Create and sync incident tickets

Incident tickets create a 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, Freshservice, 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 from Settings → Integrations, then open Settings → Incident tickets. Each tracker has its own setup steps:

• Jira Cloud
• Jira Server and Data Center
• Linear
• Azure DevOps
• GitHub
• GitLab
• ServiceNow
• Salesforce Service Cloud
• Freshservice

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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. The number of templates available depends on your plan.

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Setting the ticket status

Add the status field to your template to move the ticket between statuses as the incident changes. Bind it like any other field, usually to an expression over the incident’s status. For example, close the ticket when the incident is resolved. We set the status when we create the ticket, and again on every sync after that. What the field is called depends on the tracker: Linear statuses belong to a team, so the field appears once your template targets a team. Salesforce Service Cloud sets the Case status through the fields on your Case object rather than a dedicated field. Both Jira Cloud and Jira Server move an issue between statuses using workflow transitions. Your Jira workflow may have no route to the status you asked for, or the transition may need a field we can’t set such as Resolution. We show that on the incident’s ticket in the dashboard, and keep the ticket’s other fields in sync.

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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: Configure the fallback behavior to select a default template when no condition matches.

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Reuse a ticket from an alert

Jira Cloud, ServiceNow, and Azure DevOps can reuse the ticket an alert already created. If you use one of them as an alert source and have incident tickets configured for it, an incident created from one of its alerts reuses that alert’s ticket instead of creating a duplicate. We keep the existing ticket in sync like any other incident ticket. This happens automatically when all of the following are true:

• The incident was created from a single alert from that tracker. If several are grouped into one incident we can’t tell which ticket to use, so we create a new ticket instead.
• The ticket isn’t already linked to another incident or follow-up, and still exists in the tracker.
• For Jira Cloud, the alert’s issue is in the same project and of the same issue type that your incident ticket template targets.

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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Tracker specifics

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Azure DevOps

Each template targets a project and a work item type. Those two choices determine which fields the template offers. Comments added to the work item sync back into incident.io once the service hook is set up.

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ServiceNow

Incident tickets are created on the incident table, and the template offers that table’s own columns as fields. The incident name becomes short_description, and opened_by is the integration user. Where your template doesn’t set them, we create the record with state 1 (New), urgency 2 (Medium), and impact 2 (Medium). Bind those fields in your template to choose your own values. Work notes, comments, and image attachments added to the ServiceNow record sync back into incident.io.

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Linear

An incident ticket can be a Linear project instead of an issue. Set Create as to Project on the template, and that incident’s follow-ups move into the project as they’re linked. A follow-up whose own template sets a project keeps that project.

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Salesforce Service Cloud

Incident tickets are Salesforce Cases, and the template offers the fields on your Case object.