Set up the Jira Service Management spoke

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read

    • Integrate the ServiceNow instance and Jira Service Management by using the Basic Auth credentials to authenticate ServiceNow requests.

    Before you begin

    • Request an Integration Hub subscription.
    • Activate the Jira Service Management spoke.
    • Role required: admin.

    Option 1: Using OAuth authentication

    Integrate the ServiceNow instance with your Jira Service Management account using OAuth to authenticate ServiceNow requests.

    Before you begin

    Role required: admin

    Obtain the value of Cloud ID

    Obtain the value of Cloud ID of the Jira Cloud instance. This value is required during the configuration of the connection record in your ServiceNow instance.

    Before you begin

    Role required: admin

    Procedure

    1. Log in to Atlassian Administration as an admin.
    2. Click Select against the required organization.
    3. From the Jira Software product, click Manage product access.
      A new window is opened and the URL is in this format: https://admin.atlassian.com/s/<Cloud-ID>/apps.
    4. Copy the value of the Cloud ID for later use.

    Configure a connection for a Jira Service Management spoke

    Add and configure a Jira Service Management connection to authenticate ServiceNow requests in a Jira Service Management spoke.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Process Automation > Workflow Studio.
    2. Click the Integrations tab.
    3. Under Connections, the Outbound connections are displayed by default.
    4. Locate the Jira_SM connection alias and click View Details.
      • To configure the default connection and credential alias record that is shipped along with the Jira Service Management spoke, click View Details.
      • To manage more than one Jira Service Management spoke connection records, you should create a new child alias record by clicking Add Connection. For more information about using multiple connections, see Supporting multiple connections.
      If you are configuring the spoke for the first time, click Configure. Otherwise, click Edit.
    5. On the Connection form, fill in the fields.
      Field Description
      Connection Name Name to uniquely identify the connection. For example, Jira Spoke OAuth basic conn.
      Connection URL URL of your Jira instance in this format: https://api.atlassian.com/ex/jira/{cloud-id}/. Replace {cloud-id} with value of the Cloud ID you had obtained previously.
      Scopes By default, these scopes are provided read:jira-user, read:servicedesk-request, write:servicedesk-request, manage:servicedesk-customer, read:jira-work, read:me, read:account, offline_access. You can modify the scopes as per your requirement.
      Note:
      After the scopes are modified and saved, whenever you edit the connection record, the scopes are reset to the default scopes.

    6. Click Save and Get OAuth Token.

    Option 2: Using Atlassian API token

    Integrate the ServiceNow instance and Jira Service Management by using the Basic Auth credentials to authenticate ServiceNow requests.

    Before you begin

    Important:
    Apps that collect API tokens to create individual 3LO apps don't comply with Atlassian security requirements for cloud apps and Atlassian acceptable use policy.

    Role required: admin

    Generate an Atlassian account API token

    Generate an Atlassian account API token to authenticate requests for spokes associated with an Atlassian account.

    Before you begin

    Make sure you have an Atlassian account.

    Role required: Atlassian administrator credentials

    About this task

    Complete these steps from your Atlassian account. See the Atlassian Developer portal documentation for instructions on generating your API token.
    Note:
    This procedure is applicable only if you're using the Jira Cloud subscription.

    Procedure

    1. Log in to Atlassian Start as an admin.
    2. Go to your account profile photo and select Account Settings.
      Atlassian Start page with the drop down menu of the selected profile picture. Account Settings option emphasized.
    3. Go to Security.
    4. In the API token section, select Create and manage API tokens.
    5. Select API token.
    6. On the form, provide an integration name for the Label field.
    7. Select Create.
      The Create an API token modal with the Create button emphasized.
      The API token is generated.
    8. Select Copy and record the value of the API token for later use.
      Confirmation modal of Your new API token with the Copy button emphasized.

    What to do next

    Use your API token to configure the cloud connection for a Jira or Jira Service Management spoke.

    Create credential record for the Jira Service Management spoke

    Create a credential record for the Jira account. The Jira Service Management spoke connection and credential alias uses this credential to authorize actions.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Connections & Credentials > Credentials.
    2. Click New.
      The system displays the message What type of Credentials would you like to create?
    3. Select Basic Auth Credentials.
    4. On the form, fill these values.
      Field Description
      Name Name to identify the credential record for the Jira Service Management spoke. For example, Jira SM Basic Auth Token cred.
      User name Enter the email address of the user.
      API Key Enter the API token you generated for your Jira Cloud instance.
    5. Right-click the form header and click Save.

    Create a connection record for the Jira Service Management spoke

    Create a connection record for the Jira account. The connection and credential alias uses this connection to perform actions in Jira Service Management.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Connections & Credentials > Connection & Credential Aliases.
    2. Open the alias record Jira_SM that shipped with the spoke.
    3. On the Connections tab, click New.
      The system displays a blank HTTP(s) Connection form.
    4. Enter these values and click Submit.
      Field Value required
      Name Enter any name to uniquely identify the connection record. For example, enter Jira cloud Basic Auth Token Connection.
      Credential Select the Credential record created for Jira. For example, select Jira SM Basic Auth Token cred.
      Connection URL Enter the URL of your Jira instance in this format: https://api.atlassian.com/ex/jira/<Cloud-ID>.

      For information about obtaining the value of Cloud ID, see Obtain the value of Cloud ID.
    5. Click Submit.
      The Jira Service Management spoke is configured to use basic credentials via the service account.