Introduction
This guide outlines the complete, end-to-end bidirectional integration between ServiceNow Incidents and Jira Issues. Moving forward, we will break down the full technical architecture step-by-step, covering outbound business rules, dynamic payload mapping, and inbound webhooks.
Prerequisites:
- To build and implement this integration, you must have an active Integration Hub license, as the architecture relies directly on Flow Designer and the out-of-the-box Jira Spokes.
- Administrative access to both platforms is required to configure ServiceNow Webhook Registries and Jira system webhooks.
Inbound Webhook Configuration: Jira to ServiceNow
Follow these steps to establish a bi-directional connection, allowing ServiceNow to securely receive real-time updates directly from Jira.
1. Generate a Verification Token in ServiceNow
You must create a security token to authenticate the incoming payloads from Jira.
- Type token_verification.LIST in the ServiceNow filter navigator and press Enter.
- Click New.
- Provide a descriptive name for your token.
- Click on the Generate secure token related link (the token field will automatically populate).
- Click Save.
2. Register the Webhook in ServiceNow
Generate the exact endpoint URL that Jira will target.
- Navigate to Jira Webhooks > Jira Webhook Registries.
- Click New to create a new registry record.
- Select the token record you created in the previous step as the reference.
- Click Save.
- Click on the Callback URL UI action on the form.
- Copy the generated Callback URL and save it to your clipboard.
3. Configure the Webhook in Jira
Tell Jira where to push the data and which events should trigger the sync.
- Log into your Jira instance and go to Jira Administration > System > Webhooks (located under the Advanced section).
- Click Create a Webhook.
- Provide a meaningful name for the webhook.
- Paste the Callback URL from ServiceNow into the URL field.
- Select the specific events you want to sync (e.g., Issue Created, Issue Updated, Issue Commented).
- Click Save.
4. Configure ServiceNow Routing & Processing
Define how ServiceNow interprets and updates records based on the incoming Jira data.
- Navigate to Jira Webhooks > Jira Webhook Routing Policies. Set your routing conditions to dictate when the integration should trigger (e.g., only process if the Jira issue type is a Bug or Task).
- Open Flow Designer and locate the out-of-the-box Process Jira Webhook subflow.
- Copy the subflow, rename it, and modify the internal logic to match your specific field-mapping requirements.
- Critical Step: Open your new subflow's properties and change the Run As field to System User. This guarantees the flow has the necessary system privileges to update the Incident records automatically when the payload arrives.
Hit 👍 Helpful if this Post Helps you
-Rathan Guntuka
