Related Manuals for Oracle Oracle Enterprise Manager 1.0.4.0.0
Summary of Contents for Oracle Oracle Enterprise Manager 1.0.4.0.0
- 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 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.
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Page 3: Table Of Contents
Contents Preface ................................. v Audience............................... Documentation Accessibility ........................Related Documents ............................. vi Conventions ..............................vi Introduction to the Connector Types of Alerts ............................1-1 Auto Ticketing ............................1-1 Manual Ticketing ............................. 1-2 Ticket Templates............................1-2 Grace Period .............................. 1-2 Versions Supported..........................1-2 Prerequisites.............................. - Page 4 Testing the Connector ..........................3-7 Navigating Between Enterprise Manager and HP Service Manager ..........3-7 Navigating from Enterprise Manager to HP Service Manager ........... 3-7 Navigating from HP Service Manager to Enterprise Manager ........... 3-8 Using Out-of-Box Templates Out-of-Box HP Service Manager Templates ..................4-1 Reading and Mapping Ticket Templates.....................
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Page 5: Preface
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. -
Page 6: Related Documents
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 ■... -
Page 7: Introduction To The Connector
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. -
Page 8: Manual Ticketing
Manual Ticketing "Configuring Notifications" in the Oracle Enterprise See Also: 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. -
Page 9: Prerequisites
Prerequisites The base Enterprise Manager version number for the HP Service Manager Connector Release 1.0.4.0.0 is Enterprise Manager 10g Release 4. 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. ■... - Page 10 Prerequisites 1-4 Connector Installation and Configuration Guide...
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Page 11: Installing And Registering The Connector
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 ■... -
Page 12: Adding The New Hp Service Manager Connector
Uninstalling the Connector Follow the same procedure to delete any Ticket connector Note: previously installed, if applicable. 2.1.2 Adding the New HP Service Manager Connector To add the new connector, follow these steps: Download the HP Service Manager Connector from OTN. Run the following command to extract the connector: emctl extract_jar connector <jarfile>... - Page 13 Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 Manager_Deploy_Connector.xml" localhost 1521 emrep SYSMAN password "C:\OraclHomes\oms10g" Table 2–1 emctl Parameters Parameter Description Fully- qualified name of the connector deployment file. The file Deployment File is Service_Manager_Connector.xml, which resides in the Connector home directory.
- Page 14 Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 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" Deploy the connector by running the following emctl command. You only need to run this step on one OMS.
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Page 15: Registering Templates
Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 Table 2–2 (Cont.) emctl Parameters Parameter Description Short description for the ticket template. This description is also description displayed in Enterprise Manager. 2.4.1 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>... - Page 16 Deploying the Connector and Registering the Templates in Enterprise Manager 10g Release 5 2-6 Connector Installation and Configuration Guide...
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Page 17: Configuring The Connector
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 ■... - Page 18 Working with Ticket Templates 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"...
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Page 19: Viewing Template Code
Working with Ticket Templates Figure 3–1 Configure Management Connector Ticket Templates Page 3.1.2 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. -
Page 20: Replacing Templates
Configuring the Connector 3.1.4 Replacing Templates To replace an existing ticket template, do the following in the sequence indicated: Delete the ticket template. Register the new template using emctl. 3.1.5 Adding New Templates To add templates, you should define new templates and register them using emctl. Section 4.3, "Customizing Ticket Templates"... - Page 21 Configuring the Connector Figure 3–2 Configure Management Connector General Page 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/ ...
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Page 22: Configuring The Hp Service Manager Web Console
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. -
Page 23: Testing The Connector
Navigating Between Enterprise Manager and HP Service Manager Make sure the serverHost parameter value is changed from local host to the fully-qualified name of the web tier server. See the Generated Web Tiers URLs section of the help for the Service Manager client. Make sure the querySecurity parameter is set to false as follows: <init-param>... -
Page 24: Navigating From Hp Service Manager To Enterprise Manager
Navigating Between Enterprise Manager and HP Service Manager Figure 3–3 Alert details in Enterprise Manager Console If not found, click the icon in the Details column to get more information about the alert. On the page that appears, locate the ticket ID in the Alert Details table. Click the ticket ID link. - Page 25 Navigating Between Enterprise Manager and HP Service Manager Figure 3–4 Alert Details in HP Service Manager Console Configuring the Connector 3-9...
- Page 26 Navigating Between Enterprise Manager and HP Service Manager 3-10 Connector Installation and Configuration Guide...
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Page 27: Using Out-Of-Box Templates
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. - Page 28 Reading and Mapping Ticket Templates In the tables, * denotes a literal string and ** indicates if the Note: attribute applies. Table 4–2 Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Mappings) Service Manager Conditiona Ticket l Branch Attributes Enterprise Manager Alert Attributes Value Severity Conditional Settings Derived Enterprise Manager Service Manager...
- Page 29 Reading and Mapping Ticket Templates Table 4–2 (Cont.) Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Service Manager Conditiona Ticket l Branch Attributes Enterprise Manager Alert Attributes Value IncidentDescri EMUser — Notification rule owner Values from the Alert ption when the ticket is created through Context auto-ticketing, and is the Enterprise Manager log-in user when the ticket is...
- Page 30 Reading and Mapping Ticket Templates Table 4–3 Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Mappings) Conditional Enterprise Manager Branch Ticket Attributes 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.
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Page 31: Customizing Ticket Templates
Customizing Ticket Templates Table 4–3 (Cont.) Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Conditional Enterprise Manager Branch Ticket Attributes Alert Attributes Value JournalUpdates Ticket updated due to Values from the Alert Context. change in severity of the associated alert. Severity: <EM_ severity>. Message: <EM_alert_message>. 4.3 Customizing Ticket Templates If the out-of-box ticket templates do not satisfy your requirements, you can modify them. - Page 32 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. 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.
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Page 33: A Enabling Ssl For Https
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: Generate a certificate request file for HP Service Manager and send it to the Certificate authority, such as VeriSign. - Page 34 Adding Signed Certificates to Wallet Manager Ensure that ewallet.p12 is available. In Oracle Wallet Manager, open the ewallet.p12 client certificate. Go to Select Trusted Certificates and select Operations on the main menu. Select Export All Trusted Certificates. Save the file as certdb.txt. Place the file certdb.txt in the connector home root directory ($OMS_HOME/sysman/connector).
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Page 35: B Preventing Hp Service Manager Update Issues
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. - Page 36 B-2 Connector Installation and Configuration Guide...
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Page 37: Index
Index Web services, 1-3 Auto Ticketing HP ServiceCenter Connector, 1-1 installing HP ServiceCenter Connector, 2-1 removing the Remedy Connector, 2-1 configuring HP ServiceCenter Connector, 3-4 Connector, 2-2 customizing manual ticketing HP ServiceCenter ticket templates, 4-5 HP ServiceCenter Connector, 1-2 emctl parameters out-of-box templates, HP ServiceCenter Connector HP ServiceCenter Connector, 2-2 and, 4-1... - Page 38 transformation style sheets HP ServiceCenter Connector, 1-2 uninstalling the HP ServiceCenter Connector, 2-2 Web Console settings HP ServiceCenter Connector, 3-6 Index-2...