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Why choose CLIP ?

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 ?

  • AppLink's CLIP provides a pre-configured out-of-the-box solution to tightly integrate e.g. HP BSM with ServiceNow or BMC Remedy: have your basic integration installed and configured in less than an hour !
  • it is a mature, robust, proven and fully supported solution that exists in the market since the first release of HP BSM OMi in 2011, with an installed base of dozens of Fortune 500 companies worldwide 
  • AppLink's CLIP is a Certified solution - it has been certified in 2015 by HP, as well as ServiceNow - in case you use AppLink's "Scoped App" for ServiceNow, you find this App in ServiceNow's App Store. 
  • Bi-directional "Closed Loop" integration
    • incident creation can be easily configured in the CLIP Web UI with support for all event attributes and CLIP's transformation and mapping capabilities
    • on initial incident creation, relevant incident attributes like the incident number and assignments are displayed in the event's forwarding tab, annotations, custom attributes
    • on event update, the incident is updated with a worklog entry summarizing all event changes, optionally, incident state, impact, urgency can be adapted
    • on incident update, the event is updated with additional annotations, custom attributes and also the forwarding tab is updated with the new incident values. Dependent on the new incident values, AppLink CLIP can manipulate the events lifecycle state, severity, priority or assignments accordingly, e.g. it closes the event if the incident is resolved   
  • Manual and automatic incident creation
  • the Web UI
    • displays the current status of all integrations and their targets
    • provides 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. 
    • The "Drill-Down" into an event-incident pair shows all transactions, from the incident creation and bi-directional updates to closure with all details.
    • "Statistics View" shows graphical charts to allow trend analysis for incidents created
  • the Database
    • is self maintained and keeps track of all transactions and mappings for an adjustable period
    • can be used for reposting purposes by means of SQL
  • Self- and HP BSM OMi Monitoring
    • all connections are actively monitored periodically, all connection issues are logged and can lead to alarms
    • Performance metrics like processing times for create and update operations allow to pinpoint bottlenecks and support troubleshooting 
    • the "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"

read more

 

16 May 2017 481px-NEW-21

We're pleased to announce CLIP V5.05 !

New features:

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. 

Enhancements:

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.

 

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