1.4 Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager incident information to a ticket format before the requests are sent to ServiceNow. A ticket template specifies how an Enterprise Manager ticket and its associated event attributes can be mapped to the incident attributes of ServiceNow.

In Auto Ticketing, while setting up a rule, you select a configured connector and select the ticket template from the template list. The selected ticket template is used when a ticketing request is sent to ServiceNow. For manual ticketing, you must select a connector instance and ticket template before submitting a request for ticket creation.

The ServiceNow Connector includes three out-of-box default ticket templates. You can customize default templates according to your functional needs. Oracle recommends that you back up these factory-built templates before customizing them.

See Also: Working with Ticketing Templates.