💡 Still using the classic Drata experience? Refer to Create Tickets for ServiceNow, Asana, Basecamp, Bitbucket, Freshdesk, Freshservice, Height, Hive, Teamwork, Wrike, Zendesk, Aha!, or GitLab Issues for the original UI.
Managing security compliance often requires collaboration across teams. Drata makes this easier by integrating with the ticketing tools your organization already uses.
By connecting a supported ticketing integration with Write Access enabled, you can create and manage tickets for:
Controls (DCF and Custom)
Monitoring
Risks
Tickets created in Drata remain accessible both in Drata and in your connected ticketing system.
How Ticketing Works in Drata
Ticketing in Drata allows compliance and security teams to track remediation work directly from the Control, Test, or Risk where the issue originates. Tickets help you:
Assign work to the right team
Track remediation progress
Centralize evidence for audit readiness
Reduce manual follow-up across tools
Action | Who can do it |
Set up or edit ticketing connections | Admin |
Create, view, or download tickets in Drata | Admin, Information Security Lead, Workspace Manager |
Enable write access for connections | Admin |
Prerequisites
An active integration with write access enabled is required to create tickets in Drata.
If write access is disabled:
You can view existing linked tickets.
You cannot create new tickets from Drata.
Why Ticket Creation Fails
If write access is enabled, ticket creation can still fail if the connected ticketing system has required fields that Drata cannot access or populate.
If your ticketing provider requires fields that Drata cannot surface or populate:
Make those fields optional, or
Use a project or issue type that does not require those fields
What Does Not Sync into Drata
Only tickets created or linked through Drata appear in Drata. Drata does not pull in tickets that were created directly in the external ticketing system.
For example:
A Jira issue created in Jira will not automatically appear in Drata
Only Jira issues created or linked from Drata will display
Integration-Specific Notes (Summary Table)
The table below highlights key limitations and unique behavior by provider.
Provider | What to watch out for |
Jira | - Map existing tickets runs with URL validation (must belong to the connected Jira instance and not already be linked). |
ServiceNow | - Only Incidents, Problems, and Service Catalog Tasks supported. |
Asana | - You must choose Task or Subtask. If you pick Subtask, you must select a Parent Task, and only open parent tasks appear. - Field validation (e.g., numeric‑only) follows Asana’s config, not Drata defaults. |
Freshdesk | - Sprout plan doesn’t expose the API → no integration. |
Freshservice | - Contact is required on every ticket. Auto‑filled Summary and Description may need editing if they’re numbers‑only; |
GitLab Issues | - You must choose Issue or Incident. Only open epics/milestones are available to select. |
Height | - Same as Freshdesk: fields cannot be numbers‑only; they must include letters. |
Aha! | - Only “To‑do” is supported as the ticket type. |
Where Tickets Can Be Created
When Write Access is enabled, you can create tickets directly from the following areas in Drata:
Controls: Select a specific control to create a ticket for that control.
Monitoring: Select a specific test to create a ticket for that test.
Risk: Select a specific risk register, then choose a risk to create a ticket for that risk.
Then, select the side arrow near the right side of the screen.
Download Ticket Information
Most integrations support downloading ticket details from Drata.
Downloads typically include:
A ZIP file containing a PDF of ticket details
Any associated attachments (provider-dependent)
Provider-specific differences are listed below.
Remove or Unlink Tickets
Removing a ticket from Drata:
Does not delete the ticket in the connected ticketing system
Only removes the association in Drata
In many integrations, once a ticket is unlinked, it cannot be re-linked.