Service Management Automation 2018-02

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Service Management Suite 2018.02 offers new capabilities in both Classic and Containerized modes with new iOS mobile app, Service portal enhancements, enhanced Mult-tenant console for MSP (SMA-X) and new smart analytics enhancements.
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Description

Welcome to Service Management Automation 2018.02 release!

There are multiple contents provided in this release to help you deploy Service Management in your preferred environment and mode, ease your administrative effort and accelerate your business realization.

1. AWS deployment

Please get the Packer and Cloudformation scripts to start your AWS deployment!

2. Operation Toolkit

  • Backup and Restore script, in additional to the documentation, we provide a set of script to help you more easily backup and restore Suite when there is a need. These scripts will ease your recovery procedure.
  • Suite Update By leveraging Backup and restore functions, you can easily update SMA suite from 2017.11 to 2018.02 now.
  • Change FQDN
  • Please use Restart and Backup script to stop and restart SMA suite when you are doing upgrade or need restart your cluster.

3. Diagnostic tool

The diagnostic tools can help you to check SMA suite system information as well as suite service status including hardware information, network, service status and Kubernetes service status. You can run it before SMA suite installation to make sure all the prerequisites are met.

4. Service Portal iOS APP

Please go to Apple Store to search "Self-Service Portal" find the App or go to the link https://itunes.apple.com/us/app/self-service-portal/id1287863098

5. Service Portal Android APK

Please go to Google play to search "Self-Service Portal" to find the APK or go to the link https://play.google.com/store/apps/details?id=com.mf.sma.mobile.app

6. Virtual Agent (Beta feature for trail purpose only)

The SMA virtual agent (Chatbot) function can provide end user a tool to find answers related to their questions quickly.

7. SMA-SM Mixed mode support

If your installed Service Manager version is any of the following: 9.41, 9.50, 9.51, 9.52, please select one of the unload files and apply it to your Service Manager before installing and configuring Mixed Mode. If you have Service Manager 9.60 installed, then the capability is already built-in now.

8. Integration

  • OPB Integration for Service Management Automation X (SMA-X) – SMA-X leverages the next generation service management run time and application as the backend, with all capabilities running in a container-based environment. If you want to integrate SMA-X with other services such as Sharepoint, please download the OPB(On-Prem Bridge) contents
  • Skype Integration for Service Management Automation Service Management (SMA-SM) -- An embedded Skype plugin and a standalone Skype agent are provided to integrate with Microsoft Skype for Business 2016 to enhance SMA-SM Chat

9. SMA-SM master data on boarding tool

The tool does not change in SMA2018.02


Releases

Release
Size
Date
Mixed Mode support for SMA-SM 2018.02
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2017.11
Version 2018.02
Release Notes

  You may want to keep your existing implementation for some capabilities that were previously deployed in the classic manner while trying some new functions like the new service portal. We support mixed mode which enables you to use an external classic CMDB system and/or Service Manager system, together with containerized components (Chat, Service Portal, and Smart Analytics).  Please go to https://marketplace.microfocus.com/itom/content/service-management-automation-2017-11, search "Mixed Mode support for SMA-SM2017.11" and click "DOWNLOAD" to download below files and refer to   https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Deploy-the-suite-in-mixed-mode-scenario-1_19894846  for more details.   

  • CompatibleForNG_Plus_SM941_forSMA2017.11.unl
  • CompatibleForNG_SM941to952_forSMA2017.11.unl
  • propel-solr-plugin_forSMA2017.11.zip
  1.  For SM9.41 and SM9.5x customers, apply the first 2 unload files to enable APIs at SM side.    CompatibleForNG_Plus_SM941_forSMA2017.11.unl (for SM9.41 only) CompatibleForNG_SM941to952_forSMA2017.11.unl (for SM9.41 and 9.5x.,  apply CompatibleForNG_Plus_SM941_forSMA2017.11.unl first) Note: If you are using Service Manager 9.41, we recommend that you upgrade to SM9.41.p6HF2 in order to improve performance.  Please find the SM9.41.p6HF2 installation files from CRyPT (https://patch-central.corp.hpecorp.net/crypt-web/protected/viewContent.do?patchId=SM9.41.6002_P6_HF2&product=crypt%3Aservice_manager%3A&hasProdBreadcrumb=true)  
  2.  For SM9.60 customer, the capability is already built in SM9.60, no need to apply any unload file.  
  3.  Regardless the SM version, if you are using Solr as knowledge search engine, please apply Solr plugin propel-solr-plugin_forSMA2017.11.zip which will enable you to enjoy the new service portal capabilities on top of Solr search.  Every user can search out the published KM documents according to the user entitlement configuration in Service Management.  Please refer to "Install Solr plugin for Service Portal Search"  for more details. https://docs.microfocus.com/wiki/pages/viewpage.action?pageId=19894858  
Languages
English
Integration support for SMA-X 2018.02
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

1. SMA-X ChatOps support 

https://marketplace.microfocus.com/itom/content/sma-x-chatops 

2. Sharepoint 2010 or 2013 Connector will enable SMA-X automatically accesses to all knowledge stored on the Sharepoint. 

https://marketplace.microfocus.com/itom/content/sharepoint-connector

Languages
English
AWS deployment toolkit 2018.02
44.4 KB
  |  
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

The AWS deployment toolkit (.zip) contains Packer and AWS CloudFormation scripts that automate the installation of CDF on a cluster of nodes. The Packer scripts automate the creation of machine images, and are used to create the necessary Amazon Machine Images (AMI). The CloudFormation templates help provision required infrastructure based on the AMI previously created by Packer.

Refer to doc portal for more details :

https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Install-the-suite-on-AWS_19895471 for SMA-X deployment on AWS

https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Install-the-suite-on-AWS_23200942 for SMA-SM deployment on AWS

Languages
English
Diagnostic toolkit 2018.02
6.1 KB
  |  
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

1. The diagnostic tool system_check.sh can help you to check SMA suite system information as well as suite service status including hardware information, network, service status and Kubernetes service status.  It's recommend to run before SMA suite installation to make sure all the prerequisites are met. 

Usage: ./system_check.sh -l|--logfile

Example: ./system_check.sh -l system-check.log

2. The diagnostic tool action_change_db.pwd.py can help you to apply external Database change to suite if you change the external PostgreSQL password which is not managed by SMA-X suite. Please refer here for more information: https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Sync-updated-suite-component-database-passwords_19895590

Usage: action_change_db_pwd.py [-h] -d {UCMDB,Idm,Service Management,Suite Administration} [--version]

Note:  You need Python 2.7 to run above script. 



Languages
English
Files
system_check.sh (17.0 KB)
Virtual Agent (Chatbot) --Beta 2018.02
1.6 MB
  |  
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

The SMA Virtual Agent (Chatbot) function can provide end user a tool to find answers related to their questions quickly. The virtual agent can understand messages from end user in nature language. Support ticket can be created via virtual agent if end user can not find answers from the knowledge base. This will save real agentís time from interaction with end users.Service Request can also be created via virtual agent if end user can not find correct service offering from within the portal. 

Please note this is a Beta feature in SMA2018.02 release, the feature can work only after SMA-X 2018.02 is installed, please refer to SMA-X_201802_Virtual_Agent_Admin_Guide.pdf from the download package to install and enable the feature. For any question or issue, please go to SMA Customer Community to post a Topic. 

The function will be officially released and supported in upcoming release. 


Languages
English
Service Portal iOS APP 2018.02
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

iOS App is introduced in SMA2018.02 release and it offers the same functionalities as Android app. Main functions include

1. Search

2. Browse categorizes 

3. Hot news, recent offerings and popular items

4. Submit a smart ticket

Please visit below links for more details:

https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Service-Portal-mobile-app-for-iOS_22186139 for SMA-X   

https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Service-Portal-mobile-app-for-iOS_22186006    for SMA-SM   

Languages
English
SMA-SM master on boarding tool 2018.02
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2017.07 · 2017.11
Version 2018.02
Release Notes

This toolset can help you import master data from an existing Classic SM system to SMA-SM NG. 

The tool does not change in SMA2018.02, please download it from https://marketplace.microfocus.com/itom/content/service-management-automation-2017-11, search "SMA-SM master data on boarding tool 2017.11" and click "DOWNLOAD

Please follow data on boarding steps described in the “Import master data” section under Administrate SMA-SM part from the doc portal here     https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Use-the-data-onboarding-toolset-to-import-master-data_19894986  

Languages
English
Integration support for SMA-SM 2018.02
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2017.11
Version 2018.02
Release Notes

Skype integration with SMA-SM Chat. The tool does not change in SMA2018.02, please download it from https://marketplace.microfocus.com/itom/content/service-management-automation-2017-11, search "Integration Support for SMA-SM2017.11" and click "DOWNLOAD

The containerized Collaboration provides an embedded Skype plugin and a standalone Skype agent to integrate with Microsoft Skype for Business 2016 only. When you start a conversation in Collaboration, the Skype plugin that is embedded in the Openfire server monitors all the messages. If a participant does not log on to the Openfire server, the Skype plugin will use the participant’s email address as his/her Skype account and then send the message to the Skype server. If the user is available to chat, the Skype agent will launch a conversation with the right user, and then forward the message to him/her on Skype. The detailed installation instruction can be found in the help document in the section of “Install->-Install the suite on-premises->Install CDF and the suite ->Deploy the suite in mixed mode scenario 1"

Languages
English
Operation Toolkit 2018.02
27.3 KB
  |  
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2018.02
Release Notes

Operation toolkit provides below scripts to ease your operation efforts:

1. Backup and Restore

In this release, we support backup and restore following suite data, for PostgerSQL database. Please download itom-sma-dr-2018.02.003.tar.gz and follow https://www.postgresql.org/docs/9.5/static/continuous-archiving.html instructions to backup and restore.

Please note, if you have already downloaded itom-sma-dr-2018.02.tar.gz or itom-sma-dr-2018.02.001.tar.gz, we highly recommend you to update the scripts with updated itom-sma-dr-2018.02.003.tar.gz. 

  • configure map
  • SMA netapps
  • IDM configs
  • UCMDB configs
  • IDOL data and configs
  • Certificates

For SMA-SM, please refer to  https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Back-up-and-restore_22184314 for more details.

For SMA-X, please refer to  https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Back-up-and-restore_22185863 for more details. 

2. Suite Update 

We support update from SMA2017.11 to SMA2018.02, you need use 3 scripts -- dispatcher.py (extract it from itom-sma-dr-2018.02.003.tar.gz ), upgrade.py (extract it from itom-sma-suite-update-2018.02.tar.gz) and fqdn-replace.sh  (extract it from itom-sma-change-fqdn-2018.02.tar.gz)

For SMA-SM, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Apply-a-version-update_13578301 for more details 

For SMA-X, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Apply-a-version-update_23855187   for more details

3. Change FQDN

Use the script in itom-sma-change-fqdn-2018.02.tar.gz to change the FQDN of the new environment to the FQDN of the old production environment. 

For SMA-SM, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Apply-a-version-update_13578301#Applyaversionupdate-ChangeFQDNandDNSmappingforProduction2  

 For SMA-X, please refer to    https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Apply-a-version-update_23855187#Applyaversionupdate-ChangeFQDNandDNSmappingforProduction2  

4. Stop and Restart SMA Suite

Please use the scripts in restartSMAsuite-2018.02.tar.gz to stop and restart SMA suite when you are doing upgrade or need restart your cluster. Please refer to below documentation URL for details:

For SMA-X, please refer to https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Apply-a-version-update_23855187 

For SMA-SM, please refer tohttps://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Apply-a-version-update_13578301


Languages
English
Service Portal Andriod APK 2018.02
9.8 MB
  |  
Feb 11, 2018
More info Less info
Product Compatibility
Service Management Automation Suite
Version 2017.11
Version 2018.02
Release Notes

This APK is compatible with SMA2017.11 with Micro Focus rebranding, user experiences improvements. You can search "Self-Service Portal" from Google Play https://play.google.com/store/apps/details?id=com.mf.sma.mobile.app

Please refer to below links to find more details:

https://docs.microfocus.com/itom/Service_Management_Automation_-_X:2018.02/Service-Portal-mobile-app-for-Android_22186102 for SMA-X 

https://docs.microfocus.com/itom/Service_Management_Automation_-_SM:2018.02/Service-Portal-mobile-app-for-Android_22185797    for SMA-SM

Languages
English

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