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eyeShare Studio

Integrating with Microsoft System Center

Operations Manager

CONTACT: info@ayehu.com

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LEGAL NOTICE .................................................................................................................................... 4

ABOUT AYEHU SOFTWARE TECHNOLOGIES........................................................................................ 5

ABOUT THIS DOCUMENT ................................................................................................................... 6

REQUIREMENTS ................................................................................................................................. 7

MODULE OPERATION ......................................................................................................................... 7

INTEGRATION ARCHITECTURE ............................................................................................................ 8

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

CONNECTOR CREATION ............................................................................................................ 14

SETTING THE CONNECTOR’S NAME ............................................................................................. 15

CONNECTOR REMOVAL ............................................................................................................. 15

FILTER SETTINGS ...................................................................................................................... 15

Groups ........................................................................................................................................... 16

Targets .......................................................................................................................................... 16

Criteria .......................................................................................................................................... 16

MAPPING ............................................................................................................................... 17

Fields ............................................................................................................................................. 18

Severity .......................................................................................................................................... 18

State .............................................................................................................................................. 19

VARIABLES USAGE ........................................................................................................................... 20

CONDITION ............................................................................................................................. 20

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ACTIVITY ................................................................................................................................ 20

ACTIVITIES........................................................................................................................................ 21

SCOM CREATE ALERT .............................................................................................................. 22

SCOM GET ALERT ................................................................................................................... 23

SCOM START MAINTENANCE MODE .......................................................................................... 24

SCOM STOP MAINTENANCE MODE ........................................................................................... 24

SCOM UPDATE ALERT ............................................................................................................. 25

CONFIGURATION FILE ...................................................................................................................... 27

LOG SETTINGS ......................................................................................................................... 27

OTHER SETTINGS ..................................................................................................................... 28

TROUBLESHOOTING ......................................................................................................................... 30

MODULE IS DOWN ................................................................................................................... 30

TEST CONNECTION FAILURE ....................................................................................................... 30

CREATING/REMOVING A CONNECTOR ......................................................................................... 32

CREATING AN ALERT, UPDATING AN ALERT .................................................................................. 33

ACTIVITIES RETURN A CONNECTION ERROR ................................................................................... 33

SOME ALERTS ARE NOT RETRIEVED .............................................................................................. 34

SCOM CREATE ALERT ACTIVITY CREATES TWO ALERTS ................................................................... 34

SCOM CREATE ALERT ACTIVITY RETURNS “NO RESPONSE” OR “UNABLE TO RETRIEVE ALERT ID” .......... 34

TIPS 35

RECOVERY WORKFLOW ............................................................................................................ 35

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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: info@ayehu.com

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About this Document

This document describes the eyeShare - SCOM 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 versions of SCOM required for this integration are Microsoft System

Center Operations Manager 2007 R2 / 2012 / 2012 R2.

The supported version of eyeShare for this integration is Ayehu eyeShare 4.5 (and

above) with a SCOM Module license.

User Access

The MS System Center Operations Manager Module user must be a domain user

which is associated to the SCOM Administrator role, and is also a member of the

local SCOM server user group.

Server Time

The time on the SCOM server should be synchronized with the time on the server

where the eyeShare MS Operations Manager module is installed.

Module Operation

The SCOM Module provides a bidirectional communication channel between SCOM

and eyeShare. Once the Module is defined and available, eyeShare pulls new alerts

and alert updates, translates them into incidents and displays them in the eyeShare

Dashboard. Alerts closed in the SCOM console trigger incident closure in eyeShare,

and vice versa.

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Integration Architecture

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 MS Operations Manager 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 MS Operations Manager 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 MS Operations Manager 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 Microsoft System Center - Operations

Manager.

3. Configure the Module’s general settings:

In the Name field, enter a meaningful name for the new Module (e.g., "SCOM

Module").

In the Description field, enter a description of the new SCOM 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 “eyeShare MS Operations Manager” service

is installed and not the device where the actual SCOM is installed.

In the Port field, enter the port through which the SCOM 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 SCOM Module:

From the Device field, select the machine in which SCOM is installed.

In the Domain field, enter your domain name.

In the User Name field, enter a domain user which is associated to the

SCOM Administrator role, and is also a member of the local SCOM server

user group.

In the Password field, enter the password of the selected user.

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In the Version field, select the SCOM version.

To change an existing selection, restart the following services after

setting the value in this field: eyeShare MS Operations Manager Server,

eyeShare Server and eyeShare Executor Server services.

Click Test Connection. If the connection was tested successfully, proceed

to the next step - Connector Creation. Otherwise, refer to the

Troubleshooting section and search for your error.

Connector Creation

The connector is a SCOM object that “listens” to the SCOM alerts and forwards them

to the eyeShare Server according to its subscription. In addition the connector also

discovers other SCOM objects such as available fields and values (used in SCOM

activities), groups and targets.

To create a new connector click Create Connector. If the button is disabled, return to

the Test Connection step. Once the connector is successfully created, you will have

two new objects in SCOM:

1. eyeShare Connector

2. Ayehu Management Pack

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eyeShare integration Library management pack is used in eyeShare by

SCOM Create Alert activity.

When creating a second connector with a different name from another

SCOM module, delete the second integration pack manually.

Setting the Connector’s Name

To change the connector’s name:

1. Access C:\Program Files (x86)\eyeShare\eyeShare Operations Manager

Server\eyeShare Operations Manager Server.exe.config.

2. Set <add key="connectorName" value="eyeShare"/>

Space character is not allowed.

3. Save the file.

4. Restart the eyeShare MS Operations Manager Server service.

Connector Removal

To remove an existing connector click Remove Connector. Once the connector is

removed, eyeShare connector and eyeShare integration Library management pack

objects are removed from SCOM.

Filter Settings

In the Filter Settings window you may determine which alerts are forwarded by the

eyeShare connector to the eyeShare Server. The dialog box is divided into three tabs:

Groups, Targets and Criteria.

Every change in the Filter Settings window is replicated to the eyeShare

connector subscription in SCOM, and vice versa.

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Groups

Select the groups from which alerts are forwarded, and click Update.

Targets

Select the targets from which alerts are forwarded, and click Update.

Criteria

Select the criteria from which alerts are forwarded, and click Update.

At least one object must be checked in each box.

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Mapping

In the Mapping window you can translate SCOM 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:

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 SCOM properties to 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 SCOM severities into eyeShare severities.

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State

In this section you can translate SCOM states into eyeShare states.

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Variables usage

When the SCOM Module is available, related variables are discovered in eyeShare

and can be used to define conditions or used in any activity.

The SCOM variable “Severity” appears in eyeShare as “_Severity”.

Condition

To use SCOM variables in a condition, in the condition window select the Variables

radio button and then select the SCOM Module’s name from the list.

All imported SCOM variables then appear in the Standard Object Type list:

Activity

To use SCOM variables in an activity, click the Add Variable button ( ) in the

activity (or, alternatively, press Alt+V). From Type field, select the SCOM Module’s

name from the list.

All imported SCOM variables then appear in the Name list:

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Activities

To use the SCOM activities, open the Workflow designer window from the eyeShare

Studio, and expand the MS Operations Manager category from the toolbox. Then

drag the relevant activity to the designer area. The following sections describe the

available SCOM Activities.

To learn more about the eyeShare Workflow designer please refer to the

eyeShare Workflow User Guide.

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SCOM Create Alert

This activity creates a new alert in SCOM. Click Optional Properties to add more

fields or remove them.

Output: The ID of the new alert.

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SCOM 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.

Output: a result set of all matching alerts.

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SCOM Start Maintenance Mode

This activity initiates a maintenance mode of a specified monitor for a predefined

duration.

Output: Success / Failure

The value in the Reason field must be selected from the predefined value list.

The minimum duration is 5 minutes.

SCOM Stop Maintenance Mode

This activity stops the maintenance mode of a specified monitor.

Output: Success / Failure

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SCOM Update Alert

This activity updates an existing alert in SCOM. Click Optional Properties to add

more fields or remove them.

AlertID is a mandatory property for this activity.

Output: Success/Failure.

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Configuration File

The following settings are available within the eyeShare Operations Manager module configuration file - eyeShare Operations Manager Server.exe.config, located in the directory of the eyeShare Operations Manager Module executable, assigned to the Windows service eyeShare Operations Manager Server.

{eyeShare Install Directory}\eyeShare Operations Manager Server

The Default location is C:\Program Files\eyeShare\eyeShare Operations Manager Server\eyeShare Operations Manager 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_Operations Manager Server_DDMMYYYY.log”. For example: eyeShare Operations Manager 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"

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Defines the number of days log files are kept prior to auto deletion.

Other Settings

<add key="connectorName" value="eyeShare"/>I

Default: value = “eyeShare”

Sets the name of the connector that the module creates. If you change this

parameter for an existing module, you will not be able to use the connector or

remove it from the module’s configuration window.

<add key="RepeatCount" value="-1"/>

Default: value = “-1”

Sets the number of duplicated alerts that the CA Spectrum 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=" 255"/>

Default: value = “255”

Determines the “Recovery” resolution state as it is being sent by MS System Center

Operations Manager.

<add key="AlertExpire" value="0"/>

Default: value = “0” Sets the retroactive period (in minutes) for which the eyeShare connector forwards

alerts. Using this parameter verifies that in case of an outage between the eyeShare

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SCOM module and the SCOM server, the SCOM module does not get old messages after recovering the connection.

<add key="CacheAlert" value="False"/>

Default: value = “False”

Caches an incoming alert and ignores any updates of the alert until it is removed from the caching list. An alert can be removed from the caching list by an incoming recovery alert or by the timeout defined in the CacheAlertTimeout

If the parameter is set to “True”, the value of “Repeat Count” is ignored and

considered as “0”.

<add key="CacheAlertTimeout" value="72"/>

Default: value = “72”

This property sets the timeout (in hours) after which an alert is removed from the

caching list.

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Troubleshooting

Module is down

If the Module is down, open the Configuration window and click Test Connection.

If the connection is successful - try to remove the connector and create it again.

If the connection fails - proceed to the next section.

Test Connection failure

1. Error: “Could not connect to net.tcp://ServerName: 11012./ The connection

attempt lasted for a time span…” ( “ServerName” represents the device you have

listed in the General Settings window).

Explication and/or Solution: SCOM Module is not installed on “ServerName”, or

service “eyeShare Operations Manager” 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: “Connection to SCOM server is unavailable”.

Explication and/or Solution: The device that was selected in the Server Settings

window either does not have SCOM installed or SCOM services are not running

on it.

3. Error: “The user does not have sufficient permissions to perform the operation”.

Explication and/or Solution: Check that the domain name, user name and

password you have provided are correct and that the user is permitted to access

SCOM.

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Creating/Removing a Connector

1. Error: “Error checking services”

Explication and/or Solution: This error indicates a timeout while waiting for a

response from SCOM. This timeout may occur due to a temporary network

problem or any other delay. Note that the operation may still be successful, so be

sure to verify that the connector was in fact created in SCOM / removed from it.

After closing the Module configuration window and waiting for a few seconds,

the actual status is displayed in the Modules window.

2. Error: “Connector does not exist” (When clicking Remove Connector).

Explication and/or Solution: This error occurs when the Module configuration

window is not updated with the current connector status and the Remove

Connector button is enabled although the connector does not exist. Close the

Module configuration window and wait for a few seconds until the SCOM

Module is in Down status in the Configuration window.

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Creating an Alert, Updating an Alert

1. Error: the Activity displays the error “Unable to communicate with SCOM

Module”.

Explication and/or Solution: the SCOM Module’s status is down., refer to

Module is down.

Activities return a connection error

1. Error: All SCOM activities return “No Response” or “Connection to SCOM server is

unavailable”.

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Explication and/or Solution: Check the System Center services on the SCOM

server.

Some alerts are not retrieved

If some alerts are not retrieved, verify no connector is used by two eyeShare

instances (e.g., after switching to DRP).

SCOM Create Alert activity creates two alerts

If two alerts are created instead of just one, verify that only one eyeShare

management pack is installed. A management pack can be left installed when a

former eyeShare connector was not removed properly or if a second management

pack was created after creating a connector from a second SCOM module.

SCOM Create Alert activity returns “No Response” or “Unable to

retrieve alert id”

If SCOM Create Alert activity returns “No Response” or “Unable to retrieve alert id”:

1. Open the Microsoft Operations Manager console.

2. Under Monitoring, locate the relevant computer group.

3. Right click the right pane and select Open Event View, as depicted in the

following image:

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4. Verify that the event you sent appears in the list. If it does, the Management

Pack did not convert it into an alert and the problem resides within the SCOM

server. In this case restart the SCOM services or contact MS support.

Tips

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 alert complies with the original alert’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 upon alert retrieval is

“Priority = High”, the Workflow in the Workflow field is executed when the

alert is opened, and the Workflow in the Recovery Workflow field is

executed when the alert is closed.

The closed alert does not comply with the original alert’s condition:

1. In eyeShare Studio, go to Rules, and open the relevant rule.

2. Create a new condition that complies with the closed alert.

3. Add a recovery Workflow to the new condition.

For Example: if the condition to execute a Workflow upon alert retrieval is

“ResolutionState = New”, the Workflow in the Workflow field is executed

when the alert is opened; however, closed alerts do not comply with this

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condition. In this case, add another condition - “ResolutionState = Closed”

and add a recovery Workflow executed when the alert is closed.