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22
Managing Issues and Tickets
Issues and how they work
Issues and how they work
The way issues are managed is defined by users with proper permissions and the installed managed
product extensions.
An issue's state, priority, severity, resolution, assignee, and due date are all user-defined, and can be
changed at any time. You can also specify default issue responses from the Automatic Responses page.
These defaults are automatically applied when an issue is created, based on a user-configured
response. Responses also allow multiple events to be aggregated into a single issue so that the
McAfee ePO server is not overwhelmed with large numbers of issues.
Issues can be deleted manually, and closed issues can be manually purged based on their age and
automatically purged through a user-configured server task.
Working with issues
You can create, assign, view details of, edit, delete, and purge issues.
Tasks
•
Creating basic issues manually on page 290
Basic issues can be created manually. Non-basic issues must be created automatically.
•
Configuring responses to automatically create issues on page 291
You can use responses to automatically create issues when certain events occur.
•
Managing issues on page 294
You can add comments, assign, delete, edit, and view details of issues.
Creating basic issues manually
Basic issues can be created manually. Non-basic issues must be created automatically.
Task
For option definitions, click ? in the interface.
1
Click Menu | Automation | Issues, then click Actions | New Issue.
2
In the New Issue dialog box, select Basic from the Create issue of type drop-down list, then click OK.
Configure the new issue.
3
Use this... To do this...
Name
Description
State
®
290
McAfee
ePolicy Orchestrator
Type a meaningful name for the issue.
Type a meaningful description of the issue.
Assign a state to the issue:
• Unknown
• New
• Assign
• Resolved
• Closed
®
4.6.0 Software Product Guide
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