How to create tickets from Slack to GitLab

How Suptask ticketing integrates with GitLab issue tracking
Written by Sara
Updated 10 months ago

The Suptask integration with GitLab enables you to escalate tickets directly from Slack to GitLab. 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 GitLab integration is available for limited account plans. Make sure it is visible in the Suptask web interface here

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

  1. The account name of your GitLab account. Can either be an organization or personal account.
    In this example the account name is, the repository is core (case-sensitive) and the server is
  2. Create an access token for your user account in GitLab. You can find it from your user profile or by navigating to your user account > Preferences > Access tokens.
    Access tokens can also be created for Projects. In such a case, make sure the Role is set to minimum Developer

    The minimum Scope for the token needs to be the following:
    Store the token once you have it. You will need it when configuring the integration within Suptask. 

Set up GitLab integration within Suptask: 

  1. Navigate to the Integrations page in Suptask web admin interface
  2. Press on +GitLab button to create a new Gitlab 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 GitLab). 
  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 GitLab server URL and the Access token that you stored from your Gitlab account.
  5. Proceed to the next step and enter the GitLab account name that you collected from the preparation step. 
  6. Specify what repositories in GitLab you want to enable the integration for. Make sure you enter the exact name, case sensitive. If you enter the incorrect name, the integration connection will not work. 
  7. Finally specify if you want to add any default GitLab labels to the tickets that are created from Suptask. 
  8. Done! The integration is now activated.

To use the integration:

  1. Make sure you are within the Agent Responder channel
  2. On one of the received tickets in the channel, add the :tornado: 🌪️ reaction emoji to the ticket message in the channel. See below for a sample screenshot. 
  3. This will trigger a selection where you can specify to what integration target you want to send the new ticket, the same as configured in the previous step. 
  4. From here you will be able to edit the Description and Title of the issue sent to Gitlab. The Description field is pre-populated with a default template which you can edit according to your needs. Use the Suptask ticket placeholders to include Suptask ticket information automatically into the Gitlab issue.
    Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference.
Gitlab supports quick actions which can help you perform further actions by entering these directly at the end of the Description field. This allows you to for example set specific labels for the created issue. 
Read more here 
Example screenshot on adding the the :tornado: 🌪️ to a ticket message in the responder channel:

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

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