McAfee EPOCDE-AA-BA - ePolicy Orchestrator - PC Product Manual page 307

Mapping issues to tickets
Configuring the field mapping from the issue to the ticket keeps your data synchronized when using a
ticketing server.
Source values, mapped values, and field IDs are case-sensitive.
Task
For option definitions, click ? in the interface.
1 Next to Configure mapping, click Configure.
2 Select the options from the Mapping Options pane as needed.
Selected options appear in the Mapping Definitions pane with operators to specify how an issue should
be mapped to a ticket, and how a ticket should be mapped back to an issue. Both mappings must
be completed.
3 Under Map Issue to Ticket, type the name of a Ticket form.
4 Type a Ticket field ID.
Select an Operation.
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Do one of the following:
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• If Substitution is selected, select an issue field in the Source field drop-down list, then click Edit next
to Values. The Edit Substitution Mapping dialog box appears.
1 Type a Default Value that should be substituted if a source value, which is not mapped, is returned.
2 Type a Source Value for the issue, then type the Mapped Value that should be substituted for this
value in the ticket.
3 Click + to map another value.
4 When finished, click OK.
• If Numeric Range is selected, select an issue field to map in the Source field drop-down list, then click
Edit next to Values. The Edit Numeric Range Mapping dialog box appears.
1 Type a Default Value that should be substituted if a source range that is not mapped is returned.
2 Type the Source Range for the issue, then type the Mapped Value that should be substituted for
this range in the ticket.
3 Click + to map another value.
4 When finished, click OK.
• If Custom Mapping is selected, type the Value that should be added to the ticket.
Click + to map another ticket field.
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Mapping tickets back to issue status
You need to configure field mapping from the ticket back to the issue's status, or state, field to fully
itegrate the ticketing server.
Because this section only maps the ticket's state/status, you are not
prompted to add the ID of the issue's status (state) field. This field is
implied.
Source values, mapped values, and field IDs are case-sensitive.
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McAfee ePolicy Orchestrator
Managing Issues and Tickets
Working with ticketing servers
4.6.0 Software Product Guide
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