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Oracle® Enterprise Manager

Installation and Configuration Guide for HP Service Manager
Connector

Release 1.0.4.0.0

E12414-05

August 2009

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Summary of Contents for Enterprise Manager

Page 1: ...Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector Release 1 0 4 0 0 E12414 05 August 2009 ...

Page 2: ...lations As such the use duplication disclosure modification and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract and to the extent applicable by the terms of the Government contract the additional rights set forth in FAR 52 227 19 Commercial Computer Software License December 2007 Oracle USA Inc 500 Oracle Parkway Redwood City CA 940...

Page 3: ...Remedy Connector 2 1 Adding the New HP Service Manager Connector 2 2 Uninstalling the Connector 2 2 Registering the Connector 2 2 Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 2 3 Registering Templates 2 5 3 Configuring the Connector Working with Ticket Templates 3 1 Registering Ticket Templates 3 1 Viewing Template Code 3 3 Removing Templates 3 3 Replac...

Page 4: ...ger to Enterprise Manager 3 8 4 Using Out of Box Templates Out of Box HP Service Manager Templates 4 1 Reading and Mapping Ticket Templates 4 1 Customizing Ticket Templates 4 5 A Enabling SSL for HTTPS Generating and Importing a Certificate Request A 1 Installing and Configuring SSL A 1 Adding Signed Certificates to Wallet Manager A 1 B Preventing HP Service Manager Update Issues Index ...

Page 5: ...mmunity Accessibility standards will continue to evolve over time and Oracle is actively engaged with other market leading technology vendors to address technical obstacles so that our documentation can be accessible to all of our customers For more information visit the Oracle Accessibility Program Web site at http www oracle com accessibility Accessibility of Code Examples in Documentation Scree...

Page 6: ...e online Help system Printed documentation is available for sale in the Oracle Store at http oraclestore oracle com To download free release notes installation documentation white papers or other collateral please visit the Oracle Technology Network OTN You must register online before using OTN registration is free and can be done at http otn oracle com membership If you already have a user name a...

Page 7: ...tor Types of Alerts Auto Ticketing Manual Ticketing Ticket Templates Grace Period Versions Supported Prerequisites 1 1 Types of Alerts You can create update or close tickets based on only the following types of alerts in Enterprise Manager Metric alerts Availability alerts includes alerts for Up Down Blackout Started Blackout Ended Agent Unreachable Agent Unreachable Resolved Metric Error Detected...

Page 8: ...nt out to the Connector For manual ticketing you have to select a ticket template before submitting a request to create a ticket The Enterprise Manager installation for the Service Manager connector includes some out of box ticket templates to facilitate easy usage of this feature but you can modify and extend templates as needed for your instance of the Service Manager connector 1 5 Grace Period ...

Page 9: ...rvice Manager 7 consoles are installed and configured If the URL connector framework option is selected the Service Manager Web console must be installed and configured To install the middle tier see the HP Service Manager 7 Web Tier Installation Guide To configure the Web console see Section 3 3 Configuring the HP Service Manager Web Console for instructions Oracle Patches are installed To instal...

Page 10: ...Prerequisites 1 4 Connector Installation and Configuration Guide ...

Page 11: ... to one This constraint applies only to the connectors of the type ticket Consequently you need to remove the Remedy connector which is part of the base Oracle Management Server OMS installation before proceeding with the installation To remove the Remedy connector follow these steps 1 Log in to the Oracle Enterprise Manager console Specify user credentials with Super Administrator privileges Spec...

Page 12: ...e ticket templates to Enterprise Manager For this registration procedure see Section 3 1 1 Registering Ticket Templates Steps a and b both require the emctl bat command line utility which is located in the OracleHomes oms10g bin directory This utility is also used for other features such as starting and stopping the OMS service 2 2 Uninstalling the Connector To uninstall the HP Service Manager Con...

Page 13: ...nterprise Manager 10g Release 5 Use the following procedure to deploy the HP Service Manager Connector in Enterprise Manager 10g Release 5 1 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 Table 2 1 emctl Parameters Parameter Description Deployment File Fully qualified name of the connecto...

Page 14: ... for the parameters shown in the emctl command above Table 2 2 emctl Parameters Parameter Description cs Connect string Specify as emHost dbPort dbSID where emHost is the server dbPort is the port and dbSID is the database session identifier server Host name of the Enterprise Manager repository port Listener port of the repository database sid Service Name for RAC DB Repository database instance I...

Page 15: ...anager_Default_Incident method The following table lists the properties of each template for the HP Service Manager Connector The following example is based on the template values shown in Table 2 3 Example 2 1 Request XSL File for createTicketResponse Method emctl register_template connector t ORACLE_HOME sysman connector HP_Service_Manager_Connector createTicketResponse xsl cs host port service_...

Page 16: ...Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 2 6 Connector Installation and Configuration Guide ...

Page 17: ...rprise 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 Service Manager and must not be modified O...

Page 18: ...igure 3 1 Table 3 1 emctl register_ticket_template Parameters Parameter Description ticketTemplate xsl Fully qualified name of the ticket template file The file resides in the Connector home directory Oracle recommends that you use intuitive names since there may be notification methods created with the same names and you may have to choose one of them when you use the Auto Ticketing feature Use x...

Page 19: ...teps 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 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 Important If the template you delete has a notification rule...

Page 20: ...r configuration on Enterprise Manager is incorrect or the ticket is removed in Service Manager The ticketing connector attempts to contact the service desk several times in a predefined interval After that it skips the current ticketing notification 3 2 Configuring the Connector To configure the connector 1 As Super Administrator from Enterprise Manager Grid Control click Setup The Overview of Set...

Page 21: ...tomated ticketing The GetTroubleTicket operation is only used on this window by testing the Ticket Number retrieval process For more information about testing the ticket retrieval process see Section 3 4 Testing the Connector Service Manager Username Specify the user name for HTTP basic authentication supported by the HP Service Manager web services This user name must have the appropriate privile...

Page 22: ...ered The alert occurs again within the grace period time specified This setting applies to all alerts processed by HP Service Manager Connector See Section 1 5 Grace Period for conceptual information about the grace period 7 Click OK The Management Connectors page reappears The ticketing connector row should have a checkmark in the Configured column 8 In the Configure Management Connector page go ...

Page 23: ...he Management Connectors page 3 5 Navigating Between Enterprise Manager and HP Service Manager After you have configured the connector you will want to access alerts from the Enterprise Manager and HP Service Manager consoles The following sections explain how to switch from one console to the other 3 5 1 Navigating from Enterprise Manager to HP Service Manager 1 In the Enterprise Manager console ...

Page 24: ... 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 Note If you do not use the HP Service Manager Web console uncheck the Enable web console features op...

Page 25: ...Navigating Between Enterprise Manager and HP Service Manager Configuring the Connector 3 9 Figure 3 4 Alert Details in HP Service Manager Console ...

Page 26: ...Navigating Between Enterprise Manager and HP Service Manager 3 10 Connector Installation and Configuration Guide ...

Page 27: ...ce Manager 7 Web Service out of box IncidentReport WSDL The information in Table 4 2 and Table 4 3 applies to the default template of the type Auto Close However the templates are very similar except for minor settings for the priority of the incident to be raised and the inclusion or exclusion of the auto close feature This feature performs an update that auto closes the incident based on the ale...

Page 28: ...kout Start 3 Med Derived IF TicketID is blank If the ticket id is not present in the alert it assumes a create incident Category Corresponds to the out of the box Service Manager setting of shared infrastructure for a category sharedinfrastructure Subcategory Corresponds to the out of the box Service Manager setting of enterprise for a sub category enterprise ProductType Corresponds to the out of ...

Page 29: ...e KeyValues indicate the specific object that triggered the severity For example for the Tablespace Space Used metric that monitors tablespace objects the KeyValues is USERS if the USERS tablespace triggered a warning or critical severity SeverityCollectionTimeTargetHost URL URL of the metric details page in the context of the alert This points to the Service Manager Incident in the Service Manage...

Page 30: ...M_severity severity within the grace period Message EM_alert_ message Values from the Alert Context If SeverityCode 15 or Severity Unreachable Clear or Agent Unreachable Clear or Blackout End or Metric Error End CONDITIONAL If the Enterprise Manager Alert status meets the condition an update occurs on the Incident that closes the Incident Status Static value JournalUpdates Static Incident closed b...

Page 31: ... Mappings In most cases when you modify the ticket template you might only be changing the mappings Example 4 1 illustrates this concept Example 4 1 Adding an existing data element exposed in the Service Manager Incident Management WSDL 1 Select an out of the box template XSL and make a copy For example copy Service_Manager_Default_Incident_AutoClose XSL to Service_Manager_Main_Incident_AutoClose ...

Page 32: ...X in the Service Manager field value of Company 4 Save the file and register the template as described in Section 3 1 1 Registering Ticket Templates 5 The template is now ready to use in notification rules or as a template for manual ticket creation When used it behaves the same as the out of the box template copied except when a Service Manager incident is created the incident company will be AJA...

Page 33: ...n about installing and configuring SSL see the Service Manager 7 0 Installation Guide Adding Signed Certificates to Wallet Manager Oracle Wallet Manager is available at ORACLE_HOME bin on OMS See the Oracle Application Server Administrator s Guide for details Do the following in Enterprise Manager to add signed certificates to Wallet Manager 1 As Super Administrator create a wallet using the follo...

Page 34: ...in the connector home root directory OMS_HOME sysman connector If the file certdb txt already exists in the root directory open the file and add the contents of your certdb txt to the existing content Java SSL can now use this file for communication between Enterprise Manager and Service Manager in HTTPS mode Note The certificate request file is dependent on the Web server Service Manager uses See...

Page 35: ...ent in Service Manager for editing a lock is placed on the incident that prohibits any updates to the incident record until it is released It is best practice for Help Desk administrators not to open the incident in edit mode to view the incident If they need to edit the incident they should minimize the time the incident is in edit mode so if any updates are processed by the Enterprise Manager Co...

Page 36: ...B 2 Connector Installation and Configuration Guide ...

Page 37: ...ng 2 2 supported alerts 1 1 ticket templates 1 2 uninstalling 2 2 Web Console settings 3 6 HP ServiceCenter HelpDesk 6 1 1 3 Web services 1 3 I installing HP ServiceCenter Connector 2 1 removing the Remedy Connector 2 1 M manual ticketing HP ServiceCenter Connector 1 2 O out of box templates HP ServiceCenter Connector and 4 1 P prerequisites HP ServiceCenter Connector 1 3 R recommended protocol HP...

Page 38: ...Index 2 transformation style sheets HP ServiceCenter Connector 1 2 U uninstalling the HP ServiceCenter Connector 2 2 W Web Console settings HP ServiceCenter Connector 3 6 ...

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