Overview
Create tickets for existing findings in Jira, ServiceNow, or any other ticketing tool connected through Workflow Automations, and track them directly from the Findings page.
Create Tickets in Bulk: Open tickets for up to 450 findings in a single action, from the Findings page or the right-hand pane.
Track Tickets & Coverage: View ticket IDs on each finding and filter findings by whether they have a ticket.
Requirements for ticket creation
Workflow Automations must be enabled for your organization, which requires accepting the Workato terms and conditions. See Workflow Automations - Connecting Cye Exposure Management Platform to Workato.
You must have an active Workato recipe with the trigger Open ticket for an existing finding. This recipe runs when you click Create ticket. If several recipes with this trigger are active, all of them run.
The finding must be shared with Anyone with permission
All finding statuses are eligible for ticket creation
Findings that already have a ticket are skipped.
If no active recipe is available, the Create ticket option is disabled. Hovering over it shows No integrated ticketing system.
How to create tickets
You can create tickets either from:
The main Findings page: select findings, then use the Create ticket icon in the toolbar.
The right-hand pane: open a finding, click the menu icon, and select Create ticket.
You can create tickets for up to 450 findings in a single action.
Ticket status and progress
A pop-up shows how many findings tickets will be created for, and confirms that the process has started.
The status of ticket creation appears via an on-screen progress indicator
Ticket creation takes a few seconds, depending on the number of findings. When it finishes, the new tickets appear in your ticketing system, and each finding shows a link to its ticket (see Viewing ticket details).
Findings with existing tickets will be excluded from the creation process:
Viewing ticket details
To display Integration ticket IDs on the Findings page, enable the column in Column Settings:
Ticket IDs also appear in the Project tab in the right-hand pane
These ticket IDs are clickable and open the ticket in your ticketing system:
Filtering by ticket status
Use the Findings page filters to sort findings by ticketing status:
With a ticket: Includes all findings linked to a ticket
Without a ticket: Shows findings without any ticket linked:
Wrap-up / Next Steps
Set up a ticketing recipe: Follow Workflow Automations: How-To to connect your ticketing tool and build a recipe with the Open ticket for an existing finding trigger.
Create tickets: Select findings on the Findings page and click Create ticket.
Track coverage: Enable the Integration ticket IDs column and filter by Without a ticket to find findings that still need one.