Oracle® Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector Release 1.0.4.0.
Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector, Release 1.0.4.0.0 E12414-03 Copyright © 2008, Oracle. All rights reserved. Primary Author: Michael Zampiceni The Programs (which include both the software and documentation) contain proprietary information; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws.
Contents Preface ................................................................................................................................................................. v Audience....................................................................................................................................................... Documentation Accessibility ..................................................................................................................... Related Documents .......
Navigating from HP Service Manager 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 .........................................................................
Preface This Connector Installation and Configuration Guide provides the information that you require to install and configure the HP Service Manager Connector that integrates Enterprise Manager with HP Service Manager management tools and help desk systems. Audience This guide is written for Oracle Enterprise Manager system administrators who want to install and configure HP Service Manager Connector to enable integration between Enterprise Manager and HP Service Manager 7.
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Convention Meaning monospace Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.
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1 Introduction to the Connector The HP Service Manager Connector 1.0.4.0.0 integrates HP Service Manager Version 7 (HPSM) incident management with Enterprise Manager. Using this connector, you can create, update, reopen, and close an HP Service Incident (ticket) based on metric alerts in Enterprise Manager. The HP Service Manager Connector integrates Enterprise Manager with HP Service Manager through either an HTTP or HTTPS connection.
Manual Ticketing See Also: "Configuring Notifications" in the Oracle Enterprise Manager Advanced Configuration Guide After the ticket is opened, any subsequent change in alert severity updates the ticket. After the alert is cleared (severity is set to Clear), you can optionally close the ticket. For auto-ticketing, you must specify in the notification rule the ticket template to be used when alerts specified in the ticket occur.
Prerequisites 1.7 Prerequisites Before using the HP Service Manager Connector, ensure that you meet the following prerequisites: ■ ■ ■ Service Manager 7 service tier is installed and configured. Service 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.
Prerequisites 1-4 Connector Installation and Configuration Guide
2 Installing and Registering the Connector The HP Service Manager Connector is not installed as part of the Enterprise Manager base installation, so you need to manually install it as described in this chapter. The following topics are discussed: ■ Installing the Connector ■ Uninstalling the Connector ■ Registering the Connector 2.
Uninstalling the Connector Follow the same procedure to delete any Ticket connector previously installed, if applicable. Note: 2.1.2 Adding the New HP Service Manager Connector To add the new connector, follow these steps: 1. Download the HP Service Manager Connector from OTN. 2.
Registering the Connector Manager_Deploy_Connector.xml" localhost 1521 emrep SYSMAN password "C:\OraclHomes\oms10g" Table 2–1 emctl Parameters Parameter Description Deployment File Fully- qualified name of the connector deployment file. The file is Service_Manager_Connector.xml, which resides in the Connector home directory. Server Host name of the Enterprise Manager repository. port Listener port of the repository. database sid Repository database instance ID. username Specify SYSMAN.
Registering the Connector 2-4 Connector Installation and Configuration Guide
3 Configuring the Connector This chapter explains how to perform tasks directly or indirectly related to configuring the connector, and also discusses the post-configuration task of navigating between the Enterprise Manager and HP Service Manager consoles. The following topics are discussed: ■ Configuring the Connector ■ Configuring the HP Service Manager Web Console ■ Testing the Connector ■ Working with Ticket Templates ■ Navigating Between Enterprise Manager and HP Service Manager 3.
Configuring the Connector Figure 3–1 Configure Management Connector General Page 4. Configure the connection settings: ■ Web Service End Points Specify the appropriate server or IP address of the server hosting the Service Manager 7 Web services. Provide the server address in the format ... http://: 13080/ ... where 13080 is the default installation port. This may vary with your installation.
Configuring the HP Service Manager Web Console Web console settings are required if you want the Connector to provide links from Enterprise Manager to the HP Service Manager application user interface. These are the User Interface navigational links from Enterprise Manager to the HP Service Manager application user interface. ■ Enable web console features Check to launch the HP Service Manager Incident Ticket page within the context from Enterprise Manager.
Testing the Connector 1. Make sure the serverHost 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 Service Manager client. 3.
Working with 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 Service Manager, although they are designed to work with a default installation of HP Service Manager.
Working with Ticket Templates Table 3–1 (Cont.) emctl register_ticket_template Parameters Parameter Description templateName Intuitive name for the ticket template to be displayed in Enterprise Manager. It is recommended that this name be the same as the file name, replacing the underscore in the file name with spaces. description Short description for the ticket template. This description is also displayed in Enterprise Manager.
Navigating Between Enterprise Manager and HP Service Manager 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.
Navigating Between Enterprise Manager and HP Service Manager 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 Service Manager Web console login page. 6. Provide valid HP Service Manager account details. The ticket page associated with this alert is displayed.
Navigating Between Enterprise Manager and HP Service Manager Figure 3–4 Alert Details in HP Service Manager Console Configuring the Connector 3-9
Navigating Between Enterprise Manager and HP Service Manager 3-10 Connector Installation and Configuration Guide
4 Using Out-of-Box Templates This chapter provides details on the out-of-box ticket templates shipped with the HP Service Manager Connector based on the out-of-box Service Manager IncidentManagement WSDL. The ticket templates specify the mappings between Enterprise Manager alert attributes and HP Service Manager ticket attributes. 4.1 Out-of-Box HP Service Manager Templates Table 4–1 lists the out-of-box templates.
Reading and Mapping Ticket Templates In the tables, * denotes a literal string and ** indicates if the attribute applies. Note: Table 4–2 Ticket Creation (Service_Manager_Default_Incident_AutoClose.
Reading and Mapping Ticket Templates Table 4–2 (Cont.) Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Service Manager Conditiona Ticket l Branch Attributes IncidentDescri ption Enterprise Manager Alert Attributes Value EMUser — Notification rule owner when the ticket is created through auto-ticketing, and is the Enterprise Manager log-in user when the ticket is created through manual-ticketing.
Reading and Mapping Ticket Templates Table 4–3 Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Mappings) Conditional Branch IF TicketID is not Blank Ticket Attributes Enterprise Manager Alert Attributes IncidentID TicketID The connector adds this into the alert context before handling the ticketing action. Required by the Service Manager Web service to identify the incident that must be updated. CONDITIONAL Values from the Alert Context.
Customizing Ticket Templates Table 4–3 (Cont.) Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Conditional Branch Ticket Attributes JournalUpdates Enterprise Manager Alert Attributes Ticket updated due to change in severity of the associated alert. Severity: . Message: . Value Values from the Alert Context. 4.3 Customizing Ticket Templates If the out-of-box ticket templates do not satisfy your requirements, you can modify them.
Customizing Ticket Templates Figure 4–1 Modifying HP Service Manager Template The XSL has two primary branches: Create Incident and Update Incident. This example only modifies the first branch. 3. Navigate to the code in the incident create block as shown above. Uncomment the Company element as shown below and add the fixed text of AJAX. AJAX This instructs the connector framework to supply the value of AJAX in the Service Manager field value of Company. 4.
A Enabling SSL for HTTPS A This appendix provides the needed instructions if you choose HTTPS as the protocol to establish a connection between HP Service Manager and Enterprise Manager. Generating and Importing a Certificate Request Do the following to generate and then import the certificate: 1. Generate a certificate request file for HP Service Manager and send it to the Certificate authority, such as VeriSign.
Adding Signed Certificates to Wallet Manager Ensure that ewallet.p12 is available. 4. In Oracle Wallet Manager, open the ewallet.p12 client certificate. 5. Go to Select Trusted Certificates and select Operations on the main menu. 6. Select Export All Trusted Certificates. 7. Save the file as certdb.txt. 8. Place the file certdb.txt in the connector home root directory ($OMS_HOME/sysman/connector). If the file certdb.
B Preventing HP Service Manager Update Issues B HP Service Manager 7 can cause update issues due to the method of locking by incident. When either the Service Manager Thick or Web Client opens an incident 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.
B-2 Connector Installation and Configuration Guide
Index A I Auto Ticketing HP ServiceCenter Connector, 1-1 installing HP ServiceCenter Connector, 2-1 removing the Remedy Connector, 2-1 C configuring HP ServiceCenter Connector, 3-1 Connector, 2-2 customizing HP ServiceCenter ticket templates, E emctl parameters HP ServiceCenter Connector, 2-2 G grace period HP ServiceCenter Connector, 1-2 H HP ServiceCenter Auto Ticketing, 1-1 out-of-box templates, 4-1 HP ServiceCenter Connector configuring, 3-1 customizing ticket templates, 4-5 emctl parameters, 2-2
U uninstalling the HP ServiceCenter Connector, 2-2 W Web Console settings HP ServiceCenter Connector, 3-3 Index-2