Ticketing Integrations (Jira & ServiceNow)
Overview
ET Ducky's ticketing layer is provider-agnostic: list tickets for a host, open a ticket's details, and push a troubleshooting summary back. Two external providers are supported — Jira (Cloud and Server/DC) and ServiceNow (Table API) — plus the built-in native ET Ducky tickets, which need no configuration at all. One active external integration is allowed per organization, and only organization admins can manage it.
For the Tickets page itself (filters, notes, assignment, the end-user support shortcut), see Integrations & Tickets. This page covers the external connectors in depth.
Connecting Jira
- Open Integrations (user menu) and click + Add integration.
- Set provider to Jira and the Base URL, e.g.
https://your-domain.atlassian.net. - Credentials: for Jira Cloud, use your email as the username and an Atlassian API token as the secret (auth type ApiToken). Jira Server/DC accepts username + password or a PAT (Basic).
- Optionally set the project key, host field, and query template (see field mapping below) and save. Credentials are encrypted server-side and never returned to the browser; when editing later, leave the token blank to keep the existing credential.
Ticket lookups search via JQL (up to 20 issues, most recently updated first) and link back to {baseUrl}/browse/{KEY}.
Connecting ServiceNow
- Click + Add integration, set provider to ServiceNow and the Base URL, e.g.
https://instance.service-now.com. - Credentials: a ServiceNow username + password (Basic auth) with read access to the target table and write access for work notes.
- Optionally set the table (defaults to
incident), host field, and query template, then save.
Lookups go through the Table API (/api/now/table/<table>), return up to 20 records ordered by sys_updated_on, and accept either the record number (e.g. INC0010023) or sys_id when fetching a specific ticket.
Field Mapping: Matching Tickets to Hosts
When you pick an agent, ET Ducky asks the integration "which tickets mention this host?" Three settings control the match:
| Setting | Jira | ServiceNow |
|---|---|---|
| Project / Table | Project key (default SUPPORT if blank) | Table name (default incident) |
| Host field | Custom field id for the hostname; blank = match against summary | Field name to match; blank = short_description |
| Query template | Full JQL with a {host} placeholder — overrides the two settings above | Full sysparm_query with a {host} placeholder — overrides the two settings above |
Defaults when no template is set
- Jira:
project = <project> AND "<field>" ~ "<host>" AND status in (Open, "In Progress") ORDER BY updated DESC - ServiceNow:
<field>CONTAINS<host>^active=true
Tip: if your ticket workflow uses statuses other than Open / In Progress (Jira) or your hostname lives in a CMDB reference rather than the description (ServiceNow), set a query template — it gives you full control and {host} is substituted at query time.
Pushing Troubleshooting Summaries
When a Guided Troubleshooting run completes against a linked ticket, the result panel offers Apply to ticket. What lands where:
- Jira — the one-paragraph report summary is added as an issue comment.
- ServiceNow — the summary is appended as a work note on the record.
- Native ET Ducky ticket — the summary is stored on the ticket and added as a note.
Status sync
Status handling is intentionally asymmetric:
- Reading: the ticket lists and detail views always show the current status from the source system (Jira status name, ServiceNow state, or native status).
- Writing: the status dropdown in the result panel updates native ET Ducky tickets. Pushing a summary to Jira or ServiceNow adds the comment/work note but does not transition the external ticket's workflow state — resolve or close it in Jira/ServiceNow itself, per your team's workflow rules.
The Native Tickets Fallback
No integration configured? Everything still works through native ET Ducky tickets:
- Created from the dashboard, from Guided Troubleshooting (Open support ticket), or by end users via the ET Ducky Support shortcut on any agent-installed machine.
- Scoped to your organization and linked to a specific agent; statuses are Open, In Progress, Resolved, Closed.
- Selectable in Guided Troubleshooting exactly like integration tickets, including summary push and status updates.
- Reportable in Data Explorer and Smart Reports.
The By agent view on the Tickets page merges both sources, so a host's native and external tickets appear in one list with a source column.
Troubleshooting the Connection
- Empty ticket list for a host that has tickets — the default match runs against summary / short description. If your tickets reference hosts elsewhere, set the host field or a query template.
- Jira 401/403 — Cloud requires email + API token, not your account password. Check that the token's user can browse the project.
- ServiceNow 403 on push — the integration user needs write access to work notes on the target table, not just read.
- Push failed after a completed run — the report is never lost; it stays on the job. Fix the credential and click Apply to ticket again.