Contents

List of Figures

List of Tables

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

1 Introduction to the Connector

• Auto Ticketing
• Manual Ticketing
• Ticket Templates
• Grace Period

2 Installing and Uninstalling the Connector

• Prerequisites
• Installing the Connector
• Uninstalling the Connector
• Registering the Connector Descriptor
• Registering Ticket Templates
• Navigating Between Siebel HelpDesk and Enterprise Manager
  • Navigating from Enterprise Manager to Siebel
  • Navigating from Siebel HelpDesk to Enterprise Manager

3 Configuring the Connector

• Configuring the Connector
• Providing General Settings
  • Connection Settings
  • Web Console Settings
  • Grace Period
• Working with Ticket Templates
  • Viewing Template Code
  • Removing a Template
  • Replacing Templates
  • Adding New Templates
• Re-registering Removed Connectors

4 Creating Siebel Service Requests

• Automatically Creating Service Requests
• Manually Creating Service Requests

5 Reading Ticket Templates

6 Enabling SSL for HTTPS

• Generating a Certificate Request File
• Importing the Certificate from the Certificate Authority
• Adding Signed Certificates to Wallet Manager

A Connector Tips

• Recommended Protocol
• Supported Alerts
• Notification Failure
• Customizing Ticket Templates
• Customizing the Connector Descriptor

Index