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Ticketing

Many organizations use ITSM tools as the system of record for work. Compliance Engine integrates with these systems so that violations can become tracked tasks with ownership and due dates.

Supported Patterns​

Using Cloudaware’s integrations, you can:

  • Create tickets (for example, Jira issues, ServiceNow incidents) when new violations are detected.
  • Update ticket status when findings change (for example, when violations become compliant or out of scope).
  • Link findings and tickets so owners can move between systems easily.

See ITSM & Ticketing for integration details.

Mapping Findings to Tickets​

Common mapping strategies include:

  • One ticket per violation – precise tracking, best for critical controls.
  • One ticket per asset – cluster multiple related violations on a single resource.
  • One ticket per campaign – group a set of findings into a remediation project.

You can include in tickets:

  • A description of the control and why it matters.
  • Key fields from the finding (asset identifiers, severity, timestamps).
  • Links back to Cloudaware for full context.

SLA and Reporting​

Once tickets are created, you can:

  • Apply ITSM SLAs (for example, resolve high‑severity violations within a defined timeframe).
  • Report on compliance remediation alongside other operational work.
  • Use ticket status to feed back into Compliance Engine dashboards and KPIs.