Ticketing & Service Management

Integrate your ticketing and service management tools with Sedai. Streamline your cloud management workflow by connecting with your existing service platforms.

Sedai supports ticketing and service management integrations so that your team can easily log operations from its availability or optimization changes.

Sedai also audits all operations internally, which can be made available via reports and API exports. Contact [email protected] for more information.

How to Integrate

To add a ticketing integration, navigate to Settings > Integrations and click Add Integration; from the side drawer, select Ticketing. Sedai supports the following ticketing systems:

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Jira

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ServiceNow

Resource Mapping

You can choose to receive alerts for all resources connected to Sedai or map specific groups of resources to an integration.

We recommend creating integrations based on individual teams so that you can map the group(s) of resources they are responsible for managing (and avoid noisy alerts).

Jira

When Sedai generates an operation, an issue will be created within your project. The integration supports two workflows within Jira to either automatically approve issues or alert your team to review and approve or reject issues. Both workflows follow the same status flow of Open -> Approval -> Rejected -> Completed and will automatically close issues once the operation is completed (if approved).

Sedai will poll the status of the ticket before it proceeds with the operation. There is also an optional timeout option, after which Sedai can continue with the operations.

Adding Jira as a ticketing integration will automatically create issues and update their statuses based on your workflow preferences. You can also connect Jira as a simple notification integration.

Workflow

Sedai supports two workflows:

  • Basic: Best for tracking open and completed executions. Sedai will open a task with operation details and automatically execute the operation. Once changes are complete, the task status will be updated to indicate it has been completed.

  • Approval: Recommended if your team wants to review operations before they are executed. Sedai will open a task with operation details and wait for you to either approve or reject the changes. You can optionally define a timeout for the review period, which allows Sedai to automatically approve the task if you do not approve it within the allotted timeframe. You can select an approval expiration up to 8 hours after the ticket has been generated.

Import Sedai Workflow

For Sedai to check for status updates and close tickets, it is important to use the predefined workflow which can be imported from the Jira marketplace (Note: Only one workflow is available from the marketplace, and it supports both the Basic and Approval workflows in Sedai's integration).

Note: To import Sedai's workflow, you will need admin privileges within your Jira account.

  • Navigate to Settings -> Issues -> Workflows

  • Click Add workflow -> Import from Marketplace

  • Search for Sedai Approval Workflow for Jira and select the workflow (you can optionally rename the workflow); click Next

  • Review the Workflow statuses (note: do not modify)

  • Navigate to the project settings where the workflow will be used (note: you will need to use the same project's key when you integrate with Sedai)

  • Under workflows, click Add workflow -> Add Existing and choose the workflow imported in the previous step

You will need the following information to integrate Jira:

Project Key

This identifies the project Sedai issues will be created under. To find your key, navigate to your preferred project within your Jira dashboard and select the Project Settings.

Jira URL

This is your organization's unique Jira URL (for example, https://enter-your-domain.atlassian.net)

API token

To generate a token, go to the security section within your account profile. Visit Atlassian Support to learn more about managing your API tokens.

Email

This can be for any user associated with the Jira account.

ServiceNow

Sedai automatically generates change requests in a ServiceNow instance whenever an operation is initiated. This integration supports two distinct workflows: an automated approval process and a manual review and approval process. Once an approved operation is successfully completed, the associated change request is automatically closed.

Before an operation is executed, Sedai checks the status of the corresponding change request. An optional timeout feature is available, allowing Sedai to cancel the operation if the change request is not acted upon within a set time-frame.

Integrating ServiceNow as a ticketing system ensures a streamlined process for creating and managing change requests, aligning with your defined workflow preferences.

Workflow Options

Sedai offers two workflow options for managing ServiceNow change requests:

  1. Basic Workflow:

    • Purpose: This workflow is intended for tracking the initiation and completion of executions.

    • Process:

      • Sedai creates a change request that includes all relevant operation details.

      • The operation proceeds automatically, without requiring prior approval.

      • Upon completion of the operation, the change request status is updated to "Closed."

  2. Approval Workflow:

    • Purpose: This workflow is recommended for teams that require manual review and authorization before an execution can proceed.

    • Process:

      • Sedai creates a change request containing all relevant operation details.

      • The system waits for the designated team to approve or reject the request.

      • A configurable timeout option allows Sedai to automatically cancel the request if no action is taken within a defined time-frame (up to 8 hours).

Required Configuration Parameters

To set up the ServiceNow integration with Sedai, the following parameters are required:

  1. ServiceNow Instance URL:

    • The unique URL of your organization's ServiceNow instance.

    • Example: https://<your-instance>.service-now.com/api/now/table/

  2. Assignment Group:

    • The System Identifier (sys_id) of the assignment group that should be associated with the change request.

  3. Username:

    • The username of an account with the necessary permissions to create and modify change requests within ServiceNow.

  4. Access Token:

    • An authentication token that provides secure and authorized access to ServiceNow's change request APIs.

Additional Considerations

  • Timeout Configuration: Sedai allows you to configure timeout settings, which enables the cancellation of operations if change requests are not reviewed within a specified time-frame.

  • Customization: For workflow customizations or more advanced automation needs, please consult your ServiceNow administrator.

  • API Access: Ensure that ServiceNow's API access is enabled to allow for seamless integration.

For additional assistance or clarification, please contact the Sedai support team or refer to ServiceNow's official documentation on change management workflows.

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