Tickets

All tickets opened by Axonius Enforcement Center actions in third-party ticketing systems (for instance, ServiceNow) are recorded in Axonius and linked to assets.
The Tickets page displays all these tickets, enabling you to view their information and track their progress directly from Axonius.

You can determine the default table view/filter, as well as additional one-click filters.
Each time adapters fetch updated data about these tickets, the relevant ticket information is updated in the Tickets table.
You can filter the Tickets table according to Axonius predefined filters, such as My Open Cases.
All Ticket fields are queryable and available for Dashboards and Reports as well.

To open the Tickets page

• Click the Assets icon and from the left-pane, select Tickets.

The Tickets page opens displaying the default view. Not all of the fields are displayed by default. Use Edit Columns to add or remove columns. Each user can customize what fields appear in their own, personalized default view. For more information, see Setting Page Columns Displays.

Click the arrow next to any of the fields to see more details about that field.

Ticket Fields

There are many fields that you can view and query on the Tickets page. This includes the following fields:

• Ticket Vendor - The logo of the third-party vendor adapter where the ticket was created using the Enforcement Action.
• Key - Display ID.
• Ticket ID - A unique ID assigned when the ticket is created by the Enforcement Action. The adapter fetches from the vendor information on the ticket identified by this ID.
• Summary - The short Incident/ticket title taken from the Enforcement Action definition.
• Status - The status of the ticket at the vendor.
• Created - The date and time in UTC time that the Enforcement Action created the incident/ticket.
• Updated - The date and time in UTC time that the incident/ticket was updated in Axonius.
• Description - A description of the Incident/ticket. Taken from the Enforcement Action that created the incident/ticket.
• Tags - Tags that have been added to the ticket.

Creating Queries on Tickets

Use the Query Wizard to create a unique set of queries. You can query fields such as Ticket Vendor, Key, Ticket ID, Status, Created, Updated, and Tags.

Refer to Creating Queries with the Queries Wizard to learn more about creating queries.

After running the query, the table shows the queried extensions, filtered by the criteria you defined in your query.

Viewing a Ticket Asset Profile

You can click an individual Ticket asset to see all the data for that particular asset.

• For more information, see Asset Profile Page.
• Refer to Asset Actions for a full description of actions that you can perform on tickets.