2.2 Installing the ServiceNow Ticketing Connector

This section describes how to download and install (apply) the connector. All connectors in the Enterprise Manager store are available on the Self Update page for downloading.

The ServiceNow connector is preloaded for Enterprise Manager Cloud Control 13c, so in most cases you will only need to apply the connector. If the connector is ever deleted, the connector will need to be downloaded from self update.

To determine whether you need to download the connector, perform the following steps:

From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.
From the Self Update page, select Management Connector to list the connectors that are available. Look for the ServiceNow connector in the table list. If it does not appear, then you will need to download the connector as specified in Downloading the Connector.

This section covers the following topics:

2.2.1 Downloading the Connector

To download the ServiceNow connector:

From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.
Click Check Updates to schedule a job to collect the metadata for the connector.
From the Self Update page, select Management Connector to list the connectors that are available. The ServiceNow connector may not initially appear in the list.
The ServiceNow connector should appear in the list as Available after the job has completed. You might have to refresh the page a few times before it appears.
Click the appropriate ServiceNow connector to select it, and then click Download.
The Schedule Download window appears, in which you can determine when the download should be performed.
Click Select to download immediately.
If you want to schedule the download for a later time, specify the date and time when the download should occur, and click Select. You will need to return and verify the download completed successfully after the scheduled download date and time.
If necessary, refresh the screen until the status of the connector changes to Downloaded.

Refer to the Setting up Self Update section in the Oracle Enterprise Manager Cloud Control Administrator's Guide for more details.

Note:

You can also set up Self Update in offline mode. See the Applying an Update in Offline Mode section from the Oracle Enterprise Manager Cloud Control Administrator's Guide for details.

2.2.2 Installing the Connector

To install the ServiceNow ticketing connector:

From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.
Get a list of available connectors. On the Self Update page, click Management Connector to get the list of available connectors.

The ServiceNow connector should appear in the list with a status of Downloaded.
Click the ServiceNow connector to select it, and then click Apply.

After you respond to the prompt to confirm the operation, a page appears that indicates the request has been submitted.
Refresh the screen until the status of the connector changes from Apply Scheduled to Applied.

2.2.3 Installing the Connector if Enterprise Manager is in "Offline" Mode

Under certain circumstances, such as in high security environments, an active internet connection between Enterprise Manager and the Enterprise Manager Update Store may not be available. In such situations, Enterprise Manager can be set to install the connector in an "offline" mode.

The installation process still requires that a computer exist at your site that has internet access, as a connection to the Enterprise Manager Update Store is still required to obtain the necessary files. The files that you download to this computer can then be transferred to a computer behind your firewall.

To install the connector if Enterprise Manager is in "offline" mode:

From the system that you will ultimately deploy the connector, set Enterprise Manage Cloud Control to Offline Mode:
1. From the Setup menu, select Provisioning and Patching, then select Offline Patching.
2. In the Online and Offline Settings page, select Offline.
From the Setup menu, select Extensibility, and then select Self Update.
On the Self Update page, click Check Updates. A message appears with a URL to an Oracle site from where the updates catalog file can be downloaded.
From an internet-enabled computer, download the catalog file from the URL provided.
Copy the downloaded catalog file to the OMS host or the Management Agent host where you plan to import the connector.
Import the catalog file to Enterprise Manager:
- If the catalog file is on the OMS host:
```
emcli import_update_catalog -file="file" -omslocal
```
  Where:
  
  -file: is the direct path to the connector archive (*.zip)
  
  -omslocal: indicates that the path mentioned in the -file option is directly accessible to the Enterprise Manager server
- If the catalog file is on a different host:
```
emcli import_update_catalog -file="file" -host="hostname" [-credential_set_name="setname"] | -credential_name="name" -credential_owner="owner"
```
Example 2-1 shows a sample for importing the catalog archive.
On the Self Update page, in the table, click Management Connectors.
On the Connector Updates page, select the imported update that is available for download. Click Download.

A message appears with a URL to an Oracle site from where the update can be downloaded.
From a computer that is connected to the internet, download the update using the aforementioned URL.
Copy the downloaded file to the OMS host or the Management Agent host where you plan to deploy the connector.
To import the downloaded connector archive into Enterprise Manager, run the following command:
```
emcli import_update -file="<path to *.zip file>" -omslocal
```
Where:

-file: is the direct path to the connector archive (*.zip).

-omslocal: indicates that the path mentioned in the -file option is directly accessible to the Enterprise Manager server

Example 2-1 Sample for Importing Catalog Archive

emcli import_update_catalog -file="/u01/common/p9348486_112000_Generic.zip" -omslocal
 
Imports the master catalog file p9348486_112000_Generic.zip. The file must exist on the OMS host. In a multiple OMS setup, the request can be processed by any OMS, so the file should be accessible from the OMS processing the request. This means that the file must be kept on a shared location that is accessible from all the OMS instances.
 
emcli import_update_catalog -file="/u01/common/p9348486_112000_Generic.zip" -host="host1.example.com" -credential_set_name="HostCredsNormal" 
 
Imports the master catalog file p9348486_112000_Generic.zip that is present on the host host1.example.com. The host must be a managed host target in Enterprise Manager, and the Management Agent on this host must be up and running. The preferred unprivileged credentials for host host1.example.com are used to retrieve the remote file.