Tickets

A ticket connector syncs incidents to Jira (Cloud, or Data Center / Server), ServiceNow or Meegle (Feishu Project in China). Create a ticket on an incident, or let new incidents get one by rule; from then on the ticket follows the incident: acknowledgements, resolutions, and notes become comments, and resolving the incident moves the ticket to done. The ticket’s status is synced back every 5 minutes, and Jira can also push it at once through a webhook. Open Alerts → Tickets. Viewing requires alerts.tickets.read, managing connectors requires alerts.tickets.manage, and creating tickets on incidents requires alerts.incidents.tickets.

Connect Jira

Select New ticket connector and choose Jira:

Setting	Notes
Site address	For example `https://example.atlassian.net`.
Deployment	Jira Cloud signs in with the Account email and an API token (created on the security page of the Atlassian account settings); Jira Data Center / Server with a Personal access token.
Project key, Issue type	For example `OPS` and `Incident`.
Ticket priority by incident priority	A Jira priority name for each of the organization’s incident priorities (P1 to P5 by default), then for each severity, for example `Highest` for P1; an incident without a priority, or a priority left empty, falls back to its severity, and all empty sets no priority.
Labels	Labels added to tickets; every ticket also gets `molesignal`.
Transition when resolved	A transition’s name or ID; empty takes the first transition to a done status.
Webhook secret	Jira’s webhook is taken only with a secret; see Status sync.

The account needs to create issues, add comments, and run transitions in the project. After saving, select Test connection; on success it shows who it is connected as.

Connect ServiceNow

Click New ticket connector and choose ServiceNow. It uses the Table API; a ticket is a record in a table.

Setting	Description
Instance address, Table	Such as `https://example.service-now.com` and `incident`. The table must extend `task`.
Authentication	User name and password; OAuth client credentials (the instance must allow that grant, property `glide.oauth.inbound.client.credential.grant_type.enabled`); API key (from the Washington DC release, in the `x-sn-apikey` header). The account must be able to read and write the table.
Assignment group, Caller, Category	Fields written on creation. The group and caller are `sys_id`s; empty sets none. Other fields go through `settings.fields` in the API.
Ticket priority by incident	ServiceNow works out the priority from impact and urgency, so write `impact/urgency` here, like `2/1`; one number means both. The incident’s priority is looked up first, then its severity. By default critical is `1/1`, error `2/1`, warning `2/2` and info `3/3`.
State value on resolve, Resolution code	The `state` and `close_code` written when the incident resolves, `6` and `Solution provided` by default. The default data policy requires a resolution code and notes on resolve; the choices of `close_code` differ per instance. The notes say the incident was resolved in MoleSignal, in the workspace’s default language.
States that count as done	Values of `state`, comma separated, `6, 7, 8` by default (Resolved, Closed, Canceled).

Changes on the incident go to work_notes, the internal notes, so they do not disturb the caller. The record’s correlation_id is the incident ID and correlation_display is MoleSignal. Test connection reads the table once.

Connect Meegle

Select New ticket connector and choose Meegle. First create a plugin in Meegle’s developer console to get a plugin ID and plugin secret, and install the plugin in the space where tickets go.

Setting	Notes
Platform, Site address	Feishu (Feishu Project, `https://project.feishu.cn`) or Lark (Meegle, `https://meegle.com`). The site address follows the platform and can be copied, not edited.
Plugin ID, Plugin secret	Exchanged for a plugin token.
Acting as (user_key)	Tickets are made and comments written as this person.
Space (project_key), Work item type (work_item_type_key)	Which kind of work item to make, in which space.
Priority field key, priority mapping	A priority option value for each of the organization’s incident priorities, then for each severity; an incident without a priority, or a priority left empty, falls back to its severity, and all empty sets no priority.
Transition ID when resolved	For work items with a state flow.
Node finished when resolved	For work items with a node flow.
States that count as done	State keys, comma separated; a ticket in one of them is done.

Test connection reads the work item type once, which succeeds when the credentials, space, and type are all right.

Following the incident

Following the incident on the connector decides how its tickets follow the incident:

Setting	Effect
Comment when the incident is acknowledged, Comment when the incident is resolved	Adds a comment saying the incident was acknowledged or resolved in MoleSignal.
Write the incident’s notes as comments	New notes on the incident become ticket comments.
Move the ticket to done when the incident is resolved	Closes the ticket with the transition set above.
Resolve the incident when the ticket is done	When the work is done on the ticket’s side, the incident is resolved, whether open or acknowledged. Off by default.
Make a ticket when a major incident is declared	Creates a ticket with this connector when the incident is declared a major incident.

A ticket’s title is [severity] incident summary, and its body gives the incident’s severity and status, services, labels, triggering query, the summary of its AI root cause, and a link to the incident page; comments and the body are in the workspace’s default language.

Automatic tickets

With Make tickets automatically on, a new incident at or above Severity at least, whose service is among Services (empty means any), gets a ticket with this connector on its own. Each connector creates at most one ticket per incident.

Create a ticket on an incident

Tickets in the incident details lists the incident’s tickets: the key (which opens the ticket), the status, when it was last synced, and any error from syncing or commenting. Select Create ticket, or Create in … when there are several connectors. The ticket is recorded on the incident’s timeline and in the audit log. Action items of a postmortem can each get a ticket too; those tickets get no comments or transitions from the incident and do not resolve it when done.

Status sync

Tickets that are not done are synced every 5 minutes, and a status change goes on the incident’s timeline. What counts as done: for Jira the status category, for Meegle and ServiceNow the states listed on the connector. Jira can push changes at once instead: set a Webhook secret on the connector, and the connector list shows the Jira webhook address with Copy address. In Jira’s System settings → WebHooks, create a webhook with that URL and the same secret, for issue updates. MoleSignal checks X-Hub-Signature with the secret and refuses requests that do not match. The webhook address needs no sign-in; see Public access.

API

Operation	Endpoint
Manage connectors	`/api/v1/alerts/tickets/connectors`
Create a ticket on an incident	`POST /api/v1/alerts/incidents/{id}/tickets`
Jira webhook	`POST /api/v1/public/tickets/jira/{connector_id}`

Get started

Data

Observe

Query and correlate

Reliability

AI ops

Collaboration

Admin

Deploy & operate

Security

Best practices

Resources

Connect Jira

Connect ServiceNow

Connect Meegle

Following the incident

Automatic tickets

Create a ticket on an incident

Status sync

API

​Connect Jira

​Connect ServiceNow

​Connect Meegle

​Following the incident

​Automatic tickets

​Create a ticket on an incident

​Status sync

​API

Connect Jira

Connect ServiceNow

Connect Meegle

Following the incident

Automatic tickets

Create a ticket on an incident

Status sync

API