This step is performed for the integration of Service Health with HP Service Manager and the integration of Problem Isolation with HP Service Manager. Do not perform this step for the integration of HP Service Manager with Service Health if you already performed it for the integration of HP Service Manager with Problem Isolation. This step enables the display of incidents and changes in the 360° View page. For details, click Changes and Incidents Tab in Using Service Health .

You configure the HP Service Manager Adapter to federate Universal CMDB data with HP Service Manager CMDB data. For details on this topic, see "Federate BSM and HP Service Manager Data"

The core unload file includes the basic logic of the integration with BSM integration.

Import the core unload file as follows:

1. In HP Service Manager, click Menu Navigation > Tailoring > Database Manager.
2. Left-click the detail button and select Import/Load.
   
3. In the HP Service Manager File Load/Import, click Specify File to locate the appropriate file:
   <zip file>\SM_unloads\SM7.0\smbac_core_sm7.02.unl
4. In the Import Descriptor box, enter the description.
5. In the File Type list, select winnt.
6. Select a display option.
7. Click Load FG to start loading.

The core unload file includes the basic logic of the integration with BSM integration.

1. Import the core unload file as follows:
2. In HP Service Manager, click Menu Navigation > Tailoring > Database Manager.
3. Left-click the detail button and select Import/Load.
   .
4. In the HP Service Manager File Load/Import, click Specify File to locate the appropriate file:
   <zip file>\SM_unloads\SM7.1\smbac_core_sm7.10.unl
5. In the Import Descriptor box, enter the description.
6. In the File Type list, select winnt.
7. Select a display option.
8. Click Load FG to start loading.

This step describes how to import the smbac_out-of-boxXXX.unl file (where XXX represents different versions) to create the default configuration.

Note: You can also perform the equivalent procedure manually. For details, see "Manually Install Out-of-Box Unload".

1. In HP Service Manager, click Menu Navigation > Tailoring > Database Manager.
2. Left-click the detail button and select Import/Load.
3. In the HP Service Manager File Load/Import page, click Specify File to locate the appropriate file. The file is loaded via the file browser. It is located at:
   <zip file>\SM_unloads\SM7.0\smbac_out-of-box_sm7.02.unl
4. Enter the description in the Import Descriptor box.
5. Select winnt in the File Type list.
6. Select a display option.
7. Click Load FG to start loading.

After the deployment, the following components are affected as follows:

This step describes how to import the smbac_out-of-boxXXX.unl file (where XXX represents different versions) to create the default configuration.

Note: You can also perform the equivalent procedure manually. For details, see "Manually Install Out-of-Box Unload".

1. In HP Service Manager, click Menu Navigation > Tailoring > Database Manager.
2. Left-click the detail button and select Import/Load.
3. In the HP Service Manager File Load/Import page, click Specify File to locate the appropriate file. The file is loaded via the file browser. It is located at:
   <zip file>\SM_unloads\SM7.1\smbac_out-of-box_sm7.10.unl
4. Enter the description in the Import Descriptor box.
5. Select winnt in the File Type list.
6. Select a display option.
7. Click Load FG to start loading.

After the deployment, the following components are affected as follows:

Display the currently-used Mapping ID (default: SMBACMapping) on the Configuration page and enter BAC-SM Mapping ID in the Description field.

1. In HP Service Manager, click Menu Navigation > System Administration > Base System Configuration > BAC Alert Integration > BAC Alert Integration Field Mapping.
2. Enter SMBACMapping in the Id box on the Field Mapping page, and click Search.
3. Locate the cells under the Default Internal Field Value column. They should look like the table below (The default values must be populated, but the values may be different for different version of HP Service Manager.
4. Follow the Comments in the table to Insert/Modify the value. (When the field of a HP Service Manager incident is not matched, the callback function does not return a value, the default listed in the Default Internal Field Value column is used.)

 The Default Internal Field Value is case-sensitive.

Example

This is an example for HP Service Manager 7.02.

Display the currently-used Mapping ID (default: SMBACMapping) on the Configuration page and enter BAC-SM Mapping ID in the Description field.

1. In HP Service Manager, click Menu Navigation > System Administration > Base System Configuration > BAC Alert Integration > BAC Alert Integration Field Mapping.
2. Enter SMBACMapping in the Id box on the Field Mapping page, and click Search.
3. Locate the cells under the Default Internal Field Value column. They should look like the table below (The default values must be populated, but the values may be different for different version of HP Service Manager.
4. Follow the Comments in the table to Insert/Modify the value. (When the field of a HP Service Manager incident is not matched, the callback function does not return a value, the default listed in the Default Internal Field Value column is used.)

 The Default Internal Field Value is case-sensitive.

HP Service Manager uses a proprietary binary file format known as unload files to contain packages of scripts, forms, file records, and other materials. By convention, these files have a file type of .unl on Windows platforms.

1. In HP Service Manager, copy, to an accessible network location:
   The BACExtAccess_70_v1.unl file is available in the Setup\SM_Unloads\SM7.0 directory on the installation media or the Service Pack installation package.
   The ucmdbintegration7_0x.unl file is available in the Setup\SM_Unloads\SM7.0 directory on the installation media or the Service Pack installation package.
2. In the HP Service Manager client, click Start > Programs > HP > Service Manager 7.02, and log in as a user with Administrator privileges, such as falcon (no password).
3. Locate the command line text widget in the menu bar at the top of the client display, to the right of the Printer icon.
4. In the HP Service Manager client, type db in the Search box and press enter to start the Database Manager application.
5. Right-click anywhere on the white background, and select Import / Load from the context menu that displays to start the ServiceCenter File Load/Import application.
   
6. Click the manila folder icon at the end of the File Name box and navigate to the .unl files you saved previously (as done at the beginning of this step). Select each file, and click Open. The screen shown above refreshes and displays with the path to the selected file.
7. Click the Load FG button on the toolbar to load the file.
8. Log out of the client.

HP Service Manager uses a proprietary binary file format known as unload files to contain packages of scripts, forms, file records, and other materials. By convention, these files have a file type of .unl on Windows platforms.

1. In HP Service Manager, copy, to an accessible network location:
   The BACExtAccess_71_v1.unl file is available in the Setup\SM_Unloads\SM7.1 directory on the installation media or the Service Pack installation package.
   The ucmdbintegration7_1x.unl file available in the Setup\SM_Unloads\SM7.1 directory on the installation media or the Service Pack installation package.

   Note: These Service Manager 7.1x unload files are compatible with Service Manager 9.x.

2. In the HP Service Manager client, click Start > Programs > HP > Service Manager 7.1, and log in as a user with Administrator privileges, such as falcon (no password).
3. In the HP Service Manager client, click Start > Programs > HP > Service Manager 9.x, and log in as a user with Administrator privileges, such as falcon (no password).
4. Locate the command line text widget in the menu bar at the top of the client display, to the right of the Printer icon.

5. In the HP Service Manager client, type db in the Search box and press enter to start the Database Manager application.

   
   

6. Right-click anywhere on the white background, and select Import / Load from the context menu that displays to start the ServiceCenter File Load/Import application.

   
   
7. Click the manila folder icon at the end of the File Name box and navigate to the .unl files you saved previously (as done at the beginning of this step). Select each file, and click Open. The screen shown above refreshes and displays with the path to the selected file.
8. Click the Load FG button on the toolbar to load the file.
9. Log out of the client.

The first step in the Service Desk Adapter configuration is to validate the xml file.

The Adapter configuration file serviceDeskConfiguration.xml is delivered without a default configuration file. It is located in the following directory:

• If the UCMDB is installed on the Processing server (embedded UCMDB), the file is located in:
  <BSM Processing server root directory>\fcmdb\
  CodeBase\ServiceDeskAdapter,
• If the UCMDB is installed on a separate server (standalone UCMDB), the file is located in:
  <uCMDB home directory>\UCMDB\
  UCMDBServer\j2f\fcmdb\CodeBase\ServiceDeskAdapter
• Prepare the appropriate file as follows:

1. In the directory listed above, locate the appropriate serviceDeskConfiguration.xml.<suffix>.
2. Delete the suffix of the configuration file name and save the file, so the new name of the file is serviceDeskConfiguration.xml in the same directory. For example, delete .7.0x in the name of the serviceDeskConfiguration.xml.7.0x file.

The first step in the Service Desk Adapter configuration is to validate the xml file.

The Adapter configuration file serviceDeskConfiguration.xml is delivered without a default configuration file. It is located in the following directory:

• If the RTSM is installed on the Processing server, the file is located in:
  <BSM Processing server root directory>\fcmdb\CodeBase
  \ServiceDeskAdapter,
• If the CMS is installed on a separate server (standalone CMS), the file is located in:<uCMDB home directory>\UCMDB
  \UCMDBServer\j2f\fcmdb\CodeBase\ServiceDeskAdapter

Prepare the appropriate file as follows:

1. In the directory listed above, locate the appropriate serviceDeskConfiguration.xml.<suffix>.
2. Delete the suffix of the configuration file name and save the file, so the new name of the file is serviceDeskConfiguration.xml in the same directory. For example, delete .7.1x in the name of the serviceDeskConfiguration.xml.7.1x file.

The step enables you to create a new service desk adapter.

1. In BSM, click Admin > RTSM Admin > Data Flow Management > Population.
2. To select the appropriate attributes for the CI Type, click the New Integration Point button to open the New Data Store dialog box.
3. In the Data Stores dialog box, fill in the fields as follows:

In the following field	Enter the following value
Adapter	ServiceDeskAdapter
Name	Service Desk Target Adapter
Customer ID	1
Host	The name of the server on which HP Service Manager is running.
Port	The port of the server to which HP Service Manager is listening.
User/Password	The HP Service Manager user name and password of the server on which HP Service Manager is running.

4. Click Test connection, verify the status of the Connection Test Status, and click OK.
5. In the Data Store dialog box, select the following options:

IT Incident

IT Problem (if you are working with Problem Isolation)

Planned Change (if you are not working with Release Control)

6. Click Finish.

This step enables you to create a new service desk adapter.

Check if CMS generates a a Global ID attribute for the common CIs:

To check if CMS generates a Global ID attribute for the CIs that are common to BSM, CMS, and HP Service Manager, enter, in your browser, the following string:
http://<CMS Server>:8080/jmx-console/HtmlAdaptor?action=inspectMBean&name=UCMDB
:service=Multiple%20CMDB%20Instances%20Services
The value of the getIsGlobalIdGenerator parameter should be true.

If the parameter is false, CMS does not generate a Global ID attribute for the CI.

Integrate BSM and CMS:

1. In CMS, select Go to Managers > Data Flow Management > Integration Studio.
2. In the Edit Integration Properties dialog box, select an adapter (for example: UCMDB9.x) in the Adapters list, enter the BSM URL in the Hostname/IP box, enter the credentials in the Credentials box, select the probe in the Probe list to connect the probe to CMS, select the Push back Ids option, and click OK.
   
3. To create a new Job definition, in the Update Job Definition dialog box, input the Job name in the Name box, click the + icon, and select the ODBtoCMSSync query in the CMS SYNC folder. This Job takes any new CI that appears in BSM and sends it to CMS. You can run the Job immediately.
   

Create an HP Service Manager adapter in CMS:

1. In CMS, select Go to Managers > Data Flow management > Integration studio.
2. In the Edit Integration Properties dialog box, select an adapter (for example: Service manager 7.1x - 9.2x) in the Adapter list, enter the HP Service Manager URL in the Hostname/IP box, and the credentials in the Credentials box.
   
3. Click the Data Push tab.

4. Create a new Job definition, in the New Job Definition dialog box, input the Job name in the Name box, select Changes in Select the Job Type, click the + icon, and select applicationData, hostData, printerData, businessServiceData, or networkData queries in the Integration > SM Sync folder. This job will be used for pushing mentioned CIT from CMS to SM.

   

5. Create one more job definition, in the New Job Definition dialog box, input the Job name in the Name box, select RMI in Select the Job Type, click the + icon, and select applicationRelationsData, hostRelationsData, businessServiceRelationsData queries in the Integration > SM Sync folder. This job will be used for pushing relations between mentioned CIT from CMS to SM.
   
6. Click the Federation tab, select the Incident, Problem, and RequestForChange CITs. This settings will allow to queries HP Service Manager and federate Incidents and Changes CIs to CMS.
   

Integrate CMS and BSM:

1. In the BSM server, select RTSM > Data Flow Management > Integration studio.
2. If you are working only with RTSM without CMS, do not perform this step. In the Edit Integration Properties dialog box, to create a new integration point for CMS, select an adapter (for example: UCMDB 9.X) in the Adapter list, enter the CMS URL in the Host Name/IP box, enter the credentials in the Credentials box, and select the name of the probe in the Probe Name list, and disable the Push back IDs option.
3. To create a new Job definition, in the Update Job Definition dialog box, click the + icon, and select the ODBtoCMS query in the Integration > CMS Sync folder.
   
4. Click the Federation tab, select the Incident, Problem, and RequestForChange CITs. This settings will allow to query CMS and federate Incidents and Changes CIs to RTSM.
   
5. The result is as follows:
   • When you create a CI in RTSM, the same CI appears in CMS due to the synchronization between BSM and CMS. It also appears in HP Service Manager due to the data push.
   • When you create an incident in HP Service Manager, it appears in CMS and in BSM.

The CMDB Changes adapter is use as a source adapter to query the CMDB for changes.

The adapter is based on TQLs and the CMDB history database. It does not support any property condition beside the root_class IN … condition on the Root node.

All the CI attributes that should be replicated must have the Change Monitored set (STATIC qualifier) in order to be written to the History database.

Each relation must have the TRACK_LINK_CHANGES qualifier in order to be written to the History database.

The CMDB Changes adapter should be defined as a source adapter in the population job.

Configure the CMDB Changes adapter:

The Population Job uses this adapter to extract CIs from the UCMDB to HP Service Manager.

1. In BSM, access the Federated CMDB window: Admin > RTSM Administration > Data Flow Management > Data Push.
2. Click the Add button to add a new integration point.
3. In the Data Stores dialog box, fill in the fields as follows:

In the following field	Enter the following value
Adapter	CMDBChangesAdapter
Name	CMDB Changes Source Adapter
Customer ID	1
Host	localhost
Port	Do not fill in the Port field. It represents the port of the BSM server or the port of the UCMDB server. Change the value of the Port field, if you are working with non default ports.
User/Password	Do not fill in the User and Password fields. They represent the user name and password used to access the BSM server or of the UCMDB server.

4. Click Test connection, verify the status of the Connection Test Status, and click OK.
5. In the Data Store dialog box, click Next and verify that the following message is displayed: A connection has been successfully created.
6. Click Finish.
7. In the Message window, click OK.
8. In the Data Store Queries Supported by Adapter dialog box, select the following queries:
   • applicationData
   • businessServiceData
   • hostData
   • hostRelationsData
   • networkData1
   • networkData2
   • networkRelationsData
   • printerData
9. Click Next and then Finish.
10. In the Message window, click OK.

The RMI adapter is used as a source adapter in the UCMDB-HP Service Manager synchronization for the queries that include compound relations.

Configure the RMI adapter:

The Population Job uses this adapter to provide the relationships between the CIs in HP Service Manager.

1. In BSM, access the Federated CMDB window: Admin > RTSM Administration > Data Flow Management > Data Push.
2. Click the Add button to add a new integration point.
3. In the Data Stores dialog box, fill in the fields as follows:

In the following field	Enter the following value
Adapter	CMDBRmiAdapter
Name	CMDB RMI Target Adapter
Customer ID	1
Host	localhost
Port	Do not fill in the Port field. It represents the port of the BSM server or the port of the UCMDB server. Change the value of the Port field, if you are working with non default ports.
User/Password	Do not fill in the User and Password fields. They represent the user name and password used to access the BSM server or of the UCMDB server.

4. Click Test connection, verify that the following message is displayed: A connection has been successfully created.
5. In the Message window, click OK.
6. In the Data Store Queries Supported by Adapter dialog box, select the following queries:
• applicationRelationsData
• businessServiceRelationsData
• hostRelationsData
• networkRelationsData
7. Click Next and then Finish.
8. In the Message window, click OK.

The result of this step is that all the relevant CIs from the UCMDB are replicated in HP Service Manager.

Create the Population job for the CMDB Changes Adapter:

You create the Population job for the CMDB Changes Adapter to synchronize the data from UCMDB to HP Service Manager.

1. In BSM, access the Federated CMDB window: Admin > RTSM Admin > Data Flow Management > Population.
2. Click * to add a new population job.
3. Enter the job name in the Name field, for example UCMDB-SM CI population.
4. Enter CMDB Changes Source Adapter in the Source Data Store box.
5. Enter Service Desk Target Adapter in the Target Data Store box.
6. Check that the check boxes of all the queries are selected.
7. Click OK to save the job.

Note: To run the job the first time you should use the full population – all the CIs with the selector Type are forwarded to HP Service Manager. Click the Graph (pie icon) to verify that the data replicated successfully. You may schedule population jobs in the Schedule tab in the Population Hub page.

The RMI adapter should be used as a source adapter in the UCMDB-SM sync for the queries that include compound relation:

Create the Population job for the RMI Adapter:

You create the Population job for the RMI adapter to synchronize the links from UCMDB to HP Service Manager.

1. In BSM, access the Federated CMDB window: Admin > RTSM Admin > Data Flow Management > Population
2. Click * to add a new population job.
3. Enter the job name in the Name field, for example UCMDB-SM CI relations population.
4. Enter CMDB RMI Target Adapter in the Source Data Store box.
5. Enter Service Desk Target Adapter in the Target Data Store box.
6. Check that the check boxes of all the queries are selected.
7. Click OK to save the job.

This step is performed for both the integration of Service Health with HP Service Manager and the integration of Problem Isolation with HP Service Manager. Do not perform this step for the integration of Problem Isolation with HP Service Manager if you have already performed the step for the integration of Service Health with HP Service Manager.

The integration supports only 4 Configuration Item Types (CITs): Host, Siebel Application, Application, and Business Service. Those CITs are pre-defined in BSM.

Create the CIs corresponding to these CITs in HP Service Manager:

In HP Service Manager, select Main page > To Do > Queue: Configuration Item > New > New and click:

• Application. In the Configuration Item field enter the exact name (case sensitive) of the BSM CI that corresponds to the BSM Application CIT.
• Computer. In the Configuration Item field and in the Network Name field, enter the exact host name (case sensitive) of the BSM CI that corresponds to the BSM Host CIT.
• Business Service. In the Service Display Item field and in the Service ID field, enter the exact name (case sensitive) of the BSM CI that corresponds to the BSM Business Service CIT.
• Hand Held Devices or Display Device. In the Configuration Item field enter the exact name (case sensitive) of the BSM CI that corresponds to the Siebel Application CIT.

The integration supports only 4 Configuration Item Types (CITs): Host, Siebel Application, Application, and Business Service. Those CITs are pre-defined in BSM.

Create the CIs corresponding to these CITs in HP Service Manager:

The Application, Host, and Business Service CITs are automatically created by running the population job.

When you work with BSM, you can create the Hand Held Devices or Display Device CIT using one of the following procedures:

• In HP Service Manager, select Main page > To Do > Queue: Configuration Item > New > New and click Device. In the Configuration Item field enter the exact name (case sensitive) of the BSM CI that corresponds to the Siebel Application CIT in BSM.
• Create a new population job that includes the Hand Held Devices or Display Device CIT. Those CITs correspond to the Siebel application CITs. For details about how to create a population job, click the Data Push Tab in Modeling Guide.

Primary key in the Description column, indicates that the customization data is part of the keywords needed to identify the alert. This setting is used for fields of the BAC CI Alert type.

Required in the Description column, means that the field must have a value when the current alert is retrieved. If a required field is empty, the current alert is not retrieved. This setting is used for fields of the BAC CI Alert type.

Primary key in the Description column, indicates that the customization data is part of the keywords needed to identify the alert. This setting is used for fields of the BAC CI Alert type.

Required in the Description column, means that the field must have a value when the current alert is retrieved. If a required field is empty, the current alert is not retrieved. This setting is used for fields of the BAC CI Alert type.

The contents of the Internal Field Callback in the Description column in the table below, provide information about the search that is performed and the results that are created. The contents of the Internal Field Callback have the following format:

<callback function>(<conditions that need to be matched>, <resulting actions>).

For details about the Callback functions, see "Reference - Callback Functions".

For example:

• If the contents of the Internal Field Callback are lookupCreate("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory =\"$incident.area$\"", "product.type", ["product.type", "category", "subcategory"], ["$bacalert.kpi_name$","$incident.category$","$incident.area$"]), the lookupCreate callback is used to perform the search and attempts to find a CI for which the value of product.type field is $bacalert.kpi_name$, the value of the category field is $incident.category$ and the value of the subcategory field is $incident.area$.
• If no correlation is found, then a new items is created with the following characteristics: the value of the product.type field is $bacalert.kpi_name$, the value of the category field is $incident.category$ and the value of the subcategory field is $incident.area$. The search uses key-value pairs: the value of the product.type field is the value of the $bacalert.kpi_name$ variable.

External Field ID	Internal Field ID	Description
-	incident.problem.type	Uses the callback function described below to find a correlation or to create a new record if no correlation is found. Note: Do not modify. modify Internal Field Callback: lookupCreate("problemtype", "product.type=\"$bacalert.kpi_name$\" and problem.type=\"$bacalert.kpi_name$\" and limited.given.level2 =\"$incident.subcategory$\"", "problem.type", ["product.type", "problem.type", "limited.given.level2"], ["$bacalert.kpi_name$","$bacalert.kpi_name$","$incident.subcategory$"]) For details, see "HP Business Service Management - HP Service Manager Integration Guide"
.-	incident.action Note: Do not modify	Uses the callback function described below to combine the name and actual_description fields from the BSM alerts. Note: Do not modify. Internal Field Callback: combine(["bacalert.creation_time", "bacalert.alert_name", "bacalert.actual_description", "bacalert.user_description", "bacalert.condition_configuration"], true, "\n") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Note: Do not modify.
-	incident.category	Customized by user.*
-	incident.subcategory	Customized by user.*
-	incident.resolution	Uses the callback function described below to set the value with the BAC Alert actual_description field when a close action is performed. If you do not specify a value, the default value is used. Note: Can be modified. Internal Field Callback: setValue("close", "$bacalert.actual_description$") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Note: Do not modify.
-	incident.resolution.code	Uses the callback function described below to set the value with the BAC Alert User Closure field when a close action is performed. If you do not specify a value, the default value is used. Note: Can be modified. Internal Field Callback: setValue("close", "User Closure") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.fix.type	Uses the callback function described below to set the value with the BAC Alert permanent field when a close action is performed. If you do not specify a value, the default value is used. Note: Can be modified. Internal Field Callback: setValue("close","permanent") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.contact.name	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookup("device", "logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "contact.name") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.initial.impact	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookup("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory =\"$incident.subcategory$\"", "severity") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.vendor	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookup("device", "logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "vendor") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.site.category	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookup("device", "logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "site.category") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.opened.by	Customized by user.*
-	incident.assignment	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookup("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory =\"$incident.subcategory$\"", "assignment") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.closing.comments Note: Do not modify	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Internal Field Callback: setValue("close", "Creation time: $bacalert.creation_time$\nAlert Name: $bacalert.alert_name$\nActual Description: $bacalert.actual_description$\nUser Description: $bacalert.user_description$\nCondition Configuration: $bacalert.condition_configuration$") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Note: Do not modify.
bacalert.alert_name	incident.brief.description	Combine name and actual_description fields from BSM Alert. Note: Can be modified. Internal Field Callback: combine(["bacalert.alert_name", "bacalert.actual_description"], false, " : ") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
bacalert.ci_id Note: Do not modify	incident.bac.ci.id Note: Do not modify	Internal.
bacalert.ci_name	incident.ciname	Lookup CI in device table. When HP Service Manager opens an incident it tries to find a corresponding HP Service Manager CI. It there is a correlation (CI type and CI name matching), it adds the HP Service Manager CI name in the logical.name field. If there is no correlation, it leaves the logical.name field empty. Note: Can be modified. Internal Field Callback: lookupEmpty("device", "logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "logical.name") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
bacalert.ci_type Note: Do not modify	incident.type Note: Do not modify	Lookup HP Service Manager CI info. When HP Service Manager opens an incident it tries to find a corresponding HP Service Manager CI. It there is a correlation (CI type and CI name matching), it adds the HP Service Manager CI Type in the logical.name field. If there is no correlation, it leaves the logical.name field empty. Note: Can be modified. Internal Field Callback: lookup("device", "logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "type") For details, see "HP Business Service Management - HP Service Manager Integration Guide" . Value Mapping Group: citypeGroup
bacalert.kpi_name	incident.product.type	Creates a new product type record if correlation is not found. Note: Can be modified. Internal Field Callback: lookupCreate("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory =\"$incident.subcategory$\"", "product.type", ["product.type", "category", "subcategory"], ["$bacalert.kpi_name$","$incident.category$","$incident.subcategory$"]) For details, see "HP Business Service Management - HP Service Manager Integration Guide".
bacalert.severity	incident.severity	Translates BSM alert severity into HP Service Manager Incident severity value. Note: Can be modified. Value Mapping Group: severityGroup Internal Field Callback: setValue("insert|update") For details, see "HP Business Service Management - HP Service Manager Integration Guide".

The contents of the Internal Field Callback in the Description column in the table below, provide information about the search that is performed and the results that are created. The contents of the Internal Field Callback have the following format:
<callback function>(<conditions that need to be matched>, <resulting actions>).

For details about the Callback functions, see "Reference - Callback Functions".

For example:

• If the contents of the Internal Field Callback are lookupCreate("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory =\"$incident.area$\"", "product.type", ["product.type", "category", "subcategory"], ["$bacalert.kpi_name$","$incident.category$","$incident.area$"]), the lookupCreate callback is used to perform the search and attempts to find a CI for which the value of the product.type field is $bacalert.kpi_name$, the value of the category field is $incident.category$ and the value of the subcategory field is $incident.area$.
• If no correlation is found, then a new item is created with the following characteristics: the value of the product.type field is $bacalert.kpi_name$, the value of the category field is $incident.category$ and the value of the subcategory field is $incident.area$. The search uses key-value pairs: the value of the product.type field is the value of the $bacalert.kpi_name$ variable.

External Field ID	Internal Field ID	Description
-	incident.subarea	Uses the callback function described below to find a correlation or to create a new record if no correlation is found. Note: Do not modify. Internal Field Callback: lookupCreate("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory=\"$incident.area$\"", "product.type", ["product.type", "category", "subcategory"], ["$bacalert.kpi_name$","$incident.category$","$incident.area$"]) For details, see "HP Business Service Management - HP Service Manager Integration Guide"
-	incident.problem.type	Uses the callback function described below to find a correlation or to create a new record if no correlation is found. Note: Can be customized Internal Field Callback: lookupCreate("problemtype", "product.type=\"$bacalert.kpi_name$\" and problem.type=\"$bacalert.kpi_name$\" and limited.given.level2 =\"$incident.area$\"", "problem.type", ["product.type", "problem.type", "limited.given.level2"], ["$bacalert.kpi_name$","$bacalert.kpi_name$","$incident.area$"]) For details, see "HP Business Service Management - HP Service Manager Integration Guide"
-	incident.action Note: Do not modify	Uses the callback function described below to combine the name and actual_description fields from the BSM alerts. Note: Do not modify. Internal Field Callback: combine(["bacalert.creation_time", "bacalert.alert_name", "bacalert.actual_description", "bacalert.user_description", "bacalert.condition_configuration"], true, "\n") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Note: Do not modify.
-	incident.category	Customized by user.
-	incident.area
-	incident.resolution
-	incident.resolution.code	Uses the callback function described below to set the value with the BAC Alert User Closure field when a close action is performed. If you do not specify a value, the default value is used. Note: Can be modified. Internal Field Callback: setValue("close", "User Closure") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.initial.impact	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Note: Can be modified. Internal Field Callback: lookupCreate("producttype", "product.type=\"$bacalert.kpi_name$\" and category=\"$incident.category$\" and subcategory=\"$incident.subcategory$\"","severity") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
-	incident.assignment
-	incident.opened.by	Customized by user
-	incident.closing.comments Note: Do not modify	Uses the callback function described below to find a correlation or to set the default value if no correlation is found. Internal Field Callback: setValue("close", "Creation time: $bacalert.creation_time$\nAlert Name: $bacalert.alert_name$\nActual Description: $bacalert.actual_description$\nUser Description: $bacalert.user_description$\nCondition Configuration: $bacalert.condition_configuration$") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Note: Do not modify.
bacalert.alert_name	incident.brief.description	Combine name and actual_description fields from BSM Alert. Note: Can be modified. Internal Field Callback: combine(["bacalert.alert_name", "bacalert.actual_description"], false, " : ") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
bacalert.ci_id Note: Do not modify	incident.bac.ci.id Note: Do not modify	Internal.
bacalert.ci_name	incident.ciname	When HP Service Manager opens an incident it tries to find a corresponding HP Service Manager CI. It there is a correlation (CI type and CI name matching), it adds the HP Service Manager CI name in the logical.name field. If there is no correlation, it leaves the logical.name field empty. Note: Can be modified. Internal Field Callback: lookupEmpty("device","ucmdb.id=\"$bacalert.ci_id$\"|| (logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\")", "logical.name") For details, see "HP Business Service Management - HP Service Manager Integration Guide".
bacalert.ci_type Note: Do not modify	incident.type Note: Do not modify	Lookup HP Service Manager CI info. When HP Service Manager opens an incident it tries to find a corresponding HP Service Manager CI. If there is a correlation (CI type and CI name matching), it adds the HP Service Manager CI Type in the logical.name field. If there is no correlation, it leaves the logical.name field empty. Note: Can be modified. Internal Field Callback: lookup("device","ucmdb.id=\"$bacalert.ci_id$\"|| (logical.name=\"$bacalert.ci_name$\" and type=\"$incident.type$\"", "type") For details, see "HP Business Service Management - HP Service Manager Integration Guide". Value Mapping Group: citypeGroup Note: Do not modify.
bacalert.severity	incident.severity	Translates BSM alert severity into HP Service Manager Incident severity value. Note: Can be modified. Value Mapping Group: severityGroup Internal Field Callback: setValue("insert|update") For details, see "HP Business Service Management - HP Service Manager Integration Guide".

When opening an incident in HP Service Manager, if you manually enter the name of the affected CI in the Affected CI box instead of using the Fill button, the incident is ignored by EMS

.

To update the expression of the contact.name field and the two logical.name fields as Source Field Name:

1. Click Tailoring > Tailoring Tools > Links.
2. Type probsummary as the Name and click Search.
3. Find the line with contact.name as the Source Field Name.
4. Right-click this line and select Select Line in the Detail Options menu in the top right-hand corner of the page.
5. Modify the contact.name expression.
6. Add one clause expression:
   ;if (nullsub($G.BACAlert, false)=true) then ($fill.recurse=false) else ($fill.recurse=true)
7. Modify the expressions of the two logical.name fields using the steps above.

This step describes how to modify the condition of the im.first Processes.7.10

1. Click System Administration > Tailoring > Document Engine > Processes.
2. Enter im.first in the Process Name field and click Search.
3. Check the expression in the Initial Expressions tab. Change the condition from: if ((operator()="problem" or operator()="EXTERNAL") and $G.bg) then ($L.add=true) else ($L.add=nullsub(evaluate(scm.add.condition in $L.object), false))
   to:
   $L.add=nullsub(evaluate(scm.add.condition in $L.object), false)