Tickets (Actions)
Use the Tickets page to track every ticket opened from Axonius, across all your ticketing systems, in one place.
To access the Tickets page:
- In the old navigation: Select Tickets from the left navigation menu (under Case Management).
- In Axonius New Navigation Experience: from the left navigation menu, select Action Center > Tickets.
Required Permissions
The following permissions are required to create and manage tickets:
- Enforcements: View
- Enforcements: Add
- Enforcements: Run
Learn about the detailed workflow of Creating a Ticket.
Tickets Table Fields
The following fields are displayed in the Tickets table by default:
- Title - The ticket's general title
- Status - See Ticket Status for more information on this field and its values
- Asset type - The asset type the ticket was created for: Devices, Users, Security Findings, etc.
- Remediation owner (If assigned; available for Exposures customers only) - The Remediation Owner assigned to the ticket
- Assignee - The user the ticket is assigned to as configured in the ticketing system itself
- Created at - When ticket creation timestamp
- Last synced - The last sync timestamp between Axonius and the ticketing system.
- Tags - Any tags added to the ticket
- Ticket ID - A unique ticket identifier
- System - The third-party ticketing system used for the ticket, e.g., Service Now or Jira Software
Click Edit Table to add columns to or remove columns from the table. Learn more about Setting Page Columns Display.
Ticket Status
Axonius reads the value of the ticket's Status field from the raw data (the original value from the third-party ticketing system) and maps it to an Axonius value, based on the logic detailed in the following table.
Note that the Last synced field indicates the last timestamp the ticket status was updated.
| Original Status | Axonius Status | Notes |
|---|---|---|
| Closed, Done, Resolved, Solved, Complete | Closed | |
| Cancelled, Canceled, Rejected | Cancelled | |
| Progress, Pending, Hold, Review, WIP, Assigned | In progress | |
Not closed but the due_date has passed | Overdue | Click Edit Table > Edit columns add the Due Date column to the table |
| Other or unrecognized value | Open |
Managing Tickets
Some of the Asset Actions are available also for tickets:
- Open in ticketing system - This action in disabled if no ticketing system link is available for the selected ticket.
- Open ticket profile - Open the Ticket Profile drawer, displaying basic ticket data (similar to the columns in the Tickets table). To view all assets affected by this ticket, select the Affected Assets tab.
- Tag - Add tags to the ticket. Learn about Working with Tags.
- Delete ticket
- Export CSV - Select a bulk of rows to export them in CSV format. See Exporting Asset Data to CSV for more information.
Updated about 1 hour ago