Importing Access Request Values from Other Tickets

This topic is intended for SecureChange handlers who are responsible for processing change requests.

Overview

When handling a ticket containing an Access Request field, you can search for Access Request fields in closed tickets and import the information into the current ticket. You can search by label and/or by other field values.

Importing tickets is only available if the import option has been enabled for the step in workflow configuration. This feature is not supported for the Segregated Domains Multi-Domain mode.

What Can I Do Here?

Import an Access Request field from Another Ticket

In an Access Request field, click Import...:
Select labels and/or type a search phrase, according to the Search Syntax. Click Search.
To add an Access Request from the search results, click: :
Click Close to go back to the ticket.

Access Request Search Syntax

When you search for an Access Request, you can enter search text and filter the results according to access request labels.

Use the logical operators OR and AND in a search to specify exactly what data to retrieve. The search looks for the text in all of the following access request fields: label, target, source, destination, service, action, ticket ID.

Enter <fieldname>:<text> to specify that an access request is matched only when occurring in a specific field:

label: <text> – Returns access requests with the specified text in the label field
target:<text> - Returns access requests with the specified text in the target field
source:<text> - Returns access requests with the specified text in the source field
destination:<text> - Returns access requests with the specified text in the destination field
service:<text> - Returns access requests with the specified text in the service field
action:<Accept/Drop/Remove> - Returns access requests with the specified action
ticketid:<number> - Returns access requests from the specified Ticket

For example:

Search text: (192.168.5.5 AND source:192.168.2.2) OR label:"label 2"

Result: Access Requests with 192.168.5.5 anywhere in the Access Request and 192.168.2.2 in the Source field, and access requests that are labeled with "label 2".