HERE’S WHY
Workspace Ticketing Management allows those with access to create tickets for Tests and Controls specific to their respective workspace. This will allow customers to create, manage, and triage tickets for their different products and teams.
BEFORE DIVING IN
You must have an admin, information security lead, or workspace manager role
You cannot have the Risk Manager role
Ticketing Providers in Drata with ‘Write Access’ will only be supported
Risk Management is not supported for creating tickets per workspace. However, the creation of tickets will remain the same within this section of the application
You must have an active connection with a supported ticketing provider
JIRA Automation is not supported at a per workspace level
HERE’S HOW
As one of the system roles listed above, users will be able to navigate to the Control or Monitored page as they normally would for a non-primary workspace and create tickets for an individual Control or Test. Workspace Managers will also be permitted to create and manage tickets within the Drata platform as well for their assigned workspaces.
‘Write Access’ must be enabled in order to create tickets. Tickets include the associated workspace ‘name’ so that users managing tickets in their ticketing system will be able to know which workspace the ticket came from.
Control Example
Workspace Ticketing: Viewing the ticket list for a Control for a non-primary workspace
Ticket Example
Workspace Ticketing: Auto-generated workspace name in the Ticket name
Supported Ticketing Providers
The ticketing providers that will be supported are only those with Write Access, such as JIRA, Asana, GitLab Issues, ServiceNow, Freshservice, Freshdesk, Aha, Zendesk, Height, Hive, Teamwork, Basecamp, Bitbucket, Wrike, ClickUp, and Linear. This feature will be enhanced as other ticketing providers are added to the platform and ‘Write Access’ privileges are expanded. You must have an active connection, and only one ticket provider with ‘Write Access’ can be enabled per tenant.