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Oracle® Enterprise Manager Installation and Configuration Guide for HP ServiceCenter Connector
Release 1.0.4.0.0

E12413-04
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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

    Surrounding text describes Figure 4-1 .

    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.