IBM Tivoli Service Request Manager (TSRM) pimB

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This page documents the enPortal integration for IBM Tivoli Service Request Manager (TSRM).

  • Vendor: IBM
  • Product: IBM Tivoli Service Request Manager (TSRM)
  • Supported Version(s): 7.2
  • Name of enPortal Integration Package: ibm.tsrm_pimB
  • Required enPortal Version: 4.6.1 and above (with support for cookie manager)


The following section documents supported platforms, installation, and configuration of the TSRM Product Integration Module on enPortal versions 5.0 and above.

Page Contents

1. Support Matrix

The following Operating System, Database, and Web Browser platforms are supported:


1.1. Operating System

Please see the list of supported Operating Systems on the System Requirements page.


1.2. Database

A special database is not required to implement this integration module. The AppBoard/enPortal database is used to store all configurations related to this integration module.


1.3. Web Browser

Please see the list of supported Web Browsers on the System Requirements page.


2. Installation

Perform the following steps to install the TSRM PIM:

  1. Install AppBoard/enPortal as detailed in the Installation documentation
  2. Download the file ibm.tsrm_pimB.jar
  3. Start enPortal and login as an administrator
    1. User Name: administrator
    2. Password: administrator
    3. Domain: System
  4. Under the Advanced tab, select PIMImport
  5. Click the Browse... button
  6. Locate the TSRM package.jar file in the Open dialog
  7. Click the Start button to extract the files from the PIM .jar archive
  8. Under the Advanced tab, select XMLImport
  9. Click the Start button to load the PIM into the system
  10. Confirm that the following message is displayed: "Import completed; loaded the following file(s): load_ibm.tsrm_pimB.txt"
  11. Under the Advanced tab, select Explore System
  12. Navigate to the /Directory/system/proxy/ folder and locate the “Manage Proxy” channel
  13. Right-click on the “Manage Proxy” channel and select Open to launch the channel
  14. In the Manage Proxy tool, click “Reset All”
  15. Refresh the browser


3. Integration Details

This sections provides special details for configuring the integration module after installation.


3.1. Channel Types

  • Proxy - the base channel type for all the other channels.
  • Home - Channel that displays the top-level Home page of the TSRM application
  • Application - Channel that display the TSRM page based on application type. Possible application types are change, incident, solution, workorder (wotrack).
  • ViewTicket - Channel that displays the search result based on the UID of a ticket (incident). This UID is usually a 7 digit number. It is different from the visual ID that is used in Query channel in pimA.

3.2. Configuration

After installing the TSRM PIM, perform the following steps to configure access to the host TSRM server:

  1. Click on the Applications tab
  2. Right-click on the name "sample" in the row labeled "IBM TSRM" and select "Modify"
  3. Fill in the items in the Modify Application Wizard dialog:
    1. Select the protocol used to access your TSRM server (http or https)
    2. Change the host name from "changeme" to the hostname or ip address that will resolve to your TSRM server
    3. Change the port to the port number of your TSRM server
  4. Click on the SSO token definition purple icon "ibm.tsrm_pimB"
  5. Enter the correct value for "appRoot". This is the context of the application. By default it is set to maximo.
  6. Click on the "Proxy" class icon
  7. Click on Fields tab on the class editor
  8. Select "appRoot" field and enter the correct value for it. The value should be consistent with the one above set in SSO token definition.
  9. Click on the Integrations tab
  10. In the Explorer, under Packages, expand the ibm.tsrm_pimB tree and click on the Sample target. Confirm that the information you entered is displayed for your TSRM server
  11. Under the Sample target, click on the Home channel. A login prompt should be displayed.
  12. Log in using the same credentials you would use for accessing the TSRM application in a browser. Confirm that the TSRM Home page is displayed.

3.3. Create Channels

After installing the TSRM PIM, and configuring access to the host TSRM server, perform the following steps to create channels to display TSRM content:

  1. Click on the Applications tab
  2. Right-click on the name "sample" in the row labeled "IBM TSRM" and select a channel type
  3. In the "Channel Name" box, enter the name you want to give to the new channel
  4. For "Channel Type", select "3rd Party Pims"
  5. Click Next
  6. Click Finish
  7. Click on the Integrations tab
  8. In the Explorer, under Packages, expand the ibm.tsrm_pimB tree and click on the Sample target. Confirm that the new channel is listed along with the other sample channels


Repeat the above steps to create additional channels. Select a different Channel Type in step 2 to create a different type of channel.


3.4. Version Support

The following matrix details the supported TSRM and compatible AppBoard/enPortal versions:

Version Support
Package Name enPortal Version TSRM Version
ibm.tsrm_pimB 4.6.1+ IBM Tivoli Service Request Manager version 7.2
To see the current enPortal version, run the portal version command from the [AppBoard_Home]/server/bin directory.

4. TSRM Upgrades

4.1. Upgrading from an older version of TSRM to TSRM 7.2

Older versions of TSRM are not supported by this PIM, so this upgrade path is not supported

4.2. Upgrading from TSRM 7.2 to a newer version of TSRM

Perform the following steps when the TSRM 7.2 server is upgraded to a newer version of TSRM:

  1. Check the AppBoard/enPortal PIM online documentation to see if the new TSRM version is supported by the existing ibm.tsrm_pimB PIM
    1. If the new TSRM version is supported by the existing PIM that you have installed, perform the following steps:
      1. Click on the Applications tab
      2. Right-click on the row for the old TSRM server and select "Modify"
      3. Update the protocol, host, and port to reference the server where the new version of TSRM is running
    2. If the new TSRM version is not supported by the existing PIM that you have installed, perform the following steps to upgrade the PIM:
      1. Download the new PIM version from the PIM download site
      2. Follow the steps in the Installation section above to install and configure the new PIM version
      3. Re-create all TSRM channels to reference the new PIM
      4. [Optional] Perform the steps outlined in the Uninstall section below to remove the old PIM from the system


5. Uninstall

Uninstalling the ibm.tsrm_pimB PIM will break all of the channels in your AppBoard/enPortal system that reference this integration.

Perform the following steps to uninstall the ibm.tsrm_pimB PIM:

  1. Click on the Integrations tab
  2. In the Explorer, under Packages, locate the ibm.tsrm_pimB integration
  3. Right click on the integration name, and select "Delete"
  4. Click "Ok" to confirm that you want to delete the integration package