Manage Tickets

Open a Ticket

You can use tickets within Tenable Security Center to coordinate the assessment and remediation of vulnerabilities and security events.

You can configure a ticket from an analysis page, or from the Tickets page. For more information about the options to configure, see Ticket Options.

To open a ticket from an analysis page:

1. Log in to Tenable Security Center via the user interface.

2. Click Analysis > Vulnerabilities or Analysis > Events.

   The Vulnerabilities or Events page appears.

3. From the toolbar, click More > Open Ticket.

   The Open Ticket pane appears.

4. In the Name box, type a name.

5. (Optional) In the Description box, type a description.

6. (Optional) In the Notes box, type a note to the assignee.

7. In the Assignee drop-down box, select an assignee.

8. In the Classification drop-down box, select a classification.

9. Click Submit.

   Tenable Security Center creates the ticket.

To open a ticket from the Tickets page:

1. Log in to Tenable Security Center via the user interface.

2. Click Workflow > Tickets.

   The Tickets page appears.

3. Click Add.

4. In the Name box, type a name.

5. (Optional) In the Description box, type a description.

6. (Optional) In the Notes box, type a note to the assignee.

7. In the Assignee drop-down box, select an assignee.

8. In the Classification drop-down box, select a classification.

9. (Optional) Click Add Query View.

10. Click Submit.

    Tenable Security Center creates the ticket.

View Ticket Details

You can view the summary details of a ticket with the name, status, creator, assignee, history, queries, description, and ticket notes.

Before you begin:

• Add a ticket, as described in Open a Ticket.

To view a ticket:

1. Log in to Tenable Security Center via the user interface.

2. Click Workflow > Tickets.

   The Tickets page appears.

3. In the table, right-click the row for the ticket you want to view.

   The actions menu appears.

   -or-

   In the table, select the check box for the ticket you want to view.

   The available actions appear at the top of the table.

4. Click View.

   The View Ticket page appears. For more information, see Ticket Options.

   Section	Action
   Options drop-down box	To edit the ticket, click Edit. For more information, see Edit a Ticket.
   General	View general information about the ticket. Name — The ticket name. Description — The ticket description. Notes — The notes added for the ticket. Status — The status of the ticket. Assignee — The user assigned to the ticket. Classification — The classification selected for the ticket. Created — The date on which the ticket was created. Last Modified — The date on which the ticket was last modified. Owner — The user who created or owns the ticket. Group — The group associated with the Owner. ID — The unique identifier of the ticket.
   Query Views	The query added to help provide context for coming up with a resolution.

Edit a Ticket

Before you begin:

• Add a ticket, as described in Open a Ticket.

To edit a ticket:

1. Log in to Tenable Security Center via the user interface.

2. Click Workflow > Tickets.

   The Tickets page appears.

3. In the table, right-click the row for the ticket you want to edit.

   The actions menu appears.

   -or-

   In the table, select the check box for the ticket you want to edit.

   The available actions appear at the top of the table.

4. Click More > Edit.

   The Edit Ticket page appears.

5. Modify the ticket options. For more information, see Ticket Options.

6. Click Submit.

   Tenable Security Center saves your configuration.

Resolve and Close a Ticket

When a ticket is mitigated, you can change the ticket status to Resolved. Once the ticket is resolved, you can change the status to Closed. Tickets in the Resolved or Closed state can always be reopened as needed.

Before you begin:

• Add a ticket, as described in Open a Ticket.

To resolve a ticket:

1. Log in to Tenable Security Center via the user interface.

2. Click Workflow > Tickets.

   The Tickets page appears.

3. In the table, right-click the row for the ticket you want to resolve.

   The actions menu appears.

   -or-

   In the table, select the check box for the ticket you want to resolve.

   The available actions appear at the top of the table.

4. Click Resolve.

   The Resolve Ticket page appears.

5. Change the status to Resolved. Optionally, you can add notes to provide details of the resolution.

6. Click Submit.

7. To close the ticket, click the resolved ticket name and change the status to Closed.

Tenable Security Center updates the ticket status. Resolved tickets still show up in your ticket queue with an Active status. Closing a ticket removes the ticket from the Active status filter view, but does not provide the option to add notes similar to editing a ticket.