Getint: Where every ticket finds it's place.
Support portalCase studiesSchedule a demo
  • Welcome to the Getint Documentation Hub
  • Getting started with Getint
    • About Getint / Concepts
      • How Getint works (how it syncs the data)
      • Onboarding
      • What is a Connection?
      • What Are Runs
      • One-directional / Bi-directional integration
      • Migration vs Integration
      • How Integrations Are Executed By Getint
    • Starting the Free Trial and Accessing the Getint App
      • Selecting the Correct app per license
      • How do I extend the trial of getint.io?
      • Jira Access and User Management
    • Deployment options
      • Getint for Jira Data Center / Jira Server
        • Getint Jira Server / Jira Data Center App (native)
        • Getint for Jira Data Center / Jira Server - Architecture
      • Getint for Jira Cloud
      • Getint On-Premise
        • Architecture
        • Installation
          • How to Install Getint On-Premise in Windows Server
          • On-Premise/Standalone Guide
        • Updating On-Premise
        • Cluster High Availability
    • Prepare for the integration
      • Understanding the difference between platforms you integrate
      • One-to-One, One-to-Many, and Many-to-Many integration
      • Simplifying Workflow Sync with Getint: Jira
    • Connectors
      • Jira
      • Asana
      • Azure DevOps
      • Freshdesk
      • GitLab
      • HubSpot
      • Monday.com
      • Notion
      • Salesforce
      • ServiceNow
      • Zendesk
  • Guides
    • Quickstart
      • Integration
      • Connection
    • Integration Guides
      • How to Map Fields
      • How to create a custom field in all supported software
      • Git Repository integration
        • Git Connector - Azure DevOps
        • Git Connector - GitHub
        • Git Connector - GitLab
      • Azure DevOps Asana integration
      • Jira Airtable integration
      • Jira Asana integration
        • Jira - Asana: Subtasks synchronization
      • Jira Azure DevOps integration
        • How to Setup a Connection with Azure DevOps On-Premise
        • Jira - Azure DevOps: Epics and Subtasks Synchronization
        • Syncing Dependencies between Jira and Azure DevOps using Getint
      • Jira ClickUp integration
      • Jira Freshdesk integration
      • Jira Freshservice integration
      • Jira GitHub integration
      • Jira GitLab integration
        • Attachments Sync in GitLab Integration
      • Jira HubSpot integration
      • Jira Jira integration
        • Jira Jira licensing
        • Time Tracking in Getint – One-Way Synchronization
      • Jira Monday.com integration
        • Synchronizing Attachments in a Monday.com Integration
        • How to Insert Monday.com Items into Specific Groups Using Getint
      • Jira Notion integration
      • Jira Salesforce integration
        • Salesforce OAuth Authentication
      • Jira ServiceNow integration
        • Creating a ServiceNow User for Getint Integration
        • ServiceNow OAuth authentication
        • Creating a Custom Field in ServiceNow
        • How to Restrict "Incident" Data to Specific 3rd Party Companies
        • How to Restrict Access to Specific Tables for Integration
        • REST API requests list
      • Jira Trello integration
      • Jira Wrike integration
      • Jira Zendesk integration
        • How to Manually Provide Zendesk Organization ID and Name
    • Migration Guides
      • Migrating Data with Getint
      • Migration support, and onboarding
      • Jira to Jira migration
      • Asana to Jira migration
      • Azure DevOps to Jira migration
      • GitLab to Jira migration
      • Jira to Monday.com Migration
      • Jira Zendesk migration
  • Using Getint
    • Core Features of Getint
    • Workflows
      • Type Mapping
      • Integrations List
      • Configuring Your Data Sync: Bidirectional and Unidirectional Options
      • Syncing Attachments
      • Hierarchy
      • Assignees (users) mapping
      • Mapping Labels
      • Filtering Items for Integration in Getint
        • Troubleshooting Sync Issues: Unmet Filter Conditions
        • How to Filter Comments
        • Filtering by Assignment Group and Status
      • Shared Mappings in Getint – Centralized Mapping for Efficient Integrations
      • How to Use JQL Filters for Jira Integrations
      • Integration status
      • Storing counterpart link in the task comment
      • Storing Reference IDs/URLs Across Integrations
    • Connections
      • Troubleshooting Getint Integration Connectivity Issues
      • Permissions Issue: Status Code 500
      • Editing Connections for Existing Integrations
      • Changing the URL or Transitioning Between Instances
      • Debugging Connections in Getint: How to Troubleshoot and Resolve Issues
    • Quick Build
    • Reporting
    • Notifications
    • Request type issue on Jira Service Management how to select and work with it
    • Integrating one project with many: Streamlining synchronization across multiple projects.
      • One to Many Project - El Ride Use Case
    • Transition Fields
    • Resync and Hard Resync
    • Synchronizing Existing Items on Both Sides
    • Handling Syncs for Deleted Items
    • Advanced Scripting
    • Platform Release History
      • Getint Version 1.79
      • Getint Version 1.78
      • Getint Version 1.77
      • Getint Version 1.76
      • Getint Version 1.75
    • Settings
      • Data Storage
      • Sharing Access Permission
      • How to Override Getint Behavior Using Custom Properties
  • Support, legal & others
    • FAQ
      • Technical FAQ
      • Security FAQ
    • Troubleshooting Guide for Getint Users
      • Resolving Error 500 in Jira ServiceNow Integration
      • Locating Your Instance ID for Support
      • Connection Error: Certification Path Failed/PKIX Path Building Failed
      • Error: Field '<field-name>' cannot be set. It is not on the appropriate screen, or unknown
      • Connection timed out error
      • Troubleshooting: Integration Task Retrieval Error
      • Upgrade to newest version from version lower than 1.52
      • Debug Requests Feature
      • Troubleshooting: Resolving Hanging Integration Runs in Getint
      • Troubleshooting License Issues in Getint
    • Security and compliance
    • Support / SLA
    • Privacy & Security
      • Data Residency with Getint
    • Procurement & Legal
      • Enhanced Support for Vendor Onboarding and Security Assessments
      • EULA
      • Privacy policy
  • Billing & Services
    • Transparent and User-Friendly Pricing
    • Consulting and Custom Development
    • Understanding Getint Licensing and Pricing
      • How to pay for the apps
      • Migrations
      • Network License
      • Jira-Jira Licensing Model
      • Partners
      • Seamless Transition Offer: Migrate from Competitors to Getint with Exclusive Benefits
  • Use cases
  • Pricing Comparison: Getint vs. Alternatives
  • Battlecards (getint.io vs competitors)
  • Free migration from ConnectAll, Backbone, Exalate, Unito, Workato, TFS4JIRA and other tools
  • Anything missing? Getint is feedback driven
Powered by GitBook
On this page
  • Requirements to build your integration:
  • Setting up your ServiceNow integration
  • Conclusion

Was this helpful?

  1. Guides
  2. Integration Guides

Jira ServiceNow integration

PreviousSalesforce OAuth AuthenticationNextCreating a ServiceNow User for Getint Integration

Last updated 1 month ago

Was this helpful?

Easily integrate Jira and Jira Service Management with ServiceNow for enhanced workflow efficiency. You can ensure data consistency by bridging the gap between IT teams (using ServiceNow) and software development teams (relying on Jira). The integration provides a unified workspace where users can manage Jira incidents, problems, changes, and service requests within ServiceNow, and vice versa. Set up the Jira-ServiceNow integration using the application available in the Atlassian Marketplace (for cloud customers), the Data Center apps, or the On-Premise version of Getint. This bi-directional integration allows you to send ServiceNow incident events to Jira Service Management and vice versa. Enjoy cross-functional collaboration, streamlined processes, and a cohesive view of your tickets across platforms.

Requirements to build your integration:

  • A Jira instance with a dedicated user, and an API token for that user.

  • A ServiceNow instance with a dedicated user. For testing purposes, you can create a developer instance here:

  • For Jira Cloud customers, download the corresponding app from the Atlassian Marketplace, and launch it. Please note that we support both Jira Software and Jira Service Management.

  • For Jira Data Center, please click your profile icon at the top right corner of your Jira instance, click Atlassian Marketplace, and use the option Find new apps to search for our Jira ServiceNow integration app by Getint (similar to the apps found below).

Setting up your ServiceNow integration

1. Accessing Getint:

  • Launch the app, and click Create integration or Migration.

2. Token generation for Jira Cloud:

  • For Jira Cloud, generate a Jira token. This token will act as your password.

  • Go to Atlassian Account Settings.

  • Navigate to Security and generate an API token, then use this token as the password for Jira integration.

3. Establishing a Connection with Jira:

  • Ensure you’re logged in as a user with admin rights, click on Connect App, and select Jira. Choose Create New to set up a fresh connection with your Jira instance and input the URL of your Jira instance.

  • After establishing the connection, select the Jira project you want to connect to from the dropdown menu.

4. Establishing a Connection with ServiceNow:

  • Connect to ServiceNow. If no connection is established yet, create a new one.

5. Type mapping:

  • Quick Build (Beta): You can use the Quick Build feature to automatically map fields and types between your apps. It’s a convenient way to make the process easier.

  • Manual Mapping: If you prefer more control, you can manually map the types yourself. This allows you to customize the mapping based on your specific requirements.

  • After enabling this module, you can start syncing ServiceNow projects from your Project workspace.

  • These will sync just like any other ServiceNow table, such as incidents, change requests, and more. Consequently, any new project from ServiceNow can be seamlessly transferred as a new task in Jira.

6. Field mapping:

  • Review or manually map which fields to integrate and sync within the mapped types, including title, description, assignees, custom fields, and more.

7. Assignees:

  • Map Assignees according to your user pairing requirements.

8. How to Manage Comments & Attachments:

  • Check the Comments & Attachments tab. These are activated by default, but you’re free to modify them depending on your organization’s needs.

  • For ServiceNow integrations, there’s an option to further customize how comments are created under Customize comments creation. It can be incredibly helpful to make specific comments that either go Public or Private or be skipped completely.

  • You can also choose the sync direction for attachments: both ways, only to App A (left), or only to App B (right). This feature adds an extra layer of customization to meet your organizational needs.

You can disable comments and attachments entirely if they are not needed or are restricted in your organization.

9. How to Map Statuses:

  • Map Statuses. Ensure you’re using the correct fields that represent the statuses for each app.

10. Finishing your Integration

  • Name your project and click Create at the top right corner to finish the integration setup.

11. UI Filtering

  • After finalizing your integration, you may also add filters to each app. Select the filter icon adjacent to the app icon within your integration. This action will affect the corresponding side of the integration.

  • Define Filter Rules:

    • ALL items filters: Rules will be verified for every item before synchronization.

    • NEW items filters: Rules will be verified only for newly created items that have not yet been synced.

    • SYNCED items filters: Rules will be verified for items that were already synced in the past.

  • You can also use custom queries to synchronize tickets only when the Assignment Group is set to a specific value. For example:

12. Case Scenario for Items Filtering:

  • For example, If you want to integrate Jira Project A with ServiceNow Incidents that belong to Assignment Group A, use the filter items feature. In Getint, you can configure the connection by mapping the types and fields between ServiceNow and Jira, ensuring that fields like Assignee and Assignment Group are correctly synchronized.

  • On a separate integration, you can set up (or duplicate the existing integration) to integrate Jira Project B with ServiceNow Incidents that belong to Assignment Group B. Here, different filtering will be needed. You can define filter rules in Getint to control which items are synchronized, specifying criteria such as status or priority to ensure only relevant items are synced. This helps manage data efficiently and avoids unnecessary clutter. Remember to save the integration once the filters are applied to ensure they are active.

13. Test your integration:

  • Ensure you aren’t experiencing any errors and that your integration is running smoothly. Create test scenarios to validate the functionality of your setup.

Conclusion

For a detailed guide on how to create a ServiceNow user, please visit the following link:

It is crucial to grant specific access permissions to your ServiceNow user; otherwise, the connection will fail. You can find the full list of required permissions

Mapping ServiceNow Projects: Projects in ServiceNow are part of the (SPM) module. This module must be installed so that project mappings appear as an option in the dropdown list when pairing your type mappings. You can find more information about this module

By following these steps, you can easily integrate Jira with ServiceNow, ensuring efficient synchronization of tasks, issues, and workflows across both platforms. This configuration promotes collaboration and streamlines project management processes. Please contact our or , if you require further assistance.

How to create a ServiceNow user.
here.
Strategic Portfolio Management
here.
Support Team
Schedule a Demo
ServiceNow Developers
Start your integration journey. Schedule a free consultation with our Getint Integration Expert today!
You can find your credentials within the settings in your ServiceNow instance.
Project mapping in Jira ServiceNow integration
Example of automatic field mappings with Quick Build where you can also add fields manually while using Quick Build.
Assignees in Jira (left). Assigned to in ServiceNow (right)
A custom query to sync ServiceNow tickets by the Assignment Group ID
Filtering items by Assignment Group
ServiceNow ticket created for testing purposes
A new Jira ticket was created on the other end as a result of the integration
For more information about this feature, please visit
Items Filtering.