Product guide

Sample mappings
When you register your ticketing server, you must also configure the field mappings for issues
and tickets. These sample field mappings are provided for reference only. Your mappings will
vary based on the fields required in your ticketing server and the values those fields will accept.
Sample mapping for Remedy
This sample mapping is for reference only.
NOTE: Source values, mapped values, and field IDs are case-sensitive.
Map Issue to Ticket
• Ticket form: Help Desk
• Ticket field: 8
• Operation: Identity
• Source field: Name
• Ticket field: 7
• Operation: Substitution
• Source field: State
• Values: Default Value: 0
Mapped ValueSource Value
0NEW
2RESOLVED
1ASSIGNED
• Ticket field: 2
• Operation: Custom Mapping
• Source field: Type the user name for the ticketing server. This is the same user name
provided for Authentication on the Description page of the Registered Server Builder.
• Ticket field: 200000004
• Operation: Custom Mapping
• Source field: External
TIP: In this example, "External" is used to specify that the ticket was created by a product
external to the ticketing server. If you want to know which product created the ticket,
type the name of the product instead.
• Ticket field: 240000008
NOTE: Remedy servers can have multiple comment or diary fields. Make sure to choose the
one you want used for this integration. If a comment field is not mapped, then ticketed issue
comments cannot be added to tickets.
• Operation: Identity
• Source field: Activity Log
• Ticket field: Type the name or ID for any open text field
Managing Issues and Tickets
Integrations with ticketing servers
McAfee Policy Auditor 5.0 Product Guide58