Oracle Enterprise Manager Installation and Configuration

Oracle® Enterprise Manager
Configuration Guide for BMC Remedy Service Desk 7
Connector
Release 12.1.0.2.0
E25440-07
December 2013
Oracle Enterprise Manager Configuration Guide for BMC Remedy Service Desk 7 Connector, Release
12.1.0.2.0
E25440-07
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Contents
Preface ................................................................................................................................................................. v
Audience.......................................................................................................................................................
Documentation Accessibility .....................................................................................................................
Related Documents .....................................................................................................................................
Conventions .................................................................................................................................................
v
v
v
vi
1 Introduction to the Connector
Versions Supported..................................................................................................................................
Ticket Generation Contents ...................................................................................................................
Auto Ticketing ..........................................................................................................................................
Manual Ticketing .....................................................................................................................................
Ticket Templates.......................................................................................................................................
Grace Period ..............................................................................................................................................
Retry............................................................................................................................................................
Ticket Status Changes .............................................................................................................................
Recommended Protocol ..........................................................................................................................
1-1
1-2
1-2
1-2
1-2
1-3
1-3
1-3
1-3
2 Creating and Configuring the Connector
Prerequisites..............................................................................................................................................
Installing the Definition Files ...........................................................................................................
Import Steps for AR Server 7.1 .................................................................................................
Import Steps for AR Server 7.5 .................................................................................................
Displaying the New Objects ......................................................................................................
Forms Customization ........................................................................................................................
Forms Customization for AR Server 7.1 ..................................................................................
Forms Customization for AR Server 7.5 ..................................................................................
Web Services Customization ............................................................................................................
Web Services Customization For AR Server 7.1.....................................................................
2-1
2-1
2-2
2-2
2-3
2-3
2-3
2-4
2-5
2-5
Web Services Customization For AR Server 7.5..................................................................... 2-6
Creating a Connector Instance............................................................................................................... 2-8
Configuring the Connector..................................................................................................................... 2-8
Enabling or Disabling the Connector................................................................................................... 2-9
Providing General Settings .................................................................................................................... 2-9
Connection Settings ........................................................................................................................ 2-10
Web Console Settings ..................................................................................................................... 2-11
Grace Period..................................................................................................................................... 2-11
Retry .................................................................................................................................................. 2-11
Working with Ticket Templates.......................................................................................................... 2-11
Adding Ticket Templates............................................................................................................... 2-12
Viewing Template Code................................................................................................................. 2-12
Removing a Template..................................................................................................................... 2-13
Editing Templates ........................................................................................................................... 2-13
Restoring Templates ....................................................................................................................... 2-14
Deleting the Connector ........................................................................................................................ 2-14
3
Creating Remedy Tickets
Automatically Creating a Ticket............................................................................................................ 3-1
Manually Creating a Ticket .................................................................................................................... 3-5
4
Using Default Templates
Template Process ...................................................................................................................................... 4-1
Ensuring Web Services for Default Templates ................................................................................... 4-2
Reading Ticket Templates....................................................................................................................... 4-2
Customizing Ticket Templates ........................................................................................................... 4-13
Defining New Templates..................................................................................................................... 4-14
5
Enabling SSL for HTTPS
Generating a Certificate Request File .................................................................................................. 5-1
Importing the Certificate from the Certificate Authority................................................................. 5-1
Importing the Server Certificate on Enterprise Manager................................................................. 5-1
6 Advanced Ticketing Configuration
Customizing to Support a Ticketing Inbound Operation ................................................................
Steps to Set Up EM CLI .....................................................................................................................
ActiveLinks Customization ..............................................................................................................
ActiveLinks Customization for Remedy 7.1 ...........................................................................
ActiveLinks Customization for Remedy 7.5 ...........................................................................
Removing Customization to Support a Ticketing Inbound Operation......................................
Uninstalling EM CLI ...............................................................................................................................
6-1
6-1
6-1
6-1
6-2
6-3
6-3
Preface
This Connector Configuration guide provides the information that you require to
configure Management Connectors that integrate Enterprise Manager with other
management tools and help desk systems.
Audience
This guide is written for Oracle Database system administrators who want to
configure Management Connectors to enable integration between Enterprise Manager
and other systems.
You should already be familiar with Oracle Enterprise Manager.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle
Accessibility Program website at
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Access to Oracle Support
Oracle customers have access to electronic support through My Oracle Support. For
information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or
visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing
impaired.
Related Documents
For more information, see the following books in the Oracle Enterprise Manager
documentation set:
■
■
Oracle Enterprise Manager Cloud Control Basic Installation Guide
Oracle Enterprise Manager Cloud Control Advanced Installation and Configuration
Guide
■
Oracle Enterprise Manager Cloud Control Administrator’s Guide
■
Oracle Enterprise Manager Cloud Control Upgrade Guide
■
Oracle Enterprise Manager Framework, Host, and Services Metric Reference Manual
■
Oracle Enterprise Manager Command Line Interface
■
Oracle Enterprise Manager Cloud Control Extensibility Programmer's Guide
v
■
Oracle Database 2 Day DBA
The latest versions of this and other Oracle Enterprise Manager documentation can be
found at:
http://www.oracle.com/technology/documentation/oem.html
Oracle Enterprise Manager also provides extensive online help. Click Help on any
Oracle Enterprise Manager page to display the online Help system.
Printed documentation is available for sale in the Oracle Store at
http://oraclestore.oracle.com/
To download free release notes, installation documentation, white papers, or other
collateral, please visit the Oracle Technology Network (OTN). You must register
online before using OTN; registration is free and can be done at
http://otn.oracle.com/membership/
If you already have a user name and password for OTN, then you can go directly to
the documentation section of the OTN Web site at
http://otn.oracle.com/documentation/
Conventions
The following text conventions are used in this document:
vi
Convention
Meaning
boldface
Boldface type indicates graphical user interface elements associated
with an action, or terms defined in text or the glossary.
italic
Italic type indicates book titles, emphasis, or placeholder variables for
which you supply particular values.
monospace
Monospace type indicates commands within a paragraph, URLs, code
in examples, text that appears on the screen, or text that you enter.
1
Introduction to the Connector
1
The Oracle Management Connector for BMC Remedy Service Desk 7 integrates BMC
Remedy Service Desk v7 with Enterprise Manager through either an HTTP or HTTPS
connection. Using this connector, you can create, update, close, or reopen a ticket for
any incident created in Enterprise Manager.
The ticket generated by the connector contains the relevant information about the
Enterprise Manager incident, including a link to the Enterprise Manager console to
enable helpdesk analysts leverage Enterprise Manager's diagnostic and resolution
features to resolve the incident. In Enterprise Manger, the ticket ID, ticket status, and
link to the BMC Remedy console is the shown in the context of the incident. This
provides Enterprise Manager administrators with ticket status information and an
easy way to quickly access the ticket.
Before proceeding, see the "Incident Management" chapter in
the Oracle Enterprise Manager Administrator's Guide to understand
the event and incident management concepts.
Note:
The following sections explain various Remedy Service Desk Connector concepts that
you must understand before you start using the Remedy Service Desk Connector.
■
Versions Supported
■
Ticket Generation Contents
■
Auto Ticketing
■
Manual Ticketing
■
Ticket Templates
■
Grace Period
■
Retry
■
Ticket Status Changes
■
Recommended Protocol
1.1 Versions Supported
The Remedy Service Desk Connector communicates via webservices with the IT
Service Management component of Remedy Service Desk. The following versions are
supported:
■
Remedy Service Desk 7.0.03 patch 008 with:
Introduction to the Connector
1-1
Ticket Generation Contents
■
–
IT Service Management 7.0.03 with the Incident Management patch “IT
Service Management Patch 008”
–
Action Request Server 7.1 (AR Server 7.1) Patch 002
Remedy Service Desk, which is part of IT Service Management Suite 7.5.00 with
Incident Management. This also includes Action Request Server 7.5 (AR Server
7.5).
1.2 Ticket Generation Contents
The ticket generated by the connector contains the relevant information about the
Enterprise Manager incident, including a link to the Enterprise Manager console to
enable help desk analysts leverage Enterprise Manager's diagnostic and resolution
features to resolve the incident.
In Enterprise Manger, the ticket ID, ticket status, and link to the Remedy Service Desk
console is shown in the context of the incident. This provides Enterprise Manager
administrators with ticket status information and an easy way to quickly access the
ticket.
1.3 Auto Ticketing
Auto ticketing refers to creating or updating tickets automatically for any matching
rule(s) in Enterprise Manager. You can define a set of event or incident rules for which
tickets must be opened/updated for changes in underlying event or incident
attributes. For example, changing event severity from Warning to Critical can update
the associated ticket.
See Also: "Incident Management" chapter in the Oracle Enterprise
Manager Administrator's Guide.
After the ticket is opened, any subsequent update of the incident attributes or
underlying event attributes, such as a change in underlying events severity, updates
the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and
you can optionally go to Remedy to close the ticket.
See Also:
Section 3.1, "Automatically Creating a Ticket"
1.4 Manual Ticketing
From the Enterprise Manager console, you can manually open a Remedy ticket based
on an open incident in Enterprise Manager. The Remedy Service Desk Connector
populates the ticket with details based on the incident and the ticket template selected.
See Also:
Section 3.2, "Manually Creating a Ticket"
1.5 Ticket Templates
Ticket templates are XML transformation style sheets that transform Enterprise
Manager incidents to a ticket format before the requests are sent to Remedy Service
Desk. A ticket template specifies how an Enterprise Manager incident and its
associated event attributes can be mapped to the ticket attributes of Remedy Help
desk.
In Auto Ticketing, while setting up a rule, you select a configured connector and select
the ticket template from the template list. The selected ticket template is used when a
1-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Recommended Protocol
ticketing request is sent to the Remedy Help Desk System. For manual ticketing, you
have to select a connector instance and ticket template before submitting a request for
ticket creation.
The Remedy Service Desk Connector includes some out-of-box default ticket
templates. You can customize default templates according to your functional needs.
Oracle recommends that you back up these factory-built templates before customizing
them.
See Also:
Chapter 4, "Using Default Templates"
1.6 Grace Period
The grace period enables you to prevent creating a large number of tickets for
frequently created incidents due to reoccurrence of the same event.
For example, an event is raised and causes an incident to be created in Enterprise
Manager. The rule defined to create the ticket enforces the ticket to be created on the
Remedy Help Desk system. If the grace period is one hour and the event is cleared at
10:00 a.m., this clears the incident and ticket. If the same event reoccurs before 11:00
a.m. and enforces creation of another incident, the grace period functionality stops
creation of a new ticket for this, and reopens the same ticket instead.
Note: In Remedy, after a ticket is set to a Closed status, it cannot be
reopened. Consequently, an incident that re-triggers within the grace
period cannot reopen the ticket but only annotate it.
If you want to reopen a ticket for incident occurrences that fall within
the grace period, set the ticket status to Resolved instead of Closed
when the incident clears. This enables the Remedy Service Desk
Connector to reopen the ticket if the same incident reoccurs within the
grace period.
1.7 Retry
The “Retry” section, available on the connector configuration page, enables you to
specify whether a failed ticketing request needs to be retried within a configurable
expiration time.
Enabling the Retry option gives you the option of specifying whether you want to
resend a ticketing request if the request fails the first time, and specifying the time
period after which you want to abandon the retry. Enterprise Manager retries every 5
minutes until the request is successful or the retry interval expires.
1.8 Ticket Status Changes
Any changes to the ticket status on Remedy Help Desk can be propagated back to
Enterprise Manager through an EM CLI call. The ticket status update operation
requires configuration changes in Remedy Help Desk.
For more information, see Chapter 6, "Advanced Ticketing Configuration."
1.9 Recommended Protocol
Oracle recommends that you use HTTPS as the protocol for the communication
between Enterprise Manager and Remedy AR server.
Introduction to the Connector
1-3
Recommended Protocol
Use HTTP only if a secure connection is not required and the data can be transferred
in clear text between the two systems.
1-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
2
Creating and Configuring the Connector
2
This chapter provides the following information for setting up and configuring the
Remedy Service Desk Connector and related tasks:
■
Prerequisites
■
Creating a Connector Instance
■
Configuring the Connector
■
Enabling or Disabling the Connector
■
Providing General Settings
■
Working with Ticket Templates
■
Deleting the Connector
2.1 Prerequisites
The Remedy Service Desk Connector communicates through webservices with the IT
Service Management component of Remedy Service Desk. Before using Remedy
Service Desk Connector, ensure that you meet the following prerequisites:
■
One of the following:
–
–
Remedy Service Desk 7.0.03 patch 008 with:
*
IT Service Management 7.0.03 with the Incident Management patch “IT
Service Management Patch 008” is installed and configured.
*
Action Request Server 7.1 (AR Server 7.1) Patch 002.
Remedy Service Desk, which is part of IT Service Management Suite 7.5.00
with Incident Management, is installed and configured. This also includes
Action Request Server 7.5 (AR Server 7.5).
■
Remedy Service Desk web services are up and running.
■
Remedy User exists with all necessary permissions and personnel information.
2.1.1 Installing the Definition Files
The Remedy Action Request Server (ARS) customizations for Enterprise Manager 12c
definition files can be extracted from the following .jar file:
<$OMS_HOME>/sysman/connector/remedy7connector.jar
OMS_HOME is the file system location where the OMS is deployed.
Creating and Configuring the Connector 2-1
Prerequisites
These customization files assume a fresh installation of Remedy ARS. When
integrating with a production instance of Remedy, exercise care that these
customizations are compatible with any previous customizations that have been made
to the Remedy instance.
The definition files to import are:
■
HPD_IncidentInterface_CustomWS.def
■
HelpDesk_Query_Service_getIncident.def
Install both definition files (.def) files in the running Remedy environment by
completing the steps in the following sections for AR Server 7.1 and AR Server 7.5:
■
Import Steps for AR Server 7.1
■
Import Steps for AR Server 7.5
2.1.1.1 Import Steps for AR Server 7.1
1.
Log in to the Remedy Administrator tool.
2.
Select the Remedy instance from the hierarchy on the left.
3.
Click the Tools menu, select Import Definitions, then From Definition File...
4.
Select the definition file to import from the list above.
5.
Check the box labeled Replace Objects on the Destination Server.
6.
Choose the drop-down option Replace With New Type.
7.
Click Import.
You should not encounter any errors during this process. At the end of the import,
an Import Complete message should appear.
8.
When done, repeat the procedure for the rest of the customization files.
2.1.1.2 Import Steps for AR Server 7.5
Back up the HPD_IncidentInterface_WS Web Service before
importing HPD_IncidentInterface_CustomWS.def.
Note:
1.
Log in to the BMC Remedy Developer Studio, then open a workspace.
2.
Select the Remedy instance from the left pane.
3.
From the File menu, select Import.
4.
Select Object Definition in the Import window, then click Next.
5.
Select the AR System Server Instance, then click Next.
6.
Click Browse and select the definition file (for example, HPD_IncidentInterface_
CustomWS.def), then click Next.
7.
Click Finish in the Import Objects window.
You should not encounter any errors during this process. At the end of the import,
an Import Complete message should appear.
2-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Prerequisites
2.1.1.3 Displaying the New Objects
After importing, the new objects are shown under the Remedy instance. You can
access them as follows:
1.
Select the Remedy Instance from the left pane of the Developer studio.
2.
Select All Objects, then Web Services.
You should be able to see a new Web service called
HPD_IncidentInterface_get_WS.
3.
Select All Objects, then Web Services, then HPD_IncidentInterface_WS.
4.
Click WSDL Ports, then Ports, then WSDL Operations.
You should see 'HelpDesk_Modify_status_service' and 'HelpDesk_Modify_
Service' under WSDL Operations.
HelpDesk_Modify_status_service and HelpDesk_Modify_Service WSDL Operations
should appear under HPD_IncidentInterface_WS.
2.1.2 Forms Customization
Customizing the HPD:IncidentInterface_Create, HPD:IncidentInterface, and
HPD:HelpDesk forms are needed to add the ConnectorGUID field on these forms. The
purpose of this field is to track a ticket/incident created by Oracle Enterprise Manager
12c.
2.1.2.1 Forms Customization for AR Server 7.1
1.
Log in to the Remedy Administrator tool.
2.
Select Forms.
3.
Open the HPD:HelpDesk form.
4.
Create a Character field and place the field as required.
Note: In the HPD:HelpDesk form, you can place the new field next to
Create Request radio button.
5.
Open the Field Properties dialog box for the character field that you create.
6.
Click the Display tab. Enter ConnectorGUID on the Label Field.
7.
Click the Database Tab. In the ID field enter 500000021. In Name Field, enter
ConnectorGUID.
8.
Click the Permissions tab and then assign Public Permission.
Note:
9.
You can also enable the Allow Any User to Submit check box.
Close the Field Properties page.
10. Save the form.
Repeat steps 3 to 10 for the HPD:IncidentInterface_Create and
HPD:IncidentInterface forms in order to add the ConnectorGUID field for all forms.
Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values
from the HPD:IncidentInerface_Create form to the HPD:HelpDesk form:
Creating and Configuring the Connector 2-3
Prerequisites
1.
Log in to the BMC Remedy Administrator.
2.
Click Filters.
3.
Open the HPD:HII:CreateIncident_100`! filter.
4.
Click the If-Action(1) tab.
5.
In the Fields region:
6.
■
From the Name menu, select ConnectorGUID.
■
From the Value menu, select ConnectorGUID.
Save the filter and close.
2.1.2.2 Forms Customization for AR Server 7.5
1.
Log in to the BMC Remedy Developer Studio, then open a workspace.
2.
Select the Remedy instance from the pane that appears in the left side of the
window.
3.
Select All Objects, then Forms.
4.
Open the HPD:HelpDesk form.
5.
Right-click and create a New Character field.
6.
In the Field Properties window under Display property, provide ConnectorGUID
as the Label.
7.
Click the Permissions tab, then assign Public Permission.
Note:
8.
You can also enable the Allow Any User to Submit check box.
Save the form.
Repeat steps 4 through 8 for HPD:IncidentInterface_Create to add the ConnectorGUID
field.
Add a new field in the HPD:IncidentInterface form as follows:
1.
Open the HPD:IncidentInterface form.
2.
Do not create a new field. Instead, right-click on the form.
3.
Select Add Fields from HPD:HelpDesk.
4.
Select ConnectorGUID from the list.
5.
Save the form.
Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values
from the HPD:IncidentInerface_Create form to the HPD:HelpDesk form:
1.
Log in to the BMC Remedy Developer Studio, then open a workspace.
2.
Select the Remedy instance from the left pane.
3.
Select All Objects, then Filters.
4.
Click the If-Action(1) tab.
5.
In the Fields region:
a.
From the Name menu, select ConnectorGUID.
2-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Prerequisites
b.
6.
From the Value menu, select ConnectorGUID.
Save the filter and close.
2.1.3 Web Services Customization
The following sections explain how to include the ConnectorGUID field in the Web
services. This section assumes that the *.def files are imported/installed as mentioned
in previous sections.
2.1.3.1 Web Services Customization For AR Server 7.1
1.
Log in to the Remedy Administrator tool.
2.
Select Webservices, then select HPD_IncidentInterface_Create_WS. Right-click
and select Open.
3.
Select Input Mapping.
4.
Add a new element (right-click on the ROOT element). A new element will be
added at the end.
5.
Rename the element as ConnectorGUID.
6.
Map ConnectorGUID with ConnectorGUID from the left window.
7.
Click OK to save.
8.
Select the WSDL tab and perform the following steps:
a.
In the input on top, modify the midtier_server and servername values in the
WSDL Handler URL.
b.
If mid-tier is on localhost, you can enter localhost right after http://.
c.
If the mid-tier uses port 80, you can omit the port. Otherwise, include the port
number after the server name.
d.
For the server name after public/, enter the name of the Remedy server.
e.
Click the View button.
f.
If you see the XML content after clicking View, then close this window and
save the changes.
You should see XML representing the web service WSDL file
for the web service.
Note:
If you see an error, check the midtier_server name, port, or
servername. Also, you can try adding/removing the domain part of
the servername.
9.
Open the HPD_IncidentInterface_WS web service.
10. Select HelpDesk_Modify_Service from Operations List.
11. Select the Input Mapping... item. (XML Data Type windows are mapped with
HPD:IncidentInterface.)
12. Map Incident_Number (on the right window) to "Incident Number" (On left
window). Select both XML elements and click Map.
13. Add a new element (right-click on the ROOT element). A new element will be
added at the end.
Creating and Configuring the Connector 2-5
Prerequisites
14. Rename the element as ConnectorGUID.
15. Map ConnectorGUID with ConnectorGUID from the left window.
16. Click OK to save.
17. Select HelpDesk_Modify_Status_service from Operations List. Repeat steps 11
through 16.
18. Select the WSDL tab and perform the following steps:
a.
In the input on top, modify the midtier_server and servername values in the
WSDL Handler URL.
b.
If mid-tier is on localhost, you can enter localhost right after http://.
c.
If the mid-tier uses port 80, you can omit the port. Otherwise, include the port
number after the server name.
d.
For the server name after public/, enter the name of the Remedy server.
e.
Click the View button.
f.
If you see the XML content after clicking View, close this window and save
the changes.
You should see XML representing the web service WSDL file
for the web service.
Note:
If you see an error, check the midtier_server name, port, or
servername. Also, you can try adding/removing the domain part of
the servername.
2.1.3.2 Web Services Customization For AR Server 7.5
1.
Log in to the BMC Remedy Developer Studio, then open a workspace.
2.
Select the Remedy instance from the left pane.
3.
Select All Objects, then Web Services, then HPD_IncidentInterface_Create_WS.
4.
Select WSDL Ports, then Port, then WSDL Operations, then Create Operation.
5.
In the Input Mapping section, select and right-click ROOT under the XML Data
Type column.
6.
From the New menu, select Element, then Field.
A New Field Element is added as the last element, which appears under the XML
Data Type column.
7.
Click the element and rename it as ConnectorGUID.
8.
Click on the Form/Field column.
The Field Selector window appears.
9.
Select ConnectorGUID from the list of available fields.
10. Click OK to save.
11. Click the WSDL Publishing Location tab and perform the following steps:
a.
In the input area at the top of the window, modify the midtier_server and
servername values in the WSDL Handler URL.
b.
If mid-tier is on localhost, you can enter localhost directly after http://.
2-6 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Prerequisites
c.
If the mid-tier uses port 80, you can omit the port. Otherwise, include the port
number after the server name.
d.
For the server name after public/, enter the name of the Remedy server.
e.
Click View.
f.
If you see the XML content after clicking View, close this window and save the
changes.
You should now see XML representing the web service WSDL file for the Web service.
If you see any error or no XML content, check the midtier_server name, port, or server
name. You can also try adding/removing the domain portion of the server name.
Adding ConnectorGUID on the HPD_IncidentInterface_WS Web Service
1. Open the HPD_IncidentInterface_WS Web service.
2.
Select HelpDesk_Modify_Service from the WSDL Operations list.
3.
In the Input Mapping section, select the Incident_Number field under ROOT.
4.
Click on the Form/Field column.
The Field Selector window appears.
5.
Select Incident_Number from the list of available fields.
6.
Click OK to save.
7.
In the Input Mapping section, select and right-click ROOT under the XML Data
Type column. A new element is added at the end.
8.
From the New menu, select Element, then Field.
A New Field Element is added as the last element, which appears under the XML
Data Type column.
9.
Click the element and rename it as ConnectorGUID.
10. Click on the Form/Field column.
The Field Selector window appears.
11. Select ConnectorGUID from the list of available fields.
12. Click OK to save.
13. Select HelpDesk_Modify_Status_Service from WSDL Operations.
14. Repeat steps 3 through 12 to map the Incident_Number and ConnectorGUID
fields on HelpDesk_Modify_Status_Service.
15. Click the WSDL Publishing Location tab and perform the following steps:
a.
In the input area at the top of the window, modify the midtier_server and
servername values in the WSDL Handler URL.
b.
If mid-tier is on localhost, you can enter localhost directly after http://.
c.
If the mid-tier uses port 80, you can omit the port. Otherwise, include the port
number after the server name.
d.
For the server name after public/, enter the name of the Remedy server.
e.
Click View.
f.
If you see the XML content after clicking View, close this window and save the
changes.
Creating and Configuring the Connector 2-7
Creating a Connector Instance
2.2 Creating a Connector Instance
The Remedy Service Desk Connector 12.1.0.2 connector type is deployed out-of-box
with Enterprise Manager. To use this connector, you need to create one or more
instances of this connector type. A connector instance refers to the configured instance
of the connector with specific details, such as connector name, web-service end-points,
username/password, and so forth of the Remedy Help Desk system. Multiple
connector instances for the same connector type are supported, which provides the
flexibility to configure multiple Remedy Help Desk systems with Enterprise Manager.
For example, you could have a production database and test database that Enterprise
Manager monitors, and you can create two different connector instances and configure
these with two different help desk systems to create tickets.
To create a connector instance:
1.
From the Enterprise Manager console, click Setup.
2.
Select Extensibility in the pane.
3.
Select Management Connectors in the left pane.
4.
Select a connector type from the Create Connector drop-down list and click the Go
button.
5.
Enter the connector name and description on the next screen and click the OK
button.
6.
The connector instance appears as unconfigured on the Management Connectors
page, shown in Figure 2–1.
Figure 2–1 Management Connectors Page
2.3 Configuring the Connector
Perform the following steps for basic configuration:
1.
As Super Administrator, from the Enterprise Manager console, click Setup.
2.
Click Extensibility, then Management Connectors.
The Management Connectors page appears that list all created connector
instances.
Note: The status column with a green tick mark indicates that the
connector is already configured.
2-8 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Providing General Settings
3.
Click the Configure button for the Remedy Service Desk Connector. The General
tab of the Configure Management Connector page appears.
4.
Provide the required settings. See "Providing General Settings" for details.
5.
Click OK.
The Management Connectors page reappears. The row for the Remedy Service
Desk Connector should have a check mark in the Status column, as shown in
Figure 2–2.
6.
Optional: Register any customized templates using the emctl command from the
ORACLE_HOME/bin directory, where ORACLE_HOME is the Oracle home
directory of OMS.
You can view all ticket templates by clicking the Ticket Templates tab.
7.
If you choose HTTPS as the protocol to establish a connection between Remedy
and Enterprise Manager, see Chapter 5, "Enabling SSL for HTTPS".
Figure 2–2 Configuration Confirmation
2.4 Enabling or Disabling the Connector
You can enable or disable a connector instance without needing to reconfigure or
remove the connector from the system.
You can enable or disable a connector from the Management Connector page by
selecting the connector and clicking either the Enable or Disable button. After a
connector is disabled, you will see a red cross icon under the Status column. By
default, the connector instance is enabled as soon as it is configured.
Note:
Only enabled connectors are available for ticketing operations.
2.5 Providing General Settings
The following sections explain how to provide various configuration details for the
General tab of the Configure Management Connector page, shown in Figure 2–3.
Creating and Configuring the Connector 2-9
Providing General Settings
Figure 2–3 Configure Management Connector Page
2.5.1 Connection Settings
The Remedy Service Desk Connector communicates with the Service Desk through
their Web services. Mandatory fields are indicated with an asterisk ( * ).
■
■
■
■
Web Service End Points — End points to createTicket, updateTicket, and
getTicket web services exposed by Remedy Service Desk.
Remedy Username — User with the privilege to create, update, and query tickets
in Remedy.
Remedy Password (optional) — Password associated with the supplied Remedy
user.
Authentication (optional) — String that a Remedy administrator sets for
additional security. Applies only if the Remedy Administrator has configured it
on the Remedy AR server.
■
Locale (optional) — Language of the Remedy system.
■
Time Zone (optional) — Time zone of the Remedy AR System Server.
■
Ticket Number (required) — Enter a valid ticket number to test the configuration.
2-10 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Working with Ticket Templates
–
If you specify the correct Web service end points and enter a valid ticket
number, the following message appears on the Management Connectors page
after you click OK:
"Connection test succeeded. The configuration was saved."
–
If you have not previously saved the connector configuration and enter an
invalid ticket number, the following message appears on the Management
Connectors page after you click OK:
"Connection test failed. The configuration was saved."
–
If the mandatory field is missing, you will see the following message:
"Missing mandatory field(s) - <actual field name>."
For example, if web service points are missing, you will see the following
message:
"Missing mandatory field(s) - Web Service End Points"
2.5.2 Web Console Settings
Web Console settings are required if you want the connector to provide links to
Remedy Service Desk tickets created by Enterprise Manager in the context of an
incident.
To enable this functionality, provide the following Web console settings.
■
■
■
■
Enable web console — Check this box to enable launching of the Remedy ticket
page within context from Enterprise Manager.
ARServer Name — Remedy AR Server name.
HelpDesk Case Form Name — Remedy form name that the Remedy Web
Services (you configured the connector to use) is based on. The Remedy default
Service Desk Web services, for example, use the form HPD:IncidentInterface.
Web Server — The name or IP address of the server that hosts Remedy Mid-Tier.
2.5.3 Grace Period
You can enable and disable the grace period and configure its value. By default, the
grace period is disabled. See Section 1.6, "Grace Period" for details. This setting applies
to all incidents the Remedy Service Desk Connector processes. The grace period
interval accepts the number of hours as any integer value. For example, - 1 or 2.
2.5.4 Retry
You can enable and disable the Retry option and configure its interval value. By
default, the Retry is disabled. See Section 1.7, "Retry" for details. This setting applies to
all incidents in the Remedy Service Desk Connector processes. The retry period
interval accepts the number of hours as any integer value. For example, - 1 or 2.
2.6 Working with Ticket Templates
When a connector instance is created in Enterprise Manager, all associated templates
are available for ticket create/update operations. There are three default Remedy
templates:
■
Remedy_DefaultCategory_AutoResolve.xsl
Creating and Configuring the Connector 2-11
Working with Ticket Templates
■
Remedy_DefaultCategory_AutoClose.xsl
■
Remedy_DefaultCategory.xsl
See Section 4.1, "Template Process" for detailed information
about these templates.
Tip:
The following sections provide information about adding, viewing, removing, and
replacing ticket templates.
2.6.1 Adding Ticket Templates
You need to add ticket templates before they are recognized in Enterprise Manager.
For each template above, run the following emctl register_template connector
command as a user with execute privilege on emctl and the ability to read the ticket
template:
$ORACLE_HOME/bin/emctl register_template connector
[-t <template.xml>]
[-repos_pwd <repos password>]
[-cname <connectorName>]
[-iname <internalName>]
[-tname <templateName>]
[-ttype <templateType>]
[-d <description>]
Where:
-t
-repos_pwd
-cname
-iname
-tname
-ttype
-d
Template(full path)
Enterprise Manager Root (SYSMAN) Password
Connector Name
Template Internal Name
Template Name Displayed
Template Type
<templateType> 1 - inbound transformation
<templateType> 2 - outbound transformation
<templateType> 3 - XML outbound transformation
Description
For example: This command adds a new outbound template (newTemplate.xsl) for a
connector instance with the name Remedy Connector Instance:
emctl register_template connector
-t <template.xml>
-repos_pwd <repos password>
-cname "Remedy Connector Instance"
-iname "newTemplate"
-tname "newTemplateOutbound"
-ttype 2
-d "Demo template"
2.6.2 Viewing Template Code
1.
Select the connector instance and go to the connector configuration page.
2.
Select the Template tab, as shown in Figure 2–4.
3.
Click a template name to view the XSLT code for the template.
The ticket templates are in XSLT format. A basic knowledge of XSLT is required to
understand the code.
2-12 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Working with Ticket Templates
Figure 2–4 Template Tab
2.6.3 Removing a Template
1.
Select the connector instance and go to the connector configuration page.
2.
Select the template tab.
3.
Select the template and click the Remove button.
4.
Click OK for the deletion to take effect.
Important: If the template you delete has an incident rule associated
with it, ticketing will not function for this particular incident rule after
the deletion.
2.6.4 Editing Templates
The Edit Template feature is available in Oracle Enterprise
Manager Release 12.1.0.2 and later.
Note:
Release 12.1.0.2 and Later
To edit an existing ticket template for Release 12.1.0.2 and later, do the following:
1.
Select the connector instance and go to the Configure Management Connector
page.
2.
Select the Template tab.
3.
Select the template and click Edit.
4.
Edit the Description and Template Contents fields as needed, then click Save.
The ticket template is automatically registered. Saving the registered template updates
it in the repository.
Releases Prior to 12.1.0.2
To edit an existing ticket template for versions prior to Release 12.1.0.2, replace the
template as a substitute for direct editing:
Creating and Configuring the Connector 2-13
Deleting the Connector
1.
Click Delete to remove the ticket template.
2.
Re-register the separately edited template using the emctl register_template
command described in Section 2.6.1, "Adding Ticket Templates".
For instance, for a template named template1.txt that you have just edited outside of
Enterprise Manager, to use this newer version of the file, you would delete
template1.txt as instructed above, then re-register the edited template1.txt file.
2.6.5 Restoring Templates
After you edit or customize a template, you can restore it to its previous default
contents if needed by performing the following steps.
The Restore feature is available in Oracle Enterprise Manager
Release 12.1.0.2 and later.
Note:
You can restore out-of-box templates that you have may edited or
customized to their default values. You cannot restore new templates
that you have created (using the emctl register_template command).
1.
Select the connector instance and go to the Configure Management Connector
page.
2.
Select the Template tab.
3.
Select the template and click Restore.
4.
Click Yes in the confirmation page that appears in order to restore.
2.7 Deleting the Connector
You can delete a connector from the Management Connector page by selecting the
connector and clicking the Delete button. After a connector is deleted, all associated
incident rules are no longer configured for ticketing operations.
Additionally, if the connector deleted is the only connector instance of that connector
type, the corresponding connector type is also deleted.
Note:
The above rule is not applicable to the out-of-box connector
type.
2-14 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
3
Creating Remedy Tickets
You can create tickets automatically or manually. The following sections explain how
to create both types.
■
Automatically Creating a Ticket
■
Manually Creating a Ticket
Note: At least one ticketing connector must be configured and
enabled in order to create a ticket using either method.
3.1 Automatically Creating a Ticket
To automatically create a ticket in Remedy Help Desk, you need to create a rule that
specifies the event or incident condition on which the ticket should be created. In this
rule, you also specify the ticket template to be used with the Remedy Help Desk
connector.
To create a rule to automatically create a ticket in Remedy Help Desk:
1.
From the Enterprise Manager console, click Setup, then Incidents and Incident
Rules.
2.
Click Create Rule Set. On the Create Rule Set page, enter a name and description.
3.
Click the Rules tab.
As you proceed below, the wizard interface explains various rules and their usage.
For detailed information, refer to the "Incident Management" chapter in the Oracle
Enterprise Manager Cloud Control Administrator's Guide.
■
For events —
This is the typical option to choose to create a ticket for an event, such as a
target down availability event.
Click Create and select Incoming events or updates to events as a type of rule
to create from the pop-up window. Follow the steps below to create a rule.
■
For incidents —
Click Create and select Newly created incidents or updates to incidents as a
type of rule to create from the pop-up window. Follow the steps below to
create a rule.
4.
While configuring the above rule under the Add Actions page:
■
For events —
Creating Remedy Tickets
3-1
Automatically Creating a Ticket
Select the Create Incident check box. This makes the Create Ticket option
visible. Then, select the Create Ticket checkbox. It will display the combo box
to select Connector Type, name, and template.
■
For incidents —
You can use this option to create tickets based on incident attributes, such as
priority 1 incidents or incidents based on fatal or critical severity.
Select the Create Ticket check box. It will display the combo box to select
Connector Type, name, and template.
Figure 3–1 shows the Add Actions page for events, and Figure 3–2 shows the Add
Actions page for incidents.
Figure 3–1 Add Actions Page for Events
3-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Automatically Creating a Ticket
Figure 3–2 Add Actions Page for Incidents
5.
After selecting an appropriate connector and template, click Save.
The following process occurs after you create the event or incident rule:
■
■
■
A request is sent to the Remedy Service Desk Connector when a incident is created
due to an event that matches your rule.
The ticket is created or updated on the Remedy Ticket system.
In Enterprise Manager, the incident is annotated with a comment on the Updates
tab to indicate that a ticket was created or updated, as shown in Figure 3–3.
Additionally, the incident is updated with the ticket ID, ticket status, and ticket
URL under the Incident Tracking section.
A ticket is updated if there is an existing active ticket for an incident. Figure 3–4 shows
the ticket in the Remedy console.
To configure Remedy to return the ticket status to Enterprise Manager, see Chapter 6,
"Advanced Ticketing Configuration."
Creating Remedy Tickets
3-3
Automatically Creating a Ticket
Figure 3–3 Incident Comments
Figure 3–4 Remedy Console Ticket
3-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Manually Creating a Ticket
3.2 Manually Creating a Ticket
Perform the following steps to manually create a ticket:
1.
From the Enterprise menu of the Enterprise Manager console, select Monitoring,
then Incident Manager.
The Incident Manager page appears, showing all open incidents.
2.
Select any incident from the list in the table.
3.
In the Tracking section, click More, then Create Ticket, as shown in Figure 3–5.
Figure 3–5 Tracking Section of Incident Manager
4.
In the Create Ticket pop-up window, select a ticket template from the Template
Name drop-down menu as shown in Figure 3–6, then click OK.
If you do not see the desired template, you can add one using the emctl command.
See Section 2.6.1, "Adding Ticket Templates".
Creating Remedy Tickets
3-5
Manually Creating a Ticket
Figure 3–6 Create Ticket Pop-up Window
If creating ticket is successful, the ticket ID appears in the tracking section for the
incident. If the Web console settings are configured and enabled, the ticket ID appears
as a link to the ticket page in the Remedy Service Desk.
You cannot manually update the ticket using the Remedy
Service Desk Connector. You need to manually update the ticket in
Remedy for any subsequent incident severity change.
Note:
3-6 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
4
Using Default Templates
This chapter provides details on the default ticket templates shipped along with the
Remedy Service Desk Connector. The ticket templates specify the mappings between
an Enterprise Manager incident and underlying event attributes and Remedy ticket
attributes.
■
Template Process
■
Ensuring Web Services for Default Templates
■
Reading Ticket Templates
■
Customizing Ticket Templates
■
Defining New Templates
4.1 Template Process
All out-of-box templates cause the following actions to occur when a you create a
ticket for an incident:
■
■
Write incident information to Description (Remedy ticket description).
Set the Remedy ticket summary based on the incident message. During updating,
the ticket summary field is updated to include the latest incident message
information.
The out-of-box templates are as follows:
■
Remedy_DefaultCategory_AutoResolve.xsl
■
Remedy_DefaultCategory_AutoClose.xsl
■
Remedy_DefaultCategory.xsl
Remedy_DefaultCategory_AutoResolve.xsl
The Remedy_DefaultCategory_AutoResolve.xsl template sets the ticket status to
Resolved when the event severity value becomes clear. When the same event with a
Critical or Warning severity occurs within the grace period time, the following occurs:
■
The ticket is reopened.
■
The status field is set as Assigned.
■
The ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are
updated with the latest event information. If you leave an incident as resolved, the
Incident Management application closes the incident after 15 days. See the
BMC Remedy Service Desk: Incident Management 7.0 User’s Guide for more
information.
Using Default Templates 4-1
Ensuring Web Services for Default Templates
Remedy_DefaultCategory_AutoClose.xsl
The Remedy_DefaultCategory_AutoClose.xsl template sets the ticket status to
Closed when the event severity value becomes Clear. After the Ticket Status is closed,
it cannot be reassigned to other values. When the same event with critical or warning
severity occurs within the grace period time, the following occurs:
■
■
The ticket is not reopened.
The status field remains Closed, but the ticket Summary, Notes, Work Info
Summary, and Work Info Notes fields are updated with the latest event
information.
Oracle recommends that you do not select
Remedy_DefaultCategory_AutoClose.xsl if you want tickets to
be reopened when a critical or warning event has occurred within the
grace period.
Note:
If you want tickets to be reopened, then select Remedy_
DefaultCategory_AutoResolve.xsl.
Remedy_DefaultCategory.xsl
The Remedy_DefaultCategory.xsl template does not close the ticket when the
event severity value becomes clear. When the same event with a Critical or Warning
severity occurs within the grace period time, the ticket Summary, Notes, Work Info
Summary, and Work Info Notes fields are updated with the latest event information.
4.2 Ensuring Web Services for Default Templates
If you choose default ticket templates, ensure that the following HPD:HelpDesk
related Web services are up and running on the Remedy AR server:
■
HPD_IncidentInterface_Create_WS
■
HPD_IncidentInterface_WS
4.3 Reading Ticket Templates
Table 4–1 and Table 4–2 illustrate the creation of a ticket using Remedy_
DefaultCategory_AutoResolve.xsl. This illustration will help you to read a
ticket template. In the tables, * denotes a literal string and ** indicates if the
attribute applies.
Ticket creation mappings are the same for Remedy_DefaultCategory_AutoResolve.xsl,
Remedy_DefaultCategory_AutoClose.xsl, and
Remedy_DefaultCategory.xsl.
Table 4–1 shows Remedy ticket attributes and corresponding Enterprise Manager
incident values for ticket creation mappings.
Remedy Ticket Attributes for which no values are needed are
not mentioned in the table.
Note:
4-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Reading Ticket Templates
Table 4–1
Ticket Creation Mappings (for all templates)
Remedy Ticket
Attributes
Enterprise Manager incident
Attributes
First_Name
HDUser
User name provided in the
"Remedy Username" field
during the configuration.
Impact
SeverityCode — Applies to incident
severity
For incidents:
Value
■
■
■
Last_Name
HDUser
If severity is Fatal, set
Impact to 1-Extensive/
Widespread.
If severity is Critical, set
Impact to
2-Significant/Large.
Otherwise, set Impact to
3-Moderate/Limited.
User name provided in the
"Remedy Username" field
during the configuration. It is
assumed the same user exists
in Remedy people form.
Example: First_
Name=admin, Last_
Name=admin and the same
user “admin admin” exists in
Remedy server.
Reported_Source
"Systems Management" *
Service_Type
"Infrastructure Event" *
Status
New *
Action
CREATE *
Create_Request
Blank
Summary
Summary - Example: Memory
Utilization is 59.024%, crossed
warning (0.01)
Using Default Templates 4-3
Reading Ticket Templates
Table 4–1 (Cont.) Ticket Creation Mappings (for all templates)
Remedy Ticket
Attributes
Enterprise Manager incident
Attributes
Notes
For incidents:
EMUser — Incident or event rule
owner when the ticket is created
through auto-ticketing, and is the
Enterprise Manager log-in user
when the ticket is created through
manual-ticketing.
Value
Values from the EM Incident
context.
Other Incident information includes:
Source Name
Source Owner - Example: Sysman
Source Type
Source SubType
TargetName
TargetType
TargetProperties** — name:value
pairs of defined target properties.
For example:
Line of business:
Finance
Owner:
Finance-DB Team
Severity
Priority
Creation Date - Incident Creation
Date
LastUpdatedDate
Owner - Incident Owner
URL - Incident URL
IncidentRuleName
Urgency
Based on SeverityCode
For metric incidents:
■
■
■
Work_Info_Summary
Summary. Example: Memory
Utilization is 59.024%, crossed
warning (0.01)
Work_Info_Notes
Severity — Example: Incident
created by Oracle Enterprise
Manager Remedy Service Desk
Connector for Critical severity
If severity is Fatal or
Critical, set Urgency to
1-Critical.
If severity is Warning,
set Urgency to 2-High
Otherwise, set Urgency
to 3-Medium.
Work_Info_Type
"Incident Task/Action" *
Work_Info_Source
"System Assignment" *
Work_Info_View_
Access
"Public" *
4-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Reading Ticket Templates
Table 4–1 (Cont.) Ticket Creation Mappings (for all templates)
Remedy Ticket
Attributes
Enterprise Manager incident
Attributes
ConnectorGUID
ConnectorGUID
Value
Table 4–2 shows Remedy ticket attributes and corresponding Enterprise Manager
incident attributes and values for Remedy_DefaultCategory_AutoResolve.xsl
mappings.
Table 4–2
Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)
Remedy Ticket
Attributes
Enterprise Manager incident
Attributes
Company
Value
"My Company" *
Summary
Summary - Example: Memory
Utilization is 59.024%, crossed
warning (0.01)
Notes
For incidents:
EMUser — Incident rule owner
when the ticket is created through
auto-ticketing, and is the Enterprise
Manager log-in user when the ticket
is created through manual-ticketing.
Values from the EM Incident
context.
Other Incident information
includes:
Source Name
Source Owner - Example: Sysman
Source Type
Source SubType
TargetName
TargetType
TargetProperties** — name:value
pairs of defined target properties.
For example:
Line of business:
Finance
Owner:
Finance-DB team
Severity
Priority
Creation Date - Incident Creation
date
LastUpdatedDate
Owner - Incident Owner
CollectionTime
URL - Incident URL
IncidentRuleName
Using Default Templates 4-5
Reading Ticket Templates
Table 4–2 (Cont.) Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)
Remedy Ticket
Attributes
Enterprise Manager incident
Attributes
Impact
SeverityCode — Applies to
incidents severity
Value
For metric incidents:
■
■
■
Incident_Number
If severity is Critical, set
Impact to
2-Significant/Large.
Otherwise, set Impact to
3-Moderate/Limited.
TicketID — The connector adds this
into the incident context before
handling the ticketing action.
Required by the Remedy Web
Service to identify the ticket that
must be updated.
Reported_Source
Resolution
If severity is Fatal, set
Impact to 1-Extensive/
Widespread.
"Systems Management" *
Severity, Summary
Service_Type
If the severity is Clear, add
the Resolution with
Summary.
"Infrastructure Event" *
Status
Based on Severity
If severity is Clear, set the
ticket to the status Resolved.
Otherwise set ticket to status
Assigned.
Status_Reason
Based on Severity
If severity is Clear, set the
Status_Reason to "Automated
Resolution Reported."
Urgency
Based on SeverityCode
For metric incidents:
■
■
■
If severity is Fatal or
Critical, set Urgency to
1-Critical.
If severity is Warning,
set Urgency to 2-High
Otherwise, set Urgency
to 3-Medium.
Action
MODIFY*
Work_Info_Type
"Incident Task/Action" *
Work_Info_Source
"System Assignment" *
Work_Info_Notes
Based on Severity – inforamtion text
is added
Work_Info_Locked
"No" *
Work_Info_View_Access
"Public" *
Work_Info_Summary
Summary
ConnectorGUID
ConnectorGUID
Use the mapping table (Table 4–1) as a reference to read the XSLT file in Example 4–1.
4-6 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Reading Ticket Templates
Example 4–1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations
<?xml version="1.0" encoding="UTF-8" ?>
- <xsl:transform version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform"
xmlns:ns0="http://xmlns.oracle.com/sysman/connector"
targetNamespace="http://xmlns.oracle.com/sysman/connector"
elementFormDefault="qualified">
- <!-This template creates an incident type ticket within Remedy Service
Desk with default settings. On update, the worklog is updated with the latest
incident message and severity information. The ticket is set to status Resolved
if the associated alert has cleared. Ticket can be reopend if a severity
occured with in the grace period. If the ticket is not reopened for 15 days,
ticket will be closed by incident management.
-->
- <xsl:template match="ns0:EMIncident">
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:TicketID) = ''">
- <urn:HelpDesk_Submit_Service xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
- <!-EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
DURING TICKET CREATION. REFER TO THE REMEDY SERVICE DESK MANUAL
FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS
-->
<urn:Assigned_Group />
<urn:Assigned_Group_Shift_Name />
<urn:Assigned_Support_Company />
<urn:Assigned_Support_Organization />
<urn:Assignee />
<urn:Categorization_Tier_1 />
<urn:Categorization_Tier_2 />
<urn:Categorization_Tier_3 />
<urn:CI_Name />
<urn:Closure_Manufacturer />
<urn:Closure_Product_Category_Tier1 />
<urn:Closure_Product_Category_Tier2 />
<urn:Closure_Product_Category_Tier3 />
<urn:Closure_Product_Model_Version />
<urn:Closure_Product_Name />
<urn:Department />
- <!-- FIRST_NAME,LAST_NAME VALUES ARE PICKED FROM THE USERNAME VALUE GIVEN DURING
REMEDY SERVICE DESK CONNECTOR CONFIGURATION. EXAMPLE USERNAME:Demo.
-->
- <urn:First_Name>
<xsl:value-of select="ns0:HDUser" />
</urn:First_Name>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
<urn:Impact>1-Extensive/Widespread</urn:Impact>
</xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
<urn:Impact>2-Significant/Large</urn:Impact>
</xsl:when>
- <xsl:otherwise>
<urn:Impact>3-Moderate/Limited</urn:Impact>
</xsl:otherwise>
</xsl:choose>
- <urn:Last_Name>
Using Default Templates 4-7
Reading Ticket Templates
<xsl:value-of select="ns0:HDUser" />
</urn:Last_Name>
<urn:Lookup_Keyword />
<urn:Manufacturer />
<urn:Product_Categorization_Tier_1 />
<urn:Product_Categorization_Tier_2 />
<urn:Product_Categorization_Tier_3 />
<urn:Product_Model_Version />
<urn:Product_Name />
<urn:Reported_Source>Systems Management</urn:Reported_Source>
<urn:Resolution />
<urn:Resolution_Category_Tier_1 />
<urn:Resolution_Category_Tier_2 />
<urn:Resolution_Category_Tier_3 />
<urn:Service_Type>Infrastructure Event</urn:Service_Type>
<urn:Status>New</urn:Status>
<urn:Action>CREATE</urn:Action>
<urn:Create_Request />
- <urn:Summary>
<xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
</urn:Summary>
- <urn:Notes>
Incident created by Oracle Enterprise Manager Remedy Service Desk Connector.
----------------------------------------------------------------------------- EM
User:
<xsl:value-of select="ns0:NotificationRuleOwner" />
Incident Information: Source Name:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjName" />
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjOwner) != ''">
Source Owner:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjOwner" />
</xsl:when>
</xsl:choose>
Source Type:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:SourceObjType" />
Source SubType:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:SourceObjSubType" />
Target Name:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetName" />
Target Type:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetType" />
Target Type Label:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetTypeLabel" />
Target URL:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetURL" />
- <!-- LIST ALL THE TARGET PROPERTIES
-->
Target Properties:
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
ns0:TargetProperty">
4-8 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Reading Ticket Templates
<xsl:text></xsl:text>
<xsl:value-of select="./ns0:Name" />
:
<xsl:value-of select="./ns0:Value" />
</xsl:for-each>
- <!-EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY,
SUCH AS "Line of Business"
<xsl:choose>
<xsl:when test="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
ns0:TargetProperty/ns0:Name='Line of Business'">
Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
/ns0:value"/>
</xsl:when>
</xsl:choose>
-->
Severity:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
Priority:
<xsl:value-of select="ns0:SystemAttributes/ns0:Priority" />
CreationDate:
<xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" />
LastUpdatedDate:
<xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" />
Owner:
<xsl:value-of select="ns0:SystemAttributes/ns0:Owner" />
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
Notification Rule:
<xsl:value-of select="ns0:NotificationRuleName" />
</xsl:when>
</xsl:choose>
URL:
<xsl:value-of select="ns0:SystemAttributes/ns0:IncidentURL" />
</urn:Notes>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or
(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
<urn:Urgency>1-Critical</urn:Urgency>
</xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
<urn:Urgency>2-High</urn:Urgency>
</xsl:when>
- <xsl:otherwise>
<urn:Urgency>3-Medium</urn:Urgency>
</xsl:otherwise>
</xsl:choose>
- <urn:Work_Info_Summary>
<xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
</urn:Work_Info_Summary>
- <urn:Work_Info_Notes>
Incident created by Oracle Enterprise Manager Remedy Service Desk Connector for
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
severity.
</urn:Work_Info_Notes>
<urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type>
<urn:Work_Info_Date />
Using Default Templates 4-9
Reading Ticket Templates
<urn:Work_Info_Source>System Assignment</urn:Work_Info_Source>
<urn:Work_Info_Locked />
<urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access>
<urn:Middle_Initial />
- <urn:ConnectorGUID>
<xsl:value-of select="ns0:ConnectorGUID" />
</urn:ConnectorGUID>
</urn:HelpDesk_Submit_Service>
</xsl:when>
- <xsl:otherwise>
- <urn:HelpDesk_Modify_Status_Service xmlns:urn="urn:HPD_IncidentInterface_WS">
<urn:Categorization_Tier_1 />
<urn:Categorization_Tier_2 />
<urn:Categorization_Tier_3 />
<urn:Closure_Manufacturer />
<urn:Closure_Product_Category_Tier1 />
<urn:Closure_Product_Category_Tier2 />
<urn:Closure_Product_Category_Tier3 />
<urn:Closure_Product_Model_Version />
<urn:Closure_Product_Name />
- <!-- EDIT THE Company TAG BELOW TO ADD A Company NAME THAT IS ASSOCIATED WITH
FIRST_NAME,LAST_NAME TAGS ON THE REMEDY
-->
<urn:Company>My Company</urn:Company>
- <urn:Summary>
<xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
</urn:Summary>
- <urn:Notes>
Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector.
--------------------------------------------------------------------------- EM
User:
<xsl:value-of select="ns0:NotificationRuleOwner" />
Incident Information: Source Name:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjName" />
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjOwner) != ''">
Source Owner:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:ObjOwner" />
</xsl:when>
</xsl:choose>
Source Type:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:SourceObjType" />
Source SubType:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:SourceObjInfo/ns0:SourceObjSubType" />
Target Name:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetName" />
Target Type:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetType" />
Target Type Label:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
ns0:TargetInfo/ns0:TargetTypeLabel" />
Target URL:
<xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/
4-10 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Reading Ticket Templates
ns0:TargetInfo/ns0:TargetURL" />
- <!-- LIST ALL THE TARGET PROPERTIES
-->
Target Properties:
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
ns0:TargetProperty">
<xsl:text></xsl:text>
<xsl:value-of select="./ns0:Name" />
:
<xsl:value-of select="./ns0:Value" />
</xsl:for-each>
- <!-EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY,
SUCH AS "Line of Business"
<xsl:choose>
<xsl:when test="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
ns0:TargetProperty/ns0:Name='Line of Business'">
Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
/ns0:value"/>
</xsl:when>
</xsl:choose>
-
-
-
-
-
-->
Severity:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
Priority:
<xsl:value-of select="ns0:SystemAttributes/ns0:Priority" />
CreationDate:
<xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" />
LastUpdatedDate:
<xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" />
Owner:
<xsl:value-of select="ns0:SystemAttributes/ns0:Owner" />
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
Notification Rule:
<xsl:value-of select="ns0:NotificationRuleName" />
</xsl:when>
</xsl:choose>
URL:
<xsl:value-of select="ns0:SystemAttributes/ns0:IncidentURL" />
</urn:Notes>
<xsl:choose>
<xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
<urn:Impact>1-Extensive/Widespread</urn:Impact>
</xsl:when>
<xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
<urn:Impact>2-Significant/Large</urn:Impact>
</xsl:when>
<xsl:otherwise>
<urn:Impact>3-Moderate/Limited</urn:Impact>
</xsl:otherwise>
</xsl:choose>
<urn:Incident_Number>
<xsl:value-of select="ns0:TicketID" />
</urn:Incident_Number>
<urn:Manufacturer />
<urn:Product_Categorization_Tier_1 />
Using Default Templates 4-11
Reading Ticket Templates
<urn:Product_Categorization_Tier_2 />
<urn:Product_Categorization_Tier_3 />
<urn:Product_Model_Version />
<urn:Product_Name />
<urn:Reported_Source>Systems Management</urn:Reported_Source>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
- <urn:Resolution>
Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due
to change in severity of the associated alert. Severity:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
Message:
<xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
</urn:Resolution>
</xsl:when>
- <xsl:otherwise>
<urn:Resolution />
</xsl:otherwise>
</xsl:choose>
<urn:Resolution_Category />
<urn:Resolution_Category_Tier_2 />
<urn:Resolution_Category_Tier_3 />
<urn:Resolution_Method />
<urn:Service_Type>Infrastructure Event</urn:Service_Type>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
<urn:Status>Resolved</urn:Status>
</xsl:when>
- <xsl:otherwise>
<urn:Status>Assigned</urn:Status>
</xsl:otherwise>
</xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
<urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason>
</xsl:when>
- <xsl:otherwise>
<urn:Status_Reason />
</xsl:otherwise>
</xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or
(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
<urn:Urgency>1-Critical</urn:Urgency>
</xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
<urn:Urgency>2-High</urn:Urgency>
</xsl:when>
- <xsl:otherwise>
<urn:Urgency>3-Medium</urn:Urgency>
</xsl:otherwise>
</xsl:choose>
<urn:Action>MODIFY</urn:Action>
<urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type>
<urn:Work_Info_Date />
<urn:Work_Info_Source>System Assignment</urn:Work_Info_Source>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
- <urn:Work_Info_Notes>
Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due
4-12 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Customizing Ticket Templates
to change in associated Incident:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
severity.
</urn:Work_Info_Notes>
</xsl:when>
- <xsl:when test="ns0:ReopenTicket = 'Yes'">
- <urn:Work_Info_Notes>
Incident reopened because the associated alert re-triggered within the grace
period:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
severity.
</urn:Work_Info_Notes>
</xsl:when>
- <xsl:otherwise>
- <urn:Work_Info_Notes>
Incident updated due to change in associated Incident:
<xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
severity.
</urn:Work_Info_Notes>
</xsl:otherwise>
</xsl:choose>
<urn:Work_Info_Locked>No</urn:Work_Info_Locked>
<urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access>
- <urn:Work_Info_Summary>
<xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
</urn:Work_Info_Summary>
- <urn:ConnectorGUID>
<xsl:value-of select="ns0:ConnectorGUID" />
</urn:ConnectorGUID>
</urn:HelpDesk_Modify_Status_Service>
</xsl:otherwise>
</xsl:choose>
</xsl:template>
</xsl:transform>
4.4 Customizing Ticket Templates
If the out-of-box ticket templates do not satisfy your requirements, you can modify
them. To do this, Oracle recommends that you use one of the existing templates as the
base template. Copy this ticket template to a new file, modify, and register the new
ticket template.
In most cases, when you modify the ticket template, you might only be changing the
mappings. The following examples illustrate this concept:
Example 4–2 Creating a Template to Mark the <Company/> Element to MyCompany
To create a template to mark the category to MyCompany,modify the following
attribute in the template:
<urn:Company>MyCompany</urn:Company>
Example 4–3 Altering the Message Type
If you only want the incident message to appear as a ticket summary instead of both
message and severity, modify the following attribute:
<urn:Summary><xsl:value-of select="ns0:Message"/></urn:Summary>
The templates are highly customizable. Oracle recommends that only users with
advanced knowledge of XSLT make complex changes.
Using Default Templates 4-13
Defining New Templates
You can use incident or event rules as a filter to associate proper ticket templates with
incidents. You can have as many tickets templates as desired. One incident or event
rule can have only one ticket template.
4.5 Defining New Templates
The out-of-box templates are based on the default
HPD:IncidentInterface_Create,HPD:IncidentInterface forms. If the new ticket
templates you define are based on these forms, Customizing Ticket Templates applies.
However, if you use a different form, you need to define a new ticket template.
Enterprise Manager Attributes
Table 4–3 provides the Enterprise Manager fields that you can map when using the
default Remedy Service Desk Web services:
Table 4–3
Enterprise Manager Attributes
Data Fields
Description
EMUser
■
■
For auto-ticketing, this is the incident rule owner.
For manual ticketing, this is the console user that triggered
the ticket creation.
HDUser
Service Desk user registered with the Connector; this is the same
as the user name specified for the WS authentication.
TicketID
Identifies the ticket associated with the current incident
(available after ticket creation).
ConnectorID
Identifies the connector that processed the incident and issued
the ticket creation or ticket update. This is the ID for the Remedy
Service Desk Connector.
TargetType
Type of target that the incident is associated with, such as host.
TargetName
Name of the target that the incident is associated with. For
example, Database1 or stadc40.us.oracle.com.
TargetProperties
TargetProperties store environmental or usage context
information specific to the target. For example, for Host Target,
the name /value pair of TargetProperties are:
■
Comment — Host running the management service and
repository.
■
Contact — John Doe
■
Deployment Type — Production
■
Line of Business — Development
■
Location — Redwood Shores
These are out-of-box user-defined target properties. If additional
target properties are added, they are displayed with ticket
information.
Summary
Description of the incident. For example: CPU Utilization is
100%, crossed warning (80) or critical (95) threshold.
Severity
Severity of the incident: critical, warning, clear, or
down.
CollectionTime
Timestamp of an incident occurrence.
IncidentURL
URL to the incident details page of the incident.
4-14 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Defining New Templates
Table 4–3 (Cont.) Enterprise Manager Attributes
Data Fields
Description
NotificationRuleName
Name of the incident rule that generated the notification during
auto-ticketing.
TargetTimezone
Timezone of the target associated with the incident.
ReopenTicket
Value Yes indicates that the incident is cleared since the last
update or creation, but is within the configured grace period.
Format for Creating Ticket Templates
To create ticket templates for custom Remedy forms, adhere to the following format:
Example 4–4 Template Format for Custom Remedy Forms
<?xml version='1.0' encoding='UTF-8'?>
<xsl:transform version="1.0"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform"
xmlns:ns0="http://xmlns.oracle.com/sysman/connector"
targetNamespace="http://xmlns.oracle.com/sysman/connector"
elementFormDefault="qualified">
<!--This template creates an incident type ticket with default categorization.
The ticket priority is based on event severity. On update,the ticket summary
is updated with the latest incident message and severity information.
-->
<xsl:template match="ns0:EMIncident">
<xsl:choose>
<xsl:when test="normalize-space(ns0:TicketID) = ''">
*[Insert your mappings from EMIncident into your custom Create Ticket Webservice
SOAP Document] *
</xsl:when>
<xsl:otherwise>
* [Insert your mappings from EMIncident schema into your Custom Update Ticket
Webservice SOAP Document]*
</xsl:otherwise>
</xsl:choose>
</xsl:template>
</xsl:transform>
Using Default Templates 4-15
Defining New Templates
4-16 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
5
Enabling SSL for HTTPS
Follow the steps provided in this section if you choose HTTPS as the protocol to
establish a connection between the external ticketing system and Enterprise Manager.
5.1 Generating a Certificate Request File
Generate a certificate request file for the external ticketing system and send it to the
Certificate authority, such as VeriSign.
The certificate request file is dependent on the Web server
used by the external ticketing system.
Note:
5.2 Importing the Certificate from the Certificate Authority
After you get the certificate, import it to the Web server the external ticketing system
uses. The import mechanism varies depending on the Web server the external
ticketing system uses.
Note: Make sure https://<webserver>:port is enabled and
working on the external ticketing system.
5.3 Importing the Server Certificate on Enterprise Manager
Import the Server certificate (the certificate you got from Certificate Authority) using
the following steps:
1.
Append the external Certificate Authority's certificate to:
$INSTANCE_HOME/sysman/config/b64LocalCertificate.txt
2.
Ensure that only the following is appended to the b64LocalCertificate.txt
file (that is, do not include blank lines or comments or any other special
characters):
-----BEGIN CERTIFICATE----<<<Certificate in Base64 format>>>
-----END CERTIFICATE-----
3.
Restart the OMS. Run the following commands:
emctl stop oms
emctl start oms
Enabling SSL for HTTPS 5-1
Importing the Server Certificate on Enterprise Manager
Note: Do not run the emctl secure oms/agent command after
adding the external certificate to the b64LocalCertificate.txt
file. If you run the emctl secure command later, then repeat the
steps 1 through 3 to make sure the external certificate exists on the
b64certificate.txt file.
5-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
6
Advanced Ticketing Configuration
6
6.1 Customizing to Support a Ticketing Inbound Operation
Ticketing Inbound is a new feature added in Enterprise Manager 12c. This feature
enables you to update the ticket status in Enterprise Manager for any ticket status
change on the Remedy Help Desk system.
When a ticket/incident, which is created by Enterprise Manager, is updated manually
in the Remedy Service Desk Incident Management console, the same ticket status is
updated on Enterprise Manager through EM CLI by using Remedy Active Links.
6.1.1 Steps to Set Up EM CLI
Install the Enterprise Manager EMCLI_Client on the same host that Remedy is
installed on. This will need to be able to communicate to your OMS.
1.
Log in to the Enterprise Manager console.
2.
Select Setup, then select Command Line Interface.
3.
Click the Download the EM CLI kit to your workstation link and download the
.jar file in the Remedy server.
4.
Follow the steps given in the page to install the EM CLI client on the Remedy
server.
EM CLI should be installed on the Remedy server in order to
communicate to your OMS.
Note:
6.1.2 ActiveLinks Customization
Invoking EM CLI is done by triggering Remedy Active links. Perform the following
steps in the following sections to customize ActiveLinks to call EM CLI.
6.1.2.1 ActiveLinks Customization for Remedy 7.1
1.
Log in to the Remedy administrator tool.
2.
Select ActiveLinks on the server window.
3.
Right-click and select New ActiveLink.
4.
Provide the following input on the Basic tag:
Advanced Ticketing Configuration 6-1
Customizing to Support a Ticketing Inbound Operation
a.
ActiveLink name on the Name Field. (Example. Update_ticket_status_OEM).
b.
Select Enable, Execution Order:250.
c.
Select Form Name:
HPD:HelpDesk,HPD:IncidentInterface,HPD:IncidentInterface_Create
d.
Select Execute On:
Submit,After Submit,After Modify,Menu/Row/Level Choice
e.
Select Field: Status
f.
Add Run if:
('ConnectorGUID' !=
5.
$NULL$ ) AND ( 'Status' <= "Closed")
Provide on - If Action tag.
a.
Select New Action: Message.
Text:
Invoking Active link To send ticket status to EM.
Type:
Note
Number: 10000
b.
Select New Action: Run Process. Enter the following on the command line:
"<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident
Number$" -connector_guid=$ConnectorGUID$ -status="$Status$" -last_updated_
date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"
the -date_format is the date format used in the ticketing
system (Remedy Help Desk).
Important:
This should be the same format of Reported Date/Last Modified
Date/Submit Date used in the HPD:HelpDesk or
HPD:IncidentInterface forms.
To get help about EM CLI arguments, enter help followed by the verb
name, as shown in the following example:
"<PATH OF EMCLI>\emcli.bat" help update_ticket_status
6.
Provide the necessary permissions for ActiveLink. For example, select Public or
Unrestricted Access.
7.
Save the ActiveLink.
6.1.2.2 ActiveLinks Customization for Remedy 7.5
1.
Log in to the BMC Remedy Developer Studio, then open a workspace.
2.
Select the Remedy instance from the pane that appears in the left side of the
window.
3.
Select All Objects, then Active Links.
4.
Right-click and select New ActiveLink.
5.
Click the Associated Forms tab, then add the HPD:Help Desk and
HPD:IncidentInterface form names.
6.
Select the Execution Options tab, then provide the following input:
6-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Uninstalling EM CLI
■
For State, select Enabled.
■
For Execution Order, provide a valid number (example: 990).
7.
Select Submit and Modify check boxes, and select Status for Field.
8.
Add Run if:
'ConnectorGUID' != $NULL$ ) AND ( 'Status' <= "Closed")
9.
Provide On - If Action tag:
a.
Select New Action: Message.
Text: Invoking Active link To send ticket status to EM.
Type: Note
Number: 10000
b.
Select New Action: Run Process, and enter the following input on the
command line:
"<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident
Number$" -connector_guid=$ConnectorGUID$ -status="$Status$" -last_updated_
date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"
The -date_format is the date format used in the ticketing
system (Remedy Help Desk). This should be the same format as
Reported Date/Last Modified Date/Submit Date used in the
HPD:HelpDesk or HPD:IncidentInterface forms.
Note:
10. Save and provide the ActiveLink name on the Name field. (Example:
Update_ticket_status_OEM)
11. Provide the necessary permissions for ActiveLink. For example, select Public or
Unrestricted Access.
6.1.3 Removing Customization to Support a Ticketing Inbound Operation
To remove the customization made to support a ticketing inbound operation, perform
the following steps for both BMC Remedy versions 7.1 and 7.5:
1.
Log in to the Remedy administrator tool.
2.
Select Active Links on the server window.
3.
Select Filtering Options and enter the name used for the Active Link during initial
configuration (for example, Update_ticket_status_OEM).
4.
Press Enter to search for the previously created Active Link.
5.
Right-click the Active Link and select Delete, and OK to confirm the deletion.
6.2 Uninstalling EM CLI
To uninstall the enterprise manager command line interface (emcli) perform the
following steps:
1.
Navigate to the emcli installation directory.
2.
Delete the emcli directory and all sub-directories from the system.
Advanced Ticketing Configuration 6-3
Uninstalling EM CLI
6-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
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