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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
2
Installing and Uninstalling the Connector
2.1
Prerequisites
2.2
Installing the Connector
2.2.1
Install the Connector When Enterprise Manager is in "Online" Mode
2.2.1.1
Download the CA Service Desk Connector
2.2.1.2
Install the CS Service Desk Connector
2.2.2
Installing the Connector if Enterprise Manager is in "Offline" Mode
2.3
Exporting the Adapter Installation File
2.4
Installing the Adapter
2.4.1
Security Recommendations
2.4.2
Installing and Running the CASD Adapter on Unix
2.4.2.1
Installing the Adapter on Unix
2.4.2.2
Running the Adapter on Unix
2.4.2.3
Testing the Adapter on Unix
2.4.3
Installing and Running the CASD Adapter on Windows
2.4.3.1
Installing the Adapter on Windows
2.4.3.2
Running the Adapter as a Windows Service (Optional)
2.4.3.3
Running the Adapter on Windows
2.4.3.4
Testing the Adapter on Windows
2.5
Uninstalling the Connector
2.6
Uninstalling the Adapter
2.6.1
Uninstalling the Adapter on Unix
2.6.2
Uninstalling the Adapter on Windows
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 Option
3.5
Working with Ticket Templates
3.6
Changing Web Service Credentials
4
Creating Service Desk Tickets
4.1
Automatically Creating a Ticket
4.2
Manually Creating a Ticket
4.3
Post-creation Advisory Information
4.4
Navigating Between CASD and Enterprise Manager
4.4.1
Navigating from CASD to Enterprise Manager
4.4.2
Navigating from Enterprise Manager to CASD
5
Using Default Templates
5.1
Understanding the Template Process
5.2
Reading and Mapping Ticket Templates
5.3
Customizing Ticket Templates
5.4
Modifying Ticket Templates
5.5
Exporting the Ticket Template Files
5.6
Adding Ticket Templates
6
Troubleshooting the Connector
6.1
Diagnosing the Problem
6.2
Troubleshooting Adapter Startup Errors
6.3
JVM Errors
6.4
Troubleshooting Adapter Operations Errors
6.5
Errors to Check
7
Enabling SSL for HTTPS
7.1
Installing a Self-Signed Certificate
7.2
Installing a Certificate from a Certificate Authority
7.3
Importing the Adapter Certificate into Enterprise Manager
8
Customizing Support Ticketing Inbound Operations
8.1
Adding a Custom Field to CASD
8.2
Setting Up EM CLI
8.3
Installing the Notification Script
8.4
Setting up Status Notification
8.5
Exporting the Notification Script Files
8.6
Uninstalling the Customization to CASD
8.7
Uninstalling EM CLI
A
Connector Tips
A.1
Recommended Protocol
A.2
Supported Alerts
A.3
Changing the Default Adapter Port
A.4
Using the Correct URL for CASD Adapter Operations
B
Third-Party Product License Information
B.1
JDOM 1.0
B.2
AspectJ 1.6.1
B.3
Spring Framework 2.5.6
B.4
CXF Web Stack 2.2.3
B.5
Jetty Web Service Hosting 6.1.19
B.6
Quartz Scheduler 1.6
B.7
Apache Commons DBCP 1.2.2
B.8
Apache Commons Configuration 1.5
B.9
Jakarta Commons HTTP Client 3.1
B.10
Apache Commons Collection 3.2
B.11
Apache Derby Database 10.4.2
B.12
Log4j 1.2.14
B.13
Groovy 1.6.4
B.14
Apache Axis 1.4
B.15
JDOM 1.0
B.16
LibXML2
B.17
OpenSSL
Index
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