Web-Based SOC Ticketing System for Improving Incident Management in Security Operations Centre
Asif Iqbal Hajamydeen, Muhamad Kamarul Lukman Kamarudin, Muhammad Irsyad Abdullah, Md Gapar Md Johar
Security Operations Centres (SOCs) are responsible for managing and responding to cybersecurity incidents in increasingly complex threat environments. However, many SOCs still rely on manual or fragmented methods to track incidents, which can result in inefficiencies and delayed response times. To address this issue, this paper presents the design and implementation of a web-based SOC ticketing system aimed at improving incident management processes. The proposed system provides centralized incident tracking, ticket prioritization, status monitoring, and role-based access through a web interface. The system was developed using a system-based research approach and evaluated through functional and scenario-based testing. The results indicate that the proposed system improves incident organization, enhances visibility of incident status, and supports more efficient SOC workflows. This study demonstrates the practicality of lightweight web-based ticketing solutions in strengthening SOC incident management.