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Good Morning Footprinters! Its the start of the quarter and I wanted to write up a guide on integrating Footprints Service Core and Footprints Asset Core (BMC Client Manager).

 

If you haven't already signed up for BMC Engage yet I would highly suggest doing so. This is going to be a great event for anyone in the industry. We will be hosting several guest speakers that will go in-depth on today's hot topics. We will also be having daily Certification Workshops. Attendees will also have an opportunity to network with other BMC users. IT professionals should be sure not to miss this opportunity. You can signup at engage.bmc.com.

 

I am writing this blog to cover Footprints Service Core 9.5.4 and above integrating with Footprints Asset Core 11.5 and above. For Asset Core 11.1 and below, check out the guide Configuring the Integration between FootPrints Service Core v11 and FootPrints Asset Core v11.pdf by Steven Schoenherr.

 

In FPSC 11.X and below we have a one way integration between Service Core and Asset Core. Service Core can pull data and issue commands from Asset Core but Asset Core cannot create or update issues. In FPSC 12 we introduced the ability to create issues with Asset Core. I will cover setting up both in this guide.

 

Table of Contents

 

  1. FPSC 11.X and below
    1. Asset Core Setup
    2. Service Core Setup
  2. FPSC 12
    1. Web Services
    2. Asset Core Setup
    3. Service Core Setup
  3. Troubleshooting

 

 

FPSC 11.X and below

 

Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

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Don't forget to add a password.

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3) Global Settings-> External Integration-> Create BMC Footprints Integration

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4) Click the Select Administrator button, find the newly created administrator and click OK to set it as the Integration Administrator. You can ignore everything below Integration Administrator. Click OK.

 

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5) (Optional) Create a shared account. Some environments wish to use a shared FPAC administrator to perform functions from Service Core in Asset Core. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

Service Core Setup

 

1) Login to Footprints Service Core as a System Administrator

 

2) Administration-> System-> Asset Management

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3) Enter the IP Address or Host of the FPAC master. Also include the port the master is listening on (default is 1610). Enter the Integration account and click to test the connectivity.

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4) Verify the connection was successful

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5) (Optional) Enter the shared account credentials. If you don't enter a shared account then each agent will need to enter their Asset Core credentials in their Preferences.

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6) Save.

 

7) Enable FPAC on a workspace level. Administration-> Workspace-> Asset Management

 

8) This page allows you to grab specific asset data and populate Issue fields with that data. Select which asset data you want populated into the issue.

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9) Decide which tab you want the Asset Look-up Bar to appear by selecting which field it will sppear with. The default is the Asset Information tab.

 

10) Select which contact (Address Book) field should map back to the asset user. You can also enable various auto lookups of an asset when a contact is selected.

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11) Save

 

12) You should now be able to launch the console from the homepage, perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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FPSC 12

 

Web Services

 

In Footprints Service Core 12 we introduced the ability to create records when alerts are triggered in Footprints Asset Core (BMC Client Manager). To accomplish this we need to enable service accounts in both FPSC and FPAC. We also need to enable web services in order to take advantage of this new feature. To integrate FPSC 12 your Asset Core must be on version 11.7.0.140331_ONEOFF or later. Earlier versions will not integrate.

 

1) Login to FPSC 12 as a System Administrator.

 

2) Administration-> Integration-> Web Services

 

3) Check to enabled the API then save

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4) Create the FPSC integration account. Administration-> Users.

 

5) Select New

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6) Create the new user as a System Administrator. Fill out the rest of the form (user, email, password)

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7) Give the user access to all the containers you want to access from FPAC. Make the user at least an Agent in all the containers you are giving access to.

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Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

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Don't forget to add a password.

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3) Global Settings-> External Integration-> Create BMC Footprints Integration

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4) Select the newly created FPAC administrator as the Integration Administrator

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5) Enter the web services account we created in FPSC. Enter the correct URL for your FPSC 12 application (the default is http://ipaddress:8080/footprints/servicedesk)

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6) Verify the settings are correct by clicking the Check Connection button.

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7) Select which Workspace and Record type you want alerts in Asset Core to create. Then check the box for each alert type to create a record in FPSC when the alert is triggered in FPAC. You can even set a specific template that will be used when the FPAC alert is triggered.

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8) Once all the alerts are set save the page

 

9) Enabled Web Services on the master. Global Settings-> External Integration-> Web Services Configuration-> Right click and Add Device

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10) Select the master and click OK

 

11) Expand the master then select Properties. Enter FPSC's IP address and click OK.

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12) (Optional) Install a certificate. You can install a certificate into the Web Service Configuration. Just right click to create the CSR then import the created certificate (use your own CA or a commercial one to sign it).

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13) Create a shared account. FPSC 12 requires a shared FPAC administrator to setup integration. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

14) This step was added for anyone who started on BMC Client Management 12.0, if you upgraded from 11.7 or earlier you can skip this step. Find the bcm.crt in the Client Management\Master\bin\certs\trusted\#### directory. Copy that certificate into the config\certs\trusted\ directory on the Footprints Service Core Server. Restart Tomcat.

 

 

Service Core Setup

 

1) Login to FPSC as a System Administrator

 

2) Administration-> Integration-> Asset Core

 

3) Enter the FPAC settings into the Integration page. Enter the master's IP address, port, and web services port. (defaults shown) Also enter the accounts created in steps 2 and 13 of the Asset Core setup.

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4) Verify the Integration account. You should see a success message in the bottom right corner.

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5) Verify the Default User Name. You should see a success message in the bottom right corner.

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6) Save.

 

7) Enable Asset Core in each Workspace. Administration-> Workspaces-> Manage. Select the Workspace you want to integrate and click Edit.

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8) Select Asset Core Integration on the left hand pane. You can then select the enable the integration for the whole workspace. You can also choose the auto lookup rules for each record type.

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9) Select which contact field will map to the user in Asset Core and trigger the lookup when populated.

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10) Save

 

11)  Add the Asset Link control to the Form. Navigate back to the Workspace configuration page. Select the record type and click Edit.

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12) Select Forms. Select the Form you want to add Asset Core integration to then click Edit Form

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13) Open the Form Controls and select Asset Link Control

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14) Drag and drop the Asset Link control onto the Form to the desired location.

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15) Save and repeat for each Form and record type you want to add the integration.

 

16) Save and Publish the Workspace.

 

17) You should now be able to launch the console from the homepage (More-> Asset Core Console), perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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Troubleshooting

 

I wanted to add some common problems people have with FPSC/FPAC integration.

 

Here are the most common problems/errors I run into:

 

1) Getting an error when launching the console:

 

Application Error

Unable to launch the application

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Opening the Details shows the following:

 

Could not connect to the specified Asset Core Server.  Check your configuration settings and verify that the server is running then try again.

 

JNLParseException[ Could not parse launch file. Error at line 0.]

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.Main.launchApp(Unknown Source)

  at com.sun.javaws.Main.continueInSecureThread(Unknown Source)

  at com.sun.javaws.Main.access$000(Unknown Source)

  at com.sun.javaws.Main$1.run(Unknown Source)

  at java.lang.Thread.run(Thread.java:724)

 

Try launching FPSC in chrome (Chrome won't auto execute the .jnlp file).

 

If FPSC downloads a MRNAMPClientCallbackServices.jnlp file then the settings in Administration-> System-> Asset Management are not correct. Reenter all the credentials and save. The FPAC integration credentials must be reentered each time you save this page. Failure to enter those credentials will results in blank credentials being saved and your integration breaking with the above error.

 

If a console.jnlp is downloaded then do the following:

    1. Navigate to the master/ui/console/jws/jnlp directory
    2. Delete all the sub-directories (do not delete the .jnlp files in this main directory, if there are no jnlp files here then don't delete anything)
    3. Navigate to https://master:1610/console in a browser. Replace master with the exact hostname or ip address configured in Administration-> System-> Asset Management. This will re-create the folders.

 

2) My console launched from FPSC is missing XYZ in Asset Core.

 

Change the account in your Preferences to use the "admin" account then launch the console. If the console shows the data correctly then use How to create an administrator login with the same rights as "admin" to set the permissions.

 

3) My Operational Rule is not showing in the Advanced Actions.

 

There are two pieces you need to check

    1. The user has proper rights (use the above to see if their rights are set correctly)
    2. The OpRule is configured to show in external Integration. Open the properties of the OpRule and select Available in Integrated Solutions for the Deployment from External Integration.

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4) When I select a contact, a grey Loading... screen shows with Asset Core integration enabled. This only happens in Internet Explorer.

 

Upgrade to FPSC 11.6.03 to resolve the problem in IE.

 

 

 

I hope this guide was helpful to everyone working to integrate Footprints Service Core and Footprints Asset Core (BMC Client Manager). Please feel free to leave feedback in the commends below.