Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

1 Installing and Configuring the Microsoft Operations Manager Connector

• Introduction to the MOM Connector
• Prerequisites
• Installing and Uninstalling the MOM Connector
• Re-registering Removed Connectors
• Configuring the MOM Connector
  • General Settings
  • Creating Additional Target Instances
  • Response Status of Targets
• Sending Enterprise Manager Alerts to MOM
  • Prerequisites
  • Configuring Rules to Send Alerts
  • Migrating from 10.2.0.3 to 10.2.0.4
• Receiving MOM Alerts in Enterprise Manager
  • Prerequisites
  • Forwarding Alerts to Enterprise Manager
  • How Enterprise Manager Responds
• Enabling SSL for HTTPS
  • Generating a Certificate Request File
  • Using the Certificate from the Certificate Authority
  • Adding Signed Certificates to Wallet Manager
• MOM Connector Tips

2 Installing and Configuring the Remedy Help Desk 6 Connector

• Introduction to the Remedy Connector
  • Auto Ticketing
  • Manual Ticketing
  • Ticket Templates
  • Grace Period
• Prerequisites
• Installing and Uninstalling the Remedy Connector
• Configuring the Remedy Connector
  • General Settings
    • Connection Settings
    • Web Console Settings
    • Grace Period
  • Working with Ticket Templates
    • Registering Ticket Templates
    • Viewing Template Code
    • Removing a Template
    • Replacing Templates
    • Adding New Templates
  • Re-registering Removed Connectors
• Creating Remedy Trouble Tickets
  • Automatically Creating a Trouble Ticket
  • Manually Creating a Trouble Ticket
• Navigating Between Remedy and Enterprise Manager
  • Navigating from Remedy to Enterprise Manager
  • Navigating from the Enterprise Manager to Remedy
• Out-of-Box Templates
  • Reading Ticket Templates
  • Mapping the Fields
  • Customizing Ticket Templates
  • Defining New Templates
• Enabling SSL for HTTPS
  • Generating a Certificate Request File
  • Importing the Certificate from the Certificate Authority
  • Adding Signed Certificates to Wallet Manager
• Remedy Connector Tips
  • Recommended Protocol
  • Supported Alerts
  • Notification Failure
  • Using Worklog
  • Web Service Details
    • For Default Templates (without Worklog Support)
    • For Worklog Templates

3 Installing and Configuring the BMC Remedy Service Desk 7 Connector

• Introduction to the Remedy Service Desk Connector
  • Auto Ticketing
  • Manual Ticketing
  • Ticket Templates
  • Grace Period
• Prerequisites
• Installing and Uninstalling the Remedy Service Desk Connector
  • Installing the Connector
  • Uninstalling the Connector
• Configuring the Remedy Service Desk Connector
  • General Settings
    • Connection Settings
    • Web Console Settings
    • Grace Period
  • Working with Ticket Templates
    • Registering Ticket Templates
    • Viewing Template Code
    • Removing a Template
    • Replacing Templates
    • Adding New Templates
• Creating Remedy Tickets
  • Automatically Creating a Ticket
  • Manually Creating a Ticket
• Navigating Between Remedy and Enterprise Manager
  • Navigating from Remedy to Enterprise Manager
  • Navigating from Enterprise Manager to Remedy
• Using Default Templates
  • Reading Ticket Templates
  • Mapping the Fields
  • Customizing Ticket Templates
  • Defining New Templates
• Enabling SSL for HTTPS
  • Generating a Certificate Request File
  • Importing the Certificate from the Certificate Authority
  • Adding Signed Certificates to Wallet Manager
• Remedy Service Desk Connector Tips
  • Recommended Protocol
  • Supported Alerts
  • Web Service Details for Default Templates

4 Installing and Configuring the Siebel Connector

• Introduction to the Siebel Connector
  • Auto Ticketing
  • Manual Ticketing
  • Ticket Templates
  • Grace Period
• Prerequisites
• Installing and Uninstalling the Siebel Connector
• Registering the Connector Descriptor
• Registering Ticket Templates
• Configuring the Siebel Connector
  • General Settings
    • Connection Settings
    • Web Console Settings
    • Grace Period
  • Working with Ticket Templates
    • Viewing Template Code
    • Removing Templates
    • Replacing Templates
    • Adding New Templates
  • Re-registering Removed Connectors
• Creating Siebel Service Requests
  • Creating Service Requests Automatically
  • Creating Service Requests Manually
• Navigating Between Siebel HelpDesk and Enterprise Manager
  • Navigating from Enterprise Manager to Siebel
  • Navigating from Siebel HelpDesk to Enterprise Manager
• Reading Ticket Templates
• Enabling SSL for HTTPS
  • Generating a Certificate Request File
  • Importing the Certificate from the Certificate Authority
  • Adding Signed Certificates to Wallet Manager
• Siebel Connector Tips
  • Recommended Protocol
  • Supported Alerts
  • Notification Failure
  • Customizing Ticket Templates
  • Customizing the Connector Descriptor

Index