Installation And Configuration Guide For BMC Remedy Service Desk 7 .
Oracle Enterprise ManagerInstallation and Configuration Guide for BMC Remedy ServiceDesk 7 ConnectorRelease 1.1.5.0.0E14753-03August 2009
Oracle Enterprise Manager Installation and Configuration Guide for BMC Remedy Service Desk 7Connector, Release 1.1.5.0.0E14753-03Copyright 2009, Oracle and/or its affiliates. All rights reserved.Primary Author:Leo CloutierThis software and related documentation are provided under a license agreement containing restrictions onuse and disclosure and are protected by intellectual property laws. Except as expressly permitted in yourlicense agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license,transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverseengineering, disassembly, or decompilation of this software, unless required by law for interoperability, isprohibited.The information contained herein is subject to change without notice and is not warranted to be error-free. Ifyou find any errors, please report them to us in writing.If this software or related documentation is delivered to the U.S. Government or anyone licensing it onbehalf of the U.S. Government, the following notice is applicable:U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical datadelivered to U.S. Government customers are "commercial computer software" or "commercial technical data"pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. Assuch, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions andlicense terms set forth in the applicable Government contract, and, to the extent applicable by the terms ofthe Government contract, the additional rights set forth in FAR 52.227-19, Commercial Computer SoftwareLicense (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.This software is developed for general use in a variety of information management applications. It is notdeveloped or intended for use in any inherently dangerous applications, including applications which maycreate a risk of personal injury. If you use this software in dangerous applications, then you shall beresponsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe useof this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use ofthis software in dangerous applications.Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarksof their respective owners.This software and documentation may provide access to or information on content, products, and servicesfrom third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim allwarranties of any kind with respect to third-party content, products, and services. Oracle Corporation andits affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use ofthird-party content, products, or services.
ContentsPreface . vAudience.Documentation Accessibility .Related Documents .Conventions .1Installing and Uninstalling the ConnectorPrerequisites.Installing the Connector .Uninstalling the Connector .Navigating Between Remedy and Enterprise Manager.Navigating from Remedy to Enterprise Manager.Navigating from Enterprise Manager to Remedy.21-11-11-41-41-41-5Introduction to the ConnectorAuto Ticketing .Manual Ticketing .Ticket Templates.Grace Period .Versions Supported.3vvvivi2-12-22-22-22-2Configuring the ConnectorConfiguring the Connector.Providing General Settings .Connection Settings .Web Console Settings .Grace Period.Working with Ticket Templates.3-13-33-33-43-43-5
Registering Ticket Templates .Viewing Template Code.Removing a Template.Replacing Templates.Adding New Templates .43-53-53-53-53-6Creating Remedy TicketsAutomatically Creating a Ticket. 4-1Manually Creating a Ticket . 4-35Using Default TemplatesTemplate Process . 5-1Reading Ticket Templates. 5-2Mapping the Fields . 5-21Customizing Ticket Templates . 5-28Defining New Templates. 5-296Enabling SSL for HTTPSGenerating a Certificate Request File .Adding Signed Certificates to Wallet Manager .Importing the Certificate from the Certificate Authority.Adding Signed Certificates to Wallet Manager.6-16-16-26-2A Connector TipsRecommended Protocol . A-1Supported Alerts . A-1Web Service Details for Default Templates . A-1Index
PrefaceThis Connector Installation and Configuration guide provides the information that yourequire to install and configure Management Connectors that integrate EnterpriseManager with other management tools and help desk systems.AudienceThis guide is written for Oracle Database system administrators who want to installand configure Management Connectors to enable integration between EnterpriseManager and other systems.You should already be familiar with Oracle Enterprise Manager.Documentation AccessibilityOur goal is to make Oracle products, services, and supporting documentationaccessible to all users, including users that are disabled. To that end, ourdocumentation includes features that make information available to users of assistivetechnology. This documentation is available in HTML format, and contains markup tofacilitate access by the disabled community. Accessibility standards will continue toevolve over time, and Oracle is actively engaged with other market-leadingtechnology vendors to address technical obstacles so that our documentation can beaccessible to all of our customers. For more information, visit the Oracle AccessibilityProgram Web site y of Code Examples in DocumentationScreen readers may not always correctly read the code examples in this document. Theconventions for writing code require that closing braces should appear on anotherwise empty line; however, some screen readers may not always read a line of textthat consists solely of a bracket or brace.Accessibility of Links to External Web Sites in DocumentationThis documentation may contain links to Web sites of other companies ororganizations that Oracle does not own or control. Oracle neither evaluates nor makesany representations regarding the accessibility of these Web sites.TTY Access to Oracle Support ServicesTo reach Oracle Support Services, use a telecommunications relay service (TRS) to callOracle Support at 1.800.223.1711.v
Related DocumentsFor more information, see the following books in the Oracle Enterprise Managerdocumentation set: Oracle Enterprise Manager Integration Guide Oracle Database 2 Day DBA Oracle Enterprise Manager Concepts Oracle Enterprise Manager Quick Installation Guide Oracle Enterprise Manager Grid Control Installation and Basic Configuration Oracle Enterprise Manager Advanced Configuration Oracle Enterprise Manager Metric Reference Manual Oracle Enterprise Manager Command Line Interface Extending Oracle Enterprise ManagerThe latest versions of this and other Oracle Enterprise Manager documentation can befound oem.htmlOracle Enterprise Manager also provides extensive online help. Click Help on anyOracle Enterprise Manager page to display the online Help system.Printed documentation is available for sale in the Oracle Store athttp://oraclestore.oracle.com/To download free release notes, installation documentation, white papers, or othercollateral, please visit the Oracle Technology Network (OTN). You must register onlinebefore using OTN; registration is free and can be done athttp://otn.oracle.com/membership/If you already have a user name and password for OTN, then you can go directly tothe documentation section of the OTN Web site he following text conventions are used in this document:viConventionMeaningboldfaceBoldface type indicates graphical user interface elements associatedwith an action, or terms defined in text or the glossary.italicItalic type indicates book titles, emphasis, or placeholder variables forwhich you supply particular values.monospaceMonospace type indicates commands within a paragraph, URLs, codein examples, text that appears on the screen, or text that you enter.
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1Installing and Uninstalling the ConnectorThe Remedy Service Desk connector is packaged as a single jar file,remedy service desk connector.jar, that you can deploy by using theEnterprise Manager emctl command. There can be only one ticketing connector inOracle Enterprise Manager.This chapter provides the following information for installing or uninstalling theRemedy Service Desk Connector, as well as switching from one console to the other: Prerequisites Installing the Connector Uninstalling the Connector Navigating Between Remedy and Enterprise Manager1.1 PrerequisitesBefore using Remedy Service Desk Connector, ensure that you meet the followingprerequisites: Remedy Service Desk IT Service Management 7.0.03 with the latest IncidentManagement patch, “IT Service Management Patch 008” is installed andconfigured.Remedy Service Desk web services are up and running. See Web Service Detailsfor Default Templates in Appendix A.Before proceeding to the next section, do the following:1.Click the Setup link in the upper right corner of the Oracle Enterprise Managerconsole.2.Click the Management Connectors link in the left column of the Overview ofSetup page.3.Remove any ticketing connector you may have.1.2 Installing the ConnectorPerform the following steps to install the connector:1.Copy remedy service desk connector.jar to ORACLE HOME/sysman/connector on the server hosting your OMS. Formultiple OMSes, you need to copy the .jar file for all OMSes.Installing and Uninstalling the Connector1-1
Installing the Connector2.Run the following emctl command on all OMSes if you have a multi-OMSenvironment: ORACLE HOME/bin/emctl extract jar connector –jar jarfile -cname connector name This extracts the .jar file to this folder: ORACLE HOME/sysman/connector/Remedy Service Desk Connector/For example:emctl extract jar connector -jar remedy service desk connector.jar-cname "Remedy Service Desk Connector"3.Deploy the connector by running the following emctl command. You only needto run this step on one OMS. ORACLE HOME/bin/emctl register connector connector -dd connectorType.xml -cs // server : port / dbSID -repos user username -repos pwd password For example:emctl register connector connector -dd ORACLE HOME/sysman/connector/Remedy Service Desk Connector/RemedyDeploy.xml-cs // emhost: dbport/ dbSID -repos user sysman -repos pwd repospwdThe Remedy Service Desk Connector should now appear in the ManagementConnector page with version 1.1.5.0.0.Registering the Ticket TemplatesThere are three default templates: Remedy DefaultCategory AutoResolve.xsl Remedy DefaultCategory AutoClose.xsl Remedy DefaultCategory.xslSee Section 5.1, "Template Process" on page 5-1 for detailedinformation about these templates.Tip:Perform the following steps to register these templates as well as others:1.For each template above, run the following emctl register ticket templateconnector command as a user with execute privilege on emctl and the ability toread the ticket template: ORACLE HOME/bin/emctl register ticket template connector–t ticketTemplate.xsl -cs // server : port / dbsid/servicename for RAC DB -repos user username -repos pwd password -ctname connectorTypeName -cname connectorName -iname internalName -tname templateName -ttype 2 -d description See Table 1–1 for descriptions of the command parameters.2.Run the same command for each of the following templates: createTicketResponse.xsl — Specify ttype 1, iname createTicket getTicket response.xsl — Specify ttype 1, iname getTicket getTicket request.xsl — Specify ttype 2, iname getTicket1-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Installing the ConnectorFor templates Remedy DefaultCategory AutoResolve.xsl, Remedy DefaultCategoryAutoClose.xsl and Remedy DefaultCategory.xsl, the internal name can be the filenames. For the other templates, the inames are fixed.These templates are located in the following directory: ORACLE HOME/sysman/connector/Remedy Service Desk Connector3.Continue with the registration process by running this command for everyRemedy template that is shipped as part of the connector. For multiple OMSinstallations, you need to run this command only once from any of the OMSes.emctl ParametersTable 1–1 provides descriptions for the parameters shown in the emctl commandabove.Table 1–1emctl ParametersParameterDescriptioncsConnect string. Specify as "// emHost: dbPort/ dbSID”,where, emHost is the server, dbPort is the port, and dbSID isthe database session identifier.serverHost name of the Enterprise Manager repository.portListener port of the repository.database sid/ ServiceName for RAC DBRepository database instance ID or service name if you are usingRAC database as the repository.repos userSpecify SYSMAN.repos pwdPassword for SYSMAN.ctnameConnector type name — Specify "Remedy Service DeskConnector". The double quotes ("") are mandatory.cnameConnector name — Specify "Remedy Service DeskConnector". The double quotes ("") are mandatory.inameInternal name — Depending on the template, the values can beRemedy DefaultCategory AutoResolve.xsl, RemedyDefaultCategory AutoClose.xsl, or createTicket,getTicket.tnameTemplate name — Depending on the template, the values can beCreate Ticket Response, Get Ticket Request, GetTicket Response,or a value defined by the user.ttypeTemplate type — Specify 1 for inbound transformation and 2 foroutbound transformation.descriptionShort description for the ticket template. This description is alsodisplayed in Enterprise Manager.Registration ExampleExample 1–1 shows template registration for the Remedy DefaultCategoryAutoResolve.xsl template.Example 1–1 Ticket Template Registrationemctl register template connector -t " ORACLE HOME/sysman/connector/Remedy Service Desk Connector/templates/Remedy DefaultCategory AutoResolve.xsl"-cs "// emHost: dbPort/ dbSID" -repos user sysman -ctname "Remedy Service DeskConnector" -cname "Remedy Service Desk Connector"Installing and Uninstalling the Connector1-3
Uninstalling the Connector-tname "Remedy DefaultCategory AutoResolve.xsl"-iname "Remedy DefaultCategory AutoResolve.xsl" -ttype 2-d "template creates a ticket with priority based on event severity. It sets theticket to 'resolved' if the event severity clears" -repos pwd repos pwdThe following table lists the properties of each template for the Remedy Service DeskConnector.Table 1–2Template PropertiesTemplateTypeTemplateTemplate NameInternal NameRemedy DefaultCategoryAutoResolve.xsl Defined by the users RemedyDefaultCategoryAutoResolve.xsl2Remedy DefaultCategoryAutoClose.xsl Defined by the users RemedyDefaultCategoryAutoClose.xsl2Remedy DefaultCategory.xsl Defined by the users RemedyDefaultCategory .xsl2createTicketResponse.xslCreate Ticket ResponsecreateTicket1getTicket request.xslGet Ticket RequestgetTicket2getTicket response.xslGet Ticket ResponsegetTicket11.3 Uninstalling the ConnectorTo uninstall the connector, do the following:1.Click the Setup link in the upper right corner of the Oracle Enterprise Managerconsole.2.Click the Management Connectors link in the left column of the Overview ofSetup page.3.Select the connector, then click Delete.1.4 Navigating Between Remedy and Enterprise ManagerThe following sections explain how to switch from one console to the other.1.4.1 Navigating from Remedy to Enterprise ManagerFrom a ticket page, click the link in the Notes field to the Alert Details page in theticket message body, as shown in Figure 1–1. This action takes you to the EnterpriseManager console login page. After you provide the Enterprise Manager user name andpassword, you are forwarded to the alert related to this ticket.The Enterprise Manager user whose name you specify shouldat least have View privileges on the target on which the alert wasraised.Note:1-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Navigating Between Remedy and Enterprise ManagerFigure 1–1 Alert Details in the Remedy Console1.4.2 Navigating from Enterprise Manager to Remedy1.In the Enterprise Manager console, click the alert message to go to the metricdetails page for the alert.2.In the Alert History table, locate the ticket ID link in the Last Comment column.3.(If not found) Click the icon in the Details column to get more information aboutthe alert.4.On the page that appears, locate the ticket ID in the Alert Details table.5.Click the ticket ID link. You are forwarded to the Remedy Web console login page.6.Provide valid Remedy account details.The ticket page associated with this alert is displayed.If you do not use the Remedy Web console, uncheck theEnable web console option in the Web Console Settings section so thatticket ID is shown in plain text. Otherwise, it is displayed as a link thatdoes not work.Note:Installing and Uninstalling the Connector1-5
Navigating Between Remedy and Enterprise Manager1-6 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
2Introduction to the ConnectorThe Oracle Management Connector for BMC Remedy Service Desk 7 integrates BMCRemedy Service Desk v7 with Enterprise Manager through either an HTTP or HTTPSconnection. Using this connector, you can create, update, close, or reopen a ticketbased on the following types of alerts in Enterprise Manager. The connector alsosupports job availability events (that is, job failed and job suspended). Metric alertsAvailability alerts (includes alerts for Up, Down, Blackout Started,Blackout Ended, Agent Unreachable, and Agent UnreachableResolved)Note that the term ticket refers to a Remedy incident.The following sections explain various Remedy Service Desk Connector concepts thatyou must understand before you start using the Remedy Service Desk Connector. Auto Ticketing Manual Ticketing Ticket Templates Grace Period2.1 Auto TicketingWhenever an alert is triggered or changes in state in Enterprise Manager, the RemedyService Desk Connector can automatically open or update a ticket. You can specify theset of alerts for which tickets must be opened and the alert severity for which thisshould happen.You can do this in Notification Rules, the user-defined rules that define the criteria bywhich notifications should be sent for alerts."Configuring Notifications" in the Oracle EnterpriseManager Advanced Configuration GuideSee Also:After the ticket is opened, any subsequent update of the alert, such as a change in alertseverity, updates the ticket. After the alert is cleared (severity is set to Clear), you canoptionally close the ticket.See Also:Section 4.1, "Automatically Creating a Ticket"For Job alerts, this release of the connector for BMC Remedy Service Desk 7 supportscreating, updating, or closing tickets for Jobs executed by Oracle Enterprise Manager.Introduction to the Connector2-1
Manual TicketingTickets are created/updated and closed, for jobs with various Status changes likeError, Failed, Suspended, Succeeded.2.2 Manual TicketingFrom the Enterprise Manager console, you can manually open a Remedy ticket basedon an open alert in Enterprise Manager. The Remedy Service Desk Connectorpopulates the ticket with details based on the alert and the ticket template selected.See Also:Section 4.2, "Manually Creating a Ticket"2.3 Ticket TemplatesTicket templates are XML transformation style sheets that transform EnterpriseManager alerts to a ticket format before the requests are sent to Remedy Service Desk.A ticket template specifies how Enterprise Manager alert attributes can populate thefields of a Remedy ticket.In Auto Ticketing, a notification method is created for each registered ticket template.The selected notification method determines which ticket template is used when anotification is sent out to the Connector. In the case of manual ticketing, you have toselect a ticket template before submitting a request to create the ticket.The Remedy Service Desk Connector includes some out-of-box default tickettemplates. You may want to customize the templates to suit your needs.See Also:Chapter 5, "Using Default Templates"2.4 Grace PeriodThe grace period provides you with a configuration to prevent the creation of a largenumber of tickets for frequently reoccurring alerts. For alerts that occur frequentlywithin a relatively short time interval, it is often desirable to open and maintain aticket that tracks each occurrence of the alert instead of separate tickets each time.For recurring alerts, the grace period is a time period during which reoccurrences ofthe same alert update (or re-open) an existing ticket for the alert, rather than create anew ticket.For example, an alert triggers and a ticket is opened for it. If the grace period is onehour and the alert is cleared at 10:00 a.m., and if the same alert retriggers before 11:00a.m. (one-hour grace period), the original ticket will be updated/reopened.In Remedy, after a ticket is set to a Closed status, it cannot bereopened. Consequently, an alert that re-triggers within the graceperiod cannot reopen the ticket but only annotate it. If you want toreopen a ticket for alert occurrences that fall within the grace period,set the ticket status to Resolved instead of Closed when the alertclears. This enables the Remedy Service Desk Connector to reopen theticket if the same alert reoccurs within the grace period.Note:2.5 Versions SupportedThe base Enterprise Manager version number for the BMC Remedy Service Desk 7Connector Release 1.1.5.0.0 is Enterprise Manager 10g Release 5.2-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Versions SupportedIntroduction to the Connector2-3
Versions Supported2-4 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
3Configuring the ConnectorThis chapter provides the following information for setting up and configuring theRemedy Service Desk Connector and related tasks: Configuring the Connector Providing General Settings Working with Ticket Templates3.1 Configuring the ConnectorPerform the following steps for basic configuration:1.As Super Administrator, from the Enterprise Manager console, click Setup.The Overview of Setup page appears.2.Click Management Connectors in the left pane.The Management Connectors page appears. For the Remedy Service DeskConnector row, the Configured column should be blank, as shown in Figure 3–1.A check mark instead indicates that the Connector is alreadyconfigured.Note:Configuring the Connector3-1
Configuring the ConnectorFigure 3–1 Management Connectors Page3.Click the Configure icon for the Remedy Service Desk Connector.The General tab of the Configure Management Connector page appears, as shownin Figure 3–2.4.Provide the required settings. See "Providing General Settings" for details.5.Click OK.The Management Connectors page reappears. The row for the Remedy ServiceDesk Connector should have a check mark in the Configured column.6.Optional: To check for the available ticket templates, click the configure iconagain.7.Click the Ticket Templates tab.All out-of-box ticket templates should appear in the table.If any of the ticket templates are missing, you can register them using the emctlcommand from the ORACLE HOME/bin directory, where ORACLE HOME is the Oraclehome directory of OMS.If you choose HTTPS as the protocol to establish a connection between Remedy andEnterprise Manager, see Chapter 6, "Enabling SSL for HTTPS".3-2 Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Providing General SettingsFigure 3–2 Configure Management Connector Page3.2 Providing General SettingsThe following sections explain how to provide various configuration details.3.2.1 Connection SettingsThe Remedy Service Desk Connector communicates with the Service Desk throughtheir Web services. Mandatory fields are indicated by an asterisk ( * ). Web Service End Points — End points to createTicket, updateTicket, andgetTicket web services exposed by Remedy Service Desk. See Web ServiceDetails for Default Templates in Appendix A for additional information.You need to import HelpDesk Query Service getIncident.def into your Remedyinstance for a getTicket operation. By default on the Enterprise ManagerManagement Connector page, the web service endpoint for getTicket appears asHPD IncidentInterface get WS.If you want to use the Remedy DefaultCategory AutoResolve.xsltemplate, you need to import HPD IncidentInterface CustomWS.def. Backup the HPD IncidentInterface WS web service before importing.The *def files are located here: ORACLE HOME/sysman/connector/Remedy Service Desk ConnectorConfiguring the Connector3-3
Providing General Settings Remedy Username — User with the privilege to create, update, and query ticketsin Remedy.Remedy Password — Password associated with the supplied Remedy user.Authentication — String that a Remedy administrator sets for additiona
Before using Remedy Service Desk Connector, ensure that you meet the following prerequisites: Remedy Service Desk IT Service Management 7.0.03 with the latest Incident Management patch, "IT Service Manage ment Patch 008" is installed and configured. Remedy Service Desk web services are up and running. See Web Service Details
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