Ticketing Platform from SOC

[Shawn Bofinger]

We have a Security Operations Center (SOC) that monitors a client SIEM and when any threats are detected in the environment the SIEM creates an Alarm.

From there our SOC Analyst create a ticket that contains information about the alarm. This ticket then gets sent to the client where they can respond to it by replying to the email and it auto updates the ticket in the platform. When creating a ticket there is a section for Client name and when that is selected it auto pulls the contacts for that clients and put its in the ticket to email.  

Can this workflow also work for Jira Service Management? We signed up for the trial to test and check out the platform but this work flow does not seem straight forward for this platform. 

[Benjamin Paton]

Hey Shawn, 

Glad you are evaluating Jira Service Management. 

Looking at your process, it seems like you want to use Organisations inside of JSM. An organisation is a group of Customers. When you create a request, you can add an Organisation to this ticket. You could setup an automation that would notify the members of that organisation that the ticket has been created.

You will have a lot of options with Organisations, workflows and automations.

I hope this helps. 

Cheers, 

Ben.