Update issue fields

Update issue fields during investigations in Cortex AgentiX.

You can update issue fields by running the setIssue and setIssueStatus commands in the CLI, in a script, or a playbook task.

You can run CLI commands in the War Room. When you start typing the CLI provides the available options and if you select an enum field, the CLI provides the available values.

setIssue

Sets values for specific issue fields. The supported fields are presented in the list of arguments.

Example of using the setIssue command in the CLI

The following example show how to run the setIssue command in the CLI to change the issue severity to high:

!setIssue severity=high

setIssueStatus

Sets the status or resolution value for an issue. This command supports the status argument, which presents a list of status and resolution type values. The selected status is set in the custom_status field.

If you specify a resolution status, the issue is closed and the resolution_status and closeReason fields are updated to the same value as the custom_status field. If you specify a New, Reopened, or Under Investigation status, the issue remains open and the resolution_status and closeReason fields are empty.

Tip

You can create custom issue statuses and resolution reasons, and use the setIssueStatus command to set these custom statuses for issues.

For example, when a user starts investigating an issue, the issue status is automatically changed from New to Under Investigation. In some cases, it is useful to create an interim status, such as Triage. After you create the custom status, the new status will be available for selection. To create a custom status, follow the instructions in Create custom case statuses and resolution reasons.

Examples of using the setIssueStatus command in the CLI

The following examples show how to run the setIssueStatus command in the CLI. You can run CLI commands in the War Room. When you start typing, the CLI provides the available options and if you select an enum field, the CLI provides the available values.

• To change the issue status to Resolved - Known Issue, run

  !setIssueStatus status="Resolved - Known Issue"

• To change the issue status to custom status Triage, run

  !setIssueStatus status=Triage

  Note

  You must create a custom status before you can select it.

Example of using the setIssueStatus command in a playbook

The following example shows how the setIssueStatus command can be used in a playbook task. In this example, the task sets a custom issue status (Triage). The custom issue status was created before setting up the playbook.

setAlertStatus_playbook_example.png

Use issue timer field commands manually in the CLI

You can manage the timers for a specific issue by running commands manually in the CLI. By running CLI command you can to manage timers on a more granular level within specific issues when the need arises. For example, for a high severity issue you might need to decrease the response time.

Set timer fields

Use the setIssue command to set a specific issue due date, or to set a specific timer field in an issue. If you add the sla parameter to the command, it sets the time for the issue's due date. If you also add the slaField you set the timer for the issue field.

Example 58.

To change the Time to Assignment field target to 30 minutes in the current issue, run the following command:

!setIssue sla=30 slaField=timetoassignment

To change the timer to February 1, 2024, at 11.12 am, run the following command:

!setIssue sla=2024-02-01T11:12

Note

When defining the values for the slaField use the machine name for the field, which is lowercase and without spaces. You can check the machine name by editing the issue field.

Start or stop timer fields

Run the following commands in the CLI:

Command	Description
startTimer	Starts the timer. This command can also be used to restart a paused timer. Note Timer fields are not started automatically when an issue is created unless run in a playbook.
pauseTimer	Pauses the timer. Use this command when a timer field has already started.
stopTimer	Stops the timer. Note After a timer field is stopped, before you can start the timer again you must reset the timer using the resetTimer command. Timers are automatically stopped when an issue is closed.
resetTimer	Clears all fields for the timer. This command must be used before restarting a timer that was stopped.

Note

When running commands in the CLI, you can specify the alertID to change the timer for a different issue.