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• If the registered server for the ticketing server is deleted, the system changes the state of
each ticketed issue to Assigned or to New if the ticketed issue does not have an assignee
specified.
Integrations with ticketing servers
The integration of a ticketing server allows the system to force the creation of tickets associated
with issues that were created in product extensions. The following ticketing servers are
supported:
• Hewlett-Packard Openview Service Desk versions 4.5 and 5.1
• BMC Remedy Action Request System versions 6.3 and 7.0
The person who performs this integration should be familiar with the ticketing server and its
fields and forms. Integrating a ticketing server consists of these basic steps:
1 Install the extension for the ticketing server.
NOTE: The system running the ticketing extension must be able to resolve the address of
the Service Desk system. This might involve adding the IP address of the Service Desk
system to the hosts file on the system running the ticketing extension, or setting up a
domain trust between the two systems. For more details, see the section in this guide
about configuring DNS for a Service Desk 4.5 integration.
2 Add a registered server for the ticketing server. Only one registered ticketing server can
exist at a time.
3 Configure the field mappings between issues and tickets.
Considerations when deleting a registered ticketing server
There might be times when you want to delete the registered server for your ticketing server.
For example, if you upgrade your ticketing server. When the registered server is deleted, the
system changes the state of each ticketed issue to Assigned or to New if the ticketed issue does
not have an assignee specified. The system only performs this action when the server task,
which synchronizes ticketed issues, runs. This is why it is important to disable that server task
if you are upgrading the ticketing server. For more details, see the section in this guide about
upgrading registered ticketing servers.
When the registered ticketing server is deleted, the ticket ID that associated the ticket to the
ticketed issue remains with that ticketed issue. This allows the ticket to be reopened if the
issue-to-ticket association is broken. For example, if the server task, which synchronizes ticketed
issues, runs before the upgraded server is registered. For more details, see the sections in this
guide about upgrading a ticketing server and about how tickets are reopened.
Required fields for mapping
To determine which ticket fields must be mapped, review the fields on the desired ticket form
that are required for a ticket to be created within the ticketing server. For information about
which fields are required for your ticket form, see the documentation for your ticketing server.
For the system to know when to close ticketed issues, the field with the ticket's state must be
mapped. If you want ticket comments added to ticketed issues, the ticket's comment field must
be mapped in addition to the ticket's state field.
Managing Issues and Tickets
Integrations with ticketing servers
57McAfee Policy Auditor 5.0 Product Guide
- McAfee Policy Auditor 5.0 1
- Product Guide 1
- Contents 3
- Policy Auditor 9
- Benchmark Editor 9
- Using this guide 10
- Configuring Policy Auditor 12
- Server setting categories 13
- How permission sets work 14
- Built-in permission sets 15
- Policy Auditor Agent Plug-in 16
- Editing server settings 16
- Duplicating a permission set 17
- Editing a permission set 17
- Deleting a permission set 18
- Complying with SCAP 19
- Supported platforms 23
- Managing content 23
- Wake Up Agents 27
- Creating and Managing Audits 30
- Audits and how they work 31
- Audit exports 36
- Exporting audits to XCCDF 37
- Exporting audits to OVAL 37
- Creating a new audit 37
- Selecting benchmarks 38
- Defining frequency 39
- Saving your audit 39
- Editing existing audits 40
- Saving your existing audits 41
- Deleting Audits 42
- Scoring Audits 43
- Changing the scoring model 44
- Creating and Managing Waivers 45
- How waivers work 46
- Waivers catalog 46
- Types of waivers 47
- Waiver status 48
- Filtering waivers 49
- Filtering waivers by status 50
- Requesting waivers 51
- Granting waivers 52
- Expiring waivers 53
- Deleting waivers 53
- Managing Issues and Tickets 54
- Tickets and how they work 55
- How comments are handled 56
- How tickets are reopened 56
- Required fields for mapping 57
- Sample mappings 58
- Working with issues 60
- Assigning issues 62
- Viewing the details of issues 62
- Adding comments to issues 62
- Editing issues 63
- Deleting issues 63
- Purging closed issues 63
- Copying the Remedy files 65
- Mapping issues to tickets 69
- Working with tickets 71
- Synchronizing ticketed issues 72
- Querying the Database 73
- Public and personal queries 74
- Query permissions 74
- Query Builder 75
- Multi-server roll-up querying 76
- Registering ePO servers 77
- Working with queries 78
- Running an existing query 79
- Running a query on a schedule 79
- Duplicating queries 81
- Importing queries 82
- PA: Benchmark Checks 83
- PA: Benchmark Rules 83
- PA: Checks Across Benchmarks 83
- PA: Check Catalog List 83
- PA: Check Catalog Usage List 84
- PA: Systems by Audit 84
- Dashboards and how they work 86
- Working with Dashboards 88
- Making a dashboard public 89
- (continued) 93
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