EMC ITO Adapter Ionix IT Operations Intelligence (ITOI) · EMC Corporation Corporate Headquarters:...

EMC CorporationCorporate Headquarters:

Hopkinton, MA 01748-9103

1-508-435-1000www.EMC.com

EMC® Ionix™ ITO AdapterIonix IT Operations Intelligence (ITOI)

Version 2.4

Installation and Configuration GuideP/N 300-011-526

REV A01

ii VERIONS 2.4 REV A01 300-011-526

Copyright © 2010 EMC Corporation. All rights reserved.Published September, 2010

EMC believes the information in this publication is accurate as of its publication date. The information issubject to change without notice.

THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” EMC CORPORATION MAKES NOREPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION INTHIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABIL-ITY OR FITNESS FOR A PARTICULAR PURPOSE.

Use, copying, and distribution of any EMC software described in this publication requires an applicablesoftware license.

For the most up-to-date regulatory document for your product line, go to the Technical Documentationand Advisories section on EMC Powerlink.

For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com.All other trademarks used herein are the property of their respective owners.

Table of Contents 1Preface vii

Introduction 13Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Integration Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Action Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Adapter Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15ITIL Services Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Supported ITIL Object Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Persistence Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Database Acquisition Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Buffer Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Notification Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Acquisition Push . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Acquisition–Event Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Notification Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Custom Parameters for Notification or Acquisition-Event Services . . . . 26

Operations Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

About the EMC Ionix ITOI Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Supported Services 31Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Polling Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Blocking Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Terminal Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32General Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Discovery Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Operations Web Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Event Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

EMC IONIX IT ORCHESTRATOR ADAPTER IONIX ITOI INSTALLATION AND CONFIGURATION GUIDE iii

Device Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Domain Device Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

System Configuration 41Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Recommended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Minimum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Supported Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Software Installation 43Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configuring SSL Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Installing a License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Installing the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Start the Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Installing the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Installing the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Running the Adapter Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Executable Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Service Manager Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Installing Adapter Software - UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Installing the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Running the Adapter UNIX Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Manual Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Install the Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Framework Properties 84Properties Editor Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Starting the Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Using the Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Global Framework Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Acquisition monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Automated Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Framework Properties for EMC ITOI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Custom Configuration 91Client Acquisition Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Data Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Object Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91RESTful Client Acquisition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Calling the RESTful Client Acquisition from curl . . . . . . . . . . . . . . . . . . . . . . 92

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SOAP Client Acquisition Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Running on another port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Adapter High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Operations Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Acquisition Services Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Use the External Database for Multiple Adapters . . . . . . . . . . . . . . . . . . . . 96Adapter Failover Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Agent Scaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Java to Adapter Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Persistence Database Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Removing Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Reclaiming Unused Disk Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Connecting to the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Changing the Database Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Offloading the Acquisition Queue to an External Database . . . . . . . . . 100

Using the URL Agent 101About the Adapter URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Python Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101URL Agent Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Shutting Down and Starting the Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . 102Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Running the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Example Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103URL Agent Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Running the Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Filter Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Example Filter Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

EMC Ionix ITOI Adapter Configuration 109Creating Additional Domain Credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Enable SAM Device Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Server Tool Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Configuring SAM to call the URL Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Ionix IT Orchestrator Configuration 113Using the ITIL Adapter Plugin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Associated Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Using the Plugin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Adapter API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119API Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Package Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Key Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

EMC IONIX IT ORCHESTRATOR ADAPTER IONIX ITOI INSTALLATION AND CONFIGURATION GUIDE v

Service Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120SSL Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Java Code Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Managing the Adapter 125Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Connecting to the Adapter Java Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Starting the Java Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Management Beans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

com.iwave:name=Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127com.iwave:name=AcquisitionQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128com.iwave:name=FrameworkAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Maintenance and Troubleshooting 131Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Log Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Turning on Adapter Logging (Windows) . . . . . . . . . . . . . . . . . . . . . . . . . . . 131URL Agent Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Error Types and Meanings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Recoverable Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Permanent Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Global Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Re-Installing or Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . 136Re-installing the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Uninstalling the Windows Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Starting and Stopping the Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Uninstalling the Adapter Software - Windows . . . . . . . . . . . . . . . . . . . . . . . . . . 137

IT Object Model (ITOM) 141Event Mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

ITOM Event Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Device Mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

ITOM Device Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Index 159

vi VERSION 2.4 REV A01 300-011-526

Preface 2This manual includes instructions on installing, configuring, and troubleshooting the EMC Ionix IT Operations Intelligence (ITOI) Adapter software.

Audience 2

This publication is written for the System Administrator or Engineer responsible for installing and configuring the EMC Ionix IT Operations Intelligence (ITOI) Adapter software.

Organization 2

This publication consists of the following chapters:• Introduction• System Configuration• Software Installation• Framework Properties• Using the URL Agent• Custom Configuration• Orchestrator Configuration• Managing the Adapter• Maintenance and Troubleshooting• IT Object Model List (ITOM)• Index

Font conventions 2

• Bold format is used to identify dialog boxes and menu choices. For example: Start > Programs > IonixITO> adapters-2.4

• Courier fixed-width font is used for code elements (Java, HTML) as well as filenames and directories. For example:

EMC IONIX IT ORCHESTRATOR ADAPTER IONIX ITOI INSTALLATION AND CONFIGURATION GUIDE vii

install_root refers to the directory where the Adapter software is installed, for example

c:/Program files/install_root/Adapters

• Web addresses are displayed as hyperlinks. For example: http://www.EMC.com

Related documents 2

For more information on EMC software products, refer to the following manuals:• EMC Ionix IT Orchestrator Introduction and Planning Guide - This manual

provides an overview of the Orchestrator architecture and associated applications. It introduces the main components of the IT Orchestrator, Design Studio, Platform and applications.

• EMC Ionix IT Orchestrator Installation and Configuration Guide - This manual provides information on installing the EMC Ionix IT Orchestrator, Design Studio, Platform and associated plugins. Provides an overview on how to install the Orchestrator Studio on Windows and Linux platforms and describes the mechanism for installing the Orchestrator Platform in your managed environment.

• EMC Ionix IT Orchestrator Administration and Operations Guide - This manual identifies the administration tasks required to configure the Ionix IT Orchestrator Platform and describes the log files available for detailed analysis of running solutions.

• EMC Ionix IT Orchestrator Developer Guide -This manual provides an introduction to the Designer Studio and Lifecycle tools that enable you to design Services and Tasks in Orchestrator Studio. The manual identifies the procedures for building Services and Tasks and describes the configuration of the associated properties.

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1Chapter
Introduction 1
Topics covered in this chapter:• Introduction• Adapter Framework• ITIL Services Support• Supported ITIL Object Types• System Architecture• Persistence Database• Web Service Methods

Introduction 1

EMC provides two different types of ITIL Adapters:• Integration Adapters• Action Adapters

Integration Adapters

EMC provides a comprehensive library of IT Service Management (ITSM) integration Adapters. Integration Adapters enable the bi-directional exchange of Incident, Problem, Configuration, Change and Asset information between ITSM applications.

The ITSM applications include:• Service Desk Applications• Enterprise Management Systems• CMDB and Asset Management Systems• Database Management Systems

Figure 1-1 illustrates a high-level view of the end-to-end, bi-directional process. In this process, the new/modified Incident Record goes from the endpoint application to the remote vendor application.

EMC IONIX IT ORCHESTRATOR ADAPTER IONIX ITOI INSTALLATION AND CONFIGURATION GUIDE 13

INTRODUCTION

EMC provides for two-way integrations allowing this process flow to move in either direction. An Adapter is required on each endpoint as each application has a customized API. Integrations can be performed for multiple applications; integrations are not limited to two.

Figure 1-1 High-Level Integration Overview

Action Adapters

Action Adapters allow you to quickly create integration Adapters for ITSM applications without resorting to programming. EMC provides the following Action Adapters, which can be installed with other Integration Adapters:• Command Line Adapter• Reverse Proxy Adapter• SQL Proxy Adapter

Command Line Adapter

The Command Line Adapter allows remote execution of command line processes on the machine where the Adapter is installed. Commands can be executed using the Command Line Web Service.

Reverse Proxy Adapter

The Reverse Proxy Adapter can be used by customers who may need to put their service desk application on the public internet. The Reverse Proxy Adapter can be used to provide a layer of indirection between the Ionix IT Orchestrator and the service desk. The proxy can provide security (HTTPS) and authentication (HTTP Basic Authentication) without needing to set up these configurations on the service desk.

SQL Proxy Adapter

The SQL Adapter allows remote execution of SQL queries on the Adapter system. This allows the Ionix IT Orchestrator to effectively query a database that is only accessible through the public internet. The Adapter can secure the

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ADAPTER FRAMEWORK

communication and provide the actual access to the database. To utilize the SQL Proxy Adapter, you must configure the Adapter to point to the database you wish to use.

Adapter Framework 1

The EMC Adapter Framework is a Java 6 application. The Adapter Framework manages communication between the EMC Adapter and consumers (including EMC Ionix IT Orchestrator). The EMC Adapter interfaces with the ITSM application’s API and is therefore restricted by the limitations of that API. • For some ITSM applications, the EMC Adapter must run on the same machine

as the ITSM application itself. • For other ITSM applications that support remote APIs, the Adapter may run on

a separate machine.


ITIL SERVICES SUPPORT

ITIL Services Support 1

EMC Adapters support the Information Technology Infrastructure Library (ITIL) service silos as illustrated in Figure 1-2. The ITIL is a set of best practice standards for Information Technology Service Management (ITSM) and has become the worldwide standard in service management.• Incident Management - needs configuration (CI) dependency information

and determines a correlation of incidents and creates a problem report.• Problem Management - needs all Incident reports related to a problem.

Determines the root cause and determines if an RFC needs to be created from specific CIs.

• Asset Management (Financial) - determines the following:— If a new CI needs to be added to the Configuration Management

system.— If an RFC is needed for the Change Management system.— If a Service Desk task needs to be created to provision and model the

new asset in the Configuration Management system.• Event Management - generates events and alerts.

Figure 1-2 EMC ITIL Service Silos and Objects

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SUPPORTED ITIL OBJECT TYPES

Supported ITIL Object Types 1

Each transaction record has an associated object type. This may either be a built in object type (i.e., Incident) or it may be a custom type. When an item is added into the Acquisition Queue, a specified object type or an object class is used:• If the object type is specified, then that type is used. • If no object type is specified, the type of the object class is used.

Note: Not all Adapters support all objects.

The EMC Adapter may include the following built in object types:• Incident Object - includes the Incident object in the Incident Management

Service silo. The primary difference between an Incident object and an ITObject object lies in the schema. The Incident has a predetermined schema allowing all adapters to map information into common predetermined data elements, whereas the ‘ITObject’ is completely generic and all data is stored as native data.

• Problem Object - includes the Problem object type for Problem Management.

• Change Object - includes the Change object type for Change Management. This object is also known as a Request for Change (RFC).

• CI Object - includes the CI (Configuration Item) object type for Configuration Management. This provides configuration information from a CMDB.

• Event Object – includes the Event object type for Event Management.• IT Object – includes the generic objects correlating back to the endpoint

application forms that may not have any relationship to the ITIL processes. ITObject Services are used in cases where customers have created their own representation of the Incident via custom forms or have developed custom forms representing data needed to integrate between applications.


SYSTEM ARCHITECTURE

System Architecture 1

The EMC Adapter translates information from an Endpoint Application for input into a remote vendor application (and vice versa). The translation process includes the following Adapter software components identified in Figure 1-3: • Persistence Database• Web Service Methods:

— Operations Service— Acquisition Service

– Acquisition-Event Service— Notification Service

Figure 1-3 EMC Adapter System Architecture

EMC Ionix ITO

EMC Ionix ITOAdapter

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PERSISTENCE DATABASE

Persistence Database 1

The Persistence Database is an open source, relational Apache Derby database that holds transactions in the order that they are received. Once data is received, it is assigned a transaction number and stored in the Acquisition Queue. This is necessary to ensure that each application in the integration has proper data synchronization.

The Acquisition Queue consists of two areas: • Database Acquisition Queue• Buffer Queue

Database Acquisition Queue

Each time an incident is created, modified, or closed in the Endpoint Application, the change is captured as a transaction. This transaction data is stored in the Database Acquisition Queue, which is periodically polled by the EMC Ionix IT Orchestrator. When polled, the transaction data is packaged into an XML document and sent to the Ionix IT Orchestrator via HTTP/HTTPS. The Ionix IT Orchestrator processes the transaction via its workflows and provides the data to the Operations Service of one or more remote Adapters to facilitate platform integration.

After the transaction is successfully processed, the Ionix IT Orchestrator acknowledges the transaction in the queue, so it can be removed. The Ionix IT Orchestrator can optionally acknowledge the transaction as errors based on workflow thresholds. Transactions acknowledged as “complete” or “errors” are no longer available when polled.

Buffer Queue

The Buffer Queue stores records on disk until there is room in the database for them. This allows the Adapter to perform more effectively with larger loads. Instead of records going into the database directly, they are stored to the file system when the number of database records exceeds the configuration option acquisition.bufferqueue.limit (default 200).

The Buffer Queue stores records waiting to be put in the database in the data/queue/buffer directory. When the buffer is active, it starts a background thread to push data into the database. Order of the records is maintained. The files in the directory should not be modified while the adapter is running.

This also provides a store-forward like capability for the Adapters similar to the agents. If the database is down, the Buffer Queue is also engaged


WEB SERVICE METHODS

Web Service Methods 1

EMC Adapters handle communication with the actual ITSM Endpoint Application. EMC Adapters provide a common set of Web Services methods:• Acquisition Service - acquire transaction information from the ITSM

applications.• Operational Service - create, update, or search and retrieve information

within the ITSM applications.

EMC Adapter Acquisition and Operational Services are consumed by processes running in the EMC Ionix IT Orchestrator.

Notification Agent

The majority of the EMC Ionix IT Orchestrator Adapters require an Agent to send notifications to the Adapter from the Endpoint Application.

The Ionix ITOI adapter uses the URL Agent to send notifications. For more information on the URL Agent, refer to “Using the URL Agent” on page 7-101.

Figure 1-4 Adapter Web Service Methods

EMCIonix ITO

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ACQUISITION SERVICE

Acquisition Service 1

The Acquisition Service provides access to objects that have changed in endpoint applications. All of the data is stored in a Persistence Queue. Acquisition is the process that allows the Adapter to react to the creation, modification, or closure of an incident and place that information into the Persistence Database queue. The EMC Ionix IT Orchestrator polls the transactions from the Persistence Database queue. Then the Ionix IT Orchestrator processes and sends the transactions to the target application(s).

The same Acquisition Service is used for all object types and polling can be restricted to certain object types.

Process Flow

Figure 1-5 displays a detailed architectural view and Acquisition process flow for the EMC Adapter. This process allows the EMC Ionix IT Orchestrator to receive and manage transaction data stored in the Persistence Database queue.

The process consists of the following steps:1. The Ionix IT Orchestrator sends a Transaction Management request to the

Acquisition Service.2. The Acquisition Service queries the Persistence Database queue for

transaction data.3. The Persistence Database sends the transaction back upstream to the Ionix IT

Orchestrator.Figure 1-5 Acquisitions Process Flow

EMC Ionix ITO



ACQUISITION SERVICE

Acquisition Push

The Acquisition Push mechanism provides lifecycle management of adapter queue transactions. It allows the workflow developer to write workflows to handle transactions only. The Acquisition Push mechanism handles the following functions: • Performs the polling operations. It polls in groups of 50 at a time, which it can

execute in parallel. Only one thread performs polling. • Allows a configurable number of threads to be used to process transactions. • Performs a complete operation when a workflow successfully executes. • Performs a retry if it cannot connect to Ionix IT Orchestrator or if there is an

error. Has a configurable number of retries (defaults to 60). If the retries count is exceeded, the transaction is put into a resolvable error state.

• Automatically notifies the Monitoring Server of errors that occur and logs the errors.

• Allows the workflow creator to optionally use blocking or error functionality manually. This allows for using this mechanism for simple processes but gives the full acquisition service capability where required.

• If Ionix IT Orchestrator is detected to be down (planned or otherwise), the mechanism will wait for Ionix IT Orchestrator service to return rather than continually generating errors.

Terminology

• Buckets - The acquisition push mechanism uses the concept of 'buckets' to parallelize processing. A blocking key is the unique combination of 'serviceId', 'objectType' and 'objectId'. This is used as the criteria for blocking on the acquisition queue. The push mechanism takes results of a poll and breaks it up into separate groups known as buckets. One bucket is created for each blocking key in the poll. If all records are for unique IDs in the endpoint application, then each bucket will have only one record in it. All buckets can be processed independent of other buckets.

• Side Effects - The acquisition push mechanism analyzes the 'side effects' of processing. The Acquisition Push will look at a transaction status and blocking to determine if it is safe to process other transactions in the same bucket. If it determines that is not safe, then it will not do further processing on the same bucket. Side effects are determined as follows: Safe to process in same bucket:— Complete: Will not be present on the queue. Get will fail. — Error: Will not show as 'Blocked'. Not Safe to process in same bucket: — Retry: Will show with transaction status of 'Poll'. — Resolvable Error: Will show as 'Blocked' — Blocked: Will show as 'Blocked'

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ACQUISITION SERVICE

Performance

This mechanism has been optimized to perform handling of adapter queue data the best. • It only uses a single thread for polling. This reduces the idle time load on the

adapters. One problem with Ionix IT Orchestrator polling is having so many jobs continuously hitting the adapters with poll calls.

• Worker threads are used to perform simultaneous processing. Separate jobs do not need to fire on a repeat interval. When there is work in the queue to be done, it can keep all worker threads active.

• All adapter calls are handled internally and do not need to go over the wire (web services). Transactions are only pushed when they are to be run.

Acquisition–Event Service

The Acquisition-Event service is used for event mode Acquisition in conjunction with the Agent. This service receives an HTTP post on a specific URL.

The content of the post is in the format of the “Data” object. This data is mapped using a mapping script provided to the ITOM format and then is added to the acquisition queue.

Acquisition–Event Service Process Flow

Figure 1-6 illustrates the Acquisition–Event process flow for the Adapter. This process posts all the changed data to the Adapter.

The process consists of the following steps:1. The Endpoint Application sends record information to the Agent.2. The Agent sends the record information to the Acquisition-Event Service.3. The Acquisition-Event Service translates the record information into the IT

Object Model.4. The Object data is placed into the Persistence Database queue and is available

to the Acquisition Service.


ACQUISITION SERVICE

Figure 1-6 Acquisition-Event Process Flow


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ACQUISITION SERVICE

Notification Service

The Notification Service is a RESTful service that notifies the Adapter when a particular object in the Endpoint Application has been added or changed. The notification happens by performing a POST to a specific URL (configured with each Adapter) typically by the Adapter Agent. The Notification system uses the Operational Service's get method to retrieve the object and put it into the Acquisition Queue. The Notification Service may also pass the object type to the Acquisition Queue.

The ITObject can support multiple object types from different forms. An optional parameter may be specified on the URL to the service that can indicate the object type. This is stored in an extra parameter in the Acquisition Queue called objectType.

For example, to specify the object type, use a URL in the following format:

http://localhost:9080/services/notification/{adapter}/itobject/{objectType}/{id}

Where:

• {adapter} = Adapter name. • {objectType} = desired object type for the parameter (i.e., event)• {id} = the incident record ID

When the Notification Service performs the request to retrieve the data for the id, it uses the Operations Service. For the ITObjectService, a table parameter is required that defines the “form”, “table”, “object class” or “object type”. This {objectType} specified on the URL is mapped to this table parameter in the service.

Process Flow

Figure 1-7 displays a detailed architectural view and Notification Service process flow for the EMC Ionix IT Orchestrator Adapter. This process informs the Adapter when incidents are changed or created on the endpoint application.

The process consists of the following steps:1. The Endpoint Application sends a new or modified Incident Record ID to the

Adapter Agent.2. In response, the Agent sends the ID to the Adapter Notification Service.3. The Notification Service forwards the ID to the Operations Service.4. The Operations Service sends the ID and a “get” request to the API Interface.5. The Endpoint Application sends the ID in a “get” method call on the Endpoint

Application API. The API Interface receives the Endpoint Application response, which contains all of the Incident Record information.

6. The translated incident transaction data is placed into the Persistence Database queue.


ACQUISITION SERVICE

Figure 1-7 Notification Services Process Flow

Custom Parameters for Notification or AcquisitionEvent Services

The following parameters can be added to the Notification or Acquisition-Event services to influence how a transaction is placed in the Acquisition Queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type. • iwave.request.type - This parameter sets the

TransactionRecord.requestType to the value specified. • iwave.real.objectId - This parameter sets the

TransactionRecord.objectId to the value specified. This is used to override the default that uses the actual object's identifier. This is useful when a staging form is used for the record but blocking is needed based on the real objectId.

• iwave.overrides.objectType - This parameter sets the TransactionRecord.objectType to the value specified. This is used to override the default that uses the actual object's type. This is useful to define partner's object types.

• iwave.overrides.serviceId - This parameter sets the TransactionRecord.serviceId to the value specified. This is used to override the default that uses the actual object's service identifier. This is useful to set custom partner IDs.

• iwave.create.date - This parameter sets the TransactionRecord.createDate to the value specified. This must be in the XML date format as if the date-field is used however this must be a string-field for agent compatibility. The create date normally is set at the time the item enters the queue. This allows setting this date from the agent call.


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OPERATIONS WEB SERVICE

Operations Web Service 1

An operation constitutes the process of pushing, getting, and finding data from a remote application. For example, when an incident is created, modified or closed in an application that is integrated with an endpoint application, the modified information is placed into the endpoint application. This operation effectively synchronizes an application’s data with its remote counterpart.

Process Flow

The process consists of the following steps:1. The Ionix IT Orchestrator calls the Operations Service methods to interact with

the Endpoint application’s API.2. Operations Service translates the record information from the IT Object Model

to the Endpoint application’s native record format. The native record information is sent to the Endpoint application through the API.

3. The API Interface inserts the data into the Endpoint application.4. The results from the API are translated back into the IT Object Model and

returned from the web service call.Figure 1-8 Operations Process Flow

EMC Ionix ITO Adapter



OPERATIONS WEB SERVICE

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ABOUT THE EMC IONIX ITOI ADAPTER

About the EMC Ionix ITOI Adapter 1

The EMC Ionix ITOI Adapter provides bi-directional access to the EMC Ionix ITOI domains such as SAM, IP and OI domains. This access includes acquiring alerts and topology devices from SAM and operations with different domains.


ABOUT THE EMC IONIX ITOI ADAPTER

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2Chapter
Supported Services 2
This section identifies the supported Adapter Services:• Acquisition Service Methods• Discovery Service• Operations Service Methods

Acquisition Service 2

The following services are made available to the EMC Ionix IT Orchestrator through the EMC Adapter’s Acquisition Service:• Polling Methods• Blocking Methods• Terminal Methods• General Methods

WSDL

The Acquisition Services are used to access the Adapter acquired messages on a queue. The following is the WSDL URL for the Acquisition Service:https://localhost:9443/services/AcquisitionService?wsdlThe EMC Ionix ITOI adapter can register SAM observers for event and topology changes and automatically acquires those SAM notifications.

Polling Methods

While in the Acquisition Queue, transactions are assigned a polling status:• Poll - indicates the transaction has no related transactions that are Blocking

and it is available for polling. Related transactions are defined as those with the same objectType, serviceId and objectId (see the getRelated operation).

• Pending - indicates records that have been polled and are currently being processed.

• Error - indicates records that have been polled, processed and contain errors.


ACQUISITION SERVICE

The following are the supported polling methods:• poll(objectType, maxResults) - Polls the acquisition service for

transactions with the given object type. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollAny(maxResults) - Polls the acquisition service for transactions. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

• pollByService(serviceId, objectType, maxResults) - Polls the acquisition service for transactions with the given service ID and object type. The maximum number of records returned is specified. This method puts the records into the blocking state and sets their status as pending. If maxResults is not specified, one record will be returned.

Blocking Methods

A blocking transaction is a transaction that is currently being processed by an instance. A blocking transaction record prevents other related records from being polled. Blocking Methods are used to identify if the transaction is blocking (TRUE) or non -blocking (FALSE). If the transaction is blocking, the blockType is identified as either Pending or Asynchronous.• block(id, message, blockType) - Sets the transaction as Blocking

and sets the blockType. Since polling automatically sets the blocking flag as TRUE, most of the time this method will just set the blocking type.

• unblock(id, message) - Sets the transaction as non-blocking. (Blocking = false)

Terminal Methods

Terminal Methods are called to signal the end of Ionix IT Orchestrator processing on a record.

• complete(id) - Acknowledges a transaction and deletes it. This used to be called acknowledgeComplete. acknowledgeList will be removed as transactions are generally handled sequentially.

• retry(id, message) - Sets the status to Poll and unblocks the transaction. This can be used to resolve and retry errors or to retry something that was polled.

• resolvableError(id, message) - Sets the status to Error and ensures that the transaction is Blocking. This is used instead of acknowledgeError. The blocking is preserved to prevent data corruption. This block type is set to Error.

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ACQUISITION SERVICE

• error(id, message) - Sets the status to error and unblocks. This is used for final errors that were never retried. By using this method, the user allows other related transactions to be processed. Use this method with caution.

General Methods

General Methods are called to get and return transaction and blocking results.• getBlocking(maxResults) - Gets all transactions in the Blocked state.• getBlockingFor(maxResults, blockType, seconds) - Gets all

transactions in the blocked state for a number of seconds. This can be used for auditing asynchronous transactions.

• getTransaction(id) - Gets the specified transaction.• count(id) - Returns the total count of available transactions and error

transactions in the Persistence Queue.• countErrors(id) - Gets the total number of records that are in the Error

state in the Acquisition Queue. Similar to count() but for errors.• getErrors(maxResults) - Gets all transactions with the Error Status.• getRelated(id) - Gets a list of all transactions that are related to this

transaction. Related transactions are defined as ones that have the same objectType, serviceId and objectId. This is useful to get any transactions that are related to a transaction that is blocking.


DISCOVERY SERVICE

Table 2-1 identifies the formats and descriptions of the method input variables.

Discovery Service 2

The discovery service allows you to see what web services are deployed on the adapters framework. This will list all adapter web services, Monitoring Server services and any RESTful HTTP services. The Discovery Service information can be accessed in two different ways:• through a SOAP Web Service• through a standard HTTP GET

WSDL

The following are the WSDL locations for the Discovery Service:• For SOAP:

https://localhost:9443/services/DiscoveryService?wsdl

• For HTTP GET:https://localhost:9443/services/discovery

Table 2-1 Acquisition Service Method Input Descriptions

Inputs Format Description

blocktype string This field defines the type, category, tag or state associated with the block.

id Integer Identifies the transaction ID.

maxResults Integer Identifies the maximum number of items to poll. (Default =1)

message String Text string identifying the method message.

objectType String Case sensitive ITIL Object Type (Change, CI, Problem, and Event, Incident or ITObject).

seconds Integer Identifies the number of seconds.

serviceId String Case sensitive Service ID.

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OPERATIONS WEB SERVICE METHODS

Operations Web Service Methods 0

The EMC Ionix ITOI Adapter utilizes the following Operations Web Service methods:• Event Services• Device Services• Domain Device Services

Note: If a service comes with a domain parameter, the service is only appliedto that specified domain. If domain value is not provided, it defaults tothe sadomain value (usually a SAM domain name) specified in theframework.properties file.

Event Services

The following is the WSDL location for the Operations Event Service:

https://localhost:8443/services/ionix-itoi/EventService?wsdl

The adapter provides all the standard operation services listed below.

Table 2-1 Event Operation Services

Method Description

get (domain, eventID) This operation returns the event from the domain. An event identifier is composed of Ionix alert notification class and notification instance names with "::" as the delimiter. As an alternative for users that are familiar with the way Ionix searches a notification, instead of the two-part identifer, you can also provide the following as an identifier substitution:

<SourceDeviceClassName>::<SourceDeviceInstanceName>::<EventName>

—sheet 1 of 3—



find (domain, query) This operation searches the domain and find all the alerts that match the provided query. The query string is in format of "<InstanceExpr>[, <ChoiceFlag>]", by default the instance expression is in global expression format. The flag is a number comply with EMC DX_EventChoice constants. It can be a calculated result of the constant expression. Here are couple query examples:

* -- find all current event instances.*heap* -- find those instances that have "heap" contained in their names.

create (domain, event) This operation is used to create an Ionix alert on the specified domain. The incoming class name, object name, and summary values are used to construct a new event identifier on Ionix.

If the alert already exists, it will be re-created. A device maintenance service can be scheduled by creating a special event in SAM with the event summary value set to SchedMaint.

The new alert expiration time can be set using an adapter NumberField type extended field named "Expiration". The value is in seconds. The default value allows alerts to never expire. This value is most often used with event Type value set to "MOMENTARY".

In addition to the three identification fields above, DateField type fields MaintenaceStartDate and MaintenanceEndDate must also be provided to schedule a service. A scheduled maintenance service can be removed by creating an alert with summary value RemoveSchedMaint. The dates are not required for removing.

update (domain, event) This operation is used to update an Ionix alert on the specified domain. The event identifier must be provided for the update. An update may change acknowledgement state. An external ID for ITOI alert can be held with property TroubleTicketID. Refer to event mapping section below for more information on how to update event relationship properties.

Table 2-1 Event Operation Services (continued)

Method Description

—sheet 2 of 3—

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Device Services

The URL of device operation services is located at:

https://localhost:8443/services/ionix-itoi/DeviceService?wsdl

The adapter provides all the standard SAM device/topology operation services as listed below.

acknowledge (domain, event) This method can be used for either acknowledge or unacknowledge operation. If incoming event status is OPEN, then it is considered an unacknowledge operation; otherwise (include status not set) it is an acknowledge operation. Optionally you can provide an operation note, which will go to the audit log, with the event summary field.

When an event on the domain is acklnowledged, it's owner information is also updated. If the incoming Owner value is not provided, then the current Owner value on the domain event is erased.

clear (domain, event) This operation clears the event on the domain. If source name is not provided, the adapter uses adapter system ID as the source name and try to clear the event.

Note: Ionix may not fail this operation if an un-matched source name is provided.

Table 2-2 Device Operation Services

Service Description

create (device) This operation uses the input device name and class name as unique identifier components to create a new SAM instance. If provided with the device object, a relationships is also created at the same time.

update (device) In addition to a normal update operation, this operation is also used to delete a device and sets the update status to "DELETED". This operation cannot be used for a relationship update. To update a relationship, use createRelationship or removeRelationship.

—sheet 1 of 2—

Table 2-1 Event Operation Services (continued)

Method Description

—sheet 3 of 3—



Domain Device Services

The following is the WSDL for the EMC Ionix ITOI domain device service:

https://localhost:8443/services/ionix-itoi/DomainDeviceService

Table 2-3 provides descriptions of the supported services.

find (query) The query string is in the following format:<ClassExpr>,<InstanceExpr>[, <ChoiceFlag>]

By default, the expressions are in a global expression format. The flags is a number comply with EMC DX_EventChoice constants. For example:

*,* -- find whole topology information under current SAM hierarchy.Host, * -- find all Host class instances under current SAM hierarchy.

get (identifier) Retrieves the device instance from SAM based on the specified identifier.

createRelationship (device, relationship)

Adds a new relationship to the device. The new relationship is provided with the relationship parameter, not the device.relationships.

removeRelationship (device, relationship)

Removes the specified relationship(s) from the specified device.

delete (device) This is used to delete a SAM device instance. Operation delete is not a standard operation method for a device

Table 2-3 Domain Device Operation Services

Service Description

get (domain, identifier) This operation returns the device instance identified by the identifier from the domain. This operation is mainly used for information drill down.

find (domain, query) This operation use the query to find the device(s) from the domain. The query format is the same as device find operation.

—sheet 1 of 2—

Table 2-2 Device Operation Services (continued)

Service Description

—sheet 2 of 2—

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update (domainlist, device) This operation updates the device on all the domains in the list. It trys to finish all the updates , and throws an operation exception with the domain names on which the update failed. This operation can be regularly used for device credential update.

discover (domainlist, network, hostlist, credentials)

This operation will try to put each of the device on hostlist onto each of the discovery pending list of the domains on the domainlist. All the devices share the same (first in the list) credentials. The operation will not terminate on any specific pending list failure. At the end an exception will be thrown with additional info if there is any failure during the process.

Table 2-3 Domain Device Operation Services (continued)

Service Description

—sheet 2 of 2—



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3Chapter
System Configuration 1
This chapter identifies the requirements for configuring the EMC Adapter solution and discusses the following topics:• Supported Operating Systems• System Requirements• Supported Databases

Supported Operating Systems 1

The Adapter software can be installed on the following operating systems:• Windows - NT4, 2000, XP, 2003 Server, 2008 Server• UNIX- Solaris 10 (Sparc), HP-UX 11 (Itanium), AIX• Linux - x86, x64, Kernel 2.6 (or higher)

System Requirements 1

Before you install the Adapter software, your Adapter server must meet the following system requirements.

Recommended

The following are the recommended system requirements for installing the EMC Adapter software:• CPU: Dual Core Processor running 2GHz or higher • RAM: 2 GB • Disk Space: 5 GB free disk space • Java Runtime Environment: JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.


SUPPORTED DATABASES

Minimum

The following are the minimum system requirements for installing the EMC Adapter software:• CPU: Pentium Class or Equivalent Processor or higher • RAM: 512 MB Free • Disk Space: 2 GB free disk space • Java Runtime Environment: JRE 6.0 Update 16 (or above) is recommended.

This is bundled with the Windows installer.

Supported Databases 1

The EMC Adapter uses a relational Apache Derby database for the Persistence Queue. In addition to the Apache Derby database, the EMC Adapter supports the following external databases:• Oracle• DB2• Microsoft SQL Server

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4Chapter
Software Installation 4
Topics covered in this section:• Overview• Configuring SSL Communications• Installing a License File• Installing the Adapter Software - Windows• Running the Adapter Windows Service• Installing Adapter Software - UNIX• Running the Adapter UNIX Service• Manual Installation Procedures


OVERVIEW

Overview 4

Based on your EMC configuration, the following components may be installed (see Figure 4-1):• EMC ITIL Adapters – includes the Adapter software and license file.• EMC ITIL Adapter Agent (Optional) – includes the Adapter URL Agent

software or custom Agent.The Agent may be installed with the Adapter on the same server or on a separate server.

• License files – are provided by EMC Customer Support and must be installed in the appropriate directory.

• EMC Ionix IT Orchestrator (Optional) – includes the Ionix IT Orchestrator software and license file.

Figure 4-1 Installation Components

EMCIonix ITO

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CONFIGURING SSL COMMUNICATIONS

Configuring SSL Communications 4

To configure SSL communications between the Ionix IT Orchestrator and Adapter, complete the following steps.1. From the Adapter server, obtain a copy of the Adapter SSL Certificate. 2. Verify that there is not an existing or incorrect certificate already installed in

the Ionix IT Orchestrator keystore.3. Copy the hostname.cer file to the Ionix IT Orchestrator server.4. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to delete the existing certificate:"%JAVA_HOME%\bin\keytool" -delete -alias iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

5. Install the certificate into the Ionix IT Orchestrator keystore.6. Confirm that the JAVA_HOME is set to Java 6. Once the JAVA_HOME is verified,

execute the following command to store the certificate:"%JAVA_HOME%\bin\keytool" -import -alias iwave -v -file iwave.cer -keypass iwave -storepass changeit -keystore "%JAVA_HOME%\lib\security\cacerts"

Figure 4-2 SSL Configuration

EMCIonix IT Orchestrator



INSTALLING A LICENSE FILE

Installing a License File 4

When the Adapter software is purchased, a software license file (in XML format) is provided by EMC Customer Support. The license file identifies the following information for each Adapter server included in the EMC software configuration:• the types of Adapters that can be installed on the server• the Adapter software version• the expiry date for the Adapter software• the license key

During Adapter software installation, the user identifies the location of the license file. The installer then copies the license file from the original location to the following EMC Adapter installation directory:

install_root/adapters-2.4/conf

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INSTALLING THE ADAPTER SOFTWARE - WINDOWS

Installing the Adapter Software Windows 4

This section identifies the steps required for installing the EMC Adapter software.

Before You Begin

Before you install the EMC Adapter software, complete the following tasks:• Identify the location of the Adapter license file.• Close all Windows applications.• Determine the type of Agent you are installing (if any).• Determine which Adapter will be installed.• Determine on which server the Adapter and Agent software will be installed. .

Start the Installer

To install the EMC URL Agent and/or Adapter software, complete the following the steps:1. Access the location of the Adapter installer executable. Double-click the

setup-Adapter-winxx_2.4.exe file. 2. The Open File - Security Warning window displays. Click Run.3. The InstallAnywhere progress screen displays.Figure 4-3 Installer Progress Screen



4. The progress screen displays.Figure 4-4 Progress Screen

5. After the InstallAnywhere Wizard finishes loading, the EMC Adapters Installer Introduction screen displays. From this screen, select the Next button to continue.

Figure 4-5 Introduction Screen

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6. The Choose Install Set screen displays. From this screen, select the appropriate installation option. — For instructions on installing the URL Agent, refer to “Installing the

URL Agent”. — For instructions on installing your Adapter, refer to “Installing the

Adapter”.Figure 4-6 Choose Install Set


Installing the URL Agent

To install the URL Agent software, complete the following steps:1. From the Choose Install Set screen, select the URL Agent and corresponding

Python 2.6.1 for Windows install Set. Click Next. Figure 4-7 Install Set - URL Agent

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2. The Choose Install Folder screen displays. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 4-8 Choose Install Folder Screen


3. The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.— In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

— In an existing Program Group – includes a shortcut in an existing program group.

— In the Start Menu – includes the Adapter shortcut in the Start menu.— On the Desktop – creates an Adapter shortcut on the desktop.— In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.— Other – specify a custom directory location by selecting the Choose

button.— Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.— Create Icons for All Users – Select this option to create shortcuts for

all users configured on the server. The shortcuts are only added to the Start Menu and Desktop.

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Figure 4-9 Choose Shortcut Folder Screen


4. The Preparing to Install screen displays. Click Install.Figure 4-10 Preparing to Install

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5. The Installing Adapters screen displays. This screen displays the progress of the URL Agent installation.

Figure 4-11 Installing the Adapter


6. If you selected to have Python installed, the Python 2.6.1 Setup screen displays. Select one of the following options and click Next.— Install for users— Install just for me (not available for Windows Vista)

Figure 4-12 Python Setup

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7. The Select Destination Directory screen displays. Click the Up and New buttons to select a directory for the Python 2.6.1 files.The default directory is Python26. Click Next.

Figure 4-13 Select a Destination Directory


8. The Customize Python 2.6.1 screen displays. Click Next.Figure 4-14 Customize Python 2.6.1

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9. The Install Python 2.6.1 screen displays. When the installation completes, click Next.

Figure 4-15 Install Python 2.6.1


10. The Completing Python Installer screen displays. Click Finish button to complete the Python installation.

Figure 4-16 Completing Python Installer

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11. The Install Complete screen displays. Click Done to exit the installer.Figure 4-17 Install Complete


Installing the Adapter

1. From the Choose Install Set screen, select the EMC Ionix IT Operations Intelligence Adapter option. Click Next.

Figure 4-18 Choose Install Set Screen

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2. The Choose Install Folder screen displays with the default installation folder. To change the install folder, click the Choose button and navigate to the appropriate installation directory. Click Next.

Figure 4-19 Choose Install Folder Screen


3. The Choose Shortcut Folder screen displays. From this screen, specify the areas where the software shortcut icons will be created. Click the Next button to continue.— In a new Program Group – creates a new program group with the

specified name and includes a shortcut in the Windows All Programs list.

— In an existing Program Group – includes a shortcut in an existing program group.

— In the Start Menu – includes the Adapter shortcut in the Start menu.— On the Desktop – creates an Adapter shortcut on the desktop.— In the Quick Launch Bar – includes the Adapter shortcut in the Quick

Launch menu bar.— Other – specify a custom directory location by selecting the Choose

button.— Don’t create icons – Select this option if you do not want to create an

Adapter shortcut.— Create Icons for All Users – Select this option to create shortcuts for

all users configured on the server. The shortcuts are only added to the Start Menu and Desktop.

Figure 4-20 Choose Shortcut Folder Screen

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Note: If you choose not to create a menu shortcut, you can start the Adapterframework using the startAdapters.bat file. This file is located in theinstall_root\bin directory.

4. The Choose License File screen displays. From this screen, verify that the license file location identified in the Please Choose License File field, is correct. To change the license file location, select the Choose button and select the appropriate directory. Click Next.

Figure 4-21 Choose License File Screen


5. The Enable Security screen displays. On this screen, the Use HTTPS (port 9443) check box is selected by default. This option uses SSL for secure Web-based communications. To use standard unsecured HTTP Web-based communications, un-check this box. Click Next.

Figure 4-22 Enable Security screen

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6. The Web Service Authentication screen displays. From this screen, enter the Username and Password you want to use for authentication. You must enter the password twice for confirmation purposes. Click Next.

Figure 4-23 Web Services Authentication


7. The Monitoring Server Configuration screen displays. Based on your Adapter configuration, determine the appropriate step to complete:— If you are monitoring the Adapter with the Monitoring Server and the

Monitoring Server is on a different host from the Adapter, select the Specify host for Monitoring Server checkbox. Identify the following information and click Next:– URL - identifies the URL location of the Monitoring Server.– Username - identifies the username for the Monitoring Server.– Password - identifies the password associated with the username.

— If you are not using a Monitoring Server or your Monitoring Server is running on the same server as the Adapter, leave the checkbox unchecked. Click Next.

Figure 4-24 Monitoring Server Configuration

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8. The Pre-Installation Summary screen displays. Using the scroll bar, review the information before continuing the installation process.— If the information is correct, click Next.— If the information is incorrect, click Previous and change the

configurations on the previous screen. Click Next when done.Figure 4-25 Pre-Installation Summary


9. The Adapters Configuration screen displays. Click Next.Figure 4-26 Adapters Configuration

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10. The EMC Operations Intelligence Adapter Configuration screen displays. From this screen, provide the following information:— Service ID - The SAM system instance ID. — Broker- The Ionix Broker host name and port number. (Default:

localhost:426) — SA Domain - The top SAM domain name. (Default INCHARGE-SA) — Ping Interval - The SAM notification listener connection check

interval. — Default Source - If a required source name is not provided with an

event operation (i.e., create and clear), this is the default source name that this Adapter will use. (Default: adapter-itoi-1)

— Reconfigure Interval - This is the value of the check interval time in milliseconds. The Adapter regularly checks if any device credential update happened since last check. If so, reconfigure will be performed on the changed domain(s).

Figure 4-27 EMC Operations Adapter Configuration screen


11. The EMC Ionix ITOI Credentials screen displays. This screen provides the credentials that the Adapter will used to access the ITOI domains. Enter the username and passwords for the Adapter user accounts previously created on each domain.During the installation process, only credentials for five domains can be configured. For information on adding credentials for more domains, refer to "Creating Additional Domain Credentials" on page 8-1.

Figure 4-28 EMC Ionix IT Credentials

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12. The Preparing to Install screen displays. Click Install.Figure 4-29 Preparing to Install


13. The Installing Adapters screen displays. This screen displays the progress of the installation process. During this step, the Windows Service is installed and a keystore file is generated for SSL.

Figure 4-30 Installing the Adapter

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14. The Start Service screen displays. From this screen, select the Start the Adapter Service checkbox if you want to start the Adapter service during the installation process.

If you do not start the Adapter Service during installation, the Adapter service can be started manually. For more information on starting and stopping the Windows Service, refer to "Running the Adapter Windows Service" on page 79. Click Next.

Figure 4-31 Start Service


15. If you selected the Start the Adapter Service option, the following screen displays.

Figure 4-32 Starting the Adapters Service

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16. The Install Complete screen displays. Click Done to exit the installer.Figure 4-33 Install Complete


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RUNNING THE ADAPTER WINDOWS SERVICE

Running the Adapter Windows Service 4

The Adapters Windows Service is automatically installed during the installation process and if selected, is automatically started, as well.

Shortcuts

Based on which option was selected during installation, shortcuts may be provided from the Windows Start menu for starting and stopping the Windows Service.• To start the Adapters Service, select Start>All

Programs>install_root>adapters-2.4>Start Adapters Service.• To stop the Adapters Service, select Start>All

Programs>install_root>adapters-2.4>Stop Adapters Service.

Executable Location

Two executable files are provided for interacting with the Windows Service:• adapters.exe: The main executable that launches the service.• adaptersw.exe: The executable for starting the Service Manager application.

These files are located in the installation bin directory:install_root/bin

Service Manager Application

The Service Manager application is an application that allows you to configure options of the service such as turning on debugging. The service can also be started and stopped from this console.

To start the Manager application, double-click on the adaptersw.exe file. The Adapters Properties screen displays (see Figure 4-34).


RUNNING THE ADAPTER WINDOWS SERVICE

Figure 4-34 Adapters Properties - Services Manager Console

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INSTALLING ADAPTER SOFTWARE - UNIX

Installing Adapter Software UNIX 4

Before You Begin

Before installing the Adapters on the UNIX platform, you must complete the following tasks:• For UNIX platform:

— Install the Java Runtime Environment (JRE) 6 Update 11. — Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the Adapter.

• For both UNIX and Linux (optional):— Create an “admin” user for running the framework.

Installing the Software

To install the Adapter software on a UNIX platform, run the appropriate setup application from the Linux or UNIX prompt.• Linux Installer: setup-Adapter-linux_2.4.bin• Other UNIX Platforms: setup-Adapter-unix_2.4.bin

Running the Adapter UNIX Service 4

The bin/service.sh script starts and stops the framework as a service. A special file service.PID is created when the service is started. This is used to find the PID of the running service. Do not delete this file manually.

• Starting the service: ./service.sh start• Stopping the service: ./service.sh stop• Restarting the service: ./service.sh restart• Service Status:./service.sh status

If you wish the service to start automatically at boot time, the following is a sample init.d script you can use to call the service.sh script:

#!/bin/shIWAVE_USER=adminIWAVE_SERVICE=/usr/IonixITO/adapters-2.4/bin/service.shsu - ${IWAVE_USER} -c "$IWAVE_SERVICE" $1


MANUAL INSTALLATION PROCEDURES

Manual Installation Procedures 4

If an installation is being performed on an unsupported operating system, the EMC Adapter can be installed manually without the installer.

Before You Begin

Before manually installing the Adapter software, you must complete the following tasks:• Ensure that you are installing on either a Windows or UNIX platform.• Java 6 must be installed and run on the local computer. If multiple Java

platforms are present on the local computer, make sure that %JAVA_HOME% points to Java 6 when running the EMC Adapter.

• An Adapter license file (license.xml) must be copied to the install_root\conf directory. If you do not have a license file for your Adapter, contact your EMC Sales Representative.

Install the Files

To install the files manually on a Windows or UNIX platform, complete the appropriate steps.

For Windows:

1. Contact EMC Customer Support and request a zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the zipped file.3. Unzip the file and place the extracted file(s) in any directory on any machine

with network access to the computer running the endpoint application.

Note: For Windows installations, there are no registry keys to edit. Thelocation of these files is referred to as %IonixITO_HOME%.

For UNIX and Linux:

1. Contact EMC Customer Support and request a tarred/zipped copy of the Adapter installer to be placed on the EMC FTP site.

2. From the Adapter server, download the tarred/zipped file in binary format. Place the .zip file in the directory where you want the software installed. For example: /opt/EMC

3. Extract the files included in the zip file. This will create an adapters directory with several sub directories.jar xfv adapter-2.4.zip

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MANUAL INSTALLATION PROCEDURES

4. Change to the adapters/conf directory. 5. Copy your license file to the conf directory. Ensure that the license file is

named license.xml.6. Change to the adapters/endpoints directory. Access the directory for

your endpoint adapter.7. Copy the endpoint-spring.xml file to the adapters/conf directory.8. Using the propertiesEditor.bat utility, modify the following

parameters in the framework.properties file.— framework.username

— framework.password - use the -h option when setting the password.

— endpoint.datasource.jdbc.url

— endpoint.datasource.jdbc.username

— endpoint.datasource.jdbc.password

—

9. Change to the adapters/bin directory10. Run the setup.bat script.

./setup.bat

11. Install the Adapter as a service. ./service.bat install

12. Start the adapters service.13. After a few seconds, change to the adapters/log directory and view the

framework.log file. At the bottom of the file, the log should indicate that the adapter framework has started.


5Chapter
Framework Properties 1
During installation, the framework.properties file is installed in the conf directory. The framework.properties file includes configuration parameters for the Adapter Framework. Any parameters specified in this file are automatically recognized by the external (framework.xml) and internal (inside the framework jars) spring configurations. These parameters allow the base configuration to be used and only a few parameters should be changed.

The framework.properties file is in the standard Java Properties format. The file can be edited using a text editor or the properties in the file can be edited using the PropertiesEditor command.

The properties in the framework.properties file that are encrypted are shown in the format: "ENC;XXXXX" where XXXXX is the encrypted data.

Note: The Properties Editor tool is only capable of creating these propertiesand not reading them.

Properties Editor Tool 1

The Properties Editor is a tool used to edit configuration properties in the framework.properties file. This command allows encrypted parameters to be specified.

Starting the Tool

To start the Properties Editor tool, execute the following batch file or shell script from the command line:• For Windows: bin/propertiesEditor.bat

• For Unix: bin/propertiesEditor.sh


PARAMETERS

Using the Command

When entering the PropertiesEditor command, multiple options can be specified in a single invocation of the command.

Usage

PropertiesEditor [options] <target-file>

Options

-p <key>=<value> Sets a property with the key and value specified in plain text.

-e <key>=<value> Sets a property with the key and value specified in encrypted data.

-h <key>=<value> Sets a property with the key and value specified in SHA-1 Hashed format. This is used for framework passwords.

-m <file> Merges multiple properties from the file specified to the target file.

Examples

The following are examples of using the Properties Editor tool: • To set the framework username and password for authentication, enter the

following command:bin/propertiesEditor.bat -p framework.username=admin -h framework.password="Hashed String" conf/framework.properties

• To set the Adapter hostname, username and password, enter the following command:bin/propertiesEditor.bat -p adapter.host=hostname -p adapter.username=Demo -e adapter.password=password conf/framework.properties

Parameters 1

The framework.properties file includes two types of properties:• global framework properties• Adapter-specific properties

Global Framework Properties

These global framework properties are automatically configured for all Adapters.


PARAMETERS

Framework Authentication

The following properties are used for the Web Services HTTP authentication:• framework.username - Username to log into the provided web services.• framework.password - Password to log into the provided web services.• framework.admin.password - Administrator password to restart the

adapters over JMX.• framework.auth.enabled - If this is set to true, authentication will be

required. (Default: true)

Default base URLs to Exposed Services

The following properties configure the base URLs for the Adapter services:• services.url - Base URL for all adapter operations services (https://

${hostname}:9443/services).• client.url - Base URL for client acquisition service (https://

${hostname}:9443/services).• notification.url - Base URL for notifications (http://

${hostname}:9080/services/notification).• acquisitionevent.url - Base URL for acquisition events (http://

${hostname}:9080/services/acquisition-event).

DataSource Properties

The following properties can be modified to enable support for another database instead of the default (Derby) Persistence database:• datasource.jdbc.driver – identifies the database driver (i.e.,

com.microsoft.sqlserver.jdbc.SQLServerDriver). • datasource.jdbc.url – identifies URL to the database (i.e.,

jdbc:sqlserver://hostname:1433;DatabaseName=testdb). • datasource.jdbc.username - identifies the username to log into the

database.• datasource.jdbc.password – identifies the password associated with

the database username. If required, the password can be encrypted.

Database Monitoring

The following properties can be modified to enable monitoring tasks on the database. Only one Adapter per database can have this enabled.• datasource.monitor.enabled - identifies if database monitoring is

enabled. (Default: true)

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PARAMETERS

Acquisition monitoring

The Adapters automatically send the adapter.acquisition.queuesize and adapter.acquisition.queuewait events to the Monitoring Server based on the health of the Adapter queue. The following parameters are used to configure Acquisition monitoring. • acquisition.monitor.enabled - identifies if Acquisition monitoring is

enabled. (Default: true)• acquisition.monitor.queue-threshold - identifies the number of

items allowed in the queue before the queuesize event is sent. (Default: 500)

• acquisition.monitor.queue-wait-hours- identifies the number of hours an item must be on the queue before the queuewait event is sent (Default: 24)

• acquisition.bufferqueue.limit - identifies the maximum number of items that are allowed in the buffer queue. (Default: 500)

Automated Alerts

If the Monitoring Server is on a different host from the Adapter, the following configuration are updated to include the connection settings for the Monitoring Server. These parameters identify the location to send automated alerts. If you are using a Monitoring Server and it is installed on the same server as your Adapter, leave these parameters blank.• framework.events.url - identifies the Monitoring Server URL location

to send events.• framework.events.username - identifies the Monitoring Server

username for basic authentication.• framework.events.password - identifies the password associated with

the Monitoring Server username. The password can be encrypted.


PARAMETERS

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Framework Properties for EMC ITOI

The EMC Ionix ITOI Adapter requires the following properties to be set in the framework.properties configuration file: • ionix-itoi.serviceId - The SAM system instance ID. (Default: EMC-

Ionix-ITOI)• ionix-itoi.broker - The Ionix broker host name and port number.

(Default: localhost:426) • ionix-itoi.sadomain - The top SAM domain name. (Default INCHARGE-

SA) • ionix-itoi.pingInterval - The SAM notification listener connection

check interval. (Default: 120000)• ionix-itoi.operation.defaultSource - If a required source name is not

provided with an event operation (i.e., create and clear), this is the default source name that this Adapter will use. (Default: adapter-itoi-1)

• ionix-itoi.reconfigureInterval - This is the valueof the check interval time in milliseconds. The Adapter regularly checks if any device credential update happened since last check. If so, reconfigure will be performed on the changed domain(s). (Default: 300000)

• ionix-itoi.acquisition.event.notificationList - (Unix) This property configures the SAM notification list name. This configuration identifies the notification list from which you will be receiving SAM alerts (events). You can create your own notification list on SAM and subscribe to it by providing the name with the "ICS_NL-" prefix. (Default: ICS_NL-Default)

Figure 5-1 framework.properties file EMC Ionix ITOI parameter

## EMC Ionix ITOI (SAM) Adapterionix-itoi.serviceId = EMC-Ionix-ITOIionix-itoi.broker = localhost:426ionix-itoi.sadomain = INCHARGE-SAionix-itoi.pingInterval = 120000ionix-itoi.operation.defaultSource = adapter-itoi-1ionix-itoi.ip.reconfigureInterval = 300000 ionix-itoi.acquisition.event.notificationList=ICS_NL-Default


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6Chapter
Custom Configuration 1
Topics covered in this section:• Client Acquisition Service• Adapter High Availability• Java to Adapter Integration• Persistence Database Management

Client Acquisition Service 1

The Client Acquisition service allows customers to leverage the EMC Acquisition Services with their data. Customer data can be added to the existing EMC Acquisition system. Processes in Ionix IT Orchestrator can be configured to feed off of their data similar to the existing Adapter workflows. Two services are provided for getting data into the Acquisition Queue. Both provide the exact same features, but allow customers to choose the easiest integration point.

Data Format

The data must be provided in the following XML format:

<?xml version="1.0“ encoding=”UTF-8”?><client-object> </client-object>

Object Format

Schema for the client object (client-object.xsd):

<?xml version="1.0" encoding="UTF-8" standalone="yes"?><xs:schema version="1.0" xmlns:xs="http://www.w3.org/2001/XMLSchema">

<xs:element name="client-object" type="clientDefinedObject"/>

CLIENT ACQUISITION SERVICE

<xs:complexType name="clientDefinedObject" mixed="true"> <xs:sequence> <xs:any processContents="skip" namespace="##other" minOccurs="0" maxOccurs="unbounded"/> </xs:sequence> </xs:complexType></xs:schema>

To provide data to the acquisition queue, customers must always specify the serviceId and objectType along with the object data.• serviceId - Unique identifier of the service that placed this data here.

This is used to differentiate between different applications that push data into the queue.

• objectType - Unique type of the object. This should not be one of the built in types (Incident, Event, CI, Change, Problem, ITObject). It can be any unique name to identify the customer's data.

The return for the service provides the ID of the transaction back to the client. This can be used to correlate the call with the transaction that appears in the queue.

RESTful Client Acquisition

For the Client Acquisition endpoint, HTTP POST to the following address:

https://localhost:9443/services/client-acquisition/{serviceId}/{objectType}:

Replace {serviceId} and {objectType} with the desired values.

• HTTP Basic Authentication is expected to authenticate the user.• If a problem occurs, and HTTP 500 (Internal Error) response code is returned,

the content of the response contains the error message. A HTTP 200 code indicates the request was processed normally. Any HTTP 4xx codes indicate some sort of client error.

Note: If you have a form with a ":" colon in it, use the ASCII Hex decimal with a"%" sign prefix to escape it in the Restful service URL.

Calling the RESTful Client Acquisition from curl

In order to call the RESTful Client Acquisition from curl, the URL Agent must be installed. Once the URL Agent is installed, complete the following tasks: 1. Create an XML file with the root node of the client-object.

<?xml version="1.0" encoding="UTF-8"?><client-object> </client-object>

2. From the command line, call the following command:

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python agent.py -l -v -x {filename} https://iwave:password@localhost:9443/services/client-acquisition/{serviceId}/{objectType}

3. An HTTP/1.1 200 OK response is sent and the data should be in the Acquisition Queue.

SOAP Client Acquisition Web Service

The following is the location of the SOAP Client Acquisition Service WSDL:https://localhost:9443/services/ClientAcquisitionService?wsdl

If an error occurs, a web service fault is thrown matching the framework exception com.iwave.acquisition.client.AcquisitionException.This exception contains a message with the details of the problem. HTTP Basic Authentication is expected to authenticate the user.

Running on another port

To run the Client Acquisition service from another port, you must modify the client-acquisition-spring.xml file. Figure 6-1 identifies the spring configuration file for the client acquisition service. In this file, perform the following modifications:1. Replace the ${services.url} with the required URL and port number

(i.e., 9080).

Note: If you specify port 9443, you must use HTTPS in the URL.

2. If you need to disable authentication, delete the following three lines in the two places they occur.<jaxws:inInterceptors> <ref bean="securityInterceptor"/></jaxws:inInterceptors>

3. To start a second copy of the Acquisition Service, copy the modified file to the conf directory.


Figure 6-1 Spring Configuration

<beans xmlns="http://www.springframework.org/schema/beans" xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance xmlns:jaxws="http://cxf.apache.org/jaxws" xmlns:jaxrs="http://cxf.apache.org/jaxrs" xmlns:lang="http://www.springframework.org/schema/lang" xsi:schemaLocation=" http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd http://cxf.apache.org/jaxws http://cxf.apache.org/schemas/jaxws.xsd http://cxf.apache.org/jaxrs http://cxf.apache.org/schemas/jaxrs.xsd http://www.springframework.org/schema/lang http://www.springframework.org/schema/lang/spring-lang-2.0.xsd">

<bean id="clientAcquisitionService2" class="com.iwave.acquisition.client.ClientAcquisitionService"> <property name="queue" ref="acquisitionQueue"/></bean>

 <bean id="acquisitionExceptionProvider2" class="com.iwave.acquisition.client.AcquisitionExceptionMapper"/>

 <jaxws:endpoint id="clientAcquisitionServiceEndpoint2" implementor="#clientAcquisitionService2" implementorClass="com.iwave.acquisition.client.ClientAcquisitionService" address="${services.url}/ClientAcquisitionService2"> <jaxws:inInterceptors> <ref bean="securityInterceptor"/> </jaxws:inInterceptors> </jaxws:endpoint>

<jaxrs:server id="clientAcquisitionServiceRest2" address="${services.url}/client-acquisition2"> <jaxrs:inInterceptors> <ref bean="securityInterceptor"/> </jaxrs:inInterceptors> <jaxrs:serviceBeans> <ref bean="clientAcquisitionService2"/> </jaxrs:serviceBeans> <jaxrs:providers> <ref bean="acquisitionExceptionProvider2" /> </jaxrs:providers> </jaxrs:server></beans>

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ADAPTER HIGH AVAILABILITY

Adapter High Availability 6

The EMC Ionix IT Orchestrator Adapter solution may be scaled to allow more Adapters in the network configuration. Adapter scaling may be performed for the following reasons:• to increase the number of transactions being processed• to provide high-availability (i.e., redundancy)• to handle additional simultaneous requests

Figure 6-2 provides an illustration of a network configuration with multiple Adapters utilizing an external Acquisition database.

Figure 6-2 Adapter Scaled Network Configuration

Operations Services Scaling

The Operations Web Services can be scaled easily. The operations are essentially stateless, allowing a second adapter to be installed on another system that can handle the operations. If the primary Adapter fails, workflows can be updated to switch to use a secondary Adapter’s operations services.

Acquisition Services Scaling

The Acquisition Services component of the Adapter architecture can be scaled by completing the following steps:1. Offload the Acquisition Queue to an external database.2. Use the external database with multiple Adapters.


ADAPTER HIGH AVAILABILITY

Use the External Database for Multiple Adapters

Each Acquisition Service is pulling from the same shared queue. A second adapter install can be used to handle additional acquisitions. Workflows can be updated to switch to the second adapter if the acquisition queue operations fail on the primary server.

Adapter Failover Infrastructure

Since it is difficult to add logic for Adapter failover within workflows, specific infrastructure must be implemented to handle Adapter failover. The following are options for implementing high-availability for the EMC Adapters:• Round-Robin DNS Server - A Round-Robin DNS can be used to allow a single

hostname to provide access to multiple IP addresses representing the multiple Adapter environments installed. With this configuration, if the primary Adapter server goes out-of-service, the DNS server can point users to the secondary Adapter server that is in-service.

• Highly Available HTTP Proxy Server - A highly available HTTP Proxy server can be used to forward requests between Adapters. When the primary Adapter server goes out-of-service, the HTTP proxy server should be able to forward requests to a secondary Adapter server that is in-service.

Agent Scaling

It is assumed that if the endpoint application is up and running, it should be able to invoke the Agent script running within that environment. The agent needs to only notify one acquisition adapter that is running. The reason is that the message only needs to be added to the queue once.

There are two options for this:• If the customer has a Round-Robin DNS or proxy set up that allows access to

any of the installed adapters that are running, this can be used from the agent. The agent would point to the single hostname. One of the adapters receives the request and add it only once to the queue.

• If multiple URLs are present on the agent command line, it makes the request to only one of them, the first available one. Store-forwarding is still provided but is only used if none of the services can be reached.

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JAVA TO ADAPTER INTEGRATION

Java to Adapter Integration 6

If a Java application must be used to push information into any of the Adapter RESTful web services, specific Java code must be used. Figure 6-3 includes a Java code sample used to perform an HTTP POST or GET with the EMC Adapter.

Prerequisites

In order to use this code, you need to download the Apache Commons HTTP Client version 3.1. The Commons HTTP Client can be downloaded from the following location:

http://hc.apache.org/downloads.cgi

From the Apache Http Components Downloads page, scroll down and select to download the Commons HttpClient 3.1. To use this client, you also need the following jar files:• commons-httpclient-3.1.jar • commons-codec-1.3.jar • commons-logging-1.1.1.jar


JAVA TO ADAPTER INTEGRATION

Figure 6-3 Sample Java code

package com.iwave.net;import java.io.IOException;import org.apache.commons.httpclient.HttpClient;import org.apache.commons.httpclient.HttpException;import org.apache.commons.httpclient.HttpStatus;import org.apache.commons.httpclient.methods.GetMethod;import org.apache.commons.httpclient.methods.PostMethod;import org.apache.commons.httpclient.methods.StringRequestEntity;/** * Example of making an HTTP GET or POST in Java. * * */public class SimpleHTTPClient { public String post(String url, String xml) throws HttpException, IOException { HttpClient client = new HttpClient(); PostMethod method = new PostMethod(url); try { if (xml != null) { method.setRequestEntity(new StringRequestEntity(xml, "text/xml" , "UTF-8")); } // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP POST method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); } finally { method.releaseConnection(); } } public String get(String url) throws HttpException, IOException { HttpClient client = new HttpClient(); GetMethod method = new GetMethod(url); try { // Execute the method. int statusCode = client.executeMethod(method); if (statusCode != HttpStatus.SC_OK) { throw new IOException("HTTP GET method failed: " + method.getStatusLine()); } return method.getResponseBodyAsString(); }

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PERSISTENCE DATABASE MANAGEMENT

Persistence Database Management 6

This section discusses the following maintenance tasks that can be performed on the Persistence database.• Removing Transactions• Reclaiming Unused Disk Space• Connecting to the Database• Changing the Database Port Number• Offloading the Acquisition Queue to an External Database

Removing Transactions

The pruning service removes all transactions that are older than 7 days and are in the “Error” state from the Persistence database. The service runs every night at 3:00 a.m.

Reclaiming Unused Disk Space

After large amounts of data have been deleted or updated on the Derby database, a Derby table or index can contain unused space. By default, Derby does not return unused space to the operating system. However, Derby does provide a way to reclaim unused space in tables and associated indexes.

If you determine that a table and its indexes have a significant amount of unused space, use one of the following procedures to reclaim the space: • SYSCS_UTIL.SYSCS_COMPRESS_TABLE - is guaranteed to recover the

maximum amount of free space, at the cost of temporarily creating new tables and indexes before the statement in committed.

• SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE - attempts to reclaim space within the same table, but cannot guarantee it will recover all available space. This procedure uses no temporary files and moves rows around within the same table or index.

For more information, refer to the Apache Derby Administration Guide.

To reclaim space in the table and recreate the indexes, execute the following script from adapters/bin directory:

runScript.bat derbyMaint


PERSISTENCE DATABASE MANAGEMENT

Connecting to the Database

To connect to the Adapter Derby database over the network, use the Java driver derbyclient-10.4.2.0.jar. The following URL will connect to the Derby database running in the Adapter.

jdbc:derby://HOST:1528/persistence-db

Changing the Database Port Number

To change the port number of the database, modify the derby.drpa.portNumber in the system.properties file located in the conf directory.

Offloading the Acquisition Queue to an External Database

In addition to the Apache Derby database, the Acquisition Queue can be offloaded to an external database. To enable support for another database, complete the following steps:1. Download the JDBC driver for the required platform and place the file in the

lib/adapters directory in the adapter install directory.2. Modify the following properties in the Adapter framework.properties

file:— datasource.jdbc.driver: identifies the database driver name

(i.e., com.microsoft.sqlserver.jdbc.SQLServerDriver).— datasource.jdbc.url: identifies the URL to the database

(i.e., jdbc:sqlserver://hostname:1433;DatabaseName=testdb).— datasource.jdbc.username: Username— datasource.jdbc.password: Password. This can be encrypted if

desired.3. Restart the Adapter.

For the database to be highly available, database clustering technologies should be used. Refer to the appropriate database documentation for more information.

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7Chapter
Using the URL Agent 1
The chapter discusses the following topics:• About the Adapter URL Agent• Python Requirement• URL Agent Daemon• Logging• Running the URL Agent• URL Agent Filtering

About the Adapter URL Agent 1

If an Adapter does not require a specialized Agent, an EMC Ionix IT Orchestrator Adapter URL Agent can be installed. The main function of the URL agent is to perform an HTTP GET or POST operations against the adapter. An external application could be used to perform these functions, but the URL Agent provides some capabilities that may not be readily available from another client.

The URL Agent includes the following capabilities:• Store-Forward Capability - This means that if the Adapter is not running or

there is a network outage, the transactions are stored in a local data file. These transactions are forwarded when the Adapter is available again.

• HTTPS and HTTP Basic Authentication - for secured communications and authentication.

• Retrying on Retryable Error Codes - The Adapter Framework will return an HTTP Status Code for different types of errors. The URL Agent provides retrying on retryable error codes from the Adapter.

Python Requirement 1

Python 2.6 is required for the URL Agent. During installation, if the URL Agent is selected, the Python software is automatically installed.


URL AGENT DAEMON

URL Agent Daemon 1

The Adapter URL Agent consists of two components: the agent and the agent daemon.

The URL Agent daemon is a lightweight process that runs in the background and makes requests to the Adapter(s). The URL Agent makes use of the Agent daemon background service. When started, the agent daemon provides ordered access to the adapter and to the store-forward data file. This daemon will remain running after the GET or POST operation is complete. It consumes minimal resources and allows future transactions to be executed much faster. Only one instance of the daemon is running at a time.

The agent uses TCP/IP port 50011 (by default) to communicate with the URL Agent daemon.

Shutting Down and Starting the Daemon

The Agent daemon is automatically started when the URL Agent is installed. If the daemon needs to be shutdown and restarted, enter the following commands:• To shutdown the agent daemon, enter the command:

agent.py –s

• To start the Agent daemon, enter the command:agent.py –d

Logging 1

All logging is performed by the Agent daemon. A single log file is used for all requests going out. Error messages are logged to the file in ../log/agent.log. By default, the logging is minimal. This is recommended for production usage. If there is a problem, verbose logging can be enabled by adding the -v flag on the command when the Agent daemon is started.

When enabling verbose logging, it is recommended to first shutdown the daemon and then start the daemon with verbose logging. To enable verbose logging, enter the following commands: • agent.py -s

• agent.py -d –v

If a request is made without using the agent daemon, the local option can be used. The agent daemon is not used or started when this option is used and store-forward is disabled. The following is a sample of using this option with verbose logging on.

agent.py -v -l http://localhost:9080/services/adapter

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RUNNING THE URL AGENT

Running the URL Agent 1

The URL Agent execution parameters are as follows:

Usage:

agent.py [options] url1 [alternate-urls ...]

Options:

-h, --help Shows this help message and exits. -a key=value Specifies an attribute in key=value format. -x XML_FILE, --xml-file=XML_FILE

Specifies the XML File that contains data to POST to the url.

-f ATTRS_FILE, --attrs-file=ATTRS_FILESpecifies the file that contains a list of key=value@$ attributes.

-e, --environment-variablesEach environment variable is taken as a key/value pair to pass as data.

-u USERNAME, --username=USERNAMEUsername for HTTP Basic Authentication.

-p PASSWORD, --password=PASSWORDPassword for HTTP Basic Authentication.

-r, --resubmit Resubmit all items from the dead queue back to the store (not available with the -l option).

-c, --clear Clears all items in the dead queue. (Not available with the -l option).

-v, --verbose Enables verbose logging for the agent daemon. -l, --local Do not attempt to use the agent daemon. The log file is

not created and store-forward is disabled. -d, --daemon Starts the agent daemon in the foreground. This

command does not return. -s, --shutdownShuts down the background agent daemon. Exits

immediately after shutdown.

Example Commands

The following are example commands for using the URL Agent:• To perform an HTTP GET to the URL, use the following command:

agent.py http://localhost:9080/services/adapter


URL Agent Filtering

• To perform an HTTP GET to the adapter in a fail-over environment, enter the command with two URLs:— If the first URL is not reachable, the second is tried. — If none are reachable, the store-forward mechanism is engaged. Only

one URL is notified.agent.py http://host1:9080/services/adapter http://host2:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload that has the key/value pair specified, enter the following command. The XML schema is the format understood by the adapters.agent.py -a key=value http://localhost:9080/services/adapter

The XML Format used by the adapters will look like this:

<?xml version="1.0" encoding="UTF-8"?><data> <string-field name="key">value</string-field></data>

• To perform an HTTP POST to the URL specified with an XML payload with the key/value pairs retrieved from a text file, enter the following command. The XML schema is the format understood by the adapters. The text file lines must be terminated in @$ to denote the end of a line (they can span multiple lines).agent.py -f /path/to/file http://localhost:9080/services/adapter

• To perform an HTTP POST to the URL specified with an XML payload using the file specified, enter the following command with the –x option: agent.py -x /path/to/file http://localhost:9080/services/adapter

URL Agent Filtering 1

Sometimes it is beneficial or necessary to filter out changes coming out of an endpoint application before they get to the workflow. By filtering early, it reduces the load on the Adapter system. Also, some things like the request type can only be determined at the endpoints. Often the endpoint can provide access to previous values of data as well as the current. This allows status changes to be detected and can allow a request type to be sent for the record.

The Adapter supports URL Agent filtering. The URL Agent filter identifies the changes that need to be performed before reaching the endpoint application. The filter is essentially a wrapper around the URL agent that provides the filtering mechanism.

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URL Agent Filtering

Using a filter script allows you to define configuration settings like the URL to use, basic auth parameters and logging options right within the script. This means that the command line call to the script will be very simple. This also makes it easier to run tests.

Running the Filter Script

An example URL Agent filter script (agent-filter.py) is installed with the URL Agent. The agent-filter.py file can be copied and customized for your solution. The script contains examples of options that can be changed. Modifying the filter requires minimal coding and some knowledge of Python.

To run the script, enter the following command:c:\install_root\adapters-2.2\agent\agent-filter.py

On Windows systems, you may need to use the command from an endpoint application. For example:c:\Python26\python c:\IonixITO\adapters-2.2\agent\agent-filter.py

Filter Parameters

All parameters for the URL Agent function (i.e.,. -v, -l, -s) can be used in the URL Agent filter. Attributes are included in the script to perform the specific filtering. The attributes available to the filter script are defined by the -a, -f or -e parameters to the script.

The following parameters can be added to the Notification or Acquisition-Event services to influence how this transaction is placed in the queue. Each of these can be added using the -a parameter when calling the Agent. These must be set using the string-field extended field type.

Example Filter Script

Figure 7-1 identifies the example URL Agent Filter.


URL Agent Filtering

Figure 7-1 Example URL Agent Filter Script (page 1 of 3)

#!/usr/bin/env python## Example Usage: # agent-filter.py -a REMOVE_ME=abc -a Status=InProgress -a OldStatus=Updated -a MUST_HAVE=true -a SEND=true -a Partner=abc -a ID=123

from multiprocessing import freeze_supportimport agent

class FilteredAgent(agent.FilteredAgentMixin):# Pre-configured URLs to send the requests to. # This can be comma separated in the brackets urls = ['http://localhost:9080/services/notification/remedy/%s/%s']

def init(self):### Examples of setting URL Agent options (Overrides)

# Override Basic Authentication username and password. # Uncomment these to enable#self.options.username = 'user'#self.options.password = 'pass'

# Override verbose loggingself.options.verbose = True

# Override local/background agent. True means local, # False means background and uses store-forwardself.options.local = True

# If no code is in this method you need this line#pass

def filter_attributes(self, attributes):"""should_filter_out(self)

This method call is used to filter out calls to the agent. If thismethod returns True, then the call will not be sent on. This usefulto filter out calls that do not need to be processed even though theagent is fired."""

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URL Agent Filtering


### Examples of modifying attributes

# Example: Removing an attribute from being sentif 'REMOVE_ME' in attributes:

del attributes['REMOVE_ME']# Example: Setting override object type attributes['iwave.overrides.objectType'] = 'CustomIncident'

# Example: Setting override service ID based on Partner field(static)if 'Partner' in attributes:if attributes['Partner'] == 'ABC':attributes['iwave.overrides.serviceId'] = 'RemedyABC'# Example: Setting override service ID based on Partner field#(dynamic) This will produce a serviceId of 'Remedy{P}' when the#'Partner' field is '{P}'else:attributes['iwave.overrides.serviceId'] = 'Remedy%s' % attributes['Partner']

# Example: Setting the request Type based on a status changeif attributes['Status'] != attributes['OldStatus']:if attributes['Status'] == 'InProgress':attributes['iwave.request.type'] = 'ChangeApproved'elif attributes['Status'] == 'Cancelled':attributes['iwave.request.type'] = 'ChangeRejected'else:attributes['iwave.request.type'] = 'Unknown'

# Example: Sets the create date based on the 'date' attribute# specified using the format specified. Formatting options are# available# here: http://docs.python.org/library/time.html#time.strftimeself.create_date_from_attr('date', "%Y-%m-%d %H:%M:%S")

# Example: Sets the create date from the current time on this# system. The time is always sent as UTC.#self.create_date_from_now()

### Logging

# This piece of code will print out each attribute to the log fileself.agent.log_debug('Agent Filter Called with Attributes: %s' %attributes)

# Logging can also be done to info using:#self.agent.log_info('Some informational message')


URL Agent Filtering


### Replacing URL placeholders

# This replaces any %s placeholders in the URLs with the values# specifiedself.replace_url_placeholders(('incident', attributes["ID"]))

### Examples of filtering out calls### Returning True indicates not to send the call to the adapter### Returning False indicates to send the call to the adapter

# Example: Filters out everything that does not have theattribute "MUST_HAVE"if 'MUST_HAVE' not in attributes:self.agent.log_debug('MUST_HAVE attribute not present.Filtering out')return True

# Example: Filters out anything that does not have the "SEND"attribute # or it is not "true"if 'SEND' not in attributes or attributes['SEND'] != 'true':self.agent.log_debug('SEND attribute not present. Filteringout')return True

# Example: Filters out anything that does not have a change between the# two attributes 'Status' and 'OldStatus'. if attributes['Status'] == attributes['OldStatus']:self.agent.log_debug('Status not changed. Filtering out')return Truereturn False

if __name__ == '__main__':freeze_support()FilteredAgent().run()

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8Chapter
EMC Ionix ITOI Adapter Configuration 1
Topics covered in this chapter:• Creating Additional Domain Credentials• Enable SAM Device Maintenance• Server Tool Notification• Configuring SAM to call the URL Agent

Creating Additional Domain Credentials 1

In order for the adapter to access the Ionix ITOI domains, adapter user accounts and corresponding passwords must be created on the domains.

During Adapter installation, the user is prompted to identify the domain user IDs and passwords for the Adapter. The installer allows you to configure credentials for a maximum of five domains.

After installation, the account information is stored in the file ionix-credentials.properties file located in the following directory:

<install_root>/conf

If more than five domains need to be configured, the ionix-credentials.properties file must be updated with the additional information. The PropertiesEditor tool can also be used to generate encrypted entries.


ENABLE SAM DEVICE MAINTENANCE

Figure 8-1 Example ionix-credentials.properties file

To add additional domain credentials:1. Access the conf directory:

<install_root>/conf

2. Using a text editor, open the ionix-credentials.properties file.3. For each domain, enter the username and password that is allowed to access

the domain. Enter each line in the following format:<domain_name>=<username>,<password>

4. For production environment, use the PropertiesEditor to generate encrypted entries. An example encrypted line is as below:

INCHARGE-AM-PM = ENC;901CD57A96166502EC7867D6AE785C7B

5. Save the file.

Enable SAM Device Maintenance 8

If you are using this adapter to schedule device maintenance (see the Adapter event create operation), you must first enable the SAM maintenance function.

To enable SAM device maintenance: 1. Start the MBIM domain server. 2. In SAM, define the MBIM domain:

a. Open the Global Manager Administration Console, with the focus set to SAM.

b. Navigate to ICS Configuration > IC Domain Configuration > Domains. c. Ensure that the BIM domain is defined. If it is not, create a new domain for

BIM of type INCHARGE-SAM-MBIM-SUITE. 3. In the Topology Browser Console, right-click the instance of the SAM server

that is the topology source for MBIM and then click Enable Maintenance.

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SERVER TOOL NOTIFICATION

Server Tool Notification 8

If you need to use SAM tools and EMC notification agent to trigger alert (event) acquisition, complete the following steps:

1. Access the EMC Ionix ITOI Adapter installation directory:<install_root>/adapters-2.4/endpoints/EMC/ionix-itoi

2. Using a text editor, view the contents of the itoi_adapter_sample.xml file.

3. From the SAM home directory, create an action rule file based on the itoi_adapter_sample.xml file. Save the file in the following directory:SAM-home/local/conf/ics

4. From the EMC/ionix-itoi directory, use a text editor to view the contents of the agent_sample.cmd file.

5. Based on the agent_sample.cmd file, create a script in the following SAM home directory:SAM-home/local/actions/server.

6. This script calls the URL agent with a line as below: <path>/agent.py http://<hostname>:8080/services/notification/ionix-itoi/event/<domainName>/%SM_OBJ_CREATIONCLASSNAME%::%SM_OBJ_NAME%

where:— <hostname> = the host name on which this adapter is installed. — <domainName> = the name of the domain from which the alerts will

be sent such as INCHARGE-SA. 7. Replace with user parameters and run command:

sm_config -s INCHARGE-SA import --force itoi_adapter_sample.xml

8. Re-login from the console.

Configuring SAM to call the URL Agent 8

For the EMC Ionix ITOI Adapter, in order for SAM to send a notification to the Notification Service, you must make SAM call the URL Agent.

To make SAM call the URL Agent:1. Select an entry in the SAM Notification Log Console and right click. 2. Select the NotifyAdapter action.


CONFIGURING SAM TO CALL THE URL AGENT

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9Chapter
Ionix IT Orchestrator Configuration 1
Topics covered in this chapter:• Using the ITIL Adapter Plugin• Adapter API

Using the ITIL Adapter Plugin 1

The ITIL Adapters plugin for Orchestrator enables the ITIL Adapters to be easily used from EMC Ionix IT Orchestrator and leverages the Adapter API.

Associated Files

The following files are utilized by the Adapters plugin:• com.iwave.ext.adapters_x.x.zip – This is the core of the Adapters plugin for

Orchestrator. This plugin provides the ‘TransactionProcessor’ for acquisition and the Tasks for operation services. It also contains the full Adapter API jar files so that they can be used within workflows.

• com.iwave.ext.adapters.httpdispatcher_x.x.zip - This archive contains the AdaptersDispatcher.war. This needs to be loaded with the container and provides an endpoint that communicates with the adapters push mechanism. Extract this zip to the root of the container and it should be unpacked in the correct directory.

• com.iwave.ext.adapters.examples_x.x.zip – (Optional) This is an Orchestrator project that should be imported into Studio. It contains some tests and examples on how to use the push mechanism. This project is not required to use this plugin but is helpful as a starting point and example.

Installation and Configuration

HTTP Dispatcher (com.iwave.ext.adapters.httpdispatcher_2.3.1)

This component is a web application that provides a Web API used by the Adapter to push to the Ionix IT Orchestrator. This is required for the


https://integratorng.trac.cvsdude.com/integratorng/wiki/AdaptersAPI

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https://prime:8444/TransactionDispatcher/ClientA

https://prime:8444/TransactionDispatcher/ClientB

USING THE ITIL ADAPTER PLUGIN

Acquisition Push feature. The web application is packaged as a single file called AdaptersDispatcher.war.

To install this component: 1. Copy the AdaptersDispatcher.war file to the conf/webapps/

directory of the container. 2. Extract the zip file to the root container directory and it will be placed in the

correct location.3. If you do not wish to use a standalone container install, there is a container

install bundled with studio. This container install is located in directory plugins/com.enigmatec.ems.platform_4.0.0.

4. Ensure that a JAAS login module is set up for the container. The default container install sets up JAAS to use conf/JaasAuth-windows.conf. This enables Windows based authentication, which will always succeed if the user is logged in.

Adapters Plugin (com.iwave.ext.adapters_2.3.1)

The com.iwave.ext.adapters plugin needs to be installed in both Studio and the container. This is installed like any other Ionix IT Orchestrator plugin. A new version of this plugin will be required for a new release of the adapters as it contains the API for a specific adapters version.

To install this plugin:1. Extract the com.iwave.ext.adapters_2.3.1.zip to the base studio

directory. This will install the plugin into the plugins directory of studio. If a previous version of the plugin exists, remove it by removing the plugins\com.iwave.ext.adapters* from the studio installation.

2. A sample container startup script called adapters-container.bat is provided with the examples project. After extracting the examples project, you can find this file in the resources directory. The following jar files from the plugin need to be on the classpath for the container. The adapters-container.bat script takes care of this for you. — plugins\com.iwave.ext.adapters_2.3.1\adapters.jar

— plugins\com.iwave.ext.adapters_2.3.1\lib\api-2.3.jar

— plugins\com.iwave.ext.adapters_2.3.1\lib\ejb3-persistence-1.0.2.GA.jar

adapters-container.bat:

set ORCH_HOME=c:\iWaveSoftware\orchestrator-studio\plugins\com.enigmatec.ems.platform_4.0.0

set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\adapters.jar;%CONTAINER_CLASSPATH%

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set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\lib\api-2.3.jar;%CONTAINER_CLASSPATH%

set CONTAINER_CLASSPATH=%ORCH_HOME%\..\com.iwave.ext.adapters_2.3.1\lib\ejb3-persistence-1.0.2.GA.jar;%CONTAINER_CLASSPATH%

%ORCH_HOME%\bin\container -r c:\iWaveSoftware\orchestrator-repository-adapters

Adapters Push Configuration

The com.iwave.ext.adapters.examples project contains samples of implementing a push handler. The sample sets up two push clients that can be accessed via the URLs https://localhost:8444/TransactionDispatcher/ClientA and https://localhost:8444/TransactionDispatcher/ClientB. These need to be specified in the adapters configuration.• Adapters - To enable the push mechanism on the adapters, the

acquisition-push-spring.xml file needs to be placed in the conf directory of the adapters. This should contain the content below. Note that multiple QueueProcessors can be included to perform pushes from multiple different objectType/serviceIds.

acquisition-push-spring.xml

<beans xmlns="http://www.springframework.org/schema/beans"xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"xsi:schemaLocation="http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd"><bean>

<property name="threads" value="3"/><property name="objectType" value="*"/><property name="serviceId" value="*"/><property name="pusher"><bean>

<property name="url" value="https://prime:8444/AdaptersDispatcher/ClientA"/>

<property name="username" value="admin"/><property name="password" value="admin"/></bean>

</property> </bean>

</beans>



Using the Plugin

This section describes how to use the adapters plugin.

Acquisition

The adapters plugin provides a special ME type to handle TransactionRecords pushed from the adapters. A service can be created to implement this ME type by creating a new Service and adding the super type TransactionProcessor.

Figure 9-1 Creating a New Service

The TransactionProcessor type requires an effector to be implemented named processTransaction. This effector provides a TransactionRecord as a parameter that has to be processed by the workflow. When the workflow successfully completes, the record will be marked as complete in the adapters.

The effector has two return fields:• transactionResponse - This field indicates if the processing of the record was

successful or not. There are three possible values for this return:

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— com.iwave.ext.adapters.acquisition.TransactionResponse.OK - Indicates that the processing was successful. This responds to the adapters with a success code and the transaction will be completed (unless it was manually changed through the workflow.

— com.iwave.ext.adapters.acquisition.TransactionResponse.ERROR_RETRY - Indicates that there was an error processing the record. The adapters will retry this again after the usual interval. This is the default handling for errors.

— com.iwave.ext.adapters.acquisition.TransactionResponse.ERROR_NO_RETRY - Indicates that there was an error processing the record that will always fail and it should not be retried again.

• errorMessage - If an error occurred, this contains the text that is passed to the Adapters. This is useful for logging the error back into the adapters logs and to Monitoring Server.

Operations

The adapters plugin provides Services for each of the common services available in the adapters API. Theses services are available from the palette under the com.iwave.ext.adapters heading. They can be dropped onto any workflow.

Figure 9-2 Workflow



Configuration of the adapter services is done from the service organization. You need to specify the following configuration parameters to connect to the adapters web services. • wsdl - URL to the WSDL for the web service. This may be a URL to a resource or

the local file system and does not necessarily need to be the remote endpoint.• endpointUrl - The URL to the endpoint to use for the web service. If this is null

then the endpoint URL contained in the WSDL file is used. • username - The HTTP Basic Authentication username to use for

authentication to the adapters. • password - The HTTP Basic Authentication password to use for authentication

to the adapters.Figure 9-3 Client Service Organization

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ADAPTER API

Adapter API 9

The Adapter API is a subset of the Adapter Framework that contains the common object model and services that are used for all of the ITIL adapters. All Adapter services are exposed as Web Services. This API provides a mechanism for integrating Java-based tools with the adapters. The functionality of this API is exactly the same as what can be used from the Web Services.

Note: This API cannot be used if you need to integrate a non Java-basedsystem with the adapters.

The Adapter API uses JAX-WS to connect to the API using the standard Web Services.

Software Requirements

When using this ITIL Adapter API with Ionix IT Orchestrator, the following software is required:• Java version 6 • Adapters version 2.3 (or later)

API Distribution

The API distribution zip file (i.e., api-2.4.zip) contains the following files and directories:• javadocs - JavaDoc documentation for the API. This should be used as a full

reference for the API operations. • lib/api-2.3.jar - This is the main API archive. • lib/ejb3-persistence-1.0.2.GA.jar - The API depends on the JPA

('javax.persistence') APIs. This is part of JEE but is provided as a standalone jar file.

• lib/log4j-1.2.14.jar - The API does limited logging in certain situations. The log4j logger jar file is required for this.

Package Descriptions

The following are the descriptions of the packages included in the API:• com.iwave.acquisition - Object model and services for the adapter

acquisition services. • com.iwave.adapters - Adapters Client API entry point. • com.iwave.batch - Object model and services for the adapter batch services.


ADAPTER API

• com.iwave.ims - Object model and services for the Monitoring Server services.

• com.iwave.itom - The IT Object Model and supporting helper classes. • com.iwave.operations - The Adapters operational services (IT endpoint

operations). • com.iwave.util - Various internal utilities required by the API.

Key Classes

This following are the descriptions of the key classes in the API. For complete information on the API and methods available, consult the Javadocs.• com.iwave.adapters.AdapterClient - This is a utility class for getting client

proxies to the acquisition, Monitoring Server, batch and operation services. • com.iwave.itom.support.XmlSerialization - This is a utility for serializing

and deserializing adapter object models to/from XML. • com.iwave.itom.extended.ExtendedFieldFactory - This is a utility class for

creating extended fields from k-v Map constructs or getting Maps from extended fields. This is the easiest way of working with extended fields from Java.

Service Classes

The following are the Service Classes included in the API:• Acquisition Services:

— IAcquisitionService - Acquisition Services for interacting with the adapters queue.

— IAcquisitionManagementService - Management information about the adapter queue.

• Batch Services:— IBatchService - Batch services.

• iWave Monitoring Server Services:— IIWaveEventService - Monitoring Server Service for publishing events.

• IT Operational Services:— IITObjectService - ITObject Operations service. — IITObjectAttachmentService - ITObject Operations service. This also

supports attachments and must be used for operations for adapters that support attachments.

— IIncidentService - Incident Operations service. — IIncidentAttachmentService - Incident Operations service. This also


— IChangeService - Change Operations service.

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ADAPTER API

— IChangeAttachmentService - Change Operations service. This also supports attachments and must be used for operations for adapters that support attachments.

— IProblemService - Problem Operations service. — IProblemAttachmentService - Problem Operations service. This also


— IConfigurationService - Configuration Item Operations service.— IDeviceService - Device Operations service. — IDomainDeviceService - Device Operations service that accepts the

domain/network as an extra parameter to each call. This is required for adapters such as ITOI that has this capability.

— IEventService - Event Operations service. — IEventServiceDestination - Event Operations Service that requires the

destination/domain to be specified on each call. This is required for adapters such as SCOM that has this capability.

SSL Certificates

If the Adapter service is using a self signed certificate, JAX-WS may fail to establish an SSL connection. There are two options for dealing with this potential failure:• Install the SSL Certificate from the adapters into the trust keystore for the Java

application using the API. • Disable trust verification for SSL. This can be dangerous on the public internet

allowing for man-in-the-middle attacks but is generally not a problem where customers have a secure pipe to begin with. This is almost always the case for our customers. The 'com.iwave.ext.adapters.examples' orchestrator project contains an example of installing a trust-all security manager.


ADAPTER API

Java Code Examples

This section includes Java code examples of the Acquisition Services and Incident Services. For complete examples on how to use this API from Ionix IT Orchestrator, see the 'com.iwave.ext.adapters.examples' orchestrator project that is available with the API.

Figure 9-4 Acquisition Example

// Example using the acquisition services IAcquisitionService acquisition = AdapterClient.get(IAcquisitionService.class, "https://hostname:9443/services/AcquisitionService?wsdl", "iwave", "password"); // Example creating a service with no authentication: //IAcquisitionService acquisition = AdapterClient.newClient(IAcquisitionService.class,

// "https://hostname:9443/services/AcquisitionService?wsdl"); // Example creating a service with an alternate endpoint URL: //IAcquisitionService acquisition = AdapterClient.newClient(IAcquisitionService.class,

// "https://hostname:9443/services/AcquisitionService?wsdl", // "https://alternatehost:9443/services/AcquisitionService", // "iwave", "password"); // Calling count System.out.println("Adapter queue count: " + acquisition.count());

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ADAPTER API

Figure 9-5 Incident Operations Example

// Example using the incident service. After this service is created, // this proxy should be cached. Creating this every time is expensive. IIncidentAttachmentService inc = AdapterClient.get(IIncidentAttachmentService.class, "https://hostname:9443/services/ionix-sm/IncidentService?wsdl", "iwave", "password"); // Retrieving an incident Incident incident = inc.get("2"); System.out.println("Incident Found: " + incident.getIdentifier()); System.out.println(" Desc: " + incident.getDescription()); // Print the entire incident content as XML System.out.println(incident); // Example accessing extended fields. // This can be used to access a single field but it is not efficient System.out.println("Field 'MODE': " + incident.getExtendedField("MODE", StringField.class).getValue()); // This should be used for easiest access to bulk fields. // This creates a map for accessing fields by key/value pairs Map<String,Object> fields = ExtendedFieldFactory.fieldsToMap(incident.getExtendedFields()); System.out.println("Field 'MODE': " + fields.get("MODE"));

// Updating an Incident Incident updateIncident = new Incident(); // ID is required for updates updateIncident.setIdentifier("2"); updateIncident.setDescription("Updated the description"); // Creating extended fields on update (Single mode)

//updateIncident.addExtendedField("MODE", "REVIEW"); // Creating many extended fields. (This will probably change to Map<String,Object>) Map<Object,Object> updateFields = new HashMap<Object,Object>(); updateFields.put("MODE", "REVIEW"); updateIncident.addExtendedFields(updateFields); // or

//updateIncident.setExtendedFields(ExtendedFieldFactory.newExtendedFields(updateFields)); // Perform the update System.out.println(updateIncident);

System.out.println(inc.update(updateIncident));


ADAPTER API

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10Chapter
Managing the Adapter 10
In order to manage the EMC Adapters, the Java Console application may be installed on your workstation. The Java Console graphical user interface is a management tool that complies to the Java Management Extensions (JMX) specification. Java Console uses the Java Virtual Machine (Java VM) to provide information about the performance and resource consumption of the Adapters installed in your network.

This application allows you to perform the following functions:• list the names of the Adapters that are licensed and loaded• provide the status of the endpoint applications• restart all Adapters• provide a status of items in the Acquisition Queue

Note: For information on monitoring Events that are generated on the EMCAdapter and Ionix IT Orchestrator, refer to the “EMC Monitoring ServerInstallation and Configuration Guide”.


PREREQUISITES

Figure 10-1 Jconsole – List Adapters

Prerequisites 10

In order to use the Java console to manage the Adapter services, the following tasks must be completed:• The Adapter software must be installed on your computer.• The following Java Development Kit (JDK) package must be installed on your

computer:Java JDK1.6.0

Connecting to the Adapter Java Process 10

There are two ways you can connect to the Adapter Java process: • Connect to the local JMX instance. By default, JMX is not available for remote

connection. Java allows you to connect to a Java process running as the same user using the jconsole.

• JMX can be enabled in the process itself for remote access. Remote access can make use of SSL and authentication. setEnv – Enable JMX monitoring in

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STARTING THE JAVA CONSOLE

setEnv20 identifies the Java properties that can be set to enable JMX without any security or authentication. These properties are included in the setEnv.bat/.sh file, which is located in the install_root\adapters-2.4\bin directory. The JMX monitoring properties are disabled by default. To enable JMX monitoring, delete the rem comment from the setEnv file. PORT can be replaced with any port name that is desired. — -Dcom.sun.management.jmxremote.port=PORT

-Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false

Figure 10-2 setEnv – Enable JMX monitoring in setEnv

Starting the Java Console 10

The Java Console is started by the jconsole executable. This executable can be found in the JDK_HOME/bin directory, where JDK_HOME is the directory in which the JDK software is installed. If this directory is in your system path, you can start the Java Console by typing jconsole in a command (shell) prompt. Otherwise, you have to type the full path to the executable file.

Management Beans 10

The following Adapter management beans can be used through JMX to manage the Adapter:• com.iwave:name=Adapters • com.iwave:name=AcquisitionQueue • com.iwave:name=FrameworkAdmin

com.iwave:name=Adapters

The Adapters Management bean allows the user to see which Adapters are loaded and the status of the endpoint applications.

Methods

The following Methods are supported for the Adapter Management bean:• listAdapterNames() - Gives a list of the names of the adapters that are

licensed and loaded.


MANAGEMENT BEANS

• getEndpointStatus(endpointName) - Gives the status of an adapter. The supplied parameter endpointName should be one of the values returned from listAdapterNames(). Possible values for endpoint status are: — Unknown - Indicates that this adapter does not support the status

check. Currently the only adapters that support this operation are BMC Remedy and CA-USD.

— Available - Indicates that the endpoint application is running and responds to a simple command.

• NotAvailable - Indicates that the endpoint application cannot be reached or fails to respond to a simple command.

com.iwave:name=AcquisitionQueue

The Acquisition Management bean allows the user to see the status of the Acquisition Queue without directly querying the database.

Methods

The following Methods are supported for the Acquisition Queue bean:• countErrors(serviceId, objectType) - Gives a count of the items

on the queue in the Error state. This is the same as the acquisition service countErrors() method.

• countPoll(serviceId, objectType) - Gives a count of the items on the queue in the Poll state. This is the same as the acquisition service count() method.

• countBlocked(serviceId, objectType) - Gives a count of the items on the queue in the Blocked state.

• countTotal(serviceId, objectType) - Gives a count of all of the items on the queue regardless of state.

• queueWaitingTime() - Gets the queue waiting time for the top item on the persistence queue. The date of the first transaction is returned. This can give an idea of when the last transaction was processed and if the queue processor is stalled.

Each of the count methods take parameters of the serviceId and objectType. These must be valid serviceId and objectType or part of a word. % is a valid wildcard. If no objectType and serviceId are specified, the default will be to query all.

Note: The Acquisition Management Service is also exposed as a web service.The following is the WSDL for the Acquisition Management Service:

https://localhost:9443/services/AcquisitionManagementService?wsdl

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MANAGEMENT BEANS

com.iwave:name=FrameworkAdmin

The Framework Administration bean allows administration tasks to be performed on the Adapters.

Methods

The following Methods are supported for the Adapter Management bean:• restart(password) - Restarts the adapters. All services are shutdown,

configuration files reloaded and the services restarted. A parameter of the admin password is required.

• framework.admin.password - This is the new setting in framework.properties that contains the admin password hash. The default value for this password is adminpw. If the JMX service will be enabled, this password should be changed from the default.


MANAGEMENT BEANS

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11Chapter
Maintenance and Troubleshooting 11
This chapter covers the following topics pertaining to the maintenance and troubleshooting of the EMC Adapter software.• Logging• Error Types and Meanings• Re-Installing or Uninstalling the Windows Service• Starting and Stopping the Adapter• Uninstalling the Adapter Software - Windows

Logging 11

Logging is provided for both the Adapter Framework and the URL Agent. Before logs can be generated, logging must be turned on and the amount of details specified.

Log Location

Based on the operating system, the EMC Adapter stores logs in following directories:• For Windows: C:\install_root\adapters\log

• For UNIX: /opt/install_root/adapters/log

Turning on Adapter Logging (Windows)

To turn on Adapter Windows logging, you must edit the log4j.properties file.1. From Windows Explorer, navigate to the conf directory:

C:\install_root\Adapters\conf2. Right-click log4j.properties file and click Open on the pop-up menu. If

this is the first time you have opened the properties file, Windows displays the following dialog:


LOGGING

Figure 11-1 Windows Unknown File Type

3. Click Select the program from a list option and click OK.4. From the Open With List, select Notepad. Select Always use the selected

program to open this kind of file and click OK to open Notepad.5. In the log4jproperties file, find the Production Environment

Configuration section and the line: log4j.rootLogger=INFO,File,ErrorAppender

6. Replace the word INFO with DEBUG.7. Find the line: log4j.logger.com.iwave=INFO8. Replace the word INFO with DEBUG. The log4j.properties file should look

like the file identified in Figure 11-2.9. From the menu, select File > Save to save the changes.10. From the menu, select File > Exit to close the file.

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LOGGING

Figure 11-2 log4j.properties File


ERROR TYPES AND MEANINGS

URL Agent Logging

When specifying logging configurations for the URL Agent, use the -v parameter with the agent.py command. This parameter specifies how much detail will be included in the log. When operating in a normal production environment, the log level will normally be set low to save processor time and disk space. • If the log level is too low, it may not provide enough information. • If an issue is suspected with URL Agent connection to the notification service,

increase the log level.

Error Types and Meanings 11

The URL Agent and EMC Adapter generate their own errors. Several types of errors can occur when several complex software applications interact. This complexity is expanded when considering that the applications may be communicating over vast distances (via the Internet) and that they are typically asynchronous.

The following types of errors that may occur when using the EMC Adapter:• Recoverable• Permanent• Global Errors

Recoverable Errors

Recoverable errors go away in time without involving any particular change to the EMC configuration or the endpoint application. For instance, if the EMC URL Agent attempts to send an event notification to the EMC Adapter and the connection is down, the Agent continues sending the notification until the connection is restored. In this case, there is an error message in the log, but no action needs to be performed to return the Adapter to service. The Adapter is returned to service automatically.

Permanent Errors

Permanent errors cannot be recovered automatically and require some form or corrective interaction. For example, if the EMC user for the endpoint application does not have a high enough privilege to open a new incident, the attempt fails. No matter how many times the EMC user attempts to open a new Incident, the action continues to fail until the user account is modified to allow the action.

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ERROR TYPES AND MEANINGS

Global Errors

An error can thrown from either the Adapter, Ionix IT Orchestrator or Integration workflow. Some of these errors are results of errant configurations such as an incorrect workflow assumption, incorrect URL, or a bad SSL configuration. Other errors could result from an error in the software itself.

Adapter Errors

The table below indicates errors that can occur in the EMC Adapter. These errors can be generated by either the Acquisition or Operations Services.

URL Agent/Notification Service Errors

The table below indicates errors that can appear in the URL Agent logs.

Table 11-1 Adapter errors

Error Cause

AcquisitionException A problem occurred while trying to retrieve a transaction from the adapter.

ObjectNotFoundException Occurs when the object requested on a get, update, or remove operation is not found

UnsupportedOperationException The method used on the adapter is not supported by the adapter.

OperationsException Typically a recoverable error such as connectivity issues

NonRecoverableOperationsException

Permanent error condition.

Table 11-2 URL Agent / Notification Service Errors

Error Cause

HTTP-503: Service Unavailable Most likely either the Form name or Incident ID are invalid on the command line call to the URL Agent.

HTTP-50x: Internal Server Error An unexpected error occurred. Consult the log files.

HTTP-404: Not found An incorrect URL was entered or the host name is incorrect.


https://integratorng-trac.cvsdude.com/integratorng/wiki/AcquisitionException

RE-INSTALLING OR UNINSTALLING THE WINDOWS SERVICE

ReInstalling or Uninstalling the Windows Service 11

If the Windows Service needs to be re-installed or un-installed, complete the following steps:

Reinstalling the Windows Service

To re-install the Windows Service:

1. Access the bin directory:install_root/adapters-2.4/bin

2. Run the installation script.service.bat install

Uninstalling the Windows Service

To uninstall the Windows Service:

1. Access the bin directory:install_root/adapters-2.4/bin

2. Run the un-install script.service.bat uninstall

Starting and Stopping the Adapter 11

If the Windows Service has been uninstalled and the Adapter needs to be started, the startAdapters.bat file is included in the following directory:

install_root/adapters-2.4/bin/startAdapters.bat

This command starts the Adapter framework with a command window. To stop the Adapter framework, close the command window.

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UNINSTALLING THE ADAPTER SOFTWARE - WINDOWS

Uninstalling the Adapter Software Windows 11

To uninstall the EMC Adapter software, complete the following tasks:1. From the Start menu, select the Uninstall Adapters option.2. The Uninstall EMC Adapters Introduction screen displays. From this screen,

click Uninstall.Figure 11-3 Uninstall Introduction



3. The Uninstaller begins to remove features associated with the installed Adapter. It then uninstalls the EMC Adapter files, shortcut, LaunchAnywhere features, folders, and registry.

Figure 11-4 Uninstall In Progress

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4. The Uninstallation Complete screen displays. The files that were not installed may be displayed on the screen. These files must be removed manually. Click Done.

Figure 11-5 Uninstallation complete



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12Chapter
IT Object Model (ITOM) 1
This chapter identifies the Event and Device mappings for the EMC Ionix ITOI Adapter.

Event Mappings 1

Ionix alert relationship attributes are mapped to and from a specific EMC data model extended complex field named "Relationships". It may contain extended string field(s) and/or extended complex field(s) that contain extended string field(s).

For removing some relationships from an Ionix alert, another extended complex field named "RemoveRelationships" is used for the update event parameter. To remove relationships, the exact relationship attribute name and the value(s) have to be provided. A relationship can be added or removed without affecting other relationships the relationship attribute may have. Removing relationships is always performed first before adding the relationships in the "Relationships" element, no matter where the element is added.

The numeric names are not significant for the operations.


EVENT MAPPINGS

Figure 12-1 RemoveRelationships

The adapter may acquire events from SAM with status field value OPEN, ACKNOWLEDGED, or CLOSED.• CLOSED indicates the event Active attribute value is false.• ACKNOWLEDGED means the event has Achnowledged attribute set to true.• OPEN covers all the other cases. This status value is provided just for

convenience. User should refer to other attributes, such as Active, EventState, to determine more accurate or detailed status information.

During Event Acquisition and get operation, the Event impacted devices are retrieved and added to an event extended field named "Impacts" (see Figure 12-2). This field is not mapped for any other operations.

Figure 12-2 Event Impacted Devices

<extended-fields><complex-field name="RemoveRelationships">

<complex-field name="CausedBy"><string-field name="0">ICS_Notification::NOTIFICATION-TestEvent-1</string-field></complex-field></complex-field><complex-field name="Relationships">

<string-field name="OccurredOn">Host::ORCHESTRATOR</string-field><complex-field name="CausedBy"><string-field name="0">ICS_Notification::NOTIFICATION-TestEvent-2</

string-field></complex-field>

<complex-field name="NotifiedBy"><string-field name="0">InChargeDomain::InChargeDomain_INCHARGE-

AM-PM</string-field><string-field name="1">InChargeDomain::InChargeDomain_INCHARGE-

SA</string-field></complex-field>

</complex-field></extended-fields>

<complex-field name="Impacts"><string-field name="0">

<_value>DeviceIdentifier1</_value></string-field><string-field name="1">

< _value>DeviceIdentifier2</_value></string-field>

</complex-field>

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EVENT MAPPINGS

143

bel) Type Notes

lass:" +

e

n

Mapped in SAM to EMC direction with notification type and event Acknowledged value.

eCo

dAt

EMC IONIX IT ORCHESTRATOR ADAPTER IONIX ITOI INSTALLATION AND CONFIGURATION GUIDE

ITOM Event Mapping

Table 12-1 ITOM Event Mapping for EMC Ionix ITOI

Name Description Type Name (La

Base.Identifier The unique identifier for an Event xs:string CreationCName + ":Name

Base.Summary Summary of the Event xs:string EventNam

Base.Description Detailed description of the Event xs:string Descriptio

Type Event type xs:string EventType

Status The status of the event xs:string Noti type +ack state

Severity The severity of the event Severity

Impact The impact that this event has on the system xs:string Impact

Urgency The urgency of the event xs:string

Priority The priority of the event xs:string

RepeatCount A count of the number of duplicate events xs:integer Occurrencunt

LastRepeatDate Date of the last duplicated event xs:datetime LastNotifie

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EVENT MAPPINGS

dAt

ged

bel) Type Notes

144

Owner Owner that is responsible for resolving this event xs:string Owner

CreateDate Date that this event was created xs:datetime FirstNotifie

ResolvedDate Date that this event was resolved xs:datetime

ResolvedBy User that resolved the event xs:string

LastModifiedBy User that made the last modification xs:string

LastModified Date of the last modification to this event xs:datetime LastChanAt

StatusLastModified Date that the status of this event was last modified

xs:datetime

LastModifiedByNonConnector

Date that this event was last modified by a non-connector

xs:datetime

MaintenanceModeLastModified

Date of the last modification to this event while in maintenance mode

xs:datetime

MonitorEvent Flag to indicate whether this is an event generated by a monitor

xs:boolean

ExternalEventIdentifier The unique identifier for this event in the external system

xs:string

ExternalIncidentIdentifier

The unique identifier for an incident associated with this event

xs:string

Escalation Indicates information about the escalation of this event



—sheet 2 of 7—

EVENT MAPPINGS

145

e

layN

bel) Type Notes


Escalation.Escalated Unique identifier of the group associated with this event

xs:boolean

Escalation.Server Server that escalated this event xs:string

Escalation.EscalatedBy User who escalated this event xs:string

Group Group that encompasses the components associated with this event

Group.Identifier Unique identifier of the group associated with this event

xs:string

Group.Name Name of the group associated with this event xs:string

Group.Version Version number of the group associated with this event

xs:string

Class Class of object targeted by this event

Class.Identifier Unique identifier of the class xs:string

Class.Name Formal name of the class xs:string ClassNam

Class.DisplayName Console display name of the class xs:string ClassDispame

Class.Description Description of the class xs:string

Class.Container.Identifier

Unique identifier of the container where the class is defined

xs:string

Class.Container.Name Formal name of the container where the class is defined

xs:string



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EVENT MAPPINGS

ispl

ame

bel) Type Notes

146

Class.Container.DisplayName

Console display name of the container where the class is defined

xs:string

Class.Container.Description

Description of the container where the class is defined

xs:string

Object Object targeted by this event

Object.Identifier Unique identifier of the target object xs:string

Object.ComputerName Name of the computer where this object is located

xs:string

Object.DisplayName Display name of the target object xs:string InstanceDayName

Object.Name Formal name of the target object xs:string InstanceN

Object.State State of the target object xs:string

Object.InMaintenanceMode

Flag that indicates whether the object is in maintenance mode

xs:boolean

Metric Metric that was violated to trigger the event

Metric.Category Name of the metric category that was violated xs:string

Metric.Subcategory Name of the metric subcategory that was violated

xs:string

Metric.KeyValues Array of key values associated with the metric xs:string

Source Notification source that generated the event



—sheet 4 of 7—

EVENT MAPPINGS

147

mai

bel) Type Notes


Source.Identifier Unique identifier of the source that generated this event

xs:string

Source.Type Type of source that generated this event xs:string

Source.DisplayName Console display name of the source that generated this event

xs:string

Source.Name Formal name of the source that generated this event

xs:string SourceDonName

Source.Description Description of the source that generated this event

xs:string

Source.Domain Domain of the computer that generated this event

xs:string

Source.ComputerName Fully qualified name of the computer that originated this event

xs:string

Source.Container.Identifier

Unique identifier of the container that defines the source that originated this event

xs:string

Source.Container.DisplayName

Console display name of the container that defines the source that generated this event

xs:string

Source.Container.Name Formal name of the container that defines the source that generated this event

xs:string

Source.Container.Description

Description of the container that defines the source that generated this event

xs:string

Knowledge Knowledge entry associated with this event



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EVENT MAPPINGS

Nu

Typ

bel) Type Notes

148

Knowledge.Type Type of knowledge entry xs:string

Knowledge.Summary Brief description of the knowledge entry xs:string

Knowledge.Description Description of the knowledge entry xs:string

Knowledge.DisplayName

Console display name of the knowledge entry xs:string

Knowledge.Name Formal name of the knowledge entry xs:string

Knowledge.Content Knowledge entry information in a common format. Format to be used is TBD

xs:string

Knowledge.Identifier Unique identifier of the knowledge entry xs:string

Knowledge.LanguageCode

Language used in the knowledge information xs:string

Knowledge.LastModified Date the knowledge entry was last updated xs:datetime

Knowledge.Status Status of the knowledge entry xs:string

Knowledge.dateCreated Date the knowledge entry was created xs:datetime

Log Logging Activity

Log.Identifier Log unique identifier for each instance xs:string AuditTrail.mber

Log.Type Type of Log activity xs:string AuditTrail.e



—sheet 6 of 7—

EVENT MAPPINGS

149

Des

Use

Tim

bel) Type Notes


Log.Summary Log Summary xs:string AuditTrail.cription

Log.Source Log Source xs:string

Log.Description Log Description xs:string

Log.Submitter User who submtted the log entry xs:string AuditTrail.rid

Log.SubmitDate The date and time the log entry was submitted xs:datetime AuditTrail.e



—sheet 7 of 7—

DEVICE MAPPINGS

Device Mappings 12

The device relationships are mappped with EMC Device data model "relationships" field. The following Ionix device Class-A::Instance-A with relationships is mapped to an EMC Device object identified in Figure 12-3.

MemberOf : Class-B::Instance-BNotifications : Class-C::Instance-C1, Class-C::Instance-C2

The adapter may acquire devices from SAM with status field value CREATE, DELETED, UPDATE, or RELATION_UPDATE. This status reflects the type of the transaction, but does not necessarily reflect the status of the device itself. To check more details on the device status, refer to other extended fields.

Figure 12-3 EMC Device Object

<identifier>Class-A::Instance-A</identifier>... ...<relationships><relationship>

<identifier>MemberOf</identifier><targets>

<target><identifier>Class-B::Instance-B</identifier>

</target></targets>

</relationship><relationship>

<identifier>Notifications</identifier><targets>

<target><identifier>Class-C::Instance-C1</identifier>

</target><target>

<identifier>Class-C::Instance-C2</identifier></target>

</targets></relationship>

</relationships>

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151

bel) Type Notes

Normally it's ClassName::Name

me

lass Used for create only

n.Ty

n


ITOM Device Mapping

Table 12-2 ITOM Device Mapping for EMC Ionix ITOI


Identifier Identifier of this configuration item in the application. This may be a complex key if the class is required to look up the CI

xs:string

Summary Short description of the object xs:string DisplayNa

Name Name of this item xs:string Name

ClassName Name of the class this CI belongs to xs:string CreationCName

ClassNamespace Namespace of the classname (optional) xs:string

DatasetId Dataset Identifier xs:string

Status Status xs:string Notificatiope

CreateDate Date the CI was reported or created xs:datetime

LastModified Date the CI was updated xs:datetime

LastModifiedBy The person who last updated the CI xs:string

Submitter The person to created the CI xs:string

Description Description xs:string Descriptio

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152

SerialNumber Serial Number of the CI xs:string

Category Category of the item xs:string

Type Type of the item xs:string

Item The item type xs:string

Model Model of this item xs:string

Manufacturer Manufacturer of this item xs:string

Version Version of this item xs:string

Assignee User who this item is assigned to xs:string

HostName The hostname of this CI if applicable xs:string

networkName Name of the network (Often the logical name in the endpoint)

managementIP Management IP Address

fqdn Fully Qualified Domain Name

osDescription Description of the Device OS

osVersion Version of the Device OS



—sheet 2 of 8—

DEVICE MAPPINGS

153

mun IP domain property


bel) Type Notes


snmpCredentials SNMP Credentials Sub-Object SnmpCredentials(1)

.name Name of the Credential object ReadComity

.communityRO SNMP Read-Only Password ReadComity

.communityRW SNMP Read-Write Password

.snmpVersion SNMP Version

.snmpPort SNMP Port

interfaces List of network interfaces DeviceInterface(0..n)

.primaryIP Primary IP Address of this interface

.subnetMask Subnet of the the primary IP address

.name Logical name of this interface

compliance Compliance Information of this CI (Optional) Compliance (1)

Status Status of the compliance of this device xs:string

PolicyIdentifier Identifier of the policy that is in compliance or not xs:string



—sheet 3 of 8—

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DEVICE MAPPINGS

Normally it's ClassName::Name

bel) Type Notes

154

PolicyName Name of the policy that is in compliance or not xs:string

relationships Related Configuration Items CIRelationship (0..n)

Identifier Identifier of the relationship (optional) xs:string

Name Name of the relationship xs:string

ClassName Class name of this relationship (or type) xs:string

ClassNamespace Optional namespace for this relationship xs:string

SourceRole Parent's role in the relationship (ie. Source) xs:string

relationship.targets Configuration Items associated with this relationship

ObjectReference (0..n)

target.Identifier CI Identifier xs:string

target.Name CI Name xs:string

target.Type CI Type xs:string

target.role Role of the target relationship

Identifier Identifier of this configuration item in the application. This may be a complex key if the class is required to look up the CI

xs:string



—sheet 4 of 8—

DEVICE MAPPINGS

155

me

lass Used for create only

n.Ty

n

bel) Type Notes


Summary Short description of the object xs:string DisplayNa

Name Name of this item xs:string Name

ClassName Name of the class this CI belongs to xs:string CreationCName

ClassNamespace Namespace of the classname (optional) xs:string

DatasetId Dataset Identifier xs:string

Status Status xs:string Notificatiope

CreateDate Date the CI was reported or created xs:datetime

LastModified Date the CI was updated xs:datetime

LastModifiedBy The person who last updated the CI xs:string

Submitter The person to created the CI xs:string

Description Description xs:string Descriptio

SerialNumber Serial Number of the CI xs:string

Category Category of the item xs:string

Type Type of the item xs:string



—sheet 5 of 8—

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DEVICE MAPPINGS


bel) Type Notes

156

Item The item type xs:string

Model Model of this item xs:string

Manufacturer Manufacturer of this item xs:string

Version Version of this item xs:string

Assignee User who this item is assigned to xs:string

HostName The hostname of this CI if applicable xs:string

networkName Name of the network (Often the logical name in the endpoint)

managementIP Management IP Address

fqdn Fully Qualified Domain Name

osDescription Description of the Device OS

osVersion Version of the Device OS

snmpCredentials SNMP Credentials Sub-Object SnmpCredentials(1)

.name Name of the Credential object ReadComity



—sheet 6 of 8—

DEVICE MAPPINGS

157


bel) Type Notes


.communityRO SNMP Read-Only Password ReadComity

.communityRW SNMP Read-Write Password

.snmpVersion SNMP Version

.snmpPort SNMP Port

interfaces List of network interfaces DeviceInterface(0..n)

.primaryIP Primary IP Address of this interface

.subnetMask Subnet of the the primary IP address

.name Logical name of this interface

compliance Compliance Information of this CI (Optional) Compliance (1)

Status Status of the compliance of this device xs:string

PolicyIdentifier Identifier of the policy that is in compliance or not xs:string

PolicyName Name of the policy that is in compliance or not xs:string

relationships Related Configuration Items CIRelationship (0..n)

Identifier Identifier of the relationship (optional) xs:string



—sheet 7 of 8—

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158

Name Name of the relationship xs:string

ClassName Class name of this relationship (or type) xs:string

ClassNamespace Optional namespace for this relationship xs:string

SourceRole Parent's role in the relationship (ie. Source) xs:string

relationship.targets Configuration Items associated with this relationship

ObjectReference (0..n)

target.Identifier CI Identifier xs:string

target.Name CI Name xs:string

target.Type CI Type xs:string

target.role Role of the target relationship



—sheet 8 of 8—

Index 1

Aacquisition

monitoring 87WSDL URL location 31

acquisition service 21polling methods 31process flow 21scaling 95

adapterfailover infrastructure 96management 125

Adapter Framework 15running as a Windows service 79starting 136stopping 136

agentscaling 96

alertsautomated 87

Apache Derby 42

Bbase URLs 86blocking methods 32

Cclient acquisition service

running on another port 93

Ddatabase

monitoring 86databases

enabling support for another database 86external

user for multiple adapters 96supported 42

datasource properties 86discovery service 34domain credentials

adding more than five 109

Eerror messages

notification service 135types 134URL Agent 135

error typespermanent 134recoverable 134

errors 135Adapter 135

Fframework HTTP authentication 86framework properties 84

for the global framework 85

Gglobal framework properties 85

Hhigh availability 95

IInformation Technology Service Management 16install folder 63install set 49, 62installer

Linux 81starting 47Unix 81

ITIL services 16supported object types 17


ITSM 16applications 13

JJava console

starting 127Java Management Extensions 125Java to Adapter integration 97JMX 125

management beans 127

Llicense file 65

directory location 46installing 46

loglocation

for UNIX 131for Windows 131

log4j.properties file 131logging 131

turning onfor Windows 131

URL Agent daemon 102

Nnotification agent 20notification service 25

error messages 135

Ooperating systems

supported 41operations service 27

process flow 27scaling 95

Ppassword

iMS 68web service authentication 67

permanent errors 134persistence database 99

changing the port number 100connecting to 100removing transactions 99

polling methods 31properties editor 84

command 85starting 84

Pythonrequired for the URL Agent 101

Rrecoverable errors 134RESTful Client Acquisition 92

SSAM

device maintenance 110tool notification 111

security 66shortcut folder 64SOAP client acquisition service 93software

uninstallWindows 137

software installation 43for Windows 47manual 82

UNIX 82Windows 82

system configuration 41system requirements 41

Tterminal methods 32troubleshooting 131

error types and meanings 134

UURL

iMS 68URL Agent 101

command options 103daemon 102

logging 102shutting down 102starting 102

error messages 135logging 134running 103using 101

URL agentconfiguring SAM 111

usernameiMS 68

160 VERSION 2.4 REV A01 300-011-526

web service authentication 67

Wweb service authentication 67Windows service

exectuable location 79manager application 79manual install or uninstall 136re-installing 136running 79uninstalling 136


162 VERSION 2.4 REV A01 300-011-526

EMC Corporation

Corporate Headquarters, Hopkinton, MA 01748-9103U.S.A.

Tel.:1-508-435-1000

http://www.EMC.com

EMC Ionix IT Orchestrator AdapterIonix ITOIInstallation and Configuration Guide

Document number: 300-011-526Product release: 2.4Document version: A01Date: September 2010

Printed in the United States of America.Copyright © 2010, EMC Corporation All Rights Reserved

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