Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

Preface

Audience

Documentation Accessibility

Related Documents

Conventions

1 Introduction to the Connector

Versions Supported

Ticket Generation Contents

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Retry

Ticket Status Changes

Recommended Protocol

2 Creating and Configuring the Connector

Prerequisites

Installing the Definition Files

Import Steps for AR Server 7.1

Import Steps for AR Server 7.5

Displaying the New Objects

Forms Customization

Forms Customization for AR Server 7.1

Forms Customization for AR Server 7.5

Web Services Customization

Web Services Customization For AR Server 7.1

Web Services Customization For AR Server 7.5

Creating a Connector Instance

Configuring the Connector

Enabling or Disabling the Connector

Providing General Settings

Connection Settings

Web Console Settings

Grace Period

Retry

Working with Ticket Templates

Adding Ticket Templates

Viewing Template Code

Removing a Template

Editing Templates

Restoring Templates

Deleting the Connector

3 Creating Remedy Tickets

Automatically Creating a Ticket

Manually Creating a Ticket

4 Using Default Templates

Template Process

Ensuring Web Services for Default Templates

Reading Ticket Templates

Customizing Ticket Templates

Defining New Templates

5 Enabling SSL for HTTPS

Generating a Certificate Request File

Importing the Certificate from the Certificate Authority

Importing the Server Certificate on Enterprise Manager

6 Advanced Ticketing Configuration

Customizing to Support a Ticketing Inbound Operation

Steps to Set Up EM CLI

ActiveLinks Customization

ActiveLinks Customization for Remedy 7.1

ActiveLinks Customization for Remedy 7.5

Index

List of Examples

4-1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations

4-2 Creating a Template to Mark the <Company/> Element to MyCompany

4-3 Altering the Message Type

4-4 Template Format for Custom Remedy Forms

List of Figures

2-1 Management Connectors Page

2-2 Configuration Confirmation

2-3 Configure Management Connector Page

2-4 Template Tab

3-1 Add Actions Page for Events

3-2 Add Actions Page for Incidents

3-3 Incident Comments

3-4 Remedy Console Ticket

3-5 Tracking Section of Incident Manager

3-6 Create Ticket Pop-up Window

List of Tables

4-1 Ticket Creation Mappings (for all templates)

4-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

4-3 Enterprise Manager Attributes

Oracle® Enterprise Manager

Configuration Guide for BMC Remedy Service Desk 7 Connector

Release 12.1.0.2.0

E25440-06

September 2012

Oracle Enterprise Manager Configuration Guide for BMC Remedy Service Desk 7 Connector, Release 12.1.0.2.0

E25440-06

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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 Configuration guide provides the information that you require to 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 configure Management Connectors to enable integration between Enterprise Manager and other systems.

You should already be familiar with Oracle Enterprise Manager.

Documentation Accessibility

For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.

Access to Oracle Support

Oracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.

Related Documents

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

Oracle Enterprise Manager Cloud Control Basic Installation Guide

Oracle Enterprise Manager Cloud Control Advanced Installation and Configuration Guide

Oracle Enterprise Manager Cloud Control Administrator's Guide

Oracle Enterprise Manager Cloud Control Upgrade Guide

Oracle Enterprise Manager Framework, Host, and Services Metric Reference Manual

Oracle Enterprise Manager Command Line Interface

Oracle Enterprise Manager Cloud Control Extensibility Programmer's Guide

Oracle Database 2 Day DBA

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

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

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

Printed documentation is available for sale in the Oracle Store at

http://oraclestore.oracle.com/

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

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

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

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

Conventions

The following text conventions are used in this document:

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

1 Introduction to the Connector

The 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 for any incident created in Enterprise Manager.

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

Note:

Before proceeding, see the "Incident Management" chapter in the Oracle Enterprise Manager Administrator's Guide to understand the event and incident management concepts.

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

Versions Supported

Ticket Generation Contents

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Retry

Ticket Status Changes

Recommended Protocol

Versions Supported

The Remedy Service Desk Connector communicates via webservices with the IT Service Management component of Remedy Service Desk. The following versions are supported:

Remedy Service Desk 7.0.03 patch 008 with:

IT Service Management 7.0.03 with the Incident Management patch “IT Service Management Patch 008”

Action Request Server 7.1 (AR Server 7.1) Patch 002

Remedy Service Desk, which is part of IT Service Management Suite 7.5.00 with Incident Management. This also includes Action Request Server 7.5 (AR Server 7.5).

Ticket Generation Contents

The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable help desk analysts leverage Enterprise Manager's diagnostic and resolution features to resolve the incident.

In Enterprise Manger, the ticket ID, ticket status, and link to the Remedy Service Desk console is shown in the context of the incident. This provides Enterprise Manager administrators with ticket status information and an easy way to quickly access the ticket.

Auto Ticketing

Auto ticketing refers to creating or updating tickets automatically for any matching rule(s) in Enterprise Manager. You can define a set of event or incident rules for which tickets must be opened/updated for changes in underlying event or incident attributes. For example, changing event severity from Warning to Critical can update the associated ticket.

See Also:

"Incident Management" chapter in the Oracle Enterprise Manager Administrator's Guide.

After the ticket is opened, any subsequent update of the incident attributes or underlying event attributes, such as a change in underlying events severity, updates the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and you can optionally go to Remedy to close the ticket.

See Also:

Automatically Creating a Ticket

Manual Ticketing

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

See Also:

Manually Creating a Ticket

Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager incidents to a ticket format before the requests are sent to Remedy Service Desk. A ticket template specifies how an Enterprise Manager incident and its associated event attributes can be mapped to the ticket attributes of Remedy Help desk.

In Auto Ticketing, while setting up a rule, you select a configured connector and select the ticket template from the template list. The selected ticket template is used when a ticketing request is sent to the Remedy Help Desk System. For manual ticketing, you have to select a connector instance and ticket template before submitting a request for ticket creation.

The Remedy Service Desk Connector includes some out-of-box default ticket templates. You can customize default templates according to your functional needs. Oracle recommends that you back up these factory-built templates before customizing them.

See Also:

Chapter 4, "Using Default Templates"

Grace Period

The grace period enables you to prevent creating a large number of tickets for frequently created incidents due to reoccurrence of the same event.

For example, an event is raised and causes an incident to be created in Enterprise Manager. The rule defined to create the ticket enforces the ticket to be created on the Remedy Help Desk system. If the grace period is one hour and the event is cleared at 10:00 a.m., this clears the incident and ticket. If the same event reoccurs before 11:00 a.m. and enforces creation of another incident, the grace period functionality stops creation of a new ticket for this, and reopens the same ticket instead.

Note:

In Remedy, after a ticket is set to a Closed status, it cannot be reopened. Consequently, an incident that re-triggers within the grace period cannot reopen the ticket but only annotate it.

If you want to reopen a ticket for incident occurrences that fall within the grace period, set the ticket status to Resolved instead of Closed when the incident clears. This enables the Remedy Service Desk Connector to reopen the ticket if the same incident reoccurs within the grace period.

Retry

The “Retry” section, available on the connector configuration page, enables you to specify whether a failed ticketing request needs to be retried within a configurable expiration time.

Enabling the Retry option gives you the option of specifying whether you want to resend a ticketing request if the request fails the first time, and specifying the time period after which you want to abandon the retry. Enterprise Manager retries every 5 minutes until the request is successful or the retry interval expires.

Ticket Status Changes

Any changes to the ticket status on Remedy Help Desk can be propagated back to Enterprise Manager through an EM CLI call. The ticket status update operation requires configuration changes in Remedy Help Desk.

For more information, see Chapter 6, "Advanced Ticketing Configuration."

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.

2 Creating and Configuring the Connector

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

Prerequisites

Creating a Connector Instance

Configuring the Connector

Enabling or Disabling the Connector

Providing General Settings

Working with Ticket Templates

Deleting the Connector

Prerequisites

The Remedy Service Desk Connector communicates through webservices with the IT Service Management component of Remedy Service Desk. Before using Remedy Service Desk Connector, ensure that you meet the following prerequisites:

One of the following:

Remedy Service Desk 7.0.03 patch 008 with:

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

Action Request Server 7.1 (AR Server 7.1) Patch 002.

Remedy Service Desk, which is part of IT Service Management Suite 7.5.00 with Incident Management, is installed and configured. This also includes Action Request Server 7.5 (AR Server 7.5).

Remedy Service Desk web services are up and running.

Remedy User exists with all necessary permissions and personnel information.

Installing the Definition Files

The Remedy Action Request Server (ARS) customizations for Enterprise Manager 12c definition files can be extracted from the following .jar file:

<$OMS_HOME>/sysman/connector/remedy7connector.jar

OMS_HOME is the file system location where the OMS is deployed.

These customization files assume a fresh installation of Remedy ARS. When integrating with a production instance of Remedy, exercise care that these customizations are compatible with any previous customizations that have been made to the Remedy instance.

The definition files to import are:

HPD_IncidentInterface_CustomWS.def

HelpDesk_Query_Service_getIncident.def

Install both definition files (.def) files in the running Remedy environment by completing the steps in the following sections for AR Server 7.1 and AR Server 7.5:

Import Steps for AR Server 7.1

Import Steps for AR Server 7.5

Import Steps for AR Server 7.1

Log in to the Remedy Administrator tool.

Select the Remedy instance from the hierarchy on the left.

Click the Tools menu, select Import Definitions, then From Definition File...

Select the definition file to import from the list above.

Check the box labeled Replace Objects on the Destination Server.

Choose the drop-down option Replace With New Type.

Click Import.

You should not encounter any errors during this process. At the end of the import, an Import Complete message should appear.

When done, repeat the procedure for the rest of the customization files.

Import Steps for AR Server 7.5

Note:

Back up the HPD_IncidentInterface_WS Web Service before importing HPD_IncidentInterface_CustomWS.def.

Log in to the BMC Remedy Developer Studio, then open a workspace.

Select the Remedy instance from the left pane.

From the File menu, select Import.

Select Object Definition in the Import window, then click Next.

Select the AR System Server Instance, then click Next.

Click Browse and select the definition file (for example, HPD_IncidentInterface_CustomWS.def), then click Next.

Click Finish in the Import Objects window.

You should not encounter any errors during this process. At the end of the import, an Import Complete message should appear.

Displaying the New Objects

After importing, the new objects are shown under the Remedy instance. You can access them as follows:

Select the Remedy Instance from the left pane of the Developer studio.

Select All Objects, then Web Services.

You should be able to see a new Web service called HPD_IncidentInterface_get_WS.

Select All Objects, then Web Services, then HPD_IncidentInterface_WS.

Click WSDL Ports, then Ports, then WSDL Operations.

You should see 'HelpDesk_Modify_status_service' and 'HelpDesk_Modify_Service' under WSDL Operations.

HelpDesk_Modify_status_service and HelpDesk_Modify_Service WSDL Operations should appear under HPD_IncidentInterface_WS.

Forms Customization

Customizing the HPD:IncidentInterface_Create, HPD:IncidentInterface, and HPD:HelpDesk forms are needed to add the ConnectorGUID field on these forms. The purpose of this field is to track a ticket/incident created by Oracle Enterprise Manager 12c.

Forms Customization for AR Server 7.1

Log in to the Remedy Administrator tool.

Select Forms.

Open the HPD:HelpDesk form.

Create a Character field and place the field as required.

Note:

In the HPD:HelpDesk form, you can place the new field next to Create Request radio button.

Open the Field Properties dialog box for the character field that you create.

Click the Display tab. Enter ConnectorGUID on the Label Field.

Click the Database Tab. In the ID field enter 500000021. In Name Field, enter ConnectorGUID.

Click the Permissions tab and then assign Public Permission.

Note:

You can also enable the Allow Any User to Submit check box.

Close the Field Properties page.

Save the form.

Repeat steps 3 to 10 for the HPD:IncidentInterface_Create and HPD:IncidentInterface forms in order to add the ConnectorGUID field for all forms.

Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values from the HPD:IncidentInerface_Create form to the HPD:HelpDesk form:

Log in to the BMC Remedy Administrator.

Click Filters.

Open the HPD:HII:CreateIncident_100`! filter.

Click the If-Action(1) tab.

In the Fields region:

From the Name menu, select ConnectorGUID.

From the Value menu, select ConnectorGUID.

Save the filter and close.

Forms Customization for AR Server 7.5

Log in to the BMC Remedy Developer Studio, then open a workspace.

Select the Remedy instance from the pane that appears in the left side of the window.

Select All Objects, then Forms.

Open the HPD:HelpDesk form.

Right-click and create a New Character field.

In the Field Properties window under Display property, provide ConnectorGUID as the Label.

Click the Permissions tab, then assign Public Permission.

Note:

You can also enable the Allow Any User to Submit check box.

Save the form.

Repeat steps 4 through 8 for HPD:IncidentInterface_Create to add the ConnectorGUID field.

Add a new field in the HPD:IncidentInterface form as follows:

Open the HPD:IncidentInterface form.

Do not create a new field. Instead, right-click on the form.

Select Add Fields from HPD:HelpDesk.

Select ConnectorGUID from the list.

Save the form.

Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values from the HPD:IncidentInerface_Create form to the HPD:HelpDesk form:

Log in to the BMC Remedy Developer Studio, then open a workspace.

Select the Remedy instance from the left pane.

Select All Objects, then Filters.

Click the If-Action(1) tab.

In the Fields region:

From the Name menu, select ConnectorGUID.

From the Value menu, select ConnectorGUID.

Save the filter and close.

Web Services Customization

The following sections explain how to include the ConnectorGUID field in the Web services. This section assumes that the *.def files are imported/installed as mentioned in previous sections.

Web Services Customization For AR Server 7.1

Log in to the Remedy Administrator tool.

Select Webservices, then select HPD_IncidentInterface_Create_WS. Right-click and select Open.

Select Input Mapping.

Add a new element (right-click on the ROOT element). A new element will be added at the end.

Rename the element as ConnectorGUID.

Map ConnectorGUID with ConnectorGUID from the left window.

Click OK to save.

Select the WSDL tab and perform the following steps:

In the input on top, modify the midtier_server and servername values in the WSDL Handler URL.

If mid-tier is on localhost, you can enter localhost right after http://.

If the mid-tier uses port 80, you can omit the port. Otherwise, include the port number after the server name.

For the server name after public/, enter the name of the Remedy server.

Click the View button.

If you see the XML content after clicking View, then close this window and save the changes.

Note:

You should see XML representing the web service WSDL file for the web service.

If you see an error, check the midtier_server name, port, or servername. Also, you can try adding/removing the domain part of the servername.

Open the HPD_IncidentInterface_WS web service.

Select HelpDesk_Modify_Service from Operations List.

Select the Input Mapping... item. (XML Data Type windows are mapped with HPD:IncidentInterface.)

Map Incident_Number (on the right window) to "Incident Number" (On left window). Select both XML elements and click Map.

Add a new element (right-click on the ROOT element). A new element will be added at the end.

Rename the element as ConnectorGUID.

Map ConnectorGUID with ConnectorGUID from the left window.

Click OK to save.

Select HelpDesk_Modify_Status_service from Operations List. Repeat steps 11 through 16.

Select the WSDL tab and perform the following steps:

In the input on top, modify the midtier_server and servername values in the WSDL Handler URL.

If mid-tier is on localhost, you can enter localhost right after http://.

If the mid-tier uses port 80, you can omit the port. Otherwise, include the port number after the server name.

For the server name after public/, enter the name of the Remedy server.

Click the View button.

If you see the XML content after clicking View, close this window and save the changes.

Note:

You should see XML representing the web service WSDL file for the web service.

If you see an error, check the midtier_server name, port, or servername. Also, you can try adding/removing the domain part of the servername.

Web Services Customization For AR Server 7.5

Log in to the BMC Remedy Developer Studio, then open a workspace.

Select the Remedy instance from the left pane.

Select All Objects, then Web Services, then HPD_IncidentInterface_Create_WS.

Select WSDL Ports, then Port, then WSDL Operations, then Create Operation.

In the Input Mapping section, select and right-click ROOT under the XML Data Type column.

From the New menu, select Element, then Field.

A New Field Element is added as the last element, which appears under the XML Data Type column.

Click the element and rename it as ConnectorGUID.

Click on the Form/Field column.

The Field Selector window appears.

Select ConnectorGUID from the list of available fields.

Click OK to save.

Click the WSDL Publishing Location tab and perform the following steps:

In the input area at the top of the window, modify the midtier_server and servername values in the WSDL Handler URL.

If mid-tier is on localhost, you can enter localhost directly after http://.

If the mid-tier uses port 80, you can omit the port. Otherwise, include the port number after the server name.

For the server name after public/, enter the name of the Remedy server.

Click View.

If you see the XML content after clicking View, close this window and save the changes.

You should now see XML representing the web service WSDL file for the Web service. If you see any error or no XML content, check the midtier_server name, port, or server name. You can also try adding/removing the domain portion of the server name.

Adding ConnectorGUID on the HPD_IncidentInterface_WS Web Service

Open the HPD_IncidentInterface_WS Web service.

Select HelpDesk_Modify_Service from the WSDL Operations list.

In the Input Mapping section, select the Incident_Number field under ROOT.

Click on the Form/Field column.

The Field Selector window appears.

Select Incident_Number from the list of available fields.

Click OK to save.

In the Input Mapping section, select and right-click ROOT under the XML Data Type column. A new element is added at the end.

From the New menu, select Element, then Field.

A New Field Element is added as the last element, which appears under the XML Data Type column.

Click the element and rename it as ConnectorGUID.

Click on the Form/Field column.

The Field Selector window appears.

Select ConnectorGUID from the list of available fields.

Click OK to save.

Select HelpDesk_Modify_Status_Service from WSDL Operations.

Repeat steps 3 through 12 to map the Incident_Number and ConnectorGUID fields on HelpDesk_Modify_Status_Service.

Click the WSDL Publishing Location tab and perform the following steps:

In the input area at the top of the window, modify the midtier_server and servername values in the WSDL Handler URL.

If mid-tier is on localhost, you can enter localhost directly after http://.

If the mid-tier uses port 80, you can omit the port. Otherwise, include the port number after the server name.

For the server name after public/, enter the name of the Remedy server.

Click View.

If you see the XML content after clicking View, close this window and save the changes.

Creating a Connector Instance

The Remedy Service Desk Connector 12.1.0.2 connector type is deployed out-of-box with Enterprise Manager. To use this connector, you need to create one or more instances of this connector type. A connector instance refers to the configured instance of the connector with specific details, such as connector name, web-service end-points, username/password, and so forth of the Remedy Help Desk system. Multiple connector instances for the same connector type are supported, which provides the flexibility to configure multiple Remedy Help Desk systems with Enterprise Manager.

For example, you could have a production database and test database that Enterprise Manager monitors, and you can create two different connector instances and configure these with two different help desk systems to create tickets.

To create a connector instance:

From the Enterprise Manager console, click Setup.

Select Extensibility in the pane.

Select Management Connectors in the left pane.

Select a connector type from the Create Connector drop-down list and click the Go button.

Enter the connector name and description on the next screen and click the OK button.

The connector instance appears as unconfigured on the Management Connectors page, shown in Figure 2-1.

Figure 2-1 Management Connectors Page

Configuring the Connector

Perform the following steps for basic configuration:

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

Click Extensibility, then Management Connectors.

The Management Connectors page appears that list all created connector instances.

Note:

The status column with a green tick mark indicates that the connector is already configured.

Click the Configure button for the Remedy Service Desk Connector. The General tab of the Configure Management Connector page appears.

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 Status column, as shown in Figure 2-2.

Optional: Register any customized templates using the emctl command from the ORACLE_HOME/bin directory, where ORACLE_HOME is the Oracle home directory of OMS.

You can view all ticket templates by clicking the Ticket Templates tab.

If you choose HTTPS as the protocol to establish a connection between Remedy and Enterprise Manager, see Chapter 5, "Enabling SSL for HTTPS".

Figure 2-2 Configuration Confirmation

Enabling or Disabling the Connector

You can enable or disable a connector instance without needing to reconfigure or remove the connector from the system.

You can enable or disable a connector from the Management Connector page by selecting the connector and clicking either the Enable or Disable button. After a connector is disabled, you will see a red cross icon under the Status column. By default, the connector instance is enabled as soon as it is configured.

Note:

Only enabled connectors are available for ticketing operations.

Providing General Settings

The following sections explain how to provide various configuration details for the General tab of the Configure Management Connector page, shown in Figure 2-3.

Figure 2-3 Configure Management Connector Page

Connection Settings

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

Web Service End Points — End points to createTicket, updateTicket, and getTicket web services exposed by Remedy Service Desk.

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

Remedy Password (optional) — Password associated with the supplied Remedy user.

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

Locale (optional) — Language of the Remedy system.

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

Ticket Number (required) — Enter a valid ticket number to test the configuration.

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 the mandatory field is missing, you will see the following message:

"Missing mandatory field(s) - <actual field name>."

For example, if web service points are missing, you will see the following message:

"Missing mandatory field(s) - Web Service End Points"

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 incident.

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 Grace Period for details. This setting applies to all incidents the Remedy Service Desk Connector processes. The grace period interval accepts the number of hours as any integer value. For example, - 1 or 2.

Retry

You can enable and disable the Retry option and configure its interval value. By default, the Retry is disabled. See Retry for details. This setting applies to all incidents in the Remedy Service Desk Connector processes. The retry period interval accepts the number of hours as any integer value. For example, - 1 or 2.

Working with Ticket Templates

When a connector instance is created in Enterprise Manager, all associated templates are available for ticket create/update operations. There are three default Remedy templates:

Remedy_DefaultCategory_AutoResolve.xsl

Remedy_DefaultCategory_AutoClose.xsl

Remedy_DefaultCategory.xsl

Tip:

See Template Process for detailed information about these templates.

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

Adding Ticket Templates

You need to add ticket templates before they are recognized in Enterprise Manager.

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

$ORACLE_HOME/bin/emctl register_template connector
[-t <template.xml>]
[-repos_pwd <repos password>]
[-cname <connectorName>]
[-iname <internalName>]
[-tname <templateName>]
[-ttype <templateType>]
[-d <description>]

Where:

-t           Template(full path)
-repos_pwd   Enterprise Manager Root (SYSMAN) Password
-cname       Connector Name
-iname       Template Internal Name
-tname       Template Name Displayed
-ttype       Template Type
             <templateType> 1 - inbound transformation
             <templateType> 2 - outbound transformation
             <templateType> 3 - XML outbound transformation
-d           Description

For example: This command adds a new outbound template (newTemplate.xsl) for a connector instance with the name Remedy Connector Instance:

emctl register_template connector
-t <template.xml>
-repos_pwd <repos password>
-cname "Remedy Connector Instance"
-iname "newTemplate"
-tname "newTemplateOutbound"
-ttype 2
-d "Demo template"

Viewing Template Code

Select the connector instance and go to the connector configuration page.

Select the Template tab, as shown in Figure 2-4.

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.

Figure 2-4 Template Tab

Removing a Template

Select the connector instance and go to the connector configuration page.

Select the template tab.

Select the template and click the Remove button.

Click OK for the deletion to take effect.

Important:

If the template you delete has an incident rule associated with it, ticketing will not function for this particular incident rule after the deletion.

Editing Templates

Note:

The Edit Template feature is available in Oracle Enterprise Manager Release 12.1.0.2 and later.

Release 12.1.0.2 and Later

To edit an existing ticket template for Release 12.1.0.2 and later, do the following:

Select the connector instance and go to the Configure Management Connector page.

Select the Template tab.

Select the template and click Edit.

Edit the Description and Template Contents fields as needed, then click Save.

The ticket template is automatically registered. Saving the registered template updates it in the repository.

Releases Prior to 12.1.0.2

To edit an existing ticket template for versions prior to Release 12.1.0.2, replace the template as a substitute for direct editing:

Click Delete to remove the ticket template.

Re-register the separately edited template using the emctl register_template command described in Adding Ticket Templates.

For instance, for a template named template1.txt that you have just edited outside of Enterprise Manager, to use this newer version of the file, you would delete template1.txt as instructed above, then re-register the edited template1.txt file.

Restoring Templates

After you edit or customize a template, you can restore it to its previous default contents if needed by performing the following steps.

Note:

The Restore feature is available in Oracle Enterprise Manager Release 12.1.0.2 and later.

You can restore out-of-box templates that you have may edited or customized to their default values. You cannot restore new templates that you have created (using the emctl register_template command).

Select the connector instance and go to the Configure Management Connector page.

Select the Template tab.

Select the template and click Restore.

Click Yes in the confirmation page that appears in order to restore.

Deleting the Connector

You can delete a connector from the Management Connector page by selecting the connector and clicking the Delete button. After a connector is deleted, all associated incident rules are no longer configured for ticketing operations.

Additionally, if the connector deleted is the only connector instance of that connector type, the corresponding connector type is also deleted.

Note:

The above rule is not applicable to the out-of-box connector type.

3 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

Note:

At least one ticketing connector must be configured and enabled in order to create a ticket using either method.

Automatically Creating a Ticket

To automatically create a ticket in Remedy Help Desk, you need to create a rule that specifies the event or incident condition on which the ticket should be created. In this rule, you also specify the ticket template to be used with the Remedy Help Desk connector.

To create a rule to automatically create a ticket in Remedy Help Desk:

From the Enterprise Manager console, click Setup, then Incidents and Incident Rules.

Click Create Rule Set. On the Create Rule Set page, enter a name and description.

Click the Rules tab.

As you proceed below, the wizard interface explains various rules and their usage. For detailed information, refer to the "Incident Management" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide.

For events —

This is the typical option to choose to create a ticket for an event, such as a target down availability event.

Click Create and select Incoming events or updates to events as a type of rule to create from the pop-up window. Follow the steps below to create a rule.

For incidents —

Click Create and select Newly created incidents or updates to incidents as a type of rule to create from the pop-up window. Follow the steps below to create a rule.

While configuring the above rule under the Add Actions page:

For events —

Select the Create Incident check box. This makes the Create Ticket option visible. Then, select the Create Ticket checkbox. It will display the combo box to select Connector Type, name, and template.

For incidents —

You can use this option to create tickets based on incident attributes, such as priority 1 incidents or incidents based on fatal or critical severity.

Select the Create Ticket check box. It will display the combo box to select Connector Type, name, and template.

Figure 3-1 shows the Add Actions page for events, and Figure 3-2 shows the Add Actions page for incidents.

Figure 3-1 Add Actions Page for Events

Figure 3-2 Add Actions Page for Incidents

After selecting an appropriate connector and template, click Save.

The following process occurs after you create the event or incident rule:

A request is sent to the Remedy Service Desk Connector when a incident is created due to an event that matches your rule.

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

In Enterprise Manager, the incident is annotated with a comment on the Updates tab to indicate that a ticket was created or updated, as shown in Figure 3-3. Additionally, the incident is updated with the ticket ID, ticket status, and ticket URL under the Incident Tracking section.

A ticket is updated if there is an existing active ticket for an incident. Figure 3-4 shows the ticket in the Remedy console.

To configure Remedy to return the ticket status to Enterprise Manager, see Chapter 6, "Advanced Ticketing Configuration."

Figure 3-3 Incident Comments

Figure 3-4 Remedy Console Ticket

Manually Creating a Ticket

Perform the following steps to manually create a ticket:

From the Enterprise menu of the Enterprise Manager console, select Monitoring, then Incident Manager.

The Incident Manager page appears, showing all open incidents.

Select any incident from the list in the table.

In the Tracking section, click More, then Create Ticket, as shown in Figure 3-5.

Figure 3-5 Tracking Section of Incident Manager

In the Create Ticket pop-up window, select a ticket template from the Template Name drop-down menu as shown in Figure 3-6, then click OK.

If you do not see the desired template, you can add one using the emctl command. See Adding Ticket Templates.

Figure 3-6 Create Ticket Pop-up Window

If creating ticket is successful, the ticket ID appears in the tracking section for the incident. 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 incident severity change.

4 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 an Enterprise Manager incident and underlying event attributes and Remedy ticket attributes.

Template Process

Ensuring Web Services for Default Templates

Reading Ticket Templates

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 incident:

Write incident information to Description (Remedy ticket description).

Set the Remedy ticket summary based on the incident message. During updating, the ticket summary field is updated to include the latest incident 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.

If you want tickets to be reopened, then select Remedy_DefaultCategory_AutoResolve.xsl.

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.

Ensuring Web Services 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

Reading Ticket Templates

Table 4–1 and Table 4–2 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 4–1 shows Remedy ticket attributes and corresponding Enterprise Manager incident values for ticket creation mappings.

Note:

Remedy Ticket Attributes for which no values are needed are not mentioned in the table.

Table 4-1 Ticket Creation Mappings (for all templates)

Remedy Ticket Attributes
Enterprise Manager incident Attributes
Value

First_Name

HDUser

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

Impact

SeverityCode — Applies to incident severity

For incidents:

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

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

Otherwise, set Impact to 3-Moderate/Limited.

Last_Name

HDUser

User name provided in the "Remedy Username" field during the configuration. It is assumed the same user exists in Remedy people form. Example: First_Name=admin, Last_Name=admin and the same user “admin admin” exists in Remedy server.

Reported_Source

"Systems Management" *

Service_Type

"Infrastructure Event" *

Status

New *

Action

CREATE *

Create_Request

Blank

Summary

Summary - Example: Memory Utilization is 59.024%, crossed warning (0.01)

Notes

For incidents:

EMUser — Incident or event 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.

Other Incident information includes:

Source Name

Source Owner - Example: Sysman

Source Type

Source SubType

TargetName

TargetType

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

Severity

Priority

Creation Date - Incident Creation Date

LastUpdatedDate

Owner - Incident Owner

URL - Incident URL

IncidentRuleName

Values from the EM Incident context.

Urgency

Based on SeverityCode

For metric incidents:

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

If severity is Warning, set Urgency to 2-High

Otherwise, set Urgency to 3-Medium.

Work_Info_Summary

Summary. Example: Memory Utilization is 59.024%, crossed warning (0.01)

Work_Info_Notes

Severity — Example: Incident created by Oracle Enterprise Manager Remedy Service Desk Connector for Critical severity

Work_Info_Type

"Incident Task/Action" *

Work_Info_Source

"System Assignment" *

Work_Info_View_Access

"Public" *

ConnectorGUID

ConnectorGUID

Table 4–2 shows Remedy ticket attributes and corresponding Enterprise Manager incident attributes and values for Remedy_DefaultCategory_AutoResolve.xsl mappings.

Table 4-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

Remedy Ticket Attributes
Enterprise Manager incident Attributes
Value

Company

"My Company" *

Summary

Summary - Example: Memory Utilization is 59.024%, crossed warning (0.01)

Notes

For incidents:

EMUser — Incident 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.

Other Incident information includes:

Source Name

Source Owner - Example: Sysman

Source Type

Source SubType

TargetName

TargetType

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

Severity

Priority

Creation Date - Incident Creation date

LastUpdatedDate

Owner - Incident Owner

CollectionTime

URL - Incident URL

IncidentRuleName

Values from the EM Incident context.

Impact

SeverityCode — Applies to incidents severity

For metric incidents:

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

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

Otherwise, set Impact to 3-Moderate/Limited.

Incident_Number

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

Reported_Source

"Systems Management" *

Resolution

Severity, Summary

If the severity is Clear, add the Resolution with Summary.

Service_Type

"Infrastructure Event" *

Status

Based on Severity

If severity is Clear, set the ticket to the status Resolved. Otherwise set ticket to status Assigned.

Status_Reason

Based on Severity

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

Urgency

Based on SeverityCode

For metric incidents:

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

If severity is Warning, set Urgency to 2-High

Otherwise, set Urgency to 3-Medium.

Action

MODIFY*

Work_Info_Type

"Incident Task/Action" *

Work_Info_Source

"System Assignment" *

Work_Info_Notes

Based on Severity – inforamtion text is added

Work_Info_Locked

"No" *

Work_Info_View_Access

"Public" *

Work_Info_Summary

Summary

ConnectorGUID

ConnectorGUID

Use the mapping table (Table 4–1) as a reference to read the XSLT file in Example 4–1.

Example 4-1 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" targetNamespace="http://xmlns.oracle.com/sysman/connector" 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
 incident message and severity information. The ticket is set to status Resolved
 if the associated alert has cleared. Ticket can be reopend if a severity
 occured with in the grace period. If the ticket is not reopened for 15 days,
 ticket will be closed by incident management.

  -->
- <xsl:template match="ns0:EMIncident">
- <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 />
- <!-- FIRST_NAME,LAST_NAME VALUES ARE PICKED FROM THE USERNAME VALUE GIVEN DURING REMEDY SERVICE DESK CONNECTOR CONFIGURATION. EXAMPLE USERNAME:Demo.
  -->
- <urn:First_Name>
  <xsl:value-of select="ns0:HDUser" />
  </urn:First_Name>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact>
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
- <xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </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="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
  </urn:Summary>
- <urn:Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector. ----------------------------------------------------------------------------- EM User:
  <xsl:value-of select="ns0:NotificationRuleOwner" />
  Incident Information: Source Name:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjName" />
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner) != ''">
  Source Owner:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner" />
  </xsl:when>
  </xsl:choose>
  Source Type:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjType" />
  Source SubType:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjSubType" />
  Target Name:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetName" />
  Target Type:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetType" />
  Target Type Label:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetTypeLabel" />
  Target URL:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetURL" />
- <!--  LIST ALL THE TARGET PROPERTIES
  -->
  Target Properties:
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ ns0:TargetProperty">
  <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:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
                            ns0:TargetProperty/ns0:Name='Line of Business'">
            Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
                                ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
                                /ns0:value"/>
            </xsl:when>
        </xsl:choose>

  -->
  Severity:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  Priority:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Priority" />
  CreationDate:
  <xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" />
  LastUpdatedDate:
  <xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" />
  Owner:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Owner" />
- <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:SystemAttributes/ns0:IncidentURL" />
  </urn:Notes>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or (ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Urgency>1-Critical</urn:Urgency>
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
- <xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </xsl:choose>
- <urn:Work_Info_Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
  </urn:Work_Info_Summary>
- <urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector for
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  severity.
  </urn:Work_Info_Notes>
  <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:ConnectorGUID>
  <xsl:value-of select="ns0:ConnectorGUID" />
  </urn:ConnectorGUID>
  </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 />
- <!-- EDIT THE Company TAG BELOW TO ADD A Company NAME THAT IS ASSOCIATED WITH FIRST_NAME,LAST_NAME TAGS ON THE REMEDY
  -->
  <urn:Company>My Company</urn:Company>
- <urn:Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
  </urn:Summary>
- <urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector. --------------------------------------------------------------------------- EM User:
  <xsl:value-of select="ns0:NotificationRuleOwner" />
  Incident Information: Source Name:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjName" />
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner) != ''">
  Source Owner:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner" />
  </xsl:when>
  </xsl:choose>
  Source Type:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjType" />
  Source SubType:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjSubType" />
  Target Name:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetName" />
  Target Type:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetType" />
  Target Type Label:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetTypeLabel" />
  Target URL:
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetURL" />
- <!--  LIST ALL THE TARGET PROPERTIES
  -->
  Target Properties:
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ ns0:TargetProperty">
  <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:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
                            ns0:TargetProperty/ns0:Name='Line of Business'">
            Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
                                ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
                                /ns0:value"/>
            </xsl:when>
        </xsl:choose>

  -->
  Severity:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  Priority:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Priority" />
  CreationDate:
  <xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" />
  LastUpdatedDate:
  <xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" />
  Owner:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Owner" />
- <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:SystemAttributes/ns0:IncidentURL" />
  </urn:Notes>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact>
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Impact>2-Significant/Large</urn:Impact>
  </xsl:when>
- <xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact>
  </xsl:otherwise>
  </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:SystemAttributes/ns0:SeverityCode = '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:SystemAttributes/ns0:Severity" />
  Message:
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
  </urn:Resolution>
  </xsl:when>
- <xsl:otherwise>
  <urn:Resolution />
  </xsl:otherwise>
  </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:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
  <urn:Status>Resolved</urn:Status>
  </xsl:when>
- <xsl:otherwise>
  <urn:Status>Assigned</urn:Status>
  </xsl:otherwise>
  </xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason>
  </xsl:when>
- <xsl:otherwise>
  <urn:Status_Reason />
  </xsl:otherwise>
  </xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or (ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Urgency>1-Critical</urn:Urgency>
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
  <urn:Urgency>2-High</urn:Urgency>
  </xsl:when>
- <xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency>
  </xsl:otherwise>
  </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:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
- <urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in associated Incident:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  severity.
  </urn:Work_Info_Notes>
  </xsl:when>
- <xsl:when test="ns0:ReopenTicket = 'Yes'">
- <urn:Work_Info_Notes>
  Incident reopened because the associated alert re-triggered within the grace period:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  severity.
  </urn:Work_Info_Notes>
  </xsl:when>
- <xsl:otherwise>
- <urn:Work_Info_Notes>
  Incident updated due to change in associated Incident:
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" />
  severity.
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </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="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" />
  </urn:Work_Info_Summary>
- <urn:ConnectorGUID>
  <xsl:value-of select="ns0:ConnectorGUID" />
  </urn:ConnectorGUID>
  </urn:HelpDesk_Modify_Status_Service>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:template>
  </xsl:transform>

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 concept:

Example 4-2 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 4-3 Altering the Message Type

If you only want the incident message to appear as a 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 incident or event rules as a filter to associate proper ticket templates with incidents. You can have as many tickets templates as desired. One incident or event 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 4–3 provides the Enterprise Manager fields that you can map when using the default Remedy Service Desk Web services:

Table 4-3 Enterprise Manager Attributes

Data Fields
Description

EMUser

For auto-ticketing, this is the incident 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 incident (available after ticket creation).

ConnectorID

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

TargetType

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

TargetName

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

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.

Summary

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

Severity

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

CollectionTime

Timestamp of an incident occurrence.

IncidentURL

URL to the incident details page of the incident.

NotificationRuleName

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

TargetTimezone

Timezone of the target associated with the incident.

ReopenTicket

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

Format for Creating Ticket Templates

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

Example 4-4 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"
               targetNamespace="http://xmlns.oracle.com/sysman/connector"
               elementFormDefault="qualified">

<!--This template creates an incident type ticket with default categorization.
    The ticket priority is based on event severity. On update,the ticket summary
    is updated with the latest incident message and severity information.   -->

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

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

</xsl:when>
<xsl:otherwise>

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

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

5 Enabling SSL for HTTPS

Follow the steps provided in this section if you choose HTTPS as the protocol to establish a connection between the external ticketing system and Enterprise Manager.

Generating a Certificate Request File

Generate a certificate request file for the external ticketing system and send it to the Certificate authority, such as VeriSign.

Note:

The certificate request file is dependent on the Web server used by the external ticketing system.

Importing the Certificate from the Certificate Authority

After you get the certificate, import it to the Web server the external ticketing system uses. The import mechanism varies depending on the Web server the external ticketing system uses.

Note:

Make sure https://<webserver>:port is enabled and working on the external ticketing system.

Importing the Server Certificate on Enterprise Manager

Import the Server certificate (the certificate you got from Certificate Authority) using the following steps:

Append the external Certificate Authority's certificate to:

$INSTANCE_HOME/sysman/config/b64LocalCertificate.txt

Ensure that only the following is appended to the b64LocalCertificate.txt file (that is, do not include blank lines or comments or any other special characters):

-----BEGIN CERTIFICATE-----
<<<Certificate in Base64 format>>>
-----END CERTIFICATE-----

Restart the OMS. Run the following commands:

emctl stop oms
emctl start oms

Note:

Do not run the emctl secure oms/agent command after adding the external certificate to the b64LocalCertificate.txt file. If you run the emctl secure command later, then repeat the steps 1 through 3 to make sure the external certificate exists on the b64certificate.txt file.

6 Advanced Ticketing Configuration

Customizing to Support a Ticketing Inbound Operation

Ticketing Inbound is a new feature added in Enterprise Manager 12c. This feature enables you to update the ticket status in Enterprise Manager for any ticket status change on the Remedy Help Desk system.

When a ticket/incident, which is created by Enterprise Manager, is updated manually in the Remedy Service Desk Incident Management console, the same ticket status is updated on Enterprise Manager through EM CLI by using Remedy Active Links.

Steps to Set Up EM CLI

Install the Enterprise Manager EMCLI_Client on the same host that Remedy is installed on. This will need to be able to communicate to your OMS.

Log in to the Enterprise Manager console.

Select Setup, then select Command Line Interface.

Click the Download the EM CLI kit to your workstation link and download the .jar file in the Remedy server.

Follow the steps given in the page to install the EM CLI client on the Remedy server.

Note:

EM CLI should be installed on the Remedy server in order to communicate to your OMS.

ActiveLinks Customization

Invoking EM CLI is done by triggering Remedy Active links. Perform the following steps in the following sections to customize ActiveLinks to call EM CLI.

ActiveLinks Customization for Remedy 7.1

Log in to the Remedy administrator tool.

Select ActiveLinks on the server window.

Right-click and select New ActiveLink.

Provide the following input on the Basic tag:

ActiveLink name on the Name Field. (Example. Update_ticket_status_OEM).

Select Enable, Execution Order:250.

Select Form Name:

HPD:HelpDesk,HPD:IncidentInterface,HPD:IncidentInterface_Create

Select Execute On:

Submit,After Submit,After Modify,Menu/Row/Level Choice

Select Field: Status

Add Run if:

('ConnectorGUID' !=  $NULL$ ) AND ( 'Status' <= "Closed")

Provide on - If Action tag.

Select New Action: Message.

Text:   Invoking Active link To send ticket status to EM.
Type:   Note
Number: 10000

Select New Action: Run Process. Enter the following on the command line:

"<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident Number$" -connector_guid=$ConnectorGUID$ -status="$Status$"  -last_updated_date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"

Important:

the -date_format is the date format used in the ticketing system (Remedy Help Desk).This should be the same format of Reported Date/Last Modified Date/Submit Date used in the HPD:HelpDesk or HPD:IncidentInterface forms.

To get help about EM CLI arguments, enter help followed by the verb name, as shown in the following example:

"<PATH OF EMCLI>\emcli.bat" help update_ticket_status

Provide the necessary permissions for ActiveLink. For example, select Public or Unrestricted Access.

Save the ActiveLink.

ActiveLinks Customization for Remedy 7.5

Log in to the BMC Remedy Developer Studio, then open a workspace.

Select the Remedy instance from the pane that appears in the left side of the window.Select All Objects, then Active Links.

Right-click and select New ActiveLink.

Click the Associated Forms tab, then add the HPD:Help Desk and HPD:IncidentInterface form names.

Select the Execution Options tab, then provide the following input:

For State, select Enabled.

For Execution Order, provide a valid number (example: 990).

Select Submit and Modify check boxes, and select Status for Field. Add Run if:

'ConnectorGUID' != $NULL$ ) AND ( 'Status' <= "Closed")

Provide On - If Action tag:

Select New Action: Message.

Text: Invoking Active link To send ticket status to EM.

Type: Note

Number: 10000

Select New Action: Run Process, and enter the following input on the command line:

"<PATH OF EMCLI>\emcli.bat" update_ticket_status -ticket_guid="$Incident Number$" -connector_guid=$ConnectorGUID$ -status="$Status$" -last_updated_
date="$Last Modified Date$" -date_format="MM/dd/yyyy hh:mm:ss"

Note:

The -date_format is the date format used in the ticketing system (Remedy Help Desk). This should be the same format as Reported Date/Last Modified Date/Submit Date used in the HPD:HelpDesk or HPD:IncidentInterface forms.

Save and provide the ActiveLink name on the Name field. (Example: Update_ticket_status_OEM)

Provide the necessary permissions for ActiveLink. For example, select Public or Unrestricted Access.

Index

C  D  F  G  O  R  T  W 

C

creating

trouble tickets manually (Remedy 7), 3.2

customizing

Remedy 7 ticket templates, 4.4

D

default templates, using for Remedy 7 Connector, 4

defining

Remedy 7 ticket templates, 4.5

F

format for creating

Remedy 7 ticket templates, 4.5

G

grace period

Remedy 7 Connector, 2.5.3

O

out-of-box templates, Remedy Connector and, 4.1

R

Remedy 7 Connector

customizing ticket templates, 4.4

default templates, using, 4

defining new ticket templates, 4.5

format for creating ticket templates, 4.5

grace period, 2.5.3

replacing a template, 2.6.4

ticket templates, format for creating, 4.5

Web services for default templates, 4.2

Remedy Connector

out-of-box templates, 4.1, 4.1

Web Console settings, 2.5.2

Remedy_DefaultCategory_AutoClose.xsl template, 4.1

Remedy_DefaultCategory_AutoResolve.xsl source code, 4.3

Remedy_DefaultCategory_AutoResolve.xsl template, 4.1

Remedy_DefaultCategory.xsl template, 4.1

replacing a template

Remedy 7 Connector, 2.6.4

T

templates

customizing Remedy 7 ticket templates, 4.4

defining new Remedy 7 ticket templates, 4.5

out-of-box for Remedy, 4.1

replacing, 2.6.4

ticket creation mappings

Remedy 7 Connector, 4.3

ticket templates

customizing Remedy 7 ticket templates, 4.4

defining new Remedy 7 ticket templates, 4.5

trouble tickets

creating manually for Remedy 7 Connector, 3.2

W

Web Console settings

Remedy Connector, 2.5.2

Web services for

Remedy 7 Connector, 4.2

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