This section describes how to integrate the HP-Peregrine Service Desk product with the Service Desk component of IBM Tivoli Service Request Manager.
The following table lists the installation and configuration tasks required to integrate HP-Pereguine with Service Request Manager.
Step Task Description
Step 1 Install the prerequisite software:
v IBM Tivoli Service Request Manager version 7.1 with the Service Desk component
v The HP ServiceCenter version 6.1 components:
– HP ServiceCenter server – HP ServiceCenter Web Services – HP ServiceCenter thick client, to allow
connections to the HP ServiceCenter server
Refer to the IBM Tivoli Service Request Manager Installation Guide for instructions on how to install IBM Tivoli Service Request Manager. When you install the Service Desk component of Service Request Manager, an integration module for HP-Peregrine is automatically installed on the same computer.
Refer to the HP ServiceCenter documentation for instructions on how to install the HP ServiceCenter components.
Step 2 Use the Service Request Manager product interface to configure your Service Request Manager installation:
v Update system properties to enable Maximo Enterprise Adapter (MEA) objects to work correctly.
The Maximo Enterprise Adapter (MEA) is a component on the Service Request Manager server that is used as a two-way communications interface between Service Desk and Tivoli Directory Integrator (TDI).
v Generate an XML schema for object structures used by the Service Desk component of Service Request Manager.
The Maximo Enterprise Adapter (MEA) is a component on the Service Request Manager server that is used as a two-way communications interface between Service Desk and Tivoli Directory Integrator (TDI).
An object structure consists of one or more records that develops its XML content from a particular object. You must generate an XML Schema Definition (XSD) to define the legal XML elements for each of the object structures used by Service Desk.
Step 3 Configure your HP ServiceCenter installation. Set up the Web Services server, add Web Services API database attributes, and verify that the required new fields were created in HP ServiceCenter.
Step 4 Install and configure IBM Tivoli Directory Integrator (TDI):
v Install one or more TDI servers.
v Configure the mxe.properties file on each TDI server to specify a login user that the TDI server can use to access Tivoli Service Request Manager.
v (Optional) Configure secure (SSL) communication between the Service Request Manager server and TDI server.
Tivoli Directory Integrator is used as a
communications interface between HP-Peregrine and Tivoli Service Request Manager. While a single TDI server can handle the data flow between
HP-Peregrine and Service Request Manager, you might want to install multiple TDI servers for failover purposes.
Step 5 Start the TDI servers. Start the TDI servers after the preceding steps are completed.
Configuring your Service Request Manager installation
The following topics describe how to configure your Service Request Manager installation.
Configuring system properties
This topic describes how to update system variables that enable Maximo Enterprise Adapter (MEA) objects to work correctly.
The Maximo Enterprise Adapter is the framework for integrating external applications with Service Request Manager and other products that run on the same base. In the TEC integration environment, the Maximo Enterprise Adapter serves as the communications interface between Service Desk and Tivoli Directory Integrator (TDI). The MEA component was installed on the Service Request Manager server when you installed the Service Request Manager product.
To enable MEA objects to work correctly, use the System Properties application, accessible from the Service Request Manager user interface, to update each of the system properties shown in the following table. Obtain the values for these properties before you perform the procedure.
System property Description Default value
setting.DISPLAYTIME Specifies the time format used when the MEA works with date queries. The default time format is HH:mm:ss.
HH:mm:ss
mxe.int.webappurl Specifies the root URL from the Service Request Manager installation. This URL will be referenced from the XSD files that you generate for each object structure used by Service Desk. (See “Generating XML schemas” on page 13.)
http://localhost:80/meaweb For secure (SSL) connections:
https://localhost:9443/meaweb
mxe.int.globaldir Specifies the global directory of the Service Request Manager installation. This
directory will be used to store the XSD files that you generate for each object structure used by Service Desk. (See “Generating XML schemas” on page 13.)
C:\IBM\Maximo
Complete the following steps to modify each of the system properties shown in the preceding table:
1. Log on to Service Request Manager as an administrator with authority to perform system configuration tasks.
2. From the Go To menu on the Navigation Toolbar, select System Configuration → Platform Configuration → System Properties.
3. On the System Properties window, search for the system property that you want to modify.
To search, open the Filter and type the property name in the filter field in the Property Namecolumn. Then press Enter.
4. Click View Details next to the property name to display the Global Properties Detailssection of the window.
5. Enter the property value in the Global Value field.
6. From the Select Action menu on the application toolbar, select Live Refresh.
7. Click OK on the Live Refresh dialog.
The new property value is displayed in both the Global Value and Current Valuefields.
Generating XML schemas
This topic describes how to generate an XML Schema Definition (XSD) for each of the object structures used by Service Desk.
Use the Object Structures application, accessible from the Service Request Manager user interface, to generate an XML schema for each of the object structures shown in the following list.
MXCLASSIFICATION MXOSTICKET
MXOSPROBLEM MXOSINCIDENT MXOSSERVREQ
Complete the following procedure to generate the XML schemas for each of the listed object structures:
1. Log on to Service Request Manager as an administrator with authority to perform system configuration tasks.
2. From the Go To menu on the Navigation Toolbar, select Integration → Object Structures.
3. Repeat the following steps for each object structure in the preceding list:
a. On the List tab, search for the name of the object structure (for example, MXCLASSIFICATION).
To search, open the Filter and type the name of the object structure, or a partial name, in the filter field in the Object Structure column. Then press Enter.
b. Click the object structure name to open the record for the object structure.
c. From the Select Action menu, select Generate Schema/View XML.
A message box opens, asking if you want to generate a schema for each operation.
d. Click OK. The View XML dialog box opens.
e. Click OK to return to the List tab.
Configuring your HP ServiceCenter installation
This section describes the configuration tasks you must perform in your HP ServiceCenter installation to enable the integration with Tivoli Service Request Manager and to prevent conflicts between ticket records.
To enable integration between HP ServiceCenter and Tivoli Service Request Manager, and to prevent duplication of records, there must be a field in both applications to hold the external ID value of a ticket in the Service Request Manager application. In Service Request Manager, this field is created during installation. In HP ServiceCenter, you must manually create the fields.
Setting up the Web Services server
Use this procedure to set up the Web Services server for HP ServiceCenter.
1. Open the file sc.cfg, located in the following directory:
peregrine_home\ServiceCenter Server\RUN
where peregrine_home is the root installation directory of your HP ServiceCenter server.
2. Add or edit the following line in the file:
scenter -apiserver:port -log:../logs/ws.log
where port specifies the port number to be used as the Web Services listener.
The default port is 12700.
3. Restart the HP ServiceCenter Console.
Adding Web Services API database attributes
The HP OpenView ServiceCenter Web Services API does not include all required database attributes by default. The Service Desk integration assembly lines are dependent on attributes that are not included. Use this procedure to add the required attributes.
Complete the following configuration steps to enable Peregrine to publish the tables and fields that will be queried or updated by the AssemblyLines:
1. Open Peregrine Service Center Client and connect to the server.
2. Go to System Definition → Tables → probsummary.
3. On the Fields and Keys tab, locate the fields shown in the following table:
Field name Field Name in API Field Data Type in API
contact.email ContactEmail
contact.phone ContactPhone
contact.time ContactTime DateTimeType
extension ContactPhoneExtension
user.priority UserPriority
4. For each of the fields shown in the preceding table, select the Include in API check box and enter the values shown in the table in the Field Name in API and Field Data Type in API fields.
Note: If the Field Data Type in API column in the table does not contain a value, do not enter any value in the client window. The data type will default to StringType.
5. Go to System Definition → Tables → rootcause.
6. Do the following for all fields:
a. Select the Include in API check box.
b. Leave the Field Name in API field empty.
c. For each field with type Date/Time in the General Properties section, select StringType.
Verifying the new fields
Use this procedure to verify that the correct fields were published.
1. Open the Peregrine Service Center Client and connect to the server.
2. Go to Menu Navigation → Toolkit → DatabaseManager.
3. Click File, type extaccess, and click Enter.
4. For the following services, click on the Data policy tab and verify that the following fields are published:
ServiceDesk
IncidentManagement ProblemManagement
Verifying time zone settings
Before running the Peregrine AssemblyLines that use the Call connector, verify that the time zone setting of the connector matches the time zone configured in HP ServiceCenter.
Check the setting in the Offset hour from UTC field on the configuration window of the Call connector. Verify that this value is the same as the time zone configured in HP ServiceCenter. To check the time zone in ServiceCenter:
1. Log in to the ServiceCenter client.
2. Open the System Navigator tab.
3. Navigate to Menu Navigate → Utilities → Administration → Information.
4. Double-click System Information Record.
5. On the Date Info tab, verify the time zone setting.
Installing Tivoli Directory Integrator (TDI)
Use the TDI installation program provided with the Tivoli Service Request Manager Integration Toolkit to install a TDI environment that supports the integration of HP-Peregrine with Service Desk.
To install one or more TDI servers, use the procedure described in the following section:
Chapter 2, “Installing Tivoli Directory Integrator (TDI),” on page 3
The TDI installation command available with the IBM Tivoli Service Request Manager Integration Toolkit has a required parameter for the location of the IBM Tivoli Enterprise Console (TEC) non-TME logfile adapter. If you are not integrating Service Request Manager with the TEC product, you can specify any valid text string for this parameter.
Editing the mxe.properties file
Edit the mxe.properties file on each TDI server to identify the location of the Peregrine server and to specify login users that the TDI server can use for authentication to the Service Request Manager and Peregrine servers.
Complete the following steps to edit the mxe.properties file on each computer where Tivoli Directory Integrator is installed:
1. Change to the Tivoli Directory Integrator work directory (solution directory).
You specified a work directory when you installed Tivoli Directory Integrator.
2. Open the mxe.properties file.
3. Specify values for the following properties as shown:
default.maximo.authentication.required=true default.maximo.url=URL
default.maximo.user=user_ID
{protect}-default.maximo.password=password
where:
URL is the URL of your Service Request Manager server. (If you have more than one server, separate the URLs with spaces.)
user ID and password specify a user that is authorized to log on to Service Request Manager and that has the authority to create Service Desk tickets.
Note: Typing {protect}- in front of a property name instructs Tivoli Directory Integrator to encrypt the property value the next time it reads the file. In this case, the encrypted password will be shown if you open the mxe.properties file after the TDI server is started.
4. Specify values for the following properties as shown:
{protect}-config.peregrine.password=password config.peregrine.user=user_ID
config.peregrine.server.url=URL config.peregrine.server.port=port where:
user_ID and password specify the Peregrine user ID and password for authentication
URL and port specify the URL (for example, http://9.3.5.56) and port number of the Peregrine server.
5. Replace the default values shown for the following properties, if needed:
default.last.execution.date.Maximo_ESD=2008-01-01T06:00:00+00:00 delete.last.execution.date.Maximo_ESD=no
where:
default.last.execution.date.Maximo_ESD specifies the earliest date that a Service Desk ticket must be created to be queried by the AssemblyLine. This value is used only the first time an AssemblyLine is run for each object type (Incident, Problem, or Service Request). After that, the date of the last updated ticket is used.
delete.last.execution.date.Maximo_ESDcan be set to yes or no. If yes, the value of the default.last.execution.date.Maximo_ESD property is used as the date to query tickets the next time the AssemblyLine is run. Specify no to avoid querying unnecessary tickets every time.
Configuring SSL communication between the Service Request Manager and TDI servers
To configure secure (SSL) communication between the Service Request Manager and TDI servers, import the Service Request Manager certificate to a keystore in your TDI environment and reference the keystore from the solution.properties file.
Before you perform this procedure, you must configure SSL communication for the Web application server (for example, IBM WebSphere Application Server) that supports your Service Request Manager server. Refer to the administrator guide for your supporting Web application server for instructions.
Complete the following steps from each computer that hosts a TDI server in your environment. Repeat the steps for each Service Request Manager server to which the TDI server connects.
1. Using a browser, start a Service Request Manager session using the SSL port that was defined when the Web application server was configured for SSL. For example, enter a URL similar to the following:
https://srmserver.austin.ibm.com:9443/maximo/webclient/login/login.jsp Log on to Service Request Manager.
2. Export the certificate to a file using DER format. The following example shows the steps for Internet Explorer:
a. Select Properties from the File menu of the browser.
b. Click Certificates on the Properties window.
c. Click the Details tab on the Certificate window.
d. Click Copy to File.
e. Click Next on the Welcome page of the Certificate Export Wizard.
f. Select DER format on the Export File Format page of the wizard. Click Next.
g. In the File name field, enter the full path name of the file to which you want to export the certificate, for example, C:\certificates\tmp.cer. Click Next.
h. Click Finish.
3. Import the certificate into a new or existing keystore in your TDI environment.
You can run the following command to import the certificate if you are using the standard Java keystore process. (Tivoli Directory Integrator includes a Java distribution.) The command prompts you for a password to the keystore.
keytool -import -file cert_file -keystore tdi_store where:
cert_file
Specifies the full path name of the file to which you exported the certificate (for example, C:\certificates\tmp.cer)
tdi_store
Specifies the full path name of the keystore (for example,
C:\KeyRings\tdi_store.jks). The file is created if it does not exist.
4. Use the TDI Config Editor to edit the Java properties in the solution.properties file:
a. Start the TDI Config Editor:
v On Windows, select Start → Programs → IBM Tivoli Directory Integrator v6.1.1 → TDI Config Editor.
v On Linux or UNIX, run the following command:
TDI_home_directory/ibmditk
b. Select Edit Solution Properties from the Tools menu.
The solution.properties file is displayed.
c. Edit the Java properties for server authentication as follows:
javax.net.ssl.trustStore=tdi_store javax.net.ssl.trustStorePassword=password javax.net.ssl.trustStoreType=jks
where:
tdi_store
Specifies the full path name of the keystore (for example, C:\KeyRings\tdi_store.jks)
password
Specifies the password to the keystore
Starting the TDI servers
Complete the following steps to start each of the TDI servers in your environment.
Do not start the TDI servers if you have not completed configuration of the Service Request Manager server.
1. Change to the TDI working directory. You specified the TDI working directory when you installed Tivoli Directory Integrator.
2. Run the following command:
v (Windows) mxetdi.cmd v (Linux or UNIX) mxetdi.sh