Ticketing

Create and manage tickets in Jira or ServiceNow directly from risks and posture insights in Oleria.

Connect Jira or ServiceNow to Oleria so your security team can create tickets directly from risks and posture insights - without switching tools. When a ticket is created, Oleria automatically populates it with the relevant details (severity, potential impact, recommendation, and a link back to the finding) and assigns it to the configured assignment group.

Ticketing is available from any surface in Oleria that surfaces risks or findings, including Risk Monitoring.

Permissions

Module	Administrator	Operator	Analyst
Ticketing	Create ticket, View ticket, Add ticketing system, View ticketing system, Delete ticketing system	Create ticket, View ticket, Add ticketing system, View ticketing system, Delete ticketing system	Create ticket, View ticket

Also refer to role permissions.

Connect a ticketing system

Configure your ticketing system before creating tickets. Select your ticketing system to get started:

• Jira
• ServiceNow (automated setup)
• ServiceNow (manual setup)

Ticketing system configuration is not on the Integrations page. Navigate to Settings → Ticketing system.

Create a ticket

1. Open a risk

   Navigate to Posture → Risk Monitoring and select a risk to open its detail panel.

2. Create the ticket

   Select Create ticket in the risk details panel. A confirmation message appears, and the panel updates to show the generated ticket number with a button to view it in your ticketing system.

   

   

The ticket is automatically assigned to the assignment group configured when you connected your ticketing system.

View a ticket

1. Open a risk with a ticket

   Navigate to Posture → Risk Monitoring and select a risk that has a ticket. The risk detail panel shows the ticket number.

2. Open the ticket

   Select View ticket in the risk details panel. The ticket opens in your ticketing system in a new browser tab.

   

Only tickets created from Oleria appear in the risk details panel.

Remove a ticketing system

1. Open the ticketing system settings

   Navigate to Settings → Ticketing system.

2. Open the integration details

   Select View details for the ticketing system you want to remove.

3. Delete the integration

   Select Delete and confirm.

Removing a ticketing system from Oleria does not delete tickets that were previously created. Existing tickets remain in your ticketing system and continue to appear in Oleria for any risks where they were already created.

Contact us

For questions, contact us at [e-mail].