Reading and Mapping Ticket Templates
4-4
Connector Installation and Configuration Guide
Table 4–3 Ticket Updates (Service_Manager_Default_Incident_AutoClose.xsl Mappings)
Conditional
Branch
Ticket Attributes
Enterprise Manager
Alert Attributes
Value
IncidentID
TicketID
The connector adds this into
the alert context before
handling the ticketing action.
Required by the Service
Manager Web service to
identify the incident that must
be updated.
IF TicketID is
not Blank
CONDITIONAL
<EM_alert_message>
Values from the Alert Context.
IMTicketStatus
Static value
Open
Status
Static value
Reopen
JournalUpdates
Ticket reopened
because the associated
alert re-triggered at
<EM_severity>
severity
within the grace period.
Message:
<EM_alert_
message>
.
Values from the Alert Context.
If
SeverityCode =
“15” or
Severity
=“Unreachable
Clear”
or“Agent
Unreachable
Clear”
or“Blackout
End” or
“Metric Error
End”
CONDITIONAL
If the Enterprise
Manager Alert status
meets the condition, an
update occurs on the
Incident that closes the
Incident.
Status
Static value
JournalUpdates
Static
Incident closed by Oracle
Enterprise Manager
Note:
This value cannot be
verified, because journal
updates cannot be displayed
after the incident has been
closed.
ResolutionFixType
Corresponds to the
out-of-the-box Service
Manager setting of
‘permanent’ for a
resolution fix type.
Permanent
ClosureCode
Corresponds to the
out-of-the-box Service
Manager setting of
‘User Closure’ for a
Closure Code
User Closure
Resolution
Static
The alert was resolved in
Oracle Enterprise Manager
Otherwise
