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Oracle® Enterprise Manager Installation and Configuration Guide for BMC Remedy Service Desk 7 Connector
Release 1.1.5.0.0

E14753-03
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5 Using Default Templates

This chapter provides details on the default ticket templates shipped along with the Remedy Service Desk Connector. The ticket templates specify the mappings between Enterprise Manager alert attributes and Remedy ticket attributes.

Template Process

All out-of-box templates cause the following actions to occur when a you create a ticket for an alert:

The out-of-box templates are as follows:

Remedy_DefaultCategory_AutoResolve.xsl

The Remedy_DefaultCategory_AutoResolve.xsl template sets the ticket status to Resolved when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the following occurs:

Remedy_DefaultCategory_AutoClose.xsl

The Remedy_DefaultCategory_AutoClose.xsl template sets the ticket status to Closed when the event severity value becomes Clear. After the Ticket Status is closed, it cannot be reassigned to other values. When the same event with critical or warning severity occurs within the grace period time, the following occurs:

Note:

Oracle recommends that you do not select Remedy_DefaultCategory_AutoClose.xsl if you want tickets to be reopened when a critical or warning event has occurred within the grace period.

Remedy_DefaultCategory.xsl

The Remedy_DefaultCategory.xsl template does not close the ticket when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information.

Reading Ticket Templates

Table 5–1 and Table 5–2 illustrate the creation of a ticket using Remedy_DefaultCategory_AutoResolve.xsl. This illustration will help you to read a ticket template. In the tables, * denotes a literal string and ** indicates if the attribute applies.

Ticket creation mappings are the same for Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl, and Remedy_DefaultCategory.xsl.

Table 5–1 shows Remedy ticket attributes and corresponding Enterprise Manager alert values for ticket creation mappings.

Table 5-1 Ticket Creation Mappings (for all templates)

Remedy Ticket Attributes Enterprise Manager Alert Attributes Value

Assigned_Group

 

Blank

Assigned_Group_Shift_Name

 

Blank

Assigned_Support_Company

 

Blank

Assigned_Support_Organization

 

Blank

Assignee

 

Blank

Categorization_Tier_1

 

Blank

Categorization_Tier_2

 

Blank

Categorization_Tier_3

 

Blank

CI_Name

 

Blank

Closure_Manufacturer

 

Blank

Closure_Product_Category_Tier1

 

Blank

Closure_Product_Category_Tier2

 

Blank

Closure_Product_Category_Tier3

 

Blank

Closure_Product_Model_Version

 

Blank

Closure_Product_Name

 

Blank

Department

 

Blank

First_Name

HDUser

User name provided in the "Remedy Username" field during the configuration.

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Impact to 1-Extensive/Widespread.

  • If severity is Warning, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

  • If the JobStatus is Error or Failed, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Last_Name

HDUser

 

Lookup_Keyword

 

Blank

Manufacturer

 

Blank

Product_Categorization_Tier_1

 

Blank

Product_Categorization_Tier_2

 

Blank

Product_Categorization_Tier_3

 

Blank

Product_Model_Version

 

Blank

Product_Name

 

Blank

Reported_Source

 

"Systems Management" *

Resolution

 

Blank

Resolution_Category_Tier_1

 

Blank

Resolution_Category_Tier_2

 

Blank

Resolution_Category_Tier_3

 

Blank

Service_Type

 

"Infrastructure Event" *

Status

 

New *

Action

 

CREATE *

Create_Request

 

Blank

Summary

Message

 

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

MetricName — Category of the metric. For the CPU Utilization (%) metric, this would be 'Load.'

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

Values from the alert context.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

 

Urgency

Severity — Applies to Metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Urgency to 1-Critical.

  • If severity is Warning, set Urgency to "2-High"

  • Otherwise, set Urgency to 3-Medium.

For job status events

  • If JobStatus is Error or Failed, set Urgency to 2-High.

  • Otherwise, set Urgency to 3-Medium.

Work_Info_Summary

Message

 

Work_Info_Notes

Message — Applies to metric alerts

Severity — Applies to job events

 

Work_Info_Type

 

"Incident Task/Action" *

Work_Info_Date

 

Blank

Work_Info_Source

 

"System Assignment" *

Work_Info_Locked

 

Blank

Work_Info_View_Access

 

"Public" *

Middle_Initial

 

Blank


Table 5–2 shows Remedy ticket attributes and corresponding Enterprise Manager alert attributes and values for Remedy_DefaultCategory_AutoResolve.xsl mappings.

Table 5-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

Remedy Ticket Attributes Enterprise Manager Alert Attributes Value

Categorization_Tier_1

 

Blank

Categorization_Tier_2

 

Blank

Categorization_Tier_3

 

Blank

Closure_Manufacturer

 

Blank

Closure_Product_Category_Tier1

 

Blank

Closure_Product_Category_Tier2

 

Blank

Closure_Product_Category_Tier3

 

Blank

Closure_Product_Model_Version

 

Blank

Closure_Product_Name

 

Blank

Company

 

"Internal" *

Summary

Message, Severity

 

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

MetricName — Category of the metric. For the CPU Utilization (%) metric, this would be 'Load.'

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

.

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NofificationRuleName

EventPageURL — URL for the Job Event page.

 

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Impact to 1-Extensive/Widespread.

  • If severity is Warning, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

  • If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web Service to identify the ticket that must be updated.

 

Manufacturer

 

Blank

Product_Categorization_Tier_1

 

Blank

Product_Categorization_Tier_2

 

Blank

Product_Categorization_Tier_3

 

Blank

Product_Model_Version

 

Blank

Product_Name

 

Blank

Reported_Source

 

"Systems Management" *

Resolution

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If the severity is Clear, st the Resolution with Message.

For job status events:

  • If the JobStatus is succeeded, set the Resolution with JobStatus.

Resolution_Category

 

Blank

Resolution_Category_Tier_2

 

Blank

Resolution_Category_Tier_3

 

Blank

Resolution_Method

 

Blank

Service_Type

 

"Infrastructure Event" *

Status

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set the ticket to the status Resolved.

  • If the grace period test has already been done and the alert is still within the grace period, reopen the ticket by setting the ticket to the status Assigned.

For job status events

  • If JobStatus is succeeded, set the ticket to the status Resolved.

  • Otherwise, set the status to Assigned.

Status_Reason

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Clear, set the Status_Reason to "Automated Resolution Reported."

For job status events:

  • If JobStatus is Succeeded, set Status_Reason to "Automated Resolution Reported."

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Urgency to 1-Critical.

  • If severity is Warning, set Urgency to "2-High"

  • Otherwise, set Urgency to 3-Medium.

For job status events:

  • If JobStatus is Error or Failed, set Urgency to 2-High.

  • Otherwise, set Urgency to 3-Medium.

Action

 

MODIFY*

Work_Info_Summary

Message

 

Work_Info_Notes

Severity — Applies to metric alerts

JobStatus — Applies to job status events

 

Work_Info_Type

 

"Incident Task/Action" *

Work_Info_Date

 

Blank

Work_Info_Source

 

"System Assignment" *

Work_Info_Locked

 

"No" *

Work_Info_View_Access

 

"Public" *


Use the mapping table (Table 5–1) as a reference to read the XSLT file in Example 5–1.

Example 5-1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations

  <?xml version="1.0" encoding="UTF-8" ?> 
   <xsl:transform version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform" xmlns:ns0="http://xmlns.oracle.com/sysman/connector/tt" targetNamespace="http://xmlns.oracle.com/sysman/connector/tt" elementFormDefault="qualified">
<!-- 
This template creates an incident type ticket within Remedy Service Desk with default settings. On update, the worklog is updated with the latest event message and severity information. The ticket is set to status Resolved if the associated alert has cleared. The ticket can be reopend if a severity occurred within the grace period. If the ticket is not reopened for 15 days, the ticket will be closed by incident management.

  -->
<xsl:template match="ns0:EventModel">
  <xsl:choose>
<xsl:when test="normalize-space(ns0:TicketId) = ''">
<urn:HelpDesk_Submit_Service xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
<!--  EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
      DURING TICKET CREATION. REFER TO THE REMEDY SERVICE DESK MANUAL
      FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS
  --> 
  <urn:Assigned_Group /> 
  <urn:Assigned_Group_Shift_Name /> 
  <urn:Assigned_Support_Company /> 
  <urn:Assigned_Support_Organization /> 
  <urn:Assignee /> 
  <urn:Categorization_Tier_1 /> 
  <urn:Categorization_Tier_2 /> 
  <urn:Categorization_Tier_3 /> 
  <urn:CI_Name /> 
  <urn:Closure_Manufacturer /> 
  <urn:Closure_Product_Category_Tier1 /> 
  <urn:Closure_Product_Category_Tier2 /> 
  <urn:Closure_Product_Category_Tier3 /> 
  <urn:Closure_Product_Model_Version /> 
  <urn:Closure_Product_Name /> 
  <urn:Department /> 
   <urn:First_Name>
  <xsl:value-of select="ns0:HDUser" /> 
  </urn:First_Name>
  <xsl:choose>
  <xsl:when test="ns0:EventType = 'Alert'">
  <xsl:choose>
<!--  SeverityCode 25 - EM Critical  --> 
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact> 
  </xsl:when>
<!--  SeverityCode 20 - EM Warning  --> 
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="(ns0:JobStatus = 'Error') or (ns0:JobStatus = 'Failed')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Last_Name>
 <xsl:value-of select="ns0:HDUser" /> 
  </urn:Last_Name>
  <urn:Lookup_Keyword /> 
  <urn:Manufacturer /> 
  <urn:Product_Categorization_Tier_1 /> 
  <urn:Product_Categorization_Tier_2 /> 
  <urn:Product_Categorization_Tier_3 /> 
  <urn:Product_Model_Version /> 
  <urn:Product_Name /> 
  <urn:Reported_Source>Systems Management</urn:Reported_Source> 
  <urn:Resolution /> 
  <urn:Resolution_Category_Tier_1 /> 
  <urn:Resolution_Category_Tier_2 /> 
  <urn:Resolution_Category_Tier_3 /> 
  <urn:Service_Type>Infrastructure Event</urn:Service_Type> 
  <urn:Status>New</urn:Status> 
  <urn:Action>CREATE</urn:Action> 
  <urn:Create_Request /> 
<urn:Summary>
  <xsl:value-of select="ns0:Message" /> 
  </urn:Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------
 EM User: 
  <xsl:value-of select="ns0:EMUser" /> 
 Event Information: Target Name: 
  <xsl:value-of select="ns0:TargetName" /> 
 Target Type: 
  <xsl:value-of select="ns0:TargetType" /> 
 Metric Column: 
  <xsl:value-of select="ns0:MetricColumn" /> 
  Metric Name: 
  <xsl:value-of select="ns0:MetricName" /> 
 <!--  LIST ALL THE TARGET PROPERTIES   --> 
 Target Properties: 
   <xsl:for-each select="ns0:TargetProperties">
  <xsl:text></xsl:text> 
  <xsl:value-of select="./ns0:name" /> :  <xsl:value-of select="./ns0:value" /> 
  </xsl:for-each>
 <!--  EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY, 
                  SUCH AS "Line of Business"
             
             <xsl:choose>
             <xsl:when test="ns0:TargetProperties/ns0:name='Line of Business'">
             Line of Business: <xsl:value-of select="ns0:TargetProperties/ns0:value"/>
             </xsl:when>
             </xsl:choose>
        
           
  -->
<xsl:choose>
<xsl:when test="normalize-space(ns0:KeyColumn) != ''">
  Key Column: 
  <xsl:value-of select="ns0:KeyColumn" /> 
  Key Values: 
  <xsl:value-of select="ns0:KeyValues" /> 
  </xsl:when>
  </xsl:choose>
  Severity: 
  <xsl:value-of select="ns0:Severity" /> 
  Collection Time: 
  <xsl:value-of select="ns0:CollectionTime" /> 
  Target Host: 
  <xsl:value-of select="ns0:TargetHost" /> 
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule: 
  <xsl:value-of select="ns0:NotificationRuleName" /> 
  </xsl:when>
  </xsl:choose>
  URL: 
  <xsl:value-of select="ns0:EventPageURL" /> 
  </urn:Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
 <urn:Notes>  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector. ----------------------------------------------------------------------------- EM User:   <xsl:value-of select="ns0:EMUser" />   Event Information: Job Name:   <xsl:value-of select="ns0:JobName" />   Job Type:   <xsl:value-of select="ns0:JobType" />   Job Owner:   <xsl:value-of select="ns0:JobOwner" />   Job Status:   <xsl:value-of select="ns0:JobStatus" />   <xsl:choose>  <xsl:when test="ns0:JobTarget">  Job Target:   <xsl:for-each select="ns0:JobTarget">  <xsl:value-of select="./ns0:TargetName" /> ( <xsl:value-of select="./ns0:TargetType" /> );   </xsl:for-each>  </xsl:when>  </xsl:choose>  Collection Time:   <xsl:value-of select="ns0:CollectionTime" /> <xsl:choose><xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">  Notification Rule:   <xsl:value-of select="ns0:NotificationRuleName" />   </xsl:when>  </xsl:choose>  URL:   <xsl:value-of select="ns0:EventPageURL" />   </urn:Notes>  </xsl:when>  </xsl:choose><xsl:choose><xsl:when test="ns0:EventType = 'Alert'"><xsl:choose>
 <!--   SeverityCode 25 - EM Critical --> 
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Urgency>1-Critical</urn:Urgency> 
  </xsl:when>        
<!--  SeverityCode 20 - EM Warning -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<!--  3 - JobStatus Error,4 - Failed   --> 
<xsl:when test="(ns0:JobStatusCode = '3') or (ns0:JobStatusCode = '4')">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Work_Info_Summary>
  <xsl:value-of select="ns0:Message" /> 
  </urn:Work_Info_Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector based on an alert with Severity: <xsl:value-of select="ns0:Severity" /> . Message: <xsl:value-of select="ns0:Message" /> 
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector based on Job Status:  <xsl:value-of select="ns0:JobStatus" />  . 
  </urn:Work_Info_Notes>
  </xsl:when>
  </xsl:choose>
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type> 
  <urn:Work_Info_Date /> 
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source> 
  <urn:Work_Info_Locked /> 
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access> 
  <urn:Middle_Initial /> 
  </urn:HelpDesk_Submit_Service>
  </xsl:when>
<xsl:otherwise>
<urn:HelpDesk_Modify_Status_Service xmlns:urn="urn:HPD_IncidentInterface_WS">
  <urn:Categorization_Tier_1 /> 
  <urn:Categorization_Tier_2 /> 
  <urn:Categorization_Tier_3 /> 
  <urn:Closure_Manufacturer /> 
  <urn:Closure_Product_Category_Tier1 /> 
  <urn:Closure_Product_Category_Tier2 /> 
  <urn:Closure_Product_Category_Tier3 /> 
  <urn:Closure_Product_Model_Version /> 
  <urn:Closure_Product_Name /> 
  <urn:Company>Internal</urn:Company> 
<urn:Summary>
  <xsl:value-of select="ns0:Message" /> 
  </urn:Summary>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------
 EM User: 
  <xsl:value-of select="ns0:EMUser" /> 
  Event Information: Target Name: 
  <xsl:value-of select="ns0:TargetName" /> 
  Target Type: 
  <xsl:value-of select="ns0:TargetType" /> 
  Metric Column: 
  <xsl:value-of select="ns0:MetricColumn" /> 
  Metric Name: 
  <xsl:value-of select="ns0:MetricName" /> 
 <!--  LIST ALL THE TARGET PROPERTIES   --> 
  Target Properties: 
<xsl:for-each select="ns0:TargetProperties">
  <xsl:text></xsl:text> 
  <xsl:value-of select="./ns0:name" />  :  <xsl:value-of select="./ns0:value" /> 
  </xsl:for-each>
<!-- 
 EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY, 
                  SUCH AS "Line of Business"
             
             <xsl:choose>
             <xsl:when test="ns0:TargetProperties/ns0:name='Line of Business'">
             Line of Business: <xsl:value-of select="ns0:TargetProperties/ns0:value"/>
             </xsl:when>
             </xsl:choose>
        
             
  --> 
<xsl:choose>
<xsl:when test="normalize-space(ns0:KeyColumn) != ''">
  Key Column: 
  <xsl:value-of select="ns0:KeyColumn" /> 
  Key Values: 
  <xsl:value-of select="ns0:KeyValues" /> 
  </xsl:when>
  </xsl:choose>
  Severity: 
  <xsl:value-of select="ns0:Severity" /> 
  Collection Time: 
  <xsl:value-of select="ns0:CollectionTime" /> 
  Target Host: 
  <xsl:value-of select="ns0:TargetHost" /> 
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule: 
  <xsl:value-of select="ns0:NotificationRuleName" /> 
  </xsl:when>
  </xsl:choose>
  URL: 
  <xsl:value-of select="ns0:EventPageURL" /> 
  </urn:Notes>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector.
 ------------------------------------------------------------------------------ 
EM User: 
  <xsl:value-of select="ns0:EMUser" /> 
  Event Information: Job Name: 
  <xsl:value-of select="ns0:JobName" /> 
  Job Type: 
  <xsl:value-of select="ns0:JobType" /> 
  Job Owner: 
  <xsl:value-of select="ns0:JobOwner" /> 
  Job Status: 
  <xsl:value-of select="ns0:JobStatus" /> 
  <xsl:choose>
  <xsl:when test="ns0:JobTarget">
  Job Target: 
  <xsl:for-each select="ns0:JobTarget">
  <xsl:value-of select="./ns0:TargetName" /> ( <xsl:value-of select="./ns0:TargetType" />  ); 
  </xsl:for-each>
  </xsl:when>
  </xsl:choose>
  Collection Time: 
  <xsl:value-of select="ns0:CollectionTime" /> 
<xsl:choose>
<xsl:when test="normalize-space(ns0:NotificationRuleName) != ''">
  Notification Rule: 
  <xsl:value-of select="ns0:NotificationRuleName" /> 
  </xsl:when>
  </xsl:choose>
  URL: 
  <xsl:value-of select="ns0:EventPageURL" /> 
  </urn:Notes>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<!--   Code 25 - EM Critical  --> 
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact> 
  </xsl:when>
<!-- Code 20 - EM Warning --> 
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="(ns0:JobStatus = 'Error') or (ns0:JobStatus = 'Failed')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
<xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<urn:Incident_Number>
  <xsl:value-of select="ns0:TicketId" /> 
  </urn:Incident_Number>
  <urn:Manufacturer /> 
  <urn:Product_Categorization_Tier_1 /> 
  <urn:Product_Categorization_Tier_2 /> 
  <urn:Product_Categorization_Tier_3 /> 
  <urn:Product_Model_Version /> 
  <urn:Product_Name /> 
  <urn:Reported_Source>Systems Management</urn:Reported_Source> 
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
<urn:Resolution>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in severity of the associated alert. Severity: 
  <xsl:value-of select="ns0:Severity" /> 
  Message: 
  <xsl:value-of select="ns0:Message" /> 
  </urn:Resolution>
  </xsl:when>
<xsl:otherwise>
  <urn:Resolution /> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
<urn:Resolution>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in Job Status of the associated Job event. JobStatus: <xsl:value-of select="ns0:JobStatus" /> . 
  </urn:Resolution>
  </xsl:when>
<xsl:otherwise>
  <urn:Resolution /> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Resolution_Category /> 
  <urn:Resolution_Category_Tier_2 /> 
  <urn:Resolution_Category_Tier_3 /> 
  <urn:Resolution_Method /> 
  <urn:Service_Type>Infrastructure Event</urn:Service_Type> 
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
  <urn:Status>Resolved</urn:Status> 
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
  <urn:Status>Assigned</urn:Status> 
  </xsl:when>
<xsl:otherwise>
  <urn:Status>Assigned</urn:Status> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
  <urn:Status>Resolved</urn:Status> 
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
  <urn:Status>Assigned</urn:Status> 
  </xsl:when>
<xsl:otherwise>
  <urn:Status>Assigned</urn:Status> 
  </xsl:otherwise>
</xsl:choose>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason> 
  </xsl:when>
<xsl:otherwise>
  <urn:Status_Reason /> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason> 
  </xsl:when>
<xsl:otherwise>
  <urn:Status_Reason /> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<!--   Code 25 - EM Critical   --> 
<xsl:when test="(ns0:SeverityCode = '25') or (ns0:Severity = 'Unreachable Start')">
  <urn:Urgency>1-Critical</urn:Urgency> 
  </xsl:when>
<!--   Code 20 - EM Warning  -->
<xsl:when test="(ns0:SeverityCode = '20') or (ns0:Severity = 'Blackout Start') or (ns0:Severity = 'Metric Error Start')">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<!--  JobStatus Error   --> 
<xsl:when test="ns0:JobStatusCode = '3'">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
 <!--  JobStatus Failed   -->
<xsl:when test="ns0:JobStatusCode = '4'">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
<xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Action>MODIFY</urn:Action> 
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type> 
  <urn:Work_Info_Date /> 
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source> 
<xsl:choose>
<xsl:when test="ns0:EventType = 'Alert'">
<xsl:choose>
<xsl:when test="(ns0:Severity = 'Clear') or (ns0:Severity = 'Blackout End') or (ns0:Severity = 'Metric Error End') or (ns0:Severity = 'Unreachable Clear')">
<urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in severity of the associated alert. Severity: 
  <xsl:value-of select="ns0:Severity" /> . Message:  <xsl:value-of select="ns0:Message" /> . 
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
<urn:Work_Info_Notes>
  Incident reopened because the associated alert re-triggered within the grace period with Severity: <xsl:value-of select="ns0:Severity" />  . Message: 
  <xsl:value-of select="ns0:Message" /> 
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:otherwise>
<urn:Work_Info_Notes>
  Incident updated due to change in severity of the associated alert. Severity: 
  <xsl:value-of select="ns0:Severity" />  Message:  <xsl:value-of select="ns0:Message" />  . 
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
<xsl:when test="ns0:EventType = 'JobStatus'">
<xsl:choose>
<xsl:when test="ns0:JobStatus = 'Succeeded'">
<urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in Job Status of the associated Job event. JobStatus: 
  <xsl:value-of select="ns0:JobStatus" />  . 
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:when test="ns0:GracePeriodCheckMade = 'Yes'">
<urn:Work_Info_Notes>
  Incident reopened because the associated job event re-triggered with in the grace period with status:  <xsl:value-of select="ns0:JobStatus" />  . 
  </urn:Work_Info_Notes>
  </xsl:when>
<xsl:otherwise>
<urn:Work_Info_Notes>
  Incident updated due to change in Job Status of the associated Job event. JobStatus:  <xsl:value-of select="ns0:JobStatus" />. 
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:when>
  </xsl:choose>
  <urn:Work_Info_Locked>No</urn:Work_Info_Locked> 
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access> 
<urn:Work_Info_Summary>
  <xsl:value-of select="ns0:Message" /> 
  </urn:Work_Info_Summary>
  </urn:HelpDesk_Modify_Status_Service>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:template>
  </xsl:transform>

Mapping the Fields

The tables in this section map the fields in all out-of-box ticket templates shipped with the Remedy Service Desk Connector.

Remedy_DefaultCategory_AutoClose.xsl

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

Table 5-3 Ticket Updates (Remedy_DefaultCategory_AutoClose.xsl)

Remedy Ticket Attributes Enterprise Manager Alert Attributes Value

Categorization_Tier_1

 

Blank

Categorization_Tier_2

 

Blank

Categorization_Tier_3

 

Blank

Closure_Manufacturer

 

Blank

Closure_Product_Category_Tier1

 

Blank

Closure_Product_Category_Tier2

 

Blank

Closure_Product_Category_Tier3

 

Blank

Closure_Product_Model_Version

 

Blank

Closure_Product_Name

 

Blank

Company

 

"Internal" *

Summary

Message

 

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

MetricName — Category of the metric. For the CPU Utilization (%) metric, this would be 'Load.'

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

 

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

 

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Impact to 1-Extensive/Widespread.

  • If severity is Warning, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

  • If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Manufacturer

 

Blank

Product_Categorization_Tier_1

 

Blank

Product_Categorization_Tier_2

 

Blank

Product_Categorization_Tier_3

 

Blank

Product_Model_Version

 

Blank

Product_Name

 

Blank

Reported_Source

 

"Systems Management" *

Resolution

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Clear, set the Resolution with Message.

For job status events:

  • If JobStatus is Succeeded, set the Resolution with JobStatus.

Resolution_Category

 

Blank

Resolution_Category_Tier_2

 

Blank

Resolution_Category_Tier_3

 

Blank

Resolution_Method

 

Blank

Service_Type

 

"Infrastructure Event" *

Status

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set the ticket status to Closed.

  • Otherwise, set the status to Assigned.

For job status events:

  • If JobStatus is Succeeded, set the ticket status to Closed.

  • Otherwise, set the status to Assigned.

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Urgency to 1-Critical.

  • If severity is Warning,, set Urgency to "2-High"

  • Otherwise, set Urgency to 3-Medium.

For job status events:

  • If JobStatus is Error or Failed, set Urgency to 2-High.

  • Otherwise, set Urgency to 3-Medium.

Action

 

"MODIFY" *

Work_Info_Summary

Message

 

Work_Info_Notes

Message, Severity — Applies to metric alerts

JobStatus — Applies to job status events

 

Work_Info_Type

 

"Incident Task/Action" *

Work_Info_Date

 

Blank

Work_Info_Source

 

"System Assignment" *

Work_Info_Locked

 

Blank

Work_Info_View_Access

 

"Public" *

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web service to identify the ticket that must be updated.

 

Remedy_DefaultCategory.xsl

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

Table 5-4 Ticket Updates (Remedy_DefaultCategory.xsl)

Remedy Ticket Attributes Enterprise Manager Alert Attributes Value

Categorization_Tier_1

 

Blank

Categorization_Tier_2

 

Blank

Categorization_Tier_3

 

Blank

Closure_Manufacturer

 

Blank

Closure_Product_Category_Tier1

 

Blank

Closure_Product_Category_Tier2

 

Blank

Closure_Product_Category_Tier3

 

Blank

Closure_Product_Model_Version

 

Blank

Closure_Product_Name

 

Blank

Company

 

"Internal" *

Summary

Message

 

Notes

For metric alerts:

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.

TargetName

TargetType

MetricColumn — Name of the metric, such as CPU Utilization (%).

MetricName — Category of the metric. For the CPU Utilization (%) metric, this would be 'Load.'

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

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, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Severity

CollectionTime

TargetHost

NotificationRuleName

EventPageURL — URL to the metric details page in the context of the alert.

 

Notes (cont'd)

For job status events:

EMUser — Notification rule owner

JobName

JobType

JobOwner

JobStatus

JobTarget — Includes TargetName and TargetType, such as the host name of the targetType "Host."

CollectionTime

NotificationRuleName

EventPageURL — URL of the Job Event page.

 

Impact

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Impact to 1-Extensive/Widespread.

  • If severity is Warning, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

For job status events:

  • If JobStatus is Error or Failed, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Manufacturer

 

Blank

Product_Categorization_Tier_1

 

Blank

Product_Categorization_Tier_2

 

Blank

Product_Categorization_Tier_3

 

Blank

Product_Model_Version

 

Blank

Product_Name

 

Blank

Reported_Source

 

"Systems Management" *

Resolution

 

Blank

Resolution_Category

 

Blank

Resolution_Category_Tier_2

 

Blank

Resolution_Category_Tier_3

 

Blank

Resolution_Method

 

Blank

Service_Type

 

"Infrastructure Event" *

Status

 
  • If the grace period test has already been done and the alert is still within the grace period, reopen the ticket by setting the ticket to the Assigned status.

  • Otherwise, set the status to Assigned.

Urgency

Severity — Applies to metric alerts

JobStatus — Applies to job status events

For metric alerts:

  • If severity is Critical, set Urgency to 1-Critical.

  • If severity is Warning,, set Urgency to "2-High"

  • Otherwise, set Urgency to 3-Medium.

For job status events:

  • If JobStatus is Error or Failed, set Urgency to 2-High.

  • Otherwise, set Urgency to 3-Medium.

Action

 

"MODIFY" *

Work_Info_Summary

Message

 

Work_Info_Notes

Message, Severity — Applies to metric alerts

JobStatus — Applies to job status events

 

Work_Info_Type

 

"Incident Task/Action" *

Work_Info_Date

 

Blank

Work_Info_Source

 

"System Assignment" *

Work_Info_Locked

 

"No" *

Work_Info_View_Access

 

"Public" *

Incident_Number

TicketId — The connector adds this into the alert context before handling the ticketing action. Required by the Remedy Web service to identify the ticket that must be updated.

 

Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify them. To do this, Oracle recommends that you use one of the existing templates as the base template. Copy this ticket template to a new file, modify, and register the new ticket template.

In most cases, when you modify the ticket template, you might only be changing the mappings. The following examples illustrate this point:

Example 5-2 Creating a Template to Mark the <Company/> Element to MyCompany

To create a template to mark the category to MyCompany, modify the following attribute in the template:

<urn:Company>MyCompany</urn:Company>

Example 5-3 Altering the Message Type

If you only want the alert message to appear as ticket summary instead of both message and severity, modify the following attribute:

<urn:Summary><xsl:value-of select="ns0:Message"/></urn:Summary>

The templates are highly customizable. Oracle recommends that only users with advanced knowledge of XSLT make complex changes.

You can use notification rules as a filter to associate proper ticket templates with alerts. You can have as many tickets templates as you want. One notification rule can have only one ticket template.

Defining New Templates

The out-of-box templates are based on the default HPD:IncidentInterface_Create,HPD:IncidentInterface forms. If the new ticket templates you define are based on these forms, Customizing Ticket Templates applies.

However, if you use a different form, you need to define a new ticket template.

Enterprise Manager Attributes

Table 5–5 provides the Enterprise Manager fields that you can map when using the default Remedy Service Desk Web services:

Table 5-5 Enterprise Manager Attributes

Data Fields Description

EMUser

  • For auto-ticketing, this is the notification rule owner.

  • For manual ticketing, this is the console user that triggered the ticket creation.

HDUser

Service Desk user registered with the Connector; this is the same as the user name specified for the WS authentication.

TicketID

Identifies the ticket associated with the current alert (available after ticket creation).

ConnectorID

Identifies the connector that processed the event and issued the ticket creation or ticket update. This is the ID for the Remedy Service Desk Connector.

TargetType

Type of target that the alert is associated with, such as host.

TargetName

Name of the target that the alert is associated with. For example, Database1 or stadc40.us.oracle.com.

MetricColumn

Name of the metric that triggered the alert. For example, CPU Utilization(%).

MetricName

Category of the metric. For example, Load for the memory utilization alert.

TargetProperties

TargetProperties store environmental or usage context information specific to the target. For example, for Host Target , the name /value pair of TargetProperties are:

  • Comment — Host running the management service and repository.

  • Contact — John Doe

  • Deployment Type — Production

  • Line of Business — Development

  • Location — Redwood Shores

These are out-of-box user-defined target properties. If additional target properties are added, they are displayed with ticket information.

KeyColumn

For metrics that monitor a set of objects, the KeyColumn indicates the type of object monitored. For example, for the Tablespace Space Used (%) metric that monitors tablespaceobjects, the KeyColumn is 'Tablespace Name'.

KeyValues

Key values associated with a key value base alert.

For metrics that monitor a set of objects, the KeyValues indicates the specific object that triggered the severity. For example, for the Tablespace Space Used (%) metric that monitors tablespace objects, KeyValues is 'USERS' if the USERS tablespace triggered at warning or critical severity.

Message

Description of the alert. For example, CPU Utilization is 100%, crossed warning (80) or critical (95) threshold.

Severity

Severity of the alert: critical, warning, clear, or down.

CollectionTime

Timestamp of an alert occurrence.

EventPageURL

URL to the alert details page of the alert.

NotificationRuleName

Name of the notification rule that generated the notification during auto-ticketing.

TargetTimezone

Timezone of the target associated with the alert.

GracePeriodCheckMade

Value Yes indicates that the alert is cleared since the last update or creation, but is within the configured grace period.

TargetHost

Name of the server hosting the target that generated the alert.

JobStatus

New status of the job event. For examplem, job status could be Error, Failed, or Succeeded.

JobOwner

Owner of the job, such as the notification rule owner.

JobType

Type of job, such as Host Command.

JobName

Name of the executed job.

JobTarget

Array of the target name/target type pairs that the job runs on.


Format for Creating Ticket Templates

To create ticket templates for custom Remedy forms, adhere to the following format:

Example 5-4 Template Format for Custom Remedy Forms

<?xml version='1.0' encoding='UTF-8'?> 
<xsl:transform version="1.0" 
xmlns:xsl="http://www.w3.org/1999/XSL/Transform" 
xmlns:ns0="http://xmlns.oracle.com/sysman/connector/tt" 
targetNamespace="http://xmlns.oracle.com/sysman/connector/tt" 
elementFormDefault="qualified"> 
 
<!-- 
This template creates an incident type ticket with default categorization 
(Category: Default, Type:Default, Item:Default), and low priority. On update, 
the description and message fields are updated, and the ticket is closed if the 
associated alert has cleared. 
--> 
 
<xsl:template match="ns0:EventModel"> 
<xsl:choose> 
<xsl:when test="normalize-space(ns0:TicketId) = ''"> 
 
*[Insert your mappings from EMModel into your custom Create Ticket Webservice SOAP Document] * 
 
</xsl:when> 
<xsl:otherwise> 
 
* [Insert your mappings from EMModel schema into your Custom Update Ticket Webservice SOAP Document]* 
 
</xsl:otherwise> 
</xsl:choose> 
</xsl:template> 
</xsl:transform>