Integrate CA Cloud Service Management

CA Cloud Service Management integrates data from CA Unified Infrastructure Management to allow you to unify service management processes with operational monitoring. The Unified Console, for example, displays the My Tickets view of CA Cloud Service Management tickets and the Alarm Console on a single page.
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CA Cloud Service Management integrates data from CA Unified Infrastructure Management to allow you to unify service management processes with operational monitoring. The Unified Console, for example, displays the My Tickets view of CA Cloud Service Management tickets and the Alarm Console on a single page.
CA UIM and CA Cloud Service Management data are also integrated in the areas of:
  • Incident creation from events (alarms)
  • Alarm closure when tickets are closed
  • CMDB data
  • Reporting
To access detailed information about how to use CA Cloud Service Management, click the Product Documentation link under Home in the navigation pane.
Unlike other UMP portlets, CA Cloud Service Management must be displayed on a page by itself. It cannot be displayed on a page with other portlets. The My Tickets portlet, however, can be displayed on the same page with other portlets.
 
Contents
 
 
 
CA Cloud Service Management Install Prerequisites
CA Cloud Service Management and My Tickets portlets depend on the following environment to be in place and fully functional:
  • Nimsoft Monitor Server (NMS) 5.6.1 or later
  • Infrastructure Manager 4.03 or later
  • UMP 2.5.2 or later
  • CA Cloud Service Management 6.2.3 or later
  • nsdgtw probe version 1.2 or later
  • Outbound access to port 443 for probes installed on the UIM server
  • Unified Reporter version 1.8 or later. This provides you with a number of pre-configured UMP reports, including reports with information about Service Desk incident tickets related to the top 10 sources (devices, servers, applications, accounts, and service quality) generating CA UIM alarms.
Configure CA Cloud Service Management
CA UIM alarms automatically create incident tickets in the UMP CA Cloud Service Management portlet. Operators can also manually create an incident ticket from an alarm in the UMP Alarm Console. When an incident ticket is closed in CA Cloud Service Management, the corresponding alarm in Unified Service Manager is also closed.
In order for this integration to work, you must configure a Web Services user account in CA Cloud Service Management.
If you want, you can also change the alarm data fields that are imported into the incident ticket. To do this, you modify the custom fields in the CA Cloud Service Management Incident Ticket Template.
Create a Web Services Account
To use Web Services to access CA Cloud Service Management, a Web Services user account must be configured in CA Cloud Service Management. The Web Services client account must be configured as a contact record in CA Cloud Service Management.
 To configure and use the Web Services user account, you must have the required Web Services license.
 
Follow these steps:
 
  1. Click the 
    Application Setup > Manage Contacts
     link in the Service Desk Navigation Panel.
    The 
    Manage Contact
     form is displayed.
  2. Enter information in the 
    First Name
     and 
    Last Name
     fields.
    This will be the 
    Requester Name
     for the client. Both fields are required.
  3. Enter additional information if desired, or leave the rest of the contact record form blank.
  4. Click 
    Apply Changes
    .
    The new contact record is created.
    The 
    Contact Details
    Location
    Open Items
    , and other tabs are now displayed on the form. The 
    Enable Login
     check box, 
    Out of Office
     check box, and other related fields are enabled.
  5. Select the 
    Enable Login
     check box in the contact record section.
    This allows the Web Services User access to the application.
  6. Select the 
    Location 
    tab of the contact record and click
     Add Locations
    .
  7. Relate the user to an organization and relationship as desired and click 
    Apply Changes
    .
    This will be the primary organization of the user. You can relate multiple organizations but only one organization can be marked as primary.
  8. In the 
    Application
     tab of the contact record:
    1. Assign 
      System User ID
       for the Web Services User
    2. Assign 
      License type
       as 
      Web Services
       
    3. Select the 
      Disable Service Feedback
       check box as this contact is not needed to participate in the Service Feedback process.
    4. Timezone must match the nsdgtw probe timezone.
    5. Add 
      Administration
       as Support Group using 
      Add Role/Group
       button.
  9. Click 
    Apply Changes
    .
    Your changes to the Web Services user account are saved.
Modify Custom Fields in the Incident Ticket Template (Optional)
CA Cloud Service Management is preconfigured to add alarm data as custom fields in the Incident Ticket Template. Adding alarm data to the Incident Ticket Template means the alarm data is available when viewing incident tickets.
If you want different alarm data displayed in incident tickets, you can follow the steps in the following sections to modify the custom fields in the Incident Ticket Template. These sections tell you how to create attributes with names that match alarm data fields, then add those attributes as custom fields to the Incident Ticket Template.
 Attributes cannot be deleted once they are configured and used in templates.
The alarm data listed in the following table is added to the Incident Template Ticket by default.
Attribute Name
Attribute Type
Affected Device
Text
Alarm Received
Date Time
Alarm ID
Text
Alarm Count
Number
Suppression Key
Text
Probe Name
Text
Device Type
Text
Robot
Text
Hub
Text
Domain
Text
Time Origin
Date Time
Time Arrival
Date Time
Time Assigned
Date Time
Notes
Text
Create Attributes for Alarm Data Fields
 
To create attributes for alarm data
 
  1. Click the Application Setup > Manage Attributes link in the Service Desk Navigation Panel.
    The Manage Attributes form is displayed. A list of existing attributes is displayed in the table.
  2. Click 
    Create New
    .
  3. Enter the name of the attribute you want to add in the Attribute Name field.
    The name of the attribute must match the name of an alarm data field.
  4. Set the Sort Order to an integer.
    This controls the order in which attributes are displayed in templates.
  5. Choose the appropriate attribute type from the Attribute Type drop-down list.
  6. Click 
    Apply Changes
    .
    The attribute record is saved.
  7. Add attributes for any other alarm data fields you want.
Add the Attributes to the Incident Ticket Template
 
To add the attributes to the Incident Ticket Template
 
  1. Click the Application Setup > Manage Custom Fields link in the Service Desk Navigation Panel.
    The Manage Custom Field Templates form is displayed. The Custom Field Templates are listed in the table.
  2. Click 
    Form Name
     in the filter bar and choose Incident.
  3. Click 
    Template Type
     in the filter bar and choose System Defined.
  4. Click 
    Refresh
    .
    The default Custom Fields Template for Incident Tickets is listed in the table.
  5. Click the row for Incident in the table.
    The Incident Ticket Template is displayed in the bottom pane.
  6. Click the lookup button next to the Attribute Name field.
    The Attribute Name List is displayed in a dialog.
  7. Click the name of an attribute you added in the previous section.
  8. Click 
    Save Attributes
    .
    The attribute is added to the Incident Ticket Template.
  9. Add all of the attributes you created for alarm data fields.
  10. Click 
    Apply Changes
    .
    The alarm data fields will now be captured when a ticket is created manually from an alarm or created automatically by an alarm generated by a monitoring device.
Modify the wasp Probe Configuration
The wasp probe configuration must be modified to contain the URL of the CA Cloud Service Management instance and the slice_token for authentication on the CA Cloud Service Management server.
 
To modify the wasp probe configuration
 
  1. Open Infrastructure Manager.
  2. Click on the robot for the primary hub in the tree view.
  3. Click the wasp probe to select it in the top right pane.
  4. Press CTRL and right-click, then choose 
    Raw Configure
     from the popup menu.
  5. Expand the webapps folder in the tree view of the Raw Configure window.
  6. Click servicedesk in the right pane.
  7. Click the url key to select it, then click the 
    Edit Key
     button.
  8. Enter the URL for the CA Cloud Service Management instance in the Enter new value field.
    The URL should be of the form http://<host>[:CA Portal]/<instance name>.
  9. Click 
    OK
    .
  10. Click the slice_token key to select it, then click the 
    Edit Key 
    button.
  11. Enter the value for the slice_token setting.
    The slice_token is a key that is generated automatically when the customer's "slice" is provisioned in CA Cloud Service Management . If you do not know the slice_token for the customer, ask the support team that set up the customer's instance of CA Cloud Service Management .
  12. Click 
    OK
    , then close the Raw Configure window.
Import the ServiceDesk.lar File
The CA Cloud Service Management portlet is designed to be displayed on its own page, and cannot be added to a page with other portlets. Therefore, it is not available on the UMP Add Applications menu as other portlets are. To create a page for CA Cloud Service Management you must import the ServiceDesk.lar file.
Importing the ServiceDesk.lar file creates a "Service Desk" tab in UMP. The presence of an existing "Service Desk" tab will prevent the import.
 
To import the .lar file
 
  1. Point your browser to http://<
    umpServer
    >[:
    port
    ]/servicedesk/jsp/get_lar.jsp and download the ServiceDesk.lar file.
  2. Log into UMP.
  3. Click the arrow in the upper left (next to Manage) and choose 
    Control Panel 
    from the drop-down menu.
  4. Choose 
    My Pages
    , then click 
    Private Pages
    .
  5. Click 
    Export/Import
    , then click the 
    Import
    .
  6. Click the 
    Choose File
     button and browse to the ServiceDesk.lar file, check User Preferences, and click 
    Import
    .
Create Users
To use CA Cloud Service Management and My Tickets portlets, you must create users with the same usernames in both UIM and CA Cloud Service Management.
Install and Configure the nsdgtw Probe
The nsdgtw probe is a gateway between CA UIM and the CA Cloud Service Management application. The probe works by subscribing to alarm assignments. If an alarm is assigned to the user specified in the probe setup, the alarm is entered as a Service Desk Call Request.
Deployment Using Infrastructure Manager
There are two methods within Infrastructure Manager to distribute an archive package: drag and drop or right-click on a package name.
The package must have a green box icon before you can distribute it to a machine. If the box icon is not green, you must download the package to the archive and have a valid license before distributing to a machine.
From CA UIM 9.2.0 onward, hub/robot- and probe-level licensing requirements have been removed. Deploy the hub, robot, and distsrv versions released with CA UIM 9.2.0 to remove the license dependency. If you want to continue with the older versions of hub and probes that require an extension of the license, contact Support so that they can assist you in extending the license (if required).
 
Right-click Method:
 
  1. Select a package name in the archive.
  2. Right-click and select 
    Distribute 
    from the menu.
    A Distribute dialog box appears.
  3. Select the domain/hub/robot where you want to distribute the package, and click the 
    Add
     button. The domain/hub/robot name appears in the right column.
  4. Click 
    OK
    . A View Distribution Progress dialog box appears with detailed information about the distribution.
     You can minimize this dialog box and continue working in Infrastructure Manager without interfering with the distribution.
  5. Click the 
    Close Dialog
     button after distribution is finished.
Probe Configuration
The nsdgtw probe is configured by double-clicking the line representing the gateway in 
Infrastructure Manager
.
 You must click the 
Apply 
button to activate any changes made in the probe configuration.
The fields in the above dialog are explained below:
  •  
    Log-level
    Sets the level of details written to the log-file. Log as little as possible during normal operation to minimize disk consumption, and increase the amount of detail when debugging.
  •  
    nas address
    Defines the address of the CA UIM Alarm Server in the format /<Domain>/<Hub>/<Robot>/nas
    Note
    : You must specify the local CA UIM Alarm Server. In addition, the address is case sensitive.
  •  
    Server URL
    Defines the URL of the web service for CA Cloud Service Management server.
  •  
    Username
    User defined in the CA Cloud Service Management. This user must be a web service user of the Service Desk application. The username is case sensitive.
  •  
    Password
    Enter the password for the CA Cloud Service Management user.
  •  
    Test (button)
    Allows the gateway to attempt to log in on the CA Cloud Service Management server, using the specified login credentials. If attempt is successful the icon turns green; otherwise, the icon is red. A black icon indicates that the connection has not been tested.
  •  
    Assigned User
    Defines the assigned user. This is the bus user created within Infrastructure Manager.
  •  
    Requester Name
    The value for this key will be the name of the requester which was created in the CA Cloud Service Management 
     
     
    Server > Application Setup > Manage Contacts
    . Typically this is displayed in lastname, firstname format.
  •  
    Requester Organization
    The value for this key will be the name of the requester organization which was created in the CA Cloud Service Management 
     
     
    Server > Application Setup > Manage Organization
    .This field is used for multi-tenancy support.
    Note
    : By using the variable $alarm.origin in this field, the origin of the alarm will map to the corresponding organization in CA Cloud Service Management . The origin(s) configured in UIM Monitor must be identical to the organizations in CA Cloud Service Management for this to work properly.
  •  
    Timezone
    Specifies the timezone code (such as 
    GMT
    IST
    PST
    , etc.) to be used to store the time value. The probe must be configured to match the timezone to the user organization's timezone, not the server timezone.
    Note:
     By default, the timezone will be 
    GMT
    .
  •  
    Acknowledge on Following Ticket Status
    Selects the status for clearing an alarm in UIM when the corresponding ticket in NSD is set to one of the following: 
    Closed
    Resolved
    , or 
    Either
     (Closed and Resolved).
  •  
    Closed Incidents Check Interval
    Specifies the time interval, in minutes, between probe checks for closed incidents in the CA Cloud Service Management . When the operator in the CA Cloud Service Management has managed the incident and changed the status to 
    closed
    , the nsdgtw will (based on the 
    nimid
    ) clear the alarm.
    Note:
     "MM /dd/yyyy hh:mm:ss a" is the default date format. However, you can change the date format using the option provided in 
    Raw Configure
     
    .
    In 
    Raw configure
    , you can set 
    Key
     as 
    date_format
     and 
    Value
     as the desired format.
  •  
    Check Now (button)
    Checks immediately for closed incidents in CA Cloud Service Management .
  •  
    Incident ID Custom Field
    Selects the custom field (custom1…custom5) you want the Incident ID generated on the server to be displayed.
  •  
    On Cleared Alarm
    Selects the status value for the NSD ticket when an alarm is cleared in UIM. Valid options are: 
    Closed
    Resolved
    , or 
    None
    .
  •  
    Auto Assign Alarms
    Enables the 
    Alarm Filters
     option. Refer the section for more information.
  •  
    Alarm Severity and SLA (button)
    Opens the dialog to select the desired severity level or priority value for the respective alarms from the drop down list.
    The ticket severity level or priority value will be mapped to the alarm severity.
  •  
    Field Mapping (button)
    Opens the dialog that is used to map the CA Cloud Service Management fields with the UIM alarm fields or default values.
  •  
    Worklog Entry (button)
    Opens the dialog that is used to select the alarm field updates that will add a worklog to a ticket in CA Cloud Service Management . The worklog will contain the alarm field updated and its new value.
Alarm Filters
In the probe GUI, when you select the 
Auto Assign Alarms
 check box, the 
Alarm Filters
 option is enabled. Click the 
Alarm Filters
 button to open the 
Alarm Filters
 dialog.
Select the Alarm filter criteria based on which alarms incident will be created automatically in CA Cloud Service Management .
Alarm Severity and SLA
Click the 
Alarm Severity and SLA
 button in the probe GUI to open the following dialog.
This dialog sets the severity level or priority value that will be mapped to the 
Severity
 field of CA Cloud Service Management Ticket.
Select one of the following:
  • Ticket Severity
  • Ticket Priority (used for SLA)
  • None
You can map the values for the alarm severities with the ticket severity or ticket priority (depending on the option selected).
The 
Clear 
option allows you to specify a value to be inserted into the ticket field (severity or priority) when an alarm in UIM is cleared.
 If 
None
 is selected, the severity and priority options become read only and cannot be changed.
Field Mapping
Click the 
Field Mapping
 button in the probe GUI to open the field mapping dialoge.
For editing the existing mapping, double-click the existing record, select the new 
Service Desk Fields
 for mapping, and click the 
Update 
button. Your changes will be saved. The 
Alarm Fields
 is disabled while editing.
The Service Desk Fields are displayed in following format:
 
Field name[field type][field data type]
 
Following are the different field data types:
  •  
    String:
     No default values will be pre-populated
  •  
    Date Time:
     No default values will be pre-populated
  •  
    Number:
     No default values will be pre-populated
  •  
    List:
     If multiple values for defined Service desk field is available then the list is pre-populated in 
    Default Values
     field.
 The Alarm ID field in Service Desk will always be mapped with ID field of Alarm Fields
.
 
If the user wishes to change the date format for 
Custom Fields
, you can set 
Key
 as 
custom_field_date_format
 
 
and 
Value
 as the desired format.
  •  
    Add
    Click to store the selected service desk field and corresponding alarm fields into the cfg file.
    The mapping type of service desk field with alarm fields are listed below:
Service Desk Field
Alarm Fields
String
String
Date Time
Date Time
Number
Number
List
-
  •  
    Remove button
    Select the mapping type field and remove from the cfg.
Worklog Configuration
This dialog allows you to select the alarm field updates that will add a worklog to a ticket in CA Cloud Service Management .
The worklog type options are based on options from CA Cloud Service Management .
You can make the worklog "client viewable" if needed. Worklogs are viewable from the 
Activity
 tab of the ticket in CA Cloud Service Management .
Advanced Configuration Settings
The 
Offline Management 
mode allows user to take care of the alarms assigned by nsdgtw while the CA Cloud Service Management server is down.
The nsdgtw probe pings the CA Cloud Service Management server at regular interval. When the CA Cloud Service Management server is down, nsdgtw is alerted. Once the server is up, nsdgtw is notified and the probe restarts. On probe restart, the 
Offline Management
 mode checks for the alarms assigned to a user in nas when the CA Cloud Service Management server was down. The probe fetches the list of alarms assigned to the user from nas and compares it with the list in the Configuration file. The probe creates incidents for those alarm IDs that are found in the nas list but not in the configuration file list. The incidents are in Service Desk, as assigned from nsdgtw probe.
You can disable or enable the 
Offline Management
 mode by using the 
Raw Configure
 method:
  1. Hold the 
    Shift
     
     
    key down and right-click the nsdgtw
     
    probe in the 
    Infrastructure Manager
    .
  2. Select the 
    Raw Configure
     option.
    The 
    Raw Configure
     window appears.
  3. From the left panel, select the 
    setup
     node.
  4. Select the 
    disable_offline_managment
     key and click the 
    Edit Key
     
     
    button.
    The 
    Edit Key
     
     
    dialog appears.
  5. To turn offline management off, set the key as 
    1
    . To turn the offline management on, set the key as 
    0.
     
     By default, the key is set to 
    1
    .
  6. Modify the key value as required and click 
    OK
    .
After configuring the settings, restart the nsdgtw
 
probe to implement the changes.
Assign Values to Custom Fields
You can assign values to custom fields in the 
Infrastructure Manager
.
 
Follow these steps:
 
  1. Right-click the selected alarm and select the 
    Select Custom Field
     option.
  2. After hovering on 
    Select Custom Field
    , five custom fields appear.
  3. Select the value to be assigned.
    The 
    Set Custom Field Value
     dialog appears.
  4. Enter the value and click 
    OK
    .