HP Business Service Management (OMi) integration: monitoring event management

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Contents

Introduction

Configure xMatters

Install the integration agent

Configure HP OMi

Test the integration

Download resources

Introduction

This article provides installation, configuration, and implementation details for the xMatters On-Demand for HP BSM (with OMi) integration. The integration focuses specifically on automating notification when HP OMi detects something that requires attention.

When HP OMi detects something that requires attention, xMatters places phone calls, sends pages, messages, or emails to the appropriate personnel, vendors or customers.

xMatters is also persistent, escalating through multiple devices and personnel until someone accepts responsibility or resolves the problem. Once contacted, xMatters gives the notified person instant two-way communication with HP BSM Operations Manager i software. Responses are executed immediately on HP OMi, enabling remote resolution of the event.

This integration supports event notifications (from HP OMi to xMatters) through the use of web service calls via the xMatters integration agent. It also supports inbound actions (from xMatters to HP OMi) to update events remotely.

The Value:  This integration is meant to accelerate the notification of key personnel for important events to help reduce mean-time-to-resolution (MTTR) for the most business-impacting issues. Information about the event (such as failure) will be presented to the event resolver and decisions can be made in real-time. 

In addition, the ability to take simple actions on the event from any device gives the event resolver a quick way to deal with many issues and communicate to other team members the current state of the event.

During the process, every notification, response, and action is logged in xMatters. In addition, xMatters automatically annotates the original event with status information.

Integration created and supplied by Lei Liu.

Configure xMatters

Before configuring anything in HP OMi, you'll need to configure xMatters.

Create a REST API user

The first step in configuring xMatters is to create a REST API user to authenticate REST web service calls when injecting events.

This user needs to be able to work with events, but not update administrative settings. The best way to create a user for this integration is to have a dedicated "REST Web Service User" role that includes the permissions and capabilities. If this role does not exist in your deployment, you will need to create it, or ask your xMatters Client Success Manager to create it for you. (For detailed procedures about creating the role, see Authentication and Permissions.)

In the following example, this role is named "REST Web Service User".

To create a REST API user:

  1. Log in to the target xMatters system.
  2. On the Users tab, click the Add New User icon.
  3. Enter the appropriate information for your new user.
  4. Assign the user to the REST Web Service User role.
  5. Click Save.
  6. On the next page, set the web login ID and password. 
Make a note of these details; you will need them when configuring the HP side of the integration.

Create users and groups that will receive notifications

Notification Targets are the Assigned Group or Assignee value set for each monitoring event within HP OMi.

You can create multiple groups and users at once using the EPIC feature. 

Import the communication plan

The next step is to import the HP OMi communication plan. 

To import the HP OMi communication plan:

  1. Download the attached .zip or tar.gz file to your system, and then extract the contents.
  2. In the target xMatters system, on the Developer tab, click Import Plan.
  3. Click Choose File, and then locate the following file within the extracted archive:
xM-HP-OMi_2_1/com_plan.zip
  1. Click Import Plan.
  2. Once the communication plan is imported, click Plan Disabled to enable the communication plan.
  3. In the Edit drop-down list, select Forms.
  4. For the HPOMi form, in the Not Deployed drop-down list, click Create Event Web Service.
    • After you create the web service, the drop-down list label will change to Web Service Only.
  5. In the Web Service Only drop-down list, click Permissions.
  6. Enter the REST API user you created above, and then click Save Changes.
  7. Repeat step 7 through 9 for the HPOMi-fyi form as well.

Create an integration service

To enable REST/JSON event injection into the imported communication plan, you need to create an integration service on the "applications" event domain.

To create an integration service:

  1. Log in to the target xMatters system.
  2. On the Developer tab, click Event Domains.
  3. On the Event Domains page, click applications.
  4. At the bottom of the details page, in the Integration Services section, click Add New.
  5. Enter the following information:
    • Name: hpomi20
    • Description: Integration service for HP OMi integration
  6. Click Save.

Install the integration agent

To leverage the latest REST/JSON development from xMatters, install the integration agent version 5.1.4. (There is a known issue with the integration agent version 5.1.5, as explained here.)

To install the integration agent:

  1. Copy the folder containing the integration components into the integration agent; this process is similar to patching the application, where instead of copying files and folders one by one, you copy the contents of a single folder directly into the integration agent folder (<IAHOME>). The folder structure is identical to the existing integration agent installation, so copying the folder's contents automatically installs the required files to their appropriate locations. Copying these files will not overwrite any existing integrations.
  2. Modify the integration agent's IAConfig.xml file to include the paths for the new integration service.
  3. Modify the variables in the omi-config.js file associated with the integration services.

Configure HP OMi

Now that you've configured xMatters and installed the integration agent, it's time to configure HP OMi. 

Create a Connected Server

Configuring a connected server allows notification responses to update events appropriately.

To create a connected server:

  1. In the HP OMi interface, on the Administration tab, in the Operations Management area, click Connected Servers.
  2. Click the New Item icon.
    • HP OMi displays the Create New Server Connection dialog box.
  3. On the General page, in the Display Name field, type xMatters, and then click Next.
  4. On the Server Type page, select External Event Processing, and then click Next.
  5. On the Server Properties page, type the fully qualified DNS name of the server on which the xMatters integration agent is installed, and then click Next.
  6. On the Integration Type page, select Call External Event Web Service
  7. In the Root URL Path field, type /http/hpomi20_hpomi20, and then click Next.
  8. On the Outgoing Connection page, provide a username and password for the connected server.
    • These values are not validated by the integration; you can use any settings provided they conform to the minimum requirements of HP OMi.
  9. Ensure that the value in the Port field (default for the integration is 8081) matches the service-gateway port defined in the IAConfig.xml file.
  10. If the integration agent and xMatters have not been configured for SSL, clear the Use Secure HTTP check box.
  11. Select the Supports Synchronize and Transfer Control check box, and then click Next.
  12. On the Event Drill-down page, click Next.
  13. On the Incoming Connection page, enter the password specified in the omi-config.js (configuration file inside of the integration agent).
  14. Click Finish.

Create an event forwarding rule

Each deployment of the integration requires a unique event forwarding rule, specific to each deployment, based on the organization's assessment of which events are appropriate to be sent to xMatters. An organization can choose to have more than one event forwarding rule, but for the integration to function correctly, an event forwarding rule must exist and be associated with the xMatters connected server.

The following steps provide an example of how to create a forwarding rule; the rule required for your integration will not be precisely the same.

To create an event forwarding rule:

  1. In the HP OMi interface, click the Tune Operations Management tab drop-down list, and then click Forwarding Rules.
  2. On the Event Forwarding Rules page, click the New Item icon.
    • HP OMi displays the Create New Event Forwarding Rule dialog box.
  3. In the General section, in the Display Name field, type xMatters Event Forwarding Rule.
  4. In the Condition section, click the Browse button beside the Event Filter drop-down list.
  5. In the Select an Event Filter dialog box, click New, and then select Simple Filter.
  6. In the Filter Configuration dialog box, in the Filter Display Name field, type xMatters Minor Severity Filter.
  7. Select the Minor Severity check box, and then clear the check box for all other severities.
  8. In the Correlation area, select All top level events, and then click OK.
    • HP OMi returns you to the Select an Event Filter dialog box, with the xMatters Minor Severity Filter selected.
  9. Click OK.
  10. In the Target Servers drop-down list, select xMatters, and then click Add target server (the plus symbol beside the drop-down list).
  11. In the Forwarding Type drop-down list, select Synchronize.
  12. Click OK.

Test the integration

You can use the packaged sendEvent.bat script to inject a test event into HP OMi.

On Windows, this script is located at:

C:\HPBSM\opr\support

For information on how to use the sendEvent.bat script, please refer to the HP OMi documentation.

To test the integration:

  1. Create an event via the sendEvent.bat script.
  2. If your Assigned Group value corresponds with an active group in xMatters, you should see the notifications in the Reports tab.
    • Email notifications should resemble the following:

  1. Respond to the notification with the Work On option to take ownership of this troubleshooting assignment; there will be no further escalation within the test group.
    • You can also choose to respond with Resolve if the underline issue is already addressed. 
To verify response result in HP OMi:
    1. Log in to HP OMi Web Console.
    2. On the Event Perspective tab, under Event Browser, locate the event used for testing notifications.
      • The Life Cycle State has changed to In Progress, indicating that the event was acknowledged from xMatters.
    3. To display the messages annotated to the event, click the Annotations tab.
      • An annotation indicates that the event was changed to "In Progress" by responder. For In Progress, Resolved, and Closed responses, the Assigned User is set to the person who responded.

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8 Comments

  • 0
    Avatar
    Marek Krauz

    This requires Integration Agent 5.1.5, but there is a known issue with BSM integration (https://support.xmatters.com/hc/en-us/articles/204552629-Integration-Agent-5-1-5-doesn-t-allow-custom-HTTP-responses)

    Do you know when that will be fixed?

    Can you also please elaborate on the new Integration Service configuration files?
    There are many new variables in omi-config.js files.

  • 0
    Avatar
    Lei Liu

    Hi Marek,

    IA 5.1.4 should be working with attached package. So there shouldn't be "custom HTTP responses" issue.

    As of omi-config.js files, line 1 through line 29 are variables or values need to be set in HP OMi. Line 41 through the end are xMatters instance and xMatters Communication Plan/Form configuration parameters.

  • 0
    Avatar
    Don Clark

    Thanks for the heads-up, Marek. I've updated the intro to that section to recommend the integration agent version 5.1.4 instead.

  • 0
    Avatar
    Isaac Green

    Hi Guys, I set this up and it's working with the exception of changing the event lifecycle state. Have any of you seen this behavior?

  • 0
    Avatar
    Travis DePuy

    Isaac, are you referring to making xMatters change the event lifecycle state on the OMi side based on a response, or something else? You might check out the IAHOME/log/AlarmPoint.txt file for any errors it might have making the necessary web service call to OMi.

  • 0
    Avatar
    Isaac Green

    The annotations are added properly, it's just the liecycle state change doesn't happen. The error is below:

    2015-08-31 10:47:38,198 [inbound.applications.hpomi20.normal-1] ERROR - Integration Service (applications, hpomi20) was unable to process a request due to an unexpected exception: java.lang.Exception: additionaltokens is missing from apxml. Request: <?xml version="1.0" encoding="UTF-8"?>

  • 0
    Avatar
    Travis DePuy

    Isaac, that is strange. The additionaltokens I think are what stores the properties marked with "include in callbacks" from the layout of the form in the gear drop down. So I'm surprised it isn't there. I would go ahead and open a ticket so the support folks can take a closer look.

  • 0
    Avatar
    Iain Rose

    Hi everyone,

    Just wanted to let you know that we've released an updated version of our OMi integration.

    You can get it here, https://support.xmatters.com/hc/en-us/articles/205492336

    --
    Iain

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