Step 1: Log in to Jira and select More -> Apps → ServiceNow Connector for Jira.
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Step 2: Click on the Configurations option in the top right corner.
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Step 3: Select the connection type in the connection form. Let’s select Basic.
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Step 4: Enter your connection details for the ServiceNow instance in the Connection Form.
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Don’t forget to test the connection using the ‘Test Connection’ button before clicking on the ‘Save Connection’ button to finally save the connection details. |
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Your Basic connection details include the following:
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Step 5: Click on the Test Connection button.
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A successful message appears showing that the connection is successful.
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Step 6: Click on the Save Connection button to save the connection details.
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For the connection type as OAuth, specify the parameters, Client Id and Client Secret. Click on the Test Connection button after specifying all the details.
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Your OAuth connection details include the following:
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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. Thus, preventing a duplicate entry in ServiceNow from Jira.
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 7: Click on the Configurations link in the top right corner, and you should see a form for the ‘Integration User’.
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Remember, this form only gets enabled if you have saved ServiceNow configurations. (discussed in the above steps). Otherwise, please save the connection configurations first before trying this step. |
Step 8: Click on the Save button. A successful message appears, as shown below:
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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
Admin user: Any ServiceNow admin user (Just for testing and not recommended for production)
Integration user: Create an integration user or any user in ServiceNow and add below roles
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Step 9: Enter a valid Atlassian account ID for the user, which is used by the service now to update Jira, and click on "Save.”
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 10: 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 11: 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 12: For synching on both create and update events, check both the checkboxes and click on Save.
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To have control over the create and update attachment functionality, we have introduced this select preference attachment checkbox feature. Using this feature, we can control the events on which the attachment data is sent over to ServiceNow from Jira. |
Step 13: 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 attachment checkbox and click on Save.
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Step 14: 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 15: Choose the ServiceNow table either Incident or Change Request.
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Step 16: After selected the table, click on the save button.
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Step 17: Enter the Test Connection Endpoint URL and click on save. After saving a test connection endpoint, it will take a custom test connection endpoint URL, otherwise it will take default one.
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Step 18: Enter the Get Field Endpoint URL and click on save. After saving an endpoint, It will take an custom get filed endpoint URL otherwise it will take the default one.
Step 19: Enter the Create Endpoint URL and click on save. After saving an endpoint, it will take a custom create endpoint URL otherwise it will take the default one.
Step 20: Enter all the endpoint URL’s and click on save. It will take only custom endpoint URL.
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