Support Tickets

Manage internal support requests and track remediation work.

Overview

CyberOrigen includes Peppermint, an integrated ticketing system for:

• Internal security requests
• Remediation task tracking
• Vulnerability assignment
• Team collaboration
• Audit trail maintenance

Navigate to Tickets in the sidebar.

Ticket System

Built-in Ticketing

CyberOrigen includes Peppermint ticketing:

• Syncs with remediation tasks
• Links to findings
• Tracks work history
• Maintains audit trail

External Integration

Professional Feature

External ticketing integration requires Professional or Enterprise plan.

Connect to external systems:

• Jira: Bi-directional sync
• GitHub Issues: Create from findings
• ServiceNow: Enterprise ITSM
• Custom Webhook: Any system

See Integrations for setup.

Creating Tickets

From Dashboard

1. Go to Tickets → Create
2. Enter ticket details:
   • Title
   • Description
   • Priority
   • Type
   • Assignee
3. Click Create

From Finding

Create ticket from security finding:

1. Open finding
2. Click Create Ticket
3. Ticket auto-populates with:
   • Finding title
   • Description
   • Severity-based priority
   • Remediation steps
4. Assign and create

From Bulk Actions

Create multiple tickets:

1. Select findings
2. Click Bulk Actions → Create Tickets
3. Configure settings
4. Create all

Ticket Structure

Ticket Fields

Field	Description
ID	Unique ticket identifier
Title	Brief description
Description	Full details
Type	Category of work
Priority	Urgency level
Status	Current state
Assignee	Responsible person
Reporter	Who created it
Due Date	Target completion
Labels	Tags for organization

Ticket Types

Type	Description
Vulnerability	Security finding remediation
Task	General work item
Request	Access or change request
Incident	Security incident
Audit	Audit-related request

Priority Levels

Priority	SLA Target	Description
Critical	24 hours	Actively exploited, immediate action
High	7 days	Serious risk, address quickly
Medium	30 days	Moderate risk, planned work
Low	90 days	Minor issues, when convenient

Ticket Status

Status Types

Status	Description
Open	New, not started
In Progress	Actively being worked
Pending	Waiting on external input
Resolved	Work completed
Closed	Verified and closed

Status Flow

Open → In Progress → Resolved → Closed
            ↓
        Pending → In Progress

Working with Tickets

Ticket Detail View

View full ticket information:

• Description and context
• Related findings
• Activity history
• Comments and discussions
• Attachments
• Time tracking

Update Status

1. Open ticket
2. Click status dropdown
3. Select new status
4. Add optional comment
5. Save

Add Comments

Collaborate with team:

1. Open ticket
2. Scroll to comments
3. Add comment
4. @mention team members
5. Submit

Attach Files

Add supporting documents:

1. Open ticket
2. Click Attachments
3. Upload files
4. Files linked to ticket

Assignment

Assign to Team Member

1. Open ticket
2. Click Assignee
3. Select team member
4. Member receives notification

Assignment Rules

Professional Feature

Automatic assignment rules require Professional or Enterprise plan.

Set up auto-assignment:

• By finding category
• By affected system
• By team rotation
• By workload balance

Workload View

See team workload:

Team Workload

John Smith
████████████████████████░░░░ 12 tickets

Jane Doe
████████████████░░░░░░░░░░░░ 8 tickets

Mike Johnson
████████░░░░░░░░░░░░░░░░░░░░ 4 tickets

Linking

Link to Finding

Connect ticket to finding:

1. Open ticket
2. Click Link → Finding
3. Select finding
4. Relationship created

Benefits:

• Finding status syncs with ticket
• Evidence attached to both
• Complete audit trail

Link to Control

Connect to compliance control:

1. Open ticket
2. Click Link → Control
3. Select control
4. Work tracked for compliance

Link to Risk

Connect to risk register entry:

1. Open ticket
2. Click Link → Risk
3. Select risk
4. Treatment work tracked

SLA Management

SLA Tracking

Monitor time to resolution:

Ticket: SQL Injection - User API
Priority: Critical
SLA: 24 hours

Created: Jan 2, 10:00 AM
SLA Due: Jan 3, 10:00 AM
Time Remaining: 18 hours

Status: In Progress
Assignee: John Smith

SLA Alerts

Receive notifications:

• 50% of SLA time used
• 75% of SLA time used
• SLA breach imminent (4 hours)
• SLA breached

SLA Report

View SLA performance:

Priority	Total	Met SLA	Breached	% Met
Critical	5	4	1	80%
High	12	11	1	92%
Medium	28	27	1	96%
Low	45	45	0	100%

Filtering & Search

Quick Filters

• My Tickets
• Unassigned
• Overdue
• Critical/High priority
• Recently updated

Advanced Filters

Filter	Options
Status	Open, In Progress, Resolved, Closed
Priority	Critical, High, Medium, Low
Assignee	Team members
Type	Vulnerability, Task, Request, etc.
Created	Date range
Due Date	Date range
Labels	Any applied labels

Search

Search across tickets:

• Title
• Description
• Comments
• Attachments

Views & Boards

List View

Traditional ticket list with columns:

• Sortable by any field
• Customizable columns
• Bulk actions

Kanban Board

Visual board by status:

┌─────────────┬─────────────┬─────────────┬─────────────┐
│    Open     │ In Progress │   Pending   │  Resolved   │
├─────────────┼─────────────┼─────────────┼─────────────┤
│ ┌─────────┐ │ ┌─────────┐ │ ┌─────────┐ │ ┌─────────┐ │
│ │ TKT-101 │ │ │ TKT-098 │ │ │ TKT-095 │ │ │ TKT-092 │ │
│ │ SQL Inj │ │ │ XSS Fix │ │ │ Vendor  │ │ │ Patch   │ │
│ └─────────┘ │ └─────────┘ │ └─────────┘ │ └─────────┘ │
│ ┌─────────┐ │ ┌─────────┐ │             │ ┌─────────┐ │
│ │ TKT-100 │ │ │ TKT-097 │ │             │ │ TKT-091 │ │
│ │ Access  │ │ │ Config  │ │             │ │ IDOR    │ │
│ └─────────┘ │ └─────────┘ │             │ └─────────┘ │
└─────────────┴─────────────┴─────────────┴─────────────┘

Drag tickets between columns to update status.

Calendar View

View tickets by due date:

January 2026
──────────────────────────────────────────
Mon   Tue   Wed   Thu   Fri   Sat   Sun
                   1     2     3     4
                        [2]   [1]
  5     6     7     8     9    10    11
[3]   [1]               [2]

Reporting

Ticket Metrics

View key metrics:

Ticket Summary (Last 30 Days)

Created:    45
Resolved:   52
Open:       23
Avg Resolution: 4.2 days

By Priority:
Critical   ██ 2
High       ████████ 8
Medium     ████████████████ 16
Low        ███████████████████ 19

Trend Report

Track ticket volume over time:

Week	Created	Resolved	Net Change
W1	12	15	-3
W2	8	10	-2
W3	15	12	+3
W4	10	15	-5

Export

Export ticket data:

1. Apply filters
2. Click Export
3. Select format (CSV, Excel)
4. Download

API Access

# List tickets
GET /api/v1/tickets?status=open

# Get ticket details
GET /api/v1/tickets/{ticket_id}

# Create ticket
POST /api/v1/tickets
{
  "title": "Remediate SQL Injection",
  "description": "Fix SQL injection in user API",
  "type": "vulnerability",
  "priority": "critical",
  "assignee_id": "user_123",
  "finding_id": "finding_456"
}

# Update ticket
PATCH /api/v1/tickets/{ticket_id}
{
  "status": "in_progress",
  "notes": "Working on fix"
}

# Add comment
POST /api/v1/tickets/{ticket_id}/comments
{
  "body": "Fix deployed to staging"
}

See API Reference for full documentation.

Best Practices

1. Link Everything: Connect tickets to findings, controls, risks
2. Set Realistic SLAs: Base on severity and resources
3. Update Regularly: Keep status and comments current
4. Use Labels: Organize with consistent labels
5. Review Weekly: Triage and prioritize regularly
6. Track Metrics: Monitor resolution times
7. Automate: Use assignment rules and integrations