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 CASD Ticketing 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 Prerequisites
    • 2.4.2.2 Installing the Adapter on Unix
    • 2.4.2.3 Running the Adapter on Unix
    • 2.4.2.4 Testing the Adapter on Unix
  • 2.4.3 Installing and Running the CASD Adapter on Windows
    • 2.4.3.1 Prerequisites
    • 2.4.3.2 Installing the Adapter on Windows
    • 2.4.3.3 Running the Adapter as a Windows Service (Optional)
    • 2.4.3.4 Running the Adapter on Windows
      • 2.4.3.4.1 Standalone Service
      • 2.4.3.4.2 Windows Service
    • 2.4.3.5 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