Complete Ticket Details

After a ticket is created, the requester can fill in the remaining fields for the ticket.

You can click Save to save entered data and return at a later time to finish completing the ticket.

1. On the toolbar, click Tickets.

2. On the ticket table, click on a ticket that you just created or is in the Edit Request or Design task.

3. Click Assign > Assign To Me. Or you can click Assign to User to select a specific user from the list, and then click Assign.

The ticket is assigned to you. You now have editing privileges.

4. Complete the General Information section. Required fields are marked with a red asterisk.
   1. If necessary, in the Summary box, edit the text that summarizes what the ticket will accomplish.
   2. The Requester Name and Requester Email fields populated by the user who initially created the ticket.
   3. Optional. In the Notes box, type additional comments to explain the ticket.
   4. Optional. In the Carbon Copy box, type the email addresses, separated by semicolons, of any users you want to be notified of the ticket when it is created.
   5. In the Application Name box, enter the name of the application to which the ticket grants access.
   6. In the Application Owner box, enter a user in an organization who is affiliated with the specified application.
   7. In the Priority drop-down, select Low, Medium, or High to set the ticket priority.
   8. In the Due Date box, select the date the ticket is due to be completed.
   9. In the Tags drop-down, select a tag from the list to apply. If no tags exist or do not meet your need, go to the Tag Library to create one.
   10. In the Business Need box, type the reason that access is required, such as "New employee needs access to account software."
   11. Optional. In the Customer box, type the name of the customer the ticket is for.
   12. Optional. If the customer has their own ticketing system, enter the ticket ID in the External Ticket ID field for the customer's external ticket that is affiliated with the Policy Planner ticket.
   13. For Device Group, you can select a device group for rule recommendation to run against. Additional requirements can have a different device group selected or will use this selected device group.
5. On the Change Plan tab: 
   1. Click Add Requirement. Or you can import requirements or import from an existing ticket.
   2. Select a requirement type:
      • Add Connectivity: used to grant new access
      • Clone Server: used to find rules configured for one server and clone access for additional servers
      • Remove Connectivity:used to remove previously granted access
      • Decommission Server: used to find rules and objects for specified servers and remove access
      • Manage Object: used to for object changes
6. Optional. To save the current state of the ticket and return to it later to complete and submit, click Save.
7. Click Submit when ready to continue to the next task.

All requirements must have a change associated with it.

Add Connectivity

In the Add Connectivity requirement section, complete the following steps.

1. In the Sources box, type the IP addresses or network objects that are the sources of the access.
2. In the Destination box, type the FDQN. IP addresses or network objects that are the destinations of the access.
3. In the Service box, type the protocol/port or service objects used for access.

If the Source, Destination, or Service fields include an invalid hostname, IP address, or FQDN, the system will display a red, dotted-lined border around the invalid input.

4. In the Action drop-down, select Accept or Drop.
5. Optional. In the Expiration Date box, type the date the requirement for the access expires.
6. Optional. In the Users box, type any users affiliated with the requirement.
7. Optional. In the URL Categories box,
8. Optional. In the Applications box, type any application in a company that might be affiliated with the access.
9. Optional. In the Security Profile box,
10. Optional. In the Review Date box, type the date to review that the requirement has expired.
11. Optional. For Device Group, select a device group for rule recommendation to run against for this specific requirement. This device group will override the device group set, if any, in the General Information section. Additional requirements can have a different device group selected or will use the device group listed in General Information.
12. Change Plan: Select the System Notes check box to show all components of the change plan that do or do not require implementation from the device.
13. Click Save.

Clone Server

In the Clone Server requirement section, complete the following steps.

1. In the Server to Find and Clone box type the IP address of the server that will be cloned.

Use a comma to separate multiple servers.

2. In the New Server Addresses box type the IP address of the new server.

Use a comma to separate multiple servers.

3. Enter a brief description for the requirement.

4. Click Save.

Remove Connectivity

In the Remove Connectivity requirement section, complete the following steps.

1. In the Description box, type a description for the remove connectivity requirement.
2. Click Save.

Decommission Server

In the Decommission Server requirement section, complete the following steps.

1. In the Addresses to Decommission box, type the IP address of a server to decommission.

Use a comma to separate multiple servers.

2. Enter a brief description for the requirement.

3. Click Save.

Manage Object

In the Manage Object section, complete the following steps.

1. In the Description box, type a description for the new native object change requirement.
2. Click Save.