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msp_manage_customers [2018/06/13 15:11]
willm
msp_manage_customers [2018/12/26 11:29] (current)
robyn.lin
Line 7: Line 7:
 The following update sets should be installed: The following update sets should be installed:
  
-1. Perspectium for ServiceNow update set+1. (Latest) ​Perspectium for ServiceNow update set <WRAP round info>​Make sure to **Finish Install** (found under** Perpectium** > **Control and Configuration** > **Finish Install**). Configure the **Properties** (found under **Perspectium** > **Control and Configuration** > **Properties**). Run **Test Connection** to make sure the instance is properly set.</​WRAP>​
  
-2. Perspectium ​MSP Base update set+2. Perspectium ​Common Endpoint ​update set
  
-3. Perspectium ​Deferred ​update set+3. Perspectium ​Common Incident ​update set
  
 +4. Perspectium SIAM Mapping UI update set
  
-Once the update ​sets have been installed:+5. Perspectium MSP Gateway ​update ​set
  
-1) Go to Manage Customers (SP) tab under the Perspectium MSP app: 
  
-{{:manage_customers_sp_nav.png?​200|}}+**Once the update sets have been installed:**
  
-2The MSP Customers page has a list of all customers ​(5 customers per tab). To create a new Customer, click on the blue New button+1Navigate to the Perspectium ​MSP application menu and click Finish Install ​(this process may take several minutes to complete).
  
-{{:​msp_customers.png?400|}}+<WRAP info round>​Company should be previously added and configured under **Organization > Companies**The company domain should also be previously added and configured under **Domain Admin > Domains** </​WRAP>​
  
-You will be redirected to a page where the following information can be enteredCustomer Name textbox (mandatory),​ Customer Company lookup (not mandatory), and a checkbox indicating whether the Customer is Active or not+{{:msp_finish_install.png|}}
  
-{{:​msp_create_new_cust.png?600|}}+2) To create a new Customer, click on the Add Customer tab under the Perspectium MSP application menu (alternatively,​ you can also proceed to step 3 and click on the New button)You will be directed to the following page:
  
-3) Once you click Save, the sections for MSP Customer Endpoints and MSP Mappings will be generated below (these sections will be blank).+{{:​msp_new_customer.png|}}
  
-{{:save_new_customer_detail.png?400|}}+Company (lookup field): populate with the company reference. 
 + 
 +Active checkbox: indicates whether the Company is Active or not (defaults to Active). 
 + 
 +3) To see a list of all customers, go to the Manage Customers tab under the Perspectium MSP application menu.  
 + 
 +{{:msp_manage_customers.png|}} 
 + 
 +Drill into the newly created customer; on this customer detail page, click New to create a new endpoint. This will open the following form (refer to section below).
  
  
 ==== Creating a New Customer Endpoint (ServiceNow) ==== ==== Creating a New Customer Endpoint (ServiceNow) ====
  
-Click on the blue New button ​on MSP Customer Endpoints. ​This will open the following ​form+To create a new customer endpoint. ​Click the **New** button ​from the **MSP Customer Endpoints** table listComplete ​the form below by filling in all required fields.
-{{:​new_msp_cust_endpt.png?400|}}+
  
-**Customer**will be pre-populated with the current customer name.+{{:msp_new_cust_endpoint.png|}}
  
-**Endpoint Type**: a dropdown ​with the choices of ServiceNow, HP Service Manager, and Remedy. If ServiceNow is selected, the fields User, Password, and Requires Repeater Agent will be greyed out as ServiceNow does not use these fields+**Company**: will be pre-populated ​with the current company name.
  
-**ITSM Module**: a dropdown with one choice of Incident Management; currently this will be the only supported module in MSP Version 1.+**Type (Endpoint)**:​ a dropdown with the choices of ServiceNow and Remedy. If ServiceNow is selected, the fields User, Password, and Requires Repeater Agent will not appear as ServiceNow does not use these fields.  
 + 
 +**ITSM Module**: a dropdown with one choice of Incident Management
 +<WRAP round info> 
 +Currently Incident Management ​will be the only supported module in MSP Version 1
 +</​WRAP>​ 
 + 
 +**Integration User**: this field is automatically populated with a generated user based on company name. You can also use the dropdown menu to change the integration user. 
 + 
 +*In order to trigger replication of incidents, the domain of the incident (based on caller'​s company) and the customer endpoint domain must match.
  
 **Active**: a checkbox indicating if the endpoint is active or not. **Active**: a checkbox indicating if the endpoint is active or not.
  
-**Endpoint ​URL**: the customer/​target endpoint URL (if an Endpoint Alias is not specified, this field will be used as the Source/​Target System display name when generating the MSP Mappings table).+**URL or Instance (Endpoint)**: the customer/​target endpoint URL or instance name (for ServiceNow endpoints). If an Endpoint Alias is not specified ​(below), this field will be used as the Source/​Target System display name when generating the MSP Mappings table.
  
-**Replication Group**: represents ​the assignment group for incidents+**Alias (Endpoint)**: this field is optional; if you choose to give this endpoint an alias it  will be used as the Source/​Target System display name when generating the MSP Mappings table (instead of the Endpoint URL).
  
-**Endpoint Alias**: this field is optional; if you choose to give this endpoint an alias it (instead of the Endpoint URL) will be used as the Source/​Target System display name when generating the MSP Mappings table.+Once all required fields are filled in, click **Submit**. 
  
-Once you click Save (or Save and Exit), the MSP Endpoint Table with the newly added endpoint will be generated. ​In addition, the Table Map, Transform Map, Dynamic Share, and Shared Queue will automatically be generated for this newly created endpoint configuration. If you click on the "Edit Dynamic Share" link (on the far right), it will direct you to the generated dynamic share. ​+The MSP Endpoint Table with the newly added endpoint will be generated. ​The Table Map, Transform Map, Dynamic Share, and Shared Queue will automatically be generated for this newly created endpoint configuration. If you click on the "Edit Dynamic Share" link, it will direct you to the generated dynamic share. If you click on the "View Import Set Table" link, it will direct you to a list view of the dedicated import set table for this customer endpoint
  
-{{:msp_cust_endpt_table.png?600|}}+<WRAP round info> 
 +***Note**The Dynamic Share will be created with Base64 Encode Only cipherIf you wish to use another cipher type, the encryption/​decryption keys on the MSP Gateway and Customer Endpoint systems must match. 
 +</​WRAP>​
  
-In addition, the MSP Mappings table will automatically be generated below the endpoint table (see screenshot below). ​+ 
 +Additionally, the MSP Mappings table will automatically be generated below the endpoint table (see screenshot below). ​
  
 {{:​msp_mappings.png|}} {{:​msp_mappings.png|}}
  
  
-==MSP Mappings ​table==+====MSP Mappings ​Table====
  
-Describes the bidirectional flow of messages from the Source to Target system. The rows on the Mappings table cannot be edited.+Describes the bidirectional flow of messages from the Source to Target system.
  
-**Source system**indicates where the message originated from. As mentioned before, if an Endpoint Alias was provided in the endpoint configuration it will be used as the Source System value.+NoteThe rows on the Mappings table cannot ​be edited.
  
-**Message**: type of the source message.+**Source system**: indicates where the message originated. As mentioned previously, if an Alias was provided in the endpoint configuration it will be used as the Source system value, otherwise, it will default to the Endpoint URL. 
 + 
 +**Source Format**: type of the source message.
  
 **Maps to**: the "maps to" link will direct you to either the (previously generated) table map or transform map, depending on the direction of the message. ​ **Maps to**: the "maps to" link will direct you to either the (previously generated) table map or transform map, depending on the direction of the message. ​
  
-If there is no "maps to" and only an arrow, this indicates there is no transformation occurring.+**Target Format**: type of the target message.
  
-**Message**: type of the target ​message.+**Target System**: indicates ​the message's target destination. If an Alias was specified in the endpoint configuration it will be used as the Target system value, otherwise it will default to the Endpoint URL.
  
-**Target System**: indicates the message'​s target destination. As mentioned before, if an Endpoint Alias was provided ​in the endpoint configuration it will be used as the Target System ​value.+====MSP Share Conditions==== 
 +The conditions specified ​in this related list define ​the conditions that must be met for replication to occur and the action suffix produced in the name field of the outbound message. ​  The conditions are executed in sequence from lowest to highest order value. 
 + 
 +{{:​ShareConditions.png|}}
  
 ==== Creating a New Customer Endpoint (Remedy) ==== ==== Creating a New Customer Endpoint (Remedy) ====
  
-(Not completed)+[[http://​wiki.perspectium.com/​doku.php?​id=msp_remedy_endpoint|Remedy Customer Endpoint]]
  
-==== Creating a New Customer ​Endpoint ​(HP Service Manager) ​====+==== Cloning an Existing ​Endpoint ====
  
-(Not completed)+{{:​msp_clone_existing.png|}}
  
-=== Viewing a Customer === +To clone any existing ​endpoint, click the blue Clone Existing button located next to the New Button. You will be directed to the following page (below) where you will choose the endpoint to clone, enter the new endpoint instance/​URL,​ endpoint alias (if any), and user and password (if you are cloning a non-ServiceNow endpoint). 
-To drill into and view endpoint and mapping details for an existing ​customer from the MSP Customers home page, click on the row with the customer'​s name (ex: Acme).+
  
-{{:​msp_existing_cust.png?600|}}+The optional alias field will be pre-populated with the Customer and Endpoint type; you can input a different alias name or choose not to use an alias. This action will create a new shared queue using the new endpoint instance/​URL,​ and will clone the selected Endpoint record and all its associated artifacts (SIAM Mappings, Import Set Table, Dynamic Share, Outbound Table Map, Transform Map, and Inbound Table Map) under the current customer
  
 +{{:​msp_clone_wizard.png|}}
 +
 +==== Viewing an Existing Customer ====
 +To drill into and view endpoint and mapping details for an existing customer from the MSP Customers home page, click on the row with the customer'​s name. This will display all the endpoints for this customer.
 +
 +{{:​msp_existing_cust.png|}}
 +
 +<WRAP round info>
 ***Note**: if you click the Active checkbox on the top of the page (as seen in the screenshot above), the Dynamic Share(s) and Transform Map(s) for all the customer'​s corresponding endpoints will be activated/​deactivated accordingly to prevent data from flowing in/​out. ​ ***Note**: if you click the Active checkbox on the top of the page (as seen in the screenshot above), the Dynamic Share(s) and Transform Map(s) for all the customer'​s corresponding endpoints will be activated/​deactivated accordingly to prevent data from flowing in/​out. ​
 +</​WRAP>​
  
-To drill into an endpoint configuration record, click on a row in the MSP Customer Endpoints table.+To drill into an endpoint configuration record, click on a row in the MSP Customer Endpoints table. This will display the endpoint record as well as its corresponding mappings.
  
-{{:​msp_existing_cust_endpt.png?600|}}+{{:​msp_existing_cust_endpt.png|}}
  
 +<WRAP round info>
 ***Note**: If you click the Active checkbox to activate or deactivate an endpoint the Dynamic Share and Transform Map for that specific endpoint will be activated/​deactivated accordingly. ​ ***Note**: If you click the Active checkbox to activate or deactivate an endpoint the Dynamic Share and Transform Map for that specific endpoint will be activated/​deactivated accordingly. ​
 +</​WRAP>​
 +
 +==== Export to Update Set ====
 +If you click this button, the current Company, Domain, Customer, Endpoint record, and all associated artifacts (Mappings, Import Set Table, Dynamic Share, Table Map, Transform Map, Inbound Table Map, and Outbound Table Map) will be pushed to the current update set. The Share Conditions will also be pushed to the current update set. You will be directed to the following screen where you must enter the new Gateway ServiceNow instance information,​ and the new target Endpoint instance (or URL if using a non-ServiceNow endpoint). The optional alias field will be pre-populated with the Customer and Endpoint type; you can input a different alias name or choose not to use an alias.
 +
 +{{:​msp_export_wizard.png|}}
 +
 +<WRAP round info>
 +***Note**: After installing this update set, you must create your own Shared and Subscribe queues (and update the Dynamic Share target queue accordingly).
 +</​WRAP>​
 +
 +
 +{{:​msp_update_shared_queue.png|}}
 +
 +
 +To create the shared queue and update the Dynamic Share target queue, you can click on the "Edit Dynamic Share" hyperlink on the MSP Customer Endpoints screen. ​
 +
 +
 +{{:​msp_customer_endpoints.png|}}
 +
 +
 +Once you are directed to the Replicator Configuration - incident [Shared view*] screen, navigate to the Target queue field, click on "​Lookup using list" (Search icon), and then click the New button.
 +
 +
 +{{:​msp_new_queue1.png|}} ​
 +
 +
 +{{:​msp_new_queue2.png|}} ​
 +
 +
 +After the shared queue is created and on the Replicator Configuration - incident [Shared view*] screen, navigate to Related Links and click on "Reset Dynamic Share Rule."
 +
 +
 +{{:​msp_reset_dynamic_share_rule.png|}} ​
 +
 +
 +When installing an update set that contains artifacts associated with a MSP customer endpoint where type = BMC Remedy, you will also be prompted to update the Dynamic Share target queue accordingly. ​
 +
 +On the Replicator Configuration - incident [Shared view*] screen, navigate to Related Links and click on "Reset Dynamic Share Rule."
 +
 +
 +{{:​msp_reset_dynamic_share_remedy.png|}}
 +
 +
 +To complete the process, navigate to the Queues - psp.in.siam.client.remedy [Share view] screen, and update any applicable details accordingly (i.e.Queue user, Queue user password)
 +
  
-=== Deleting a Customer/​Customer Endpoint === +{{:msp_remedy_shared_queue.png|}} 
-1) **Deleting a customer**once you click/​confirm Delete on the Customer Detail page, the customer and all its associated Endpoints and Mappings will be deleted, along with the associated Table Map, Transform Map, Dynamic Share, and Shared Queue artifacts+ 
  
-{{:​msp_customer_delete.png?​600|}}+==== Deleting a Customer Endpoint ==== 
  
-2) **Deleting a customer endpoint**: once you click/​confirm ​Delete on the MSP Customer Endpoint record, that specific endpoint and its associated Mappings will be deleted, along with the associated Table Map, Transform Map, Dynamic Share, and Shared Queue artifacts. ​+**Deleting a customer endpoint**: once you click Delete on the MSP Customer Endpoint record, that specific endpoint and its associated Mappings will be deleted, along with the associated Table Map(s), Transform Map, Dynamic Share, and Shared Queue artifacts. ​
  
-{{:msp_endpt_delete.png?600|}}+<WRAP round info> 
 +***Note**The Delete action has been hidden for Customers Best practice is to not delete but rather deactivate customers. 
 +</​WRAP>​
  
  
msp_manage_customers.1528927901.txt.gz · Last modified: 2018/06/13 15:11 by willm