Connect your existing tools and workflows with Incidents for seamless incident management.

ITSM Platforms

Jira Service Management

Bi-directional sync with Atlassian’s service management platform:

• Automatic incident creation from Jira tickets
• Status synchronization and field mapping
• Resolution tracking and timeline sync

ServiceNow

Enterprise service management integration:

• Incident record synchronization
• Change request correlation
• Asset and CI integration

Alerting & Monitoring

PagerDuty

Complete integration with PagerDuty’s alerting platform:

• Webhook-based incident ingestion
• Escalation policy management
• On-call schedule integration

Prometheus/Grafana

Metrics-based incident detection:

• Alert manager webhook processing
• Custom alert correlation
• Dashboard embedding

Communication & ChatOps

ChatOps Integration

Real-time incident communication:

• Slack: Dedicated incident channels, slash commands, status updates
• Microsoft Teams: Channel automation, bot interactions, workflow integration
• Discord: Community-focused incident response
• Mattermost: Self-hosted chat platform integration

Identity & Access

SCIM 2.0 User Provisioning

Automated user lifecycle management:

• Okta: Complete user and group provisioning
• Azure Active Directory: Enterprise identity integration
• Google Workspace: Automated account management
• Generic SCIM: Any SCIM 2.0 compliant identity provider

Testing Your Integrations

The platform includes a comprehensive connector testing framework for validating integrations with real external systems:

Quick Test

# Test all connectors with live systems
make connectors-verify

# Test specific connector
make test-servicenow
make test-jira
make test-pagerduty

What Gets Tested

• ✅ Authentication: API connectivity and credential validation
• ✅ CRUD Operations: Create, read, update incidents in external systems
• ✅ Field Mapping: Data transformation and custom field handling
• ✅ Error Handling: Network failures, rate limiting, invalid data
• ✅ Performance: Response times, bulk operations, pagination
• ✅ Webhooks: Payload parsing and validation from external systems

Setting Up Test Accounts

Each integration can be tested with free developer accounts:

• ServiceNow: developer.servicenow.com (free developer instance)
• Jira Service Management: atlassian.com (free JSM tier for up to 3 agents)
• PagerDuty: pagerduty.com (free developer account with limited features)

See our Connector Testing Guide for detailed setup instructions.

Getting Started

1. Test Your Connections: Use make connectors-verify to validate setup
2. Choose Your Primary ITSM Platform: Start with Jira SM or ServiceNow
3. Set Up Alerting: Connect PagerDuty or monitoring systems
4. Enable ChatOps: Configure Slack or Teams for real-time communication
5. Automate User Management: Set up SCIM for seamless user provisioning

Integration Architecture

All integrations follow the same architectural patterns:

• Event-Driven: CloudEvents v1.0 for consistent event handling
• Bi-directional Sync: Keep both systems updated automatically
• Conflict Resolution: Intelligent handling of simultaneous updates
• Field Mapping: Flexible configuration for different data models
• Authentication: Secure API key and OAuth-based connections

Best Practices

Configuration

• Use dedicated service accounts for API access
• Implement proper field mappings for your organization
• Set up monitoring for integration health

Security

• Rotate API keys regularly
• Use least-privilege access principles
• Monitor integration logs for security events

Performance

• Configure appropriate sync intervals
• Use bulk operations where available
• Implement rate limiting and backoff strategies