Monitoring Third-Party Tickets
  • 20 Aug 2023
  • 4 Minutes to read
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Monitoring Third-Party Tickets

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Article Summary

You can track the progress of tickets created in third-party ticketing systems (for instance, ServiceNow) using Enforcement Actions, directly from Axonius.

Note:

This article describes how to monitor third-party tickets per asset. You can also monitor all third-party tickets opened for all assets in the system from the Tickets asset page.

When you use an Enforcement Action to create a ticket in a third-party ticketing system (see Create Incident Category), the unique Ticket ID and other ticket information is saved in the Linked Tickets complex field on each asset that is linked to the ticket/incident. You can present these attributes of the Linked Tickets complex field in a table in the Asset Profile of the relevant asset, by opening one of the following:

For example, you can run a Create Incident enforcement action to open tickets on all devices that have a vulnerability for at least two months but with no remediation activity. You can then check the status of the ticket on each device in the Tickets tab of the device’s asset profile.

In order to track tickets, the Fetch EC Action ticket updates option in the Advanced Configuration of the relevant adapter (for instance, ServiceNow) must be enabled (the default), so that the adapter can fetch tickets created by Axonius users and get updates on the tickets.
The relevant adapter periodically fetches data (according to adapter scheduling) on each third-party ticket opened in Axonius, and updates their ticket data in the Tickets table of each relevant asset, enabling you to track the progress of the third-party tickets from within Axonius.

Note:

When an asset is deleted from Axonius, its tickets are also removed.

Tickets Overview

The Tickets tab in the Asset Profile page displays a list of all tickets linked to the asset in the Axonius system, sorted from the newest to the oldest ticket.
TicketsTabinAssetProfile

The Tickets table lists ticket details, including:

Ticket InformationDescription
Ticket VendorThe logo of the third-party vendor adapter where the ticket was created using the Enforcement Action.
Ticket IDA unique ID assigned when the ticket is created by the EC action. The adapter fetches from the vendor information on the ticket identified by this ID.
SummaryThe short Incident/Ticket title taken from the EC action definition.
StatusThe status of the ticket at the vendor.
ReporterThe name of the customer who created the ticket. This information exists, if supplied by the vendor.
CreatedThe date and time in UTC time that the Enforcement Action created the incident/ticket.
UpdatedThe date and time in UTC time that the incident/ticket was updated in Axonius.
DescriptionA description of the Incident/Ticket. Taken from the Enforcement Action that created the incident/ticket.

Changing the Order Columns are Displayed

You can change the order of columns displayed.
Drag and drop columns on the table to arrange them in the order that you want. The changes are only for the current session.

Searching and Filtering

You can filter the tickets that are displayed.

The following filters are available:

  • Search - Displays tickets with the specified search text.
  • Vendor - Displays tickets opened at one or more specific vendors of third-party ticketing systems.
  • Status - Displays tickets of one or more specific statuses.
  • Reporter - Displays tickets opened by one or more specific customers.
  • From, To - Displays tickets that were created in this date range.

Filtering by Date

You can filter tickets by a specific day or date range using the date picker.

To filter the display by tickets created on a specific date

  1. Click Display by Date above the Tickets table. The date picker only enables selecting dates on which tickets were created.
  2. Select one of the enabled dates.

To learn more, refer to Displaying Historical Data.

To filter the display by date range

  1. Click the From - To filter.
  2. Select From and To dates. To filter results only for a specific date, select the same date twice.
  3. If you want to include specific times in the date range, click Select Time in the date range picker.
  4. Click OK to set the filter.

Resetting Filters and Searches

You can clear a specific filter or reset all filters.

  • Click Clear All to clear all selections in a specific filter.
  • Click Reset from the top right of the Tickets page to clear the search text and all filters, and display all the tickets.

Tickets Retention

The Tickets page always displays the last 100,000 tickets.

Exporting Tickets

You can export the tickets results table data to a CSV file.

To export the results to a CSV file:

  • In the Tickets page, on the right side above the table, click Export CSV .
    The CSV file is automatically downloaded with a name format as:
    “axonius_entity_<entity#>_tickets< date >< time >.csv”

When you set a filter, only the filtered data is exported to the CSV file.

You can set the number of tickets that are displayed on each table page. Click the appropriate icon on the bottom left side of the table to set the number of tickets that are displayed to 20, 50, or 100. ActivityLogsResultsPerPage

Use the pagination bar on the bottom right side of the table to move between pages. image.png


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