適用于 System Center-Orchestrator 的 HP Service Manager 整合套件HP Service Manager Integration Pack for System Center - Orchestrator

重要

此版本的 Orchestrator 已達終止支援,建議您 升級至 Orchestrator 2019This version of Orchestrator has reached the end of support, we recommend you to upgrade to Orchestrator 2019.

適用于 HP Service Manager 的整合套件是 System Center 和 System Center-Orchestrator 中 Orchestrator 的附加元件,可讓您取得、建立、更新及監視 HP Service Manager 中的票證。The integration pack for HP Service Manager is an add-on for Orchestrator in System Center and System Center - Orchestrator that enables you to retrieve, create, update and monitor tickets in HP Service Manager. Microsoft 致力於保護您的隱私權,同時提供可提供您所需效能、功能和便利性的軟體。Microsoft is committed to protecting your privacy, while delivering software that brings you the performance, power, and convenience you want. 如需詳細資訊,請參閱 System Center Orchestrator 隱私權聲明For more information, see the System Center Orchestrator Privacy Statement.

系統需求System Requirements

HP Service Manager 的整合套件需要安裝並設定下列軟體,才能執行整合。The integration pack for HP Service Manager requires the following software to be installed and configured to implementing the integration. 如需安裝和設定 Orchestrator 和 HP Service Manager Web 服務的詳細資訊,請參閱個別的產品檔。For more information about installing and configuring Orchestrator and the HP Service Manager Web Service, refer to the respective product documentation.

  • System Center 2016 整合套件需要 System Center 2016-OrchestratorSystem Center 2016 integration packs require System Center 2016 - Orchestrator
  • System Center 2019 整合套件需要 System Center 2019-OrchestratorSystem Center 2019 integration packs require System Center 2019 - Orchestrator
  • HP Service Manager 7.11 或9HP Service Manager 7.11 or 9

下列軟體必須安裝在每部 Runbook 伺服器上,並 Runbook Designer:The following software must be installed on each Runbook Server and Runbook Designer:

  • Microsoft.NET Framework 3.5 Service Pack 1Microsoft .NET Framework 3.5 Service Pack 1
  • Microsoft SQL Server Native Client ODBC 驅動程式 (隨 SQL Server 管理工具安裝) Microsoft SQL Server Native Client ODBC driver (Installed with SQL Server Management Tools)
  • 若要存取 SQL Server 上的 HP Service Manager 資料庫:For access to the HP Service Manager database on SQL Server:
    • Microsoft SQL Server Native Client ODBC 驅動程式 (隨 SQL Server 管理工具安裝) Microsoft SQL Server Native Client ODBC driver (Installed with SQL Server Management Tools)
  • 若要存取 Oracle 上的 HP Service Manager 資料庫:For access to the HP Service Manager database on Oracle:
    • Oracle 用戶端 (Net Configuration Assistant) Oracle Client (Net Configuration Assistant)
    • Oracle ODBC 驅動程式Oracle ODBC driver

下載整合套件Downloading the Integration Pack

註冊及部署整合套件Registering and Deploying the Integration Pack

下載整合套件檔案之後,您必須向 Orchestrator management server 註冊它,然後將它部署至 Runbook 伺服器和 Runbook designer。After you download the integration pack file, you must register it with the Orchestrator management server and then deploy it to Runbook servers and Runbook Designers. 如需安裝整合套件的程式,請參閱 如何新增整合套件For the procedures on installing integration packs, see How To Add an Integration Pack.

準備連接到 HP Service Manager ServerPreparing to connect to the HP Service Manager Server

  • 建立用來連接 HP Service Manager 用戶端的 HP Service Manager 伺服器名稱和埠號碼記錄。Make a record of the HP Service Manager server name and port number used to connect the HP Service Manager client.
  • 針對您打算連接的所有 HP Service Manager 伺服器,必須在每個用戶端和 Runbook 伺服器上, (DSN) 建立 ODBC 資料來源名稱。For all HP Service Manager servers that you plan to connect to you must create an ODBC data source name (DSN) on each Client and Runbook server. 支援 SQL Server 原生和 Oracle ODBC 連接。Both SQL Server Native and Oracle ODBC connections are supported. 請參閱設定 HP Service Manager 連接See Configuring the HP Service Manager Connections.
  • HP Service Manager 元件的授權模型會根據安裝的版本而有所不同。The licensing model for the components of HP Service Manager varies depending on the version installed. 請參閱 HP 產品檔,以判斷哪些元件是個別授權的。Consult the HP product documentation to determine which components are licensed separately. 此整合套件需要 HP Service Manager SOAP web 服務存取權,才能正確運作。This integration pack requires HP Service Manager SOAP web service access to operate correctly. 請確定已安裝並授權此元件(如有必要)。Ensure that this component is installed and licensed, if necessary.
  • 確定設定為存取 HP Service Manager server 的使用者已獲指派 HP Service Manager 系統中的 SOAP-API 功能單字。Ensure that the user configured to access the HP Service Manager server has been assigned the SOAP-API CAPABILITY WORD in the HP Service Manager system. 視 HP Service Manager 的版本而定,可能需要購買額外的授權,才能啟用 SOAP API 功能單字。Depending on the version of HP Service Manager, it may be necessary to purchase extra licensing to enable the SOAP-API CAPABILITY WORD. 如需授權的詳細資訊,請洽詢您的 HP Sales 代表。Consult your HP Sales Representative for further information about licensing.

設定 HP Service Manager 連接Configuring the HP Service Manager Connections

連接會在 Orchestrator 與 HP Service Manager server 之間建立可重複使用的連結。A connection establishes a reusable link between Orchestrator and a HP Service Manager server. 您可以建立多個連線,因為您需要指定多個執行 HP Service Manager 之伺服器的連結。You can create as many connections as you require specifying links to multiple servers running HP Service Manager. 您也可以建立多個與相同伺服器的連接,以允許不同使用者帳戶的安全性許可權有所差異。You can also create multiple connections to the same server to allow for differences in security permissions for different user accounts.

當您在 Runbook Designer 中設計 runbook 時,HP Service Manager 整合套件需要連接到 HP Service Manager SQL Server 資料庫。The HP Service Manager integration pack requires a connection to the HP Service Manager SQL Server Database when designing runbooks in the Runbook Designer. 在 Runbook Designer 中設定 HP Service Manager 連接之前,必須先設定有效的 ODBC 連接。A valid ODBC connection must be configured before setting up the HP Service Manager connection in the Runbook Designer.

若要避免可能的損毀,請勿使用替代方法直接連接到資料庫。To avoid possible corruption, do not use alternate means to directly connect to the database. 請一律使用 ODBC 連接來確保適當的整合。Always use the ODBC connection to ensure a proper integration.

設定 SQL Server ODBC 連接To set up a SQL Server ODBC connection

  1. 開啟 **ODBC 資料來源系統管理員公用程式 (32 位) **。Open the ODBC Data Source Administrator Utility (32-bit). 若要存取此公用程式,請按一下 [開始]、[執行],然後在 [開啟] 方塊中輸入** \ Windows \ SysWOW64 \odbcad32.exe** 。To access this utility, click Start, Run, and then type \Windows\SysWOW64\odbcad32.exe in the Open box. 按一下 [確定]。Click OK.
  2. 在 [ ODBC 資料來源管理員] 中,按一下 [ 系統 DSN ] 索引標籤。In the ODBC Data Source Administrator, click the System DSN tab.
  3. 按一下 [新增] 。Click Add.
  4. 從可用的驅動程式清單中選取名為 SQL Server Native Client 10.0 的驅動程式。Select the driver named SQL Server Native Client 10.0 from the list of available drivers.
  5. 按一下 [完成] 。Click Finish.
  6. 輸入資料來源的新名稱和描述。Enter a new name and description for the data source.
  7. 在 [ 伺服器 ] 方塊中,輸入 HP Service Manager 資料庫伺服器名稱或 IP 位址。Enter the HP Service Manager database server name or IP address in the Server box.
  8. 按 [下一步] 。Click Next.
  9. 為資料庫伺服器選取適當的驗證方法,然後輸入有效的認證。Select the appropriate authentication method for the database server and enter valid credentials.
  10. 按 [下一步] 。Click Next.
  11. 確定已選取 [將 預設資料庫變更為: ] 核取方塊。Ensure the check box Change the default database to: is selected.
  12. 在核取方塊下方的下拉式清單中,選取 [HP Service Manager 資料庫。In the drop-down list below the check box select the HP Service Manager database.
  13. 按 [下一步] 。Click Next.
  14. 按一下 [完成] 。Click Finish.
  15. 按一下 [ 測試資料來源 ] 以確認資料庫的連接。Click Test Data Source to confirm connectivity to the database.
  16. 測試完成時,按一下 [確定]When the test completes, click OK.
  17. 按一下 [確定]。Click OK.

設定 Oracle ODBC 連接Setting up an Oracle ODBC Connection

  1. 使用 Oracle Net Configuration Assistant 設定 Oracle Net 服務名稱。Configure an Oracle Net Service name using the Oracle Net Configuration Assistant. 如需此步驟的詳細資訊,請參閱相關的 Oracle 產品檔。For more information on this step refer to the relevant Oracle product documentation.
  2. 開啟 ODBC 資料來源系統管理員公用程式 (32 位) 。Open the ODBC Data Source Administrator Utility (32-bit). 若要存取此公用程式,請按一下 [開始]、[執行],然後在 [開啟] 方塊中輸入** \ Windows \ SysWOW64 \odbcad32.exe** 。To access this utility, click Start, then Run, and then type \Windows\SysWOW64\odbcad32.exe in the Open box. 按一下 [確定]。Click OK.
  3. 在 [ODBC 資料來源管理員] 中,按一下 [ 系統 DSN ] 索引標籤。In the ODBC Data Source Administrator, click the System DSN tab.
  4. 按一下 [新增] 。Click Add.
  5. 從可用的驅動程式清單中選取與 Oracle 用戶端一起安裝的 Oracle ODBC 驅動程式。Select the Oracle ODBC driver installed with the Oracle client from the list of available drivers.
  6. 按一下 [完成] 。Click Finish.
  7. 輸入資料來源的新名稱和描述。Enter a new name and description for the data source.
  8. 輸入 Net Configuration Assistant 中所設定之 HP Service Manager 資料庫的 TNS 服務名稱。Enter the TNS Service Name for the HP Service Manager database as configured in the Net Configuration Assistant.
  9. 如有必要,請測試連接並提供認證。Test the connection, supplying credentials if necessary.
  10. 為資料庫伺服器選取適當的驗證方法,然後輸入有效的認證。Select the appropriate authentication method for the database server and enter valid credentials.
  11. 按一下 [確定]。Click OK.
  12. 按一下 [確定] 以關閉 [ODBC 資料來源管理員]。Click OK to close the ODBC Data Source Administrator.

設定 HP Service Manager 連接To set up a HP Service Manager connection

  1. 在 [Runbook Designer 中,按一下 [ 選項 ] 功能表,然後選取 [ HP Service ManagerIn the Runbook Designer, click the Options menu, and select HP Service Manager. [HP Service Manager] 對話方塊隨即出現。The HP Service Manager dialog box appears.
  2. 在 [ 連接 ] 索引標籤上,按一下 [ 新增 ] 開始連線設定。On the Connections tab, click Add to begin the connection setup. [ 連接 設定] 對話方塊隨即出現。The Connection Configuration dialog box will appear.
  3. 在 [名稱]**** 方塊中輸入連線的名稱。In the Name box, enter a name for the connection. 這可以是 HP Service Manager server 的名稱,也可以是描述性的名稱來區分連線類型。This could be the name of the HP Service Manager server or a descriptive name to distinguish the type of connection.
  4. 在 [ 伺服器位址 ] 方塊中,輸入 HP Service Manager 電腦的名稱或 IP 位址。In the Server Address box, type the name or IP address of the HP Service Manager computer. 如果您使用電腦名稱稱,您可以輸入 NetBIOS 名稱或完整功能變數名稱 (FQDN) 。If you are using the computer name, you can type the NetBIOS name or the fully qualified domain name (FQDN).
  5. 在 [ 輪詢間隔 ] 方塊中,輸入您想要檢查 HP Service Manager 連接狀態的頻率(以分鐘為單位)。In the Polling Interval box, enter the how often, in minutes, you want to check the state of the HP Service Manager connection.
  6. 在 [ ODBC DSN ] 方塊中,輸入先前其中一個程式的 odbc 資料來源名稱。In the ODBC DSN box, type the name of the ODBC data source from one of the previous procedures.
  7. 在 [資料庫使用者名稱] 方塊中輸入資料庫使用者名稱。Enter the database user name in the DB Username box.
  8. 在 [ DB 密碼 ] 方塊中輸入資料庫密碼。Enter the database password in the DB Password box.
  9. 在 [使用者 名稱 ] 和 [ 密碼 ] 方塊中,輸入 Orchestrator 將用來連線到 HP Service Manager server 的認證。In the Username and Password boxes, type the credentials that Orchestrator will use to connect to the HP Service Manager server.
  10. 按一下 [測試連接]Click Test Connection. 當 [已成功連線] 訊息出現時,按一下 [確定]When the message "Connected Successfully" appears, click OK.
  11. 在 [連接清單] 對話方塊中,按一下清單中適當的專案,以選取新建立的連接。In the connection list dialog, select the newly created connection by clicking the appropriate item in the list.
  12. 按一下 [重新整理 欄位 快取] 按鈕,從 HP Service Manager server 取出和儲存自訂設定。Click the Refresh Field Cache button to retrieve and store the custom configuration from the HP Service Manager server. 這項作業可能需要幾分鐘的時間才能完成,因此,若要讓整合套件正確連接到新的 HP Service Manager server,這是不可或缺的。This operation may take a few minutes to complete and is essential to allow the integration pack to connect correctly to a new HP Service Manager server.
  13. 將其他連接新增至其他 HP Service Manager 伺服器(如果適用)。Add additional connections to other HP Service Manager servers, if applicable.
  14. 按一下 [確定 ] 關閉 [設定] 對話方塊,然後按一下 [完成]。Click OK to close the configuration dialog box, and then click Finish.

提示

針對 DB 使用者名稱和資料庫密碼-如果您的 HPSM 資料庫位於執行 Windows server 的電腦上,而且您使用 Windows 驗證設定您的 ODBC DSN,則可以輸入使用者名稱和密碼的任何資訊,因為欄位只需要空白,[測試連接] 按鈕才能運作。For the DB Username and DB Password - If your HPSM database is on a computer running Windows server and you set up your ODBC DSN with Windows authentication, then you can enter anything in for the username and password because the fields are required only not to be blank in order for the Test Connection button to work. 如果您使用 SQL Server authentication,則必須擁有 HPSM SQL Server 資料庫的使用者名稱和密碼。If you are using SQL Server authentication, then you must have the username and password for the HPSM SQL Server database. 使用者必須具有資料庫的讀取/寫入存取權,才能透過 DSN 連接。The user must have read/write access to the database via the DSN connection.

公開必要欄位Exposing Required Fields

如果活動回報錯誤並指出必須指定必要欄位,但 IP 未在使用者介面中提供欄位,則必須透過 HP Service Manager Web 服務 API 公開此欄位。If an activity reports an error and indicates that a required field must be specified but the IP does not provide the field in the user interface, the field must be exposed through the HP Service Manager Web service API. 若要公開欄位,請完成下列程式:To expose the field complete the following procedure:

若要公開必要欄位To expose a required field

  1. 開啟 HP Service Manager 用戶端。Open the HP Service Manager client.
  2. 連接到所需的 HP Service Manager server。Connect to the desired HP Service Manager server.
  3. 在 [系統導覽] 中,依序流覽至 [量身打造 工具]、[ Web 服務] 和 [ wsdl 設定],然後按兩下 [ wsdl ] 設定選項。In the System Navigator, navigate to Tailoring Tools, then Web Services, then WSDL Configuration and double click the WSDL Configuration option.
  4. 在 [ 外部存取定義 ] 對話方塊中,按一下 [ 搜尋 ] 按鈕來列出所有可用的物件。In the External Access Definition dialog click the Search button to list all available objects.
  5. 從 [物件] 清單中選取所需的物件。Select the required object from the object list.
  6. 選取 [ 欄位 ] 索引標籤。Select the Fields tab.
  7. 滾動至 [ 欄位清單] 底部。Scroll to the bottom of the Field List.
  8. 在 [ 欄位 ] 資料行中,輸入要公開之欄位的資料庫名稱。Enter the database name of the field to be exposed in the Field column.
  9. 輸入 web 服務將在 [ 標題 ] 資料行中參考此欄位的名稱。Enter the name which the web service will refer to this field in the Caption column.
  10. 請確定 type 資料行中的資料類型正確無誤。Ensure the data type is correct in the Type column.
  11. 按一下頁面頂端的 [ 儲存 ] 以儲存訊息。Click Save at the top of the page to save the message.

已知問題Known Issues

  • 如果已停用 HP ServiceCenter 6.2 web 服務,則無法使用 [ 測試連接 ] 按鈕來驗證 Service Manager 7.1 web 服務連接。The Test Connection button cannot be used to validate Service Manager 7.1 web service connections if the HP ServiceCenter 6.2 web service has been disabled.

  • 處理變更票證時需要特定許可權。Certain permissions are required when dealing with Change tickets. 這些許可權是藉由指派使用者變更管理設定檔來指定。These permissions are specified by assigning a user a Change Management Profile. 雖然使用者可以有一個以上的設定檔,但每個會話只能屬於一個設定檔。While a user can have more than one profile, it can only belong to one profile per session. 如果使用者被指派一個以上的變更管理設定檔,它會依字母順序自動使用第一個設定檔。If the user is assigned more than one Change Management Profile it will automatically use the first profile in alphabetical order. 為了避免混淆,建議將設定為與整合套件搭配使用的使用者只指派一個變更管理設定檔。To avoid confusion it is recommended that the user configured for use with the integration pack is only assigned one Change Management Profile.

  • 設定為與整合套件搭配使用的使用者必須將其時區喜好設定設為格林威治/通用,日期格式為 mm/dd/yy。The user configured for use with the integration pack must have its time zone preferences set to Greenwich/Universal with a date format of mm/dd/yy.

  • 在特定版本的 HP Service Manager 建立事件時的可用類別清單顯示變更尚未選擇,會導致物件失敗並出現下列訊息。In certain versions of HP Service Manager the list of available categories when creating an incident displays Change yet choosing it causes the object to fail with the following message. 請提供有效的類別。Please provide a valid category. 這是 HP Service Manager server 的已知問題。This is a known issue with the HP Service Manager server. 請確定 web 服務可以看到欄位 (查看) 的疑難排解,以及將 HP Service Manager server 修補為最新版本。Ensure that the fields are visible to the web service (See Troubleshooting) and that the HP Service Manager server is patched to the latest version.

  • [建立專案]、[更新專案] 和 [關閉專案] 活動中的 [設為預設值] 按鈕可能會在按一下時報告錯誤。The Set as default button available in the Create Entry, Update Entry and Close Entry activities may report an error when clicked. 使用下列程式來解決此問題。Use the following procedure to work around this issue.

    1. 請注意錯誤訊息中的檔案路徑。Note the file path in the error message. 例如,C: \ Users \ [ CurrentUser ] \ AppData \ Local \ Microsoft \ System Center 2012 \ Orchestrator \ IntegrationPacks \ HPServiceManager \ [ GUID ] \defaultFields.xmlFor example, C:\Users\[CurrentUser]\AppData\Local\Microsoft\System Center 2012\Orchestrator\IntegrationPacks\HPServiceManager\[GUID]\defaultFields.xml
    2. 請確認檔案路徑中的每個資料夾都確實存在,如錯誤訊息中所示。Ensure that each of the folders in the file path exists exactly as shown in the error message.
    3. 如有必要,請建立任何遺失的資料夾。Create any missing folders if necessary.

    如果 Runbook Designer 是由沒有電腦系統管理許可權的使用者啟動。if the Runbook Designer is launched by a user without administrative privileges on the computer. 在目前的整合套件版本中,請確定使用者有足夠的許可權可寫入 **% COMMONPROGRAMFILES (x86) % \ Microsoft System Center 2012 \ Orchestrator \ Extensions \ 支援 \ HPServiceManager \ **目錄。In the current version of the integration pack, ensure that the user has sufficient permissions to write to the %COMMONPROGRAMFILES(x86)%\Microsoft System Center 2012\Orchestrator\Extensions\Support\HPServiceManager\ directory.