Products

Engyro Product Connector for Microsoft System Center Operations Manager to Remedy ARS

As the management and administration of today's enterprise applications becomes increasingly specialized, the need to share real-time event management information between support organizations becomes a key component for the successful management of all critical business systems.

The Engyro Product Connector for System Center Operations Manager 2007 to Remedy ARS is designed to provide enterprises of all sizes with a streamlined process of automatically creating tickets in Remedy based on alerts received in Ops Mgr. Once opened, synchronization is maintained between the Remedy ticket and the Ops Mgr alert; ensuring any change (updates or closures) initiated in either system is immediately reflected in the other.

The result is a more robust and seamless management environment that provides significant correlation capabilities. These capabilities can be leveraged to design cross-organization support processes that maximize the resources and strengths of the formerly independent support groups.

The ultimate effect is improved enterprise health, realized by the creation of a better support organization through cooperative and more informed decision-making.


Diagram
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Key Features & Benefits

Fully customizable for any ARS application – The System Center Operations Manager to Remedy Product Connector works out of the box with Remedy HelpDesk or can be easily adapted to work with any custom ARS application. A built-in configuration utility provides a wizard-like interface for linking Ops Mgr with any ARS application and form.

Guaranteed creation and synchronization of Remedy tickets – Alerts forwarded to Remedy trigger an automated process that ensures alerts are received and acknowledged by Remedy as each ticket is created. Synchronizations are handled in the same fashion; ensuring Remedy and Ops Mgr are always in sync.


Screenshot: Microsoft Operations Manager
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Screenshot: Remedy ARS
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Critical alert properties synchronized between Systems Center Operations Manager and Remedy - Multiple alert properties including custom fields are kept in sync as events flow between System Center Operations Manager and Remedy. This enables specific event information to be shared between support organizations, further enhancing problem diagnostic capabilities.

Customizable field mappings between Systems Center Operations Manager and Remedy – The mapping of System Center Operations Manager alert fields and Remedy fields is fully customizable. Ops Mgr alert Severity and Resolution State can be mapped to any valid Remedy value. And unmapped fields can be automatically assigned values in the Remedy ticket. This high degree of customizability enables the Ops Mgr to Remedy Product Connector to fit into any Remedy environment.

Systems Center Operations Manager Management Pack to monitor the Engyro Product Connector - The Engyro Product Connector for System Center Operations Manager to Remedy is equipped with an Ops Mgr Management Pack written specifically to monitor the operational status of the product connector. Any problems detected by the management pack are immediately relayed to Ops Mgr where automated notifications can be configured to alert appropriate support organizations.

Automatic failover to other Systems Center Operations Managerr servers in the management group - Consistent with the System Center Operations Manager server hierarchy and failover capabilities, the product connector can be configured to automatically detect a primary Ops Mgr server failure and transfer event flow and synchronization to another Ops Mgr server in the configuration group.

Web Services Communication Mechanism – The Engyro Product Connector for System Center Operations Manager to Remedy leverages .NET and industry standard web services to communicate between Ops Mgr and Remedy. It also supports Remedy encryption, resulting is an extremely efficient and secure communication path between the two systems.

Additional Capabilities

  • Uses web services for communication between System Center Operations Manager and Remedy
  • Support of multiple System Center Operations Manager Management Groups communicating with a single Remedy server
  • Redundancy of product connectors – run in automatic failover mode
  • Management and configuration of product connector via a user interface
  • Best attempt delivery options – define the number of attempts when sending alerts to Remedy
  • Support for multiple Remedy servers. Failover to additional servers when the product connector is unable to communicate with the primary.

System Requirements

  • OpsMgr Environment
    • Windows Server/Workstation 2000/2003
    • OpsMgr 2007, GA release
  • Remedy ARS Environment:
    • ARS 5.0 and above
    • Remedy HelpDesk 5.0