what option would you use to open a ticket in Jira Incident or Problem

[Zuhair Alhussain]

Hello everyone my question is, what a newly established Security Operations Center (SOC) team would use when opening a ticket in Jira based on a received alarm for below examples:

Login failure

Hardware dish issue

Suspicious login attempt

User account with admin rights locked out

User is logged in from outside the country

This would be in Jira service management tool would you pick this activity as an incident or as a problem

[Mikael Sandberg · Accepted solution]

Hi @Zuhair Alhussain,

Welcome to Atlassian Community!

ITIL defines a problem as "a cause or potential cause of one or more incidents". Incidents are the affect of a problem.

So the examples you listed would all be incidents and then you would create a problem in order to investigate why these incidents happened. 

Check out this resource for more information.

[Zuhair Alhussain]

Thank you for the response, this sound about right for our team.