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

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Retry

Versions Supported

2 Installing and Uninstalling the Connector

Prerequisites

Installing the Connector

Exporting the Adapter Installation File

Installing the Adapter

Security Recommendations

Installing and Running the CASD Adapter on Unix

Installing the Adapter on Unix

Running the Adapter on Unix

Testing the Adapter on Unix

Installing and Running the CASD Adapter on Windows

Installing the Adapter on Windows

Running the Adapter on Windows

Testing the Adapter on Windows

Uninstalling the Connector

Uninstalling the Adapter

Uninstalling the Adapter on Unix

Uninstalling the Adapter on Windows

3 Configuring the Connector

Creating a Connector Instance

Configuring the Connector

Enabling or Disabling the Connector

Providing General Settings

Connection Settings

Web Console Settings

Grace Period

Retry Option

Working with Ticket Templates

Changing Web Service Credentials

4 Creating Service Desk Tickets

Automatically Creating a Ticket

Manually Creating a Ticket

Post-creation Advisory Information

Navigating Between CASD and Enterprise Manager

Navigating from CASD to Enterprise Manager

Navigating from Enterprise Manager to CASD

5 Using Default Templates

Understanding the Template Process

Managing Templates in Oracle Enterprise Manager 12c

Edit a Template with Enterprise Manager

View Template Code in Enterprise Manager

Delete a Template with Enterprise Manager

Restore a Deleted Template with Enterprise Manager

Reading and Mapping Ticket Templates

Customizing Ticket Templates

Modifying Ticket Templates

Exporting the Ticket Template Files

Adding Ticket Templates

6 Troubleshooting the Connector

Diagnosing the Problem

Troubleshooting Adapter Startup Errors

JVM Errors

Troubleshooting Adapter Operations Errors

Errors to Check

7 Enabling SSL for HTTPS

Installing a Self-Signed Certificate

Installing a Certificate from a Certificate Authority

Importing the Adapter Certificate into Enterprise Manager

8 Customizing Support Ticketing Inbound Operations

Adding a Custom Field to CASD

Setting Up EM CLI

Installing the Notification Script

Setting up Status Notification

Exporting the Notification Script Files

A Connector Tips

Recommended Protocol

Supported Alerts

Changing the Default Adapter Port

Using the Correct URL for CASD Adapter Operations

B Third-Party Product License Information

JDOM 1.0

AspectJ 1.6.1

Spring Framework 2.5.6

CXF Web Stack 2.2.3

Jetty Web Service Hosting 6.1.19

Quartz Scheduler 1.6

Apache Commons DBCP 1.2.2

Apache Commons Configuration 1.5

Jakarta Commons HTTP Client 3.1

Apache Commons Collection 3.2

Apache Derby Database 10.4.2

Log4j 1.2.14

Groovy 1.6.4

Apache Axis 1.4

JDOM 1.0

LibXML2

OpenSSL

List of Examples

5-1 CASD_Default_Incident_AutoClose.xsl Source Code with Annotations

5-2 Creating a Template to Set the Urgency Element

5-3 Altering the Message Type

List of Figures

2-1 Self Update Page

2-2 Export Command Example

3-1 Unconfigured CASD Connector

3-2 Configure Management Connector Page

4-1 Event Add Actions

4-2 Incident Add Actions

4-3 CASD Console Incident

4-4 Incident Detail in CASD Console

5-1 Export Command Example

8-1 Add New Column Window

8-2 Example of New Column Input

8-3 Create New Notification Method Window

8-4 Create New Notification Rule Window

8-5 Activity Notification List

8-6 Export Command Example

List of Tables

5-1 Ticket Creation Mappings (for all templates)

5-2 Ticket Updates (For All Templates)

Oracle® Enterprise Manager

Installation and Configuration Guide for CA Service Desk Connector

Release 12.1.0.2.0

E28577-02

September 2012

Oracle Enterprise Manager Installation and Configuration Guide for CA Service Desk Connector, Release 12.1.0.2.0

E28577-02

Copyright © 2012, 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.

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

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

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

Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

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

Preface

This Connector 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 CA Service Desk (CASD) integrates CA Service Desk 11 or 12 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 in Enterprise Manager. Note that the term ticket refers to a CA Service Desk incident.

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 CASD 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:

the CASD Connector attempts to populate a custom field when you create a ticket, and cannot function without the customizations to CASD. You should only use the CASD Connector if you intend to make the necessary customizations.

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

Auto Ticketing

Manual Ticketing

Ticket Templates

Grace Period

Retry

Versions Supported

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 CASD ticket based on an open incident in Enterprise Manager. The CASD 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 CASD. A ticket template specifies how an Enterprise Manager incident and its associated event attributes can be mapped to the ticket attributes of CASSD.

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 CASD. For manual ticketing, you have to select a connector instance and ticket template before submitting a request for ticket creation.

The CASD 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 5, "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 CASD 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 CASD, 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 CASD 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.

Versions Supported

The base Enterprise Manager version number for the CA Service Desk Connector Release 12.1.0.2.0 is Enterprise Manager 12c Release 1 (12.1.0.1 with Bundle Patch 1) and higher versions.

The CASD Connector functions with versions 11 and 12 of the CA Service Desk application.

2 Installing and Uninstalling the Connector

The CA Service Desk (CASD) ticketing connector is comprised of the CASD adapter and CASD connector components. The CASD adapter provides a web service interface for manipulating tickets in CA Service Desk.

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

Prerequisites

Installing the Connector

Exporting the Adapter Installation File

Installing the Adapter

Uninstalling the Connector

Uninstalling the Adapter

Prerequisites

Ensure that the following prerequisites have been met before continuing:

Before using CA Service Desk Connector, ensure that CA Service Desk 11 or 12 is installed and configured.

As a prerequisite to installing the CASD Adapter, Java JRE 6.0 update 15 or higher must be installed on the system where the CASD Adapter is being installed, and the system must be one of the following platforms:

Microsoft Windows

Sun Solaris

HP-UX

Linux

You must set up an account in the CASD system to access the CASD API. The CASD adapter must use the account exclusively, and the account must have permission to create, update, and retrieve ticket (incident) information.

The connectivity between the adapter and CASD is HTTP. The connectivity between the Enterprise Manager and the adapter can be HTTP or HTTPS.

My Oracle Support Preferred Credentials must be set. To set the credentials, perform the following steps:

From the Enterprise Manager console Setup menu, select My Oracle Support, then Set Credentials.

Enter the user name and password information, then click Apply.

From the Enterprise Manager console Setup menu, select Extensibility, then Self Update.

From the Self Update page, look for the CASD connector in the table list. If it does not appear, go to the next step.

Click Check Updates to schedule a job to collect the metadata for the connector, as shown in Figure 2-1.

Figure 2-1 Self Update Page

Installing the Connector

This section provides the procedure required to download and install (apply) the connector. The CASD connector is not included out-of-the-box, so you need to download it from the Oracle Enterprise Manager store. All connectors in the Enterprise Manager store are available on the Self Update page for downloading.

To install the connector:

From the Enterprise Manager console Setup menu, select Setup, then select Extensibility.

Click on the Management Connector link in the Type column.

The CASD connectors appear in the list with a status of Available.

Click on the appropriate CASD connector to select it, and then click Download.

The Schedule Download window appears, where you can determine when the download should be performed.

Click Select to download immediately.

If you want to schedule the download for a later time, specify the date and time when the download should occur, and click Select. You will need to return and finish the remainder of this procedure after the scheduled download date and time.

If necessary, refresh the screen until the status of the connector changes to Downloaded.

Click on the CASD connector to select it, and then click Apply.

After you respond to the prompt to confirm the operation, a page appears that indicates the request has been submitted.

Refresh the screen until the status of the connector changes from Apply Scheduled to Applied.

Exporting the Adapter Installation File

The adapter installation file is included in the Self Update archive that was installed in the previous section.

To extract the installation file:

Determine the command required to export the adapter installation file. To do this, perform the following steps:

From the Setup menu, select Extensibility, then Self Update.

Click on the Management Connector link in the Type column.

Click on the CASD connector to select it, then select Export from the Actions list.

A pop-up window, like the example shown in Figure 2-2, appears with the command required to export the file.

Figure 2-2 Export Command Example

Open a command window on the Management Server host system and navigate to a temporary directory where you can copy and unzip the file.

Log into EM CLI using the following command. You will be asked to provide the password information for the sysman account.

emcli login -username=sysman

EM CLI must be executed from the OMS host. See the Oracle Enterprise Manager Command Line Interface for information about setting up EM CLI.

Run the EM CLI export_update command from your system, changing <dirname> to the full path of the temporary directory.

This action creates a zip file. The file name is comprised of the id value you specify in the export_update command with a .zip extension. In the example command in Figure 2-2, the zip file name would be E9F684312AE7A18E98340715D079E58D.zip .

Extract the adapter installation .jar file from the .zip file using the following command:

unzip *.zip archives/casd_adapter.jar

Installing the Adapter

The CASD Adapter acts as a front end for all tickets flowing into and out of CASD. Oracle Enterprise Manager posts calls to the web service whenever it needs to create or update a ticket, or get a ticket ID from CASD.

You can install the CASD Adapter on a supported Unix or Windows system that has connectivity to the CASD server and the Oracle Enterprise Manager server.

Security Recommendations

Because the CASD Adapter stores sensitive information for accessing CA Service Desk, access to the adapter files should be limited. Oracle recommends setting up a separate group (hereafter referred to as "the adapter group") that has permission to configure and run the CASD Adapter. Access to the adapter should not be allowed for anyone that is not a member of the adapter group.

Installing and Running the CASD Adapter on Unix

The following sections explain how to install and then subsequently run the Adapter.

Installing the Adapter on Unix

To install the adapter on a Unix platform:

Log in as a user that is a member of the adapter group. See Security Recommendations for more information regarding the adapter group.

Create a directory where you want to install the adapter.

Open a terminal and change the working directory to the installation directory.

Obtain a copy of the casd_adapter.jar file from the Management Server host system as specified in Exporting the Adapter Installation File, and copy it to the installation directory.

Make sure the JAVA_HOME environment variable is set to the directory where Java 1.6 is installed.

Enter the following command to unzip and extract the jar file:

$JAVA_HOME/bin/jar xvf casd_adapter.jar

This creates the adapters directory that contains the installation files.

Note:

If the system where the CASD adapter is being installed does not have the JDK installed, you cannot extract the jar file contents. You must copy the jar file to a system that has the JDK installed and transfer the files after they have been extracted.

Enter the following command to change the working directory:

cd adapters/endpoints/ca-usd

Enter the following command to run the installation script:

sh ./install.sh

When the script prompts whether you want to use HTTPS, answer Y (yes) or N (no):

If you specify Y, the adapter is set up to use HTTPS port number 8443.

If you specify N, the adapter is set up to use HTTP port number 8082.

When the script prompts for the user name of the web service, enter the user name that must be provided to access the CASD adapter web service.

Note:

This user name is not associated with any CASD or system account. It can be any value that you choose. This user name will be used to restrict access to the adapter web service interface.

When the script prompts for the password of the web service, enter the password that must be provided to access the CASD adapter web service.

Note:

This password is not associated with any CASD or system account. It can be any value that you choose. This password will be used to restrict access to the adapter web service interface.

When the script prompts for the hostname/IP address of the CASD server, enter the host name or IP address of the system where the CASD server is deployed. The host name defaults to localhost if no value is provided.

When the script prompts for the port number of the CASD server, enter the port number the CASD web server uses (Tomcat or IIS). The port number defaults to 8080 if no value is provided.

When the script prompts for the user name to use when accessing CASD, enter the user name of the CASD account referenced in Prerequisites.

When the script prompts for the password to use when accessing CASD, enter the password of the CASD account referenced in Prerequisites.

After the script displays the message CASD Adapter Install Complete, press Enter to complete the installation.

Enter the following command to change the working directory to the conf directory.

cd adapters/conf

Change the permissions on the framework.properties file to allow read, write, and execute permissions for the owner and the adapter group and no access for any other users.

If the adapter was configured to run using the HTTPS protocol, you must perform the following steps:

Install an SSL certificate in the adapter keystore. You must either install a self-signed certificate, or install a certificate obtained from a Certificate Authority (CA).

To install a self-signed certificate, perform the steps specified in Installing a Self-Signed Certificate.

To install a certificate from a CA, perform the steps specified in Installing a Certificate from a Certificate Authority.

Import the SSL certificate from the adapter keystore into the Enterprise Manager keystore. Perform the steps specified in Importing the Adapter Certificate into Enterprise Manager.

The adapter framework is now installed and ready to start.

Running the Adapter on Unix

To run the CASD Adapter framework commands listed with the following tasks, first change the working directory in the installation directory to:

adapters/bin

The following commands are available for running the adapter:

Start - ./service.sh start

Shut Down - ./service.sh stop

Restart - ./service.sh restart

Check Status - ./service.sh status

Testing the Adapter on Unix

To verify that the CASD Adapter is functional:

Open a terminal and change the working directory to the adapters/bin directory in the installation directory.

Enter the following command to run the test script:

./testAdapter.sh

The test script prompts for the password information. At the prompt, enter the password that was configured for accessing the Adapter web service in step 11 of Section 2.4.2.1, "Installing the Adapter on Unix".

For information on setting the user name and password, see Changing Web Service Credentials.

If the test completes successfully, the last line the utility displays is Test completed successfully.

Installing and Running the CASD Adapter on Windows

The following sections explain how to install and then subsequently run the Adapter.

Installing the Adapter on Windows

To install the adapter on a Windows platform:

Log in as a user that is a member of the adapter group. See Security Recommendations for more information regarding the adapter group.

Create a directory where you want to install the adapter.

Open a terminal and change the working directory to the installation directory.

Obtain a copy of the casd_adapter.jar file from the Management Server host system as specified in Exporting the Adapter Installation File, and copy it to the installation directory.

Make sure the JAVA_HOME environment variable is set to the directory where Java 1.6 is installed.

Enter the following command to unzip and extract the jar file:

"%JAVA_HOME%\bin\jar" xvf casd_adapter.jar

This creates the adapters directory that contains the installation files.

Note:

If the system where the CASD adapter is being installed does not have the JDK installed, you cannot extract the jar file contents. You must copy the jar file to a system that has the JDK installed and transfer the files after they have been extracted.

Enter the following command to change the working directory:

cd adapters\endpoints\ca-usd

Enter the following command to run the installation script:

.\install.bat

When the script prompts whether you want to use HTTPS, choose Y (yes) or N (no):

If you specify Y, the adapter is set up to use HTTPS port number 8443.

If you specify N, the adapter is set up to use HTTP port number 8082.

When the script prompts for the user name of the web service, enter the user name that must be provided to access the CASD adapter web service.

Note:

This user name is not associated with any CASD or system account. It can be any value that you choose. This user name is used to restrict access to the adapter web service interface.

When the script prompts for the password of the web service, enter the password that must be provided to access the CASD adapter web service.

Note:

This password is not associated with any CASD or system account. It can be any value that you choose. This password is used to restrict access to the adapter web service interface.

When the script prompts for the hostname/IP address of the CASD server, enter the host name or IP address of the system where the CASD server is deployed. The host name defaults to localhost if no value is provided.

When the script prompts for the port number of the CASD server, enter the port number the CASD web server uses (Tomcat or IIS). The port number defaults to 8080 if no value is provided.

When the script prompts for the user name to use when accessing CASD, enter the user name of the CASD account referenced in Prerequisites.

When the script prompts for the password to use when accessing CASD, enter the password of the CASD account referenced in Prerequisites.

Enter the following command to change the working directory to the conf directory.

cd adapters\conf

Change the permissions on the framework.properties file to allow read, write, and execute permissions for the adapter group and no access for any other users.

After the script displays the message CASD Adapter Install Complete, press Enter to complete the installation.

If the adapter was configured to run using the HTTPS protocol, you must perform the following steps:

Install an SSL certificate in the adapter keystore. You must either install a self-signed certificate, or install a certificate obtained from a Certificate Authority (CA).

To install a self-signed certificate, perform the steps specified in Installing a Self-Signed Certificate.

To install a certificate from a CA, perform the steps specified in Installing a Certificate from a Certificate Authority.

Import the SSL certificate from the adapter keystore into the Enterprise Manager keystore. Perform the steps specified in Importing the Adapter Certificate into Enterprise Manager.

The following steps are optional. If you want the adapter to run as a Windows service, perform the following steps.

Log into an account that has permission to add a Windows service.

Note:

On most systems, the account must be a member of the Administrators group to add a Windows service.

Make sure the account has read and execute permissions for the adapters\bin directory.

Change the working directory to the adapters\bin directory in the installation directory.

Enter the following command to install the adapter as a Windows service:

service.bat install

Make sure the designated login account for the Windows service has Full Control for the adapter directory and read and execute permissions on the conf\framework.properties file.

The adapter framework is now installed and ready to start.

Running the Adapter on Windows

There are two ways you can run the adapter on Windows: Standalone Service and Windows Service.

Standalone Service

To start the CASD adapter framework when set up as a standalone application (not set up to run as a Windows service):

Change the working directory to the adapters\bin directory in the installation directory.

Run the following command:

startAdapters.bat

To shut down the CASD adapter framework, close the window where you started the adapter.

Windows Service

To start the CASD adapter framework when set up to run as a Windows service, run the following command:

net start iWaveAdapters

To shut down the CASD adapter framework, run the following command:

net stop iWaveAdapters

Testing the Adapter on Windows

To verify that the CASD Adapter is functional.

Open a terminal and change the working directory to the adapters\bin directory in the installation directory.

Enter the following command to run the test script:

.\testAdapter.bat

The test script prompts for the password information. At the prompt, enter the password that was configured for accessing the Adapter web service in step 11 of Section 2.4.3.1, "Installing the Adapter on Windows".

If the test completes successfully, the last line the utility displays is Test completed successfully.

Uninstalling the Connector

To uninstall the connector, you must first delete all defined instances of the connector, and then you must delete the connector from the Self Update page.

To uninstall the connector:

From the Setup menu, select Extensibility, then Management Connectors.

Select an instance of the connector you want to delete, then click Delete.

On the Confirmation page, click Yes.

Repeat steps 2 and 3 until all instances of the connector have been deleted.

From the Setup menu, select Extensibility, then Self Update.

Click on the Management Connector link in the Type column.

A list of updates appears for Management Connectors.

Click on the connector you want to delete, select Actions, then select Delete.

The Delete Update window appears.

Click Delete to delete the connector.

The confirmation window appears.

Click OK.

Uninstalling the Adapter

This section describes the procedures for uninstalling the adapter on Unix and on Windows.

Uninstalling the Adapter on Unix

To uninstall the adapter on a Unix platform:

Stop the adapter as specified in Running the Adapter on Unix.

Delete the adapters folder from the adapter installation directory.

Uninstalling the Adapter on Windows

To uninstall the adapter on a Windows platform:

Stop the adapter as specified in Running the Adapter on Windows.

If the adapter is installed as a Window service, perform the following steps to uninstall the adapter as a service:

Open a command window and change the working directory to the adapters\bin directory in the adapter install directory.

Issue the command .\service uninstall

Delete the adapters folder from the adapter installation directory.

3 Configuring the Connector

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

Creating a Connector Instance

Configuring the Connector

Enabling or Disabling the Connector

Providing General Settings

Working with Ticket Templates

Changing Web Service Credentials

Creating a Connector Instance

To create a connector instance:

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

Select a connector from the Create Connector drop-down list, and then click Go.

Note:

See Chapter 1, "Introduction to the Connector" for information about which CASD connector to select.

Enter the connector name and description on the next page, then click OK.

The connector instance appears as unconfigured in the Management Connectors page, as shown in Figure 3-1.

Figure 3-1 Unconfigured CASD Connector

Configuring the Connector

To perform a basic configuration:

Click on the name of the CA Service Desk Connector.

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

Figure 3-2 Configure Management Connector Page

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

Click OK.

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

Optionally, you can click the configure icon again to check for the available ticket templates.

Click the Ticket Templates tab.

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

If you choose HTTPS as the protocol to establish a connection between CASD and Enterprise Manager, see Importing the Adapter Certificate into Enterprise Manager.

Enabling or Disabling the Connector

You can enable or disable a connector from the Management Connectors page by selecting the connector and clicking either Enable or Disable. After a connector is disabled, a red cross icon appears 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.

Connection Settings

The CA Service Desk Connector communicates with the Service Desk through a web service provided by the CASD Adapter. All fields are mandatory.

Web Service End Points - End points to createTicket, updateTicket, and getTicket web services exposed by the CASD Adapter. See "Using the Correct URL for CASD Adapter Operations" in Appendix A for additional information.

CASD Adapter Username - User name that was configured for accessing the Adapter web service in step 10 of the appropriate adapter installation section ( Installing the Adapter on Unix for Unix and Installing the Adapter on Windows for Windows).

CASD Adapter Password - Password that was configured for accessing the Adapter web service in step 11 of the appropriate adapter installation section ( Installing the Adapter on Unix for Unix and Installing the Adapter on Windows for Windows).

Ticket Number - Enter a required valid ticket number to test the connection when you save 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 incorrect Web service endpoints or an invalid ticket number, the following message appears on the Management Connectors page after you click OK:

Connection test failed. The configuration was saved.

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

Connection test failed. The configuration was not saved.

Web Console Settings

Web Console settings are required if you want the Connector to provide links to CA 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 launch the CASD ticket page within the context from Enterprise Manager.

CASD Server Port - Port number used by the CASD server for the web console.

CASD Server Host - Host name or IP address of the CASD server that hosts the web console.

Grace Period

You can enable and disable the grace period and configure its value. By default, the grace period is disabled. See Retry for details. This setting applies to all incidents the CA Service Desk Connector processes.

Retry Option

You can enable and disable the Retry option and configure its interval, which is an integer value in hours. By default, the Retry is disabled. See Retry for details. This setting applies to all incidents the CA Service Desk Connector processes.

Working with Ticket Templates

When a connector instance is created in Enterprise Manager, all associated templates are available for ticket create/update operations. For Auto Ticketing, a notification method is created based on the ticket template selected while creating an incident rule. For manual ticketing, a ticket template is selected while creating a ticket from the Enterprise Manager console.

There are two default templates for the CASD Connector:

CASD_Default_Incident_AutoClose.xsl

CASD_Default_Incident.xsl

Tip:

See Understanding the Template Process for detailed information about these templates.

Changing Web Service Credentials

Sometimes problems occur when accessing the web service, because the credentials provided are incorrect. Whenever this happens, you receive an HTTP 403 error from the web service. You first want to check the specified credentials and verify that you entered the correct information. If the credentials you have specified appear to be correct, but you still receive the 403 error, the best option is to reset the web service credentials.

Perform the following steps to reset the web service credentials:

Open a command prompt window and change the working directory to:

<CASD_ADAP_INSTALL>/adapters/conf

... where <CASD_ADAP_INSTALL> is the installation directory for the CASD connector.

Enter the following command to change the user name and password for accessing the CASD web service:

../bin/propertiesEditor.sh –h
framework.username=”<username>” –e
framework.password=“<password>” framework.properties

… where <username> is the user name to specify for the web service and <password> is the password.

The propertiesEditor.sh script is specifically for the UNIX platform. The equivalent script for Windows platforms is propertiesEditor.bat.

Stop and then start the web service as instructed in Installing and Running the CASD Adapter on Unix and Installing and Running the CASD Adapter on Windows.

4 Creating Service Desk Tickets

You can create tickets automatically or manually. The following sections explain how to create both types, understand post-creation advisory information, and then switch from one console to the other:

Automatically Creating a Ticket

Manually Creating a Ticket

Post-creation Advisory Information

Navigating Between CASD and Enterprise Manager

Note:

If the default templates do not provide the desired mappings, you can create custom templates to map data as desired. See Customizing Ticket Templates for additional information.

Automatically Creating a Ticket

To automatically create a ticket in CASD, you need to create an incident rule that references a template from the CASD connector.

To create an incident rule to automatically create a ticket in CASD:

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

Click Create Rule Set.

The Create Rule Set page appears.

Provide a Name and Description.

Click the Rules tab.

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, then click Continue.

The Create New Rule wizard appears.

Follow the steps to create a rule. (Refer to the "Configuring Incident Rule" section in the Oracle Enterprise Manger Advanced Configuration Guide.)

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.

Click Create and select Newly created incidents or updates to incidents as a type of rule to create from the pop-up window, then click Continue.

The Create New Rule wizard appears.

Follow the steps to create a rule. (Refer to the "Configuring Incident Rule" section in the Oracle Enterprise Manger Advanced Configuration Guide.)

While configuring the above rule in the Add Actions page:

For events —

Enable the Create Incident check box. This makes the Create Ticket option visible. Now enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-1.

Figure 4-1 Event Add Actions

For incidents —

Enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-2.

Figure 4-2 Incident Add Actions

After completing all of the wizard steps, click Save.

The following process occurs after you create the incident rule for your incidents:

A request is sent to the CASD Connector when an incident is created due to an event that matches your rule.

The ticket is created or updated in the CASD system.

In Enterprise Manager, the incident annotation is updated. A comment is added to the event Detail page of the incident to indicate that a ticket was created or updated, along with the ticket ID, status, and ticket URL.

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

Tip:

For information about configuring CASD to return the ticket status to Enterprise Manager, see Chapter 8, "Customizing Support Ticketing Inbound Operations".

Figure 4-3 CASD Console Incident

Manually Creating a Ticket

To manually create a ticket:

After a metric incident occurs, go to its incident details page by clicking on the incident message in the Incident Manager console in Enterprise Manager. The incident details page for the incident should appear.

In the Tracking section, select More, then Create Ticket.

The Create Ticket pop-up appears. The Create Ticket option is only available if there is at least one ticketing connector configured, and no prior ticket exists for the same incident.

Post-creation Advisory Information

If you have successfully created the ticket, the ticket ID appears in the Last Comment column in the Event Details for the incident and in the Ticket ID column. If the Web console settings are configured and enabled, the ticket ID appears as a link to the ticket page in Service Desk.

For tickets that were created manually, you cannot manually update the ticket using the CA Service Desk Connector. You need to manually update the ticket in Service Desk for any subsequent incident severity change.

Navigating Between CASD and Enterprise Manager

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

Navigating from CASD to Enterprise Manager

From the ticket Detail page of the CASD console, click the link to the URL label in the Description field, as shown in Figure 4-4. This action takes you to the Enterprise Manager console login page. After you provide the Enterprise Manager user name and password, you are forwarded to the Enterprise Manager ticket related to this CASD ticket.

Note:

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

Figure 4-4 Incident Detail in CASD Console

Navigating from Enterprise Manager to CASD

To navigate from Enterprise Manager to CASD:

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

The open tickets appear on the Incident Manager page.

Click on the desired incident.

Detailed information for the incident appears in the lower half of the page.

Click on the ticket identifier listed to the right of the Ticket ID label in the Tracking section.

You will be forwarded to the CASD Web console login page.

Provide valid CASD account details.

The CASD incident details associated with this incident are displayed through the CASD web console.

5 Using Default Templates

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

Understanding the Template Process

Managing Templates in Oracle Enterprise Manager 12c

Reading and Mapping Ticket Templates

Customizing Ticket Templates

Modifying Ticket Templates

Exporting the Ticket Template Files

Adding Ticket Templates

Understanding the Template Process

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

Write incident information to Description (Service Desk ticket description).

Set the Service Desk ticket summary based on the incident message.

Add a Log Comment to the Incident Activity Log List that shows the incident details. This provides a record of the changes that have occurred to the incident.

Sets the Service Desk priority based on the severity of the incident in Enterprise Manager.

The out-of-box templates are as follows:

CASD_Default_Incident.xsl

The CASD_Default_Incident.xls template creates, updates, or reopens a Service Desk ticket using the default field mapping. The template does not close the ticket when the event severity value becomes Clear.

CASD_Default_Incident_AutoClose.xsl

The CASD_Default_Incident_AutoClose.xsl template creates, updates, or reopens a Service Desk ticket using the default field mapping. The template sets the ticket status to Closed when the event severity value becomes Clear.

Managing Templates in Oracle Enterprise Manager 12c

Oracle Enterprise Manager 12c (Release 12.1.0.2 and later) includes the functionality to allow you to manage templates within Cloud Control. Templates, which are included as part of the connector installation, are automatically registered and are shown within Enterprise Manager.

If you need to use new a template that is not included as part of the connector installation, then you will need to register it using the emctl command. See Customizing Ticket Templates for more information. Once you have registered the template, you will be able to manage it through Enterprise Manager.

Using Enterprise Manager, you can edit a template, view the XML code, delete a template, and restore a deleted template.

To begin:

Log in to Enterprise Manager Cloud Control.

From the Setup menu, select Extensibility, then Management Connectors.

On the Management Connectors page, select the CA Service Desk Connector. Click Configure.

On the Configure Management Connector page, click the Template tab.

Note:

This feature is available on Oracle Enterprise Manager Release 12.1.0.2.0 or later only. To verify your installed release version:

Log in to Enterprise Manager.

From the Help menu, select About Cloud Control.

The pop-up window displays the installed version of Oracle Enterprise Manager.

Edit a Template with Enterprise Manager

To edit an existing ticket template:

Log in to Enterprise Manager Cloud Control.

From the Setup menu, select Extensibility, then Management Connectors.

On the Management Connectors page, select the CA Service Desk Connector. Click Configure.

On the Configure Management Connector page, click the Template tab.

Select a template and click Edit.

After you edit the Description or Template Contents fields, click Save. On the confirmation page, click Yes to complete the template save.

View Template Code in Enterprise Manager

To view template code:

Log in to Enterprise Manager Cloud Control.

From the Setup menu, select Extensibility, then Management Connectors.

On the Management Connectors page, select the CA Service Desk Connector. Click Configure.

On the Configure Management Connector page, click the Template tab.

Select a template and click View.

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

Delete a Template with Enterprise Manager

To delete a template:

Log in to Enterprise Manager Cloud Control.

From the Setup menu, select Extensibility, then Management Connectors.

On the Management Connectors page, select the CA Service Desk Connector. Click Configure.

On the Configure Management Connector page, click the Template tab.

Select a template and click Delete.

Click Yes to confirm the delete operation.

Restore a Deleted Template with Enterprise Manager

To restore a deleted template:

Log in to Enterprise Manager Cloud Control.

From the Setup menu, select Extensibility, then Management Connectors.

On the Management Connectors page, select the CA Service Desk Connector. Click Configure.

On the Configure Management Connector page, click the Template tab.

Select a template and click Restore.

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

Note:

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) described in Adding Ticket Templates.

Reading and Mapping Ticket Templates

Table 5-1 illustrates the creation of a ticket using the default templates. This illustration will help you to read a ticket template. In the tables, * denotes a literal string and ** indicates whether the attribute applies.

Ticket creation mappings are the same for CASD_Default_Incident_AutoClose.xsl and CASD_Default_Incident.xsl.

Table 5-1 shows Service Desk ticket attributes and corresponding Enterprise Manager incident values for ticket creation mappings.

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

Service Desk Ticket Attributes
Enterprise Manager incident Attributes
Value

Summary

Message

N/A

Description

For incidents:

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

Other Incident information includes:

Source Name

Source Owner - Example: Sysman

Source Type

Source SubType

Target Name

Target Type

Target URL

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

Last Updated Date

Owner - Incident Owner

Notification Rule Name

URL - URL to the metric details page in the context of the incident.

Incident Status

Incident Acknowledge Flag

Incident Auto Close

Incident Escalation Level

Values from incident context

Priority

Based on Severity Code

For metric incidents:

If severity is Fatal, set Priority to Medium-High (2).

If severity is Critical, set Priority to Medium (3).

If severity is Warning, set Priority to Medium-Low (4).

Otherwise, set Priority to Low (5).

Reported By

N/A

Administrator

Activity Log

Same content as the Description attribute.

See the Description attribute above.

z_em_connector_id (Custom field)

Connector GUID

Only set for the CASD Connector. This field is not set for the CASD No Publish Connector.

Table 5-2 shows Service Desk ticket attributes and corresponding Enterprise Manager alert incident attributes for ticket update mappings. The CASD_Default_Incident.xsl and CASD_Default_Incident_AutoClose.xsl mappings templates are almost identical. The only difference is in the status field. The AutoClose template sets it to CL, and the other template does not set the field. This difference is noted in the table.

Table 5-2 Ticket Updates (For All Templates)

Service Desk Ticket Attributes
Enterprise Manager incident Attributes
Value

Identifier

TicketID - Extracts only the internal identifier from the ticket id

N/A

Summary

Message

N/A

Description

Same content as the Description attribute for create transactions.

See Table 5-1.

Priority

Based on Severity code.

JobStatus - Applies to job status events

For metric incidents:

If severity is Fatal, set Priority to Medium-High (2).

If severity is Critical, set Priority to Medium (3).

If severity is Warning, set Priority to Medium-Low (4).

Otherwise, set Impact to Low (5).

Status

For metric incidents:

Grace Period

Severity

For metric incidents:

If Grace Period is set to "Yes" set Status to Open (OP).

If an Autoclose template and Severity is set to Clear, set Status to Close (CL).

Otherwise do not set Status.

Activity Log

Same content as the Description attribute.

See Table 5-1.

z_em_connector_id (Custom field)

Connector GUID

Only set for the CASD Connector. This field is not set for the CASD No Publish Connector.

Use the mapping tables (Table 5-1 and Table 5-2) as a reference to read the XSLT file in .

Example 5-1 CASD_Default_Incident_AutoClose.xsl Source Code with Annotations

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

  <!--
This template creates an incident type ticket within CA Service Desk with default settings. On update, the ticket summary is updated with the latest event message and priority information as an activity log entry.

  -->

  <xsl:template match="ns0:EMIncident">
    <xsl:choose>
      <xsl:when test="normalize-space(ns0:TicketID) = ''">
        <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A CASD INCIDENT IS FILLED               DURING INCIDENT CREATION -->
        <iwaveaf:create xmlns:iwaveaf=
         "http://iwavesoftware.com/services/adapter-framework">
          <incident>

            <!-- Set the CASD Incident Priority-->
            <!--     Possible values for priority: -->
            <!--       1 = High                    -->
            <!--       2 = Medium-High             -->
            <!--       3 = Medium                  -->
            <!--       4 = Medium-Low              -->
            <!--       5 = Low                     -->
            <!--       None                        -->
            <xsl:choose>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'FATAL'">
                <priority>2</priority> <!-- CASD Medium-High -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL'">
                <priority>3</priority> <!-- CASD Medium -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'WARNING'">
                <priority>4</priority>  <!-- CASD Medium-Low -->
              </xsl:when>
              <xsl:otherwise>
                <priority>5</priority> <!-- CASD Low -->
              </xsl:otherwise>
            </xsl:choose>

            <!-- Set the CASD Incident Description -->
            <description>
              <xsl:call-template name="getDescription">
                      <xsl:with-param name="message">Incident created by Oracle Enterprise                 Manager CA Service Desk Connector</xsl:with-param>
                <xsl:with-param name="addHref">true</xsl:with-param>
              </xsl:call-template>
            </description>

            <!-- Set the CASD Incident Reported By -->
            <!-- This field is defaulted to Administrator but can be changed to               any to any valid -->
            <!-- CASD account. A lookup will be performed based on the first,                middle and last names. -->
            <customer>
              <firstName></firstName>
              <middleName></middleName>
              <lastName>Administrator</lastName>
            </customer>

            <!-- Set the CASD Incident Priority-->
            <!--     Possible values for priority: -->
            <!--       1 = High                    -->
            <!--       2 = Medium-High             -->
            <!--       3 = Medium                  -->
            <!--       4 = Medium-Low              -->
            <!--       5 = Low                     -->
            <!--       None                        -->
            <xsl:choose>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'FATAL'">
                <priority>2</priority> <!-- CASD Medium-High -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL'">
                <priority>3</priority> <!-- CASD Medium -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'WARNING'">
                <priority>4</priority>  <!-- CASD Medium-Low -->
              </xsl:when>
              <xsl:otherwise>
                <priority>5</priority> <!-- CASD Low -->
              </xsl:otherwise>
            </xsl:choose>

            <!-- Set the CASD Incident Description -->
            <description>
              <xsl:call-template name="getDescription">
                      <xsl:with-param name="message">Incident created by Oracle Enterprise                  Manager CA Service Desk Connector</xsl:with-param>
                <xsl:with-param name="addHref">true</xsl:with-param>
              </xsl:call-template>
            </description>

            <!-- Set the CASD Incident Reported By -->
            <!-- This field is defaulted to Administrator but can be changed to               any to any valid -->
            <!-- CASD account. A lookup will be performed based on the first,               middle and last names. -->
            <customer>
              <firstName></firstName>
              <middleName></middleName>
              <lastName>Administrator</lastName>
            </customer>

            <!-- Set the CASD Incident Summary -->
            <summary><xsl:value-of               select="ns0:SystemAttributes/ns0:Summary"/></summary>

            <!-- Add a CASD Activity log entry -->
            <logs>
              <log>
                <description>
                  <xsl:call-template name="getDescription">
                    <xsl:with-param name="message">Incident created by Oracle                      Enterprise Manager CA Service Desk Connector</xsl:with-param>
                    <xsl:with-param name="addHref">false</xsl:with-param>
                  </xsl:call-template>
                </description>
              </log>
            </logs>

<!-- Set the z_em_connector_id custom field in CASD to the EM event identifier. The custom field is required for the publishTicket operation and must be added by an CASD administrator -->
<!-- If the publishTicket operation is not going to be used, this code can be commented out. -->
            <extended-fields>
              <string-field name="z_em_connector_id"><xsl:value-of                 select="ns0:ConnectorGUID"/></string-field>
            </extended-fields>

        <!--  UNCOMMENT THE TAGS YOU WISH TO HAVE MODIFIED WHENEVER   -->
        <!--  THE INCIDENT IS CREATED, AND GIVE THEM DESIRED VALUES   -->

            <!-- <status></status> -->
            <!--     Possible values for status: -->
            <!--         ACK (Acknowledged) -->
            <!--         CL (Closed) -->
            <!--         OP (Open) -->
            <!--         WIP (Work In Progress) -->
            <!--         AVOID (Avoided) -->
            <!--         FIP (Fix in Progress) -->
            <!--         CLREQ (Close Requested) -->
            <!--         KE (Known Error) -->
            <!--         CNCL (Cancelled) -->
            <!--         HOLD (Hold) -->
            <!--         CLUNRSLV (Closed-Unresolved) -->
            <!--         PRBAPP (Problem-Approved) -->
            <!--         PC (Problem-Closed) -->
            <!--         PF (Problem-Fixed) -->
            <!--         PRBANCOMP (Problem-Analysis Complete) -->
            <!--         PO (Problem-Open) -->
            <!--         RSCH (Researching) -->
            <!--         RE (Resolved) -->
            <!--         PRBREJ (Problem-Rejected) -->

            <!-- <impact></impact> -->
            <!--     Possible values for impact: -->
            <!--         1-Entire Organization -->
            <!--         2-Multiple Groups -->
            <!--         3-Single Group -->
            <!--         4-Small Group -->
            <!--         5-One person -->
            <!--         None -->

            <!-- <urgency></urgency> -->
            <!--     Possible values for urgency: -->
            <!--         1-As Possible -->
            <!--         2-Soon -->
            <!--         3-Quickly -->
            <!--         4-Very Quickly -->
            <!--         5-Immediate -->

            <!-- <severity></severity> -->
            <!--     Possible values for severity: -->
            <!--         1-Escalated -->
            <!--         2-Superviser Escal. -->
            <!--         3-Mgr Escal. -->
            <!--         4-HD Mgr Escalation -->
            <!--         5-All Hands Escalation -->

          </incident>
        </iwaveaf:create>
      </xsl:when>
      <xsl:otherwise>
        <iwaveaf:update xmlns:           iwaveaf="http://iwavesoftware.com/services/adapter-framework">
          <incident>
            <identifier><xsl:value-of select=               "normalize-space(substring-before(substring-after(ns0:TicketID,                 '('), ')'))"/></identifier>

            <!-- Set the CASD Incident Summary -->
            <summary><xsl:value-of select=               "ns0:SystemAttributes/ns0:Summary"/></summary>

            <!-- Set the CASD Incident Description -->
            <description>
              <xsl:call-template name="getDescription">
                <xsl:with-param name="message">Incident updated by Oracle                  Enterprise Manager CA Service Desk Connector</xsl:with-param>
                <xsl:with-param name="addHref">true</xsl:with-param>
              </xsl:call-template>
            </description>

            <!-- Set the CASD Incident Priority-->
            <!--     Possible values for priority: -->
            <!--       1 = High                    -->
            <!--       2 = Medium-High             -->
            <!--       3 = Medium                  -->
            <!--       4 = Medium-Low              -->
            <!--       5 = Low                     -->
            <!--       None                        -->
            <xsl:choose>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'FATAL'">
                <priority>2</priority> <!-- CASD Medium-High -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL'">
                <priority>3</priority> <!-- CASD Medium -->
              </xsl:when>
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'WARNING'">
                <priority>4</priority>  <!-- CASD Medium-Low -->
              </xsl:when>
              <xsl:otherwise>
                <priority>5</priority>  <!-- CASD Low -->
              </xsl:otherwise>
            </xsl:choose>

        <!--  UNCOMMENT THE TAGS YOU WISH TO HAVE MODIFIED WHENEVER   -->
        <!--  THE INCIDENT IS UPDATED, AND GIVE THEM DESIRED VALUES   -->

            <!-- <status></status> -->
            <!--     Possible values for status: -->
            <!--         ACK (Acknowledged) -->
            <!--         CL (Closed) -->
            <!--         OP (Open) -->
            <!--         WIP (Work In Progress) -->
            <!--         AVOID (Avoided) -->
            <!--         FIP (Fix in Progress) -->
            <!--         CLREQ (Close Requested) -->
            <!--         KE (Known Error) -->
            <!--         CNCL (Cancelled) -->
            <!--         HOLD (Hold) -->
            <!--         CLUNRSLV (Closed-Unresolved) -->
            <!--         PRBAPP (Problem-Approved) -->
            <!--         PC (Problem-Closed) -->
            <!--         PF (Problem-Fixed) -->
            <!--         PRBANCOMP (Problem-Analysis Complete) -->
            <!--         PO (Problem-Open) -->
            <!--         RSCH (Researching) -->
            <!--         RE (Resolved) -->
            <!--         PRBREJ (Problem-Rejected) -->

            <!-- <impact></impact> -->
            <!--     Possible values for impact: -->
            <!--         1-Entire Organization -->
            <!--         2-Multiple Groups -->
            <!--         3-Single Group -->
            <!--         4-Small Group -->
            <!--         5-One person -->
            <!--         None -->

            <!-- <urgency></urgency> -->
            <!--     Possible values for urgency: -->
            <!--         1-As Possible -->
            <!--         2-Soon -->
            <!--         3-Quickly -->
            <!--         4-Very Quickly -->
            <!--         5-Immediate -->

            <!-- <severity></severity> -->
            <!--     Possible values for severity: -->
            <!--         1-Escalated -->
            <!--         2-Superviser Escal. -->
            <!--         3-Mgr Escal. -->
            <!--         4-HD Mgr Escalation -->
            <!--         5-All Hands Escalation -->

            <!-- <resolution>
                   <resolutionDate></resolutionDate>
                 </resolution> -->
            <!-- Resolution date must be formatted using the ISO 8601 format code.                    -->
            <!--     Sample format: 2009-11-24T09:57:01Z -->
            <!--     Sample format: 2009-11-24T03:57:01-06:00 -->

            <xsl:choose>
              <xsl:when test="ns0:ReopenTicket = 'Yes'">
                <!-- Set the CASD Incident Status back to Open -->
                <status>OP</status>

                <!-- Add a CASD Activity log entry -->
                <logs>
                  <log>
                    <description>
                      <xsl:call-template name="getDescription">
                        <xsl:with-param name="message">Incident reopened by Oracle                     Enterprise Manager CA Service Desk Connector</xsl:with-param>
                        <xsl:with-param name="addHref">false</xsl:with-param>
                      </xsl:call-template>
                    </description>
                  </log>
                </logs>
              </xsl:when>

              <!-- Close the incident if the EM Severity is set to Clear. -->
              <xsl:when test="ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR'">
                <!-- Set the CASD Incident Status to Closed -->
                <status>CL</status>

                <!-- Add a CASD Activity log entry -->
                <logs>
                  <log>
                    <description>
                      <xsl:call-template name="getDescription">
                        <xsl:with-param name="message">Incident closed by Oracle                   Enterprise Manager CA Service Desk Connector</xsl:with-param>
                        <xsl:with-param name="addHref">false</xsl:with-param>
                      </xsl:call-template>
                    </description>
                  </log>
                </logs>
              </xsl:when>

              <xsl:otherwise>
                <!-- Add activity log entry with a standard update message since                    this is not a reopen.-->
                <logs>
                  <log>
                    <description>
                      <xsl:call-template name="getDescription">
                        <xsl:with-param name="message">Incident updated by Oracle                    Enterprise Manager CA Service Desk Connector</xsl:with-param>
                        <xsl:with-param name="addHref">false</xsl:with-param>
                      </xsl:call-template>
                    </description>
                  </log>
                </logs>
              </xsl:otherwise>
            </xsl:choose>
          </incident>
        </iwaveaf:update>
      </xsl:otherwise>
    </xsl:choose>
  </xsl:template>

  <xsl:template name="getDescription">
    <xsl:param name="message"/>
    <xsl:param name="addHref"/>

    <xsl:variable name="msg">
      <xsl:choose>
        <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:UpdatedAttributes) != ''">
<xsl:value-of select="$message"/> for change in attributes : <xsl:value-of select="ns0:SystemAttributes/ns0:UpdatedAttributes"/>
        </xsl:when>
        <xsl:otherwise>
<xsl:value-of select="$message"/>
        </xsl:otherwise>
      </xsl:choose>
    </xsl:variable>

<xsl:value-of select="$msg"/>.
-----------------------------------------------------------------------------------------
EM User: <xsl:value-of select="ns0:NotificationRuleOwner"/>

Incident Information:
<xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo"><xsl:text>&#xa;</xsl:text>    Source Name: <xsl:value-of select="./ns0:SourceObjInfo/ns0:ObjName" />
      <xsl:choose>
        <xsl:when test="normalize-space(./ns0:SourceObjInfo/ns0:ObjOwner) != ''">
    Source Owner: <xsl:value-of select="./ns0:SourceObjInfo/ns0:ObjOwner" />
        </xsl:when>
      </xsl:choose>
    Source Type: <xsl:value-of select="./ns0:SourceObjInfo/ns0:SourceObjType"/>
    Source SubType: <xsl:value-of select="./ns0:SourceObjInfo/ns0:SourceObjSubType"/>
    Target Name: <xsl:value-of select="./ns0:TargetInfo/ns0:TargetName"/>
    Target Type: <xsl:value-of select="./ns0:TargetInfo/ns0:TargetType"/>
    Target Type Label: <xsl:value-of select="./ns0:TargetInfo/ns0:TargetTypeLabel"/>
  <xsl:choose>
    <xsl:when test="$addHref = 'true' and ./ns0:TargetInfo/ns0:TargetURL != ''">
    Target URL: &lt;a href="<xsl:value-of select="./ns0:TargetInfo/ns0:TargetURL"/>" target="_blank"&gt;<xsl:value-of select="./ns0:TargetInfo/ns0:TargetURL"/>&lt;/a&gt;<xsl:text/>
    </xsl:when>
    <xsl:otherwise>
    Target URL: <xsl:value-of select="./ns0:TargetInfo/ns0:TargetURL"/>
    </xsl:otherwise>
  </xsl:choose>
  <xsl:if test="position() &lt; last()">
    <xsl:text>&#xa;</xsl:text>
  </xsl:if>
</xsl:for-each>
<xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty">
  <xsl:if test="position() = 1">
    <xsl:text>&#xa;&#xa;    Target Properties:&#xa;</xsl:text>
  </xsl:if>
  <xsl:text>        </xsl:text><xsl:value-of select="./ns0:Name"/>: <xsl:value-of select="./ns0:Value"/>
      <xsl:if test="position() &lt; last()">
        <xsl:text>&#xa;</xsl:text>
      </xsl:if>
    </xsl:for-each>
<!-- EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY, SUCH AS "Line of Business"
        <xsl:choose>
          <xsl:when test="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty/ns0:Name='Line of Business'">
            Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty/ns0:value"/>
          </xsl:when>
        </xsl:choose>
-->
    Severity: <xsl:value-of select="ns0:SystemAttributes/ns0:Severity"/>
    Priority: <xsl:value-of select="ns0:SystemAttributes/ns0:Priority" />
    CreationDate: <xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate"/>
    LastUpdatedDate: <xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate"/>
    Owner: <xsl:value-of select="ns0:SystemAttributes/ns0:Owner" />
    <xsl:choose>
      <xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
    Notification Rule: <xsl:value-of select="ns0:NotificationRuleName"/>
      </xsl:when>
    </xsl:choose>
    <xsl:choose>
      <xsl:when test="$addHref = 'true' and ns0:SystemAttributes/ns0:IncidentURL != ''">
    URL: &lt;a href="<xsl:value-of select="ns0:SystemAttributes/ns0:IncidentURL"/>" target="_blank"&gt;<xsl:value-of select="ns0:SystemAttributes/ns0:IncidentURL"/>&lt;/a&gt;<xsl:text/>
      </xsl:when>
      <xsl:otherwise>
    URL: <xsl:value-of select="ns0:SystemAttributes/ns0:IncidentURL"/>
      </xsl:otherwise>
    </xsl:choose>

    EM Incident Status: <xsl:value-of select="ns0:SystemAttributes/ns0:ResolutionState"/>
    EM Acknowledge: <xsl:value-of select="ns0:SystemAttributes/ns0:Acknowledge"/>
    EM Auto Close: <xsl:value-of select="ns0:SystemAttributes/ns0:AutoClose"/>
    EM Escalation Level: <xsl:value-of select="ns0:SystemAttributes/ns0:EscalationLevel"/>

    <xsl:for-each select="ns0:SystemAttributes/ns0:AdditionalDetails">
      <xsl:text>&#xa;    </xsl:text><xsl:value-of select="./ns0:VariableName"/>: <xsl:value-of select="./ns0:VariableValue"/>
    </xsl:for-each>
  </xsl:template>

</xsl:stylesheet>

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can create custom templates tailored to your environment. To do this, Oracle recommends that you use one of the existing templates as the base template.

To create a custom template:

Export the default template XSLT files from Enterprise Manager to use as a baseline. Follow the instructions in Exporting the Ticket Template Files to obtain copies of the default template files.

Determine which file you want to use as a baseline and copy the file to a new file with a different name.

Make the desired mapping changes to the new template file. See Modifying Ticket Templates for information on mapping changes.

Register the new template with Enterprise Manager as specified in Adding Ticket Templates.

Modifying Ticket Templates

The templates are highly customizable. However, 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 incidents. You can have as many tickets templates as desired. One notification rule can have only one ticket template.

Generally, when you modify the ticket template, you might only be changing the existing mappings. The following examples illustrate this concept.

Example 5-2 Creating a Template to Set the Urgency Element

By default, the Urgency field is not set whenever an incident is created in Service Desk. Both out-of-box templates have an Urgency element commented out that you can use to set the Urgency field.

To create a template to set the Urgency to Soon, copy one of the default templates to a new file. Edit the new file and uncomment the Urgency element in the template, setting the contents to 2-Soon as shown below. Register the new ticket template. The template is now ready to use in notification rules or as a template for manual ticket creation.

<urgency>2-Soon</urgency>

Example 5-3 Altering the Message Type

If you only want the alert message to appear as ticket summary instead of both message and severity, copy one of the default templates to a new file, modify the following attribute and register:

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

Exporting the Ticket Template Files

The connector installation jar file is included in the Self Update archive that was installed in Installing the Connector.

To extract the installation file:

Determine the command required to export the adapter installation file. To do this, perform the following steps:

From the Setup menu in the Enterprise Manager console, select Extensibility, then Self Update.

Click on the Management Connector link.

Click on the CASD connector and then select Export from the Actions list.

A pop-up window appears with the command required to export the file. Figure 5-1 shows an example of the window.

Figure 5-1 Export Command Example

Open a command window on the Management Server host system and navigate to a temporary directory where you can copy the file.

Log into EM CLI using the following command. You are asked to provide the password information for the sysman account.

emcli login -username=sysman

EM CLI must be executed from the OMS host. See the Oracle Enterprise Manager Command Line Interface for information about setting up EM CLI.

Run the EM CLI export_update command from your system, changing <dirname> to the full path of the temporary directory.

This creates a zip file. The file name is comprised of the id value specified in the export_update command with a .zip extension. In the example command in Figure 5-1, the zip file name would be:

E9F684312AE7A18E98340715D079E58D.zip

Extract the adapter installation jar file from the zip file using the following command:

unzip *.zip archives/*connector.jar

Extract the templates from the connector jar file using the following command:

$JAVA_HOME/bin/jar xf archives/*.jar templates

Note:

If the system where the connector file is located does not have the JDK installed, you cannot extract the jar file contents. You must copy the jar file to a system that has the JDK installed and transfer the template files after they have been extracted.

Adding Ticket Templates

If you want to create a custom template, you need to add ticket templates before they are recognized in Enterprise Manager. For each new custom template, 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.xsl> -repos_pwd <reposPassword>
-cname <connectorName> -iname <internalName>
-tname <templateName> -ttype 2 [-d <description>]

Where —

<template.xsl> is the full path name of the template file.

<reposPassword> is the Enterprise Manager root (SYSMAN) password.

<connectorName> is the name of the connector instance installed in step 3 of Creating a Connector Instance.

<internalName> is the internal name to use for the template.

<templateName> is the name to display for the template.

<description> is the description of the template.

For example, the following command adds a new outbound template (newTemplate.xsl) for the connector instance:

emctl register_template connector
-t /home/oracle/custom_templates/template.xml
-repos_pwd sysmanpass
-cname "CASD Connector Instance"
-iname "newTemplate"
-tname "New Template"
-ttype 2
-d "Demo template"

6 Troubleshooting the Connector

This chapter provides information to assist you in troubleshooting integration issues with the CA Service Desk Connector. The connector cannot function unless the appropriate components have been installed and configured.

This chapter discusses the following topics:

Diagnosing the Problem

Troubleshooting Adapter Startup Errors

JVM Errors

Troubleshooting Adapter Operations Errors

Errors to Check

Before you start the troubleshooting process, ensure that you have done the following:

Installed the CA Service Desk Connector as specified in Installing the Connector.

Installed and tested the CASD Adapter as specified in Installing the Adapter.

Configured the CA Service Desk Connector as specified in Configuring the Connector.

Set up one or more notification rules as specified step 4 of Automatically Creating a Ticket.

If all the actions above have been completed and the connector is not working, perform the steps in Diagnosing the Problem.

Diagnosing the Problem

To diagnose the problem:

Verify that the CASD Adapter has been successfully started and the WSDL for the CASD Adapter can be accessed from the system where the CASD Adapter is installed. Perform the following steps to do this:

Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Appendix A to determine the URL used by the CASD adapter.

Note:

If the adapter does not successfully complete the startup, see Troubleshooting Adapter Startup Errors to diagnose the problem.

Open a browser and paste the URL from the previous step in the address window. Append ?WSDL to the end of the URL and attempt to load the URL.

The WSDL should be loaded if the Adapter is operational.

Note:

A WSDL is an XML file that describes the web service.

Verify that the WSDL for the CASD Adapter can be accessed from the system where the Enterprise Manager server is installed.

Open a browser at the Enterprise Manager server and copy the URL from step 1-b above to the address window. The host name for the URL will be localhost. Change localhost to the actual host name or IP address of the system where the CASD Adapter is installed. If you specify a host name, make sure that the host name is recognized at the Enterprise Manager server system. This can be done using the ping command.

For example, if the CASD Adapter is installed on the server with a host name of SDServer01 and the URL listed in framework.log is:

http://localhost:8082/services/causd/IncidentService

The URL used at the Enterprise Manager server system would be:

http://SDServer01:8082/services/causd/IncidentService

Attempt to load the WSDL by appending ?WSDL at the end of the URL. If the WSDL cannot be loaded, either the host name is not recognized at the Enterprise Manager system or there is a connectivity issue between the two systems. If you specified a host name, try using the IP address instead of the host name in the URL. If it still does not load, you have a connectivity problem. You will need to consult with your IT department to resolve this issue.

Verify that the CA Service Desk Connector specifies the correct URL for the createTicket, getTicket, and updateTicket operations.

Log into the Oracle Enterprise Manager console with an account that has Super Administrator permissions.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears, which shows the installed connectors.

Click on the Configure icon associated with the CA Service Desk Connector. This invokes edit mode, enabling you to configure the connector.

Verify that the URL identified in step 2-b is specified for all three operations (createTicket, getTicket, and updateTicket). If any of the operations are incorrect, change to the correct URL.

Note:

Do not append the WSDL to the end of the URL that is specified here.

Enter a valid ticket number in the Ticket Number field and click OK.

If everything is set up correctly, you will see the message Connection test succeeded. The configuration was saved.

If there is an error in step 3f, there is likely a configuration error in the CASD Adapter. See the section entitled Troubleshooting Adapter Operations Errors for information on diagnosing errors.

Troubleshooting Adapter Startup Errors

To identify the cause of a startup failure, navigate to the adapters/log directory in the CASD Adapter installation directory and open the framework.log file in a text editor. Search for Exception to find any errors in the file. If the file does not exist, it indicates that there is a problem locating or executing the JVM. See JVM Errors for information about resolving JVM issues.

Listed below are some possible Exceptions, an explanation of the root cause, and a description of the solution.

java.net.BindException: Address already in use: bind

This error indicates that the adapter could not start because of a port conflict. There are two possible causes for this error.

Another application is using a port that the Adapter is configured to use. If the adapter is configured to use SSL, the port number is 8443. If it is not configured to use SSL, the port number is 8082.

There are two possible solutions to this. You can change the other application to use a different port, or you can change the CASD Adapter to use a different port. To change the Adapter to use a different port, see "Changing the Default Adapter Port" in Appendix A.

There is an instance of the Adapter already running. If this is the case, no change is required. You should only run one instance of the Adapter at a time.

org.springframework.beans.factory.BeanInitializationException: Could not load properties; nested exception is java.io.FileNotFoundException: … framework.properties (Permission denied)

This error indicates that the adapter could not start because the permissions on the framework.properties file in the conf directory were not set correctly.

To solve the problem, change the permissions to give the account or group under which the CASD Adapter runs read and execute permissions.

For any other startup errors, consult with Oracle Support.

JVM Errors

The CASD Adapter requires version 1.6 of the JVM. If multiple versions of the JVM are installed on the system, it is possible that an older version of the JVM is being executed whenever the Adapter starts.

On UNIX systems, the JAVA_HOME environment variable must be set to the directory where Java 1.6 is installed in the shell where the adapter is started. To properly start the adapter on a UNIX platform, perform the following:

Set the JAVA_HOME environment variable to the Java 1.6 installation directory.

Navigate to the adapters/bin sub-directory in the Adapter installation directory.

Execute the ./service.sh start command.

On Windows systems, perform the following to insure that Java 1.6 is used when starting the adapter.

Navigate to the adapters/bin sub-directory in the Adapter installation directory.

Run the iWaveAdaptersw.exe executable.

Click on the Java tab.

Make sure that the Use Default check box is not checked.

In the Java Virtual system box, specify the path to the jvm.dll file in the Java 1.6 installation directory.

Click OK.

Troubleshooting Adapter Operations Errors

Perform the following diagnostic steps if tickets are not being generated or updated as expected in CA Service Desk.

Verify that the incident that was triggered is referenced in a notification rule that specifies one of the CA Service Desk Ticketing Templates.

Determine the error that Enterprise Manager has reported.

To do this, you need to examine the log file for errors. Perform the following steps to locate errors in the log file:

Open the emoms_pbs.trc file in a text editor. The file is located in the log directory at the following location:

<EM_INSTANCE_BASE>/em/<OMS_NAME>/sysman/log/

... where <EM_INSTANCE_BASE> is the OMS instance base directory. By default, the OMS instance base directory is gc_inst, which is present under the parent directory of the Oracle middleware home.

For example, if the Oracle Middleware Home is:

/u01/app/Oracle/Middleware

... the instance base directory is:

/u01/app/Oracle/Middleware/gc_inst

... and the log and trace files are available in the following directory path:

/u01/app/Oracle/Middleware/gc_inst/em/EMGC_OMS1/sysman/log/

Go to the bottom of the file and search backwards for "Caused by." Lines that start with "Caused by" contain error information. The error information appears after the text in the line that reads:

"oracle.sysman.emSDK.webservices.outbound.WSInvokeException: caught WebServiceException :"

Diagnose the problem based on the error information. See Errors to Check for information on troubleshooting common error events.

Errors to Check

This section provides cause and solution information on troubleshooting common errors reported by Enterprise Manager. Find the heading that matches your error and follow the instructions for diagnosing and correcting the problem.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Cause : The SSL handshake between the Oracle Enterprise Manager Connector Framework and the CASD Adapter failed. This failure occurs because Oracle Enterprise Manager is not configured correctly with the SSL certificate for the CASD Adapter. The SSL certificate the CASD Adapter uses must be imported into the Enterprise Manager keystore. The certificate is either missing from the keystore or does not match the SSL certificate provided by the CASD Adapter.

Solution : Verify that the CASD adapter has a valid SSL certificate, and that the certificate has been imported into the Enterprise Manager keystore.

The following instructions explain how to set up a certificate in the adapter and import the certificate into the Enterprise Manager keystore:

Install an SSL certificate in the adapter keystore. You must either install a self-signed certificate or install a certificate obtained from a Certificate Authority (CA).

To install a self-signed certificate, perform the steps specified in Installing a Self-Signed Certificate.

To install a certificate from a CA, perform the steps specified in Installing a Certificate from a Certificate Authority.

Restart the CASD adapter.

Import the SSL certificate from the adapter keystore into the Enterprise Manager keystore as documented in Importing the Adapter Certificate into Enterprise Manager.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Bad response: 404 Not Found from url

Cause : The port number or the path in the URL is incorrect.

Solution : Perform the following steps to correct the URL:

Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Appendix A to determine the URL used by the CASD adapter.

Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears.

Click on the name of the CA Service Desk Connector.

This invokes edit mode, enabling you to configure the connector.

Change the URL for the createTicket, getTicket, and updateTicket operations to the URL identified in step 0.

Click OK.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection refused

Cause : The host name/IP Address specified in the URL is valid, but not the system where CASD adapter is installed, or the CASD Adapter is down.

Solution : Verify that the host name/IP address configured for the connector is correct:

Determine the host name/IP address of the system where the CASD Adapter is installed.

Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears.

Click on the name of the CA Service Desk Connector.

This invokes edit mode, enabling you to configure the connector.

Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.

If the host name/IP address is incorrect, correct the URL and click OK.

If the host name/IP Address is correct, perform the following steps to check the status of the adapter and start it if necessary.

If the CASD Adapter is installed on a Unix system:

Open a command terminal on the system where the CASD Adapter is installed.

Change the working directory to the adapters/bin directory in the CASD Adapter installation directory.

Enter the following command:

./service.sh status

If the command indicates that the service is not running, enter the following command:

./service.sh start

If the CASD Adapter is installed on a Windows system:

Open a command terminal on the system where the CASD Adapter is installed.

Change the working directory to the adapters/log directory in the CASD Adapter installation directory.

Open the framework.log file in a text editor.

Go to the bottom of the file and search backwards for the string iWave Adapter Framework. If the last occurrence found is iWave Adapter Framework Started, this indicates that the web service is started.

If the web service is not started, start the web service based on how the web service is installed.

If it is installed as a standalone application, change the working directory to the adapters/bin directory and run the startAdapters.bat command file.

If it is installed as a Windows service, enter the net start iWaveAdapters command.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection timed out

Cause : A firewall is blocking access to the system where the CASD adapter is installed.

Solution : Contact your IT department to give Enterprise Manager access to the port the CASD adapter uses. Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Appendix A to determine the URL used by the CASD adapter. The port number specified in the URL is the port number the IT department should open in the firewall.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: hostname

Cause : The system does not recognize the host name specified in the URL.

Solution : You can use the following options to address this issue:

Coordinate with the system administrator to change the system configuration to recognize the host name.

Specify the IP address in the URL instead of the host name. To do this, perform the following steps:

Determine the IP address of the system where the CASD Adapter is installed.

Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears.

Click on the name of the CA Service Desk Connector.

This invokes edit mode, enabling you to configure the connector.

Change the host name to the IP address in the URL specified for the createTicket, getTicket, and updateTicket operations.

Click OK.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: No route to host

Cause : The IP address specified in the URL is invalid, or the network is down.

Solution : Verify that the host name/IP address configured for the connector is correct:

Determine the IP address of the system where the CASD Adapter is installed.

Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears.

Click on the name of the CA Service Desk Connector.

This invokes edit mode, enabling you to configure the connector.

Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.

If the host name/IP address is incorrect, provide the correct values and click OK.

If the URLs specify a host name, be sure that the host name resolves to the correct IP address. To determine the IP address of the host name, issue the ping <hostname> command, where <hostname> is the actual host name. This lists the IP address that was resolved for the host name. If this is incorrect, the system administrator needs to investigate why it is incorrect.

If the ping fails, the system administrator needs to investigate why there is no connectivity.

javax.xml.ws.soap.SOAPFaultException: Could not send Message.

Cause : The CASD Adapter could not connect to the CA Service Desk Server for one of the following reasons:

The host name/IP address specified for the CA Service Desk Server is incorrect

The port number specified for the CA Service Desk Server is incorrect

The CA Service Desk Server is down

Solution : Perform the following steps to determine and correct the root cause of the problem:

Verify that the CA Service Desk Server is up. If it is not up, start the server.

Verify that the host name/IP address and the port number configured for the CA Service Desk Server are correct. Perform the following steps to determine the host name/IP address and port number configured for the CA Service Desk Server:

Navigate to the adapters/conf directory in the CASD Adapter installation directory.

Make a backup copy of the framework.properties file.

Open the framework.properties file in a text editor.

Search for the causd.webservice.endpoint.r11 property. This is the URL that is used to connect to the CA Service Desk Server.

The host name/IP address and port number should be specified in the URL.

Verify that the information is correct. If it is not correct, change the incorrect information and save the file.

If the framework.properties file was modified, the CASD Adapter must be restarted to pick up the configuration change.

Error - invalid login name

Cause : The web service could not access the CA Service Desk Server because the user name specified for the CAUSD account is incorrect.

Solution : Perform the following steps to change the user name for accessing the CA Service Desk Server.

Navigate to the adapters/conf directory in the CASD Adapter installation directory.

Make a backup copy of the framework.properties file.

Enter the following command to change the user name, where <username> is the new user name to specify:

..\bin\propertiesEditor.bat -e causd.username=<username> framework.properties

The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

Restart the CASD Adapter.

Error - invalid login password

Cause : The web service could not access the CA Service Desk Server because the password specified for the CAUSD account is incorrect.

Solution : Perform the following steps to change the password for accessing the CA Service Desk Server.

Navigate to the adapters/conf directory in the CASD Adapter installation directory.

Make a backup copy of the framework.properties file.

Enter the following command to change the password, where <password> is the new password to specify:

..\bin\propertiesEditor.bat -e causd.password=<password> framework.properties

The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

Restart the CASD Adapter.

AHD03301: This operation requires Function Access for Requests equal to View or Modify

Cause : The web service could not access the CA Service Desk Server because the account specified does not have sufficient permissions.

Solution : There are two options to correct this problem. One option is to change the account permissions in CA Service Desk to allow the account to create/update incidents. The other option is to specify a different account that has the appropriate permissions. Perform the following steps to change the account for accessing the CA Service Desk Server.

Navigate to the adapters/conf directory in the CASD Adapter installation directory.

Make a backup copy of the framework.properties file.

Enter the following command to change the user name and password, where <username> is the new user name to specify, and <password> is the password for the new user:

..\bin\propertiesEditor.bat -e causd.username=<username> -e causd.password=<password> framework.properties

The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

Restart the CASD Adapter.

7 Enabling SSL for HTTPS

This chapter provides the following procedures for configuring the CASD connector to use the HTTPS protocol:

Installing a Self-Signed Certificate

Installing a Certificate from a Certificate Authority

Importing the Adapter Certificate into Enterprise Manager

Installing a Self-Signed Certificate

To generate and install a self-signed SSL certificate for the CASD adapter:

Open a command prompt window and change the working directory to the adapters/conf directory in the CASD adapter installation directory.

Execute the following command to delete the default SSL entry for the CASD adapter.

Unix:

$JAVA_HOME/bin/keytool -delete -alias iwave -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Windows:

"%JAVA_HOME%\bin\keytool" -delete -alias iwave -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Enter the following command to generate a new certificate and place it in the adapter keystore. You will need to replace <hostname> with the host name or IP address of the system where the CASD adapter is installed.

Unix:

$JAVA_HOME/bin/keytool -genkey -alias iwave -keyalg RSA -keysize 1024 -dname "CN=<hostname>, OU=Development, O=iWave Software, L=Frisco, ST=TX, C=US" -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Windows:

"%JAVA_HOME%\bin\keytool" -genkey -alias iwave -keyalg RSA -keysize 1024 -dname "CN=<hostname>, OU=Development, O=iWave Software, L=Frisco, ST=TX, C=US" -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Installing a Certificate from a Certificate Authority

To request and install a signed SSL certificate for the CASD adapter:

Request a certificate for the CASD adapter from a Certificate Authority, such as VeriSign.

Note:

In the certificate request, make sure to specify the host name or IP address of the system where the CASD adapter is installed. The host name in the certificate must match the host name or IP address the adapter uses. If they do not match, the adapter cannot function.

After you obtain the certificate from the Certificate Authority, perform the following steps to install the certificate:

Open a command prompt window and change the working directory to the adapters/conf directory in the CASD adapter installation directory.

Enter the following command to install the certificate, where <certificateFile> is the full path name of the file provided by the Certificate Authority:

Unix:

$JAVA_HOME/bin/keytool -importcert -alias iwave -file <certificateFile> -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Windows:

"%JAVA_HOME%\bin\keytool" -importcert -alias iwave -file <certificateFile> -keypass iwavepw -storepass iwavepw -keystore keystore.jks

Importing the Adapter Certificate into Enterprise Manager

To import the adapter SSL certificate into the Enterprise Manager keystore:

Open a command prompt window and change the working directory to the adapters/conf directory in the CASD adapter installation directory.

Enter the following command to extract the SSL certificate from the CASD adapter keystore and place it in the CASDws.cer certificate file:

Unix:

$JAVA_HOME/bin/keytool -exportcert -rfc -alias iwave -file CASDws.cer -keystore keystore.jks -storepass iwavepw

Windows:

"%JAVA_HOME%\bin\keytool" -exportcert -rfc -alias iwave -file CASDws.cer -keystore keystore.jks -storepass iwavepw

Transfer the certificate file CASDws.cer to the system where Enterprise Manager is installed.

Append the contents of the CASDws.cer file to:

$INSTANCE_HOME/sysman/config/b64LocalCertificate.txt

Only append the following lines 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 by entering 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, repeat steps 4 and 5 to make sure the external certificate exists in the b64certificate.txt file.

8 Customizing Support Ticketing Inbound Operations

Ticketing Inbound is a new feature added in Enterprise Manager 12c. This feature synchronizes the ticket status between Service Desk and Enterprise Manager.

When a ticket or incident created by Enterprise Manager is updated manually at the Service Desk console, the new ticket status is updated in Enterprise Manager. The update at the Service Desk console triggers a notification method that calls the EM CLI utility to send the new status to Enterprise Manager.

This chapter provides the following procedures to set up the ticketing inbound feature:

Adding a Custom Field to CASD

Setting Up EM CLI

Installing the Notification Script

Setting up Status Notification

Exporting the Notification Script Files

Adding a Custom Field to CASD

This section provides instructions to add a custom field to the CASD database schema to contain the Enterprise Manager connector identifier information. The identifier must be stored with the incident, because it is a required value that must be supplied when status updates are sent to Enterprise Manager.

To add the custom field:

Start the Web Screen Painter and log in using an account that has permission to update database schemas.

Select Tools from the menu, then Schema Designer.

The Schema Designer window appears.

Scroll down through the list of tables, right-click on cr (Request), and select Add Column.

The Add New Column pop-up appears, as shown in Figure 8-1.

Figure 8-1 Add New Column Window

Enter a column name of _em_connector_id and click OK.

A form appears that contains the new column information.

Set the Field Type to STRING and the String Length to 32. You can also optionally add a description.

Click Save after you have entered the information.

Figure 8-2 shows an example of a completed form.

Figure 8-2 Example of New Column Input

From the File menu, click Save and Publish.

Click Yes on the confirmation window when it appears.

Click OK on the informational window when it appears.

Stop the CA Server.

Run the pdm_publish utility to publish the changes to the CA Server.

Start the CA Server.

Setting Up EM CLI

Install the Enterprise Manager EM CLI Client on the system where the CA Server is installed. The EM CLI Client will need to be able to communicate with your OMS.

To install the Enterprise Manager EM CLI Client:

Log into the Enterprise Manager console.

From the Setup menu, select My Preferences, then Command Line Interface.

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

At the CASD server, set your JAVA_HOME environment variable and ensure that it is part of your PATH. You must be running Java 1.6.0_25 or greater. For example:

setenv JAVA_HOME /usr/local/packages/j2sdk1.6.0_2
setenv PATH $JAVA_HOME/bin:$PATH

Install the EM CLI Client on the CASD server. You can install the client portion of EM CLI in any directory using the following command, where <emcli_dir> is the installation directory:

java -jar emclikit.jar client -install_dir=<emcli_dir>

Open a window using the account that runs the CA Server. On a Windows system, this should be the System account.

To open a window running the System account, run the following command with <time> being 1 minute in the future. At the time specified, a window opens at the system console running under the context of the System account.

at <time> /interactive cmd.exe

Run the following command to configure the EM CLI Client to connect to OMS, where <hostname> is the host name or IP address where the OMS server is located, and <sysman_pwd> is the password for the sysman account in OMS:

<emcli_dir>\emcli setup -url=https://<hostname>:7801/em -username=sysman -password=<sysman_pwd>

Run the following command to synchronize the EM CLI Client with OMS:

<emcli_dir>\emcli sync

Installing the Notification Script

CASD calls the notification script whenever a status change occurs to call the EM CLI Client to send the status update to OMS. The script that is used depends on the platform of the CASD Server. On Windows platforms, the notification script is named lferun.cmd, and on Unix platforms the script is named lferun.sh. On Windows platforms, the lferun.exe and send2em.cmd files are also required.

All of the files are packaged in the casd_notification.zip file. Obtain a copy of this file from the Management Server host system as specified in Exporting the Notification Script Files. To install the files, copy and unzip the casd_notification.zip file into any directory on the CASD Server system.

The following sections explain how to set up the scripts based on platform.

Windows Platforms

Open the lferun.cmd file with a text editor. Set the NOTIF_DIR variable to the full path of the notification script, and then save the file.

Open the send2em.cmd file with a text editor. Set the EMCLI_DIR variable to the full path of the installation directory for the EM CLI Client, and then save the file.

Unix Platforms

Open the lferun.sh file with a text editor. Set the EMCLI_DIR variable to the full path of the installation directory for the EM CLI Client, and then save the file.

Execute the following command to change the permissions on the script file:

chmod 755 ./lferun.sh

Setting up Status Notification

To configure CASD to call the notification script:

Log into the CASD console with an account that has Administrative permissions.

Click on the Administration tab and expand Notifications.

Click on Notification Methods, then click on Create New.

The Create New Notification Method window appears.

Enter information in the fields as shown in Figure 8-3. The path in the Notification Method field should be the path where the notification script is installed.

Note:

On Windows platforms, you must use double backslashes to separate directory names in the path.

Figure 8-3 Create New Notification Method Window

Click Save.

Click on Notification Rules, then click on Create New.

The Create New Notification Rule window appears.

Enter information in the fields as shown in Figure 8-4, then click Save & Continue.

Figure 8-4 Create New Notification Rule Window

Select a Message Template of Default Update Status message template for request/incident/problem or any other appropriate template.

Note:

It is imperative that the template selected has the Auto Notification set to Yes. If the template you want to use does not have it set to Yes, edit the template and check the Auto Notification check box.

Click on the Contacts tab, then click on Update Contacts.

The Contact Search window appears.

Enter information for the account the CASD adapter uses exclusively, and click Search to retrieve the contact information.

Click on the account name in the left column, click on the >> button to move it to the right column, then click OK.

Click Save to save the new notification rule.

Click on Activity Notifications and find Update Status in the Activity Notification List. See Figure 8-5 for an example of the Activity Notification List.

Figure 8-5 Activity Notification List

Click on Update Status, then click Edit.

The Update Status Activity Notification Detail window appears.

Click on Update Notification Rules.

The Notification Rules Search window appears.

Enter OracleEM Notify in the Symbol field and click Search.

Click on OracleEM Notify in the left column, click the >> button to move it to the right column, then click OK.

The Update Status Activity Notification Detail window should appear.

Exporting the Notification Script Files

The notification script files are included in the Self Update archive that was installed in Installing the Connector.

To extract the script files:

Determine the command required to export the archive files. To do this, perform the following steps:

From the Setup menu, select Extensibility, then Self Update.

Click on the Management Connector link in the Type column.

The CASD connectors appear in the list with a status of Available.

Click on the CASD connector, then select Export from the Actions list.

A pop-up window, like the example shown in Figure 8-6, appears with the command required to export the file.

Figure 8-6 Export Command Example

Open a command window on the Management Server host system and navigate to a temporary directory where you can copy and unzip the file.

Log into EM CLI using the following command. You will be asked to provide the password information for the sysman account.

emcli login -username=sysman

Run the EM CLI export_update command from your system, changing <dirname> to the full path of the temporary directory.

This action creates a zip file. The file name is comprised of the id value you specify in the export_update command with a .zip extension. In the example command in Figure 8-6, the zip file name would be:

E9F684312AE7A18E98340715D079E58D.zip

Extract the adapter installation jar file from the zip file using the following command:

unzip *.zip archives/casd_notification.zip

A Connector Tips

This appendix provides the following tips that might help you to use CA Service Desk Connector more effectively:

Recommended Protocol

Supported Alerts

Changing the Default Adapter Port

Using the Correct URL for CASD Adapter Operations

Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and the CASD Adapter. 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

Changing the Default Adapter Port

In most cases, you can use the default port numbers that the CASD Adapter uses. However, if there are any conflicts with existing applications, you need to change the port numbers.

8082 is the default port number for HTTP communication, and 8443 is the default port for HTTPS communication. To change the port number, perform the following steps on the system where the CASD Adapter is installed. Replace the <dir> in this example with the directory where the adapter is installed.

Open a command prompt window and change the working directory to:

<dir>/adapters/conf

Make a backup copy of the framework.properties file.

Enter the following commands to configure the adapter to use a different port, where <prot> is the protocol (HTTP or HTTPS) and <newPort> is the new port number:

..\bin\propertiesEditor.bat -p services.url=<prot>://localhost:<newPort>/services framework.properties

..\bin\propertiesEditor.bat -p notification.url=<prot>://localhost:<newPort>/services/notification framework.properties

..\bin\propertiesEditor.bat -p acquisitionevent.url=<prot>://localhost:<newPort>/services/acquisition-event framework.properties

The propertiesEditor.bat script is intended specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

If the protocol being used is HTTPS, additional changes are required. Perform the following steps to complete the additional requirements.

Copy the framework.xml file from the <dir>/adapters/endpoints/ca-usd directory to the <dir>/adapters/conf directory.

Open the framework.xml file in the adapters/conf directory with a text editor.

Change port 8443 to the new port number and save the file.

Change the working directory to ../bin.

Enter the following command to restart the CASD Adapter.

If the web service is installed on a Unix system:

./service.sh restart

If the web service is installed on a Windows system as a standalone application, close the window where the adapter was running, then run:

startAdapters.bat

If the web service is installed on a Windows system as a Windows service, enter the following commands:

net stop iWaveAdapters

net start iWaveAdapters

Perform the following steps to change the URL the CA Service Desk connector is using:

Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

The Management Connectors page appears.

Click on the name of the CA Service Desk connector.

This invokes edit mode, enabling you to configure the connector.

Change the URLs listed in the Web Service End Points section to use the new port number.

Click OK.

Using the Correct URL for CASD Adapter Operations

Perform the following steps to identify and configure the connector to use the correct URL for CASD Adapter operations.

Open a command terminal on the system where the CASD Adapter is installed.

Change the working directory to the adapters/log directory in the CASD Adapter installation directory.

Open the framework.log file in a text editor.

Go to the bottom of the file and search backwards for the string iWave Adapter Framework Started. This indicates that the adapter was successfully started.

Note:

If the string is not in the file, the log file might have exceeded the maximum size and rolled over. Restart the adapter and wait for it to complete the startup process. The adapter adds a line that contains iWave Adapter Framework Started when it has successfully started.

Go to the bottom of the framework.log file and search backwards for the string "Setting the server's publish address to be." Continue searching backwards until the URL that contains /IncidentService is found. This is the URL that should be specified when configuring the connector for the createTicket, getTicket, and updateTicket operations.

B Third-Party Product License Information

This section includes third-party license information for certain third-party products that are part of CA Service Desk Connector, Release 1.0.5.1.0. Oracle acknowledges that the following third-party proprietary and open source software are used in the provided programs covered by this documentation.

JDOM 1.0

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AspectJ 1.6.1

Information:

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All past Contributors to the AspectJ disclaim all warranties and conditions, express and implied, including warranties or conditions of title and non-infringement, and implied warranties or conditions of merchantability and fitness for a particular purpose. In addition, such Contributors are not liable for any damages, including direct, indirect, special, incidental and consequential damages, such as lost profits.

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