This section contains the following topics:
How to Set up the CA Technologies Clarity Service Connect Add-in
How to Set up Remedy for Connection to CA Clarity PPM
Install the CA Technologies Clarity Service Connect Add-in
The Default Remedy Clarity Integration Process
The following steps describe the overall process of setting up the CA Technologies Clarity Service Connect add-in:
You must install Remedy on top of the basic BMC Remedy Action Request system. CA Clarity PPM connects with Remedy using Web Services, which means that you must also install the Remedy Mid-Tier application.
See the Remedy documentation for more information on BMC Remedy Action Request and the Mid-Tier application.
Use the following process to set up Remedy for connection to CA Clarity PPM:
Remedy includes some default Web Services. However, these are basic services meant to be configured to include the filter criteria and data required by the client application.
For example, CA Clarity PPM must filter using Remedy's Status field, which is not possible using stock Remedy Web Services. To accomplish the task of filtering, create a new Web Service query operation that can take a generic filter argument, and output all the fields required by CA Clarity PPM.
Follow these steps:
Enter GetFilteredList.
Select Get.
Follow these steps:
A new node called element appears.
The node opens.
The input mapping window opens.
Enter XPATH(/ROOT/Filter), where XPATH(/ROOT/Filter) is a fully dynamic qualification filter that allows the service client (CA Clarity PPM) to filter on any field.
Follow these steps:
Type: int
Mapped to (left panel): Estimated Total Time
The element on right panel.
Type: int
Mapped to (left panel): Total Time Spent
The element on right panel.
Type: dateTime
Mapped to (left panel): Resolved Time
The element on right panel.
Type: string
Mapped to (left panel): Request Impact
The element on right panel.
Type: dateTime
Mapped to (left panel): Modified Time
The elements are linked.
The Web Service is now ready for CA Clarity PPM.
Remedy Web Service takes some data in its own format; use the rem:timestamp tag to simplify date conversions.
Required. This can be "DATE_TO_LONG" or "FORMAT_TIMEZONE".
In Remedy, when a date, including time, is to be used as a query condition, instead of: date > to_date("2005-01-2 12:23:12")
Remedy uses: date > 10234420304
This provides the number of seconds since midnight of Jan. 1st, 1970. Use mode="DATE_TO_LONG" to get a number that is based upon a date.
In Remedy, when a date is obtained from a web service, it exists in the following format: 2005-04-01T13:44:12-08:00, where "-08:00" at the end specifies the time zone and can only be understood by SimpleDateFormat (which is used in the <gel:parseDate> tag). Use mode=" FORMAT_TIMEZONE" to generate a date string that is understandable by <gel:parseDate>.
Type: String
Required. The variable referred by this name contains the result:
Type: String
Required. The value to be converted:
Type: Expression
Example
<rem:timestamp var="LastRemedyIncidentTime1" value="${LastRemedyIncidentTime}" mode="FORMAT_TIMEZONE"/>
<gel:parseDate dateVar="RDate" stringVar="LastRemedyIncidentTime1" format="yyyy-MM-dd'T'HH:mm:ssZ"/>
<rem:timestamp var="RemedyTime" value="${RDate}" mode="DATE_TO_LONG"/>
Prerequisites
For instructions on how to install an add-in, see the Installation Guide.
Before installing the add-in, read the following requirements for new and existing customers:
See the Installation Guide for more information.
This section describes the steps required to install add-ins from a .jar file so that the content is available to users. Complete the steps on your CA Clarity application server. Before installing an add-in, verify that the relevant CA Clarity PPM version is installed.
Important! If you upgrade from a previous version of the add-in, verify the compatibility chart in the add-in release notes to see if an upgrade for the add-in is required, or is optional.
The following process details how to install add-ins on your CA Clarity PPM server:
Perform the step if the add-in is installed, or CA Clarity PPM view is modified by installing the add-in.
All add-ins are .iso image files. The .iso image file includes a .jar file. The .jar file contains the files to install the add-in. The installer updates the existing CA Clarity PPM installation with the newly downloaded files.
To download the .iso image file, go to support.ca.com and download the .iso image to your computer, or an accessible network location.
On UNIX platforms, use the .iso image file directly through the DVD emulation provided with some of the operating environment DVD device drivers. For Linux systems, you can use the .iso image by mounting it on the .iso file system driver.
To mount the .iso image file using Unix, open a command prompt and issue a command similar to the following:
mount -t .iso9660 -o ro,loop,dev filename.iso /mnt/CAcd
The command mounts the .iso image file (filename.iso) at the /mnt/CAcd mount point. Hence, the DVD contents are accessible through the /mnt/CAcd directory.
The .iso image files are DVD images containing exact binary copies of the original DVDs. Depending on the operating environment, you can use the files to create product DVDs, or you can use them in their original format.
A DVD writer and mastering software are required to recreate product DVDs. Most DVD authoring applications accept a preformatted .iso image file and write the contents of the ISO image to a DVD. This step generates an exact copy of the product DVD.
See the documentation on your DVD writer for more information about how to write .iso image files to DVDs.
Note: Neither Windows nor WinZip recognizes the .iso file format. To access the installation files in Windows, create a DVD with the .iso image file using a DVD Writer. Or, use a third-party software program like IsoBuster or Undisker as an .iso image file extractor. If you prefer not to create a DVD, use an .iso extractor program to extract .iso image files to a local file system.
Once you access the .iso image file, extract the .jar file to a temporary directory location on the CA Clarity application server to complete the installation process.
The .jar file includes the following files:
The UNIX installation script.
The Windows installation script.
The Ant installation script.
The directory of updated files.
The directory of supporting files.
Follow these steps:
jar -xvf <filename>
The command extracts the contents of the .jar file to the same location where the .jar file resides.
chmod +x install.sh
This grants execution privileges for the install script.
Before applying the add-ins, stop the CA Clarity Application (app) and CA Clarity Background (bg) services. Restart them from Clarity System Administration after having applied the add-in to CA Clarity PPM.
The following sections explain how to stop the services in different server configurations.
Important! If deployed on the server, do not stop the Clarity System Administration (nsa), the Database (db), the Beacon, and the Reports (reports) services.
Do the following to stop the CA Clarity Application (app) service and CA Clarity Background (bg) services that use Apache Tomcat as your CA Clarity application server.
Follow these steps:
Do the following to stop the application and background services in a configuration that uses the Oracle WebLogic, or IBM WebSphere as your CA Clarity application server.
Follow these steps:
For more information, see the J2EE vendor documentation.
The following procedure installs the updates to objects, reports, and the database.
Important! Back up your CA Clarity PPM installation before installing this add-in so that you can restore the application to the prior version, if necessary. When you install an add-in, you can overwrite your customized views for out-of-the-box CA Clarity PPM objects, such as projects. If your organization has customized views, consider installing in a test environment before installing this add-in into your production environment. Once you have installed the add-in, you cannot uninstall it.
Follow these steps:
install
The installation process begins.
Stop the CA Clarity Application (app) and CA Clarity Background (bg) services before applying the add-in. Restart them after applying the add-in. Use CA Clarity System Administration to stop the application.
The following sections explain how to start the services in different server configurations.
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