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Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0 5
White Paper
Installation prerequisites
You must meet the following prerequisites to install and configure the SRM
integration with Help Desk 6.0 and Change Management 6.0.
Table 1-1: Installation and configuration prerequisites
System requirements Description
ITSM 6.0 application Help Desk 6.0 and Change Management 6.0 applications must
requirements reside on a different server than SRM 2.1.00.
AR System requirements The AR System that is being used for Help Desk 6.0 or Change
Management 6.0 must be upgraded to AR System 7.0.1 or
later.
IMPORTANT
The integration installer is available only on Windows systems.
NOTE
If you are integrating only with Help Desk 6.0, skip to step 4.
2 For integration with Change Management 6.0, open a command prompt window,
navigate to the ..\Remote_ITSM60_PATCH\SRM Machine\SRM_CM\patches\SRM20ITSM
directory, and then run setup.bat.
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").
This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.
6 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").
This patch updates form, workflow, and system data definitions. If you are
running a customized version of SRM, your customizations might get overridden.
5 Check the log files.
The log files are found under the ..\SRM_HD\patches\SRM20ITSM\Logs directory.
You can view the SRM2ITSM7Fix.html file for any install issues.
6 After you have installed the integration, stop the AR System server.
7 Locate the current caieventcmd.dll file (or the corresponding libcaieventcmd file
on UNIX® systems, for example, libcaieventcmd.a for AIX®).
You can determine the location of this file by looking in the ar.cfg file (or in
ar.conf on UNIX systems).
1 For integration with Change Management 6.0, open a command prompt window,
navigate to the ..\REMOTE_ITSM60_APPS\CHG\patches\SRM20 ITSM directory, and
then run setup.bat.
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").
This patch updates form, workflow, and system data definitions. If you are
running a customized version of Change Management, your customizations might
get overridden.
2 Check the log files.
The log files are found under the
..\REMOTE_ITSM60_APPS\CHG\patches\SRM20ITSM\Logs directory. You can view the
SRM2ITSM7Fix.html file for any install issues.
3 For integration with Help Desk 6.0, open a command prompt window, navigate to
the ..\REMOTE_ITSM60_APPS\HPD\patches\SRM20 ITSM directory, and then run
setup.bat.
NOTE
When executing the setup.bat file, use the following parameters:
setup <Server> <User> <Password> <Port>
The <Server>, <User>, and <Password> parameters are required. The <Port>
number is optional. When executing the setup.bat file from the command line,
enclose these parameters in double quotation marks (for example, "User Name").
This patch updates form, workflow, and system data definitions. If you are
running a customized version of Help Desk, your customizations might get
overridden.
8 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
NOTE
You only need to copy the caieventcmd library to one /bin folder per system.
10 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Figure 1-1: CAI Application Registry entry for ITSM 6.0 Applications
12 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Table 1-2: How Change Management 6.0 status transitions map to SRM 2.1.00
Service request Status reason Change status Comments
status
Draft N/A This is the service request’s initial
status.
Planning New
In Progress Assigned
Planning
Scheduled
Work In Progress
Completed Resolved
Closed
Draft N/A This is the service request’s initial
status.
NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed
within the Change Management 6.0 application. However, this status transition is
not allowed on the SRM system. As a result, the service request will not reflect a
“Completed” status for this situation.
Table 1-3: How Help Desk 6.0 status transitions map to SRM 2.1.00
Service request Service request Incident status Comments
status status reason
Draft N/A
Planning New
In Progress Assigned
In Progress
Completed Resolved
Closed
NOTE
Changing from a “Pending” status to a “Resolved” or “Closed” status is allowed
within the Help Desk 6.0 application. However, this status transition is not allowed
on the SRM system. As a result, the Service Request will not reflect a “Completed”
status for this situation.
NOTE
For instructions about how to expose the View Service Request link, see
“Configuring the integration” on page 10.
14 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
NOTE
For instructions on how to expose the View Service Request link, see “Configuring
the integration” on page 10.
16 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
18 Integrating SRM 2.1.00 with Help Desk 6.0 and Change Management 6.0
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