ome kace integration whitepaper
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OpenManage Essentials Hardware
Monitoring and KACE K1000 Service
Desk Integration
This Dell Technical White Paper provides step-by-step instructions toconfigure OpenManage Essentials and KACE Service desk for systemmonitoring and fault resolution.
Rajaneesh Shresta, Sean Kim
Dell Enterprise Product Group
This white paper is for informational purposes only, and may contain typographical errors andtechnicalinaccuracies. The content is provided as is, without express or implied warranties of any kind.
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Executive summary
Customers already using KACE K1000 appliance to manage their client (Workstations,
Desktops, laptops etc.) environment can leverage OpenManage Essentials (OME), a free
Dell application to manage their server environment. By integrating KACE and OME,
customers can leverage their existing investment in KACE to extend KACE service desk for
server fault management without any additional investment.
As part of OME and KACE K1000 Service Desk integration, Users will need to:
Configure E-mail Alert action in OME that gets triggered when an Alert is received(Based on the filters set such as Alert Severity, Alert Category, Device/Device
group etc.) Configure Service Desk in KACE K1000 appliance to parse the Email received from
OME and create a trouble ticket.
Validate the configuration by sending a Test Email from OME.
Contents
Introduction 3
Why OME Hardware Monitoring and KACE Service Desk Integration ? 3
Interaction between OME and KACE 4
Configuration 4
Create an E-mail Alert Action in OME 5
Configure KACE K1000 Service Desk 14
Sample Workflow of Alert received in OME and KACE Service Desk Ticket created.. 16
Conclusion or Summary 18
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Introduction
In any I/T environment, to have data accessibility 24/7 and reduce disruptions
to the data center, it is essential to proactively monitor system health, identify
faults and automatically notify I/T administrators for immediate resolution of
these faults. Dell OpenManage Essentials (OME) allows I/T organizations to
actively monitor Dell servers and non-Dell Servers1and other devices via
industry standard SNMP and IPMI protocols. By configuring devices to send SNMP
traps/alerts and IPMI Platform Event Traps(PET) to an OME management
station, OME acts as a centralized monitoring application. Once an alert is
received by OME, users can apply filters to determine if it requires
administrative intervention.
Many I/T organizations have implemented a centralized mechanism for tracking
and handling these server faults such as hard drive failure, loss of network
connection etc. These server faults are typically managed through a Service
Desk or a Help Desk. KACE 1000 Service Desk can receive alerts information
from OME, open a trouble ticket and assign it to an IT administrator for
remediation. Information contained within the alert is assigned into the
appropriate fields within the email that will generate the ticket so that the
necessary reference information is available to the assigned administrator. In
this fashion, complete control can be maintained for those faults that require
intervention and remediation.
1Supported only if the corresponding MIB is imported into OME.
Why OME Hardware Monitoring and KACE Service
Desk Integration ?
Ever increasing demands in computing infrastructure is presenting new
challenges to I/T administrators. Efficient, high-quality support and proactively
monitoring computing infrastructure is critical for the achievement of I/T
organizations worldwide. When a server, storage or a network device has a
problem, I/T administrators want to be notified immediately and more
importantly want their problem solved.
Imagine a situation when a problem occurs in a datacenter while the I/T admin
is out for lunch or on holiday or it is just after 9 p.m. No matter how severe the
problem is, I/T administrator should be notified so that they can take
immediate action and reduce the risk of significant disruption to I/T services.
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In this whitepaper, we will address some of these challenges with Dell new
systems management solution. Dell OpenManage Essentials combined with Dell
| KACE K1000 Appliance, provides a simple and comprehensive approach to
proactively monitor your datacenter and track the resolution of a component
failure and record what we have learned.
Interaction between OME and KACE
The following diagram illustrates how these two products interact to provide a
monitoring and service desk solution.
Figure 1.Interaction between OME Monitoring solution and KACE K1000 applianceService Desk
Configuration
This section provides step-by-step instructions to configure OME console and
KACE appliance for system monitoring and fault resolution.
Create an E-mail Alert Action in OME Configure KACE K1000 Service Desk
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Create an E-mail Alert Action in OME
Follow the numbered steps to create an E-mail alert action in OME.
Step 1: Launch the OME console and select Manage -> Alerts
1a: In the left pane, select Alert Actions->
Email 1b: Right click on Email and select New Email Alert Action OR right
click onone of the sample pre-canned alert action and select Edit.
Figure 2.Launching E-mail Alert Action wizard
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Step 2: In Name and Description, provide e-mail alert action name and description.Check Enabled checkbox and Click Next.
Figure 3.Name and Description in E-mail Alert Action wizard
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Step 3: In E-mail Configuration screen,
3a: provide the recipients of this e-mail and sender in To: and From:addressfields.NOTE 1: Make sure the To e-mail address in OME matches Email Address in
KACE Service Desk Configuration (as OME will be sending an e-mail to KBOX).
Refer to Figure 10.NOTE 2: Verify that the e-mail address in From field in OME (user sending the
ticket into the KBOX service queue) matches exactly the e-mail address defined
for that user in the KACE appliance.
NOTE 3: Separate each recipient or distribution list with a semi-colon.
3b: Provide aSubject.
3c: In the Message field, create a map of KACE service desk and OMEpre-defined alert substitution parameters. For each of the supported parameters
the Email alert action fetches alert data and assigns it to the correspondingparameters on the KACE Service Desk trouble ticket. Refer to KACE K1000
Service Desk Administrator Guide for more information on Customizing Service
Desk Tickets.
Ex: @machine=$n
@custom_1=$st
@create_date=$d $t
@priority=$sev
@category=$cn
NOTE 1: Parameters prefixed with @ are defined in the KACE Service Desk.
NOTE 2: Parameters prefixed with @ must be defined first in the messagesection of the Alert Email Action wizard and each parameter has to be in a new
line.
NOTE 3: Parameters prefixed with $ are defined in OME and are substituted
with actual value when E-mail alert action is triggered.
3d: Click Email Settings and provide SMTP server name or IP Address.
NOTE 4: Make sure KBOX and OME is using the same SMTP server
name/address.
3e: Validate the configuration using the Test Action button. This should send a
sample e-mail to the all the recipients. Click Next.
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Figure 4.E-mail Configuration in E-mail Alert Action wizardNote: Address in the To: field will be the E-mail address of the service queue in KBOX
where the service desk tickets will be logged.
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Step 4: In Severity Association, assign the alert severity to which you want to
associate this e-mail alert and then click Next.
Figure 5.Select Severity Association in E-mail Alert Action wizard
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Step 5: In Categories and Sources Association, assign the alert categories source to
which you want to associate this e-mail alert and then click Next.
Figure 6.Select Alert Categories in E-mail Alert Action wizard
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Step 6: In Device Association, assign the device or device groups to which you want toassociate this e-mail alert and then click Next.
Figure 7.Select Devices in E-mail Alert Action wizardNOTE: By default the E-mail Alert action created is active at all times.
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Step 7: In Date Time Association, enter the date or time range on when this Emailalert action is active and then click Next.
Figure 8.Date Time Association in E-mail Alert Action wizard
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Step 8: In Summary, review inputs and click Finish.
Figure 9.Review configuration in E-mail Alert Action wizard
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Configure KACE K1000 Service Desk
Follow the numbered steps to configure Service Desk in KACE K1000 appliance.
Step 1: In the KACE K1000 appliance, select Service Desktab and chose the service
queue.
1a: Select Configuration-> Queues and select theQueue.
1b: Enter the EmailAddress.
NOTE 1: Make sure the Email Address in KBOX matches To: email address in OME
Email Alert Action.
Figure 10.KACE K1000 Service Desk Configuration
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Step 2: From the Ticket Layout section of the Service Desk Customization page you can
customize the way tickets are displayed in the Tickets tab for each queue.
Examples: You can create different ticket views and set read/write access for users,
ticket owners, and administrators. Refer to KACE K1000 Service Desk Administrator
Guide for more information on Customizing Service Desk Tickets.
To customize Service Desk ticket related parameters.
2a: Select Service Desk -> Configuration -> Queues -> ->Customize Fields andLayout link.
2b: Select the Name you like to customize and set the label andpermissionsfrom the dropdownlist.Example:
Name: CUSTOM_2
Label: Service Tag
Required: Not Required
Permissions: User Create
2c: You can also define the Name type, assign default value to a Name etc.
under Custom Fieldssection.Example:
Name: CUSTOM_2
Type: Text
Default: Unknown
Figure 11.Define custom fields/parameters in KACE K1000 Service DeskConfiguration
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Step 3: You can configure new Alert Category in KBOX to match alert categories
supported by OME. Alert category identifies the type of device/component/application
that generated the alert.
Example: Temperature related alerts will be under Environmental alert category.
To add new alert category: 3a: To configure Alert Category, select Service Desk ->
Configuration ->Queues -> -> Ticket Defaults: [Customize TheseValues] link.
3b: To add a new alert category, select + icon on the top right underCategoryValuessection.
3c: Provide the Name, Label and set Default Owner, User Settableproperties.Example:Name: Environmental
Label: Environmental
Default Owner: OMEAdmin
User Settable: True
Sample Workflow of Alert received in OME and KACE
Service Desk Ticket created.
OME receives a critical alert from a monitored server and triggers E-mail alert action
which in turn collects alert data and sends an e-mail to KACE service desk.
Figure 12.OME Dashboard showing Alerts received
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The E-mail received is parsed by KACE Service Desk. It then creates a Service Desk
ticket under OME service queue based on the criteria set.
Figure 13.List of Service Desk Tickets in K1000 appliance
Click on the Service Desk Ticket to view the details.
Figure 14.Service Desk Ticket in K1000 appliance
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Conclusion or Summary
Users can have both OME and KACE K1000 appliance running on the same physical
machine. This can be achieved by having multiple virtual machines (VM) on the same
physical machine, where one of the VM will have OME installed and the other VM for
K1000 virtual appliance. By adding OME, a simple free solution to your environment,you can get hardware monitoring in your KACE environment.
Learn more
Visit www.dell.com/ome or www.delltechcenter.com/ome for more information on
Dell OpenManage Essentials.
About the author
Rajaneesh Shresta works for Dell Systems Management Consoles Group as one of theLead Engineers. Author has over12+ years of industry experience in developingsoftware and solutions. He has an M.S. in Software Systems from Birla Institute of
Science & Technology, India.
Sean Kim is a Test Associate Engineer working in Enterprise Platform & Software
Validation with over 10 years of experience with network and desktop support. He is a
Microsoft Certified Professional with an associates degree in microelectronic
engineering.
2011 Dell Inc. All rights reserved. Dell and its affiliates cannot be responsible for errors or omissions intypography or photography. Dell and the Dell logo are trademarks of Dell Inc. Microsoft, Windows, and the
Windows logo are either registered trademarks or trademarks of Microsoft Corporation in the United States
and/or other countries. Intel and Xeon are registered trademarks of Intel Corporation in the U.S. and other
countries. Other trademarks and trade names may be used in this document to refer to either the entities
claiming the marks and names or their products. Dell disclaims proprietary interest in the marks and names
of others.
November 2011 | Rev 1.0
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