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Processing a Task
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This topic is intended for SecureChange handlers who are responsible for processing change requests. |
Overview
Once a task is assigned to a handler, it appears in Tickets. Click 
to refresh the list of tickets. You can also use the advanced search to focus on specific tickets.
About the Workflow
When you open the ticket, the focus is on the task, in the step, in the ticket.
Changes to the ticket are saved only when you click Done to move the ticket to the next step in the workflow, or when you click Save to keep your changes without moving the ticket to the next step.
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In Rule Recertification, Rule Decommission and Rule Modification workflows, removing all of the rules under a device removes the device from the ticket.
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In Rule decommission tickets, once provisioning is run for any of the devices, the rules list is locked for editing and the Remove selected rules option is disabled.
Permissions
Depending on your permissions, you can enter information into the fields that are configured for the workflow.
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You must at least enter information into the mandatory fields before you click Done to move the ticket to the next step. For example, in the Access Request field you must configure a flow of traffic that you want to request. Other fields let you select from network or service objects in firewall policies that are monitored by SecureTrack.
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You can select a previous step and click
to redo the step. This is helpful if you think that a previous task was not done correctly.
Auto Steps
If the next step is an auto step, then after clicking Done, the next step runs automatically. Automatic steps have an "A" is displayed in the step tab.
While the auto step is running, you can view the workflow steps, but you cannot run tools or edit any fields. When the auto step finishes successfully, the workflow automatically moves to the next step. If the auto step fails, it stops and is assigned for manual operation to the users selected in the auto step's Assignment tab.
Ticket Toolbar Options
In the ticket toolbar, the options include:
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Number |
Item |
Description |
|---|---|---|
| 1 | Status |
Status of the ticket. Possible values include:
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| 2 | Related Ticket | Click the link to open the related ticket attached to the request. |
| 3 | Attachments |
View attachments that were submitted with the ticket. |
| 4 | Priority |
Change the ticket's priority to help handlers understand the urgency of the tasks. Possible values include:
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| 5 | Reassign | Reassign the current task to another handler. |
| 6 | Information Request |
Send an information request to any Local SecureChange or LDAP SecureChange user:
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| 7 | Additional actions |
These actions include:
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