Managing Issues And Tickets - McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual

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Managing Issues and Tickets

The Issues feature of ePolicy Orchestrator software 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 McAfee ePO server can automatically create issues in
response to product events. For example, users with the proper permissions can configure ePolicy
Orchestrator 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
Issues and how they work
Working with 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
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McAfee ePolicy Orchestrator 4.6.0 Software Product Guide 289