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Manual Ticketing
After the ticket is opened, any subsequent change in alert severity updates the ticket.
After the alert is cleared (severity is set to Clear), you can optionally close the ticket.
For auto-ticketing, you must specify in the notification rule the ticket template to be
used when alerts specified in the ticket occur. A ticket template is displayed as a
notification method in the notification rule.
1.3 Manual Ticketing
From the Enterprise Manager Grid Control console, you can manually open an
incident ticket based on an open alert in Enterprise Manager. The HP Service Manager
Connector populates the ticket with details based on the alert and the ticket template.
1.4 Ticket Templates
Ticket templates are transformation style sheets in XSLT format that transform
Enterprise Manager alerts to ticket format before the requests are sent to the Service
Manager application.
These templates specify how Enterprise Manager alert attributes can populate the
fields of a Service Manager Incident. A ticket template helps in the mapping of
Enterprise Manager Alert fields into Service Manager incident fields.
In Auto Ticketing, a notification method is created for each registered ticket template.
The selected notification method determines which ticket template is used when a
notification is sent out to the Connector. For manual ticketing, you have to select a
ticket template before submitting a request to create a ticket. The Enterprise Manager
installation for the Service Manager connector includes some out-of-box ticket
templates to facilitate easy usage of this feature, but you can modify and extend
templates as needed for your instance of the Service Manager connector.
1.5 Grace Period
The grace period provides you with a configuration to prevent the creation of a large
number of tickets for frequently reoccurring alerts. For alerts that occur frequently
within a relatively short time interval, it is often desirable to open and maintain one
Incident ticket that tracks each occurrence of the alert instead of separate tickets each
time.
For recurring alerts, the grace period is a time period during which reoccurrences of
the same alert update (or reopen) an existing ticket for the alert instead of opening a
new ticket.
For example, an alert triggers and a ticket is opened for it. If the grace period is one
hour and the alert is cleared at 10:00 a.m., and if the same alert retriggers before 11:00
a.m. (one-hour grace period), the ticket that had been originally created for the alert is
updated/reopened rather than creating a new ticket.
1.6 Versions Supported
This connector supports the following version of Enterprise Manager:
Enterprise Manager Grid Control 10g Release 4 or higher Management Service
■
with one-off patch 6884527 or later.
1-2 Connector Installation and Configuration Guide
"Configuring Notifications" in the Oracle Enterprise
See Also:
Manager Advanced Configuration Guide
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