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Connecting a ticketing system other than Jira or ServiceNow normally means an engineering request and a release cycle. Ticketing Studio removes that step: name your ticketing system and provide a link to its API documentation, and an AI research agent reads it, maps the system’s ticket operations to the way Oleria raises tickets, and produces a connector manifest for you to review. Nothing connects until you approve it and Oleria tests the connection against your live ticketing system. Once connected, Oleria raises tickets in that system from risks and posture findings, the same as with Jira or ServiceNow.

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Prerequisites

  • The Administrator role in Oleria to add a ticketing system. See role permissions.
  • No other ticketing system connected. Oleria supports one connected ticketing system at a time.
  • A link to the ticketing system’s API documentation. You can provide more than one link.
  • Credentials for the ticketing system that use a supported authentication method: an API key, a bearer token, a username and password, or OAuth 2.0 client credentials. Use credentials that can create tickets.

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How Ticketing Studio works

1

Provide the API documentation

Navigate to Settings → Ticketing System and select Get started on the Ticketing Studio tile. Under Which ticketing system do you use?, pick your ticketing system from the list, or select Something else… and enter a Ticketing system name and a Link to its API documentation. Select Add another link to provide more documentation pages.Optionally, open Advanced and add Instructions for the research agent, for example: Tickets must go to the Security queue; we use API v2.If you pick a ready-to-connect system, select Connect and go straight to connecting it. Otherwise, select Start research. If Oleria finds it already has a tested integration for the system you named, research stops there and you provide credentials to connect.
2

The agent researches the API

Oleria AI Researcher reads the documentation and drafts a connector. It streams its progress through each stage and lists the exact documentation pages it read.If the documentation doesn’t describe a usable API, or the system uses an authentication method Ticketing Studio doesn’t support yet, research stops and tells you why. Select Try different docs to point the agent at documentation for a different API of the same system.
3

A deterministic validator checks every draft

Every manifest is checked by a validator that runs outside any AI model. It is a mechanical, rule-based check: a draft that fails returns specific errors, the agent fixes that piece, and only a fully validated manifest advances.
4

Review and connect

Review the Supported operations and anything Oleria AI could not confirm from the documentation, then select Continue to connect. Provide credentials, and Oleria tests the connection against your live ticketing system before anything goes live. See Connection test.

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Ready-to-connect ticketing systems

Some ticketing systems already have a tested integration, so no research is needed. Pick one under Which ticketing system do you use?, select Connect, and provide its credentials. The list also offers common ticketing systems, such as Freshservice, Freshdesk, PagerDuty, Asana, monday.com, ClickUp, GitHub Issues, and GitLab, with their API documentation links already filled in. Picking one of these starts research.

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Supported authentication methods

Ticketing Studio detects the ticketing system’s authentication scheme during research and builds the credential form from it. The form also asks for the system’s base URL, or just your subdomain for systems such as Zendesk, and any system-specific values, such as the project or team that tickets go to.
Ticketing systems that only support SAML or certificate-based authentication aren’t supported yet.

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Connection test

To check access when you connect, Oleria creates one test ticket and then deletes it, or closes it if the ticketing system doesn’t allow deletes. This is the same check that Jira and ServiceNow setup does. The test ticket is titled [Oleria] connection test and is safe to delete if it remains.
  • If the test ticket is created, the connection succeeds.
  • If the credentials aren’t permitted to create tickets, the connection still succeeds as a read-only connection, and Oleria shows which operations the credentials allow.
  • If the ticketing system rejects the credentials, the connection fails with the error from the ticketing system. For a ready-to-connect system, check the credentials and try again. For a researched integration, the integration itself may be wrong; select Discard and start over.
  • If the ticketing system rejects the test ticket for any other reason, the connection fails with the error from the ticketing system. The integration itself may be wrong, so correcting the credentials won’t help. Select Discard and start over, and add instructions or more specific documentation.
For incident and on-call tools where a new ticket pages people, such as PagerDuty or Opsgenie, the research agent drafts the connector to skip the test ticket. Before you connect one of these, select Manifest during review and check that it contains connectionTest: false. Otherwise the test ticket pages your on-call team. When the test ticket is skipped, Oleria still checks the credentials with a read-only request, and Create tickets shows Not checked yet until Oleria creates its first ticket.

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What this connection can do

After you connect, Oleria shows each ticket operation and whether the credentials allow it. The operations are Create tickets, Update tickets, Add notes, Close tickets, and Reopen tickets, depending on which ones the ticketing system’s API supports. These statuses are informational. Oleria keeps trying an operation marked Not permitted, so you don’t need to reconnect: grant the permission in your ticketing system, and the next successful use marks it Verified.

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Managing a Ticketing Studio connection

A ticketing system connected through Ticketing Studio is managed from Settings → Ticketing System, the same as Jira or ServiceNow. Select View details on its tile to see:
  • Ticketing system connection details - the ticketing system, its instance, its status, and who connected it and when.
  • What this connection can do - the status of each ticket operation, as described in What this connection can do.
To remove the ticketing system, select Remove and then Yes, remove. Removing a ticketing system does not delete tickets Oleria already created in it.

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A manifest, not custom code

A traditional ticketing connector is code an engineer writes, compiles, and ships. Ticketing Studio produces a manifest instead: a structured description of the ticketing system’s authentication, ticket endpoints, and field mappings. A generic runtime reads the manifest and behaves as the connector, so a new ticketing system is a configuration change, not a release. The manifest is the integration: select Manifest during review to see it, or Copy manifest to share it.

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Get started

Ticketing

Create and view tickets from risks once your ticketing system is connected.

Integration Studio

Connecting an app for access data instead? Use Integration Studio.

Jira

Using Jira? Connect it directly instead.

ServiceNow

Using ServiceNow? Connect it directly instead.

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Contact us

For questions about Ticketing Studio, or to request a hand-built integration for a ticketing system Ticketing Studio can’t connect, contact us at support@oleria.com.