CT-Ops
Incident Ticket Settings
Global CT-Ops settings for external incident ticket systems and link templates.
The Incident Ticket Systems settings page controls which external systems operators can select when linking service desk, customer, or vendor ticket references to CT-Ops incidents.
Open it from Settings → Integrations → Incident Tickets.
Configured systems
Use Add system to register an external ticket system. Each system has:
| Field | Required | Purpose |
|---|---|---|
| System name | Yes | The label responders select on incident detail pages, such as ServiceNow or Jira Service Management. |
| External link template | No | Optional URL template used to prefill the incident ticket link. Use {ticket-number} where the ticket number should be inserted. |
For example:
https://service-now.example/tickets/{ticket-number}The link template is optional. If it is not set, linking an external ticket does not generate a URL automatically.
Incident entry behavior
When no external ticket systems are configured, incident responders can type the ticket system as free text. This keeps small or early installations flexible.
After one or more systems are configured, free-text system entry is disabled on incident detail pages. Responders choose from the configured systems instead, which keeps reporting and audit history consistent.
If a configured system has a link template, CT-Ops can prefill the optional link from the entered ticket number. Responders can still paste or edit the link before saving; the pasted URL is stored instead of the generated one.
Viewing linked tickets
Linked external tickets appear on the incident detail page. CT-Ops displays the ticket number and URL as separate rows with a copy button beside each value.
When a URL exists, operators can open it in a new browser tab. The URL field is also selectable, so clicking it highlights the full value for manual copying even when the visible text is truncated.
Removing a linked external ticket opens a confirmation dialog before CT-Ops unlinks the reference from the incident.