Integrating Multiple Jira Projects into a Single ServiceNow Instance
With our many‑to‑one feature, users can integrate multiple Jira projects into a single ServiceNow instance. Because of ServiceNow’s specific architecture, certain configurations need to be handled differently, including item routing.
This guide explains how to connect several Jira projects to a single ServiceNow instance and define the rules that determine which Jira project receives each ServiceNow work item, whether that is Project A, B, C, or any other.
ServiceNow Integrations:
When configuring many-to-many sync with ServiceNow, Sync many projects will only be available on the source app side (i.e., Jira).
Getint connects to the entire ServiceNow instance (not individual projects), so configure Item Routing in the source app to route tickets from ServiceNow.
Creating a One-to-Many Integration
To synchronize multiple projects, begin by creating an integration as you normally would. Next, choose Jira as the connector on the left side.
Next, either select an existing connection or create a new one. After the connection is set, you’ll see a checkbox labeled Sync many projects above the dropdown list.
Select the projects you want to sync, then click Connect.
An X appears next to each project name. Click it to remove a project from the selection if you chose the wrong one.
Select ServiceNow as the counterpart application, then either create a new connection or select an existing one.
Unlike many-to-many project syncing, Jira-ServiceNow integrations only require selecting many projects from the Jira side. ServiceNow lacks individual projects, so we connect to the entire instance (not specific boards).
Click Start with Mapping Types to map the work item types.
After mapping issue types, you can start adding fields to them. At the time we’re publishing this article, the Quick Build feature is not available for many-to-many projects. You will need to map fields manually.
Defining Conditions in Items Routing
The next step is to define conditions, as routing refers to the path a work item takes across connected systems. By setting clear rules, you ensure Getint knows which project each incoming work item belongs to and what type it should have.
Since ServiceNow is treated as a single instance rather than a workspace with multiple projects, you configure routing for items syncing from ServiceNow to Jira, meaning the criteria fields are from the ServiceNow work items.
Please follow the next steps to set up the rules for syncing your items, and then review the subsequent configuration steps to confirm that transitions, field mappings, and workflows are properly aligned.
When populating the operator field values as criteria for the items syncing from ServiceNow, use the Sys ID of the ServiceNow field values instead of the text values. This process will be broken down below.
Select the project where the item coming from ServiceNow will be routed to, and specify which issue type it should sync as.
To collect the Sys ID of the field values, you just have to right-click the value (while on the work items list view) and click Copy sys_id. Paste the copied value, with CTRL/Command + V or right-click > paste, on the operator value afterwards.
3. Choose the field that will trigger the sync. For example, click +Add New Field to add conditions across multiple fields. If all conditions are met, the item will sync to the project you are routing it to.
Click Apply to submit the changes, then save the integration. After that, test the integration to confirm that routing works correctly and items are syncing as expected.
Removing or Adding Projects to Existing Integrations
You may need to adjust the projects connected to an integration. This can involve adding new projects to expand its scope or removing existing ones to simplify or restructure it. Follow the steps below to make these changes:
Click the box for the Jira app. In this example, it is on the left side of the integration.
Use the dropdown list to browse your projects and add new ones. You can also remove projects from the integration by clicking the X icon next to the project name. This works the same way as when you added or removed projects during the initial setup.
Close the tab and save the integration to submit your changes.
You need to define new conditions to route work items to any new project you’ve added.
Conclusion
As ServiceNow is more complex than most IT management software, there are a few considerations to take into account when connecting it to multiple Jira spaces. Tweak your integration until the data is syncing as expected, observe the receiving end of the synchronization to ensure that work items are being created under the configured type, keep in mind that the operator values are based on the Sys ID of the ServiceNow field values, and let the integration take care of the synchronization once everything is up and running.
Need more help? Visit our Help Center or reach out to support by clicking the chat bubble for direct assistance.
Last updated
Was this helpful?