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Oracle® Enterprise Manager Configuration Guide for BMC Remedy Service Desk 7.6 Connector
Release 12.1.0.3.0

E36360-04
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1 Introduction to the Connector

The Oracle Management Connector for BMC Remedy Service Desk 7.6 integrates BMC Remedy Service Desk v7.6.04 with Enterprise Manager through either an HTTP or HTTPS connection. Using this connector, you can create, update, close, or reopen a ticket for any incident created in Enterprise Manager.

The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable helpdesk analysts leverage Enterprise Manager's diagnostic and resolution features to resolve the incident. In Enterprise Manager, the ticket ID and its link to navigate to the BMC Remedy Console is shown in the context of the incident. This easily enables Enterprise Manager administrators to quickly access the ticket.

Note:

Before proceeding, see the "Using Incident Management" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide to understand the event and incident management concepts.

The following sections explain various Remedy Service Desk Connector concepts that you must understand before you start using the Remedy Service Desk Connector.

1.1 Versions Supported

The Remedy Service Desk 7.6 Connector communicates through web services with the IT Service Management component of Remedy Service Desk. The following versions are supported:

  • Remedy Service Desk, which is part of IT Service Management Suite 7.6.04 SP2 with Incident Management. This also includes Action Request Server 7.6.04 SP1 (AR Server 7.6.04 SP1).

  • Remedy Service Desk, which is part of IT Service Management Suite 8.0.x and 8.1.x with Incident Management. This also includes Action Request Server 8.0.x and 8.1.x.

This connector functions with Oracle Enterprise Manager Cloud Control 12c Release 1 (12.1.0.1) and later versions

1.2 Ticket Generation Contents

The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable help desk analysts leverage Enterprise Manager's diagnostic and resolution features to resolve the incident.

In Enterprise Manger, the ticket ID, and link to the Remedy Service Desk console is shown in the context of the incident. This provides Enterprise Manager administrators an easy way to quickly access the ticket.

The ticketing framework also supports an advanced configuration in which you can obtain and show thee Remedy ticket status in Enterprise Manager. However, this feature is not currently supported pending the resolution of a Remedy product issue. See Chapter 6, "Advanced Ticketing Configuration" for more details.

1.3 Auto Ticketing

Auto ticketing refers to creating or updating tickets automatically for any matching rule(s) in Enterprise Manager. You can define a set of event or incident rules for which tickets must be opened/updated for changes in underlying event or incident attributes. For example, changing event severity from Warning to Critical can update the associated ticket.

See Also:

"Using Incident Management" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide.

After the ticket is opened, any subsequent update of the incident attributes or underlying event attributes, such as a change in underlying events severity, updates the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and you can optionally go to Remedy to close the ticket.

1.4 Manual Ticketing

From the Enterprise Manager console, you can manually open a Remedy ticket based on an open incident in Enterprise Manager. The Remedy Service Desk Connector populates the ticket with details based on the incident and the ticket template selected.

1.5 Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager incidents to a ticket format before the requests are sent to Remedy Service Desk. A ticket template specifies how an Enterprise Manager incident and its associated event attributes can be mapped to the ticket attributes of Remedy Service Desk.

In Auto Ticketing, while setting up a rule, you select a configured connector and select the ticket template from the template list. The selected ticket template is used when a ticketing request is sent to the Remedy Service Desk System. For manual ticketing, you have to select a connector instance and ticket template before submitting a request for ticket creation.

The Remedy Service Desk Connector includes some out-of-box default ticket templates. You can customize default templates according to your functional needs. Oracle recommends that you back up these factory-built templates before customizing them.

1.6 Grace Period

The grace period enables you to prevent creating a large number of tickets for frequently created incidents due to reoccurrence of the same event.

For example, an event is raised and causes an incident to be created in Enterprise Manager. The rule defined to create the ticket enforces the ticket to be created on the Remedy Service Desk system. If the grace period is one hour and the event is cleared at 10:00 a.m., this clears the incident and ticket. If the same event reoccurs before 11:00 a.m. and enforces creation of another incident, the grace period functionality stops creation of a new ticket for this, and reopens the same ticket instead.

Note:

In Remedy, after a ticket is set to a Closed status, it cannot be reopened. Consequently, an incident that re-triggers within the grace period cannot reopen the ticket but only annotate it.

If you want to reopen a ticket for incident occurrences that fall within the grace period, set the ticket status to Resolved instead of Closed when the incident clears. This enables the Remedy Service Desk Connector to reopen the ticket if the same incident reoccurs within the grace period.

1.7 Retry

The ”Retry” section, available on the connector configuration page, enables you to specify whether a failed ticketing request needs to be retried within a configurable expiration time.

Enabling the Retry option gives you the option of specifying whether you want to resend a ticketing request if the request fails the first time, and specifying the time period after which you want to abandon the retry. Enterprise Manager retries every 5 minutes until the request is successful or the retry interval expires.

1.8 Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and Remedy AR server.

Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems.