Closing ticket externally would also close an incident in Argus

[podliashanyk]

Is your proposal related to a problem?

Per now if automatic ticket generation is supported in Argus, this integration works mostly one way - from Argus to the ticket system. Closing a ticket in the external system (RT for instance) does not lead to the incident being closed in Argus. This operation has to be performed separately, which is redundant and manifests an unnecessary duplicated step in the workflow.

Desired solution

Ticket integration works two-ways, at least when it comes to closing a ticket. If ticket was closed in the ticket system, related incident should be automatically closed in Argus as well.

Alternatives already considered

This could be achieved either by:

• polling - Argus querying ticket system API about the state of the ticket in some predefined time intervals,
• or by utilising the existing WebRTC solution (realtime solution still needs fixes though).

NB! Double check that "close ticket externally -> close incident in Argus" is always a desired workflow.

Additional context

This feature was requested at TNC23 by at least 2 institutions that may be interested in using Argus.

[lunkwill42]

NB! Double check that "close ticket externally -> close incident in Argus" is always a desired workflow.

I would say it isn't. Closing incidents in Argus is usually something that is reserved for those few cases where you know the reporting source system will never be able to detect that the incident has been resolved.

The normal flow of things is that the source system detects that the incident is resolved and closes it (through its glue service).

We should discuss this with our own service desk. To me, it sounds like a more natural way to view this in our own case is that maybe there should be an option to automatically acknowledge an incident when a ticket is closed.

IMHO, I'm not sure I like "closing via ticket" at all, due to the reasons stated above. We should perhaps be more clear about the intended workflows (but acknowledge that other organizations will necessarily have other workflows)