3 Replies Latest reply on May 10, 2016 1:22 PM by Stefan Hall

    ADDM sync and product categories

    Josh Hester
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      Remedy ITSM suite 8.1.02

       

      ADDM syncs our CIs over to our Remedy CMDB, but our product categories don't seem to be matching up.  If I open up Asset Management console and view a CI, the product catalog tiers showing for that CI don't match up with the categories we have created in our product catalog.  What areas/forms can I control how those mappings are getting processed? Right now, it looks like ADDM is just labeling everything based on however it was discovered and forcing that into the product catalog tiers regardless of what the actual options are in our product categorization tiers.  When we try to create an incident and find a certain product to use in the product categorization, some products don't show up for us (even though they do exist in Asset Management Console) because their product tiers are labeled as things that don't actually exist.

       

      What are some ways to control these mappings on how products get labeled in the product categorization tiers when being synced over from ADDM?

        • 1. Re: ADDM sync and product categories
          Stefan Hall

          I don't know exactly what you had tried, but Normalization is the key.

           

          First, take a look at Normalization options for addm dataset.

          - select "CTI and Name"

          - deselect "create new entries in product catalog"

          Second, run Normalization for addm dataset (batch mode) and take a look at nelog.

           

          If you see errors like "entry not found in product catalog" you've a problem with model and/or manufacturer. The combination isn't found in your current product catalog. These entries are created with addm CTI if you allow addm dataset to create new entries. All other entries should have your CTIs from product catalog.

           

          Hope you can start searching with this information.

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          • 2. Re: ADDM sync and product categories
            Josh Hester

            I know at one point we did have the "create new entries in product catalog" selected.  We have had it deselected for a while now.  For the new product categories that got created from that, is there a way to correct those through normalization?  Or will we need to manually go through those in the product catalog and edit/correct what tiers the products should fall under?

             

            To be clear, if "create new entries in product catalog" is NOT selected, then CMDB job runs will only use the product catalogs that we have created?

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            • 3. Re: ADDM sync and product categories
              Stefan Hall

              To be clear, if "create new entries in product catalog" is NOT selected, then CMDB job runs will only use the product catalogs that we have created?

              Exactly, the product catalog is the master source. If NE job finds a matching entry (model, manufacturer and version/patch for software) then name (modl) and CTI if configured is taken.

              Important note: Check "allow unapproved ..." for your dataset and "approved product" for product catalog entry. If "allow unapproved" is unchecked than all not approved products are irgnored and NE fails for these CIs (NE status 40). If "allow unapproved" is checked than NE status for CIs depends on approved product status of the product catalog entry (NE 50 for not approved products, NE 60 for approved products). Both are normalized.

               

              For the new product categories that got created from that, is there a way to correct those through normalization?

              Unfortunately no for the product catalog categories, yes for all CIs. Edit/correct your product catalog tiers manually and rerun NE with option "all CIs".

              2 of 2 people found this helpful