3 Configuring the Connector

Installing the HP ServiceCenter 6.1 Web Console

To install the HP ServiceCenter 6.1 Web console, do the following:

1. Make sure the latest J2SE binaries are installed. HP recommends installing a minimum of Sun 1.4.2 SDK.

2. Set the JAVA_HOME environment variable to the path where Java JDK was installed.

3. Download the Apache Tomcat version 4.1.29 binary zip file from tomcat.apache.org. You need to retrieve this from an archive, because the latest version is 4.1.36 and HP recommends version 4.1.29.

4. Unzip the contents of the zip file to the directory where you want to install Tomcat.

5. Set the CATALINA_HOME environment variable to the path where Tomcat was installed.

6. Copy the xalan.jar, xercesImpl.jar and xml-apis.jar files to the %CATALINA_HOME%\common\endorsed directory. These files are in the attached zip file.

7. Copy the sc.war file to the %CATALINA_HOME%\webapps directory.

8. Navigate to the %CATALINA_HOME%\bin directory and run startup.bat to start the Tomcat server.

9. You can connect to the console by navigating in a browser to http://<tomcat host server>:8080/sc/index.do .

Configuring the HP ServiceCenter 6.1 Web Console

Verify the configuration of the web.xml file in the WEB-INF folder of the Tomcat web tier context root by doing the following:

1. Make sure the sc.host parameter value is changed from local host to the fully-qualified name of the web tier server.

2. See the Generated Web Tiers URLs section of the help for the ServiceCenter client.

3. Make sure the sc.querysecurity parameter is set to false as follows:

   <init-param>
   <param-name>sc.querysecurity</param-name>
   <param-value>false</param-value>
   

   Note:

   Based upon how the Enterprise Manager Connector Framework works, the hash information normally required in the URL when sc.querysecurity is set to true cannot be present. This requires that the URL security be turned off.

   Your security team needs to evaluate if the risks outweigh the need for the URL to be embedded into the Enterprise Manager alert. Service Manager still requires user authentication when hashing is turned off to access the web console enforcing authorization to the operation requested.

Registering Ticket Templates

You need to register ticket templates before they are recognized in Enterprise Manager. For Auto Ticketing, a notification method is created for each registered ticket template, and a ticket is created and updated based on the ticket template associated with the selected notification method. For manual ticketing, registered ticket templates are available for selection.

The files in the base directory are configured specifically for ServiceCenter 6.1 and must not be modified. Only a person trained to modify XSL files for the connector framework should modify the templates. For more information about modifying ticket templates, see Section 4.3, "Customizing Ticket Templates" .

The templates are the out-of-box ticket templates shipped with the connector. By default, all out-of-box ticket templates are registered. The templates assume defaults that may not be applicable to your instance of ServiceCenter, although they are designed to work with a default installation of HP ServiceCenter.

Registering a Template

From the Oracle Management Server (OMS) host command window, run the following emctl command from the $ORACLE_HOME/bin directory for each applicable ticket template:

emctl register_ticket_template connector <ticketTemplate.xml> <server> <port> <database sid> <username> <password> <connectorTypeName> <connectorName> <templateName> <description>

The template in Example 3–1 creates an Incident in ServiceCenter and supports AutoClose.

C:\OracleHomes\oms10g\BIN\emctl register_ticket_template connector "C:\OracleHomes\oms10g\sysman\connector\HP_ServiceCenter_Connector\templates\ServiceCenter_Default_Incident_AutoClose.xsl" <Host Server Name> 1521 emrep SYSMAN <password> "HP ServiceCenter Connector" "HP ServiceCenter Connector" "ServiceCenter Default Incident AutoClose" "This template creates an Incident in ServiceCenter and supports autoclose."

emctl Parameters for Ticket Registration

Table 3–1 provides descriptions for each emctl parameter for ticket registration.

Verifying Registration

To verify that the templates are registered properly, navigate to the Ticket Templates tab on the Configure Management Connector: HP ServiceCenter Connector page. The registered templates must be visible in the list as shown in Figure 3–2.

Figure 3-2 Configure Management Connector Ticket Templates Page

Viewing Template Code

Click a template name to view the code for the template.

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

Removing Templates

To remove a template, perform the following steps:

1. Select the template and click Remove.

2. At the prompt, confirm the removal.

3. Before you exit the page, click OK for the deletion to occur.

   Note:

   Unless you click OK before you exit, the template is not deleted. Next time you go to the Ticket Template page, the templates reappear.

   Although the ticket template is removed from the Enterprise Manager repository, it is still available in OMS in the Connector home directory. You can re-register the ticket template later if required.

Replacing Templates

To replace an existing ticket template, do the following in the sequence indicated:

1. Delete the ticket template.

2. Register the new template using emctl.

Adding New Templates

To add templates, you should define new templates and register them using emctl.

Avoiding Notification Failures

Notification is blocked for processing if the notification device is down because of problems. For instance, notification is blocked if the ServiceCenter server is down, the ServiceCenter configuration on Enterprise Manager is incorrect, or the ticket is removed in ServiceCenter.

The ticketing connector attempts to contact the service desk several times in a predefined interval. After that, it skips the current ticketing notification.

Navigating from Enterprise Manager to HP ServiceCenter

1. In the Enterprise Manager console, click the alert message to go to the metric details page for the alert.

2. In the Alert History table, locate the ticket ID link in the Last Comment column shown in Figure 3-3.

   Figure 3-3 Alert details in Enterprise Manager Console

   
   

3. If not found, click the icon in the Details column to get more information about the alert.

4. On the page that appears, locate the ticket ID in the Alert Details table.

5. Click the ticket ID link. You are forwarded to the HP ServiceCenter Web console login page.

6. Provide valid HP ServiceCenter account details.

   The ticket page associated with this alert is displayed.

Navigating from HP ServiceCenter to Enterprise Manager

From a ticket page, click the link in the Description field to the Alert Details page in the ticket message body (Figure 3-4). This forwards you to the Enterprise Manager console login page. After you provide the Enterprise Manager user name and password, you are forwarded to the alert related to this ticket.

Figure 3-4 Alert Details in HP ServiceCenter Console