Contents

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

1 Introduction to the Connector

• 1.1 Auto Ticketing
• 1.2 Manual Ticketing
• 1.3 Ticket Templates
• 1.4 Grace Period
• 1.5 Retry
• 1.6 Versions Supported
• 1.7 Prerequisites

2 Installing and Uninstalling the Connector

• 2.1 Installing the Connector
  • 2.1.1 Installing the Connector if Enterprise Manager is in "Offline" Mode
• 2.2 Uninstalling the Connector

3 Configuring the Connector

• 3.1 Creating a Connector Instance
• 3.2 Configuring the Connector
• 3.3 Enabling or Disabling the Connector
• 3.4 Providing General Settings
  • 3.4.1 Connection Settings
  • 3.4.2 Web Console Settings
  • 3.4.3 Grace Period
  • 3.4.4 Retry
• 3.5 Working with Ticket Templates
  • 3.5.1 Adding Ticket Templates
  • 3.5.2 Viewing Template Code
  • 3.5.3 Removing a Template
  • 3.5.4 Editing Templates
  • 3.5.5 Restoring Templates
• 3.6 Configuring the HP Service Manager Web Console
• 3.7 Navigating Between Enterprise Manager and HP Service Manager
  • 3.7.1 Navigating from Enterprise Manager to HP Service Manager
  • 3.7.2 Navigating from HP Service Manager to Enterprise Manager

4 Creating Service Manager Tickets

• 4.1 Automatically Creating a Ticket
• 4.2 Manually Creating a Ticket
• 4.3 Post-creation Advisory Information

5 Using Out-of-Box Templates

• 5.1 Out-of-Box HP Service Manager Templates
• 5.2 Reading and Mapping Ticket Templates
  • 5.2.1 Service_Manager_7.0_Default_Incident.xsl - Create
  • 5.2.2 Service_Manager_7.0_Default_Incident.xsl - Update
  • 5.2.3 Service_Manager_7.0_Default_Incident_AutoClose.xsl - Create
  • 5.2.4 Service Manager_7.0_Default_Incident_AutoClose.xsl - Update
  • 5.2.5 Service Manager_7.1_Default_Incident.xsl - Create
  • 5.2.6 Service Manager_7.1_Default_Incident.xsl - Update
  • 5.2.7 Service Manager_7.1_Default_Incident_AutoClose.xsl - Create
  • 5.2.8 Service Manager_7.1_Default_Incident_AutoClose.xsl - Update
  • 5.2.9 Formatted Enterprise Manager Incident Contents
  • 5.2.10 Severity Mapping
• 5.3 Customizing Ticket Templates
• 5.4 Exporting the Ticketing Template Files
• 5.5 Modifying Ticket Templates
• 5.6 Custom Template Examples
  • 5.6.1 Example 1
  • 5.6.2 Example 2

6 Customizing Support Ticketing Inbound Operations

• 6.1 Adding a Custom Field to HPSM
• 6.2 Setting Up EM CLI
• 6.3 Exporting the Notification Script Files
• 6.4 Setting Up the Notification Script
• 6.5 Uninstall Customization to HP Service Manager for Support Ticket Inbound Operations
  • 6.5.1 Remove Calls to the Notification Script
  • 6.5.2 Remove Custom Field Added for Script Operation
• 6.6 Uninstalling EM CLI

A Enabling SSL for HTTPS

• A.1 Generating and Importing a Certificate Request
• A.2 Installing and Configuring SSL
• A.3 Importing the Adapter Certificate into Enterprise Manager

B Preventing HP Service Manager Update Issues

C Enterprise Manager Incident Format

D HP Service Manager WSDL Format

E Enterprise Manager Incident Examples

• E.1 Create Example
• E.2 Update Example
• E.3 Clear Example
• E.4 Reopen Example

Index