This chapter provides the following information for setting up and configuring the Remedy Service Desk Connector and related tasks:
Configuring the Connector
Providing General Settings
Working with Ticket Templates
Perform the following steps for basic configuration:
As Super Administrator, from the Enterprise Manager console, click Setup.
The Overview of Setup page appears.
Click Management Connectors in the left pane.
The Management Connectors page appears. For the Remedy Service Desk Connector row, the Configured column should be blank, as shown in Figure 3–1.
Note:A check mark instead indicates that the Connector is already configured.
Click the Configure icon for the Remedy Service Desk Connector.
The General tab of the Configure Management Connector page appears, as shown in Figure 3–2.
Provide the required settings. See "Providing General Settings" for details.
The Management Connectors page reappears. The row for the Remedy Service Desk Connector should have a check mark in the Configured column.
Optional: To check for the available ticket templates, click the configure icon again.
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
emctl command from the
ORACLE_HOME/bin directory, where
ORACLE_HOME is the Oracle home directory of OMS.
If you choose HTTPS as the protocol to establish a connection between Remedy and Enterprise Manager, see Chapter 6, "Enabling SSL for HTTPS".
The Remedy Service Desk Connector communicates with the Service Desk through their Web services. Mandatory fields are indicated by an asterisk ( * ).
Web Service End Points — End points to
getTicket web services exposed by Remedy Service Desk. See Web Service Details for Default Templates in Appendix A for additional information.
You need to import HelpDesk_Query_Service_getIncident.def into your Remedy instance for a getTicket operation. By default on the Enterprise Manager Management Connector page, the web service endpoint for getTicket appears as HPD_IncidentInterface_get_WS. If you want to use the Remedy_DefaultCategory_AutoResolve.xsl template, you need to import HPD_IncidentInterface_CustomWS.def. Back up the HPD_IncidentInterface_WS web service before importing.The *def files are located here:$ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector
Remedy Username — User with the privilege to create, update, and query tickets in Remedy.
Remedy Password — Password associated with the supplied Remedy user.
Authentication — String that a Remedy administrator sets for additional security. Applies only if the Remedy Administrator has configured it on the Remedy AR server (optional).
Locale — Language of the Remedy system (optional).
Time Zone — Time zone of the Remedy AR System Server (optional).
Ticket Number — Enter a valid ticket number if you want to test the connection when you save the configuration.
If you do not enter a ticket number, no message appears on the Management Connectors page after you click OK and the configuration is saved.
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 you have saved the connector configuration before, specify incorrect Web service end points, and specify either a valid or invalid ticket number, the following message appears on the Management Connectors page after you click OK:
"Connection test failed. The configuration was not saved."
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.
The following sections provide information about registering, removing, replacing, and adding ticket templates.
You need to register ticket templates before they are recognized in Enterprise Manager. For Auto Ticketing, a notification method is created for each registered ticket template and a ticket is created and updated based on the ticket template associated with the selected notification method. For manual ticketing, registered ticket templates are available for selection.
All registered ticket templates are displayed in the Configure Management Connector Ticket Templates page. To register additional ticket templates that you create, see Section 1.2, "Installing the Connector".
See Also:Table 1–1, " emctl Parameters" on page 1E3
The ticket templates are in XSLT format. A basic knowledge of XSLT is required to understand the code.
Important:If the template you delete has a notification rule associated with it, ticketing will not work for this particular notification rule after the deletion.
Select the template and click Remove.
At the prompt, confirm the removal.
Before you exit the page, click OK for the deletion to take effect.
Note:Unless you click OK before you exit, the template is not deleted. The next time you go to the Ticket Template page, the templates reappear.
Though the ticket template is removed from the Enterprise Manager repository, it is still available on OMS in the Connector home directory. You can re-register the ticket template later if required.
Delete the ticket template.
Register the new template using