Integrating HP Service Manager

This section describes how to integrate the HP Service Manager product with the Service Desk component of IBM Control Desk.

About this task

The following table lists the installation and configuration tasks required to integrate HP Service Manager with Control Desk. The supported version of HP Service Manager is 9.20.

Step Task Description
Step 1 Install the prerequisite software:
  • Control Desk 7.5
  • HP Service Manager 9.20
  • Tivoli Directory Integration 9.20
 Refer to the Installing section of the information center for instructions on how to install IBM Control Desk for Service Providers. When you install the Control Desk, an integration module for HP Service Manager is automatically installed on the same computer.

Refer to the HP Service Manager documentation for instructions on how to install the HP Service Manager components.

Refer to chapter 2 of this integration guide for information on installing Tivoli Directory Integrator 7.1.0.3.
Step 2 Use the Control Desk product interface to configure your HP Service Manager integration:
  • Update system properties to enable Maximo Enterprise Adapter (MEA) objects to work correctly.
  • Generate an XML schema for object structures used by the Service Desk component of Control Desk.
 The Maximo Enterprise Adapter (MEA) is a component on the Control Desk server that is used as a two-way communications interface between the Service Desk component of the Control Desk and Tivoli Directory Integrator (TDI).

An object structure consists of one or more records that develops its XML content from a particular object. You must generate an XML Schema Definition (XSD) to define the legal XML elements for each of the object structures used by Service Desk component of the Control Desk.
Step 3 Configure your HP Service Manager installation. Refer to the HP Service Manager documentation for instructions on how to configure the HP Service Manager components.
Step 4 Configure the IBM Tivoli Directory Integrator (TDI) installation:
  • Configure the mxe.properties file to reflect the configuration/credential values.
  • (Optional) Configure secure (SSL) communication between the Control Desk server and the Tivoli Directory Integrator (TDI).

Tivoli Directory Integrator (TDI) is used as a communications interface between HP Service Manager and the Control Desk.
Note: During the integration process it is essential to ensure the integrity of the HP Service Manager database. Fields that fail HP Service Manager-configured validation/business logic will cause errors during the HP Service Manager Integration runtime. If errors are encountered during HP Service Manager Integration execution, unpredictable results will be reflected in the Control Desk.
  • Configuring your Control Desk installation
    The following topics describe how to configure your Control Desk installation.
  • Configuring your HP Service Manager installation
    This section describes the configuration tasks you must perform in your HP Service Manager installation to enable the integration with Control Desk, and to prevent conflicts between ticket records.
  • Installing Tivoli Directory Integrator (TDI)
    Use the TDI installation program provided with the Control Desk Integration Toolkit to install a TDI environment that supports the integration of HP Service Manager.
  • Editing the mxe.properties file
    Edit the mxe.properties file on the TDI server to identify the location of the HP Service Manager server and to specify a login user that the TDI server can use for authentication to the Control Desk HP Service Manager servers.
  • Configuring SSL communication between the Control Desk and TDI servers
    To configure secure (SSL) communication between the Control Desk and TDI servers, import the Control Desk certificate to a keystore in your TDI environment and reference the keystore from the solution.properties file.
  • Starting the TDI servers
    Complete the following steps to start each of the TDI servers in your environment. Do not start the TDI servers if you have not completed configuration of the Control Desk or the HP Service Manager.
  • Configuring operational management products
    Control Desk provides a user interface in the Logical Management Operations application where you can configure operational management products (OMPs).

What to do next

By default the HP Service Manager Integration is configured to run once an hour, on the hour (For example, 2:00pm, 3:00pm). It is important to configure the time interval so that the initial result returned by HP Service Manager has sufficient time to be created in the Maximo® database before the next run. Should the initial run not be complete by the time the next run starts, unpredictable results will be reflected in the Maximo database.

For example:
  1. By default HP Service Manager Integration is configured to run once an hour, on the hour.
  2. You set the default.hpsm.query.start.time and default.last.execution.date.Maximo_ESD values in mxe.properties to values that will return a HP Service Manager result set of several thousand records.
  3. For a result set of this size, one hour is not enough to complete the synchronization effort and this value must be increased.
  4. After the initial result has been created/updated in Control Desk, the time interval can be adjusted back to one hour or less.
To adjust the HP Service Manager Integration time interval:
  1. Open the Tivoli Directory Integrator (TDI) Configuration Editor.
  2. Select File->Open TDI configuration file.
  3. Navigate to the TDI working directory specified during TDI installation.
  4. Select the HPSM.xml file. Ensure that the Linked file checkbox is selected. Click Finish.
  5. Specify a project name. Click Finish.
  6. Expand the project you just created and then expand AssemblyLines.
  7. Select HPSMTimer. Select HPSM in the right hand pane.
  8. Adjust the cron values in this window to reflect the desired run time interval.
  9. After the initial record synchronization is complete, return to this window and reset the desired interval. Default is 'Minutes:00'.
Parent topic: Integrating with other products

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