how to build a connector between SCOM R2 and HP Service Center / Manager
In our company we have the needs to connect SCOM R2 with Hp Service Center.

Is there a guide how to build a connector forthat?

And is there an opportunity to automaticly create tickets for diffrent support teams?
December 4th, 2009 3:45pm

It is possible to do via the Universal connector but we are not aware of anyone that has done it yet so there is no guide that I know of.

I do not know the answer to your question about automatically creating tickets for different support teams without more details. Is this on the OpsMgr 2007 R2 side or the HP Service Center side?

-Steve

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December 6th, 2009 6:42pm

There is a german Microsoft partner developing such a connector for SCOM 2007 R2 and HP Service Center / Manager at the moment.
If you are still interested please drop a short note and he will get in contact with you.
The connector between SCOM 2007 R2 and HP Service Manager will be presented from the partner at the CeBIT 2010 in Hannover/Germany in March (http://www.cebit.de/homepage_e)
January 26th, 2010 9:11pm

Adreas,

I'm still interested.
Can you get me in contact with this person? Want to know more about this connector.
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January 27th, 2010 9:27am

Hello I'm a Developer from H&D International Group a partner of Microsoft in Germany.

We're engaged in Developing a bidirectional connector between System Center Operations Manager 2007 R2 and HP Service Manager using the Universal Connector. Our product will be presented at the CeBIT 2010 in Hannover, Germany.

To realize a bidirectional Connector between both systems there is the need of having an according interface on the side of HP Service Manager.
Therefor we implemented a webservice that returns the whole incident ticket from HP Service Manager. So we're able to map all fields and default values in HP Service Manager e.g. to the TicketID, the Owner, the Status and all Customfields of SCOM 2007 R2.

Your question, if there is an opportunity to create tickets for different support teams, depends strongly on the functionality on the side of HP Service Manager.  I think the standard webservice of HP Service Manager will not be able to give you the possibility to create incident tickets for different support teams.

In our connector you have to choose one of the following options :
1. Always create incident tickets for one assignment group e.g. the Service Desk Group
2. Create incident tickets for the assignment group which is responsible for the respective affected CI. So you need the according information from HP Service Manager.

If you're interested in more details don't hesitate to contact me. Also there is the possibility to demonstrate our connector in a Live Meeting Webcast.

Kind regards,

Sven Grigowski





January 28th, 2010 9:42am

Hi Sven,

I was talking to Steve on how well we can use the Interop connectors to integrate between SCOM and HP service desk 4.5 \ HP Service Manager 7. My requirement is to generate tickets in HP service desk based on the alerts from SCOM.

I think the connector that you developed will also kind of help me get one.It will be great if you share more. I was looking out for using the universal connector and then stumbled across yours. So want to know more are here are the questions.

1. Are you doing a code base developement on top of universal connector or your one doesnot have any thing to do with Universal connector?

2. You mention about webservice? Can you elaborate how I can move about taking my scenario into picture?


thanks

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February 3rd, 2010 10:17am

Hi sandeep,

following some information about our solution of integration between SCOM and HP Service Manager.

We implemented a windows service named "HuDBiTCOUNT" using the universal connector on the side of SCOM and using webservices on the side of HP Service Manager (HPSM). Our windows service monitors the directory where the universal provider places the alert xml (UnvEvents\FromOpsMgr) and reads 
the incoming alerts. The alerts are transformed and sended to HPSM using a webservice we implemented on the side of HPSM (here you can also use the standard webservice of HPSM for creating incident tickets). Our own HPSM webservice returns the whole incident ticket (that means with all attributes) to our windows service.  
This enables a complex mapping of attributes which means, that you're able to relate any information from SCOM attributes to any information in HPSM attributes in a bidirectional way. So you can relate each attribute from alert xml to any attribute of incident ticket in HPSM and also you can relate each attribute from HPSM incident ticket to the writeable attributes of SCOM (TicketID, Owner, Status and the CustomFields).
To provide incident updates to SCOM HuDBiTCOUNT polls the HPSM webservice and gets responding updates (e.g. update of assignment group). If you close an incident ticket in HPSM the related alert in SCOM will be closed, too. Corresponding to ITIL closing a SCOM - Alert the related incident will not be closed.
With our connector it's also possible to create incident tickets for different assignment groups (HPSM). Therefor we have a function in our HPSM webservice that returns the assignment group for a given CI / Device (e.g.: getting a alert for a windows server our connector gets the responsible assignment group for this machine and creates an according incident ticket for this group).
Based on our findings you aren't able to implement such a functionality using the standard webservice of HPSM. For all I know the standard webservice of HPSM only returns the incident ticket id and not the whole incident ticket.


Hope these information will help you. As said before if your are interested to know more about our connector I will be happy to demonstrate our connector in a Live Meeting Webcast.

Regards,
Sven
February 3rd, 2010 12:28pm

Hi Sven,

Thanks a lot for the detailed description.Defenetly I would like to view the webcast.

Please drop me a mail @ sandeep.ravindran@qmesoftware.com  with your contact details. Preferrably phone number so that touchbase with you and we can take it forward.
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February 3rd, 2010 4:07pm

Hi Sven,

It would be really great if you can share the document on integration of SCOM 2007 R2 with HPSM. We are in process for integrating of HPSM with Opsmgr now.

Is it must that I need to install webservices for HPSM before doing the integration.

Or do you have any SCOM connector availabel for HPSM.

Regards
Mash 
March 17th, 2010 11:23am

Hi manju,

we're implemented a connector between SCOM and HPSM that is named HuDBiTCOUNT. If you're interested in a livedemo don't hesitate to contact me.

On the side of HPSM we decided to use webservices for dataexchange.
Also, there are approaches that use ConnectIT (system for data exchange - also from HP) to transfer the data. How far this matches your requirements i'm not able to evaluate.
First we planned to use the default webservices of HPSM for creating incident tickets. But then we detected, that these webservices are not as flexible as we wanted. For some functionalities we needed to implement our own webservice that provides special infromation from HPSM. For example: Routing incident tickets to several Assignment Groups there was the need of having a webservice, that returns the responsible assignment group for the affected ci / monitored object in a SCOM-Alert.

If you only want to create incident tickets in HPSM from a SCOM-Alert without complex mapping of fields and values and without routing of tickets you can use the default webservices of HPSM. In my opinion the usage of the default webservices strongly depends on your requirements and on the level of customization of your HPSM.

We wanted the flexiblest solution, so we decided to implement our own HPSM webservices.

I'll check how far it's possible to share the documentation for our integration between SCOM and HPSM.


Regards,
Sven


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March 18th, 2010 3:38pm

Hello, Sven! 

You are still working towards SCOM and HPSM ?

May 30th, 2012 8:54am

This is doable via System Center Orchestrator 2012 today.

http://technet.microsoft.com/en-us/library/hh295851

Regards,

-Steve

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May 30th, 2012 4:01pm

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