Ticketing Integrations

Overview

Ticketing integrations connect Veltrix to your change and issue management system so that every configuration change can be tied to a ticket. You set up a ticketing connection once, and from then on any configuration can be linked to a ticket: either by creating a new ticket from the configuration or by attaching an existing one.

Two systems are supported:

Once a ticket is linked, Veltrix keeps it informed. Validation results, edits, approval activity and deployment outcomes are posted to the ticket as comments, so the ticket becomes a running record of the change. Veltrix never closes a ticket on its own; closing is a deliberate action by a person.

Where to Find It

• Connections: sidebar Settings → Ticketing (/settings/ticketing), also a card on the Settings hub: “Connect ServiceNow, Zendesk, or another provider to link configurations to change/issue tickets.”
• Linking tickets: on a configuration. In an app's configuration list or pipeline view, click the Change / issue tickets icon on the row, or open the configuration's details and use the Tickets button or the Change / Issue tickets section.

Set Up a Connection

1. Open Settings → Ticketing. The page shows a card for ServiceNow and one for Zendesk.
2. Click Configure (or Add Another if you already have one) on the provider.
3. Enter a Display Name.
4. Enter the Instance URL, the base address of your instance, such as https://your-instance.service-now.com or https://your-subdomain.zendesk.com.
5. Choose the Authentication Method and fill in its fields (below).
6. Optionally tick Set as default ticketing connection.
7. Save, then click the Test connection icon on the new row.

You can have several connections per provider (for example separate production and sandbox instances).

ServiceNow fields

Zendesk fields

• The Instance URL must be a valid URL that resolves to a public host (use your instance's https address). Addresses that point at private or internal networks are rejected when you save.
• Secrets are encrypted at rest and masked when read back. When editing, leave a secret field blank to keep the stored value.

Manage Connections

Each card lists its connections with a status icon, the name, a Default star and the date of the last test. Row icons:

A connection that is disabled is skipped when Veltrix posts updates to linked tickets and cannot be used to create, link or close tickets.

Link a Ticket to a Configuration

1. Open the configuration's ticket panel (see Where to Find It) and click Link ticket.
2. In the Link a ticket dialog, pick a Ticketing connection, or leave the default (Use the tenant default). If no connection exists, a warning links you to Settings → Ticketing.
3. Choose a mode:
   • Create new — enter a Summary (required), an optional Description, and a Ticket type (Change, Incident, Problem or Task). The summary is prefilled as “Change: <configuration name>” and the description with the configuration's status, version and description. Veltrix creates the ticket in your system and links it.
   • Link existing — enter the Ticket ID or number (for example CHG0030001 or #4521): the ServiceNow sys_id or number, or the Zendesk ticket ID. Veltrix looks the ticket up and refuses to link if it cannot find it.
4. Choose the Link type: Change or Issue.
5. Click Create ticket or Link ticket.

A configuration can have several linked tickets. Each appears in the panel with the provider, the link type (Change or Issue), the ticket's own status, its key (a link to open it in your ticketing system) and its title.

Actions on a linked ticket

• Close ticket resolves the ticket in your ticketing system after a confirmation. It is hidden when the ticket already looks closed, solved, resolved, complete or cancelled. In ServiceNow it moves the record to the closed state for its table with close notes (using ServiceNow's out-of-the-box closed state for the table); in Zendesk it marks the ticket solved.
• Remove link deletes only Veltrix's association; the ticket itself is untouched.

Status badges are coloured by the ticket's reported state: green for closed, solved, resolved or complete; red for cancelled, rejected or failed; amber for on hold or pending; blue otherwise.

What Veltrix Writes Back to the Ticket

For every ticket linked to a configuration, Veltrix adds a comment (a work note in ServiceNow, a private note in Zendesk) prefixed with [Veltrix] when:

• the configuration's validation passes or fails;
• the configuration is edited (it returns to draft and needs re-approval);
• it is submitted for approval;
• an approval decision lands, or changes are requested with the reviewer's reason;
• a reviewer leaves a review comment;
• a deployment succeeds or fails (a failure note includes the reason).

These updates are best effort and happen in the background. If the ticketing system is unreachable, the update is skipped and logged; it never blocks validation, approval or deployment. Veltrix does not change a ticket's state or fields from these events; only the explicit Close ticket action does.

Permissions, Plans and Limits

Ticketing is a separate permission resource, so a custom role must be granted it explicitly. See Access Control. Ticketing is not gated by plan tier and has no per-plan connection limit; creating tickets is subject to the usual limits of your ServiceNow or Zendesk instance.

Good to Know

• Use a dedicated service account or API token with the least access that can create and update tickets in the tables or groups you need.
• OAuth access tokens are used as-is and are not refreshed automatically yet. If tests start failing with a 401, replace the token.
• For Zendesk, the Change ticket type is created as a Zendesk task; if you need richer fields (custom fields, groups, forms), those are not mapped from the portal today.
• Closing a ticket and posting updates both need a working, enabled connection. If you remove a connection, add a new one and link the ticket again.
• Tickets created from Veltrix start with your system's own defaults; Veltrix supplies the summary, description and type only.