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Toktra’s ITSM integration turns policy violations into actionable tickets in your existing service management platform. Tickets are created automatically when a violation fires, and status changes in your ITSM flow back into Toktra via a webhook receiver.

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Supported platforms

ServiceNow

REST API — incidents created via the Table API (/api/now/table/incident) with Basic authentication.

Jira Cloud

REST API v3 — issues created via /rest/api/3/issue with Basic authentication (email + API token).

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Configuring an ITSM connector

1

Open the Integrations page

In your Toktra dashboard, go to Integrations → ITSM (/integrations/itsm). Click Add connector.
2

Choose a platform

Select ServiceNow or Jira from the platform dropdown.
3

Enter credentials

Fill in the platform-specific fields described in Required credentials below.
4

Set defaults

Enter a Default project (Jira project key, e.g. SEC) or Assignment group (ServiceNow) and a Default issue type (e.g. Bug, Incident). These are used when creating tickets from policy violations.
5

Test the connection

Click Test connection. Toktra creates a low-severity test ticket in your ITSM and shows you the external ticket ID. Verify the ticket appears before saving.
6

Save and activate

Toggle Active on, then click Save.

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Required credentials

Environment variables
Toktra uses HTTP Basic authentication (Authorization: Basic <base64(username:password)>). For production use, create a dedicated service account with the minimum required permissions.

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Automatic ticket creation

When the Toktra policy engine evaluates a violation, it automatically calls your active ITSM connector. Tickets are created with:
  • Title: [Toktra] <event_type>: <summary> — e.g. [Toktra] policy_violation: max-tokens exceeded
  • Description: Full JSON violation payload including user, model, provider, and policy details
  • Severity mapping: See Severity mapping below
  • Labels (Jira): toktra, ai-policy, and the severity level
Toktra records the external ticket ID and provides a direct link to the ticket in the Incidents page.

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Severity mapping

Toktra severity levels map to native ITSM priority fields as follows:
ServiceNow sets the incident priority automatically from urgency + impact using the default priority matrix.

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Bidirectional sync

When a ticket is resolved or updated in your ITSM, you can push the status change back to Toktra. Configure your ITSM to send a webhook to:
The webhook payload should include:
ITSM webhook payload
Toktra matches the external_ticket_id to a known ticket and updates its status in the Incidents page. Valid status values are open, in_progress, resolved, and closed.
Toktra does not currently verify an HMAC signature on inbound ITSM webhooks. Restrict access to the webhook endpoint at the network level (e.g. allowlist your ITSM’s IP ranges).

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Creating tickets manually

You can create an ITSM ticket for any incident directly from the Toktra Incidents page:
1

Open the incident

Go to Incidents and click the incident you want to escalate.
2

Create ticket

Click Create ITSM ticket. Select the ITSM connector to use if you have more than one configured.
3

Review and submit

The ticket title and description are pre-filled from the incident. Edit if needed, then click Submit.
You can also create ITSM tickets directly from Slack using the /toktra-alerts command. See the Slack integration page.

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Viewing linked tickets

All tickets created by Toktra appear in Integrations → ITSM → Tickets with their external IDs and direct links. The table shows ticket status as last reported by your ITSM webhook.