Review a Ticket

After a ticket has been created, a separate person within an organization must review the requested changes, and either approve or reject the changes, or request more information on a ticket before approving it. To review a ticket, complete the following steps.

If you claimed the ticket (the most common use case), review the workflow plan, and then click one of the following:

• Assign—from the Assign list, select to whom you want to assign the ticket. (You will remain in Design task until you click Complete against the ticket.)
• Unassign—unassigns the ticket from you and reverts it back to Assign / Claim status.
• Cancel Ticket—if you click Cancel, the ticket will be canceled and it will move to Complete in workflow.
• Reject—if you click Reject, the ticket will move back to Design task in workflow.
• Approve—if you click Approve, the ticket will move to the Implement task in workflow.

To review a ticket, complete the following steps.

1. On the toolbar, click Tickets.

2. Select a ticket in the Review task from the list.
3. Click Assign > Assign to Me.
4. Review the proposed changes.
   1. Open the Analysis tab.
      • Click the arrow beside a requirement to expand list the requirement details and changes.
      • Click Show to view additional information about impacts of the proposed change.
   2. Open the Change Plan tab.
      • Clear the System Notes check box to hide all components of the change plan that do not require implementation from the device.
   3. Open the Comments, Attachments, Task History or Ticket History tabs to review relevant ticket information.
5. After reviewing, go back to the Analysis tab.
6. For each requirement, click either Approve or Reject. If you reject a requirement, enter a comment explaining your reasons for the rejection.
7. Select one of the following options.
   • If the requested changes are correct, click Approve at the top of the page.
   • If one or all of the changes are incorrect, or more information is needed, click Reject at the top of the page.

If you clicked Approve, the ticket is moved to the Implement task in the workflow. If you clicked Reject, the ticket is rerouted back to the Design task of the workflow, where the ticket designer can rework the requirements.

Projected Device Impact

Value	Description
Device	The device selected for the requirement.
Proposed Rule Changes	The number of rule changes to be made.
Affected Rules	The total number of rules that will be directly or indirectly impacted for the device if the changes are implemented.
Control Failures	The number of controls that will begin failing if the changes are implemented.
SCI Change	The impact to the Security Concern Index (SCI) score if the changes are implemented. SCI is a metric that tracks the ratio of failed control severity in a network—found by comparing the number of passed controls to the number of failed controls—to the total control severity in the network. You can use the SCI to analyze whether you have a relatively high number of failed controls, or a relatively low number of failed controls.
Device Complexity Change	The impact to the Device Complexity Score if the changes are implemented. It is a percentage that measures the complexity of a device's firewall rule configuration. Every new component a network administrator adds to a network - such as a group member, host, network, or service - adds to the device complexity. The higher the device complexity, the greater the risk of a configuration error
Average Rule Risk Change	The impact to the Average Rule Risk Score if the changes are implemented.
Details	Click Show for a visual display of the impacts.