Ticketing System

It is very important to keep track of our triggered alerts to help us identify potential misconfigurations, attacks, or to know what was done to that particular alert.

Ticketing System

A ticket can be an alert, a complaint, a troubleshooting request or any requests. The objective here is to stick to the task at hand, and at the same time create an audit trail and accountability. Having a ticketing system satisfies Accounting/Auditing requirement among the AAA of cybersecurity.

osTicket

Some popular ticket system software are: Jira, Servicenow, FreshDesk, ZenDesk. An open-source ticketing system is osTicket, a product of Enhancesoft. It has the ability to customize fields, create ticket filters for routing purposes, assign and transfer tickets and the option to set an SLA. By integrating osTicket into our Techstack we can start to mimic a small SOC startup. I will be using the open-source free version of osTicket for this project.