Jira ServiceNow integration
To set up two way Jira ServiceNow Integration, follow the video tutorial below:
Remember, to be logged in as a user with admin rights.
Click "Select App", select Jira. Then select "Create New" to create a new connection with the Jira instance. Name your connection whatever you like. Add URL of your Jira instance (without "/" in the end). Add Login of the admin user, you need to be logged in as one. Type your password, if it's Jira Server. If it's Jira Cloud, you need to generate Jira Token - go to the step 2.
Repeat these steps for the second app.
If the connection is established correctly, you should be able to select the Jira project. Choose one from the dropdown menu, as shown below.
When the connection is established, and you chose the projects you want to integrate - move to the type - mapping.
The basic setup would be to map the Jira Task to ServiceNow Incident as shown below.
After mapping the types, it's time to map the fields.
The default setup is integrating Title, and Description fields bi-directionally.
If you'd like to integrate more fields, use the dropdown menu and select them according to your business case.
Mapping some of the fields may require adding custom fields in the tools - f.e. the "Assignment Group" field is typical for ServiceNow, and it does not exist in Jira. If you wish to integrate it, you need to create a field in Jira.
Some fields (type dropdown) require additional mapping - f.e. Assignees. You need to map them to let the tool know that Ian Smith in Jira, equals I. Smith in ServiceNow. Same with labels.
Go to the next tab, and map Statuses. You can map them one-to-one if the workflow is identical, or one-to-many if the workflow differs.
Go to the next tab. Integration of Comments is available by default, in both directions. You can change the setup if you wish.
Specify if the comments should be integrated as Private, or Public ones.
If you wish to synchronize Attachments, simply check the checkbox.