DAST

Raising and managing tickets

• Last updated: October 29, 2026

• Read time: 7 Minutes

Raise tickets for issues in ServiceNow, and keep each ticket linked to its issue in Burp Suite DAST.

Raising a ticket from an issue

You can raise a ticket once an administrator has added a connection and set up an action. To raise a ticket:

1. Go to the All issues tab on the Home page, or the Issues tab on a site or folder.
2. Select an issue to open it.
3. Click Raise ticket, then select Raise in ServiceNow (<connection name>). The list has one entry for each connection.
4. In the Create or link a ServiceNow ticket in dialog, leave Create new ticket selected. Choose an Action. You can also change Impact, Urgency or Reporter. Click Create ticket.

You can also raise a ticket from the issues table. In the Actions column of an issue row, open the menu and select Raise in ServiceNow (<connection name>). This is the only way to raise a ticket from the results of a scan. The page for an issue in a scan has no Raise ticket button. It says "This shows the issue as found during this scan. The issue record may have more recent details." and has a View issue record button. Open the issue record to raise or manage tickets.

Action is a required list that you can search: start typing to search. The description of the action appears underneath. If there is one action, Burp Suite DAST selects it. If you don't choose one, the dialog shows "Action must be selected". If the connection has no action, the dialog says "To create ServiceNow tickets, an administrator needs to add an action to this connection." and offers only Cancel. If the actions can't load, it says "Unable to load the actions. Try again."

The dialog is one form, followed by a progress screen and a result. Creating ServiceNow ticket shows a spinner, and you can't close the dialog while it runs. Ticket created says "ServiceNow ticket INC0010001 was created." with a link and an OK button. The issue and its timeline then refresh.

What the ticket contains

The ticket title is the issue title. The description ends "View in Burp Suite DAST: <issue URL>". The caller is the reporter, or the account of the connection. The description of a manual ticket starts "Generated by Burp Scanner (Scan Ref #N) for site <site name>". An automatic ticket starts "Automatically generated by Burp Scanner (Scan Ref #N) for site <site name>". Burp Suite DAST sets impact and urgency from the severity of the issue.

The values that you change apply to that ticket only. Reset puts the mapped values back, and choosing a different action clears your changes. Table and Assignment group come from the action, so the dialog doesn't show them.

Duplicate and failed raises

If the action has already raised a ticket for the issue, a warning appears under the action: "This action has already raised INC0010001 for this issue. Creating another may duplicate it." The ticket number links to the ticket in ServiceNow. You can still click Create ticket. The warning counts tickets that Burp Suite DAST raised on the same connection and table, including automatic ones. It doesn't count tickets that you added with Link to existing ticket.

If a raise fails, Ticket not created shows the reason, with Cancel and Try again buttons. If ServiceNow doesn't respond, the dialog says "ServiceNow didn't respond in time. Wait a few minutes, then check again." with Close and Check again buttons. If Burp Suite DAST is still creating the ticket, it says "Wait a few minutes, then check again." Try again and Check again reuse the same request, so they can't create a duplicate ticket.

If ServiceNow refuses the ticket, the message reads "The ticket was refused: <message from ServiceNow>". For a field problem, the message reads, for example, "<Field> is required for this destination. Set it here or in the ticket defaults of the connection."

Linking an existing ticket

To link an issue to a ticket that already exists in ServiceNow:

1. Open the issue, click Raise ticket, and select Raise in ServiceNow (<connection name>).
2. Select Link to existing ticket. In Ticket number, enter the number, such as INC0010001. A ticket number is letters and digits only, from 1 to 40 characters. Any ServiceNow ticket table that extends Task works.
3. (Optional) In Comment, enter up to 1000 characters. Burp Suite DAST adds the comment to the ticket as a work note.
4. Click Link.

Burp Suite DAST finds the ticket in ServiceNow and shows it on the issue. The dialog says "ServiceNow ticket INC0010001 was linked." under Ticket linked. If the number fails, Ticket number shows one of these messages and Burp Suite DAST stores nothing:

• "Ticket number must be entered"
• "Enter a valid ticket number", for the wrong format
• "The ticket was not found"
• "The issue integration link already exists", if the ticket is already linked to this issue

A ticket that is linked to a different issue can still be linked. The ticket stays in its own table, and its link in Burp Suite DAST opens the record in that table.

Burp Suite DAST also adds an internal note to the work notes of the ticket. The note reads "Linked to Burp Suite issue \"<issue title>\" (<issue URL>) by <your name> on yyyy-MM-dd HH:mm UTC.", followed by your comment on a new line. If Burp Suite DAST can't add the note, the link still stands and the dialog says "The note could not be added to the ticket." followed by the reason.

Viewing linked tickets

The Linked tickets tab appears only when the issue has a ticket or a pending automatic ticket. Each ticket is a card headed ServiceNow ticket, with an Unlink button. Its rows are Ticket number (a link to ServiceNow), Connection, Title, Status and Priority.

The issue timeline records when a ticket is created, linked or unlinked: "ServiceNow ticket created", "ServiceNow ticket linked" and "ServiceNow ticket unlinked". Each entry shows the title of the ticket as a link, "Connection: <name>", and who did it. An automatic ticket shows a Scanner badge instead of a name.

When you open the issue, Burp Suite DAST refreshes the tickets that it last checked more than five minutes ago, so you see their current status and priority. A refresh takes no more than two seconds in total. If ServiceNow fails or responds too slowly, Burp Suite DAST skips ServiceNow for one minute, and the page still loads with the last known values. A refresh only reads ticket details, and never changes the triage state of an issue.

If ServiceNow no longer has a ticket, the ticket stays linked and shows the status Deleted, with its last known title, priority, reference and link. A successful refresh, or linking the ticket again, clears the status.

While an automatic ticket is waiting, the tab shows a bar that reads "Automatic ticket pending on <connection name>", with a reason: "Checking whether it was raised.", "It couldn't be raised yet. It will be tried again.", "The connection needs an administrator to check it." or "It couldn't be raised." followed by the failure message.

Seeing tickets in the issues table

The Linked tickets column of the issues table shows one pill for each issue. The pill shows the connection name if the issue has one ticket. With several tickets, the pill shows the number, such as "3 linked". The count includes Jira, GitLab and Trello tickets. If two integrations share a connection name, the pill shows "Name (Integration)".

To see the tickets, hover over the pill for a moment. The list shows each ticket as "<connection name> <reference>", and each entry opens the ticket in ServiceNow in a new tab. To open the issue on its Linked tickets tab, click the pill on the All issues tab, or on the Issues tab of a site or folder.

Unlinking a ticket

To unlink a ticket from an issue:

1. Open the issue and go to the Linked tickets tab.
2. On the card for the ticket, click Unlink. The Unlink ticket dialog asks "Unlink ServiceNow ticket INC0010001 in <connection name> from this issue? The ticket stays in ServiceNow."
3. Click OK.

The ticket leaves Linked tickets, and the issue timeline records the unlink. The unlink dialog has no comment field. Burp Suite DAST doesn't change or delete the ticket in ServiceNow, apart from adding a work note that reads "Unlinked from Burp Suite issue \"<issue title>\" (<issue URL>) by <your name> on yyyy-MM-dd HH:mm UTC." If Burp Suite DAST can't add the note, the unlink still stands. The dialog changes to Ticket unlinked with "The note could not be added to the ticket." and the reason, and an OK button.

Deleting scans with linked tickets

Tickets raised through a connection count in the ticket counts of a scan. When you delete a scan whose issues have linked tickets, the Delete scan dialog ("Are you sure you want to delete scan #N?") shows the warning "This scan has issues linked to external apps". The warning is informational, and deletion goes ahead when you click Confirm.

When you delete several scans, Burp Suite DAST skips the scans that have linked tickets. To include them, select Delete scans with issues linked to external apps. The check box is cleared by default, and appears only when an integration is configured.