Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector, Release 1.0.4.0.0

Release 1.0.4.0.0

E12414-05

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

- Types of Alerts

- Auto Ticketing

- Manual Ticketing

- Ticket Templates

- Grace Period

- Versions Supported

- Prerequisites

2 Installing and Registering the Connector

- Installing the Connector

- Removing the Remedy Connector

- Adding the New HP Service Manager Connector

- Uninstalling the Connector

- Registering the Connector

- Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5

- Registering Templates

3 Configuring the Connector

- Working with Ticket Templates

- Registering Ticket Templates

- Viewing Template Code

- Removing Templates

- Replacing Templates

- Adding New Templates

- Avoiding Notification Failures

- Configuring the Connector

- Configuring the HP Service Manager Web Console

- Testing the Connector

- Navigating Between Enterprise Manager and HP Service Manager

- Navigating from Enterprise Manager to HP Service Manager

- Navigating from HP Service Manager to Enterprise Manager

4 Using Out-of-Box Templates

- Out-of-Box HP Service Manager Templates

- Reading and Mapping Ticket Templates

- Customizing Ticket Templates

A Enabling SSL for HTTPS

- Generating and Importing a Certificate Request

- Installing and Configuring SSL

- Adding Signed Certificates to Wallet Manager

B Preventing HP Service Manager Update Issues

Index

List of Examples

- 2-1 Request XSL File for createTicketResponse Method

- 3-1 register_ticket_template connector

- 4-1 Adding an existing data element exposed in the Service Manager Incident Management WSDL

List of Figures

- 2-1 HP Service Manager Connector

- 3-1 Configure Management Connector Ticket Templates Page

- 3-2 Configure Management Connector General Page

- 3-3 Alert details in Enterprise Manager Console

- 3-4 Alert Details in HP Service Manager Console

- 4-1 Modifying HP Service Manager Template

List of Tables

- 2-1 emctl Parameters

- 2-2 emctl Parameters

- 2-3 Possible Replacement Values For register_template Parameters

- 3-1 emctl register_ticket_template Parameters

- 4-1 Out-of-Box HP Service Manager Templates

- 4-2 Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Mappings)

- 4-3 Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Mappings)

Oracle® Enterprise Manager

Installation and Configuration Guide for HP Service Manager Connector

Release 1.0.4.0.0

E12414-05

August 2009

Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector, Release 1.0.4.0.0

E12414-05

Copyright © 2009, Oracle and/or its affiliates. All rights reserved.

Primary Author:  Leo Cloutier

This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited.

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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.

You should already be familiar with Oracle Enterprise Manager.

Documentation Accessibility

Our goal is to make Oracle products, services, and supporting documentation accessible to all users, including users that are disabled. To that end, our documentation includes features that make information available to users of assistive technology. This documentation is available in HTML format, and contains markup to facilitate access by the disabled community. 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

Screen readers may not always correctly read the code examples in this document. The conventions for writing code require that closing braces should appear on an otherwise empty line; however, some screen readers may not always read a line of text that consists solely of a bracket or brace.

Accessibility of Links to External Web Sites in Documentation

This documentation may contain links to Web sites of other companies or organizations that Oracle does not own or control. Oracle neither evaluates nor makes any representations regarding the accessibility of these Web sites.

TTY Access to Oracle Support Services

To reach Oracle Support Services, use a telecommunications relay service (TRS) to call Oracle Support at 1.800.223.1711.

Related Documents

For more information, see the following books in the Oracle Enterprise Manager documentation set:

- Oracle Enterprise Manager Integration Guide

- Oracle Database 2 Day DBA

- Oracle Enterprise Manager Concepts

- Oracle Enterprise Manager Quick Installation Guide

- Oracle Enterprise Manager Grid Control Installation and Basic Configuration

- Oracle Enterprise Manager Advanced Configuration

- Oracle Enterprise Manager Metric Reference Manual

- Oracle Enterprise Manager Command Line Interface

- Extending Oracle Enterprise Manager

The latest versions of this and other Oracle Enterprise Manager documentation can be found at:

http://www.oracle.com/technology/documentation/oem.html

Oracle Enterprise Manager also provides extensive online help. Click Help on any Oracle Enterprise Manager page to display the 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 and password for OTN, then you can go directly to the documentation section of the OTN Web site at

http://otn.oracle.com/documentation/

Conventions

The following text conventions are used in this document:

Convention

Meaning

boldface

Boldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary.

italic

Italic type indicates book titles, emphasis, or placeholder variables for which you supply particular values.

monospace

Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.

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.

The following sections explain various HP Service Manager Connector concepts and requirements that you should understand before you start using the HP Service Manager Connector:

- Types of Alerts

- Auto Ticketing

- Manual Ticketing

- Ticket Templates

- Grace Period

- Versions Supported

- Prerequisites

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, and Metric Error Resolved)

Auto Ticketing

Whenever an alert is triggered in Enterprise Manager, the HP Service Manager Connector can automatically open or update an incident ticket. You can specify the set of alerts for which tickets must be opened and the alert severity for which this should happen.

You can do this in Notification Rules, the user-defined rules that define the criteria by which notifications should be sent for alerts.

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. A ticket template is displayed as a notification method in the notification rule.

Manual Ticketing

From the Enterprise Manager Grid Control console, you can manually open an incident ticket based on an open alert in Enterprise Manager. The HP Service Manager Connector populates the ticket with details based on the alert and the ticket template.

Ticket Templates

Ticket templates are transformation style sheets in XSLT format that transform Enterprise Manager alerts to ticket format before the requests are sent to the Service Manager application.

These templates specify how Enterprise Manager alert attributes can populate the fields of a Service Manager Incident. A ticket template helps in the mapping of Enterprise Manager Alert fields into Service Manager incident fields.

In Auto Ticketing, a notification method is created for each registered ticket template. The selected notification method determines which ticket template is used when a notification is sent 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.

Grace Period

The grace period provides you with a configuration to prevent the creation of a large number of tickets for frequently reoccurring alerts. For alerts that occur frequently within a relatively short time interval, it is often desirable to open and maintain one Incident ticket that tracks each occurrence of the alert instead of separate tickets each time.

For recurring alerts, the grace period is a time period during which reoccurrences of the same alert update (or reopen) an existing ticket for the alert instead of opening a new ticket.

For example, an alert triggers and a ticket is opened for it. If the grace period is one hour and the alert is cleared at 10:00 a.m., and if the same alert retriggers before 11:00 a.m. (one-hour grace period), the ticket that had been originally created for the alert is updated/reopened rather than creating a new ticket.

Versions Supported

This connector supports the following version of Enterprise Manager:

- Enterprise Manager Grid Control 10g Release 4 or higher Management Service with one-off patch 6884527 or later.

The base Enterprise Manager version number for the HP Service Manager Connector Release 1.0.4.0.0 is Enterprise Manager 10g Release 4.

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 3.3, "Configuring the HP Service Manager Web Console" for instructions.

- Oracle Patches are installed. To install patches, do the following:

1. Download patch # 6884527 from http://metalink.oracle.com/.

2. Follow the instructions included with the download in the README.txt file.

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

- Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5

Installing the Connector

To install the connector, you first remove the Remedy Connector, then add the new HP Service Manager Connector as explained in the following sections.

Note:

If want to upgrade from the HP ServiceCenter to HP Service Manager and you have deployed the HP ServiceCenter Connector before, you need to delete HP ServiceCenter Connector from the Management Connectors page and then deploy the HP Service Manager Connector.

Removing the Remedy Connector

Enterprise Manager limits the number of ticketing connectors 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. Specify the password and click Login.

2. In the Grid Home page, click Setup.

3. In the Setup Options page, select Management Connectors.
The installed Management Connectors are displayed.

4. Select the Remedy connector and click Delete. Confirm that you want to delete the connector.

Note:

Follow the same procedure to delete any Ticket connector previously installed, if applicable.

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. Run the following command to extract the connector:

emctl extract_jar connector <jarfile> <connectorTypeName> <oracleHome>

Note:

This extraction must be performed on all OMS instances, since all OMS instances need local access to the files.

For example:

C:\OracleHomes\oms10g\bin\emctl extract_jar connector "C:\OracleHomes\oms10g\sysman\connector\HP_Service_Manager.jar" "HP ServiceManager Connector" "C:\OracleHomes\oms10g"

Running the command create a new connector subdirectory called HP_Service_Manager_Connector in the <OracleHomes>...sysman\connector directory.

3. Initiate registration as follows:

1. Register the connector to Enterprise Manager, which you only need to do once. For this registration procedure, see Section 2.3, "Registering the Connector".

2. Register the 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.

Uninstalling the Connector

To uninstall the HP Service Manager Connector, select it in the Management Connectors page, then click Delete.

Registering the Connector

From the Oracle Management Server (OMS) host command window, run the following emctl command:

emctl register_connector connector "<connectorType.xml>"  <server> <port> <databaseSid> <username> <password> "<oraclehome>"

For example:

C:\OracleHomes\oms10g\bin\emctl register_connector connector "C:\OracleHomes\oms10g\sysman\connector\HP_Service_Manager_Connector\HP_Service_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.

password

Password for SYSMAN.

Oracle Home

OMS Oracle home located at "<oraclehome>\oms10g". Double quotes are recommended.

The new HP Service Manager connector should now appear in the Management Connector Page of the Enterprise Manager Grid Control Console as shown in Figure 2-1.

For information about registering ticket templates, see Section 3.1.1, "Registering Ticket Templates".

Figure 2-1 HP Service Manager Connector

Deploying the Connector and Registering the Templates in Enterprise 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>

This extracts the hp_service_manager_connector.jar file to the following folder:

$ORACLE_HOME/sysman/connector/HP_Service_Manager_Connector/

For example:

emctl extract_jar connector -jar hp_service_manager_connector.jar -cname "HP Service Manager Connector"

2. 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 $ORACLE_HOME/sysman/connector/HP_Service_Manager_Connector/HP_Service_Manager_Connector.xml  -cs //$emhost:$dbport/$dbSID -repos_user sysman -repos_pwd $repospwd

The HP Service Manager Connector should now appear on the Management Connector page.

emctl Parameters

Table 2–2 provides descriptions 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 ID or service name if you are using RAC database as the repository.

repos_user

Specify SYSMAN.

repos_pwd

Password for SYSMAN.

ctname

Connector type name — Specify "HP Service Manager Connector". The double quotes ("") are mandatory.

cname

Connector name — Specify "HP Service Manager Connector". The double quotes ("") are mandatory.

iname

Internal name — Depending on the template, the values can be ServiceManager_Default_Incident.xsl, ServiceManager_Default_Incident_AutoClose.xsl, createTicket, getTicket, or updateTicket.

tname

Template name — Depending on the template, the values can be Create Ticket Response, Get Ticket Request, Get Ticket Response, Update Ticket Response, or a name defined by the user.

ttype

Template type — Specify 1 for inbound transformation and 2 for outbound transformation.

description

Short description for the ticket template. This description is also displayed in Enterprise Manager.

Registering Templates

For each template, run the following emctl register_template connector command as a user with execute privilege on emctl and the ability to read the template:

emctl register_template connector -t <template.xml> -cs //<server>:<port>/<dbSID> -repos_user <username> -repos_pwd <password> -ctname <connector_type_name> -cname <connector_name> -iname <internal_name> -tname <template_name> -ttype <template_type> -d <description>

Replace <template.xml>, <internal_name>, <template_name> and <template_type> with the values listed in Table 2–3. For example:

emctl register_template connector -t $ORACLE_HOME/sysman/connector/HP_Service_Manager_Connector/ServiceManager_Default_Incident.xsl -cs //<server>:<port>/<dbSID> -repos_user <username> -repos_pwd <password> -ctname "HP Service Manager Connector" -cname "HP Service Manager Connector" -iname "ServiceManager_Default_Incident.xsl" -tname "ServiceManager_Default_Incident.xsl" -ttype 2 -d "This is the request xsl file for ServiceManager_Default_Incident method"

The following table lists the properties of each template for the HP Service Manager Connector.

Table 2-3 Possible Replacement Values For register_template Parameters

template.xsl

template_name

internal_name

template_type

ServiceManager_Default_Incident.xsl

<Defined by the users>

<Defined by the users>

2

ServiceManager_Default_Incident_AutoClose.xsl

<Defined by the users>

<Defined by the users>

2

createTicketResponse.xsl

Create Ticket Response

createTicket

1

getTicket_request.xsl

Get Ticket Request

getTicket

2

getTicket_response.xsl

Get Ticket Response

getTicket

1

updateTicketResponse.xsl

Update Ticket Response

updateTicket

1

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_name>  -repos_user SYSMAN -repos_pwd <password> -ctname "HP Service Center Connector" -cname "HP Service Center Connector" -tname "Create Ticket Response" -iname "createTicket" -ttype 1 -d

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:

- Working with Ticket Templates

- Configuring the Connector

- Configuring the HP Service Manager Web Console

- Testing the Connector

- Navigating Between Enterprise Manager and HP Service Manager

Working with Ticket Templates

The following sections provide information about registering, removing, replacing, and adding ticket templates. Use the Configure Management Connector Ticket Templates page (Figure 3–1) to perform any of the tasks mentioned in the following sections.

Registering Ticket Templates

You need to register ticket templates before they are recognized in Enterprise 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. Only a person trained to modify XSL files for the connector framework should modify the templates. For more information about modifying ticket templates, see Section 4.3, "Customizing 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.

Registering a Template

From the Oracle Management Server (OMS) host command window, run the following emctl command from the $ORACLE_HOME/bin directory for each applicable ticket template:

emctl register_ticket_template connector <ticketTemplate.xml> <server> <port> <database sid> <username> <password> <connectorTypeName> <connectorName> <templateName> <description>

The template in Example 3–1 creates an Incident in Service Manager and supports AutoClose.

Example 3-1 register_ticket_template connector

C:\OracleHomes\oms10g\BIN\emctl register_ticket_template connector "C:\OracleHomes\oms10g\sysman\connector\HP_Service_Manager_Connector\templates\Service_Manager_Default_Incident_AutoClose.xsl" <Host Server Name> 1521 emrep SYSMAN <password> "HP Service Manager Connector" "HP Service Manager Connector" "Service Manager Default Incident AutoClose" "This template creates an Incident in Service Manager and supports autoclose."

emctl Parameters for Ticket Registration

Table 3–1 provides descriptions for each emctl parameter for ticket registration.

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 xsl as the file extension since the format is XSLT; for example, ServiceCenter_Default_Incident.xsl. If the file is in a different directory, provide the complete path for the file.

Server

Host name of the Enterprise Manager repository.

port

Listener port of the repository.

database sid/ Service Name for RAC DB

Repository database instance ID.

username

Specify SYSMAN.

password

Password for SYSMAN.

connectorTypeName

Connector type name. For example, "HP ServiceCenter Connector". The double quotes (" ") are mandatory.

connectorName

Connector name. This should be the same as the connector type name. For example, "HP ServiceCenter Connector". The double quotes (" ") are mandatory.

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.

Verifying Registration

To verify that the templates are registered properly, navigate to the Ticket Templates tab on the Configure Management Connector: HP Service Manager Connector page. The registered templates must be visible in the list as shown in Figure 3–1.

Figure 3-1 Configure Management Connector Ticket Templates Page

Viewing Template Code

Click a template name to view the code for the template.

The ticket templates are in XSLT format. A basic knowledge of XSLT is required to understand the code.

Removing Templates

To remove a template, perform the following steps:

Important:

If the template you delete has a notification rule associated with it, the notification fails.

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. You can re-register the ticket template later if required.

Replacing Templates

To replace an existing ticket template, do the following in the sequence indicated:

1. Delete the ticket template.

2. Register the new template using emctl.

Adding New Templates

To add templates, you should define new templates and register them using emctl.

See Also:

Section 4.3, "Customizing Ticket Templates"

Avoiding Notification Failures

Notification is blocked for processing if the notification device is down because of problems. For instance, notification is blocked if the Service Manager server is down, the Service Manager 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.

Configuring the Connector

To configure the connector:

1. As Super Administrator, from Enterprise Manager Grid Control, click Setup.
The Overview of Setup page appears.

2. Click Management Connectors in the left pane.
The Management Connectors page appears. The row for the ticketing connector should appear in this page as shown in Figure 2–1.

3. Click the Configure icon for the connector that you just registered.
The General tab of the Configure Management Connector page appears (Figure 3-2).

Figure 3-2 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://<server name or IP address>: 13080/

... where 13080 is the default installation port. This may vary with your installation.

These end points to CreateTroubleTicket, UpdateTroubleTicket, and GetTroubleTicket Web services are exposed by HP Service Manager Help Desk. The CreateTroubleTicket and UpdateTroubleTicket operations are used during manual and automated 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 privileges/roles in the Service Manager to create, update, and query tickets in the HP Service Manager. All incident tickets created through the connector are generated with this user account.

- Service Manager Password
Specify the password associated with the supplied HP Service Manager user.

- Ticket Number
Specify this to verify the Web service end point information. See Section 3.4, "Testing the Connector" for more information.

5. (Optional) Configure the web console settings.
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. If this is not checked, the HP Service Manager Web console cannot be launched in context of the ticket from the Enterprise Manager console.

- Web Server
HP Service Manager host name. Provide the system name and port details of the Web server that hosts the HP Service Manager Application User Interface (not the details of Web services or the database server). Enter the Web Server address in the format:

<Servername or IP Address>:<Port>

See:

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".

6. (Optional) Configure the grace period.
If you configure this option, Enterprise Manager alerts that have generated an incident will update or reopen the incident if an alert is triggered. 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 to the Ticket Templates tab (Figure 3–1) and ensure that the ticket templates are successfully loaded.

If you choose HTTPS as the protocol to establish a connection between the HP Service Manager and Enterprise Manager, see Appendix A, "Enabling SSL for HTTPS".

Note:

Oracle recommends that you use HTTPS as the protocol for the communication between Enterprise Manager and the HP Service Manager Web Service server.
Use HTTP only if a secure connection is not required and the data can be transferred in clear text between the two systems without compromising security.

Configuring the HP Service Manager Web Console

Verify the configuration of the web.xml file in the WEB-INF folder of the Tomcat web tier context root by doing the following:

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. Make sure the querySecurity parameter is set to false as follows:

<init-param>
<param-name>querySecurity</param-name>
<param-value>false</param-value>

Note:

Based upon how the Enterprise Manager Connector Framework works, the hash information normally required in the URL when querySecurity is set to true cannot be present. This requires that the URL security be turned off.
Your security team needs to evaluate if the risks outweigh the need for the URL to be embedded into the Enterprise Manager alert. Service Manager still requires user authentication when hashing is turned off to access the web console enforcing authorization to the operation requested.

Testing the Connector

To test the connector, do the following:

1. In the Management Connectors page (Figure 2–1), select the HP Service Manager connector and click Configure.

2. Enter a valid ticket (Incident in Service Manager) into the Ticket field and click OK.
This executes the web service operation getTicket call to validate the incident. If Enterprise Manager cannot properly retrieve the incident, it returns an error and returns to the Management Connectors page.

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.

Navigating from Enterprise Manager to HP Service Manager

1. In the Enterprise Manager console, click the alert message to go to the metric details page for the alert.

2. In the Alert History table, locate the ticket ID link in the Last Comment column shown in Figure 3-3.

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.

Note:

If you do not use the HP Service Manager Web console, uncheck the "Enable web console features" option discussed in Section 3.2, "Configuring the Connector" so that the ticket ID is shown in plain text. Otherwise, it is displayed as a link that does not work.

Navigating from HP Service Manager to Enterprise Manager

From 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:

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

- On the HP Service Manager console, if the URL appears as text, you need to cut and paste the URL into the browser.

Figure 3-4 Alert Details in HP Service Manager Console

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.

Out-of-Box HP Service Manager Templates

Table 4–1 lists the out-of-box templates. Changes to the Service Manager IncidentManagement WSDL may require these templates to be modified to reflect the changes.

Table 4-1 Out-of-Box HP Service Manager Templates

Template Group

Template XSL Group

Description

Default

This template group creates a new Service Manager incident report with defaults. It does not auto close the Service Manager Incident when an Enterprise Manager Alert clears.

Service_Manager_Default_Incident.xsl

Creates, updates, and reopens the Service Manager Incident.

Auto Close

This template group creates a new Service Manager incident report with defaults, and performs an Incident auto close when the Enterprise Manager Alert clears.

Service_Manager_Default_Incident_AutoClose.xsl

Creates, updates, reopens, and closes the ServiceCenter Incident.

Reading and Mapping Ticket Templates

This section describes the mappings that exist for each of the ticket templates described above. The ticket templates are XLS files that transform the Enterprise Manager Event data into a Service Manager Incident.

The mappings are dependent on the HP Service 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 alert Clear status.

Note:

In the tables, * denotes a literal string and ** indicates if the attribute applies.

Table 4-2 Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch

Service Manager Ticket Attributes

Enterprise Manager Alert Attributes

Value

Severity

Conditional Settings

Enterprise Manager Service Manager

25 (Critical) 2 (Urgent)

20 (Warning) 3 (Medium)

Unreachable Start 2 (Urgent)

Agent unreachable 2 (urgent)

Blackout 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-the-box Service Manager setting of 'applications' for a ProductType.

applications

ProblemType

Corresponds to the out-of-the-box Service Manager setting of 'none' for a ProblemType.

none

PrimaryAssignmentGroup

Corresponds to the out-of-the-box Service Manager setting of 'HELPDESK' for the primary assignment group.

HELPDESK

IncidentDescription

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.

Target Type: <TargetType>

Target Name:<TargetName>

MetricColumn — Name of the metric; for example, CPU Utilization(%).

MetricName — Category of the metric. For the CPU Utilization(%) metric, this would be 'Load.

KeyColumn** — For metrics that monitor a set of objects, KeyColumn indicates the type of object monitored. For example, for the Tablespace Space Used (%) metric that monitors tablespace objects, the KeyColumn is 'Tablespace Name'.

KeyValues** — For metrics that monitor a set of objects, the 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 Manager Web Console.

Values from the Alert Context

BriefDescription (Title)

<Message>

Note: The Brief Description field is displayed as the Incident title in Service Manager

Values from the Alert Context

JournalUpdates

Incident created by Oracle Enterprise Manager Connector for the HP Service Manager based on an alert with <severity> severity. Message: <message>.

Values from the Alert Context

AlertStatus

Service Manager sets to Open by default on Create Operation

“Open”

The mapping in Table 4–3 is specific to an update of an Incident caused by a change of the event status.

Table 4-3 Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch

Ticket Attributes

Enterprise Manager Alert Attributes

Value

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.

IF TicketID is not Blank

CONDITIONAL

<EM_alert_message>

Values from the Alert Context.

IMTicketStatus

Static value

Open

Status

Static value

Reopen

JournalUpdates

Ticket reopened because the associated alert re-triggered at <EM_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 by Oracle Enterprise Manager

Note: This value cannot be verified, because journal updates cannot be displayed after the incident has been closed.

ResolutionFixType

Corresponds to the out-of-the-box Service Manager setting of 'permanent' for a resolution fix type.

Permanent

ClosureCode

Corresponds to the out-of-the-box Service Manager setting of 'User Closure' for a Closure Code

User Closure

Resolution

Static

The alert was resolved in Oracle Enterprise Manager

Otherwise

JournalUpdates

Ticket updated due to change in severity of the associated alert. Severity: <EM_severity>. Message: <EM_alert_message>.

Values from the Alert Context.

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify them. The templates are highly customizable. Oracle recommends that only users with advanced knowledge of XSLT make complex changes.

HP Service Manager's web services enable you to modify the data published. See the HP Service Manager documentation on how to publish web service information. This connector uses the Incident Management WSDL.

Procedure for Customizing

Oracle recommends that you use one of the existing templates as the base template. Copy this ticket template to a new file, modify it, then register the new ticket template.

Changing the 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.XSL.

2. Modify the new XSL document to reflect the change. This example makes a simple change to set the default company to a fixed 'value' of 'AJAX'. Open the newly-copied XSL file in edit mode as shown in Figure 4–1.

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.

<m:Company>AJAX</m:Company>

This instructs the connector framework to supply the value of AJAX 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 AJAX. Of course, AJAX must be a valid Service Manager company or the request will fail.

This is a simple example of customizing ticket templates. Complex XSL code can be written to manage the mapping of data between the Enterprise Manager Alert and the Service Manager Incident Ticket.

A Enabling SSL for HTTPS

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.

Note:

The certificate request file is dependent on the Web server that HP Service Manager uses.

2. After you get the certificate, import it to the Web server that HP Service Manager uses. The import mechanism varies depending on the Web server that the HP Service Manager Help Desk uses.

Installing and Configuring SSL

For information 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 following orapki utility command at the OMS host:
orapki wallet create -wallet client -auto_login

orapki is available at $ORACLE_HOME/bin on OMS.

2. Add the trusted certificate to the wallet by entering the following command:
orapki wallet add -wallet client -trusted_cert -cert verisignCert.cer

3. To view the content of the wallet, enter the following command:
orapki wallet display -wallet client

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.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 Also:

For information on creating a wallet, see "Creating and Viewing Oracle Wallets with orapki" in the Oracle Database Advanced Security Administrator's Guide, 10g Release 2 (10.2).

B Preventing HP Service Manager Update Issues

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. 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 Connector Framework, the updates will be successful.

Index

A  C  E  G  H  I  M  O  P  R  S  T  U  W

A

Auto Ticketing

HP ServiceCenter Connector, 1.2

C

configuring

HP ServiceCenter Connector, 3.2

customizing

HP ServiceCenter ticket templates, 4.3

E

emctl parameters

HP ServiceCenter Connector, 2.3

Remedy Connector, 2.4

G

grace period

HP ServiceCenter Connector, 1.5

H

HP ServiceCenter

Auto Ticketing, 1.2

out-of-box templates, 4.1

HP ServiceCenter Connector

configuring, 3.2

customizing ticket templates, 4.3

emctl parameters, 2.3

grace period, 1.5

installing, 2.1

manual ticketing, 1.3

out-of-box templates, 4.1

overview, 1

prerequisites, 1.7

recommended protocol, 3.2

registering, 2.3

supported alerts, 1.1

ticket templates, 1.4

uninstalling, 2.2

Web Console settings, 3.2

HP ServiceCenter HelpDesk

6.1, 1.7

Web services, 1.7

I

installing

HP ServiceCenter Connector, 2.1

removing the Remedy Connector, 2.1.1

M

manual ticketing

HP ServiceCenter Connector, 1.3

O

out-of-box templates, HP ServiceCenter Connector and, 4.1

P

prerequisites

HP ServiceCenter Connector, 1.7

R

recommended protocol

HP ServiceCenter Connector, 3.2

registering the HP ServiceCenter Connector, 2.3

Remedy Connector

emctl parameters, 2.4

removing the Remedy Connector, 2.1.1

S

supported alerts

HP ServiceCenter Connector, 1.1

T

templates

customizing HP ServiceCenter ticket templates, 4.3

out-of-box for HP ServiceCenter, 4.1

ticket templates

customizing HP ServiceCenter ticket templates, 4.3

HP ServiceCenter Connector, 1.4

transformation style sheets

HP ServiceCenter Connector, 1.4

U

uninstalling the HP ServiceCenter Connector, 2.2

W

Web Console settings

HP ServiceCenter Connector, 3.2

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