Jira - ServiceNow Basic Field Mapping Settings

Getint UI provides an intuitive method for synchronizing available fields on both sides. With just a few clicks, users can easily set up field mapping between Jira and ServiceNow, choosing the synchronization direction - uni-directional or bi-directional. Both system-created and custom-created fields are supported and can be configured through the Getint UI.

A few of the Basic Fields Supported:

  1. Title

  2. Description

  3. Assignee/Assigned To

  4. Priority

  5. Status

  6. Comments & Attachments including additional settings.

Field Mappings

The screenshot below displays the Field Mapping screen in the Getint UI. By default, the Title and Description fields are mapped once the integration has been set up. To map additional fields, you can navigate to the Type mapping configuration screen.

  1. Click on “Add Field Mapping.”

  2. In the next screen, select the relevant field from both the left and right sides to be mapped.

NOTE: Additionally, if the fields contain multiple values (e.g., Assignee, Status, Priority), it is mandatory to set up mapping for the available values on both sides. The following screenshots provide the steps to achieve value mapping.

  1. Click on the Cog icon.

  2. Click “Apply” once options mapping has been completed

Choosing Synchronization direction

Getint allows you to specify the direction for field mappings. This means you can choose to synchronize the fields either one way (Jira to ServiceNow or vice versa) or both ways. This can be achieved with simple clicks, as displayed below.

Synchronizing Statuses

Status refers to the various phases a ticket goes through, such as New, Open, In Progress, Resolved, or Closed. Tracking ticket status is crucial for efficient service and prioritizing requests. Getint provides you with the flexibility to synchronize statuses to ensure uniformity on both sides. A dedicated tab is in place for establishing Status Mapping.

If status synchronisation is enabled but the status values are not mapped, a warning sign is displayed as shown below.

Mapping status values can be easily achieved in the "Status" tab.

  • Auto-Mapping - This AI-based feature provides closely matching options from both sides on the screen.

  • Manual Mapping - Choose the available options and map them accordingly with the other side. Most commonly used Status options:

    • Open

    • In Progress

    • Pending

    • Resolved

    • Closed

      Once the values have been mapped, click “Apply” and then click “Save” to save the integration.

Synchronizing Comments & Attachments

Getint supports additional configurations for synchronizing both Comments and Attachments. You can set up these configurations from the 'Comments & Attachments' tab, which is available in the 'Type Mapping Configuration' screen.

Synchronizing Comments

  1. Comments synchronization is enabled by default but can be disabled as per business requirements.

  2. Choose whether the counterpart ticket URL, comment author, and creation date should be displayed during comment synchronization.

  3. Select whether comments should be visible as private or public based on security requirements.

  4. Moreover, you have the option to customize when comments should be created and what information should be visible in the target app.

After selecting all the options based on business and security requirements, click 'Apply' to implement the relevant settings.

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