3 Configuring the Connector

This chapter provides the following information for setting up and configuring the Siebel Connector and related tasks:

Configuring the Connector

Perform the following steps for basic configuration:

  1. As Super Administrator, from the Enterprise Manager console, click Setup.

    The Overview of Setup page appears.

  2. Click Management Connectors in the left pane.

    The Management Connectors page appears. The row for the ticketing connector should appear on this page.

  3. Click the Configure icon for the connector that you just registered.

    The General tab of the Configure Management Connector page appears (Figure 3–1).

    Figure 3-1 Configure Management Connector Page

    Surrounding text describes Figure 3-1 .
  4. Configure the following:

    • Connection settings

      • Web Service End Points

      • Authentication details

    • Web Console settings

    • Grace Period

    See Section 3.2, "Providing General Settings" for details.

  5. In the Configure Management Connector page, go to the Ticket Templates tab (Figure 3–2) and ensure that ticket templates are successfully loaded.

If you choose HTTPS as the protocol to establish a connection between MOM and Enterprise Manager, see Chapter 6, "Enabling SSL for HTTPS".

Providing General Settings

The following sections explain how to provide various configuration details.

Connection Settings

The HelpDesk connector communicates with the Help Desk through their Web services.

  • Web Service End Points — End points to createTroubleTicket, updateTroubleTicket, and getTroubleTicket Web services exposed by Siebel HelpDesk.

  • Username — User with the privilege to create, update, and query tickets in Siebel. All service requests created through the connector are generated using this user account.

  • Password — Password associated with the supplied Siebel user.

Web Console Settings

Web Console settings are required if you want the connector to provide links from Enterprise Manager to the Siebel Help Desk application user interface. These links are the User Interface navigational links from Enterprise Manager to the Siebel Help Desk application user interface.

To enable this functionality, provide the following Web console settings.

  • Enable web console — Check this box to enable launching of the Siebel Service Request page within the context from Enterprise Manager.

  • HelpDesk Host— Siebel HelpDesk host name. Provide the machine name and port details of the Web server that hosts the Siebel Application User Interface (and not the details of Web services or the database server).

Grace Period

You can enable and disable the grace period and configure its value. By default, the grace period is disabled. See "Grace Period" on page 1E2 for details. This setting applies to all alerts the Siebel Connector processes.

Working with Ticket Templates

The following sections provide information about viewing, removing, replacing, and adding ticket templates. Use the Configure Management Connector Ticket Templates page (Figure 3–2) to perform any of the activities described in the following sections.

Figure 3-2 Configure Management Connector Ticket Templates Page

Surrounding text describes Figure 3-2 .

Viewing Template Code

Click a template name to view the code for the template.

The ticket templates are in XSLT format. A basic knowledge of XSLT is required to understand the code.

Removing a Template

To remove a template, do the following:


If the template you delete has a notification rule associated with it, the notification fails.
  1. Select the template and click Remove.

  2. At the prompt, confirm the removal.

  3. Before you exit the page, click OK for the deletion to take effect.


    Unless you click OK before you exit, the template is not deleted. The next time you go to the Ticket Template page, the templates reappear.

    Though the ticket template is removed from the Enterprise Manager repository, it is still available on OMS in the connector home directory. You can re-register the ticket template later if required.

Replacing Templates

To replace an existing ticket template, do the following:

  1. Delete the ticket template.

  2. Register the new template using emctl.

Adding New Templates

To add templates, you should define new templates and register them using emctl.

See Also:

"Customizing Ticket Templates" on page AE1.

Re-registering Removed Connectors

The Siebel Connector is automatically registered when Enterprise Manager is installed. However, you may remove this connector at some point and then want to subsequently re-register it.

To re-register a connector that has been removed:

  1. Run the following command on all Oracle Management Servers:

    emctl extract_jar connector EMHelpdesk.jar Siebel_Connector $ORACLE_HOME

    Files are extracted from the jar file to the following directory:

  2. From the Oracle Management Server (OMS) host command window, run the following emctl command from the $ORACLE_HOME/bin directory:

    emctl register_connector connector $ORACLE_HOME/sysman/connector/ Siebel_Connector/SiebelDeploy.xml host port database_SID username password  $ORACLE_HOME
  3. Run the following emctl command from the same directory:

    emctl register_ticket_template connector $ORACLE_HOME/sysman/connector/Siebel_Connector/siebelTemplates/SiebelHelpdeskTemplate.xsl host port database_SID username password connector_type_name connector_name template_name template_description


For multiple Oracle Management Servers, you only need to register the connector once from any of the Oracle Management Servers.