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AppLink's CLIP is the bridge between your enterprise-class event- and incident management solution - it provides a combined workflow of both ITIL management processes, a Closed Loop Incident Process.
What do you get ?
•Manual and automatic incident creation: incidents can be created manually by the OMi operator using a menu option on individual events as well as OMi automatic forwarding rules
•High Availability (HA) and Scalability for CLIP
oHA is achieved by replicating CLIP instances and run it in a HA cluster
oAutomatic failover: failover does not require any manual intervention
oAutomatic recovery: should a failed CLIP instance come up again, it is available instantly and automatically performs a recovery procedure
oScalability: all requests can be distributed among the CLIP instances of the cluster, the cluster can run in Active/Active or Active/Passive mode
•the CLIP Web UI
oprovides a "synchronization list view" of all events and incidents that have been created and updated by AppLink's CLIP with search capabilities to easily locate individual events or incidents.
odisplays the current status of all integrations and their targets
oThe "Drill-Down" into an event-incident pair shows all transactions, from the incident creation and bi-directional updates to closure with all details.
o"Statistics View" shows graphical charts to allow trend analysis for incidents created
ostores all details about events received, incidents created and updates processed during the synchronization phase until the event or incident is resolved or closed.
ois self maintained so that all data can be stored for an adjustable period of time for analysis until historical data is automatically removed.
othe rules configured in CLIP can access data in the DB that was previously stored during synchronization. This allows e.g. to implement a logic like “If the event is closed, then close the incident only if it has not been assigned already”.
ocan be used for reporting purposes by means of SQL. You can easily create reports to show e.g. number of incidents created by day, week or month, or grouped by attributes like event category, severity, submitter or incident assignment.
•Self- and HP BSM OMi Monitoring
oall connections are actively monitored periodically, all connection issues are logged and can lead to alarmsoPerformance metrics like processing times for create and update operations allow to pinpoint bottlenecks and support troubleshooting
othe "OMi Queue" Monitoring feature allows to monitor the OMi queue lengths over time with it's number of events and event updates waiting to be transferred with a display in a statistics chart. Thresholds can be configured to alarm in situations where events are queuing up in OMi.
•Support for external data: you have a need to incorporate external data into your integration, e.g. to determine incident assignment or priority of a new incident ? CLIP offers to incorporate external data from files, web services, etc. to be used in the incident creation and manipulation rules.
•Cross launch capabilities: open the related incident with one click from OMi's event forwarding tab - or vice versa, open the OMi event browser from a link from your incident ! •Platform Support: AppLink's CLIP solution is available for Windows and Linux, with support for OMi 9, OMi 10, ServiceNow Berlin-Geneva, BMC 7,8,9 and NNMi 9 and 10. For details, please refer to the "User & Admin guide"
The application has a FREE trial.
Please visit https://www.applink.de to review Release notes.
High Availability (HA) and Scalability for CLIP
CLIP V5.04 extends previous HA capabilities by adding a new, clustered deployment model that allows for- High Availability : HA is achieved by replicating CLIP instances and run it in a HA cluster- Automatic failover: failover does not require any manual intervention- Automatic recovery: should a failed CLIP instance come up again, it is available instantly and automatically performs a recovery procedure- Scalability: all requests can be distributed among the CLIP instances of the cluster, the cluster can run in Active/Active or Active/Passive mode
New option for direct integration without "Update Set"
In former versions, CLIP for HP BSM required the upload of a ServiceNow "Update Set" or the installation of AppLink's "Scoped App" for CLIP from the ServiceNow AppStore. These contain the Web Service endpoint, transform map, business rules, scripts, menus etc. used by CLIP to create incidents and trigger incident updates to be reported back to HP BSM.Even though the use of the "Update Set" / "Scoped App" is still the recommended option for the integration, CLIP V5.04 now offers a "direct" integration into ServiceNow without use of an "Update Set" or "Scoped App"– incidents can be created directly in the ServiceNow Incidents table. Using this mode, CLIP actively polls for changes of incidents to update the OMi events accordingly.This option can be used if company policies refuse to apply additional configurations to your ServiceNow instance for the integration into HP BSM a more simple approach is favored - no maintenance is necessary on ServiceNow release changes
CLIP for HP BSM for Salesforce:
New integration to RemedyForce and the salesforce.com platformCLIP V5.04 includes an integration module to integrate with the salesforce.com platform. Utilizing the new CLIP module for salesforce.com, CLIP provides an out-of-the-box standard integrations into BMC RemedyForce.
Extended CLIP variable scopes
CLIP supports extended access to attributes of related events and incidents in the rules to update events and incidents. Example use cases for this feature include:on incident creation, CLIP can auto assign the event to OMi operators and groups dependant of the submission type and only after initial submission by evaluating event and incident attributesupdate the incident state dependant dependant of event state and other event attributes and the current incident state by lookup of the current incident state, e.g. an incident can be closed if the event is closed but only if the current incident state is "New" so it was not yet assigned
CLIP for HP BSM OMi: CLIP can do various kind of OMi event manipulations to show data of an related incident in the "forwarding tab", custom attributes, annotations, change state, severity and priority etc. The current CLIP version also allows to auto assign an event to an OMi user and group using the attributes "assigned_user" and "assigned_group" in ClipConfig.xml.
CLIP for HP BSM Operations Manager i (OMi) enables the automatic or manual generation of BMC Remedy incidents (tickets) in response to events detected by OMi.
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