JIRA-ServiceNow Integration

[SoniaShridhar13]

Hi,

I have a client who wishes to implement ServiceNow-JIRA Integrations and need help on different approaches I can use to implement the below requirement please-

2 way integration with Jira for incidents and service requests.
Tickets will NOT be created in Jira.  They will be created in ServiceNow first, then created using the integration in Jira. 
Both Incidents and Service Requests in ServiceNow will integrate with Incidents in Jira (Jira does not have Service Requests)
For Service Requests, the integration will be between the RITM and the Jira incident

Thanks,

Sonia

[Josh Gold]

Hi @SoniaShridhar13, 

I can help with that! Unito is a ServiceNow partner that specializes in 2-way sync. I wrote this guide on how to set up an integration between ServiceNow and Jira to do exactly what you're asking for. Unito is SOC 2 Type II Compliant, and is (by far) the easiest and least expensive option to sync data between ServiceNow and Jira.

That article I linked should include all the steps you'd need to follow, but to summarize quickly:

1. You begin by signing up for a Unito account.
2. Then, connect your ServiceNow and Jira accounts
   1. If you're using a service account, you'll need to set that up in ServiceNow first. Whichever ServiceNow account you use needs full CRUD access in whichever tables you're connecting. For incidents, the ITIL role should be enough.
3. Then you set a flow direction to tell the integration where to automatically create new incidents/issues. If you only want tickets to originate in ServiceNow, you'd choose a 1-way flow direction from ServiceNow to Jira.
4. Rules: here you can set filters to only sync specific records from ServiceNow to Jira. An easy way to do this is by choice list fields. Unito can recognize all the values of your choice lists (e.g., single-select fields/picklists). So you could tell it to only sync records/incidents with the "hardware" label, etc. It depends how your tables are organized, but it would make sense to create a system of labels in ServiceNow to match your issue labels in Jira. 
5. Field Mapping: Here you create pairs of fields between ServiceNow and Jira that are linked in real-time, so changes sync back and forth. You can also control the sync direction if you don't want changes in Jira to appear in ServiceNow (or vice versa) for each pair of fields. 

Overall it's very easy to use and much more cost effective than other solutions because it's no-code, yet fully configurable. So it automatically populates with your actual fields (as long as you have CRUD access to them with the connected account) and you don't need to spend all your time trying to troubleshoot code. 

Let me know if you have any questions! You can also book me or another member of my team for a live demo.

- Josh

[dhirennotani]

Hi @SoniaShridhar13 ,

Hope you are doing well.

Thanks for posting your question here!

To integrate Jira with ServiceNow, I would recommend you to try out Exalate.

Exalate is a completely decentralized and bi-directional integration solution.

It provides you access to a Groovy based scripting engine which is very powerful and customizable.

You can choose what information to send and receive between both the sides and you can fully automate the sync using Triggers.

Thanks

[cpawan]

JIRA issue means JIRA incident , You can integrate ServiceNow and JIRA, its possible with following use cases

- Using integration HUB and JIRA spoke (easy but cost involved ) 

- Using REST message and flow designer

- Using REST message and Business rule. 

Let me know with which option you want to select