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

Page: 301 / 328

•
Ticket field
: 240000008
Ticketing systems can have multiple comment or diary fields. Make sure
to choose the one you want used for this integration. If a comment field
is not mapped, ticketed issue comments cannot be added to tickets.
•
Operation
: Identity
•
Source field
: Activity Log
•
Ticket field
: Type the name or ID for any open text field.
•
Operation
: Identity
•
Source field
: URL
Map Ticket back to Issue Status field
Because this section only maps the ticket's status, you are not prompted
to add the ID of the issue's status field. This field is implied.
•
Operation
: Substitution
•
Source field
: 7
•
Values
:
Default Value
: 0
Source Value Mapped Value
4 CLOSED
•
Overwrite issue comments with ticket comments
: selected
•
Ticket Comment field
: 240000008
•
Tickets can be re-opened
: selected
Working with tickets
You can add tickets to issues and synchronize ticketed issues with the Issue Synchronization server task.
Tasks
• Adding tickets to issues on page 301
You can add a ticket to a single issue, or to multiple issues at once.
• Synchronizing ticketed issues on page 302
The Issue synchronization server task updates ticketed issues and their associated tickets
in the ticketing server.
• Synchronizing ticketed issues on a schedule on page 302
The Issue synchronization server task updates ticketed issues and their associated tickets
in the ticketing server. Use this task to configure the Issue synchronization server task to
run on a schedule.
Adding tickets to issues
You can add a ticket to a single issue, or to multiple issues at once.
A ticket can be added in a similar way when viewing the details of an issue. When a ticket is added, a
new ticket is created automatically in the ticketing server. Issues with existing tickets are ignored.
Managing Issues and Tickets
Working with tickets
22
McAfee
®
ePolicy Orchestrator
®
4.6.0 Software Product Guide 301