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Published 20 hours ago • verified publisher icon melicertes

Can templates (articles) in RT/RTIR be enabled and shared?

Open rommelfs opened this issue 5 years ago • 5 comments

rommelfs avatar Jun 05 '19 07:06 rommelfs

NO

majidsalehighamsari avatar Jun 05 '19 08:06 majidsalehighamsari

ok, thanks.

rommelfs avatar Jun 05 '19 09:06 rommelfs

@rommelfs apparently this feature is not in the current RT version that is part of CSP. Is this a desired feature? What business case/scenario do you have in mind?

intrasoft-rmalik avatar Jun 05 '19 10:06 intrasoft-rmalik

Actually I would refrain 100% from sharing my tickets with other instances because they are CSIRT to constituent communication. What I would like to share is my templates which are default answers.

Business cases (examples):

  1. User has request and the request is not complete. You can reply with template to request the missing information. These templates could be categorised and shared within a community
  2. In case of outbreaks or vulnerability reports, all responsible CSIRTS might do some communication. In order to use the same high quality text, a shared templated could be used.

Using templates reduces errors, gives concise answers and raises the overall quality level of communication if improved in a collaborative effort.

rommelfs avatar Jun 05 '19 10:06 rommelfs

@rommelfs thanks for the clarification. This could be interesting for a future release. Keeping it here for the backlog.

intrasoft-rmalik avatar Jun 05 '19 11:06 intrasoft-rmalik