2 Installing and Uninstalling the Connector

This chapter provides the following information for installing or uninstalling the Remedy Service Desk Connector, as well as switching from one console to the other:

• Prerequisites

• Installing the Connector

• Uninstalling the Connector

• Navigating Between Remedy and Enterprise Manager

Prerequisites

Before using the Remedy Connector, ensure that you meet the following prerequisites:

• Remedy HelpDesk 6.x is installed and configured.

• Remedy HelpDesk Web services are up and running. See "Web Service Details" on page AE2.

Installing the Connector

Remedy Connector is installed as part of the Enterprise Manager base installation. That is, connector installation is part of the Oracle Management Server (OMS) installation.

After you install Enterprise Manager and access the Enterprise Manager console as a Super Administrator, you can see the Remedy Connector in the Management Connector Setup page as shown in Figure 2–1. See Chapter 3, "Configuring the Connector" for instructions.

The default installation is based on default Remedy Web services that do not support any annotation history through Worklog (the history option in the Remedy ticket). For details of Worklog and registering the Worklog template, see "Using Worklog" on page AE1.

Uninstalling the Connector

To uninstall the Remedy Connector, select it in the Management Connectors page, then click Delete.

Navigating Between Remedy and Enterprise Manager

The following sections explain how to switch from one console to the other.

Navigating from Remedy to Enterprise Manager

From a ticket page, click the link in the Description field to the Alert Details page in the ticket message body, as shown in Figure 2–1. This action takes you to the Enterprise Manager console login page. After you provide the Enterprise Manager user name and password, you are forwarded to the alert related to this ticket.

Note: The Enterprise Manager user whose name you specify should at least have View privileges on the target on which the alert was raised. On the Remedy console, if the URL appears as text, you need to cut and paste the URL into the browser.

Figure 2-1 Alert Details in the Remedy Console

Navigating from Enterprise Manager to Remedy

1. In the Enterprise Manager console, click the alert message to go to the metric details page for the alert.

2. In the Alert History table, locate the ticket ID link in the Last Comment column.

3. (If not found) Click the icon in the Details column to get more information about the alert.

4. On the page that appears, locate the ticket ID in the Alert Details table.

5. Click the ticket ID link. You are forwarded to the Remedy Web console login page.

6. Provide valid Remedy account details.

   The ticket page associated with this alert is displayed.

Note: If you do not use the Remedy Web console, uncheck the Enable web console option in the Web Console Settings section so that ticket ID is shown in plain text. Otherwise, it is displayed as a link that does not work.