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Oracle® Enterprise Manager Installation and Configuration Guide for CA Service Desk Connector
Release 1.0.5.1.0

E16519-02
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A Connector Tips

This section provides various tips that might help you to use CA Service Desk Connector more effectively.

Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and the CASD Adapter. Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems.

Supported Alerts

This release supports the following types of alerts:

Enabling Debug in Enterprise Manager

To enable debug logging information:

  1. Edit the emomslogging.properties file using a text editor. The file is located in the following directory where <ORACLE_HOME> is the Oracle installation directory:

    <ORACLE_HOME>/oms10g/sysman/config

  2. Set the parameters as follows:

    log4j.appender.emlogAppender.Threshold = DEBUG log4j.rootCategory=DEBUG,emlogAppender,emtrcAppender

  3. After setting the debug logging parameters, restart the OMS by opening a command window, changing the working directory to <ORACLE_HOME>/oms10g/bin, and issuing the following commands:

    emctl stop oms

    emctl start oms

Changing the Default Adapter Port

In most cases, you can use the default port numbers that the CASD Adapter uses. However, if there are any conflicts with existing applications, you need to change the port numbers.

8082 is the default port number for HTTP communication, and 8443 is the default port for HTTPS communication. To change the port number, perform the following steps on the system where the CASD Adapter is installed. Replace the <dir> in this example with the directory where the adapter is installed.

  1. Open a command prompt window and change the working directory to:

    <dir>/adapters/conf

  2. Make a backup copy of the framework.properties file.

  3. Enter the following commands to configure the adapter to use a different port where <prot> is the protocol (HTTP or HTTPS) and <newPort> is the new port number:

    ..\bin\propertiesEditor.bat -p services.url=<prot>://localhost:<newPort>/services framework.properties

    ..\bin\propertiesEditor.bat -p notification.url=<prot>://localhost:<newPort>/services/notification framework.properties

    ..\bin\propertiesEditor.bat -p acquisitionevent.url=<prot>://localhost:<newPort>/services/acquisition-event framework.properties

    The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

  4. If the protocol being used is HTTPS, additional changes are required. Perform the following steps to complete the additional requirements.

    • Copy the framework.xml file from the <dir>/adapters/endpoints/ca-usd directory to the <dir>/adapters/conf directory.

    • Open the framework.xml file in the adapters/conf directory with a text editor.

    • Change port 8443 to the new port number and save the file.

  5. Change the working directory to ../bin.

  6. Enter the following command to restart the CASD Adapter.

    • If the web service is installed on a Unix system:

      ./service.sh restart

    • If the web service is installed on a Windows system as a standalone application, close the window where the adapter was running, then run:

      startAdapters.bat

    • If the web service is installed on a Windows system as a Windows service, enter the following commands:

      net stop iWaveAdapters

      net start iWaveAdapters

Perform the following steps to change the URL the CA Service Desk connector is using:

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a Super Administrator role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the CA Service Desk Connector. This invokes edit mode, enabling you to configure the connector.

  5. Change the URLs listed in the Web Service End Points section to use the new port number.

  6. Click OK to save your changes.

Using the Correct URL for CASD Adapter Operations

Perform the following steps to identify and configure the connector to use the correct URL for CASD Adapter operations.

  1. Open a command terminal on the system where the CASD Adapter is installed.

  2. Change the working directory to the adapters/log directory in the CASD Adapter installation directory.

  3. Open the framework.log file in a text editor.

  4. Go to the bottom of the file and search backwards for the string iWave Adapter Framework Started. This indicates that the adapter was successfully started.

    Note:

    If the string is not in the file, the log file might have exceeded the maximum size and rolled over. Restart the adapter and wait for it to complete the startup process. The adapter adds a line that contains iWave Adapter Framework Started when it has successfully started.
  5. Go to the bottom of the framework.log file and search backwards for the string Setting the server's publish address to be. Continue searching backwards until the URL that contains /IncidentService is found. This is the URL that should be specified when configuring the connector for the createTicket, getTicket, and updateTicket operations.