implementing-ticketing-system-for-incidents

What problem does it solve?

SOC teams often track confirmed incidents in ad-hoc ways, losing audit trails, missing SLA targets, and duplicating tickets for repeated SIEM alerts. This Skill implements a formalized incident ticketing pipeline that connects SIEM notable events to ServiceNow, Jira Service Management, or TheHive with structured lifecycle management.

Core Features & Use Cases

• Automated Ticket Creation: Python classes create ServiceNow incidents or TheHive cases directly from SIEM alert data, mapping severity to urgency, assignment groups, and MITRE ATT&CK fields.
• SLA Tracking and Auto-Escalation: Splunk queries and Python logic monitor ticket age against severity-based SLAs and escalate breached tickets to higher tiers automatically.
• Compliance Reporting: Splunk searches compute MTTR, SLA compliance rates, and severity distributions for PCI DSS or HIPAA audit evidence.
• Use Case: A Splunk ES notable for Cobalt Strike C2 fires; the Skill creates a critical ServiceNow incident assigned to Tier 2, tracks the 15-minute response SLA, escalates on breach, and requires a disposition before closure.

Quick Start

Set up automated incident ticketing by connecting my Splunk ES critical alerts to ServiceNow with severity-based assignment and SLA escalation.