1. HP ServiceDesk 4.5 Connector User Guide
for Network Compliance Manager
CiscoWorks
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 526-4100
Text Part Number: OL-11928-01
3. HP ServiceDesk 4.5 Connector User’s Guide
Table of Contents
Section I: Getting Started .................................................................................................. 4
Section II: Installation ........................................................................................................ 4
Step 1: Locate the NCM HP ServiceDesk Connector ................................................... 4
Step 2: Download WinZIP ............................................................................................. 4
Step 3: Unzip NCM HP ServiceDesk Connector Components ..................................... 4
Step 4: Customizing the Configuration File................................................................... 5
Step 5: Configuring and Moving Components .............................................................. 5
Step 6: Restart the NCM Management Engine............................................................. 6
Section III: Using the NCM HP ServiceDesk Connector ................................................... 6
Creating and Updating Tickets...................................................................................... 8
Appendix A: System Requirements ................................................................................ 12
License........................................................................................................................ 12
Device Support............................................................................................................ 12
Appendix B: Accessing NCM Documentation ................................................................. 13
Appendix C: Event Rule Variables .................................................................................. 14
Appendix D: Obtaining Documentation, Obtaining Support, and Security Guidelines ... 16
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4. HP ServiceDesk 4.5 Connector User’s Guide
Section I: Getting Started
The CiscoWorks Network Compliance Manager (NCM) Hewlett Packard’s (HP)
ServiceDesk Connector enables you to add NCM information into HP ServiceDesk
incidents. You can:
• Create a new trouble ticket based on NCM events, tasks, and notifications.
• Update an existing trouble ticket with information from NCM devices, tasks, and
events.
This document includes information on how to integrate NCM with HP ServiceDesk. The
term “trouble ticket” is used interchangeably with “HP ServiceDesk Incident.”
Section II: Installation
Step 1: Locate the NCM HP ServiceDesk Connector
You should have received the NCM HP ServiceDesk Connector from Cisco. The NCM
HP ServiceDesk Connector is named NCM_HPServiceDesk_connector.zip. The .zip file
contains the following files:
• ticketing_hpservicedesk.rcx
• web-api.jar
Step 2: Download WinZIP
You will need to use a compress/decompress tool compatible with the ZIP format. Cisco
recommends WinZIP. You can download an evaluation version at http://www.winzip.com.
Step 3: Unzip NCM HP ServiceDesk Connector Components
Use the unzip tool to uncompress the NCM HP ServiceDesk Connector components.
Store them in a temporary location. To launch WinZIP, double click the connector ZIP
from a Windows Explorer view.
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5. HP ServiceDesk 4.5 Connector User’s Guide
Step 4: Customizing the Configuration File
Features that must be configured for the NCM HP ServiceDesk Connector to work
properly are highlighted in bold text. Keep in mind that the file being customized is
RENDITION_HOMEjreticketing-hpservicedesk.rcx.
Feature Description
ticketing/plugin/factoryClass Configures NCM for the correct
ticketing system plug-in code. Do not
change.
ticketing/history/summary The title of the history record that is
written by NCM.
ticketing/hostname/default/<hostname> The hostname or IP address of the HP
ServiceDesk server.
ticketing/webui/enabled This must be true for the NCM user
interface to open. Do not change.
ticketing/user/<hostname><username> Configures the HP ServiceDesk user.
ticketing/password/<hostname><password> Configures the HP ServiceDesk
password.
ticketing/incident/summary Text to use for HP ServiceDesk
incident record created by NCM in the
summary field.
ticketing/incident/status Status for an HP ServiceDesk incident
created by NCM.
ticketing/incident/severity Severity status for an HP ServiceDesk
incident created by NCM.
ticketing/incident/priority Priority status for an HP ServiceDesk
incident created by NCM.
ticketing/incident/service Service Status for an HP ServiceDesk
incident created by NCM.
ticketing/incident/deadline Deadline Date for an HP ServiceDesk
incident created by NCM.
Step 5: Configuring and Moving Components
Install the configuration file to directories on the NCM server that will integrate with
HP ServiceDesk. Be sure to:
• Copy ticketing-hpservicedesk.rcx to RENDITION_HOMEjre
• Copy web-api.jar to RENDITION_HOMEserverextjbossserverdefaultlib
Note: RENDITION_HOME is the where the NCM client is installed.
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6. HP ServiceDesk 4.5 Connector User’s Guide
Step 6: Restart the NCM Management Engine
To restart the NCM Management Engine:
1. Login to NCM.
2. On the menu bar under Admin, click Start/Stop Services. The Start/Stop Services
page opens.
3. Under Management Engine, click the Restart button.
Section III: Using the NCM HP ServiceDesk Connector
The NCM HP ServiceDesk Connector is configured via the NCM Email Notification &
Response Rules system. The “create/add to ticket” action can be taken for any event,
just as any event can send an email message to an administrator. The event fields
include:
• Ticketing system hostname A DNS hostname or IP address for the HP
ServiceDesk host. This host must be configured with a username/password in
the configuration file as described in Section II of this document.
• Event Description This is used for the body of the ticketing system history
record when NCM creates or updates the ticket. You can create any text,
including the event rule variables described in Appendix B. Note that some
variables are only available for some event types. It is a good idea to create
different event rules for different event types.
A ticket number can be entered for a:
• Device
• User Configuration Policy
• Configuration Policy Rule
• Event
• Task
The appropriate ticket number is used when an event occurs related to that entity, as
described in the following table. Keep in mind that if there is more than one entity issued
for an event, the event is listed in the order of preference.
Event Ticket Number From:
Device added Device
Device removed Device
Device disabled Device
Device managed Device
Device unmanaged Device
Command script pass/fail Device
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7. HP ServiceDesk 4.5 Connector User’s Guide
Diagnostic pass/fail Device
Device snapshot taken Task/Device
Device data deploy Task
Deploy software Task
Vulnerable software detected Device
Password change task failed Task
Scheduled for deploy software edited Task
Device authorization changed Task
Reload device succeeded Task
Reload device failed Task
Device last auth changed Device
Diagnostics changed Task
Configuration policy alert (non-compliance) Policy /Device
Device configuration change Device
Device access failure Device
Device info change Device
Module added / deleted Device
Session closed (log created) Device
Keep in mind the event triggers the ticket number provided by the event rule for an
indefinite time period. For example, if configured to update a ticket for creation of a NCM
user, the same ticket would continue to be updated anytime the user’s permissions
changed, and eventually when the user was deleted. If work on the ticket is complete
and ticket updates are no longer required, you should remove or disable the event rule.
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8. HP ServiceDesk 4.5 Connector User’s Guide
Creating and Updating Tickets
The steps for configuring an event to automatically create a ticket in HP ServiceDesk are
as follows.
1. In NCM, on the menu bar select Admin and click Event Notification & Response
Rules. The Event Notification & Response Rules opens, where you can view all
of the current Event Rules.
2. Click the New Event Notification and Response Rule link located in the upper
right corner of the page. The New Event Notification & Response Rule page
opens.
3. In the “Add Email & Event Rule named” field, enter: HPServiceDesk.
4. In the “to take this action:” field, click Create/Add to Ticket. The display is
refreshed.
5. In the “when the following events occur” field, click Device Added.
6. In the “Ticketing System Hostname” field, enter the name or IP address of the
HP ServiceDesk server, for example: hpconnector.
7. Click the Save Rule button. The rule is shown in Event Notification &
Response Rules page (as shown below).
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9. HP ServiceDesk 4.5 Connector User’s Guide
8. The Edit option in the Actions column on the Event Notification & Response
Rules page enables you to review the event rule and edit it if necessary. Click
Edit. The Edit Event Notification & Response Rule page opens (as shown below).
You can select the event(s) to which the event rule applies.
Using HP ServiceDesk, you can track the activity of existing tickets, for example
Incident 173 (as shown below).
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10. HP ServiceDesk 4.5 Connector User’s Guide
To obtain historical information on an existing ticket, click the History tab (as shown
below).
In NCM, on the Device Details page you can enter a ticket number and click Update
Ticket (as shown below).
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11. HP ServiceDesk 4.5 Connector User’s Guide
When you update a ticket in NCM, the event is created in HP ServiceDesk (as shown
below).
To update an existing HP ServiceDesk ticket via a NCM task, be sure to include the
ticket number in the Task Options section. A sample Take Snapshot task is shown
below.
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12. HP ServiceDesk 4.5 Connector User’s Guide
Appendix A: System Requirements
To install the NCM HP ServiceDesk Connector, you will need a server with at least the
following:
Hardware As recommended in the HP ServiceDesk documentation
Processor Pentium 4, 2.2 GHz
RAM 512MB or greater
Hard Disk 512 MB free space
Operating System Windows 2000 Server, SP2 or higher or Windows 2003
Server
Notes The NCM server should not be installed on the same
system as HP ServiceDesk.
Third Party Applications • Microsoft Internet Explorer 5.5 or higher
• Microsoft Excel 2000 (or higher) (optional)
• HP ServiceDesk, Version 1.0 (Windows)
License
NCM requires a valid license to run. You should have received a license file when you
purchased NCM. This license is installed on the NCM server.
Device Support
NCM supports routers, switches, firewalls, load balancers, and other network devices
from Nortel, Cisco, Extreme, Foundry, Net Screen, F5, Check Point and other vendors.
Refer to the Device Driver Reference for the current list of available drivers.
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13. HP ServiceDesk 4.5 Connector User’s Guide
Appendix B: Accessing NCM Documentation
NCM comes with ample user documentation. To open any of the available documents,
when logged-in, on the menu bar click Docs. The CiscoWorks Network Compliance
Manager Documentation page opens, where you can select from the following
documentation:
• User Guide for Network Compliance Manager 1.2
• Device Driver Reference for Network Compliance 1.2
• API Reference Guides for Network Compliance 1.2
NCM also has online Help that you can access via the Help link at the top of each page.
All documentation, including this document and any or all of the parts of the NCM
documentation set, might be upgraded over time. Therefore, we recommend you access
the NCM documentation set using the Cisco.com URL:
http://www.cisco.com/en/US/products/ps6923/tsd_products_support_series_home.html
The Docs tab visible from within Network Compliance Manager might not include links to
the latest documents.
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14. HP ServiceDesk 4.5 Connector User’s Guide
Appendix C: Event Rule Variables
Variables available in all events
• $EventID$ (NCM' identification number for this event)
• $EventType$ (type of event)
• $EventDate$ (date event occurred)
• $Event Text$ (event details)
• $EventUserName$ (NCM user name of the user associated with this event)
• $EventUserEmail$ (email address of the user associated with this event)
• $Local Hostname$ (host name of the NCM server machine)
• $LocalHostAddress$ (IP address of the NCM server machine)
• $AppURL$ (NCM application URL, i.e. https://host/ - used to put links to NCM
directly into email messages)
• $TaskID$ (maybe the string null if the event is not associated with a task)
Variables available in all device events (event types starting with "Device")
• $DeviceID$ (NCM' identification number for the device)
• $HostName$ (host name)
• $IPAddress$ (primary IP address)
• $FQDN$ (fully qualified domain name)
• $Vendor$ (device manufacturer)
• $Model$ (device's model number)
Variables available in all device configuration events (event types starting with
"Device Config")
• $DataID$ (NCM' identification number for the latest configuration)
• $Comments$ (configuration comments)
• $Diff$ (textual diff of the configuration changes)
Variables available in all device diagnostic events
• $CurrentDiag$ (the text of the current diagnostic)
• $PreviousDiag$ (the text of the previous diagnostic)
• $Diff$ (textual diff of the changes between current and previous)
Variables available in all device events associated with a task (such as approval
events)
• $ApproverEmails$ (comma separated list of email addresses of the approvers for
the task)
• $FyiEmails$ (comma separated list of email addresses of the FYI recipient for
the task)
• $OriginatorEmail$
• $OriginatorName$
• $TaskName$
• $TaskComments$
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15. HP ServiceDesk 4.5 Connector User’s Guide
• $ApprovalPriority$
• $ApprovalDate$
• $TaskDevices$ (new line separated list of devices affected by the task)
• $TaskFrequency$
• $TaskScheduleDate$
Note: All variable names are case-sensitive.
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16. HP ServiceDesk 4.5 Connector User’s Guide
Appendix D: Obtaining Documentation, Obtaining Support, and
Security Guidelines
For information on obtaining documentation, obtaining support, providing documentation
feedback, security guidelines, and also recommended aliases and general Cisco
documents, see the monthly What’s New in Cisco Product Documentation, which also
lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
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