implementing-ticketing-system-for-incidents

# Implementing Ticketing System for Incidents ## When to Use Use this skill when: - SOC teams need to formalize incident tracking beyond SIEM notable event management - Compliance requirements mandate documented incident lifecycle with timestamps and audit trails - Multi-team coordination requires ticket-based workflows with assignment and escalation - SLA tracking needs automated measurement of response and resolution times - Post-incident reviews require structured data for trend analysis and reporting **Do not use** for individual alert triage — ticketing is for confirmed incidents requiring multi-step investigation and remediation, not every SIEM alert. ## Prerequisites - Ticketing platform: ServiceNow ITSM, Jira Service Management, or TheHive - SIEM integration capability (REST API, webhook, or SOAR connector) - Incident classification taxonomy (categories, severity levels, escalation paths) - On-call rotation schedule for analyst assignment - SLA definitions aligned to incident severity ## Workflow ### Step 1: Define Incident Classification Taxonomy Establish standardized incident categories and severity: ```yaml incident_taxonomy: categories: - malware_infection - phishing_campaign - unauthorized_access - data_exfiltration - denial_of_service - ransomware - insider_threat - vulnerability_exploitation - account_compromise - policy_violation severity_levels: critical: definition: "Active data breach, ransomw...