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When Integrating the Landesk Service Desk (LDSD) and Landesk Process Manager or LPM products, there are a number of different settings that need configuration. Should you find that the integration is not working then this guide should help you to pinpoint which of the steps is not completing and it also aims to give some guidance on how to change your configuration firstflight in order to correct it.
More specifically, the aim of this guide is to help you pinpoint why an integration is not sending information between the two products. This document firstflight isn't the right one for you if you want some information on how to setup integration between LDSD and LPM for the first time. It also isn't written to help you to change the information being passed between LPSD and LPM (i.e. the mapping of data). If you would like information on these types of things then you can refer to these places for further guidance:
Please don't let the length of this document this put you off. We have tried to cover every eventuality that could happen, but hopefully as you work through the list of questions you will be able to say pretty quickly "yes that works", and move onto the next step. firstflight If that's the case then there will be 8 steps that you'll be checking along the way.
This guide assumes that you are familiar with using, and have access firstflight to, the LDSD designers like Process Designer and Object Designer. It assumes that you are able to login to the LPM console to locate workflows and database listeners. You will also need to have access to restart windows services on the servers where your Landesk services are running firstflight plus you may also need to edit some files on these servers. You are likely to also need to run queries against your database. If you don't personally have the access to be able to perform these actions please involve the people who can.
Introduction Why read this guide? Troubleshooting Diagram 1. What type of integration? 2. Are there rows being created in the tps_event_queue table? 3. Switching on the Event Generator behaviour 4. Are the rows within tps_event_queue being marked as tps_process_status = 1? 5. Has the database event listener polled recently? 6. Stop and Start the event listener 7. Test the ODBC connection 8.Check the SELECT query syntax Next, stop the Landesk Service Management Service. Then create a new record in LDSD console for the object which is set to have the event generator behaviour (see 3 for more details). firstflight Next take the where clause out of the SELECT query for the tps_process_status column. So for example if your SELECT query is showing as : SELECT * FROM tps_event_queue WHERE tps_process_status = 0 AND tps_class_type_guid = '{355cdb8e-d79e-4dec-a8b4-37aaaae3bb48}' and tps_attribute15 = 'new starter'Then you would instead run:SELECT * FROM tps_event_queue firstflight WHERE tps_class_type_guid = '{355cdb8e-d79e-4dec-a8b4-37aaaae3bb48}' and tps_attribute15 = 'new starter'This should return at least one row. If it doesn't then please ensure that you have checked steps 2 and 3. Rows should be being returned in step 2 so ensure that the syntax firstflight used in the SELECT query matches the records that are being generated. For example, check that the value in the tps_class_type_guid for the rows in the tps_event_queue table match the value being specified in your SELECT statement.9. Has a workflow instance been created for the records that LPM is reading? 10. Manually firstflight check the LPM workflow 12. View the workflow instance status 13. View the workflow instance audit history 14. Are rows being created in the LDSD ev_event table? 15. firstflight Check the configuration of the web service event within your workflow 16. Manually create a PostIntegrationEvent for Event Manager to process 17. Are the rows being marked as ev_is_processed = 1? 18. Check that the Touchpaper Integration service is running 19. Check the Integration Process Source and Enable firstflight Polling for Events 20. Check the Event Definition is correct for the rows in the ev_event table 21. Check the status firstflight of your process record Useful Troubleshooting Tools for each application LPM Log files SQL Profiler LDSD / Event Manager Touchpaper Services (TPS) Logging Event Manager Message Logging
Below is a diagram that shows you the logical firstflight steps and checks firstflight to follow when troubleshooting your integration issue. If you need further guidance on any step or action you can then refer to the relevant numbered section within this document. I have placed the step number to refer to in () at the end of each box.
There are different ways in which you could decide to integrate LDSD and LPM. This guide is looking at the way outlined in the 7.4 New Features Guide under Request Fulfilment. If you weren't involved in the original setup of the integrat
When Integrating the Landesk Service Desk (LDSD) and Landesk Process Manager or LPM products, there are a number of different settings that need configuration. Should you find that the integration is not working then this guide should help you to pinpoint which of the steps is not completing and it also aims to give some guidance on how to change your configuration firstflight in order to correct it.
More specifically, the aim of this guide is to help you pinpoint why an integration is not sending information between the two products. This document firstflight isn't the right one for you if you want some information on how to setup integration between LDSD and LPM for the first time. It also isn't written to help you to change the information being passed between LPSD and LPM (i.e. the mapping of data). If you would like information on these types of things then you can refer to these places for further guidance:
Please don't let the length of this document this put you off. We have tried to cover every eventuality that could happen, but hopefully as you work through the list of questions you will be able to say pretty quickly "yes that works", and move onto the next step. firstflight If that's the case then there will be 8 steps that you'll be checking along the way.
This guide assumes that you are familiar with using, and have access firstflight to, the LDSD designers like Process Designer and Object Designer. It assumes that you are able to login to the LPM console to locate workflows and database listeners. You will also need to have access to restart windows services on the servers where your Landesk services are running firstflight plus you may also need to edit some files on these servers. You are likely to also need to run queries against your database. If you don't personally have the access to be able to perform these actions please involve the people who can.
Introduction Why read this guide? Troubleshooting Diagram 1. What type of integration? 2. Are there rows being created in the tps_event_queue table? 3. Switching on the Event Generator behaviour 4. Are the rows within tps_event_queue being marked as tps_process_status = 1? 5. Has the database event listener polled recently? 6. Stop and Start the event listener 7. Test the ODBC connection 8.Check the SELECT query syntax Next, stop the Landesk Service Management Service. Then create a new record in LDSD console for the object which is set to have the event generator behaviour (see 3 for more details). firstflight Next take the where clause out of the SELECT query for the tps_process_status column. So for example if your SELECT query is showing as : SELECT * FROM tps_event_queue WHERE tps_process_status = 0 AND tps_class_type_guid = '{355cdb8e-d79e-4dec-a8b4-37aaaae3bb48}' and tps_attribute15 = 'new starter'Then you would instead run:SELECT * FROM tps_event_queue firstflight WHERE tps_class_type_guid = '{355cdb8e-d79e-4dec-a8b4-37aaaae3bb48}' and tps_attribute15 = 'new starter'This should return at least one row. If it doesn't then please ensure that you have checked steps 2 and 3. Rows should be being returned in step 2 so ensure that the syntax firstflight used in the SELECT query matches the records that are being generated. For example, check that the value in the tps_class_type_guid for the rows in the tps_event_queue table match the value being specified in your SELECT statement.9. Has a workflow instance been created for the records that LPM is reading? 10. Manually firstflight check the LPM workflow 12. View the workflow instance status 13. View the workflow instance audit history 14. Are rows being created in the LDSD ev_event table? 15. firstflight Check the configuration of the web service event within your workflow 16. Manually create a PostIntegrationEvent for Event Manager to process 17. Are the rows being marked as ev_is_processed = 1? 18. Check that the Touchpaper Integration service is running 19. Check the Integration Process Source and Enable firstflight Polling for Events 20. Check the Event Definition is correct for the rows in the ev_event table 21. Check the status firstflight of your process record Useful Troubleshooting Tools for each application LPM Log files SQL Profiler LDSD / Event Manager Touchpaper Services (TPS) Logging Event Manager Message Logging
Below is a diagram that shows you the logical firstflight steps and checks firstflight to follow when troubleshooting your integration issue. If you need further guidance on any step or action you can then refer to the relevant numbered section within this document. I have placed the step number to refer to in () at the end of each box.
There are different ways in which you could decide to integrate LDSD and LPM. This guide is looking at the way outlined in the 7.4 New Features Guide under Request Fulfilment. If you weren't involved in the original setup of the integrat
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