When the Enterprise Manager connector creates an incident service request record, a data transformation occurs that maps the attributes of the Alert in Enterprise Manager with the attributes of a Service Request on the HelpDesk system. The trouble ticket template and response files specify this mapping. The logical mapping is summarized in Table 5–1. This table will help you to read the Siebel Ticket Template (SiebelHelpdeskTemplate.xsl
).
Table 5-1 Service Request Payload and Enterprise Manager Event Mapping
Service Request Attributes | Enterprise Manager Event Attributes | Data Type | Default Value for Create | Default Value for Update |
---|---|---|---|---|
Id |
DTYPE_ID |
N/A |
||
SR Number |
DTYPE_TEXT |
N/A |
||
Status (SR_STAT_ID) |
DTYPE_TEXT |
Open/Closed |
|
|
SR Type (SR_CAT_TYPE_CD) |
DTYPE_TEXT |
Internal |
N/A |
|
Service Request Type |
DTYPE_TEXT |
Internal |
N/A |
|
Severity (SR_SEV_CD) |
Severity Helpdesk:
Enterprise Manager:
|
DTYPE_TEXT |
||
Abstract |
Message. For example, CPU utilization increases from 50% to 95%. |
DTYPE_TEXT |
N/A |
|
Area (SR_AREA) |
DTYPE_TEXT |
IT |
N/A |
|
Description |
|
DTYPE_TEXT |
N/A |
Siebel Ticket Template (SiebelHelpdeskTemplate.xsl)
<?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" xmlns:ser="http://siebel.com/Service/ServiceReqEMHelpDesk" xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data" elementFormDefault="qualified"> <!-- This template creates an incident type ticket with default categorization (Category: Default, Type:Default, Item:Default), and high priority. On update, the description and message fields are updated. --> <xsl:template match="ns0:EventModel"> <xsl:choose> <xsl:when test="normalize-space(ns0:TicketId) = ''"> <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED DURING TICKET CREATION. REFER TO THE MANUAL FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS--> <ser:ServiceReqEMHelpDeskInsertAndQuery_Input xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data"> <data:ListOfServicereqio> <!--Zero or more repetitions:--> <data:ServiceRequest operation="?"> <data:Abstract><xsl:value-of select="ns0:Message"/></data:Abstract> <data:Status>Open</data:Status> <data:ServiceRequestType>Internal</data:ServiceRequestType> <xsl:choose> <xsl:when test="normalize-space(ns0:Severity) = 'Critical'"> <data:Severity>1-Critical</data:Severity> </xsl:when> <xsl:when test="normalize-space(ns0:Severity) = 'Down'"> <data:Severity>2-High</data:Severity> </xsl:when> <xsl:when test="normalize-space(ns0:Severity) = 'Warning'"> <data:Severity>3-Medium</data:Severity> </xsl:when> <xsl:otherwise> <data:Severity>5-Question</data:Severity> </xsl:otherwise> </xsl:choose> <data:Area>IT</data:Area> <data:Description> Ticket created by EM Siebel Connector. Event Information: ---------------------------------------
Target Type: <xsl:value-of select="ns0:TargetType"/> Target Name: <xsl:value-of select="ns0:TargetName"/> Target Host: <xsl:value-of select="ns0:TargetHost"/> Target Agent: <xsl:value-of select="ns0:TargetAgent"/> Metric Column: <xsl:value-of select="ns0:MetricColumn"/> Metric Name: <xsl:value-of select="ns0:MetricName"/> <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> 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> Event Page URL: <xsl:value-of select="ns0:EventPageURL"/> -------------------------------------- </data:Description> </data:ServiceRequest> </data:ListOfServicereqio> <ser:LOVLanguageMode>LIC</ser:LOVLanguageMode> <!--Optional:--> <ser:ViewMode>All</ser:ViewMode> </ser:ServiceReqEMHelpDeskInsertAndQuery_Input> </xsl:when> <xsl:otherwise> <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED DURING TICKET UPDATE. REFER TO THE MANUAL FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS--> <ser:ServiceReqEMHelpDeskQueryAndUpdate_Input xmlns:data="http://www.siebel.com/xml/ServiceReqIO/Data"> <data:ListOfServicereqio> <!--Zero or more repetitions:--> <data:ServiceRequest operation="?"> <data:SRNumber><xsl:value-of select="ns0:TicketId"/></data:SRNumber> <xsl:choose> <xsl:when test="normalize-space(ns0:Severity) = 'Critical'"> <data:Severity>1-Critical</data:Severity> <data:Status>Open</data:Status> </xsl:when> <xsl:when test="normalize-space(ns0:Severity) = 'Down'"> <data:Severity>2-High</data:Severity> <data:Status>Open</data:Status> </xsl:when> <xsl:when test="normalize-space(ns0:Severity) = 'Warning'"> <data:Severity>3-Medium</data:Severity> <data:Status>Open</data:Status> </xsl:when> <xsl:when test="normalize-space(ns0:Severity) = 'Clear'"> <data:Status>Closed</data:Status> </xsl:when> <xsl:otherwise> <data:Severity>5-Question</data:Severity> <data:Status>Open</data:Status> </xsl:otherwise> </xsl:choose> </data:ServiceRequest> </data:ListOfServicereqio> <ser:LOVLanguageMode>LIC</ser:LOVLanguageMode> <!--Optional:--> <ser:ViewMode>All</ser:ViewMode> </ser:ServiceReqEMHelpDeskQueryAndUpdate_Input> </xsl:otherwise> </xsl:choose> </xsl:template> </xsl:transform>