How to Automate Jira & ServiceNow Tickets from OpenIAM

New hire? Access request? Some identity events need a ticket in your service desk. Until now, creating those tickets from OpenIAM meant doing it by hand or writing a custom Groovy script. The new ticketing integration removes the need for scripting in most cases: you choose which triggers create a ticket and configure everything in the user interface. For IT teams in financial services, public sector, and pharmaceutical organizations, identity events that need follow-up in the service desk should be tracked consistently, from creation to closure. This video shows how to connect Jira or ServiceNow, write a ticket rule, and follow a ticket through its lifecycle. 🔌 Connect your ticketing system ✅ Start the ticket connector, deployed like any other OpenIAM Java connector ✅ Create a managed system pointing to your Jira site or ServiceNow instance, with credentials stored in Vault ✅ Use Test Connection to confirm OpenIAM can reach it 📝 Write a ticket rule ✅ Pick a trigger, such as Request Submitted ✅ Choose the action (create, update, or close) and the target project ✅ Use placeholders to fill in ticket text from the event, with a live preview of exactly what will be sent 🎫 Follow the ticket ✅ The ticket appears in Jira or ServiceNow (often as an incident, though other types are available) with the user, their manager, and the trigger already filled in ✅ In self-service, each request shows its ticket key with a direct link, or a clear failed status if delivery didn’t go through ✅ The Tickets page in OpenIAM tracks every delivery, shows the last error for any failure, and lets you retry ✅ During rollout, simulation holds create, update, and close requests for review before anything is sent One ticket per subject: created, updated, and closed for you. No more chasing tickets. 🔗 Learn more about OpenIAM: https://www.openiam.com 🔗 Request a demo: https://www.openiam.com/contact-sales #ServiceNow #Jira #IAM #identitygovernance