Ticketing Rules define reusable templates that preconfigure default values and required user input fields for each ticket. They ensure consistency across tickets and streamline both manual and automated ticket creation, saving time and reducing errors.
Follow this procedure to create a ticketing rule.
Step 1: Start a New Ticketing Rule
Go to Exposure Management > EM Settings > Ticketing Rules and click Create Rule.
Enter:
A Rule Name
The Exposure Type (e.g., Asset Vulnerabilities)
Step 2: Select the Ticketing System and Instance
Choose:
Ticketing System: ServiceNow Ticketing
Instance: the applicable integration (e.g., NOW_ITSM_Edit)
This supports environments with multiple ServiceNow instances or segmented workflows.
Step 3: Configure Ticket Fields
Select field values from ServiceNow’s live catalog:
Description, Short Description, Caller etc.
Additional fields like Impact, Urgency, Priority and other dependent fields like Category -> Subcategory etc.
Dropdowns are dynamically populated to reflect current values, ensuring only valid configurations are available at ticket time.
Step 4: Control Field Visibility and Behavior
Note that fields can be:
Required or Optional (per ServiceNow configuration)
Hidden or Displayed for the user during ad-hoc ticket creation (per toggle setting, ON = Displayed)
This allows teams to reduce UI clutter while still enforcing data completeness.
Step 5: Review and Finalize the rule
Balbix provides a comprehensive summary showing:
All configured fields
Field behaviors and values
Dropdown mappings and defaults
Once confirmed, the rule becomes available for ticket creation (manual or automated).
See Also: