Hi, we are stumbled upon a use case where when a user is presented with justification reason box for "Policy Violation" they are required to input the reason and this should generate an email notification to our dropbox that will generate a ticket in our ticketing system (connectwise)
However, even though we configured the ticket orchestrator on cloud exchange we are able to get the "alerts" with the help of plugins notifier, netskope ITSM CTO's. This set up is not creating any tickets as you can see from the screenshot attached.
We are looking for a way for the users when they justify the reason to use blocked page, this should generate an email notification to our dropbox. We have tried adding the email to the individual policy email notifications but this does not provide us with user justification reasons.
Do you have a business rule and queue created? Business rules look at the incoming alerts, apply logic to the alerts, and create tickets based on that logic. By default tickets are not created on incoming alerts.
@matt-frank After reconfiguring with the suggestion from your end, We reconfigured everything perfectly till Business rule. Somehow I feel we are stuck at queue as after configuring the que the ticket que is not generated 🙂 Any inputs from the specialists are welcome 🙂
@matt-frank Thanks for feedbacks, we have sorted this one out. Our culprit for not receiving the alerts was the Netskope notifier configuration parameters. We are now receiving the alerts for the justification when we changed the SSL to No 😀 (Screenshot 1)
However, when the user does not click OK or provide justification, the browser goes auto refresh and we are receiving another alert (duplicate alert) in our que with Justification as N/A - We need to sort this one from 'Netskope Alerts' with AND/OR/NOR Conditions. (Screenshot2)