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使用 IT 服务管理连接器将 Azure 连接到 ITSM 工具Connect Azure to ITSM tools by using IT Service Management Connector

IT 服务管理连接器 (ITSMC) 允许将 Azure 连接到受支持的 IT 服务管理 (ITSM) 产品或服务。IT Service Management Connector (ITSMC) allows you to connect Azure to a supported IT Service Management (ITSM) product or service.

Azure 服务(例如 Azure Log Analytics 和 Azure Monitor 提供用于检测、分析和解决 Azure 和非 Azure 资源的问题的工具。Azure services like Azure Log Analytics and Azure Monitor provide tools to detect, analyze, and troubleshoot problems with your Azure and non-Azure resources. 但与问题相关的工作项通常位于 ITSM 的产品或服务中。But the work items related to an issue typically reside in an ITSM product or service. ITSMC 在 Azure 与 ITSM 工具之间提供双向连接,有助于更快地解决问题。ITSMC provides a bi-directional connection between Azure and ITSM tools to help you resolve issues faster.

ITSMC 支持使用以下 ITSM 工具建立的连接:ITSMC supports connections with the following ITSM tools:

  • ServiceNowServiceNow
  • System Center Service ManagerSystem Center Service Manager
  • ProvanceProvance
  • CherwellCherwell

备注

从2020年10月 Cherwell 和 Provance ITSM 集成的 Azure 警报将不再为新客户启用。As of 1-Oct-2020 Cherwell and Provance ITSM integrations with Azure Alert will no longer will be enabled for new customers. 不支持新的 ITSM 连接。New ITSM Connections will not be supported. 将支持现有的 ITSM 连接。Existing ITSM connections will be supported.

通过 ITSMC,你可以:With ITSMC, you can:

  • 基于 Azure 警报在 ITSM 工具中创建工作项, (指标警报、活动日志警报和 Log Analytics 警报) 。Create work items in your ITSM tool, based on your Azure alerts (metric alerts, activity log alerts, and Log Analytics alerts).
  • 可以选择将 ITSM 工具中的事件和更改请求数据同步到 Azure Log Analytics 工作区。Optionally, you can sync your incident and change request data from your ITSM tool to an Azure Log Analytics workspace.

有关法律条款和隐私策略的信息,请参阅 Microsoft 隐私声明For information about legal terms and the privacy policy, see Microsoft Privacy Statement.

可以通过完成以下步骤开始使用 ITSMC:You can start using ITSMC by completing the following steps:

  1. 添加 ITSMC。Add ITSMC.
  2. 创建 ITSM 连接。Create an ITSM connection.
  3. 使用连接。Use the connection.

添加 IT 服务管理连接器Add IT Service Management Connector

你需要添加 ITSMC,然后才能创建连接。Before you can create a connection, you need to add ITSMC.

  1. 在 Azure 门户中,选择 " 创建资源":In the Azure portal, select Create a resource:

    显示 "创建资源" 菜单项的屏幕截图。

  2. 在 Azure Marketplace 中搜索 IT 服务管理连接器Search for IT Service Management Connector in Azure Marketplace. 选择 " 创建":Select Create:

    屏幕截图,显示 Azure Marketplace 中的 "创建" 按钮。

  3. 在 " OMS 工作区 " 部分中,选择要在其中安装 ITSMC 的 Azure Log Analytics 工作区。In the OMS Workspace section, select the Azure Log Analytics workspace where you want to install ITSMC.

    备注

    • 作为 Microsoft Operations Management Suite (OMS) 到 Azure Monitor 的持续转换的一部分,OMS 工作区现在称为 Log Analytics 工作区As part of the ongoing transition from Microsoft Operations Management Suite (OMS) to Azure Monitor, OMS Workspaces are now referred to as Log Analytics workspaces.
    • ITSMC 只能安装在以下区域 Log Analytics 工作区中:美国东部、美国西部2、美国中南部、美国西部、US Gov 亚利桑那州、US Gov 弗吉尼亚州、加拿大中部、西欧、东南亚、东南亚、日本东部、印度中部、东南亚、日本东部、印度中部、澳大利亚东南部和澳大利亚东南部。ITSMC can be installed only in Log Analytics workspaces in the following regions: East US, West US 2, South Central US, West Central US, US Gov Arizona, US Gov Virginia, Canada Central, West Europe, South UK, Southeast Asia, Japan East, Central India, and Australia Southeast.
  4. 在 " Log Analytics 工作区 " 部分中,选择要在其中创建 ITSMC 资源的资源组:In the Log Analytics workspace section, select the resource group where you want to create the ITSMC resource:

    显示 "Log Analytics 工作区" 部分的屏幕截图。

    备注

    作为 Microsoft Operations Management Suite (OMS) 到 Azure Monitor 的持续转换的一部分,OMS 工作区现在称为 Log Analytics 工作区As part of the ongoing transition from Microsoft Operations Management Suite (OMS) to Azure Monitor, OMS workspaces are now referred to as Log Analytics workspaces.

  5. 选择“确定”。Select OK.

部署 ITSMC 资源后,窗口右上角会出现一个通知。When the ITSMC resource is deployed, a notification appears at the upper-right corner of the window.

创建 ITSM 连接Create an ITSM connection

安装 ITSMC 后,可以创建连接。After you've installed ITSMC, you can create a connection.

若要创建连接,需要准备 ITSM 工具以允许来自 ITSMC 的连接。To create a connection, you'll need to prep your ITSM tool to allow the connection from ITSMC.

根据你要连接到的 ITSM 产品,选择以下链接之一来了解相关说明:Based on the ITSM product you're connecting to, select one of the following links for instructions:

准备好 ITSM 工具后,请完成以下步骤以创建连接:After you've prepped your ITSM tools, complete these steps to create a connection:

  1. 在 " 所有资源" 中,查找 ServiceDesk (你的工作区名称)In All resources, look for ServiceDesk(your workspace name):

    显示 Azure 门户中最近的资源的屏幕截图。

  2. 在左侧窗格中的 " 工作区数据源 " 下,选择 " ITSM 连接Under Workspace Data Sources in the left pane, select ITSM Connections:

    显示 ITSM 连接菜单项的屏幕截图。Screenshot that shows the ITSM Connections menu item. 此页显示连接列表。This page displays the list of connections.

  3. 选择 " 添加连接"。Select Add Connection.

  4. 按照为 ITSM 产品/服务配置 ITSMC 连接中所述指定连接设置。Specify the connection settings as described in Configuring the ITSMC connection with your ITSM products/services.

    备注

    默认情况下,ITSMC 每24小时刷新一次连接的配置数据。By default, ITSMC refreshes the connection's configuration data once every 24 hours. 若要立即刷新连接的数据以反映所做的任何编辑或模板更新,请在连接的边栏选项卡上选择 " 同步 " 按钮:To refresh your connection's data instantly to reflect any edits or template updates that you make, select the Sync button on your connection's blade:

    显示连接边栏选项卡上的 "同步" 按钮的屏幕截图。

使用 ITSMCUse ITSMC

可以使用 ITSMC 从 Azure 警报创建工作项,Log Analytics 警报和 Log Analytics 日志记录。You can use ITSMC to create work items from Azure alerts, Log Analytics alerts, and Log Analytics log records.

模板定义Template definitions

可以使用 ITSM 工具定义的模板的工作项类型。There are work item types that can use templates that are defined by the ITSM tool. 通过使用模板,可以定义将根据定义为操作组一部分的固定值自动填充的字段。By using templates, you can define fields that will be automatically populated according to fixed values that are defined as part of the action group. 可在 ITSM 工具中定义模板。You define templates in the ITSM tool. 您可以定义要将哪个模板用作操作组定义的一部分。You can define in which template you would like to use as a part of the definition of the action group.

根据 Azure 警报创建 ITSM 工作项Create ITSM work items from Azure alerts

创建 ITSM 连接后,可以基于 Azure 警报在 ITSM 工具中创建工作项。After you create your ITSM connection, you can create work items in your ITSM tool based on Azure alerts. 若要创建工作项,请使用操作组中的 ITSM 操作。To create the work items, you'll use the ITSM action in action groups.

操作组为你的 Azure 警报提供模块化且可重用的方法来触发操作。Action groups provide a modular and reusable way to trigger actions for your Azure alerts. 可以在 Azure 门户中将操作组与指标警报、活动日志警报和 Azure Log Analytics 警报一起使用。You can use action groups with metric alerts, activity log alerts, and Azure Log Analytics alerts in the Azure portal.

备注

创建 ITSM 连接后,需要等待30分钟,同步过程才能完成。After you create the ITSM connection, you need to wait for 30 minutes for the sync process to finish.

使用以下过程来创建工作项:Use the following procedure to create work items:

  1. 在 Azure 门户中,选择 " 警报"。In the Azure portal, select Alerts.

  2. 在屏幕顶部的菜单中,选择 " 管理操作":In the menu at the top of the screen, select Manage actions:

    显示 "管理操作" 菜单项的屏幕截图。

    此时将显示 " 创建操作组 " 窗口。The Create action group window appears.

  3. 选择要在其中创建操作组的 订阅资源组Select the Subscription and Resource group where you want to create your action group. 为操作组提供 " 操作组名称 " 和 " 显示名称 "。Provide an Action group name and Display name for your action group. 选择 " 下一步:通知"。Select Next: Notifications.

    显示 "创建操作组" 窗口的屏幕截图。

  4. 在通知列表中,选择 " 下一步:操作"。In the notification list, select Next: Actions.

  5. 在 "操作" 列表中,选择 "操作类型" 列表中的 ITSMIn the actions list, select ITSM in the Action Type list. 提供操作的 名称Provide a Name for the action. 选择表示 编辑详细信息 的笔按钮。Select the pen button that represents Edit details.

  6. 在 " 订阅 " 列表中,选择 Log Analytics 工作区所在的订阅。In the Subscription list, select the subscription in which your Log Analytics workspace is located. 在 " 连接 " 列表中,选择 ITSM 连接器名称。In the Connection list, select your ITSM connector name. 后跟工作区名称。It will be followed by your workspace name. 例如,MyITSMConnector (MyWorkspace) 。For example, MyITSMConnector(MyWorkspace).

  7. 选择 工作项 类型。Select a Work Item type.

  8. 如果要使用固定值填写现成字段,请选择 " 使用自定义模板"。If you want to fill out-of-the-box fields with fixed values, select Use Custom Template. 否则,请在 "模板" 列表中选择现有 模板,然后在模板字段中输入固定值。Otherwise, choose an existing template in the Template list and enter the fixed values in the template fields.

  9. 如果 为每个配置项目选择 "创建单独的工作项",则每个配置项都将有自己的工作项。If you select Create individual work items for each Configuration Item, every configuration item will have its own work item. 每个配置项目都有一个工作项。There will be one work item per configuration item. 它将根据将要创建的警报进行更新。It will be updated according to the alerts that will be created.

    • 在工作项下拉列表中选择 "事件" 或 "警报":如果清除了 " 为每个配置项目创建单独的工作项 " 复选框,则每个警报都将创建一个新的工作项。In a case you select in the work item dropdown "Incident" or "Alert": If you clear the Create individual work items for each Configuration Item check box, every alert will create a new work item. 每个配置项目可能有多个警报。There can be more than one alert per configuration item.

    显示 ITSM 票证窗口的屏幕截图。

    • 在 "工作项" 下拉列表中选择 "事件" 时:如果为单选按钮选择中的 每个日志项选择 "创建单独的工作项 ",则每个警报都将创建一个新的工作项。In a case you select in the work item dropdown "Event": If you select Create individual work items for each Log Entry in the radio buttons selection, every alert will create a new work item. 如果为单选按钮选择中的 每个配置项目选择 "创建单独的工作项 ",则每个配置项都将有自己的工作项。If you select Create individual work items for each Configuration Item in the radio buttons selection, every configuration item will have its own work item. 显示 ITSM 票证窗口的屏幕截图。Screenshot that shows the ITSM Ticket window.
  10. 选择“确定”。Select OK.

当你创建或编辑 Azure 警报规则时,使用具有 ITSM 操作的操作组。When you create or edit an Azure alert rule, use an action group, which has an ITSM action. 当警报触发时,会在 ITSM 工具中创建或更新工作项。When the alert triggers, the work item is created or updated in the ITSM tool.

备注

  • 有关 ITSM 操作定价的信息,请参阅操作组的 定价页For information about the pricing of the ITSM action, see the pricing page for action groups.

  • 当使用 ITSM 操作发送警报规则时,警报规则定义中的简短说明字段限制为40个字符。The short description field in the alert rule definition is limited to 40 characters when you send it by using the ITSM action.

可视化和分析事件与更改请求数据Visualize and analyze the incident and change request data

根据设置连接时的配置,ITSMC 可以同步最多120天的事件和更改请求数据。Depending on your configuration when you set up a connection, ITSMC can sync up to 120 days of incident and change request data. 本文的 下一部分 提供了此数据的日志记录架构。The log record schema for this data is provided in the next section of this article.

可以使用 ITSMC 仪表板可视化事件和更改请求数据:You can visualize the incident and change request data by using the ITSMC dashboard:

显示 ITSMC 仪表板的屏幕截图。

该仪表板还提供有关连接器状态的信息,可将其用作分析连接问题的起点。The dashboard also provides information about connector status, which you can use as a starting point to analyze problems with the connections.

你还可以在服务映射中将与受影响计算机同步的事件可视化。You can also visualize the incidents synced against the affected computers in Service Map.

服务映射自动发现 Windows 和 Linux 系统上的应用程序组件并映射服务之间的通信。Service Map automatically discovers the application components on Windows and Linux systems and maps the communication between services. 它允许你查看服务器,就像你想象的那样:作为提供重要服务的互连系统。It allows you to view your servers as you think of them: as interconnected systems that deliver critical services. 服务映射显示在任何 TCP 连接的体系结构中服务器、进程和端口之间的连接。Service Map shows connections between servers, processes, and ports across any TCP-connected architecture. 除了安装代理以外,无需进行任何配置。Other than the installation of an agent, no configuration is required. 有关详细信息,请参阅 使用服务映射For more information, see Using Service Map.

如果你使用服务映射,则可以查看在 ITSM 解决方案中创建的服务台项,如下所示:If you're using Service Map, you can view the service desk items created in ITSM solutions, as shown here:

显示 Log Analytics 屏幕的屏幕截图。

其他信息Additional information

从 ITSM 产品同步的数据Data synced from your ITSM product

事件和更改请求根据连接的配置从 ITSM 产品同步到 Log Analytics 工作区。Incidents and change requests are synced from your ITSM product to your Log Analytics workspace, based on the connection's configuration.

本部分介绍 ITSMC 收集的数据的一些示例。This section shows some examples of data gathered by ITSMC.

ServiceDesk_CL 中的字段因导入到 Log Analytics 中的工作项类型而异。The fields in ServiceDesk_CL vary depending on the work item type that you import into Log Analytics. 下面是两个工作项类型的字段列表:Here's a list of fields for two work item types:

工作项: 事件Work item: Incidents
ServiceDeskWorkItemType_s="Incident"ServiceDeskWorkItemType_s="Incident"

FieldsFields

  • 服务台连接名称ServiceDeskConnectionName
  • 服务台 IDService Desk ID
  • 状态State
  • 紧急性Urgency
  • 影响Impact
  • 优先度Priority
  • 升级Escalation
  • 创建者Created By
  • 解决者Resolved By
  • 关闭者Closed By
  • Source
  • 分配给Assigned To
  • 类别Category
  • 标题Title
  • 说明Description
  • 创建日期Created Date
  • 关闭日期Closed Date
  • 解决日期Resolved Date
  • 上次修改日期Last Modified Date
  • ComputerComputer

工作项: 更改请求Work item: Change Requests

ServiceDeskWorkItemType_s="ChangeRequest"ServiceDeskWorkItemType_s="ChangeRequest"

FieldsFields

  • 服务台连接名称ServiceDeskConnectionName
  • 服务台 IDService Desk ID
  • 创建者Created By
  • 关闭者Closed By
  • Source
  • 分配给Assigned To
  • 标题Title
  • 类型Type
  • 类别Category
  • 状态State
  • 升级Escalation
  • 冲突状态Conflict Status
  • 紧急性Urgency
  • 优先度Priority
  • 风险Risk
  • 影响Impact
  • 分配给Assigned To
  • 创建日期Created Date
  • 关闭日期Closed Date
  • 上次修改日期Last Modified Date
  • 请求日期Requested Date
  • 计划开始日期Planned Start Date
  • 计划结束日期Planned End Date
  • 工作开始日期Work Start Date
  • 工作结束日期Work End Date
  • 说明Description
  • ComputerComputer

ServiceNow 事件的输出数据Output data for a ServiceNow incident

Log Analytics 字段Log Analytics field ServiceNow 字段ServiceNow field
ServiceDeskId_sServiceDeskId_s NumberNumber
IncidentState_sIncidentState_s 状态State
Urgency_sUrgency_s 紧急性Urgency
Impact_sImpact_s 影响Impact
Priority_sPriority_s 优先度Priority
CreatedBy_sCreatedBy_s 打开者Opened by
ResolvedBy_sResolvedBy_s 解决者Resolved by
ClosedBy_sClosedBy_s 关闭者Closed by
Source_sSource_s 联系类型Contact type
AssignedTo_sAssignedTo_s 已分配到Assigned to
Category_sCategory_s 类别Category
Title_sTitle_s 简短说明Short description
Description_sDescription_s 说明Notes
CreatedDate_tCreatedDate_t 已打开Opened
ClosedDate_tClosedDate_t 已关闭closed
ResolvedDate_tResolvedDate_t 已解决Resolved
ComputerComputer 配置项Configuration item

ServiceNow 更改请求的输出数据Output data for a ServiceNow change request

Log AnalyticsLog Analytics ServiceNow 字段ServiceNow field
ServiceDeskId_sServiceDeskId_s NumberNumber
CreatedBy_sCreatedBy_s 请求者Requested by
ClosedBy_sClosedBy_s 关闭者Closed by
AssignedTo_sAssignedTo_s 已分配到Assigned to
Title_sTitle_s 简短说明Short description
Type_sType_s 类型Type
Category_sCategory_s 类别Category
CRState_sCRState_s 状态State
Urgency_sUrgency_s 紧急性Urgency
Priority_sPriority_s 优先度Priority
Risk_sRisk_s 风险Risk
Impact_sImpact_s 影响Impact
RequestedDate_tRequestedDate_t 请求日期Requested by date
ClosedDate_tClosedDate_t 关闭日期Closed date
PlannedStartDate_tPlannedStartDate_t 计划开始日期Planned start date
PlannedEndDate_tPlannedEndDate_t 计划结束日期Planned end date
WorkStartDate_tWorkStartDate_t 实际开始日期Actual start date
WorkEndDate_tWorkEndDate_t 实际结束日期Actual end date
Description_sDescription_s 说明Description
ComputerComputer 配置项Configuration Item

排查 ITSM 连接问题Troubleshoot ITSM connections

  • 如果连接源的 UI 连接失败,并且在 保存连接消息时出现错误 ,请执行以下步骤:If a connection fails from the connected source's UI and you get an Error in saving connection message, take the following steps:

    • 对于 ServiceNow、Cherwell 和 Provance 连接:For ServiceNow, Cherwell, and Provance connections:
      • 确保为每个连接正确输入了用户名、密码、客户端 ID 和客户端密码。Ensure that you correctly entered the user name, password, client ID, and client secret for each of the connections.
      • 确保在相应的 ITSM 产品中具有足够的权限来建立连接。Ensure that you have sufficient privileges in the corresponding ITSM product to make the connection.
    • 对于 Service Manager 连接:For Service Manager connections:
      • 确保已成功部署 web 应用并创建了混合连接。Ensure that the web app is successfully deployed and that the hybrid connection is created. 若要验证是否已成功与本地 Service Manager 计算机建立连接,请按照建立 混合连接的文档中所述,参阅 WEB 应用 URL。To verify the connection is successfully established with the on-premises Service Manager computer, go to the web app URL as described in the documentation for making the hybrid connection.
  • 如果 ServiceNow 中的数据未同步到 Log Analytics,请确保 ServiceNow 实例未处于睡眠状态。If data from ServiceNow isn't getting synced to Log Analytics, ensure that the ServiceNow instance isn't sleeping. 当 ServiceNow 开发实例长时间处于空闲状态时,有时会进入睡眠状态。ServiceNow dev instances sometimes go to sleep when they're idle for a long time. 如果不是这样,请报告问题。If that isn't what's happening, report the problem.

  • 如果 Log Analytics 警报触发但未在 ITSM 产品中创建工作项,如果不创建或链接到工作项的配置项目或其他信息,请参阅以下资源:If Log Analytics alerts fire but work items aren't created in the ITSM product, if configuration items aren't created/linked to work items, or for other information, see these resources:

    • ITSMC:此解决方案显示连接、工作项和计算机等的摘要。ITSMC: The solution shows a summary of connections, work items, computers, and more. 选择具有 连接器状态 标签的磁贴。Select the tile that has the Connector Status label. 这样做会使您使用相关查询来 记录搜索Doing so takes you to Log Search with the relevant query. LogType_S有关详细信息,请查看的日志记录 ERRORLook at log records with a LogType_S of ERROR for more information.
    • 日志搜索 页:使用查询直接查看错误和相关信息 *ServiceDeskLog_CL*Log Search page: View the errors and related information directly by using the query *ServiceDeskLog_CL*.

Web 应用部署 Service Manager 疑难解答Troubleshoot Service Manager web app deployment

  • 如果你在使用 web 应用部署时遇到问题,请确保你有权在订阅中创建/部署资源。If you have problems with web app deployment, ensure that you have permissions to create/deploy resources in the subscription.
  • 如果在运行 脚本时,未将对象引用设置为对象 错误的实例,请确保在 "用户配置" 部分中输入了有效值。If you get an Object reference not set to instance of an object error when you run the script, ensure that you entered valid values in the User Configuration section.
  • 如果无法创建服务总线中继命名空间,请确保在订阅中注册所需的资源提供程序。If you fail to create the service bus relay namespace, ensure that the required resource provider is registered in the subscription. 如果未注册,请从 Azure 门户中手动创建 service bus 中继命名空间。If it's not registered, manually create the service bus relay namespace from the Azure portal. 在 Azure 门户中 创建混合连接 时,还可以创建它。You can also create it when you create the hybrid connection in the Azure portal.

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后续步骤Next steps

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