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
• Versions Supported

2 Installing and Uninstalling the Connector

• Prerequisites
• Installing the Adapter
  • Security Recommendations
  • Installing and Running the CASD Adapter on Unix
    • Installing the Adapter on Unix
    • Running the Adapter on Unix
    • Testing the Adapter on Unix
  • Installing and Running the CASD Adapter on Windows
    • Installing the Adapter on Windows
    • Running the Adapter on Windows
    • Testing the Adapter on Windows
• Installing the Connector
  • Registering the Ticket Templates
• Uninstalling the Connector
• Uninstalling the Adapter
  • Uninstalling the Adapter on Unix
  • Uninstalling the Adapter on Windows
• Navigating Between CASD and Enterprise Manager
  • Navigating from CASD to Enterprise Manager
  • Navigating from Enterprise Manager to CASD
• Adding Signed Certificates to Wallet Manager

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

4 Creating Service Desk Tickets

• Automatically Creating a Ticket
• Manually Creating a Ticket

5 Using Default Templates

• Template Process
• Reading and Mapping Ticket Templates
• Customizing Ticket Templates

6 Troubleshooting the Connector

• Troubleshooting Adapter Startup Errors
• JVM Errors
• Troubleshooting Adapter Operations Errors
• Errors to Check

A Connector Tips

• Recommended Protocol
• Supported Alerts
• Enabling Debug in Enterprise Manager
• Changing the Default Adapter Port
• Using the Correct URL for CASD Adapter Operations

B Third-Party Product License Information

• JDOM 1.0
• AspectJ 1.6.1
• Spring Framework 2.5.6
• CXF Web Stack 2.2.3
• Jetty Web Service Hosting 6.1.19
• Quartz Scheduler 1.6
• Apache Commons DBCP 1.2.2
• Apache Commons Configuration 1.5
• Jakarta Commons HTTP Client 3.1
• Apache Commons Collection 3.2
• Apache Derby Database 10.4.2
• Log4j 1.2.14
• Groovy 1.6.4
• Apache Axis 1.4
• JDOM 1.0
• LibXML2
• OpenSSL