IBM Partner Pavilion 2.3 Ticketing and Enterprise Scanner

Ticketing and Enterprise Scanner

SiteProtector works with Enterprise Scanner to streamline your event tracking and

remediation processes. This topic explains how to use information from Enterprise

Scanner with the ticketing feature in SiteProtector to manage tracking and

remediation.

When remediation is necessary, such as patching a vulnerability, you can create a

ticket directly from the SiteProtector Console. Youcan then assign the ticket to

another SiteProtector user and track the status of the ticket from creation to

resolution.

Aticket is a work request created in response to a situation that requires further

investigation. Here are some examples of tickets:

vPatching a range of assets against vulnerabilities

vInvestigating a new asset that recently appeared on the network, and dealing

with it as appropriate

vLocating 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 fromthe information

displayed in the Asset, Agent, and Analysis views.

Use the vulnerability auto ticketing feature to create auto ticketing rules that apply

to vulnerable events in a group. When a vulnerable event matches an auto

ticketing rule, SiteProtector automatically generates a new ticket.

Note: Only users with global ticketing permissions can create and modify auto

ticketing rules.

To group the assets, select the Group By Asset check box in the Vulnerability

Auto Ticketing pane in the Properties tab. Youcan modify the number of

vulnerabilities per ticket in the Auto Ticketing tab in the Ticketing Setup window.

Auto ticketing rule inheritance occurs when a subgroup inherits the auto ticketing

rules from a group of assets in the next higher group in your Site structure (if the

subgroup does not have any auto ticketing rules).

Reference: See the IBM SiteProtector Help for detailed information and procedures

on auto-ticketing.

You can use the Custom Category tab to add new custom categories with up to

five user-specified fields.

You can use the SiteProtector ticketing tool or configure SiteProtectorto 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 remedyapplication.

134 Enterprise Scanner: User Guide