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Tips and Tricks: xMatters for BMC Remedy ITSM7

Raj Bhowmick, Advisor, Michael Collins, Lead Advisor, xMatters

xMatters (alarmpoint) client training forum October 5 – 6, 2010, Manhattan

2 AGENDA

•  xMatters – Remedy Integration Architecture Overview – 10 minutes

•  Tips & Tricks #1 – Remedy Event Enrichment – 15 minutes

•  Tips & Tricks #2 – Customizing Remedy Subscription Panels – 15 minutes

•  Tips & Tricks #3 – Mobile Gateway – 15 minutes • Q&A – 5 minutes

3 REMEDY INTEGRATION OVERVIEW

• The xMatters Remedy integration enables the xMatters relevance engine to:

–  Match Remedy Incident or RFC related events against people’s roles, schedules, interests, etc.

–  Deliver notifications against the matching events using popular communication methods such as email, phone, blackberry, SMS, instant-messaging, etc.

–  Enable recipients to act against an incident or RFC related event •  Accept •  Communication and Collaborate •  Access

4 REMEDY INTEGRATION DATA FLOW

5 REMEDY INTEGRATION DATA FLOW DETAILS

1. Service Desk calls the AlarmPoint Java Client using Remedy filters, mapping the incident ID.

2. The APClient sends an Add Action to the APAgent. 3. The APAgent retrieves the incident details via web

service requests. 4. The enriched message is sent to AlarmPoint, which

notifies the appropriate recipients. 5. The response returns to the APAgent. 6. APAgent updates the Service Desk incident via web

service requests.

6 OOB REMEDY INCIDENT WORKFLOWS

7 OOB REMEDY CHANGE WORKFLOWS

8 XMATTERS - EVENT PROCESSING

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1.  Receive Event: an event is injected into AlarmPoint from an event source (through an integration or from the web interface).

2.  Process Event: a business process is created and started for the event.

3.  Generate Notifications: as part of the business process, notifications are generated.

4.  Dispatch Notifications: the generated notifications are dispatched to User Devices.

5.  Handle Responses: responses are received for the generated notifications.

9 INTEGRATION OVERVIEW

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10 INTEGRATION DATA FLOW

1. Data Mapping (Java Client Component) - Required for data tokenization of parameters, not required for preformatted XML injection

2.  Input Action Scripting (Java Client Component) - Allows modification of data before injection into AlarmPoint (Enrichment, Filtering, Suppression, Correlation, Logging) - Optional Step

3. Process Script (AlarmPoint Component) - Event level scripting (Event level scope) - first script that is invoked via a targeted event domain, process BEFORE notification - Required step

4. Presentation Script (AlarmPoint Component) - Notification level scripting, handles how the notification will be presented to the user (device specific – email versus pager, etc…) - Required step

5. Handler Script (AlarmPoint Component) - Notification level scripting, handles business workflow within AlarmPoint and calls back to the Response Action Scripting (Management System API calls and notification logging)

6. Response Action Scripting (Java Client Component) - Allows interaction with the Management System (API calls, local logging, etc …)

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Tips & Tricks #1: Remedy event enrichment

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• Tips & Tricks #2 – Customizing Remedy Subscription Panels – 15 minutes

–  Dynamic data population capability – controlling and customizing –  Creating dynamic search capabilities in subscriptions

13 SUBSCRIPTIONS - DEVELOPMENT REVIEW GENERAL

• Subscriptions Development Review General –  Option to specify a custom web page –  Location:

\AlarmPoint\webserver\webapps\cocoon\alarmpoint\jsp\subscription\

–  Language •  Subscription Panels are written in JSP (Java Server Pages) •  JSTL (JavaServer Pages Standard Tag Library) version 1.1.2

is included with AlarmPoint

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14 SUBSCRIPTIONS - DEVELOPMENT REVIEW API

• API –  JavaBean Component

•  Java classes that can be easily reused •  Any Java class that follows certain design conventions •  Container for accessing and modifying properties

–  Declaration •  The jsp:useBean element •  Use a bean that is stored within the specified scope •  If no such bean exists, the statement creates the bean •  Must specify an id attribute

–  determines the name of the bean. –  used to reference the bean.

–  Syntax •  <jsp:useBean id="beanName" class="fully_qualified_classname"

scope="scope"/>

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15 SUBSCRIPTIONS - DEVELOPMENT REVIEW API CONT.

• API cont. –  SubscriptionBean

•  Provides a way to access the data of a defined Subscription in the AlarmPoint system

–  Name, predicate values, timeframe, overrides, etc –  Form Data

•  Allows a user to enter data •  Sends data to server for processing •  Subscription, Messaging, and Login Panels

–  Input Names •  Each Input requires a name •  These names have to be predefined •  Server needs to know how to find the data in the request

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Tips & Tricks #2: Custom Remedy Subscriptions

17 MOBILE ACCESS ARCHITECTURE

18 MOBILE ACCESS - COMPONENTS

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• Components –  A mobile gateway integration consists of three parts

•  Integration Service •  Integration Deployment (In one or more Integration Agents) •  A set of jsp pages hosted on the Mobile Gateway

–  Installation Requirements •  AlarmPoint installs the Mobile Gateway automatically as a

component of the Webserver. •  A Webserver is required to facilitate a Mobile Gateway integration •  The AlarmPoint Integration Agent is a required component to

facilitate a Mobile Gateway integration.

19 MOBILE ACCESS – CONFIGURATION

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• Configuration and Customization –  Configuration

•  The name and location of the Mobile Gateway login page may be configured. By default the initial login page is located:

–  /webserver/webapps/mobilegateway/jsp/login.jsp •  This information can be changed in the mobileGatewayContent.xml

file located under: –  /webserver/webapps/mobilegateway/WEB-INF/classes/

resources/spring/integration/ •  The property in the file is:

–  <property name=“loginPage” value=“/jsp/login.jsp” /> –  Customization

•  The content of the Mobile Gateway can be completely customized using the provided API.

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Hands-on Tips & Tricks #3: Custom mobile access

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