ServiceNow Jira integration question - which option would you recommend?

[Johannes Mweli]

Hi ServiceNow Community Developers,

I am currently working on a project to build a bi-direction integration between ServiceNow and Jira and while researching this I discovered that there are at least two ways to achieve this bidirectional integration. One way is to use the oob Atlassian Jira Integration for Agile Development which requires that incidents be converted to stories first since this type of ServiceNow Jira integration only integrates Jira with ServiceNow Agile application which is mainly stories. In other words with this methodology you cannot directly create an issue from an incident in ServiceNow you would need to re-create that incident as a story first and then the integration would work. I however came across another way of achieving this bi-directional integration which uses the integration hub and the good thing about this one is that you can integrate incidents directly into Jira. You can also generate a webhook in ServiceNow that you can register in Jira and thus allow for Jira updates to flow through to ServiceNow and therefore achieve a bi-directional integration that way.

The question I have for guys is would you please advise as to which one is a better option and do both carry an additional subscription fee? Kindly advise please.

Thanks,

Johannes

[Mathieu Lepoutr]

Hi Johannes

You mentioned two ways and I agree with both of them, they sound like really cool projects!

A 3th way would be to make a configuration inside of Exalate, this is a decentralized integration solution that will syncronize any entities bi-directional if you please. The architecture of it is really interesting and the depth you can configure it is endless.

[j_15]

Might want to mention that you work for the product you're recommending.

[Josh Pirozzi]

Hi @Johannes Mweli,

We used the Integration Hub method and created the API using the OOB Spoke provided by ServiceNow. This gives use the flexibility to trigger the API from different records within ServiceNow and generate Jira Stories on the Jira Side. 

We've also been able to easily enhance the API's to include Work Note passing (ServiceNow to Jira), Comment Passing (Jira to ServiceNow) and will be working to pass Attachments from ServiceNow to the Jira Story. 

In our current use case, we're triggering from the Catalog Task, but are looking to expand to trigger the API from Incident and Demands in the near future.

Hope this helps!

Josh Pirozzi