5 Working with Ticketing Templates

This chapter provides details on the default ticketing templates shipped along with the ServiceNow connector. The ticketing templates specify the mappings between Enterprise Manager ticket attributes and ServiceNow incident attributes.

This chapter covers the following topics:

• Default Ticketing Templates

• Standard Fields Mapping

• Priority and Severity Mapping

• State Mapping

• Customizable Fields

• Creating a New Custom Template

• Customizing an Existing Template

• Exporting a Template File

• Restoring Templates