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1006 Views 4 Replies Latest reply: Jul 10, 2013 7:39 PM by secucd RSS
tony.lin Apprentice 123 posts since
Dec 17, 2009
Currently Being Moderated

Apr 8, 2013 10:58 AM

Export Tickets

Hi:

 

     How to export vulnerability manager's tickets status and command? is it have report optional?

 

 

thanks

  • Community Leader 479 posts since
    Nov 3, 2009
    Currently Being Moderated
    1. Apr 9, 2013 4:53 PM (in response to tony.lin)
    Re: Export Tickets

    Hi Tony,

     

    Searching the in-product help (?) in the GUI will show you:

     

    Exported -  Setting a ticket to Exported causes McAfee Vulnerability Manager 7.5 to send an email to a third-party helpdesk system or other system. Future tickets are not generated for a host/vulnerability when a ticket for that host/vulnerability has been exported. The vulnerability will continue to appear in the reports for this asset.

    The email subject line contains the title "Helpdesk system ticket creation".

    The body of the email contains the details: "%scan_name%","%risk%","%vuln_name%","%vuln_details%","%IP%","%OS%","%user%"

     

    There isn't any reporting feature for that at this time.

     

    -Cathy

  • Community Leader 479 posts since
    Nov 3, 2009
    Currently Being Moderated
    3. Apr 16, 2013 5:20 PM (in response to tony.lin)
    Re: Export Tickets

    Hi Tony,

     

    There are plenty of other actions you can do with the ticket regardless if it's been exported or not.  The actions are all all documented in the User Guide or in-product help.  You can get to the in-product help by clicking the question mark (?) in the context in which you want help.  For example if you're in Ticketing, and click the "?" you will be taken to help specific to Ticketing..  There simply isn't much reporting available around ticketing at this time.

     

    -Cathy

  • secucd Newcomer 17 posts since
    Jul 8, 2013
    Currently Being Moderated
    4. Jul 10, 2013 7:39 PM (in response to cgrim)
    Re: Export Tickets

    Cathy,

    Can the output format be customized? Our ticketing system can digest an email with XML in it to open a ticket and assign it to the right queue. Also is there a way I can pass other information into the ticket such as assignment queue?

     

    My company uses HP Service Manager for managing tickets. Is there any special interfaces?

     

    /Kevin

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