Contents

List of Examples

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
• Navigating Between Remedy and Enterprise Manager
  • Navigating from Remedy to Enterprise Manager
  • Navigating from Enterprise Manager to Remedy

3 Configuring the Connector

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

4 Creating Remedy Trouble Tickets

• Automatically Creating a Trouble Ticket
• Manually Creating a Trouble Ticket

5 Using Default Templates

• Template Process
• Reading Ticket Templates
• Mapping the Fields
• Customizing Ticket Templates
• Defining New 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
• Using Worklog
• Web Service Details
  • Details for Default Templates (without Worklog support)
  • Details for Worklog Templates

Index