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Oracle® Enterprise Manager Configuration Guide for BMC Remedy Service Desk 7 Connector
Release 12.1.0.2.0

E25440-07
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6 Advanced Ticketing Configuration

Customizing to Support a Ticketing Inbound Operation

Ticketing Inbound is a new feature added in Enterprise Manager 12c. This feature enables you to update the ticket status in Enterprise Manager for any ticket status change on the Remedy Help Desk system.

When a ticket/incident, which is created by Enterprise Manager, is updated manually in the Remedy Service Desk Incident Management console, the same ticket status is updated on Enterprise Manager through EM CLI by using Remedy Active Links.

Steps to Set Up EM CLI

Install the Enterprise Manager EMCLI_Client on the same host that Remedy is installed on. This will need to be able to communicate to your OMS.

  1. Log in to the Enterprise Manager console.

  2. Select Setup, then select Command Line Interface.

  3. Click the Download the EM CLI kit to your workstation link and download the .jar file in the Remedy server.

  4. Follow the steps given in the page to install the EM CLI client on the Remedy server.

Note:

EM CLI should be installed on the Remedy server in order to communicate to your OMS.

ActiveLinks Customization

Invoking EM CLI is done by triggering Remedy Active links. Perform the following steps in the following sections to customize ActiveLinks to call EM CLI.

ActiveLinks Customization for Remedy 7.1

  1. Log in to the Remedy administrator tool.

  2. Select ActiveLinks on the server window.

  3. Right-click and select New ActiveLink.

  4. Provide the following input on the Basic tag:

    1. ActiveLink name on the Name Field. (Example. Update_ticket_status_OEM).

    2. Select Enable, Execution Order:250.

    3. Select Form Name:

      HPD:HelpDesk,HPD:IncidentInterface,HPD:IncidentInterface_Create
      
    4. Select Execute On:

      Submit,After Submit,After Modify,Menu/Row/Level Choice
      
    5. Select Field: Status

    6. Add Run if:

      ('ConnectorGUID' !=  $NULL$ ) AND ( 'Status' <= "Closed")
      
  5. Provide on - If Action tag.

    1. Select New Action: Message.

      Text:   Invoking Active link To send ticket status to EM. 
      Type:   Note
      Number: 10000
      
    2. Select New Action: Run Process. Enter the following on the command line:

      "<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident Number$" -connector_guid=$ConnectorGUID$ -status="$Status$"  -last_updated_date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"
      

      Important:

      the -date_format is the date format used in the ticketing system (Remedy Help Desk).This should be the same format of Reported Date/Last Modified Date/Submit Date used in the HPD:HelpDesk or HPD:IncidentInterface forms.

      To get help about EM CLI arguments, enter help followed by the verb name, as shown in the following example:

      "<PATH OF EMCLI>\emcli.bat" help update_ticket_status
      
  6. Provide the necessary permissions for ActiveLink. For example, select Public or Unrestricted Access.

  7. Save the ActiveLink.

ActiveLinks Customization for Remedy 7.5

  1. Log in to the BMC Remedy Developer Studio, then open a workspace.

  2. Select the Remedy instance from the pane that appears in the left side of the window.Select All Objects, then Active Links.

  3. Right-click and select New ActiveLink.

  4. Click the Associated Forms tab, then add the HPD:Help Desk and HPD:IncidentInterface form names.

  5. Select the Execution Options tab, then provide the following input:

    • For State, select Enabled.

    • For Execution Order, provide a valid number (example: 990).

  6. Select Submit and Modify check boxes, and select Status for Field. Add Run if:

    'ConnectorGUID' != $NULL$ ) AND ( 'Status' <= "Closed")
    
  7. Provide On - If Action tag:

    1. Select New Action: Message.

      Text: Invoking Active link To send ticket status to EM. 
       
      Type: Note
       
      Number: 10000
      
    2. Select New Action: Run Process, and enter the following input on the command line:

      "<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident Number$" -connector_guid=$ConnectorGUID$ -status="$Status$" -last_updated_
      date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"
      

      Note:

      The -date_format is the date format used in the ticketing system (Remedy Help Desk). This should be the same format as Reported Date/Last Modified Date/Submit Date used in the HPD:HelpDesk or HPD:IncidentInterface forms.
  8. Save and provide the ActiveLink name on the Name field. (Example: Update_ticket_status_OEM)

  9. Provide the necessary permissions for ActiveLink. For example, select Public or Unrestricted Access.

Removing Customization to Support a Ticketing Inbound Operation

To remove the customization made to support a ticketing inbound operation, perform the following steps for both BMC Remedy versions 7.1 and 7.5:

  1. Log in to the Remedy administrator tool.

  2. Select Active Links on the server window.

  3. Select Filtering Options and enter the name used for the Active Link during initial configuration (for example, Update_ticket_status_OEM).

  4. Press Enter to search for the previously created Active Link.

  5. Right-click the Active Link and select Delete, and OK to confirm the deletion.

Uninstalling EM CLI

To uninstall the enterprise manager command line interface (emcli) perform the following steps:

  1. Navigate to the emcli installation directory.

  2. Delete the emcli directory and all sub-directories from the system.