August 17th, 2017
We're pleased to announce CLIP V5.06 !
The AppLink CLIP solution is an integration platform which provides the link between your ITOM and ITSM products. It encompasses:
- Standard out-of-the-box integrations
- Mappings and a combined lifecycle are easily customizable
- Web UI for easy configuration, history transaction data and statistics
- Enterprise class solution designed for High Availability
- Reporting and Dashboard capabilities
- Detailed documentation
- Outstanding support
AppLink's CLIP solution for Cherwell Service Desk ( CSD ) is a new integration that was added to CLIP version 5.06 which provides very similar capabilities as the other integrations. For details please visit "Operation Model for CLIP for Cherwell Service Desk".
New features in CLIP V5.05:
Suppression of incident creation
automation to create incidents can have some drawbacks. A common issue is that too many, unimportant, or redundant , duplicate incidents overload the Service Desk personal. CLIP offers two features to address that. Suppression and Attachment.
Suppression prevents that CLIP creates an incident. Suppression is based on checking event attributes and specifying a conditionlist in CLIP that causes suppression whenever the conditionlist matches. Use cases for suppression include
- Suppression of normal events or events of severity “unknown”
- Suppresion for events with a related CI in scheduled downtime, if it is flagged by some attribute
For detailed information, please refer to chaper "3. Configuring CLIP" and "3.1.2 Suppressing incident creation" in the User & Admin guide.
Attachment to incidents
instead of creating a new incident , CLIP can update an existing incident for the same topic. Use cases for this feature include
- the same event re-appears , but the previous, now closed event still has a related, open incident. As an example, a CPU monitor that periodically raises and closes an event should not create multiple incidents.
- - events of the same topic, e.g. all disk or filesystem usage alarms should be collected and added to the same incident, as the same assignee should be in charge of resolving these problems
With Clip V5.05, multiple events can be related to the same incident. While the first event creates an incident as before, the second event is attached to the existing incident and can e.g. add an additional worknote. CLIP keeps all events related to a single incident in sync.
For detailed information, please refer to chaper "3. Configuring CLIP" and "3.1.3 Attaching events to existing incidents" in the User & Admin guide.
Integration into ServiceNow Event Management
ServiceNow Event management allows IT operation administrators to combine multiple event sources from different monitoring tools into a single management console. With CLIP V5.05, HPE OpsBridge/OMi and NNMi can be added as an event source for ServiceNow Event Management. Analog to the ServiceNow Incident Management integration, CLIP offers a direct- and a "scoped app" integration option for ServiceNow Event Management, and also the polling option for backsync.
For more information, please refer to the example integrations "HPOMi_ServiceNowEvent" and "HPOMi_ServiceNowEventDirect" in ClipConfig_New.xml.
Persistent Queuing of transactions
Unlike HPE OpsBridge/OMi, which does resends of events and event changes and thereby assures that those transactions to create and update incidents on the peer side are not lost, updates received from ServiceNow, BMC Remedy and RemedyForce might get lost in case of OpsBridge or NNMi unavailability. CLIP V5.05 further enhances reliability of the integration by introducing a concept that persists all transactions and assures they are executed exactly once and in order.
Bulk mode for Polling option for ServiceNow
Using the "polling option", CLIP polls all active incidents for changes at regular intervals. With V5.05, a bulk of incidents can be queried at the same time which speeds up the backsync process.
For detailed information, please refer to chaper "Configuring ServiceNow Targets – without “Update Set” / “Scoped App”" in the User & Admin guide.
Extended CLIP Variables
CLIP V5.04 introduced extended access to attributes of related events and incidents in the rules to update events and incidents.
With CLIP V5.05 it is possible to refer to all history values of an attribute. This allows not only to access the current value or the value of the current transaction, but also initial or all subsequent history values. The benefit of this feature is that logic can be built into CLIP that otherwise has to be implemented in OpsBridge, ServiceNow or Remedy.
An example use cases: auto resolution of incidents: resolve an incident on event closure - but only if the initial assignment group for the incident is unchanged - this requires access to the initial assignment group and can be implemented solely in CLIP
For detailed information, please refer to chaper "9.3 CLIP variables and modifiers" in the User & Admin guide and examples in ClipConfig_New.
For changed features and issues fixed, please refer to the ReleaseNotes in the "Downloads" area under "Information & Documentation" as a registered and logged in user.