McAfee EPOLICY ORCHESTRATOR 4.5 Product Manual page 274

Managing Issues and Tickets
Integration with ticketing servers
Map Issue to Ticket
• Ticket form: Default_Problem
• Ticket field: Description
• Operation: Identity
• Source field: Name
• Ticket field: Status
• Operation: Substitution
• Source field: State
• Values: Default Value: 10
Source Value
NEW
RESOLVED
UNKNOWN
ASSIGNED
• Ticket field: Information
• Operation: Identity
• Source field: Description
• Ticket field: HistoryLines
• 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
NOTE: 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: Status
• Values: Default Value: TICKETED
Source Value
40
• Overwrite issue comments with ticket comments: selected
• Ticket Comment field: HistoryLines
• Tickets can be re-opened: selected
274 McAfee ePolicy Orchestrator 4.5 Product Guide
Mapped Value
10
20
20
20
Mapped Value
CLOSED