AIOPs - How to configure Service Desk Management(SDM) for Ticketing

Products

• DX Operational Intelligence
• DX Application Performance Management

Issue/Introduction

SDM is not available as an option for Ticketing in DX Settings Channels . Is there any workaround?

Environment

DX Platform onpremise

Resolution

Solution

This integration is not yet available in onpremise 21.x and 22.x releases.

Workaround

1) Download attached DX Gateway: DXGateway-22.8.4.1-dist.zip

2) Configure DX Gateway (tenant, token and endpoints) as per documentation:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-operational-intelligence-saas/SaaS/Integration/DX-OI-Outbound-Integration/DX-Gateway.html

3) Enable the workaround for the SDM integration:

DX Gateway support is completely dependent on below two flags/keys in DB.

Schema                           TableName                                  ColumnName

aoplatform                        MCC_NOTIFY_CHANNEL          onprem

doi                                     mdo_multitenant_config         ITSM_ONPREM

 

Both the values should be true in order to support this feature and there are multiple approaches for setting this flag . 

Firstly the CASDM option is not shown and restricted for onprem using RESTRICTED_ITSM_CHANNELS= ["CAServiceDeskManager"]   env variable present in DXI-Admin UI pod .  To make this visible in UI , we need to update the value for the same like below

 RESTRICTED_ITSM_CHANNELS = [""] 

 

Approach1 :   From Environment variable update 

In DXI-Admin UI Pod  :  We need to update below below environment variable

IS_HYBRID_CLOUD=false(After channel creation we should revert this flag .

                                      

Approach2 : From the Rest API .

First save the Channel with valid credentials and then run below 2 api to update the flag in DB .

 

a) mdo_multitenant_config

Method : POST

Request URL: <DOI_ADMIN_UI_ROUTE>/oi/v2/tenantmgmtservice/{cohortId}

Example:  http://doi-adminui.10.82.172.13.nip.io/oi/v2/tenantmgmtservice/ABCD-1234-FRGH

Description: Request Body we can take from GET call from Network tab in developer tool options  . Just click the saved channel and then take the response from below GET api executed .

 http://<doi-adminui-route>/oi/v2/tenantmgmtservice/<cohortid>

Trimmed sample response : 

{"tenantID":"588CF739-7D49-4F46-A02A-B3AA4344D509","PropertyList":[{"propertyName":"ITSM_ONPREM","propertyValue":"true"},{"propertyName":"IG_UIM_Mapping","propertyValue":"{\"mappings\":[{\"name\":\"updateTicket\",\"id\":\"custom_1\"}]}"}]}

Just change the ITSM_ONPREM property to true from false and then use the complete response as body in the above mentioned api.

 

b) MCC_NOTIFY_CHANNEL

Request URL: <ADMIN_UI_ROUTE>/ess/notify/v1/channels

Example: http://adminui.10.82.172.13.nip.io/ess/notify/v1/channels)

Description: When we update the channel , above  api would be executed . just take the request body for above api and change the value of onprem flag to true from false.

Below is the sample payload

     {
   "id":1,
   "orgId":"TEST",
   "keyLevel":1,
   "name":"Snow",
   "protocol":"ITSM",
   "subProtocol":"BMCRemedy",
   "status":true,
   "author":"test test",
   "filterNames":[
      "raw"
   ],
   "smtpItsmConfigs":{
      "templateName":"DefaultTicketingManagementTemplate",
      "templateLocale":"en_US"
   },
   "onPrem":true
}

 

NOTE:  once the channel is saved , don't delete or save the channel from UI again . Otherwise all above applied patch config would be lost and we need to follow the same process again. 

4) You should now be able to create a new SDM Ticketing channel.

Additional Information

https://knowledge.broadcom.com/external/article/190815/aiops-troubleshooting-common-issues-and.html