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

• Versions Supported
• Ticket Generation Contents
• Auto Ticketing
• Manual Ticketing
• Ticket Templates
• Grace Period
• Retry
• Ticket Status Changes
• Recommended Protocol

2 Creating and Configuring the Connector

• Prerequisites
  • Installing the Definition Files
    • Import Steps for AR Server 7.1
    • Import Steps for AR Server 7.5
    • Displaying the New Objects
  • Forms Customization
    • Forms Customization for AR Server 7.1
    • Forms Customization for AR Server 7.5
  • Web Services Customization
    • Web Services Customization For AR Server 7.1
    • Web Services Customization For AR Server 7.5
• Creating a Connector Instance
• Configuring the Connector
• Enabling or Disabling the Connector
• Providing General Settings
  • Connection Settings
  • Web Console Settings
  • Grace Period
  • Retry
• Working with Ticket Templates
  • Adding Ticket Templates
  • Viewing Template Code
  • Removing a Template
  • Editing Templates
  • Restoring Templates
• Deleting the Connector

3 Creating Remedy Tickets

• Automatically Creating a Ticket
• Manually Creating a Ticket

4 Using Default Templates

• Template Process
• Ensuring Web Services for Default Templates
• Reading Ticket Templates
• Customizing Ticket Templates
• Defining New Templates

5 Enabling SSL for HTTPS

• Generating a Certificate Request File
• Importing the Certificate from the Certificate Authority
• Importing the Server Certificate on Enterprise Manager

6 Advanced Ticketing Configuration

• Customizing to Support a Ticketing Inbound Operation
  • Steps to Set Up EM CLI
  • ActiveLinks Customization
    • ActiveLinks Customization for Remedy 7.1
    • ActiveLinks Customization for Remedy 7.5
  • Removing Customization to Support a Ticketing Inbound Operation
• Uninstalling EM CLI

Index