Assigning tickets

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

c. If forgot password, use forgot password page

d. If request for new SSL certificate, resend credentials and SSL certificate
from User Admin
18.SOC related tickets: Transfer to SOC Team
19.ASV related tickets: Transfer to Security Team
20.Free ASV related tickets: Transfer to Security Team
21.ControlCase Webinar recording: Send the link of the same webinar. If one
follows the instruction they will be able to view the recordings (E.g. #35339)
22.