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ITSM & Ticketing

ITSM platforms (such as Jira, ServiceNow, or ServiceDesk) are often the primary systems of record for operational work. Compliance Engine integrates with these tools so that violations can be tracked as tickets.

Capabilities​

Using Cloudaware integrations, you can:

  • Create tickets when new violations are detected or when existing ones meet certain criteria (for example, severity or age).
  • Update tickets when findings change status (for example, incompliant → compliant, or out of scope).
  • Maintain bi‑directional links between tickets and findings for easy navigation.

ITSM integrations build on the same patterns used elsewhere in Cloudaware, so you can reuse existing connectors where applicable.

Implementation Patterns​

Common approaches include:

  • One ticket per violation for high‑risk controls.
  • One ticket per asset for aggregating related violations.
  • One ticket per remediation campaign for large‑scale efforts (for example, closing all violations for a new standard).

Tickets can include:

  • Policy name, description, and framework mapping.
  • Asset identifiers and ownership.
  • Severity, timestamps, and links to dashboards or detailed views.

See Ticketing for more on how tickets fit into remediation workflows.