About

In response to your valued feedback, we're excited to introduce a highly requested enhancement to the Vulcan Cyber Platform - Ticket Template Customization. We understand that vulnerability remediation is established when efficient communication happens. Through the Ticket Template Customization, you can shape the ticket content to match the organization's needs.

How?

Customizing a ticket is made easy by utilizing an array of available parameters and the flexibility of free-text input.

Support and Limitations

Ticket Customization is only applicable to tickets opened using the Unique Vulnerabilities table through the Take Action for one or multiple vulnerabilities, or generated automatically via Playbooks "Separated by Unique Vulnerabilities" and "Aggregate all Vulnerabilities".

Benefits

Use the organizational terminology

We know that each organization operates with its distinct terminology and processes. With the Ticket Template Customization feature, you're now in complete control. No longer restricted to generic content, you can communicate remediation tasks using your preferred language and terminology. Whether aligning content with your organizational structure, adapting to various asset types, or catering to specific team requirements, this feature places customization in your hands.

Flexibility

The Ticket Template Customization offers a modular ticket template, a canvas to customize to your heart's content. This enables you to create a template that resonates with your team, ensuring every remediation action is clear and actionable.

Better remediation communication

By customizing the ticket template to include selective vulnerability information and actionable content directly aligned with the organizational preferences, you can simplify the remediation process for your team and encourage prompt action.

Creating Ticket Templates

You can customize the default Vulcan template or create new ticket templates:

Go to your Vulcan Platform > Settings > Templates
Click on Create New Template or Duplicate an existing template.
- You can create as many templates as you want.
Add/remove parameters. Learn about all the available parameters and their availability across the ticket content blocks.
Modify the default template or start from scratch for tailored communication. In the template editor, you modify the content and apply custom styling, such as:
- Font size and font style (bold, italics, etc.).
- Text alignment (left, center, right).
- Colors for text and backgrounds to match your brand.
- Spacing and layout adjustments to customize how information is displayed.
Apply your desired styling by using the available formatting tools. Ensure that the styling aligns with your organizational branding guidelines.

Support Note: Ticket styling options are currently available for Jira, Azure, and Email platforms. Support for ServiceNow is not yet available.
Click Save or Discard Changes.
- For the Vulcan Default template, you can always reset to system defaults by clicking "Reset to system defaults".
Once you create a template, you can click the three dots on the template block to Duplicate it, Delete it, or Set it as default.

Use the template across platforms

When you’re ready to use the styled template, you can open tickets on Jira, Azure, or via Email and select the template you wish to use. The styling will be applied consistently across these platforms.

Ticket Parameters Description

Parameter	Return Value Description	Return Value Format and Example
Business Groups	The names of the business groups impacted by the vulnerability(ies) in the ticket	`BusinessGroupName1, BusinessGroupName2, Business GroupName3`.
Count of Assets in Ticket	The number of assets associated with the vulnerabilities in the ticket	`7`
Count of Unique Vulnerabilities in Ticket	The number of unique vulnerabilities associated with the ticket	`7`
Count of Vulnerability Instances in Ticket	The number of vulnerability instances associated with the ticket	`7`
Highest Risk Level	The highest risk level among the vulnerabilities listed in the ticket	`Critical`
One Asset Name	If the ticket has many assets, it displays the first name on the list.	`ivanti-client1`
One Vulnerability Name	If the ticket has many vulnerabilities, it displays the first name on the list.	`Apache HTTP Server mod_mime Buffer Overread`
Playbook Name	The playbook name (i.e., automation name) through which the ticket is generated.
Sender Name	The username of the person who opened the ticket or created the playbook	`chris@organization.com`
Smart Subject	Option 1: If the ticket contains one vulnerability and multiple assets, the `{{smart subject}}` parameter will display the return values of the following parameters: `{{count of assets in ticket}}` assets - `{{one vulnerability name}}` Option 2: If the ticket contains one asset and multiple vulnerabilities, the `{{smart subject}}` parameter will display the return values of the following parameters: `{{one asset name}}` - `{{count unique vulnerabilities}}` vulnerabilities Option 3: If the ticket contains multiple assets and multiple vulnerabilities, the `{{smart subject}}` parameter will display the return values of the following parameters: `{{count of assets in ticket}}` assets - `{{count unique vulnerabilities}}` vulnerabilities Option 4: If the ticket contains one vulnerability and one asset, the `{{smart subject}}` parameter will display the return values of the following parameters: `{{one asset name}}` - `{{vulnerability name}}`	Option 1: `5 assets - SQL injection` Option 2: `Vulcan.io-frontend - 6 vulnerabilties` Option 3: `5 assets - 6 vulnerabilities` Option 4: `Vulcan.io-frontend - SQL injection`
Soonest SLA	The date of the soonest SLA associated with the ticket, in `yyyy-mm-dd` format	`2023-05-23`
Ticket Max Score	The highest max score among the vulnerability instances listed in the ticket	`Max score` `100`
Vulnerability Header	Option 1: If the ticket contains one vulnerability, the `{{vulnerability_header}}` parameter will return the value: `vulnerability` Option 2: If the ticket contains two or more vulnerabilities, the `{{vulnerability_header}}` parameter will return the value: `vulnerabilities`
Remediation Work Form Link	A remediation work form URL will be generated for the user to view vulnerability instances and their details through the remediation ticket and submit an exception request for part or all instances.	`https://tenantname.vulcancyber.com/#/report/remediation-form?ticket=5o675yqc8`
SLA Policy Configuration	The details of the SLA policies associated with the vulnerabilities in the ticket	`Global SLA policy Critical 1 , High 2 , Medium 3, Low 7, Nonne 14` `Policy name1 Critical 3 , High 4 , Medium 10, Low 20, None 14` `Policy name2 Critical 5 , High 4 , Medium 7, Low 24, None 14` `Policy name3 Critical 7 , High 6 , Medium 15, Low 20, None 14`
Affected Assets	A list of the assets affected by the vulnerability Each asset type has its own type of return value. If the associated assets are up to 10, the ticket content displays the asset names. If more, only 5-6 names are included in the ticket body. The rest of the assets list is in the ticket CSV attachment.	`Affected Hosts` `- ivanti-client1 10.100.100.5` `- <Asset name 2>` `- <Asset name 3>` `- <Asset name 4>` `- <Asset name 5>` `+ 56 assets, information attached to excel` `Affected Code projects` `(``Repository/Code project``)` `-Repository/minisites/kidsweek13/includes/global.php` `- Repository/onlinetests/college/includes/global.php` `- Repository/images/gamesandmobile/clueoftheday/index.php` `- Repository/includes/global.php` `- Repository/onlinetests/affiliates/alreadyregistered.php` `+ 1234 code projects, information attached to Excel` `Websites` `- https://exampleurl.com` `- <URL 2>` `- <URL 3>` `- <URL 4>` `- <URL 5>` `+ 420 website URLs, information attached to Excel` `Affected images` `- 1971875867850.dkr.ecr.us-east-2.amazonaws.com/beyond/audit-dal@sha256:460c56e069a5` `- <image 2>` `- <image 3>` `- <image 4>` `- <image 5>` `+ 378 images, information attached to Excel` `Affected Cloud Resources` `- arn:aws:s3:::accountatest` `- <cloud resource 2>` `- <cloud resource 3>` `- <cloud resource 4>` `- <cloud resource 5>` `+ 393 cloud resources, information attached to Excel`
Affected Vendor	The name of the vendor affected by the vulnerability	`Mozilla`
Attack Vectors	A list of the attack vectors threat tags associated with the vulnerability If there is no attack vector, the following will be displayed: `No attack vector found`	`Attack vector` `Remote` `Unauthenticated`
CVEs	A list of CVEs associated with the vulnerability, including hyperlinks to the CVE details published on the National Vulnerability Database website	`CVEs` `- CVE-2019-11708` `- CVE2` `- CVE3` `- CVE4` `- CVE5`
Vulnerability CVSS Score	The CVSS score of the vulnerability	`CVSS score` `9`
CWEs	A list of CWEs associated with the vulnerability	`CWEs` `- CWE-20` `- CWE-22`
Vulnerability Description	A description of the vulnerability	`Vulnerability description` `Insufficient vetting of parameters passed with the Prompt:Open IPC message between child and parent processes can result in the non-sandboxed parent process opening web content chosen by a compromised child process. When combined with additional vulnerabilities this could result in executing arbitrary code on the user's computer. This vulnerability affects Firefox ESR < 60.7.2, Firefox < 67.0.4, and Thunderbird < 60.7.2.`
Exploitability List	A list of exploitability threat tags (Intelligence Threat Tags) associated with the vulnerability	`- Exploitable` `- Malware` `- Weaponized`
High Impact Assets Tag	A list of high-impact asset tags associated with the assets in the ticket	`16 High impact tags` `- Production` `- External Facing` `- tag3` `- tag4` `- tag5` `+ 11 tags`
Vulnerability Max Risk Level	The highest risk level among the vulnerability instances of the unique vulnerability	`Maximum risk level` `Critical`
Vulnerability Max Score	The highest risk score among the vulnerability instances of the unique vulnerability	`Maximum score` `98`
Vulnerability Name	The name of the vulnerability	`SQL Injection`
Remedies	A description of the available remedies available for the vulnerability. Note: All the relevant remedies are attached in a CSV file to the ticket.	If multiple vulnerabilities are in the same ticket, only the number of remedies is mentioned: `Remedies` `6 remedies available in Vulcan` If only one vulnerability in the ticket, up to 10 remedies can be included in the body of the ticket: `The Remedies ---------------------` `1. Fortify Recommendations for Insecure Deployment: Unpatched Application` `Vendor: Unknown` `Description: Since currently there is no known information about this vulnerability, the recommendation is to remove this file if it is not needed for the production server.` `Reference: CVE: None` `CheckName: HTTP-ALL-WEBLOG` `2. X Recommendations for <Vulnerability>: <remedy description>` `3. ....`
Vulnerability Tags	A list of the tags associated with the vulnerability.	`Vulnerability tags` `tag1, tag2, tag3, tag4, tagn`
Vulcan Link	A URL to vulnerability details on the Vulcan Platform.	`See in Vulcan <https://tenantname.vulcancyber.com/#/app/vulnerabilities?vuln=1727634>`

Ticket Parameters Availability

There are various parameters available in the ticket customization template. Some parameters can be used in specific blocks in the ticket template, while others can be used in several blocks. The table below summarizes the entire list of parameters and where they can be used in the ticket template.

Parameter	Ticket summary/ email subject	Description Header	Vulnerability repeatable block	Description Footer
Business Groups	✓	✓		✓
Count of Assets in Ticket	✓	✓		✓
Count of Unique Vulnerabilities in Ticket	✓	✓		✓
Count of Vulnerability Instances in Ticket	✓	✓		✓
Highest Risk Level	✓	✓		✓
One Asset Name	✓	✓		✓
One Vulnerability Name	✓	✓		✓
Sender Name	✓	✓		✓
Smart Subject	✓	✓		✓
Soonest SLA	✓	✓		✓
Ticket Max Score	✓	✓		✓
Vulnerability Header	✓	✓		✓
Remediation Work Form Link		✓		✓
SLA Policy Configuration		✓		✓
Affected Assets			✓
Affected Vendor			✓
Attack Vectors			✓
CVEs			✓
Vulnerability CVSS Score			✓
CWEs			✓
Vulnerability Description			✓
Exploitability List			✓
High Impact Assets Tag			✓
Vulnerability Max Risk Level			✓
Vulnerability Max Score			✓
Vulnerability Name			✓
Remedies			✓
Vulnerability Tags			✓
Vulcan Link			✓

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