Automatic record updation in ServiceNow via email attachments and 3rd party ticketing tool like JIRA

[manojsharma369]

Hello,

Appreciate your help if you could guide me and share HLD, LLD, implementation approach and all required activities for "Automatic record updation in ServiceNow via email attachments and 3rd party ticketing tool like JIRA". It would be great if you could share word document and PPT both.

Any help will be highly appreciated. Thanks

Regards,

Manoj Sharma

[Ratnakar7 · Accepted solution]

 

1. High-Level Design (HLD)

1.1 Objective

Enable automatic record updates in ServiceNow ITSM modules based on data ingestion from:

• Email attachments (CSV, Excel, XML)

• Third-party ticketing tool JIRA

1.2 In-Scope Modules

• Incident Management

• Change Management

• Problem Management

• Service Catalog / Requests

• Custom Tables (if applicable)

1.3 Key Integration Channels

• Inbound Email Actions

• Attachment API

• Email Parsing Rules / Scripts

• IntegrationHub JIRA Spoke (preferred)

• REST API (Pull/Push)

• MID Server (for on-prem JIRA)

1.4 Architecture Overview

• Email channel for inbound attachments

• API-driven integration with JIRA (webhooks/scheduled API pulls)

• Data parsing and transformation layers

• Record creation/update modules

• Error handling & monitoring framework

• Role-based ACL enforcement

1.5 High-Level Components

• ServiceNow Instance

• MID Server (Optional for on-prem)

• IntegrationHub / Custom API Integration

• Email Server Configuration

• Notification & Logging Setup

2. Low-Level Design (LLD)

2.1 Email Attachments Data Flow

• Define email routing address

• Inbound Email Actions triggered based on subject/body filters

• Use Attachment API or Parse CSV Attachment flow to process files

• Data inserted via Import Sets / Transform Maps

• Custom Script Includes to handle complex formats

• Error handling: Create Error logs in a custom log table

2.2 JIRA Data Integration Flow

• For Cloud JIRA:

  • Use IntegrationHub JIRA Spoke actions (Create, Update, Get Issues)

  • Establish OAuth 2.0 authentication

  • Use Scheduled Flows or JIRA webhooks for near real-time sync

• For On-Prem JIRA:

  • Use MID Server to securely make REST API calls

  • Use Scripted REST APIs for custom data fetching

  • Schedule data pulls

• Transformation Layer: Import Sets and Transform Maps / Flow Designer for field mapping

• Updates existing ServiceNow records based on identifiers (Issue Key, Ticket ID)

2.3 Data Mapping

• Create lookup tables for user, group, category mapping

• Ensure field consistency across JIRA and ServiceNow data models

• Build validation scripts to manage data mismatches

2.4 Security & Compliance

• Ensure email attachments are scanned for malware

• Secure all API calls via OAuth / Basic Auth with MID Server

• Enforce ACLs at table and field level

• Maintain transaction logs for auditing

3. Implementation Approach

Phase 1: Planning & Design

• Requirement gathering workshops

• Identify data formats and use cases

• Confirm inbound email setup and JIRA instance access

• Design email parsing logic and JIRA data flow diagrams

Phase 2: Build & Development

• Configure inbound email actions

• Develop attachment parsing scripts / flows

• Set up JIRA Spoke / custom API integrations

• Create Transform Maps / Import Sets

• Configure ACLs and logging framework

Phase 3: Testing & Validation

• Unit Testing (Email and JIRA separately)

• System Integration Testing (combined flows)

• UAT with business stakeholders

• Performance/load testing (optional)

Phase 4: Go-Live & Support

• Production deployment

• Monitoring setup (transaction logs, error dashboards)

• Hypercare & knowledge transfer

4. Required Activities Summary

• Email channel & inbound action configuration

• Attachment processing setup (API / Flow Designer)

• Develop scripts for custom formats

• JIRA integration via IntegrationHub / APIs

• Build Transform Maps and Import Sets

• Role-based access controls setup

• Configure error handling and monitoring dashboards

• Prepare documentation & training

• Perform end-to-end testing

5. Deliverables

• High-Level Design (HLD) Document

• Low-Level Design (LLD) Document

• Integration Architecture Diagram

• Field Mapping Sheets (JIRA to SN)

• Error Handling Framework Design

• Test Strategy & Test Cases

• Deployment Plan

• End-User Training Guide

6. Next Steps

• Conduct detailed workshops

• Finalize detailed field mappings and API configurations

• Setup environments for development and testing

• Proceed with phased build and deployment

[Ratnakar7 · Accepted solution]

 

1. High-Level Design (HLD)

1.1 Objective

Enable automatic record updates in ServiceNow ITSM modules based on data ingestion from:

• Email attachments (CSV, Excel, XML)

• Third-party ticketing tool JIRA

1.2 In-Scope Modules

• Incident Management

• Change Management

• Problem Management

• Service Catalog / Requests

• Custom Tables (if applicable)

1.3 Key Integration Channels

• Inbound Email Actions

• Attachment API

• Email Parsing Rules / Scripts

• IntegrationHub JIRA Spoke (preferred)

• REST API (Pull/Push)

• MID Server (for on-prem JIRA)

1.4 Architecture Overview

• Email channel for inbound attachments

• API-driven integration with JIRA (webhooks/scheduled API pulls)

• Data parsing and transformation layers

• Record creation/update modules

• Error handling & monitoring framework

• Role-based ACL enforcement

1.5 High-Level Components

• ServiceNow Instance

• MID Server (Optional for on-prem)

• IntegrationHub / Custom API Integration

• Email Server Configuration

• Notification & Logging Setup

2. Low-Level Design (LLD)

2.1 Email Attachments Data Flow

• Define email routing address

• Inbound Email Actions triggered based on subject/body filters

• Use Attachment API or Parse CSV Attachment flow to process files

• Data inserted via Import Sets / Transform Maps

• Custom Script Includes to handle complex formats

• Error handling: Create Error logs in a custom log table

2.2 JIRA Data Integration Flow

• For Cloud JIRA:

  • Use IntegrationHub JIRA Spoke actions (Create, Update, Get Issues)

  • Establish OAuth 2.0 authentication

  • Use Scheduled Flows or JIRA webhooks for near real-time sync

• For On-Prem JIRA:

  • Use MID Server to securely make REST API calls

  • Use Scripted REST APIs for custom data fetching

  • Schedule data pulls

• Transformation Layer: Import Sets and Transform Maps / Flow Designer for field mapping

• Updates existing ServiceNow records based on identifiers (Issue Key, Ticket ID)

2.3 Data Mapping

• Create lookup tables for user, group, category mapping

• Ensure field consistency across JIRA and ServiceNow data models

• Build validation scripts to manage data mismatches

2.4 Security & Compliance

• Ensure email attachments are scanned for malware

• Secure all API calls via OAuth / Basic Auth with MID Server

• Enforce ACLs at table and field level

• Maintain transaction logs for auditing

3. Implementation Approach

Phase 1: Planning & Design

• Requirement gathering workshops

• Identify data formats and use cases

• Confirm inbound email setup and JIRA instance access

• Design email parsing logic and JIRA data flow diagrams

Phase 2: Build & Development

• Configure inbound email actions

• Develop attachment parsing scripts / flows

• Set up JIRA Spoke / custom API integrations

• Create Transform Maps / Import Sets

• Configure ACLs and logging framework

Phase 3: Testing & Validation

• Unit Testing (Email and JIRA separately)

• System Integration Testing (combined flows)

• UAT with business stakeholders

• Performance/load testing (optional)

Phase 4: Go-Live & Support

• Production deployment

• Monitoring setup (transaction logs, error dashboards)

• Hypercare & knowledge transfer

4. Required Activities Summary

• Email channel & inbound action configuration

• Attachment processing setup (API / Flow Designer)

• Develop scripts for custom formats

• JIRA integration via IntegrationHub / APIs

• Build Transform Maps and Import Sets

• Role-based access controls setup

• Configure error handling and monitoring dashboards

• Prepare documentation & training

• Perform end-to-end testing

5. Deliverables

• High-Level Design (HLD) Document

• Low-Level Design (LLD) Document

• Integration Architecture Diagram

• Field Mapping Sheets (JIRA to SN)

• Error Handling Framework Design

• Test Strategy & Test Cases

• Deployment Plan

• End-User Training Guide

6. Next Steps

• Conduct detailed workshops

• Finalize detailed field mappings and API configurations

• Setup environments for development and testing

• Proceed with phased build and deployment

[manojsharma369 · Accepted solution]

Much appreciated @Ratnakar7 . Thanks a lot.