Configuring the DSM Environment in HEAT

You must apply the following changes in DSM:

1.

Update to DSM Release 7.0.2 or a newer version.

2.

Open the DSM Console.

3.

Specify the URL for the DSM integration service.

DSM Console

4.

From the HEAT Tenant Configuration Management record, copy the Client Authentication Key field into the DSM Console field.

5.

Set the Integration with field to HEAT Cloud Platform. (This was formerly called ITSM SaaS.)

6.

Save the changes that you made in the DSM Console.

7.

Stop and restart the FrontRange DSM Messenger Service.

8.

Ping the DSM server from HEAT to verify connectivity, as described in Ping the DSM Server.

Ping the DSM server to check the connection between HEAT and DSM.

1.

Log into the Service Desk Console as an administrator and open the DSM On-Demand Sync Request workspace.

2.

Click New DSM Sync Request.

3.

From the Sync Request Type menu, choose Ping DSM Service.

4.

Click Save.

DSM Ping Server

To handle a failed ping status:

On the DSM system, software types and properties determine which software can be synchronized and managed through HEAT.

Software synchronization between the DSM and HEAT can be performed manually (on-demand) or on a defined schedule.

After you have synchronized software, as described in Synchronizing Software Packages and Sets, you must:

• Make available (or activate) the software packages, software sets, and operating systems and publish to Self Service the software packages and sets that were synchronized between DSM and HEAT, as described in Activate Software Packages, Software Sets, and Operating System Sets.
• If appropriate, specify whether approval is required before the software package is made available to the requester, as described in Specify Approval for Software Packages.
• Associate one or more DSM-defined software packages into an FRS Software record, as described in Link Software Packages to FRS Software Records. Only software packages that are linked to the FRS Software record are available to Self Service users and Service Desk Analysts.
• View the installation parameters for a software package, as described in View and Edit Default Installation Parameters.
• View operating systems linked to the software packages, as described in View Operating Systems Linked to Software Packages.
• Map your CIs to the DSM–managed computers, as described in Map CIs to DSM-Managed Computers.

Activate Software Packages, Software Sets, and Operating System Sets

After synchronization between DSM and HEAT, the software or operating system has a status of not available in HEAT until it is activated. You must activate any software that has a status of not available before it can be installed or provisioned in HEAT.

You must publish the software package and software set to Self Service so that it is available for requesters from Self Service.

1.

Log into the Service Desk Console as an administrator, and open one or more of the following workspaces:

2.

Click the top of the Status column, then choose Group by this Field. The system lists all the records set to not available together.

3.

Depending on the workspace you are in, choose one of the following actions from the quick action menu:

The system sets the status to requested and creates a task to activate. After the DSM server processes the task, the system sets the status to available.

4.

Select the records that you want to make available to end users using Self Service:

You can also open a record and select Publish to Self Service.

The Publish to Self Service column shows a value of yes and the system makes the item available to Self Service users.

Specify Approval for Software Packages

If you specify approval for a software package, an approval task is created when the software is requested from Self Service.

To require approval for hardware or OS sets, see Define Hardware and Software Profiles.

1.

Log into the Service Desk Console as an administrator, and open the DSM Software Package workspace.

2.

Select a record for which you want to specify approval, and open it.

3.

On the Details tab, check Approval required. The Approval Required column in the list view shows a value of yes.

4.

Save the record.

View and Edit Default Installation Parameters

Installation parameters (such as parameter name, display name, additional text, and so on) that are displayed in a software package are inherited from the DSM system when software packages are synchronized. You can, however, edit the inherited parameters and make the edited parameters default to HEAT.

1.

Log into the Service Desk Console as an administrator, then open the DSM Software Package workspace.

2.

Select a record where you want to view installation parameters, and open it.

3.

Click the Installation Params tab.

4.

Select a parameter in the list and open it or click Go to.

5.

In the Edit Installation Parameters window, do any of the following:

6.

Click Save.

Installable software packages are created on the DSM server through the DSM user interface. Optional: On the HEAT server, you can associate one or more DSM-defined software packages into an FRS software record.

FRS software records are containers for groupings of software packages, and are displayed as selectable choices in the Software field of the Software Details tab of a Software Installation Request template.

If an appropriate FRS software record does not exist, create a new record as described in Create a New FRS Software Record and Link to a Software Package.

1.

Log into the Service Desk Console as an administrator, and open the DSM Software Package workspace. The system displays list of packages.

2.

Double-click the record that you want to link to FRS software.

3.

From the FRS Software tab, click Link. The system displays a list of FRS software records.

4.

Choose the record to which you want to link software packages, then click Select.

5.

Repeat to link other FRS software to the software package.

6.

Click Save.

If the existing set of FRS software records does not meet your requirements, create a new FRS software record.

1.

Log into the Service Desk Console as an administrator, and open the DSM Software Package workspace.

2.

Select a record that you want to link to FRS software, and open it.

3.

From the FRS Software tab, click New FRS_Software.

4.

Enter information into the Name, Version, Edition, and Price fields as needed.

5.

Click Save. The new FRS software record is now associated with the DSM software package.

In DSM, software packages are mapped to one or more operating systems. After the HEAT-DSM synchronization occurs, the operating systems that are associated with software packages are populated in HEAT from DSM.

Operating systems that are linked to software packages appear as a prepopulated field in the Software Installation Request template when a Self Service user selects a software package from the software menu. The value of the operating system field is also derived from the computer selected.

1.

Log into the Service Desk Console as an administrator, and open the DSM Software Package workspace.

2.

Select a record where you want to view the associated operating systems, and open it.

3.

Select the Platform tab. View the linked operating systems.

Hardware and software profiles are used when a new computer is provisioned or when a new software installation is requested in Self Service. Information that you define in a profile is used to populate the Hardware Profile and Software Profile fields when a requester submits a new request or incident or when they are created by a Service Desk Analyst.

Define Hardware Profiles

Information that you define in the hardware profile is used to populate the Hardware Profile field when a requester submits a provisioning request in Self Service and in the Incident Details tab.

The hardware profile that you create here will be linked to computers through the Model field in CI records as described in Map CIs to DSM-Managed Computers. This allows all computers having the same model number to be included in a single hardware profile.

1.

Log into the Service Desk Console as an administrator, then open the Provisioning Profile Hardware workspace.

2.

Click New Hardware Profile.

3.

Enter information into the fields.

Field	Description
Name	The name to show in the drop-down list in the Hardware Profile field in Incident Details or Request Detail (on Self Service) when a computer provisioning incident is created.
Model	The model of computer (as defined in the CI record Model field) that will be included in this hardware profile. For example, the model shown in the Hardware Profile record above specifies that all computers having that model in their CI record Model field are included in this hardware profile.
Hardware Type	An appropriate hardware type, such as desktop or server. To create a new type, click Add. In the New Hardware Type field, enter a new type of hardware and then click Save.
OS Type	An appropriate OS type.
Price	A price for this hardware.
Publish to Self Service	Makes this hardware profile available to Self Service users.
Description	Optional. A description of this profile.
Approval Required	Require approval for provisioning of this hardware.

4.

Click Save.

Define Software Profiles

Information that you define in the software profile is used to populate the Software Profile field when a requester submits a provisioning request in Self Service and in the Incident Details tab when a new computer provisioning incident is created.

1.

Log into the Service Desk Console as an administrator, and open the Provisioning Profile Software workspace.

2.

Click New Software Profile.

3.

Fill in the Name, OS Type, OS Set, and Description fields.

All activated OS sets are available as choices in the OS Set field (See Activate Software Packages, Software Sets, and Operating System Sets). Your selection displays under Included Software in Incident Details and in the Installation Package field in Self Service.

4.

Check Approval Required to require approval for provisioning of this software profile.

5.

Select the DSM Managed Software tab to include additional software packages or software sets in the software profile.

6.

Click Link to link DSM-managed software records to the software profile. The system displays the linked software packages and sets with the OS set under Included Software in Incident Details and in the Installation Package field in Self Service.

A list of DSM-managed software records appear.

7.

Choose the record that you want to link to software profiles, then click Select.

8.

Repeat to link other software packages and sets.

9.

Click Save.

Before you begin this process, ensure that DSM, the HEAT Inventory Management application, or another Discovery product is able to export configuration items for managed computers to HEAT so that the configuration items are available in HEAT prior to starting this procedure. If this is not the case, you must manually create a configuration item for each DSM-managed computer before performing the following procedures.

We recommend that all new computers enable network boot prior to provisioning.

When configuration items are first created or discovered in HEAT, they do not contain DSM ID or DSM platform information. These fields are auto-filled during the mapping procedures described in this section; you cannot enter or edit information in these fields manually.

After these fields are populated, their information is used as follows:

• To provision a computer from HEAT, the DSM ID field must be populated.
• To install software packages on the computer from HEAT, the DSM ID and DSM Platform fields must be populated.

Manually Create a CI Computer Record and Map to DSM

Before you perform this procedure, the new computer must be identified in DSM by a DSM administrator. We recommend that the new computer have network boot enabled, or press F12 during the boot sequence.

1.

Log into the Service Desk Console as an administrator or Discovery Manager, then open the Configuration Item workspace.

2.

Click New and select the appropriate New <CI Type>, such as workstation or server.

3.

Enter information into the fields.

Field	Description
Name	The name of the computer to which you are mapping. The name you provide must be the NetBIOS name of the computer (for example, (http://xyz.abc.com/kb/1234). The name can have a maximum of 15 characters and cannot contain any special characters.
Domain	The domain name of the computer to which you are mapping.
MAC Address	The MAC address of the computer. The MAC address must contain 12 characters and no dashes (for example, 0286BCF423F0).
Owner	An owner for this computer.

4.

Manually map the CI to computer as follows:

After the sync is successful, the DSM ID field and DSM Platform field in the CI record is populated based on the MAC address that you specified.

Instead of performing the CI-to-computer mapping manually, you can wait until the mapping is executed on a recurring basis when the DSM Computer Sync workflow runs. To view or set up a mapping schedule, see Scheduled Synchronization.

Map a Discovered Computer to DSM

1.

Install the gateway on the client computer, if this has not been done before.

2.

Click Gateway to open the Gateway workspace, and then open the record.

3.

Click Scan Active Directory.

4.

At the prompt, click Yes. The system starts the scanning process. The system lists the unmanaged computers when the scan is complete.

5.

Click the task link to open the Agent Tasks tab from where you can view the progress of the scan.

The scan is displayed as an agent task, with a status (pending or complete). When the Active Directory scan has finished, all the unmanaged computers are listed.

6.

Click the Configuration Item tab, then select the devices to which you want to deploy the agent, and click Deploy Agent.

7.

Click Yes to confirm that you want to deploy to the selected computers.

8.

Click Audit Inventory.

9.

Click Yes to confirm that you want to proceed.

The system creates an audit task. It can take a while for the agent to receive the task and act on it (up to 30 minutes with the default settings), and then a while longer for the resulting data to be processed into the CMDB. When the audit has finished, any changes since the last audit are recorded. If there are no changes since the last inventory, no additional information is recorded.

You can continue to work while the audit is being processed.

You must install the DSM client agent on all the computers that you want to manage via DSM. Refer to the DSM documentation.

10.

Perform the CI-to-computer mapping manually as follows:

After the sync is successful, the DSM ID and DSM Platform fields in the CI record are auto-filled.