Closed Loop Incident Process (CLIP) Solution

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Closed Loop Incident Process (CLIP)

Solution

HP Enterprise Collaboration

Windows Operating System

Software Version: 9.30

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Documentation Updates

The title page of this document contains the following identifying information:

l Software Version number, which indicates the software version.

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l Software Release Date, which indicates the release date of this version of the software.

To check for recent updates or to verify that you are using the most recent edition of a document, go to:

http://h20230.www2.hp.com/selfsolve/manuals

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Or click the New users - please register link on the HP Passport login page.

You will also receive updated or new editions if you subscribe to the appropriate product support service. Contact your HP sales representative for details.

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Support

Visit the HP Software Support Online web site at: http://www.hp.com/go/hpsoftwaresupport

This web site provides contact information and details about the products, services, and support that HP Software offers.

HP Software online support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valued support customer, you can benefit by using the support web site to:

l Search for knowledge documents of interest

l Submit and track support cases and enhancement requests l Download software patches

l Manage support contracts l Look up HP support contacts

l Review information about available services

l Enter into discussions with other software customers l Research and register for software training

Most of the support areas require that you register as an HP Passport user and sign in. Many also require a support contract. To register for an HP Passport ID, go to:

http://h20229.www2.hp.com/passport-registration.html To find more information about access levels, go to:

http://h20230.www2.hp.com/new_access_levels.jsp Configuration Guide

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Welcome to This Guide

This guide provides information for setting up and configuring HP Enterprise Collaboration (HP EC) for use with the HP Closed Loop Incident Process (CLIP) solution.

This chapter includes:

l How This Guide is Organized l Who Should Read This Guide l Additional Online Resources

How This Guide is Organized

This guide contains the following chapters:

Chapter 1 Introduction to Enterprise Collaboration

Provides an introduction to HP Enterprise Collaboration (HP EC) and briefly describes how it works with the CLIP version 9.30 Solution.

Chapter 2 BSM – EC Integration Configuration

Provides information about enabling HP Business Service Management (BSM) with HP Enterprise Collaboration.

Chapter 3 SM – EC Integration Configuration

Provides information about integrating HP Service Manager (SM) with HP Enterprise Collaboration.

Chapter 4 Enable LWSSO in SM Collaboration

Provides information about setting up Lightweight Single Sign-On (LWSSO) between the HP Service Manager Web server and HP Enterprise Collaboration.

Who Should Read This Guide

This guide explains the motivation to install and use the CLIP solution. It describes what the solution implementation will achieve, which ITIL processes it will answer, and describes the workflow between the products comprising the solution.

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The information in this guide may duplicate information available in other CLIP documentation, but is provided here for convenience.

Additional Online Resources

Troubleshooting & Knowledge Base accesses the Troubleshooting page on the HP Software Support Web site where you can search the Self-solve knowledge base. Choose Help >

Troubleshooting & Knowledge Base. The URL for this Web site is

http://h20230.www2.hp.com/troubleshooting.jsp.

HP Software Support accesses the HP Software Support Web site. This site enables you to browse the Self-solve knowledge base. You can also post to and search user discussion forums, submit support requests, download patches and updated documentation, and more. Choose Help > HP Software Support. The URL for this Web site iswww.hp.com/go/hpsoftwaresupport. Most of the support areas require that you register as an HP Passport user and sign in. Many also require a support contract.

To find more information about access levels, go to:

http://h20230.www2.hp.com/new_access_levels.jsp

To register for an HP Passport user ID, go to:

http://h20229.www2.hp.com/passport-registration.html.

HP Software Web site accesses the HP Software Web site. This site provides you with the most up-to-date information on HP Software products. This includes new software releases, seminars and trade shows, customer support, and more. Choose Help > HP Software Web site. The URL for this Web site iswww.hp.com/go/software.

HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site. This site enables you to explore HP Product Solutions to meet your business needs, includes a full list of Integrations between HP Products, as well as a listing of ITIL Processes. The URL for this Web site ishttp://support.openview.hp.com/sc/solutions/index.jsp.

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Chapter 1 Introduction to HP Enterprise

Collaboration

This chapter contains:

HP Enterprise Collaboration – Overview 8 HP Enterprise Collaboration Prerequisites 9 HP Enterprise Collaboration Solution Diagram 10 Hardware and Software Requirements 11 HP Service Manager – Overview 21 HP Business Service Management – Overview 21

Note:

l For use of HP Enterprise Collaboration, in addition to using this guide, you must also refer to

the relevant CLIP Solution Guide.

l If you have any feedback or comments, please contact

[email protected].

HP Enterprise Collaboration – Overview

HP Enterprise Collaboration (HP EC) is a comprehensive solution that affiliates unstructured collaboration with structured IT processes. HP EC is a communication tool that enables you to add system data to a conversation in real time, providing an exact context for the conversation.

HP EC transforms the way that IT professionals interact by providing the necessary capabilities for communication in the context of the relevant work flows. This streamlined process results in increased efficiency and improved productivity.

HP EC is built on an open platform that allows it to seamlessly integrate with both HP and non-HP products, allowing HP customers to unify their IT environments. HP EC integrates its collaboration capabilities into the existing solution work flows.

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Chapter 1: Introduction to HP Enterprise Collaboration

HP Enterprise Collaboration Prerequisites

For HP Enterprise Collaboration, you must have a CLIP version 9.30 Solution up and running. For more information, see the relevant CLIP 9.30 Solution Configuration Guide:

l Core CLIP without Universal CMDB supports the use case of auto-ticketing between

Business Service Management and Service Manager.

l CLIP with Universal CMDB introduces UCMDB use cases, such as enhanced business

impact analysis and configuration management.

l CLIP with Runbook Automation introduces automatic event diagnosis using Operations

Orchestration.

l CLIP with Knowledge Management introduces incident triaging and remediation using

Operations Orchestration within Service Manager’s Knowledge Management module. This guide assumes that the CLIP products are installed in the following default locations:

l Universal CMDB (UCMDB) – C:\hp\UCMDB\

l Service Manager (SM) – C:\Program Files\HP\Service Manager 9.30 l Business Service Management (BSM) – c:\HPBSM

l Operations Orchestration (HP OO) – C:\Program Files\Hewlett-Packard\Operations

Orchestration

This guide expects that the following products are installed and fully functional.

l HP Universal CMDB: Server should be installed. Data flow probe should be connected and

running (different server than BSM server).

l HP Service Manager: Server, Client, Help Server, Web Tier, and Knowledge Management

should be installed and running.

l HP Business Service Management: Server, including the OMi application, should be installed

and running.

BSM machine should have the DDM data flow probe connected and running.

l HP Operations Orchestration: Central and Studio should be installed and available for use.

Users and Permissions

The same user name must be used on all the products (they can have different passwords). For example, user NocOperator1 must exist in both BSM and SM in order to drill down from OMi events into SM incidents. As well, the same user should exist in HP OO in order to execute HP OO runbooks on CIs.

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Configuration Guide

HP Enterprise Collaboration Solution Diagram

The following diagram displays a typical deployment of the HP Enterprise Collaboration Solution.

ID# Integration Name

#337 Incident Exchange (OMI–SM)

#515 HP Enterprise Collaboration integration into Service Manager (SM–EC)

#530 HP Enterprise Collaboration integration with HP Operations Manager i (OMi– EC)

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Hardware and Software Requirements

The instructions in this document assume that products are installed in the default location. If this is not the case, you will need to make the appropriate modifications to file paths mentioned in this document.

This section also includes:

Supported Versions 11

Enterprise Hardware and Software Requirements 11

Supported Versions

Product Version Instructions

Enterprise Collaboration

l 1.10 or later

Recommended: 1.10

For installation instructions, see theHP Enterprise Collaboration Installation and Configuration Guide.

Service Manager l 9.31 or later

For installation instructions, see the HP Service Manager Interactive Upgrade Guide.

Business Service Management

l 9.21 or later

For installation instructions, see theHP Business Service Management

Deployment Guides Package.

Enterprise Hardware and Software Requirements

Note: The following tables detail the deployment environments that have been rigorously tested by HP quality assurance personnel.

For the complete listing of hardware and software requirements, see the relevant Support Matrix for each product.

l HP Service Manager: For more information, see theHP Service Manager Compatibility

Matrix.

l HP Business Service Management: For more information, seeHP Business Service

Management BSM System Requirements and Support Matrixes.

l HP Enterprise Collaboration: For more information, see theHP Enterprise Collaboration

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HP Enterprise Collaboration

Recommendations Supported Server Environments

l Microsoft Windows Server 2008 R2 (64 bit) l Required Memory: 4 GB

l Required Disk Space: 2 GB on the OS partition and 2 GB on the

installation partition

l Processor: 2 X 3 GHz CPU

Recommended Server Hardware

l Memory: 16 GB

l Processor: 2 x Quad Core HT processor 2.933 GHz

Supported Databases

l SQL Server 2008 R2 l Oracle 11g

Note: The database must be configured as UTF8 or UTF16. Client Workstation

l Microsoft XP Professional (32 bit)

l Microsoft Windows 7 Professional (32/64 bit)

Supported Internet Browsers

l Microsoft Internet Explorer versions 8 and later (32/64 bit) l Google Chrome

l Mozilla Firefox

Email Server

l POP3,IMAP4 & SMTP protocol

Supported Virtualization Environments

l VMWare ESXi 4.1: x86-64 (Certified) l VMWare ESX 4.0: x86-64 (Not tested)

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Recommendations Support for Java

l JRE 7

Third Party Applications

l Office Communicator Server 2007 R2 l Microsoft Lync 2010

Supported Web Server Environments

l MS IIS 7 l Apache 2.2

Screen Resolution

l 1024x768 dpi and 1280x1024 dpi

Integration with Other Products

l BSM (Operations Management Integration and Service Health)

version 9.12

l Service Manager

n 9.30 Patch 3 (including both Server and webtier)

n Service Manager content (Service Manager application unload file

and docs) on HPLN

l Application Lifecycle Management: From ALM 11 Patch 07 l Configuration Manager version 9.30

Localization

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HP Business Service Management Requirements

Recommendations Computer/Processor Windows:

The following CPU types are supported (further CPU requirements also appear below, see Memory and CPU Requirements):

l Intel Dual Core Xeon Processor 2.4 GHz or higher l AMD Opteron Dual Core Processor 2.4 GHz or higher

Tip: As BSM performance is dependent upon processor speed, it is recommended to get the fastest possible processor speed to ensure proper performance.

Operating System Windows:

l Windows Server 2008 Enterprise Edition SP2 or later (64 bit) * l Windows Server 2008 Standard Edition SP2 or later (64 bit) * l Windows Server 2008 R2 Enterprise Edition, including all service

packs (64 bit) *

l Windows Server 2008 R2 Standard Edition, including all service packs

(64 bit) *

* Note: User Access Control (UAC) must be disabled during the installation process.

Linux:

l RedHat Enterprise Linux 5.3 (Intel x64 64 bit) l RedHat Enterprise Linux 5.4 (Intel x64 64 bit) l RedHat Enterprise Linux 5.5 (Intel x64 64 bit) l RedHat Enterprise Linux 5.6 (Intel x64 64 bit) l RedHat Enterprise Linux 5.7 (Intel x64 64 bit)

Note: Regardless of the operating system version, the entire Distribution (with OEM support) and the latest recommended Patch Cluster are required.

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Recommendations Web Server Windows:

l Microsoft Internet Information Server (IIS) 6.0 l Microsoft Internet Information Server (IIS) 7.0, 7.5

l Apache HTTP Server - requires use of Apache HTTP Server version

adapted by HP for BSM and installed during the BSM server installation

Linux:

l Apache HTTP Server (adapted by HP for BSM and installed during the

BSM server installation) Hardware Requirements

l Standard: 1 dual core n Minimum: 2G RAM n Recommended: 4G RAM

l Large: Minimum 2 dual core or 1 quad core n Minimum: 4G RAM

n Recommended: 8G RAM and up

Memory and CPU Requirements

l APM Basic

n Server Type: One machine n Memory: Recommended 8 GB n CPU: 4

n Virtual Memory/Swap Space: 8 GB l APM Advanced

n Server Type: Gateway

n Memory: Recommended 8 GB n CPU: 8

n Virtual Memory/Swap Space: 8 GB

AND

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Recommendations l OPS Basic

n Server Type: One machine n Memory: Recommended 8 GB n CPU: 4

n Virtual Memory/Swap Space: 8 GB l OPS Advanced

AND

n Server Type: DPS

n Virtual Memory/Swap Space: 8 GB l Full BSM

AND

n Server Type: DPS

n Virtual Memory/Swap Space: 8 GB l Display

n Minimum: color palette setting of at least 256 colors n Recommended: color palette setting of 32,000 colors

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Recommendations l Supported Browsers

n Microsoft Internet Explorer (IE) 9.0 n Microsoft Internet Explorer (IE) 8.0 n Microsoft Internet Explorer (IE) 7.0 n Mozilla Firefox ESR 10.0

Note:

l The browser must be set to accept thirdparty cookies and allow

session cookies.

l The browser must be set to enable JavaScript execution. l The browser must allow pop-ups from the BSM application. l Internet Explorer users must set browser caching to automatically

check for newer versions of stored pages.

l Flash Player

n Adobe Flash 10.1 or later

Software Requirements – Oracle Server

l Oracle 10.2 (10.2.0.5 or later component specific release number

10.2.0.X) Enterprise Edition, 64 bit

l Oracle 10.2 (10.2.0.5 or later component specific release number

10.2.0.X) RAC Enterprise Edition, 64 bit

l Oracle 11.2 (11g R2) Enterprise Edition, 64 bit l Oracle 11.2 (11g R2) RAC Enterprise Edition, 64 bit

Note:

l It is strongly recommended to apply the latest critical Oracle

patches per your operating system.

For details, consult the Oracle documentation.

l Consult the Oracle documentation for supported platforms. l The Oracle Partitioning option must be enabled.

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Note:

l Only supported service packs should be installed.

l Consult the Microsoft SQL Server documentation for supported

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HP Service Manager Requirements

Recommendations Operating System

For a Windows system, one of the following:

l Windows Vista SP1 or higher (recommended) or Windows XP

Professional SP2 or higher

n Current Windows updates for your operating system n 1 GB RAM minimum, based on the expected user load n Local administrator account to install on the Windows server l Unix

Client Tier

l Windows Client

n Compatible Windows OS n Local Administrator account

n 100Mb network connection to Service Manager (SOAP over HTTP

or HTTPS)

l Web Clients (optional) n Compatible Browser n Enable Cookies n Enable JavaScript n Enable pop-ups

n 100Mb network connection to Service Manager over a Web

browser (HTTP or HTTPS)

l Web

n Applications that can connect to or communicate with Service

Manager via Web Services API Server Tier

l Service Manager Server n Local Administrator account n Single Service Manager Instance

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Recommendations l Help Server

n Can reside on the same server as the Web Server using same host

and a separate communications port OR compatible Web Server and free communications port

n HTML help as part of Windows and Web clients or as a standalone

HTML page

l Web Server

n Compatible Web Server n Free communications port n Default: 80

n HTTP or HTTPS content to Web clients l Web Application Server

n Compatible Web Application Server

n Configure web.xml for connection properties n Compatible JDK

n 100+Mb network connection to Web Server (SOAP) n Offers Java applications and content for Web clients

Database Tier

l One or more supported RDBMS on a separate server (RDBMS is a

relational database management system for storing Service Manager applications and data.)

l 1 Gb network connections l Service Manager Server

Web Tier (optional)

l Web application server on separate server l Web server on separate server

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HP Service Manager – Overview

HP Service Manager stores the managed or expected state of CIs and CI relationships as attribute values in a CI record. To be part of the integration, a CI attribute in your UCMDB system must map to a managed field in the SM CI record. You can add, remove, or update the managed fields that are part of the integration by tailoring the SM Web services that manage the integration.

SM runs according to a set of rules that define what actions you want the system to take whenever a CI’s actual state does not match the expected state as defined in the CI record. You define these rules from the Discovery Event Manager (DEM) in SM where you can do the following:

l Automatically update a CI record to match the attribute values listed in the actual state. (This is

the default behavior.)

l Automatically create a change record to review the differences between the actual state and the

managed state.

l Automatically create an incident record to review the differences between the actual state and

the managed state.

HP Business Service Management – Overview

HP Business Service Management helps businesses optimize the performance and availability of applications in production and proactively resolve problems when they arise, thus assisting critical production applications to perform as required and deliver business results.

BSM helps customers model their business processes and services by providing a framework for mapping the complex and dynamic dependencies between applications and their supporting infrastructure. BSM helps customers optimize business availability and event handling by proactively detecting problems in order to prioritize problem resolution based on business impact and service level compliance.

BSM consists of an integrated set of applications for real-time performance and availability

monitoring from a business perspective—service level management, end-user management, event handling, system availability management, and custom reporting and alerting. BSM is based on a common foundation of shared workflow, administration and reporting services, shared assets, and expertise.

BSM helps customers to reduce mean time to detection (MTTD) and end-user downtime by proactively detecting application performance and availability problems—assisting in escalation of problems to the right department at the right priority, as well as resolution of performance problems before service-level objectives are breached. This helps organizations reach toward the goal of the maximization of value of IT operations and reduction of Total Cost of Ownership (TCO) of IT infrastructure.

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Chapter 2 BSM – HP EC Integration Configuration

The BSM and HP EC integration requires that BSM and HP EC use the same SSO token. To modify the token in BSM, navigate to Admin > Platform > Users and Permissions > Authentication Management, and edit the Token Creation Key.

To enable the BSM – EC integration:

1. In BSM, navigate to Admin > Platform > Setup and Maintenance > Infrastructure Settings, and select Foundations > Enterprise Collaboration.

2. Enter the URL of the EC server.

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Chapter 3 SM – HP EC Integration Configuration

SM collaboration includes the Web tier user interface and Web tier RESTful API service. To enable SM collaboration service, you must configure <Service Manager Web tier>\WEB-INF\web.xml.

1. Change the value of the context parameter isRightPanelUsed to true. <context-param>

<param-name>isRightPanelUsed</param-name> <param-value>true</param-value>

</context-param>

2. Uncomment the following text to enable SM Collaboration required parameters: <!--<context-param> <param-name>collaborationServer</param-name> <param-value>[servername]:[port]</param-value> </context-param> <context-param> <param-name>collaborationMessageSize</param-name> <param-value>20</param-value> </context-param> <context-param> <param-name>ECSMNameSpace</param-name> <param-value>SM1</param-value> </context-param> <context-param> <param-name>ECUrl</param-name> <param-value>http://[servername]:[port]/diamond</param-value> </context-param>

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Chapter 3: SM – HP EC Integration Configuration

<param-value>/#openConversation?conversationIds={0}</param-value> </context-param> <context-param> <param-name>collabNotificationInterval</param-name> <param-value>3000</param-value> </context-param> -->

3. Uncomment the following text to enable SM Collaboration required servlets: <!-- Servlets for SM Collaboration.

Uncomment to enable SM Collaboration. <servlet>

<description>Collaboration Rest application</description> <servlet-name>CollaRestApplication</servlet-name> <servlet-class> org.apache.wink.server.internal.servlet.RestServlet</servlet-class> <init-param> <param-name>javax.ws.rs.Application</param-name> <param-value> com.hp.ov.sm.clien- t.webtier.colla.ithive.IThiveCollaborationApplication</param-value> </init-param> <load-on-startup>1</load-on-startup> </servlet> <servlet> <description>Colla I18N</description> <servlet-name>collai18n</servlet-name>

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Chapter 3: SM – HP EC Integration Configuration

4. Uncomment the following text to enable SM Collaboration required servlet mappings: <!-- Servlet Mappings for SM Collaboration.

Uncomment to enable SM Collaboration. <servlet-mapping> <servlet-name>CollaRestApplication</servlet-name> <url-pattern>/colla/api/*</url-pattern> </servlet-mapping> <servlet-mapping> <servlet-name>collai18n</servlet-name> <url-pattern>/collaboration/i18n/*</url-pattern> </servlet-mapping> -->

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Chapter 4 Enable LWSSO in SM Collaboration

This chapter contains:

Overview 26

HP EC Adapter Wrapper Deployment 26 LWSSO Settings in SM Web Server 27

Import UNL File 28

Overview

The main steps to set up LWSSO between the SM 9.30 Web server and HP EC server with the latest build is shown below. If LWSSO is enabled, integrations from either HP product will bypass re-authentication when launching from the other HP product, including invoking EC REST API from the SM Web tier, provided that the HP product user is already authenticated and a proper token is used.

Note: You need to configure other XML files to enable LWSSO. For more information, see the SM online help topics “Configure LWSSO on the Service Manager Web tier” and “Configure

LWSSO in the Service Manager server”.

HP EC Adapter Wrapper Deployment

To deploy the HP EC Adapter Wrapper:

1. Change the LWSSO initString value to the same one that is defined in the Enterprise

Collaboration Installation Guide.

a. In the adapter war file, go to WEB-INF\classes\.

b. Open adapterlwssofmconf.xml and replace the initString value (the value for initializing symmetric encryption) with the correct value.

The initString is defined in

<EC_Installation_Folder>\servers\server-0\webapps\diamond\WEBI NF\classes\diamondlwssofmconf.xml.

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Chapter 4: Enable LWSSO in SM Collaboration

directory to the <EC_Installation_Folder>/servers/server-0/webapps directory . 3. Using JMX, add the basic adapter URL as follows:

a. Go to <EC_Application_URL>/diamond/jmx-console. b. Select Diamond > Diamond adapter config JMX service. c. Invoke the addAdapterUrl method with the following parameters:

o _{Adapter name}

o _{Adapter basic URL. The adapter URL should be in the {local}/adapter_name format.}

Note: The initString configured in the adapterlwssofmconf.xml file will be the same as the initString configured on the SM Web server side.

For more information on HP Enterprise Collaboration’s deployment and configuration, see the:

l HP Enterprise Collaboration Integration Guide

l HP Enterprise Collaboration Enterprise Collaboration Installation and Configuration Guide

LWSSO Settings in SM Web Server

Note: If you want to open the incident ticket from BSM, change the following parameter in web.xml:

<context-param>

<param-name>isCustomAuthenticationUsed</param-name> <param-value>false</param-value>

</context-param>

1. Modify <Service Manager Web tier>\WEB-INF\web.xml.

Remove the comment tags (<!-and ->) enclosing the following elements to enable LWSSO authentication.

<!--<filter>

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Chapter 4: Enable LWSSO in SM Collaboration

... <!--<filter-mapping> <filter-name>LWSSO</filter-name> <url-pattern>/*</url-pattern> </filter-mapping> >

2. In <Service Manager Web tier>\WEB-INF\classes\lwssofmconf.xml, modify or add the following parameters.

n Set the value of enableLWSSOFramework to true (default is false).

n <domain>: Domain name of the server where you deploy your SM Web tier. For example, if

your Web tier's fully qualified domain name is mywebtier.domain.hp.com, then the domain portion is domain.hp.com.

n <initString>: Password used to connect HP products (minimum length: 12 characters). For

example, smintegrationlwsso. Make sure that this value is the same as those used in the LWSSO configurations of the other HP products (such as HP OO and BSM) which you want to connect via LWSSO.

n <multiDomain>: The <multiDomain> element should include the domain names

(DNSDomain), server names (NetBiosName), IP addresses (IP), fully-qualified domain names (FQDN) of the SM Web tier server, and other product servers (for example, the Release Control server).

3. Modify <Service Manager Web tier>\WEB-INF\classes\application-context.xml.

n Add lwSsoFilter to filterChainProxy:

/**=httpSessionContextIntegrationFilter, lwSsoFilter,anonymousProcessingFilter

n Uncomment bean lwSsoFilter for HP Lightweight Single Sign-on: <bean

id="lwSsoFilter">

Note: For details, see "Configure LWSSO in the Service Manager Web tier" in the Service Manager 9.30 Help server.

Closed Loop Incident Process (CLIP) Solution