CA Spectrum integration with ServiceNow using NIM customization

[Waseem Siddiqui]

Hi community,

We have done integration of Spectrum 21.2.8 with serviceNow Rome version and it is working fine, without using the MID server. Now we need to do some customization using NIM, for example we have set the attribute value of USER_AssettDescription to "Circuit" and we want to pass this vale to ServiceNow using NIM but it is not working. Would appreciate if someone can help. Basically the target is to set vale of some monitored models to "circuit" and pass it to serviceNOw that it is circuit to use specified configuration there.

Regards,

Waseem

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[Catalin Farcasanu]

That was the reason for me to move away for using provided NIM to a custom solution. There's little to none documentation on how this integration to be changed. No matter if it specified in the documentation, most of the times I found it hard to make it working. 

I ended up with a custom menu that would trigger the incident creation and the associated alarm/model attributes to be passed as parameters when opening the ticket manually from OneClick.

For the automated creation of tickets, I used an AlarmNotifier instance configured and filtering using SANM to create only for specific alarms/devices/filters tickets and skipped altogether the default NIM.

At least you have control on what you're changing and testing. 

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

Hi Catalin,

We are also using SANM for auto incidents for the same integration and it is working as required, but with CA SD integration I was using service-desk-ticket-config.xml for different customization but as per Ca support that file cannot be used with ServiceNow and the customization should be done via NIM, how can I do that? I was using that file and based to certain criteria was using different problem type in Ca SD, now how to achieve that with ServiceNow. For example, I want to use USER_AssettDescription attribute for some CI value set to "ABC" and want to transfer this value to ServiceNow how to do that?

Regards,

Waseem

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[Catalin Farcasanu]

Well, get the value for the attribute and script it out as parameter for the REST to open a ticket. 

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

Hi Catalin,

I would appreciate any support for this, not very much familiar with this type of customization

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[Catalin Farcasanu]

This is described in the AlarmNotifier configuration. This explains how to pass attributes to AlarmNotifier scripts. You need to modify those to match the criteria that you need, based on the list of attributes that you're passing to the scripts.

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

Hi Catalin,

Thanks for the link, I tried to user USER_AssettDescription 0x12c03 and added it to .alarmrc and ServiceDeskSetscript but still it is not print the value, wpul appreciate if you can help

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[Catalin Farcasanu]

You need to restart the AlarmNotifier instance once you modify .alarmrc to add additional attributes, either as environment variables or as parameters. 

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

 Hi Catalin,

I am restarting the processd every time but the value is coming as empty.

Regards,

Waseem

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[Catalin Farcasanu]

You can stop the AlarmNotifier tichet and start it manually with trace enabled.

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[nmsadmin@spectrum Notifier]$ ./AlarmNotifier -h
Usage: AlarmNotifier [-r <resource file>] [-n <application>]
       [-tl summary|details [-tn <trace file>] [-ts <size>]]
[nmsadmin@spectrum Notifier]$ 

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AlarmNotifier -r /pathto/.alarmrc -tl details -tn trace.out -ts 100

You either have some typos in the .alarmrc file or some in Set/Clear/Update scripts. That is, assuming that you followed exactly the steps in the provided example.

You can trace the scripts by adding -x in the #/bin/bash to see exactly what is happening. You have to consider also, that the attribute USER_AssettDescription has a distinct value for each existing model. So if you see an alarm for an interface, the model of that one should have the attribute set to the required value. The device might have it, but the port will have to have the value set.

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

Hi Catlin,

Thank for the tip, enabled the debug and trace but still no clue?

Regards,

Waseem

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[Catalin Farcasanu]

Validate USER_AssettDescription attribute for the models with the alarms.

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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[Waseem Siddiqui]

I am still stuck at this point. Assume someone from community can guide properly

Regards,
Waseem

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[Catalin Farcasanu]

You had plenty of guidance. Ask someone to do the job for you.

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Cătălin Fărcășanu
Senior Consultant
SolvIT Networks
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