How to Guide for IBM Control Desk Bluemix Final · IBM Bluemix is a Pla]orm as a Service (PaaS)...
Transcript of How to Guide for IBM Control Desk Bluemix Final · IBM Bluemix is a Pla]orm as a Service (PaaS)...
HowtointegrateIBMControlDeskintoyourcloudservicemanagementtoolchainforincidentrecording,trending,andproblemreadiness
1. IntroducAon
1.1. IBM'sControlDeskFeatures
2. SoluAonoverview
2.1. ServiceManagementArchitectureOverview
2.2. Incidentmanagementarchitectureoverview
3. Usecasesandpersonas
4. HowtouseIBMControlDesk
4.1. Sitereliabilityengineerfeviewsweeklypastincidentsfortrends
4.1.1. OtherstepsoracAonsfromtheStartCenter
4.2. FirstresponderrespondstoanincidentcreatedthroughControlDesk
4.2.1. OthersteporacAonsafirstrespondercantake
5. Prerequisitesforsetup
6. ConfiguraAonofControlDesk
6.1. CreateanddefineStartCenters
6.1.1. StartCenters
6.1.2. CreaAngqueries
6.1.3. CreaAngKPIs
6.1. ClassificaAonstructure
6.2. EscalaAons
6.3. ConfiguringfieldsforintegraAontoSlack
6.4. sendamessagetoSlackwhenthestatusoftheAcketchangestoCLOSED
7. HowtosetuptheintegraAonofNOIwithIBMControlDesk
7.1. NetcoolOperaAonsInsighttoControlDeskIntegraAon
7.1.1. TSRMgatewayinstallaAon
7.1.2. BasicTSRMgatewayconfiguraAon:
7.1.3. IntegraAoncustomizaAons
8. Conclusion
9. GlossaryofControlDeskterms
1. INTRODUCTION IBMBluemixisaPla]ormasaService(PaaS)applicaAonthatletsyourapidlybuildanddeployanapplicaAon.ApplicaAonsmayruninnaAveBluemixorinahybridfashion.
Thepurposeofincidentrecordingandtrendingistoanalyzethenumber,frequency,andtypesofincidentsandtoimplementpreventaAvemeasurestoeliminateorreducethevolume,frequency,andseverityoftheoutagesorperformancedegradaAon.IdenAfyingthecausesofincidentsandse`ngupmeasurestostoptheminthefutureensuresfastandreliableservicesinBluemixorhybridarchitectures.
Inthisguide,weshowyouhowtosetupIBMControlDesktoconnectwithotherapplicaAonsinthemiddleofthecloudservicemanagementtoolchain.WealsodemonstratetheinteracAonofControlDeskwithothercomponentsofthetoolchain.
RefertoIBMControlDeskdocumentaAonintheIBMKnowledgeCenterforstepsonhowtoinstallIBMControlDesk.
1.1. IBM'SCONTROLDESKFEATURESIBMControlDesk’sunifiedITassetandcloudservicemanagementsocwareprovidesacommoncontrolcenterformanagingbusinessprocessesforbothdigitalandphysicalassets.Itenablescontrol,governance,andcomplianceforapplicaAons,endpoints,andassetstoprotectcriAcaldataandpreventoutages.
ControlDeskisITInfrastructureLibrary(ITIL)-compliant,accessiblethroughmobiledevices,andintegrateswithsocialmediaanddevelopmenttools.
IBMControlDeskenablesthebusinesstosupporttheusercommunityforthefulllifecycleofrequest,issue,andongoingmaintenanceandsupporttosystemsandinfrastructuretheusersneedtodotheirjobsandtodriverevenuefortheoverallbusiness.
ControlDeskprovidesthefollowingfuncAonality:Improvesopera=onalefficiencywithnearreal-AmeandhistoricalanalyAcs:
o PrioriAzesincidentresponsebasedonbusinessserviceimpact.
o SpeedsproblemresoluAonwithasearchablesoluAonsknowledgebaseandembeddedremotediagnosAcs.AgentscanremotelytakeoverworkstaAonsandchatwithusersforfasterrequestfulfillment.
o ProvidesAckettemplatesandpre-populatesworkorderfieldswithservicerequestinformaAonthroughintegraAonwithtelephonysocware.
o AutomaAcallyclassifiesAcketsbasedonkeywordsanddetailfields.
o Processesemailsintoinboundservicerequests.Servicerequestscanbecreated,viewedandapprovedusingmobiledevices.
Iden=fiesincidenttrendsandpaGernswithsearchanalyAcs:
o Useadvancedsearch,queries,andreporAngtoidenAfyrepeatincidentsandpafernstofocuscommunicaAonandinformaAontodevelopersandfirstresponders.
o Providevisibilitytofirstresponder,sitereliabilityengineers,andincidentmanagersaswellasdevelopers.
2. SOLUTIONOVERVIEW
2.1. SERVICEMANAGEMENTARCHITECTUREOVERVIEWCloud-basedapplicaAonsneedtobeavailablealltheAme.Toensureavailabilityandperformance,youneedproperprocessesincludingincidentandproblemmanagementtorespondtooutages.Aspartofthis,youneedtoproperlyrecordincidentsandproblemssoyoucanstudytrendsandrootcauseanalysistocorrectoreliminatetheissuethroughcommunicaAonandchangemanagementprocesses.
Figure1showsatypicalcloudservicemanagementarchitecture.Forfulldetails,visittheIBMCloudArchitectureCenter.
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Figure1–ServiceManagementArchitectureOverview
ThefollowingaretherunAmeflowdetailsoftheoverallServiceManagementArchitectureimage.1. Theclientorsupportsystemreportsanincidentandrequestachangeorseeksthestatusofan
applicaAon.TheservicemanagementusersinteractwithclientstogathermoreinformaAontodiagnoseincidents.
2. IncidentmanagementprocessesareopAmizedtorestoretheserviceasquicklyaspossible.ThisisdonethroughaFirstResponderteam,equippedwithautomaAonandwell-definedRunbooks.SophisAcatedmonitoringisperformedtodetectissuesearly,beforetheserviceisaffected.Forcomplexincidents,subjectmaferexpertscollaborateontheinvesAgaAonandresoluAon.Stakeholders(e.g.theapplicaAonowner)areconAnuouslyinformedaboutthestatusoftheincident.
3. Oncetheserviceisrestored,recordedAcketsandcollaboraAngdataenabletheProblemManagementteamsorindividualstoinvesAgatetherootcauseoftheproblem.Oncetheteamunderstandswhatwentwrong,theyusecountermeasurestopreventtheincidentfromhappeningagain.
4. Achangerequestiscreatedtoaddresstherootcauseoftheincident.ThechangecanbeagainsttheapplicaAon,theinfrastructure,orthesupporAngenvironment.ChangesareprioriAzedandapprovedandputtothebacklogtobeaddressedinanagilemanner.
5. TheoperaAonsteamhandlestheintegraAon,usage,anddeliveryofkeyservicestobusinessapplicaAonsandtheenterprisewhetheritisparAcipaAnginincidentmanagement,architecturalpaferns,deployment,orthelike.OperaAonsintegratewithordrivekeyprocessestoensuretheenterpriseachievesitskeyperformanceindicators(KPIs).
6. TheConfiguraAonManagementteamsandtoolssupporttheseprocesses(incident,problem,changemanagement)aswellasoperaAons.ConfiguraAonManagementmaintainsknowledgeaboutthecontribuAngcomponentsaswellastheirrelaAonships.
2.2. INCIDENTMANAGEMENTARCHITECTUREOVERVIEW
IncidentmanagementanditsoperaAonsarekeytocloudservicemanagement.IncidentmanagementisopAmizedtorestorethenormalserviceoperaAonsasquicklyaspossible,ensuringthebestpossiblelevelsofservicequalityandavailabilityaremaintained.Figure2showsanoverviewofanIncidentManagementarchitecture.
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Figure2-IncidentManagementarchitectureoverview
ThefollowinglistdescribestheflowoftheIncidentManagementArchitecture:
1. Theuserorrequestfulfillmentsystemreportsanincident.Stakeholders(forexample,theapplicaAonowners)areconAnuouslyinformedaboutthestatusoftheincident.
2. ThesophisAcatedmonitoringandloggingtools,includingIBMorthird-partytools,connectedtothemanagedsoluAonsdetecttheissuesearlyandsendalertstotheeventcorrelaAontoolandunifieddashboard.
3. TheeventcorrelaAontoolcorrelateseventsfrommulAplesourcesandidenAfiesandisolatestheproblembyalerAngthecollaboraAonandnoAficaAonsystems.Thefirstresponderteamexaminesthecorrelatedeventstonarrowdowntheissueinstantly.Forcomplexissues,theincidentownerandsubjectmaferexpertscollaborateontheinvesAgaAonandresoluAon.
4. ThenoAficaAonsystemcreatescollaboraAonchannelswithalertsthatarespecifictoanincident,givingincidentownersandsubjectmaferexpertsrecordswithintheincidentinvesAgaAonandmiAgaAon.
5. ThenoAficaAonsystemcreatesanincidentrecordwithspecificdetailstoallowthefirstresponderstoresolvetheissueindependentlyorincollaboraAonwithothersinachannel.
6. ThedashboardsarepreconfiguredtoprovideasingleviewofvarioussourcesofeventsfromtheeventcorrelaAonandmonitoringsystems,helpingthefirstrespondersandsubjectmaferexpertstoisolateandresolvetheissuesbyexecuAngRunbooks.
7. TheFirstResponderTeamusesautomaAonandwell-definedRunbookstoresolvetheissueinstantly.Theautomatedprocessesalsoupdatethestatusoftheeventsothatthedashboard,noAficaAon,andcollaboraAonchannelsaresynchronized.
8. Thesitereliabilityengineerusesasetofqueries,KPIs,andresultsetstoallowfortrendingandcommonaliAesofrecordstobefoundandrecordedfortrendingreviewandanalysis.
9. Oncetheincidentisclosed,asitereliabilityengineeropenstheproblemAcketisopenedbythesitereliabilityengineertodeterminetherootcauseoftheissue.IfaconfiguraAonchangeisneeded,theincidentowneropensaAcketintheConfiguraAonManagementsystem.
Figure3showsanarchitecturaldiagramforIBMControlDesk,includingitscomponentsandintegratedtoolsforincidentmanagementandtheirinteracAons.OneofthekeytakeawaysfromthediagramisthatthesoluAonsupportsastrongintegraAonmixtureofproductsandsoluAons,eachfeedingorbeingfedbythecentralIBMNetcoolOperaAonsInsight(NOI)soluAon.
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Figure3–SystemContextDiagramforIBMControlDesk
ThefollowingflowdescribesthesetupandoperaAonsofthissoluAoninanoverallcloudservicemanagementspace:
1. Aneventsystemreceivesanalert,determinestheseverityoftheissue,andcreatesanincidentinIBMControlDesk.AtthesameAmethattheincidentisbeingcreated,acollaboraAonchannelisbeingopened.Iftheseverityoftheincidentisaone(1)itwillbeadedicatedcollaboraAonchannel.Ifitisanythinglower,itwouldbesetinageneralchannel.
2. OncethecollaboraAonchannelisopen,theeventsystemwillupdatetheControlDeskincidentwiththedetailsofthechannel(URL).
3. ThenextstepintheflowisadecisionacAon.Oncethedecisionismade,theflowwillfollowoneofthefollowingpaths:
a. Inthispath,theusersareinthechannelcollaboraAngtodetermineasoluAon.WhenthesoluAonisprovided,theusercantypeinSlacknoiresolveandtheexactAcketnumber,andtheAcketwillbesettoresolved.
b. Iftheflowfollowsthispath,theeventsystemdeterminesifthereisarunbookthatcanbeexecutedtoresolvetheissue.Thisprocesscanbeeithermanualorautomated.
4. Oncetherunbookhascompleted,theeventsystemconAnuesmonitoringtoensuretheexactissueisresolved.Ifitisresolved,theeventsystemupdatestheincidentas“resolved”intheControlDesk.
5. AddiAonally,thecollaboraAondatafromthechannelisretrievedandstoredinaworklogentryinControlDeskforfutureuseandtrendanalysis.
3. USECASESANDPERSONASThefollowingpersonasareoceninvolvedinIBMControlDeskinthecloudservicemanagementtoolchain.
Firstresponder(oncall):
Stepsafirstrespondertakesinclude:
1. Thefirstresponderreceivesanalerttosupportanissue.TheresponderisalertedviatheSlackchannel.HeorsheviewsIBMControlDesktoseeifthissortofissuehasoccurredbefore,and,ifso,howitwasresolved.
2. IfasoluAontothecurrentincidentisfound,thefirstresponderusesControlDesktocreateaworklogofthesoluAon.
3. ThefirstresponderusestheworklogfromasimilarincidenttodeterminewhoworkedonincidentsofthesametypeandmaybeabletoassistmoreAmelynow.
Sitereliabilityengineer:
Stepsasitereliabilityengineertakesinclude:
1. Conductsananalysisoftherecentincidentstolookfortrendsandfrequencychanges.2. InvesAgatestheincidents,whicharelikeanotherincidenttosolvethecurrentincidentfaster.3. Findspossiblepafernsandestablishesproblemrecordsforareviewoftherootcauses.4. LocatesresoluAontopreviousincidents.5. Determineswhatteamorresourceworkedonaprevious,similarincident.
4. HOWTOUSEIBMCONTROLDESKIBMControlDeskisoperatedthoughaweb-basedGUI.YourexactURLisbasedonhowyouinstallorusecloud-basedsoluAons.It’susuallyinthefollowingformat:hfp://<servername>/maximowhereyouinsertthenameofyourspecificserver.
Thefollowingstepsshowhowareliabilityengineerorfirstresponderconductacertainprocess.Asusers,theymayperformmanyacAviAesandprocesseswiththedataavailabletotheminIBMControlDesk.TheaddiAonalacAviAesandprocessesarenotfullydescribedinthisdocument.
4.1. SITERELIABILITYENGINEERFEVIEWSWEEKLYPASTINCIDENTSFORTRENDSIfyouareasitereliabilityengineer,followthesestepstoreviewincidentsinthepastweektoidenAfyanynotabletrends.
1. Aceryoulogin,usethepre-createdStartCentertoviewtheRecentlyUpdated&Resolvedincidents.TheportletisonthelowerleccorneroftheStartCenter.
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2. Clickthe� OpenResultsinApplica=onicontoviewtheresults.Thispresentsallincidentsthathavearecentupdatedworklogandweresettoresolveinthelast24hours.
3. ViewtheapplicaAonliststoscanfor:
a. Commonsummaries
b. Thepriorityofincidents
c. Whethertheincidentrequiredanownerorowninggrouptoberesolved
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4. ClickonaspecificincidentfordetailedinformaAonrelatedtotheincident,including:
a. Whatworklogupdateswereaddedtogiveinsightastotherunbooksused
b. TherelatedconversaAonintheSlackchannel
c. Thefirstresponderswhomayhaveaddedalogforaworthynoteofdetail
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5. Asyoureviewtheincidents,ifyounoAceareoccurrenceoranissuethatyoubelieveneedsfurtherresearchasaproblemrecord,itmaybebesttoclassifytheincidentortheproblemrecordasneedingnextstepsorfuturereporAngsteps.
6. Toclassifytheincidentrecord,clickthedoublearrows� nexttothefieldClassificaAonPath.UsethedialoguetoselectaproperclassificaAon.
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7. AceryouselecttheclassificaAon,checktheblueboxnexttothebestclassificaAon.ThatclosesthedialogueandupdatestheclassificaAonfield.
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8. Tocreateaproblemrecordforfurtherrootcauseanalysis,gototheMoreAcAonsecAonofthelec-handnavigaAonpanelandselectCreate>Problem.Oncetheproblemiscreated,itcreatesabridgefromincidentmanagementtoproblemmanagement.
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9. Aceryoucreatetheproblem,youcanviewtheproblemrecordfromtheRelatedRecordsTab.
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10. Navigatetotheproblemrecordfromtheincident.YouneedtoupdatetheproblemrecordwiththefollowinginformaAon:
a. Assigntoapersonorgroup
b. SetStartDates
c. Categorizetheproblemtomakeitavailableacomprehensiverootcausereviewbytheproblemteam.
11. UsethedoublearrowsnexttotheRelatedRecordKeyfieldandSelectGotoProblems
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12. Doublecheckthattheproblemrecordisclassified.Iftheincidentrecordwasclassifiedbeforeyoucreatedtheproblemrecord,theproblemrecordwillbeclassifiedbasedontheclassificaAonandautoassignedtoanownergroupbasedonclassificaAon.
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13. IftheclassificaAondoesnotpre-populatetheownergroup,gotoCommonAcAononthelecnavigaAonmenu,clickSelectOwner,andsearchforthegroupthatyouwanttoreviewtheproblemforrootcause.
14. Youmayalsodooneorbothofthefollowing:
a. Givetheproblemrecordanurgencyse`ngtohelpprioriAzefindingtheroot.
b. SettheTargetStartorTargetFinishtoensureanalysisandworkareperformedinaAmelymanner.
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15. ToreturntotheIncidentandthetrendinganalysis,clickReturnintheupperrighthandcorner.
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16. Toaddaworklog,clickNewrowonthemainincidentscreen,undertheworklogsecAon.RecordwhatanalysisyouperformedandaddanyinformaAonaboutwhythisincidentandotherslikeitshouldbereviewedforrootcauseanalysis.
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17. Acerrecordingtheworkentryonanalysis,setthestatusto“InProgress”unAltheincidentisresolved.
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18. Ifyoudeterminethatseveralincidentsarethesamekindorcouldberelated,youcanrelatetheincidentsusingtheRelatedRecordstab.ShowingthisrelaAondoesn’tcausetheincidentstoallbeacAonedthesame.ItsimplyshowsthecorrelaAonbetweentheeventsandtheincidentsthatwerecreated.
19. OntheRelatedRecordstab,clickSelectTickettoaddrelatedAcketnumbers(ifyouknowthem).YoucanalsousetheSearchforTicketsfuncAonifyouwanttolookforrelatedevents..
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20. WhenusingtheSearchforTicketsbufon,checktheboxforOnlyShowOpenIncidentsandselectSearch.TheresultswillshowinthesecAonofthedialogueforsearchresults.YoucanfurtherfilterthelistbyusingthefieldsatthetopofthedialogueorbyusingthefilterrowintheSearchResultstofindAcketsintheresults.
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21. Torelatearecord,checktheboxneartherecordrowinthesearchresults.SelectRelateSelectedTickets.ThenclickClosetoreturntotherecordwheretherelatedAcketswilldisplay.
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22. ToseealistofrelatedAcketstoyourproblemAcket,lookatRelatedTicketssecAonandtakenoteoftherelaAonships.
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23. Toreturntotheoriginallistofincidentsthatwererecentlyupdatedandresolved,clicktheListViewArrownexttoIncidentheader.
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4.1.1. Otherstepsorac=onsfromtheStartCenterAsthesitereliabilityengineer,youcanusetheControlDesktoseeextensivedatathathelpsyoureviewtrendsandconductincidentanalysisforthesupportofcloudorhybridapplicaAons.ThesereviewsandanalysiscanhelpyouconductproblemmanagementandunderstandtheneedforcorrecAveacAon(runbooks),soluAons(documentedknowledge),orcommunicaAons(todevelopersforchangeofbehavior).
We’vecoveredafewwaysthatyoucanusetheportletsanddatapresentedintheStartCentertoconductIncidentManagement.OtherStartCenterportletsinclude:
a. KPIofCurrentAcAveIncidents
i. Enablestheengineerandresponderstounderstandthelevelofvolume/impactthecurrentincidentsmaybehavingintheinfrastructure.Forexample,ifonlyfiveor10incidentsshouldbeopenatanygivenAmeandthecurrentvolumeismorethanthisnumber,ithighlightstheneedtotakemoreproacAvestepstodecreasingincidents.
b. Incidentsupto30daysclosed,sortedbyclassificaAon
i. Theengineermaywanttofocusontheincidentsheorshehasclassifiedasthosewerelikelytheincidentsthatshowedinterestsinthetrendsoccurringrecently.
ii. Thisqueryviewallowsfortheuserstounderstandthenumberofincidentsbeingworkedandreviewedoranalyzedforimpacttotheoverallinfrastructure.
c. Severity1EventIncidents
i. ThisresultsetfocusesonthetopseverityoftheincidentsoccurringthataresAllinanAcAvestate.
d. Severity2,3,4EventIncidents
i. Theseincidentsare“acAve”andnotyetresolvedthroughautomaAonormanualstepsandareofalowerseveritythanone.
e. NewlyResolvedIncidents
i. Theseincidentshaverecentlybeenresolvedandcouldbeofinterestsforanalysisandtrending.
f. ReportList
i. ThesearejustafewreportswhichcanbelaunchedfromtheStartCentertoaidinthereviewofdatabeinggatheredandassimilatedinControlDesk.
g. ProblemstoAcAon
i. ThesearerecordswhererootanalysiswouldbeperformedandcorrecAvechangeswouldbecompleted.
YoucanusetheseresultsetsandportletsdirectlyintheStartCenterorthego-tolistviewicontoworkwiththedatainthelisttofilter,openandparedowntheresultstothoseshowingthetrends.
Asitereliabilityengineer’spre-configuredStartCentercanbefurtherconfiguredtoincludeaddiAonalportlets.YoucanalsoupdatetheconfiguraAontoreflectaddiAonalparameters,lists,andqueries.
LearnmoreaboutStartCenters.
4.2. FIRSTRESPONDERRESPONDSTOANINCIDENTCREATEDTHROUGHCONTROLDESKAsafirstresponder,youcanfollowthesestepstorespondtoanincidentcreatedthroughtheControlDesk.
1. GototheStartCentertoviewtheEventDrivenIncidentsorAcAveIncidents-AssignedtoMe.Theportletsallowyoutopickuporreturntoworkyouhaverecentlyworkedon.
2. SelectanincidentfromthelistofEventDrivenIncidentsandclickontherecordintheresultsettoopentheincident.
3. Onceyouopentherecordanddecidetoworkontheincident,gotothelecnavigaAonunderCommonAcAonsandselectTakeOwnership.Thisassignstheincidenttoyoutoworkandresolve.
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ThestatusofthisincidentautomaAcallyupdatestoastatusofQueued.Tobeginworkontheincident,gototheCommonAcAonssecAon,clicktheincident,andchangethestatustoInProgress.
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4. Onceinprogress,scrollslightlytothemiddleoftherecordandlocatethesupporAngSlackchannelwhereothersmaybecollaboraAngtoresolvetheincident.
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5. Highlightthechannelinthefieldandright-clickGo.ThistakesyoudirectlytotheSlackchannel.UsethechanneltocollaborateandfindasoluAontotheissue.
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• YoumightalsowanttoreviewanytrendingSlackchannelwherethesitereliabilityengineerorotherrespondersarespecificallyreviewingincidentsofapafernortype.Ifthereisatrendingchannel,youprobablywanttoreviewandparAcipateasnecessary.
6. Toaddcommentsorupdatestotheincident,scrolltothesecAoncalledWorkLogs,andclickNewRow.Thiscreatesanentrywhereyoucanprovideupdates.ThisshowsyounotesoftheincidentacAviAes,entriesfromtheSlackChannel,andinformaAonfromNOIdirectly.
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ThefollowingimageshowsanentryintheIncidentrecordedbySlack.
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AndthisshowswhatitlookslikewhentheentryisupdatedbyNOI.
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7. AsanopAonaltask,youcanclassifytherecordiftheknownissueisidenAfied,recognize,dandfoundintheCloudClassificaAonsstructure.UsethedoublearrowsnexttoClassificaAonPathfieldandclickClassify.ToselecttheclassificaAon,usetheblueboxnexttotheword.Toexpandandseemorehierarchy,usetheplussign.
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a. Oncetheincidentissueisresolved,youcanmarktheincidentas“resolved.”ThiscanbedonebyusingthechangestatusunderCommonAcAonsinControlDeskorbywriAngthefollowingcommandintheSlackchannelfortheincident:
noiresolve<eventNumber>
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ThesearecustomslackbotsthatintegratethecommunicaAonsofvarioustoolsintheoveralltoolchain.
Thiscommandworksbothfromthe"global"channel(thatis,resolveanyevent)andfromthededicatedchannelforaspecificevent.
Iftheincidentisaglobalincidentthataffectsmanysystems,youcansettheincidenttoaglobalincidentandrelateotherrecordstoit.VisittheIBMKnowledgeCenterfordetailedsteps.
4.2.1. Othersteporac=onsafirstrespondercantakeAsafirstresponder,youcanusetheControlDesktoupdateandreviewdataofincidentsthatareinsupportofcloudorhybridapplicaAons.TheseacAonsandupdates:
• Ensureaccuratedataforanalysi
• HelpyoufindotherincidentswithsimilarsoluAonsandrunbooks,
• ReturntoaslackchanneltofindpastcollaboratorsforresoluAonorfindpastacAonstakeforanincidentofsimilartype
• DiscovercommunicaAonstodevelopersforchangeofbehavior
Wehavealreadydiscussedafewportlets,butthereareanumberofportletsintheStartCenterthatyoucanusetoreviewacAveincidents,resolveincidents,takeownership,andfindsimilarincidentsortrendstoresolveincidentsquickly.
OtherportletsavailabletotheresponderthroughtheStartCenterare:
a. QuickInserts
i. TocreateIncidentsorproblemsforfutureacAon
b. OpenIncidents–KPI
i. Enablestheengineerandresponderstounderstandthelevelofvolume/impactthecurrentincidentsmaybehavingintheinfrastructure.Forexample,ifonlyfiveor10incidentsshouldbeopenatanygivenAmeandthecurrentvolumeismorethanthisnumber,ithighlightstheneedtotakemoreproacAvestepstodecreasingincidents.
c. AverageIncidentWorkTime–KPI
i. Thiskeyperformanceindicatorrepresentshowlonganincidentisworkedbeforeitisresolved.
d. AcAveIncidentsAssignedtoMe
i. Thisshowsincidentsthatbelongtoyou.Thisensurenooneelseworksonthisincidentorthattheyhaveafollow-upacAonorinterest.
e. Severity1Incidents–Open
i. ThisresultsetfocusesonthetopseverityoftheincidentsoccurringthataresAllinanAcAvestate.
f. Severity2,3,4,Incidents–Open
i. Theseincidentsare“acAve”andnotyetresolvedthroughautomaAonormanualstepsandareofalowerseveritythanone.
g. NewlyCreatedProblems
i. ThesearerecordswhererootcauseanalysiswouldbeperformedandcorrecAvechangeswouldbecompleted.
TheseresultsetsandportletscanbeuseddirectlyintheStartCenterorthego-tolistviewicontoworkwiththedatainthelistviewtofilter,openandparedowntheresultstothosetheresponderwishestoworkwithorreview.
LearnmoreabouttheStartCenterintheIBMKnowledgeCenter.
5. PREREQUISITESFORSETUPForthistoolchainintegraAon,youneedthefollowingcomponentsofIBMControlDesk,NetcoolOperaAonsInsight/Omnibus,andSlack:YouneedtohaveIBMControlDeskinstalled.FollowtheinstrucAonsinthefollowinglinkstolearnhowtoinstallbasedonwhetheryouhaveanon-premisesenvironmentoracloud-basedenvironment.
• InstallaAonofIBMControlDesk-OnPremise• HowtoAccessIBMControlDesk-OnCloud
YouneedtohaveOmnibusinstalled.UsethefollowinglinksandchoosetheinstrucAonsthatmatchyourlocalrequirements(connecAonstoLDAP,choiceofoperaAngsystemanddatabase,H/AconsideraAonsandsoon).TheintegraAonofOmnibusintothetoolchainislooselycoupledandwillfuncAonwithanyIBM-supportedconfiguraAonofOmnibus.• Omnibusv8.1installaAondocumentaAon• NetcoolOperaAonsInsightv1.4installaAondocumentaAon• InstallaAonbestpracAces
6. CONFIGURATIONOFCONTROLDESK
6.1. CREATEANDDEFINESTARTCENTERS
6.1.1. StartCentersTosetuptheStartCentersusedinthisbusinessflow,youwillcreateaStartCentertemplateusingseveralitems,queries,“where”clauses,KPIs,andthecreateandupdatecommands..
WecreatedtwoStartCentersforthisscenario,onelabeledSiteReliabilityEngineerandtheotherlabeledFirstResponder.
UsethescreenshotsinthisdocumentalongwiththequeriesandKPIsaccompanyingtheinstrucAonstocreateyourownreusableStartCenters.
First,youneedtocreateatemplate.FollowthestandardinstrucAonsintheIBMKnowledgeCentertogetstarted:
ManagingStartCentertemplates
GetStartedwithControlDesk:StartDesk
6.1.2. Crea=ngqueriesFollowthestepsintheKnowledgeCenter’sIBMControlDeskdocumentaAon,Workingwithworkviewqueries,tocreatepredefinedandsavedqueriesthatyoucanusefortheStartCenterstohavethemavailableintheapplicaAons.
VisittheIBMKnowledgeCenter’sSQLWHEREclausesearchesdocumentaAonforinstrucAonsandstepsforcreaAngWHEREclausequeries
WecreatedanddefinedseveralqueriestosupporttheStartCenters.Thequeriesarelistedbelowsoyoucaneasilyandquicklyrecreatethem.
Recentlyresolvedincidents (status='RESOLVED'andupper(externalsystem)='EVENTMANAGEMENT')
Recentlyupdatedandresolvedincidents
AckeAdin(selectrecordkeyfromworklogwheremodifydate>currentAmestamp-decimal(240000,6,0))andstatusin(selectvaluefromsynonymdomainwheremaxvaluein('RESOLVED')anddomainid='INCIDENTSTATUS')and(currentAmestamp>actualfinish)orderbyinternalpriorityASC
Priority2,3,4incidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT'and(reportedpriority=2orreportedpriority=3orreportedpriority=4))
Priority1incidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT'andreportedpriority=1)
Incidentsclosedupto30days (status='CLOSED')andactualfinish>(currentAmestamp-30days)orderbyinternalpriorityASC
Alleventmanagementincidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT')
Incidentsassignedtologgedinuser
((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED'))and(owner=:USER)
6.1.3. Crea=ngKPIsWeusedseveralKeyPerformanceIndicators(KPIs)tocreatetheStartCentersfortheseusecases.VisittheIBMKnowledgeCenterdocumentaAon,CreaAngkeyperformanceindicators,tolearnhowtocreateorreuseKPIs.
ThefollowingstatementsarethebasisforhowwecreatedtheKPIsweusedinthisguide.
6.1. CLASSIFICATIONSTRUCTUREAnewcloudclassificaAonhierarchywascreatedtoproperlysupportandcategorizetheincidentsbeingcreatedinControlDeskbytheeventmonitoringsystemandbythefirstresponders.TocreateclassificaAonsinIBMControlDesk,usetheAdministraAon>ClassificaAonApplicaAon.
ThefollowingtableshowsthecloudclassificaAonstructurerecommendedforuseinthesupportofcloudinfrastructure.YoucanexpandandpersonalizethisclassificaAonstructureintootherclassificaAonhierarchies.
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Openproblems (historyflag=0)and(statusin(selectvaluefromsynonymdomainwheremaxvaluein('NEW','PENDING','QUEUED','INPRG')anddomainidin('PROBLEMSTATUS')))
Openincidents selectcount(*)fromINCIDENTwherestatusin(selectvaluefromsynonymdomainwheremaxvaluein('NEW','QUEUED','PENDING','INPROG'))
AverageworkAmeofincidents selectavg(TIMESTAMPDIFF(8,char(ACTUALFINISH-ACTUALSTART)))fromIncident
6.2. ESCALATIONSYoucanconfigureescalaAonstoautomaAcallymonitorthecriAcalprocessesinyourenterprise.YoucanalsouseescalaAonsforevents,suchascontractexpiraAon,achangeinthestatusofarecords,orachangeintheownershipofarecord.
ThefollowingescalaAonsareusedinthisimplementaAonforupdaAngtheincidentstatusortotakeanacAontosenddatatointegraAonpoints.
*Addi8onaldetailsonthescriptusedfortheProcessclosedincidentscanbefoundinsec8on5.4ofthisdocument.
ThefollowingdocumentaAonintheIBMKnowledgeCentergivesyoumoreinformaAonaboutescalaAons:
• EscalaAonsoverview
• WorkingwithescalaAons
• AcAvaAngescalaAons
6.3. CONFIGURINGFIELDSFORINTEGRATIONTOSLACK
Fieldaddi=onsforintegra=ontoSlack
ToconnectIBMControlDesk,Slack,andpushandpulldatafromthesystems,youneedtoaddfieldsinControlDesktodisplaySlackdata.Todoso,followthesesteps:
IndatabaseconfiguraAon:
1)AddthenewafributeCASE_SC_TRENDINGtoTICKETtable.ALN(300),TrendingSlackChannel
2)AddthenewafributeCASE_SLACK_CHANNELtoTICKETtable.ALN(300),SupporAngSlackChannel
3)TurnonAdminmode
4)ApplyconfiguraAonchanges
5)TurnoffAdminmode
CloseresolvedIncidentsacer5days
STATUSIN(SELECTVALUEFROMSYNONYMDOMAINWHEREDOMAINID='INCIDENTSTATUS'ANDMAXVALUE='RESOLVED')
EscalaAonpointis5days
Processclosedincidents–Slack
STATUS=’CLOSED’ NoEscalaAonPoint
AcAonofIncidentClose–
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*AcAonofSendinformaAontoSlackChannel
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InapplicaAondesigner
6)Addanewafribute,INCIDENT.CASE_SC_TRENDINGandINCIDENT.CASE_SLACK_CHANNEL,toIncidentapplicaAonabovetheServiceGroup.
6.4. SENDAMESSAGETOSLACKWHENTHESTATUSOFTHETICKETCHANGESTOCLOSED
TosendamessagetoSlackwhenthestatusoftheAcketchangestoCLOSED
Createscriptwithac=onlaunchpoint
1. CallthescriptSendToSlack.sh(onLinux)withthreeparameters
CASE_SLACK_CHANNEL:SlackChannel
TICKETID:Ticket#
STATUSDATE:Dateofclosure
2. Navigateto>SystemConfiguraAon>Pla]ormConfiguraAon>AutomaAonScripts>MoreAcAon>Create>ScriptwithAcAonLaunchPoint
3. IntheLaunchPointfield,type“CASE_SEND_2_SLACK.”
4. IntheDescripAonfield,type“SendinformaAontoSlackchannel.”
5. IntheAcAonfield,type“CASE_SEND_2_SLACK.”
6. IntheDescripAonfield,type“SendinformaAontoSlackchannel.”
7. FortheObjectfieldObject,clickthesearchiconandtype“incident.”SelectIncident.
8. ChecktheboxforAcAve.
9. UnderScript,check“New”intheBooleonfield.
10. SelecttheNextbufon.
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11. DefinethefourVariableparametersforthescript.12. SelecttheVariablestaboftheautomaAonscript.13. Toaddeachvariableyouwillselectthenewrowbufon.14. Inthefirstvariable,type“in_CASE_SLACK_CHANNEL”.15. InthedescripAonfield,addin_CASE_SLACK_CHANNEL.16. SettheBindingTypefieldtoAfribute.17. SetthevariableTypetoIN.18. ChecktheboxnexttoOverride?19. IntheLaunchPointVariablefield,type“CASE_SLACK_CHANNEL”.20. Allotherfieldswillbelecnullorblank.
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21. Forthesecondvariable,type“in_STATUS”intheVariablefield.22. IntheDescripAonfield,add“inSTATUS”.23. SettheBindingTypefieldtoAfribute.24. SetthevariableTypetoIN.25. ChecktheboxnexttoOverride?26. IntheLaunchPointVariablefield,type“STATUS”.27. Allotherfieldswillbelecnullorblank.
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28. Forthethirdvariable,type“in_STATUSDATE”intheVariablefield29. IntheDescripAonfield,addin_STATUSDATE.30. SettheBindingTypefieldtoAfribute.31. SetthevariableTypetoIN.32. ChecktheboxnexttoOverride?33. IntheLaunchPointVariablefield,type“STATUSDATE”.34. Allotherfieldswillbelecnullorblank
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35. Forthefourthvariable,type“in_TICKETID”intheVariablefield.36. InthedescripAonfield,addin_TICKETID.37. SettheBindingTypefieldtoAfribute.38. SetthevariableTypetoIN.39. ChecktheboxnexttoOverride?40. IntheLaunchPointVariablefield,type“TICKETID.”41. Allotherfieldswillbelecnullorblank.
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42. Onceallvariablesandparametersareadded,clickNext.
43. Copyandpastethescript“CreateScriptwithAcAonLaunchPoint”foundonGitHubinthefieldSourceCode.
44. ClicktheboxCreate.
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Crea=ngescala=on
1. Navigateto>SystemConfiguraAon>Pla]ormConfiguraAon>EscalaAons
2. FortheTitleoftheEscalaAontype>CASE_C_INCIDENTS
3. GiveitadescripAonof>Processclosedincidentrecords.
4. SelectINCIDENTfortheAppliestofield(object).
5. TypeSTATUS=='CLOSED'intheCondiAonfield.
6. Select2m,*,*,*,*,*,*,*,*,*intheSchedulefield.
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7. ClickNewRowtoaddoneescalaAonpoint.
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8. FortheoneEscalaAonPoint,clickonthenewrowtoAddoneAcAon:SearchforacAonCASE_SEND_2_SLACK.
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9. SavetheEscalaAon
10. UnderMoreacAons,usetheacAonValidate,tovalidatetheescalaAon.
11. UnderMoreacAons,usetheacAonAcAvate,toacAvatetheescalaAonofastatus.
7. HOWTOSETUPTHEINTEGRATIONOFNOIWITHIBMCONTROLDESK
7.1. NETCOOLOPERATIONSINSIGHTTOCONTROLDESKINTEGRATIONPleasenotethat,forhistoricalreasons,manyofthetechnicalassetsarecalledMaximo,TSRM,orSCCDaswellasICD.TheseallrefertothesameproductandarefuncAonallysynonyms.
7.1.1. TSRMgatewayinstalla=onTheintegraAonisbasedontheTSRMgateway.
InstalltheTSRMgatewayperthestandardIBMinstrucAonsdetailedinthefollowinglinks.Adjustthemforyourlocalrequirements.
• GatewaydocumentaAon
• GatewaydownloadinstrucAons
ThefollowingvideosexplainhowtoperformthebasicinstallaAonandconfiguraAon:
• InstallingtheTRSMGatewayonOmnibus8.1
• NetcoolTSRMIntegraAon:ViewingcreatedincidentsfromOmnibusinTSRM
7.1.2. BasicTSRMgatewayconfigura=on:Acerinstallingthegateway,configureittocommunicatewithICDandtestthebaseconfiguraAonbeforeimplemenAngthecustomizaAonsdetailedinsecAon8.1.3.FollowtheinstrucAonsintheseIBMKnowledgeCenterdocuments:
• Installingthegateway
• TesAngNetcool/OMNIbuscommunicaAonwithTSRM
7.1.2.1. Journalupdates
ToenableNOItoupdateICDwithanyNOIjournalentriesorSlackmessages,youmustacAvatethejournalintegraAon.
FollowtheinstrucAonsinthisIBMKnowledgeCenterdocument:
ConfiguringTSRMtoreceivejournalentriesfromNetcool/OMNIbusevents
Orwatchthevideo,TSRMgateway:ConfigureTSRMtoreceivejournalentriesfromNetcool/OMNIbusalerts
OpAonalconfiguraAons
ThefollowingconfiguraAonsarenotmandatoryforNOI-ICDintegraAon,butmanycustomersimplementthem.
• ExtendthesizeofthesummaryfieldtomatchpossiblelongNOImessages
• Createacustommessageobjectforimprovedperformance
• Finetuningtheperformanceofgatewayeventprocessing
7.1.3. Integra=oncustomiza=onsThebestpracAcesinthisguidedependonthefollowingcustomizaAonstothedefaultintegraAon:
ForthepurposesofthisdocumentaAon,weassumethatyou’venamedyourgatewayG_ICD.
7.1.3.1. ChangeTicketcontentdetailsTheconfiguraAonfile$NCHOME/netcool/omnibus/gates/tsrm/tsrm.mappingcontainsthetranslaAonbetweenNOIfieldandICDfields.
Thedefaultmappingisasfollows:
CREATE MAPPING StatusMap
(
'CLASS' = 'INCIDENT',
'DESCRIPTION' = '@Node' + ":" + '@Summary' ON INSERT ONLY,
'REPORTEDBY' = 'NETCOOL' ON INSERT ONLY,
'REPORTDATE' = TO_TIME('@FirstOccurrence') ON INSERT ONLY,
'REPORTEDPRIORITY' = Lookup('@Severity','SeverityTable') ON INSERT ONLY,
'STATUS' = Lookup('@Severity', 'StatusTable'),
'TTNumber' = '@TTNumber'
);
CREATE MAPPING JournalMap
(
'CLASS' = 'INCIDENT',
Youshouldchangeitto:
7.1.3.2. Addajournalentryfornew8cketItcanbeusefultoaddautomatedjournalentriestoNOIwhenICDAcketsarecreatedorchanged.ThesimplestwaytoimplementthisisbyaddinganewtriggertotheNOIObjectServer.
UploadthefileCASE_NOI-ICD-Journal.sqltotheOMNIbusserverandrunthefollowingcommand:$OMNIHOME/bin/nco_sql -user <username> -password <password> -server <server_name> < /tmp/CASE_NOI-ICD-Journal.sql
FurtherdocumentaAonmaybefoundintheIBMKnowledgeCenteratStarAngtheSQLinteracAveinterface
IfyouhavemulApleObjectServers,youmustrunthiscommandmulApleAmes.
ThetriggerwaitsforICDtosendanupdatetoNOIwiththenewAcketIDandthenwritesajournalentryontheevent,asthefollowingimageshows.
CREATE MAPPING StatusMap
(
'CLASS' = 'INCIDENT',
'DESCRIPTION' = '@Node' + ":" + '@Summary' ON INSERT ONLY,
'EXTERNALSYSTEM' = 'EVENTMANAGEMENT' ON INSERT ONLY,
'REPORTDATE' = TO_TIME('@FirstOccurrence') ON INSERT ONLY,
'REPORTEDPRIORITY' = Lookup('@Severity','SeverityTable') ON INSERT ONLY,
'STATUS' = Lookup('@Severity', 'StatusTable'),
'TTNumber' = '@TTNumber'
);
CREATE MAPPING JournalMap
(
'CLASS' = 'INCIDENT',
'Chrono' = '@Chrono',
'CREATEDATE' = TO_TIME('@Chrono'),
'DESCRIPTION' = TO_STRING('@Text1'),
'DESCRIPTION_LONGDESCRIPTION' = TO_STRING('@Text1') + TO_STRING('@Text2') + TO_STRING('@Text3'),
'ServerName' = STATUS.SERVER_NAME,
'ServerSerial' = STATUS.SERVER_SERIAL
);
!
IfthereisintegraAonbetweenNOIandSlack,thejournalupdatewillbeforwardedtoSlacktoo.
7.1.3.3. Automate=cketcrea=on
OMNIbustriggerscanautomatemanytasks,suchascreaAngICDAcketsfornewevents.
TwosuchtriggersareCASE_ICD_Forward_NewEventandCASE_ICD_Forward_UpdatedEvent.ThefirstcreatesanICDAcketwhenanewincomingeventmatchesaspecificcondiAon(thatis,theseverityis5/CriAcal),andthesecondcreatesaAcketwhenaneventchangestomatchaspecificcondiAon(thatis,anoperatororanotherautomaAonraisedtheseverityoftheevent).
MakethischangebyloadingtheCASE_NOI-ICD-NewTicketTriggers.sqlfileintotheOMNIbusObjectServer.
UploadthefiletotheOMNIbusserverandrunthefollowingcommand:$OMNIHOME/bin/nco_sql -user <username> -password <password> -server <server_name> < /tmp/ CASE_NOI-ICD-NewTicketTriggers.sql
YoucanchangethethresholdeitherbymodifyingtheSQLfileandreloadingitorbychangingthetriggerintheOMNIbusAdminconsole.
7.1.3.4. SynchronizemorefieldsbetweenNOIandICDThefiletsrm.mapcontrolswhichNOIfieldsaresenttoICDAcketsandinwhatformat.CheckoutthedocumentaAoninIBMKnowledgeCenterformoreinformaAon:ConfiguringtheTivoliNetcool/OMINbusGatweayforTSRM.
Toaddmorefields,suchastheOWNERoftheAcket,youmustaddanextramappingtabletothebeginningofthefile:
CREATELOOKUPUserTable( {0,'MAXADMIN'},{1,'ICDUser#1'},{2,'ICDUser#2},{65534,''})
DEFAULT='';
Andfurtheron:
CREATEMAPPINGStatusMap ( 'CLASS'='INCIDENT','OWNER'=Lookup('@OwnerUID','UserTable'),
TakecaretokeeptheUserTableupdatedwiththerelevantmappingbetweenNOIuseridnumbersandICDusernames.
ThefileNOI-ICD-modificaAons.zipincludesanexampleofthemodifiedfile.
7.1.3.5. Addnewstatusesto=cketstatusBydefault,theonlychangeinstatusNOIpushestoICDisRESOLVEDwhentheeventstatuschangestoClear(0).Tosendmorestatuses(forexample,updaAngthestatustoINPROGwhenausertakesownershipofaneventinNOI),youneedtomakethefollowingchanges:
• CreateanewfieldintheNOIschema,calledCASE_ICD_Status,whichholdsthestatustobepushedtoICD
• Modifythetsrm.mapfilesotheICDSTATUSfieldismappedtoCASE_ICD_StatusandnottoSeverity
• AddanOmnibustrigger,CASE_Update_ICD_Status,tomodifythevalueofCASE_ICD_StatuswhentheownerofaAcketchangesortheseverityoftheAcketchangesto0.
• AddanOmnibustrigger,CASE_Update_ICD_Status_onDeDup,tomakethesamemodificaAonwhentheeventischangedbyanincomingeventmessageinsteadofbyupdaAnganexisAngmessage.
ThefileNOI-ICD-modificaAons.zipincludesthemodifiedfilesandinstrucAons.
7.1.3.6. AddtoolstoNOIdashboard
ToopenanICDAcketonanexisAngevent,useaSQLtooltorunthefollowingcommand:update alerts.status set LogTicket =1 where Serial in ( $selected_rows.Serial );
TolaunchintoICDtoviewtheAcket,useascripttooltorunthefollowingscript:var str = "{@TTNumber}"; if (str != "") { window.open ("http://<ICDserver>/maximo/ui/maximo.jsp?event=loadapp&value=incident&additionalevent=useqbe&additionaleventvalue=ticketid=" + str); } else { window.alert("This event has no Control Desk ticket associated");}
ThefileNOI-ICD-modificaAons.zipincludesthetoolsandinstrucAons.
7.1.3.7. Updatethedescrip=onofjournal/workorders.Ifitissetup,thenNOIforwardsjournalsentriestoworkordersthatareafachedtotheIncident.However,bydefault,thedescripAonoftheworkorderishardcodedtoNETCOOLJOURNALENTRY,whichmeansthatusersmustunfurltheworkordertoseethetruedescripAon.
ChangetheJournalMapsecAonofthetsrm.mapfilefrom
'DESCRIPTION'='NETCOOLJOURNALENTRY',
to
'DESCRIPTION'=TO_STRING('@Text1'),
tomakethepropertextmorevisible.
NotethatyouwillneedtoextendthesizeoftheWORKORDER.DESCRIPTIONfieldtoaccommodatethepossiblelongerlengthofthejournalentry(seesecAon7.1.2.2forasimilarchangedonetotheAcket'ssummaryfield).
ThefileNOI-ICD-modificaAons.zipincludesamodifiedtsrm.mapfile.
7.1.3.8. SynchronizemorefieldsbetweenICDandNOIBydefault,theonlyfieldthatissynchronizedbacktoNOIfromICDistheAcketstatus(fieldSTATUSinICDandfieldTicketStatusinNOI).
ThesynchronizedfieldsareconfiguredinIntegra=on>ObjectStructuresinICDandin$OMNIHOME/gates/tsrm/tsrm.scriptinNOI.
GenericinstrucAonstoaddmorefieldscanbefoundintheIBMKnowledgeCenterdocument:RetrievingaddiAonalfieldsfromTSRM.
OneofthemostimportantAcketafributestosynchronizeistheDESCRIPTION_CLASS,thehumanreadableversionoftheAcket'sclassificaAon.ThisfieldcannotbesynchronizedusingthestandardimplementaAonbecausetheafributesHIERARCHYPATHandDESCRIPTION_CLASSdonotresideintheincidentrecord(initschildrecordCLASSSTRUCTURE),andNOIisnotabletosyncwiththeControlDesksystemwithoutaconfiguraAonchangetotheTicketTable.ThefollowingstepsexpandonthegenericinstrucAonsanddetailhowtoaddthesefieldstotheintegraAon.Followthedefaultstepsandthenaddthefollowingones.
1. AddtheafributetheCASE_HIERARCHYPATHtoTICKETtable
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2. AddtheafributeCASE_DESCRIPTION_CLASStotheTICKETtable
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3. AddtheCrossoverfieldstothedomainTSDCLSSTRUCT2TK
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ThefileSynchDescripAonClass_ICDtoNOI.zipcontainsthemodificaAonsto$OMNIHOME/gates/tsrm/tsrm.scriptandanSQLfiletoaddthefieldtotheNOIschema.
8. CONCLUSIONHopefully,thisdocumentassistsyouinse`ngupIBMControlDesk,enablingitthroughanintegraAonwithNetcoolOperaAonsInsightandSlack.ThisenablesaServiceManagementtoolchainforyourapplicaAonsquicklyandefficiently.
Component Purpose
IBMControlDesk
IBMControlDeskonCloudisanintegratedservicemanagementsoluAonthathelpsbusinessesmanageacomprehensiverangeofITprocesses,services,andassets.
WithIBMControlDeskonCloud,abusinesscanopAmizetheperformanceoftheirinfrastructureandworkforceinalignmentwithoverallbusinessobjecAves.TheproductfeaturesinnovaAvefuncAonsthatarefocusedonthefollowingbusinessprocessareas:
Servicedeskmanagement,includingaself-servicecenter,catalogsforfulfillment,andincidentandproblemmanagementapplicaAons
ITassetandsocwarelicensemanagement
ChangeandconfiguraAonmanagement
ForthefFirstrRespondersandsitSiterReliabilityeEngineerstologintoControlDesktoperformtheirworkfuncAons.
ThesoluAonwillallowfortheSiteReliabilityEngineertoreview&analyzefortrendingacrossincidenttypes,frequencyandseverity.
TheFirstResponderwillbeenabledtosearchforotherincidentsintheUItosearchforquicksoluAonsandre-usesoluAonsthatmayhavebeenusedinthepasttoresolveanissue.
StartCenter
AStartCenterisaconfigurablepagethatgivesyouquickaccesstothetoolsandkeyperformanceindicators(KPIs)thatyouusemostocen.EachofthesecuritygroupsthataredefinedforchangemanagementhasitsownStartCenter.
Whenyoulogontotheproduct,theStartCenterthatismappedtoyourprimarysecuritygroupisdisplayed.IfyouhavemulAplesecuritygroupassignments,youcantabtosecondaryStartCenters.
EscalaAonsEscalaAonsareusedtoautomaAcallymonitorthecriAcalprocessesinyourenterprise.YoucanalsouseescalaAonsforevents,suchascontractexpiraAon,achangeinthestatusofarecords,orachangeintheownershipofarecord.
Incident
AnincidentrecordisatypeofAcket.OtherAckettypesareservicerequestsandproblems.TheAcketapplicaAonsarecloselyrelatedandsharemanyfeatures,includingtheabilitytodefinerelaAonshipsbetweenAckets,linkthemtogetherforinformaAonpurposes,andviewthelinkagesanddetailsintheappropriateapplicaAons.
Forthepurposesofthisdocument,especiallyintheNOI-ICDintegraAon,theuseofthewordAcketandincidentmaybeinterchanged.
ScriptwithLaunchAcAon
CreaAnganautomaAonscriptwithanacAonlaunchpointtofacilitatethedevelopmentofre-usableacAons,thatcanbeconfiguredforuseindifferentobjectcontexts(forexample,incidents,Ackets).AnacAonlaunchpointassociatesascriptwithanacAonandexecuteswhenthespecifiedacAonoccurs.
Problem
AproblemrecordisatypeofAcket.OtherAckettypesareservicerequestsandincidents.TheProblems,Incidents,andServiceRequestsapplicaAonsarecloselyrelatedandsharemanyfeatures.YoucandefinerelaAonshipsbetweenAckets,linkthemforinformaAonpurposes,andviewdetailsforthemintheappropriateapplicaAons.
KPICreaAngkeyperformanceindicatorstotrackcriAcalperformancevariablesoverAme.Youcanviewkeyperformanceindicators(KPIs)inthestartcenterorintheKPIManagerapplicaAon.
ReportsThereareseveralpredefinedreportsprovidedwithControlDesk.UsethemtogatherinformaAonabouttheincidentscreatedforissuesinyourinfrastructure,conducttrendingandanalyzedatabasedontheincidentsandvolumesbeingcreated.
Security
TheSecurityGroupsapplicaAon,youcangrantusersaccesstospecificapplicaAonstorefinesecuritymeasures.Userscanhaveread,insert,save,anddeleteaccesstoanapplicaAon.TheapplicaAonaccessofasecuritygroupislinkedtositeaccess.Youcangiveasecuritygroupaccesstoallsites,accesstospecificsites,ornoaccesstosites.
Grantuser’sspecificopAonswithinanapplicaAon.Forexample,youcangrantmanagerstherighttoreadworkorderhistories,costs,andwarranAes,butnottoinsertworkordersorservicerequests.YoumustconfigureeachapplicaAonforreadaccesssothatadministraAveuserscanselectaddiAonalapplicaAonaccessopAons.
Worklog
NetcoolOperaAonsInsight(NOI)
AneventmanagementandcorrelaAonenginewhichactsasaforce-mulAplierinthemiddleofthetoolchain,correlaAngdisparateeventsacrossapplicaAons,services,andinfrastructure,andmakingsurethatthemostimportantandbusiness-affecAngeventsareforwardedbysuppressingsymptomaAceventsinfavorofroot-causeevents. Forthepurposesofthisdocument,NOIandOmnibus(thecentralcomponentofNOI)areinterchangeableterms.
TSRMGatewayakaICDGateway
TheNOIcomponentwhichperformsthebi-direcAonalintegraAonbetweenNOIandICD.NotethatTSRMandICDaresynonymsandthegateway'snameisTSRMforhistoricalreasonsonly.
ObjectServerNOI'scentralrepositoryofmonitoringevents.Thisisanin-memorydatabasethatmustbeextendedwithnewfieldsaspartoftheintegraAon.
TriggerAnautomaAonwithinanObjectServerthatcanperformtaskseitheronascheduleorbecauseofachangeinanevent.
JournalentryAfeatureofNOI,allowingoperatorstoinformaAonaboutagivenincident.EquivalenttoICD'sworklogs.
SlackCommunicaAonsandcollaboraAonpla]orm,improvesthecapabiliAesofuserstoworktogethertosolveissuesfaster.Also,funcAonsasaChatOpspla]orm,enablingremotecommandsandremediaAontasksaspartofthechatconversaAon
Component Purpose