Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

Preface

Audience

Documentation Accessibility

Related Documents

Conventions

1 Installing and Uninstalling the Connector

Prerequisites

Installing the Connector

Uninstalling the Connector

Navigating Between Remedy and Enterprise Manager

Navigating from Remedy to Enterprise Manager

Navigating from Enterprise Manager to Remedy

2 Introduction to the Connector

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Versions Supported

3 Configuring the Connector

Configuring the Connector

Providing General Settings

Connection Settings

Web Console Settings

Grace Period

Working with Ticket Templates

Registering Ticket Templates

Viewing Template Code

Removing a Template

Replacing Templates

Adding New Templates

4 Creating Remedy Tickets

Automatically Creating a Ticket

Manually Creating a Ticket

5 Using Default Templates

Template Process

Reading Ticket Templates

Mapping the Fields

Customizing Ticket Templates

Defining New Templates

6 Enabling SSL for HTTPS

Generating a Certificate Request File

Adding Signed Certificates to Wallet Manager

Importing the Certificate from the Certificate Authority

Adding Signed Certificates to Wallet Manager

A Connector Tips

Recommended Protocol

Supported Alerts

Web Service Details for Default Templates

Index

List of Examples

1-1 Ticket Template Registration

5-1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations

5-2 Creating a Template to Mark the <Company/> Element to MyCompany

5-3 Altering the Message Type

5-4 Template Format for Custom Remedy Forms

List of Figures

1-1 Alert Details in the Remedy Console

3-1 Management Connectors Page

3-2 Configure Management Connector Page

4-1 Ticketing Template Drop-down Menu

4-2 Ticket in the Remedy Console

4-3 Alert as Displayed in Enterprise Manager

4-4 Metric Alert Details Page

4-5 Create Ticket Page

List of Tables

1-1 emctl Parameters

1-2 Template Properties

5-1 Ticket Creation Mappings (for all templates)

5-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

5-3 Ticket Updates (Remedy_DefaultCategory_AutoClose.xsl)

5-4 Ticket Updates (Remedy_DefaultCategory.xsl)

5-5 Enterprise Manager Attributes

Oracle® Enterprise Manager

Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector

Release 1.1.5.0.0

E14753-03

August 2009

Oracle Enterprise Manager Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector, Release 1.1.5.0.0

E14753-03

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:

U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are "commercial computer software" or "commercial technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR 52.227-19, Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

This software is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications which may create a risk of personal injury. If you use this software in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe use of this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software in dangerous applications.

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This software and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services.

Preface

This Connector Installation and Configuration guide provides the information that you require to install and configure Management Connectors that integrate Enterprise Manager with other management tools and help desk systems.

Audience

This guide is written for Oracle Database system administrators who want to install and configure Management Connectors to enable integration between Enterprise Manager and other systems.

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 Installing and Uninstalling the Connector

The Remedy Service Desk connector is packaged as a single jar file, remedy_service_desk_connector.jar, that you can deploy by using the Enterprise Manager emctl command. There can be only one ticketing connector in Oracle Enterprise Manager.

This chapter provides the following information for installing or uninstalling the Remedy Service Desk Connector, as well as switching from one console to the other:

Prerequisites

Installing the Connector

Uninstalling the Connector

Navigating Between Remedy and Enterprise Manager

Prerequisites

Before using Remedy Service Desk Connector, ensure that you meet the following prerequisites:

Remedy Service Desk IT Service Management 7.0.03 with the latest Incident Management patch, “IT Service Management Patch 008” is installed and configured.

Remedy Service Desk web services are up and running. See Web Service Details for Default Templates in Appendix A.

Before proceeding to the next section, do the following:

Click the Setup link in the upper right corner of the Oracle Enterprise Manager console.

Click the Management Connectors link in the left column of the Overview of Setup page.

Remove any ticketing connector you may have.

Installing the Connector

Perform the following steps to install the connector:

Copy remedy_service_desk_connector.jar to $ORACLE_HOME/sysman/connector on the server hosting your OMS. For multiple OMSes, you need to copy the .jar file for all OMSes.

Run the following emctl command on all OMSes if you have a multi-OMS environment:

$ORACLE_HOME/bin/emctl extract_jar connector –jar <jarfile>  -cname <connector_name>

This extracts the .jar file to this folder:

$ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector/

For example:

emctl extract_jar connector -jar remedy_service_desk_connector.jar  -cname "Remedy Service Desk Connector"

Deploy the connector by running the following emctl command. You only need to run this step on one OMS.

$ORACLE_HOME/bin/emctl register_connector connector -dd <connectorType.xml>
-cs //<server>:<port>/<dbSID> -repos_user <username> -repos_pwd <password>

For example:

emctl register_connector connector -dd $ORACLE_HOME/sysman/connector/ Remedy_Service_Desk_Connector/RemedyDeploy.xml  -cs  //$emhost:$dbport/$dbSID -repos_user sysman -repos_pwd $repospwd

The Remedy Service Desk Connector should now appear in the Management Connector page with version 1.1.5.0.0.

Registering the Ticket Templates

There are three default templates:

Remedy_DefaultCategory_AutoResolve.xsl

Remedy_DefaultCategory_AutoClose.xsl

Remedy_DefaultCategory.xsl

Tip:

See Section 5.1, "Template Process" on page 5E1 for detailed information about these templates.

Perform the following steps to register these templates as well as others:

For each template above, run the following emctl register_ticket_template connector command as a user with execute privilege on emctl and the ability to read the ticket template:

$ORACLE_HOME/bin/emctl register_ticket_template connector –t <ticketTemplate.xsl> -cs //<server>:<port>/<dbsid/service name for RAC DB> -repos_user <username> -repos_pwd <password> -ctname <connectorTypeName> -cname <connectorName> -iname <internalName> -tname <templateName> -ttype 2 -d <description>

See Table 1–1 for descriptions of the command parameters.

Run the same command for each of the following templates:

createTicketResponse.xsl — Specify ttype 1, iname createTicket

getTicket_response.xsl — Specify ttype 1, iname getTicket

getTicket_request.xsl — Specify ttype 2, iname getTicket

For templates Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl and Remedy_DefaultCategory.xsl, the internal name can be the file names. For the other templates, the inames are fixed.

These templates are located in the following directory:

$ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector

Continue with the registration process by running this command for every Remedy template that is shipped as part of the connector. For multiple OMS installations, you need to run this command only once from any of the OMSes.

emctl Parameters

Table 1–1 provides descriptions for the parameters shown in the emctl command above.

Table 1-1 emctl Parameters

Parameter
Description

cs

Connect string. Specify as "//$emHost:$dbPort/$dbSID”, where, $emHost is the server, $dbPort is the port, and $dbSID is the database session identifier.

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 or service name if you are using RAC database as the repository.

repos_user

Specify SYSMAN.

repos_pwd

Password for SYSMAN.

ctname

Connector type name — Specify "Remedy Service Desk Connector". The double quotes ("") are mandatory.

cname

Connector name — Specify "Remedy Service Desk Connector". The double quotes ("") are mandatory.

iname

Internal name — Depending on the template, the values can be Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl, or createTicket, getTicket.

tname

Template name — Depending on the template, the values can be Create Ticket Response, Get Ticket Request, Get Ticket Response,or a value defined by the user.

ttype

Template type — Specify 1 for inbound transformation and 2 for outbound transformation.

description

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

Registration Example

Example 1–1 shows template registration for the Remedy_DefaultCategory_AutoResolve.xsl template.

Example 1-1 Ticket Template Registration

emctl register_template connector -t "$ORACLE_HOME/sysman/connector/ Remedy_Service_Desk_Connector/templates/Remedy_DefaultCategory_AutoResolve.xsl" -cs "//$emHost:$dbPort/$dbSID" -repos_user sysman -ctname "Remedy Service Desk Connector" -cname "Remedy Service Desk Connector"  -tname "Remedy_DefaultCategory_AutoResolve.xsl"  -iname "Remedy_DefaultCategory_AutoResolve.xsl" -ttype 2  -d "template creates a ticket with priority based on event severity. It sets the ticket to 'resolved' if the event severity clears" -repos_pwd $repos_pwd

The following table lists the properties of each template for the Remedy Service Desk Connector.

Table 1-2 Template Properties

Template
Template Name
Internal Name
Template Type

Remedy_DefaultCategory_AutoResolve.xsl

<Defined by the users>

Remedy_DefaultCategory_AutoResolve.xsl

2

Remedy_DefaultCategory_AutoClose.xsl

<Defined by the users>

Remedy_DefaultCategory_AutoClose.xsl

2

Remedy_DefaultCategory.xsl

<Defined by the users>

Remedy_DefaultCategory_.xsl

2

createTicketResponse.xsl

Create Ticket Response

createTicket

1

getTicket_request.xsl

Get Ticket Request

getTicket

2

getTicket_response.xsl

Get Ticket Response

getTicket

1

Uninstalling the Connector

To uninstall the connector, do the following:

Click the Setup link in the upper right corner of the Oracle Enterprise Manager console.

Click the Management Connectors link in the left column of the Overview of Setup page.

Select the connector, then click Delete.

Navigating Between Remedy and Enterprise Manager

The following sections explain how to switch from one console to the other.

Navigating from Remedy to Enterprise Manager

From a ticket page, click the link in the Notes field to the Alert Details page in the ticket message body, as shown in Figure 1–1. This action takes 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.

Figure 1-1 Alert Details in the Remedy Console

Navigating from Enterprise Manager to Remedy

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.

(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 Remedy Web console login page.

Provide valid Remedy account details.

The ticket page associated with this alert is displayed.

Note:

If you do not use the Remedy Web console, uncheck the Enable web console option in the Web Console Settings section so that ticket ID is shown in plain text. Otherwise, it is displayed as a link that does not work.

2 Introduction to the Connector

The Oracle Management Connector for BMC Remedy Service Desk 7 integrates BMC Remedy Service Desk v7 with Enterprise Manager through either an HTTP or HTTPS connection. Using this connector, you can create, update, close, or reopen a ticket based on the following types of alerts in Enterprise Manager. The connector also supports job availability events (that is, job failed and job suspended).

Metric alerts

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

Note that the term ticket refers to a Remedy incident.

The following sections explain various Remedy Service Desk Connector concepts that you must understand before you start using the Remedy Service Desk Connector.

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Auto Ticketing

Whenever an alert is triggered or changes in state in Enterprise Manager, the Remedy Service Desk Connector can automatically open or update a 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 update of the alert, such as a change in alert severity, updates the ticket. After the alert is cleared (severity is set to Clear), you can optionally close the ticket.

See Also:

Section 4.1, "Automatically Creating a Ticket"

For Job alerts, this release of the connector for BMC Remedy Service Desk 7 supports creating, updating, or closing tickets for Jobs executed by Oracle Enterprise Manager. Tickets are created/updated and closed, for jobs with various Status changes like Error, Failed, Suspended, Succeeded.

Manual Ticketing

From the Enterprise Manager console, you can manually open a Remedy ticket based on an open alert in Enterprise Manager. The Remedy Service Desk Connector populates the ticket with details based on the alert and the ticket template selected.

See Also:

Section 4.2, "Manually Creating a Ticket"

Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager alerts to a ticket format before the requests are sent to Remedy Service Desk. A ticket template specifies how Enterprise Manager alert attributes can populate the fields of a Remedy ticket.

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. In the case of manual ticketing, you have to select a ticket template before submitting a request to create the ticket.

The Remedy Service Desk Connector includes some out-of-box default ticket templates. You may want to customize the templates to suit your needs.

See Also:

Chapter 5, "Using Default Templates"

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 a 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 re-open) an existing ticket for the alert, rather than create 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 original ticket will be updated/reopened.

Note:

In Remedy, after a ticket is set to a Closed status, it cannot be reopened. Consequently, an alert that re-triggers within the grace period cannot reopen the ticket but only annotate it. If you want to reopen a ticket for alert occurrences that fall within the grace period, set the ticket status to Resolved instead of Closed when the alert clears. This enables the Remedy Service Desk Connector to reopen the ticket if the same alert reoccurs within the grace period.

Versions Supported

The base Enterprise Manager version number for the BMC Remedy Service Desk 7 Connector Release 1.1.5.0.0 is Enterprise Manager 10g Release 5.

3 Configuring the Connector

This chapter provides the following information for setting up and configuring the Remedy Service Desk Connector and related tasks:

Configuring the Connector

Providing General Settings

Working with Ticket Templates

Configuring the Connector

Perform the following steps for basic configuration:

As Super Administrator, from the Enterprise Manager console, click Setup.

The Overview of Setup page appears.

Click Management Connectors in the left pane.

The Management Connectors page appears. For the Remedy Service Desk Connector row, the Configured column should be blank, as shown in Figure 3–1.

Note:

A check mark instead indicates that the Connector is already configured.

Figure 3-1 Management Connectors Page

Click the Configure icon for the Remedy Service Desk Connector.

The General tab of the Configure Management Connector page appears, as shown in Figure 3–2.

Provide the required settings. See "Providing General Settings" for details.

Click OK.

The Management Connectors page reappears. The row for the Remedy Service Desk Connector should have a check mark in the Configured column.

Optional: To check for the available ticket templates, click the configure icon again.

Click the Ticket Templates tab.

All out-of-box ticket templates should appear in the table.

If any of the ticket templates are missing, you can register them using the emctl command from the ORACLE_HOME/bin directory, where ORACLE_HOME is the Oracle home directory of OMS.

If you choose HTTPS as the protocol to establish a connection between Remedy and Enterprise Manager, see Chapter 6, "Enabling SSL for HTTPS".

Figure 3-2 Configure Management Connector Page

Providing General Settings

The following sections explain how to provide various configuration details.

Connection Settings

The Remedy Service Desk Connector communicates with the Service Desk through their Web services. Mandatory fields are indicated by an asterisk ( * ).

Web Service End Points — End points to createTicket, updateTicket, and getTicket web services exposed by Remedy Service Desk. See Web Service Details for Default Templates in Appendix A for additional information.

You need to import HelpDesk_Query_Service_getIncident.def into your Remedy instance for a getTicket operation. By default on the Enterprise Manager Management Connector page, the web service endpoint for getTicket appears as HPD_IncidentInterface_get_WS. If you want to use the Remedy_DefaultCategory_AutoResolve.xsl template, you need to import HPD_IncidentInterface_CustomWS.def. Back up the HPD_IncidentInterface_WS web service before importing.The *def files are located here:$ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector

Remedy Username — User with the privilege to create, update, and query tickets in Remedy.

Remedy Password — Password associated with the supplied Remedy user.

Authentication — String that a Remedy administrator sets for additional security. Applies only if the Remedy Administrator has configured it on the Remedy AR server (optional).

Locale — Language of the Remedy system (optional).

Time Zone — Time zone of the Remedy AR System Server (optional).

Ticket Number — Enter a valid ticket number if you want to test the connection when you save the configuration.

If you do not enter a ticket number, no message appears on the Management Connectors page after you click OK and the configuration is saved.

If you specify the correct Web service end points and enter a valid ticket number, the following message appears on the Management Connectors page after you click OK:

"Connection test succeeded. The configuration was saved."

If you have not previously saved the connector configuration and enter an invalid ticket number, the following message appears on the Management Connectors page after you click OK:

"Connection test failed. The configuration was saved."

If you have saved the connector configuration before, specify incorrect Web service end points, and specify either a valid or invalid ticket number, the following message appears on the Management Connectors page after you click OK:

"Connection test failed. The configuration was not saved."

Web Console Settings

Web Console settings are required if you want the Connector to provide links to Remedy Service Desk tickets created by Enterprise Manager in the context of an alert.

To enable this functionality, provide the following Web console settings.

Enable web console — Check this box to enable launching of the Remedy ticket page within context from Enterprise Manager.

ARServer Name — Remedy AR Server name.

HelpDesk Case Form Name — Remedy form name that the Remedy Web Services (you configured the connector to use) is based on. The Remedy default Service Desk Web services, for example, use the form HPD:IncidentInterface.

Web Server — The name or IP address of the server that hosts Remedy Mid-Tier.

Grace Period

You can enable and disable the grace period and configure its value. By default, the grace period is disabled. See Section 2.4, "Grace Period" for details. This setting applies to all alerts the Remedy Service Desk Connector processes.

Working with Ticket Templates

The following sections provide information about registering, removing, replacing, and adding ticket templates.

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.

All registered ticket templates are displayed in the Configure Management Connector Ticket Templates page. To register additional ticket templates that you create, see Section 1.2, "Installing the Connector".

See Also:

Table 1–1, " emctl Parameters" on page 1E3

Viewing Template Code

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

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

Removing a Template

To remove a template, do the following:

Important:

If the template you delete has a notification rule associated with it, ticketing will not work for this particular notification rule after the deletion.

Select the template and click Remove.

At the prompt, confirm the removal.

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

Note:

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

Though the ticket template is removed from the Enterprise Manager repository, it is still available on 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:

Delete the ticket template.

Register the new template using emctl.

Adding New Templates

To add templates other than the out-of-box templates Oracle provides, you should define new templates and register them using emctl.

See Also:

Section 5.5, "Defining New Templates"

4 Creating Remedy Tickets

You can create tickets automatically or manually. The following sections explain how to create both types.

Automatically Creating a Ticket

Manually Creating a Ticket

Automatically Creating a Ticket

Perform the following steps to automatically create a ticket:

Review Chapter 5, "Using Default Templates".

Select an appropriate ticket template with the desired mapping of Enterprise Manager alert fields to the Remedy ticket fields.

If you do not have a ticket template that satisfies your requirement, create one and register it.

Create a notification rule using the following steps:

Important:

Do not select more than one ticket template for this notification rule.

From the Enterprise Manager console, click Preferences.

In the left pane, under Notification, click Rules, then Create.

In the Create Notification Rule General page, specify the rule name, a description, and the targets for which this rule should apply.

In the Create Notification Rule Availability page, select the availability states for which you want to create tickets.

In the Create Notification Rule Metrics page, select the metrics and their associated alert severities for which you want to create and update tickets.

Ensure that you select all relevant alert severities if you want to update the ticket when the alert severity changes. For example, to open a ticket for a critical alert on the CPU Utilization(%) metric and the ticket is to be updated if the CPU Utilization(%) changes to warning or clear severity, in the notification rule select Critical, Warning, or Clear severities for the CPU Utilization(%) metric.

In the Edit Notification Rule: Actions page, choose the ticket template from the Ticketing Template drop-down, as shown in Figure 4–1.

See Also:

"Configuring Notifications" in Oracle Enterprise Manager Advanced Configuration Guide

Figure 4-1 Ticketing Template Drop-down Menu

The following process occurs after you create the notification rule for your alerts:

A notification is sent to the Remedy Service Desk Connector when a metric alert triggers that matches your rule. The Remedy Service Desk Connector creates/updates a ticket according to the ticket template as set in the notification rule.

The ticket is created or updated on the Remedy Ticket system.

In Enterprise Manager, the alert annotation is updated. A comment is added to the Metric Details page of the alert to indicate that a ticket was created or updated, along with the ticket ID and ticket page URL.

A ticket is updated if there is an existing active ticket for an alert. Figure 4–2 shows the ticket in the Remedy console, and Figure 4–3 shows the alert as displayed in Enterprise Manager.

Figure 4-2 Ticket in the Remedy Console

Figure 4-3 Alert as Displayed in Enterprise Manager

Manually Creating a Ticket

Perform the following steps to manually create a ticket:

After a metric alert occurs, go to its alert details page by clicking on the alert message in the Enterprise Manager console. The alert details page for the alert should appear, as shown in Figure 4–4.

Figure 4-4 Metric Alert Details Page

Click the Create/View Ticket link in the Actions section.

The Create Ticket page appears if no active ticket exists for the alert.

Select a ticket template and then click Submit, as shown in Figure 4–5.

If you do not see the desired template, you can register one using the emctl command. See Section 3.3.1, "Registering Ticket Templates".

If creating or updating the ticket is successful, the ticket ID appears in the Last Comment column of the Alert History table for the metric alert.If the Web console settings are configured and enabled, the ticket ID appears as a link to the ticket page in the Remedy Service Desk.

Note:

You cannot manually update the ticket using the Remedy Service Desk Connector. You need to manually update the ticket in Remedy for any subsequent alert severity change, or you can include the metric in a notification rule.

Figure 4-5 Create Ticket Page

5 Using Default Templates

This chapter provides details on the default ticket templates shipped along with the Remedy Service Desk Connector. The ticket templates specify the mappings between Enterprise Manager alert attributes and Remedy ticket attributes.

Template Process

Reading Ticket Templates

Mapping the Fields

Customizing Ticket Templates

Defining New Templates

Template Process

All out-of-box templates cause the following actions to occur when a you create a ticket for an alert:

Write alert information to Description (Remedy ticket description).

Set the Remedy ticket summary based on the alert message. On update, the ticket summary field is updated to include the latest alert message information.

The out-of-box templates are as follows:

Remedy_DefaultCategory_AutoResolve.xsl

Remedy_DefaultCategory_AutoClose.xsl

Remedy_DefaultCategory.xsl

Remedy_DefaultCategory_AutoResolve.xsl

The Remedy_DefaultCategory_AutoResolve.xsl template sets the ticket status to Resolved when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the following occurs:

The ticket is reopened.

The status field is set as Assigned.

The ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information. If you leave an incident as resolved, the Incident Management application closes the incident after 15 days. See the BMC Remedy Service Desk: Incident Management 7.0 User's Guide for more information.

Remedy_DefaultCategory_AutoClose.xsl

The Remedy_DefaultCategory_AutoClose.xsl template sets the ticket status to Closed when the event severity value becomes Clear. After the Ticket Status is closed, it cannot be reassigned to other values. When the same event with critical or warning severity occurs within the grace period time, the following occurs:

The ticket is not reopened.

The status field remains Closed, but the ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information.

Note:

Oracle recommends that you do not select Remedy_DefaultCategory_AutoClose.xsl if you want tickets to be reopened when a critical or warning event has occurred within the grace period.

Remedy_DefaultCategory.xsl

The Remedy_DefaultCategory.xsl template does not close the ticket when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information.

Reading Ticket Templates

Table 5–1 and Table 5–2 illustrate the creation of a ticket using Remedy_DefaultCategory_AutoResolve.xsl. This illustration will help you to read a ticket template. In the tables, * denotes a literal string and ** indicates if the attribute applies.

Ticket creation mappings are the same for Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl, and Remedy_DefaultCategory.xsl.

Table 5–1 shows Remedy ticket attributes and corresponding Enterprise Manager alert values for ticket creation mappings.

Table 5-1 Ticket Creation Mappings (for all templates)

Remedy Ticket Attributes
Enterprise Manager Alert Attributes
Value

Assigned_Group

Blank

Assigned_Group_Shift_Name

Blank

Assigned_Support_Company

Blank

Assigned_Support_Organization

Blank

Assignee

Blank

Categorization_Tier_1

Blank

Categorization_Tier_2

Blank

Categorization_Tier_3

Blank

CI_Name

Blank

Closure_Manufacturer

Blank

Closure_Product_Category_Tier1

Blank

Closure_Product_Category_Tier2

Blank

Closure_Product_Category_Tier3

Blank

Closure_Product_Model_Version

Blank

Closure_Product_Name

Blank

Department

Blank

First_Name

HDUser

User name provided in the "Remedy Username" field during the configuration.

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Impact to 1-Extensive/Widespread.

If severity is Warning, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

If the JobStatus is Error or Failed, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

Last_Name

HDUser

Lookup_Keyword

Blank

Manufacturer

Blank

Product_Categorization_Tier_1

Blank

Product_Categorization_Tier_2

Blank

Product_Categorization_Tier_3

Blank

Product_Model_Version

Blank

Product_Name

Blank

Reported_Source

"Systems Management" *

Resolution

Blank

Resolution_Category_Tier_1

Blank

Resolution_Category_Tier_2

Blank

Resolution_Category_Tier_3

Blank

Service_Type

"Infrastructure Event" *

Status

New *

Action

CREATE *

Create_Request

Blank

Summary

Message

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

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

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

Values from the alert context.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

Urgency

Severity — Applies to Metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Urgency to 1-Critical.

If severity is Warning, set Urgency to "2-High"

Otherwise, set Urgency to 3-Medium.

For job status events

If JobStatus is Error or Failed, set Urgency to 2-High.

Otherwise, set Urgency to 3-Medium.

Work_Info_Summary

Message

Work_Info_Notes

Message — Applies to metric alerts

Severity — Applies to job events

Work_Info_Type

"Incident Task/Action" *

Work_Info_Date

Blank

Work_Info_Source

"System Assignment" *

Work_Info_Locked

Blank

Work_Info_View_Access

"Public" *

Middle_Initial

Blank

Table 5–2 shows Remedy ticket attributes and corresponding Enterprise Manager alert attributes and values for Remedy_DefaultCategory_AutoResolve.xsl mappings.

Table 5-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

Remedy Ticket Attributes
Enterprise Manager Alert Attributes
Value

Categorization_Tier_1

Blank

Categorization_Tier_2

Blank

Categorization_Tier_3

Blank

Closure_Manufacturer

Blank

Closure_Product_Category_Tier1

Blank

Closure_Product_Category_Tier2

Blank

Closure_Product_Category_Tier3

Blank

Closure_Product_Model_Version

Blank

Closure_Product_Name

Blank

Company

"Internal" *

Summary

Message, Severity

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

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

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NofificationRuleName

EventPageURL — URL for the Job Event page.

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Impact to 1-Extensive/Widespread.

If severity is Warning, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web Service to identify the ticket that must be updated.

Manufacturer

Blank

Product_Categorization_Tier_1

Blank

Product_Categorization_Tier_2

Blank

Product_Categorization_Tier_3

Blank

Product_Model_Version

Blank

Product_Name

Blank

Reported_Source

"Systems Management" *

Resolution

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If the severity is Clear, st the Resolution with Message.

For job status events:

If the JobStatus is succeeded, set the Resolution with JobStatus.

Resolution_Category

Blank

Resolution_Category_Tier_2

Blank

Resolution_Category_Tier_3

Blank

Resolution_Method

Blank

Service_Type

"Infrastructure Event" *

Status

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set the ticket to the status Resolved.

If the grace period test has already been done and the alert is still within the grace period, reopen the ticket by setting the ticket to the status Assigned.

For job status events

If JobStatus is succeeded, set the ticket to the status Resolved.

Otherwise, set the status to Assigned.

Status_Reason

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Clear, set the Status_Reason to "Automated Resolution Reported."

For job status events:

If JobStatus is Succeeded, set Status_Reason to "Automated Resolution Reported."

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Urgency to 1-Critical.

If severity is Warning, set Urgency to "2-High"

Otherwise, set Urgency to 3-Medium.

For job status events:

If JobStatus is Error or Failed, set Urgency to 2-High.

Otherwise, set Urgency to 3-Medium.

Action

MODIFY*

Work_Info_Summary

Message

Work_Info_Notes

Severity — Applies to metric alerts

JobStatus — Applies to job status events

Work_Info_Type

"Incident Task/Action" *

Work_Info_Date

Blank

Work_Info_Source

"System Assignment" *

Work_Info_Locked

"No" *

Work_Info_View_Access

"Public" *

Use the mapping table (Table 5–1) as a reference to read the XSLT file in Example 5–1.

Example 5-1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations

  <?xml version="1.0" encoding="UTF-8" ?>
   <xsl:transform version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform" xmlns:ns0="http://xmlns.oracle.com/sysman/connector/tt" targetNamespace="http://xmlns.oracle.com/sysman/connector/tt" elementFormDefault="qualified">
<!--
This template creates an incident type ticket within Remedy Service Desk with default settings. On update, the worklog is updated with the latest event message and severity information. The ticket is set to status Resolved if the associated alert has cleared. The ticket can be reopend if a severity occurred within the grace period. If the ticket is not reopened for 15 days, the ticket will be closed by incident management.

  -->
<xsl:template match="ns0:EventModel">
  <xsl:choose>
<xsl:when test="normalize-space(ns0:TicketId) = ''">
<urn:HelpDesk_Submit_Service xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
<!--  EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
      DURING TICKET CREATION. REFER TO THE REMEDY SERVICE DESK MANUAL
      FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS
  -->
  <urn:Assigned_Group />
  <urn:Assigned_Group_Shift_Name />
  <urn:Assigned_Support_Company />
  <urn:Assigned_Support_Organization />
  <urn:Assignee />
  <urn:Categorization_Tier_1 />
  <urn:Categorization_Tier_2 />
  <urn:Categorization_Tier_3 />
  <urn:CI_Name />
  <urn:Closure_Manufacturer />
  <urn:Closure_Product_Category_Tier1 />
  <urn:Closure_Product_Category_Tier2 />
  <urn:Closure_Product_Category_Tier3 />
  <urn:Closure_Product_Model_Version />
  <urn:Closure_Product_Name />
  <urn:Department />
   <urn:First_Name>
  <xsl:value-of select="ns0:HDUser" />
  </urn:First_Name>
  <xsl:choose>
  <xsl:when test="ns0:EventType = 'Alert'">
  <xsl:choose>
<!--  SeverityCode 25 - EM Critical  -->
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact>
  </xsl:when>
<!--  SeverityCode 20 - EM Warning  -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="(ns0:JobStatus = 'Error') or (ns0:JobStatus = 'Failed')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Last_Name>
 <xsl:value-of select="ns0:HDUser" />
  </urn:Last_Name>
  <urn:Lookup_Keyword />
  <urn:Manufacturer />
  <urn:Product_Categorization_Tier_1 />
  <urn:Product_Categorization_Tier_2 />
  <urn:Product_Categorization_Tier_3 />
  <urn:Product_Model_Version />
  <urn:Product_Name />
  <urn:Reported_Source>Systems Management</urn:Reported_Source>
  <urn:Resolution />
  <urn:Resolution_Category_Tier_1 />
  <urn:Resolution_Category_Tier_2 />
  <urn:Resolution_Category_Tier_3 />
  <urn:Service_Type>Infrastructure Event</urn:Service_Type>
  <urn:Status>New</urn:Status>
  <urn:Action>CREATE</urn:Action>
  <urn:Create_Request />
<urn:Summary>
  <xsl:value-of select="ns0:Message" />
  </urn:Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------
 EM User:
  <xsl:value-of select="ns0:EMUser" />
 Event Information: Target Name:
  <xsl:value-of select="ns0:TargetName" />
 Target Type:
  <xsl:value-of select="ns0:TargetType" />
 Metric Column:
  <xsl:value-of select="ns0:MetricColumn" />
  Metric Name:
  <xsl:value-of select="ns0:MetricName" />
 <!--  LIST ALL THE TARGET PROPERTIES   -->
 Target Properties:
   <xsl:for-each select="ns0:TargetProperties">
  <xsl:text></xsl:text>
  <xsl:value-of select="./ns0:name" /> :  <xsl:value-of select="./ns0:value" />
  </xsl:for-each>
 <!--  EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY,
                  SUCH AS "Line of Business"

             <xsl:choose>
             <xsl:when test="ns0:TargetProperties/ns0:name='Line of Business'">
             Line of Business: <xsl:value-of select="ns0:TargetProperties/ns0:value"/>
             </xsl:when>
             </xsl:choose>

  -->
<xsl:choose>
<xsl:when test="normalize-space(ns0:KeyColumn) != ''">
  Key Column:
  <xsl:value-of select="ns0:KeyColumn" />
  Key Values:
  <xsl:value-of select="ns0:KeyValues" />
  </xsl:when>
  </xsl:choose>
  Severity:
  <xsl:value-of select="ns0:Severity" />
  Collection Time:
  <xsl:value-of select="ns0:CollectionTime" />
  Target Host:
  <xsl:value-of select="ns0:TargetHost" />
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule:
  <xsl:value-of select="ns0:NotificationRuleName" />
  </xsl:when>
  </xsl:choose>
  URL:
  <xsl:value-of select="ns0:EventPageURL" />
  </urn:Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
 <urn:Notes>  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector. ----------------------------------------------------------------------------- EM User:   <xsl:value-of select="ns0:EMUser" />   Event Information: Job Name:   <xsl:value-of select="ns0:JobName" />   Job Type:   <xsl:value-of select="ns0:JobType" />   Job Owner:   <xsl:value-of select="ns0:JobOwner" />   Job Status:   <xsl:value-of select="ns0:JobStatus" />   <xsl:choose>  <xsl:when test="ns0:JobTarget">  Job Target:   <xsl:for-each select="ns0:JobTarget">  <xsl:value-of select="./ns0:TargetName" /> ( <xsl:value-of select="./ns0:TargetType" /> );   </xsl:for-each>  </xsl:when>  </xsl:choose>  Collection Time:   <xsl:value-of select="ns0:CollectionTime" /> <xsl:choose><xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">  Notification Rule:   <xsl:value-of select="ns0:NotificationRuleName" />   </xsl:when>  </xsl:choose>  URL:   <xsl:value-of select="ns0:EventPageURL" />   </urn:Notes>  </xsl:when>  </xsl:choose><xsl:choose><xsl:when test="ns0:EventType = 'Alert'"><xsl:choose>
 <!--   SeverityCode 25 - EM Critical -->
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Urgency>1-Critical</urn:Urgency>
  </xsl:when>
<!--  SeverityCode 20 - EM Warning -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<!--  3 - JobStatus Error,4 - Failed   -->
<xsl:when test="(ns0:JobStatusCode = '3') or (ns0:JobStatusCode = '4')">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Work_Info_Summary>
  <xsl:value-of select="ns0:Message" />
  </urn:Work_Info_Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector based on an alert with Severity: <xsl:value-of select="ns0:Severity" /> . Message: <xsl:value-of select="ns0:Message" />
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector based on Job Status:  <xsl:value-of select="ns0:JobStatus" />  .
  </urn:Work_Info_Notes>
  </xsl:when>
  </xsl:choose>
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type>
  <urn:Work_Info_Date />
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source>
  <urn:Work_Info_Locked />
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access>
  <urn:Middle_Initial />
  </urn:HelpDesk_Submit_Service>
  </xsl:when>
<xsl:otherwise>
<urn:HelpDesk_Modify_Status_Service xmlns:urn="urn:HPD_IncidentInterface_WS">
  <urn:Categorization_Tier_1 />
  <urn:Categorization_Tier_2 />
  <urn:Categorization_Tier_3 />
  <urn:Closure_Manufacturer />
  <urn:Closure_Product_Category_Tier1 />
  <urn:Closure_Product_Category_Tier2 />
  <urn:Closure_Product_Category_Tier3 />
  <urn:Closure_Product_Model_Version />
  <urn:Closure_Product_Name />
  <urn:Company>Internal</urn:Company>
<urn:Summary>
  <xsl:value-of select="ns0:Message" />
  </urn:Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------
 EM User:
  <xsl:value-of select="ns0:EMUser" />
  Event Information: Target Name:
  <xsl:value-of select="ns0:TargetName" />
  Target Type:
  <xsl:value-of select="ns0:TargetType" />
  Metric Column:
  <xsl:value-of select="ns0:MetricColumn" />
  Metric Name:
  <xsl:value-of select="ns0:MetricName" />
 <!--  LIST ALL THE TARGET PROPERTIES   -->
  Target Properties:
<xsl:for-each select="ns0:TargetProperties">
  <xsl:text></xsl:text>
  <xsl:value-of select="./ns0:name" />  :  <xsl:value-of select="./ns0:value" />
  </xsl:for-each>
<!--
 EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY,
                  SUCH AS "Line of Business"

             <xsl:choose>
             <xsl:when test="ns0:TargetProperties/ns0:name='Line of Business'">
             Line of Business: <xsl:value-of select="ns0:TargetProperties/ns0:value"/>
             </xsl:when>
             </xsl:choose>

  -->
<xsl:choose>
<xsl:when test="normalize-space(ns0:KeyColumn) != ''">
  Key Column:
  <xsl:value-of select="ns0:KeyColumn" />
  Key Values:
  <xsl:value-of select="ns0:KeyValues" />
  </xsl:when>
  </xsl:choose>
  Severity:
  <xsl:value-of select="ns0:Severity" />
  Collection Time:
  <xsl:value-of select="ns0:CollectionTime" />
  Target Host:
  <xsl:value-of select="ns0:TargetHost" />
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule:
  <xsl:value-of select="ns0:NotificationRuleName" />
  </xsl:when>
  </xsl:choose>
  URL:
  <xsl:value-of select="ns0:EventPageURL" />
  </urn:Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------
EM User:
  <xsl:value-of select="ns0:EMUser" />
  Event Information: Job Name:
  <xsl:value-of select="ns0:JobName" />
  Job Type:
  <xsl:value-of select="ns0:JobType" />
  Job Owner:
  <xsl:value-of select="ns0:JobOwner" />
  Job Status:
  <xsl:value-of select="ns0:JobStatus" />
  <xsl:choose>
  <xsl:when test="ns0:JobTarget">
  Job Target:
  <xsl:for-each select="ns0:JobTarget">
  <xsl:value-of select="./ns0:TargetName" /> ( <xsl:value-of select="./ns0:TargetType" />  );
  </xsl:for-each>
  </xsl:when>
  </xsl:choose>
  Collection Time:
  <xsl:value-of select="ns0:CollectionTime" />
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule:
  <xsl:value-of select="ns0:NotificationRuleName" />
  </xsl:when>
  </xsl:choose>
  URL:
  <xsl:value-of select="ns0:EventPageURL" />
  </urn:Notes>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<!--   Code 25 - EM Critical  -->
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact>
  </xsl:when>
<!-- Code 20 - EM Warning -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="(ns0:JobStatus = 'Error') or (ns0:JobStatus = 'Failed')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Incident_Number>
  <xsl:value-of select="ns0:TicketId" />
  </urn:Incident_Number>
  <urn:Manufacturer />
  <urn:Product_Categorization_Tier_1 />
  <urn:Product_Categorization_Tier_2 />
  <urn:Product_Categorization_Tier_3 />
  <urn:Product_Model_Version />
  <urn:Product_Name />
  <urn:Reported_Source>Systems Management</urn:Reported_Source>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
<urn:Resolution>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in severity of the associated alert. Severity:
  <xsl:value-of select="ns0:Severity" />
  Message:
  <xsl:value-of select="ns0:Message" />
  </urn:Resolution>
  </xsl:when>
<xsl:otherwise>
  <urn:Resolution />
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
<urn:Resolution>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in Job Status of the associated Job event. JobStatus: <xsl:value-of select="ns0:JobStatus" /> .
  </urn:Resolution>
  </xsl:when>
<xsl:otherwise>
  <urn:Resolution />
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Resolution_Category />
  <urn:Resolution_Category_Tier_2 />
  <urn:Resolution_Category_Tier_3 />
  <urn:Resolution_Method />
  <urn:Service_Type>Infrastructure Event</urn:Service_Type>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
  <urn:Status>Resolved</urn:Status>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
  <urn:Status>Assigned</urn:Status>
  </xsl:when>
<xsl:otherwise>
  <urn:Status>Assigned</urn:Status>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
  <urn:Status>Resolved</urn:Status>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
  <urn:Status>Assigned</urn:Status>
  </xsl:when>
<xsl:otherwise>
  <urn:Status>Assigned</urn:Status>
  </xsl:otherwise>
</xsl:choose>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason>
  </xsl:when>
<xsl:otherwise>
  <urn:Status_Reason />
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason>
  </xsl:when>
<xsl:otherwise>
  <urn:Status_Reason />
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<!--   Code 25 - EM Critical   -->
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Urgency>1-Critical</urn:Urgency>
  </xsl:when>
<!--   Code 20 - EM Warning  -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<!--  JobStatus Error   -->
<xsl:when test="ns0:JobStatusCode = '3'">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
 <!--  JobStatus Failed   -->
<xsl:when test="ns0:JobStatusCode = '4'">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Action>MODIFY</urn:Action>
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type>
  <urn:Work_Info_Date />
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
<urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in severity of the associated alert. Severity:
  <xsl:value-of select="ns0:Severity" /> . Message:  <xsl:value-of select="ns0:Message" /> .
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
<urn:Work_Info_Notes>
  Incident reopened because the associated alert re-triggered within the grace period with Severity: <xsl:value-of select="ns0:Severity" />  . Message:
  <xsl:value-of select="ns0:Message" />
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:otherwise>
<urn:Work_Info_Notes>
  Incident updated due to change in severity of the associated alert. Severity:
  <xsl:value-of select="ns0:Severity" />  Message:  <xsl:value-of select="ns0:Message" />  .
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
<urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in Job Status of the associated Job event. JobStatus:
  <xsl:value-of select="ns0:JobStatus" />  .
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
<urn:Work_Info_Notes>
  Incident reopened because the associated job event re-triggered with in the grace period with status:  <xsl:value-of select="ns0:JobStatus" />  .
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:otherwise>
<urn:Work_Info_Notes>
  Incident updated due to change in Job Status of the associated Job event. JobStatus:  <xsl:value-of select="ns0:JobStatus" />.
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Work_Info_Locked>No</urn:Work_Info_Locked>
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access>
<urn:Work_Info_Summary>
  <xsl:value-of select="ns0:Message" />
  </urn:Work_Info_Summary>
  </urn:HelpDesk_Modify_Status_Service>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:template>
  </xsl:transform>

Mapping the Fields

The tables in this section map the fields in all out-of-box ticket templates shipped with the Remedy Service Desk Connector.

Remedy_DefaultCategory_AutoClose.xsl

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

Table 5-3 Ticket Updates (Remedy_DefaultCategory_AutoClose.xsl)

Remedy Ticket Attributes
Enterprise Manager Alert Attributes
Value

Categorization_Tier_1

Blank

Categorization_Tier_2

Blank

Categorization_Tier_3

Blank

Closure_Manufacturer

Blank

Closure_Product_Category_Tier1

Blank

Closure_Product_Category_Tier2

Blank

Closure_Product_Category_Tier3

Blank

Closure_Product_Model_Version

Blank

Closure_Product_Name

Blank

Company

"Internal" *

Summary

Message

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

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

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Impact to 1-Extensive/Widespread.

If severity is Warning, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

Manufacturer

Blank

Product_Categorization_Tier_1

Blank

Product_Categorization_Tier_2

Blank

Product_Categorization_Tier_3

Blank

Product_Model_Version

Blank

Product_Name

Blank

Reported_Source

"Systems Management" *

Resolution

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Clear, set the Resolution with Message.

For job status events:

If JobStatus is Succeeded, set the Resolution with JobStatus.

Resolution_Category

Blank

Resolution_Category_Tier_2

Blank

Resolution_Category_Tier_3

Blank

Resolution_Method

Blank

Service_Type

"Infrastructure Event" *

Status

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set the ticket status to Closed.

Otherwise, set the status to Assigned.

For job status events:

If JobStatus is Succeeded, set the ticket status to Closed.

Otherwise, set the status to Assigned.

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Urgency to 1-Critical.

If severity is Warning,, set Urgency to "2-High"

Otherwise, set Urgency to 3-Medium.

For job status events:

If JobStatus is Error or Failed, set Urgency to 2-High.

Otherwise, set Urgency to 3-Medium.

Action

"MODIFY" *

Work_Info_Summary

Message

Work_Info_Notes

Message, Severity — Applies to metric alerts

JobStatus — Applies to job status events

Work_Info_Type

"Incident Task/Action" *

Work_Info_Date

Blank

Work_Info_Source

"System Assignment" *

Work_Info_Locked

Blank

Work_Info_View_Access

"Public" *

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web service to identify the ticket that must be updated.

Remedy_DefaultCategory.xsl

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

Table 5-4 Ticket Updates (Remedy_DefaultCategory.xsl)

Remedy Ticket Attributes
Enterprise Manager Alert Attributes
Value

Categorization_Tier_1

Blank

Categorization_Tier_2

Blank

Categorization_Tier_3

Blank

Closure_Manufacturer

Blank

Closure_Product_Category_Tier1

Blank

Closure_Product_Category_Tier2

Blank

Closure_Product_Category_Tier3

Blank

Closure_Product_Model_Version

Blank

Closure_Product_Name

Blank

Company

"Internal" *

Summary

Message

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

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

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Impact to 1-Extensive/Widespread.

If severity is Warning, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

Otherwise, set Impact to 3-Moderate/Limited.

Manufacturer

Blank

Product_Categorization_Tier_1

Blank

Product_Categorization_Tier_2

Blank

Product_Categorization_Tier_3

Blank

Product_Model_Version

Blank

Product_Name

Blank

Reported_Source

"Systems Management" *

Resolution

Blank

Resolution_Category

Blank

Resolution_Category_Tier_2

Blank

Resolution_Category_Tier_3

Blank

Resolution_Method

Blank

Service_Type

"Infrastructure Event" *

Status

If the grace period test has already been done and the alert is still within the grace period, reopen the ticket by setting the ticket to the Assigned status.

Otherwise, set the status to Assigned.

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

If severity is Critical, set Urgency to 1-Critical.

If severity is Warning,, set Urgency to "2-High"

Otherwise, set Urgency to 3-Medium.

For job status events:

If JobStatus is Error or Failed, set Urgency to 2-High.

Otherwise, set Urgency to 3-Medium.

Action

"MODIFY" *

Work_Info_Summary

Message

Work_Info_Notes

Message, Severity — Applies to metric alerts

JobStatus — Applies to job status events

Work_Info_Type

"Incident Task/Action" *

Work_Info_Date

Blank

Work_Info_Source

"System Assignment" *

Work_Info_Locked

"No" *

Work_Info_View_Access

"Public" *

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web service to identify the ticket that must be updated.

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify them. To do this, Oracle recommends that you use one of the existing templates as the base template. Copy this ticket template to a new file, modify, and register the new ticket template.

In most cases, when you modify the ticket template, you might only be changing the mappings. The following examples illustrate this point:

Example 5-2 Creating a Template to Mark the <Company/> Element to MyCompany

To create a template to mark the category to MyCompany, modify the following attribute in the template:

<urn:Company>MyCompany</urn:Company>

Example 5-3 Altering the Message Type

If you only want the alert message to appear as ticket summary instead of both message and severity, modify the following attribute:

<urn:Summary><xsl:value-of select="ns0:Message"/></urn:Summary>

The templates are highly customizable. Oracle recommends that only users with advanced knowledge of XSLT make complex changes.

You can use notification rules as a filter to associate proper ticket templates with alerts. You can have as many tickets templates as you want. One notification rule can have only one ticket template.

Defining New Templates

The out-of-box templates are based on the default HPD:IncidentInterface_Create,HPD:IncidentInterface forms. If the new ticket templates you define are based on these forms, Customizing Ticket Templates applies.

However, if you use a different form, you need to define a new ticket template.

Enterprise Manager Attributes

Table 5–5 provides the Enterprise Manager fields that you can map when using the default Remedy Service Desk Web services:

Table 5-5 Enterprise Manager Attributes

Data Fields
Description

EMUser

For auto-ticketing, this is the notification rule owner.

For manual ticketing, this is the console user that triggered the ticket creation.

HDUser

Service Desk user registered with the Connector; this is the same as the user name specified for the WS authentication.

TicketID

Identifies the ticket associated with the current alert (available after ticket creation).

ConnectorID

Identifies the connector that processed the event and issued the ticket creation or ticket update. This is the ID for the Remedy Service Desk Connector.

TargetType

Type of target that the alert is associated with, such as host.

TargetName

Name of the target that the alert is associated with. For example, Database1 or stadc40.us.oracle.com.

MetricColumn

Name of the metric that triggered the alert. For example, CPU Utilization(%).

MetricName

Category of the metric. For example, Load for the memory utilization alert.

TargetProperties

TargetProperties store environmental or usage context information specific to the target. For example, for Host Target , the name /value pair of TargetProperties are:

Comment — Host running the management service and repository.

Contact — John Doe

Deployment Type — Production

Line of Business — Development

Location — Redwood Shores

These are out-of-box user-defined target properties. If additional target properties are added, they are displayed with ticket information.

KeyColumn

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

KeyValues

Key values associated with a key value base alert.

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

Message

Description of the alert. For example, CPU Utilization is 100%, crossed warning (80) or critical (95) threshold.

Severity

Severity of the alert: critical, warning, clear, or down.

CollectionTime

Timestamp of an alert occurrence.

EventPageURL

URL to the alert details page of the alert.

NotificationRuleName

Name of the notification rule that generated the notification during auto-ticketing.

TargetTimezone

Timezone of the target associated with the alert.

GracePeriodCheckMade

Value Yes indicates that the alert is cleared since the last update or creation, but is within the configured grace period.

TargetHost

Name of the server hosting the target that generated the alert.

JobStatus

New status of the job event. For examplem, job status could be Error, Failed, or Succeeded.

JobOwner

Owner of the job, such as the notification rule owner.

JobType

Type of job, such as Host Command.

JobName

Name of the executed job.

JobTarget

Array of the target name/target type pairs that the job runs on.

Format for Creating Ticket Templates

To create ticket templates for custom Remedy forms, adhere to the following format:

Example 5-4 Template Format for Custom Remedy Forms

<?xml version='1.0' encoding='UTF-8'?>
<xsl:transform version="1.0"
xmlns:xsl="http://www.w3.org/1999/XSL/Transform"
xmlns:ns0="http://xmlns.oracle.com/sysman/connector/tt"
targetNamespace="http://xmlns.oracle.com/sysman/connector/tt"
elementFormDefault="qualified">

<!--
This template creates an incident type ticket with default categorization
(Category: Default, Type:Default, Item:Default), and low priority. On update,
the description and message fields are updated, and the ticket is closed if the
associated alert has cleared.
-->

<xsl:template match="ns0:EventModel">
<xsl:choose>
<xsl:when test="normalize-space(ns0:TicketId) = ''">

*[Insert your mappings from EMModel into your custom Create Ticket Webservice SOAP Document] *

</xsl:when>
<xsl:otherwise>

* [Insert your mappings from EMModel schema into your Custom Update Ticket Webservice SOAP Document]*

</xsl:otherwise>
</xsl:choose>
</xsl:template>
</xsl:transform>

6 Enabling SSL for HTTPS

Follow the instructions provided in the following sections if you choose HTTPS as the protocol to establish a connection between the Remedy AR server and Enterprise Manager.

Generating a Certificate Request File

Generate a certificate request file for the Remedy AR server and send it to the Certificate authority, such as VeriSign.

Note:

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

Adding Signed Certificates to Wallet Manager

Note:

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

Do the following on Enterprise Manager:

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

orapki wallet create -wallet client -auto_login

Note:

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 client certificate ewallet.p12.

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.

You need to import HelpDesk_Query_Service_getIncident.def into your Remedy instance for a getTicket operation. By default on the Enterprise Manager Management Connector page, the web service endpoint for getTicket appears as HPD_IncidentInterface_get_WS. If you are not importing HelpDesk_Query_Service_getIncident.def, you need to modify the web service name in the web service endpoint with your custom web service name.

If you want to use the Remedy_DefaultCategory_AutoResolve.xsl template, you need to import HPD_IncidentInterface_CustomWS.def. Back up the HPD_IncidentInterface_WS web service before importing. You can get this file from the $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector directory.

Now Java SSL can use this file for communication between Enterprise Manager and the Remedy AR server in HTTPS mode.

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).

Importing the Certificate from the Certificate Authority

After you get the certificate, import it to the Web server that Remedy uses. The import mechanism varies depending on the Web server that the Remedy Service Desk uses.

Adding Signed Certificates to Wallet Manager

Note:

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

Do the following on Enterprise Manager:

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

orapki wallet create -wallet client -auto_login

Note:

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 client certificate ewallet.p12.

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.

You need to import HelpDesk_Query_Service_getIncident.def into your Remedy instance for a getTicket operation. By default on the Enterprise Manager Management Connector page, the web service endpoint for getTicket appears as HPD_IncidentInterface_get_WS. If you are not importing HelpDesk_Query_Service_getIncident.def, you need to modify the web service name in the web service endpoint with your custom web service name.

If you want to use the Remedy_DefaultCategory_AutoResolve.xsl template, you need to import HPD_IncidentInterface_CustomWS.def. Back up the HPD_IncidentInterface_WS web service before importing. You can get this file from the $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector directory.

Now Java SSL can use this file for communication between Enterprise Manager and the Remedy AR server in HTTPS mode.

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).

A Connector Tips

This section provides various tips that might help you to use Remedy Service Desk Connector more effectively.

Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and Remedy AR server.

Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems.

Supported Alerts

This release supports the following types of alerts:

Metric alerts

Availability alerts

Web Service Details for Default Templates

If you choose default ticket templates, ensure that the following HPD:HelpDesk related Web services are up and running on the Remedy AR server:

HPD_IncidentInterface_Create_WS

HPD_IncidentInterface_WS

Index

A  C  D  E  F  G  I  M  N  O  P  R  S  T  U  V  W 

A

adding a template

Remedy 7 Connector, 3.3.5

alert details

Remedy Console, 1.4.1

Auto Ticketing

Remedy 7 Connector, 2.1

C

configuring

Remedy 7 Connector, 3.1

connection settings

Remedy 7Connector, 3.2

creating

trouble tickets automatically (Remedy 7), 4.1

trouble tickets manually (Remedy 7), 4.2

customizing

Remedy 7 ticket templates, 5.4

D

default templates, using for Remedy 7 Connector, 5

defining

Remedy 7 ticket templates, 5.5

E

Edit Notification Rule Page

Remedy Connector, 4.1

emctl parameters

Remedy Connector, 1.2

F

format for creating

Remedy 7 ticket templates, 5.5

G

grace period, 2.4

Remedy 7 Connector, 3.2.3

I

installing

Remedy 7 Connector, 1.2

M

manual ticketing

Remedy 7 Connector, 2.2

metric alerts, Remedy 7 Connector and, 2

N

notification rules

creating for Remedy 7 Connector, 4.1

Remedy 7 Connector and, 2.1

O

out-of-box templates, Remedy Connector and, 5.1

P

pictures

Alert Details in Remedy Console, 1.4.1

Edit Notification Rule Page

Remedy Connector, 4.1

Remedy Configure Management Connector Page, 3.1

Remedy Create Ticket Page, 4.2

Remedy Management Connectors Page, 3.1

Remedy Metric Details Page, 4.2

prerequisites

Remedy 7 Connector, 1.1

Remedy Connector, 2.4

R

registering

ticket templates (Remedy 7), 1.2, 3.3.1

Remedy 7 Connector

adding a template, 3.3.5

Auto Ticketing, 2.1

configuring, 3.1

connection settings, 3.2

creating notification rules, 4.1

customizing ticket templates, 5.4

default templates, using, 5

defining new ticket templates, 5.5

format for creating ticket templates, 5.5

grace period, 3.2.3

installing, 1.2

manual ticketing, 2.2

metric alerts, 2

notification rules, 2.1

overview, 2

prerequisites, 1.1

registering ticket template, 1.2, 3.3.1

removing a template, 3.3.3

replacing a template, 3.3.4

supported alerts, A.2

ticket templates, description, 2.3

ticket templates, format for creating, 5.5

uninstalling, 1.3

viewing template code, 3.3.2

Web services for default templates, A.3

Remedy Configure Management Connector Page, 3.1

Remedy Connector

alert details of Remedy Console, 1.4.1

Configure Management Connector Page, 3.1

Create Ticket Page, 4.2

Edit Notification Rule Page, 4.1

emctl parameters, 1.2

Management Connectors Page, 3.1

Metric Details Page, 4.2

out-of-box templates, 5.1, 5.1

prerequisites, 2.4

Remedy_DefaultCategory_AutoClose.xsl, 5.3

Remedy_DefaultCategory.xsl, 5.3

SSL for HTTPS, 6

Wallet Manager, 6.1.1, 6.3

Web Console settings, 3.2.2

Remedy Create Ticket Page, 4.2

Remedy HelpDesk

6.x, 2.4

Web services, 2.4

Remedy Management Connectors Page, 3.1

Remedy Metric Details Page, 4.2

Remedy Service Desk Connector

web services, 1.1

Remedy_DefaultCategory_AutoClose.xsl, 5.3

Remedy_DefaultCategory_AutoClose.xsl template, 5.1

Remedy_DefaultCategory_AutoResolve.xsl mappings, 5.2

Remedy_DefaultCategory_AutoResolve.xsl source code, 5.2

Remedy_DefaultCategory_AutoResolve.xsl template, 5.1

Remedy_DefaultCategory.xsl, 5.3

Remedy_DefaultCategory.xsl template, 5.1

removing a template

Remedy 7 Connector, 3.3.3

replacing a template

Remedy 7 Connector, 3.3.4

S

SSL for HTTPS

Remedy Connector, 6

supported alerts

Remedy 7 Connector, A.2

T

templates

adding, 3.3.5

customizing Remedy 7 ticket templates, 5.4

defining new Remedy 7 ticket templates, 5.5

out-of-box for Remedy, 5.1

removing, 3.3.3

replacing, 3.3.4

ticket creation mappings

Remedy 7 Connector, 5.2

ticket templates

customizing Remedy 7 ticket templates, 5.4

defining new Remedy 7 ticket templates, 5.5

Remedy 7 Connector, 2.3

transformation style sheets

Remedy 7 Connector, 2.3

trouble tickets

creating automatically for Remedy 7, 4.1

creating manually for Remedy 7 Connector, 4.2

U

uninstalling Remedy 7 Connector, 1.3

V

viewing template code

Remedy 7 Connector, 3.3.2

W

Wallet Manager

Remedy Connector, 6.1.1, 6.3

Web Console settings

Remedy Connector, 3.2.2

Web services for

Remedy 7 Connector, A.3

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