New Guidance on Ticket Management (Merge)

Created by Oleksandra Ponomarova, Modified on Thu, 11 Dec at 8:51 AM by Oleksandra Ponomarova

Merge Tickets

If you receive multiple tickets related to a single event, you may merge the second and subsequent tickets to the initial ticket. All activity to resolve the issue should then be noted in the initial ticket.

Open the initial ticket

Look for the section labeled “Combined Tickets” and select the “+” to merge tickets.

Select the option to Merge (do not Bundle).

You will see a screen with tickets associated with the client. Filter the list to find the ticket(s) you want to merge.

Select the tickets to merge.

Click the Merge button.

You will be prompted to select a status to assign to the tickets being merged. Select the status of “Closed”.

NOTE: You can only merge tickets located in the same service board as the primary ticket. This means you cannot merge a ticket from the SOC/NOC Triage board with one in the SOC Level 3 service board.

Close Tickets (Set Status field to Closed)

If you are sending a vulnerability notification email, you may close the ticket after you send the email and update the ticket with your actions.

For security threat alerts, please take the following action:

Set to resolved once you send the client email.

If the client responds to the ticket indicating the alert is safe to dismiss, add a ticket note and close the ticket.

If the client does not respond, you may close the ticket after waiting 2 business days for the client to respond.

For Azure resource health alerts (i.e., heartbeat alerts), you may close the ticket once you confirm the Azure resource health issue is resolved.