API Bridge for Ticketing Systems

Connect Syteca to any ticketing system — not just the supported few

Syteca integrates directly with SysAid and ServiceNow. But every organization has its own ticketing reality — Jira Service Management, Freshservice, BMC Remedy, Cherwell, a homegrown system built ten years ago that nobody wants to replace. Waiting for a vendor to add support for your specific system isn’t an option when audit deadlines are real. The API Bridge removes that dependency. It’s a small REST service that you run, implementing a fixed three-endpoint interface Syteca calls. Build the adapter once in any language — Python, Go, .NET, Node, your existing internal stack — and Syteca can validate tickets against any platform you choose. New version of your ticketing system tomorrow? You update the Bridge, not Syteca.

Use the API Bridge when you need to:

Integrate Syteca with a ticketing system that isn’t natively supported (Jira, Freshservice, custom, in-house).
Maintain ticketing integration independently of Syteca release cycles.
Build a thin adapter once and have it work for every privileged session going forward.

This page explains why the API Bridge exists, the REST interface it must implement, and how to run the sample service to test the integration.

What is the API Bridge?

Syteca’s ticketing system integration can require users to enter a ticket number before they log in to a Client computer. Supporting many ticketing systems directly inside the product is difficult: each system has a different API, each new system needs a new adapter, and any change to a system’s interface can require shipping a new version of Syteca. The API Bridge solves this by inverting the relationship. Instead of Syteca implementing each ticketing system’s API, Syteca defines one interface it expects, and you implement a service that satisfies that interface and talks to your ticketing system. The benefits:

Add support for any ticketing system — including custom ones — without a Syteca update.
Build the service in any language; only the interface matters.
Update your Bridge whenever your ticketing system changes, independently of Syteca.

The API Bridge is a third-party REST service that you run. It must implement the specific REST interface described below.

Diagram showing the API Bridge between Syteca and multiple ticketing systems — The API Bridge sits between Syteca and your ticketing system, implementing a single fixed interface.

The REST interface

Your API Bridge must implement the three endpoints below. Each one expands to show its parameters, request body, response schema, and example request and response in several languages.

These endpoints document the interface your Bridge implements — there is no Syteca-hosted server to call, so they are shown for reference only and have no live request panel. Your Bridge runs at your own address and port.

POST /connect — Request a session ID

Establish a session with the ticketing system and receive a session ID for subsequent calls.

GET /ticket-status — Get the ticket status

Validate that a ticket exists and is not closed. Returns status 0 (not found), 1 (active), or 2 (closed).

POST /add-ticket-comment — Add a comment to a ticket

Add a comment to the ticket, typically a link to the session in the monitoring results.

How to read the interface

Each path is an endpoint your service must expose. For example, /connect means that if your service runs at http://127.0.0.1:8080/, it must accept POST requests at http://127.0.0.1:8080/connect. Within /connect, the request body is optional. The full machine-readable specification is available below for developers who want to generate a client or server stub.

View the full OpenAPI specification

api-bridge-openapi.yaml

openapi: 3.0.0
info:
  version: "1.0"
  title: "Syteca Ticketing System Integration API Bridge"
tags:
  - name: bridge
paths:
  /connect:
    post:
      summary: Request a session ID
      operationId: connect
      tags: [bridge]
      requestBody:
        required: false
        content:
          application/json:
            schema:
              type: object
              properties:
                connectionString:
                  type: string
      responses:
        '200':
          description: A JSON object including the session ID.
          content:
            application/json:
              schema:
                type: object
                properties:
                  sessionId:
                    type: string
        '422':
          description: Unprocessable Entity (wrong connection string).
        default:
          description: Unexpected error.
  /ticket-status:
    get:
      summary: Get the ticket status
      operationId: ticketStatus
      description: Used to validate that ticket exists and not closed.
      tags: [bridge]
      parameters:
        - name: sessionId
          in: query
          required: true
          schema:
            type: string
        - name: ticketId
          in: query
          required: true
          schema:
            type: string
      responses:
        '200':
          description: A JSON object including the ticket ID and status.
          content:
            application/json:
              schema:
                type: object
                properties:
                  ticketId:
                    type: string
                  status:
                    type: number
        '401':
          description: Unauthorized (Invalid session).
        '404':
          description: A ticket with the specified ID was not found.
        default:
          description: Unexpected error.
  /add-ticket-comment:
    post:
      summary: Add a comment to a ticket
      operationId: addTicketComment
      description: Used to add a comment with a link to the monitoring results.
      tags: [bridge]
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              required: [sessionId, ticketId, ticketComment]
              properties:
                sessionId:
                  type: string
                ticketId:
                  type: string
                ticketComment:
                  type: string
      responses:
        '201':
          description: Ok.
        '401':
          description: Unauthorized (Invalid session).
        '404':
          description: A ticket with the specified ID was not found.
        default:
          description: Unexpected error.

Sequence diagram of communication between the API Bridge and the Syteca server service — The communication flow between the API Bridge and the Syteca Application Server service.

The source diagrams reference the legacy EkranServer service name. Confirm the current service name during review and update the diagram accordingly.

How to use the API Bridge

You can implement the service yourself in any language that suits your infrastructure. Two shortcuts are available:

Generate a stub from the OpenAPI spec. A free tool such as Swagger can generate a basic service from the specification above, in the language of your choice.
Start from the sample service. Syteca provides an example service written in ASP.NET Core. You can compile it from source or run the prebuilt executable.

The sample service is not a production-ready solution. It is for testing only, and is meant as a starting skeleton to help you implement your own ticketing system integration.

Run the sample service

The sample includes a JSON file with a basic set of ticket numbers so you can quickly test the Bridge. The JSON file is included in the archive alongside the sample code.

Unpack the package

Unpack the APIBridgePackage archive.

Move the JSON file into place

Move the JSON file into the wwwroot folder.

Edit the JSON file

Open the JSON file in any text editor and define:

In the Sessions section: the user credentials of your ticketing system.
In the Tickets section: the name of the ticket the user must enter when logging in to the Client computer.

By default there are three ticket statuses: 0 — ticket not found; 1 — ticket active; 2 — ticket closed.

Run the executable

In the APIBridgeSampleBinaries folder, run IO.Swagger.

Specify the port

In the console window, enter the port to use for the connection between Syteca and the ticketing system, then press Enter.

This is the same port you enter in the Management Tool when configuring the ticketing system integration.

Note the URL

The ticketing system URL is shown in the console window. You’ll use this when configuring the integration.

The screenshots and sample binaries referenced here date from an earlier release. Confirm the archive name, folder names (wwwroot, APIBridgeSampleBinaries), and the IO.Swagger executable name still match the current sample package during review.

Set up the Bridge in the Management Tool

Once your Bridge service is running, configure Syteca to use it. In the Management Tool, set the Ticketing System to API Bridge and enter the URL, port, login, and password. For the full steps, see Ticketing System Integration.

Ticketing system integration

Enable and configure ticketing integration in the Management Tool.

SDK overview

Other developer integration options for Syteca.

Overview

Application Credentials Broker

Data Connector API

SSO & LDAP

SIEM & Ticketing systems

API Bridge for Ticketing Systems

Connect Syteca to any ticketing system — not just the supported few

What is the API Bridge?

The REST interface

POST /connect — Request a session ID

GET /ticket-status — Get the ticket status

POST /add-ticket-comment — Add a comment to a ticket

How to read the interface

How to use the API Bridge

Run the sample service

Set up the Bridge in the Management Tool

Ticketing system integration

SDK overview

​Connect Syteca to any ticketing system — not just the supported few

​What is the API Bridge?

​The REST interface

POST /connect — Request a session ID

GET /ticket-status — Get the ticket status

POST /add-ticket-comment — Add a comment to a ticket

​How to read the interface

​How to use the API Bridge

​Run the sample service

​Set up the Bridge in the Management Tool

​Related

Ticketing system integration

SDK overview

Connect Syteca to any ticketing system — not just the supported few

What is the API Bridge?

The REST interface

How to read the interface

How to use the API Bridge

Run the sample service

Set up the Bridge in the Management Tool

Related