This chapter provides the following information for installing or uninstalling the Siebel Connector, as well as switching from one console to the other:
Prerequisites
Installing the Connector
Uninstalling the Connector
Registering the Connector Descriptor
Registering Ticket Templates
Navigating Between Siebel HelpDesk and Enterprise Manager
Before using the Siebel Connector, ensure that you meet the following prerequisites:
Siebel HelpDesk 8.x is installed and configured.
Siebel HelpDesk Web services are up and running.
Perform the following steps to install the Siebel Connector:
Copy the file EMHelpdesk.jar
to the Oracle Management Service (OMS). In case of multiple OMSs, you have to copy the jar file for all OMSs.
Run the following command on all OMSes:
emctl extract_jar connector EMHelpdesk.jar Siebel_Connector $ORACLE_HOME
Files are extracted from the jar file to the following directory:
$ORACLE_HOME/sysman/connector/Siebel_Connector
Ensure that the following files are extracted:
SiebelDeploy.xml — Connector Descriptor
SiebelHelpdeskTemplate.xsl — Ticket Template
CreateResponse.xsl — Ticket Response Template
EMModel.xml — Alert Schema
After you install Enterprise Manager, when you access the Enterprise Manager console as a Super Administrator, you can see the Siebel Connector in the Management Connectors. See Chapter 3, "Configuring the Connector" for instructions.
To uninstall the Siebel Connector, select it in the Management Connectors page, then click Delete.
After you install the Siebel connector, register the connector descriptor file SiebelDeploy.xml
to describe the connector metadata and the configuration properties of the connector, such as Web service end points, authentication schema, and ticket URL pattern.
From the Oracle Management Server (OMS) host command window, run the following emctl
command from the $ORACLE_HOME/bin
directory:
emctl register_connector connector $ORACLE_HOME/sysman/connector/Siebel_Connector/SiebelDeploy.xml host port database_SID username password $ORACLE_HOME
Parameter | Description |
---|---|
|
Host name of the Enterprise Manager repository. |
|
Listener port of the repository. |
|
Repository database instance ID or service name if you are using RAC database as the repository. |
|
Specify |
|
Password for |
Ticket templates need to be registered before they are recognized in Enterprise Manager.
From the Oracle Management Server (OMS) host command window, run the following emctl
command from the $ORACLE_HOME/bin
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
Parameter | Description |
---|---|
|
Host name of the Enterprise Manager repository. |
|
Listener port of the repository. |
|
Repository database instance ID or service name if you are using RAC database as the repository. |
|
Specify |
|
Password for |
|
Connector type name you define in |
|
Connector name. This should be the same as the connector type name. For example, " |
|
An intuitive name for the ticket template to be displayed in Enterprise Manager. |
|
A short description for the ticket template. This description is also displayed in Enterprise Manager. |
The following sections explain how to switch from one console to the other.
In Enterprise Manager Grid Control, click the alert message to go to the metric details page for the alert.
In the Alert History table, locate the ticket ID link in the Last Comment column.
(If not found) Click the icon in the Details column to get more information about the alert.
On the page that appears, locate the ticket ID in the Alert Details table.
Click the ticket ID link. You are forwarded to the Siebel HelpDesk login page.
Provide valid Siebel account details.
The service request associated with this alert is displayed.
Note:
If you do not use Siebel Web console, uncheck the Enable web console option in Section 3.2.2, "Web Console Settings" so that the ticket ID is shown in plain text. Otherwise, it displays as a link that does not work.From the HelpDesk Service Request page (Figure 2–1), go to Description and copy the Event Page URL.
Search the URL using a Web browser.
The Enterprise Manager Grid Control login page is displayed.
Specify the Enterprise Manager username and password.
You are forwarded to the alert related to this service request.
Note:
View
privileges on the target on which the alert was raised.