McAfee EPOLICY ORCHESTRATOR 4.0.2 - Uživatelská příručka stáhnout pdf (Strana 56)

Why ticketed issues should not be edited manually

Editing a ticketed issue manually breaks the relationship between the ticketed issue and the

ticket. Therefore, you should update the associated ticket in the ticketing server. For example,

if you close a ticketed issue manually or add an assignee, the issue-to-ticket association is

broken and the server task, which synchronizes ticketed issues, cannot retrieve the ticket's

state or comments.

If you delete a ticketed issue, the associated ticket remains in the ticketing server. This ticket

cannot be re-associated with another issue.

Adding a comment to a ticketed issue does not break the issue-to-ticket association because it

is not considered editing the issue. For details, see the section in this guide about ticket and

issue comments.

How comments are handled

When a comment is added to a ticketed issue, it is added to the associated ticket immediately

or the next time the server task, which synchronizes ticketed issues, runs. Ticketed issue

comments are only added to tickets that are not in the Closed state.

If the ticketing server's mapping is configured to allow issue comments to be overwritten by

ticket comments, when a ticket's state becomes Closed, comments for that ticket replace all of

the 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 give users that have access to the

system, but not to the ticketing server, the ability to see what happened to the ticket.

How tickets are reopened

Reopening a ticket does not reopen the associated ticketed issue. When a ticket is added to a

previously ticketed issue with a ticket ID that can be matched to a ticket in the ticketing server,

then that ticket is reopened. If the ticket ID cannot be matched, a new ticket is created. The

configuration mapping for the ticketing server must also be configured to allow tickets to be

reopened. For more details, see the section in this guide about configuring the mapping for

ticketing servers.

How ticketed issues are synchronized

The Issue extension 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.

Therefore, it will not run on schedule 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 there was a communication error 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.

Managing Issues and Tickets

Tickets and how they work

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