5.3 Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can create custom templates tailored to your environment. Templates are XSLT files, so you must have a good understanding of XSLT transformations to create custom templates. To do this, Oracle recommends that you use one of the existing templates as the base template.

To create a custom template:

1. Export the default template XSLT files from Enterprise Manager to use as a baseline. Follow the instructions in Exporting the Ticketing Template Files to obtain copies of the default template files.
2. Review Out-of-Box HP Service Manager Templates and Reading and Mapping Ticket Templates to understand the default mappings. Determine which file you want to use as a baseline and what mapping changes you want to make. Copy the baseline file to a new file with a different name.
3. Make the desired mapping changes to the new template file. See Modifying Ticket Templatesfor guidance on mapping changes.
4. Register the new template with Enterprise Manager as specified in Adding Ticket Templates .

See Custom Template Examples for examples of how to create a custom template.