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Ticket Assignment
Ticket Assignment
1. ControlCase SIEM Alert | ... : Skip these tickets. These will be picked up by
monitoring team.
2. Pending Assessment ASV ControlCase activity: Transfer ticket to Security
testing team
3. Pending Assessment External PT ControlCase activity: Transfer ticket to
Security testing team
4. Pending Assessment Application PT ControlCase activity: Transfer ticket
to Security testing team
5. Pending Assessment Firewall Review ControlCase activity: Transfer ticket
to Security testing team
6. Pending Assessment FIM ControlCase activity: Transfer ticket to SOC
team
7. Pending Assessment Logging and Monitoring ControlCase activity:
Transfer ticket to SOC team
8. Pending Assessment PCI DSS Training ControlCase activity: Assign to
team member
9. Pending Assessment Policy and Attestation ControlCase activity: Assign
to team member to follow up with QSA
10.Pending Assessment Risk Assessment ControlCase activity: Transfer
ticket to PMO
11.Pending Assessment CDD ControlCase activity:
a. Customer is having Appliance: Transfer ticket to SOC team. SOC team
will check the appliance connectivity and then return the ticket to
Support team
b. Customer is not having Appliance: Assign to team member
12.Pending Assessment Internal VA ControlCase activity:
a. Transfer ticket to SOC team. SOC team will check the appliance
connectivity and then transfer the ticket to Security testing team
b. Customer is not having Appliance: Transfer the ticket to Security team
13.Pending Assessment Internal PT ControlCase activity:
a. Transfer ticket to SOC team. SOC team will check the appliance
connectivity and then transfer the ticket to Security testing team
b. Customer is not having Appliance: Transfer the ticket to Security team
14.Pending Assessment PCI_Evidence_Tracking_SAAS: Assign to team
member
a. Perform portal QA and Evidence collection if not done
b. Create 3 tickets for teas teams
c. Create security affirmation checklist for PMO and assign this ticket to
her
15.Pending Assessment - ContractEndDate: Close ticket
16.Pending Assessment Client activity: Close ticket
17.Portal Access Client/Consultants/Employees: Assign to team member
a. If new user, provide access from Settings tab
b. If existing user, resend credentials and SSL certificate from User Admin