> ## Documentation Index
> Fetch the complete documentation index at: https://syteca.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing System Integration

> Tie privileged access to a real ticket: Syteca validates the ticket number at login, blocks access without one, and attaches the session recording back to the ticket.

## No ticket, no access — and a session link back on every ticket

Privileged access without a paper trail is a compliance and forensic nightmare. **Ticketing System Integration** ties every privileged login to a real, open ticket in your change-management system: the user enters a ticket number when they log in, Syteca validates it against your ticketing platform, and if the ticket isn't open the login is denied. When the session ends, Syteca writes a link to the corresponding session recording back into the ticket — so anyone reviewing that ticket can replay exactly what was done under its authority.

It's the bridge between "we have a PAM platform" and "every privileged action is traceable to an approved change." Auditors love this. SOC teams love this. Anyone investigating an incident six months later loves this.

<Info>
  **Use Ticketing System Integration when you need to:**

  * Enforce "no privileged work without an approved ticket" as policy.
  * Make every recorded session findable from your change-management system, not just from Syteca.
  * Meet audit requirements that demand a documented business reason for privileged access (PCI DSS, SOC 2, ISO 27001, ITIL change control).
  * Eliminate the gap between "the ticket was approved" and "what actually happened during the work."
</Info>

Syteca integrates directly with **SysAid** and **ServiceNow**, and supports any other ticketing system — including in-house and custom systems — through the [API Bridge](/docs/api/integrations/api-bridge), a self-hosted REST adapter you build once for your platform.

## How it works

When the appropriate options are enabled, a user connecting to a Windows endpoint must enter a ticket number. Syteca validates that number with the ticketing system, and if the ticket has the **open** status, log on is permitted. Syteca then attaches a URL to the ticket so the corresponding session can be reviewed.

<Info>
  Syteca supports **SysAid** and **ServiceNow** directly. To integrate any other ticketing system, use the [API Bridge](/docs/api/integrations/api-bridge) — a REST-based application you run yourself — or contact the [Support team](https://support.syteca.com) to discuss your system.
</Info>

## Before you start

* You sign in with a user that has the [administrative Database Management permission](/docs/administration/users/administrative-permissions). Only such users can edit ticketing system integration settings.
* You have the connection details for your ticketing system (URL, account, login, and password).
* If you require users to enter a ticket number at login, the corresponding login option must also be enabled. See [the additional message on user login parameter](/docs/administration/clients/parameters/additional-login-message).

## Open the Ticketing System Integration settings

<Steps>
  <Step title="Open Configuration">
    Click the **Configuration** button at the top of the Management Tool.
  </Step>

  <Step title="Go to Integrations">
    On the **Configuration** page, select the **Integrations** tab.
  </Step>

  <Step title="Open the Ticketing System sub-tab">
    Select the **Ticketing System Integration** sub-tab.
  </Step>
</Steps>

<Frame caption="The Ticketing System Integration sub-tab on the Configuration page.">
  <img src="https://mintcdn.com/syteca/0FlD-vkHsBA1azVX/images/administration/integrations/ticketing-system-settings.png?fit=max&auto=format&n=0FlD-vkHsBA1azVX&q=85&s=dcfdf74b6348f315a32dd7117123d589" alt="Ticketing System Integration settings on the Integrations tab" width="1225" height="669" data-path="images/administration/integrations/ticketing-system-settings.png" />
</Frame>

## Configure the integration

<Steps>
  <Step title="Enable the integration">
    Select **Enable authentication via ticketing system**.
  </Step>

  <Step title="Choose your ticketing system">
    In **Ticketing System**, select **SysAid**, **ServiceNow**, or **API Bridge**, then fill in the parameters for that system using the tabs below.
  </Step>
</Steps>

<Tabs>
  <Tab title="SysAid">
    | Field                    | What to enter                                                             |
    | ------------------------ | ------------------------------------------------------------------------- |
    | **Ticketing System URL** | A valid SysAid URL in the format `<SysAid URL>/services/SysaidApiService` |
    | **Account Name**         | The name of the account the serial key is associated with                 |
    | **Login**                | The user name of an existing account with access to the ticketing system  |
    | **Password**             | The password for that account                                             |
  </Tab>

  <Tab title="ServiceNow">
    | Field             | What to enter                                                            |
    | ----------------- | ------------------------------------------------------------------------ |
    | **Instance Name** | The ServiceNow instance name                                             |
    | **Table Names**   | The table names to search for a ticket number in                         |
    | **Login**         | The user name of an existing account with access to the ticketing system |
    | **Password**      | The password for that account                                            |
  </Tab>

  <Tab title="API Bridge">
    | Field                    | What to enter                                                                               |
    | ------------------------ | ------------------------------------------------------------------------------------------- |
    | **Ticketing System URL** | A valid URL and port for your ticketing system, in the format `<Ticketing system URL:port>` |
    | **Login**                | The user name of an existing account with access to the ticketing system                    |
    | **Password**             | The password for that account                                                               |

    <Note>
      The port you enter here must match the port the API Bridge service is running on. See [Set up the API Bridge](/docs/api/integrations/api-bridge) for how to run the service and choose its port.
    </Note>
  </Tab>
</Tabs>

## Related

<CardGroup cols={2}>
  <Card title="API Bridge" icon="webhook" href="/docs/api/integrations/api-bridge">
    Integrate any custom or unsupported ticketing system using the REST-based API Bridge.
  </Card>

  <Card title="SIEM integration" icon="file-text" href="/docs/administration/integrations/siem">
    Forward Syteca events to Splunk, ArcSight, or IBM QRadar.
  </Card>
</CardGroup>