How to create tickets from Slack to GitHub

Ticket creation empowered by the Suptask integration with GitHub
Written by Sara
Updated 1 month ago

The Suptask integration with GitHub enables you to escalate tickets directly from Slack to GitHub. With a single reaction emoji (the :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack. 

The GitHub integration is available for paid accounts. Make sure it is visible in Suptask web interface here

The following are required from GitHub in order to set up the integration: 

  1. The account name of your GitHub account. Can either be an organization or personal account. Specify the GitHub account name without the domain. If you are using then the account name specified in this field should be acme-inc (case-sensitive).
  2. Create a personal access token for your user account in GitHub. You can find it from your user profile or by navigating here
    The scope for the token needs to be the following: 
    repo : Full control of private repositories
    Store the token once you have it. You will need it when configuring the integration within Suptask. 

Set up GitHub integration within Suptask: 

  1. Navigate to the Integrations page in Suptask web admin interface
  2. Press on +GitHub button to create a new GitHub integration.
  3. Give it a name and specify what Suptask ticket forms to enable the integration for. Tickets initiated through forms are then enabled with the trigger to create a ticket within the integration system (in this case GitHub). 
  4. Next you will need to create credentials for your integration. Credentials can be shared across several integrations of the same type. 
    Here you will need your GitHub username and the access token that you stored.
    Note: The username is not always the same as the account name. 
  5. Proceed to the next step and enter the GitHub account name that you collected from the preparation step.
  6. Specify what repositories in GitHub you want to enable the integration for. Make sure you enter the exact name, case sensitive. If you enter the wrong name, the integration connection will not work. 
  7. Finally specify if you want to add any default GitHub labels to the tickets that are created from Suptask. 
  8. Done! The integration is now activated.

To use the integration:

  • Make sure you are within the Agent Responder channel
  • On one of the received tickets in the channel, add the :tornado: reaction emoji to the ticket message in the channel. See below for sample screenshot. 
  • This will trigger a selection where you can specify to what integration target you want to send the new ticket to
  • Use the placeholders to add in Suptask ticket information. Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference.
Example screenshot on adding the tornado to a ticket message in the Agent Responder channel:

After creating a related ticket in GitHub, the ticket message thread in Slack will receive the GitHub issue url, linking the both tickets together. 

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