Microsoft SCOM

This integration allows you to locate and notify on-call resolvers when critical network incidents are detected. Network operation and failure information is presented to message recipients via multiple communication channels, allowing technicians to take direct action remotely in real time from any mobile device. As actions are taken, the integration updates the tickets with information annotations to provide a full audit trail.

The instructions cover the following topics:

How it works

This integration uses a client-hosted Integration Agent, installed on the SCOM server.

When a new SCOM alert triggers a given subscription, a notification channel delivers notification subscriber alerts, which send incident information to xMatters, including severity, priority, alert ID, server name, event source, event time, management group name, resolution state, and event description. xMatters then creates an event and notifies the specified recipients.

This integration is a configurable, two-way integration; updates from xMatters are recorded in SCOM.

The integration includes authentication from the Integration Agent to SCOM and from the Integration Agent to xMatters , in addition to the secure Integration Agent communication channel.

Features and updates

This version of the integration includes the following updates:

  • Injects events to xMatters via inbound integrations.
  • Adds support for the Event Comments trigger for outbound integrations.
  • Uses the latest version of the embedded Integration Agent utilities.
  • Makes the "Sent to xMatters" state change optional when injecting events.
  • Allows "del" injections to terminate existing events.
  • Removes the "Work in Progress" response option. (If you still want this response option, you can customize the integration to include it.)

Before you begin

Before you get started configuring the integration, there are a couple of things you can do ahead of time to make it easier: create a user in Micrsoft SCOM and download the workflow. This integration also requires the Integration Agent.

Configure xMatters

The first step in setting up your integration is to configure xMatters:

Configure the xMatters Integration Agent

Now that you've configured xMatters, it's time to configure the Integration Agent.

The installation instructions below assume you already have a working xMatters Integration Agent. If this is a new installation and you have not yet deployed the Integration Agent, download, deploy, and configure the Integration Agent before continuing.

Configure SCOM

Now that you've configured xMatters to integrate with your system, it's time to configure SCOM to integrate with xMatters. This requires you to configure the following components in SCOM:

  • Notification channels
  • Notification subscribers
  • Notification subscriptions
  • Add/update resolution status

How to use the integration

The example in this section uses a forced IP address conflict to illustrate how an alert is sent through xMatters to a user’s device, and how xMatters and SCOM process the user’s response, targeting an example group name "xMattersSCOMGroup" – replace this with the group you set up, making sure you have access to a device belonging to a user who is part of this group so you can receive the notification and respond.

Troubleshooting

For those familiar with previous versions of the integration, the following functionality has been deprecated and is not available in this integration:

  • No FYI flag is available and the integration does not currently support FYI notifications
  • No failsafe functionality has been implemented as this is not technically possible with integrations based on workflows.

Extend and optimize your integration

You can use the following tips to customize your integration to better suit your deployment.

Download resources

Get the workflow