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Automation of Ticket Creation, Device Identification, and Threat Triage: A Game-Changer for Cybersecurity Teams
Tines is a powerful workflow orchestration and AI platform that helps security teams stay ahead of emerging threats. The platform offers over 1,000 pre-built workflows shared by security practitioners from across the community, making it an attractive option for cybersecurity teams of all sizes. A workflow developed by Lucas Cantor at Intercom automates the process of handling malware alerts with CrowdStrike, Oomnitza, GitHub, and PagerDuty. The workflow reduces noise and adds context to security issues, automating ticket creation, device identification, and threat triage. Configuring the workflow requires several steps, including setting up environment variables and testing the workflow for accuracy and efficiency. The benefits of this automated workflow include reduced remediation time, clear remediation and escalation pathways, and a centralized management system.
The world of cybersecurity is constantly evolving, with new threats emerging every day. Security teams must be vigilant and proactive in order to stay ahead of the game. One crucial aspect of this is automating tasks that were previously manual and time-consuming. In recent years, Tines has emerged as a powerful workflow orchestration and AI platform that has revolutionized the way security teams operate.
Tines, founded by a team of experts, offers over 1,000 pre-built workflows shared by security practitioners from across the community. These workflows are free to import and deploy through the platform's Community Edition, making it an attractive option for cybersecurity teams of all sizes. One such workflow that has garnered significant attention is the one developed by Lucas Cantor at Intercom, which handles malware alerts with CrowdStrike, Oomnitza, GitHub, and PagerDuty.
This workflow aims to reduce noise and add context to security issues that are added on endpoints. It automates the process of taking malware alerts and creating cases while crucially notifying device owners and on-call teams. The result is a streamlined response to malware security alerts that ensures they are dealt with quickly, no matter what the severity.
The workflow overview involves several key tools and stages. These include CrowdStrike for threat intelligence and EDR platform, Oomnitza for IT asset management platform, GitHub for developer platform, PagerDuty for incident management platform, and Slack for team collaboration platform. The process begins with getting a security alert from CrowdStrike, followed by finding the device that triggered the alert and looking up its details.
Next, a ticket is created in GitHub for the alert, raising the issue in a Slack message. If the device is owned by a user and it's a low priority, a message is sent to the owner requesting escalation. However, if the device is owned by a user and it's a high priority, a PagerDuty Event is created to notify the on-call analyst.
The workflow then gets a user interaction with the Slack message, enriching the GitHub issue with the user's response. If the owner escalates the issue, another PagerDuty Event is created to notify the on-call analyst.
Configuring this workflow requires several steps, starting by logging into Tines or creating a new account and navigating to the pre-built workflow in the library. Five credentials are required: CrowdStrike, Oomnitza, GitHub, PagerDuty, and Slack.
The next step involves setting up environment variables, including the Slack IT channel alerting webhook URL and the CrowdStrike/GitHub severity priority mapping. It is essential to follow the provided credential guides for each service if needed.
After configuring actions, it's crucial to test the workflow to ensure its accuracy and efficiency. Finally, once tested, the workflow can be published and operationalized, making it accessible to security teams worldwide.
The benefits of this automated workflow are multifaceted, including reduced remediation time, keeping device owners informed, clear remediation and escalation pathways, and a centralized management system. This is particularly significant in today's fast-paced cybersecurity landscape where swift action can make all the difference between preventing or exacerbating an attack.
In summary, Tines has made it possible for security teams to automate ticket creation, device identification, and threat triage with its pre-built workflows. The workflow developed by Lucas Cantor at Intercom is a shining example of this, offering a streamlined response to malware security alerts that ensures they are dealt with quickly, no matter what the severity.
Automation of Ticket Creation, Device Identification, and Threat Triage: A Game-Changer for Cybersecurity Teams
Related Information:
https://www.ethicalhackingnews.com/articles/Automation-of-Ticket-Creation-Device-Identification-and-Threat-Triage-A-Game-Changer-for-Cybersecurity-Teams-ehn.shtml
https://thehackernews.com/2025/07/how-to-automate-ticket-creation-device.html
https://www.bleepingcomputer.com/news/security/how-to-automate-it-ticket-handling-with-ai-and-tines/
Published: Wed Jul 9 08:12:53 2025 by llama3.2 3B Q4_K_M
