Address issue findings in your Scorecard

Remediate a finding without requesting resolution

If you remediate the vulnerability but do not ask us to resolve it, the finding decays after a certain number of days, depending on the issue type.

For example, if you move a server that we flagged for a finding behind your firewall, our recurring scans no longer detect it. Eventually, the finding is automatically removed from your Scorecard.

Comment on a finding that you cannot resolve

Certain issue findings, such potential vulnerabilities cannot be resolved. They remain on your Scorecard for visibility so that customers, prospects, or partners can gain a complete assessment of your security posture. In this case, you can use a platform feature to comment on the finding and indicate whether you have addressed the finding, so that organizations know that you are aware of it and are taking action to reduce risk.

Manage the affected asset or request its removal

If you believe the asset with the issue finding does not belong to your organization, or if it is associated with your organization in a way that should impact your score less or not at all, such as with a parked domain, you can manage the asset in your Digital Footprint.

Use the platform to resolve an issue finding

Take the following steps to locate an issue, review its findings, and them initiate resolution:

Locate the issue type with findings that you want to resolve.

1. In the platform, select My Scorecard from the top navigation menu.
   
   
   
   
2. In your Scorecard, view issue types by factor and then select the issue you want to address, or...
   
   
   
   ... select the Issues tab to view all issues at once, and then select the issue.
   
   
   
   
3. Choose the "findings" tab to review the list of findings. 
   
   
   
   4. Choose the "recommendations" tab to review more details and recommended actions.
   
   

Initiate resolution for findings

1. Scroll down to the Findings table, and the select the findings you want to address.
2. If you have remediated the issue, click Fixed. Otherwise click Other resolutions and select the reason you want to resolve the finding.
   
   
   
   
3. For reasons other than This is not my IP or domain, provide as much detail or context to help Support review your request. Then, click Submit.
   
   
   
   For the reason This is not my IP or domain, click the link to manage the affected finding in your Digital Footprint. Learn how to manage assets in your Digital Footprint.
   
   

What happens next: approvals, projected scores, denials

After you submit a resolution request, our Support team reviews it and any supporting evidence. See the Dispute, Correction, and Appeal section of our Trust page for response times.

If Support approves your request, we display a banner on the Score Factors page of your Scorecard

Click Approved Requests to see the approvals.

Based on these approvals, your score changes in one to three days.

For denials, you receive an explanatory email. 

Note: In addition to the Factors page, your Projected Score is also reflected in your Scorecard's company overview. 

Comment on an issue or finding

There are two ways to comment on an issue that you cannot resolve. 

1. Locate the issue or finding. 
2. Tap Add Comment. 
   
   
   
   

3. Select one of the preset comments and tap Save.
   
   

   

The second way is directly in the findings table. 

1. Use the scroll bar to ensure the entire first row of the table is visible. Then, tap on the comment icon. 
   
   
2. A modal window will open. Type in your comment, then tap Save. 

Get help

For more information or additional questions, submit a support request.