Creating a Ticket

Use the Create Ticket drawer to open one or more Jira 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

For more about permissions, see Managing Roles.

Before you begin

Configure a Jira adapter connection in your environment before creating tickets. Use the instructions in the Jira Service Management (Service Desk) Fetch Tickets or Atlassian (Formerly Atlassian Jira Software) documentation.

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: currently, only Jira-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. [add link here]

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.

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

Adding Content Details

Define the title and body of the Jira 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 Jira 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 Jira connection fields + optional Jira fields to enrich each ticket with more details.

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

See the Jira Enforcement Action documentation for the full list of optional fields and their description:

Jira Service Management - Create Ticket

Jira Service Management - Create Ticket per Asset

Jira Software - Create Ticket Per Asset

Jira Software - Create Ticket

Footer actions

Test Ticket

Select this option to create a single test ticket in the target Jira project, 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.