The ITSM 9 Script Fix You Didn’t Know You Needed

The ITSM 9 Script Fix You Didn’t Know You Needed

We were thrilled when we launched our PIE solutions to the open market at the start of October 2014. Eight weeks later we’ve already experienced a number of exciting challenges that affect not just Effectual customers, but the greater audience of HPE ITSM customers. Because of our commitment to the HPE Service Manager and UCMDB communities, we thought that the solution to one of these issues was particularly urgent for us to share.

This defect, while minor, has had a major impact on customers that are actively pursuing a UCMDB-ITSM integrated strategy. Fortunately, it’s very simple to remove from the equation. Everyone benefits, and we can knock another dent in the perceived limitations of the successful integration of these tools.


The Defect

There are two lines missing from an ITSM JavaScript function that produce inconsistent and unexpected results when populating relationships to UCMDB. So pushing relationships to ITSM, and populating relationships from ITSM, becomes a very painful and confusing process. These missing lines should provide global IDs for the UCMDB integration-specific table cirelationship1to1 for IT Service Manager 9.x. Due to their absence, the integration must fall back on and cannot make use of global ID.

Many users we have encountered limit relationship jobs to specific types in only one direction. Or, more commonly, they don’t use them at all.


The Fix

cirelationships.upstreamci_ucmdb_id = upstreamci.ucmdb_id;
cirelationships.downstreamci_ucmdb_id = downstreamci.ucmdb_id;

The two lines Effectual used to fix the unexpected behavior; from the updateRelatedRelation1to1 function of the CreateRelations script

Effectual has provided an unofficial fix (in an unload file with detailed instructions, which you can download below) that prevents this problem from occurring in the future. The fix will improve the results of your relationship integration jobs bidirectionally between Service Manager and UCMDB.

This fix will be beneficial to every customer using the UCMDB integration to ITSM. It should be of particular interest to anyone with a mature IT Service Manager data-set containing services and assignment groups that they wish to coexist properly in UCMDB.

However, if you’ve run the integration in the past you will need to purge the cirelationship1to1 table (which is only used by the integration). Purging is only required once after the fix is installed. All future cirelationship1to1 updates and changes will properly include the ucmdb_id’s. Once this fix is applied, HPE ITSM and UCMDB relationship jobs should be re-tested by all customers. We expect you’ll see much more accurate and reliable results.

NOTE: We have reported this issue to HPE R&D.


Need A Hand?

If you’re new to these types of issues and challenges and would like assistance, don’t hesitate to reach out to us for free support. We’re happy to set up a Webex session to walk you through the problem, how to implement the solution, and the benefits of the fix.


Download createRelations Script Fix Package