All out-of-box templates cause the following actions to occur when you create or update a ticket for an incident:
Write incident information to Description (Service Desk ticket description).
Set the Service Desk ticket summary based on the incident message.
Add a Log Comment to the Incident Activity Log List that shows the incident details. This provides a record of the changes that have occurred to the incident.
Sets the Service Desk priority based on the severity of the incident in Enterprise Manager.
The out-of-box templates are as follows:
CASD_Default_Incident.xsl
The CASD_Default_Incident.xls template creates, updates, or reopens a Service Desk ticket using the default field mapping. The template does not close the ticket when the event severity value becomes Clear.
CASD_Default_Incident_AutoClose.xsl
The CASD_Default_Incident_AutoClose.xsl template creates, updates, or reopens a Service Desk ticket using the default field mapping. The template sets the ticket status to Closed when the event severity value becomes Clear.