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Step 2: Find the "ServiceNow Connector for Jira on Cloud" and click "Install."

3. Overview:

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title3.1 Architecture

  • If a user creates an issue in Jira then the plugin will create the corresponding incident in service now

  • It syncs all values from Jira Issue to ServiceNow incident including component, reporter, assignee, custom fields, attachment, and comments based on the mapping of the fields.

  • If user updates incident in Jira then the plugin updates the same values in the service now.

  • It links the Jira issue key to the ServiceNow field and ServiceNow incident number to Jira Issue.

  • Users can easily track changes and sync between two different systems using this seamless integration.

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titleFields Mapping Process

Step 1: Click on the “Fields Mapping” link in the top right and select the project, issue type, Jira field, and Service Now field, then click on the “+” button to save the mapping.

Note: Please refer to the below mappings between the Jira field and the Service Now field. These are the “Mandatory” field mappings that are required to get the sync up and running.

Note: If a Jira field that we are trying to map is a field that can have predefined multiple values, like a drop-down or a multi-select, then the plugin will open a dialog where you can map individual options. Please refer to image below

Note: All the mappings for Jira fields like drop downs and which require individual value mappings like about will have an eye icon in front of the “Delete“ link in the mapping table (please refer to the image below). You can use this icon to view or change the mappings. It will open up the same dialog box as above.

5. Configure Jira for Synchronization:

Please create two custom text fields in Jira to store sysid and incident number which the Jira would be receiving after a successful update from service now and map these two fields to “sysid” and “number” fields in service now respectively. Without these two fields the sync process will not work.

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title5.1 Configuration

  • Configure outbound rest message

  • Create business rules to push data from ServiceNow to JIRA

5.1.1 Configure outbound rest message

  • Name : Enter valid of outbound rest message

  • Description: Description of outbound rest message

  • Endpoint : URL of your Jira application

Note: If Jira is behind the firewall, you can add mid-server details .

5.1.2 Create business rules to push data from ServiceNow to JIRA

  • Give name of Business Rule

  • When to run : Enter when to run it

  • Actions : Set your field values

  • Advanced : Write script

6. Configure in ServiceNow for Synchronization:

Below configurations are needed to support real time sync from Service Now to Jira. Please contact us at atlassian@empyra.com . Scripts are developed in Service Now to push the changes from Service Now to JIRA

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title6.1 Field Support for Incident

Field Label

Field Name

Type

Number

incident.number

string

Short description

incident.short_description

string

Description

incident.description

string

State

incident.state

choice

Additional comments

incident.addedComments

journal input

Assigned to

incident.assigned_to

reference

Assignment group

incident.assignment_group

reference

Caller

incident.caller_id

reference

Category

incident.category

Choice

Impact

incident.impact

choice

Priority

incident.priority

choice

Urgency

incident.urgency

choice

Problem

incident.problem

reference

Work notes

incident.work_notes

journal input

Work notes list

incident.work_notes_list

list

…..

….

…

Note: All fields of Incident table. Provision to map the field values in Jira

7. Other features

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title7.1 Filtering

You can use filter dialog to filter the mapping records based on project, issue type and Jira field. in order filter the records please follow the following steps

Step 1: Click on the filter button besides '+'(add field mapping) button to open the filter dialog.

Step 2: Select project(if you want to filter the records in the mapping table by project alone), issue type(if you want to filter the records by selected project and selected issue type) and Jira field (if you want to filter the records by selected project, issue type and Jira field).

Step 3: Click on “Set Filters“ button to filter the record in the table based on the selected values

Step 4: Now you can click on 'X' at the top right corner of the dialog to close it and see the filtered records. You can close the dialog by clicking on anywhere else on the screen too.

Note: You can clear the filter by clicking the ‘Clear Filters' button. Please remember that filter will remain applicable unless you manually clear them by clicking the 'Clear Filter’ button in the filter dialog or refresh the plugin page.

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