Creating a New Case
  • 06 Feb 2024
  • 4 Minutes to read
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Creating a New Case

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Article Summary

You can create a new Case from the Case Management page in order to resolve an issue in the assets resulting from a query.
For each new Case that you create, you are required to give the Case a name, select the type of issue, and link it to an asset query (Base Query). Optionally, you can also set the following for the Case:

  • Set the priority of the Case, assign the Case to a relevant user, set a due date for resolving the Case, and more.
  • Link additional Queries and/or Enforcement Sets to the Case, in the same way that you would link data to a Jira or Zendesk ticket.
  • Notify assignees or others via email about the new Case.
Note:

You require View user accounts and roles permissions to assign a Case to a User.
AssignCasePermissions
Learn more about how to manage Roles.

When you save a newly created Case, a list of assets currently matching the query is also saved. From then on, Case Progress is calculated based on assets that leave the query due to their being reconciled/remediated. You can manage the new Case together with already existing Cases from the Case Management page, and open the configuration of any Case to track its progress and change its status or any other field (except the Base Query). When all initial assets (with the exception of assets that may be removed from the system over the course of time) are remediated, you can close a Case .

To create a new Case

  1. In the Case Management page, click Create Case. The Create Case drawer opens.

CreateCaseDrawer

  1. Configure the required fields and any of the optional fields, as follows:

    • Case Title (Required) - Type a name for the Case. Recommended that it should be a meaningful name.

    • Click + Add Description, and in the Description field that opens, type a short description of the Case.

    • Type (Required) - From the alphabetically ordered dropdown list, select the case type that best describes the issue: Application missing/installation, Data Breach Remediation, Groups Synchronization/Migration, IT - General, Other Cases, Reduce Attack Surface, Security - General, Upgrades, Vulnerability Remediation.

    • Priority (Default: P2) - From the dropdown, select the priority of the case, i.e, the urgency of the case. Available priorities: P0 (highest priority), P1, P2, P3, or P4 (lowest priority).
      PriorityDropdown

    • Status (Default: To Do) - From the dropdown, select one of the following priorities: To Do, Backlog, In Progress, Done.
      StatusDropdownToDo

    • Due Date - Click the calendar icon CalendarIcon to open a calendar from which to select the date and time (optional) that the case is due, and then click Ok.

    • Assignee - From the dropdown, select one user only to take care of the case. The dropdown list shows users only from your data scope. Clicking the adjacent trashcan icon clears the selected assignee.

      • It is OK to postpone assigning a Case to a user to some time after Case creation.
    • Base Query (Required) - Select the query that you want the Case to monitor.

      • From the Module dropdown, select an asset type, and from the Select Query dropdown, select an existing query for the selected asset type, or click + Add Query to create a new query. To learn more about creating a new query, see Creating a New Query.
      • The Base Query can only be an asset query; not an internal module query, such as Adapters Fetch History.
      • You can hover over the selected Query and then click the View or Edit Query icon to verify the query or if necessary, edit the Query.

      VerifyQuery

      The following screen shows the unclear admin status query drawer.
      QueryDrawer1

    • Additional Queries - Select one or more optional queries to link to the Case.

      • From the Module dropdown, select an asset type, and from the Select Query dropdown, select an existing query for the selected asset type, or click + Add Query to create a new query. To learn more about creating a new query, see Creating a New Query.
      • Click the + button to select an additional query. The Case does not track these queries. Clicking the adjacent trashcan icon deletes the added query.
      • You can hover over the selected Additional Query and then click the View or Edit Query icon to verify or edit the query (similar to Base Query above).
    • Linked Enforcement - From the Select Enforcement dropdown, select one or more Enforcement Sets to link to the Case. Click the + button to select each additional Enforcement Set to link. Clicking the adjacent trashcan icon clears the selected Enforcement Set.

    • Set Email Notification (Default: Disabled) - You can set email notifications only if email settings are configured under System Settings. Toggle on to send an email notifying about the new Case.

      • Email Recipients - Type one or more email recipients, clicking Add for each additional recipient. It is recommended that at least one of these recipients should be the Assignee.
      • Custom Message - Type text to be added to the body of the email.
Note:

The Create button becomes enabled only after you configure all required Case fields.

  1. Click Create. The Case is added to the Case Management table.
    If you toggled on Set Email Notification (see above), all email recipients specified receive an email in the following format: A new Axonius case has been assigned to you followed by a link to the new Case and the custom message.


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