Creating an Incident Ticket

With the Jira and Shortcut integrations for FireHydrant, you can automatically create a new Jira, ServiceNow, or Shortcut ticket at the start of your incident; this new ticket automatically synchronizes all new action items and links them to a parent ticket.

If you haven't configured your ticketing system integration, you can find instructions here:

Configuring the incident ticket Runbook is simple. In the Runbook step dedicated to creating an incident ticket, provide a default summary and description. (In these fields, you can include any variables as defined by the Liquid templating language.) After you configure this step, any incident with this Runbook attached to it will generate a Jira, ServiceNow or Shortcut ticket.

Note: The default behavior is to allow only a single top-level incident ticket per FireHydrant incident. There is no limitation on linked action items tickets. If your organization requires multiple top-level incident tickets per incident, please create a support ticket to request that this functionality be enabled for your organization.

The Runbook configuration is slightly different for the various ticketing integrations.

Configuring a Runbook Step for Jira Cloud

To configure FireHydrant to create a new Jira Cloud issue upon opening an incident, from the Runbook step menu under Jira Cloud, select to add a Create a Jira Cloud issue Runbook step.

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Configuring a Runbook Step for Jira Server (On Premise)

To configure FireHydrant to create a new Jira Server issue upon opening an incident, from the Runbook step menu under Jira Server (on premise), select to add a Create a Jira Server issue Runbook step.

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Configuring a Runbook Step for Shortcut

To configure FireHydrant to create a new Shortcut issue upon opening an incident, from the Runbook step menu under Shortcut, select to add a Create a Shortcut issue Runbook step.

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Configuring a Runbook Step for ServiceNow

To configure FireHydrant to create a new Shortcut or ServiceNow issue upon opening an incident, from the Runbook step menu under FireHydrant, select to add a Create an Incident Ticket Runbook step.
 
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