4 Using Out-of-Box Templates

This chapter provides details on the out-of-box ticket templates shipped with the HP ServiceCenter Connector based on the out-of-box ServiceCenter IncidentManagement WSDL. The ticket templates specify the mappings between Enterprise Manager alert attributes and HP ServiceCenter ticket attributes.

Out-of-Box HP ServiceCenter Templates

Table 4–1 lists the out-of-box templates. Changes to the ServiceCenter IncidentManagement WSDL may require these templates to be modified to reflect the changes.

Table 4-1 Out-of-Box HP ServiceCenter Templates

Template Group	Template XSL Group	Description
Default		This template group creates a new ServiceCenter incident report with defaults. It does not auto close the ServiceCenter Incident when an Enterprise Manager Alert clears.
	ServiceCenter_Default_Incident.xsl	Creates, updates, and reopens the ServiceCenter Incident.
Auto Close		This template group creates a new ServiceCenter incident report with defaults, and performs an Incident auto close when the Enterprise Manager Alert clears.
	ServiceCenter_Default_Incident_AutoClose.xsl	Creates, updates, reopens, and closes the ServiceCenter Incident.

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 ServiceCenter Incident.

The mappings are dependent on the HP ServiceCenter 6.1 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 or exclusion of the auto-close feature. This feature performs an update that auto closes the incident based on the alert Clear status.

Note:

In the tables, * denotes a literal string and ** indicates if the attribute applies.

Table 4-2 Ticket Creation (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch	ServiceCenter Ticket Attributes	Enterprise Manager Alert Attributes	Value
	Severity	Conditional Settings Enterprise Manager ServiceCenter 25 (Critical) 2 (Urgent) 20 (Warning) 3 (Medium) Unreachable Start 2 (Urgent) Agent unreachable 2 (urgent) Blackout Start 3(Med)	Derived
IF TicketID is blank		If the ticket id is not present in the alert, it assumes a create incident.
	Category	Corresponds to the out-of-the-box ServiceCenter setting of 'shared infrastructure' for a category.	sharedinfrastructure
	Subcategory	Corresponds to the out-of-the-box ServiceCenter setting of 'enterprise' for a sub-category.	enterprise
	ProductType	Corresponds to the out-of-the-box ServiceCenter setting of 'applications' for a ProductType.	applications
	ProblemType	Corresponds to the out-of-the-box ServiceCenter setting of 'none' for a ProblemType.	none
	PrimaryAssignmentGroup	Corresponds to the out-of-the-box ServiceCenter setting of 'HELPDESK' for the primary assignment group.	HELPDESK
	IncidentDescription	EMUser — Notification rule owner when the ticket is created through auto-ticketing, and is the Enterprise Manager log-in user when the ticket is created through manual-ticketing. Target Type: <TargetType> Target Name:<TargetName> 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 KeyValues 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 the ServiceCenter Incident in the ServiceCenter Web Console.	Values from the Alert Context
BriefDescription (Title)		<Message>	Values from the Alert Context
JournalUpdates		Incident created by Oracle Enterprise Manager Connector for the HP Service Manager based on an alert with <severity> severity. Message: <message>.	Values from the Alert Context
AlertStatus		ServiceCenter sets to Open by default on Create Operation	“Open”

The mapping in Table 4–3 is specific to an update of an Incident caused by a change of the event status.

Table 4-3 Ticket Updates (ServiceCenter_Default_Incident_AutoClose.xsl Mappings)

Conditional Branch	Ticket Attributes	Enterprise Manager Alert Attributes	Value
	IncidentID	TicketID	The connector adds this into the alert context before handling the ticketing action. Required by the ServiceCenter Web service to identify the incident that must be updated.
IF TicketID is not Blank	CONDITIONAL	<EM_alert_message>	Values from the Alert Context.
	IMTicketStatus	Static value	Open
	Status	Static value	Reopen
	JournalUpdates	Ticket reopened because the associated alert re-triggered at <EM_severity> severity within the grace period. Message: <EM_alert_message>.	Values from the Alert Context.
If SeverityCode = “15” or Severity =“Unreachable Clear” or“Agent Unreachable Clear” or“Blackout End” or “Metric Error End”	CONDITIONAL	If the Enterprise Manager Alert status meets the condition, an update occurs on the Incident that closes the Incident.
	Status	Static value
	JournalUpdates	Static	Incident closed by Oracle Enterprise Manager
	ResolutionFixType	Corresponds to the out-of-the-box ServiceCenter setting of 'permanent' for a resolution fix type.	Permanent
	ClosureCode	Corresponds to the out-of-the-box ServiceCenter setting of 'User Closure' for a Closure Code	User Closure
	Resolution	Static	The alert was resolved in Oracle Enterprise Manager
Otherwise
	JournalUpdates	Ticket updated due to change in severity of the associated alert. Severity: <EM_severity>. Message: <EM_alert_message>.	Values from the Alert Context.

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify them. The templates are highly customizable. Oracle recommends that only users with advanced knowledge of XSLT make complex changes.

HP ServiceCenter's web services enable you to modify the data published. See the HP ServiceCenter 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 ServiceCenter Incident Management WSDL

1. Select an out-of-the-box template (.XSL) and make a copy. For example, copy ServiceCenter_Default_Incident_AutoClose.XSL to ServiceCenter_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.

   Figure 4-1 Modifying HP ServiceCenter Template

   
   

   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.

   <m:Company>AJAX</m:Company>
   

   This instructs the connector framework to supply the value of AJAX in the ServiceCenter 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 ServiceCenter incident is created, the incident company will be AJAX. Of course, AJAX must be a valid ServiceCenter company or the request 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 ServiceCenter Incident Ticket.