Setting Up HEAT/ITSM Integration

Install and configure the HEAT Service Management Integration module so that you can use DSM with HEAT Classic, ITSM 6/7 or HEAT Service Management. Install the setup on the (primary) Business Logic Server in your environment. In the setup you will find the HEAT Service Management Integration option in the Reinstall or Add product/module settings.

Select the option and start the setup. Wizard dialogs will guide you through the installation process. The system provides all components on DSM side required for communication and data exchange with HEAT/ITSM.

You do not need a license key for the module; after installation, you can use the module immediately.

Please make sure to specify the required settings in the ICDB (configuration table) in the HEAT/ITSM Integration section. For ITSM 6, make sure to specify the URL of the FrontRange Integration Call Back Web Service, for ITSM 7 and HEAT Service Management the URL of the DSM Integration Service! If you are using the cloud solution, you have to specify the Authentication Key, that you received when purchasing the product.

Configuring HEAT/ITSM Integration

Specify several settings in the ICDB (configuration table) before DSM can start communicating with HEAT Classic, ITSM 6/7 or HEAT Service Management. Finally, open the HEAT/ITSM Manager and register the integration module on DSM side, as explained in the HEAT/ITSM documentation.

The values are defined on ORG level only and are not passed on to child levels.

Connection settings for HEAT Classic

1.In the Infrastructure view, open the Configuration tab and unlock the configuration database.

2.Select the HEAT/ITSM Integration section.

3.Select the entry Integration with: HEAT Classic.

4.Select the setting HEAT: Confirmation by e-mail. Specify whether you want the systemto send a confirmation to the administrator or not.

5.Select the setting HEAT: Recipient's e-Mail address. Specify the administrator's e-mail address who will receive the confirmation e-mail (e.g. [email protected]).

6.Select the setting HEAT: E-mail subject on success. Specify a title for the successful installation of the change request, e.g. ticket installed successfully, ticket closed.

7.Select the setting HEAT: E-mail subject on failure. Specify a title here if the change request was not executed correctly, e.g. ticket installation failed or journal entry created.

Connection settings for ITSM 6/7 or HEAT Service Management

1.In the Infrastructure view, open the Configuration tab and unlock the configuration database.

2.Select the HEAT/ITSM Integration section.

3.Select the entry Integration with: ITSM 6/7 or HEAT Service Management.

...if you are using ITSM 6, specify the following settings:

4.Select the setting ITSM 6: Callback WebService URL. Enter the full URL address of the FrontRange Integration Call Back Web Service of ITSM 6. This is the component DSM and ITSM 6 use for communication. Enter the following value: http://<servername>/ClientLCIntegrationCallbackWeb/IntegrationCallbackService.asmx

Make sure that the FRS Integration Call Back Service is available on ITSM side!

5.Select ITSM 6: WebService User. Specify the user who has permission to access the services of the products. Use the same user as specified for the FRS Integration Proxy Web Service on ITSM side.

6.Select ITSM 6: WebService user password. Specify the password of the Web Service user.

...if you are using ITSM 7 or HEAT Service Management, specify the following setting:

7.Select HEAT SM / ITSM 7: DSM Integration Service URL. Enter the complete DSM Integration Service's URL address. DSM and HEAT SM / ITSM use this interface to exchange data. Default port is 80 and can be modified via the HEAT SM / ITSM console. Enter the following value: http://<servername><port>/DSMIntegrationService/DSMIntegrationService.svc

...if you are using the Cloud solution of ITSM 7 or HEAT Service Management, specify the following settings:

8.Select the setting HEAT Cloud: Authentication Key. Enter the authentication key that you received when you purchased the product.

Supporting HEAT Assignments

Assigning Packages via DSM or HEAT

You can define separately for each software package, if the assignment is to take place in DSM or HEAT or whether both assignment types are possible.

1.Select a software package in the Software Library you want to assign to a client computer using HEAT.

2.Select the Properties tab and the section HEAT Integration in the Detail window.

3.Select HEAT to make the package assignable via a HEAT product.

4.Switch to the HEAT console. You have to import and activate the software package and to carry out appropriate configurations. The Web Services of DSM and HEAT mutually exchange data to create a policy in DSM.

Depending on the HEAT product you are using there are different rules for assigning software to computers:

•HEAT Classic and ITSM use their own groups of computers for the assignment. In DSM, these groups are displayed as special external ITSM groups.

•HEAT Service Management uses static DSM groups for assignment.

If you want to migrate the assignment later to enable the assignment by the other system or both systems, you have to change the property of the software package to the appropriate value. The system ensures that DSM ignores the original assignment and performs the latest setting.