McAfee EPOLICY ORCHESTRATOR 4.0.2 - Guía de usuario Pagina 67
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Installing the ticketing server extensions
Use this task to install ticketing server extensions.
Before you begin
• Copy the files required for the ticketing server.
• Restart the server.
Task
1 Go to Configuration | Extensions, then click Install Extension.
2 Browse to and select the extension (ZIP) file.
• For Remedy, select Remedy.zip. This file includes support for Remedy 6.3 and 7.0.
• For Service Desk 4.5, select ServiceDesk_4_5.zip.
• For Service Desk 5.1, select ServiceDesk_5_1.zip.
3 Click OK.
Registering and mapping a ticketing server
Use these tasks to register and map a ticketing server. You must complete these tasks before
tickets can be added to issues. Only one registered ticketing server can exist at a time.
Before you begin
Install the extension for your ticketing server.
Tasks
Configuring the DNS for Service Desk 4.5
Registering a ticketing server
Configuring the field mappings
Configuring the DNS for Service Desk 4.5
Use this task to configure DNS for a Service Desk 4.5 integration. The system running the
ticketing extension must be able to resolve the address of the Service Desk system.
Task
• Do one of the following:
• On the system running the ticketing extension, edit your hosts file to include the IP
address of the system running Service Desk 4.5, followed by a space, followed by the
DNS suffix (the name of the system on which Service Desk 4.5 is running), then reboot
the system running the ticketing extension. For example, in the file
c:\windows\system32\drivers\etc\hosts file, add: 168.212.226.204 SRVDSK45.qaad.com
Managing Issues and Tickets
Working with ticketing servers
67McAfee 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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