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Closed. Also, that ticket's comments replace the comments in the ticketed issue if the integration of
the ticketing server was configured to overwrite ticketed issue comments.
For details see Benefits of adding comments to ticketed issues.
Benefits of adding comments to ticketed issues
When a comment is added to a ticketed issue, it is added to the associated ticket immediately or the
next time the Issue Synchronization server task runs. Ticketed issue comments are added only to
tickets that are not in the Closed state.
If the ticketing server allows issue comments to be overwritten by ticket comments, when a ticket's
state becomes Closed, comments for that ticket replace all comments in the associated ticketed issue.
This process is performed when the server task, which synchronizes ticketed issues, identifies a ticket
whose state changed to Closed since the last time the task was run. This task is performed only once
for each closed ticket. Allowing issue comments to be overwritten by ticket comments can allow users
with access to the system (but not to the ticketing server) the ability to see what happened to the ticket.
How tickets are reopened
A ticket is reopened when it is added to a previously added ticketed issue, whose ID can be matched
to a ticket in the ticketing server. If the ID cannot be matched, a new ticket is created. Reopening a
ticket does not reopen the associated ticket issue.
The configuration mapping for the ticketing server must also be configured to allow tickets to be
reopened. See Required fields for mapping.
Ticketed issue synchronization
The Issues feature includes the Issue Synchronization server task, which synchronizes ticketed issues
with their associated tickets in the ticketing server. This server task is disabled by default; it will not
run until enabled.
When this server task runs, the system attempts to:
•
Change the status of ticketed issues from Ticketed to Closed if the state of their associated tickets is
closed.
•
Create tickets for issues or add comments to tickets that the system was unable to create or add
previously. For example, if a communication error occurred when the tickets or the comments were
first added.
•
Replace the comments of a ticketed issue with the comments of its associated ticket if the ticket's
state is Closed, and the integration of the ticketing server was configured to overwrite ticketed issue
comments.
•
Change the state of each ticketed issue to Assigned if the ticketed issue does not have an assignee
specified, or New if the registered server for the ticketing server is deleted.
Integration with ticketing servers
Integration of a ticketing server forces the creation of tickets associated with issues that were created
in products.
The ePolicy Orchestrator software supports these ticketing servers:
®
®
McAfee
ePolicy Orchestrator
Managing Issues and Tickets
Integration with ticketing servers
4.6.0 Software Product Guide
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