This chapter provides the following information for setting up and configuring the Siebel Connector and related tasks:
Configuring the Connector
Providing General Settings
Working with Ticket Templates
Re-registering Removed Connectors
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. The row for the ticketing connector should appear on this page.
Click the Configure icon for the connector that you just registered.
The General tab of the Configure Management Connector page appears (Figure 3–1).
Configure the following:
Web Service End Points
Web Console settings
See Section 3.2, "Providing General Settings" for details.
In the Configure Management Connector page, go to the Ticket Templates tab (Figure 3–2) and ensure that ticket templates are successfully loaded.
If you choose HTTPS as the protocol to establish a connection between MOM and Enterprise Manager, see Chapter 6, "Enabling SSL for HTTPS".
Web Service End Points — End points to
getTroubleTicket Web services exposed by Siebel HelpDesk.
Username — User with the privilege to create, update, and query tickets in Siebel. All service requests created through the connector are generated using this user account.
Password — Password associated with the supplied Siebel user.
Web Console settings are required if you want the connector to provide links from Enterprise Manager to the Siebel Help Desk application user interface. These links are the User Interface navigational links from Enterprise Manager to the Siebel Help Desk application user interface.
To enable this functionality, provide the following Web console settings.
Enable web console — Check this box to enable launching of the Siebel Service Request page within the context from Enterprise Manager.
HelpDesk Host— Siebel HelpDesk host name. Provide the machine name and port details of the Web server that hosts the Siebel Application User Interface (and not the details of Web services or the database server).
The following sections provide information about viewing, removing, replacing, and adding ticket templates. Use the Configure Management Connector Ticket Templates page (Figure 3–2) to perform any of the activities described in the following sections.
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, the notification fails.
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
The Siebel Connector is automatically registered when Enterprise Manager is installed. However, you may remove this connector at some point and then want to subsequently re-register it.
To re-register a connector that has been removed:
Run the following command on all Oracle Management Servers:
emctl extract_jar connector EMHelpdesk.jar Siebel_Connector $ORACLE_HOME
Files are extracted from the jar file to the following directory:
emctl register_connector connector $ORACLE_HOME/sysman/connector/ Siebel_Connector/SiebelDeploy.xml host port database_SID username password $ORACLE_HOME
Run the following
emctl command from the same directory:
emctl register_ticket_template connector $ORACLE_HOME/sysman/connector/Siebel_Connector/siebelTemplates/SiebelHelpdeskTemplate.xsl host port database_SID username password connector_type_name connector_name template_name template_description
Note:For multiple Oracle Management Servers, you only need to register the connector once from any of the Oracle Management Servers.