Configuring The Field Mappings - McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual

22 Managing Issues and Tickets
Working with ticketing servers
Tasks
• Configuring the DNS for Hewlett-Packard Openview Service Desk 4.5 on page 306
Before you can integrate with Service Desk 4.5, you must configure the server information.
• Registering a ticketing server on page 306
You must register a ticketing server before tickets can be associated with issues.
Configuring the DNS for Hewlett-Packard Openview Service Desk 4.5
Before you can integrate with Service Desk 4.5, you must configure the server information.
The system running the ticketing extension must be able to resolve the address of the Service Desk
system.
Task
On the McAfee ePO server that is integrated with the ticketing system, use a text order to open the
1
hosts file.
The hosts file should be located in the c:\windows\system32\drivers\etc\ folder.
Edit the hosts file to include the IP address of the system running Service Desk 4.5, followed by a
2
space, followed by the DNS suffix (the name of the system on which Service Desk 4.5 is running).
For example, 168.212.226.204 SRVDSK45.qaad.com.
3 Save and close the hosts file.
Restart the McAfee ePO server.
4
Registering a ticketing server
You must register a ticketing server before tickets can be associated with issues.
Task
For option definitions, click ? in the interface.
Click Menu | Configuration | Registered Servers, then click New Server.
1
Select the server type for your ticketing server.
2
This choice determines the options available on subsequent pages of the builder.
Type a name and description, then click Next.
3
Type the host for the server.
4
5 Type the port, user name, and password for the server.
6 If Service Desk 4.5 or 5.1 was selected, select a Workflow.

Configuring the field mappings

You must configure the field mappings for a ticketing server before you can associate tickets to issues.
Tasks
• Mapping issues to tickets on page 307
Configuring the field mapping from the issue to the ticket keeps your data synchronized
when using a ticketing server.
• Mapping tickets back to issue status on page 307
You need to configure field mapping from the ticket back to the issue's status, or state,
field to fully itegrate the ticketing server.
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306 McAfee ePolicy Orchestrator
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4.6.0 Software Product Guide