Service Manager

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Configuring the HEAT DSM Legacy Integration

•Establishing the HEAT DSM Legacy Environment

•Configuring the HEAT DSM Legacy Integration

•Pinging the HEAT DSM Server

•About Synchronizing Software Packages and Sets

•Activating Software Packages, Software Sets, and Operating System Sets

•Specifying Approval for Software Packages

•Viewing and Editing Default Installation Parameters

•Linking Software Packages to HEAT Software Records

•Defining Hardware and Software Profiles

•Mapping Configuration Items to HEAT DSM-Managed Computers

Establishing the HEAT DSM Legacy Environment

To establish the initial Service Manager-HEAT DSM environment, do the following:

Step #	Step Description	Reference
1	Specify the HEAT DSM server URL and restart the HEAT DSM Messenger service.	Configuring the HEAT DSM Legacy Integration
2	Ping the HEAT DSM server from Service Manager to verify connectivity.	Pinging the HEAT DSM Server
3	Synchronize software so that software packages and sets on the HEAT DSM system are accessible through Service Manager.	About Synchronizing Software Packages and Sets
4	Activate software to make it available for installation or provisioning through Service Manager. Optional: During activation you can update software parameters, specify whether approval is required, and publish the software by making it available in the Self-Service Portal.	Activating Software Packages, Software Sets, and Operating System Sets and Specifying Approval for Software Packages
5	Optional. Update default software package parameters.	Viewing and Editing Default Installation Parameters
6	Link software packages to Service Manager software records to enable HEAT DSM-managed software to appear in the Service Manager software list.	Linking Software Packages to HEAT Software Records
7	Create hardware and software profiles for provisioning.	Defining Hardware and Software Profiles
8	Map Service Manager configuration items to HEAT DSM-managed computers.	Mapping Configuration Items to HEAT DSM-Managed Computers

Configuring the HEAT DSM Legacy Integration

You must apply the following changes in HEAT  DSM:

1.Update to HEAT DSM Release 7.0.2 or a newer version.

2.Open the HEAT DSM Console.

3.Specify the URL for the HEAT DSM integration service.

HEAT DSM Console

4.Log into the Service Manager Configuration Database. See the Configuration Database Guide for Ivanti Service Manager for more information about using the Service Manager Configuration Database.

5.Open the Tenants workspace and then open the tenant.

6.Copy the value in the Client Authentication Key field into the DSM Console field in the HEAT DSM Console.

7.Set the Integration with field to HEAT Cloud Platform. (This was formerly called ITSM SaaS.)

8.Save the changes that you made in the HEAT DSM Console.

9.Stop and restart the HEAT DSM Messenger Service.

10.Ping the HEAT DSM server from Service Manager to verify connectivity, as described in Pinging the HEAT DSM Server.

Pinging the HEAT DSM Server

Ping the HEAT DSM server to check the connection between Service Manager and HEAT DSM.

1.Log into the Service Desk Console.

2.Open the DSM On-Demand Sync Request - Legacy workspace.

3.Click New DSM Sync Request.

4.From the Sync Request Type menu, choose Ping DSM Service.

5.Click Save.

6.Click Refresh.

•If the ping is successful, the status changes to completed.

•If the ping fails, the status changes to failed.

HEAT DSM Ping Server

If the ping fails, do the following:

•Check the connectivity between the HEAT DSM Messenger Service and the HEAT DSM integration web services.

•Check the connectivity between the HEAT DSM server and the HEAT DSM integration web services.

•Check the workflow instantiation record upon creating the ping request.

About Synchronizing Software Packages and Sets

On the HEAT DSM system, software types and properties determine which software can be synchronized and managed through Service Manager.

Software synchronization between HEAT DSM and Service Manager can be performed manually (on-demand) or on a defined schedule.

•Synchronized Software Types

•Synchronizing the Software On-Demand

•About Scheduled Synchronization

•Synchronizing Software on a Recurring Schedule

•Updating the HEAT DSM Schedule Entry Workflow

•Post-Synchronization Tasks

Synchronized Software Types

The following software types are synchronized between HEAT DSM and Service Manager whenever a synchronization occurs:

Not all types of software packages and sets can be managed through Service Manager. See Software Properties in HEAT DSM for details about which types can and cannot be managed through Service Manager.

Software Type as Displayed in HEAT DSM	Software Type as Displayed in Ivanti Service Manager	Available in Ivanti Service Manager as ...
Application Package	Software Package	Software Installation Software Reinstallation Computer Provisioning Computer Reprovisioning
eScript Package	Software Package	Software Installation Software Reinstallation Computer Provisioning Computer Reprovisioning
Software Set	Software Set	Computer Provisioning Computer Reprovisioning
OS Installation Set	OS Set	Computer Provisioning Computer Reprovisioning

For example, a software package residing on the HEAT DSM system in the Application Package category has a software type of Software Package when it appears in Service Manager. The package is available for software installation, reinstallation, provisioning, and reprovisioning within Service Manager.

Synchronizing the Software On-Demand

To synchronize software manually, do the following:

1.Log into the Service Desk Console.

2.Open the DSM On-Demand Sync Request - Legacy workspace.

3.Click New DSM Sync Request.

4.From the Sync Request Type menu, choose Sync Software The system sets the HEAT DSM status to requested.

5.Optional. Select the Workflow Instance tab to view workflow status and other details. To view information about each workflow block (and not just the workflow instance), highlight the workflow instance and click Go to.

6.Click Save.

When the system complete the synchronization, the system changes the status to completed. The system synchronizes all of the software types described in Synchronized Software Types between HEAT DSM and Service Manager.

About Scheduled Synchronization

A single default daily schedule is set up to synchronize software and computers. However, you can modify this record or create separate records to synchronize software and computers on different schedules.

Synchronizing Software on a Recurring Schedule

1.Log into the Service Desk Console.

2.Open the Schedule Entry workspace. The system displays the Schedule Entry List view.

3.Open a DSM Software Sync and Computer Sync record.

4.In the default schedule, view or modify any of the fields.

5.Click Save.

Updating the HEAT DSM Schedule Entry Workflow

1.From the Configuration Console, click Build > Business Objects to open the Business Objects workspace.

2.Open the ScheduleEntry business object.

3.Click the Workflows tab.

4.From the list of workflows, select the schedule that you created, either DSM Computer Sync or DSM Software Sync.

5.If there are different versions of the same workflow, click the edit icon next to the active version, which is highlighted in green. The system displays the Workflow Designer.

6.Click Configuration from the toolbar. The system displays the Workflow Configuration dialog box.

7.Click the Trigger Definition tab.

8.From the Use Schedule Definition drop-down list, select the schedule that you created.

9.Click Save to associate the workflow with the schedule entry business object.

10.Save the workflow.

The new workflow definition is not published until you click Publish and confirm that you want to publish the new definition.

11.Go back to the Workflow workspace and click the publish icon to publish the new workflow definition.

Post-Synchronization Tasks

After you have synchronized software, you must do the following:

•Make available (or activate) the software packages, software sets, and operating systems and publish in the Self-Service Portal the software packages and sets that were synchronized between HEAT DSM and Service Manager, as described in Activating Software Packages, Software Sets, and Operating System Sets.

•If appropriate, specify whether approval is required before the software package is made available to the requester, as described in Specifying Approval for Software Packages.

•Associate one or more HEAT DSM-defined software packages into a Service Manager software record, as described in Linking Software Packages to HEAT Software Records. Only software packages that are linked to the Service Manager software record are available in the Self-Service Portal and to Service Desk Analysts.

•View the installation parameters for a software package, as described in Viewing and Editing Default Installation Parameters.

•View operating systems linked to the software packages, as described in Viewing Operating Systems Linked to Software Packages.

•Map your configuration items to the HEAT DSM-managed computers, as described in Mapping Configuration Items to HEAT DSM-Managed Computers.

Activating Software Packages, Software Sets, and Operating System Sets

After synchronization between HEAT DSM and Service Manager, the software or operating system has a status of not available in Service Manager until it is activated. You must activate any software that has a status of not available before it can be installed or provisioned in Service Manager.

You must publish the software package and software set in the Self-Service Portal so that it is available for requesters from the Self-Service Portal.

1.Log into the Service Desk Console.

2.Open one or more of the following workspaces:

•To make available software packages, open the DSM Software Package - Legacy workspace.

•To make available software sets, open the DSM Software Set - Legacy workspace.

•To make available software operating systems, open the DSM Operating System Set - Legacy workspace.

3.Click the arrow at the top of the Status column, then choose Group by this Field. The system lists all the records set to not available together.

4.Depending on the workspace you are in, choose one of the following actions:

•Activate Software Package: If you are in the DSM Software Package - Legacy workspace.

•Activate Software Set: If you are in the DSM Software Set - Legacy workspace.

•Activate OS Set: If you are in the DSM Operating System Set - Legacy workspace.

The system sets the status to requested and creates a task to activate. After the HEAT DSM server processes the task, the system sets the status to available.

5.Select the records to make available to end users in the Self-Service Portal:

•Publish to Self Service: If you are in the DSM Software Package - Legacy workspace.

•Publish to Self Service: If you are in the DSM Software Set - Legacy workspace.

You can also open a record and select Publish to Self Service.

The Publish to SelfService column shows a value of yes and the system makes the item available in the Self-Service Portal.

Specifying Approval for Software Packages

If you specify approval for a software package, an approval task is created when the software is requested from the Self-Service Portal.

To require approval for hardware or operating system sets, see Defining Hardware and Software Profiles.

1.Log into the Service Desk Console.

2.Open the DSM Software Package workspace.

3.Open the record for which to specify approval.

4.On the Details tab, check Approval required. The Approval Required column in the list view shows a value of yes.

5.Save the record.

Viewing and Editing Default Installation Parameters

Installation parameters (such as parameter name, display name, additional text, and so on) that are displayed in a software package are inherited from the HEAT DSM system when software packages are synchronized. You can, however, edit the inherited parameters and make the edited parameters default to Service Manager.

1.Log into the Service Desk Console.

2.Open the DSM Software Package - Legacy workspace.

3.Select a record for which to view installation parameters, and open it.

4.Click the Installation Params tab.

5.Select a parameter in the list and open it or click Go to.

6.In the Edit Installation Parameters window, do any of the following:

•In the Display Name field, enter a new display name.

•From the Parameter Type menu, select an option: integer, text, or password.

•Check Required if the parameter is mandatory.

7.Click Save.

Linking Software Packages to HEAT Software Records

•Linking Software Packages to HEAT Software Records

•Creating a New HEAT Software Record and Linking to a Software Package

•Viewing Operating Systems Linked to Software Packages

Linking Software Packages to HEAT Software Records

Use the HEAT DSM user interface to create installable software packages. You can optionally use the Service Manager server to associate one or more HEAT DSM-defined software packages to a Service Manager software record.

The system displays Service Manager software records, which are containers for groupings of software packages, as selectable choices in the Software field of the Software Details tab of a Software Installation Request template.

If an appropriate Service Manager software record does not exist, create a new record as described in Creating a New HEAT Software Record and Linking to a Software Package.

1.Log into the Service Desk Console.

2.Open the DSM Software Package - Legacy workspace. The system displays list of packages.

3.Double-click the record that to link to Service Manager software.

4.From the FRS Software tab, click Link. The system displays a list of Service Manager software records.

5.Choose the record to which to link software packages, then click Select.

6.Repeat to link other Service Manager software to the software package.

7.Click Save.

Creating a New HEAT Software Record and Linking to a Software Package

If the existing set of Service Manager software records does not meet your requirements, create a new Service Manager software record.

1.Log into the Service Desk Console.

2.Open the DSM Software Package - Legacy workspace.

3.Select the record to link to Service Manager software, and open it.

4.From the FRS Software tab, click New FRS_Software.

5.Enter information into the Name, Version, Edition, and Price fields as needed.

6.Click Save. The new Service Manager software record is now associated with the HEAT DSM software package.

Viewing Operating Systems Linked to Software Packages

In HEAT DSM, software packages are mapped to one or more operating systems. After the HEAT DSM synchronization occurs, the operating systems that are associated with software packages are populated in Service Manager from HEAT DSM.

Operating systems that are linked to software packages appear as a prepopulated field in the Software Installation Request template when a user in the Self-Service Portal selects a software package from the software menu. The value of the operating system field is also derived from the computer selected.

1.Log into the Service Desk Console.

2.Open the DSM Software Package - Legacy workspace.

3.Select a record for which to view the associated operating systems, and open it.

4.Select the Platform tab. View the linked operating systems.

Defining Hardware and Software Profiles

•About Defining Hardware and Software Profiles

•Defining Hardware Profiles

•Defining Software Profiles

About Defining Hardware and Software Profiles

Hardware and software profiles are used when a new computer is provisioned or when a new software installation is requested in the Self-Service Portal. The system uses the information that you defined in a profile to populate the Hardware Profile and Software Profile fields whenever you submit a new request or incident or whenever a Service Desk Analyst creates one.

Defining Hardware Profiles

When a requester submits a provisioning request in the Self-Service Portal, the system uses the information that they defined in the hardware profile to populate the Hardware Profile field and the Incident Details tab.

The hardware profile that you create here will be linked to computers through the Model field in configuration item records as described in Mapping Configuration Items to HEAT DSM-Managed Computers. This allows all computers having the same model number to be included in a single hardware profile.

1.Log into the Service Desk Console.

2.Open the Provisioning Profile Hardware - Legacy workspace.

3.Click New Hardware Profile.

4.Enter information into the fields.

Field	Description
Name	The name to show in the drop-down list in the Hardware Profile field in Incident Details or Request Detail (in the Self-Service Portal) when a computer provisioning incident is created.
Model	The model of computer (as defined in the configuration item record Model field) that will be included in this hardware profile. For example, the model shown in the Hardware Profile record above specifies that all computers having that model in their configuration item record Model field are included in this hardware profile.
Hardware Type	An appropriate hardware type, such as desktop or server. To create a new type, click Add. In the New Hardware Type field, enter a new type of hardware and then click Save.
OSType	An appropriate operating system type.
Price	A price for this hardware.
Publish to SelfService	Makes this hardware profile available in the Self-Service Portal.
Description	Optional. A description of this profile.

5.Click Save.

Defining Software Profiles

When a requester submits a provisioning request in the Self-Service Portal, the system uses the information that they defined in the software profile to populate the Software Profile field and the Incident Details tab.

1.Log into the Service Desk Console.

2.Open the Provisioning Profile Software - Legacy workspace.

3.Click New Software Profile.

4.Fill in the Name, OS Type, OS Set, and Description fields. The value that you enter in the Name field displays as a choice in the drop-down list in the Software Profile field in Incident Details when a computer provisioning incident is created.

All activated operating system sets are available as choices in the OS Set field (See Activating Software Packages, Software Sets, and Operating System Sets). Your selection displays under Included Software in Incident Details and in the Installation Package field in the Self-Service Portal.

5.Check Approval Required to require approval for provisioning of this software profile.

6.Select the DSM Managed Software tab to include additional software packages or software sets in the software profile.

7.Click Link to link HEAT DSM-managed software records to the software profile. The system displays the linked software packages and sets with the operating system set under Included Software in Incident Details and in the Installation Package field in the Self-Service Portal.

The system displays a list of HEAT DSM-managed software records.

8.Choose a record to link to software profiles, then click Select.

9.Repeat to link other software packages and sets.

10.Click Save.

Mapping Configuration Items to HEAT DSM-Managed Computers

•About Mapping Configuration Items to HEAT DSM-Managed Computers

•Manually Creating a Configuration Item Computer Record and Mapping to HEAT DSM

•Mapping a Discovered Computer to HEAT DSM

About Mapping Configuration Items to HEAT DSM-Managed Computers

Before you begin this process, ensure that HEAT DSM, the Service Manager inventory management application, or another Discovery product is able to export configuration items for managed computers to Service Manager so that the configuration items are available in Service Manager prior to starting this procedure. If this is not the case, you must manually create a configuration item for each HEAT DSM-managed computer before performing the following procedures.

We recommend that all new computers enable network boot prior to provisioning.

When configuration items are first created or discovered in Service Manager, they do not contain HEAT DSM ID or HEAT DSM platform information. These fields are auto-filled during the mapping procedures described in this section; you cannot enter or edit information in these fields manually.

After these fields are populated, their information is used as follows:

•To provision a computer from Service Manager, the DSM ID field must be populated.

•To install software packages on the computer from Service Manager, the DSM ID and DSM Platform fields must be populated.

Manually Creating a Configuration Item Computer Record and Mapping to HEAT DSM

Before you perform this procedure, the new computer must be identified in HEAT DSM by a HEAT DSM administrator. We recommend that the new computer have network boot enabled, or press F12 during the boot sequence.

1.Log in to the application as a Discovery Manager.

2.Open the CI workspace.

3.Click New and select the appropriate New CI Type, such as workstation or server.

4.Enter information into the fields.

Field	Description
Name	The name of the computer to which you are mapping. The name you provide must be the NetBIOS name of the computer (for example, (http://xyz.abc.com/kb/1234). The name can have a maximum of 15 characters and cannot contain any special characters.
Domain	The domain name of the computer to which you are mapping.
MAC Address	The MAC address of the computer. The MAC address must contain 12 characters and no dashes (for example, 0286BCF423F0).
Owner	An owner for this computer.

5.Manually map the configuration item to computer as follows:

a.

Log into the Service Desk Console.

b.

Open the DSM On-Demand Sync Request - Legacy workspace.

c.

Click New DSM Sync Request.

d.

In the Sync Request Type field, select Identify Computers.

e.

Click Save.

After the sync is successful, the system populates the DSM ID and DSM Platform fields in the configuration item record based on the MAC address that you specified.

Instead of performing the configuration item-to-computer mapping manually, you can wait until the mapping is executed on a recurring basis when the DSM Computer Sync workflow runs. To view or set up a mapping schedule, see About Scheduled Synchronization.

Mapping a Discovered Computer to HEAT DSM

1.Install the gateway on the client computer, if this has not been done before.

2.Log into the Service Desk Console.

3.Open the Gateway workspace, and then open the record.

4.Click Scan Active Directory.

5.At the prompt, click Yes. The system starts the scanning process. The system lists the unmanaged computers when the scan is complete.

6.Click the task link to open the Agent Tasks tab from where you can view the progress of the scan.

The scan is displayed as an agent task, with a status (pending or complete). When the Active Directory scan has finished, all the unmanaged computers are listed.

7.Click the Configuration Item tab, then select the devices to which to deploy the agent, and click Deploy Agent.

8.Click Yes to confirm that you want to deploy to the selected computers.

9.Click Audit Inventory.

10.Click Yes to confirm that you want to proceed.

The system creates an audit task. It can take a while for the agent to receive the task and act on it (up to 30 minutes with the default settings), and then a while longer for the resulting data to be processed into the CMDB. When the audit has finished, any changes since the last audit are recorded. If there are no changes since the last inventory, no additional information is recorded.

You can continue to work while the audit is being processed.

You must install the HEAT DSM client agent on all the computers to manage via HEAT DSM. Refer to the HEAT DSM documentation for more information.

11.Map the configuration item to the computer as follows:

a.

Log into the Service Desk Console.

b.

Open the DSM On-Demand Sync Request - Legacy workspace.

c.

Click New DSM Sync Request.

d.

In the Sync Request Type field, select Identify Computers.

e.

Click Save.

After the sync is successful, the system populates the DSM ID and DSM Platform fields in the configuration item record.