Corporation TV Cables User Manual

Reading and Mapping Ticket Templates
4-2 Connector Installation and Configuration Guide
Note: In the tables, * denotes a literal string and ** indicates if the
attribute applies.
Table 4–2 Ticket Creation (Service_Manager_Default_Incident_AutoClose.xsl Mappings)
Conditiona
l Branch
Service
Manager
Ticket
Attributes
Enterprise Manager Alert Attributes Value
Severity Conditional Settings
Enterprise Manager Service Manager
25 (Critical) 2 (Urgent)
20 (Warning) 3 (Medium)
Unreachable Start 2 (Urgent)
Agent unreachable 2 (urgent)
Blackout Start 3(Med)
Derived
IF TicketID
is blank
If the ticket id is not present in the alert,
it assumes a create incident.
Category Corresponds to the out-of-the-box
Service Manager setting of ’shared
infrastructure’ for a category.
sharedinfrastructure
Subcategory Corresponds to the out-of-the-box
Service Manager setting of ’enterprise’
for a sub-category.
enterprise
ProductType Corresponds to the out-of-the-box
Service Manager setting of ‘applications’
for a ProductType.
applications
ProblemType Corresponds to the out-of-the-box
Service Manager setting of ‘none’ for a
ProblemType.
none
PrimaryAssign
mentGroup
Corresponds to the out-of-the-box
Service Manager setting of ‘HELPDESK’
for the primary assignment group.
HELPDESK