Dell Secureworks

The Secureworks CTP Ticketing system is used to respond to security changes, requests, security incidents, network problems, and other issues reported by external and
internal end-users.

In Demisto, the integration provides access to the Secureworks CTP ticketing system and enables managing tickets, which includes viewing, editing, creating and closing operations, in accordance with the Secureworks Ticketing API guide.

Use cases

The integration allows managing CTP tickets with support for parameters (e.g whether to retrieve worklogs for a ticket), with the ability of fetching newly created tickets.

Prerequisites

To use the Secureworks integration, the following is required:

  • A Secureworks account with API User role
  • A persistent API key with the Security Roles permission
  • For more information about setting up the API, see the SecureWorks ticketing API guide .

Configure Dell Secureworks on Demisto

  1. Navigate to Settings > Integrations > Servers & Services .
  2. Search for Dell Secureworks.
  3. Click Add instance to create and configure a new integration instance.
    • Name : a textual name for the integration instance.
    • Server URL (e.g. https://api.secureworks.com)
    • Username
    • Trust any certificate (not secure)
    • Use system proxy settings
    • Fetch incidents
    • Fetch tickets matching to one of SERVICE_REQUEST, INCIDENT or CHANGE
    • Limit tickets to one of REQUEST, CHANGE, HEALTH or SECURITY
    • Fetch tickets by status(comma separated): New,Active,Queued,Pending,Resolved
    • Whether to return worklogs - If "ALL," all worklogs are returned for each ticket. If "UPDATED", all worklogs added since last acknowledgement are returned. If "NONE," the path returns no worklogs. Default is "ALL."
    • Incident type
    • Whether to get attachments for the fetched tickets
  4. Click Test to validate the URLs, token, and connection.

Fetched Incidents Data

The integration fetches newly created tickets. Tickets that are fetched for the first time are marked using a designated custom field - customerMiscellaneous4 which will be set with the value MARKED , and at the next time tickets are fetched, the designated field will be checked for the MARKED value. Tickets which were marked will be excluded and will not be fetched again, even if they are updated. Tickets of type Health will not be retrieved - tickets with eventSource of value CTP_HEALTH and with categorizationClass of value Health This can be further filtered by configuring the instance parameters ticketType , groupingType , status and worklogs , as seen above.

Commands


You can execute these commands from the Demisto CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

  1. Create a ticket: secure-works-create-ticket
  2. Update a ticket: secure-works-update-ticket
  3. Close a ticket: secure-works-close-ticket
  4. Add worklogs to a ticket: secure-works-add-worklogs-ticket
  5. Get ticket information: secure-works-get-ticket
  6. Assign a ticket: secure-works-assign-ticket
  7. Retrieve tickets from the previous 24 hours: secure-works-get-tickets-updates
  8. Get close codes for a ticket: secure-works-get-close-codes
  9. Get a list of ticket IDs: secure-works-get-tickets-ids
  10. Get the count of updated tickets: secure-works-get-ticket-count

1. Create a ticket


Creates a new ticket.

Base Command

secure-works-create-ticket

Input
Argument Name Description Required
clientRef Client reference Required
clientLocationRef Client location reference Optional
requestType Request type Required
title Ticket title Required
externalTicket External ticket Optional
deviceRef Device reference Optional
detail Ticket details Required
pocContactRef Ticket POC contact reference Required
watchers Ticket watchers Optional
attachments Ticket attachments Optional
source Ticket source Optional
assignedGroupId Ticket assigned group ID Optional
assignedTicket2 Ticket assigned ticket 2 Optional
partner Ticket partner Optional
vendor Ticket vendor Optional
riskAssessment Ticket risk assessment Optional
changeSlo Ticket change slo Optional
changeWindowStart Ticket change window start Optional
changeWindowEnd Ticket change window end Optional
impact Ticket impact Optional
urgency Ticket urgency Optional
priority Ticket priority Optional
customerMiscellaneous1 Ticket custom field 1 Optional
customerMiscellaneous2 Ticket custom field 2 Optional
customerMiscellaneous3 Ticket custom field 3 Optional
customerMiscellaneous4 Ticket custom field 4 Optional
categorizationClass Ticket categorization class Optional
categorizationCategory Ticket categorization category Optional
categorizationType Ticket categorization type Optional
categorizationItem Ticket categorization item Optional

Context Output
Path Type Description
SecureWorks.Ticket.ticketId string Ticket ID in Secureworks
SecureWorks.Ticket.CreationStatusCode string Ticket creation status code
Command Example
!secure-works-create-ticket clientRef=https://prov.core.ctp.secureworks.net/prov/clients/1234567 clientLocationRef=https://prov.core.ctp.secureworks.net/prov/client-locations/654321 requestType="API support" title="test create" detail="testing" pocContactRef=https://prov.core.ctp.secureworks.net/prov/contacts/9876543
Context Example
"SecureWorks": {
    "Ticket": {
        "code": "SUCCESS",
        "ticketID": "SR11537985"
     }
}
Human Readable Output

image

2. Update a ticket


Updates an existing ticket.

Base Command

secure-works-update-ticket

Input
Argument Name Description Required
id ID of the ticket to update Required
externalTicketNum External ticket number Optional
externalTicketNum2 External ticket number 2 Optional
externalGroupName External group name Optional
watchers Ticket watchers Optional
vendor Ticket vendor Optional
customerMiscellaneous1 Ticket custom field 1 Optional
customerMiscellaneous2 Ticket custom field 2 Optional
customerMiscellaneous3 Ticket custom field 3 Optional
customerMiscellaneous4 Ticket custom field 4 Optional

Context Output
Path Type Description
SecureWorks.Ticket.ticketId string Ticket ID in Secureworks
SecureWorks.Ticket.UpdateStatusCode string Ticket update status code

Command Example
!secure-works-update-ticket id=IN29959685 customerMiscellaneous1=abc
Context Example
{
    "SecureWorks": {
        "Ticket": {
            "UpdateStatusCode": "SUCCESS",
            "ticketId": "IN29959685"
        }
    }
}
Human Readable Output

image

3. Close a ticket


Closes a ticket.

Base Command

secure-works-close-ticket

Input
Argument Name Description Required
id The ticket ID of the ticket that you want the details for Required
worklogContent The work log message describing why you are closing the ticket Optional
closeCode The reason code to use when closing the ticket Required

Context Output
Path Type Description
SecureWorks.Ticket.ticketId string Ticket ID in Secureworks
SecureWorks.Ticket.ClosureStatusCode string Ticket closure status code

Command Example
!secure-works-close-ticket closeCode="Work Completed" id=IN29932241
Context Example
{
    "SecureWorks": {
        "Ticket": {
            "ClosureStatusCode": "SUCCESS",
            "ticketId": "IN29932241"
        }
    }
}
Human Readable Output

image

4. Add worklogs to a ticket


Adds worklogs to a ticket.

Base Command

secure-works-add-worklogs-ticket

Input
Argument Name Description Required
content The work log message Required
id ID of the ticket to add work logs to Required

Context Output
Path Type Description
SecureWorks.Ticket.ticketId string Ticket ID in Secureworks
SecureWorks.Ticket.WorklogAdditionStatusCode string Ticket worklog addition status code

Command Example
!secure-works-add-worklogs-ticket content="worklog" id="SR11525106"
Human Readable Output

image

5. Get ticket details


Returns the details of a specific ticket, by  ticket ID.

Base Command

secure-works-get-ticket

Input
Argument Name Description Required
id The ticket ID of the ticket that you want the details for. Required
includeWorklogs Whether or not to include ticket worklogs, default is true Optional
getAttachments Whether or not to get ticket attachments Optional

Context Output
Path Type Description
SecureWorks.Ticket.changeApproval string Ticket change approval
SecureWorks.Ticket.attachmentInfo.id string Ticket attachment info ID
SecureWorks.Ticket.changeSlo string Ticket change service level objective
SecureWorks.Ticket.changeWindowStart number Ticket change window start
SecureWorks.Ticket.changeWindowEnd number Ticket change window end
SecureWorks.Ticket.client.id string Ticket client ID
SecureWorks.Ticket.client.name string Ticket client name
SecureWorks.Ticket.contact.id string Ticket contact ID
SecureWorks.Ticket.contact.name string Ticket contact name
SecureWorks.Ticket.dateCreated number Ticket creation time
SecureWorks.Ticket.dateClosed number Ticket closing time
SecureWorks.Ticket.dateModified number Ticket modified
SecureWorks.Ticket.detailedDescription string Ticket detailed description
SecureWorks.Ticket.devices.id string Ticket device ID
SecureWorks.Ticket.devices.name string Ticket device name
SecureWorks.Ticket.impact string Ticket impact
SecureWorks.Ticket.clientLocation.id string Ticket client location ID
SecureWorks.Ticket.partner string Ticket partner
SecureWorks.Ticket.priority string Ticket priority
SecureWorks.Ticket.reason string Ticket closure reason
SecureWorks.Ticket.requestType string Ticket request type
SecureWorks.Ticket.riskAssessment string Ticket risk assessment
SecureWorks.Ticket.service string Ticket service
SecureWorks.Ticket.status string Ticket status
SecureWorks.Ticket.symptomDescription string Ticket symptom description
SecureWorks.Ticket.ticketId string Ticket ID
SecureWorks.Ticket.type string Ticket type
SecureWorks.Ticket.urgency string Ticket urgency
SecureWorks.Ticket.watchers unknown Ticket watchers
SecureWorks.Ticket.category string Ticket category
SecureWorks.Ticket.categoryClass string Ticket category class
SecureWorks.Ticket.categoryType string Ticket category class
SecureWorks.Ticket.categoryItem string Ticket category item
SecureWorks.Ticket.attachmentInfo.name string Ticket attachment name
SecureWorks.Ticket.clientLocation.name string Ticket client location name
SecureWorks.Ticket.worklogs.createdBy string Ticket worklog creator
SecureWorks.Ticket.worklogs.dateCreated number Ticket worklog creation date
SecureWorks.Ticket.worklogs.description string Ticket worklog description
SecureWorks.Ticket.worklogs.type string Ticket worklog type
SecureWorks.Ticket.closeCodes unknown Ticket close codes
File.Info unknown Attachment file info
File.Name string Attachment file name
File.Size number Attachment file size
File.SHA1 string Attachment file SHA-1
File.SHA256 string Attachment file SHA-256
File.EntryID string Attachment file entry ID
File.Type string Attachment file type
File.MD5 string Attachment file MD5

Context Example
{
    "File": [
        {
            "EntryID": "4041@cc00e449-9e7b-4609-8a68-1c8c01114562",
            "Info": "text/plain",
            "MD5": "70cde715b629831f2201909dcba55665",
            "Name": "test",
            "SHA1": "0e0a61f147707340d6113f5216be3c055bea8d25",
            "SHA256": "41481152869507cff739f38cb9a9583aa3f0db970dafceb62a2530f71f731194",
            "SSDeep": "3:hMCEpFk:hurk",
            "Size": 17,
            "Type": "ASCII text, with no line terminators\n"
        },
        {
            "EntryID": "4042@cc00e449-9e7b-4609-8a68-1c8c01114562",
            "Info": "text/plain",
            "MD5": "68dbf17be30baac0befd462601b8448d",
            "Name": "test2",
            "SHA1": "0eb7383773bd1c9d214a3b3fb63109373c78f2c7",
            "SHA256": "68818fa780a5d88a5d53018926b83bc9b6accc2f57256a1c1aa9bdce9abfa1c7",
            "SSDeep": "3:hMCECREn:hu3",
            "Size": 20,
            "Type": "ASCII text, with no line terminators\n"
        }
    ],
    "SecureWorks": {
        "Ticket": {
            "assignedGroup": "ESC - OpIntel",
            "attachmentInfo": [
                {
                    "id": "1728318",
                    "name": "test"
                },
                {
                    "id": "1729835",
                    "name": "test2"
                }
            ],
            "availableActions": {
                "addAttachment": {
                    "available": "true"
                },
                "addNote": {
                    "available": "true"
                },
                "assignToPoc": {
                    "available": "true"
                },
                "assignToSoc": {
                    "available": "true"
                },
                "close": {
                    "available": "true",
                    "closeCode": [
                        "Mitigated by Security Controls",
                        "Authorized/Expected",
                        "Inconclusive",
                        "True Positive",
                        "False Positive",
                        "Not Relevant",
                        "Duplicate - Previously Escalated",
                        "Work Completed"
                    ]
                }
            },
            "client": {
                "id": "3016296",
                "name": "Client1"
            },
            "clientLocation": {
                "id": "752373",
                "name": "Client1 - API Testing"
            },
            "contact": {
                "id": "2215505",
                "name": "John Doe"
            },
            "customerMiscellaneous1": "abc",
            "customerMiscellaneous4": "MARKED",
            "dateClosed": "",
            "dateCreated": "Thu Oct 04 2018 13:34:04 GMT+0300 (IDT)",
            "dateModified": "Mon Oct 15 2018 18:31:21 GMT+0300 (IDT)",
            "detailedDescription": "Secureworks API testing",
            "devices": [],
            "groupingType": "REQUEST",
            "isGlobalChild": false,
            "isGlobalParent": false,
            "priority": "MEDIUM",
            "reason": "Cust. Feedback-Auto-Close",
            "relatedTickets": [
                {
                    "ticketRef": [
                        {
                            "$": {
                                "href": "/tkt/tickets/SR11595508",
                                "relationship-owner": "SOC",
                                "relationship-type": "Spawn"
                            }
                        }
                    ]
                }
            ],
            "requestType": "SCWX API Support",
            "responsibleParty": "CLIENT",
            "status": "Pending",
            "symptomDescription": "API testing",
            "ticketId": "IN29959685",
            "ticketType": "INCIDENT",
            "version": "b2a010fa9b20e7c1b27741a527038a8619c7a11b84ba50de2276b73c3dbc6c5e6844f09d790e3df0b84fd9d033ecea3d472bc2",
            "watchers": [],
            "worklogs": [
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Mon Oct 15 2018 12:28:46 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "last note",
                    "type": "Customer Comment"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Mon Oct 15 2018 12:24:15 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "note",
                    "type": "Customer Comment"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Mon Oct 15 2018 12:21:49 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "note",
                    "type": "Customer Comment"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Mon Oct 15 2018 11:13:27 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "Customer added an attachment to the ticket",
                    "type": "Client Note"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Mon Oct 15 2018 11:13:26 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "Attachment added to ticket: test2\n.",
                    "type": "Attachment"
                },
                {
                    "createdBy": "John Smith",
                    "dateClosed": "",
                    "dateCreated": "Thu Oct 11 2018 17:37:42 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "Communication Message:\nSend To: John Doe\nSubject: Secureworks Ticket #IN29959685 | Correspondence Added by SOC | API testing\nClient Portal: https://portal.secureworks.com/portal/incidents/IN29959685\n\nLocation: Client1 - API Testing\nTicket Summary: API testing\nCustomer's Internal Ticket #\n\nGreetings,\n\nSecureworks has received your attachment and notes via testing ticket IN29959685 (SR11595508). We are now pending this ticket back to the client side for your testing and integration purpose.\n\nThank you,\n\nDarrell Bessent\nSecureworks\n877-838-7960",
                    "type": "Client Notification"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Thu Oct 11 2018 17:05:39 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "This is a note",
                    "type": "Client Note"
                },
                {
                    "createdBy": "John Doe",
                    "dateClosed": "",
                    "dateCreated": "Thu Oct 11 2018 17:05:38 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "Attachment added to ticket: test\n.",
                    "type": "Attachment"
                },
                {
                    "dateClosed": "",
                    "dateCreated": "Thu Oct 04 2018 13:34:04 GMT+0300 (IDT)",
                    "dateModified": "",
                    "description": "Communication Message:\nSend To: john@domain.com;{Watchers}\nSubject: Secureworks Ticket#11595508 | Service Request Received\nYour request has been submitted and assigned ticket #11595508.\n\nSOC personnel will review your request. They will then convert this ticket into an Incident or Change Ticket. This conversion will modify the ticket number. You will receive correspondence via the Incident or Change Ticket containing the new ticket number.\n\nRequest Details:\nSecureworks API testing\n\n\nThank you for contacting Secureworks.  We will process your request shortly.",
                    "type": "Client Notification"
                }
            ]
        }
    }
}
Human Readable Output

image

6. Assign a ticket


Assigns a ticket to the Secureworks Security Operations Center (SOC).

Base Command

secure-works-assign-ticket

Input
Argument Name Description Required
id The ID of the ticket that you want to assign to the SOC Required
worklog Ticket worklog Required
riskAssessment Valid for Change tickets only Optional
changeApproval Valid for Change tickets only Optional

Context Output
Path Description
SecureWorks.Ticket.ticketId Ticket ID in Secureworks
SecureWorks.Ticket.AssignStatusCode Ticket assign status code

Command Example
!secure-works-assign-ticket id="SR11525106" worklog="test"
Human Readable Output

image

7. Retrieve tickets from previous 24 hours


Retrieves tickets from the 24 hours prior to when the updates command is executed. If a limit is specified, it will retrieve up to that many tickets (max is 500 tickets). Tickets must be updated within the last 24 hours to be visible in the command results. When executing this command you also receive the ticket worklogs. In order to view the attachment information of a specific ticket, you must use the get-ticket command. This command will return the list of attachments available for that particular ticket. Use acknowledge to confirm the updates.

Base Command

secure-works-get-tickets-updates

Input
Argument Name Description Required
limit Maximum number of tickets to return (1-500), default is 10 Optional
ticketType Tickets that match the ticketType. If not specified, the path returns all ticket types. Optional
worklogs If "ALL," all worklogs are returned for each ticket. If "UPDATED", all worklogs added since last acknowledgement are returned. If "NONE," the path returns no worklogs. Default is "ALL." Optional
groupingType If provided, limit response to tickets matching the grouping type(s) identified Optional
acknowledge Whether to acknowledge the received tickets, default false Optional

Context Output
Path Description
SecureWorks.Ticket.changeApproval Ticket change approval
SecureWorks.Ticket.attachmentInfo.id Ticket attachment info ID
SecureWorks.Ticket.changeSlo Ticket change service level objective
SecureWorks.Ticket.changeWindowStart Ticket change window start
SecureWorks.Ticket.changeWindowEnd Ticket change window end
SecureWorks.Ticket.client.id Ticket client ID
SecureWorks.Ticket.client.name Ticket client name
SecureWorks.Ticket.contact.id Ticket contact ID
SecureWorks.Ticket.contact.name Ticket contact name
SecureWorks.Ticket.dateCreated Ticket creation time
SecureWorks.Ticket.dateClosed Ticket closing time
SecureWorks.Ticket.dateModified Ticket modified
SecureWorks.Ticket.detailedDescription Ticket detailed description
SecureWorks.Ticket.devices.id Ticket device ID
SecureWorks.Ticket.devices.name Ticket device name
SecureWorks.Ticket.impact Ticket impact
SecureWorks.Ticket.clientLocation.id Ticket client location ID
SecureWorks.Ticket.partner Ticket partner
SecureWorks.Ticket.priority Ticket priority
SecureWorks.Ticket.reason Ticket closure reason
SecureWorks.Ticket.requestType Ticket request type
SecureWorks.Ticket.riskAssessment Ticket risk assessment
SecureWorks.Ticket.service Ticket service
SecureWorks.Ticket.status Ticket status
SecureWorks.Ticket.symptomDescription Ticket symptom description
SecureWorks.Ticket.ticketId Ticket ID
SecureWorks.Ticket.type Ticket type
SecureWorks.Ticket.urgency Ticket urgency
SecureWorks.Ticket.watchers Ticket watchers
SecureWorks.Ticket.category Ticket category
SecureWorks.Ticket.categoryClass Ticket category class
SecureWorks.Ticket.categoryType Ticket category class
SecureWorks.Ticket.categoryItem Ticket category item
SecureWorks.Ticket.attachmentInfo.name Ticket attachment name
SecureWorks.Ticket.clientLocation.name Ticket client location name
SecureWorks.Ticket.worklogs.createdBy Ticket worklog creator
SecureWorks.Ticket.worklogs.dateCreated Ticket worklog creation date
SecureWorks.Ticket.worklogs.description Ticket worklog description
SecureWorks.Ticket.worklogs.type Ticket worklog type
SecureWorks.Ticket.closeCodes Ticket close codes

Command Example
!secure-works-get-tickets-updates acknowledge="false
Context Example
{
    "SecureWorks": {
        "Ticket": [
            {
                "assignedGroup": "ESC - OpIntel",
                "attachmentInfo": [
                    {
                        "id": "1728318",
                        "name": "test"
                    },
                    {
                        "id": "1729835",
                        "name": "test2"
                    }
                ],
                "availableActions": {
                    "addAttachment": {
                        "available": "true"
                    },
                    "addNote": {
                        "available": "true"
                    },
                    "assignToPoc": {
                        "available": "true"
                    },
                    "assignToSoc": {
                        "available": "true"
                    },
                    "close": {
                        "available": "true",
                        "closeCode": [
                            "Mitigated by Security Controls",
                            "Authorized/Expected",
                            "Inconclusive",
                            "True Positive",
                            "False Positive",
                            "Not Relevant",
                            "Duplicate - Previously Escalated",
                            "Work Completed"
                        ]
                    }
                },
                "client": {
                    "id": "3016296",
                    "name": "Client1"
                },
                "clientLocation": {
                    "id": "752373",
                    "name": "Client1 - API Testing"
                },
                "contact": {
                    "id": "2215505",
                    "name": "John Doe"
                },
                "customerMiscellaneous1": "abc",
                "customerMiscellaneous4": "MARKED",
                "dateClosed": "",
                "dateCreated": "Thu Oct 04 2018 13:34:04 GMT+0300 (IDT)",
                "dateModified": "Mon Oct 15 2018 18:31:21 GMT+0300 (IDT)",
                "detailedDescription": "Secureworks API testing",
                "devices": [],
                "groupingType": "REQUEST",
                "isGlobalChild": false,
                "isGlobalParent": false,
                "priority": "MEDIUM",
                "reason": "Cust. Feedback-Auto-Close",
                "relatedTickets": [
                    {
                        "ticketRef": [
                            {
                                "$": {
                                    "href": "/tkt/tickets/SR11595508",
                                    "relationship-owner": "SOC",
                                    "relationship-type": "Spawn"
                                }
                            }
                        ]
                    }
                ],
                "requestType": "SCWX API Support",
                "responsibleParty": "CLIENT",
                "status": "Pending",
                "symptomDescription": "API testing",
                "ticketId": "IN29959685",
                "ticketType": "INCIDENT",
                "version": "ab8ae00b2fc8a3c4126ac188bd7769fcda00550f39edca07e83cb1cb04ca3f72aa889056d18f5bc09ccdf07b281efa8df7fab0",
                "watchers": [],
                "worklogs": [
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539595726000,
                        "description": "last note",
                        "type": "Customer Comment"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539595455000,
                        "description": "note",
                        "type": "Customer Comment"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539595309000,
                        "description": "note",
                        "type": "Customer Comment"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539591207000,
                        "description": "Customer added an attachment to the ticket",
                        "type": "Client Note"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539591206000,
                        "description": "Attachment added to ticket: test2\n.",
                        "type": "Attachment"
                    },
                    {
                        "createdBy": "Darrell Bessent",
                        "dateCreated": 1539268662000,
                        "description": "Communication Message:\nSend To: John Doe\nSubject: Secureworks Ticket #IN29959685 | Correspondence Added by SOC | API testing\nClient Portal: https://portal.secureworks.com/portal/incidents/IN29959685\n\nLocation: Client1 - API Testing\nTicket Summary: API testing\nCustomer's Internal Ticket #\n\nGreetings,\n\nSecureworks has received your attachment and notes via testing ticket IN29959685 (SR11595508). We are now pending this ticket back to the client side for your testing and integration purpose.\n\nThank you,\n\nDarrell Bessent\nSecureworks\n877-838-7960",
                        "type": "Client Notification"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539266739000,
                        "description": "This is a note",
                        "type": "Client Note"
                    },
                    {
                        "createdBy": "John Doe",
                        "dateCreated": 1539266738000,
                        "description": "Attachment added to ticket: test\n.",
                        "type": "Attachment"
                    },
                    {
                        "dateCreated": 1538649244000,
                        "description": "Communication Message:\nSend To: john@domain.com;{Watchers}\nSubject: Secureworks Ticket#11595508 | Service Request Received\nYour request has been submitted and assigned ticket #11595508.\n\nSOC personnel will review your request. They will then convert this ticket into an Incident or Change Ticket. This conversion will modify the ticket number. You will receive correspondence via the Incident or Change Ticket containing the new ticket number.\n\nRequest Details:\nSecureworks API testing\n\n\nThank you for contacting Secureworks.  We will process your request shortly.",
                        "type": "Client Notification"
                    }
                ]
            },
            {
                "assignedGroup": "ESC - OpIntel",
                "attachmentInfo": [],
                "availableActions": {
                    "addAttachment": {
                        "available": "false"
                    },
                    "addNote": {
                        "available": "true"
                    },
                    "assignToPoc": {
                        "available": "false"
                    },
                    "assignToSoc": {
                        "available": "false"
                    },
                    "close": {
                        "available": "false"
                    }
                },
                "client": {
                    "id": "3016296",
                    "name": "Client1"
                },
                "clientLocation": {
                    "id": "752373",
                    "name": "Client1 - API Testing"
                },
                "contact": {
                    "id": "2215505",
                    "name": "John Doe"
                },
                "dateClosed": "Tue Oct 16 2018 10:35:17 GMT+0300 (IDT)",
                "dateCreated": "Tue Oct 02 2018 12:40:25 GMT+0300 (IDT)",
                "dateModified": "Tue Oct 16 2018 10:35:17 GMT+0300 (IDT)",
                "detailedDescription": "API Testing",
                "devices": [],
                "groupingType": "REQUEST",
                "isGlobalChild": false,
                "isGlobalParent": false,
                "priority": "MEDIUM",
                "reason": "Work Completed",
                "relatedTickets": [
                    {
                        "ticketRef": [
                            {
                                "$": {
                                    "href": "/tkt/tickets/SR11594198",
                                    "relationship-owner": "SOC",
                                    "relationship-type": "Spawn"
                                }
                            }
                        ]
                    }
                ],
                "requestType": "SCWX API Support",
                "responsibleParty": "SOC",
                "status": "Closed",
                "symptomDescription": "Testing",
                "ticketId": "IN29932241",
                "ticketType": "INCIDENT",
                "version": "396d4353afa46d40a7912056a116f86d2fdaa69046840a9c38496accfa95edd9f17cb309568f11602c34613726f4439710bbdf",
                "watchers": [],
                "worklogs": [
                    {
                        "dateCreated": 1538473225000,
                        "description": "Communication Message:\nSend To: john@domain.com;{Watchers}\nSubject: Secureworks Ticket#11594198 | Service Request Received\nYour request has been submitted and assigned ticket #11594198.\n\nSOC personnel will review your request. They will then convert this ticket into an Incident or Change Ticket. This conversion will modify the ticket number. You will receive correspondence via the Incident or Change Ticket containing the new ticket number.\n\nRequest Details:\nAPI Testing\n\n\nThank you for contacting Secureworks.  We will process your request shortly.",
                        "type": "Client Notification"
                    }
                ]
            }
        ]
    }
}
Human Readable Output

image

8. Get close codes for a ticket


Returns a list of close codes for a ticket.

Base Command

secure-works-get-close-codes

Input
Argument Name Description Required
id The ID of the ticket Required

Context Output
Path Type Description
SecureWorks.Ticket.ticketID string Ticket ID
SecureWorks.Ticket.closeCodes unknown Ticket close codes

Command Example
!secure-works-get-close-codes id="IN28468487"
Context Example
{
    "SecureWorks": {
        "Ticket": {
            "closeCodes": [
                "Mitigated by Security Controls",
                "Authorized/Expected",
                "Inconclusive",
                "True Positive",
                "False Positive",
                "Not Relevant",
                "Duplicate - Previously Escalated",
                "Work Completed"
            ],
            "ticketID": "IN29959685"
        }
    }
}
Human Readable Output

image

9. Get a list of ticket IDs


Returns a list of ticket IDs in the same order as the tickets returned by the GET /tickets/updates command.

Base Command

secure-works-get-tickets-ids

Input
Argument Name Description Required
ticketType Tickets that match the ticketType. If not specified, the path returns all ticket types. Optional
limit If provided, limits the response to that number of tickets. If not provided, a maximum of 10 tickets are returned. Optional
groupingType If provided, limits the response to tickets that match the grouping type identified Optional

Context Output
Path Description
SecureWorks.IDs The ticket IDs

Command Example
!secure-works-get-tickets-ids
Context Example
{
    "SecureWorks": {
        "IDs": [
            "SR11536914",
            "SR11536642"
        ]
    }
}
Human Readable Output

image

10. Get the count of updated tickets


Retrieves a count of tickets that have been updated, but are not yet acknowledged.

Base Command

secure-works-get-ticket-count

Input
Argument Name Description Required
ticketType The ticket type to filter by Optional

Context Output
Path Type Description
SecureWorks.TicketCount number The ticket count

Context Example
{
    "SecureWorks": {
        "TicketCount": 2
    }
}
Human Readable Output

image

Error Codes


If you receive an error code, refer to this table for the potential cause of the error.

Error Code Reason
400 Bad Request Invalid argument used in a command.
401 Unauthorized API key or user credentials are incorrect.
403 Forbidden Insufficient credentials for the operation.