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Tickets

Tickets are OneProtect's canonical investigation work items. They are separate from outbound webhook delivery and from future Jira, ServiceNow, Freshdesk, Zendesk, or HaloPSA adapters.

What You Can See​

  • Ticket status, priority, assignee, owner, source, alert, and asset context.
  • Links to tenant-visible alerts, assets, evidence, delivery records, audit records, or external references.
  • Comments visible to the current role.
  • Audit-backed lifecycle events for creation, status changes, assignment, comments, and links.

Access Rules​

  • Operators can create tickets, update status, assign themselves, comment, and link tenant-visible records.
  • Tenant admins can perform operator actions and broader reassignment/closure actions.
  • System admins act only in explicit tenant context.
  • Auditors have redacted, read-only ticket access.
  • Auditor-visible comments pass through the shared redaction policy before display.

Current Actions​

  • Create a manual ticket with title, priority, optional description, and assignee.
  • Update status, priority, and assignee from ticket detail.
  • Add internal or auditor-visible comments.
  • Link alerts, assets, evidence, delivery records, audit records, or external references.

Current Boundary​

The Phase 1 console uses OneProtect ticket APIs for these actions. External ticket mirroring, SLA automation, bulk actions, alert triage workflow controls, and ticket export/download flows are future scoped work.