1. 1 © 2013 Cisco and/or its affiliates. All rights reserved. Tidal Enterprise Orchestrator Cisco Service Portal Adapter Training October, 2012

2. © 2013 Cisco and/or its affiliates. All rights reserved. 2 Intended Audience Cisco TAC (Primary) Cisco Services Engineers (Secondary) Some familiarity with Cisco Service Portal is assumed Agenda Adapter configuration / pre-requisites Target configuration New activities Troubleshooting Demo

3. 3 © 2013 Cisco and/or its affiliates. All rights reserved.

4. 4 No explicit prerequisites PO ships some dlls to communicate with Cisco Service Portal Different APIs for Authentication, Requisition, and Task / Service Item Cisco Service Portal targets should be 9.4 with hotfixes applied to at least patch v3b level

5. © 2013 Cisco and/or its affiliates. All rights reserved. 5 Cisco Service Portal activities are designed to retry for 15 minutes to attempt to help simulate HA since CP does not support HA yet

6. 6 © 2013 Cisco and/or its affiliates. All rights reserved.

7. 7 We access Request Center / Service link If customer is using SSL, they will probably have to specify different ports

8. © 2013 Cisco and/or its affiliates. All rights reserved. 8

9. 9

10. 10 © 2013 Cisco and/or its affiliates. All rights reserved.

11. 11 Activities are intended to support CIAC content Concepts Service Request – the request to perform some action, i.e. “Order a Virtual Machine” Service Item – the item that is created, i.e. the “Virtual Machine” Name is supposed to be unique id for service items Can have what CSP calls a “Subscriber” - aka Customer / Owner Users / Subscribers are created through Organization Designer in CSP Channel Id – a key that can be used to communicate with a service. This is used instead of authentication by most APIs called by TEO. It is assumed CIAC content has access to a channel id.

12. © 2013 Cisco and/or its affiliates. All rights reserved. 12 Service Item Activities Create Service Item Delete Service Item Update Service Item Service Item Table Activities Create Service Items from Table Update Service Items from Table Delete Service Items from Table Service Request Activities Submit Service Request Update Service Request

13. © 2013 Cisco and/or its affiliates. All rights reserved. 13 ActivityAuthentication Submit Service RequestUser name / password Update Service RequestChannel Id Create Service ItemChannel Id Delete Service ItemChannel Id Update Service ItemChannel Id Create Service Items from Table Channel Id Update Service Items from Table Channel Id Delete Service Items from Table Channel Id

14. © 2013 Cisco and/or its affiliates. All rights reserved. 14 TEO will handle Date / Time conversion String length / enum validation should be performed by CSP CSP TypeTEO Type String(32)String String(128)String String(512)String IntegerNumeric MoneyNumeric LongintegerNumeric DoublefloatNumeric DateTime

15. © 2013 Cisco and/or its affiliates. All rights reserved. 15 Subscriber can be identified by username or username + organizational unit Leaving these fields empty means leave subscriber alone If subscriber cannot be found the activity will fail

16. © 2013 Cisco and/or its affiliates. All rights reserved. 16 Since there is no High Availability for CSP, we want all of our activities to at least support retry in case the service / server briefly stopped or there was a brief network outage Default – Retry every 30 seconds for 15 minutes before failing

17. 17 © 2013 Cisco and/or its affiliates. All rights reserved.

18. 18 Service Item Designer / Create Service Item in CSP:

19. © 2013 Cisco and/or its affiliates. All rights reserved. 19 In 2.3.4 – users must know the internal property names defined in CSP since there was no CSP API available to retrieve the list of possible properties for a Service Item Required inputs -Channel Id -Service Item type -Service item name (must be unique in CSP) -At least one Attribute name / type / value specification (not technically required by CSP – but seems like you would need this)

20. © 2013 Cisco and/or its affiliates. All rights reserved. 20

21. © 2013 Cisco and/or its affiliates. All rights reserved. 21 Required inputs: Channel Id Service item type Service item name

22. © 2013 Cisco and/or its affiliates. All rights reserved. 22 Very similar to Create Service Item activity Required inputs Channel Id Service item type Service item name Optional inputs Subscriber information 1 or more Attribute name / type / values

23. 23 © 2013 Cisco and/or its affiliates. All rights reserved.

24. 24 9.4 Service Item API from CSP provides ability to create / delete / update multiple service items in a single transaction TEO can utilize this functionality with Service Item table activities No native support for Date / Time in table variables, so if customers need to use a Date / Time property they should specify a string with correct formatting. Support is planned for next release. Format string for Date / Time inputs for CSP (expecting value in UTC): yyyy- MM-dd HH:mm

25. © 2013 Cisco and/or its affiliates. All rights reserved. 25 Transactional create of multiple service items Required inputs Channel id Service item type Table variable Optional inputs Subscriber login id / OU

26. © 2013 Cisco and/or its affiliates. All rights reserved. 26

27. © 2013 Cisco and/or its affiliates. All rights reserved. 27 Table must have a Name column (and name values must be unique) Table must have at least 1 other column corresponding to the internal property name for each property to be set during the create call Example:

28. © 2013 Cisco and/or its affiliates. All rights reserved. 28 If you attempt to select a table that does not have Name + 1 other column, you will see error “The table must have columns defining the service item attributes” in the Reference control

29. © 2013 Cisco and/or its affiliates. All rights reserved. 29 Required inputs Channel id Service item type Table variable – the same rules for table used in “Create Service Items from Table” apply to this table Optional inputs Subscriber login id / ou

30. © 2013 Cisco and/or its affiliates. All rights reserved. 30 Required inputs Channel Id Service item type Table variable – the rules for this table are different. It only requires a Name column.

31. 31 © 2013 Cisco and/or its affiliates. All rights reserved.

32. 32 Service request dictionaries are a little bit different than Service item dictionaries CSP TypeTEO type TextString NumberNumeric AccountString DateDate / Time Boolean PhoneString SSNString MoneyNumeric PersonString URLString Date and TimeDate / Time

33. © 2013 Cisco and/or its affiliates. All rights reserved. 33 Properties can be marked as “capable of being multi-valued”. They can still also accept 1 value. Properties can be marked as required. Users must know acceptable enum values - properties can have either literal or SQL-query backed enums defining the acceptable values. In SQL case we would be unable to display values b/c of lack of API support – but we treat these values as strings. Service requests have 1 or more dictionaries which comprise the service request

34. © 2013 Cisco and/or its affiliates. All rights reserved. 34 Submit Service Request / Update Service Request are supported by different APIs that have some known limitations and differences Submit Service Request uses username / password credentials Submit Service Request successful result is a Requisition Id, but Update Service Request requires a Channel Id Do not attempt to use output of Submit Service Request as input for Update Service Request Property browsing is supported only for Submit Service Request Update Service Request parameters are based on agent definition – inbound parameters Parameters could be exposed with different names on Agent -> Inbound parameters and / or could be a subset of the dictionary properties

35. © 2013 Cisco and/or its affiliates. All rights reserved. 35 Example service is Order a Physical Machine which has 2 dictionaries MachineDetails – meant to be filled out by user MachineResults – meant to be filled out by automation / TEO. Fields are marked as ReadOnly (note: TEO does not currently understand / distinguish ReadOnly flag) Some of these result properties are mapped on the Task Agent inbound parameters

36. © 2013 Cisco and/or its affiliates. All rights reserved. 36

37. © 2013 Cisco and/or its affiliates. All rights reserved. 37

38. © 2013 Cisco and/or its affiliates. All rights reserved. 38 Ordering a service in CSP:

39. © 2013 Cisco and/or its affiliates. All rights reserved. 39 Required inputs Service name Credentials page Target Optional inputs Dictionary containing property name / value(s) pairs (most likely a service will require some input, but not required to do so) Note: dictionaries can either be added manually or by browsing Dictionaries added by browsing will have all property names / types / required and multi-valued flags Browsing to a dictionary does not keep that dictionary in sync – if you know a dictionary has been updated you need to manually sync it or manually change / add / remove the affected properties

40. © 2013 Cisco and/or its affiliates. All rights reserved. 40 Ordering a Physical Machine – from TEO

41. © 2013 Cisco and/or its affiliates. All rights reserved. 41 User still must know the name of the service:

42. © 2013 Cisco and/or its affiliates. All rights reserved. 42 Output:

43. © 2013 Cisco and/or its affiliates. All rights reserved. 43 As of 2.3.4, incompatible with Submit Service Request / Requisition Id CIAC content gets a channel id from CSP outbound call Several things can be done all in a single transaction: Add comment Take-action – ie mark the service request as Done, Cancelled, OK, Reject, Skip, etc. Send parameters Send user-defined parameters Send parameters defined in a table variable This table variable is assumed to have 1 row where each column represents a parameter name and the row value is the parameter value.

44. © 2013 Cisco and/or its affiliates. All rights reserved. 44 Required inputs Channel Id Optional inputs Add comments Take action Send parameters

45. © 2013 Cisco and/or its affiliates. All rights reserved. 45 No browsing for parameters

46. © 2013 Cisco and/or its affiliates. All rights reserved. 46 Comment is updated

47. © 2013 Cisco and/or its affiliates. All rights reserved. 47 Readonly fields + state have been updated

48. © 2013 Cisco and/or its affiliates. All rights reserved. 48 Parameters must be correctly spelled If an inbound parameter is added, CP will still fail to update the service request unless the service has been ordered since the agent was updated / restarted There are known issues where CP reports success but ServiceLink fails, such as mis-spelled or unmapped parameters

49. 49 © 2013 Cisco and/or its affiliates. All rights reserved.

50. 50 Look at service link / failed transactions to see if there are failures reported

51. © 2013 Cisco and/or its affiliates. All rights reserved. 51 Look at CSP log files available in Administration -> Utilities You may have to alter logging level to DEBUG and / or bounce the services to get required logs – CSP team should be able to provide recommended steps

52. 52 © 2013 Cisco and/or its affiliates. All rights reserved.

53. 53 © 2013 Cisco and/or its affiliates. All rights reserved.

54. Thank you.