The templates are highly customizable. However, 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 incidents. You can have as many tickets templates as desired. One notification rule can have only one ticket template.
Generally, when you modify the ticket template, you might only be changing the existing mappings. The following examples illustrate this concept.
Example 5-2 Creating a Template to Set the Urgency Element
By default, the Urgency field is not set whenever an incident is created in Service Desk. Both out-of-box templates have an Urgency element commented out that you can use to set the Urgency field.
To create a template to set the Urgency to Soon, copy one of the default templates to a new file. Edit the new file and uncomment the Urgency element in the template, setting the contents to 2-Soon as shown below. Register the new ticket template. The template is now ready to use in notification rules or as a template for manual ticket creation.
<urgency>2-Soon</urgency>
Example 5-3 Altering the Message Type
If you only want the alert message to appear as ticket summary instead of both message and severity, copy one of the default templates to a new file, modify the following attribute and register:
<summary><xsl:value-of select="ns0:Message"/></summary>