Tivoli IBM Tivoli Service Request Manager

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Tivoli

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IBM Tivoli Service Request Manager

Integration Guide

Version 7 Release 1

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Tivoli

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IBM Tivoli Service Request Manager

Integration Guide

Version 7 Release 1

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Note

Before using this information and the product it supports, read the information in “Notices” on page 73.

Second Edition - Compilation date: March 2009

This edition applies to version 7, release 1 of Service Request Manager and to all subsequent releases and modifications until otherwise indicated in new editions.

© Copyright International Business Machines Corporation 2007, 2009.

US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract

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Chapter 1. Integration overview

This section lists the software products that you can integrate with the Service Desk or Service Catalog components of IBM^®Tivoli^®Service Request Manager.

Products that integrate with Service Desk

You can optionally integrate one or more of the following products with Service Desk:

v IBM Tivoli Enterprise Console^®(TEC) version 3.9 v HP-Peregrine version 6.1.1

v IBM Tivoli Remote Diagnostics version 5.1 v IBM Lotus^®Sametime^®Connect version 7.5.1

v Genesys Computer Telephony Integration version 7.1 (A valid Genesys license is required.)

Note: Integration software and documentation for setting up and using the Genesys Computer Telephony Integration product with Service Desk is available in the IBM OnDemand Asset Library (OPAL) at http://opal.ibm.com.

Products that integrate with Service Catalog

You can optionally integrate the following product with Service Catalog:

v IBM Tivoli Identity Manager

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Chapter 2. Installing Tivoli Directory Integrator (TDI)

This section describes how to install IBM Tivoli Directory Integrator (TDI) to support the integration of Tivoli Service Request Manager with certain products.

IBM Tivoli Directory Integrator (TDI) manages the technicalities of connecting to and interacting with the various data sources that you want to integrate,

abstracting away the details of their APIs, transports, protocols and formats. Tivoli Directory Integrator is used to support the integration of the Service Desk

component of Tivoli Service Request Manager with the following products:

v IBM Tivoli Enterprise Console v HP-Peregrine

Tivoli Directory Integrator manages the data flow between one or more Service Request Manager servers and one or more application servers (for example, TEC servers or HP-Pereguine servers).

While a single TDI server can support the workload of synchronizing data between multiple sources, it is a best practice to install multiple TDI servers for failover purposes. With multiple TDI servers, a failure of one server does not interrupt the availability of data.

Use the procedure described in this section rather than the TDI product

documentation to install a TDI environment that supports the integration of Tivoli Service Request Manager with the products shown in the preceding list. For general information about IBM Tivoli Directory Integrator, refer to the product documentation at http://publib.boulder.ibm.com/tividd/td/

IBMDirectoryIntegrator6.1.1.html.

Before you install

This topic lists the tasks that you must perform prior to installing Tivoli Directory Integrator.

Before you install Tivoli Directory Integrator, complete the following tasks:

1. Install Tivoli Service Request Manager as described in the Installing IBM Tivoli Service Request Manager Installation Guide. (See the Installing section of this information center.)

2. Configure your Service Request Manager installation as described in the individual product integration sections for IBM Tivoli Enterprise Console and HP-Pereguine.

3. To support TEC integration with Service Desk, the TEC non-TME logfile adapter must be installed on each computer that hosts a TDI server. You can install the logfile adapter before or after you install Tivoli Directory Integrator.

See “Installing the TEC non-TME logfile adapter” on page 13 for more information.

Installing Tivoli Directory Integrator

Complete the following steps to install Tivoli Directory Integrator.

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1. Copy the installation files from the IBM Tivoli Service Request Manager Integration Toolkit image to a temporary directory on the computer where you want to install Tivoli Directory Integrator.

The TDI installation files are located in the following directory on the toolkit image or DVD:

/TDI/interp

where interp represents three directories named aix, windows, and linux. Copy the files from the interp directory appropriate for your operating system.

2. At a command prompt, change to the directory where the installation files are located.

3. Run the installation command that is appropriate for your platform:

v Windows^®:

installTDI.cmd -silent tdi_home tdi_working_dir″srm_host [srm_host2 srm_host3 ...]″ tec_log_file_adapter_bin Y | N

v Linux^®or AIX^®:

./installTDI.sh -silent tdi_home tdi_working_dir \″srm_host [srm_host2 srm_host3 ...]\″ tec_log_file_adapter_home Y | N

where:

-silent Specifies to install the product in silent mode, where the installation is performed with no user interaction.

tdi_home

Specifies the directory where you want to install the Tivoli Directory Integrator binary files. Specify any directory. The directory you specify is created for you if it does not exist.

tdi_working_dir

Specifies the directory where you want to install the Tivoli Directory Integrator files required by the products that are supported for

integration with Tivoli Service Request Manager. Specify any directory.

Typically, the working directory is a subdirectory of the tdi_home directory. The directory you specify is created for you if it does not exist.

srm_host [srm_host2 srm_host3 ...]

Specifies the hostname or IP address of one or more servers that host Tivoli Service Request Manager. Specify the fully qualified host name with the HTTP listener port of the supporting application server. (Port number 9080 is typically used for a WebSphere^® application server.) Be sure to enclose these arguments in double quotes (″), including the escape character (\) for UNIX^®, as shown in the command syntax.

tec_log_file_adapter_bin

Specifies the full directory path where you installed, or plan to install, the TEC non-TME logfile adapter on this computer. The specified file path must include the bin directory, for example, c:\tecwin\bin.

The TEC non-TME logfile adapter supports the integration of Tivoli Service Request Manager with IBM Tivoli Enterprise Console (TEC). If you do not plan to integrate with TEC, or you do not know the location of the TEC logfile adapter, enter any valid character or character string for this parameter. For example, enter a dot (.) or na.

After installation, you can edit a properties file (mxe.properties) on the TDI server to specify the location of the TEC logfile adapter.

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Y | N Specifies whether you want to use a common queue in a multiple TDI server environment. The default is Y (yes).

Repeat the preceding steps on each computer where you want to install Tivoli Directory Integrator.

Example 1: The following Windows command specifies that you want the TDI server to connect to two Service Request Manager servers (srmhost1 and srmhost2). No TEC logfile adapter is specified (na).

Example 2: The following UNIX command specifies a single Service Request Manager Server (srmhost) and the location of the TEC logfile adapter on the TDI server.

Configuring rotating log files

TDI log files can increase rapidly in size and therefore become difficult to open or maintain. Use a rotating log strategy to prevent logs from growing to an

unmanageable size.

Complete the following steps to configure rotating log files:

1. Open the log4j.properties file. This file is located in the following directory:

tdi_work/etc

where tdi_work is your TDI working directory (solution directory).

2. Add a comment marker (#) to the beginning of the line beginning with the following string:

log4j.appender.Default=

3. Add the following lines:

log4j.appender.Default=org.apache.log4j.RollingFileAppender log4j.appender.Default.MaxFileSize=max_size

log4j.appender.Default.MaxBackupIndex=max_files where:

max_size is the maximum size of a log file. For example, specify 10KB. (This number must be an integer.)

max_files is the maximum number of backup log files. For example, specify 50.

installTDI.cmd -silent C:\TDI C:\TDI\work "srmhost1.loc.com:9080 srmhost2.loc.com:9080" na Y

./installTDI.sh -silent /opt/TDI /opt/TDI/work \"srmhost.loc.com:9080\" /opt/IBM/Tivoli/tec/nonTME/bin Y

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Chapter 3. Integrating Tivoli Enterprise Console (TEC)

This section describes how to integrate IBM Tivoli Enterprise Console (TEC) with Service Desk.

Introduction to TEC Integration for Service Desk

The Tivoli Enterprise Console (TEC) Integration for Service Desk offering provides bidirectional communication between IBM Tivoli Enterprise Console (TEC) and the Service Desk component of IBM Tivoli Service Request Manager 7.1. This section provides brief descriptions of the IBM Tivoli Enterprise Console product, the Service Desk applications that integrate with TEC, and the benefits of integrating TEC and Service Desk functionality.

IBM Tivoli Enterprise Console (TEC)

IBM Tivoli Enterprise Console (TEC) is an event management software system that collects, consolidates and correlates events from a variety of event sources across the managed network, initiating automated corrective action when appropriate, in order to reduce the number of events that require human intervention to a

manageable size.

Events are consolidated or correlated by filtering redundant or low priority events, discarding duplicate events, discarding secondary events (events caused by other events) where appropriate, automatically closing a problem event when the related recovery event occurs, and other techniques. Rules define how events are to be processed.

TEC events are assigned a severity that indicates the seriousness of the underlying problem. The default classifications, in order of increasing severity, are

UNKNOWN, HARMLESS, WARNING, MINOR, CRITICAL, and FATAL.

Service Desk

The Service Desk applications most directly related to TEC integration are the ticket applications: the Service Request, Incidents, and Problems applications.

v The Service Requests application is used to create records of customer calls or email messages requesting service.

v The Incidents application is used to create records of incidents that result in an interruption to or reduction in the quality of a service.

v The Problems application is used to create records of the underlying problems that cause incidents and service requests.

Service Request, Incident, and Problem records are referred to as ticket records or ticket types. Ticket records can be created by a service desk agent or automatically using data from email messages, system monitoring tools, or external software applications such as IBM Tivoli Enterprise Console. After a ticket record is created, a person or group can take ownership of the ticket and see the issue through to resolution.

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Integrating TEC with Service Desk

After you install and configure TEC Integration for Service Desk, TEC events that meet defined criteria are used as triggers to automatically open ticket records in the Service Desk ticket applications. For example, by default, FATAL events trigger the opening of an Incident ticket, and CRITICAL events trigger a Service Request ticket. You can change the event criteria for opening Service Desk tickets and the types of tickets that are opened in response to events.

After a ticket is opened in Service Desk, subsequent updates to the ticket

automatically result in corresponding updates to the originating TEC event and all correlated events, provided that the events still exist in the TEC event cache. When the ticket is closed, all TEC events associated with the ticket are also closed.

The integration of TEC with Service Desk addresses an IT management need that Service Desk alone is not designed to meet. While a service desk agent might become aware of system outages and access failures reported by employees or customers, the Service Desk software is not intended as a solution for isolating and resolving performance and availability problems across computer networks. Tivoli Enterprise Console, on the other hand, is specifically designed to help ensure the availability of IT resources. The integration of TEC with Service Desk enables service desk agents to become aware of problems that need attention. The automated opening of Service Desk tickets in response to events accelerates the resolution process, reducing mean time to repair and in some cases solving a problem before it is reported by customers or becomes worse.

Prerequisite software

This section describes the prerequisite software required to integrate TEC with Service Desk.

Before you configure TEC Integration for Service Desk, the following products must be installed and running on one of the specified operating systems:

Product Operating System Reference

Service Desk component of IBM Tivoli Service Request Manager 7.1

Windows Follow the instructions in the Installing section of this information center to install the Service Desk component of IBM Tivoli Service Request Manager.

IBM Tivoli Enterprise Console (TEC), version 3.9 or higher

Windows, Linux, UNIX

Use the IBM Tivoli Enterprise Console installation media to install the TEC product.

The IBM Tivoli Service Request Manager product must be supported by a WebSphere application server and a database server. The supported database servers vary according to the operating system of the WebSphere server, as summarized in the following table:

Application server Operating system Database server

IBM WebSphere, version 6.0.2.17 Windows IBM DB2^®, Oracle, Microsoft^®SQL Server

Linux, AIX IBM DB2, Oracle

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When you install IBM Tivoli Service Request Manager, you can use the

middleware installer to install the WebSphere application server on a Windows, Linux, or AIX system. See the Installing section of this information center for details.

While the application server is typically installed on the same computer as the IBM Tivoli Service Request Manager software, it can be installed on a separate

computer. Note that IBM Tivoli Service Request Manager must be installed on Windows. An application server on Linux or AIX must reside on a separate computer.

Components of the TEC Integration for Service Desk solution

This section illustrates the components required to integrate TEC and Service Desk and the communication paths between them.

The components required to integrate TEC with Service Desk are shown in the following diagram:

When you install the TEC Integration for Service Desk software on a TEC server, the installer creates a rule base that defines the default event criteria for opening Service Desk tickets. You can change the default criteria by modifying the rule base. In Figure 1, moving from left to right, after a TEC server receives an event from an event source, it evaluates the event according to the rule base. If the event meets the established criteria, the TEC server forwards the event information to the Tivoli Directory Integrator (TDI) server .

Tivoli Directory Integrator serves as the interface between TEC and Service Desk.

When the TDI server receives the event information, it further evaluates the event to determine the type of Service Desk ticket to open and other ticket attributes, based either on default settings or on mappings that you configure using the TDI Configuration Editor. This information is passed on to the Service Request

Manager server, specifically to the Maximo^®Enterprise Adapter (MEA) component . The Maximo Enterprise Adapter provides interfaces for communication between Service Request Manager and external applications, in this case the TDI server.

When the ticket description is updated or the ticket is closed, the TEC event or events associated with the ticket are updated. The updated ticket information is communicated through the MEA to the non-TME logfile adapter on the TDI Figure 1. Components of the TEC Integration for Service Desk solution

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server. The non-TME logfile adapter is a TEC product component that you install on the TDI server. The logfile adapter is used to transmit information from Service Desk back to the TEC event server.

Your TEC Integration for Service Desk environment can include multiple TEC servers, multiple TDI servers and multiple Service Request Manager servers.

Although a single TDI server can accommodate the data flow from multiple TEC and Service Request Manager servers, it is a best practice to install multiple TDI servers to maintain availability in case of server failure.

TEC integration road map

This section provides an overview of the tasks required to set up bidirectional communication between Service Desk and one or more Tivoli Enterprise Console (TEC) servers.

Perform the tasks listed in the following table to set up TEC integration with Service Desk. The table describes the role of each component in the installation.

Step Task Description

Step 1 Install the prerequisite software: IBM Tivoli Service Request Manager with the Service Desk component, and IBM Tivoli Enterprise Console.

Refer to the Installing section of this information center for instructions on how to install IBM Tivoli Service Request Manager.

When you install the Service Desk component, an integration module is automatically installed and activated on the Service Request Manager server. The integration module provides an interface between Service Request Manager and Tivoli Directory Integrator (TDI).

The installation process also deploys a new maximo.ear file on the application server (IBM WebSphere) to support the integration between TEC and Service Desk.

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.

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.

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Step Task Description Step 3 Install and configure IBM Tivoli

Directory Integrator (TDI):

v Install the TEC non-TME logfile adapter on each computer where you installed or plan to install a TDI server.

v Install one or more TDI servers.

v Perform post-installation configuration for TDI servers on Linux or UNIX

v Configure the mxe.properties file on each TDI server to point to the location of the logfile adapter and to specify a login user that the TDI server can use to access Service Request Manager and create Service Desk tickets.

Tivoli Directory Integrator (TDI) is the broker between TEC and Service Desk. To support synchronization of TEC event status with Service Desk ticket status, Tivoli Directory Integrator forwards events from TEC servers to Service Desk and also transmits information from Service Desk back to TEC. Tivoli Directory Integrator uses the TEC non-TME logfile adapter to transmit information between Service Desk and TEC.

Multiple TEC servers and multiple Service Request Manager servers can be serviced by a single TDI environment. However, it is a best practice to install multiple TDI servers for failover purposes. With multiple TDI servers, a failure of one server does not interrupt the availability of data.

You can install Tivoli Directory Integrator before or after you install the logfile adapter. The logfile adapter is available on the IBM Tivoli Enterprise Console product installation media.

Step 4 (Optional) To configure a robust TDI failover environment in installations with more than one TDI server, perform the following procedures:

v Configure a common TDI System Queue.

v Configure a common TDI System Store.

v Start the Cloudscape^®server and verify JDBC connections.

The TDI System Queue is a TDI JMS messaging subsystem that facilitates the storing and forwarding of messages between TDI Servers and Assembly Lines. The TDI System Store is a relational database that enables persistent storage.

When installed, each TDI server has its own System Queue (provided the queue option is selected during installation) and System Store. By configuring a common System Queue and System Store for multiple TDI servers, you better ensure the availability of data in case of server failure.

The Cloudscape server is used to managed the common System Store. It is included with the IBM Tivoli Service Request Manager Integration Toolkit and is automatically installed when you install a TDI server from the toolkit.

Step 5 (Optional) Configure secure (SSL) communication between the Service Request Manager server and TDI server.

Before you perform this procedure, you must configure SSL communication for the Web application server (for example, IBM WebSphere Application Server) that supports the Service Request Manager server. Refer to the administrator guide for your supporting Web application server for instructions.

Step 6 Start the TDI servers. Start the TDI servers only after all the preceding steps are completed.

Step 7 Install the TEC Integration for Service Desk software on each TEC server.

The TEC Integration for Service Desk installation process populates, loads, and activates a rule base that defines the TEC event criteria for automatically opening Service Desk ticket records.

Step 8 Configure communication between the TEC server and the TDI servers.

A properties file (tdi_server.props) on the TEC server specifies the information that enables the TEC server to send events to, and receive data from, the TDI server. You can also specify additional TDI servers for failover purposes.

Step 9 (Optional) Customize communication between TEC and Service Desk.

TEC Integration for Service Desk provides default mappings of TEC event attributes to Service Desk ticket types and display fields. You can change the event criteria for triggering Service Desk tickets, the types of ticket records opened in response to events that meet specific criteria, and the information that is displayed in Service Desk text fields for an event.

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Step Task Description Step 10 (Optional) Edit configuration files to

reflect any changes in the TEC Integration environment.

If the location or other attribute of a TEC Integration component changes, you must update the appropriate configuration file to reflect the change.

For example, if the TDI server hostname and HTTP port changes, you must identify the new location to the TEC server by editing the tdi_server.props file on the TEC server.

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.

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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.

Installing the TEC non-TME logfile adapter

Tivoli Directory Integrator uses the non-TME logfile adapter component of TEC to transmit information from Service Desk to TEC. Install the adapter on each computer where you installed or plan to install a Tivoli Directory Integrator (TDI) server.

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The TEC non-TME logfile adapter must be installed on the TDI server to enable updates to TEC events when there are changes to the associated Service Desk tickets. While the service associated with the logfile adapter does not need to be started or configured, it is important that the postzmsg binary and all of its dependencies are available on the TDI server.

You can install the logfile adapter before or after you install the TDI server. You might have already installed a TDI server initially to support integration of Service Desk with a product other than TEC and now you want to use the same server to support TEC integration.

The TDI installation command available with the IBM Tivoli Service Request Manager Integration Toolkit has a required parameter for the location of the logfile adapter. If you install Tivoli Directory Integrator before you install the logfile adapter, you can specify either of the following values for this parameter:

v The location where you plan to install the logfile adapter.

v Any valid character string. For example, you could specify na if do not know the location of the logfile adapter. After the logfile adapter is installed, you can specify the location in the mxe.properties file on the TDI server host.

Use the following guidelines to install the logfile adapter:

v Install the non-TME logfile adapter from the installation media that comes with the IBM Tivoli Enterprise Console product directly to the TDI server.

v Depending on the operating system of the TDI server, install either the UNIX or Windows non-TME logfile adapter. The Windows non-TME logfile adapter is also known as the Windows event log adapter.

v Be sure to install the non-TME version of the logfile adapter. The TME^® version is not supported.

v It is suggested that you install the logfile adapter to the default location on Windows (C:\tecwin). There is no default location on UNIX. Install to any location on UNIX.

v Use all other default values provided. These values do not matter because Tivoli Directory Integrator provides the required values in real time to communicate with TEC.

Installing Tivoli Directory Integrator (TDI)

Use the TDI installation program provided with Tivoli Service Request Manager to install a TDI environment that supports the integration of TEC (and other

products) 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 program prompts you for the location of the TEC non-TME logfile adapter. The value you specify is entered into a properties file named mxe.properties. If you do not specify a location for the logfile adapter during installation, you can manually update the mxe.properties file after installation.

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Post-installation step for TDI on Linux or UNIX

Configure TDI installations on Linux or UNIX to enable the TDI server to send close events to Tivoli Enterprise Console when a Service Request ticket is closed.

Complete the following steps on each TDI server that is installed on Linux or UNIX:

1. Run the following command to start the TDI Config Editor:

TDI_home_directory/ibmitk

2. In the Config Editor, click File → Open and select the mxe.xml file.

3. Expand AssemblyLines.

4. Select the TECOutIncident

5. Repeat the following steps for each of the following AssemblyLines:

TECOutIncident TECOutProblem TECOutServiceRequest a. Select the AssemblyLine.

b. On the Data Flow tab, select postzmsg.

c. Select the Config tab (in the frame on the right).

d. Select the Connection sub-tab.

e. Select the Use sh check box.

Editing the mxe.properties file

Edit the mxe.properties file on each TDI server to specify the location of the TEC non-TME logfile adapter and to specify a login user that the TDI server can use to access Service Request Manager and create Service Desk tickets.

Edit the mxe.properties file on each computer that hosts a TDI server to specify the following values:

v The full directory path where the TEC non-TME logfile adapter was installed. If you specified the correct location of the logfile adapter when you installed Tivoli Directory Integrator, the mxe.properties file already contains this value.

v A Service Request Manager user ID and password that the TDI server can use to log on to Service Request Manager. The Service Request Manager user that you specify must have authority to create Service Desk tickets. You can specify either an LDAP or non-LDAP user, depending on the type of authorization required by Service Request Manager.

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. To specify or verify the location of the TEC non-TME logfile adapter, use the tecLogAdapterFilePathproperty. Specify the file path up to and including the bin directory.

Example for Windows:

tecLogAdapterFilePath=c:\tecwin\bin Example for Linux or UNIX:

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tecLogAdapterFilePath=/opt/IBM/Tivoli/tec/nonTME/bin

4. To enable the TDI server to access Service Request Manager, specify values for the following properties as shown:

default.maximo.authentication.required=true default.maximo.user=user_ID

{protect}-default.maximo.password=password

where 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.

Configuring a common TDI System Queue

Perform this procedure to configure a common TDI System Queue for a TEC integration environment with multiple TDI servers.

The TDI System Queue is a TDI JMS messaging subsystem that facilitates the storing and forwarding of messages between TDI Servers and AssemblyLines.

When your integration environment includes multiple TDI servers, each TDI server has its own system queue. Perform the following procedure to set up the system queue on one of the TDI servers as a common queue to be shared by all of the TDI servers.

Before you perform this procedure, ensure that you have completed the following:

v You installed all TDI servers with the queue option set to Y (yes).

v You specified the same path to the TDI home and the TDI work (solution) directory in all TDI installations.

Repeat the following steps on each TDI server that will not host the common queue:

1. For convenience in entering commands, set the environment variable TDI_SOLDIR to reference the location of the TDI work directory (solution directory) on this computer. For example:

set TDI_SOLDIR=c:\ibm\tdi1031d\work

2. Remove the file PWStoreServer +TEC.MqeReg from the following directory:

\work\\Registry\PWStoreServer\Queue

where work is the TDI work directory (solution directory) on this computer. The work directory is typically a subdirectory under the TDI home directory.

3. Map a drive to the TDI server that will host the common queue.

4. Change to your work directory and enter the following command on one line:

CreateLocalQueue TEC null null null nolimit nolimit PWStoreServer

″%TDI_SOLDIR%\pwstore_server.ini″

″com.ibm.mqe.adapters.MQeDiskFieldsAdapter:D:\work\Queues″

where:

v %TDI_SOLDIR% represents the path name of the work directory on this computer.

v D specifies the drive letter that you mapped to the TDI server that hosts the common queue.

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v work is the path name of the work directory on the TDI server that hosts the common queue. This directory path must be the same on all TDI servers.

The CreateLocalQueue command creates a new PWStoreServer+TEC.MqeReg file that specifies the location of the common queue to be shared by this TDI server.

Example:In the following example, the mapped drive is the Z:\ drive and the work directory on the remote computer where the common queue is located is

\ibm\tdi1031d\work.

CreateLocalQueue TEC null null null nolimit nolimit PWStoreServer

"%TDI_SOLDIR%\pwstore.ini"

"com.ibm.mqe.adapters.MQeDiskFieldsAdapter:Z:\ibm\tdi1031d\work\Queues"

5. Verify that the new PWStoreServer+TEC.MqeReg file was created in the following directory:

\work\\Queues\PWStoreServer\TEC

where work is the TDI work directory on this computer.

Configuring a common TDI System Store

Perform this procedure to configure a common TDI System Store for a TEC integration environment with multiple TDI servers.

The TDI System Store is a relational database that enables persistent storage (storage of objects that survive across JVM restarts). The product that implements the System Store is IBM DB2 for Java^™, also known as Cloudscape. A Cloudscape server is included with the IBM Tivoli Service Request Manager Integration Toolkit and is automatically installed when you install Tivoli Directory Integrator from the toolkit, using the procedure described in this guide.

When your integration environment includes multiple TDI servers, each TDI server has its own System Store. Perform the following procedure to set up the System Store on one of the TDI servers as a common store to be shared by all of the TDI servers.

Complete the following steps on all TDI servers, including the TDI server that will host the common System Store:

1. Change to the work directory and open the solution.properties file.

2. In the SYSTEM STORE section of the file, add comment markers (#) to the lines that configure Cloudscape to run in embedded mode so that the result is similar to the following segment:

3. Remove the comment markers (#) from the lines that configure Cloudscape to run in networked mode so that the result is similar to the following segment:

## Location of the database (embedded mode) - Cloudscape 10

#com.ibm.di.store.database=TDISysStore

#com.ibm.di.store.jdbc.driver=org.apache.derby.jdbc.EmbeddedDriver

#com.ibm.di.store.jdbc.urlprefix=jdbc:derby:

#com.ibm.di.store.jdbc.user=APP

#{protect}-com.ibm.di.store.jdbc.password=APP

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4. Replace all instances of localhost in the preceding segment with the IP address or fully qualified hostname of the computer that will host the common System Store. Replace all instances of the port number (1527 in the above example) with the actual port number used by the computer that will host the common System Store.

5. Replace the specified location of the TDISysStore directory (C:\TDI\TDISysStore in the preceding segment) as follows:

v On the computer that will host the common System Store, specify the exact path to the TDISysStore directory, as in the following example:

v On the other TDI servers, you can use the following shorthand notation to specify the location of the common System Store:

6. Locate the following segment in the solution.properties file:

7. Modify the preceding statement to specify the actual location of the pwstore_server.ini file. The pwstore_server.ini file is located in the work directory. For example:

Starting the Cloudscape server

Use this procedure to start the Cloudscape server on the computer that hosts the common System Store and to verify that all TDI servers can connect to the common System Store.

The Tivoli Service Request Manager Integration Tool Kit includes a Cloudscape server as well as a TDI server. The Cloudscape server is automatically installed with every TDI server that you install from the integration toolkit, using the procedure described in this guide. However, you need to start the Cloudscape server only on the computer that hosts the common System Store. Because the

## Location of the database to connect (networked mode) - Cloudscape 10 - DerbyClient driver com.ibm.di.store.database=jdbc:derby://localhost:1527/C:\TDI\TDISysStore;create=true

com.ibm.di.store.jdbc.driver=org.apache.derby.jdbc.ClientDriver com.ibm.di.store.jdbc.urlprefix=jdbc:derby:

com.ibm.di.store.jdbc.user=APP

{protect}-com.ibm.di.store.jdbc.password=APP

#

## Details for starting Cloudscape in network mode.

## Note: If the com.ibm.di.store.hostname is set to localhost then remote connections will not be allowed.

## If it is set to the IP address of the local machine - then remote clients can access this Cloudscape

## instance by mentioning the IP address. The network server can only be started for the local machine.

#

com.ibm.di.store.start.mode=automatic com.ibm.di.store.hostname=localhost com.ibm.di.store.port=1527

com.ibm.di.store.sysibm=true

com.ibm.di.store.database=jdbc:derby://9.48.163.207:1527/C:\tdi_home\work\TDISysStore;create=true

com.ibm.di.store.database=jdbc:derby://9.48.163.207:1527/TDISysStore;create=true

### MQe JMS driver initialization properties

## Specifies the location of the MQe initialization file.

## This file is used to initialize MQe on TDI server startup.

systemqueue.jmsdriver.param.mqe.file.ini=C:\TDI\MQePWStore\pwstore_server.ini

systemqueue.jmsdriver.param.mqe.file.ini=C:\ibm\tdi1025D\work\pwstore_server.ini

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Cloudscape server manages the common System Store independently of the TDI servers, the failure of a TDI server does not interrupt processing.

1. Perform the following steps on the computer that hosts the common System Store:

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. From the Store menu, select Network Server Settings.

c. Enter the fully qualified hostname or IP address of this computer in the Hostnamefield. (Do not enter localhost.)

d. Enter the port used by the Cloudscape server in the Port field. (This value should match the port specified in the solution.properties file when you set up the common System Store)

e. Click the Start button to start the Cloudscape server.

f. Click OK on the message popup window that tells you the Cloudscape server is running.

Note: When you start the Cloudscape server, the JDBC user password specified in the solution.properties file (APP by default) is encrypted. Before start

g. To test the JDBC driver connection, select View System Store from the Store menu. Click the Open button.

h. Double-click User Property Store to view the data.

In the following step, you will verify that the system stores on the other TDI servers contain the same data.

2. Repeat the following steps on each of the other computers that hosts a TDI server:

b. To test the JDBC driver connection, select View System Store from the Store menu. Click the Open button.

c. Double-click User Property Store to view the data.

d. Verify that the data is the same as the data in the common System Store.

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.

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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:

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:

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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

Installing TEC Integration for Tivoli Service Desk

This section provides background information and instructions for installing the TEC Integration for Service Desk software on the TEC server. You can perform either a manual or automated installation.

Installation overview

This section provides information to help you decide whether to perform a manual or automated installation of the TEC Integration for Service Desk software.

The central component of the TEC Integration for Service Desk software is a TEC rule set that defines the TEC event criteria for automatically opening Service Desk ticket records. The installation process involves importing the provided rule set definitions into a rule base (called the target rule base). To enable communication from the TEC server using the new rule set firing criteria, the rule base must then be loaded and activated and the TEC event server must be restarted.

The essential tasks of creating and enabling the new rule base are achieved in different ways, depending on whether you use the manual or automated installation procedure. Read the information in the following table to help you decide which procedure to use. Both procedures assume some level of proficiency with the Tivoli Enterprise Console product.

Manual procedure Automated procedure

Involves using individual TEC commands to control each step of the installation process.

Uses a single command that accepts a properties file as input. The properties file specifies default values that you can modify prior to installation.

Requires you to manually import the provided rule set definitions into an existing rule base or into a rule base that you create prior to installation.

Automatically creates a new rule base that inherits its base functionality from the default TEC rule base. (The default TEC rule base is named Default.) You can change the default name and location of the new rule base, and specify a different target for inheritance, by modifying the properties file.

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Manual procedure Automated procedure Allows you to defer loading and activating the new rule

base until any time after installation.

You might want to defer loading and activating the new rule base to a later time (for example, during a

maintenance window) because of its destructive nature.

Loading and activating a rule base is a destructive process for the following reasons:

v It requires a restart of the TEC event server. Events cannot be received while the event server is recycling.

v Custom or default actions that are configured to run in the current rule base might not continue to run in the new rule base, depending on how the rule set inheritance is configured.

Loads and activates the new rule base, and automatically restarts the event server, at installation time.

Manual installation

Complete the instructions in this section to perform a manual installation of the TEC Integration for Service Desk software.

The following table describes the major tasks for completing a manual installation.

Step Task Where to find information

1 Before you begin the installation procedure, prepare to work in your TEC server

environment. Also, create or identify a rule base to use as your target rule base for importing the TEC Integration for Service Desk rule set definitions.

“Preparing for installation”

2 Complete the installation procedure. The installation steps include importing the provided BAROC class definitions and rule set definitions into the rule base, and importing the rule set into the rule base target.

“Manual installation procedure”

on page 23

3 Recompile, load, and activate the rule base, and restart the event server.

“Loading and activating the rule base” on page 24

Preparing for installation

Complete the following steps before you begin the installation procedure.

1. Log on to the computer that hosts your TEC server with a user role of Super.

2. Set up the Tivoli environment variables:

v On a Windows system, open a command prompt and enter the following commands:

windowdir\system32\drivers\etc\Tivoli\setup_env.cmd bash

. windowdir/system32/drivers/etc/Tivoli/setup_env.sh where windowdir is the Windows installation directory.

Note: Be sure to enter a space after the dot (.) and use forward slashes in the last of the preceding commands.

Example:

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C:\WINDOWS\system32\drivers\etc\Tivoli\setup_env.cmd bash

. C:/WINDOWS/system32/drivers/etc/Tivoli/setup_env.sh

v On a UNIX system, run the following command from a bash shell:

. /etc/Tivoli/setup_env.sh

Note: Be sure to enter a space after the dot (.) in the preceding command.

The installation procedure must be completed from within this sourced Tivoli BASH shell environment.

3. Ensure the Tivoli Object Dispatcher (Oserv) is running by entering the following command:

odadmin odlist

4. Ensure the TEC server is running by entering the following command:

wstatesvr

5. Create or identify a target rule base.

You can use an existing rule base as your target rule base for importing the TEC Integration for Service Desk rule set definitions. If you do not want to import the TEC Integration for Service Desk rule set into an existing rule base, create a new rule base. You can create a new rule base by copying an existing rule base.

Note: Because of the restrictions established by the TEC product, the default TEC rule base, named Default, cannot be modified directly. However, you can copy the default rule base to create your target rule base.

Manual installation procedure

Complete the following steps to install the TEC Integration for Service Desk software.

1. Locate the following directory on the Tivoli Service Request Manager product installation DVD:

Install/ServiceDesk/Integration/tecServerInstall/mro_install

2. Copy all files in the mro_install directory to a temporary directory on the TEC server.

The mro_install directory contains the TEC Integration for Service Desk software. The following table describes the contents of this directory:

File name Description

mro_post.pl The event handler that sends events to the TDI server mro_Troubleticket.sh The rule set helper script

mro_troubleticket.baroc The BAROC class definitions to be imported into the target rule base

mro_troubleticket.rls The rule set that defines the TEC event criteria for automatically opening Service Desk ticket records

3. Copy each file from the temporary directory to the location specified in the following table:

File name Copy the file to the following directory:

mro_post.pl $BINDIR/TME/TEC

mro_Troubleticket.sh $BINDIR/TME/TEC

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File name Copy the file to the following directory:

mro_troubleticket.baroc rb_path/TEC_CLASSES mro_troubleticket.rls rb_path/TEC_RULES

where rb_path is the full directory location of the target rule base (the existing rule base to which you will import the TEC Integration for Service Desk rule set).

4. Change the UNIX file permissions (owner, owner group, and others) for each of the copied files to rwxr-xr-x by entering the following command:

chmod 755 filename

where filename is one of the file names listed in the preceding table.

5. Import the BAROC class definitions (mro_troubleticket.baroc) into your target rule base by entering the following command:

wrb -imprbclass rb_path/TEC_CLASSES/mro_troubleticket.baroc rb_name where rb_path is the full directory location of the rule base and rb_name is the name of the rule base.

6. Import the TEC Integration for Service Desk rule set (mro_troubleticket.rls) into your target rule base by entering the following command:

wrb -imprbrule rb_path/TEC_RULES/mro_troubleticket.rls rb_name

where rb_path is the full directory location of the rule base and rb_name is the name of the rule base.

7. Import the TEC Integration for Service Desk rule set (mro_troubleticket.rls) into your rule base target by entering the following command:

wrb -imptgrule mro_troubleticket rb_target rb_name

where rb_target is the rule base target and rb_name is the name of the rule base.

Note: The usual value for the rule base target is EventServer. Note that rule base target is not the same as target rule base. The rule base target determines the order in which the rules fire. To display a list of targets that are applicable to a rule base, enter the following command:

wrb -lsrbtarget rb_name

where rb_name is the name of the rule base. See the Tivoli Enterprise Console User’s Guide for more information about rule base targets.

You now have a new rule base that contains the TEC Integration for Service Desk rule set definitions.

The next step is to load and activate the rule base, and restart the TEC server, in order to enable communication from the TEC server using the new rule set firing criteria.

Loading and activating the rule base

Complete this procedure to load and activate the new rule base containing the TEC Integration for Service Desk rule set definitions. Perform all steps from within a sourced Tivoli BASH shell environment.

Note: Loading and activating a rule base is a destructive process that requires restarting the TEC event server. Instead of performing this procedure immediately after installation, you can wait until a more convenient time, such as a

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maintenance window. For more information about why you might want to defer loading the rule base, see “Installation overview” on page 21.

1. If you do not remember the name of the rule base that contains the mro_troubleticket rule set, run the following command:

wrb -lsrb

Make note of the rule base name exactly as it is listed.

2. Recompile the rule base:

wrb -comprules rulebase_name 3. Load and activate the rule base:

wrb -loadrb -use rulebase_name 4. Restart the TEC event server:

wstopesvr && wstartesvr

Note: Restarting the TEC server is mandatory in order for the rule set firing criteria to be initialized.

Automated installation

Complete the instructions in this section to perform an automated installation of the TEC Integration for Service Desk software.

The automated installation procedure uses a single command that performs the following tasks:

v Creates a new rule base as specified in an input properties file.

v Imports the TEC Integration for Service Desk rule set (mro_troubleticket.rls) into the new rule base.

v Loads and activates the rule base, and restarts the TEC event server.

v Creates a properties file (tdi_server.props) that you must edit to configure communication between the TEC server and the TDI server or servers.

The following table describes the major tasks for completing an automated installation:

Step Task Where to find information

1 Prepare to work in your TEC server environment.

“Preparing for installation”

2 Copy the installation files from the product DVD to the TEC server.

“Copying the installation files” on page 26

3 Optionally modify the input properties file to change default values for the installation.

“Modifying the input properties file” on page 26

4 Run the installation command. “Running the installation command” on page 27

Preparing for installation

Complete the following steps before you begin the installation procedure.

1. Log on to the computer that hosts your TEC server with a user role of Super.

2. Set up the Tivoli environment variables:

v On a Windows system, open a command prompt and enter the following commands:

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windowdir\system32\drivers\etc\Tivoli\setup_env.cmd bash

. windowdir/system32/drivers/etc/Tivoli/setup_env.sh where windowdir is the Windows installation directory.

Note: Be sure to enter a space after the dot (.) and use forward slashes in the last of the preceding commands.

Example:

C:\WINDOWS\system32\drivers\etc\Tivoli\setup_env.cmd bash

. C:/WINDOWS/system32/drivers/etc/Tivoli/setup_env.sh

v On a UNIX system, run the following command from a bash shell:

. /etc/Tivoli/setup_env.sh

Note: Be sure to enter a space after the dot (.) in the preceding command.

The installation procedure must be completed from within this sourced Tivoli BASH shell environment.

3. Ensure the Tivoli Object Dispatcher (Oserv) is running by entering the following command:

odadmin odlist

4. Ensure the TEC server is running by entering the following command:

wstatesvr

Copying the installation files

Complete the following steps to copy the installation files to the TEC server:

1. Locate the following directory on the Tivoli Service Request Manager product installation DVD:

Install/ServiceDesk/Integration/tecIntegrationInstall

2. Copy all files in the tecIntegrationInstall directory to a temporary directory on the TEC server.

The following table describes the contents of the tecIntegrationInstall directory:

File name Description

srm_tec_install The installation command that you run to perform an automated installation

srm_tec_integration.properties The input properties file that contains default values for the installation

Modifying the input properties file

The installation command uses an input properties file

(srm_tec_integration.properties) that specifies predefined default values for

installing the TEC Integration for Service Desk software on the TEC server. You can optionally change the default values before performing the installation.

The following table lists the defaults that you can modify:

variable=default value Description

rbName=srm_tec_integration The name of the new rule base to be created when you run the installation command

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variable=default value Description

rbPath=C:/IBM/srm_tec_integration The location of the new rule base

inheritFrom=Default The existing rule base from which the new rule base will inherit base functionality

rbTarget=EventServer The rule base target

Complete the following steps to modify the input properties file:

1. Change to the directory on your TEC server to which you copied the srm_tec_integration.properties file.

2. Edit and change any default values in the file. Save and close the file.

Example:

The following set of entries specify a different name and location for the new rule base to be created by the installation command:

rbName=sdtec_rb

rbPath=C:/Program Files/Tivoli/bin/win32-ix/bin/TME/TEC/sdtec_rb inheritFrom=Default

rbTarget=EventServer

Running the installation command

Complete the following steps to perform the automated installation:

1. Change to the directory on your TEC server to which you copied the srm_tec_install file.

2. Enter the following command:

./srm_tec_install

Configuring communication between TEC and TDI servers

Each TEC server sends events to, and receives data from, a TDI server.

Communication between the TEC server and TDI server is controlled by a properties file named tdi_server.props, located on the TEC server. Edit the tdi_server.props file to identify the code set for incoming events, the TEC server, the primary TDI server, and any additional failover TDI servers.

Complete the following procedure to enable communication between the TEC and TDI servers:

1. If you used the manual procedure to install the TEC Integration for Service Desk software, create a new file named tdi_server.props in the directory

$BINDIR/TME/TEC. Set the UNIX file permissions to 755:

chmod 755 tdi_server.props

If you used the automated installation procedure, the tdi_server.props file was created with the correct file permissions. Change to the $BINDIR/TME/TEC directory where the file is located.

2. Add or edit the required configuration values in the following format:

code_set:TEC_hostname:TEC_port:tdi_server1:tdi_port1:tdi_server2:tdi_port2 . . .

where:

code_set

Specifies the coded character set (code set) in which events are

Tivoli IBM Tivoli Service Request Manager

Tivoli

IBM Tivoli Service Request Manager

Integration Guide

Tivoli

IBM Tivoli Service Request Manager

Integration Guide

Contents

Chapter 1. Integration overview

Products that integrate with Service Desk

Products that integrate with Service Catalog

Chapter 2. Installing Tivoli Directory Integrator (TDI)

Before you install

Installing Tivoli Directory Integrator

Configuring rotating log files

Chapter 3. Integrating Tivoli Enterprise Console (TEC)

Introduction to TEC Integration for Service Desk

IBM Tivoli Enterprise Console (TEC)

Service Desk

Integrating TEC with Service Desk

Prerequisite software

Components of the TEC Integration for Service Desk solution

TEC integration road map

Configuring your Service Request Manager installation

Configuring system properties

Generating XML schemas

Installing the TEC non-TME logfile adapter

Installing Tivoli Directory Integrator (TDI)

Post-installation step for TDI on Linux or UNIX

Editing the mxe.properties file

Configuring a common TDI System Queue

Configuring a common TDI System Store

Starting the Cloudscape server

Configuring SSL communication between the Service Request Manager and TDI servers

Starting the TDI servers

Installing TEC Integration for Tivoli Service Desk

Installation overview

Manual installation

Preparing for installation

Manual installation procedure

Loading and activating the rule base

Automated installation

Preparing for installation

Copying the installation files

Modifying the input properties file

Running the installation command

Configuring communication between TEC and TDI servers