1 Introduction to the Connector

HP ServiceCenter ConnectoroverviewThe HP Service Manager 9 Connector 12.1.0.1.0 integrates HP Service Manager Version 9 (HPSM) incident management with Enterprise Manager. Using this connector, you can create, update, reopen, and close an HP Service Manager Incident (ticket) based on incidents in Enterprise Manager. The HP Service Manager Connector integrates Enterprise Manager with HP Service Manager through either an HTTP or HTTPS connection. Note that the term ticket refers to an HP Service Manager incident, and is used throughout this document.

The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable helpdesk analysts leverage Enterprise Manager's diagnostic and resolution features to resolve the incident. In Enterprise Manger, the ticket ID, ticket status, and link to the HP Service Manager console is the shown in the context of the incident. This provides Enterprise Manager administrators with ticket status information and an easy way to quickly access the ticket.

The following sections explain various HP Service Manager Connector concepts and requirements that you should understand before you start using the HP Service Manager Connector:

• Auto Ticketing

• Manual Ticketing

• Ticket Templates

• Grace Period

• Retry

• Versions Supported

• Prerequisites