Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

Preface

Audience

Documentation Accessibility

Related Documents

Conventions

1 Introduction to the Connector

Types of Alerts

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Versions Supported

Prerequisites

2 Installing and Registering the Connector

Installing the Connector

Removing the Remedy Connector

Adding the New HP ServiceCenter Connector

Uninstalling the Connector

Registering the Connector

3 Configuring the Connector

Configuring the Connector

Installing and Configuring the HP ServiceCenter 6.1 Web Console

Installing the HP ServiceCenter 6.1 Web Console

Configuring the HP ServiceCenter 6.1 Web Console

Testing the Connector

Working with Ticket Templates

Registering Ticket Templates

Viewing Template Code

Removing Templates

Replacing Templates

Adding New Templates

Avoiding Notification Failures

Navigating Between Enterprise Manager and HP ServiceCenter

Navigating from Enterprise Manager to HP ServiceCenter

Navigating from HP ServiceCenter to Enterprise Manager

4 Using Out-of-Box Templates

Out-of-Box HP ServiceCenter Templates

Reading and Mapping Ticket Templates

Customizing Ticket Templates

A Enabling SSL for HTTPS

Generating and Importing a Certificate Request

Installing and Configuring SSL

Adding Signed Certificates to Wallet Manager

B Preventing HP ServiceCenter Update Issues

Index

List of Examples

3-1 register_ticket_template connector

4-1 Adding an existing data element exposed in the ServiceCenter Incident Management WSDL

List of Figures

2-1 HP ServiceCenter Connector

3-1 Configure Management Connector General Page

3-2 Configure Management Connector Ticket Templates Page

3-3 Alert details in Enterprise Manager Console

3-4 Alert Details in HP ServiceCenter Console

4-1 Modifying HP ServiceCenter Template

List of Tables

2-1 emctl Parameters

3-1 emctl register_ticket_template Parameters

4-1 Out-of-Box HP ServiceCenter Templates

4-2 Ticket Creation (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

4-3 Ticket Updates (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

Oracle® Enterprise Manager

Installation and Configuration Guide for HP ServiceCenter Connector

Release 1.0.4.0.0

E12413-04

August 2009

Oracle Enterprise Manager Installation and Configuration Guide for HP ServiceCenter Connector, Release 1.0.4.0.0

E12413-04

Copyright © 2009, Oracle and/or its affiliates. All rights reserved.

Primary Author:  Leo Cloutier

This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited.

The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing.

If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable:

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Preface

This Installation and Configuration Guide for HP ServiceCenter Connector provides the information that you require to install and configure the HP ServiceCenter Connector that integrates Enterprise Manager with HP ServiceCenter management tools and help desk systems.

Audience

This guide is written for Oracle Enterprise Manager system administrators who want to install and configure HP ServiceCenter Connector to enable integration between Enterprise Manager and HP ServiceCenter 6.1.

You should already be familiar with Oracle Enterprise Manager.

Documentation Accessibility

Our goal is to make Oracle products, services, and supporting documentation accessible to all users, including users that are disabled. To that end, our documentation includes features that make information available to users of assistive technology. This documentation is available in HTML format, and contains markup to facilitate access by the disabled community. Accessibility standards will continue to evolve over time, and Oracle is actively engaged with other market-leading technology vendors to address technical obstacles so that our documentation can be accessible to all of our customers. For more information, visit the Oracle Accessibility Program Web site at

http://www.oracle.com/accessibility/

Accessibility of Code Examples in Documentation

Screen readers may not always correctly read the code examples in this document. The conventions for writing code require that closing braces should appear on an otherwise empty line; however, some screen readers may not always read a line of text that consists solely of a bracket or brace.

Accessibility of Links to External Web Sites in Documentation

This documentation may contain links to Web sites of other companies or organizations that Oracle does not own or control. Oracle neither evaluates nor makes any representations regarding the accessibility of these Web sites.

TTY Access to Oracle Support Services

To reach Oracle Support Services, use a telecommunications relay service (TRS) to call Oracle Support at 1.800.223.1711.

Related Documents

For more information, see the following books in the Oracle Enterprise Manager documentation set:

Oracle Enterprise Manager Integration Guide

Oracle Database 2 Day DBA

Oracle Enterprise Manager Concepts

Oracle Enterprise Manager Quick Installation Guide

Oracle Enterprise Manager Grid Control Installation and Basic Configuration

Oracle Enterprise Manager Advanced Configuration

Oracle Enterprise Manager Metric Reference Manual

Oracle Enterprise Manager Command Line Interface

Extending Oracle Enterprise Manager

The latest versions of this and other Oracle Enterprise Manager documentation can be found at:

http://www.oracle.com/technology/documentation/oem.html

Oracle Enterprise Manager also provides extensive online help. Click Help on any Oracle Enterprise Manager page to display the online Help system.

Printed documentation is available for sale in the Oracle Store at

http://oraclestore.oracle.com/

To download free release notes, installation documentation, white papers, or other collateral, please visit the Oracle Technology Network (OTN). You must register online before using OTN; registration is free and can be done at

http://otn.oracle.com/membership/

If you already have a user name and password for OTN, then you can go directly to the documentation section of the OTN Web site at

http://otn.oracle.com/documentation/

Conventions

The following text conventions are used in this document:

Convention | Meaning
boldface | Boldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary.
italic | Italic type indicates book titles, emphasis, or placeholder variables for which you supply particular values.
monospace | Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.

1 Introduction to the Connector

The HP ServiceCenter Connector 1.0.4.0.0 integrates HP ServiceCenter Version 6.1 (HPSC) incident management with Enterprise Manager. Using this connector, you can create, update, reopen, and close an HP Service Incident (ticket) based on metric alerts in Enterprise Manager. The HP ServiceCenter Connector integrates Enterprise Manager with HP ServiceCenter through either an HTTP or HTTPS connection.

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

Types of Alerts

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Versions Supported

Prerequisites

Types of Alerts

You can create, update, or close tickets based on only the following types of alerts in Enterprise Manager:

Metric alerts

Availability alerts (includes alerts for Up, Down, Blackout Started, Blackout Ended, Agent Unreachable, Agent Unreachable Resolved, Metric Error Detected, and Metric Error Resolved)

Auto Ticketing

Whenever an alert is triggered in Enterprise Manager, the HP ServiceCenter Connector can automatically open or update an incident ticket. You can specify the set of alerts for which tickets must be opened and the alert severity for which this should happen.

You can do this in Notification Rules, the user-defined rules that define the criteria by which notifications should be sent for alerts.

See Also:

"Configuring Notifications" in the Oracle Enterprise Manager Advanced Configuration Guide

After the ticket is opened, any subsequent change in alert severity updates the ticket. After the alert is cleared (severity is set to Clear), you can optionally close the ticket.

For auto-ticketing, you must specify in the notification rule the ticket template to be used when alerts specified in the ticket occur. A ticket template is displayed as a notification method in the notification rule.

Manual Ticketing

From the Enterprise Manager Grid Control console, you can manually open an incident ticket based on an open alert in Enterprise Manager. The HP ServiceCenter Connector populates the ticket with details based on the alert and the ticket template.

Ticket Templates

Ticket templates are transformation style sheets in XSLT format that transform Enterprise Manager alerts to ticket format before the requests are sent to the ServiceCenter application.

These templates specify how Enterprise Manager alert attributes can populate the fields of a ServiceCenter Incident. A ticket template helps in the mapping of Enterprise Manager Alert fields into ServiceCenter incident fields.

In Auto Ticketing, a notification method is created for each registered ticket template. The selected notification method determines which ticket template is used when a notification is sent out to the Connector. For manual ticketing, you have to select a ticket template before submitting a request to create a ticket. The Enterprise Manager installation for the ServiceCenter connector includes some out-of-box ticket templates to facilitate easy usage of this feature, but you can modify and extend templates as needed for your instance of the ServiceCenter connector.

Grace Period

The grace period provides you with a configuration to prevent the creation of a large number of tickets for frequently reoccurring alerts. For alerts that occur frequently within a relatively short time interval, it is often desirable to open and maintain one Incident ticket that tracks each occurrence of the alert instead of separate tickets each time.

For recurring alerts, the grace period is a time period during which reoccurrences of the same alert update (or reopen) an existing ticket for the alert instead of opening a new ticket.

For example, an alert triggers and a ticket is opened for it. If the grace period is one hour and the alert is cleared at 10:00 a.m., and if the same alert retriggers before 11:00 a.m. (one-hour grace period), the ticket that had been originally created for the alert is updated/reopened rather than creating a new ticket.

Versions Supported

This connector supports the following version of Enterprise Manager:

Enterprise Manager Grid Control 10g Release 4 or higher Management Service with one-off patch 6884527 or later.

The base Enterprise Manager version number for the HP ServiceCenter Connector Release 1.0.4.0.0 is Enterprise Manager 10g Release 4.

Prerequisites

Before using the HP ServiceCenter Connector, ensure that you meet the following prerequisites:

ServiceCenter 6.1 service tier is installed and configured.

ServiceCenter 6.1 consoles are installed and configured. If the URL connector framework option is selected, the ServiceCenter Web console must be installed and configured. See Section 3.2, "Installing and Configuring the HP ServiceCenter 6.1 Web Console" for instructions.

Oracle Patches are installed. To install patches, do the following:

Download patch # 6884527 from http://metalink.oracle.com/.

Follow the instructions included with the download in the README.txt file.

2 Installing and Registering the Connector

The HP ServiceCenter Connector is not installed as part of the Enterprise Manager base installation, so you need to manually install it as described in this chapter. The following topics are dicsussed:

Installing the Connector

Uninstalling the Connector

Registering the Connector

Installing the Connector

To install the connector, you first remove the Remedy Connector, then add the new HP ServiceCenter Connector as explained in the following sections.

Removing the Remedy Connector

Enterprise Manager limits the number of ticketing connectors to one. This constraint applies only to the connectors of the type 'ticket'. Consequently, you need to remove the Remedy connector, which is part of the base Oracle Management Server (OMS) installation, before proceeding with the installation.

To remove the Remedy connector, follow these steps:

Log in to the Oracle Enterprise Manager console. Specify user credentials with Super Administrator privileges. Specify the password and click Login.

In the Grid Home page, click Setup.

In the Setup Options page, select Management Connectors.

The installed Management Connectors are displayed.

Select the Remedy connector and click Delete. Confirm that you want to delete the connector.

Note:

Follow the same procedure to delete any Ticket connector previously installed, if applicable.

Adding the New HP ServiceCenter Connector

To add the new connector, follow these steps:

Download the HP ServiceCenter Connector from OTN.

Run the following command to extract the connector:

emctl extract_jar connector <jarfile> <connectorTypeName> <oracleHome>

Note:

This extraction must be performed on all OMS instances, since all OMS instances need local access to the files.

For example:

C:\OracleHomes\oms10g\bin\emctl extract_jar connector "C:\OracleHomes\oms10g\sysman\connector\HP_Service_Center.jar" "HP ServiceCenter Connector" "C:\OracleHomes\oms10g"

Running the command create a new connector subdirectory called HP_ServiceCenter_Connector in the <OracleHomes>...sysman\connector directory.

Initiate registration as follows:

Register the connector to Enterprise Manager, which you only need to do once. For this registration procedure, see Section 2.3, "Registering the Connector".

Register the ticket templates to Enterprise Manager. For this registration procedure, see Section 3.4.1, "Registering Ticket Templates".

Steps a and b both require the emctl.bat command line utility, which is located in the <OracleHomes>\oms10g\bin directory. This utility is also used for other features, such as starting and stopping the OMS service.

Uninstalling the Connector

To uninstall the HP ServiceCenter Connector, select it in the Management Connectors page, then click Delete.

Registering the Connector

From the Oracle Management Server (OMS) host command window, run the following emctl command:

emctl register_connector connector "<connectorType.xml>"  <server> <port> <databaseSid> <username> <password> "<oraclehome>"

For example:

C:\OracleHomes\oms10g\bin\emctl register_connector connector "C:\OracleHomes\oms10g\sysman\connector\HP_ServiceCenter_Connector\HP_ServiceCenterDeploy_Connector.xml" localhost 1521 emrep SYSMAN password "C:\OraclHomes\oms10g"

Table 2-1 emctl Parameters

Parameter
Description

Deployment File

Fully- qualified name of the connector deployment file. The file is ServiceCenter_Connector.xml, which resides in the Connector home directory.

Server

Host name of the Enterprise Manager repository.

port

Listener port of the repository.

database sid

Repository database instance ID.

username

Specify SYSMAN.

password

Password for SYSMAN.

Oracle Home

OMS Oracle home located at "<oraclehome>\oms10g". Double quotes are recommended.

The new HP ServiceCenter connector should now appear in the Management Connector Page of the Enterprise Manager Grid Control Console as shown in Figure 2-1.

For information about registering ticket templates, see Section 3.4.1, "Registering Ticket Templates".

Figure 2-1 HP ServiceCenter Connector

3 Configuring the Connector

This chapter explains how to perform tasks directly or indirectly related to configuring the connector, and also discusses the post-configuration task of navigating between the Enterprise Manager and HP ServiceCenter consoles. The following topics are discussed:

Configuring the Connector

Installing and Configuring the HP ServiceCenter 6.1 Web Console

Testing the Connector

Working with Ticket Templates

Navigating Between Enterprise Manager and HP ServiceCenter

Configuring the Connector

To configure the connector:

As Super Administrator, from Enterprise Manager Grid Control, click Setup.

The Overview of Setup page appears.

Click Management Connectors in the left pane.

The Management Connectors page appears. The row for the ticketing connector should appear in this page as shown in Figure 2–1.

Click the Configure icon for the connector that you just registered.

The General tab of the Configure Management Connector page appears (Figure 3-1).

Figure 3-1 Configure Management Connector General Page

Configure the connection settings:

Web Service End Points

Specify the appropriate server or IP address of the server hosting the ServiceCenter 6.1 Web services. Provide the server address in the format ...

http://<server name or IP address>: 12670/

... where 12670 is the default installation port. This may vary with your installation.

These end points to CreateTroubleTicket, UpdateTroubleTicket, and GetTroubleTicket Web services are exposed by HP ServiceCenter Help Desk. The CreateTroubleTicket and UpdateTroubleTicket operations are used during manual and automated ticketing.

The GetTroubleTicket operation is only used on this window by testing the Ticket Number retrieval process. For more information about testing the ticket retrieval process, see Section 3.3, "Testing the Connector".

ServiceCenter Username

Specify the user name for HTTP basic authentication supported by the HP ServiceCenter web services. This user name must have the appropriate privileges/roles in the ServiceCenter to create, update, and query tickets in the HP ServiceCenter. All incident tickets created through the connector are generated with this user account.

ServiceCenter Password

Specify the password associated with the supplied HP ServiceCenter user.

Ticket Number

Specify this to verify the Web service end point information. See Section 3.3, "Testing the Connector" for more information.

(Optional) Configure the web console settings.

Web console settings are required if you want the Connector to provide links from Enterprise Manager to the HP ServiceCenter application user interface. These links are the User Interface navigational links from Enterprise Manager to the HP ServiceCenter application user interface.

Enable web console features

Check to launch the HP ServiceCenter Incident Ticket page within the context from Enterprise Manager. If this is not checked, the HP ServiceCenter Web console cannot be launched in context of the ticket from the Enterprise Manager console.

Web Server

HP ServiceCenter host name. Provide the system name and port details of the Web server that hosts the HP ServiceCenter Application User Interface (not the details of Web services or the database server).

See Also:

Section 3.2, "Installing and Configuring the HP ServiceCenter 6.1 Web Console"

(Optional) Configure the grace period.

If you configure this option, Enterprise Manager alerts that have generated an incident will update or reopen the incident if an alert is triggered. The alert occurs again within the grace period time specified. This setting applies to all alerts processed by HP ServiceCenter Connector.

See Section 1.5, "Grace Period" for conceptual information about the grace period.

Click OK.

The Management Connectors page reappears. The ticketing connector row should have a checkmark in the Configured column.

In the Configure Management Connector page, go to the Ticket Templates tab (Figure 3–2) and ensure that the ticket templates are successfully loaded.

If you choose HTTPS as the protocol to establish a connection between the HP ServiceCenter and Enterprise Manager, see Appendix A, "Enabling SSL for HTTPS".

Note:

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and the HP ServiceCenter Web Service server.

Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems without compromising security.

Installing and Configuring the HP ServiceCenter 6.1 Web Console

The Web console functionality is dependent on the ServiceCenter 6.1 Web Console being configured so that security hashing in the URLs are turned off. The following sections explain how to install, then configure the console.

Installing the HP ServiceCenter 6.1 Web Console

To install the HP ServiceCenter 6.1 Web console, do the following:

Make sure the latest J2SE binaries are installed. HP recommends installing a minimum of Sun 1.4.2 SDK.

Set the JAVA_HOME environment variable to the path where Java JDK was installed.

Download the Apache Tomcat version 4.1.29 binary zip file from tomcat.apache.org. You need to retrieve this from an archive, because the latest version is 4.1.36 and HP recommends version 4.1.29.

Unzip the contents of the zip file to the directory where you want to install Tomcat.

Set the CATALINA_HOME environment variable to the path where Tomcat was installed.

Copy the xalan.jar, xercesImpl.jar and xml-apis.jar files to the %CATALINA_HOME%\common\endorsed directory. These files are in the attached zip file.

Copy the sc.war file to the %CATALINA_HOME%\webapps directory.

Navigate to the %CATALINA_HOME%\bin directory and run startup.bat to start the Tomcat server.

You can connect to the console by navigating in a browser to http://<tomcat host server>:8080/sc/index.do .

Configuring the HP ServiceCenter 6.1 Web Console

Verify the configuration of the web.xml file in the WEB-INF folder of the Tomcat web tier context root by doing the following:

Make sure the sc.host parameter value is changed from local host to the fully-qualified name of the web tier server.

See the Generated Web Tiers URLs section of the help for the ServiceCenter client.

Make sure the sc.querysecurity parameter is set to false as follows:

<init-param>
<param-name>sc.querysecurity</param-name>
<param-value>false</param-value>

Note:

Based upon how the Enterprise Manager Connector Framework works, the hash information normally required in the URL when sc.querysecurity is set to true cannot be present. This requires that the URL security be turned off.

Your security team needs to evaluate if the risks outweigh the need for the URL to be embedded into the Enterprise Manager alert. Service Manager still requires user authentication when hashing is turned off to access the web console enforcing authorization to the operation requested.

Testing the Connector

To test the connector, do the following:

In the Management Connectors page (Figure 2–1), select the HP ServiceCenter connector and click Configure.

Enter a valid ticket (Incident in ServiceCenter) into the Ticket field and click OK.

This executes the web service operation getTicket call to validate the incident. If Enterprise Manager cannot properly retrieve the incident, it returns an error and returns to the Management Connectors page.

Working with Ticket Templates

The following sections provide information about registering, removing, replacing, and adding ticket templates. Use the Configure Management Connector Ticket Templates page (Figure 3–2) to perform any of the tasks mentioned in the following sections.

Registering Ticket Templates

You need to register ticket templates before they are recognized in Enterprise Manager. For Auto Ticketing, a notification method is created for each registered ticket template, and a ticket is created and updated based on the ticket template associated with the selected notification method. For manual ticketing, registered ticket templates are available for selection.

The files in the base directory are configured specifically for ServiceCenter 6.1 and must not be modified. Only a person trained to modify XSL files for the connector framework should modify the templates. For more information about modifying ticket templates, see Section 4.3, "Customizing Ticket Templates" .

The templates are the out-of-box ticket templates shipped with the connector. By default, all out-of-box ticket templates are registered. The templates assume defaults that may not be applicable to your instance of ServiceCenter, although they are designed to work with a default installation of HP ServiceCenter.

Registering a Template

From the Oracle Management Server (OMS) host command window, run the following emctl command from the $ORACLE_HOME/bin directory for each applicable ticket template:

emctl register_ticket_template connector <ticketTemplate.xml> <server> <port> <database sid> <username> <password> <connectorTypeName> <connectorName> <templateName> <description>

The template in Example 3–1 creates an Incident in ServiceCenter and supports AutoClose.

Example 3-1 register_ticket_template connector

C:\OracleHomes\oms10g\BIN\emctl register_ticket_template connector "C:\OracleHomes\oms10g\sysman\connector\HP_ServiceCenter_Connector\templates\ServiceCenter_Default_Incident_AutoClose.xsl" <Host Server Name> 1521 emrep SYSMAN <password> "HP ServiceCenter Connector" "HP ServiceCenter Connector" "ServiceCenter Default Incident AutoClose" "This template creates an Incident in ServiceCenter and supports autoclose."

emctl Parameters for Ticket Registration

Table 3–1 provides descriptions for each emctl parameter for ticket registration.

Table 3-1 emctl register_ticket_template Parameters

Parameter
Description

ticketTemplate.xsl

Fully-qualified name of the ticket template file. The file resides in the Connector home directory. Oracle recommends that you use intuitive names since there may be notification methods created with the same names, and you may have to choose one of them when you use the Auto Ticketing feature. Use xsl as the file extension since the format is XSLT; for example, ServiceCenter_Default_Incident.xsl. If the file is in a different directory, provide the complete path for the file.

Server

Host name of the Enterprise Manager repository.

port

Listener port of the repository.

database sid/ Service Name for RAC DB

Repository database instance ID.

username

Specify SYSMAN.

password

Password for SYSMAN.

connectorTypeName

Connector type name. For example, "HP ServiceCenter Connector". The double quotes (" ") are mandatory.

connectorName

Connector name. This should be the same as the connector type name. For example, "HP ServiceCenter Connector". The double quotes (" ") are mandatory.

templateName

Intuitive name for the ticket template to be displayed in Enterprise Manager.

It is recommended that this name be the same as the file name, replacing the underscore in the file name with spaces.

description

Short description for the ticket template. This description is also displayed in Enterprise Manager.

Verifying Registration

To verify that the templates are registered properly, navigate to the Ticket Templates tab on the Configure Management Connector: HP ServiceCenter Connector page. The registered templates must be visible in the list as shown in Figure 3–2.

Figure 3-2 Configure Management Connector Ticket Templates Page

Viewing Template Code

Click a template name to view the code for the template.

The ticket templates are in XSLT format. A basic knowledge of XSLT is required to understand the code.

Removing Templates

To remove a template, perform the following steps:

Important:

If the template you delete has a notification rule associated with it, the notification fails.

Select the template and click Remove.

At the prompt, confirm the removal.

Before you exit the page, click OK for the deletion to occur.

Note:

Unless you click OK before you exit, the template is not deleted. Next time you go to the Ticket Template page, the templates reappear.

Although the ticket template is removed from the Enterprise Manager repository, it is still available in OMS in the Connector home directory. You can re-register the ticket template later if required.

Replacing Templates

To replace an existing ticket template, do the following in the sequence indicated:

Delete the ticket template.

Register the new template using emctl.

Adding New Templates

To add templates, you should define new templates and register them using emctl.

See Also:

Section 4.3, "Customizing Ticket Templates"

Avoiding Notification Failures

Notification is blocked for processing if the notification device is down because of problems. For instance, notification is blocked if the ServiceCenter server is down, the ServiceCenter configuration on Enterprise Manager is incorrect, or the ticket is removed in ServiceCenter.

The ticketing connector attempts to contact the service desk several times in a predefined interval. After that, it skips the current ticketing notification.

Navigating Between Enterprise Manager and HP ServiceCenter

After you have configured the connector, you will want to access alerts from the Enterprise Manager and HP ServiceCenter consoles. The following sections explain how to switch from one console to the other.

Navigating from Enterprise Manager to HP ServiceCenter

In the Enterprise Manager console, click the alert message to go to the metric details page for the alert.

In the Alert History table, locate the ticket ID link in the Last Comment column shown in Figure 3-3.

Figure 3-3 Alert details in Enterprise Manager Console

If not found, click the icon in the Details column to get more information about the alert.

On the page that appears, locate the ticket ID in the Alert Details table.

Click the ticket ID link. You are forwarded to the HP ServiceCenter Web console login page.

Provide valid HP ServiceCenter account details.

The ticket page associated with this alert is displayed.

Note:

If you do not use the HP ServiceCenter Web console, uncheck the "Enable web console features" option discussed in Section 3.1, "Configuring the Connector" so that the ticket ID is shown in plain text. Otherwise, it is displayed as a link that does not work.

Navigating from HP ServiceCenter to Enterprise Manager

From a ticket page, click the link in the Description field to the Alert Details page in the ticket message body (Figure 3-4). This forwards you to the Enterprise Manager console login page. After you provide the Enterprise Manager user name and password, you are forwarded to the alert related to this ticket.

Note:

The Enterprise Manager user whose name you specify should at least have View privileges on the target on which the alert was raised.

On the HP ServiceCenter console, if the URL appears as text, you need to cut and paste the URL into the browser.

Figure 3-4 Alert Details in HP ServiceCenter Console

4 Using Out-of-Box Templates

This chapter provides details on the out-of-box ticket templates shipped with the HP ServiceCenter Connector based on the out-of-box ServiceCenter IncidentManagement WSDL. The ticket templates specify the mappings between Enterprise Manager alert attributes and HP ServiceCenter ticket attributes.

Out-of-Box HP ServiceCenter Templates

Table 4–1 lists the out-of-box templates. Changes to the ServiceCenter IncidentManagement WSDL may require these templates to be modified to reflect the changes.

Table 4-1 Out-of-Box HP ServiceCenter Templates

Template Group
Template XSL Group
Description

Default

This template group creates a new ServiceCenter incident report with defaults. It does not auto close the ServiceCenter Incident when an Enterprise Manager Alert clears.

ServiceCenter_Default_Incident.xsl

Creates, updates, and reopens the ServiceCenter Incident.

Auto Close

This template group creates a new ServiceCenter incident report with defaults, and performs an Incident auto close when the Enterprise Manager Alert clears.

ServiceCenter_Default_Incident_AutoClose.xsl

Creates, updates, reopens, and closes the ServiceCenter Incident.

Reading and Mapping Ticket Templates

This section describes the mappings that exist for each of the ticket templates described above. The ticket templates are XLS files that transform the Enterprise Manager Event data into a ServiceCenter Incident.

The mappings are dependent on the HP ServiceCenter 6.1 Web Service out-of-box IncidentReport.WSDL. The information in Table 4–2 and Table 4–3 applies to the default template of the type Auto Close. However, the templates are very similar except for minor settings for the priority of the incident to be raised, and the inclusion or exclusion of the auto-close feature. This feature performs an update that auto closes the incident based on the alert Clear status.

Note:

In the tables, * denotes a literal string and ** indicates if the attribute applies.

Table 4-2 Ticket Creation (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch
ServiceCenter Ticket Attributes
Enterprise Manager Alert Attributes
Value

Severity

Conditional Settings

Enterprise Manager ServiceCenter

25 (Critical) 2 (Urgent)

20 (Warning) 3 (Medium)

Unreachable Start 2 (Urgent)

Agent unreachable 2 (urgent)

Blackout Start 3(Med)

Derived

IF TicketID is blank

If the ticket id is not present in the alert, it assumes a create incident.

Category

Corresponds to the out-of-the-box ServiceCenter setting of 'shared infrastructure' for a category.

sharedinfrastructure

Subcategory

Corresponds to the out-of-the-box ServiceCenter setting of 'enterprise' for a sub-category.

enterprise

ProductType

Corresponds to the out-of-the-box ServiceCenter setting of 'applications' for a ProductType.

applications

ProblemType

Corresponds to the out-of-the-box ServiceCenter setting of 'none' for a ProblemType.

none

PrimaryAssignmentGroup

Corresponds to the out-of-the-box ServiceCenter setting of 'HELPDESK' for the primary assignment group.

HELPDESK

IncidentDescription

EMUser — Notification rule owner when the ticket is created through auto-ticketing, and is the Enterprise Manager log-in user when the ticket is created through manual-ticketing.

Target Type: <TargetType>

Target Name:<TargetName>

MetricColumn — Name of the metric; for example, CPU Utilization(%).

MetricName — Category of the metric. For the CPU Utilization(%) metric, this would be 'Load.

KeyColumn** — For metrics that monitor a set of objects, KeyColumn indicates the type of object monitored. For example, for the Tablespace Space Used (%) metric that monitors tablespace objects, the KeyColumn is 'Tablespace Name'.

KeyValues** — For metrics that monitor a set of objects, the KeyValues indicate the specific object that triggered the severity. For example, for the Tablespace Space Used (%) metric that monitors tablespace objects, the KeyValues is 'USERS' if the USERS tablespace triggered a warning or critical severity.

SeverityCollectionTimeTargetHost URL — URL of the metric details page in the context of the alert. This points to the ServiceCenter Incident in the ServiceCenter Web Console.

Values from the Alert Context

BriefDescription (Title)

<Message>

Values from the Alert Context

JournalUpdates

Incident created by Oracle Enterprise Manager Connector for the HP Service Manager based on an alert with <severity> severity. Message: <message>.

Values from the Alert Context

AlertStatus

ServiceCenter sets to Open by default on Create Operation

“Open”

The mapping in Table 4–3 is specific to an update of an Incident caused by a change of the event status.

Table 4-3 Ticket Updates (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch
Ticket Attributes
Enterprise Manager Alert Attributes
Value

IncidentID

TicketID

The connector adds this into the alert context before handling the ticketing action. Required by the ServiceCenter Web service to identify the incident that must be updated.

IF TicketID is not Blank

CONDITIONAL

<EM_alert_message>

Values from the Alert Context.

IMTicketStatus

Static value

Open

Status

Static value

Reopen

JournalUpdates

Ticket reopened because the associated alert re-triggered at <EM_severity> severity within the grace period. Message: <EM_alert_message>.

Values from the Alert Context.

If SeverityCode = “15” or Severity =“Unreachable Clear” or“Agent Unreachable Clear” or“Blackout End” or “Metric Error End”

CONDITIONAL

If the Enterprise Manager Alert status meets the condition, an update occurs on the Incident that closes the Incident.

Status

Static value

JournalUpdates

Static

Incident closed by Oracle Enterprise Manager

ResolutionFixType

Corresponds to the out-of-the-box ServiceCenter setting of 'permanent' for a resolution fix type.

Permanent

ClosureCode

Corresponds to the out-of-the-box ServiceCenter setting of 'User Closure' for a Closure Code

User Closure

Resolution

Static

The alert was resolved in Oracle Enterprise Manager

Otherwise

JournalUpdates

Ticket updated due to change in severity of the associated alert. Severity: <EM_severity>. Message: <EM_alert_message>.

Values from the Alert Context.

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify them. The templates are highly customizable. Oracle recommends that only users with advanced knowledge of XSLT make complex changes.

HP ServiceCenter's web services enable you to modify the data published. See the HP ServiceCenter documentation on how to publish web service information. This connector uses the Incident Management WSDL.

Procedure for Customizing

Oracle recommends that you use one of the existing templates as the base template. Copy this ticket template to a new file, modify it, then register the new ticket template.

Changing the Mappings

In most cases, when you modify the ticket template, you might only be changing the mappings. Example 4–1 illustrates this concept.

Example 4-1 Adding an existing data element exposed in the ServiceCenter Incident Management WSDL

Select an out-of-the-box template (.XSL) and make a copy. For example, copy ServiceCenter_Default_Incident_AutoClose.XSL to ServiceCenter_Main_Incident_AutoClose.XSL.

Modify the new XSL document to reflect the change. This example makes a simple change to set the default company to a fixed 'value' of 'AJAX'. Open the newly-copied XSL file in edit mode as shown in Figure 4–1.

Figure 4-1 Modifying HP ServiceCenter Template

The XSL has two primary branches: Create Incident and Update Incident. This example only modifies the first branch.

Navigate to the code in the incident create block as shown above. Uncomment the Company element as shown below and add the fixed text of AJAX.

<m:Company>AJAX</m:Company>

This instructs the connector framework to supply the value of AJAX in the ServiceCenter field value of Company.

Save the file and register the template as described in Section 3.4.1, "Registering Ticket Templates".

The template is now ready to use in notification rules or as a template for manual ticket creation. When used, it behaves the same as the out-of-the-box template copied, except when a ServiceCenter incident is created, the incident company will be AJAX. Of course, AJAX must be a valid ServiceCenter company or the request will fail.

This is a simple example of customizing ticket templates. Complex XSL code can be written to manage the mapping of data between the Enterprise Manager Alert and the ServiceCenter Incident Ticket.

A Enabling SSL for HTTPS

This appendix provides the needed instructions if you choose HTTPS as the protocol to establish a connection between HP ServiceCenter and Enterprise Manager.

Generating and Importing a Certificate Request

Do the following to generate and then import the certificate:

Generate a certificate request file for HP ServiceCenter and send it to the Certificate authority, such as VeriSign.

Note:

The certificate request file is dependent on the Web server that HP ServiceCenter uses.

After you get the certificate, import it to the Web server that HP ServiceCenter uses. The import mechanism varies depending on the Web server that the HP ServiceCenter uses.

Installing and Configuring SSL

For information about installing and configuring SSL, see the following documentation:

Trusted Sign-On Authentication in HP ServiceCenter 6.1 and Greater Versions

Best Practices for Publishing and Consuming Web Services with HP ServiceCenter

HP ServiceCenter Installation Guide

Adding Signed Certificates to Wallet Manager

Oracle Wallet Manager is available at $ORACLE_HOME/bin on OMS. See the Oracle Application Server Administrator's Guide for details.

Do the following in Enterprise Manager to add signed certificates to Wallet Manager:

As Super Administrator, create a wallet using the following orapki utility command at the OMS host:

orapki wallet create -wallet client -auto_login

orapki is available at $ORACLE_HOME/bin on OMS.

Add the trusted certificate to the wallet by entering the following command:

orapki wallet add -wallet client -trusted_cert -cert verisignCert.cer

To view the content of the wallet, enter the following command:

orapki wallet display -wallet client

Ensure that ewallet.p12 is available.

In Oracle Wallet Manager, open the ewallet.p12 client certificate.

Go to Select Trusted Certificates and select Operations on the main menu.

Select Export All Trusted Certificates.

Save the file as certdb.txt.

Place the file certdb.txt in the connector home root directory ($OMS_HOME/sysman/connector).

If the file certdb.txt already exists in the root directory, open the file and add the contents of your certdb.txt to the existing content.

Java SSL can now use this file for communication between Enterprise Manager and ServiceCenter in HTTPS mode.

Note:

The certificate request file is dependent on the Web server ServiceCenter uses.

See Also:

For information on creating a wallet, see "Creating and Viewing Oracle Wallets with orapki" in the Oracle Database Advanced Security Administrator's Guide, 10g Release 2 (10.2).

B Preventing HP ServiceCenter Update Issues

HP ServiceCenter 6.1 can cause update issues due to the method of locking by incident. When either the ServiceCenter Thick or Web Client opens an incident in ServiceCenter for editing, a lock is placed on the incident that prohibits any updates to the incident record until it is released.

It is best practice for Help Desk administrators not to open the incident in edit mode to view the incident. If they need to edit the incident, they should minimize the time the incident is in edit mode, so if any updates are processed by the Enterprise Manager Connector Framework, the updates will be successful.

Note that the Enterprise Manager Connector framework does not detect the error condition, because HP does not raise a SOAP Fault when an update cannot be performed. The Enterprise Manager Connector framework evaluates SOAP faults for retry processing, and since HP does not raise this as a SOAP fault, it is not detected.

This behavior has been reported to HP, but no patch or fix is anticipated for version 6.1.

Index

A  C  E  G  H  I  M  O  P  R  S  T  U  W 

A

Auto Ticketing

HP ServiceCenter Connector, 1.2

C

configuring

HP ServiceCenter Connector, 3.1

customizing

HP ServiceCenter ticket templates, 4.3

E

emctl parameters

HP ServiceCenter Connector, 2.3

G

grace period

HP ServiceCenter Connector, 1.5

H

HP ServiceCenter

Auto Ticketing, 1.2

out-of-box templates, 4.1

HP ServiceCenter Connector

configuring, 3.1

customizing ticket templates, 4.3

emctl parameters, 2.3

grace period, 1.5

installing, 2.1

manual ticketing, 1.3

out-of-box templates, 4.1

overview, 1

prerequisites, 1.7

recommended protocol, 3.1

registering, 2.3

supported alerts, 1.1

ticket templates, 1.4

uninstalling, 2.2

Web Console settings, 3.1

HP ServiceCenter HelpDesk

6.1, 1.7

Web services, 1.7

I

installing

HP ServiceCenter Connector, 2.1

removing the Remedy Connector, 2.1.1

M

manual ticketing

HP ServiceCenter Connector, 1.3

O

out-of-box templates, HP ServiceCenter Connector and, 4.1

P

prerequisites

HP ServiceCenter Connector, 1.7

R

recommended protocol

HP ServiceCenter Connector, 3.1

registering the HP ServiceCenter Connector, 2.3

removing the Remedy Connector, 2.1.1

S

supported alerts

HP ServiceCenter Connector, 1.1

T

templates

customizing HP ServiceCenter ticket templates, 4.3

out-of-box for HP ServiceCenter, 4.1

ticket templates

customizing HP ServiceCenter ticket templates, 4.3

HP ServiceCenter Connector, 1.4

transformation style sheets

HP ServiceCenter Connector, 1.4

U

uninstalling the HP ServiceCenter Connector, 2.2

W

Web Console settings

HP ServiceCenter Connector, 3.1

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