IBM Proventia Network Enterprise, User Manual

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Chapter 13: Tracking and Remediation
184
IBM Internet Security Systems
Ticketing and Enterprise Scanner
Introduction
When remediation is needed, such as patching a vulnerability, you can create a ticket
directly from the SiteProtector Console. You can then assign the ticket to another
SiteProtector user and track the ticket’s status from creation to resolution.
Tickets
A ticket is a work request created in response to a situation that requires further
investigation. Here are some examples of possible tickets:
●
patching a range of assets against vulnerabilities
●
investigating a new asset that recently appeared on the network, and dealing with it
as appropriate
●
locating an asset that is running an unapproved operating system, and updating it or
removing it from the network
You can use right-click menus to create tickets directly from the information displayed in
the Asset, Agent, and Analysis views.
Custom categories
You can use the Custom Category tab to add new custom categories with up to five user-
specified fields.
SiteProtector
ticketing or third
party
You can use SiteProtector’s ticketing tool or configure SiteProtector to export tickets into
another action request (AR) system, such as Remedy Help Desk or Remedy Change
Management. After you have integrated the remedy solution with SiteProtector,
SiteProtector shares new ticket information to the remedy application.
When you save the ticket in SiteProtector, the action request system stores the
information, too. You can edit and maintain tickets in the action request system.
SiteProtector retains a copy of the ticket on the database server.
Note: If you use Remedy to maintain tickets, you cannot edit them in SiteProtector;
however, SiteProtector saves a copy of each ticket you create.
For detailed
information about
ticketing
Ticketing is a SiteProtector feature, managed through the SiteProtector Console. Refer to
the SiteProtector documentation for detailed information about ticketing.