When a connector instance is created in Enterprise Manager, all associated templates are available for ticket create/update operations. This section describes the default mappings between the Enterprise Manager ticket data fields and the ServiceNow incident data fields.
The ticketing templates XML Style Sheet (XSL) files contains mappings between the two systems. These files are located in the Self Update archive. To extract the installation file, perform the steps described in the Exporting a Template File section.
There are three default ServiceNow templates, as described in Table 5-1:
Table 5-1 Default ServiceNow Templates
XSL File Name | Enterprise Manager User Interface | Description | Required ServiceNow User Permissions (Roles) |
---|---|---|---|
ServiceNow_CreateAndUpdate_Default.xsl |
ServiceNow Create and Update |
|
|
ServiceNow_CreateAndUpdate_AutoClose.xsl |
ServiceNow Create, Update, and Close |
|
|
ServiceNow_CreateAndUpdate_AutoResolve.xsl |
ServiceNow Create, Update, and Resolve |
|
|
Note:
For more information on ServiceNow system roles, see the Base System Roles section of the ServiceNow Product Documentation Wiki:
http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0