SCOM Interop Connector for Remedy ARS 7.5/7.6 installation question.

Hello, I have been trying to get this setup, and always getting stuck at the same point, installing the certificate from the interop server for the connector either via the install or using the command line scicert util.

So before I go to MS support, I thought I'd ask here in case someone can point out something blindingly obvious that I've missed, disregarded or misunderstood in the documentation.

Firstly this is our current environment;

We have Remedy ITSM 7.6.00 unpatched in live, and patch 001 in dev (forms eg incident, problem etc)

We have Remedy ARS 7.5 patch 003 (server)

Remedy Client is 7.5.00

System Center Operations Manager 2007 R2 (1 x RMS, 1 x MS)

Appendix A here seems to imply that this should be supported. (http://technet.microsoft.com/en-us/library/dd795264.aspx)

We have gone from 6.3 to this, and have never had 7.1, so I have no access to the Remedy 7.1 DLLs, (though I guess if it comes to it, we could contact BMC via our reseller and ask for them.)

I am trying to get things setup on (or pointing at) the dev Windows 2008 64-bit server for testing at this point. Should this be at all possible? I can't find it now but I thought I did see something saying that 64-bit was not supported for the interop provider component, which is why I have also tried on another computer running Server 2003 32-bit with the 7.5 User client installed. I get the same result on both.

There is also a note here that seems to say you don't install the Interop Provider on the Remedy server at all, but it has to go on our root management server - "You must install the Interop Provider on the primary management server, and you must install it before you install the connector service - http://technet.microsoft.com/en-us/library/ee210393.aspx". This seems to conflict with the next section "You can install the Remedy ARS Provider on any computer that has the Remedy User Application installed - http://technet.microsoft.com/en-us/library/ee210399.aspx".

I have been referring to this guide - http://technet.microsoft.com/en-us/library/ee210399.aspx (amongst others.)

The note here says "Support for Remedy 7.5 is only available through the Operations Manager 2007 R2 Connectors Cumulative Update 2/QFE2. For more information, see KB2274165 on the Microsoft Download Center. You must install the Remedy 7.5 Provider using the full provider MSI included in the QFE2 update." - The link takes you to this page (http://www.microsoft.com/en-us/download/details.aspx?id=6076), but this doesn't seem to be the right link, so I have downloaded OM2007R2Connectors-KB2274165.exe from http://www.microsoft.com/en-us/download/details.aspx?id=20086 and extracted and run the SciProviderSetup.msi from this on the server.

So does this all actually mean I am meant to be able do a clean install straight into our 7.5/7.6 environment? I took it to mean this, but am now thinking that MS have provided an update that only works for 7.5 if you've previously upgraded from 7.1.

Anyway, the Interop Provider install completes with no error, and installs the 2 DLLs, ScInteropProv.dll and ScInteropRem71.dll in the wbem folder. However it is only possible to register ScInteropProv.dll with regsvr32, ScInteropRem71.dll errors;

LoadLibrary("C:\Windows\system32\wbem\ScInteropRemedy71.ddl") failed - The specified module could not be found.

Using ProcessMonitor it looks like it is indeed looking for arapi71.dll, when of course we only have arapi75.dll on the system.

This leads to not being able to pull the certificate with scicert, and resulting in this kind of output using winrm I think.

C:\>winrm e http://schemas.microsoft.com/wbem/wsman/1/wmi/root/scx/* -r:https://
xxxxxxxx:1270 -u:xxxxxxxx -p:xxxxxxx -auth:basic -encoding:utf-8 -skip
CAcheck -skipCNcheck -filter:"select * from SCX_Connector where ManagementGroupN
ame="test"
WSManFault
    Message
        ProviderFault
            WSManFault
                Message = The WQL query is invalid.

Error number:  -2144108518 0x8033801A
The data source could not process the filter. The filter might be missing or it
might be invalid. Change the filter and try the request again.

I have briefly considered copying the arapi75.dll and renaming it to arapi71.dll but put that aside for now and come here for help.

Any thoughts or advise appreciated. Regards, Jay



September 28th, 2012 4:44pm

Jay,

Let me start by saying you are going to need the Remedy 7.1 DLL to make the connector work with Remedy 7.5. The easiest way to get that is to use the 7.1 Remedy Client X86 version on the system you want to install the provider on. The system you use here can be any system that can talk/connect to the Remedy server. Since you currently do not have this BMC will be your best option to obtain it.

Once you have the Remedy 7.1 Client installed do the following:

  • Install the RTM version of the Interop Connector on the SCOM 2007 R2 RMS server (it does not necessarily have to be on the RMS but generally the recommended place).
  • Do not run the Configuration Utility that kicks off at the end of the connector install.
  • Install CU2 of the Interop Connector on top of the RTM install.
  • Again, if the Configuration Utility kicks off at the end of the install skip it.
  • Install the SciProviderSetup.msi included with CU2 under the Remedy7.5Provider directory on the system you installed the Remedy 7.1 Client.
  • Finally, on the RMS server run the Configuration utility to configure the connector with the provider (Under Start --> Programs ...)

There is a known bug in the 7.5 SciProviderSetup.msi where it does not update the ScInteropRem71.dll properly. Send an email to something@microsoft.com (replace the something with xplatext) and I will send you the updated dll that will resolve that problem or you can open a support case with Microsoft and they will get you the proper dll.

Regards,

-Steve

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September 28th, 2012 6:37pm

Thanks for the reply and clarifying that I do indeed need the Remedy 7.1 Client in order to get our setup working. I have spoken to one of our Remedy admin people and they think we do have a logon to the BMC download area, though didn't know the password himself, so will get on there next week and see about getting hold of the 7.1 user client.

You don't know how often I looked at the page at http://technet.microsoft.com/en-us/library/ee210402.aspx wishing that 'Setting up the Remedy ARS 7.5 System' actually linked to an article! I guess someone was going to write it at some point and it got forgotten.

Do you have any understanding of why the note on this page http://technet.microsoft.com/en-us/library/ee210393.aspx says that the interop Provider has to be installed on the primary management server? Again I took that to mean our SCOM RMS, but again perhaps I have misunderstood.

Once I've followed your instructions and got it working I'll return and 'Mark As Answer'.

Thanks - Jay

September 29th, 2012 1:44pm

Got hold of the 7.1 user client, and seem to now have installed both the provider and connector OK - the configuration utility actually managed to pull and install the provider certificate, and I can run winrm e http://schemas.microsoft.com/wbem/wsman/1/wmi/root/scx/* -r:https://xxxxxxxxx:1270 -u:xxxxxxx -p:xxxxxxx -auth:kerberos -encoding:utf-8 -skipCAcheck -skipCNcheck -filter:"select * from SCX_Connector where ManagementGroupName = 'test'" with no errors.

Now to try the next bit and see if I can get some alerts raising tickets.

Thanks for your help again.

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October 10th, 2012 6:51pm

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