4 Using Default Templates

This chapter provides details on the default ticket templates shipped along with the Remedy Service Desk Connector. The ticket templates specify the mappings between an Enterprise Manager incident and underlying event attributes and Remedy ticket attributes.

  • Template Process

  • Ensuring Web Services for Default Templates

  • Reading Ticket Templates

  • 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 incident:

  • Write incident information to Description (Remedy ticket description).

  • Set the Remedy ticket summary based on the incident message. During updating, the ticket summary field is updated to include the latest incident message information.

The out-of-box templates are as follows:

  • Remedy_DefaultCategory_AutoResolve.xsl

  • Remedy_DefaultCategory_AutoClose.xsl

  • Remedy_DefaultCategory.xsl

Remedy_DefaultCategory_AutoResolve.xsl

The Remedy_DefaultCategory_AutoResolve.xsl template sets the ticket status to Resolved when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the following occurs:

  • The ticket is reopened.

  • The status field is set as Assigned.

  • The ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information. If you leave an incident as resolved, the Incident Management application closes the incident after 15 days. See the BMC Remedy Service Desk: Incident Management 7.0 User's Guide for more information.

Remedy_DefaultCategory_AutoClose.xsl

The Remedy_DefaultCategory_AutoClose.xsl template sets the ticket status to Closed when the event severity value becomes Clear. After the Ticket Status is closed, it cannot be reassigned to other values. When the same event with critical or warning severity occurs within the grace period time, the following occurs:

  • The ticket is not reopened.

  • The status field remains Closed, but the ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information.

Note:

Oracle recommends that you do not select Remedy_DefaultCategory_AutoClose.xsl if you want tickets to be reopened when a critical or warning event has occurred within the grace period.

If you want tickets to be reopened, then select Remedy_DefaultCategory_AutoResolve.xsl.

Remedy_DefaultCategory.xsl

The Remedy_DefaultCategory.xsl template does not close the ticket when the event severity value becomes clear. When the same event with a Critical or Warning severity occurs within the grace period time, the ticket Summary, Notes, Work Info Summary, and Work Info Notes fields are updated with the latest event information.

Ensuring Web Services for Default Templates

If you choose default ticket templates, ensure that the following HPD:HelpDesk related Web services are up and running on the Remedy AR server:

  • HPD_IncidentInterface_Create_WS

  • HPD_IncidentInterface_WS

Reading Ticket Templates

Table 4–1 and Table 4–2 illustrate the creation of a ticket using Remedy_DefaultCategory_AutoResolve.xsl. This illustration will help you to read a ticket template. In the tables, * denotes a literal string and ** indicates if the attribute applies.

Ticket creation mappings are the same for Remedy_DefaultCategory_AutoResolve.xsl, Remedy_DefaultCategory_AutoClose.xsl, and Remedy_DefaultCategory.xsl.

Table 4–1 shows Remedy ticket attributes and corresponding Enterprise Manager incident values for ticket creation mappings.

Note:

Remedy Ticket Attributes for which no values are needed are not mentioned in the table.

Table 4-1 Ticket Creation Mappings (for all templates)

Remedy Ticket Attributes Enterprise Manager incident Attributes Value

First_Name

HDUser

User name provided in the "Remedy Username" field during the configuration.

Impact

SeverityCode — Applies to incident severity

For incidents:

  • If severity is Fatal, set Impact to 1-Extensive/Widespread.

  • If severity is Critical, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Last_Name

HDUser

User name provided in the "Remedy Username" field during the configuration. It is assumed the same user exists in Remedy people form. Example: First_Name=admin, Last_Name=admin and the same user “admin admin” exists in Remedy server.

Reported_Source

  

"Systems Management" *

Service_Type

  

"Infrastructure Event" *

Status

  

New *

Action

  

CREATE *

Create_Request

  

Blank

Summary

Summary - Example: Memory Utilization is 59.024%, crossed warning (0.01)

  

Notes

For incidents:

EMUser — Incident or event 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.

Other Incident information includes:

Source Name

Source Owner - Example: Sysman

Source Type

Source SubType

TargetName

TargetType

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB Team

Severity

Priority

Creation Date - Incident Creation Date

LastUpdatedDate

Owner - Incident Owner

URL - Incident URL

IncidentRuleName

Values from the EM Incident context.

Urgency

Based on SeverityCode

For metric incidents:

  • If severity is Fatal or Critical, set Urgency to 1-Critical.

  • If severity is Warning, set Urgency to 2-High

  • Otherwise, set Urgency to 3-Medium.

Work_Info_Summary

Summary. Example: Memory Utilization is 59.024%, crossed warning (0.01)

  

Work_Info_Notes

Severity — Example: Incident created by Oracle Enterprise Manager Remedy Service Desk Connector for Critical severity

  

Work_Info_Type

  

"Incident Task/Action" *

Work_Info_Source

  

"System Assignment" *

Work_Info_View_Access

  

"Public" *

ConnectorGUID

ConnectorGUID

  

Table 4–2 shows Remedy ticket attributes and corresponding Enterprise Manager incident attributes and values for Remedy_DefaultCategory_AutoResolve.xsl mappings.

Table 4-2 Ticket Updates (Remedy_DefaultCategory_AutoResolve.xsl Mappings)

Remedy Ticket Attributes Enterprise Manager incident Attributes Value

Company

  

"My Company" *

Summary

Summary - Example: Memory Utilization is 59.024%, crossed warning (0.01)

  

Notes

For incidents:

EMUser — Incident 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.

Other Incident information includes:

Source Name

Source Owner - Example: Sysman

Source Type

Source SubType

TargetName

TargetType

TargetProperties** — name:value pairs of defined target properties. For example: Line of business: Finance Owner: Finance-DB team

Severity

Priority

Creation Date - Incident Creation date

LastUpdatedDate

Owner - Incident Owner

CollectionTime

URL - Incident URL

IncidentRuleName

Values from the EM Incident context.

Impact

SeverityCode — Applies to incidents severity

For metric incidents:

  • If severity is Fatal, set Impact to 1-Extensive/Widespread.

  • If severity is Critical, set Impact to 2-Significant/Large.

  • Otherwise, set Impact to 3-Moderate/Limited.

Incident_Number

TicketID — The connector adds this into the incident context before handling the ticketing action. Required by the Remedy Web Service to identify the ticket that must be updated.

  

Reported_Source

  

"Systems Management" *

Resolution

Severity, Summary

If the severity is Clear, add the Resolution with Summary.

Service_Type

  

"Infrastructure Event" *

Status

Based on Severity

If severity is Clear, set the ticket to the status Resolved. Otherwise set ticket to status Assigned.

Status_Reason

Based on Severity

If severity is Clear, set the Status_Reason to "Automated Resolution Reported."

Urgency

Based on SeverityCode

For metric incidents:

  • If severity is Fatal or Critical, set Urgency to 1-Critical.

  • If severity is Warning, set Urgency to 2-High

  • Otherwise, set Urgency to 3-Medium.

Action

  

MODIFY*

Work_Info_Type

  

"Incident Task/Action" *

Work_Info_Source

  

"System Assignment" *

Work_Info_Notes

Based on Severity – inforamtion text is added

  

Work_Info_Locked

  

"No" *

Work_Info_View_Access

  

"Public" *

Work_Info_Summary

Summary

  

ConnectorGUID

ConnectorGUID

  

Use the mapping table (Table 4–1) as a reference to read the XSLT file in Example 4–1.

Example 4-1 Remedy_DefaultCategory_ AutoResolve.xsl Source Code with Annotations

  <?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" targetNamespace="http://xmlns.oracle.com/sysman/connector" elementFormDefault="qualified">
- <!-- 
        This template creates an incident type ticket within Remedy Service
 Desk with default settings. On update, the worklog is updated with the latest
 incident message and severity information. The ticket is set to status Resolved
 if the associated alert has cleared. Ticket can be reopend if a severity
 occured with in the grace period. If the ticket is not reopened for 15 days,
 ticket will be closed by incident management.
  
 
  --> 
- <xsl:template match="ns0:EMIncident">
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:TicketID) = ''">
- <urn:HelpDesk_Submit_Service xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
- <!-- 
 EDIT THE TAG VALUES BELOW TO CHANGE HOW A TICKET IS FILLED
    DURING TICKET CREATION. REFER TO THE REMEDY SERVICE DESK MANUAL
    FOR DESCRIPTION OF THESE HELPDESK SUPPORT DATAFIELDS
 
  --> 
  <urn:Assigned_Group /> 
  <urn:Assigned_Group_Shift_Name /> 
  <urn:Assigned_Support_Company /> 
  <urn:Assigned_Support_Organization /> 
  <urn:Assignee /> 
  <urn:Categorization_Tier_1 /> 
  <urn:Categorization_Tier_2 /> 
  <urn:Categorization_Tier_3 /> 
  <urn:CI_Name /> 
  <urn:Closure_Manufacturer /> 
  <urn:Closure_Product_Category_Tier1 /> 
  <urn:Closure_Product_Category_Tier2 /> 
  <urn:Closure_Product_Category_Tier3 /> 
  <urn:Closure_Product_Model_Version /> 
  <urn:Closure_Product_Name /> 
  <urn:Department /> 
- <!-- FIRST_NAME,LAST_NAME VALUES ARE PICKED FROM THE USERNAME VALUE GIVEN DURING REMEDY SERVICE DESK CONNECTOR CONFIGURATION. EXAMPLE USERNAME:Demo.
  --> 
- <urn:First_Name>
  <xsl:value-of select="ns0:HDUser" /> 
  </urn:First_Name>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact> 
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
- <urn:Last_Name>
  <xsl:value-of select="ns0:HDUser" /> 
  </urn:Last_Name>
  <urn:Lookup_Keyword /> 
  <urn:Manufacturer /> 
  <urn:Product_Categorization_Tier_1 /> 
  <urn:Product_Categorization_Tier_2 /> 
  <urn:Product_Categorization_Tier_3 /> 
  <urn:Product_Model_Version /> 
  <urn:Product_Name /> 
  <urn:Reported_Source>Systems Management</urn:Reported_Source> 
  <urn:Resolution /> 
  <urn:Resolution_Category_Tier_1 /> 
  <urn:Resolution_Category_Tier_2 /> 
  <urn:Resolution_Category_Tier_3 /> 
  <urn:Service_Type>Infrastructure Event</urn:Service_Type> 
  <urn:Status>New</urn:Status> 
  <urn:Action>CREATE</urn:Action> 
  <urn:Create_Request /> 
- <urn:Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" /> 
  </urn:Summary>
- <urn:Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector. ----------------------------------------------------------------------------- EM User: 
  <xsl:value-of select="ns0:NotificationRuleOwner" /> 
  Incident Information: Source Name: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjName" /> 
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner) != ''">
  Source Owner: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner" /> 
  </xsl:when>
  </xsl:choose>
  Source Type: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjType" /> 
  Source SubType: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjSubType" /> 
  Target Name: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetName" /> 
  Target Type: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetType" /> 
  Target Type Label: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetTypeLabel" /> 
  Target URL: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetURL" /> 
- <!--  LIST ALL THE TARGET PROPERTIES 
  --> 
  Target Properties: 
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ ns0:TargetProperty">
  <xsl:text></xsl:text> 
  <xsl:value-of select="./ns0:Name" /> 
  : 
  <xsl:value-of select="./ns0:Value" /> 
  </xsl:for-each>
- <!-- 
 EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY, 
        SUCH AS "Line of Business"
        <xsl:choose>
            <xsl:when test="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
                            ns0:TargetProperty/ns0:Name='Line of Business'">
            Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
                                ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
                                /ns0:value"/>
            </xsl:when>
        </xsl:choose>
 
 
  --> 
  Severity: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  Priority: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Priority" /> 
  CreationDate: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" /> 
  LastUpdatedDate: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" /> 
  Owner: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Owner" /> 
- <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:SystemAttributes/ns0:IncidentURL" /> 
  </urn:Notes>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or (ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Urgency>1-Critical</urn:Urgency> 
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
- <urn:Work_Info_Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" /> 
  </urn:Work_Info_Summary>
- <urn:Work_Info_Notes>
  Incident created by Oracle Enterprise Manager Remedy Service Desk Connector for 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  severity. 
  </urn:Work_Info_Notes>
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type> 
  <urn:Work_Info_Date /> 
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source> 
  <urn:Work_Info_Locked /> 
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access> 
  <urn:Middle_Initial /> 
- <urn:ConnectorGUID>
  <xsl:value-of select="ns0:ConnectorGUID" /> 
  </urn:ConnectorGUID>
  </urn:HelpDesk_Submit_Service>
  </xsl:when>
- <xsl:otherwise>
- <urn:HelpDesk_Modify_Status_Service xmlns:urn="urn:HPD_IncidentInterface_WS">
  <urn:Categorization_Tier_1 /> 
  <urn:Categorization_Tier_2 /> 
  <urn:Categorization_Tier_3 /> 
  <urn:Closure_Manufacturer /> 
  <urn:Closure_Product_Category_Tier1 /> 
  <urn:Closure_Product_Category_Tier2 /> 
  <urn:Closure_Product_Category_Tier3 /> 
  <urn:Closure_Product_Model_Version /> 
  <urn:Closure_Product_Name /> 
- <!-- EDIT THE Company TAG BELOW TO ADD A Company NAME THAT IS ASSOCIATED WITH FIRST_NAME,LAST_NAME TAGS ON THE REMEDY  
  --> 
  <urn:Company>My Company</urn:Company> 
- <urn:Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" /> 
  </urn:Summary>
- <urn:Notes>
  Incident updated by Oracle Enterprise Manager Remedy Service Desk Connector. --------------------------------------------------------------------------- EM User: 
  <xsl:value-of select="ns0:NotificationRuleOwner" /> 
  Incident Information: Source Name: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjName" /> 
- <xsl:choose>
- <xsl:when test="normalize-space(ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner) != ''">
  Source Owner: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:ObjOwner" /> 
  </xsl:when>
  </xsl:choose>
  Source Type: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjType" /> 
  Source SubType: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:SourceObjInfo/ns0:SourceObjSubType" /> 
  Target Name: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetName" /> 
  Target Type: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetType" /> 
  Target Type Label: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetTypeLabel" /> 
  Target URL: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:SourceInfo/ ns0:TargetInfo/ns0:TargetURL" /> 
- <!--  LIST ALL THE TARGET PROPERTIES 
  --> 
  Target Properties: 
- <xsl:for-each select="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/ ns0:TargetProperty">
  <xsl:text></xsl:text> 
  <xsl:value-of select="./ns0:Name" /> 
  : 
  <xsl:value-of select="./ns0:Value" /> 
  </xsl:for-each>
- <!-- 
 EDIT THE FOLLOWING CODE TO LIST A SPECIFIC TARGET PROPERTY, 
        SUCH AS "Line of Business"
        <xsl:choose>
            <xsl:when test="ns0:SystemAttributes/ns0:SourceInfo/ns0:TargetInfo/
                            ns0:TargetProperty/ns0:Name='Line of Business'">
            Line of Business: <xsl:value-of select="ns0:ns0:SystemAttributes/
                                ns0:SourceInfo/ns0:TargetInfo/ns0:TargetProperty
                                /ns0:value"/>
            </xsl:when>
        </xsl:choose>
 
 
  --> 
  Severity: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  Priority: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Priority" /> 
  CreationDate: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:CreationDate" /> 
  LastUpdatedDate: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:LastUpdatedDate" /> 
  Owner: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Owner" /> 
- <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:SystemAttributes/ns0:IncidentURL" /> 
  </urn:Notes>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL')">
  <urn:Impact>1-Extensive/Widespread</urn:Impact> 
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Impact>2-Significant/Large</urn:Impact> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Impact>3-Moderate/Limited</urn:Impact> 
  </xsl:otherwise>
  </xsl:choose>
- <urn:Incident_Number>
  <xsl:value-of select="ns0:TicketID" /> 
  </urn:Incident_Number>
  <urn:Manufacturer /> 
  <urn:Product_Categorization_Tier_1 /> 
  <urn:Product_Categorization_Tier_2 /> 
  <urn:Product_Categorization_Tier_3 /> 
  <urn:Product_Model_Version /> 
  <urn:Product_Name /> 
  <urn:Reported_Source>Systems Management</urn:Reported_Source> 
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
- <urn:Resolution>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in severity of the associated alert. Severity: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  Message: 
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" /> 
  </urn:Resolution>
  </xsl:when>
- <xsl:otherwise>
  <urn:Resolution /> 
  </xsl:otherwise>
  </xsl:choose>
  <urn:Resolution_Category /> 
  <urn:Resolution_Category_Tier_2 /> 
  <urn:Resolution_Category_Tier_3 /> 
  <urn:Resolution_Method /> 
  <urn:Service_Type>Infrastructure Event</urn:Service_Type> 
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
  <urn:Status>Resolved</urn:Status> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Status>Assigned</urn:Status> 
  </xsl:otherwise>
  </xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
  <urn:Status_Reason>Automated Resolution Reported</urn:Status_Reason> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Status_Reason /> 
  </xsl:otherwise>
  </xsl:choose>
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'FATAL') or (ns0:SystemAttributes/ns0:SeverityCode = 'CRITICAL')">
  <urn:Urgency>1-Critical</urn:Urgency> 
  </xsl:when>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'WARNING')">
  <urn:Urgency>2-High</urn:Urgency> 
  </xsl:when>
- <xsl:otherwise>
  <urn:Urgency>3-Medium</urn:Urgency> 
  </xsl:otherwise>
  </xsl:choose>
  <urn:Action>MODIFY</urn:Action> 
  <urn:Work_Info_Type>Incident Task / Action</urn:Work_Info_Type> 
  <urn:Work_Info_Date /> 
  <urn:Work_Info_Source>System Assignment</urn:Work_Info_Source> 
- <xsl:choose>
- <xsl:when test="(ns0:SystemAttributes/ns0:SeverityCode = 'CLEAR')">
- <urn:Work_Info_Notes>
  Incident resolved by Oracle Enterprise Manager Remedy Service Desk Connector due to change in associated Incident: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  severity. 
  </urn:Work_Info_Notes>
  </xsl:when>
- <xsl:when test="ns0:ReopenTicket = 'Yes'">
- <urn:Work_Info_Notes>
  Incident reopened because the associated alert re-triggered within the grace period: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  severity. 
  </urn:Work_Info_Notes>
  </xsl:when>
- <xsl:otherwise>
- <urn:Work_Info_Notes>
  Incident updated due to change in associated Incident: 
  <xsl:value-of select="ns0:SystemAttributes/ns0:Severity" /> 
  severity. 
  </urn:Work_Info_Notes>
  </xsl:otherwise>
  </xsl:choose>
  <urn:Work_Info_Locked>No</urn:Work_Info_Locked> 
  <urn:Work_Info_View_Access>Public</urn:Work_Info_View_Access> 
- <urn:Work_Info_Summary>
  <xsl:value-of select="substring(ns0:SystemAttributes/ns0:Summary, 0, 100)" /> 
  </urn:Work_Info_Summary>
- <urn:ConnectorGUID>
  <xsl:value-of select="ns0:ConnectorGUID" /> 
  </urn:ConnectorGUID>
  </urn:HelpDesk_Modify_Status_Service>
  </xsl:otherwise>
  </xsl:choose>
  </xsl:template>
  </xsl:transform>

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 concept:

Example 4-2 Creating a Template to Mark the <Company/> Element to MyCompany

To create a template to mark the category to MyCompany,modify the following attribute in the template:

<urn:Company>MyCompany</urn:Company>

Example 4-3 Altering the Message Type

If you only want the incident message to appear as a 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 incident or event rules as a filter to associate proper ticket templates with incidents. You can have as many tickets templates as desired. One incident or event rule can have only one ticket template.

Defining New Templates

The out-of-box templates are based on the default HPD:IncidentInterface_Create,HPD:IncidentInterface forms. If the new ticket templates you define are based on these forms, Customizing Ticket Templates applies.

However, if you use a different form, you need to define a new ticket template.

Enterprise Manager Attributes

Table 4–3 provides the Enterprise Manager fields that you can map when using the default Remedy Service Desk Web services:

Table 4-3 Enterprise Manager Attributes

Data Fields Description

EMUser

  • For auto-ticketing, this is the incident rule owner.

  • For manual ticketing, this is the console user that triggered the ticket creation.

HDUser

Service Desk user registered with the Connector; this is the same as the user name specified for the WS authentication.

TicketID

Identifies the ticket associated with the current incident (available after ticket creation).

ConnectorID

Identifies the connector that processed the incident and issued the ticket creation or ticket update. This is the ID for the Remedy Service Desk Connector.

TargetType

Type of target that the incident is associated with, such as host.

TargetName

Name of the target that the incident is associated with. For example, Database1 or stadc40.us.oracle.com.

TargetProperties

TargetProperties store environmental or usage context information specific to the target. For example, for Host Target, the name /value pair of TargetProperties are:

  • Comment — Host running the management service and repository.

  • Contact — John Doe

  • Deployment Type — Production

  • Line of Business — Development

  • Location — Redwood Shores

These are out-of-box user-defined target properties. If additional target properties are added, they are displayed with ticket information.

Summary

Description of the incident. For example: CPU Utilization is 100%, crossed warning (80) or critical (95) threshold.

Severity

Severity of the incident: critical, warning, clear, or down.

CollectionTime

Timestamp of an incident occurrence.

IncidentURL

URL to the incident details page of the incident.

NotificationRuleName

Name of the incident rule that generated the notification during auto-ticketing.

TargetTimezone

Timezone of the target associated with the incident.

ReopenTicket

Value Yes indicates that the incident is cleared since the last update or creation, but is within the configured grace period.

Format for Creating Ticket Templates

To create ticket templates for custom Remedy forms, adhere to the following format:

Example 4-4 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"
               targetNamespace="http://xmlns.oracle.com/sysman/connector"
               elementFormDefault="qualified">
 
<!--This template creates an incident type ticket with default categorization.
    The ticket priority is based on event severity. On update,the ticket summary
    is updated with the latest incident message and severity information.   -->
 
<xsl:template match="ns0:EMIncident">
<xsl:choose>
<xsl:when test="normalize-space(ns0:TicketID) = ''">
 
*[Insert your mappings from EMIncident into your custom Create Ticket Webservice SOAP Document] * 
 
</xsl:when> 
<xsl:otherwise> 
 
* [Insert your mappings from EMIncident schema into your Custom Update Ticket Webservice SOAP Document]* 
 
</xsl:otherwise> 
</xsl:choose> 
</xsl:template> 
</xsl:transform>