Index

A C D E F G I L M N O P R S T U V W X

A

adding a template

Remedy 6 Connector, 2.4.2.5

Remedy 7 Connector, 3.4.2.5

adding signed certificates to Wallet Manager, 1.8.3

alert details

Remedy Console, 2.6.1, 3.6.1

Siebel HelpDesk Service Request Page, 4.8.2

alerts per polling, MOM Connector, 1.9

alerts, sending to external systems, 1.6

Auto Ticketing

Remedy 6 Connector, 2.1.1

Remedy 7 Connector, 3.1.1

Siebel Connector, 4.1.1

C

certificate from certificate authority, MOM Connector, 1.8.2

configuring

MOM Connector, 1.5

Remedy 6 Connector, 2.4

Remedy 7 Connector, 3.4

Siebel Connector, 4.6

connection settings

Remedy 6 Connector, 2.4.1

Remedy 7Connector, 3.4.1

Siebel Connector, 4.6.1.1

connector descriptor

customizing for Siebel, 4.11.5

registering, 4.4

SiebelDeploy.xml file, 4.4

creating

additional target instances for MOM Connector, 1.5.2

Siebel service requests automatically, 4.7.1

Siebel service requests manually, 4.7.2

trouble tickets automatically (Remedy 6), 2.5.1

trouble tickets automatically (Remedy 7), 3.5.1

trouble tickets manually (Remedy 6), 2.5.2

trouble tickets manually (Remedy 7), 3.5.2

customizing

Remedy 6 ticket templates, 2.7.3

Remedy 7 ticket templates, 3.7.3

Siebel connector descriptor, 4.11.5

Siebel ticket templates, 4.11.4

D

default connector target, MOM Connector, 1.5.2

default templates, list of for Remedy 6 Connectors, 2.7

default templates, using for Remedy 7 Connector, 3.7

defining

Remedy 6 ticket templates, 2.7.4

Remedy 7 ticket templates, 3.7.4

description of MOM Connector, 1

E

Edit Notification Rule Page

Remedy Connector, 2.5.1, 3.5.1

Siebel Connector, 4.7.1

emctl parameters

Remedy Connector, 2.4, 3.3.1

Siebel Connector, 4.4, 4.6.3, 4.6.3

external systems, sending alerts to, 1.6

F

format for creating

Remedy 6 ticket templates, 2.7.4

Remedy 7 ticket templates, 3.7.4

G

generating certificate request file, MOM Connector, 1.8.1

grace period

Remedy 6 Connector, 2.1.4, 2.4.1.3

Remedy 7 Connector, 3.1.4, 3.4.1.3

Siebel Connector, 4.1.4

I

installing

MOM Connector, 1.3

Remedy 6 Connector, 2.3

Remedy 7 Connector, 3.3.1

Siebel Connector, 4.3

Internet Information Services (IIS), 1.2

L

list of default templates, Remedy 6 Connector, 2.7

M

manual ticketing

Remedy 7 Connector, 3.1.2

Remedy Connector, 2.1.2

Siebel Connector, 4.1.2

metric alerts, Remedy 6 Connector and, 2.1

metric alerts, Remedy 7 Connector and, 3.1

Microsoft Operations Management (MOM) Connector

adding signed certificates to Wallet Manager, 1.8.3

alerts per polling, 1.9

configuring, 1.5

creating additional instances, 1.5.2

default connector target, 1.5.2

description of, 1

general settings, 1.5.1

generating certificate request file, 1.8.1

installing, 1.3

polling interval, 1.9

prerequisites, 1.2

recommended protocol, 1.9

response status of targets, 1.5.3

SSL for HTTPS, 1.8

targets managed by external system, 1.5.2, 1.5.2

targets, response status of, 1.5.3

using certificate, 1.8.2

Microsoft Operations Manager 2005, 1.2

MOM Configure Management Connector Page, picture of, 1.5

MOM Configure Management Connector Target Page, picture of, 1.5.2

MOM Connector framework Web services, 1.2

MOM Management Connectors Page, picture of, 1.5

N

notification failure

Remedy 6 Connector, 2.9.3

Siebel Connector, 4.11.3

notification rules

creating for Remedy 6 Connector, 2.5.1

creating for Remedy 7 Connector, 3.5.1

Remedy 6 Connector and, 2.1.1

Remedy 7 Connector and, 3.1.1

O

out-of-box templates, Remedy Connector and, 2.7, 3.7

P

pictures

Alert Details in Remedy Console, 2.6.1, 3.6.1

Alert Details in Siebel HelpDesk Service Request Page, 4.8.2

Edit Notification Rule Page

Remedy Connector, 2.5.1, 3.5.1

Siebel Connector, 4.7.1

MOM Configure Management Connector Page, 1.5

MOM Configure Management Connector Target Page, 1.5.2

MOM Management Connectors Page, 1.5

Remedy Configure Management Connector Page, 2.4, 3.4

Remedy Create Ticket Page, 2.5.2, 3.5.2

Remedy Management Connectors Page, 2.4, 3.4

Remedy Metric Details Page, 2.5.2, 3.5.2

Remedy ticket and alert, 2.5.1

Siebel Configure Management Connector Page, 4.6

Siebel Create Ticket Page, 4.7.2

Siebel Metric Details Page, 4.7.2

Siebel ticket and alert, 4.7.1

polling interval, MOM Connector and, 1.9

prerequisites

Internet Information Services (IIS), 1.2

Microsoft Operations Manager 2005, 1.2

MOM Connector framework Web services, 1.2

Remedy 6 Connector, 2.2

Remedy 7 Connector, 3.2

Remedy Connector, 2.1.4, 3.1.4

Siebel Connector, 4.2

R

recommended protocol

MOM Connector, 1.9

Remedy 7 Connector, 3.9.1

Remedy Connector, 2.9.1

Siebel Connector, 4.11.1

registering

connector descriptor, 4.4

re-registering removed connectors, 1.4

ticket templates, 4.5

ticket templates (Remedy 6), 2.4.2.1

ticket templates (Remedy 7), 3.3.1, 3.4.2.1

Remedy 6 Connector

adding a template, 2.4.2.5

Auto Ticketing, 2.1.1

configuring, 2.4

connection settings, 2.4.1

creating notification rules, 2.5.1

customizing ticket templates, 2.7.3

default templates, list of, 2.7

defining new ticket templates, 2.7.4

format for creating ticket templates, 2.7.4

grace period, 2.1.4, 2.4.1.3

installing, 2.3

metric alerts, 2.1

notification failure, 2.9.3

Notification Rules, 2.1.1

overview, 2.1

prerequisites, 2.2

reading ticket templates, 2.7.1

recommended protocol, 2.9.1

registering ticket templates, 2.4.2.1

removing a template, 2.4.2.3

replacing a template, 2.4.2.4

SSL for HTTPS, 2.8

supported alerts, 2.9.2

ticket templates

reading for Remedy 6 Connector, 2.7.1

ticket templates, description, 2.1.3

ticket templates, format for creating, 2.7.4

viewing template code, 2.4.2.2

Wallet Manager, 2.8.3

Web Console settings, 2.4.1.2

Web services for default templates, 2.9.5.1

Web services for worklog templates, 2.9.5.2

worklog history option, 2.9.4

Remedy 7 Connector

adding a template, 3.4.2.5

Auto Ticketing, 3.1.1

configuring, 3.4

connection settings, 3.4.1

creating notification rules, 3.5.1

customizing ticket templates, 3.7.3

default templates, using, 3.7

defining new ticket templates, 3.7.4

format for creating ticket templates, 3.7.4

grace period, 3.1.4, 3.4.1.3

installing, 3.3.1

manual ticketing, 3.1.2

metric alerts, 3.1

notification rules, 3.1.1

overview, 3.1

prerequisites, 3.2

reading ticket templates, 3.7.1

registering ticket template, 3.3.1, 3.4.2.1

removing a template, 3.4.2.3

replacing a template, 3.4.2.4

supported alerts, 3.9.2

ticket templates

reading for Remedy 7 Connector, 3.7.1

ticket templates, description, 3.1.3

ticket templates, format for creating, 3.7.4

tips, 3.9

uninstalling, 3.3.2

viewing template code, 3.4.2.2

Web services for default templates, 3.9.3

Remedy Configure Management Connector Page, 2.4, 3.4

Remedy Connector

alert details of Remedy Console, 2.6.1, 3.6.1

Configure Management Connector Page, 2.4, 3.4

Create Ticket Page, 2.5.2, 3.5.2

Edit Notification Rule Page, 2.5.1, 3.5.1

emctl parameters, 2.4, 3.3.1

Management Connectors Page, 2.4, 3.4

manual ticketing, 2.1.2

Metric Details Page, 2.5.2, 3.5.2

out-of-box templates, 2.7, 2.7, 3.7, 3.7

prerequisites, 2.1.4, 3.1.4

recommended protocol, 3.9.1

Remedy ticket and alert in user interface, 2.5.1

Remedy_DefaultCategory_AutoClose.xsl, 3.7.2

Remedy_DefaultCategory_HighPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_HighPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_LowPriority.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory.xsl, 3.7.2

Remedy_DefaultCaterogry_HighPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCaterogry_HighPriority.xsl, 2.7.2, 2.7.2

Remedy_DefaultCaterogry_LowPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCaterogry_LowPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCaterogry_MediumPriority_AutoClose.xsl, 2.7.2

SSL for HTTPS, 2.8, 3.8, 3.8

tips, 2.9, 2.9, 3.9

Wallet Manager, 3.8.3

Web Console settings, 3.4.1.2

Remedy Create Ticket Page, 2.5.2, 3.5.2

Remedy HelpDesk

6.x, 2.1.4, 3.1.4

Web services, 2.1.4, 3.1.4

web services, 2.2

Remedy Management Connectors Page, 2.4, 3.4

Remedy Metric Details Page, 2.5.2, 3.5.2

Remedy Service Desk Connector

web services, 3.2

Remedy_DefaultCategory_AutoClose.xsl, 3.7.2

Remedy_DefaultCategory_AutoClose.xsl template, 3.7

Remedy_DefaultCategory_AutoResolve.xsl mappings, 3.7.1

Remedy_DefaultCategory_AutoResolve.xsl source code, 3.7.1

Remedy_DefaultCategory_AutoResolve.xsl template, 3.7

Remedy_DefaultCategory_HighPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_HighPriority_AutoClose.xsl source code, 2.7.1

Remedy_DefaultCategory_HighPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_LowPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy Connector, 2.7.2

Remedy_DefaultCategory_LowPriority.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_MediumPriority.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_AutoClose_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCategory_UrgentPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCategory.xsl, 3.7.2

Remedy_DefaultCategory.xsl template, 3.7

Remedy_DefaultCaterogry_HighPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCaterogry_HighPriority.xsl, 2.7.2

Remedy_DefaultCaterogry_LowPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCaterogry_LowPriority_w_Wlog.xsl, 2.7.2

Remedy_DefaultCaterogry_MediumPriority_AutoClose.xsl, 2.7.2

Remedy_DefaultCaterogry_UrgentPriority.xsl, 2.7.2

removed connectors, re-registering, 1.4

removing a template

Remedy 6 Connector, 2.4.2.3

Remedy 7 Connector, 3.4.2.3

replacing a template

Remedy 6 Connector, 2.4.2.4

Remedy 7 Connector, 3.4.2.4

response status of targets, MOM Connector, 1.5.3

S

service requests

creating automatically for Siebel, 4.7.1

creating manually for Siebel, 4.7.2

settings for MOM Connector, 1.5.1

Siebel Configure Management Connector Page, 4.6

Siebel Connector

alert details in HelpDesk Service Request Page, 4.8.2

Auto Ticketing, 4.1.1

Configure Management Connector Page, 4.6

configuring, 4.6

connection settings, 4.6.1.1

Create Ticket Page, 4.7.2

creating service requests automatically, 4.7.1

creating service requests manually, 4.7.2

customizing connector descriptor, 4.11.5

customizing ticket templates, 4.11.4

Edit Notification Rule Page, 4.7.1

emctl parameters, 4.4, 4.6.3, 4.6.3

grace period, 4.1.4

installing, 4.3

manual ticketing, 4.1.2

Metric Details Page, 4.7.2

notification failure, 4.11.3

overview, 4.1

prerequisites, 4.2

reading ticket templates, 4.9

recommended protocol, 4.11.1

Siebel ticket and alert in user interface, 4.7.1

SSL for HTTPS, 4.10, 4.10

supported alerts, 4.11.2

ticket templates, 4.1.3

ticket templates, reading, 4.9

tips, 4.11, 4.11

Wallet Manager, 4.10.3

Web Console settings, 4.6.1.2

Siebel Create Ticket Page, 4.7.2

Siebel HelpDesk

8.x, 4.2

Web services, 4.2

Siebel Metric Details Page, 4.7.2

SiebelDeploy.xml, 4.4

SSL for HTTPS

enabling for MOM Connector, 1.8

MOM Connector, 1.8

Remedy 6 Connector, 2.8

Remedy Connector, 3.8

Siebel Connector, 4.10

supported alerts

Remedy 6 Connector, 2.9.2

Remedy 7 Connector, 3.9.2

Siebel Connector, 4.11.2

T

target instances and MOM Connector, 1.5.2

targets

managed by external system, MOM Connector, 1.5.2, 1.5.2

response status for MOM Connector, 1.5.3

templates

adding, 2.4.2.5, 3.4.2.5

customizing Remedy 6 ticket templates, 2.7.3

customizing Remedy 7 ticket templates, 3.7.3

defining new Remedy 6 ticket templates, 2.7.4

defining new Remedy 7 ticket templates, 3.7.4

out-of-box for Remedy, 2.7, 3.7

reading Remedy 6 ticket templates, 2.7.1

reading Remedy 7 ticket templates, 3.7.1

reading Siebel ticket templates, 4.9

removing, 2.4.2.3, 3.4.2.3

replacing, 2.4.2.4, 3.4.2.4

ticket creation mappings

Remedy 6 Connector, 2.7.1

Remedy 7 Connector, 3.7.1

ticket templates

customizing for Siebel, 4.11.4

customizing Remedy 6 ticket templates, 2.7.3

customizing Remedy 7 ticket templates, 3.7.3

defining new Remedy 6 ticket templates, 2.7.4

defining new Remedy 7 ticket templates, 3.7.4

registering, 4.5

Remedy 6 Connector, 2.1.3

Remedy 7 Connector, 3.1.3

Siebel Connector, 4.1.3

tips

Remedy 7 Connector, 3.9

Remedy Connector, 2.9

Siebel Connector, 4.11

transformation style sheets

Remedy 6 Connector, 2.1.3

Remedy 7 Connector, 3.1.3

Siebel Connector, 4.1.3

trouble tickets

creating automatically for Remedy 6, 2.5.1

creating automatically for Remedy 7, 3.5.1

creating manually for Remedy 6 Connector, 2.5.2

creating manually for Remedy 7 Connector, 3.5.2

U

uninstalling Remedy 7 Connector, 3.3.2

using certificate, MOM Connector, 1.8.2

V

viewing template code

Remedy 6 Connector, 2.4.2.2

Remedy 7 Connector, 3.4.2.2

W

Wallet Manager

adding signed certificates to, 1.8.3

Remedy 6 Connector, 2.8.3

Remedy Connector, 3.8.3

Siebel Connector, 4.10.3

Web Console settings

Remedy 6 Connector, 2.4.1.2

Remedy Connector, 3.4.1.2

Siebel Connector, 4.6.1.2

Web services for

Remedy 6 Connector, 2.9.5.1

Remedy 7 Connector, 3.9.3

worklog history option, Remedy 6 Connector, 2.9.4

X

XML schema for attributes (Remedy 6), 2.7.4