Sun Java System Identity Manager 6.0 Resources Reference 2005Q4M3 |
RemedyThe Remedy resource adapter is defined in the com.waveset.adapter.RemedyResourceAdapter class.
This adapter supports the following versions of Remedy Help Desk:
- 4.5
- 5.0
Note The Remedy Active Sync adapter (com.waveset.adapter.
RemedyActiveSyncResourceAdapter has been deprecated as of Identity Manager 5.0 SP1. All features in this adapter are now in the Remedy adapter. Although existing instances of the Remedy Active Sync adapter will still function, new instances of these can no longer be created.
Resource Configuration Notes
If you set the ARTCPPORT and ARRPC environment variables, then these values will override the values specified in the Remedy TCP Port and Remedy RPC Socket resource parameters.
Identity Manager Installation Notes
No additional installation procedures are required on this resource.
Usage Notes
Before Identity Manager 5.5, the Remedy Active Sync adapter used the Process to run with changes field to determine which process to launch when a change was detected. The process specified in this field is now specified in the Active Sync Resolve Process rule. This rule is required if Active Sync is enabled.
If you do not enable the Active Sync functionality, then the Remedy adapter automates the integration of Remedy tickets into a Identity Manager workflow.
If you use the Active Sync functionality, then the adapter can be configured to support the following features:
With Active Sync, the Remedy adapter uses the Update Search Filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters to determine which tickets are returned. The Update Search Filter or Last Fetched Filter, or both, should be used.
The Update Search Filter parameter is an optional parameter that contains an executable Remedy search expression. This parameter can contain any valid search expression that can be entered in the Advanced Search Criteria of the Remedy User application. (Valid search expressions can contain fields, selection values, and keywords.) The adapter does not attempt to check the validity of the search expression.
The following examples illustrate search expressions that would work with the Help Desk Cases sample form provided with the Remedy User application.
If the Last Fetched Filter parameter is used, then the Last Fetched Conjunction parameter must also be specified. The Last Fetched Conjection parameter may contain one of the following values:
The Last Fetched Filter parameter specifies another Remedy search expression, but this expression can contain one or more user attributes defined in Identity Manager. This feature allows you to construct an expression that compares values returned in a previous poll to values returned in the current poll. For example, if the Case ID+ field on your Remedy form contains an ID that is unique for every ticket, then this value can be compared on each poll. If the value is higher on the current poll than on the previous poll, then return information about the ticket. The following expression illustrates this feature:
'Case ID+' > "$(caseId)"
The value specified between the parentheses must be a Waveset User Attribute defined on the schema map page. The $(caseId) token will be replaced with the value returned on the previous poll. An example value might be HD0000045.
Note The first time the adapter polls, the Last Fetched Filter is not applied, because there are no previously fetched values. The filter will be run in all subsequent polls.
The adapter concatenates the Update search filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters and sends a search expression similar to the following:
'Status' = “New” AND 'Case ID+' > “HD00000045”
Security Notes
This section provides information about supported connections and privilege requirements.
Supported Connections
Identity Manager uses Remedy APIs to communicate with the Remedy adapter.
Required Administrative Privileges
The account used to login to the Remedy server must be on the permission list of all Remedy objects accessed by Identity Manager.
Provisioning Notes
The following table summarizes the provisioning capabilities of this adapter.
Feature
Supported?
Enable/disable account
Not applicable
Rename account
No
Pass-through authentication
No
Before/after actions
No
Data loading methods
Active Sync
Import from resource
Account Attributes
The Remedy adapter does not provide default account attributes. Use the following guidelines when adding custom attributes:
- The Waveset User Attribute value can be used in forms and workflows. For the Remedy Active Sync adapter, this value can be used as part of the value specified in the Last Fetched Filter resource parameter.
- The Resource User Attribute must be a valid Remedy field ID. Every field in a Remedy form must have an integer field ID that is unique within that form.
To view the ID of field from within Remedy Administrator, open the form and select the field. The field ID is displayed in brackets in the Find Field drop down menu.
- If a Resource User Attribute corresponds to a Remedy Diary field, then the attribute value will be multi-valued. Each value in the value list is in the following format:
Timestamp User Message
where:
Timestamp — An integer indicating the number of seconds since 1970-01-01 UTC.
User — The Remedy user who added the message to the diary.
Message — The diary entry.
- To allow the Remedy adapter to change passwords, you must do the following:
Resource Object Management
None
Identity Template
The identity template for Remedy is generated by the Remedy system. Any identity template established through Identity Manager is ignored.
Sample Forms
None
Troubleshooting
Use the Identity Manager debug pages to set trace options on the following class:
com.waveset.adapter.RemedyResourceAdapter
In addition, you can set the following Identity Manager logging parameters for the resource instance: