BrowserDeskHelp › Manage › G16
Connect tickets to ServiceNow, Jira Service Management or Autotask
For every BrowserDesk ticket the relay creates the counterpart in your PSA, passes on status and notes, and adds every remote session as a work note.
Preview this guide has not yet been clicked through on a real device. Button names and steps come from the program but may differ in details.
- For
- Account administrator · IT service provider (MSP)
- Applies to
- Cloud · Own relay
- Licence
- Ticket system (Cloud: booked per access, own relay: with the licence; never in Free)
- Right in the console
- Administrator (Administrator or Tenant administrator)
- Control from
- Browser
- from version
- 20261010.42
What it is for
Many service providers keep their tickets in a PSA or ITSM system. BrowserDesk knows three of them out of the box: ServiceNow, Jira Service Management and Autotask. Once a system is connected, the relay creates the counterpart there for every new BrowserDesk ticket, passes on status changes and notes, and writes an internal work note for every remote session. For other systems there is the generic webhook (G19).
What you need
- The ticket system in the access (Cloud: booked, own relay: in the licence; never Free) — G14.
- A console account with administrator rights for the access (Administrator or Tenant administrator).
- An integration user in the other system: - ServiceNow: user and password. - Jira: the account's email and an API token, plus the project key. - Autotask: user name (API user), secret, API integration code and the company ID.
- An address starting with
https://that the relay can reach from the internet.
How to do it
- FleetTenants → double-click the access (Edit tenant) → tab Integrations. The console calls the access "tenant". The tab only appears when you edit an existing access.
- Card Target: under System choose ServiceNow, Jira Service Management or Autotask and tick Deliver events.
- Enter the Address * of your instance, plus user and password or token.
- Card Mapping: enter your system's fields — for Jira Project key * and Issue type, for Autotask Company ID (companyID) *, API integration code *, Queue (queueID) and Due after days, for ServiceNow for example Assignment group and Close code (close_code). Status and priority values are the defaults of a standard installation; adjust them to your instance.
- Check connection — you should see "Connection OK."
- Save integration. The Save button at the bottom of the dialog does not save the integration.
How you know it worked
- After saving: "Saved — the ticket system connection of this tenant is now on."
- Create a ticket. In the card Delivery the count Delivered goes up; in the ticket, under "Classification", the line In the PSA shows the system and number.
- An incident (ServiceNow), an issue (Jira) or a ticket (Autotask) appears in the PSA.
Good to know
- What goes out: new tickets, status changes, replies and internal notes (public or internal), plus the start and end of every session as an internal work note — with technician, device, reason and duration. If the technician enters the PSA number directly when connecting (e.g.
INC0010001), the note lands on the matching ticket in the PSA. - Nothing is sent retroactively: tickets created before switching on get no counterpart.
- One direction only: changes in the PSA do not come back to BrowserDesk.
- Credentials are stored encrypted and never shown again. If you change the address or system, enter them again.
- A PSA inside your company network can only be reached when this is explicitly allowed on your own relay. In the Cloud, only a system reachable from the internet works.
- The integration has not yet been measured against real ServiceNow, Jira or Autotask instances, only against a simulated counterpart.
If it does not work
| You see | Meaning and remedy |
|---|---|
| "The address must start with https://." | Enter the address with https://. |
| "Connection failed." with code and message | Credentials, address or project/company are wrong. 401/403: check user or token; 404: check address or project key. |
| "The project key is missing.", "The company ID (companyID) is missing." or "The password or API token is missing." | Fill in the required field. |
| Entries under Given up in Delivery | The PSA refused for good, often because of wrong status or field values. Read the error in the list, adjust the Mapping, then Try again. |
| Status changes arrive as a comment instead of a transition (Jira) | No matching transition was found in the workflow. Name the transition in the mapping. |
| Nothing goes out | Deliver events is off, or only Save was clicked instead of Save integration. |