Integration Module for BMC Remedy Helpdesk

EMC

®

VoyenceControl

Integration Module

version 4.0.1

BMC REMEDY HELPDESK

P/N 300-007-481

REV A01

C O P Y R I G H T

Copyright © 2008 EMC Corporation. All rights reserved.

Published August 2008

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

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

MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

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

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

EMC.com.

TA B L E O F C O N T E N T S

COPYRIGHT ... 2

TABLE OF CONTENTS ... 3

INTRODUCING BMC REMEDY HELPDESK INTEGRATION MODULE ... 4

Remedy Helpdesk Integration Module Summary...4

System and Platform Requirements...4

VoyenceControl 4.0.0, and VoyenceControl 4.0.1 ...4

BMC Atrium CMDB version 2.0 ...4

INSTALLING THE BMC REMEDY HELPDESK INTEGRATION MODULE ... 5

VoyenceControl - side Installation and Configuration Instructions ...5

Create a User in the AR System ...5

Install the Integration Module...5

Configure the Integration Module ...5

USING THE BMC REMEDY HELPDESK INTEGRATION MODULE... 6

Two Event Classes ...6

Using Policy Events ...6

AUTODISCOVER A NETWORK ... 7

Creating a Policy in VoyenceControl... 10

CONCLUSION... 12

WHERE TO GET HELP ... 13

Where to get help ... 13

I N T R O D U C I N G B M C R E M E D Y H E L P D E SK

I N T E G R AT I O N M O D U L E

VoyenceControl provides automation and standardization of network configuration and change management--at the device level. Devices include:

ƒ

Routers

ƒ

Switches

ƒ

Firewalls

ƒ

Virtual Private Network (VPN) concentrators

ƒ

OS images

This initial integration with the Remedy Helpdesk involves VoyenceControl opening trouble tickets in Remedy, based on policy violations in VoyenceControl.

Note: Information detailing the Standards and Policies capability (from the Automation Library

in VoyenceControl) can be found in the VoyenceControl application. Select Help Contents, then search for Standards and Policies using the Search feature in the VoyenceControl Online

User’s Guide.

Remedy Helpdesk Integration Module Summary

The following information summarizes the capability in this initial integration.

ƒ

Initiated by Policy Violations

ƒ

Trouble Tickets opened, keyed off Device and Policy

ƒ

Tickets Associated with CMDB CIs if the CMDB integration module is present

ƒ

Tickets Closed when Policy is in Compliance

ƒ

Uses AR System API

ƒ

Useful for Customers without SIM, otherwise, use SIM

ƒ

Round Trip, as such, tickets are closed when Policies come back into compliance

ƒ

Contextual Launch into VoyenceControl

System and Platform Requirements

VoyenceControl 4.0.1

ƒ

Required Operating System: Red Hat Linux Enterprise 4

ƒ

The BMC Remedy Helpdesk integration modules must be installed on the Linux operating system, where VoyenceControl is installed.

I N S TA L L I N G T H E B M C R E M E D Y H E L P D E S K

I N T E G R AT I O N M O D U L E

This section details the installation information for the VoyenceControl Integration Module for BMC Remedy Helpdesk.

VoyenceControl - side Installation and Configuration Instructions

These instructions assume you have previously installed the VoyenceControl core application.

Create a User in the AR System

If you have not already done so, create a user for the VoyenceControl system. Go to the User form, and create a user with the following values:

1. Login Name: sysadmin 2. Password: sysadmin

3. Group List: Administrator, APP-Administrator, RE Operator 4. Full Name: sysadmin User

5. License Type: fixed

Install the Integration Module

Follow these steps to install the Integration Module.

1. Obtain the BMC Remedy Helpdesk LTU Module file using:

vc_bmc_remedy_install_x_x_x_xxx.bin.

2. Change the permissions on file vc_bmc_remedy_install_x_x_x_xxx.bin to 755. 3. Run vc_bmc_remedy_install_x_x_x_xxx.bin.

4. Follow the instructions in the Install Anywhere installation program.

5. After installation, you can either wait for the application server to deploy the module during run time, or you can reboot the application server to pick up the changes. Run time deployment will take approximately ten minutes.

Configure the Integration Module

Follow these steps to configure the Integration Module.

1. Open a browser, and go to the following URL (replace <hostname> with the IP Address or hostname).

http://<hostname>:8881/jmx-console

2. Log in with the user name and password given during installation.

3. Under the vc heading, select the link: service=BMC Remedy Integration Module. 4. Enter the proper values for the ARServerHostname, username, and password. 5. Select Apply Changes, then restart the integration module by clicking the Restart

button.

U S I N G T H E B M C R E M E D Y H E L P D E S K

I N T E G R AT I O N M O D U L E

Two Event Classes

There are two event classes covered by this integration; Policy Events and Job Events.

ƒ

Policy events open trouble tickets based on failed policies, and are keyed by device

ID and policy ID.

‰ If multiple devices violate a single policy, multiple tickets are opened.

‰ If multiple policies are violated by a single device, multiple tickets are opened.

This ensures all policy violations are tracked independently in the trouble ticketing system.

‰ Policy tickets are the more powerful of the two cases, and are covered separately

in the following “Using Policy Events” section.

ƒ

Job events are not enabled by default. You can use the JMX console to add any job

events to open trouble tickets. The use cases for this behavior are opening trouble tickets based on job failures or job conflicts, but any job event can be used to open a ticket if needed.

Using Policy Events

Follow these instructions to use the policy events.

1. Auto Discover a Device or Network using VoyenceControl. Refer to the VoyenceControl

Online User’s Guide for procedures.

2. Create a Policy to run on a new revision.

A U TO D I S C O V E R A N E T W O R K

Follow these steps to Auto discover a network.

1. In VoyenceControl, go to Tools-> System Administration. 2. From Networks, select Add to add a Network.

3. Enter the name of the network, and click OK.

4. Expand the network you just added in the previous step, and then select Access->Device

Servers.

5. Click Add to add the device server configured during the VoyenceControl NG install. 6. Click OK.

7. Select Auto Discovery node on the left pane.

9. Enter Properties, Seed Addresses, Ranges, and Credentials information for the auto-discovery process.

10. Click OK.

11. Select the newly added Auto Discovery entry, and click the Schedule button. 12. The Schedule Window displays. Click Approve & Submit.

13. Press the F7 key, or go to Tools->Schedule Manager to check the status of the Job. When the job completes, you can view the devices under the network you just added. 14. Double-click Network ->Devices to view the list of devices found through Auto

Creating a Policy in VoyenceControl

1. Open Tools->Automation Library. 2. Expand the Library Manager.

3. Right-click on System, then select New, then Policy. 4. Enter a Policy Name, then click Ok.

5. With the Automation Library Policy Editor displayed, begin creating the Policy using the tabs in the Editor.

6. Go to the Standards tab, and enter the information needed for the Policy. Click Add to add a Standard.

7. Click Save.

11. Click the Save.

C O N C L U S I O N

Policy violations are a powerful tool in controlling change in the network environment. This can help with Compliance, Audits, and to alert operators to problems that may not show up on traditional network monitoring platforms.

VoyenceControl has a number of features surrounding its policies in the Automation Library, including the ability to remedy configuration violations with a single click.

W H E R E TO G E T H E L P

Where to get help

EMC support, product, and licensing information can be obtained as follows.

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

http://Powerlink.EMC.com

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

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

I N D E X

A

Access->Device Servers, 7 Approve & Submit, 8 AR System API, 4

Autodiscover a Network, 7

B

BMC AR System 6.3, 4

BMC Remedy Helpdesk LTU Module file, 5

C

CMDB, 4 CMDB CI’s, 4 Conclusion, 12

Configure the Integration Module, 5 copyright, 2

Create a Standard, 11

Create a User in the AR System, 5 Creating a Policy, 10

Credentials, 8

E

Enforcement Areas, 10

I

Install the Integration Module, 5 Installing the BMC Remedy Helpdesk

integration module, 5

Introducing BMC Remedy Helpdesk integration module, 4

J

Job events, 6

N

new Network, 7

O

P

Policy, 10 Policy events, 6 Policy Violations, 4

R

Ranges, 8

Remedy Helpdesk Integration Module Summary, 4

S

Schedule, 8, 9 Seed Addresses, 8 SIM, 4

System and Platform Requirements, 4

T

Two Event Classes, 6

U

Using Policy Events, 6

Using the BMC Remedy Helpdesk integration module, 6

Using the HP OpenView Network

Configuration Manager Integration for BMC Remedy Helpdesk LTU, 6

V

VoyenceControl 4.0.0, 4

VoyenceControl- side Installation and Configuration Instructions, 5

W

when Policy is in Compliance, 4 where to get help, 13