Ticketing Settings

In addition to the settings for specific ticketing providers, FireHydrant has some additional settings users can configure for Incidents and Follow-Ups that are configurable at Settings > Ticketing settings in the UI.

Follow-Up Ticket Priorities

Follow-up ticket priorities in Ticketing settings

Follow-up ticket priorities in Ticketing settings

When creating Follow-Up tickets, users can specify the Priority. Combined with custom field mapping for specific ticketing providers, these priorities can then be mapped to an external ticketing provider's priority values, ensuring that tickets created in external systems are set to correct values for prioritization of work.

Example mapping of FireHydrant Priority to Jira Priority

Example mapping of FireHydrant Priority to Jira Priority

Visit the documentation for your respective ticketing provider for more information on field mapping.

General Ticketing Settings

Default project for incident tickets

This chooses a default external ticketing integration project for two items:

Most users will not use the "Create an incident ticket" Runbook step. FireHydrant recommends using the specific Runbook steps for their respective ticketing providers:

The only exception to this is for organizations using ServiceNow, who will need to use this step since there is no dedicated "Create a ServiceNow ticket" Runbook step.

Follow-up Title Template & Description Template

Organizations can fill in pre-templated content for Follow-up tickets. When creating a Follow-up ticket from either Slack or the Command Center web UI, this content will be prefilled in the input boxes, making it easier to quickly create tickets.

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Note:

These fields support Liquid templating.

Example of pre-filled Liquid templating for Follow-ups

Example of pre-filled Liquid templating for Follow-ups

How this looks pre-filled when creating a Follow-up

How this looks pre-filled when creating a Follow-up

How the Follow-up looks when it's created

How the Follow-up looks when it's created