Ticketing in remediation scopes
You can link a remediation scope to an external ticketing system. When you do, Furl opens a single ticket for that scope and keeps it up to date as remediations complete — so the work Furl is doing shows up in the same queue your team already tracks change and remediation work in.
Linking is optional. A scope works exactly the same whether or not it has a ticket; the ticket is a record of what Furl did, kept in sync automatically.
Making ticketing appear in the scope config
Section titled “Making ticketing appear in the scope config”The ticketing options only appear once your organization has connected at least one ticketing integration. Until then, scopes have no ticketing section to configure.
Furl supports these ticketing integrations:
| Integration | Structure | Docs |
|---|---|---|
| Jira | Tickets belong to a project | Jira |
| Freshservice | Tickets are filed flat (no project) | Freshservice |
Connect a supported ticketing integration such as Jira or Freshservice under Integrations first.
Linking a scope to a ticket requires ticketing write permission. If you don’t see the option to connect a scope to a ticketing system, ask an administrator to grant it or to connect a ticketing integration.
What to configure
Section titled “What to configure”You can link a ticket when you create a scope, or later from an existing scope.
When creating a scope, a Ticketing Integration section appears with two choices:
- Ticketing System — the connected ticketing integration to use. Leave it on None to skip linking.
- Project — the project the ticket should be created in.
From an existing scope, open the scope’s detail page and choose Connect to Ticketing System, then make the same two choices.
A few things to know:
- Project selection depends on the system. Project-structured systems like Jira require you to pick a project. Freshservice files tickets flat, so it has no project step — picking the system is enough.
- Single options auto-select. If only one ticketing integration is connected, it’s chosen for you; if a system exposes only one project, that project is chosen for you.
- One ticket per scope. A scope can be linked to a single ticket. Once a scope has a linked ticket, linking it again is rejected.
How it works
Section titled “How it works”When you link a scope, Furl:
- Opens a ticket in the chosen system and project. The ticket is titled with the scope name (prefixed with
[FURL]), and its description includes a link back to the scope in Furl. - Posts an initial comment noting that remediation is in progress.
From then on, as each remediation in the scope completes, Furl updates the ticket with the per-endpoint outcome — which endpoint was affected, which software was updated or uninstalled, and the version involved. The ticket becomes a running summary of what Furl changed across the scope.
On the scope’s detail page, the linked ticket appears as a link you can follow into your ticketing system. While the ticket is still being opened it shows as pending, and if something goes wrong opening it, the error is surfaced there so you can retry.
Furl keeps to a single ticket per scope and will not create duplicates, even if a remediation is retried or the same completion is processed more than once.
Related
Section titled “Related”- Remediation Scopes — the standing policy a ticket is linked to
- Jira — connect Jira as a ticketing integration
- Freshservice — connect Freshservice as a ticketing integration
- Integrations — connect a ticketing system before linking a scope