Automated Ticketing Workflows

Create Ticket Templates

1. Go to **Settings > Automation > Ticket Templates**

2. Click **New Template**

3. Configure:

- Template name

- Ticket title (supports variables)

- Description body

- Default priority

Available Variables

Use these in your templates:

• `{{client_name}}` - Client company name

• `{{control_name}}` - CIS control that failed

• `{{control_id}}` - CIS control number

• `{{severity}}` - Control severity level

• `{{evidence}}` - Supporting evidence summary

• `{{remediation}}` - Recommended fix

Priority Mapping

Map control severity to ticket priority:

|------------------|------------------|

Custom Priority Rules

Override defaults for specific controls:

1. Go to **Settings > Automation > Priority Rules**

2. Click **Add Rule**

3. Select control or control family

4. Set custom priority

5. Optionally add conditions (client tier, time of day)

Default Assignment

Configure where tickets land:

• Specific board/queue

• Round-robin to team

• Specific technician

• Based on client's primary tech

Smart Assignment

Use conditions for complex routing:

• **By control type**: Security controls → Security team

• **By client tier**: VIP clients → Senior techs

• **By time**: After-hours → On-call rotation

Example Configuration

IF control_family = "Identity"

THEN assign_to = "Security Team"

ELSE IF client_tier = "Premium"

THEN assign_to = "Senior Technicians"

ELSE

THEN assign_to = "General Queue"

Time-Based Escalation

Escalate unresolved tickets:

1. Go to **Settings > Automation > Escalation**

2. Create escalation rules:

- After 4 hours: Notify team lead

- After 24 hours: Increase priority

- After 48 hours: Alert management

Repeat Failure Escalation

Escalate when controls fail repeatedly:

• Same control fails 3+ times → Flag as chronic issue

• Create problem ticket for root cause analysis

• Notify account manager for client communication

SLA Integration

Tie escalation to SLA commitments:

• Premium clients: 4-hour response SLA

• Standard clients: 8-hour response SLA

• Auto-escalate before SLA breach