All out-of-box templates cause the following actions to occur when you create or update a ticket for an incident:
Write Enterprise Manager incident information to the ticket description.
Set the ticket summary based on the incident message.
Add an entry to the Journal Update that shows the incident details. This provides a trail of the changes that have occurred to the incident.
Sets the ticket severity based on the severity of the incident in Enterprise Manager.
The out-of-box templates are:
Service_Manager_9_Default_Incident.xsl
This templates creates, updates, or reopens a Service Manager ticket using the default field mapping. This template does not close the ticket when the event severity value becomes Clear.
Service_Manager_9_Default_Incident_AutoClose.xsl
This template creates, updates, or reopens a Service Manager ticket using the default field mapping. This template sets the ticket status to Closed when the incident severity value becomes Clear.