Connecting to External Ticketing Systems

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Before You Begin

You’ll need:

• Admin access to your Gradial organization
• Credentials or API access to your external ticketing system
• Knowledge of which projects/folders you want to sync

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Setting Up a Jira Integration

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Authentication Options

Jira offers several authentication methods:

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Basic Auth Setup

1. Go to Organization Settings → Integrations
2. Click Add Integration and select Jira
3. Enter your Jira instance URL (e.g., https://yourcompany.atlassian.net)
4. Enter your Jira email address
5. Generate an API token from Atlassian Account Settings
6. Paste the API token
7. Click Connect

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Jira Forge Proxy Setup (Enterprise)

The Jira Forge Proxy is the most secure authentication method for Jira Cloud. Instead of storing Jira credentials in Gradial, requests are proxied through a Jira Forge app installed on your instance. How it works:

1. A Jira Forge app is installed on your Jira instance
2. The app exposes a webhook URL that accepts API requests
3. Gradial sends requests to this webhook with a shared secret
4. The Forge app validates the secret and makes the actual Jira API call

To configure:

1. Install the Gradial Forge app on your Jira instance
2. Copy the Forge webhook URL and shared secret
3. In Gradial, select Jira Forge Proxy as the authentication method
4. Enter the webhook URL and shared secret

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Jira-Specific Options

Assign Back to Reporter: When enabled, newly discovered tickets are automatically assigned back to their original reporter. This prevents tickets from being “stuck” assigned to the service account.

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Setting Up a Wrike Integration

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Authentication Options

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OAuth Setup

1. Go to Organization Settings → Integrations
2. Click Add Integration and select Wrike
3. Click Connect with OAuth
4. Log in to your Wrike account and authorize Gradial
5. Select the spaces and folders you want to access
6. Click Complete Setup

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Permanent Token Setup

1. Generate a permanent access token from Wrike’s API settings
2. In Gradial, select Permanent Token as the authentication method
3. Paste your token and click Connect

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Setting Up a Workfront Integration

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Authentication Options

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API Key Setup

1. Go to Organization Settings → Integrations
2. Click Add Integration and select Workfront
3. Enter your Workfront instance URL
4. Enter your API key (generated from Workfront Setup → System → Customer Info)
5. Click Connect

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Adobe JWT Setup (Enterprise)

For organizations using Adobe IMS:

1. Create a service account in Adobe Developer Console
2. Generate JWT credentials
3. In Gradial, select Adobe JWT as the authentication method
4. Enter your client ID, client secret, and technical account details
5. Click Connect

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Testing Your Connection

After setting up an integration:

1. Gradial will test the connection automatically
2. If successful, you’ll see a green “Connected” status
3. If there’s an error, check your credentials and try again

Common connection issues:

• Invalid credentials — Verify your API token hasn’t expired
• Permission denied — Ensure your account has access to the projects you want to sync
• URL incorrect — Double-check your instance URL format

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Next Steps

Once your integration is connected, you’ll need to configure routes to define which tickets Gradial should ingest.