1 Installing and Uninstalling the Connector

Prerequisites

Before using Remedy Service Desk Connector, ensure that you meet the following prerequisites:

• Remedy Service Desk IT Service Management 7.0.03 with the latest Incident Management patch, “IT Service Management Patch 008” is installed and configured.

• Remedy Service Desk web services are up and running. See Web Service Details for Default Templates in Appendix A.

Before proceeding to the next section, do the following:

1. Click the Setup link in the upper right corner of the Oracle Enterprise Manager console.

2. Click the Management Connectors link in the left column of the Overview of Setup page.

3. Remove any ticketing connector you may have.

Installing the Connector

Perform the following steps to install the connector:

1. Copy remedy_service_desk_connector.jar to $ORACLE_HOME/sysman/connector on the server hosting your OMS. For multiple OMSes, you need to copy the .jar file for all OMSes.

2. Run the following emctl command on all OMSes if you have a multi-OMS environment:

   $ORACLE_HOME/bin/emctl extract_jar connector –jar <jarfile>  -cname <connector_name>
   

   This extracts the .jar file to this folder:

   $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector/
   

   For example:

   emctl extract_jar connector -jar remedy_service_desk_connector.jar  -cname "Remedy Service Desk Connector"
   

3. Deploy the connector by running the following emctl command. You only need to run this step on one OMS.

   $ORACLE_HOME/bin/emctl register_connector connector -dd <connectorType.xml> 
   -cs //<server>:<port>/<dbSID> -repos_user <username> -repos_pwd <password>
   

   For example:

   emctl register_connector connector -dd $ORACLE_HOME/sysman/connector/ Remedy_Service_Desk_Connector/RemedyDeploy.xml  -cs  //$emhost:$dbport/$dbSID -repos_user sysman -repos_pwd $repospwd
   

The Remedy Service Desk Connector should now appear in the Management Connector page with version 1.1.5.0.0.

Registering the Ticket Templates

There are three default templates:

• Remedy_DefaultCategory_AutoResolve.xsl

• Remedy_DefaultCategory_AutoClose.xsl

• Remedy_DefaultCategory.xsl

Perform the following steps to register these templates as well as others:

1. For each template above, run the following emctl register_ticket_template connector command as a user with execute privilege on emctl and the ability to read the ticket template:

   $ORACLE_HOME/bin/emctl register_ticket_template connector –t <ticketTemplate.xsl> -cs //<server>:<port>/<dbsid/service name for RAC DB> -repos_user <username> -repos_pwd <password> -ctname <connectorTypeName> -cname <connectorName> -iname <internalName> -tname <templateName> -ttype 2 -d <description>

   See Table 1–1 for descriptions of the command parameters.

2. Run the same command for each of the following templates:

   • createTicketResponse.xsl — Specify ttype 1, iname createTicket

   • getTicket_response.xsl — Specify ttype 1, iname getTicket

   • getTicket_request.xsl — Specify ttype 2, iname getTicket

   For templates Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl and Remedy_DefaultCategory.xsl, the internal name can be the file names. For the other templates, the inames are fixed.

   These templates are located in the following directory:

   $ORACLE_HOME/sysman/connector/Remedy_Service_Desk_Connector
   

3. Continue with the registration process by running this command for every Remedy template that is shipped as part of the connector. For multiple OMS installations, you need to run this command only once from any of the OMSes.

emctl Parameters

Table 1–1 provides descriptions for the parameters shown in the emctl command above.

Registration Example

Example 1–1 shows template registration for the Remedy_DefaultCategory_AutoResolve.xsl template.

emctl register_template connector -t "$ORACLE_HOME/sysman/connector/ Remedy_Service_Desk_Connector/templates/Remedy_DefaultCategory_AutoResolve.xsl" -cs "//$emHost:$dbPort/$dbSID" -repos_user sysman -ctname "Remedy Service Desk Connector" -cname "Remedy Service Desk Connector"  -tname "Remedy_DefaultCategory_AutoResolve.xsl"  -iname "Remedy_DefaultCategory_AutoResolve.xsl" -ttype 2  -d "template creates a ticket with priority based on event severity. It sets the ticket to 'resolved' if the event severity clears" -repos_pwd $repos_pwd

The following table lists the properties of each template for the Remedy Service Desk Connector.

Uninstalling the Connector

To uninstall the connector, do the following:

1. Click the Setup link in the upper right corner of the Oracle Enterprise Manager console.

2. Click the Management Connectors link in the left column of the Overview of Setup page.

3. Select the connector, then click Delete.

Navigating Between Remedy and Enterprise Manager

The following sections explain how to switch from one console to the other.

Navigating from Remedy to Enterprise Manager

From a ticket page, click the link in the Notes field to the Alert Details page in the ticket message body, as shown in Figure 1–1. This action takes 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.

Note:

The Enterprise Manager user whose name you specify should at least have View privileges on the target on which the alert was raised.

Figure 1-1 Alert Details in the Remedy Console