Introduction To The Connector; Types Of Alerts; Auto Ticketing - Oracle Enterprise Manager 1.0.4.0.0 Installation And Configuration Manual

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
■
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,
and Metric Error Resolved)
1.2 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.

Introduction to the Connector

Introduction to the Connector 1-1
1