McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual page 299

Sample mapping for Hewlett-Packard Openview Service Desk
This is a reference-only sample mapping for Hewlett-Packard Openview Service Desk versions 4.5 and
5.1.
Source values, mapped values, and field IDs are case-sensitive.
Map Issue to Ticket
• Ticket form: Default_Problem
• Ticket field: Description
• Operation: Identity
• Source field: Name
• Ticket field: Status
• Operation: Substitution
• Source field: State
• Values: Default Value: 10
Source Value
NEW
RESOLVED
UNKNOWN
ASSIGNED
• Ticket field: Information
• Operation: Identity
• Source field: Description
• Ticket field: HistoryLines
• Operation: Identity
• Source field: Activity Log
• Ticket field: Type the name or ID for any open text field.
• Operation: Identity
• Source field: URL
Map Ticket back to Issue Status field
Because this section only maps the ticket's status, you are not prompted
to add the ID of the issue's status field. This field is implied.
• Operation: Substitution
• Source field: Status
• Values: Default Value: TICKETED
Source Value
40
Mapped Value
10
20
20
20
Mapped Value
CLOSED
® ®
McAfee ePolicy Orchestrator
Managing Issues and Tickets
Integration with ticketing servers
4.6.0 Software Product Guide
22
299