Customizing Ticket Templates - Oracle Enterprise Manager 1.0.4.0.0 Installation And Configuration Manual

Table 4–3 (Cont.) Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl
Conditional
Branch

4.3 Customizing Ticket Templates

If the out-of-box ticket templates do not satisfy your requirements, you can modify
them. The templates are highly customizable. Oracle recommends that only users with
advanced knowledge of XSLT make complex changes.
HP Service Manager's web services enable you to modify the data published. See the
HP Service Manager documentation on how to publish web service information. This
connector uses the Incident Management WSDL.
Procedure for Customizing
Oracle recommends that you use one of the existing templates as the base template.
Copy this ticket template to a new file, modify it, then register the new ticket template.
Changing the Mappings
In most cases, when you modify the ticket template, you might only be changing the
mappings.
Example 4–1 Adding an existing data element exposed in the Service Manager Incident
Management WSDL
Select an out-of-the-box template (.XSL) and make a copy. For example, copy
1.
Service_Manager_Default_Incident_AutoClose.XSL to
Service_Manager_Main_Incident_AutoClose.XSL.
Modify the new XSL document to reflect the change. This example makes a simple
2.
change to set the default company to a fixed 'value' of 'AJAX'. Open the
newly-copied XSL file in edit mode as shown in
Enterprise Manager
Ticket Attributes Alert Attributes
JournalUpdates Ticket updated due to
change in severity of
the associated alert.
Severity: <EM_
severity>. Message:
<EM_alert_message>.
Example 4–1 illustrates this concept.
Customizing Ticket Templates
Value
Values from the Alert Context.
Figure 4–1.
Using Out-of-Box Templates 4-5