Customizing the EIM solution

To configure UNIX System Services to work with the EIM solution

1. Make a copy of the JCL found in HLQ.BBSAMP(ARLODHFS) in your private libraries, where HLQ is your site's high-level qualifier.
2. Edit the JOB statement to comply with your site standards.
3. Edit the SET statement with a valid file name prefix.

4. (optional) In the BBPARM member AISCFG00 configuration parameters, adjust the USS directory structure, if needed.

   Tip

   The next step provides details about making changes in AISCFG00.

5. Submit the job.

To edit parameters in BBPARM member AISCFG00

1. Make a copy of AISCFG00.
2. Add the member to the UBBPARM data set concatenation of your BMC AMI Ops Automation PAS JCL.

3. Review and edit the parameters listed in the following table to define the AR Remedy system and the EIM solution requirements in HLQ.UBBPARM(AISCFG00):

   Note

   The AISCFG00 member includes additional parameters that are not shown in this table. Do not change the values of those additional parameters. Edit only the parameters shown in the table.

   When entering values, remember that they are case sensitive.

   Command	Function
   common:timezone=value	(optional) Specifies the time zone to use The default is the time zone in which the IBM z/OS system is running. You can override this value. Example common:timezone=GMT-6 Note If you specify a time zone, you must manually edit the value when going to, or from, Daylight Saving Time (DST).
   ARService:*:host=hostName	Specifies the fully qualified domain name or internet protocol (IP) address of the Remedy Web Services (WS) server Example ARService:*:host=myRemedy.myCompany.com
   ARService:*:port=portName	Specifies the port number of the WS server Example ARService:*:port=8080 Note The Remedy port number is usually defined at 8080.
   ARService:*:server=serverName	Specifies the Remedy WS server name This is usually the name of the server. Example ARService:*:server=myRemedy
   ARService:*:user=userName	Specifies the Remedy user ID that EIM uses to establish the connection to Remedy
   ARService:*:password=password	Specifies the Remedy user ID password that EIM uses to validate the connection to Remedy
   ARService:*:authentication=name	Specifies the authenticator You can use a NULL value, or you can specify ARSystem.
   ARService:*:AXIS2_HOME=homeDirectoryAddress	Specifies the home directory for the AXIS2 XML specified in the ARLODHFS job in HLQ.BBSAMP. Example ARService:*:AXIS2_HOME=HFS:/var/bmcuim/v540/aisz/axis2c/client
   AISCFG_Info= YES | NO	YES specifies that during initialization, messages that display information about AISCFGxx will be logged.  When YES is specified, messages EM03010I, EM03011I, and EM03012I are written to the BBI journal during initialization.

To edit parameters in BBPARM member EIMCFG00

1. Make a copy of EIMCFG00.
2. Add the member to the UBBPARM data set concatenation of your BMC AMI OpsA PAS JCL.

3. Review and edit the parameters shown in the following table to customize the parameter values in HLQ.UBBPARM(EIMCFG00).Continuation lines are not supported.

   Note

   The EIM solution uses the information provided in EIMCFG00 to generate variables in the BMC AMI OpsA SHARED variable pool. By default, the EIM solution creates all of its SHARED variables with a prefix of TK. (If you use the TK prefix for SHARED variables, you can change the prefix in the next step.)

   Command	Function
   Parmlib=parmFileName	Specifies the DD name and member name of the AISZ configuration member Example Parmlib='DDN:BBIPARM(AISCFG00)'
   User=userName	Specifies the Remedy user ID that EIM uses to establish the connection to Remedy Note This value overrides the ARService:*:user=userName value that is specified in the AISZ AISCFGnn member.
   Password=password	Specifies the Remedy user ID password that EIM uses to validate the connection to Remedy Note This value overrides the ARService:*:password= password value that is specified in the AISZ AISCFGnn member.
   Company=companyName	Specifies your company name that is defined in Remedy and that EIM will use to assign tickets This parameter is required.
   Notes=value	Specifies what to put in the Notes field of the ticket This parameter is optional. Example Notes='&AMFTEXT' Notes='Ticket generated by z/OS'
   Categorization_Tier1=value Categorization_Tier2=value Categorization_Tier3=value	Specifies the operational category tiers that EIM assigns to the ticket. You can use these tiers to preassign the ticket to Help desk users. The tiers specified must be defined in Remedy. Example Categorization_Tier1='Event' Categorization_Tier2='z/OS' Categorization_Tier3=''
   HPD=name	Specifies the configuration management database (CMDB) configuration item (CI) name that is impacted by the tickets Note If the HPD_CI field is set to NULL and the BMC Discovery for z/OS product is connected to BMC AMI OpsA via the shared VSAM file, the EIM solution assigns the CI name associated with the events address space if discovered.
   Product_Category_Tier1=tierNumber Product_Category_Tier2=tierNumber Product_Category_Tier3=tierNumber Product_Model_Version= modelNumber Product_Name=name Manufacturer=name	Specifies the CMDB CI name that is impacted by this ticket Note Remedy automatically completes these fields, using CI information from the CMDB, provided that: The HPD_CI field contains the CI name obtained from BMC Discovery for z/OS. The discovered CI exists in the CMDB.
   UrgencyCritical=value UrgencyMajor=value UrgencyMinor=value UrgencyWarning=value UrgencyInformational=value UrgencyClearing=value	Specifies the urgency values for the ALERT You can change the AMFPRIOR to Remedy Urgency translation table to fit your requirements. Valid urgency values are: 1 (Critical) 2 (High) 3 (Medium) 4 (Low) The following list contains the default definitions: UrgencyCritical='1-Critical' UrgencyMajor='2-High' UrgencyMinor='3-Medium' UrgencyWarning='3-Medium' UrgencyInformational='4-Low' UrgencyClearing='4-Low'
   ImpactCritical=value ImpactMajor=value ImpactMinor=value ImpactWarning=value ImpactInformational=value ImpactClearing=value	Specifies the impact values for the ALERT You can change the AMFPRIOR to Remedy Urgency translation table to fit your requirements. Valid urgency values are: 1 (Extensive/Widespread) 2 (Significant/Large) 3 (Moderate/Limited) 4 (Minor/Localized) The following list contains the default definitions: ImpactCritical='1-Extensive/Widespread' ImpactMajor='2-Significant/Large' ImpactMinor='3-Moderate/Limited ImpactWarning='3-Moderate/Limited' ImpactInformational='4-Minor/Localized' ImpactClearing='4-Minor/Localized'

To set up EIM Rules (optional)

1. Review the EIM solution Rules (shown in the following table), and enable or disable Rules based on how you want the solution to handle Remedy tickets.

   Rule name	Description
   TKCREATE	Creates a ticket when the ALERT is added The TKCREATE Rule is defined with a match limit criteria that results in this Rule being suspended when the rate is greater than 10 messages per 60 seconds.
   TKFAIL	Writes a journal message if a high number of create message requests occur The TKFAIL Rule fires when the TKCREATE Rule is suspended.
   TKESCAL	Updates the ticket when the ALERT is escalated If you do not want EIM to update the Remedy tickets when an ALERT is escalated, disable the TKESCAL Rule.
   TKRESOLV	Resolves the ticket when the ALERT is deleted (default setting) If you prefer that EIM close the ticket instead of resolving it, disable TKRESOLV and enable TKCLOSE. If you do not want EIM to modify the status to Resolved, disable TKRESOLV. Note You can have either TKRESOLVE or TKCLOSE enabled, but not both. If one is enabled, the other should be disabled.
   TKCLOSE	Closes the ticket when the ALERT is deleted By default, the TKCLOSE is disabled to allow EIM to set the status of Remedy tickets to Resolved. To have EIM close the ticket, disable TKRESOLV and enable TKCLOSE. If you do not want EIM to change the status to Closed, disable TKCLOSE. Note You can have either TKRESOLVE or TKCLOSE enabled, but not both. If one is enabled, the other should be disabled.
   TKLOG	Logs Atrium Integrated Services for z/OS (AISZ) errors to the BMC AMI OpsA Journal

2. If you use the TK prefix for SHARED variables for your existing automation, edit each of the following Rules to use a different prefix:

   Note

   The EIM solution uses SHARED variables and, by default, the SHARED variables use prefix TK.

   • TKCREATE
   • TKESCAL
   • TKRESOLV
   • TKCLOSE

   On the A1 (Action Specification(s) I) panel for each Rule, change TK to a different prefix with the PREF( ) parameter. The following shows an example of changing the TK prefix to ITKT:

    * EXEC Name/Parms ==> PRI(S):QAOINCDT PREF('ITKT') . . . . .

3. If you want to change the name that EIM uses for the ALERT queue name (ITICKET), change it by editing each of the following Rules in Rule Set AAORULTK:

   • TKCREATE
   • TKFAIL
   • TKESCAL
   • TKRESOLV
   • TKCLOSE

   On the S1 (Selection Criteria) panel for each Rule, change ITICKET to the new ALERT queue name. The following shows an example of changing the ALERT queue name from ITICKET to REMEDY:

    Queue    ===> REMEDY                   Alert Queue