Considerations When Deleting A Registered Ticketing Server; Required Fields For Mapping; Sample Mappings - McAfee EPOLICY ORCHESTRATOR 4.5 Product Manual

Managing Issues and Tickets
Integration with ticketing servers
extension, or setting up a domain trust between the two systems. See Configuring the DNS
for Service Desk 4.5 .
2 Integrate a ticketing server with ePolicy Orchestrator. Only one registered ticketing server
can be integrated with ePolicy Orchestrator.
3 Configure the field mappings between issues and tickets.

Considerations when deleting a registered ticketing server

There might be times when you want to delete the registered server for your ticketing server.
For example, if you upgrade your ticketing server. When the registered server is deleted, the
system changes the state of each ticketed issue to Assigned, or to New if the ticketed issue
does not have a specified assignee. The system only performs this action when the server task,
which synchronizes ticketed issues, runs. This is why it is important to disable that server task
if you are upgrading the ticketing server. For more details, see the section in this guide about
upgrading registered ticketing servers.
When the registered ticketing server is deleted, the ticket ID that associated the ticket to the
ticketed issue remains with that ticketed issue. This allows the ticket to be reopened if the
issue-to-ticket association is broken. For example, if the server task runs before the upgraded
server is registered. See the How tickets are reopened and Upgrading a registered ticketing
server .

Required fields for mapping

Mapping is the process by which information in issues is mapped to information in tickets. Each
piece of information is called a field, and the fields in issues need to be mapped to corresponding
fields in tickets.
To determine which ticket fields must be mapped, on the ticketing form review the fields required
to create a ticket in the ticketing server. For information about which fields are required, see
the documentation for your ticketing server.
For the system to know when to close ticketed issues, the field with the ticket's state must be
mapped.

Sample mappings

When you register your ticketing server, you must also configure the field mappings for issues
and tickets. The field mappings in the following examples are provided for reference only. Your
mappings will vary based on the fields required in your ticketing server and the values those
fields accept.
Mapping is a two-way process. These examples demonstrate how to map an issue to a ticket
and to map the ticket's status back to the issue's status. For example, if the ticket is marked
as closed, the issue status will be updated to show that it is closed.
Sample mapping for Hewlett-Packard Openview Service Desk
This is a reference-only sample mapping for Hewlett-Packard Openview Service Desk versions
4.5 and 5.1.
NOTE: Source values, mapped values, and field IDs are case-sensitive.
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