Manage change requests and associate change log events

This task helps you track changes made to firewall devices and associate them with change requests to resolve tickets maintained in external systems. You can create change requests, associate change log events with them, and search for events related to specific change requests.

These use cases assume that you have enabled Change Request Management. You can use change request management in various scenarios to maintain audit trails and associate firewall changes with external ticketing systems.

Procedure

Step 1

Track changes made to the firewall device to resolve a ticket maintained in an external system.

This use case describes a scenario where you want to make changes to a firewall device to resolve a ticket maintained in an external system and want to associate the change log events resulting from these firewall changes to a change request.

  1. Create a change request.

  2. Use the ticket name or number from the external system as the name of the change request and add the justification for the change and other relevant information in the Description field.

  3. Ensure that the new change request is visible in the change request toolbar.

  4. Make the changes to the firewall device.

  5. In the navigation pane, click Change Log and find the change log events that are associated with your new change request.

  6. Clear the change request toolbar to avoid automatic association of change log events with an existing change request.

Step 2

Manually update individual change log events after changes are made to the firewall device.

This use case describes a scenario where you have made changes to a firewall device to resolve a ticket that is maintained in an external system, but forgot to use the Change Request Management feature to associate change requests with the change log events. You want to update the change log events with the ticket number.

  1. Create a change request. Use the ticket name or number from the external system as the name of the change request. Use the Description field to add the justification for the change and other relevant information.

  2. In the navigation pane, click Change Log and search for the change log events that are associated with the changes.

  3. Associate a change request with a change log event.

  4. Clear the change request toolbar to avoid automatic association of change log events with an existing change request.

Step 3

Search for change log events associated with a change request.

This use case describes a scenario where, you want to find out what change log events were recorded in the change log because of the work done to resolve a ticket maintained in an external system.

  1. In the navigation pane, click Change Log.

  2. Search for change log events that are associated with change requests using one of these methods:

    • In the Change Log search field, enter the exact name of the change request to find change log events associated with that change request. Security Cloud Control highlights change log events that are exact matches.

    • Filter change requests to find the change log events.

  3. View each change log to find the highlighted change log events showing the associated change request.

You have successfully managed change requests and associated change log events with external tickets. The change log now contains trackable events linked to your change requests, providing an audit trail for firewall modifications.