How to configure the ServiceAide (formerly known as CA Cloud Service Management) integration with SD_Notifier

Document ID : KB000010185
Last Modified Date : 14/02/2018
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Introduction:

Guide to integrate the CA Spectrum and ServiceAide (formerly known as CA Cloud Service Management) with SD_Notifier

 

The Alarm Notification Manager (SANM) is a CA Spectrum component that enhances the functionality of CA Spectrum alarm-processing applications. You can take advantage of the SANM alarm filtering capabilities to configure the alarms that create ServiceAide trouble tickets. To enable this feature, deploy special Alarm Notifier (sd_notifier) scripts that create, clear, and update ServiceAide tickets. The following scripts let you customize alarm parameters:

 

  • ServiceDeskSetScript
  • ServiceDeskClearScript
  • ServiceDeskUpdateScript

 

 

Background:

ServiceAide (formerly known as CA Cloud Service Management) Integration Prerequisites

The Service Desk integration depend on the following environment to be in place and fully functional:

  • CA Spectrum 10.2 or later
  • ServiceAide (formerly known as CA Cloud Service Management) Firefly or later

 

Configure ServiceAide (formerly known as CA Cloud Service Management)

CA Spectrum alarms automatically create incident tickets in the ServiceAide (formerly known as CA Cloud Service Management). Operators can also manually create an incident ticket from an alarm in the OneClick Console. When an incident ticket is closed in ServiceAide, the corresponding alarm in CA Spectrum is also cleared if you enabled Polling in the Service Desk Configuration page - Integration Parameters.

In order for this integration to work, you must configure a Web Services user account in ServiceAide.

Environment:
CA Spectrum 10.2 and ServiceAide
Instructions:

First follow this KB document: TEC1790574 - How to configure the ServiceAide (formerly known as CA Cloud Service Management) integration, but in the step 6 do NOT select any Alarm Type.

Here are the steps:

1. Copy the $SPECROOT/Notifier/AlarmNotifier.exe file to $SPECROOT/Notifier/sd_notifier/ directory

2. Copy the $SPECROOT/Notifier/.alarmrc file to $SPECROOT/Notifier/sd_notifier/ directory

3. Edit the $SPECROOT/Notifier/sd_notifier/.alarmrc file as follow:

SET_SCRIPT=C:/win32app/Spectrum/Notifier/sd_notifier/ServiceDeskSetScript
CLEAR_SCRIPT=C:/win32app/Spectrum/Notifier/sd_notifier/ServiceDeskClearScript
UPDATE_SCRIPT=C:/win32app/Spectrum/Notifier/sd_notifier/ServiceDeskUpdateScript
APPLICATION=SD_Notifier

alarmrc_for_SD_Notifier.png

4. Save the changes.

5. Using the $SPECROOT/lib/SDPM/partslist/ALARMNOTIFIER.idb file as a template, create the $SPECROOT/lib/SDPM/partslist/SDNOTIFIER.idb file and edit it as follow:

# Processd Install Ticket for SD_Notifier
PARTNAME;SD_NOTIFIER;
APPNAME;SD_Notifier;
WORKPATH;$SPECROOT/Notifier/sd_notifier;
LOGNAMEPATH;$WORKPATH/SD_NOTIFIER.OUT;
#ADMINPRIVS;N;
AUTORESTART;y;
AUTOBOOTSTART;y;
#STATEBASED;N;
NUMPROCS;1; // one per host
RETRYTIMEOUT;600; // 10 minutes
#TICKETUSER;$USER;
RETRYMAX;3;     // 3 retries allowed
STARTPRIORITY;30;
SERVERPROCESS;Y;
#ENV;<var>=<value>;
ARGV;$SPECROOT/Notifier/sd_notifier/AlarmNotifier<CSEXE>;

SDNotifier.png

6. Save the changes.

7. Launch the $SPECROOT/Notifier/sd_notifier/ServiceDeskIntegrationSetup.exe to configure the sd-integration.cfg file.

ServiceDeskIntegrationSetup.png

8. To launch the SDNOTIFIER.idb Install Ticket, restart the processd as follow:
a) Open a bash shell (bash -login)
b) Navigate to the $SPECROOT/lib/SDPM directory
c) Run: ./processd.pl restart

9. The AlarmNotifier process located in $SPECROOT/Notifier/sd_notifier shows up in Windows Task Manager

AlarmNotifier_process_for_SDNotifier_running.png

10. The SD_Notifier SANM Application will be visible in Locater Search Results tab.

Create_new_policy_SD_Notifier.png

11. Create a new Policy for the SD_Notifier SANM Application.

Create_new_policy_SD_Notifier_1.png

Create_new_policy_SD_Notifier_2.png

12. Create a new Policy filter for the SD_Notifier SANM Application.

Create_new_policy_SD_Notifier_filter.png

13. Remove all Selected Alarm Types in OneClick Administration, Service Desk Configuration page and save the change.

Remove_0x10009_alarm_type.png

14. Service Desk ticket will be generated once the SD_Notifier Policy filter met.

This is an example of SD_NOTIFIER.OUT file:

EventMessage:     Mon 03 Apr, 2017 - 11:07:05 - Device FW_WAN-Internet_Secondary of type CiscoASA has stopped responding to polls and/or external requests.  An alarm will be generated.   (event [0x00010d35])

============================================================

*****************************************************

Creating Service Desk ticket for alarm: 58e25709-194d-1001-0087-020074f5247c

  Operation succeeded.

*****************************************************

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