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
• Prerequisites

2 Installing and Uninstalling the Connector

• Installing the Connector
• Uninstalling the Connector

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
• Working with Ticket Templates
  • Adding Ticket Templates
  • Viewing Template Code
  • Removing a Template
  • Editing Templates
  • Restoring Templates
• Configuring the HP Service Manager Web Console
• Navigating Between Enterprise Manager and HP Service Manager
  • Navigating from Enterprise Manager to HP Service Manager
  • Navigating from HP Service Manager to Enterprise Manager

4 Creating Service Manager Tickets

• Automatically Creating a Ticket
• Manually Creating a Ticket
• Post-creation Advisory Information

5 Using Out-of-Box Templates

• Out-of-Box HP Service Manager Templates
• Reading and Mapping Ticket Templates
  • Service_Manager_7.0_Default_Incident.xsl - Create
  • Service_Manager_7.0_Default_Incident.xsl - Update
  • Service_Manager_7.0_Default_Incident_AutoClose.xsl - Create
  • Service Manager_7.0_Default_Incident_AutoClose.xsl - Update
  • Service Manager_7.1_Default_Incident.xsl - Create
  • Service Manager_7.1_Default_Incident.xsl - Update
  • Service Manager_7.1_Default_Incident_AutoClose.xsl - Create
  • Service Manager_7.1_Default_Incident_AutoClose.xsl - Update
  • Formatted Enterprise Manager Incident Contents
  • Severity Mapping
• Customizing Ticket Templates
• Exporting the Ticketing Template Files
• Modifying Ticket Templates
• Custom Template Examples
  • Example 1
  • Example 2

6 Customizing Support Ticketing Inbound Operations

• Adding a Custom Field to HPSM
• Setting Up EM CLI
• Exporting the Notification Script Files
• Setting Up the Notification Script

A Enabling SSL for HTTPS

• Generating and Importing a Certificate Request
• Installing and Configuring SSL
• Importing the Adapter Certificate into Enterprise Manager

B Preventing HP Service Manager Update Issues

C Enterprise Manager Incident Format

D HP Service Manager WSDL Format

E Enterprise Manager Incident Examples

• Create Example
• Update Example
• Clear Example
• Reopen Example

Index