Ticket Types
An overview of the different ticket types available within the GRC-ITSM platform and how they are used. Select a ticket type below for full details.
GRC & Security
| Ticket Type |
Purpose |
| Issue |
Tracks security findings: vulnerabilities, assessment results, scan failures. Carries FedRAMP-aligned remediation SLAs and mirrors the POA&M template. |
| Vulnerability Deviation |
Formally deviates from standard remediation SLAs using FedRAMP's deviation process with a built-in approval workflow. |
| Alert |
Notification and triage for security and operational alerts from integrated tools and automated processes. |
| Change Request |
Formalizes proposed changes to systems within the authorization boundary - including user access provisioning - with compliance-driven approval workflows. |
| User Access Request |
Manages the full lifecycle of user access - onboarding, modification, and offboarding - with formal approval workflows for FedRAMP AC-2 and CMMC access control. |
| Data Request |
Tracks evidence and artifact collection to prove adherence to control requirements across FedRAMP, FedRAMP 20x, CMMC, and other frameworks. |
Incident & Problem Management
| Ticket Type |
Purpose |
| Incident |
Tracks security incidents and service outages from detection through resolution with full audit trail. |
| Problem |
Investigates the root cause behind recurring incidents or systemic issues to drive permanent resolution. |
Service Management
| Ticket Type |
Purpose |
| Service Request |
General-purpose request for a predefined service or action that follows a standard fulfillment process. |
| Information Request |
Request for clarification, documentation, or answers that don't require a system change. |
Project Management
| Ticket Type |
Purpose |
| Project |
Container for planned, multi-step work with defined timelines, milestones, and child tasks. |
| Project Task |
Individual work item within a project, the child tickets that break a project into assignable units. |