1 About the Connector

Oracle Identity Manager automates access rights management, security, and provisioning of IT resources. Oracle Identity Manager connectors are used to integrate Oracle Identity Manager with third-party applications. This guide discusses the procedure to deploy the connector that is used to integrate Oracle Identity Manager with BMC Remedy Ticket Management.

This chapter contains the following sections:

Reconciliation Module
Provisioning Module
Supported Functionality
Multilanguage Support
Files and Directories That Comprise the Connector
Determining the Release Number of the Connector

Note:

At some places in this guide, ARS Remedy System is also referred to as the target system.

For this connector, BMC Remedy is treated as a provisioning tool or medium.

In this connector, target application refers to the application provisioned indirectly via Remedy's Help desk-based manual/automated processes.

1.1 Connector Architecture

The architecture of the connector is the blueprint for the functionality of the connector.

The primary function of the connector is to create tickets on the target system through Oracle Identity Manager. In other words, ARS Remedy System can be configured to run as a target resource of Oracle Identity Manager. In addition, the connector enables provisioning operations through which ticket data changes are propagated from Oracle Identity Manager to ARS Remedy System.

During reconciliation, the connector fetches into Oracle Identity Manager data about tickets created or modified directly on the target system. It reconciles only records that have been provisioned from Oracle Identity Manager. To achieve this, the OIMUserId custom field is added on the target system HPD:Help Desk Forms.

Tickets are created during provisioning in the HPD:Help Desk Forms of the target system. The connector uses Remedy APIs to connect to the target system and provision tickets.

Figure 1-1 shows the architecture of the BMC Remedy Ticket Management connector.

Figure 1-1 Architecture of the BMC Remedy Ticket Management Connector

Description of "Figure 1-1 Architecture of the BMC Remedy Ticket Management Connector"

Tickets are created during provisioning in the People form of the BMC Remedy target system. The connector makes use of Remedy APIs to connect to the Remedy Server, and in turn provision the account.

During reconciliation, ticket records are retrieved from the People form.

1.2 Reconciliation Module

Reconciliation involves duplicating in Oracle Identity Manager the creation of and modifications to user accounts on the target system. It is an automated process initiated by a scheduled task that you configure.

See Also:

The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Concepts Guide for conceptual information about reconciliation configurations

Based on the type of data reconciled from the target system, reconciliation can be divided into the following types:

Lookup Fields Reconciliation
Ticket Reconciliation

1.2.1 Lookup Fields Reconciliation

Lookup fields reconciliation involves reconciling the following lookup fields:

Category (Operational Categorization Tier 1)
Item (Operational Categorization Tier 2)
Type (Operational Categorization Tier 3)

1.2.2 Ticket Reconciliation

Ticket reconciliation involves reconciling the following fields:

Summary
Notes
Category (Operational Categorization Tier 1)
Type (Operational Categorization Tier 2)
Item (Operational Categorization Tier 3)
ServiceType
FirstName
LastName
ReportedSource
StatusReason
OIMUserId

Note:
While deploying the connector, you create the OIMUserId field on the target system. During the Create Ticket provisioning operation, this field is populated with the User ID of the OIM User for whom you are creating the ticket. During reconciliation, the value in the OIMUserId field is brought to Oracle Identity Manager and is used for user matching purposes.
IncidentId
Impact
Urgency

1.3 Provisioning Module

Provisioning involves creating or modifying a Ticket in the Remedy Helpdesk system through Oracle Identity Manager. You use the Oracle Identity Manager Administrative and User Console to perform provisioning operations.

Oracle Identity Manager sends basic provisioning information to Remedy for provisioning a ticket. The provisioning connector invokes Remedy to generate a ticket. Provisioning information includes:

Target application
Access information for target application modules
Ticket provisioning information

You use the Oracle Identity Manager Administrative and User Console to perform provisioning operations.

See Also:

The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Concepts Guide for conceptual information about provisioning

In provisioning, you can specify values for the following fields:

Summary
Notes
Category
Type
Item
FirstName
LastName
ServiceType
Impact
Urgency
ReportedSource

1.4 Supported Functionality

The following table lists the functions that are available with this connector.

Function	Type	Description
Create Ticket	Provisioning	Creates a ticket
Update Summary	Provisioning	Updates the Summary of a ticket
Update Category	Provisioning	Updates the Category of a ticket
Update Type	Provisioning	Updates the Type of a ticket
Update Item	Provisioning	Updates the Item of a ticket
Update ServiceType	Provisioning	Updates the ServiceType of a ticket
Update ReportedSource	Provisioning	Updates the ReportedSource of a ticket
Update Impact	Provisioning	Updates the Impact of a ticket
Reconcile Lookup Field	Reconciliation	Reconciles the lookup fields
Reconcile Ticket Data	Reconciliation	Reconciles ticket data from BMC Remedy Ticket Management to Oracle Identity Manager

1.5 Multilanguage Support

This release of the connector supports the following languages:

See Also:

Bug 8203695 in the "Known Issues" chapter

Arabic
Chinese Simplified
Chinese Traditional
Danish
English
French
German
Italian
Japanese
Korean
Portuguese (Brazilian)
Spanish

See Also:

Oracle Identity Manager Globalization Guide for information about supported special characters

1.6 Files and Directories That Comprise the Connector

The files and directories on the installation media are listed in Table 1-1.

Table 1-1 Files and Directories On the Installation Media

File in the Installation Media Directory	Description
configuration/BMC RemedyTicket Reconciliation-CI.xml	This XML file contains configuration information that is used during connector installation.
config/attributemapping_prov.properties	This file contains the attributes required for provisioning.
config/attributemapping_recon.properties	This file contains the attributes required for reconciliation.
lib/xlBMCRemedyTicket.jar	This file contains the class files that are required for provisioning. During connector installation, this file is copied into the following directory: OIM_HOME/xellerate/JavaTasks
lib/xlBMCRemedyTicketRecon.jar	This file contains the class files that are required for reconciliation. During connector installation, this file is copied into the following directory: OIM_HOME/xellerate/ScheduleTask
File in the `resources` directory	Each of these resource bundle files contains language-specific information that is used by the connector. Note: A resource bundle is a file containing localized versions of the text strings that are displayed on the user interface of Oracle Identity Manager. These text strings include GUI element labels and messages displayed on the Administrative and User Console.
test/config/config.properties	This file contains the parameters required to connect to the target system and test connector operations.
test/config/log.properties	This file is used to store log information from tests that you run.
test/scripts/BMCRemedyTicket.bat test/scripts/BMCRemedyTicket.sh	This file is used to run the test utility.
xml/BMCTicketConnector_DM.xml	This file contains definitions for the following components of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasks Lookup definitions Scheduled tasks

File in the Installation Media Directory	Description
configuration/BMC RemedyTicket Reconciliation-CI.xml	This XML file contains configuration information that is used during connector installation.
config/attributemapping_prov.properties	This file contains the attributes required for provisioning.
config/attributemapping_recon.properties	This file contains the attributes required for reconciliation.
lib/xlBMCRemedyTicket.jar	This file contains the class files that are required for provisioning.
lib/xlBMCRemedyTicketRecon.jar	This file contains the class files that are required for reconciliation.
File in the `resources` directory	Each of these resource bundle files contains language-specific information that is used by the connector. Note: A resource bundle is a file containing localized versions of the text strings that are displayed on the user interface of Oracle Identity Manager. These text strings include GUI element labels and messages displayed on the Administrative and User Console.
test/config/config.properties	This file contains the parameters required to connect to the target system and test connector operations.
test/config/log.properties	This file is used to store log information from tests that you run.
test/scripts/BMCRemedyTicket.bat test/scripts/BMCRemedyTicket.sh	This file is used to run the test utility.
xml/BMCTicketConnector_DM.xml	This file contains definitions for the following components of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasks Lookup definitions Scheduled tasks

The "Copying the External Code Files" section provides instructions to copy these files into the required directories.

1.7 Determining the Release Number of the Connector

You can use the following method to determine the release number of the connector:

Extract the contents of the xlBMCRemedyTicket.jar file. This file is in the following directory on the installation media:
```
OIM_HOME/xellerate/JavaTasks/xlBMCRemedyTicket.jar
```
Open the Manifest.mf file in a text editor. The Manifest.mf file is one of the files bundled inside the xlBMCRemedyTicket.jar file.

In the Manifest.mf file, the release number of the connector is displayed as the value of the Version property.