5 Using Default Templates

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

Template Process

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.

Reading Ticket Templates

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	If severity is Clear, set the ticket to the status Closed. 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.
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>

Mapping the Fields

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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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	If severity is Clear, then set the ticket to the status Closed. 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 Assigned; otherwise, leave the status as it is.
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)

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 5-1 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.

Defining New Templates

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.

Enterprise Manager Attributes

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	For auto-ticketing, this is the notification rule owner. For manual ticketing, this is the console user that triggered the ticket creation.
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 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.
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.

The following XML schema describes the model that contains the attributes above:

Example 5-3 XML Schema for Attributes

<?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>

Remedy Attributes

The following list shows the Remedy attributes available for mapping when using the default Remedy Help Desk Web services.

Case Type
Category
Description
Escalated
Escalated
Hotlist
Item
Office
Orig Submitter
Pending
Phone Number
Priority
Region
Request Urgency
Requester Login Name
Requester Name
Site
Source
Status
Summary
Type
Work Log
Create Time

See Also:

Remedy Help Desk for the Enterprise 6.0 User's Guide

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>