Oracle Enterprise Manager 1.0.4.0.0 User's Manual
Contents
1. gt lt m TicketOwner n TicketOwner gt 1 SLAAgreementII SLAAgreementIi gt lt Sit t t t gt t r gt I m Solution m Solution m Solution gt lt m Ssolu O gt lt m instance gt lt m model gt 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 lt m Company gt AJAX lt m Company gt 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 4 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 reguest 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 4 6 Connector Installation and Configuration Guide A Enabling SSL for HTTPS This appendix provides the needed instructions if yo2. orapki wallet display wallet client Enabling SSL for HTTPS A 1 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 9 N o m B 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 A 2 Connector Installation and Configuration Guide 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 adminis
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4. the Service Manager Incident in the Service Manager Web Console Message Values from the Alert Note The Brief Description field is Context displayed as the Incident title in Service Manager Incident created by Oracle Enterprise Values from the Alert Manager Connector for the HP Service Context Manager based on an alert with severity severity Message message Service Manager sets to Open by default Open on Create Operation The mapping in Table 4 3 is specific to an update of an Incident caused by a change of the event status Using Out of Box Templates 4 3 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 IF TicketIDis CONDITIONAL EM alert message Values from the Alert Context not Blank IMTicketStatus Static value Open Status Static value Reopen JournalUpdates Ticket reopened Values from the Alert Context because the associated alert re triggered at EM severity severity within the grace period Message EM alert message If CONDITIONAL If the Enterprise SeverityCode Manager Alert status 15 or meets the condition an Sever
5. Company Contact incident Description w OK cancel Ed save 4 undo gGEP cose OL Find PP Fia E Clocks US poly Template f 19110063 Ticket Status Josen Bd FSU Queue Length amp 20 crossed warning 10 or critical 20 threshold ESET 7 y 3 lani 4 Incdent Detak ARivitses Contact Cis and Services Attachment Histor Related Records s rg Information open Owner eave Ehared infrastructure Primary Ason Group YSIN Eeemrme a Assignee Name iii ot fopkasens o i Second Asg Group e 8 D Hot Ticket E Totaltossof Service ion Indial Impact Assessment i Enterprise j EWA Urgency B averss E TA Priority 2 High Site Category Eao e ACME Cause Code BUTLER RICHARD Ste f m Phone f extension 300 422 5505 fee Problem Management Candidate gm ffncdert created by EM Service Center Connector EM User SYSMAN fleet information Terget Type Most Torget Mame netbpi vm00ZnetBPI ioca attends i 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 O
6. Servername or IP Address gt lt Port gt See Toinstall the middle tier see the HP Service Manager 7 Web Tier Installation Guide To configure the Web console see Section 3 2 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 Inthe Configure Management Connector page go to the Ticket Templates tab Figure 3 2 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 3 2 Configuring the HP Service Manager Web Con
7. and Configuration Guide Reading and Mapping Ticket Templates Table 4 2 Cont Ticket Creation Service Manager Default Incident AutoClose xsl Service Manager Conditiona Ticket I Branch Attributes Enterprise Manager Alert Attributes Value IncidentDescri ption BriefDescri ption Title JournalUpd ates AlertStatus EMUser Notification rule owner Values from the Alert when the ticket is created through Context auto ticketing and is the Enterprise Manager log in user when the ticket is created through manual ticketing Target Type lt TargetType gt Target Name lt TargetName gt 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 Key Values 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
8. 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 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 vii viii 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 reguirements that you should understand before you start using the HP Service Manager Connector Types of Alerts Auto Ticketing Manual Ticketing Ticket Templates Grace Period m 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 m Metric alerts Availability alerts includes alerts for Up Down Blackout Started Blackout Ended Agent Unreachable Agent Unrea
9. of or any content provided on third party Web sites You bear all risks associated with the use of such content If you choose to purchase any products or services from a third party the relationship is directly between you and the third party Oracle is not responsible for a the guality of third party products or services or b fulfilling any of the terms of the agreement with the third party including delivery of products or services and warranty obligations related to purchased products or services Oracle is not responsible for any loss or damage of any sort that you may incur from dealing with any third party Contents PISIAGE oot SAU RI Rata Rai iei ei itd ubt akadi anna EDS des v Audietice tiit hte dee i ote ie ete ior tan eroi ivo bete aa et ie b oet iro ib HE Pod V Documentation Accessibility 1er ete tiir pet ete te iur eet ee eerte P irte pera tette Tera V Related Doctmients 3 a e e tet mee ht tectus endete tte cce Eon ete Eee Ds ote vi Conventlons uienaebies a Pee beer lebte ber ki e esc teas bod M ve eb e rid b eed Ht da ia bees vi 1 Introduction to the Connector Types of Alerts onte ote to dires item edema Hei nid ete dedecori eite n aon peers 1 1 Auto TIcKeting umisi samma ae amet ee eo dites ge debeam ei t ten a 1 1 Manual Ticketing eee ee dete Sep te ves ide re ence eee 1 2 Ticket Templates ern STN Rede ede ees 1 2 Grace Period ree e e IA SA MSI TA ART AA RI STATES A ee are Eres 1 2 Versions Suppor
10. 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 1 Configuring the Connector so that the ticket ID is shown in plain text Otherwise it is displayed as a link that does not work 3 5 2 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 3 8 Connector Installation and Configuration Guide Navigating Between Enterprise Manager and HP Service Manager Figure 3 4 Alert Details in HP Service Manager Console Incident Number Incident Tithe Alert Status Category Subcategory Product Type Problem Type Manufacturer Class Contact Time Service Contract
11. ORACLE Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector Release 1 0 4 0 0 E12414 03 August 2008 Oracle Enterprise Manager Installation and Configuration Guide for HP Service Manager Connector Release 1 0 4 0 0 E12414 03 Copyright O 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 Reverse engineering disassembly or decompilation of the Programs except to the extent reguired to obtain interoperability with other independently created software or as specified by law is prohibited The information contained in this document is subject to change without notice If you find any problems in the documentation please report them to us in writing This document is not warranted to be error free Except as may be expressly permitted in your license agreement for these Programs no part of these Programs may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose If the Programs are delivered to the United States Government or anyone licensing or using the Programs on behalf of the United States Government the following notice is applicable U S
12. 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 1 Configuring the Connector To configure the connector 1 As Super Administrator from Enterprise Manager Grid Control click Setup The Overview of Setup page appears 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 Click the Configure icon for the connector that you just registered The General tab of the Configure Management Connector page appears Figure 3 1 Configuring the Connector 3 1 Configuring the Connector Figure 3 1 Configure Management Connector General Page ORACLE Enterprise Manager 10g Grid Control se Manager Configuration tv Manaa onnecyrs gt Configure Management Connector HP ServiceManager Connector General Ticket Templates Connection Settings Enter a set of administrator credentials and the wobserice end points for relevant operations of the ticketing system These are required for communications Web Sarace End Points Operation Web Senece End Point airy ereateTicket http HPSersceMgr7D 13080 SM4 Avs SeraiceManager Usemame SerriceManager Password Ticket Number Web Console Settings f you re usin
13. 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 3 Testing the Connector for more information 5 Optional Configure the web console settings 3 2 Connector Installation and Configuration Guide Configuring the HP Service Manager Web Console Web console settings are reguired 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 n 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 m 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 lt
14. ata 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 Selectan out of the box template XSL and make a copy For example copy Service Manager Default Incident AutoClose XSLto 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 Using Out of Box Templates 4 5 Customizing Ticket Templates Figure 4 1 Modifying HP Service Manager Template lt m JournalUpdates gt lt m Journalupdates gt lt HE INCIDE REATED A 1 onfigurationIter m ConfigurationItet gt lt l ocatic gt I a act nf gt I m AlertStatus m Alerts is gt lt m ContactLastNa tactLastNai gt I de i Name irstNan gt I Compan Company
15. 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 reguire 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 Oracle provides dedicated Text Telephone TTY access to Oracle Support Services within the United States of America 24 hours a day 7 days a week For TTY support call 800 446 2398 Outside the United States call 1 407 458 2479 Related Documents For more information see the following
16. books in the Oracle Enterprise Manager documentation set a Oracle Enterprise Manager Integration Guide Oracle Database 2 Day DBA a 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 a 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 vi The following text conventions are used in this document Convention Meaning boldface Boldface type
17. chable 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 1 1 Manual Ticketing See Also Configuring Notifications in the Oracle Enterprise Manager Advanced Configuration Guide After the ticket is opened any subseguent 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 1 3 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 1 4 Ticket Templates Ticket templates are transformation style sheets in XSLT format that transform Enterprise Manager alerts to ticket format befor
18. d 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 Inthe Enterprise Manager console click the alert message to go to the metric details page for the alert 2 Inthe Alert History table locate the ticket ID link in the Last Comment column shown in Figure 3 3 Configuring the Connector 3 7 Navigating Between Enterprise Manager and HP Service Manager Figure 3 3 Alert details in Enterprise Manager Console CPU Gueue Length Last 24 hours Last Updated Mar 21 2008 12 16 47 PM View Data EEE Statistics Metric Value Last Known Value 14 Average Value 7 15 Wi High Value 30 24 Law Value 0 O Warning Threshold 10 18 Critical Threshold 20 12 Occurrences Before Alert 6 Correctwe Action None 0 12 AM 4 8 12 PM 4 8 12 AM 12 PM Mar 20 2008 21 Bl notbp vm092 netBE1 0cal Alert History Comment for Most Recent Alert _ Add Comm icus 110 0612 Next Last Severity Timestamp Message Comment Details amp Mar 21 2008 12 09 47 CPU Queue Length is 20 crossed waming 10 or critical 20 threshold Ticket PM 11410063 was created 3 Ifnot found click the icon in the Details column to get more information about the alert 4 Onthe page that appears locate the ticket ID in the Alert Details table 5 Click the
19. e the reguests 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 reguest 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 The grace period provides you with a configuration to prevent the creation of a large number of tickets for freguently reoccurring alerts For alerts that occur freguently 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 tick
20. e utility which is located in the lt OracleHomes gt 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 Connector select it in the Management Connectors page then click Delete 2 3 Registering the Connector From the Oracle Management Server OMS host command window run the following emct1 command emctl register connector connector lt connectorType xml gt server port databaseSid username password lt oraclehome gt For example C OracleHomes oms10g bin emctl register connector connector C OracleHomes oms10g sysman connector HP_ Service Manager ConnectorMHP Service 2 2 Connector Installation and Configuration Guide 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 gualified 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 lt oraclehome gt Yoms10g Double quotes are recommended The new HP S
21. eeeee 3 7 Navigating from HP Service Manager to Enterprise Manager sss 3 8 4 Using Out of Box Templates Out of Box HP Service Manager Templates esses eee 4 1 Reading and Mapping Ticket Templates sess eene enne 4 1 Customizing Ticket Templates ere epe tenete tee ti tr s aa SILK 4 5 A Enabling SSL for HTTPS Generating and Importing a Certificate Request esses eee eee A 1 Installing and Configuring SSL snoeren ide an TA ka es kko akka aee nr ee tte Avaa A 1 Adding Signed Certificates to Wallet Manager sss eee nennen A 1 B Preventing HP Service Manager Update Issues Index Audience Preface This Connector Installation and Configuration Guide provides the information that you reguire to install and configure the HP Service Manager Connector that integrates Enterprise Manager with HP Service Manager management tools and help desk systems 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 with good usability to the disabled community To that end our documentation includes features that make information
22. ere 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 xs1 as the file extension since the format is XSLT for example ServiceCenter Default Incident xs1 Ifthefileisina 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 Repository database instance ID Name for RAC DB 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 Configuring the Connector 3 5 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 Verifying Registration To verify that the templates are registered properly navigate to the Ticket Templates tab on the Configure Management C
23. ervice 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 4 1 Registering Ticket Templates Figure 2 1 HP Service Manager Connector ORACLE Enterprise Manager 1y OT i Setup Daturo tia Lazk Grid Control pe enn P F ps i 4 Repo Enterprise Managur Configuration i E SETT Management Connectors A Management Connector rs a etmporent that integrates ferent arteries k mevoiks nin the Entannta NER m g 1 Minter Contaba This papa bets Tho available contactors In onbir fo ues tham on your system they mas be Pago Retrostad Mar 20 2008 12 087 PM 1 conige ki Denk Pownce 1 2 2 0 Sheet Ras IIDIILISIISSDSIIEE Vanden Duesee JorrNNHISSSNNNNISSSNNNMSSENNHTN Configure Configure L C HP SaracsMaramai Cormectir 10400 HP Saraco Manager nlegrdion wth EM v S C Wirrozot Operations Manapar Connector 20000 Wirot Operations Manapar integration with Enterpise Manapar Related Links Installing and Registering the Connector 2 3 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
24. et 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 1 6 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 1 2 Connector Installation and Configuration Guide Prereguisites 1 7 Prereguisites Before using the HP Service Manager Connector ensure that you meet the following prereguisites 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 2 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 Introduction to the Connector 1 3 Prereguisites 1 4 Connector Installation and Configuration Guide 2 Installing and Registeri
25. g 3 web cenacle you can enable the connector to provide URL links to the ticket on the metric detals page and vice versa Enable web console features Web Sener HPSeracetgi70 6060 sm Grace Period The grace period is a time value that is compared aganst the data of the time an alert cleared to the time il transitioned out of clear ithe time data is greater than the grace period the alert otherwise the ticket is reopened T7 Enable grace period Grace Period Hours P General Ticket Templates 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 Get TroubleTicket 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 3 Testing the Connector Service Manager Username Specify the user name for HTTP basic authentication supported by the HP Service Manager web services
26. ident If Enterprise Manager cannot properly retrieve the incident it returns an error and returns to the Management Connectors page 3 4 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 2 to perform any of the tasks mentioned in the following sections 3 4 1 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 3 4 Connector Installation and Configuration Guide 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
27. ity update occurs on the Unreachable Incident that closes the Clear Incident or Agent Unreachable Clear or Blackout End or Metric Error End 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 Permanent out of the box Service Manager setting of permanent for a resolution fix type ClosureCode Corresponds to the User Closure out of the box Service Manager setting of User Closure for a Closure Code Resolution Static The alert was resolved in Oracle Enterprise Manager Otherwise 4 4 Connector Installation and Configuration Guide 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 lt EM_ severity gt Message lt EM alert message gt 4 3 Customizing Ticket Templates If the out of box ticket templates do not satisfy your reguirements 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 d
28. nager and HP Service Manager 1 Select the template and click Remove 2 Atthe 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 3 4 4 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 emct1 3 4 5 Adding New Templates To add templates you should define new templates and register them using emct1 See Also Section 4 3 Customizing Ticket Templates 3 4 6 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 3 5 Navigating Between Enterprise Manager and HP Service Manager After you have configure
29. ng 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 1 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 2 1 1 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 Login to the Oracle Enterprise Manager console Specify user credentials with Super Administrator privileges Specify the password and click Login 2 Inthe Grid Home page click Setup 3 IntheSetup Options page select Management Connectors The installed Management Connectors are di
30. ol HP ServiceCenter Connector 3 3 registering the HP ServiceCenter Connector 2 2 removing the Remedy Connector 2 1 S supported alerts HP ServiceCenter Connector 1 1 T templates customizing HP ServiceCenter ticket templates 45 out of box for HP ServiceCenter 4 1 ticket templates customizing HP ServiceCenter ticket templates 45 HP ServiceCenter Connector 1 2 transformation style sheets HP ServiceCenter Connector 1 2 Index 1 U uninstalling the HP ServiceCenter Connector 2 2 W Web Console settings HP ServiceCenter Connector 3 3 Index 2
31. onnector HP Service Manager Connector page The registered templates must be visible in the list as shown in Figure 3 2 Figure 3 2 Configure Management Connector Ticket Templates Page ORACLE Enterprise Manager 10g Grid Control Enterprise Manager Configuration Management Services and Repository Agents Management Connectors gt Configure Management Connector HP ServiceManager Connector General TicketTemplates Ticket templates are XSLT files based upon provided XML schemas of the Enterprise Manager Alert model and the Trouble Ticketing System model Temp Enterprise Manager Alert Templates must be loaded through emctl This page lists the currently registered templates Remove j Select Name Description G Serice Manager Default Incident This template creates an Incident in Service Manager C SericeManager Default incident AutoClose This template creates an Incident in Service Manager and supports autoclose General Ticket Templates ORE 3 4 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 3 4 3 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 3 6 Connector Installation and Configuration Guide Navigating Between Enterprise Ma
32. or exclusion of the auto close feature This feature performs an update that auto closes the incident based on the alert Clear status Using Out of Box Templates 4 1 Reading and Mapping Ticket Templates Note attribute applies In the tables denotes a literal string and indicates if the Table 4 2 Ticket Creation Service Manager Default Incident AutoClose xsl Mappings Service Manager Conditiona Ticket I Branch Attributes Enterprise Manager Alert Attributes Value Severity Conditional Settings Derived Enterprise Manager Service Manager 25 Critical 2 Urgent 20 Warning 3 Medium Unreachable Start 2 Urgent Agent unreachable 2 urgent Blackout Start 3 Med IF TicketID If the ticket id is not present in the alert is blank it assumes a create incident Category Corresponds to the out of the box sharedinfrastructure Service Manager setting of shared infrastructure for a category Subcategory Corresponds to the out of the box enterprise Service Manager setting of enterprise for a sub category ProductType Corresponds to the out of the box applications Service Manager setting of applications for a ProductType ProblemType Corresponds to the out of the box none Service Manager setting of none for a ProblemType PrimaryAssign Corresponds to the out of the box HELPDESK mentGroup Service Manager setting of HELPDESK for the primary assignment group 4 2 Connector Installation
33. sole Verify the configuration of the web xm1 file in the WEB INF folder of the Tomcat web tier context root by doing the following Configuring the Connector 3 3 Testing the Connector 1 Make sure the serverHost parameter value is changed from local host to the fully gualified 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 guerySecurity parameter is set to false as follows lt init param gt lt param name gt guerySecurity lt param name gt lt param value gt false lt param value gt Note Based upon how the Enterprise Manager Connector Framework works the hash information normally reguired in the URL when guerySecurity is set to true cannot be present This reguires 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 reguires user authentication when hashing is turned off to access the web console enforcing authorization to the operation reguested 3 3 Testing the Connector To test the connector do the following 1 Inthe Management Connectors page Figure 2 1 select the HP Service Manager connector and click Configure 2 Entera valid ticket Incident in Service Manager into the Ticket field and click OK This executes the web service operation get Ticket call to validate the inc
34. splayed 4 Select the Remedy connector and click Delete Confirm that you want to delete the connector Installing and Registering the Connector 2 1 Uninstalling the Connector Note Follow the same procedure to delete any Ticket connector previously installed if applicable 2 1 2 Adding the New HP Service Manager Connector To add the new connector follow these steps 1 2 Download the HP Service Manager Connector from OTN Run the following command to extract the connector emctl extract jar connector lt jarfile gt lt connectorTypeName gt lt oracleHome gt 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 Connectorinthe lt OracleHomes gt sysman connector directory Initiate registration as follows a Register the connector to Enterprise Manager which you only need to do once For this registration procedure see Section 2 3 Registering the Connector b Register the ticket templates to Enterprise Manager For this registration procedure see Section 3 4 1 Registering Ticket Templates Steps a and b both require the emct 1 bat command lin
35. ted eere eee e d ret eet Freire ra ee Se dringt 1 2 Prerequisites cud tempe eed d Saabs eat avers abd she aa Dg Mee e C LU EHE Iba tn un LIP Tee Edd 1 3 2 Installing and Registering the Connector Installing the Connector sospieites eie eite ende niece erc ees itis tees sepes svet 2 1 Removing the Remedy Connector sssssssesseeneneene i iaia ia 2 1 Adding the New HP Service Manager Connector ssssssssseeee eee e eene 2 2 Uninstalling the Connector erre emet reete tenete bae e epe a 2 2 Registering the Connector ss a ee eee eet e diee NT 2 2 3 Configuring the Connector Configuring the Connector cepe ee ete nde tee e tee retis 3 1 Configuring the HP Service Manager Web Console sess 3 3 Testing the Connector oett TI KT ttim Here perte ITS P rna lae tnt 3 4 Working with Ticket Templates isisisi sisirangan enint Dos dee reri use sive 3 4 Registering Ticket Templates retten ter adit te e pete baee 3 4 Viewing Template Code oit net rapi ene e ene a pe Me Ee bn kieran 3 6 Removing Templates us esent Abre nif M a BU Kai eie pe i E REEL npe erga 3 6 Replacing Templates une see e e e t te dett 3 7 Adding New Templates ennienni uae e e EAA m o ir E edere enc 3 7 Avoiding Notification Fail tes 2 dre ee eret eere de ie dete TAS a ne teer 3 7 Navigating Between Enterprise Manager and HP Service Manager 3 7 Navigating from Enterprise Manager to HP Service Manager ssssssssse
36. 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 lt database sid gt lt username gt lt password gt lt connectorTypeName gt lt connectorName gt lt templateName gt lt description gt 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 gt 1521 emrep SYSMAN lt password gt 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 emct1 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 th
37. trators 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 Preventing HP Service Manager Update Issues B 1 B 2 Connector Installation and Configuration Guide A Auto Ticketing HP ServiceCenter Connector 1 1 C configuring HP ServiceCenter Connector 3 1 Connector 2 2 customizing HP ServiceCenter ticket templates E 4 5 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 grace period 1 2 installing 2 1 manualticketing 1 2 out of box templates 4 1 overview 1 1 prerequisites 1 3 recommended protocol 3 3 registering 2 2 supported alerts 1 1 ticket templates 1 2 uninstalling 2 2 Web Console settings 3 3 HP ServiceCenter HelpDesk 6 1 1 3 Web services 1 3 Index 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 prereguisites HP ServiceCenter Connector 1 3 R recommended protoc
38. u choose HTTPS as the protocol to establish a connection between HP Service Manager and Enterprise Manager Generating and Importing a Certificate Reguest Do the following to generate and then import the certificate 1 Generate a certificate reguest file for HP Service Manager and send it to the Certificate authority such as VeriSign Note The certificate reguest file is dependent on the Web server that HP Service Manager uses 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 SORACLE 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 SORACLE HOME bin on OMS Add the trusted certificate to the wallet by entering the following command orapki wallet add wallet client trusted cert cert verisignCert cer To view the content of the wallet enter the following command
39. ut of Box HP Service Manager Templates Table 4 1 lists the out of box templates Changes to the Service Manager IncidentManagement WSDL may reguire 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 Creates updates and reopens the Default Incident xsl 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 Creates updates reopens and Default Incident closes the ServiceCenter Incident AutoClose xsl 4 2 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
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