Rules for Identities from Incidents
A
Andrew Falkenstein
It'd be nice if we could add rules for identities rather than entire orgs right from the VPN incidents. Ex: User suddenly logs in from Nord VPN, we call the user "Oh yeah I use that on my cell phone, I pay for it personally for when I'm travelling and using public wifi" or they suddenly show up in Mexico "Oh yeah, I'm down here visiting my abuela, I come 2-3 times a year" it'd be nice if we could from the incident screen just create the rule for just that user, rather than exposing the entire company, or having to go chase down the rule and create a new one for just that identity.
M
Mark Curtin
This seems obvious that you should be able to add a Rule from the Escalation options at the Identity level as this is almost always where the Rule is needed. It is never going to be needed at the Account level, and rarely at the Org level.
J
Jeff Custer
The VPN escalation exclusion interface can be confusing for some technicians. An escalation for "weird VPN" shows up, and the interface does not allow setting an exclusion for the identity using the colored buttons, rather the sideways ellipsis is needed to create the exclusion for that identity. The green and red buttons only allow exclusions to be created at the Account or Organization level and so technicians have been creating exclusions at the Account or Org level...which means ALL organizations or ALL identities are approved/unauthorized for a country or VPN solution. To make matter more confusing, if an existing identity has had a rule set against it and another escalation shows up it is in the same box--now what? It would be better if those colored buttons weren't even there, and you only had choices next to the identity. Also, to tie to another feature request, these escalations would be better presented as an incident because they are related to things at the organization level--for an MSP, any work against a specific organization is billable and is not work for the Internal IT folks managing Huntress at the Account level.