DAST

Raising tickets automatically

• Last updated: October 29, 2026

• Read time: 6 Minutes

Add triggers to an action to raise ServiceNow tickets automatically for the issues that match them.

How automatic raising works

By default, you raise tickets from an action by hand. A trigger tells Burp Suite DAST to raise a ticket from that action automatically, whenever a scan finds an issue that matches the severities, confidences and sites of the trigger. An action can have several triggers.

The connection card shows how many actions raise automatically, such as "2 (1 automatic)". On an action, the Raised row reads "Manually" or "Manually and automatically" with the number of triggers.

Adding a trigger

To add a trigger to an action:

1. Click the settings icon in the top-right corner of the window, then click Integrations.
2. On the ServiceNow tile, click Edit. The connections page opens. On the card for your connection, click Manage actions.
3. On the card for the action, click Manage triggers. The Triggers for dialog opens. It says "A trigger specifies the conditions to perform this action automatically". An action with no triggers says "This action has no triggers, so tickets are only raised through it manually."
4. Click Add trigger.
5. Under Threshold for raising a ticket, choose at least one Severity (High, Medium, Low, Information) and at least one Confidence (Certain, Firm, Tentative). A new trigger starts with every severity and confidence selected.
6. Under Select sites, choose the sites and folders that the trigger applies to. A "Selected:" line summarizes your choice, such as "2 sites, 1 folder". Choosing a folder covers everything beneath it.
7. (Optional) Under Raise tickets for previously found issues, select Raise tickets for all issues from the most recent successful scan.
8. Click Save.

Save shows "Saving..." and closes the dialog. If the list can't refresh, the footer says "Trigger saved. Refresh to see your changes." with Close and Refresh triggers buttons.

Editing and deleting a trigger

Each trigger appears as a card with Severity, Confidence and Sites rows. The Sites row lists up to three names, then "and N more". Click a card, or its Edit trigger icon, to change it. To remove a trigger, click its Delete trigger icon. The dialog asks "Are you sure you want to delete the trigger '<summary>'? This cannot be undone." Click Delete to confirm. Burp Suite DAST records changes to triggers in the user activity log.

Issues that get a ticket

• The issue must be in a site that the trigger covers, directly or through a folder.
• The severity and confidence of the issue must both be selected on the trigger. Burp Suite DAST uses the values that you have set on an issue, if you changed them.
• Issues that you mark as false positives never raise tickets, and neither do superseded issues. You can't save a trigger for a false positive: Burp Suite DAST shows "False positives can't raise tickets automatically".
• Burp Suite DAST considers each issue as it processes a scan. A new trigger therefore affects the next scan, not the issues that you already have, unless you select the option to raise tickets for previously found issues.

The ticket uses the table, assignment group and ticket values of the action. Burp Suite DAST sets impact and urgency from the severity and confidence of the issue, through the mapping.

Avoiding duplicate tickets

Burp Suite DAST raises at most one automatic ticket for an issue, per connection, per ServiceNow table:

• If the issue already has a ticket on that connection in that table, Burp Suite DAST raises nothing. A ticket that you raised through Burp Suite DAST counts, whether you raised it by hand or automatically. A ticket that you added with Link to existing ticket doesn't.
• If two actions on the same connection use the same table and both match, the action created first raises the ticket.
• Actions that use different tables each raise their own ticket. Two connections also raise their own tickets.
• A restart doesn't create duplicates. If a response is lost, Burp Suite DAST finds the ticket that it already raised instead of raising another.

Raising tickets for issues you already have

When you save a trigger, you can also raise tickets for the matching issues in the most recent successful scan of each site. The option is cleared every time the dialog opens, because Burp Suite DAST doesn't store the choice. The work runs in the background after you save, with the same rules and duplicate checks as above. It covers only the trigger that you saved.

Burp Suite DAST shows no progress or error for this work, so tickets appear gradually, and failures show in the "tickets not raised" status. The dialog warns "If you select this option for a large number of sites, it may take a while to raise all of the relevant tickets."

When a ticket isn't raised

If an action can't raise a ticket for a severity and confidence that one of its triggers covers, its card shows "Can't raise automatically" in red, with the reason. A required field with no value is the usual cause. Fix the action before the next scan.

If tickets fail, the connection card shows "N tickets not raised", or "1 ticket not raised", with an orange warning icon and a reason line. Each issue and destination counts once, until a ticket is raised there or for 30 days, whichever comes first. A failed connection check takes priority and shows Not connected. The reason is the latest unresolved failure:

Reason shown	What it means
Ticket refused. Check the action's settings.	ServiceNow refused the ticket, for example because a required field is missing. Burp Suite DAST doesn't retry it until the issue appears in a later scan.
Credentials rejected. Check them and try again.	The credentials of the connection no longer work.
The account is missing permissions. Check them and try again.	The integration user lacks a role or access to the table.
No compatible service at this URL. Check the URL.	The URL has a problem. The same applies to "This URL redirects elsewhere. Check the URL.", "Can't connect to this URL. Check the URL and network." and "This URL can't be used. Enter a public https URL."
Unexpected response. Try again later.	ServiceNow returned an error or is limiting the rate of requests.
Tickets couldn't be raised. Try again later.	Burp Suite DAST recorded no more specific reason.

Burp Suite DAST retries a failed ticket in the background with a growing delay: a few minutes at first, doubling up to once a day. Rejected credentials and missing permissions wait at least an hour. A request that ServiceNow rate limits waits as long as ServiceNow asks. Burp Suite DAST doesn't retry a ticket that ServiceNow refuses. When you save the connection, Burp Suite DAST retries the waiting tickets straight away, so fixing the credentials takes effect without a wait.

A failure stops counting when a ticket is linked, when Burp Suite DAST discards the operation, or after 30 days. An issue that has a pending automatic ticket also shows it on the Linked tickets tab.

Who can set triggers up

You need the Modify settings permission, and permission to view the sites and issues of every site or folder that you choose. Burp Suite DAST doesn't show sites that you can't view, and it hides a trigger that covers only such sites.