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Zen desk automatic ticket response12/28/2023 ![]() Zendesk: Elevating Customer Support and Ticket Management This visibility enables efficient communication between security, IT and development teams, and better tracking of incident response performance. Moreover, linking incidents in XSOAR to Jira issues provides real-time visibility into incident progress in real-time. The Jira integration package includes out-of-the-box classifiers, unique incident fields and automations to support all of the above. ![]() With the incidents captured, you can assign tasks, track progress, and communicate from one single platform, all with automated, bi-directional synchronization of information such as incident details, status updates, and comments. With the Jira integration, you can seamlessly create Jira issues from within XSOAR, ensuring that all incidents are captured and addressed promptly. By combining the capabilities of Jira with Cortex XSOAR automation and orchestration features, organizations can leverage the power of Agile methodologies to respond swiftly and effectively to security incidents. This is one of the most commonly used ticketing platform integrations available in XSOAR Marketplace, and it has undergone a major enhancement in the past year. Jira is a widely used project management and issue-tracking tool that offers robust collaboration, planning, and execution capabilities. Jira Integration: Empowering Agile Incident Management We also provide out-of-the-box ServiceNow incident fields and layouts, ensuring full display of relevant information within XSOAR, and playbooks that can be triggered as part of a wider workflow. Assign incidents to the relevant personnel, trigger additional processes across your SecOps tools stack, ensure a coordinated response and prompt resolution, minimize manual effort, and enhance incident response times, leading to improved service levels and customer satisfaction.Īdditional automations can create tickets, add comments, update status, and modify other ticket data. Organizations can also automate routine IT processes, reduce manual efforts, and improve overall efficiency. The integration allows bi-directional syncing of these incidents, allowing security teams to create and update records in ServiceNow seamlessly. ![]() Security teams can automate incident response, perform investigations, and orchestrate workflows directly from the XSOAR platform, as ServiceNow tickets can be fetched as incidents in XSOAR. The ServiceNow integration in Cortex XSOAR Marketplace empowers organizations to unify their security operations and IT service management processes, resulting in improved efficiency and collaboration. ServiceNow is a leading IT service management (ITSM) platform used by organizations worldwide. ServiceNow Integration: Streamline IT Service Management This week’s Playbook of the Week will focus on some of these integrations and how you might leverage them to automate your SecOps ticketing. All ticketing actions can be performed within XSOAR by human or machine. ![]() Our out-of-the-box integrations with key ticketing tools allow for seamless ticket mirroring, so all systems are kept up to date without your analysts having to pivot back and forth between screens. Well you can automate those various tasks including opening tickets, notifying key stakeholders, and closing them once incident remediation is complete with Cortex XSOAR. Wouldn’t it be nice if you could “outsource” some of the grunt work while improving service delivery? If you work in SecOps, a good part of your day is likely spent managing incident cases, including the attendant tasks, in multiple systems such as ServiceNow, Jira, Zendesk, and more.
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