Setting General Ticket Information

Once a ticket is created, only the workflow stage owner can change the general ticket information, depending on their permissions. Workflow stage owners can have the following combinations of permissions: 

  • Ticket View permissions: Can view the ticket. 
  • Ticket View and Update permissions: Can view the ticket and change the general ticket information. 
  • Ticket View and Classify permissions: Can view the ticket and change the general ticket information, ticket priority, risk, and delete attachments. 

Ticket administrators only need Ticket View and Manage permissions to modify the ticket settings, regardless of their participation in the ticket workflow.The General tab on the Edit Ticket screen.

Updating any of the settings sends an email notification to the owner of a ticket. To avoid sending email notifications to the owner each time settings are updated, use the following property: com.agiliance.ticket.update.email.enabled=false

 Parameter Description
TitleIdentifies the ticket
DescriptionText description for the ticket
TypeTicket types include:
  • Entity Control Resolution
  • Incident Response
  • Risk Assessment Mitigation
  • Risk Assessment Remediation
  • Vulnerability Resolution
StatusCurrent workflow stage
Export StatusIndicates whether the ticket is linked to a remote ticket system, such as Remedy
CategoryLabel that you can run reports on
DispositionTicket disposition, as specified in Ticket Management Preferences
ProgressAllows workflow stage owner to set the progress of the stage
OwnerThe user who owns the ticket
Created TimeThe time when a ticket was created
StartBy default, the date the ticket is created
EndBy default, the date the ticket is closed
Planned StartDate when the ticket must begin. You can also select a date in the past
Planned EndDate within which the ticket must be completed
Exception Expiration DateExpiration date for exception
PriorityIndicates the importance of the ticket
RiskIndicates the risk exposure of the ticket