Ticketing Templates

Ticketing rules name has been changed to Ticketing Templates.

This feature allows you to add Ticketing Templates of your choice for formatting tickets and a choice of integration will help you use it for those platforms.

Navigate to Global Settings() > Ticketing Templates and click on +Add to add a rule.

Enter a Rule Name as required under the ticketing template.

Choose the required company or select the All Companies option from the drop-down.

Choose the Integration as required from the drop-down.
Multiple Integrations can also be selected.

Now click on +Add to add the Events and choose the Events as per the requirement.
ADAudit, AzureADAudit, Agent, Asset, Azureerror, Company, ManualTemplate, Ports, Remediation, UnquotedServicePath, and vulnerability are the available Events.

Select the sub-type from the drop-down of the event based on the events you've chosen.

Enter the Event's Title and Description based on your needs.
Copy/ Add the Title Key to the Title as per the requirement and click on Save.

Copy/ Add the Description Keys to add the Description as per the requirement and click on Save.

Manual Template

Manual Template Event set is an option for changing the default template used for creating Manual tickets for remediation.
Select Manual Template event as shown below.
Title Keys and Description keys can be added based on the requirement.

After Creating this Ticketing Template, navigate to that particular company’s Remediation Plan.
Select the item for which ticket to be created and click on Integration Action and then Short and Long description keys as required.
This template can be used in the Remediation Plan for both Short Description and Long Descriptions.

Manual Ticket Template can be used to Create and Update Tickets.

The description from Manual Template will be applicable to both Manual Action Template and Default Action Template. Once Selected Click on Next.

Enter all the required details and click on submit.

The description of the created/updated ticket will be displayed under the selected Integration portal based on the provided Title, Description, and keywords in the ticketing rules.

Font Formatting tools is not supported for Connectwise Integration.
Altering the font color is not supported for any of the PSA Integrations.

Click on delete to Delete the event form then event table and click on Save.

The description of the ticket will be displayed under the selected Integration portal based on the provided Title, Description, and keywords in the ticketing rules.

The description of the ticket will be sent through the mail based on the selected Email or CyberCNS SES Email Integration based on the provided Title, Description, and keywords in the ticketing rules.

If there is an error in the Template while adding keywords, it will display the default template data along with the Error message as an Exception while rendering the custom template. Please review the custom template displayed under the ticket description in the selected Integration portal/Email.

Refer to the video below for creating Templates for Tickets using the Ticketing Rules.

This completes the documentation of Ticketing Templates.