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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
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