1 Introduction to the Connector
Versions Supported
The PagerDuty Connector communicates through version 2 of the REST API component of PagerDuty and functions with Oracle Enterprise Manager Cloud Control 13c Release 5 (13.5.0.0.0) and later versions.
Ticket Generation Contents
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 help desk analysts to leverage Enterprise Manager's diagnostic and resolution features to resolve the incident.
In Enterprise Manger, the ticket ID, and link to the PagerDuty Incident is shown in the context of the incident. This provides Enterprise Manager administrators an easy way to quickly access the ticket.
Auto Ticketing
Auto ticketing refers to creating or updating tickets automatically for any matching rule(s) in Enterprise Manager. You can define a set of event or incident rules for which tickets must be opened/updated for changes in underlying event or incident attributes. For example, changing event severity from Warning to Critical can update the associated ticket.
See Also:
Using Incident Management chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide.
After the ticket is opened, any subsequent update of the incident attributes or underlying event attributes, such as a change in underlying events severity, updates the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and you can optionally go to PagerDuty to close the ticket.
See Also:
Manual Ticketing
From the Enterprise Manager console, you can manually open a PagerDuty incident based on an open incident in Enterprise Manager. The PagerDuty Connector populates the ticket with details based on the incident and the ticket template selected.
See Also:
Ticket Templates
Ticket templates are XML transformation style sheets that transform Enterprise Manager incidents to a PagerDuty incident format before the requests are sent to PagerDuty. A ticket template specifies how an Enterprise Manager incident and its associated event attributes can be mapped to the ticket attributes of PagerDuty.
In Auto Ticketing, while setting up a rule, you select a configured connector and select the ticket template from the template list. The selected ticket template is used when a ticketing request is sent to the PagerDuty. For manual ticketing, you have to select a connector instance and ticket template before submitting a request for ticket creation.
The PagerDuty Connector includes some out-of-box default ticket templates. You can customize default templates according to your functional needs. Oracle recommends that you back up these factory-built templates before customizing them.
See Also:
Grace Period
The grace period enables you to prevent creating a large number of tickets for frequently created incidents due to recurrence of the same event.
For example, an event is raised and causes an incident to be created in Enterprise Manager. The rule defined to create the ticket enforces the ticket to be created in PagerDuty. If the grace period is one hour and the event is cleared at 10:00 AM, this clears the incident and ticket. If the same event reoccurs before 11:00 AM and enforces creation of another incident, the grace period functionality stops creation of a new ticket for this and reopens the same ticket instead. Note: This only works if the ticket is not resolved in PagerDuty.
Note:
In PagerDuty, after a ticket is set to a Closed status, it cannot be reopened. Consequently, an incident that re-triggers within the grace period cannot reopen the ticket but only annotate it.
If you want to reopen a ticket for incident occurrences that fall within the grace period, set the ticket status to Resolved instead of Closed when the incident clears. This enables the PagerDuty Connector to reopen the ticket if the same incident reoccurs within the grace period.
Retry
The “Retry" section, available on the connector configuration page, enables you to specify whether a failed ticketing request needs to be retried within a configurable expiration time.
Enabling the Retry option gives you the option of specifying whether you want to resend a ticketing request if the request fails the first time, and specifying the time period after which you want to abandon the retry. Enterprise Manager retries every 2 minutes until the request is successful or the retry interval expires.