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Incident tickets create a single issue-tracker ticket for each matching incident and keep it updated as the incident changes. Use them with Jira Cloud, Jira Server and Data Center, Linear, Azure DevOps, GitHub, GitLab, ServiceNow, or Salesforce Service Cloud. Templates control where tickets are created and which incident data is written to each field. Conditions let you route incidents to different templates based on severity, incident type, custom fields, and other incident data. Once created, incident.io keeps fields controlled by the template up to date and posts incident updates as comments. incident.io is the source of truth, so changes made directly to controlled fields in the issue tracker can be overwritten by the next sync. Incident tickets are separate from follow-ups, which track work that results from an incident and can be exported to issue trackers.

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Getting started

Connect the issue tracker you want to use, then open Settings → Incident tickets. For Jira:
If you already use legacy auto-export for Jira Server, disable it under Settings → Integrations → Jira Server before enabling incident tickets. Leaving both enabled can create duplicate tickets.

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Creating and editing templates

Create at least one template before enabling incident tickets. Choose a connected issue tracker, then configure its destination and required fields. Use fixed values, incident variables, or expressions to populate supported fields. For Jira, the available fields depend on the selected project and issue type. Create multiple templates when incidents need different projects, issue types, or field mappings. For example, route security incidents to a restricted project and operational incidents to an engineering project. Incident ticket templates and automatic ticket creation settings The number of templates available depends on your plan.

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Using conditions

After creating a template, enable Create tickets for incidents. Without conditions, incident.io uses the first template for every eligible incident. Add conditions to create tickets only for matching incidents or to select different templates. For example, select a security template when the incident type is Security. And once saved see how it will affect the creation of tickets:
If you add at least one condition, incident.io does not create a ticket when no condition matches.
Configure the fallback behavior to select a default template when no condition matches.

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Reuse a Jira Cloud ticket from an alert

If you use Jira Cloud as an alert source and have incident tickets configured for Jira, an incident created from a Jira alert reuses that alert’s Jira issue as its incident ticket instead of creating a duplicate. We keep the existing issue in sync like any other incident ticket. This happens automatically when all of the following are true:
  • The incident was created from a single Jira alert. If several Jira alerts are grouped into one incident we can’t tell which issue to use, so we create a new ticket instead.
  • The alert’s issue is in the same project that your incident ticket template targets.
  • The alert’s issue is the same issue type that your template targets.
  • The issue isn’t already linked to another incident or follow-up, and still exists in Jira.
If any of these aren’t true, we fall back to creating a new incident ticket from your template as usual.

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Private incidents

Enable Include private incidents to create tickets for private incidents. Anyone with access to the destination project can see the ticket and its incident data. Make sure the project has appropriate access controls before enabling this setting.

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FAQs

Direct status synchronization isn’t available between incident.io and Jira, but you can work around it using string custom fields and Jira automations:
  1. Create a string custom field in Jira to store the incident status.
  2. In incident.io’s Jira export template, configure the incident status to sync to this string field.
  3. Set up Jira automations to update the actual Jira ticket status based on the value in the string field.
Only string, date, and user fields can be synced from incident.io to Jira. Single or multi-select fields in Jira can only be set as hard-coded values in the export template, and other custom fields from Jira can’t be dynamically synced from incident.io.