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Oracle® Enterprise Manager Installation and Configuration Guide for HP ServiceCenter Connector
Release 1.0.4.0.0

E12413-04
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1 Introduction to the Connector

The HP ServiceCenter Connector 1.0.4.0.0 integrates HP ServiceCenter Version 6.1 (HPSC) incident management with Enterprise Manager. Using this connector, you can create, update, reopen, and close an HP Service Incident (ticket) based on metric alerts in Enterprise Manager. The HP ServiceCenter Connector integrates Enterprise Manager with HP ServiceCenter through either an HTTP or HTTPS connection.

The following sections explain various HP ServiceCenter Connector concepts and requirements that you should understand before you start using the HP ServiceCenter Connector:

Types of Alerts

You can create, update, or close tickets based on only the following types of alerts in Enterprise Manager:

Auto Ticketing

Whenever an alert is triggered in Enterprise Manager, the HP ServiceCenter Connector can automatically open or update an incident ticket. You can specify the set of alerts for which tickets must be opened and the alert severity for which this should happen.

You can do this in Notification Rules, the user-defined rules that define the criteria by which notifications should be sent for alerts.

See Also:

"Configuring Notifications" in the Oracle Enterprise Manager Advanced Configuration Guide

After the ticket is opened, any subsequent change in alert severity updates the ticket. After the alert is cleared (severity is set to Clear), you can optionally close the ticket.

For auto-ticketing, you must specify in the notification rule the ticket template to be used when alerts specified in the ticket occur. A ticket template is displayed as a notification method in the notification rule.

Manual Ticketing

From the Enterprise Manager Grid Control console, you can manually open an incident ticket based on an open alert in Enterprise Manager. The HP ServiceCenter Connector populates the ticket with details based on the alert and the ticket template.

Ticket Templates

Ticket templates are transformation style sheets in XSLT format that transform Enterprise Manager alerts to ticket format before the requests are sent to the ServiceCenter application.

These templates specify how Enterprise Manager alert attributes can populate the fields of a ServiceCenter Incident. A ticket template helps in the mapping of Enterprise Manager Alert fields into ServiceCenter incident fields.

In Auto Ticketing, a notification method is created for each registered ticket template. The selected notification method determines which ticket template is used when a notification is sent out to the Connector. For manual ticketing, you have to select a ticket template before submitting a request to create a ticket. The Enterprise Manager installation for the ServiceCenter connector includes some out-of-box ticket templates to facilitate easy usage of this feature, but you can modify and extend templates as needed for your instance of the ServiceCenter connector.

Grace Period

The grace period provides you with a configuration to prevent the creation of a large number of tickets for frequently reoccurring alerts. For alerts that occur frequently within a relatively short time interval, it is often desirable to open and maintain one Incident ticket 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 of the same alert update (or reopen) an existing ticket for the alert instead of opening a new ticket.

For example, an alert triggers and a ticket is opened for it. If the grace period is one hour and the alert is cleared at 10:00 a.m., and if the same alert retriggers before 11:00 a.m. (one-hour grace period), the ticket that had been originally created for the alert is updated/reopened rather than creating a new ticket.

Versions Supported

This connector supports the following version of Enterprise Manager:

The base Enterprise Manager version number for the HP ServiceCenter Connector Release 1.0.4.0.0 is Enterprise Manager 10g Release 4.

Prerequisites

Before using the HP ServiceCenter Connector, ensure that you meet the following prerequisites: