAVE_SERVICE" $1


MANUAL INSTALLATION PROCEDURES

Manual Installation Procedures 6

If an installation is being performed on an unsupported operating system, the EMC Adapter can be installed manually without the installer.

Before You Begin

Before manually installing the Adapter softwre, you must complete the following tasks:• Ensure that you are installing on either a Windows or UNIX platform.• Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the EMC Adapter.

• An Adapter license file (license.xml) must be copied to the install_root\conf directory. If you do not have a license file for your Adapter, contact your EMC Sales Representative.

Install the Files

To install the files manually on a Windows or UNIX platform, complete the appropriate steps.

For Windows:

1. Contact EMC Customer Support and request a zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the zipped file.3. Unzip the file and place the extracted file(s) in any directory on any machine

with network access to the computer running the endpoint application.

Note: For Windows installations, there are no registry keys to edit. Thelocation of these files is referred to as %IonixITA_HOME%.

For UNIX and Linux:

1. Contact EMC Customer Support and request a tarred/zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the tarred/zipped file in binary format. Place the .zip file in the directory where you want the software installed. For example: /opt/EMC

3. Extract the files included in the zip file. This will create an adapters directory with several sub directoriesjar xfv adapter-2.3.zip

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4. Change to the adapters/conf directory. 5. Copy your license file to the conf directory. Ensure that the license file is

named license.xml.6. Change to the adapters/endpoints directory. Access the directory for

your endpoint adapter.7. Copy the endpoint-spring.xml file to the adapters/conf directory.8. Using the propertiesEditor.bat utility, modify the following parameters in the

framework.properties file.— framework.username

— framework.password

— endpoint.datasource.jdbc.url

— endpoint.datasource.jdbc.username

— endpoint.datasource.jdbc.password

9. Change to the adapters/bin directory10. Run the setup.bat script.

./setup.bat

11. Install the Adapter as a service. ./service.bat install

12. Start the adapters service.13. After a few seconds, change to the adapters/log directory and view the

framework.log file. At the bottom of the file, the log should indicate that the adapter framework has started.



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7Chapter
Framework Properties 1
During installation, the framework.properties file is installed in the conf directory. The framework.properties file includes configuration parametes for the Adapter Framework. Any parameters specified in this file are automatically recognized by the external (framework.xml) and internal (inside the framework jars) spring configurations. These parameters allow the base configuration to be used and only a few parameters should be changed.

The framework.properties file is in the standard Java Properties format. The file can be edited using a text editor or the properties in the file can be edited using the PropertiesEditor command.

The properties in the framework.properties file that are encrypted are shown in the format: "ENC;XXXXX" where XXXXX is the encrypted data.

Note: The Properties Editor tool is only capable of creating these propertiesand not reading them.

Properties Editor Tool 1

The Properties Editor is a tool used to edit configuration properties in the framework.properties file. This command allows encrypted parameters to be specified.

Starting the Tool

To start the Properties Editor tool, execute the following batch file or shell script from the command line:• For Windows: bin/propertiesEditor.bat

• For Unix: bin/propertiesEditor.sh


PARAMETERS

Using the Command

When entering the PropertiesEditor command, multiple options can be specified in a single invocation of the command.

Usage

PropertiesEditor [options] <target-file>

Options

-p <key>=<value> Sets a property with the key and value specified in plain text.

-e <key>=<value> Sets a property with the key and value specified in encrypted data.

-h <key>=<value> Sets a property with the key and value specified in SHA-1 Hashed format. This is used for framework passwords.

-m <file> Merges multiple properties from the file specified to the target file.

Examples

The following are examples of using the Properties Editor tool: • To set the framework username and password for authentication, enter the

following command:bin/propertiesEditor.bat -p framework.username=admin -h framework.password="Hashed String" conf/framework.properties

• To set the Adapter hostname, username and password, enter the following command:bin/propertiesEditor.bat -p adapter.host=hostname -p adapter.username=Demo -e adapter.password=password conf/framework.properties

Parameters 1

The framework.properties file includes two types of properties:• global framework properties• Adapter-specific properties

Global Framework Properties

These global framework properties are automatically configured for all Adapters.

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PARAMETERS

Framework Authentication

The following properties are used for the Web Services HTTP authentication:• framework.username - Username to log into our provided web services.• framework.password - Password to log into our provided web services.• framework.admin.password - Administrator password to restart the.

adapters over JMX.• framework.auth.enabled - If this is set to true, authentication will be

required. (Default: true)

Default base URLs to exposed services

The following properties configure the base URLs for the Adapter services:• services.url - Base URL for all adapter operations services (https://

${hostname}:9443/services).• client.url - Base URL for client acquisition service (https://

${hostname}:9443/services).• notification.url - Base URL for notifications (http://

${hostname}:9080/services/notification).• acquisitionevent.url - Base URL for acquisition events (http://

${hostname}:9080/services/acquisition-event).

DataSource Properties

The following properties can be modified to enable support for another database in addition to the Persistence database:• datasource.jdbc.driver – identifies the database driver (i.e.,

com.microsoft.sqlserver.jdbc.SQLServerDriver). • datasource.jdbc.url – identifies URL to the database (i.e.,

jdbc:sqlserver://hostname:1433;DatabaseName=testdb). • datasource.jdbc.username - identifies the username to log into the

database.• datasource.jdbc.password – identifies the password associated with

the database username. If required, the password can be encrypted.

Database Monitoring

The following properties can be modified to enable monitoring tasks on the database. Only one Adapter per database can have this enabled.• datasource.monitor.enabled - identifies if database monitoring is

enabled. (Default: true)


PARAMETERS

Acquisition monitoring

The Adapters automatically sends the adapter.acquisition.queuesize and adapter.acquisition.queuewait events to the iMS based on the health of the Adapter queue. The following parameters are used to configure Acquisition monitoring. • acquisition.monitor.enabled - identifies if Acqusition monitoring is

enableding. (Default: true)• acquisition.monitor.queue-threshold - identifies the number of

items allowed in the queue before the queuesize event is sent. (Default: 1000)

• acquisition.monitor.queue-wait-hours- identifies the number of hours an item must be on the queue before the queuewait event is sen (Default: 24)

Automated Alerts

If iMS is on a different host from the Adapter, the following configuration are updated to include the connection settings for the iMS.T hese parameters identify the location to send automated alerts. If you are using an iMS and it is installed on the same server as your Adapter, leave these parameters blank.• framework.events.url - identifies the iMS URL location to send events.• framework.events.username - identifies the iMS server username for

basic authentication.• framework.events.password - identifies the password associated with

the iMS username. The password can be encrypted.

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HP Service Manager Framework Properties

The HP Service Manager Adapter framework.properties file includes the following parameter:• hpsm.serviceId - Service identifier used to identify this adapter to

acquisition. (Default: HP Service Manager-701-01)

Figure 1-1 HP Service Manager framework.properties

## HP Service Manager Adapterhpsm.serviceId = HPSM-701-01


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9Chapter
Setting up the HPSM Environment 1
HP Service Manager must be configured so that the EMC Ionix IT Automator Adapter is notified whenever an HP Service Manager ticket is created or updated. The Service Manager Format Control is used to call a script. This creates a parameter file by using the ScriptLibrary which then calls the Agent.

To set up the HPSM environment, complete the following steps:• Create an Adapter User Account (optional)• Create an Adapter ScriptLibrary• Create the Adapter Script Panel• Update SM Format Control • Implementing Attachment Support for HP-SM and HP-SC

Create an Adapter User Account 1

The Acquisition Service works in event mode and does not need an account created on Service Manager. An Adapter account on Service Manager is required only when Adapter operations needs to access Service Manager via its Web Service API. If Web Service API access is required, the user account credentials are used to log onto the API.


CREATE AN ADAPTER SCRIPTLIBRARY

Create an Adapter ScriptLibrary 1

Service Manager ScriptLibrary is a function library written in Javascript that can be called from different locations within Service Manager. The Adapter needs to create such a library to be called by the Script Panel. Different Service Manager versions may have different menu layouts to access the ScriptLibrary. For version 7.01, complete the following tasks:1. From the client console, select Menu Navigation > Tailoring > ScriptLibrary

from the menu in the left pane to open the ScriptLibrary panel.2. Copy the script data from the template file iWaveServices.js located in

the directory endpoints/hpsm into the ScriptLibrary panel.Figure 1-1 HP Service Manager Client - Script Library

3. Click Add to create the library.4. Edit the script content to accommodate the actual environment and

requirements. Change or verify the following in the script:— Adapter logon user name, if SM Web Service API is used for Adapter

operations— URL Agent parameter file pathname:

– Acquisition Event Service URLhttp://localhost:8080/services/acquisition-event/hpsm/incident

– Adapter URL store local path

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– URL Agent log file name and level option– User specific fields exposure on SM table, if any

To guarantee delivery of transaction data, we recommend using the Store-Forward function, which is enabled by properly configuring the store locale path.

Create the Adapter Script Panel

A SM Script Panel is a cell of the SM RAD function panel that can be called from different locations within SM. The Adapter needs to create such a panel to be called by object Format Control. Different SM versions may have different menu layouts to open a Script Panel. For version 7.01, complete the following tasks:1. From the client console, select Menu Navigation > Tailoring > Scripts from

the menu in the left panel to open the Script Panel Definition panel.2. There are two tabs you must edit before clicking Add to create the RAD script

panel. Select the Pre RAD Statements tab.Figure 1-2 HP Service Manager Client - Script Panel Definition

3. The tab contains the following script: $L.command="C:\\install_root\\Adapters\\bin\\uniagt.exe;"+jscall("iWaveServices.iWavePost", $script)

Edit this script line to reflect the actual Adapter Universal Agent executable location. If you created ScriptLibrary with a library name other then AdapterServices, this is the location to accommodate that change.

4. Click the RAD tab.5. Unless you changed the variable name on the Pre RAD Statements tab, enter

the following data:



— Application: us.launch.external— Names: name— Values: $L.command

6. Click Add to create the script panel.Figure 1-3 Script Panel Definition

Update SM Format Control

The Adapter needs to update Format Control on probsummary to fire actions on ticket creation or updates. Different SM versions may have different menu layouts to open the Format Control maintenance window. For version 7.01:1. From the client console, select Menu Navigation > Tailoring > Format

Control from the menu to access the Format Control tab.2. Enter probsummary in the Name field, and click the Search button to display

the probsummary Format Control information. Make sure the Name field displays probsummary.

3. Click Subroutines to open the Subroutines tab.4. There may be already one or more subroutines defined there. Scroll down the

screen to the last empty entry and enter the following data shown in the illustration below.— Msg ID: true— Error Message: true— Names

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– file– name

— Values:$fileiWaveScript

— Application: script.execute5. Unless you entered a different script name in Create Adapter Script Panel,

step 2, there is nothing to edit if the name value matches the script name (iwaveScript).

6. Click Save.Figure 1-4 HP Service Manager Format Control


Implementing Attachment Support for HP-SM and HP-SC

Implementing Attachment Support for HPSM and HPSC 1

During installation of the HP-SM Adapter, a zip file is installed that includes a project with metalinks for supporting attachments. These files can be extracted to the IDE projects directory so that the Attachment methods can be utilized in HP-SM or HP-SC projects.

The AutomatorProject.zip file is located in the following directory:install_root/endpoints/hp-sm/attachment-support/AutomatorProject.zip

Supported Methods

The following methods are the supported for the Attachment operations:• list• get• create

list

Returns a list of the attachment names.

Table 1-1 list Parameters

Parameter Direction Type Description

incidentIdentifier (p1) INPUT string Identifier of the incident whose attachment names are returned.

endpointURL (p2) INPUT string The HP base service address: • For SC: http://hostname:13080/sc61server/ws

• For SM: http://hostname:13080/SM/7/ws

username (p3) INPUT string HP service login user name.

password (p4) INPUT string HP service login user password.

attachmentNames (p5) OUTPUT string array Returned name.

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get

Returns a list of the incidents with attachments

create

Creates a new attachment on an incident.

Table 1-2 get Parameters


incidentIdentifier (p1) INPUT string Identifier of the incident whose attachments are returned.

attachmentNames (p2) INOUT stringArray Attachment name array. • If provided, only attachment has name in the

array list will get returned.

• If not provided, then any attachment are returned.

endpointURL (p3) INPUT string The HP base service address: • For SC: http://hostname:13080/sc61server/

ws

• For SM: http://hostname:13080/SM/7/ws


password (p5) OUTPUT string HP service login user password.

attachments (p6) OUTPUT (complex) Returned incident attachment array.

Table 1-3 Create Parameters


incidentIdentifier (p1) INPUT string Identifier of the incident on which the attachment will be created.

attachment (p2) INOUT (complex) Attachment object to be created. The name, MIME type, and data are mandatory fields.

logDescription (p3) INPUT string A string message that would be added to the incident as a JournalUpdates (activity log) message. The metalink has default value ["iWave added attachment" + name] if not provided.

endpointURL (p4) INPUT string The HP base service address: • For SC: http://hostname:13080/sc61server/

ws

• For SM:http://hostname:13080/SM/7/ws




password (p6) INPUT string HP service login user password.

Table 1-3 Create Parameters


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Creating the Attachment Project with the Java Metalinks

To create the project with the Java metalinks and methods for Attachments:

1. Access the attachment-support directory. install_root/endpoints/hp-sm/attachment-support/AutomatorProject.zip

2. Extract the Automator Project files from the AutomatorProject.zip file to the IDE projects directory.

3. Start the Automator IDE. Select Start > All Programs > install_root > Tools > IDE > IDE

4. From the IDE, select File > Open Project. From the Open Project screen, select the HPSMAttachments project. Click OK.

Figure 1-5 Open Project

5. The HPSMAttachments project displays in the Projects tree. Expand the attachments Metalinks to list the available methods.



Figure 1-6 HPSMAttachments Project

6. The HPSC or HPSM Java Metalink can now be dragged to other projects.

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10Chapter
Custom Configuration 1
Topics covered in this section:• Client Acquisition Service• Adapter High Availability• Java to Adapter Integration• Persistence Database Management

Client Acquisition Service 1

The Client Acquisition service allows customers to leverage the EMC Acquisition Services with their data. Customer data can be added to the existing EMC Acquisition system. Processes in Automator can be configured to feed off of their data similar to the existing Adapter workflows. Two services are provided for getting data into the Acquisition Queue. Both provide the exact same features, but allow customers to choose the easiest integration point.

Data Format

The data must be provided in the following XML format:

<?xml version="1.0" encoding="UTF-8"?><client-object> </client-object>

Object Format

Schema for the client object (client-object.xsd):

<?xml version="1.0" encoding="UTF-8" standalone="yes"?><xs:schema version="1.0" xmlns:xs="http://www.w3.org/2001/XMLSchema">

<xs:element name="client-object" type="clientDefinedObject"/>


CLIENT ACQUISITION SERVICE

<xs:complexType name="clientDefinedObject" mixed="true"> <xs:sequence> <xs:any processContents="skip" namespace="##other" minOccurs="0" maxOccurs="unbounded"/> </xs:sequence> </xs:complexType></xs:schema>

To provide data to the acquisition queue, customers must always specify the serviceId and objectType along with the object data.• serviceId: Unique identifier of the service that placed this data here. This is

used to differentiate between different applications that push data into the queue.

• objectType: Unique type of the object. This should not be one of the built in types (Incident, Event, CI, RFC, ITObject). It can be any unique name to identify the customer's data.

The return for the service provides the ID of the transaction back to the client. This can be used to correlate the call with the transaction that appears in the queue.

RESTful Client Acquisition

For the Client Acquisition endpoint, HTTP POST to the following address:

https://localhost:9443/services/client-acquisition/{serviceId}/{objectType}:

Replace {serviceId} and {objectType} with the desired values.

• HTTP Basic Authentication is expected to authenticate the user.• If a problem occurs, and HTTP 500 (Internal Error) response code is returned,

the content of the response contains the error message. A HTTP 200 code indicates the request was processed normally. Any HTTP 4xx codes indicate some sort of client error.

Note: If you have a form with a ":" colon in it, use the ASCII Hex decimal with a"%" sign prefix to escape it in the Restful service URL.

Calling the RESTful Client Acquisition from curl

In order to call the RESTful Client Acquisition from curl, the URLAgent must be installed. Once the URL Agent is installed, complete the following tasks: 1. Create an XML file with the root node of the client-object.

<?xml version="1.0" encoding="UTF-8"?><client-object> </client-object>

2. From the command line, call the following command:

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python agent.py -l -v -x {filename} https://iwave:password@localhost:9443/services/client-acquisition/{serviceId}/{objectType}

3. An HTTP/1.1 200 OK response is sent and the data should be in the Acquisition Queue.

SOAP Client Acquisition Web Service

The following is the location of the SOAP Client Acquisition Service WSDL:https://localhost:9443/services/ClientAcquisitionService?wsdl

If an error occurs, a web service fault is thrown matching the framework exception com.iwave.acquisition.client.AcquisitionException.This exception contains a message with the details of the problem. HTTP Basic Authentication is expected to authenticate the user.

Extracting the ClientObject in the IDE

If you need to extract the client-object in the IDE, perform the following steps:1. Agree on a schema to use for pushing the data in and extracting the data. 2. Once you know the structure of the data that has been pushed in, create a

schema in the IDE and publish it to make it available as a variable type in your process.

3. For mapping this process, you need to pass the client-object through the XML Serialize and XML Deserialize object.

4. Once that is done, you can take the output and map it directly to the object created above. If you don't use the XML Serialize and XML Deserialize object, you will be getting a mapping error (objects have different content).

Running on another port

To run the Client Acquisition service from another port, you must modify the client-acquisition-spring.xml file. <XREF> identifies the spring configuration file for the client acquisition service. In this file, perform the following modifications:1. Replace the ${services.url} with the required URL and port number

(i.e., 9080).

Note: If you specify port 9443, you must use HTTPS in the URL.

2. If you need to disable authentication, delete the following three lines in the two places they occur.<jaxws:inInterceptors> <ref bean="securityInterceptor"/></jaxws:inInterceptors>



3. To start a second copy of the Acquisition Service, copy the modified file to the conf directory.

Figure 10-1 Spring Configuration

<beans xmlns="http://www.springframework.org/schema/beans" xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance xmlns:jaxws="http://cxf.apache.org/jaxws" xmlns:jaxrs="http://cxf.apache.org/jaxrs" xmlns:lang="http://www.springframework.org/schema/lang" xsi:schemaLocation=" http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd http://cxf.apache.org/jaxws http://cxf.apache.org/schemas/jaxws.xsd http://cxf.apache.org/jaxrs http://cxf.apache.org/schemas/jaxrs.xsd http://www.springframework.org/schema/lang http://www.springframework.org/schema/lang/spring-lang-2.0.xsd">

<bean id="clientAcquisitionService2" class="com.iwave.acquisition.client.ClientAcquisitionService"> <property name="queue" ref="acquisitionQueue"/></bean>

 <bean id="acquisitionExceptionProvider2" class="com.iwave.acquisition.client.AcquisitionExceptionMapper"/>

 <jaxws:endpoint id="clientAcquisitionServiceEndpoint2" implementor="#clientAcquisitionService2" implementorClass="com.iwave.acquisition.client.ClientAcquisitionService" address="${services.url}/ClientAcquisitionService2"> <jaxws:inInterceptors> <ref bean="securityInterceptor"/> </jaxws:inInterceptors> </jaxws:endpoint>

<jaxrs:server id="clientAcquisitionServiceRest2" address="${services.url}/client-acquisition2"> <jaxrs:inInterceptors> <ref bean="securityInterceptor"/> </jaxrs:inInterceptors> <jaxrs:serviceBeans> <ref bean="clientAcquisitionService2"/> </jaxrs:serviceBeans> <jaxrs:providers> <ref bean="acquisitionExceptionProvider2" /> </jaxrs:providers> </jaxrs:server></beans>

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ADAPTER HIGH AVAILABILITY

Adapter High Availability 10

The EMC Ionix IT Automator Adapter solution may be scaled to allow more Adapters in the network configuration. Adapter scaling may be performed for the following reasons:• to increase the number of transactions being processed• to provide high-availability (i.e., redundancy)• to handle additional simultaneous requests

Figure 10-2 provides an illustration of a network configuration with multiple Adapters utilizing an external Acquisition database.

Figure 10-2 Adapter Scaled Network Configuration

Operations Services Scaling

The Operations Web Services can be scaled easily. The operations are essentially stateless, allowing a second adapter to be installed on another system that can handle the operations. If the primary Adapter fails, workflows can be updated to switch to use a secondary Adapter’s operations services.

Acquisition Services Scaling

The Acquisition Services component of the Adapter architecture can be scaled by completing the following steps:1. Offload the Acquisition Queue to an external database.2. Use the external database with multiple Adapters.


ADAPTER HIGH AVAILABILITY

Use the External Database for Multiple Adapters

Each Acquisition Service is pulling from the same shared queue. A second adapter install can be used to handle additional acquisitions. Workflows can be updated to switch to the second adapter if the acquisition queue operations fail on the primary server.

Adapter Failover Infrastructure

Since it is difficult to add logic for Adapter failover within workflows, specific infrastructure must be implemented to handle Adapter failover. The following are options for implementing high-availability for the EMC Adapters:• Round-Robin DNS Server - A Round-Robin DNS can be used to allow a single

hostname to provide access to multiple IP addresses representing the multiple Adapter environments installed. With this configuration, if the primary Adapter server goes out-of-service, the DNS server can point users to the secondary Adapter server that is in-service.

• Highly Available HTTP Proxy Server - A highly available HTTP Proxy server can be used to forward requests between Adapters. When the primary Adapter server goes out-of-service, the HTTP proxy server should be able to forward requests to a secondary Adapter server that is in-service.

Agent Scaling

It is assumed that if the endpoint application is up and running, it should be able to invoke the Agent script running within that environment. The agent needs to only notify one acquisition adapter that is running. The reason is that the message only needs to be added to the queue once.

There are two options for this:• If the customer has a Round-Robin DNS or proxy set up that allows access to

any of the installed adapters that are running, this can be used from the agent. The agent would point to the single hostname. One of the adapters receives the request and add it only once to the queue.

• If multiple URLs are present on the agent command line, it makes the request to only one of them, the first available one. Store-forwarding is still provided but is only used if none of the services can be reached.

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JAVA TO ADAPTER INTEGRATION

Java to Adapter Integration 10

If a Java application must be used to push information into any of the Adapter RESTful web services, specific Java code must be used. Figure 10-3 includes a Java code sample used to perform an HTTP POST or GET with the EMC Adapter.

Prerequisites

In order to use this code, you need to download the Apache Commons HTTP Client version 3.1. The Commons HTTP Client can be downloaded from the following location:

http://hc.apache.org/downloads.cgi

From the Apache HttpComponents Downloads page, scroll down and select to download the Commons HttpClient 3.1. To use this client, you also need the following jar files:• commons-httpclient-3.1.jar • commons-codec-1.3.jar • commons-logging-1.1.1.jar


JAVA TO ADAPTER INTEGRATION

Figure 10-3 Sample Java code

package com.iwave.net;import java.io.IOException;import org.apache.commons.httpclient.HttpClient;import org.apache.commons.httpclient.HttpException;import org.apache.commons.httpclient.HttpStatus;import org.apache.commons.httpclient.methods.GetMethod;import org.apache.commons.httpclient.methods.PostMethod;import org.apache.commons.httpclient.methods.StringRequestEntity;/** * Example of making an HTTP GET or POST in Java. * * */public class SimpleHTTPClient { public String post(String url, String xml) throws HttpException, IOException { HttpClient client = new HttpClient(); PostMethod method = new PostMethod(url); try { if (xml != null) { method.setRequestEntity(new StringRequestEntity(xml, "text/xml" , "UTF-8")); } // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP POST method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); } finally { method.releaseConnection(); } } public String get(String url) throws HttpException, IOException { HttpClient client = new HttpClient(); GetMethod method = new GetMethod(url); try { // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP GET method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); }

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PERSISTENCE DATABASE MANAGEMENT

Persistence Database Management 10

This section discusses the following maintenance tasks that can be performed on the Persistence database.• Removing Transactions• Reclaiming Unused Disk Space• Connecting to the Database• Changing the Database Port Number• Offloading the Acquisition Queue to an External Database

Removing Transactions

The pruning service removes all transactions that are older than 7 days and are in the "Error" state from the Persistence database. The service runs every night at 3:00 a.m.

Reclaiming Unused Disk Space

After large amounts of data have been deleted or updated on the Derby database, a Derby table or index can contain unused space. By default, Derby does not return unused space to the operating system. However, Derby does provide a way to reclaim unused space in tables and associated indexes.

If you determine that a table and its indexes have a significant amount of unused space, use one of the following procedures to reclaim the space: • SYSCS_UTIL.SYSCS_COMPRESS_TABLE - is guaranteed to recover the

maximum amount of free space, at the cost of temporarily creating new tables and indexes before the statement in committed.

• SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE - attempts to reclaim space within the same table, but cannot guarantee it will recover all available space. This procedure uses no temporary files and moves rows around within the same table or index.

For more information, refer to the Apache Derby Administration Guide.

To reclaim space in the table and recreate the indexes, execute the following script from adapters/bin directory:

runScript.bat derbyMaint


PERSISTENCE DATABASE MANAGEMENT

Connecting to the Database

To connect to the Adapter Derby database over the network, use the Java driver derbyclient-10.4.2.0.jar. The following URL will connect to the Derby database running in the Adapter.

jdbc:derby://HOST:1528/persistence-db

Changing the Database Port Number

To change the port number of the database, modify the derby.drpa.portNumber in the system.properties file located in the conf directory.

Offloading the Acquisition Queue to an External Database

In addition to the Apache Derby database, the Acquisition Queue can be offloaded to an external database. To enable support for another database, complete the following steps:1. Download the JDBC driver for the required platform.2. Modify the following properties in the Adapter framework.properties

file:— datasource.jdbc.driver: identifies the database driver name

(i.e., com.microsoft.sqlserver.jdbc.SQLServerDriver).— datasource.jdbc.url: identifies the URL to the database

(i.e., jdbc:sqlserver://hostname:1433;DatabaseName=testdb).— datasource.jdbc.username: Username— datasource.jdbc.password: Password. This can be encrypted if

desired.3. Restart the Adapter.

For the database to be highly available, database clustering technologies should be used. Refer to the appropriate database documentation for more information.

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11Chapter
Deploying Automator Projects 1
Automator projects can be used to access the HP Service Manager and Service Center Adapter and process the data in the project workflows. In a production environment, Automator projects are deployed with an Automator Virtual Server and selected jobs are scheduled for execution. You can deploy an Automator project onto a virtual server from either an Automator project archive file or directly from the Automator IDE.

If you have an Automator IDE and want to use it to create new jobs, complete the following steps. Refer to the corresponding sections for more information.1. Create a New Project from the IDE.2. Create New Metalinks for Operations and Acquisitions - Based on the

WSDLs for the Adapter, you will create the specific Web Service Metalinks.3. Create a Virtual Server.4. Deploy the IDE Project to the Virtual Server.5. Start the Metalinks on the Virtual Server - The Service URL may need to be

changed based on the hostname required for the endpoint application.

If you have already built an archive project file, complete the following steps to load and deploy the archived file. Refer to the corresponding sections for more information.1. Creating a Virtual Server from an Archive2. Start the Metalinks on the Virtual Server

If you receive the job as an IDE Accelerator project, use the Automator IDE to open the project, customize it, and then deploy to the Virtual Server.

For more information on these procedures, refer to the Automator IDE User Guide and Automator Server Management Console User Guide.


CREATE A NEW PROJECT FROM THE IDE

Create a New Project from the IDE 1

To create a new project, complete the following steps:1. Open the EMC Automator IDE. The Projects tab is selected by default.

Figure 11-1 EMC Automator IDE

2. From the Automator IDE menu bar, click File > New…. to display the New Item screen with the General tab pre-selected.

Figure 11-2 New Item General

3. Click the Project icon to display the New Project dialog with no values entered.

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4. Enter the name of the new project in the Name field, for example, Remedy v7.1 Adapter.

Figure 11-3 New Project

5. Change the default directory (if applicable), enter your name in the Author field, and optionally enter a description in the Description field.

6. Click OK. The project is added to in the left pane of the Automator IDE screen.



Figure 11-4 Automator Project List

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CREATE NEW METALINKS FOR OPERATIONS AND ACQUISITIONS

Create New Metalinks for Operations and Acquisitions 11

When configuring the Automator to use the Adapter, specific Web Service metalinks must be created from the Automator IDE for the Adapter Operations and Acquisition Services. Create a Web Service Metalink for all the URLs listed for your Adapter.

For the HP-SM Adapter, add the following URLs:

— Acquisition Service– https://<hostname>:9443/services/AcquisitionService?wsdl

To create Web Services metalinks for Operations and Acquisitions:1. Go to File > New. The New Item screen displays. Select the Metalinks tab and

click on Web Service Metalink. Figure 11-5 New Item screen

2. On the Metalink Name screen, enter a name (required) and server package (optional). Click Next.



Figure 11-6 Specifying the Metalink name

3. The Metalink Description screen is displays. Enter the author's name and a description of the metalink. Both fields are optional. Click Next.

Figure 11-7 Enter the Metalink Description

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4. The WSDL File screen displays. Based on your Adapter’s list of URLs, enter the URL or the local path to the WSDL file for the Web Service this metalink will invoke. WSDL’s used should conform to the WS-I Basic Profile specification. Click Next.

Figure 11-8 WSDL File screen



5. The Service Port Select Page screen displays. From this screen, select the appropriate port type for your Adapter. In this example, only one port type was identified in the selected WSDL. Click Next.

Figure 11-9 Service Port Selection Page

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6. The Select a Method screen displays. By default, all methods are selected. You may deselect the operations that are not required. However, it is recommended to include all functions. Click Next.

Figure 11-10 Select a Method screen



7. The Web Service Information screen displays. From this screen, specify the following information and click Next:— Target URL - identifies the primary service URL. This field is automatically

populated after the WSDL is inspected. In the Target URL field,you can replace localhost with the host name of the server running the EMC Adapter.

— Secondary Target URL - Enter the URL to be used as a backup in case the primary service URL is unavailable.

Figure 11-11 Web Service Information

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8. The Client Authentication screen displays. Enter the authentication details you are invoking using the client certificate authentication. From this screen, specify the following information:— Enabled - Click this checkbox if the WebService has security enabled.— Type - Select the Basic Auth authentication type.— Username - Enter the username for the Web Service. This must be the

same user name specified during installation.— Password - Enter the password associated with the username. This must

be the same user name specified during installation.

Figure 11-12 Client Authentication screen


CREATE A VIRTUAL SERVER

9. The Method Type screen displays. This screen allows you to specify the method type as the initialization method, the termination method, or not assigned. For more information, see the Automator IDE User Guide. Select the default Do not assign option and click Finish.

Figure 11-13 Method type screen

10. The new metalink is added to the Metalinks tree in the Project Explorer. The method icon will vary depending on whether the method is designated for initialization, termination, or not assigned.

Create a Virtual Server 11

In order to run the Web service for the Automator, a virtual server must be created from the Management Console. A default virtual server with the name automator is automatically created during installation. To create a virtual server, complete the following tasks:1. Access the Automator Management Console. Select Start > All Programs >

install_root > Tools > Management Console

2. The Server Management Console window displays. From this window, enter the username and password: — Username: The default username is admin.— Password: The default password is admin.

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CREATE A VIRTUAL SERVER

Note: It is recommended that you change the default username and passwordimmediately after logging in.

Figure 11-14 Server Management Console - Login Screen

3. Enter your assigned Username and Password, and click Login. The Management Console screen displays the Virtual Servers Home page

Figure 11-15 Server Management Console - Virtual Server

4. Click the Create Virtual Server link (or select Create under the Virtual Servers heading in the left pane). The Management Console screen displays the Create Virtual Server page.


DEPLOY THE IDE PROJECT TO THE VIRTUAL SERVER

Figure 11-16 Create Virtual Server

5. In the New Virtual Server Name field, enter a unique name (starting with an alpha character). Click the CreateThe Management Console screen displays a successful virtual server creation message. The new virtual server (AutomatorVS) appears under Virtual Servers on the screen and in the left pane.

6. Click Start to start the virtual server.

Note: If you do not start the Virtual Server, projects will not deploy.

Deploy the IDE Project to the Virtual Server 11

To deploy the IDE project to the Virtual Server:1. Start the IDE. The IDE opens with the Project tab active.

Figure 11-17 IDE Main Screen

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2. Right-click the Project Name select Deploy from the pop-up menu to display the Deploy Wizard: Select Elements screen.

Figure 11-18 Select Elements to deploy

3. All the relevant components are already checked. Click Next to display the Select Destination screen.

Figure 11-19 Select Destination for Element Deployment



4. Accept the default selection of Virtual Server and click Next to display the Select a Virtual Server screen.

Figure 11-20 Select a Virtual Server

5. Click Add to open the Add a Virtual Server dialog.Figure 11-21 Add a Virtual Server

6. Enter the name for the virtual server in the Virtual Server field and click OK to redisplay the Select a Virtual Server screen with the virtual server.

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Figure 11-22 Select a Virtual Server

7. Click Finish. The project deploys to the virtual server.


CREATING A VIRTUAL SERVER FROM AN ARCHIVE

Creating a Virtual Server from an Archive 11

To create a virtual server from an archive:1. Log in as an Server administrator.2. From the Server Home page, click Create From Archive.Figure 11-23 Create Virtual Server From Archive

3. Enter or browse to the Virtual Server Archive File name and click Next. This displays the following page.

Figure 11-24 New Virtual Server Name

4. Enter a new name for the archived server and click on Finish to save your changes.

5. The Management Console returns to the Home page with an confirmation message that the server has been created.

Table 11-1 Create Virtual Server From Archive Field Descriptions

Field Description

New Virtual Server Name

Unique, alphanumeric string that starts with a letter and does not exceed 32 characters. Not case-sensitive, no underscores or hyphens.

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START THE METALINKS ON THE VIRTUAL SERVER

Start the Metalinks on the Virtual Server 11

To start the Metalinks on the Virtual Server:1. From the Server Management Console, click the server name (automator in

the example below) to display the Service Manage Distribution screen.Figure 11-25 Server Management Console

2. From the Repository menu, select the Metalinks option.Figure 11-26 Repository Menu



3. The Repository screen displays. Select the Web Service to deploy and click Deploy to Service Manager(s). You must repeat this process for each Web Service.

Figure 11-27 Repository Metalinks screen

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4. The Web Services Metalink: metalink_method_name screen displays. This screen displays all Metalink properties and methods for the Web Service. Verify the information that the information is correct. You may change the Service URL to the correct hostname. Scroll to the bottom of the screen and click Next.

Figure 11-28 Web Services Metalink Properties and Methods deployed to Service Manager



5. The Select Service Managers screen displays. Click Save. The Repository redisplays with a confirmation message.Metalink configuration saved successfully.

Figure 11-29 Web Services Metalink - Select Service Managers

6. Click the virtual server name (automator in our example) in the left pane to return to the Service Manager Distribution screen.

7. The Service Manager Distribution screen displays. From the Running field, change 0 to 1 and click Save. The page refreshes, showing the services as running; the red box icon turns to the green triangle icon.

Figure 11-30 Service Manager Distribution

8. Click Home in the left pane to display the home page.9. From the Virtual Server Home page, click Archive to save the virtual server.

This enables the Server application to load this virtual server automatically in its current operating state. The IDE is no longer needed.

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CONFIGURING AUTOMATOR FOR ACQUISITION PUSH

Configuring Automator for Acquisition Push 11

In order to call into Automator, the new RESTful API is used. As a prerequisite, the RESTful API must be installed on the (same or separate) adapters framework.

A process must be created in Automator to 'accept' a transactionRecord from the adapters. This process can be named whatever is desirable for the project. This process must take a single input parameter called transactionRecord. It must accept this in the schema defined by IT Object model.

Note: This is the true ITOM schema format and not necessarily what you willsee in Automator when using a web service. This means an Incidentfrom a push may not be able to be directly passed to an operations call.

The Acquisition Push mechanism needs to be configured with the URL of the process. A list of processes can be found by accessing the following URLS:• https://localhost:9443/services/automator/vs/automator• https://prime:9443/services/automator/vs/automator/processes/push.tests.push -

This can be considered for a test process. This URL needs to be used in the configuration. That process returns the following parameter information: <?xml version="1.0" encoding="UTF-8"?><parameters>

<parameter><defaultValue/><direction>input</direction><name>transactionRecord</name><required>false</required><type>#transactionRecord</type>

</parameter></parameters>


CONFIGURING AUTOMATOR FOR ACQUISITION PUSH

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12Chapter
Using the URL Agent 1
The chapter discusses the following topics:• About the Adapter URL Agent• Python Requirement• URL Agent Daemon• Logging• Running the URL Agent• URL Agent Filtering

About the Adapter URL Agent 1

If an Adapter does not require a specialized Agent, an EMC Ionix IT Automator Adapter URL Agent can be installed. The main function of the URL agent is to perform an HTTP GET or POST operations against the adapter. An external application could be used to perform these functions, but the URL Agent provides some capabilities that may not be readily available from another client.

The URL Agent includes the following capabilities:• Store-Forward Capability - This means that if the Adapter is not running or

there is a network outage, the transactions are stored in a local data file. These transactions are forwarded when the Adapter is available again.

• HTTPS and HTTP Basic Authentication - for secured communications and authentication.

• Retrying on Retryable Error Codes - The Adapter Framework will return an HTTP Status Code for different types of errors. The URL Agent provides retrying on retryable error codes from the Adapter.

Python Requirement 1

Python 2.6 is required for the URL Agent. During installation, if the URL Agent is selected, the Python software is automatically installed.


URL AGENT DAEMON

URL Agent Daemon 1

The Adapter URL Agent consists of two components: the agent and the agent daemon.

The URL Agent daemon is a lightweight process that runs in the background and makes requests to the Adapter(s). The URL Agent makes use of the Agent daemon background service. When started, the agent daemon provides ordered access to the adapter and to the store-forward data file. This daemon will remain running after the GET or POST operation is complete. It consumes minimal resources and allows future transactions to be executed much faster. Only one instance of the daemon is running at a time.

The agent uses TCP/IP port 50011 (by default) to communicate with the URL Agent daemon.

Shutting Down and Starting the Daemon

The Agent daemon is automatically started when the URL Agent is installed. If the daemon needs to be shutdown and restarted, enter the following commands:• To shutdown the agent daemon, enter the command:

agent.py –s

• To start the Agent daemon, enter the command:agent.py –d

Logging 1

All logging is performed by the Agent daemon. A single log file is used for all requests going out. Error messages are logged to the file in ../log/agent.log. By default, the logging is minimal. This is recommended for production usage. If there is a problem, verbose logging can be enabled by adding the -v flag on the command when the Agent daemon is started.

When enabling verbose logging, it is recommended to first shutdown the daemon and then start the daemon with verbose logging. To enable verbose logging, enter the following commands: • agent.py -s

• agent.py -d –v

If a request is made without using the agent daemon, the local option can be used. The agent daemon is not used or started when this option is used and store-forward is disabled. The following is a sample of using this option with verbose logging on.

agent.py -v -l http://localhost:9080/services/adapter

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RUNNING THE URL AGENT

Running the URL Agent 1

The URL Agent execution parameters are as follows:

Usage:

agent.py [options] url1 [alternate-urls ...]

Options:

-h, --help Shows this help message and exits. -a key=value Specifies an attribute in key=value format. -x XML_FILE, --xml-file=XML_FILE

Specifies the XML File that contains data to POST to the url.

-f ATTRS_FILE, --attrs-file=ATTRS_FILESpecifies the file that contains a list of key=value@$ attributes.

-e, --environment-variablesEach environment variable is taken as a key/value pair to pass as data.

-u USERNAME, --username=USERNAMEUsername for HTTP Basic Authentication.

-p PASSWORD, --password=PASSWORDPassword for HTTP Basic Authentication.

-r, --resubmit Resubmit all items from the dead queue back to the store (not available with the -l option).

-c, --clear Clears all items in the dead queue. (Not available with the -l option).

-v, --verbose Enables verbose logging for the agent daemon. -l, --local Do not attempt to use the agent daemon. The log file is

not created and store-forward is disabled. -d, --daemon Starts the agent daemon in the foreground. This

command does not return. -s, --shutdownShuts down the background agent daemon. Exits

immediately after shutdown.

Example Commands

The following are example commands for using the URL Agent:• To perform an HTTP GET to the URL, use the following command:

agent.py http://localhost:9080/services/adapter


URL Agent Filtering

• To perform an HTTP GET to the adapter in a fail-over environment, enter the command with two URLs:— If the first URL is not reachable, the second is tried. — If none are reachable, the store-forward mechanism is engaged. Only

one URL is notified.agent.py http://host1:9080/services/adapter http://host2:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload that has the key/value pair specified, enter the following command. The XML schema is the format understood by the adapters.agent.py -a key=value http://localhost:9080/services/adapter

The XML Format used by the adapters will look like this:

<?xml version="1.0" encoding="UTF-8"?><data> <string-field name="key">value</string-field></data>

• To perform an HTTP POST to the URL specified with an XML payload with the key/value pairs retrieved from a text file, enter the following command. The XML schema is the format understood by the adapters. The text file lines must be terminated in @$ to denote the end of a line (they can span multiple lines).agent.py -f /path/to/file http://localhost:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload using the file specified, enter the following command with the –x option: agent.py -x /path/to/file http://localhost:9080/services/adapter

URL Agent Filtering 1

Sometimes it is beneficial or necessary to filter out changes coming out of an endpoint application before they get to the workflow. By filtering early, it reduces the load on the Adapter system. Also, some things like the request type can only be determined at the endpoints. Often the endpoint can provide access to previous values of data as well as the current. This allows status changes to be detected and can allow a request type to be sent for the record.

The Adapter supports URL Agent filtering. The URL Agent filter identifies the changes that need to be performed before reaching the endpoint application. The filter is essentially a wrapper around the URL agent that provides the filtering mechanism.

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URL Agent Filtering

Using a filter script allows you to define configuration settings like the URL to use, basic auth parameters and logging options right within the script. This means that the command line call to the script will be very simple. This also makes it easier to run tests.

Running the Filter Script

An example URL Agent filter script (agent-filter.py) is installed with the URL Agent. The agent-filter.py file can be copied and customized for your solution. The script contains examples of options that can be changed. Modifying the filter requires minimal coding and some knowledge of Python.

To run the script, enter the following command:c:\install_root\adapters-2.2\agent\agent-filter.py

On Windows systems, you may need to use the command from an endpoint application. For example:c:\Python26\python c:\IonixITA\adapters-2.2\agent\agent-filter.py

Filter Parameters

All parameters for the URL Agent function (i.e.,. -v, -l, -s) can be used in the URL Agent filter. Attributes are included in the script to perform the specific filtering. The attributes available to the filter script are defined by the -a, -f or -e parameters to the script.

The following parameters can be added to the Notification or Acquisition-Event services to influence how this transaction is placed in the queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type.

Example Filter Script

Figure 12-1 identifies the exammple URL Agent Filter.


URL Agent Filtering

Figure 12-1 Example URL Agent Filter Script (page 1 of 3)

#!/usr/bin/env python## Example Usage: # agent-filter.py -a REMOVE_ME=abc -a Status=InProgress -a OldStatus=Updated -a MUST_HAVE=true -a SEND=true -a Partner=abc -a ID=123

from multiprocessing import freeze_supportimport agent

class FilteredAgent(agent.FilteredAgentMixin):# Pre-configured URLs to send the requests to. # This can be comma separated in the brackets urls = ['http://localhost:9080/services/notification/remedy/%s/%s']

def init(self):### Examples of setting URL Agent options (Overrides)

# Override Basic Authentication username and password. # Uncomment these to enable#self.options.username = 'user'#self.options.password = 'pass'

# Override verbose loggingself.options.verbose = True

# Override local/background agent. True means local, # False means background and uses store-forwardself.options.local = True

# If no code is in this method you need this line#pass

def filter_attributes(self, attributes):"""should_filter_out(self)

This method call is used to filter out calls to the agent. If thismethod returns True, then the call will not be sent on. This usefulto filter out calls that do not need to be processed even though theagent is fired."""

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URL Agent Filtering


### Examples of modifying attributes

# Example: Removing an attribute from being sentif 'REMOVE_ME' in attributes:

del attributes['REMOVE_ME']# Example: Setting override object type attributes['iwave.overrides.objectType'] = 'CustomIncident'

# Example: Setting override service ID based on Partner field(static)if 'Partner' in attributes:if attributes['Partner'] == 'ABC':attributes['iwave.overrides.serviceId'] = 'RemedyABC'# Example: Setting override service ID based on Partner field#(dynamic) This will produce a serviceId of 'Remedy{P}' when the#'Partner' field is '{P}'else:attributes['iwave.overrides.serviceId'] = 'Remedy%s' % attributes['Partner']

# Example: Setting the request Type based on a status changeif attributes['Status'] != attributes['OldStatus']:if attributes['Status'] == 'InProgress':attributes['iwave.request.type'] = 'ChangeApproved'elif attributes['Status'] == 'Cancelled':attributes['iwave.request.type'] = 'ChangeRejected'else:attributes['iwave.request.type'] = 'Unknown'

# Example: Sets the create date based on the 'date' attribute# specified using the format specified. Formatting options are# available# here: http://docs.python.org/library/time.html#time.strftimeself.create_date_from_attr('date', "%Y-%m-%d %H:%M:%S")

# Example: Sets the create date from the current time on this# system. The time is always sent as UTC.#self.create_date_from_now()

### Logging

# This piece of code will print out each attribute to the log fileself.agent.log_debug('Agent Filter Called with Attributes: %s' %attributes)

# Logging can also be done to info using:#self.agent.log_info('Some informational message')


URL Agent Filtering


### Replacing URL placeholders

# This replaces any %s placeholders in the URLs with the values# specifiedself.replace_url_placeholders(('incident', attributes["ID"]))

### Examples of filtering out calls### Returning True indicates not to send the call to the adapter### Returning False indicates to send the call to the adapter

# Example: Filters out everything that does not have theattribute "MUST_HAVE"if 'MUST_HAVE' not in attributes:self.agent.log_debug('MUST_HAVE attribute not present.Filtering out')return True

# Example: Filters out anything that does not have the "SEND"attribute # or it is not "true"if 'SEND' not in attributes or attributes['SEND'] != 'true':self.agent.log_debug('SEND attribute not present. Filteringout')return True

# Example: Filters out anything that does not have a change between the# two attributes 'Status' and 'OldStatus'. if attributes['Status'] == attributes['OldStatus']:self.agent.log_debug('Status not changed. Filtering out')return Truereturn False

if __name__ == '__main__':freeze_support()FilteredAgent().run()

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13Chapter
Managing the Adapter 13
In order to manage the EMC Adapters, the Java Console application may be installed on your workstation. The Java Console graphical user interface is a management tool that complies to the Java Management Extensions (JMX) specification. Java Console uses the Java Virtual Machine (Java VM) to provide information about the performance and resource consumption of the Adapters installed in your network.

This application allows you to perform the following functions:• list the names of the Adapters that are licensed and loaded• provide the status of the endpoint applications• restart all Adapters• provide a status of items in the Acquisition Queue

Note: For information on monitoring Events that are generated on the EMCAdapter and Automator, refer to the “EMC Monitoring ServerInstallation and Configuration Guide”.


PREREQUISITES

Figure 13-1 Jconsole – List Adapters

Prerequisites 13

In order to use the Java console to manage the Adapter services, the following tasks must be completed:• The Adapter software must be installed on your computer.• The following Java Development Kit (JDK) package must be installed on your

computer:Java JDK1.6.0

Connecting to the Adapter Java Process 13

There are two ways you can connect to the Adapter Java process: • Connect to the local JMX instance. By default, JMX is not available for remote

connection. Java allows you to connect to a Java process running as the same user using the jconsole.

• JMX can be enabled in the process itself for remote access. Remote access can make use of SSL and authentication. setEnv – Enable JMX monitoring in

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STARTING THE JAVA CONSOLE

setEnv20 identifies the Java properties that can be set to enable JMX without any security or authentication. These properties are included in the setEnv.bat/.sh file, which is located in the install_root\adapters-2.3\bin directory. The JMX monitoring properties are disabled by default. To enable JMX monitoring, delete the rem comment from the setEnv file. PORT can be replaced with any port name that is desired. — -Dcom.sun.management.jmxremote.port=PORT

-Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false

Figure 13-2 setEnv – Enable JMX monitoring in setEnv

Starting the Java Console 13

The Java Console is started by the jconsole executable. This executable can be found in the JDK_HOME/bin directory, where JDK_HOME is the directory in which the JDK software is installed. If this directory is in your system path, you can start the Java Console by typing jconsole in a command (shell) prompt. Otherwise, you have to type the full path to the executable file.

Management Beans 13

The following Adapter management beans can be used through JMX to manage the Adapter:• com.iwave:name=Adapters • com.iwave:name=AcquisitionQueue • com.iwave:name=FrameworkAdmin

com.iwave:name=Adapters

The Adapters Management bean allows the user to see which Adapters are loaded and the status of the endpoint applications.

Methods

The following Methods are supported for the Adapter Management bean:• listAdapterNames() - Gives a list of the names of the adapters that are

licensed and loaded.


MANAGEMENT BEANS

• getEndpointStatus(endpointName) - Gives the status of an adapter. The supplied parameter endpointName should be one of the values returned from listAdapterNames(). Possible values for endpoint status are: — Unknown - Indicates that this adapter does not support the status

check. Currently the only adapters that support this operation are BMC Remedy and CA-USD.

— Available - Indicates that the endpoint application is running and responds to a simple command.

• NotAvailable - Indicates that the endpoint application cannot be reached or fails to respond to a simple command.

com.iwave:name=AcquisitionQueue

The Acquisition Management bean allows the user to see the status of the Acquisition Queue without directly querying the database.

Methods

The following Methods are supported for the Acquisition Queue bean:• countErrors(serviceId, objectType) - Gives a count of the items

on the queue in the Error state. This is the same as the acquisition service countErrors() method.

• countPoll(serviceId, objectType) - Gives a count of the items on the queue in the Poll state. This is the same as the acquisition service count() method.

• countBlocked(serviceId, objectType) - Gives a count of the items on the queue in the Blocked state.

• countTotal(serviceId, objectType) - Gives a count of all of the items on the queue regardless of state.

• queueWaitingTime() - Gets the queue waiting time for the top item on the persistence queue. The date of the first transaction is returned. This can give an idea of when the last transaction was processed and if the queue processor is stalled.

Each of the count methods take parameters of the serviceId and objectType. These must be valid serviceId and objectType or part of a word. % is a valid wildcard. If no objectType and serviceId are specified, the default will be to query all.

Note: The Acquisition Management Service is also exposed as a web service.The following is the WSDL for the Acquisition Management Service:

https://localhost:9443/services/AcquisitionManagementService?wsdl

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MANAGEMENT BEANS

com.iwave:name=FrameworkAdmin

The Framework Administration bean allows administration tasks to be performed on the Adapters.

Methods

The following Methods are supported for the Adapter Management bean:• restart(password) - Restarts the adapters. All services are shutdown,

configuration files reloaded and the services restarted. A parameter of the admin password is required.

• framework.admin.password - This is the new setting in framework.properties that contains the admin password hash. The default value for this password is adminpw. If the JMX service will be enabled, this password should be changed from the default.


MANAGEMENT BEANS

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14Chapter
Maintenance and Troubleshooting 14
This chapter covers the following topics pertaining to themaintenance and troubleshooting of the EMC Adapter software.• Logging• Error Types and Meanings• Re-Installing or Uninstalling the Windows Service• Starting and Stopping the Adapter• Uninstalling the Adapter Software - Windows

Logging 14

Logging is provided for both the Adapter Framework and the URL Agent. Before logs can be generated, logging must be turned on and the amount of details specified.

Log Location

Based on the operating system, the EMC Adapter stores logs in following directories:• For Windows: C:\install_root\adapters\log

• For UNIX : /opt/install_root/adapters/log

Turning on Adapter Logging (Windows)

To turn on Adapter Windows logging, you must edit the log4j.properties file.1. From Windows Explorer, navigate to the conf directory:

C:\install_root\Adapters\conf2. Right-click log4j.properties file and click Open on the pop-up menu. If

this is the first time you have opened the properties file, Windows displays the following dialog:


LOGGING

Figure 14-1 Windows Unknown File Type

3. Click Select the program from a list option and click OK.4. From the Open With List, select Notepad. Select Always use the selected

program to open this kind of file and click OK to open Notepad.5. In the log4jproperties file, find the Production Environment

Configuration section and the line: log4j.rootLogger=INFO,File,ErrorAppender

6. Replace the word INFO with DEBUG.7. Find the line: log4j.logger.com.iwave=INFO8. Replace the word INFO with DEBUG. The log4j.properties file should look

like the file identified in Figure 14-2.9. From the menu, select File > Save to save the changes.10. From the menu, select File > Exit to close the file.

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LOGGING

Figure 14-2 log4j.properties File


ERROR TYPES AND MEANINGS

URL Agent Logging

When specifying logging configurations for the URL Agent, use the -v parameter with the agent.py command. This parameter specifies how much detail will be included in the log. When operating in a normal production environment, the log level will normally be set low to save processor time and disk space. • If the log level is too low, it may not provide enough information. • If an issue is suspected with URL Agent connection to the notification service,

increase the log level.

Error Types and Meanings 14

The URL Agent and EMC Adapter generates their own errors. Several types of errors can occur when several complex software applications interact. This complexity is expanded when considering that the applications may be communicating over vast distances (via the Internet) and that they are typically asynchronous.

The following types of errors that may occur when using the EMC Adapter:• Recoverable• Permanent• Global Errors

Recoverable Errors

Recoverable errors go away in time without involving any particular change to the EMC configuration or the endpoint application. For instance, if the EMC URL Agent attempts to send an event notification to the EMC Adapter and the connection is down, the Agent continues sending the notification until the connection is restored. In this case, there is an error message in the log, but no action needs to be performed to return the Adapter to service. The Adapter is returned to service automatically.

Permanent Errors

Permanent errors cannot be recovered automatically and require some form or corrective interaction. For example, if the EMC user for the endpoint application does not have a high enough privilege to open a new incident, the attempt fails. No matter how many times the EMC user attempts to open a new Incident, the action continues to fail until the user account is modified to allow the action.

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ERROR TYPES AND MEANINGS

Global Errors

An error can thrown from either the Adapter, Automator or Integration workflow. Some of these errors are results of errant configurations such as an incorrect workflow assumption, incorrect URL, or a bad SSL configuration. Other errors could result from an error in the software itself.

Adapter Errors

The table below indicates errors that can occur in the EMC Adapter. These errors can be generated by either the Acquisition or Operations Services.

URL Agent/Notification Service Errors

The table below indicates errors that can appear in the URL Agent logs.

Table 14-1 Adapter errors

Error Cause

AcquisitionException A problem occurred while trying to retrieve a transaction from the adapter.

ObjectNotFoundException Occurs when the object requested on a get, update, or remove operation is not found

UnsupportedOperationException The method used on the adapter is not supported by the adapter.

OperationsException Typically a recoverable error such as connectivity issues

NonRecoverableOperationsException

Permanent error condition.

Table 14-2 URL Agent / Notification Service Errors

Error Cause

HTTP-503: Service Unavailable Most likely either the Form name or Incident ID are invalid on the command line call to the URL Agent.

HTTP-50x: Internal Server Error An unexpected error occurred. Consult the log files.

HTTP-404: Not found An incorrect URL was entered or the host name is incorrect.


https://integratorng-trac.cvsdude.com/integratorng/wiki/AcquisitionException

RE-INSTALLING OR UNINSTALLING THE WINDOWS SERVICE

ReInstalling or Uninstalling the Windows Service 14

If the Windows Service needs to be re-installed or un-installed, complete the following steps:

Reinstalling the Windows Service

To re-install the Windows Service:

1. Access the bin directory:install_root/adapters-2.3/bin

2. Run the installation script.service.bat install

Uninstalling the Windows Service

To uninstall the Windows Service:

1. Access the bin directory:install_root/adapters-2.3/bin

2. Run the un-install script.service.bat uninstall

Starting and Stopping the Adapter 14

If the Windows Service has been uninstalled and the Adapter needs to be started, the startAdapters.bat file is included in the following directory:

install_root/adapters-2.3/bin/startAdapters.bat

This command starts the Adapter framework with a command window. To stop the Adapter framework, close the command window.

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UNINSTALLING THE ADAPTER SOFTWARE - WINDOWS

Uninstalling the Adapter Software Windows 14

To uninstall the EMC Adapter software, complete the following tasks:1. From the Start menu, select the Uninstall Adapters option.2. The Uninstall EMC Adapters Introduction screen displays. From this screen,

click Uninstall.Figure 14-3 Uninstall Introduction



3. The Uninstaller begins to remove features associated with the installed Adapter. It then uninstalls the EMC Adapter files, shortcut, LaunchAnywhere features, folders, and registry.

Figure 14-4 Uninstall In Progress

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4. The Uninstallation Complete screen displays. The files that were not installed may be displayed on the screen. These files must be removed manually. Click Done.

Figure 14-5 Uninstallation complete



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15Chapter
IT Object Model (ITOM) 1
Table 1-1 identifies the Incident mappings for the HP-SM Adapter. In this table, fields highlighted in yellow are exposed by SM Web Service API.


VERSION 2.3 REV A03 300-010-281

el) SM Name

number

ption brief.description

cription action

tus problem.status

t initial.impact

aps ncy to

Severity. stency , we map gency.)

severity

user.priority

152

Table 1-1 ITOM Incident Mapping for HP-SM

Name Description Type Name (Lab

Base.Identifier The unique identifier for an Incident Report (Incident ID)

xs:string IncidentID

Base.Summary Summary of the Incident xs:string BriefDescri

Description Detailed description of the Incident xs:string IncidentDes

Status The status of the incident xs:string IMTicketSta

Impact Assessment of Impact xs:string InitialImpac

Severity The severity of the incident xs:string

Urgency The urgency (severity) of the incident

xs:string Urgency(Note: SM mscreen UrgeDB and WSTo be consiwith screenit back to ur

Priority Priority of Incident xs:string UserPriority

Weight Weight assigned to the incident xs:integer

Classification Incident Classification Information

Classification

Classification.Company Incident Company xs:string

Classification.ServiceType Incident Service Type xs:string

Classification.ReportedSource Reported Source xs:string

—sheet 1 of 9—

GUIDE 153

category

y subcategory

er manufacturer

customer

company

tName first.name

el) SM Name


Classification.ReportedDate Date Incident was Reported xs:datetime

Classification.Operational Operational Categorization Operational

Classification.Operational.Tier1 Operation Categorization for Tier 1 xs:string

Classification.Operational.Tier2 Operation Categorization for Tier 2 xs:string

Classification.Operational.Tier3 Operation Categorizaiton for Tier 3 xs:string

Classification.Product Product Categorization Product

Classification.Product.Category1 The product classification category for Tier 1

xs:string Category


xs:string Subcategor


xs:string

Classification.Product.Name The name of the classified product xs:string

Classification.Product.ModelVersion

The model and version of the classified product

xs:string

Classification.Product.Manufacturer

The Manufacturer of the classified product

xs:string Manufactur

Customer Customer Contact Information Contact

Customer.Company Company xs:string Company

Customer.FirstName First Name xs:string ContactFirs

Table 1-1 ITOM Incident Mapping for HP-SM (continued)


—sheet 2 of 9—

VERSION 2.3 REV A03 300-010-281

tName last.name

ne contact.phone

location

il contact.email

el) SM Name

154

Customer.LastName Last Name xs:string ContactLas

Customer.MiddleName Middle Name xs:string

Customer.PhoneNumber Phone Number xs:string ContactPho

Customer.Organization Organization xs:string

Customer.Department Department xs:string

Customer.Site Site xs:string Location

Customer.EmailAddress Email Address xs:string ContactEma

Direct Direct Contact Information Contact

Direct.Company Company xs:string

Direct.FirstName First Name xs:string

Direct.LastName Last Name xs:string

Direct.MiddleName Middle Name xs:string

Direct.PhoneNumber Phone Number xs:string

Direct.Organization Organization xs:string

Direct.Department Department xs:string

Direct.Site Site xs:string

Direct.EmailAddress Email Address xs:string

Assignee Incident Assignee Information Assignment



—sheet 3 of 9—

GUIDE 155

ignment assignment

me assignee.name

r ticket.owner

el) SM Name


Assignee.Company Assignee Support Company xs:string

Assignee.Organization Assignee Support Organization xs:string

Assignee.PrimaryGroup Assigned Group xs:string PrimaryAssGroup

Assignee.SecondaryGroup Assigned Secondary Group xs:string

Assignee.Assignee Assignee to the incident xs:string AssigneeNa

Owner Incident Owner Information Assignment

Owner.Company Owner Support Company xs:string

Owner.Organization Owner Support Organization xs:string

Owner.Group Owner Group xs:string

Owner.Owner Owner xs:string TicketOwne

Vendor Vendor Information

Vendor.AssignmentStatus The status of the vendor assignment of the incident

xs:string

Vendor.Identifier The unique identifer of the incident id of the vendor system reported to

xs:string

Vendor.ReportedToVendorDate The date the incident was reported to Vendor

xs:datetime

Vendor.RespondedToVendorDate The date the vendor last responded to the Incident

xs:datatime



—sheet 4 of 9—

VERSION 2.3 REV A03 300-010-281

resolution

ixType fix.type

e resolution.code

el) SM Name

156

Vendor.ResolvedDate The date the vendor resolved the incident

xs:datetime

Vendor.Contact Vendor Contact Information Contact

Vendor.Contact.Company Company xs:string

Vendor.Contact.FirstName First Name xs:string

Vendor.Contact.LastName Last Name xs:string

Vendor.Contact.MiddleName Middle Name xs:string

Vendor.Contact.PhoneNumber Phone Number xs:string

Vendor.Contact.Organization Organization xs:string

Vendor.Contact.Deparment Department xs:string

Vendor.Contact.Site Site xs:string

Vendor.Contact.Email Email Address xs:string

Resolution Resolution Information

Resolution.Detail Resolution Detail Information xs:string Resolution

Resolution.Method The method of resolution xs:string ResolutionF

Resolution.Cause The determined cause of the incident

xs:string ClosureCod

Resolution.ClosureSource The source of who closed the incident

xs:string



—sheet 5 of 9—

GUIDE 157

el) SM Name


Resolution.Tier1 The resolution category for Tier 1 xs:string



Resolution.SatifactionRating The resolution satifaction rating xs:string

Resolution.RequiredDate The date the resolution is required xs:datetime

Resolution.ForecastResolutionDate

The forecasted Resolution Date xs:datetime

Resolution.ResolutionDate The actual date and time of the resoluton

xs:datetime

Resolution.Product The resoluton product categorization

Product

Resolution.Product.Category The product closure resolution category for Tier 1

xs:string

Resolution.Product.Category2 The product closure resolution category for Tier 2

xs:string

Resolution.Product.Category3 The product closure resolution category for Tier 3

xs:string

Resolution.Product.Name The name of the closure product xs:string

Resolution.Product.ModelVersion The model and version of the closure product

xs:string



—sheet 6 of 9—

VERSION 2.3 REV A03 300-010-281

ates update.action

el) SM Name

158

Resolution.Product.Manufacturer The Manufacturer of the closure product

xs:string

Log This field has been deprecated and should no longer be used. Instead use the relationships

Log

Log.Identifier unique identifier for the log item xs:string

Log.Type Type of Log activity xs:string

Log.Summary Log Summary xs:string

Log.Source Log Source xs:string

Log.Description Log Description xs:string JournalUpd

Log.Submitter User who submtted the log entry xs:string

Log.SubmitDate The date and time the log entry was submitted

xs:datetime

CI This field has been deprecated and should no longer be used. Instead use the relationships

CIRef

CI.Identifier CI Identifier xs:string



—sheet 7 of 9—

GUIDE 159

nItem logical.name

type

open.time

opened.by

close.time

closed.by

alert.status

entID agreement.id

contact.name

folder

status

el) SM Name


CI.Name CI Name xs:string Configuratio

CI.Type CI Type xs:string CIType

CI.Description CI Description xs:string

CI.Status CI Status xs:string

CI.ExtendedFields Supports all extended attributes. Allows vendor specific apps to add additional data to the specific CI

all extended

OpenTime

OpenedBy

CloseTime

ClosedBy

AlertStatus

logs ObjectReference(0..n)

SLAAgreem

log.Identifier Log Identifier xs:string Contact

log.Name Log Name xs:string Folder

log.Type Log Type xs:string Status



—sheet 8 of 9—

VERSION 2.3 REV A03 300-010-281

e product.type

e problem.type

explanation

updated.by

update.time

y site.category

el) SM Name

160

ProductTyp

ProblemTyp

Solution

UpdatedBy

UpdateTime

relationships Object related to this object ObjectReference(0..n)

SiteCategor

relationship.Identifier Identiifer of the object xs:string

relationship.Name Name of the object xs:string

relationship.Type Object type xs:string

relationship.Role Role of the relationship xs:string



—sheet 9 of 9—

Index 1

Aacquisition

monitoring 80WSDL URL location 29

acquisition pushconfiguring Automator 125

acquisition service 21polling methods 29process flow 21scaling 97

adapterfailover infrastructure 98management 135

Adapter Framework 15running as a Windows service 71starting 146stopping 146

agentscaling 98

alertsautomated 80

Apache Derby 34

Bbase URLs 79blocking methods 30

Cclient acquisition service

running on another port 95client-object

extract in the IDE 95

Ddatabase

monitoring 79databases

enabling support for another database 79external

user for multiple adapters 98supported 34

datasource properties 79discovery service 32

Eerror messages

notification service 145types 144URL Agent 145

error typespermanent 144recoverable 144

errors 145Adapter 145

Fframework HTTP authentication 79framework properties 77

for the global framework 78

Gglobal framework properties 78

Hhigh availability 97

IInformation Technology Service Management 16install folder 56install set 41, 55installer

Linux 73starting 39Unix 73


ITIL services 16supported object types 17

ITSM 16applications 13

JJava console

starting 137Java Management Extensions 135Java to Adapter integration 99JMX 135

management beans 137

Llicense file 58

directory location 38installing 38

loglocation

for UNIX 141for Windows 141

log4j.properties file 141logging 141

turning onfor Windows 141

URL Agent daemon 128

Mmetalinks 121

creating 107starting on the virtual server 121

Nnotification agent 20notification service 25

error messages 145

Ooperating systems

supported 33operations service 28

process flow 28scaling 97

Ppassword

iMS 61web service authentication 60

permanent errors 144persistence database 101

changing the port number 102connecting to 102removing transactions 101

polling methods 29project

creating from the Automator IDE 104properties editor 77

command 78starting 77

Pythonrequired for the URL Agent 127

Rrecoverable errors 144RESTful Client Acquisition 94reverse proxy

configuration 64

Ssecurity 59shortcut folder 57SOAP client acquisition service 95software

uninstallWindows 147

software installation 35for Windows 39manual 74

UNIX 74Windows 74

system configuration 33system requirements 33

Tterminal methods 30troubleshooting 141

error types and meanings 144

UURL

iMS 61URL Agent 127

command options 129daemon 128

logging 128shutting down 128starting 128

162 VERSION 2.3 REV A03 300-010-281

error messages 145logging 144running 129using 127

usernameiMS 61web service authentication 60

Vvirtual server

creating 114from an archive 120

creating from the Automator Management Console 114

deploying 116starting metalinks 121

Wweb service authentication 60Windows service

exectuable location 71manager application 71manual install or uninstall 146re-installing 146running 71uninstalling 146


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B

EMC CorporationCorporate Headquarters, Hopkinton, MA 01748-9103U.S.A.

Tel.:1-508-435-1000

http://www.EMC.com

EMC Ionix IT Automator AdapterHP Service Manager and Service CenterInstallation and Configuration Guide

Document number: 300-010-281Product release: 2.3Document version: A03Date: June 2010

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