12 Replies Latest reply on Aug 27, 2014 4:30 AM by Atul Shokeen

    Show Me Your Remote Actions!

    Daric Smith

      Our company is new to ProactiveNet v.9.5 and have come upon Remote Actions.  Instead of reinventing the wheel, I thought I would ask the community to show me your remote action configurations, what they do and maybe why.

        • 1. Re: Show Me Your Remote Actions!

          Daric - good post here. I see remote actions in 3 different maturity phases: Crawl - Walk - Run.
          Crawl is really where you configure simple scripts (.bat, powershell, perl, ksh) which could be run from the BPPM server or remote cells. We provide very basic examples out of the box (e.g. Ping), but I agree the more content the better. One of the tricky things is making the action in context to an event and the source device. For example, you do not want to make a "Restart Windows Service" action available on an event about a UNIX server or network device. 

           

          Question for you as a new user to BPPM. Do you own BMC Atrium Orchestrator (BAO) to run workflows or Triage and Remediation runbooks? Or if you are looking to start simple with standard scripts?

           

          Again, I like the idea to put sample scripts out there from the community.

           

          KP

          • 2. Re: Show Me Your Remote Actions!
            Alvaro Paronuzzi

            Daric,

            my favourite out-of-the-box remote action is the one for triggering Remedy incidents directly from a BPPM event.

            Another action I find very useful is the one for opening a remote desktop session on the device (e.g. Windows server) the alarm event refers to.

            Custom rules: the easiest action may execute a command (e.g. a bat file).

            Please provide some use case that could be useful for you (or something you would like to implement) and I will be more than happy to help you.

             

            Regards,

            Al

            • 3. Re: Show Me Your Remote Actions!

              Hi Al,

               

              I am interested to know what you would do forn opening a remote desktop session for the device the alarm event refers to.

              • 4. Re: Show Me Your Remote Actions!
                Alvaro Paronuzzi

                Hi Atul,

                 

                you can find a screenshot of how to call the action below:

                RDC.jpg

                 

                Basically:

                1) You have an event for a remote host (e.g. the remedy server or the bppm server).

                2) You can launch a Remote Desktop Connection (RDC) selecting the highlighted action (RDC to EVENT host)

                 

                I need to mention that this out-of-the-box action is a Local Action and not a Remote Action like I thought.

                 

                I hope it helps.

                Regards,

                 

                Al

                • 5. Re: Show Me Your Remote Actions!
                  Sebastian Lindblom

                  Hi

                   

                  We are using local actions more since our BPPM is on a unix box.

                  But if you are running BPPM on windows I guess you could do the same for remote actions.

                   

                  Here are what we are using atm,

                  Open Windows Services – to easier restart a windows service.

                  Event Instructions – open webpage, worddok or RKM with instructions for the operator.

                  Windows Service Translate – function to translate windows service internal name to windows display name. The information is then stored in a DDA table.

                  Ping  - is the host answering.

                  Check for CI in Asset – is the CI (mc_host) available in Asset/CMDB.

                  IDG Query – Impact Database Gateway, database where we keep all events ever created.

                  Remote Session (SSH or RemoteDesktop) – if it’s a windows box we use RD, if it’s a unix box its SSH.

                  Open ITSM ticket (not create) – open the corresponding incident ticket.

                   

                  A part from those we have different webpages like reports, KPI Dashboard, phone numbers and blackout page all accessible from the local actions menu.

                   

                  br,

                  Sebastian

                  • 6. Re: Show Me Your Remote Actions!
                    Alvaro Paronuzzi

                    Hi Sebastian,

                     

                    Event Instructions – open webpage, worddok or RKM with instructions for the operator.

                     

                    I'm interested in this kind of action... what I'm doing right now is adding the URL to the RKM instructions inside an event slot in order to access it directly from a column of the event management console.

                    My question is: how do you associate the link to the RKM instructions to the correct event using an action? Is it a remote action ora a local action?

                     

                    Thanks and Regards,

                    Al

                    • 7. Re: Re: Show Me Your Remote Actions!
                      Sebastian Lindblom

                      Hey Al

                      We have an enrichment cell where all events go through.

                      During this enrichment process we add the correct RKM direct url to a custom event slot.

                       

                      We then use this custom event slot in our local action to open the associated RKM.

                       

                      Enrichment cell consists of two tables.

                      One bem match table. Other is the "user input" table.

                      "User Input" table is where we manually add the enrichment values/lines. What to match on and what to add/enrich.

                      We then generate the bem match table based on the "User Input" table.

                       

                      br,

                      Sebastian

                       

                      ps.

                      This how our direct url looks like: (we just modify the KBA number for every new article)

                      https://<itsm server>/arsys/forms/<server group name>/RKM%3AKnowledgeArticleManager/Default+View/?qual='302300507'%20%3D%20%22KBA00003504%22AND'302300500'%20%3D%20%22Published%22

                      ds.

                      • 8. Re: Show Me Your Remote Actions!
                        Daric Smith

                        How do you "Open Windows Services" and restart them from the Operations Console?  Is that possible to do with running processes?

                        • 9. Re: Show Me Your Remote Actions!
                          Sebastian Lindblom

                          Hello Daric

                          Not really understanding your question.

                           

                          We are running local actions. Local actions are run/triggered locally on the users machine (PC's in our case) they are stored under %USERPROFILE%\.econsole\webconsole\<BPPM server>\etc\event_op\

                          For more info about local actions check the BMC Docs.

                           

                          So for the windows services,

                          I have a VBS script which takes one input argument (the mc_host slot), then start the Computer Managment Console (compmgmt.msc).


                          br,

                          Sebastian

                          • 10. Re: Show Me Your Remote Actions!

                            When I try to initiate local action, it launches java and nothing happens, is there anything we need to change to get local actions running first.

                            • 11. Re: Show Me Your Remote Actions!
                              Alvaro Paronuzzi

                              Hi Atul,

                              please check if your browser version and java version meet the product requirement in the BPPM documentation.

                              I've seen this happen when the product requirements weren't matching...

                              I hope it helps.

                               

                              Regards,

                              Al

                              • 12. Re: Show Me Your Remote Actions!

                                Thanks, will check