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Oracle® Enterprise Manager Connectors Installation and Configuration Guide
10
g
Release 4 (10.2.0.4)
Part Number E10323-06
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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
Installing and Configuring the Microsoft Operations Manager Connector
Introduction to the MOM Connector
Prerequisites
Installing and Uninstalling the MOM Connector
Re-registering Removed Connectors
Configuring the MOM Connector
General Settings
Creating Additional Target Instances
Response Status of Targets
Sending Enterprise Manager Alerts to MOM
Prerequisites
Configuring Rules to Send Alerts
Migrating from 10.2.0.3 to 10.2.0.4
Receiving MOM Alerts in Enterprise Manager
Prerequisites
Forwarding Alerts to Enterprise Manager
How Enterprise Manager Responds
Enabling SSL for HTTPS
Generating a Certificate Request File
Using the Certificate from the Certificate Authority
Adding Signed Certificates to Wallet Manager
MOM Connector Tips
2
Installing and Configuring the Remedy Help Desk 6 Connector
Introduction to the Remedy Connector
Auto Ticketing
Manual Ticketing
Ticket Templates
Grace Period
Prerequisites
Installing and Uninstalling the Remedy Connector
Configuring the Remedy Connector
General Settings
Connection Settings
Web Console Settings
Grace Period
Working with Ticket Templates
Registering Ticket Templates
Viewing Template Code
Removing a Template
Replacing Templates
Adding New Templates
Re-registering Removed Connectors
Creating Remedy Trouble Tickets
Automatically Creating a Trouble Ticket
Manually Creating a Trouble Ticket
Navigating Between Remedy and Enterprise Manager
Navigating from Remedy to Enterprise Manager
Navigating from the Enterprise Manager to Remedy
Out-of-Box Templates
Reading Ticket Templates
Mapping the Fields
Customizing Ticket Templates
Defining New Templates
Enabling SSL for HTTPS
Generating a Certificate Request File
Importing the Certificate from the Certificate Authority
Adding Signed Certificates to Wallet Manager
Remedy Connector Tips
Recommended Protocol
Supported Alerts
Notification Failure
Using Worklog
Web Service Details
For Default Templates (without Worklog Support)
For Worklog Templates
3
Installing and Configuring the BMC Remedy Service Desk 7 Connector
Introduction to the Remedy Service Desk Connector
Auto Ticketing
Manual Ticketing
Ticket Templates
Grace Period
Prerequisites
Installing and Uninstalling the Remedy Service Desk Connector
Installing the Connector
Uninstalling the Connector
Configuring the Remedy Service Desk Connector
General Settings
Connection Settings
Web Console Settings
Grace Period
Working with Ticket Templates
Registering Ticket Templates
Viewing Template Code
Removing a Template
Replacing Templates
Adding New Templates
Creating Remedy Tickets
Automatically Creating a Ticket
Manually Creating a Ticket
Navigating Between Remedy and Enterprise Manager
Navigating from Remedy to Enterprise Manager
Navigating from Enterprise Manager to Remedy
Using Default Templates
Reading Ticket Templates
Mapping the Fields
Customizing Ticket Templates
Defining New Templates
Enabling SSL for HTTPS
Generating a Certificate Request File
Importing the Certificate from the Certificate Authority
Adding Signed Certificates to Wallet Manager
Remedy Service Desk Connector Tips
Recommended Protocol
Supported Alerts
Web Service Details for Default Templates
4
Installing and Configuring the Siebel Connector
Introduction to the Siebel Connector
Auto Ticketing
Manual Ticketing
Ticket Templates
Grace Period
Prerequisites
Installing and Uninstalling the Siebel Connector
Registering the Connector Descriptor
Registering Ticket Templates
Configuring the Siebel Connector
General Settings
Connection Settings
Web Console Settings
Grace Period
Working with Ticket Templates
Viewing Template Code
Removing Templates
Replacing Templates
Adding New Templates
Re-registering Removed Connectors
Creating Siebel Service Requests
Creating Service Requests Automatically
Creating Service Requests Manually
Navigating Between Siebel HelpDesk and Enterprise Manager
Navigating from Enterprise Manager to Siebel
Navigating from Siebel HelpDesk to Enterprise Manager
Reading Ticket Templates
Enabling SSL for HTTPS
Generating a Certificate Request File
Importing the Certificate from the Certificate Authority
Adding Signed Certificates to Wallet Manager
Siebel Connector Tips
Recommended Protocol
Supported Alerts
Notification Failure
Customizing Ticket Templates
Customizing the Connector Descriptor
Index
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