Dell EMC OpenManage Integration Version 1.1 with ServiceNow Installation Guide November 2020 Rev.
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Contents Chapter 1: Overview of Dell EMC OpenManage Integration with ServiceNow................................. 4 What is new.......................................................................................................................................................................... 5 Chapter 2: Installing OpenManage Integration with ServiceNow....................................................6 Compatibility matrix...............................................................................
1 Overview of Dell EMC OpenManage Integration with ServiceNow Dell EMC OpenManage Integration with ServiceNow assists enterprise-level organizations to improve the efficiency of their business-critical operations by bridging any gaps between their services and Operations Management processes.
Periodic and on-demand sync of PowerEdge servers detailed inventory from one or more OpenManage Enterprise instances into a ServiceNow Configuration Management Database (CMDB). ￭ Automatic creation of configuration items (CIs) for all the PowerEdge servers that are imported from one or more OpenManage Enterprise instances into a ServiceNow CMDB. ○ Event and incident management integration: ￭ Periodic and on-demand sync of events from one or more OpenManage Enterprise instances into a ServiceNow instance.
2 Installing OpenManage Integration with ServiceNow To install OpenManage Integration in a ServiceNow instance, perform the following steps: ● Download the OpenManage Integration installer package from the Dell EMC support site. ● Install the OpenManage Integration by uploading the OpenManage Integration update set. ● Deploy the Connector .jar file on a MID Server for fetching the inventory information, alerts, and Dell EMC support cases from OpenManage Enterprise and SupportAssist Enterprise respectively.
Table 1. Compatibility matrix (continued) Supported software, operating system, and Version hardware target PowerEdge Servers for monitoring in ServiceNow. Required user privileges The OpenManage Integration with ServiceNow application installs the following set of user roles in a ServiceNow instance: ● x_310922_omisnow.OMISNOW Operator for the OpenManage Integration Operator role. ● x_310922_omisnow.OMISNOW User for the OpenManage Integration User role.
Table 2.
In case of multiple connection profiles, configure MID servers based on the number of OpenManage Enterprise and SupportAssist Enterprise connection profiles. It is recommended to use one MID server per OpenManage Enterprise profile. For more information about downloading, installing, and configuring a MID Server in your data center, see the ServiceNow documentation at https://docs.servicenow.com/.
4. On the Import XML page, click Choose File and go to the file system where you have extracted the installer files of OpenManage Integration with ServiceNow, and then select the Dell_EMC_OpenManage_Integration_1_1_ServiceNow_UpdateSet.xml update set. 5. Click Upload. Upon successful completion of the upload, the update set is listed on the Retrieved Update Sets page and Loaded is displayed under the state column. 6.
After the attachment is successfully uploaded, close the Attachements dialog box. 4. Enter a name for the imported connector .jar file, and then click Submit. 5. Enter MID Server in the navigation filter, and then select the Servers module. 6. Under the Name column, select the MID Server, and then select Restart MID under Actions on selected rows. The status of the MID Server changes from Down to Up after it is successfully restarted. The Dell EMC connector .jar file is now deployed on the MID Server.
3 Upgrading to OpenManage Integration version 1.1 with ServiceNow ● A ServiceNow user with necessary user privileges. See Required user privileges on page 7. For more information about changing the application scope in a ServiceNow instance, see the ServiceNow documentation at https://docs.servicenow.com/ To upgrade OpenManage Integration with ServiceNow (OMISNOW), perform the following steps: 1. Run the script stop_jobs.
The uploaded update set is listed under System Update Sets > Retrieved Update Sets. For more information about update set transfers, see the ServiceNow documentation at https://www.docs.servicenow.com/. 8. Enable permissions for the following tables. ● ● ● ● ● ● ● ● ● Read, create, update, and delete permissions to the table x_317119_omisnow_dellemc_poweredge_server. Read and create permissions to the table x_310922_omisnow_openmanage_enterprise_connection_profile.
13. Import the Dell EMC connecter .jar file for OMISNOW 1.1 in Dell EMC OpenManage Integration application scope, and then restart the MID server. To import the .jar file, see Deploy OpenManage Integration connector .JAR on MID Server on page 10. 14. To monitor the devices, run the OpenManage Enterprise inventory sync and SupportAssist Enterprise case sync. 14 Upgrading to OpenManage Integration version 1.
4 Uninstalling OpenManage Integration with ServiceNow A ServiceNow user with necessary user privileges. See Required user privileges on page 7. The application scope of the ServiceNow must be changed to: ● (Optional) Global application scope to delete OpenManage Integration records such as events, alerts, and incidents. ● Dell EMC OpenManage Enterprise application scope to delete the OpenManage Integration.
d. On the Confirmation dialog box, review the warning message, and click Delete. 4. Run the script uninstall_DeleteServerRecords.js to delete the server records. a. Go to the file system where you have extracted the DELL_EMC_OpenManage_Integration_ServiceNow_Background_Scripts folder that contains the scripts. b. Open and copy the uninstall_DeleteServerRecords.js content. c. In the navigation filter, select System Definition > Scripts - Background. d.
5 Additional resources Table 3. Additional resources Document Description Dell EMC OpenManage Provides information about using and Integration with ServiceNow troubleshooting OpenManage Integration User's Guide with ServiceNow. Dell EMC OpenManage Provides information about new features, Integration with ServiceNow known issues, and workarounds in Release Notes OpenManage Integration with ServiceNow. Availability 1. Go to Dell.com/OpenManageManuals. 2.
6 Accessing documents from the Dell EMC support site You can access the required documents in one of the following ways: ● Using the following links: ○ For Dell EMC Enterprise Systems Management, Dell EMC Remote Enterprise Systems Management, and Dell EMC Virtualization Solutions documents — https://www.dell.com/esmmanuals ○ For Dell EMC OpenManage documents — https://www.dell.com/openmanagemanuals ○ For iDRAC documents — https://www.dell.
7 Contacting Dell EMC Dell EMC provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell EMC product catalog. To contact Dell EMC for sales, technical support, or customer service issues: 1. Go to Dell.com/support. 2.
