Incident Management Retainer Ticketing Guidance

Incident Management Retainer Ticketing Guidance ⫘

Customers who already have access to Secureworks® Taegis™ XDR or the Secureworks Client Portal may use those platforms' built-in ticketing functionality to submit requests for Incident Response services. Please reference the below steps to ensure you are creating tickets with key information in order to be actioned as expediently as possible. If your request is of an urgent nature, we always recommend calling the Incident Response Hotline immediately after creating your ticket.

Creating a Ticket in XDR ⫘

1. Log in to XDR using this link: XDR. If you need assistance authenticating to XDR, please call the Secureworks Security Operations Center (SOC). Contact details for the Secureworks SOC can be found using this link: Secureworks Client Support.
2. Navigate to the XDR Support Portal.
3. Select Submit Request.
4. The Submit a Request form displays. Complete the following fields to create a ticket:
   • Please choose your issue below: Select “Incident Response Request”.
   • Subject: Enter “IMR Support Request: <Organization Name>”.
   • Contact Phone Number: Please provide us with a phone number Secureworks Incident Response can use to reach you. Phone number should be entered as numerals only (e.g., 5551231234).
   • Preferred Method of Contact: Please select your preferred method of contact for the Secureworks Incident Response team to contact you.
   • Description: Please provide information from the Service Request Reporting Forms section in the ticket description field, as appropriate.
   • Associated CTPx Investigation URL: Please provide the associated CTPx Investigation URL, as appropriate.
   • Attachment: In the Attachment section, select Add file to locate the file you want to attach to the ticket.
5. Click Submit in the bottom left corner and a Service Request will be sent to the Secureworks Security Operations Center. SOC personnel will ensure your Service Request is routed to Secureworks Incident Response personnel.

Creating a Ticket in the Secureworks Client Portal ⫘

1. Log in to the Client Portal using this link: Secureworks Client Portal. If you need assistance authenticating to the Client Portal, please call the Secureworks Security Operations Center (SOC). Contact details for the Secureworks SOC can be found using this link: Secureworks Client Support.
2. From the SERVICE tab, select Create Service Request.
3. The Create Service Request form displays. Complete the following fields to create a ticket:
   • Request Type: Select “Incident Management Retainer Service Request”.
   • Subject: Enter “IMR Support Request: <Organization Name>”.
   • Description: Please provide information from the Service Request Reporting Forms section in the ticket description field, as appropriate.
   • Reference: Include the ticket number from your internal ticketing system for your reference.
   • Location: Select the site relevant to your request. If you have multiple sites and are unsure, select your primary site.
   • Assigned Employee: Select a contact for the ticket. All your organization contacts should display in the Point of Contact list.
   • Watchers: Select one or more contacts or contact groups to add to the request watcher list. Contacts on the watcher list receive email notifications when an analyst sends a communication.
   • Attachment/Attachment Comment: In the Attachment section, select Browse to locate the file you want to attach to the ticket. The maximum individual file size is 5.00 MB, and the maximum total file size is 40.00 MB.
4. Click Submit in the bottom right corner and a Service Request will be sent to the Secureworks SOC who will ensure your Service Request is routed to Secureworks Incident Response personnel.