2011 07 19 STE NetcoolOMNIbus TPAE TSRM IntegrationV2

8/17/2019 2011 07 19 STE NetcoolOMNIbus TPAE TSRM IntegrationV2

1/32

IBM Tivoli Software

IBM Tivoli Service Request Manager and IBMNetcool Omnibus Integration.

© 2006 IBM Corporation

Support Technical Exchange Web sitehttp://www-306.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html

7/19/2011

Configuration and Troubleshooting

By: Stuart Bowden & Tracey McWilliams


2/32

Business Unit or Product Name

IntroductionAbstract:

This Tivoli Support Technical Exchange web seminarwill provide details of our experience in supporting theconfiguration of TSRM and the Omnibus Gateway forTSRM in order to Create and Update Incidents /

© 2006 IBM Corporation2 7/19/2011

.

Objectives

1. Experiences of Configuring the Omnibus Gateway forTSRM

2. TSRM / Maximo Integration Framework concepts andconfiguration

3. Use, troubleshooting and tuning tips.


3/32


Agenda:

Overview

Omnibus Gateway for TSRM configuration Maximo Integration Framework concepts

Maximo Integration Framework configuration


Performance Tuning Tips Common problems

Future Enhancements

Questions


4/32


Overview

Facilitates 2-way communication from Omnibus to

TSRM/Maximo

Creating, Updating Tickets from Omnibus into

TSRM


Updates Omnibus with changes made to these

Tickets in TSRM


5/32


Overview



6/32


Gateway Configuration Listed below are the TSRM specific Properties from the GAT_TSRM.Props

file:

Gate.TSRM.TicketObjectName : 'MXINCIDENT‘

Gate.TSRM.TicketObjectType : 'INCIDENT‘

Gate.TSRM.WorkLogObjectName : 'WORKLOG‘

Gate.TSRM.URLList : http://tsrm_server/meaweb/os/MXINCIDENT‘

Gate.TSRM.ThreadPoolSz : 15

Gate.TSRM.NonApplicationErrorTitles : '.*500 Internal Server Error.*'


Gate.TSRM.NonApplicationErrorTitles : '(?s).*Record has been updated by anotheruser.*'

Gate.TSRM.ErrorCodeFieldName : 'TSRMErrorCode'

Gate.TAL.NBScriptFileName : '$OMNIHOME/gates/tsrm/NBScriptFile'

Gate.Java.Arguments : '-Xmx2048m' (example for debugging: '-Xmx2048m -Xrunhprof:heap=sites,file=/log/hprof.log')


7/32


Gateway Package Dependency

Ensure that all the latest GA fix packs are applied

Netcool/OMNIbus Version 7.2 + Fix Pack 5

Netcool/OMNIbus Version 7.2.1 + Fix Pack 3


e coo us ers on . an . . ase ns a

Netcool/OMNIbus Gateway Ticketing Abstraction Layer

gateway-libtal

This patch contains the java infrastructure for java gatewaysgateway-libngjava


8/32


Gateway Installation and Configuration

Please refer to the Installation guide for Installing

and configuring the Gateway. This can be foundhere:

htt :// ublib.boulder.ibm.com/infocenter/tivihel /v


8r1/topic/com.ibm.netcool_OMNIbus.doc/tsrmgw-pdf.pdf


9/32


Maximo Integration Framework Concepts used by theGateway

Object Structures

Synchronous Integration

Operations


Call and Response Schemas


10/32


Object Structures

Common Data Layer for all Inbound and Outbound

processing

Consists of One or more Business objects


inbound processing outside of the standard

operations / actions.


11/32


Object Structures

INCIDENT

WORKLOG



12/32


Object Structures



13/32


Synchronous Integration

Maximo/TSRM supports both Synchronous and

Asynchronous Transactions

Synchronous Transactions are done via WebServices or directly to the Object Structure HTTP


Asynchronous Transactions use a variety ofmethods to place messages on a JMS Queue

Once a Synchronous Transaction is processed aResponse is sent to the External System


14/32


Operations

Incoming Transactions can have any of the

following operations:

– Create

– Delete


– Invoke

– Query

– Sync

– Update


15/32


Operations

The following Operations are used by the Gateway

– Create: This will create a record and will fail if amatching record already exists

– U date: This will u dated a re-existin record and fail


if there is no matching record – Query: Will return a response based on a SQL where

clause in the incoming message


16/32


Call and Response Schemas

Each Operation has an associated Message and Response

schema

Defines what attributes can be included in the Incoming

message and what will be sent as a response


e esponse o a rea e message w sen e

back to the Gateway

The Response to an Update message will tell the Gateway it

has been successful no further data is sent

The Response to a Query message will send all attributesincluded in the response schema back to the Gateway for

each matching ticket


17/32


Call and Response Schemas cont.



18/32


19/32


Updates From TSRM to the Gateway

Currently the Gateway is responsible for

managing the updates from TSRM

To get updates from TSRM – i.e. When the status

of a Ticket has chan ed. The Gatewa sends a


Query Message to TSRM asking for the details ofall Tickets currently in the GW cache.

The GW then processes the Response from TSRM


20/32


Gateway Triggers

In order to pick up the TTState changes a FILTER WITH:

LogTicket=1 and TTState=1' will need to be set.

This is different to the default one of LogTicket=1.

This is not the Default setting as TTState was originally meant for theResync Functionality, it now has additional use preventing unneccessary


.

By default we set the TTState to 1 when any operation occurs on the alert.

AFTER IDUC we set TTState=0 - this means we have seen the update.

So if in the next IDUC no one changes the Alert we will not process it giventhe above filter


21/32


Tailoring the Triggers in order to stop sending unrequiredchanges to TSRM

create or replace trigger tt_state_change_status_reins_tblgroup tal_gateway_grp

priority 1comment 'Trouble Ticket State change processing for ALERTS.STATUS'before reinsert on alerts.statusfor each rowbeginif ( %user.is_gateway = false)


set old.TTState = 1;elseif (%user.description 'failover_gate' and %user.description 'ticket_gate')thenset old.TTState = 1;end if;end;

go


22/32


Tailoring the Triggers cont.

create or replace trigger tt_state_change_status_reins_tblgroup tal_gateway_grppriority 1comment 'Trouble Ticket State change processing for ALERTS.STATUS'before reinsert on alerts.statusfor each rowbeginif ((old.Severity != new.Severity or new.TTNumber='') and new.LogTicket=1)then


. _thenset old.TTState = 1;elseif (%user.description 'failover_gate' and %user.description 'ticket_gate')thenset old.TTState = 1;end if;end if;end;go


23/32


Limitations

This solution does not cover a situation where the followingseverity changes have occurred 3->4->3 in a single iduc cycle.

In this case the gateway will assume the alert has changed andsend it over to TSRM.


.

we can check if the ticket number is not populated in order tocreate the ticket and check that the severity is 0 in order to sendthe clear update. This could reduce the load on TSRM. So in thiscase we would have the following if clause in the trigger:

if ((new.Severity=0 or new.TTNumber='') and new.LogTicket=1)


24/32


Integration Framework Performance Tuning

It is strongly recommended that a dedicated Application

Server / JVM / Cluster is used for all Incoming IntegrationFramework transactions

Out of the Box the Object Structure used by the Gateway has

a roximatel 115 attributes. This could be si nificantl


higher if other ‘add-on’ products are installed

When a Query is sent to TSRM to check the status of Active

Tickets created by the Gateway. A message with All

Attributes for All Active Tickets will be returned

The Gateway will need to Parse a lot of information it does

not need


25/32



These are the TSRM Attributes the Gateway needs to operate

– INCIDENT.CLASS

– INCIDENT.CHANGEDATE – INCIDENT.DESCRIPTION

– INCIDENT.REPORTEDBY

– INCIDENT.REPORTEDPRIORITY

– INCIDENT.EXTERNALRECID


– INCIDENT.EXTERNALSYSTEM_TICKETID

– INCIDENT.STATUS

– WORKLOG.CLASS*

– WORKLOG.CREATEDATE*

– WORKLOG.DESCRIPTION*

– WORKLOG.DESCRIPTION_LONGDESCRIPTION*

* Note: This are only needed if you are implementing Journaling.


26/32



We recommend that a new Object Structure is created which

would include only the Attributes the Gateway needs Create Object Structure OMNIIncident

– Add the Incident and Work Log Objects


– ,

this dialog to Exclude All Attributes except those mentioned inthe last slide.

– Now do Select Actions, Generate Schema to create the newschemas.

– Configure the GW Props file with the new URL for the HTTPServelet


27/32


Gateway Performance Tuning

https://www-

304.ibm.com/support/docview.wss?uid=swg21460308

This contains information on:


– Database Tuning

– Gateway JVM Tuning

– Tuning the Triggers/Filters to control Event Forwarding

– Among others!


28/32


Troubleshooting

Logging in TSRM

In the Logging Application set the following two

loggers


. . .

– log4j.logger.maximo.integration to DEBUG

– If possible set these to log to a separate File Appender


29/32


Common Problems

Multiple Tickets created in TSRM for a single Alert

in the Gateway.

This would suggest that the Gateway has not

received or rocessed the Res onse from TSRM


when the Create Message was received. Potentialcauses if SSL is used in TSRM but has not been

configured on the Gateway then the response

could not be interpreted.


30/32


Future Enhancements - Disclaimer

Information regarding potential future products is

intended to outline our general product direction and itshould not be relied on in making a purchasingdecision. The information mentioned regarding

otential future roducts is not a commitment,


promise, or legal obligation to deliver any material,code or functionality. Information about potential futureproducts may not be incorporated into any contract.The development, release, and timing of any future

features or functionality described for our productsremains at our sole discretion.


31/32


Future Enhancements

TSRM is able to send outbound messages when an Eventoccurs on a given record.

The Gateway will in a future release be able to receiveupdates from TSRM when a change to a Ticket it owns hasbeen done by a user.


these outbound messages. Rules can be configured to only send data to the Gateway

regarding Tickets created By the Gateway.

Also only certain updates on this Tickets could be sent – i.e.

only send a message to the GW when the Status of theTicket changes.


32/32


Thanks and . . . . .

Any Questions?


Documents

2011 07 19 STE NetcoolOMNIbus TPAE TSRM IntegrationV2