Install and Configure nsdgtw Probe

This article contains the following topics:

The nsdgtw probe provides the communication mechanism between Unified Infrastructure Manager (UIM) Server (previously known as Nimsoft Monitor Server) and Serviceaide Intelligent Service Management.

This article tells you how to install and configure the nsdgtw probe.

Overview

The UIM Service Desk Gateway (nsdgtw) enables you to create incidents from the UIM alarms. The gateway supports bi-directional synchronization of alarms and incidents.

You can use the nsdgtw probe to:

• Automatically or manually create incidents in Serviceaide Intelligent Service Management from the UIM alarms.
• Automatically acknowledge alarms in Infrastructure Manager when the relevant incident is closed.
• Test the network access to Serviceaide Intelligent Service Management.
• Test the log in session on Serviceaide Intelligent Service Management with verification of the user name and password.

When the alarms are assigned to a user, the nsdgtw probe creates an incident in Serviceaide Intelligent Service Management. When these incidents are closed, the nsdgtw probe automatically acknowledges, the corresponding alarms in the Infrastructure Manager.

In Serviceaide Intelligent Service Management, all the alarm attributes are displayed in the incident Symptom description and Symptom details fields. To view the details of an incident, double-click it.

nsdgtw Probe Installation and Initial Setup

This section describes how to deploy the nsdgtw probe and setup Serviceaide Intelligent Service Management.

nsdgtw Probe Installation

Follow these steps:

1. Open the Infrastructure Manager and select Archive.
2. Select the nsdgtw probe either locally or from the internet Archive, and drop it into Infrastructure Manager Archive.
Drag the probe and drop it on the robot where you want to deploy the probe.
3. After the probe is deployed to the robot, click the Gateway category in that robot. You see the deployed probe with a green mark next to it. The green mark indicates that the probe is running.

Next, create the UIM user from the Infrastructure Manager. See the UIM wiki for more details on creating a user.

Create a UIM User

The nsdgtw requires a UIM user for its operations. This UIM user is used only for assigning the alarms that are generated in the Infrastructure Manager.

Follow these steps:

1. Launch Infrastructure Manager.
2. In Infrastructure Manager, click Security> User Administration.
3. Right-click inside the User Administration screen and select New User. The New User dialog appears.
4. Specify the log in ID for the new user in the User field.
5. Click the Set Password button.
6. Enter the password, retype it, and click OK.
7. All other fields are optional. Click OK to create the specified new user.

Make a note of this user ID and password for later reference.

Configure Offline Management

When the Serviceaide Intelligent Service Management server is down, the nsdgtw probe halts. In such circumstances, you can use the offline management feature to manage the alarms that the probe has assigned.

When the Serviceaide Intelligent Service Management server resumes operation, the nsdgtw probe restarts. If Offline Management is enabled, the probe can identify the alarms that are assigned to the UIM User in NAS during the down-time. The probe compares the list of alarms with the list in the configuration file. The probe creates incidents for those alarm IDs that are not available in the configuration file. The incidents are displayed in the My Tickets portlet as assigned from the nsdgtw probe.

Follow these steps:

1. Hold down the Shift key and right-click the nsdgtw probe in the Infrastructure Manager.
2. On the resulting pop-up menu, select Raw Configure.
   Important! Take care when using the Raw Configure tool. This tool is similar to the Microsoft Windows registry editor and has no error checking. Ensure that any changes you make are valid, before you continue.
3. Select the setup folder.
4. Select the disable_offline_managment key and click Edit Key.
   To disable Offline Management, set the key to a value of 1.
   To enable Offline Management, set the key to a value of 0.
   Note: By default, the key is set to 1.
5. Click OK.

After you configure the settings, restart the nsdgtw probe to effect the changes.

Create Web Services Account

Serviceaide Intelligent Service Management interacts with the My Tickets portlet using a web service account. This account enables interactions between Nimsoft Alarm Server, Serviceaide Intelligent Service Management, and My Tickets portlet. This account enables UIM Alarm Server (previously known as Nimsoft Alarm Server or NAS) to create incident tickets in Serviceaide Intelligent Service Management. The account also enables creation and modification of such incidents through the My Tickets portlet.

You can create a web services account in Serviceaide Intelligent Service Management, if you don't want to use the default web services account.

Follow these steps:

1. Navigate to MANAGE, Administration, Tools, Users.
2. Create a user account with the license type of Web Services. For more information about creating users, see Manage Users.

Modify Custom Fields in Incident Ticket Template

You can use the web service account to modify the custom fields in the incident ticket templates. Serviceaide Intelligent Service Management adds alarm data as custom fields in the incident ticket templates, by default. You can view this data while viewing an incident ticket.

If you do not want to use the default data, you can configure your own custom fields. Create attributes that match alarm data and add them as custom fields in the incident ticket template.

To learn how to create attributes, see Create and Manage Attributes. Ensure that the attribute names match the fields in the alarm data.

To learn how to create a custom field template, see Create and Manage Custom Field Templates.

To learn how to modify ticket templates, see Create and Manage Catalog Items.

nsdgtw Probe Configuration

This section describes how to configure the nsdgtw probe.

Basic Configuration

To configure the nsdgtw probe, double-click the nsdgtw entry in the Infrastructure Manager. The gateway configuration interface is launched.

After the configuration is complete, click the Apply button.

The nsdgtw configuration interface has the following fields:

Assigning Values to Custom Fields

To assign values to custom fields in Infrastructure Manager:

1. Right-click the required alarm.
2. Select the Select Custom Field option from the pop-up.
3. Point at Select Custom Field. Five custom fields appear.
4. Select the field to which you want to assign the value. The Set Custom Field Value dialog appears.
5. Enter a value and click OK.