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Oracle® Enterprise Manager Configuration Change Console Installation Guide
10g Version 10.2.0.4 for Windows or UNIX

Part Number E12914-02
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14 Installing and Configuring Change Management Server Integration

This chapter explains how to install and configure integration with a Change Management Server and to be able to determine whether changes that occur are authorized. Additional information related to configuration after the integration is successful is available in the Configuration Change Console User's Guide.

Remedy ARS 6.3 Integration

The integration instructions for Remedy Action Request System (ARS) 6.3 here assume that the following components have already been installed on a server:

Customizing Remedy Installation

Part of the integration effort is to load a custom definition file for the Configuration Change Console. This definition file adds new tabs to the ChangeRequest form to capture change events that are releated to the Change Request and also have additional workflow to send ticket updates, people updates and CTI updates to the Configuration Change Console Server.

It is recommended that you review the definition file prior to loading it into your Remedy instance.

The definition file is located in the integratedsoftware-intall.zip file that is part of the software distribution available where the server and agent installers were located. After expanding this zip file, look for the directory Remedy/Base/ARS6.3/definition files. Inside this directory is the Remedy63-adapter-Generic.def file. This is the definition file that must be loaded for integration to occur.

Here are the steps to follow to load the definition file:

  1. Start the Remedy ARS Administrator client.

  2. Log into your Remedy instance. If you are using an evaluation version of Remedy, you can use the Demo account.

  3. In the Server Window, expand the Servers tab in the left pane, then click on the server name your Remedy ARS server is installed on.

  4. Go to the Tools Menu, select Import Definitions > From Definition File…

  5. Select the definition file Remedy63-adapter-Generic.def from the integratedsoftware-install.zip file as discussed above.

  6. Click on Forms to highlight it and click on the Add>>> button.

  7. Check the Replace Objects on the Destination Server checkbox and select Replace with New type under the Handle Conflicting Types input. Depending on how your Remedy ARS server is set up, you may not want to perform this step and instead may want to customize the definition file before importing. If you are simply integrating with a dedicated instance of the software for testing the Configuration Change Console, it is safe to perform these steps.

  8. Click on the Import button to start the import.

  9. Repeat steps 6 through 8 for Active Links.

  10. Repeat steps 6 through 8 for Filters.

  11. After the definition files are loaded, make a specific view of the Change Request form the default view for the user so that it is possible to see the new tabs. This step may not be required depending on how your Remedy server is configured and the user you will be using in the client. Click on the Forms link in the left pane to bring up the list of forms in the right pane.

  12. Select the form CHG:Change, right click and select Open.

  13. Select Form Menu, and then Manage Views.

  14. Under the Choose Default View drop down, select Administrator.

  15. Select the Administrator label row from the table and the Properties button.

  16. In the dialog window that displays, select the checkbox for Master View for Server Processing and click OK.

  17. Save the changes to the form.

  18. Exit the Administrator client.

Verify the Form Changes

You can verify the form changes were at least partially successful by logging into the Remedy ARS User client and opening the Change Request form and verifying that there are two new tabs added to the right, ActiveR-DetectChanges, and ActiveR-Assigned Category List.

Configuration Changes in Remedy

The following two sections discuss how to mark users to send to Configuration Change Console and how to create new CTI for unauthorized tickets.

Marking Users to Send to Configuration Change Console

Once the definitions have been loaded, at least one user in Remedy needs to be marked as being integrated with the Configuration Change Console. These users can be assigned tickets when unauthorized changes are found and new unauthorized tickets are created. You can choose multiple users in Remedy to be available for this, but only one actual user can be selected in the Configuration Change Console from this list.

Follow these steps:

  1. Start the Remedy User client and log in as an administrator user.

  2. Open the Person Information form and search for an existing person or create a new person.

  3. On the form input AR-SendPersonInfo, select the Yes radio button.

  4. Save the person.

  5. Repeat for any other people to which you may want to send unauthorized tickets.

All people that have this entry selected will be sent to the Configuration Change Console and will be able to be selected when assigning newly created tickets for unauthorized changes.

Create New CTI for Unauthorized Tickets

When the Configuration Change Console finds unauthorized changes, it can create new tickets. To create a ticket, it also needs to have a CTI structure it can assign to those newly created tickets. The following three CTI combinations should be created in the Remedy User client:

  • Unauthorized > Unauthorized > Unauthorized

  • Unauthorized > Unauthorized > Emergency

  • Unauthorized > Unauthorized > Ticket Expiry

Follow these steps:

  1. Start the Remedy User client and log in as an administrator user.

  2. Open the Configure Categorization form to create a new CTI.

  3. On the form, select Change Request as the module.

  4. Enter Unauthorized as the Category.

  5. Enter Unauthorized as the Type.

  6. Enter Unauthorized as the Item.

  7. Set the status to Active.

  8. Save this categorization by clicking on the Add button.

  9. Repeat steps 3 through 8 for the other two CTI combinations.

Install Agent for Integration

After customizing your Change Management Server, you can now install an agent that will be used for integration. The agent is the same as any other agent, however not every OS is supported. For a Remedy integration, you may use a Windows agent or an HPUX agent only.

The agent may be installed on the same server that the Change Management software is on, or it can be installed remotely. You may also choose to pick one of your existing agents to be the agent that will provide integration.

The installation process is the same as with any other agent. There are no additional steps other than deciding which agent will act as the Change Management integration agent.

Integration Steps on the Configuration Change Console Server

To finish the integration, you configure the Configuration Change Console Server to connect to the Change Management Server. The detailed instructions for this are available in the Configuration Change Console User's Guide chapter titled, Integrating with A Change Management Server.