> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oleria.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/administration/default-user-roles).

## Connect a ticketing system

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

* [Jira](/workspace/jira-ticketing)
* [ServiceNow (automated setup)](/workspace/servicenow-ticketing)
* [ServiceNow (manual setup)](/workspace/servicenow-ticketing-manual)

<Note>Ticketing system configuration is not on the **Integrations** page. Navigate to **Settings** → **Ticketing system**.</Note>

## Create a ticket

<Steps>
  <Step title="Open a risk">
    Navigate to **Posture** → **Risk Monitoring** and select a risk to open its detail panel.
  </Step>

  <Step title="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.

    ![Risk Monitoring detail panel showing the Create ticket button](https://cdn.prod.website-files.com/63fc7e99bfef1938067db500/676e063b72d1e888a58ad967_676e061c26a5b289627f9484_Screenshot%25202024-12-26%2520at%25205.25.30%25E2%2580%25AFPM.png)

    ![Risk Monitoring detail panel showing the generated ticket number and View ticket button after ticket creation](https://cdn.prod.website-files.com/63fc7e99bfef1938067db500/676e063b72d1e888a58ad95b_676e0630df366a17df2b7042_Screenshot%25202024-12-26%2520at%25205.25.55%25E2%2580%25AFPM.png)
  </Step>
</Steps>

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

## View a ticket

<Steps>
  <Step title="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.
  </Step>

  <Step title="Open the ticket">
    Select **View ticket** in the risk details panel. The ticket opens in your ticketing system in a new browser tab.

    ![Risk Monitoring detail panel showing View ticket button with the associated ticket number](https://cdn.prod.website-files.com/63fc7e99bfef1938067db500/676e044e7e2d981d1c5f3f34_676e044527d86c36f3884b2f_Screenshot%25202024-12-26%2520at%25205.28.12%25E2%2580%25AFPM.png)
  </Step>
</Steps>

<Note>Only tickets created from Oleria appear in the risk details panel.</Note>

## Remove a ticketing system

<Steps>
  <Step title="Open the ticketing system settings">
    Navigate to **Settings** → **Ticketing system**.
  </Step>

  <Step title="Open the integration details">
    Select **View details** for the ticketing system you want to remove.
  </Step>

  <Step title="Delete the integration">
    Select **Delete** and confirm.
  </Step>
</Steps>

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 [support@oleria.com](mailto:support@oleria.com).