Assign tickets based on posture cases

This page documents the mechanism of an automatic ticket assignment in Security Command Center Enterprise and explains how to manually assign or reassign tickets using the Security Operations console.

Overview

A ticket assignee is a person responsible for addressing and remediating the vulnerabilities. The ticket is assigned to the respective assignee automatically based on either the resource owner value inherited by the finding through the Google Cloud resource hierarchy or the value configured in the connector's Fallback Owner parameter.

Assign tickets automatically

The default automatic flow for assigning a ticket consists of the following steps:

Determining the resource owner of a finding.
Creating cases and grouping related findings into them.
Creating and assigning tickets based on cases.

Determining the resource owner

While ingesting and grouping findings into cases, the SCC Enterprise - Urgent Posture Findings Connector analyzes every finding for the resource owner and fallback owner values. The fallback owner value configured in the Fallback Owner connector parameter is the final option to ensure that a custom finding is assigned to a correct person for remediation when all other prioritized options failed.

For more information about defining the resource owner in Security Command Center Enterprise, refer to Determine ownership for posture findings.

Creating cases and grouping findings

After the connector has ingested a finding, Security Command Center forwards the finding to a new case if the finding is first of a kind, or an existing case if the finding parameters comply with a grouping mechanism. In a case, the finding becomes an event which the alert is based on. Essentially, an alert is a finding container that includes all information about a finding.

To learn more about how findings are grouped into cases, see Group findings in cases.

Creating and assigning tickets

Creating a case automatically creates a ticket in an integrated ticketing system. All information contained in a case is bidirectionally synchronized with a corresponding ticket, meaning that every time there is an update in a case like a new finding, a new comment, or a status change, the same update appears in the ticket and the other way around.

Security Command Center Enterprise automatically assigns the created ticket to the resource owner of findings grouped in a case. All findings in a case have the same resource owner.

Assign tickets manually

Assigning tickets manually in requires you to run manual actions on cases.

Assign Jira issues in cases

To manually assign a Jira issue in a case, complete the following steps:

In the Security Operations console, go to Cases.
Select a case related to the ITSM ticket.
In the Case Overview tab, click Manual Action.
In the manual action Search field, enter Jira.
In the search results under the Jira integration, select the Assign Issue action. The action dialog window opens.
To configure the Issue Key parameter, enter the following placeholder: [Case.Ticket_ID]

The placeholder dynamically retrieves the Jira issue ID corresponding to the selected case.
1. To configure the Issue Key parameter for a specific issue, enter the Jira issue ID in the following format: SCCE-NUMBER
You can find the issue ID in the Jira issue URL:
```
https://YOUR_INSTANCE_NAME.atlassian.net/browse/ISSUE_ID
```
To configure the Assignee parameter, enter the email address of the Jira ticket assignee.

Alternatively, you can enter the name of the ticket assignee as it is displayed in Jira. The action supports using usernames or displayed names.
Click Execute.

Assign ServiceNow tickets in cases

To manually assign a ServiceNow ticket in a case, complete the following steps:

Retrieve the sys_id value to obtain the ServiceNow assignee ID.
Assign the ServiceNow ticket.

Retrieve the `sys_id` value

In the Security Operations console, go to Cases.
Select a case related to the ServiceNow ticket.
In the Case Overview tab, click Manual Action.
In the manual action Search field, enter ServiceNow.
In the search results under the ServiceNow integration, select the Get User Details action. The action dialog window opens.
To configure the Emails parameter field, enter the email address of the ServiceNow ticket assignee.
Click Execute. Wait until the action is executed.
Go to the Case Wall and click Refresh Case.
In the ServiceNow_Get User Details data record, click View more.
In the JSON Result section, find the sys_id key and save its value to use it in the following section.

Assign the ServiceNow ticket

Go to the Case Overview tab and click Manual Action.
In the manual action Search field, enter ServiceNow.
In the search results under the ServiceNow integration, select the Update Record action. The action dialog window opens.
To configure the Table Name parameter, enter the following value: u_scc_enterprise_cloud_posture_ticket
To configure the Object Json Data parameter, enter the following code:
```
{
  "u_assigned_to": "SYS_ID_VALUE"
}
```
In the code, use the sys_id value that you retrieved in the previous section.
To configure the Record Sys ID parameter, enter the following placeholder: [Case.Ticket_ID]

The placeholder dynamically retrieves the ServiceNow ticket ID corresponding to the selected case.

Alternatively, for the Record Sys ID parameter you can provide a Ticket ID (Case Overview > Ticket Information widget > Ticket ID).
Click Execute.

What's next?

Learn how you can group findings in cases.

Learn how you can mute findings in Security Command Center.

Learn how you can mute findings in cases.