Jira Server Change management integration with custom fields

[dmarpaka]

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 · Accepted solution]

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.

[Mathieu Lepoutr]

You can also use Exalate, which is a decentralized integration solution, where you can granuarly decide which data will be send over and how it will be applied.