A Connector Tips

This appendix provides various tips that might help you to use Remedy Service Desk Connector more effectively.

Recommended Protocol

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and Remedy AR server.

Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems.

Supported Alerts

This release supports the following types of alerts:

Metric alerts
Availability alerts

Notification Failure

Notification is blocked for processing if the notification device is down due to any issues. For instance, the Remedy AR server is down, the Remedy configuration on Enterprise Manager is wrong, or the ticket is removed in Remedy.

Notification failure on one target impacts all other targets of the same target type for which the rule applies. That is, subsequent notifications are blocked until the issue is fixed or the maximum retrials fail.

Note:

The maximum retrial period is one day.

Using Worklog

Worklog is a history option in the Remedy ticket that lets you maintain an alert history in the ticket. The Remedy default Web services do not allow modification of this option.

To use worklog, perform the following steps before using the Remedy Connector:

In the Remedy AR server, import the Web service definition HelpDesk_Modify_Service_w_Worklog.def from the Remedy Connector home directory ($OMS_HOME/sysman/connector_Remedy_Connector).

See Also:
Section "Importing Object Definitions" in the Remedy Remedy AR System Server product manual Remedy Action Request System 6.3 - Developing AR System Applications: Advanced
Configure the Connector to use the HelpDesk_Modify_Service_w_Worklog Web service by setting the Update Ticket endpoint accordingly.
Import all packaged work log templates (select the files with names ending in Wlog.xsl)using the emctl command provided in "Registering Ticket Templates" on page 3E6.

Web Service Details

The following sections provide information about the Web services that you require depending on the ticket template you choose.

Details for Default Templates (without Worklog support)

If you choose default ticket templates, ensure that the following HPD:HelpDesk related Web services are up and running on the Remedy AR server:

HelpDesk_Modify_Service
HelpDesk_Query_Service
HelpDesk_Submit_Service

Details for Worklog Templates

If you choose Worklog templates (*_Wlog), you need to import HelpDesk_Modify_Service_w_Worklog.def, which is part of the remedyconnector.jar, to register the HelpDesk_Modify_Service_w_Worklog in Remedy.