Integration with Control-M?

[Sprince]

Has anyone successfully integrated with Control-M? We are trying to auto create incidents from Control-M alerts, and then send that ticket number back to the Control-M console to remove the emergency status etc.

[swatib]

Hello All

I am also looking for details on this particular integration.

You people may like to visit below link:

Control-M ServiceNow | BMC Communities

Thanks,

Swati

[Rahul Priyadars]

Have a Look at this Thread - Control-M v8.0 integration with ServiceNow | BMC Communities

Regards

RP

[seanphelan]

The shout message to script may look something like this:

FAIL [short SN queue name] 3 2 %%JOBNAME %%ORDERID %%COMPSTAT

 

FAIL = just a keyword to indicate this is going to create an abend ticket.  Expand on this in the future with keywords like LONG, LATE, etc to create tickets for different events - all controlled via the shout message on a job.

 

Short SN queue name = Unless the SN queue names have no spaces, I had to create what I call a translation file where I mapped a short name to the real SN queue name.  In the shout message, my queue name would be no more than 10 characters.  Something like FINANCE.  In a separate file, I mapped FINANCE to the real SN queue name which would be something like Corporate Finance Oncall (for example).  My script goes out and finds the mapping in order to build the data to send to SN.

 

3 = SN Impact, put it on the shout message so you can control it... some people might want a Sev2 for their jobs for example

 

2 = SN Urgency, these 2 combos of 3&2 are the lowest priority ticket.

 

%%JOBNAME = the job name

 

%%ORDERID = Order ID so that if there are multiple jobs with the same name, support can easily find it based on this value.

 

%%COMPSTAT = the return code of the failure, nice to put in the ticket if it means something to support.

 

I use all this data in the script to build the ServiceNow ticket summary to say something like this:

JobABCxyz (OrderID: 11111) failed with Return Code=1 (Nov 15, 2015 02:00:00)

 

The ticket description will be canned, define that in your script and pull the UNIX system date for the time of the failure.  Package all that up in your XML and ship it on over to SN.

The best way to do this (in my opinion) is to setup the "Send Alarm to Script" parameter.  The "script" it refers to will have to be something you create.  I have mine setup to create tickets on failures, exectime, late time/late sub, and custom. 

Firstly, you may want to contact your ServiceNow admin or support group and see if they currently offer a solution for auto creating tickets.  We drop a string of text on a MQ queue and that is translated into a Web Service call to ServiceNow.  All I had to do was give them the appropriate fields needed to map to items in ServiceNow within that string of text I'm passing.

After the method of creating a ticket is determined, you can work on your back end script.

The way it works is that every time an alert is generated, the alert fields are passed to the script via the gateway.  To see all the fields coming thru - assuming you are on a UNIX system, the initial script could have this:  echo $*

--- Check the gateway log to see the results after an alert hits the alert panel.

You would then build your script to parse out the fields you want and in turn pass to ServiceNow via Web Service or thru the method that support team would want you to follow.  I would post up mine but it's so site specific that it wouldn't really make any sense to go thru it.  The good thing is that using the "Send Alarm to Script" allows you to easily hook up to a new problem/change tool if ever needed in the future.

Hopefully this will get you started.