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CA Workload Automation AE integration with ServiceNow

  • 1.  CA Workload Automation AE integration with ServiceNow

    Posted 03-18-2019 11:17 AM

    Hi, I am looking for ways to integrate CA Workload Automation AE with ServiceNow ITSM. There's one using SNMP Traps. Another one could be via Autosys event logs & ServiceNow API. I need to understand what could be the most effective and efficient one? Please elaborate a bit so that I can get clear understanding.



  • 2.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-19-2019 07:50 AM

    send the trap to servicenow and have the team cut an itsm ticket. just give them the MIB. This has been working for decades :-)



  • 3.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-21-2019 07:13 AM

    Hello,

     

    At our shop, we have used the auto_svcdesk command to integrate with SN.

    Did you explore that possibility?

     

    auto_svcdesk command:

    https://docops.ca.com/ca-workload-automation-ae/11-4-2/en/reference/ae-commands/maintain-system/auto_svcdesk-commandopen… 

     

    Have a good one,

    Tom



  • 4.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-21-2019 08:29 AM

    Thank you TomaszPodlesncy76041135 for your input. When I click the link given by you, I get a message saying "Forbidden". Can you please paste whatever's there on that page? 



  • 5.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-21-2019 09:02 AM

    auto_svcdesk Command—Open CA Service Desk Tickets

    Last update December 11, 2016

    The auto_svcdesk command lets you open CA Service Desk helpdesk tickets that are related to jobs or other actions that might occur in the CA Workload Automation AE environment. This command supplements the existing CA Service Desk integration provided by the CA Workload Automation AE scheduler component.

    Syntax

    This command has the following format:

    auto_svcdesk {-G|-J JobName}

       [-a Attribute/Value pair] [-d Description] [-i Impact] [-p Priority] [-s Severity] [-y Summary] [-L Url] [-U Username -P Password] [-C Customer] [{-usr username {-pw|pwx} password|-saml auth_artifact}] 

       [-x]

       [-?]

    • -G
      Opens a generic CA Service Desk ticket request on behalf of CA Workload Automation AE.

    • -J JobName
      Opens a CA Service Desk ticket request on behalf of a specific job defined to CA Workload Automation AE. The jobname that is specified in this option must exist in the database. The current attributes of the job do not need to employ its Service Desk attributes to send a request using this command. The various options of this command can be used to set description, impact, priority, and severity. If these options are not specified, they are set based on a pre-defined template that exists for CA Workload Automation AE in CA Service Desk.

      Note: Options -G and -J are mutually exclusive.
    • -a Attribute/Value pair
      (Optional) Defines CA Service Desk request attributes and handles values to be set in the CA Service Desk request. This flag is the behavioral equivalent of the svcdesk_attr job attribute.

      Note: If this flag is specified for a jobname CA Service Desk request, its value overrides the svcdesk_attr attribute value of the job in the database.

      Use of this option requires advanced knowledge of CA Service Desk. Contact your CA Service Desk administrator for assistance.

    • -d Description
      (Optional) Defines the message or string to be set as the description field in the CA Service Desk request. This flag is the behavioral equivalent of the svcdesk_desc job attribute.

      Note: If this flag is specified for a jobname CA Service Desk request, its value overrides the svcdesk_desc attribute value of the job in the database.
    • -i Impact
      (Optional) Specifies the impact level to assign to the CA Service Desk request. This flag is the behavioral equivalent of the svcdesk_imp job attribute.

      Note: If this flag is specified for a jobname CA Service Desk request, its value overrides the svcdesk_imp attribute value of the job in the database.
    • -p Priority
      (Optional) Specifies the priority level to assign to the CA Service Desk request. This flag is the behavioral equivalent of the svcdesk_pri job attribute.

      Note: If this flag is specified for a jobname CA Service Desk request, its value overrides the svcdesk_pri attribute value of the job in the database.
    • -s Severity
      (Optional) Specifies the severity level to assign to the CA Service Desk request. This flag is the behavioral equivalent of the svcdesk_sev job attribute.

      Note: If this flag is specified for a jobname CA Service Desk request, its value overrides the svcdesk_sev attribute value of the job in the database.
    • -y Summary
      (Optional) Defines the message or string to be set as the summary field in the CA Service Desk request. There is no job CA Service Desk attribute behavioral equivalent. The scheduler component when interfacing with CA Service Desk has a pre-defined summary, which it passes as part of the request.

    • -L Url
      (Optional) Specifies the URL of the CA Service Desk web server. If this option is not specified, the URL is obtained from the CA Workload Automation AE environment (derived from the current CA Workload Automation AE integration settings).

      Note: For more information about CA Workload Automation AE integration settings, see Configure CA Workload Automation AE to Work with Other CA Technologies Products.
    • -U username
      (Optional) Specifies a valid login identifier to access the CA Service Desk web server.

    • -p password
      Specifies the user's password.

      Notes:
      • If you specify an incorrect credential or if you do not specify a password, the utility cannot access the CA Service Desk web server.
      • If you do not specify this option, the utility uses the login credentials that are specified in the integration settings to access the CA Service Desk web server.
      • Use this option to specify user credentials that grant access to the service desk. To authenticate the command with external security, use the -usr parameter. 
    • -C Customer
      (Optional) Specifies a valid customer identifier to access the CA Service Desk web server. If this option is not specified, the customer identifier is obtained from the CA Workload Automation AE environment (derived from the current CA Workload Automation AE integration settings). 

    • {-usr username {-pw|-pwx} password |-saml auth_artifact}

      (Optional) Specifies external security credentials as follows:

      • -usr username -pw password
        Specifies a username and unencrypted password.
      • -usr username -pwx password
        Specifies a username and encrypted password.

        Note: Automated password encryption is useful if you regularly change your password or run commands embedded in scripts. The configuration utility (as_config command) lets you automate password encryption. Automated encryption may present security risks. To mitigate these risks, use the security utility (autosys_secure command) to encrypt passwords.

      •  -saml auth_artifact

        Specifies a Security Assertion Markup Language (SAML) artifact.

      Notes:

      • When CA Workload Automation AE is operating in external security mode and the unauthenticated user mode setting is STRICT, only utilities that successfully authenticate can access objects that are protected by security policy. The following conditions apply:
        • When you do not specify one of the external security command line options, the utility attempts to authenticate with cached credentials.
        • When the utility attempts to authenticate with cached credentials and no credentials are cached, the utility prompts you to specify credentials.
        • When the utility attempts to authenticate with cached credentials and the credentials are expired, the utility does not run and exits with an error.
        • When you specify the -usr option and you do not specify the -pw or -pwx option, the utility prompts you to specify a password.
        • When you specify the -pw or -pwx option but do not specify the -usr option, the utility does not run and exits with an error.
      • When CA Workload Automation AE is operating in external security mode and the unauthenticated user mode setting is EXTERNAL, access to objects is governed by security policy but authentication is not handled by the external security server. In this case, the security subsystem assigns security policy identities to all users who validate their identities using the specified external authentication system. If you are not authenticated by the external system, you have no access to objects protected by security policy and may be unable to successfully execute utilities that require access to those objects.
      • Utilities ignore command line options that specify external security authentication information and cached credentials when any of the following conditions apply:
        • The unauthenticated user mode setting is EXTERNAL.
        • CA Workload Automation AE is operating in native security mode.
    • -x
      (Optional) Displays the version number.
    • -?
      (Optional) Displays help for the command.

    Example: Open a CA Service Desk Ticket

    This example opens a CA Service Desk ticket for a job that is named ‘svcdesk_test’.

    auto_svcdesk -J svcdesk_test  

    Example: Open a CA Service Desk Ticket and Set the Priority and Impact Levels

    This example opens a CA Service Desk ticket for a job named ‘svcdesk_test’ and sets the priority level to a value of 1 and the impact level to a value of 4:

    auto_svcdesk -J svcdesk_test -p 1 -i 4

    Note: This command overrides the jobs current priority and impact, if set in the database.

    Example: Open a CA Service Desk Ticket and Set the Description

    This example opens a CA Service Desk ticket for a job that is named ‘svcdesk_test’ and sets the description to ‘This is a test’ and the urgency to a value of 5:

    auto_svcdesk -J svcdesk_test -d “This is a test” -a “urgency/urg:1104”

    Note: This command overrides the jobs current description and impact, if set in the database.

    Example: Open a CA Service Desk Ticket and Direct it to a Specific Web Server

    This example opens a CA Service Desk ticket for a job that is named ‘svcdesk_test’ and directs it to a specific CA Service Web Server named 'unisvcdesk':

    auto_svcdesk -J svcdesk_test -L  http://unisvcdesk:8080/axis/services/USD_R11_WebService

    Example: Open a CA Service Desk Ticket to Identify a Problem

    This example opens a generic CA Service Desk ticket to identify a problem with a database rollover, where the priority is 1:

    auto_svcdesk -G -y “<UAJM> DB_ROLLOVER” -d “Database rollover has occurred. Product currently running off secondary database. Primary needs to be investigated.” -p 1

    This request can be initiated from an ALARM message that is forwarded to CA NSM Event Management, where the message action to be executed is the auto_svcdesk command.



  • 6.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-21-2019 09:06 AM

    If you're going to support an installation of Autosys, I would strongly encourage you to acquire the full set of authorizations for your CA account. It will enable you to access the docops site, and much more.



  • 7.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 03-21-2019 09:21 AM

    About using auto_svcdesk command to integrate, consider the following:

    auto_svcdesk was build to interact with CA products, so with the code that's all proprietary, you won't have much control over the alert message, it's not configurable, except for enable/disable, the url, and the credentials used by the cmd.
    So, we built a webservice that acted like CA SDM and reverse-engineered the calls auto_svcdesk was making. We then could determine what was in the payload and how the interaction needs to occur with the handshake etc. Then, we built a custom listener to act like CA SDM, so when the payload is delivered, we have the code to chop it up and place the data in the appropriate SN fields.

     

    Not entirely sure what's your role in your organization, but this could be rather straightforward on your end, but would require some dev work on the SN side of things.

     

    Thanks,
    Tom



  • 8.  Re: CA Workload Automation AE integration with ServiceNow

    Posted 04-15-2019 02:55 PM

    Hi,  If you have the option turned on in Service Now (SN), you could use the email notification in AE to send an email to SN.  You basically tell SN the template of the email so it can parse it correctly.  With SP7 you can add a lot of the job detail by using variables.  SNMP traps into the SN in the cloud is not recommended by SN as far as I remember.  If the listener is on-prem then it should be OK.

     

    Regards,

    Mike