Creating a Ticket
Users can create remediation tickets directly from the Findings page by selecting one or more findings and clicking Create Ticket.
During ticket creation, you can choose the ticket type, define how findings should be grouped, provide ticket details, and optionally synchronize the ticket with an external ITSM platform.
Notes
A Consolidated ticket can include a maximum of 10,000 findings.
Individual ticket creation supports up to 500 findings in a single operation (one ticket is created for each finding).
A Bulk Remove from Ticket operation supports up to 10,000 findings across a maximum of 500 tickets.
Ticket titles must contain 1 to 256 characters.
Ticket progress is refreshed periodically and is not updated in real time.
Follow these steps to create a remediation ticket using a predefined Ticketing Rule.
Navigate to Findings.
Select one or more findings for which you want to create a remediation ticket.
Click the More Actions (⋮) menu and select Create Ticket.
On the Create Ticket page, choose one of the following options:
Create from Ticket Rule – Uses a predefined Ticketing Rule to automatically populate ticket details.
Create Manually – Allows you to manually configure all ticket fields.
If you selected Create from Ticket Rule, choose the appropriate Ticketing Rule from the available list.
Review the pre-populated ticket details. You can modify any field, if required, before creating the ticket.
Click Create Ticket.
The ticket is created successfully and is available under Projects > Tickets, where you can track its progress and manage remediation activities.
Ticket Types
Select the appropriate ticket type based on where you want to manage the remediation process.
Ticket Type | Description |
|---|---|
Internal | Creates a ticket that is managed entirely within SAFE CTEM and assigned to SAFE users. |
External | Creates a ticket in an external ITSM platform such as ServiceNow ITSM, or ServiceNow RITM, while synchronizing the ticket status back to SAFE CTEM. |
Grouping Options
Choose how the selected findings should be organized into tickets.
Grouping Option | Description |
|---|---|
Consolidated | Groups all selected findings into a single ticket. Supports up to 10,000 findings per ticket. |
Individual | Creates a separate ticket for each selected finding. Supports up to 500 findings (up to 500 tickets in a single operation). |
Ticket Information
When creating a ticket, provide the required details based on the selected ticket type.
Common fields include:
Title
Description
Priority
Assignee
Due Date
Tags
For External tickets, additional fields such as the Integration and Ticketing Rule are displayed. SAFE dynamically shows the relevant fields based on the selected ticket type.
Duplicate Ticket Prevention
To prevent duplicate remediation efforts, SAFE does not allow a finding that is already associated with an open ticket to be linked to another open ticket. If any selected finding already has an active ticket, the system displays an error message and prevents ticket creation.
Findings CSV Attachment
Every ticket includes an automatically generated Findings CSV containing all associated findings.
Internal Tickets: The CSV is attached to the SAFE ticket for reference.
External Tickets: The CSV is automatically uploaded to the corresponding Jira or ServiceNow ticket, enabling remediation teams to access detailed finding information without logging into SAFE CTEM.