McAfee EPOCDE-AA-BA Product Guide - Page 297
Benefits of adding comments to ticketed issues, How tickets are reopened
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Managing Issues and Tickets Integration with ticketing servers 22 Closed. Also, that ticket's comments replace the comments in the ticketed issue if the integration of the ticketing server was configured to overwrite ticketed issue comments. For details see Benefits of adding comments to ticketed issues. Benefits of adding comments to ticketed issues When a comment is added to a ticketed issue, it is added to the associated ticket immediately or the next time the Issue Synchronization server task runs. Ticketed issue comments are added only to tickets that are not in the Closed state. If the ticketing server allows issue comments to be overwritten by ticket comments, when a ticket's state becomes Closed, comments for that ticket replace all comments in the associated ticketed issue. This process is performed when the server task, which synchronizes ticketed issues, identifies a ticket whose state changed to Closed since the last time the task was run. This task is performed only once for each closed ticket. Allowing issue comments to be overwritten by ticket comments can allow users with access to the system (but not to the ticketing server) the ability to see what happened to the ticket. How tickets are reopened A ticket is reopened when it is added to a previously added ticketed issue, whose ID can be matched to a ticket in the ticketing server. If the ID cannot be matched, a new ticket is created. Reopening a ticket does not reopen the associated ticket issue. The configuration mapping for the ticketing server must also be configured to allow tickets to be reopened. See Required fields for mapping. Ticketed issue synchronization The Issues feature includes the Issue Synchronization server task, which synchronizes ticketed issues with their associated tickets in the ticketing server. This server task is disabled by default; it will not run until enabled. When this server task runs, the system attempts to: • Change the status of ticketed issues from Ticketed to Closed if the state of their associated tickets is closed. • Create tickets for issues or add comments to tickets that the system was unable to create or add previously. For example, if a communication error occurred when the tickets or the comments were first added. • Replace the comments of a ticketed issue with the comments of its associated ticket if the ticket's state is Closed, and the integration of the ticketing server was configured to overwrite ticketed issue comments. • Change the state of each ticketed issue to Assigned if the ticketed issue does not have an assignee specified, or New if the registered server for the ticketing server is deleted. Integration with ticketing servers Integration of a ticketing server forces the creation of tickets associated with issues that were created in products. The ePolicy Orchestrator software supports these ticketing servers: McAfee® ePolicy Orchestrator® 4.6.0 Software Product Guide 297