Oracle Identity Manager

Transcription

1 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management Release E July 2009

2 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management, Release E Copyright 2009, Oracle and/or its affiliates. All rights reserved. Primary Author: Debapriya Datta Contributing Authors: Devanshi Mohan, Alankrita Prakash, Lyju Vadassery 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. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are "commercial computer software" or "commercial technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR , Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA This software is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications which may create a risk of personal injury. If you use this software in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe use of this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software in dangerous applications. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. This software and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services.

3 Contents Preface... v Audience... Documentation Accessibility... Related Documents... Documentation Updates... Conventions... v v vi vi vi What's New in the Oracle Identity Manager Connector for BMC Remedy Ticket Management?... vii Software Updates... Documentation-Specific Updates... vii ix 1 About the Connector Connector Architecture Reconciliation Module Lookup Fields Reconciliation Ticket Reconciliation Provisioning Module Supported Functionality Multilanguage Support Files and Directories That Comprise the Connector Determining the Release Number of the Connector Deploying the Connector Verifying Deployment Requirements Copying the External Code Files Oracle Identity Manager Running on Microsoft Windows Oracle Identity Manager Running on Linux or Solaris Installing the Connector on Oracle Identity Manager Release or Later Running the Connector Installer Configuring the IT Resource Installing the Connector on Oracle Identity Manager Release Through Copying the Connector Files and External Code Files Importing the Connector XML File Defining IT Resources iii

4 Configuring the Oracle Identity Manager Server Changing to the Required Input Locale Clearing Content Related to Connector Resource Bundles from the Server Cache Enabling Logging Configuring the Target System Customizing the HPD:IncidentInterface_Create and HPD:Help Desk Forms for Each Target Application 2-11 Enabling Encryption Enabling Remedy Encryption AR System Encryption Error Messages Configuring Connector Functionality Configuring Reconciliation Configuring the Reconciliation Scheduled Tasks Specifying Values for the Scheduled Task Attributes Lookup Fields Reconciliation Scheduled Task BMC Ticket Reconciliation Scheduled Task Adding Custom Attributes for Reconciliation Configuring Provisioning Compiling Adapters Adding Custom Attributes for Provisioning Configuring the Connector for Multiple Target Applications Testing and Troubleshooting Testing the Connector Testing Partial and Batched Reconciliation Troubleshooting Connector Problems Known Issues A Attribute Mappings Between Oracle Identity Manager and BMC Remedy Ticket Management Index iv

5 Preface This guide provides information about Oracle Identity Manager Connector for BMC Remedy Ticket Management. Audience This guide is intended for users who want to deploy the Oracle Identity Manager Connector for BMC Remedy Ticket Management. 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 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. Deaf/Hard of Hearing Access to Oracle Support Services To reach Oracle Support Services, use a telecommunications relay service (TRS) to call Oracle Support at An Oracle Support Services engineer will handle technical issues and provide customer support according to the Oracle service request process. Information about TRS is available at and a list of phone numbers is available at v

6 Related Documents For information about installing and using Oracle Identity Manager, see the Oracle Identity Manager documentation library. For generic information about connectors, see Oracle Identity Manager Connector Concepts. The following Oracle Technology Network page provides links to Oracle Identity Manager documentation: Documentation Updates Conventions Oracle is committed to delivering the best and most recent information available. For information about updates to the Oracle Identity Manager Connectors documentation, visit Oracle Technology Network at The following text conventions are used in this document: Convention boldface italic monospace Meaning Boldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary. Italic type indicates book titles, emphasis, or placeholder variables for which you supply particular values. Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter. vi

7 What's New in the Oracle Identity Manager Connector for BMC Remedy Ticket Management? This chapter provides an overview of the updates made to the software and documentation for the BMC Remedy Ticket Management connector in release of the Oracle Identity Manager connector pack. The updates discussed in this chapter are divided into the following categories: Software Updates These include updates made to the connector software. Documentation-Specific Updates These include major changes made to the connector documentation. These changes are not related to software updates. Software Updates The following sections discuss updates made to the connector software: Software Updates in Release and Software Updates in Release Software Updates in Release Software Updates in Release Software Updates in Release and The following are software updates in release and : Changes in IT Resource Parameters Additions to the Known Issues List Changes in the Directory Structure for the Connector Installation Files Changes in Adapter Names Changes in IT Resource Parameters In this release of the connector, the Host, TimeStamp, Max_Retry, and Delay BMC IT resource parameters have been removed. The ServerName, LastReconTime, NoOfTrials, DelayBetweenTrials, and FullNameOfUser IT resource vii

8 parameters have been added. For more information about parameters of the BMCTicket IT resource, refer to the "Defining IT Resources" section on page 2-7. Additions to the Known Issues List In the Known Issues list in Chapter 5, the following item has been added: "This release of the connector supports only the English language." Changes in the Directory Structure for the Connector Installation Files Some changes have been made in the directory structure for the connector installation files. These changes are reflected in the following sections: Files and Directories That Comprise the Connector on page 1-5 Copying the External Code Files on page 2-1 Changes in Adapter Names In the "Compiling Adapters" section on page 3-5, the names of the adapters have been modified. Software Updates in Release The following are software updates in release : Support for the Connector Installer Support for BMC Remedy AR System 7.1 Extended Multilanguage Support Resolved Issues in Release Support for the Connector Installer From Oracle Identity Manager release onward, the Administrative and User Console provides the Connector Installer feature. This feature can be used to automate the connector installation procedure. See "Installing the Connector on Oracle Identity Manager Release or Later" for more information. Support for BMC Remedy AR System 7.1 From this release onward, the connector supports BMC Remedy AR System 7.1. Changes related to this software update have been made in the following sections: Note: BMC Remedy AR System 6.0 is desupported from this release onward. Lookup Fields Reconciliation Ticket Reconciliation Provisioning Module Supported Functionality Verifying Deployment Requirements Customizing the HPD:IncidentInterface_Create and HPD:Help Desk Forms for Each Target Application viii

9 Defining IT Resources Attribute Mappings Between Oracle Identity Manager and BMC Remedy Ticket Management Extended Multilanguage Support From this release onward, the connector supports the 12 languages listed in the "Multilanguage Support" section. Resolved Issues in Release The following is a resolved issue in release : Bug Number Issue Resolution The connector could be used only on an Oracle Identity Manager installation running on Microsoft Windows. This issue has been resolved. The connector can now be used on Oracle Identity Manager installations running on Microsoft Windows, Linux, and Solaris. See "Copying the External Code Files" for information about the required code files on each of the supported operating systems. Software Updates in Release The following is a resolved issue in release : Bug Number Issue Resolution The connector did not work if you used a BMC Remedy server port other than port 0 for connector operations. This issue has been resolved. You can now use any BMC Remedy server port (including port 0) for connector operations. Software Updates in Release The following is a resolved issue in release : Bug Number Issue Resolution The connector does not reconcile the ticket if the submitter is different from the UserName passed in the BMCTicket IT resource parameter. This issue has been resolved. Earlier tickets were reconciled based on submitter, username, and status. But from this release onward, tickets will be reconciled based on the status only. Therefore, if the ticket has a submitter different from the UserName passed in the BMCTicket IT resource parameter, it will be reconciled. Documentation-Specific Updates The following sections discuss documentation-specific updates in the guide: Documentation-Specific Updates in Releases and Documentation-Specific Updates in Release Documentation-Specific Updates in Release Documentation-Specific Updates in Releases and The following documentation-specific updates have been made from release through : ix

10 In the "Customizing the HPD:IncidentInterface_Create and HPD:Help Desk Forms for Each Target Application" section on page 2-11, the instructions have been revised. The limitation that the target system does not support SSL communication has been moved from the "Known Issues" chapter to the "Verifying Deployment Requirements" section. Documentation-Specific Updates in Release The following are documentation-specific updates in release : In the Configuring Connector Functionality chapter, the "Configuring the Connector for Multiple Installations of the Target System" section has been removed. This feature is not supported by default. In the "Verifying Deployment Requirements" section, changes have been made in the "Target systems" row. Documentation-Specific Updates in Release In the "Connector Architecture" section, the overview of the connector architecture has been modified. x

11 1 1 About the Connector Oracle Identity Manager automates access rights management, security, and provisioning of IT resources. Oracle Identity Manager connectors are used to integrate Oracle Identity Manager with third-party applications. This guide discusses the procedure to deploy the connector that is used to integrate Oracle Identity Manager with BMC Remedy Ticket Management. This chapter contains the following sections: Reconciliation Module Provisioning Module Supported Functionality Multilanguage Support Files and Directories That Comprise the Connector Determining the Release Number of the Connector Note: At some places in this guide, ARS Remedy System is also referred to as the target system. For this connector, BMC Remedy is treated as a provisioning tool or medium. In this connector, target application refers to the application provisioned indirectly via Remedy's Help desk-based manual/automated processes. 1.1 Connector Architecture The architecture of the connector is the blueprint for the functionality of the connector. The primary function of the connector is to create tickets on the target system through Oracle Identity Manager. In other words, ARS Remedy System can be configured to run as a target resource of Oracle Identity Manager. In addition, the connector enables provisioning operations through which ticket data changes are propagated from Oracle Identity Manager to ARS Remedy System. During reconciliation, the connector fetches into Oracle Identity Manager data about tickets created or modified directly on the target system. It reconciles only records that have been provisioned from Oracle Identity Manager. To achieve this, the OIMUserId custom field is added on the target system HPD:Help Desk Forms. About the Connector 1-1

12 Reconciliation Module Tickets are created during provisioning in the HPD:Help Desk Forms of the target system. The connector uses Remedy APIs to connect to the target system and provision tickets. Figure 1 1 shows the architecture of the BMC Remedy Ticket Management connector. Figure 1 1 Architecture of the BMC Remedy Ticket Management Connector ARS Remedy System HPD:Help Desk Forms Oracle Identity Manager Provisioning Adapters OIMUserId Field Remedy API Reconciliation Scheduled Task Tickets are created during provisioning in the People form of the BMC Remedy target system. The connector makes use of Remedy APIs to connect to the Remedy Server, and in turn provision the account. During reconciliation, ticket records are retrieved from the People form. 1.2 Reconciliation Module Reconciliation involves duplicating in Oracle Identity Manager the creation of and modifications to user accounts on the target system. It is an automated process initiated by a scheduled task that you configure. Based on the type of data reconciled from the target system, reconciliation can be divided into the following types: Lookup Fields Reconciliation Ticket Reconciliation Lookup Fields Reconciliation Ticket Reconciliation Lookup fields reconciliation involves reconciling the following lookup fields: Category (Operational Categorization Tier 1) Item (Operational Categorization Tier 2) Type (Operational Categorization Tier 3) Ticket reconciliation involves reconciling the following fields: Summary See Also: The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Concepts Guide for conceptual information about reconciliation configurations 1-2 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

13 Provisioning Module Notes Category (Operational Categorization Tier 1) Type (Operational Categorization Tier 2) Item (Operational Categorization Tier 3) ServiceType FirstName LastName ReportedSource StatusReason OIMUserId Note: While deploying the connector, you create the OIMUserId field on the target system. During the Create Ticket provisioning operation, this field is populated with the User ID of the OIM User for whom you are creating the ticket. During reconciliation, the value in the OIMUserId field is brought to Oracle Identity Manager and is used for user matching purposes. IncidentId Impact Urgency 1.3 Provisioning Module Provisioning involves creating or modifying a Ticket in the Remedy Helpdesk system through Oracle Identity Manager. You use the Oracle Identity Manager Administrative and User Console to perform provisioning operations. Oracle Identity Manager sends basic provisioning information to Remedy for provisioning a ticket. The provisioning connector invokes Remedy to generate a ticket. Provisioning information includes: Target application Access information for target application modules Ticket provisioning information You use the Oracle Identity Manager Administrative and User Console to perform provisioning operations. In provisioning, you can specify values for the following fields: Summary Notes Category See Also: The "Deployment Configurations of Oracle Identity Manager" section in Oracle Identity Manager Connector Concepts Guide for conceptual information about provisioning About the Connector 1-3

14 Supported Functionality Type Item FirstName LastName ServiceType Impact Urgency ReportedSource 1.4 Supported Functionality The following table lists the functions that are available with this connector. Function Type Description Create Ticket Provisioning Creates a ticket Update Summary Provisioning Updates the Summary of a ticket Update Category Provisioning Updates the Category of a ticket Update Type Provisioning Updates the Type of a ticket Update Item Provisioning Updates the Item of a ticket Update ServiceType Provisioning Updates the ServiceType of a ticket Update ReportedSource Provisioning Updates the ReportedSource of a ticket Update Impact Provisioning Updates the Impact of a ticket Reconcile Lookup Field Reconciliation Reconciles the lookup fields Reconcile Ticket Data Reconciliation Reconciles ticket data from BMC Remedy Ticket Management to Oracle Identity Manager 1.5 Multilanguage Support See Also: Appendix A, "Attribute Mappings Between Oracle Identity Manager and BMC Remedy Ticket Management" This release of the connector supports the following languages: See Also: Bug in the "Known Issues" chapter Arabic Chinese Simplified Chinese Traditional Danish English French German Italian 1-4 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

15 Files and Directories That Comprise the Connector Japanese Korean Portuguese (Brazilian) Spanish See Also: Oracle Identity Manager Globalization Guide for information about supported special characters 1.6 Files and Directories That Comprise the Connector Table 1 1 The files and directories on the installation media are listed in Table 1 1. Files and Directories On the Installation Media File in the Installation Media Directory configuration/bmc RemedyTicket Reconciliation-CI.xml config/attributemapping_prov.properties config/attributemapping_recon.properties lib/xlbmcremedyticket.jar lib/xlbmcremedyticketrecon.jar File in the resources directory test/config/config.properties Description This XML file contains configuration information that is used during connector installation. This file contains the attributes required for provisioning. This file contains the attributes required for reconciliation. This file contains the class files that are required for provisioning. During connector installation, this file is copied into the following directory: OIM_HOME/xellerate/JavaTasks This file contains the class files that are required for reconciliation. During connector installation, this file is copied into the following directory: OIM_HOME/xellerate/ScheduleTask Each of these resource bundle files contains language-specific information that is used by the connector. Note: A resource bundle is a file containing localized versions of the text strings that are displayed on the user interface of Oracle Identity Manager. These text strings include GUI element labels and messages displayed on the Administrative and User Console. This file contains the parameters required to connect to the target system and test connector operations. About the Connector 1-5

16 Files and Directories That Comprise the Connector Table 1 1 (Cont.) Files and Directories On the Installation Media File in the Installation Media Directory test/config/log.properties test/scripts/bmcremedyticket.bat test/scripts/bmcremedyticket.sh xml/bmcticketconnector_dm.xml Description This file is used to store log information from tests that you run. This file is used to run the test utility. This file contains definitions for the following components of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasks Lookup definitions Scheduled tasks File in the Installation Media Directory configuration/bmc RemedyTicket Reconciliation-CI.xml config/attributemapping_prov.properties config/attributemapping_recon.properties lib/xlbmcremedyticket.jar lib/xlbmcremedyticketrecon.jar File in the resources directory test/config/config.properties test/config/log.properties test/scripts/bmcremedyticket.bat test/scripts/bmcremedyticket.sh Description This XML file contains configuration information that is used during connector installation. This file contains the attributes required for provisioning. This file contains the attributes required for reconciliation. This file contains the class files that are required for provisioning. This file contains the class files that are required for reconciliation. Each of these resource bundle files contains language-specific information that is used by the connector. Note: A resource bundle is a file containing localized versions of the text strings that are displayed on the user interface of Oracle Identity Manager. These text strings include GUI element labels and messages displayed on the Administrative and User Console. This file contains the parameters required to connect to the target system and test connector operations. This file is used to store log information from tests that you run. This file is used to run the test utility. 1-6 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

17 Determining the Release Number of the Connector File in the Installation Media Directory xml/bmcticketconnector_dm.xml Description This file contains definitions for the following components of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasks Lookup definitions Scheduled tasks The "Copying the External Code Files" section on page 2-1 provides instructions to copy these files into the required directories. 1.7 Determining the Release Number of the Connector You can use the following method to determine the release number of the connector: 1. Extract the contents of the xlbmcremedyticket.jar file. This file is in the following directory on the installation media: OIM_HOME/xellerate/JavaTasks/xlBMCRemedyTicket.jar 2. Open the Manifest.mf file in a text editor. The Manifest.mf file is one of the files bundled inside the xlbmcremedyticket.jar file. In the Manifest.mf file, the release number of the connector is displayed as the value of the Version property. About the Connector 1-7

18 Determining the Release Number of the Connector 1-8 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

19 2 2 Deploying the Connector Deploying the connector involves the following steps: Verifying Deployment Requirements Copying the External Code Files Depending on the release of Oracle Identity Manager that you use, perform the procedures described in one of the following sections: Installing the Connector on Oracle Identity Manager Release or Later Installing the Connector on Oracle Identity Manager Release Through Configuring the Target System Configuring the Oracle Identity Manager Server 2.1 Verifying Deployment Requirements The following table lists the deployment requirements for the connector. Item Oracle Identity Manager 2.2 Copying the External Code Files Requirement Oracle Identity Manager release or later Target systems BMC Remedy AR System 7.x Note: The target system does not support SSL communication. External code files Target system user account The set of required files depends on the operating system on which Oracle Identity Manager is running. See "Copying the External Code Files" for more information. Create a user in BMC Remedy with all the privileges assigned to the Demo user. You provide the credentials of this user account while performing the procedure in the "Defining IT Resources" section on page 2-7. Depending on the operating system on which Oracle Identity Manager is running, perform the procedure described in one of the following sections: Deploying the Connector 2-1

20 Copying the External Code Files Note: While installing Oracle Identity Manager in a clustered environment, you copy the contents of the installation directory to each node of the cluster. Similarly, you must copy the contents of the connectorresources directory and the JAR files to the corresponding directories on each node of the cluster. Oracle Identity Manager Running on Microsoft Windows Oracle Identity Manager Running on Linux or Solaris Oracle Identity Manager Running on Microsoft Windows To copy external code files on Oracle Identity Manager running on Microsoft Windows: 1. Copy the following files from the BMC Remedy Admin Client installation directory (for example, C:/Program Files/AR System) to the OIM_HOME/xellerate/ThirdParty directory: Note: If you do not have these files in your target system installation directory, then check with your vendor. arapi70.jar arutil70.jar arapi70.dll arjni70.dll arrpc70.dll arutl70.dll icudt32.dll icuin32.dll icuuc32.dll 2. Include OIM_HOME/xellerate/ThirdParty in the PATH environment variable Oracle Identity Manager Running on Linux or Solaris To copy external code files on Oracle Identity Manager running on Linux or Solaris: 1. Copy the following files from the BMC Remedy Admin Client installation directory (for example, BMC_HOME/ar/mid-tier/WEB-INF/lib/) to the OIM_HOME/xellerate/ThirdParty directory: Note: If you do not have these files in your target system installation directory, then check with your vendor. These.so files are different for different (for example, x86 and SPARC) platforms. Ensure that you use the.so files that are specific to the type of platform on which Oracle Identity Manager is running. libarjni70.so 2-2 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

21 Installing the Connector on Oracle Identity Manager Release or Later libarutiljni70.so libicudatabmc.so libicudatabmc.so.32 libicui18nbmc.so libicui18nbmc.so.32 libicuiobmc.so libicuiobmc.so.32 libicuucbmc.so libicuucbmc.so.32 arapi70.jar arutil70.jar 2. Add the following lines at the end of the system profile file: LD_LIBRARY_PATH=OIM_HOME/xellerate/ThirdParty export LD_LIBRARY_PATH 2.3 Installing the Connector on Oracle Identity Manager Release or Later Note: In this guide, the term Connector Installer has been used to refer to the Connector Installer feature of the Oracle Identity Manager Administrative and User Console. Installing the connector on Oracle Identity Manager release or later involves the following procedures: Running the Connector Installer Configuring the IT Resource Running the Connector Installer To run the Connector Installer: 1. Copy the contents of the connector installation media into the following directory: OIM_HOME/xellerate/ConnectorDefaultDirectory 2. Log in to the Administrative and User Console by using the user account described in the "Creating the User Account for Installing Connectors" section of Oracle Identity Manager Administrative and User Console Guide. 3. Click Deployment Management, and then click Install Connector. 4. From the Connector List list, select BMC Remedy Ticket Management RELEASE_NUMBER. This list displays the names and release numbers of connectors whose installation files you copy into the default connector installation directory: OIM_HOME/xellerate/ConnectorDefaultDirectory Deploying the Connector 2-3

22 Installing the Connector on Oracle Identity Manager Release or Later If you have copied the installation files into a different directory, then: a. In the Alternative Directory field, enter the full path and name of that directory. b. To repopulate the list of connectors in the Connector List list, click Refresh. c. From the Connector List list, select BMC Remedy Ticket Management RELEASE_NUMBER. 5. Click Load. 6. To start the installation process, click Continue. The following tasks are performed in sequence: a. Configuration of connector libraries b. Import of the connector XML files (by using the Deployment Manager) c. Compilation of adapters On successful completion of a task, a check mark is displayed for the task. If a task fails, then an X mark and a message stating the reason for failure are displayed. Depending on the reason for the failure, make the required correction and then perform one of the following steps: Retry the installation by clicking Retry. Cancel the installation and begin again from Step If all three tasks of the connector installation process are successful, then a message indicating successful installation is displayed. In addition, a list of the steps that you must perform after the installation is displayed. These steps are as follows: a. Ensuring that the prerequisites for using the connector are addressed Note: At this stage, run the PurgeCache utility to load the server cache with content from the connector resource bundle in order to view the list of prerequisites. Refer to "Clearing Content Related to Connector Resource Bundles from the Server Cache" on page 2-9 for information about running the PurgeCache utility. There are no prerequisites for some predefined connectors. b. Configuring the IT resource for the connector Record the name of the IT resource displayed on this page. The procedure to configure the IT resource is described later in this guide. c. Configuring the scheduled tasks that are created when you installed the connector Record the names of the scheduled tasks displayed on this page. The procedure to configure these scheduled tasks is described later in this guide. When you run the Connector Installer, it copies the connector files and external code files to destination directories on the Oracle Identity Manager host computer. These files are listed in Table 1 1. You must manually copy the following files to the specified destination directories: 2-4 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

23 Installing the Connector on Oracle Identity Manager Release or Later File in the Installation Media Directory Files in the config directory Files in the test/config directory Files in the test/scripts directory Destination Directory OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config OIM_HOME/xellerate/XLIntegrations/BMCTICKET/scripts Installing the Connector in an Oracle Identity Manager Cluster While installing Oracle Identity Manager in a clustered environment, you must copy all the JAR files and the contents of the connectorresources directory into the corresponding directories on each node of the cluster. See Table 1 1 for information about the files that you must copy and their destination locations on the Oracle Identity Manager server Configuring the IT Resource Note: Perform this procedure if you are installing the connector on Oracle Identity Manager release or later. You must specify values for the parameters of the BMCTicket IT resource as follows: 1. Log in to the Administrative and User Console. 2. Expand Resource Management. 3. Click Manage IT Resource. 4. In the IT Resource Name field on the Manage IT Resource page, enter BMCTicket and then click Search. 5. Click the edit icon for the IT resource. 6. From the list at the top of the page, select Details and Parameters. 7. Specify values for the parameters of the IT resource. The following table describes each parameter: Parameter UserName Password SeverName Port LastReconTime IsSecure FormNameHelpDesk Description User ID that is used to connect to the target system The default value is Demo. Password for the user ID that is used to connect to the target system IP address or computer name of the BMC Remedy server. TCP/IP port at which the BMC Remedy server is listening The default value is 0. Starting with the first reconciliation run, this parameter stores the time-stamp value at which the reconciliation run ends. The default value is None. Specifies whether or not the encryption feature is enabled The value can be YES or NO. The default value is NO. Name of the form/view in the target system from which details of newly created and updated Ticket can be obtained The default value is HPD:Help Desk. Deploying the Connector 2-5

24 Installing the Connector on Oracle Identity Manager Release Through Parameter FormNameInterface NoOfTrials DelayBetweenTrials FullNameOfUser Description Name of the form/view in the target system from which details of newly created tickets can be obtained The default value is HPD:IncidentInterface_Create. The maximum number of times the connector tries to connect to the target system. The default value is 2. The time gap to connect to Target system when timeout occurs. The default value is Full name of the user who is trying to connect to the target system. 8. To save the values, click Update. 2.4 Installing the Connector on Oracle Identity Manager Release Through Installing the connector on any Oracle Identity Manager release between releases and involves the following procedures: Copying the External Code Files Importing the Connector XML File Copying the Connector Files and External Code Files The connector files to be copied and the directories to which you must copy them are given in the following table. Note: The directory paths given in the first column of this table correspond to the location of the connector files in the following directory on the installation media: Help Desk/BMC Remedy/BMC Remedy Ticket Management Refer to the "Files and Directories That Comprise the Connector" section on page 1-5 for more information about these files. File in the Installation Media Directory Files in the config directory Files in the test/config directory lib/xlbmcremedyticket.jar lib/xlbmcremedyticketrecon.jar File in the resources directory Files in the test/scripts directory xml/bmcticketconnector_dm.xml Destination Directory OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config OIM_HOME/xellerate/JavaTasks OIM_HOME/xellerate/ScheduleTask OIM_HOME/xellerate/connectorResources OIM_HOME/xellerate/XLIntegrations/BMCTICKET/scripts OIM_HOME/xlclient 2-6 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

25 Installing the Connector on Oracle Identity Manager Release Through Importing the Connector XML File As mentioned in the "Files and Directories That Comprise the Connector" section on page 1-5, the connector XML file contains definitions of the components of the connector. By importing the connector XML file, you create these components in Oracle Identity Manager. To import the connector XML file into Oracle Identity Manager: 1. Open the Oracle Identity Manager Administrative and User Console. 2. Click the Deployment Management link on the left navigation bar. 3. Click the Import link under Deployment Management. A dialog box for opening files is displayed. 4. Locate and open the BMCTicketConnector_DM.xml file, which is in the OIM_HOME/xlclient directory. Details of this XML file are shown on the File Preview page. 5. Click Add File. The Substitutions page is displayed. 6. Click Next. The Confirmation page is displayed. 7. Click Next. The Provide IT Resource Instance Data page for the BMCTicket IT resource is displayed. 8. Specify values for the parameters of the BMCTicket IT resource. Refer to the table in the "Defining IT Resources" section on page 2-7 for information about the values to be specified. 9. Click Next. The Provide IT Resource Instance Data page for a new instance of the BMCRemedyTicket IT resource type is displayed. 10. Click Skip to specify that you do not want to define another IT resource. The Confirmation page is displayed. See Also: If you want to define another IT resource, then refer to Oracle Identity Manager Administrative and User Console Guide for instructions. 11. Click View Selections. The contents of the XML file are displayed on the Import page. You may see a cross-shaped icon along with some nodes. These nodes represent Oracle Identity Manager entities that are redundant. Before you import the connector XML file, you must remove these entities by right-clicking each node and then selecting Remove. 12. Click Import. The connector XML file is imported into Oracle Identity Manager. After you import the connector XML file, proceed to the next chapter Defining IT Resources You must specify values for the BMCTicket IT resource parameters listed in the following table. Parameter UserName Description User ID that is used to connect to the target system The default value is Demo. Deploying the Connector 2-7

26 Configuring the Oracle Identity Manager Server Parameter Password SeverName Port LastReconTime IsSecure FormNameHelpDesk FormNameInterface NoOfTrials DelayBetweenTrials FullNameOfUser Description Password for the user ID that is used to connect to the target system Default value is blank. IP address or computer name of the BMC Remedy server. TCP/IP port at which the BMC Remedy server is listening The default value is 0. Starting with the first reconciliation run, this parameter stores the time-stamp value at which the reconciliation run ends. The default value is None. Specifies whether or not the encryption feature is enabled The value can be YES or NO. The default value is NO. Name of the form/view in the target system from which details of newly created and updated Ticket can be obtained The default value is HPD:Help Desk. Name of the form/view in the target system from which details of newly created tickets can be obtained The default value is HPD:IncidentInterface_Create. The maximum number of times the connector tries to connect to the target system. The default value is 2. The time gap to connect to Target system when timeout occurs. The default value is Full name of the user who is trying to connect to the target system. After you specify values for these IT resource parameters, proceed to Step 9 of the procedure to import connector XML files. 2.5 Configuring the Oracle Identity Manager Server Configuring the Oracle Identity Manager server involves the following procedures: Note: In a clustered environment, you must perform this step on each node of the cluster. Changing to the Required Input Locale Clearing Content Related to Connector Resource Bundles from the Server Cache Enabling Logging Changing to the Required Input Locale Changing to the required input locale (language and country setting) involves installing the required fonts and setting the required input locale. You may require the assistance of the system administrator to change to the required input locale. 2-8 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

27 Configuring the Oracle Identity Manager Server Clearing Content Related to Connector Resource Bundles from the Server Cache While performing the instructions described in the "Copying the External Code Files" section on page 2-1, you copy files from the resources directory on the installation media into the OIM_HOME/xellerate/connectorResources directory. Whenever you add a new resource bundle in the connectorresources directory or make a change in an existing resource bundle, you must clear content related to connector resource bundles from the server cache. To clear content related to connector resource bundles from the server cache: 1. In a command window, change to the OIM_HOME/xellerate/bin directory. Note: You must perform Step 1 before you perform Step 2. An exception is thrown if you run the command described in Step 2 as follows: OIM_HOME/xellerate/bin/batch_file_name 2. Enter one of the following commands: On Microsoft Windows: PurgeCache.bat ConnectorResourceBundle On UNIX: PurgeCache.sh ConnectorResourceBundle Note: You can ignore the exception that is thrown when you perform Step 2. In this command, ConnectorResourceBundle is one of the content categories that you can remove from the server cache. Refer to the following file for information about the other content categories: OIM_HOME/xellerate/config/xlConfig.xml Enabling Logging When you enable logging, Oracle Identity Manager automatically stores in a log file information about events that occur during the course of provisioning and reconciliation operations. To specify the type of event for which you want logging to take place, you can set the log level to one of the following: ALL This level enables logging for all events. DEBUG This level enables logging of information about fine-grained events that are useful for debugging. INFO This level enables logging of informational messages that highlight the progress of the application at coarse-grained level. WARN Deploying the Connector 2-9

28 Configuring the Oracle Identity Manager Server This level enables logging of information about potentially harmful situations. ERROR This level enables logging of information about error events that may still allow the application to continue running. FATAL This level enables logging of information about very severe error events that could cause the application to stop functioning. OFF This level disables logging for all events. The file in which you set the log level and the log file path depend on the application server that you use: BEA WebLogic Server To enable logging: 1. Add the following line in the OIM_HOME/xellerate/config/log.properties file: log4j.logger.adapter.bmcticket=log_level 2. In this line, replace log_level with the log level that you want to set. For example: log4j.logger.adapter.bmcticket=info After you enable logging, log information is written to the following file: WebLogic_home/user_projects/domains/domain_name/server_name/server_name.log IBM WebSphere Application Server To enable logging: 1. Add the following line in the OIM_HOME/xellerate/config/log.properties file: log4j.logger.adapter.bmcticket=log_level 2. In this line, replace log_level with the log level that you want to set. For example: log4j.logger.adapter.bmcticket=info After you enable logging, log information is written to the following file: WebSphere_home/AppServer/logs/server_name/startServer.log JBoss Application Server To enable logging: 1. In the JBoss_home/server/default/conf/log4j.xml file, locate the following lines: <category name="adapter.bmcticket"> <priority value="log_level"/> </category> 2-10 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management

29 Configuring the Target System 2. In the second XML code line, replace log_level with the log level that you want to set. For example: <category name="adapter.bmcticket"> <priority value="info"/> </category> After you enable logging, the log information is written to the following file: JBoss_home/server/default/log/server.log Oracle Application Server To enable logging: 1. Add the following line in the OIM_HOME/xellerate/config/log.properties file: log4j.logger.adapter.bmcticket=log_level 2. In this line, replace log_level with the log level that you want to set. For example: log4j.logger.adapter.bmcticket=info After you enable logging, log information is written to the following file: OC4J_home/opmn/logs/default_group~home~default_group~1.log 2.6 Configuring the Target System Configuring the target system involves the following steps: Customizing the HPD:IncidentInterface_Create and HPD:Help Desk Forms for Each Target Application Enabling Encryption Customizing the HPD:IncidentInterface_Create and HPD:Help Desk Forms for Each Target Application Each target application must have a custom ticket form in BMC Remedy. To create a custom ticket form for a target application, you can use one of the following methods: Create a copy of the HPD:IncidentInterface_Create and HPD:Help Desk forms. Create a view that is based on the HPD:IncidentInterface_Create and HPD:Help Desk forms. Before you create a copy or view of the HPD:IncidentInterface_Create or HPD:Help Desk form, you must perform the following steps: See Also: Action request system 7.1 Developing ARSystem Application:Basic for more information about adding fields on forms and to create views 1. Add the OIMUserId field on the HPD:IncidentInterface_Create or HPD:Help Desk form as follows: a. Log in to BMC Remedy Administrator. Deploying the Connector 2-11

30 Configuring the Target System b. Click Filters. c. Open the form. d. If you are adding the field on the HPD:Help Desk form, then click the Contact tab. e. Create a Character field and place the field as required. f. Open the Field Properties dialog box for the character field that you create. g. Click the Display tab. h. In the Label field, enter OIMUserID. i. Click the Permissions tab, and then assign the Public permission. j. Close the Field Properties page. k. Save the changes made to the form. 2. Update the HPD:HII:CreateIncident_100'! filter as follows so that it pushes values from the HPD: IncidentInerface_Create form to the HPD:Help Desk form: a. Log in to BMC Remedy Administrator. b. Click Filters. c. Open the HPD:HII:CreateIncident_100`! filter. d. Click the If-Action(1) tab. e. In the Fields region: From the Name menu, select OIMUserID. From the Value menu, select OIMUserID. f. Save the filter, and then close it. 3. Update the value of the OIMUserId field in the attributemapping_prov.properties and attributemapping_recon.properties files. These files are in the following directory: OIM_HOME/xellerate/XLIntegrations/BMCTICKET/config In the attributemapping_prov.properties file, search for the following line: OIMUserId=<database ID> In this line, replace <database ID> with the database ID. For example: OIMUserId= In the attributemapping_recon.properties file, search for the following line: Ticket.OIMUserId=<database ID> In this line, replace <database ID> with the database ID. For example: Ticket.OIMUserId= After you make these changes, create a copy or view of the form for each target system. In each view or copy, add fields to provide information about the following: 2-12 Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management