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
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
9. SMA-SM master data on boarding tool
The tool does not change in SMA2018.02
Suggested for you are based on app category, product compatibility, popularity, rating and newness. Some apps may not show based on entitlements. Learn more about entitlements.
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.
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
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
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.
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.
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:
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
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"
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.
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
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:
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