NSM/Service Desk Integration using TNG Converter

Document ID : KB000055256
Last Modified Date : 14/02/2018
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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 on one machine with two even ts 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:

  • One Win2003 machine that meets or exceeds the requirements for NSM 11.1 and Service Desk (USRD) 11.2.

  • NSM 11.1 Software

  • Service Desk 11.2 Server Software

  • SQL Server 2000 SP4 or SQL 2005

For our purposes, we will build a standalone install of Service Desk and NSM on the same machine. If you want to have your installs on separate servers, the NSM machine will need to have Service Desk Secondary Server or the Service Desk Client installed and connected to the Service Desk Primary Server, with the NSM integration option chosen during install.

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 a freshly built Win2003 Server:

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

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

  • After install completes, install Unicenter Service Desk

    • Choose a Custom install (see Figure 1 below)

    • Choose the SQL Server Interface

    • Choose the NSM Integration Component.

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

      Figure 1
      Figure 1.

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

    Figure 2
    Figure 2.

  • After completing install, verify the following items:

    • In the Service Desk NX.env, verify this entry is present and defined
      @NX_REPOSITORY=<local system 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.

    • CA-Unicenter (Running/Automatic)

    • Unicenter Service Desk Server (Running/Manual)

    • 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.


    Figure 3
    Figure 3 - Sample Services status

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

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

    Figure 4 
    Figure 4

    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 folder, edit the topology.cfg file. Make sure everything in the file is correct; all of the IP addresses should match the given Server. Save when finished.

  • In the NX_ROOT\site\eh, make sure the <IP Address> folder matches the IP address of your NSM/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::::::
  • Recycle Service Desk services

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

    • Event Handling Conv (tngcnv)

    • Event Handling Ctrl (ehc_nxd)

    • Evt Handling Fltr (filter_nxd)

    • Evt Handling Writer (ehwrter)

  • If none of the above processes are running, please go to a command prompt and run"deintahd", then "integahd" to reinstall the NSM Integration materials.

  • Go into NSM and access the EM Classic functionality.

    Figure 6 
    Figure 6.

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

    Message Record Detail
    Message ID: Event1

    Figure 7
    Figure 7 - Message record - Detail

    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.

    Figure 8
    Figure 8 - Message Record Action - Detail

    Message Record Detail
    Message: Event2

    Affiliated Message Action (MRA): (Event2)
    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)

    Note: The following attached file is a sample tng writer rule with the needed changes applied:

    Figure 9

    For the steps to create tickets through NSM's new AMS, please see the "Incident and Problem Management" and "Systems Management" Green Books.