HP OpenView Smart Plug-in for Remedy Action Request System

Release Notes

20 April 2005 - for OVOW SPI-CD 2005.1

This document provides an overview of the changes made to the HP OpenView Smart Plug-in for Remedy Action Request System (REMSPI)  for the B.01.10 release. It contains important information not included in the manuals or in online help.

In This Version
Installation Notes
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Integration with Other OpenView Solutions
Support
Legal Notices

In This Version

§                    Supports OS versions Windows 2000 and Windows 2003 on the OVO management server

§                    Supports managed nodes running

§         Windows 2000 and Windows 2003

§         HP-UX 11.00, 11.11

§         Solaris 7, 8, 9

§                    Supports Remedy Action Request System 4.5.2, 5.0, 5.1, 6.0, 6.1

§                    Provides a bidirectional interface between OVOW and ARS

§         Allow to create AR tickets automatically by using OVOW policies

§         Modifications of submitted AR tickets are sent back to the OVOW server and the corresponding OVOW message is updated

§         Modifications of submitted OVOW message are forwarded to the AR server and the corresponding AR ticket is updated

§                    Monitors, detects, and displays the status of the Action Request System server

§                    May start and stop the Action Request server via tools integrated into the OVOW console

§                    Monitors the status of the SPI itself.

§                    May start and stop the SPI server via tools integrated into the OVOW console

Installation Notes

Installation requirements, as well as instructions for installing the Remedy SPI, are documented in the Administrator’s Reference Guide for the Remedy SPI  provided in Adobe Acrobat (.pdf) format. The document file is included on the product's CD media as:

Vol 1-SPI for OVOW\Documentation\SPI Guides\Remedy_Config.pdf

Software and Hardware Requirements

The Software and Hardware Requirements are listed in Administrator’s Reference Guide for the Remedy SPI.

Upgrade Notes

There are no SPI specific upgrade steps when an upgrade of the OVOW management server is performed. For upgrade details see the OVOW upgrade documentation.

Installation Problems

n/a

Enhancements and Fixes

The intention of this release is to support OVOW management servers.

Known Problems, Limitations, and Workarounds

 

Installation / Activation

 

PROBLEM:

If the managed nodes (OVOW server, AR server) are assigned to the Remedy SPI node groups before the instrumentation is deployed, error messages regarding scripts and executables which are not found may appear.

 

SOLUTION:

Deploy the instrumentation for Microsoft Windows and REMSPI before you assign the managed nodes to the Remedy SPI node groups.

 

 

 

 

PROBLEM:

If the AR server does not run or if the SPI configuration file rules contains errors or is not updated at all, the Remedy SPI service RemSpiSrv will not start.

 

SOLUTION:

Make sure the SPI configuration file rules is properly edited and the AR servers specified in this file are up and running when you start the Remedy SPI service.

 

 

 

 

PROBLEM:

If the Remedy SPI server does not start and aborts with the error message “arapi51.dll not found”, then the AR API libraries need to be copied to a directory in the %PATH% on the OVOW management server.

 

SOLUTION:

Copy the AR API libraries to the directory %OvInstallDir%\bin\remspi on the OVOW management server.

The files which need to be copied are:

·          arapi51.dll

·          arrpc51.dll

·          arutl51.dll

 

 

Note that the version numbers in the file names do not indicate that the Remedy SPI is only able to connect to AR 5.1.

 

 

PROBLEM:

If the Remedy SPI service RemSpiSrv does not start , look at the error log file which is written for each start and stop of the Remedy SPI service. In addition, look at the log file of the Remedy SPI server.

 

SOLUTION:

The Remedy SPI service creates an own log directory in the directory from where it is started. This directory is %OvInstallDir%\bin\remspi\svclog. The log file is then remspi_service.log

The log file file for the Remedy SPI server is %OvInstallDir%\Data\log\remspi\remspi.log.

 

 

 

 

PROBLEM:

If the Remedy SPI service RemSpiSrv is not created during installation of the SPI; or is not deleted during removal of the SPI, look at the error log file which is written for each of these actions.

 

SOLUTION:

The Remedy SPI service installation tool creates an own log directory in the directory from where it is started. This directory is usually %OvInstallDir%\bin\remspi\svclog. The log file is then remspi_sc.log.

If there should be any need to install or remove the Remedy SPI manually, the Remedy SPI service installation tool has to be called with a full pathname.

To install the Remedy SPI service, use %OvInstallDir%\bin\remspi\remspi_sc –i. To remove the Remedy SPI service, use %IvInstallDir%\bin\remspi\remspi_sc –d.

 

 

 

 

PROBLEM:

If it’s not possible to disown an OVOW message as a result of a modified AR ticket, it may be that the user account with which the Remedy SPI service is started does not have sufficient rights.

 

SOLUTION:

The user account with which the Remedy SPI service is started (look at the Windows service control panel) should then be changed to a user account with sufficient rights to access the OVOW messages.

 

Documentation Errata

·          The name of the Remedy SPI service is RemSpiSrv (not case sensitive). Thus, to start/stop the service on the command line, use net start RemSpiSrv resp. net stop RemSpiSrv. The display name of the service is HP OV SPI for Remedy Service.

·          The following policies have been renamed

§          SubmitTTtoRemSPI à RemSPI Submit TT

§          UpdateTTtoRemSPI à RemSPI Update TT – State

§          UpdateTTtoRemSPI à RemSPI Update TT – Severity

§          UpdateTTtoRemSPI à RemSPI Update TT – Text

·          The pathname of the log file for the SPI client program itoupdate.exe (on Windows) is %OvAgentDir%\log\remspi\itoupdate.log.

·          The Remedy SPI does not support forwarding OVOW message change events of the following type:

§          Added/Deleted/Modified annotations

§          State change due to operator initiated and automatic actions

·          The user names and passwords listed in the remspi.cfg file are not used. However, the keywords with an arbitrary value string must be present in this file.

Integration with Other OpenView Solutions

n/a

Support

Please visit the HP OpenView web site at: http://www.managementsoftware.hp.com/

This web site provides contact information and details about the products, services, and support that HP OpenView offers.

You can also go directly to the support web site at:

http://support.openview.hp.com/

HP OpenView online software support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valuable support customer, you can benefit by being able to:

§                    Search for knowledge documents of interest

§                    Submit and track progress on support cases

§                    Manage a support contract

§                    Look up HP support contacts

§                    Review information about available services

§                    Enter discussions with other software customers

§                    Research and register for software training

NOTE: Most of the support areas require that you register as an HP Passport user and log in. Many also require an active support contract. To find more information about support access levels, go to the following URL:

http://support.openview.hp.com/access_level.jsp

To register for an HP Passport ID, go to the following URL:

https://passport.hp.com/hpp2/newuser.do

To view release notes and other documentation:

1.      Click using hp software--> product manuals.

The product manuals search window opens. It is located at:

http://ovweb.external.hp.com/lpe/doc_serv/

2.      In the select product list, click Smart Plug-ins for Remedy.

3.      In the select version list, click B.01.10.

4.      In the OS list, click Windows or --All--.

5.      To start the search, click Open or Download.

NOTE: To view files in PDF format (*.pdf), Adobe Acrobat Reader must be installed on your system. To download Adobe Acrobat Reader, go to the following URL:

http://www.adobe.com

Legal Notices

©Copyright 2005 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice.

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.