Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

1 Introduction to the Connector

• Types of Alerts
• Auto Ticketing
• Manual Ticketing
• Ticket Templates
• Grace Period
• Versions Supported
• Prerequisites

2 Installing and Registering the Connector

• Installing the Connector
  • Removing the Remedy Connector
  • Adding the New HP Service Manager Connector
• Uninstalling the Connector
• Registering the Connector
• Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5
  • Registering Templates

3 Configuring the Connector

• Working with Ticket Templates
  • Registering Ticket Templates
  • Viewing Template Code
  • Removing Templates
  • Replacing Templates
  • Adding New Templates
  • Avoiding Notification Failures
• Configuring the Connector
• Configuring the HP Service Manager Web Console
• Testing the Connector
• Navigating Between Enterprise Manager and HP Service Manager
  • Navigating from Enterprise Manager to HP Service Manager
  • Navigating from HP Service Manager to Enterprise Manager

4 Using Out-of-Box Templates

• Out-of-Box HP Service Manager Templates
• Reading and Mapping Ticket Templates
• Customizing Ticket Templates

A Enabling SSL for HTTPS

• Generating and Importing a Certificate Request
• Installing and Configuring SSL
• Adding Signed Certificates to Wallet Manager

B Preventing HP Service Manager Update Issues

Index