McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual page 300

22 Managing Issues and Tickets
Integration with ticketing servers
• Overwrite issue comments with ticket comments: selected
• Ticket Comment field: HistoryLines
• Tickets can be re-opened: selected
Sample mapping for BMC Remedy Action Request System
This is a reference-only sample mapping for BMC Remedy Action Request System versions 6.3 and 7.0.
Source values, mapped values, and field IDs are case-sensitive.
Map Issue to Ticket
• Ticket form: Help Desk
• Ticket field: 8
• Operation: Identity
• Source field: Name
• Ticket field: 7
• Operation: Substitution
• Source field: State
• Values: Default Value: 0
Source Value
NEW
RESOLVED
ASSIGNED
• Ticket field: 2
• Operation: Custom Mapping
• Source field: Type the user name for the ticketing server. This is the same user name provided for
Authentication on the Description page of the Registered Server Builder.
• Ticket field: 200000004
• Operation: Custom Mapping
• Source field: External
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300 McAfee ePolicy Orchestrator
In this example, "External" specifies that the ticket was created by a
product external to the ticketing server. You can type the name of the
product instead, to indicate which product created the ticket.
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4.6.0 Software Product Guide
Mapped Value
0
2
1