McAfee EPOLICY ORCHESTRATOR 4.5 Product Manual page 275

Managing Issues and Tickets
Integration with ticketing servers
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.
NOTE: 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
NEW
RESOLVED
ASSIGNED
• 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
TIP: 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.
• Ticket field: 240000008
NOTE: 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
McAfee ePolicy Orchestrator 4.5 Product Guide
Mapped Value
0
2
1
275