Product guide

How issues are managed
How issues are managed and their life cycles are defined by the user and the installed product
extensions. An issue's state, priority, severity, resolution, due date, and assignee are all
user-defined, and can be changed any time. If the Automatic Response extension is installed,
defaults for these can also be specified. The defaults are automatically applied whenever an
issue is created based on a user-configured response. Responses also allow events to be
aggregated into a single issue.
Issues can be deleted manually, and closed issues can be purged based on their age manually
and automatically through a user-configured server task.
NOTE: Editing, deleting, and purging issues with tickets will affect their association. For more
details, see the section of this guide about tickets and how they work.
Tickets and how they work
A ticket is the external equivalent of an issue that exists in a ticketing server. Once a ticket is
added to an issue, the issue is referred to as a "ticketed issue."
How tickets are created
A ticket can be added to an issue manually or automatically by the system. An issue (ticketed
issue) can have only one associated ticket.
When a ticket is added to an issue, the state of the resulting ticketed issue is changed to
Ticketed, regardless of the issue's status prior to being ticketed. When the ticket is created in
the ticketing server, that ticket's ID is added to the ticketed issue. The ticket ID creates the
ticket-to-issue association.
After the steps for integrating a ticketing server are completed, tickets will be created for all
subsequent issues automatically. You must add tickets manually to any issues that existed prior
to the integration.
How ticketed issues are assigned
Adding an assignee manually to a ticketed issue breaks the issue-to-ticket association because
it is considered editing the issue. Therefore, you should add an assignee to an issue before the
ticket is added. Do this by specifying an assignee in the response, which creates issues. In this
way, an assignee is added to the issue automatically when it is created. For details, see the
section in this guide about creating issues automatically with responses.
How tickets and ticketed issues are closed
Ticketed issues are closed automatically by the system when the server task, which synchronizes
ticketed issues, runs. This server task identifies the tickets that changed to the Closed state
since the last time the task ran. The status of a ticketed issue associated with a closed ticket
is then changed to 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 the section in this guide about ticket and issue comments.
Managing Issues and Tickets
Tickets and how they work
55McAfee Policy Auditor 5.0 Product Guide