Jira ServiceNow integration

Seamlessly integrate Jira and Jira Service Management with one or several ServiceNow instances for enhanced workflow efficiency.

Jira and ServiceNow are considered industry-leading tools, providing solutions for Agile project management and IT Service Management, respectively. Each tool has its own strengths, but there are scenarios where integrating both can be beneficial. For instance, your IT team may rely on ServiceNow for handling Service Requests and managing incidents and problems, while your Software Development teams likely use Jira to plan, track, and release software. Collaboration between these teams is often necessary; for example, an incident identified as a software bug may need resolution by the Engineering team. This is where Getint can assist, in enhancing cross-functional collaboration, breaking down silos, and ensuring data consistency across your organization.

The Jira-ServiceNow integration provided by Getint allows users to seamlessly sync their project data between the two platforms. Once the integration is set up, users can view and manage their Jira incidents/problems/changes/service requests within ServiceNow, and vice versa. This provides a unified workspace to track your tickets and collaborate with teams.

• Pre-requisites

  • Set up a Jira instance, create a dedicated user, and create a token for that user.

  • Set up a ServiceNow instance, and configure a dedicated ServiceNow user.

• Setting up integration and continuous data sync

Once Jira and ServiceNow environments have been set up, the next step would be to set up the integration and data sync via Getint UI. Follow the below steps to do so:

1. Login to Jira cloud instance.

2. Find and install the Jira - ServiceNow integration app.

3. Navigate to Apps → Jira - ServiceNow Integration.
4. Then click Workflows and Create Integration.

   
5. In the pop-up, select “Continuous Sync” or “Migration” based on the requirement.

   
6. In the next screen, connect the Apps (Jira & ServiceNow) accordingly as advised on the screen.

Setup the Jira Connection (Jira Cloud, Jira Data Center, Jira Server, Jira Service Management)

1. Click CONNECT APP, and then click Jira

   
2. Input the URL of your Jira instance, and click “Next”.

3. Provide a name for the connection, and input the values for an email address and PersonalAccess token**.
4. Click “Add” to set up the connection.

   **Token Generation for Jira Cloud:

   • Visit Atlassian Account Settings.

   • Go to Security.

   • Navigate to the API Token section and generate a token. This token serves as the password for Jira Cloud.

Setup ServiceNow Connection

1. Click CONNECT APP, and then click ServiceNow.
2. Input the URL of your ServiceNow instance you want to connect to, and click “Next”.
3. In the next screen, provide the name for the connection, username, and password for the ServiceNow account.
4. Click “Add” to set up the connection.

Field mapping

Once the ticket type(s) have been mapped, you can now perform the related field mapping. Getint supports the mapping of the basic fields, advanced fields, and custom fields. By default, Title and Description fields are mapped once the integration has been set. You can navigate to “Type mapping configuration” to map additional fields.

1. Click Save in the Editor screen to save and apply the mappings.

   
2. On the editor screen, click “Save” to save the mappings and start syncing the data.