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.

The screenshots illustrate native unsaved, disabled setup or review steps. Credential secrets are empty; entered domains are non-resolving examples and other values are fictional. No connector was saved, authenticated, or tested, and no issue, incident, or alert was created.

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

**Jira — unsaved token-mode setup.** Native UNSAVED setup shows fictional site, account, project, and issue-type defaults with an empty API token and Enabled off. The example domains do not resolve. This form is not a custom-field editor or an authenticated-user result; no search or issue creation occurred. Synthetic example data; names, identifiers and measurements do not describe a live tenant. View full-size screenshot.

Add Jira, enter the site URL, account email, token, and optional defaults, then save disabled.
Select Test; it performs a read-only GET /rest/api/3/myself authentication check.
Confirm the returned status, then enable the connector.
There is no Send test UI/API support. Safely verify browsing/search through an approved read-only agent workflow first.
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

**ServiceNow — unsaved incident-default review.** Native Review + add shows all seven generated fields, including fictional assignment group, caller, urgency, and impact. The password em dash means empty, not a stored secret. Disabled describes the UNSAVED draft; Add connector was not clicked. No Incident Table query, authentication result, or incident creation is demonstrated. Synthetic example data; names, identifiers and measurements do not describe a live tenant. View full-size screenshot.

Add ServiceNow, enter the instance and integration credentials, set approved defaults, and save disabled.
Select Test; it performs a read-only incident-table query limited to one number.
Confirm authentication, then enable the connector.
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.
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

**PagerDuty — unsaved Events API v2 setup.** Native UNSAVED setup shows an empty routing key and a fictional default source with Enabled off. There are no escalation-policy or schedule controls here. Send test was not used and no responder was notified; a real trigger could create an alert and page responders. Synthetic example data; names, identifiers and measurements do not describe a live tenant. View full-size screenshot.

Add PagerDuty, enter the secret routing key and optional source, and save disabled.
Select Test; it only confirms that a routing key is stored.
Enable and select Send test. This sends a real trigger event and can open/notify an incident.
Confirm the target service, severity, and routing behavior.
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
A controlled test creates a production incident or issue	Disable the connector, close the controlled record, verify the configured project/table/routing key, and move first validation to a test destination.
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.