Configuring External Systems

Click the Configuration tab to configure external systems, as shown below.

1. Click Configuration.
   
   
   
2. Navigate to the External Systems settings.
3. Select the desired setting.

Configuring Connectors

The connectors enable RightITnow ECM to communicate with external systems for various purposes:

• collect events and entities

• synchronize users

• create tickets

• send emails

Software and documentation for many of the connectors offered by RightITnow ECM are available from within RightITnow ECM. See Accessing Connector Documentation, Software, and Controls.

RightITnow ECM supports the following types of connectors:

• Events

• • ActiveMQ - The ActiveMQ connector allows enterprise Java applications to forward events consumed from the queue or the topic to RightITnow via a third-party queue mechanism. This is designed for particularly high volume event input, or situations where more scalability, failover and high availability are required. The ActiveMQ connector acts as a client on an ActiveMQ queue hosted externally to the application. For information on setting up this connector, open the ActiveMQ instructions from the Getting Started dashboard displet, as described in Accessing Connector Documentation, Software, and Controls. For details on how to setup a standalone ActiveMQ system, refer to http://activemq.apache.org/getting-started.html.

  • Amazon Web Services (AWS) CloudWatch - Polls AWS every minute for changes to alarm states, as soon as one is noticed it raises an event in RightITnow ECM. Run a separate CloudWatch connector for every AWS region you want to monitor. The region is configurable in the settings pane by selecting the appropriate endpoint.

  • AWS open Distro for Elastic search

  • Check_MK

  • Google Cloud  

  • Groundworks

  • Icinga 1 and 2

  • InfoVista - See Accessing Connector Documentation, Software, and Controls.

  • JDBC Event - Collects event data only

  • JDBC Legacy

  • ManageEngine Applications Manager 13.8

  • Microsoft Azure

  • Microsoft SCOM 2007 R2 and 2012 - See Accessing Connector Documentation, Software, and Controls for how to download these connectors.

  • Naemon

  • Nagios - See Accessing Connector Documentation, Software, and Controls.

  • New Relic - See Accessing Connector Documentation, Software, and Controls.

  • SNMP - See Accessing Connector Documentation, Software, and Controls.

  • ServiceNow CMDB (Event and Entity) - See Filtering the Polled ServiceNow CMDB Configuration Items (CIs) for how to filter polled CIs.

  • SolarWinds Orion NPM (Network Performance Monitor) and SAM (SolarWinds Server & Application Monitor). The SolarWinds connector discovers component names when polling, but ECM enriches a component only when it encounters an alert related to that component. See Accessing Connector Documentation, Software, and Controls.

  • Syslog - See Accessing Connector Documentation, Software, and Controls and Understanding the Syslog Connector Regex Settings.

  • SOAP - See Accessing Connector Documentation, Software, and Controls.

  • VMware  6.0 and 6.5 

  • Zabbix

  • Zenoss 6- See Accessing Connector Documentation, Software, and Controls and Understanding the Zenoss Connector.

• Systems

• • Alert Publisher - Allows end users to export alerts to an external JMS queue or topic, so that these alerts can be processed by their external systems. See the RightITnow Alert Publisher Tech Note available from the Getting Started displet of the Dashboard for complete details. It contains a link to a sample application using the connector. See Accessing Connector Documentation, Software, and Controls for how to use the Getting Started displet.

  • Amazon Web Services (AWS) - This is used for SMS functionality, providing the ability to send SMS messages to mobile phones. Once the AWS connector is configured and deployed, a new action, the AWS Simple Notification Service action will be enabled. RightITnow ECM accesses AWS through the Java library provided by Amazon, therefore the connector configuration only requires two pieces of information, the Access Key ID and the Secret Access Key.

  • LDAP

  • Mail - You need to configure this connector to enable the send email action.

• Incident Management systems

• • ATLASSIAN JIRA - See Accessing Connector Documentation, Software, and Controls.

  • ManageEngine ServiceDesk Plus 9

  • BMC Service Desk (ARS 7.5)

  • Salesforce Service Cloud - The connecting user must have the API Only and Modify All Data permissions. Usually System Administrators have this permissions. The API is only available on the Enterprise Edition.  If you have another edition, you may might need to contact Salesforce to enable the API. See Accessing Connector Documentation, Software, and Controls. You can stop the current poll of this connector. See Stopping the Current Salesforce Poll.

  • Serena - Connects to the IT Service Management component of Serena's Serena Business Manager (SBM). All components of  SBM need to be installed. The connector creates an incident based on a RightITnow ECM alert and reflects the changes made on the incident to the alert.

  • ServiceNow® - When specifying the Field values language, use the ISO 639.2 two character code for languages, for example en - English, fr - French, es - Spanish, de - German. If you would like to use a proxy, you need to click the Use Proxy check box, and also setup the proxy as described in Configuring Proxy Settings. When setting the incident default values, you can select Imported Values as the Value Source and then use the Incident Value drop-down to choose the default from the imported values. This same technique is illustrated in the Create Incident action discussion. See Accessing Connector Documentation, Software, and Controls.

  • Zendesk

  • Custom Incident System - See Accessing Connector Documentation, Software, and Controls.

To configure a connector:

1. Check the Getting Started displet as described in Accessing Connector Documentation, Software, and Controls to obtain any documentation and software related to the connector you are installing.

2. Click the Configuration tab and then click Manage Connectors in the External Systems section. The Manage Connectors tab appears to the right of the Configuration tab.

3. Complete the steps illustrated below:

Note that you cannot create more than one Serena, ServiceNow®, Mail, or LDAP connector per installation.

Accessing Connector Documentation, Software, and Controls

You can use the Getting Started dashboard dislpet to find documentation, software, and controls for many of the connectors offered by RightItnow ECM.

To access connector documentation, software, and controls:

1. Click Dashboard.

The Dashboard page appears:

2. Open the Getting Started displet.

3. Select a connector.

4. Click the links in the right most pane to access the associated documentation, software, and controls.

Providing Mapping Values for Incident Connectors

Be aware that when you select an Incident Connector or the Amazon Web Services connector, you will need to validate the connection first, as shown in step one below:

Managing Connector Tokens

When ECM receives events from a connector, the entire set of tokens received is persisted. For certain connectors, for example, the SNMP Trap Receiver, the token list can grow exponentially with each request. The tips below illustrate how you can manage large lists of connector tokens by discarding them, merging them using regex and paging through them with the paging controls.

• Discarding tokens: Ensures that the token does not appear as part of the event message. It is not stored as part of an alert’s variables, either. Selecting this option practically removes all references of this token from ECM.

• Merging Tokens with regex: Maps multiple token names to the same token alias. Consider the example in the illustration above in which the Token Name regex 192.168.12.* and Token Alias of IPAddress:

Token 192.168.12.1 comes in with value v1

Token 192.168.12.2 comes in with value v2

Token 192.168.12.3 comes in with value v3

On processing, the event will have a single token IPAddress with a comma-separated value of v1, v2, v3.

Understanding Connector Token Case Preservation and Insensitivity

Token handling is case-preserving and case-insensitive.

• You can send in an event token with any case, for example, TokenA, tokenA, or TOKENA. RightITnow stores the connector token as it appears in the first event received. For example, if the first event sends a token as TokenA, then subsequent events can send tokenA or TOKENA and RightITnow ECM would list them under the column TokenA in the event table.

• Categorization is not case sensitive to the token's label. For example, if a rule that contains a discriminator based only on TokenA and this rule encounters events with tokenA=x and TOKENA=x and TokenA=x, the rule would deduplicate these events to the same alert.

• Custom alert field names are all lowercase. Therefore, if you want a custom alert field to pick up an event token value, the event token value name or alias must be all lowercase and correspond to the custom field name.

• You can select the token to use in a filter, for example, a correlation rule, and it will work on the token case-insensitively.

Filtering Incident Tickets with the Polling Filter

For incident connectors, you can use the polling filter in the 1. Name and Type of Connector section of the connector configuration screen to help select the tickets selected for updates during polling:

Importing JIRA Users

The JIRA connector can import JIRA users.

To configure the JIRA connector to import users:

1. Acccess the JIRA connector controls as described generally in Configuring Connectors.
2. Import users as shown below:

Stopping the Current Salesforce Poll

To stop the current Salesforce connector poll:

1. Click the Configuration tab and then click Manage Connectors in the External Systems section. The Manage Connectors tab appears to the right of the Configuration tab.

2. Select the desired Salesforce connector.

3. Click Stop Current Poll.

Understanding Event Connectors

This section offers details about the event connectors.

Filtering the Polled ServiceNow CMDB Configuration Items (CIs)

In addition to specifying the CI types, you can filter the CIs being polled. For Example, to poll only CIs that are discovered via EventManagement, you could specify the filter as follows:

discovery_source=EventManagement

To filter polled CIs:

1. In the ServiceNow CMDB Connector configuration window, click Poll from CI Types.
   
   
   
2. Use the resultant text box in the popup to enter the query.

Special characters should be URL encoded, for example:

• name%3DAsus%20G%20Series

• class%3Dcomputer

• https://dev38327.service-now.com//api/now/table/cmdb_ci_service?sysparm_limit=500&sysparm_offset=0&sysparm_query=name%3DAsus%20G%20Series

Symbol equals (=) must be added as %3D

Symbol space ( ) must be added as (%20)

3. Select the desired C1 types and click Save.

Understanding the Syslog Connector Regex Settings

You can use the regex settings to specify and tweak the expected syslog message format.

The syslog regex settings appear as follows:

Specify Regex for Message

Specify regular expression to extract the Alert Message from the raw syslog message.

Default message pattern regex:

^(?>[^:]+:){3}\s*(\S.*)$

Raw Syslog Message:

<31>Nov 7 17:02:08 EDUServer.local com.apple.metadata.mdflagwriter[514]: Handle message /Users/devi/Library/Application Support/Google/Chrome/Local State

Extracted Message String:

Handle message /Users/devi/Library/Application Support/Google/Chrome/Local State

NOTE: To extract the entire raw syslog message into the Alert Message, specify the regex as:

(.*)

Specify Regex for Entity

Specify regular expressions to extract Entity name from the raw syslog message.

Default entity pattern regex:

^<\d+>\w+\s+\d+\s+\S+\s+(\S+)

Raw Syslog Message:

<11>Nov 10 12:02:21 ELM-MacBook-Pro.local Terminal[641]: CGSCopyDisplayUUID: Invalid display 0x41dc9d00

Extracted Entity String:

ELM-MacBook-Pro.local

Specify Regex for Event Process Token

Specify regular expressions to extract the process information from the raw syslog message.

Default process pattern regex:

^(?>[^:]+:){2}\d+\s*\S+\s([^\[\]:]+)

Raw Syslog Message:

2014-11-03T12:24:01 Stopped Printing Jobs

Extracted process String:

Printing Jobs

Override default Syslog Message Format

Enable this option to override the default message format.

The default Syslog message format includes a priority value at the beginning of the text.

The priority value ranges from 0 to 191 and is not space or leading zero padded.

The priority is enclosed in "<>" delimiters.

Example : <34>Oct 11 22:14:15 mymachine su: 'su root' failed for lonvick on /dev/pts/8

By default the severity and facility information are derived from the defined priority

If the incoming syslog messages do not adhere to this format, please enable the option to override the default format.

Understanding the SolarWinds Connector

You can access the SolarWinds connector settings as described generally in Configuring Connectors. The SolarWinds connector discovers component names when polling, but ECM enriches a component only when it encounters an alert related to that component.

Polling Targets

The SolarWinds connector can poll for alerts, events, entities and entity groups. It can also poll retroactive data. When the SolarWinds connector polls alerts, the description in RightITnow will be the name of the alert. To retrieve the description as it applies to the property that triggered the alert, add a NetPerfMon Event Log trigger action to the alert definition in SolarWinds, and RightITnow will pick up that event if it is set to poll events.  

You can see the polling status on the Connector List. See Viewing Polling Status.

Importing Custom Entity Fields

SolarWinds supports custom properties to be defined on Nodes, Interfaces and Volumes (these can be defined and updated using the Custom Property Editor), and ECM can import these as custom entity fields. You can configure the connector to poll for custom entity fields on nodes, interfaces, volumes, applications, components and even, entity groups.

When you click the button in the SolarWinds Connector Configuration screen, a dialog box appears where you select the fields to import and optionally map the fields to the entity description or owner.

Populating Entity Groups with SolarWinds Dynamic Queries

The ECM SolarWinds connector supports SolarWinds dynamic queries. When a SolarWinds group contains one or more dynamic queries, the ECM SolarWinds connector imports them as group enrichment filters, with the polled entities automatically assigned to the groups as per these applied enrichment filters.

To populate entity groups with SolarWinds dynamic queries, use the button to identify the custom entity fields in SolarWinds that are used in the dynamic queries and create the fields and import their contents as part of the entity polling process.

When converting dynamic queries to group filters:

• The fields used in the filter should be either custom properties of nodes, volumes, interfaces, applications OR name attributes such as Nodes.Caption, Interfaces.FullName?, Volumes.FullName?, GenericApplication?.Name, Component.Name
• Custom date fields are not supported
• Custom numeric fields only allow the operators equals and not equals

ECM automatically imports the custom fields used in the queries if they are not already present. To view these newly imported custom fields in other areas of ECM, refresh the Custom Entity Fields page.

Handling Redundancy

If two connectors of the same type have an attribute of the same name and an entity with the same name, the connector which polled last overwrites custom fields from the entity. For example, consider two connectors, "Solarwinds1" and "Solarwinds2," both of which have an entity named "ServerA" with a custom property named "version" for "ServerA," with values 1 and 2, respectively.

Suppose that "Solarwinds1" polled 10 minutes ago and that "Solarwinds2" will poll entities in 10 minutes. Currently, the "ServerA" property "version" has a value of 1 from "Solarwinds1." After the "Solarwinds2" polls, the value will be 2.

Using REGEX to Filter Entities Imported from SolarWinds

ECM supports use of regular expressions to filter out entities imported from SolarWinds. Listed below are a few common examples and usages of regular expressions.

• Filter out entities with names ending in a certain domain name

^[A-Za-z0-9-]+(\\.[A-Za-z0-9-]+)*(\\.uk\\.rightitnow\\.com)$

The above pattern filters out all entity names that end with the domain name uk.rightitnow.com.

Description of the pattern:

Followed by a dot "." and string in the bracket 
                

[], must contain one or more as indicated by (+).
                

To indicate the literal dot character in an expression, it needs to be escaped as shown.
                

Strings that match the above pattern are:

Server1234.uk.rightitnow.com

Server.1234.uk.rightitnow.com

• Filter out entities with a common prefix

^ProCurve\\s+Switch\\s+2810-48G-2.*

The above pattern filters out all entities that start with ProCurve Switch 2810-48G-2

Indicates one or many of the character occurrence
                

Strings that match the above pattern are: ProCurve Switch    2810-48G-2G,   ProCurve Switch 2810-48G-2G12345

• Filtering on IP addresses

^([0-9]{1,3}\\.[0-9]{1,3}\\.[0-9]{1,3}\\.[1-2]{2})$

The above pattern filters out all IP address that end in 11, 12 or 22

Indicates the literal dot “.” character
                

Strings that match the above pattern are: 192.168.12.12, 198.163.555.11

For further reading, refer to http://docs.oracle.com/javase/tutorial/essential/regex/

SolarWinds Event Tokens

When retrieving alerts and events from SolarWinds, the following tokens are added to the event in ECM, in addition to the standard mandatory tokens (see the Event SDK Developers Guide):

Understanding the VMware Connector

RightITnow ECM collects events via the vsphere SOAP API which is provided by VMware. Related VMware documentation can be found at http://www.vmware.com/support/developer/vc-sdk/.

RightITnow ECM polls for events periodically as configured in the Manage Connectors tab. The following sequence takes place at each poll:

1. RightITnow ECM builds an internal representation of the Inventory tree so that it can map VMware objects (VMs, Hosts, Resource Pools etc) to entities in RightITnow ECM, and to be able to associate any events found with the correct entity. This entity tree can be seen under the Configuration tab -> VMware Browser in RightITnow ECM, and should be nearly identical to the Hosts and Clusters Inventory of the vsphere client.

2. To collect events, RightITnow ECM uses the EventHistoryCollector from the vsphere API. The connector stores the timestamp of the latest event it polled every time a poll occurs, so that the next poll will filter the events by their timestamp, therefore starting from the latest event timestamp. RightITnow ECM processes events in batches of 25, ignoring any events that have to be excluded according to the connector's configuration (currently only UserLoginSessionEvent and UserLogoutSessionEvent can be excluded). The following processing is applied on each event:

   1. The entity to which the events should be attached is identified. In vsphere, an event will be linked to many different objects and not just one, such as a datacenter, a host and a VM. In RightITnow ECM, we associate the event with just one entity. Therefore, we check all the objects with which an event is associated and attach the event to the "lowest" entity in the hierarchy tree. This list of prioritization is as follows:

• VM

• HOST

• RESOURCE POOL

• DATASTORE

• DVS (distributed virtual switch)

• NETWORK

• DATACENTER

• CONNECTOR (vcenter/esx host)

For example, RightITnow ECM would attach an event related to a VM running out of memory to the entity representing the VM, whereas RightITnow ECM would attach an event related to an expired license on the vcenter/esx server to the connector. Note that the value for each of these objects is stored in the event which is sent to RightITnow ECM, so categorization or correlation rules can still, for example, refer to the DATASTORE, even if the event was attached to the VM entity.

1. 2. Once an event is attached to an entity, RightITnow ECM populates the various tokens for the event, which can then be seen in the event details window for an alert in RightITnow ECM:
      

      Token	Description
      VMWARE_ENTITY_ID	An ID that refers to the entity in vsphere, typically used to execute actions on a VM
      EVENT_TOKEN_ENTITY	The name of the entity determined in the previous step
      EVENT_TOKEN_CONNECTOR_ENTITY	This is the host/URL of the connector as configured on the connectors tab, which can be used to associate the connector with an entity in RightITnow
      EVENT_TOKEN_TIME	The creation time of the event as reported by vsphere.
      EVENT_TOKEN_MESSAGE	The fully formatted event message as reported by vsphere.
      EVENT_TOKEN_SEVERITY	The severity of the event as reported by vsphere. Can be error, warning, info or user. By default these are respectively mapped to Critical, Warning, Informational, Informational in RightITnow via categorization rules.
      EVENT_TOKEN_TYPE	The type of the event. There are hundreds of these, please refer to the vpshere API documentation.
      VMWARE_EVENT_USERNAME	The username associated to an event, if it exists.
      EVENT_TOKEN_ENTITY_CLASS	The entity type is determined when the entity tree is built. Currently all entities discovered via VMware are marked as VIRTUAL.
      EVENT_TOKEN_ENTITY_TYPE	The entity type is determined when the entity tree is built. The following types are currently supported: FOLDER, DATACENTER, COMPUTE_RESOURCE, VIRTUAL_APP, VIRTUAL_MACHINE, RESOURCE_POOL, HOST_SYSTEM, NETWORK, DATASTORE, DISTRIBUTED_VIRTUAL_SWITCH, DISTRIBUTED_VIRTUAL_PORT_GROUP, CLUSTER, TEMPLATE, VIRTUAL_CENTER
      EVENT_TOKEN_MESSAGE	RightITnow ECM interprets events referring to a VMware alarm changing its state differently than other events. The EVENT_TOKEN_MESSAGE is populated with the name of the alarm. These events are then processed by a special set of categorization and correlation rules which associate all the events for the same alarm to the same alert in RightITnow ECM, causing the alert to flip severities accordingly, and the list of events reflects the history of alarm state changes. Three additional tokens are also present in the event: VMWARE_ALARM_ID - used to execute actions on the alarm via the VMware Browser VMWARE_ALARM_ACKNOWLEDGED_BY - the user that acknowledged the alert (if any) VMWARE_ALARM_ACKNOWLEDGED_DATE - the acknowledged date (if any)

      
      
   3. Once the event and all its tokens is built, it is forwarded to the RightITnow ECM event queue for processing.

Understanding the Zenoss Connector

The Zenoss configuration pane appears below. You access it as described in Configuring Connectors.

The Zenoss connector can be deployed to poll for events from Zenoss. Integration requires the following information:

• The URL of the Zenoss server (include the http/https)
• A username and password - clicking Validate will check these details are correct

Polling Events and Entities

The Zenoss connector polls based on the polling settings in section 3 of the configuration screen. The default is every 10 minutes. The first time you configure it, it can retrieve past events starting from a date you specify in the Poll retroactive data from field.

The Zenoss connector polls the following entity details:

• production_state: Use the Production states drop down menu to poll only devices that have one of the selected production states. If no states are selected, then all devices will be polled. Note that events related to devices not being polled will also not be polled and will not appear in ECM. The connector connection needs to be validated before the list of production states appears in the drop down menu.
• uid
• serial_number
• tag_number
• location
• groups
• systems
• priority
• collector
• os_manufacturer
• os_model
• hw_manufacturer
• hw_model

And these additional fields if you tick the Retrieve extended entity details checkbox:

• snmp_contact
• snmp_version
• snmp_community
• snmp_description
• snmp_system_name
• snmp_location
• snmp_agent
• rack_slot

To display the values for these fields in the entity console, create a custom entity field with the same name.

You can see the polling status on the Connector List. See Viewing Polling Status.

Mirroring Maintenance Windows

The Zenoss connector can mirror maintenance windows in Zenoss when created in ECM. This is a synchronous operation performed when the following conditions are met.

• The maintenance window is created on an entity (not an entity group)
• The entity is known by Zenoss (i.e. RITN ECM knows the Zenoss key for the entity)
• The Poll entities option is checked
• The Push maintenance windows to Zenoss option is checked
• The Zenoss connector is deployed

If a maintenance window is later updated or removed in ECM, these changes will not be pushed to Zenoss.

Managing Zenoss Connector Tokens

The Zenoss connector includes a large number of tokens for each event which can be reviewed in section 4 once the connector has been deployed and performed its first successful retrieval of events. You may wish to rename these tokens to something more meaningful for you. See Managing Connector Tokens for tips on managing large lists of connector tokens.

Viewing Polling Status

For connectors that poll, you can view polling status in the Status column of the Connector List, as shown below:

Polling status also includes information about any failed polling attempts.

Understanding LDAP Connector Values

The following fields appear when you select the LDAP connector type:

The following table describes how to enter values for many of these fields:

Deploying and Undeploying Connectors

The ability to deploy and undeploy connectors allows you to create libraries of connectors and deploy them at will. To deploy or undeploy a connector, click the checkmark adjacent to the connector you wish to deploy or undeploy, and then click the Deploy or Undeploy button at the bottom of the Connector List pane.

Configuring the Deployment Schedule

You can schedule the deployment and un-deployment of connectors other than SOAP connectors. This allows you to take connectors online and offline very conveniently.

To configure the deployment schedule:

1. Click the Configuration tab and then click Manage Connectors in the External Systems section. The Manage Connectors tab appears to the right of the Configuration tab.

2. Select a connector and then click the Scheduling button:

The Scheduling window appears.

2. Use the Scheduling window to configure the schedule:

The Start Time is when the connector will be deployed, and the End Time when it will be undeployed.

Managing the Entity Blacklist

Documentation coming soon.

Configuring Entity Discovery

RightITnow ECM can automatically enrich new entities discovered through events or connector polling. The DNS enricher attempts to resolve the IP addresses of an entity identified by its hostname. The SNMP enricher probes the SNMP service about the entity. You can configure RightITnow ECM to check entity aliases in addition to the primary entity name when performing a lookup for an alert.

To configure entity discovery:

1. Select the Entity Discovery configuration settings by clicking the Configuration tab and then selecting Entity Discovery from the External Systems settings, as shown above.

The Entity Discovery Configuration tab appears.

2. Configure entity discovery as shown below:
   
   

Note: The Use Entity Aliases feature is most useful when the DNS enricher is enabled because the DNS enricher will try to discover IP addresses for an entity.

Using an Entity's IP Address as an Alias

You can configure ECM to use an entity's IP address as an alias for the entity. When ECM encounters an event with entity={entity ip address of one of the existing entities}, ECM links the event to the entity identified by the IP address, incrementing the alert count for this entity in the Entity grid.

To enable this functionally, enable following options in the Entity Discovery tab: 

• DNS Resolve Entities
• Use Entity Aliases
• Use IP Addresses as Aliases

Importing External Incidents

ECM can import tickets from the JIRA and Salesforce external ticketing systems.

To import external incidents from JIRA and Salesforce:

1. Deploy a JIRA or Salesforce connector as described in Configuring Connectors.

2. Select the Import External Incidents configuration settings by clicking the Configuration tab and then selecting Import External Incidents from the External Systems settings, as shown above.

The Import External Incidents tab appears.

3. Import incidents as shown below:

Importing a Range of Salesforce Tickets

You can import a range of Sales force tickets, rather than just one specified ticket.

To import a range of Salesforce tickets, follow the instructions in Importing External Incidents, and in the Filtering fields, specify search criteria like the following:

• IncidentID greater than or equal to #00001156
• IncidentID less than or equal to #00001170

These settings would import Salesforce tickets within the range of 00001156 and 00001170.

Configuring Proxy Settings

You can configure a proxy for use with the ServiceNow® connector.

To configure a proxy for ServiceNow®:

1. Access the proxy settings by clicking the Configuration tab and then selecting Proxy Settings from the External Systems settings, as shown above.

The Proxy Settings tab appears.

2. Specify the proxy URL, port, and authentication credentials, if needed, and then click Save. You can click the Test Settings button at the bottom of the tab to validate your settings.

3. Ensure that you click the Use Proxy check box when setting up your ServiceNow® connector.

Using the SNMP Trap Format Editor

RightITnow offers a couple of ways to capture and display SNMP traps:

• The SNMP connector can listen to local ports for trap messages
• The SNMP proxy jar file can be used in conjunction with a script (written in python) to listen to traps, translate them and send it to ECM via SOAP or ActiveMQ as new events

SNMP traps consist of a detailed set of trap variables that can be very difficult to read. The SNMP Trap Format Editor formats the trap content into a readable format.

Loading MIBs

The first thing you need to do to use the SNMP Trap Format Editor is to load MIBs.

To load MIBs:

1. Access the SNMP Trap Format Editor by clicking the Configuration tab and then selecting SNMP Trap Format Editor from the External Systems settings, as shown above.

The SNMP Trap Format Editor appears.

2. Click Load MIB Files.
   
   

3. Enter a root directory from which to scan for files, or double-click to manually enter the MIB folder locations.

4. Click Scan for MIBs.

Once the files load, the MIB files are listed as shown below:

Viewing Trap Details

When you select a trap in the Trap Definitions pane, the following type of information appears in the right-hand pane:

Creating and Editing a Trap Format

1)  You can create a custom trap format by clicking on the edit icon of a trap definition. If required, you can define a conditional clause can be defined on the basis of which the message format for the incoming SNMP trap is determined. In the example below, the condition checks for the presence of Major or Critical alarms and accordingly determines the required message format.

The custom trap formats appear on the Custom Trap Formats Tab:

Editing an Existing TrapFormat.XML

To edit an existing TrapFormat.XML file,  specify the location of the desired format file, and then follow the directions in the section, Creating and Editing a Trap Format.

Defining Default Formats

You can define default trap formats for all traps which do not have a trap format defined, and for all traps which cannot be translated.

To define default trap formats:

1. Access the SNMP Trap Format Editor by clicking the Configuration tab and then selecting SNMP Trap Format Editor from the External Systems settings, as shown above.

The SNMP Trap Format Editor appears.

2. Click the Default Trap Format tab.

3. Click the Edit icon.

4. Use the drop-down menu to select a value.

5. Click Insert Field. Repeat steps 4 and 5 until you have added all desired fields.

6. Click Save.

Exporting Formats

You can use exported trap formats with the SNMP Proxy utility to format the SNMP Traps to the required message formats.

To export formats:

1. Click Export Formats.
   
   
   

2. Select whether to download locally or to the ECM server.

3. Click Generate Format XML.