Oracle® Enterprise Manager Installation and Configuration Guide for Remedy Help Desk 6 Connector 10g Release 4 (10.2.0.4) Part Number E14983-01 |
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PDF · Mobi · ePub |
This chapter provides details on the out-of-box ticket templates shipped along with the Remedy Connector. The ticket templates specify the mappings between Enterprise Manager alert attributes and Remedy ticket attributes.
Template Process
Reading Ticket Templates
Mapping the Fields
Customizing Ticket Templates
Defining New Templates
All out-of-box templates cause the following actions to occur when a you create a ticket for an alert:
Write alert information to Description
(Remedy ticket description).
Set the Remedy ticket summary based on the alert message. On update, the ticket summary field is updated to include the latest alert message information.
Set the Category
, Item
, and Type
fields in Remedy to the default.
Set the Priority
(ticket's priority) to the value indicated by the file name of the ticket template. For instance, Remedy_DefaultCategory_HighPriority.xsl
sets the ticket priority to High.
Following are the out-of-box templates:
Remedy_DefaultCategory_LowPriority.xsl
Remedy_DefaultCategory_MediumPriority.xsl
Remedy_DefaultCategory_HighPriority.xsl
Remedy_DefaultCategory_UrgentPriority.xsl
Following are the out-of-box templates with the AutoClose
suffixed to the file names. They set the ticket status to Close
when the event severity value becomes Clear
.
Remedy_DefaultCategory_LowPriority_AutoClose.xsl
Remedy_DefaultCategory_MediumPriority_AutoClose.xsl
Remedy_DefaultCategory_HighPriority_AutoClose.xsl
Remedy_DefaultCategory_UrgentPriority_AutoClose.xsl
Following are the out-of-box templates with Wlog
suffixed to the file names. They are customized for the Web services with worklog enabled.
Remedy_DefaultCategory_LowPriority_w_Wlog.xsl
Remedy_DefaultCategory_MediumPriority_w_Wlog.xsl
Remedy_DefaultCategory_HighPriority_w_Wlog.xsl
Remedy_DefaultCategory_UrgentPriority_w_Wlog.xsl
Remedy_DefaultCategory_LowPriority_AutoClose_w_Wlog.xsl
Remedy_DefaultCategory_MediumPriority_AutoClose_w_Wlog.xsl
Remedy_DefaultCategory_HighPriority_AutoClose_w_Wlog.xsl
Remedy_DefaultCategory_UrgentPriority_AutoClose_w_Wlog.xsl
On update, the Description
(Remedy ticket description) is updated with the latest event information, and the work log is updated with the latest severity and timestamp information.
Table 5–1 and Table 5–2 illustrate the creation of a ticket using Remedy_DefaultCategory_HighPriority_AutoClose.xsl
. This illustration will help you to read a ticket template. In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-1 Ticket Creation (Remedy_DefaultCategory_HighPriority_AutoClose.xsl Mappings)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser — Notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing. TargetType 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, 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. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The user name that is provided in the "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
High* |
|
Region |
Blank |
|
Request Urgency |
High* |
|
Requester Login Name |
HDUser |
The user name that is provided in the "Remedy Username" field during the configuration. |
Requester Name |
HDUser |
|
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
|
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-2 Ticket Updates (Remedy_DefaultCategory_HighPriority_AutoClose.xsl Mappings)
Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
|
Summary |
Message, Severity |
|
Case ID |
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_HighPriority_AutoClose.xsl Source Code with Annotations
Use the mapping table (Table 5–1) as a reference to read the following XSLT file.
<?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 high 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> <!-- Create the ticket if there is no ticket ID. --> <xsl:when test="normalize-space(ns0:TicketId) = ''"> <urn:Create_Helpdesk_Case xmlns:urn="urn:HelpDesk_Submit_Service"> <!-- EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED DURING TICKET CREATION. REFER TO THE REMEDY HELPDESK MANUAL FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS --> <urn:Case_Type>Incident</urn:Case_Type> <urn:Category>Default</urn:Category> <urn:Department></urn:Department> <urn:Description> Ticket created by EM Remedy Connector. -------------------------------------- EM User: <xsl:value-of select="ns0:EMUser"/> Event Information: Target Type: <xsl:value-of select="ns0:TargetType"/> 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> 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:Description> <urn:Escalated></urn:Escalated> <urn:Hotlist></urn:Hotlist> <urn:Item>Default</urn:Item> <urn:Office></urn:Office> <urn:Orig_Submitter> <xsl:value-of select="ns0:HDUser"/> </urn:Orig_Submitter> <urn:Pending></urn:Pending> <urn:Phone_Number></urn:Phone_Number> <urn:Priority>High</urn:Priority> <urn:Region></urn:Region> <urn:Request_Urgency>High</urn:Request_Urgency> <urn:Requester_Login_Name> <xsl:value-of select="ns0:HDUser"/> <urn:Requester_Login_Name> <xsl:value-of select="ns0:HDUser"/> </urn:Requester_Login_Name> <urn:Requester_Name> <xsl:value-of select="ns0:HDUser"/> </urn:Requester_Name> <urn:Site></urn:Site> <urn:Source>NMP</urn:Source> <urn:Status>New</urn:Status> <urn:Summary> <xsl:value-of select="ns0:Message"/> </urn:Summary> <urn:Type>Default</urn:Type> <urn:WorkLog></urn:WorkLog> <urn:Create_Time></urn:Create_Time> </urn:Create_Helpdesk_Case> </xsl:when> <!-- Update the ticket otherwise.. --> <xsl:otherwise> <urn:SetBy_Case_ID xmlns:urn="urn:HelpDesk_Modify_Service"> <!-- UNCOMMENT THE TAGS YOU WISH TO HAVE MODIFIED WHENEVER THE TICKET IS UPDATED, AND GIVE THEM DESIRED VALUES --> <!-- <urn:Accounting_Code></urn:Accounting_Code> --> <!-- <urn:Assignee_Login_Name></urn:Assignee_Login_Name> --> <!-- <urn:Case_Type></urn:Case_Type> --> <!-- <urn:Category></urn:Category> --> <!-- <urn:Department></urn:Department> --> <!-- <urn:Description></urn:Description> --> <!-- <urn:Escalated></urn:Escalated> --> <!-- <urn:Hotlist></urn:Hotlist> --> <!-- <urn:Item></urn:Item> --> <!-- <urn:Office></urn:Office> --> <!-- <urn:Pending></urn:Pending> --> <!-- <urn:Phone_Number></urn:Phone_Number> --> <!-- <urn:Priority></urn:Priority> --> <!-- <urn:Region></urn:Region> --> <!-- <urn:Request_Urgency></urn:Request_Urgency> --> <!-- <urn:Requester_Login></urn:Requester_Login> --> <!-- <urn:Requester_Name></urn:Requester_Name> --> <!-- <urn:Site></urn:Site> --> <!-- <urn:Solution_Description></urn:Solution_Description>--> <!-- <urn:Solution_Summary></urn:Solution_Summary> --> <!-- <urn:Source></urn:Source> --> <xsl:choose> <xsl:when test="ns0:Severity = 'Clear'"> <urn:Status>Closed</urn:Status> </xsl:when> <xsl:when test="ns0:GracePeriodCheckMade = 'Yes'"> <urn:Status>Assigned</urn:Status> </xsl:when> </xsl:choose> <!-- <urn:Submitted_By></urn:Submitted_By> --> <urn:Summary> <xsl:value-of select="ns0:Message"/> Severity:<xsl:value-of select="ns0:Severity"/> </urn:Summary> <!-- <urn:Type></urn:Type> --> <urn:Case_ID> <xsl:value-of select="ns0:TicketId"/> </urn:Case_ID> </urn:SetBy_Case_ID> </xsl:otherwise> </xsl:choose> </xsl:template></xsl:transform>
The tables in this section map the fields in all out-of-box ticket templates shipped with the Remedy Connector.
Remedy_DefaultCategory_LowPriority.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-3 Ticket Creation ( Remedy_DefaultCategory_LowPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
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. TargetType 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 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. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The user name provided in the "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Low |
|
Region |
Blank |
|
Request Urgency |
Low |
|
Requester Login Name |
HDUser |
The user name provided in the "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The user name provided in the "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context. |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-4 Ticket Updates (Remedy_DefaultCategory_LowPriority.xsl)
Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
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 |
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_MediumPriority.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-5 Ticket Creation ( Remedy_DefaultCategory_MediumPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
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. TargetType MetricColumn — Name of the metric, for example, CPU Utilization(%). MetricName — Category of the metric. For 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 at warning or critical severity. Severity CollectionTime TargetHost NotificationRuleName EventPageURL — URL to the metric details page in context of the alert. |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The user name provided in the "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Medium |
|
Region |
Blank |
|
Request Urgency |
Medium |
|
Requester Login Name |
HDUser |
The user name provided in the "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The user name provided in the "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context. |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-6 Ticket Updates ( Remedy_DefaultCategory_MediumPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
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 |
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_HighPriority.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-7 Ticket Creation (Remedy_DefaultCategory_HighPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 theTablespace 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
High |
|
Region |
Blank |
|
Request Urgency |
High |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-8 Ticket Updates (Remedy_DefaultCategory_HighPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_UrgentPriority.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-9 Ticket Creation (Remedy_DefaultCategory_UrgentPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 theTablespace 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Urgent |
|
Region |
Blank |
|
Request Urgency |
Urgent |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-10 Ticket Updates (Remedy_DefaultCategory_UrgentPriority.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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) |
Following are the templates with the AutoClose
suffixed to the file names. They set the ticket status to Close
when the event severity value becomes Clear
:
Remedy_DefaultCategory_LowPriority_AutoClose.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-11 Ticket Creation (Remedy_DefaultCategory_LowPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Low |
|
Region |
Blank |
|
Request Urgency |
Low |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-12 Ticket Updates (Remedy_DefaultCategory_LowPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
|
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_MediumPriority_AutoClose.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-13 Ticket Creation (Remedy_DefaultCategory_MediumPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType, EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Medium |
|
Region |
Blank |
|
Request Urgency |
Medium |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-14 Ticket Updates (Remedy_DefaultCategory_MediumPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
|
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_HighPriority_AutoClose.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-15 Ticket Creation (Remedy_DefaultCategory_HighPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
High |
|
Region |
Blank |
|
Request Urgency |
High |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-16 Ticket Updates (Remedy_DefaultCategory_HighPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
|
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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_UrgentPriority_AutoClose.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-17 Ticket Creation (Remedy_DefaultCategory_UrgentPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Urgent |
|
Region |
Blank |
|
Request Urgency |
Urgent |
|
Requester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Blank |
|
Create Time |
Blank |
Table 5-18 Ticket Updates (Remedy_DefaultCategory_UrgentPriority_AutoClose.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Status |
Severity |
|
Summary |
Message, Severity |
The alert message in context with the severity appended. |
Case ID |
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) |
Following are the templates with Wlog
suffixed to the file names. They are customized for the worklog Web_service
.
On update, the Description
(Remedy ticket description) is updated with the latest event information, and the work log is updated with the latest severity and timestamp information.
Remedy_DefaultCategory_LowPriority_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-19 Ticket Creation (Remedy_DefaultCategory_LowPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Urgent |
|
Region |
Blank |
|
Request Urgency |
Urgent |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-20 Ticket Updates (Remedy_DefaultCategory_LowPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_MediumPriority_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-21 Ticket Creation (Remedy_DefaultCategory_MediumPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Medium |
|
Region |
Blank |
|
Request Urgency |
Medium |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-22 Ticket Updates (Remedy_DefaultCategory_MediumPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_HighPriority_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-23 Ticket Creation (Remedy_DefaultCategory_HighPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
High |
|
Region |
Blank |
|
Request Urgency |
High |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-24 Ticket Updates (Remedy_DefaultCategory_HighPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_UrgentPriority_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-25 Ticket Creation (Remedy_DefaultCategory_UrgentPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Urgent |
|
Region |
Blank |
|
Request Urgency |
Urgent |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Default* |
||
Type |
||
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-26 Ticket Updates (Remedy_DefaultCategory_UrgentPriority_w_Wlog.xsl)
Remedy Ticket Attributes | Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
If the grace period test has already been done, and the alert is still within the grace period, then reopen the ticket by setting the ticket to the status |
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_LowPriority_AutoClose_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-27 Ticket Creation (Remedy_DefaultCategory_LowPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Low |
|
Region |
Blank |
|
Request Urgency |
Low |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-28 Ticket Updates (Remedy_DefaultCategory_LowPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
|
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_MediumPriority_AutoClose_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-29 Ticket Creation (Remedy_DefaultCategory_MediumPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Medium |
|
Region |
Blank |
|
Request Urgency |
Medium |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-30 Ticket Updates (Remedy_DefaultCategory_MediumPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
|
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_HighPriority_AutoClose_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-31 Ticket Creation (Remedy_DefaultCategory_HighPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
High |
|
Region |
Blank |
|
Request Urgency |
High |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-32 Ticket Updates (Remedy_DefaultCategory_HighPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
|
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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_UrgentPriority_AutoClose_w_Wlog.xsl
In the tables, * denotes a literal string and ** indicates if the attribute applies.
Table 5-33 Ticket Creation (Remedy_DefaultCategory_UrgentPriority_AutoClose_w_Wlog.xsl)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Case Type |
"Incident"* |
|
Category |
"Default"* |
|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 USERS tablespace triggered at warning or critical severity.) Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values from the alert context. |
Escalated |
Blank |
|
Hotlist |
Blank |
|
Item |
"Default"* |
|
Office |
Blank |
|
Orig Submitter |
HDUser |
The username that is provided in "Remedy Username" field during the configuration. |
Pending |
Blank |
|
Phone Number |
Blank |
|
Priority |
Urgent |
|
Region |
Blank |
|
Request Urgency |
Urgent |
|
UrgentRequester Login Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Requester Name |
HDUser |
The username that is provided in "Remedy Username" field of the Connection Settings configuration. |
Site |
Blank |
|
Source |
NMP* (Network Management Program) |
|
Status |
New* |
|
Summary |
Message |
The alert message in context |
Type |
Default* |
|
Work Log |
Severity, CollectionTime |
The alert severity and collection time in context. |
Create Time |
Blank |
Table 5-34 Ticket Updates (Remedy_DefaultCategory_UrgentPriority_AutoClose)
Remedy Ticket Attributes | Enterprise Manager Alert Attributes | Value |
---|---|---|
Description |
EMUser (notification rule owner when the ticket is created through auto-ticketing, and is the EM log-in user when the ticket is created through manual-ticketing) TargetType MetricColumn (name of the metric, for example, CPU Utilization(%)) MetricName (Category of the metric. For 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 USERS tablespace triggered at warning or critical severity.)- Severity CollectionTime TargetHost NotificationRuleName EventPageURL (URL to the metric details page in context of the alert) |
Values of the alert in context |
Status |
Severity |
|
Worklog |
Severity, CollectionTime |
The values in context |
Case ID |
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) |
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 5-1 Marking a Category to MyCategory
To create a template to mark the category to MyCategory,
modify the following attribute in the template:
<urn:Category>MyCategory</urn:Category>
Example 5-2 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.
The out-of-box templates are based on the HPD:HelpDesk form. If the new ticket templates you define are based on the HPD:HelpDesk form, "Customizing Ticket Templates" on page 5E49 applies.
However, if you use a custom Remedy Form, such as HPD:CustomHelpDesk, you need to define a new ticket template.
Table 5–35 provides the Enterprise Manager fields that you can map when using the default Remedy Help Desk Web services:
Table 5-35 Enterprise Manager Attributes
Data Fields | Description |
---|---|
EMUser |
|
HDUser |
Help desk user registered with the Connector; this is 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 Remedy Connector. |
TargetType |
Type of target that the alert is associated with, such as |
TargetName |
Name of the target that the alert is associated with. For example, |
MetricColumn |
Name of the metric that triggered the alert. For example, CPU Utilization(%). |
MetricName |
Category of the metric. For example, |
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: |
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 |
TargetHost |
Name of the server hosting the target that generated the alert. |
The following XML schema describes the model that contains the attributes above:
<?xml version="1.0" encoding="US-ASCII" ?><xsd:schema xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://xmlns.oracle.com/sysman/connector/tt" targetNamespace="http://xmlns.oracle.com/sysman/connector/tt" elementFormDefault="qualified"> <xsd:element name= "EventModel" type="EMEventModel"/> <xsd:complexType name="EMEventModel"> <xsd:sequence> <xsd:element name="TicketId" type="xsd:string" minOccurs="0" maxOccurs="1" /> <xsd:element name="ConnectorId" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="EventId" type="EventIdType" minOccurs="1" maxOccurs="1" /> <xsd:element name="TargetType" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="TargetName" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="MetricColumn" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="MetricName" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="KeyColumn" type="xsd:string" minOccurs="0" maxOccurs="1" /> <xsd:element name="KeyValues" type="xsd:string" minOccurs="0" maxOccurs="unbounded" /> <xsd:element name="Message" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="Severity" type="SeverityType" minOccurs="1" maxOccurs="1" /> <xsd:element name="SeverityCode" type="SeverityCodeType" minOccurs="1" maxOccurs="1" /> <xsd:element name="CollectionTime" type="xsd:dateTime" minOccurs="1" maxOccurs="1" /> <xsd:element name="EventPageURL" type="xsd:string" minOccurs="0" maxOccurs="1" /> <xsd:element name="EMUser" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="HDUser" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="NotificationRuleName" type="xsd:string" minOccurs="0" maxOccurs="1" /> <xsd:element name="TargetHost" type="xsd:string" minOccurs="1" maxOccurs="1" /> <xsd:element name="GracePeriodCheckMade" type="xsd:string" minOccurs="0" maxOccurs="1" /> <xsd:element name="TargetTimezone" type="xsd:string" minOccurs="1" maxOccurs="1" /> </xsd:sequence> </xsd:complexType> <xsd:complexType name="EventIdType"> <xsd:sequence> <xsd:element name="TargetId" type="xsd:string" minOccurs="1" maxOccurs="1"/> <xsd:element name="MetricId" type="xsd:string" minOccurs="1" maxOccurs="1"/> <xsd:element name="KeyId" type="xsd:string" minOccurs="0" maxOccurs="1"/> </xsd:sequence> </xsd:complexType> <xsd:simpleType name="SeverityType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="Clear" /> <xsd:enumeration value="Info" /> <xsd:enumeration value="Warning" /> <xsd:enumeration value="Critical" /> <xsd:enumeration value="Agent Unreachable Clear" /> <xsd:enumeration value="Blackout End" /> <xsd:enumeration value="Blackout Start" /> <xsd:enumeration value="Metric Error End" /> <xsd:enumeration value="Metric Error Start" /> <xsd:enumeration value="Unknown" /> </xsd:restriction> </xsd:simpleType> <xsd:simpleType name="SeverityCodeType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="15" /> <xsd:enumeration value="18" /> <xsd:enumeration value="20" /> <xsd:enumeration value="25" /> <xsd:enumeration value="115" /> <xsd:enumeration value="125" /> <xsd:enumeration value="215" /> <xsd:enumeration value="225" /> <xsd:enumeration value="315" /> <xsd:enumeration value="325" /> </xsd:restriction> </xsd:simpleType></xsd:schema>
The following list shows the Remedy attributes available for mapping when using the default Remedy Help Desk Web services.
See Also:
Remedy Help Desk for the Enterprise 6.0 User's GuideFormat for Creating Ticket Templates
To create ticket templates for custom Remedy forms, adhere to the following format:
<?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>