Anomaly Tickets¶

The Tickets section of an anomaly connects it to the ticketing system your team already works in. Qualytics supports Jira Cloud and ServiceNow. A linked ticket carries the anomaly into the team's queue, and Qualytics keeps the two in step: it reads the ticket's status back onto the anomaly, posts the anomaly's status changes and comments to the ticket, and can move the anomaly when the ticket is closed.

Tickets are available once an administrator has connected a ticketing integration. See Ticketing Integrations.

Linking and Creating Tickets¶

There are two ways to connect an anomaly to a ticket:

Link an existing ticket when the work is already tracked. Linking only records the association in Qualytics: the ticket itself is not changed.
Create a new ticket from the anomaly when it is not. The form comes already filled in from the anomaly, and the new ticket is linked as soon as it is created.

An anomaly can have any number of tickets, and one ticket can be linked to several anomalies, but the same ticket cannot be linked twice to the same anomaly. Unlinking removes only the association: the ticket stays in the ticketing system.

A Flow can also create tickets for anomalies on its own, with the Create Ticket action. See Ticketing.

The Ticket Card¶

Each linked ticket is shown as a card in the Tickets section:

Part	What it shows
Ticket number and status	The ticket's key and its current status, as read back from the ticketing system.
Title	The ticket's title, as read back.
Last synced	When Qualytics last read the ticket.
View	Opens the ticket in the ticketing system, in a new tab.
Unlink	Removes the link between the ticket and the anomaly.
Two-way or Read only	The ticket's sync mode. Click it to switch. Shown only while the integration itself allows two-way sync.

Sync Modes¶

Each linked ticket has its own sync mode, so one ticket can be silenced without touching the others:

Mode	What Qualytics does
Two-way	Posts the anomaly's status notes and comments to the ticket, and reads the ticket's status, title, and comments back.
Read only	Writes nothing to the ticket. Still reads its status, title, and comments back.

Switching back to Two-way does not replay what happened while the ticket was read only. An administrator can also set the whole integration to read only, which stops writes to every ticket at once. See Change a Ticket's Sync Mode.

What Reaches the Ticket¶

While a ticket is two-way, Qualytics writes three kinds of updates to it:

Status notes. Each time the anomaly's status changes, the ticket receives a note naming the new status. In ServiceNow it is a work note, in Jira a comment.
Comments. A comment written on the anomaly's Timeline is posted to the ticket. Jira also mirrors comments written on the issue back onto the Timeline. ServiceNow does not. See Comments and Linked Tickets.
Status transitions. With Anomaly status sync on, the ticket is moved to the status its mapping pairs with the anomaly's new status.

When a Ticket Moves the Anomaly¶

With Anomaly status sync on, the link also works the other way: when a ticket reaches a status that the integration's mapping pairs with an anomaly status, the anomaly can move to it. The anomaly moves only when every ticket linked to it sits at a status mapped to the same anomaly status, read only tickets included. A status the mapping does not name never moves anything, and a ticket never reopens an archived anomaly.

The change is recorded on the anomaly's Timeline like any other, and Flows on Anomaly Status Changed run for it. See anomaly status sync for Jira and ServiceNow.

New Ticket Fields¶

The form for a new ticket comes already filled in from the anomaly, so in most cases you only review it and click Create Ticket:

Jira: the Summary (required), Description, Status, Priority, and Assignee. The priority is filled in from the anomaly's Impact, and the issue type is the one set for the project on the integration, Task unless another was picked.
ServiceNow: the Short Description (required), Status, Priority, Urgency, Impact, Description, Category, Subcategory, Assignment Group, and Assigned To. The priority, urgency, and impact are filled in from the anomaly's Impact.

Below the description, Qualytics adds the anomaly's details and location, with a link back to the anomaly. For every field, its limits, and how it is filled in, see the field reference of Create a Jira Ticket and Create a ServiceNow Ticket.

Archiving, Deleting, and Tickets¶

Archiving an anomaly keeps its tickets linked, and the archive is posted to every two-way ticket as a status note. While the anomaly is archived, tickets cannot be linked or unlinked until it is restored. Deleting the anomaly removes its links. In both cases the tickets stay in Jira or ServiceNow, with everything Qualytics already posted on them.

Permissions¶

Linking, creating, and unlinking tickets, and changing a ticket's sync mode, require the Manager role and the Author team permission on the anomaly's datastore. Reading the Tickets section needs only the Reporter team permission. See Anomaly Permissions.