Contents

List of Figures

List of Tables

Title and Copyright Information

Preface

Audience

Documentation Accessibility

Related Documents

Conventions

1 Introduction to the Connector

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

2 Installing and Uninstalling the Connector

Prerequisites

Installing the Connector

Uninstalling the Connector

Registering the Connector Descriptor

Registering Ticket Templates

Navigating Between Siebel HelpDesk and Enterprise Manager

Navigating from Enterprise Manager to Siebel

Navigating from Siebel HelpDesk to Enterprise Manager

3 Configuring the Connector

Configuring the Connector

Providing General Settings

Connection Settings

Web Console Settings

Grace Period

Working with Ticket Templates

Viewing Template Code

Removing a Template

Replacing Templates

Adding New Templates

Re-registering Removed Connectors

4 Creating Siebel Service Requests

Automatically Creating Service Requests

Manually Creating Service Requests

5 Reading Ticket Templates

6 Enabling SSL for HTTPS

Generating a Certificate Request File

Importing the Certificate from the Certificate Authority

Adding Signed Certificates to Wallet Manager

A Connector Tips

Recommended Protocol

Supported Alerts

Notification Failure

Customizing Ticket Templates

Customizing the Connector Descriptor

Index

List of Figures

2-1 Alert Details in Siebel HelpDesk Service Request Page

3-1 Configure Management Connector Page

3-2 Configure Management Connector Ticket Templates Page

4-1 Advanced Notification Methods Table

4-2 Siebel Service Request

4-3 Alert as Displayed in Enterprise Manager

4-4 Metric Details Page

4-5 Create Ticket Page

List of Tables

2-1 emctl Parameters

2-2 emctl Parameters

5-1 Service Request Payload and Enterprise Manager Event Mapping

Oracle® Enterprise Manager

Installation and Configuration Guide for Siebel Connector

10g Release 4 (10.2.0.4)

E15075-01

May 2009

Oracle Enterprise Manager Installation and Configuration Guide for Siebel Connector, 10g Release 4 (10.2.0.4)

E15075-01

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

Primary Author:  Michael Zampiceni

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.

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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, 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 Siebel Connector integrates Siebel Help Desk 8.x with Enterprise Manager. Using this connector, you can create a Siebel HelpDesk request, update an existing service request, or close a service request based on metric alerts in Enterprise Manager. The Siebel Connector integrates Enterprise Manager with Siebel Help Desk through either an HTTP or HTTPS connection.

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).

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

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Auto Ticketing

Whenever an alert is triggered or its state changes in Enterprise Manager, the Siebel Connector can automatically open or update a service request. 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 by using 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, produces an annotation for 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 Service Requests"

Manual Ticketing

From the Enterprise Manager console, you can manually open a Siebel HelpDesk service request based on an open alert in Enterprise Manager. The Siebel Connector populates the ticket with details based on the alert and the ticket template selected.

See Also:

Section 4.2, "Manually Creating Service Requests"

Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager alerts to a ticket format before the requests are sent to Siebel HelpDesk. These templates specify how Enterprise Manager alert attributes can populate the fields of a Siebel service request.

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 the ticket.

See Also:

Chapter 5, "Reading Ticket 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 when reoccurrences of the same alert update (or re-open) an existing ticket for the alert, rather than open 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 originally created for the alert will be updated/reopened, rather than creating a new ticket.

2 Installing and Uninstalling the Connector

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

Prerequisites

Installing the Connector

Uninstalling the Connector

Registering the Connector Descriptor

Registering Ticket Templates

Navigating Between Siebel HelpDesk and Enterprise Manager

Prerequisites

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

Siebel HelpDesk 8.x is installed and configured.

Siebel HelpDesk Web services are up and running.

Installing the Connector

Perform the following steps to install the Siebel Connector:

Copy the file EMHelpdesk.jar to the Oracle Management Service (OMS). In case of multiple OMSs, you have to copy the jar file for all OMSs.

Run the following command on all OMSes:

emctl extract_jar connector EMHelpdesk.jar Siebel_Connector $ORACLE_HOME

Files are extracted from the jar file to the following directory:

$ORACLE_HOME/sysman/connector/Siebel_Connector

Ensure that the following files are extracted:

SiebelDeploy.xml — Connector Descriptor

SiebelHelpdeskTemplate.xsl — Ticket Template

CreateResponse.xsl — Ticket Response Template

EMModel.xml — Alert Schema

After you install Enterprise Manager, when you access the Enterprise Manager console as a Super Administrator, you can see the Siebel Connector in the Management Connectors. See Chapter 3, "Configuring the Connector" for instructions.

Uninstalling the Connector

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

Registering the Connector Descriptor

After you install the Siebel connector, register the connector descriptor file SiebelDeploy.xml to describe the connector metadata and the configuration properties of the connector, such as Web service end points, authentication schema, and ticket URL pattern.

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

emctl register_connector connector $ORACLE_HOME/sysman/connector/Siebel_Connector/SiebelDeploy.xml host port database_SID username password $ORACLE_HOME

Table 2-1 emctl Parameters

Parameter
Description

host

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.

username

Specify SYSMAN.

password

Password for SYSMAN.

Registering Ticket Templates

Ticket templates need to be registered before they are recognized in Enterprise Manager.

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

emctl register_ticket_template connector $ORACLE_HOME/sysman/connector/Siebel_Connector/siebelTemplates/SiebelHelpdeskTemplate.xsl host port database_SID username password connector_type_name connector_name template_name template_description

Table 2-2 emctl Parameters

Parameter
Description

host

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.

username

Specify SYSMAN.

password

Password for SYSMAN.

connectorTypeName

Connector type name you define in connectorType.xml. For example, "My Ticketing Connector". The double quotes ("") are mandatory.

connectorName

Connector name. This should be the same as the connector type name. For example, "My Ticketing Connector".

templateName

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

description

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

Navigating Between Siebel HelpDesk and Enterprise Manager

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

Navigating from Enterprise Manager to Siebel

In Enterprise Manager Grid Control, 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 Siebel HelpDesk login page.

Provide valid Siebel account details.

The service request associated with this alert is displayed.

Note:

If you do not use Siebel Web console, uncheck the Enable web console option in Section 3.2.2, "Web Console Settings" so that the ticket ID is shown in plain text. Otherwise, it displays as a link that does not work.

Navigating from Siebel HelpDesk to Enterprise Manager

From the HelpDesk Service Request page (Figure 2–1), go to Description and copy the Event Page URL.

Search the URL using a Web browser.

The Enterprise Manager Grid Control login page is displayed.

Specify the Enterprise Manager username and password.

You are forwarded to the alert related to this service request.

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 2-1 Alert Details in Siebel HelpDesk Service Request Page

3 Configuring the Connector

This chapter provides the following information for setting up and configuring the Siebel Connector and related tasks:

Configuring the Connector

Providing General Settings

Working with Ticket Templates

Re-registering Removed Connectors

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. The row for the ticketing connector should appear on this page.

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 Page

Configure the following:

Connection settings

Web Service End Points

Authentication details

Web Console settings

Grace Period

See Section 3.2, "Providing General Settings" for details.

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

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

Providing General Settings

The following sections explain how to provide various configuration details.

Connection Settings

The HelpDesk connector communicates with the Help Desk through their Web services.

Web Service End Points — End points to createTroubleTicket, updateTroubleTicket, and getTroubleTicket Web services exposed by Siebel HelpDesk.

Username — User with the privilege to create, update, and query tickets in Siebel. All service requests created through the connector are generated using this user account.

Password — Password associated with the supplied Siebel user.

Web Console Settings

Web Console settings are required if you want the connector to provide links from Enterprise Manager to the Siebel Help Desk application user interface. These links are the User Interface navigational links from Enterprise Manager to the Siebel Help Desk application user interface.

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

Enable web console — Check this box to enable launching of the Siebel Service Request page within the context from Enterprise Manager.

HelpDesk Host— Siebel HelpDesk host name. Provide the machine name and port details of the Web server that hosts the Siebel Application User Interface (and not the details of Web services or the database server).

Grace Period

You can enable and disable the grace period and configure its value. By default, the grace period is disabled. See "Grace Period" on page 1E2 for details. This setting applies to all alerts the Siebel Connector processes.

Working with Ticket Templates

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

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 a Template

To remove a template, do the following:

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

See Also:

"Customizing Ticket Templates" on page AE1.

Re-registering Removed Connectors

The Siebel Connector is automatically registered when Enterprise Manager is installed. However, you may remove this connector at some point and then want to subsequently re-register it.

To re-register a connector that has been removed:

Run the following command on all Oracle Management Servers:

emctl extract_jar connector EMHelpdesk.jar Siebel_Connector $ORACLE_HOME

Files are extracted from the jar file to the following directory:

$ORACLE_HOME/sysman/connector/Siebel_Connector

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

emctl register_connector connector $ORACLE_HOME/sysman/connector/ Siebel_Connector/SiebelDeploy.xml host port database_SID username password  $ORACLE_HOME

Run the following emctl command from the same directory:

emctl register_ticket_template connector $ORACLE_HOME/sysman/connector/Siebel_Connector/siebelTemplates/SiebelHelpdeskTemplate.xsl host port database_SID username password connector_type_name connector_name template_name template_description

Note:

For multiple Oracle Management Servers, you only need to register the connector once from any of the Oracle Management Servers.

4 Creating Siebel Service Requests

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

Automatically Creating Service Requests

Manually Creating Service Requests

Automatically Creating Service Requests

Perform the following steps to create a ticket automatically:

From Enterprise Manager Grid Control, click Preferences.

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

In the Create Notification Rule General page, specify the rule name, 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 to be updated if the CPU Utilization(%) changes to warning or clear severity, then in the notification rule select Critical, Warning, or Clear severities for the CPU Utilization(%) metric.

In the Create Notification Rule Methods page, choose the ticket template from the Advanced Notification Methods table (Figure 4–1).

Figure 4-1 Advanced Notification Methods Table

In the table, registered ticket templates appear as Java Callback type notification methods under the same name as the ticket template's file name. This ticket template opens tickets for all availability and metric alerts specified in this notification rule.

This makes the ticket templates available for use to open tickets.

See Also:

"Configuring Notifications" in Oracle Enterprise Manager Advanced Configuration Guide

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

A notification is sent to the Siebel Connector when a metric alert that matches your rule triggers.

The Siebel connector creates/updates a ticket according to the ticket template as set in the notification rule.

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 Siebel HelpDesk page, and Figure 4–3 shows the alert as it is displayed in Enterprise Manager.

Figure 4-2 Siebel Service Request

Figure 4-3 Alert as Displayed in Enterprise Manager

Manually Creating Service Requests

Perform the following steps to manually create a ticket:

After a metric alert occurs, go to the associated metric details page for the alert. To access this page, click the alert message in the Enterprise Manager Grid Control (Figure 4–4).

Click the Create/View Ticket link in the Related Links section.

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

Select a ticket template and then click Submit (Figure 4–5).

If you do not see the desired template, you can register one using the emctl command. See "Registering Ticket Templates" on page 2E2.

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 Siebel Help Desk. If there is no annotation, the ticket creation fails and error information is logged in the file emoms.log.

Note:

You cannot manually update the ticket using the Siebel Connector. You have to manually update the ticket in the Siebel Help Desk for any subsequent alert change.

Figure 4-4 Metric Details Page

Figure 4-5 Create Ticket Page

5 Reading Ticket Templates

When the Enterprise Manager connector creates an incident service request record, a data transformation occurs that maps the attributes of the Alert in Enterprise Manager with the attributes of a Service Request on the HelpDesk system. The trouble ticket template and response files specify this mapping. The logical mapping is summarized in Table 5–1. This table will help you to read the Siebel Ticket Template (SiebelHelpdeskTemplate.xsl).

Table 5-1 Service Request Payload and Enterprise Manager Event Mapping

Service Request Attributes
Enterprise Manager Event Attributes
Data Type
Default Value for Create
Default Value for Update

Id

DTYPE_ID

N/A

SR Number

DTYPE_TEXT

N/A

Status

(SR_STAT_ID)

DTYPE_TEXT

Open/Closed

Open if EM's Severity = Clear.

Closed if EM's Severity = Clear

SR Type

(SR_CAT_TYPE_CD)

DTYPE_TEXT

Internal

N/A

Service Request Type

DTYPE_TEXT

Internal

N/A

Severity

(SR_SEV_CD)

Severity

Helpdesk:

1—Critical

2—High

3—Medium

Enterprise Manager:

Critical

Warning

Down

DTYPE_TEXT

Abstract

Message. For example, CPU utilization increases from 50% to 95%.

DTYPE_TEXT

N/A

Area

(SR_AREA)

DTYPE_TEXT

IT

N/A

Description

TargetType: Type of target that this event is associated with. For example, host or database.

TargetName: Name of the target that this event is associated with. For example, DB1 or stadc40.us.oracle.com.

TargetHost: Name of the host of the target that the event/alert was generated by.

TargetAgent: Name of the server hosting the agent that monitors the generated event.

MetricColumn: Name of the metric column as it appears on Enterprise Manager Grid Control.

MetricName: Name of the metric. For example, CPU utilization or memory usage.

KeyValues: Values associated with a key value base event.

CollectionTime: Time at which the event occurred.

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

Event Page URL: URL for event details page.

DTYPE_TEXT

N/A

Siebel Ticket Template (SiebelHelpdeskTemplate.xsl)

<?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"
       xmlns:ser="http://siebel.com/Service/ServiceReqEMHelpDesk"
       xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data"
       elementFormDefault="qualified">

  <!--
  This template creates an incident type ticket with default categorization
  (Category: Default, Type:Default, Item:Default), and high priority. On update,
  the description and message fields are updated.
  -->
   <xsl:template match="ns0:EventModel">
    <xsl:choose>
      <xsl:when test="normalize-space(ns0:TicketId) = ''">
        <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
             DURING TICKET CREATION. REFER TO THE MANUAL
             FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS-->
        <ser:ServiceReqEMHelpDeskInsertAndQuery_Input xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data">
          <data:ListOfServicereqio>
            <!--Zero or more repetitions:-->
            <data:ServiceRequest operation="?">
              <data:Abstract><xsl:value-of select="ns0:Message"/></data:Abstract>
              <data:Status>Open</data:Status>
              <data:ServiceRequestType>Internal</data:ServiceRequestType>
              <xsl:choose>
                <xsl:when test="normalize-space(ns0:Severity) = 'Critical'">
                  <data:Severity>1-Critical</data:Severity>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Down'">
                  <data:Severity>2-High</data:Severity>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Warning'">
                  <data:Severity>3-Medium</data:Severity>
                </xsl:when>
                <xsl:otherwise>
                  <data:Severity>5-Question</data:Severity>
                </xsl:otherwise>
              </xsl:choose>
              <data:Area>IT</data:Area>
              <data:Description>
Ticket created by EM Siebel Connector.
Event Information:
---------------------------------------

Target Type: <xsl:value-of select="ns0:TargetType"/>
Target Name: <xsl:value-of select="ns0:TargetName"/>
Target Host: <xsl:value-of select="ns0:TargetHost"/>
Target Agent: <xsl:value-of select="ns0:TargetAgent"/>
Metric Column: <xsl:value-of select="ns0:MetricColumn"/>
Metric Name: <xsl:value-of select="ns0:MetricName"/>
                <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>
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>
Event Page URL: <xsl:value-of select="ns0:EventPageURL"/>
--------------------------------------
              </data:Description>
            </data:ServiceRequest>
          </data:ListOfServicereqio>
          <ser:LOVLanguageMode>LIC</ser:LOVLanguageMode>
          <!--Optional:-->
          <ser:ViewMode>All</ser:ViewMode>
        </ser:ServiceReqEMHelpDeskInsertAndQuery_Input>
      </xsl:when>
      <xsl:otherwise>
        <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
             DURING TICKET UPDATE. REFER TO THE MANUAL
             FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS-->
        <ser:ServiceReqEMHelpDeskQueryAndUpdate_Input xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data">
          <data:ListOfServicereqio>
            <!--Zero or more repetitions:-->
            <data:ServiceRequest operation="?">
            <data:SRNumber><xsl:value-of select="ns0:TicketId"/></data:SRNumber>
              <xsl:choose>
                <xsl:when test="normalize-space(ns0:Severity) = 'Critical'">
                  <data:Severity>1-Critical</data:Severity>
                  <data:Status>Open</data:Status>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Down'">
                  <data:Severity>2-High</data:Severity>
                  <data:Status>Open</data:Status>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Warning'">
                  <data:Severity>3-Medium</data:Severity>
                  <data:Status>Open</data:Status>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Clear'">
                  <data:Status>Closed</data:Status>
                </xsl:when>
                <xsl:otherwise>
                  <data:Severity>5-Question</data:Severity>
                  <data:Status>Open</data:Status>
                </xsl:otherwise>
              </xsl:choose>
            </data:ServiceRequest>
          </data:ListOfServicereqio>
          <ser:LOVLanguageMode>LIC</ser:LOVLanguageMode>
          <!--Optional:-->
          <ser:ViewMode>All</ser:ViewMode>
        </ser:ServiceReqEMHelpDeskQueryAndUpdate_Input>
      </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 Siebel Help Desk and Enterprise Manager.

Generating a Certificate Request File

Generate a certificate request file for the Siebel Help Desk and send it to the Certificate authority, such as VeriSign.

Note:

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

Importing the Certificate from the Certificate Authority

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

Now Java SSL can use this file for communication between Enterprise Manager and the Siebel 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 appendix provides various tips that might help you to use Siebel Connector more effectively.

Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and Siebel Help Desk.

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

Notification Failure

Notification is blocked for processing if the notification device is down due to any issues. For instance, the Siebel Help Desk server is down, the Siebel Help Desk configuration on Enterprise Manager is wrong, or the service request is removed in Siebel Help Desk.

Notification failure on one target impacts all other targets of the same target type for which the rule applies. That is, subsequent notifications are blocked until the issue is fixed or the maximum retrials fail.

Note:

The maximum retrial period is one day.

Customizing Ticket Templates

If the Siebel ticket templates do not satisfy your requirements, you can modify them. To do this, Oracle recommends that you use SiebelHelpdeskTicketTemplate.xsl as the base template. Copy this ticket template to a new file, modify, and register the new ticket template.

For example, to change the mapping or add more severity attributes based on Enterprise Manager Alert's severity, modify the following attributes:

              <xsl:choose>
                <xsl:when test="normalize-space(ns0:Severity) = 'Critical'">
                  <data:Severity>1-Critical</data:Severity>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Down'">
                  <data:Severity>2-High</data:Severity>
                </xsl:when>
                <xsl:when test="normalize-space(ns0:Severity) = 'Warning'">
                  <data:Severity>3-Medium</data:Severity>
                </xsl:when>
                <xsl:otherwise>
                  <data:Severity>5-Question</data:Severity>
                </xsl:otherwise>
              </xsl:choose>

The template is 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 desired. One notification rule can have only one ticket template.

Customizing the Connector Descriptor

You can customize the connector descriptor. You can modify the URL that navigates from Enterprise Manager to the Siebel application User Interface. This might be required, for instance, when you do a non-English deployment. The default URL to the Siebel application User Interface is for an English language deployment and therefore, for other languages, you have to modify the default URL.

To customize the connector descriptor, do the following:

Modify the connector descriptor XML file SiebelDeploy.xml.

Modify the bookmark URL.

For instance, in the following sample URL, modify eai_enu for a non-English deployment.

http://hostname/eai_enu/start.swe?SWEExtSource=WebService&SWEExtCmd=Execute

Based on the format of the URL, parameterize the information that you want to configure using the Connector Configuration page. For details, refer to the section "Defining XML and XSL Files" in the Oracle Enterprise Manager Integration Guide.

Register the new connector descriptor.

Index

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

A

adding a template

Siebel Connector, 3.3.4

Auto Ticketing

Siebel Connector, 1.1

C

configuring

Siebel Connector, 3.1

connection settings

Siebel Connector, 3.2, 3.2.1, 3.3.2

removing a template, 3.3.2

connector descriptor

customizing for Siebel, A.5

registering, 2.4

SiebelDeploy.xml file, 2.4

creating

Siebel service requests automatically, 4.1

trouble tickets manually for Siebel Connector, 4.2

customizing

Siebel connector descriptor, A.5

Siebel ticket templates, A.4

E

emctl parameters

Siebel Connector, 2.4, 3.4, 3.4

G

grace period, 1.4

Siebel Connector, 3.2.3

I

installing

Siebel Connector, 2.2

M

manual ticketing

Siebel Connector, 1.2

metric alerts, Siebel Connector and, 1

N

notification failure

Siebel Connector, A.3

notification rules

Siebel Connector and, 1.1

P

prerequisites

Siebel Connector, 1.4, 2.1

R

recommended protocol

Siebel Connector, A.1

registering

connector descriptor, 2.4

ticket templates, 2.5

removing a template

Siebel Connector

connection settings, 3.3.2

replacing a template

Siebel Connector, 3.3.3

S

service requests

creating automatically for Siebel, 4.1

Siebel Connector

adding a template, 3.3.4

Auto Ticketing, 1.1

configuring, 3.1

connection settings, 3.2, 3.2.1, 3.3.2

creating service requests automatically, 4.1

customizing connector descriptor, A.5

customizing ticket templates, A.4

emctl parameters, 2.4, 3.4, 3.4

grace period, 3.2.3

installing, 2.2

manual ticketing, 1.2

metric alerts, 1

notification failure, A.3

notification rules, 1.1

overview, 1

prerequisites, 1.4, 2.1

reading ticket templates, 5

recommended protocol, A.1

replacing a template, 3.3.3

SSL for HTTPS, 6

supported alerts, A.2

ticket templates, description, 1.3

ticket templates, reading, 5

uninstalling, 2.3

viewing template code, 3.3.1

Wallet Manager, 6.3

Web Console settings, 3.2.2

Siebel HelpDesk

8.x, 1.4

Web services, 1.4

Siebel HelpDesk Connector

web services, 2.1

SiebelDeploy.xml, 2.4

SSL for HTTPS

Siebel Connector, 6

supported alerts

Siebel Connector, A.2

T

templates

adding, 3.3.4

reading Siebel ticket templates, 5

removing, 3.3.2

replacing, 3.3.3

ticket templates

customizing for Siebel, A.4

registering, 2.5

Siebel Connector, 1.3

transformation style sheets

Siebel Connector, 1.3

trouble tickets

creating manually for Siebel Connector, 4.2

U

uninstalling Siebel Connector, 2.3

V

viewing template code

Siebel Connector, 3.3.1

W

Wallet Manager

Siebel Connector, 6.3

Web Console settings

Siebel Connector, 3.2.2

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