Configure ticketing and ITSM connectors

Jira and ServiceNow intentionally have no Send test button because delivery would create a real record. PagerDuty is allowlisted, but its Send test triggers a real alert.

Prerequisites

  • connectors.manage.
  • Jira Cloud base URL, account email, API token, and optional default project/issue type.
  • A least-privilege integration account that can browse the intended project and create issues only when required.
  • Instance URL and a dedicated integration username/password with a scoped ITSM role.
  • Optional approved defaults for urgency, impact, assignment group, and caller.
  • An Events API v2 integration routing key from the intended PagerDuty service and an optional default source.
  • An agreed test window and responder awareness.

Route

  • Open /automations/connectors.

How to configure Jira

  1. Add Jira, enter the site URL, account email, token, and optional defaults, then save disabled.
  2. Select Test; it performs a read-only GET /rest/api/3/myself authentication check.
  3. Confirm the returned status, then enable the connector.
  4. There is no Send test UI/API support. Safely verify browsing/search through an approved read-only agent workflow first.
  5. If end-to-end creation must be proven, use a controlled sandbox project and an explicitly approved workflow, then close/delete the test issue according to Jira policy.

Expected result: Test reports authenticated without creating an issue.

Verification: Confirm the integration identity and project permissions in Jira; for an approved creation test, verify project, issue type, reporter, and issue key.

How to configure ServiceNow

  1. Add ServiceNow, enter the instance and integration credentials, set approved defaults, and save disabled.
  2. Select Test; it performs a read-only incident-table query limited to one number.
  3. Confirm authentication, then enable the connector.
  4. There is no Send test UI/API support. Verify read access first; if creation must be proven, use a non-production instance or designated test process through an approved workflow.
  5. Resolve/close the test incident according to ServiceNow policy.

Expected result: Test reports authenticated and creates no incident.

Verification: Confirm the integration user and, only for an approved creation test, the incident number, assignment, urgency, and impact.

How to configure PagerDuty

  1. Add PagerDuty, enter the secret routing key and optional source, and save disabled.
  2. Select Test; it only confirms that a routing key is stored.
  3. Enable and select Send test. This sends a real trigger event and can open/notify an incident.
  4. Confirm the target service, severity, and routing behavior.
  5. Resolve the test alert in PagerDuty immediately after verification.

Expected result: Test reports configured; Send test creates a real PagerDuty event/alert.

Verification: Check the intended service, incident timeline, notifications, and integration source.

Safety and rollback

Use a dedicated account rather than a personal administrator. Disable the connector, revoke credentials, and close any controlled test incident.

Coordinate before sending. Resolve the test event, disable the connector, and rotate a disclosed routing key.

Do not use a production project for first validation. Disable the connector and revoke the token; clean up any deliberately created test issue in Jira.

Troubleshooting

Symptom Resolution
Unexpected result Re-check route, permissions, and latest refresh state before retrying.
Check Cloud base URL, email/token pairing, token status, project key, issue type, and browse/create permissions Absence of Send test is expected.
Connector lifecycle Review connector configuration and retry.

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