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Oracle® Enterprise Manager Installation and Configuration Guide for Remedy Help Desk 6 Connector
10
g
Release 4 (10.2.0.4)
Part Number E14983-01
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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
Introduction to the Connector
Auto Ticketing
Manual Ticketing
Ticket Templates
Grace Period
2
Installing and Uninstalling the Connector
Prerequisites
Installing the Connector
Uninstalling the Connector
Navigating Between Remedy and Enterprise Manager
Navigating from Remedy to Enterprise Manager
Navigating from Enterprise Manager to Remedy
3
Configuring the Connector
Configuring the Connector
Providing 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
4
Creating Remedy Trouble Tickets
Automatically Creating a Trouble Ticket
Manually Creating a Trouble Ticket
5
Using Default Templates
Template Process
Reading Ticket Templates
Mapping the Fields
Customizing Ticket Templates
Defining New Templates
6
Enabling SSL for HTTPS
Generating a Certificate Request File
Importing the Certificate from the Certificate Authority
Adding Signed Certificates to Wallet Manager
A
Connector Tips
Recommended Protocol
Supported Alerts
Notification Failure
Using Worklog
Web Service Details
Details for Default Templates (without Worklog support)
Details for Worklog Templates
Index
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