5.1 Default Ticketing Templates

When a connector instance is created in Enterprise Manager, all associated templates are available for ticket create/update operations. This section describes the default mappings between the Enterprise Manager ticket data fields and the ServiceNow incident data fields.

The ticketing templates XML Style Sheet (XSL) files contains mappings between the two systems. These files are located in the Self Update archive. To extract the installation file, perform the steps described in the Exporting a Template File section.

There are three default ServiceNow templates, as described in Table 5-1:

Table 5-1 Default ServiceNow Templates

XSL File Name	Enterprise Manager User Interface	Description	Required ServiceNow User Permissions (Roles)
ServiceNow_CreateAndUpdate_Default.xsl	ServiceNow Create and Update	Creates new incident in ServiceNow Updates existing incident in ServiceNow	itil soap_create soap_update soap_query
ServiceNow_CreateAndUpdate_AutoClose.xsl	ServiceNow Create, Update, and Close	Creates new incident in ServiceNow Updates existing incident in ServiceNow Closes incident in ServiceNow (if created using a rule, not manually) Reopens incident in ServiceNow	itil soap_create soap_update soap_query admin
ServiceNow_CreateAndUpdate_AutoResolve.xsl	ServiceNow Create, Update, and Resolve	Creates new incident in ServiceNow Updates existing incident in ServiceNow Resolves incident in ServiceNow (if created using a rule, not manually) Reopens incident in ServiceNow	itil soap_create soap_update soap_query

Note:

For more information on ServiceNow system roles, see the Base System Roles section of the ServiceNow Product Documentation Wiki:

http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0