Create an ITSM ticket for the risks in your organization

When your IT service management (ITSM) solution is integrated with Arctic Wolf®, you can create one to five ITSM tickets for each risk in the Unified Portal. A ticket can apply to a single risk or to multiple risks.

Note: Currently, two-way ticket synchronization between your ITSM solution and the Unified Portal does not exist. Arctic Wolf does not have access to the status of your ticket in your ITSM solution. For example, we don't have access to the ticket owner or the current ticket status. This means that if you close a ticket in your ITSM solution, the ticket is not closed in the Unified Portal.

Arctic Wolf does not have access to the status of your tickets in your ITSM solution. Status changes to ITSM tickets in the Unified Portal are based on what the Managed Risk scan discovers. If a scan determines that a risk no longer exists:

  • Managed Risk changes the risk Status to Resolved.

  • The risk no longer appears in the Risks table (by default).

  • The risk is no longer included in the Risk Score.

These actions are required:
  1. Sign in to the Arctic Wolf Unified Portal.
  2. In the navigation menu, click Managed Risk > Risks.
  3. Select the checkbox of each risk that you want to create an ITSM ticket for.
  4. Do one of these actions:
    • Click Create ITSM Ticket.
    • In the Actions column, click > Create ITSM Ticket.
      Note: Create ITSM Ticket is not available if a selected risk currently has five tickets associated with it because this feature allows a maximum of five tickets for each risk.
  5. Choose whether to create one ticket for all selected risks or one ticket for each risk.
  6. Click Create.
For each risk in the ticket, the ITSM Ticket Status column has an Initiated status. When the ticket is available in your ITSM solution and assigned based on your internal routing rules, the ITSM Ticket Status column has a Created status and the ITSM Ticket ID column has the ticket ID with a link.