Creating a Ticket

Use the Create Ticket drawer to open one or more tickets from selected assets or a query result, with ticket content pre-filled from asset data.

Required Permissions

The following permissions are required to create and send tickets:

• Enforcements: View
• Enforcements: Add
• Enforcements: Run
• Enforcements: View

For more about permissions, see Managing Roles.

Opening the Create Ticket drawer

From the Assets page - Row Selection

1. On any Assets page (for example, Devices or Users), select one or more rows.
2. Click Create Ticket in the toolbar above the table. When selecting one row, you can also click Create Ticket from the Actions (3-dot) button at the right of the row.
3. Select an action from the list of available Enforcement Actions with which to create the ticket. (Reminder: Only Jira-based and ServiceNow-based Enforcement Actions are supported)

The drawer opens scoped to the assets you selected.

From the Assets page - Query Result

1. On any Assets page, run or load a query.
2. Without selecting individual rows, click Create Ticket in the toolbar above the query list.

The drawer opens scoped to all assets the query returns.

From Recommended Actions

See Creating Tickets from Recommended Actions.

The Create Ticket Drawer

The summary bar at the top of the drawer shows:

• Asset count - the number of assets in scope. Click the link icon to open those assets in the Assets page.
• Ticket count - the number of tickets that will be created.
• Dynamic values chips - a chip appears for each dynamic value you add to the title or description.

Selecting a Ticketing System

Configure the destination of the ticket - the third-party platform they will appear on.

1. System - Select the ticketing platform. The options are Jira Software, Jira Service Management. or ServiceNow.
2. Connection - Select the the adapter connection to use. Only connections that match the selected system appear in this list. Learn about Adding a New Adapter Connection.

1. If you are using Jira, provide the following:
   • Project Key - Select the Jira project where Axonius creates the tickets. Axonius loads the options from the selected connection. If the connection has no accessible projects, enter the project key manually.
   • Issue Type - Select Jira issue type - for example, Bug, Task, or Incident. Axonius loads the options from the selected project.
2. If you are using ServiceNow, provide the following:
   • Table - Specify the ServiceNow table in which the ticket will be created. If no table name is provided, the ticket will be created in the 'incident' table.
   • Assignment Group (optional) - Specify the Assignment Group this ticket is intended for.

Note: A "Destination Required" warning appears at the top of the drawer until you populate all mandatory Ticketing System fields.

Grouping Tickets by Selected Fields

While the initial setup determines the destination to which each ticket is sent, additional grouping settings control the distribution and final number of tickets. Grouping is set by selecting an asset type + field to split tickets by.

1. Click + Add field.
2. Select the field to group by, then click + Add another field as needed.
   Upon selection, The first row reads: "Group tickets by [Asset Type - e.g., Devices]" [field name 1], and each subsequent row reads: "and then by [Asset Type] [field name 2]".

To remove a grouping level, select × on that row. Click Clear All to remove all grouping levels.

For each grouping level, Axonius adds a new row to the distribution field list and updates the ticket count in the summary bar at the top of the drawer. Expand the rows to review the full ticket distribution and count.

Grouping Tickets by Selected Fields - Example (Security Findings)

1. On the Security Findings page, select 14 Security Findings to create a ticket for. The summary bar on top of the Create Ticket drawer shows a count of 1 ticket for all 14 Security Findings.

   

2. Under Group assets by field, click + Add field and select the Severity field. The ticket count on the summary bar updates from 1 to 3. That means that the 14 selected assets will be split into 3 tickets in total - one ticket per severity.

   

   Example: Assume that among the 14 selected Security Findings, there are:

   • 4 Security Findings with a Critical severity --> These are mapped into the first ticket
   • 9 Security Findings with a High severity --> These are mapped into the second ticket
   • 1 Security Finding with a Low severity --> This is mapped into the third ticket

3. Click + Add another field and select the Software Name field. The ticket count on the summary bar updates again - from 3 to 10. That means that the 14 selected assets will be split into 10 tickets in total - each ticket contains only Security Findings that share both severity and software name.

   

An example ticket distribution at this point can be:

Adding Content Details

Define the title and body of the tickets.

Note: When creating tickets for Recommended Actions, the Title, Description and Description Preview are pre-filled based on the recommended action selected to create the ticket from. You can edit the pre-filled content according to your needs.

Title

Enter the ticket subject line.

You can use dynamic values to insert asset data into ticket titles and descriptions. Each value, represented by a chip you insert into the content, resolves to the actual field value from the assets in that ticket group.

To display the recommended dynamic value chips, click inside the Title box, then select a chip to insert. Adding dynamic values to the title or description creates additional ticket groups, which might change the number of tickets created.

Example: Assume one ticket is supposed to be created. Adding the Hostname (preferred) dynamic value might increase the number of tickets created if this value resolves to multiple hostnames.

A live preview of the resolved title appears below the input, using a random value. The live ticket count in the summary bar also updates accordingly.

To add dynamic values of your own, click More and manually select adapters and fields from the dropdown list.

Description

Enter the ticket body in the rich-text editor. You can use different toolbar controls such as Bold, Italic, Underline, Strikethrough, Link, and more. The editor supports the same dynamic value capabilities as the Title field - when you click inside it.

A character counter below the editor shows your current usage against the character limit. If the character limit is reached, Axonius automatically appends the following text to the ticket body:

The full list is attached in a CSV.

A live preview of the resolved description appears below the editor.

Include assets in the description

Select how to include the affected asset list in the ticket:

• Attach full list as CSV - attaches all assets as a CSV file to the ticket.
• Appended assets to description - appends an asset list inline in the ticket body. When you select this option, two additional controls appear:
  • Display format - select Table or List.
  • Columns - select the asset fields (columns) to include in the ticket description. A list of ordered field titles is displayed. You can:
    • Drag the field chips to reorder them
    • Click x to remove fields
    • Click + Add Field to add more fields that are not displayed by default.

Auto-CSV escalation: If a group contains more than 100 assets, Axonius automatically generates a CSV attachment and appends the following text to the ticket body:

The full list is attached in a CSV.

Additional Fields

This section includes adapter connection fields + optional adapter fields to enrich each ticket with more details.

Note: The connection fields in this section are pre-filled based on the adapter connection you selected.

See the adapters' Enforcement Actions documentation for the full list of optional fields and their description:

Jira

Jira Service Management - Create Ticket

Jira Service Management - Create Ticket per Asset

Jira Software - Create Ticket Per Asset

Jira Software - Create Ticket

ServiceNow

ServiceNow Related Enforcement Actions

Footer actions

Test Ticket

Select this option to create a single test ticket in the target Jira project or ServiceNow table, using one asset sampled from the first group. No Case is actually created - use this to verify your configuration before creating the full run.

Create N Tickets
Select this option to create all tickets. The number N reflects the live ticket count in the summary bar. Axonius disables the button while the ticket count loads.

Managing Tickets

To view, track and manage the tickets you created, navigate to the Tickets page.

To view the ticketing creation process on each asset:

1. Navigate to Action Center > Enforcements > Run History.
2. Go to the Folder filter and select Ticketing.

Learn more about the Run History page.