Contents

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

1 Introduction to the Connector

• 1.1 Versions Supported
• 1.2 Ticket Generation Contents
• 1.3 Auto Ticketing
• 1.4 Manual Ticketing
• 1.5 Ticket Templates
• 1.6 Grace Period
• 1.7 Retry
• 1.8 Recommended Protocol

2 Installing and Configuring the Connector

• 2.1 Prerequisites
• 2.2 Installing the Connector
  • 2.2.1 Exporting the Definition File
  • 2.2.2 Installing the Definition File
  • 2.2.3 Displaying the New Objects
  • 2.2.4 Customizing Web Services
• 2.3 Creating a Connector Instance
• 2.4 Configuring the Connector
• 2.5 Enabling or Disabling the Connector
• 2.6 Providing General Settings
  • 2.6.1 Connection Settings
  • 2.6.2 Web Console Settings
  • 2.6.3 Grace Period
  • 2.6.4 Retry
• 2.7 Working with Ticket Templates
  • 2.7.1 Adding Ticket Templates
  • 2.7.2 Viewing Template Code
  • 2.7.3 Removing a Template
  • 2.7.4 Editing Templates
  • 2.7.5 Restoring Templates
  • 2.7.6 Editing the Create Ticket Response Template for AR Server 7.6.04
• 2.8 Deleting the Connector
• 2.9 Uninstalling Customizations to BMC Remedy
  • 2.9.1 Back Up Web Services
  • 2.9.2 Remove Customizations to Web Services
  • 2.9.3 Remove Customizations for Installing the Definition File

3 Creating Remedy Tickets

• 3.1 Automatically Creating a Ticket
• 3.2 Manually Creating a Ticket

4 Using Default Templates

• 4.1 Template Process
• 4.2 Ensuring Web Services for Default Templates
• 4.3 Reading Ticket Templates
• 4.4 Customizing Ticket Templates
• 4.5 Defining New Templates

5 Enabling SSL for HTTPS

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

6 Advanced Ticketing Configuration

• 6.1 Customizing to Support a Ticketing Inbound Operation

Index