Security Requests

Service Requests related to Security Operations raised by Self Service users are displayed in the Security Requests workspace. The owner assigned to the Security Request is responsible to fulfill the request. Although in most cases Security Requests are created by users from the Self Service portal using the Security templates, they can also be created from the Security Requests workspace.

Creating a Security Request

1.From the workspace menu, select Security Requests.

2.Click New.

3.Enter information into the fields:

•Customer, Requested By, Description, Team, and Owner.

•Status - Initially it is Active, change it as Security Request progresses through the different stages until it is finally fulfilled.

4.Select a template by either sorting by a category or searching by a keyword in the Find Template bar.

5.Click Save.

Tabs in Security Requests

•Details - Add journals, notes, and comments.

•Activity History - The history of all emails is displayed here. Includes emails you've sent to users, as well as system-generated emails.

•Approval - Create new or link existing approvals to the Security Request.

•Security Incidents - Create new or link existing Security Incident to the Security Request.

•Tasks - Based on the workflow, tasks are automatically added to the Security Request, however, you can add additional tasks as required. You have to complete the tasks to fulfill the request. Other actions you can perform for Task are - Accept, Reject, Cancel, Reassign, Waiting, Continue, and Complete.

•External Tasks - Create tasks or link existing tasks to the Security Request that needs to completed by an external team.

•Fulfillment Item - Add items that are used to fulfill the Security Request.

•Cost Item - The cost of fulfilling the Security Request is managed in this tab. You can either add cost item from the existing list or create a new cost item.

•Attachment - Attach files or add URLs.

•Escalation Watch - All escalations records are displayed.

•Workflow Instance - Displays the workflow used for Security Incident. You can Abort, Pause, and Resume the workflow.

•Audit History - Displays the important changes made to the Security Request such as when the Summary or Description is modified, and when the Status is updated.