Viewing Tickets in Nucleus
External tickets created manually in Nucleus or via Ticketing Automation rules can be accessed from the following locations in Nucleus.
To view all tickets for a unique finding
From the Vulnerabilities > Active page, click a finding to open the finding details dialog, then select the Tickets tab:
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Here you will see all tickets associated with all instances on the unique finding.
Click the > or anywhere on the ticket row to open a panel that lets you preview the contents of the ticket and add comments.
Nucleus retrieves the latest information about the ticket when opening the preview panel.
You can also click the Refresh button at the top of the panel to check for recent updates and comments.
When using a supported integration, to comment on the ticket, enter your comment text at the bottom of the preview panel, then click Comment:
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To view tickets associated with a specific instance of a finding
In the finding details dialog, select the Instances tab. Expand one of the instances, then select the Tickets tab:
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To view all tickets for the current Project
Navigate to the Tickets page:
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Bulk Remove Ticket Associations
Use Bulk Remove Associations from the Tickets page to remove a batch of Nucleus-to-external ticket links in a single, self-service flow. Common reasons to use it include tidying up after testing a new ticketing rule, migrating between connectors, or onboarding a new team to an existing connector.
By default, this action removes only the association inside Nucleus. Your tickets in Jira, ServiceNow, Azure DevOps, or any other external system are not touched. If you'd like Nucleus to also close those external tickets in the same run, there's an opt-in checkbox for that (see Optionally close external tickets below).
Who can use it
Bulk Remove Associations is gated by the existing Delete External Issues permission. If you can delete a single ticket association today, you can use this bulk flow. If the option isn't visible, ask your Nucleus administrator to grant that permission.
What you'll need
A CSV file containing the external issue IDs you want Nucleus to forget:
One issue ID per row, in the first column
No header row
File extension must be .csv
The flow (3 steps)
Step 1 - Upload
Drag and drop your .csv , or click to browse. You can remove and re-upload before moving on.
Step 2 - Preview
Nucleus matches the IDs in your file against its records and shows you:
The total number of associations that will be removed
A sample of up to 20 matched tickets (issue ID and title)
Any IDs from your file that were not found in Nucleus, so you can spot typos or already-removed items
ServiceNow only: a warning when your selection includes tickets that have parent/child relationships. Nucleus does not automatically reconcile the hierarchy, so review the listed parent/child tickets before proceeding to understand what your Nucleus view will look like afterward.
Use Back to return to Step 1 without losing your upload, or Next to continue.
Step 3 - Confirm
Nucleus shows you a summary and asks you to type DELETE to confirm. The Remove Associations button stays disabled until you do. This step exists because the action cannot be undone.
Optionally close external tickets
On Step 1 you'll see a Close External Issues checkbox beneath the upload area. It is off by default.
Left unchecked: Nucleus removes its associations only. Your external tickets are unchanged.
Checked: For each ticket in your file, Nucleus will attempt to close it in the external system using that connector's default close action (the close status or transition configured on the connector itself). If the close succeeds, the Nucleus association is removed. If the close fails for a given ticket, its association is left in place so you can retry.
The confirmation message on Step 3 updates to reflect your choice, so it is always clear what will happen when you click through.
Post-run report (when Close External Issues is on)
If any closes fail, Nucleus shows a report before the final result message. The report lists:
Total counts: how many tickets were closed and removed, and how many failed to close
Up to 20 failed items, each showing the external issue ID and the reason returned by the external system
Good to know
The external ticket is only modified if you opt in to Close External Issues.
This is not supported for tickets created via External Issue Linking API today.
The ticket association is never removed when a closure fails. This allows you to try again as the removal cannot be undone.
With the checkbox off, Nucleus never touches Jira/ServiceNow/etc.; it simply removes its own link.
Retrying failed closes:
if some tickets couldn't be closed, re-upload a CSV containing just those IDs and re-run.
Or try disabling Close External Issues, manage the closing of the tickets in the external system, and re-run the Bulk Remove only.
Ticket counts in analytics reflect the change once the run completes.