ServiceNow Jira Bi-directional Integration

[Sandeep Raj1]

Hi All,

I am trying to perform bi-directional integration of ServiceNow and Jira. Using Jira spoke I am able to create issue and update Incident (short description). I am also trying to updates comments from Jira to ServiceNow and viceversa and update Incident state with Jira status. Using spoke i'm unable to achieve the requirement.

Can someone suggest how can we update Jira comments and fields on ServiceNow and viceversa.

Regards,

Sandeep Raj

[Ratnakar7]

Hi @Sandeep Raj1 ,

You can consider the following approaches:

1. Out-of-the-box Integration: ServiceNow provides a built-in integration with Jira through the "sn_jira_spoke" plugin. This plugin enables you to synchronize incidents between ServiceNow and Jira, including fields, comments, and status updates. You can configure the integration by following the ServiceNow documentation specific to your version.

2. Custom Integration: If the out-of-the-box integration does not meet your specific requirements, you can develop a custom integration using ServiceNow's REST APIs and Jira's REST APIs. This approach gives you more flexibility to handle custom mappings, data transformations, and additional functionality.

3. When integrating comments and fields, you need to map the corresponding fields in both systems and implement logic to synchronize the data. You can use webhooks or scheduled jobs to periodically check for updates in one system and update the other system accordingly.

Thanks,

Ratnakar

[Vishal36]

Hi @Sandeep Raj1, 

OpsHub’s free Community Edition can directly meet your requirement of bi-directional sync of updates of Incident State from ServiceNow to Jira and vice-versa.

OpsHub’s free Community Edition is a less tech-heavy integration solution for ServiceNow and Jira integration A ServiceNow certified integration tool, OpsHub offers a federated integration platform that can help ease your integration journey.

OpsHub also takes care of the following use cases:

• Format retention: ServiceNow uses HTML text formatting, while Jira uses Wiki markup text formatting. OpsHub retains the format when integrating data between ServiceNow and Jira.
• Assignment group – project: Jira users use Projects, whereas ServiceNow users often use 'Assignment Group' or some other field, for organizing their data. With OpsHub, data can be mapped across different Jira projects based on the ServiceNow Assignment group.
• Data granularity: OpsHub also integrates history between ServiceNow and Jira. E.g., between the two syncs, if the user modifies the status from Open -> In Progress -> Resolved in Jira, OpsHub allows users to see the exact transition (Open -> In Progress -> Resolved) happening in ServiceNow too.
• Field-level conflict management: If you are looking to integrate data bidirectionally, it may be updated simultaneously in ServiceNow and Jira, causing conflicts. OpsHub supports Field-level conflict management to maintain consistent data across ServiceNow and Jira.
• Supported entities: All System and Custom Tables on ServiceNow and all System & Custom Issue Types, Sub-Task Types on Jira are supported.

You can also reach out to OpsHub’s Integration Experts for an initial discussion on your use case and planning of integration strategy.

Thanks, 

Vishal

[Mathieu Lepoutr]

Hi Sandeep

When it comes to achieving bi-directional integration between ServiceNow and Jira, there are multiple approaches you can explore. One solution that could be a good fit for your requirements is Exalate.

Exalate is a powerful synchronization tool that enables bidirectional data synchronization between different systems, such as ServiceNow and Jira. It allows you to define specific synchronization rules to update various fields, including comments, in both directions. You can also integrate with webhooks.