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In order to push the updates from ServiceNow to Jira, we need a Jira account under which the updates will be pushed. We call it an integration account over here. The user can enter the Jira account id of the integration user account in the plugin so that the plugin identifies the updates made from ServiceNow to Jira and skips the process to update ServiceNow, thereby preventing a duplicate entry in ServiceNow from Jira. Note that it is not mandatory to add this account. Leaving it empty will send all the valid updates received by the plugin from JIRA to the configured ServiceNow instance. Step 1: Click on the “Configurations” link in the top right corner, and you should see a form for the Integration User. Remember, this form only gets enabled if you have saved ServiceNow configurations. Otherwise, please save the connection configurations first before trying this step.   Note: If you are not able to connect to ServiceNow, then please check the user and its roles. You need below users and roles to connect to ServiceNow
Step 2: Enter a valid Atlassian account ID for the user, which is used by the service now to update Jira, and click on "Save.” |
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To have control over the create and update functionality, we have introduced this select preference checkbox feature. Using this feature, we can control the events on which the data is sent over to ServiceNow from Jira. Step 1: If you only want to create the incident in ServiceNow, you can leave the update checkbox empty. Check the Create checkbox and click on save.   Step 2: If you only want to update the incident in ServiceNow, you can leave the Create checkbox empty. Check the Update checkbox and click on save.   Step 3: For synching on both create and update events, check both the checkboxes and click on Save.   |