NSM/Service Desk Integration using TNG Converter (Separate Server)

book

Article ID: 52596

calendar_today

Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

This guide describes how to setup NSM Integration with Service Desk using the TNG Converter, from start to finish.

After completing the procedure, you will have an integrated NSM/Service Desk install across a separate NSM and Service Desk implementation, with two events defined in NSM that will respectively:

  • Create a request, assigning it to a test group, and specified Asset and Category.

  • Close out the same request.

Note this document contains an attachment (see further down in the solution section!)

Solution:

Requirements:

  • Two Win2003 machines that meets or exceeds the requirements for NSM 11.2 and Service Desk (USRD) 11.2 each.

  • NSM 11.2 Software.

  • Service Desk 11.2 Server Software.

  • SQL Server 2000 SP4 or SQL 2005.

For our purposes, we will build two servers. One is an install of Service Desk and the other is NSM.

NOTE: Support recommends you use a Secondary Server and not the Service Desk client for this purpose to take advantage of all aspects of the integration documented in the Service Desk Integrations Green Book.

In the course of the document, any time you are asked to edit a file, you will need to open the file in notepad or WordPad, or any available text editor, and save the file as an ASCII text file. In addition, you should also backup the original file before manipulating/editing the file and that the backup does not appear in the same folder as the working file.

Starting with two freshly built Win2003 Servers:

  • Install SQL Server 2000 SP4 or SQL Server 2005, ensuring that Mixed Mode Authentication is used (for the sa login) on both servers.

  • Make sure both the NSM Server and the Service Desk server can communicate with one another (ping from each server).

  • Install NSM on the NSM Server taking all default settings (we will need Enterprise Management and EM Classic).

  • Install Service Desk Secondary Server on the NSM Server. In later releases of Service Desk, there is no Service Desk client. As such, we will work under the assumption that the secondary is your only option.

  • Service Desk Secondary Server options:

    • Choose a Custom install.

    • Uncheck "Server".

    • Secondary Server should be checked, and grey

    • Choose the Unicenter NSM Integration. This must always be selected!

    • Client, Web Interface (grey), and Web Screen Painter should also be checked.

  • After Service Desk secondary server install completes on the NSM Server, start the Unicenter Service Desk Remote Proctor Services.

  • Run "deintahd"

  • Run "integahd"

  • Install Unicenter Service Desk on the Service Desk Server. If you have already installed Service Desk, run the install again and choose Modify.

    • Choose a Custom install (see Figure 1 below).

    • Choose the SQL Server Interface.

    • Choose the Unicenter NSM Integration. This must always be selected!

  • Make sure the login names are kept at their defaults, with passwords assigned appropriately.

    <Please see attached file for image>

    Figure 1

    Figure 1.

  • Run through the Configuration process at the end of Service Desk install. (see figure 2 below)

    <Please see attached file for image>

    Figure 2

    Figure 2.

  • Configure the NSM integration on the Primary as follows:

  • Go into a command prompt on the primary server. Cd to the Service Desk install folder's \samples\pdmconf location. Ie: "cd C:\Program Files\CA\Service Desk\samples\pdmconf"

  • Run pdm_perl pdm_edit.pl

  • When asked "Are you editing a pdm_startup file for an NT server? [Y|N]", hit Y and press enter.

  • When asked "Would you like to continue? [Y|N]", hit Y and press enter.

  • Choose "4. Edit (T)NG Converters (NT_ONLY)."

  • Choose "A" to add a TNG Converter.

  • Under "Hostname[primary]:", enter the NSM Server name.

  • Under "IP Address []:", enter the IP Address of the Service Desk Server.

  • Press <CR> return to return when done.

  • Choose "X. Save and quit.

  • File pdm_startup.rmt will be generated in \samples\pdmconf. Copy this file over to $NX_ROOT/pdmconf

  • Go into $NX_ROOT/pdmconf and rename the existing pdm_startup.tpl to pdm_startup-tpl.org

  • Rename the pdm_startup.rmt file to pdm_startup.tpl

  • Run configuration on the Service Desk Primary.

  • After completing configuration and install, verify the following items on the Service Desk server:

    • In the Service Desk NX.env, verify this entry is present and defined
      @NX_REPOSITORY=<NSM Server name>

      If this entry is not present in the NX.env, correct the entry and recycle Service Desk services.
  • Confirm that the following Services are present.

    NSM Server:

  • CA-Unicenter (Running/Automatic).

  • Unicenter Service Desk Remote Proctor (Automatic).

  • Unicenter Service Desk Event Converter (Not Running/Manual).

    Note: Event Converter is a process that will start only when it is needed. You do not need to start this process up beforehand as it will start and stop itself.

    Service Desk Server:

    • Unicenter Service Desk Server (Automatic).

      <Please see attached file for image>

      Figure 3

      Figure 3 - Sample Services status

  • Start the Unicenter Service Desk Web Interface as an administrative user (usually ServiceDesk).

  • Create group "tstgrp" (see figure 4 below) and device/CI "TestAsset1" on USRD side. (see figure 5 below)

    <Please see attached file for image>

    Figure 4

    Figure 4

    <Please see attached file for image>

    Figure 5

    Figure 5

  • Make sure that the ServiceDesk user is a member of the "tstgrp" group and that Category "Hardware" is defined.

  • In the NX_ROOT\site\eh, make sure the <IP Address> folder matches the IP address of your Service Desk install.

  • Access the <IP address> folder. Change the tngwriter_rule.dat contents to read as:
    .*Event1.*:::.*:::*:::tng:::*:::CR_UPDATE::::::any:::PDM::::::&Parm;%SEARCH_EXPLICIT=EVENT_TOKEN,CATEGORY .*Event2.*:::.*:::*:::tng:::*:::CR_UPDATE_ONLY::::::any:::PDM::::::&Parm;%SEARCH_EXPLICIT=EVENT_TOKEN .*:::.*:::*:::uni:::*:::CR_CREATE:::::::::NONE::::::  .*:::.*:::*:::tng:::*:::CR_CREATE:::::::::NONE::::::  
  • Edit the topology.cfg file. Change the file based on the following conventions:

    # <remote_node>:uniconv uniconvert <IP Address X>:tngfilter uni <-This line is a comment
    <IP Address 1>:tngcnv tngcnv <IP Address 2>:tngfilter tng
    <IP Address 3>:tngfilter filter_nxd <IP Address 4>:tngwriter -
    <IP Address 5>:tngwriter ehwriter - -

    IP address 1: Location of the TNG Converter (usually the NSM Server)
    IP address 2: Location of the filter rule (usually USVD Server)
    IP address 3: Location of the filter daemon process (usually USVD Server)
    IP address 4: Location of the TNG Writer rule (usually USVD Server)
    IP address 5: Location of the eh process is (usually USVD Server)

  • Recycle Service Desk services

  • After recycle, confirm the following is in place and running after a pdm_status run on Service Desk Server:

    Event Handling Conv (tngcnv) (this should point to the NSM Server; it may say "Connecting")
    Event Handling Ctrl (ehc_nxd) (this should point to the Service Desk Server)
    Evt Handling Fltr (filter_nxd) (this should point to the Service Desk Server)
    Evt Handling Writer (ehwrter) (this should point to the Service Desk Server)

  • Go into NSM and access the EM Classic functionality.
    Under EM for Windows, choose "Windows" icon.

  • Next Window that appears, choose Event.

  • Next Window that appears, choose Console Logs.

    <Please see attached file for image>

    Figure 6

    Figure 6.

  • Create two Messages and Message Record Actions that read as follows:

  • Access "Messages" in the same window where you selected "Console Logs" and choose the blue icon.

Message Record Detail
Message ID: Event1

<Please see attached file for image>

Figure 7

Figure 7 - Message record - Detail

To create the MRA, choose "Actions" Button under the Message Record for Event1
Affiliated Message Action (MRA): (Event1)
Sequence Number: 10
Text: ahd.dll AHD_Call %%SUMMARY=error-event1;%CUSTOMER=ServiceDesk;%GROUP=tstgrp;%CATEGORY=Hardware;%DEVICE=TestAsset1;%EVENT_TOKEN=TestAsset1
Action (Drop Down): EXTERNAL
Attribute : DEFAULT
Color: DEFAULT
Options: Active and Evaluate should be checked on. Simulate, Quiet, and Synchronous should all be unchecked.

<Please see attached file for image>

Figure 8

Figure 8 - Message Record Action - Detail

Message Record Detail
Message: Event2

Affiliated Message Action (MRA): (Event2)
Sequence Number: 10

Text: ahd.dll AHD_Call %%STATUS=Closed;%CUSTOMER=ServiceDesk;%GROUP=tstgrp;%DEVICE=TestAsset1;%EVENT_TOKEN=TestAsset1;%CATEGORY=Hardware
Action (Drop Down): EXTERNAL
Attribute: DEFAULT
Color: DEFAULT Options: Active and Evaluate should be checked on. Simulate, Quiet, and Synchronous should all be unchecked.

  • On the Event Console (Console Logs), run opreload to reload the events.

  • Run "cawto Event1" to trigger Event1. This should open the ticket.

  • Check the Service Desk to verify the ticket is present.

  • Run "cawto Event2" to trigger Event2. This should close the ticket.

  • Check the Service Desk to verify the ticket is closed.

Environment

Release:
Component: ARGIS

Attachments

1558720759770000052596_sktwi1f5rjvs16vt3.gif get_app
1558720757980000052596_sktwi1f5rjvs16vt2.gif get_app
1558720756326000052596_sktwi1f5rjvs16vt1.gif get_app
1558720754569000052596_sktwi1f5rjvs16vt0.gif get_app
1558720752588000052596_sktwi1f5rjvs16vsz.gif get_app
1558720750736000052596_sktwi1f5rjvs16vsy.gif get_app
1558720748477000052596_sktwi1f5rjvs16vsx.gif get_app
1558720746603000052596_sktwi1f5rjvs16vsw.gif get_app