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Oracle® Enterprise Manager Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Release 1.1.5.0.0

E14753-03
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6 Enabling SSL for HTTPS

Follow the instructions provided in the following sections if you choose HTTPS as the protocol to establish a connection between the Remedy AR server and Enterprise Manager.

Generating a Certificate Request File

Generate a certificate request file for the Remedy AR server and send it to the Certificate authority, such as VeriSign.

Note:

The certificate request file is dependent on the Web server that Remedy uses.

Adding Signed Certificates to Wallet Manager

Note:

Oracle Wallet Manager is available at $ORACLE_HOME/bin on OMS. See the Oracle Application Server Administrator's Guide for details.

Do the following on Enterprise Manager:

  1. As Super Administrator, create a wallet using the following orapki utility command at the OMS host:

    orapki wallet create -wallet client -auto_login

    Note:

    orapki is available at $ORACLE_HOME/bin on OMS.
  2. Add the trusted certificate to the wallet by entering the following command:

    orapki wallet add -wallet client -trusted_cert -cert verisignCert.cer

  3. To view the content of the wallet, enter the following command:

    orapki wallet display -wallet client

    Ensure that ewallet.p12 is available.

  4. In Oracle Wallet Manager, open the client certificate ewallet.p12.

  5. Go to Select Trusted Certificates and select Operations on the main menu.

  6. Select Export All Trusted Certificates.

  7. Save the file as certdb.txt.

  8. Place the file certdb.txt in the connector home root directory ($OMS_HOME/sysman/connector).

    If the file certdb.txt already exists in the root directory, open the file and add the contents of your certdb.txt to the existing content.

    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 are not importing HelpDesk_Query_Service_getIncident.def, you need to modify the web service name in the web service endpoint with your custom web service name.

    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. You can get this file from the $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector directory.

Now Java SSL can use this file for communication between Enterprise Manager and the Remedy AR server in HTTPS mode.

See Also:

For information on creating a wallet, see "Creating and Viewing Oracle Wallets with orapki" in the Oracle Database Advanced Security Administrator's Guide, 10g Release 2 (10.2).

Importing the Certificate from the Certificate Authority

After you get the certificate, import it to the Web server that Remedy uses. The import mechanism varies depending on the Web server that the Remedy Service Desk uses.

Adding Signed Certificates to Wallet Manager

Note:

Oracle Wallet Manager is available at $ORACLE_HOME/bin on OMS. See the Oracle Application Server Administrator's Guide for details.

Do the following on Enterprise Manager:

  1. As Super Administrator, create a wallet using the following orapki utility command at the OMS host:

    orapki wallet create -wallet client -auto_login

    Note:

    orapki is available at $ORACLE_HOME/bin on OMS.
  2. Add the trusted certificate to the wallet by entering the following command:

    orapki wallet add -wallet client -trusted_cert -cert verisignCert.cer

  3. To view the content of the wallet, enter the following command:

    orapki wallet display -wallet client

    Ensure that ewallet.p12 is available.

  4. In Oracle Wallet Manager, open the client certificate ewallet.p12.

  5. Go to Select Trusted Certificates and select Operations on the main menu.

  6. Select Export All Trusted Certificates.

  7. Save the file as certdb.txt.

  8. Place the file certdb.txt in the connector home root directory ($OMS_HOME/sysman/connector).

    If the file certdb.txt already exists in the root directory, open the file and add the contents of your certdb.txt to the existing content.

    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 are not importing HelpDesk_Query_Service_getIncident.def, you need to modify the web service name in the web service endpoint with your custom web service name.

    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. You can get this file from the $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector directory.

Now Java SSL can use this file for communication between Enterprise Manager and the Remedy AR server in HTTPS mode.

See Also:

For information on creating a wallet, see "Creating and Viewing Oracle Wallets with orapki" in the Oracle Database Advanced Security Administrator's Guide, 10g Release 2 (10.2).