Incident Management: Send a Remediation Task as a Helpdesk Ticket

Document created by RSA Information Design and Development on Jun 26, 2017Last modified by RSA Information Design and Development on Jul 27, 2017
Version 2Show Document
  • View in full screen mode
  

You can push a remediation task as a Helpdesk ticket where it can be managed in a third party helpdesk system and tracked to closure.

Prerequisites

Ensure you have enabled the integration with the third party helpdesk ticketing system. See Configure Integration Setting to Manage Incidents in Security Analytics for details.

Procedure

To push a remediation task as a helpdesk ticket:

  1. In the Security Analytics menu, select Incidents > Queue.
    The My Incidents view is displayed.
  2. In the My Incidents view, double-click an incident.
    The Incident Details view is displayed.
  3. Under Remediation Tasks, double-click a remediation task.
    The Remediation Task Details view is displayed.
  4. Click push_to_helpdesk.png
    The remediation task is pushed to the helpdesk ticketing system.
  5. Click view_ticket_in_helpdesk.png to view the ticket in the helpdesk system.
You are here
Table of Contents > Incident Management Process Flow > Investigate an Incident > Send a Remediation Task as a Helpdesk Ticket

Attachments

    Outcomes