The Challenge
SOC teams detect threats in Splunk or a custom alert database, but manual ticket creation in ITSM slows down the response. Alerts get lost, details are incomplete, and mean time to respond grows.
Our Solution
Alerts automatically escalated into ServiceNow or Jira incidents with consistent severity and assignment rules for faster response and reduced missed alerts.
Business Impact
- Automated escalation workflow
- Faster response times
- Consistent incident handling
- Reduced missed alerts
- Complete audit trails
Comprehensive Security Incident Escalation
Clockspring bridges the gap between security detection and incident response through automated escalation:
Alert Ingestion
Pull new alerts from Splunk via REST API or query custom alert databases using JDBC/ODBC with real-time monitoring.
Intelligent Filtering
Apply configurable rules based on severity, category, or impacted system. Enrich with asset and owner details from CMDB.
Automated Ticket Creation
Create ServiceNow or Jira incidents with populated severity, assignment group, and full alert context automatically.
Monitoring & Retry
Record all escalations with complete audit logging and route failed API calls to retry queues for guaranteed delivery.
Systems Involved
Notes: Splunk queries can target saved searches or live indexes. Custom DB must allow direct reads. API credentials must include create-incident permissions in ITSM tools.
How It Works (60 seconds)
- Monitor: Pull new alerts from Splunk API or custom alert databases using real-time monitoring and scheduled queries.
- Filter: Apply intelligent rules based on severity, category, and context enrichment from CMDB asset information.
- Escalate: Create ServiceNow or Jira incidents with automated assignment and complete audit trails for compliance.
- Alert monitoring: Splunk API polling or DB queries via JDBC
- Context enrichment: CMDB lookup for asset and owner information
- Rule application: Filter by severity, type, impacted service
- Ticket creation: ServiceNow/Jira incident creation via API
- Assignment routing: Automated assignment rules and team notifications
- Audit logging: Complete escalation tracking and retry handling
Built‑in Safeguards
- Alert validation: Duplicate detection and data quality checks
- API resilience: Retry logic with exponential backoff for failed calls
- Context enrichment: CMDB integration for complete asset information
- Assignment rules: Consistent routing based on severity and impact
- Audit trails: Complete escalation history and compliance tracking
Stop Missing Critical Security Alerts
Automate escalation from your SOC to ITSM so incidents start with complete context every time.