Reveald Ticket Synchronization
Synchronizing tickets with the Reveald Fusion Center
Last updated
Synchronizing tickets with the Reveald Fusion Center
Last updated
If you are a Reveald services customer, It is possible to synchronize tickets with Reveald's Fusion Center and to see tickets created by the Fusion Center for your company.
If your Epiphany instance has this option enabled, You will find a "Sync with Reveald" button on the ticket main page:
Click this to push this ticket to Reveald and maintain status. Tickets that are being synchronized are marked with the blue Reveald chevron in the ticket table and with the ticket ID (and a link to it) in the ticket window.
Comments made in tickets by Reveald agents are marked as such in ticket comments
And ticket activity tracks activity by remote users accordingly.
Only subscribers to Reveald services have the ability to synchronize tickets to the Reveald Fusion Center.
The following fields within EIP are overruled by the Reveald Ticket Status - it is not possible to change these directly within EIP for syncronized tickets. To request the modification of a field, add a comment within the ticket asking Reveald to change it for you.
For example, to "Close" a synchronized ticket, add a comment requesting the ticket is closed.
Ticket Status
Priority
Request Type
Platform Area
Search queries useful for Reveald Synchronized Tickets
The following search queries are unique to tickets synchronized with Reveald
jira_id: 'None' - returns tickets which are not synchronized with Reveald
jira_id: 'RCS*' - returns all tickets synchronised with Reveald
jira_id: 'RCS-34244' - returns a ticket with the JIRA ID RCS-34244
jira_id: 'RCS*' AND status: open - returns all open tickets synchronized with Reveald
rcs-342* - returns any ticket with the text "rcs-342*" in a text field
