Connect your ticketing system

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Connect your ticketing system

The Integrations page is where you connect an issue tracker so Aiden can pull tickets into the Requests Inbox. This page covers Linear, Jira, and ServiceNow in one place, plus optional StackGen for execution tools.

Open Aiden DevOps -> Integrations (under Configure). An Add more integrations notice in the sidebar can also open this page: Connect ticketing services so Aiden can triage DevOps requests.

Required: any one issue tracker (Linear, Jira, or ServiceNow). StackGen is optional.

Available for roles: Admin Workspace Admin

Scope: Workspace

Footer actions: Back, Skip for now, and Connect and continue.

Intake vs execution integrations

Kind	Purpose	Examples
Intake	Authenticate to the tracker, sync or receive webhooks, post comments, optionally auto-mark status	Linear API key, Jira Cloud token or on-prem PAT, ServiceNow user and token
Execution	Credentials used when a workflow runs tools after Approve & execute	Workspace integrations (cloud, SCM, observability), vault secrets, optional StackGen (signed-in identity)

Connecting a tracker does not authorize infrastructure changes. See Review, approve, and execute.

Credentials for ticket trackers are stored securely. Native StackGen uses your signed-in identity and does not need another DevOps token.

Linear

Tab shows connected state when already linked (for example Using devops-linear).

Authentication and permissions

Field / control	Purpose
Linear API URL	API endpoint (default https://api.linear.app)
API key	Required. Use Get API key for Linear's key page
Connection verified	Shown when the connection succeeds

The key needs enough access to read issues matching your filters and to write comments if you use Post to ticket or Auto post to ticket.

Inbox filters

Field / control	Purpose
Inbox filters (optional)	Limit which Linear tickets appear. Configure Teams, Assignees, and Labels here, or later from Configure Inbox

Webhook and sync

1. Open Configure Inbox, expand Linear, and copy the Webhook URL (includes ?orgId=).
2. In Linear, create an organization webhook with Issues and Comments data change events.
3. Paste the URL and save the signing secret in Aiden (leave blank to keep the current secret).
4. Use Sync / pull when you need a backfill; webhooks upsert live creates and updates.

Limitations

• Comment deliveries that are not replies under Aiden's triage thread do not create new inbox rows.
• Forged or unsigned webhooks are rejected.

Jira

Tab subtitle: Issues, projects, and service desks.

Authentication and permissions

Field / control	Purpose
On-prem Jira	Enable for Jira Data Center. Uses REST v2 and Bearer PAT auth instead of Atlassian Cloud discovery
Jira site URL	Required. Cloud example: https://your-org.atlassian.net. On-prem: full base URL including any context path such as /jira
Account email	Required for Cloud API token auth. For Data Center the credential store still expects a username; auth uses the PAT
API token / PAT	Required. Cloud: Atlassian API token. On-prem: personal access token with issue read/write as needed
Verify connection	Tests credentials before continue

Inbox filters and webhook

Configure projects, assignees, and labels under Configure Inbox. For live upserts:

1. Save a Jira webhook signing secret in Configure Inbox.
2. Create a Jira admin webhook for issue created, updated, and deleted, plus comment created when you want comment-driven chat.
3. Point it at the Aiden webhook URL (includes ?orgId=).

Limitations

• Cloud and on-prem use different APIs; leaving On-prem Jira off while using Data Center fails verification.
• Deleting a Jira issue marks the matching inbox row as source-deleted when present.
• Mentions of @Aiden on issues that already have a triage comment continue chat; they do not invent a new intake path by themselves.

ServiceNow

Tab subtitle: Incidents, assignment groups, and work notes.

Authentication and permissions

Field / control	Purpose
ServiceNow instance URL	Required (placeholder https://your-instance.service-now.com)
Username	Required user or service account with incident (task) read access and work-note write if Aiden should reply
API token	Required. Use Show API token to reveal while typing
Verify connection	Tests credentials before continue

Webhook and scoped app

Without an inbound webhook, incidents appear mainly after pull sync. For live upserts and @Aiden work notes:

1. In Configure Inbox, enable ServiceNow, set a shared secret, Save, and copy the webhook URL (includes ?orgId=).
2. On the ServiceNow side, install or paste an Aiden for DevOps scoped app (Business Rules / UI Action) that POSTs to that URL with Authorization: Bearer <secret>.
3. Typical events: incident created/updated, assigned to the Aiden user, work note containing @Aiden, and Ask Aiden.

If the instance cannot reach Aiden on the public internet, route REST through a MID Server.

Limitations

• Scoped-app install is admin work on the customer instance; Store listing is optional.
• Assignment and @Aiden chat need the webhook path, not pull sync alone.

StackGen (optional)

Tab subtitle: Native AppStack and infrastructure tools. Uses your signed-in identity. No extra token is required. This is an execution integration, not a ticketing intake source.

Shared test-ticket checklist

After connecting a tracker:

1. Create a low-risk ticket that matches your filters (see Quickstart).
2. Confirm it appears in the Requests Inbox via webhook within a few seconds, or after Sync.
3. Open the request and confirm Original request shows the ticket body.
4. Optionally enable Auto post to ticket, create another matching ticket, and confirm the Ops Inbox link comment on the source.
5. Click Verify connection again after any credential rotation.

Credential maintenance

1. Rotate the tracker API key or PAT in the provider first.
2. Open Integrations (or Configure Inbox for webhook secrets), enter the new value, and verify.
3. Leave a webhook signing secret blank when editing other fields if you intend to keep the current secret.
4. After rotation, run the test-ticket checklist above.
5. Revoke the old key in the provider once Aiden verifies.

If connection or webhooks still fail, see Troubleshoot.