BMC Remedy Health Advisor Service Provider Guide

138 Pages·2012·3.4 MB·English

BMC Remedy Health Advisor 1.0.00
BMC Remedy Health Advisor
Service Provider Guide
July 2012
www.bmc.com
Contacting BMC Software
You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information
about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada
Address BMC SOFTWARE INC Telephone [phone] or Fax [phone]
2101 CITYWEST BLVD 8008412031
HOUSTON TX 77042-2827
USA
Outside United States and Canada
Telephone [phone] Fax [phone]
If you have comments or suggestions about this documentation, contact Information Design and Development by email at
[email protected].
© Copyright 2012 BMC Software, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent
and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and
logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the
property of their respective owners.
Linux is the registered trademark of Linus Torvalds.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
UNIX is the registered trademark of The Open Group in the U.S. and other countries.
The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or
licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product
and to the proprietary and restricted rights notices included in the product documentation.
Restricted rights legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF
THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to
restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and
DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX
77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer
Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at
http://www.bmc.com/support. From this website, you can:
■ Read overviews about support services and programs that BMC Software offers.
■ Find the most current information about BMC Software products.
■ Search a database for problems similar to yours and possible solutions.
■ Order or download product documentation.
■ Report a problem or ask a question.
■ Subscribe to receive email notices when new product versions are released.
■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax
numbers, and telephone numbers.
Support by telephone or email
In the United States and Canada, if you need technical support and do not have access to the Web, call 8005371813 or
send an email message to [email protected]. (In the Subject line, enter
SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact
your local support center for assistance.
Before contacting BMC Software
Have the following information available so that Customer Support can begin working on your issue immediately:
■ Product information
— Product name
— Product version (release number)
— License number and password (trial or permanent)
■ Operating system and environment information
— Machine type
— Operating system type, version, and service pack
— System hardware configuration
— Serial numbers
— Related software (database, application, and communication) including type, version, and service pack or
maintenance level
■ Sequence of events leading to the problem
■ Commands and options that you used
■ Messages received (and the time and date that you received them)
— Product error messages
— Messages from the operating system, such as file system full
— Messages from related software
License key and password information
If you have a question about your license key or password, contact Customer Support through one of the following
methods:
■ E-mail [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>,
such as SupID:12345.)
■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support
center for assistance.
■ Submit a new issue at http://www.bmc.com/support.
Contents
Preface 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 1 About BMC Remedy Health Advisor 13
What is Health Advisor?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Health Advisor architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Health Advisor client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Health Advisor server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Plugins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Health Advisor key functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
AR System server monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Events and alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
AR System server error log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Form entry counts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Stop and start AR System server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
AR System server licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
AR Server server statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
AR System server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Get workflow objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
ITSM Incident Management integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Service Provider console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Administration console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Chapter 2 Installing Health Advisor 25
Installing the Health Advisor application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Running the installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Configuring the Health Advisor application in the AR System Administration
Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Configuring the mid tier to deploy the Service Provider console . . . . . . . . . . . . . . . . 32
Installing the Client Install Creator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Running the installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Installing the Health Advisor client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Contents 5
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Before you start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Running the installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Locating installed Health Advisor client files for UNIX . . . . . . . . . . . . . . . . . . . . . 40
Changing the monitored server password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting up a Support account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Uninstalling Health Advisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Uninstalling a Health Advisor client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Manually removing the Health Advisor client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Removing the server installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Chapter 3 Administering Health Advisor 49
Defining Health Advisor administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Using the Administration console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
About auto-configuration rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Creating and managing auto-configuration rules. . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Configuring error log handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Auto-configuration scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Customer opt-in. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
No customer participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Chapter 4 Onboarding a customer 63
Before you start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Setting up a customer account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Registering and adding a new client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Chapter 5 Using the Service Provider console 71
Servers tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Server states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Adding a new server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Modifying a server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Health Advisor Clients tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Health Advisor Client states. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Adding a new client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Modifying a Health Advisor Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Monitored Servers tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Configuration and Logs tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Plugins tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Command History tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Events tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Ignoring events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Closing events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Filtering events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Creating an incident. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Subscribing to events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Modifying a subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Removing a subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Server Info tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
6 BMC Remedy Health Advisor Service Provider Guide
Monitors tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Events tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
AR Configuration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Email Configuration tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
AR Licenses tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
AR Error Log tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Workflow tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Downtime tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Commands tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Plugins tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Customer View tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Chapter 6 Using Health Advisor Reports 117
Finding reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Accessing any report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Accessing specific reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Running reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Completing the Parameter dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Creating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Viewing report results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Exporting reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Chapter 7 Maintaining Health Advisor 129
Maintenance for service providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Archiving policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Chapter 8 Troubleshooting 133
Viewing client files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Viewing client log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Viewing the client configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Resolving an unknown state for the monitored server . . . . . . . . . . . . . . . . . . . . . . . . 134
Verifying the service provider URL name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Verifying the service provider server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Verifying the mid tier web service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Verifying the server ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Verifying the server availability monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Resolving a not active state or not responding state for the Health Advisor client. 136
Verifying the client ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Resolving a monitored server that is frequently in pending state . . . . . . . . . . . . . . . 137
Contents 7
8 BMC Remedy Health Advisor Service Provider Guide
Preface
This guide discusses the installation and use of the BMC Remedy Health Advisor
application. It also discusses the use of Health Advisor reports.
NOTE
For the 1.0.00 release, the BMC Remedy Health Advisor application is available
only in the English language.
Audience
This guide is written for personnel who are responsible for setting up and
maintaining BMC Remedy Health Advisor applications and reporting.
AR System documents
The following table lists documentation available for AR System 7.6.04.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is
available on AR System product installation DVDs, on the Customer Support
website (http://www.bmc.com/support), or both.
You can access product help through each product’s Help menu or by clicking
Help links.
Title Description Audience
Concepts Guide1 Overview of AR System architecture and features; includes Everyone
information about add-on products that extend AR System
functionality and a comprehensive glossary for the entire
AR System documentation set.
Installation Guide Instructions for installing AR System. Administrators
Introduction to Application Information about the development of AR System Developers2
Development with BMC applications, including an introduction to using
Remedy Developer Studio BMCRemedy Developer Studio.
Form and Application Objects Information about AR System applications and their user Developers
Guide interface components, including forms, fields, views,
menus, and images.
Preface 9
BMC Remedy Health Advisor 1.0.00
Title Description Audience
Workflow Objects Guide Information about the AR System workflow objects (active Developers
links, filters, and escalations) and how to use them to create
processes that enforce business rules.
Configuration Guide Information about configuring AR System servers and Administrators
clients, localizing, importing and exporting data, and
archiving data.
BMC Remedy Mid Tier Guide Information about configuring the mid tier, setting up Administrators
applications for the mid tier, and using applications in
browsers.
Integration Guide Instructions for integrating AR System with external Administrators/
systems by using web services, plug-ins, and other products, Developers/
including LDAP, OLE, and ARDBC. Programmers3
Optimizing and Information about monitoring and maintaining AR System Administrators/
Troubleshooting Guide and AR System applications to optimize performance and Developers/
solve problems. Programmers
Database Reference Database administration topics and rules related to how AR Administrators/
System interacts with specific databases; includes an Developers/
overview of the data dictionary tables. Programmers
BMC Remedy Distributed Information about implementing a distributed AR System Administrators
Server Option Guide server environment with BMCRemedy Distributed Server
Option (DSO).
BMC Remedy Flashboards Instructions for creating, modifying, and administering Administrators/
Guide flashboards to display and monitor AR System information. Developers
C API Reference Information about AR System data structures, CAPI Programmers
function calls, and OLE support.
CAPI Quick Reference Quick reference to CAPI function calls. Programmers
JavaAPI Information about Oracle Java classes, methods, and Programmers
variables that integrate with AR System. For the location of
the JAR file containing this online documentation, see the
information about the Java API in the Integration Guide.
Java Plug-in API Information about Java classes, methods, and variables used Programmers
to write plug-ins for AR System. For the location of the JAR
file containing this online documentation, see the
information about plug-ins in the Integration Guide.
BMCRemedy Email Engine Instructions for configuring and using BMCRemedy Email Administrators
Guide Engine.
Error Messages Guide Descriptions of AR System error messages. Administrators/
Developers/
Programmers
Master Index Combined index of all books. Everyone
BMC Remedy Approval Instructions for using BMCRemedy Approval Server to Administrators
Server Guide automate approval and signature processes in your
organization.
Release Notes Information about new features, compatibility, and Everyone
international issues.
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