Ticketing Inbound is a new optional feature added in Enterprise Manager 12c. This feature synchronizes the ticket status between Service Manager and Enterprise Manager. This feature requires the addition of a new field to the HP Service Manager incident database to contain the Enterprise Manager connector identifier. It also requires the setup of a Java script in HP Service Manager that is called to send the status information to Enterprise Manager whenever a status change occurs. You can skip this chapter if you choose not to implement this feature.
When a ticket or incident Enterprise Manager creates is updated manually at the Service Manager console, the new ticket status is updated in Enterprise Manager. The update at the Service Manager console triggers a Java script that calls the EM CLI utility to send the new status to Enterprise Manager.
This chapter provides the following procedures to set up the ticketing inbound feature: