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Best Practices for Customizing xMatters Integrations with HP Operations Manager and Network Node Manager
Aaron Magi, Integrations Lead Engineer amagi@xMatters.com

xMatters (alarmpoint) client training forum

October 5 6, 2010, Manhattan

OVERVIEW

Section 1 Quick Overview:

High level overview of the xMatters HP NNMi integration including Mobile Gateway (5min) High level overview of the xMatters HP OMW integration (5min)

Section 2 In-depth Training:

Extend NNMi to send new data to xMatters (10min) Extend NNMi to allow creation of Incident tickets within HP Service Manager (10min)

Section 3 In-depth Training:

Add a new response choice to OMW (10min)

Questions at the end of each section Presentation Slides and Videos will be available after the conference

AGENDA OVE RV IEW

Section1: Introduction and Overview

High level overview of the xMatters HP NNMi integration including Mobile Gateway (5min) High level overview of the xMatters HP OMW integration (5min)

NNMI 9

Example of the HP Network Node Manager (NNMi)

MANAGEMEN T S YSTE M TO ALA RM PO INT

Communication for NNMi 1.WS Eventing 1. NNMi uses WS Eventing to communicate to AlarmPoint 2. When the AlarmPoint webserver starts up it runs a servlet 1. The servlet creates a WS Eventing Subscription to NNMi 2. This subscription is based off nnmi.properties 1. The properties file associates which types of events the subscription is targeted for 3. When an event occurs in NNMi that matches the WS Eventing subscription the event details are sent to AlarmPoint 1. The servlet receives the Web Service call from NNMi 2. The call is then put though a XSL transform (NNM2APEvent.xsl) 3. The XML data is then used to create a SOAP Web Service call to AlarmPoint to inject a new event

ALARM POINT

AlarmPoint receives the SOAP request and creates an event AlarmPoint loads the AlarmPoint Scripts Initial script processes the event Presentation script is loaded to create the presentation details and response choices for users devices

ALARM POINT BA CK TO N NM I

AlarmPoint users reply on their device Response script is loaded and processes the response The response script calls NetworkNodeManagerScriptObject This is an AlarmPoint written java wrapper which sends web service requests to NNMi to update the Incident AlarmPoint sends a web service request to NNMi using WS-I APIs for Incident (reference NNM-SDK9.0.pdf) Own (updateAssignedTo, this API update was introduced by the NNMi team upon a request by AlarmPoint) Change Priority Close Annotate

MOBILE GATE WAY

1. 2. 3. 4. 5. 6.

A User sends a request from a mobile device to the AlarmPoint Mobile Gateway. The Mobile Gateway processes the request and relays instructions to the AlarmPoint Integration Agent. The Integration Agent communicates via a Java Wrapper, which interacts with Axis2 Java Service Stubs making requests to NNMi. The response is sent back to the Integration Agent though the Java Wrapper. The Integration Agent processes the response and sends it back to the Mobile Gateway. Rendered results are sent back to the mobile device.

HP NNMI

Error detected by NNMi. NNMi asks AlarmPoint to go hunt down users in the appropriate group

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As the notifications are sent out AlarmPoint updates the event

The Notes show who was notified, when they were notified and how they were notified

HP NNMI
and response choices to begin resolving the event

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Notifications are sent out

with event content

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The response choices change the State as well as provide annotation for who, when and how

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OMW 8.10

1. 2. 3. 4. 5. 6.

When an event occurs on a system monitored by HP Operations Manager, OM-W creates a message which triggers the Forward Messages to AlarmPoint policy. If the Policys conditions are true (the default setting is for any message of Critical severity), the message details are sent to omw.vbs. The enriched details are then sent to the AlarmPoint Integration Agent using an AlarmPoint AddEvent via HTTP POST. The Integration Agent sends the event to AlarmPoint, which in turn notifies the Group defined in the originating messages Message Group field. The notification response returns from AlarmPoint to the Integration Agent, which sends an OM-W Request to OmwApt.vbs via Response Action Scripting. OmwApt.vbs sends a remote WMI action to OM-W to update the message.

ALARM POINT OMW POLIC Y

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We create 2 policies in OMW 1.Forward messages to AlarmPoint

Fires on critical/major events and sends the message details via command line to omw.vbs Fires upon acknowledged events sending a delete This delete clears the notifications within AlarmPoint stopping escalations and further notifications to notifiable users and groups

2.Delete messages in AlarmPoint

We expect that customers will create multiple Policies and will use these as templates

FORWARD MESSAGES TO ALA RM PO INT POLICY

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VBS SCRIP TS ON THE O PE RA TIO NS M AN AG ER WIND OWS SER VER

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VBS scripts receive the attributes from the Policy and send the data to the Integration Agent via HTTP POST

MANAGEMEN T S YSTE M TO IN TEG RATIO N AG ENT TO ALAR MPOIN T

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Integration Agent is running a HPOMW service

xml file defines the service details js file controls the data sent and received from AlarmPoint Any enrichments for data coming though APClient.bin

Integration Agent sends event into AlarmPoint

AlarmPoint loads the AlarmPoint Scripts Initial script processes the event Presentation script is loaded to create the presentation details and response choices for users devices

INTEGRATION AGENT BACK TO OMW

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AlarmPoint users reply on their device Response script is loaded and processes the response External service message/request is sent to Integration Agent Includes request_text (method to call) and message_text (annotation) Integration Agent process request The request is processed and a command is run to pass the details to OmwApt.vbs OmwApt.vbs sends a remote WMI action to OM-W to update the message The actions are based off the OV_Message WMI API Acknowledge Own Change Severity Annotate

OPERATIONS MANAGER FOR WINDOWS

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Error detected by OVO. OVO asks AlarmPoint to go hunt down users in the Operations group. Event annotated to show process.

As AlarmPoint notifies Operations staff the event is annotated showing the specific notification that was sent out.

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Notification shows problem text and provides response options such as Acknowledge or Note (to add free text annotations).

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And the time and user are stored so you can see who performed the action.

Users response causes changes to the event, in this case the event was Acknowledged by the user.

The event State actually changed as a result of the response.

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Questions?

AGENDA OVE RV IEW

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In-depth Training
1. Extend the integration to add new data to be sent from NNMi to xMatters 2. Extend NNMi to allow creation of Incident tickets within HP Service Manager

AGENDA OVE RV IEW

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Section 2: In-depth Training Add new data to the notification:

Extend the integration to add new data to be sent from NNMi to xMatters We will choose site and sourceNodeLongName to be sent from NNMi Update the xsl to process the new attribute Update xMatters Scripting to accept the new attribute

Places updates need to take place

NNM2APEvent.xsl which processes what attributes we send to xMatters (Runs on the xMatters Web Server) Presentation Action Script

OUT OF THE BOX BLACKBERRY NOTIFICATION

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FIGURE OUT WHICH ATTRIBUTE WE WANT TO SEND TO ALARMPOINT

2 Methods to lookup which attributes we want to send

1.Use the manual 1. Open NNM-SDK9.0.pdf 2. Inventory Object Attributes specifies all attributes available for each of the APIs 3. Incident, p.46 specifies the attributes available 2.Open the Incident in NNMi 1. This lets you see which attributes are available but does not tell you their reference names to retrieve them from WSEventing

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NNM2APEVENT.XSL UPDATES

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NNM2APEvent.xsl

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UPDATE THE ALARMPOINT SCRIPTS

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Update the AlarmPoint Presentation Scripts to show the new attribute on the notifications
Start up the AlarmPoint Developer IDE Go to the presentation scripts Add the new attribute for email and bes

N E W BE S NOTIFICATION

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Site Code and Fully Qualified Domain Name Added

VIDEO

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Questions

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Section 2: In-depth Training Create SM Incidents from NNMi notifications

Check the Documentation/API to see what data can be sent to the SM Mobile Access when creating incidents Update the Action Script to add a new URLAlias which will send the appropriate data to SM Mobile Gateway

Places updates need to take place

Presentation Action Script

Areas of interest
JSPs within the Service Manager xMatters Mobile Gateway URLAlias.jsp (Runs on the xMatters Web Server) CreateFields.jsp (Runs on the xMatters Web Server)

L O O K I N T H E X MA TTE R S INTEGRATION MANUAL

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xMatters Integration Manual

SERVICE MA NA GER I NC ID EN T M OBILE ACCESS

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Check URLAlias.jsp

CREATEFIELDS.JSP

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Determine the parameters which can be used

UPDATE THE PRESENTATION SCRIPT

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Update the Presentation Script

Open createHTMLDeviceContent

EVENT DA TA TO BE SEN T TO SERVICE MANAGER

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CREATE SM INCIDENT

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SERVICE MA NA GER I NC ID EN T

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VIDEO

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Questions?

AGENDA OVE RV IEW

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Section 3: Add a new Response Choice Extend the integration to create a new response to allow for disowning an event.

AGENDA OVE RV IEW

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Section 3: Extend the Integrations

Extend the integration to create a new response to allow for disowning an event. Update xMatters to allow users to disown an event Update the Integration Agent to add a new disown method to interact with OMW

Places updates need to take place

Presentation Action Script Response Action Script hpomw.js (Runs on the Integration Agent) OmwApt.vb (Runs on the Integration Agent to communicate with OMW)

 Open the HP Operations Manager Windows manual (hp_man_OMW8.1_Online_Help_pdf.pdf). We will be extending the integration to add a new response, disown, using the WMI Methods, in particular the OV_Message object. OV_Message::Acknowledge() 1520 OV_Message::AddAnnotation() 1521 OV_Message::ChangeSeverity() 1522 OV_Message::ChangeText() 1523 OV_Message::DeleteAnnotation() 1524 OV_Message::Disown() 1525 OV_Message::GetAnnotation() 1526 OV_Message::GetAnnotationArray() 1527 OV_Message::GetInstruction() 1529 OV_Message::GetOriginalText() 1530 OV_Message::GetServerList() 1531 OV_Message::GetStoredDuplicate() 1532 OV_Message::GetStoredDuplicateArray() 1533 OV_Message::ModifyAnnotation() 1535 OV_Message::Own() 1536 OV_Message::SetCMAs() 1537 OV_Message::Unacknowledge() 1538

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NEXT STEPS

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1. Add the response to the presentation script 2. Add the response handling to the response script 3. Add the disown handling to the Integration Agent (hpomw.js) 4. Add a new method for disown within OmwApt.vbs.

ADD THE RESPONSE TO THE PRESENTATION SCRIPT

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Update the presentation scripts to add the disown response for all device types. Solution: # Configure Notification Response Choices IF ( ! $main.fyi ) IF ( ( $content.deviceclassification == "email" ) || ( $content.deviceclassification == "bes" ) || ( $content.deviceclassification == "browser" )) # Set response choices for non-fyi Email and BES Devices. $content.choices = "Acknowledge" $content.choices::add( "Own" ) $content.choices::add( "Disown" ) $content.choices::add( "Ignore" ) $content.choices::add( "Change Sev Critical" ) $content.choices::add( "Change Sev Major" ) $content.choices::add( "Change Sev Minor" ) $content.choices::add( "Change Sev Warning" ) $content.choices::add( "Change Sev Normal" ) ELSE # Set Shorter Choices for Mobile Devices $content.choices = "Ack" $content.choices::add( "Disown" ) $content.choices::add( "Own" ) $content.choices::add( "Ign" ) ENDIF ENDIF

ADD THE RE SPO NS E H AN DLI NG TO THE R ESPON SE SCR IPT

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Update the response script to handle the disown response Update checking for which response was sent Create a new section to process the disown Model this after the own update the annotation ($message_note) Update the method to call on the integration agent ($request_text) to ApOmwDisown Code: $message_note = "Disowned by " & $responder_name IF ( $main.debug ) @script::log( $main.log_prepend & $message_note ) ENDIF # Own OM-W Event @ownRequest = @event::createExternalServiceMessage() $ownRequest.request_text = "ApOmwDisown" $ownRequest.omw_owner = $omwOwner $ownRequest.omw_password = $omwPassword @ownRequest::send()

ADD THE DISO WN HA N DLI NG TO THE I NTEG R ATION AGEN T

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Open hpomw.js Add the response handling for the request_text ApOmwDisown
The disown will need to setup the command list and execute based on the command list, incident id and request text

else if (requestText.equalsIgnoreCase("ApOmwDisown")) { if (requestOwner) { commandList = commandList.concat([ requestText, "-arg1", requestOwner, "-arg2", "\"" + messageText + "\"", "-omwuser", "\"" + omwOwner + "\"", "-omwpassword", "\"" + omwPassword + "\"" ]); execute(commandList, incidentId, requestText); } else { ServiceAPI.getLogger().error("Agent Client: hp_operations_manager_win - Request Script Failed for (" + requestText + "/" + incidentId + "): No User Specified to Own the Incident."); } }

ADD A NEW ME THO D FOR D IS OWN WI THI N OM WAPT.VBS.

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OmwApts.vbs is called by the Integration Agent to make the remote WMI calls to OMW Update the VBS script to process the ApOmwDisown request text and call a new VBS sub method DisownOmwMessage() Create DisownOmwMessage() method Refer to the manual HP Operations Manager Windows manual (hp_man_OMW8.1_Online_Help_pdf.pdf). Find the WMI section for OV_Message Instance Methods, find the one you want to use for Disown Once you find this method go see what parameters it takes and its return values Create the WMI call based off the parameters required

C H A N G E S T O T H E VB S SCRIPT

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NOTIFICATION

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Disown added as a response choice

VIDEO

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Video here, 9:15

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Questions

ADDING IMA GES TO N OTIFIC ATIO NS

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How to add images to your xMatters notifications

Upload your images to the xMatters Web Server Update your presentation scripts to reference the images for HTML device types

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Additional Information included on full slide deck and videos

How to add images to your xMatters notifications Update the presentation script to allow users to ping the source node

Questions?

VIDEO

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Extra slides

ADDING IMA GES TO TH E WEB SER VER AND UPDATING TH E PR ESENTATION S CRIP TS

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Put your images on the Web Server

C:\Program Files\AlarmPointSystems\AlarmPoint\webserver \webapps\cocoon\alarmpoint\images\integrations\omw

Update the HTML device scripts to show the severity

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Section 2: In-depth Training Allow users to Ping the NNMi source node
Determine how to leverage the xMatters Ping integration Test a HTTP Post to the Integration Agent Update the NNMi Presentration script to create a new link which performs a HTTP Post to the Integration Agent

OPEN THE PING INTEGRATION

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Go to the integration agent and look at the ping integration (ping.xml) Determine the required parameters the integration needs

UPDATE PRESENTATION SCRIPT

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Update the presentation script to allow users to ping the source node
Set the required parameters for the ping script Integration name ping User to target for the notification person.targetName Address to ping event.sourceObjectName

NOTIFICATION

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VIDEO

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QUESTIONS

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QUESTIONS

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