RE: NetView and Remedy ARS Integration...

By popular demand, the template is attached. Some notes:
 
1) The userid "netview" (or whatever account you want to use) must be
defined to Remedy.
2) Some of the fields in the template are required, others are optional. I
don't remember for sure which are required.
3) The "#AR-Message-Begin" is required and must be the first line, the
"#AR-Message-End" is required and must be the last line. All other lines
beginning with "#" are treated as comments.
4) The sequence of lines between the "Begin" and the "End" lines does not
matter.
5) The spacing of the text does not matter, I have indented only to make it
a bit more readable.
6) For fields which have numbers in between exclamation points it is the
numbers (not the descriptive text to the left of the numbers) which are
important. These numbers identify the fields to Remedy.
 
Again, the armaild daemon on the Remedy server is optional so it may not be
running on your Remedy server. By default it will process email for the
ARSystem account. I am also attaching a sample config file for armaild which
overrides some of the defaults to:
 
1) Change the default ARSystem account to some other account.
2) Specify an account to send email to (failure or success). This is good
for debugging. Once you get everything working well you may want to just
dump these emails.
3) Set the poll interval to 60 seconds. I forget the default but it is
something like every 15 minutes.
 
Good luck!

 <<remedy.txt>>  <<armaild.txt>> 

Blaine Owens
Eastman Chemical Company
Phone - (423)-229-3579
Fax - (423)-229-1188
bowens AT eastman DOT com

> -----Original Message-----
> From: Jeff W [SMTP:jeffw411 AT hotmail DOT com]
> Sent: Friday, April 28, 2000 10:18 AM
> To:   nv-l AT tkg DOT com
> Subject:      RE: [NV-L] NetView and Remedy ARS Integration...
> 
> Blaine,
> Could you share you templete with the rest of the group. I also have
> Remedy 
> and NetView but neither intergrated at this time.
> Thanks,
> Jeff W.
> Lockheed Martin
> 
> 
> >From: "Owens, Blaine C" <bowens AT eastman DOT com>
> >Reply-To: IBM NetView Discussion <nv-l AT tkg DOT com>
> >To: "'IBM NetView Discussion'" <nv-l AT tkg DOT com>
> >Subject: RE: [NV-L] NetView and Remedy ARS Integration...
> >Date: Fri, 28 Apr 2000 08:58:51 -0400
> >
> >It's headed your way. Good luck!
> >
> >Blaine Owens
> >Eastman Chemical Company
> >Phone - (423)-229-3579
> >Fax - (423)-229-1188
> >bowens AT eastman DOT com
> >
> > > -----Original Message-----
> > > From:     Gord Michaels [SMTP:gord_michaels AT hotmail DOT com]
> > > Sent:     Friday, April 28, 2000 8:29 AM
> > > To:       nv-l AT tkg DOT com
> > > Subject:  RE: [NV-L] NetView and Remedy ARS Integration...
> > >
> > > Thanks a million!
> > >
> > > I would really appreciate that template. I am going to try it out
> soon.
> > >
> > > Thanks again!
> > >
> > > Gord.
> > >
> > >
> > > >From: "Owens, Blaine C" <bowens AT eastman DOT com>
> > > >Reply-To: IBM NetView Discussion <nv-l AT tkg DOT com>
> > > >To: "'IBM NetView Discussion'" <nv-l AT tkg DOT com>
> > > >Subject: RE: [NV-L] NetView and Remedy ARS Integration...
> > > >Date: Thu, 27 Apr 2000 15:42:20 -0400
> > > >
> > > >The arnvd daemon was installed from a Remedy supplied CD. I still
> have
> > > the
> > > >manual which is titled "Action Request System Accessories - Network
> > > >Management Integration Guide". It also installs arnvui which is the
> gui
> > > for
> > > >setting up the trap to trouble ticket mapping and definitions. Unless
> I
> > > am
> > > >mistaken this comes standard with Remedy, someone correct me if I am
> > > wrong.
> > > >When we were using this option it worked well and consumed
> suprisingly
> > > >little system resources.
> > > >
> > > >For the email option, yes we fire off a script which sends an email
> to 
> >a
> > > >specific SMTP account on the Remedy Server. The armaild daemon on the
> > > >Remedy
> > > >server periodically process mail for this account and generates
> Remedy
> > > >tickets based upon the contents of the email message. The armaild is
> > > >optional so does not normally get started. You need to add statements
> 
> >to
> > > >the
> > > >Remedy start-up script to start it. I also modified the config file
> for
> > > the
> > > >daemon to process the mail once every minute so the tickets are
> pretty
> > > >timely.
> > > >
> > > >You may use either of these options or both. Both our Remedy server
> and
> > > our
> > > >NetView server are AIX so I'm pretty familiar with what is set up on
> > > each.
> > > >If you decide to try out the email option let me know - I can send
> you 
> >an
> > > >example template of information to send in the body of the email 
> >message.
> > > >
> > > >Blaine Owens
> > > >Eastman Chemical Company
> > > >Phone - (423)-229-3579
> > > >Fax - (423)-229-1188
> > > >bowens AT eastman DOT com
> > > >
> > > > > -----Original Message-----
> > > > > From: Gord Michaels [SMTP:gord_michaels AT hotmail DOT com]
> > > > > Sent: Thursday, April 27, 2000 3:17 PM
> > > > > To:   nv-l AT tkg DOT com
> > > > > Subject:      RE: [NV-L] NetView and Remedy ARS Integration...
> > > > >
> > > > > Thanks for the response...
> > > > >
> > > > > Regarding the first option:
> > > > >
> > > > > Where does this arnvd daemon come from? I have never heard of this
> > > >before.
> > > > >
> > > > > Is it a part of NetView natively??
> > > > >
> > > > > Regarding the second option:
> > > > >
> > > > > When you receive a trap on NetView, which you would like to send
> to
> > > > > Remedy,
> > > > > how do you initiate an email from the NetView server? Do you fire 
> >off
> > > a
> > > > > script upon receiving the trap which generates a standard SMTP
> email
> > > >with
> > > > > whatever data you want? The trap itself is discarded?
> > > > >
> > > > > Any info appreciated.
> > > > >
> > > > > Sincerely,
> > > > >
> > > > > Gord Michaels.
> > > > >
> > > > >
> > > > >
> > > > > >From: "Owens, Blaine C" <bowens AT eastman DOT com>
> > > > > >Reply-To: IBM NetView Discussion <nv-l AT tkg DOT com>
> > > > > >To: "'IBM NetView Discussion'" <nv-l AT tkg DOT com>
> > > > > >Subject: RE: [NV-L] NetView and Remedy ARS Integration...
> > > > > >Date: Thu, 27 Apr 2000 14:03:58 -0400
> > > > > >
> > > > > >Gord, we have done so. There are two ways to implement this -
> > > > > >
> > > > > >1) you can run a daemon (arnvd) on your NetView server. There is
> a
> > > gui
> > > > > >which
> > > > > >allows you to define which traps open Remedy tickets and allow
> you 
> >to
> > > > > >specify some of the fields to populate in the tickets. Traps
> which
> > > are
> > > > > not
> > > > > >defined thus are ignored.
> > > > > >
> > > > > >2) you can run the optional armaild daemon on the Remedy server
> and
> > > >open
> > > > > >Remedy tickets via email.
> > > > > >
> > > > > >We have used both but now use the second option exclusively
> because
> > > it
> > > >is
> > > > >
> > > > > >so
> > > > > >much more flexible. For example, I can populate any field of my
> > > >choosing
> > > > > >using this method, even custom fields which are not part of the
> > > >standard
> > > > > >Remedy selection set. Also, we can use email from ANYWHERE, not 
> >just
> > > > > >NetView. We can send email from any system to automatically open
> > > Remedy
> > > > > >cases whether they know anything about SNMP traps or not (IBM
> > > >mainframes,
> > > > >
> > > > > >NT
> > > > > >servers, Microsoft Outlook, etc.). All of our operations staffs 
> >rely
> > > > > >heavily
> > > > > >on this for automatic trouble ticketing.
> > > > > >
> > > > > >Good luck!
> > > > > >
> > > > > >Blaine Owens
> > > > > >Eastman Chemical Company
> > > > > >Phone - (423)-229-3579
> > > > > >Fax - (423)-229-1188
> > > > > >bowens AT eastman DOT com
> > > > > >
> > > > > > > -----Original Message-----
> > > > > > > From:     Gord Michaels [SMTP:gord_michaels AT hotmail DOT com]
> > > > > > > Sent:     Thursday, April 27, 2000 11:55 AM
> > > > > > > To:       nv-l AT UCSBVM.ucsb DOT edu
> > > > > > > Subject:  [NV-L] NetView and Remedy ARS Integration...
> > > > > > >
> > > > > > > Hello All.
> > > > > > >
> > > > > > > Does anyone have Tivoli NetView integrated with Remedy ARS ??
> > > > > > > If so, what configuration must be done on the NetView side??
> > > > > > > Does it work well??
> > > > > > > Is it just event forwarding?? I would not want all traps to be
> > > sent,
> > > > > >just
> > > > > > > specific ones. How is this done??
> > > > > > >
> > > > > > > Any info appreciated.
> > > > > > >
> > > > > > > Sincerely,
> > > > > > >
> > > > > > > Gord Michaels.
> > > > > > >
> > > > >
> > >
> ________________________________________________________________________
> > > > > > > Get Your Private, Free E-mail from MSN Hotmail at
> > > > > http://www.hotmail.com
> > > > > > >
> > > > > > >
> > > > >
> > > >
> > > 
> >
> >_________________________________________________________________________
> > > > > > >
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> >
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> >
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remedy.txt
Description: Text document
armaild.txt
Description: Text document