Managing Issues And Tickets; Ways To Manage Issues - McAfee EPOLICY ORCHESTRATOR 4.5 Product Manual

Managing Issues and Tickets

The Issues feature of ePolicy Orchestrator allows you to create, modify, assign, and track issues.
Issues are action items that can be prioritized, assigned, and tracked.
Issues
Users can create basic issues manually or the ePO server can automatically create issues in
response to product events. For example, users with the proper permissions can configure
McAfee Policy Auditor to automatically create a Benchmark Rule Compliance issue if a
noncompliant system is discovered during an audit.
Tickets
A ticket is the external equivalent of an issue that exists in a ticketing server. Once a ticket is
added to an issue, the issue is referred to as a "ticketed issue." A ticketed issue can have only
one associated ticket.
Integrating issues with third-party ticketing servers
Integration of a ticketing server forces the creation of tickets associated with issues that were
created in products. ePolicy Orchestrator supports these ticketing servers:
• Hewlett-Packard Openview Service Desk versions 4.5 and 5.1 — an integrated help
desk and trouble ticketing solution.
• BMC Remedy Action Request System versions 6.3 and 7.0 — a consolidated platform
for automating and managing trouble tickets.
Contents
Creating, configuring, and managing issues
Purging closed issues
Tickets and how they work
Integration with ticketing servers
Working with tickets
Working with ticketing servers
Upgrading a registered ticketing server

Ways to manage issues

The way issues are managed is defined by users with proper permissions and the installed
managed product extensions. An issue's state, priority, severity, resolution, due date, and
assignee are all user-defined, and can be changed any time. You can also specify default issue
responses from the Responses page. The defaults are automatically applied when an issue is
created, based on a user-configured response. Responses also allow multiple events to be
aggregated into a single issue so that the Product Feature Name server is not overwhelmed
with large numbers of issues.
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