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Ticketing Integrations

Sync findings to Jira or ServiceNow so your team can track remediation work in your existing ticketing system.

Overview​

Plexicus integrates with Jira Cloud and ServiceNow to automatically create tickets from security findings. When findings are marked as active, you can open tickets; when findings are mitigated or marked false-positive, tickets can be automatically updated.

Entitlements: Jira integration is available on Starter and above; ServiceNow requires Scale or above.

Supported Ticketing Systems​

SystemSupported VersionsSetup Difficulty
Jira CloudJira Cloud (atlassian.net)Easy — OAuth
ServiceNowServiceNow Cloud (instance-url.service-now.com)Medium — API token + instance URL

Connecting Jira​

Prerequisites​

  • Jira Cloud account with admin permissions
  • At least one Jira project
  • Permission to install third-party applications in Jira

Steps​

  1. In Plexicus, go to Integrations → Connectors → Tools
  2. Find Jira and click Configure
  3. Click Connect or Authorize
  4. You'll be redirected to Jira; sign in and grant Plexicus access to your Jira workspace
  5. You'll be redirected back to Plexicus

Configure Jira stage workflow​

After connecting, configure which Jira workflow stages correspond to each finding lifecycle stage:

  1. Click Stage Configuration
  2. For each stage (Triage, In Progress, Resolved):
    • Select the corresponding Jira workflow state (e.g., "In Progress", "Done")
  3. Set Priority Mapping to map finding severity to Jira priority:
    • Critical → Highest
    • High → High
    • Medium → Medium
    • Low → Low
    • Info → Lowest
  4. (Optional) Add Field Mapping to sync custom Jira fields (e.g., Epic Link, Component)
  5. Click Save

Create a ticket from a finding​

  1. On a finding detail page, click Create Ticket or Open in Jira
  2. Select the project and issue type (Bug, Task, Story, etc.)
  3. Confirm the title, description, and priority
  4. Click Create

The ticket is created in Jira and linked to the finding in Plexicus.

Connecting ServiceNow​

Prerequisites​

  • ServiceNow Cloud instance
  • ServiceNow admin access to create an OAuth application
  • ServiceNow instance URL (e.g., https://dev12345.service-now.com)

Steps​

  1. In your ServiceNow instance, create an OAuth application:

    • Go to System OAuth → Application Registry → New
    • Select Create an OAuth API endpoint for external clients
    • Set Name to Plexicus
    • Set Redirect URI to https://app.plexicus.ai/oauth/servicenow/callback (or your self-hosted instance)
    • Leave Client ID and Client Secret as auto-generated
    • Click Submit

  2. Copy the Client ID and Client Secret

  3. In Plexicus, go to Integrations → Connectors → Tools

  4. Find ServiceNow and click Configure

  5. Fill in:

    • Instance URL: Your ServiceNow instance URL (e.g., https://dev12345.service-now.com)
    • OAuth Token: Paste the token (or follow OAuth flow if available)

  6. Click Test Connection

Configure ServiceNow stage workflow​

After connecting:

  1. Click Stage Configuration
  2. For each finding stage, select the corresponding ServiceNow incident state (Assigned, In Progress, Resolved, Closed)
  3. Set Priority Mapping to map finding severity to ServiceNow incident priority
  4. (Optional) Add Field Mapping to sync custom fields (e.g., Assignment Group, Caller)
  5. Click Save

Create a ticket from a finding​

  1. On a finding detail page, click Create Ticket
  2. Select the assignment group and incident type
  3. Confirm title, description, and priority
  4. Click Create

Filtering and bulk operations​

Filter findings by ticketing status​

Use saved filters to view findings by ticket status:

  • Findings with open tickets
  • Findings with closed/resolved tickets
  • Findings not yet ticketed

Create tickets for multiple findings​

  1. In the findings list, select multiple findings
  2. Click Bulk Actions → Create Tickets
  3. Choose the project (Jira) or assignment group (ServiceNow)
  4. Confirm and create

Troubleshooting​

"Connection failed" / "Invalid credentials"

  • Verify your credentials are correct
  • For Jira, ensure your account has the required permissions
  • For ServiceNow, check the instance URL and OAuth token

"Field mapping error"

  • Confirm the mapped fields exist in your Jira/ServiceNow instance
  • Use standard field names (e.g., category, assignment_group)

"Tickets not updating"

  • Verify the Stage Configuration is set up correctly
  • Check that the corresponding workflow states exist in your ticketing system

Next Steps​

Once configured, you can: