Writing web service

applications in Perl for

HP Service Manager 9.X and BP4SM
9.X
Dr Christopher Vance and Greg Baker
August 2012
i
Contents
1 Agenda 1
2 SOAP Introduction 3
2.1 What is SOAP/WSDL? . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2.2 SOAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.3 WSDL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.4 How do I access the Service Manager SOAP service? . . . . . . . . . 26
2.5 Exercise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3 SOAP in Perl 29
3.1 What options are there for SOAP/WSDL client-side in Perl? . . . . . 30
3.2 Building a Perl client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3.3 SOAP::Lite putting stu in . . . . . . . . . . . . . . . . . . . . . . . 34
3.4 SOAP::SOM getting stu back out . . . . . . . . . . . . . . . . . . . 41
3.5 SOAP::Data calling parameters . . . . . . . . . . . . . . . . . . . . . 48
3.6 Exercise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
4 HP Service Manager Tickets 51
4.1 Contacts and operators . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
4.2 Interaction tickets and their lifecycle . . . . . . . . . . . . . . . . . . . 55
4.3 Incident tickets and their lifecycle . . . . . . . . . . . . . . . . . . . . . 62
4.4 Change tickets and their lifecycle . . . . . . . . . . . . . . . . . . . . . 64
4.5 Exercise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
5 Creating Tickets 68
5.1 Common elds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
5.2 Create skeleton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
5.3 What an interaction ticket needs . . . . . . . . . . . . . . . . . . . . . 76
ii
5.4 What an incident ticket needs . . . . . . . . . . . . . . . . . . . . . . . 77
5.5 What a change ticket needs . . . . . . . . . . . . . . . . . . . . . . . . 78
5.6 What ticket should I use? . . . . . . . . . . . . . . . . . . . . . . . . . . 79
5.7 Exercise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
6 Other Tickets and Tools 84
6.1 Service Catalogue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
6.2 Conguration Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
6.3 Creating a new web service interface . . . . . . . . . . . . . . . . . . . 87
6.4 Creating a mailer interface . . . . . . . . . . . . . . . . . . . . . . . . . 90
7 Techniques 98
7.1 Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
7.2 Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Index 106
Page iii of 108
Page iv of 108
1
Agenda
1
Agenda
Agenda
SOAP Introduction
SOAP in Perl
HP Service Manager Tickets
Creating Tickets
Other Tickets and Tools
Notes.
Introduction.
Fire and emergency.
Locations of restrooms.
Break location and times.
Page 2 of 108
2
SOAP Introduction
3
2.1. WHAT IS SOAP/WSDL?
2.1 What is SOAP/WSDL?
SOAP/WSDL
Like many parts of IT, SOAP and WSDL t into a universe
of dependencies.
RPC Remote Procedure Call
XML Extensible Markup Language
HTTP Hypertext Transfer Protocol
SOAP Simple Object Access Protocol
WSDL Web Services Denition (or Description) Language
Notes.
Page 4 of 108
CHAPTER 2. SOAP INTRODUCTION
RPC
Remote Procedure Call is any mechanism used for a client
program on one machine to invoke (or call) a procedure on
another machine.
To make it work, the ends have to agree
What procedures are available
What arguments does each procedure take for input and
output
How are arguments and the choice of procedure ex-
pressed
Where should information be sent to cause invocation
The results are invariably returned to the client using the
same formats and methods as the invocation.
Notes.
A number of RPC mechanisms are used in the real world. Some of the earliest
ones were originally motivated by the need to share les.
In 1984 Sun invented Sun RPC, mostly used these days for NFS on Unix and
Linux systems.
In the same year CCITT (now called ITU-T) described ASN.1, still used for LDAP,
SNMP, cryptographic keys, etc.
In the mid 1980s Apollo Computer (later bought by HP) invented NCS, which
which later became DCE, used by Microsoft DCOM and ODBC.
In the late 1980s, IBM invented SMB, now called CIFS and most heavily used by
Microsoft systems, and implemented by the free Samba software.
The named systems all use binary encodings to make transfer ecient, at the cost
of interoperability. Some of these encodings are at least partially self-describing,
while others are not.
Page 5 of 108
2.1. WHAT IS SOAP/WSDL?
XML
The Extensible Markup Language attempts to provide a self-
describing textual view of data using nested tags. Typical use
is within disk les.
<person><name>Baz</name><height unit="metre">2.0
</height><moustache/></person>
It comes from the same heritage as HTML, used for web
pages.
XML does not require the use of whitespace for indentation
or readability, since it is intended primary for machine pars-
ing.
Notes.
XML enables better interoperability at the expense of verbosity.
Tags are expressed within angle brackets. They are case-sensitive, nest strictly,
and must be explicitly closed. Content between the open and close tag may
include nested tags and character data.
An opening tag may include attributes (see unit within height above).
A closing tag starting with </ must appear somewhere following the opening tag.
A tag ending with />, such as <moustache/> above, is self-closing. It may include
attributes, but cannot contain other tags or non-tag data.
Whitespace may separate the / from its tag name, whether in </ or /> form.
Page 6 of 108
CHAPTER 2. SOAP INTRODUCTION
XML example
<?xml version="1.0" encoding="UTF-8"?>
<Envelope>
<Body>
<RetrieveIncidentKeysListRequest>
<model>
<keys />
<instance>
<IncidentID />
</instance>
</model>
</RetrieveIncidentKeysListRequest>
</Body>
</Envelope>
Notes.
This example is editted down from real XML used with SOAP and HP Service
Manager. The original uneditted XML includes namespaces and attributes, and
omits all the indentation and newlines.
Page 7 of 108
2.1. WHAT IS SOAP/WSDL?
HTTP
The Hyper Text Transfer Protocol was invented for the world-
wide web. A request includes
a command line, starting with GET, POST, etc.
a number of header lines, each eectively a name, fol-
lowed by a colon (:), whitespace, and content to end-
of-line
one empty line
text or binary content
The response is returned in the same similar format.
Apart from the single command line, the le format, includ-
ing header lines and content separation is derived from the
format used for e-mail.
Notes.
Page 8 of 108
CHAPTER 2. SOAP INTRODUCTION
HTTP example
POST /SM/7/ws HTTP/1.1
Host: bp4smdemo.hpsweducation.com:13080
Accept: text/xml
Accept: multipart/*
Accept: application/soap
Content-Length: 546
Content-Type: text/xml; charset=utf-8
SOAPAction: "#Retrieve"
<?xml version="1.0" encoding="UTF-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><RetrieveIncidentKeysListRequest xmlns="http://bp4smdemo.hpsweducation.com:13080/SM/7"><model><keys /><instance><IncidentID /></instance></model></RetrieveIncidentKeysListRequest></soap:Body></soap:Envelope>
Most of the (XML) content disappears o the end of a single
long line.
Notes.
The client program has a choice between
POST http://bp4smdemo.hpsweducation.com:13080/SM/7/ws HTTP/1.1
and
POST /SM/7/ws HTTP/1.1
Host: bp4smdemo.hpsweducation.com:13080
Both have the same eect.
Page 9 of 108
2.2. SOAP
2.2 SOAP
SOAP
The Simple Object Access Protocol provides a way to express
remote procedure call. It is an XML-based language.
Service Manager uses SOAP v1.1.
The request and its arguments are serialized into an
XML document.
The request document is passed via an HTTP POST
action to the server.
The server deserializes the XML, performs the requested
procedure, and serializes the results into XML.
The response document is passed back to the client as
the result of the HTTP POST action.
The client deserializes the response XML.
Notes.
The HTTP headers required for SOAP with HP Service Manager include
SOAPAction
Content-Length
Omitting either of these, or incorrect values of them, will cause HP SM to return
a failure or fault, rather than performing the requested service.
Page 10 of 108
CHAPTER 2. SOAP INTRODUCTION
SOAP request
The XML part of a real SOAP request is typically a single line.
Even with newlines put in to aid legibility, the full content
does not t on a slide, so see the course notes for the full
content.
POST http://bp4smdemo.hpsweducation.com:13080/SM/7/ws HTTP/1.1
Authorization: Basic ...
Content-Length: 546
Content-Type: text/xml;charset=utf-8
SOAPAction: "RetrieveKeysList"
<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Body>
<RetrieveIncidentKeysListRequest xmlns="http://bp4smdemo.hpsweducation.com:13080/SM/7">
<model><keys/><instance><IncidentID/></instance></model>
</RetrieveIncidentKeysListRequest>
</soap:Body>
</soap:Envelope>
Notes.
Note that the SOAP request body contains a tag ending with Request. This is a
convention followed by HP Service Manager, not a requirement of SOAP per se.
We show the request over several slides, and several pages in the course notes, to
emphasize dierent parts.
The good news is that most of the material in any SOAP request you deal with
is likely to be boilerplate generated by the Perl modules youll use.
Page 11 of 108
2.2. SOAP
SOAP request
...
<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Body>
...
</soap:Body>
</soap:Envelope>
Notes.
The xmlns attributes specify XML namespaces which dene tags available in a
document.
This slide shows the Envelope tag and its attributes.
Page 12 of 108
CHAPTER 2. SOAP INTRODUCTION
SOAP request
...
<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope ...>
<soap:Body>
<RetrieveIncidentKeysListRequest
xmlns="http://bp4smdemo.hpsweducation.com:13080/SM/7">
<model>
<keys />
<instance>
<IncidentID />
</instance>
</model>
</RetrieveIncidentKeysListRequest>
</soap:Body>
</soap:Envelope>
Notes.
This slide shows the body of the request.
This request returns the keys (IncidentID) for all Incident tickets.
This slide shows that the xmlns attribute can be use in more than one tag (pre-
ceding ones were on the Envelope tag).
Page 13 of 108
2.2. SOAP
SOAP response
Here is the response to the preceding request.
HTTP/1.1 200 OK
Content-Length: 766
Content-Type: text/xml;charset=utf-8
Set-Cookie: ...
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
<SOAP-ENV:Body>
<RetrieveIncidentKeysListResponse message="Success" query="" returnCode="0" schemaRevisionDate="2011-12-04" schemaRevisionLevel="1" status="SUCCESS" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://bp4smdemo.hpsweducation.com:13080/SM/7/Incident.xsd">
<keys><IncidentID type="String">IM10420</IncidentID></keys>
<keys><IncidentID type="String">IM10422</IncidentID></keys>
</RetrieveIncidentKeysListResponse>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Notes.
Just as the tag within Body ends with Response. Again, this is a HP Service
Manager convention not a SOAP requirement.
Please note that the tags for the request and response are almost always going to
dier by necessity of holding dierent internal structures.
Page 14 of 108
CHAPTER 2. SOAP INTRODUCTION
SOAP response
...
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
<SOAP-ENV:Body>
<RetrieveIncidentKeysListResponse
message="Success"
query=""
returnCode="0"
schemaRevisionDate="2011-12-04"
schemaRevisionLevel="1"
status="SUCCESS"
xmlns="http://schemas.hp.com/SM/7"
xmlns:cmn="http://schemas.hp.com/SM/7/Common"
xmlns:xmime="http://www.w3.org/2005/05/xmlmime"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://schemas.hp.com/SM/7 http://bp4smdemo.hpsweducation.com:13080/SM/7/Incident.xsd">
...
</RetrieveIncidentKeysListResponse>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Notes.
The response includes a bunch of xmlns attributes, as well as some additional
information.
Just as the request message is mostly boilerplate assembled by the Perl mod-
ules youll be using, the response message is also mostly boilerplate which is
understood and deconstructed by the same Perl modules.
Page 15 of 108
2.3. WSDL
2.3 WSDL
WSDL
WSDL is the Web Services Denition Language (v1.1) or Web
Services Description Language (v2.0), and provides a way
to express the remote procedure calls available at a service
endpoint, and the arguments required of each call. It is an
XML-based language.
HP Service Manager, like many implementations, uses WSDL
1.1, perhaps at least in part because the Business Process
Execution Language, BPEL, only supports 1.1.
We wont show a complete WSDL example, but there
will be excerpts showing each of the components from the
IncidentManagement.wsdl le used by Service Manager.
Notes.
Just as with SOAP, you wont be needing to write a WSDL le, nor even read one
very often. Consider it more useful as a reference. The tags used are supposed
to be informative, as in programming languages like Java where convention is to
use phrases when constructing names for modules, packages, and procedures.
Page 16 of 108
CHAPTER 2. SOAP INTRODUCTION
WSDL components
The components in a WSDL 1.1 le include
types, describing the simple and complex data structures
accompanying each request and response
message, describes a single request or response message
operation, describes a single remote procedure call, and
combines input and output, being one message from
client to server, and one message from server to client
portType, being a collections of operations
binding, being a specication of the transport protocols
of the operations in a portType
port, being the a service endpoint, typically a URL, used
by a binding
service, being a collection of ports
Notes.
Page 17 of 108
2.3. WSDL
WSDL types
<types>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" attributeFormDefault="unqualified" elementFormDefault="qualified" targetNamespace="http://schemas.hp.com/SM/7" version="2011-12-04 Rev 1" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime">
<xs:import namespace="http://www.w3.org/2005/05/xmlmime" schemaLocation="http://www.w3.org/2005/05/xmlmime"/>
<xs:import namespace="http://schemas.hp.com/SM/7/Common" schemaLocation="http://bp4smdemo.hpsweducation.com:13080/SM/7/Common.xsd"/>
<xs:complexType name="IncidentKeysType">
<xs:sequence>
<xs:element minOccurs="0" name="IncidentID" nillable="true" type="cmn:StringType"/>
</xs:sequence>
<xs:attribute name="query" type="xs:string" use="optional"/>
<xs:attribute name="updatecounter" type="xs:long" use="optional"/>
</xs:complexType>
...
</xs:schema>
</types>
Notes.
A number of complexType tags will normally appear within a schema, even though
weve only shown one.
Page 18 of 108
CHAPTER 2. SOAP INTRODUCTION
WSDL types
<types>
<xs:schema
xmlns:xs="http://www.w3.org/2001/XMLSchema"
attributeFormDefault="unqualified"
elementFormDefault="qualified"
targetNamespace="http://schemas.hp.com/SM/7"
version="2011-12-04 Rev 1"
xmlns="http://schemas.hp.com/SM/7"
xmlns:cmn="http://schemas.hp.com/SM/7/Common"
xmlns:xmime="http://www.w3.org/2005/05/xmlmime">
<xs:import namespace="http://www.w3.org/2005/05/xmlmime" schemaLocation="http://www.w3.org/2005/05/xmlmime"/>
<xs:import namespace="http://schemas.hp.com/SM/7/Common" schemaLocation="http://bp4smdemo.hpsweducation.com:13080/SM/7/Common.xsd"/>
<xs:complexType name="IncidentKeysType">
<xs:sequence>
<xs:element minOccurs="0" name="IncidentID" nillable="true" type="cmn:StringType"/>
</xs:sequence>
<xs:attribute name="query" type="xs:string" use="optional"/>
<xs:attribute name="updatecounter" type="xs:long" use="optional"/>
</xs:complexType>
</xs:schema>
</types>
Notes.
The schema includes a number of attributes.
Page 19 of 108
2.3. WSDL
WSDL types
<types>
<xs:schema ...>
<xs:import
namespace="http://www.w3.org/2005/05/xmlmime"
schemaLocation="http://www.w3.org/2005/05/xmlmime"/>
<xs:import ...>
<xs:complexType name="IncidentKeysType">
<xs:sequence>
<xs:element
minOccurs="0"
name="IncidentID"
nillable="true"
type="cmn:StringType"/>
</xs:sequence>
<xs:attribute
name="query"
type="xs:string"
use="optional"/>
<xs:attribute
name="updatecounter"
type="xs:long"
use="optional"/>
</xs:complexType>
</xs:schema>
</types>
Notes.
Imported namespaces provide some of the tags used to describe data structures.
Attributes include an indication whether values can be explicitly empty, or whether
their use is compulsory.
Page 20 of 108
CHAPTER 2. SOAP INTRODUCTION
WSDL types
<types>
<xs:schema ...>
<xs:import ...>
<xs:complexType name="IncidentKeysType">
<xs:sequence>
<xs:element minOccurs="0" name="IncidentID" nillable="true" type="cmn:StringType"/>
</xs:sequence>
<xs:attribute
name="query"
type="xs:string"
use="optional"/>
<xs:attribute
name="updatecounter"
type="xs:long"
use="optional"/>
</xs:complexType>
</xs:schema>
</types>
Notes.
Only the innermost data types can be predened, like string. Almost everything
else is complexType with internal structure.
Page 21 of 108
2.3. WSDL
WSDL message
<message name="RetrieveIncidentRequest">
<part element="ns:RetrieveIncidentRequest"
name="RetrieveIncidentRequest"/>
</message>
<message name="RetrieveIncidentResponse">
<part element="ns:RetrieveIncidentResponse"
name="RetrieveIncidentResponse"/>
</message>
Notes.
Here we intuit from the tag names used that RetrieveIncident uses one message
type for the Request and another for the Response.
Typically, a message only contains one part.
Page 22 of 108
CHAPTER 2. SOAP INTRODUCTION
WSDL operation and portType
<portType name="IncidentManagement">
<operation name="RetrieveIncident">
<documentation/>
<input message="ns:RetrieveIncidentRequest"/>
<output message="ns:RetrieveIncidentResponse"/>
</operation>
<operation name="RetrieveIncidentKeysList">
<documentation/>
<input message="ns:RetrieveIncidentKeysListRequest"/>
<output message="ns:RetrieveIncidentKeysListResponse"/>
</operation>
</portType>
Notes.
Here, an operation has an input and output message.
Page 23 of 108
2.3. WSDL
WSDL binding
<binding name="IncidentManagement" type="ns:IncidentManagement">
<soap:binding style="document"
transport="http://schemas.xmlsoap.org/soap/http"/>
<operation name="RetrieveIncident">
<soap:operation soapAction="Retrieve"
style="document"/>
<input>
<soap:body use="literal"/>
</input>
<output>
<soap:body use="literal"/>
</output>
</operation>
</binding>
Notes.
The binding includes information on how to transport data for each operation.
In this case, "literal" means to transport the XML without compression or
conversion to binary format.
Page 24 of 108
CHAPTER 2. SOAP INTRODUCTION
WSDL port and service
<service name="IncidentManagement">
<port binding="ns:IncidentManagement"
name="IncidentManagement">
<soap:address
location="http://bp4smdemo.hpsweducation.com:13080/SM/7/ws"/>
</port>
</service>
Typically there is only one port entry within the service.
Notes.
Page 25 of 108
2.4. HOW DO I ACCESS THE SERVICE MANAGER SOAP SERVICE?
2.4 How do I access the Service Manager SOAP ser-
vice?
SOAP on HP Service Manager
The SOAP service is presented via HTTP on a congurable
TCP port of your SM machine (default 13080). A request
contains some HTTP headers, followed by an XML body.
The response is returned in the same format.
Although web browsers have a mechanism for le upload,
they typically have no general mechanism to allow passing
content into a web service, so the alternatives are to use an
existing program designed to pass XML to a web service,
such as a REST client, or to write your own program which
does this.
This course introduces programming in Perl using the
SOAP::Lite module.
Notes.
The server TCP ports are congured in the sm.ini le, as in this excerpt
system:13080
httpPort:13080
sslConnector:0
httpsPort:13443
The web tier is often congured to listen on port 8080, and runs inside a java
application server, such as Tomcat. A load balancer is often run in front of this.
The web services interface does not involve the web tier, but communicates di-
rectly a ServiceManager application server. The web tier is also congured to talk
to the application servers.
Unfortunately the WSDL denitions provided by HP Service Manager do not
make it easy to work out all the details of message structure. In particular, the
language does not express which values SM will be happy with, and which will
cause distress or misbehaviour.
You may nd, as we have done, that a certain amount of trial and error is
necessary, as is comparison with the results of using SM from a web browser.
Page 26 of 108
CHAPTER 2. SOAP INTRODUCTION
extaccess
Notes.
With SM, the WSDL le content is dynamically generated, as a result of the
current settings in the extaccess table.
The Service Name is the name presented by web services and forms the basis of
where the WSDL le is located.
http://servername:port/SM/7/Service Name.wsdl
Name is the name of the supporting Service Manager table.
Object Name is appended to the allowed actions so that it can be distinguished
from other actions on the same Service Name.
Column 1 of the table lists the column names in the table. Column 2 represents
their names as presented via web services.
Page 27 of 108
2.5. EXERCISE
2.5 Exercise
Exercise
Exercise: Fetch the WSDL denition from HP Service Man-
ager
Within http://bp4smdemo.hpsweducation.com:13080/SM/7/
youll nd a number of .wsdl les, including
ChangeManagement.wsdl
ConfigurationManagement.wsdl
FSCManagement.wsdl
IncidentManagement.wsdl
ProblemManagement.wsdl
ServiceDesk.wsdl
Fetch at least one of these les, and inspect the content.
Notes.
Your easiest approach is to use a web browser. Youll need to type the full URL
into the address eld of your browser, since you wont be able to browse by
directory search.
Command line alternatives available on most non-Windows systems include one
or more of:
wget -O (thats capital letter O)
curl -o
ftp -o (BSD)
If you have extra time, you might also want to compare with what you see using
SM in a web browser.
Log in to http://bp4smdemo.hpsweducation.com/.
Navigate to Tailoring > Web Services > WSDL Configuration.
Ask the trainer for more information on values to try in the form.
Page 28 of 108
3
SOAP in Perl
29
3.1. WHAT OPTIONS ARE THERE FOR SOAP/WSDL CLIENT-SIDE IN
PERL?
3.1 What options are there for SOAP/WSDL client-
side in Perl?
SOAP modules
Hundreds of Perl modules claim to implement or to use
SOAP.
SOAP::Lite appears to provide the most popular method for
writing SOAP clients and servers. Its dependency on WSDL
is relatively Lite. With the level of information provided by
SM for WSDL, this appears to be a reasonable match.
SOAP::WSDL provides a heavier weight implementation, much
more strongly tied to WSDL, and requiring conguration be-
fore use. The benets gained do not appear to justify the
costs of using this.
Notes.
In addition, MIME::Base64 is used for basic password authentication. If you care
about protecting this data in transit, you might want to congure your SM SOAP
service, or a reverse proxy in front of it, to use SSL.
Page 30 of 108
CHAPTER 3. SOAP IN PERL
CPAN
The Comprehensive Perl Archive Network is the standard
mechanism for providing Perl modules not otherwise in-
cluded with your original Perl installation. Whether the mod-
ules you need are included, or need to be added after market,
will depend on decisions of your Perl vendor.
If you know how to use CPAN, please let your trainer know,
and we can move on to the meat of this course.
ActiveState Perl provides its own package manager, PPM, for
installing third party modules.
Notes.
Page 31 of 108
3.1. WHAT OPTIONS ARE THERE FOR SOAP/WSDL CLIENT-SIDE IN
PERL?
ActiveState PPM
Running ppm without specifying an argument should enable
you to determine if the modules you need are installed. The
ones we refer to explicitly are MIME::Base64 and SOAP::Lite.
Depending on the version of ActiveState Perl, you may nd
these packages already installed.
If you have ActiveState Perl installed, but SOAP::Lite is not
installed, you should be able to install it by opening a com-
mand prompt window, and typing the command
ppm install SOAP-Lite
Similarly for MIME::Base64, packaged as MIME-Base64.
Notes.
Note that PPM package names use - instead of ::.
Page 32 of 108
CHAPTER 3. SOAP IN PERL
3.2 Building a Perl client
Perl client
Well go through the steps of building a script which retrieves
contacts from HP Service manager. The exercise at the end of
this part of the course will be polishing this to make it work.
Notes.
Page 33 of 108
3.3. SOAP::LITE PUTTING STUFF IN
3.3 SOAP::Lite putting stu in
Starting out
a.pl
1 #!/usr/bin/perl
2
3 use strict;
4 use warnings;
5
6 use SOAP::Lite;
7
8 my $site = http://bp4smdemo.hpsweducation.com:13080/SM/7;
9
10 my $soap = SOAP::Lite->new(
11 proxy => "$site/ws",
12 service => "$site/ConfigurationManagement.wsdl",
13 default_ns => $site);
Notes.
The main element is the new invocation on lines 1013, which creates a new client
object used for accessing the SOAP service.
Before we can use use SOAP::Lite, we have to import it, which we do on line 6.
The proxy argument on line 11 species the URL for the POST command.
The service argument on line 12 specied the URL for WSDL description of the
SOAP service.
The default_ns argument on line 13 species the namespace used for XML tags
within the request we will assemble.
Because the values for proxy, service, and default_ns share common content,
we have used line 8 to factor it out.
The strict and warnings pragmata on lines 34 make Perl programming a little
safer.
The #! comment on line 1 is appropriate for Linux, BSD, and most Unix editions.
Perl uses double quotes " around strings which require interpolation of $ and
\ expressions, and single quotes around strings which do not required such
interpolation. You could of course use " around a strings which doesnt include
$ or \ with the same result as using .
Use of modules such as Perl::Critic can be used to impose coding style re-
strictions on your code. The sample code provided with this course does not
necessarily follow all such recommendations.
Page 34 of 108
CHAPTER 3. SOAP IN PERL
Add the call
b.pl
10 my $soap = SOAP::Lite->new(
11 proxy => "$site/ws",
12 service => "$site/ConfigurationManagement.wsdl",
13 default_ns => $site);
14
15 my $som = $soap->call(RetrieveContactKeysList);
16
17 print "Fault\n" if ($som->fault);
18
19 print $som->valueof(//RetrieveContactKeysListResponse/keys) . "\n";
Notes.
Now we add the call on line 15 and a rst attempt at showing any error on line
17 or the result on line 19.
Unfortunately we receive a runtime error
Use of uninitialized value in concatenation (.) or string at soap-lite/b line 19.
which suggests that the call failed.
Page 35 of 108
3.3. SOAP::LITE PUTTING STUFF IN
Tracing SOAP
c.pl
1 #!/usr/bin/perl
2
3 use strict;
4 use warnings;
5
6 use SOAP::Lite +trace => debug;
7
8 my $site = http://bp4smdemo.hpsweducation.com:13080/SM/7;
9
10 my $soap = SOAP::Lite->new(
11 proxy => "$site/ws",
12 service => "$site/ConfigurationManagement.wsdl",
13 default_ns => $site);
14
15 my $som = $soap->call(RetrieveContactKeysList);
16
17 print "Fault\n" if ($som->fault);
18
19 print $som->valueof(//RetrieveContactKeysListResponse/keys) . "\n";
Notes.
To help determine what went wrong, we enable tracing within SOAP::Lite, by
modifying line 6. The module will show the HTTP request and response, includ-
ing raw XML.
The result of running the script reveals output
HTTP/1.1 401 Unauthorized
Connection: close
Date: Sun, 05 Aug 2012 08:15:35 GMT
Server: Apache-Coyote/1.1
WWW-Authenticate: Basic realm="CASM"
Content-Length: 40
Content-Type: text/html;charset=utf-8
Client-Date: Sun, 05 Aug 2012 09:22:18 GMT
Client-Peer: 74.50.56.155:13080
Client-Response-Num: 1
<HTML><BODY>Not Authorized</BODY></HTML>
Page 36 of 108
CHAPTER 3. SOAP IN PERL
Add authorization
d.pl
6 use SOAP::Lite +trace => debug;
7 use MIME::Base64;
8
9 my $site = http://bp4smdemo.hpsweducation.com:13080/SM/7;
10 my $user = falcon;
11 my $password = orange perfection;
12 my $auth = encode_base64("$user:$password", );
13
14 my $soap = SOAP::Lite->new(
15 proxy => "$site/ws",
16 service => "$site/ConfigurationManagement.wsdl",
17 default_ns => $site);
18 $soap->transport->http_request->header(Authorization
19 => "Basic $auth");
20
21 my $som = $soap->call(RetrieveContactKeysList);
22
23 print "Fault\n" if ($som->fault);
24 print $som->valueof(//RetrieveContactKeysListResponse/keys) . "\n";
Notes.
Service Manager uses basic HTTP authorization, which requires using base64
encoding of the user and password.
Line 7 imports the module which provides base64 encoding.
Line 18 adds the Authorization header to the request, as revealed by the tracing
output.
The result of running the script now receives a SOM (SOAP Output Message).
Unfortunately it indicates a fault, but thats far better than not executing the SOAP
request at all. The output XML has been editted for readability.
HTTP/1.1 500 Internal Server Error
Connection: close
Date: Sun, 05 Aug 2012 08:58:11 GMT
Server: Apache-Coyote/1.1
Content-Type: text/xml;charset=utf-8
Client-Date: Sun, 05 Aug 2012 10:04:54 GMT
Client-Peer: 74.50.56.155:13080
Client-Response-Num: 1
Set-Cookie: JSESSIONID=19FDDDD3012A22CB923AB4BED1AD19CA; Path=/SM
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server</faultcode>
<faultstring>A CXmlApiException was raised in native code : error 16 : scxmlapi(16) - Invalid or missing file name in XML request</faultstring>
<faultactor>Server</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Fault
Use of uninitialized value in concatenation (.) or string at soap-lite/d line 24.
Page 37 of 108
3.3. SOAP::LITE PUTTING STUFF IN
Fault handling
e.pl
20 my $som = $soap->call(RetrieveContactKeysList);
21
22 if ($som->fault) {
23 my $code = $som->faultcode;
24 my $actor = $som->faultactor;
25 my $string = $som->faultstring;
26 my $detail = $som->faultdetail;
27 my $out = "Fault\n";
28 $out .= "\tCode\t$code\n" if ($code);
29 $out .= "\tActor\t$actor\n" if ($actor);
30 $out .= "\tString\t$string\n" if ($string);
31 $out .= "\tDetail\t$detail\n" if ($detail);
32 die $out;
33 }
34
35 print $som->valueof(//RetrieveContactKeysListResponse/keys) . "\n";
Notes.
Now that we can recognize a fault as reported by SOAP, we extract the fault
information from the SOAP response and print it, lines 2233.
If there was a fault, we no longer attempt to print useful results, but rather exit
the script with error indication on line 32.
This removes the error message about uninitialized value.
Page 38 of 108
CHAPTER 3. SOAP IN PERL
How to proceed
The fault we currently see is
Fault
Code SOAP-ENV:Server
Actor Server
String A CXmlApiException was raised in native code : \
error 16 : scxmlapi(16) - Invalid or missing file \
name in XML request
Unfortunately this is insucient to suggest the direction to
proceed.
Two modications are needed to make progress, discovered
by reading the .wsdl le, and by comparing the SOAP request
with a working non-Perl implementation.
Notes.
Page 39 of 108
3.3. SOAP::LITE PUTTING STUFF IN
Two changes
f.pl
14 my $soap = SOAP::Lite->new(
15 proxy => "$site/ws",
16 service => "$site/ConfigurationManagement.wsdl",
17 default_ns => $site);
18 $soap->transport->http_request->header(Authorization
19 => "Basic $auth");
20 $soap->on_action(sub { "RetrieveKeysList"; } );
21
22 my $keys = SOAP::Data->name(keys => )->type();
23 my $instance = SOAP::Data->name(instance => )->type();
24 my $model = SOAP::Data->name(model =>
25 \SOAP::Data->value($keys, $instance));
26 my $som = $soap->call(RetrieveContactKeysList, $model);
Notes.
Looking at ConfigurationManagement.wsdl shows
<operation name="RetrieveContactKeysList">
<soap:operation soapAction="RetrieveKeysList" style="document"/>
...
</operation>
where the soapAction attribute does not include Contact. On line 19, we have
modied the SOAPAction header to use this value, rather than the incorrect
SOAP::Lite default.
On lines 2123 we have constructed data which modies the RetrieveContactKeysList
part of the request XML from
<RetrieveContactKeysList
xmlns="http://bp4smdemo.hpsweducation.com:13080/SM/7"
xsi:nil="true" />
to
<RetrieveContactKeysList
xmlns="http://bp4smdemo.hpsweducation.com:13080/SM/7">
<model>
<keys />
<instance />
</model>
</RetrieveContactKeysList>
These modications change the output to
HASH(0x7fe1eaaeedb0)
meaning that there is now a result, even if it doesnt yet look informative.
The use of SOAP::Data will be explained more later.
Page 40 of 108
CHAPTER 3. SOAP IN PERL
3.4 SOAP::SOM getting stu back out
SOM
SOM stands for SOAP Object Model.
What remains now is to process the SOAP::SOM object received
from $soap->call.
We use the valueof method on $som to extract data, using ex-
pressions similar to those used with DOM (describing HTML
documents for manipulation using Javascript, etc.).
Notes.
The beginning and end of the XML response are
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
<SOAP-ENV:Body>
<RetrieveContactKeysListResponse message="Success" query="" returnCode="0" schemaRevisionDate="2011-12-04" schemaRevisionLevel="1" status="SUCCESS" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://schemas.hp.com/SM/7 http://bp4smdemo.hpsweducation.com:13080/SM/7/Contact.xsd">
<keys><ContactName type="String">AARON, JIM</ContactName></keys>
<keys><ContactName type="String">ACRE CORNER, ROB</ContactName></keys>
...
<keys><ContactName type="String">ZAHN, HAROLD</ContactName></keys>
</RetrieveContactKeysListResponse>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Page 41 of 108
3.4. SOAP::SOM GETTING STUFF BACK OUT
Output
g.pl
30 my $detail = $som->faultdetail;
31 my $out = "Fault\n";
32 $out .= "\tCode\t$code\n" if ($code);
33 $out .= "\tActor\t$actor\n" if ($actor);
34 $out .= "\tString\t$string\n" if ($string);
35 $out .= "\tDetail\t$detail\n" if ($detail);
36 die $out;
37 }
38
39 foreach my $k
40 ($som->valueof(//RetrieveContactKeysListResponse/keys/ContactName)) {
41 print "$k\n";
42 }
Notes.
We changed line 39 to a loop over the appropriate elements of the SOM, and the
result begins with
AARON, JIM
ACRE CORNER, ROB
ADAMS, IRENE
ADMIN HARVEY
ADMIN, CONFIG
You may notice some blank lines in the output. These are due to some ContactName
values containing multiple lines.
Page 42 of 108
CHAPTER 3. SOAP IN PERL
soapdata outer
h.pl
39 soapdata($som, //RetrieveContactKeysListResponse/keys, 1);
40
41 sub soapdata {
42 my ($som, $root, $num) = @_;
43 my $ref = $som->valueof($root);
44 my @keys = sort(keys(%$ref));
45 foreach my $k (@keys) {
46 my $count = 0;
47 foreach my $v ($som->valueof("$root/$k")) {
68 }
69 }
70 }
Notes.
Now weve replaced lines 3941 with a more general routine which knows how to
show the internal structure of a SOM node. This may not make much dierence
to a key listing, but it will help when we retrieve individual records with a larger
number of elds.
On line 42, the rst parameter gives the SOM to extract data from, the second
parameter indicates which part of the SOM to show, while the third parameter
indicates whether the elements are believed to be part of an array. In this case
numbers are added.
The soapdata function is not specic to this script, so it could be separated into
a separate le, and included using use. Well do this shortly.
Page 43 of 108
3.4. SOAP::SOM GETTING STUFF BACK OUT
soapdata inner 1
h.pl
47 foreach my $v ($som->valueof("$root/$k")) {
48 my $kk = $k;
49 $count += 1;
50 if (! defined $v) {
51 $kk .= "[$count]" if ($num);
52 print "$kk: (undefined)\n";
53 } elsif (ref($v) eq HASH) {
54 soapdata($som, "$root/$k", 1);
55 } elsif ($v eq ) {
56 $kk .= "[$count]" if ($num);
57 print "$kk: (empty)\n";
58 } else {
67 }
68 }
Notes.
Line 47 allows the possibility of repetition.
Lines 5152 handle the case where there is no data.
Line 54 handles the case where there is nested structure.
Lines 5657 handle the case where there is data, but its an empty string.
Page 44 of 108
CHAPTER 3. SOAP IN PERL
soapdata inner 2
h.pl
58 } else {
59 $kk .= "[$count]" if ($num);
60 my @ls = split(/\n/, $v);
61 my $lcount = 0;
62 foreach my $l (@ls) {
63 $lcount += 1;
64 $kk .= "($lcount)" if ($#ls > 0);
65 print "$kk: $l\n";
66 }
67 }
Notes.
Lines 5966 handle the case where the data is a string, including the possibility
of it spanning multiple lines.
Page 45 of 108
3.4. SOAP::SOM GETTING STUFF BACK OUT
HPSMSOAP module
A useful step here is to make soapdata a separate module.
HPSMSOAP.pm
1 #!/usr/bin/perl
2
3 use SOAP::Lite;
4
5 package HPSMSOAP;
6 require Exporter;
7 @ISA = qw(Exporter);
8 @EXPORT = qw(soapdata);
9
10 sub soapdata {
39 }
40
41 1;
Notes.
We put the function into a separate le, called HPSMSOAP.pm, with a small amount
of decoration.
The extra lines around the soapdata function make the containing le a module.
The lename must have the .pm sux. It may be easiest to keep this le within
the same directory as the scripts which use it.
The 1; line at the end is a quirk of needing le inclusions to return with success.
Page 46 of 108
CHAPTER 3. SOAP IN PERL
Using the module
i.pl To use the new module, we add line 8 to our script and
remove the body of the soapdata function from the end of it.
6 use SOAP::Lite +trace => debug;
7 use MIME::Base64;
8 use HPSMSOAP;
Notes.
Page 47 of 108
3.5. SOAP::DATA CALLING PARAMETERS
3.5 SOAP::Data calling parameters
Calling parameters
With the RetrieveContactKeysList script weve written so
far, we havent needed to pass any parameters to the script.
Once we have the name of a Contact, we may wish to write
a script which shows more information about a particular
contact, say RetrieveContact, in which case we need to get
the name into the script somehow, and pass it in the SOAP
request.
One approach is to have the script read the argument, while
another is to pass it on the command line. The second ap-
proach is more usual in scripting on Unix and Linux systems
because it enables multiple arguments to be used even if some
take more than one line.
Notes.
Reading multiple arguments from the terminal or standard input would make it
dicult to handle a mixture of multiple arguments and multiple line arguments,
while the POSIX shell is happy to allow quoted strings to cover multiple lines.
Page 48 of 108
CHAPTER 3. SOAP IN PERL
SOAP::Data
Now lets look at the SOAP::Data lines in the script.
21 my $keys = SOAP::Data->name(keys => )->type();
22 my $instance = SOAP::Data->name(instance => )->type();
23 my $model = SOAP::Data->name(model =>
24 \SOAP::Data->value($keys, $instance));
Notes.
SOAP::Data->name takes arguments like (thing => one) which produces <thing>one</thing>.
SOAP::Lite attempts to deduce the type of the value (e.g., one looks like a string)
and will typically add an attribute to the opening <thing> tag to indicate this. This
often produces unwanted or even incorrect verbiage, hence the use of ->type()
to remove the attribute.
If the tag value is to be empty, we can use SOAP::Data->name(thing => )->type()
which produces <thing/>, which is equivalent to <thing></thing>.
SOAP::Data->value provides a way to specify nesting of tags, taking a number of
arguments for the contained content. Specifying this type of value as the right
hand part of a SOAP::Data->name invocation requires creating a reference, hence
the \.
Page 49 of 108
3.6. EXERCISE
3.6 Exercise
Exercise
Exercise: Retrieving contacts from HP Service Manager
Notes.
Ensure that your copy of RetrieveContactKeysList.pl works. (On systems other
than Windows, you may be able to omit the .pl extension.)
Copy RetrieveContactKeysList.pl to RetrieveContact.pl (Omit .pl if both de-
sired and possible).
Edit in the necessary changes
Remove KeysList whereever it occurs.
The rst command line argument is the rst element of @ARGV, namely
$ARGV[0].
The <instance/> eld in the request needs to become <instance><ContactName>Whatever</ContactName></instance>.
The part of the response to print is within //RetrieveContactResponse/model/instance.
When you think its ready, try with a contact who exists (say, XINTIAN), and
one who doesnt (say, FRED).
If your argument contains spaces or special characters, youll need to quote it. On
Windows, youll need to use double quote ". On POSIX you can choose between
and ".
You should nd RetrieveContact.pl works identically whether you put the
<ContactName> inside <instance> or inside <keys>.
If you try to put a reference to the same SOAP::Data into both, youll have a
failure, but you could make two copies with the same string value, and itll
work.
Page 50 of 108
4
HP Service Manager Tickets
51
4.1. CONTACTS AND OPERATORS
4.1 Contacts and operators
Contacts and operators
A ticketing system such as HP Service Manager involves sev-
eral dierent kinds of people.
operator a person who operates the SM web interface to
record, modify, or otherwise act upon tickets, usually
on behalf of somebody else; this may include service
technicians and other professionals
contact a person who communicates with an operator, by
telephone or email, to address an issue on behalf of
themselves or someone else
self-service a person (other than an operator) who uses SM,
perhaps with restricted access, to record tickets on their
own behalf
In addition computer programs may create tickets reecting
issues which need to be addressed, such as outages, or modify
tickets when other situations occur, such as timeouts.
Notes.
Other people involved with SM include supervisors and those whose work is less
directly driven by SM tickets than level 1 operators.
A person may be both an operator and a contact.
Page 52 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
HP Service Manager ticket types
interaction When a client communicates with an operator,
the operator normally creates an interaction ticket to
record this event.
incident When an interaction is complex enough not to be
fully dealt with during the call, the interaction is esca-
lated, and an incident ticket is created from the interac-
tion.
change Sometimes the issue causing communication via SM
is that a software or hardware requires (re)installation
or upgrading. A change ticket is created to track this.
This ticket type includes elds for build, testing, and
deployment.
Notes.
interaction An interaction ticket is always given a category, namely incident, or a
request for administration, information, or change.
Some interaction tickets are closed almost immediately after opening, during
the initial conversation, as the operator satises the contact.
An ongoing issue is typically escalated to an incident, which is a separate
kind of ticket related to the interaction.
incident The incident is an issue which remains current until explicit steps are
taken to close or abandon it. The incident may have related interactions,
incidents, or other ticket types..
change A change ticket is not identical to the request for change category for
interaction tickets. An interaction in that category will escalate to a change
ticket.
Page 53 of 108
4.1. CONTACTS AND OPERATORS
Interaction tickets
When a contact calls an operator, an interaction ticket is cre-
ated. The interaction ticket must be categorized as one of
incident something has gone wrong and needs to be xed
request for one of
administration grant access or password reset
change emergency, normal, or standard
information complaint, how to, status, etc.
Notes.
Some amount of diagnosis and classication can be undertaken by the operator
during the call, while further processing by operators or analysts may be necessary
to progress the ticket further.
Page 54 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
4.2 Interaction tickets and their lifecycle
Interaction tickets
create When a client talks with an operator, the operator
creates in interaction ticket to record the issue.
escalate If the issue cannot be fully dealt with during the call,
and is not a request with its own category, the operator
will escalate the issue, which creates a related incident
ticket.
close When the client is fully satised the issue has been
handled, the operator will close the issue.
Notes.
If the interaction is marked for email callback, closing other ticket types may close
related interaction tickets, as the email notication is automated.
If the interaction is marked for telephone callback, the operator is expected to call
the contact back before closing the interaction.
Page 55 of 108
4.2. INTERACTION TICKETS AND THEIR LIFECYCLE
Interaction: Incident
Notes.
This screenshot was taken after an incident-category interaction was created and
escalated. Both the interaction and the related incident were saved.
Note the red stars indicating compulsory elds.
Page 56 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
Scroll down
Notes.
Scrolling down the previous web page shows a link to the related incident.
Page 57 of 108
4.2. INTERACTION TICKETS AND THEIR LIFECYCLE
Interaction: Request for Administration
Notes.
This screenshot was taken after a request for administration interaction was cre-
ated.
Page 58 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
Interaction: Request for Information
Notes.
This screenshot was taken after a request for information interaction was created.
Page 59 of 108
4.2. INTERACTION TICKETS AND THEIR LIFECYCLE
Interaction: Request for Change
Notes.
This screenshot was taken after a request for change interaction was created and
escalated. Both the interaction and the related change were saved.
Page 60 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
Scroll down
Notes.
Scrolling down the previous web page shows a link to the related change.
Page 61 of 108
4.3. INCIDENT TICKETS AND THEIR LIFECYCLE
4.3 Incident tickets and their lifecycle
Incident tickets
categorize and prioritize The operator will attempt to de-
scribe the incident, and determine urgency and impact.
analyse and diagnose The operator attempts to nd a cause
and/or documented workaround.
relate The operator will attempt to nd related incidents, and
mark them as such in Service Manager.
reassign If the incident is beyond the operators skill, the
ticket may be reassigned to more experienced sta.
raise a change ticket If a software or hardware change is re-
quired, the operator may raise a change ticket.
resolve If the issue has been resolved to the operators un-
derstanding, it may be marked as resolved.
close When the contact is also satised with the resolution of
the incident, it may be closed.
abandon If the contact loses interest in the incident, and no-
body else believes it to be an issue, the incident may be
marked as abandoned.
Notes.
Page 62 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
Incident
Notes.
This ticket was created by escalating an interaction ticket.
It is possible to create an incident ticket directly, rather than from escalation of
an interaction.
Page 63 of 108
4.4. CHANGE TICKETS AND THEIR LIFECYCLE
4.4 Change tickets and their lifecycle
Change tickets
log An operator creates the ticket. Fields may be copied from
a request for change interaction.
assess and evaluate Assess what needs to be done, and what
it will take.
analyse risk and impact Analyse what services will be af-
fected by the change, and the relative risk of doing or
not doing the change.
approve Includes assigning resources to do the work.
build and test Assigned resources build and test as required.
schedule Schedule deployment, including notications.
implement Deploy the hardware and/or software.
review Post-Implementation Review.
Notes.
Page 64 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
Change
Notes.
This ticket was created by escalating an interaction ticket.
It is possible to create an change ticket directly, rather than from escalation of an
interaction.
Page 65 of 108
4.4. CHANGE TICKETS AND THEIR LIFECYCLE
Scroll down
Notes.
Scrolling down shows the related interaction.
Page 66 of 108
CHAPTER 4. HP SERVICE MANAGER TICKETS
4.5 Exercise
Exercise
Exercise: Using the HP Service Manager web interface to
see tickets
Notes.
Log in to http://bp4smdemo.hpsweducation.com/bp4sm93/.
Visit each of
Service Desk > Interaction Queue
Incident Management > Incident Queue
Change Management > Changes > Change Queue
Page 67 of 108
5
Creating Tickets
68
CHAPTER 5. CREATING TICKETS
5.1 Common elds
Creation
Creating tickets requires modifying existing information or
adding new information.
As this is more destructive than merely fetching existing in-
formation, your script should check additional sources of in-
formation about things which might not be quite right.
We suggest including
soapfault($som);
soapstatus($som);
soapdata($som, //XResponse/messages, 1);
near the end of your script, just before you show the result.
You will need to replace X with the appropriate request type.
Notes.
The soapfault and soapstatus routines are included in the provided HPSMSOAP.pm
package.
If there was a SOAP error preventing execution of your request, soapfault will
indicate what the fault was, and stop the script. Errors tend to be because of
missing or erroneous parts in the request XML.
If there was no SOAP error, in that there was a response received from the server,
soapstatus will indicate a summary of the status of your request. A status other
than success can still result in ticket creation, in which case some elds will have
default or empty values.
The soapdata invocation with /messages will show any messages sent by the
server to indicate why status might not be an unambiguous Success. For ticket
creation, these messages should indicate what elds are missing or fail validation.
Page 69 of 108
5.1. COMMON FIELDS
Common elds
Most tickets require the following elds to be given valid
values
Contact Who wants this done, and/or to be informed about
it
Title One line summary of the ticket
Description Multi-line description of the problem, issue, etc.
AectedService What software service is at issue
AectedCI What hardware is at issue
Impact Number 14 expands to one of 1 Enterprise, 2
Site/Dept, 3 Multiple Users, 4 User
Urgency Number 14 expands to one of 1 Critical, 2 High, 3
Average, 4 Low
Notes.
Our sample program checks for certain elds to ensure they are specied.
Only one of AffectedService and AffectedCI is required.
The Contact, AffectedService or AffectedCI, Impact, Urgency, and several other
elds must match values already known to Service Manager.
For the Change ticket, you need to use InitiatedBy and bp.primary.contact
instead of Contact.
Page 70 of 108
CHAPTER 5. CREATING TICKETS
5.2 Create skeleton
Create skeleton 1
m.pl
1 #!/usr/bin/perl
2
3 use strict;
4 use warnings;
5
6 BEGIN {
7 if ($0 =~ m|^(.*)/[^/]+$|) {
8 push(@INC, $1);
9 }
10 }
11
12 use SOAP::Lite +trace => debug;
13 use MIME::Base64;
14 use HPSMSOAP;
15
Notes.
Line 1 should work for any Unix-like OS including Linux and BSD. For Windows,
the extension .pl should be enough.
Lines 610 set the include path for Perl modules to include the directory con-
taining the script youre running so that HPSMSOAP.pm can be found it if is in the
same directory. If you install HPSMSOAP.pm in one of the directories already on
your Perl include path, these lines can be omitted.
Line 12 enables tracing of SOAP messages. Once youre satised your scripts
work, you could remove the +trace => debug if you like.
Page 71 of 108
5.2. CREATE SKELETON
Create skeleton 2
m.pl
15
16 my $site = http://bp4smdemo.hpsweducation.com:13080/SM/7;
17 my $user = falcon;
18 my $password = orange perfection;
19 my $auth = encode_base64("$user:$password", );
20
21 my %argument = ();
22 foreach my $a (@ARGV) {
23 if ($a =~ s/^([^=]+)=//) {
24 $argument{$1} = $a;
25 } else {
26 die "invalid argument [$a]\n";
27 }
28 }
29 my @required = qw(Contact Title Description Impact Urgency);
Notes.
Line 16 needs to be corrected to refer to your actual Service Manager URL.
Lines 1718 need to be adjusted for the user you want your scripts to raise tickets
as.
Lines 2128 check command line arguments are of the form Name=Value, and puts
them into a the dictionary %argument. The value needs to be quoted or escaped if
it includes anything which your shell might misinterpret, such as space, newline,
or special characters.
On Windows, you may have to (double) quote the entire command line argument
including the Name= part.
Page 72 of 108
CHAPTER 5. CREATING TICKETS
Create skeleton 3
m.pl
29 my @required = qw(Contact Title Description Impact Urgency);
30 my @missing = ();
31 my $misscount = 0;
32 foreach my $r (@required) {
33 if (! exists $argument{$r}) {
34 $misscount += 1;
35 push(@missing, $r);
36 }
37 }
38 die "$misscount required args missing:\n\t" . join( , sort(@missing)) . "\n"
39 if ($misscount);
40
Notes.
Lines 2939 check whether the required arguments (as listed on line 29) are
present in %argument, and prints and error message if any are missing.
You probably want to add elds to 29 as appropriate for your request type as
you discover them.
Page 73 of 108
5.2. CREATE SKELETON
Create skeleton 4
m.pl
40
41 my @xargs = ();
42 foreach my $k (keys %argument) {
43 push(@xargs, SOAP::Data->name($k => $argument{$k}));
44 }
45 my $x = SOAP::Data->value(@xargs);
46
47 my $soap = SOAP::Lite->new(
48 proxy => "$site/ws",
49 service => "$site/XX.wsdl",
50 default_ns => $site);
51 $soap->transport->http_request->header(Authorization => "Basic $auth");
52 $soap->on_action(sub { "Create"; } );
53
Notes.
Lines 4145 encode the command line arguments into SOAP data for use on line
55 below.
Lines 4752 create the SOAP::Lite object to be used for your request.
You will have to modify the XX on line 49 to refer to the correct .wsdl le for
your request type.
Page 74 of 108
CHAPTER 5. CREATING TICKETS
Create skeleton 5
m.pl
53
54 my $keys = SOAP::Data->name(keys => )->type();
55 my $instance = SOAP::Data->name(instance => \$x)->type();
56 my $model = SOAP::Data->name(model => \SOAP::Data->value($keys, $instance));
57 my $som = $soap->call(CreateX, $model);
58
59 soapfault($som);
60 soapstatus($som);
61 soapdata($som, //CreateXResponse/messages, 1);
62 soapdata($som, //CreateXResponse/model, 0);
Notes.
Lines 5457 collect the arguments required for the call, and invokes the SOAP
service.
Line 55 uses the SOAP data encoded on lines 4145 above.
Line 59 indicates whether there was a fault in the SOAP syntax, or any failure to
contact the SOAP server, and terminates the script of there was no useful SOAP
response.
Line 60 shows the SOAP status of the request.
Line 61 shows any warnings or informational messages associated with the SOAP
status. This may include notication of missing or invalid elds not caught above
in lines 2939.
Line 62 shows the return data from your request.
Youll need to modify X for your request type on lines 57 and 6162.
Page 75 of 108
5.3. WHAT AN INTERACTION TICKET NEEDS
5.3 What an interaction ticket needs
Interaction ticket
Category must be one of
incident
request for change
request for administration
request for information
Area Acceptable values (and whether required) depend on
Category
Subarea Acceptable values (and whether required) depend
on Category
Notes.
Remember that incident and request for change categories both result in sep-
arate ticket types upon escalation, and that the resulting incident and change
tickets can actually be created separately without requiring an interaction ticket
to start from. Your work processes will probably specify whether to create the
interaction ticket or not.
Page 76 of 108
CHAPTER 5. CREATING TICKETS
5.4 What an incident ticket needs
Incident ticket
In addition to the common elds mentioned previously, an
incident ticket requires
AssignmentGroup Who will handle the incident.
Notes.
Additional elds are available for categorizing and classifying the incident further,
but a ticket can be created without them, or they could be added later with an
Update request if you wish.
Page 77 of 108
5.5. WHAT A CHANGE TICKET NEEDS
5.5 What a change ticket needs
Change ticket
In addition to the common elds mentioned previously, a
change ticket requires
Category Permitted values depend on whether BP4SM is in
use, and/or what customization has been done.
Reason Why is the change needed (menu)?
bp.eect.not.implementation What is the eect if the change
is not implemented?
InitiatedBy Who started this change?
bp.primary.contact Who is responsible to see this change
through?
AssignmentGroup Who will handle the incident?
RequestedEndDate When should the change be done by?
bp.status Similar to Status.
Notes.
The possible values of Category are dened in the category table. The area and
subarea tables dene permissible subcategories and areas.
For users of HP Service Manager without BP4SM, the standard categories of
change include Hardware, Software, Maintenance and several others. Most sites
customize these.
For users of BP4SM, Category must be one of Emergency RFC, Normal RFC and
Standard RFC unless further site customisation has been done.
Page 78 of 108
CHAPTER 5. CREATING TICKETS
5.6 What ticket should I use?
What ticket should I use?
As described previously, each ticket type has a distinct usage.
We have discussed
Change
Incident
Interaction
We have not discussed
Conguration Management
Knowledge Management
Problem Management
Release Management
Request Management
Service Catalog(ue)
Notes.
Page 79 of 108
5.6. WHAT TICKET SHOULD I USE?
Change ticket
If youre recording a need for something to be changed,
hardware or software, a Change ticket may be appropriate.
As these require specic justication, they are probably best
raised using the browser interface.
Some changes may be routine enough to justify scripting.
Notes.
Page 80 of 108
CHAPTER 5. CREATING TICKETS
Incident ticket
If youre recording an issue, other than a change, which re-
quires future or ongoing attention, and which is well under-
stood, an Incident ticket is reasonable. These may be routine
enough to script.
For scripting, we may usually expect the ticket raised to be
an Incident which can be auto-recognized by monitoring soft-
ware. In this case, it may even be possible for the monitoring
software to close some of the tickets it has raised.
Notes.
Page 81 of 108
5.6. WHAT TICKET SHOULD I USE?
Interaction ticket
If youre recording an interaction between a contact and an
operator, which is complete during the conversation, or which
is a request for administration or information, an Interaction
ticket is reasonable. Given the presence of an operator in the
conversation, the browser interface is often appropriate.
Scripting these may be useful if youre attempting to tie mul-
tiple Interactions into a single Incident.
We have not discussed how to script such relationships.
Notes.
Page 82 of 108
CHAPTER 5. CREATING TICKETS
5.7 Exercise
Exercise
Exercise: Creating an incident ticket
Notes.
Create an incident ticket using the browser interface.
Now attempt to create a script to do the same, referring back to your browser
ticket as needed to ll in values.
You may nd a Retrieve script useful to determine the eld names used by the
SOAP interface.
Page 83 of 108
6
Other Tickets and Tools
84
CHAPTER 6. OTHER TICKETS AND TOOLS
6.1 Service Catalogue
Service Catalogue
This provides access to information and things congured
to be available for the user to order or request. Depend-
ing on customization, this may include things like telephone
line provisioning, laptop purchase, or allocation of some re-
sources.
Knowledge Management is included, as knowledge docu-
ments grow over time.
Notes.
Actually, HP Service Manager spells it Service Catalog.
Page 85 of 108
6.2. CONFIGURATION ITEMS
6.2 Conguration Items
Conguration Items
Many dierent types of Conguration Items are available to
classify or group people, physical items, and abstract things
in ways which help document relationships relevant to the
ticket types used within HP Service Manager, and to inven-
tory individuals within each classication.
Company, Computer, Contact, Department, Device, Dis-
playDevice, Furnishing, HandHeldDevice, Installed-
Software, Location, MainFrame, Model, NetworkDe-
vice, OceElectronic, SoftwareLicense, StorageDevice,
TelecommunicationDevice, Vendor
Note that many of these are specializations of others listed.
Notes.
Each of these types can be fetched using the RetrieveKeysList methods youve
already used, and then fetched individually using the Retrieve methods youve
also used. Your Create experience is also useful, but youll need to be aware of
the way things are grouped and classied to make it work for you.
Page 86 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
6.3 Creating a new web service interface
Creating a new web service interface
Up to now, this course has been about writing SOAP client
programs.
Well briey discuss now providing SOAP service.
1. First preference is to use the ITIL-based features already
provided by Service Manager Web Services.
2. Second preference is to modify an existing extaccess
record to expose access to additional elds of database
records already in use for SM Web Services.
3. Third preference is do something new.
Notes.
You might want to consult the HP Service Manager Web Services Guide (SM9.30_Web_Services.pdf)
from http://support.openview.hp.com/selfsolve/manuals/
Page 87 of 108
6.3. CREATING A NEW WEB SERVICE INTERFACE
ITIL-based processes
Service Desk
Incident Management
Problem Management
Knowledge Management
Conguration Management
Change Management
Service Catalogue
Service Level Management
Notes.
These processes are available out-of-the-box.
Page 88 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
extaccess
Tailoring > Web Services > WSDL Configuration shows ex-
ternally exposed tables and elds.
Tailoring > Database Dictionary shows tables and elds.
Knowing what is connected to what can take some time to
learn, and some ferreting around to discover.
The dierence between them may show that the data youre
after is present in the SM database, but not yet accessible.
You may modify or add extaccess record information to
expose additional elds or tables.
Notes.
The extaccess tool uses the same le values as the Document Engine.
Browsing WSDL Configuration will help you determine which tables provide in-
formation for each .wsdl. From there, browsing Database Dictionary will help
you determine what elds are used, and perhaps what the table is actually used
for.
If you want Service Manager to use an externally provided service, you will need
to run WSDL2JS.
Page 89 of 108
6.4. CREATING A MAILER INTERFACE
6.4 Creating a mailer interface
eventout
Notications send messages to the eventout table
These can be logs, email, page or many others.
Other programs retrieve and delete from this table
Notes.
A quick way of identifying all possible out events available in your system is to
create a new notication and look at the Notify Method pull down.
Typically it will contain:
connect
email
fax
log
mail
msg
noticenter
noticenterappr
page
print
tso
Many of these are absolete, or almost never used for example, far fewer sites
are using mail (HP ServiceManager internal email) for notications compared
to email. tso is even rarer as it is many, many years since HP ServiceManager
ran on a mainframe.
An out-of-the-box BP4SM or ServiceManager server will only have notications
that trigger email, msg and mail.
Page 90 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
eventout
Notications send messages to the eventout table
These can be logs, email, page or many others.
Other programs retrieve and delete from this table.
Usually done by Connect-IT
Notes.
msg notications appear at the top of the screen in the users session if they are
logged in, and not at all if they are not. ServiceManager handles mail internally,
and version 9.3 introduced an SMTP sender. But other than these, ServiceMan-
ager has no built-in support for procesing out events.
Connect-IT (also known as CIT) is the tool used by most customers for this
job. Its strength is in handling web services; it can send emails and write log
messages. Complicated processing is dicult since any programming has to be
done in BASIC.
Connect-IT can connect on proprietary, unpublished APIs which give it access to
all tables regardless of whether they are exposed via WSDL.
Page 91 of 108
6.4. CREATING A MAILER INTERFACE
extaccess actions for eventout
Notes.
There is no WSDL denition for the eventout table, so one needs to be created.
There is no need to create an add or save action as event out records are only
viewed and deleted.
Page 92 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
extaccess elds for eventout
Notes.
There is no established standard or convention for eventout web services, nor is
there likely ever to be one. There is no reason to hide any elds from view either,
so in this example we have mapped every eld.
More importantly, it is hard to imagine any upgrade which would aect this
extaccess record, so even sites with concerns about stepping away from an out-
of-the-box solution need not be too worried.
Notice that the automatically-created sysmodcount, sysmodtime and sysmoduser
can also be made available via web services.
Of course, for the eventout table, every record will have a sysmodcount of 1 since
after creation they only ever get deleted!
Page 93 of 108
6.4. CREATING A MAILER INTERFACE
eventout WSDL
Notes.
The resulting WSDL is available as soon as the denition is saved.
And of course, with Perl, there is no compilation of WSDL to code required, so
you are good to write your application immediately!
Note that the evsysseq eld (which is a key on the eventout table is automatically
used as an index for queries.
Page 94 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
But what do these elds mean...?
Find a format which contains these elds (e.g. with
Database Manager
Try the context help (F1)
Try the help generally
Try the HP ART and EUT content
Reverse engineer
Guess
Notes.
Sometimes elds are obvious. Many times, the most obscure elds were used
once many versions ago and are only maintained for backward compatibility.
Sadly, guessing is often the only option. Looking at established solutions in
Connect-IT are often inadequate as it will usually use non-published APIs.
Page 95 of 108
6.4. CREATING A MAILER INTERFACE
Some eventout answers
evsysseq Sequence number. Primary key
evtype Email, mail, page, etc.
evsyssep Separator character for the information eld
evelds Details of message to send; ve elds: email, opera-
tor, name, subject, body.
Notes.
For example, if evsyssep is the ^ character, evfields might be:
[email protected] HP Service
Manager password has been updated by falcon. It was changed on
07/20/12 04:44:00.Your HP Service Manager password has been updated
by falcon. It was changed on 07/20/12 04:44:00.
Page 96 of 108
CHAPTER 6. OTHER TICKETS AND TOOLS
Exercise
Exercise: fetching and deleting event out records
Notes.
Use the content in the last few pages to:
Create a WSDL denition for the eventout table
Write a Perl program to:
1. Fetch a list of eventout sequence numbers
2. Retrieve the event out record associated with that sequence number
3. If it is an email, split the evfields value using the evsyssep character.
Delete the eventout record.
For a bonus, use Net::SMTP or equivalent to send the email that you have split.
Add some fancy HTML as well.
For an extra bonus, update the Notications in Service Manager to send a page.
Modify your program to turn these page records into an SMS. Ask your in-
structor for an SMS gateway you can use.
Page 97 of 108
7
Techniques
98
CHAPTER 7. TECHNIQUES
7.1 Performance
Performance
Always constrain your search on the following tables:
probsummary Bad you will have many incidents.
problem If paging is turned on, very, very bad you will
have much incident history. (If paging is o, you will
get nothing)
device You will have many computers
contact You will have many contacts
incidents Unless you dont use the Service Desk module
activity
Notes.
Unconstrained searches on these tables are costly and very slow.
Depending on the size of the organisation, the operator table may be very large
as well particularly if the classic Employee Self-Service interface has been de-
ployed.
Page 99 of 108
7.1. PERFORMANCE
Searching prexes and tricks
SOAP-initiated searches use the same code path as user-
initiated searches.
Exact match (not prex only)
> Search for a numeric eld greater than supplied model
value.
* Anywhere in the eld
Notes.
Page 100 of 108
CHAPTER 7. TECHNIQUES
Being gentle with big tables
sysmodtime is your friend. Search for changes since your
last call.
Search for newer incidents e.g. >IM123425
Create a trigger or format control to log changes to an-
other table
Query the activity table for BP4SM audit information.
Notes.
The mobility client access the activity table look at MobilityIncidentJournal1.
Page 101 of 108
7.2. TABLES
7.2 Tables
A brief list of common tables
See notes for standard out-of-the-box tables.
Notes.
A few unimportant tables have been left o for brevity. The most important are
in bold.
Object Name Table Name Description
ActiveSLA slaactive Current active service level
agreements
Approval Approval Pending approvals (e.g. for
normal changes)
ApprovalLog ApprovalLog History of approvals given
Cart svcCart Service Catalogue carts. Used
by the Flash-based self-service
portal
CartItem svcCartItem Service Catalogue carts items.
Used by the Flash-based self-
service portal
CatalogByLanguage svcCatLanguage Languages supported by the
service catalogue
CatalogDetail svcCatDetail Catalogue contents. Used
by the Flash-based self-service
portal
CatalogItem joinsvcDisplay Catalogue contents. Used
by the Flash-based self-service
portal
Change cm3r All changes on the system.
ChangeIIA cm3r All changes, alternate API.
ChangeOperatorInformation cm3roperatorinfo Information about operator
proles for change
ChangeRC cm3r Change API as used by release
control
ChangeTask cm3t All change tasks.
ChangeTaskOperatorInformation cm3roperatorinfo Information about operator
proles to change tasks
ChangeTaskRC cm3t Change API as used by release
control
Company company Access to the company table.
Especially important for or-
ganisations running in multi-
company mode.
Page 102 of 108
CHAPTER 7. TECHNIQUES
Object Name Table Name Description
Contact contacts Access to the contents table.
Used in almost all organisa-
tions to populate from HR
databases.
Currency currency The service catalogue and re-
quest modules (not the service
requre module) can operate in
multiple currencies.
CurrencyConvert curconvert The service catalogue and re-
quest modules (not the service
requre module) can operate in
multiple currencies. This pro-
vides an API for updating ex-
change rates.
Delegation ApprovalDelegation Who has delegated their ap-
provals, to whom, and for how
long.
Department dept The departmental table. Very
important for identifying who
is subscribed to what service.
Device device All conguration items, in-
cluding business services.
DisplayDevice joindisplaydevice Information about desktop
monitors.
GlobalLists globallists You can modify global lists ex-
ternally!
Inbox inbox The to-do list that operators
see on login.
Incident probsummary Incident table
IncidentwithoutJournalUpdates probsummary Access to create and update in-
cidents without having to sup-
ply a journal update.
InstalledSoftware pcsoftware Installed software.
Interaction incidents Service Desk tickets, including
service requests.
InteractionApprovalCount svcInteractionApprovalCount Service Catalogue Items can
have approvals.
InteractionInbox svcInteractionInbox Service Catalogue items can
have approvals.
InteractionInfo incidents Alternate incidents API.
KMAttachments kmattachments Knowledge management at-
tachments.
Knowledge kmdocument Knowledge management doc-
uments
KnowledgebaseErrors kmknowledgebaseerrors Knowledge management doc-
uments derived from known
errors.
Page 103 of 108
7.2. TABLES
Object Name Table Name Description
KnowledgebaseUpdates kmknowledgebaseupdates Documents which have been
submitted for indexing but
have not yet been processed.
Location location Contact locations
MainFrame joinmainframe Database of mainframes in the
organisation
Model model The models of computer, fur-
nishings, etc. in the system.
Operator operator All operators
Operator700 operator Backward-compatibility inter-
face
Operators svcCatOperatorList Used by Flash-based self ser-
vice catalogue.
Problem rootcause Access to the problems table
Relationship cirelationship Access to the relationships
between Conguration Items
(e.g. this CI runs on this other
CI).
SLA sla All service level agreements
SLAResponse slaresponse SLA response success levels
SRCGlobalLists globallists Used by SRC.
SRCInteraction incidents Used by SRC.
Vendor vendor Companies that we buy from.
See also model
bpreleaseinfo bpreleaseinfo To be able to identify the cur-
rent BP4SM version. (BP4SM
only).
civisualizationcat civisualizationcat Visualiation information
ucmdbApplication joinapplication Interface for UCMDB
ucmdbBusinessServicejoinbizservice Interface for UCMDB
ucmdbComputer joincomputer Interface for UCMDB
ucmdbNetwork joinnetworkcomponents Interface for UCMDB
ucmdbPrinter joinoceelectronics Interface for UCMDB
Page 104 of 108
CHAPTER 7. TECHNIQUES
The mobility client
Even if the mobility client is not licensed, these APIs are
available and are unlikely to change in any future version.
Most of the elds are self-explanatory.
Notes.
Object Name Table Name
MobilityApproval1 Approval
MobilityChange1 cm3r
MobilityChangeByFields1 getrecordeldsbykey
MobilityChangeGroups1 cm3groups
MobilityChangeJournal1 activitycm3r
MobilityChangeJournalType1 activitytype
MobilityChangeOperatorInformation1 cm3roperatorinfo
MobilityChangeTask1 cm3t
MobilityChangeTaskCategory1 cm3tcategory
MobilityChangeTaskOperatorInformation1 cm3roperatorinfo
MobilityChangesAwaitingApproval1 mobilitychmwtap
MobilityChangesAwaitingApprovalCount1 mobilitycountone
MobilityChangesAwaitingApprovalQuery1 mobilityquery
MobilityChangesInAssignmentGroups1 changesinassignmentgroup
MobilityChangesInAssignmentGroupsCount1 mobilitycounttwo
MobilityChangesInAssignmentGroupsQuery1 mobilityquery
MobilityContact1 contacts
MobilityGlobalList1 wsdlgloballist
MobilityIncident1 probsummary
MobilityIncidentAssignmentGroups1 assignment
MobilityIncidentByFields1 getrecordeldsbykey
MobilityIncidentClosureCode1 probcause
MobilityIncidentJournal1 activity
MobilityIncidentJournalType1 activitytype
MobilityIncidentOperatorInformation1 incidentoperatorinfo
MobilityIncidentsAssignedToMeCount1 mobilitycounttwo
MobilityIncidentsInAssignmentGroups1 incidentsinassignmentgroups
MobilityIncidentsInAssignmentGroupsCount1 mobilitycounttwo
MobilityIncidentsInAssignmentGroupsQuery1 mobilityquery
MobilityLogin1 mobilityoperatorinfo
MobilityLogout1 mobilitylogout
MobilityMassChangeOperatorInformation1 mobilityrecopinfo
MobilityMassChangeTaskOperatorInformation1 mobilityrecopinfo
MobilityMassIncidentOperatorInformation1 mobilityrecopinfo
MobilityOperator1 operator
Page 105 of 108
Index
106
Index
authorization, 36, 37
base64, 30, 37
Blueprint for Service Manager, see BP4SM
BP4SM, 78
BPEL, 16
Business Process Execution Language,
see BPEL
change, 53, 61, 62, 64, 65, 67, 70, 76,
7880
CIT, 91
Connect-IT, 91
Content-Length, 10
default ns, 34
Document Object Model, see DOM
DOM, 41
Email from Service Manager, 90
eventout, 9094
evsysseq, 94
exercise, 28, 50, 67, 83, 97
extaccess, 27, 87, 89, 93
eXtensible Markup Language, see XML
HP Service Manager, see SM
HTML, 41
HTML POST action, see POST
HTTP, 4, 811, 37
HyperText Markup Language, see HTML
HyperText Transfer Protocol, see HTTP
incident, 13, 16, 22, 28, 53, 56, 62, 63,
67, 77, 79, 8183, 97
interaction, 5356, 5860, 6365, 67,
76, 79, 82
ITIL, 87, 88
Javascript, 41, 89
load balancer, 26
mainframe, 90
MIME::Base64, 30
module, 11, 15, 26, 3032, 34, 36, 37,
46, 47, 71
Net::SMTP, 97
notication, 90
Notify Method, 90
Perl, 11
Perl module, see module
Perl package, see module
Perl::Critic, 34
port, 26
Port 13080, 26
port 8080, 26
POST, 810, 34
pragma, 34
proxy, 34
Remote Procedure Call, see RPC
REpresentational State Transfer, see REST
REST, 26
RPC, 4, 5, 10, 35
service, 34
Service Manager, see SM
Simple Object Access Protocol, see SOAP
SM, 7, 10, 11, 14, 16, 26, 28, 33, 37, 50,
52, 53, 62, 67, 78, 8587, 89
SOAP, 4, 7, 916, 24, 26, 30
107
INDEX
SOAP Object Model, see SOM
SOAP::Data, 40, 4850
SOAP::Lite, 26, 30, 32, 34, 36, 40
SOAP::SOM, 41
SOAP::WSDL, 30
SOAPAction, 911, 24, 40
SOM, 41
strict, 34
sysmodcount, 93
sysmodtime, 93
sysmoduser, 93
tomcat, 26
tso, 90
warnings, 34
Web Services Denition Language, see
WSDL
Web Services Description Language, see
WSDL
web tier, 26
WSDL, 4, 1626, 28, 30, 34, 39, 40, 74,
89
XML, 4, 6, 7, 911, 16
XML namespace, see xmlns
xmlns, 12, 13, 15
Page 108 of 108