1. Overview
There shall be a Jira app that can be configured to enable bi-directional sync between Jira and ServiceNow.
• In Jira, admin should be able to give SNOW credentials (API access) to connect the two systems.
• Once connected, admin should be able to map the 1) project 2) issue type and 3) individual fields in Jira to that in SNOW
• Upon mapping admin should be able to do unidirectional (create and update) or bidirectional (create and update) sync of tickets.
• Updates should include field updates, status updates, comments etc.
(This is based on information collected so far. We are still doing requirement analysis with customer).
1.1 Business Requirement
Business needs a plugin for ServiceNow connector for Atlassian Service Desk for seamlessly create/update Issues/Incidents in Jira SD and ServiceNow.
1.2 Pre-requisites
- ServiceNow user registration for integration
- Local Jira SDK configuration/Installation
- Listing the APIs required for ServiceNow integration
2. Proposed Solution
Plugin is intended to provides the facility to create/update incident in ServiceNow . Also, ServiceNow configuration is required to push the incident create/updates to Jira SD.
3. Solution Description
3.1 Features
| Sl No | Features |
|---|---|
| 1 | admin user should be able to configure the connection parameters in screen |
| 2 | admins user should be able to map the JIRA SD and Service Now Fields |
| 3 | Any change (create/update/delete/edit) in JIRA SD should update the respective incident in ServiceNow |
| 4 | Any change (create/update/delete/edit) in ServiceNow should update the respective Task/issues in Jira SD |
3.2 User and Roles
Jira Administrator privileges are required to install/access the plugin.
3.3 Supported Field Type Mapping
| Sr. No | Jira Field Type | Status |
|---|---|---|
| 1 | Text Field (single line) | DONE |
| 2 | Text Field (multi-line) | DONE |
| 3 | Select List (single choice) | DONE |
| 4 | WIKI Render | DONE |
| 5 | Labels (multi-choice) | DONE |
| 6 | Date Picker | TODO |
| 7 | Date Time Picker | TODO |
| 8 | Select List (cascading) | TODO |
3.3 Supported Field Mapping for SAP Dev Instant
| Sr. No. | Jira Field | Service Now Field | Jira Field Type | Jira → ServiceNow Status | ServiceNow → Jira Status | Remark |
|---|---|---|---|---|---|---|
| 1 | Summary | Short Description | Text Field (single line) | DONE | ||
| 2 | Description | Description | Text Field (single line) | DONE | ||
| 3 | Comment | Additional comments | WIKI Render | DONE | ||
| 4 | Priority | Customer Priority | Text Field (single line) | DONE | ||
| 5 | Issue Key | JIRA Issue Key | Text Field (single line) | DONE | ||
| 6 | SN Number - CF | Number | Text Field (single line) | DONE | ||
| 7 | SN Sys Id - CF | Sys ID | Text Field (single line) | DONE | ||
| 8 | Reporter Priority | Customer Priority | Select List (single choice) | DONE | Working based on the rule sheet | |
| 9 | Customer Data Protection | Data Protection Type | Select List (single choice) | DONE | Working based on the rule sheet | |
| 10 | Environment Type | Used for | Select List (single choice) | DONE | Working based on the rule sheet | |
| 11 | Request Source | Source | Select List (single choice) | DONE | ||
| 12 | Customer(s) | Customer(s) | Labels | DONE | ||
| 13 | Data Center | Prefix Description | Labels | DONE | Field type is not the same in ServiceNow | |
| 14 | Affects Version/s | Prefix Description | Labels | DONE | Field is not available in ServiceNow | |
| 15 | Component/s | Prefix Description | Labels | DONE | Field is not available in ServiceNow |