Integrate > External systems > External systems - Operations Management i integration

External systems - Operations Manager i integration

Service Management provides a framework to create and update incidents in Service Management based on events in Operations Manager i (OMi). The case exchange framework enables you to define an external system with which information will be exchanged.

For example, you could use the integration to configure CI Status alerts in OMi to automatically open a corresponding incident in Service Management. The OMi Event management console determines which events should generate incidents and be added to an ITSM process to:

  • Resolve the incident
  • Alert agents and end users

To set up the integration:

  1. It is best to create a user account for purposes of integration. Create a Service Management integration user and log in using the credentials you defined.
  2. Download and install the On-Premise Bridge Agent and specify the OMi credentials using the Endpoint Credentials Manager. For more information, see How to use On-Premise Bridge agents on Windows or How to use On-Premise Bridge agents on Linux.

  3. Add an agent and deploy the agent's server-connections.conf file to the On Premise Bridge.

  4. Create an endpoint and configure it. Select REST Executor 1.0 as the endpoint type.

    For the Location field, enter the URL for the OMi server. The URL should end with /opr-gateway/, for example: http://sample.omi.hostname/opr-gateway/.

    The available values for the Credentials field come from the credentials defined in the On-Premise Bridge. As a result, the drop-down list of values may not appear immediately.

    For more information, see How to use endpoints.

  5. Add an external system record for your OMi integration. For the Authorized user, select the user account for this integration. For information, see Working with external systems.

  6. Apply the external predefined configuration to the external system you created:

    1. Select the external system and click Edit.

    2. Select the endpoint created in Step 4.

    3. Click Apply configuration and select the OMi 9.2x configuration. Click Confirm.
    4. Click Save to save the changes to the external system.

  7. Download the OMi Groovy script and documentation from ITOM Marketplace. To download the script, access the following OMi page: OMi Integration with Service Management Automation. You may need to log in with your Software Passport.

  8. Edit the script for integration with Service Management. The following table displays the parameters to be edited:

    Parameter Description Required/Optional
    SAW_TENANTID The Service Management tenant ID Required
    EXTERNAL_SYSTEM_ID The System ID of the OMi external system (which you entered when you defined the external system in Service Management). Required
    BSM_ADMINISTRATOR_LOGIN_NAME

    The default user UPN to be used for the RequestedBy property of system-generated incidents

    		 Required
    DESCRIPTION A default description used for the created incident when no description is entered for the event. Optional
    COMPLETION_CODE

    The completion code to use when posting a solution from the event to the incident. The default value is SuccessfulDiagnosis.

    		Optional
    URGENCY Defines the Severity of the incident in Service Management when the property is not specified for the event. Optional
    IMPACT_SCOPE Defines the Impact of the incident in Service Management when the property is not specified for the event. Optional
    SERVICE Defines the Service of the incident in Service Management when the property is not specified for the event. Optional
    SERVICE_DESK_GROUP Defines the Service desk group of the incident in Service Management when the property is not specified for the event. Optional
    CATEGORY Defines the Category of the incident in Service Management when the property is not specified for the event. Optional

    Use this edited script to create a new Groovy Script Adapter within OMi. For more information, refer to the OMi documentation.

  9. In OMi, define Service Management as a connected server. The outgoing connection credentials used should match the credentials of the authorized user in the external system record. The incoming connections credentials should match the credentials specified in the Endpoint Credentials Manager in step 2.

    The standard SSL ports and Service Management SSL certificates should be used for a secure connection.

  10. In OMi, configure an Event Forward Rule, which includes configuring a filter to determine which events trigger incidents in Service Management.

  11. When an incident is created, you can click a link from the event in OMi to launch Service Management and take you to the created incident. Use your Service Management credentials to log in.

    If you make a change to an incident in the Resolution metaphase in Service Management, it will be reflected in OMi. Go to the External assignment section of the General tab of the incident. Click the URL link next to the OMi remote system to launch OMi and go directly to the event. The event details should be updated.

Note For an OMi integration to work properly, the affected incidents must be in the Resolution metaphase. Further, you should check Service Management > Administration > Utilities > Integration > External Systems and ensure that you are not logged in there as the Authorized user.

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