--- title: "Creating an Integration Profile" slug: "creating-an-integration-profile" updated: 2026-10-30T13:33:03Z published: 2026-10-30T13:33:03Z canonical: "resources.realtheory.io/creating-an-integration-profile" --- > ## Documentation Index > Fetch the complete documentation index at: https://resources.realtheory.io/llms.txt > Use this file to discover all available pages before exploring further. # Creating an Integration Profile RealTheory uses Integration Profiles to store a specific set of configuration options so users do not have to enter the third-party ticketing system configuration details each time they want to open a ticket against a RealTheory recommendation. These profiles define the connection between RealTheory and a specific third-party ticketing system, including the authentication credentials, the project (Jira only), and the default ticket type settings. **Note:** RealTheory currently supports Jira Cloud, Jira Data Center, and ServiceNow. ## Prerequisites - Before you create an integration profile, review the configuration article for your ticketing system to ensure it has been set up correctly: - [Configuring Jira for RealTheory Ticketing Integration](https://resources.realtheory.io/v1/docs/configuring-jira-for-realtheory-ticketing-integration) - [Configuring ServiceNow for RealTheory Ticketing Integration](https://resources.realtheory.io/docs/configuring-servicenow-for-realtheory-ticketing-integration) - To manage Integration Profiles, you must have one of the following roles assigned to your RealTheory user account: - *sys_admin* - *jira_admin* - for Jira profiles - *servicenow_admin* - for ServiceNow profiles ## Procedure 1. As a user with the *sys_admin*, *jira_admin*, or *servicenow_admin* role, navigate to **Settings** > **Ticketing Systems**. 2. Click **Add Integration**. 3. Provide a unique, meaningful name for the profile. **Note:** When creating a ticket, the user must select the correct profile using only the profile name. Meaningful names will help the user. 4. Add a **Description** that will help you remember the purpose and scope of the new profile. 5. Select the **Provider**. Currently supported third-party ticketing systems are: The fields in the rest of the form change to match the selected provider. - Jira Cloud - Jira Data Center - ServiceNow 6. Select the authentication method: - Jira Cloud - Basic Authentication - Jira Data Center - Basic Authentication or Personal Access Token (PAT) - ServiceNow - Basic Authentication. This is pre-selected because it is the only supported method. 7. Provide the authentication credentials: - Jira Cloud - the Basic Authentication supports a Username + Secret authentication model where Username is the email address, and Secret is the API token associated with the account - Jira Data Center: - Basic Authentication supports a Username + Secret authentication model where Username is the Jira username, and Secret is the password associated with the account - Personal Access Token (PAT) supports a token authentication model - ServiceNow - Basic Authentication supports a Username + Secret authentication model where Username is the ServiceNow User ID, and Secret is the password associated with the account 8. Enter the API URL for the third-party ticketing system. For ServiceNow, this field is labeled **Instance URL**. The API URL is used for machine-to-machine communication. This field is required. **Jira Cloud Example:** https://.atlassian.net **Jira Data Center Example:** https://jira..internal **ServiceNow Example:** https://.service-now.com 9. Enter the Console URL for the third-party ticketing system. The Console URL is used to build a clickable link for human users to access the ticketing system console. This field is required. **Jira Cloud Example:** https://.atlassian.net **Jira Data Center Example:** https://jira..internal **ServiceNow Example:** https://.service-now.com 10. (Jira only) Enter the **Default Project Key** to identify the project where RealTheory will add tickets. This field is required. **Note:** The integration account must have the required permissions for this project. ServiceNow does not use a project key, so this field is not shown when ServiceNow is selected. 11. Enter the **Default Issue Type** to specify the issue type RealTheory will create by default when adding tickets. This field is required. **Note:** Users can override the **Default Issue Type** during ticket creation if the default does not meet their needs. - Jira - the **Default Issue Type** must be valid in the specified project. For example, Task, Bug, or Story. - ServiceNow - the **Default Issue Type** is the ServiceNow record type. Supported record types are Incident and Problem. 12. (Optional) If your ticketing system uses custom statuses, expand the **More options** section and use the **Status Mapping** table to map external ticket statuses (for example, To Do, Open, Done) to RealTheory statuses so RealTheory can consistently track and report ticket progress. **Note:** The table is pre-populated with default mappings for the selected provider. 13. Click **Validate Configuration** to confirm that the information you provided is valid and that RealTheory can connect to the third-party ticketing system. The **Validate Configuration** dialog opens and runs a series of checks, showing the result of each one. When the checks are complete, click **Close**. If a check fails, address the related issue, then validate again. 14. Click **Add Integration**. The new profile will be added to the list, which is sorted alphabetically by default. **See Also** [Configuring Jira for RealTheory Ticketing Integration](/v1/docs/configuring-jira-for-realtheory-ticketing-integration) [Configuring ServiceNow for RealTheory Ticketing Integration](/v1/docs/configuring-servicenow-for-realtheory-ticketing-integration) [Integration Profiles Explained](/v1/docs/integration-profiles-explained)