Ticket templates are XML transformation style sheets that transform Enterprise Manager incidents to a ticket format before the requests are sent to CASD. A ticket template specifies how an Enterprise Manager incident and its associated event attributes can be mapped to the ticket attributes of CASSD.
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 CASD. For manual ticketing, you have to select a connector instance and ticket template before submitting a request for ticket creation.
The CASD Connector includes some 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.
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