McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC, Product Manual

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Overwrite issue comments with ticket comments
: selected
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Ticket Comment field
: HistoryLines
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Tickets can be re-opened
: selected
Sample mapping for BMC Remedy Action Request System
This is a reference-only sample mapping for BMC Remedy Action Request System versions 6.3 and 7.0.
Source values, mapped values, and field IDs are case-sensitive.
Map Issue to Ticket
•
Ticket form
: Help Desk
•
Ticket field
: 8
•
Operation
: Identity
•
Source field
: Name
•
Ticket field
: 7
•
Operation
: Substitution
•
Source field
: State
•
Values
:
Default Value
: 0
Source Value Mapped Value
NEW 0
RESOLVED 2
ASSIGNED 1
•
Ticket field
: 2
•
Operation
: Custom Mapping
•
Source field
: Type the user name for the ticketing server. This is the same user name provided for
Authentication on the Description page of the Registered Server Builder.
•
Ticket field
: 200000004
•
Operation
: Custom Mapping
•
Source field
: External
In this example, "External" specifies that the ticket was created by a
product external to the ticketing server. You can type the name of the
product instead, to indicate which product created the ticket.
22 Managing Issues and Tickets
Integration with ticketing servers
300 McAfee
®
ePolicy Orchestrator
®
4.6.0 Software Product Guide