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1. Introduction:

Many companies use ServiceNow and Jira for their different teams for different purposes. bi-directional sync between ServiceNow incidents with Jira issues. Many times engineering and product team uses Jira, while customer support and operations team are on ServiceNow. This App is designed to bring these two disprate systems together. This app allows for seamless

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Step 1: Login as JIRA administrator. Go to -> Administration -> AddManage Apps -on -> Find Add-on New Apps

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

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Step 2: Click on “Edit Integration Settings” and enter admin user, password ,ServiceNow API URL and Jira Integration User then click on test connection. If test connection is successful then click on “Save Connection”.

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• ServiceNow User : ServiceNow login user name. You can get from ServiceNow

• ServiceNow Password : ServiceNow password. You can get from ServiceNow

• ServiceNow API URL : ServiceNow login url.

• Jira Integration User: Create an integration user in Jira and use this user to connect from ServiceNow to Jira. Give appropriate permission.

Note: If you are not able to connect to ServiceNow, then please check the user and its roles.

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1. Admin user:  Any servicenow admin user (Just for testing and not recommended for production)

2. Integration user: Create an integration user or any user in servicenow and add below roles

• itil

• personalize_dictionary

 Enable Issue Events

To have a control over the create and update functionality, we have introduced this “Enable Issue Events“ 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.

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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.

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Step 3: For synching on both create and update events, check both the checkboxes and click on Save.

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Enable Attachment Event

To have control over the create and update attachment functionality, we have introduced this “Enable Attachment Event“ checkbox feature. Using this feature, we can control the events on which the attachment data is sent over to ServiceNow from Jira.

Step 1: If you only want to add attachments while creating the incident in ServiceNow from Jira, you can leave the Update Attachment checkbox empty. Check the Create Issue and Create attachment checkbox and click on Save. If create checkbox is checked then only we will be able to do the Create attachment checkbox checked.

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Step 2: If you only want to add an attachment while updating the incident in ServiceNow from Jira, you can leave the Create Attachment checkbox empty. Check the Update attachment checkbox and click on Save.

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Step 3: For synching on both create and update attachment events, check both the attachment checkboxes and click on Save.

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Custom URL configuration

If we click on “Api Configurations“, there will a form will open like this,

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If we have any custom URLs for ServiceNow, we can add it in the form. If any URL's exist in the form then we will be using that URLs for that specific operation, else default table API’s will be used.

Note: We can Create either Incident or Change request using this form.

Sample URLs for ServiceNow Incident Creation

Test Connection End Point: This end point will be used when we are doing the test connection in “Integration Settings“ page

Sample URL: /api/now/v2/table/incident?sysparm_limit=1

Get ServiceNow Incident Fields End Point: This end point we will be using to get ServiceNow fields in “Field Mapping“ page, while adding mapping

Sample URL: /api/now/v2/table/sys_dictionary

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 ?sysparm_query=name%3Dincident%5EORname%3Dtask&sysparm_display_value=all&sysparm_fields=column_label,sys_name,name,read_only,max_length,active,mandatory,comments,sys_created_by,element

Create Incident End Point: This end point we will be using to create the incident in ServiceNow

Sample URL: /api/now/v2/table/incident

Update Incident End Point: This end point we will be using to update the incident

Sample URL: /api/now/v2/table/incident/__sysId__

Add Attachment End Point: This end point we will be using while adding the attachment to ServiceNow incident

Sample URL: /api/now/attachment/file?table_name=incident&table_sys_id=__sysId__&file_name=__fileName__

Fields Mapping

Pre-

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requisites for field mapping

Create custom fields in JIRA

*Note: Add the above field in issue screens

Custom Field in ServiceNow

Step 3: Click on “Fields Mapping” menu and select the project, issue type, Jira field, and ServiceNow field then click on “Add” to save the mapping.

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5.2 Field Support for Incident

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

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Step 4: Enjoy this seamless integration between Jira to ServiceNow

7. Release Note:

Version 1.8 (Latest: recommended)

• Addressed and implemented security fixes to enhance the overall robustness of the system.

• Users now have the ability to configure custom APIs for ServiceNow, providing more flexibility and customization options for integration.

• Checkbox Flexibility for Issue Events and Attachment Events.

• Allows users to create either incidents or change requests, providing greater adaptability to specific workflow requirements.

Version 1.4 (Latest: recommended)

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