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Overview

When Auto-Create Ticket is off in your Jira integration, Backline does not file remediation tickets on its own. Instead, your team decides which remediations get a ticket and creates each one from Backline, choosing the Jira project and, optionally, who it is assigned to. The ticket is composed exactly like an automatic one, so it has the same title, content, and field values whichever way it was created.
When Auto-Create Ticket is on, Backline files tickets automatically and the Create ticket action is not shown. See Automatic Remediation Tickets.

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Prerequisites

To create a ticket, you need:
  • A connected and fully configured Jira integration — Jira (Token) or Jira (App) — with at least one configured project or a Default Jira Project
  • Auto-Create Ticket turned off in the integration’s Configuration tab
  • Permission to act on remediations
If you don’t have permission, the action is disabled and its tooltip explains why.

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Where to Find It

You can create a ticket from two places:
  • Remediations table — in the Actions column, open the row’s three dots menu and choose Create ticket.
  • Remediation side panel — click Create ticket at the bottom of the panel.
A remediation has at most one ticket. Once it has one, Create ticket is disabled with the tooltip “This remediation already has a ticket.”, and the ticket link appears in the Ticket column and in the side panel.

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Creating a Ticket

1

Open Create ticket

From the Remediations table or the remediation side panel, choose Create ticket.
2

Choose a project

Select the Jira Project to file into. The list shows the projects configured in your Jira integration — the Default Jira Project first, then your connected projects. To change the list, use the Manage projects link below the field.
3

Choose an assignee (optional)

Select an Assignee from the users who can be assigned issues in the chosen project, or leave it empty to create the ticket unassigned. Changing the project clears the assignee.
4

Create the ticket

Click Create ticket. When Jira confirms, a “Ticket created” message appears with the new ticket’s key as a link, and the ticket shows on the remediation.
If no Jira integration is connected, the dialog shows “No ticketing integration found.” Users with access to integrations also see a Connect integration button that opens the Integration Hub on the Ticketing category.

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What the Ticket Contains

The ticket is built from the remediation’s current state, the same way an automatic ticket is:
  • Title — from your Global Ticket Title Template
  • Description — the remediation summary, details, impact, recommended action, and links back to Backline
  • Fields — set from the chosen project’s field mapping, such as priority and status
  • Links — existing Jira tickets of the remediation’s vulnerabilities are linked to the new ticket
  • Pull request — if the remediation already has a pull request, its link is added to the ticket as a comment

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Assignee

The assignee is the person you chose, or nobody:
  • The assignee configured for the project in the field mapping is not applied.
  • Auto Assign Ticket Owner does not apply to tickets you create.
  • If Jira refuses the chosen assignee for that project or issue type, Backline creates the ticket unassigned rather than failing.

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One Ticket per Remediation

Backline makes sure a remediation never ends up with two tickets:
  • If several people click Create ticket for the same remediation at the same time, one ticket is created and everyone gets it.
  • If the remediation already has a ticket, Backline returns it instead of creating another one.
  • If Jira created the ticket but its reply was lost, Backline finds that ticket and saves it on the remediation instead of reporting a failure.

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Troubleshooting

Jira Integration (Token)

Connect Jira with an API token and configure projects

Jira Integration (App)

Connect Jira with the Atlassian app and configure projects

Remediations Overview

Understand how remediations work in Backline