eyeshare studio integrating with ibm tivoli omnibus · where the eyeshare ibm tivoli module is...
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LEGAL NOTICE .................................................................................................................................... 4
ABOUT AYEHU SOFTWARE TECHNOLOGIES........................................................................................ 5
ABOUT THIS DOCUMENT ................................................................................................................... 6
REQUIREMENTS ................................................................................................................................. 7
PRE-INSTALLATION ............................................................................................................................ 7
MODULE OPERATION ......................................................................................................................... 7
INTEGRATION ARCHITECTURE ............................................................................................................ 7
MODULE INSTALLATION..................................................................................................................... 8
REQUIREMENTS ......................................................................................................................... 8
INSTALLATION PROCESS – NEW INSTALL ........................................................................................ 8
INSTALLATION PROCESS – UPDATE ............................................................................................. 10
MODULE CREATION AND CONFIGURATION ..................................................................................... 12
MODULE GENERAL SETTINGS ..................................................................................................... 12
SERVER SETTINGS .................................................................................................................... 13
FILTER SETTINGS ...................................................................................................................... 14
MAPPING ............................................................................................................................... 15
Fields ............................................................................................................................................. 16
Severity .......................................................................................................................................... 16
State .............................................................................................................................................. 17
VARIABLES USAGE ........................................................................................................................... 18
CONDITION ............................................................................................................................. 18
ACTIVITY ................................................................................................................................ 19
ACTIVITIES........................................................................................................................................ 19
IBMTO CREATE ALERT ............................................................................................................. 20
IBMTO GET ALERT .................................................................................................................. 21
IBMTO UPDATE ALERT ............................................................................................................ 22
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Applying Common Properties ........................................................................................................ 24
CONFIGURATION FILE ...................................................................................................................... 24
LOG SETTINGS ......................................................................................................................... 25
OTHER SETTINGS ..................................................................................................................... 26
TROUBLESHOOTING ......................................................................................................................... 26
TEST CONNECTION FAILURE ....................................................................................................... 26
CREATE ALERT, UPDATE ALERT .................................................................................................. 28
TIPS 28
CANCELING “USER CONNECTED” ALERTS IN TIVOLI ........................................................................ 28
RECOVERY WORKFLOW ............................................................................................................ 29
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Legal Notice
© 2016 Ayehu Software Technologies.
The contents of the document are copyrighted by Ayehu.
A single copy may be printed solely for personal and non-commercial use.
Any printed material may not be altered in any way and must contain the following
copyright notice: "Copyright © 2016 Ayehu. All Rights Reserved." and any other
copyright or other proprietary rights notices which were contained on the printed
material. Any other use of the material, either in whole or in part for any other
reason is expressly prohibited, unless prior written consent is obtained from Ayehu.
"Ayehu" and the names of all Ayehu Ltd. products and services referenced in this
document are copyrighted to Ayehu.
Other product and company names referenced in the document may be the
trademarks of their respective owners.
Disclaimer
The information is provided "as is" without warranty of any kind and Ayehu Ltd.
hereby disclaims all warranties and conditions with regard to any information
contained on this document, including all implied warranties and conditions of
merchantability and fitness for a particular purpose.
Ayehu Ltd. shall not be liable for any direct, indirect, special or consequential
damages whether in contract, tort or otherwise, arising out of the use of this
document or the reliance on information in it.
The content of this paragraph and its disclaimers and exclusions shall apply to the
maximum extent permissible by applicable laws.
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About Ayehu Software Technologies
Ayehu was founded in 2007 to develop and market innovative solutions for the
prevalent problem of network and IT system downtime. Ayehu’s flagship product,
EYESHARE, significantly reduces MTTR by bridging the gap between critical business
situations and relevant human resources.
Contact details:
Ayehu Software technologies, Ltd.
26 Harokmim Street
Holon, 5885849, Israel.
Tel: +972 (0)3 649 50 70
Website: http://www.ayehu.com
email: [email protected]
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About this Document
This document describes the eyeShare – IBM Tivoli Omnibus integration
components, module configuration and activities.
The following style conventions are used in this document:
Convention Use
Calibri Regular text
Calibri Bold Names of menus, commands, buttons, and other elements of the
User interface.
Calibri Italic Special terms; the first time they appear.
Notes offering an additional explanation or a hint on how to
overcome a common problem.
Warnings indicating potentially damaging User operations and
explanations on how to avoid them.
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Requirements
Supported Version
The supported version of eyeShare for this integration is Ayehu eyeShare 4.5 (and
above), with an IBMTO Module license.
Tivoli Netcool/OMNIbus 7.3 is supported.
Server Time
The time on the IBMTO server must be synchronized with the time on the server
where the eyeShare IBM Tivoli module is installed.
Pre-Installation
Send an email to [email protected] and request the “FreeTDS” installation for the
eyeShare IBM Tivoli Omnibus integration. After receiving the installation file, execute
it and then continue to the next section.
Module Operation
The IBMTO Module provides a bidirectional communication channel between IBMTO
and eyeShare. Once the Module is defined and available, eyeShare pulls new alerts
and alert updates, translates them into incidents and displays them in eyeShare
Dashboard. Alerts closed in the IBMTO console trigger incident closure in eyeShare,
and vice versa.
The integration is performed directly with the Sybase database using a TDS driver
installed as an ODBC driver. Any request coming from eyeShare to pull records or
create them is forwarded to IBM Tivoli Netcool/OMNIbus using the driver.
Integration Architecture
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The process of this module operates in a 32 bit version and can also be installed
on a 64 bit server.
Module Installation
Requirements
1. One of the following operating systems:
Windows 2008 Server 64-bit
Windows 2012 Server 64-bit
2. Software: .Net Framework 3.5.1 and 4.5.1 installed.
3. The user running the installation should be an Administrator of the target host.
Installation Process – New Install
1. Run the eyeShare installer.
2. In the Setup Type step select Custom and click Next.
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3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare IBM Tivoli Server. Then click Next.
4. Continue the installation as described in the Installation Guide.
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Installation Process – Update
For instances already running eyeShare 4.5 and above, proceed with the following steps to add the eyeShare IBM Tivoli Integration module:
1. Execute eyeShare.exe, and click Next.
To run the installer as the Administrator, right click the executable and select
“Run as administrator”
2. Choose Modify and click Next.
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3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare IBM Tivoli Server. Then click Next.
4. Click Install.
A success notice will appear at the end of the installation process.
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Module Creation and Configuration
Module General Settings
1. In eyeShare Studio, access Configuration Modules, and click New.
2. In the Module Selection window, select IBM – Tivoli/Omnibus.
3. Configure the Module’s general settings:
In the Name field, enter a meaningful name for the new Module (e.g.,
"IBMTO Module").
In the Description field, enter a description of the new Module.
From the Device field, select the Device on which the Module is installed.
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This is the device on which the “IBMTO Server” service is installed and
not the device where the actual IBMTO is installed.
In the Port field, enter the port through which the IBMTO Module operates.
From the Monitor field, select the Module's monitoring option: select “Yes” if
you wish that eyeShare Server to monitor the Module’s availability.
Click Configuration.
Server Settings
To configure the server settings of the IBMTO Module:
From the Device field, select the Device on which the Module is installed.
In the Port field, enter the port through which the IBM Tivoli Module
operates.
In the User Name field, enter a user with permissions to open, update and
close IBM Tivoli Requests.
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In the Password field, enter the password of the selected user.
Click Test Connection. If the connection was tested successfully, proceed to
the next step - Forms. Otherwise, refer to the Troubleshooting section and
search for your error.
Filter Settings
In the Filter Settings window you may determine which alerts are forwarded to the
eyeShare server. You can create several filters, each containing a number of
conditions. The operator between two filters is “Or” and the operator within a filter
is “And”.
Selection box values can only be used with the Equals /Not Equals operators.
Click Add to add a new filter and new filter categories, and then click Update:
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The default filters of the Tivoli modules are “Basic Critical”, which pulls
Critical severity alerts, and “Recovery”, which pulls Clear severity alerts. Since the
Tivoli alerts severity is mapped to both eyeShare severity and state variables, the
severity determines the incident’s state in eyeShare. Other severity alerts will not
be pulled by default.
Mapping
In the Mapping window you may translate IBMTO properties into eyeShare variables
and objects.
The window is divided into three sections: Fields, Severity, and State.
The following checkbox is located at the bottom of the Mapping window:
When checked, every time an alert is updated the rule base is checked to find a
matching rule.
When checked, incoming alerts and tickets are processed but an eyeShare incident is
not created.
In case of a tag that holds a condition that matches the message properties,
the mapping window is ignored.
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Fields
In this section you can translate IBMTO properties into eyeShare variables. Click
Optional Properties to add eyeShare properties to the list, or to remove them from
it.
Severity
In this section you can translate IBMTO severities into eyeShare severities.
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An eyeShare severity can be mapped into several IBMTO severities. For example, if
you wish all Critical and Major IBMTO alerts to be opened as Critical incidents in
eyeShare, type in “Critical,Major” in the IBMTO Severity field:
The manually typed in values must be valid (and must exist in the drop down
list). The values are case sensitive.
State
In this section you can translate IBMTO states into eyeShare states.
By default, eyeShare Down state is mapped into five IBMTO states. Therefore,
updating alerts does not invoke new incidents; instead they invoke new instances of
the existing incidents.
The manually typed in values must be valid (and must exist in the drop down
list). The values are case sensitive.
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Variables Usage
When the IBMTO Module is available, related variables are discovered in eyeShare
and can be used to define conditions or used by any activity.
In eyeShare, the name of the “Severity” IBMTO variable is “_Severity”.
Condition
To use IBMTO variables in a condition, in the condition window select the Variables
radio button, and then select the IBMTO Module’s name from the list.
All imported IBMTO variables and custom attributes that have already been sent to
eyeShare will then appear in the Standard Object Type list:
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Activity
To use IBMTO variables in an activity, click the Add Variable button ( ) in the
activity (or , alternatively, press Alt+V). From the Type field select the IBMTO
Module’s name from the list.
All imported IBMTO variables and custom attributes that have already been sent to
eyeShare will then appear in the Name list:
Activities
To use the IBMTO activities, open the Workflow designer window from eyeShare
Studio, and expand the IBM Tivoli Omnibus category from the toolbox. Then drag
the relevant activity to the designer area.
To learn more about the eyeShare Workflow designer please refer to the eyeShare
Workflow User Guide.
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IBMTO Create Alert
This activity creates a new alert in IBMTO.
Output: The alert’s Serial ID.
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Tivoli creates an automatic “User connected” alert when eyeShare creates a
new alert. To learn how to cancel those alerts see Tips.
IBMTO Get Alert
This activity gets a list of alerts according to the selected criteria.
Click Add to add filters to the list, and click Edit to modify existing filters.
Selection box values can only be used with the Equals /Not Equals operators.
Output: a result set of all matching alerts.
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Variables cannot be added to the Value field in the Filter Settings window
using Alt+V. To use a variable type in %variable_name% manually.
IBMTO Update Alert
This activity updates an existing alert in IBMTO. Click Optional Properties to add
fields or remove them.
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Serial is a mandatory property of this activity.
Output: Success/Failure.
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Applying Common Properties
1. Adding a Journal: to add a Journal note, click the Optional Properties button
and add the Journal and Journal_UserName properties. The note is added by
the user that was defined in the Journal_UserName field
This user must be valid, else the note is added by user Nobody.
2. Severity change: to change the Severity of a record, click the Optional
Properties button and add the _Severity property.
3. Acknowledgment: to acknowledge a record, click the Optional Properties
button, add the Acknowledge property and set it to “Yes”.
The above properties are depicted in the following image:
Configuration File
The following settings are available within the eyeShare IBM Tivoli module configuration file - eyeShare IBM Tivoli Server.exe.config, located in the directory of
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the eyeShare IBM Tivoli Module executable, assigned to the Windows service eyeShare IBM Tivoli Server.
{eyeShare Install Directory}\eyeShare IBM Tivoli Server
The Default location is C:\Program Files\eyeShare\eyeShare IBM Tivoli Server\eyeShare IBM Tivoli Server.exe.config
In order for updates to take effect, restart the Module’s Windows Service.
Log Settings
The following setting define the eyeShare Module logging:
<add key="LogLevel" value="1"/>
Default: value="1"
Defines the level of details captured and written to the module log file:
1 – Critical errors are written to the log file
2 - Critical and warning errors are written to the log file
3 – All log levels are written to the log file
<add key="LogsDirectory" value=""/>
Default: value=""
Defines the log file path. The default path is the one set during the installation.
<add key="LogFileName" value=""/>
Default: value=""
Defines the log file name. The default name is “eyeShare_IBM Tivoli Server_DDMMYYYY.log”. For example: eyeShare IBM Tivoli Server_17092015.log
<add key="LoggingDateFormat" value="MM/dd/yyyy HH:mm:ss"/>
Default: value="MM/dd/yyyy HH:mm:ss"
Defines the date and time format written to log file entries.
<add key="LogNumberOfDaysToPreserve" value="14"/>
Default: value="14"
Defines the number of days log files are kept prior to auto deletion.
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Other Settings
<add key="RepeatCount" value="-1"/>
Default: value = “-1”
Sets the number of duplicated alerts that the IBM Tivoli Module pulls. When
set to “-1” the module pulls an unlimited number of duplicated alerts. Each
repeated alert is translated into an incident instance in eyeShare. When set
to any number greater than “0” the module pulls duplicated alerts according
to the specified number. For example, if the parameter is set to “5” the
module pulls the first alert and the following 5 duplicated alert. If multiple
identical alerts are generated between the pulling intervals only one alert is
pulled and one new incident instance is created in eyeShare.
<add key="QueueDelay" value="1000"/>
Default: value = “1000” (milliseconds)
Sets the eyeShare Server pulling interval from the module’s alert queue.
<add key="DisregardRecovery" value="False"/>
Default: value = “False”
Determines whether or not recovery alerts are ignored by the module.
<add key="RecoveryResolutionState" value="Up"/>
Default: value = “Up”
Determines the “Recovery” resolution state as it is being sent by IBM Tivoli.
Troubleshooting
Test Connection failure
1. Error: “Could not connect to net.tcp://ServerName: 11020./ The connection
attempt lasted for a time span…” ( “ServerName” represents the device you
have listed in the General Settings window).
Explication and/or Solution: IBMTO Module is not installed on
“ServerName”, or service “eyeShare IBMTO” is not running. If the specified
server is incorrect then select the correct server where the component is
installed. If the server name is correct then start the service (or restart it if it
is already started). If the service does not exist install it on the selected
server.
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2. Error: “Error connecting to IBM Tivoli Omnibus Server ERROR [08S01]…”.
Explication and/or Solution: No network connectivity with the server, or the
device that was selected in the Server Settings window either does not have
IBMTO installed or IBMTO services are not running on it.
3. Error: “Error connecting to IBM Tivoli Omnibus Server ERROR [S1000]…”.
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Explication and/or Solution: Check that the user name and password you
have provided are valid and have sufficient permissions to access IBMTO.
4. Error: “Error checking services”
Explication and/or Solution: This error indicates a timeout while waiting for a
response from IBMTO. This timeout may occur due to a false user name or
password, a temporary network problem or any other delay.
Create Alert, Update Alert
1. Error: Activity displays the error “Unable to communicate with IBMTO
module”.
Explication and/or Solution: IBMTO Module is in “Down” status, check
troubleshooting step “Test Connection”.
Tips
Canceling “User Connected” alerts in Tivoli
To cancel the “User Connected” alerts:
1. Open the Netcool Administrator window.
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2. Access Automation Triggers.
3. Double click the “connection_watch_connect” row on the Name field and
uncheck the Enabled Status checkbox.
4. Click OK.
5. Double click the “connection_watch_disconnect” row on the Name field and
uncheck the Enabled Status checkbox.
6. Click OK.
Recovery Workflow
If you want to trigger a Workflow when an alert is acknowledged, select the relevant
option from the following list and perform the following steps:
The closed record complies with the original record’s condition:
1. In eyeShare Studio, go to Rules, and open the relevant rule.
2. Add a recovery workflow to the row of the original condition.
For example: if the condition to execute a Workflow when getting a record is
“Priority = High”, the Workflow in the Workflow field is executed when the
record is opened, and the Workflow in the Recovery Workflow field is
executed when the record is closed.
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The closed record does not comply with the original record’s condition:
1. In eyeShare Studio, go to Rules, and open the relevant rule.
2. Create a new condition that complies with the closed record.
3. Add a recovery workflow to the new condition.
For Example: if the condition to execute a Workflow when getting a record is
“Status = New”, the Workflow in the Workflow field is executed when the
record is opened; however, closed records do not comply with this condition.
In this case, add another condition - “Status = Closed” - and add a recovery
Workflow executed when the record is closed.