Many security groups today use ticketing systems that were originally designed for IT or developers, and are usually ill-suited to their vulnerability management needs. Even more commonly, teams simply rely on spreadsheets and unwieldy reports. On the other end of the spectrum, some security teams build a self-service workflow for their remediators and run into lack of user adoption – remediators just are not logging in to the security console. At Rapid7, we think there has got to be a better way, so we've built Remediation Workflow Ticketing.

What is "Remediation Workflow Ticketing?"

Remediation Workflow Ticketing is a way to connect your Remediation Workflow to the systems that remediation work in on a daily basis. We've built a capability that simply integrates remediation projects with Atlassian JIRA to make it easier and more efficient to collaborate with vulnerability remediation teams.

Security, IT, DevOps, Development, and Engineering may keep using their existing systems and workflow. The Remediation Workflow Ticketing Integration is not a replacement, but rather a complement to the native Remediation Workflow projects.  With this ticketing integration, users can enable the automated generation tickets for only the Remediation Workflow projects they see fit, saving increasingly more time as new work is added and must be tracked easily.

Here's how you can get started...

Easy setup and re-use of ticketing preferences

A brief setup wizard asks for the minimal amount of information necessary – no need for complicated, tedious mappings between it and your ticketing system.

The wizard will guide you through setting up your first connection.

Enable/Disable ticketing options on a Remediation Workflow project whenever you are ready.

Creating ticketing preferences does not automatically create tickets. Users can feel confident that their remediators will not be flooded with tickets while also being able to re-use preferences across projects.

Users can designate the assignees of the tickets utilizing rules based on filters.  The filter query language is the same as the one today for Liveboard cards and Remediation Workflow Dynamic Projects.  Tickets that meet the filter criteria will be assigned to the ticketing system user of your choice.  Users can reuse these preferences, saving time and effort by no longer having to constantly remember and repeat assignment logic. 

Ticket assignment happens automatically.

Deliver the right message to IT

Tickets generated by the Remediation Workflow integration are targeted, precise, and contain the solution, vulnerability and asset information.  Security groups no longer have to spend valuable time to decipher, redact, and translate long reports into actionable work items.

Utilize variables for asset, vulnerability, solution, and Remediation Workflow data in your tickets.

With powerful templating options, users can decide how much and how verbose they wish to be with the security data (i.e. context) or as terse as they want to be with what they share on the tickets to their remediators. This is helpful as security groups interface with and rely on multiple groups, each with its own way of working with security. 

Using remediation variables, users can be strategic about managing their remediation orchestrations.

Tracking progress

User can quickly monitor the progress of their remediation by looking at the “Tickets” column in the list of projects.  While viewing a specific project, users can quickly see if a ticketing connection exists and whether it's enabled.  By inspecting further, users can access each individual ticket associated with a particular solution.  In short, users enjoy the flexibility of taking quick temperature reads of remediation tickets overall and also viewing individual tickets in full detail.

The Projects list page provides a quick view to quickly scan for areas of progress across your organization.

User can see if there are any tickets generation by inspecting a solution in a project.  Users can also access a link to the ticket created.

How to get started

The Remediation Workflow Ticketing Integration is a flexible way to gain greater visibility and control into your organization's remediation efforts, both big and small.  It extends and is also a great complement to the native capabilities of Remediation Workflow.  Security teams are freed from user management overhead and remediators do not have to disrupt their existing workflows.  Both teams benefit from having just the right amount of security context in their tickets.

Get started today by going to Remediation Workflow - Project lists page and clicking on “Add a Ticketing Connection.”   Of course, you can also read more in our Help documentation for Remediation Workflow Ticketing Integration. If you are not a current customer of InsightVM, you can download a free 30-day trial and test drive this new capability as well.