Configuring additional fields to create incidents with custom information

By default, some general fields are used for creating incidents based on events in TrueSight Infrastructure Management. With version 11.3.02 of TrueSight Infrastructure Management, in addition to general fields, you can extend your system capabilities by configuring additional custom fields to be included in incidents. These custom fields can help you define additional information in the incidents that can be useful in resolving issues more quickly and efficiently. 

Note

The default log pruning parameters and the ability to configure those parameters is available only from version 11.3.02 of the product.

Perform the following tasks to configure custom fields:

Step 1: Perform the prerequisite tasks

Ensure that the following requirements are met:

  1. Ensure that TrueSight Infrastructure Management is upgraded to version 11.3.02 or later and integrated with Remedy ITSM.
  2. Ensure that the SDIG service is enabled on the Infrastructure Management server. 

Step 2: Add the custom form fields and map them with appropriate web service fields

  1. Go to the Remedy AR System server and log on to Remedy Developer Studio.
  2. In the AR System Navigator (on the left), expand serverName> All Objects.
  3. Double-click Forms. 
  4. Expand the Filtering Options panel on the right and search for the HPD:ServiceInterface form.
  5. Double-click on the resulting HPD:ServiceInterface form name to open it. 

  6. Create new fields with appropriate names. These field names will be displayed in the incidents later.

    1. Right-click on the form, select Create a New Field > In Current View, and select an appropriate element. 

    2. In the Properties section on the right, provide required details such as an appropriate name for the element selected.

      Example

      Suppose you created a new field, with the Character element. In the Properties section, under Display attributes, you can provide the name, "SeverityNew" as a value of the Label property.

    3. Right-click on the form and select Save.
      If you see the following message, click OK.
      You have specified an id for following fields which is outside the BMC reserved range. Do you wish to continue?

    For more information, see Creating and managing fields. 

  7. In the AR System Navigator (on the left), expand serverName> All Objects.
  8. Double-click Web Services. 
  9. Expand the Filtering Options panel on the right, and search for the HPD_IncidentServiceInterface web service.
  10. Double-click on the resulting HPD_IncidentServiceInterface web service to open it. 
  11. Expand WSDL Ports > Port > WSDL Operations > Create Operation Process_Event.

  12. Define element fields and map them with the form fields created in step 6.

    1. Under the Input Mapping table, right-click the ROOT XML data type, and select New > Element > Field.
    2. At the end of the table, under the XML Data Type column, locate and click the New Field Element entry, and add an appropriate name to identify the web service field.
    3. In the row corresponding to the new field, under the Form/Field column, click the ellipsis button (...) to open the Field Selector dialog box. 

    4. Ensure that the HPD:ServiceInterface form is selected. Select the form field (created in the earlier step) to map it with the web service element field.

      Example

      Suppose you named the web service element field as "WSField".

      You need to map "WSField" with the form field, "SeverityNew" created in the earlier step.

    5. Save the changes.

    For more information, see Forms and field mappings for web services.

  13. For each custom field created, add a field on the HPD:Helpdesk form and create a workflow to map the attribute created on the HPD:ServiceInterface form (refer to step 6). For more information, contact BMC Support.

Step 3: Verify that the new fields configuration is successful

Open the URL, http://<ARServerHostName>:<ARMidtierServerPort>/arsys/WSDL/public/<ARServerHostName>/HPD_IncidentServiceInterface.

For example, http://aus-host:8080/arsys/WSDL/public/aus-host/HPD_IncidentServiceInterface. 

Verify if the web service fields added are displayed. If not, flush the cache on the AR System server console in the following way:

  1. Open the URL, http://<ARServerHostName>:<ARMidtierServerPort>/arsys/shared/config/config.jsp.
    For example, http://aus-host:8080/arsys/shared/config/config.jsp.
  2. Click Flush Cache.

Step 4: Configure the custom field details on TrueSight Infrastructure Management

  1. Stop the SDIG service.

  2. Generate the stub so that Infrastructure Management can consume the custom fields correctly:

    1. Ensure that JDK 1.8 or later is installed on the Infrastructure Management server and the path environment variable is already set. 
    2. Navigate to <installationDirectory>\pw\integrations\EventIntegrator and open the command prompt.
    3. Run the following command:
      generateStub <JDKinstallationLocation> <ARServerHostName> 
      In the following command, the following definitions apply:

      • <JDKinstallationLocation> refers to the complete JDK location path. If the JDK location path contains a space, enclose it with double quotes.
      • <ARServerHostName> refers to the fully qualified host name of the Remedy AR System server.
    1. Verify if the latest timestamp shows for the <installationDirectory>\pw\integrations\EventIntegrator\lib\stub\stub.jar file.
  3. Configure the custom field details in the DefaultMapping.map file:
    1. Open the DefaultMapping.map file located at <installationDirectory>\pw\integrations \ibrsd\conf.

    2. Under the MapName=BEMUseCaseNEW function, add a mapping of the web service custom fields and the Infrastructure Management slot names in the format, WebServiceFieldName=SlotName.
      The following example highlights the mapping of custom web service fields and slot names.

      Example of web service field mapping with slot names

      MapName=BEMUseCaseNEW
      CopySource=FALSE             #Copy contents of all the slots from source to destination before any translation
      #SourceClass=
      #DestinationClass=
      Description=Mapping for BEM Use Case New Event
      Enable=TRUE
      {

         CustomWebServiceField1=Slot1

      CustomWebServiceField2=Slot2

      Short_Description=slot.msg
      Component_ID=slot.mc_smc_id
      Service_ID=slot.mc_smc_effects
    3. Save the file.
  4. Configure the custom field details in the IBRSD.conf file:
    1. Open the IBRSD.conf file located at <installationDirectory>\pw\integrations\ibrsd\conf. 
    2. Locate the property, CustomStubFields and add the web service field names as a comma-separated list of values.
      For example, CustomStubFields=WebServiceField1, WebServiceField2.
    3. Save the file.
  5. Start the SDIG service.

Step 5: Verify if the custom fields are successfully added on TrueSight Infrastructure Management

You can verify if the custom fields are successfully added on TrueSight Infrastructure Management by checking if those fields are present in the Event Integrator debug logs.

To do this, you need to perform the following steps to enable the EventIntegratorDebug.log.

  1. Navigate to the following location:
    • (Windows)TSIMinstallationDirectory\TrueSight\pw\integrations\EventIntegrator
    • (Linux)TSIMinstallationDirectory/usr/pw/integrations/EventIntegrator

  2. Edit the eventIntegrator_log4j.properties file, locate the following properties and replace "INFO" with "DEBUG".

    Properties that need to be changed

    log4j.logger.com.bmc.sas.ei=INFO,eventIntegrator

    log4j.logger.com.bmc.sas.ngp=INFO,eventIntegrator

    log4j.logger.org.apache=INFO,eventIntegrator

    log4j.logger.com.bmc.bppm.service=INFO,eventIntegrator

    Changed properties example

    log4j.logger.com.bmc.sas.ei=DEBUG,eventIntegrator

    log4j.logger.com.bmc.sas.ngp=DEBUG,eventIntegrator

    log4j.logger.org.apache=DEBUG,eventIntegrator

    log4j.logger.com.bmc.bppm.service=DEBUG,eventIntegrator

  3. Restart the SDIG service.
  4. Navigate to the following location:
    • (Windows)TSIMinstallationDirectory\TrueSight\pw\integrations\EventIntegrator/logs
    • (Linux)TSIMinstallationDirectory/usr/pw/integrations/EventIntegrator/logs
  5. Open the EventIntegrator.log and check if the custom fields created are present in the log.

 

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