7. Case Management Best Practices
This section assumes, that a 2-Level model as described in Understanding Users, Roles, Rights and Case Status is used.
The following actions will be explained:
Opening a case
Handing a case over to the next level
Closing a case
Reviewing the rules that add future logs to this case (Grouping Criteria)
7.1. Open a Case for Editing
The picture below shows the Case Management view with cases that have
been created with the
Auto Case feature.
In our example a Level 1 Analyst would now pick one of these open cases
and set the Status to "Level 1 Working" by opening the case (clicking on
the magnifier button), modifying the status and then clicking
Now the logs within the case can be analyzed and results can be documented in the assessment field. Recommendations can be set from the canned recommendations list. Columns can be faded in and out and comments can be added.
7.2. Case Dispatching
Let's assume, our Level 1 Analyst concludes, that this is a "Legitimate Anomaly". They will now set the status to "Level 1 Finished" and update the case. After setting the case to "Level 1 Finished" the case becomes visible to the Level 2 Analyst.
7.3. Closing a Case
Let's assume, that a Level 2 Analyst now picks one of the cases in status "Level 1 Finished" and starts working on this case.
In this respect we assume, that something suspicious has been found, that needs further analysis by the system administration team. In most organizations this will be controlled through the organization's action request or ticketing system. So, we assume, that we will close the case in the Analysis Cockpit as it is progressed in another system. Thus, the status is changed to closed and the case gets updated.
The Analysis Cockpit provides interfacing to action-request and external ticketing systems using the API.
7.4. Generate and Review auto_case_ids
These auto_case_ids can be reviewed in the
Grouping Criteria section
of the case.
In our example, three auto_case_ids were added that match all 1,000 log lines. In the future all incoming logs, that match one of the three “Detailed Reasons” will be added to this case directly and will not show up in the Log Management section.
There are limitations to the visibility of grouping criteria. Grouping Criteria are only calculated for Alerts and Warnings. For all other types of logs (Notices, Info, Error) auto_case_ids are not calculated, so every log line gets its own highly specific filter that matches future occurrences of exactly the same log line but will not do any kind of generic matching. These highly specific filters are not displayed in the case for simplicities sake.
In rare cases the Analysis Cockpit will find it difficult to calculate
auto_case_ids even for Alerts and Warnings. These logs will get tagged
optimized\_template=false. In this case, the behavior is like for
Notices, Info and Error messages. Grouping Criteria will not show up as
it will be one highly specific filter per log line.
7.5. More Information about Cases
Assets tab of a case shows assets that have contributed at least
one log line to this case. In this example 1.169 assets are affected.
All of them have the same operating system “Debian GNU/Linux 9
Scans tab shows information about the scans (scan ID, group scan
ID) the events have been found in.
Comments / Attachments tab you can add comments and attachments
to this case. Attachments can be used to pass additional information to
members of the analysis team (e.g. memory dump for further analysis).
Changes tab shows information about changes to this case.
In other words: This is your case audit log.
7.6. Bulk Edit / Bulk Delete
The Analysis Cockpit features a convenient way to make certain changes
to groups of cases. Just select the case in the left column and click
Bulk Edit / Bulk Delete button. Now you can select what you want
to change and click the
Edit Selected Cases button to edit. If you
want to delete all of those selected cases, just click the
Delete Selected Cases button.
In this example clicking the
Edit Selected Cases Button would set the
type to "Noteworthy" and the status to
"Level 1 Finished" for cases with
ID 392 and 393. No comments would have been added. Clicking the
Delete Selected Cases
button would delete those cases. As a consequence of
deleting the cases all logs within the deleted cases would show up in
the baselining section.