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Sun Identity Manager 8.1 Business Administrator's Guide

ProcedureTo Configure Remedy Notification

Use the following instructions to create and send a Remedy ticket to provisioners:

  1. Select Remedy from the Provisioner Notification Type menu. Additional options display, as shown in the following figure.

    Figure 5–18 Provisioner Notification Configuration Page: Remedy Notification Type

    Figure showing an example Provisioner Notification page for the Remedy Notification Type

  2. Configure the following options.

    • Provisioning Request Remedy Template. Choose Sample External Remedy template from the menu.

      Note –

      Identity Manager provides a Sample Remedy Template that you can use or modify as needed.

      A Remedy template contains a set of fields that are used to create a Remedy ticket. Identity Manager also uses this template to query Remedy for ticket status, to see if a task has been completed or not completed.

    • Provisioning Request Remedy Rule. You must choose a rule from this menu to define configuration settings for Remedy.

      Note –

      Although there are several sample rules available on this menu, you must choose the Sample External Remedy Rule rule or use your own custom rule. The Sample External Remedy Rule uses a Remedy rule to determine whether the current status of a Remedy tick is completed or not completed.

      A Remedy template contains a set of fields that are used to create a Remedy ticket. Identity Manager also uses this template to query Remedy for ticket status, to see if a task has been completed or not completed.

      Identity Manager uses this rule to query a Remedy ticket for status information. If the ticket status is completed or not completed, Identity Manager marks the work item completed or not completed, respectively.

      Note –

      You can write your own rules for this purpose. A sample rule, called Sample External Remedy Rule is provided for you to use or modify as needed. For more information about writing custom rules, see Chapter 5, Working with Rules, in Sun Identity Manager Deployment Reference.

    • Follow Delegation. Check this box if you want Identity Manager to follow delegations defined for the provisioner.

    • Provisioner Escalation Rule (optional). Choose a rule to determine to which provisioner a request is escalated if the current provisioner does not respond to the request before the specified timeout period.

      Note –

      Although there are several sample rules available on this menu, you must choose the Sample External Provisioner Escalation rule or use your own custom rule. The Sample External Provisioner Escalation rule uses an External Provisioner Escalation rule to determine a provisioner for escalations.

    • Escalation timeout. Specify the maximum time to wait before escalating a provisioning request to the next provisioner.

      Note –

      • If you leave this field blank or enter a zero, the request never escalates.

      • If you specify a timeout, but do not select a Provisioner Escalation Rule, Identity Manager escalates the request to the Configurator when the request exceeds the specified timeout. If a Configurator does not exist, the request is classified as “not complete” once the timeout expires.

    • Provisioning Request Form. Choose a form that external resource provisioners can use to mark a provisioning request as completed or not completed.

    • Provisioners Rule. Choose a rule that determines one or more provisioners for this external resource request.

      Note –

      You can write your own rules for this purpose. You can also define multiple provisioners. As any provisioner completes the task, that task is removed from all provisioner's queues. For more information about writing custom rules, see Chapter 5, Working with Rules, in Sun Identity Manager Deployment Reference.

      • Sample External Provisioner. Makes Configurator the provisioner.

      • Sample External Provisioner Escalation. Uses an External Provisioner Escalation rule to determine a provisioner for escalations.

      • Sample External Remedy Rule. Defines configurator settings for Remedy.

    • Notify Requester. Check this box if you want to send email to the requester when their request is completed or not completed. When you enable this option, the following additional fields are displayed:

      • Provisioning Request Completed Template. Choose the email template to use when requests are completed.

      • Provisioning Request Not Completed Template. Choose the email template to use when requests are not completed.

      Note –

      For more information about Email templates, see Configuring the Task Templates.

  3. Click Save.

    The Configure page displays indicating that you can go on to perform another configuration task.

  4. Go to the Resources -> List Resources tab. You are now ready to create individual external resources based on this configuration. See Creating External Resources for instructions.