BMC ProactiveNet Performance Management(BPPM)/TrueSight Infrastructure Management(TSIM) Integration with Change Management - INCLUDES VIDEO
Knowledge Article
BMC ProactiveNet Performance Management(BPPM)/TrueSight Infrastructure Management(TSIM) Integration with Change Management - INCLUDES VIDEO
How to integrate BPPM/TSIM with Change Management
TrueSight Presentation Server
TSPS Server
9.6, 10.1, 10.5, 10.7, 11.0, 11.3.01
TrueSight Presentation Server
TSPS Server
9.6, 10.1, 10.5, 10.7, 11.0, 11.3.01
This integration enables us to create an automated blackout instance in the CELL for the respective CI based on a change request configured in ITSM Change Management for that CI. Also RCA will use these change events generated from ITSM integration to perform root cause analysis.
How does it work? The ITSM change management administrator has logged into change management application and configures change request for maintenance on few of the BPPM/TSIM enables CIs and also configures tasks on some of the CIs which are associated with the change request. Once the change request configured gets updated to SCHEDULE state or above, change and task request configured will be send to BPPM/TSIM/TSIM as notifications for the individual CIs. From a BPPM/TSIM user prospective, all the change and task notifications received will be viewed as events which will get stored in the CELL and DB. Based on the change events the CELL Blackout policy (only for Computer System CI) for the respective CI will get created. During the maintenance window i.e. Blackout duration, the BPPM/TSIM/TSIM user will see the respective CIs on which blackout is configured in a Blackout state in the Service Model. Also all these change and task events generated in the BPPM/TSIM will be utilized by RCA for analysis purpose.
Architecture and Component Involved
Rest Webservice EventProvider component This component will receive the event notifications from the ITSM change management in Json format over rest webservice, and this component convert this event notification into the NGP event and send it to Jserver (event processor component) via Jserver facade.
EventProcessor
This component receives the NGP event from the webservices Eventprovider component and do any pre-processing required on the event then send the event to cell.
Event Selector
This Component comes into picture once event is received by Gateway Event handler, Event selector is a thread pool, its purpose is to receives the event from gatewayEvent handler and if this event is a Change Event or some other event of concern, event Selector will send this event to RuleConfigurator asynchronously.
RuleConfigurator
This Component itself have two major components, RuleConfiguratorConsumer, and RuleConfiguratorWorker. RuleConfiguratorConsumer's are controlled by RuleConfiguratorConsumerManager, which gets started while the initialization of JSERVER.
This RuleConfiguratorManager starts the different RuleConfiguratorConsumer's thread, which in itself feeds the data to RuleConfigurator's i.e PolicyConfigurator and ScheduleConfigurator. PolicyConfigurator and Scheduleconfigurator uses BlackOutPolicyCrud and ScheduleConfiguratorCrud API's to create policy and schedule down time respectively
High Level Activity diagram for Subscription call at the start of SAP (Event Provider)
Where the Options are: activate To start/resume the ITSM Change Management Integration. inactivate To end/disable the ITSM Change Management Integration. suspend To pause the ITSM Change Management Integration. get_status Get the current status of ITSM Change Management integration. status_reason Provide the reason for the change in current Integration status. email_addrs semi-colon(;) separated list of email address to get the email notification from ITSM Change Management on error.
Note: that all subscription calls are “force” call, this means that on success they will overwrite the contents if are already present in ITSM Change Management for given BPPM instance.
TSPS: In TrueSight this integration option has moved to TSPS console and we can enable this integration from TSPS Console.
Best Practice Based on the deployment type kindly ensure the following configuration before enabling the BPPM/TSIM Server Integration with ITSM change management application.
Atrium with ITSM change management application along with BPPM/TSIM Extension installed prior to BPPM/TSIM Server:
1- Make Sure that the UDDI registry configuration where ITSM change management application Web service details are configured and done.
a) Query the UDDI registry for ITSM Web service configuration: Open the AR System Web Services Registry form in search mode. In Web Service down, select CAI_ChangeManagementEventsSubscription_WS and search form. If records are displayed in the Search results, the BMC Change Management - BPPM/TSIM integration details are present in the UDDI registry.
2- Make sure that the required CMDB extensions are installed on box where the ITSM is installed. Perform following steps: a) Perform search on SHARE:Application_Interface form where ‘Providing Application Name = BMC_PN: Class and Attribute Definitions for Service Impact Management’. b) Make sure that the status of the chgbpm.jar file is set as Installed = 'Yes' c) Make sure that forms starting PN: are present (e.g. PN: Published Data etc.).
Important 1) Once the above steps are verified, install BPPM/TSIM Server with CMDB integration enabled. 2) Ensure ITSM Change management related properties are enabled in %BMC_PROACTIVNET_HOME%\pw\pronto\conf\.pronet.conf file a) Ensure that the flag pronet.jserver.ruleconfigurator.enable in the pronet.conf file is enabled. b) Ensure that the flag pronet.jserver.ruleconfigurator.eventcollectiondowntime.enable in the pronet.conf file isset to true. c) Ensure that the flag pronet.jserver.ruleconfigurator.datacollectiondowntime.enable in the pronet.conf file is set to true. 3) Make sure that the integration is active on the box where ITSM is installed. a) Go to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription. The BPPM status should be Active.
BPPM/TSIM Server with CMDB integration installed prior to ITSM change management application:
1) Make sure that the required CMDB extensions are installed on box where the CMDB is installed. Perform following steps: a) Perform search on SHARE:Application_Interface form where ‘Providing Application Name = BMC_PN: Class and Attribute Definitions for Service Impact Management’. b) Make sure that the status of the chgbpm.jar file is set as Installed = 'Yes' c) Make sure that forms starting PN: are present (e.g. PN:Published Data etc.). 2) Ensure ITSM Change management related properties are enabled in %BMC_PROACTIVNET_HOME%\pw\pronto\conf\.pronet.conf file a) Ensure that the flag pronet.jserver.ruleconfigurator.enable in the pronet.conf file is enabled. b) Ensure that the flag pronet.jserver.ruleconfigurator.eventcollectiondowntime.enable in the pronet.conf file isset to true. c) Ensure that the flag pronet.jserver.ruleconfigurator.datacollectiondowntime.enable in the pronet.conf file is set to true. 3) Make sure BPPM/TSIM Server is properly integrated with CMDB a) Please check if BPPM/TSIM Server is properly integrated with CMDB. To verify this please check cmdbcorsslaunch.properties from %BMC_PROACTIVNET_HOME%\custom\conf\ for UDDI and CMDB details. File and data should exists in order to enable ITSM change integration. 4) Install ITSM change management application and verify the step 1 from above section to ensure the UDDI is configured. 5) Execute the "pw itsm_cm activate" cli from the BPPM/TSIM Server to activate the integration with ITSM change management application. 6) Once the above cli is executed kindly verify the integration status. Make sure that the integration is active on the box where ITSM is installed. a) Go to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription. The BPPM status should be Active. 7) In case of some environments for e.g. Helix Remedy Change Management and On-premise Truesight integration you need to verify the communication between servers. You need to check if it requires Client Gateway or some VPN connection configuration required for communication to happen.
Note:In TrueSight we have change the password of csm_user from default “admin” to “admin12345”
FAQ 1) Unable to send event after successful registration Make sure that you have changed the TSPS user password in ITSM. After registration to ITSM, ITSM will add the default password for integration. From Administrator console, please change the password for csm_user to the one available in TSPS. Default password for csm_user in TSPS is csm_user12345. Make sure that you have successfully registered TrueSight Infrastructure Management server to TSPS. Each time when you activate the integration, make sure to update the change user password in ITSM.
2) Where I can see logs about the integration? Logs are available in TrueSight.log in %TSPS_HOME%/ truesightpserver/logs Also you can check rest-access.log for checking REST calls for integration.
3) Where can I check first if I don’t received event when Change is scheduled? First check that connection to TSPS is working fine. To do this, check TestConnection from Administrator console in ITSM. It should be successful. If Test Connection successful, check the form CAI:Events. Search for any pending event there. See the error code.
For 401: Please check if you have manually change the password of default user (csm_user) You can change the password from CAI:AdapterConfiguration form.
For 400: Check arjavaplugin.log for detailed error at ITSM server. TSPS will not process the event if it found multiple entries of resource (CI) present.
For 404: Check if you have CI available on TSPS side.
Make sure that the TSIM to which the CI belongs is properly registered to TSPS and in connected state.
Other thing you do is delete existing events from ITSM CAI:Events form, clear Remedy mid-tier cache as well.
If you don’t find any event pending there, please check arjavaplugin.log from ITSM server.
4) I want to change or move the integration to another ITSM server. Currently TSPS is pointing to ITSM_A server, now I want to point it to ITSM_B. First inactivate the integration with ITSM_A server. To do this, go to integrations page->Change Management Integration-> unchecked the activate Integration check box-> Save the form. Reopen the form and fill in new server details. Click on activate integration and save the form.
5) Will this integration work for non- computer system CIs? Yes, ITSM Change Management integration with True Sight Presentation Server works for all type of CIs.
6) Do we have any CLI to perform this integration? No. In TSPS, there is no CLI available for preforming ITSM Change Management integration. The only way for integration is via Integration GUI.
7) Can I Integrate the TSPS with more than one ITSM Change Management Server? Or Multiple TSPS to Single ITSM Change Server at a time? No. Currently this is not supported. You can have only one TSPS registered\Integrated with only one ITSM at a time.
VERY Important Product defect SW00525875 - was raised for Atrium WebServices, where If customers want to have the WS published and facing the behavior reported in the defect they need to publish the WS manually, that involves using scripts as a workaround.
This same workaround, is impacting the configuration of Change Management, in TrueSight Presentation Server, which is not being pushed to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription.
Currently the defect will possibly be considered in 9.1SP4 release.
Workaround: Force the registration, from TrueSight Presentation Server
1) Open the AR System Web Services Registry form in search mode. 2) In the Web Service drop-down menu, select CAI_ChangeManagementEventsSubscription_WS and click Search 3) Copy the End Point URL. 4) Go back to TrueSight Presentation Server, and open an Command Prompt window, type:
tssh properties set defaultItsmSoapWSURL <End Point URL> This property should now be inserted, into properties configuration.
Reload the properties tssh properties reload This properties should now be reloaded
Check if the property "defaultItsmSoapWSURL" can now be found in the configuration: tssh properties list
5) Go back to Change Management Integration in TrueSight TSOM, and press Save, this should no longer fail.
6) The BPPM/TSOM integration should be active in ITSM.
Go to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription. The BPPM status should be Active.
The following video walks through the prerequisites and initial configuration of the integration between TrueSight and Change Management: