RR-B-03Level 1 · Signal
Repeat security-related help desk tickets
A risky Behavior signal from the help desk (HELP, ticket category): this person opened several security-category tickets in the period: password resets, MFA lockouts or malware cleanups.
Classification
- Risk domain One of 9 areas of human risk, from social engineering to readiness and response. Every signal belongs to one.
- Evidence level
- Maturity practices One capability a program performs, scored on its own: See, Understand, Act, Prove, Govern and Culture.
- Leads to The kind of breach the evidence beneath it points toward, each anchored to a Verizon DBIR or VERIS pattern or an FBI IC3 category.
- NIST CSF 2.0
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- ID.IM-03
- MITRE ATT&CK
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None mapped
The definition, in detail
Definition
The first fix left the habit in place.
Example
A clinic scheduler files her fourth password-reset ticket this quarter and a second request to remove a browser hijacker from the same laptop.
How it is measured
- Source
- Help desk
- Subject
- Person
- Event
- Ticket category
- Risk domain
- Readiness and response
- Provenance
- Forrester
How it is used
Programs count "Repeat security-related help desk tickets" per person from Help desk and read it beside the other Readiness and response signals; it feeds 0 cohorts, 0 sequences and 2 breach scenarios.
A "repeat security-related help desk tickets" event is evidence of behavior under pressure. It is one observed action, and on its own it is no proof of compromise.
Library indicators
The detailed observations in the indicator library with the same risk domain, dimension and polarity as this signal.
- I.0070Does not respond to emergency notification test
- I.0075Fails to attempt assigned trainings
- I.0076Fails assigned trainings
- I.0077Completes assigned trainings late
- I.0078Avoids training
- I.0085Skips interactive training modules
- I.0089Skips assigned trainings
- I.0258Files incident tickets without actionable evidence
- I.0259Misroutes or mislabels incident severity
- I.0260Misclassifies or overuses incident reporting channels
- I.0261Fails to recognize or detect security threats
- I.0262Deviates from documented incident reporting workflows
- I.0263Demonstrates gaps in incident participation or coordination
- I.0264Delays or fails to complete assigned security training consistently
- I.0265Circumvents or evades security training platforms
- I.0266Completes security awareness training with low engagement
- I.0267Completes training misaligned with role or risk responsibilities
- I.0268Ignores or delays pager acknowledgments beyond SLA
- I.0269Creates duplicate incident tickets for the same event
- I.0270Shares incident details in public or unsanctioned channels
- I.0271Performs containment without documenting actions
- I.0272Submits malformed or context-free indicators
- I.0273Mishandles or overwrites incident evidence
- I.0274Bypasses controls citing business urgency without approval
- I.0275Fails to complete post-incident actions
- I.0276Declines or minimally engages in incident simulations
- I.0277Embeds secrets or PII in free-text fields
- I.0278Misses regulatory or customer notification triggers
- I.0412Fails to maintain adequate audit trails for sensitive data access
- I.0413Allows circumvention of secure web gateways
- I.0414Fails to require acknowledgement of acceptable use policies
- I.0415Does not review or address security training gaps
- I.0416Fails to regularly audit access to regulated systems
- I.0417Allows shadow IT use without policy enforcement
- I.0418Allows transmission of business data via personal channels
- I.0422Fails to participate in regular risk assessments
- I.0427Grants remote access without conditional controls
- I.0428Approved use of personal devices without device management or risk acceptance
- I.0431Fails to escalate critical infrastructure policy violations
Continue exploring
"Repeat security-related help desk tickets" (RR-B-03), Human Risk Management Framework v2.0.0, Living Security, CC BY 4.0. https://www.humanriskmanagement.com/taxonomy/signals/rr-b-03-repeat-security-related-help-desk-tickets
Part of the open HRM Taxonomy, CC BY 4.0. Download the taxonomy as JSON · Version history. This page describes one signal.
The initial assessment
Find your level.Then fix what matters.
18 questions, about 4 minutes and nothing to type before the result: your level, a score for each practice and three first playbooks, each Easy, Medium or Hard.