Tickets And How They Work; Ways To Add Tickets To Issues; Assignment Of Ticketed Issues To Users; How Tickets And Ticketed Issues Are Closed - McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual

22 Managing Issues and Tickets

Tickets and how they work

Task
For option definitions, click ? in the interface.
1 Click Menu | Automation | Server Tasks, then click Actions | New Task.
2 Type a name and description for the server task.
3 Enable or disable the schedule for the server task.
The server task does not run until it is enabled.
Click Next.
4
The Actions page appears.
From the drop-down list, select Purge Closed Issues.
5
Type a number, then select a time unit.
6
7 Click Next.
Schedule the server task, then click Next.
8
Review the details of the server task, then click Save.
9
The closed issues are purged at the time of the scheduled task.
Tickets and how they work
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."

Ways to add tickets to issues

A ticket can be added to an issue manually or automatically. A ticketed issue can have only one
associated ticket.
When a ticket is added to an issue, the state of the resulting ticketed issue is changed to Ticketed,
regardless of the issue's status prior to being ticketed. When the ticket is created in the ticketing
server, that ticket's ID is added to the ticketed issue. The ticket ID creates the ticket-to-issue association.
After the steps for integrating a ticketing server are completed, all subsequent issues are ticketed
automatically McAfee recommends always adding an assignee to an issue before the ticket is created.
If an assignee is added manually to a ticketed issue, you must add tickets manually to any issues that
existed prior to the integration.

Assignment of ticketed issues to users

Adding an assignee manually to a ticketed issue is considered editing an issue, which breaks the
issue-to-ticket association. Do this by specifying an assignee in the response, which creates issues. In
this way, an assignee is added to the issue automatically when it is created.
For details, see How tickets and ticketed issues are closed.

How tickets and ticketed issues are closed

Ticketed issues are closed automatically by the system when the server task, which synchronizes
ticketed issues, runs. This server task identifies tickets that changed to the Closed state since the last
time the task ran. The status of a ticketed issue associated with a closed ticket is then changed to
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296 McAfee ePolicy Orchestrator
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4.6.0 Software Product Guide