Transcription
Oracle Identity ManagerConnector Guide for BMC Remedy Ticket ManagementRelease 9.0.4E10455-01July 2007
Oracle Identity Manager Connector Guide for BMC Remedy Ticket Management, Release 9.0.4E10455-01Copyright 1991, 2007, Oracle. All rights reserved.Primary Author:Shiladitya GuhaContributing Authors:Debapriya Datta, Lyju VadasseryThe Programs (which include both the software and documentation) contain proprietary information; theyare provided under a license agreement containing restrictions on use and disclosure and are also protectedby copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly,or decompilation of the Programs, except to the extent required to obtain interoperability with otherindependently 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 inthe 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 thesePrograms may be reproduced or transmitted in any form or by any means, electronic or mechanical, for anypurpose.If the Programs are delivered to the United States Government or anyone licensing or using the Programs onbehalf of the United States Government, the following notice is applicable:U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical datadelivered 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. Assuch, use, duplication, disclosure, modification, and adaptation of the Programs, including documentationand technical data, shall be subject to the licensing restrictions set forth in the applicable Oracle licenseagreement, and, to the extent applicable, the additional rights set forth in FAR 52.227-19, CommercialComputer Software--Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA94065.The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherentlydangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup,redundancy and other measures to ensure the safe use of such applications if the Programs are used for suchpurposes, and we disclaim liability for any damages caused by such use of the Programs.Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or itsaffiliates. Other names may be trademarks of their respective owners.The Programs may provide links to Web sites and access to content, products, and services from thirdparties. Oracle is not responsible for the availability 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 servicesfrom a third party, the relationship is directly between you and the third party. Oracle is not responsible for:(a) the quality of third-party products or services; or (b) fulfilling any of the terms of the agreement with thethird party, including delivery of products or services and warranty obligations related to purchasedproducts or services. Oracle is not responsible for any loss or damage of any sort that you may incur fromdealing with any third party.
ContentsPreface . vAudience.Documentation Accessibility .Related Documents .Documentation Updates .Conventions .vvviviviWhat's New in the Oracle Identity Manager Connector for BMC Remedy TicketManagement? . viiSoftware Updates . viiDocumentation-Specific Updates. viii1About the ConnectorReconciliation Module .Lookup Fields Reconciliation .Ticket Reconciliation.Provisioning Module.Supported Functionality .Language Support .Files and Directories That Comprise the Connector .Determining the Release Number of the Connector.Before Deployment .After Deployment .21-11-21-21-21-31-31-31-41-41-5Deploying the ConnectorStep 1: Verifying Deployment Requirements.Step 2: Copying the Connector Files and External Code Files .Step 3: Configuring the Target System.Customizing the HPD:HelpDesk Form for Each Target Application .Enabling Encryption .Enabling Remedy Encryption .AR System Encryption Error Messages.Step 4: Configuring the Oracle Identity Manager Server.Changing to the Required Input Locale.Clearing Content Related to Connector Resource Bundles from the Server Cache .2-12-12-22-22-32-32-42-52-52-5iii
Enabling Logging . 2-6Step 5: Importing the Connector XML File . 2-8Defining IT Resources . 2-93Configuring Connector FunctionalityConfiguring 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 .Configuring the Connector for Multiple Installations of the Target System .43-13-13-23-23-33-33-53-53-63-83-9Testing and TroubleshootingTesting the Connector. 4-1Testing Partial and Batched Reconciliation. 4-1Troubleshooting Connector Problems . 4-25Known IssuesA Attribute Mappings Between Oracle Identity Manager and BMC RemedyTicket ManagementIndexiv
PrefaceOracle Identity Manager Connector Guide for BMC Remedy Ticket Management providesinformation about integrating Oracle Identity Manager with BMC Remedy TicketManagement.Some parts of the product and documentation still refer to theoriginal Thor company name and Xellerate product name and will berebranded in future releases.Note:AudienceThis guide is intended for users who want to deploy the Oracle Identity Managerconnector for BMC Remedy Ticket Management.Documentation AccessibilityOur goal is to make Oracle products, services, and supporting documentationaccessible, with good usability, to the disabled community. To that end, ourdocumentation includes features that make information available to users of assistivetechnology. This documentation is available in HTML format, and contains markup tofacilitate access by the disabled community. Accessibility standards will continue toevolve over time, and Oracle is actively engaged with other market-leadingtechnology vendors to address technical obstacles so that our documentation can beaccessible to all of our customers. For more information, visit the Oracle AccessibilityProgram Web site y of Code Examples in DocumentationScreen readers may not always correctly read the code examples in this document. Theconventions for writing code require that closing braces should appear on anotherwise empty line; however, some screen readers may not always read a line of textthat consists solely of a bracket or brace.Accessibility of Links to External Web Sites in DocumentationThis documentation may contain links to Web sites of other companies ororganizations that Oracle does not own or control. Oracle neither evaluates nor makesany representations regarding the accessibility of these Web sites.v
TTY Access to Oracle Support ServicesOracle provides dedicated Text Telephone (TTY) access to Oracle Support Serviceswithin the United States of America 24 hours a day, seven days a week. For TTYsupport, call 800.446.2398.Related DocumentsFor more information, refer to the following documents in the Oracle IdentityManager documentation library: Oracle Identity Manager Release Notes Oracle Identity Manager Installation Guide for JBoss Oracle Identity Manager Installation Guide for Oracle Containers for J2EE Oracle Identity Manager Installation Guide for WebLogic Oracle Identity Manager Installation Guide for WebSphere Oracle Identity Manager Administrative and User Console Guide Oracle Identity Manager Administrative and User Console Customization Guide Oracle Identity Manager Design Console Guide Oracle Identity Manager Tools Reference Guide Oracle Identity Manager Audit Report Developer Guide Oracle Identity Manager Best Practices Guide Oracle Identity Manager Globalization Guide Oracle Identity Manager Glossary of TermsThe following document is available in the Oracle Identity Manager Connector Packdocumentation library: Oracle Identity Manager Connector Framework GuideDocumentation UpdatesOracle is committed to delivering the best and most recent information available. Forinformation about updates to the Oracle Identity Manager Connector Pack Release9.0.4 documentation library, visit Oracle Technology Network ndex.htmlConventionsThe following text conventions are used in this document:viConventionMeaningboldfaceBoldface type indicates graphical user interface elements associatedwith an action, or terms defined in text or the glossary.italicItalic type indicates book titles, emphasis, or placeholder variables forwhich you supply particular values.monospaceMonospace type indicates commands within a paragraph, URLs, codein examples, text that appears on the screen, or text that you enter.
What's New in the Oracle Identity ManagerConnector for BMC Remedy TicketManagement?This chapter provides an overview of the updates made to the software anddocumentation for the BMC Remedy Ticket Management connector in release 9.0.4.1of the Oracle Identity Manager connector pack.See Also: The 9.0.4 release of this guide for information aboutupdates that were new for the 9.0.4 releaseThe updates discussed in this chapter are divided into the following categories: Software UpdatesThese include updates made to the connector software. Documentation-Specific UpdatesThese include major changes made to the connector documentation. Thesechanges are not related to software updates.See Also:Oracle Identity Manager Release NotesSoftware UpdatesThis section discusses updates made to this release of the connector software.Changes in IT Resource ParametersIn this release of the connector, the Host, TimeStamp, Max Retry, and Delay BMCIT resource parameters have been removed. The ServerName, LastReconTime,NoOfTrials, DelayBetweenTrials, and FullNameOfUser IT resourceparameters have been added. For more information about parameters of theBMCTicket IT resource, refer to the "Defining IT Resources" section on page 2-9.Additions to the Known Issues ListIn 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 FilesSome changes have been made in the directory structure for the connector installationfiles. These changes are reflected in the following sections:vii
Files and Directories That Comprise the Connector on page 1-3 Step 2: Copying the Connector Files and External Code Files on page 2-1Changes in Adapter NamesIn the "Compiling Adapters" section on page 3-5, the names of the adapters have beenmodified.Documentation-Specific UpdatesThe following documentation-specific updates have been made in this release of theguide: viiiIn the "Customizing the HPD:HelpDesk Form for Each Target Application" sectionon page 2-2, the instructions have been revised.
1About the ConnectorOracle Identity Manager automates access rights management, security, andprovisioning of IT resources. Oracle Identity Manager connectors are used to integrateOracle Identity Manager with third-party applications. This guide discusses theprocedure to deploy the connector that is used to integrate Oracle Identity Managerwith BMC Remedy Ticket Management.Oracle Identity Manager connectors were referred to asresource adapters prior to the acquisition of Thor Technologies byOracle.Note:This chapter contains the following sections: Reconciliation Module Provisioning Module Supported Functionality Language Support Files and Directories That Comprise the Connector Determining the Release Number of the ConnectorAt some places in this guide, BMC Remedy TicketManagement has been referred to as the target system.Note:For this connector, BMC Remedy is treated as a provisioning tool ormedium.In this connector, target application refers to the applicationprovisioned indirectly via Remedy's Help desk-basedmanual/automated processes.Reconciliation ModuleReconciliation involves duplicating in Oracle Identity Manager the creation of andmodifications to user accounts on the target system. It is an automated processinitiated by a scheduled task that you configure.See Also: The "Deployment Configurations of Oracle IdentityManager" section in Oracle Identity Manager Connector Framework Guidefor conceptual information about reconciliation configurationsAbout the Connector1-1
Provisioning ModuleBased on the type of data reconciled from the target system, reconciliation can bedivided into the following types: Lookup Fields Reconciliation Ticket ReconciliationLookup Fields ReconciliationLookup fields reconciliation involves reconciling the following lookup fields: Category Item TypeTicket ReconciliationTicket reconciliation involves reconciling the following fields: Summary Description Category Type Item CaseType Login Name Source Status Closure Code OIMUserId CaseIdProvisioning ModuleProvisioning involves creating or modifying a Ticket in the Remedy Helpdesk systemthrough Oracle Identity Manager. You use the Oracle Identity ManagerAdministrative and User Console to perform provisioning operations.Oracle Identity Manager sends basic provisioning information to Remedy forprovisioning a ticket. The provisioning connector invokes Remedy to generate a ticket.Provisioning information includes: Target application Access information for target application modules Ticket provisioning informationYou use the Oracle Identity Manager Administrative and User Console to performprovisioning operations.1-2 Oracle Identity Manager Connector Guide for BMC Ticket Management
Files and Directories That Comprise the ConnectorSee Also: The "Deployment Configurations of Oracle IdentityManager" section in Oracle Identity Manager Connector Framework Guidefor conceptual information about provisioningIn provisioning, you can specify values for the following fields: Summary Description Category Type Item CaseType Source OIMUser ID CaseID OIMStatusSupported FunctionalityThe following table lists the functions that are available with this connector.FunctionTypeDescriptionCreate TicketProvisioningCreates a ticketSummary UpdatedProvisioningUpdates the Summary of a ticketCategory UpdatedProvisioningUpdates the Category of a ticketType UpdatedProvisioningUpdates the Type of a ticketItem UpdatedProvisioningUpdates the Item of a ticketCaseType UpdatedProvisioningUpdates the CaseType of a ticketSource UpdatedProvisioningUpdates the Source of a ticketReconcile Lookup FieldReconciliationReconciles the lookup fieldsReconcile Ticket DataReconciliationReconciles ticket data from BMC Remedy TicketManagement to Oracle Identity ManagerAppendix A, "Attribute Mappings Between OracleIdentity Manager and BMC Remedy Ticket Management"See Also:Language SupportThis release of the connector supports only the English language. This limitation isalso mentioned in the "Known Issues" chapter.Files and Directories That Comprise the ConnectorThe files and directories that comprise this connector are in the following directory onthe installation media:About the Connector1-3
Determining the Release Number of the ConnectorHelp Desk/BMC Remedy/BMC Remedy Ticket ManagementThese files and directories are listed in the following table.File in the Installation Media DirectoryDescriptionconfig/attributemapping prov.propertiesThis file contains the attributes required forprovisioning.config/attributemapping recon.propertiesThis file contains the attributes required arThis file contains the class files that are required Recon.jarThis file contains the class files that are required forreconciliation.File in the resources directoryThis resource bundle file contains Englishlanguage-specific information that is used by theconnector.Note: A resource bundle is a file containing localizedversions of the text strings that are displayed on the userinterface of Oracle Identity Manager. These text stringsinclude GUI element labels and messages displayed onthe Administrative and User Console.test/config/config.propertiesThis file contains the parameters required to connect toand perform provisioning on the target system.test/config/log.propertiesThis file is used to store log cripts/BMCRemedyTicket.shThis file is used to run the test utility.xml/BMCTicketConnector DM.xmlThis file contains definitions for the followingcomponents of the connector: IT resource type IT resource Resource object Process form Process definition Process tasks Adapter tasksThe "Step 2: Copying the Connector Files and External Code Files" section on page 2-1provides instructions to copy these files into the required directories.Determining the Release Number of the ConnectorYou can use any one of the following methods to determine the release number of theconnector.Before DeploymentTo determine the release number of a connector before you deploy it:1.Extract the contents of the xlBMCRemedyTicket.jar file. This file is in thefollowing directory on the installation media:Help Desk/BMC Remedy/BMC Remedy Ticket Management/lib/JavaTask1-4 Oracle Identity Manager Connector Guide for BMC Ticket Management
Determining the Release Number of the Connector2.Open the manifest.mf file in a text editor. The manifest.mf file is one of thefiles bundled inside the xlBMCRemedyTicket.jar file.In the manifest.mf file, the release number of the connector is displayed as thevalue of the Version property.If you maintain a copy of the xlBMCRemedyTicket.jar fileafter deployment, then you can use this method to determine therelease number of the connector at any stage. After you deploy theconnector, it is recommended that you use the "After Deployment"method, which is described in the following section.Note:After DeploymentTo determine the release number of a connector that has already been deployed:Oracle Identity Manager Design Console Guide for moreinformation about the following stepsSee Also:1.Open the Oracle Identity Manager Design Console.2.In the Form Designer, open the process form. The release number of the connectoris the value of the Version field.About the Connector1-5
Determining the Release Number of the Connector1-6 Oracle Identity Manager Connector Guide for BMC Ticket Management
2Deploying the ConnectorDeploying the connector involves the following steps: Step 1: Verifying Deployment Requirements Step 2: Copying the Connector Files and External Code Files Step 3: Configuring the Target System Step 4: Configuring the Oracle Identity Manager Server Step 5: Importing the Connector XML FileStep 1: Verifying Deployment RequirementsThe following table lists the deployment requirements for the connector.ItemRequirementOracle Identity ManagerOracle Identity Manager release 8.5.3 or laterTarget systemsBMC Remedy AR System 6.0External code filesThe following JAR and DLL files from the BMCRemedy Admin Client installation 0.dllarrpc60.dllarutl60.dllTarget system user accountCreate a user in BMC Remedy with all the privilegesassigned to the Demo user.You provide the credentials of this user account whileperforming the procedure in the "Defining ITResources" section on page 2-9.Step 2: Copying the Connector Files and External Code FilesThe connector files to be copied and the directories to which you must copy them aregiven in the following table.Deploying the Connector 2-1
Step 3: Configuring the Target SystemThe directory paths given in the first column of this tablecorrespond to the location of the connector files in the followingdirectory on the installation media:Note:Help Desk/BMC Remedy/BMC Remedy Ticket ManagementRefer to the "Files and Directories That Comprise the Connector"section on page 1-3 for more information about these files.File in the Installation Media DirectoryDestination DirectoryFiles in the config directoryOIM s in the test/config directorylib/JavaTask/xlBMCRemedyTicket.jarOIM dyTicketRecon.jarOIM home/xellerate/ScheduleTaskFile in the resources directoryOIM home/xellerate/connectorResourcesFiles in the test/scripts directoryOIM /BMCTicketConnector DM.xmlOIM home/xlclientAfter you copy the connector files:1.Copy the following files from the BMC Remedy Admin Client installationdirectory (for example, C:/Program Files/AR System) to theOIM home/xellerate/ThirdParty 0.dllarrpc60.dllarutl60.dll2.Include OIM home/xellerate/ThirdParty in the PATH environment variable.While installing Oracle Identity Manager in a clusteredenvironment, you copy the contents of the installation directory toeach node of the cluster. Similarly, you must copy the contents of theconnectorResources directory and the JAR files to thecorresponding directories on each node of the cluster.Note:Step 3: Configuring the Target SystemConfiguring the target system involves the following steps: Customizing the HPD:HelpDesk Form for Each Target Application Enabling EncryptionCustomizing the HPD:HelpDesk Form for Each Target ApplicationEach target application must have a custom ticket form in BMC Remedy. To create acustom ticket form for a target application, you can use one of the following methods:2-2 Oracle Identity Manager Connector Guide for BMC Ticket Management
Step 3: Configuring the Target System Create a copy of the HPD:HelpDesk form. Create a view that is based on the HPD:HelpDesk form.Before you create a copy or view of the HPD:HelpDesk form, you must perform thefollowing steps:1.Add the OIMUserId field on the HPD:HelpDesk form.2.Update the value of the OIMUserId field in theattributemapping prov.properties andattributemapping recon.properties files.These files are in the following directory:OIM home/xellerate/XLIntegrations/BMCTICKET/configIn the attributemapping prov.properties file, search for the followingline:OIMUserId database ID In this line, replace database ID with the database ID. For example:OIMUserId 536870915In the attributemapping recon.properties file, search for the followingline:Ticket.OIMUserId database ID In this line, replace database ID with the database ID. For example:Ticket.OIMUserId 536870915After you make these changes, create a copy or view of the form for each targetsystem. In each view or copy, add fields to provide information about the following: Target application name Access information for target application modules User-specific detailsFor more details on how to add fields on the HPD:HelpDesk Form and to create aview, refer to Action request system 6.0 Developing ARSystem Application:Basic.Enabling EncryptionThis section discusses the following topics related to Remedy encryption: Enabling Remedy Encryption AR System Encryption Error MessagesEnabling Remedy EncryptionTo enable encryption and set encryption options, you must include server encryptionoptions in the ar.conf file (UNIX) or the ar.cfg file (Microsoft Windows). You cando this by using a text editor.You can set the Encrypt-Security-Policy encryption option. This is an integervalue that indicates whether or not encryption is enabled. If this option is not in thear.cfg (or ar.conf) file, then encryption is disabled by default. If encryption isenabled, then you can set encryption to any one of the following values to this option:Deploying the Connector 2-3
Step 3: Configuring the Target System 0: Encryption is allowed. Clients and servers with or without encryption enabledon them can connect to this AR System server.1: Encryption is required. Only clients and servers that have encryption enabledon them can connect to this AR System server.2: Encryption is disallowed. Regardless of whether or not encryption is enabled,clients and servers can communicate without encryption.Sample Encryption Product Settings in the Configuration FileThe following table explains sample settings for the options that you can add in thear.conf (or ar.cfg) file.Option SettingsSignificanceEncrypt-Security-Policy: 1Encryption is required.Encrypt-Public-Key-Expire: 86400Public key duration is 1 day (86400 seconds).Encrypt-Symmetric-Data-Key-Expire: 2700Symmetric data encryption key duration is 45minutes (2700 seconds).Encrypt-Public-Key-Algorithm: 5Public key encryption key strength isRSA-1024 (Performance Security).Encrypt-Data-Encryption-Algorithm: 2Symmetric data encryption key strength isRC4 128-bit (Performance Security).If you do not set these options, then the default values are used. Defaults for the levelof encryption depend on the encryption product that you are using.To enable Remedy encryption:1.Exit or stop all AR System pro
Note: At some places in this guide, BMC Remedy Ticket Management has been 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.
