Update ticket summaries or auto-close tickets.

I'd like to second this.

The ticket summary issue isn't a HUGE deal for me personally, but I can definitely see this having some use.

The bigger thing I'd love to see is the ability to close tickets if the issue is resolved on the Sophos side of things.

Thank you for reporting this, Derek! Much appreciated - We'll get this reviewed.

Thanks for the feedback, Adam. 

While we look into the issues of read-only Summary and Initial description + auto-resolved alerts not closing in Manage, can you share what was your experience with the documented known issues in the initial email around incorrect priority, issues enabling the ticket sync etc. ? 

Hi Derek,

Regarding the inability to update the Summary and Initial description, is this something unique for the tickets that synced from Sophos or do you see this happening for tickets that sync from other products as well ?

When our Engineering tried to reproduce this issue they were not able to - they were able to edit both the summary and the initial description fields in Manage.

This is referencing the inability to alter the format of the Summary that Sophos sends. Not the ability to edit the summary/description for the individual ticket in CW. We rely on the summary format to parse tickets in CW and the summaries that this integration sends are vastly different than the Email alert summary format, leaving out critical details we use for ticket parsing. It would be great if we were able to change the summary format at the integration level using some sort of token system.

tokenized summary format example:
{Severity} {Category} Alert for {Company}