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