McAfee EPOLICY ORCHESTRATOR 4.5 Product Manual page 283

Managing Issues and Tickets
Working with ticketing servers
4 When finished, click OK.
• If Custom Mapping is selected, type the Value that should be added to the ticket.
7 Click + to map another ticket field.
Mapping tickets back to issue status
Use this task to configure the field mapping from the ticket back to the issue's status (state)
field.
NOTE: Because this section only maps the ticket's state/status, you are not prompted to add
the ID of the issue's status (state) field. This field is implied.
Task
For option definitions, click ? in the interface.
NOTE: Source values, mapped values, and field IDs are case-sensitive.
1 Under Map Ticket back to Issue Status field, select an Operation.
2 In the Source field, type the ID of the ticket field that contains the state/status of the
ticket.
3 If Numeric Range or Substitution is selected for the Operation, click Edit next to
Values. A dialog box appears.
• If Numeric Range is selected, type a range of Ticket Values for the ticket, then type
the Label that is substituted for this range in the issue.
• If Substitution is selected, type a Source Value for the ticket, then type the Mapped
Value that is substituted for this value in the issue.
4 Select the checkbox if you want to Overwrite issue comments with ticket comments,
then type the ID of the Ticket comment field that overwrites the data in the issue's
comment field.
5 Select the checkbox if Tickets can be re-opened.
6 When finished, click Test Mapping.
7 If the test is successful, a ticket ID appears in a dialog box. This is the ID for a test ticket,
which was created in your ticketing server. Locate this ticket in your ticketing server, and
verify that all the values for the basic issue type are mapped correctly, including the test's
comments.
NOTE: The test mapping function verifies the mapping for the basic issue type, regardless
of the issue type configured. Therefore, testing the mapping for issue types from other
product extensions (extended issue types) can be successful per the basic mapping test,
but you might see unexpected results in the tickets. For these issue types, verify that tickets
added to issues after your ticketing server is fully integrated are created correctly.
8 Click OK.
9 If the test was unsuccessful, review your mappings and the status of the ticketing server.
10 When finished testing the mapping, click Save. The Details page of the Registered Server
Builder appears.
NOTE: You can save the configuration and register the server even if the mapping test
fails.
11 When finished, click Save.
McAfee ePolicy Orchestrator 4.5 Product Guide 283