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Oracle® Enterprise Manager Configuration Guide for BMC Remedy Service Desk 7 Connector
Release 12.1.0.2.0
Part Number E25440-06
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Contents
List of Examples
List of Figures
List of Tables
Title and Copyright Information
Preface
Audience
Documentation Accessibility
Related Documents
Conventions
1
Introduction to the Connector
Versions Supported
Ticket Generation Contents
Auto Ticketing
Manual Ticketing
Ticket Templates
Grace Period
Retry
Ticket Status Changes
Recommended Protocol
2
Creating and Configuring the Connector
Prerequisites
Installing the Definition Files
Import Steps for AR Server 7.1
Import Steps for AR Server 7.5
Displaying the New Objects
Forms Customization
Forms Customization for AR Server 7.1
Forms Customization for AR Server 7.5
Web Services Customization
Web Services Customization For AR Server 7.1
Web Services Customization For AR Server 7.5
Creating a Connector Instance
Configuring the Connector
Enabling or Disabling the Connector
Providing General Settings
Connection Settings
Web Console Settings
Grace Period
Retry
Working with Ticket Templates
Adding Ticket Templates
Viewing Template Code
Removing a Template
Editing Templates
Restoring Templates
Deleting the Connector
3
Creating Remedy Tickets
Automatically Creating a Ticket
Manually Creating a Ticket
4
Using Default Templates
Template Process
Ensuring Web Services for Default Templates
Reading Ticket Templates
Customizing Ticket Templates
Defining New Templates
5
Enabling SSL for HTTPS
Generating a Certificate Request File
Importing the Certificate from the Certificate Authority
Importing the Server Certificate on Enterprise Manager
6
Advanced Ticketing Configuration
Customizing to Support a Ticketing Inbound Operation
Steps to Set Up EM CLI
ActiveLinks Customization
ActiveLinks Customization for Remedy 7.1
ActiveLinks Customization for Remedy 7.5
Index
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