Jira Server Change management integration with custom fields

dmarpaka · ‎04-02-2024

Req: To integrate jira server change management with servicenow . There are some custom fields in Jira change management like QA, UAT for normal change. Can we achieve this through custom API? Also in ServiceNow the service desk or the help desk group should not have access to normal change template. Can we achieve this by defining roles and ACL?

Josh Gold · ‎04-20-2024

1. Yes - as long as the flow you create in Unito is active, the fields from ServiceNow will populate in the your JSM ticket. Unito syncs records from ServiceNow and they become issues/tickets in JSM. So if you use that solution, you just tell Unito how many fields in ServiceNow you want to sync to Jira.

2. Changes do occur in real-time (sometimes it may take a few minutes depending on how active users are at any given time). Also, just regarding custom fields: make sure you have a similar field in the other tool so your custom fields have somewhere to go. If you can't find a compatible field, you can always sync to the description footer and it will appear as text.

Here are some screenshots from Unito's interface:
1. This is a set of field mappings telling my flow which fields to sync between ServiceNow and JSM:

2. This is an example of the rules I set in Unito on which tickets to sync:

3. Here's a screenshot from my demo environment showing how my fields in ServiceNow relate to fields in JSM:

You can read more about Unito's ServiceNow integration here or here's an overview of Unito's Jira ServiceNow integration in particular.

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Dr Atul G- LNG · ‎04-02-2024

Hi @dmarpaka

To do the intgearion here are few basis rules

- Do As - Is and to be process mapping via flow chart

- Do table - table level mapping

- Field to Field level mapping ( need to see what fields are there do we need those fields from 3rd pary in SN or not , if yes we need, then is any alternative available or do we need to create custom field)

- Field value mapping - What value is coming from 3rd party tool and is that value exits in SN if No, then do we need to create or can we do some data messagaing in staging table.#

There are some custom fields in Jira change management like QA, UAT for normal change. Can we achieve this through custom API?

Atul:~ Yes, But before that understand do we need these in SN or not? Cab we use envirment field available in SN for this purpse.

Also in ServiceNow the service desk or the help desk group should not have access to normal change template. Can we achieve this by defining roles and ACL?

Atul: But if you are using API then what us need to group here?

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Dr. Atul G. - Learn N Grow Together
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now developer · ‎04-19-2024

Thank you Atul for your response. I agree with the ACL part.

Josh Gold · ‎04-12-2024

@dmarpaka Do you mean Jira Service Management? There's an easier way to include those custom fields: QA, UAT, etc. You can try out a low-code solution, or there are also no-code options such as Unito which allows you to sync your custom fields from either ServiceNow or Jira to the other without needing to build your own code or write script.

now developer · ‎04-19-2024

Yes JIRA SM. I have few more questions on this.

1. Will ‘DevOps Record’ be automatically populated upon change creation action on JIRA SCR?
2. Since ‘DevOps record’ is not read only in ServiceNow, any change request in ServiceNow can be linked to any JIRA ticket. Is syncing of the other fields (QA/UAT) upon changing the DevOps record real time?

Thanks