| Oracle® Identity Manager Connector Guide for BMC Remedy Ticket Management Release 9.0.4 Part Number E11222-04 |
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| Oracle® Identity Manager Connector Guide for BMC Remedy Ticket Management Release 9.0.4 Part Number E11222-04 |
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View PDF |
Deploying the connector involves the following steps:
Depending on the release of Oracle Identity Manager that you use, perform the procedures described in one of the following sections:
The following table lists the deployment requirements for the connector.
| Item | Requirement |
|---|---|
| Oracle Identity Manager | Oracle Identity Manager release 8.5.3.1 or later |
| Target systems | BMC Remedy AR System 7.x
Note: The target system does not support SSL communication. |
| External code files | The set of required files depends on the operating system on which Oracle Identity Manager is running. See "Copying the External Code Files" for more information. |
| Target system user account | Create a user in BMC Remedy with all the privileges assigned to the Demo user.
You provide the credentials of this user account while performing the procedure in the "Defining IT Resources" section. |
Depending on the operating system on which Oracle Identity Manager is running, perform the procedure described in one of the following sections:
Note:
While installing Oracle Identity Manager in a clustered environment, you copy the contents of the installation directory to each node of the cluster. Similarly, you must copy the contents of the
connectorResources directory and the JAR files to the corresponding directories on each node of the cluster.To copy external code files on Oracle Identity Manager running on Microsoft Windows:
Copy the following files from the BMC Remedy Admin Client installation directory (for example, C:/Program Files/AR System) to the OIM_HOME/xellerate/ThirdParty directory:
Note:
If you do not have these files in your target system installation directory, then check with your vendor.arapi70.jar
arutil70.jar
arapi70.dll
arjni70.dll
arrpc70.dll
arutl70.dll
icudt32.dll
icuin32.dll
icuuc32.dll
Include OIM_HOME/xellerate/ThirdParty in the PATH environment variable.
To copy external code files on Oracle Identity Manager running on Linux or Solaris:
Copy the following files from the BMC Remedy Admin Client installation directory (for example, BMC_HOME/ar/mid-tier/WEB-INF/lib/) to the OIM_HOME/xellerate/ThirdParty directory:
Note:
If you do not have these files in your target system installation directory, then check with your vendor.These.so files are different for different (for example, x86 and SPARC) platforms. Ensure that you use the.so files that are specific to the type of platform on which Oracle Identity Manager is running.
libarjni70.so
libarutiljni70.so
libicudatabmc.so
libicudatabmc.so.32
libicui18nbmc.so
libicui18nbmc.so.32
libicuiobmc.so
libicuiobmc.so.32
libicuucbmc.so
libicuucbmc.so.32
arapi70.jar
arutil70.jar
Add the following lines at the end of the system profile file:
LD_LIBRARY_PATH=OIM_HOME/xellerate/ThirdParty
export LD_LIBRARY_PATH
Note:
In this guide, the term Connector Installer has been used to refer to the Connector Installer feature of the Oracle Identity Manager Administrative and User Console.Installing the connector on Oracle Identity Manager release 9.1.0 or later involves the following procedures:
To run the Connector Installer:
Copy the contents of the connector installation media into the following directory:
OIM_HOME/xellerate/ConnectorDefaultDirectory
Log in to the Administrative and User Console by using the user account described in the "Creating the User Account for Installing Connectors" section of Oracle Identity Manager Administrative and User Console Guide.
Click Deployment Management, and then click Install Connector.
From the Connector List list, select BMC Remedy Ticket Management RELEASE_NUMBER. This list displays the names and release numbers of connectors whose installation files you copy into the default connector installation directory:
OIM_HOME/xellerate/ConnectorDefaultDirectory
If you have copied the installation files into a different directory, then:
In the Alternative Directory field, enter the full path and name of that directory.
To repopulate the list of connectors in the Connector List list, click Refresh.
From the Connector List list, select BMC Remedy Ticket Management RELEASE_NUMBER.
Click Load.
To start the installation process, click Continue.
The following tasks are performed in sequence:
Configuration of connector libraries
Import of the connector XML files (by using the Deployment Manager)
Compilation of adapters
On successful completion of a task, a check mark is displayed for the task. If a task fails, then an X mark and a message stating the reason for failure are displayed. Depending on the reason for the failure, make the required correction and then perform one of the following steps:
Retry the installation by clicking Retry.
Cancel the installation and begin again from Step 1.
If all three tasks of the connector installation process are successful, then a message indicating successful installation is displayed. In addition, a list of the steps that you must perform after the installation is displayed. These steps are as follows:
Ensuring that the prerequisites for using the connector are addressed
Note:
At this stage, run thePurgeCache utility to load the server cache with content from the connector resource bundle in order to view the list of prerequisites. Refer to "Clearing Content Related to Connector Resource Bundles from the Server Cache" for information about running the PurgeCache utility.
There are no prerequisites for some predefined connectors.
Configuring the IT resource for the connector
Record the name of the IT resource displayed on this page. The procedure to configure the IT resource is described later in this guide.
Configuring the scheduled tasks that are created when you installed the connector
Record the names of the scheduled tasks displayed on this page. The procedure to configure these scheduled tasks is described later in this guide.
When you run the Connector Installer, it copies the connector files and external code files to destination directories on the Oracle Identity Manager host computer. These files are listed in Table 1-1.
You must manually copy the following files to the specified destination directories:
| File in the Installation Media Directory | Destination Directory |
|---|---|
Files in the config directory
Files in the |
OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config
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Files in the test/scripts directory |
OIM_HOME/xellerate/XLIntegrations/BMCTICKET/scripts
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Installing the Connector in an Oracle Identity Manager Cluster
While installing Oracle Identity Manager in a clustered environment, you must copy all the JAR files and the contents of the connectorResources directory into the corresponding directories on each node of the cluster. See Table 1-1 for information about the files that you must copy and their destination locations on the Oracle Identity Manager server.
Note:
Perform this procedure if you are installing the connector on Oracle Identity Manager release 9.1.0 or later.You must specify values for the parameters of the BMCTicket IT resource as follows:
Log in to the Administrative and User Console.
Expand Resource Management.
Click Manage IT Resource.
In the IT Resource Name field on the Manage IT Resource page, enter BMCTicket and then click Search.
Click the edit icon for the IT resource.
From the list at the top of the page, select Details and Parameters.
Specify values for the parameters of the IT resource. The following table describes each parameter:
| Parameter | Description |
|---|---|
UserName |
User ID that is used to connect to the target system
The default value is |
Password |
Password for the user ID that is used to connect to the target system |
SeverName |
IP address or computer name of the BMC Remedy server. |
Port |
TCP/IP port at which the BMC Remedy server is listening
The default value is |
LastReconTime |
Starting with the first reconciliation run, this parameter stores the time-stamp value at which the reconciliation run ends.
The default value is |
IsSecure |
Specifies whether or not the encryption feature is enabled
The value can be |
FormNameHelpDesk |
Name of the form/view in the target system from which details of newly created and updated Ticket can be obtained
The default value is |
FormNameInterface |
Name of the form/view in the target system from which details of newly created tickets can be obtained
The default value is |
NoOfTrials |
The maximum number of times the connector tries to connect to the target system.
The default value is |
DelayBetweenTrials |
The time gap to connect to Target system when timeout occurs.
The default value is |
FullNameOfUser |
Full name of the user who is trying to connect to the target system. |
To save the values, click Update.
Installing the connector on any Oracle Identity Manager release between releases 8.5.3.1 and 9.0.3.1 involves the following procedures:
The connector files to be copied and the directories to which you must copy them are given in the following table.
Note:
The directory paths given in the first column of this table correspond to the location of the connector files in the following directory on the installation media:Help Desk/BMC Remedy/BMC Remedy Ticket Management
Refer to the "Files and Directories That Comprise the Connector" section for more information about these files.
| File in the Installation Media Directory | Destination Directory |
|---|---|
Files in the config directory
Files in the |
OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config
|
lib/xlBMCRemedyTicket.jar |
OIM_HOME/xellerate/JavaTasks
|
lib/xlBMCRemedyTicketRecon.jar |
OIM_HOME/xellerate/ScheduleTask
|
File in the resources directory |
OIM_HOME/xellerate/connectorResources
|
Files in the test/scripts directory |
OIM_HOME/xellerate/XLIntegrations/BMCTICKET/scripts
|
xml/BMCTicketConnector_DM.xml |
OIM_HOME/xlclient
|
As mentioned in the "Files and Directories That Comprise the Connector" section, the connector XML file contains definitions of the components of the connector. By importing the connector XML file, you create these components in Oracle Identity Manager.
To import the connector XML file into Oracle Identity Manager:
Open the Oracle Identity Manager Administrative and User Console.
Click the Deployment Management link on the left navigation bar.
Click the Import link under Deployment Management. A dialog box for opening files is displayed.
Locate and open the BMCTicketConnector_DM.xml file, which is in the OIM_HOME/xlclient directory. Details of this XML file are shown on the File Preview page.
Click Add File. The Substitutions page is displayed.
Click Next. The Confirmation page is displayed.
Click Next. The Provide IT Resource Instance Data page for the BMCTicket IT resource is displayed.
Specify values for the parameters of the BMCTicket IT resource. Refer to the table in the "Defining IT Resources" section for information about the values to be specified.
Click Next. The Provide IT Resource Instance Data page for a new instance of the BMCRemedyTicket IT resource type is displayed.
Click Skip to specify that you do not want to define another IT resource. The Confirmation page is displayed.
See Also:
If you want to define another IT resource, then refer to Oracle Identity Manager Administrative and User Console Guide for instructions.Click View Selections.
The contents of the XML file are displayed on the Import page. You may see a cross-shaped icon along with some nodes. These nodes represent Oracle Identity Manager entities that are redundant. Before you import the connector XML file, you must remove these entities by right-clicking each node and then selecting Remove.
Click Import. The connector XML file is imported into Oracle Identity Manager.
After you import the connector XML file, proceed to the next chapter.
You must specify values for the BMCTicket IT resource parameters listed in the following table.
| Parameter | Description |
|---|---|
UserName |
User ID that is used to connect to the target system
The default value is |
Password |
Password for the user ID that is used to connect to the target system
Default value is blank. |
SeverName |
IP address or computer name of the BMC Remedy server. |
Port |
TCP/IP port at which the BMC Remedy server is listening
The default value is |
LastReconTime |
Starting with the first reconciliation run, this parameter stores the time-stamp value at which the reconciliation run ends.
The default value is |
IsSecure |
Specifies whether or not the encryption feature is enabled
The value can be |
FormNameHelpDesk |
Name of the form/view in the target system from which details of newly created and updated Ticket can be obtained
The default value is |
FormNameInterface |
Name of the form/view in the target system from which details of newly created tickets can be obtained
The default value is |
NoOfTrials |
The maximum number of times the connector tries to connect to the target system.
The default value is |
DelayBetweenTrials |
The time gap to connect to Target system when timeout occurs.
The default value is |
FullNameOfUser |
Full name of the user who is trying to connect to the target system. |
After you specify values for these IT resource parameters, proceed to Step 9 of the procedure to import connector XML files.
Configuring the Oracle Identity Manager server involves the following procedures:
Note:
In a clustered environment, you must perform this step on each node of the cluster.Changing to the required input locale (language and country setting) involves installing the required fonts and setting the required input locale.
You may require the assistance of the system administrator to change to the required input locale.
While performing the instructions described in the "Copying the External Code Files" section, you copy files from the resources directory on the installation media into the OIM_HOME/xellerate/connectorResources directory. Whenever you add a new resource bundle in the connectorResources directory or make a change in an existing resource bundle, you must clear content related to connector resource bundles from the server cache.
To clear content related to connector resource bundles from the server cache:
In a command window, change to the OIM_HOME/xellerate/bin directory.
Note:
You must perform Step 1 before you perform Step 2. An exception is thrown if you run the command described in Step 2 as follows:OIM_HOME/xellerate/bin/batch_file_name
Enter one of the following commands:
On Microsoft Windows:
PurgeCache.bat ConnectorResourceBundle
On UNIX:
PurgeCache.sh ConnectorResourceBundle
Note:
You can ignore the exception that is thrown when you perform Step 2.In this command, ConnectorResourceBundle is one of the content categories that you can remove from the server cache. Refer to the following file for information about the other content categories:
OIM_HOME/xellerate/config/xlConfig.xml
When you enable logging, Oracle Identity Manager automatically stores in a log file information about events that occur during the course of provisioning and reconciliation operations. To specify the type of event for which you want logging to take place, you can set the log level to one of the following:
ALL
This level enables logging for all events.
DEBUG
This level enables logging of information about fine-grained events that are useful for debugging.
INFO
This level enables logging of informational messages that highlight the progress of the application at coarse-grained level.
WARN
This level enables logging of information about potentially harmful situations.
ERROR
This level enables logging of information about error events that may still allow the application to continue running.
FATAL
This level enables logging of information about very severe error events that could cause the application to stop functioning.
OFF
This level disables logging for all events.
The file in which you set the log level and the log file path depend on the application server that you use:
BEA WebLogic Server
To enable logging:
Add the following line in the OIM_HOME/xellerate/config/log.properties file:
log4j.logger.Adapter.BMCTicket=log_level
In this line, replace log_level with the log level that you want to set.
For example:
log4j.logger.Adapter.BMCTicket=INFO
After you enable logging, log information is written to the following file:
WebLogic_home/user_projects/domains/domain_name/server_name/server_name.log
IBM WebSphere Application Server
To enable logging:
Add the following line in the OIM_HOME/xellerate/config/log.properties file:
log4j.logger.Adapter.BMCTicket=log_level
In this line, replace log_level with the log level that you want to set.
For example:
log4j.logger.Adapter.BMCTicket=INFO
After you enable logging, log information is written to the following file:
WebSphere_home/AppServer/logs/server_name/startServer.log
JBoss Application Server
To enable logging:
In the JBoss_home/server/default/conf/log4j.xml file, locate the following lines:
<category name="Adapter.BMCTicket">
<priority value="log_level"/>
</category>
In the second XML code line, replace log_level with the log level that you want to set. For example:
<category name="Adapter.BMCTicket"> <priority value="INFO"/> </category>
After you enable logging, the log information is written to the following file:
JBoss_home/server/default/log/server.log
Oracle Application Server
To enable logging:
Add the following line in the OIM_HOME/xellerate/config/log.properties file:
log4j.logger.Adapter.BMCTicket=log_level
In this line, replace log_level with the log level that you want to set.
For example:
log4j.logger.Adapter.BMCTicket=INFO
After you enable logging, log information is written to the following file:
OC4J_home/opmn/logs/default_group~home~default_group~1.log
Configuring the target system involves the following steps:
Each target application must have a custom ticket form in BMC Remedy. To create a custom ticket form for a target application, you can use one of the following methods:
Create a copy of the HPD:IncidentInterface_Create and HPD:Help Desk forms.
Create a view that is based on the HPD:IncidentInterface_Create and HPD:Help Desk forms.
Before you create a copy or view of the HPD:IncidentInterface_Create or HPD:Help Desk form, you must perform the following steps:
See Also:
Action request system 7.1 Developing ARSystem Application:Basic for more information about adding fields on forms and to create viewsAdd the OIMUserId field on the HPD:IncidentInterface_Create or HPD:Help Desk form as follows:
Log in to BMC Remedy Administrator.
Click Filters.
Open the form.
If you are adding the field on the HPD:Help Desk form, then click the Contact tab.
Create a Character field and place the field as required.
Open the Field Properties dialog box for the character field that you create.
Click the Display tab.
In the Label field, enter OIMUserID.
Click the Permissions tab, and then assign the Public permission.
Close the Field Properties page.
Save the changes made to the form.
Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values from the HPD: IncidentInerface_Create form to the HPD:Help Desk form:
Log in to BMC Remedy Administrator.
Click Filters.
Open the HPD:HII:CreateIncident_100`! filter.
Click the If-Action(1) tab.
In the Fields region:
From the Name menu, select OIMUserID.
From the Value menu, select OIMUserID.
Save the filter, and then close it.
Update the value of the OIMUserId field in the attributemapping_prov.properties and attributemapping_recon.properties files.
These files are in the following directory:
OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config
In the attributemapping_prov.properties file, search for the following line:
OIMUserId=<database ID>
In this line, replace <database ID> with the database ID. For example:
OIMUserId=536870915
In the attributemapping_recon.properties file, search for the following line:
Ticket.OIMUserId=<database ID>
In this line, replace <database ID> with the database ID. For example:
Ticket.OIMUserId=536870915
After you make these changes, create a copy or view of the form for each target system. In each view or copy, add fields to provide information about the following:
Target application name
Access information for target application modules
User-specific details
This section discusses the following topics related to Remedy encryption:
To enable encryption and set encryption options, you must include server encryption options in the ar.conf file (UNIX) or the ar.cfg file (Microsoft Windows). You can do this by using a text editor.
You can set the Encrypt-Security-Policy encryption option. This is an integer value that indicates whether or not encryption is enabled. If this option is not in the ar.cfg (or ar.conf) file, then encryption is disabled by default. If encryption is enabled, then you can set encryption to any one of the following values to this option:
0: Encryption is allowed. Clients and servers with or without encryption enabled on them can connect to this AR System server.
1: Encryption is required. Only clients and servers that have encryption enabled on them can connect to this AR System server.
2: Encryption is disallowed. Regardless of whether or not encryption is enabled, clients and servers can communicate without encryption.
Sample Encryption Product Settings in the Configuration File
The following table explains sample settings for the options that you can add in the ar.conf (or ar.cfg) file.
| Option Settings | Significance |
|---|---|
| Encrypt-Security-Policy: 1 | Encryption is required. |
| Encrypt-Public-Key-Expire: 86400 | Public key duration is 1 day (86400 seconds). |
| Encrypt-Symmetric-Data-Key-Expire: 2700 | Symmetric data encryption key duration is 45 minutes (2700 seconds). |
| Encrypt-Public-Key-Algorithm: 5 | Public key encryption key strength is RSA-1024 (Performance Security). |
| Encrypt-Data-Encryption-Algorithm: 2 | Symmetric data encryption key strength is RC4 128-bit (Performance Security). |
If you do not set these options, then the default values are used. Defaults for the level of encryption depend on the encryption product that you are using.
To enable Remedy encryption:
Exit or stop all AR System processes that are running.
To do this, open Control Panel, Administrator Tools, and Services. Stop each AR System process that is running.
In the ar.conf file (for UNIX) or the ar.cfg file (for Microsoft Windows), add the Encrypt-Security-Policy option with a setting of 0 (encryption is allowed) or 1 (encryption is required). Add other options in the file as required.
The default UNIX directory for the ar.conf file is ar_install_dir/conf. In Microsoft Windows, the ar.cfg file is stored in the ar_install_dir\conf directory. Here, ar_install_dir is the installation directory for ARSystem on the AR server.
Caution:
If you set theEncrypt-Security-Policy option to 1 (encryption is required), then communication is not allowed for any server or client that has not been upgraded to use encryption.Restart the AR System server.
When the AR System server is started, it checks encryption licensing and encryption configuration settings, if encryption is enabled. If the appropriate Remedy Encryption product licenses are not detected or if invalid configuration settings are detected, then one or more of the following error messages are displayed.
If encryption is disabled, then encryption error checking does not occur and encryption errors are bypassed. Error messages are listed in the order in which they are detected.
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