This appendix provides various tips that might help you to use Remedy Service Desk Connector more effectively.
Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and Remedy AR server.
Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems.
This release supports the following types of alerts:
Metric alerts
Availability alerts
Notification is blocked for processing if the notification device is down due to any issues. For instance, the Remedy AR server is down, the Remedy configuration on Enterprise Manager is wrong, or the ticket is removed in Remedy.
Notification failure on one target impacts all other targets of the same target type for which the rule applies. That is, subsequent notifications are blocked until the issue is fixed or the maximum retrials fail.
Note:
The maximum retrial period is one day.Worklog is a history option in the Remedy ticket that lets you maintain an alert history in the ticket. The Remedy default Web services do not allow modification of this option.
To use worklog, perform the following steps before using the Remedy Connector:
In the Remedy AR server, import the Web service definition HelpDesk_Modify_Service_w_Worklog.def from the Remedy Connector home directory ($OMS_HOME/sysman/connector_Remedy_Connector).
See Also:
Section "Importing Object Definitions" in the Remedy Remedy AR System Server product manual Remedy Action Request System 6.3 - Developing AR System Applications: AdvancedConfigure the Connector to use the HelpDesk_Modify_Service_w_Worklog Web service by setting the Update Ticket endpoint accordingly.
Import all packaged work log templates (select the files with names ending in Wlog.xsl)using the emctl command provided in "Registering Ticket Templates" on page 3E6.
The following sections provide information about the Web services that you require depending on the ticket template you choose.