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Introduction:

 Introduction and Plugin installation

1. Introduction:

Many companies use Service Now and Jira for their different teams for different purposes. Many times, the engineering and product teams use Jira, while the customer support and operations teams are on Service Now. This plugin is designed to bring these two disparate systems together. This plugin allows for seamless bi-directional sync between ServiceNow incidents and Jira issues.

2. Plugin Installation:

Go to Atlassian Marketplace and search for “JIRA ServiceNow Connector”

Step 1: Log in as a JIRA administrator. Go to → Jira Settings → Apps → Find new apps

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

Overview:

 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.

Configure the plugin in JIRA:

 Connection Configurations

Step 1: Go to the installed application and click on the “Configurations” link in the top right corner.

Step 2: Select the connection type in the connection form.

Step 3: Now enter your connection details for the ServiceNow instance in the “Connection Form.” 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.

Your Basic connection details include the following:

  • ServiceNow URL - The ServiceNow instance URL provided by ServiceNow

  • Username - ServiceNow Instance username.

  • Password - ServiceNow Instance Password.

Your OAuth connection details include the following:

  • ServiceNow URL - The ServiceNow instance URL provided by ServiceNow

  • Username - ServiceNow Instance username.

  • Password - ServiceNow Instance Password.

  • Client ID - ServiceNow Instance Client Id.

  • Client Secret - ServiceNow Instance Client Secret.

 Integration User Configurations

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

  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

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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