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22
Managing Issues and Tickets
Integration with 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.
The person who performs this integration should be familiar with the ticketing server and its fields and
forms. Integrating a ticketing server consists of these basic steps:
1
Configure ePolicy Orchestrator to integrate with the ticketing server.
2
Integrate a ticketing server with ePolicy Orchestrator. Only one registered ticketing server can be
integrated with ePolicy Orchestrator.
3
Configure the field mappings between issues and tickets.
Considerations when deleting a registered ticketing server
There might be times when you want to delete the registered server for your ticketing server. For
example, if you upgrade your ticketing server.
When the registered server is deleted, the system changes the state of each ticketed issue to
Assigned, or to New if the ticketed issue does not have a specified assignee, the next time the Issue
synchronization server task is run. This is why it is important to disable scheduling for that server task
if you are upgrading the ticketing server. For more details, see Upgrading a registered ticketing server.
When the registered ticketing server is deleted, the ticket ID that associated the ticket to the ticketed
issue remains with that ticketed issue. This allows the ticket to be reopened if the issue-to-ticket
association is broken. For example, if the server task runs before the upgraded server is registered.
See How tickets are reopened.
Required fields for mapping
Mapping is the process by which information in issues is mapped to information in tickets. Each piece
of information is called a field, and the fields in issues need to be mapped to corresponding fields in
tickets.
To determine which ticket fields must be mapped, review the fields required to create a ticket on the
ticketing form in the ticketing server. For information about which fields are required, see the
documentation for your ticketing server.
For the system to know when to close ticketed issues, the field with the ticket's state must be mapped.
Sample mappings
When you register your ticketing server, you must also configure the field mappings for issues and
tickets. The field mappings in the following examples are provided for reference only. Your mappings
will vary based on the fields required in your ticketing server and the values those fields accept.
Mapping is a two-way process. These examples demonstrate how to map an issue to a ticket and to
map the ticket's status back to the issue's status. For example, if the ticket is marked as closed, the
issue status will be updated to show that it is closed.
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McAfee
ePolicy Orchestrator
The system running the ticketing extension must be able to resolve the
address of the Hewlett-Packard Openview Service Desk system. This
might involve adding the IP address of the Service Desk system to the
hosts file on the system running the ticketing extension, or setting up a
domain trust between the two systems. See Configuring the DNS for
Service Desk 4.5.
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4.6.0 Software Product Guide
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