Handling Rejected Tickets

SecureApp shows all tickets that are open for connection changes, including tickets that were rejected. For rejected tickets, the requested changes are not implemented in the relevant firewall policy, but SecureApp shows the changes to the connection as if they were implemented. You can click on the number of rejected tickets to see the list of tickets with links to each ticket in SecureChange, and an information tooltip that shows the reason for the rejection.

When a ticket is rejected you can:

  • Revert the changes that were made in the connection so that the connection does not show changes that were not implemented.
  • Reapply the changes to the connection so that you can modify the changes and submit them in the next ticket that you create.
  • Ignore the rejected ticket and keep the changes in the connection even though they were not implemented.

You can revert or reapply changes that impact the connection traffic, including added or removed resources, group membership, and changed resource details except for the resource name and comment. You cannot revert or reapply the changes if a resource in the ticket was deleted, the changes were already reverted manually, or the details of a resource in the ticket were changed after the ticket was submitted.

To handle rejected tickets:

  1. Click on and select the rejected ticket that you want to handle.

    The changes that were requested in the rejected tickets are shown.

  2. Review the changes that were requested in the ticket and click Reason to see the reason for the rejection.
  3. To handle the rejected changes, click either:
    • Ignore rejection - Leaves the change in the connection. Because the change was rejected and not implemented in the firewalls, the connection does not accurately show the access allowed by the firewalls.
    • Revert changes - Returns the connection to the state it was in before you submitted the ticket.
    • Reapply changes - Reapplies the changes in the ticket to the connection so you can modify and re-submit the changes in a new ticket.

After you handle the rejected ticket, SecureApp does not notify you again of the rejected changes from the ticket.